Retro Fitness

Review: The following company wants a certified letter to cancel membership after one year. I sent the letter, then they said they did not receive until months later, I had to go show proof of letter receipt. I was told at the front desk when I joined you just needed to give your notice in writing and they would stop billing after the billing cycle.

When you call to get this stopped they tell you, it had to be 60 days notice. I was therefore billed 3 months after letter was sent, and they tell you different then the signing material.

I have heard other people having similar problems, and I hope this is monitor better.

Review: very difficult to cancel service. I called the number provided for [redacted] and spoke to [redacted]. she told me she had to find my cr and took over a half an hour on hold to do so. she told me she would cancel my gym membership, and because I have been with retro fitness for over a year it would be no problem. after another 30 minutes on hold she then told me I had to email [redacted] to close. no problem, I was annoyed but emailed. I even asked the membership number just in case they gave me issues, then wrote a letter signed and dated it attaching it to the email in case they needed by signature. I got an email back stating I needed it sent certified mail. I wasnt told this by the rep on the phone. I requested a supervisor and received the same answer. this was back in july. I demanded they close my account, and when I did not receive a reply back I had the debit revoked by my financial institution.

now they are calling me 5 times a day from an agency trying to get 145.00 from me , for 20 per month plus ' late fees'

Last person I spoke to was :

Customer Care Offline Processor

[redacted] Services, Inc.

Customer Care: ###-###-####

Email: [redacted]

Website: [redacted]

Mailing Address:

[redacted] P.O. Box [redacted] ###-###-####

I dont understand if I was placed on hold for an hour and told I just had to send an email, why they wouldnt accept a signed letter through email?Desired Settlement: Please cancel my membership and waive charges. I have not visisted the facility since June and was asked by the front desk clerk to call to cancel , no letter needed.

Business

Response:

ID [redacted]

Here is a copy of [redacted]'s agreement with Retro Fitness. This clearly states our cancellation policy.

Thank You,

###-###-####

General Manager / Training Manager

Easton, Pa

Review: I signed up with Retro Fitness in August 2012. At the time of signing up for my membership I had stated I only wanted the membership for ONE year, nothing more. They said that was fine, just let them know you don't want to renew your membership once the year ends. When I went to pay, I asked if I could pay for the year in it's entirety and they told me to pay monthly. I am paying for myself and my brother for a total of $40 a month ($20 per monthly membership). August of this year, 2013, came around and I informed them I wanted to make sure my membership will be cancelled. They told me they cannot cancel the account as they don't accept payment and they outsource it to [redacted], and that all I had to do was simply inform them that I wanted to cancel my membership and that I had notified the gym, Retro Fitness about it. When I called [redacted] they told me I needed to send certified mail and it could take time to process. I explained to them that I spoke to representatives at the gym, and it was the gym who informed me that all I needed to do was inform them, NOTHING about certified mail. I wanted my membership to end in August. I think it is asinine for RETRO FITNESS to, against the will or knowledge of the customer, to outsource their finances to a company that ONLY accepts certified mail as a process to cancel the membership. After speaking to [redacted] representatives, they said they will NOT cancel the account without the mail. They said there is no reason for them not accepting my cancellation over the phone because they THINK it exists in my contract with retro fitness. I DO NOT understand how certified mail can validate the claim for cancellation any more than a phone call. They do this to draw out the cancellation process and extract an extra 3 months of dues (2 month notice from the gym, 1 month processing at [redacted]). I will begrudgingly send them a certified letter for cancellation. Retro Fitness and [redacted] are in an unethical collection practice where Retro Fitness misleads you about the cancellation practices of their business and doesn't preemptively notify the customer with sufficient time to avoid these extra drawn out payment process methods which end up costing the customer countless extra months of membership which the customer is obligated to pay.Desired Settlement: As of now, I would like $120 for each extra month of the membership that both my brother and myself have NOT used for the months of SEPT OCT NOV 2013, as well as any further charges they place against me for services I both do not request nor use. I would also greatly appreciate it if this is looked into further as I have found numerous others with very similar issues (many complaints are easily found online as well).

