World Gym

[redacted]
 I would love to still have you as a member.  Please see [redacted] to honor your agreement. Thank you for your patience! [redacted]

Company's response below:Case #[redacted]                                                               3/12/2018[redacted]  ...

 Mr. [redacted] claims he cancelled his membership 12/2017 in his complaint our records do not show any cancellation form was ever completed by Mr. [redacted]. We were contacted by Mr. [redacted] through email 3/3/2018 at that time his membership was officially cancelled. Mr. [redacted] was billed for January and February 2018 because he did not cancel his membership until 3/3/2018. We have all email correspondences letters with Mr. [redacted] starting on 3/3/2018 in regard to his membership cancellation.Mr. [redacted]'s membership is cancelled effective 3/3/2018 and he will not be charged moving forward.Thank you,[redacted]    [redacted]World Gym [redacted] [redacted]

According to our records our billing company did receive a phone call from [redacted] on 9/24/15 asking for cancellation instructions and address to submit 30 day cancellation notice. 
The next contact I show was a phone call to our billing company 11/25/15 at 1:24pm asking why account wasn't...

cancelled yet. It was explained that a Cancellation letter hadn't been received yet and if [redacted] had a tracking number that showed it was sent but never received then the billing company would go ahead and back date the cancellation. 
That call from [redacted] was followed by a phone call to the Gym in Ammon at 1:30pm the same day and was given the same information as the billing company gave him. [redacted] stated he was on vacation and it was unable to send his tacking number. He hung up. 
The billing company received a phone call 5 minutes later at 1:35pm the same day and was asked for the address to submit a cancellation letter. 
I don't feel that 3 phone calls to 3 different representative with in a 10 minute period is consider "long wait times".  The Cancel letter was received 5 days later and the membership was cancelled the same day with no further billing even though there is a 30 day cancellation after notice is received.  [redacted] was in a 12 month term membership that just ended with his November payment so this was the earliest his membership was able to cancel with out a cancellation fee. 
Yours in Health, 
[redacted]           
Corporate Manager
World Gym - Rexburg

Dear Revdex.com:I have reviewed the file for Ms. [redacted].  The Insured is a citizen and resident of China who purchased an international plan for coverage while she was traveling outside of her home country of China.  The international plan in question contains a number of conditions...

and exclusions to coverage, and is neither a comprehensive health insurance contract nor a general health plan.The Insured purchased the international coverage effective October 31, 2016, and immediately sought medical care beginning November 1, 2016.  Regrettably, based on our medical staff's review of the clinical records, IMG concluded that the insurance did not cover this care, because (1) it was the result of a pre-existing condition and (2) it appears that the insured purchased with intent to claim immediately.The complaint was reviewed as an appeal of the denial, and the claims were adjudicated in accordance with the plan.  Yours truly, Carolyn O[redacted]Assistant to General CounselInternational Medical Group, Inc.

Complaint: [redacted]I am rejecting this response because:I had never received any phone calls, got any messages or emails, or any mail until the day I got a letter stating I was turned over to a collection agency. One of the staff had told me I needed to send a letter stating my reason for cancel to the Paramount Acceptance company via certified mail. So I did, and I assumed that hey had gotten the letter. During this time, I had no one contact me.Sincerely,[redacted]

We have tried to locate the 2 numbers provided, but cannot locate any account with those numbers.  Are there any others that are associate with this individual?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In the claim I made with IMG Global, they originally mentioned that it would take 30 business days, however, after reaching the 30 business days, they then said it would take up to 60 business days.  Upon review of all the documentation, there is no information saying that claims would take an additional 30 days.So the issue is that, they are not promoting the product correctly and changing the information to suite their business vs. the need of the consumer.  Based on this information, I reject their response and after careful review, there are 1000s of complaints that have been posted on the internet about similar operating practices.
Regards,
[redacted]

On Jan 26, 2015 this Member sign up for a 12 term membership with a automatic renewal month to month. Cancel instructions must be in writing and submitted to our billing company. No reason is required but account must be current to cancel. Members card was declined in Dec 2015 and account became...

delinquent. Multiple attemps were made to contact member through calls, letters and messages. After 6 months of attempting to contact member with no success or reply her account was turned over to a collection agency. There are no notes about member requesting cancellation instructions, if so we would have explained that her account was delinquent and term needed to be fulfilled in order to cancel account.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
First of all, I am irate that IMG neeeded 13 business days to respond to my complaint when all they appear to have done is directly quote policy language. IMG has in no way responded to the crux of my complaint which is that an IMG agent gave me incomplete information regarding renewal of my policy and how to preserve the Home Country converage. I have emails of these conversations that I sent to IMG who admitted that their agent gave me incomplete information yet they take no responsibility for this and merely dismiss the agent's bad advice by saying the agent was terminated.To quote the company's response:"(ii) if the Insured Person has paid premium for at least 12 months of continuous coverage under the plan, made the appropriate selection for End of Trip Home country Coverage, and designated 2 extra coverage months on the application, coverage and benefits under the insurance will terminate on the 60th day after the date the Insured Person returns to his Home Country provided premium has been paid for the full Period of Coverage including the 60 days of Home Country coverage"This clearly indicates that the coverage consists of 12 months plus 2 extra coverage months since I did designate the Endof Trip Home Coverage on the application. However, there was no option to designate these extra 2 months of coverage on the online application.  What I was, in fact, presented with on the application was 10 months of out of country coverage then 2 months of home country coverage. To reiterate, there was no option to designate "2 extra coverage months" which would have been 14 months total, not the 12 months that was the only option presented to me at the time of policy purchase. The company is not even aware of their business practices and has yet to address this in my complaint.?
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Besides my complaint to Revdex.com, I have lodged a complaint with the Indiana Department of Insurance.  Medasist Hospital has agreed to receive a sum that has satisfied their accounts.  However, I paid $19,840 dollars to the hospital and have not been reimbursed for that part of the claim.  I am unsatisfied until that is paid.
Regards,
[redacted]

If any insured needs another copy of their insurance information, the ability to access the insurance contract, declaration of insurance, and ID cards, submit claims, view claim status, and pre-certify treatment is available by visiting https://myimg.imglobal.com Eligibility determinations, benefit...

verifications, coverage decisions, and payment of benefits can be determined only after a 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 are presented in writing. Eligible Medical Expenses under this insurance previously paid by the insured person at the time of the Company’s favorable adjudication will be reimbursed.  Claim settlements, payments and reimbursements remain subject to the deductible, coinsurance, limits, and all other Terms of this insurance.  Information regarding amounts paid, dates of payment, and medical providers paid can be reviewed within Explanation of Benefit statements communicated to the insured person or accessed at https://myimg.imglobal.com

If the Insured Person disagrees with a decision of the Company, the Insured Person may in writing ask the Company to reconsider the decision and supply medical records and additional documentation to support the appeal. The Company will reconsider its decision based on review of any additional documentation and facts.  The Company will then advise the Insured Person of its decision within a reasonable time frame following receipt of any additional documentation and facts.

The following items must be submitted by the Insured Person to be considered a complete Proof of Claim eligible for consideration of coverage (“Proof of Claim”): (a) a duly completed, timely submitted, and signed Claim Form and authorization for release of information; (b)itemized bills and...

statements of services rendered from all medical providers involved with respect to the claim; and c) receipts for any costs, fees or expenses that have been incurred or paid by the Insured Person with respect to the claim. The Insured Person has 90 days from the date a claim is incurred to submit a complete Proof of Claim.  The Company at its option may pend resolution and adjudication of submitted claims and/or may deny coverage: for Proofs of Claim submitted thereafter; for incomplete Proofs of Claim; and/or for failure to submit a Proof of Claim.  If the Insured Person would like to submit Proof of Claim, instructions and the form are located athttp://www.imglobal.com/pdf_forms/claimform-interactive.doc

I received your letter about [redacted] complaint. I have spoken to him and met with him. On 9/23/2011 this members wife signed a contract with World Gym for a monthly contract which can be cancelled at anytime. After a 12 month period is may be cancelled with no penalty. The membership was...

