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Description

This company offers health club services.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that The Alaska Club East meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for The Alaska Club East include:

  • 41 complaint(s) filed against business

Factors that raised the rating for The Alaska Club East include:

  • Length of time business has been operating
  • Response to 41 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

41 complaints closed with BBB in last 3 years | 7 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 20
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 16
Total Closed Complaints 41

Customer Reviews Summary Read customer reviews

0 Customer Reviews on The Alaska Club East
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: May 31, 2000 Business started: 01/01/1986 in AK Business started locally: 01/01/1986 Business incorporated 01/22/1986 in AK
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Alaska Department of Commerce Community & Economic Development
550 W 7th Ave Ste 1500, Anchorage AK 99501
http://www.commerce.state.ak.us
Phone Number: (907) 269-5200

Type of Entity

Corporation

Business Management
Mr. Robert Brewster, President Mrs. Kathy Bennett, VP of Accounting Ms. Debbie Cedeno, VP of Sales & Marketing
Contact Information
Customer Contact: Mrs. Kathy Bennett, VP of Accounting
Principal: Mr. Robert Brewster, President
Business Category

Health Clubs Fitness Centers Massage Therapeutic Swimming Pools - Private Tennis Courts - Private Tennis Instruction Exercise & Physical Fitness Programs Gymnasiums Health & Fitness Program Consultants Personal Trainers Health & Wellness All Other Amusement and Recreation Industries (NAICS: 713990)

Hours of Operation
24 Hours a Day - 7 Days a Week
Alternate Business Names
Alaska Club Downtown, The Alaska Club Eagle River, The Alaska Club East, The Alaska Club Express Jewel Lake, the Alaska Club Express, The Alaska Club Fairbanks North, The Alaska Club Fairbanks South, The Alaska Club for Women, The Alaska Club Inc, The Alaska Club Juneau Downtown, the Alaska Club Juneau Valley, The Alaska Club Management Alaska Club Management Inc Alaska Club Midtown, The Alaska Club North, the Alaska Club South, The Alaska Club Valley, The Alaska Club West, The Alaska Club, The Express Muldoon Express Palmer Fairbanks Express The Alaska Club Downtown The Alaska Club Eagle River The Alaska Club Express The Alaska Club Fairbanks North The Alaska Club Fairbanks South The Alaska Club Inc The Alaska Club Juneau Valley The Alaska Club Midtown The Alaska Club South

Additional Locations

  • 10931 Omalley Centre Dr

    Anchorage, AK 99515

  • 11001 Omalley Centre Dr STE 103

    Anchorage, AK 99515 (907) 365-7300 (907) 694-6677 (907) 245-2223 (907) 456-1914 (907) 452-6801 (907) 264-2700 (907) 586-5773 (907) 789-2181 (907) 562-2460 (907) 344-6567 (907) 264-2720

  • 12001 Business Blvd

    Eagle River, AK 99577

  • 12051 E Palmer Wasilla Hwy

    Palmer, AK 99645

  • 1400 W Northern Lights Blvd

    Anchorage, AK 99503

  • 1450 W Northern Lights Blvd

    Anchorage, AK 99503

  • 150 Eagle Ave

    Fairbanks, AK 99701

  • 1720 E Parks Hwy

    Wasilla, AK 99654

  • 2841 Riverside Dr

    Juneau, AK 99801

  • 3841 W Dimond Blvd

    Anchorage, AK 99502

  • 5201 E Tudor Rd

    Anchorage, AK 99507 (907) 337-9550 (888) 452-6801 (907) 278-3621 (907) 330-0183 (907) 376-3300 (907) 452-3777 (907) 338-2639 (907) 745-6677

  • 575 Riverstone Way Unit 3

    Fairbanks, AK 99709

  • 630 E Tudor Rd

    Anchorage, AK 99503

  • 641 W Willoughby Ave STE 210

    Juneau, AK 99801

  • 700 Bragaw St

    Anchorage, AK 99508

  • 701 W 8th Ave

    Anchorage, AK 99501

  • 747 Old Richardson Hwy

    Fairbanks, AK 99701

  • 7731 E Northern Lights Blvd STE 290

    Anchorage, AK 99504

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

4/23/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Multiple problems with billing: No bill sent, No notification when automatic payment did not go through, late charges with no notification; multiple charges for trying to run the same credit card that they knew would not work. Waiting 60 days to call or attempt to contact me that there was a problem; A second episode of the same problem of waiting 60 days to contact me; statement does not show amount billed. Alaska Club claims they mailed me a letter but they have my correct address on file (I asked them first).

Desired Settlement: 1) The Alaska club has systemic billing problems - they need to be fixed. 2) Customers need to be positively contacted when the Alaska Club believes there is a billing problem 3) Statements need to make sense show amount due which should equal amount paid 4) I don't believe I still owe them $25-$26 for the last prorated days of my membership (1-8 Feb 2016) based on a long conversation I have with their billing agent on Jan 13, 2016

Business Response:

Dear ****,

Thank you so much for addressing your concerns!  In regards to your account statements, our records indicate the Paperless statement option was selected on your Agreement for Payment form that was submitted, so statements would not have been mailed out to you.  When someone opts for this paperless statement group, they are agreeing to view their monthly statement by accessing their online account each month.

Our auto draft file is submitted electronically each month and for all drafts that are not successful, we send an auto dial to the phone number on file around the 10th of every month and mail out notification letters as well.  If the balance rolls over into a past due status, our office generates a list of these accounts and attempt to reach out to each member.  Essentially, if we have a valid phone number and address, each member should be contacted at least twice each month if their draft is unsuccessful.

Again, my apologies for any misinformation given during your conversation in January.  I understand that another representative has communicated to you recently that we have since cleared the balance on your cancelled account.

 

Sincerely,

Genevieve A*****

Member Accounting Manager

4/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Every weekend for the past 3 months I've gone to the Alaska Club West on Saturdays and worked out with a friend of mine there. I've paid the drop in rate and had no complaints. one 3/12/2016 I arrived and was told that I was not to be allowed on the premises. I've committed no act against the club, or it's members, received no prior notification and the customer service rep was able to given no explanation besides to show me a green yellow sticky note saying "do not let ****** ***** enter"

Business Response:

Dear Mr. *****,

Your concerns were forwarded directly to our Membership Manager who oversees the West location, as well as our Regional Sales Manager.   Our West Membership Manager, David D, will be in touch with you directly to discuss.

Thank you,

Consumer Response:


Complaint: ********

I am rejecting this response because:

 

David called me once, left a rambling message, accused me seemingly random and vague impropriety, has returned zero of my three messages.

Sincerely,

****** *****

Business Response:

To Whom It May Concern:

Our Membership Manager has attempted to reach out to Mr. ***** to discuss with him directly our guest policy.

Thank you

Genevieve A*****

Member Accounting Manager

 

Consumer Response:
Complaint: ********

I am rejecting this response because: A company representative called and left a long rambling offensive message. I called the representative back on three occasions and was not able to contact the representative. They failed to return any of my calls.

Sincerely,

****** *****

12/23/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Signed up for a week trial at the Alaska Women's show. I was told I would not be charged unless I decided to take the membership. Today 12/18 told I have a balance over $200 dollars and late fees. I have never used the services and was not aware of any charges. I asked to just cancel and that as I was not aware, nor have the funds to pay for services I have not used. I was told that I would be charged a cancellation fee and the unpaid balance. If I did not pay I was told that they would send my fund to collections.

Desired Settlement: Canceling the membership that they say I have without a Fee and not pay the balance that I was not aware of.

Business Response:

Dear ********,

Thank you for your patience while I reviewed your concerns with our Executive team.  I'd like to apologize for any misunderstanding that may have occurred when you were at the Women's show.  After careful review, we have decided to cancel your membership without penalty and will be clearing the balance.  

We wish you well in all your future fitness endeavors, please feel free to contact me directly if you have any further questions or concerns.

Warm Regards,

Genevieve A*****

Member Accounting Manager

P ***** ********

Consumer Response:
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.

Sincerely,

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

10/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Enrolled grandson in 2 weeks of summer program paid by debit card for 2 weeks. Had a friend go in and pay 1 weekof lunch for a week in cash. Business billed me for the week without my authorization. I contacted the business no one helped me. Yesterday I was checking my bank account and found the business took $284.00 without my approval and there was no reason to do it because the summer school was paid for and over. I have asked them to reimburse both for the recent amount and the past amount for 5 days of lunch. The business keeps refrring me to other people who work there who never contact me.

Desired Settlement: Refund my money to my bank account and remove my personal banking and personal information from there businesses!!!

Business Response: Dear *****,
 

Thank you for your patience while I looked into your concerns regarding camp charges.  After researching the charges and payments received towards your son's camp account, I did find that we had charged you a total of $249 in camp charges that had already been paid for.  A refund request has been submitted and you will receive a refund in the amount of $249 back to the same credit card that was charged.

I'm apologize for the error and any inconvenience this may have caused.  If you have any further questions in regards to your son's camp account, please feel free to contact me directly at *************  



Sincerely,
 

Tiffany M*****
Reservations Specialist
Alaska Club East
******** *** ****

Consumer Response:  
Complaint: ********

I am rejecting this response because:
It is not correct amount
Payments made for 2 weeks Debit card 
8/5/15 $249.00  paid front office and another 8/5 $249.00 taken
8/15/15 $35.00 lunch for second week
On 8/11/15 also went in and paid $35.00 cash for second week. 9/24/15 took another 249.00 from debit. Owe me $249.00 and $35.00.






Sincerely,

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

Business Response: Dear *****,

 
Thank you again for your patience while I looked into your concerns.  After reviewing and comparing camp charges to payments made, we are in agreement that we will refund the additional $35.00 back to your card.  I do apologize for the mix-up, please feel free to contact me directly if you have any further concerns.

 
Sincerely,


Tiffany M*****
Reservations Specialist
Alaska Club East
******** *** ****

Consumer Response:  
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.

Sincerely,

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

10/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello My Fiance **** ********* signed us up for a family membership as I wanted to work out to get ready for our wedding. My maid of honor and I went together as I deal with social anxiety. My work schedule changed so i was no longer able to go with my friend. We tried to get out of the membership before the trial period was over. We were told we could not get out of the membership at the end of the trial period because we did not go enough. This makes no sense. It's ridiculous that you have to go to the gym so many times in order to show its not working for you. Once I started a new job and couldn't go to the Alaska club with my friend, my fiance bought me a treadmill so I wouldn't have to go out by myself. We are both extremely disappointed and frustrated with the companies practices.

Desired Settlement: We would like to be able to cancel the membership like we attempted to do before the trial period was over once my schedule changed and I was no longer able to go. The account is either under my name ***** ********** ************ or my fiances **** ********* ************* Respectfully *****

Business Response:

Dear *****,

Thank you for your feedback and patience while I had a chance to review your account and the documentation we have in our system. 

I included a copy of the 12-month addendum form that is saved in your membership file.  Within this form, you will see that our 90-Day Comfort guidelines are specified, offering all first-time members of The Alaska Club the right to cancel under our 90 Day Comfort Guarantee.  The criteria that must be met in order to be eligible under this Guarantee are at least 24 separate days using the membership, account in good standing, and written notice to cancel submitted to our office by your 100th day of membership.  I apologize if there was any misunderstanding in regards to these terms.

Upon review of your membership account, between you and your family, we show a total of 20 visits were met by your 90th day of membership.  Generally, exceptions are only made when a member has fallen short by 1 or 2 visits, but I am willing to make an exception and approve your request to cancel under our 90 Day Comfort Guarantee.

I have notified our Cancellations Representative of this exception and any refund owed would be processed back to the same credit card within the next 7-10 business days. 

We at The Alaska Club wish you and your family well in all your future fitness endeavors!



Sincerely,

Genevieve A*****

Member Accounting Manager

 

***SUPPORTING DOCUMENTS REDACTED BY BBB***

8/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

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

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

Anchorage, Alaska 99508



Dear Sir:



This letter to ask for assistance in terminating my membership with Alaska Club.


I enrolled with the Alaska Club on January 7,for a period of two years. In two years In May 2014 I
was treated for left knee pain and was receiving injections. Today I have weakness in my left knee
and can no longer run or participate in physical activities. The Orthopedic Physician at ****
wrote a note stating to allow me to temporarily suspend or permanently terminate my contract. I
went to Alaska Club and spoke with a lady in membership who informed me that they would not accept
the note from the Orthopedic Physician that they needed a prescription. I tried to explain to her
that **** Medical Group uses an automated system and not hand written prescriptions any longer. She
did reduce my membership fees from $100.00 a month to $15.00 for temporary suspension. Please refer
to the highlighted part of the contract that states
"If at any time during this initial membership the member
suffers a prolonged medical condition that prevents the
member from using the Alaska Club facilities for the entire duration of the initial membership
term. The member may cancel the membership, without penalty, provided the
member provides the club with a written doctor's certification verifying the member's inability to
use Club facilities for the rest of the term".


In November I developed a medical condition called atrial fibrillation and was in the hospital in
intensive care for a period of three day, this cardiac condition puts me at high risk for a stroke.
Since then I am on multiple medications. Atrial fibrillation patients are at high risk for
strokes. I have attached supporting documents to substantiate these facts. I cannot work out
without shortness of breath and weakness, and my medications cause me to bruise easily, and I do not
want to have a cardiac event at the Alaska Club and be readmitted to the hospital and possibly have
a stroke.

I have not been in the club or used my membership for about 8 months. I want to terminate all
contracts with the Alaska Club and asking for your assistance because each time I attempt to
discuss the termination I am told no, they will not recognize any medical documents.

Any assistance you can provide me in the termination of my contract at the Alaska Club due to
prolonged and ongoing medical conditions that not within my control is greatly appreciated.

 

***SUPPORTING DOCUMENTS REDACTED BY BBB***

Business Response:

Dear *****,

Thank you for your concerns and for your patience while we look into this further. 

Our records indicate that we placed your membership on medical leave of absence indefinitely, based on the medical letter we received on 8/5/14.

The 12-month addendum also states the following: "The doctors certification must specify the reason and length of time for any exercise restriction.  Conditions that are of indefinite or undetermined duration or that are for a period of time less than the remainder of the initial term will qualify for a medical leave of absence and not cancellation.  The membership shall be responsible for all dues and fees incurred prior to receipt of the written doctor's order."

Based on your medical note dated 5/22/14, it reads: "Please allow for non charged gym membership or allow for cancellation until pain is better controlled and patient can return to gym without further injury with physical therapy guidance."  This does not provide any time restrictions of your condition, therefore; it qualified you for a medical leave of absence and not cancellation.   Some of the other documentation you provided were dated prior to you purchasing this membership.

However, to help resolve this matter, our management team is in agreement to cancel your membership effective 4/1/15, and a total refund of $54.26 will be processed back to your credit card.  I have submitted a request to reverse the pending draft for August so the charge does not go through.

Hoping for a speedy recovery and we wish you well in all your future fitness endeavors!


Warm Regards,

Genevieve A*****
Member Accounting Manager

7/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have had several problems with Alaska club, initially with monthly cost being different than quoted , I went 3 times and wrote all down i Also the Gold membership was supposed to last several months, when I went to use it was told it ended in 30 days,but when the sixth month was over I was billed for it . Both my daughter and husband have medical problems which is the reason for the membership, my daughter has Herniated disk ,Spinal stenosis problems Her cortisone shot wore off after a few months It took us 7 1/2 months to get approval from ******* for another shot,this should have taken a week, So in the last 8 months there was only 1 visit to Alaska club. My membership ended on 2/21 I still paid until march. when noticed that it ended in Feb , I sent a letter to the club in march. I am being harassed by phone and bills for the April payment, I feel that is very deceptive and dishonest. Why have a contract with a termination date?

