The Alaska Club Reviews (%countItem)
The Alaska Club Rating
Address: 5201 E Tudor Rd, Anchorage, Alaska, United States, 99507-1220
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I was denied membership and treated very poorly by a woman in accounting by the name of Lindsey in August-September of 2019. Lindsey left a voicemail on my phone telling me because I made a complaint relating to a group of children in 2018 to her personally on the phone that will never be permitted membership at the Alaska Club. I recall my complaint was about children running through the club unsupervised, eating pizza and leaving crumbs all the place, and jumping into the pool hitting adults who were swimming in the designated adult only swim lane. These children were creating a risk for adults and causing unsanitary conditions. I did not say anything to any of the children or any of the staff the day I witnessed the events as I didn’t feel it was appropriate. I just left and didn’t finish my workout. I briefly recall making a request to downgrade my membership from one that included free tanning and massage to just a basic one due to unsanitary and unsafe conditions. I felt as if the club was more like a community *** than a private club that charges over $100/month for what that advertise as a spa like experience. I explained that I don’t like using hot tubs, saunas, pools, and equipment after morbidly obese children have been running around eating pizza unsupervised by adults and not being properly cleaned up after. This was a private conversation and meant for only another adult to hear. I never intended it to be insulting to anyone, but did want a clean, safe, and quiet club to use as a paying customer. Apparently per the voicemail I have saved from Lindsey, I’m now denied membership forever for simple using my First Amendment Rights during a private conversation. I’m a law abiding citizen and a working professional. I wanted to utilize the facility owned by Alaska Club in Eagle River because I need to swim as part of my exercise routine. I also had a contact with Markese to help me with some personal training and it was denied by Lindsey. This is wrong.
Dear ***,
Your request to be a member of The Alaska Club again has been carefully considered and we have made the conscious decision to approve your new membership under our Rejoin guidelines. I will have one of our Eagle River Sales coordinators reach out to you directly to schedule an appointment to complete new membership forms through their office.
The Alaska Club expects members to be respectful and courteous towards other members and staff, but we also need to ensure rules in our facility are being adhered to. I highly recommend notifying a Manager on Duty at the club location you're at if you observe inappropriate behavior from anyone, including unsupervised children.
Thank you for your patience, feel free to contact me directly if you have any further concerns.
Sincerely,
Genevieve A.
I was denied membership and treated very poorly by a woman in accounting by the name of Lindsey in August-September of 2019. Lindsey left a voicemail on my phone telling me because I made a complaint relating to a group of children in 2018 to her personally on the phone that will never be permitted membership at the Alaska Club. I recall my complaint was about children running through the club unsupervised, eating pizza and leaving crumbs all the place, and jumping into the pool hitting adults who were swimming in the designated adult only swim lane. These children were creating a risk for adults and causing unsanitary conditions. I did not say anything to any of the children or any of the staff the day I witnessed the events as I didn’t feel it was appropriate. I just left and didn’t finish my workout. I briefly recall making a request to downgrade my membership from one that included free tanning and massage to just a basic one due to unsanitary and unsafe conditions. I felt as if the club was more like a community *** than a private club that charges over $100/month for what that advertise as a spa like experience. I explained that I don’t like using hot tubs, saunas, pools, and equipment after morbidly obese children have been running around eating pizza unsupervised by adults and not being properly cleaned up after. This was a private conversation and meant for only another adult to hear. I never intended it to be insulting to anyone, but did want a clean, safe, and quiet club to use as a paying customer. Apparently per the voicemail I have saved from Lindsey, I’m now denied membership forever for simple using my First Amendment Rights during a private conversation. I’m a law abiding citizen and a working professional. I wanted to utilize the facility owned by Alaska Club in Eagle River because I need to swim as part of my exercise routine. I also had a contact with Markese to help me with some personal training and it was denied by Lindsey. This is wrong.
Dear ***,
Your request to be a member of The Alaska Club again has been carefully considered and we have made the conscious decision to approve your new membership under our Rejoin guidelines. I will have one of our Eagle River Sales coordinators reach out to you directly to schedule an appointment to complete new membership forms through their office.
The Alaska Club expects members to be respectful and courteous towards other members and staff, but we also need to ensure rules in our facility are being adhered to. I highly recommend notifying a Manager on Duty at the club location you're at if you observe inappropriate behavior from anyone, including unsupervised children.
Thank you for your patience, feel free to contact me directly if you have any further concerns.
Sincerely,
Genevieve A.
I was signing up to the Alaska club for a 3 month trial period and when the person that signed me up asked me if I ever did a trial period before I said yes 10 years before she said it’ll be fine I can still do a 3 month trial period but instead they signed me up for a whole year saying I don’t qualify for the 3 month period because of prior trial and in order to cancel I have to pay them 800 dollars very underhanded and dirty tricks
Dear ***,
Your concerns were brought to my attention last week when I returned from vacation, I appreciate your patience while I had the chance to consider all details. Based on your recollection of what was discussed with you when you purchased your membership, I have agreed to waive the early cancel penalty you were billed last month in the amount of $676.78.
