World Health

Initial Business Response / [redacted] (1000, 5, 2014/04/26) */ Member signed a month term on September 14th, Regular billings successfully occurred biweekly on Fridays until members March 15th, was returned with an Account Closed decline reason The following course of events occurred prior to member being sent to a third party for further collection action: March 17th, - Member called our head office and was advised of past dueMember claimed to have cancelled, he was asked if he submitted this in writing to which member responded "no"Member Rep instructed member to go to a World Health facility to fill out a cancellation form and pay arrears March 18th, - An auto dialer phoned member regarding past due April 8th, - Internal collections left message on member's cell phone April 21, - Member spoke with a Member Rep, told employee he would pay past due once he gets a job May 20th, - An auto dialer phoned member's regarding past due May 20th, - Member returned called said again he would pay as soon as he can June 6th, - Internal collections left message on member's cell phone June 30th, 2011- Internal collections left message on member's cell phone July 7th, - Final notice was sent to address on file August 10th - Member spoke with an Internal Collections RepMember stated he just started working and can pay the balance by mid-SeptemberMember requested a statement showing balance owing be sent to himThis was sent to an email address provided by member February 8th, - Promise to pay was broken and member was sent to [redacted] for 3rd party collections With all the above illustrated, member was fully aware of the debt he owed World HealthNo cancellation was submitted to one of our facilities and member was given many opportunities to clear up the past due This is a valid debt and will remain listed with [redacted] Should member wish to discuss this further for a possible settlement, he can contact me directly Regards, [redacted] Director of Member Services World Health Edmonton, Inc Head Office [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ We have reviewed members account and have approved the cancellation of his membership, while continuing to pay to the Personal Training on a biweekly basis Club Level staff do not have the authorization to put through a cancellation when Personal Training remains on accountThat said, the process we have put in place for situations like this is for the club level staff to contact Head Office to give the approval as there are many factors we look at prior to approvingWe apologize this did not occur in this case Member's membership agreement with World Health has been terminated effective todayThe personal training will continue to bill, the last scheduled payment is 022/05/Should the member have any further questions, he can contact me directly Regards, [redacted] Director of Member Services World Health Edmonton, Inc Head Office 2nd Floor, StAlbert Trail Edmonton, AB T5L 5E Direct: XXX XXX XXXX Facsimile: XXX XXX XXXX [redacted] @worldhealth.ca http://www.worldhealth.ca

Initial Business Response / [redacted] (1000, 5, 2016/01/22) */ On January 8th, 2015, member purchased a Fitness club month to month membershipThe membership purchased can be cancelled at any time with days' notice as per the terms and conditionsOn April 27, 2015, a membership credit request (MCR) was filled out and signed by the memberSupporting documentation was provided to back up the request for months of leave due to being out of province for Education As per the credit request signed, the terms and conditions are as follows: A maximum of six months per calendar year may be granted for time missed due to illness/injury or employment/school out of area World Health will continue to bill your account during time missed Credits will be applied upon completion of obligation (which in this case was not a issue as member was on a month to month agreement Credit application request must be completed with the following: aRegistrar letter indication you were attending school out of area All of the above was provided and approvedThe signed documents are available at anytime for reviewWorld Heath made a exception in this situation and rather credit the account upon return, billing stopped during the time frame requested and signed off by the memberAll other conditions and stipulations pursuant to originally signed agreement remain in effect during and after the creditThis includes the World Health's cancellation policy The edmmembers email address has been searched in great detail for the mentioned cancellation email sentA record was not found, all emails are archived and saved for instances like thisAt the time the member came in on April 27th, there was no mention of a email request to cancel rather the MCR being filled out At this time, World Health will refund member the annual facility fee debited from the account on the 8th of January in the amount of $We will also waive the days notice and cancel the account effective immediately based on the request in this review A cheque will be sent to [redacted] , which is the address we have on fileIf this is incorrect, member can contact me directly to update information Regards, [redacted] Director of Member Services World Health Edmonton, Inc Edmonton, AB T5L 5E Direct: XXX XXX XXXX Facsimile: XXX XXX XXXX

Initial Business Response / [redacted] (1000, 5, 2014/07/23) */ Member purchased a package of Personal Training Sessions on January 7th, The sessions purchased are a discount rate based on the quantityThe terms on the front of the agreement state the member is agreeing to pay billings of $XX amount biweekly on FridayThe terms of the agreement also state that no refunds will be issued, for any reason, including unused sessions With the above said, member has been in contact with our Personal Training DirectorAn arrangement was made to have member try one of our other locationsIf still not satisfied, a cancellation of the membership for a $charge (early cancellation) and a cancellation of Personal Training was approved - As long as usage was paid forThis is arrangement is out of policy and we hope the member is truly satisfied with the new location she is attending Should member have any further questions/concerns, she can contact me directly at the information below [redacted] Director of Member Services World Health Edmonton, Inc Head Office 2nd Floor, StAlbert Trail Edmonton, AB T5L 5E Direct: XXX XXX XXXX Facsimile: XXX XXX XXXX [redacted] @worldhealth.ca http://www.worldhealth.ca

