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.
Total Women Gym + SPA did not address my complaint in their response. On Feb 23 and after numerous attempts to reach the business over the phone and email, their customer service manager ([redacted]) 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 promptly. My 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 members.1. The 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-site. There 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 individually. The 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 hair.2. The Gym manager did no apologize. She, actually, did the opposite. She 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 spot. This does not sound like an apology to me.3. The personal training package is an agreement between both myself and the gym. I have text messages to prove that. The gym broke their agreement with me and refused to work with me on resolving the matter. Till 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 response. Also, [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]

Thank you for your email. The 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 area. We will follow up with the club manager about your specific concerns and address accordingly. Thank you.

We apologize for any frustrations that our cancellation policy has caused. When enrolling for a membership we can provide a printed copy or email copy. In order to avoid waste, we email unless otherwise requested. As you may notice in your membership agreement, you have the right as a California...

consumer to cancel the contract within 5 business days of enrolling, should you disagree with any portion of it. We appreciate your business and hope that this helps clarify our policy. Thank you.

Thank you for the notification. On the date in question our staff went above and beyond to notify our members there would be a gentleman on site. We placed a sign at the front desk so all who were checking in would see it. We made an announcements to all existing members letting them know and we...

also made several announcements to the group fit classes letting them know each and every time the gentlemen would enter that area to access the electrical panel on the storage area. The general manager spoke to the member in question and apologized for the inconvenience. With regards to personal training, a;; training sessions are non refundable and we do not make any guarantees that the trainer you begin with will be the trainer you end with. In most cases the trainer and client remain together until the goal is achieved and or the client wishes to remain with that trainer for continued. Total Woman has many certified personal trainers on staff. We are happy to set the member up with a different trainer that can accommodate her schedule requirements.

Here is my response:
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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 5 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.

Hello & thank you for allowing us the chance to reply. I have confirmed with abc financial that [redacted]'s account is cancelled. I have asked them to waive the balance due that is showing for the 12/25/14 fees.  I am so sorry to hear that [redacted] is having medical issues that now...

prevent her from working. Total Woman wishes her the best!! 
Again - Her account is cancelled and the balance due will be waived within 72 hours of this email. All calls and letter should cease as of that time frame.

This gym is meant to provide "wellness and encourage women's health," but unfortunately, with few unprofessional staff members including the manager of the studio city total woman gym can make their client's life hell. After a very minor incident, the manager at the studio city location completely made up stories and brainwashed the team of the corporation, including the CEO of the company to such level that they completely terminated my membership from all locations. I regret so much that I had been a member since 2008 and they discarded my loyalty just like that. I can just say one thing and this goes to both the manager of the studio city location and the CEO, whom I really liked and thought would be ale to do something, something fair...
You know what happened; you both are mothers. And you didn't put yourself in my shoes understanding my situation when I came with my son that day to work out. Instead, you escalated a tiny issue that could've been resolved over a meeting, into termination of my membership. Karma is a beautiful thing; you will have that aha moment one day when you realize that this whole thing was unfair to me.
You are the inhumane one; and may you have enlightenment and kindness in your life for your remaining members.

Hello and thank you for sending us this complaint. We are aware of this members concern. This member requested a refund of $399.00. She received $224.00 refund via check # [redacted] that was mailed out to her on 3/6/15 and then she was mailed an additional check # [redacted] for $175.00. 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]. We 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.

Thank you for your email. The member in question was refunded as requested.

Hello. The membership in question has been cancelled per the members request. The account is month to month therefore cancellable anytime with a 15 day notice. All that is required is a written request be submitted. We have two options, visit the local facility or send an email to customer...

service and that account will be cancelled. The member emailed on 9/1/17, her next draft due on 9/2 is within the 15 day notice window therefore that was her last payment taken. No fees have been drafted past the 9/2 payment.

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 experiences. I do see the charge of $197.00 dated 6/11/2015. $39.00 of that was for her June fees so that portion of the charge is was...

correct. The difference of that charge is $158.00 and that amount was refunded to Ms. [redacted]'s credit card ending # [redacted] on 6/17/2015. She should have seen he $158 post to her account as a credit in 5-7 business days from that date.  I am showing Ms. [redacted] was refunded $158.00 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 forward. We are always happy to help!

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 5 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.

Hello and thank you for sending us this complaint. We are aware of this members concern. This member requested a refund of $399.00. She received $224.00 refund via check # [redacted] that was mailed out to her on 3/6/15 and then she was mailed an additional check # [redacted] for $175.00. 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]. We 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.

Review: I have been trying to cancel my membership since I had a hip replacement in February 2015. I cancelled my card that the fee was being charged to and they still continued to charge my checking account and then have the nerve to add a late fee. I have called at least 6 time to cancel the member to be told I have to come in to the location. I have informed them I am not physically able to come in and still have had to success. I have also tried to sent an e-mail to the corporate office and have never received a response. All I am asking for is for my membership to be cancelled and for the charges to stop.Desired Settlement: I would like to be refunded the money that has been taken out of my account since March 2015 including late charges and would like to discountinue my membership and not be charged anything additional.

