Retro Fitness

I would like to reply to the response [redacted] had recently stated. I do not agree with her response. Our childcare records are included in the check in history. Her last check in with us before this situation had occurred was 1/21/15 at  6:12PM. I did not vent to any of the employees and members. In the middle of [redacted] and I discussing the situation, two members entered the club and she began to bad talk to them about the gym, the staff, and myself in Spanish. I understood what she was saying to them, but I did not say anything. I patiently waited for her to end the conversation with the two members so I can try to resolve the problem. Once I received the doctor's note, I called [redacted] to confirm I have received the note and stated she is now allowed to return to the club. When she returned, I greeted her and wished her a great day when she left. Our cancellation policy for all of our members who have completed their commitment with us is a 60 day typed notice stating they would like to cancel their membership. I explained the policy to [redacted], but she refused to provide the notice. Any questions or concerns, please feel free to contact me. Thank you and have a great day.
Sincerely,
[redacted]

I am writing after speaking with several managers at Retro Fitness - [redacted] (Segei and Justin). In December 2015, a staff member, Derrick called me and asked about my experience and I openly shared my feelings about the gym. The gym charges an annual maintenance fee but the gym's status of cleanliness is subpar. There is always trash and debris scattered throughout the gym and locker room. The bench in the locker room where you are supposed to be able to sit is ALWAYS dirty. I would never sit on bench.
The equipment is never in place and most of the times I visit there are no sanitizing wipes. In the locker room, there are several panels in the ceiling that are missing where the heating ducts are visible. In addition to this, there is a mildew smell in the downstairs area - especially in the locker room. There is no ventilation system and no matter what time I visit, it smells like a stinky locker room. The locker room is generally covered with hair, receipts, bags and everything else imaginable. There are areas throughout the gym where the paint is missing and white plaster is visible where it hasn't been re-painted. In the 6+ months that I've been a member, I have only seen staff cleaning maybe five times. Also, I observed the front desk staff cleaning the blenders with ONLY water. NO soap. I would never have a smoothie there and find it hard to believe that they have certification to sell smoothies there. I feel that the lack of cleanliness in this gym is a hazard and the fact that I pay a maintenance fee is frustrating. I have attempted on multiple occasions to resolve this directly with management but they have not been responsive. I would like to have the gym cleaned regularly or have my maintenance fee waived.

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

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

Please accept this letter as a response to said complaint filed against Retro Fitness on Wednesday, May **,2015 by [redacted]. On 03/**/2015 [redacted] visited our temporary preview and...

