Complaints

• Initial Complaint

  09/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I entered into a one year membership with Movati Athletic on September 9th, 2022. I specifically asked if I was able to cancel if ever needed as I was potentially in Thunder Bay for less than a year. I was told yes. I read through the agreement, and to my understanding of it, this was the case. I pay them $***** biweekly. As of December 1st 2022, I had to relocate for work. I've relocated to *********** ******* - where the closest location is in ****** *******, which is not in close proximity for usage. I contacted Movati Thunder Bay by phone to cancel and was told I needed to email the manager. I emailed their manager Melissa *****, who informed me by email that I was under a one year obligation for payment and she would enter into the system my cancellation, therefore revoking renewal in September. I was informed that I will need to pay the remainder of the 17 payments at that time, and that my only other option as to find someone via social media to transfer the account to, which would cost me $** to transfer. According to the agreement, I do not believe I should have to continue to pay, I am also far outside of an area where I could make use of this membership. I also do not believe it should be my responsibility to find someone to take it over in order to revoke payment. I want this membership cancelled effective immediately, and would actually like to receive compensation back to January 6th when I informed the business of my cancellation. As of this moment (February 9th 2023) that would be approximately 3 payments of $******

  Business response

  10/02/2023

  Thank you for providing the opportunity to respond with regards to Kristi's complaint.

  On September 9, 2022, Kristi ******* entered into a 12-Month Agreement with Movati Athletic. ******** ** * **** ** ******** ********** ********* **** ****** ******** *** **** ******** ** *** *** *** from the agreement it was clearly communicated to the member, as outlined on the agreement, that this was a 12-month agreement as per the member's initials and signatures on the agreement. *** *** *** ***** it outlines the term expiry ** *** *** *******, where she initialed next to the 12-month term ** *** *** ******** *** ** **** *** * *** the commitment is further outlined in the terms and conditions * ** *********** ***** ** ** ** *** *** This same agreement was emailed to the email provided on the day of signing. 

  Kristi initially reached out via email on January 6, 2023, regarding her desire to cancel her membership. From the email provided by Kristi, Experience Manager, Melissa, promptly responded on January 7th at ***** outlining the terms of her membership agreement and available options. We understand that life can change, *** *** *** *** **** *** ***** ********* ** ******* **** Melissa offered the option to transfer her membership as a means of going above and beyond the terms of her membership agreement. The transfer is an additional service that is offered to support a change in the member’s commitment but maintains the integrity of the 12-month agreement.

  Sincerely, 

  Jen ***** * ******* *******

*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. ↩