Complaints

• Initial Complaint

  07/05/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The wrong/worst place to be a member. The up keep on every thing sucks. Black mold in places that should be kept clean. When you ask to cancel membership they play around and say that you not updated on your account. They will change dates in their system to make you look like your account not updated had a worker from there to tell me that. The instructors are people from previous classes and isn't experienced in the areas.

  Business response

  09/27/2022

  Business Response /* (1000, 5, 2022/07/12) */ In Reference to case ********* (*****, *****) Mr. ***** signed a 3 year contract with the Spa Fitness and Wellness Center on March 30th, 2022. The contract terms are as follows: 36 payments of $59.95, starting on 04/15/2022, and subsequently drafted every 15th of the month until the end of contract. Mr. ***** first contacted our office, via telephone, on June 17th to request cancellation of his account. We explained that since his payment due on 6/15/2022 was past due, it would have to be brought current in order to qualify for a cancellation request. Mr ***** then claimed that he requested a few days prior, and it was our fault that we didn't cancel his membership before the 15th due date; although, that is not how our cancellation procedures go. First, our cancellation policy is very clear, you have to qualify to cancel. The qualifications are moving out of the area, or becoming disabled. Second, your account HAS to be up to date on payments for cancellation to take place. The process can take up to 30 days from receipt of qualifying documents to the closing of the account. In consideration of the cancellation process, Mr. Bryans account would not have been canceled in 2 days, even IF he sent in documentation proving his "move". He then called on June 27th, told his account manager that he didn't have to make that past due payment because we failed to send his cancellation email on time. She tried explaining the procedures to him, however he continued to repeat himself. He then called the account manager useless before he hung up on her. The documentation that Mr. ***** DID send in on July 7th, included an unsigned internet lease dated for May 25th, 2022 - May 25th 2022, and then a handwritten note from his mom saying that he moved. Neither are acceptable documents to turn in for cancellation. In reference to all of Mr. Bryans other allegations, it seems to me that he is a bit disgruntled that we haven't, and will not, cancel his membership before he qualifies, but more importantly, before he is up to date on payments. Which have always been due on the 15th, and have never been "changed". We welcome any and every one to come tour our facility ANY time and you will see the standards we uphold, and have continued to uphold since opening in 1975. If any further information is needed in this matter, please don't hesitate to contact me. Thank you. Consumer Response /* (3000, 7, 2022/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) On June 2 I called to request the cancelation and they said they will email it to me. 2 was went by and I called and they said that the cancellation department lady wasn't in to call back by Friday. This business has the reputation of lying to their members that ask for cancelation and they play around and bs everyone. Yes the spa does have mold and the upkeep is just like Walmart up keep its very sorry. Yes I have moved and I request it on the date I mentioned above. If they continue to misleading everyone I will get a lawyer and I will move forward with my complaint. I also called the front desk where they answered the phone and the girl can confirm the date I first requested the cancellation. The girl already confirmed that date with me twice and the people I have here can also confirm that dare because I had it on speaker. If you read all the other complaints they also said they mess around with cancelation and claim that they were behind. This business has the reputation of messing around and misleading people. Terms for cancelation can also be because of misleading information and not going on their word. Business Response /* (4000, 9, 2022/07/14) */ In Reference to case ********* (*****, *****) Our facility has been open since 1975 and we have always followed the NC State guidelines for standard contracts. The contract signed by Mr. ***** on 3/3/2022 has a clear explanation of how to qualify to cancel. In paragraph #13 of the contract it states, "You must meet one of the following cancellation requirements to be eligible for membership cancellation - 1) Disability; 2) Death; 3) PCS Orders or Permanent Move to a new area where you are 25 miles or more from any Spa/Gym willing to honor your membership. ETS Orders follow the same procedures as a permanent move. TDY Orders may qualify you to make up time missed on your membership due to being out of the area, but do not meet cancellation requirements. Written requests will be reviewed by a designated panel to objectively review facts. If a legal opinion is necessary, legal counsel will review the request and recommend action to be taken. Cancellation requests are normally answered in writing within (30) days. Until you are notified in writing, your Membership/Contract remains in Full Force and Effect. You must continue to make your monthly payments in a timely manner until your cancellation request is approved. Upon approval of cancellation documents and receipt of the $99.00 out processing fee or 25% of the contract balance, whichever is less, you cancellation request can be honored." Mr. ***** does not qualify to cancel based on those guidelines, therefore, will not have his account canceled until he is able to provide necessary documents AND pay that past due balance. At signing, he was provided a carbon copy of his original contract signed; I suggest he review that contract, specifically the cancellation policy. If need be, we can provide a copy as well.

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