Sport and Health

From: Kyle K [redacted] < [redacted] @onelifefitness.com>Date: Wed, Dec 13, at 4:PMSubject: ID [redacted] To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org>Hi [redacted] , I have [redacted] 's membership agreement attachedPer the terms of the agreement (Article 7a) we do require a 30-day written notice for cancellation [redacted] filed his notice on 11/22/which is why we billed him for DecemberHis agreement is set to cancel at the end of December While it doesn't reflect it on this document, we do have a signed agreement on fileHe chose to sign manually rather than electronicallyManual signatures are kept at the home officeIf he needs a copy of his signed agreement I would be happy to reach out to them to provide itPlease let me know if you need any additional information.Kyle K*** General ManagerOnelife Fitness

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: When I initially signed a contract with Maureen of Sport and Health, my husband and I were both present and neither of us recall Maureen explaining that the contract would roll over into a month by month contract if we did not take action This would have been very important to us because we only intended to sign a one year contract and then move out of state Further, I did notify Amy that I would be moving at the end of my contract because she wished me luck She should have known that all Sport and Health contracts require cancellation at the end of the contract period and should have notified me of that factAt best, this situation was caused by negligence on Maureen's part for not adequately explaining the contract and an oversight on Amy's part for not ensuring that I was aware that I needed to take action to cancel the Sport and Health contract Since this problem was caused by negligence on the part of two Sport and Health employees, I do not agree that I should pay additional membership fees, especially since I was not even in a position to use the membership (I had moved to another state) A " gotcha" clause and subsequent inflexibility in working with customers ensnared in that clause are not hallmarks of a "Better Business." I will never do business with Sport and Health again and will not recommend them to anyone else Further, I will continue to dispute the monthly fee through my credit card company Regards, [redacted]

No problem. I have emails that document all of the info listed below if you need them.Timeline:- she purchased her training package in April- she signed a 3 month agreement with rollover which means the payments would continue month to month after the first 3 months were complete- she completed 4... months of training with no problems until August- on 8/16 she requested to have her 8/22 payment frozen- normally not enough time but I approved anyways- in my response to her I clearly noted that I would freeze the 8/22 payment and that her payments would resume as normal in Sept- in her response she agreed and said thank you- on 9/5 she emails me asking to cancel her training package moving forward- I reply on 9/5 with a sorry to hear that note along with a confirmation of the cancel effective for October and that this would be her final payment- she replied back on 9/5 with questions about the billing- I spoke with her over the phone on 9/6 regarding the training agreement, etc- on 9/22 the auto payment attempted to run but was declined in which the member gets an email- she responded to the email shortly after asking for a copy of her "signed" training agreement- I sent her the agreement that day4/23: 1st payment5/22: 2nd payment6/22: 3rd payment7/22: 4th payment8/22: frozen9/22: 5th payment (declined)Kris J [redacted] Fitness DirectorBrambleton Sport & Health [redacted]

I canceled my membership with Sport & Health and they continued to charge my card!

The fees are outrageousOn the phone they state there are no fees after the contract has expired, however they lied

The date the contract began was April 22, I had informed my personal trainer that I wanted to end the sessions, but she said that I needed to speak to Kris J***. Because of the holiday weekend I wasn't able to speak to him until after the Labor Day holiday. I have attached a copy of the email I sent to Kris J*** indicating I wanted to freeze the sessions due to my medial issues and need to determine whether I would continue.*** *** ***

sport&healthA T  B R A M B L E T O NJanuary 8, 2016To Whom It May Concern:In regards to ID [redacted], [redacted] did not follow the proper protocol to cancelling hermembership. That procedure is to contact our Member Services Department (located offsite) via phone or e-mail. When asked...

in the club about how to cancel the membership, we have a specific business card we hand members to show them how to cancel. All memberships after the initial term roll month to month automatically per the agreement. We did not charge a membership that was already cancelled because we were not informed to cancel the membership, only the training. I did check with [redacted]s trainer (Amy) and she acknowledged that she stopped training with her but said she was never informed anything about cancelling the membership. Had she mentioned something to Amy, she would have instructed her to see the front desk. At that time, she would have been given the aforementioned Member Services information. Based upon this letter, her membership is cancelled moving forward but no refund is due.Sincerely,Jason *. H[redacted]General Manager[redacted]. – Brambleton, Virginia [redacted] [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:When I initially signed a contract with Maureen of Sport and Health, my husband and I were both present and neither of us recall Maureen explaining that the contract would roll over into a month by month contract if we did not take action.  This would have been very important to us because we only intended to sign a one year contract and then move out of state.  Further, I did notify Amy that I would be moving at the end of my contract because she wished me luck.  She should have known that all Sport and Health contracts require cancellation at the end of the contract period and should have notified me of that fact.At best, this situation was caused by negligence on Maureen's part for not adequately explaining the contract and an oversight on Amy's part for not ensuring that I was aware that I needed to take action to cancel the Sport and Health contract.  Since this problem was caused by negligence on the part of two Sport and Health employees, I do not agree that I should pay additional membership fees, especially since I was not even in a position to use the membership (I had moved to another state).  A " gotcha" clause and subsequent inflexibility in working with customers ensnared in that clause are not hallmarks of a "Better Business."  I will never do business with Sport and Health again and will not recommend them to anyone else.  Further, I will continue to dispute the monthly fee through my credit card company.
Regards,
[redacted]

