Complaints

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I wanted 2 cancel my BlackCard gym membership since I had not been in the area 4 over a yr. Initially opened when traveling back & forth dealing with my Father's health issues. I went online in the app & couldn't cancel it. I went through their chat assistance at their main corporate website and no one canceled it nor called me back.I called the location, while I was in FL and requested for it 2 be canceled & was told that I had 2 come into the gym. Went to FL gym location & they said that I had 2 go back 2 the MA location. Once back in MA, I called again & let them know I was local, and I went in person as directed by ********************* whom I spoke 2 on the ph & saw in person. He made me sign in with my phone app, I confirmed that this was not some ploy to make out like I was using the membership which I hadn't used in over a ***** **** said no. Everything is done on the computer & he was just pulling up my profile. After I asked are we finished, he told me yes, that my policy was canceled but they were going 2 charge for an add'l mo because the next payment was less than 10 days away. I complained & requested a call back from a supervisor, stayed, & gave him all of my info. No one called me & 6/18/22 they charged for the next mo even though I wouldn't be there 2 use it.The following mo, on 7/18/22 they charged my acct again. I called back into the gym and spoke to ****** ********** who transferred me 2 Supv *********************************** who informed me that Miles never canceled my policy because I left without signing a cancellation. He said it was all done on the computer, I signed up and got no documents, done online, I upgraded online, but they wouldn't let me downgrade/cancel online. Now after forcing me 2 come back 2 MA location 2 cancel in person, they're pretending I didn't. Asked them 2 pull video surveillance 2 prove he said it was, she said no audio on it. I have ph recording of conv's & online written request 2 cancel & stop all future chgs b4 6/16/22.

  Business response

  07/20/2022

  Good Morning, the details represented regarding this membership aren't completely accurate as she signed up on 11/20/20 as a Black Card member. ***** came into the location on 06/16/22 to inquire about her membership and cancel. Our membership agreement clearly outline the timeline to cancel as having to be completed by the 10th of the month to avoid being billed as the billing files are auto generated a few days prior to our billing date of the 17th. On the day ***** had inquired about cancelling the membership 06/16/22 the billing file had already been processed and upset that she was going to be billed on 06/17/22 she stormed out of the club failing to complete cancelling the membership. Her membership was noted on 06/16/22 of her argumentative dialogue and there was no request to speak with escalate the situation to the club manager or franchise leadership as she had stormed out of the location. ***** called the location on 07/18/22 regarding being billed on 07/17/22 and spoke with ******* the club manager, ******* outlined the notes on the membership and the cancellation process with *****. Still not satisfied with the situation ***** did ask for contact information for the Regional Manager for that location which was provided but as of today has not been contacted by *****. As a courtesy I have cancelled the membership for ***** and noted the account.  

   

  Business response

  07/20/2022

  Good Morning, the details represented regarding this membership aren't completely accurate as she signed up on 11/20/20 as a Black Card member. ***** came into the location on 06/16/22 to inquire about her membership and cancel. Our membership agreement clearly outline the timeline to cancel as having to be completed by the 10th of the month to avoid being billed as the billing files are auto generated a few days prior to our billing date of the 17th. On the day ***** had inquired about cancelling the membership 06/16/22 the billing file had already been processed and upset that she was going to be billed on 06/17/22 she stormed out of the club failing to complete cancelling the membership. Her membership was noted on 06/16/22 of her argumentative dialogue and there was no request to speak with escalate the situation to the club manager or franchise leadership as she had stormed out of the location. ***** called the location on 07/18/22 regarding being billed on 07/17/22 and spoke with ******* the club manager, ******* outlined the notes on the membership and the cancellation process with *****. Still not satisfied with the situation ***** did ask for contact information for the Regional Manager for that location which was provided but as of today has not been contacted by *****. As a courtesy I have cancelled the membership for ***** and noted the account.  

   

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