[redacted] contacted World Health outside of the BBB complaint. A refund for all money paid to date for both... the Membership agreement, along with the Personal Training purchased was issued. This refund was made without prejudice and with intent to ensure the [redacted] was satisfied with the resolve of this matter. With the above said, we would like to take this opportunity to review our current promotion. World Health is currently offering the 30 day trail, with no strings attached. This offer is just that, no strings. We currently have hundreds of potential members using this offer and enjoying our facilities. This option was 100% available to ***. She was not required to purchase anything to obtain this offer, including the $36.75 facility fee paid, Sign a 1 year Membership Agreement (which was not signed by a stylus) or provide Visa information for us to bill bi-weekly for the membership charges. It appears during the initial 2 weeks of being a member with World Health, [redacted] used the membership on a regular basis, including attending Personal Fitness Consultation (which would not be available for use should just the 30 day free trial had been chosen) During one of these consultations, [redacted] purchased Personal Training. The purchase of this agreement was not a misrepresentation, the purchase was fully executed by ***, including intent, based on the sessions that were used to date which per session, have a $52.50 value. World Health has an everyday, 30 day money back offer for all 1 & 2 year memberships purchased. This offer is not in conjunction with a 30 day trial. The 30 day trail is meant for prospects, the 30 day money back is for members only. This offer allows new members who have joined the opportunity as a member to use our facilities, including the Personal Fitness Consultations that come with the purchase of a World Health membership. After 30 days, the usage of 2 consultations and 12 checks, if the new member finds World Health not to be a fit, we will refund all charges related to the membership. Personal Training however is a separate agreement and does not fall under the 30 day money back, however can be cancelled once sessions used have been paid for. I have since followed up with [redacted] to ensure she is satisfied with the refund and closure in full of both her membership and personal training agreements. To date, I have not received a response. Regards, [redacted] Director of Member Services World Health Edmonton, Inc. Head Office 2nd Floor, 13543 St. Albert Trail Edmonton, AB T5L 5E7Direct: 780 732 5019Facsimile: 780 628 6855 [email protected]://www.worldhealth.ca

Initial Business Response /* (1000, 5, 2016/04/08) */
On April 5, 2015, *** purchased a month membership, financed for biweekly paymentsAt this time a session Personal Training package was also purchasedThis was also financed for biweekly paymentsSince the purchase
date, the sessions have been used, as well as all payments madeOn April 21st, another session personal training package was purchasedOn September 16, 2015, another session renewal occurred
The two packages purchased after the point of sale were set up for the opposite bill dates as the membership and first training packageWhile these where signed and authorized by the member to bill on the dates specified in the agreement, World Health recognizes the ability to be billed weekly (every Friday) We rectified this by having the member sign new agreements to match her membership and first training packageOn February 17, this occurred and notes state member was happy with this outcomeWorld Health considered the billing issue to be successfully resolvedWe received confirmation of the resolution via text from the member
I have followed up with the manager regarding the claims that employees do not return messagesWe have filed under the members account numerous no-shows, constant cancellations including a note stating the trainer assigned to the member is unable to train the client going forward due to an overwhelming amount and cancellations and no showsThe cancellations and communication between the trainer and member are all documented and copied into the members file
Currently, there is a balance of $for the members Personal TrainingThe membership is out of obligation and can be cancelled when the training is resolvedThat said, World Health would love the opportunity to find a trainer best suited for the member and her schedule
Member can contact myself directly, at the information below, or contact the Fitness Manager at her home location
Brea T***
Director of Member Services
World Health Edmonton, Inc
***
Initial Consumer Rebuttal /* (3000, 7, 2016/04/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The lady I spoke too said I was done with some of my payments and then continued to take money out of my account without letting me know she had made a mistake
She did it 2x and then when I asked her she said oops that must be frustrating no apology or anything***e

