Treasure Coast Appliance Service, LLC

Complaint: [redacted] I am rejecting this response because: If you read his response, you will see that he is lyingHe stated that I did not name the parties involved in the conversation that I had about not returningI clearly named his associate ***If you go to their website, she is promoting Titan FitnessAlso, when I asked to speak to a supervisor, his employee stated management was not thereHe clearly stated in his response that when I requested to speak to someone she put me on hold not to go find my contract but, to brief himShe then came back on the phone and stated that the management can call me but, she has already talked to themMy point is, he clearly teaches his employees to lie for the businessHe also stated that I so called try to conspire all of my money backThat is a lie, when [redacted] got on the phone he thought I had some random person call and try to get my money backThe bank representative had to tell him that he was really from the bankI disputed the charges with my bank and they needed to talk to himThe call was recorded, if you need a copy of the conversation please let me knowI told my bank that I would be willing to take half of my money back and not all [redacted] clearly did not state thatThe bank asked him does he want to do the right thing and make this right? He stated noI asked [redacted] did he even call ***He stated no he does not need toSo, he clearly did not investigate what really happenedI turned the key in, his employees could have stated to me then to put it in writing but, [redacted] clearly states that his employees are trained and know how to handle contractsI am not the only person this has happened toI tried working with himYes, I agree I did not catch that this money was drafted from my account all of this timeI was willing to take half the lossHe was not willing to work with meHe also teaches his employees to lieThen get caught in the lieWhy would anyone believe them? I would pay the so called early termination fee if I owed itThis is the first time of me hearing anything about a early termination feeI would rather pay $versus $Titan clearly would take more than what they are owedSadly, [redacted] is the CEO of the company and does not have an acting manager to handle the customersSeems like he needs it more than me if he can't afford to hire a manager that "speaks to customers"I want my money[redacted] [redacted] [redacted] [redacted] You can also go to [redacted] and read the reviews about the customer service Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: He says that he was witholding the employees name due to privacy but, her name along with other people names are publicized on website along with FacebookHe still has not stated that he investigated the conversation and questioned his employeesEven if they said noI would not trust them because they have continued to lie to me Also, looking at the copy of the contract, information was filled in after the contract was signedI was not offered a copy of the contract until I asked for a refundYet, his employees know how to handle the contractsAgain, I still do not have a key to even get inI turned it inI stated I will not be coming backAgain, nothing was said to me about putting it in writingI would have signed something while I was thereAgain, I would rather pay the than the 672.00.This is how they get over on peopleThey have you sign the contract and not give you a copy to prove your sideThen when you think everything is taken care of something like this happensThey treat you like a number and blame you for everythingI wish I worked at a place where I can lie to customers get caught in a lie and my boss lies to customers and still get paid Regards, [redacted]

Attached is a copy of the original membership agreement Ms [redacted] signed on September 4, You can clearly see indicated in the middle of the page on the left side that her membership type was marked as a Gold 1yr termOn the right side of the page in the 'EFT Authorization' section, right above where Ms [redacted] signed, the agreement states "Titan Fitness must receive a written termination notice by certified mail days prior to next due date." At the bottom of the agreement, it states the "Promise to pay" and outlines the $per person early termination fee on all 1-year term agreementsMs [redacted] also signed below this section as well.In my original response to her Revdex.com complaint, I withheld names of staff members to be safe based on a recommendation on the Revdex.com website to withhold private informationIn fact, I also withheld Ms [redacted] 's name for the same reasonIn no way did I ever dispute which staff member a conversation was held with on Nov 15, 2013, Ms [redacted] 's last visit to our facilityWe have no record, however, of the context of this conversation or of her ever contacting us indicating that she would like to terminate her membership.To restate my original response to this complaint, at the time of this conversation on Nov 15, 2013, Ms [redacted] had not fulfilled her year agreement nor did she follow our cancellation procedures as outlined on the agreement she signed, so we had no way of knowing that Ms [redacted] wanted her membership terminated

