Sport Fit Total Fitness Clubs

Dear Revdex.com;This is in response to the complaint (ID: [redacted] ) leveled against Sport Fit BowieSport Fit strives to make all of its members and clients happy with the service he or she receivesUnfortunately, there are times when there is a disagreement and a party is not happy with service.In these cases, we talk to the party involve to see if there is a resolution that can be madeIn dealing with [redacted] , she felt that part of the service was not provided for the birthday party for her son that she hadAfter listening to her, we came to an agreement that I would give her half of her money back.I sent a check to the address that was given to the clubShe came to the club a week and a half after stating that she never received the checkOn the spot, I issued her a replacement check.In trying to find the original check, I asked her if she could confirm her addressThe address that I stated to her did not have the apartment numberShe said that it was not her full address and it most likely ended up in the rental office.A quick check of the rental office could have avoided this misunderstandingSport Fit has and will continue to provide exceptional and fair service its customersWe will also strive to come to an amicable resolution when we fall short of A+ service.If there are any further questions please contact me.Regards,? Joe M***General Manager Sport Fit Bowie ###-###-####***@sportfitclubs.com

August 7, Dear Sir or Madam:After months of inquiry, I have yet to receive documentation from Sport Fit to substantiate the claim that I was not overchargedIn her last letter to the Revdex.com, ** [redacted] stated that "membership pricing sheets from no longer exist.” I find it hard to believe that a business would not have documentation of its past pricing structure.During a February, meeting with membership counselor [redacted] , I request the same information and was shown a generic (laminated or hard backed, office copy) price list with no date that he claimed was reflective of the time in question.I found that to be questionable and suspect that giving a prospective member with a price list at the time of recruitment has not been the common practice.Later when ** [redacted] and I spoke on May 28, 2014, I again made the same request and she offered to share (anonymously) other contracts that would show that I was not overcharged, since no other documentation was availableI agreed that would be acceptable but there has been no follow through on her part.In her, June 13, letter that was addressed to me, ** [redacted] wrote, "I am also enclosing, at your request, a copy of the billing change you did, showing that you signed a paper and received a copy of the same.” Neither pieces of documentation were enclosed or have been subsequently received.Please note that in the attached, July 9, letter received from Sport Fit, ** [redacted] provides no further information but offers me two options: I can cancel my membership or continue to maintain my account at the rate of $a monthShe also claims that the balance owed on my account is $representing January dues charged.Clearly we seem to be at an impasseSports Fit has demonstrated that they feel: their "word” is proof enough of fair dealings, no documentation is necessary; it is appropriate to proceed with unauthorized billing, although membership counselor [redacted] proposed that I would not be bill, pending my account review with the general manager; and no acknowledgement of lapse in customer service is necessary.Thank you for continuing to review complaint.Sincerely,

July 9,Dear Sir or Madam:
We have received another letter from the Revdex.com that indicates that our member is not satisfied with our response to her concerns. While we take any member concern very seriously, in this case we can only reiterate what has already been stated.
Membership pricing sheets from no longer exist, therefore they cannot be provided to her as requested. We have explained to her that our prices were much higher in 2005. We further advised her that we did computer research into the memberships that were sold at the time she joined and found that she was given a Passport membership at the Gold membership price. She is comparing what the cost of a gold membership is now and using that rate to say that she has been overcharged for her membership, but since the current Gold membership price did not exist at that time, it is not a fair comparison. Our position is that if she were given a Gold membership in 2005, the rate would not have been lower, she would just have had a lesser membership type. She was not overcharged
The member could have, at any time, altered her membership type and/or inquired about better pricing. In our contracts were not electronic. There is a block on the contact line on the new member agreement where the membership advisor must enter the membership type. This alone indicates there is more than one membership type. The contract also has information concerning upgrades and downgrades to the membership account. The account change form that is utilized for billing changes, freezes and upgrades and downgrades is another indication that more than one type of membership and dues rate is available. We have also advertised our prices by direct mail and in *** *** and in the ***. This member signed and got a copy of her contact. She signed and got a copy of the account change form when she updated her billing informationWe feel that this member had the information she needed to properly manage her membership status and type.
We have tried to work with her concerning her account. We have waived some balances and we have offered her to separate rate reductions, the second of which is a 'locked-in' rate that is the lowest rate we have ever offered for an adult membershipWe value her membership. It is our hope that she chooses to remain a member, but the actions we have taken to appease her concerns have not been well received. We will be reaching out to her again, but no new offers will be made
Thank you for taking the time to review our responseSincerely,

