Urban Fitness and Health Club, LLC

Complaint: [redacted] I am rejecting this response because: the non payment of the monthly dues indicated that I canceled any further obligation and any so called membership feeI am not a member of anything we paid your billing when we used Urban FitnessThe idea that one has to be current in order to cancel makes no senseSincerely, [redacted]

Attached is our response to [redacted] Complaint.If you have any furtherquestions, please don’t hesitate to contact meCarmen G.Billing/Customer Service Manager [redacted] Re: [redacted] Complaint Dear [redacted] ***: Urban Fitness is proud to identify itself as a place where the staff works hard to truly save and change peoples’ livesWe believe exercising is the best and most effective preventative medicine that increases value of lifeIt is because we promote a healthy lifestyle that we constantly find ourselves motivating those that are unmotivated to continue exercising and make it part of their daily routineNot only do we focus on inspiring people to achieve a healthier life style, our goal is to also provide them with an environment in which they feel comfortable walking in no matter what their fitness level is We truly believe Urban Fitness is the place for everybody On June 18, [redacted] was contacted regarding her membership When speaking with [redacted] , she expressed frustration and was upset because her calls had not been returned by a manager regarding her accountWe apologized to [redacted] and explained to her we were unable to contact her due to the number being entered incorrectly in the systemWe apologized as we had tried to call her, but unfortunately we kept contacting someone who kept hanging up after it was explained that we were calling from Urban FitnessWe realized the number in the system was input incorrectly once we pulled member’s hard copy of agreement and realized that the contact number on the agreement did not match the one in the system due to the poor legibility of the handwriting on the membership agreement [redacted] also expressed that she had received an additional charge two days after she had paid her balance in club and cancelled her account with Urban FitnessBy researching her account, it was noted that the additional charge was a $feeThis fee was charged by our third party billing company two days following her payment in our facilityShe was upset as this additional charged caused an overdraft fee through her bankIt was assured to [redacted] that the $would be refunded back to her accountExplained to her that this fee is our billing company’s fee and happened because the payments and cancelling of her account done in club (which typically takes 3-business days for it to process in the system) was not updated for our billing company to view, as the fee was charged only two days after she had been into the gym [redacted] was worried about the fee charged through her bank, she asked if we could contact her bank to work something out with them regarding the overdraft feeHer bank was contacted by our billing manager on June 25, after it was confirmed by [redacted] that the $fee belonging to our billing company was refunded back to her account by our billing company We explained the situation to her bank, and it was made clear that it was not [redacted] ’s fault for the additional chargeHer bank agreed to reverse their fee once they were able to confirm with [redacted] that the $fee was reversed on our billing company’s end, as they were not able confirm that with us due to security policy, it was advised that [redacted] give them a callAfter speaking with the bank, we called [redacted] and informed her that all that was needed from her was confirmation of her having the $fee reversed back in to her account On the Revdex.com complaint it is mentioned that the member was dissatisfied because she was informed that her membership was not able to be frozen because it is not company policyThe agreement signed by [redacted] is a 12-month term contract that requires her to make consecutive monthly paymentsIt is noted on May 4th, in member’s account that she was going through a tough time economically because she did not have a job at the moment and she just had a baby Her concern was not having an income that would cover her monthly paymentsIt was explained to [redacted] that we were not able to do freezes on the account, as this is not our policyIt is through reading the Revdex.com complaint letter that we became aware of [redacted] having a high-risk pregnancy and moving out of townUnfortunately, it is outside of Urban Fitness policies stated in the contract to freeze accounts for any circumstances, however, we have worked with members in the past that can prove they have health-related extenuating circumstances, such as the ones that [redacted] seems to be experiencingA resolution could have been possible if [redacted] had communicated more in-depth with our billing department in explaining her unfortunate circumstances, because all of the notation made on [redacted] ’s account with us describes her intent to freeze her account solely on her inability to make payments, and [redacted] never mentioned these other circumstances as a reason for her issues with our billing policies Although we are a health club whose main goal is to provide services that will improve the quality of life of members and guests, Urban Fitness policies and procedures require members who are on a 12-month term to pay the entirety of the term prior to resolving any conflicts that arise from health- related extenuating circumstances that can be proven by the memberFurthermore, Urban Fitness continually strives to promote a healthy lifestyle and motivate others to continue exercising and make it part of their lifeAlthough [redacted] membership has been terminated, Urban Fitness is willing to offer [redacted] two additional free month’s to use the facility and services offered, extending her last usage date from August 25th, to October 25th, 2015, once she provides proof of her extenuating circumstance, which is the high-risk pregnancy [redacted] noted in her letter to the Revdex.com If you have any further questions, please don’t hesitate to contact me

