Retro Fitness

Revdex.com: At this time, I have not been contacted by Retro Fitness regarding complaint ID [redacted] Sincerely, [redacted] I have not not heard from Retro fitness but the company that handles the collection of the membership dues continues to call me asking me for moneyI have a hold on my credit card so that the membership dues is not paid to themThe company that collected the payments is ABC Financial

All of our members both personal training and gym are billed according to their individual agreements There are multiple trainers that we have on staff and it seems as though the member had an issue with this trainer We would like to help each member out if there is a conflict if possible and get them better suited to get their individual goals however, when they do sign a contract they are responsible for payment of the contract If they can let us know what days were missed and the trainer they were referring to that wold help greatly with their inquiry

This is in response to [redacted] responseI apologize for the inconvenience but her account for frozen for max amount of time listed on agreement

Revdex.com: 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 feeWhen 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 duesIn 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 creditSo I was basicaly bullied into paying themOf course there is no evidence of my earlier correspondence because they "Lost" the earlier cancellation letterWhic seems to be a common practice seeing that many people I know throughout different areas are ironically having the same or had the same issuesTo me that is a scam and incredibly fraudulentI can not believe there has not been an investigation of the practices of this companyAt 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, [redacted]

I received a letter from the Revdex.com from a member stating that she did not sign a contract with Retro Fitness, when she did when she signed upPer our cancellation policy, in order to cancel for a move it is a day notice (more months of payments, from the payment date) plus miles out side of any Retro Fitness in the countryShe is claiming that she never signed the agreement which I have here on file and can send to you as an attachment via email for proof that she was in a year agreement with the terms and the conditions in the contractWhat is the e mail address that I can reach you at in order to send the agreement too you? Thanks Mike K [redacted] Retro Fitness of Manville General Manager

Hello, The following member signed up for a year commitment and only completed monthsAfter several attempts from our billing company to reach out to the member with no response, the account was sent to collections after three monthsPlease have the member contact the club at ###-###-#### and ask to speak to Lisa so we can resolve this issue immediatelyWe look forward in correcting this situation

Please accept this letter as a response to said complaint filed against Retro Fitness on Wednesday, May **,by [redacted] ***On [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 FitnessAs our customer stated at the time of her visit our facility was being builtShortly thereafter our location opened for business on 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 $enrollment and $processing totaling to $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 month installment contract at the price of $per month and carries a $annual fee as stated in her contractRetro Fitness maintains that at no point did our representative state or even allude to there being a $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 [redacted] visited our location and was greeted by our club's [redacted] [redacted] expressed her wishes to cancel her account, I was informed shortly thereafterWithin a few minutes I proceeded to greet [redacted] by our front desk [redacted] let me know that she was looking to cancel her accountI 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 cancelShe declined and began telling me that she needed the account cancelled immediatelyI explained to her our club's policy requires a medical notice or proof of relocation miles or more from any Retro Fitness facility or that she may pay off her remaining balance of around $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 residencePlease note that at absolutely no point have I ever mentioned a $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 staffI politely asked her repeatedly to calm down and to come speak with me in the officeEach time she refused and insisted on causing a sceneAfter numerous attempts at deescalating the situation I finally requested she leave the premisesOnly after I let her know I would call the police did she oblige and left our facilityDuring [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 agreementGiven 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 agreementRespectfully Yours, [redacted]

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

Neither Retro Fitness nor any of its employees have done anything wrong regarding the membership for [redacted] The billing was updated from home by [redacted] or [redacted] and no staff members handled this account [redacted] felt "inconvenienced' by having to contact [redacted] directly after he was informed his request to remove billing was unable to be processed on a club level.In reference to my supposed comments to [redacted] about [redacted] , absolutely nothing negative was saidEverything that has been included in these letters back and forth is directly taken off our computers based on the interaction between Staff and member at that exact time.There are no faults to admit toEverything is documented in our system and this situation cannot be more clear based on the letters back and forth.Gregg C GM

