Sta-Fit

I am rejecting this response because: Did the company provide this “so called Document that states the legal withdrawal when ACCOUNT ## exchange hands, when one closes and one opens ??

I have had the opportunity to discuss this account and complaint with the employees of Fitness Evolution Rochester, and am attaching a copy of Ms***'s orginal agreementyes, this original agreement was signed with W.O.Win WestFit, LLC purchased the business in January of
Ms***'s agreement did transfer over to us when we purchased the businessWhen Ms*** contacted the facility to ask that this account be cancelled, she later came in to the facility to speak to managementShe did this, and did not wish to complete a written cancellation request, however, we did process her cancellation at her verbal request the same dayBecause of the day cancellation notice her account will terminate on 1/20/18, but she was not billed again and will not bill further since her cancellation will go into full terminated status the day before her monthly membership dues were scheduled to draftAgain, we did honor her verbal request to cancel as soon as it was requestedThank you

Initial Business Response /* (1000, 5, 2015/06/30) */
Member joined on 08/31/2010.
Members billing was updated in October 2010 after speaking with club employee at 734 pm.
the billing continued every month per the membership agreement absent a 30 day written notice. In January 2015 members...

credit card came back declined. Our collections dept started calling member (2/12,2/27,3/12,3/13) as well as mailing out past due balance notifications. On 2/21 member called #800 back and the following was note on conversation: [redacted] called in stating she recvd invoice and never had Gym mbrship; she stated mbr has taken her personal info and opened up mbrship; adv [redacted] to send authorization from bank and will speak to sup in regards; provided email + fax; also adv of pdb
On 2/21 member spoke with club manager and stated someone had stolen her identity. Club manager asked member to please provide something from her bank stating she had her identity stolen and that these charges were not hers. Member then stated she cancelled the membership, and was asked to provide a copy of her cancellation form, she stated she would look for it, and provide a copy.
On 3/23 member spoke with club manager: Spoke with member and avised without proof cannot issue refund. Agreed to remove balance and set to term going forward unless member can provide proof of cancellation.
On 4/15 member again spoke to management and stated she would look for her cancellation form and email it.
On 4/15 management emailed corporate to pull member file and see if a cancellation form was in her file. Member requested a call back on cell phone# (which was the same as the one provided when joining in August 2010)
on 4/16 corporate called member and left message again informing member that with out a cancelation form the absolute best we could do was terminate the membership effective as of the date when she started contacting us, waive all decline and late fees and also waive the 30 day notice to cancel.
On 6/29 member called billing company and was again told: Adv mbr per prev notaions that she was adv 03/25/2015 that she cxl on the acct would be honored moving foward she will not be refunded unless she can provide proof on the acct. Acct is cxl .
As a courtesy the past due balance for January, Feb and March as well as late fees were waived. Member did not know a date, time, who she spoke to or if she called in to cancel or mailed in a form. without any information to go on the best that we could do was terminate her account immediately, and waive the past due balance. Per members agreement we do require a 30 day written notice to cancel. Had a written cancellation been completed at any time, the copy would've been in the members file at corporate. There was not a cancellation request in her file.
Because there is not proof of ever cancelling the membership agreement we have done everything we can to assist this member cordially. The information received by all employees has remained the same.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is a lot of false information in this response from the company. First off, if I did get calls from a 800# no one ever left a message so I had no idea what they were calling for. Next, I never talked to anyone about an invoice I got, because I never got one. Another lady, also named [redacted] called me as my phone number was at the top of the invoices sent to her address. I never once said my identity was stolen, just that the info on file for me was wrong. I was told that there was no way the financial people could help me because I could not verify my information. I understand that there are policies in place but there was gross negligence on the part of your company regarding membership information. My phone number and credit card number maybe on the same file but my email and address are wrong.
I cancelled my membership years ago and it falls on me to make sure I keep that signed form? I am not shocked that the company has no record of me cancelling, they don't even have my information correct. When I talked with someone at corporate I was told that she would talk with her supervisor and see if anything could be done. Given the circumstances I thought an agreement could be reached, but alas I never heard from anyone again.
Whatever the policy is I would think in such a situation as this there would be some wiggle room. I was a paying member and a happy one at one time. This is a horrible way to treat someone when I believe that the business is at fault. You will decide what you will but just know that I am very disappointed with your company.
Final Business Response /* (4000, 9, 2015/07/13) */
I sincerely apologize that at the time the billing information was updated that the email address and physical address was not updated. our staff should've updated that when you updated the billing in October. Corporate was contacted and that was when it was decided to cancel the membership without a 30 day notice and to also waive the late fees and past due balance that had accumulated on the account. without any further information on when you cancelled your membership that is the only recourse that we had. thank you

I am rejecting this response because:
Did the company provide this “so called Document that states the legal withdrawal when ACCOUNT ## exchange hands, when one closes and one opens ??