ComplaintsforRiverside Fitness of Oviedo LLC

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We're on vacation in Florida through Thanksgiving. Prior to our visit, we contacted a gym to inquire about a short-term gym membership so we can retain our exercise routine. Multiple texts with Sherry, the owner, sold us on a membership at Momentum Fitness aka Riverside Fitness. We set up an account, paid for a 7-day unlimited access only to learn that the access fob did not work and the staff at the facility did not know how to get the fob to work and told us she texted the owner, Sherry as only she is able to program a fob. Without a fob, I was deprived of the unlimited 24/7-hour access to the facilities, as the front desk is not staffed at all time. We have also texted, emailed and phoned the owner and accounts team and got no response. It appears they were eager to get our payment but is unresponsive when it comes to providing the goods and services they promised. Although this was not a huge amount, if you can help, it would greatly be appreciated as I feel I was scammed and they can care less about someone visiting from out of town hoping if they don't response, it would swept under the rug. I am attaching the email with the request for cancellation request but please let me know if you need additional information. Thank you, ***

  Business response

  11/15/2023

  This visiting guest did get to use his purchase for the first day of the one-week pass when he arrived to pick up his access keycard. Unfortunately, our business's door reader was not recognizing the guest's newly issued keycard prior to his departure the first day, despite all aspects of the membership being properly established by staff. This was the first issue we have had with a one-week pass keycard not working, so we were unsure of the cause, which we were later able to identify two days following this guest's purchase. We typically offer to extend guests' one-week passes to accommodate lost access for any payment processing hiccups, but he asked for a refund the night of November 13, which we complied with the morning of November 14 and communicated to the guest via SMS. We have confirmed that the refund went through as of November 15. We always prefer to resolve technology issues affecting customers on the spot, but the nature of technology problems does not always allow for an immediate resolution. Again, a full refund was issued upon request with the only delays being due to credit card merchant services processing times. 

  Customer response

  11/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********** ************

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