Retro Fitness

Review: I am out of contract and the business has made it a real challenge to cancel my membership. I've paid over the full year's term with this gym, and they still required a certified letter for cancellation, even though I lived (key word being LIVED) near the gym, within walking distance. So, I follow through, send the letter, and still notice a charge for May, almost a month after my certified letter. I call back and, guess what...two month's processing time. Why? "Ask corporate." I ask corporate, no answer, response to my voicemail, or follow-through. Although I'll be living in San Francisco, California as of Saturday, June *, the company will STILL charge me for the month of June. I do not agree with the unethical collection practices of this business.Desired Settlement: A refund for both May and June.

Business

Response:

In response to complaint ID# [redacted], the terms of the client's contract clearly states "You must send a 60 day written notice to cancel your membership agreement. The post mark date begins the 60 day period. You are responsible for any payments during the 60 day period."

Please see attached the clients Contract, and his letter of cancellation clearly postmarked April **, 2013.

Per the stated terms of the contract, the company will not be extending a refund.

Controller Brookfit Retro

Review: I went to Retro Fitness on October [redacted]to rejoin the gym, and while there they had a promotion for a personal trainer. I signed up to try it out (no cost) with a friend for Tuesday Oct [redacted], at that time the Trainer (Eric)said he has the deal and we should pay cash. It was $240 for 8 sessions. I and my friend (Bernadette) were undecided. We went back I believe that Thursday and still did not sign up. It wasn't until November 1 that we agreed on 16 session for $480 and charged in on a credit card for the both of us (not $480 each). None the less he forged my signature on a contract dated October [redacted], for 96 sessions at $2400.Desired Settlement: First off I want that forged contract canceled. And secondly who ever forged my signature needs to be punished.Also, this was like a $2400 loan and do not want this on my credit report.I would also like my $480 refunded back to me.

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,

Review: I left 3 messages in April, 2014 requesting to cancelled my contract and never received a call back. I went in person on 5/**/14 and cancelled. At that time I was advised there is a 60 cancellation policy and I would be charge for May and June. They in error charged my account again on 7/**/14 for $19.99 and an additional $29.00 annual membership fee on 8/*/14. I spoke with [redacted] on 8/*/14 and called her again on 8/*/14 after not receiving a call back as she said. On 8/*/14 she advised me I would see a credit on my charge card in 3-5 days. As of yet there is still no credit. I spoke with [redacted] on 8/**/14 who was going to talk to [redacted] when she got in a 6pm. Today, 8/**/14 I called again....I spoke with [redacted] again who advised me I would see a credit by Friday. At this point I have no confidence in them that they will do as they say since they never have before and and therefore am filing this complaint. A friend of mine is having the same issue with them and filed a complaint with Revdex.com on Monday, 8/**/14. I originally thought I file this complaint on Tuesday, 8/**/14 but then realized I filed with [redacted] by mistake.Desired Settlement: refund of $48.99 to my credit card

Review: Hello,I am writing in regards to Retro Fitness Gym that is located at [redacted] On 11/**/14 I signed up for Personal training session at the gym. I asked the gym [redacted] prior to me signing authorizing the gym to debit the money from my account if I can cancel at anytime without penalty. He informed me that at any time I can come in and cancel the personal trainer member ship and will not be charged for that. Two weeks of me doing the personal training I decided that this was not something I want to continue with. I went to the [redacted] and told him please cancel my membership and he said ok. However, it has been two months and the gym continues to debit $340 per month from my account. Today when I called the gym I was told that my personal trainer membership was a contact for an entire year and they will continue billing me. I do believe that it is a crime to keep taking money out of someones account. I am writing because I do not know what else to do. I cannot continue to pay for a personal trainer when I was not told from the beginning that I was signing a year contract for a personal trainer. Please help. [redacted]Desired Settlement: I would like the gym to refund me the money they debit from my account this morning.

Review: I had a membership with this Retro fitness but unfortunately during the summer I had broke my leg and was unable to go to the gym. I had contacted this establishment and spoke with the manager to cancel. He explained to me that if I provided a doctor note my membership will be canceled. I did and thought everything to be resolved but now I'm in collections.Desired Settlement: I will like for this to be taken off.