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 But they need to reduce the bill by $and let [redacted] cancel her membership which she will come in a do in person.Sincerely, [redacted]

Dear [redacted] Urban Fitness processes billing for all of our members through ASF International, a second partybilling companyOur billing company does not handle any cancellations; they are very particularand consistent in referring all cancellation concerns to our facilityOral cancellation is notaccepted on any basis, whether with ASF International or Urban Fitness (this includescancellations done over the phone), which is stated in the membership agreement, thus there isno validity for any statement made in regards to cancelling a membership over the phone The latest rejection that happened on [redacted] 's account was on 3/9/with genericrejection code "do not honor"That same day our billing company sent in a statement via mailalerting member of the rejection and the $fee issued due to rejectionOur billing companycontinued attempting to contact member via phone through the primary contact information onaccountDates of attempts were: March 9th, 14th 21st and 28thNo calls seemed to be returned bymember to our billing company or our facility On 3/18/2016, member mailed her ASF rejection statement to Urban Fitness and wrote onstatement "cancel membership as of 3/17/we will not be paying the $handling fee" andsigned her name at the bottomOn 3/31/a call was given to member, no answer, avoicemail was left advising her to contact our facility to bring account up to date, as we were notable to process a cancellation on account since the account was past due, accounts must be ingood standing in order to be able to process any cancellations, as stated in the membershipagreementMember did not return call or make an attempt to bring account up to date.Due to non-response from member in regards to past due account, billing company continuedattempts of contacting member on April 20th and May1st On 5/19/ASF Internationalreceived a letter sent in by the member's husband, [redacted] In this letter, her husband isbilling ASF international in behalf of his wife for the total of $for non-usage of UrbanFitness equipmentOur billing company contacted member in regards to letter received andspoke with member's husbandHusband was referred locally for cancellation as billing companydoes not handle cancellationBilling company removed telephone number on file used to contactmember, as husband [redacted] requested not to be called Urban Fitness received an e-mail on 5/23/from billing company, in which they attached acopy of the letter sent in by the member's husband, [redacted] That same day an e-mail wasreceived from the Revdex.com in regards to present complaint Urban Fitness is always willing to work with member's past due accounts, as it is our goal tobring accounts up to date and avoid further fees from accumulatingWe are unable to bringaccounts up to date if there is no response or attempt on the member's end to bring account up todate, as membership accounts are not based on attendanceWe look forward to bringing thisaccount up to date and to assist [redacted] in this processIn order to process the cancellation of [redacted] 's membership, which is her desire, we must bring her account into good standingAscustomer service, Urban Fitness would accept the letter sent March 18, requestingcancellation of her membership, although it is insufficient according to the original terms of theagreement, due to the account being delinquent at the time of her requestWe will honor thiscancellation request and only require [redacted] to pay the amount that was needed to properlyprocess a cancellation for her membership in March, when she sent the cancellation request viamail, although her membership did accrue additional charges after the insufficient request forcancellation was made (because her account was delinquent at the time the request was made).Urban Fitness is willing to waive the additional funds owed as courtesy to accommodate ahealthy outcome in this conflictThe current amount owed on [redacted] 's account is $priorto any additional fees accruing due to this account being an active membershipProviding thealternative solution mentioned above, Urban Fitness would accept [redacted] 's cancellation requestfrom March and the amount owed would be $70.24, which includes past dues, return item fee,and the last month's dues (in accordance to RCW 19.142.040) The itemized amount due is asfollows: March Membership Dues ($20.62), Return Item Fee issued for payment rejection($29.00), and April Membership Dues ($20.62)The amount waived as courtesy for [redacted] is a total of $92.62, consisting of late charges, accrued monthly dues, and manual billingfeesUrban Fitness seeks a reconciled relationship with [redacted] by working with her in regardsto redeeming her account and fulfilling her cancellation requestPlease do not hesitate to contactus for any additional questions or concerns in regards to this matterAttached in this documentyou will find: Initial statement from our billing company with invalid cancellation request made,copy of [redacted] 's membership agreement, a copy of both documents sent to our billing companyby [redacted] 's husband [redacted] and record of [redacted] 's membership account notes, whichreflect records of call attempts, and conversation between billing company and [redacted] Yours in Good Health,Carmen G.Urban FitnessBilling/Customer Service Manager(360) 848- [redacted] Please see attached documents [redacted]