Dear Sir,I have reviewed [redacted] ***'s account and complaint and respond as follows: [redacted] operates independently of Retro Fitness and is the Personal training company contracted to administer the personal training program in the gym and the contracts are independent from the gym contractsI have spoken with the management at [redacted] on behalf of [redacted] in an effort to rectify her situation and have learned the following: [redacted] has graciously cancelled [redacted] ***'s Personal Training Contract at her request effective October They cancelled the agreement despite the fact that [redacted] signed a year agreement which had approximately months remainingAdditionally, the contracts are not "trainer specific" since we have limited control over trainers leaving our employThey also waived the 15% penalty for ending a contract earlyThe current PT Manager also informed me that [redacted] has Training sessions available and would be happy to assist her in the utilization of the same despite the fact that they cancelled he contract at her request [redacted] has approximately qualified trainers on staff and the staff is comprised of "men" and "women" trainers and given the diversification of the staff, we are confident that We could place [redacted] with a trainer to her liking for the sessions remaining [redacted] has gone above and beyond to satisfy the client including cancelling a binding agreement and making available remaining sessions.The agreement with the gym is a month agreementShe currently has a VIP Membership which affords her unlimited Group Fitness Classes, Spin, Child Sitting and TanningHer membership also allows her use of any retro Fitness location in the countryHer agreement ends in September of with her last payment being August If it is not a convenient time to utilize her membership, she may activate the "freeze" feature of her agreement which would "Freeze" her agreement for up to month's however extend the agreement by the same amount of timeWhen a member "freezes' their agreement, they are billed a flat $fee per month in lieu of regular dues however cannot use the gym during that time.Very truly yoursPete B., managing member

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have spoken with the business I believe the problem has been resolved Sincerely, [redacted]

From: sans-serif;"> [email protected] [mailto:[email protected]] Sent: Monday, March 16, 12:PMTo: [email protected]: Website: Complaint Response Business Response to a Complaint Complaint ID#: [redacted] Company Name: Retro Fitness Company Contact: Vinny Company Phone: [redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: [redacted] Response: These account are now cancelled and nothing further is due from membersThey will be mailing certified letter to us to cancel all accounts

Revdex.com: At this time, I have not been contacted by Retro Fitness regarding complaint ID [redacted] Terrible way to construct business, I am not the only one to complain about this issue and this business establishmentManagement needs to be contacted and further investigations into the fraud of their customers should be addressFor management not to respond to me or even the Revdex.com - something is seriously wrong and should be addressed Sincerely, [redacted]

June 8, 2015To Whom It May Concern: We are writing in response to the letter we received regarding the complaint of one of our membersWe have several discrepancies about the statement the member provided you regarding the incident A child did fall and break their arm in our facilityThere were no bones protruding from the armWhile it was an upsetting situation, our staff handled it wellThe staff did in fact know whom the child belonged to, and quickly found the parent in our buildingAn ambulance was dispatched and the boy was treated.While we understand the incident was likely scary for the other children who witnessed it in the childcare, the service of supervised child care that we offer is not a requirement of membership; it is an option that is provided in our basic membership that includes tanning, classes and supervised childcareMembers are not required to utilize any of our services, and it is stated in the agreement that they sign upon joining our gym that they are under agreement for the full period without documentation of a move, medical condition, or military relocationThat being said, when a member wishes to cancel if they do not have documentation of the situations mentioned we could not terminate their membership without their account being paid in full.Following the incident Retro Fitness of Woodbridge has made as many adjustments as possible to accommodate our members, including adding additional staff in the supervised child care area, removing objects children could climb on, and put rules in place that permit the staff to call the parents if their children are not following the rulesIt should also be noted that the service we offer is considered supervised childcare, not daycareManagement did speak with the member who addressed the complaint with you, and informed them of the changes we made as well as offered to meet with them personally to further address any issues and the member declinedWe do strive to maintain an environment where all of our members are comfortable and safeThe member that contacted you is under agreement with us until February 17, 2016, and based on the agreement that she signed and also has a copy of, we are unable to refund the months she requested, nor are we able to convert her account to month-to-month as she did not sign up for that membership type and it can only be adjusted after her agreement period is overThank you for allowing us to provide a response to the complaintUnfortunately, at this time we have done all that we can to address the issue with the memberShould you have any questions or further concerns please do not hesitate to contact management at ###-###-#### or via email at [email protected],Management Retro Fitness of Woodbridge

Revdex.com: 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 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 ***, 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 situationI 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 ***, 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, minutes of exercises were done during this 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, [redacted] ***

