ComplaintsforNorth Myrtle Beach Aquatic & Fitness Center

• Initial Complaint

  10/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My membership with this business was put on hold starting with August. I signed in person all the necessary forms. I was then charged in August against my wishes. I called to follow up and they said I could wait 14 days for a refund, or I could bank that payment and they would use it for the month after my freeze. I agreed to that. I was then charged again in September against my will. At this point I unfroze my account, but I still have the free month for October like they said. I was not to be charged again until my November payment due. I was then charged in October against my wishes because I was supposed to be able to use the payment that they had taken against my wishes in august. Every month I have had issues and they do not do anything to fix it.

  Business response

  12/07/2022

  Business Response /* (1000, 8, 2022/10/27) */ On July 27, 2022, a member came in to complete a form freezing her Aquatic & Fitness Center membership for August 15 and September 15, 2022. The Customer Service Supervisor assisted the member, processed the membership freeze and provided the member with a receipt. On August 15, 2022, the member called the NMB Aquatic and Fitness Center and once again spoke with the Customer Service Supervisor. The member explained they had completed a freeze form in July to include the months of August and September but was drafted $71.00 on August 15, 2022. Through the conversation the Customer Service Supervisor discovered the member's freeze had been processed as an aquatic freeze, (a special circumstance due to the pool closure for renovation), not a regular freeze. The Supervisor apologized for the error and told the member she would be credited in September for the draft. Due to a miscommunication between the Customer Service Supervisor and the Administrative Assistant the member was drafted again on September 15. The member called the AFC front desk, and again spoke to the Customer Service Supervisor and they discussed the options. The member decided to reactivate her Aquatic & Fitness Center Membership instead of remaining frozen. While on the phone, the Customer Service Supervisor changed the draft so the member would be credited for October 15, 2022. The member was satisfied. On October 15, 2022, the Customer Service Supervisor noticed a freeze form on the Administrative Assistant's desk. The freeze form was the member's and had a note to ask a question about it. The Customer Service Supervisor looked in the software program and saw that the member's draft had been activated for October 15, 2022. At 1:30pm the Customer Service Supervisor called the member to let her know we would immediately be issuing a refund check in the amount of $71.00. A message explaining this was left in a voicemail. The member's husband called back at 2:30pm. The Customer Service Supervisor explained to the husband it was a miscommunication on our behalf, and the payment is going to be refunded. The Supervisor told the husband the check would be processed, cut, and sent to the Aquatic & Fitness Center for them to pick up. The Supervisor hoped this would speed up the process of the refund. The refund request was sent up to the City of North Myrtle Beach Finance office on October 17, 2022. The check was picked up from the Finance Office on October 27, 2022. The member was called and told the check was ready for pick-up.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