Retro Fitness

Review: I have a huge problem with retro fitness. I canceled with them over 10 months ago, they kept billing my credit card even after I have cancelled. when I signed up to their gym, I read the agreement and I never clicked something that stated that they could renew my membership yearly. I spoke to the managers, I spoke to the ABC financial and I just spoke to the collections department. (which I have never had a late payment and have perfect credit score) they kept billing me and billing me monthly. I kept paying for it thinking why are they still billing me? I called the financial department and they told me my membership was never canceled!!! I could not understand why if I only signed up for one year! they said as I read the contract, they did not have automatic renewal without my consent! I just had first credit services call me and tell me I owed them $135.XX! I am outraged right now! I settled for $99.99 and paid it so it doesn't affect my credit! I have not been to this gym in over a year if not more! I went to the gym 22 times total! I called retro fitness and they want me to come back and cancel again!!! how does this work!!??? when I signed out it was cancellation is free, only 19.95 a month and no membership! All I want is for this to be over with ASAP! I cant deal with this! I don't understand how many complaints they're are about retro fitness on the web! and how is it that they're doing this to hard working people!! I cancelled my membership and I don't want to keep giving away my money!Desired Settlement: All I want is my name out from their system! I don't wanna keep paying for something I'm not using! this is enough! I literally just paid $99.99 for absolutely nothing!!! I dont want anything to do with this gym! I dont want to pay for something I ahvent been too in over a year and I want my name completely out from their billing system!! please!

Review: Regarding Retro Fitness Membership:

Keytag # [redacted] / Membership Agreement # [redacted] / Opened on 6/**/15

As per the club membership contract, I cancelled my account within the first 30 days of membership. I mailed a cancellation letter via Priority Mail Signature Verified Via Article Number: [redacted], signed by [redacted] on July **, 2015. I sent an email to the company on 7/**/15 and even received a response

from John-Michael G[redacted], Member Experience Specialist, on 7/**/15, but they have continued to charge my account for the last 6 months. They are robbing me.Desired Settlement: Refund for the last 6 months of charges (August 2015 - January 2016) in total of 177.58 (6 months at 20.89 + 52.24 renewal fee).

Business

Response:

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.

Review: I cancelled my membership with this gym over 2 months ago and they continue to charge me every month. I spoke to the [redacted] there ([redacted]) who instructed me to write a letter in order to cancel. I sent the letter via certified mail and have gotten a confirmation that it was received. I spoke to [redacted] again after that and she ensured me I will not be charged for the month of October. When I was again charged in October I called and spoke to the same person and she promised me a refund and that I will no longer be charged. I have yet to receive a refund and I was again charged for the month of November. I am not sure why it is their policy to keep charging people after they cancel their membership plus I was out of contract with them.Desired Settlement: I would like a refund for the last two billing cycles and to finally cancel my membership and not be charged again.

Review: I received a phone call from First Credit a couple months ago regarding deliquent payments on my Retro Fitness account. I paid it back off back in June. I visited Retro last Saturday to confirm my account was closed and was told I was sent to collections. Yet again! And yet again no one contacted me to let me know...not one e-mail, phone call or letter. I was told to ask for Courtney who was the person I was referred to in the first incident. She in un-reachable and claims that I am un-reachable. The person who answered was helpful however, the general system at Retro is the absolute worst. There is no communication and when trying to resolve stuff it is impossible!Desired Settlement: This issue is causing a negative impact on my report. Had I been notified properly this would not have reached this far. Now I have to call First Credit and pay off the account. Then send Retro Fitness a certified letter and then wait 60 days for them to process and cancel. In the meantime I WILL BE CHARGED for the 60 days while they are processing my request! Unbelievable!

I would like not to pay off because I was NEVER notified of this issue and I would further like to cancel my Retro account with immediate effect. They are the absolute worst.

Business

Response:

[redacted] has had previous delinquencies with her account. Manager Courtney has not spoken to the member since 11/**/2015 as per our knowledge. From the past delinquencies [redacted] was advised to put the correct card on file so that the payments can come out accordingly. This is why she changed her card after reporting a fraud issue with her bank the first time she had a delinquency issue. In this case the club even waived certain late charges to accommodate her because of the issue. ABC Financial is responsible for reaching out to past due members. The club staff itself are not. The contract signed by the member states that they are responsible for payment of membership. If they do not pay late fees will be added and collections may possibly be involved. [redacted] was never told by manager Courtney that she was unreachable, but rather that ABC tried to reach her and had no success. These attempts are on file with ABC financial. Cancellati on terms etc are clear in the contract agreement, which [redacted], as well as all other members have signed, and was emailed to her on 06/**/2014 at 8:02pm.