The reasoning is invalid, no memberships of Urban Fitness terminates based on lack of attendance or negligence of paymentAs stated on the agreement, signed and agreed by member at time of enrollment: “I ‘the member’ understand that if I would like to cancel my membership after my contractual obligation of months, that it is my responsibility to notify the Club days in advance of my ‘Contract End Date’ in order for my cancellation to go into effect pending the end of this contractual agreement of monthsI also understand that after my contractual obligation to the club is complete and if I do not give the club days notice to cancel my membership that the club will assume that I have agreed to remain a Member and the Club will automatically continue billing my membership on a monthly basis”In response to Mr [redacted] ’s claim of “the non payment of the monthly dues indicated that I canceled any further obligation and any so called membership fee”, Urban Fitness would like to reiterate that the contract confirms “Member is liable for and agrees to pay all fees and charges accrued until the cancellation is effective Failure to utilize the Home Club or the Club’s other facilities and/or services does not relieve member from liability for dues, fees and other charges incurred on member’s account” For emphasis of our policies, another copy of the signed agreement is attachedThe quoted portions that were mentioned in this response are highlighted for clarity in response to Mr [redacted] ’s claim Yours in Good Health, Carmen G Urban Fitness Billing/Customer Service Manager (360)848-

Complaint: ***I am rejecting this response because: we did not read this agreement because lack of signing it would it would not allow us to use urban fitnessWe did not know of the difficulty of cancellationWe did not think that a company would be so money hungry to continue with collection of $for a month in advance and a $handling fee and then continue to add more chargesOne would think they would be thankful for the $plus tax of$we paid when we did not use urban fitnessSincerely,*** ***

Complaint: [redacted]I am rejecting this response because: the non payment of the monthly dues indicated that I canceled any further obligation and any so called membership fee. I am not a member of anything we paid your billing when we used Urban Fitness. The idea that one has to be current in order to cancel makes no sense. Sincerely,[redacted]

The reasoning is invalid, no memberships of Urban Fitness terminates based on lack of attendance or negligence of payment. As stated on the agreement, signed and agreed by member at time of enrollment: “I ‘the member’ understand that if I would like to cancel my membership after my contractual obligation of 11 months, that it is my responsibility to notify the Club 30 days in advance of my ‘Contract End Date’ in order for my cancellation to go into effect pending the end of this contractual agreement of 11 months. I also understand that after my contractual obligation to the club is complete and if I do not give the club 30 days notice to cancel my membership that the club will assume that I have agreed to remain a Member and the Club will automatically continue billing my membership on a monthly basis”. In response to Mr. [redacted]’s claim of “the non payment of the monthly dues indicated that I canceled any further obligation and any so called membership fee”, Urban Fitness would like to reiterate that the contract confirms “Member is liable for and agrees to pay all fees and charges accrued until the cancellation is effective… Failure to utilize the Home Club or the Club’s other facilities and/or services does not relieve member from liability for dues, fees and other charges incurred on member’s account”
For emphasis of our policies, another copy of the signed agreement is attached. The quoted portions that were mentioned in this response are highlighted for clarity in response to Mr. [redacted]’s claim.
 