Business

Response:

Member provided medical note/information for a medical cancel on 9/**/2014. According to Retro Fitness Agreement cancellations are a 60 day process. Member was informed that invoices for 10/**/2014 and 11/**/2014 would still be owed for cancellation to be finalized. Member never paid these invoices. Member received copy of her agreement to email address [redacted] on 01/**/2014 at 9:19pm when she joined the gym and entered her agreement. After 90 days of not paying the 2 stated owed invoices member automatically is sent into collections status. Member cancellation will be complete when she comes into club and pays $41.78 which is total of 2 stated invoices and as member was informed.

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]

MY CARD WAS CHARGED FOR OCT. ** 2014 FOR THE AMOUNT OF 20.89 AS WELL AS SEPTEMBER FOR THE SAME AMOUT. I NOTIFIED THE GYM OF MY ACCIDENT VIA PHONE AUGUST **, 2014 AFTER I NOTICED THE AUGUST CHARGE IN WHICH THEY INFORMED ME I NEEDED A DOCTOR NOTE BUT WILL PUT A STOP ON THE BILLING . AS I WAS UNABLE TO WALK IT WAS DIFFICULT TO GET BACK A FORTH TO A DOCTOR OFFICE. I SUPPLIED THEM WITH THE NOTE ON 9/** AFTER MY APPOINTMENT. THE PAYMENT FROM SEPTEMBER ** AND OCT. ** SHOULD SUFFICE FOR THE 60 DAY TERMINATION.

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,[redacted]

Business

Response:

THE MEMBER CARD WAS CHARGED FOR OCT **, 2014 AND THE MEMBER DID A CHARGE BACK WITH HER CREDIT CARD COMPANY AND THE INVOICE WAS AGAIN LEFT UNPAID. THE POLICY IS TO START THE 60 DAY CANCEL PROCESS ON MEDICAL CANCELS ON THE DATE THE MEDICAL NOTE IS PROVIDED WHICH IN THIS CASE IS 9/**/2014. IF THE MEMBER MEDICAL NOTE WAS DATED OR REFERENCED FROM DATE OF ACCIDENT, THE CANCEL WOULD OF STARTED ON THAT DATE.

Review: I signed up for a gym membership. And about 4 or 5 months later I wanted to cancle my gym membership because my knee was messed up I was infomred that I could not canclel it. I went a another rero fittness and was informed that if I wanted to cancel my membership I would have to go to the retro fittness I orginally signed up at and have a note from a doctor. When I contacted my retro fittness I was informed that I cant cancel my membership and would have to pay the entoe year up. I call the 1800 number for retro fittness and was informed that I cant cancel over the phone and they will automatically renew my mmbership.Desired Settlement: All I want is to cancel my membership. and not have it automatically renew

Business

Response:

Member was informed according to agreement must provide a doctors note stating member could no longer use gym because of medical condition/injury. Member has not provided any medical documentation. Member also informed cancellations are 60 day process that start when medical documents are provided and member must pay all invoices due within the 60 days. The stated member would also have to have membership paid up to current status. Member received email of agreement on 9/**/2014 at 3:54 pm too [redacted].

Review: I signed up for a monthly membership at 19.99 a month. The advertisement stated that there are no contracts involved. I did not sign a contract. I went to cancel my membership and was told that I was emailed a contract which states that I may pay for one year. I was also charged an annual fee which I was also not made aware of and when I went to question it, I was told that there was nothing I could do. That I was "told" this. The only thing that I was told and that I read online was that there is no contract involved. The manager at Retro Fitness says "you gave your credit card so you agree to the terms that we emailed to you". I also did not receive an email. It may have gone to my junk mail. But I did not receive it.Desired Settlement: I would like a refund of my annual fee as requested in August and cancelation of my membership without penalty.