Consumer

Response:

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,

Review: In April 2013, I purchased a home upstate ny. we moved from [redacted] where Retro Fitness is located. They charged my card for april and may. I told them I've moved and to cancell my membership since there wasn't a retro fitness in the area. I gae them proof that I moved and said there isn't a probem to cancell. Today 9/**/2014 I got a phone call that I'm in collection for non payment. I must pay what is owed. I shouldn't have to pay anything since they have 2 months of payment from when I moved. This is now on my credit report which is causing an issue.Desired Settlement: I shouldn't be put into collection because they didn't do the right thing and close out my membership. I would like a letter stating they are not putting me into collection and the contract is wipe cleaned.

Consumer

Response:

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

Sincerely,

Review: I had contacted the Retro Fitness customer service to cancel my membership due to relocation of my residence. I was told to write a letter stating that I would like to cancel my membership and send it certified mail to the address provided to me. I did so, and then was notified that I was still being charged for two months after I had requested to cancel my membership. I was contacted via E-mail by the [redacted] of this Retro Fitness location, telling me that if I did not pay the two months and the late fee, (which I had cancelled by certified mail), they would send this bill to a collection agency. I explained to the [redacted] that I had indeed cancelled my membership, as she could see that I had not used my retro fitness membership since I had cancelled it. She confirmed that I had spoken to customer service regarding my cancellation, as she could review my account in detail. I was asked to provide the receipt for the certified mail, which I had sent over two months prior to that conversation. I informed this person that I did not have it in my possession as I did not think two months later this issue would arise. I have been repeatedly contacted my this collection agency and threatened to have this outstanding balance reflect upon my credit report. It is abhorrent that as a loyal customer to Retro Fitness, who referred countless other members, has to pay for their incompetence.Desired Settlement: I would like this charge to be revoked immediately.

Business

Response:

On 3.**.2014, I sent an email to [redacted], a member of Retro Fitness, whom which I received on my Collections list. I run this report twice a month in order for me to get the chance to warn any members that they are going to be sent to the collection agency due to an accumulation of three or more monthly payments that have not been paid. [redacted] responded to me that she had sent a letter to ABC Financial stating that she wanted the account closed and she sent it via certified mail. When ABC receives any documentations through certified mail from a member, we are able to view it through our Data Track system. This system also shows any conversations that occur between them and the member and any effort on their part that they made to warn the member about the delinquent payments. On December *, 2013, she called ABC to ask how to cancel and she was told that it would be a 30 day notice for cancellation and that she had the option of sending t hat letter via certified mail OR coming into the club and meeting with me, the club [redacted], directly. On January **, 2014, ABC began their efforts to inform her through letters and messages left on her mobile device that her payments were not being billed. After she contact me back in March, I looked into [redacted]'s account and saw no documents that were sent to ABC. I emailed [redacted] back asking if she had that certified letter receipt therefore I can back her up and defend her claim. She did not respond back to me and therefore the account went to collections. It is stated in her agreement that all cancellations need to be sent certified mail, but we grandfathered all members into our changed policy that they can come into the club and do this too and from the conversation with ABC she was aware of this. Also stated in the agreement, if there are any delinquent payments after 90 days the accounts get sent to collections. ABC and I both did what we could on our ends to avoi d her going to collections.

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:

[Your Answer Here]

On March **, 2014 I did respond to the email regarding the certified mail receipt informing Retro Fitness that I no longer had the certified mail receipt in my possession 3 month after I had sent it, and asked what steps I could take to not be penalized for the incompetence of Retro Fitness. I am completely aware of the option of meeting in person with a Retro Fitness representative in order to cancel the existing account, as I no longer live in Rockland County it was not convenient to drive all the way to New City to cancel this membership, which is why I opted to mail the letter. As it has been already established, there is proof that I inquired regarding the cancellation of my account in addition to the lack of activity of my account.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The member has stated that there is proof that she inquired regarding the cancellation but still has not been able to show the proof that she sent the letter to cancel via certified mail. If ABC Financial had received the letter they would have scanned it into their system with the receipt number but again I have nothing showing it was done. This is the reasoning why we require it to be done certified mail to avoid situations like this. There is documentation from ABC stating that she did inquire how to do it but again no proof stating that it was done certified. There has been no lack of help on our part as she was informed of the proper procedures.

