ComplaintsforAvalon Athletic Club

• Initial Complaint

  08/22/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  The group fitness room air conditioner has not been working since April. After repeated reports to management, this has yet to be repaired. This is a hazard to all patrons who use this and should be repaired as soon as possible.

  Business response

  08/29/2024

  The management at Avalon Athletic Club has taken the repairs of our **** system very seriously. Currently, the units are almost back to full capacity, we are just waiting on our contractors to finalize the job. With that said, *********************** has not been in the facility since 7/24/24, meaning she has not had the opportunity to feel for herself the improvement of the facility. We are continuing to stay on top of the **** work in the group class Studio room until it is at 100% but we can confidently say the conditions the member is referring to have long been resolved inside the main portion of the facility.
  
  We appreciate the member's concerns and suggestions and we want to clarify that actions have been, and will continue to be taken. Unfortunately, we are unable to expedite this repair process any faster than what the contractors can accomplish. 
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying for 6 weeks to cancel my gym membership and they still have not cancelled it. The business committed to provide me with a gym membership and a 6-month training contract. I went to cancel my gym membership and training contract and was told I had to buy out my training membership before I could cancel it and before I could cancel my gym membership. I contacted the training manager to schedule a meeting where we could take care of business and also cancel my gym membership and it took him 7 days to confirm a date with me. By the time of the meeting, another bi-weekly gym membership charge had been taken from me. I asked the front desk manager to refund it due to the training manager's choice to drag his feet during our texting conversation, and the front desk told me no. Another membership charge got taken out after I filled out documents on their iPad that Avalon told me was to cancel my membership. I came back demanding that I get refunded from this charge, they told me to contact billing. I did, and billing won't refund me my money because it got taken out before I submitted a cancellation request. (The full email correspondence is contained within the uploaded documents) I insisted that they refund me because it was the gym's inept behavior that caused the charge to go through because they never cancelled my membership. Another two weeks go by, and I got charged another membership fee, even though I have been trying to leave this gym and cancel payments since the beginning of May. I am now requesting a full refund of the $1,122.00 I have spent with this company because they are choosing to hold me locked into a membership against my will, and they continue to illegally withdraw funds from me outside of their commitment to provide me with a membership and training contract, which I do not want. They continue to withdraw funds without my consent, and they continue to disregard my repeated actions to terminate my relationship with them.

  Business response

  07/01/2024

  The following customer *********************, enrolled in both a membership and personal training services with the Club. The customer chose to enroll in a month-to-month type membership and a 6-month personal training contract. The customer was informed that in order to cancel 1) the personal training contract had to be paid off or in full. 2) All cancellations must be done at the facility, and for the personal training, it must be done with the training manager. The customer agreed to this upon signing up. The customer expressed his wish to discontinue his account with the Club over a personal line of text and was aware he needed to come into the facility. The customer came in on 5/20/24 at 11:39 am. The customer then agreed to pay his remaining invoice for his personal training contract and submitted his official request to cancel. Upon submission of his personal training cancellation request, the Club also acknowledged his request to cancel his membership which was honored. However, this did not waive the payment that had been due that day for his membership. All membership dues are withdrawn automatically at 12:01 am of the bill date. All cancellations cease billing for future dues. Furthermore, per the customer's agreement, it states that "The cancellation request must be submitted at least 72 business hours prior to the next bill date. If a cancellation request is put in within 72 business hours, the member may be responsible for the next scheduled payment." This can be found in the customer's signed agreement attached. 
  
  
  The Club acknowledges that the customer was charged for membership dues incorrectly on 6/3/24, and promptly refunded that payment to the customer upon being made aware of the error. This can be seen in the customer's invoice history. 
  
  
  In conclusion, the one payment that was incorrectly charged to the customer has been refunded. All other charges were within the scope of the membership agreement and personal training contract. The customer has used both the facility and the training sessions prior to his request to cancel. Any attempt to refund the payment due and withdrawal before the customer requested to cancel out of 'good faith' at the customer's request is void given that the customer has already disputed the payment with his bank. Given the current dispute, the club would be unable to proceed with a refund. 

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