Retro Fitness

Business Response to a Complaint



Complaint ID#:


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Staff Member:


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Response:
Customer's membership was cancelled on 8/15/14, effective 8/16/14, the day after his certified letter was received and read at the gym. Messages were left on customers' telephone number on 8/15/14 that was provided in the letter. Customer did not call back gym to further discuss this and to make sure all was ok,as requested. Furthermore, customers' last 3 charges for 6/25,7/25 and 8/1 were refunded on 9/4. The charge amounts were $21.39,$21.39 and $31.03 (monthly dues and annual membership fee). Customer was contacted today, 9/16/2014 at two different phone numbers to reassure him that last 3 charges were refunded and membership was cancelled last month as requested. Unsure why letter was sent to Revdex.com when this was addressed last month and customer was contacted. Thank you Retro Fitness of Hackensack
Sent on: 9/16/2014 4:20:20 PM
Sent by: 72.89.17.162

Complaint: [redacted]I am rejecting this response because: I personally think this is highly unusual and I did not see this in my contract, please send me a copy of it clearly marked in yellow.  Also, it isnt fair to be unreasonable to the consumer.  I hardly used the gym and waited a whole year to cancel.Regards,[redacted]

ALL CONTRACTS ARE E-MAILED TO NEW SIGN UPS TO THE E-MAIL ADRESS THEY GIVE AT SIGN UP. THE CONTRACT STATES THAT AN ANNUAL MAINTENANCE FEE WILL BE CHARGED EITHER ON AUGUST 1st OR DECMEBER 1st DEPENDING ON...

YOUR SIGN UP DATE. WE ARE SORRY THAT SHE DID NOT READ THE CONTRACT AND BECOME AWARE OF THIS.  MEMBER CANCELLED HER MEMBERSHIP ON AUGUST 8th DUE TO MEDICAL REASONS.
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Response:Last night we met with the member who filed the complaint and worked out a solution that worked for all parties involved.

2/1/17Dear Sir:Our response to [redacted] complaint is as follows:[redacted] entered into a gym agreement for a period of 12 months at the monthly rate of $19-99 per month with an annual maintenance fee of $39.00 (once per year on Dec. 1st) She paid $0 Fees to join, just the 1st month's dues. On...

her agreement which was emailed to her (automatically) immediately upon joining it is stated that after the down payment of the first month's dues ($19.99) there are 11 additional payments of $19.99 due plus an annual maintenance fee of $39.00. Additionally, in bold the annual fee is listed as well as the provision that she had 3 business days to cancel the agreement and receive a full refund of any monies paid. Also that in order to cancel after the 12 payments have been satisfied, she may do so by remitting a CERTIFIED LETTER with 30 days advance notice of her intention to cancel.After reviewing her account, her first call requesting cancellation was on the afternoon of October 12th, 2016. She was instructed that she fulfilled her agreement and could cancel with 30 days notice by sending a certified letter stating her intent to cancel and we would recognize the postmark as day 1 of the 30 day cancellation notice. We have this procedure in place so there is no disputing by either party when notice was given. During the 30 days notice, a member is responsible for any invoices that occur during this period including monthly dues or annual maintenance fees however of course the member is free to utilize the facility up until the actual cancellation date occurs.[redacted] correctly sent the certified letter with a postmark date of 11/14/16 and was received on 11/17/16 and as is policy ,we recognized the postmark of 11/14/16 as day 1 of the 30 day notice however the invoices that [redacted] is disputing were correctly generated since they were within the 30 day notice. Her monthly dues of $19.99 on December 3rd 2016 (the 3rd of the month was her billing date each and every month) and the annua! maintenance fee of $39.00 due on December 1st. Her dues payment of December 3rrf permitted her to utilize the facility up until January 2nd at which point, her membership was cancelled and there was no further billing.The invoices that are being disputed were correctly generated as per her agreement and paid by member. While no refund is due, as a customer courtesy, we would be willing to issue the member a complimentary 30 day VIP Membership at no charge that would expire in 30 days after activation with no cancellation request necessary. The offer would not be transferable.Very Truly
Yours,Pete B.Managing Partner

