World Gym

Reply: On June 15,Ms *** signed up for a training membership at our Greece club although she already had a membership at our East club. At that time, she should have been cancelled at the East Ave club for the cancellation fee of months dues (total of $40.14). She was not
canceled at the East Ave club which caused all of this confusion. She was put on a membership freeze from August through December at no charge at the East club. On January 1, we began to bill her again for membership but the card declined. The card declined through March 7, when we received her payment of her dues plus insufficient funds fees from all the months that were owed for a total of $165.21.The problem was lack of communication between clubs. After researching this member I feel it would be fair to refund her $which would be the $minus the cancellation fee of $that should have been completed originally for July and August duesPlease let me know how to proceed. Thank you, Michelle Sember

If the member would please read the information on his contract under DEFAULT AND LATE PAYMENTS, it clearly states A SERVICE FEE WILL BE CHARGED IMMEDIATELY FOR ANY CHECK, DRAFT, CREDIT CARD, OR ORDER RETURNED FOR INSUFFICIENT FUNDS OR ANY OTHER REASON. I see no reason for further communication in this case

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Our experience with Sam B*** the salesman was very professional and and honestUnfortunately the good news stops thereOur test drive of about miles did not reveal any negative issues with the truck so we went ahead with the purchaseWhen driving home after the sale we noticed a loud squeaking coming from the brakes and a vibration coming from the rear end at higher speedThe next day we discovered a nail in one of the tires (dealer had already fixed one tire with a nail before purchase) and when we went to look for the jack kit we found that the handles for lowering the spare tire and lug wrench were missingAfter another trip back to the dealership a used jack handle was providedI made an appointment with the dealership to inspect the issues with the brakes and the vibration, letting the service department know that I could only leave the truck for one dayThey did balance the rear tires, which did not fix the vibration issue, and informed me that the brakes were within their safety specs but would continue to squeak because they are metallic brakesThe bottom line is, I spent over $24,on this truck and I should not have to spend repeated trips to the dealership after the purchase only to find out they will not fix the issues

I am attaching a copy of the member's agreement as well as his wife's. I have underlined on the agreement the charges that were assessed were SERVICE FEES. As per the agreement, it clearly states that a "SERVICE FEE will be assessed for any check, draft, credit card, or order returned
for insufficient funds or any other reason." LATE CHARGES are assessed once the payment is days late. *** *** was charged a SERVICE FEE per his agreement. He was not charged a LATE CHARGE. *** *** is our billing company. We do not collect the money from the members; our billing company collects the money and keeps it as per our agreement with themI am also attaching notes from staff members regarding phone calls from *** ***. As you can see by the notes, *** *** has been aggressive and threatening to the staff of the gym as well as to the Owner. The first staff member who received a phone call was Tracy J***; Tracy is a retired police officer and retired security guardShe is also retired from her job as a teacher with special needs children. Obviously, with her past experiences, she is slow to react to irrational people, and would never say the things this gentleman has accused her of saying.John P***, who is the owner of the gym, contacted *** *** on 12/11/after receiving a phone call from Tracy J*** regarding *** ***. MrP*** had the exact same experience with *** *** and his threatening behavior. He also threatened to call the Sheriff's office, congressmen, senators, etc. MrP*** asked him in a perfect world, what it would take to make him happy. *** *** said the only thing that would make him happy is to refund him his monthly membership dues as well as the late fee and service fee. MrP*** was not willing to refund him his membership dues, so now he has reported us to you, and made allegations regarding our professional behavior that is completely delusional. It is not in MrP***'s nor Tracy J*** nature to be aggressive or insulting to members - EVER. In fact, both are exactly the opposite.We had not previously cancelled *** ***'s membership nor his wife's as he stated we were going to do; however, due to these present circumstances and his hostile behavior towards our staff and owner, I have cancelled his membership.If there is any further information needed, please contact me and I would be happy to assist you in closing this matter.Beth P***Operations Manager

To whom it may concern, *** *** called and got irate with my staff claiming he attempted to cancel over the phoneI checked my logs and there were no records of his callsIt is against company policy to cancel over the phone and
per his signed agreement he acknowledged thisI informed him that he would need to clear his past due balance and come in to cancel his membership per company protocolHe slandered my company on the internet and filed a report with your organizationAttached is his signed agreement, we would like to get this issue resolved so please feel free to contact me at ###-###-####Thank you for your time Walter Pineda General Manager

I received a note from *** on Monday.This was from an outstanding charge, however I had the billing company refund the charges and extended his membership to Jan1st so there will be no more issues He should see the refund within the next day

Revdex.com:I've heard no more charges three times now I certainly hope this time the gym holds to its word.Regards, *** ***

