Revdex.com spoke with [redacted] today and he stated that he and the personal trainer have been in contact with the customer and are working on resolving the issue along with the customer's bank
Ok, Well To Start Off My Original Issue Was The Misrepresentation Of What I Would Recieve If I Purchased The Personal
Training Sessions, And After Purchasing I Recieved No Sorts After Showing Up For My 2nd Session I Was Extremely Disappointed When I Called To Inform My Trainer I'd Be Running Late And Being Told He Wasn't Even On The Schedule For The Day it Was At That Time I Reached Out To The Gym To Tell Them I Didn't Wish To Continue With Their Services (Somewhere In Beginning Of March)Which I'm Willing To Send Phone Records Of because their telling my bank they didn't speak to me till April 7th After The Payment Had Already Been Processed At that time I was connected with Luke who insisted I finished up my remaining sessions with him He never told me to go online and process the cancellation in writingSo on the 7th it 8th of April I was then again charged $which is when I contacted the gym and after being given the run around I contacted the corporate office and explained to him how I told Luke after my first session I didn't wish to continue my training because it wasn't what they sold meHe then informed me of a "personal training contract" I signedWhich was a paper at the time when I met with Elliot I was told was just a signature to authorize them to debit my accountSo this also was misrepresented it wasn't till I filed a dispute with my bank and they provided them with a copy which was then forwarded to me which included a bunch of things Elliot failed to mention at the signing such as sessions expiring after days and reoccurring paymentsThe contract was computerized I never received a paper copy or digital copy via emailNot sure what documents besides phone records I could provide you with to help thisAnything Specific You Suggest?
Below you'll find a timeline of events serving as a response to the complaint, including pertinent sections of the membership agreement signed by Ms ***. An image of the contract, in full, is attached here. Re: Complaint ID ***9/7/*** *** purchases a
membership with VENT Fitness 5/7/Scheduled billing for membership dues is unsuccessful ; Service Charge of $applied 5/9/Follattempt to collect membership dues and fee is unsuccessful 5/11/Follattempt to collect membership dues and fee is unsuccessful 5/13/Follattempt to collect membership dues and fee is unsuccessful 5/16/Follattempt to collect membership dues and fee is unsuccessful 5/18/Follattempt to collect membership dues is unsuccessful; Late Fee of $applied 5/20/Follattempt to collect membership dues and fees is unsuccessful 5/25/Follattempt to collect membership dues and fees is successful, totaling $59.496/1/Member contacted the gym in response to charges to her account on 5/25. As noted in membership records: Member “unhappy with policy for service charge”Initiated cancellation of membership, 30-day notice providedMembership pending cancellation with 30-day notice, per cancellation policyFinal payment still required.6/9/Member contacted gym to express a grievance regarding our cancellation policy; specifically, the requirement for 30-day notice to be givenManagement returned her call, but was not able to speak with the member.Cancellation policy as stated in contract agreement:Cancellation of Month to Month Membership: Cancellation of Month to Month Membership for any reasons, excluding Consumer’s Right to Cancel and Additional Rights to Cancel pursuant to NYS Law, will be permitted following a written request to cancel days prior to next billing date. Michael * *** Club Manager ***
This member claims to have submitted a request to cancel his membership but VENT Fitness did not receive such notice prior to September 3rd 2017. I will attach our detailed notes which clearly articulate our need for him to provide proof of the initial request of which he refused. I will
also attach screen shots of our cancellation request program with search results for *** as well as how his request on September 3rd came over to us. Hopefully this shows our level of diligence and professionalism when it comes to our cancellation policy. We require days notice prior to cancellation and the request must be submitted via our cancellation site at *** Since this request was never submitted we continue to bill all dues amounts assuming the member is planning to continue with his membership. Once the request to cancel was submitted on the 3rd we processed the cancellation and ended his membership. Please reach out to me directly if there are any additional questions or concerns regarding this matter. Thank you. Bryan ***
***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Business claims to have made several attempts at collecting service charges, no attempts were made. Business made no contact with me involving service charges during May 2016, these are lies. Instead of contacting me, they continued to charge my account until I accidentally discovered said charges. This business practice is unethical and needs to be resolved. I would like to contest any charges made in May 2016 minus the normal monthly charge and the 30 cancellation charge (which, quite frankly, is unacceptable and unethical as well). Regards,[redacted]
Revdex.com spoke with Brian today and he stated the following:4/8/15 - consumer contacted business to cancel due to financial strain. The personal training sessions have been cancelled per her request. Her membership agreement is still active and under contract until 3/4/2016, which is currently past due. No payment has been received since April 11, 2015.There are currently 3 months of late fees which we are waiving at this point in time.She still has 4 personal training sessions remaining which she may use at any of our locations as those have been paid for.If consumer wishes to contact me we are more than willing to work with her and freeze her membership if necessary.
Revdex.com spoke with [redacted] today and he stated that he and the personal trainer have been in contact with the customer and are working on resolving the issue along with the customer's bank.