I cannot remove the account out of collections when I have no proof to help back her claim of cancellation up. Retro Fitness did what they could on their part to help [redacted] out.

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:

There is proof that I Inquired regarding cancellation as well as I did not step foot inside of your gym since I had inquired because I moved and as requested, I had sent a cancellation

letter. There has been a COLOSSAL lack of help from Retro Fitness as I am being charged for something I had requested to be cancelled. Why a person would keep a certified mail receipt for over two months is beyond me, it's a ridiculous request to make. Again, I should not be penalized for the incompetence of ABC Financial. I inquired and took all necessary steps to cancel this account as proper procedures would suggest and am being charged. My account reflects absolutely no activity after the inquiry and change of address. Because I am no longer a member it seems as if customer service is not something Retro Fitness seeks to display.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I am [redacted] student. I went into Retro Fitness to inquire about joining the gym, and was helped by a [redacted]. I told him I did not have a lot of money and just wanted to join for the summer. He said that they had plans like that, and he then went on their computer to a sign up screen and told me to just enter my basic information which I did. It was busy at the gym and loud so it wasn't easy to concentrate. He was standing by me waiting for me to finish so I felt pressured to enter the info. Since I didn't have money, he said I could use my credit card. I did give the credit card number, but I did ask again that this was only for the summer (July and August). He again told me it was for the summer and I could cancel it anyway if I wanted. I was reading an article recently that mentioned how gym's take advantage of people. When I read that, I decided to call Retro Fitness to make sure of their enrollment. Now they are telling me that I am obligated to pay for a full two years!! I had no idea that was the case. I only work part-time since I'm in school and I can't afford that. I am especially angry since I specifically asked twice about the enrollment. I feel like I was taken advantage of by Retro Fitness. This happened less than a month ago and they won't cancel this. So unfair. They also said they would ruin my credit if I didn't pay. I went on their web-site and couldn't even find a two-year agreement?? I really feel because they control the computer you sign up with, that there's not even a way to know what it said when I entered the info. They are saying I was told, but I definitely wasn't. I asked twice, and he told me there was no commitment.Desired Settlement: I don't want anything to do with the Gym. I do not feel comfortable with them or their business practices. I just want the contract cancelled. I'll pay for the first month even though I barely went there.

Business

Response:

Complaint ID [redacted]

August **,2013

[redacted]'s contract is attached. [redacted] entered into an agreement with us on 06/**/2013 . The terms

of this new agreement clearly state ''Begin Date: 06/**/2013, First Due ()ate: 07/**/2013, Expiration Date:06/**/2015."

It also states in the Recurring Payments portion of the contract, "DUES 24@ $19.99 Monthly, first Due Date 07/**/2013 ".

I apologize that [redacted] does not believe she was told she was signing up for a 24 payment agreement; however, her agreement

dearly states that she agreed to pay 24 payments at $19.99. [redacted] mentioned in her complaint that the gym was loud and she couldn't

concentrate. I have attached three (3) photos to this response, showing our kiosk screen (the same one she signed up on, which clearly show

that throughout the entire process of signing her agreement, she wa s able to see that it says she is signing up for 24 payments of $19.99.

• Picture A shows the opening agreement screen on our kiosk where it states across the top, "Membership Agreement- Nothing Down

24pmt Agmt". Along the right side of the screen,it also has her Payment Summary in a big box which contains ''Today's Payment" and

''Recurring Payments". Under "Recurring Paym ents", it states that there are "Dues 24@ $19.99 Monthly" .

• Picture 8 shows the same Payment Summary box from Picture A, but further down the screen. This picture is meant to show that the

Payment Summary box moves with the screen, so when you scroll down to other parts of the agreement,this Payment Summary box is

always visible.

• Picture C shows the same Payment Summary box, but even further down in the agreement screen.