Business

Response:

{Please see attachments.}

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

First off, I have been requesting copies of this contract and they businesses were unable to produce these documents to me. Second off, after having a chance to reread this contract, all of my claims remain valid. The contract says a way to cancel MAYBE the mail in a letter. Even then, the letter is addressed to Retro Fitness, NOT [redacted]! Again, after rereading this contract, there is nothing obligating me to jump through their hoops and NO REASON FOR THEM TO DENY MY CANCELLATION when on numerous accounts, documented by all parties involved, acknowledging my frivolous attempts to cancel these memberships. I would like to be refunded $120 and for these two companies to no longer be able to do this to their customers. There is nothing in the contract giving them the right to deny certain terms of cancellation.

Regards,

Review: My mother started a membership for me last year. One month later I started employment with [redacted] in [redacted] PA. [redacted] offers free membership to their employees. My mother and I went to Retro to withdraw my mothers account and start me one under my employer. After must frustration Retro finally removed my mothers name from the account. A few times last year, Retro took the liberty of withdrawing the monthly fees from my bank account with [redacted] Bank. I was never reimbursed for the inaccurate withdraws however after about 3x with Retro garnishing it from my account they stopped. Just recently my bank has informed me of several overdrafts to which I was not aware. My bank informed me that Retro continues to take money out of my account even after I appeared at the gym and was advised that I was now under my free membership and would not have to pay their monthly fee. When I attempted to call Retro about the situation they referred me to [redacted] at PO Box [redacted] in [redacted] AR [redacted], phone ###-###-####, they provided me with agreement # [redacted] and barcode [redacted]. I was told by [redacted] that it would take awhile and that they would try to resolve the matter. Retro Fitness has 2 accounts opened for me when they should not. I also believe the membership expired last month/beginning of this month, and yet and still they withdraw from my bank this month causing yet another overdraft. I am seeking complete reimbursement from Retro/[redacted], a letter of apology and a letter advising the matter has been resolved, they have discontinued my membership and my name has been completely removed from their systems. This has cause me GREAT hardship as each time they dip into my account it is costing me a large sum of money. Please resolve this matter as quickly as possible. I anticipate your response. Thank you again for all of your help.Desired Settlement: I would like all the money they have taken from my account refunded. I would like all fees my bank charged me refunded to my bank account. I would like a letter stating the matter has been resolved, my name removed from their system and my bank account eliminated from their computer systems.

Review: My daughter [redacted] started a membership with Retro Fitness. We used my bank account info because at the time she did not have an account. [redacted] obtained employment with The [redacted] in [redacted] PA. [redacted]'s employer offers free membership to Retro Fitness. We contacted retro to let them know she now had a free membership and to remove my information, they agreed to do so. In October of this year, Retro took $19.00 from my ([redacted]) bank account. [redacted] and I had to go to Retro, they agreed to remove my name and bank information, they took down [redacted]'s bank information as she now had a bank account, her employer required it. However, they agreed that [redacted]'s membership would be free. The week of December 9, 2013, Retro Fitness took $19.00 from [redacted]'s bank account. [redacted] has an account with [redacted] Bank in [redacted] PA. [redacted]'s bank has charged her for an overdraft she was not expecting. Retro Fitness has given her a very hard time about fixing this problem mainly because she is a young 18 year old & they are taking full advantage of her.Desired Settlement: Our desire is that Retro would remove from their systems that [redacted]'s bank account is to be tapped into each month. That Retro would put into their systems that [redacted]'s gym membership is free. That Retro would be back the $19.00 they took from her account. That Retro Fitness would pay the fee of $35.00 that [redacted]'s bank charged her for the insufficient funds.

Review: I joined retro fitness in Jan 2012 and shortly thereafter was injured and unable to use the gym. I was told I had a one year agreement that could not be cancelled. They continued to debit my credit card for one year. After the one year period they auto renewed me although I never used their facility once. I then cancelled my debit card and they put me into collection.Desired Settlement: I want the account pulled from collection and the balance zeroed out.

Business

Response:

Aug 19 2013

Subject Response to complaint # [redacted]

Attached are copies of our billing company's notes as well as our internal note system. As you can see **. [redacted] joined our Gym on 1/16/12. This was a one year agreement which required a credit card on file for monthly payments. After the one year period it automatically becomes a month to month membership which can be cancelled at anytime providing a 30 day notification is received. His card expired in June of 2012 and numerous attempts were made to contact **. [redacted] to resolve this matter but had no response. Our billing company, [redacted], as well as the Gym itself tries to avoid having members referred to our collection agency. As seen In the note documentation provided. Once the collection agency receives the member as delinquent the Gym as well the billing company does not pursue the matter any longer. Please be advised that at no time did **. [redacted] state or produce any documentation that he was injured. If that were the case we have several options to accommodate such situations, All which are stated in the agreement which **. [redacted] signed. Thank you for your review of this matter,

Review: They are sending me to collections, even though I requested to cancel my account on 7-3-13, 9-17-13, 1-27-14, 2-19-14, and today I stopped in person at one of the locations. I sent emails via their website and have the confirmations they were received. The only response I got from them was that Kirkwood transferred my account to another retrofitness in concord and I would have to contact them which I did with no response back. Now they sent me to collections, even though I called my credit card company and disputed the charges from them.Desired Settlement: just credit my account for what's owed please. Thanks.

