ThrivePass

Complaint: ***
I am rejecting this response because: this company has been full of it from day oneI was told I was having issues because of problem and issues with their system and I wouldn't have anymoreI was clear with them on how planet fitness did businessThey even called them in February and explained what kind of card it wasThis company said it would be able to up hold my membershipThis is a start up company that is working out a lot of glitches, nobody has direct answers, things change every time you have an issue All I know is I have earned money through my job that I will never seeI will start another membership with them because it is two much bs Like who puts a hold a card twice for one payment and then can't give you a direct answer as to why? My so hard cerdit card was never charged for the money I earned Thrive passPut two holds on my account for 19:The first one I understood why, but it was no reason for a second hold for money that I earnedMy bank account should have never been touched
Sincerely,
*** ***

ThrivePass allows employers to pay for a portion or all of an employees fitness membership. In order to run a gym payment through ThrivePass and have a user's employer pay for a portion of their membership dues, our users must fill out a request form. At the top of this form, in all capital letters,...

there is the statement "THE FACILITY MUST ACCEPT CREDIT CARDS." There is also a box that the user must check before submitting their request that reads "I verify that this information is correct, and understand that any misinformation may lead to billing issues or affect my ability access to the facility." In addition to this request form, our FAQ page has the following item: Q. Can ThrivePass support my current gym membership? A. Most likely! ThrivePass will support any facility that meets the following criteria:1. The facility meets the standards for wellness set by [EMPLOYER]. 2. They accept payment methods used by ThrivePass, and are responsive to our calls.When we receive a request form, we must operate under the assumption that our users have read and agreed to the instructions and terms of the request. For this specific request, the user paid us for their gym membership and we attempted to pay the gym. After some time, it became clear that the gym would not accept our payment method of a credit card. The user then had to pay for her gym membership out of her own pocket. Upon learning this information we immediately refunded the user (and her employer) for the amount paid to ThrivePass that ThrivePass was suppose to pay to the gym. We have taken no money from either the user or the user's employer.Per the specific program of this user, her employer would pay a certain amount for her gym membership based on the amount of times she visits the facility. Since this membership was not valid to be part of the program because her facility did not accept credit cards, we have no way to pay her gym on behalf of her and her employer. We have offered to apply the amount earned from her March visits towards her April membership at a different gym that does accept credit cards but the user has declined our offer.

We appreciate your response and take your frustrations very seriously. We have reached out via phone to you and your employer to resolve this matter offline to your satisfaction.