Desired Settlement: This needs to stop, How many people have been paying for a contract that ended. Why don't they send a letter out when contracts end to see if people want to continue or not.

Business Response:

-----Original Message-----
From: complaints@our-bbb.com [mailto:**********@our-bbb.com]
Sent: Wednesday, June 24, 2015 5:27 PM
To: ********* ******
Subject: Copy of Response for BBB Complaint #********
 
Dear ****,
 
I appreciate you taking the time out to offer your feedback,  in regards to your agreement with The Alaska Club.
 
Our Addendum to Membership Agreement with 12-month Membership Commitment reads: 
"My initial membership is for a 12-month term, ending on 2/21/15.  Membership does not automatically terminate at the  end of the 12-month term but continues on a month to month basis after the initial 12-month term, subject to cancellation as provided in the  Membership Agreement and/or this Addendum.
After 11 months of the initial term, I may give my 30 day written notice to terminate my membership with The Alaska Club.  My voluntary resignation shall not be deemed effective until after the expiration of the 30-day notice period and after all required payments (dues and  other charges) have been made by me to the Club. Subsequent to my voluntary resignation, I shall not be subject to any further dues or other  charges. Non-use of the Club is not considered notice of cancellation. Written notice shall be sent to..."
 
I'm sorry if there was a misunderstanding initially when you purchased your membership.  Because a lot of information is covered in your initial appointment, we have our terms written in our agreements for members to review and consider, before deciding to sign and agree to our terms.
 
Your account notes indicate that you purchased the membership specifically for your daughter and experienced some difficulties that are medical related.   I understand that family comes first and these experiences may have prevented you and your family from using the membership more than you could have, when it was active.
 
To help resolve this in an efficient manner, I am offering to clear the outstanding balance on your cancelled account.
 
Perhaps when the time is right, you may be interested in finding out the different membership options we have, and what is the better fit for you and your family's needs.  Feel free to call me directly, I'd be happy to help answer any questions.
 
 
Sincerely,
 
********* ******

Consumer Response:  
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.

Sincerely,

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

6/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for a couples membership with my boyfriend and it resulted in only me receiving the membership. My boyfriend was not allowed to attend the club with me, even though it was him who desired to go. I have contacted the club to try and work something out, but their standards which they did not inform us of when singing up, required that he forgo his own membership and they refused to cancel mine. they are still trying to collect money from me for a member ship I do not use and I believe they cancel due to our dispute through his credit card company, however they are now targeting me for the fines. They sold us something which we did not receive, therefore I feel I don't owe them any money.

Desired Settlement: I would like them to drop the fees they are requiring me to pay, as they have already done for my boyfriend.

Business Response:

Dear Ms. ******,

Our records indicate the application completed listed your boyfriend as "friend" on the application.  Our family guidelines allow only a spouse/partner to be added as the co-applicant, so additional information was needed to confirm the relationship between you and co-applicant, before we can proceed with activating him.

Your account notes indicate that when you contacted our office on 11/4/14, you confirmed the co-applicant was your boyfriend, so our representative advised you that we can have him added once we receive a completed unmarried waiver affidavit.  You requested to have this form mailed to you, in which it was mailed to the address we had on file.

After voicemail messages were left for you in December, we received a return call on 1/8/15 from your boyfriend, inquiring about why he still isn't active.  He was advised we were still waiting on the completed form that was mailed out at the beginning of November.  Your boyfriend inquired about possibly taking over the membership for himself and our representative gave him information on what we would need to process that request.  He then inquired about cancelling the membership, in which he was explained the terms of the agreement that was signed.

On 1/9/15, your boyfriend called our office and requested to pay the total balance owed on the account at the time, in which he paid the total balance due thru the end of January.

In the meantime, an email was received on 1/5/15, to cancel the membership altogether.  After reviewing the notes on your account, an exception was made to process your email request as your 60-day written notice, cancelling your membership effective 2/28/15.   Although we feel that our organization made the effort to provide you with the form to have your boyfriend added as requested, both the early cancel fee of $575 and direct billing have been waived.

Our Deposit Control Department received a chargeback from the financial institution/credit card company, disputing the payment that was made voluntarily on 1/9/15.  This amount has since been charged back to your cancelled account that is due and payable now.




Kind Regards,


********* ******
Member Accounting Manager

Consumer Response:  
Complaint: ********

I am rejecting this response because:

The Alaska Club sold my boyfriend and I a couples membership and then  took it upon themselfevs to changed it to
a singles membership  for only myself. I should not be held to a membership I didn't agree upon. I have attached
my rebuttal in a better format to be reviewed, it is also written below. 

To whom it may concern,  

The response I received from the Alaska club was addressed to a Ms. ******, who is that?  

On October 8th 2014 my boyfriend, ***** **** and I walked into the Alaska club
together to sign up for a membership together. Their membership coordinator, ******** *********
sold us a "couple’s membership", never informing us that "couples memberships” are exclusively reserved for
married couples only. I explained to ******** that the membership was mainly for *****, and that I would be going
with him for moral support and to work out together. She recommended the “couples membership” as the best deal.
Their employee should have known their business practice, yet she sold us the membership anyway,
coaxing us into a contract that we were not qualified for. She accepted payment from *****, and after the club
had his money and direct deposit information only a single membership was honored, one in my name. I
never wanted a singles membership. I only wanted to go to support my boyfriend,
but then he couldn't go; then they tell us that he can purchase a single membership as well. They knew we would
have to spend more money if we wanted to go to the gym together. We would have to pay more money to get the
privileges we signed up for. I filled out the application because I had the "better handwriting". On it I wrote our
relationship as friend, as I had never claimed we were a married couple. It was only later, after the club would no
longer honor our temporary membership cards, that I realized there was a problem. I was then told about the policy for
"couples memberships", furthermore, I was informed that I could fill out an affidavit as to our relationship to return our "couples
status". They were going to send me the affidavit but it never came. In the meantime they billed my boyfriend for a
"single membership" and when I tried to talk to them about the situation they threatened me about not paying, telling me I had
signed a contract. If the Alaska club reviews their records the will find that we did not sign the membership commitment,
just the application for a membership. I found information on their online handbook, something else I was never informed
of. In their handbook it states that a couple is defined as a husband and wife or parents living at home with their children of
ages 12-25, therefore we would not qualify. We signed a couple’s contract! If the information on that contract was void they
should have contacted us! Not substituted the couple’s membership for a single membership. The whole contract is void then
and no money should be exchanged.  AK Club made no attempt to contact me, nor did they respond to any of my attempts to
contact them, they only called me to collect a payment and would not discuss the situation. I find this to be very unprofessional.
We have not used the gym since the time they refused to honor ****** membership. I will not be paying their fees, and if
Alaska Club continues to insist I owe them money I will have no choice but to take them to court over their fraudulent bait and switch
tactics. I will retain an attorney to protect my excellent credit and good name, I will of course have to seek additional money to
compensate for lawyer fees, my lost time spent defending my good name, as well as compensation for pain and suffering due to
the stress this whole situation has caused me.  

Sincerely,  

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

 

Consumer Response:  
Complaint: ********

I am rejecting this response because:

If you read the top of the form to which you attached it states that it is a "Alaska club memebership application"! No where on it does it state itself as a contract, it was an application we signed! If you review the memebership agreement paper I attached  to my original complaint, you will find it was not signed.

Sincerely,

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

Business Response:

Hello *******,

The top portion of the document is the Membership Application portion where member information is provided.  If you review the bottom half on the same form, you will see our "Membership Agreement and Waiver of Claims" with signatures following.  Page 2 of this document lists the terms of your signed agreement.


Thank you,

********* ******
Member Accounting Manager

5/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a member for three months now and i tried to cancel my membership because i cannot afford the payments. I have called and told then i cannot make it there 24 times to cancel with no fee and i cannot afford the 500 dollar cancelation fee. Everytime they take money out of my bank account it is always a different amount never ever consitant and i have called many times and asked questions and read a lot online about people having the same complaint and i cannot afford the payments. I am being honest when i say that i do not need to visit the alaska club 24 times before i knew it was not the place for me and now i am stuck paying money leaving me with twenty dollars all month long. In two more month they would have already taken five hundred dollars from me which will equal their five hundred dollar cancellation fee and they wont except that as a payment when i havent even been able to make it there more than 7 times in 3 months that is not worth my money. This payment monthly is half of my paycheck because i dont have a high paying job.

Desired Settlement: I cannot make it 24 times to cancel and they will continue taking money from me which has become unacceptable. I will have to cancel my credit card.

Business Response:

Dear ******,
 
I'm very sorry that you're experiencing some financial difficulties at this time.  I'd like to work with you and offer an exception to extend the time required to use the membership at least 24 different days.  At this time, I show you have a total of 6 visits logged on your account, so please be sure you are using your scan card when entering the club.  We only go by your visits that are logged on your account and they are only logged with your scan card.  If for some reason you do not have your scan card with you, you must ask the staff member at our Support Desk to check you in manually.
 
This will at least help you cancel your membership without penalty and May would be your final month that you will be expected to pay for.  I'm reviewing your transaction history and notice we have drafted the same amount for April and May.  Your March draft was a little less because you received your first 30 days free, which included the first couple of days in March.
 
I do understand that it may not take everyone 24 different times to use the membership before determining the membership is not the right fit for them.  However, the addendum (see attached) that we have initialed and signed specify these terms and conditions as a requirement to cancel under our 90-day Comfort Guarantee.

I sent you an email on 5/8/15 with most of this same information, so feel free to email or call me directly if you have any questions or if you are interested in finding out more about filing a petition for an exception due to financial hardship.


Warm Regards,

********* ******
Member Accounting Manager

***SUPPORTING DOCUMENTS REDACTED BY BBB***
 

5/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Alaska Club uses deceptive business practices, to literally lock its customers into one year contracts with a significant cancellation clause. Furthermore, asking customers to sign an agreement without the membership fees being disclosed and then requiring signing an Agreement for Payment of Membership Account, which also is missing a monthly membership amount, is no different than asking for blank checks.Alaska Club does not disclose membership rates publicly, so there is no ability to verify rates. The only rate being disclosed is a no commitment $19.99 rate.I have called the Accounting Department many times. They don't return calls, or claim they don't have the right paperwork. End result, they don't address the issues.

Desired Settlement: I believe we were quoted first month free and $85 per month for the membership. We initially signed a Personal Training Agreement, but cancelled it due to my doctor/physical therapist's recommendations.If I pay through the end of the one year commitment with the first month free, I should have been charged $935. My credit card has been charged $1,292 through March 5, 2015. Therefore, I should bee issued a refund of $357 for the overcharges.

Business Response:

Dear Mrs. *********,

Thank you for your feedback and I'm very sorry for any frustration this has caused you.  I hope by providing the following information, this will help offer more insight regarding your membership costs.

Our membership rates are discussed during the initial appointment between the member and our Membership Coordinators.  Our coordinators have rate cards for each level of membership type that provides detailed information for each membership level.  Based on the level of membership you have, I have attached a copy of our current rate card associated with our Gold Family membership that would have been presented when the membership was purchased last year.  Each of our coordinators have a binder of these rate cards used in their membership presentations that is solely used for that purpose. 

Our monthly rates are subject to change on an annual basis, offering an explanation as to why we do not print the monthly rate on the agreement or offer this information on our website.  Information about our annual rate increase can be found on your Membership Agreement and Waiver of Claims in Article IV. Section 2.  An increase of $1 went into effect Oct. 1, 2014 for all members and was disclosed in our September 2014 newsletters that were emailed or mailed out to all members of The Alaska Club. 

Our organization offers many different promotions each month.  According to your agreement, I show that you signed up under our Corporate agreement offered to Alaska Railroad employees.  This offered $0 enrollment with your first month free.  You received your first 30 days of membership free, noted on your agreement as 6/13/14-7/13/14.   A prorated amount of $83 was billed for the month of July.  Since Aug. 2014, you have been billed the monthly rate as a Gold family member.

The Agreement for Payment form that was provided to us authorizes us to charge your membership billing to the card information provided.  The option requesting paperless statements was selected on the same form and explains that your statement is available to you online.  Members have the ability to go to our website, create their online credentials, to gain online access.

We have determined that you have been billed appropriately based on the level of membership you hold with The Alaska Club.  However, you do have options to change your membership level if you would like to reduce the monthly cost.  I would be happy to offer that information to you if you would like to contact me directly.
 

Kind Regards,

********* ******
Member Accounting Manager

***SUPPORTING DOCUMENTS REDACTED BY BBB***
 

Consumer Response:  
Complaint: ********

I am rejecting this response because:

The Alaska Club has still not provided the amounts for their membership fees. Their attachment is the same as what I provided and it does not on any form available disclose the monthly fees.  They do not return phone calls, or respond the emails sent via the membership site.   By not providing the costs publicly via their web site, or bulletin boards or at the membership desks, they are not complying with the basic business/contract principles of good faith and fair dealings. Their membership recruiting tactics are a bait and switch scheme. Since the monthly membership fee amounts are not written on the contract that the new member signs, they can literally make it any amount they desire and use the leverage of the cancellation fees to squeeze their members for outrageous amounts.
Their practices are deceitful, misleading and Alaska Club should be made to publicly post all their fees. They have gotten by with these practices for too long because of lack of competition in Alaska.  There are several new athletic clubs in town and Alaska Club is trying to stop members from comparing costs by not posting their fees.
I would join a class action lawsuit if one became available.

Sincerely,

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

Business Response:

Dear *****,

 

Thank you for your patience while we looked deeper into your concerns. 

Our membership team provides a variety of information about our different membership levels offered.  Rate sheets are provided at each presentation and made available, upon request, to anyone who has ever met with one of our trained membership staff or become a member of The Alaska Club.  I have attached a copy of our current rate cards that will give you an idea of the different membership levels offered in our Anchorage/Matsu area.

Our rates are reviewed on an annual basis, which may or may not increase.  All members have the option to make changes to their membership level, whether they are in an agreement or not.   If our initial agreement  has a rate written in, we would require our members to complete new paperwork each time they make changes to their membership level, which would serve as a huge inconvenience to them.  Some of our membership changes can be made over the phone with our Accounting office, simply because information written on their initial agreement doesn't affect their membership change.

Your records indicate that we have charged your card a total of $1,287 since July 2014.  Effective Oct 1st, the family rate increased from $138 to $139/month, so a total refund of $352 will be issued back to your card that we had on file.

On behalf of The Alaska Club, I would like to apologize again for any confusion that you may have experienced.

 


Sincerely,

********* ******
Member Accounting Manager

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. Alaska Club issued a credit in the amount of $352 to my credit card and indicated that our membership has been cancelled.  

Unfortunately, Alaska Club still requires all new members to meet with their Team in order to see the  various membership rates. I have tried to contact Alaska Club many times to understand what I was being charged for.  Why were we being charged the Family Rate and not as a couple?  The rates provided might be the current rates, but we were not given a copy of the rate sheet when we signed up.  Alaska Club should be required to post all their rates on their web site and new members rates should be written on the contract.  If they are so concerned about member convenience, there should be a clause discussing what are acceptable methods for changing the membership rates. (via email, letter, Alaska Club member portal, etc.)



Sincerely,

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

4/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I thought I'd be getting a credit back on my credit card by now since I emailed the accounting dept about the invalid charge on Apr 11th. Since I didn't receive a reply, I called to confirm on Apr 13th. All of this occurred even though I emailed to cancel my membership on Mar 13th. Attempts to correct this has been ignored by the staff at Alaska Club.

Desired Settlement: To serve as a warning to future consumers, encourage AK Club to improve its business processes, and to get a refund via Credit Card Credit.

Business Response:

Dear Mr. ******,

I've reviewed your concerns and have addressed them with my staff to insure that our member requests are being responded and processed in a timely manner.  We strive to meet this expectation and unfortunately, we did fall short with the service that was provided to you.

I would like to apologize on behalf of our Accounting department for the time and effort you spent looking in to this.

I do show that a refund has since been processed back to your card, but if your records do not reflect this refund within the next 1-2 business days, please feel free to contact me directly.

 

Kind Regards,

 

Genevieve A*****

Member Accounting Manager

 

Consumer Response:  
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.

Sincerely,

** ******

4/25/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: U was charged a $ 800 cancellation fee and the sent to a credit company when the wouldn't give me the opertunity to work things out

Desired Settlement: I would like it taken off my credit report and the I would like to pay the remaining balance

Business Response:

Dear Mr. ********,

Thank you for your inquiry.  Our records indicate that you purchased a membership with The Alaska Club on 10/25/2008 with a 12-month commitment thru 10/25/2009.  We received a call from you on 3/25/2009 inquiring about both reinstating your account or setting up a payment plan on the final balance, and that our office would be contacted within a week.

Unfortunately, it doesn't appear we received a payment from you before the account was sent to collections at the end of April 2009.  I would be happy to look into this further if your records reflect a payment was made between 3/25/2009 and 4/30/2009 to The Alaska Club.

If you are interested in setting up payment arrangements towards your balance, you may contact the collection agency directly to have this setup in their system.


Kind Regards,

********* ******
Member Accounting Manager
The Alaska Club

 

 

4/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint:

Find attached a copy of The Alaska Club statement as referenced above indicating a 30 day balance of $40.00. Find also attached a copy of a letter from ****** ********, The Alaska Club Members Cancellations dated December 13, 2014 indicating that the account ******* is canceled. This account was pre-paid for a 12 month membership period which ended on January 14, 2015. At the time of cancellation there should have been a $6.00 credit on the account. Please remove this account as was instructed on Wednesday, December 10, 2014 email to ******* ******* (also attached). Please remove any balance that you believe owed prior to closing this account which was closed ineffectively on January 14, 2015. I have copied this request and documents to both the Federal Trade Commission northwest Region and the Better Business Bureau of Alaska as a complaint against The Alaska Club. Thank you ****** * **********

 

?***SUPPORTING DOCUMENTS REDACTED BY BBB***

Desired Settlement: see Attached document

Business Response:

Dear Mr. **********,

Thank you for your feedback, it is valuable and appreciated.  I'd like to offer my apologies for the delay with reaching out to you concerning your complaint.  I have also reviewed this scenario with my staff and have offered coaching to all staff members to avoid this misunderstanding in the future.   Our guidelines for memberships that are paid a year in advance are typically to clear the balance once the member notifies us of their intent to cancel at their commitment date.  This was not recognized as soon as it should have been, when your email was received on Dec. 10th.

Your past membership reflects a zero balance and I'm very sorry for any frustration and inconvenience this may have caused. 



Sincerely,
 
********* ******
Member Accounting Manager    

Consumer Response:  
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.

Sincerely,

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

2/10/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I Did not renew my membership when the Alaska Club bought out my previous health club. We were told when they became the owners that we would have the option to discontinue our memberships and that the old contracts would be in place. They began sending me automatic statements. It was a struggle to get them to honor my previous contract and even after it was said to be resolved I still was getting billed. It was only after I threatened litigation have they promised to fix the problem. This dispute has been ongoing since August 2014. They have been very rude when I have contacted them by phone and not responded to my emails when the problem persisted.

Desired Settlement: I would like their bullying practices with regards to billing noted to give others a warning.

Business Response: Initial Business Response /* (1000, 5, 2014/12/10) */ December 10, 2014 RE: Case# XXXXXXXX To Whom It May Concern: Our records indicate that Ms. ***** did contact us in October to inquire about her membership cancellation. Ms. ***** was set to cancel effective the date she prepaid with **** ******** Unfortunately in this case, an error occurred, which resulted in Ms. ***** receiving a statement reflecting she owed dues charged past 9/12/14. All former **** members that decided to keep their membership with The Alaska Club were held to the terms and conditions written in their **** agreements. In response to Ms. *****'s letter received in our office on 12/5/14, I called her to offer my apologies that this error occurred and confirmed that the balance has been cleared on her cancelled membership. On behalf of The Alaska Club, I would like to offer my apologies again for any inconvenience this *** have caused. Sincerely, ********* ****** Member Accounting Manager Initial Consumer Rebuttal /* (3000, 7, 2014/12/19) */ Even after all the assurances that my account has been canceled, I received a collection call from the Alaska Club's accounting department. I have now hired an attorney to resolve the harassment by the accounting department and the Alaska Club as a whole. Final Business Response /* (4000, 12, 2015/01/27) */ January 27, 2015 RE: Case# XXXXXXXX Dear Mrs. *****, I understand your frustration and regret that this has been such a negative experience for you. It was certainly not our intention to harass you in any way. After investigating what *** have occurred, it appears our auto dial file had been created prior to the adjustments posting to your account to clear the balance. Once this file was created, it scheduled the automated phone call and a letter generated. In the meantime, my adjustments were posting to reverse all invalid charges. It's an unfortunate timing error on our part and I apologize that wasn't caught before you received the notifications. I'm very sorry that you have had to spend your time on this. I understand that your time is valuable and appreciate your patience and understanding. In an effort to assure that you do not receive any correspondence from The Alaska Club in the future, I have removed all of your contact information from our system. Sincerest Regards, ********* ****** Member Accounting Manager

1/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I never had a membership with THE ALASKA CLUB but they say i o them $669 dollars they even confirmed i never checked in there club.

Desired Settlement: to have this remove from my credit report

Business Response: Initial Business Response /* (1000, 5, 2014/11/26) */ November 26, 2014 RE: Case# XXXXXXXX To Whom It *** Concern: Our records indicate that Mr. ***** contacted us on Nov. 25, 2014 in regards to his membership that was cancelled in Sept. 2013. According to account notes, efforts to contact Mr. ***** throughout the duration of the membership were unanswered. Mr. ***** expressed the same concerns yesterday with our Collections Specialist. The agreement we have on file does have identifying factors, such as SSN and ***. In addition to the agreement, we also have an Agreement for Payment form signed that included a credit card number and the option for paperless statements. Mr. ***** explained that he disputes signing the paperwork and our Collections Specialist advised Mr. ***** that he is more than welcome to submit a letter of request along with a photocopy of his ID and we can have it reviewed by upper management when the information is provided. In the meantime, The Alaska Club will request to have the collection account placed in a pending status for 30 days, to allow Mr. ***** time to provide this information to us. Sincerely, ********* ****** Member Accounting Manager Initial Consumer Rebuttal /* (3000, 7, 2014/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never had a membership at the Alaska club. When confronted with all the information it didn't math with mine i never worked for *** I never lived at the address that was given, and the card number read back was not my card number. and they did not have the right phone number so how did they call me. if i was to sign up for a membership at the Alaska club they would have a copy of my id.and they would have took pic of me for my acct i do have friends that go there so i do know there policy how do you charge someone all most 700 dollars when i never took one step in your club Final Consumer Response /* (4200, 11, 2014/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) You have not given me a reason on why I need to send my ID if I was a member like you clam you would have copy of it all ready right ? You would have taken my pic the min I walk in for the first time right? If you don't take this off my credit report in 30 days I will stand out side of the Alaska club and let everyone that goes in know about your scams Complaint Response Date bumped because: Holiday Final Business Response /* (4000, 13, 2014/12/30) */ December 30, 2014 RE: Case# XXXXXXXX Dear Mr. *****, The purpose of requesting a photocopy of your ID is to compare it to what we have on file, application and signatures. We do not make copies of photo IDs unless someone is joining specifically under a Corporate agreement or it is being supplied as a form of proof of move. Our memberships are activated effective the date our membership agreements are signed. As most everyone's schedules vary, scan cards are the responsibility of our members to activate and can be done so at any time and at any of our clubs. Sincerely, ********* ****** Member Accounting Manager

1/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First thanx a lot for your help .. On July 2014 I made a contract with the Alaska club for 3 months and I paid for all the 3 months the same day that I did the contract I told them am going to be traveling after the 3 months which I did also but way earlier then that .... What happens was after I came back after a week from my traveling I found out that I have a bill for another 3moths that I didn't know about it or even used it which I personally think I have been tricked with that contract and maybe because they though am foreigner they could just fool me ...

Desired Settlement: I need that contract to be ended up and am not paying for something I haven't used .. And am thankful for your help

Business Response: Initial Business Response /* (1000, 5, 2014/12/19) */ December 19, 2014 RE: Case# XXXXXXXX To Whom It May Concern: Our records indicate that ***** signed into a 12-month agreement with The Alaska Club on July 6, 2014, which also offers a 90-day Comfort Guarantee. The 90 day Comfort Guarantee reads as follows: THIS 90-DAY COMFORT GUARANTEE DOES NOT APPLY TO ANYONE WHO HAS PREVIOUSLY BEEN A MEMBER OF THE ALASKA CLUB. " I understand that this membership *** be cancelled with no cancellation fee between 90 and 100 days from the effective membership date if I am not satisfied with The Alaska Club. To qualify for this guarantee, some combination of the members on the membership must check in with an activated scan card and exercise at least24 separate days during the 1st through 90th day. Only one check in per day per individual/family member will be counted toward this total. Scan card activation is my responsibility and may be done at any check in area at any club. Cancellation must be in writing and delivered to the Member Accounting Department between the 90th and 100th day of membership. All dues and charges must be paid in full to utilize this guarantee. No refunds of enrollment fees will be given. I also understand that there will be no deviation or allowances for any reason from the required number of 24 visits and that only visits after card activation are valid toward this total. " ***** contacted our office several times to inquire about his bill and our staff has explained that he is not eligible to use the 90-day Comfort Guarantee because he fell short of the 24 visit requirement needed by Oct. 6, 2014. We have determined that based on the terms and conditions outlined in the membership application and agreement that ***** initialed and signed, he has been billed correctly. Sincerely, ********* ****** Member Accounting Manager

12/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 900 dollar personal training contract,and after attempting several personal training sessions the initial personal trainer injured my knee. After speaking with management I requested a different trainer. That second trainer quit. The personal training department failed to contact me within adequate time. Over five days passed without hearing from the personal trainers department. When I attempted to resolve the scheduling issues,The management for the trainers department canceled my contract because they were unable to locate a trainer and charged my account, Well over 240 dollars onto my American express. I then contacted the trainers department to try to locate an adequate trainer and reinstate the contract while trying to resolve the issue with the regional manager for all of Alaska.unfortunately the regional manager for all of Alaska took it upon himself to isolate me in an office while falsely accusing me of behaving aberrantly and outside the normal protocol for filing a complaint. At this point I felt it would be most appropriate to file a complaint with the better business bureau.

Desired Settlement: I as a customer am seeking an adequate trainer who will train me appropriately from the first session through the last session, and since my sessions were interrupted I am seeking to train all 18 sessions for the agreed price of $900.furthermore I feel I should not have to pay for poor planning on behalf of Alaska club's personal training department.

Business Response: Initial Business Response /* (1000, 5, 2014/11/21) */ November 21, 2014 RE: Case# XXXXXXXX To Whom It May Concern: In an effort to help resolve Mr. *******'s complaint, our Management Team has reviewed this and have the following response: The Alaska Club has recently hired a new trainer to join our West personal training team effective Dec. 1st. We are very hopeful that he will meet Mr. *******'s expectations both as a trainer and with scheduling. To allow Mr. ******* the opportunity to determine this for himself, we would like to extend to him a one-hour complimentary training session that can be scheduled after Dec. 1st. Mr. ******* will be contacted by our new trainer to schedule the complimentary session. In addition, we are crediting back all sessions that Mr. ******* used and issuing a full refund back to his credit cards that were used to pay for these sessions. Our personal training package formats have changed since Mr. ******* rejoined The Alaska Club in September, however, after Mr. ******* meets with our new trainer, we would allow Mr. ******* the option to purchase the same package he was originally offered as a courtesy or he is welcome to view our other package options available. The Alaska Club would like to apologize for the negative service that Mr. ******* experienced. Sincerely, ********* ****** Member Accounting Manager

11/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my one year membership (began in July 2013) by providing a 30 day written notice sent by mail in June 2014. They LOST my 30 day notice. I sent an additional notice in July 2014 after they lost my previous notice. I called their department. I was currently paying $120.00/mo for the membership. I then noticed two charges on my credit card totalling $344.10. Two monthly payments had they continued charging would not equal this. I called and asked them what the charges were for, they would NOT explain it. I spent several hours collectively on the phone with them. They REFUSED to let me speak with a manager. They finally told me the additional charges were for the second personal training package. I NEVER purchased this service. We purchased a single training package as part of our start up fee for $60/session for a total of 10 sessions. This had been over for several months. They refused to correct the error. Refused to speak with me about what could be done to fix it. I spoke with ****, as the charges were done to my credit card, visa then refused payment. Now I am being billed and threatened with collections from the AK club.

Desired Settlement: I want them to cease trying to bill me for additional services and for months that I did not purchase. I have never experienced such horrible customer service.

Business Response: Initial Business Response /* (1000, 5, 2014/10/28) */ October 28, 2014 RE: Case# XXXXXXXX To Whom It *** Concern: Our records indicate that we received a voluntary cancellation from ****** on July 3, 2014 requesting to cancel her membership at the end of her commitment date, Aug. 13, 2014. For the month of August, I show we billed prorated dues for August and personal training installments on 2 different packages. Upon voluntary cancellation of her club membership, that also cancels the financing option selected for the 2 personal training packages signed for and all sessions used. The remaining balances owed on both packages that had not been billed out in installments were charged in full when we processed September's billing. ********* transaction history shows that she disputed the credit card drafts for the months of August and September, which have now been charged back to her member account as due and payable now. Upon reviewed of recent notes on this account, it appears that Keagan was provided the above information when she contacted our office on Oct. 21, 2014. Sincerely, ********* ****** Member Accounting Manager

11/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ********* ****** (Anchorage) and ****** (Fairbanks) have both attempted to collect on a debt not owed. We attempted to cancel membership many, many times and continued collection attempts have been made. We called, we e-mailed and finally we were given a non-binding contract copy and were told we cancelled "improperly." We were given a copy of a contract with a generic back page 2 that we never signed nor initialed nor received a copy of. They say we agreed to the small print on a page we never saw.

Desired Settlement: We would like them to stop sending us bills for services we did not use.