Dear Revdex.com;This is in response to the complaint (ID:***) leveled against Sport Fit BowieSport Fit strives to make all of its members and clients happy with the service he or she receivesUnfortunately, there are times when there is a disagreement and a party is not happy with service.In these
cases, we talk to the party involve to see if there is a resolution that can be madeIn dealing with *** ***, she felt that part of the service was not provided for the birthday party for her son that she hadAfter listening to her, we came to an agreement that I would give her half of her money back.I sent a check to the address that was given to the clubShe came to the club a week and a half after stating that she never received the checkOn the spot, I issued her a replacement check.In trying to find the original check, I asked her if she could confirm her addressThe address that I stated to her did not have the apartment numberShe said that it was not her full address and it most likely ended up in the rental office.A quick check of the rental office could have avoided this misunderstandingSport Fit has and will continue to provide exceptional and fair service its customersWe will also strive to come to an amicable resolution when we fall short of A+ service.If there are any further questions please contact me.Regards, Joe M***General Manager Sport Fit Bowie ###-###-####***@sportfitclubs.com

Dear Revdex.com;This is in response to the complaint (ID:***) leveled against Sport Fit BowieSport Fit strives to make all of its members and clients happy with the service he or she receivesUnfortunately, there are times when there is a disagreement and a party is not happy with service.In these
cases, we talk to the party involve to see if there is a resolution that can be madeIn dealing with *** ***, she felt that part of the service was not provided for the birthday party for her son that she hadAfter listening to her, we came to an agreement that I would give her half of her money back.I sent a check to the address that was given to the clubShe came to the club a week and a half after stating that she never received the checkOn the spot, I issued her a replacement check.In trying to find the original check, I asked her if she could confirm her addressThe address that I stated to her did not have the apartment numberShe said that it was not her full address and it most likely ended up in the rental office.A quick check of the rental office could have avoided this misunderstandingSport Fit has and will continue to provide exceptional and fair service its customersWe will also strive to come to an amicable resolution when we fall short of A+ service.If there are any further questions please contact me.Regards, Joe M***General Manager Sport Fit Bowie ###-###-####***@sportfitclubs.com

April, 27, Dear Sir or Madam:We have received the above referenced complaint in reference to our family changing rooms being out order on Saturday April 18, 2015. It is always unfortunate when a business has a maintenance issue that requires a
portion of the facility to be closed for repairsThe closure of the family changing rooms was unexpectedThe repairs were made quickly, with the rooms being closed only for one day.In addition to the regular locker rooms, there are also two individual bathrooms near the babysitting room, and one in our Kid's fitness birthday party rooms.I was notified by my staff that there was a complaint due to the family changing rooms being closedI left a voice mail for our customer on Monday April 20th, but he did not return my call, probably because he had already filed a complaint with your organization on April 18th after leaving the facilityIn this case, the issue of the family changing rooms being closed was an unexpected maintenance issue, which was quickly resolved. The customer did not give us a chance to listen to and address his concerns before contacting the Revdex.comPlease reference the above time the customer responded to Revdex.comWe are proud of our facility and all that we have to offer our membership and make every effort to keep all areas of the facility open and available and to address maintenance issues promptly.Thank you for taking the time to review this matterSincerely,
Scott W.
General Manager

[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:
the sequences of events as recanted by the
office manager are incomplete and therefore inaccurate.
 
She ends her letter of June 5, 2014 to the Revdex.com by stating, “The fact is that nothing less than a refund
or credit of over $1000.00 was going to quell her dissatisfaction.” This is
both insulting and untrue. I would have been satisfied with a timely,
respectful response from the general manager with the hard copy validation of
membership accuracy that he committed to provide. Instead my repeated attempts
to contact him were blatantly ignored. I ended my initial complaint to the Revdex.com
by acknowledging that my information and therefore my request might not be
accurate because Sports Fit had provided no documentation or reply. “Without
the benefit of the comparative documentation that I have repeatedly requested
from [redacted] since last August, I have calculated that I should have been paying
$39 per month, but was charged $57 per month which reflects an overpayment of
$18 per month for 8 years – which translates to an overpayment of $1,728.”
 
