Retro Fitness

In response to Mr [redacted] compliantWe will cancel his account, [redacted] today even though he did not formally come in and cancel or send a letter as requested His previous request was only to freeze his account, not to cancelAs far as a refund, JN account will be closed with past due balanceHis last payment was in AprilThe payments that he disputed $were returned to him by his bankEnclosed please find a history of his payments, his refunds, request to freeze and conversations with JNWe do hope this matter can be resolved as soon as possibleIf there are any further questions please contact me at ###-###-####Regards, [redacted] ***

[redacted] was denied a membership due to another member who has been a member with us already having an order of protection as well as legal police reports against [redacted] Other members as well brought to my attention that he has started trouble in another local gym to which I also reached out to that location and spoke with the manager who confirmed that his membership was cancelled due to harassment of other membersI spoke with him and let him know that unfortunately he cannot be a member with us for these reasons respectfully and professionally

The business has responded Please see below:Member came in requesting to cancel on 7.**at 9:PM and was told by a Front Desk employee that he would need to come back and cancel the account with the club manager who would not be back in until the following dayAt that time he told the employee that he would back in the following day to do soHe was also given the option of sending a certified letter to the billing company requesting the cancellationI received an email n 7.**in regards to the cancellation and did not respond until 7.**when I was back in the office stating this: "*MEMBER'S NAME*, I see that you came in when I was not there to do a cancellationThey also informed you that you can cancel by sending a certified letter to the billing company which is clearly stated in your agreement but we have allowed members to now do so in the facility but it needs to be done with me at the clubYou not wanting to take the time to send the certified letter is your own choiceThe other option I can give you is to send a letter, regular mail, to the location itselfThe address is [redacted] and you may put it to my attentionI hope that this option is better for you and I will contact you the day that I receive it and process the cancellation at that timeI will be back in the office tomorrow from AM- PMI am sorry that you are unhappy but we have a policy that we have to upholdBut sending the letter here may be more convenient for you since you are not in the areaHope this helps!" This gave the member multiple options to cancel the account but he chose not to take these options and believe that an email was enough when he was informed that it was notAgain, we have a policy to uphold and the member was given options of how to cancel and he chose not to do so and there is only so many things we can do to meet the member's needs while still appealing to our policyThe acco unt will only closed if the proper cancellation procedure is followed

Cancled account over phone with there billing agency but they continue to bill and are threaten me with collection agency I have stop using Retro Fitness when my debit card had expired The billing agency still is trying to collect the monthly membership duesI verbilily told them to cancel my membership They have been harassing me and threating me with a collection agency

[redacted] I apologize for the delay in response but I was having problems with the websiteI then called and was notified that I must respond to you via email so thats what I am doing.Our member [redacted] signed a membership agreement that is on file with the state that states in bold printAUTOMATIC RENEWAL PROGRAMProvided that Member is not in default of this and subject to the terms and conditions hereof, the membership will automatically renew for $+ TAXRenewal terms may be cancelled at any time provided a day written notice is sent by certified mail to [redacted] ***It is also understood the club will not increase the monthly rate above $19.99+TAX.these are the notes from the billing companyThe member was notified again of cancellation policy as well as they were responsible for the payments throughout the daysmember never stated that they wanted to cxl accountEvery phone call is recorded.auto renew on 01/16/2015Auto RenewDAYEND04/08/201507:AMLMALEFT MESSAGE ANSWERING MACHINEDIALER04/08/2015***AGENTLESS DAILY DECLINEDDIALER04/08/2015***USER ID : DIALERDIALER04/08/2015***CALL ID : [redacted] DIALER04/10/201504:PMCNXCALLING REGARDING A CANCELLATIONCEC04/10/201504:PMCNXCEC04/10/201504:PMCNXCEC04/10/2015***? YOU MUST SEND IN A DAY WRITTEN NOTICEC04/10/2015***CE TO CANCEL YOUR MEMBERSHIP AGREEMENT.CEC04/10/2015***? THE POSTMARK DATE BEGINS THE DAY PECEC04/10/2015***RIOD? YOU ARE RESPONSIBLE FOR ANY PAYMCEC04/10/2015***ENTS DURING THE DAY PERIODSENT VIACEC04/10/2015***REGULAR OR CERTIFIED MAILCEC04/12/201506:AMLD0Draft Delinquent Letter EML [redacted] DAYEND04/15/201505:PMRLMReceived letter from memberAAH04/15/2015***Receive Date: 041515AAH04/15/2015***Postmark Date: 041515AAH04/15/201505:PMFYIFOR YOUR INFORMATIONAAH04/15/2015***RLM REC DATE - 04132015AAH04/15/2015***RLM PM DATE - 04102015--paymentsInvoiceAmountPaymentAmountBalanceReverse06/06/2015CREDIT CARD PAYMENT-21.390.0006/06/2015Dues21.3921.3905/06/2015CREDIT CARD PAYMENT-21.390.0005/06/2015Dues21.3921.3904/17/2015CREDIT CARD PAYMENT-62.290.0004/15/2015CREDIT CARD DECLINED0.0062.2904/13/2015CREDIT CARD DECLINED0.0062.2904/10/2015CREDIT CARD DECLINED0.0062.2904/08/2015CREDIT CARD DECLINED0.0062.2904/07/2015CREDIT CARD DECLINED0.0062.2904/07/2015Dues - pft ctr ANNUAL42.7962.2904/07/2015Service Charge as04/07/201519.5019.5004/06/2015CREDIT CARD PAYMENT-21.390.0004/06/2015Dues21.3921.39We were following our policy that member was fully aware of as she has been a member since 2-06-