Business

Response:

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.

Review: AT THE TIME OF SIGNUP, MY SISTER AND I BOTH INQUIRED ABOUT THEIR CANCELLATION POLICY. THE MEMBER COACH FAILED TO DISCLOSE TO US THAT WE HAVE 4 DAYS TO CALL AND CANCEL IN ORDER TO GET OUR ENTIRE MONEY BACK. INSTEAD SHE ONLY STATED THAT AS LONG AS WE CALL 15 DAYS BEFORE THE NEXT BILLING, THEY WILL NOT CHARGE US ANY FURTHER. I HAVE BEEN CALLING SINCE EARLY LAST WEEK TO CANCEL AND THEY HAVE KEPT GIVING ME THE RUN AROUND AND WRONG INFORMATION. I FINALLY WENT IN AND CANCELLED AND THEY WON'T EVEN GIVE ME MY ONE MONTH BACK THAT I PAID IN ADVANCE FOR AND WILL NOT BE USING SINCE I CANCELLED AHEAD OF TIME. HAD I KNOW THERE WAS A 4 DAY FULL REFUND CANCELLATION POLICY I WOULD'VE DONE SO. THIS IS A LOT OF MONEY WE ARE TALKING ABOUT AND SHE SHOULD HAVE TOLD ME ESPECIALLY WHEN I ASKED. SHE ALSO RUSHED US THROUGH THE SIGNUP SO WE DIDN'T EVEN GET TO READ ANYTHING.Desired Settlement: I WANT A FULL REFUND OF THE $258 THAT I PAID FOR

Business

Response:

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 5 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.

Consumer

Response:

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,

Review: Very unorganized corporation and unknowledgeable staff. They have overcharged me and can't even explain how it happened. I have had nothing but stress come from my experience. I paid for my membership to utilize their service but I've gotten more inconvenienced than anything. I have an issue every time I try to go to the gym. I can not believe the way I have been treated as a customer. The gym is a place I go to feel the opposite of stressed. After paying for my membership, they can never seem to find me in their system and I've spent countless time with them trying to get it worked out. A random $197 was my final straw. On top of it, when I called and asked for a corporate number they provided me with an invalid email ([email protected]) which I called back to double check. This is by far the worst customer experience I've ever had.This is the email I sent to their "corporate office" that ended up being an invalid address. Please read. "I was a member with you guys 3 years ago and than canceled when I moved out of state. I just started back up with your gym in April. I was charged $70 for first and last month with a waived sign up fee when I signed back up on 4/06/2015. When May came along, all of a sudden no one can find my membership and the manager was telling me I can't use the gym. Then I was told you guys got a new system and my information didn't switch over and I just needed to pay for the month of May. So I was charged $39 on 06/04/2015. Yesterday I tried going to the gym and the girl at the desk told me I was $197 past due, which is impossible. After looking at my account more she noticed they had already withdrawald from my account for my membership and said she would speak to her manager. Today I wake up and check my account and I have a $197 charge from Total Woman. I have nothing but regrets signing back up with this gym. It's been nothing but an unorganized mess and very stressful. This is absolutely the worst customer experience I've ever had"

Product_Or_Service: Gym membership

Order_Number: na.

Account_Number: n/aDesired Settlement: DesiredSettlementID: Refund

I would like refund considering I have been paying and haven't been able to go to the gym without an issue. I have been overcharged for no reason and they can't explain why. This is complete unorganization. I have spent more time trying to get it worked out with this company than I have using their service.

Business

Response:

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 experiences. I do see the charge of $197.00 dated 6/11/2015. $39.00 of that was for her June fees so that portion of the charge is was correct. The difference of that charge is $158.00 and that amount was refunded to Ms. [redacted]'s credit card ending # [redacted] on 6/17/2015. She should have seen he $158 post to her account as a credit in 5-7 business days from that date. I am showing Ms. [redacted] was refunded $158.00 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 forward. We are always happy to help!

Review: I purchased my full membership to Total Woman on October 22, 2014. The membership I purchased was for 15 months. According to the membership agreement under relocation, if I move further than 25 miles from the nearest Total Woman Gym and Spa, and I have paid in full, then I will be reimbursed for the months I will not be using.

I moved out of state on June 10th, 2015. Two weeks prior to this, I went to my nearest gym to let them know I was relocating. I received a form confirming cancellation, then was told I would be contacted regarding my reimbursement. By the end of the week, I received nothing. I called them again, only to be told they would call me back. Again, nothing within the week. Finally, another call was attempted, only to be told yet again somebody would contact me. After another week of nothing, I e-mailed management and explained to them how I have been waiting for a response. Finally, a manager from the club reached me and told me to send her proof I had moved, as well as my membership agreement. I did so. This was on June 17th, 2015. She told me she would send me the money owed.