In the event of any inquiry, every attempt will be made to help the Insured Person understand the status, scope and extent of available benefits and coverages Actual eligibility determinations, benefit verifications, final coverage decisions and claim adjudications, and final payments and/or
reimbursements of benefits or claims are determined and adjudicated only after or at the time a proper and complete Proof of Claim is submitted, an opportunity for reasonable investigation and/or review is provided, cooperation is received, and all facts and supporting information, including relevant data, information and medical records when deemed necessary or appropriate by the Company, are presented in writing. If a definite answer to a specific benefits or coverage question is required for any reason, the Insured Person may submit a written request to the Company, including all pertinent medical information and a statement from the attending Physician, and a written reply will be sent by the Company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The response is a standard generic reply, which assumes that no claim forms or requests have been sent before.The claim form was sent on 09/08/and a request for information regarding the denial of service was mailed on 10/28/Both letters were sent in certified mail with receipts.In response to IMG reply, I downloaded the claim form to send it again in case it was misplacedThis will be sent in certified mail to IMG, along with the medical report and invoices, on Monday 11/17/2014. No bills were paid to any of the medical providers yetI’d appreciate if IMG respond by paying these medical bills, or sending a request for any ‘specific’ further details that they may need to finalize this claim. Regards,
Elisabete Farrag

Good Afternoon, Just an update, this is the first contact I have received regarding this complaint. All other emails went into my “junk” folder. We have been in business years and have never not responded to a complaint.On 2/22/Ms*** signed up for a gym membership with
World Gym Rochester. The membership was a month commitment at $per month. Her anniversary date to be able to cancel was 2/22/16. Ms*** continued to check into the club well past this date, including throughout April and May of 2016.Contract statements:“I understand that I must make at least monthly payments before I can cancel my membership with days written notice. I agree to pay two additional months from the date of my cancellation. I understand I cannot cancel by phone or by informing a staff person verbally.” InitialledRATE GUARANTEETwice per year on the 15th of January & 15th of July, there is an additional $charge perperson and will be automatically debited. InitialledI authorize World Gym to debit my credit card or bank account on the 1st of each month, for all current and past due balances. I agree to pay all rate guarantee fees, late fees, two additional months due upon cancellation and any damage I or my guests may cause to the gym. I understand that my monthly billing membership will not automatically end in months. signedOn Jan 1, her credit card declined and we charged her an NSF fee and she declined ever since. When she came in to cancel, we explained the cancellation policy to her but she refused to pay the months and her back dues. We even took away of the NSF fees for her but she still refused to pay. We cannot cancel a membership that has money owed.Attached is a copy of her agreement and a copy of her AR history.If you have any additional questions, please call me.Thank you, Michelle ***

Company's 2nd response below:Case #*** ***Letter #additional concerns by complainant:Mr*** there will be no future debit transactions from World Gym ***Please advice Mr*** to read the contract/agreement he signed with World Gym when he joined CONTRACT TERMS: #Consumer's Right to Cancellation & #Additional Rights to Cancellation clearly details cancellation terms and policies.Sincerely,*** *** ** ***World Gym *** *** *** *** Phone *** Fax ***

From:  <[email protected]>Date: Wed, Dec 9, 2015 at 3:36 PMSubject: ID [redacted]To: [redacted]
Hello [redacted].
I want to respond to [redacted]’ issue (ID [redacted]).
We have finally spoke after playing phone tag.  His account...

is cancelled and refunded back.
Thank you for the notice.
Have a great day!
Dave A[redacted]World Gym Cleveland440-[redacted] / 216-[redacted]

Hi [redacted],
I have attached the mail receipt that I had sent from the Alhambra post office initially in October. The gym stated that they had not received the note so I had to resend my notice to end my membership again when I was on vacation in Moscow, Idaho where the final notice was sent from.
Thank you,
[redacted]
--
[redacted]

[redacted]Date: Tue, Nov 3, 2015 at 10:57 AMSubject: ID 10860388To: "[redacted]
Good Afternoon [redacted].
This is in regards to ID [redacted]
The charges that are being disputed are accurate charges.
The account has never...

been billed on the 3rd of each month.
Every charge has been on the 1st when you look at their bank statement it probably posts on the 3rd.
We lock in our billing 2 business days prior so at midnight of the 1st the accounts are ran. If the money is not available at that time it will be decline and a NSF fee will be on the account for charge.
I have checked the account and due to the cancellation policy there is a 30 day notice and the accounts were suppose to be charged for October.
I have waived the 30 day notice and cleared the October charge for the inconvenience.
 
Thank You.
Please let me know if there is any further information you need.
Dave A[redacted]
World Gym Cleveland
440-[redacted]

I have had the discussion with [redacted] explaining if there are any account changes to his account that we have on file, his bank gives our billing company the new account information because we are a recurring charge.  His training agreement was released off of freeze on the date he signed for....

