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Better Business Bureau ®
Start With Trust®
In Northeast California

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that California Family Fitness 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 16 factors. Get the details about the factors considered.

Factors that raised the rating for California Family Fitness include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 64 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

64 complaints closed with BBB in last 3 years | 27 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 12
Billing/Collection Issues 23
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 29
Total Closed Complaints 64

Customer Reviews Summary Read customer reviews

0 Customer Reviews on California Family Fitness
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: June 28, 1994 Business started: 01/01/1994 in CA Business started locally: 01/01/1994 Business incorporated: 05/01/1986 in CA
Type of Entity

Corporation

Business Management
Mr. Randy Karr, President
Contact Information
Principal: Mr. Randy Karr, President
Business Category

Fitness Centers Swimming Instruction Yoga Instruction Sports & Recreation Pilates Gymnasiums Health & Fitness Program Consultants Personal Trainers

Alternate Business Names
California Family Health & Fitness Center California Fitness California Health & Fitness
Products & Services

California Family Fitness is a full service fitness center for adults and children.


Additional Locations

  • 1975 Zinfandel Dr.

    Rancho Cordova, CA 95670

  • 2165 Sunset Blvd.

    Rocklin, CA 95765

  • 2511 Warren Dr.

    Rocklin, CA 95677

  • 3443 Laguna Blvd

    Elk Grove, CA 95758

  • 3443 Laguna Boulevard

    Elk Grove, CA 95758

  • 3880 Innovator Dr.

    Sacramento, CA 95834

  • 428 J St.

    Sacramento, CA 95814

  • 4804 Madison Ave.

    Sacramento, CA 95841

  • 5001 Foothills Blvd.

    Roseville, CA 95747

  • 5839 Dudley Blvd.

    McClellan, CA 95652

  • 6314 Fair Oaks Blvd.

    Carmichael, CA 95608

  • 700 Oak Ave. Pkwy

    Folsom, CA 95630

  • 7700 Sunrise Blvd

    Citrus Heights, CA 95610

  • 7941 Fair Oaks Blvd.

    Carmichael, CA 95608 (916) 242-4400 (916) 239-4455

  • 8569 Bond Rd.

    Elk Grove, CA 95624

  • 8680 Greenback Ln STE 108

    Orangevale, CA 95662

  • 8680 Greenback Ln Ste 220

    Orangevale, CA 95662

  • 985 Enterprise Dr

    Sacramento, CA 95825

  • 1
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Professional AffiliationsX
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  • Advertising or Sales
  • Billing or Collection
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  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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Additional Phone Numbers

  • (916) 239-3500(Phone)
  • (916) 339-3800(Phone)
  • (916) 435-2141(Phone)
  • (916) 442-9090(Phone)
  • (916) 482-9100(Phone)
  • (916) 485-6836(Phone)
  • (916) 625-9100(Phone)
  • (916) 631-8800(Phone)
  • (916) 643-8890(Phone)
  • (916) 685-3355(Phone)
  • (916) 685-5555(Phone)
  • (916) 781-2323(Phone)
  • (916) 932-0100(Phone)
  • (916) 944-2900(Phone)
  • (916) 988-7900(Phone)
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Complaint Detail(s)

4/14/2014 Problems with Product/Service
3/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I got a membership for my son some months ago. When we had to get another Visa card for the account that was paying for the fees, it wasn't discovered until the account was in collections so we were offered a deal to pay a certain amount, the original acct would be closed and a new acct would be opened. When I went into the club to sign the papers and give them my credit card information, I Specifically Asked if the contract would start all over again or if it would be compensated to show the original date when I first signed up. I was told that they would 'put notes in their system' to explain that the contract would still have the original start up date. Because I kept hearing about stories of members that were verbally promised one thing but on paper it was a different story, we decided to cancel my son's membership.When I called to do that, I made the acct current and was told I needed to talk to the cancellation dept. So I was on hold for well over 16 minutes, waiting to cancel the acct. I was told then that it stated in my contract that the term would start all over again and the girl emailed me another copy of the 2nd agreement that I never even got the first time! I just want the acct cancelled and I want NOTHING to do with a company that verbally promises one thing but Legally says another. I believe that is called FRAUD. And I know Many people who feel this way concerning this club.

Desired Settlement: Cancel this fraudlent membership!

Business Response:

***** ******* is contesting her obligation to the contract she agreed upon. Her concerns about signing a new contract to transfer her agreement to her son’s name are valid and her concern about being obligated to a new 12 months can be settled and compromised. Her initial contract was canceled and re-written to a new term, and she also authorized that CFF renew her terms to another 12 months; with a new start date.  However, our company is more than willing to hold her to her old agreement (which she is requesting), that agreement has a start date of 9/30/13 and obligation date to 9/30/14. Even if she applied to cancel without authorizing a new contract, ***** ******* would have still been responsible for the cancelation fees from the original contract. Both agreements that Ms. ***** ******* signed and authorized obligated her to her cancel terms. CFF always confirms that our signing customers are 18 years and older, and CFF also have all of our clients sign and initial our contracts to avoid false allegations of fraud and/or verbal promises.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Discovered overcharge of $39.98 Visa bill dated 12/25/2013 from California Family Fitness. I called the Fair Oaks location where I work out and was advised there were 2 charges added to my monthly bill of $9.99 for a delay of payment (I advised the rep. that we have a high credit allowance on this card and did not feel this was a legitimate charge) and the second charge was for $39.99 an enhancement fee that they told me is charged yearly. I stated I was not advised of this fee when I signed up and since I am a month to monthly customer do not have a contract stating this - see attached correspondence with company.

Desired Settlement: Credit to my visa card of $39.98.

Business Response:

Hello Ms. ******,

After a thorough review of your complaint, your account transaction history, and your membership agreement we have determined that you owe California Family Fitness $29.99. Your account transaction history shows the following:

·         We were unable to successfully collect your regularly scheduled payment on November 30th; we tried again to collect this balance on December 2nd; a third attempt was made on December 4th and we were successfully able to collect your balance owed at this time. The total balance collected from your account on December 4th was $54.99 for your membership dues, $29.99 for your annual club enhancement fee, and a $9.99 service fee (due to the two unsuccessful attempts that we made in trying to collect your payment).

·         We were able to successfully collect your regularly scheduled dues payment on December 30th.

·         We received an e-mailed membership cancellation request from you on December 31st.

·         One of our Membership Services representatives, ******, contacted you on January 8th in regards to your cancellation request. It was during this conversation that as a courtesy to you ****** offered to backdate your cancellation, refund your December 30th dues, and waive your thirty day notice and last month’s dues (per your signed agreement). However, she did explain that you would still be responsible for paying the annual club enhancement fee of $29.99 which had been collected with your payment on December 4th.

·         ****** requested that the refund for December’s dues be made by our third party billing company. Unfortunately, the third party billing company made the adjustment to all of the account transactions moving forward, rather than backdating it as ****** had requested. For this we sincerely apologize on their behalf.

·         On February 5th a chargeback was received from you which reversed the payment which had processed on December 4th. This chargeback was in excess of the December 30th dues which ****** had offered to refund by $39.98. This $39.98 amount accounts for the annual club enhancement fee and the service fee which you were charged for our inability to collect you November payment.

·         I have attached a copy of your account transactions for the time period which was referenced in the bullet points above so that you may review them yourself.

At this point ****** has offered to waive the $9.99 service fee, but you will still be held accountable for the annual club enhancement fee of $29.99. I attached to this e-mail a copy of your signed and initialed membership enrollment agreement which outlines this annual fee. In fact, the statement regarding this fee is nearly centered on the front page of the agreement and requires your initials specifically beside it.

We sincerely hope that this resolution will prove satisfactory to you. If you have any additional questions or concerns regarding this communication we ask that you please contact ****** ******** in our Membership Services Department by calling ###-###-####.

Thank you,

California Family Fitness Executive Communications

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In April of 2013 I was sold a membership to CalFit in Natomas with the understanding that their new location near my place of work would be opening in a month and a half. I made it clear to the sales representative (******) that this was the only location that I was interested in that between being a full time law student and working full time I put in 60 plus hours a week and their new gym so close to my work would be the only convenient location. I also explained that I had been waiting to join their gym until this location was open. A month and a half into my membership, when the new location was supposed to open I found out that it was never set to open before the end of summer (4 months later)and in fact is still not open. At that time(June)I began contacting the Natomas location since they were the ones that signed me up. I have yet to hear back from a single person. I have sent emails, made phone calls and both my boyfriend (He's the one paying the dues) and I have gone into the Natomas gym both together and individually to resolve the matter, only to be ignored or the deal with staff that was only interested in up-selling us. The one time my boyfriend went in without me they told him that they couldn't talk to him because it was my membership. He explained that he's the one paying the fees and asked that they call to get my permission to discuss the matter with him. They refused to make the call. I don't have a lot of free time and I've had to spend too much of it trying to get some kind of resolution to this. We even resorted to adding him to the membership so that he could try to get this resolved for me, they still refuse to discuss the matter with him. It's been about 8 months since I entered into a membership with them under false pretenses and there is still no resolution and zero effort continues made on their part to resolve this matter. I made one last effort this week before turning to you for help and still have not heard back from anyone.

Desired Settlement: I want my membership canceled and a total refund to my boyfriend of all dues paid since April 2013

Business Response:

Please see (below) the e-mail communication which was sent to this CFF member on January 28, 2014:

 

Thank you for taking the time to speak to me today about your membership and BBB post.  Per our conversation, there will be a few adjustments made to your account.  Please see below for more details:

 

1.     You will be receiving a refund for the first five months of membership dues totaling $299.95 back to your Visa ending in X-****.  Please be advised, this credit may take about 3-5 business days to post back to your account.

2.     Your account will be placed on a temporary freeze status through 4/12/2014 free of charge.  Access is not allowed during this period; however, the K Street location shouldn’t be open until then anyways.  Account status will revert to Active on 4/13/2014, so you and Chad can start using all CFF locations again.

3.     Your account will be credited (zero charges) through 10/12/2014.  Your regular monthly membership payments will resume at the original agreed upon rate ($84.99/month).  At this point, your account will be considered an open ended contract or Month-to-Month (meaning there is no penalty fee for cancelling, just one final monthly payment required).

 

If you would like more information regarding the status of our new K Street location you are more than welcome to contact me or the Norbert Godinho, the Operations Manager of that location.  He can be reached at ngodinho@calfamfit.com and is currently overseeing operations at the J Street location until K Street opens in April.  Again, I appreciate you taking the time to resolve this matter and we look forward to seeing you at K Street very soon!

Business Response:

Please see (below) the e-mail communication which was sent to this CFF member on January 28, 2014:

 

Thank you for taking the time to speak to me today about your membership and BBB post.  Per our conversation, there will be a few adjustments made to your account.  Please see below for more details:

 

1.     You will be receiving a refund for the first five months of membership dues totaling $299.95 back to your Visa ending in X-****.  Please be advised, this credit may take about 3-5 business days to post back to your account.

2.     Your account will be placed on a temporary freeze status through 4/12/2014 free of charge.  Access is not allowed during this period; however, the K Street location shouldn’t be open until then anyways.  Account status will revert to Active on 4/13/2014, so you and Chad can start using all CFF locations again.

3.     Your account will be credited (zero charges) through 10/12/2014.  Your regular monthly membership payments will resume at the original agreed upon rate ($84.99/month).  At this point, your account will be considered an open ended contract or Month-to-Month (meaning there is no penalty fee for cancelling, just one final monthly payment required).

 

If you would like more information regarding the status of our new K Street location you are more than welcome to contact me or the Norbert Godinho, the Operations Manager of that location.  He can be reached at ngodinho@calfamfit.com and is currently overseeing operations at the J Street location until K Street opens in April.  Again, I appreciate you taking the time to resolve this matter and we look forward to seeing you at K Street very soon!

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I wanted to cancel my club membership. Went to 3880 Innovator Drive Sacramento, CA 95834 and said I wanted to stop my membership. I was told at the counter she didn't know how she could help me. Next person told me to write to corporate, I could look it up on line. I went to my bank and had the membership automatic payment stoped. I went on line could not find corporate. All the Family fitness are there but the corporate is not listed as courporte. I got my first colection call from a person mid October telling me I still owe the money. I told her I wanted to stop my membership. She said she did not have a letter telling them i wanted to stop, so I still owe the money. I got my second colection call today November 18, 2013. I told her I would file a complaint and cc her.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to cancle my membership,not have this show up on my credit and not pay them for a membership I tried to cancle.

Business Response: Initial Business Response
****** **** *** BBB CASE#: XXXXXXXX Ms. ***: Per the notes on your account, it clearly indicates to me that you were provided with the proper information and customer service in which to cancel your account. Per your Month to Month membership agreement in which you signed and acknowledged, we require a written notice and one final payment to cancel your membership. On September 26, 2013 you did mentioned to the representative that you cancelled payment to California Family Fitness at the bank. The representative went on to explain the cancellation policy but the conversation terminated by you. The representative called you back and tried to explain the cancellation policy again but the conversation was again terminated by you. On November 18, 2013 you were called regarding the past due balance. You were given our corporate location and address and again explained the cancellation policy. You acknowledge the past due debt and also stated we were "harassing" you with phone calls. You again terminated the call. As of today, your past due is $164.34 which includes late and service card fees. I would ask that you call me directly at the number located below so we can resolve this delinquency and put this matter behind us. Respectfully, ******* ********* Billing and Accounts Receivable Manager Corporate California Family Fitness Ph 916.987.2030 ext 2155 Fax 916.987.2040 www.californiafamilyfitness.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Complaint regards false marketing, errant charges, and pooor service resolution. On 6/22/13, I joined California Family Fitness and agreed to a one year contract. A number of false claims were presented to me about the nature of the membership. One such claim which was made was that I could suspend my membership at any time for up to a year (free of charge was implied, but not stated). On Oct 22, I called to suspend my membership, I was told it would cost $15.99 per month. I responded that that contracdicted what I was told when I signed up. They agreed to waive November free of charge. On 11/22/13, I was charged $29.99. When I called to find out why, I was told no one could help me.

Desired Settlement: Refund of $29.99 + to be released from my contract as what was promised is not what was delivered.

Business Response: Initial Business Response
Contact Name and Title: ****** ******* Contact Phone: XXX-XXX-XXXX Contact Email: ********@calfamfit.com Mr. ****** acknowledged and signed a 12 month agreement that also articulated that there is a once a year charge 3 months from enrollment that is an annual enhancement fee of 29.99. His initials are within centimeters from the print/font explaining that charge. Our staff reviews the general criteria and leaves it up to the signer to acknowledge the material and also give up to 5 business days to renege on the agreement if there is any false representation discovered. As a company we have offered solutions to his concerns, howver, are standing behind the contract he agreed upon.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.) I have been repeatedly lied to on the phome by these crooks! Countless ******** fees!!!! Never again!