From: Kyle K[redacted]<[redacted]@onelifefitness.com>Date: Wed, Dec 13, 2017 at 4:30 PMSubject: ID [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Hi [redacted], I have [redacted]'s membership agreement attached. Per the terms of the agreement (Article 7a) we do require a 30-day...

written notice for cancellation. [redacted] filed his notice on 11/22/17 which is why we billed him for December. His agreement is set to cancel at the end of December 2017. While it doesn't reflect it on this document, we do have a signed agreement on file. He chose to sign manually rather than electronically. Manual signatures are kept at the home office. If he needs a copy of his signed agreement I would be happy to reach out to them to provide it. Please let me know if you need any additional information.Kyle K[redacted] General ManagerOnelife Fitness

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
When I initially signed a contract with Maureen of Sport and Health, my husband and I were both present and neither of us recall Maureen explaining that the contract would roll over into a month by month contract if we did not take action.  This would have been very important to us because we only intended to sign a one year contract and then move out of state.  Further, I did notify Amy that I would be moving at the end of my contract because she wished me luck.  She should have known that all Sport and Health contracts require cancellation at the end of the contract period and should have notified me of that fact.
At best, this situation was caused by negligence on Maureen's part for not adequately explaining the contract and an oversight on Amy's part for not ensuring that I was aware that I needed to take action to cancel the Sport and Health contract.  Since this problem was caused by negligence on the part of two Sport and Health employees, I do not agree that I should pay additional membership fees, especially since I was not even in a position to use the membership (I had moved to another state). 
A " gotcha" clause and subsequent inflexibility in working with customers ensnared in that clause are not hallmarks of a "Better Business."  I will never do business with Sport and Health again and will not recommend them to anyone else.  Further, I will continue to dispute the monthly fee through my credit card company.
Regards,
[redacted]

After several years of monthly payments, I had to cancel my membership because I lost my job. Had to pay additional months. They took $19.99 from me when I only had $42 and change left.

I canceled my membership with Sport & Health and they continued to charge my card!

I contacted sport and health to cancel my membership, with plenty of time to cancel before the billing cycle, and was told that not only would I not be able to cancel before June was due but I'd also be charged for july! I fulfilled my contract time with them and decided to cancel after being told that changing locations after I moved would cost me double every month! This is poor service and business all around!

No problem. I have emails that document all of the info listed below if you need them.Timeline:- she purchased her training package in April- she signed a 3 month agreement with rollover which means the payments would continue month to month after the first 3 months were complete- she completed 4...

months of training with no problems until August- on 8/16 she requested to have her 8/22 payment frozen- normally not enough time but I approved anyways- in my response to her I clearly noted that I would freeze the 8/22 payment and that her payments would resume as normal in Sept- in her response she agreed and said thank you- on 9/5 she emails me asking to cancel her training package moving forward- I reply on 9/5 with a sorry to hear that note along with a confirmation of the cancel effective for October and that this would be her final payment- she replied back on 9/5 with questions about the billing- I spoke with her over the phone on 9/6 regarding the training agreement, etc- on 9/22 the auto payment attempted to run but was declined in which the member gets an email- she responded to the email shortly after asking for a copy of her "signed" training agreement- I sent her the agreement that day4/23: 1st payment5/22: 2nd payment6/22: 3rd payment7/22: 4th payment8/22: frozen9/22: 5th payment (declined)Kris J[redacted]Fitness DirectorBrambleton Sport & Health[redacted]

As any company, we will and have removed the billing information once notified. It is though our position that we are not responsible for 7 months of errors that from our position we are unable to as the intent of this person and their original desire to pay for this membership. We have though...

made an attempt to contact the other party and if we receive a payment for the disputed amount we will process an adjustment to the primary party. 
 
Just as the credit card disclosure statement outlines to their customers, they must promptly notify and report any errors. We feel that it is unfair that this party is placing all of the blame on our business when such a large amount of time has passed, and by all accounts we do not know what arrangements might have been made between the two parties regarding the billing and other payment arrangements. 
 
Once we have had time to investigate and if a payment is made we will make a correction. As stated in the complaint, this person states they made a payment for their friend, if that is the case I am sure their friend will be in contact with us to make the correction as any friend would do if in fact this was an error.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: The agreement is not relevant to the experience of actually going through the steps to obtaining the contact information to cancel in writing.  I believe it's set up to be extremely difficult on purpose so that the default is that you keep your membership open.  The online representatives were vague on where to obtain the information to cancel.  Why?  If it must be done in writing, why not give the consumer the information to do so?  They said I must find it online, but would not simply give it to me.  On the official website for Sport & Health, it's a constant loop of membership sign-up info, club info, and other details, but it's impossible to find out how to cancel.  Again, why?  Frankly this is all a tactic to prevent the quick end of a relationship with the club and is not a fair business practice.  I obtained the email on a 3rd party site from other consumers that set it up to help, since Sport & Health makes this info next to impossible to obtain.
Regards,
[redacted]

I contacted sport and health to cancel my membership, with plenty of time to cancel before the billing cycle, and was told that not only would I not be able to cancel before June was due but I'd also be charged for july! I fulfilled my contract time with them and decided to cancel after being told that changing locations after I moved would cost me double every month! This is poor service and business all around!