enrollment center located inside the [redacted] at [redacted] across the street from our facility to seek information regarding purchasing a gym membership to Retro Fitness. As our customer stated at the time of her visit our facility was being built. Shortly thereafter our location opened for business on 03/**/2015. Upon [redacted]'s first visit she met and was informed by our representative of the features and benefits Retro Fitness offers as well as the facility grand-opening promotional offer of $0.00 enrollment and $29.00 processing totaling to $30.31 inclusive of taxes and the total that has been paid at point of sale as a down payment by [redacted]. As Retro Fitness standard operating procedures dictate, we pride ourselves with maintaining the highest level of integrity and fully stand by our statement in regards to [redacted] being informed by our representative prior to her purchase that our Retro Fitness Agreement consists of a 12 month installment contract at the price of $20.89 per month and carries a $47.03 annual fee as stated in her contract. Retro Fitness maintains that at no point did our representative state or even allude to there being a $60 cancellation fee in order for the contract to be cancelled as alleged by [redacted]. Once [redacted] decided to become a member she proceeded by entering her information into our on site self serve enrollment kiosk and checked off both the terms and conditions as well as the notes section (no membership may be processed at any point without the client checking off both) and expressing she has read and understood all of our requirements for membership including our cancellation policy (please see attached copy of agreement.) On 05/**/2015 [redacted] visited our location and was greeted by our club's [redacted]. [redacted] expressed her wishes to cancel her account, I was informed shortly thereafter. Within a few minutes I proceeded to greet [redacted] by our front desk. [redacted] let me know that she was looking to cancel her account. I invited her into my office so that I may take a look at her membership as well as to speak to her about why she was looking to cancel. She declined and began telling me that she needed the account cancelled immediately. I explained to her our club's policy requires a medical notice or proof of relocation 25 miles or more from any Retro Fitness facility or that she may pay off her remaining balance of around $255. Furthermore I explained to her that as her agreement was a national plan she would be able to take advantage of our other locations near her new residence. Please note that at absolutely no point have I ever mentioned a $400 cancellation fee a s [redacted] alleges in her complaint. [redacted] then became increasingly agitated by my responses and began using slurs and profanity at the front desk repeatedly stating "cancel my [redacted] membership" and taunting me in the course of our business and in the presence of several members and staff. I politely asked her repeatedly to calm down and to come speak with me in the office. Each time she refused and insisted on causing a scene. After numerous attempts at deescalating the situation I finally requested she leave the premises. Only after I let her know I would call the police did she oblige and left our facility. During [redacted]'s tirade her self admitted purpose of this bizarre behavior was geared towards what she assumed would cause me to neglect our company's cancellation policy that she willingly signed up for and avoid paying for the remainder of the agreement. Given that allowing a individual's forceful behavior to dictate our terms will set up a negative future precedent we will have to respectfully decline [redacted]'s desired settlement and request that she pays the aforementioned remaining balance in full or produce the necessary documents as stated in her agreement. Respectfully Yours, [redacted]
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I was told by prior management I never had to pay that $62.
Regards,
[redacted]

Revdex.com:
At this time, I have not been contacted by Retro Fitness regarding complaint ID [redacted].
Sincerely,
[redacted]
I have not not heard from Retro fitness but the company...

that handles the collection of the membership dues continues to call me asking me for money. I have a hold on my credit card so that the membership dues is not paid to them. The company that collected the payments is ABC Financial.

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:

I completely understand and have knowledge of the policy of the membership agreement. However, no individual can be expected to carry the policy on them at all times and know it verbatim. When I first placed the call early in 2015 (February/March) I was not informed by their staff of this information. It would have been helpful to have heard "Based on the membership agreement, we do not have the ability to stop auto-renewal and in order to cancel your membership you must.....". It is clearly a lack of possibly new employees or those not well trained that there is no mention of this phone call in my records at the facility. During that initial phone call I was transferred and put on hold several times while the employee "researched" my issue and finally informed me that they will put a "do not renew" note on my account.
 
I am not disputing the legal aspects of the membership. I am however deeply disappointed in the way employees are trained and how they keep records and notes. If I was reminded about my obligations as a member I would have followed all stipulations and instructions in the contract on how to cancel the membership when the time for renewal had arrived. However, due to the fact that someone with no knowledge of said contract and policies provided me with the wrong information I am now forced to pay fees that I dont believe I should be paying.
 
Also, upon being told in October that a manager would return my phone call with information regarding my issue, I had to call a week later and was informed that a manager reviewed my issue and made notation but no one bothered to phone me and let me know what I should be doing to resolve this issue. If I had waited for the manager's call I would have had to pay another monthly fee just because the managers did not return my call with this information seeing as how cancelling is time sensitive.
 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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 find that this resolution is satisfactory to me and the...

matter has been resolved.
Sincerely,
[redacted]

You cannot be taken out of an agreement, there are grounds for early termination that have not been met by the member. This is the first occasion it was mentioned she was moving and is now the 3rd excuse for trying to break her obligations. If she provides the required information that proves she...

has moved more than 25 miles from a Retro facility it can be legally terminated.