The office manager contends that “there may be some room for
miscommunication” when speaking of my charge of poor customer service. There
was no “miscommunication” because there was no communication from the
general manager or any Sport Fit staff member from September until February. In
August, after the advisor downgraded my membership, she did offer 3 months
free. I thanked her for the offer but we agreed to defer that action until the
general manager could do a thorough review of my account. Each time I saw her
during my club visit, I notified her that the general manager had not called.
Her response was “continue to hound him.” How can any rational person contend that
I did not receive poor customer
service?
 
In her letter to the Revdex.com the office manager also states,
“The issue started when one of our membership advisors offered to downgrade her
membership and save her money.” What is not stated (as I outlined in my initial
letter to the Revdex.com) is that the offer to down grade my membership happened after
the long term, senior advisor asked me, after learning that I did not play
tennis or visit other clubs, “Why do you have a passport membership?” The
initial inquiry was initiated, not by me, but the Sports Fit
employee, who obviously saw that I was being overcharged based on my usage of
the club. The club advisor indicated that I should have a Gold membership and
made the change. She also stated that she would not process my credit card for
recurring monthly payments but would only charge me for the current month, as I
wanted to understand why I had been placed on a membership that exceeded the
requirements noted on the initial membership contract and discussed with my
signing advisor. We also agreed that she would take payment for the outstanding
balance that had accumulated over several months, totally unbeknownst to me, as
a result of a blanket bank reissuing of credit cards for security purposes.
What the office manager does not mention in her letter is that despite the
agreement with the advisor to forgo automatic billing, Sports Fit did continue
to charge my credit card without my permission until I notified my credit card
company (see the enclosed contract was not signed to authorize reoccurring
payments). [redacted] agreed that Sports Fit had no authority to charge my card past
August, settled the dispute in my favor and notified me “that the disputes with
the merchant identified above have been satisfactorily resolved in your
favor."
 
The office manager references a letter that I sent in May to
“someone that works under me.”  Here
again she speaks of “miscommunication” but there was a total lack of
communication. I wrote that letter in reply to going collection attempts made
by phone (saved in my voice mail) and sent by USPS mail (see enclosed) in
February, March and May which continued even after speaking with an advisor in
February and later to the individual under the office manager. Included in my reply
to stop the harassing collection notices was the letter I sent on February 28, to
the club owner that also went unanswered (see enclosed.)
 
The office manager’s claim that “the
member’s primary complaint is that she didn’t know she had other options” is
another false statement. My primary complaint, as of my writing to the Revdex.com, was
the total disregard displayed to me as a member by failing to respond and
provide the committed documentation. Sports Fit still chooses to focus on the
correctness of its contract rather than addressing the incorrectness of its
actions. The office manager references a resent offer of a new $24.00 rate made
by the general manager, as a “courtesy in
appreciation for her long term relationship with sports Fit.” The courtesy
would have been to address the inquiry and me 8 months ago.
 
If all of this activity was going, as
stated, since August of 2013, on my behalf and if issues had be addressed
unbeknownst to me, why was the advisor I spoke with in February and the office
staff I spoke to in March as a result of a collection calls, unable to find any
notes of this in the computer system.
 
In her most recent letter of June 13,
2014, mailed directly to me, the office manager again speaks of records pulled and
documents enclosed but provides no written documentation or enclosed records. She
also insists that I “authorize …billing to pick up the past due amount.” My
account has been in a non-billing status since August per the agreement with
the advisor that initiation this action and I have not visited the club in
months pending a response. Sports Fit agreed with [redacted] and refunded my payment
going back to August, so I am again appalled at these statements.
 
Finally, I ask that the general manager
keep his commitment and provide the hard copy documentation and validation
referenced proving the appropriateness of my membership. We can then determine
if the statements made about savings in my favor are correct. If the statements
are correct, the original offer of 3-month free membership moving forward
should be increased as compensation for the lack of customer service or
“miscommunication” as Sports Fit prefers to call it and my time required to
pursue these answers. I also request acknowledgement from the owner, Morris
[redacted], that he received my letter. Since it was addressed to the Bowie
location, I question whether it was properly delivered.
 