Same as others. 30 day Trial, canceled within the time frame, then got a collection letter a year later for over 700 dollars.I went to rapid fitness and discussed becoming a member. I was advised I would be in a 30 day trial period. During this trial period, I decided to go to collage, rather than waiting a year and continue to work. I advised rapid fitness within the agreed time frame that I would not be moving forward as a member, and to my knowledge, that was the end of the agreement. From that point on, did not receive a bill.In November, I received a letter, really out of the blue, from a collection company saying I owed them $711.00. I was stunned.Rapid Fitness did not mail me itemized monthly billings, or contact me to say I owed them money. They seem to have waited until the entire (non) contract was due, and then just sent it to collections.If I had ever been contacted for non payment at any time up to and including this date, this could have been resolved way before I was to get a collections letter. I went to rapid fitness maybe 3 times during the trial, and never returned.Desired SettlementEasy, Remove the false billing, bring my account balance to zero, remove from collections and ensure my credit report is not damaged in any way due to their mistake.Business Response /[redacted]/To fulfill the thirty day trail the customer must use the gym 10 times and 1 personal training session which did not occur. to our records we never received a written notice so the account was never closed. At this point I am willing to cancel the account and move on with no further billing.Consumer Response /[redacted]/Rapid Fitness states.....At this point I am willing to cancel the account and move on with no further billing..........Thank you Rapid Fitness for your cooperation in this matter. We all know things happen in the course of business, and it is how it is handled that seperates the quality businesses from the "Not so honest" ones. I would like some sort of paperwork saying I have a zero balance.Final Consumer Response /[redacted]/

I canceled my membership, never told it was a contract, spoke to gm, waived fees, still getting charged. Corporate never answers.I canceled my membership online in the month of December. I noticed that 2 weeks later I was charged $48. My monthly fee should only be 20. I was never told it was a year long contract. I contacted the general manager who tried telling me he was new and had new staff. He settled with me telling me he would waive all the other fees and just to send me the transcript of the email is sent to corporate. Luckily I still had it saved and sent it to him. I also tried calling corporate earlier that day with no answer. Since then I was received multiple phone calls including one today saying that I owe money to retro fitness. I first contacted the gym on december 31st, and again on january 1st. This has been going on for over a month and it looks like my only option might to be cancel my debit card and get a new one.Desired SettlementI want my 48 dollars refunded to me as this is rediculious. I was trying to compromise with you and call it even but obviously that isn't going to work anymore, you keep trying to charge my account when I told you I didnt have money to pay it in the first place, you are going to cause an overdraft in my account and are damaging my credit score from these failed transactions you are sending my bank.Business Response the customer spoke with the manager at the facility at the end of December he was charged a late fee and monthly due which is why the payment was $48.00 they agreed to process the cancellation on the account as of that day which has been processed. The facility cannot issue a refund as the payment was due and the account is closed.

tried last October 2015 to cancel month to month membership, was told that it was taken care of, not cancelled but still charged 8 more timeswent into gym located at [redacted] Drive in [redacted], NC last October 2015, told clerk to cancel membership, was told it would be taken of, apparently it was not, it was only after we got a call this month (Sept 2016)about a payment being due were we made aware that it was not cancelled, we have been charged 8 more times since October 2015, went back to gym to attempt to cancel again and gym wants yet another payment before they will cancel. They verified that we, my husband and I have not checked in for over 300 days...Desired SettlementREFUND of 8 months of payments (319.00)

