Total Woman Gym & Day Spa

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Per the manager, I was to receive a refund for February not a complimentary upgrade due to this ridiculous process of trying to cancelThis has gone on A WEEK and I have emails documenting my attempts to cancel via the manager AND ABC financial from a week agoI told the manager that I would be cancelling via the member services emailShe did not know NOR did I, that the email is no longer valid and instructs you to cancel via abc financialI emailed them AND called them and they had no record of my phone number, address, name, or even the credit card where my membership dues are billed to!!! Seems odd that ABC financial has no way to locate a valid account if this is who I am told to contact in regards to cancellationI can supply documentation of this if necessary.please see below, email from [redacted] ***, manager regarding refund[redacted] ,Sorry, for not responding to the last email as I thought you would be cancelling your account online via member services as indicated on your email.I will cancel you account today and I'll send in a refund request for your February billingYou will receive a cancellation form and then I will let you know when I have the refund request approved.Again, my personal apologizes for the misunderstanding.*** ***General Manager Total Woman Gym + Spa23541-B Calle De La LouisaLaguna Hills, CA Main: 949.859.2201Direct: 714.936.9520Fax: [redacted] < [redacted] [redacted] @gmail.com>12:PM (hours ago)to [redacted] I did try to do that, firstHowever, I wish you told me that it was no longer a valid emailI got an automated response to contact Abc financial....which I did via email MULTIPLE times and then calledThey said they have NO record of my membership, phone number, email, etcThey told me to contact corporate and you.I would appreciate your help on this as it has gone on far too long already and is costing me my time and causing me stress as I just want to end a membershipIt shouldn't be so complicated.Thank you for your time.***

Hello & thank you for allowing us the chance to replyI have confirmed with abc financial that [redacted] 's account is cancelledI have asked them to waive the balance due that is showing for the 12/25/fees I am so sorry to hear that [redacted] is having medical issues that now prevent her from workingTotal Woman wishes her the best!! Again - Her account is cancelled and the balance due will be waived within hours of this emailAll calls and letter should cease as of that time frame

Thank you for your emailThe Kids' Club would be unexpectedly closed if there is a health or safety reason to address and is to be expected based on the importance of the safety of that areaWe will follow up with the club manager about your specific concerns and address accordinglyThank you

Here is my response: HI [redacted] , I am sorry that you had such a poor experience in the gym Unfortunately in your contract it states that you are only eligible for a refund if you cancel within days of enrolling I am sorry that this was not better explained to you I will speak to the general manage about your experience when you signed up as well as your experience while trying to cancel I apologize so the inconvenience

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Total Women Gym + SPA did not address my complaint in their responseOn Feb and after numerous attempts to reach the business over the phone and email, their customer service manager (***) informed me that the company will give me a full refund for the 12-session personal training package I purchased and they assured me that the refund will be proceed promptlyMy complaint – which still stands – I did not receive the refund yet.With respect to the business’s response, unfortunately, their response is not based on facts and does not reflect the truth of situation which I expressed to them in writing, over the phone and was in full view of the gym membersThe gym is incorrect in stating that the “staff went above and beyond to notify our members there would be a gentleman on site” for the following reasons: - When I checked into the gym (scanned my card) I was not informed by the three staff members at the front desk that there was a man on-siteThere was nothing posted at the front desk- When I was in the dancing room, no announcement was made there and the man entered this room- A single staff member came to one gym member in the room and whispered to her individuallyThe class instructor did ask the staff member if there is an issue and she responded with “No.” - The only way I knew is when I explicitly asked the staff member whether there is a man on-site because the other member covered her hairThe Gym manager did no apologizeShe, actually, did the oppositeShe said in front of people in the gym: “We are not going to announce it! This is not convenient for anyone” and proclaimed that announcing once when the man came in at 4pm was enough (the incident happened at 6pm)Not only that, the manager, actually, attempted to kick me out and told me that she can cancel my membership on the spotThis does not sound like an apology to meThe personal training package is an agreement between both myself and the gymI have text messages to prove thatThe gym broke their agreement with me and refused to work with me on resolving the matterTill today, I was promised that someone will work with me on resolving the matter and no one did.Attached with this message is email correspondence I had with the company which displays contradictory information to what they claim in their responseAlso, [redacted] from their management team should be able to confirm her assurance for the refund.My complaint is about not receiving the refund I was promised by the corporate office Regards, [redacted] ***

Hello and thank you for contacting Total Woman. We value all members and appreciate the opportunity to address their concerns. The member in question has been cancelled per the members request. No additional charges will be drafted from her account going forward. Per the membership agreement... all members are required to provide a written notice to cancel their membership. A 15 day notice is also required. Until today, we have not received any written requests from Ms [redacted] to the cancel the account. As mentioned above we will not draft Ms [redacted] *oing forward per her request.

