The Zoo Health Club Concord Reviews (%countItem)
The Zoo Health Club Concord Rating
Address: 270 Loudon Rd Unit 6000, Concord, New Hampshire, United States, 03301-8005
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They supposedly froze my acct due to pandemic closing and I was charged multiple times and told I would receive credits when I wanted a refund.
I signed up for a month to month membership to this gym 2-3 weeks prior to them closing due to the pandemic. I paid $90 for enrollment and first month. I recall going under 5 times because the pandemic hit and I did not feel comfortable. When they closed I called immediately and was told my card would not be charged and would be frozen until otherwise notified, I was also told the remaining weeks of my month membership would be credited to me. I was then charged again $49.95 on 5/15, and June 22. As I had signed up for month to month agreement this was putting me paying for three months that I had not even used or was sure I wanted to use. The manager had told me I would receive an email stating they were open. I never received one. I contacted them after the 5/15 charge and was told again I would get a credit towards my account. When I was charged for June I was very angry as it made zero sense I would be charged again for a month I was supposedly credited for. When I called I was not even expecting a response as I had not been notified they were open (they stated they had been open for a week). The manager refused to speak with me on the phone as I requested and continued to email me back and forth. At first he told me I would be refunded but then seemed to take it back and stated I could have two months use of the gym that I did not want. I am very upset about how this was handled and find it very unprofessional. I decided I did not want to continue there before even 30 days of them being open since my enrollment. Due to their contract I have to give 30 days to cancel, so at the very least I think I should be refunded $49.95 for the third month.
I think I should be refunded $99.90 due to their multiple billing mistakes and horrible customer service but I will be satisfied with $49.95.
member was never told she would be refunded, she was told per email she would be credited. Member has been confused as to how automatic payments work with memberships please see below email:
"I would like to be credited back. I don't know why it would charge me if I didn't sign up for automatic charges. I had specifically signed up for month to month to see if I went and it was worth it to me. My fiancé had signed up for automatic billing but it was my understanding it was $40 monthly vs the $50 for me to pay as I went so I'm still confused as to who or what that charge was for."
I explained in detail how the agreement work as did the sales person who took the credit card information from her, Automatic withdrawal is standard in every gym across the USA, it is also states on the agreement that was signed and emailed to memebrs after sign up.
Member did mentions she was going to continue as a member if we can get this resolved, I offered the credits as we are doing for all members who paid during pandemic, this member changes mind and stated she was just going to escalte this to the Revdex.com.
To resolve issue and get member Canceled out we used May credit for her 30 day cancellation period. So she would not get charged for this. In our system this shows as member is not owed any credits and we are not owed any monthly payments. Member would still be responsible for any annual maint fees that are scheduled from 6/23/20 to 7/23/20 per the agreement and cancel form attached.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this as this manager keeps bringing up my initial confusion with automatic billing as if this is the issue. That is not the issue. I was not told verbally when I signed up that they would be charging my card automatically or even keeping it on file. However when I discussed it with them I understood and was fine with it. However, I specifically called when they were closing due to the pandemic and was told verbally my account would be frozen until they were open again, stating that I would not receive any more charges during that time period without notification. I was charged twice during that period. In May I was told he would credit June so that I would not be charged in June and yet I was charged again in June. In short this gym had been open less than one month that I was aware of when I decided to cancel due to the billing concerns. Given that time period with their 30 day cancellation period I understand I would have to pay a month just to cancel. However I have been charged for third month due to their "90 day maintenance fee" . Their gym has not been open for 90 days since I signed up, why on earth would I pay that? He offered the credit but why would I want the credit for a gym I don't even feel respected as a client to go to. I would like to be refunded. I have attached some of his emails. He states emails were sent out to clients explaining the situation with the pandemic and frozen accounts however neither I or my fiance who is also a member ever received anything.
Please see members transaction history below.
member was frozen for April
Member was only charged in May when we were shut down.
We reopened June 15th member was charged June 18th.
Member put in 30 day cancellation form on June 24th
Originally member wanted to stay which is why we offered time credit for May. Then Member said she did not want the time credit so I used Mays credit to pay for her 30 day cancellation time frame.
The charge member is disputing in July is her Annual maintenance fee and not her membership fee. This is a charge that is stated on the agreement and also on the cancellation form.Member has had access to the facility since June 15th, but has chosen not to use it.