Your refund check should be mailed out within the next 1-2 weeks to the mailing address we have on file. If you have a different mailing address, please call our office between normal business hours so we can update the address before it's sent out. We are open Mon-Fri 7am-6pm and Saturday 9am-1pm.
I apologize for any frustration this may have caused you. Please don't hesitate to contact me directly if you have any further questions related to this account.
Sincerely,
Genevieve A.
Member Accounting Manager
(907) 330-0102 Main
*** Direct
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I was signing up to the Alaska club for a 3 month trial period and when the person that signed me up asked me if I ever did a trial period before I said yes 10 years before she said it’ll be fine I can still do a 3 month trial period but instead they signed me up for a whole year saying I don’t qualify for the 3 month period because of prior trial and in order to cancel I have to pay them 800 dollars very underhanded and dirty tricks
Dear ***,
Your concerns were brought to my attention last week when I returned from vacation, I appreciate your patience while I had the chance to consider all details. Based on your recollection of what was discussed with you when you purchased your membership, I have agreed to waive the early cancel penalty you were billed last month in the amount of $676.78.
Your refund check should be mailed out within the next 1-2 weeks to the mailing address we have on file. If you have a different mailing address, please call our office between normal business hours so we can update the address before it's sent out. We are open Mon-Fri 7am-6pm and Saturday 9am-1pm.
I apologize for any frustration this may have caused you. Please don't hesitate to contact me directly if you have any further questions related to this account.
Sincerely,
Genevieve A.
Member Accounting Manager
(907) 330-0102 Main
*** Direct
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I am very disappointed with that service. One of Alaska club employee invited me to their open hours to take a look. The next step was to offer me a discount with 500$ and first month free and 20$ only for the 90 days. I singed the agreement and being told that I can cancel the membership any time during 3 months.
I realized I don't have a time to visit that place and today I called them to cancel it. The problem is that this company forcing clients to pay 500$ cancellation fee. What? For what? I didn't even visit that place 1 months.
The conditions and rules of that agreement was explained very brief. It was confusing but as I understand from conversation I suppose to pay just 20$ for and after 90 days will pay 104$ and have opportunities to cancel it.
THERE IS NO FLEXIBILITY FOR CUSTOMERS AT THAT POINT.
If you want to stop membership or you find a better place or you want to move so there is no option for you to cancel it.
I AM DONT RECOMMEND THIS PLACE!
NEVER TRUST SUCH A PLACE!
I VISITED GYM IN CHICAGO AND NEVER MET SUCH AN AWFUL CUSTOMER SERVICE.
BE CAREFUL AND ASK QUESTIONS BEFORE ACCEPTING THE OFFER WITH FIRST MONTH FREE.
THEY ARE NOT NEGOTIABLE.
THEY JUST WANT YOUR MONEY.
Dear ***,
Like most companies, The Alaska Club allows all potential members the opportunity to read their membership forms before agreeing to purchase a membership with us. Questions are always welcome, as we know this is a financial commitment.
Nevertheless, our records indicate your membership account was administratively cancelled (without penalty) due to your behavior towards staff in our facility. A letter confirming the cancellation should be received from our office within 1-3 business days.
We wish you well in your future fitness endeavors.
Sincerely,
Genevieve A.
Member Accounting Manager
(907) 330-0137
I am very disappointed with that service. One of Alaska club employee invited me to their open hours to take a look. The next step was to offer me a discount with 500$ and first month free and 20$ only for the 90 days. I singed the agreement and being told that I can cancel the membership any time during 3 months.
I realized I don't have a time to visit that place and today I called them to cancel it. The problem is that this company forcing clients to pay 500$ cancellation fee. What? For what? I didn't even visit that place 1 months.
The conditions and rules of that agreement was explained very brief. It was confusing but as I understand from conversation I suppose to pay just 20$ for and after 90 days will pay 104$ and have opportunities to cancel it.
THERE IS NO FLEXIBILITY FOR CUSTOMERS AT THAT POINT.
If you want to stop membership or you find a better place or you want to move so there is no option for you to cancel it.
I AM DONT RECOMMEND THIS PLACE!
NEVER TRUST SUCH A PLACE!
I VISITED GYM IN CHICAGO AND NEVER MET SUCH AN AWFUL CUSTOMER SERVICE.
BE CAREFUL AND ASK QUESTIONS BEFORE ACCEPTING THE OFFER WITH FIRST MONTH FREE.
THEY ARE NOT NEGOTIABLE.
THEY JUST WANT YOUR MONEY.
Dear ***,
Like most companies, The Alaska Club allows all potential members the opportunity to read their membership forms before agreeing to purchase a membership with us. Questions are always welcome, as we know this is a financial commitment.
Nevertheless, our records indicate your membership account was administratively cancelled (without penalty) due to your behavior towards staff in our facility. A letter confirming the cancellation should be received from our office within 1-3 business days.
We wish you well in your future fitness endeavors.
Sincerely,
Genevieve A.