Initial Business Response /* (1000, 6, 2015/11/20) */
Member purchased a year financed membership agreement on October 17, The terms of the agreement were as follows:
"Biweekly dues of $(plus GST) starting on 10/31/for paymentsMy membership will continue
automatically thereafter for every subsequent week period until cancelled in accordance with this agreement
I understand I will be charged an Annual Facility Improvement fee of $plus GST every year on 10/30"
Our cancellation policy, which is outlined on the back of member's agreement is as follows:
"(10) CANCELLATION OF AGREEMENT BY THE MEMBER: The MEMBER may terminate this agreement as follows: (a) Monthly Dues Membership: After the expiration of the agreed number of monthly dues the MEMBER may terminate this agreement by 9I) completing a cancellation form days prior to their next billing date, within any WH facility"
By the member going to cancel on October 30th, the days were still applicable, however, the annual facility improvement fee (AFIF) is taken into consideration to members who have paid it within days of cancellation
Because member was billed the AFIF within days of cancelling her membership, we stopped the days' notice billingsNo further charges have gone through on members account after the date of her cancellation
If any further clarification is needed, I can be contacted directly at the contact information below
Brea T***
Director of Member Services
World Health Edmonton, Inc
Head Office
*** *** XXXXX *** *** ***
Edmonton, AB T5L 5E
Direct: XXX XXX XXXX
Facsimile: XXX XXX XXXX
***@worldhealth.ca
http://www.worldhealth.ca

Initial Business Response /* (1000, 5, 2016/03/31) */
On September 9th, *** purchased a year, fitness club membership, the first bill date was set for September 25th, 2016, biweekly thereafter for paymentsIn addition to the membership, *** purchased personal training sessions, at
a point of sale rateThis rate is offered only at the point of sale, unless an upgrade is purchased during the personal fitness consultation that are provided with the membership purchaseThese sessions are non-cancellable and non-refundable, as stated on the front of the signed agreement
*** was booked in for his first consultation at a time that was convenient for himUnfortunately, the trainer *** was booked in with was hospitalized that dayThe front desk informed the manager on duty and *** was re-booked, with another trainerAccording to statements from the employees, *** decided not to wait for the new trainer and proceeded to workout***, the new trainer looked for *** on the floor, once he located the member, *** expressed that he did not want to see *** and did not want to re-book
When *** contacted our Assistant Fitness Manager regarding what had happened during his first consultation, Tim sincerely apologized for the confusionHe rectified the situation by scheduling *** in with our most senior trainer that was confirmed to be available during ***'s available timesHe also at that time explained to *** that the training is non-refundable, but in this case he would make an exception as long as *** completed both his personal fitness consultations with Derrick, this was on October 2nd, He also confirmed with *** that should he have any booking issues with Derrick, to contact him directly to figure something outImmediately after the conversation, Derrick was in touch with *** and was booked in without issueThe Assistant Fitness Manager heard no complaints from *** regarding any booking issuesDerrick however, informed the Assistant Manager that on two occasions that he had booked *** in, *** had given same day cancellation noticeThe cancellations are documented in text messages that can be provided if requested
On October 28th, 2015, the Assistant Manager left a voicemail for *** regarding his cancellations and the exception that was made to cancel the personal training if the consultations were completed within the daysNo contact was made until *** called the Assistant Manager on January 12th, well after the days*** was informed that because he did not complete the consultation, unfortunately no refund or cancellation would be issuedAnother conversation occurred again on March 18th, the manager reiterated no refund or cancellation would occur, however we would be happy to get *** booked in to use his sessions, *** declined
At this time, we feel we have done everything to get *** in for training, even offering him the exception of doing the PFC's with our senior trainer, and then deciding if the sessions were worth his value
*** is more than welcome to contact myself, to ensure he gets the value in the sessions purchasedI can make arrangements at any one of our Fitness facilities to accommodate his schedule
*** ***
Director of Member Services
World Health Edmonton, Inc
Head Office
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Initial Consumer Rebuttal /* (3000, 7, 2016/04/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** *** *** * *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Yes you are correct I signed up for trainning sessions with EddyYour contract may say that they are at a point of sale rate, but your staff member told me otherwise and said I would get a discounted rate if I wanted additional sessionsThen I found out this wasn't the case after my 1st consultation with TONYTony then tried to sell me on more trainning sessions that would be a different rate than I was told by Eddy
When I showed up for my 1st trainning session and signed in at the front desk I told them I had a appointmentThe staff at this point and time did not inform me that this staff was hospitalized they informed me that derrick wasn't there and that there was no records of me having an appointment with himI decided to proceed with my work out because the girlfriend had a appointment with a different trainerminutes into my work out I was then approached by ALI and he asked me if I was ***I told him yesALI asked if I wanted to talkAt this point I was frustrated with what happened and how it was dealt with and I told him that NO I did not want to talkAll ALI said was DO YOU WANT TO TALK? I said no call me tomorowdays went by and I never heard from ALI or a manager which then prompted me to chase you guys around to express my frustrations with the level of customer service that was beeing provided
Afterward all that Tim did was got me in contact with your "senior" trainerWorld Health never confirmed times that worked for me all they did was set me up with Derrick there senior trainerAfter contacting Derrick it seemed the only times that were available to book with him was during my work hoursSo yes it is true I tried booking with derrick but the reason I had to cancel is I couldn't leave work early to make itSo once again here I am chasing world health around and it seems only way I can get in after all this mess around was during my work hours
Tim informed me that I could cancel my membership given the circumstances even if it was outside of your day money back guaranteeThen after several weeks of trying to book these "2" appointments that I needed to book before getting money back I give up chasing world health around
After trying to contact tim several times and messages not getting to him I finally got through to TIM and then world health no longer was willing to give me a refund because it had been too long*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
World health has clearly said in the past that they would refund my money and that is what I think they should do*** *** *** *** *** *** *** *** *** *** *** *** ***
Final Business Response /* (4000, 17, 2016/06/06) */
CorrectAS per World Health's day money back guarantee, check-ins and consultations are required under the terms and conditions
*** can contact me directly to arrange the booking of these sessions
Regards,
***
Director of Member Services
World Health Edmonton, Inc
Head Office
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Final Consumer Response /* (4200, 19, 2016/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will be contacting you directly to arrange booking these sessions*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***

