Retro Fitness

Revdex.com:At this time, I have not been contacted by Retro Fitness regarding complaint ID [redacted].Sincerely,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
The description provided by the business is false as Retro left out some much of what I said, conveniently.  I stated in detail verbally that a family emergency arose and it had been CAUSED by my child's mistreatment at a child care center - I was trying my best to explain a rather private and sensitive situation and to be quite honest, the way Retro Fitness has decided to manipulate my words is unacceptable and incorrigible.  This gym has now presented itself as a terrible and unethical company that does not care about it's customers in the slightest, but only about how much money they can get out of people.  They seem to have no compassion or understanding when life happens and people have unforeseen circumstances occur that do not conform to their version of acceptable, yet they seem to promote themselves as having a wonderful customer service.  I disagree strongly, and will make sure anyone I know interested in a gym setting is aware of how Retro sees fit to treat customers.  I do not accept this joke of a proposed "solution" by Retro in any way and have notified my bank to put a stop payment as any further charges are unauthorized.  Please also be aware that I signed up for the membership BEFORE the mistreatment was discovered, before the trauma my child experienced surfaced, and I never in any way indicated or implied it happened at Retro.  I also never had any reason to believe my child wouldn't be able to be cared for by the child care at Retro prior to the emergency situation that came up.  Again, I am not asking for any credits or reimbursements from Retro, simply to cancel my membership and not be charged fees for it like they would a customer who suffered a physical injury.  It seems to me that Retro does not care at all about family and special needs, as they have no problem discriminating against this valid need for cancellation. 
Regards,
[redacted]

From: Revdex.com of Metro Washington DC<[email protected]>Date: Wed, Sep 27, 2017 at 9:32 AMSubject: Fwd: Message for [redacted]To: [redacted] <[redacted]@myRevdex.com.org>Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Tue, Sep 26, 2017 at 6:30 PMSubject: Message for [redacted]To: [email protected] [redacted],    Per our conversation on 9/26 regarding complaint #[redacted] my debit card was charged an other $30.49.  The membership was to be cancelled in July.Thank you,[redacted]

The absolute worst Gym. I wanted to cancel my gym membership because I moved to another state. The employees informed me on 3 different occasions that I would have to send in "certified mail" to cancel my membership. I did so 5 weeks ago and received an email today stating "they cannot cancel my membership" this was sent by a general retro fitness email (there was no personal email attached to it). I called in to the gym to ask them specifically why (the employee was very nice). However the manager, by the name of RUSSEL KINGSTON was extremely rude, he told me that I should have "read the email properly and you shouldn't expect me to ASSUME that you don't know the rules". He was yelling the entire time. As I tried to ask more questions he ended the call by clicking over to the other line. I suggest Retro fitness does a thorough training of all employees and managers. Especially MR. RUSSEL KINGSTON.

THE MEMBER CARD WAS CHARGED FOR OCT **, 2014 AND THE MEMBER DID A CHARGE BACK WITH HER CREDIT CARD COMPANY AND THE INVOICE WAS AGAIN LEFT UNPAID. THE POLICY IS TO START THE 60 DAY CANCEL PROCESS ON MEDICAL CANCELS ON THE DATE THE MEDICAL NOTE IS PROVIDED WHICH IN THIS CASE IS 9/**/2014. IF THE MEMBER MEDICAL NOTE WAS DATED OR REFERENCED FROM DATE OF ACCIDENT, THE CANCEL WOULD OF STARTED ON THAT DATE.

After reviewing the members account we have found that the member is entitled to the refund amount of $129.32. We apologize for any inconvenience. The member should see the refund in 7-10 business...

days.

As per policy, in order to cancel an account, a document must be provided by the member. We made accommodations by stating to the member that an email could suffice as a cancellation request. We have been trying to make the process as lenient as possible. The member has failed to do his part.Thus, a...

cancellation could not be processed and eventually it was sent to our third-party, First Credit Services. Unfortunately, now his balance is bigger from the first time he contacted us and was notified of the procedure. This policy has always been enforce from the time we open in 2007, so expectations cannot be made because it would seem unfair for our past and current members. Thank you for your time.