Three separate charges/account numbers were sent to collection from Retro Fitness. Invalid charges.I had contacted Retro Fitness last week and spoke with an employee that was by herself at the desk and couldn't assist me at the time and let me know that she would call me back last week. I haven't heard anything since last week. I called this morning and she was out because of a sick child. I was planning on waiting to hear back from her again but at this point, these charges are fraudulent and inaccurate that I needed this taken care of immediately. I had moved to Nashville,TN January 2014. I had sent a letter to Rapid Fitness (now Retro Fitness) stating that I had moved out of location. Around April/May 2014 received a collection call that I owed $150 on the account. I called Rapid Fitness corporate at the time and they told me that since I sent the letter outside of the billing cycle, I still owed charges. I believe it was back pay of three months. When I moved, I changed banks so the automatic monthly payments couldn't be debited because I had closed my account. I then sent a check, May 2014, another letter stating I had moved as well as a copy of my insurance bill (showing my new address) to have the $150 paid for and removed off of collections. All instructions given to me from Rapid Fitness (now Retro Fitness) Corporate officeNow in 2015, I'm looking at my credit report and have THREE separate charges for now Retro Fitness. I called the collection number and spoke with them which was completely confusing in itself, mentioning I had a [redacted] on my account?! I don't know a [redacted] I then called Retro Fitness and spoke with a [redacted] or [redacted], I can't recall. I explained my situation and she said that she was the only one at the front desk and couldn't assist me at the time but would give me a call back. A week later, I haven't heard from her. I then called today to check in and she was out because her child was sick, all from what the front desk told me.I have a confirmation for payment that I paid of May 2014 as well as a copy of my check from the bank that was drafted from Rapid Fitness for $150. I'm not disputing the original charge that I paid, because that was taken care of. I am disputing the three charges that totaling over $300. As for the collections on my account from Retro Fitness is listed below: The last 4 numbers of the account number were asterisked out.retro fitness glenwoodaccount number: XXXXX$1501/3/14-openedretro fitness glenwood account number: XXXXX$132opened 5/2/14retro fitness glenwoodaccount number: XXXXX$117date opened 11/20/14It looks as my member number that was written on the check was AXXXXXXXXXA or AXXXXXXXXXXXXX. My name at the time of membership was [redacted].Desired SettlementI am wanting all three charges taken off, removed from collections and removed my credit report. Information below from my credit report:As for the collections on my account from Retro Fitness is listed below: The last 4 numbers of the account number were asterisked out.retro fitness glenwoodaccount number: XXXXX$1501/3/14-openedretro fitness glenwood account number: XXXXX$132opened 5/2/14retro fitness glenwoodaccount number: XXXXX$117date opened 11/20/14Business Response /[redacted]/Please have the customer contact me directly at [redacted]@theeftgroup.com so I can assist her in resolving her concern. I look forward to working with her in resolving this. Consumer Response /[redacted]/I received confirmation to contact directly to an email address on 8/27. I sent an email that was requested on 8/28. I have not received a reply yet nor a phone number to contact.All I need to have happen is for these charges to be removed and taken off my credit report.Final Consumer Response /[redacted]/(The consumer indicated he/she DID NOT accept the response from the business.)I would like a confirmation number or email sent to [redacted]@gmail.com confirming that account has been removed and off collections. Thank you for resolving this. Once I receive I will accept.Final Business Response /[redacted]/I would like to confirm the account has been removed with no further billing.

Sent in the required cancellation paperwork for myself and my wife [redacted] but business continues to draft payments outside of contract.We mailed in the provided membership cancellation paperwork more than a month ago but are still getting payments drafted out of our bank account. My contract # is XXXXXXXXXA. Have attempted to contact location but manager was never there. Both our contracts have expired and we relocated to Charlotte, NC so there shouldn't have been any issue with canceling. Would like this resolved ASAP to prevent more unauthorized charges. Had nothing but a good experience with the business until this.Desired SettlementWere charged $29 each for a total of $58 on 8/31 and 9/10. Would like that refunded and our membership cancelled so that no more payments will be drafted.Business Response /[redacted]/I would like to confirm the accounts have been closed per the letter mailed in. The facility requires a thirty day notice that was the customers last draft. I would like to again confirm the accounts have been closed.

I took a Personal trainer package last year with the retro fitness company. A few months later I tried canceling with this company and I still trying to cancel to today. I have called I have written and I have emailed. although I have not had one session with this company since august they are still billing me. I changed my credit card this company billed me under another name in l late December.Desired SettlementI want this company to stop billing me for a service which I have not been using for more than four monthsBusiness Response [redacted] is the PT manager at the location and can assist you with your cancellation please contact her at 919-510-6994 or you can speak with her at the location.