Initial Business Response /* (1000, 5, 2014/05/02) */
Member did sign a year Agreement with World Health in September, As member outlined, we do have a Member Credit program where a member can receive up to months per calendar year for time spent away due to school, work and
medicalReviewing records dating back our previous system, a credit was approved for member from the end of member's obligation (11/09/2013) until February, A note was placed on the system, but unfortunately the adjustments were not made by the office in Calgary resulting in the members billing continuing past the obligationThis was a user error and World Health will refund all moneys taken from member's credit card dating back to September,
World Health is unable to refund the months the member is requesting as that time is all within the terms of the agreement she signedThat said we can issue a month credit to the member to make up for the time she was travelling for workThis can be issued directly onto the member's current account with World Health, or in the form of Gift Certificates
We have used the issues outlined as a coaching tool with our staff member that was working with the memberWorld Health is committed to excellent Customer Service and we will continue to work with our staff to maintain this commitment
Member may contact me directly regarding credit being issued - I will have a refund processed upon confirmation of addressThis can be sent to ***@worldhealth.ca
*** ***
Director of Member Services
World Health Edmonton, Inc
Head Office
2nd Floor, StAlbert Trail
Edmonton, AB T5L 5E
Initial Consumer Rebuttal /* (3000, 7, 2014/05/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank-you very much for refunding the money taken from my credit card dating back to September I am in agreement of this and we can arrange this together
The time and stress I spend to get my entitled months of credit and refund since September was not a part of the terms and agreement I signed and is an unreasonable procedure to put me throughWH have broken their own agreement by ignoring my communications and not rectifying this issue in a timely mannerI had to escalate this to Revdex.com and perhaps even further if need beThus, I do not see why I should accept the terms still outlined in the terms and agreement by accepting their offer of months credit issued to my WH account or gift certificateI asked for all credits to be paid out in the form of refunding my credit cardThey can also issue me a cheque if that's more convenientIf WH can do this, I will be very happy and will never bother them again
I want to make it very clear that I do not want to have any further affliction with WH and I had expressed this at the beginning of *** I do not want to accept any credits put on my WH account as I do not want to go through the stressful cancellation process with them as many have already experiencedI also do not want any more of their promises as they have severely broken their terms and agreement with me thus leading to this dispute

