Retro Fitness

Review: My husband and I have both signed up in april for a gym membership with retro fintness under a promotion advertising $20 per month with no enrollment fee and no annual contract. George P[redacted] was the rep that was helping us with the sign up and answering all our questions. We were assured by George that this was a non contract plan and that we were able to cancel any time,this was a big issue for us so we wanted to make sure we had no contracts. Today I contacted retro fitness to cancel my membership after 4 months and was told I will have to pay for the full year as we have a CONTRACT! When I asked to speak to the manager Tiro L[redacted] he was also no help.Desired Settlement: I just want to quit my membership without having to pay for the entire year as we were told it was a non contract agreement!

Review: In June of 2013 I joined Retro Fitness for a "summer membership" and was given a "summer free membership" which meant instead of signing up for June July and August they gave me July and August for free and signed me up for 11 months @ $19.99. I would not have asked to sign up for a year because I go to college and play a sport so when I am there I go to the college gym for free. It was my mistake to trust them and take them at their word so I fulfilled the contract. I paid 11 months @ $19.99 which I did not use for many months. I went in the following June to terminate the contract due to their policy of needing two months to push a button and cancel the membership. This led them to give me a contract termination as of August * 2014. When I checked my September bill they charged it $19.99 which I blocked and disputed. In October they also charged my account which I had blocked and disputed. This is still being disputed. They believe I owe them $19.99 because when I went in to terminate the contract in February they postponed the charge for February and charged my credit card $5.00. I still satisfied the terms of the contract because I paid 11 months @ $19.99 for September,October,November, December, January, March,April, May, June, July, and August.The [redacted] told me the contract was terminated and I did not owe fees. She talked to the [redacted] company in front of me and my mother and told them we did not owe anything. She must have called them back when we left and changed this. I have been told that if I win this dispute they will reinstate my membership which I do not authorize them to do.I have sent letters to the District Attorney, the Consumers Complaint Department, and the Attorney General.I have the contract,contract ending agreement stating the membership was canceled after August * 2014, andcredit card bills showing I paid 11 times and was still charged after Aug. This is a poor way to do buisness because for $19.99 they lost a customer, my brothers and friends.Desired Settlement: I would like them to call [redacted] company and tell them I do not owe them anything and end this dispute. The contract asks for 11 payments @ $19.99 and this was satisfied (along with a charge of $69.99 for signing up and a $29.99 charge mid year).

Review: I signed up with retro fitness about a year ago at the gym location. Sign-up process was easy and my payments were processed immediately. I've been trying to cancel my membership after being a customer for over a year, I was told that I need to send in a letter stating that I want to cancel and that I would still be charged for two months as the cancellation process takes 60 days to complete. When I signed up I was not informed of any of this by the representative. I think it's unfair to tell a customer in this day and age to send a letter stating that they want to cancel and then telling them that the process will take over 60 days to complete. When I called the gym location the representatives were less than helpful and just repeated the same things over and over.Desired Settlement: Cancellation of contract

Business

Response:

Customers must sign off that they agree to the terms and conditions of the contract. They also receive a copy of the contract that they sign immediately after they have completed it. Also, they have three days to cancel their contract. We have record that [redacted] copy was emailed to her January **, 2014 at 12:04pm.

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:

My complaint isn't about the validity of the contract, but the bad practices of the business. Your salesperson specifically stated things such as easy cancellation which is in direct opposition to the contract. The contract terms are fuzzy and archaic at best. A cancellation process should match the ease of the sign up process and one should not be liable to pay for services not rendered.

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

Sincerely,

Business

Response:

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

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:

It might be wise of the company to make their cancellation policies consistent across their franchises as I have seen policies at other locations that allow for on the spot cancellation while not [redacted] their customers around, as you continue to do.