Member Accounting Manager
(907) 330-0137
So I signed up for the gold membership from the Palmer location: I was told that after the 90 day period, which, by the way, hasn’t passed yet, I would have to pay $103 per month and I did not sign up for addition fees. Why am I being charge $266 when I was promised something different? Because of this I do not want a membership with the Alaska club. This mistake cannot be excused! I was lied to and I there was a breach in contract!! I’ll happily pay for the $103 but I want this rectified. You should’ve charge me for what I was promised, nothing more.
Dear ***,
I notice that you have been in contact recently with our Member Accounting office as well, thank you for reaching out. The representative you were working with today forwarded your request to me that I have approved. We agree to honor a 60 day notice of cancellation without penalty that I've approved. Our office will process the expiration of your membership effective 60 days from the date of this complaint and you will have use of your membership until it expires on 11/5/19. October will be the final month you are billed.
Please don't hesitate to contact me directly if you have any further questions or concerns related to your membership account.
Sincerely,
Genevieve A.
(907) 330-0137
So I signed up for the gold membership from the Palmer location: I was told that after the 90 day period, which, by the way, hasn’t passed yet, I would have to pay $103 per month and I did not sign up for addition fees. Why am I being charge $266 when I was promised something different? Because of this I do not want a membership with the Alaska club. This mistake cannot be excused! I was lied to and I there was a breach in contract!! I’ll happily pay for the $103 but I want this rectified. You should’ve charge me for what I was promised, nothing more.
Dear ***,
I notice that you have been in contact recently with our Member Accounting office as well, thank you for reaching out. The representative you were working with today forwarded your request to me that I have approved. We agree to honor a 60 day notice of cancellation without penalty that I've approved. Our office will process the expiration of your membership effective 60 days from the date of this complaint and you will have use of your membership until it expires on 11/5/19. October will be the final month you are billed.
Please don't hesitate to contact me directly if you have any further questions or concerns related to your membership account.
Sincerely,
Genevieve A.
(907) 330-0137
They sign you up for a membership (1yr). When my membership expired, they kept charging my credit card - for 2 years! They knew I wasn't using it - they just kept charging me.... When called on this issue they just hide behind some vague auto-renew language saying I had to give them 30 days notice to end my membership - but my membership had expired 2 years ago - but they kept collecting. Horrible business practices.
Dear ***,
Thank you for sharing your concerns and feedback with us, I'm very sorry to hear the frustration this created for you.
Your Alaska Club membership is billed based on the availability of our facilities and not usage on the account. We rely on our members to notify us when they need to make membership changes, to include cancellation. Membership cancellations are required in writing and processed based on the type of membership purchased and the date your written cancellation is received by our office.
To help serve as a reference, I included copies of your original forms. On page 3, your Addendum to Membership Agreement with 12-month Membership Commitment reads:
Article VI. Termination of Membership. Section 1. Voluntary Resignation is amended to read:
My initial membership is for a 12-month term, ending on 7/3/16. Membership does not automatically terminate at the end of the 12-month term but continues on a month to month basis after the initial 12-month term, subject to cancellation as provided in the Membership Agreement and/or this Addendum.
After 11 months of the initial term, I may give my 30 day written notice to terminate my membership with The Alaska Club. My voluntary resignation shall not be deemed effective until after the expiration of the 30-day notice period and after all required payments (dues and other charges) have been made by me to the Club. Subsequent to my voluntary resignation, I shall not be subject to any further dues or other charges. Non-use of the Club is not considered notice of cancellation. Written notice shall be sent to:
The Alaska Club
Member Accounting
The Alaska Club
5201 E Tudor Road
Anchorage, AK 99507
[email protected]
I hope this response will help better explain why your credit card continued to be billed on a monthly basis for your fitness membership.
I do see that you submitted a cancellation email to our office on 7/22/19, cancellation has been processed and set to expire on 8/22/19.
Sincerely,
Genevieve A.
(907) 330-0137
Complaint: ***
I am rejecting this response because it is a shady business practice. Evergreen clauses, as these are called, will auto-renew FOREVER and allow you to continue to charge people when the very first page of the contract says it is a 12 month contract... To bury evergreen language in the middle of the Addendum like that has the exact impact you wanted it to - to take advantage of the customer to keep charging them long after the 12 month contract expired. It is a shady business practice and you and I (and the Revdex.com) all know it. Multiple states have outlawed evergreen clauses or put restrictions on them to include the necessity to notify the party in writing 60 days before any evergreen auto-renewal occurs. In this case, you knew I had not been to the Club in 2 years, yet you continued to charge my credit card... Arguably, that violates the Alaska Unfair Trade Practices and Consumer Protection Act. In the minimum, it is simply a shady business practice, taking advantage of your customers.
Sincerely
Dear Robert,
After further consideration, we accept the desired outcome as a reasonable solution to your complaint. The Alaska Club will be processing a refund check to you in the amount of $948.09. This amount is equivalent to the payments made between September 2018 and August 2019. You should receive this refund within the next 7-10 business days at the address you provided in your complaint.
