Retro Fitness

I've spoken with ABC Financial today, they handle our billing. The refund was processed, please give it till Friday.

In March the gym offered a fair compromise to [redacted] and allowed her to provide a cancellation request outwith her obligated responsibilities. Subsequently [redacted] charged back one of the...

obligated payments that was required in order to cancel. This effectively nullified her commitment to the gym and the cancellation. Her membership is now accruing debt due to this fraudulent activity on her part. We are happy to allow this account go to collections based on her instance that she won't honor her obligations.

Revdex.com:At this time, my complaint, ID [redacted] regarding Retro Fitness has been resolved.
(By clicking "OK", your complaint will be closed as...

Resolved.)
Sincerely,[redacted]

October 10, 2016Dear Sir:While we regret any inconvenience caused by our cancellation procedures, as per his request, we have cancelled his agreement there will be no further billing as of 10/1/16,Very Truly
Yours,Peter B.Managing Member

We have communicated with Mrs. F[redacted]-p[redacted] on more than one occasion. She claims to have cancelled within a 30-day grace period. However this is not our cancellation policy. Our cancellation policy...

is stated in all our contracts. After signing up you have 3 days to cancel and receive a full refund, otherwise your 12-month contract begins. Mrs. F[redacted]-p[redacted] is in a 12-month contract and must complete all 12 invoices. Our Cancellation Policy in our member contract states that a letter stating her cancellation must be certified mailed to our location. If you are still within your 12-month contract, you must complete all 12-months and we will not auto-renew a membership. If you are beyond your 12-month contractual period (month-to-month), and you send you certified letter, it is a 60-day cancellation policy in which the member is responsible for the next 60 days of payments.

Response:I am responding to the complaint that we received concerning the gym membership and the manager of the club. The only paperwork we have concerning this customer is a freeze form that was filled out and signed at the Bayville location in april of 2014. The next time we heard from this...

customer was in February of 2016. When the wife came in and filled out a cancellation for her husband we immediately cancelled the account and advised her nothing further was due.

Revdex.com:At this time, my complaint, ID [redacted] regarding Retro Fitness has been resolved.
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:

My complaint isn't about the validity of the contract, but the bad practices of the business. Your salesperson specifically stated things such as easy cancellation which is in direct opposition to the contract. The contract terms are fuzzy and archaic at best. A cancellation process should match the ease of the sign up process and one should not be liable to pay for services not rendered. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have spoken with the business I believe the problem has been resolved.
Sincerely,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before...

sending it.]
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.
Regards,
[redacted]

Dear Sir:My response to the above complaint is as follows:Member ([redacted]) signed a 1 year agreement under our May Basic Membership Plan on 5-17-16 (see included contract and signature). The contract states under recurring payments that after the initial down payment (1...

month's dues), that there are 11 more payments (a) $19.99 each due and an annual fee due August 1 of $39,00. Her husband signed the same agreement on 5-17-16 (see included contract and signature)On May 31 member ([redacted]) upgraded her membership to our VIP package (28.00 per mo.) which includes child sitting which was utilized.(see included signed rewrite addendum commencing on 5-31-16. Again the payment schedule clearly depicts 11 additional payments of $28.00 due.it is part of our staff training that they inform a new member that it is a 12 month agreement. Additionally both members respectively were emailed a copy of the agreement that was signed to the email that they provided to the club immediately after it was signed for further review. This process is automatic. We do have “month to month” options available without the 12 month agreement however they cost considerably more. I cannot attest to whether or not the members inquired about these options.
It is certainly not our intention to defraud or scam anyone. Additionally, if the member wishes to cancel due to moving out of state, we simply need acceptable proof of the new residence permanent OR temporary. Acceptable proof would be a residence lease, a utility bill, driver's license, hotel agreement, something showing they have moved. The documentation received by the member were: local driver's licenses, a job "offer", and a marriage license (local).
If the member(s) are moving, we would be happy to cancel their membership with 30 days notice and proper documentation depicting the relocation.Alternatively, we give the members the option to “buy out their contract for 75% of the remaining balance due for the 12 month total.Thank you for your time and assistance in this matter.
Yours truly,
Pete B[redacted]

Revdex.com:Thank you! 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 will be resolved once I receive the reimbursement.
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:

