Complaint Category: Unauthorized credit card charges
Complaint: Core Fitness refuses to stop charging me even though i am currently on active duty in the Marine Corps which was noted in my original contract.
When i signed up at Core Fitness i told the manager i was going to be active duty in the Marine Corps before my contract was over and she said she would note it in my contract so i could cancel when i received orders. When i got orders the employee i talked to would only put my account on "hold" for a few months. A few months later i started getting charged again. I have called about 6 times and every time the employee can do nothing and they leave a note for a manager. ****** a manager called me back once but i was unable to get to my phone at the time and couldn't get her on the phone after that. I am currently on active duty in *** ******* ********* working for Marine Forces Reserve. I never had an issue while i went to core fitness but now i am being taken advantage of and the gym refuses to help me.
Initial Business Response
I am writing in regards to ****** **********, case # XXXXXXXX.
His membership was never canceled because he did not do his
due dilligence in completing what was required of him in order to
cancel the contract. He admits he has not done the requirements
via the phone conversation we have attached between him &
ABC, our billing company. Also, please see attached documents
to confirm the contract cancelation requirements.
As always we try to resolve any issues as quickly as possible.
If there are any more questions please feel free to call me at
XXX-XXX-XXXX. Thank You.
I am writing to you in response to receiving the notice in regards to the resolution on ****** **********'s
case # XXXXXXXX. The quick response is greatly appreciated and we have sent out a final statement to
******. I have forwarded the e-mail sent to ****** from Holli at ABC Financial, the billing company we use.
Also there is attached voicemails and calls between Holli and ******.
If there is anything further we can do, please let us know. Thank you.
From: Holli Raimer <************@abcfinancial.com>
Date: June 3, 2014, 6:58:26 PM EDT
To: "******** *** (*************@gmail.com)" <*************@gmail.com>
Subject: FW: Core Fitness: XXXX-XXXXX / Name **********, ******
For your records this is the last correspondence I have sent to ****** ********** agreement XXXX-XXXXX dated today 5/29/14.
Customer Care Supervisor
ABC Financial Services, Inc.
501.515.5000 Ext. 1281
From: Holli Raimer
Sent: Thursday, May 29, XXXX X:XX PM
To: '****** **********'
Subject: RE: Core Fitness: XXXX-XXXXX / Name **********, ******
This will be the last correspondence on behalf of your membership with Core Fitness and ABC Financial Services. Core Fitness offers a 12 payment term membership to all members; however you were given an exception by the club. As a courtesy they created a moving clause, because you anticipated a possible move prior to the completion of your 12 payment contract. Due to what has transpired over the last few weeks Core Fitness and ABC Financial Services will no longer be making exceptions and adding any moving clause to our contracts for new members.
For clarification you were not lied to in order to retain you as a member. When you called and asked if you can cancel as a generalization, in the system you are listed as a 12 month member therefore the employee gave you the information that they had. They do not have access to images of scanned contracts which in your case had a hand written moving clause accommodation as a special courtesy for you. In addition by calling before your contract was completed at 12 payments you were aware of your moving clause therefore if you had all required information to cancel why did you not send that information to the club, why would there be a need to call and ask any additional questions?
In addition you did not have information withheld from you, you had all the information you needed the day you joined. The moving clause that was added for you was a very simple 3 steps that were initialed by you and the employee from Core Fitness and you were aware of the exception that was made just for you on your join date. It was up to you to follow the criteria to cancel by following all requirements agreed upon for the moving clause. As you stated in a previous email you lost your original paperwork; however once requested from us we sent you a copy of your agreement that contained your cancellation clause. The end of our obligation was after the contract was signed and you were provided a copy of your contract and the terms on the date of joining.
As an additional courtesy Core Fitness has waived your 30 day notice of cancellation that is required upon receipt of your documentation since you are in the military and yet you are still not satisfied with your resolution. Please note that your account has been cancelled and there will be no further billing on your account and no refunds issued on your account.
Attached is an additional copy of your contract. On the contract it states 12 payments as a 12 month term however due to freezes during these specified months it will extend out your contract term which is approved by the attorneys state general.
Customer Care Supervisor
ABC Financial Services, Inc.
501.515.5000 Ext. 1281
Core fitness has completely refused to refund my money. For months i have been calling and asking how to cancel and have been told it isn't possible even though my contract says it is. Because core fitness employes lied to me and refused to help me i have lost hundreds of dollars while serving on active duty in the Marine Corps. It took my first complaint to the BBB for me to even get someone to talk to me on the phone and they finally told me how to cancel but my contract ends next month, it's not this months $25 i'm worried about its the past 10 month that they refuse to pay me back. Bottom line Core Fitness lies to its customers so they cannot cancel their contracts. I have been in the Marine Corps for over seven years and i have always been able to cancel any contract from cell phone to housing due to relocations or deployments. Core fitness if the first business to take advantage of me as a service member.
This will be the last correspondence from Core Fitness regarding this case.
****** has stated that for months he has been calling and asking how to cancel his membership. However on the day he signed the contract, he had all of the cancelation information written very clearly and very simply on the contract that was amended specifically for him as the document shows in the attachment with the last correpsondance. Therefore there should be no confusion and no need to call because he had all the information. At the time there was a special exception made for him because he was in the military and there was a possibility of him relocating. Core Fitness does not lie to our customers and the cancelation policy is in bold print on the front of the contract as required by the Attorney Generals Office. Contracts exist to make sure there is no chaos, confusion or misunderstanding on what both parties are agreeing to. The contract stated that ****** simply had to put it in writing and mail it to Core Fitness since we do not take cancelations over the phone. He agreed to the three requirements in order to cancel early when he signed the contract. They were put on there specifically for him per his request and he did not follow through with his responsibilities.
Lastly, we do not do anything to take advantage of any group especially military.
We try to accommodate do as much as we can to help people in different circumstances.
As always we try to get these issues resolved in a timely manner.
If there is anything else needed, please e-mail me back or call XXX-XXXX.
Owner of Core Fitness
Complaint Resolution: BBB determined the company provided proper verification that indicated there was no obligation to resolve the issues of the complaint.