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/2/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for membership July 2013 for $110 monthly dues. I was charged $140 for my November membership. When I called the club to inquire I was told I was charged $29.99 for an annual fee. I explained that I was not aware of such a fee and I have only the membership for a 4 months. I was told to look at the membership agreement I signed that states I would be charged a fee every November. Again I reinterated this was never disclosed to me and which section of the agreement can I locate this. I was told section 8. When reviewing my agreement it does state that I will be charged an annual fee (this was never disclosed to me); however nowhere does it state that I will be charged an annual fee every November. In fact there is no mention at all of when I will be charged the annual fee, but one would assume after a year of membership. Also the fact that this was not disclosed to me when I signed up for my membership I feel is decietful. I was not given a copy of my agreement upon signing up but was emailed the agreement a week later. The page that refers to annual fees I was not given during my initial signing up and does not have a signature page on it.

Desired Settlement: I want a refund of the $29.99 and I believe I should be charged annual not 4 months into my membership for an annual fee.

Business Response: Initial Business Response
November 19, 2013 RE: - BBB Complaint - Case # XXXXXXXX Dear Ms. ****** I am in receipt of you Better Business Bureau complaint regarding our services at California Family Fitness (CFF). As with all California Family fitness members an Annual Enhancement Fee (AEF) of $29.99 is charged in the month of November. This fee goes toward additional club enhancements, facility upgrades and new equipment. This is a onetime annual charge in which you were made aware by the sales consultant and you actually signed the contract document acknowledging this fee. Emails are sent to all members that have an email on file with CFF alerting the member of this charge one month in advance. The email we have in file for you is **********@gmail.com. As a valued member of Californian Family Fitness, we will credit you the $29.99 fee for this year. However, please be aware that the charge will be assessed in November 2014. Sincerely ** *********

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.) If my account is credited back the $29.99 annual fee I am satisfied.

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Manager acted inappropriate while dealing with conflict between gym members On 11/4/2013, there was an incident where another member verbally assaulted me. I responded by telling her to go talk to the manager if she gad a problem. The manager appeared and told me to leave or she was calling the cops w/o listening to me or investigating the situation. Other members reported that the other lady was an aggressor, but the manager refused to listen to them or me. I was humiliated because the manager failed to handle the situation properly or do her due diligence.

Desired Settlement: I want a written apology and for the other member to be disciplined and/or put on notice that her behavior is innappropriate.

Business Response: Initial Business Response
Contact Name and Title: ***** ******** VP of OPS Contact Phone: XXX-XXX-XXXX ********, as we spoke about yesterday on the phone, the other member has been addressed and understands future disputes must be handled through the manager, and not taken into her own hands. The member understood. Also, as we discussed, if you personally need assistance with an issue, I am available for you to speak with, if you don't feel comfortable going to club management. I was really surprised to see your BBB complaint come through this morning, as I thought we worked through everything on the phone yesterday. Finally, as we discussed yesterday, it will be important that you do not use vulgar language in the club, and I ask that you handle all interactions with other members appropriately in the future. The same request was made of the other member. Again, should you have any other questions or issues, you have my number, and you are welcome to call me personally if needed.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.) I understand everything we discussed but it doesn't change the fact that the manager used poor judgment in handling the situation. She acted aggressively, condescending and demeaning in her treatment towards me. I feel like the issue I had with the manager was passed over to address the larger at issue at hand. I do not feel her behavior is acceptable behavior under any situation. At this point I do not feel comfortable returning to the club or using the body fit services I had been using everyday because this manager clearly cannot provide me with the level of service I would expect from any establishment that I patronize.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/1/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up my two teenagers strictly for the 3 summer months only. They keep taking money out of my bank account ( Made the mistake of letting them have my credit card number) even though we cancelled the membership. Then I get a huge run around when I call and tell them to stop. There is absolutely no accountability. One of their Agents, Mr. ****** ******** assured us that we would only be billed through the end of August. yet they took money out of our bank account for September and October. Product_Or_Service: Gym Membership Account_Number: 5MXXXXXXX

Desired Settlement: DesiredSettlementID: Refund I wonder how many others this has happened too? I get a complete run around when trying to talk to them on the phone. I would like my money returned for September and October.

Business Response: Initial Business Response
I am in receipt of your BBB Complaint XXXXXXXX dated October 10, 2013. I have reviewed the contract that was signed at our Carmichael facility on 5/27/13 for both teenagers mentioned in your complaint. You have you have either initialed or signed as required that you understood the terms of the contract. In your case, your contract is month to month and does require a written notification from you to cancel membership as well as make one more monthly payment after written notice is received. We have not received any notification from you to cancel and your account has continued to bill and we have continued to draft bank your account for September and October. So that we can remedy this situation, please forward your cancellation notification to the following email address: Member Services @calfamfit.co Should you wish to discuss with me further I can be reached on 916.987.2030 Ext *****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/21/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They told me my monthly payments were $39.00 and rewrote the contract at $49.00. Billed me $60.00 They told me my membership was $39.00 but they billed me $60.00. They told me my monthly payments were $39.00 and rewrote the contract at $49.00. They gave me a $100.00 Personal Training card to entice me to join and the card is a fraud it is useless, in the back on the fine print it says NO outside contractors, and guess what they are all outside contractors, it is a total scam. The girl who signed me up was named *******, she misspelled my credit card number so they charged me an extra $10.00 for her mistakes she also let me give her cash and she put my first month on her personal credit card which is a total violation of their own policy. They use cute people to sell you a high priced membership when you can go to Crunch for $10.00 a month not $50.00 a month.

Desired Settlement: Out of this Fraud contract and to warn others who are being duped by this scam.

Business Response: Final Consumer Response
This is to let you know that an agreement has been reached with California Family Fitness case number case# XXXXXXXX in your files. They will take action on Monday, and you will hear from me if they do not. If you do not hear from me then it was resolved by both parties involved and I would like to thank you for helping in this situation. The name of the person who says she will resolve this is: ****** ** ******* California Family Fitness Senior Sales Director Corporate

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/16/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Customer Service provided incorrect information on cancellation policy. Membership number 5MXXXXXXX. I called August 12 to the Family Fitness corporate office and asked when the term of my contract ends. I was told our contract ends in September. I asked how can I cancel our membership. The customer service gave me an email address and told that I had to send a cancellation letter to the corporate office AFTER I make my last payment on the contract in September. So I waited till September, after my last payment was made, I sent a cancellation letter to the Family Fitness office on September 16. In October Family Fitness charged my account again for $109. I called to Family Fitness on October 9 to find out why they charged my account for October. I was told that according to our contract, we have to make one more payment after sending a cancellation letter to Family Fitness, and if I had sent them a cancellation letter in August there would be no charge for October. I told that I was told by customer service in August to send a cancellation letter in September, AFTER our last payment is made. They told me that they do not have any notes of customer service telling me to send a cancellation letter in September. I asked for an extension of the customer service representative that I talked to in August. I called her and told her: "I called you and August and asked how to cancel the membership and you told me to send a cancellation letter in September AFTER we make our last payment". She said: "Yes, that's right". I mentioned to her that we were charged for October, because we did not send a cancellation letter in August. She hesitated, then she said: "I do not have any notes that I told you to send a cancellation letter in September after you make your last payment". Then she said OK I will research the matter and call you back. She did not call us back. My husband called to Family Fitness and talked to her on October 14, 2013 and was told that when I called in August I was only asking when the term of our contract ends and I did not ask about cancellation of our membership, and that's why they can not help us. We had an excellent experience with Family Fitness, until this incident. I would never think that we would have to go through this hassle to cancel our membership. And I would expect to customer service to admit that she made an honest mistake in providing the cancellation information, instead of simply lying and denying it.

Desired Settlement: Since we were given incorrect information about your cancellation policy, we believe that Family Fitness owes us a refund of $109 for October membership.

Business Response: Initial Business Response
We appreciate **** *******'s communication in regard to her membership cancellation experience. Upon receipt of the original BBB complaint it was forwarded to our Cancellation Supervisor for review and resolution. In reviewing the account notes we found that there had been a few different points of contact between **** and CFF personnel which discussed cancellation specific timelines and terms. We believe that this cancellation experience was caused by a miscommunication at some point in the communication process. For this reason we have decided to cancel the membership effective immediately and refund the last month's dues (totaling $109) that have been collected. The refund request has been made today; **** can expect to see the funds in her account within 5-7 business days from today.

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/14/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The membership was setup to bill automatically for several years. This month the card is expired and CFF charges $9.99 to rerun with new credit card. I signed up my wife and son for past several years back, paying at least more than couple thousand dollars already on the membership through credit card auto billing, even though she does not use that gym that much. This week, she was told the credit card on file was expired when she tried to go to the Folsom gym. I went there to fix that this morning, however I was told there is a $9.99 charges on the so called "service fee" for the expired credit card. The counter rep told me it can't be waived and this is the company policy. This is just ridiculous, I have not seen other companies charging $9.99 to re-run the credit card. Most even send out email or mail to inform customers that credit card will be expired when auto billing is involved... I asked what if I just cancel the membership and without renew, she said I will still owe this amount and you will report this $9.99 to credit report. Why are you charging this outrageous fee that just **** people off and threaten to report this to credit report when the fake "service fee" wasn't paid? I'm sure I'm not the first one to complain about this and won't be last one either!

Desired Settlement: Refund the $9.99 back to me and mail me a letter in the future before credit card on file is about to expired.

Business Response: Initial Business Response
This member's complaint has already been resolved by our Corporate Office personnel as of yesterday, September 26, 2013, afternoon. As a coutesy to this long-standing member CFF made the decision to rescind the $9.99 service fee that this member refers to in his complaint.

Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.) I just checked my credit card and I have not seen any refund on this. Also will you be able to send out mail/email notice in the future when credit card is approaching to be expired?

Final Business Response
The return of this CFF member's $9.99 service fee has been requested of our third party billing company. The time that it takes for the credit to reflect on this member's account is dependent on his banking institution. Most banks take anywhere from 3-5 business days for the credit to reflect in their account balance. The credit was requested on September 26, 2013; we are still within the 3-5 day timeframe at this point. We ask that this member please follow-up with CFF the end of this week if the credit still has yet to be received. Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/14/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company promised NOT to keep texting me. Typing "STOP" to their text messages does not work. Called them several times to stop text harrassments. California Family Fitness promised in their initial contact with me that they would not send marketing material nor call me nor text me to join their organization. They have texted me several times, at least on a weekly basis, and sometimes more often. I called them a few times during the past couple of months to explain that I am no longer in the Sacramento area & that I did not appreciate their continual marketing and inconsiderate tactics. Their text harrassment has increased despite my telephone calls to put a stop to their texting. The 'Stop" commands they are instructing are completely ineffective. The minute I finished calling them a few minutes ago to stop texting me, I received another one almost immediately. This has happened more than once. I do not know which address / location they are calling me from, but this harrassment has to stop. Out of common courtesy, I advised ***** that the next stop would be to reach out to the regulatory agency or the Better Business Bureau. They have been given several opportunities to stop 'texting' me. For your information, their text advertisement has awakened me more than once.

Desired Settlement: This business needs to be reprimanded and stopped immediately from their relentless, inconsiderate and ineffective marketing tactics. Legal counsel and reporting to the appropriate regulatory agencies will be the next step if their marketing outreach methods continue to me or if there are any repercussions from my submittal of this complaint. I do not want to be contacted by California Fitness Center. Their marketing tactics has become a negative tool and has achieved the exact opposite results in accomplishing their marketing goals.

Business Response: Initial Business Response
Contact Name and Title: ****** ******** SVP Contact Phone: XXX-XXX-XXXX Contact Email: ********@calfamfit.com California Family Fitness has corrected the technical problems encountered by some of our members and guests. The third party vendor that provided the software used for texting has enhanced their product so when the word "stop" is texted in response to a California Family Fitness text, that name and number is deleted from the data base of all 16 locations. In the past, it was possible to receive text communication from multiple locations. The problem has been corrected. Also, future numbers texted will only be numbers who have opted in. We feel that we have taken the measures needed to correct the problems sometimes encountered by our clients.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Repeatedly requested local offices as well as corporate offices to remove me from texting list to no avail. Told I was removed but still getting texts After inquiring about services at Cal Fit they requested my phone number and I have been getting text messages from multiple local locations ever since. I have replied on multiple texts the word "stop" which supposedly will stop them from texting you again. However, I keep getting text messages. I also called what I was told was the corporate office (916) 987-2030, and left a message for "*****" as well as calling local offices and asking them to remove my number from texting list to no avail. I have yet to hear back from "*****."

Desired Settlement: I just want to stop receiving text messages, I do not have unlimited texting on my plan and get charged overages.

Business Response: Initial Business Response
Contact Name and Title: ****** ******** SVP Contact Phone: XXX-XXX-XXXX Contact Email: ********@calfamfit.com We have removed Ms. ******** number and other information from our lead management and have instituted procedures that should prevent this issue with other prospective members. If Ms. ***** has incurred texting expenses due to our text messages to her we will gladly reimburse her. Please have her contact me at our corporate office if she would like us to process a reimbursement.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I want to cancel my contract and they have not contacted me back. I was told in an auto response to my email that they would contact me within 3 business days to process my request and I have not been contacted. I sent a second email on the third business day and still have not received anything from them. They have also been automatically withdrawing funds from my checking account without my authorization. I was told that automatic withdrawal was not available when I initially signed a contract with them.

Desired Settlement: I want them to cancel my contract and pro-rate any cancellation fees for the time that I have been a member.

