The Maxx Fitness Clubzz

Member [redacted] signed a Personal training agreement, that she has a copy of, that states that we require a 30 day written notice to cancel automatic billing of personal training payment. We bill every month on the 3rd.  The member called on 10/3/16, which is the day of the charge she is disputing. She was explained that there is a 30 day written notice of cancellation once again on the phone. We stopped her billing going forward. But she is not entitled to a refund when she did not follow proper protocol for the agreement signed.

The member updated her billing information properly.  We do require two forms of billing, which is always explained to any member updating billing information.  The assistant manager on staff that evening was attempting to explain why the charges went through as they did, but was...

continually talked over by the member.  The charges on her account are valid.  The new billing information is correct. However, the monthly charge of $10 did not go through because of insufficient funds in her account.  When a monthly fee returns there is always a $10 return item fee attached to the attempted transaction.  If the member was overcharged we ask for a printed out bank statement, this way we can see what transaction occurred, when they occurred, and if the transactions are posted or pending.  Any overcharges shown on a document would be refunded.  Printed documentation is required per company policy, we are unable to look at statement via mobile devices.  The assistant manager attempted to explain this to the member, however the member was uncooperative when it came to listening to what the he had to say.  Currently the members billing information is up to date but the monthly transaction continues to return due to insufficient funds resulting in the added late fee onto the account balance.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
 
Regards,
[redacted]

The attached file for [redacted]'s still needs to be paid, per membership agreement.  In the agreement, which was signed and dated, the memeber needed to cancel via certified letter or by filling out the cancel form at the club.  Neither was done.  
Attached is membership...

agreement.  The membership will remain in balance until paid in full.
Maxx Fitness clubzz

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my...

issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I have a copy of the cancelation letter that I sent. I will be happy to mail a copy . I am also contacting the Rhode Island Attorney General's office regarding this matter.  [redacted]

[redacted] originally signed up in February of 2012.  None of his payments went through for this membership, which accrued a total balance of $449.  In July of 2014 he came in to join again.  He attempted to start as a brand new membership stating he's never been...

here before.  Once he was entered in the computer system the General Manager a the time caught the dual entry and called him up about his balance.  They agreed on clearing out the previous balance completely, which can be seen on the billing history attached.  Just to clarify the $449 balance was removed in July of 2014.  [redacted]'s new membership developed a balance within the first month due to invalid billing information.  We contact our members via e-mail and text through an automated system multiple times each month to have the members come in update their billing info and pay any balance.  We also call as many of these members as we physically can. Any member that is between one and three months past due we will physically call.  [redacted] has not responded to any of these messages.  No attempts were made on his part to fix the billing issue.  As you can also see attached is [redacted]'s usage history, he has not been here since that day in July of 2014. His account currently has a balance of $438.37.  We have not received a cancellation from [redacted]. Our staff is very thorough with billing issues and cancellations.  We take pride in the cleanliness of our facility as well as the staff that takes care of our members here.

We are the [redacted] Maxx Fitness.  Please address this to the Lincoln Maxx Fitness.  We have brought this to the attention of managment there. Please follow up with them. Unfortunately I am unable to assist in this matter.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]s
Max fitness misled me on taking funds out for 2 years straight with an account that's closed, even if I didn't  cancel, isn't there a time when they stop charging me and send my account to the credit bureau?

According to our cancellation policy the customer can either cancel in person, or send certified mail for cancellation. If the customer moved which it sounds like they did they can send it through certified mail and is in accordance with our cancellation policy. Thank you

I got a membership a cuple of days a go at maxx at Bethlehem PA because they have Zumba classes tuesdays and Thursdays at 9:00pm my son went with me and he like it so agot one membership for him too.Then I went with my son and one of his friend that wanted to try it too and they told me that they were not going to have zumba anymore at that time...I am very upset and disappointed I got does membership because of zumba .If they don't fix this Im going to cancel bouth membership and go to golds.I hope they fix this before the lose 2 members.Im very disappointed VERY...

This place is a [redacted] joke! I canceled my membership back on 12/2017 and I got billed for January. I called the Allentown site and spoke to an April and she stated that when you cancel, you are still charge another 30 days "so you can still use the gym for 30 more days after cancellation." I told her I canceled due to moving, I don't need to use their gym for another 30 days. She said this was policy and that I signed off on it. I told her that when I called to cancel my membership and was told they cannot do it over the phone and had to come in. I came in and saw a gentleman that did the "paperwork" on the computer and my membership was canceled, I just had to sign. April said that what I signed was an agreement for an extra 30 day charge which I was never told. I asked them to send me a copy of what I signed and she claim that in my contract when I initially signed up states that also. Again, she cannot email me a copy. Very pissed off that you can make me sign a contract and have all these records for money due but cannot provide me a copy of my cancellation. I said that I shouldn't have to pay for another month if I haven't been going and would like a credit. She couldn't do that either. What are they able to do? Never going back and will spread the news about your bs contract and cancellation "policy".