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

In response to Ms***'s complaint please find following the details requested[redacted] purchased airfare, insurance and hotel accommodations through our agent Colleen on Aug 14, 2017.As a Travel Agency we act as an agent for travel products that clients want to purchase We do not charge the clients credit card directly for those services we facilitate the booking and provide their card to the actual supplier of the service on their behalf As it stated on the provided terms and conditions of the invoice attached.Ms [redacted] was provided airline tickets, her insurance policy and a pre paid hotel voucher for her hotel accommodations prior to her departure.When Ms [redacted] arrived at the hotel they advised her that her [redacted] was declined Ms [redacted] was rightly confused as she did not use an [redacted] to pay for her trip As it turns out it was the tour operators [redacted] that was declined for some reason Unfortunately since this was a long weekend Ms [redacted] was unable to contact our office so we could try to rectify the situation before she checked out It does state on the voucher if there is any issue with the accommodations to call their emergency number There was an emergency contact information on Ms***s voucher to call the tour operator if there was any issues They would have been able to rectify the situation prior to check out and avoid the extra charges on Ms***'s credit card Please see attached voucherUpon her return Ms [redacted] came into our office where she spoke to Colleen and advised her what happened Since we did not physically charge the client we advised that we would contact the hotel service provider on her behalf and find out what happened between them and the hotel to get the extra charge refunded This is standard procedure to go directly to the provider so they can rectify the situation Had we charged Ms***’s card directly we would have processed the refund of our charge and dealt with the supplier directly.This process does take them time to research and resolve We were advised by the tour operator on Sept 13th, that the hotel would be refunding Ms***'s card the USD that it had charged her on check out and would take to business days to process Please see attached email from the tour operator confirming this We heard from Ms [redacted] on Sept 26th to advised that her credit card had not been refunded as of yet I had email and phone contact with Ms [redacted] on the 26th to apologize for her inconvenience and disappointment and that the tour operator was advised by the hotel that they have refunded I advised Ms [redacted] we would follow up with both the tour operator and hotel to see why the credit has not gone through After several unsuccessful calls with hotel staff and the hotel’ General Manager to find out exactly when the processed the credit and get a copy of the credit transaction for Ms***It was discovered the hotel had not credited the card as promised I finally received confirmation from the hotel on Friday Sept 29th that they issued the credit on Sept 27th as per attached refund confirmation from them I forwarded this confirmation of refund to Ms [redacted] so she has a copy.We advised Ms [redacted] that we would ensure she is compensated should there be any interest she incurred or difference in exchange between the charge and credit.However, since she had decline some of the charges on the Revdex.com’s advise we will have to wait to get that sorted out before we can determine any interest amounts.We sincerely apologize for any distress and inconvenience this has caused Ms [redacted] As you can see from the emails provided we have been working with the tour operator to get Ms***'s credit card refunded and had fully expected it to be refunded by as per the below confirmation.Should you have any questions please do not hesitate to contact me.Thank you

Member provided medical note/information for a medical cancel on According to Retro Fitness Agreement cancellations are a day processMember was informed that invoices for and would still be owed for cancellation to be finalizedMember never paid these invoices Member received copy of her agreement to email address [redacted] on at 9:19pm when she joined the gym and entered her agreementAfter days of not paying the stated owed invoices member automatically is sent into collections statusMember cancellation will be complete when she comes into club and pays $which is total of stated invoices and as member was informed

"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 belowRenewal terms may be cancelled at any time provided a 60-day written notice is delivered to the club's addressIt is also understood that the club will not increase the monthly rate above the specified amount below." The above is part of the signed agreement that all members are told verbally upon signing and electronically the moment they sign the agreementIt is clear and concise instructions for the procedures required to cancel the Auto-Renewal or an agreement in fullThere is also a very clear reason why we do not do anything over the telephone as we are proud of the notation system we have in place to ensure that adequate evidence is both provided and used correctly for the benefit of members and staff alike [redacted] 's first noted contact with the club was in Oct, there were no notes to suggest she had contacted the facility previously and if she had she would of been instructed of the correct procedures at that timeWith this in mind we will not be refunding any monies based on her obligations to the club and the agreement she signed on joiningA copy of the signed agreement can be provided if required

RevDex.com: 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 BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted]