Robious Sports & Fitness

Thank you for bring this matter to our attentionOur goal is to always give our customers the best experience they can receive in the fitness industryWe strive to do all that we can to make our members happyI have attached the membership cancellation policy for you to review at the bottom of this emailMs [redacted] stated in her letter that she called in and was told to come in the club to cancel her membershipAs apart of our cancellation policy, it states that we must receive a day written notice to cancel the membershipWhen I spoke to Ms [redacted] , I asked her if she brought a written notice in with her and did she sign our cancellation form confirming that it was cancelledShe said no and stated that someone told her it would be cancelledI asked her who she spoke with and she couldn't remember if it was a male or femaleI then explained to her that the only employees that are authorized to process cancellation request are our membership staff and our business officeWe cannot accept, have not accepted and will never accept verbal cancellations for members looking to cancel because of the policy we have in placeI also explained to her that our front desk staff, as apart of their training are instructed to refer any members looking to cancel their membership or make changes on their account to our membership department or business officeWe are very strict about that because they don't have access to members account informationMs [redacted] also stated that she sent a email stating that she wanted to cancel to the email address attached to the invoiceThe invoice is automatically generated and clearly states that you cannot reply to the emailIt is also not an option for cancellation I offered Ms [redacted] the opportunity to use the MAC for the next months at no charge because I wanted to go above and beyond to settle this since she had not used the clubWe are not obligated to do that based on our membership policiesMost other clubs would never consider giving that amount of time to a member that didn't follow the correct protocol to cancel their membershipMs [redacted] did come in on 6/25/and filled out a cancellation formHer membership was cancelled that dayWe would like to do all that we can to help ms [redacted] We can definitely accommodate her request to meet to discuss this furtherMember’s Right to CancelIf I wish to cancel this membership contract, I understand that I may cancel by delivering written notice to MACThe notice must say that I do not wish to be bound by this contract and must be delivered or mailed before midnight of the third business day after I sign this contractThe cancellation notice must be delivered or mailed to MAC at Center View Drive, Richmond, VA If canceled within three business days, I will be entitled to a refund of all monies paidI may also cancel this contract if MAC ceases business or relocates and fails to provide comparable alternate facilities within five driving miles of the location designated in this contractI may also cancel if I become physically unable to use a substantial portion of MAC’s services for or more consecutive days, and my estate may cancel in the event of my deathI understand that I must prove that I am unable to use a substantial portion of MAC’s services by a doctor's or other qualified health professional’s certificate, and MAC may also require that I submit to a physical examination, within days of the notice of cancellation, by a doctor or other qualified health professional agreeable to me and MACIf I cancel after three business days for any of the reasons outlined in this item 1, MAC may retain or collect a portion of the contract price equal to the proportionate value of the services or use of facilities I have already receivedAny refund due to me shall be paid within days of the effective date of cancellationI may cancel this Agreement with written notice days prior to desired cancel date if I permanently move my principal residence to a location that is greater than miles from the facility I understand that a proof of address will be required at the time of cancellationMAC’s Right to CancelExcept as otherwise set forth herein, MAC reserves the right to cancel my membership at any time by providing me with days written noticeHealth Spa Act NoticeMAC is regulated by the Virginia Department of Agriculture and Consumer Services, Office of Consumer Affairs pursuant to the Virginia Health Spa ActI will attempt to resolve any complaint that I have with MACAcknowledgement of Receipt of MAC House RulesI hereby acknowledge that I have received, read and understand MAC’s House Rules and agree to abide by the House RulesThe House Rules are subject to modification from time to time in the sole discretion of MACI understand that failure of me, my family or my guests to adhere to the House Rules could result in the immediate cancellation of my membershipMembership and StatusThe classification of members, the amount of dues payable by the members, the amount of initiation fees, the suspension and expulsion of members, and all other matters affecting or relating to membership is under the complete control of MACExcept as provided in item above, all fees are non-refundableI understand that I may “freeze” my account for a monthly fee of $and that my remaining membership term will be extended by the number of months that my account is on “freeze” statusAt the conclusion of my membership term, my membership will be automatically converted to a month-to-month membership, at which time I may cancel my membership by giving MAC a day written notice before the end of the calendar month in which I wish to cancelAll membership changes must be in writing; Any membership downgrades will be charged a $feeThe downgraded membership rate will be adjusted to the current month to month rate [redacted] Corporate Wellness / Sales Manager ** [redacted] [redacted] F: 804-562-Center View Drive Richmond, VA [redacted] www.macrichmond.com

