TruFit Athletic Club

Thank you for your inquiry and time I do apologize but we have nothing on file indicating a request to update your debit information Do you happen to have a copy of this you can share with us? The signed agreement we have on file indicates a term agreement starting 9/23/and
ending 10/23/ The last time you visited the club, there were no issues with your debit and no reason for the front desk to bring anything to your attention

Initial Business Response /* (4000, 29, 2015/07/18) */
From: ***@stacyjustinadvertising.com
Sent: Saturday, July 18, XXXX X:XX PM
To: *** *** *** ***
Subject: https://denver.app.Revdex.com.org/complaint/view/XXXXXXXX/b/a38e68k - *** ***
Hi
Attached and below is response
for *** ***
Thanks ***
*** *** - TRXXXXXXXXXXXG XXX-XXX-XXXX
Member purchased a month PT contract on 1/3/He said forgot about the auto renewalI asked if he was told about it to which he replied "yes, but no one was going to remember that"He was charged for the auto renewal of $on 3/and again on 4/Member did not cancel his auto renewal until 4/Member was very upset and was asking for a refund for both monthsI explained to him that we would not be able to do that but his wife could use his sessionsHe then asked if we could refund one of the months because he was not going to use the sessionsHe said he wanted me to escalate this to my boss because "the only reason we do the auto renewal is to trick people into giving us more money" and he also asked me to send him a copy of his PT contract so his lawyer could take a lookAgain, the guy was pretty madI'm OK with refunding the one month for service, but we did nothing wrongHe simply forgot to cancel his auto-renewal
*** *** Advertising
*** *** *** ***
*** CA XXXXX
XXX-XXX-XXXX
cell XXX-XXX-XXXX
Attachments scanned
Initial Consumer Rebuttal /* (3000, 17, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
weeks ago I was told by the local manager that TruFit was going to give me a refund, to date this has not happened
I was informed that the auto renewal was a convenience to the customer, it is notIf TruFit was truly concerned about my convenience they would have refunded any payments I submitted as a result of the situation I am in
I have not received any services for the additional $I paid therefore I feel I am entitled to a full refundTruFit seems intent on using clever contract and payment "rules" to bilk additional revenues out of unsuspecting customers, not a good way to run a businessI'm sure I am not the only customer to have this experience, perhaps I should continue my litigation options and involve a larger TruFit customer base
Final Consumer Response /* (4200, 32, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received a refund for one month service, $Every time I ask about I am told that there is a new employee working and it will take some timeIt's been months

Thank you for your inquiry Our records indicate we have been trying to assist you with your concerns since inception We have communicated with you on several occasions and shared your signed agreement along with reiterating its terms Please let me know if you require an
additional copy

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I Thank you very much. Please talk with customer service so you guys can keep your business going. I have heard this issue a lot. And your facilities are beautiful but after dealing with customer service you want to run. Good Luck. & Thank you for refunding this money to my daughters account
Sincerely,
*** ***

Mr***, I believe we resolved your concerns 8/4/

Complaint: ***
I am rejecting this response because: I was not made aware that it was a month agreement at the time of signing upAgain, I was clearly told that I would be able to cancel at any time nad I am
now being told that I am in a month agreement.
Sincerely,
*** ***

Initial Business Response /* (1000, 7, 2015/10/15) */
We received a cancellation request but it was for personal training sessions and we processedI can not locate any information indicating a request for Ms***'s membership to be cancelledWe will process her membership cancellation
effective todayI will need additional documentation to research her refund inquiry on her membership
Initial Consumer Rebuttal /* (3000, 9, 2015/10/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A certified letter was sent and acknowledged by TruFit management on May 3, to request the cancelation of my membershipEven though this letter was received, they have continued to charge my credit card in July, August, and SeptThe fact that they can not find my original letter is a problem on their partI realize there has been a change in management in the interim, but I shouldn't have to pay for their loss of recordsA second certified letter was sent Oct 15,
Final Business Response /* (4000, 11, 2015/10/28) */
We received and processed the request to cancel her personal training agreementWe cannot locate any information (from her or on file) indicating a request for Ms***'s membership to be cancelledI submitted this request immediately (10/15/15)We truly understand her frustrations but we need proof of membership cancellationWe pride ourselves on our customer service and I have obtained special approval to request a refund in the amount of $($paid in August and $paid in September, noting was deducted in October)She should see the refund to her card within to hours
Final Consumer Response /* (2000, 13, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Your agreement has been cancelled along with all delinquencies being waived