Business

Response:

I have received your letter with regards to [redacted] is not my member and has not been since 7.5.12. I do not have any access to his information. He has to contact our Concord location with any concerns regarding his membership. I can tell you that as per our policy in our written agreements the member cannot cancel via email. The member must send a letter to the gym.

Thank you

Consumer

Response:

Review: I cancelled my membership with Retro Fitness in July of 2013. They continued to bill my bank account monthly for the following year, and refuse to stop charging for access that should have been cancelled already.

Business

Response:

I have received your letter with regards to [redacted] . [redacted] signed a 1 year agreement on 1.9.13. He called the club 7.19.13 and said he was moving and would like to cancel his membership .It was explained to [redacted] that he was still within his 1 year term but he may cancel with proof of address at a location where Retro Fitness does not provide service. This was never received by us and his membership continued as per the terms of the agreement. A copy of the agreement and print out of notes from calls received by [redacted] are included. What I can do for [redacted] is set his cancel for 60 days from his last phone call, July 9,2014 instead of having him send a letter.His last payment will be Aug 9, 2014

When you first go into this gym people are nice and friendly until you join then when you sign your contract beware that the contract is for only one year but in fine print it says they will auto renew the contract they did this for two years with out me knowing until I was issued a new credit card at this time they where unable to charge me any more money so they charged me and additional $39.95 to terminate my membership if I did not do this they would continue to charge me and put me in collections and attack my credit. This is a scam of a business and they do not care about the customer only the money If they were customer friendly they would wave any more money knowing that I stopped going to the gym due to moving out of the area and they already took money for a membership I did not use for over two years

Review: I signed up for Retro Fitness in March. They were renovating their Kirkwood highway facility so they had a deal where you could sign up for a low sign up fee and get the first two months free. I spoke to a representative while he entered the information I gave him into a computer. I asked him repeatedly if I would have to pay anything other than the twenty dollars per month membership fee. He said no. I was told that I would have to pay the 20 dollar monthly fee for one year before cancelling my membership and that the first two months would be complimentary. I agreed to these terms. When I was first billed, I was charged $39.99. I thought this was a mistake and I was in no hurry to correct it. The same thing happened the month after so I called retro fitness to see what was happening. Their representative told me that I signed up for the VIP package, as it was mandatory to take advantage of the aforementioned deal. I was explicitly told when I signed up that I would be paying $20 per month for membership. They told me that that wasn't the case. I've been paying them the $39.99 since then. Today I checked my bank balance and noticed $49.99 missing with no information as to where it went. I called my bank and they told me it was for Retro Fitness. I called retro fitness and told them I had a billing complaint. The representative asked me if it was about the $49.99. I said yes and he told me that it was a yearly maintenance fee that was included in my contract. If you'll remember I explicitly asked the representative when I signed up if I would have to pay any fees other than the $20 monthly fee and he said no.Desired Settlement: I would like Retro Fitness to refund the $49.99 maintenance fee, as well as the additional money I have paid monthly for the VIP service I did not sign up for, and to charge me the originally agreed upon $20 monthly fee for the remainder of my contract. After my contract expires I would like Retro Fitness to cancel my membership.

Business

Response:

I have received your letter regarding [redacted]'s membership. When he signed up he agreed to a 1 year VIP member ship. This membership is $39.98 per month. This monthly charge as well as the annual fee of $49.99 on Aug 1st of each year is clearly stated in the agreement he electronically signed at our computer Kiosk. If you look at our website, the online signup form is the same we use in the club.You can see all fees and dues are on all screens. Enclosed is a copy of the agreement for your records

Consumer

Response:

Review: I spoke with [redacted]. today Monday, March 3 regarding canceling my membership through retro fitness. [redacted] was very rude and unhelpful and when I asked to speak with a manager regarding my request, he refused me that right. When I asked him to have a manager call me back he advised it would only be him calling back so it wouldn't change anything, even though he is not a manager. I gave him my number and asked again that he have a manager call me back and he advised Bill was his manager and I would hear back, but I never received a call. This is terrible customer service and no one should allow their employees to treat customers poorly. I want to cancel my membership effective immediately and will never do business with such a rude company again.Desired Settlement: I want my membership cancelled immediately.

