U S A Athletic Club & Spa

Initial Business Response / [redacted] (1000, 8, 2015/05/31) */ Contact Name and Title [redacted] COO Contact Phone: XXXXXXXXXX Contact Email: [redacted] @sbcglobal.net When Ms [redacted] first started training at USA Athletic Club she was training with the Athletic Director at the timeAfter he left USA she trained with different trainers until she began working with [redacted] in The records that Ms [redacted] referred to showing her sessions being checked off two at a time, or on days when she did not train are accurateWhat Ms [redacted] did not realize is that trainers do not always check off training sessions on the day that training takes place they only have to check them off before payroll is dueThis system is a payroll systemSome prefer to keep their own log and only check of sessions on the computer once a weekOthers wait until the end of the pay period to check off all of their sessions at onceThe dates on her account reflect the date the sessions were checked off, not when the training actually took place After a phone conversation with Ms [redacted] on August 20, [redacted] instructed [redacted] to charge Ms [redacted] 's credit card $for personal trainingMr [redacted] was given verbal authorization from Ms [redacted] to buy her personal training packageAs Ms [redacted] had frequently bought training packages [redacted] had no reason to doubt [redacted] 's instructionsPeople often buy packages over the phone so that they can take advantage of promotions the club is running without having to drive to the clubIt is not USA's position to question when or why a person purchases training at a given timeThere are different training promotions available at times and members may want to take advantage of them If Ms [redacted] received an alert from her credit card company concerning the $training package on August 20, then why did she wait weeks, until October 8, to file a complaint with her credit card company if the charge was actually fraudulent? Ms [redacted] conveniently waited until two days after [redacted] severed his employment with USA to complainOur records do show that she visited and trained at USA on October 6, Ms [redacted] accusation that USA was checking off her training sessions in September of to justify selling her a package in August of makes no senseSince she had already purchased her new training package there would be no incentive for USA to check off sessions she already had in hopes of selling her more trainingUSA does not benefit from checking off training sessions that have not been usedWe do not need to "justify" a member buying more training, especially after that training has been purchased The credit card company ruled in USA's favor on the complaint by Ms [redacted] in December, It is odd that Ms [redacted] did not register her complaint with the Revdex.com or contact USA regarding the $charge put back on her credit card until ***, Ms [redacted] 's membership account was frozen in November of after a credit card charge for her monthly membership dues was denied by the credit card companySince Ms [redacted] had filed the complaint about the training package USA did not want to run up membership fees and put her into collectionMs [redacted] was, and is, free to reinstate her membership at any time and use her training sessionsIf Ms [redacted] chooses to reactivate her membership USA will honor her training sessions up until Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr [redacted] is stating that the trainers might mark off sessions all at once and not on the very day that a client may have trainedSo, I would like an explanation as to why when I trained a TOTAL of times with [redacted] during her very short tenure with USA - her last day being October 6, that the report shows that she checked off sessions from my package and that is only the portion of the report that I can seeThis was done on different dates during the month of september prior to her departureI have text messages verifying the dates that I actually trained with herThose dates are 8/27/2014, 9/5/2014, 9/12/and 10/6/She was only employed there for less than monthsIn regards to two or more sessions being checked off at once, both Mr [redacted] and Mr [redacted] told me that they were instructed by MR[redacted] to do that so they could get paid more for the sessionsMr [redacted] I trained with previous to Ms [redacted] and I trained with him a total of times and he removed a total of sessions from my previous packageI can continue to go back further if needed The credit card company clearly did not look closely at the materials USA provided to them and I unfortunately did not receive the documentation until well after the deadline for responding which I will continue to follow up with them onHad I responded that would not be the caseI happened to be pre-occupied with medical issues at that time that were urgent in nature I have text messages from Mr [redacted] explaining a promotion that would be sessions for $which would include a month free gym membership which would be a value of $for the free membershipThis started on August 15th and continued with several text messages through the 