One of our team members called this customer on May 18, regarding a failed credit card payment for her monthly membership duesShe informed my team member that she isn't a member anymore and my team member reviewed the notes on her account and let her know that we never received a cancellation
notice to terminate the membership, nor do we have any record of her ever asking to be cancelledThis customer then said she hasn't been into the gym for 18+ months and that she should get a refund for the entire time. Upon asking for a refund, my team member placed the customer on hold to retrieve the customer's membership agreement and she briefed me on the situation and asked how best to handle the situationOur staff is fully trained to handle membership issues and are taught to consult with management if necessary for policy and procedure clarification, but retain ownership of the customer issueWhen the customer was demanding such a large refund, I elected to take the call personally to see how I could resolve the situation.Once I got on the phone, I listened to the customer's position and I explained that we had no record that she ever requested her membership be cancelledI reiterated our cancellation policy and the reason we require written notice via certified mail to cancel is to protect her as a customer, as well as us as a business, to avoid situation like thisIf our cancellation policy is followed as clearly described, each party receives documentation of when the cancellation is received and processed.I told her the original reason we were calling was to collect her May dues, but I told her I would remove the failed payment for her May dues, remove her from our collection list, and immediately terminate her membership in an attempt to resolve this issueShe only outlined her part of this conversation in the Revdex.com complaint and failed to fully disclose that I had resolved the issue of her May dues payment. The customer told me on the phone, and also described in the Revdex.com complaint, that she had a conversation with a former team member "about months ago" where she told the former team member "this is my last time"According to what the customer told me on the phone and reiterated in the Revdex.com complaint, this supposedly implied that her membership was finished and she wouldn't be back. As I explained to the customer, we do not have any record that this conversation ever took place, who was involved, or what was saidThis customer's last visit to our facility was on November 15, and we also recorded where she made a purchase on the same date from the mentioned former team member, however there is no record of any conversation or cancellation request.She became very upset, used a lot of profanity towards me and then she abruptly disconnected the call. This customer's claims are easily invalidated solely based on this evidence aloneAccording to the customer's Revdex.com complaint, she claims she completed her 12-month membership as of the conversation with the former team member on Nov 15, 2013, however she had just started her membership two-months prior on September 4, 2013! This is well before the so-called "completion of her membership".On September 4, 2013, this customer signed for an open-ended 12-month term membership, which means that she would keep this same membership rate as long as she kept the membership active and she can cancel at any time for any reason, but if she cancels within the first months, she'd have to pay a $early termination feeThe 12-month term is only relevant for the early-termination fee and has nothing to do with the length of the membership, as this is an open-ended membership. Our cancellation policy, as fully outlined on the membership agreement this customer signed and acknowledged, is that "Titan Fitness must receive a written termination notice by certified mail prior to next due date."This customer did not follow our outlined cancellation policy that she agreed to, nor did she ever make contact with us regarding her membership that she had been paying for every month for at least months. Later in the evening of May 18, 2015, the customer called back to the gym with her bank also on the lineMy team member placed the call on hold and when the phone was handed to me, I heard the bank representative and the customer conspiring to try to get a full refund for the entire amount, but the bank representative said he could 'only go back so far' to revoke authorization for the transactionOnce I announced myself on the call, they both realized their intentions were overheardI then explained to the bank representative the situation and that I would be happy to provide a copy of the membership agreement that this customer signed in anticipation that she will attempt to revoke authorization for these chargesHe told me that their research department would make contact with me to acquire a copy of the signed agreement. The bank representative then asked me on the customer's behalf if I would accept an email for membership cancellationI obliged and informed him that I had already removed her from our membership and also removed the failed attempted membership charge on May 1, He then turned his question to the customer ensuring this was sufficient for herShe then started getting very upset again and would not allow either me or the bank representative have a conversation on how best to resolve the situationShe continued to interrupt and went on profanity-laced tirades towards me. I finally had the opportunity to ask the bank representative if there was anything else he needed from me, then I asked to be removed from the continued conversationHe obliged and I then disconnected. I am more than willing to provide any additional documentation that is necessary to discredit and dissolve this situation as quickly as possible, as the customer's claims are clearly unsubstantiated