 
Yours in Good Health,
 
 
 
Carmen G.
Urban Fitness
Billing/Customer Service Manager
(360)848-1616

Re: [redacted] (ID# [redacted])
Dear [redacted]:
Urban Fitness is proud to identify itself as a place where the staff works hard to truly save and change peoples’ lives. We believe exercising is the best and most effective preventative medicine that increases value of life. It is because...

we promote a healthy lifestyle that we constantly find ourselves motivating those that are unmotivated to continue exercising and make it part of their daily routine. Not only do we focus on inspiring people to achieve a healthier life style, our goal is to also provide them with an environment in which they feel comfortable walking in no matter what their fitness level is.  We truly believe Urban Fitness is the place for everybody. 
Urban Fitness processes billing for all of our members through [redacted], a second party billing company. As customer service, we reach out to current members with an outstanding balance in an effort to avoid late charges and other fees adding to a past due account. Our billing company does not handle any cancellations, they are very particular and consistent in referring all cancellation concerns to our facility. Oral cancellation is not accepted on any basis(this includes cancellations done over the phone), which is stated in the membership agreement and circled for emphasis by the membership consultant at the time of signing thus there is no validity for any statement made in regards to cancelling a membership over the phone.
            [redacted] signed a 12-month membership agreement on 3/14/2014 with Urban Fitness with her mother, [redacted] [redacted] as a co-signer on the agreement. By signing a 12-month membership agreement [redacted] would not have been eligible to cancel her membership anytime before February 14, 2015.
[redacted] first billing issue was on November 14, 2014, in which our billing company called [redacted] two days after the rejection of monthly automatic withdrawal. After our billing company attempted to call [redacted] five times regarding her account, [redacted] returned our billing company’s phone calls and made payment for both accounts and provided new credit card information for monthly drafting, which brought the account up to date on 11/26/2014. It was explained to [redacted] by our billing company that she paid for only one month and that she updated the accounts with her current credit card information for the recurring billing. There are no notes on either of the accounts, of there being any intent of cancelling either account or inquiring about the cancellation process.
Our billing company records all topics of conversation during the phone discussions, as documented in the notes attached in this letter. If at any time [redacted] would have expressed interest in cancelling any membership they would’ve followed standard procedure and referred her to our facility, as our billing company does not handle cancellations. There have been several attempts from our billing company to contact [redacted] in regard to her past due account, as payment rejected again on 12/8/2014. In a period of six months, between our billing company and our front desk staff, there had been eight attempts to contact [redacted]. Three of those attempts were successful in speaking with [redacted], in which all three occasions [redacted] refers us to her mother, and makes no attempt in resolving her past due account. During the conversations with [redacted], she does not express her desire to cancel her account. Even though [redacted] was fully aware of her delinquent account, there were no efforts on her end to bring her account up to date.
On 8/20/2015 a pre-collection notice was sent to [redacted], which resulted in [redacted] contacting our facility regarding this matter. On 8/25/2015 [redacted] was the first one to contact the facility in regards to the pre-collection letter received. During this phone call [redacted] claimed she cancelled in December and would not be paying anything since it was not her fault. Our receptionist then explained to her the cancellation process in order for [redacted] to be able to cancel her own account. At this [redacted] became very upset and began to use profane language towards our receptionist and hung up. Later that day [redacted] called expressing her desire to cancel her account. It was explained to [redacted] over the phone that her account needed to be caught up before it could be cancelled, [redacted] then said she would be coming in with her mother before 8:00pm. Once [redacted] and [redacted] came in to the facility, it was explained to them once again that the account had to be in good standing in order to be able to cancel the account by our night manager on duty. [redacted] and [redacted] left upset with the understanding that this would be brought to the owners and the billing manager in order to see what could be done to work with them in regards to [redacted] account.
