Business ProfileforBWI CrossFit

The facility was great, although, communication is terrible. No one answers the phone or email. I lost my job and decided to cancel my month to month membership. No one ever responded to my attempts to cancel. They did not charge me the month after which led me to believe that they received my cancellation request and simply didn’t respond back, but then they charged me for a membership fee the following month. I tried to contact them multiple different ways to request a refund, and nothing…I had to contact my bank and dispute the charge.

Dear ******, We are reaching out to you in response to the concerns you've raised in your recent Better Business Bureau (BBB) complaint regarding your attempt to cancel your membership and the subsequent challenges you've faced with our communication channels and billing processes. Your feedback is invaluable to us, and we deeply regret any inconvenience you've encountered. Firstly, we wish to extend our sincere apologies for the confusion and frustration this situation has caused. We understand that losing your job and facing unexpected financial obligations can be incredibly stressful, and we're sorry for any part we've played in adding to that stress. Upon reviewing your membership details, it appears there was a misunderstanding regarding the nature of your contract with us. According to our records, you signed up for a year-long contract at $65 per month. We realize now that this was not made clear enough at the time of your enrollment, and for that, we apologize. It's also come to our attention that our response to your attempts to cancel your membership was not handled appropriately. We emailed you back on the 16th of December with a breakdown of your membership and the steps to take to handle cancelation. A lack of timely communication on our part led you to believe your membership had been canceled without issue, which was not the case. This lack of clear communication is not in line with our values, and we are taking immediate steps to ensure our customer service processes are improved. To rectify this situation, we are prepared to offer the following solutions: Waiver of Remaining Contractual Fees: Given the circumstances, we are willing to waive the remaining balance of $135 required for contract cancellation. Additionally, we will refund the last charge of $65 that was disputed with your bank. We are committed to improving our communication channels to ensure that all members have a clear and direct line to our support team, preventing future misunderstandings. We value your feedback and would appreciate the opportunity to hear your thoughts on this proposed resolution. Our goal is to ensure that your final interactions with us are positive and that your issue is resolved to your satisfaction. Please let us know if the above solution meets your approval or if there are other ways we can assist you further. We hope to restore your faith in our commitment to our members' satisfaction and well-being. Sincerely, Dale Ryan ********