I certainly trust the management of Sports
Fit will recognize their errors and make proper amends.
 
Regards,
[redacted]

June 5, 2014
Dear [redacted]:
Our member has filed a complaint with the Revdex.com suggesting that she was overcharged for her membership with Sport Fit tor 8 years on the basis that she was sold a membership that included more than she needed. This member was not overcharged. The...

member also indicates that she received poor customer service in relation to her requests for a billing adjustment. There may be room for some miscommunication, but Sport Fit did take action on her  account within 30 days of her request. Our action, however, was simply was not the action that she wanted, or felt was sufficient.This issue started when one of our membership advisors offered to downgrade her membership to save her money. So, we actually initiated the of without being asked because the membership advisor realized during a conversation with her that she would be well suited to a lesser membership. That means that at the time of the conversation, we had a lesser membership at a lesser membership at a lower rate, but this was not the case when she joined in 2005.
In September of 2003, the business office was asked by the General Manager to review this account. The review found that this member joined in August of 2005. Since membership price lists from 2005 no longer exist, we researched the computer records for sales during the time frame that this member completed her original membership contract. We also pulled original folders for members who joined at that time that were still active to be certain I was looking at the original contract and original rate info (as opposed to the most current membership type and fee which may have changed over the years). What was discovered was that our membership advisor, who was at that time also the membership  director, had sold this member a Passport membership at what was then the rate for a Gold membership. Therefore she was not overcharged, but instead given the top membership package for the lower membership price. This information was provided to the General Manager. And, even though we had not overcharged her, he authorized a reduction to an outstanding balance that was due on the account, and a backdated downgrade to a Sr. Membership for a savings of $136.00 to the member..Please note, that though the member's primary complaint is that she didn’t know she had other options and was not shown a price list, her contract suggests otherwise. The membership contract specifically states that members may change their membership classification upon request in writing. No refund of initiation fees will be made by the Club, however, an appropriate-increase or decrease in monthly dues will be made. There will be a $10 processing fee (which may be adjusted from time to time) for downgrading." Also, at the top of the contract, the membership type had to be written in, suggesting that there is more than one type of membership. And, there is a New Member Checklist on which it states “ I have chosen a    __(Passport written in blank) membership with Sport Fit, and understand the club usage and benefits associated with this membership type. In addition, on the checklist, the contract minimum requirement was manually reduced,, suggesting that the member asked for a shorter term membership than the standard 2 months. The member signed the contract in three places and was given a copy of the contract the day she joined  Our records also indicate that she signed an account change form to update her billing during her membership term. The form is for all account changes. The top portion is for upgrading and downgrading; the middle portion for billing changes and the bottom for requesting freeze requests. The language at the bottom of the form reminds members to submit all future account change requests in writing at least 30days in advance of when the change is to be effective. She was given a copy of the account change form when it was signed. Both the contract and this form clearly indicate that there is more than one membership type and that upgrades and downgrades are available. There is nothing in our notes to suggest that the member, at any time, asked what upgrades or downgrades were available.There are notes that further conversations happened in February, but our records indicate that she was again told that she was not overcharged.In May, about the time she sent the letter to your office, she sent a letter to someone that works under me in the business office. The letter was referred to me. Again, the account was reviewed we came to the same conclusions although this review revealed to me, in the notes for conversations after we took action in September, that there may be a miscommunication in explaining to the member exactly why it is that she was not overcharged.
I  reached out to her on 5/28 by phone to discuss her account, I advised her that there were no price lists from 2005 to show her and how (by what process) we determined the 2005 pricing and confirmed that she was not overcharged, but given a better membership at the (then) Gold rate. I explained that one problem with her belief that she was overcharged is that a Gold membership was not available in 2005 far $39 per month. Back then, we had less competition and the gyms in the area did not have our amenities. Our prices were higher then, even if you were part of a corporate deal, or qualified for a group discount or family plan. I assured her that the dues increases that she received (2) were across the board increases, same dollar amount increase regardless of membership type, and therefore, she did not get a larger increase than any other member because of her Passport membership status. I reviewed with her what action was authorized by the General Manager, I advised her that if she did not get a call from the General Manager it was most likely because he thought the matter was resolved and that she had been contracted by another member of the staff with the resolution. A refund or credit based on math done by the member using non-existent rates is not an option, but I told her I would go back to the General Manager again and ask if he wanted to reconsider a greater concession than what was applied in September. This offer was not because of any error on our part, but as a courtesy, in appreciation for her long term relationship with Sport Fit. I made her no promises for further credits, but I told her that I would contact her the after speaking with the General Manager, I did attempt to call her the next day, but she advised me that she was on her way to an appointment and I was going to be out of the office when she would be available. We have not yet connected to continue resolution efforts, but hope to continue the discussion soon and we are still hopeful that we will be able to reach an understanding with the member.In closing, we wish to communicate again that this member was not overcharged and that we did respond to her concerns. The fact is that nothing less than a refund or credit of over $1000 was going to quell her dissatisfaction. Rest assured we are still working with her on the matter and will continue to do so.
Sincerely,