Business Response: Initial Business Response /* (1000, 5, 2014/10/02) */ October 2, 2014 RE: Case ID XXXXXXXX To Whom It May Concern: Mr. ***** signed up for a month to month family membership on Dec. 31, 2013 that comes with a 60-day written requirement to cancel. Mr. *****'s member notes reflect he first contacted Member Accounting on May 8, 2014 to request downgrading his membership after his family moved. He also inquired about how to cancel the membership. Mr. ***** was explained his 60-day cancel that is required in writing and he made no dispute of this policy during the conversation. I provided Mr. ***** with a recording of this call as well as the following email sent by our representative that details how to effectively cancel his membership: Original Message From: ****** ********* Sent: Thursday, May 08, XXXX X:XX PM To: '**************@hotmail.com' Subject: Your Alaska Club Account FXXXXXX Dear ***, As you and I discussed over the phone, your membership requires a 60 day written notice to cancel. Your membership will not be processed to cancel until you submit your written notice to Member Accounting. Your membership will be set to cancel 60 days from the date it's received. Verbal cancellations are not accepted. I have attached a cancellation form to be completed and returned to Member Accounting. You can scan the completed form to **********@thealaskaclub.com, fax the completed form, or you can drop it off at our Member Accounting office located at the East club. We are open M-F: 7-6 and Saturdays from 9-1. Due to the high volume of incoming and outgoing faxes received on a daily basis, we advise you contact Member Accounting immediately at (XXX) XXX-XXXX to confirm receipt of your fax or if you do not receive a cancel confirmation letter in the mail within 5-7 business days. ****** ********* Member Accounting Phone:XXX-XXX-XXXX Fax: XXX-XXX-XXXX A copy of the original paperwork that Mr. ***** signed has been provided to him as well as any recorded calls that we have found that occurred between Mr. ***** and our Accounting office. Our Membership application is one form that is 2-sided with 2 carbon copies attached that are also 2-sided. Our application includes our waiver and terms, written on the front and back of the application. The front of the application is dated and signed by Mr. *****, acknowledging that he understood and agreed to the terms. Yellow and/or pink carbon copies are given to all members and due to the length of time that has passed ***** Mr. ***** joined, it is likely that Mr. ***** may not have these copies any longer. Based on the date that we received Mr. *****'s first written request on July 14, 2014, Mr. *****'s cancellation was processed according to his agreement. Members are not billed based on usage, their membership cancellation is processed based on the date their cancellation is received. Upon receipt of Mr. *****'s dispute letter in August, he has alleged that he originally cancelled his membership in February. This was not mentioned during the conversation he had with our Accounting office in May. After reviewing all incoming calls from our Fairbanks kiosk during the month of February, I did not find a call from Mr. *****. We have been in recent email discussions with **** and have declined their settlement offer of $75.00. However, we have agreed to waive all fees attached to the balance, leaving a final balance owed of $254.20. Regards, ********* ****** Member Accounting Manager Initial Consumer Rebuttal /* (3000, 7, 2014/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) On December 31, 2013, a monthly family membership was purchased; however, there was no 60-day cancellation policy agreement. We did not sign, date or initial anything stating we agreed to a 60-day written cancellation notice. A 60-day cancellation policy was not explained to us at the time of sign-up nor was anything given to us showing that a 60 day elusive journey would be required if we ever wanted to stop automatic credit card payments. When we asked for a copy of the membership application months later, only a copy of page one was in the computer system and a "standard" possible back page was dug out of a "SEPARATE" filing cabinet in the Fairbanks office. Nothing to date showing that we agreed to any back page (signed, initialed or notes showing we received a copy) has been produced by Alaska Club. This is why we did not know about their elusive 60-day policy. We have acknowledged all along all terms and conditions contained on page 1 of the page we agreed to, signed and dated. However, we do not agree with terms of a page we never saw. We do not agree to a page we never signed. We do not agree to a page we never received a copy of when we first made our agreement. It was their obligation to notify us of the 60-day policy when we first signed up so we could have made an informed decision on whether or not to use their services. We offered $75.00 to Alaska Club to show a good faith effort to put an end to this, not because we believe we owe them $75.00. We want to settle the matter. Their billing practices are deceptive. They have spent a lot of time transferring us on the phone and conveniently can only find things that would draw out the ability to charge more money, even though they were fully aware of the situation and the desire we had to cancel our account as early as February, 2014. Thank you for your consideration. Final Business Response /* (4000, 9, 2014/10/20) */ October 20, 2014 RE: Case ID XXXXXXXX To Whom It May Concern: As mentioned before, ********* was provided a copy of a recorded phone call in May, acknowledging that he understood we required a 60-day written notice from him in order to cancel his membership. *** ***** made no mention during this phone call that he has attempted to cancel his membership since February. The application that *** ***** signed is a 2-sided form, printing on both front and back. Our Membership Agreement and Waiver of Claims begins on the front side and continues to the back on the same form that *** ***** signed and dated. In Article VI. Termination of Membership Section 1. Voluntary Resignation, it reads: Member may resign from The Alaska Club by giving 60 days advance written notice to the Club and paying all dues or other charges outstanding. Voluntary resignation shall not be deemed effective until after the expiration of the 60-day notice period and after all required payments have been made to the Club. Subsequent to voluntary resignation, the member shall not be subject to any further dues or other charges. Non-use of the Club is not considered notice of cancellation. *** ***** was provided copies of the forms that he signed, acknowledging that he agreed and understood these the terms written in the Membership Agreement. However, in an effort to resolve this matter, The Alaska Club will agree to split the balance, reducing the final balance to $122.10. Regards, ********* ****** Member Accounting Manager

8/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I filed a complaint against an employee for his behavior. When I was called in regards to this complaint I told them that I didn't want this person to get into trouble and I just wanted his behavior to improve. When I attempted to explain this to his immediate supervisor he got angry and told me to stop coming by his office. I tried speaking to the membership sales manager and she threatened to suspend my membership for my behavior. I told her not to do that unless thay had a very good attorney she had me escorted off the property by the first manager I spoke to and they revolked my membership.

Desired Settlement: I would like my membership to be reinstated.

Business Response: Initial Business Response /* (1000, 7, 2014/08/14) */ August 14, 2014 RE: Case ID XXXXXXXX To Whom It May Concern: This has become a legal issue and is being handled by our attorney. This case will be resolved thru the court system. Thank you, ********* ****** Member Accounting Manager

8/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I gave a written resignation to Alaska Club, per their policy. Their employee gave me written confirmation of the resignation. However, they continue to charge me and they deny that they received written resignation.

Desired Settlement: I want them to stop billing me, and stop threatening to damage my credit. I want a written apology.

Business Response: Initial Business Response /* (1000, 6, 2014/07/31) */ July 31, 2014 Dear Ms. *****, After reviewing this, it has been determined that a step was missed and your cancellation did not get processed in our system as it should have been after confirmation email was sent. Your proof of move has been received and your membership has been paid in full. Please disregard a I apologize for any inconvenience this may have caused. Kind Regards, ********* ****** Member Accounting Manager

8/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I joined as a member in January 9, 2014. Outside sales manager, ***** **** (XXX-XXX-XXXX) was notified that I would be moving to Kotzebue Alaska in June and would need to cancel the policy at that time. he reviewed the policy clause statingstating "after 6 months, if a member moves more than 40 miles from any location (Kotzebue is 571 air miles from Anchorage) of the club, the Alaska Club will waive the normal cancellation fee if proof of move is provided The proof is written certification of a new residence, such as a lease, deed or utility bill." He assured me cancellation would not be an issue. The proof provided was 1. Change of address confirmation from*****, 2)***************** ****************,for house **** Kotzebue, Alaska, and 3) Bank cover envelope noting change of address was provided,via fax, on June 26, 2014. July 10, I received a bill for the $500 cancellation fee I was assured would be waived with the appropriate documentation.

Desired Settlement: I want the Alaska Club to 1) honor the assurance I received from ***** **** when I joined that the with proof of moving the cancellation fee would waived, 2)the cancellation clause to be honored, and 3)provide written notice of receipt of appropriate documentation and waiver of the $500 cancellation fee.

Business Response: Initial Business Response /* (1000, 5, 2014/07/15) */ July 15, 2014 RE: Case# XXXXXXXX To Whom It May Concern: We are in receipt of**** *********** acceptable proof of move and an adjustment has been made to reverse the cancel fee of $500. The remaining balance owed on the account shows a total of $342.00. This includes prorated dues for the month of July and remainder of personal training installments that have not yet been billed. I would like to apologize on behalf of The Alaska Club for any inconvenience this may have caused. Kind Regards, ********* ****** Member Accounting Manager Initial Consumer Rebuttal /* (3000, 7, 2014/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The office of the Alaska Club was advised of my move in May and the contract was to end the first week of July, honoring the 6 months enrollment min. The personal trainer fees were deducted and paid in full as the 10 sessions concluded in April. If anything, I owe the Alaska Club for 1 week of dues, Final Business Response /* (4000, 12, 2014/08/05) */ August 5, 2014 RE: Case# XXXXXXXX To Whom It May Concern: The breakdown below may help in explaining what the final balance consists of. Mrs. *********** membership was indeed cancelled effective July 9, 2014. The final balance of $324 includes prorated dues of $27 for the month of July. Mrs. *********** results membership included a personal training package of 12 sessions, at the reduced rate of $540. This was billed in $45/monthly installments. When Mrs. *********** cancellation was received and processed, she had only been billed a total of 5 monthly installments ($225). This left a difference of $315 that was charged out in full since all 12 personal training sessions were used. Kind Regards, ********* ****** Final Consumer Response /* (2000, 14, 2014/08/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

8/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Was a regular using member of the Alaska Club for many years (10 or more. Each time I used facilities, I swiped a user card supplied by Alaska Club. My employer many years ago took over the account and paid the fees as a corporate benefit. This was while I was an employee. In fact, I was a management employee who recommended to ownership that they provide such benefit to all employees, and several employees are currently using said benefit. I retired in early October 2012, and ceased using the service sometime during that month to the best of my memory. At that time I do recall telling the desk attendant that I was cancelling. I do not recollect signing anything at that time but I may have. Who knows what other items the attendant may have been dealing with at that time. In either case, my use of the facilities, and the provision of any services whatever by Alaska Club ceased on or before November 1, 2012. There are no such clubs in Willow, Alaska, or I might have taken on maintenance of the corporate membership. In fact my company asked me in April 2014 if I was still using said membership. They probably would have continued providing it for me, had I requested. When I told them I thought I had closed it out long ago, the accounting department evidently ceased paying on my behalf. I had every reason to believe that cancels my membership, as I had not stepped foot on the door in over 18 months. A month or two later I get an invoice from Alaska Club charging me monthly dues and late fees. I called the accounting department two times. The first time they refused to cancel the fees and the membership. I was asked to send an email describing the circumstances, and they were going to take it to management. I pointed out that they had already benefited over 17 months ($1500 plus) from my former employer without providing any services. If any services were provided, they would be noted on swipe card data. I received no response or even acknowledgement to this email. Another postal mailing came in adding late fees and monthly dues. I called again and indicated to them that I was not using the services, had not done so in many months, and asked that they zero the account and quit sending me bills. I was told that I have a membership that becomes active when the employer ceased to pay. Who knows what kind of fine print was signed 10-12 years ago when I signed up. No one contacted me to ask about my membership when payments ceased. No one bothered to look to see if I was actively using the account. The easy way out is to just keep on charging and put the burden on the consumer, but it is the wrong way. Anyone in the accounting dept could have given me a call or sent me a note asking if I wanted to continue the service. No one did. I am afraid I got pretty mad about the matter with the last person I spoke to.

Desired Settlement: Zero out the account ($190 inc late fees), and leave me alone. I do not appreciate being dunned for services not provided. I appreciate less the rush to judgement, the non response, the late fees and collections activity, as these circumstances should clearly indicate that they have already been unjustly enriched at the expense of my former employer. As a many year user of the services I did not expec this kind of treatment from the Alaska Club

Business Response: Initial Business Response /* (1000, 5, 2014/07/22) */ July 22, 2014 RE: Case# XXXXXXXX To Whom It May Concern: We are in receipt of Mr. *********'s complaint and have adjusted the balance down to zero. The following email was also sent to Mr. ********* this afternoon: Original Message From: ********* ****** Sent: Tuesday, July 22, XXXX X:XX PM To: '******@yahoo.com' Subject: RE: My long terminated membership at the Alaska Club Hello Mr. *********, I have submitted adjustments to clear the balance. Please disregard any billing statements from The Alaska Club that reflect an amount owed. I have removed your address and contact information, per your request, so you do not receive future mailers from The Alaska Club. My apologies for any inconvenience this may have caused. Sincerely, ********* ****** Member Accounting Manager

7/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 3/28/14 alaska club rep promoted membership. Membership fees and dues were not fully explained nor disclosed on membership application. on 4-4-14 ak club corporate made memo change to application. I informed ak club rep I was unable to participate in membership until June 2014. It was implied I would not be billed for any membership services until June when able to participate. Application has changes to effective date initialed by RAB but not by myself authorizing. Billed 216.00 for april, may and only fees and dues disclosed on application were $29.00. Upon discovery of un authorized premature effective date I cancelled 4-16-2014 with rep ********** who stated no dues or fees would apply. On 6-4 I received statement for 216.00 w/ $143.00 past due 30 days. On 6-5 made payment of $143.00 to past due and $4.00 towards june, as it was explained acct would be turned into cornerstone. This business practice is deceptive. Never set one foot in club to use service and specified clearly I would not incur exp or use service til june, and told that was not a problem. also notified ak club of my physical address and contact number, only to recieve call and bills to my place of employment.

Desired Settlement: Full refund for $143.00 and $4.00 paid 6-5 and any remaining balance to be waived.

Business Response: Initial Business Response /* (1000, 7, 2014/06/30) */ June 30, 2014 RE: Case# XXXXXXXX To Whom It *** Concern: Upon reviewing Mr. ********'s account notes, we have record that he called our Accounting office on 4/16/14 requesting to cancel his membership. For quality assurance, we reviewed this call to determine when this dispute evolved. Mr. ******** is heard requesting information on how to cancel his membership. Our representative explained to Mr. ******** that his join date reflects as 4/6/2014 and we require from him a 60-day written notice. Mr. ******** acknowledged that he understood these terms. Mr. ******** made no dispute of the membership or the requirement to pay through 6/6/14. In addition, we requested Mr. ******** scan a copy of his forms that were signed, to compare with what we have in our files. From what we gathered, the representative's initials next to the effective date are also present on his paperwork he scanned. It would appear that Mr. ******** was given a copy of his agreement reflecting any changes afterwards, not prior. Based on the above information, Mr. ******** will be held to the original terms of his membership agreement. Kind Regards, ********* ****** Member Accounting Manager Initial Consumer Rebuttal /* (3000, 9, 2014/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Alaska Clubs tactics are pathetic. Sales rep lied and misrepresented membership as not billed until actual begin date outlined by myself of June! ***** do not even acknowledge Alaska Club Collections as they are well known to be fraudulent and scam based. Many aspects of my complaint were not even addressed. Most importantly no where in the scam based contract were actual real cost and fees. *********'s professionalism and commitment to customer service is very poor and clearly the goal of club is to sign people via misleading tactics only to produce income via collections. This case is clearly merits refund based on numerous facts. I want a satisfactory response and refund. Until I get it I will pursue all means neccesarry which includes poor word of mouth to friends, family, co workers, google reviews, and civil action. Alaska Club, you lied. Final Consumer Response /* (4200, 13, 2014/07/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Respondent has yet to answer complaint in reference to fact sales agent *** was told "I wished to start membership in June" It appears mngt has not cross examined *** and/or obtained statement of this fact. Response to adulterated contract effective date not satisfactory. Response to deceptive sales practice not responded to. No response was provided as to membership agreement not itemizing memberships fees and dues, and fact that I was invoiced fees in excess of what was on contract. ********* ****** Member Accounting Manager just evading what is already commonly known about The Alaska Club SCam I do request copy of recorded call. Final Business Response /* (4000, 21, 2014/07/15) */ July 15, 2014 RE: Case# XXXXXXXX I have forwarded Mr. ********'s remarks concerning the phone call he described to our Marketing Department. Although, Mr. ********'s number may have been included in a report run on past members, to promote the current promotion we are having. Mr. ******** was charged membership dues based on the date we received his cancel notice. An early cancel fee would not apply because he chose not to sign into a 12 or 24 month agreement. His only requirement was to provide at least 60-days advance written notice to cancel his membership. The Alaska Club does find it unfortunate that Mr. ******** feels this was not handled appropriately, but our decision was based on the terms and conditions that are written in our agreement.

7/16/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have contacted the club in March of 2014 after receiving a call from my father who resides outside of the U.S when his card was attempted to be charged for the service. The bank would not allow the transaction since it was coming from a foreign country. I contacted the Alaska Club and acquired about them attempting to charge his card. I was informed that he was charged for monthly dues, I informed them that his card was blocked by the bank for unauthorized transaction and asked the club to assist in resolving this matter, since there were some miscommunication since my father doesn't speak the language and didn't understand the conditions of what he was asked to sign. He was visiting Alaska and was here for a short period of time. The Club representative informed me that my father would have to send them a written letter requesting cancelling his account. I felt like I was not heard because I just informed the representative that he doesn't speak the language and now she wanted him not only to speak it but to write it as well. I offered to stop by the office and make an international call where I may translate the conversation and he may request to cancel his account with club that he was not using. However, my offered was denied even though I offered to use my international calling card so the charges would not fall on the club. The representative told me that he has to write the letter and until then they will continue to charge him. My father is a senior citizen who was born and lives in Russia, so in addition to his natural barrier of not speaking English, he doesn't have efficiency in using computer. I contacted the club several times again, trying to find a solution and spoke with several different accounting representatives. Finally, one of the representatives told me that I can write for him and that would work. This was shocking since I asked so many times if I may cancel the account for him and only now was told that I may submit on his behalf. I wrote a letter and sent it over. Then I spoke with another representative who informed me that I should write an email explaining the situation and let the management team to review it, which I did. I was told that I would here in one week after their Wednesday's meeting, which I didn't. Therefore, I emailed back acquiring about the status. The response indicated that they reviewed my letter and accepted the cancellation letter; however, he is still responsible about those dues, plus fees, plus additional month since the original call. I began to receive letters with statements addressed to my mother, who wasn't on his card, which was also confusing, since they were charging my father but not billing to my mother. I finally got in touch of the manager and explained the situation, she was willing to drop additional late fees; however, she stated that she was not able to cancel the additional month that was added to his account since the original request. I informed her that this doesn't make sense since the practice creates a barrier for someone to cancel the account, while they didn't create any barriers to take his credit card and point to him where they want him to sigh, with clear understanding that they asked someone to sign a contract who doesn't understand the contract to begin with. This practice appears to be unethical and my experience with the accounting office gave me evidence of inconsistencies and lack of customer service. I offered them to pay for the month of March when we first became aware of the problem, but their practice created barriers and the inconsistencies of what needed to be done extended the process for which they charged again. I hope this make sense; unfortunately, it was a long journey which really didn't have to be.

Desired Settlement: I would like the club to take responsibility for their unethical practice and asking people to sigh without ensuring that the person understands the contact, especially when it is so obvious that they are asking a person who doesn't understand what they asking him to do. He didn't ask for the their service for a whole year and was pointed where to sign. Second, I am willing to take responsibility and pay for the month of March even though he was not using their service and was not residing in Alaska. However, I disagree for with their additional charges since they are as a result of the club's barriers and inconsistencies in information and practice. The account number is WXXXXX. Thank you for your consideration and assistance in this matter. Sincerely, **** *******

Business Response: Initial Business Response /* (1000, 7, 2014/07/02) */ July 2, 2014 RE: Case# XXXXXXXX To Whom It May Concern: **** and I discussed her frustrations with the cancel process directly on her parent's account. It is against our company values to sign someone up for a membership when they do not speak any English or do not have a translator accompanying them. According to our records, ****'s parents have been members of The Alaska Club a few times in the past several years. Our notes on their account reflect direct communication with staff from both Aleksey and Olga, concerning making membership changes. Although we did not receive a written notice to cancel the membership from Olga or Aleksey as of the middle of June, we approved to cancel their membership 30 days from the date **** originally called our Member Accounting office on 3/17/14. **** has agreed to a payment plan to pay off the outstanding balance owed on her parent's membership. A payment plan letter was mailed out directly to **** at her mailing address provided. Kind Regards, ********* ****** Member Accounting Manager

6/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The Alaska Club closed my club location as of January. My club membership was location specific to this Palmer club location. The Alaska club continued to bill me and collect money off my credit card with out my permission. They said I had automatically been upgraded and now will have club benefits at all Alaska club sites giving me a service I did not ask for or want. The Alaska club owes me for credit card charge from January through March. I finally cancelled my card to prevent this action by The Alaska Club.

Desired Settlement: 1. Reimbursement of charges from January through March. 2. A Paid in full receipt with Alaska Club Header. 3. A discontinuance of harassing calls by the Alaska Club

Business Response: Initial Business Response /* (1000, 5, 2014/05/29) */ *** 29, 2014 RE: Case# XXXXXXXX To Whom It May Concern: Our records show that Mr. ******** originally signed up for a Gold family membership in February 2012. Mr. ******** contacted our Accounting office early September 2013 to reduce his membership from a Gold Family to an Express Palmer member. The Alaska Club understood that the upcoming closure of our 24-hour location in ****** may affect members who used their memberships during the late evening/early morning hours. In October 2013, direct mailers were sent out to all Express Palmer members notifying them of this expected closure. All Express Palmer members were given Gold level access, at no additional cost, for one full year. This allowed our Express Palmer members the opportunity to use our newly established Palmer location (right down the road from our Express location) and our Valley Club. Mr. ******** contacted us on April 29, 2014 to inquire about direct billing fees he was charged on his most recent statement. A representative explained to him that the fees are reversible - the fees were charged due to an expired card and we had not received updated automatic payment information from him. During this same phone call, Mr. ******** inquired about cancelling his membership after refusing to update his card information and our representative explained his agreement came with a 30-day written requirement to cancel. We received a cancel notice from Mr. ******** and his membership is set to cancel effective May 31, 2014. Mr. ********'s signed Agreement for Payment of Membership Accounts reads: 3. If my Automatic Payment is returned due to closed account, stopped payment, invalid bankcard information or if my Payment has declined twice in a 12 month period, The Alaska Club will terminate my Auto Pay service and set my account up for Direct Billing to Member (related fees apply). 4. If my Automatic Payment information changes for any reason, including expiration dates, I will notify The Alaska Club of the new account information. If I fail to provide this information prior to the due date and The Alaska Club is unable to process my payment, I will be responsible for an alternative payment arrangement and any return or late fees which may result. Mr. ******** requested paperless statements, so an email was sent to Mr. ******** on February 26, 2014 notifying him of his card expiring at the end of March. The Alaska Club will agree to waive all direct billing and late fees, reducing Mr. ********'s balance to $120.00. This balance consists of club dues for the months of April and May. Regards, ********* ****** Member Accounting Manager Initial Consumer Rebuttal /* (3000, 7, 2014/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Miss ****** does not document my phone request to not be "upgraded" and to discontinue my membership with the closing of the one and only club I belonged to. Just as I contacted them in October of 2013 BY PHONE to reduce my membership I did in December to cancel my membership. The Alaska Club Continued to bill me for services I did not partake in and that were unavailable. This is not a contract violation by me. Do not be deceived by this. They are trying to intimidate and bully funds from consumers with undocumented closures of account upgrades. The fact is my club closed thus my contract is void. I will agree to a balance paid in full statement by the Alaska club to me with no further funds required. Final Business Response /* (4000, 9, 2014/06/12) */ June 12, 2014 RE: Case# XXXXXXXX To Whom It *** Concern: Mr. ********'s membership came with a 30-day written requirement to cancel his membership. This is written into his Addendum to Membership Agreement with 12-month Membership Commitment form that Mr. ******** agreed to. It reads: "After 11 months of the initial term,I *** give my 30 day written notice to terminate my membership with The Alaska Club. My voluntary resignation shall not be deemed effective until after the expiration of the 30-day notice period and after all required payments(dues and other charges)have been made by me to the Club. Subsequent to my voluntary resignation, I shall not be subject to any further dues or other charges. Non-use of the Club is not considered notice of cancellation. Written notice shall be sent to the regional office in which your home club resides:" *************** **********@thealaskaclub.com The Alaska Club **** **** ***** **** Anchorage, AK XXXXX Mr. ********'s account reflects scanned access to our Palmer Club in February 2014. When Mr. ******** called us in April, he did not dispute at this time that he had requested to cancel in December. Mr. ********'s call was to dispute the direct billing fees, which resulted in requesting to cancel. He was not happy that he was charged these fees, and requested at this time to cancel his membership. Our representative offered him our email address (as noted above). The email trail is as follows: Original Message From: ********* ****** Sent: Tuesday, April 29, XXXX X:XX PM To: *********************** Cc: ******** ***** Subject: RE: Cancel VXXXXX Dear Mr. ********, It appears the account was setup on direct billing when we didn't receive a response back to our email sent on 2/26/14 to the email address you provided in the paperless option of the form. The email served as a courtesy reminder that the card you placed on file with us was due to expire in a month. The direct billing and statement fees are entirely reversible if you'd like to update the billing information with us, I apologize for any frustration. Kind Regards, ********* ****** Member Accounting Manager The Alaska Club East P (XXX) XXX-XXXX F (XXX) XXX-XXXX **********@thealaskaclub.com www.thealaskaclub.com From: ******************************************* Sent: Tuesday, April 29, 2014 11:28:55 AM To: MAIL Accounting Subject: Cancel VXXXXX Auto forwarded by a Rule I quit! I am tired TAC raising my fees without my permission. R/S ***** ******** As a previous member who was held to these same terms, and explained our cancellation process during his past memberships, our cancel policy has required at least 30-days written notice for the past 20+ years. Mr. ******** has not been billed in error, he was billed based on the date we received his written request, dated April 29, 2014. Sincerely, ********* ****** Member Accounting Manager

6/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: March 27, 2014 The Alaska Club Member Accounting **** **** ***** **** Anchorage, AK XXXXX To whom it May Concern: On March 14th, 2014, I was at The ********* *** ****** **** with my youngest daughter. I passed *** Alaska Club kiosk and was approached by ***** ***** a salesman trying to sign folks up for memberships. I had ben curious to know how much a membership was, but was leery of signing up, because of my daughters' medical condition, as well as family issues. He showed me how much it was and I said I would have to think about it and talk it over with my husband. As I walked away, *** **** continued to pitch his reasons as to why I should sign up then and there. Most notably was, "If you don't do it now, you will never get around to doing it!" He also commented on the frozen yogurt in my daughters' hand, saying I should be spending money on being fit and healthy, not buying sweets like that. By this point, I was 20 feet away and was pretty embarrassed at his comments. Wanting them to stop and feeling ashamed, I decided to sign up, but I refused to give my credit card information. He hurried me through the paperwork, and told me that I had a 5-day, free trial membership, and if I wanted to cancel, I had to do so within those 5 days. This was a special that was going on at the time and wouldn't be offered again. My daughter was in a cast and wouldn't be out of it until the 24th of March, so he postdated the paperwork so I could still take advantage of the offer then and there. He scheduled the fitness consultation for March 25th, and I started to leave. He then called out to me, saying that I had to pay $30 for the consultation and he had to run my card for it. At this point, I felt trapped, and he ran my card. I have proof of that charge from that day. On March 24th, I received a text message reminding me of my 6pm fitness consultation for March 25th. I also received a voicemail (I was flying back from my daughters appointment out of state) from *******, the fitness consultant I had an appointment with. So, I went to my scheduled appointment, showing up 10 minutes early, and the young man at the front desk says that she's running late and to go ahead and have a seat. So I did. I sat and waited for forty minutes, watching this young man, and several others joking around and making smoothies that apparently weren't any good. Not once did he come over to me and update me. Not once did I see another employee come up looking for me. I was very repulsed by the unprofessionalism of the young man, and I had enough, so I left. I never received a temporary membership, I never received a membership, ******* hasn't called to apologize or reschedule. Seeing as I only have 5 days to cancel, I am forced to cancel without even getting a chance to experience what the club has to offer. I would hope that you could find better employees and schedule things better. Especially considering *** ******* pitch, of taking the time to sign up now or I never will. Please consider this letter my cancellation; I will not be utilizing The Alaska Club. I would also appreciate a $30 refund for the Fitness Consultation that I never received. Kind Regards, Since mailing the above letter on March 27, 2014, I have received two bills, the first was dated March 26 - just a day before I mailed the letter. I ignored the first bill because of that. After receiving the second bill this week, I called to find out why I was still being billed after I had cancelled my contract. I never even received a temporary membership! I was told that I signed a form that stated I had to send the letter registered mail, which I didn't do. I do not have a copy of such form, although I have copies of (I think) all the other forms I signed. I have kept all the forms in the folder I was given when I signed up. At this time, I have been told that I didn't cancel my membership and that I needed to email the accounting department and they would forward my complaint on to the vice president of accounting, as well as the general manager of the club I was supposed to have my fitness consultation at, and the fitness manager.

Desired Settlement: At this point I shouldn't owe a penny, as I never received a membership per the agreement signed. As well, I am owed $30 for the fitness consultation that I showed up for, that the consultant did not show up for.

Business Response: Initial Business Response /* (1000, 7, 2014/06/10) */ June 9, 2014 RE: Case# XXXXXXXX To Whom It May Concern: We are in receipt of your letter and will do our best to address the concerns you have regarding your experience with our company after joining at the mall. I am sad to report I have not been able to retrieve any details as to why you were left to sit in the lobby. I spoke with some of our Member Support Team and they didn't recall details about this particular event. At this point I can only speculate that there was some miscommunication from the desk to the Fitness Manager/PT that was supposed to conduct your fitness consultation or the error was on the part of the Fitness Manager/Trainer forgetting someone was waiting. I would not like to think there was any deliberate reason to leave you waiting and feel this may the case of poor service due to not paying attention to what was happening during your time at the club. You did mention that ******* didn't call you back to follow up on the missed appointment. However there were notes left in our tracking software on March 28th (see below copy pasted out of the system): Call Spoke With Status: changed from Open to Spoke With Note: said she showed up to consultation and no one was here to do the consultation back. She said she would call back if she has time to reschedule - kp March 28, XXXX XX:XX AM by West Consultation Calendar I was also able to find the call in our call monitoring system. I listened to the call and you mentioned a few things in the call which sound different than the statement you wrote. In the call you mentioned to the trainer that you showed up for your 6:00 appointment 10 minutes early, waited for 15 minutes, and left after no one showed up to get you. This information doesn't match what you state in your letter. None the less, there is no excuse for the trainer/Fitness Manager. At the end of the phone call you requested your money be refunded for the consultation fee. Our trainer offered you *******'s contact information, which you took, pointing you in this direction to request your refund or reschedule. Refunding your consultation fee would not have been a problem. I am in no way trying to dismiss or downplay your experience. I apologize on behalf of the employees involved and would be happy to offer your money back you paid for the consult. That is the least we can do for this poor delivery of service. That being said, I believe we have the ability to begin your fitness journey here at The Alaska Club. There are programs which we could enroll you in at no additional cost, and get you guidance and results you are looking for. Would you be willing to allow us the opportunity to set things right? Sincerely, ************* Network Personal Training Director Initial Consumer Rebuttal /* (3000, 9, 2014/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Considering I am STILL being billed, even after one mailed letter, and one emailed letter - with no response, I'm not thrilled with the prospect to do business with the Alaska Club. Had I ever received a temporary membership, I would have had at least an opportunity to use the club for 24 separate days during the 1st through the 90th day, and then cancelled with no cancellation fee. I'd be willing to pay the bill, dated April 25, 2014, of $66, and not expect a refund of the $30 consultation fee. I realize that mailing the letter without being registered mail was not proper, but I did not realize that at the time I mailed the letter. I have contacted billing, I sent emails to them and made it clear I had cancelled, and I am still being billed. Final Business Response /* (4000, 11, 2014/06/12) */ June 12, 2014 RE: Case# XXXXXXXX Dear **** ******: On behalf of The Alaska Club, I would also like to apologize for this unsatisfactory experience. Your family membership has been effectively cancelled and the balance cleared. A full refund for the fitness consultation fee will be processed back to you in the form of a check and mailed to the address we have on file. Perhaps in the near future, you may consider rejoining The Alaska Club to allow us another chance to offer the best fitness experience that we're known for. We wish you and your family nothing but the best with reaching your fitness goals! Kind Regards, ********* ****** Member Accounting Manager Final Consumer Response /* (2000, 13, 2014/06/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/29/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I was a member of "************" when I lived in Alaska. In August of 2013 I moved from Alaska to Charlotte, NC. After a phone call, it was stated I needed to fax a paper saying that I wish to cancel my account, and I did such. Apparently, The Alaska Club had purchased **** ******* and renewed my account without my permission. After the AK club calling for "non payment" I told the AK club that I had never started an account with them, nor wanted to continue with **** ******** based on me leaving state. The Alaska club wants payments up to today, and I want my money back from the alaska club for taking money from me when I have never had an account with them.