Membership will cancel out on 7/24/20 and member will not be owed any credit and she will not owe any gym fees.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not believe that I should have to pay a maintenance fee for a gym that has been open for less than 30 days since I signed up when I decided to cancel. I'm already eating the second month I was charged just to cancel. I was not told there was a maintenance fee when I signed up. You are not given a written contract to read through you just sign a pin pad from what is told to you verbally. This maintenance fee went through before I was even made aware that the gym had reopened. I only became aware because I called them inquiring about it. The contract has the maintenance fee spread apart from sign up by three months, assuming the user gets three months of full use of the gym to even to presume to charge the client a "maintenance" fee. . Again, this gym has been open less than a month since I signed up and decided this was not a good fit. I understand the pandemic has affected this situation but I think charging me this fee is just poor business.
Blank copied of agreements can be found at all sales desks for customer review before signing. Once agreement is signed the member has a choice to receive it via email or a printed out copy. Annual Maintenance fees are charged per the agreement which is 90 days after the date of signing. Typical practice in every fitness facility. Per the transaction history this member was not charged for their 30 day cancellation time period as we used the credit from her payment in May. Member is confused with charges because she has disputed the annual maintenance fee twice. once on 6/18/20 then again on 7/1/20. Once again the is member is canceled out and she is not owed any credits nor does she owe any monthly membership fees aside from her agreement to make the annual maintenance fee.
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to be perfectly clear, I am not confused. We have a difference in opinion on what I should be responsible for. I understand there is a 90 day maintenance fee, I am stating that I do not feel I should be responsible for it when I cancelled my membership in under 30 days of this gym being open and available for my use. I did not sign up for a yearly contract, so I was well within my right to cancel this membership before the 90 days of actual use of this gym. The contract is assuming that I am using this gym which I absolutely was not able to use due to the pandemic. This is clearly not my fault and your contract does not mention anything about if the gym is forced to close due to global pandemic.
Per the transaction history this member was not charged for their 30 day cancellation time period as we used the credit from her payment in May. Member is confused with charges because she has disputed the annual maintenance fee twice. once on 6/18/20 then again on 7/1/20. Once again the is member is canceled out and she is not owed any credits nor does she owe any monthly membership fees aside from her agreement to make the annual maintenance fee.
Aske for a refund on our memberships
The gym charged us for the months of April and May when the gym was closed due to the COVID-19. I asked for a refund for the April, May and June in the sum of $239.70. I was told that they wouldnt not be able to do refund us our money and that our accounts cant be suspended for the month of June because they are opened with guidlines, which will not attend the gym with the guidlines in place. Also we are on a limited work week where we are not making our full paychecks right now. *** did say that they can suspened our memeberships for hardship. I asked about them taking the April and May payments and just apply them to the month of July and August for us and than just debit my CC for the months of Sept and Oct. Oct is when our memeberships run out. I was told it doesnt work that way and that we each had $119.85 left to pay on our accounts and at the end of our contract we would get 2 months FREE. If they just applied the 2 payments to our July and August billing it will all work out in the end. But they just want to *** their customers off and do it that hard way. We are not happy with they way they are handling this and after OCT we will NOT be attending the gym anymore. All I want is for those 2 payments to be applied to our July and Aug billing but nope cant do that. It will all still work out in the end.
The resolution that I'm seeking from the ZOO is to apply the 2 payments that they got for April and May to our July and Aug payments. For the month of Sept and Oct they can just debit my CC for our payments thats it. Nothing esle in the end it will be a win win for everyone. They still get their payments and we still paid our payments per the contract. We dont want 2 months FREE at the end of our contract.
Member contacted us regarding freezing her account for financial hardship and that she refused to follow the state of NH guidelines we have to follow to be open. She did not want to wear a mask. I advised member that I can freeze her for financial hardship until 8/1/20. she then wanted to know about March, April, May and June refunds. I advised member that we closed 3/28/20 and that no refunds were due for that month. April and May members would receive 2 free months after that have satisfied the agreement. June we are open so no refunds. She refused the credits saying that we should just apply the credit to July and august. I then explained how a 12 month agreement works and her reply was "I dont give a *** what the contract says SCOTT. YOU WHERE CLOSED FOR 2 MONTHS how can you charge someone for services that they didn't get???? As a busniess you have to take the loss from the shut down.