In March the gym offered a fair compromise to [redacted] and allowed her to provide a cancellation request outwith her obligated responsibilities. Subsequently [redacted] charged back one of the... obligated payments that was required in order to cancel. This effectively nullified her commitment to the gym and the cancellation. Her membership is now accruing debt due to this fraudulent activity on her part. We are happy to allow this account go to collections based on her instance that she won't honor her obligations.

10/31/Dear Sir: I am in receipt of the complaint registered by [redacted] ***When she joined our facility in June, [redacted] was offered our pre-opening promotion which included $Enrollment fee and as a bonus for joining before the gym opened, a $restaurant.com gift card free It is our policy to reiterate the terms of the agreement which is a month agreementOur members use our [redacted] to sign the agreement and it REQUIRES that they scroll and agree to the terms before they can sign and the agreement is acceptedit clearly states in the terms that it is in fact a month agreement and that THEY MAY CANCEL the agreement within days of the actual opening of the gym or it remains in effectAdditionally a copy of the new member's agreement is automatically emailed to the email address provided.We opened the facility on July 31, and leading up to the opening, in addition to prominent signage, flags, and banners, we sent postcards to every home, made announcements on our [redacted] page, secured ads on local radio and our billing company, ***, called every memberOur manager through our gym software, also sent an email blast to every member announcing the opening date [redacted] checked into the gym for the first time on August 8, (days after opening)She again checked in on 8/9/15, 9/02/15, and again on 9/14/where we indicated to her that she needed her photo taken for her gym ID to which she cheerfully obligedShe returned to the gym again on 9/21/for a total of visitsIn October, she apparently tried to contact our manager who during this time was hospitalized suddenly, had surgery, and did not return to work for two full weeks[redacted] is stating that she is “not happy” however does not provide any specifics and is not a valid reason to void her agreementI have spoken to my manager who has informed me that he had been in contact with her however she was not pleased when he explained it was a year agreementAdditionally, her claims of code violations are absolutely unfounded and without meritIt is a brand new facility governed by a brand new construction official who held us to every detailThe gym is fully code compliant or it would not have been permitted to openIf it is not a convenient time for [redacted] to utilize the facility, we would be happy to "freeze" her membership for up to months and would waive the chargesAdditionally if [redacted] would be willing to provide us with the specifics of her dissatisfaction, we will do our best to rectify the situation up to and including upgrading her membership to include Group Fitness Classes at no chargeIt is our desire to satisfy our customers and will make every attempt to do so given the opportunity however it is a business and we cannot cancel agreements arbitrarily and without meritVery truly yours,Peter B(Partner)

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

[redacted] 's contract has not been cancelled for a few reasons First, we do not have a copy of the cancellation letter If she can provide us with the receipt stating we received the certified mail, we would be happy to honor the cancellation on that date if her account was current If her account was not current at that time, she would need to pay that past due and then we can cancel Megan S [redacted] , Owner Retro Fitness of East Norriton PA