Desired Settlement: I want payment from August-Today equal to the amount charged to me. Also would like for my account to never been shown late, or non payment since I should have never paid The Alaska Club in the first place.

Business Response: Initial Business Response /* (1000, 5, 2014/04/25) */ April 25, 2014 RE: Case# XXXXXXXX To Whom It May Concern: At the time *** ******* was contacted by one of our Member Accounting representatives earlier this month, he stated he submitted his 30-day written request to cancel in August. Since this was prior to the purchase and transition from **** ******* to The Alaska Club Palmer, we contacted our current Operations Manager for The Alaska Club Palmer, who processed the cancellations for **** ******** *** *******'s file was pulled and she did not find a cancellation notice or a copy of a confirmation letter that would have been mailed out upon receipt of the notice. Although we do not have record of a written cancellation from *** *******, in an effort to help resolve this matter, we will agree to clear the outstanding balance. The account is cancelled and the balance has been cleared. Sincerely, ********* ****** Member Accounting Manager Initial Consumer Rebuttal /* (2000, 7, 2014/04/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/21/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: WHEN I SIGNED UP FOR AUTO-PAY I VERBALLY STATED I ONLY WANTED 2 MONTHS OF MEMBERSHIP, THE MINIMUM THE CONTRACT STATED. THE SALES PERSON-*******-SHOULD HAVE SAID THEN I NEEDED TO PUT IT IN WRITING AND DIDN'T. WHEN I CALLED SEVERAL WEEKS LATER TO MAKE SURE THIS WAS TAKEN CARE OF THEY SAID I NEEDED TO PUT IT IN WRITING, THEN THEY HAVE 60 DAYS TO STOP. WHAT A SCAM! NOT TO TELL ME UP FRONT, JUST SAY READ THE SMALL PRINT, EVEN THO I ASKED.

Desired Settlement: I PAID THE $100 IN QUESTION ON 4/3/14, AND WOULD LIKE IT REFUNDED.

Business Response: Initial Business Response /* (1000, 6, 2014/04/09) */ April 9, 2014 RE: Case# XXXXXXXX To Whom It May Concern: *** ****** joined The Alaska Club and chose a no commitment membership on 12/30/13. This membership type allows flexibility to those who do not want to be held to a commitment, requiring a 60-day written notice to cancel. In our Membership Agreement, Article VI. Termination of Membership, Section 1, it reads: Voluntary Resignation. Member may resign from The Alaska Club by giving 60 days advance written notice to the Club and paying all dues or other charges outstanding. Voluntary resignation shall not be deemed effective until after the expiration of the 60-day notice period and after all required payments have been made to the Club. Subsequent to voluntary resignation, the member shall not be subject to any further dues or other charges. Non-use of the Club is not considered notice of cancellation. Written notice shall be sent to the regional office in which your home club resides. *******, our Membership Manager at our South and Summit locations, recalls explaining to *** ****** that once he gets his scan card, he would need to submit in writing his request to cancel. *** ******'s membership cancel was received in our Accounting office on 1/31/14, and our office processed *** ******'s membership to cancel effective 3/31/14. *** ****** has been billed appropriately based on the terms of his membership that he agreed to. Sincerely, ********* ****** Member Accounting Manager Initial Consumer Rebuttal /* (2000, 8, 2014/04/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I didn't expect any different of a reply. They were shady when I signed up and would not confess to that now. My only comment is anyone who signs up should be careful of the auto-pay policy, because they will not explain it or help stop the contract.

4/7/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: My name is ***** I recently moved from Alaska to San Antonio this year. I called in to cancel my membership. I spoke with an individual there and I asked how do I go about canceling my membership. He explained that I would need to send an email with my name and my intent to cancel the account. I did the same day Jan 10, 2014. He also explained that I would need to pay the balance that was left. I was told it would be $110 and that would be all I needed to pay. I moved funds around since I no longer use that bank to make sure that that money is in there. To this day it has still not been taken out. I received a call a few weeks ago stating that I owed $267 dollars I explained to the gentleman that I was not told that. He said he could not waive a monthly charge and I explained that I needed to speak to someone who could then I got disconnected. I don't believe it was out of spite the gentleman I spoke to was very professional and I have worked with him in the past when my card got compromised and he helped me get my account straight.

Desired Settlement: I would just like them to honor what I was told the amount would be to pay my account. The $100 is still on the card and I absolutely authorize that to be run for the payment to be made and the account to be closed out under good terms.

Business Response: Initial Business Response /* (1000, 5, 2014/03/21) */ March 21, 2014 RE: Case# XXXXXXXX To Whom It May Concern: For quality assurance purposes, I reviewed the call that *** ****** had with our representative on January 10, 2014. *** ****** called to inquire about cancelling his membership due to moving out of state. Our representative explained we required a written notice to cancel and his membership would be cancelled 30 days from the date his notice is received. Our representative is also heard explaining to *** ****** that if he submits his written request today, February's dues would be prorated. *** ****** did not ask what his balance was during this phone call, nor did our representative tell him that $110.00 would pay his account balance in full. *** ****** contacted our office again on February 10, 2014 to inquire why his balance was $267.00. The representative explained to him that the card we have on file did not go through successfully for Dec and January and that prorated dues for February have now been billed. According to *** ******'s transactions, he has not been billed membership dues past February 10th. Based on the above details, I do not see where *** ****** has been billed in error. The card information we have on file has been removed. To avoid collections, *** ****** can contact our office directly at (XXX) XXX-XXXX on or before March 28, 2014 if he would like to pay the balance. Sincerely, ********* ****** Member Accounting Manager

4/1/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: On February 18, 2014 I called the AK Club and asked what I owed on my account, I spoke with a gentleman named ******. He told me I owed $107.48. I than paid the bill in full. ****** informed me that I would have to pay $548.00 to reinstate my membership I declined. he said that The Alaska Club cancelled my membership due to non-payment. On March 5, 2014 I received a bill from the Alaska Club for $1711.00 and some change. I called them and spoke with a lady named********** or *****. She was extremely rude and told me I had an outstanding balance with them that was past due the bill didn't even make any sense to me.********** was saying that I still owed for personal training and the cancellation fee. the personal training was 2 different amounts one for $270.00 and one for $280.00 how do you get 2 different amounts and than $800.00 for canceling when in fact they cancelled me. I didn't even finish out my personal training as my trainer was let go. Then********** said they credited my account which to me on the bill looks as they just added the money back into it. I added the Personal training and the cancellation fee a I came out with $1350.00. When I called to pay the bill with ****** non of this was brought up and had he said I would have to pay for it I would have but they sent me a bill that said I was past due? How can you have a past due bill when it shows I had just made the payment? I asked********** why didn't ****** say this to me on the Phone and maybe they should train the People in there offices on how to answer the phone and questions. I told her maybe she should just listen to the conversation and she said she was sorry I felt that way and Hung up on me.

Desired Settlement: An apology and a waiver of the cancellation fee as they cancelled me? And maybe they should take Customer Service Training as the WHOLE Company seems to need a better Attitude towards there cliental.

Business Response: Initial Business Response /* (1000, 5, 2014/03/18) */ March 17, 2014 RE: Case# XXXXXXXX To Whom It May Concern: For quality assurance purposes, I reviewed the call that both staff members had with Ms. ******* on 2/18/14 and 3/5/14. Ms. ******* called our office on 2/18/14 in response to a message that was left for her. Ms. ******* advised that she was able to pay $107.74 at this time. ****** explained that this was only the 60-day past due balance Ms. ******* was paying. ****** recognized that Ms. ******* was still within agreement with The Alaska Club through 8/16/14 and inquired whether Ms. ******* wanted to reinstate the membership. Ms. ******* confirmed that she wanted to keep the membership canceled due to medical reasons and ****** explained that in order to reinstate the account, a payment of $535.48 would need to be made. Ms. *******'s membership has remained cancelled and charged an involuntary cancel fee because the reinstate payment of $535.48 was not made prior to the due date of 2/25/14. These are the terms and conditions written in her "Addendum to Membership Agreement with 12-month Membership Commitment." Copies of the original paperwork can be provided via email, if requested. Ms. ******* contacted us on 3/5/14 after receiving her March statement, because it reflected a balance owed of $1,711.74. Our representative ******** attempted to explain what this balance consisted of and why it had been billed. Ms. ******* disputed the balance, stating that ****** told her that the payment of $107.74 would pay her account in full. After several minutes into the phone call, it sounds as if Ms. ******* ended the call abruptly. I reviewed the February phone call again and concluded that ****** did not confirm that the payment made above, nor payment of the reinstate amount, would pay the account in full. ****** did state that payments can be made towards the balance. I have reviewed this complaint with both staff members and have offered additional coaching on how this call could have been handled differently. We do strive to provide the best customer service to our members and I apologize if Ms. ******* felt that was not provided or if there was a misunderstanding. I would be willing to waive half of Ms. *******'s cancel fee, reducing the balance to $1,311.74. If needed, a 6-month payment plan can be setup by contacting our office directly at (XXX) XXX-XXXX on or before April 25, 2014. Sincerely, ********* ****** Member Accounting Manager

3/13/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: On 2/25/14 I telephoned the Alaska Club East for rates and general information for their services. The sales manager refused to discuss pricing over the phone, and rather than politely explaining that he could not discuss the pricing and that I must come in for a consult in order to obtain pricing, he began to belittled and shame me for not being willing to make an appointment to discuss pricing. More than a few times, I was told that I'm not interested in my health and well-being, or I would make the appointment to receive pricing. I declined numerous times, and the sales manager continued to employ his manipulative tactics to attempt to get me in the door. The sales manager was clearly agitated and disrespectful during the duration of the phone call. Frankly, to a new sale this behavior came across as manipulative, unpolished, burnt out and completely lacking finesse. While I can appreciate that sales persons may need to employ sales tactics to boost sales, high pressure shame and guilt tactics are undesirable and unnecessary.

Desired Settlement: It's my hope that the Alaska Club reviews their manager's behavior, and revisits his public communication and sales training to ensure these unfair tactics are not used to sell their product.

Business Response: Initial Business Response /* (1000, 5, 2014/03/10) */ March 10, 2014 RE: Case# XXXXXXXX To whom it may concern, I would like to thank you for taking the time and giving your feedback about The Alaska Club. I would also like to apologize and recognize the fact that our goal as a health and fitness organization is to help our members achieve their personal fitness goals. Our intention is not to belittle or apply unwanted tactics to make your experience undesirable. We will be reviewing the incoming calls to ensure quality assurance ongoing. The Alaska Club will take the necessary action to ensure that we deliver on a great guest and member experience. Thank you, ***** **** Regional Membership Sales Director The Alaska Club XXX-XXX-XXXX Final Consumer Response /* (2000, 7, 2014/03/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/4/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I signed up for the Alaska Club while in Anchorage thinking they would be amazing up in Fairbanks too. This winter my car had broken down and I have been hitching rides into Fairbanks to go (40 miinutes drive) I can no longer afford my membership and my car situation is still pending. The Alaska Club should have an emergency contract release clause due to extenuating circumstances. The 500 dollar fee right now to cancel is difficult. If Alaska Club truly cared about their members and retaining them they would work out a better plan to help them in special cases!

Desired Settlement: I understand there's a penalty to cancel early. I never meant to have so many vehicle and unstable finance issues when insigned up. The guy jn the mall was really persuasive and I never thought my vehicle would quit on me! I would like management to take certain issues into consideration and drop the full fee down to 120 or 200.

Business Response: Initial Business Response /* (1000, 5, 2014/02/10) */ February 10, 2014 RE: Case# XXXXXXXX To Whom It *** Concern: The Alaska Club offers a 90-day Comfort Guarantee to first time members who sign into a 12 or 24 month agreement. Our 90-day Comfort Guarantee reads: "....to qualify for this guarantee, some combination of the members on the membership must check in with an activated scan card and exercise at least 24 separate days during the 1st through 90th day. Only one check in per day per individual/family member will be counted toward this total. Scan card activation is my responsibility and may be done at any check in area at any club. Cancellation must be in writing and delivered to the Member Accounting Department between the 90th and 100th day of membership. All dues and charges must be paid in full to utilize this guarantee. No refunds of enrollment fees will be given. I also understand that there will be no deviation or allowances for any reason from the required number of 24 visits, and that only visits after card activation are valid towards this total" A representative of The Alaska Club called *** ********** on 11/29/13 in response to a membership cancellation inquiry. I reviewed the recorded phone conversation between *** ********** and our Member Accounting Representative. *** ********** did explain her hardship with not having a vehicle at that time. Our representative explained the terms of the membership that *** ********** agreed to, but also discussed our 90-day Comfort Guarantee as an option that *** ********** was eligible for. Our representative explained to *** ********** that by attempting at least 24 separate visits by Jan. 26, 2014, she can provide her written request to cancel, we will release her from the remainder of her 12-month commitment, and she would not be required to pay an early cancel fee of $500.00. At the end of the call, *** ********** was very appreciative of this information given and said this was great information. At the time *** ********** called, she would have had 59 days to attempt 24 individual visits. *** ********** contacted our office on Feb. 4, 2014 to again inquire about cancelling. After our representative reviewed the account, it was determined *** ********** had a total of 8 scanned visits. The time frame needed to attempt 24 individual visits has since expired. The Alaska Club understands circumstances may occur that are both unforeseen and unexpected. We offer a variety of options from medical releases to job loss hardships. Based on the information above, our Accounting staff provided our 90-Day Comfort Guarantee as an option for *** **********'s situation with more than enough time needed. Unfortunately the requirement was not met within the allotted time, and *** ********** is now being held to the terms of the 12-month commitment she agreed to. Sincerely, ********* ****** Member Accounting Manager Final Consumer Response /* (3000, 7, 2014/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) To Alaska Club: Upon my first visit to the club I had requested a scan card, however upon realizing I may be canceling after the 24 visits the front desk said I didn't need one and to just check in when I came. It was difficult but I still made sure I went 24 times within the allotted time frame (before 29 Jan). The front desk was often busy but I assumed they were looking me up and checking me in not just seeing my name and opening the gate! Whether it be personnel error or faulty computers, your customers shoud not have to suffer. Please take this matter into consideration as there may be others out there who are treated the same but don't care to make it known! Final Business Response /* (4000, 9, 2014/02/20) */ February 20, 2014 RE: Case# XXXXXXXX I must refer back to our 90-day Comfort Guarantee terms that states a member must check in with an activated scan card and exercise at least 24 separate times to be eligible. In addition it also states that you understand that there will be no deviation or allowances for any reason from the required number of 24 visits, and that only visits after card activation are valid towards this total. All of our Member Support Teams are trained to force the scan card issue. Otherwise they would have to manually input the member's name each time they accessed the Club. Manual entries are also tracked in our system and I do not show any on your account. Unfortunately, we cannot offer the 90-day Comfort Guarantee as a cancel option at this point, but I would be willing to make the exception and offer to you a Hardship Leave of Absence. With this option, you will be billed at a reduced rate of $16/month for the next 2 months. Normal billing will resume for the month of ***. Currently, I show your membership has been processed to cancel as a 30-day written notice since you are not eligible for our 90-day Comfort Guarantee. An early cancel fee applies and is equal to the amount of your discounted amount at signup. If you would like this cancel rescinded and placed on a Hardship LOA for both March and April, please respond before we process billing on February 26, 2014. Sincerely, ********* ****** Member Accounting Manager

1/6/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I Canceled my member ship in November 2012, as i was leaving Alaska and moving back to New york. I sent in proof of moving to avoid cancellation fees. The club states they never received my paper work stating I was moving. They state they called, but never left a voice message, sent emails, but to the wrong address, and hard mail, which never made it to me. They stated in may 2013 they were sending my fee to collections, but again I was never made aware of this. My parents who still live in Juneau got the collections notice and scanned it over to me. Upon learning this, I called Juneau Racquet Club to fix the situation, speaking with with a "*****" and next with ***************. I stated I wished to re send my proof of moving, but was told the account was to past due and they did not want to allow me to resubmit and said " I wish to end the call now"

Desired Settlement: Allow me to resend the proof of move information, and removal of the collections fee and late fees.