Please contact me immediately if you do not receive your refund by Aug. 30th.
I appreciate your time!
Sincerely,
Genevieve A.
(907) 330-0137
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I appreciate the business being willing to compromise and I will remove my complaints from the service once completed. My home mailing address is:
***
***
Anchorage, AK ***
Sincerely
They sign you up for a membership (1yr). When my membership expired, they kept charging my credit card - for 2 years! They knew I wasn't using it - they just kept charging me.... When called on this issue they just hide behind some vague auto-renew language saying I had to give them 30 days notice to end my membership - but my membership had expired 2 years ago - but they kept collecting. Horrible business practices.
Dear ***,
Thank you for sharing your concerns and feedback with us, I'm very sorry to hear the frustration this created for you.
Your Alaska Club membership is billed based on the availability of our facilities and not usage on the account. We rely on our members to notify us when they need to make membership changes, to include cancellation. Membership cancellations are required in writing and processed based on the type of membership purchased and the date your written cancellation is received by our office.
To help serve as a reference, I included copies of your original forms. On page 3, your Addendum to Membership Agreement with 12-month Membership Commitment reads:
Article VI. Termination of Membership. Section 1. Voluntary Resignation is amended to read:
My initial membership is for a 12-month term, ending on 7/3/16. Membership does not automatically terminate at the end of the 12-month term but continues on a month to month basis after the initial 12-month term, subject to cancellation as provided in the Membership Agreement and/or this Addendum.
After 11 months of the initial term, I may give my 30 day written notice to terminate my membership with The Alaska Club. My voluntary resignation shall not be deemed effective until after the expiration of the 30-day notice period and after all required payments (dues and other charges) have been made by me to the Club. Subsequent to my voluntary resignation, I shall not be subject to any further dues or other charges. Non-use of the Club is not considered notice of cancellation. Written notice shall be sent to:
The Alaska Club
Member Accounting
The Alaska Club
5201 E Tudor Road
Anchorage, AK 99507
[email protected]
I hope this response will help better explain why your credit card continued to be billed on a monthly basis for your fitness membership.
I do see that you submitted a cancellation email to our office on 7/22/19, cancellation has been processed and set to expire on 8/22/19.
Sincerely,
Genevieve A.
(907) 330-0137
Complaint: ***
I am rejecting this response because it is a shady business practice. Evergreen clauses, as these are called, will auto-renew FOREVER and allow you to continue to charge people when the very first page of the contract says it is a 12 month contract... To bury evergreen language in the middle of the Addendum like that has the exact impact you wanted it to - to take advantage of the customer to keep charging them long after the 12 month contract expired. It is a shady business practice and you and I (and the Revdex.com) all know it. Multiple states have outlawed evergreen clauses or put restrictions on them to include the necessity to notify the party in writing 60 days before any evergreen auto-renewal occurs. In this case, you knew I had not been to the Club in 2 years, yet you continued to charge my credit card... Arguably, that violates the Alaska Unfair Trade Practices and Consumer Protection Act. In the minimum, it is simply a shady business practice, taking advantage of your customers.
Sincerely
Dear Robert,
After further consideration, we accept the desired outcome as a reasonable solution to your complaint. The Alaska Club will be processing a refund check to you in the amount of $948.09. This amount is equivalent to the payments made between September 2018 and August 2019. You should receive this refund within the next 7-10 business days at the address you provided in your complaint.
Please contact me immediately if you do not receive your refund by Aug. 30th.
I appreciate your time!
Sincerely,
Genevieve A.
(907) 330-0137
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I appreciate the business being willing to compromise and I will remove my complaints from the service once completed. My home mailing address is:
***
***
Anchorage, AK ***
Sincerely
I signed up with the Alaska Club in April and told the gal I wanted the lowest plan possible because I’m a senior citizen on a fixed income. This woman kept pushing that I needed a consultation with a trainer and I was adamant and clear I didn’t want it and wanted the lowest priced plan they had. She told me it would be $75.00 monthly fee which is still high for me but I agreed. A week later, a trainer called me to setup an appointment and I was shocked this woman had signed me up when I specifically told her I didn’t need or wanted this. I left a voicemail requesting that this be canceled. On July 5, 2019, my credit card was billed $180.00. I want this charge reversed and either cancel my membership without penalty or give me the membership that was promised.
Dear ***,
Thank you for taking the time to contact us as an effort to help resolve your billing concerns. Upon reviewing your membership usage, I noticed that you use our Valley location, one of our Gold level facilities. The current rate for our Gold level membership is $103/month plus applicable sales tax, the rate you are currently being billed. I also see that you accepted a Membership Plus package that was complimentary until 6/30/19. In order to avoid being billed for this additional package, our office needed to be notified no later than 6/23/19 to remove the benefits. Nevertheless, I have since cancelled the Membership Plus benefits and reversed its charge in the amount of $39.82.