Consumer

Response:

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

Sincerely,

Review: I enrolled in the Retrofitness Gym in November 2013. I signed a contract for one year, including 24 training sessions. I paid my dues every single month for 12 months. On December **, 2014 I decided not to renew my enrolment and I sent an email to Retrofitness [redacted] (where I originally joined). They never acknowledged reception of my email and they never notified their bank in charge of collecting payments. Now their bank keeps calling me and sending me emails saying that they don't have any proof that I did not renew my membership. I never signed any agreement with that Bank, I only signed an agreement with Retrofitness to attend their facilities for one year and that's it. I do not wish to renew my membership, this is my right and they don't have the right to harrass me continuously. It is not a cancellation of an agreement, it is simply that I do not want to RENEW my membership. They should have asked me if I wanted to renew it, but they did not. Please help.Desired Settlement: I want Retrofitness and their bank to leave me alone. What they are doing is harrassment.

Review: My daughter went to cancel her membership on October *, 2014. They tell her that she has to finish the year and it will be canceled on 12/**, even if she is no longer going. On February **, I get my Credit card statement and there are 2 more charges from January [redacted] 2015, and February [redacted] 2015. I call the [redacted] number and the operator tells me it was just cancelled yesterday and I would have to go back to Retro to get a refund. Sounds like a scam?. How other many people are being played like this.Desired Settlement: I would like to be refunded from November *, 2014 at $19.99 a month. I don't know why she had to pay the additional 2 month fees for November and December. I believe if she cancels on October [redacted] that would be sufficient time to cancel the contract.

Review: I cancelled the membership in person on 4/**/14. The billing was to end in 2 months (6/**/14). The company continued to charge my card until 11/**/14. I've made several calls to the company and visited in person. Each time a [redacted] was not in or available to help me. Nobody called me as promised. Spoke to a [redacted] 3 weeks ago. She said she would credit my card for 5 months. It never happened. I went back to the company on 12/**/14, spoke to the same [redacted]. She said she just processed the credit. It's now 8 days later and still no credit.Desired Settlement: I want a refund of $200 cash or credited back to my card.

Consumer

Response:

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

Review: When my friend and I signed up for personal training with Retro Fitness, we asked about their cancellation policy. I had plans to teach abroad this summer and she had plans to move back to Venezuela. The [redacted] of personal training, [redacted] told us that as long as we let them know a month in advance, we could cancel or freeze our memberships. Since we had this option, my friend and I signed the contract for personal training sessions.

Now that I want to cancel my membership. [redacted], the [redacted], refuses to let me. Contrary to what I had been led to believe, the contract says that unless I pay $250, I can't cancel. [redacted] also won't let me freeze my membership.

I am disappointed that [redacted] used fraud to get me to sign a contact. He explained their contract policy contrary to what was in writing. I am now locked into paying $213 each month. If I had known that I would not have been able to cancel my membership, I would not have signed the contract.Desired Settlement: I would like to cancel my contract for personal training sessions with Retro Fitness under the circumstances that they committed fraud.

Business

Response:

[redacted]

came in Dec. **, 2014 for her one hour personal training orientation. We

covered the benefits of proper nutrition, cardio, and strength training to

achieve her goals over the next 12 months. After the information and work out

portion of the orientation, we showed [redacted] what goes into our personal

training programs and how her client folder is kept.

At this point [redacted] decided that training is what she needed to attain her

personal goals and joined for a 12mo 1xWeek program for one on one training. I

have included a copy of her signed agreement for your reference clearly showing

in bold her program type is a 12mo 1xWeek program paying monthly of $209. To

enroll, she agreed to paying the 1st month and 12th month down for $418 initial

down payment, leaving the next 10 installments of $209 beginning on Jan. **,

2015 clearly stated by her initials. The remaining balance also clearly shows

in bold she is responsible for $2090 left over the last 10 remaining payments

and total program price of $2508. She also initialed the Note of Auto-Renewal

which states after the 12th month, her agreement will convert to a month to

month program for as long as she wishes to continue, or she could give 60 days

notice before the 12th month to cancel the program once her 12th month has been

satisfied.

There are two sections [redacted] initialed, one authorizing a monthly draft of

$209 for the next 10 months, and the other initial that she understands the

Note of Auto-Renewal. In addition, she was also required to give her signature

twice, one stating she understands this was a 12 month program of 1xWeek, and

the other authorizing the use of her credit card for payments. Upon completion

of signing, a copy of [redacted]'s agreement was emailed to her at 12:55pm on Dec.