Initial Business Response /* (1000, 5, 2014/09/12) */
On August 14th, 2013, member signed a year Fitness membership, along with non-refundable, non-cancellable Personal Training SessionsThe start date for both of these agreements was September 3, I have reviewed the check in
history and spoke with the General Manager and Fitness manager and although they do not recall the said messages we have decided to waive the current balance on the account and terminate the agreementsA refund for the Personal Training that has been paid to date will be issued via cheque however membership dues will not as member was freely able to attend our facilities
With the above said, we have been attempting to contact the member for over months to try and resolve this account with no movement on it, until nowMany contacts were made, including a message left from the director to inquire why the member was not paying and why they put a stop payment on the accountWe value member feedback, but when contact was made to the member, we were not told of the issues he was having at the club level
Member can contact me directly via email or phone to confirm the address where the refund cheque can be sent to
*** ***
Director of Member Services
World Health Edmonton, Inc
Head Office
2nd Floor, XXXXX StAlbert Trail
Edmonton, AB T5L 5E
Direct: XXX XXX XXXX
Facsimile: XXX XXX XXXX
***@worldhealth.ca
http://www.worldhealth.ca
Initial Consumer Rebuttal /* (3000, 7, 2014/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
Thank you for respondingThank you for a good start in resolving this with cancelling my outstanding amount a refunding the training
In response to your comment having the ability to access the facility or cancelling the membership: The fact is, unless I paid extra for a day pass, I was NOT allowed to access the facility because your system never showed me as a member the times I tried in the beginning, nor was my facility card recognized as having a membership
Yes you have been trying for many months to get money out of me but in no way was anyone trying to resolve my issueAll you wanted was the money and when I mentioned I wasn't getting anything that was promised, ***The person responsible for collecting amounts owing was very nice to communicate with but explained she had no authority or ability to resolve any issues - just collect my moneyI called you *** several times and left a couple messages and even went to see you in person times this year as well, *** ***
***
***
That being said, whether you say anything more or not, I'm happy with your offer for the cancellation of my membership and refund of the trainingKeep the membership dues as I think it's a decent compromiseIf you're not willing to go back on your offer then I accept the offer
Final Business Response /* (4000, 9, 2014/10/03) */
We have re-reviewed the membership account and based on zero check ins, World Health is willing to refund the customer in fullWe would like to apologize for the yearlong issue and hope this closes the matter
Aside from the refund, we would like to speak further with the member to resolve some issues that concern us as our Customer Service expectations clearly are not depicted in this situationIn September of 2012, World Health Edmonton was purchased locally, by the same ownership group as ClubFitWe pride ourselves in outstanding service and transparency
If the member would like to contact me regarding this, the below information is reachableI will process the refund cheque for all monies paid to World HealthShould the member wish not to discus, an address verification can be sent directly to ***@worldhealth.ca
*** ***
Director of Member Services
World Health Edmonton, Inc
Head Office
2nd Floor, XXXXX StAlbert Trail
Edmonton, AB T5L 5E
Direct: XXX XXX XXXX
Facsimile: XXX XXX XXXX
***@worldhealth.ca
http://www.worldhealth.ca

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:I had
the car towed in about 2pmHe told me he would not be able to check the car
that day because he was closing at 5pm and was not open SundayHe got back to
me Monday afternoon and told me the problem with the carAnd in regards to him
telling me "do you know what you have here" or educating me on the
car was untrue, also about him telling me that the parts were very expensive
and it was not worth further repairs was after the fact that he did the
supposed repair and charge me $1800
There
is no sign in the shop stating anything about refunds and if there is it is not
visibleI purchased the car in 4/**/and had it inspected in may, and it
passedThe car was running in perfect condition and there was not one light on
in the carNow there a check engine light and triangular warning light are on
The car was returned to me in very poor working order:
- doesn't go from gas to electric and vice versa
- transmission is slipping doesn't drive over MPH
- light are on in car
As
stated in my 1st complaint he stated the he open the transmission which was not
authorized by me to doI'm looking to get a refund plus the purchase price of
the car because I think the car will never be repaired to the way it wasBut
if he can I will stay with the car.
Also
he told me that he drove the car 1/hrto make sure it was in good running
condition when on my receipt it states the car went in with 125,mi and came
out with the same mileageVERY,VERY UNSATISFIED CUSTOMER
Coincidentally
today I got a call someone named ***He told me that he got my # from g&a
and that he was looking to buy a hybrid battery or the whole car because he
buys and sells hybridsIs that a coincidence? I have his tel# if necessary
Sincerely,
*** ***

On September 29, 2016, [redacted] joined our Sherwood Park World Health location on a 12 month, single club membership, priced at $22 biweekly.  This is our lowest cost membership available, which was requested by [redacted].  Prior to the join date, there was many back and forth...

correspondence between the Fitness Consultant, [redacted] and the other member that joined at the same time.   To date, both members have received the following: August 31-September 29, 30 day Free pass After Purchase date - $69.30 each of comp time due to perceived miss communication.   During the comp time, the memberships were used in excess, up until a last check-in on October 21, 2016.  The only payment to date was our Annual Facility fee upon joining of $36.75 each.   After reviewing all correspondence between the members and Fitness consultant, we are unable to confirm any confirmation the stipulation mentioned were confirmed.  The paperwork set aside and ready for members to sign were strictly the memberships.  Additional services require a second “service agreement”, which again was not confirmed.   With the above said, we acknowledge the Fitness Consultant who serviced both members is no longer an employee with World Health, therefore, we are unable to confirm what was said outside of the correspondence we had available to us.  World Health is willing to offer BOTH members, free towel service which is a value of $136.50.   Once confirmation is received, the service will be added to both accounts.  Prior to this response, the members have also requested cancellation due to the miscommunication with a full refund.  This will also be honored if the above is not accepted.   Regards,     Brea T[redacted] Director of Member Services World Health Edmonton, Inc. Head Office 2nd Floor, 13543 St. Albert Trail Edmonton, AB  T5L 5E7 Direct: [redacted] Facsimile: [redacted] http://www.worldhealth.ca

