Complaints

• Initial Complaint

  30/11/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have a "flex membership" at Altea Active which was a higher payment but allows for the cancellation of the membership at anytime. I cancelled this membership with the front desk personnel this summer and then stopped the preauthorized payment on my credit card. In the recent months i have been receiving emails indicating i am behind in my payments which was then followed by an email indicating i had an outstanding balance on a "house account" of nearly $500. I never authorized a house account under my name at this facility. I reached out to the facility and they stated that they would reduce the amount to $287.95 - approximately half of what they had as the balance in that house account. I have declined that offer as I do not believe I owe this facility any money as I cancelled the membership with their front desk staff. They have now threatened third party collection.

  Business response

  30/11/2022

  Member does have a membership type that allows her to cancel at any time, however we have no record of a cancellation request until she recently emailed the club. Member mentioned cancelling at the front desk, however she has not provided a date, time, name or proof of cancellation, which would be given to a member upon cancellation in club. All in club cancellations are booked through an appointment with a manager or supervisor and this was never done by Ms. Scurrah. Our agreements also clearly state that we require a written request with 30 days' notice, which had also not been provided until just recently.

  As a courtesy, we offered to waive the administrative fees which have accumulated based on the agreed upon payments that have not been able to process and to cancel her membership, effective immediately, on the basis that her outstanding balance would be paid off. Ms. Scurrah has declined this offer, and has yet to provide any type of documentation or proof of cancellation. We have gone ahead and cancelled her membership now that we have actually received a request to do so, however there is still an outstanding balance on her account which is owed.

• Initial Complaint

  14/11/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We moved to Winnipeg from Ontario, we got 3 memberships. We got transferred to Alberta at our jobs. We had a 12 month membership and they won’t let us cut the membership. I don’t want to pay for the membership as I do not even live in Winnipeg anymore.

  Business response

  14/11/2022

  Good afternoon,

  We are confused by this complaint, as Mr. **** chose to join Altea Active on a membership type that included a one-year commitment. **** *** ** **** ** *** ******** ***** 

  We do offer "Flex" membership options that do not require a one-year commitment, for situations such as someone who may be moving, or any other unforeseen circumstances that may arise. These were presented to Mr. ****, however he still chose a one-year commitment option.

   We are simply holding him to the mutually agreed upon terms at the time of joining, as it would be unfair to other members who also chose one-year commitment memberships to make an exception for him. 

  Customer response

  18/11/2022

   
  Complaint: ********
  I am rejecting this response because:
  

  I had moved to Winnipeg with the intentions of staying there. We had an urgent situation that required us to relocate to Alberta. We gave up our one year lease as well. We had asked MULTIPLE times if we could just cancel the membership and pay a cancellation fee. You should have exceptions for emergency situations. I will not be paying for the membership any longer. 

  
  Sincerely,
  
  Rajbir ****

  Business response

  25/11/2022

  As mentioned previously, this member had the opportunity at the time of sign-up to review ALL membership options prior to joining, including our Flex options, which do not require any type of commitment period. These Flex options offer peace of mind, in the event that an unforeseen circumstance, such as the one mentioned by the member arises. The member chose a commitment  membership. If the member would now like to cancel, they are absolutely able to do so, however the member would be required to pay out the remaining time left in the commitment period, as agreed upon at the time of sign-up.

  The member is free to contact us at any time to arrange paying for the remaining time left in the commitment period and cancelling their membership, or waiting until the commitment period has ended and processing the cancellation for that date instead.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