On July 9th, after receiving nothing, I e-mailed the manager again, asking for an update. I have received no response. I am very disappointed in the service provided, and the lack of interest management has shown.Desired Settlement: I would like some sort of contact from the company, and update regarding the money owed to me. I also desire to receive the money owed.

Business

Response:

Hello and thank you for contacting Total Woman. We apologize that you have had a less then favorable experience in trying to cancel your account. The policy noted is correct. Unfortunately 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 level. We will require at this time that you resend the information to us directly at [email protected] or you can fax it to 866-594-0296. We will be happy to process the refund for you once the required details are received.

Review: For three months I have been trying to recollect three months worth of membership fees from this gym. On my contract that was signed it clearly states that my mothers account would be charged for my membership. Back in February I purchased trainer sessions with this gym. I told the front desk more than once please make sure I am only charged on my card for the training sessions because my mother pays my membership fees and I do not want future billing mistakes. They assured me that wouldn't happen. Beginning April I was charged for the membership fee, it continued through July until I noticed on my bank statement that I was being charged for the membership fees. I called them and told them once again that my mother pays for my membership fees. I was told I would be refunded and the mistake would be corrected. August came and I never received a refund. I called once again to explain the situation. I left a message and received a call back from the Manager and she said it would be corrected. September is here and I have contacted the manager she asked me to provide proof that my mother paid for my membership and I printed out bank statements, my gym contract, texts between my trainer and my training contract all showing the billing. I spoke to [redacted] who informed me that there was no way to collect the three months from my mother and that their was nothing they could do. Then they turned around and billed her for two months anyway out of the three that I owed. I received a call from the manager Barbara and was told their is nothing they can do. Their incompetence has led to three months of me trying to correct this issue without success and has now forced me to submit a cancellation of my membership.Desired Settlement: I would like three months of membership fees refunded to me due to their incompetence.

Business

Response:

Thank you for notifying us of the issue at hand. We are aware of the issue. at this time we have updated the billing details to draft the correct account each month. That was done on 8/24/15. All fees processed after 8/24/15 have processed from the correct account. Our 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 draft. The system is not capable of handling such a transaction. Since the two parties involved are mother & daughter we requested that the mom reimburse the daughter for funds paid to rectify the situation. We 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.

Review: My wife, [redacted], joined total Woman Spa in 2009. Last year, she entered stage 4 renal (kidney) failure and can no longer participate in physical activity. She made numerous telephone attempts to resign Total Woman Spa in 2014 and was told "she had to come in" to resign. She told them she was no longer able to do that, and wished to resign by phone, even though this "requirement" is just a recruitment scam to allow Total Woman Spa one more opportunity to retain you "in person".We eventually secured a Total Woman Spa document indicating a "$0" balance.Nevertheless, we continue to get DAILY harassing, threatening phone calls from Total Woman Spa billing entity: ABC Financial, telling us our "time is running out", unless we call them. When we call ABC Financial, they contact the Total Woman Spa facility with us on hold, in an attempt to resolve, and they are in turn told to tell us to come in to the Spa.On and on this cycle goes with no resolution, and the phone calls continue. I informed them that if our credit rating is negatively affected in any way, I intended to retain an attorney, over $40, because they are wrong. Our credit is excellent, we pay every bill, in full, every month, for many years, and we can afford to write $40 checks ALL DAY LONG, but we will not, on principle. They are either scam artists, or inept. Either way, we are not paying this ridiculous $40 charge.Desired Settlement: Total Woman Spa should acknowledge, and re-confirm our "($0)" balance, ensure our credit-rating is not affected, and stop the harassing phone calls from ABC Financial.

Business

Response:

Hello & thank you for allowing us the chance to reply. I have confirmed with abc financial that [redacted]'s account is cancelled. I have asked them to waive the balance due that is showing for the 12/25/14 fees. I am so sorry to hear that [redacted] is having medical issues that now prevent her from working. Total Woman wishes her the best!! Again - Her account is cancelled and the balance due will be waived within 72 hours of this email. All calls and letter should cease as of that time frame.

This gym is meant to provide "wellness and encourage women's health," but unfortunately, with few unprofessional staff members including the manager of the studio city total woman gym can make their client's life hell. After a very minor incident, the manager at the studio city location completely made up stories and brainwashed the team of the corporation, including the CEO of the company to such level that they completely terminated my membership from all locations. I regret so much that I had been a member since 2008 and they discarded my loyalty just like that. I can just say one thing and this goes to both the manager of the studio city location and the CEO, whom I really liked and thought would be ale to do something, something fair...

You know what happened; you both are mothers. And you didn't put yourself in my shoes understanding my situation when I came with my son that day to work out. Instead, you escalated a tiny issue that could've been resolved over a meeting, into termination of my membership. Karma is a beautiful thing; you will have that aha moment one day when you realize that this whole thing was unfair to me.

You are the inhumane one; and may you have enlightenment and kindness in your life for your remaining members.