Initial Business Response /* (1000, 5, 2016/06/06) */
On April 17, 2013, [redacted] purchased a Financed 24 month membership with World Health at our former [redacted] location. Due to unforeseen circumstances on August 25th, 2013, we unfortunately were left with no option than to close this...

location.
According to our records, [redacted] began attending our [redacted] location on April 8th, 2014. On October 14, 2014, [redacted] invested in a 36 session Personal Training Package. A $160.65 cash down payment was made (5%) of the full package value. The total value of the package was $3213.00. The signed agreement is non-transferable and non-refundable.
While [redacted] used these sessions on a regular basis, payments were automatically debited and approved up until April 6, 2015. At this time, the payments began declining. Our Account Services team began reaching out to [redacted] to rectify her past due account status. After being past due for over 120 plus days, accounts are placed in an internal collections status. After serval attempts at making regular payments, accounts automatically fall into a final warning process whereas a notice is sent as a final effort to resolve the account prior to further escalation. The timeline below outlines the collection procedures and arrangements that occurred on [redacted]'s account prior to a final notice being sent. These have been documents on [redacted]'s account during the process.
July 20-2015-Member made arrangements with collector for $60.00 biweekly on the 1st and 16th of each month.
Sep 18-2015- Statement sent
Oct 10-2015- [redacted] requested copy of contract - emailed
Oct 28-2015- Account Services called member again. She said she hadn't had the time to review the agreements. I let her know she missed her October Payment. She gave authorization to put payment through that day.
Nov 16-2015- possessed payment $60.00 Approved.
Dec 1-2015 - payment $60.00 Approved
Dec 15-2015 - payment $60.00 Declined
Jan 19 -2015 - Account Services called member made her aware of the payments declining. She told collector to try the card again that day and to process her next payment 02-01-2016.
Feb-01-2016 - payment $60.00 Declined. All payments declined there after
April-11-2016 - member was sent "Last Notice prior to Third Party Collections"
April-11-2016 to April-25-2016 -Member emailed back. Sent member a new statement and she sent her bank statement. Collector let member know we can still accept her payment plan but she has to make a payment by the end of the month. It's been over 120 days since her last payment. Member did not respond to last email sent April 25-2016.
While we always want to avoid escalating accounts to a third party, we are unable to hold past due balances if promise to pay arrangements are not met. According to our notes and call logs, many attempts have occurred to resolve the balance. As for the declines, we process payments direct onto a [redacted] machine. The bank sends the response code. The payments indicated above were declined directly from the user's institution.
We are more than willing to work further with [redacted] to resolve this matter and hold her account from going to third party as long as arrangements are made and met. [redacted] can contact me directly at the email/number below to proceed further with the past due and avoid further escalation.
[redacted]
Director of Member Services
World Health Edmonton, Inc.
Head Office
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I said I have tried to contact Jody R[redacted] to process the payment for all of the remainder of money that I owed and she hasn't replied to me. I even tried to calling her office and she is never there to make sure she got my email. But I will be willing to contact Brea and talk with her because I wasn't even aware that the transaction weren't going through because I have enough credit to cover everything. Thank you.

Initial Business Response /* (1000, 5, 2015/05/22) */
Member contacted the World Health Head Office on 04/24/2015, which was a Friday. She was quoted her current past due amount, along with the Early Cancellation fee to cancel her membership. The quote given was what was outstanding at...

that time, on her account. April 24th was a billing day, in which, 3 biweekly past due payments were being processed through billing. The employee assumed these would go through, and did not mention the charges to the member. The 3 billings however, declined the following week, resulting in the member being past due. This then resulted in additional collection emails/calls.
While the past due was owed, World Health recognizes the billings should have been mentioned. In addition to this, the Early Cancellation Fee was paid. The 3 billings in question, then re-billed on 05/15/2015, and appear to have approved.
I will be contacting the member on Monday, May 25th, to offer a refund of the $59.85 and our apologies and a further explanation on this happened. The account has been terminated, no further charges will occur and no further contact will be made.
[redacted]
Director of Member Services
World Health Edmonton, Inc.
Head Office
2nd Floor, 13543 St. Albert Trail
Edmonton, AB T5L 5E7
Direct: XXX XXX XXXX
Facsimile: XXX XXX XXXX
[redacted]@worldhealth.ca
http://www.worldhealth.ca
Initial Consumer Rebuttal /* (3000, 8, 2015/05/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This sounds like an agreeable resolution, however I was not contacted on May 25 (or at all) by World Health as promised in their response. I am awaiting the resolution and I will be happy to see this closed once World Health has completed my refund.
Final Consumer Response /* (2000, 10, 2015/05/26) */
Hi [redacted],
Okay, please revise it to say that I accept, and I will await the response from World Health.
[redacted]
Regards,
[redacted]
XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2016/01/22) */
On January 8th, 2015, member purchased a Fitness club month to month membership. The membership purchased can be cancelled at any time with 30 days' notice as per the terms and conditions. On April 27, 2015, a membership credit request...

