TruFit Athletic Club

To Whom it may concern a refund check for Ms. [redacted] $19.49 down payment has been mailed and her account has been canceled. Below is the thread of email correspondence between Ms. [redacted] and our district manager  On Mon, Jan 15, 2018 at 5:52 PM, [redacted] <sam[redacted][email protected]>...

wrote:Good Evening, I wanted to follow-up with you regarding setting up a meeting to discuss the situation that occurred at the daycare at the Trufit Weslaco location. I was told that you wanted to meet with me.If you could please provide me with 3 dates that we can possibly  schedule a meeting. Preferably after 5:00pm due to working 8am to 5pm Monday through Friday.Respectfully, [redacted] Bill H[redacted] Jan 16to [redacted], bcc: me Ms [redacted]With all due respect according to your last social media post we have already met and in addition we did have a meeting scheduled for last Friday at 6pm which you failed to show up for...in fact I waited for almost an hour for your arrival.With that being said I would like to take the time to clarify several points that I talked with your husband about.1. The sales counselor that you signed up with did everything in good faith.  To the best of his knowledge he had no reason to believe that there would be any issues.2. The reason the Kids Club staff does not feel that they can care for your child has nothing to do with his disability but is based on concern for the safety of every child. What you refer too as inappropriate behavior is a safety issue for all the children.3. In regards to the video, let me be perfectly clear.  It is not the intent of TruFit to portray you, your child ,or family in any negative way but we also have to protect ourselves when being portrayed on social media as discriminatory to the disabled. 4. In regards to the refund since you paid cash for the enrollment we must send a check for payment. Please confirm that the address we have of [redacted]s accurate and I will have a check sent immediately.In closing I want to stress that myself and the entire TruFit team has compassion and recognize how difficult raising a special needs child can be, in fact as I discussed with your husband my mother adopted a special needs child over 20yrs ago so I have first hand knowledge of this.If you would still like to meet I can make myself available either Thurs or Fri evening at 6pm.Best regards,Bill H[redacted]TruFit District Manager

The local club has already taken care of your cancellation request.  Your agreement is no longer active.

The signed agreement we have on file indicates a 12 month commitment from you.  In order to cancel your agreement prior to the end of your term, we will need a copy of your move proof (according to your agreement).   Once provided, I will proceed with cancelling all of the agreements you...

currently have on file with us.  I do apologize but we do not refund based upon your usage.

We have a signed contract on file indicating a term date of April 2016.  Your family member has been actively accessing our clubs since December of 2015 and as early as February this year (2016).  I have submitted both of your cancellations today and requested the contracted term amount owed on your membership be waived ($144).

Complaint: [redacted]
I am rejecting this response because: [redacted] (person cancelling) has sent the cancellation to [redacted] & [redacted]...

multiple times.  Along with me now attaching it again.  I will be the only person on the account.  I want to now cancel my membership completely.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: So that is repeated every 91 days?
Sincerely,
[redacted]

Good day, I have submitted your request to cancel both of your Kids Club agreements and I have also frozen your membership until December 2016 (no payments will be deducted during this time).  If you need to reactivate sooner, the local club will be able to assist you.

Your membership has been cancelled and any balances have been waived.

Your agreement has been cancelled and no further charges will take place.

Attached you will find your signed agreement indicating your monthly Personal Training commitment.  I am not seeing the $184 your are referring to, your PT is $168 and your monthly dues are $19.99.  Just to confirm, you cancelled your membership but now want to cancel your PT?

Initial Business Response /* (1000, 14, 2015/07/20) */
Member signed up for a monthly membership that clearly states that if delinquent there will be late charges added to monthly dues. Members credit card has declined 17 times. We have waived fees in the past for this member, however moving...

forward member is responsible for late fees. Contract clearly states this.
Initial Consumer Rebuttal /* (3000, 16, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've had charges from TruFit for each month, except February. I received no contact from TruFit, and starting the next month I was charged multiple times for "fees". When I called their office, I was told nothing more than "Oh, those are fees", and they would be overturned. Now, come to find out this is not the case, and I was never contacted about these supposed 17 declines. The gal on the phone said someone would contact me about canceling my membership, and par for the course from what I've read... lies and awful customer service. TruFit can't uphold their side of the contract, period. I want my membership canceled.
Final Business Response /* (4000, 18, 2015/07/24) */
TruFit attempted to contact member on 4/2, 4/3, 5/11, 5/12, and finally 5/27 talked to member. In notes attached to TruFit account it states that member hung up on caller two times. A letter was sent to member on 6/12 as well. In regards to contract, member is able to pick up contract in club at any time. Member signed up on line and would have agreed to all policies of trufit contract at time of enrollment.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, contingent upon receiving the promised refund from Tru Fit.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I can provide proof, both camera footage (1-20-3016 between 1-2pm) in the facility with me signing the cancellation paperwork and the notice given to [redacted] on 1-26-2016. She did not rebut by cancellation because trufit has the appropriate  documentation. 
Sincerely,
[redacted]

Your membership has been cancelled and the $90 delinquent amount has been waived.

Good day, all of your memberships have been cancelled.  Please let us know if you need anything else.

After the term of your agreement, your membership becomes month to month until we are notified to cancel (at least 10 days prior to the debit date).  I will submit the cancellation of your membership today (4/26/16), as it is active in our system.  Please provide any proof of prior...

cancellation you may have from the local club.

Good afternoon, are the signatures listed on the agreement not yours?

the only thing they didn't mention in their response was if the entire contract was cancelled. This would include terminating [redacted] contract as well. I need both agreements terminated. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We have you enrolling in Feb of 2017, not 2016.  I have attached your signed agreement to review.  We have found no record of you contacting any of us, my apologizes.  Please forward a copy of this communication.  You signed up on a one year agreement and paid $1 to...

start.  Parking is provided a few minutes away and validated and classes are daily and rarely cancelled. Your 12 month term membership comes up for renewal 3/28/2018 and according to your agreement you can cancel at that time.  Exceptions are moving 25+ miles away from one of our clubs or for medical reason, both require the proper documentation to process.

Your membership and PT agreements have been cancelled and all delinquencies have been waived.