Retro Fitness

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]

10/31/15
Dear Sir:
I am in receipt of the complaint registered by [redacted]. When she joined our facility in June, [redacted] was offered our pre-opening promotion which included $0 Enrollment fee and as a bonus for joining before the gym opened, a $100.00 restaurant.com gift card free....

It is our policy to reiterate the terms of the agreement which is a 12 month agreement. Our members use our [redacted] to sign the agreement and it REQUIRES that they scroll and agree to the terms before they can sign and the agreement is accepted. it clearly states in the terms that it is in fact a 12 month agreement and that THEY MAY CANCEL the agreement within 3 days of the actual opening of the gym or it remains in effect. Additionally a copy of the new member's agreement is automatically emailed to the email address provided.We opened the facility on July 31, 2015 and leading up to the opening, in addition to prominent signage, flags, and banners, we sent postcards to every home, made announcements on our [redacted] page, secured ads on local radio and our billing company, [redacted], called every member. Our manager through our gym software, also sent an email blast to every member announcing the opening date.
[redacted] checked into the gym for the first time on August 8, 2015 (9 days after opening). She again checked in on 8/9/15, 9/02/15, and again on 9/14/15 where we indicated to her that she needed her photo taken for her gym ID to which she cheerfully obliged. She returned to the gym again on 9/21/15 for a total of 5 visits. In October, she apparently tried to contact our manager who during this time was hospitalized suddenly, had surgery, and did not return to work for two full weeks.[redacted] is stating that she is “not happy” however does not provide any specifics and is not a valid reason to void her agreement. I have spoken to my manager who has informed me that he had been in contact with her however she was not pleased when he explained it was a 1 year agreement. Additionally, her claims of code violations are absolutely unfounded and without merit. It is a brand new facility governed by a brand new construction official who held us to every detail. The gym is fully code compliant or it would not have been permitted to open.
If it is not a convenient time for [redacted] to utilize the facility, we would be happy to "freeze" her membership for up to 2 months and would waive the charges. Additionally if [redacted] would be willing to provide us with the specifics of her dissatisfaction, we will do our best to rectify the situation up to and including upgrading her membership to include Group Fitness Classes at no charge.
It is our desire to satisfy our customers and will make every attempt to do so given the opportunity however it is a business and we cannot cancel agreements arbitrarily and without merit.
Very truly yours,Peter B. (Partner)

Hello,My Name is Justin D[redacted] I am the acting manager of Retro Fitness of Kenilworth. I spoke to [redacted] yesterday and let him know that I was the one who signed him up originally on October 31st of 2015. When he signed up the promotion we were running was "NO MONTHLY PAYMENTS UNTIL JANUARY". I...

explained to him that you will still be charged your annual fee on December 1st of 2105 and even showed it to him where it is highlighted in red on the contract on the computer. Our annual fee date is the same for all members depending on the sign up date. If you sign up between June 1st and October 31st the annual fee is billed on December 1st. If you sign up between November 1st and May 31st the annual fee is billed on August 1st. I tried to explain this to him again on the phone when he called and also offered to provide him with a copy of the contract. I also attached a copy of [redacted] contract to this email. I am sorry [redacted] feels that he was misinformed.Best,Justin D[redacted]

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

When I arrived to work, 06/01/2016 at 8:00am there was a note to call [redacted] first thing in the morning. I contacted [redacted] at approximately 8:17am and he told me that his card is on file for [redacted]'s membership and he does not authorize the payment. I looked into her account and...

