Total Source Fitness Reviews (%countItem)
Total Source Fitness Rating
Address: 1271 5th St NE, Washington, District of Columbia, United States, 20002-3460
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First, this gym would not honor a cancellation I made in-person, per its policy. When I cancelled my membership in person, I had a question about when the last day I could use the gym would be, given we were in the middle of a billing cycle. The employee I spoke with said that he would call and follow up. I never indicated I wanted to delay cancellation until receipt of this information. The following day, I received a follow-up call from the employee explaining that cancellation ends my membership effective immediately. I confirmed that this was acceptable. Nevertheless, the gym will not honor the cancellation and is requesting I come back to cancel again, in person.
Second, I have been improperly charged a fee that the gym is refusing to refund. The gym's computer system glitched (the employee's words), and that caused the gym to fail to process December's membership fee. In January, the gym charged me December's fee plus a $10 "late fee." Obviously, the gym's own system failure caused the lateness. In addition, the contract I signed says nothing about late fees. The gym refuses to refund the fee, and has offered only a credit, which is useless given my cancellation.
Dear *** or Whom it may concern
This letter is to acknowledge and respond to the aforementioned complainant, It is our position at TotalSource Fitness that this complaint is not valid or has no merit on its face. Contained is the documentedall emails and /or thread of the response to *** which was very professionally handled and inaccordance with our policies here at total source fitness. Mrs *** in her own words in the body of hercomplaint indicated she spoke with someone regarding her alleged cancellation she stated she wantedto know when was the last day was to use the gym after she canceled because it was the middle of thebilling cycle, Mrs. was informed the moment she cancels her membership would be canceledaffective immediately and was informed she would have to come in and cancel. (ASKING WHAT THEPOLICY IS OR THE EFFECTIVE DATE OF CANCELATION) (IS NOT CANCELING) So after being informed thatshe would have no issue canceling but would have to come in to do so she was in turn very combativeand disrespectful and stated in a disrespectful manner she is not coming in to cancel! With all this beingstated I didn’t hold her into our typical protocol I actually allowed her to just state she wanted to cancelin a email response as you will see in the attached email threadIt is quite shocking to me that she would even go this far to report my business when I went above andbeyond to accommodate her request as you can see in the email thread with full transparency. furtherMrs *** was refunded quite some time ago and she was made aware that I personally took care of herrefund once again it is in the body of the email thread. In closing Total Source Fitness owed Mrs ***absolutely NO refund as you see in our attachment her credit card did not go through either it waslocked by her because she knew she was going to cancel and didn’t want to pay before canceling in andattempt to get free access to the gym or the card was canceled in any case I took it upon myself torefund her in the interest of doing good business.