Revdex.com,Thank you for bring this matter to our attentionOur goal is to always give our customers the best experience they can receive in the fitness industryWe strive to do all that we can to make our members happyI have attached the membership cancellation policy for you to review at the bottom of this emailMs [redacted] stated in her letter that she called in and was told to come in the club to cancel her membershipAs apart of our cancellation policy, it states that we must receive a day written notice to cancel the membershipWhen I spoke to Ms [redacted] , I asked her if she brought a written notice in with her and did she sign our cancellation form confirming that it was cancelledShe said no and stated that someone told her it would be cancelledI asked her who she spoke with and she couldn't remember if it was a male or femaleI then explained to her that the only employees that are authorized to process cancellation request are our membership staff and our business officeWe cannot accept, have not accepted and will never accept verbal cancellations for members looking to cancel because of the policy we have in placeI also explained to her that our front desk staff, as apart of their training are instructed to refer any members looking to cancel their membership or make changes on their account to our membership department or business officeWe are very strict about that because they don't have access to members account informationMs [redacted] also stated that she sent a email stating that she wanted to cancel to the email address attached to the invoiceThe invoice is automatically generated and clearly states that you cannot reply to the emailIt is also not an option for cancellation I offered Ms [redacted] the opportunity to use the MAC for the next months at no charge because I wanted to go above and beyond to settle this since she had not used the clubWe are not obligated to do that based on our membership policiesMost other clubs would never consider giving that amount of time to a member that didn't follow the correct protocol to cancel their membershipMs [redacted] did come in on 6/25/and filled out a cancellation formHer membership was cancelled that dayWe would like to do all that we can to help ms [redacted] We can definitely accommodate her request to meet to discuss this furtherMember’s Right to CancelIf I wish to cancel this membership contract, I understand that I may cancel by delivering written notice to MACThe notice must say that I do not wish to be bound by this contract and must be delivered or mailed before midnight of the third business day after I sign this contractThe cancellation notice must be delivered or mailed to MAC at Center View Drive, Richmond, VA If canceled within three business days, I will be entitled to a refund of all monies paidI may also cancel this contract if MAC ceases business or relocates and fails to provide comparable alternate facilities within five driving miles of the location designated in this contractI may also cancel if I become physically unable to use a substantial portion of MAC’s services for or more consecutive days, and my estate may cancel in the event of my deathI understand that I must prove that I am unable to use a substantial portion of MAC’s services by a doctor's or other qualified health professional’s certificate, and MAC may also require that I submit to a physical examination, within days of the notice of cancellation, by a doctor or other qualified health professional agreeable to me and MACIf I cancel after three business days for any of the reasons outlined in this item 1, MAC may retain or collect a portion of the contract price equal to the proportionate value of the services or use of facilities I have already receivedAny refund due to me shall be paid within days of the effective date of cancellationI may cancel this Agreement with written notice days prior to desired cancel date if I permanently move my principal residence to a location that is greater than miles from the facility I understand that a proof of address will be required at the time of cancellationMAC’s Right to CancelExcept as otherwise set forth herein, MAC reserves the right to cancel my membership at any time by providing me with days written noticeHealth Spa Act NoticeMAC is regulated by the Virginia Department of Agriculture and Consumer Services, Office of Consumer Affairs pursuant to the Virginia Health Spa ActI will attempt to resolve any complaint that I have with MACAcknowledgement of Receipt of MAC House RulesI hereby acknowledge that I have received, read and understand MAC’s House Rules and agree to abide by the House RulesThe House Rules are subject to modification from time to time in the sole discretion of MACI understand that failure of me, my family or my guests to adhere to the House Rules could result in the immediate cancellation of my membershipMembership and StatusThe classification of members, the amount of dues payable by the members, the amount of initiation fees, the suspension and expulsion of members, and all other matters affecting or relating to membership is under the complete control of MACExcept as provided in item above, all fees are non-refundableI understand that I may “freeze” my account for a monthly fee of $and that my remaining membership term will be extended by the number of months that my account is on “freeze” statusAt the conclusion of my membership term, my membership will be automatically converted to a month-to-month membership, at which time I may cancel my membership by giving MAC a day written notice before the end of the calendar month in which I wish to cancelAll membership changes must be in writing; Any membership downgrades will be charged a $feeThe downgraded membership rate will be adjusted to the current month to month rate [redacted] Corporate Wellness / Sales Manager** [redacted] [redacted] ***F: 804-562-Center View DriveRichmond, VA [redacted] www.macrichmond.com