Revdex.com:At this time, I have not been contacted by Retro Fitness  regarding complaint ID [redacted].Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 On March **, 2014 I did respond to the email regarding the certified mail receipt informing Retro Fitness that I no longer had the certified mail receipt in my possession 3 month after I had sent it, and asked what steps I could take to not be penalized for the incompetence of Retro Fitness.  I am completely aware of the option of meeting in person with a Retro Fitness representative in order to cancel the existing account, as I no longer live in Rockland County it was not convenient to drive all the way to New City to cancel this membership, which is why I opted to mail the letter.  As it has been already established, there is proof that I inquired regarding the cancellation of my account in addition to the lack of activity of my account.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have a very easy process to cancel membership that is quite clearly explained in the terms and conditions that are emailed to the member the instance they agree to become a member. There are also...

protections in place for both the customer and company to ensure that everything is adhered too when any such request is made. Any and all correspondence with a customer is documented, if the customer calls these calls are recorded. If the customer comes into the gym then all communication is noted on their file. The first correspondence to be noted in [redacted]'s account was on the [redacted] of July 2015. She called the gym and was extremely rude and disrespectful to the member of staff that tried to assist her. At this point she was instructed what she had to do in order to cancel the agreement and that there was no record of any previous correspondence(something that would of been easily identified if she had actually sent the request via certified mail as per all requests). The gym then received what can only be described as an infantile response making false and defamatory accusations. The 60 day policy(as outlined in the terms and conditions that the individual agreed too upon joining) took effect from the day the letter was received meaning the member was applicable for payments in July and August, something that she subsequently agreed too in her original letter. She then called her credit card provider and had 3 months charged back and returned to her. Her membership was due to expire on the [redacted] of Sept, however as she will be liable for the monies charged back and the monies and fee's that are accruing this account will be passed to our collection agency if it is not settled, and legally as her account is no longer in good standing the termination will not take effect resulting in more owed monies. Copies of contracts, letters, and communications can easily be obtained if required.

On 3.**.2014, I sent an email to [redacted], a member of Retro Fitness, whom which I received on my Collections list. I run this report twice a month in order for me to get the chance to warn any members that they are going to be sent to the collection agency due to an accumulation of three or...

more monthly payments that have not been paid. [redacted] responded to me that she had sent a letter to ABC Financial stating that she wanted the account closed and she sent it via certified mail. When ABC receives any documentations through certified mail from a member, we are able to view it through our Data Track system. This system also shows any conversations that occur between them and the member and any effort on their part that they made to warn the member about the delinquent payments. On December *, 2013, she called ABC to ask how to cancel and she was told that it would be a 30 day notice for cancellation and that she had the option of sending t hat letter via certified mail OR coming into the club and meeting with me, the club [redacted], directly. On January **, 2014, ABC began their efforts to inform her through letters and messages left on her mobile device that her payments were not being billed. After she contact me back in March, I looked into [redacted]'s account and saw no documents that were sent to ABC. I emailed [redacted] back asking if she had that certified letter receipt therefore I can back her up and defend her claim. She did not respond back to me and therefore the account went to collections. It is stated in her agreement that all cancellations need to be sent certified mail, but we grandfathered all members into our changed policy that they can come into the club and do this too and from the conversation with ABC she was aware of this. Also stated in the agreement, if there are any delinquent payments after 90 days the accounts get sent to collections. ABC and I both did what we could on our ends to avoi d her going to collections.

