Title Boxing Club North Austin

I responding to a customer complaint letter received at our business address from you office This is my first response I'm not aware of any other notices "via email or mail" that were previously provided This complaint was made by a member customer who was contacted by an outside collections agency that is utilized by our franchisor (we are franchise business) When the customer called us locally to inquire about the past due amounts, she was very upset and ultimately hung up on our manager before a resolution could be found In situations like this, we generally respond to very upset customer by simply waiving any delinquent fees and cancelling their membership That's what we did ultimately in this caseWe never asked for financial information or a credit card fraudulently We informed the customer that any delinquent fees could best be handled by coming into our location in person which is also our policy to handle cancellations to ensure everything is handled properly We can understand why this customer was upset, but not sure why she terminated the conversation so quickly We don't harass our customers This customer had already paid one year in full and fulfilled her obligation We are thankful for customers such as this In this particular case, if the customer did not agree to an understanding of why she was being charged a monthly membership fee or delinquent fees, we would have no reason to force the payment of these feesThank you [redacted]

I responding to a customer complaint letter received at our business address from you office.  This is my first response.  I'm not aware of any other notices "via email or mail" that were previously provided.  This complaint was made by a member customer who was contacted...

by an outside collections agency that is utilized by our franchisor (we are franchise business).  When the customer called us locally to inquire about the past due amounts, she was very upset and ultimately hung up on our manager before a resolution could be found.  In situations like this, we generally respond to very upset customer by simply waiving any delinquent fees and cancelling their membership.  That's what we did ultimately in this case. We never asked for financial information or a credit card fraudulently.  We informed the customer that any delinquent fees could best be handled by coming into our location in person ... which is also our policy to handle cancellations to ensure everything is handled properly.  We can understand why this customer was upset, but not sure why she terminated the conversation so quickly.  We don't harass our customers.  This customer had already paid one year in full and fulfilled her obligation.  We are thankful for customers such as this.  In this particular case, if the customer did not agree to an understanding of why she was being charged a monthly membership fee or delinquent fees, we would have no reason to force the payment of these fees. Thank you. 
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