transferred to her spouse, [redacted] on 2/2/2012.  The last visit or use of this membership was 6/26/2012.  On 9/14/15 I received a phone call from [redacted] asking if the account was cancelled and that we were still billing him. I explained this account has never been cancelled and was still active and available to use.    [redacted] stated that his account was only for a year.        I explained the contract and auto renewal.    [redacted] stated that he came in and asked when his year would be over and wanted to cancel his account.        I asked if he was given a cancellation form.    [redacted] stated that yes he got the cancellation document.        I explained that it had all the cancellation instructions of how to cancel an account. Just mail a letter to the billing company, address was on the form, certified letter was recommend or regular letter call and verify they got it, phone number was listed for him.          [redacted] stated that he was never told he had to send a letter he just told the employee he wanted to make sure his account could cancel after a year.         I explained that yes he was able to cancel after a year with no penalty. On 9/15/15 I received a copy of a letter for a request to cancel the account. I also received and email from [redacted] stating that he left the letter for me and also sent one to the billing company. 2 days later the billing company ([redacted]) received the certified letter and cancelled [redacted] account. I replied to [redacted] email that his account had been cancelled and to proceed with a refund he would need to provide proof of the letter sent to cancel.     On 9/25/15 [redacted] showed up in my office to discuss his membership. I explained that I couldn't submit a refund for $947 without proof that he actually cancelled his account. If he has a receipt or tracking number. He could get through the post office website. I have no notes recorded that he ever talked to the billing company or requested cancel information. All of our notes are documented, every time the billing company accesses his account and there is no history of him ever calling for any reason.      He stated that he checked his account after he thought his membership would end or be cancelled in Nov 2012. A payment came out of 11/5/2012 just like it continued to every month on the same day. If this account was not used very often I find it difficult to believe he didn't see a charge for a membership among just a few transactions.     I do empathize that he didn't follow up on the actual terms of his contract or notice the membership charges over the last 3 years.  Since he hasn't used the facility I offered to extend a free membership to him or his wife. Due to the notice of this complaint I will assume my generosity has been rejected. Please let me know if there is anything else you have concerns about. A copy of his contract or note history can be made available with [redacted] permission. Yours in Health, [redacted]           Corporate ManagerWorld Gym - Rexburg

Yes, we are changing our membership format.As a new owner, I have the ability to change.  No contracts are "lifetime".  Maybe to that specific business entity, but as a new entity it does not have to be obligated.We are in the process of upgrading the facility and simply cannot sustain...

with minimal membership fees such as this.  Outside of keeping the doors open, our goal is to create a better facility with more services.  Thus the increase in membership dues.Memberships are currently $20 per month for our basic program, $30 per month for our membership that includes group exercise, tanning and kids club access, $40 per month that includes full access to everything including athletic/boot camp classes.We apologize for the inconvenience and appreciate your patience and understanding.  We hope you enjoy seeing the upcoming progress and new services brought to the fitness center. Thank you.

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.Regards,[redacted]In January I called to update my card info for my $10mthly due because my previous card was cancelled. I spoke to Jenna and she explained this is common and she said she will remove the fees because this is the 1st time. She said I would only be charged the $10monthly fee and the annual rate guarantee fee of $19 so that my rate doesn't go up. I agreed, thanked her and ended the call. Then on 2/7 I checked my account and saw that $99 was taken out for worlds gym!!! I called and spoke to Grant and explained what happened and he said that he would leave a message for a manager to call me first thing on 2/8. Grant even called me on 2/8 to confirm that he left a message for a manager to call me when they come in. I thanked him for his follow up and ended the call. Well, I never got a call from a manager so I called back later that evening and spoke to Shannon. I explained what had happened with the charge to my account and she said that she could only reverse one charge (because by this time I had already incurred multiple charges from missed monthly payments). I asked her if she had an opportunity to speak to Jenna about this because there would have been no additional charges had the correct billing of $29 happened initially and she said she hadn't spoke to Jenna. I requested that she take the time and speak to Jenna and then call me back to let me know that she is able to do more for me after having gathered the facts from Jenna. I thanked and ended the call. That same day Shannon called me back and she said  she spoke to Jenna and Jenna was not able to say whether if she did or didn't agree to reverse the charge. So Shannon said that based on that she will go ahead and refund my $99. I thanked her and ended the call. On 2/17 I checked my account and did not see a credit for my refund so I called worlds gym and spoke to Erika who confirmed that there was a credit of $99 put on my membership account and no refund processed. I requested that she have Shannon call me back to follow up as this was not the understanding nor the agreement from our previous phone conversation. She said she will put a message in for Shannon to call me back. The next day, I got no call so I called the gym myself and asked for a manager and I was told by a man that a manager will be coming in after 5pm if I would like to callback. I advised that there's a request for a callback for me from a manager so I will wait for them to get in. Days went by and I got no callback. So here we are! I did not authorize a charge from my account for $99! I demand my money put back as I was told it would be by Shannon.

