TPx Communications

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below First of all do not reply with anymore lies as they are insulting and even more infuriatingYes you calledI have the voicemail asking if I had received my refundAt that point I had, I was already beyond disgusted with the way the situation was handled and how I was treated and I was not about to subject myself to more of thatAs for the LIESI never said that MY account was overdrawn nor did MAXX FITNESS ever ask if that had happened or offered me any sort of help or resolution for something like thatI mentioned overdrafts because I've worked in banking and I have seem what overdrafts do to customersTo a big company $50, $even $1,is nothing but to a consumer it could mean not being able to pay rent, pay phone bill or buy groceriesMaxx Fitness and all companies need to be more aware of thatI appreciate that I was provided a refundI don't appreciate the lying and lack of customer serviceAs far as I am concerned I am no longer dealing with your company because it is not worth itI will properly cancel mine and my husbands membershipsThank you Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Not one person explained to me how the refund would be processedIf they had the complaint wouldn't have been necessary, although I do think it is completely unacceptable that my refund be processed in two parts seeing as they easily took it all in ONE withdrawal! This company needs to train their employees how to properly do their jobs AND what to explain to customersIt's incredibly irritating to see this response from this companyThe last person I spoke to there actually laughed at me and said I didn't cancel in time!!! The employees are rude, lack basic customer service and have ZERO empathyI did get my refund which I am happy withHopefully going forward ALL employees will know how to process cancelation correctly and if another error does occur how to handle customers concerns correctly to not cause a larger issueAlso, the company should change to provide a full refund in one credit instead of two as it is unacceptable for a company to hold a customers hard earned money due to an error that was 100% their faultSome of us live paycheck to paycheck so not having that money could cause bills to late, resulting in fees from those companies or over drafting of a bank account Regards [redacted]

According to our cancellation policy the customer can either cancel in person, or send certified mail for cancellationIf the customer moved which it sounds like they did they can send it through certified mail and is in accordance with our cancellation policyThank you

*** [redacted] originally signed up in February of None of his payments went through for this membership, which accrued a total balance of $ In July of he came in to join again He attempted to start as a brand new membership stating he's never been here before Once he was entered in the computer system the General Manager a the time caught the dual entry and called him up about his balance They agreed on clearing out the previous balance completely, which can be seen on the billing history attached Just to clarify the $balance was removed in July of ***'s new membership developed a balance within the first month due to invalid billing information We contact our members via e-mail and text through an automated system multiple times each month to have the members come in update their billing info and pay any balance We also call as many of these members as we physically canAny member that is between one and three months past due we will physically call [redacted] has not responded to any of these messages No attempts were made on his part to fix the billing issue As you can also see attached is ***'s usage history, he has not been here since that day in July of His account currently has a balance of $ We have not received a cancellation from ***Our staff is very thorough with billing issues and cancellations We take pride in the cleanliness of our facility as well as the staff that takes care of our members here

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below I have a copy of the cancelation letter that I sentI will be happy to mail a copy I am also contacting the Rhode Island Attorney General's office regarding this matter [redacted]

Hi ***,Unfortunately I am unable to access your files because this is our *** *** *** ***. If you have any concerns please contact your home club General Manager and they will be able to help you out.Thank you

***'s account was debited for training on 10/3/in error. However, her refund was processed the quickest way possible for her. The assistant manager explained to her the refund would be done in two transactions (totaling $140) and it may take between 5-business days to show in
her account. The first $was refunded on 10/3/and the remaining refund was completed on 10/9/15. We processed everything as quickly as we possibly could, once we issue a refund it usually takes 5-business daysThe refund was givenWe apologize for our error and hope she will continue to enjoy the use of our facility as member

***, Once again, reason the refund was completed in two transactions was because it was the QUICKEST way to return the money When a refund is processed it may take up to business day to see it in your account, please see the attached documentation to see when the refunds were processed Larger refunds can take up to days, splitting the payment was the fastest way we could return the money that was removed in our error We also checked with you to make sure your account was not overdrawn, which you said it was not If it was we could provide documentation for your bank to show it was an error on our part and clear the overdraft fees We also called multiple times to follow up afterwards to make sure the refund was received and everything was situated None of our calls or voicemail's were responded to by you We will take your feedback and use it in future training for our employees

