Retro Fitness

[redacted] came in this [redacted] 12/* at [redacted] after some back and forth to start settling some of her six months of delinquent payments. She applied one month of $188.10 at the club and I updated her billing info.She told me that she set up a payment plan with [redacted]...

[redacted] of $100 every two weeks (something close to this) and also asked if she could make payments at the club as well to be totally paid in full by March. I said not a problem since taking the money is better than leaving it outstanding. The next day at [redacted] proceeded to process the remaining five payments as her billing was updated the night before. This is new for [redacted] since before I needed to send a Credit Card Authorization form to process payments behind even when billing is unchanged. So obviously I look like the bad guy since I told [redacted] I cannot process payments without her being present.

Member was informed according to agreement must provide a doctors note stating member could no longer use gym because of medical condition/injury. Member has not provided any medical documentation....

Member also informed cancellations are 60 day process that start when medical documents are provided and member must pay all invoices due within the 60 days. The stated member would also have to have membership paid up to current status. Member received email of agreement on 9/**/2014 at 3:54 pm too [redacted].

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

"AUTOMATIC RENEWAL PROGRAM (Monthly Dues Member): Provided that Member is not in default of this agreement and subject to the terms and conditions hereof, the membership will automatically renew for...

the rate indicated below. Renewal terms may be cancelled at any time provided a 60-day written notice is delivered to the club's address. It is also understood that the club will not increase the monthly rate above the specified amount below." The above is part of the signed agreement that all members are told verbally upon signing and electronically the moment they sign the agreement. It is clear and concise instructions for the procedures required to cancel the Auto-Renewal or an agreement in full. There is also a very clear reason why we do not do anything over the telephone as we are proud of the notation system we have in place to ensure that adequate evidence is both provided and used correctly for the benefit of members and staff alike. [redacted]'s first noted contact with the club was in Oct, there were no notes to suggest she had contacted the facility previously and if she had she would of been instructed of the correct procedures at that time. With this in mind we will not be refunding any monies based on her obligations to the club and the agreement she signed on joining. A copy of the signed agreement can be provided if required.

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:
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:

Obviously the communication was in fact not recorded properly. I in fact went in to the business on April [redacted], 2015. Where I informed a member of their staff that I wanted to cancel my memebership. That is when they informed me that I needed to send a letter in writing. I went home that very day drafted the letter and put it in the mailbox. I asked for some corespondence back which it course I never recieved. I found this is in fact a scam. Unless the letters are sent certified the all manage to get "lost". This has in fact happened to at least 2-3 other people I know. Could it really be a coincidence? They do it on purpose to force the members that are trying to cancel to pay for more. I was fine with sending in the letter. I understood having to pay the two months after that. I have never had any problems with any contract I was ever in because I always know what I sign up for and I go by that. But I in fact sent the letter in April - April [redacted] to be exact and if they would have cancelled it when they were suppose to in stead of playing games I should have been finished paying my membership by June. Then they attempted to bill me another random 61.30  on August [redacted] which they claimed was a cancellation fee. Which in fact never existed in the contract. And if anyone was going through this frustration with being unfairly charged and having so much problems trying to cancel a membership they would be rude to. I do not like to be taken advantage of especially when My husband and I work so hard for our money. It's unfair that they do this and simply wrong! 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Sir,I have reviewed [redacted]'s account and complaint and respond as follows:[redacted] operates independently of Retro Fitness and is the Personal training company contracted to administer the personal training program in the gym and the contracts are independent from the gym contracts. I have...

spoken with the management at [redacted] on behalf of [redacted] in an effort to rectify her situation and have learned the following:[redacted] has graciously cancelled [redacted]'s Personal Training Contract at her request effective October 31. They cancelled the agreement despite the fact that [redacted] signed a 1 year agreement which had approximately 10 months remaining. Additionally, the contracts are not "trainer specific" since we have limited control over trainers leaving our employ. They also waived the 15% penalty for ending a contract early. The current PT Manager also informed me that [redacted] has 4 Training sessions available and would be happy to assist her in the utilization of the same despite the fact that they cancelled he contract at her request. [redacted] has approximately 6 qualified trainers on staff and the staff is comprised of "men" and "women" trainers and given the diversification of the staff, we are confident that We could place [redacted] with a trainer to her liking for the 4 sessions remaining. [redacted] has gone above and beyond to satisfy the client including cancelling a binding agreement and making available 4 remaining sessions.The agreement with the gym is a 12 month agreement. She currently has a VIP Membership which affords her unlimited Group Fitness Classes, Spin, Child Sitting and Tanning. Her membership also allows her use of any retro Fitness location in the country. Her agreement ends in September of 2016 with her last payment being August 2016. If it is not a convenient time to utilize her membership, she may activate the "freeze" feature of her agreement which would "Freeze" her agreement for up to 2 month's however extend the agreement by the same amount of time. When a member "freezes' their agreement, they are billed a flat $5.00 fee per month in lieu of regular dues however cannot use the gym during that time.Very truly yoursPete B., managing member

This is in response to [redacted] response. I apologize for the inconvenience but  her account for frozen for max amount of time listed on agreement.