In her complaint, [redacted] also states that she called us to check on her enrollment after reading an article on the subject

of gyrns. Ido not have a record of her calling In. However, I did receive a phone call from her mother. Ipersonally answered that phone

call. Her mother wanted to cancel [redacted]'s membership, along with her younger sister's membership as well. I told her mother that

[redacted] is an adult and only she can cancel her account so I would have ta talk to her. The mother told me that [redacted] was next

to her and would not put her on the phone. I told her mother that she could not cancel the account at that point and she responded by

saying that her daughter only joined a month ago. Itold her that we have a 3 day grace period after joining and she could've

cancelled in those 3 days but it was well past that time period (this is noted on her agreement under section 16). I also explained that

her daughter had signed up for 24 payments. The mother was not aware of this prior to the phone call. She said

that her agreement didn't say anything about 24 payments and that it must be in the "fine print". I told her that [redacted] was emailed a

copy of her agreement when she signed up. I then told her that her agreement says 24 payments in big letters on the top of the agreement

screen and that her agreement also says 24 payments, right in the open. She then told me repeatedly that she would not pay it. l explained

to her that [redacted] was responsible for the payments. She said that she would just cancel her credit card. I then explained that ABC

Financial Services, our billing company, would continue to try to bill [redacted] and if she were to be delinquent on her payments, after 3

months, they would send her account to a collections agency. I then gave the mother the phone number

for ABC financial so she can speak to them as well. I even offered to freeze the membership for her daughter, which she

turned down. I then told her that one way to break her contract early Is to transfer it to someone else, which she also turned down.

All of the information above can be solidified by the attached documentation.

Sincerely,

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:

[Your Answer Here]

The response is inadequate. While the owner is quick to point to the agreement, this is DEFINITELY NOT in accordance with what the businesses employee (agent) verbally told me. I specifically mentioned I did not want a commitment, and he directed me to a computer screen that the employee put me on and he told me just go through this, etc. I believe they intentionally tried to mislead me in this case and take advantage of me. Additionally, as you can see from their own agreement the fine print is printed so small and is so long. The avergae person cannot comprehend all that especially when being pressured in an open gym, with an employee influencing the process.

I would never do business with this establishment. I will pursue this with the credit card company and try to at least warn my friends that may consider them.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] believes that my previous response was inadequate and that she was taken advantage of. She also went on to say that

"The average person cannot comprehend" our "fine print".

I would like to start bv letting her know that I am the manager, not the owner. I have personally trained my staff to explain our

agreement in full when bringing someone on a tour or signing a membership agreement. I have faith In my sales associate that

he/she informed her of the agreement terms upon signing up to make that agreement even more clear - I had attached three

(3) photos to my first response that clearly showed the agreement information on the signup screen. Picture A showed

that the header on the sign up screen states "Membership Agreement - Nothing Down 24pmt Agmt". I have re-attached these

photos to this response for further help.

To address our "fine print" -·when signing up on ono of our computer kiosks, like [redacted] did, the "fine print" is tho last thing

you go through before confirming your submission and it does not contain any information about the length of the agreement. I

have attached a photo that shows exactly what this screen looks like.

In photo D, you can clearly see that the member must click on a check box under our Notes and Terms and Conditions sections

that lets us know that they read and understand the "fine print", If. for some reason. [redacted] got this far and did not see the

headline at the top, the payment summary box that is continuously on the computer screen, or pay attention to the questions about

her ANNUAL tee and 60 day cancellation notice (in photo B),then our note section should have clued her In on the agreement being

for longer than a few months, as she states it should have been. Tho Notes section, as seen in photo D, has the following terms

highlighted in red:

• Renewal terms may be cancelled at any time provided a 60-day written notice is sent by c rtlfied mail to ABC Financial.

• Retro Fitness of New City charges an ANNUAL rate guarantee fee of $39.99.

This ANNUAL fee will be collected on August ** or December **.

Retro Fitness of New City

The "Terms and Conditions" section is located under the "Notes" section, as seen in photo D. It Is located in a scroll box with a

check box underneath it that again assures us that [redacted] has read and accepts the terms and conditions. [redacted]'s response

states that "the average person cannot comprehend all that ...", I am sorry If [redacted] did not read the "Notes" or "Terms and Conditions"

but it is not my staff's fault, or my fault, that she decided to overlook that and just check the box. That was her decision

to be "average" and her own fault.

I would like to conclude by saying that many of our members have signed up at home or at work on their own computers, with absolutely

no employees there to help them with anything. I have been working for this company at this specific location since October

2012 and this is the first time I have come across a member saying that they thought they only signed up for a period of a couple months.

We make our agreement terms very clear.

