The Ridge Athletic Club

I am in receipt of your BBB complaint letter to the Ridge Athletic Club dated 11/30/2016. I would assume that this letter was sent prior to the other correspondence I have had with Ms. [redacted] since this filing. Here is our side of the story; Ms. [redacted] took time out of her day to... fill out 7 or 8 comment cards explaining that she was disappointed with nearly every department within our club. Perhaps she had been having a bad day at that time, but each comment discussed an item that, with the exception on 1 or 2, could not be fixed (i.e. more changing rooms in the women's locker room when it's architecturally not possible). We take our customer concerns very seriously and do our best to contact each person who fills out a comment card. Ms. ***, we try to be an exceptional club; one that is great for every person who walks through our door. As you know, even with that as a goal, we are simply not going to be a good fit for a certain amount of the population. Ms. [redacted] was contacted the day we retrieved the comments and each comment was addressed. It became obvious that we simply were not going to be able to make Ms. [redacted] happy at our facility, and rather than having a member here who was not satisfied and unhappy, we chose to cancel her contract and provide her with an opportunity to find a facility that would work better for her. This was explained, in depth, and after much discussion that seemed to be going nowhere, our owner decided to abruptly end the conversation, by saying, "Thank you very much. I have to go," and hanging up the phone. Please understand that we are NEVER intentionally rude. Later that day, I personally spoke with Ms. [redacted] to discuss the situation. We discussed each comment again and I told her that, with the understanding that we would try to be the very best club that we could be, she was certainly welcome to continue on with her membership, if she felt that we were a good fit for her. When our phone call ended, I was under the impression that we had come to an agreement that they would continue on with there membership, and that I would be their contact in the club to personally discuss any concerns that they may have going forward. I later learned that Ms. [redacted] had chosen to leave the membership and had requested that her initiation fee be refunded. I authorized the $175 refund, which was well within our rights to keep, and it was refunded almost immediately. We are very sorry that we were not a great fit for Ms. Burdette, but as I stated, we do understand that we are not a perfect fit for every person. It is our sincere hope that Ms. [redacted] and her family find a facility that works well for them. Please do not hesitate to contact me with any questions. -- Darrell C [redacted] Chief Operations Officer Ridge Athletic Clubs [redacted] @ridgeathletic.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 meThe owner (Steve R***) of this business has still never reached out to me to offer my an apology, at which time I decided it be best that they pay back the initiation fee and go our separate waysAnd Darrell's recreation of the conversation is VERY different than what actually happened, but I understand he is covering for Steve's poor handling of the situationDue to the owners inability to own up to his actions and offer an apology I will not return to this business nor recommend it to anyone, furthermore anyone who asks my opinion on this business will hear the full story from how I was treated.
Sincerely, *** ***

I am in receipt of your Revdex.com complaint letter to the Ridge Athletic Club dated 11/30/2016. I would assume that this letter was sent prior to the other correspondence I have had with Ms. [redacted] since this filing. 
 
Here is our side of the story; Ms. [redacted] took time out of her day to...

fill out 7 or 8 comment cards explaining that she was disappointed with nearly every department within our club. Perhaps she had been having a bad day at that time, but each comment discussed an item that, with the exception on 1 or 2, could not be fixed (i.e. more changing rooms in the women's locker room when it's architecturally not possible). We take our customer concerns very seriously and do our best to contact each person who fills out a comment card.
 
Ms. [redacted], we try to be an exceptional club; one that is great for every person who walks through our door. As you know, even with that as a goal, we are simply not going to be a good fit for a certain amount of the population. Ms. [redacted] was contacted the day we retrieved the comments and each comment was addressed. It became obvious that we simply were not going to be able to make Ms. [redacted] happy at our facility, and rather than having a member here who was not satisfied and unhappy, we chose to cancel her contract and provide her with an opportunity to find a facility that would work better for her. This was explained, in depth, and after much discussion that seemed to be going nowhere, our owner decided to abruptly end the conversation, by saying, "Thank you very much. I have to go," and hanging up the phone. Please understand that we are NEVER intentionally rude.
 
Later that day, I personally spoke with Ms. [redacted] to discuss the situation. We discussed each comment again and I told her that, with the understanding that we would try to be the very best club that we could be, she was certainly welcome to continue on with her membership, if she felt that we were a good fit for her. When our phone call ended, I was under the impression that we had come to an agreement that they would continue on with there membership, and that I would be their contact in the club to personally discuss any concerns that they may have going forward. 
 
I later learned that Ms. [redacted] had chosen to leave the membership and had requested that her initiation fee be refunded. I authorized the $175 refund, which was well within our rights to keep, and it was refunded almost immediately.
 
We are very sorry that we were not a great fit for Ms. Burdette, but as I stated, we do understand that we are not a perfect fit for every person. It is our sincere hope that Ms. [redacted] and her family find a facility that works well for them.  
 
Please do not hesitate to contact me with any questions.
 
--
Darrell C[redacted]
Chief Operations Officer
Ridge Athletic Clubs
[redacted]@ridgeathletic.com