ComplaintsforIn The Loop Singles Austin, LLC

• Initial Complaint

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 26 2024, I had emailed ITLS asking to cancel my membership as I have not used their services and will not be using their services. They continue to charge my credit card after repeatedly requesting both by calling and emailing *************************. She says she will only be able to cancel my membership if I move ***** miles further away from their Austin location or get a note from my doctor.

  Customer response

  06/21/2024

  That is correct. That is their VP's number, however I am located closer to their Austin location. 

  Customer response

  06/24/2024

  Their Austin location is where I am assigned to. The number I provided is their main office

  Business response

  06/26/2024

  We are very confused by this complaint as we have had multiple conversations via email and over the phone with ****************** explaining why we cannot cancel his membership before it is paid off. ****************** set up an appointment with a Membership Director of In the Loop via ZOOM. During that appointment, he was showed the calendar, trips and explained in great detail how In the Loop works. He was then presented with multiple membership options. ****************** chose the 8 month membership for a special registration fee of $620. He was give the option of paying for the membership fee in full or breaking it into monthly payments. He chose to do monthly installments. As you can see on the signed Installment Agreement that I have attached, ****************** agreed to put $100 down to get started and pay $65 per month for 8 months to pay off the balance of $520. The Membership Director verbally went over the cancellation policy with ****************** before asking him to initial in two different spots on the Membership Agreement that he had read/understood the cancellation policy. I have also attached the Membership Agreement to see that ****************** initialed. 

  As you can see on the Membership Agreement he signed, under h(i.) - the cancellation policy states that the only way to cancel your membership is if you have moved outside of a 100 mile radius. If you have moved, you must provide 2 out of 3 of the valid documents listed on the membership agreement showing that you have moved. The valid documents include: a new lease/mortgage, utility bill, a drivers license. Once we have received 2 out of 3 of those, we can process for cancellation. 

  At this time, ****************** has made no mention of a move and has provided no documentation showing he has moved. Therefore he is not eligible for cancellation. He has only made 4 payments of $65 towards his balance therefore he still owes $260. We have provided ****************** multiple solutions. We offered to give him a 20% discount if he wants to pay off his balance owed. We also reminded him that he can transfer his membership to anyone who is single without a felony. ****************** also stated he could not attend events due to medical reasons so we were also willing to make an exception if he had his doctor write a generic note stating he cannot attend events due to medical reasons. 

  ****************** rejected all of the solutions we suggested. 

  We have followed through with everything that we promised him. We have planned/executed 25 -30 events per month around Austin for him to choose from, 5 - 6 trips per year to choose from, we've had an event leader at every single event, every event has been well populated. He has had access to our calendar of events and trips for the entirety of his membership. If he has chosen not to use his membership, that is not for lack of trying to engage him on our part. We have sent multiple emails, texts and phone calls encouraging him to attend events. Again, if he chooses not to use it, that is out of our control. 

  We are more than happy to cancel ********************** In the Loop membership if he provides the correct documentation. But at this time we have received nothing so we are unable to process that request. We hope you all can understand we are simply sticking with the cancellation policy that ****************** signed and agreed to. 

   

  Customer response

  06/27/2024

  Complaint: 21872413
  
  I am rejecting this response because:

  Their event planning and events happens whether I subscribed to their services or not. Whether I attend any of their events or not. I have not used any of their services or attended any of their events, events that I would've had to pay to attend anyways. I demand a full refund of all charges made to my credit card simply because I have not used their services nor do I plan on using their services. In addition I have asked for this several times obviously not wanting their services, yet they continue to charge my credit card. 

  
  Sincerely,
  
  *****************************

  Business response

  06/27/2024

  At In the Loop, we are 100% transparent about our cancelation policies prior to any client signing up.  ******* was made aware of our cancelation policy prior to joining. We go to great lengths explaining the policy, verbally going over it, as well as asking for all clients to read and initial that they agree to and understand the policy before becoming a member.  We have done this with *******. We have his signed membership agreement and his signed installment agreement.  He understood this. We wish ******* would have utilized his membership. We pay our staff to plan, host and execute these events. We also make sure half of all of our events are free or under $10 for our members to enjoy. Making sure we have these free and cheaper options cost our business.  

  It would be liking joining a softball league. Never attending a game then being angry that the league did not refund you after the season was over. Even though they coordinated the games, rented the fields and paid for umpires to call the game AND got the teams together? 

  Then this client wants to hurt our small business because they do not want to adhere to an agreement that they signed off on.  ******* set up an appointment with us. He was given full disclosure of the different memberships he could purchase. at that appointment.  We have reached out multiple times to suggest events to him. We have done absolutely everything we agreed to. Providing activities and support.  We have done nothing wrong. We have also given him options, to pay off his membership with a discount. He can also transfer his membership to a single friend.  We have all of these documents and correspondence. 

  Sincerely,

  ***********************

  Managing Member

   

  Customer response

  06/27/2024

  Complaint: 21872413
  
  I am rejecting this response because:

  I have not used their services nor have I attended any of their events, events that I would've had to pay to attend.

  Their event planning or events would've happened whether or not I subscribed. 

  I have requested that my membership be canceled and my card not be charged several times. I spoke with their VP ********, in hopes of canceling my membership. Without empathy, she asked me for a doctor's note and/or that I move 20 miles further away from her Austin location. 

  I don't understand how she thinks I should continue to pay for something I haven't used and won't ever use. 
  
  Regards,
  
  *****************************

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