Tri-City Court Club

My family and I have been members of the tri city court club for over 2 years now and loved it there with no issues until one of the parents decided it was appropriate to follow my 9year old into the game room and proceed to yell at him in his ear one of the employees stopped it right before I walked in we filed a report with the general manager whom did nothing about it and told me by phone I should just let it go how can you be a family center if you don't care about the childrens safety

Review: I am disgusted by the way they handle business at the TCCC. I have submitted multiple cancellation requests to end my membership both in writing and in person. After 2 months my account is still open. Due to health and financial reasons I am forced to cut costs where necessary and they refuse to terminate my membership, and they are now telling me they are going to send my account to collections because the account has remained open and now has past due payments. Each time when I arranged with one of the workers a date and time to have their management call me to discuss my account they either called at a time that I could not answer my phone or I wouldn't hear from them at all. I work 2 jobs and specifically told them when I would be available to speak with them while their office was open. We would reach an agreement, but they would never follow up. Today, I had a small window of time to go in during business hours and requested to speak with management to discuss canceling my membership. The young woman I spoke with at the front desk who knew nothing about my situation was rude and told me "It's not going to happen. you have to request it in writing, that's our policy and there's nothing I can do about it". For a company with an A+ rating on the Revdex.com with no complaints made in the past 3 years I am appalled at the way they have chosen to handle this situation.Desired Settlement: I want my membership to be closed and without being sent to collections. It has been inactive much longer than it has been unpaid so the least they could do is allow me to speak with their management so they can be aware on my situation. It is too stressful to continue to be bullied by a business and forced into keeping a membership that I can no longer afford and refuse to use because of their staffs unprofessional manner of how they have treated me ever since I asked to close my account.

Business

Response:

To Whom It May Concern:

This letter is in response to case number 9521972.

Mr. [redacted] joined the Tri-City Court Club on July 25, 2012. When he joined he signed a one-year membership agreement. Please see enclosed membership agreement. On the membership agreement it states in many places that the membership is a one-year agreement. It also states that the person is obligated to pay whether they use the Club or not for the duration of the one-year time period. Additionally, [redacted] initialed in multiple areas of the agreement that he understood it was a one-year membership agreement. Our sales representative, [redacted], also underlined on the agreement that it was a one-year membership.

Our Club follows the laws in Washington governing Health Studio Services. And our membership agreements have been written in accordance with the laws of the State of Washington - RCW, chapter 19.142RCW. (Please see enclosed copy). It is also standard practice for Clubs to have their members enroll for a one-year time period.

Mr. [redacted] contacted us on February 4, 2013 expressing an interest in canceling his membership. We got right back to him and explained that he was obligate with the Club thru July 25 of 2013. Please see the memo dated April 29, 2013, which gives a complete summary of the efforts [redacted] went thru to contact Mr. [redacted] and explain to him that he was required to complete the one-year membership. As you can see it was not us who avoided contact with Mr. [redacted] - it was Mr. [redacted] who did not follow up and get back to us.

Around the end of April, [redacted] told me she still had not been able to make contact with Mr. [redacted] about canceling his membership. He had also left her a voice mail stating that he was not going to pay. On May 1, 2013, I wrote a letter to him (please see enclosed) stating that he was in a one-year membership and he was obligated to pay. Additionally, if he didn’t pay we would send the account to our collection services. I also stated that if he needed to make payment arrangements we would work with him and allow him to do so. I got a voice mail back from him saying he would pay but could only pay $10.00 per month. I called him back and told him we would need a minimum payment of $25.00 per month plus he needed to come in and sign a payment

agreement form.

Last week I called Mr. [redacted] on May 6, May 7, May 8 and May 9 to make arrangements for him to come in and sign the payment agreement form. He left me a message that he would be in on Tuesday, May 14 to sign the agreement. He did not show on Tuesday, May 14 like he said he would. And he did not call to reschedule. But he did make a payment for $80.00

At this point I will send him the agreement in the mail and he can sign it and return it.

Mr. [redacted] is the one who does not follow thru with his commitments and taking care of business. We have been very clear from the beginning when he joined that he was signing a one-year membership agreement and he was obligated to the agreement for the full year. It is all spelled out very clearly in the membership agreement. It is also very clear on the membership agreement that he can’t “just close his account”. It has remained active because he is obligate thru July 25, 2013. And if he does not pay the amount owed will be sent to collection.

We have worked hard to communicate with Mr. [redacted] and to follow up with him about his membership. Additionally - we are open 7 days a week. I have membership representatives here until 8:00 p.m. Monday through Thursday and 6:00 p.m. on the weekends. So Mr. [redacted] could have made an appointment to meet with us instead of just dropping in and expecting someone would be available to help him. We do meet with people to tour the Club and sign people up via a personal appointments. So there are many hours in the week that Mr. [redacted] could have come in to handle this situation. [redacted], the membership representative, did a great job of following up with Mr. [redacted] to make sure he understood his obligation and not to just leave the issue hanging.

As far as Mr. [redacted]’s desired outcome - we will not send him to collection as long as he pays off the entire account balance and he sticks to the payment plan set forth. If he wishes to speak to me like he states in his complaint - I have been available to speak to him from the time I became aware of the situation. I also return all phone calls and messages within 24 hours unless it’s a weekend. I have left numerous messages for him to call me back and he has not done so. He could tell me a time to call him and I would be happy to call him.

Mr. [redacted] states he has been bullied by my employees - I can assure you we put our employees through extensive customer service training and our employees absolutely do not bully our members. [redacted] has been completely professional and I have too in each and every correspondent and phone message to Mr. [redacted]. In regard to the service desk person’s response -1 will investigate it and take appropriate action.

As far as Mr. [redacted]’s financial ability to pay on his account - he states in his complaint he is working two jobs. So I would expect that he should be able to continue to pay for his membership obligation. In regard to the follow up - [redacted] has clearly detailed the

follow up she has done to try to resolve the cancellation issue. Mr. [redacted] was the one who left the issue unresolved until I sent him the letter dated May 1, 2013.

If you have further questions in regard to this situation or would like to speak to me personally please let me know.

Respectfully,

[redacted] Club Manager