I canceled my membership with Rapid Fitness and they won't give me a refund. I joined Rapid Fitness because it was nearby and had hot yoga, after a week of joining, the gym closed and moved to another location father then where I live. They moved to a location off of Glen wood ave, from their Falls of the Neuse location. I prepaid so I would receive a lower amount. I went to the Glen wood gym (no Hot Yoga at the time) but it was too far to fit into my schedule. Rapid fitness (Retro fitness) charged me a annual fee (although I had not been there for a year) and wanted to charge me the price of the new building and not from my contract (10.00 less). I went to their office and explained that I should not have to pay the new fee amount if my contract was charging a lower fee. The employee at the register agreed and charged me the lower annual fee. I asked for a cancellation form and filled it out on the spot. The employee informed me that my refund should arrive in the mail. This was in February of 2015 when I filled out this form. It is now June and I have yet to receive anything. I have contacted the gym by email, I was contacted once asking what I was talking about. I followed up with another email explaining the situation in May 2015 and have been ignored ever since.Desired SettlementWould like a partial refund back from the month of February 2015 when I filled out the cancellation form to September 2015 when the contract ended. Business Response /[redacted]/The client joined for hot yoga at the north Raleigh location we did close that facility and relocated the members within an 8 mile radius which is within our contract. Hot yoga is provided at the other facility. We cannot process the cancellation on the account as explained to the customer we did indeed wave the fee on the account as she did a Paid In Full. the customer can contact us if there is something else she would like to discuss. Consumer Response /[redacted]/The company's response is simply untrue. I was not contacted and emails sent to the company were ignored. They had me fill out a cancellation form at their new building and informed me that I would receive my refund by mail. Also, I am NOT within a 8 mile radius for the new building, which is why I wanted to cancel my membership. I was within their 8 mile radius when they were at the previous location, but not now. Also, they did not waive the fee on my account, the charged me the fee for the original contract that have from the old location vs the higher fees and I have the bank statements to prove it and my original contract.Final Business Response /[redacted]/Per the state statue we can we relocate clients 8 miles from out present location which we did. According to our records we waved the fee as we had no credit/banking information on file. If the customer can support that she was charged we will issue the refund for the gym improvement fee. Our product never changed we offer hot yoga and would love to get her in the class. I can only honor the agreement she has with the company.

I tried to cancel my membership back at the end of February when I moved and was continued to be charged until my contract ended in July.I tried to first cancel my membership at the gym front desk. They said they cannot cancel it and I would need to mail a letter to their membership department. I mailed the letter in the end of February. I received the letter back about three weeks later as it had never been delivered to the address that was provided on the cancellation form they had provided me. I then got in contact with someone in their membership department named [redacted] ([redacted]@aol.com). Who told me that she would need a copy of my new lease agreement to prove that I had actually moved. I emailed it to her and waited for a response. After about three more weeks of not hearing back from her and seeing no change in my bank statement, I emailed her my lease agreement again. This time, she emailed me back and said I did not move far enough away to cancel my membership without a penalty of 20% of the remaining balance of my membership contract (which was 5 months remaining). I then asked how much the fee would be. I did not hear back from her for another two weeks approximately. So, again, I re-emailed her inquiring about the fee and asking her to again cancel my membership. She responded and said she had gotten no such previous email. So, I forwarded her the entire email conversation we had, which showed dates and times that I had emailed her and how long it took her to respond to my emails. I still have not heard back from her after forwarding the previous email conversation to her again. I can understand if I have to pay a penalty for canceling before the contract was up (even though that was never mentioned previously and when I specifically asked about canceling if I were to moved they said it was no problem and never mentioned a "minimum distance" you must move) So, I was charged $19.99 every month since the end of February when I initially tried to cancel my membership (March, April, May, June, and July which I have bank statements for) which total $99.95. Their slow responses and unprofessional actions have dragged out over the past 5 months just to simply cancel a membership, which I was not even trying to argue out of paying the cancellation fee for (even though it was never mentioned and I specifically asked about it when I first signed up). I would be happy to send the email conversation between us as well as any bank statements needed. Thanks for your time!Desired SettlementI wish to simply be reimbursed for the previous 5 months (March through July) which I was charged. If you look at my account, I have not been in since the end of February when I moved and tried to originally cancel my membership. Even if you need to charge me the 20% of the remaining contract fees you mentioned in an email (although it was never mentioned previously when I specifically asked before signing up) then so be it. 99.95 - (20% of 99.95) = 79.96 which is the minimum I should be refunded after including the never before mentioned cancellation fee if you don't move a "minimum distance" from the location. Thanks for your time!Business Response /[redacted]/the client received a refund and the account was closed. I apologize for the delay in response and any misunderstanding. I spoke with the rep handling the account and this will not happen again.

I was charged an additonal $19.50 for my gym membership that is supposed to only be $19.99. On June 30, 2016, I received a direct deposit from my employer. On the invoice from the gym, it also appears that they attempted a draft this day as well. I have proof that a direct depost was completed the same day of their draft. This has happened before and I never received an additional charge. I would like to be refunded back $19.50 and I am willing to provide proof of the direct deposit that was sent to my bank on the same day, so there was no insufficient funds. I spoke with someone at that gym who says they can only go by the bank. It is unaccetable. Also in my agreement, it speaks of late fees or service fees, but it does not specify the amount that the card can be charged. This means that RetroFitness has the ability to take out any sum of money they deem fit without the member knowing what the fee is for until after it has been applied to their card. If I try to cancel my membership they will add on another fee. I dont want to cancel my membership, I just want my $19.50. I would also like to know whenProduct_Or_Service: Gym MembershipDesired SettlementPlease refund my $19.50 to my card. If you want proof that a Direct Deposit was made on June 30, 2016, I can provide this. There is no reason why my card was charged an additional undisclosed fee when the funds were available.