**,2014 for her records allowing her to review everything further and for the 3

day clause if she did not like any of the stipulations.

We take an hour to explain in detail everything about training and what is to

be expected. We by no means rush this process in order to avoid issues such as

these.

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:

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

Regards,[redacted]

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

Sincerely,

Consumer

Response:

Hi-Please find the following attached: -The contract that was sent to me by the club [redacted] on April [redacted]-The e-mail a witness, [redacted], sent to the club [redacted] stating that we were both told we could cancel with a one month notice.Best,[redacted]

Review: This gym is has poor management as well as poor business practices.

I owed an outstanding balance of 1100 due to fine print that was told was going to be waived. I willingly said I'd be happy to pay for the outstanding balance but in a 3 month span. I made my initial payment of 188 and then agreed to pay an additional payment later on the month. I agreed to have total paid off by 3/** Next thing I knew a man by the name of [redacted] processed the entire payment without my consent.Desired Settlement: I wish to be able to pay in a 3 month span, as agreed to initially.

Business

Response:

[redacted] came in this [redacted] 12/* at [redacted] after some back and forth to start settling some of her six months of delinquent payments. She applied one month of $188.10 at the club and I updated her billing info.She told me that she set up a payment plan with [redacted] of $100 every two weeks (something close to this) and also asked if she could make payments at the club as well to be totally paid in full by March. I said not a problem since taking the money is better than leaving it outstanding. The next day at [redacted], [redacted] proceeded to process the remaining five payments as her billing was updated the night before. This is new for [redacted] since before I needed to send a Credit Card Authorization form to process payments behind even when billing is unchanged. So obviously I look like the bad guy since I told [redacted] I cannot process payments without her being present.

Review: I signed up for membership at this location before the club was open. When signing up, I inquired as to the cancellation policy. At that time I was told I would have to pay a $60 fee and the membership would be cancelled. When my boyfriend who lives in Long Island and goes to LA fitness asked me to move in with him, I called the location and asked about how to cancel. The $60 fee was reiterated, but I was told I had to cancel in person. I went to the gym to cancel my membership and spoke with the [redacted] He said to me he would not cancel my membership unless I pay a $400 cancellation fee or bring in proof that I changed address or get a doctor's note. I asked him how I would have proof that I moved in with someone and try to reason with him as to how unreasonable he is. Instead, he told me he will not cancel my membership and that I should leave his property.Desired Settlement: I just want to cancel my membership. I have not used the membership, nor have I visited the location since it opened outside of requesting to cancel my membership. 12*20=240+60 yearly fee does not amount to the $400.00 request made by the [redacted] That request makes me feel as though that GM and retro fitness as a whole is nothing but a rip off. Please cancel my membership without any additional hassle or runaround.

Business

Response:

Please accept this letter as a response to said complaint filed against Retro Fitness on Wednesday, May **,2015 by [redacted]. On 03/**/2015 [redacted] visited our temporary preview and enrollment center located inside the [redacted] at [redacted] across the street from our facility to seek information regarding purchasing a gym membership to Retro Fitness. As our customer stated at the time of her visit our facility was being built. Shortly thereafter our location opened for business on 03/**/2015. Upon [redacted]'s first visit she met and was informed by our representative of the features and benefits Retro Fitness offers as well as the facility grand-opening promotional offer of $0.00 enrollment and $29.00 processing totaling to $30.31 inclusive of taxes and the total that has been paid at point of sale as a down payment by [redacted]. As Retro Fitness standard operating procedures dictate, we pride ourselves with maintaining the highest level of integrity and fully stand by our statement in regards to [redacted] being informed by our representative prior to her purchase that our Retro Fitness Agreement consists of a 12 month installment contract at the price of $20.89 per month and carries a $47.03 annual fee as stated in her contract. Retro Fitness maintains that at no point did our representative state or even allude to there being a $60 cancellation fee in order for the contract to be cancelled as alleged by [redacted]. Once [redacted] decided to become a member she proceeded by entering her information into our on site self serve enrollment kiosk and checked off both the terms and conditions as well as the notes section (no membership may be processed at any point without the client checking off both) and expressing she has read and understood all of our requirements for membership including our cancellation policy (please see attached copy of agreement.) On 05/**/2015 [redacted] visited our location and was greeted by our club's [redacted] expressed her wishes to cancel her account, I was informed shortly thereafter. Within a few minutes I proceeded to greet [redacted] by our front desk. [redacted] let me know that she was looking to cancel her account. I invited her into my office so that I may take a look at her membership as well as to speak to her about why she was looking to cancel. She declined and began telling me that she needed the account cancelled immediately. I explained to her our club's policy requires a medical notice or proof of relocation 25 miles or more from any Retro Fitness facility or that she may pay off her remaining balance of around $255. Furthermore I explained to her that as her agreement was a national plan she would be able to take advantage of our other locations near her new residence. Please note that at absolutely no point have I ever mentioned a $400 cancellation fee a s [redacted] alleges in her complaint. [redacted] then became increasingly agitated by my responses and began using slurs and profanity at the front desk repeatedly stating "cancel my [redacted] membership" and taunting me in the course of our business and in the presence of several members and staff. I politely asked her repeatedly to calm down and to come speak with me in the office. Each time she refused and insisted on causing a scene. After numerous attempts at deescalating the situation I finally requested she leave the premises. Only after I let her know I would call the police did she oblige and left our facility. During [redacted]'s tirade her self admitted purpose of this bizarre behavior was geared towards what she assumed would cause me to neglect our company's cancellation policy that she willingly signed up for and avoid paying for the remainder of the agreement. Given that allowing a individual's forceful behavior to dictate our terms will set up a negative future precedent we will have to respectfully decline [redacted]'s desired settlement and request that she pays the aforementioned remaining balance in full or produce the necessary documents as stated in her agreement. Respectfully Yours, [redacted]

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 from the business misleads on a few points. 1) "Once [redacted] decided to become a member she proceeded by entering her information into our on site self serve enrollment kiosk and checked off both the terms and conditions as well as the notes section (no membership may be processed at any point without the client checking off both) and expressing she has read and understood all of our requirements for membership including our cancellation policy (please see attached copy of agreement.)"I did not complete my enrollment at a kiosk inside this business. The first time I entered the location was to request that my membership be canceled. My enrollment was completed by a female representative by the name of [redacted] (who is no longer with the company) on March 6, 2015 (dated invoice attached) inside the pre-opening location of [redacted]. 2) "Upon [redacted]'s first visit she met and was informed by our representative of the features and benefits Retro Fitness offers as well as the facility grand-opening promotional offer of $0.00 enrollment and $29.00 processing totaling to $30.31 inclusive of taxes and the total that has been paid at point of sale as a down payment by [redacted]. As Retro Fitness standard operating procedures dictate, we pride ourselves with maintaining the highest level of integrity and fully stand by our statement in regards to [redacted] being informed by our representative prior to her purchase that our Retro Fitness Agreement consists of a 12 month installment contract at the price of $20.89 per month and carries a $47.03 annual fee as stated in her contract. Retro Fitness maintains that at no point did our representative state or even allude to there being a $60 cancellation fee in order for the contract to be cancelled as alleged by [redacted]."I was never offered, nor did I pay (invoice attached) a $0.00 enrollment fee, nor did I pay a $29.00 processing fee. As my invoice shows, my enrollment fee is $19.99 + $0.09 tax = $20.89, the same figure also applies to my processing fee for a total of $41.78 to start. Since my form was filled by a representative of the business I responded either positively or negatively to questions posed. I never read any agreement, it was emailed to me for later review. At this time I asked the representative, [redacted] who signed me up, about the cancellation policy and was told of the $60.00 pay in advance option. As for the rest of the response from the business, I understand the need to manufacture points to make yourself seem reasonable and upright. The showboating carried on by the [redacted], pacing back and forth, barely keeping eye contact, and insisting on not cancelling my membership did inspire ire. each time I asked to cancel my membership I received a stupid grin and a different answer, one of which was "$400.00 right now". I think it is absolutely absurd for a business to contact the police for someone who only wants to cancel a membership. And in the situation in which my membership is not canceled, I have every right to be on the property, especially if I do not want to be a member and am being forced to remain a member. [redacted]