advised that it appears [redacted] or [redacted] updated the card on file from home and that none of my staff made any adjustments to her account. Stated that if he is not authorizing a payment, he must call our billing company, [redacted] and they will be able to stop payments. [redacted] responded "So you're no help to me and I will just call [redacted] and report the card charge as fraud". stated you can do that or just speak to [redacted] and they will handle it. [redacted], now sounding irritated said "no that's alright' and then hung up.At 8:31 am [redacted] called back and Deana who was working in childcare answered the phone. He asked "what is your manager's name and your corporate number'. She said hold on will get him and transferred the call to me at the front desk. When I picked up [redacted] asked me for my first name, which stated, then asked for my last name which stated. He asked me to spell it and I asked "what is this in reference to" as he then proceeded to try and spell it out. said the number to Corporate is ###-###-####, have a nice day and hung up.At 9:54 [redacted] called back for the third time and said that he needed the number to the billing company. I advised that I tried giving it to him the first time he called but he became irate and kept saying "I am no help to him". [redacted] said "well I went ahead and filed a report with the Revdex.com, the Retro Fitness corporate office and the credit card Company'. I told [redacted] that's fine, initially tried referring him to [redacted] when he said he didn't put his card on file and didn't authorize the payment but he wanted no part of it. When he got bent out of shape l wasn't calling them on his behalf and I wouldn't spell out my last name he said what are you hiding? I then spelled my last name for him and told him to have a great day and hung up.Gregg C. GM

We apologize for the inconvenience you have experienced. All of our members are given the same contract and adhere to the contract details. It is fair that we treat all members equally and do not show favoritism towards one in particular. Thank you for your membership and understanding.

Retro Fitness [redacted] is in receipt of the Revdex.com letter filed by [redacted]. Our PT Contract clearly states that If upon a doctors order, you cannot physically receive the services because of...

significant physical disability for a period in excess of six months the contract may be cancelled. A doctors note would need to be provided stating a permanent disability. We have not received a physicians note stating this. Management received a notice of cancellation on 12/**/14. Retro Management completed a cancellation request form and distributed to the Personal Training Management. We have reached out [redacted] and informed her that if we receive a note from her doctor stating she has a permanent disability we will go forward with the cancellation. If that is not the case, in good faith we will freeze her account for 60 days. She would need to complete a quick freeze form. Below please find the Cancelation verbiage as stated in our contract. Also, please find attached a copy of [redacted]s signed PT contract. Notice of cancellation shall be in writing subscribed by the buyer and mailed by registered United States mail to the seller ADDITIONAL RIGHTS TO CANCELLATION: You may also cancel this contract for any of the following reasons: A. If upon a doctor’s order, you cannot physically receive the services because of significant physical disability for a period in excess of six months. B. If you die, your estate shall be relieved of any further obligation for payment under the contract not then due and owing. C. If you move your residence more than twenty-five miles from any health club operated by seller. D. If the services cease to be offered as stated in the contract. E. Proof of death (death certificate), disability (a doctor's note) or relocation (lease or mortgage, utility bill in the member's name with new address, member's driver's license with new address) may be requested by the club before cancellation will become effective. All moneys paid pursuant to such contract cancelled for the reasons contained in this subdivision shall be refunded within fifteen days of receipt of such notice of cancellation; provided however that the seller may retain the expenses incurred and the portion of the total price representing the services used or completed, and further provided that the seller may demand the reasonable cost of goods and services which the buyer has consumed or wishes to retain after cancellation of the contract. In no instance shall the seller demand more than the full contract price from the buyer. If the buyer has executed any credit or loan agreement to pay for all or part of health club services, any such negotiable instrument executed by the buyer shall also be returned within fifteen days. If you have any questions please feel free to contact us.

The customer claim doesn't match with all the info that we have in records. Since 2012 this customer is going in and out of collection always for credit card issues. Now he want to cancel the membership but we have rules and procedures to follow. the customer asked the employee as a favor to waiver...

the cancellation fees but he can't and the customer was upset. He called back trying to froze the account because is moving but he need proof of address and he cannot provide it. Account now shows a past due balance.

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 have never received a copy of the contract. I have gone through my email where I file my important emails and I do not have it. I asked Retro Fitness to provide me documentation showing where the email was sent and they was not able to provide this information. I am also looking for a refund of the cancellation fee of $49.00 I have checked everything I have my important papers in and I do not have anything pertaining to Retro Fitness. I was never even given a copy of any thing other than the card to get in. As with the company I work for we always keep copies of outgoing emails on customers account to show that important documentation was sent to them. I would like for Retro Fitness to provide me a copy of the email they  claim I received. This will be my second request for this information.
[redacted]   In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted] 
 
 
 
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 can see that there is no resolution available with regard to this issue. I know what I was told. I would like my membership to be cancelled asap.
I have reviewed the response made by the business in reference to complaint ID [redacted].
Sincerely,
[redacted]

I am rejecting this response because:As I read the response from the gym, I there is a few things she left out. I told her to check the daycare records to verify that I have been there in the months of march. She refused saying that I was not registered. Perhaps, if I raised my voice, she could have instructed me to her office to talk in a more private manner, not vent my business in front of the entire staff/members. I just want to be able to cancel my membership without penalties. As I understood, once I reached my 2 years of contract it was a month to month business. I never signed any documents or stated I wanted my membership renewed. I want to be able to work out in A place I feel comfortable, unfortunately, retro is not that place anymore.