I went in to cancel my membership and after a year I find out that they didnt and and sent it to collections I went in to cancel my membership and after a year I find out that they didnt and and sent it to collections Desired Settlementto pay back from the date I canceled

I started a membership with this company over a year ago and was told I didn't have to sign a contract. Shortly afterwards I found out that I did sign up for a year. I didn't want to ruin my credit so I paid 19.99 each month and never used the service for a full year. I called the company in February to cancel my membership and was told it was no problem and that it was cancelled. A month later I receive an email saying I'm months behind,so I call to question why. I was told it was never cancelled and I needed to pay for my missed months before they would cancel my membership,this came from the manager. I was scammed from the beginning and I don't want my money back I just want out of the contract. I will never do business with this company again because they don't make anything clear. How can they tell me I can't cancel. I paid a year and didn't go there not even one time , this is crazy.Product_Or_Service: 1 year gym membershipDesired SettlementI want the contract cancelled. I don't understand why they want me to pay for a service I never received.

Review: Back in 2013 I went to retro fitness in New city & signed up for what I was told was a 1 year contract. Later on I found out that the sales person had lied to me & it was actually a 2 year contract.. I tried everything in my power to cancel, I was advised by one of their workers to go in person to cancel. I did as they had asked and when I arrived at the location they told me no & there was nothing that they can do to break the contract. I asked to speak to the manager who was too busy & looked like he was under the influence of some narcotic to say the least. I just received a phone call fro ma collection agency advising me that my contract was automatically renewed without my permission and I owe the company $55.40!!!!!!!!!! I refuse to pay this this is absolutely absurd I need to have this account cancelled and make sure that my credit is not negatively effected my these lairs !!! Please help me resolve this issue ASAP. I appreiciate your time!Desired Settlement: Membership cancellation ASAP w/o out any additional charges this is the worse fitness company out there & I will do everything in my power to let everyone know!!

Business

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.

Review: I joined Retro Fitness in September 2011 with a 1 year contract. After the first year, my membership was to continue on a month-to-month basis. Retro Fitness billed my credit card monthly for my membership fees.

In November 2012, I moved out of state; the closest Retro Fitness to where I moved is over 100 miles from my new address.

In early March of 2013, I called Retro Fitness to cancel my membership. I was told that they needed a month notice, but that it was otherwise cancelled. Retro Fitness did not ask for anything relating to my new address.

In May, 2013, I noticed that my credit card was charged in April. I emailed Retro Fitness again asking that my membership be cancelled.

Retro Fitness replied saying I must provide "60 days notice".

I replied to Retro Fitness, citing New York General Business Law § 624 paragraph 3, which allows me to cancel membership without delay or further notice once I moved away.

Retro Fitness disregarded this email, and continued to charge my credit card in May and again in June 2013.

Retro Fitness has also referred me to a debt collector who has been calling me and demanding $209 for a "delinquent account". When I ask the debt collector to verify the account, they either verbally argue with me and/or hang up on me.

I believe that referring me to a debt collector is a form of retaliation and harassment for demanding that Retro Fitness cancel my membership and citing New York law as my grounds for doing so.Desired Settlement: I demand to be refunded the charges made to my credit card since I first requested that my membership be cancelled. I also demand Retro Fitness discontinue their bogus debt collection efforts immediately.

Business

Response:

Dear [redacted],

I am responding to the complaint ID [redacted] for [redacted] where he had stated that he tried to cancel by phone in early March. I have pulled all records on this member and will be attaching them to this email. Although this member stated that he was told he could cancel by phone with one months notice this information is incorrect. For a cancellation a member must summit the cancel request in writing. This is stated on the front and the back of the contract. For a member who is past the first year they must give 60 days' notice on the account. If the member is within the first year they must pay the remainder of the contract, transfer the account to new person wishing to join, or they can send in proof of moving 25 miles or more from the gym, or they can summit a Dr note that states they cannot work out for 6 months or more. Only managers are allowed to handle cancellations and all staff will direct a phone call about cancellation to a manager so we can check the account and billing dates to give the most accurate information regarding the billing. Once a manager speaks to the member the manager will put notes in the account regarding the information so when we get the written request or when the member comes in the person the staff member who is currently working can see what I was said and how to help the member. This account does have notes but not regarding the cancellation. All notes on this members account are regarding his collections.

