ComplaintsforKrahnic Solutions LLC

• Initial Complaint

  01/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I began a month to month membership in Jan of 2023 at the ******, ** location. In July they had a promo for paying 12 months in advance for a set price. I inquired about the promo and signed up to start on Aug 18 with the 12 months in advance promo. The employee charged my card that was on file and did not give me any new contract, explain anything to me or have me sign anything at all. I was under the impression this was just paying in advance for the months. I was injured in November doing one of the new moves and my doctor informed me this gym would not be a good fit for me even once I am healed. I contacted the gym to cancel since I only used 3 months of the 12 months I paid for and that is when they informed me it was non refundable for the first time. I explained that this was never told to me and I didnt sign a contract. They were confused as to why the employee didnt have me sign a contract so they agreed to refund me partially through a check rather than credit card refund. I waited for a week for the check to arrive and it never did so I filed a credit card dispute since the time frame was nearing for the cut off of a credit card dispute being accepted. They deducted the full amount even though I only asked for the months I did not use, and I informed them that if they didnt change the amount to the correct amount I would send the money for the months I did use (Im not trying to not pay for the months I used). However last week my credit card credited them back for the full amount and so I reached out to the owner to see if we could settle rather than going through credit card dispute all over again, he claimed he never got a refund for the amount and even after sending him proof of my credit card statement, he is telling me to get lost basically and since I filed a dispute the deal they made with me is off the table. I am now filing a dispute with cc again and will be suing in court if we can not settle. I can not be held to a contract I never signed.

  Business response

  01/23/2024

  This member completed a charge back 4 months after purchasing and using the promotional offer.  Before the charge back was started, we offered a partial re-imbursement even though it is against our companies policy and in violation of our franchise agreement with our franchisor.  This amount was not suitable for *** so she decided to initiate a chargeback.  We appealed, but we have not received any payments or heard from the bank on their decision.  I'm not sure what is going on with the chargeback now, we are still waiting as the process stated to take up to several more weeks.  The original membership agreement was signed in January of 2023, in July she decided to take advantage of a promotional offer paying for a year in full upfront.  It clearly states in the original agreement that promotional offers are not refundable, this promotion continued from her original membership agreement.  We did not receive any notification about her injury or any correspondence from her medical provider.  We offer personal training in a group and many members have medical limitations and they utilize the professional trainer in the room to modify the workouts to their ability.  *** did not do that, she changed her mind several times during communication, and when she decided that she wanted a refund, she was not happy with our calculations.  She decided to take it to her bank and as far as we know she has her $1649.00 back.

  Customer response

  01/24/2024

  I am rejecting this response because: I did not reject ALL offers. I accepted the agreement to refund $949 which is the months unused with a 30 day notice included. I never received the check, therefore had to open the dispute with the card because of the timeframe limitations on credit card disputes. I contacted ISI again to try to get the $949 now that the dispute is no longer active, however they have various excuses to not refund me and settle this like they had agreed on. The $1649 has already been refunded to them, as I verified with my credit card company as well as supplying the statement that shows the credit being sent back to them and charged back to me. Once they refund me $949 this will be settled and disputes will be over, my credit card has informed me numerous times all they have to do is refund the card or issue a check and this will be over with no more disputes being opened on my card. If they do not do this however, I will have to start the whole process over for the dispute and/or pursue in court. I never signed a non-refundable contract, or a contract at all for this membership. The membership I signed was a month to month one. There are no contracts I agreed to for the $1649 charge on my card. 
  

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