The customer called to make a correction to the complaint. She stated that the amount she had been charged for was actually 5 months, not 6.

Revdex.com,
34, 34); font-size: 12.8000001907349px; font-family: arial, sans-serif;">
Thank you for bring this matter to our attention. Our goal is to always give our customers the best experience they can receive in the fitness industry. We strive to do all that we can to make our members happy. I have attached the membership cancellation policy for you to review at the bottom of this email. Ms. [redacted] stated in her letter that she called in and was told to come in the club to cancel her membership. As apart of our cancellation policy, it states that we must receive a 30 day written notice to cancel the membership. When I spoke to Ms. [redacted], I asked her if she brought a written notice in with her and did she sign our cancellation form confirming that it was cancelled. She said no and stated that someone told her it would be cancelled. I asked her who she spoke with and she couldn't remember if it was a male or female. I then explained to her that the only employees that are authorized to process cancellation request are our membership staff and our business office. We cannot accept, have not accepted and will never accept verbal cancellations for members looking to cancel because of the policy we have in place. I also explained to her that our front desk staff, as apart of their training are instructed to refer any members looking to cancel their membership or make changes on their account to our membership department or business office. We are very strict about that because they don't have access to members account information. Ms. [redacted] also stated that she sent a email stating that she wanted to cancel to the email address attached to the invoice. The invoice is automatically generated and clearly states that you cannot reply to the email. It is also not an option for cancellation.  I offered Ms. [redacted] the opportunity to use the MAC for the next 6 months at no charge because I wanted to go above and beyond to settle this since she had not used the club. We are not obligated to do that based on our membership policies. Most other clubs would never consider giving that amount of time to a member that didn't follow the correct protocol to cancel their membership. Ms. [redacted] did come in on 6/25/2015 and filled out a cancellation form. Her membership was cancelled that day. We would like to do all that we can to help ms. [redacted]. We can definitely accommodate her request to meet to discuss this further.
1. Member’s Right to Cancel. If I wish to cancel this membership contract, I understand that I may cancel by delivering written notice to MAC. The notice must say that I do not wish to be bound by this contract and must be delivered or mailed before midnight of the third business day after I sign this contract. The cancellation notice must be delivered or mailed to MAC at 10800 Center View Drive, Richmond, VA 23235. If canceled within three business days, I will be entitled to a refund of all monies paid. I may also cancel this contract if MAC ceases business or relocates and fails to provide comparable alternate facilities within five driving miles of the location designated in this contract. I may also cancel if I become physically unable to use a substantial portion of MAC’s services for 30 or more consecutive days, and my estate may cancel in the event of my death. I understand that I must prove that I am unable to use a substantial portion of MAC’s services by a doctor's or other qualified health professional’s certificate, and MAC may also require that I submit to a physical examination, within 30 days of the notice of cancellation, by a doctor or other qualified health professional agreeable to me and MAC. If I cancel after three business days for any of the reasons outlined in this item 1, MAC may retain or collect a portion of the contract price equal to the proportionate value of the services or use of facilities I have already received. Any refund due to me shall be paid within 30 days of the effective date of cancellation. I may cancel this Agreement with written notice 30 days prior to desired cancel date if I permanently move my principal residence to a location that is greater than 25 miles from the facility.  I understand that a proof of address will be required at the time of cancellation.
2. MAC’s Right to Cancel. Except as otherwise set forth herein, MAC reserves the right to cancel my membership at any time by providing me with 30 days written notice.
3. Health Spa Act Notice. MAC is regulated by the Virginia Department of Agriculture and Consumer Services, Office of Consumer Affairs pursuant to the Virginia Health Spa Act. I will attempt to resolve any complaint that I have with MAC.
4. Acknowledgement of Receipt of MAC House Rules. I hereby acknowledge that I have received, read and understand MAC’s House Rules and agree to abide by the House Rules. The House Rules are subject to modification from time to time in the sole discretion of MAC. I understand that failure of me, my family or my guests to adhere to the House Rules could result in the immediate cancellation of my membership.
5. Membership and Status. The classification of members, the amount of dues payable by the members, the amount of initiation fees, the suspension and expulsion of members, and all other matters affecting or relating to membership is under the complete control of MAC. Except as provided in item 1 above, all fees are non-refundable. I understand that I may “freeze” my account for a monthly fee of $25 and that my remaining membership term will be extended by the number of months that my account is on “freeze” status. At the conclusion of my membership term, my membership will be automatically converted to a month-to-month membership, at which time I may cancel my membership by giving MAC a 30 day written notice before the end of the calendar month in which I wish to cancel. All membership changes must be in writing; Any membership downgrades will be charged a $25 fee. The downgraded membership rate will be adjusted to the current month to month rate.
 