20thi was not responding due to business travelOn the 18th I responded, "I hesitate because it has been hard for me to in there and to even get a trainer when I can and I have clearly had a bad experience there in the pastIt is difficult to even sqeeze in the sessions I already have" He continues with or more messages saying that my past experience was not his issueMy reply was """"No I am notAfter what has happened with these deals in the past, NO""" I will attached a file with pictures of the text conversationTherefore, I did not authorize him to charge my card and I find it particularly interesting that my membership has been frozen, since the deal that USA is stating that I purchased included a one year free membershipThis does not make sense to me at allAnd the comment about "collections" also makes no senseNot sure what that is in reference toAs per Mr[redacted] reference to Mr [redacted] and his separation from the company, that is inmateriali was not training with him and his leaving has nothing to do with me as a client or this situation in any way Additionally, I have spoken with [redacted] at USA and on more than occasions, Ms [redacted] who is the one who provided the report that I am referencing and sent it to the credit card company and she stated that she did not know what to say and I needed to talk to Mr [redacted] MrBrandt has never contacted me following any of my discussions with Mr[redacted] or Ms [redacted] or following several messages I have left at the club receptionist with my name and number for an owner to contact meNo calls have ever been returnedAs far as a delay between November and March - I can provide documentation if necessary regarding my health issues, ultrasounds, biopsies, surgeries, loss of a job all while caring for childrenI clearly have had other priorities that are far more important than this which is a ridiculous thing for me to have to spend any additional time on Again, I have very detailed documentation of everything including the text messages, phone logs, emails and dates when I had these discussions and when I actually did train which in total is closer to half of the sessions that I had previously purchased not counting the sessions that I most certainly did not authorize the purchase ofI can also provide a signed statement from Mr [redacted] stating that I did not authorize the purchaseI have also reached out to the previous trainers about the sessions I had with themI am sure there are also cameras in the facility that would show if I was or was not there for trainingBut, getting those I will leave to the legal system if we need to take this forward Final Business Response / [redacted] (4000, 15, 2015/06/16) */ Ms [redacted] is requesting an explanation as to why sessions were checked off for training with [redacted] when she only trained timesMs [redacted] claims that she has text messages verifying the dates and sessions trainedNo one at USA Athletic Club has seen these textsSince Ms [redacted] is on good enough terms with Ms [redacted] that she can verify the dates trained, it is our suggestion she ask Ms [redacted] why the sessions were checked offMs[redacted] was paid for each of those sessions she checked offChecking off additional sessions in no way benefitted USA Athletic Club as we paid Ms [redacted] for each session she checked offPerhaps Ms [redacted] and Ms [redacted] should coordinate their facts on the training seesions used Ms [redacted] also claims that Mr [redacted] told her that Mr[redacted] told him to check off multiple sessions so they could get paid moreMr[redacted] left his position at USA on December 2, Mr [redacted] was hired [redacted] 27, 2014, almost months laterThose two would have had no interaction with each otherThere is no reason why Mr [redacted] , as Athletic Director, would have done anything a previous Athletic Director supposedly told him to doMs [redacted] was hired August 4, If anyone told her to click off multiple sessions it would have been Mr [redacted] or Ms [redacted] As Athletic Director Mr [redacted] receives a daily sales report for all training packages soldHe would have known about the package sold to Ms [redacted] immediatelyIf he knew the package was sold in error he would have corrected the issue at that point in timeInstead, Mr [redacted] benefited from the sale as it helped him to reach his training sales goals and he was paid $commisson for the packageI would be surprised if Mr [redacted] was willing to sign a statement that he did not authorize [redacted] to process the training package when he knew about the sale and was paid for itMr[redacted] on the other hand, receives no commisson for training package sales and would have no incentive to process a fraudulent charge, he also will be willing to sign a statement that [redacted] instructed him to charge Ms [redacted] In reference to Ms [redacted] 's membership being frozen, Mr[redacted] made that decisionon on his own to prevent any further issues with Ms [redacted] 's accountHer February 15th maintenance fee had declined so he took it upon himself to credit the membership and freeze her account so there would be no collection calls made until the personal training