Complaints

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• Initial Complaint

  Date:07/06/2023

  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.

  On July 6th my wife presented, in person, a request to terminate our membership and the automatic monthly payments. She had previously requested these things by phone, but HAC refused to honor phone requests. On July 6, HAC told my wife that they would not cancel the $84.00 payment for the July 9 to August 9 period. HAC withdraws these payments from my checking account. This delaying tactic is unfair and intentional. My wife has not used HAC facilities since her phone request in May, and has no desire or intention to use HAC facilities during July or August.

  Business Response

  Date: 07/07/2023

  Hi ****,
  
  Because we use a third-party
  billing agency, we are unable to halt billing within 10 days prior to the next
  billing period. To cancel your wife’s membership for July 10th, we
  would have needed to receive a request to cancel no later than June 30th - this would allow us to stop the billing prior to the billing company locking
  in July’s payment.
  
  Additionally, it is our policy to
  maintain a physical or digital “paper trail” of all cancellation requests. When
  a cancellation is requested by phone, a member of our team will follow up via
  email to request confirmation of the cancellation. Unfortunately, it does not
  appear that we have a record of any prior cancellation requests.

  Customer Answer

  Date: 07/13/2023

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  Regarding the 3 arguments made by the business:1) The business's use of a 3rd party biller does not impart additional time responsibilities on customers. 2) When my wife call the business in May 2023 to cancel membership,  no one from HAC followed up with her at any time.3) Where wife called in May, she was told by HAC that she needed to make the request in person "a few days before the 10th of the month". That is exactly what she did, and yet HAC did not honor their own instructions. 
  
  
  Regards,
  Complaint ID: 20283842
   
  
  
  
   

  Business Response

  Date: 08/02/2023

  Hi ****,
  We understand your frustration. However, our cancelation requirements are outlined in our membership agreement: “To cancel a Membership after the initial Membership period, or to make changes to an existing membership, a Member must provide: (1) written notice on or before the last day of the month prior to the next billing date. (The billing date is the 10th of each month.)” Again, this policy ensures that we are able to stop a payment before it is locked in by our billing provider.
  That being said, we will be moving forward with an $84.00 refund for your wife’s June membership dues (our records indicate that July’s dues were not charged). We will need to update your card information in order to process this refund and will follow up via email for the necessary info.