Complaints

• Initial Complaint

  03/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a corporate membership which covered me and up to 4 family members. I had added my partner. We no longer needed our membership so on Sept 13th I phoned and cancelled my membership as well as all associated parties. I spoke with their employee whom told me I would have one final charge and the memberships would be finished. I agreed. I noted on my bank account that I was charged that final amount on Sept 19/22. Recently I was working out my budget and noticed more charges from goodlife fitness. one on Oct 3/22 and on Oct 17th. I phoned the store and spoke with the manager whom informed me that yes their employee made a mistake on cancelling my full membership and still charging me for my partner (whom is not associated with the corporation for my discount and I had confirmed would be removed from membership as well) But that they do not give reimbursements. I told them that they are part of a large company and they are admitting to fraud. The manager said it does look that way but we still do not give reimbursements. She stated that her employee would receive more education on cancellations to avoid this problem in the future. I told her that employees make mistakes but companies are still accountable. She again agreed but no further action was taken

  Business response

  04/11/2022

  This is not the conversation that Kassee (front desk manager) had with ******. The associate who canceled her membership left notes on file and ****** did not mention canceling her boyfriends account when she called to cancel hers. If she did, the associate (who has been here the longest of all the other associates and is well versed in our policies) would have advised her that her boyfriend would have to call and cancel himself as the contract for his membership is in his name. ****** was also sent a confirmation email for her cancel on September 13th, giving her the opportunity to call us back to let us know that she had someone else she was paying for who wanted to cancel. When Kassee spoke to ******, she voided the 30 days notice for ******* cancelation as a courtesy and canceled for the end of the current billing period. She advised that we cannot refund and gave her the number to our member experience department to see if there was anything that they could do on their end. - Breanne K*****, General Manager

  Customer response

  04/11/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18334895, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

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