24 Hour Fitness Overcharging for Cancelled Membership
Re: Account Charges
This letter was sent to the management of 24 Hour Fitness.
This letter is in regards to excessive charges due to memberships with your company. I recently noticed an excessive number of charges on my account and relayed my concerns to membership coordinators at my club. I was charged the following times:
3/5 $32.46 Family add-on for Gisela
3/5 $29.22 Account of Donald
2/25 $32.46 Family add-on for Victoria
2/14 $32.46 Family add-on for Gisela
2/14 $29.22 Account of Donald
1/25 $32.46 Family add-on for Victoria
1/5 $32.46 Family add-on for Gisela
1/6 $29.22 Account of Donald
On December 26, I approached one of the membership coordinators at my club and requested that the family add-on account of Gisela be removed/cancelled and to add Victoria and to make sure that my card is NOT charged again for the account being cancelled. Apparently, this did not happen even though I was told by your staff that it did.
Since then, I have been charged a total of $97.38. This is $97.38 that should NOT have been charged. I was told by my club that, in essence, โitโs my fault the account wasnโt cancelled correctly and I should have said something soonerโ and that she would not refund this amount. That is absurd. To make something the โcustomerโs faultโ is very poor customer service and not conducive to quality customer service practices.
I did my part in this. I made the request and your employee should have canceled the account correctly. There is no way that I can be at fault for that. And, of course, I didnโt speak up earlierโฆ it takes time to see trends and I do not use this credit card often, so I do not review it often. Whether I review this cardโs activity does not make something my fault. If I do my part, then your staff is under a responsibility to do theirs.
Based on this I have cancelled my membership with 24 Hour Fitness. Based on your employeeโs mistake I have had to pay an extra $97.38 out of money that I work for. And since I have cancelled my membership, you have lost a paying customer who will never come back to your gym. You are now losing a membership and family add-on valued at $61.68 each month based on your employeeโs mistake.
I have always enjoyed working out at this gym location and had no plans to stop or discontinue my membership. Given the situation, I am happy to cancel my membership and go elsewhere.
I hope the value of protecting your employeeโs mistake is greater than the long-term amount you would have gained by my continuing membership. I will actively seek membership elsewhere, give my earned dollars to them, and I will never again be a customer of 24 Hour Fitness.
Cc via postal mail:
24 Hour Fitness Memberโs Services
24 Hour Fitness Corporate Office
24 Hour Fitness The Woodlands
Monetary Loss: $97.
Location: The Woodlands, Texas
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Comments
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I inquired with 24 hour fitness as to how to properly cancel my membership. The adolescent boy at the desk said "oh just tell me and it's cancelled".
So I told him my name and that I was giving notice that I wanted to cancel. Knowing it could not be that easy, I went home and typed a letter stating I was cancelling. I sent the letter via fedex that same day. The letter was signed for the next day (I sent overnight deliver) and I waited a couple days and called to ensure that I was marked in the system as cancelled.
The same kid denied anything had been delivered and signed for. I got into my car and drove there and asked for the manager. The manager indicated I was a liar when I said A. that the employee at the desk said he would cancel the account based on my verbal request and B.
no letter had been delivered. At this point, I pulled out the delivery confirmation from fedex and gave the name who signed for it. It turned out to be the front desk employee (same one). Manager went and talked to the employee and then returned and told me the guy couldn't find it and sorry, but my account would remain active.
I left, realizing that this particular 24 Hour Fitness was severely challenged in all areas of customer service/management skills and basic common sense. I called Corporate and got bounced around before finally speaking to a rep that said she would cancel it but that it would not take affect for 60 days. I reminded her that is not what the terms of my contract stated (I had at that point located my contract) and she basically said "whatever".
I ended up cancelling my card and getting another one, as I had no confidence they would not just keep on billing me, even after the 2 months. Never again will I do business with this company.