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

Sincerely,

Review: I joined Retro fitness on 09/*/2012 for a family membership and there was a direct mail deal for labor's day of 1 year contract with 2 free months. That day when I joined, I paid the processing fee and 1 month due and the contract said I had to pay 11 months (also 1 time maintenance fee in December) and that my contract end date is 09/**/13. we rarely went to the gym but because of the contract we waited and the gym charged my card every month.($59.99/m) I realized my credit card got charged in 09/**/13 so I went to the gym on 10/**/13 to speak about it and the staff said only the managers could handle it so I left all my info and asked when they would be in. They say tomorrow, I didn't get any call back, so I called, they said the manager would be in the afternoon, so I went in and they said they were not there. Left another note for the managers, called everyday and check the status, and as of today 10/**/13, still no reply from any managers. The staffs are still telling me the managers would be in the next day, that there is no way of contacting them directly. How can a manager be unreachable for the whole week?? and there are two managers/owners. And as of today I got charged another month of membership. This place is a scam, they are charging my credit card past the contract and they are not cancelling my contract and not contacting me on purpose. I am very upset and want to know how can I stop them from charging my card, give me a refund for illegally charged months and stop my membership (which ended as of 09/**/13)Desired Settlement: I need my refund for the 2 months membership (September and October 2013) $59.99 each month back to my credit card ($119.98) ASAP and stop my membership as it was supposed to be as of 09/**/13. If they are not giving me the 2 free months as of last year promo, it's ok, I do NOT want to go back there. And I want a call from the [redacted] apologizing for wasting my time and energy for so many days.

Review: When I went into this Fitness "Retro-Gym" center I was explained that I could pay for a month trial of $19.99 without signing for a contract. I gave the male rep my credit card and he charge me there and then the $19.99 for that month. I was never explained that I apparently had 3 days to cancel the "contract" I was getting into. I didn't want a contract and I specifically told him that I DIDN'T WANT A CONTRACT. I found out I had signed a contract when the following month I came back from vacation and I noticed a change on my credit card which I didn't know was from this fitness center. What I did first was to call the company that had submitted the charge and find out why they were changing me? They told me I had signed an agreement and I was bound to this contract for a year! I went to the gym and spoke to the [redacted] which told me that that should had been explained to me and that when you sign to pay with your credit card you are automatically "agreeing" to the terms of the contract. First of all I explain to her that I was signing for the charge of $19.99 at that moment and nothing else and to make it worst she told me that the contract is sent to the customers email address without them even seeing it?! I told her that that was just fraud. They were taking my signature and putting it in a contract that I was not even aware off? She said that she was sure it was all explain to me. WELL IT WASN'T! AND I WOULDN'T SIGN ANYTHING WITHOUT FIRST READING IT!!! To make thing worse now I'm being charge a yearly maintenance fee of $41.73 and I haven't even been with them for a year! But apparently this is all in a contract that I never saw and haven't even seen because when I told her to give me a copy of the contract she told me that I could print it from the email that was sent to me. In addition, she told me as if to comfort me that many customers were upset for this $41.73 "yearly maintenance fee" because they weren't aware off. REALLY?!!!Desired Settlement: I would like to get a refund of this months $19.99 monthly fee and the $41.73 for the "yearly maintenance fee". I would also like for the supposed existing "contract" to be voided for I believe they took my signature from the gym trial month and added to a contract I wasn't aware off. Hopefully they start changing the way they handle business because they are going to lose customer with all this deceitful cheating lies.

Consumer

Response:

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

Review: My contract ended in January of 2015. This branch requires a 60 day cancellation notice with certified mail. I sent it back in March which would end my membership in May. However, I never checked my credit card statement to realize I was still being billed for it. I called the club several times asking to speak to a manager. I was being told I will have one call me which they never did. Finally, I called again and they put me through to a manager. (Doug) When I told him the situation he asked if I sent it certified and I did but I no longer have the tracking because it was done back in March! He could not care less and was anything but helpful. I think it is unfair I have to

Continuously pay for a membership I do not use and cancelled months ago! On top of that this gym is filthy and a health hazard !! I am not the first to make the complaint and I am sure I will not be the last.Desired Settlement: I would like

My account to be refunded for the months of May, June, July and August including their automatic matienence fee. The total

Refund should be about 120 dollars. I would like them to stop billing my credit card every month!

Review: I recently cancelled the membership for my son which was billed to my charge card. I filled out the paperwork in mid March, 2014 and received a bill in April. When I call ABC to complain they said he was still listed as an active member.

I called Retro Fitness to find that I would still be charged for 60 more days after cancellation. This membership is over one year old and is considered month to month. They of course said that these restrictions were in the contract which we neglected to read.

