ComplaintsforDesert Metro Fitness

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  BUYER Beware and not Military friendly.***Brand new equipment, awesome trainers, great location, and great overall atmosphere - the only downfall is the management staff there and their contracts. As a member who was there for over two plus years their contracts are very shady and they like to up charge their customers. Its nearly impossible to cancel a membership there and they will continue to charge you as much as they can. I unfortunately paid upfront for a membership for a year in advance. This agreement was a promotion that they had to pay up front and have your enrollment fee waived, which I thought was a great deal! Unfortunately- I had to move somewhere further than 50 miles,needed to cancel. I also even showed proof of moving. The gym owner decided be extremely rude and not want to refund me my allotted amount. I reached out to him several times and was provided with extremely immature responses and basically was told that he could do whatever he wants to do. Management team was very unprofessional and extremely greedy with his customers. Definitely not cool. Buyer beware

  Business response

  06/24/2024

  I have read the details on the member's complaint. I will address each point in response to their statement. Most of these statements are not true.

  First, we are military friendly. We have many members who have served and are currently active duty. We have specific membership for those members. First responders membership. We like to thank those who have and are currently serving in the armed services for our country. We honor the discount for any past and present active enlisted person.

  Second, *************************** was a member for two years. He had signed up twice by reading and agreeing to our contracts. This is twice for two different agreements, his membership and that of his wife. He thoroughly read our contract and did not have a question in regards to the contract and signed. He agreed to the terms and knew what they were. We do not increase rates or prices without the member knowing since it is listed on their contracts the rate they are given. No other rate is added unless specified on the contract.

  Third, We have a set contract for cancelling on the bottom and the reverse side of the contract, page 2. The member did agree to the contract and the cancellation policy if there came a time for such event. Most promotional deals, as most would know, are not refundable since it is a "promotion" and you wouldn't get this deal any other way.

  Fourth, Throughout our text messages and emails. The business or any other persons affiliated with the business have not received any confirmation of their relocation. We have received a lease agreement, utility bill or any form that states they have relocated and are no longer within 25 miles of the business. NOT 50 miles as **** notes in his statement.

  Lastly, I was not rude to the customer. I have stated what was needed to be clear, in the contract they will receive a partial refund for the time they will bot be using the gym along with a cancellation fee of up to $100 per person. As stated in the contract, which was agreed by *************************** along with his signature. **** does not agree to the section in the contract then starts to ask for us to change it. As a business, we have a right to abide by our contracts and to the agreements from our customers/members. Our members can speak to us if there was any issue and we would like to resolve as quickly as possible. I was not immature or rude to the member. After letting **** know about the contract and how the refund would be handled, he disagreed then took it to himself to continue to slander our business and owners through social media and posting about our personal lives that nothing to do with the contract.

  From everything I have gathered, this would have been taken care of on an easier attempt but **** felt the need to mention legal processing when he submitted his cancellation request as if to threaten us before any communication of the refund approval. Due to the fact of **** bringing up the possible use of legal aid, we have decided to stick to the cancellation policy written on the contract to avoid any issue or illegal activity. 

  I also feel that this *** not even be an issue with the business itself but possibly where an unfavorable event have occurred for his personal life and is now projecting and redirecting his anger towards our business. There are many members as witnesses that could attest to the events that occurred that *** have made him to act in this manner. **** was a great member and we respected him the whole time he at the facility. After the event, his attitude towards the business had changed and a week later, he planned for his relocation. 

  If the customer would like to discuss things in person so we *** resolve the issue and we can move forward with the refund process as it states on the contract, we would be happy to do so. But for now, we have not received any confirmation stating their relocation is true; therefore, we cannot complete the refund/cancellation process. 

   

   

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