 It was then billed and kicked back to us, where a $20 decline fee was assessed making that payment $110.  The following month was assessed at $90 in which the bank gave us his new information.  When [redacted] and I spoke, I told him we will cancel his agreement going forward and he is still entitled to the training sessions that he paid for.  I did also encouraged him to dispute with the bank if he feels any wrong doing because on our end there was none.  At no point did we go against policy, which was signed upon by [redacted], nor did we gain fraudulently access  his banking information.Again, we encourage [redacted] to use the training sessions that are purchased so we can continue to help him with his health and fitness goals.

Hi [redacted], 
I apologize for the duplicate letters you had to send. When you called our Idaho Falls club on 11/25/15 and state you had sent a certified letter already. They asked if you could give them the tracking number or receipt and your account could be taken care of at that time.  Thank you for submitting your receipt of the letter sent. It shows it was received by our billing company on Oct 13, 2015.  For whatever reason it appears they weren't able to connect it with your account.  
The receipt can be treated the same as a letter being received, just as they would have done for you in November when you called. There is a 30 day cancel on your membership so your account would cancel 30 days after the letter was received, so 11/13/16 will be the new cancellation date.  No payments were received after 11/13/16 and your account has been canceled. If there are any additional question please let me know, otherwise I will make the necessary adjustments to your account and consider this matter closed. 
Yours in Health, 
Beki

Revdex.com:
While I appreciate you requesting a refund on my behalf, I think that you really need to look into the practices of [redacted] as I was given wrong information on 3 separate instances. I was told first that as long as my letter was posted in June that the account would be cancelled, this did not happen. Basically, I was charged about $300 to cancel a $9.99 a month membership that was advertised as No Fees, No commitments, No Kidding. [redacted] is a crooked business and I will NEVER do business with them or World Gym again as long as World Gym uses [redacted]. The information I was given by an employee was recanted by a manager when I called back and the managers response was "Not all of our employees know the correct answers to every question." Does this strike you as a good business practice? [redacted]

Initial Business Response /* (1000, 10, 2017/05/02) */

April 27, 2017
Revdex.com of Northern Indiana
4011 Parnell Ave
Fort Wayne, IN XXXXX
Re: [redacted] &[redacted]
I am responding in regards to the complaint against World Gym. First, I would like to point out that the original...

complaint Case #XXXXXXXX, which was for [redacted] I thought was settled due to no further response. As I stated in the letter which I attached, we sent numerus letters and made several calls to rectify the account before turning it over to [redacted] and [redacted] The only account sent over to [redacted] was for [redacted] we did not turn over [redacted]’s account until we switched collection agencies. We switched collection agencies in January of 2016, trying reduce member fee’s, because unfortunately the Attorney’s office [redacted] & [redacted] included legal and court fee’s to the members account). We felt switching was a much better service to collect payments. With this said, we originally did turn [redacted] over, but they only sent a demand letter and did not proceed with court. We canceled with [redacted] & [redacted] and submitted the claim to First Credit Services, which again does not include any court fee’s. At this time we also submitted a claim for [redacted], to First Credit. They have two separate accounts, and only [redacted]’s was in collection before this. We have sent letters, have notes of calls made and again have exhausted all options before turning them over to collection. We are just following our contract and policies, we make every attempt to call, send letters to correct issues and get accounts taken care of before turning them over to collection. Several times we spoke to [redacted], he stated he would see why card was not working, then he would talk with his wife, during this time we continued to send letters each month and make phone attempts. We have contacted these members numerous times to resolve these accounts, but were not successful and so the end result was to have our collection service work on this issue. We also had First Credit Services contact them and try to offer a deal. Our Representative is [redacted]
Sincerely,
[redacted]
World Gym Location Manager
XXXXX [redacted] XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 12, 2017/05/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As stated in my complaint you never called us back until our payments were stopped because WE DO NOT WANT MEMBERSHIP. You are filing false claims for outrageous amounts on both of our credit and I never claimed my card did not work because the only card you ever had was [redacted]'s. You have a real problem with customer service. You probably would not need so many attorneys and collection companies "working" for you if you handled customers properly the first time around. Remove your collection from both of our accounts our membership should have ended after 12 months so stop trying to collect over [redacted] dollars because we did not want the membership.

After [redacted]'s first payment was missed on 12/5/15, 12/22/15, 1/18/16, 2/4/16 a call was made to the phone number we have on file ending xxx-[redacted] by our billing company. 12/7/15 and email was sent to the address of file [redacted]@  and a letter was mailed to the address on file in Rigby 1/19/16. World Gym called and left messages on 12/18/15, 2/8/16 and on 4/4/16 phone went straight to voicemail and a message was left again. Finally on 4/26/16 phone sounded disconnected and account proceeded to be turned over to collections. I'm not sure what other means of contacting this member to let her know her account was past due could have been made. I think every avenue was exhausted before turning this account over to a professional collection agency.