Review: I was a member of retro fitness for a period of time, I decided to cancel last march (not sure when exactly)

The front desk had me fill out paper work and told me I would stil be required to pay for the next three months even though I was canceling membership. Moreover about a month or so ago, I changed my debit card and soon after started Recieving late fee notices. I called and they gave me the run around. So I went there in person and they wouldn't let me speak to the manager and took my late fee notices and said they would reimburse me after they found my paper work and would contact me. After waiting patiently for a month I have gotten another late fee notice and called them. They said they had called me (they didnt) and told me they have no paper work of me ever canceling and told me once again that the manger there will call me back. Witch he wont. Im sure of this because when I searched there reviews online countless reviews claim the exact same situation, of being misled about the contract and prolong period of time of beig charged membership fees when in fact they have canceled a while ago. Only to be dragged into the we dont have your cancelation paperwork and that they rely on you to hold your copy but after a year of supposedly canceling why would any of us in this situation still have that copy? It holds no purpose tax wise and I like many others who where scammed dont have it or cant find it. And I feel scammed. Please help me resolve this issue and so that they will also stop using this practice of charging people for months to other individuals in the future aswell. Thank youDesired Settlement: To stop charging me for a membership I have cancelled almost a year ago, to stop sending me late fees and to stop doing this to countless other people. They are scamming people out of their hard earned money.

Review: I had joined Retro Fitness with a friend in mid September 2012. I had gone into Retro Fitness on January [redacted], 2013 to cancel my membership. The [redacted], [redacted], behind the counter preceded to help me and assured me my account had been cancelled on that day when I went in. She did mention to me that I would have to pay the 60 days after cancellation, and assured me that my account would only be charged for the months of January and February. She had stated I was all set and after that final payment in February, my account would finally be cancelled. She never handed me any form of receipt when I went in that day. I had checked my account on March [redacted], and noticed the payment of $19.99 taken out of my account for the month of March. This infuriated me because the same thing happened to my brother when he tried to cancel his account as well. I went around 6 PM on Wednesday, March [redacted], into Retro Fitness to try and figure this out in hopes that things could be resolved. I spoke to the same girl, [redacted], who helped me cancel my account on December [redacted]. She first asked if I had my receipt, which she never gave me in the first place. The [redacted] then went into the back to check her files. She came back to the front and approached me stating that she had no such information that I ever came in and cancelled my account. She asked if I was mistaken and if it was another later month that I came in and cancelled my account. I made it clear that I noted when I went in there to cancel my gym membership and demanded that this payment be resolved and placed back into my account. The [redacted] acted as if I had never cancelled my account and maintained a rude and disrespectful attitude. She assured me that the payment would be resolved within 3-5 business days. It is now the sixth business day that has passed, and still nothing has been placed into my account.Desired Settlement: I would just like the $19.99 refunded to my account. I paid my dues, followed all the rules with payments, and I would just like to be cut off from Retro Fitness. I am truly not one to complain, but this seems to be a reoccurring issue for this gym. The customer service they have working there seems to careless about satisfying their customers. I am ready to removed from the Retro Fitness atmosphere for good.

Consumer

Response:

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

Sincerely,

Review: During September, October Retro Fitness sent out advertisement stating sign up and they will waive the activation fee only pay for first month. The day I signed up they were still under construction and a woman and man had a table set up in front of the gym due to the construction. I paid $20.00 cash and was not given a receipt or a copy of the contract due to the computer system was not working. They advised I would be in the system within 48 hours which to me mention if I wanted to go to the gym I could have gone to another location at that time. They began billing my credit card in December 2013. I still had not been given a copy of the contract. When I went to the location to get my card and have my picture taken I was not given my contract. In February I received a letter from ABC which handles the billing and was advised I needed to give another form of payment so I had to go to the location to update my information. I called the Freeport location on August *, 2014 and was advised I signed up in October but I could not cancel until November due to that is when the billing started. This makes no sense if I paid for membership when they were running the promotion before they opened and I had paid for the membership in September, October. It is not my fault they did not open on time. I am looking to cancel my membership. I am currently having medical issues and was advised I needed a note from the Dr. Stating the reason I cannot use the facility " which is not a problem" and I have to pay a cancellation fee of $49.00. I asked if I provide the letter the next day could I get reimbursed for the monthly fee for August as well as the maintenance fee. I was advised I could not. If I would have had a copy of the contract I would have known that I could have cancelled my membership the moment I got hurt in May. A contract is something I would have kept if I would have received it. I am someone who still has the original contract from [redacted] from 1986. So if I still have that I would have kept the Retro Fitness contract and when I got hurt I would have cancelled. After going through the internet I am finding the Retro Fitness is a [redacted] company and give people a hard time when it comes to canceling memberships. I should have researched them before going and giving my money.Desired Settlement: I would like to cancel my membership. I am getting the letter from the Dr. And. Refund of the August charges. 19.99 membership fee and 41.73 maintenance fee.