Business Response: Initial Business Response
Contact Name and Title: ******* (MS Supervisor) Contact Phone: (XXX) XXX-XXXX Contact Email: ********@calfamfit.com We must respond to all member inquiries in the order they are received, but due to an extreme influx, response time has been delayed. We'd like to express our sincere apologies if this has caused any inconvenience. Per the membership agreement, if a membership is canceled early, a one-time Early Termination Fee (ETF) of $275 is required. If more than half the life of the contract has expired, the Early Termination Fee is reduced to $150. In this case, half the life of the term will be complete after one more monthly payment. To resolve this matter, we will waive this last monthly payment as a one-time courtesy, reducing the ETF to $150 due by September 29, 2013.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Miss representation of contract by Sales Person In Sept of 2012, my son was coming out of a 9 month out of state drug rehab program. My son asked if he could have a gym membership when he got home, which we agreed to providing he meet certain behavior requirements. We told him if he did not meet behavior requirements we would cancel his membership. In Sept 2012 I went to the Folsom California Family Fitness to sign my Son up. I explain the situation to the Sales Person. The sales person wanted me to sign a 12 month contract to get the best rate. I told him no, I wanted a month to month contract and knew the monthly rate would be higher. I also decided to include myself on the membership so we could go together. During these discussions I insisted I wanted a month to month contract so I could cancel at any time. The sales person than took all my information on his computer as everything was done electronically. He than gave me an touch screen pad to sign electronically. He than went quickly through the contract saying initial here, sign here etc. At the time he did not give me a copy of the contract nor did he ask me if I wanted a copy. After about six months my sons behavior was such that I needed to cancel his membership as he was getting back into drugs. I than went to the Folsom California Fitness to cancel and was told they could not cancel memberships and that I would have to contact the corporate office, which I was not happy about the additional runaround as I could not cancel at the same place I signed up. I than contacted the corporate office to cancel the membership. I was told I had a 12 month contract and there was a $150 fee. I explained the situation to the person in the corporate office, that I had requested a month to month contract. She said the contract was for 12 months and that I was going to be charged $150. End of discussion. After some more runaround I was able to obtain a copy of the contract after the fact. My complaint is the Sales person miss represented the contract I signed. He quickly went through the signing and did not give me a copy. As everything was done electronically, this enabled him to take advantage. I'm sure the Sales person was on commission and had a financial incentive to sign people up for longer contract periods. (I asked the person in the corporate office this question and she refused to answer.)

Desired Settlement: Refund of $150 cancellation fee.

Business Response: Initial Business Response
Mr. ***** **** I am in receipt of your email Consumer complaint dated September 12, 2013. On September 19, 2012 you signed a 12 month term membership with California Family Fitness. You signed and initialed the term membership agreement allowing you full access to our facilities and in exchange you are charged an agreed upon monthly fee and held to the established terms and conditions. The before mentioned membership terms were reviewed with you at the time of membership enrollment and required your signature and initials prior to the activation of your membership. You were provided at that time an option to receive a "hard" copy of the contract or to have the contract emailed to you. Within that term contract it is stipulated that an Early Termination Fee (ETF) of $150.00 is assessed in the event you cancel your membership after six months but before the twelve month term is fulfilled. You cancelled your membership on March 30, 2013. You were notified on March 30, 2013 and again on April 17, 2013 that you would be responsible for the for the ETF charge. You were also notified on four other occasions that the $150.00 was past due and needed resolution. You ignored those calls until September 11, 2013 when you spoke to a representative who informed you that the $150.00 remains outstanding. As today, September 19, 2013 there remains the past due amount of $150.00. If it remains unpaid, the account will be forwarded to our Third Party collections vendor. Should you need to make payment arrangements on this past due you can contact me directly at 916.987.2030 ext 2155. ******* ********* Californian Family Fitness

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/20/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They have a full page ad in goforit magazine that they do not honor. They do not have details in their store and it seems to be bait and switch to me. I picked up a current Go For It Magazines yesterday and on page I believe 19 was a full page ad for California Family Fitness. The ad reads "July For Free. California Family Fitness is open to the public for the entire month of July". It sounded like a pretty good deal. Of course "some restrictions apply" and "see club for details". So I went into the club in Natomas on Truxel and brought in the ad. They said this was a "buy a membership, get the month of July Free" promotion. Now I read that ad up and down several times and nowhere on the ad does it mention anything like this. A restriction and a requirement are two different things. Now any reasonable person who reads this ad will not understand this ad as a "Buy a membership, get a month free" promotion. So I talked to the managers on duty yesterday and they said all they could give me was a week free and that they would need to get "approval" to take care of me since they too read the ad and couldn't find anywhere in the ad where is states I needed to buy a membership. Now I am certain I am not the only person who read your magazine and got their hopes up that the ad you listed was a true promotion and not false advertising. I am sure I am not the only person who is upset about this. I was told the store manager, or "the" manager who makes decisions would call me this morning, which of course they didn't. I called their corporate office and left a message and haven't had a response yet. They would not honor the ad. This ad can be seen on page 19 of their current ad. A copy of this ad can be found on their website on page 19 (goforit.com).

Desired Settlement: I want them to honor their ad to everyone that comes into their location. I want them to have something posted about this so others don't get baited as they tried to bait me. Their locations have no details as they promised in their ad.

Business Response: Business' Initial Response
To whom it may concern, Considering the fact that this client was a former member, our employee was following the restrictions listed on the ad pertaining to "first time visitors only." After reviewing our guests from that day, we realized it was imperative to re-connect and were successful in booking an appointment this Wednesday to honor our "July for Free" ad. Our client was able to speak with our Member Services Manager as well as our Sales Manager prior to submitting his BBB complaint to help overcome any service issues. If there are any further challenges he can contact the Senior Sales Director for final resolution. Thank you,

Consumer's Final Response
Consumer states that he did receive contact from the business and was offered the month of July for free. He was able to use the gym on a couple of occasions during that time but will not use them again.

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/16/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i contacted california family fitness and they have failed to correct a fraud account i got a letter stating i had a account from california family fitness i have had no such account i told them i been dealing with fraud and someone is going around being me and i told them i filed a police report with sacramento police dept and they kept sending me back to the collection company and the collection company per there words stated that a police report doesnt change the status of the account that they are going to continue to report it to the credit bureau i told them i was going to file a complaint against them as this was a fraud account and they are not following the fair credit reporting act laws.

Desired Settlement: want the account removed asap as this is a fraud account

Business Response: Business' Initial Response
As previously discussed with this CFF member, we have confirmed that we have the signed CFF agreement as well as the California State ID showing a picture of ***** ******. CFF along with our third party collection agency have requested the police fraud report in which you have filed. This documentation is essential and has been requested a few times from you. At this time we have discontinued collection activity on this account for 30 days. Once the requested information has been received, I will contact you directly with resolution. Thank you.

Consumer's Final Response
(The consumer indicated he/she ACCEPTED the response from the business.)

Business' Final Response
CFF satisfactorily received documentation of fraud from Mrs. ******. The third party collection company was told to remove all credit edits effective July 22, 2013.

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've tried to terminate my month-to-month membership with California Family Fitness Gyms since mid-February 2013. At that time, I approached the manager at the Madison Ave. location where I initially signed up on Dec. 26, 2012. He informed me that he was not authorized to cancel memberships, only to sign people up for new memberships; that I would have to deal with their corporate office, and he gave me their phone number. So, I called corporate office, selected the "Cancel Membership" option form their phone menu, and was immediately put on hold without ever speaking to anyone. I waited and held for 25 minutes, then hung up. Over the next several days, I placed additional calls. Same result. I even tried selecting the "New Membership" option from their phone menu. Just as I suspected, I was immediately connected to a real live person. When I told her I wanted to cancel my membership, I was again put on hold where I waited another 20 minutes, before hanging up. I then visited another gym location on Fair Oaks Boulevard, where I was advised to go online to their website to cancel. Easier said than done. Their website lists no e-mail address; at least none that I could find. I was then advised to snail-mail my request, signed and dated to their Corporate Office, P.O.Box 2350, Orangevale, CA XXXXX, which I did. The only reply I've gotten is an ever-increasing monthly bill. I feel I've shown good faith in my attempt to resolve this matter, including paying them three months membership dues, even though I left their gym after 6 weeks to return to *************** Gyms, where I have been a member for 8 years, with absolutely no problems. As I informed the Cal-Fitness people when I joined, I only wanted to to use their gym for 2 months, just for a change of scenery, before returning to ***************.

Desired Settlement: Accept my payment of three months dues in exchange for the 6 weeks I worked out.

Business Response: Business' Initial Response
Dear Mr. *********, Per your membership agreement, a cancellation request must be submitted to the Corporate Office in writing at least 7 days prior to the last monthly invoice to which you would like to have your prepaid dues applied. We are in receipt of no such letter to cancel your membership and have yet to receive any notice to cancel until now. Accounts Receivable has made multiple attempts to get in contact with you to resolve this issue using the phone number on file and by mailing notices to the address on file. The first attempt was when ******* called on 5/13/2013 and a second attempt was made by ******* on 7/18/2013. All with no return response. The responsibility of submitting a cancellation request is on the member and with nothing to show for your efforts, the best that we can do is give you half-off of your current balance ($164.80) due. You can clear your balance due and effectively cancel your membership by contacting our Accounts Receivable Department (option #5) by calling our corporate office at (XXX)XXX-XXXX. Thank you

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/26/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Was offered a free month on my membership dues if I referred a friend. On or about May 20th I received a voice mail from ******* at California Family Fitness sales team. It indicated that they were offering members a free month's membership if we referred a friend. I called the Citrus Heights location (the gym I visit most) to let them know that I have a friend interested in signing up. I spoke to ***** in the sales team that indicated that ******* was from the Roseville location but that he'd be able to assist me with the sign up. I got all of the pricing information and provided it to my friend. Less then 2 hours later, my friend and I called ***** back and got the membership set up. My friend was supposed to get a free month at sign up and ***** informed me that I would receive my free month for the month of June. Checked my bank statement during the first week of June and saw that the dues were taken from my bank. I called CalFit and told them and ***** assured me that it would be taken care of for my July bill. On June 15th, I spoke to the front desk and asked them to check and confirm that a credit was placed on my account for July. She didn't see a credit so she took my information down and told me that she would have the sales manager call me on Monday the 17th of June. Monday can and went and when I didn't hear anything by Wednesday, I called and spoke to ***** in the sales department. He set an appointment up for me on June 20th to take care of the issue. It was at this time that ***** spoke to ***** (the sales manager) and was told to take my information and ***** would take care of it and get back to me on Friday the 21st. I didn't hear from ***** on Friday so I called Monday the 24th. It was during this conversation that ***** stated that he had a meeting on the 26th and would have the credit applied and contact me at 11:30 to confirm. I didn't here from him at 11:30 so I called and left a message. ***** called me back approximately and hour later and confirmed that the credit was applied to my account and that I would not be billed for my July bill. Checked my bank account on July 3rd and saw that the monthly dues came out yet again. In addition, I got an email from CalFit with a brand new membership agreement. I called and spoke to ***** and he seemed surprised that I was charged. He also said that the agreement needed to be signed in order to give me the free month but that there would be a note on the account indicating that my original effective date on the account was Sept. 2012 and that I would not be signed in to another year contract. I told him that I would not sign anything of that nature because it was a legal document that stated the opposite of the "note" that he said would be on my account. He said that he'd call corporate and call me right back. As of 7/8/13 I did not hear from him, so I called corporate myself and spoke to ******. I provided her with all of the information and she has been working on the issue. On 7/12/13 I spoke to ****** and she informed me that ***** has not contacted her back and that the offer the sales team gave me was not something that corporate was aware of and that it didn't exist. She's referring the information on to *****'s boss and will get back to me when she has additional information.

Desired Settlement: I would like to have 2 months of my dues credited to my account. One month for the promise that they offered and the second month for all the time and effort I have had to put in to try to get this issue resolved. This process started in May and still isn't resolved as of July 12, 2013

Business Response: Business' Initial Response
Dear Ms. *****, Thank you for your communication. We apologize for our delay in response. Your BBB complaint was forwarded to the attention of the Vice President of Sales for review. After his thorough review of your account he came to the decision that CFF would credit you one month's dues per what you had originally been promised by our sales representative. This one month credit has been applied to your next pay period. We sincerely hope that this resolution meets your satisfaction. Thank you.

Business' Final Response
(The consumer indicated he/she ACCEPTED the response from the business.) I have accepted their response because they are FINALLY following through on the promise that the sales team offered. I do however hope that upper management is looking into these sales tactics to ensure that their sales teams are no longer providing fictitious offers in an attempt to pump up their sales numbers.

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/19/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was told that I can cancel at the club anytime. But when I went to cancel I was given a number that left me on hold for 2 hours. I am homeless. I was not allowed to cancel at the club like the sales person told me. I went to the club before my billing date to cancel and was told to call cooperate, after 2hrs on the phone and multiple attempts that day to reach them, I was without success. I am homeless and do not have money to pay. My bank account went into overdraft because they did not cancel my membership at the gym. They are frauds. I was also promised that a new club in downtown will be open by June, it is now July and they are telling me August. I live too far without transportation to go to the natomas gym. The only reason I joined was because of the promise of a club in downtown.

Desired Settlement: I want my refund of $49.99 back. I will not be using their services this month.

Business Response: Business' Initial Response
Our Member Service Specialists have reviewed *** *********'s account in detail and determined that he enrolled in a twelve month term agreement on March 19, 2013. This member was in telephone contact with one of Member Service Specialists at the CFF Corporate Office on July 2, 2013. During this telephone conversation the member expressed his interest in cancelling his membership. He was advised of the fact that by cancelling his membership he would be responsible for paying the early termination fee of $275 for his twelve month term. The member denied having enrolled on this membership and the Member Service Specialist offered to send the member a copy of his signed term agreement. The member demanded a refund of his most recently collected monthly dues and to be let out of his agreement. The Member Service Specialist offered him a reduced early termination fee of $150 and after his refusal she asked him if he wanted to speak to her Supervisor. The member hung up before the Supervisor picked-up the call and the Supervisor was unsuccessful in her attempt to call him back. This member has been offered a $125 reduction in his early termination fee. This member has been using the fitness facility frequently; even after his BBB complaint was submitted. All CFF memberships require a thirty day written cancellation notice prior to the termination of member access and monthly dues. This member's first recorded written and/or telephone attempt to cancel his membership was dated July 2nd which was the same day that his most recent monthly dues had been processed for the month of July (the monthly dues are drafted 12:00AM on the regularly scheduled draft date). This member has given adequate notice for the cancellation of his membership with a reduced early termination fee before his next scheduled draft date of August 2, 2013, however he must contact our Member Services Department in order to complete his request.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I thought I signed up for a 30 day trial. I never received my signed agreement. I later was told I signed my daughter for 1 year contract. Now I owe The sales person mis-represented the terms of the agreement. He never gave me a copy of the agreement to review. During our conversation I was adamant that I didn't want to sign a long-term agreement. It stated out as a 7 day free trial request, that evolved into (what I thought) was a 30 day trial for approx. $60 (already charged to my credit card). Even when I met with the trainer, I again said that I was only doing a 30 day trial. When I called the establishment to cancel, they forwarded me to their corporate office. The corporate office then re-directed me to the original location. It wasn't until I complained that I finally received a copy of my signed agreement. In order to be released from the agreement, I have to pay $215.01. I think they totally misrepresented themselves. I take responsibility for my commitments (though unaware to me). My mistake was that I trusted their employees to be honest.

Desired Settlement: I will pay the $215.01, but feel that this is unfair, and would like this amount refunded.