(MCR) was filled out and signed by the member. Supporting documentation was provided to back up the request for 6 months of leave due to being out of province for Education.
As per the credit request signed, the terms and conditions are as follows:
1. A maximum of six months per calendar year may be granted for time missed due to illness/injury or employment/school out of area
2. World Health will continue to bill your account during time missed
3. Credits will be applied upon completion of obligation (which in this case was not a issue as member was on a month to month agreement.
4. Credit application request must be completed with the following:
a. Registrar letter indication you were attending school out of area
All of the above was provided and approved. The signed documents are available at anytime for review. World Heath made a exception in this situation and rather credit the account upon return, billing stopped during the time frame requested and signed off by the member. All other conditions and stipulations pursuant to originally signed agreement remain in effect during and after the credit. This includes the World Health's cancellation policy.
The edmmembers email address has been searched in great detail for the mentioned cancellation email sent. A record was not found, all emails are archived and saved for instances like this. At the time the member came in on April 27th, there was no mention of a email request to cancel rather the MCR being filled out.
At this time, World Health will refund member the annual facility fee debited from the account on the 8th of January in the amount of $36.75. We will also waive the 30 days notice and cancel the account effective immediately based on the request in this review.
A cheque will be sent to [redacted], which is the address we have on file. If this is incorrect, member can contact me directly to update information.
Regards,
[redacted]
Director of Member Services
World Health Edmonton, Inc.
Edmonton, AB T5L 5E7
Direct: XXX XXX XXXX
Facsimile: XXX XXX XXXX

Initial Business Response /* (1000, 5, 2014/11/07) */
[redacted] signed a non-refundable two year paid in full membership on October 7, 2013. This membership has an expiry date of October 7, 2015. While our memberships are non-refundable, we do have policies in place where we can credit time...

back for no usage, or issue gift certificates for later use.
If [redacted] would like to contact me directly, we can discuss her options.
Unfortunately, I was unable to locate a mention of [redacted]'s daughter in our system. If her full name could be provided, I can review her account.
[redacted]
Director of Member Services
World Health Edmonton, Inc.
Head Office
2nd Floor, XXXXX St. Albert Trail
Edmonton, AB T5L 5E7
Direct: XXX XXX XXXX
Facsimile: XXX XXX XXXX
[redacted]@worldhealth.ca
http://www.worldhealth.ca

Initial Business Response /* (1000, 5, 2014/11/07) */
[redacted] purchased a 24 month membership agreement with World Health on September 1, 2011. As with all of our biweekly billed memberships, [redacted]'s auto renewed on October 6th, 2013. Should a call have occurred as [redacted] stated, 2 years ago,...

the cancellation request would have been denied as he was still in his obligated term.
The front of our agreement clearly states the membership continues automatically until cancelled in accordance with the agreement. We accept two forms of cancellation - in club paper copy, or registered mail to our Head Office
In addition to the above, [redacted] was in contact with our office on November 14, 2013 regarding a past due balance. During this call, he was made aware on his amount owing, was told the cancellation policy and he could cancel with 30 days' notice in the club once the past due was paid. This is the last documented note on file.
[redacted] has since visited one of our locations and submitted a cancellation. We have cancelled his membership account and no further billing will occur.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They told me when I initially canceled my membership that everything was taken care of. I went back to the gym and said that they were still charging me. The attendant didn't even mention any form or documentation that needed to be completed. In addition they managed to send me promotional adds but never a bill.
Final Consumer Response /* (4200, 11, 2014/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I went to the location several times, not once was the form mentioned or produced. Have a listen to the phone calls I had with the Calgary office. You people have the recordings
Final Business Response /* (4000, 13, 2014/12/08) */
I have attached the following regarding case number XXXXXXX.

1. [redacted] Membership Agreement
* Signed September 1, 2011. 24 month obligation at $19 biweekly
o [redacted] claimed he cancelled the membership 2 years ago (he claimed to us over the phone that it was 3 years ago on October 27th, 2014)
o [redacted] was in obligation until September, 2013. Should he have cancelled as claimed, it would have been denied as he was still in his obligated term

2. [redacted] Check-in history
* Multiple check-ins in 2012 & 1 in 2013 - this was during the course of time [redacted] claimed to have cancelled (while still in obligation)

3. November 14, 2013 note on account from incoming call
* Member was made aware of his outstanding dues (they had declined) No mention of cancelling previously. Was told cancellation policy. No contact made or form filled out in club until October, 2014, once received at our Head Office on October 28th, 2014, we terminated the membership.