Member provided medical note/information for a medical cancel on 9/**/2014. According to Retro Fitness Agreement cancellations are a 60 day process. Member was informed that invoices for 10/**/2014 and 11/**/2014 would still be owed for cancellation to be finalized. Member never paid these invoices....

Member received copy of her agreement to email address [redacted] on 01/**/2014 at 9:19pm when she joined the gym and entered her agreement. After 90 days of not paying the 2 stated owed invoices member automatically is sent into collections status. Member cancellation will be complete when she comes into club and pays $41.78 which is total of 2 stated invoices and as member was informed.

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:

On December **, 2014, my friend [redacted] and I attended a one hour personal training information session.  During this session, the trainer, [redacted] covered the benefits of training over the next 12 months.  When [redacted] and I asked about the cancellation policy for any training, [redacted] said that we needed to let the gym know a month in advance.  I knew that I was going to work abroad this summer as I do every summer.  I made it clear that I was going to be away and would therefore need a membership I could freeze or cancel.  Under the condition that we would be able to cancel our contract with a one month notice, we each signed a computer pad that counted as a contract signature, but were not shown nor provided with a written copy.  We were informed a written copy of our contract (that supposedly contained what we discussed), would be emailed tous.  We each paid for two months of training: once for the first month of training and once for the last month of training.  According to the club’s statement, they believe I was sent the contract agreement on December [redacted], 2014. However, the club had the wrong e-mail address and until recently, also had my name misspelled.  I went to the club in person to fix the email address, and although they sent me an e-mail onJanuary [redacted] to register for [redacted] so that I can access information on my training sessions and my membership, to this day I still cannot access my account.  On severaloccasions since, I have spoken to people at the front desk and to my trainer, but no one has been able to fix the situation. I e-mailed the manager, [redacted], who (supposedly) contacted the IT department, but it is now May [redacted] and I still cannot access my online account.  In April, I gave my one month notice to cancel my membership, but was told I was unable to do so.  I finally received a copy of my contract on April [redacted], but it was very different from what we had agreed upon, including no language expressing the ability to cancel with a month’s notice as we agreed upon verbally.The process of making the agreement was so rushed and slipshod that we were not fingerprinted (despite this being part of the club’s policy) and our files, which contained measurements, fitness goals, health concerns (including a previous back injury for [redacted]) were lost between this initial meeting and the first training session.  This led to a significant waste of time during the first session as the information had to be taken again.  Because the back injury was not communicated by management to the trainer, our initial trainer refused to work with [redacted] as he felt uncomfortable treating anyone with back difficulties.  At most, 10 minutes of exercises were done during this 30 minute session.I believe Retro Fitness committed fraud (agreeing to a one-month notice for cancellation, but then reneging and replacing our agreement with a yearly contract) and the [redacted] is denying my request for cancellation.  I am requesting that the Bureau of Consumer Affairs intervene.  
Regards,[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

In response to Mr. [redacted] compliant. We will cancel his account, [redacted] today even though he did not formally come in and cancel or send a letter as requested . His previous...

request was only to freeze his account, not to cancel. As far as a refund, JN account will be closed with  past due balance. His last payment was in April. The payments that he disputed $163.58 were returned to him by his bank. Enclosed please find a history of his payments, his refunds, request to freeze and conversations with JN. We do hope this matter can be resolved as soon as possible. If there are any further questions please contact me at ###-###-####.
Regards,
[redacted]

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

I'm not sure what [redacted] is referring to when she says the manager is never here, I'm here Monday through Friday at least 10 hours a day and regards to phone calls I return them everyday. She was offered to come to the club and sign the paperwork she probably didn't hear because she was screaming at me most of the phone call. The form is still at the gym and its darted 3/**/2016 I filled out the paperwork the day we spoke. I have advised ABC Financial of her payment of $39.98 and have giving them permission to cancel her account as soon as they get payment
Thank you!