August 7, 2014 
Dear Sir or Madam:After 10 months of inquiry, I have yet to receive documentation from Sport Fit to substantiate the claim that I was not overcharged. In her last letter to the Revdex.com, **. [redacted] stated that "membership pricing sheets from 2005 no longer exist.” I find it hard to believe that a business would not have documentation of its past pricing structure.During a February, 2014 meeting with membership counselor [redacted], I request the same information and was shown a generic (laminated or hard backed, office copy) price list with no date that he claimed was reflective of the time in question.I found that to be questionable and suspect that giving a prospective member with a price list at the time of recruitment has not been the common practice.Later when **. [redacted] and I spoke on May 28, 2014, I again made the same request and she offered to share (anonymously) other contracts that would show that I was not overcharged, since no other documentation was available. I agreed that would be acceptable but there has been no follow through on her part.In her, June 13, letter that was addressed to me, **. [redacted] wrote, "I am also enclosing, at your request, a copy of the billing change you did, showing that you signed a paper and received a copy of the same.” Neither pieces of documentation were enclosed or have been subsequently received.Please note that in the attached, July 9, letter received from Sport Fit, **. [redacted] provides no further information but offers me two options: I can cancel my membership or continue to maintain my account at the rate of $24.00 a month. She also claims that the balance owed on my account is $24.00 representing January dues charged.Clearly we seem to be at an impasse. Sports Fit has demonstrated that they feel: their "word” is proof enough of fair dealings, no documentation is necessary; it is appropriate to proceed with unauthorized billing, although membership counselor [redacted] proposed that I would not be bill, pending my account review with the general manager; and no acknowledgement of lapse in customer service is necessary.Thank you for continuing to review complaint.Sincerely,

Review: I am an 8 year member of Sport Fit and last August, while providing an updated credit card number, I asked about the amount I was paying for my membership dues. [redacted], an associate and instructor, queried me on my gym usage and questioned why I had a Passport Membership since I never used other clubs and did not play tennis or racquetball. She immediately changed my membership to Gold Level and offered to not enter my credit card into auto renew. I then requested to speak to [redacted], the general manager, about the issue.

After making countless attempts to catch [redacted] in his office and leaving numerous voice messages over several months, I reported to [redacted] that I still had not heard back from [redacted]. She suggested that I “continue to hound him”. Several months later, I finally caught him in his office and he committed to work with [redacted] (in accounting) to research my billing history and get back to me. He did call a few days later but with no account information. He again committed to take a comparative look at my membership and advised that he would call me back but did not due so.

During the week of February 3rd, [redacted] called asking for my updated credit card information. I informed him of my conversation with [redacted] and my repeated requests to have [redacted] contact me. I again asked to speak to [redacted] agreed to pass along my request and said he would call me back within 24 hours with a resolution. On Friday 2/6 [redacted] left a message saying he was extremely excited about what he had to offer and that he knew I would be pleased. He stated that he could be reached on Friday before 2 pm. I made a special trip into the Club to speak with him personally only to find he had no offer and no information on my account. He explained that [redacted] had not entered any changes into the system and proceeded to justify my enrollment at the Passport Level. On Monday 2/10 [redacted] called to offer a $23.00 future monthly membership fee but he had no explanation as to why I had been overcharged for the duration of my membership. I again asked to speak with [redacted] so we could review the comparative history he committed to obtain. [redacted] placed me on hold and said [redacted] was heading to a meeting and I could leave a message in [redacted]’s voice mail system. I have yet to receive a call from [redacted].

