This business is not BBB accredited.
Phone: (860) 349-9100 350 Main St, Durham, CT 06422
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The Core Club, LLC offers group fitness classes such as Boxing, Pilates, Cycle, Full Body Blast, TRX Suspension Training, Zumba®, Step and Standing Flow. We also offer Mystic Spray Tanning, Personal Training one-on-one or in a group setting and Weight Loss Programs.
This business is not BBB accredited.
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Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||3|
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.
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Type of Entity
Limited Liability Company (LLC)
Business ManagementMs. Deborah Vynalek, Owner
Fitness Centers Boxing Gym Weight Control Services Yoga Instruction Event Planners Event Planners - Corporate Party Planning Party Supplies - Renting Event Center Dancing Instruction Exercise & Physical Fitness Programs Pilates Kickboxing Health & Fitness Program Consultants Personal Trainers Health & Wellness Fitness and Recreational Sports Centers (NAICS: 713940)
THIS LOCATION IS NOT BBB ACCREDITED
350 Main St
Durham, CT 06422 (860) 349-9100 Directions
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Read Complaint Details
Complaint: The Core Club debited another year of service $74.42; and, continues to debit $21.26 every month on the 5th. The Core Club was contacted and asked what the charges involved because did not request another year of service; response - welcome to another year of the Core Club. Went to the Core Club in person, spoke to the assistant on the desk and was advised needed to write a letter. Received paper and wrote a letter advising no longer wanted to be a member; did not have a contract, cancel my services and handed in all the cards for entry into the building. The Core Club continues to bill every month - it should not be necessary to wait 8 weeks for cancellation and credit of all the charges.
Desired Settlement: Cancellation, no longer debit my account and credit back all the charges since the beginning of the "new year of service". 11/05/2014 - $74.42 // 12/05/2014 - $21.26 // 01/05/2014 - $21.26 Total $116.94
Business Response: In response to complaint ID# ********:
Our cancellation policy is as follows:
A certified letter must be sent to cancel any membership. Upon which time it takes 30 days until the membership is canceled. This particular Client wants a refund for her Membership BEFORE it was canceled. Also, her membership has been auto renewing since 2011(auto renewing 3 times) indicating she was full aware of our auto renew policy. As a business owner in a small town I must be consistent with enforcing the Clubs policies to alleviate any confusion or what could be received as favoritism between Clients.
In the case of this client the course of events are listed below.
11/07/11 Joined Club (membership auto renewed 3 times going forward)
11/03/14 $74.42 Yearly Processing Fee & Monthly Membership Fee.
12/03/14 $21.26 Monthly Membership Fee
12/19/14 Received written notice to cancel.
01/03/15 $21.26 Monthly Membership Fee
01/19/15 Membership Cancelled
02/03/15 $21.26 Monthly Membership Fee (Client is due a refund of $21.26)
I am in hopes that the Client will fully understand our position and that we cannot change our policy to accommodate one as we need to be fair across the board to all Clients. We will always welcome this client back to help with all fitness goals set.
Thank you for your time.
I found my signed contract and after the one year contract is met; the notice of renewal dues states that the member may cancel this agreement at any time after the initial term by written notice (not certified). The written notice was handed to an employee of the Core Club at the end of December. The Core Club billed me for an annual processing fee in November; then, proceeded to continue billing for December, January and most recently even with a BBB Complaint # in February.
One month refund would not resolve this complaint.
Business Response: Please see below response:
I am rejecting this response because:
I found my signed contract and after the one year contract is met; the notice of renewal dues states that the member may cancel this agreement at any time after the initial term by written notice (not certified). The written notice was handed to an employee of the Core Club at the end of December (Yes, but your membership renewed in November - WE DO NOT BACK DATE MEMBERSHIP CANCELLATIONS with no exception - we received your cancellation at the end December - meaning you would have been charge in November.) The Core Club billed me for an annual processing fee in November (YES, AS YOUR MEMBERSHIP IN NOVEMBER WAS IN GOOD STANDING - MEANING NOT CANCELED); then, proceeded to continue billing for Dec (Yes, your membership was not cancelled at this time therefore you were charged) and, Jan (YES, standard operating procedures for this industry is it takes 30 days to process a cancellation - this means you would be billed in Jan.) and most recently even with a BBB Complaint # in February. (You have been refunded $21.26 as of 2/3/2015)
One month refund would not resolve this complaint.
All charges in Nov., Dec., and Jan. are legitimate. This Client wants us to change our policy for her and back date her cancellation. We do not do this as stated before. It is important for the integrity of the business to be fair and consistent with all Clients. We take great pride in our business and value every Client. Adjusting and changing our polices to fit each Client would not be conducive for a cohesive account of our business.
I am in hopes that this Client would understand that there are no exceptions to our policy and respect that.
To summarize; we do not back date cancellations, you will be charged for months/fees if you have not yet canceled, all charges/fees are nonrefundable, it takes 30 days to process ALL cancellations. Yes, this would mean you may get one more charge after cancellation letter is received. This is the case here.
My Complaint and Request remain the same - cancellation of my renewal membership; refund for January and February.
I have never requested November, December charges be refunded.
The renewal portion of the copy of the contract I signed does not have a 30 day process or certified requirement and I would be glad to send this copy to the Better Business Bureau.
And, whoops Core Club forgot to stop the membership and charged an additional month.
Perhaps this is a pattern of fraudulent activity, forgetting to cancel and charging customers additional months of fees is a policy for profit.
Once again, my Complaint and Request remain the same - cancellation of my renewal membership; refund for January and February.
Customer Reviews Summary