Sport and Health woodbridge

Review: I went to the Sports and Health Gym to possible be a member. The representative walked me through and everything was good. We sat down and he explained a discount for first walk in memberships. It waives fees for committing to the gym your first time walking in. I told him I was interested but I will not be committing to a gym today, I wanted to shop around. The representative said that he will help me out by getting all my information and hold a card on file for me so if I commit later, I could still get the discount. I was very persistent on the fact that I didn't want to get charged for anything, I wanted to shop around. I didn't sign anything, I didn't discuss the services I would like, nothing. That night I got charged $108.99. I called the next day, they admitted that the screwed up and I will get refunded. A few days pass and no managers could ever come to the phone. So I went to the location and no manager could come to talk to me because they were all in a meeting. I spoke to Corporate and [redacted] said the GM will call me by the end of the day. No call and still no refund so I report it to my bank that they charged me without authorization. The bank gave me a temporary refund but also could never get a hold of managers. My temporary refund expired, and the bank got a hold of [redacted], the Corporate Service Member, she said that she will take on my refund and I will receive it. I received an email notification saying my refund was processed. No refund in the bank though. I emailed back saying I haven't gotten a refund. [redacted] responded saying it takes 7-10 business days to show up. 11 business days go by and I didn't receive a refund. I called [redacted] and she said she was unsure why. I asked to speak to the refund department. She responded with, "they cant speak right now." I asked why. after about 30 seconds of silence, she responded with, "they didn't have your credit card information to give you the refund." That odd because they billed me to that card. I asked to speak to her manager because this doesn't make sense that I can not speak to a department. [redacted]'s response was, "my manger can not speak on the phone, you need to write an email." I asked where is the Checks and Balances to this Corporate system on if your doing your job correctly if I cant speak to your manager or any manager in this Company? She said I would have to write a general email on the Sports and Health website. So now I am here a month and a half later, with no managers to speak to, still without a refund.Desired Settlement: A refund of $108.99 back into my bank account. And a Corporate Manager to call me with some explanation on the performance and the customer care of this company.

Review: When coming in to use a month pass purchased on [redacted], Woodbridge Health and Sport rep: [redacted] told me I could have a free month with no start up fee if I signed up that day. [redacted] told me I was signing a month to month contract that I could get our of in May or June without penalty or fee. Instead he had me sign a year contract that Woodbridge H&S is now demanding payment on or they will send me to collections next month. I showed him my teacher ID and he told me I would pay $43 a month, even after handing in my ID for a second time the fee remained at $49.99. I found up from my credit card bill they had charged me for both the start up fee and a month $98. They refund this amount but have yet to change my fee to the teacher fee or keep their word for a month to month account. At the moment they are demanding $98 for the two month and $130 as a buy out fee on a contracted that was falsely presented to me at the time of signing. [redacted] the general manager continues to refuse to change the fee to a teacher fee and change my account to the correct contract.Desired Settlement: Change my billing to the agreed on teacher fee $43 and change my account to the correct contract: month to month.

Review: In December 2013, my significant other and a mutual friend visited the Woodbridge location of Sport&Health. While there, they both renewed promotional free seven day passes and began completing information with an associate named [redacted]. They both decided that the amenities were worthwhile, and [redacted] provided figures for enrollment. [redacted] suggested that membership would be on a month-to-month contract, which was in response to a statement about relocation occurring in summer 2014. My significant other created membership for me, [redacted], so that I could begin my routine (we added her to my account at a later time). Our friend also created a membership account.

In April, we began to make arrangements for relocation in July. Our friend contacted the location and was told that in order to cancel, she would need to submit a 30-day notice. We then contacted the location and were told that we could not cancel our contract because we were on a one-year lease. We immediately knew there was a problem due to the difference between the two accounts that were created at the same exact moment.

My significant other and I then made several attempts to speak with the location's manager, [redacted], who we had spoken with previously regarding a separate, non-issue. We left messages with associates twice via telephone, both of which were unreturned. We were finally able to speak with him directly via telephone. [redacted] stated that he understood our confusion regarding the account. He stated that we would need to adjust the account to reflect month-to-month status and then submit a 30-day notice of cancellation. He stated that he would have to contact the central account office and see what he could do. He was unsure of the outcome but said he would "go to bat for us." He concluded the phone call by stating he would provide a follow-up phone call within 15 minutes. That phone call was never placed.

After two days, we attempted to contact [redacted] again. We spoke with an associate (name unknown) who stated he would actually be meeting with [redacted] in several moments, and that he would present our information. This associate recorded our contact information for a follow-up phone call. We received a return call from this associate, but he stated that [redacted] would be unavailable that evening. He reassured us that he and [redacted] did discuss our concerns and that [redacted] would be providing a written, e-mail response shortly. No e-mail response ever arrived.

After seven days, we submitted a request online to be contacted by an associate with the central accounts office. In that request, we stated our interest in adjusting our account as well as our frustrations with the process thus far. We noted that if we did not receive a response within 48 hours, we would file a complaint with the Revdex.com. The following day, a Friday, I was contacted via cellphone by an associate (name unknown) from the central accounts office. She asked me to provide a synopsis of our situation. Upon conclusion of my explanation, she stated that she would be forwarding our information to the Area Manager. She stated that this person was [redacted]'s direct supervisor. She also verified with me that our initial associate, [redacted], had become known to her and her peers for his actions. She stated that, because it was almost 5pm, we may not hear from this Area Manager until the following Monday or Tuesday. She suggested that it would be highly unlikely for us to not receive any notification by the following Wednesday. We did not receive any further information from any associate of Sport&Health.