Revdex.com spoke with [redacted] today and he stated that he and the personal trainer have been in contact with the customer and are working on resolving the issue along with the customer's bank
Ok, Well To Start Off My Original Issue Was The Misrepresentation Of What I Would Recieve If I Purchased The Personal
Training Sessions, And After Purchasing I Recieved No Sorts After Showing Up For My 2nd Session I Was Extremely Disappointed When I Called To Inform My Trainer I'd Be Running Late And Being Told He Wasn't Even On The Schedule For The Day it Was At That Time I Reached Out To The Gym To Tell Them I Didn't Wish To Continue With Their Services (Somewhere In Beginning Of March)Which I'm Willing To Send Phone Records Of because their telling my bank they didn't speak to me till April 7th After The Payment Had Already Been Processed At that time I was connected with Luke who insisted I finished up my remaining sessions with him He never told me to go online and process the cancellation in writingSo on the 7th it 8th of April I was then again charged $which is when I contacted the gym and after being given the run around I contacted the corporate office and explained to him how I told Luke after my first session I didn't wish to continue my training because it wasn't what they sold meHe then informed me of a "personal training contract" I signedWhich was a paper at the time when I met with Elliot I was told was just a signature to authorize them to debit my accountSo this also was misrepresented it wasn't till I filed a dispute with my bank and they provided them with a copy which was then forwarded to me which included a bunch of things Elliot failed to mention at the signing such as sessions expiring after days and reoccurring paymentsThe contract was computerized I never received a paper copy or digital copy via emailNot sure what documents besides phone records I could provide you with to help thisAnything Specific You Suggest?
Below you'll find a timeline of events serving as a response to the complaint, including pertinent sections of the membership agreement signed by Ms ***. An image of the contract, in full, is attached here. Re: Complaint ID ***9/7/*** *** purchases a
membership with VENT Fitness 5/7/Scheduled billing for membership dues is unsuccessful ; Service Charge of $applied 5/9/Follattempt to collect membership dues and fee is unsuccessful 5/11/Follattempt to collect membership dues and fee is unsuccessful 5/13/Follattempt to collect membership dues and fee is unsuccessful 5/16/Follattempt to collect membership dues and fee is unsuccessful 5/18/Follattempt to collect membership dues is unsuccessful; Late Fee of $applied 5/20/Follattempt to collect membership dues and fees is unsuccessful 5/25/Follattempt to collect membership dues and fees is successful, totaling $59.496/1/Member contacted the gym in response to charges to her account on 5/25. As noted in membership records: Member “unhappy with policy for service charge”Initiated cancellation of membership, 30-day notice providedMembership pending cancellation with 30-day notice, per cancellation policyFinal payment still required.6/9/Member contacted gym to express a grievance regarding our cancellation policy; specifically, the requirement for 30-day notice to be givenManagement returned her call, but was not able to speak with the member.Cancellation policy as stated in contract agreement:Cancellation of Month to Month Membership: Cancellation of Month to Month Membership for any reasons, excluding Consumer’s Right to Cancel and Additional Rights to Cancel pursuant to NYS Law, will be permitted following a written request to cancel days prior to next billing date. Michael * *** Club Manager ***
This member claims to have submitted a request to cancel his membership but VENT Fitness did not receive such notice prior to September 3rd 2017. I will attach our detailed notes which clearly articulate our need for him to provide proof of the initial request of which he refused. I will
also attach screen shots of our cancellation request program with search results for *** as well as how his request on September 3rd came over to us. Hopefully this shows our level of diligence and professionalism when it comes to our cancellation policy. We require days notice prior to cancellation and the request must be submitted via our cancellation site at *** Since this request was never submitted we continue to bill all dues amounts assuming the member is planning to continue with his membership. Once the request to cancel was submitted on the 3rd we processed the cancellation and ended his membership. Please reach out to me directly if there are any additional questions or concerns regarding this matter. Thank you. Bryan ***
***
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Business claims to have made several attempts at collecting service charges, no attempts were made. Business made no contact with me involving service charges during May 2016, these are lies. Instead of contacting me, they continued to charge my account until I accidentally discovered said charges. This business practice is unethical and needs to be resolved. I would like to contest any charges made in May 2016 minus the normal monthly charge and the 30 cancellation charge (which, quite frankly, is unacceptable and unethical as well). Regards,[redacted]
Revdex.com spoke with Brian today and he stated the following:4/8/15 - consumer contacted business to cancel due to financial strain. The personal training sessions have been cancelled per her request. Her membership agreement is still active and under contract until 3/4/2016, which is currently past due. No payment has been received since April 11, 2015.There are currently 3 months of late fees which we are waiving at this point in time.She still has 4 personal training sessions remaining which she may use at any of our locations as those have been paid for.If consumer wishes to contact me we are more than willing to work with her and freeze her membership if necessary.
I have sent this yes and vent has rectified the issue and made it correct with me. Thank you for your assistance.
Revdex.com spoke with [redacted] today and he stated that he and the personal trainer have been in contact with the customer and are working on resolving the issue along with the customer's bank.