I cannot believe that a business is allowed to charge for services not rendered! I would understand it if I cancelled within the first 12 months. What's to say they put in the contract that you have to pay 6 months! Are we then binded by that as well?

How do they get away with this? I guess it's "BUYER BEWARE!". In my opinion, this is fraud when you bill for services not rendered.Desired Settlement: I would like them to refund the charge for April, 2014 and consider this account closed in March, 2014 WHEN I SIGNED THE PAPERS!

Consumer

Response:

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

Sincerely,

Review: When my husband and myself went to cancel our memberships we were told we could not use our two free months towards our 60 day cancellation. We were never provided with any documentation to back up this claim and was only told that, that was the way it was from a very unprofessional combative Manager who could not be bothered to speak to us directly until she received a call from corporate.Desired Settlement: I feel since no documentation could be provided by management then a refund for the 60 days are due to myself and my husband.

Consumer

Response:

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

Review: I became disabled and was not able to use the month to month membership. when I gave medical documentation and paid my last month, I was 'surprised' with a further two month penalty in which I was asked to pay plus additional fees. Then I got a letter saying the membership was not cancellable. There was a class action lawsuit in NJ. There should be one in NY. The contract has NEVER been available for me to see, and so I am not liable to the terms of a contract I never signed. The verbal 'shpiel' is that it's a month to month, cancel any time. They now have reported me to the credit bureau that I owe $86.00. I don't owe them anything and they should not be allowed to do this.Desired Settlement: remove collection activity from the credit bureau (trans union and any other they reported to). I am NOT ever going to pay them this money because I don't owe them any money.

Business

Response:

At the time of cancellation no proof of medical disability was provided. Member failed to meet the terms of the 60 day notice and therefore went into collections with late fees and service fees. In the spirit of good customer service we are removing the member from collections and cancelling out the membership.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have signed up with retro fitness after pregnancy. I signed up for 4 sessions a month. My trainer kept rescheduling and not showing up for sessions. There was no back up trainer or a manager that could resolve my issue. The new manager changed my monthly fee to a lower fee and now Im being charged the old and new fee. When I TOLD HIM ABOUT IT he said the trainer and the manager that are no longer there owe me those sessions. He has nothing to do with it. I gave him time to resolve the double charge and he didn't take care of it. What do I do. I lost about 6 sessions. 50 $ EACH with trainer that is no longer there and i'm being charged old and new monthly fees. on top of the membership fees.Desired Settlement: I would like refund for all 6 missed / no show session by previous trainer that is no longer at retro and refund for the last month double session and I want to terminate my contact since WITHOUT penalty because I lost trust in this facility.

Consumer

Response:

At this time, I have been contacted directly by Retro Fitness regarding complaint ID [redacted], however my complaint has NOT been resolved because:

The manager is going to let me make up the training sessions with my original trainer (she is back from sick leave) however he refuses to give me a credit for being charged twice in Dec I contacted my credit card company and they requested contract to dispute the charge and they blocked retro from charging me again even thou I didn't want them to do that because that could affect me credit score So when I went to ask for a copy of my contract the manager said the first contract doesn't exist anymore only the new one I said never wanted to sign up for a new one When he changed my contract fee from 200 to 146 he automatically signed me up for another month I was furious when he told me that because I was very specific that I don't want to be committed anymore because I don't trust them He suggested for me to go to the doctor and get a note that I'm hurt and he will cancel my contract I said absolutely not and that he has to fix it I'm waiting for his response it's been a week I'm so disappointed with the way they are handling customers issues please help and advice what should I do