Business

Response:

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.

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:

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,

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

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

Sincerely,

DO NOT JOIN THIS GYM!!!!! If I could give them ZERO stars, I would.

JOHN, the "manager" is the worst manager I've ever dealt with in my entire life. [redacted], the general manager, should really think about who she's hired and consider getting rid of him as soon as possible. Seriously.

After trying to cancel my membership for 4 months, I can say that this is the worst gym that I've ever dealt with in my entire life.

May- First, I sent a letter as it states online (BARELY) asking to cancel my membership for my fiancé and myself. This letter was "never received."

June **- Next, I emailed [redacted].… asking to cancel it since my letter was "lost." They responded with "I would suggest you did not send another, what I can do is have you reply to this email just stating full names and reason for cancelling and we can use this as your written request as an exception. Please note there is a 60 day notice." Obviously, I responded with the relevant information with no response.

July [redacted] @ 4:04 PM- I called the gym directly on ###-###-#### to get this sorted. I was advised that I had to send a letter once more, but this time it had to be certified. I was also advised that I would not have to pay for the month of August. Cool. That next morning I sent in a certified letter for both my fiancé and myself asking to cancel the memberships and included all necessary information. I also mentioned in the letter that I didn't expect to pay for the month of August as I was advised on the phone.

July [redacted] @ 8:28 PM- My fiancé and myself both received calls from Retro (###-###-####) confirming that they were cancelling our accounts. Brilliant. Because of this phone call, I did not see a reason to keep my certified mail receipt because the cancellation had been confirmed. (What was I thinking actually trusting these people?)

September *- I was emailed from [redacted] Services saying that I had a late payment and additional service fee's from the month of August. WHAT?! My card information was just changed which is why they didn't just automatically remove the funds and thank god for that because who knows how long this would have continued.

September *- I called Retro and spoke to JOHN who was the least helpful "manager" I've ever come across. Let me tell you why...

When I first tried to explain the situation to him, he immediately rode it off and told me to send the certified letter again because there was nothing that he could do to prove that I already sent it in. Obviously that is NOT what I was wanting to hear after going back and forth with this company so much. Therefore, it pissed me off and with good reason.

After prying it out of him, he said he would "look for it" and get back to me within 4 days. I proceeded to ask what had to be done to "look for it" and he said because he "has to look for it." (Does it seriously take 4 days to look in a filing cabinet?) Frankly, I was not going to wait 4 days to NOT be called back and he didn't care whatsoever. After going back and forth and stating that I've already spoken to this company way too many times and it's never been resolved his response was "You haven't talked to me." By then, his smart [redacted] tone had definitely pissed me off.

In the midst of my rant, I try to tell him that I was advised via email that it would be confirmed and then it wasn't. He proceeded to respond with "You haven't emailed me." (!!!!!!!!) I said, "Is your email [redacted].…?" He replied with, "No, that's just a general email address." "So then you're telling me that they were lying and they couldn't do this?" "No." ([redacted]?)

After some back and forth of very unkind words, he proceeded to get my information to tell me that my contract had been cancelled and I only needed to pay for my last month and all would be sorted. Cool. "Can I make sure that my fiancé's has also been cancelled?" "No, you're not him." -- Awesome, thanks for not helping.

Last, I email [redacted] to pay the fee and the VERY kind lady was able to help me and also advised whether my fiancé's account had also been cancelled. TAKE A WILD GUESS. Nope, not at all. Therefore, after sending in a certified letter and being called confirming the cancellation, my fiancé's was never cancelled. Therefore, the saga continues...

So, apparently the only way to cancel a membership with this company is to do the following:

1) Send the certified letter. (Easy)

2) Only communicate via email because you never have proof of what they tell you via phone.

3) Only email JOHN, the "manager" because everyone else is just "general email addresses" who can't help you. (If you can speak to [redacted], do. I'm sure she'll be anything better than that unhelpful smart [redacted].)

4) Don't trust that they've cancelled the membership when they say they have.

5) Don't expect it to be cancelled really... ever.

I really hope JOHN learns good customer service sometime soon. He needs help.