Review: I have been a member since January. When I was signed up by the sales associate, I made it clear that the 15 days of guest passes would be used for my girlfriend that would use it in between semesters at nursing school. I was told that yes, indeed, I'd be okay. Fast forward to today, I tried this, with the girlfriend beside me, and was told she was not covered by the 15 day passes. I was told that the 15 days were consecutive days not individual. And the GM even told me that this should have been given to me at signup, which it was not. I informed the GM that this was the main reason I signed up with them. My girlfriend and I informed him that she was already in the system as well from using a 3 day trial offer just 2 months prior. He offered to allow her to work out today only but she was not available for the 15 consecutive day pass either because she had used the 3 day trial. I feel that I was completely mislead at signup. The GM made my girlfriend and I completely uncomfortable. I will more than likely now sever my contract with this gym because of this incident. Members pay way too much money per month for us not to be treated correctly.Desired Settlement: I would like my 15 days of guest passes and a decrease in monthly bill from 39.99 to 29.99 or less.

Review: I joined Sport and Health in Dec 2012 for one year and paid in full with my credit card. I knew this was for one year and it ended on Dec31, 2013.

Well I got an email saying that my credit card was denied and that I owed them 59.00 and 20.00 service charge for Jan2014. They said that I needed to notify them that I was canceling my membership and told me that I could pay the 59.00 for jan2014 and they would cancel my membership. My contract was for one year and not a month to month authorizing them to charge my card. I paid in full for one year and do not feel that they have the right to try and collect 59.00.

They said if I did not pay my account would be in bad standing and they could seek to collect.

This is unfair and I was never told to cancel my membership. I knew it was for one year and I paid in full for the entire year. Not month to month agreementDesired Settlement: I want them to clear my account as I know some businesses will report it and it will negatively impact my credit

Business

Response:

The agreement was a term membership for 12 months, which automatically converted to a month to month agreement upon completion of the first 12 months until notified. The agreement clearly outlines this, and it is printed on the first page of the agreement directly below the amount she will be billed.

Review: Dear Revdex.com,

In 2007, my husband and I enrolled our 12 year old son, [redacted], at Sport and Health to attain the services of a professional trainer for weight loss purposes. Our 9 year old son also attended several private sessions.

In 2008, my husband, [redacted] was recalled to active duty by the [redacted] to serve in Iraq for one year. As I would be the sole parent while he was away, we decided to cancel the Sport and Health membership for our minor son, [redacted], as time was more of an issue. I simply wrote a message to my bank through the billpay option and considered the matter closed.

Early October in 2013, my younger son, [redacted], now 15, inquired about joining Sport and Health in [redacted]. He was under the supervision of another parent and was not allowed to work out, but discovered to my surprise that his older brother, [redacted], now 18, still had an active membership. I almost fainted. Currently, my husband is in Afghanistan serving out the tail end of a 14 month deployment and I am trying to resolve this problem.

I met with the staff of Sport and Health, [redacted], on October 15th. They supplied me with a transaction list dating from August 2007 to October 2013 naming [redacted] as responsible. There is a hand written note by a staff member that [redacted] has not been in the facility since 2007.

I concede that I did not execute the cancellation of [redacted] membership properly. What I lack in responsibility, I make up for in honesty. This is not a scenario of someone, "not in the mood", to work out and recover a few months of fees. This is a matter of a membership not used nor intended to be used during the last 5 years.

I find it unscrupulous that a successful business like Sport and Health has such a lack of integrity and moral fiber to pocket $3429.60 in what was clearly an error on my part.Desired Settlement: Revdex.com,

In 2007 from August 24 to December 1, we paid Sport and Health $409.75 in fees. In addition, $1440.00 was paid for a trainer. I would imagine profit was made in order to run their facility.

I was instructed to email, [redacted], regarding the 5 year in activity of [redacted] membership. What I received in response was a cold reply not even acknowledging the $3479.60 in fees I have paid for a service I did not use.

Unethical is the only word I can think of that describes Sport and Health in this matter.

At one point, I would have been delighted to receive half of the $3479.60. Due to the cold, ill mannered, dehumanized response, I am seeking a refund in the amount of $3479.60 as my son did NOT step foot in the building for 5 years and that is indisputable.

I will be happy to provide the Revdex.com with the Sport and Health transaction list as provided to me by the [redacted] facility.

Business

Response:

I spoke with [redacted] from the company and he states that the consumer never formally cancelled the membership with the business that is why there is an amount that is due.