Business

Response:

I have received your letter with regards to [redacted]. My assistant Manager [redacted] did speak with [redacted] on 3.3.14. [redacted] wanted to cancel her agreement for membership with us. As stated in our agreements there is a 60 day cancelation period once a letter is received from the member. [redacted] did not want to send a letter and insisted she cancel by phone after [redacted] explained the cancel procedures. Enclosed please find a copy of her agreement and a print out of our system notes taken that morning

I will accept this letter from you as her cancel letter and cancel her agreement 60 days from receipt ( 3.3.14).

Review: I have been reaching out to this company on behalf of my boss. I handle all accounting for his business and we have been recently getting charged for a service that is no longer in contract with the company. I have reached out to the company on multiple occasions to speak with a manager and I have not received a call back. I have contacted the direct location numerous times and have either been referred to another employee or have had to leave multiple voicemails for them to never get returned. I have also contacted the customer service number trying to reach out to the corporate department of the company and there was no place for me to leave a voicemail because their mailboxes were full. I had then tried to get in touch with the receptionist for the corporate division of the company and there has been no answer and I have left a voicemail. My issue has still not been resolved and my account is continuously being charged, I have contacted our bank to see what our options were so that they will no longer charge our card but the only option that we have is to get another card number which would not work for us because our business card is used on the field with our job foreman.Desired Settlement: I would like to receive a phone call from this company so that I can have this issue resolved, I would also like a refund check for the amount that has been charged to the business account since the contract has ended.

Business

Response:

5810 Kirkwood Hwy

Wilmington DE 19808

302-384-7250

To: Revdex.com From: Retro Fitness Kirkwood RE: id# 9927247

I have received your letter regarding Veronica Fernald . In her statement she says she is reaching out on behalf of her boss but never mentions her boss' name. It seems there is an issue with his personal training which is serviced by a different company than Retro Fitness. That Company is EFT Training and can be contacted at EFT Group [redacted] 140, [redacted]. If I had a name I could probably be more helpful.

Consumer

Response:

I couldn't cancel my membership in person because the assoc.on duty was unable to assist me. I relocated for school to Colorado and am charged a fine.In August of 2011, I was looking to conclude my membership with retro fitness. I spoke with a team member about the issue, and he said he was unable to fulfill me request since the manager was not present. He assured me that I'd be able to speak with her over the phone and resolve the issue, since I was to be leaving for school in Colorado within the next day or so. I had called and spoke with representatives from Retro Fitness, and they said I would be charged since I did not filed a written cancellation notice. I am now contacted by collection agencies, several times a day in attempt to collect the fine. Considering the fact that I had to leave town for school, the fitness center should be more sensitive to the fact that I was unable to make several trips across town just to cancel my membership in person. The consumer shouldn't have to suffer because the staff is unable to assist in cancellations.Desired SettlementI would like the collection attempts to cease, and all negative impacts upon my credit to be relieved.Business' Initial Response Although the intial contracted agreement (1year) was NOT fulfilled, I went ahead and removed this account from collections.

I couldn't cancel my membership in person because the assoc.on duty was unable to assist me. I relocated for school to Colorado and am charged a fine.In August of 2011, I was looking to conclude my membership with retro fitness. I spoke with a team member about the issue, and he said he was unable to fulfill me request since the manager was not present. He assured me that I'd be able to speak with her over the phone and resolve the issue, since I was to be leaving for school in Colorado within the next day or so. I had called and spoke with representatives from Retro Fitness, and they said I would be charged since I did not filed a written cancellation notice. I am now contacted by collection agencies, several times a day in attempt to collect the fine. Considering the fact that I had to leave town for school, the fitness center should be more sensitive to the fact that I was unable to make several trips across town just to cancel my membership in person. The consumer shouldn't have to suffer because the staff is unable to assist in cancellations.Desired SettlementI would like the collection attempts to cease, and all negative impacts upon my credit to be relieved.Business' Initial Response Although the intial contracted agreement (1year) was NOT fulfilled, I went ahead and removed this account from collections.