Superior Fighting Academy

She can see that the contract was agreed to a week notice, cancellation of 30.00, or otherwise we treat the account as active sans-serif;"> Thanks [redacted]

She can see that the contract was agreed to a week notice, cancellation of 30.00, or otherwise we treat the account as active. Thanks [redacted]

She can see that the contract was agreed to a week notice, cancellation of 30.00, or otherwise we treat the account as active. Thanks***

She can see that the contract was agreed to a week notice, cancellation of 30.00, or otherwise we treat the account as active.? ? Thanks[redacted]?

She can see that the contract was agreed to a 2 week notice, cancellation of 30.00, or otherwise we treat the account as active.  sans-serif;"> Thanks[redacted]

In response to Mrs. Arnold's complaint; SFA would like to provide a factual synopsis of our billing process, cycles, and customer agreements. SFA does hold a policy in our...

office that ONLY debit/or credit cards are accepted for auto billing and each member shall have this on file. Auto pay is how all our clients pay. In the case of the Arnold family, the owner allowed for the credit card to be on file for policy purposes but also allowed a onetime waiver of this policy understanding the income situation of the family. Allowing check would provide for a more flexible payment date as we bill on the 1st and 15th of each month. In the Arnold family case we asked them to ensure check payment would be made on the first or by the 15th, the check provided should have a date populated on the check for deposit to ensure our auto billing system has time to hold this account from that billing cycle. If this check did not arrive on time, which it did a few times, then we have no control over our monthly billing cycle running. Every time this delay in providing a check happened, I validated the 2 clients were in attendance via reconciliation of the sign-in roster.  As for the communication gaps, the Arnold family held a very inconsistent schedule and I was not aware of any contact concerns in regards to the payment. We have the doors open at M-F 4:30 pm with a live assistant, we have website that emails us, a yahoo account, and a Facebook we check daily and my quandary is if this was a multiple occurrence, then why over the 6 month membership, was this not brought to SFA office attention? What we did receive is an email in 25 June, 2014 where a "Steve Arnold" quotes "My wife filled out paperwork in April or May to remove the kids from class". However SFA does not remove children from class until we have a cancellation form on file, this signature shows there is no longer liability to that client (this is to protect our company from returning students that cancelled and maybe parents didn't realize another parent cancelled their membership). The receptionist looked for this file and not knowing what month this was filed in, we looked in all of our records and did not produce this cancellation. Furthermore, SFA prides our self in our easy month - to month contract. We don't advertise or sale that we don't have a “contract”, every gym membership has one, what we do sale is we don't have a contract that is locked in or states a specific term, we have a month to month membership, no cancellation fee, just a 2 week notice prior to cancellation, this notice takes form of a “Cancellation form” we have accessible to all at any time on our front desk. We have now purged the Arnold family from any billing records. SFA is willing to review this further if the Arnold family can produce a dated Cancellation Form and a bank statement with SFA membership withdraws or check cashing. We can then use our records to verify all payments were made for the enrollment periods. I understand the hardship of families and we try and work with them as best as possible, but this is the reason, by policy, SFA cannot accept check payments. They are outside out POS system, require manual processing, and ultimately can produce misunderstanding, such as this.

Review: This business has very poor record keeping and business practices. When you take a tour, they tell you they have no contracts, but they h take your credit card information and have you sign a "contract" to commit to paying monthly once you sign up. For my family, we chose to pay with a check each month. We were charged on our credit card after we had already paid for the monthly cost. When I went to talk to the office person, she told me she would leave a note for the owner because she didn't do it. The owner's girlfriend, Tiffiny, was in charge of the staff, and apologized for her employee, but blamed her for the mistake, when she was the one who took my payment and charged my credit card (as written on our receipt). My issue now is that I asked what I needed to do to take my kids out of the class for the summer. The girl at the front desk, [redacted], told me to fill out a form to put our account on hold, which tells you to give a reason. I did so, and then I was charged on my credit card for this month. I have phoned the business and left a message as well as an email inquiry telling them my problem. Their phone is strictly for messages, you cannot speak to anyone directly. What they charged to my credit card was a different amount than we were paying. We had changed the number of days the kids were going and were paying much less than what we were charged. I think they need to keep their records up to date. For six months we had changed the frequency of classes yet were charged what we originally were paying more than a year ago. We are on a fixed income and this charge caused me to go over my credit limit. I know that I will have to drive over there to get any result of this complaint because they do not have good business practices. I have asked them to contact me, but do not know how long I should wait for a response. This is a very urgent matter to me and I wish they had someone to talk to at before 5:00 p.m.Desired Settlement: I would like a refund immediately since we did not use their service and I think someone should review their paperwork as well as their practices.