[redacted]Corporate Wellness / Sales Manager
** [redacted]
F: 804-562-8573
10800 Center View Drive
Richmond, VA 23235
[redacted]
www.macrichmond.com

Revdex.com,Thank you for bring this matter to our attention. Our goal is to always give our customers the best experience they can receive in the...

fitness industry. We strive to do all that we can to make our members happy. I have attached the membership cancellation policy for you to review at the bottom of this email. Ms. [redacted] stated in her letter that she called in and was told to come in the club to cancel her membership. As apart of our cancellation policy, it states that we must receive a 30 day written notice to cancel the membership. When I spoke to Ms. [redacted], I asked her if she brought a written notice in with her and did she sign our cancellation form confirming that it was cancelled. She said no and stated that someone told her it would be cancelled. I asked her who she spoke with and she couldn't remember if it was a male or female. I then explained to her that the only employees that are authorized to process cancellation request are our membership staff and our business office. We cannot accept, have not accepted and will never accept verbal cancellations for members looking to cancel because of the policy we have in place. I also explained to her that our front desk staff, as apart of their training are instructed to refer any members looking to cancel their membership or make changes on their account to our membership department or business office. We are very strict about that because they don't have access to members account information. Ms. [redacted] also stated that she sent a email stating that she wanted to cancel to the email address attached to the invoice. The invoice is automatically generated and clearly states that you cannot reply to the email. It is also not an option for cancellation.  I offered Ms. [redacted] the opportunity to use the MAC for the next 6 months at no charge because I wanted to go above and beyond to settle this since she had not used the club. We are not obligated to do that based on our membership policies. Most other clubs would never consider giving that amount of time to a member that didn't follow the correct protocol to cancel their membership. Ms. [redacted] did come in on 6/25/2015 and filled out a cancellation form. Her membership was cancelled that day. We would like to do all that we can to help ms. [redacted]. We can definitely accommodate her request to meet to discuss this further.1. Member’s Right to Cancel. If I wish to cancel this membership contract, I understand that I may cancel by delivering written notice to MAC. The notice must say that I do not wish to be bound by this contract and must be delivered or mailed before midnight of the third business day after I sign this contract. The cancellation notice must be delivered or mailed to MAC at 10800 Center View Drive, Richmond, VA 23235. If canceled within three business days, I will be entitled to a refund of all monies paid. I may also cancel this contract if MAC ceases business or relocates and fails to provide comparable alternate facilities within five driving miles of the location designated in this contract. I may also cancel if I become physically unable to use a substantial portion of MAC’s services for 30 or more consecutive days, and my estate may cancel in the event of my death. I understand that I must prove that I am unable to use a substantial portion of MAC’s services by a doctor's or other qualified health professional’s certificate, and MAC may also require that I submit to a physical examination, within 30 days of the notice of cancellation, by a doctor or other qualified health professional agreeable to me and MAC. If I cancel after three business days for any of the reasons outlined in this item 1, MAC may retain or collect a portion of the contract price equal to the proportionate value of the services or use of facilities I have already received. Any refund due to me shall be paid within 30 days of the effective date of cancellation. I may cancel this Agreement with written notice 30 days prior to desired cancel date if I permanently move my principal residence to a location that is greater than 25 miles from the facility.  