Business Response: Business' Initial Response
Thank you for expressing your concerns regarding the enrollment process that you experienced at CFF. The CFF Senior Management has reviewed your claim in detail and in doing so we determined that there are actually two different issues being argued in your claim. One issue is regarding your daughter *******'s twelve month term agreement and the second issue is regarding your own one month free guest trial. You participated in the enrollment of ******* (your daughter) into a twelve month term membership agreement dated April 23, 2013. Our management software system automatically emails a copy of a new agreement to our new members upon enrollment. In addition to this electronic copy of the agreement one of our member services personnel emailed you a copy of the agreement on May 23, 2013. This same corporate personnel spoke with you regarding the membership agreement and applicable early termination fee once on May 20, 2013 and twice on May 23, 2013, The agreement that you came to as a result of these conversations was that she wave the thirty day cancellation notice and final draft in addition to the application of pre-paid last months dues toward your early termination fee of $275. The resulting balance due is the $215.01. I have attached a hard copy of the original agreement which clearly outlines the term of the agreement that ******* enrolled in. In reference to your own thirty day free trial, our records show that you took full advantage of the thirty day pass and there was never a subsequent membership processed through our membership management system. In addition to your own thirty day trial your second daughter was also given the same courtesy of thirty days free use of our fitness facilities. These two passes **** a combined value of $119.98. CFF sincerely hopes that your family enjoyed the use of our fitness facilities and that this communication satisfactorily answers all of the questions that you had in regards to your membership and/or guest experience.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response, and here is why: 1. I was always adamant that I did not want to sign up for any long-term commitment (for myself or my daughter). I was told in the first meeting that this was only a 30 day trial membership. I do take responsibility in that I should have carefully read the document before I signed it. My mistake was that I trusted the representative to be honest. 2. I was told that the 'free' 30 day trial was for 'up to 5' family members. Therefore, I added my 2 daughters. 3. I met with a personal trainer on May 1, 2013, and again told him that I hadn't decided on any long-term commitments. 4. I did not receive an e-mail copy of the agreement I signed regardless of what your 'management software system' automatically does. I would like to know what e-mail you sent the agreement to, since it was not sent to me. Also, I did not receive a second copy on April 23, 2013 from your member services personnel. However, I did receive a copy of the agreement (after my request) from ******* on May 23, 2013. This was the first time I received a copy. 5. I contacted CFF on May 20, 2013 and spoke with ***. She informed me that I signed up for 2-year agreement. When I wanted to cancel, she said that cancellations were done from the facility where I signed up (Rocklin). When I contacted Rocklin, they re-routed me to their corporate office. 6. I did speak to **** ********* on May 20, 2013. He asked that I e-mail in the information regarding my request to cancel the 30 day trial membership. Again, I am disappointed with the mis-representation of CFF.

Business' Final Response
Thank you for notifying us of this oversight. One of our Member Services personnel will be responding to the e-mail communication that you sent CFF today in addition to this response on BBB. Thank you,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/1/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have asked for my membership to be cancelled, as the original reason I joined was because of the promise of a new location near my residence. I will be cancelling my membership effective immediately, June 10, 2013. Please find enclosed a copy of my contract. Also included is a copy of the OVERVIEW OF CALIFORNIA'S HEALTH STUDIO SERVICES CONTRACT LAW a/0 April 2012. Please refer specifically to the below and the highlighted portions of the of the document attached: "A health studio services contract also is void and unenforceable, and may be canceled by you on this basis, if you are induced to sign the contract by any willfully false or misleading information, representation or advertising by the health club.26 For instance, if the health club knows or has reason to believe that a significant portion of the services or facilities will not be provided or available for use as promised, or if the health club misrepresents anything else that is important to you, that may entitle you to cancel the contract. If you decide to cancel on the basis of the health club's misconduct, you should give written notice of cancellation promptly after you learn of your right to cancel. The notice should describe the willfully false or misleading information." When I consulted with your membership representative, ***** ********* in November of 2012, I was told very clearly that your organization would be opening the downtown location (on K Street) by January 2013 at the LATEST. That it was a "done deal". I had expressed to ***** that I would not be using the Folsom location regularly as we live in the center of Sacramento, and didn't see the value of signing up that night for a membership because the current downtown location is sub-par, the parking is difficult, and I didn't feel safe visiting the location on J Street at night, that I would wait until the new location was completed. We discussed this in detail, he showed me your site, pictures of the location, explained that it would be the best club in the family of locations, and I should definitely join now since it would be open in just three months or less from that date. In the following months it became apparent that it would not open on time, I asked again and I was told with EQUAL ENTHUSIASM that it would be opening "soon". Now your site indicates that you will be opening in the "summer" of 2013, no definitive date. I called to cancel my membership this evening and I was told that I could not without incurring a $150 fee, as it was explained to me, "my obligation" to your organization. I was also told that the new location has now been pushed out to January 2014, MORE THAN a YEAR past when it was "promised" to me by your representative that it would be opened. I explained to your representative that the reason I considered joining your club revolved around the promise of the Downtown location. I asked what your organizations "obligation" was in regards to your commitment and promises to me as customer to open a new location? An enticement made to get me to join earlier. She basically told me there was none. She agreed to freeze my membership. I told her that is was fine for now. But, I am not OK with this. I do not want to continue a relationship with your organization. I am attaching the above referenced document, in regards to my legal rights, because you gave me no other choice but to take this route. The above referenced reasons make the contract null and void. I was MORE than patient waiting for this location to open. It is not like I called 2 months later, I paid you for 8 of the 12 months, each month ON TIME. I feel like I have fulfilled much more of a reasonable expectation of obligation in this one sided contract. And now I no longer want to continue a business relationship with your organization that seems to not care how I feel about being oversold, presented misrepresentations and lied to.

Desired Settlement: I just want my membership cancelled without being charged $150 because I am leaving "early". I would have never joined if I had known that the representative hadn't lied about the impending opening date being in less than three months from when I signed up.

Business Response: Business' Initial Response
Dear ******, We appreciate you bringing your concerns to our attention. After a review of the circumstances behind your cancellation request our VP of Sales, Fitness & Marketing has decided to waive your early termination fee of $150 and cancel your membership agreement per your request. We hope that you can understand that the construction delays on new fitness centers are not always within our control; this is the case with our upcoming K Street center. Based on our current standing in the permit and construction process we foresee being able to have this new club's Grand Opening in Fall 2013. Our sincere hope is that that you will come back to CFF at this time to enjoy our much anticipated new Downtown center. Thank You.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Cal Fit was provided medical documentation, on a number of occasions, stating I was on bed rest and unable to go to the gym. Gym was asked to freeze I sent a letter to California Family Fitness corporate office ,early 1/2013, advising Cal Fit to "pause" my account. A month later I received another bill and collections call and was advised the office "never received" my letter. I called in 2/2013, made a payment (as I was afraid of them hurting my credit), and was asked to e-mail the medical letter, from my OBG.. and I did. I was also advised not to update the credit card number, on file, as this letter would resolve everything and all fees would be deleted and account froze. I advised the rep I had been placed on bed rest for the remainder of my pregnancy and could not go to the gym. Shortly after this I was placed on hospital bed rest, as opposed to rest at home ,as my previous delivery was three months early. I was also told my account was "paused" until my doctor released me. When I sighed up I was also advised this could be done with proper documentation which I have made a number of attempts to send. I have an e-mail dated 5/14/13 from Cal fit stating the following: "*****, Thank you very much for forwarding this information to my attention. I will be placing your membership on freeze and reversing the pending balance. I apologize for any inconvenience or additional frustration this may have caused you. ******** ****** Accounts Receivable Specialist Corporate California Family Fitness Ph 916.XXX-XXXX ext **** Fax 916.987.2040 8680 Greenback Lane Ste 108 Orangevale, CA XXXXX" On 6/3/13 I received another collection notice for DOUBLE what they were trying to collect previously. I am still on bed rest and have been getting a number of harassing phones calls and letters from this company even though I sent them the letter from my doctor (on a number of occasions) and in the 5/14th e-mail, from cal fit, they acknowledged they had received it. I am out of my one year contract.

Desired Settlement: Because of the HORRIBLE billing/ collection practices this company has practiced I want the following: 1) I want ALL the fees claimed in the last statement $264.90 reversed as promised in the 5/14/13 e-mail from cal fit. (this bill includes: dues, statement fees and late fees 2) My one year contract was completed a while ago and I now not only want my account frozen but want and and all membership to be cancelled as I want NOTHING to do with this horrible company EVER again. 3)I want the fees charged to my bank account in 2013 reversed as I provided the doctors letter in 2012 and was lied to about how making a payment would "fix" my account. 4) I want all of this in writing provided from california Family Fitness

Business Response: Business' Initial Response
Ms. *****: Unfortunately, we did drop the ball on your membership and I am sorry for the lack of professionalism on our part. The doctor's notes were properly provided and the membership should have been put on "Freeze" per your direction. Additionally, in the month of May, 2013 we placed three calls to you that were unnecessary. The amount of $262.20 has been reversed. We have also cancelled your membership per your direction. In the event that you do wish to become a California Family Fitness member again, please contact me directly. Sincerely, ******* ********* Billing and Accounts Receivable Manager Work - 916.987.2030 ext ****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up with ***** at Fairytale town at a booth. I signed a paper agreement. I was told at that time it was month to month. I went in to get my card and was told I needed to sign electronically. So I did. I went to cacel my membership today and was told they signed me up for a 12 month contract. I informed them I was told it was a month to month. But aparantly when I signed electronically they switched it to a 12 month contract without me knowing and now they are telling me I need to pay $275 to end my contract. My husband is in the Army and we are on a limited budget. I am very disappointed on the deceitful ways of the company.

Desired Settlement: I want my membership terminated and for them to honor the month to month original contract.

Business Response: Business' Initial Response
I signed this member up at the event for an individual membership. We reviewed all the options together. She told me she would be using the McClellan and Citrus Heights club since she lived in Antelope. We decided the select option would be the best fit for her. We reviewed the agreement and signed and initialed the entire form. She even asked me what would happen if she moved. I told her there is a discounted move termination if she is moving 25 miles from a Cal Fit we then reviewed the locations and she concluded there would most likely be a club near her when she moved. She had not yet been to the Citrus Heights club so we booked an appointment for a tour the following Monday morning. She came in right on time and I showed her the club. I had not yet scanned her manual agreement onto her account since I hadn't been in since the event. While she was at my desk I had her digitally sign her agreement since she was here with me at my desk. When she came in she brought some of her kids with her and was unsure if she wanted to add them to her account. I told her I would give them a 14 day pass to try out the club and she could decide if she would like to add them on. She found out it was 14 consecutive days so she did not want to start it that day. I told her to contact me when she wanted to start it and I would note her account. She went into another club with her kids and someone told her they would activate a pass for her kids which they never did. She was upset she kept checking in and her kids were getting turned away. She made a complaint and got in touch with me and I noted her account for a pass for her kids, and told her she could add them on after the pass and she could see me to do that or at any club if it was more convenient. Unfortunately I do not have the manual agreement from the onsite since she came in on time and was able to sign the agreement digitally, but we reviewed it again the second time around as well she was fully aware of what plan she was on.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) Because it is a Lie and I can not support a Lie. When I met ****** at the booth I had my children with me. I informed ****** of how many children I had he decided to add the children later. When I told him where I lived he said " Then you will be at my club in Citrus Heights". At that time I did not even know abou the club at McClellan. When I came to the club ****** was too busy so he had another associate sit down with me thats when he said he would give the kids a free pass. I never asked for it he was too busy to add them. I never got a tour. As a matte of fact I never even got a chance to sit down at talk to ****** at all that day. He yelled across the gym as I walked away that he would give he kids a free pass and would add them later. You can look at the tape from that day. When I went to another gym and was turned away because the kids were not added I called ****** and asked when he was going to add them. Also the only membership that we talked about was month to month. He never and I repeat never said anything about a 12 month contract. ****** at the citrus heights location is a Liar with a capital L...

Business' Final Response
Thank you for expressing your concerns regarding the enrollment process that you experienced at CFF. The CFF Senior Management has reviewed your claim in detail and in doing so we were able to recover you initial "manual" agreement. You have continued to claim that your original agreement was a month to month membership. I have included a copy of the agreement in this letter so that you can see that in fact the agreement that you signed at Fairyland Town was for a 12 month term Select Individual Membership. The manual agreement that you signed at Fairy tale Town is consistent with the electronic membership form that you signed at the Citrus Heights club. CFF cancelled your membership on May 22, 2013, per your request. As a courtesy to you CFF waived the $275 early termination fee that was due prior to the cancellation although you had initialed two separate agreements (one manual and one electronic) agreeing to CFF's cancellation policies and applicable early termination fees. CFF is not in the business of keeping people members that do not wish to be. Our hope is that in providing you with this additional documentation you will find as we did the membership that you agreed to via electronic signature is consistent with the manual agreement that you signed at Fairytale town.

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: California Family Fitness trying to collect dues on a contract I did not sign. I didn't sign the contract. Significant other (at the time listed me as spouse) and that is their reason for trying to collect.

Desired Settlement: I want the dues they are trying to collect off my credit report.

Business Response: Business' Initial Response
California Family Fitness has been in the process of investigating this matter since we were first contacted by ****** on Wednesday, May 15, 2013. This members past due account was sent to our Third Party agency for collections of a past due amount of $255.60 in July, 2012 and there has been no communication from this past member since before that time. The account was under ***** ********* noted as the primary and ******* ****** who was noted as spouse. The members provided documentation that they lived at the same address and provided a proof of insurance as additional documentation. Under California law and as a married couple, both are liable for the debt. If either one of the individuals misrepresented themselves as married, then only ***** ********* is liable as he is the signee of record. The validity of ******'s claim that she was not married to ***** is being explored at this time due to the fact that their relationship status at the time of enrollment in the membership is what affects the past due balance liability on her part. ******* ****** called California Family Fitness' Account Receivable Director at 5:55 pm on May 15th, 2013. During this telephone conversation our Director stated that he would review the contract, notes on the account and other available information and give her a call back today, Thursday, May 16, 2013.

Business' Final Response
Our Member Services Director has, since our response, made two attempts to contact Ms. ****** via telephone. A voice message was left on the first attempt which took place at 3:54pm on Thursday, May 16th. No message was left on the second attempt which took place in the afternoon of Friday, May 17th.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My checking account was drafted in April and May, after numerous request to freeze my membership. I spoke to Robert at the Natomas fitness center, he reassure my account would be frozen in April. I noticed in May that the draft went through. I called in the end of April to make sure my account was not drafted again for May and discuss my refund for April. I spoke to *******, the fitness manager and he promised to take care of it. Nothing was taken my account was drafted again in May. Now, no one is returning my calls and the have my account information and I'm afraid they will charge my account again. My membership is $109 per month, and this is becoming very expensive, due to poor customer service and false promises.

