The Fitness Equation

Thank you for reaching out to The Fitness Equation per this complaint. The Fitness Equation continues our interest in reaching a resolution. Below is my account of the relationship between "our customer" who filed complaint Revdex.com ID: 12516315 and The Fitness Equation as I have been identified as the employee in question from TFE by our customer.
One of our Charter Members from before The Fitness Equation officially opened for business referred our customer to The Fitness Equation. had the pleasure of enrolling the member and their family who referred our customer and we kept in touch often. Our customer and discussed the membership options available in full detail and she was given as much time as she wanted to ask as many questions as she wanted regarding the membership and the policies and regulations associated. Our customer elected for the 24-Month Membership as it offered the lowest monthly dues. She was given a 50% discount on the standard One-Time enrollment fee and a Free Health Assessment to be administered one-on-one with a Personal Trainer, as part of a promotion with her enrollment. Our customer had expressed interest in a lower monthly membership rate as her friend who referred her, had lower dues because she enrolled at lower rates before the gym opened. I shared that the monthly rates available were firm but that as a business professional, our customer could see if her employer or coworkers would be interested in establishing a Corporate Membership with TFE with a minimum number of their employees enrolling into membership at TFE. If this were to occur, TFE would be able to adjust her rate and her coworker's rates to the discounted Corporate Rate from the moment the Corporate was established. Continued to stay in touch with our customer on this Corporate opportunity monthly via
email as do all prospective Corporate point of contacts until a time in which they state their interest is otherwise.
Our customer enrolled on 10/07/16 with a start date of 10/10/16 as she stated she would not be using the gym until then. Per our customer's request I added notation to her account allowing her Free Access a day prior to the start date as she did want to come in that day, 10/09/16, after all.
An email was sent to our customer with her initial down payment invoice on the date she enrolled, 10/7/16. I also personally sent an email to our customer on 10/7/16 welcoming her to The Fitness Equation, letting her know about some of her benefits as a member, and to that email, attached a copy
THE FITNESS EQUATION of her signed membership agreement. This email address is the same email address that our customer and I communicated over between the date she joined, 10/7/16 and 1/25/17 when she stated over email that she wanted to cancel her membership because she was not using it, responded to Our customer the very same day, 1/25/17 letting her know I would like to help her take advantage of her membership and that not using the membership was not a qualifying reason for cancellation per the regulations and policies of the membership agreement. Our customer responded the same day stating she still wanted to cancel. responded the same day in an effort to resolve the situation and invited our customer to meet with me in person to ensure there was no miscommunication going forward, Emails went back and forth on 1/25/17, myself explaining the membership agreement our customer signed and was in possession of since the day she enrolled and inviting her to meet with me in person, and our customer refusing to meet with me or discuss further and demanding the membership be cancelled.
Over the next several months our customer's membership account balance went past due as she did not make her monthly payments. Attempts to reach our customer by phone and email were made to inform her that her account was past due, and it needed to be updated. On April 6, 2017 there was email correspondence between TFE and our customer to which we stated she was past due. She stated the membership had been cancelled previously. I reached out to our customer on April 7, 2017 to inform her the membership had not been cancelled as she did not qualify for cancellation per her request. attempted to settle with our customer outside the terms of her membership agreement. Per the signed membership agreement at the time our customer owed TFE $443.00 and offered to settle with her for 50% of this amount or $221.50. I also offered our customer the option to transfer her membership per the transfer clause in TFE's membership agreement. This clause is specific to when a member relocated greater than 25 miles from the address provided at the time they enrolled and any The Fitness Equation location. Our customer did not qualify for this option, but it was given to her to in an attempt of resolution outside the legal system. Our Customer did not respond to my offer,
On May 8, 2017 our customer was mailed a letter to the residence address provided at the time she enrolled into membership, stating.
Dear (our customer's first and last name),
The staff of The Fitness Equation ("TFE") would like to take this opportunity to thank you for your continued patronage. We sincerely hope you are enjoying your TFE membership and are on the way to achieving your fitness goals. If we can be of any service to you, please do not hesitate to contact us.
On another matter, we have received notice from our billing company that your membership is ninety (90) days past due. Arrangements need to be made to bring your account current within the next seven (7) business days. If arrangements are not made in accordance with your agreement, we will have no alternative but to turn your account over to an attorney for collection. Please be advised once the (7) business days expire your entire contract balance will be accelerated for the remaining term of your Agreement, your membership privileges will be revoked, and the accelerated balance will then be due and owing on that date. If your account is turned over to an attorney for collection you will also be responsible for payment of all court costs and attorney fees in the amount of 33.33% of the accelerated
THE FITNESS ÉQUATION balance due. Please give us a call at 703-858-2200 so we can bring your account current.
Once our customer's membership agreement exceeded 90 days delinquent, her account was turned over to collections. According to our customer, she was summoned to court where she asked for a continuance. She then came to TFE and requested to meet with me, finally. 1 shared with our Customer that her account was in collections. I further stated that did not know what the amount she owed would be, as there were now court and attorney fees claimed pursuant to the contract. I stated our customer needed to reach out to the contact information provided to her in court or in her summons paperwork. also stated would have the Collections attorney reach out to her and she would need to communicate with them, not TFE, going forward.
Thank you for your consideration in evaluation this complaint and for the opportunity to present my side of the dispute