I understand that a proof of address will be required at the time of cancellation.2. MAC’s Right to Cancel. Except as otherwise set forth herein, MAC reserves the right to cancel my membership at any time by providing me with 30 days written notice.3. Health Spa Act Notice. MAC is regulated by the Virginia Department of Agriculture and Consumer Services, Office of Consumer Affairs pursuant to the Virginia Health Spa Act. I will attempt to resolve any complaint that I have with MAC.4. Acknowledgement of Receipt of MAC House Rules. I hereby acknowledge that I have received, read and understand MAC’s House Rules and agree to abide by the House Rules. The House Rules are subject to modification from time to time in the sole discretion of MAC. I understand that failure of me, my family or my guests to adhere to the House Rules could result in the immediate cancellation of my membership.5. Membership and Status. The classification of members, the amount of dues payable by the members, the amount of initiation fees, the suspension and expulsion of members, and all other matters affecting or relating to membership is under the complete control of MAC. Except as provided in item 1 above, all fees are non-refundable. I understand that I may “freeze” my account for a monthly fee of $25 and that my remaining membership term will be extended by the number of months that my account is on “freeze” status. At the conclusion of my membership term, my membership will be automatically converted to a month-to-month membership, at which time I may cancel my membership by giving MAC a 30 day written notice before the end of the calendar month in which I wish to cancel. All membership changes must be in writing; Any membership downgrades will be charged a $25 fee. The downgraded membership rate will be adjusted to the current month to month rate. [redacted]Corporate Wellness / Sales Manager** [redacted] [redacted]F: 804-562-857310800 Center View DriveRichmond, VA 23235[redacted]www.macrichmond.com

Review: I am being billed for 6 months of gym membership that I had cancelled 6 months ago (and have not used). After being unemployed for 12 months, I called MAC to tell them I was cancelling my membership. They told me to come to the facility to cancel it. I went to the facility to cancel my membership and the staff member told me it would be taken care of. Then the next month I receive an email for late dues to which I replied that I was not continuing with my membership. No other bills after that were sent to me. Then late June I get a call and letter from the collection agency saying that MAC is asking 6 months of membership dues.I speak to the membership director who tells me I should have signed something to cancel my membership which I was not offered that when I went to cancel my membership. They suggest I might be able to use the gym for 6 months but I am unemployed and it's a hardship to pay their dues plus drive 8 miles roundtrip to use the gym, in addition to losing the savings of a plan I have with another facility that I can walk to. I have tried to contact the manager who does not respond to my phones calls, email or certified letter. The front desk will not set an appointment for me with the manager and only offers to leave a message (which as of today I have done twice) or to leave a voicemail-which I have done as well. I would like to resolve this issue ASAP with the managerDesired Settlement: I wish to speak, in person, with the general manager, Patrick [redacted], about this matter. Desired resolution is for the company to honor what their employee said to me-that my membership was cancelled when I was at their facility to cancel my membership in December 2014.

Consumer

Response:

The customer called to make a correction to the complaint. She stated that the amount she had been charged for was actually 5 months, not 6.

Business

Response:

Revdex.com,