West Glens Falls Fire Company No 1 Incorporated

July 24,2015Dear [redacted],The following is my response to the letter, dated July 15, 2015, written to you by Rob B[redacted] of Elevations Health Club.First, Mr. B[redacted] was quite persistently uncooperative in this situation in light of the fact that: (1) the Federal law, the Soldier and Saylor Relief Act', supercedes and superceded his and his company's health club membership 14 day cancellation policy,(2) on May 19th, 2015, military proof was provided at which point no other document should have been required and the health club should not have debited my son's bank account a fee for the upcoming month (which obviously could not be used).Secondly, the health club disregarded the military papers [proof] and the Federal law and continued, blatantly andwith knowledge that my son reported to the Air Force, on May 19, 2015, to debit his bank account.Additionally, U.S. military personnel [my son's recruiter], had to get involved to further verify that my son was given short notice and therefore could not have given a 14 day notice, who never before had any applicant experience such a "hard time" canceling a membership and getting a refund. Due to the Federal law this additional verification, demanded by Mr. B[redacted], was not necessary but Mr. B[redacted] was continually refusing to refund the money debited from to my son's account.Most importantly, contrary to Mr. B[redacted]'s statement that the funds were refunded, there was not a chargeback on June 8th that returned these funds into my son's account. To date, the funds that were debited have not been returned {Fully Credited}: On or about May 27, 2015, the bank placed a provisional hold - dispute pending and the bank information, as of the date of this letter, shows that this is still a provisional credit and not a finalized credit. In summary, two months have passed. My son is entrenched in very difficult [redacted] training and this matter requires immediate resolution. I suggest as a resolution that Mr. B[redacted] write a letter to the the bank instructing them to change the provisional credit to a finalized credit.Included for Revdex.com review purposes only. Is [redacted]'s [redacted] Bank Statement to date, showing the debit

This is in response to your letter dated 7/31/15 regarding additional concerns on this matter.Enclosed was a copy of correspondence from the customer's father alleging that our business was “persistently uncooperative" in resolving this matter. I could not disagree more strongly. In fact, it was our staff that repeatedly tried to help resolve this matter.We were the ones who reached out to the member, repeatedly, asking for the same document that we ask of all military personal requesting relief from their membership. It’s a simple proof of relocation that includes name, report date and report location. We were the ones who repeatedly attempted to communicate with the member's father to obtain the same document as above. We were the ones who reached out to the recruiter, repeatedly, to obtain the same document as above.After we had received confirmation of the above, we attempted to refund the funds back to the member. By then, however, the member's father had initiated a chargeback process with his bank. This further delayed our attempt to refund those funds as the chargeback process proceeded.As you can see from the enclosed email print out, our billing company has also tried to help in resolving this matter.Please let me know if you have any further questions or concerns or if I have failed to satisfactorily address any of the issues on this complaint.SincerelyRob B.Owner

7/15/2015Thank you for contacting us about this matter and for giving us a chance to respond. We have attempted, multiple times, to resolve his person's complaint. The person listed on the complaint form is not our customer. However, we understand that he has been acting on behalf of his son,...

so we have tried (repeatedly) to communicate with him and to help him in resolving this situation.On May 13, 2015, our customer submitted a request to cancel his membership as he was reporting for military service. Since he was still under contract for several more months, a staff person reached out to him to request the proper documentation: a copy of his military orders that show his name, his report date and report location. These are the same documents we require from any military personal who request early termination of their contract for military service.On May 14th, I emailed this customer personally to request the same documents (proof of his report date and location) as he had dropped off a copy of his enlistment papers and they did not show his report date or report location. They showed that he had enlisted in the military several months prior. I included his recruiting officer on this email.On May 19th, this customer forwarded the same enlistment papers. I responded AGAIN that these documents were not sufficient and I again asked for the proper documentation.On May 19th, this customer was charged his normal monthly dues. We require 14 days' notice to process a cancellation request (this customer had provided 5 days' notice). Additionally, we still had not received the proper documents.On May 20th, we received and an email from his recruiter saying that he had indeed reported for active service in another state.On May 21st, I responded to both the customer and his recruiter thanking him for his confirmation of active service and relocation (still not an official document but we agreed to use the email from his recruiter as proof of military service). His membership was cancelled and there was nothing further due.On May 29th I received a phone call from the customer's father asking for a refund of the 5/19 dues charge. I said that we had not received 14 days' notice so that would not be possible. He insisted that his son did not receive advanced notice from the military and was shipped out on short notice. I explained that if he had a document that showed his son had received only 5 days' notice, then we would refund the 5/19 dues, as a courtesy, even though it was less than the 14 days required notice. He said there was no such document and hung up while I was trying to talk about any other possible options.On June 2nd, the father emailed me asking a refund of the 5/19 dues. I responded by asking for the proper documentation. I explained that after we received proof that his son had received short notice to report for duty that we would issue the refund as a courtesy.On June 3rd we received an email from the military recruiter explaining that the customer had received short notice to report for duty. Even though, once again, it was not official documentation, I responded the same day to the recruiter and the father explaining that we would issue a refund.On June 5th I called our billing company to ask that they issue a refund.On June 8th (the next business day), the billing company received notice from the customer's bank that the customer had requested a chargeback of the 5/19 dues. The bank had executed the chargeback and the customer had the 5/19 dues returned to their account. There was no refund to issue. According to our billing company, "... the funds were returned to them with the chargeback."On June 15th the customer's father emailed to again ask for the refund. I explained the steps I had taken in asking the billing company to issue a refund.On July 6th the father emailed to again ask for a refund. I contacted our billing company to confirm the refund and learned of the chargeback initiated by the customer and/or the customer's father.On July 8th I responded to the customer's father that the chargeback had been requested (by him or his son) and issued by his bank back in June.Since the customer and/or his father received the requested chargeback on June 8th, I'm unsure as to why the father continued, for over a month, to request a refund. Nor am I aware of any reason for him to launch a complaint to the Revdex.com? If further response is required or if documentation of any of the above is needed, please feel free to contact me again.Sincerely,Rob B.Owner