[redacted]--- ^^^^^^^^^^^^^^^^

Review: I joined the [redacted], ** location. After 12 months, I cancelled my account in January. I was then told I had a free month and it would be cancelled after that. It's May and I'm still being charged. After calling to complain to the manager she states that there's a 60 day cancellation process, and that February and March don't count because they were free. First of all, I was told I only had one month free. Second, why wouldn't the free month count as part of the 60 days? Third, NO ONE told me about this 60 days when I signed up. I didn't even see it in writing in the cancellation contract. I saw the awful reviews online and should have listened. I've now been unfairly sucked out of at least 40 dollars (and that's if I get a refund for May).

I honestly try to be fair, but these are just awful business practices.Desired Settlement: I would like a refund and full cancellation.

Review: On ** Sept 15, I attended the Retro Fitness gym on [redacted], [redacted] to cancel my membership as I will not be in the area to utilize the gym facilities and I'm getting ready to move out of state. I was told I could not cancel my membership on site and had to write (and mail) a letter to the gym stating my desire to cancel my membership. The employee could not provide me with any details of what information I should include in this "cancellation letter", however I was informed that it would take 60 days to cancel out my membership. I want to cancel it immediately because I am now unable to use their services (go to their gym) as I will not be in the area for long. It is unreasonable to force me to pay two extra months (60 days) for a service I am not using at all by prohibiting me to cancel immediately. Even if I send a letter to the today, they will continue to charge me throughout that 60 day "processing period". That is unacceptable. I signed up by using the "no contract" option because of the potential that I would be moved, as I am active duty military.Desired Settlement: I want my membership to be cancelled now in order to avoid paying for 2 months of gym services I am unable (and now unwilling) to use.

Business

Response:

When [redacted] requested to join the club she agreed to abide by the terms and conditions of her agreement. This includes the clear fact that in order to terminate the agreement a written request is required to be sent to the gym via certified mail. This is a requirement that offers far better protection for the consumer as they have a physical receipt that they have mailed said request. In addition to the terms and conditions provided immediately to the member, electronically upon singing, there is a sign at the front desk with clear and concise instructions regarding the required certified mail, who it is sent too, and the address to mail it too. All staff members are fully versed in the cancellation procedures. The "No Contract" option simply means there are no obligated periods of payment and the customer can cancel at any point provided the member sends the required 60 day notification as dictated in the terms and conditions she agreed too upon joining. 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. MONTHLY DUES: $25.00 PER MONTH FOR FUTURE AUTOMATIC RENEWAL. RetroFitness® of New Springville ("RetroFitness") is a franchisee of RetroFitness® LLC. RetroFitness® LLC. does not own and/or operate this facility.

Review: In June of 2015 I decide to cancel my membership after not attending the gym for a long time. I visited the Gym and was told that I had to cancel on- line. Went online and cancelled the membership via a type of on-line messaging form. In July I received a automatic charge on my credit card. Called the credit card company to dispute. They have removed the charges which have continued to accrue with 30% late charges through ABC Financial the billing company for Retro Fitness. They have called on a regular basis asking for payment. When we, my husband and I explain they inform us the we are still responsible and until October said they were unable to do anything other than request payment. In October the Collections Representative did try to call Management at Retro Fitness. An hour later she called back saying she could not reach anyone. We are still receiving bills with late charges in the mail.

The desired outcome is to cancel the membership and stop the harassing phone calls.Desired Settlement: The desired outcome is to cancel the membership and stop the harassing phone calls. Before they adversly affect our credit. (also end this impossible method to cancel the membership)

Consumer

Response:

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

Sincerely,[redacted]

Review: I cancelled my agreement on 5/*/14. As required by the original agreement, I was required to pay an additional 2 months. Both June and July were debited from my account as agreed.

The problem arose when I was debited an additional $48.99 on August *, 2014. Since then I called 4 times, and each time was promised that I would be credited and that a [redacted] would call me back.

On the date of 8/**/14 - After never receiving a return call I went to the club and again was told no [redacted] present. After I refused to leave without speaking to someone, the desk clerk revealed that the [redacted] was in her office. I spoke to [redacted], explained my issue and she assured me that my refund would appear on my account in 3 days. I thanked her and left.

