True Fitness

There is absolutely nothing that happened that would be considered "not upholding" the contract Again; having someone else's billing attached to your membership IN NO WAY allows anyone access to your information; and there was never another person "added" to your account; only their billing was being used The $you are speaking of is showing as cancelled out in our system If that's not the case; then we would be happy to refund the $ None of that is going to change your contractual obligation to pay your monthly dues or your cancellation fee

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...

was charged $58.00 on 10/15/14 from True Fitness, which is $10.00 more than what I should owe ( $19 monthly fee +$29 annual fee). I was NOT informed that the funds were not being drafted out of my account until I receive a phone call from the third party billing company stating that the card I had on file was reported lost/stolen. I never added this card to my account so someone had to. When I called the gym after being directed by the third party billing company, the lady I spoke with said that I had some man named, Eric listed on my account. If someone could not be added to my account, then how is it possible that his card replaced my method of payment for two months? Also, being that True Fitness was the one at fault for mixing up our payment information, why should I be charged a $10.00 late fee? I have no issue with paying the funds that should have been initially drafted from my account. What I have a problem with is that you assured me that I would be refunded for the late fee that was charged to me due to the card that was on file for my payment being declined. That has yet to be refunded and is NOT a justified charge. In addition, for the inconvenience and unprofessional manner that this situation was handled, I would like my membership to be terminated without having to be charged a $99 fee. I am sure that the contract that I signed assures my account privacy and confidentiality, which was violated. So I fail to see why waiving the $99 fee to release me from the contract you did not uphold would be any less of a violation.  
Regards,
[redacted]

There is absolutely nothing that happened that would be considered "not upholding" the contract.  Again; having someone else's billing attached to your membership IN NO WAY allows anyone access to your information; and there was never another person "added" to your account; only their billing was being used.  The $10 you are speaking of is showing as cancelled out in our system.  If that's not the case; then we would be happy to refund the $10.  None of that is going to change your contractual obligation to pay your monthly dues or your cancellation fee.

I spoke with Ms. [redacted] a few days ago when she came in.  She said that she had cancelled in late May or early June of 2013; but we have no record of her canceling.  When people cancel it is our policy that they come in to fill out a cancelation form; in which case they get a copy of that...

form for their records (or they can send a certified letter; which also provides prof of receipt for their records).  This cancelation policy is signed for by each member in their membership agreement.  Ms. [redacted] stated that she received a copy of the form; but can't find it.  This really gives us no way of confirming whether she canceled or not; and we cannot base this system on which members we choose to believe and which members we don't.  Providing them proof allows us to maintain the integrity of our company without having to basically accuse one person or another of being dishonest.  If Ms. [redacted] can provide her copy; we already explained to her that we would reimburse her for any charges past the date on the form.  We understand that Ms. [redacted] is upset; but we have no way to verify what she's saying without her providing us a copy of her cancelation.  At no point in the last 9 months has Ms. [redacted] made us aware that there was an issue.  Her first contact to us came in the form of a phone call on Sunday; March 16th.  
 
If you have any future questions please feel free to contact me.
[redacted]
General Manager
True Fitness
 
[redacted]
[redacted]

Review: I cancelled my gym membership with True Fitness in June of 2013 in person at their Fullerton, CA location. I signed all of the documents and turned in my key chain pass. They told me that every thing was taken care of and I was no longer a member and my credit card would no longer be charged. I recently noticed that my account was still being charged the monthly membership fee, and had been for the 9 months since I had cancelled my membership. I went in to speak with them and they said that my membership had not been cancelled and they did not have any documents showing that I had cancelled it. The only way that they are reimbursing me is if I have documentation to prove that it was cancelled. The very unapologetic manager made it clear that this was not their fault. I would like to know if they have any responsibility in this matter.Desired Settlement: I cancelled the membership in June 2013 and have been charged the $15.75 fee once a month from that point through March 2014.

Business

Response:

I spoke with Ms. [redacted] a few days ago when she came in. She said that she had cancelled in late May or early June of 2013; but we have no record of her canceling. When people cancel it is our policy that they come in to fill out a cancelation form; in which case they get a copy of that form for their records (or they can send a certified letter; which also provides prof of receipt for their records). This cancelation policy is signed for by each member in their membership agreement. Ms. [redacted] stated that she received a copy of the form; but can't find it. This really gives us no way of confirming whether she canceled or not; and we cannot base this system on which members we choose to believe and which members we don't. Providing them proof allows us to maintain the integrity of our company without having to basically accuse one person or another of being dishonest. If Ms. [redacted] can provide her copy; we already explained to her that we would reimburse her for any charges past the date on the form. We understand that Ms. [redacted] is upset; but we have no way to verify what she's saying without her providing us a copy of her cancelation. At no point in the last 9 months has Ms. [redacted] made us aware that there was an issue. Her first contact to us came in the form of a phone call on Sunday; March 16th.

Review: I received a phone call from the third party billing company that True Fitness uses to collect outstanding debts stating that I had a balance on my account because the card I placed on file was reported lost or stolen. I never gave True Fitness a credit card and gave them my direct account number to withdraw monthly funds. When I called to inquire with the third party billing company, I was informed that another person was added to my account in September and that they placed the card on file that was not reported lost or stolen. I explained that I am single with no children and I have no knowledge of who that person was. I was told to contact the gym directly, which I did. They asked me if I was sure that I didn't know the man and if I didn't changed my account information. I demanded to speak with a manager at that point because I was very concerned about a stranger being able to be added to my account without my knowledge and them having access to my account information. It took them two days to finally call me back because they said that the manager was "in a meeting". They informed me that they accidentally added this man to my account due to a numerical error and acted as if it was not a big deal that my account information could potentially be comprised. I asked to have my membership canceled immediately and they told me that I would need to pay $99 despite the inconvenience that was caused to me. I explained that I would be filing a complaint and I heard nothing from the management again. I have just checked my account and see that they have not only withdrawn the fees that they accidentally took out of the stolen card but a late charge fee which occurred through no fault of my own and was told would be waived. I called over a week ago to ask to be refunded and nothing has been done.Desired Settlement: I would like to be refunded the late charge fees that was withdrawn from my account as well as have the $99 fee waived to cancel my membership due to the inconvenience of my personal account information being compromised.

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 was charged $58.00 on 10/15/14 from True Fitness, which is $10.00 more than what I should owe ( $19 monthly fee +$29 annual fee). I was NOT informed that the funds were not being drafted out of my account until I receive a phone call from the third party billing company stating that the card I had on file was reported lost/stolen. I never added this card to my account so someone had to. When I called the gym after being directed by the third party billing company, the lady I spoke with said that I had some man named, Eric listed on my account. If someone could not be added to my account, then how is it possible that his card replaced my method of payment for two months? Also, being that True Fitness was the one at fault for mixing up our payment information, why should I be charged a $10.00 late fee? I have no issue with paying the funds that should have been initially drafted from my account. What I have a problem with is that you assured me that I would be refunded for the late fee that was charged to me due to the card that was on file for my payment being declined. That has yet to be refunded and is NOT a justified charge. In addition, for the inconvenience and unprofessional manner that this situation was handled, I would like my membership to be terminated without having to be charged a $99 fee. I am sure that the contract that I signed assures my account privacy and confidentiality, which was violated. So I fail to see why waiving the $99 fee to release me from the contract you did not uphold would be any less of a violation.

Regards,