issue was resolvedUSA would be more than [redacted] to unfreeze Ms [redacted] 's account if she would like to continue using it Final Consumer Response / [redacted] (4200, 17, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) In response to the comments about Ms [redacted] and the suggestion that I follow up with her regarding why she checked off sessions - that is not my jobI would think that USA would have some kind of checks in place for their employees to validate that they actually held these training sessionsAnd as far as the texts, I am more than [redacted] to share themAgain, they have my number and have never - ever called me back to set up a time to talk through this issueI do appreciate that you included Ms[redacted] start dateIt is actually IMPOSSIBLE for me to have used sessions with her [redacted] asked about her training me and she first reached out to me and introduced herself via text message on 8/25/at 6:05PMWe scheduled a session for that WednesdayWe were supposed to meet again on Friday, the 29th and she sent me a text cancelling because there was a lice breakout in her 4th grade daughters class9/6-9/I was out of the state for work9/24-9/was out of the state for work again9/26-9/- out of stateTrained on the 23rdAgain - times totalFrom the time I started training with her until she quit - I was not even in the state or close to the gym to even be able to go in and train with herI can provide airline tickets, rental car receipts, etc10/2-10/out of town againAnd I am in Wisconsin on weekends and never trained on weekends Mr[redacted] did not tell Mr [redacted] to check off multiple sessions - he told the trainer, [redacted] that and other trainers who then communicated that to [redacted] [redacted] also checked off multiple sessions And, I did not tell Ms [redacted] to check off multiple sessions - why in the world would I do that!!!?? She clearly was upset with the management and other work conditions and then checked off all these sessions right before she quitI would suggest that USA maybe looks into other accounts of people she trainedI am sure it wasnt just mine If you would like the statement from Mr [redacted] - I can provide thatHe was told that it needed to be fixed and I absolutely did not want the package! Again - this training package that USA is claiming I purchased was supposed to come with a free membership for a year! So, why were they trying to charge my card for a monthly membership fee? I closed the account intentionally to keep them from continuing to charge it! Normally, if a consumer has a recurring charge with a business and the card expires or declines, the business will then reach out to the consumer and ask if they would like to use a different method of payment, etcI was never contacted And, after this treatment through this process, the difficulty finding a trainer and the high turnover of trainers there, the questionable practices associated with managing clients training sessions, the fact the COO of the company cannot even return a phone call - why in the world would you think I would be comfortable going there again?!!! To run into the same issues all over again? You cannot talk to me - but I should come to your gym? And, you cannot acknowledge the fact that your employees are checking off training sessions that have never been used so they can get paid right before they quit - and you want me to be responsible for following up on that? I am really shocked at the way this has all been handled and the fact that they remain openHowever, it does shed light on the fact that the employee turn over is so high and the fact that most people I know have stopped going to USAI wish they would just do the right thing

Initial Business Response /* (1000, 7, 2015/07/15) */
Contact Name and Title: S*** COO
Contact Phone: ***
Contact Email: ***
Ms*** did buy her membership on According to her agreement the membership started on She purchase a month
membership for $and received a free additional monthsMs*** is wanting to cancel her membership at the end of June This is two months short of her month membership she purchasedWe are willing to refund the last two months of her paid membership, which would be $The additional months was part of a promotion and were given to her for free, no money was paid for these months so no money will be refundedIf Ms*** would like to stay a member we will continue to honor her membership
All membership sold are good for unlimited usesIt doesn't matter if the member comes in three times a day or once a year
Initial Consumer Rebuttal /* (2000, 9, 2015/07/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am not satisfied with their response; however I realize I should have cancelled the membership soonerMy cognitive/Parkinson's issues prevented me from even thinking about itI will accept the $but I will not give them a good recommendation to other interested people

Initial Business Response /* (1000, 6, 2015/07/23) */
Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: ***sbcglobal.net
This refund was mailed out on
Initial Consumer Rebuttal /* (3000, 8, 2015/07/24) */
(The consumer indicated he/she DID NOT
accept the response from the business.)
