ComplaintsforCascade Athletic Club Inc

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a gym membership to receive tennis lessons and they never gave me the tennis lessons but charged me for them anyways. And then when I called them out for it they blamed me and said I mustve not understood the contract I signed. Very shady business practices. The contract said I would get tennis lessons and then they lied about that and never answered my calls. they charged me for lessons that they wouldnt give me no matter how hard I tried so it was definitely false advertising. I gave them a million chances and they never once offered a full refund even tho I never got what I signed up for. definitely the worst customer experience Ive ever encountered.

  Business response

  12/06/2023

  Hi ****-

   

  This is now my 5th time reaching out to you to resolve your frustrations with very little response. Additionally, I just called the number you listed, and it cannot accept incoming calls. Please reach out to me so I can help you...

   

  As per my other communications, we don't have any contracts that include language for tennis lessons. This is not a complaint that I've ever received from anyone else, but I'd love to see what you are seeing so that I can make sure our agreements are as clear as possible for everyone moving forward. I can certainly appreciate the frustration of expectation not meeting reality, and as I've offered before, I will continue to offer you 2 free tennis lessons with our tennis pro as a courtesy. Additionally, per my communications to you over a month ago, I've already offered to waive your monthly fees through the end of the year to give you time to enjoy your free lessons, and hopefully get moving forward playing tennis as you originally intended to do. I've also offered to waive the contractually accurate cancellation fees that you've already paid if you wish to be reinstated.

   

  I want to help you out, so please reach out to me so that I can do so.

  Customer response

  12/08/2023

   
  Complaint: 20940227
  
  I am rejecting this response because I need a full refund of all of the fees and months Ive already payed because I never got what I payed for and it was a waste of money. The tennis instructor gave me his phone number to make lessons and then never answered his phone. Im gonna have to warn everyone I know to not go to the cascade athletic club since you guys scammed me
  
  Sincerely,
  
  *******************

  Business response

  12/19/2023

  Hi ****-

   

  I'm sorry to hear that you don't find our offer for resolution to be acceptable.

  Per your signed membership agreement, we've upheld our end of things, and you opted to terminate and pay the associated fees. No refund is warranted.

  I'm still happy to extend our offer to you to reverse your cancellation, refunding the associated fees that you paid, give you 2 free lessons with our tennis pro that you were expecting, and give you 2 months of free dues as a measure of goodwill for any miscommunication. If you do choose this route, hopefully you would enjoy your time, and continue with us moving forward, but if you wish to cancel in the future, you'd just need to give a proper 30-day notice of cancellation.

   

  I hope you take us up on this offer...I'm unsure where the miscommunication happened, but we'd like to have an opportunity to exceed your expectations with our ************ program at CAC.

• Initial Complaint

  03/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  02/01/223 Cascade Athletic Club (205 location) closed on 01/31/23. We were told that our account would be sunsetted upon the gyms closing and would stop being billed unless we contacted the business and asked to be transferred to another Cascade Athletic Club location.Instead, our information was given to another gym in the area called MUV Fitness. We saw two ******** from MUV on our bank statement. We contacted CAC billing today, and they told us they gave our personal information without consent to MUV Fitness as a courtesy. Basically, we were automatically enrolled in MUV Fitness gym by CAC without our consent and have been billed for CAC prices at a gym we have never been to.We are in contact with CAC now for reimbursement.We loved this location before it closed, and we are super disappointed in how they handled their closing. Any help is appreciated.

  Business response

  03/13/2023

  In short, this refund was already processed on the day the complainant called and made her request.

  Closing this location after 35 years was sad for us all. We were able to arrange for our members to have access to the fitness facility closest to us on a month to month basis so as to not interrupt their fitness routines. We sent out several communications, posted signs in our facility, and even had representatives from MUV on site to answer questions and assist with the transition. Members had the option to cancel before the transition, but we realize that attempts at communication are never perfect. Knowing this, we have been offering no questions asked refunds for affected members. While we haven't had many requests, members seem satisfied with the quick and easy resolution.

  We're glad the complainant enjoyed her time at our facility, and we wish her well on her fitness journey!

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