There were no tricks in Alla signing her agreementShe inquired about personal training rates and after meeting with her for about an hour she decided personal training is something that would benefit herAs far as employees walking in to the office I will say she is correct about thatWe run a very successful training program out of our facility and currently employee ten trainersThere are times where they need to come into the office to grab there personal belongingsAs far as the darkness and cramped factor of my office I do not understand where that is coming fromWe have great lighting through my facility and my office has room for myself and three others at any given timeIt was just myself and Alla in the room at this time so I the room had plenty of spaceNow to address my "expert sales tacticsI am in no means a salesman and have never held a sales position in my lifeI am a fitness director and started off in this industry six years ago as a personal trainerI have help changed 1000's of lives and brought my passion of a healthy lifestyle to many people and that is something I am proud ofWhat Alla is failing to mention is that we would gladly waive the balance she owes and have her continue on achieving the goals she set out to accomplishEssentially we would just pick up where she left off and finish off the remainder of her contractWe offer that to all clients because at the end of the day we would much rather have them be a positive representation of what we offer at Retro Fitness than a negative representationWe only have collection policies in place as a last resort to protect our well being as a business To sum things off our offer is as follows: The client can reinstate her membership and training and continue on the agreement she knowingly entered intoThe client can pay off a direct settlement with the gym and not have her account sent to collections The client can refuse to comply and we will send her account to a collections agency I thoroughly hope the client chooses the first option

Complaint: [redacted] I am rejecting this response because: That is not what happened - they canceled my membership and treated me unfairly, they are lying when they say there were incidents over the years if that was the case why weren't they addressed then ? Samantha L [redacted] is a [redacted] and since she is [redacted] *** she sides with them not the white guys This is truly discrimination on their part Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: notice never received They advertise $falsely without clearly stating that there is an additional yearly fee It's a clear case of bait and switch I'd like a copy of the email sent Overall, poor business practices which I will avoid via cancellation of membership Company is not transparent w/ fees They tell employees to advertise $but fail to verbally relay yearly fee Yes, it's on the contract but they the customer is never verbally told of the yearly fee Overall, clear practice of a company on it's way to demise [redacted]

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before... sending it.] RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Regards, [redacted]

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

I have been a member of this fitness center for years recently I decided to cancel my membership Herein lies the problem It is almost impossible to cancel The girl at the desk took the information, but informed me that they would still have to charge me for months Why? When I joined it was instantaneous, but cancelling is impossible After informing them of my cancelation I went online and read multiple horror stories This fitness chain is holding people hostage in their fitness contractsA federal investigation need to launched because something is wrong

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and the matter has been mostly resolved They still have to send me a signed letter stating that no harm was done to my credit
Sincerely, *** ***

A letter was sent to Retro Fitness via USPS on 5/18/advising them that I did not wish to renew my membership on 6/5/ The membership was renewed anyway, and my credit card was billed I contested the charge, and contacted the club who said they'd look into it I then started receiving phone calls from their billing company I contacted the club again and they acknowledged receipt of the letter and "hadn't gotten around to cancelling" the account yet, but would A week later I am still receiving phone calls from their billing company, and was advised by them that my account is still active
The club management, although acknowledging that they were advised well in advance of the renewal date in writing that I did not wish to renew for another year, is doing absolutely nothing to rectify this situation

they wanted a certified letter to cancel memebership and I sent it jan and they still are trying to bill methey said the have a month cancelation policy and was not notified They said just send in the letter and membership will be canceled

The member has stated that there is proof that she inquired regarding the cancellation but still has not been able to show the proof that she sent the letter to cancel via certified mailIf ABC Financial had received the letter they would have scanned it into their system with the receipt number but again I have nothing showing it was doneThis is the reasoning why we require it to be done certified mail to avoid situations like thisThere is documentation from ABC stating that she did inquire how to do it but again no proof stating that it was done certifiedThere has been no lack of help on our part as she was informed of the proper procedures
I cannot remove the account out of collections when I have no proof to help back her claim of cancellation upRetro Fitness did what they could on their part to help *** out

We go through many different measures in order to communicate to all of our members abut their individual annual maintenance fees Our agreement is an approved state of NJ agreement and we do invest this money back into the gym For example, in the past we have purchased spin bikes,
workout bars, training balls, kettle bells, two stair masters, training bands, etcwith this money which costs thousands of dollars All of our members are also communicated to in multiple ways about the annual maintenance fees of which they are:1) Informed of it verbally at the time of sign up2) It is in bold red letters when they are signing up in all of our agreements3) There is a large side icon that pops up during the entire sign up time period4) We also blast email our member base informing them of the maintenance dues