ComplaintsforSTW Krav Maga Self Defense & Fitness

• Initial Complaint

  09/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Have been trying to cancel membership for almost one year

  

  Business response

  09/11/2023

  Dear Mr. *************************** December 8,2022 we received an email from you requesting a cancellation. 
  
  The Cancellation Form is necessary to verify we cancel the correct person. Since people often have similar names the Cancellation Form provides the accurate information needed such as name, address and account number. 
  

  The form was never received by us via mail, or in person, therefore we were unable to process the cancellation. We did not hear from you until September 7,2023.
  

  On September 7,2023 we received an email from you once again requesting to cancel your membership. 
  

  On September 8,2023 once again we sent you the cancellation along with instructions on how to complete the cancellation process. 
  

  Per your agreement, the Cancellation Form must be signed and returned to complete the cancellation process.
  

  Our cancellation policy is clearly stated on your Membership Agreement, Cancellation Policy, the Cancellation Form, explained upon signing up, and stated on the email upon receiving the Cancellation Form.

• Initial Complaint

  04/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I entered an agreement for a 9 month term which ended last year; early 2022. I recently found they have been auto drafting payments for over a year since the end of that term, having auto renewed a subscription the sales rep promised was only 9 months. When it ended they verbally asked for payment the last time I came, and asked to renew me and I verbally advised I was moving and no longer interested in renewing/continuing membership. They let me in "as a courtesy" that day and so I took one last class and never returned. I called the gym owner and his response was that "it's a customer issue and the rep should've advised/ assisted me in cancelling"; no apology or remorse or problem solving for anything. Just screamed at me that "it's member responsibility, you should've noticed the payments sooner". I was shocked so before a screaming match ensued, I ended the call as I was in an emotional state. He calls back continuing to yell that he was tired of ALL the calls he gets about this same topic, I had to block him.

  

  Business response

  04/28/2023

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

  On October 14, 2019 you signed a 9 month agreement with an Auto Renewal Date of 08/01/20. 
  

  For the following 8 months all of your monthly membership dues were NSF therefore we did not receive any funds for your membership. 
  

  On July 1, 2020  we stopped trying to draft your account, at which point you had a past due balance of $717.00 and your account was put on hold for lack of payments. 
  

  On June 23, 2021 you came to the facility and asked to rejoin. 
  

  On June 23, 2021 you still had an outstanding balance of $717.00 from your previous account with STW. At that time the General Manager asked the owner how we could assist you with your outstanding balance. It was agreed that we would forgive your balance so you could rejoin. You signed up for a 12 month agreement membership with an Auto Renewal Date of 07/15/22.
  

  On August 15, 21 your monthly dues were NSF.
  

  On September 15, 21 your monthly dues were NSF. 
  

  In September 2021 you shared with ** that you were going through personal and financial hardship. One of our staff members paid on your behalf 6 months of your membership to assist you. She paid August-December totaling a sum of $344. 
  

  On September 16, 2021 per your request, your membership was downgraded due to your financial hardship. Your membership went from $74 to $54 a month. 
  

  Your membership Auto Renewed on 07/15/21, as stated on your agreement. 
  

  On April 21, 2023 you requested to cancel your membership. We then provided the Cancellation Form that same day. 
  

  On April 21, 2023 after receiving the Cancellation Form back from you, it was processed and completed with no further drafts.
  

  As you can see above, on multiple occasions, STW went above and beyond to help you get through your difficult times. 
  

  When becoming a member on 2 places where you signed and initialed, it clearly stated that your memberships were Auto Renewal. 
  

  You agreed to the following: 
  Upon the end of the term set forth above, the terms of my membership and my monthly payment obligation will automatically renew after the final month of my initial term and continue on a month-to-month basis at the same monthly payment thereafter until canceled.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ************* withdrew 2 months and an annual fee after the contract expired. We informed them that we would not be renewing the contract. The person on the front never mentioned anything else. When I noticed that ************* had billed my discover card for 2 months and an annual fee, I called. I was first told that there was suppose to be a cancellation form filled out. I then asked why were we not given the form, I was told that member services handled that. I asked if they had the form, I was told they could print it up. Another female came on the line and said we had to get it from member services, I asked about the annual fee since we signed a 6 month contract with no annual fee. She said that all annual fees are pulled on January. The information was not given to us the time of the expiration of the contract. My grand daughter had not been there since her December expiration date. I was told people always try to come in after expiration, I know that my 14 year old grand daughter always had me or her mother with her because she is a minor, and they always asked for her membership tag, which she always had. The amount of misinformation, and omission of needed information is where the problem arises. I went onto their website, and their is no readily form, I had to send a request via their website. There is no form online, there was no way to submit any form at the time, and no one gave us that information, they acknowledged our intent not renew the contract, and left it at that without needed explanation of how they expected this non-existent form to be handled. I have gone online now, and sent a text on cancellation. I am not even sure if it is correct, there information on line is vague, to nonexistent. Thank you.

  

  Business response

  02/01/2023

  We have attached a copy of the Terms and Conditions of our membership agreement signed. 
  By signing this Agreement, you agreed to the terms and conditions stated below.

