Complaints

This profile includes complaints for National Acceptance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  National Acceptance Company

  4813 Jonestown Rd Harrisburg, PA 17109-1748

• 

  National Acceptance Company

  PO Box 6368 Harrisburg, PA 17112-0368

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/19/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I JOINED A 16 WK CHALLENGE AND SENT A LETTER OF CANCELLATION POST MARKED 9/23/2022 FOR WHICH THE BILLING AGENT NAC IN ********** ** IS NOT ACCEPTING THE CANCELLATION EVEN THOUGH ON THE ***** CONFIRMATION I RECEIVED IT SAYS I CAN CANCELL AT ANY TIME FOR ANY REASON. - I WANT MY MEMBERSHIP CANCELLED ASAP - I WILL NOT BE PAYING FOR A MEMBERSHIP I WILL NOT BE USING

  Business Response

  Date: 10/24/2022

  NAC is a third party service provider providing billing, software and customer service support and not a party to *************** agreement nor able to alter her agreement without approval of the contract holder. In this instance, *************** did not follow the cancellation steps to properly cancel her account. In the Program Guidelines & Procedures form, it is outlined in the 6th bullet point the requirements to cancel the agreement after completing the program. It is noted that *************** did not send her letter via certified mail within 5 business days after completing the program as required. As such, the service provider continued and will continue to provide service to *************** until she submits a valid cancellation request. The cancellation options are provided in Section 2 of the Membership Registration and Agreement. *************** signed the accompanying agreement for her fitness membership. Unfortunately, NAC is only authorized to provide cancellation options as listed in the membership agreement.

  Customer Answer

  Date: 10/24/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 18172681
  
  I am rejecting this response because:  As you can see on the contract, the authority to charge the cc for any payments was crossed out by the agent that signed me up for the program because I just wanted to do the challenge and not continue with the membership after the challenge was completed.  Also, I did send a letter to chancel this charge after they called me and said that the charge was declined by the credit card on file.  Obiously it was declined because it was not to continue.  I can no longer attend the gym and wanted the membership cancelled.  How can they make it this difficult to cancel something that someone does not want to continue.  I am no longer even near the gym and I am working past the time they are open at night, therefore even if I wanted and had the energy to attend the gym, they are closed at 9pm at night.  I want this membership CANCELLED ASAP.  I would appreciate any help you can provide. Thank you in advance.
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 10/26/2022

  As outlined in the membership agreement, there is a clear payment schedule authorized. The bottom of this agreement has the section crossed out regarding making a post-dated payment, which is already factored into the total cost of the agreement. NAC is not a party to *************** membership agreement and is only acting as the agent for collecting payments and facilitating customer service inquiries and therefore has no authorization to cancel a signed agreement between *************** and the Fitsmart program. The agreement provides specific instructions to cancel a membership and *************** may request cancellation at any time but must meet the parameters agreed upon in her membership agreement.

  Customer Answer

  Date: 11/02/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 18172681
  
  I am rejecting this response because: ON THE ***** THAT WAS SENT AS CONFIRMATION AND WHEN I JOINED THE CHALLENGE THEY STATED THAT I CAN CANCEL AT ANY TIME FOR ANY REASON.  ALSO, THE PERSON THAT DID MY PAPERWORK IS THE ONE THAT PUT THE LINE ACCROSS THE BOTTOM - AND SHE SAID THAT WAS SO I WOULD NOT BE CONTINUING PAST THE CHALLENGE - SO I AM ASKING FOR THIS MEMBERSHIP TO BE CANCELLED IMMEDIATELY.  ALSO I LIVE IN BERWYN AND THE LOCATION IS **** MILES FROM MY HOME AND I CANNOT ATTEND DURING THE ***** THE **** IS OPEN.  WHAT ELSE DO I HAVE TO DO TO GET THIS MEMBERSHIP CANCELLED?!
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 11/02/2022

  Our stance has been previously stated and a copy of the agreement signed is attached for review again. NAC is not authorized to make any changes outside of the membership agreement. The email referenced is not included on the membership agreement. We apologize that the facility gave incorrect information, but please review the contract you signed for the cancellation options on the agreement. Once again, NAC is not a party to the contract and cannot make changes. Please remove us from this dispute as NAC is not able to provide resolution beyond what has been provided. Thank you.