Initial Business Response /* (1000, 5, 2016/04/04) */
[redacted] purchased personal training on march 9th. Our personal training is a service that we provide in the club. We do attempt to match each client with a trainer that will fit them best. However, the service that we provide is not specific to...

any employee. We do understand that switching trainers can be uneasy at first but over time things go very well. When a client signs up for personal training they make a commitment to reaching their personal fitness goals. For that reason, we do not offer refunds unless we are unable to accommodate their original needs as far as scheduling. [redacted] was made aware of that. Also, the sessions are purchased in packages, meaning that they pay a discounted price for their sessions in full. Once they start training that package becomes non refundable. The sessions will remain attached to her account for as long as she is a member and will be able to use those sessions at any time.
Initial Consumer Rebuttal /* (3000, 7, 2016/04/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted]
In response to what World Gym claimed on April 4, 2016, let me say that I am beyond frustrated and upset with their level of professionalism, or lack thereof.
First and foremost let me confirm that it is true that I did purchase "personal" training on March 9, 2016, however I never signed any document or contract detailing their personal training terms or limitations of service as far as the following is concerned:
"Personal" training that is not specific to an employee (Isn't the whole point of personal training to have a personal trainer of choice?)
Committing to and continuing with personal fitness goals, despite having services from original personal trainer of choice revoked (I never intended to have personal training services provided by anyone else other than that of my choice)
Refund terms as far as original scheduling needs are concerned or the specifics of a "schedule"
PROOF of being made aware of personal training policies, terms, and limitations
Documentation that states that once a training package begins that package becomes non-refundable
The ONLY documents I signed with World Gym thus far have included a membership agreement form on January 24, 2016, a waiver and release form for personal training on March 9, 2016, and finally, a membership cancellation form on March 24, 2016. Furthermore, when I asked the manager, Cortney, at the World Gym of Victorville to produce a document or contract detailing the specifics of why I was being denied a refund for services from a personal trainer of choice, which were later revoked, nothing was provided.
Come on World Gym of Victorville! Take some responsibility and deliver in the customer service your clients deserve.

Company's response below:From: <[redacted]>Date: Thu, Oct 12, 2017 at 11:50 AMSubject: ID#[redacted]To: [redacted]To whom it may concern,                                     ...

      10/12/2017ID #[redacted] World Gym [redacted] [redacted] closed on September 29th, 2017 after operating at this location since July 2000. We Merged our members to our World Gym [redacted] location 3.2 miles from the World Gym [redacted] [redacted] location at no additional costs to the members. We posted signs, emailed members and ran ADs in the local [redacted] newspaper starting on September 18th, 2017. The [redacted] Statue #[redacted] outlines that if a health and fitness club moves or closes it can transfer the membership to another equal location within 5 miles at no additional costs within 30 days. World Gym [redacted] has been open since 2006 and has won Best Health & Fitness Club in [redacted] numerous times, we look forward to providing our members and guests with a premier health club.Thank you, [redacted]     [redacted]World Gym [redacted] [redacted] 
[redacted] Fax [redacted]

As stated in my original complaint, I handed the letter to a man named Tim (at the front desk) back in May.
The letter was not acknowledged.
I opened this dispute on July 21st regarding them not cancelling my account - they still chose not to canccel.
I faxed the attached letter (third request) on 08/27/14 because they STILL had not canceled my membership AND they charged me another $10.00 for August.
If they charge my credit card again this month, this is going to become a Fraud dispute with [redacted] since the Revdex.com isn't doing anything to rectify the issue.
I have no other choice and I am beyond finished with wasting my time on this nonsense.
I want a refund for any fee charged to my card after June 2012 ($19.99 in July and $10.00 in August) - and I want something in WRITING (as requested three weeks ago in the attached letter) stating that my membership has been canceled.

An authorization allowing the release of PHI, PII, and NPI has not been provided, therefore, confidentiality and privacy laws will not permit the sharing of that information with a third party.  Another copy of Explanation of Benefit statements, declarations of insurance, and insurance...

contracts can be reviewed at https://myimg.imglobal.com/  Eligibility determinations, benefit verifications, coverage decisions, and payment of benefits can be determined only after a 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 are presented in writing. Certain items must be submitted by the Insured Person to be considered a PROOF OF CLAIM eligible for consideration including but not limited to a completed, timely, signed claim form.  The Insured Person has 90 days from the date a claim is incurred to submit a complete PROOF OF CLAIM. If the Insured Person wishes to submit Proof of Claim, the form located at www.imglobal.com/en/client-resources/claims.aspx will need to be completed and returned along with medical records related to the charges.  A review of the medical records, any additional documentation, and the facts will be undertaken and the Insured Person will then be advised that decision.