Desired Settlement: I would like my money for April and May refunded and my account terminated.

Business Response: Business' Initial Response
Thank you for your continued membership at California Family Fitness. I have reviewed your account and found there to be a breakdown in processing your membership 'freeze" at the Natomas Fitness Center. We have taken steps to ensure that our associates have been given proper training on how to "Freeze" memberships in our new software program as well as obtain the proper documentation from the member at the time of request to "Freeze" moving forward. Your membership was put on "Freeze" status May 7, 2013. We have submitted your reimbursement of $218.00 for April and May monthly dues. Your active membership will resume on December 2, 2013. I believe this should resolve your concerns and we look forward to you seeing you in the near future at one of facilities.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I notified California family fitness to terminate my gym membership, under a sign on promo my last month would be free, they added 1 month more. I asked Calfit to terminated my gym membership on 3/4/13. From the start Ms ********** wanted the dates to be effective 5/1/13, stating I was already billed for the current month, April would be my free month (promotion). She would not accept my request to terminate my membership effective 4/1/13, then March would be my free month. No valid reason is given to me. My cancellation form (signed by me) with the dates I want effective, she told me "is not valid". To date I was charged my membership fee on 3/4/13, the same date I filed for cancellation.

Desired Settlement: I want a termination of my gym membership on the dates I specified and refund of my $69.00 monthly membership fee.

Business Response: Business' Initial Response
Customer service is out top priority at California Family Fitness. We are very disappointed to have lost you as a member and want to make sure all departing members are sent-off more than satisfied with the services provided. To take advantage of this final month, request to cancel is due at least seven (7) days prior to your next payment date. Because your request to cancel your membership was submitted after your payment date (2nd of each month) the final month would have been April 2, 2013 through May 1, 2013. Considering you missed the payment date by just a couple of days, we are willing to make an exception. Our resolution is to refund $69 of dues paid for March 2, 2013 making March 2, 2013 through April 1, 2013 your final month. Cancellation of your membership will be effective April 2, 2013. We truly hope that we can be of service to you in the future. In health and fitness, California Family Fitness

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: New representative offered 2 months for 19.99 as long as I cancel or freeze by February 18, 2013, never mentioned a contract or a charge to freeze. On December 28, 2012, a friend and I stopped to check out the gym and get some information. My friend and I are 18 and thought the representative was being helpful and honest. His name is *** *******. *** stated there was a "promotion" that we could try it for 2 months for 19.99 as long as we canceled or froze the offer by February 18, 2013. Not once did he say this is a contract or mention anything about a fee to freeze account. When I went to cancel it, that's when I found out that what I signed was a contract. He had withheld that information. I then let my parents know how I felt. My friend has no income and I only work part time sometime and cannot even afford something that I have no plans of using ever. I have access to a gym already. My mom and dad spoke to *** and he told my mom it should be no problem to get it cancelled. He also admitted, in front of my dad, that he was new and did not explain to us,this was a contract. I

Desired Settlement: Want this transaction cancelled and for them to be honest and reveal the information needed to make a decision.

Business Response: Business' Initial Response
Dear Ms. ****** ******, Thank you for the communication in regards to your experience with membership enrollment at CFF. I was able to get in contact with both the Sales Coordinator that you enrolled with as well as his Sales Manager to discuss your complaint. It seems that you and a friend enrolled in your membership while our Sales Coordinator was at an on-site event at your local Wal-Mart on December 18, 2012. You came in to the Natomas club on February 11, 2013 to request that your membership be cancelled and one of our Natomas club managers gave you information on our cancellation procedures and gave you the phone number to the Corporate Office department that handles all membership cancellations. On February 20, 2013 you came into the Natomas club to find out about how a freeze would work and when you were informed of the policies and the monthly fee that would be charged you were unsatisfied with this information and after the situation was brought to the attention of the Natomas club Operations Manager your membership was placed on a complimentary one year freeze. Later in the day on February 20, 2013 a gentleman called the Natomas club and identified himself as being your father. He wanted to discuss your account to find out if we were able to do anything about your contract. The Sales Coordinator that originally enrolled you in a membership took the phone call and notified your father of the fact that your account had been placed on a one year freeze at no cost to you. Your father seemed satisfied with this arrangement and got off the phone call. Our Natomas Team did the best that they could to work around the membership commitment that you had made to CFF (we have your signed and initialed term membership agreement on file) and satisfy your requests. That being said, CFF is not in the interest of keeping individuals as members if they are not interested in being members so we are cancelling your membership per your request effective immediately. We are waiving the early termination fee that you agreed to in your membership agreement; you will not receive any further billings from CFF for this membership. We sincerely hope that this resolution is satisfactory to you and that you will return to CFF when you are in a better financial situation to do so in the future. Yours in Service, CFF

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I obtained a membership around 2008, and was cancelled for what seems an inconsiderate reason. I did apply for a job there but did not take it for lack of hours. I felt like I was treated badly. I was going to workout as a member not an employee. I understand that I was aggressive with the employee but this was in reiteration to their mistreatment. Again the time I went in there was as member not an employee.

Desired Settlement: I really enjoyed my time with California Family Fitness and just want my membership back. This is no way to treat a long time member.

Business Response: Business' Initial Response
******, Your claim is not accurate. You did accept the job, and you were employed by CFF. You were separated from employment due to your refusal to perform tasks assigned to you by the club manager. You were allowed to keep your membership once you were separated, however, after you exhibited inappropriate behavior in the days following your separation the club manager attempted to speak with you. When you refused to speak with the club manager, and continued to make inappropriate comments, you were asked to leave the facility, which you refused to do so the police were called to escort you from the building. Although you did leave before they arrived, CFF decided that you would be allowed to keep your membership, just not able to use the Sunrise facility. The following day you came to the Corporate Office to meet with me and brought a "witness" with you. You continued to berate CFF and made highly offensive and inappropriate remarks that resulted in the complete cancellation of your CFF membership. Your and words and your "witness's" words included personal attacks and racial slurs toward our Member Service Manager, myself, and club staff. At this time, CFF stands behind our decision to revoke your membership, and you are not eligible for a membership in the future.

Consumer's Final Response
When I first started working at family fitness, ****** the person from where my problems derived from, pulled me out of my orientation to clean the bathrooms. I am not sure what her name really is so I will call her ******. She was very hostile with me; I decided to ignore that and continued to work there. I was only working part -time every day. I worked around only four hours each day and ever time I went, I was mainly cleaning file bathrooms since I did not have more time to clean the rest of the gym. I was told to deal the bathrooms and did not receive training to do other things.I had just given my two weeks' notice at my previous job so I could could not work full time at the moment. I was just only beginning "to get to know my job. On June l4th, I had only been working two hours when ****** began to complain that other parts of the gym were not clean. She was always with *****; he said that everyone can tell me what I had to do in front of everyone. I felt belittled and humiliated as I saw people scoff and laugh at me. I did not like the way he managed so I decided to quit After that I continued to go to the gym as a member. Every time I would go, ****** would welcome me in a sarcastic way like saying I should not go there anymore. I got tired of it one day and said that she needs to do exercise. She told ***** and he called my house and left me a message. I ignored it because I did not work there anymore Since he could not get a hold of me by phone, he insisted to bother me and decided to confront me in person. He signaled me with his fingers and spoke to me with an authoritarian attitude. His attitude bothered me and I said that I did not have time for him because I was in the middle of my workout. He did not like my response so he discontinued my membership. I could tell he did that just to look good in front of his co-workers. It was very easy for him to treat me like nobody because I'm Hispanic, the way he signaled me was if I were some animal. He decided to discriminate me because he wanted to impose that his position has authority. He had no right to treat me that way because I was not an employee there anymore, I was only a member. When I went to the corporation to report this incident, the person who gave me my orientation was already there waiting for me. Sadly, he was ready for me only to expel me in a very rude and scurrilous way. He did not want to hear anything I had to say. It seemed that he was only trying to cover ***** and ****** I am quite very disappointed and deceived how the person who said to treat all members with respect could treat me like total garbage. To my dismay, I am quite sad how family fitness runs things. As an employee I was discrimninated, and as a member I was harassed and humiliated. I only wanted to be a normal member like everybody else. I am just mailing this information so at the CEO of family fitness could be informed how its employees run their business. I hope you can help put order accordingly to the family fitness policy. In my case all of them were broken. ***** had no right to cancel my membership; I would like my name to be cleared off and to be reinstated as a member. Thank You

Business' Final Response
******, Section One of your membership agreement states, among other things: "You understand and agree that California Family Fitness (CFF) has the right to revoke your membership and discontinue your privilege of using any CFF or affiliated facility if you fail to follow the rules and regulations, display improper conduct or default on any obligation to CFF." CFF maintains its stance that the behavior you displayed in the Sunrise Facility, and again at our Corporate Office was deemed "improper conduct," and with that, we are unwilling to offer any resolution to this matter. The personal insults, and profane/offensive language used by not only you, but your "witness" who accompanied you, resulted in the termination of your membership.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

2/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've been quoted 3 different numbers on what I need to pay and nobody will call me back. Since the credit card that was used for the automatic monthly withdrawals was cancelled due to credit fraud, the membership dues could not be withdrawn for my monthly dues. I received a letter from the club saying they had tried to withdraw the dues and requested me to call and update the credit card info. On 12/04/12 I called to update and they said I owed 2 months. at that point I decided to cancel the membership since I barely used it. The representative told me that I would need to go into a club and pay $109 payment for the prior month+ $19 maintenance fee and to fill a cancellation form.she also said that the deposit paid when the membership was opened would cover the 30 days forward after the cancellation required by the contract signed. The next day i went to the Roseville facility. I had to go twice because the manager was not there and there was nobody to handle my request. when I came back and met the manager(Kate)she didn't seem to be too happy about me cancelling the membership and told me that I'd had to pay $247 before she could even process my request. she also said that because my payment date had just passed a couple of days I'd have to stay and extra month making my cancellation date Feb 2,2013. I decided to go back to my office and call the corporate office to confirm the information. I spoke to ******** that told me that actually what I had to pay was $198. I suggested that I'd paid the $109+19 that i was quoted the day before but she said in a rude way that it was me that'd have to go by their rules. I then asked her to let me speak to a manager. she said the manager i needed to speak to was ******** and that I needed to leave a message in her voice mail to have my call returned. I left a message asking her to please call me back with an accurate figure and an explanation. I also faxed my letter requesting to cancel the membership to them. She didn't' call me back after a while so I decided to call again. this time I spoke with Sal. she said ******** was not available. I requested to speak to another manager and she said in a cold manner that I could only speak to ******** before I could speak to another manager. I never received a call back from anybody. Instead I received 2 envelopes with accounting entries: one asking for $19. the other for $228. I feel that after all the time i have been a member I don't deserve this kind of treatment. I need to know the amount I need to pay with an explanation since I have been quoted 3 different figures and for them to confirm if they received my cancellation request.

Desired Settlement: i need an detailed explanation of what i need to pay and confirmation that the club received my cancellation request. also when is the effective date of cancellation. An explanation for the disrespectful treatment would also be helpful thank you in advance.

Business Response: Business' Initial Response
Contact Name and Title: ****** ******/Collectio Contact Phone: XXX-XXX-XXXX Contact Email: *****@calfamfit.com I have contacted the consumer and we have resolved this matter between ourselves to the consumer's satisfaction.

Business' Final Response
We have resolved the issue with the consumer to the consumer's satisfaction.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Section 5 of the contract clearly states that when a member checks in to the club at the front desk they must present a workout towel. I first visited CFF in December of 2010. When I was walking around with my sales person **** I asked him why there are so many members walking around not carrying a towel with them. I see that it is posted under the gym rules as rule number 1. He assured me that it is strictly enforced and that i need not worry about that. I signed a 1 year agreement for myself and my wife to join at 109.00 a month. I am a frequent visitor to the gym and when I continued to see members leaving sweat on machines, not carrying a towel I voiced my concerns to the front desk. I was told by them they were not even aware that was a gym rule. I showed them where it is posted and they didn't seem to care. After more months went by I started going to the manger Norbert and voiced my concerns with him. He assured me that he would make sure his team knew about the rules. Now we are going on a year and I continued to see no change. I proceeded to call the corporate office and I was referred to ***** ******. Mr ****** and I have spoken at least 5 times in the last year on the phone in regard to this issue. Nothing has changed and when I told him that it is in the signed contract under section 5 he said that he would get it removed from the next contract and that they will not enforce it. He insisted that I get a free month for my troubles, I told him that I did not want the free month, I wanted the contract enforced. I asked him what would happen if I quit paying my dues, he said that they would have to send my account to a collection agency for not following the contract. So why wont they follow the signed contract? I had to go to his superior who was ****** ****** who is the president of the gym. He also would not agree to enforce the contract. The last phone call I had with ***** ****** was on 11/19/2012 at which time he pretty much told me to quit the gym. What he said exactly was that if he was paying a company every month for a service and they were not providing that service that he would quit giving that company business. I told him that I signed a contract with his gym, and I expect them to follow the contract as it is legal and binding. So I have been battling CFF for the last 2 years to enforce section 5 of the contract and they will not. To suggest I quit the gym instead of resolving the issue, has left me with no other alternative then to file this formal complaint against them as breach of contract.

Desired Settlement: For Breach of Contract I either want the following- I want half of my payments that I have made to them over the last 2 years for all of the phone calls, all of times i went to the front desk, or any other suggestion that the BBB suggests. I would also be happy with them sending a mass e-mail out to all members stating that they should have been enforcing the contract, and apologize to everyone and that they are going to start immediately.