The next day I (Carmen, billing manager) called [redacted] and spoke briefly regarding her account. [redacted] expressed her desire to cancel her membership and brought up the phone call done by her mother to our billing company, in which it was assumed by her mother that [redacted] account would be cancelled. I explained to [redacted] our records showed that her mother had made a payment on both memberships to bring accounts current and also updated draft information, this information was confirmed by her mother on that day. [redacted] acknowledged what was explained to her and then said she was going to “call some people” and then call me back. Shortly after, [redacted] mother, [redacted], called and spoke to me (Carmen) regarding [redacted] account. During this phone call [redacted] insisted that she had spoken with one of our staff member when she updated her card information. Once I explained to [redacted] what our records showed in regards to the phone call in which she updated her credit card information, [redacted] confirmed that in fact she had updated information with our billing company for her and [redacted] account. After clearing up [redacted]’s confusion about her contacting our billing company, she then claimed no one made an attempt to contact her regarding the past due amount on [redacted] account. I then read to her the dates in which our billing company and our front desk staff had made attempts to call [redacted], who is the legal owner of the membership (as she is over 18 years of age). I also read off to [redacted] the records in which [redacted] immediately referred us to call her mom ([redacted]) in regards to resolving the account. Immediately upon conversing with [redacted], our front desk staff noted the conversation, and proceeded to call [redacted] in regards to the account. [redacted] backtracked from her original statement, declaring that she would not pay for anything on the account, and said she wanted to pay the balance but was only willing to pay until the 12-month term concluded because her daughter had not been in the facility to use our services. I explained to [redacted] we are not able to back date a cancellation, but what I could do to work with her was to arrange a payment plan in order to prevent further monthly dues and fees from accruing on the account, in addition to waiving $75.00 in fees in order to make this balance more manageable. [redacted], unsatisfied with all effort of working with her, claimed she had already filed a complaint with the Revdex.com and stated she will be contacting her attorney, the mayor, and she would tell all her friends through social media “what a bad business we are”
            To our surprise, shortly after my conversation with [redacted], one of the owners was messaged by [redacted] on the owner’s personal Facebook instant messenger account, this conversation is also attached to this letter. [redacted] contacted the owner through social media claiming that our efforts to work with her were not up to liking. Despite the owners attempt to explain the value of following the agreement and the importance of having consistency with all memberships, [redacted] was quick to judge our value for integrity in good business practice as a “cop out”, as in her opinion a business should be run different in regards to the size of the town it is located in. As a business, we hold true to Washington State laws and regulations, which is what we believe any business should do, regardless of the size or the location.
We still desire to work with [redacted] and [redacted] in resolving [redacted] membership account. As a customer service we are willing to work a payment plan, if need be, and hold our offer of waiving $75 dollars off of late fees.
All of the interaction between the member and Urban Fitness has been noted and is attached in this email. If you have any further questions, please don’t hesitate to contact me.
 