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,[redacted]

Review: I wanted to cancel my membership as I was pregnant and then moved much to far away to go to the gym. I also asked that my husbands be cancelled. I contacted the franchise customer service line, they said to contact my location directly with a certified letter to request cancellation and request professional courtesy of early cancellation due to extenuating circumstances. In my letter I requested confirmation of receiving. I never heard back. I called 2-3 more times and left messages for [redacted]. I have yet to receive one email or phone call. This has been ongoing since November. On top of not being contacted, I continue to get billed as does my husband.Desired Settlement: I want immediate membership cancellation for myself and husband [redacted] and I want to be refunded for all funds taken since the issuance of my cancellation notification letter. We have been extremely inconvenience and have gone above and beyond to get this resolved!

Consumer

Response:

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

Review: I have been in contact with Retro Fitness, [redacted], [redacted], the [redacted], [redacted] and Retro Fitness Corporate Customer Service, [redacted] All have promised to take this to ownership. [redacted] responded he couldn't help. [redacted] responded a week ago with a final decision saying nothing could be done. [redacted] promised to get back to me approximately three weeks ago with contact of the owner or at least to advocate for my case. I have yet to hear from her. This is nothing new, as she has not been responsive in the past.

A basic timeline of events:

March [redacted] signed up for a year of gym membership and was told by [redacted] the [redacted] that contracts could only be 12 months. I signed up for 3 sessions weekly.

Soon after I overheard [redacted] speaking with a new client. He told that client he could sign up for less than 12 month contract interval. I confronted [redacted] and he said he would speak with ownership. ([redacted] was made aware of this and said I had to deal with [redacted] as he was the [redacted] of personal trainers).

My trainer [redacted] missed 4 consecutive sessions without canceling or contacting me at the end of May. I attended my scheduled sessions ready to work out but did not receive the service I paid for. Had I not attended as scheduled, I would have been billed for the session. [redacted] switched me to a new trainer, [redacted] and that trainer also missed the first session-for a total of 5 consecutive missed sessions. I was switched to [redacted]. All these trainers missed other sessions aside from these 5 consecutive sessions due to multiple reasons (due to their alarm not going off, forgetting our scheduled session- at least twice this occurred, illness, doctor's appointments).

During this time, in May 2014, [redacted] said he had spoken to ownership and I was going to get 5 free sessions due to the inconvenience and poor service of the multiple missed sessions and that my contract would be switched to 6 months from 12 months. He never informed me I had to sign a new contract (this is something [redacted] told me should have been done when I complained in early December).

In late November my new trainer [redacted] went on extended leave without notice (he texted me to cancel our session the day after Thanksgiving). I was not contacted by the gym and despite texting [redacted] and calling the gym's general number no one told me he was gone and I needed to schedule with a new trainer. For a week I call and was told "[redacted] is out, we don't know when he will be back." I came into the gym to speak to [redacted] around December [redacted] (about a week and a half after my last canceled session) and was informed [redacted] was gone and assigned me to [redacted] again (as he was taking all of [redacted]'s clients and had most openings in his schedule). I did not want to return to [redacted] given our past experience. I spoke to [redacted] about not wanting a repeat of the lack of communication and missed sessions, he assured me that would never happen again. [redacted] went on to miss another three sessions within the month of December. After complaining again I was switched to [redacted], a new trainer that has kept his scheduled appointments to date. This makes five personal trainer switches in 9 months. None of the trainers (before [redacted]) kept notes, so each time I switch my trainers have no idea what I was working on, what strength level I have achieved, etc.