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

Sincerely,

Review: I suffered an injury requiring surgery which affects my ability to use this facilty's service. As a result, I was told verbally by gym staff if I supplied a physicians note, I could be released without reprecussion from both personal training and membership. The Dr note was dropped at the front desk in person and I again contacted the facility to confirm cancelation of the training ( spoke with [redacted] back and forth several times) and then the branch manager at which point my membership was frozen. I subsequently noticed a monthly membership fee deducted from my account in May so I contacted the facility again advising I needed cancelation and was told verbally if I supplied a Dr note, the membership could be canceled without reprecussion based on the fact that I was injured. I was told without a Dr note I would need to send a certified letter requesting cancelation, that would occur 60 days later. I explained I already supplied a Dr note, thats why the training was canceled without incident back in April, however the facility was unable to find it in their records. As a result, I sent a certified letter requesting cancelation effective immediately, which cost me nearly half of what the membership's monthly fee is. Today, I was contacted by a third party vendor that does billing for this facility claiming I am responsible for continued fees through July. Neither the gym nor 3rd party vendor has made any attempt to resolve this issue except by referring me back to the 3rd party billing vendor for collection. The branch has been aware since April of an ongoing medical issue preventing me from continuing to use the services they charge me for. This is why the personal training was canceled. The membership should have been canceled in April when I advised the facility that cancelation was my intention. The facility was aware I canceled personal training as a result of an injury. This was an implied acknoweldgement based on the fact that the personal training contract was canceled. If I am unable to utilize personal training and the facility acknowledges that by canceling a contract I have with them, it logical to conclude they would understand the same injury preventing training would prevent me from using their services altogether.Desired Settlement: I do not want this to affect my credit as I have now been sent to the 3rd party vendor that handles billing. I want the membership contract terminated effective the same date of the training contract termination as it is within the same company. I want the company to contact me confirming that the same has been resolved.

Consumer

Response:

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

Review: I have been trying to cancel my membership for MONTHS. Literally since may. I went in to the facility and they told me the only way I could cancel the membership is that I had to write a letter and mail it in. I found this a hassle and an intentional way of giving people a hard time to delay the cancellation. But I did as instructed and went home wrote the letter and cancelled my membership. of course two months later I call because they were still charging me and they proceed to tell me that they never received the letter and asked if I had sent it "certified, " UMMMMM really. Of course they never recieved the letter because if they are not certified they "LOSE " them. How convenient for them. I again wrote another and somewhat angry letter went down to the post office and mailed it certified. two months later still getting charged. Called again they received the letter but now there is a two month mandatory cancellation period. The another month goes by ad now they are charging my card over 60.00 for the mandatory cancellation fee! because apparently months of charging someone for not using the services is not enough. I was never told about any cancellation fee. Today I received an email about my New agreement, I called them up yelling at them again. They said again that my membership was cancellation pending and that it is due to be cancelled at the end of the month! NO I do not trust them they are lying and they are randomly trying to charge me for services I am not using. In addition I think that the 60.00 is not a cancellation fee, I think it is the annual dues that they squuezed in there because they are not cancelling my membership. I am so angry. After further investigation this has happened to SEVERAL people I know and it is in fact a scam. This needs to be stopped!Desired Settlement: I want the membership to be cancelled NOW and I want the months since may that I have been trying to fight this to be reimbursed. Please help me!

Business

Response:

We have a very easy process to cancel membership that is quite clearly explained in the terms and conditions that are emailed to the member the instance they agree to become a member. There are also protections in place for both the customer and company to ensure that everything is adhered too when any such request is made. Any and all correspondence with a customer is documented, if the customer calls these calls are recorded. If the customer comes into the gym then all communication is noted on their file. The first correspondence to be noted in [redacted]'s account was on the [redacted] of July 2015. She called the gym and was extremely rude and disrespectful to the member of staff that tried to assist her. At this point she was instructed what she had to do in order to cancel the agreement and that there was no record of any previous correspondence(something that would of been easily identified if she had actually sent the request via certified mail as per all requests). The gym then received what can only be described as an infantile response making false and defamatory accusations. The 60 day policy(as outlined in the terms and conditions that the individual agreed too upon joining) took effect from the day the letter was received meaning the member was applicable for payments in July and August, something that she subsequently agreed too in her original letter. She then called her credit card provider and had 3 months charged back and returned to her. Her membership was due to expire on the [redacted] of Sept, however as she will be liable for the monies charged back and the monies and fee's that are accruing this account will be passed to our collection agency if it is not settled, and legally as her account is no longer in good standing the termination will not take effect resulting in more owed monies. Copies of contracts, letters, and communications can easily be obtained if required.

