Complaints

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• Initial Complaint

  Date:06/05/2024

  Type:Product 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.

  they when to my checking account with drew $320.00 with out my permission. when ask for my money back . they refuse I ask for the contract . they refuse . I don't have any paper work but the bank withdraw

  Business Response

  Date: 06/17/2024

  **** ********* signed himself and his wife **** up for a month-to-month membership at a discounted rate of $40 per month each, totally $80 per month.  He made the first payment on 1/22/2024 and set up automatic payments each month.  Those payments were made on 2/22, 3/22, 4/22, and 5/22.  He paid using a Visa card ending in 4859.

  The membership was explained to him as was the policy that all a member has to do to cancel, at anytime is to give the club 30 days notice either by stopping in, calling us, or sending an email.  Our policy is VERY SIMPLE to cancel and it is clearly explained that it is a month-to-month contract; not an annual contract.  

  Mr. ********* refused to provide an email contact so he could receive an electronic copy of the contract, which is an automated process for everyone who signs up IF they provide an email.  Also, a hard copy of the contract is available if a member requests one.  

  The couple checked into the gym on 1/23/24 and have not checked in since.  

  On June 5, 2024 Mr. ********* came in and asked for a refund since he had not been using the club.  The manager explained the cancellation policy and Mr. ********* began yelling, using profanity, and accusing the manager of stealing from his bank account.  The manager remained respectful but refused a refund because the policy was not followed and because Mr. *********'s behavior and language was so grossly inappropriate.  Midway routinely refunds membership fees if there is a compelling reason to do so, such as a death in the family or an emergency medical situation, etc.

  Later that day, Mrs. **** ********* called the club and politely asked for information about the club's cancellation policy.  The same manager was still on duty, and he answered her questions politely and then she also began yelling and using profanity.  The manager simply hung up because as an owner, I do not expect any of our staff to endure verbal abuse in the work place.  At no time did either of the couple request a copy of the contract, which could have been easily emailed or mailed to them.  A copy has been attached here.  

  Midway has an excellent reputation for the best customer service.  Our staff are thoughtful, respectful, and responsive.  We take every interaction with members seriously but we will not tolerate abusive language or behavior toward our staff, so as the owner, I am refusing to refund the membership fees.  Had they been as respectful as we have been, I would have considered it.