Complaint: [redacted]
I am rejecting this response because:I did check into the club in March. I am more thatn sure that I signed my daughter up for daycare. I do not recall talking to any members. I had a friend who wanted to sign up tp the gym, whom was there with me, but after seeing the managers attitude changed his mind. There were a total of 4 people around us. 2 instructors and 2 retro employees. I just want to get this over with. Cancel my membership. 
Regards,
[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]...

Complaint: [redacted]
I am rejecting this response because: notice never received.  They advertise $19.99 falsely without clearly stating that there is an additional yearly fee.  It's a clear case of bait and switch.  I'd like a copy of the email sent.  Overall, poor business practices which I will avoid via cancellation of membership.  Company is not transparent w/ fees.  They tell employees to advertise $19.99 but fail to verbally relay yearly fee.  Yes, it's on the contract but they the customer is never verbally told of the yearly fee.  Overall, clear practice of a company on it's way to demise.
[redacted]
[redacted]

This member is misinformed.  They have attended the gym a total of 98 times and now that they have not paid us and are in collections they have a problem with their membership and account.  We show zero notes on heraccount that they ever called in to request a cancel and we do not under...

any circumstances allow anyone to call in and cancel a membership.  Specifically, our contract states in Section 16 that "If you choose to cancel this contract you must either 1) send a signed and dated written notice of cancellation by registered or certified mail, return receipt requested, or 2) personally deliver a signed and dated it written notice of cancellation to Retro Fitness".

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]
Retro Response: As to the allegations contained in the initial and subsequent responses, we respectfully refer to the documents submitted by the complainant as the best evidence and most accurate version of its contents and deny the allegations to the extent that they are inconsistent with those documents.
 
MP Response: The documents attached are not inconsistent with actual facts.I question if documents were actually reviewed by gym.
-The fact is that I had knee surgery and gym was in formed in July and froze my account as proven in documents.
-The fact is that I was still charged for PT Training even though my account was frozen. My document from the Retro Fitness website that shows I was charged proves that. Also that fact that I have not been in the gym since July [redacted].
-The fact is that I gave 30 days notice to cancel my account to ABC Financial and was granted the cancellation. My documents shows that
-Fact that Retro Fitness did not honor cancellation and forced me to obtain new doctors note & still will not refund my money after cancellation of my account. My doctors note proves that fact.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
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]

I received a letter from the Revdex.com from a member stating that she did not sign a contract with Retro Fitness, when she did when she signed up. Per our cancellation policy, in order to cancel for a move it is a 60 day notice (2 more months of payments, from the payment date) plus 25 miles out...

side of any Retro Fitness in the country. She is claiming that she never signed the agreement which I have here on file and can send to you as an attachment via email for proof that she was in a year agreement with the terms and the conditions in the contract. What is the e mail address that I can reach you at in order to send the agreement too you? Thanks Mike K[redacted] Retro Fitness of Manville General Manager

All of our members both personal training and gym are billed according to their individual agreements.  There are multiple trainers that we have on staff and it seems as though the member had an issue with this trainer.  We would like to help each member out if there is a conflict if...

possible and get them better suited to get their individual goals however, when they do sign a contract they are responsible for payment of the contract.  If they can let us know what days were missed and the trainer they were referring to that wold help greatly with their inquiry.

Neither Retro Fitness nor any of its employees have done anything wrong regarding the membership for [redacted]. The billing was updated from home by [redacted] or [redacted] and no staff members handled this account. [redacted] felt "inconvenienced' by having to contact [redacted] directly after he was informed his request to remove billing was unable to be processed on a club level.In reference to my supposed comments to [redacted] about [redacted], absolutely nothing negative was said. Everything that has been included in these letters back and forth is directly taken off our computers based on the interaction between Staff and member at that exact time.There are no faults to admit to. Everything is documented in our system and this situation cannot be more clear based on the letters back and forth.Gregg C.  GM

Please accept our apology. We assure you, the front desk staff are not spiteful or immature, they would not be employed by us if they were. There are policies and procedures in place they need to adhere to in order to keep things running smoothly for all members. I am happy to ensure your tanning...

times are met, if your running late, please let us know and we will hold your spot or reschedule for a time that is convenient for you. Please feel free to contact me directly should you have any further concerns.  Thank you.

[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.