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Complaint Details
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Initial Complaint
05/23/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
They made unauthorized withdrawals from my checking account $640.00 as I brought to ******* attention April 5th and while I was waiting for the refund, another withdrawal came out of my account on May 1st. ***** has been very unprofessional and never returned my call to discuss the second withdrawal. Her response was I thought your trainer updated you. My trainer didn’t know anything. Its May 22 and I still have not received my refund. They also owe me $245.00 for unused PT because my trainer quit, the third trainer to quit in less than a year. I do not want to waste anymore of my time or money getting acquainted with another trainer that will quit after two months of training. *****, the manager at the Hixson TN location, does not notify PT clients when trainers quit nor does she make arrangements to have another trainer available to work with you. ***** doesn’t mind if you waste your personal time showing up to the gym for a scheduled PT after your trainer quit and they do not call, text or email you (this happened to me twice) If ***** is in the gym and a client ask her about an issue, you can bet your bottom dollar she will not assist you on her personal time. She is a manager with an employee mentality. She does not have the skills of a manager as I’m sure this is why they have such a high turnover of employees and trainers at this gym. ***** discontinued my member ship because I was upset that she did not notify my that my trainer quit before my scheduled PT and I told her I was leaving the Gym at the end of this month. I would also like the remainder of my membership fee for May $17.50. I feel that they owe me a total of $902.50Business response
06/21/2023
She was training here with us. We use a third party billing company that mistakenly charged her two times when she cancelled. The COO sent her a check. She received that check for $640 about three weeks ago.
We cancelled her membership due to her behavior. She wanted 17 days of her membership refunded and also her annual fee of $39. It's in her contract that we can revoke someones membership at any time and those charges will not be refunded.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.