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:

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

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

Sincerely,

Business

Response:

Unfortunately there is no evidence to suggest anything that [redacted] is claiming actually happened until her first documented correspondence in July 2015. Sending something certified to offer you protection can hardly be considered a "scam". There was never any "cancellation fee" we do not have such a thing, the 61.30 that was requested was the money [redacted] illegally charged back to her credit card while still under contract. [redacted] subsequently came into the club to pay the money and was given a further reduction in service charges and late fee's in order to just charge the money that she charged back.

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 was told on the phone that the fee was a cancellation fee. When I further investigated the matter and reviewed all the emails and bills I realized there was a a charge for an annual fee of 40.41, Which is funny seeing that they already had my cancellation that I was responsible to pay the annual dues. In addition I only came in to pay the money because if I did not they were threatening me to go to collections and I was not going to let these people ruin my credit. So I was basicaly bullied into paying them. Of course there is no evidence of my earlier correspondence because they "Lost" the earlier cancellation letter. Whic seems to be a common practice seeing that many people I know throughout different areas are ironically having the same or had the same issues. To me that is a scam and incredibly fraudulent. I can not believe there has not been an investigation of the practices of this company. At this point I am done with this company and I am no longer seeking any action, But I will let everyone I know about my experiences and warn them of being involved with such awful business.

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

Sincerely,

Review: I have been having some health issues for a little while now. I would work out and not feel well and my personal trainer can even testify to this. I went to my doctor and he advised me to not attend the gym at all anymore and wrote a letter and his personal information incase he had any questions. I had a personal training contract along with my gym membership. I followed the guidelines which tell me that I need to have a certified letter from myself and attached my doctor's note and the contract will be cancelled. I went to the post office and sent my certified letter and they never responded to my cancellation request. After I called more than three times the [redacted] finally found the letter and said she would process it. I then receive a text from the [redacted] saying they did not get my payment for the month and I let him know that I sent a cancellation letter before the month even began and did not use the services. He then proceeded to tell me they decided they would not cancel it but, instead freeze it! It is shocking that they intend to keep you in this contract when you genuinely can not even use their services and have no option.Desired Settlement: I need both contracts to be cancelled. The personal trainer and the gym membership.

Business

Response:

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

Review: My gym membership should have been canceled as of 7/**/15, I have been charged twice in the month of august for two different payments that are higher than what I was paying as an active member. Received new credit card in the mail with new expiration date and Retro is even charging the new card without me updating the information with them.. I have been into the gym to to try and rectify and made several phone calls without a call back. The billing company states that my membership has not been canceled and I am still considered an active memberDesired Settlement: I would like my membership to be canceled and to no longer be billed

Review: - Cancleed membership in December and know about the (60) day policy.

-Charged in March and called [redacted] (Retro's bank) and Retro about cancellation and said it will be fixed and reimbursed for March's charge.

-No Reimbursement and charged for April and May.

- Horrible customer service and false promises.

-Using work hours to fix these issuesDesired Settlement: I would like my money back ASAP and someone to explain the horrific customer service they have provided.

Never join this gym. I had my account and my wife's account frozen in June 2015 due to a car accident. I went into the gym to have it continue frozen until December 2015. I spoke to one of the workers at the front desk. She went into the back to speak to the manager who wouldn't even come out to talk to me. She said she took care of it. A few days later I see I'm being billed when I shouldn't be. I call the gym and they said by mistake they didn't freeze my wife's account and the manager will call me back on the next business day. No one called me back. I then sent a certified letter saying to just cancel our accounts due to the horrible customer service. I get an email that my "membership agreement" states I will continue to be billed until January 2016. No one answers the phone at this company's corporate headquarters to help me with this issue. So in the end they want me to pay a combined $40 until January and I can't even use the facility due to a car accident. Awful company.

Review: I moved out of state in May, 2013. I informed staff I was moving. They told me to write a letter to tell them I moved. I wrote a letter and they said they did not receive it. They have been calling to harass every single day to tell me they want money. I do NOT have a contract with them. They said the policy is to pay two months after you leave. I did not see that on any paperwork. Today I spoke with a manager, [redacted], who said I would have to pay an additional two months because they never got my letter. They can look at the records and see I have not been there in four months, but continue to ask for money. It is very upsetting to receive this calls daily. I will send another letter certified mail, but want this harassment to stop.Desired Settlement: I would like the business to stop calling me and adjust billing to acknowledge the fact that I am no longer a resident of [redacted], can not attend the gym, and pleased stop telling me I owe money. I would also like someone to acknowledge the fact the [redacted] needed to check the files to see I have not been at the gym, which she refused to do.

