Complaints

• Initial Complaint

  07/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I joined CKO boxing before its doors open years ago for $79.99 unlimited month to month contract. End of April 2022 after a class I notified the girl at the front I would no longer be coming to cancel me. She verbally stated understanding. CKO Pembroke Pines has continued to charge my card $79.99 since May 2022 until April 2023. I contacted my credit card company to dispute charges and sent pictures of text messages between the owner and I that the company charged my card for February and March when I didnt attend. She responded and acknowledged she was aware I was no longer coming and stated she would look into it. CKO only responded to my credit card company for two months and found me in favor and charges were reversed. My credit card company has reached out to them numerous times regarding the other ten months and they refuse to answer. I texted the owner and no response. My credit card company requested CKO send them my original signed month-to-month contact and they refuse to send it. Instead CKO sent a clipped version of their current contract with no signature on it. My credit card company said they have tried numerous times to get CKO to respond to all disputed months and CKO chose to respond to two. If CKO does not respond then my credit card company says they have no choice but to continue to charge me $79.99 for the remaining disputed months. I tried to log into my CKO account to find my original contract and my log in is no longer valid.

  Business response

  08/30/2023

  Subject: Response to Complaint from *************************
  To whom this may concern,
  
  I hope this message finds you well. We appreciate the opportunity to address the concerns raised by ***************************** regarding her membership at our facility. We take all feedback seriously and aim to ensure the best experience for all our members.
  
  ****************** signed up for a membership at our facility before we opened via online. Attached is the agreement and it states at the bottom by checking the box below, you are agreeing to the terms explained in this agreement this is why there is no signature as she checked off the box before completing her purchase. During the pandemic which was 3 months after us opening she went off to work out of state and we froze here membership at no cost to her for a total of 4 months. Our records indicate that we have not received any documentation her regarding the cancellation of her membership. It's worth noting that all our members are required to provide a 30-day notice for membership cancellation, and such requests typically need to be submitted via email, in accordance with our policy. Id also like to state that our memberships are monthly memberships no matter if you attend classes or not unless the member has provided a 30 day notice and they know they will be charged 1 last time.
  
  Despite our thorough search, we have been unable to locate any records of an email from ****************** indicating her desire to cancel her membership. We understand the importance of proper documentation and communication, and we strive to maintain accurate records for the benefit of our members.
  
  We also value ********************** longstanding presence within our community, and we are surprised by this situation. We have taken note that her daughter was also a member, which adds to our commitment in addressing this matter appropriately.
  
  In an effort to provide clarity and resolve this issue, we have attached ********************************* membership agreement to this email. We hope that this document will help shed light on the terms and conditions that both parties agreed upon at the time of her membership signup.
  
  Please let us know if there are any additional steps we can take or information you require to assist with the resolution of this matter. We are committed to addressing this concern promptly and professionally.

  *************************** membership has been terminated. No Additional charges have been charged since January 2023.

  Thank you for your attention to this matter.
  
  Sincerely,
  *********************************

  Business response

  11/08/2023

  Subject: Response to Complaint from *************************
  To whom this may concern,
  
  I hope this message finds you well. We appreciate the opportunity to address the concerns raised by ***************************** regarding her membership at our facility. We take all feedback seriously and aim to ensure the best experience for all our members.
  
  ****************** signed up for a membership at our facility before we opened via online. Attached is the agreement and it states at the bottom by checking the box below, you are agreeing to the terms explained in this agreement this is why there is no signature as she checked off the box before completing her purchase. During the pandemic which was 3 months after us opening she went off to work out of state and we froze here membership at no cost to her for a total of 4 months. Our records indicate that we have not received any documentation her regarding the cancellation of her membership. It's worth noting that all our members are required to provide a 30-day notice for membership cancellation, and such requests typically need to be submitted via email, in accordance with our policy. Id also like to state that our memberships are monthly memberships no matter if you attend classes or not unless the member has provided a 30 day notice and they know they will be charged 1 last time.
  
  Despite our thorough search, we have been unable to locate any records of an email from ****************** indicating her desire to cancel her membership. We understand the importance of proper documentation and communication, and we strive to maintain accurate records for the benefit of our members.
  
  We also value ********************** longstanding presence within our community, and we are surprised by this situation. We have taken note that her daughter was also a member, which adds to our commitment in addressing this matter appropriately.
  
  In an effort to provide clarity and resolve this issue, we have attached ********************************* membership agreement to this email. We hope that this document will help shed light on the terms and conditions that both parties agreed upon at the time of her membership signup.
  
  Please let us know if there are any additional steps we can take or information you require to assist with the resolution of this matter. We are committed to addressing this concern promptly and professionally.

  *************************** membership has been terminated. No Additional charges have been charged since January 2023.

  Thank you for your attention to this matter.
  
  Sincerely,
  *********************************

  Customer response

  11/17/2023

   
  Complaint: 20257591
  
  I am rejecting this response because the information provided by CKO is inaccurate. My card was charged in the full amount of $79.99 monthly from January to May 2023 as evidence by the provided documents. CKO is still unable to provide a document with my signature on it of my monthly contract that would hold ** in the court of law. ********* contradicts himself between what their actual policy is to what can be done when terminating a contact. CKO chose not to respond until after this case was long closed and refused to response to the ********** of ************ It is palpable CKO is hungry for money to keep my money. We can agree to disagree prior to having to take other legal actions. I am asking CKO refund my money $79.99 for total of 6 months and that will satisfy this case to be closed, as well as, I will take down reviews posted about CKO regarding the business. 
  
  Sincerely,
  
  *************************

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