Business Response: Initial Business Response /* (1000, 5, 2013/12/12) */ December 12, 2013 RE: Case# XXXXXXXX To Whom It May Concern: *** ****** provided his written notification to cancel to our Juneau office on 11/9/2012. His membership was setup to cancel effective 12/6/2012. Since he was cancelling due to moving and had been a member for at least 6 months, his cancel was accepted as his 30-day written notice. He was charged pro-rated dues for December and finally an early cancel fee the following month when proof of move wasn't received by 1/6/13. In the Addendum to Membership Agreement with 12-month membership commitment, it reads: ''After six months of membership, if a member moves more than 40 miles away from any location of the Club, The Alaska Club will waive the normal cancellation fee (12 month commitment) if proof of move is provided. The proof required is written certification of a new residence, such as a lease, deed, or utility bill. The Alaska Club may independently verify this move. Written notice of cancellation 30 days in advance is also required.'' *** ****** was charged back his discount amount as an early cancel fee of $420.00 after proof of move was not received by us within 30 days of his cancellation. All letter correspondence and statements informing him of his balance and account status were mailed to the address we were provided with in Juneau. We did not receive returned mail or any notification that his mail was being forwarded to a new address. *** ****** makes mention of the paperwork that was scanned to him by his father. This document was our 90-day letter. This letter was mailed out on May 7, 2013. The letter reads: ''Please be advised that your fitness membership with The Alaska Club is 90 days past due and no longer active. If you feel that you have received this letter in error or are making payments and they have not been credited to your account, please contact the Member Accounting office immediately at (XXX) XXX-XXXX. Any unpaid balance still owed after May 25, 2013 may be processed and assigned for collection to *********** ****** ********* ******** Our records show that *** ****** contacted our Accounting office on 12/10/13 and was advised that the unpaid balance was turned over to collections at the end of May. Proof of move is required to be provided within 30 days after the membership cancels. *** ****** was given 170 days to provide this documentation before the account was turned over. *** ****** can send his documentation to me directly and if acceptable, I would be willing to reduce the cancel fee. This will not cancel the account from collections. I will make the determination once I have reviewed the proof *** ****** provides. This proof can be scanned directly to me at *******@thealaskaclub.com or by faxing it to my attention at (XXX) XXX-XXXX. Sincerely, ********* ****** Member Accounting Manager

12/10/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: My friend & I were at the Gay PrideFest in June of this year 2013. We were asked by two fellows in a Alaska Club booth as we were walking by if we wanted to sign up for a 7-day FREE TRIAL of any of their Gym locations in town. Nothing was said about if you did not cancel this Free Trial within five days, that we would be billed a total years Membership. I forgot about it & never even used the Free Trial. I get a bill in the mail last week Nov.15th that said i owed $657. to them. That they tried to call me four times, which is not true at all. So they turned my so called acct; over to a collection agency called *********** ****** & they in turn mailed me this information. The account no. is XXXXXXX, ***** ********. We were only out for a nice day & they flagged us down, never was a word mentioned in all the presentation about this FREE TRIAL that we would be liable for anything else. I feel this was a classic case of entrapment. Alaska Club has been known for their crooked tactics before, it was in our newspaper one time about them getting in trouble for this very thing. I have not set foot in their Alaska Clubs anywhere, not for their Free Trial or anything. I do not feel like i should have to pay a years membership for something i never used. And who is going to stop & read the small print on a supposedly Free Trial piece of paper that states this practice when we were hassled by them in the first place. I truly consider baiting innocent consumers, no Company should use these tactics to gain business, Period!!

Desired Settlement: Nullify my Contract & get the Collection Agency to not bother me. It disturbs me greatly when i am called out of the blue telling me i have this bill & if i do not pay it, they will report it on my Credit Rating. Thank You, ***** ********

Business Response: Initial Business Response /* (1000, 5, 2013/11/26) */ November 26, 2013 RE: Case# XXXXXXXX To Whom It May Concern: I have reviewed *****'s complaint and decided to review the recorded call that he had with our representative on 11/14/13. During this call, ***** does confirm that he allowed his friend to use his name to sign up for a membership with The Alaska Club on June 15, 2013. In order to move forward with this complaint, I must request proof of photo identification from ***** to verify signatures on our agreement. ***** is more than welcome to scan it directly to me at *******@thealaskaclub.com or by mailing a copy to our offices for review at: The Alaska Club East Member Accounting / Attn: ********* ****** ***** ** Anchorage, AK XXXXX Sincerely, ********* ****** Member Accounting Manager

11/25/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: On 9/30/13 I entered the Alaska Club with the intent to find out more about an "Open House" offer they were advertising whereby I would receive two months free gym membership. In speaking with the membership person, ****** ******** I was led to believe that the first two months were free. It seemed like a good offer, I talked it over with my fiance (who was with me at the membership meeting) and we both decided it would be a good idea. I therefore made signed a contract, and was provided with a copy of everything I signed. However, on 11/7/13 (less than two months since signing up) I noticed the Alaska Club had taken $90.00 out of my checking account. Thinking there had been a mistake, I called their "accounting" division at XXX-XXX-XXXX on 11/11/13 at 9:50am and spoke with a woman named ****** I relayed to ***** that I thought that there had been a mistake and that I would like the $90 put back into my joint checking account which I share with my fiance. After being on hold for six minutes or so while ***** looked into the matter, she finally got back on the phone and said she would have to call me back. She did so at 10:44am. That is when ***** let me know that under the offer I had signed up for, the first two months were not free, but that what I really signed up for is that the first and seventh month were free. This came as a complete surprise to both my and my fiance who, as I previously stated, was also in the membership meeting with me when I signed up. It had never been made clear to me that it was the seventh month I would get free, not the second month. I asked ***** if she could tell me which of the documents (which I had in my possession) stated that it was the first and seventh month I got free. I had in front of me a copy of everything I had signed when I signed up for membership and there was no mention of the offer nor of the 1st and 7th month being free. However, ***** then told me that the offer constituted "an internal" document and that I could not have a copy of it. I was confused as to why I wasn't provided a copy of the offer I had signed up under and expressed this to ***** who also said she could see how it would be confusing. "However" she stated "that is just how we do things in our company." I then asked ***** if she could e-mail me a copy of the offer I had signed up under, and she refused, again stating that it is an internal document only. I then asked if she could send me a copy via mail, and she told me that I was allowed to come down to the office to see a copy of it, but I would not be allowed to obtain a copy for my own records. I then politely requested that the $90, which I feel was taken out of my account irresponsibly by the Alaska Club, based on an advertised offer that I was never provided a copy of, be returned to my account. Her answer was that she could not return the money to me. I again requested a copy of the document in which I supposedly gave the Alaska Club permission to take $90 out of my account, and was again denied. I was also told I could provide a copy of my complaint in writing, which I intend to do. And, feeling as though I had no other recourse, I decided to also contact the Better Business Bureau.

Desired Settlement: I am seeking a refund of the $90 that was taken from me without permission by the Alaska Club. And depending on the late fees and other damages provided by the fact that I needed that $90 to buy groceries & pay bills, I would also like the Alaska Club to cover those charges as well, depending on how long it takes them to return the money they unfairly took from my account.

Business Response: Initial Business Response /* (1000, 6, 2013/11/14) */ November 13, 2013 RE: Case# XXXXXXXX To Whom It May Concern: After carefully reviewing this complaint and reviewing the paperwork that was completed, we realize the paperwork was not completed correctly when ***** signed up for new membership during our Open House promotion. A correct agreement will have the dates written on the front page of the agreement, reflecting which 2 months are indeed free. After speaking with ***** yesterday via telephone, we have come to a mutual agreement to provide her first 2 months free in lieu of her 1st and 7th month, and the amount of $90.00 refunded back to her credit card immediately. This complaint was also forwarded to our Sales Manager to review with his staff, to insure our Sales Representatives are thoroughly completing member agreements each time. This is not a common occurrence and our apologies for this inconvenience. Sincerely, ********* ****** Member Accounting Manager Final Consumer Response /* (2000, 8, 2013/11/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) The Alaska Club was extremely prompt in responding to my grievance. And the representative who I spoke with was kind, apologetic and accommodating. She was more than happy to let me know where they had gone wrong, let me know what they would do internally to make sure this is no longer an issue, and was also willing to refund me the $90.00. I'm very glad we have resolved this issue as I am happy with my Alaska Club membership and enjoy their club very much. Thank you so much, BBB, for helping me bring this situation to a positive and friendly conclusion. I am so grateful to everyone involved! Sincerely, ***** *** *******

11/22/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: had human resources from my company come up with a letter stating when id be moving, why and where to. I gave a copy of that letter over 30 days ago and they said that still wasn't proof enough and that id have to provide a copy of my new lease in Florida (where I was being transferred to). I wasn't comfortable giving out personal information but I finally complied because I was told I would continue to get billed until I provided that information. Of course, I couldn't give this information until I was in Florida so I had to over a month just to do this. I finally gave them a copy of my lease yesterday, Nov 12, after over 2 months of attempting to

Desired Settlement: Cancel my membership asap with no further charges. I couldn't finish my complaint above but I provided my copy of my lease only to be told that my 30 day notice would start today Nov 13, when I've already been jumping through their loop holes with proving a cancelation over 2 months ago and proving proof with that

Business Response: Initial Business Response /* (1000, 5, 2013/11/18) */ November 18, 2013 RE: Case# XXXXXXXX To Whom It May Concern: ****** provided a written request on September 5, 2013, requesting to cancel her membership specifically at the end of her commitment date of 1/30/14. Account hisotyr shows her last scanned visit to the Club is dated 10/28/13. Her email sent on September 5th reads the following: -------------------------------------------------- -----Original Message----- From: ****** ********** mailto:***********@gmail.com Sent: Thursday, September 05, 2013 10:28 AM To: ***** ****** Subject: question regarding membership Hello, I just wanted to make sure my membership will not automatically renew itself? I signed up for a year membership in January 2013. I will be moving out of state in December 2013 however and I just wanted to make sure that my 1 year membership will automatically renew once it is up in January 2014. Thanks for your time. My membership number: XXXXXXX Best, ****** ********** -------------------------------------------------- ****** originally provided a copy of a letter from her employer stating she will be moving to Florida. This was not accepted because this is not proof of a new residence. In the Addendum to Membership Agreement for 12-Month Membership Commitment, it reads: "After six months of membership, if a member moves more than 40 miles from any location of the Club, The Alaska Club will waive the normal cancellation fee (12-month commitment) if proof of move is provided. The proof required is written certification of a new residence, such as a lease, deed or utility bill. The Alaska Club may independently verify this move. Written notice of cancellation 30 days in advance is also required." ****** has since provided our office with acceptable proof of move on 11/13/2013 and her membership has been cancelled effective this date, without penalty. I called ****** on 11/14/13 to advise her of this decision and left her our main line that she can call to pay the remaining balance owed on the membership. Payment in full was received on 11/15/13. Sincerely, ********* ****** Member Accounting Manager Final Consumer Response /* (2000, 12, 2013/11/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) this is just turning into an argument. What I requested was given; my membership was canceled. I still do not look at this company in a good light and I will not recommend their gym to anyone Final Business Response /* (4000, 10, 2013/11/20) */ November 18, 2013 RE: Case# XXXXXXXX In response to consumer's rebuttal: In an effort to insure correct information was in fact given to ******, I have reviewed the recorded call that our representative had with her on 10/4/13. Our representatives contacted ****** after we received her employer's letter and explained that it would not be accepted as proof of move. However, it was also mentioned that if she wanted the membership to cancel prior to her date of 1/30/14, all we required from her is acceptable proof of move. Our definition of proof of move is written certification of a new residence and examples of acceptable proof of move were given during this phone call. ****** acknowledged that she understood her employer's letter was not acceptable, that she is leaving state on 11/10/13, and that she can provide a copy of her lease that she just signed into. Our representative did state a lease would be acceptable and gave her our direct fax number that she can send this information to. Our office received a copy of her lease on 11/13/13 via email and her membership was cancelled effective this same date. The paperwork my staff and I have been referencing are scanned originals of ******'s paperwork that are all signed and dated 1/30/13. I'd be happy to email copies of this paperwork to ****** for her records. Sincerely, ********* ****** Member Accounting Manager

11/18/2013 Problems with Product/Service | Read Complaint Details
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Complaint: This club recently remodeled the men's locker room. Now there are serious safety issues with the men's dry sauna: no thermometer to let users know the temperature inside the sauna, the thermostat controlling the temperature is broken and is set on highest setting making the sauna temperature too high / unsafe, no clock directly visible form the sauna so that users can keep track of their time in sauna, the new floor tiles in the sauna are unbearably hot to walk on. Whenever I use this dry sauna I now frequently get burned instead of relaxed. Other users also complain that it is too hot. I have filled out three complaint cards at this business and none have been taken seriously. No one has called me back on these complaints about this safety issue. If not resolved I will complain to the Government licensing agencies regarding this matter. Please help.

Desired Settlement: This club needs to immediately do the following: put a thermometer inside the dry sauna so users know the temperature inside, fix the dry sauna thermostat so it can be adjusted, put a clock directly visible form the dry sauna so users can keep track of time while inside, put some cool touch coating on the floor tiles in the dry sauna so feet do not get burned.

Business Response: Initial Business Response /* (1000, 15, 2013/11/01) */ November 1, 2013 Case# XXXXXXXX To Whom It May Concern: In response to the complaint regarding The Alaska Club West Men's Sauna, the following items have been installed. A new rubber floor mat has been placed on the sauna floor and a new thermometer has been installed inside the men's sauna. In regards to the temperature control unit a new control knob will be purchased from the manufacturer, but the unit has a thermo high limit sensor that will not allow it to rise above a certain temp. ******* *********** General Manager The Alaska Club West

11/4/2013 Problems with Product/Service | Read Complaint Details
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Complaint: The Alaska Club in Wasilla is remodeling their club during the day while all of us members are working out and they are painting in the club and we have to smell these real strong paint fumes while working out. there has to be some health code or something about having strong fumes in a gym while members are working out. So I'm filing a complaint because I can't even stand to work out there with that smell which I'm paying for. I talked to the manager and he seems like he doesn't care because they are still painting during the day.

