Complaints

• Initial Complaint

  13/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I signed a currently open ended contract with them (Have the contract to verify) and gave written notice to their address to close the account. They informed me that they have club rules that state I need to be in person and fill out a specific form. Neither of which is started in the agreement. In frustration I emailed them on March 1st as that is when my one month ended and they continued to bill my credit card. I have finally received notice cancellation starting today and a bill outstanding for future expenses on my month to month agreement. My payments were current after my initial one month notice (As of March 1st) was given but they refuse to honor that and want to bill me over two hundred dollars when I have not used the club since giving notice February first. I even tried to meet them halfway and make it retroactive to my f\March 1st follow up email but they will not. In theory, that would mean I owe them two payments. (March 1st to 31st) The payments were $29.39 including tax, bi-weekly. At best, I owe them $58.78 to make this go away but they have, as of today, sent me to their collections department. I have a phone call recorded where the manager states very clearly that they have club policies that they enforce with everyone that are not part of the initial agreement and I need to pay for those cancellation terms for the file to be closed. That is They have also informed me that they are sending my account to collections to destroy my credit score if I don't play by their "Club" rules.

  Business response

  04/05/2023

  We have already reached out to this member. He is to contact *** ******* ********* regarding his membership moving forward as he has been nothing but difficult for all staff including the director of operations with us. We have told him many times that we are trying to help him figure this out, but he refused all help offered. 

  Customer response

  04/05/2023

  
  Complaint: 19934400
  
  I am rejecting this response because:

  The attached thread of emails clearly states the communication that has taken place between myself and the business in question. At no time did they offer to help or work with the many compromises I provided.

  My main ask was that they adjust the notice I gave for the date it was given and not over bill me for the extra 1.5 months of changes. Something they refuse to do when my contract clearly stated that I followed the lines of communication and gave appropriate notice. They continued to bill me after notice should have been completed which is when I blocked their payments. They have used this to state that my account is in arrears and cannot be closed. Something they caused by not following notice to begin with.

  On the date I gave notice, up to the date it ended, my account was current. My credit card company has a long history with this company and suggested that i block all payments and the company can provide proof for the payments owed and they'll release the funds. I agreed.

  Holding my ground and knowing my rights is not being difficult. I encourage the company to provide documentation of the allegations they have made in response. 

  They stalled in processing the notice and claim that they have club procedures that are not in the written agreement and supersede said agreement. This is in a recorded voice call that can be provided as well. 

  
  Sincerely,
  ***** ****
  

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