09/18/2014
To whom it may concern,
This is in response to the Revdex.com complaint ID [redacted]. The former member listed in this complaint has been cancelled and I have rectified the errors made while processing the cancel for this member.
As a show of good faith I had refunded the 3...

months worth of dues that the member paid after his initial conversations with me. I understood that he was upset and wanted to work with him to resolve the issue and correct our error if any.I do not have any formal written copies of the cancel back to January or February. It is customary for the members to cancel in writing either through a certified letter or coming into the gym and canceling in person and receiving a copy of the signed paper work. I would gladly refund the difference if the member has that copy and would like to email it to me at manassasvasoretrofitness.net.
So to summarize our actions, the account is canceled and there are no other charges being applied. I have refunded 3 months worth of dues back to the point in which we had been in contact on the phone. This had all taken place prior to my receiving this complaint in the mail. It is my intention to assist members whenever possible and correct any deficiency or error that we have made.
Regards,Kathy D

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

[redacted] has had previous delinquencies with her account. Manager Courtney has not spoken to the member since 11/**/2015 as per our knowledge. From the past delinquencies [redacted] was advised to...

put the correct card on file so that the payments can come out accordingly. This is why she changed her card after reporting a fraud issue with her bank the first time she had a delinquency issue. In this case the club even waived certain late charges to accommodate her because of the issue. ABC Financial is responsible for reaching out to past due members. The club staff itself are not. The contract signed by the member states that they are responsible for payment of membership. If they do not pay late fees will be added and collections may possibly be involved. [redacted] was never told by manager Courtney that she was unreachable, but rather that ABC tried to reach her and had no success. These attempts are on file with ABC financial. Cancellati on terms etc are clear in the contract agreement, which [redacted], as well as all other members have signed, and was emailed to her on 06/**/2014 at 8:02pm.

Revdex.com:At this time, I have not been contacted by Retro Fitness regarding complaint ID [redacted].Sincerely,[redacted]

The cancellation policy is clearly stated in agreement in which all members receive a copy via email. Member would not be told to contact corporate in regards to a cancel. ThanksRickGeneral Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
 I would like to correct some of the facts as follows;
1.    
I NEVER spoke to the GM at retro Fitness
indicating that I thought I was being charged too much.  When my personal trainer was scheduling
my  training session on the computer at the
gym for  January I asked her to check how
many sessions were left ON MY 3 MONTH CONTRACT. 
I clearly indicated to her that my contract was for 3 months only and I
didn’t want to exceed that.  She never
said to me that until I cancel it  will
auto renew.  Her response was that  she couldn’t find that information in the
computer and I would have to call the GM. 
I called the GM and left a VM requesting when my  last session was.  She had the personal training manager (Matt)
call me back.   He said  “guess what [redacted], I have a great deal going
on so don’t stop your personal training, I can save you money…drop in to see me
next time you’re at the gym”.  I agreed
to call in to see him and when I did he told me about a new promotional offer
which was happening …training sessions for $120 per month.  I decided to sign up.
2.    
 Mr
B[redacted] stated in his response  that he
“attempted to intervene and come to a resolution”   however he never once returned my calls, nor
did he forward me the contact person at [redacted] whom I could
contact to address this issue.   In fact
he completely ignored all my efforts to contact him.    I am requesting that information now
3.    
I submitted a letter from my physician
supporting  my cancellation of personal
training sessions on on 2/9/16 and did not have any training sessions following
that.  However, a  charge of  $120 was made from my credit card account on
2/11/16.  This should be refunded.
4.    
 Finally,
I have no wish to return to Retro Fitness for any training.  I have now joined a reputable gym which
treats members with dignity and respect, whose managers and staff are always
available and willing to address any concerns, 
and which charges members only for services rendered. 
Regards,
[redacted]

Revdex.com:
At this time, I have not been contacted by Retro Fitness regarding complaint ID [redacted].
Sincerely,
[redacted]

The facility is unaware of an alleged injury taking place at the gym. The member is currently on a medical freeze and has not been charged during this time period. The membership has not been cancelled as of yet; we are awaiting a legible physician note in accordance with the members agreement....

Personal training contract was discontinued per member request. The member has utilized every personal training package purchased.

Revdex.com:
In reference to complaint ID [redacted], the matter appears to have been resolved. This morning I was shown my account on their computer system, which now shows my renewal date to be 9/**/17.
Sincerely,
[redacted]