*** *** became a member at The Maxx Fitness Clubzz on 8/14/Her membership was in good standing until March At that point looks like the debit/credit card we had on file for her had changed and wasn't updated. There was no record of her cancellationWe always give a copy of
the cancellation form if the member comes in to cancel their membership. She sent in a letter after the balance had already accumulated in Sept The balance remains because it was never paidThe billing was stopped so the balance wouldn't continue to growHowever because there was no record of her cancelling prior to Sept the past balance remains

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I have a copy of the cancelation letter that I sent. I will be happy to mail a copy . I am also contacting the Rhode Island Attorney General's office regarding this matter.  [redacted]

The member updated her billing information properly.  We do require two forms of billing, which is always explained to any member updating billing information.  The assistant manager on staff that evening was attempting to explain why the charges went through as they did, but was...

continually talked over by the member.  The charges on her account are valid.  The new billing information is correct. However, the monthly charge of $10 did not go through because of insufficient funds in her account.  When a monthly fee returns there is always a $10 return item fee attached to the attempted transaction.  If the member was overcharged we ask for a printed out bank statement, this way we can see what transaction occurred, when they occurred, and if the transactions are posted or pending.  Any overcharges shown on a document would be refunded.  Printed documentation is required per company policy, we are unable to look at statement via mobile devices.  The assistant manager attempted to explain this to the member, however the member was uncooperative when it came to listening to what the he had to say.  Currently the members billing information is up to date but the monthly transaction continues to return due to insufficient funds resulting in the added late fee onto the account balance.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Not one person explained to me how the refund would be processed. If they had the complaint wouldn't have been necessary, although I do think it is completely unacceptable that my refund be processed in two parts seeing as they easily took it all in ONE withdrawal! This company needs to train their employees how to properly do their jobs AND what to explain to customers. It's incredibly irritating to see this response from this company. The last person I spoke to there actually laughed at me and said I didn't cancel in time!!! The employees are rude, lack basic customer service and have ZERO empathy. I did get my refund which I am happy with. Hopefully going forward ALL employees will know how to process cancelation correctly and if another error does occur how to handle customers concerns correctly to not cause a larger issue. Also, the company should change to provide a full refund in one credit instead of two as it is unacceptable for a company to hold a customers hard earned money due to an error that was 100% their fault. Some of us live paycheck to paycheck so not having that money could cause bills to late, resulting in fees from those companies or over drafting of a bank account.
Regards
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
 
Regards,
[redacted]

According to our cancellation policy the customer can either cancel in person, or send certified mail for cancellation. If the customer moved which it sounds like they did they can send it through certified mail and is in accordance with our cancellation policy. Thank you

[redacted] originally signed up in February of 2012.  None of his payments went through for this membership, which accrued a total balance of $449.  In July of 2014 he came in to join again.  He attempted to start as a brand new membership stating he's never been...

here before.  Once he was entered in the computer system the General Manager a the time caught the dual entry and called him up about his balance.  They agreed on clearing out the previous balance completely, which can be seen on the billing history attached.  Just to clarify the $449 balance was removed in July of 2014.  [redacted]'s new membership developed a balance within the first month due to invalid billing information.  We contact our members via e-mail and text through an automated system multiple times each month to have the members come in update their billing info and pay any balance.  We also call as many of these members as we physically can. Any member that is between one and three months past due we will physically call.  [redacted] has not responded to any of these messages.  No attempts were made on his part to fix the billing issue.  As you can also see attached is [redacted]'s usage history, he has not been here since that day in July of 2014. His account currently has a balance of $438.37.  We have not received a cancellation from [redacted]. Our staff is very thorough with billing issues and cancellations.  We take pride in the cleanliness of our facility as well as the staff that takes care of our members here.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
First of all do not reply with anymore lies as they are insulting and even more infuriating. Yes you called... I have the voicemail asking if I had received my refund... At that point I had, I was already beyond disgusted with the way the situation was handled and how I was treated and I was not about to subject myself to more of that. As for the LIES... I never said that MY account was overdrawn nor did MAXX FITNESS ever ask if that had happened or offered me any sort of help or resolution for something like that. I mentioned overdrafts because I've worked in banking and I have seem what overdrafts do to customers. To a big company $50, $100 even $1,000 is nothing but to a consumer it could mean not being able to pay rent, pay phone bill or buy groceries. Maxx Fitness and all companies need to be more aware of that. I appreciate that I was provided a refund... I don't appreciate the lying and lack of customer service. As far as I am concerned I am no longer dealing with your company because it is not worth it. I will properly cancel mine and my husbands memberships. Thank you.
Regards,
[redacted]