I complained to [redacted] in early December about the poor service and I had checked online for the first time and seen I was still being charged for sessions (October ** and November **). [redacted] informed me then that the contract had not been changed by [redacted]. At that time I also had 35 sessions banked. (I currently have approximately 40 banked sessions). The majority of the banked sessions are due to personal trainers not keeping their scheduled appointments with me. I did not scheduled 2 sessions due to illness, and 6 due to vacation days. At most 10-12 of these sessions are due to my schedule, with approximately 30 being due to personal trainer schedules or poor customer service. [redacted] has implied I am lying about this, despite being shown texts from [redacted] and my personal trainers. He has shaken his head as I told him about these many absences and claimed if this were true he would have known about it. This I have found offensive.

I was also informed by [redacted] that ownership did not recall this situation and would not honor what I was told by [redacted], the Retro Fitness PT [redacted] at that time. [redacted] said he would speak to ownership and advocate. After weeks of not hearing back I contested the personal training charges with [redacted].

I was told [redacted] had spoken with ownership about this and although I requested their contact information to discuss this situation I was denied it. I do not trust that ownership was made aware of this situation. They are claiming ownership was not made aware of this by [redacted] despite [redacted] assuring me of the contrary.Desired Settlement: They have not apologized for the poor service they have provided. They have assured me that any session not used is banked. This is a great business model for them as it keeps me in the gym longer than my year membership. I am extremely angry at this business, I feel anger every time I go to work out. They have lied to me, not honored their word, provided the worst customer service I have ever experienced and implied I am lying. They have been unprofessional by not keeping scheduled appointments.

I want them to honor the 6 month contract I was told by [redacted] that he had ownership agree to and credit back the unused, banked sessions. I want to go to another gym with personal trainers that keep their appointments.

Review: I am having a difficult time with Retro Fitness in canceling my Membership. I have gone several times to cancel my membership and was turned down each and every time citing I had to wait for a manager at a given time. When I showed up a forth time I was told I cannot cancel because the manager is on vacation and she would charge me two months additionally even though my year contract had been fulfilled in February. I feel like I am being robbed literally because they fail to cancel my membership, I notice several members having gone through the same issue with Retro.Desired Settlement: I would like to just stop paying for something I do not use. I am okay with paying one more month but an additional two months is outrageous.

Consumer

Response:

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

Review: I came in to this facility for the first time to listen up the options for personal training sessions. The guy named Joe, was explaining to me, that it is a 30min session at 30$. He also asked me how often I plan to visit them, which I explained that being busy with work and school, it'd ideally be 3 times a week, maybe less, depends on my schedule. He did a calculation , saying it would cost me around 370$ a month, and he will need any card, can be a prepaid one, a gift card, or any 16 digits made up to sing me up. During his explanation, there was not even a hint about putting me on a contract, where im obligated to pay them 376$ a month , recurring( doesn't matter if I used those sessions or not) and I owe thm little over $4000 for a year. All that I found later. When I talked to him, Joe assured me I can cancel my training anytime I wanted. I thanked him for his time, and before I left, I said I will think of it and will get back to him once I'm ready. Few days later, I texted his cell phone saying I'm going to postpone my trainings. Where Joe texted me back, saying I'm on contract, and I should check my email. That's when I found out about the trap. He kept saying I signed it. I haven't seen the paper I signed, they took electronic signature from me to preauthorize the payment for 12 sessions, which I didnt agree when I was leaving the place, I told him to give me some time to think about it. Later I also found out I was signed up for gym membership. I was never explained I had to sign up for that gym in order for me to take classes. I tried to contact the corporate office, was unsuccessful, left voice mails, never responded. Called Joe, he's avoiding the contact. Filed the dispute with my credit card company. ABC financial company started calling me everyday, on behalf of retro fitness to collect the membership fee. Went to the location, Joe didnt want to talk to me, saying that I'm a violent person and he is afraid, totally nonsense. I spoke to the other person. He said that people like Joe is a separate contractor and he has no control of how he does business and how he introduces "the whole personal training" to new potential clients. But not to send me for collection, I must pay them monthly membership fee was due. Awful experience when I'm as a potential client was given a misleading information and was not provided all the facts. I've been taken advantage of.Desired Settlement: Take off any responsibility that this company unwillingly put on me.