Business Response: Business' Initial Response
******, Since you brought forward your displeasure about workout towels, CFF has taken many measures to address your concerns. We have posted signs in the club reminding members to please carry a workout towel, it was addressed in our monthly newsletter, and I have spoken with the management team at length regarding this issue. As I have told you on many occasions, we have provided "cleaning stations" with paper towels and disinfectant in numerous locations around the club for those members who forgot to bring a towel with them to CFF. After you had pointed out in our agreement that it states each member must bring a towel with them, I let you know that, due to the volume of member visits this is difficult to enforce, so we have provided alternative options. Aside from the cleaning stations I mentioned before, we also have towels for sale at the front desk. After attempting to overcome this issue with you on multiple occasions, I realized that it might be easier for all parties involved, if we removed the line in question from our membership agreement during our next annual review of the agreement. At the point where I suggested that you discontinue your membership, due to your unhappiness with our response, I was only informing you that the one year obligation of the term agreement had expired and you were now in a month-to-month status, and could cancel at anytime. I apologize that you continue to be unsatisfied with your membership. As I have stated many times before, CFF will not turn away a member from using the club, purely because they did not bring a towel with them, when we have alternative options available in the facility. Finally, your desired resolution to refund half of all your payments, or emailing our member base apologizing to everyone is not reasonable. Thank you for your time.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) The contract that I signed in 12/2010 clearly states in the first line of section 5 that a member MUST present a towel and their gym card to access the facilities. There is no sign when you check in about a towel being required nor has the club posted any more signs then they had originally when I brought up my concerns to management.I have even asked 5 different employees if they are aware of the number 1 gym rule, and they told me that not only are they not aware of it, that management has never talked to them about it. The last person I spoke to about this issue was one of trainers named *****, who now is upset with me that I told ****** about my conversation with him. I have asked on numerous occasions to have the SIGNED LEGAL BINDING contract to be enforced, to only be told that it will not be done, and that we will remove the requirement from the contract. It was put in the contract for a reason, and for the management team of CFF to continually ignore it, is clearly a breach of contract. I already know that my obligation to the contract was fulfilled by me, at least I upheld my side of the agreement. You put in the contract a item that you clearly only put there to make new members feel a false sense of that you were going to enforce the rules. I addressed my concerns right away to management when I saw that the contract was not being enforced. It is disgusting to being working out and having to come across someone else's sweat all over the machine that I want to use. This business has not upheld their side of the contract and I refuse to dismiss my complaint against them. How sad of an answer to say we will remove it from any future contracts. I only agreed to join the gym when I was told that the gym rules are enforced. I addressed my concerns to ******, *******, ******, ****** and multiple people behind the desk. If the rules are not going to be enforced then I should have been told that before i signed the contract.I know it would be easy for me to quit and join someplace else, but why should I have to do that when I have done everything that was asked of me in the contract, and all that I am asking for CFF to do is to comply with the contract that they approved and signed also. If they wish to remove the wording from future contracts that still does not address my issues for the 2 years.

Business' Final Response
******, Although California Family Fitness expressly reserves the right in its contract to require every member to present a membership card and a towel in order to gain access to the facility, it also holds the right to unilaterally waive its right to enforce such provisions. Under California law California Family Fitness has the option of waiving provisions set forth in its membership agreements if it chooses to do so and such a decision does not impact the enforceability of the remainder of the contract. See, Platt Pacific, Inc. v. Andelson (1993) 6 Cal.4th 307. Although California Family Fitness reserved the right to require presentation of a towel in order to gain access, it has chosen to waive that requirement. At this point, California Family Fitness will no longer engage in any form of communication with you over this matter. California Family Fitness maintains its stance that we are not in the business of forcing people to remain members. For this reason we are proposing the following resolution: CFF will cancel your membership, and refund to you, the last three months of account payments for your extreme displeasure. Should you accept this resolution, please contact ****** at the CFF Corporate office, as you have in the past.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After checking my bank account, I realized my contract had been changed. I called and asked for corporate to fix this and he gave me a bad number. In November 2012,sales manager ***** ****** gave me a one month free pass to family fitness center.After 2 weeks, I noticed my bank account had been charged for the remaining 2 weeks of the free pass.I called ***** to notify him regarding this,which he did fix.In Dec.2012,***** ****** offered a 6 month contract for $39.99 so I agreed to it,but because he was living for the day,he then passed the contract over to ****,an associate, to finish the contract while I worked out.After my workout I spoke with **** and he said he didn't see a discount any where on the contract but that ***** would take care of it in the morning since he is the authorized sales manager.I assumed it was taken care of until I checked my bank account and much to my surprise and dismay,they charged my account $59.99.I went to speak to Brain about this and he told me he didn't remember offering the 6 month discount for $39.99.He also told me the contract was for a year, not 6 months as promised to me.After going rounds regarding this,I asked for the Corporates phone number, he wrote down the number on a piece of paper but when I went home and called, it was a non-existing number, so i googled their number and called.the lady wasn't very pleasant so I asked to speak to her supervisor.Her supervisor told me I could go into any family fitness center, speak to the manager to cancel the membership but when I went in they told me it would cost $275 to cancel.This is not acceptable.

Desired Settlement: Because of the dishonesty from *****, I no longer trust their company and am requesting a FULL refund, as well as, canceling the contract.

Business Response: Business' Initial Response
A review of our records reflect that Ms. ****** opened her first membership with us on October 24, 2012 with a processing fee of $20.00 and her first billing to commerce on November 18, 2012. This processing fee was post dated for October 29th. Unfortunately when we attempted to process the $20.00 draft the transaction was declined: subsequently this membership was cancelled. A second membership was opened on November 9, 2012 with an initial investment of $78.99 collected on November 16, 2012. The first billing was scheduled to draft o December 2, 2012. Unfortunately attempts to draft the monthly dues of $59.00 were again declined by Ms. ******'s bank. Upon receipt of Ms. ******'s complaint this membership was also cancelled. We have enclosed all documents including attendance records reflecting use of or facility during November & December 2012 no refund is warranted.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) I'm not sure what "hard coded" means, but do have an idea. Since it isn't there policy to "enter into any membership account based on a verbal agreement", ****** must have realized this the next day when ****** questioned the deal or offer, ****** had made me. "because he (******) was leaving for the day, he then passed the contract over to ******, an associate, to finish the contract while I worked out. After my workout I spoke with ****** and he said he didn't see a discount anywhere on the contract but that ****** would take care of it in the morning since he is the authorized sales manager." I don't understand why it's so hard for their company to understand that the reason my bank declined back in November, is because it was ONLY supposed to be a month "free trial", doesn't that mean no charge??? ****** suggested I work out while he FINISHED up the contract & I trusted him. I am emailing you a copy of the bank statement with arrows indicating the withdrawals from the fitness center. I do accept their offer "willing to waive the early termination fee of $275.00, in an effort to resolve these issues", however I would also appreciate all refunds taken from my account, due to all falsifications made.

Business' Final Response
Dear Rebecka: We have responded to Ms. ******'s complaint in good faith and again refer her to the terms of the agreement she signed when she opened her membership with us. Thanking you in advance for your time and consideration in this matter. Sincerely, ****** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

12/24/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: California Family Fitness Corporate office inflicted deliberately deceptive fees and charges, which were not disclosed at the time of contract with the Folsom gym. After 2 days of negotiating with them over an issue I wanted to resolve in good faith, I feel they set me up to extort substantial amounts of money from me. I ended up paying $50 to avoid further penalties later. I want California Fitness to pay me back the $50, especially after the outrageous steps they took to try to get more than that through deceptive policies, such as charging fees never disclosed in our contract, and trying to refuse membership termination in order to incur continued monthly chargesSara ******, my daughter, and I signed a contract in May 2012 for a gym membership to the Folsom club. WE MADE IT CRYSTAL CLEAR WE WOULD TERMINATE IN AUGUST BECAUSE SARA WAS GOING AWAY TO COLLEGE. THEY SAID OK, JUST COME IN AND TELL US AND WE WILL ALLOW TERMINATION. Period. However, in November, we got a letter from Calfit Corporate office, saying our membership will be automatically reinstated starting December 1st, with $83 charges a month. To continue the hold would be $15 a month. Termination would be $100. NONE of these fees were ever discussed with us prior to this.California Family Fitness Corporate office inflicted deliberately deceptive fees and charges, which were not disclosed at the time of contract. No $50 terminination fee was never mentioned when we signed the contract, even though we were upfront about our intention to terminate in August.The gym personnel were clear in saying we could have a hold for no charge until May 2012, the one year anniversary. There was no mention of a $15 a month holding fee to extend the hold. It is not in the contract either. *** , the corporate representative had absolutely no interest in the fact that I had never been told about ANY of these fees. In addition, she was dismissive, rude and appeared to be deliberately obstructing me and my daughters ability to quit the gym for free, as promised in May. A call back to address this violation ended in a brick wall. I had to drive to the gym to speak with the manager with this complaint.I asked to speak to a manager. ******* was chosen for me. She refused to speak with me without ***** authorization, since the contract is in her name, and I am added on. Rude as well, with no interest in solving this problemThis company is unethical, the customer service is the most insulting and dismissive I have ever experienced. Their gym personnel does not seem to know the rules about fees , and *** and ******* had very little interest in exploring the misleading information I received there. Very bad business. They owe me $50.

Desired Settlement: DesiredSettlementID: Refund Refund of $50 of undisclosed fees. Tried to charge me $100 but was able to get it down to $50. Needs to be 0.

Business Response: Business' Initial Response
We were sorry to hear of the circumstances that prompted Mrs. ****** letter to you. After reviewing this membership i placed a call to her and apologized for her experience here at California Family Fitness. i have also taken the necessary steps to refund the $50.00 early termination fee collected on 11/30/12. After speaking with Mrs ****** I believe the misunderstanding was a result of the type of membership we sold her a 12 month term verses a short term membership that would have better served her needs Again we extend our sincere apologies for any inconvenience our handling of this matter may have caused her and hope we would have another opportunity to provide her fitness needs in the future

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/11/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I filled out a 30 day cancelation form in front of a sales person and submitted it to them. California Family Fittness claims they rcvd no notice. I joined California Family fittness sometime in 2008. Before moving away, I filled out a 30 day notice of cancelation in front of my sales person who originally worked with me and submitted to him. Several months later I found out I was being pursued by a collection agency through a friend whom I used as an emergency contact in case I was injured at a Cal Fit gym. I immediatley contacted a supervisor at ther'e main office and was met with a woman who seemed to care little about what I was saying. I explained to her the situation and said she would investigate and get back with me. No one ever called me back to follow up. I had to call her several times to get an update and was always met with the same response, "I will have to get back with you". After the last message was not replied to, I gave up. In August, I retured to the area and decided to give it another go and went to the location in Rocklin off Sunset blvd. I sat with a sales person and told him the whole story. He seemed very eager to sign me up as he said he would give me a discounted rate if I signed up again as a way of making it up to me. Halfway through the process, he informed me he could not sell me a membership due to the fact I was in collections, even after I explained that to him already. I requested him to talk to his corporate office so that I could get this resolved and he promissed me he would call me ASAP. Never heard back from the guy, even after I left him two messages. This has caused two things that have negativley effected me; I have a blemmish on my credit from this. A person who was listed as an "emergency contact" has been contacted about a billing issue and has caused me much embaressment. Whenever I reach out to this company, no one ever follows through.

Desired Settlement: I would like to be taken out of collections. Ideally, I would love to start using the gym again as I was a very satisfied customer.

Business Response: Business' Initial Response
: ****** ****** - Case# XXXXXXXX Membership# SCXXXXXXX A review of our records reflects that Mr. ******'s membership opened on March 26th, 2007. He had provided a Master Card for his monthly billing and we first experienced difficulties with his draft in September of that year. We began efforts to contact him by telephone on September 13, 2007 through December 28, 2007. Our records indicate twelve calls were placed to his residence with no response. During this period of time he would have received his monthly billing statement reflecting the amount past due as well as letters requesting that he contact us. Again, with no response. There is no record of any attempt to cancel his member or any contact with me at our corporate office during this time. I did however communicate with Mr. ****** through our Sales Consultant, Bert Diaz on October 22, 2009, when I referred him to our Collection Agency in hopes we could clear up this matter & re-establish a membership for him. This offer is still open. If Mr. ****** would like I can assist him in contact our agent or he can communicate directly with Marathon Services, Inc. at: P.O. Box XXXXXX, Sacramento, CA XXXXX. Telephone# (916) XXX-XXXX.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response as a written notice of cancellation on a form provided by the gym WAS given to the sales person I originally signed up with. Further more, I DID have several conversations with a representative with the gym's corporate office which ended when my phone calls stopped being returned. Dialogue was opened when I contacted a collection agency that was calling my emergency contact person provided at the time I originally signed up, which I am still deeply upset about. Is this a standard practice? There was no reasoning with a collection agency as they do not care about the history that goes along with a disputed claim, they simply want you to hand them over money regardless of circumstances. The simple facts stand; I did fill out proper paperwork to cancel the membership, which obviously was mishandled. I spoke with two representatives from the gym that chose not to follow up with me after repeated phone calls. I have maintained sterling credit my whole life. This is a blemish on my credit that needs to be retracted by California Family Fitness immediately.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/4/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: yearly maint. fee While balancing my bank account, found an additional charge from CA Fitness for $29. over and above the monthly fee of 44.00. I called to inquire and was cheerfully told that is our yearly maintanance and facility upgrade fee. I was never verbally told this and had only signed up two months before. The facility manager got on the line and kept saying Did you look at your contract? well right next to where you initialed it, it shows the 29. I was furious! What I was initialing was agreement to the monthly charge of $44.00 that is in bold. what she was referring to in FINE PRINT under that line is *additional annual maintanance fee...ANY decent company, verbally points out these fee's, which again in fine print is outlined on PAGE2 . If I was at a car dealership I would of thought to be more careful, but based on the reviews of this place expected them to be more honost and forward. ANY additional fee's should not be in fine print and should be pointed out especially when I signed a contract! I want this fee removed!

Desired Settlement: I want my $29.00 back and I want them to revise their contract and verbal policy to their customers. I found the same complaint on the web for the same club from another customer from a year ago. Very poor and unprofessional practice

Business Response: Business' Initial Response
We were able to locate ******'s membership enrollment form and verify that she had in fact signed and initialed all sections of the form. This includes the section on the front of the agreement toward the center of the page which refers to the annual maintenance fee. CFF prides itself on being upfront and honest with our members in regards to all membership policies and procedures; this is evident in our placement and the plain language that we use in our membership agreement. However, we are taking into consideration the fact that ****** enrolled in her membership the day before our 2012 annual maintenance fee report was pulled. We have decided that in the interests of customer service we will reverse the $29.00 annual maintenance fee that ****** was charged in the month of November this year. ******, however, will still be subject to this fee moving forward now that she has been made aware of it. CFF appreciates ******'s patronage and looks forward to continuing to prove it's value as Sacramento's premier fitness center. Thank you, ****** ******

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) I am satisfied that they are willing to refund my money. I am disappointed that they refused to recognize this item needs to be mentioned verbally- as any good corporation will do. The fact that it was initialed was already mentioned by myself is not addressing the micro mini print on the contract and the company is NOT being upfront on fees during the sign up process-because it was NOT mentioned verbally. I am also disappointed that Ms. ****** did not pay closer attention to my name and address me correctly. When you are addressing a complaint, it makes sense that you use the correct name. My first name is ******..