I hate those people is the worst gym ever they stole your money the only thing they care to take people money I hate those people

Review: Hello. to whom it may concern I have reached out to the local manager Mike of the [redacted] location to voice my opinion of there gym. I would like to file a complaint and if this request is not I have included below the issues of my complaint and concerns for that it has put my wife in an uncomfortable situation. I do not feel I should be charged any further charges to pay for these memberships or any cancellation fees. I have spoke to Mike in regards to the situation the branch manager of [redacted] if you have any questions please contact Mike or myself . We would like to cancel our 3 gym memberships. We don’t feel comfortable at all!!!! If you look on our accts you will see we have not been there in quite some time. My wife had her rear end touched, you can never get on any equipment and people are very rude!! I don’t want to subject myself, son & wife to a gym like that. We paid to come and workout no deal with all the drama that has happened. Because of these circumstances I feel we should not be responsible for a termination fee and should be refunded our money back that has been taken out already as I said look at our accts you will see when we signed up and how many times we came. Please contact me or Mike ASAP with a response as the next $60.00 will be taken out this Friday Oct 3. I find it ridiculous to pay for this gym when we don’t attend for the above reasons.Desired Settlement: refund

Review: I started going to the gym I was talking with the personal trainer, I need a trainer the way he explain to me was there is a deposit of $100.00 then $207.00 plus the gym which was $20.00 for the next 3 mons in total it is going to be $721.00 when month number #4 came the took out $207.00 plus the gym I called them the manger his name is [redacted] said he explain it to me wrong the manger [redacted] started yelling at me I told him I am not a child nor his women to yell at me and that I wanted a refund back he said that he called corp the DM [redacted] called me he was upset in the way [redacted] was yelling at me and that he was going to call me back that my refund was $350.00 because I took some time off from training because I was away and we don't lose what we didn't use this was in July and I am still waiting on my refund I called many of time and no one calls me back I just want my money. in July I canceled my membership my firend told me to write to you guys the Revdex.com.Desired Settlement: I Just want my refund there is no way I can ever go to that gym ever again.

Consumer

Response:

To whom it may concern;

When I spoke to [redacted] he was so rude to me, when I talked with the DM [redacted] I told him how rude [redacted] was and that he told me the wrong information, I never got to use all my training sections and I had to get back my section money because I had so many left over. when they charged my account I never got a refund and when I canceled my account the part it ask for the reason I said because I never got my refund. and till this day I still haven't received my refund. this gym is not a place where you want to spend your money at anyone if you have a problem they will lie and tell you they will take care of it, they won't they said they will call you back and they never do.

This place is a joke and they do not care about their customers.

[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:

Regards,

Review: In summer of 2012, I signed up for a no contract/cancel anytime $19.99/mo club membership at Maxx Fitness [redacted] Pa. Late November 2012, I went to location and handed in my card and said I wanted to cancel my membership, the gentleman behind the counter did a couple things in the computer and then told me it was all set. In April 2013, my employer relocated me to [redacted], Va which is where I presently reside. In November 2013, I received an email from a company called "[redacted]" stating I owed Maxx Fitness $378.00 for my membership. I contacted them they said I owe a years worth of dues because my account was active. They lowered the amount to $300 and said I had to set up payments or be turned into the credit bureau and further collections. I set up payments of $20 on the 6th and 20th of month which started in December. After this was done, I contacted the club manager about the situation and how come I was never notified by email, phone or mail that this account was still active? He asked if I had filled out a cancel form and I said no and he said he was going to look into it for me and get it resolved. He called me back a couple weeks later and said the membership was never canceled and they tried collecting the fee every month till the one year mark than gave up and turned it over to [redacted]. I again asked why was I contacted about this at any point during that year and that I don't even live in Pa anymore and couldn't attend club if I wanted to and he said they don't do that but he was going to talk to the owner and get this resolved. It's now

been two months and I am still paying money to [redacted] and have not been able to reach club manager and he has not gotten back to me with any resolution.Desired Settlement: The second time I spoke with club manager I told him if I had to pay something due to membership not being canceled correctly,(as he stated) I would pay for membership til April 2013 ( $19.99 x 4 = roughly $80) but since I no longer live in the state of Pa would NOT pay for anything past then. Since he has not bothered to correct this situation properly or contact me in anyway, I would like all thmoney I paid to [redacted] returned and that collection action canceled (in writing) and this whole thing dropped. This is a very bad business and customer service situation and have never dealt with anything so terrible in my life.