[redacted] I apologize for the delay in response but I was having problems with the website. I then called and was notified that I must respond to you via email so thats what I am doing.Our member  [redacted] signed a membership agreement that is on file with the state that states in...

bold printAUTOMATIC RENEWAL PROGRAMProvided that Member is not in default of this and subject to the terms and conditions hereof, the membership will automatically renew for $19.99 + TAX. Renewal terms may be cancelled at any time provided a 60 day written notice is sent by certified mail to [redacted]. It is also understood the club will not increase the monthly rate above $19.99+TAX.these are the notes from the billing company. The member was notified  again of cancellation policy as well as they were responsible for the payments throughout the 60 days. member never stated that they wanted to cxl account. Every phone call is recorded.auto renew on 01/16/2015Auto RenewDAYEND04/08/201507:40 AMLMALEFT MESSAGE ANSWERING MACHINEDIALER04/08/2015[redacted]AGENTLESS DAILY DECLINEDDIALER04/08/2015[redacted]USER ID : DIALERDIALER04/08/2015[redacted]CALL ID : [redacted]DIALER04/10/201504:12 PMCNXCALLING REGARDING A CANCELLATIONCEC04/10/201504:12 PMCNXCEC04/10/201504:12 PMCNXCEC04/10/2015[redacted]? YOU MUST SEND IN A 60 DAY WRITTEN NOTICEC04/10/2015[redacted]CE TO CANCEL YOUR MEMBERSHIP AGREEMENT.CEC04/10/2015[redacted]? THE POSTMARK DATE BEGINS THE 60 DAY PECEC04/10/2015[redacted]RIOD. ? YOU ARE RESPONSIBLE FOR ANY PAYMCEC04/10/2015[redacted]ENTS DURING THE 60 DAY PERIOD. SENT VIACEC04/10/2015[redacted]REGULAR OR CERTIFIED MAILCEC04/12/201506:21 AMLD0Draft Delinquent Letter EML [redacted]DAYEND04/15/201505:21 PMRLMReceived letter from memberAAH04/15/2015[redacted]Receive Date: 041515AAH04/15/2015[redacted]Postmark Date: 041515AAH04/15/201505:21 PMFYIFOR YOUR INFORMATIONAAH04/15/2015[redacted]RLM REC DATE - 04132015AAH04/15/2015[redacted]RLM PM DATE - 04102015--paymentsInvoiceAmountPaymentAmountBalanceReverse06/06/2015CREDIT CARD PAYMENT-21.390.0006/06/2015Dues21.3921.3905/06/2015CREDIT CARD PAYMENT-21.390.0005/06/2015Dues21.3921.3904/17/2015CREDIT CARD PAYMENT-62.290.0004/15/2015CREDIT CARD DECLINED0.0062.2904/13/2015CREDIT CARD DECLINED0.0062.2904/10/2015CREDIT CARD DECLINED0.0062.2904/08/2015CREDIT CARD DECLINED0.0062.2904/07/2015CREDIT CARD DECLINED0.0062.2904/07/2015Dues - pft ctr ANNUAL42.7962.2904/07/2015Service Charge as. 04/07/201519.5019.5004/06/2015CREDIT CARD PAYMENT-21.390.0004/06/2015Dues21.3921.39We were following our policy that member was fully aware of as she has been a member since 2-06-14

05/15/2017I have emailed [redacted] on May 8th at 8:18am a week ago regarding this issue and there was no answer, My email to him read:"Hello [redacted],I have received a letter from the Revdex.com regarding a cancellation for a membership that you and your wife purchased about 18 months...

ago. Can you please provide the name of the person who you bought the membership for and I will be happy to look at the account and see how we can go about canceling it for you. Thank you”There is no member in my system with the last name [redacted]. Can you please provide the name om the membership and will be happy to look up the member and find necessary ways to cancel the membership,Gregg C. GM