I see that you also purchased a one-year agreement, active through 4/22/2020. Due to any possible misunderstanding, I'd be willing to make the exception to honor the reduced rate of $75/month plus applicable sales tax through your commitment date. This offer only applies to this current agreement and ends if you have any changes to your membership or until 4/22/2020, whichever occurs first.
Your membership requires at least 30 day’s written notice to start the cancellation process. If you opt to keep the membership but do not want it to rollover after April 2020, you can submit an email to our office at any time prior to 3/22/2020 to ensure your membership does not continue after your commitment date. You can either email me directly or submit an email to our general email: [email protected].
However, if you decide to keep the fitness membership, your membership will resume billing at our current Gold Fitness Individual membership in May 2020 and will continue on a month to month basis until you submit your 30 day's notice in writing to our office as described above.
I have applied a total credit in the amount of $97.50 that will be returned to your card on file. This includes the difference in dues you’ve paid since joining and the Membership Plus charge I reversed. Please contact me directly if the return has not posted to your account by end of day Wednesday.
In Health,
Genevieve A.
(907) 330-0137
***@thealaskaclub.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I signed up with the Alaska Club in April and told the gal I wanted the lowest plan possible because I’m a senior citizen on a fixed income. This woman kept pushing that I needed a consultation with a trainer and I was adamant and clear I didn’t want it and wanted the lowest priced plan they had. She told me it would be $75.00 monthly fee which is still high for me but I agreed. A week later, a trainer called me to setup an appointment and I was shocked this woman had signed me up when I specifically told her I didn’t need or wanted this. I left a voicemail requesting that this be canceled. On July 5, 2019, my credit card was billed $180.00. I want this charge reversed and either cancel my membership without penalty or give me the membership that was promised.
Dear ***,
Thank you for taking the time to contact us as an effort to help resolve your billing concerns. Upon reviewing your membership usage, I noticed that you use our Valley location, one of our Gold level facilities. The current rate for our Gold level membership is $103/month plus applicable sales tax, the rate you are currently being billed. I also see that you accepted a Membership Plus package that was complimentary until 6/30/19. In order to avoid being billed for this additional package, our office needed to be notified no later than 6/23/19 to remove the benefits. Nevertheless, I have since cancelled the Membership Plus benefits and reversed its charge in the amount of $39.82.
I see that you also purchased a one-year agreement, active through 4/22/2020. Due to any possible misunderstanding, I'd be willing to make the exception to honor the reduced rate of $75/month plus applicable sales tax through your commitment date. This offer only applies to this current agreement and ends if you have any changes to your membership or until 4/22/2020, whichever occurs first.
Your membership requires at least 30 day’s written notice to start the cancellation process. If you opt to keep the membership but do not want it to rollover after April 2020, you can submit an email to our office at any time prior to 3/22/2020 to ensure your membership does not continue after your commitment date. You can either email me directly or submit an email to our general email: [email protected].
However, if you decide to keep the fitness membership, your membership will resume billing at our current Gold Fitness Individual membership in May 2020 and will continue on a month to month basis until you submit your 30 day's notice in writing to our office as described above.
I have applied a total credit in the amount of $97.50 that will be returned to your card on file. This includes the difference in dues you’ve paid since joining and the Membership Plus charge I reversed. Please contact me directly if the return has not posted to your account by end of day Wednesday.
In Health,
Genevieve A.
(907) 330-0137
***@thealaskaclub.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Alaska Club kept billing us for membership After we personally went into the Eagle River, AK club September 16, 2018, advised we were cancelled membership as we were moving out of Alaska that day. They asked us to write down the information, Which we did and handed to them and left, we provided membership number, telephone #, email address, reason for cancelling and new address. Please note this is the same Alaska Club location near our home were we had had originally signed up for membership, and before signing up had explained BP was relocating us back to Houston in a few months and couldn't commit to a year membership. We were told by the manager before we sign the contract that was not a problem and all we needed to do was to was just let them know and they would cancel the membership without penalty.
As far as we knew everything was cancelled and forgotten. However we received a letter address to the new Texas address dated APRIL 5, 2019 (8 months after moving from Alaska) stating we were 90 days past due and billing us for $399.96 and it would be turned over to Collections. We checked our banking account and learned Alaska Club and continued billing membership through Auto Pay for not only September which is ok with us, but also Oct., Nov., and December. Then the AutoPay expired. Thus the April letter stating 90 days past due.
My wife contacted the Alaska Club accounting office and was told she needed to "provide some proof we had indeed moved out of state. She emailed proof from US Post Office of our permanent change of address, which the Alaska Club had been previously been send a copy direct by the US Post Office. We ask for reimbursement of the Oct. thru December membership charges, and to delete the billing for 2019, closing the account. We have telephoned, have e-mailed and wrote letters multiple times and Alaska Club refuses to do anything about their mistake; and was sent the account to Collections. This is a straight out scam.
Dear ***,
I appreciate you reaching out and hope that this response helps shed some light on why you continued to be billed and what we believe to be a fair resolution.