WE DONT WANT 2 FREE MONTHS JUST LEVE THE ACCOUNT THE WAY IT IS
So I them advised I was going to put in for a special refund request for April and May and said that due to this agreement these payments still need to be made up at the end. the reply I received was "WE ARE NOT MAKING UP THOSE 2 PAYMENTS WHEN YOU WHERE CLOSED FOR BUSINESS. WHAT YOU ARE DOING IS FRAUD"
Resolutions is the member still owes money on her 12 month agreement, but we are refunding April and May and these payments per the agreement will be made up at the end.
(The consumer indicated he/she DID NOT accept the response from the business.)
I never asked of a refund for March, Aril, May and June. I asked for a refund for April, May and June. As we will not be going to the gym due to the guidelines put in place and that we have limited hrs at work so we have to cut back on our expenses and I asked that our accounts could be suspended. Scott stated that they can't do the refunds at all nor suspended our accounts for us. That he could suspend them for a hardship. I asked about applying the April and May payments to July and August payments. Scott stated that he can't do that and we would get 2 free months at the end of our contracts once our contracts where satisfied. I stated that we don't want the 2 free months at the end of our contracts. I stated that they can't take our payments for the 2 months that they were closed and by doing so that they are committing fraud. Also Scott stated that he will refund the April and May payments but come the end of our contract we still need to pay for those 2 months. How can a business charge their customers for services that they didn't receive? This is not like buying a car or cell phone services as he told me in an email. Also the company broke our agreement by not being opened for 2 months and as business they have to suck up the loss form the COID-19 Shut down. Very unprofessional to say the least.
Member resolution is refunded April and May and will need to make up those payments at the end of the agreement per the signed 12 month agreement on file.
I requested for the owner to pause my account due to COVID situation since I am pregnant and the business is closed. They are still charging monthly
I requested for the owner to pause my account due to COVID situation since I am pregnant and the business is closed. They are still charging monthly for this after me requesting for my account to be paused. Since all non essential businesses are closed and access to the facility isn't available, I don't see why it is legal or moral to continue to charge customers. When I originally reached out early March Scott stated I could pause my account once I filled out the request. I did so, but then received a notice back from him stating they couldn't do it after he told me they would.
I would like to be refunded for the amounts I have been charged since the request was put in. If that isn't possible I would like to terminate my contract. This isn't a morally correct way to conduct business during a pandemic. Also, charging people monthly ($39.95) for a service that isn't available to them should be illegal regardless of a signed contract.
Contact Name and Title: Scott R
Contact Phone: ***
Contact Email: ***@gmail.com
*** reached out to us on March 19th requesting to cancel her and her husbands memberships because she was pregnant. She is in a 12 month agreement that is scheduled to end on 11/20/20 as long as the terms of the agreement are met.
On 3/20/20: She then asked about putting her membership on "Freeze" I informed her that at that time I should be able to do this.
On 3/23/20 I had to email back and let her know that I did not have the authorization to freeze any memberships at this time. Freezing memberships is not a normal proactive we do or offer day to day either. *** became very upset. I advised that right now we are still open and that we are crediting a month back to the members that are inquiring.
On 3/28/20 The club temp shut down.
On 4/14/20 a mass email went to all members explaining that they can now freeze and can email and have this requested to be done.
on 4//22/20 *** emailed me following up from our conversation on 3/24/20 "This is *** again. Seeing as all non essential businesses are closed, how do you justify still charging people for the monthly fee? The gym isn't available for use and seems a bit unjustified.
If needed, I can reach out to the Revdex.com to see if there is a way to get this resolved. "
Me reply: "Hi ***,
A Email got sent out to all members that advised them of what was going on and that they now have the ability to freeze their memberships upon requests. It also said that anyone that was billed for the month of April would receive a credit and that their time and money would not be lost and world go towards their memberships. So for you specifically are still in a 12 month agreement which essentially what the Revdex.com will ask me for to show them that we are will within the rights of the agreement to bill you regardless of any situation that is not underlined in the terms of the agreement. So because you got charged for April you automatically got a credit onto your membership and you were frozen, but the freeze did not activate in time to avoid Aprils Payment for you. So you remain frozen until we reopen and won't be charged again until we reopen.
Is there anything else I can help you with?"
In closing: The members complaint was resolved in the way she was asking and satisfied before she filed this Revdex.com complaint.