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Good morning, I will do my best to assist. On 12/27/you paid $to our Texas Collections department for November disputes and on 1/3/2018, this was refunded. On 1/9/2018, you submitted another dispute and you were refunded for $again. At this point you have been double
refunded

Good afternoon, it appears as though you cancelled your PT agreement in February 2017. Sessions expire months after agreement cancellation, your sessions have expired. You currently have expired sessions.This was the first we were made aware of any concerns or needs was
via Revdex.com, unfortunately you did not attempt to contact us at the local club for a more expeditious resolution. Additionally this is the first we've been informed of your missing sessions.I do apologize but we will not be able to accommodate with a refund at this time, the terms of your agreement will apply.We are more than wiling to extend your sessions that are currently expired, for redemption. Additionally we would like to provide you extra sessions, please advise

Based upon your signed agreement on file, you committed to a month term membership According to this agreement, if you did not wish to renew, days prior to the end of the term (3/14/2016), you must submit this request in writing and send a certified letter to the club indicating so
(3/14/would've been the last committed debit) We pride ourselves on customer service and do apologize for any confusion caused Your agreements have been cancelled prior to the last debit being collected and fulfillment of your signed agreement, no refunds will be issued

Complaint: ***
I am rejecting this response because: I did not sign any agreement for PT. *** ***, the head of personal training, said they never expired as long as my membership was current. I have email confirmation the he sent to my colleagues stating this fact, so I still expect a full refund of my unused training appointments which I did not use. I would be happy to provide email documentation to you from ***. Thank you
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

My apologies for your concerns, I will do my best to assist you I have cleared your delinquencies and cancelled your agreement

Complaint: ***
I am rejecting this response because: I was not asked for proof as I was on bed restWhich means I am not to drive or do much physical activityAs I said in my statement I was not told I was on a month contractIt was supposed to be month to monthMy complaint is also that even an option of putting my account on hold meant that I was to continue paying for something I was unable to use and unable to afford because of my pregnancyNo follow up was ever done and no one returned my calls or emails as promised.
Sincerely,
*** ***

In order to freeze your membership (on hold) according to your signed agreement, we would've required some sort of medical proof in order to process this This could've been mailed or emailed directly from the doctor and we would've accepted You would've also received a freeze form from the local club indicating the specifics of your freeze The agreement you signed and initialled indicates a month term membership, starting and ending Your membership can be cancelled in October, according to your agreement We at TruFit pride ourselves on our customer service and I received special approval to cancel your membership prior the term date in October and processed

Your membership has been cancelled and balances removed as per your discussion with our Collections department The charges you are referring to are disputes we won based upon your previous monthly dues payments that were not collected/denied There was nothing indicated in notes or
documents attached to your account that you had previously cancelled Do you have this documentation you can share with me?

Complaint: ***
I am rejecting this response because:Hi there,As stated before, I was never shown or able to read the agreementThe young woman working the front desk had me sign a tiny signature screen without showing or providing me anything so I could know what I was signingI remember saying "can I see or it will I get a copy?" and I was told she couldn't pull it up but that I'd get a copyI never received oneYou're still taking money from me and I haven't been to the gym since July because I'm not happy with the services provided and you won't let me cancelI absolutely shouldn't have signed that agreement without seeing it myself as I come from a family of lawyers so I should have known better, but TruFit has not held up the end of the bargain either by telling me what I'm signing or even providing me with a copyHow is that ethical?
*** ***

Your membership has been cancelled and delinquencies were waived by our Collections department