When I receive the check THEN I will close this caseThanks!

Initial Business Response /* (1000, 8, 2015/05/31) */
Contact Name and Title[redacted] COO
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@sbcglobal.net
When Ms. [redacted] first started training at USA Athletic Club she was training with the Athletic Director at the time. After he left USA...

she trained with 3 different trainers until she began working with [redacted] in 2014. The records that Ms. [redacted] referred to showing her sessions being checked off two at a time, or on days when she did not train are accurate. What Ms. [redacted] did not realize is that trainers do not always check off training sessions on the day that training takes place they only have to check them off before payroll is due. This system is a payroll system. Some prefer to keep their own log and only check of sessions on the computer once a week. Others wait until the end of the pay period to check off all of their sessions at once. The dates on her account reflect the date the sessions were checked off, not when the training actually took place.
After a phone conversation with Ms. [redacted] on August 20, 2014 [redacted] instructed [redacted] to charge Ms. [redacted]'s credit card $3000 for personal training. Mr[redacted] was given verbal authorization from Ms. [redacted] to buy her personal training package. As Ms. [redacted] had frequently bought training packages [redacted] had no reason to doubt [redacted]'s instructions. People often buy packages over the phone so that they can take advantage of promotions the club is running without having to drive to the club. It is not USA's position to question when or why a person purchases training at a given time. There are different training promotions available at times and members may want to take advantage of them.
If Ms. [redacted] received an alert from her credit card company concerning the $3000 training package on August 20, 2014 then why did she wait 6 weeks, until October 8, 2014 to file a complaint with her credit card company if the charge was actually fraudulent? Ms. [redacted] conveniently waited until two days after [redacted] severed his employment with USA to complain. Our records do show that she visited and trained at USA on October 6, 2014.
Ms. [redacted] accusation that USA was checking off her training sessions in September of 2014 to justify selling her a package in August of 2014 makes no sense. Since she had already purchased her new training package there would be no incentive for USA to check off sessions she already had in hopes of selling her more training. USA does not benefit from checking off training sessions that have not been used. We do not need to "justify" a member buying more training, especially after that training has been purchased.
The credit card company ruled in USA's favor on the complaint by Ms. [redacted] in December, 2014. It is odd that Ms. [redacted] did not register her complaint with the Revdex.com or contact USA regarding the $3000 charge put back on her credit card until [redacted], 2015.
Ms. [redacted]'s membership account was frozen in November of 2014 after a credit card charge for her monthly membership dues was denied by the credit card company. Since Ms. [redacted] had filed the complaint about the training package USA did not want to run up membership fees and put her into collection. Ms. [redacted] was, and is, free to reinstate her membership at any time and use her training sessions. If Ms. [redacted] chooses to reactivate her membership USA will honor her training sessions up until 5.31.16.
Initial Consumer Rebuttal /* (3000, 10, 2015/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. [redacted] is stating that the trainers might mark off sessions all at once and not on the very day that a client may have trained. So, I would like an explanation as to why when I trained a TOTAL of 4 times with [redacted] during her very short tenure with USA - her last day being October 6, 2014 that the report shows that she checked off 25 sessions from my package and that is only the portion of the report that I can see. This was done on 3 different dates during the month of september prior to her departure. I have text messages verifying the dates that I actually trained with her. Those dates are 8/27/2014, 9/5/2014, 9/12/2014 and 10/6/2014. She was only employed there for less than 2 months. In regards to two or more sessions being checked off at once, both Mr[redacted] and Mr. [redacted] told me that they were instructed by MR.[redacted] to do that so they could get paid more for the sessions. Mr. [redacted] I trained with previous to Ms. [redacted] and I trained with him a total of 5 times and he removed a total of 14 sessions from my previous package. I can continue to go back further if needed.