On February 28, I sent a letter to the owner, [redacted], but that too has gone unanswered. Yet, on March 14, 2014, I received a letter from [redacted] Washington asking for an updated credit card. Although I returned her call within a week to relay my situation and again request to speak to [redacted], no one has made contact with me to address the issue.

Because no printed contract options were provided at the time of enrollment, I was at the mercy of the club advisor to trust that I received the least expensive and most suitable option based on our interview, my completed questionnaire and my stated requirements. Because I have no need to visit multiple locations and I do not play tennis, clearly, I was signed up for a membership level that was beyond what I required.

Although records show that I have not registered for court time and have only used the [redacted] Club once when directed to do so because the [redacted] pool was closed, prior to my request to [redacted], a revision to my account was never suggested during the many occasions that I have provided updated credit card billing information.Desired Settlement: Without the benefit of the comparative documentation that I have repeatedly requested from [redacted] since last August, I have calculated that I should have been paying $39 per month, but was charged $57 per month which reflects an overpayment of $18 per month for 8 years – which translates to an overpayment of $1,728. I request a billing adjust to my credit card for the full amount estimated of overpayment $1,720.00 or the equivalent in membership credit.

Business

Response:

June 5, 2014Dear [redacted]:Our member has filed a complaint with the Revdex.com suggesting that she was overcharged for her membership with Sport Fit tor 8 years on the basis that she was sold a membership that included more than she needed. This member was not overcharged. The member also indicates that she received poor customer service in relation to her requests for a billing adjustment. There may be room for some miscommunication, but Sport Fit did take action on her account within 30 days of her request. Our action, however, was simply was not the action that she wanted, or felt was sufficient.This issue started when one of our membership advisors offered to downgrade her membership to save her money. So, we actually initiated the of without being asked because the membership advisor realized during a conversation with her that she would be well suited to a lesser membership. That means that at the time of the conversation, we had a lesser membership at a lesser membership at a lower rate, but this was not the case when she joined in 2005.In September of 2003, the business office was asked by the General Manager to review this account. The review found that this member joined in August of 2005. Since membership price lists from 2005 no longer exist, we researched the computer records for sales during the time frame that this member completed her original membership contract. We also pulled original folders for members who joined at that time that were still active to be certain I was looking at the original contract and original rate info (as opposed to the most current membership type and fee which may have changed over the years). What was discovered was that our membership advisor, who was at that time also the membership director, had sold this member a Passport membership at what was then the rate for a Gold membership. Therefore she was not overcharged, but instead given the top membership package for the lower membership price. This information was provided to the General Manager. And, even though we had not overcharged her, he authorized a reduction to an outstanding balance that was due on the account, and a backdated downgrade to a Sr. Membership for a savings of $136.00 to the member..Please note, that though the member's primary complaint is that she didn’t know she had other options and was not shown a price list, her contract suggests otherwise. The membership contract specifically states that members may change their membership classification upon request in writing. No refund of initiation fees will be made by the Club, however, an appropriate-increase or decrease in monthly dues will be made. There will be a $10 processing fee (which may be adjusted from time to time) for downgrading." Also, at the top of the contract, the membership type had to be written in, suggesting that there is more than one type of membership. And, there is a New Member Checklist on which it states “ I have chosen a __(Passport written in blank) membership with Sport Fit, and understand the club usage and benefits associated with this membership type. In addition, on the checklist, the contract minimum requirement was manually reduced,, suggesting that the member asked for a shorter term membership than the standard 2 months. The member signed the contract in three places and was given a copy of the contract the day she joined Our records also indicate that she signed an account change form to update her billing during her membership term. The form is for all account changes. The top portion is for upgrading and downgrading; the middle portion for billing changes and the bottom for requesting freeze requests. The language at the bottom of the form reminds members to submit all future account change requests in writing at least 30days in advance of when the change is to be effective. She was given a copy of the account change form when it was signed. Both the contract and this form clearly indicate that there is more than one membership type and that upgrades and downgrades are available. There is nothing in our notes to suggest that the member, at any time, asked what upgrades or downgrades were available.There are notes that further conversations happened in February, but our records indicate that she was again told that she was not overcharged.In May, about the time she sent the letter to your office, she sent a letter to someone that works under me in the business office. The letter was referred to me. Again, the account was reviewed we came to the same conclusions although this review revealed to me, in the notes for conversations after we took action in September, that there may be a miscommunication in explaining to the member exactly why it is that she was not overcharged.I reached out to her on 5/28 by phone to discuss her account, I advised her that there were no price lists from 2005 to show her and how (by what process) we determined the 2005 pricing and confirmed that she was not overcharged, but given a better membership at the (then) Gold rate. I explained that one problem with her belief that she was overcharged is that a Gold membership was not available in 2005 far $39 per month. Back then, we had less competition and the gyms in the area did not have our amenities. Our prices were higher then, even if you were part of a corporate deal, or qualified for a group discount or family plan. I assured her that the dues increases that she received (2) were across the board increases, same dollar amount increase regardless of membership type, and therefore, she did not get a larger increase than any other member because of her Passport membership status. I reviewed with her what action was authorized by the General Manager, I advised her that if she did not get a call from the General Manager it was most likely because he thought the matter was resolved and that she had been contracted by another member of the staff with the resolution. A refund or credit based on math done by the member using non-existent rates is not an option, but I told her I would go back to the General Manager again and ask if he wanted to reconsider a greater concession than what was applied in September. This offer was not because of any error on our part, but as a courtesy, in appreciation for her long term relationship with Sport Fit. I made her no promises for further credits, but I told her that I would contact her the after speaking with the General Manager, I did attempt to call her the next day, but she advised me that she was on her way to an appointment and I was going to be out of the office when she would be available. We have not yet connected to continue resolution efforts, but hope to continue the discussion soon and we are still hopeful that we will be able to reach an understanding with the member.In closing, we wish to communicate again that this member was not overcharged and that we did respond to her concerns. The fact is that nothing less than a refund or credit of over $1000 was going to quell her dissatisfaction. Rest assured we are still working with her on the matter and will continue to do so.Sincerely,