To help serve as a reference, I attached copies of the membership application/addendum that explains your membership terms and specific information on how and where to submit membership cancellations. Staff members at other facilities in other departments do not have the same security access to member accounts as our office does nor are they trained in our billing/accounting practices and policies. Unfortunately, our office doesn't have record of receiving a cancel request forwarded from our Eagle River location, which explains why you have continued to be billed.
Our records indicate that a representative spoke with your wife on 3/14/19, at which she explained she cancelled the membership verbally and did not submit something in writing. The last communication prior to this call was on 6/4/18 when your wife inquired about possibly adding her sister to your family membership, which was not approved. Looking over the account, the scan card that was attached to your wife's account continued to be used regularly between November 2018 thru February 2019 until we deleted it from the account after your wife explained she was not the one using it.
Nevertheless, after considering your complaint, we agree to cancel your membership under your agreement terms, based on the provided date of 9/16/18. A 30-day notice of cancellation is required under all one year agreements, making your cancellation effective 10/16/18. This will reduce your collection balance from $399.96 to $75.50.
We have notified *** Credit Services of this update, you are welcome to contact *** Credit Services directly to arrange payment at (907) 770-8100.
Sincerely,
Genevieve A.
(907) 330-0137
Alaska Club kept billing us for membership After we personally went into the Eagle River, AK club September 16, 2018, advised we were cancelled membership as we were moving out of Alaska that day. They asked us to write down the information, Which we did and handed to them and left, we provided membership number, telephone #, email address, reason for cancelling and new address. Please note this is the same Alaska Club location near our home were we had had originally signed up for membership, and before signing up had explained BP was relocating us back to Houston in a few months and couldn't commit to a year membership. We were told by the manager before we sign the contract that was not a problem and all we needed to do was to was just let them know and they would cancel the membership without penalty.
As far as we knew everything was cancelled and forgotten. However we received a letter address to the new Texas address dated APRIL 5, 2019 (8 months after moving from Alaska) stating we were 90 days past due and billing us for $399.96 and it would be turned over to Collections. We checked our banking account and learned Alaska Club and continued billing membership through Auto Pay for not only September which is ok with us, but also Oct., Nov., and December. Then the AutoPay expired. Thus the April letter stating 90 days past due.
My wife contacted the Alaska Club accounting office and was told she needed to "provide some proof we had indeed moved out of state. She emailed proof from US Post Office of our permanent change of address, which the Alaska Club had been previously been send a copy direct by the US Post Office. We ask for reimbursement of the Oct. thru December membership charges, and to delete the billing for 2019, closing the account. We have telephoned, have e-mailed and wrote letters multiple times and Alaska Club refuses to do anything about their mistake; and was sent the account to Collections. This is a straight out scam.
Dear ***,
I appreciate you reaching out and hope that this response helps shed some light on why you continued to be billed and what we believe to be a fair resolution.
To help serve as a reference, I attached copies of the membership application/addendum that explains your membership terms and specific information on how and where to submit membership cancellations. Staff members at other facilities in other departments do not have the same security access to member accounts as our office does nor are they trained in our billing/accounting practices and policies. Unfortunately, our office doesn't have record of receiving a cancel request forwarded from our Eagle River location, which explains why you have continued to be billed.
Our records indicate that a representative spoke with your wife on 3/14/19, at which she explained she cancelled the membership verbally and did not submit something in writing. The last communication prior to this call was on 6/4/18 when your wife inquired about possibly adding her sister to your family membership, which was not approved. Looking over the account, the scan card that was attached to your wife's account continued to be used regularly between November 2018 thru February 2019 until we deleted it from the account after your wife explained she was not the one using it.
Nevertheless, after considering your complaint, we agree to cancel your membership under your agreement terms, based on the provided date of 9/16/18. A 30-day notice of cancellation is required under all one year agreements, making your cancellation effective 10/16/18. This will reduce your collection balance from $399.96 to $75.50.
We have notified *** Credit Services of this update, you are welcome to contact *** Credit Services directly to arrange payment at (907) 770-8100.
Sincerely,
Genevieve A.
(907) 330-0137
Paid for pool party for my child. Paid the required deposit when booking, and the remainder on the date of the party. Without any attempts to contact or notify me I was then billed in June for the whole amount of the party again. Speaking with the billing department they claim the system did not show I had paid. Submitted proof of payment while charge was still pending on my account. Charge processed through anyways, once my account was charged I then submitted proof of charge clearing and was told they can only mail checks for the refund and that they can not refund the same way they took the funds. They claim check was mailed 13 days ago. Check has not been received and still waiting on refund.
Our office reached out to Mr. this morning. After verifying the check has not cleared, we have placed a stop payment on the original refund check mailed out on 6/7/19 and will have a new refund check ready for him. He intends to pick up either today or tomorrow.
Thank you,
Genevieve A.
Member Accounting Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Paid for pool party for my child. Paid the required deposit when booking, and the remainder on the date of the party. Without any attempts to contact or notify me I was then billed in June for the whole amount of the party again. Speaking with the billing department they claim the system did not show I had paid. Submitted proof of payment while charge was still pending on my account. Charge processed through anyways, once my account was charged I then submitted proof of charge clearing and was told they can only mail checks for the refund and that they can not refund the same way they took the funds. They claim check was mailed 13 days ago. Check has not been received and still waiting on refund.