 
 
Carmen G.
Billing/Customer Service Manager
[redacted]
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Attached is our response to [redacted] Complaint.If you have any furtherquestions, please don’t hesitate to contact me. Carmen G.Billing/Customer Service Manager[redacted]
 
Re: [redacted] [redacted] Complaint
Dear [redacted]:
Urban Fitness is proud to identify itself as a place...

where the staff works hard to truly save and change peoples’ lives. We believe exercising is the best and most effective preventative medicine that increases value of life. It is because we promote a healthy lifestyle that we constantly find ourselves motivating those that are unmotivated to continue exercising and make it part of their daily routine. Not only do we focus on inspiring people to achieve a healthier life style, our goal is to also provide them with an environment in which they feel comfortable walking in no matter what their fitness level is.  We truly believe Urban Fitness is the place for everybody. 
On June 18, [redacted] was contacted regarding her membership.  When speaking with [redacted], she expressed frustration and was upset because her calls had not been returned by a manager regarding her account. We apologized to [redacted] and explained to her we were unable to contact her due to the number being entered incorrectly in the system. We apologized as we had tried to call her, but unfortunately we kept contacting someone who kept hanging up after it was explained that we were calling from Urban Fitness. We realized the number in the system was input incorrectly once we pulled member’s hard copy of agreement and realized that the contact number on the agreement did not match the one in the system due to the poor legibility of the handwriting on the membership agreement. 
 [redacted] also expressed that she had received an additional charge two days after she had paid her balance in club and cancelled her account with Urban Fitness. By researching her account, it was noted that the additional charge was a $29 fee. This fee was charged by our third party billing company two days following her payment in our facility. She was upset as this additional charged caused an overdraft fee through her bank. It was assured to [redacted] that the $29 would be refunded back to her account. Explained to her that this fee is our billing company’s fee and happened because the payments and cancelling of her account done in club (which typically takes 3-5 business days for it to process in the system) was not updated for our billing company to view, as the fee was charged only two days after she had been into the gym. [redacted] was worried about the fee charged through her bank, she asked if we could contact her bank to work something out with them regarding the overdraft fee. Her bank was contacted by our billing manager on June 25, 2015 after it was confirmed by [redacted] that the $29 fee belonging to our billing company was refunded back to her account by our billing company . We explained the situation to her bank, and it was made clear that it was not [redacted]’s fault for the additional charge. Her bank agreed to reverse their fee once they were able to confirm with [redacted] that the $29 fee was reversed on our billing company’s end, as they were not able confirm that with us due to security policy, it was advised that [redacted] give them a call. After speaking with the bank, we called [redacted] and informed her that all that was needed from her was confirmation of her having the $29 fee reversed back in to her account.
On the Revdex.com complaint it is mentioned that the member was dissatisfied because she was informed that her membership was not able to be frozen because it is not company policy. The agreement signed by [redacted] is a 12-month term contract that requires her to make 12 consecutive monthly payments. It is noted on May 4th, 2015 in member’s account that she was going through a tough time economically because she did not have a job at the moment and she just had a baby.  Her concern was not having an income that would cover her monthly payments. It was explained to [redacted] that we were not able to do freezes on the account, as this is not our policy. It is through reading the Revdex.com complaint letter that we became aware of [redacted] having a high-risk pregnancy and moving out of town. Unfortunately, it is outside of Urban Fitness policies stated in the contract to freeze accounts for any circumstances, however, we have worked with members in the past that can prove they have health-related extenuating circumstances, such as the ones that [redacted] seems to be experiencing. A resolution could have been possible if [redacted] had communicated more in-depth with our billing department in explaining her unfortunate circumstances, because all of the notation made on [redacted]’s account with us describes her intent to freeze her account solely on her inability to make payments, and [redacted] never mentioned these other circumstances as a reason for her issues with our billing policies.
Although we are a health club whose main goal is to provide services that will improve the quality of life of members and guests, Urban Fitness policies and procedures require members who are on a 12-month term to pay the entirety of the term prior to resolving any conflicts that arise from health- related extenuating circumstances that can be proven by the member. Furthermore, Urban Fitness continually strives to promote a healthy lifestyle and motivate others to continue exercising and make it part of their life. Although [redacted] membership has been terminated, Urban Fitness is willing to offer [redacted] two additional free month’s to use the facility and services offered, extending her last usage date from August 25th, 2015 to October 25th, 2015, once she provides proof of her extenuating circumstance, which is the high-risk pregnancy [redacted] noted in her letter to the Revdex.com.
If you have any further questions, please don’t hesitate to contact me.