The credit card company clearly did not look closely at the materials USA provided to them and I unfortunately did not receive the documentation until well after the deadline for responding which I will continue to follow up with them on. Had I responded that would not be the case. I happened to be pre-occupied with medical issues at that time that were urgent in nature.
I have text messages from Mr[redacted] explaining a promotion that would be 60 sessions for $3000 which would include a 12 month free gym membership which would be a value of $708 for the free membership. This started on August 15th and continued with several text messages through the 20th. I was not responding due to business travel. On the 18th I responded, "I hesitate because it has been hard for me to in there and to even get a trainer when I can and I have clearly had a bad experience there in the past. It is difficult to even sqeeze in the sessions I already have" He continues with 3 or 4 more messages saying that my past experience was not his issue. My reply was """"No I am not. After what has happened with these deals in the past, NO""" I will attached a file with pictures of the text conversation. Therefore, I did not authorize him to charge my card and I find it particularly interesting that my membership has been frozen, since the deal that USA is stating that I purchased included a one year free membership. This does not make sense to me at all. And the comment about "collections" also makes no sense. Not sure what that is in reference to. As per Mr.[redacted] reference to Mr[redacted] and his separation from the company, that is inmaterial. I was not training with him and his leaving has nothing to do with me as a client or this situation in any way.
Additionally, I have spoken with [redacted] at USA and on more than 3 occasions, Ms. [redacted] who is the one who provided the report that I am referencing and sent it to the credit card company and she stated that she did not know what to say and I needed to talk to Mr[redacted] Mr. Brandt has never contacted me following any of my discussions with Mr.[redacted] or Ms. [redacted] or following several messages I have left at the club receptionist with my name and number for an owner to contact me. No calls have ever been returned. As far as a delay between November and March - I can provide documentation if necessary regarding my health issues, ultrasounds, biopsies, surgeries, loss of a job all while caring for 4 children. I clearly have had other priorities that are far more important than this which is a ridiculous thing for me to have to spend any additional time on.
Again, I have very detailed documentation of everything including the text messages, phone logs, emails and dates when I had these discussions and when I actually did train which in total is closer to half of the sessions that I had previously purchased not counting the sessions that I most certainly did not authorize the purchase of. I can also provide a signed statement from Mr[redacted] stating that I did not authorize the purchase. I have also reached out to the previous trainers about the sessions I had with them. I am sure there are also cameras in the facility that would show if I was or was not there for training. But, getting those I will leave to the legal system if we need to take this forward.
Final Business Response /* (4000, 15, 2015/06/16) */
Ms. [redacted] is requesting an explanation as to why 25 sessions were checked off for training with [redacted] when she only trained 4 times. Ms [redacted] claims that she has text messages verifying the dates and sessions trained. No one at USA Athletic Club has seen these texts. Since Ms. [redacted] is on good enough terms with Ms. [redacted] that she can verify the dates trained, it is our suggestion she ask Ms. [redacted] why the 25 sessions were checked off. Ms.[redacted] was paid for each of those sessions she checked off. Checking off additional sessions in no way benefitted USA Athletic Club as we paid Ms. [redacted] for each session she checked off. Perhaps Ms. [redacted] and Ms. [redacted] should coordinate their facts on the training seesions used.
Ms. [redacted] also claims that Mr[redacted] told her that Mr.[redacted] told him to check off multiple sessions so they could get paid more. Mr.[redacted] left his position at USA on December 2, 2013. Mr[redacted] was hired [redacted] 27, 2014, almost 6 months later. Those two would have had no interaction with each other. There is no reason why Mr[redacted], as Athletic Director, would have done anything a previous Athletic Director supposedly told him to do. Ms. [redacted] was hired August 4, 2014. If anyone told her to click off multiple sessions it would have been Mr[redacted] or Ms. [redacted].