Our office reached out to Mr. this morning. After verifying the check has not cleared, we have placed a stop payment on the original refund check mailed out on 6/7/19 and will have a new refund check ready for him. He intends to pick up either today or tomorrow.
Thank you,
Genevieve A.
Member Accounting Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I was referred to the Alaska Club. On 7/23/18, I toured the West facility and got bombarded with joining the club. In order to leave the facility, I signed my name quickly to the forms given to me. My membership was for $99 per month with the $500 waived and a free fitness consultation. I went to the fitness consultation. I did not give the Alaska Club authorization to use an ACH to pay for my monthly membership. Right after I attended the free fitness consultation, the Alaska Club began withdrawing $202. from my checking account. Since I have not been working, I noticed that my bank balance was extremely low. This is how I found out that the Alaska Club was taking out $202.67 rather than $99 per my membership agreement. I did not authorize any additional costs to be added to my membership. I am asking that the Alaska Club refund me the total amount they withdrew from my account which is $1,757.36. Since the Alaska Club breached the agreement I signed, I have written a letter requesting the full reimbursement of this transaction. I also did not give them permission to use an ACH on my membership account.
I find their practice of rushing an individual then bullying that person into signing up for a membership very disturbing. I also feel that they manipulate you into a membership by not allowing you to exit the establishment until you sign the form. The business practice of increasing a membership without consent is also extremely disturbing. Using the ACH without permission is also extremely disturbing.
Dear ***,
I appreciate you reaching out to The Alaska Club to help resolve your concerns and am very sorry to hear of your frustration with your membership account.
To help understand why you were billed for services, I attached copies of your membership forms to serve as a reference in case you do not have your copies any longer. In addition to the membership forms, I have included a copy of the Agreement for Payment form, Membership Plus agreement, and Team Training agreement.
Our records indicate the banking information you provided initially returned as invalid. However, we have record that you called our office on 8/3/18 to provide us with your current banking information for future drafts. The Agreement for Payment form attached shows the payment authorization that was signed.
The promotion you signed under included 2 months free of Membership Plus benefits and 2 months free of Team Training - both were complimentary until the end of September 2018. To avoid being billed after their trials ended, our office needed to be notified by 9/23/18 (per agreements attached). I do see that a representative you spoke with on 5/13/19 agreed to reverse all the Membership Plus charges applied between January-May 2019. In addition, I will reverse the Membership Plus charges applied between Oct 2018 - Dec 2018 which clears the outstanding balance currently owed for both May 2019 and June 2019.
In an effort to help resolve this while also extending you the option to use our facilities equal to the period of time you paid for; our office will keep your membership active at no cost and have set it to automatically expire April 1, 2020. All additional services have been removed (Membership Plus and Team Training), this membership is strictly for fitness privileges and to take advantage of our Group Fitness Classes, pool, free weights. No further action is required from you to ensure your membership expires in April and you will not be billed any membership dues.
To get started, all you need to do is go to any of our staffed front desks to have your photo taken and a member scan card issued. Our website (thealaskaclub.com) offers information about services and what amenities are available at each location. Your Gold level membership permits you access to all locations except our Summit location that is attached to our South club.
Please don't hesitate to contact me directly if you have any further questions or concerns related to your account, thank you for your patience!
Sincerely,
Genevieve A
Member Accounting Manager
(907) 330-0102
Complaint: ***
I am rejecting this response because: the agreement was breached when Alaska Club added additional costs after one month. They made a copy of my bank card and began using this to withdraw the funds. I felt bullied into signing up for the membership and finally, I never used any of the facilities. I did not feel comfortable at any of the facilities because of how I felt I was bullied into getting a membership I would never use. Alaska Club drained my finances. I wasn’t aware that these funds were being taken out of my account. Now I have NSF charges because of Alaska Club. I have nothing left in my bank account. I’ve been planning on goin back to college but now, I will have to wait.
I haven’t had to deal with businesses like the Alaska Club. I have learned not to hand over my bank card.
I don’t have money to waste on this expensive program Alaska Club began charging me via withdrawal.
Sincerely
I was referred to the Alaska Club. On 7/23/18, I toured the West facility and got bombarded with joining the club. In order to leave the facility, I signed my name quickly to the forms given to me. My membership was for $99 per month with the $500 waived and a free fitness consultation. I went to the fitness consultation. I did not give the Alaska Club authorization to use an ACH to pay for my monthly membership. Right after I attended the free fitness consultation, the Alaska Club began withdrawing $202. from my checking account. Since I have not been working, I noticed that my bank balance was extremely low. This is how I found out that the Alaska Club was taking out $202.67 rather than $99 per my membership agreement. I did not authorize any additional costs to be added to my membership. I am asking that the Alaska Club refund me the total amount they withdrew from my account which is $1,757.36. Since the Alaska Club breached the agreement I signed, I have written a letter requesting the full reimbursement of this transaction. I also did not give them permission to use an ACH on my membership account.