The following is on the back of our agreements:

Cancellation of Agreement by the Member: The MEMBER may terminate this agreement as follows: (a) MONTHLY DUES MEMBERSHIP: After the expiration of the agreed number of Monthly Dues the MEMBER may terminate this Agreement by, (i) completing a cancellation form 30 days prior to their next bill date, within any World Health facility, or (ii) sending written notice of cancellation by prepaid registered mail 30 days prior to the next Monthly Dues date to World Health's Head Office at 2nd Floor, 13543 St. Albert Trail, Edmonton AB T5L 5E7. Phone, facsimile, email or verbal cancellations are not accepted. No further charges shall accrue after cancellation, however the MEMBER shall be liable for all FEES and other indebtedness which accrued prior to receipt by World Health of the notice of cancellation.

In regards to [redacted]'s latest response - we do not record telephone calls.

I hope this provides you with enough information. Please do not hesitate to contact me if you require anything else.

Initial Business Response /* (1000, 5, 2014/03/14) */
I have reviewed [redacted]'s Account and although we are unable to refund any Personal Training monies paid, I do see [redacted] has not attended the facility and have no issues waiving the past due as a courtesy to her Personal Training purchased...

but not used, and cancel her account.
The Personal Training Agreement states sessions purchased are Non-Transferable & Non-Refundable. If [redacted] moves back to Edmonton in the next few years, she can contact me directly or our Member Service Department to possibly reinstate these sessions for her use. I have noted this on her account.
[redacted]
Director of Member Services
World Health Edmonton, Inc.
Head Office
2nd Floor, XXXXX St. Albert Trail
Edmonton, AB T5L 5E7
Direct: XXX XXX XXXX
Facsimile: XXX XXX XXXX
[redacted]@worldhealth.ca
http://www.worldhealth.ca

Initial Business Response /* (1000, 5, 2014/08/12) */
On 13/04/2012, member signed a 24 months Fitness Club membership. The front of the membership agreement CLEARLY states the membership will continue until canceled in accordance with the agreement. The Cancelled in accordance with this...

agreement is bolded and an initial is required acknowledging the condition.
The early cancellation fee of $250 is not written on contracts, it is an internal courtesy to allow member's out of the obligation at a reduced rate.
I have reviewed member's account, along with the cancellation that was recently processed. World Health accepted a faxed cancellation and waived 30 days. In addition to this, I reviewed the conversation between the General Manager and member regarding the request to cancel, this occurred in October, 2013 - while member was instructed she must pay the Early Cancellation Fee or fulfill her obligation, she was not properly instructed nor offered to send the request to our Head Office to process a future cancellation for the end of the term.
Because of the above, World Health will issue a refund for ALL membership dues paid after the member's obligation date. This amounts to $115.50
We have instructed all staff that the in term cancellation requests must be sent for a future dated cancellation.
Member can contact me directly, either by phone or email, to confirm an address to where we can send a cheque to.
[redacted]
Director of Member Services
World Health Edmonton, Inc.
Head Office
2nd Floor, XXXXX St. Albert Trail
Edmonton, AB T5L 5E7
Direct: XXX XXX XXXX
Facsimile: XXX XXX XXXX
[redacted]@worldhealth.ca
http://www.worldhealth.ca
Initial Consumer Rebuttal /* (3000, 7, 2014/08/19) */
I thank you for your assistance with this complaint and feel that I have some resolution to the issue with the company and would like the case closed.

Initial Business Response /* (1000, 5, 2015/09/24) */
We have reviewed members account and have approved the cancellation of his membership, while continuing to pay to the Personal Training on a biweekly basis.
Club Level staff do not have the authorization to put through a cancellation...

when Personal Training remains on account. That said, the process we have put in place for situations like this is for the club level staff to contact Head Office to give the approval as there are many factors we look at prior to approving. We apologize this did not occur in this case.
Member's membership agreement with World Health has been terminated effective today. The personal training will continue to bill, the last scheduled payment is 022/05/2016. Should the member have any further questions, he can contact me directly.
Regards,
[redacted]
Director of Member Services
World Health Edmonton, Inc.
Head Office
2nd Floor, 13543 St. Albert Trail
Edmonton, AB T5L 5E7
Direct: XXX XXX XXXX
Facsimile: XXX XXX XXXX
[redacted]@worldhealth.ca
http://www.worldhealth.ca