Urge Fitness

Member emailed her request to cancel to customer support on October 16, 2017. Per the terms of the agreement, it requires a 60-day written notice to cancel. All membership dues within that time member is liable for. Her payments draft on 13th of each month, therefore November 13th and December 13th...

were her final membership payments. The membership remains active 30 days after their final payment. Since her last payment drafted 12/13/17, the last day she would have access to the club is 1/12/2018. Ashley's Annual Enhancement Fee drafts each year on January 1st. Since her membership was active until 1/12/18, she is also liable for this fee. Our customer service department DID HER A FAVOR and set her final day of access to the club to 12/27/17 so she would not get charged this extra fee. Ashley called customer service on 12/12/17 about her account. They explained that they cancelled effective 12/27/17 so she would not get charged the additional fee. In summary, there is NO refund warranted and she actually owes us an ADDITIONAL $39 that we waived AS A COURTESY.

Complaint: [redacted]
I am rejecting this response because: I did speak to Jeff at Urge Fitness prior to cancelling my debit card.  When I spoke to Jeff at the gym in April/May 2015, I explained to him my financial situation and how I could not afford the 240.00 per month and I specifically asked if I could go back to my 120.00 per month gym payment.  Jeff explained to me that Dennis had made several "bad agreements" with other members of the gym but unfortunately there is noting the owners of the gym could do.  Jeff specifically stated "the gym owners will laugh at me if I ask them to change the membership back." I made an effort to resolve the issue before cancelling my debit card.   I do not believe I am responsible for a membership I was fooled into signing being told it would be less expensive to drop the classes I was not taking.   I believe it is also against the law to hold a member responsible for a gym membership that the member was lied to.  Furthermore, I am no longer a resident of Mercer County, so I cannot even reactive my membership if the gym was willing to return it to the original amount of 120.00 a month.If the owners of Urge Fitness are going to continue to refuse and lie about the gym membership, then I will file a Complaint with the Attorney General. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The former gym manager lied to me and other members of the gym in regards to switching memberships..leading me and others to believe we were saving money.  There was no reason why I should not have been allowed to switch from 240.00 back to 120.00.    Being told by jeff the new gym manager that the "owners will laugh at me" if asked to revers the membership only tells me they are thieves and could care less if the former management broke the law by lying about membership fees. I'll be in touch with the attorney generals office since urge fitness continues to dance around this matter.
Regards,
[redacted]

Member was told several times to come in, so we can work out a payment structure to her account for her personal training agreement. Instead of coming in and working it out she decided to dispute the payments with her credit card company. This does not make the debt disappear and only made the...

problem worse. We attempted to work with the customer on several occasions which we were meet with zero corporation. The debt is 100% percent valid and the customer will need to contact the debt collection agency to settle.

All PT cancellations have a 30-day notice which is outlined and signed by the member. In addition, all PT agreements automatically roll over which the buyer initialed on their agreement acknowledging this. The charges are valid and we wish you all the best

We previously responded with the undisputed facts of the matter. The false, he said, she said, same old story from everyone who falls behind on their financial obligations are without merit. The debt is owed, and the member is 100% responsible for it. The fact that one falls on financial hardship and then expects their financial obligations to disappear in ludicrous. Again, we attempted to work with the member to no avail and were told by the member that she didn’t care what we do because she will dispute it and it will go away. Only until the account was sent off to collections did she resurface. We have nothing further to add.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
This company violated FTC regulations when sending an email this morning threatening and trying to intimidate me with legal and financial consequences.  Including a threat of credit reporting for life.  To bad whoever wrote this doesn't understand the term limits on credit reports.  Also, I called to try and work this out last week.  Have yet to get a phone call back.  Today I will file the report with the FTC and with the state of NJ of the violations.  If this gym were serious about helping its customer they would have called me the minute they found out the Revdex.com were involved.  
Regards,
[redacted]

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.
Regards,
[redacted]

[redacted] and her daughter [redacted] are both set to cancel pending both of their February payments go through. We have no record of a doctor's note to freeze [redacted] membership. All memberships can be frozen without a Dr's note at a monthly convenient fee of $10. In addition we also...

placed the pending cancellation on [redacted] membership as a onetime courtesy being that she herself did not sign or send ANY documentation of her request to cancel, it all came in from her mother. We require our adult member to handle their own accounts. At this point both [redacted] and [redacted] memberships shall be terminated with collection of their February payments and they will both have access for 30 days after final payment.

The offer is 1st time visitors. [redacted] used the club on a trial previously which made her ineligible for the offer that she bought from [redacted] NO US. [redacted] would be the one one to contact to issue a refund being we did not charge her 1 cent. Our suggestion is to contact who ever she purchased...

the voucher from and request the refund due to being ineligible.

Complaint: [redacted]
I am rejecting this response because:
I did not recieve the contract until I signed the touch pad. As was agreed with Matt the GM of the gym and I have a recorded conversation of Matt and I where he clearly states that.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
after my daughter signed the cancellation form and was told by the trainer that we would not be charged any more, we were.
Regards,
[redacted]

non use of services does not warrant non payment under signed contractual agreement. "in this Agreement, MEMBER will be responsible for all payments due and owing under this Agreement, even if MEMBER does not use the CLUB’s facilities and services. However, in the event of death or disability, liability for fees will terminate as of the date of death or disability. If the CLUB becomes temporarily unavailable due to an event such as fire, flood, loss of lease, or the like, we will extend the MEMBER’s membership privileges for the period the facilities were unavailable" Services were,are and continue to be available to all members This account is now over 90 days past due and will be submitted to collection shortly if account is not brought current.

Complaint: [redacted]
I am rejecting this response because: a lot of the response is a lie. When I talked to Noel the day I signed up, I asked a few times to confirm that I could drop the classes as any time and I was told yes. I got a copy of my contract AFTER I signed it on the computer in the trailer. The way that they tried to "solve" it at the Ewing location was for me to pay more and get a private trainer. How is that helping? Oh you have to pay more. It sounds more like a money grab then helping. We talked to Matt on the first day that Fairless Hills was open and he said he as going to take care of it. Its's pretty obvious that he lied to us. You say you have offered to help and there hasn't been any real options. Its pay a couple hundred dollars to cancel or pay more for private training. It has been lie after lie. It feels like Urge would rather bully than actually fix the problem.
Regards,
[redacted]

[redacted] was never "verbally" told anything. In addition since [redacted] acknowledges he received the contract he would have also seen the easy 3 day cancel policy which would consist of a certified letter, which he did not do. [redacted] did not speak to anyone about cancelling because we do not...

handle the cancellations at a front desk level for this exact reason. All agreements are digitally signed and emailed with time stamps. [redacted] knew what he was signing and now realizing he did not want to commit is trying anything and everything to be relieved of his financial obligation. The terms of the agreement are valid and undisputed. If [redacted] wishes to get the most out of his membership we would love to offer him a 1 on 1 coaching session to get him back on track. Outside of that, the debt is owed and valid.

Complaint: [redacted]
I am rejecting this response because:They did not provide me with a copy of the contract until after signing and the manager lied about the terms when he "summarized" what I was signing electronically.    Buyer beware - do not sign something you don't have in your hands to review and never sign anything electronically on a screen without being given the ability to read it before signing.  Learned my lesson the hard way.   Silly me for trusting the manager to tell the truth and not lie and be deceptive in order to get my signature and change the terms after.  I am not the only person this has happened to.
Regards,
[redacted]