The member originally signed up on 3/**/2010 for a 1year membership (membership number [redacted] Document 1). The member provided the address of [redacted]. He stopped making payments on this account and it went into collections. The member returned to the gym on 9/**/2011 and claimed to be a new member. He made a new contract (membership number [redacted] Document 2). He also gave the address of [redacted] at sign up. Upon reviewing the contracts I realized this member had two accounts. I spoke to him when he was in the gym personally on 2/*/2012 (Document 3) and explained he had an account in collections that needed to be cleared up and resigning was not going to resolve the past due amounts. [redacted] tried to tell me that the first account was opened by another person using his name. We reviewed the signatures on the account and they were exactly the same (See Documents 1and 2): Also we had remembered seeing HIM in the gym.

I told the member on 2/*/2012 that regardless of who he was saying signed up all the information is in his name and he needs to clear this up with collections regardless. He understood and said he would speak to his brother and get back to us. We allowed him to keep the second account but explained our contract with the collections company would not allow us to touch his original account without their confirmation of payment and release on the account. At the time he said he would talk to his brother and have him pay this past due. I called him several times after 2/*/2012 but we never heard from him on either account until we received the Revdex.com complaint. I am providing you with all notes on this account and any information I have.

At this time he owes for his collections account and if he would like to cancel his current account he will have to submit this is writing or come into the club and sign the forms in person. He can provide proof of move if it is further then the 25 miles required on the contract. At this time he is not owed a refund but will continue to be billed until he resolves his active account with us. His collections account will have to be handled with First Credit Services our collection company.

If you have any questions regarding this account I can be reached at [redacted] M-F 12pm-11pm.

Thank you,

[redacted] General Manager

Review: On July *, [redacted] I joined Retro Fitness and I also purchased their personal training membership services (EF**roup) in anticipation of losing weight and to learn how to properly use their fitness equipment. Sadly, July **, [redacted] I was injured while training with [redacted], personal trainer/manager. I exacerbated my back. I was in severe pain and I had to seek medical attention the following day, July [redacted]. I have been in pain. I have been under two doctors care since the injury. They have both determined I can't exercise. I am in physical therapy. I am currently disputing with two companies, The EF**roup that handles personal training services for Retro Fitness and ABC Financial Services, they handle the membership services for Retro Fitness. On July [redacted] I wrote a letter to The EF**roup to cancel my membership and to refund my money. Per contract if I submit a doctor's note they will cancel my membership and I can receive a refund. On August ** I received a voice mail from [redacted], The EF**roup, stating the medical note must be on a letterhead and it must state permanent disability. ABC Financial Services and Retro Fitness have also informed me verbally (via telephone) that the doctors' note must state permanent disability. Note: the doctor's note is on a letterhead. Furthermore, in the Retro Fitness agreement ** Additional Rights Cancellation A. if upon, a doctor's order, you cannot physically receive the services because of significant physical disability for a period of excess of six months. My doctors' have compiled with their agreement **a. I sent certified letters enclosing doctors notes, left phone messages and I have yet to resolve this matter. My doctor agreed to speak to Retro Fitness, ABC Financial Services and/or EF* group. She wrote the note on a Official New York State Prescription note pad with her name and number for verification. I have been writing a anecdotal records of who I speak to and the outcome. Per your request I tried one last time to resolve the issue. I contacted the manager [redacted] from EF**roup Friday morning and afternoon. In the morning he was in a meeting and in the afternoon he was gone for the day. I left him messages. In regards to the second company ABC Financial Services. Retro Fitness did not receive my agreement until August [redacted]. When I called ABC Financial services on July ** I was not in the system and [redacted] told me to contact Retro Fitness directly.

Here is detailed timeline and what I had also submitted to both, ABC Financial Services and The EF**roup Services. I felt I needed to submit because I was not getting any results.

The following is a timeline of the events that led to my injury at Retro Fitness:

On July *, [redacted] I joined Retro Fitness and EF**roup in an anticipation of losing weight and to learn how to properly weight train. I met with [redacted] and [redacted]. I told them my health struggles. [redacted] mentioned that a few of the personal trainers were also experience/trained in Physical therapy. We spoke at great length and they assured me I would happy and see results. Upon enrollment I was clear with the [redacted] and [redacted] that I wanted a female trainer. I had the pleasure meeting and working with [redacted]. I expressed my goals, concerns and health issues. She listened and I was on my way! I did a few workouts with [redacted] and felt great. [redacted] explained each workout, its purpose and modeled the proper form. She then insured I was doing it correctly as well.