I find their practice of rushing an individual then bullying that person into signing up for a membership very disturbing. I also feel that they manipulate you into a membership by not allowing you to exit the establishment until you sign the form. The business practice of increasing a membership without consent is also extremely disturbing. Using the ACH without permission is also extremely disturbing.
Dear ***,
I appreciate you reaching out to The Alaska Club to help resolve your concerns and am very sorry to hear of your frustration with your membership account.
To help understand why you were billed for services, I attached copies of your membership forms to serve as a reference in case you do not have your copies any longer. In addition to the membership forms, I have included a copy of the Agreement for Payment form, Membership Plus agreement, and Team Training agreement.
Our records indicate the banking information you provided initially returned as invalid. However, we have record that you called our office on 8/3/18 to provide us with your current banking information for future drafts. The Agreement for Payment form attached shows the payment authorization that was signed.
The promotion you signed under included 2 months free of Membership Plus benefits and 2 months free of Team Training - both were complimentary until the end of September 2018. To avoid being billed after their trials ended, our office needed to be notified by 9/23/18 (per agreements attached). I do see that a representative you spoke with on 5/13/19 agreed to reverse all the Membership Plus charges applied between January-May 2019. In addition, I will reverse the Membership Plus charges applied between Oct 2018 - Dec 2018 which clears the outstanding balance currently owed for both May 2019 and June 2019.
In an effort to help resolve this while also extending you the option to use our facilities equal to the period of time you paid for; our office will keep your membership active at no cost and have set it to automatically expire April 1, 2020. All additional services have been removed (Membership Plus and Team Training), this membership is strictly for fitness privileges and to take advantage of our Group Fitness Classes, pool, free weights. No further action is required from you to ensure your membership expires in April and you will not be billed any membership dues.
To get started, all you need to do is go to any of our staffed front desks to have your photo taken and a member scan card issued. Our website (thealaskaclub.com) offers information about services and what amenities are available at each location. Your Gold level membership permits you access to all locations except our Summit location that is attached to our South club.
Please don't hesitate to contact me directly if you have any further questions or concerns related to your account, thank you for your patience!
Sincerely,
Genevieve A
Member Accounting Manager
(907) 330-0102
Complaint: ***
I am rejecting this response because: the agreement was breached when Alaska Club added additional costs after one month. They made a copy of my bank card and began using this to withdraw the funds. I felt bullied into signing up for the membership and finally, I never used any of the facilities. I did not feel comfortable at any of the facilities because of how I felt I was bullied into getting a membership I would never use. Alaska Club drained my finances. I wasn’t aware that these funds were being taken out of my account. Now I have NSF charges because of Alaska Club. I have nothing left in my bank account. I’ve been planning on goin back to college but now, I will have to wait.
I haven’t had to deal with businesses like the Alaska Club. I have learned not to hand over my bank card.
I don’t have money to waste on this expensive program Alaska Club began charging me via withdrawal.
Sincerely
Management of Aquatics and other employees handled a extremely important task for the way they treat members of their community. I was insulted by them, they broke their mission statement by telling people they are to fat/heavy to be a member of the gym to become healthier and fit. Management is breaking the laws of the statues and limitations of customer services. Alaska club handled the case with unworthy causes. This gym is forfeiting the agreement that customer needs.
Hello ***,
Your concerns were immediately forwarded to our Director of Operations so a proper investigation can be held. After he reviewed video surveillance and interviewed witnesses and staff, it was determined there was a huge misunderstanding when our lifeguard attempted to enforce our slide rule of "one person at a time". Our Director stated he called and communicated these findings to you today.
However, since you are not interested in continuing with your membership, he has approved your request to cancel your membership without penalty. A full refund for April's draft will be mailed in the form of a refund check, your membership was cancelled effective immediately. If you do not receive your refund check within the next 2 weeks, please don't hesitate to contact me directly.
Sincerely,
Genevieve A.
(907) 330-0137
Management of Aquatics and other employees handled a extremely important task for the way they treat members of their community. I was insulted by them, they broke their mission statement by telling people they are to fat/heavy to be a member of the gym to become healthier and fit. Management is breaking the laws of the statues and limitations of customer services. Alaska club handled the case with unworthy causes. This gym is forfeiting the agreement that customer needs.
Hello ***,
Your concerns were immediately forwarded to our Director of Operations so a proper investigation can be held. After he reviewed video surveillance and interviewed witnesses and staff, it was determined there was a huge misunderstanding when our lifeguard attempted to enforce our slide rule of "one person at a time". Our Director stated he called and communicated these findings to you today.
However, since you are not interested in continuing with your membership, he has approved your request to cancel your membership without penalty. A full refund for April's draft will be mailed in the form of a refund check, your membership was cancelled effective immediately. If you do not receive your refund check within the next 2 weeks, please don't hesitate to contact me directly.
Sincerely,
Genevieve A.
(907) 330-0137