Hello and thank you for sending us this complaintWe are aware of this members concernThis member requested a refund of $She received $refund via check # [redacted] that was mailed out to her on 3/6/and then she was mailed an additional check # [redacted] for $that refund check was mailed out on 4/16/15.If for any reason she has yet to receive check # [redacted] she can contact us at [email protected] will have our finance team look to see if the check was cashed and if not stop payment and re issue the check Please feel free to contact us with any further questions

Hello and thank you for sending this concern to us! We are so very sorry that Ms [redacted] has opted not to be apart of Total Woman due to her recent experiencesI do see the charge of $dated 6/11/$of that was for her June fees so that portion of the charge is was correctThe difference of that charge is $and that amount was refunded to Ms [redacted] 's credit card ending # [redacted] on 6/17/She should have seen he $post to her account as a credit in 5-business days from that date I am showing Ms [redacted] was refunded $for the charge taken place in error and her account has been cancelled per her request so no further refunds are due at this timePlease let us know if there are any further questions going forwardWe are always happy to help!

Hello and thank you for sending this concern to us! We are so very sorry that Ms*** has opted not to be apart of Total Woman due to her recent experiencesI do see the charge of $dated 6/11/$of that was for her June fees so that portion of the charge is was
correct. The difference of that charge is $and that amount was refunded to Ms***'s credit card ending # *** on 6/17/She should have seen he $post to her account as a credit in 5-business days from that date
I am showing Ms*** was refunded $for the charge taken place in error and her account has been cancelled per her request so no further refunds are due at this time
Please let us know if there are any further questions going forwardWe are always happy to help!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Hello and thank you for reaching outWhile we understand the concerns of this member we are unable to refund the requested amountBoth issues at hand are noted in the signed agreementThe agreement states we have the right to modify dues at our discretionWhile we would love to leave all
membership dues as is, rises in operating costs as well as minimum wage make that impossible for usWe have cancelled her account per her request to ensure no further drafts take placeWe have added a complimentary upgrade to her account so that her February service can be upgraded at no cost to help alleviate some of the stress that this matter has caused her

Thank you for notifying us of the issue at handWe are aware of the issueat this time we have updated the billing details to draft the correct account each monthThat was done on 8/24/All fees processed after 8/24/have processed from the correct accountOur inability to reverse the
charges is due to restrictions within our point of sale system. All questionable drafts are set up on bank draft. Our POS system will not allow us to collect the funds charged in error and then refund the funds charged in error at point of sale using a bank draftThe system is not capable of handling such a transactionSince the two parties involved are mother & daughter we requested that the mom reimburse the daughter for funds paid to rectify the situationWe deeply apologize for the error that occurred however we don't feel like our request is unreasonable based on our point of sale payment restrictions

Hello and thank you for contacting Total WomanWe apologize that you have had a less then favorable experience in trying to cancel your accountThe policy noted is correctUnfortunately we have not receive the proof of address at your new residence nor do we have any notes on file to confirm your
request made at the club levelWe will require at this time that you resend the information to us directly at [email protected] or you can fax it to 866-594-We will be happy to process the refund for you once the required details are received

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I had to read the contract multiple times to find where it says thatIt's not even written under cancellation policy where a person would lookIt's under regulations and termsThe point I have tried reaching the general manager and left a message but I've gotten no response just like when I called and tried to cancel few days in a rowThey have poor customer service and do not return callsI would have cancelled sooner if someone had got back to me with the proper information.
Regards,
*** ***

Hi, my name is Nahid Shakeri , and I am a member at laguna hills club. They have hidden fees and policies which they do not tell the members. Duo to their unethical business practices with their poor customer service, I decided to cancel my membership in September. They have charged me one month of deposite at first day I joined. So, I have paid their fees through the end of October.
Even though I have called and cancelled my membership in the month of September...and have been paid through the end of October, they are still charging me.
They are cheating their members. Not only their facility has many health hazard issues,and their customer service is very poor, the manger is very rude, they also charge members credit cards with their hidden fees as they please without the member’s consent.
Their business model is to hide the fees and do not share the policies with the members.
I will also contact the Department of consumer affairs.
Nahid Shakeri