Review: I went to Retro Fitness in April. I spoke with the owner to cancel my membership as I was moving to another town. She advised that I will be charged 19.99 for May and June 2014. They have a 2 month cancelation policy. I advised that was fine. Retro Fitness continued to bill me and use my credit card in July 19.99 and again in August for 29.99. I phoned in July after the First charge. I spoke with the [redacted] on July [redacted]. [redacted] said she will reverse the charge. Then they charged my credit card again on August [redacted] for 29.99. I phoned again on August [redacted], spoke with [redacted] again, she advised that [redacted] the other [redacted] reversed the charges on 8/*/14 and to allow 3-5 days for the credit to be put back on my credit card. As of today 8/**/14 and 3 more phone calls they have not reversed the charges. This business is doing the same thing to a friend of mine.Desired Settlement: I want the charges on my credit card put back for July $19.99 and August for $29.99 and to remove my information from their system.

Consumer

Response:

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

Sincerely,

Review: On 8/**/2013, I walked into Retro Fitness in east meadow, and I signed up with membership of $19.99 a month. I was charged $39.98 for the monthly fee and also the annual fee of $19.99. After that I was told I had one free personal training session that can be used anytime.

On 9/*/2013, I went for the free personal training session with [redacted]. [redacted] and I talked about the training sessions and how to eat healthy. the best and affordable deal he gave me was 8 total training sessions over a 2 month period $289. I signed the contract. after signing the contract [redacted] told me he couldnt run my card through because his office was being moved and once he run it, he will send me the copy of the agreement. To date, I never received the copy. A few days later, [redacted] called me to tell me my card was declined for the $289 and he decided to run it for $169 which went through. he told me to when I come in just bring the $120. the next day I went and trained with [redacted]. after training I went to pay [redacted] $120. he told me everything went through for $169. he said I didnt owe anything. I also reminded him of the conversation, he said dont worry about it. I asked him about the copy of the agreement, he said he mailed it. I never received it. On 10/**/2013, I received a call from a third party collector that was trying to bill me for $120 for the next 11 months. I called [redacted] to find out what was going on and he of course said that it was correct. I told him there was an error somewhere because if would not agreee to this and where is the copy. he claims to have sent it to me and there was nothing that can be done. I sent a letter to the corporate office and they sent it back. I tried to dispute through my card company and they can not help me. [redacted] and I are not on a friendly and helpful term.Desired Settlement: I would like to have my money refunded to my card and I dont want to do business with people that are not honest and trust-worthy.

Consumer

Response:

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

Sincerely,

Review: I went into the gym in early April, I believe it was April *, 2013 to cancel my membership. I spoke with one of the managers who is also the owner's daughter and she said "I'll take care of it." I asked about how far ahead they had to be notified of a cancellation and I was told 60 days. I knew I'd be charged $19.99 for May and June. They charged me for both those months by an ACH from my checking account. On July *, 2013 I saw they charged me for $19.99 which was in pending status in my account. I called the gym on July * and spoke to the manager and she assured me that my membership is "pending cancel" and that she saw no charge. I told her I see it on my account and she said she did not see anything. Come Monday, July *, 2013, I see the charge posted on my checking account. July *, 2013, I called the gym and was told the manager is not in and to leave a message. On July *, 2013, since I received no call, I called my bank to dispute the item. On July **, or around that date, I called the gym again and spoke with the manager and told her about all the above and got an attitude from her saying she has to contact their billing company and notify them of the cancellation, she assured me that she will call me back. Days later, I get no call and today, July [redacted], I see an e-mail from ABC Financial, the billing company stating that I owe my membership plus a late fee of $29.99. Today I called the gym to ask for a manager and she was of course not in. This is extremely deceitful and unethical. I have been dealing with this for all of July now and I need this fixed and my membership was canceled back in April and I paid the 60-Day notice which were May and June fees. I will continue filing complaints against this establishment as this unacceptable and not ethical.Desired Settlement: I want this gym to finally properly cancel my membership as of April when I requested that it be cancelled and cancel July's fee of $19.99 plus the late fee of $29. I do not owe this money to them as I paid my fees for the 60-Day Notice to cancel the membership!