Now 10 Days later my refund has not been processed. I called the club and the young lady stated she saw no note referencing a refund on my account.Desired Settlement: Credit my account and no longer process future fraudulent payments

Consumer

Response:

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

Sincerely,

Review: I CANCELLED MY MEMBERSHIP AT RETRO FITNESS ON 8/**/14, THE [redacted] TOLD ME THAT I WOULD BE CHARGED 2 MONTHS MEMBERSHIP FEE AT 19.99 A MONTH FOR CANCELLING. THEY NOT ONLY TOOK THE 2 MONTHS FEE , BUT ANOTHER 2 MONTHS OF FEES FOR AN ADDITIONAL $39.98.CHARGING IT ON MY CREDIT CARD. I NOTIFIED MY CREDIT CARD COMPANY ON 12/**/14 ABOUT THESE FRAUDULENT CHARGES ON MY CREDIT CARD. I ALSO CONTACTED RETRO FITNESS COOPERATE OFFICES ABOUT THESE FRAUDULENT CHARGES. THEY CONTACTED THE [redacted] OF THE EAST MEADOW RETRO FITNESS AND TOLD HER TO CALL ME, WHICH SHE NEVER DID.THIS MATTER SHOULD BE REFERRED TO THE NASSAU COUNTY DISTRICT ATTORNEYS OFFICE BECAUSE THERE ARE NUMEROUS SIMILAR COMPLAINTS ABOUT THIS GYM

Consumer

Response:

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]

Review: I joined retro fitness in August 2014, I was charge $40 down and 19.99/monthly. However there is an annual charge. When I signed up for this gym I was under the impression the yearly service charge was charge on your yearly anniversary. This gym charged me an extra 39.99 in December 2014. I was very upset because I was only with the gym for 4 months. I called up and asked why I would be charged an extra 39.99 within only 4 months of membership when it is a yearly fee? I was told they charge all their members at this time which is untrue because my friends also gym with retro and weren't charged this in December. I told them I wanted to cancel and they told me I could not. I never went back because they are a complete rip off. I am now being harassed by a collection agency and I feel this is wrong. It is unfair policies at this gym, they are very nasty when you want to cancel and do not help you. I am a full time college student and do not have money laying around. This is unfair unethical and cruel to do to people. Please assist with this.Desired Settlement: I want to be removed from collections, and want them to not contact me. This gym has countless complaints about their policies. It is wrong.

Review: I went int retro fitness over 2 months ago to cancel my membership and was told that I was unable to cancle in person and a letter needed to be sent to the gym in order to cancel this membership. I then proceed to send not one but two letters beacuse I know even if a letter was sent that my membership will not be canceld. I also canceled my credit the credit card associated with the payment knowing that the gym would not cancel my membership and would contine to charge my accaount. Low an behold 2 months latter I get a call from a collection agency saying I owe 2 months fees and late charges becasue my mmeber ship never got canceled in addion that it will take another 60 days for them to cancel my membersip after they recieve a new ceritified letter . This is such a shame. First why would I want to pay an additioal 2 months after I cancle my mmembership and am no longer using the gym or living in the area. and second I knew this would happen . So today I sent my third letter certified mail asking for my membership to be canceled.Desired Settlement: I want my membershipe canceled and all remaining fees removed

Review: I had inquired the Retro Fitness staff in regards to canceling my gym membership, I was told to give a 60 day written notice. So I cancelled my gym membership on 7/**/13 in writing, giving exactly 60 days for cancellation. I filled out the membership cancellation form. I stopped going to the gym few days before the cancellation date. However, much to my surprise I received a charge on 9/**/13 in the amount of $34.99 from Retro Fitness. When I called the gym to inquire about this charge, I was told a manager will call me back. But I never heard from anyone. I called a few days and left a message, still no one called me back. Then I contacted "ABC financial Services (they are the billing company for Retro Fitness)." I was told by this company that they have no control over membership cancellation so I have to speak to someone at the gym directly. My last resort was to call my bank and put a stop payment to the charge in the amount of $34.99. However, I keep receiving phone calls from ABC Financial about the gym membership dues that I owe plus the late charges. I consistently have called them to explain my side. But to this day neither Retro Fitness or ABC Financial Services have contacted me or fixed this problem. My membership should have been cancelled and no other charges including late fees should be charged to my account.Desired Settlement: I want my Retro Fitness to cancel my membership as per the cancellation request and refund all the late fees.

Consumer

Response:

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

Sincerely,

Review: I'm being continually billed despite fulfilling the company's requested cancellation process. Manager refuses to take phone calls or address my cancellation request. I've been now charged at least $129.32 in unauthorized fees.Desired Settlement: I would like to receive a cancellation confirmation and a refund of charges

Business

Response:

After reviewing the members account we have found that the member is entitled to the refund amount of $129.32. We apologize for any inconvenience. The member should see the refund in 7-10 business days.

Consumer

Response:

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,