My account is past due, due to a “hidding” fee they didnt explain to me at the time of singing up for my membership. I called the gym to speak with the manager who of course was VERY rude, didnt let me explain, and sounded like she doesnt know who works in the gym and who doesnt. She couldnt help me at all being the “general manager” which for me sounded it like bs! She couldnt answer my questions on how come they didnt explaing the fee they charge yearly? But she did know they had supposedly e mailed me the information before me coming to sign up the contract. Funny how she had that info but she does not know who is the manager that helped me once I went to sign up the contract and was so rude and unprofessional just like her and didnt explain anything about the contract or that fee. She stated she was going to email me a copy of my contract and till this day I have not receive it. Isnt funny? To that the so called manager “Cate” didnt have an answer. The only thing she kept on sating was that I dont have an option but to pay and I wont be allow in the gym till I do so ... What poor customer service these people have for their “customers” I rather cancel my membership and go to another gym where they will treat me like a REAL customer and not someone they can steal the money from!
Ps and just for the record I have been reading reviews over reviews and I am not the first one or second one that has been having this issue so I need them to put my account to 0 balance or I will get the cops involve just like another customer did. When they hide fees information and they charge you automatically to the account you have given specifically for the monthly membership fee that is call fraud! And they need to stop doing this to their cuatomers.
 

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I had to read the contract multiple times to find where it says that. It's not even written under cancellation policy where a normal person would look. It's under regulations and terms. The point I have tried reaching the general manager and left a message but I've gotten no response just like when I called and tried to cancel few days in a row. They have poor customer service and do not return calls. I would have cancelled sooner if someone had got back to me with the proper information. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Per the manager, I was to receive a refund for February not a complimentary upgrade due to this ridiculous process of trying to cancel. This has gone on A WEEK and I have emails documenting my attempts to cancel via the manager AND ABC financial from a week ago. I told the manager that I would be cancelling via the member services email. She did not know NOR did I, that the email is no longer valid and instructs you to cancel via abc financial. I emailed them AND called them and they had no record of my phone number, address, name, or even the credit card where my membership dues are billed to!!! Seems odd that ABC financial has no way to locate a valid account if this is who I am told to contact in regards to cancellation. I can supply documentation of this if necessary.please see below, email from [redacted], manager regarding refund.[redacted],Sorry, for not responding to the last email as I thought you would be cancelling your account online via member services as indicated on your email.I will cancel you account today and I'll send in a refund request for your February billing. You will receive a cancellation form and then I will let you know when I have the refund request approved.Again, my personal apologizes for the misunderstanding.[redacted]General Manager Total Woman Gym + Spa23541-B Calle De La LouisaLaguna Hills, CA 92663  Main: 949.859.2201Direct: 714.936.9520Fax: 949.544.7090    [reda...⇄ PM (21 hours ago)to[redacted]
I did try to do that, first. However, I wish you told me that it was no longer a valid email. I got an automated response to contact Abc financial....which I did via email MULTIPLE times and then called. They said they have NO record of my membership, phone number, email, etc. They told me to contact corporate and you.I would appreciate your help on this as it has gone on far too long already and is costing me my time and causing me stress as I just want to end a membership. It shouldn't be so complicated.Thank you for your time.[redacted]

Hello and thank you for contacting Total Woman. We value all members and appreciate the opportunity to address their concerns.  The member in question has been cancelled per the members request. No additional charges will be drafted from her account going forward. Per the membership agreement...

all members are required to provide a written notice to cancel their membership. A 15 day notice is also required. Until today, we have not received any written requests from Ms [redacted] to the cancel the account. As mentioned above we will not draft Ms [redacted]oing forward per her request.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[This business did NOT provide any printed Terms and Conditions at the time of signing up. Only AFTER the contract was signed, they emailed the document. They claimed that there was no way to access the Terms and Conditions and present it to a potential client prior to signing the contract. The customer rep at the time of signing up said (verbal information) that moving out of the area would be one case when the refund is granted. The terms of the contract (after signing) were different. It is true that the contract can be cancelled in 5 days, however I believe that there is a serious problem with this company providing 2 versions of information to the customers, and making any refunds practically impossible even for cases when clearly there is no option to use this gym (when moving out of the area and out of the country). I encourage the Revdex.com to look closely in the many similar claims filed against this business for nearly identical or very similar cases. It is time to convert the usual slap on the hand to a vigorous action that reflects the customer issues reported to the Revdex.com.]
Regards, 
[redacted]