Retro Fitness

This issue regarding *** *** gym membership with *** *** Jersey city has been resolvedThe member does not have a balance and his membership has been terminated as of 10/29/There will be no future amount owed

I received the complaint for *** ***, ID number ***. For some reason it went to our corporate office instead of our office in Bay Shore, NY. I called your office today to discuss it and was told your were not in until tomorrow. I will be faxing all records for this
member to your office today, including her member agreement, billing records and notes from *** (our billing company) documenting the many attempts to contact *** *** I wish to submit the following in response to her complaint.Member number ***, *** ***, states that she tried to cancel her membership in February over the phone and again in person shortly after that. According to her, she was told there was a day cancellation policy. Our cancellation policy is that the member has to send a certified letter or complete a Member Change Form at the gym. We have no record of either. When a member sends a certified letter or completes a form at the gym, we scan it into our system under the member's file. There are no forms scanned into her file. In addition, our cancellation policy is day notice not a day notice. All of our staff is fully aware of our cancellation policies.Another issue is that *** *** states that she was never notified by our facility about the overdue charges or that her account was still being billed and was overdue. *** our billing company, sent her notices via email on 5/30/2015, 6/06/2015, 6/25/2015, 7/15/2015, and 8/04/regarding the delinquent charges. They also left numerous messages on her mobile voicemail as well as her home number. All of this is documented and will be faxed to your office today

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Retro Response: As to the allegations contained in the initial and subsequent responses, we respectfully refer to the documents submitted by the complainant as the best evidence and most accurate version of its contents and deny the allegations to the extent that they are inconsistent with those documents
MP Response: The documents attached are not inconsistent with actual facts.I question if documents were actually reviewed by gym.-The fact is that I had knee surgery and gym was in formed in July and froze my account as proven in documents.-The fact is that I was still charged for PT Training even though my account was frozenMy document from the Retro Fitness website that shows I was charged proves thatAlso that fact that I have not been in the gym since July ***.-The fact is that I gave days notice to cancel my account to ABC Financial and was granted the cancellationMy documents shows that-Fact that Retro Fitness did not honor cancellation and forced me to obtain new doctors note & still will not refund my money after cancellation of my accountMy doctors note proves that fact
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** *** ***

My name is *** *** and I just wanted to inform you that we did take care of ID We took care of Susan Rivera but clearing her past dues from past and cancelled her accountWe also gave her a call and made sure she was aware we took care of this for her and also for her daughter
Jillian RosarioWe left the conversation on great terms and she was very happy and thankful we called her.I hope that this helps and we no longer will receive letters regarding this client!Thank you and I hope you have a great holiday season!*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The allegations are that the gym is misinforming customers in order to trap them into a contract, which no none of the staff knows the terms and conditions forYou keep referring to the contract but you guys aren't even adhering to it as your staff didn't act accordingly and cancel the contract before it auto-renewed for a second timeYet your staff says there is no auto-renewal, so why was I charged again in the first place? Please get your story straightThe contract isnt supposed to auto-renew if I explicitly request it to be cancelledI called to cancel after the first time you guys auto renewed because I didnt realize you "changed" the contract because the trainer who signed me up (and was subsequently fired) told me it was the same contract when I asked him explicitlySimilarly, when my fiance called yesterday and your personal training manager told him there was no auto-renew policy in the contract or an expiration date attached to the sessions(THIS IS YOUR MANAGER THAT IS STATING THIS!!!!)
So while you have a point, in that I should have read the contract when I re-signed, your organization is 100% in the wrong because they auto-renewed my contract for a second time after I explicitly asked them to stop because I couldn't afford to be charged anymoreThey told me it was taken care of, but yet next month I was charged againYour staff giving the wrong information out to your clientele and perhaps they didn't know how to cancel the auto-renew because they aren't aware of itIf your PT Manager has no clue about it, why would anyone else working the desk know? This makes me think you want this discrepancy because they would better sell training contracts believing the misinformation they were given so you could trap countless people by misleading them into a contract that refuses to be cancelledThese are issues that you are avoiding in each correspondence.
So please when you next send me a response let me know:
A) Why your staff doesn't cancel personal training sessions when the contract is up, upon client request, only that you can auto-renew the contract and continue to bill them fraudulently? (apparently this is okay with you guys)
B) Why you do not educate your staff on changes the management is making to the contract? (We both know its in order to trap more clients into personal training sessions by conveying misinformation about the conditions of the sessions, which expire whenever you feel like it.)---They first auto-renewed in August, so you had months to acclimate your staff to changes in the contract, yet they are still misinformed.
You are trying to tell me I am at fault and responsible because I didn't read your contract, yet your staff that are selling these packages are lying to the members of the gym because they have no idea what in the contract; this is YOUR faultThe fact that they were inept and didn't cancel the contract when I requested it after the first auto-renewal is YOUR faultI expect to be compensated for my troubles and I don't want reparations that are tied to your gym because you cannot be trusted.
You cant even form a cogent argument when you aren't addressing any of the wrongdoings on your end, which I have clearly outlinedNot only that, but not a single time in our correspondence back and forth did you once offer me an apology for the way I have been treated by your organizationRegardless of who's right and who's wrong, your first response as a business owner should have been conciliatoryThe fact that you continue to patronize me, only speaks to your character as person and also illustrates your bullying business tactics.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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 incidentA 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 rules.It should also be noted that the service we offer is considered supervised childcare, not daycare.Management 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 declined.We 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 over.Thank 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 member.Should 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