As Athletic Director Mr[redacted] receives a daily sales report for all training packages sold. He would have known about the package sold to Ms. [redacted] immediately. If he knew the package was sold in error he would have corrected the issue at that point in time. Instead, Mr[redacted] benefited from the sale as it helped him to reach his training sales goals and he was paid $300 commisson for the package. I would be surprised if Mr[redacted] was willing to sign a statement that he did not authorize [redacted] to process the training package when he knew about the sale and was paid for it. Mr.[redacted] on the other hand, receives no commisson for training package sales and would have no incentive to process a fraudulent charge, he also will be willing to sign a statement that [redacted] instructed him to charge Ms. [redacted].
In reference to Ms. [redacted]'s membership being frozen, Mr.[redacted] made that decisionon on his own to prevent any further issues with Ms. [redacted]'s account. Her February 15th maintenance fee had declined so he took it upon himself to credit the membership and freeze her account so there would be no collection calls made until the personal training issue was resolved. USA would be more than [redacted] to unfreeze Ms. [redacted]'s account if she would like to continue using it.
Final Consumer Response /* (4200, 17, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to the comments about Ms. [redacted] and the suggestion that I follow up with her regarding why she checked off 25 sessions - that is not my job. I would think that USA would have some kind of checks in place for their employees to validate that they actually held these training sessions. And as far as the texts, I am more than [redacted] to share them. Again, they have my number and have never - ever called me back to set up a time to talk through this issue. I do appreciate that you included Ms.[redacted] start date. It is actually IMPOSSIBLE for me to have used 25 sessions with her.
[redacted] asked about her training me and she first reached out to me and introduced herself via text message on 8/25/2014 at 6:05PM. We scheduled a session for that Wednesday. We were supposed to meet again on Friday, the 29th and she sent me a text cancelling because there was a lice breakout in her 4th grade daughters class. 9/6-9/11 I was out of the state for work. 9/24-9/26 was out of the state for work again. 9/26-9/29 - out of state. Trained on the 23rd. Again - 4 times total. From the time I started training with her until she quit - I was not even in the state or close to the gym to even be able to go in and train with her. I can provide airline tickets, rental car receipts, etc. 10/2-10/3 out of town again. And I am in Wisconsin on weekends and never trained on weekends.
Mr.[redacted] did not tell Mr[redacted] to check off multiple sessions - he told the trainer, [redacted] that and other trainers who then communicated that to [redacted]. [redacted] also checked off multiple sessions.
And, I did not tell Ms. [redacted] to check off multiple sessions - why in the world would I do that!!!?? She clearly was upset with the management and other work conditions and then checked off all these sessions right before she quit. I would suggest that USA maybe looks into other accounts of people she trained. I am sure it wasnt just mine.
If you would like the statement from Mr[redacted] - I can provide that. He was told that it needed to be fixed and I absolutely did not want the package!
Again - this training package that USA is claiming I purchased was supposed to come with a free membership for a year! So, why were they trying to charge my card for a monthly membership fee? I closed the account intentionally to keep them from continuing to charge it! Normally, if a consumer has a recurring charge with a business and the card expires or declines, the business will then reach out to the consumer and ask if they would like to use a different method of payment, etc. I was never contacted.
And, after this treatment through this process, the difficulty finding a trainer and the high turnover of trainers there, the questionable practices associated with managing clients training sessions, the fact the COO of the company cannot even return a phone call - why in the world would you think I would be comfortable going there again?!!! To run into the same issues all over again? You cannot talk to me - but I should come to your gym? And, you cannot acknowledge the fact that your employees are checking off training sessions that have never been used so they can get paid right before they quit - and you want me to be responsible for following up on that? I am really shocked at the way this has all been handled and the fact that they remain open. However, it does shed light on the fact that the employee turn over is so high and the fact that most people I know have stopped going to USA. I wish they would just do the right thing.