BBB's Final Determination: Business offered a partial (less than 100%) settlement which the consumer accepted

11/20/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When I signed up for a prepaid 3 month membership I was not notified that I would have to cancel my membership in order not to be billed. My account number is XXXXXXXXXX, I am not sure of the date I signed up because I attended the gym maybe 3 times. I prepaid for 3 months, I was told at the end of the 3 months I would need to come in to pay for more or my membership would be cancelled.I received a bill of $10 in the month of august and was confused as to what the charge was. I did pay the bill on 10/11/12 just to be done with it but then received a late fee. I contacted California Family Fitness leaving 2 voice mails, and received a call back which I missed. I received another bill on 11/02/12 for 323.45. I called the company on 11/05/12 and was notified that a written statement was needed to cancel the membership and that I signed a contract saying that was the policy. I was unaware of this and I feel I should have been notified by the representative who signed me up.

Desired Settlement: I would like the charges of $323.45 to be dropped and to receive no further mail from them.

Business Response: Business' Initial Response
Contact Name and Title: ****** ****** Contact Phone: XXX XXX-XXXX ext 221 Contact Email: *****@calfamfit.com Dear *******: A review of our files reflect that this membership was opened as a month to month agreement requiring a 30 day written notice to cancel. We are sorry if there was a miscommunication of this when the membership was opened. As our member has requested we have cancelled the membership and removed the outstanding balance of $352.45. Our apologies for any misunderstanding.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/16/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In December/2011 I worked out in the gym and never had any problems with anyone or any members at the gym. I am a friendly person with no problems. I was working out and one of my co-worker who didnt like me at work accused me that I slept him at the gym which never happened. He did a false complaint on me in the gym which I was not aware of and next day I went to gym and this manager ******* froze my membership without even talking to me and the front desk told me to talk to ***** and when I called him he said to me that I have slept a member and he did not want me in the gym anymore. I told him to look up in the camera I have not slept anyone and I have never ever caused any problems in gym since I am a member and I am not a trouble person. Manager ***** did not investigate or looked into camera to see if there was any problems happened , but just never wanted me at the gym.The gym charged me $160.00 for cancellation fees and they also falsefied my for telling that I moved and I never never moved, just because of the problem filed by the other person the gym got rid of me with no evidence of any problems happened there.

Desired Settlement: I would like my $160.00 cancellation fees refund,and the allegation was made by manager ******* who took me out of Family Fitness as a member, I want my memebership back . ******* noted me as I was a bad member and he also threathen me on the phone not to return to his club.

Business Response: Business' Initial Response
Hello ******, We have reviewed the notes on your cancelled membership account as well as internal incident reports and video surveillance of the incident that you have claimed to have not occurred. Our records indicate that you visited our Laguna CFF club on November 14, 2011 and proceeded to approach another CFF member on the weight floor and spit at them. When this member reacted by standing from his seated position to confront you it appears that you dropped your workout bag on the floor and proceeded to make aggressive hand and body gestures toward him in an effort to provoke a fight. The other CFF member walked away from the situation and reported the incident to the front desk employee; in the meantime you proceeded to leave the gym. All of the events that I have described above have been confirmed in both CFF member and employee reports in addition to video surveillance footage all of which have been reviewed by not only the CFF Laguna club manager but the VP of Operations for this location as well. Your account was placed on a freeze with a note entered into the system which asked that you speak with the club manager to discuss the incident before being allowed to use the club again. Our notes indicate that the club manager called you and spoke to you by phone on November 15, 2011 regarding the incident. In this phone conversation you insisted that nothing had happened and refused to admit any fault. The club manager had already reviewed the video surveillance and read the member and employee reports of the incident that had taken place the day prior and told you that he was going to suspend your membership for a period of time. Also during this conversation a warning was issued that if you caused another incident such as this one in the club again your membership would be canceled. On November 21, 2011 you spoke with a CFF corporate office employee to get cancellation information for your account. On November 28, 2011 you visited the club to complete a cancellation request and pay your early termination fee of $150. You noted on your cancellation request that your reason for cancellation was a move to San Diego; this move caused a reduction in your early termination fee. After the thorough review of your cancelled membership account, CFF has decided that you are ineligible to become a CFF member again. In addition to this decision we will not be refunding your early termination fee because we have a signed 12 month term membership agreement from you which clearly states our cancellation guidelines and based on our account records you cancelled your membership of your own free will and it was not cancelled by CFF (as your BBB complaint claims). Thank you, ******

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) I did not cause any trouble at CFF, the man who falsely accused me did not like me at my job and he could not cause any trouble with me at my job, but he falsely accused me at CFF. All the events CFF discribes on me footage of all of which have been reviewed by CFF and in addition to video surveillance, I will strongly seek an attorney and get a copy of video and will review the video surveillance with my Attorney. I am a nice and friendly young man with no trouble history and parents wealthy and a brother in Navy as a Navy seal, and I do not deserve this accusation from CFF and the man who never liked me at my job and falsely accused me at CFF and CFF listened and terminated my membership as if I was a trouble, bad and caused the trouble.

Business' Final Response
I have attached documentation for ******'s membership related transaction at CFF. One of the attached documents attached to this e-mail is his original CFF term agreement form which outlines the terms for the early termination of his membership; these cancellation terms include an early termination fee of $150 which is due at the time that the cancellation request is made. I have also attached copies of the cancellation request form that ****** completed at the Elk Grove CFF club to terminate his own membership and his payment receipt for the $150 early termination fee that he paid at the time that he made his request for the cancellation of the membership. The payment that he made was initiated by himself when he provided his credit card billing information to the Assistant Club Manager that assisted him with his request for cancellation. CFF did not cancel ******'s account. ****** visited our Elk Grove club on November 28, 2011 and requested the cancellation of his membership. You will find ******'s signatures on both the original CFF term agreement which outlines our membership and cancellation procedures and policies and on his cancellation request form. CFF does not feel that ****** is due a refund of the early termination fee for the cancellation of his membership because, per his original CFF term agreement, he is subject to the fee when he requests to cancel his membership prior to the completion of his twelve payment term; ****** had not completed his term agreement when he submitted his request for cancellation. Thank you, ****** ****** Executive Communications Coordinator California Family Fitness

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/12/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am enrolled in 1 year contract without my knowledge. Hi, Around a month back on Sept 30th, 2 Guys from Cal Fitness came to my house and asked me if I am interested to try out the Gym. I was told that I have to pay 20 bucks and then I can come to Gym and try it out and if I like I can continue it. They told me that I will have 2 free training sessions and a week to try it out. I was under the impression that for 20 bucks, I can try it out and later on join if I like. They asked me to filled some forms and told me that this will take care of some initial processing and will make it easier to enroll. I was not told that I am signing a 1 year contract. Nor I was told that it will be 50$ a month. I wasn't told that I have to cancel within 5 days of signing it. In fact, I wasn't told anything. I was just under the impression that this is just for 1 week trial and I will join if I like it. So, I filled the form and signed it, without reading it (my biggest mistake). I went first day for just to look around and asked them to sign me up for 1 free training session, but I didn't go for it. After that I didn't go for Gym at all and I wasn't then interested to go on. I thought I just wasted my 20 bucks. After a month, I see that they charged my credit card for 50 bucks. I called them up and they asked me to drop by to talk with manager. When I talked with them, then they told me that I am in 1 year contract and I will have to pay 275$ to cancel the membership. I told them that when I signed up, those people told me that it is for a week trial and there was no where mention of a year contract or anything. They just told me for my every response that you should have read the agreement before signing it. I agree, it's my mistake, but I just trusted those people on their words and signed up the contract unknowingly that I am signing one. I just feel cheated here. I really don't want to pay 275 bucks for cancellation of membership, which I had no knowledge of undertaking.

Desired Settlement: I just want them to cancel my membership without charges, because I was sincerely not aware of any 1 year contract or charges.

Business Response: Business' Initial Response
We contacted the Sales Coordinator that enrolled ****** on his twelve month term membership. This coordinator claims that ****** was made aware of the term for the type of membership that he selected. In addition to ****** being made aware of the term for the membership ****** also provided the coordinator with his credit card billing information for monthly billing moving forward with the membership. However, due to the fact that ****** still has yet to sign the written membership agreement to which he verbally agreed CFF has decided to cancel ******'s membership without any early termination fee. In addition to the cancellation, which is immediately effective, CFF will refund him the $49 that he paid at enrollment. Thank you, ****** ******

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/22/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was read one contract and given a different one to sign. I was given a pass for a week as a promotion. ****, a representative of the company, called me multiple times during the week period to sign a contract. I met up with him and I explained that I would most likely only be able to go to the gym with my family for 2 months. The reason i gave him was that my children would all go back to school and we would not have time. On that day that he presented me with the contract I told him that i was feeling sick and had taken some medicine and my sight was not very good and I was not capable of reading the print. He assured me that it was okay and that he would read it to me. He told me that it would be month to month and I would be able to cancel it at any time. I was never given a copy of this document. When the time came to cancel the gym I was told that I could not leave because I had signed a one year contract when i was not aware of that. I contacted the manager and he could not help me and was rude. He hung up the phone when I was trying to resolve my problem. He had referred me to corporate. I then proceeded and callled corporate where i spoke with ****. **** did nothing better and when i explained my issue with the company she told me that she didn't want to hear me anymore and told me not to call again. The following day i received a call from a different representative, *******. She called to apologize for the way I was treated and told me that i would receive another call. ****** called me on Monday 08/27/2012 I was not able to answer his call and have left two messages and have still not heard anything. What they have told me so far is that they have cancelled the contract but they want me to pay $275.00 for the mistake they made. The agreement that me and **** had talked about had been that it would be month to month. The first month would only be $20.00, then it would go up to $94.00 a month. They made the second charge in the first two weeks instead of it being the following month and the second payment was not $94.00 it was $114.00. These charges have been disputed by my creidit card because i don't agree to pay for something that I was not aware of. This company took advantage of me and read me one contract and gave me a different one to sign. I feel like this company took advantage of me and discriminated me for my accent. **** told me she didn't want to hear my voice again and that is why i feel that she was being discriminating.

Desired Settlement: I would like for this company to take the charges of $114.00 plus the $275.00 of cancellation fee off.

Business Response: Business' Initial Response
Dear ******, I spoke with you by phone conversation on Friday, August 24th regarding your dispute of your membership cancellation fee. I called you in an attempt to schedule a meeting to discuss your concerns with the CFF Company President, ****** ******. You at this time expressed to me that you did not feel that a meeting with ****** was necessary or helpful to the situation. I took the time to listen to the events that led to your dispute which included your admittance to signing the 1 month term membership agreement and providing the sales coordinator that enrolled you in the membership with your monthly billing information. You claimed that you had been under the influence of prescription drugs at the time of enrollment so you had asked your daughter (whom you said was a current student of California State University-Sacramento) to read through the contract prior to your signing. You claimed that you were okay with the early termination fee because you had signed the agreement, but said that you had already contacted the local media, BBB, etc. prior to our conversation because you felt that you were tricked into signing the agreement and you were not happy with having to pay it. Our membership agreement that both you and your daughter reviewed at enrollment does require you initials and/or signature in several locations. The agreement requires initials next to membership terms and cancellation policies which are noted on the front and center of the agreement in plain language. After discussing your membership in detail I attempted to schedule a phone call between yourself and ****** which you refused. I left the conversation by letting you know that ****** would be giving you a call on Monday, August 27th to follow-up with you. ****** gave you a phone call and left you a voice message on Monday, August 27th at 3:00pm. ****** received your voice message in response to his message and returned your phone call on Thursday, August 30th. In this phone conversation ****** offered you an option to reduce your early termination fee and you refused his offer. The conversation ended with your request to have your membership cancelled and that you would accept the terms of the cancellation per CFF guidelines. We hope that you can understand that CFF has tried to work with you in regards to your membership cancellation. The CFF Company President spoke with you in regards to your concerns and your membership has since been cancelled. You will not have any further monthly billings take place. You do have an early termination fee due for the membership cancellation. Please feel free to contact ****** ******, our Membership Services Manager for any further communication regarding your cancellation at (916) XXX-XXXX ext. 2010. Thank you, ******

Consumer's Final Response
Complaint Translated by BBB staff: Everything started when California Family Fitness gave a pass to my daughter. We were only interested in going for the week the pass was valid, but the California Family Fitness kept insisting that they would give me a deal. The deal was that I would be able to do month to month for the summer season, and pay $20 the first month, and $94 for the next month, and just cancel with no cancellation fee. Well to my surprise this was not the case. I was chared $114 for the next month, and at that instant I decided to cancel the membership. I was told it was going to be $275 to cancel, and I said that was not the agreement that was given to us at the beginning. I was told to contact ******, and I did. In the business response they are stating that I never contacted ****** back, this is incorrect- I did! When I was finally able to contact her she treated me horribly, and told me that I was responsible to pay my fee's, to never contact her again, and that she did not want to hear my voice anymore and hung up on me. I called the following day, and the secretary stated that she would have ****** ****** give me a call back. Instead I received a call from someone named ******. She was very nice and listened to my concerns. She apologized for how I had been treated, and she stated she would get the message to the correct person. Later on, I came to find out that I was charged $114 because I had taken my son in one day during the course of our membership. ****** was very persistent in telling me that I could bring in a guest, and I brought my son ONE time only, and I was charged and extra $20. I explained to ****** that my son has down syndrome, and would not be able to able to come with us every time. He stated he would be able to come in as a guest. Clearly this was not the case. When I did finally talk to ****** he stated that If I was to pay another month (which has already been charged through my Credit Card) he would cancel my membership. Well I got a letter in the mail telling me that my membership was not able to be cancelled, and I would be billed monthly, or I could pay the cancellation fee. This was not the agreement I had made with ******. Altogether I have been charged 3 months, and I think that's not fair. They need to cancel my membership free of charge since this was their mistake. I was never given a copy of a contract, and it seems like they made the contract to benefit them and lied to me.