In May I relocate from New York to FloridaIn the process, I spotted transactions on my debit card that were not mine and I cancelled the cardBecause of this, I received a phone call from the gym I belonged to in New York, Retro Fitness, stating that they needed paymentOh crap, I realized, I forgot to advise the gym that I had movedIt slipped my mind as so much was going on with movingI was driving back and forth from Floria to New York, and back againIt was a nightmare, to say the leastI called Retro in July and explained what happenedThe man I spoke with was very, very polite and helpfulHe said that he totally understood how stressful moving could be and if I emailed him proof of my changed address, he would take care of the open balance on my account from the date on my paperworkI received another phone call about a late payment and realized I had not emailed him the paperworkI called again very apologetically and asked if I could have the email address and I wo

[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 ***, and find that this resolution is satisfactory to me
Regards,

I would like to respond to the complaint *** *** ID# *** had submitted on 4/7/I understand *** stated she had given me her doctor's note to freeze her account, but I never received
itWhen I received her doctor's note by fax, I took care of it right away, refunded the payment that was taken from her back in January, and called her to confirm I had resolved the problemI also explained if she needed an extension, we will need an updated doctor's noteOn 2/19/2015, I received an updated doctor's note to extend her freezeThe note covered her for the month of March and AprilOn 4/7/2015, *** came to the gym to try and workoutDue to the fact her account was on freeze because of her knee surgery, I kindly explained that in order for her to return we will need a doctor's note stating she can return back to the gymShe stated she had returned weeks before, but when I checked her check in history, her last check in was on 1/21/I did not give her any sort of attitudeI was very patient with her and explained our policyI offered our fax number again so her doctor can send us the note, but she began to raise her voice and refused to accept the numberThe very next day, I received the doctor's note stating she can returnI reinstated her membership right away and gave *** a call to confirm I had received the note and she is ok to returnI also apologized for the inconvenience and explained how I was just doing my jobSince then, every time I see *** I am always greeting herI never gave her an attitude and created a scene when the situation occurredIf you have any additional questions or concerns, please feel free to give me a call at ***Thank you and have a great dayI would like to respond to the complaint *** *** ID# *** had submitted on 4/7/I understand *** stated she had given me her doctor's note to freeze her account, but I never received itWhen I received her doctor's note by fax, I took care of it right away, refunded the payment that was taken from her back in January, and called her to confirm I had resolved the problemI also explained if she needed an extension, we will need an updated doctor's noteOn 2/19/2015, I received an updated doctor's note to extend her freezeThe note covered her for the month of March and AprilOn 4/7/2015, *** came to the gym to try and workoutDue to the fact her account was on freeze because of her knee surgery, I kindly explained that in order for her to return we will need a doctor's note stating she can return back to the gymShe stated she had returned weeks before, but when I checked her check in history, her last check in was on 1/21/I did not give her any sort of attitudeI was very patient with her and explained our policyI offered our fax number again so her doctor can send us the note, but she began to raise her voice and refused to accept the numberThe very next day, I received the doctor's note stating she can returnI reinstated her membership right away and gave *** a call to confirm I had received the note and she is ok to returnI also apologized for the inconvenience and explained how I was just doing my jobSince then, every time I see *** I am always greeting herI never gave her an attitude and created a scene when the situation occurredIf you have any additional questions or concerns, please feel free to give me a call at ***Thank you and have a great daySincerely,
Jessica
Retro Fitness Manager

The business has responded Please see below:In regards to this complaint, we have handled and completed a cancellation on the accountJust because the service was not used does not mean the account gets closedThe proper cancellation procedure needs to be followed and was followed when the member took the proper steps to do soStated in your agreement, you must send a certified letter to the billing companyWe now allow a letter to be sent to the club OR you may come in and cancel with the CLUB MANAGER ONLYWhen the member filing this complaint came in for the first time, he stated he would come back when the manager was there and did not come in as he said he would but instead emailed the managerHe was given the other options of how to cancel but again did not feel he needed to follow this procedureAn email and phone call are not acceptable to cancel and he was well informed of this AND informed of the club manager's (my) hoursWhen he did finally come in and meet with m e, I then removed any additional late and service fees he was suppose to be billed as a courtesy AND dropped his cancellation notice down from a day notice to a day notice, again as a courtesyThe staff and myself have been more than accommodating to help this member with his cancellation, while still following the cancellation policyAll emails, notes left on his account, and agreement terms can adhere to this as wellThe account is currently pending cancel and there is nothing more that can be done to help with this as we have done as much as we can at this point to help and service himHope that this experience has not ruined this member's opinion of joining gyms in the future but rather teach him to read his agreements more clearly, specifically cancellation terms as we are not the only gym who follows such procedures