There were no tricks in Alla signing her agreement. She inquired about personal training rates and after meeting with her for about an hour she decided personal training is something that would benefit her. As far as employees walking in to the office I will say she is correct about that. We run a very successful training program out of our facility and currently employee ten trainers. There are times where they need to come into the office to grab there personal belongings. As far as the darkness and cramped factor of my office I do not understand where that is coming from. We have great lighting through my facility and my office has room for myself and three others at any given time. It was just myself and Alla in the room at this time so I the room had plenty of space. Now to address my "expert sales tactics. I am in no means a salesman and have never held a sales position in my life. I am a fitness director and started off in this industry six years ago as a personal trainer. I have help changed 1000's of lives and brought my passion of a healthy lifestyle to many people and that is something I am proud of. What Alla is failing to mention is that we would gladly waive the balance she owes and have her continue on achieving the goals she set out to accomplish. Essentially we would just pick up where she left off and finish off the remainder of her contract. We offer that to all clients because at the end of the day we would much rather have them be a positive representation of what we offer at Retro Fitness than a negative representation. We only have collection policies in place as a last resort to protect our well being as a business. 
To sum things off our offer is as follows:
The client can reinstate her membership and training and continue on the agreement she knowingly entered into.
The client can pay off a direct settlement with the gym and not have her account sent to collections. 
The client can refuse to comply and we will send her account to a collections agency. 
I thoroughly hope the client chooses the first option.

Hello,
  The following member signed up for a 1 year commitment and only completed 6 months. After several attempts from our billing company to reach out to the member with no response, the account was sent to collections after three months. Please have the member contact the...

club at ###-###-#### and ask to speak to Lisa so we can resolve this issue immediately. We look forward in correcting this situation.

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

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

Complaint: [redacted]
I am rejecting this response because:
I am not saying I didn't sign a contract. Is the misinformation at the beginning, the unable to cancle at the end, the continued accumulating charges after I informed them of my cancellation (they said I owe them more than 80 something dollars) that was the problem. 
Regards,
[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
There are several incorrect statements posed by the business.  [redacted] states I was due a $100 restaurant.com gift card free, but unfortuantley I never received such. Also, in my original request to cancel my membership, and the complaint submitted to Revdex.com the question was raised concerning the verbiage in the contract which specifically states "In some cases you may also cancel this agreement if you signed it before the health club facility was completed," under the Terms and Conditions sections.  The response from the business still does not answer this question, which was posed several times.  The main point of my complaint is based soley on this statement in the agreement.  [redacted] avoids answering this.
I called the business, not long after sending several emails to get an answer about the clarification of the statement about canceling listed in Retro Fitness's agreement, the representative said the manager was not in but he would call him and have him return my call.  The employee called me back a few minutes later stating that Bryan didn't have time to talk to me but would call me tomorrow.  I never recieved a call back and there was no mention of him being out for any extended period or anyone taking his place in his absence that could help me.
[redacted] states that the code violation are unfounded.  I never said there was an actual violation yet.  There is a room in the front of the facility used for cycling which hold approx. 15 bikes for the class.  The maximum occupancy clearly says 8 max.  When I questioned this I was specifically told by Bryan H[redacted], the manager, that they remove the bikes when they know the Township Inspector is coming in to take a look at the facility because they still did not have their occupany permit due to unbalancing of the heater/AC system.  After the inspector leaves, they put the bikes back in the room for class.  Clearly this is a violation, but they have been avoiding being caught.   I was not the only person present when Bryan advised me of what they do.   As the fiance of a fire-fighter in the township this was NOT something I was comfortable with.
The terms and conditions of the membership do not state that a reason the cancel is required; only needed is the request which I provided.  Unfortunately due to the ignorance of responding to my question listed above resulted in going over the manager in hopes of clarifying the adamant terms of 12 month memberhship.   Bryan was quick to respond concerning the 12 month agreement, but when I posed any additional questions I was ignored. A simple clarification would have avoided any further involvement of Revdex.com. 
My cancellation request is not an arbitrary request, holds merit with safety concerns and customer dissatifaction.Regards,
[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:

It might be wise of the company to make their cancellation policies consistent across their franchises as I have seen policies at other locations that allow for on the spot cancellation while not [redacted] their customers around, as you continue to do.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Please see attached:
font-size: 9pt; font-family: 'Lucida Sans Unicode', sans-serif;">After speaking with the member all issues were resolved and all fees were waived to members satisfaction.