We waited another 10 days before attempting to contact [redacted] once again. My significant other called the location at 3pm and was told that [redacted] was out of the office. She then asked about his hours of availability. The response was that [redacted] typically operated on an appointment basis. She requested to leave a message on his voicemail. She was unable to complete her message before the system ended the voicemail process.

We are mentally prepared to pursue further action, beginning with a stop payment. Actions beyond this would entail a cease and desist order and legal counsel. We will not, however, pursue any actions until information regarding this formal complaint have concluded.Desired Settlement: We would like our account to be adjusted so that we may conclude service on June 30, 2014.

We would like all of our personal information on file both physically and electronically to be eliminated.

Review: I sent a cancellation on 30 March 2014. In my cancellation I stated: "I wish to cancel our membership effective at the end of the current period we are paid for. Which should be 4/30/14." The company acknowledged receipt on 31 March, via e-mail, stating "We have received your request to cancel your membership and your cancellation is in process." . I was billed on 5 April as expected for the month of April. I was also billed on 5 May for the month of May. When I contacted them today, they told me that the month-to-month contract we were under allows them to bill for two full months after receiving a cancellation request. At no time did the company communicate back to me that the end date would not be 30 April, but 31 May, until I called today, 13 May. We have not used their services since March, and specifically asked them to end on 30 April.

The company made no effort to communicate that my expectations would not be met, or that it was not in compliance with the contract. Instead they sent me a boilerplate e-mail. The e-mail asked me to let them know why I was cancelling, but I did not respond, as I did not see a need to tell them. The Member Services rep stated that if I had replied, they would have told me the cancellation date, but that should not be how business is done. They should have confirmed my cancellation, and asked if I could provide them with a reason.

I asked to speak with a manager, or supervisor. I was told there are no managers for me to speak with, and that the Member Services reps are the only people who can communicate with members. Their customer service organization has a poor method for dealing with their clients.Desired Settlement: Refund of the 5 May billing of $97.99

05/05/2014 SPORT&HEALTH CLUB1###-###-#### -97.99

Review: On August 19, 2013, I went to Woodbridge Sport and Health Fitness Center to obtain a free 7-day pass to their Center. While there **. [redacted] rushed me into what he called a month to month membership. I explained to him that I was not interested but he persisted. I went into an agreement and upon arriving at home, I reviewed the paperwork & saw that it was an actual contract for the fitness center. I immediately typed the following information into a letter and returned the entire membership package along with the letter to **. [redacted] and explained to him that I felt coerced and wanted to cancel the membership. This indicates what the letter contained " My name is [redacted] and my membership Number is [redacted]. I recently purchased a membership for my mother and I that I would like to have terminated for a full refund of all moneys paid. I, [redacted], do not wish to be bound by your membership agreement terms and would like to cancel both memberships that were purchased on 8/19/13. I had printed out one of your 7-day free passes and was pressured into purchasing a membership plan after repeatedly telling one of your representatives that I would like to try the 7 day free pass and talk to my mother first before purchasing the plan. I also was unaware that I was getting involved into a contract deal. I was only given details about the membership agreement. I was never shown the actual membership agreement contract until after already paying the membership fee. When trying to get out of the membership a final time, I was informed that it was already too late for me to cancel. Although I would like to terminate my contract, I still hope that I can have access to the free 7-day pass that I signed up for initially. " After providing this letter and returning the membership package, I was told by **. [redacted] that everything would be taken care of and the membership would be canceled and I would receive a full refund then I was provided the free 7-day pass. Additionally, the membership package indicated that I had 3-days to cancel for a full refund. After checking my credit card statement for about two weeks, I did not see the transaction canceled. On September 3, 2013 I noticed a pending charge fee of $89.99 when the membership was cancelled on 19 August 2013. I immediately contacted my credit card company and filed a dispute and cancelled the credit card. I went back to Woodbridge Sport and Health Fitness Center and spoke with **. [redacted] and explained the situation. He indicated that my membership was never cancelled and indicated he located no proof of the membership cancellation. He then cancelled the membership and indicated that I would not be entitled to a full refund because the 3-day waiting period had expired. He indicated that he would review the fitness center cameras and listen to the audio conversation to see if I returned on August 19, 2013. On 3 September 2013, I also pointed out to **. [redacted], **. [redacted], who was in the fitness center at the time, and told him that he was the person who provided to me the free 7-day pass after **. [redacted] indicated that he would ensure the membership was cancelled and my credit account corrected and refunded.Desired Settlement: My desire is to have the membership cancelled as of August 19, 2013 as I requested with a full refund credited to my credit card account in the amount of $190.63.

I would also like for Woodbridge Sports & Health Fitness Center to review their policies when talking to potential members about membership and to provide the complete contract for potential members to review prior to having them make payment without fully disclosing what the membership contains. Additionally, if someone request a free pass, just provide the pass and allow the potential member to observe and utilize the facilities to determine if they so desire to become an actual member of their Fitness Center.

Consumer

Response:

*---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Sun, Nov 3, 2013 at 11:53 AM

Subject: Complaint ID [redacted]

To: "[email protected]" <[email protected]>, [redacted] <[redacted]>

I wanted to provide an update to my complaint [redacted]. I have been able to come to an agreeable resolution regarding my dispute with Woodbridge Sport and Health. As such can you please close this complaint ID #[redacted]. Thanking you in advance for all of your assistance with this dispute and the agreed outcome.

Sincerely,