Business

Response:

Per company policy and Retro Fitness' standard contract when a member joins they must check the box on the kiosk that agrees to auto renewal. Upon completion of a 1yr membership the contract will auto renew to month to month. Per clients contract when a member wants to cancel, whether they are in term or not they are to send a letter via certified registered mail to our [redacted] address. There is a 60 day notice to cancel which means members are responsible for payment for the 2 months after cancellation letter is received. If a member's account is past due they must come current before we can cancel.

In [redacted] case she sent her letter in August and we did not receive payment for her August dues, even though she moved and has not come in she is technically still responsible for payment.

Business

Response:

We have a signed copy of the contract which has her signature but due to the open forum we will not scan her personal information to the site. Cleary stated on page 2 are the following terms.

NOTES

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: $19.99 + tax PER MONTH

In good faith and our commitment to Customer Service we are waiving all outstanding charges to the client. Her account has now been closed.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Retro Fitness continues to charge my daughter, [redacted] account for services after her one year contract is up. I sent a certified letter that I wanted my daughters contract cancelled. To date after receiving the letter the company is still charging her account. The company also called in April to update her account, at that time they were told we did not want to renew contract. The company states they need 60 days notice. We have told them frequently we did not want to continue business with them. A certified letter dated 4/11/15 was sent stating this. The company plans to charge [redacted] account again on 6/9/15 which is 2 days shy of 60 days notice. I would like the company to credit my daughters account for the membership fee which she did not authorize and also the charges for the monthly fee since April. The amount is $126.46. I don't know of any company that requires a 60 day notice to not renew a membership. I feel this policy is unwarranted. I would appreciate any help in this matter. Thank you. [redacted]Desired Settlement: The refund of all charges since April 2015. The amount is $126.46

Business

Response:

[redacted] I apologize for the delay in response but I was having problems with the website. I then called and was notified that I must respond to you via email so thats what I am doing.

Review: Attempted several times to cancel a month to month membership agreement via phone and was told at least 4 times a manager would call me back. I have not heard from a manager ever, and moths ago I had visa block any attempt retro fitness made to bill my card. I notified the billing company in writing to cancel Said account, and it seems alnost impossible to resolve any kind of billing issue with this company. I cannot go to the facility, my contract is over 10 years old and this is ridiculous that I cannot close an account over the phone. I will not be providing any form of payment to this company since I have made several attempts to cancel the membership by phone.Desired Settlement: I want the balance to be zero and my account closed.

Business

Response:

As per policy, in order to cancel an account, a document must be provided by the member. We made accommodations by stating to the member that an email could suffice as a cancellation request. We have been trying to make the process as lenient as possible. The member has failed to do his part.Thus, a cancellation could not be processed and eventually it was sent to our third-party, First Credit Services. Unfortunately, now his balance is bigger from the first time he contacted us and was notified of the procedure. This policy has always been enforce from the time we open in 2007, so expectations cannot be made because it would seem unfair for our past and current members. Thank you for your time.

Review: All attempts that I have made to cancel my membership with Retro Fitness have been unsuccessful. Six months after moving to New York in February 2011, I made multiple attempts over multiple dates by phone, postal mail, sending an e-mail via the website, and even contacting the business in person to request a cancellation. I never received any responses via e-mail or postal mail, and was only successful once by phone only to be informed that I would have to appear in-person and sign a document requesting a cancellation, and to check back in about a month to inquire about the result. After appearing as advised in May 2013, I signed a log book, and signed a piece of paper given to me by an employee confirming the cancellation request. After contacting the business in June of 2013, I was informed that they had no record of the cancellation. The only way that I was able to stop Retro Fitness from repeatedly charging my debit card was to cancel it with my bank. Afterwards, I received a collections notice for unpaid fees five months later.I was never informed of the proper procedure needed to cancel an account when it was opened.Desired Settlement: Cancel account as requested and halt/reverse any collection attempts.