Desired Settlement: Well I would like my monthly due which is 107.00 reimbursed since I haven't been able to go in there to work out for this month since the smell of the fumes are bad. Thank you for you time. ****** *****

Business Response: Initial Business Response /* (1000, 5, 2013/10/21) */ October 21, 2013 To Whom It May Concern: The Alaska Club in Wasilla is undergoing a significant renovation which includes resurfacing and repainting most walls within the club. Following the resurfacing, the walls are double coated with primer and then have two coats of paint applied. Although we have been using a low VOC primer, there have been some instances of members reporting the fumes detract from their exercise routines. Based on member feedback, we have started using a zero VOC primer and have discontinued open area priming of the walls during operating hours. We believe this will reduce the remodeling fumes to near zero and should not interfere with members' activities. A benefit of membership at The Alaska Club is the ability of members to use many clubs within the network. In the Mat-Su valley three clubs are available and are within ten miles of one another. Members can take advantage of the 24-hour The Alaska Club Express Palmer or The Alaska Club Palmer which has more traditional hours. Remodeling is only occurring at The Alaska Club Valley in Wasilla and the other Mat-Su valley clubs are not affected. Members are encouraged to take advantage of multiple facilities to achieve the exercise goals. Sincerely, ********* ****** Member Accounting Manager The Alaska Club

8/20/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: The Alaska Club advertised 2 months free of their upgraded membership. This "free" membership then automatically continued and was billed, requiring 30 days written notice to cancel. This practice is specifically done to trick customers into paying for services they don't need.

Desired Settlement: The extra $35 that was charged each month for the unused service, total of 4 months.

Business Response: Business' Initial Response /* (1000, 6, 2013/07/31) */ July 31, 2013 RE: Case# XXXXXXXX To Whom It May Concern: According to our records, Mr. ******** signed up under our New Years offer on January 22, 2013. This offer included 1 month free and 3 months free of our Membership Plus rewards. For our records, a separate agreement is filled out by the member, reflecting whether they have accepted or declined the Membership Plus offer. We have an agreement on file that shows Mr. ******** accepted the offer. The terms and conditions of this Membership Plus offer reads: "I, ***** ********, an adult member on account, understand that I will continue to be billed at an amount of $35 additional dollars to my regular The Alaska Club membership dues per month starting May 1, 2013. In exchange, the member identified will have access on an as available basis to the services defined above. I understand that the recurring charge to my account will not stop until I give a 30 day written notice to The Alaska Club. Membership in this program does not automatically terminate but continues on a month-to-month basis until written notice is received. Notice may be submitted at the front desk of any The Alaska Club by completing a Membership Plus cancellation request form. A cancelation request form may also be downloaded from thealaskaclub.com. Notice to cancel the Membership Plus services does not act as a notice to cancel your The Alaska Club membership account. Annual increases in dues will generally occur in October of each year." The highlighted portion of this same agreement reads: "Complimentary Membership Plus ends: April 30, 2013" "Contact Member Accounting by April 23, 2013 to cancel your Membership Plus membership" Mr. ******** contacted us on July 26, 2013 regarding the charges for Membership Plus on his membership and it was explained that we require a 30-day written notice to cancel the rewards. His Membership Plus rewards are set to cancel effective August 26, 2013. As per the signed agreement, The Alaska Club can only assume that Mr. ******** understood these terms and conditions when accepting and signing the offer. In fairness to all members, we have processed Mr. ********' written request as his 30-day written notice to cancel Membership Plus rewards. The Alaska Club does not agree to credit previous months. The rewards are not based on usage they are based on the availability of the services to our members. Sincerely, ********* ****** Member Accounting Manager

7/29/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Attached is the email I sent to the president( who also did not respond to me) of the company after many failing attempts to get a resolution on a response. After the email I will add what has come of the situation as it is still not done. EMAIL :Mr. ******, I would like to start this letter off letting you know that my husband and I were very excited to come back to the Alaska club when we moved back to Alaska. We had been previous members and had moved out of state and one of the first things we did when we moved back earlier last month was to get a new membership. I called the club to find out if the rates were the same and set an appointment to come in and speak with a membership coordinator for the 5th of June. I had explained to the membership counselor on the phone that when we were previous members it was just I and my husband, but now we had an almost one year old daughter and we were looking forward to bringing her to the pool with us, and especially with me while we worked out. I also explained at that I knew there was child care but at this present time I don't feel she is old enough to be watched by someone else. My husband and I came to our appointment on the 5th at 6pm and brought our daughter with us and we were met by a membership counselor and we sat in the lobby and went over our plans of becoming a member again. The counselor had a sheet of paper with her and was asking question pertaining to why we were joining again and what our fitness plans and goals were. I explained to her at the time that I was only there for the pool and that I would be brining my daughter with me during the day at open swim and doing laps with her in a floaty, which at the time I explained was about the size of the kick boards used for laps. She said ok then asked my husband what his goals were and his plans. We took a tour of the gym as it had been a few years and noticed all the great renovations and were excited to be starting our workout the following day. We did ask to see the child care center as we again stated she is too young but we plan to be members for a while and we would like to see it so as she gets older we can see if it's an option we are comfortable with. After viewing it, we knew right away that it was definitely not the right environment for how small she is and we would just rather keep her with us. We signed up under the conditions of being able to work out as we stated and feel now that we were lied to, and if not lied to ignored just to make a sale. I didn't think to clarify this over and over again with her as I felt I had explained what we were doing and had done laps with my daughter at two other gyms with no issues, so I didn't think here it would be an issue, especially after stating what my plans were. The next day I came during open swim to do laps with my daughter. I saw the lanes were full and I decided I would take my daughter into the open swim area until a lap had opened. When we got in there was also a camp of children there for the open swim hours. There were at least 4 camp counselors and 3-4 life guards; they were rotating in and out of the office and chairs as needed. I got into the pool with my daughter and started walking her through the crowds of kids and as we did kids from the camp were pulling on her floaty and I had to tell them repeatedly to stop, as I looked up at these life guards and counselors and seeing that they are doing nothing, I continued to try to take her a bit deeper in to the deep end as I thought maybe there; there would be less children to pull on her. We swam into the deep end and had children from the camp following us and actually pulling on my legs and one on my shoulders while I was now in water above my head holding on to my child. I again had to tell them to get off me. I swam back to the shallow end and waited for a lane to open up. I swam in the lane doing my laps that day with no one bothering me or saying anything to me. I came the following day to do laps and again was asked by a life guard to get out as I could not use the laps with her during open swim. I told the life guard that I am doing just laps not playing around, trying to exercise, she said ok but if someone else needs it you need to get out. I decided then I would come at night when I was not bothering anyone and do the laps at night since there would not be an open swim then as that what I know understood was the problem. Again I had a someone stop me and say that we could not be in the pool and now the reason was that there was no life guard, I explained I already had this talk earlier with another life guard. He then went and got someone from the front desk who told me I needed to get out. At this point I was just beyond frustrated and asked to speak to a supervisor. I was told there was not one on staff right now. I asked if there was even another supervisor in another department I could talk to so I could at least relay my frustrations and try to see what to do to get a resolution as I have been told so many different things and I explained this during my membership meeting and now all I am getting is issues. I was told again there is no manager on site. I saw that there was a person in membership but he was working with someone and I did not want to be rude an interrupt so I waited about 15 minutes then went back to the desk and asked for the Managers name and when I can contact him. I was then given **** ********'s card. I came home and emailed him first thing around 9pm Monday 10th. I explained my issue and concerns and also explained that if this could not be resolved I would need to cancel my membership with no penalties, if this was going to be an issue, as when I signed up I was under the impression it was not an issue. I had talked to three other places before we signed up just to check out their rates and options and I explained to them about swimming laps with my daughter and was told it was not a problem as well, so I was really shocked to have all these issues at a club that I was a member at before and really had enjoyed. I called **** the following morning around 11am on a Tuesday the 11th as I had not heard anything yet and was not sure of his schedule. I did get him in his office and he told me that right at this moment that his Aquatics Director was on vacation and that she would not be back until the following Monday and right now they wanted me to keep my daughter out of the lanes until they could meet and discuss the issue. I let him know that I understood she wouldn't be back until Monday and that it really was putting a hold on my exercises and my membership and I would try to be patient. My mother-in-law is a member and has been doing the water aerobics class for 3 months now and suggested while I wait why not do the Aerobics class with her and my daughter in the floaty since it was in the shallow end and one of the staff members wives is always in the deep end with their small child during class with no life guards present so she didn't see why it would be a problem. So I went the following Thursday night and my husband came and ran then sat down and waited for us. I was approached by one of the front desk staff named ******* I believe and he just wanted to let me know that he had heard of my issues and that he understood my concerns and would let **** know again about the camp kids pulling on my daughter in the pool and that he fully understood my issues. The following Monday when I was told I would hear something from **** and the aquatics director I heard nothing. Around 3:30pm I called **** and left him a voicemail asking him to please call me as I have heard nothing today and have now missed out on over 6 days of my exercise routine and the membership I have paid for. I then email him as well to make sure that he got my message. I then went to the water aerobics class the following night as I had asked the instructor the previous class if it was okay and she did not see why it would be a problem as long as I stayed in the shallow end and held on to her. We had no issues it was a great class, but the next class I had a front desk staff tell me that he had heard from **** and he said I was not to be in the pool at all with her until I heard something. My husband and mother-in-law were with me and I asked so I cannot even have her here during open swim, he said no. He explained that **** was still waiting to hear from the aquatics director. Then when we arrived in the lobby another front desk member said that ***** had called and said I was not to be in the pool with her either. I was beyond frustrated at this point. Now not only now was I told that my daughter was not allowed in the pool at all until I heard from someone, but that **** was able to call the staff and speak with them at 7pm, but was not able to speak with me and I had waited a week and had heard nothing, no checking in to see how it was going, no one calling to let me know they were working on it, nothing. The worst customer service and the worst management I have ever dealt with. I was still being patient and decided I would wait to hear from someone the following day. ***** did call me and left me a voicemail stating that I could not swim with her in the laps as they had reviewed it and did not feel like it was a safe option. I then called ****, again straight to voicemail and I left him a message explaining that I would need to cancel my membership as this was not told when I signed up and never would have if this had been an issue. I also emailed him again. I still didn't hear anything the following day and I had called and emailed early the previous day. So I called and asked for ****, once he was not in, so I called back and finally got him. He told me it was now out of his hands and in accountings as they need to make a decision. He said it went to them the day before and now I needed to wait on them. He then decided to let me know that he was appalled that I thought it was okay to swim laps with my daughter and that his daughter is a life guard and he discussed it with her and she too found it appalling. He also found it appalling that I would allow my daughter to stay with me in the pool and not use the daycare facilities and explained that they would give me a $30 credit. I told him I was not comfortable with someone else watching her as she is so young. His reply was but you're oaky with leaving her in the pool unattended. I said that not at all what's happening I am with her, I never let go of her floaty which is made for small children. It has a seat in it that keeps them safe. It was made for small children. I was so mad I couldn't even think, I explained to him that I was at a previous club in another state that we were members of had mommy and me laps with no life guards and did not think for one second it would be an issue especially when I explained this when I signed up. He said he doesn't know why they though it was okay when I signed up and he would be taking care of that as he didn't want anyone else to think it was okay. I am beyond upset that he spoke of my private club matter with a member of his family, and who knows who else. I cannot believe that he is in a position with so much private information and feels it is okay to speak to anyone beyond staff that needs to be involved about this matter. I am upset that not once did **** contact me, I had to chase him down constantly to get an answer. I was never once emailed back or called back by him. I am appalled that he would question my parenting decisions. I have my child with me because I worry about her safety and I feel no one else will watch her as closely as I do. I feel like I was targeted and picked on. I saw many times people in the laps with their small children and not once were they asked to get out, I saw a staff members wife in the pool with her small child, I have since been told by my mother-in-law who is there every night Mon-Thurs that she continues to see other members in the laps with their children and no one comes out to speak to them. She is willing to verify that. My husband did laps with my daughter there once before this was an issue, and no one said a word to him. I really feel like I was targeted and feel like I was treated horribly. I was asked if I would go back if they resolved the issue. I said not even if I was paid. That's honestly how I feel. I was harassed and picked on and I would not want to feel that way again. My mother-in-law will not be renewing her contract as she was there twice when I was approached and has seen many times that other people are not bothered and feels I was targeted too. I am now a member at another gym and I go every day and have a great time and no one bothers me, they actually have complemented me on how well I watch my daughter in the pool and they have no issues with me doing my laps with her. I called accounting last Wednesday as I had just got off the phone with **** and was very upset with how he talked to me and that now I had to chase down someone else. My call was answered by ******* ******** who was a delight. I was already very frustrated and offended after getting off the phone with ****, and the whole debacle had just put a bad impression of the club and I felt I was going to have to deal with more drama. ******* was patient as I explained the situation and my frustration and that now I feel I have to fight to get the right thing done. He listened and let me know what my next steps were and sent me an email with in minuets that I could write a petition and fill it out and email it back. He thoroughly explained the process to me and let me know how long it generally takes and that they will be working on it and to feel free to call anytime to check in. He let me know as soon as they had an answer he would call. I thanked him and wrote my petition as to why I need my cancelation fee waived. I have a copy if it is needed. I called today the 25th and the accounting team again was a delight and ******* called me back right away today to let me know they are still working on it. I know this letter was long, and I know this has taken up some of your time which I know is valuable, so thank you for taking the time to read this. I just want to move on with my life and put this whole thing behind me. I feel like I was treated horribly, almost like being in school and being bullied. I know that I should not have to pay the $770 fee and I even now feel that I should be refunded my $90 signup fee since every time I was there I was just horrible. My husband got to lift a few times but was under the constant stress of wondering if I was going to be bothered again each day we went. Like I said we just want to move on. We have a gym we are happy with and I know that the managers of the accounting team at East are working on a decision right now, and I feel no matter the outcome of that decision you need to be aware of the poor management and customer service in the East club. I don't want someone else to experience that kind of treatment. I again I thank you for your time. Sincerely, **** **** Today 7/2/13 I have waited and called and emailed the account rep and finally today I was told I would owe the cancellation fee and that there would be more charges as I have to now write a 30 day cancelation notice. I told the account rep that I had emailed **** ******** when this first started stating that this membership needed to be canceled and there is no reason I need to pay for another 30 days of a membership I have not been able to use. I was told by the rep that he would get the emails I forwarded him sent to another department and again I will have to wait for a response and will most likely have to owe them even more money. This is ridiculous. I am debating whether or not I should take them to court. I just feel like I was lied to and sold a product that I could not use then now am being penalized. I feel like the membership rep that signed us up wasn't really listening and just wanted her commission.

Desired Settlement: I want them to do whats right and cancel my membership with no penalty and refund me my money for the days I could not use the gym. I know its not right that I have to pay $770.00 cancellation fee because they lied to me at sign up and they broke their contract with me.

Business Response: Business' Initial Response /* (1000, 6, 2013/07/11) */ July 11, 2013 RE: Case# XXXXXXXX To Whom It May Concern: The Alaska Club Management Team has been communicating with Mrs. **** concerning her experiences with using our pool. We have agreed to release Mrs. **** from her pending commitment. Mrs. **** was in agreement with this decision and we believe this complaint has been resolved satisfactorily between both parties. Sincerely, ********* ****** Member Accounting Manager


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