ComplaintsforCP Fitness Lancaster, LLC
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Complaint Details
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Initial Complaint
01/11/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
Repeated attempts to cancel my membership. They have literally refused to cancel now for 3 MONTHS!!! Every month I have told its my final charge but then they charge me again!!! Come to find out this a common practice at this current facility.Business response
01/22/2022
The customers credit card was declined on October 25, 2021 and her account went past due. She was contacted multiple times to resolve. Payment was processed on November 5, 2021. Customer finally called and left a message on November 19, 2021 asking to cancel. Her call was returned that day and she was informed that she needed to complete the cancelation form in writing which would constitute her 30 day notice, so she would be billed one more time per her signed agreement. She never completed the cancelation form and her account was billed again on November 25, 2021 and declined by her credit card and past due. She called back on November 26, 2021 and was informed again of the cancelation policy and requirement to complete the cancelation form. She still did not bring her account current nor ever provide the written cancelation required by her agreement. We attempted to reach her via phone again on December 20, 2021 and followed up with an email. The customer received more than a dozen emails over the 2 month period from us to rectify the problem, but reported them as spam instead of responding to them to get her account canceled. We simply needed her to follow the requirement of her agreement to cancel in writing, which she refused to do. Because she never canceled, her account stayed in active status and was billed again on December 25th.
On January 1, 2022 business ownership wrote off her account and forced cancelation of all billing, even though the member did not fulfill the requirement of her membership agreement nor ever provide a written cancelation. The customers complaint is invalid as it was filed on January 12, 2022, after her account had already been written off and closed and there are no billing adjustments to be made.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.