On my agreement I checked off I had blood pressure. I needed clearance from my doctor.

July *, [redacted] – I had my first personal training session with [redacted]. We discussed my goals, and my purpose. She understood and we were on our way.

I was extremely happy with [redacted]. She listened and was extremely careful and attentive. I continued to workout with [redacted].

July [redacted]

On July [redacted]. * faxed a medical release form to [redacted] at Retro Fitness, New City. I received it in the mail. I was given the green light to exercise!

I was thrilled!

July [redacted] and July [redacted] – I received a telephone call from [redacted], Personal Trainer/Manager of EF**roup. I was entitled to a free workout session. I was hesitate as I was working with [redacted]. Once again I explained my history. I also told him I was working with [redacted]. He reassured. We can do light weights and I can learn how to work the machines. We made an appointment to meet Monday, July **, [redacted] at 9:** a.m.

July **, [redacted]---I meet [redacted] at 9:** a.m. Per [redacted] he spoke to [redacted]. Once again he assured me we would do a “light” workout. It was evident that I was not receiving the same quality service as [redacted]. I kept asking him if I was doing it correctly as he continued to look the other way. He placed the pin on the weight…not sure the how much. We were doing overhead press. On my first lift I immediately new it was too heavy. I told him it needed to be much lighter. He changed the pin. I felt tense. That night the it intensified and it soon turned into pain. I then knew I was in trouble.

July **, [redacted]—I went to see the neurosurgeon, **. * as I was in lot of pain.

My pinched nerve was exacerbated by the exercise. I was immediately given medication and rest.

July **, [redacted]- I went to see my primary physician, **. *. The pain was unbearable. The medication was not working. I needed physical therapy.

I went to P* the same day . Prescribed to go to P** x week.

July [redacted] – follow up with the neurosurgeon. He changed my medication. And increased Physical therapy to 3 x a week.

July **, [redacted]- wrote the letter to EF**roup . I must cancel my agreement. I am unable to exercise. It took me this long to write because I was in a lot of pain. I couldn’t sit. I mailed it certified mail.

July **, [redacted] – I called ABC financial Serices to cancel my Retro Fitness Membership. Per [redacted] she could not find my name or account number. Per [redacted]

They did not recive my Retro Fitness agreement. She told me to contact Retro Fitness, New City , Ny directly and ask them the status.

I immediately called [redacted]. I told [redacted] my problem. Per [redacted] Retro Fitness, New City my agreement was sent out today to ABC.

Note: I joined July *, [redacted] and they mail the agreement July [redacted].

August *, [redacted] at 4:*0 p.m. I had a voice mail from [redacted], EF**roup.

Per [redacted] medical note needs to state permanent disability and it needs to be on letter head.

August *, [redacted] –

EF**roup

I called [redacted] and spoke to her. She reiterated the above.

ABC Financial Services

I gave ABC few days to receive my agreement so they can input it in the system etc… I called and yes they received it. I spoke to [redacted]. I explained to [redacted] my situation. I also need a medical note.

I called **. *’s office (my primary physician) as **. * was unavailable and his office is too far. I made an appointment to see her Monday, August *, [redacted] at 4:** p.m.

August *, [redacted]

**. * at 4:** p.m. She provided me another doctor’s note.

August *, [redacted]

-mailed letter to ABC Financial Services

-faxed letter to The EF**roup and mailed the certified letter

-Physical therapy – **:** a.m.

-Met with accupunture -**:** a.m.—consultation

August [redacted]- Called ABC Financial Services. They have not received my certified letter regarding cancellation. I mailed it August *, [redacted].

called The EF**roup I asked to speak to [redacted] the manager. [redacted] said he was a in meeting. I asked her the status of my account. Per [redacted]

they received my fax. She will leave a message for [redacted].

I called later in the afternoon (aprox. 4:00 ) [redacted] told me he was gone for the day. [redacted] did leave him the message. I told her I feel like he is avoiding me.