Business' Final Response
An online response to ****** ******'s BBB complaint (#XXXXXXXX) was submitted on September 12, 2012. Unfortunately, because it was an online response I do not have a copy of the original response that was submitted. I am submitting a updated response below: ****** ****** enrolled in a twelve month membership agreement with CFF on July 31, 2012. Our membership agreement is a one page document that required that ****** sign once and initial in five different areas in agreement to the terms of the membership for which she was enrolling. I spoke with ****** on the telephone on August 24, 2012 at which time she raised her dispute against the agreement that she signed. ****** claimed that she had been under the influence of prescription drugs and was not fully aware of what she was signing. She also mentioned that because she was under the influence of these prescription drugs she had brought her college-age daughter to the CFF club to review the contract before she signed it and her daughter had done so before she signed it. During this telephone conversation I attempted to schedule a meeting between her and the company President, ****** ******, because he was interested in speaking with her in regards to her dispute in the hopes that he might be able to conserve her membership. ****** was not interested in meeting with him. I asked her if it would be okay for ****** to give her a telephone call to discuss the membership to which she responded that "we would do what we had to do and she would do what she had to do." ****** gave ****** a call on August 26, 2012 and left her a voice message. ****** returned ******'s call and left a voice message for him on August 27, 2012. ****** returned ******'s call on August 29, 2012 and after discussing the membership with her he made her the offer to continue to use CFF for another month and he would waive her early termination fee (due per her agreement) of $275. ****** declined his offer and demanded to get a refund for all of the dues paid since enrollment in the membership and the waiving of the early termination fee. ****** and ****** were unable to come to an agreement so they came to the conclusion that her membership would be cancelled as she had requested and she would be sent a bill for the early termination fee. On September 11, 2012 I was contacted by **** conflict resolution on ******'s behalf and ******'s offer was offered to ****** once again. ****** called our office on September 12, 2012 and spoke with ****** ******. ****** and ****** came to the agreement that ****** had offered on August 29, 2012 and the dispute has been resolved. I reviewed ****** and her family's club usage this morning prior to this response and it looks as if the entire family has been making use of our Carmichael club since the dispute had been resolved. Both parties seem to be satisfied with the resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/28/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The pools are not being adequately maintained to keep them clean and sanitary. Management states that summer is over and they are cleaned weekly. Over summer I noticed that the pools were accumulating excessive dirt and trash both in the water and on the decks. Examples in the pool include visible dirt in the pool, band aids, tangles of hair, dead bugs, trash, etc. On the pool deck were pieces of bubble gum, sticky spots, dried paper, rubber bands, and other miscellaneous trash. At first I assumed this was because the pool saw lots of use that day and I was swimming in the evening. After a few morning swims with similar conditions I realized the pool was not being cleaned After multiple attempts to contact management I was finally contacted back and told that they would be improving their pool cleaning procedures. For a while there was improvement, but recently I noticed the condition was as stated above. Talking with a manager I was informed that summer was over and the pools are cleaned weekly. My wife is a member of the Natomas Mothers Group, many of which are also members of CFF. Many have stated similar complaints about the pools and some no longer bring their children to swim. Also speaking with CFF employees, some have stated they are unhappy with the pool cleanliness and managements unwillingness to address it.

Desired Settlement: I would like a commitment from CFF to maintain the pools and clean them at least daily. Even during periods of less use, there are increased leaves and windblown dirt necessitating regular pool cleaning.

Business Response: Business' Initial Response
Hello ******, Thank you for your communication. I have spoken with the Operations Manager, ******* *******, at our Natomas CFF club in regards to your complaint. ******* recalled having a conversation with you regarding a piece of cardio equipment and the pool area on July 23rd. Summer is a very busy time for CFF in their pool areas due to the heat and the heavy member traffic when school is not in session. During our busier summer season we have deck staff to monitor and maintain the pool area for the duration of the pool's operational hours. When CFF has deck staff these individuals are cleaning the pools, deck furniture, and bathrooms/locker rooms while also monitoring the pool areas. In our slower pool season the pools are monitored on a no less than half hour basis by way of a walkthrough by a member of our internal club team. In addition to the half hour walkthroughs of the pool area we have full-time corporate pool maintenance team that go around to all sixteen of our clubs to complete thorough vacuuming of the pools and monitor the chemical levels of the pools. I was able to locate your membership in our system and I found that your wife, Marcie, has not been to the Natomas club since August 6th and you have visited the Natomas location twice in the month of September (the 17th and 22nd. The two days that you visited the Natomas club this month are two of our busiest as far as the pool area is concerned and this may have been the reason behind their being visible debris in and around the pools. In my conversation with ******* this morning I asked him about the willingness of his staff to net debris from the pools on a daily basis in addition to the half hour walkthroughs and the weekly corporate pool maintenance cleaning and monitoring and he said that this daily task will begin immediately. In addition to the daily netting/cleaning of the pools by the Natomas staff he said that if any member comes to swim and finds and abundance of debris in the pools they are welcome to come to the front desk employee to notify them so that someone can be sent out to the pool area to net/lean it. CFF prides itself on providing our members with clean, comfortable, and state-of-the art facilities and amenities and we appreciate your coming forward to tell us whether you feel we are delivering on our promise to provide this to our members. Please feel free to contact ******* ******* by calling (916) XXX-XXXX if you have any further concerns. Thank you, ****** ****** Executive Assistant

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) Hi ******, I appreciate your quick response but feel that you missed my intent for initiating a BBB complaint. I was hoping to reach an executive level that appreciated my input and that the corporate culture was one where issues like this are important. I'm not looking for an explanation of current practices or an audit of my attendance, but instead hoping to bring an important issue to light at a level where it can be resolved. When I spoke with ******* he stated his awareness that the pool deck needed pressure washing, it is still very dirty and I cannot tell if this has been completed. The pool also needs to be vacuumed regularly, skimming during the day does nothing for debris that have sunk. CalFit is a great local business with beautiful facilities and it is disappointing to see the pools not being maintained to very high standards. I tried addressing this with the ******* and either he is not empowered to, or does not care to resolve this issue. The condition of the pools is costing CalFit members. A coworker decided not to add his wife to the membership because of pool cleanliness reviews online and observations in person. There have been numerous complaints from other parents in the Natomas Mothers Group about pool cleanliness. CalFit staff have also commented that the pools are not being appropriately maintained and that the gym managers don't seem to care. You noted the 22nd was a busy pool day which is even more disappointing since all the members using the pool that day would have been swimming in a dirty pool. I swam that morning and was the only person in the pool at the time. Everything I saw was from the prior days use and no one had bothered to clean up. It doesn't matter whether I come daily or once a month, the pool should be clean every time. Recently my wife had the opportunity to attend a child's birthday party at the public pool near the Pocket neighborhood. She was shocked at how clean this pool was in comparison to the one at CalFit. The deck wasn't stained and there wasn't dirt and debris in the pool. My hope is that your comment "CFF prides itself on providing our members with clean, comfortable, and state-of-the art facilities and amenities" is not just the company line and that this feedback does not fall on deaf ears at the corporate level. Feel free contact me if you have any further questions. Regards, ****** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/19/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They collected my private information and would not return it to me when I asked for it. They did not give me the price they quoted me on the phone. I called California Family Fitness to find out how much a temporary membership would cost. The cost was reasonable, so at the salesman suggestion, I made an appointment with the salesman to come into the facility to meet with him and sign up for membership. When I arrived, the woman at the front desk said I would have to fill out a card asking for my private information (name, phone, address, age, etc.) and she would have to xerox my driver's license before I could meet with the salesman. I complied with her requirement and met with the salesman. He quoted me a price that was higher than the one he quoted me over the phone. I decided not to join. On my way out, I asked for my information back. The woman said that it was "company policy" to keep it. I insisted that she give it back to me since I was not going to become a member. She refused.

Desired Settlement: I want the information returned and I want assurance that it will not be used for any reason.

Business Response: Business' Initial Response
Dear ******, Thank you for the communication. I have discussed your visit to our Carmichael CFF location with both the Sales Coordinator and the Sales Manager that you dealt with during your visit. It seems that you intended to use a trial membership pass for which you did not meet the requirements. One of the requirements of our trial membership passes is that you reside within 15 miles of one of our CFF locations. You lived out of area and therefore would have had to pay a guest fee in order to use the Carmichael facility. It seems that once this fact was clarified to you by our Sales Coordinator you decided that you were no longer interested in using the facility. We do require that all CFF members and guests complete a waiver form prior to entering the facility (this includes our sales area) for liability reasons; this was the form that you completed upon arrival and prior to meeting with the Sales Coordinator. It is CFF policy that none of our internal documents, guest waivers included, leave our facilities for copyright reasons. This policy is the reason that your guest waiver, once completed, was not returned to you. I can assure you of the fact that your completed waiver was sent along with all other waivers collected during the week of your visit to our corporate office where it remains confidential and your information is not accessible to anyone. I hope that this clarification makes you feel more comfortable about your visit to our Carmichael location. Sincerely

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) At best, the Sales Coordinator and Sales Manager have me confused with someone else. At worse, you are continuing to be dishonest and manipulative with your response. (1) I MADE IT CLEAR FROM THE FIRST PHONE CALL THAT I WAS A VISITOR TO SACRAMENTO. I NEVER ATTEMPTED TO USE A FREE TRIAL MEMBERSHIP. A FREE TRIAL MEMBERSHIP WAS NEVER EVEN DISCUSSED WITH ME. (2)I HAVE NEVER USED YOUR FACILITY. (3) Before I talked to the salesman, I filled out a card with my name, address and other private information. Also, the manager xeroxed my drivers license. To my knowledge, I DID NOT FILL OUT OR SIGN A WAIVER. I reported my experience honestly and accurately in my original complaint. Your response is not only unacceptable, it is insulting.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

8/13/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Submitted 30 day notice on 05/21/12. Membership cancellation was not processed, and three months of membership dues were deducted from my debit card. I submitted my 30 day notice letter to the front desk of the Rocklin (Sunset) location on 05/21/12. The employee behind the counter took my letter, and did not inform me of any further action required on my part. I later spoke to a representative from California Family Fitness who told me their employee should have filled out a cancellation form with me at the time I turned my letter in. Their employee failed to fill any required paperwork out with me. On 05/21/12, 06/21/12, and now 07/20/12, California Family Fitness deducted $99.00 from my debit card they had on file. I called and spoke to a representative on 07/18/12 who told me my account had been cancelled, and they would refund me 1 month ($99.00) worth of the membership. On 07/19/12, I checked my bank statement, and California Family Fitness had put a $99.00 hold on my account for July/August membership dues. I attempted to reach a representative at their Corporate Headquarters on 07/19/12 and 07/20/12, but was unsuccessful.

Desired Settlement: I am seeking $297.00 in restitution for the three months of dues taken out of my account after my 30 day notice was submitted.

Business Response: Business' Initial Response
Dear BBB, In response to this BBB complaint our Member Services Director contacted this member via telephone to discuss his concerns. The Director and member came to the resolution to refund his last two months of membership dues (June and July). Thank You

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/8/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Went to CFF on J st. and was entered into the computer and shown around and then told to leave. I told the front desk then called the police. Called the corp. office and was given a three day pass to another facility on July 24th-31st. I attended on the 24th and then went back on the28th and my name had been removed. I called the corp. office and was told that no paperwork was going to be given tome regarding me and I could not call them or join or go to any of their places, and was not going to have anymore three day passes. (SEE ATTACHED) They did not fulfill the three contract and forbidden my name and paperwork.

Desired Settlement: That they restored my three day pass and stood loyal behind it, and I can join also. And my paperwork to me.

Business Response: Business' Initial Response Due to Ms. ******'s behavior in our Downtown facility we chose to decline service. We will not subject our staff to threats of bodily harm. We will continue to deny access to any of our facilities in the future. Thank You, ****** ****** Member Services Manager

Consumer's Final Response To whom it may concern, I am concerned about any type of paperwork coming back to me regarding my name. I have been forbidding by them to have anything without proof of anything on their part. I want my paperwork with my name placed properly and what happened to me from them. I have not met ****** ****** but I have talked on the phone and they are unfair and liars. I called the police on them and can subpoena the call. He was abusive and stole my name with the company to me. Well, I won't go if I am denied anyway without legal cause which is by law discrimination. Well, please send my paperwork with my name on it. We will see about discrimination of ****** later.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

7/30/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I nor my wife are a menber of this Family Fitness center. They went into my Personal Checking account and drew out money. I went to the Folsom Center and ask what it was about. They did not even have my name in the system. My wife had give a check for my daughter birthday, which she used to get a short time membership and a month free just to try out if she liked it. They then used that check to debit our checking for Folsom Due whice we knew nothing about. I went to the bank to stop payment and the bank said they had already paid it out. That was only nine hours after they had debit our checking acount. I then found out who they were and went to there office to get the money put back into my checking account. They said our name was not on the accound and would return the money to my daughter, that is not were they got the money from and would not put it back. I call this stealing and illegal. I wanted them to put it back to were they got the money from and they would not do it.

Desired Settlement: DesiredSettlementID: Not applicable Not Settle as of this date

Business Response: Business' Initial Response This misunderstanding involves membership that was opened for his daughter. I have been in communication with both of them. We were in the process of refund him in the amount of $218.00 when we received a "charge-back" from his bank. This "charge-back" is in the amount of $109.00, half of the intended refund amount. I have advised the daughter that we will wait unit next week to see if any further transactions are received from the father's bank before refunding the remaining $109.00 It is with regret that this matter has reached your offices. It is our continued hope that we can resolve this to his satisfaction.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: CalFit is saying I owe them $275 to terminate my membership early, when I've been a customer with them for several years. Late in 2011 I requested my account be suspended due to an unstable work situation and a foot surgery scheduled. The Assistant GM complied, I watched him suspend the account. When I walked in the gym to reinstate/unsuspend my account in March I was told it had been cancelled. Their solution was to create a new profile. Now that I'd like to cancel they are saying it's an early termination when in fact I never wanted my previous account cancelled. All I want is for my account to be cancelled without penalty. They need to resolve their own problem and not penalize me when I didn't do anything wrong.

Desired Settlement: Cancel my account without a $275 fee.

Business Response: Business' Initial Response Hello ******, We appreciate your communication. Our Member Services Director reviewed your membership history and has decided to waive the $275 early termination fee. The notes on your membership show that you submitted a cancellation request in September 2011 which was later rescinded and should have been converted to a freeze; however it seems that this change was never made in our computer system. This is why the account was cancelled when you returned to use CFF. When your account was resumed it was on a new agreement which was subject to the $275 early termination fee. Due to the fact that this situation was caused by a lack on follow through on CFF's part on the conversion of the cancel to a freeze in September 2011 we are not going to hold you to the terms of the new agreement. We apologize for any inconvenience that this may have caused you. Thank you.

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/11/2012 Advertising/Sales Issues
6/7/2012 Problems with Product/Service
4/9/2012 Advertising/Sales Issues
3/19/2012 Problems with Product/Service
3/6/2012 Billing/Collection Issues
2/27/2012 Problems with Product/Service
2/13/2012 Advertising/Sales Issues
2/6/2012 Billing/Collection Issues
1/20/2012 Billing/Collection Issues
11/22/2011 Advertising/Sales Issues
10/11/2011 Billing/Collection Issues
9/9/2011 Problems with Product/Service
8/8/2011 Billing/Collection Issues
8/4/2011 Advertising/Sales Issues
7/8/2011 Billing/Collection Issues
6/16/2011 Billing/Collection Issues
4/25/2011 Billing/Collection Issues
4/25/2011 Problems with Product/Service
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