[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 spoken to Vinny at Retro Fitness and submitted a certified letter to cancel all of the accounts at his request He further assured me that he would contact the collection company to inform them of my zero balanceIn conclusion, I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint id# ***, and have determined that my complaint has not been resolved because:
[your answer here]
my card was charged for oct** for the amount of as well as september for the same amouti notified the gym of my accident via phone august **, after I noticed the august charge in which they informed me I needed a doctor note but will put a stop on the billing as I was unable to walk it was difficult to get back a forth to a doctor officei supplied them with the note on 9/** after my appointmentthe payment from september ** and oct** should suffice for the day termination
in order for the revdex.com to appropriately process your response, you must answer the question above
sincerely,

*** *** stated she called the club and cxled her membershipWe do not take cancellations over the phone EVER just for this reasonOn our membership agreement is specifically states all cxl requests must be sent certified mail to our billing companyThis is copied and pasted from our
emailed membership agreement: Provided that Member is not in default of this agreement and subject to the terms and conditions hereof, the membership will automatically renew for $+ TAXRenewal terms may be cancelled at any time provided a 60-day written notice is sent to by certified mail to *** *** Services, IncIt is also understood that the club will not increase the monthly rate above $+ TAXOn 10-10-at 6:pm member updated billing and again 12/11/@3:c.s.tThe members entire story unfortunately is untrueIf you need a copy of the membership agreement stating the cxl procedures I will send you a copy at your requestOn her acct there is no note of any phone callDoes she have the name of the empolyee she supposedly spoke to? and if she had cxled in May? why did she allow the billing to continue for such a long time when it should have been only days more? Thank you for your time and consideration

I received an unforeseen charge on my credit card for slightly more than 42 dollars, this was charged on top of my regular monthly fee of 21 dollars. I called them to ask why this was charged, they told me that it was my annual fee and that they sent an email explaining, I never received said email. They then told me to call abc financial to cancel my account, I asked them if they would refund my money and they said no, I still wanted to cancel my account but when I called that number a machine answered and there were no options for cancellation. The machine said that the business hours on a Tuesday were 7 am to 9 pm, I called at 7:30 am and was answered by a machine. The fact that I've been lied to, money's been taken from my account without notice or authorization, and that I've called and been subject to rude and misinforming customer service goes to show just how terrible this gym's business practices truly are.

In response to Ms***'s complaint please find following the details requested.*** *** 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*** was provided airline tickets, her insurance policy and a pre paid hotel voucher for her hotel accommodations prior to her departure.When Ms*** arrived at the hotel they advised her that her *** *** was declined Ms*** was rightly confused as she did not use an *** *** to pay for her trip As it turns out it was the tour operators *** that was declined for some reason Unfortunately since this was a long weekend Ms*** 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*** 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*** on Sept 26th to advised that her credit card had not been refunded as of yet I had email and phone contact with Ms*** 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*** 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*** so she has a copy.We advised Ms*** 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*** 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

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

April 25, 2017Dear Revdex.com,In response to complaint ID [redacted], we at Retro Fitness of Levittown set customer service at the highest of priorities. We take each request for cancellation on a case by case basis while adhering to thestrict standards set forth by Retro Fitness...

Corporate.Upon investigation, the front desk was contacted by the member to cancel her membership. The member's reasoning for canceling her membership was due to her child being mistreated at day care not associated with Retro Fitness. The member was informed of our cancellation policy and procedures and given the option to freeze the account if need be. Apparently when the member did not like the provided choices they requested Retro Fitness Corporate contact information, which we provided for her.In the complaint letter to the Revdex.com, member stated the need to cancel due to an unforeseen emergency that arose with her child and caring for the child was top priority. Additional letters were also attached with the original complaint stating that member needs to care for the child with special needs. Any member who chooses a membership including child sitting is required to fill out a questionnaire based on the needs of the child. In this document, the member is specifically asked if the child "requires any special needs?" The member's answer to this question was "no."Retro Fitness of Levittown's management team was never contacted by the member regarding this situation. We do understand situations and emergencies arise. As the member has presented multiple escalating reasons for cancellation in the verbal and written complaints, Retro Fitness cannot make a determination as to the real reason for cancellation.Regards,Retro Fitness of Levittown

The following member emailed corporate by using the member experience page on the corporate site. As told on the site, that is not a cancellation...

form. It was restated to the member when our Member Experience Specialist [redacted] responded. Each Retro Fitness location handles the cancellations. We decided to cancel his membership as of May 19th, 2016. We do apologize for any inconvenience. 
 
 
Emailed member the following: 
 
Hello [redacted], 
I was just notified about the issue you have with canceling your membership. You actually email the Retro Fitness Corporate site using the member experience page. Corporate does not handle any cancellation as was stated by [redacted]. Which is why he took a while to response, I apologize. We handle our own cancellation. As of today, I have cancelled your membership, if you have any further questions please feel free to contact us. Thank you. 
Resolution: We cancelled the membership today 5/19/2016
[redacted] 
Manager 
Retro Fitness North Arlington

[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 members. I spoke with him and let him know that unfortunately he cannot be a member with us for these reasons respectfully and professionally.

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