Source Fitness

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
My husband called at the end of July/beginning of August to cancel as soon as we were aware of a relocationWe were not in limbo of where we would be, we were calling to cancel--as *** instructed us to do. The girl on the phone told him it would be "taken care of."When I initially called in October, I reached the voicemail where I left a message and followed its directions to leave a *** message, which I did (pictures attached)I never received a message back from their *** page or by phone.I called to follow upThe girl at the counter said there was a note in our file that said *** OK'd a cancellation mid-membership if we movedThe girl pulled it up immediately in October, so it is not "heresay." She said she would have the manager call me backWhich was never returned.When I finally reached the manager (after multiple attempts on MY part), he was claiming it was "he said/she said" and claimed *** longer works there and that he did not work there in July, so he was not responsible for what was said by ***He also claims I called to cancel in October, but I was in fact calling to FOLLOW UP on the late July/early August cancellation (which we were told was taken care of that day)IF there is a day cancellation clause that he claims there is, then I should not have been charged in September or October--so that is $that should be returnedThe manager told me I should have stopped in to check on the cancellation, but we live hours away and had a baby via c-section on August 18th--we couldn't just "stop in" and should not have had to considering we were told it was taken care of.I also have a call into the Owner of the gym, but am still awaiting a response from him
Regards,
*** ***

The customer claimed to have made some sort of arrangement with the previous manager in August in regards to her moving out of the area. I received a call from this customer in October wanting to cancel her membership.We do have a policy at our gym that you must cancel within thirty...

days of your payment date, or you will be charged again for the following month before we can cancel your membership  I had no problem cancelling her membership, even though she should have been charged for the month of November, but this customer also wanted to be refunded for July, August, September, and October. I told her I could only go by the notes left in her account by the previous manager. I simply just could not go by her "word". If I went by peoples word, then we wouldn't have our members sign contracts. I told her that there was a note in her account saying she might be moving, but there was nothing saying when she might be moving, or that she should not be charged until she figured out where she would be living. If this customer did not want to be charged while she figured out her living situation, she could have called and frozen her account until she had her living situation figured out.