Retro Fitness is blatantly lying about their cancellation policy. I was told by corporate to contact the branch directly. A branch supervisor informed me that he would make note of my request and send it to corporate. I was told that I would get something in the mail of the cancellation from corporate. I never did. I was also told that I had to continue making payments until the issue was resolved. However, ever month the same cycle would occur. I have contacted the Corporate office several times in response to the collections calls. NO RESPONSE WAS EVER MADE REGARDING MY VOICE MESSAGES LEFT ON THE CORPORATE OFFICE COMPLAINT LINE!!!!!! I continued to make payments to for an entire year. In April of 2016, I did not attend the gym. I would make an order at the juice bar during my lunch hour ( a service that is open to the public). The ongoing issue is that Retro Fitness makes it impossible to complete the cancellation policy. They do not document cancellations and keep taking payments from client accounts even after a 60 day period has passed and notice has been given. Then once a follow up is made they continue as though it was your first request. After 3 cycles of this scam. I refuse to pay anymore money to Retro Fitness. I was sent to collections as a bullying tactic even though I never had any previous issue with payment. EVER!!!! I just don't think it is fair to continuously lie about client cancellations and change me. I left several messages and told the branch. This is ridiculous. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The business has responded, please read below.
The member [redacted] was informed of his cancellation terms that he has signed off for when he originally signed up. He was advised to send a certified letter to ABC Financial, the company that handles all of our member's billing,...

again something that is stated in the agreement and informed to the member at the time of signing up. According to what my employee has documented from the conversation he had with [redacted] over the phone on February **, 2014, [redacted] stated that he would not send the letter and that he planned to just call his credit card company to not allow the charges to go through. The employee advised him that it would not be a good idea because a collection issue would most likely result. ABC Financial had attempted to send letters to [redacted] and call him as well but they received nothing back. After three months of payments have not gone through, a collection preview is reported to myself and I attempt to contact members to warn the m of the delinquent payments. When getting to [redacted]'s account, the email was not correct and there was no phone number listed to contact him to help him avoid going to collections. We do everything we can to help avoid collections and make it our duty to be very informative of how to cancel and [redacted] was fully aware of how to cancel but his lack of action on his part is why the account went to collections. He was advised how to cancel and to not take his card off file. ABC Financial and myself do everything we can on our end to help the members and will even make extra effort to try to keep members from cancelling but we are always informative of how to do so and our policies. I have now contacted [redacted] at the number provided to try to help him but have yet to receive a response.

The business has responded.  Please see below:
In regards to the member's complaint about her membership and her assumption of employee's giving her false information, she has provided untrue information. In 2013, the...

member joined with the manager at the time and is trying to state that he told her it was a 12 payment agreement when it was actually at 24 payment agreement and states so right where she was entering in all her information. The member is also claiming that she came in to speak to a manager but he was too busy and clearly under the influence of narcotics, which is also untrue and defaming to both the previous who left in August of 2013 and was than passed over to myself and I have never been in contact with this client because it would have been documented. I have offered a compromise to this client that I will waive any late and service fees added to her past due invoices and also void her 60 day notice for cancellation that is stated in her agreement. I hope to be able to help with this member's unhappiness as I do with all my clients to the best of my ability.

[redacted]'s contract has not been cancelled for a few reasons.  First, we do not have a copy of the cancellation letter.  If she can provide us with the receipt stating we received the certified mail, we would be happy to honor the cancellation on that date if her account was current. ...

If her account was not current at that time, she would need to pay that past due and then we can cancel.
Megan S[redacted], Owner
Retro Fitness of East Norriton PA

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]
I was injured in the presence of my personal trainer Evan Freeman on July [redacted] 2016 with manger present in gym. Please see attached file "CheckInDates" which shows my last check in at the gym was on July [redacted] & that I have not been to the gym since that date. I was billed for Personal Training on July [redacted] see file PT_Payment. The manager & my personal trainer were made aware of my surgery that I needed to have for my injury and froze my account for three months on July [redacted].
I then proceed to cancel my account after the freeze do to my injury & I received email that my account was cancelled on October [redacted]. See attached file "Cancellation" showing this and that I provided the attached Doctors note about my injury. When I tried to obtain my personal training refund is when gym claimed I did not injure myself and said I need to have a substantial disability.
I froze my account a second time to prevent the gym billing me while I was going through this process.
 
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]

At the time of cancellation no proof of medical disability was provided. Member failed to meet the terms of the 60 day notice and therefore went into collections with late fees and service fees. In...

the spirit of good customer service we are removing the member from collections and cancelling out the membership.

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]