  
  AUTO RENEWALS:
  Membership will continue to be drafted on a month to month basis until I request cancellation by emailing a cancellation request to *****************************.
  . Failure to use your membership and/or the use of the Center, does not relieve you of your payment obligation, regardless of circumstance. 

  
  CANCELLATION FORM:
  If you decide you do not wish to remain a member, you may cancel this agreement by sending an email request stating your desire to cancel this agreement to receive a Cancellation Form.  Cancellation requests must be submitted to
  ***************************** in order to obtain a cancellation form. This does not mean that an email request is an approved cancellation. Form must be signed and submitted to be valid. Verbal cancellation is not valid. 

  
  ANNUAL FEE: 
  An annual fee of $49 will be billed January 1st or July 1st and every year. Annual fees guarantee my monthly rate for as long as I wish to remain a member. 
  
  
  Today, February 1st 2023 at , we emailed the cancellation form and we are still waiting to receive it back.

   

  Thank you.

  
  

• Initial Complaint

  05/24/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Hi, on the 19th of May 2022, I attended a class at 6pm and at the class,I was paired with an Instructor and the Instructor hit me with an intention to knock me out. I asked him after the class why and he said he knows he hit me hard but that he was also hit hard when he started training. I complained to the member services on the 20May2022 because I was injured and had pain and headaches in my head, teeth, ankle and bilateral shoulders. I felt that my emotional well being was at stake and I didnt feel safe attending training at the facility. I described the incident and the interaction with the Instructor to member services and also requested that they cancel my membership as I cannot continue the training due to my injuries. ****** services refused to cancel my membership stating that they do not have a valid reason despite my injuries, emotional distress from the incident and the 90 day cancelation policy stated on the ****** website. I am being forced to attend a class and keep paying $97 every month despite my request to stop after only 2 weeks of signing up. My tag number is ******.

  

  Business response

  05/31/2022

  On Monday 5/30/22 at 11 am a meeting between ************** (owner of STW) and **************** took place. Everything has been settled to both parties satifcation and the agreement cancelled. 

  Customer response

  06/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************************

• Initial Complaint

  01/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a membership and Di to the pandemic and my medical problems I couldnt continue. I have mailed the cancellation form a few time and they never receive it. This is the hardest place to cancel. I thought my contract was only a year. I have contacted my bank to stop payment and that didnt work STW changed my payment to a higher amount without my knowledge. This is crazy you cant even call and speak with anyone at billing everything has to be done they email. It is very frustrating and expensive. I havent been since the pandemic and still out lots of money. Was trying to get my husband to take the membership but STW is to hard I would like to have my membership cancelled and explanation on why more was taken out monltu without my knowledge and a refund

  

  Business response

  01/12/2022

  Mrs. ********* membership of choice is a month to month,not a 12 month, which originated July 13, 2019 (attached). We do have email correspondence between our member service representative and ******************** as follows and all are attached:
  2/27/20 Email from ********************* requesting cancellation
  3/2/20 Email ******** from MS with cancellation form and procedures form was not received
  8/10/20-8/12/20
  Email from ********************* requesting cancellation and stating that she didnt follow through with cancellation when the form was previously sent. MS ******** with cancellation form and procedures including the new policy due that allows an appointment to be made and the form brought into the training center
  Email from ********************* asking why she would be charged for 2 months. MS ******** regarding the 60-day cancellation notice for all month-to-month memberships
  Email from ********************* requesting freeze while cancellation is pending. Email ******** from MS that a membership on freeze can not be cancelled. ********************* opted to freeze for 6 months instead of cancelling.Freeze form was emailed, and ********************* signed and sent it back.
  6/22/21-6/23/21
  Email from ********************* requesting cancellation. MS ******** with cancellation form and procedures including the new policy due that allows an appointment to be made and the form brought into the training center form was not received
  12/16/21
  Email from ********************* stating that she has questions about her membership and asking if the membership could be transferred to her husband. Response from MS regarding the cancellation forms sent and that they were never received and approving the request to transfer her membership to her husband and asking to make an appointment to come in and complete the transfer (As you can see, according to the membership agreement signed we do not transfer memberships,this was a courtesy extended to *********************)
  1/11/22
  Email from ********************* stating that the form was mailed and inquiring about the monthly fee increase
  There were 2 previous cancellation forms emailed that ******************** stated were not sent back. We did not receive either of the last 2 forms (6/23/21, 12/17/21) via mail and an appointment was never made to bring the form in. Emailed sent with the cancellation procedures state that if the member would like to track their cancellation letter and ensure that it was received it is recommended that it be sent via **** certified return receipt and that they retain a copy of the signature card as proof of cancellation. This is not required, only suggested. We receive cancellation forms weekly that are not sent certified and find it unlikely that if 2 letters were mailed that both were not received.  
  Regarding the monthly fee increase. It is stated on the membership agreement that the right is reserved for the training center to adjust the monthly rate of dues applicable to the category of membership upon at least 30 days notice. Dues increased August 1, 2021, and notices were posted in the training centers of this increase.
  We have done everything we are required to according to the membership agreement and made exceptions to the agreement as well.
  We will proceed with the cancellation of Mrs. ********* membership without receiving the cancellation form and there will be no further monthly dues drafts. No refund will be issued.

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