ComplaintsforFull Scene Athletic centre

• Initial Complaint

  14/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had made a formal request to cancel my membership and their sales team reached back to me. Instead they proceeded to draw out another conversation to ask why rather than honor my statement in cancelling. I responded again and then they sent me a large email which did contain their policy. They did not attach the cancellation form so I assumed that my verbal consent was good enough in this case for the one month advanced notice. I then got charged two more times and was confused and when I asked them why I was being charged they mentioned it was because I didn't complete the cancellation form. They do not answer their phones and their emailing often comes off passive aggressive or trying to sell you on another product. Also, there is no place to find this form except for them emailing you. After telling them this they proceeded to tell me that they were sorry but had to charge me because of the form. ******************************************************** they never reached out to me mentioning that the form wasn't attached and what not. I am out about $100 from this move of theirs and it's less about the money more about the principal about being clear. If they would have attached the form and I didn't see it then I agree it's on me, but they didn't attached the form and as a new customer of theirs there was no place to find it. I have talked with them once and the lack of empathy is disheartening. ******************************************************************

  Business response

  05/08/2022

  Business Response /* (1000, 9, 2022/08/02) */ Hello, Thank you for your patience, I will need to send the required info. *********** the above clients agreed upon contract indicating our cancellation policy. ****************** the cancellation form which I can see has been signed and completed by both parties at this time. Our cancellation policy has been followed as indicated on our contract. We have a cancellation process which requires the clients response, and takes us to the next step of the cancellation process once they have responded. Once we have all the information and the cancellation form completed, we follow through with contract cancellation as indicated on the clients contract. Thank you, Alissa ******* Full Scene Athletic Centre Owner ********************************************* Consumer Response /* (3000, 12, 2022/08/02) */ This is not fine/satisfactory. As mentioned before I had applied for cancellation and no form was attached. This is my main point which upsetting. I understand the cancellation policy and that the form needs to be filled out but your staff even agreed that they didn't attach it and they owned up to that mistake. I'm just disappointed that you wouldn't attach it on the day I requested. Rather you wanted to ask me why I'm cancelling and mention more ways I could stay. Please this is just the principle of your business not attaching the necessary form. You can see I haven't attended the gym in 1.5 months now. Truly disappointed and I hope you understand. Business Response /* (4000, 15, 2022/08/04) */ As per the contract, no membership is to be considered cancelled until we have gone through the cancellation process. This includes two client retention emails which we require response to from the client in order know which step to follow through to next. We offer numerous alternative options for our members which is why we require response to our questions from the client in order to proceed. After the client's responses, the 3rd email is where the cancellation document, or hold document or any other document is then sent to the client for their review and signature and returned so that the cancellation, or hold, or other options can be set appropriately on our software. I hope this clarifies the process. Again, I cannot see an issue on the side of the business as the client had not responded to the question the team member had sent in response to a cancellation request. All businesses have a cancellation process and this is indicated on our contracts. Please let me know if you have any further questions, or if I can clarify any other part of our cancellation process. Alissa ******* Full Scene Athletic Centre *****************************************************

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