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

Review: My issue actually involves 2 categories:

1. The failure to respond to phone calls or written requests for assistance or support

2. The company failed to honor a verbal commitment to provide refunds, exchanges, or credit

I joined SportFit several years ago in 2008 with a 2 year commitment. In 2009 I subsequently lost my job and was unable to continue payment. I called SportFit and explained the situation to a manager to ask what I could to to suspend my account until I found a new job and returned. I was told that I could have my acount "Frozen" until I could resume membership. (I was told that a frozen account was like a temporary suspension). I was told that notes were made on my account to that effect and that I should call "[redacted]" for "follow up". I called [redacted] a total of 3 times and left detailed messages on a voice mail and via the front desk attendant. I never got a call back, however, thinking my account to be suspended I did not visit the club since that point. (Their attendance records should show that I never checked in again after this point). I subsequently moved from the area within a few months. I recently learned that the club did not put my account in suspension/freeze and instead sent my account to collections and subsequent default not reported to a credit bureau as if I was irresponsible for my handling of the account. I was not informed of any specific procedures needed to fully execute this suspension. Recent attempts to address this situation have continued to meet with "bounce-around" referrals to different staff [[redacted], [redacted] - club managers and accounting managers] for who are responsible for different aspects of the business but do not call back. I did what I knew to take responsibility for my account, but never got proper instruction on how to handle this situation. I feel I am being asked to pay for a period of service that I, in good faith, believed I no longer had a right to use thinking my account was in suspension. After recently (2013) raising a "stink" on the phone" insisting on management ownership of the situation, it was suggested by another manager, [redacted], that if I bought another membership for 1/2 price, I could possibly make this issue "go away"!!!Desired Settlement: Apology, ownership of responsibility for poor customer service, adjustment in amount owed.