She said not at all. She will make sure he will call me on Monday. At this point in time I have lost complete faith. My only option is to file a complaint with Revdex.com.Desired Settlement: My desired outcome is to close both membership services, from Retro Fitness and The EF**roup, personal training services. I no longer want to be associated with Retro Fitness. I have lost complete faith and trust. I feel personally violated to have to reveal in great length my medical history. I want a refund that is rightfully due to me. I was a member for less than a month. I followed all proper protocols to their agreement and therefore I am entitled to a refund . I paid EF**roup $*,449.00. $*,000.00 with my visa credit card and **00.00 with my debt card. I am entitled to a refund minus the 4 sessions I completed. In regards to ABC Financial Services (membership gym services-Retro Fitness) please cancel my membership immediately. I need to put this behind me so I can focus on my health and recovery.

Business

Response:

[redacted] membership has already been cancelled. She spoke to our East Coast Regional Manager, [redacted]; he cancelled the account as of 08/**/2013.

[redacted] had also purchased training sessions with a company called EFT - Effective Fitness Training. they are a separate entity that operates within our facility. I cannot say what they are doing, or are going to do, regarding her account.

Sincerely,

Consumer

Response:

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.

Note: I have been in contact with a EF**roup representative, [redacted]. The following verbal agreement was made: to cancel my contract and the corporate office agreed to a partial refund. I requested the verbal agreement in writing. The manager, [redacted], will speak to the corporate office. I am waiting for their response.

Review: It is amazing to me that these people have sent me to collections. Not once did I receive a bill or invoice from retro fitness new city. I received one phone call from their general manager once (months after I moved to Washington DC and stopped coming to the gym in New City) and he claimed they tried to call me in [redacted], at them time I spoke to the general manager it was [redacted]. Now on [redacted], 20** I receive a collections notice. When I spoke with the general manager he informed me that my account was cancelled and that the billing would be handled accordingly after he had spoken to me. He had my mailing address, telephone number and email address but instead of trying to bill me for the actual time I used at the gym they are trying to collect a full year’s worth of payments. I can understand if they had invoiced me and I had failed to pay then I should be sent to collections, but when you made one phone call to claim you’ve been trying to reach me, that’s not sufficeDesired Settlement: I am willing to pay for [redacted] and [redacted] because I actually had not relocated at that point. I will pay retro fitness, new city $59.97 and not a cent more. Furthermore I would like them to remove me from their collections call list and remove my name from their membership list.

Business

Response:

[redacted]'s signed contract Is attached. [redacted] signed a contract with us on 11/**/2012. The terms of this new

agreement clearly state "Your membership begins: 11/**/2012. Your membership renews: 11/**/20**". It also states

In the payments schedule portion of the contract "11 payments of $19.99 (dues) to begin 12/**/2012". [redacted] also initialed

the automatic renewal portion of the agreement which states that after her agreement terms renew (which would be on

11/**/20**) she can cancel at any time by giving a 60 day written notice.

I apologize that [redacted] does not believe it is fair that her account was sent to a collections agency; however,

her agreement states that she agreed to pay 12 payments at $19.99. On 11/**/20**, [redacted] signed

our agreement without giving us billing info, and was told to do so immediately. As per our regular business

practices, If a new member signs an agreement without giving billing info, the agreement ls placed in an agreement

queue and we try to contact them to get the billing Info directly. If we cannot contact them, their agreement gets

sent up as a "coupon". This means that our billing company, ABC Financial Services, will send them a book of coupons

that are used as payment invoices for each month. On 01/**/20**, one of our staff members called [redacted] to request

that they bring in their billing info - a voicemail was left on the home and cell phone lines provided

by [redacted] upon joining. On 05/**/20**, our East Coast Regional Manager, [redacted] (who [redacted]

referred to as "general manager") advised me to send her agrel!ment to our billing company as a "coupon" and to

also send a copy of the agrnement to [redacted]. The coupon book was issued by our billing company on 05/**/20**.

On 05/**/20**, ABC Financial Services called [redacted] and left a voicemail. On 05/**/20**, a delinquency letter was

malled to the home address given by [redacted] upon joining. On 05/**/20**, [redacted] went as far as to try and contact

[redacted] again, in hopes of keeping her account from going Into collections. [redacted] left a voicemail and sent an

email to the address provided upon Joining.

In the complaint, [redacted] states that she received a phone call from the general manager of the gym "months after" she moved to Washington DC and stopped corning to the gym In New City. Any member is allowed to cancel their membership early if they move at least 25 miles away from a Retro Fitness facility. I have attached

our official cancellation procedures. Our cancellation policy for moving is as follows:

Consumer

Response:

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