Ultra 8 International, LLC

This email is in response to the letter we received regarding Complaint #[redacted] filed on 6/10/15 (1:10:36 PM) against Healthworks – [redacted]). The customer signed up for a membership at out fitness center on May 29, 2015, and there was a promotion running at...

the time where June dues would be free and not charged on the 1st. Unfortunately due to an error caused by our software company when a representative contacted them to change the customer’s membership type (as she had initially signed up under one membership type, but then after the information was set up in the system decided to move to a higher membership tier), her June 2015 charge was reinstated (even though it had initially been waived by the Membership Advisor she had joined with). She had given a bank account (i.e.: account number and routing number), not a bank/credit card as mentioned in the complaint, for her monthly membership dues and this was what was charged $119.95 on June 1st. The customer called the Membership Advisor she signed up with at the club on June 3, 2015 about the erroneous June 1st charge and was told it would be refunded; the Membership Advisor then contacted the Member Services Manager in the Corporate Office who handles [redacted] and asked her to contact our software company (who processes all automatic membership payment refunds for us, we do not do these refunds in-house) to get the June charge refunded. On June 3, 2015, the same day the customer notified us of the problem, at around 8pm, the Member Services Manager called our software company and requested the refund in the amount of $119.95 for the June charge. As the payment was drafted on a bank account, it would therefore be automatically/electronically refunded back to the same bank account. Unfortunately as the customer was using a bank account for this charge (so it would be in the form of an ACH payment), and we have to refund the same way we charged, there is approximately a 10 business day delay before the monies are fully released to our bank by the receiving (i.e.: the customer’s) bank, and this is something we do not control. The funds were fully released on June 15, 2015, and the refund was promptly processed on that day as well. The customer acknowledged receipt of the refund in her bank account in an email to our CFO dated June 17, 2015. In this same email chain (the customer had originally emailed the President, CEO and CFO on June 15, 2015 about the issue with her refund, and the CFO responded on June 16, 2015 explaining the delay with ACH processing again but also that the refund had been processed by this time), the CFO also offered to give the customer her July dues free as well due to the inconvenience and aggravation. We most definitely did request a refund for the erroneous June charge of $119.95 on the same day that the customer informed us of it (and can provide documentation of this if needed), but as explained above, there is unfortunately about a 10 business day delay when it comes to processing refunds on bank accounts. The refund was completed as soon as the funds were released, on June 15, 2015, and it has been returned back to the customer’s bank account (as acknowledged by the customer herself, as well as her bank). In addition to the refund, we have also zeroed out her July 1st billing, so she will not be charged and therefore will receive her July membership free due to the inconvenience caused by the situation. We believe that this situation has been responded to and resolved, and this should close the matter. If there are any further questions or concerns, feel free to contact us. Thank you and have a good day!

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
The letter is accurate, as of today June18 I have received a refund. There was a miscommunication between a membership advisor who incorrectly informed me they did not process a refund on the 3rd but instead zeroed about July. Regardless, I am satisfied with the outcome and will continue to do business with healthworks. Thank you for your help, I am glad it is resolved.
Regards,
[redacted]