Business

Response:

In response to Mrs. Arnold's complaint; SFA would like to provide a factual synopsis of our billing process, cycles, and customer agreements. SFA does hold a policy in our office that ONLY debit/or credit cards are accepted for auto billing and each member shall have this on file. Auto pay is how all our clients pay. In the case of the Arnold family, the owner allowed for the credit card to be on file for policy purposes but also allowed a onetime waiver of this policy understanding the income situation of the family. Allowing check would provide for a more flexible payment date as we bill on the 1st and 15th of each month. In the Arnold family case we asked them to ensure check payment would be made on the first or by the 15th, the check provided should have a date populated on the check for deposit to ensure our auto billing system has time to hold this account from that billing cycle. If this check did not arrive on time, which it did a few times, then we have no control over our monthly billing cycle running. Every time this delay in providing a check happened, I validated the 2 clients were in attendance via reconciliation of the sign-in roster. As for the communication gaps, the Arnold family held a very inconsistent schedule and I was not aware of any contact concerns in regards to the payment. We have the doors open at M-F 4:30 pm with a live assistant, we have website that emails us, a yahoo account, and a Facebook we check daily and my quandary is if this was a multiple occurrence, then why over the 6 month membership, was this not brought to SFA office attention? What we did receive is an email in 25 June, 2014 where a "Steve Arnold" quotes "My wife filled out paperwork in April or May to remove the kids from class". However SFA does not remove children from class until we have a cancellation form on file, this signature shows there is no longer liability to that client (this is to protect our company from returning students that cancelled and maybe parents didn't realize another parent cancelled their membership). The receptionist looked for this file and not knowing what month this was filed in, we looked in all of our records and did not produce this cancellation. Furthermore, SFA prides our self in our easy month - to month contract. We don't advertise or sale that we don't have a “contract”, every gym membership has one, what we do sale is we don't have a contract that is locked in or states a specific term, we have a month to month membership, no cancellation fee, just a 2 week notice prior to cancellation, this notice takes form of a “Cancellation form” we have accessible to all at any time on our front desk. We have now purged the Arnold family from any billing records. SFA is willing to review this further if the Arnold family can produce a dated Cancellation Form and a bank statement with SFA membership withdraws or check cashing. We can then use our records to verify all payments were made for the enrollment periods. I understand the hardship of families and we try and work with them as best as possible, but this is the reason, by policy, SFA cannot accept check payments. They are outside out POS system, require manual processing, and ultimately can produce misunderstanding, such as this.

Review: After getting injured my fiance and I both decided to take a break but EWWF automatically withdraws money from your account which we were unaware of and when we decided to not go back we talk to [redacted] who said she would refund our money of $160.00 back in June. She said to expect the refund in a few weeks as it takes awhile to go through. I waited about 6 weeks when I started calling and emailing her of which she would not respond. She finally called back and said she wasn't going to refund me then she ended up saying that it was going to be a $30.00 charge off the refund and that has been well over a month ago. Every time I speak with her it's a different amount. She hasn't bothered to call or respond via email. Not a very good business woman.Desired Settlement: I would like my full refund of $140.00.

Business

Response:

She can see that the contract was agreed to a 2 week notice, cancellation of 30.00, or otherwise we treat the account as active. Thanks[redacted]