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.  But they need to reduce the bill by $75 and let [redacted] cancel her membership which she will come in a do in person.Sincerely, [redacted]

Dear [redacted]Urban Fitness processes billing for all of our members through ASF International, a second partybilling company. Our billing company does not handle any cancellations; they are very particularand consistent in referring all cancellation concerns to our facility. Oral cancellation...

is notaccepted on any basis, whether with ASF International or Urban Fitness (this includescancellations done over the phone), which is stated in the membership agreement, thus there isno validity for any statement made in regards to cancelling a membership over the phone.
The latest rejection that happened on [redacted]'s account was on 3/9/2016 with genericrejection code "do not honor". That same day our billing company sent in a statement via mailalerting member of the rejection and the $29 fee issued due to rejection. Our billing companycontinued attempting to contact member via phone through the primary contact information onaccount. Dates of attempts were: March 9th, 14th 21st  and 28th. No calls seemed to be returned bymember to our billing company or our facility.
On 3/18/2016, member mailed her ASF rejection statement to Urban Fitness and wrote onstatement "cancel membership as of 3/17/2016 we will not be paying the $29 handling fee" andsigned her name at the bottom. On 3/31/2016 a call was given to member, no answer, avoicemail was left advising her to contact our facility to bring account up to date, as we were notable to process a cancellation on account since the account was past due, accounts must be ingood standing in order to be able to process any cancellations, as stated in the membershipagreement. Member did not return call or make an attempt to bring account up to date.Due to non-response from member in regards to past due account, billing company continuedattempts of contacting member on April 20th and May1st.  On 5/19/2016 ASF Internationalreceived a letter sent in by the member's husband, [redacted]. In this letter, her husband isbilling ASF international in behalf of his wife for the total of $740.17 for non-usage of UrbanFitness equipment. Our billing company contacted member in regards to letter received andspoke with member's husband. Husband was referred locally for cancellation as billing companydoes not handle cancellation. Billing company removed telephone number on file used to contactmember, as husband [redacted] requested not to be called.
Urban Fitness received an e-mail on 5/23/2016 from billing company, in which they attached acopy of the letter sent in by the member's husband, [redacted]. That same day an e-mail wasreceived from the Revdex.com in regards to present complaint.
Urban Fitness is always willing to work with member's past due accounts, as it is our goal tobring accounts up to date and avoid further fees from accumulating. We are unable to bringaccounts up to date if there is no response or attempt on the member's end to bring account up todate, as membership accounts are not based on attendance. We look forward to bringing thisaccount up to date and to assist [redacted] in this process. In order to process the cancellation of[redacted]'s membership, which is her desire, we must bring her account into good standing. Ascustomer service, Urban Fitness would accept the letter sent March 18, 2016 requestingcancellation of her membership, although it is insufficient according to the original terms of theagreement, due to the account being delinquent at the time of her request. We will honor thiscancellation request and only require [redacted] to pay the amount that was needed to properlyprocess a cancellation for her membership in March, when she sent the cancellation request viamail, although her membership did accrue additional charges after the insufficient request forcancellation was made (because her account was delinquent at the time the request was made).Urban Fitness is willing to waive the additional funds owed as courtesy to accommodate ahealthy outcome in this conflict. The current amount owed on [redacted]'s account is $162.86 priorto any additional fees accruing due to this account being an active membership. Providing thealternative solution mentioned above, Urban Fitness would accept [redacted]'s cancellation requestfrom March and the amount owed would be $70.24, which includes past dues, return item fee,and the last month's dues (in accordance to RCW 19.142.040) The itemized amount due is asfollows: March 2016 Membership Dues ($20.62), Return Item Fee issued for payment rejection($29.00), and April 2016 Membership Dues ($20.62). The amount waived as courtesy for 
[redacted] is a total of $92.62, consisting of late charges, accrued monthly dues, and manual billingfees. Urban Fitness seeks a reconciled relationship with [redacted] by working with her in regardsto redeeming her account and fulfilling her cancellation request. Please do not hesitate to contactus for any additional questions or concerns in regards to this matter. Attached in this documentyou will find: Initial statement from our billing company with invalid cancellation request made,copy of [redacted]'s membership agreement, a copy of both documents sent to our billing companyby [redacted]'s husband [redacted] and record of [redacted]'s membership account notes, whichreflect records of call attempts, and conversation between billing company and [redacted].
Yours in Good Health,Carmen G.Urban FitnessBilling/Customer Service Manager(360) 848-1616
 
[redacted]Please see attached documents[redacted]