Attached is a copy of the original membership agreement Ms. [redacted] signed on September 4, 2013. You can clearly see indicated in the middle of the page on the left side that her membership type was marked as a Gold 1yr term. On the right side of the page in the 'EFT Authorization' section, right above where Ms. [redacted] signed, the agreement states "Titan Fitness must receive a written termination notice by certified mail 15 days prior to next due date." At the bottom of the agreement, it states the "Promise to pay" and outlines the $75 per person early termination fee on all 1-year term agreements. Ms. [redacted] also signed below this section as well.In my original response to her Revdex.com complaint, I withheld names of staff members to be safe based on a recommendation on the Revdex.com website to withhold private information. In fact, I also withheld Ms. [redacted]'s name for the same reason. In no way did I ever dispute which staff member a conversation was held with on Nov 15, 2013, Ms. [redacted]'s last visit to our facility. We have no record, however, of the context of this conversation or of her ever contacting us indicating that she would like to terminate her membership.To restate my original response to this complaint, at the time of this conversation on Nov 15, 2013, Ms. [redacted] had not fulfilled her 1 year agreement nor did she follow our cancellation procedures as outlined on the agreement she signed, so we had no way of knowing that Ms. [redacted] wanted her membership terminated.

Complaint: [redacted]
I am rejecting this response because: If you read his response, you will see that he is lying. He stated that I did not name the parties involved in the conversation that I had about not returning. I clearly named his associate [redacted]. If you go to their website, she is promoting Titan Fitness. Also, when I asked to speak to a supervisor, his employee stated management was not there. He clearly stated in his response that when I requested to speak to someone she put me on hold not to go find my contract but, to brief him. She then came back on the phone and stated that the management can call me but, she has already talked to them. My point is, he clearly teaches his employees to lie for the business. He also stated that I so called try to conspire all of my money back. That is a lie, when [redacted] got on the phone he thought I had some random person call and try to get my money back. The bank representative had to tell him that he was really from the bank. I disputed the charges with my bank and they needed to talk to him. The call was recorded, if you need a copy of the conversation please let me know. I told my bank that I would be willing to take half of my money back and not all. [redacted] clearly did not state that. The bank asked him does he want to do the right thing and make this right? He stated no. I asked [redacted] did he even call [redacted]. He stated no he does not need to. So, he clearly did not investigate what really happened. I turned the key in, his employees could have stated to me then to put it in writing but, [redacted] clearly states that his employees are trained and know how to handle contracts. I am not the only person this has happened to. I tried working with him. Yes, I agree I did not catch that this money was drafted from my account all of this time. I was willing to take half the loss. He was not willing to work with me. He also teaches his employees to lie. Then get caught in the lie. Why would anyone believe them? I would pay the so called early termination fee if I owed it. This is the first time of me hearing anything about a early termination fee. I would rather pay $75.00 versus $672.00. Titan clearly would take more than what they are owed. Sadly, [redacted] is the CEO of the company and does not have an acting manager to handle the customers. Seems like he needs it more than me if he can't afford to hire a manager that "speaks to customers". I want my money.[redacted] 
[redacted] [redacted] [redacted] [redacted]
You can also go to [redacted] and read the reviews about the customer service. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: He says that he was witholding the employees name due to privacy but, her name along with other people names are publicized on website along with Facebook. He still has not stated that he investigated the conversation and questioned his employees. Even if they said no. I would not trust them because they have continued to lie to me.  Also, looking at the copy of the contract, information was filled in after the contract was signed. I was not offered a copy of the contract until I asked for a refund. Yet, his employees know how to handle the contracts. Again, I still do not have a key to even get in. I turned it in. I stated I will not be coming back. Again, nothing was said to me about putting it in writing. I would have signed something while I was there. Again, I would rather pay the 75.00 than the 672.00.This is how they get over on people. They have you sign the contract and not give you a copy to prove your side. Then when you think everything is taken care of something like this happens. They treat you like a number and blame you for everything. I wish I worked at a place where I can lie to customers get caught in a lie and my boss lies  to customers and still get paid.  
Regards,
[redacted]