Complaints

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• Initial Complaint

  Date:08/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there,

  This company moved to a new location last month and I only had the old address. Here is the new location that they moved too.*******************************************************************************

  form by the 15th for my membership to be cancelled. I had moved out of the city and was trying to find my printer for a couple days which I gave up on late on the 15th of december. I signed the form and submitted it at 11:00 pm on the 15th. The form stated to fill out and sign by the end of "business" but never stated the time of business hours. 30 min hit has very abstract business hours but those aren't their real business hours anyway so that was confusing. I got a email confirming that they received the form and they would do their best to cancel. They still charged me the membership fee for ******** I would like them to reimburse me as I moved to a small town that doesn't have a 30 min hit and I will not be using their online services as we moved into a fixer upper that really doesn't have space yet for a work out area. All things they were made aware of in November. Please help me get my January membership fee refunded.

  Business Response

  Date: 08/01/2024

  Happy New Year,

  Unfortunately, we are unaware of this member, her membership terms, or complaint at our ******* SW location.
  

  Thank you!

  Business Response

  Date: 11/01/2024

  Hey there, 

  Our response was too lengthy to include in this text box. Please see attached as one of three documents. It's titled "Response 1."

  Thank you!

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 21105567
  
  I am rejecting this response because: There is no posted hours that indicate business ends at 7:30pm, had that been on the form I would have had it submitted before 7:30pm on the 15th of december instead of trying to find my printer to print out the form as we had moved recently and everything was still in boxes. The only acceptable response is a refund due to the lack of clarification. 
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 11/01/2024

  I suppose I have a couple more questions, I can find the hours the gym is open but I can't find any posted business hours, also they said in the email and the form they sent that they would give their best efforts in cancelling my membership. If that is the case they should have proof that they made efforts to cancel my account and it in fact was not cancelled because of timing on their end. I would like evidence they tried to cancel my account and the feedback from their attempts that say that it wasn't possible. Basically there are a series of events and people they would have to have talked to like their banking people and they would have had to receive feedback that it could not be done if effort was put in. I would like to see that feed back and paperwork. As per their email they said they would give it their best shot and thus they should have evidence of this. If they cannot produce evidence of them even trying then they lied in their email and wanted to "teach me a ******* of some kind in that case I will stand by my "please  refund me my January membership fee".  

  Business Response

  Date: 18/01/2024

  Good morning.

  We are truly sorry that this situation has arisen. We have been diligent, we have been prompt with responses, but we will not be responding again.

  We operate in a fair way, and this matter is now done. 

  It's most unfortunate that this member feels she is due special exception. 

  Thank you for your time.

  Business Response

  Date: 18/01/2024

  It is never fun when a small business is required to follow the rules set out in an agreement, and that upsets a member of that business. Sadly, this is exactly the situation that has arisen.

  Just as the member is bound by the membership agreement that she signed, our small business is too. And this, is the bottom line of this particular situation. The member missed the deadline, and the solution is the closure of the membership at the next earliest date. This will be completed.

   The member has now acknowledged that she missed the deadline, as business hours are posted, and have not changed.

  We understand the frustration. We are frustrated too. Asking for "proof" of follow through is not relevant. This would be the same as us asking for proof a printer stopped working on the day the deadline was missed.

  The situation comes down to this: the member was provided the necessary documents in a timely manner. The member had the option to return the document in question by the deadline in person, or via email. The online form was received after the deadline. The member was notified that we would do our best to make the change happen, but it was not possible. Efforts to complete this were made, but staff members on holidays during the month of December, simply did not allow for this to happen. Our team members waited until the deadline to take (well deserved) time off, and completed all other member requests, that were received on time, before leaving for vacation.

  This matter is now closed. The members account will be closed, as previously defined at the next earliest date, with no further payments due. The member has had (and continues to have) access to the studio and all services for the duration of the time paid for. 

  Thank you.

  Customer Answer

  Date: 22/01/2024

   
  Complaint: 21105567
  
  I am rejecting this response because: I understand that they will not refund me, but I reject their response, I wanted evidence that they tried to cancel it on their end not the emails they sent to me.

  Here is what I know from many year in admin, the send in date is not the processing date the processing date is usually the next day, so that would mean the following monday, this response indicates that there was no effort put in. They have not been willing or polite or provided any customer service, they can not even provide evidence that their effort was put in like they claimed it was on the email. They have done something wrong as they knew I wanted to cancel and they didn't even try. I trusted what they said, when they said they would try and the decision to use words and no actions has cost me quite a bit financially this month more then what the monthly charge is. I will not rescind my complaint and it will forever remain as unresolved. 
  
  Sincerely,
  
  *******************************