Review: I have decided to forward this letter also to the Revdex.com regarding receiving a bill of $162.00 for membership from your gym after I spoke with someone and told them to CANCEL THIS MEMBERSHIP DUE TO AN ILLNESS. After talking with TekCollect I am now learning that in order to cancel a membership to Sport Fit Bowie, one need to come into the establishment and cancel in person. This was not told to me on the phone when I initially canceled membership. I am not in the business of paying for something that I clearly have not used. Therefore, you leave me with no other choice but to forward this to the Revdex.com to see if exposure and resolution can be obtained. Shame on you for trying to gain financial reward from someone who needed to cancel this membership because of an illness.Desired Settlement: removal of fee charged

Review: I joined the club in Oct 2012. Shortly thereafter I inquired about hosting a birthday party for my daughter in Jan 2013 by leaving multiple unreturned calls or e-mails during the month Dec 2012. During a visit to use the facility I met [redacted] who discussed the pricing, packages and provided me with the birthday party contract and required information. I completed the contract and required information and paid the deposit. [redacted] later confirmed the date and specifics for the party to include the room where the setup for the party and activities was to occur. Approximately a week before the party I contacted [redacted] (after several unreturned calls) to confirm the details of the party. [redacted] told me that there had been a heating/cooling leak in the party room which the was supposed to have been corrected prior to the party. I followed up approximately two days before the party to confirm that the leak had been fixed and [redacted] indicated that it had and she had personally inspected the area.

On Sat, Jan 26th my wife and I arrived to setup for the party. After about 30 minutes we discovered that the heat was not working in the party room. [redacted] our party host indicated that the temperate in the room was approximately 30 degrees and after the heat had been on for about an hour had only increased to 34 degrees. This forced the party room (which our guests assisted) to be moved to another room in addition to [redacted] and another employee. At the same time, our first party guest arrived and [redacted] accompanied us to the activity room only to discover that it was occupied by another class. [redacted] indicated he that made several calls to [redacted] to notify her of the issues. He was able to relocate the activity room to the basketball court.

On Sun, Jan 27th I sent an e-mail to [redacted] indicating that there were issues with the party. I spoke to [redacted] on Mon Jan 28th where she indicated that she had not received my e-mail because her computer wasn’t working. She apologized for the issues and indicated that we were due a refund of $60 due to the inconvenience and the fact that we provided our own favors. [redacted] indicated that she would complete the paperwork to refund the charge on my debit card. She indicated that the representative that processed the paper work was not in the office the day. [redacted] indicated that I should receive the credit in about 3 days.

I left a voice mail message for [redacted] on Feb 5th and was told that she was not in the office. I asked to speak to the manager and was asked by [redacted] what was the topic of my call. I indicated why I wanted to speak to the manager and she told me “I’ll transfer you to [redacted] handles the parties.” I told [redacted] that I had already spoken to [redacted] and wanted to follow up with the manager. Feeling frustrated I then reached out to [redacted] in Membership Services. He stated he would follow up with [redacted]. He left a message on Feb 6th that she wasn’t in the office but left a note for him to follow up with her and meanwhile I continued to check my account for the refund.

On Feb 12, I left a message on [redacted] (General Manager)’s voice mail. [redacted] then sent me an e-mail indicating that [redacted] had discussed the matter with her. **. [redacted] left a message for me on Feb 13th apologizing and stating that the matter had been addressed and my refund should be expected shortly. On Feb 14th, [redacted] e-mailed me and indicated that the refund had been processed. On Feb 27th, I e-mailed [redacted] notifying her that the refund had not been credited. On March 1st, my wife called [redacted] to notify him that no refund had been credited to the account. He stated that there apparently was some miscommunication between [redacted] and [redacted] in Accounting. He indicated that he had taken care of the issue. I still have not noted a credit in my account (as of Mar 7th), however there has not been any issue with Sportfit debiting my membership fees for Feb and March from the same account. On Mar 7th, my wife left another message for [redacted] He responded at 11:58 am to state that he had again spoken with [redacted] and the account had been credited.Desired Settlement: Upon receipt of credit to my account, I would request IMMEDIATE TERMINATION of my membership with NO FURTHER DEDUCTION OF FEES FROM MY ACCOUNT.