ComplaintsforCrossFit C5Barbell

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I joined the gym October 5, 2022 and signed a 6 month contract. Per the contract after 6 months I would pay the same rate but no longer be in a contract and could cancel anytime. In October 2023 I went to the gym to cancel my membership, but ******, the owner, talked me into freezing my account. The freeze would be for 3 months. On Monday December 4, 2023 I sent them a message on FB messenger "I want to cancel my membership. I have decided to train for a half Ironman. Do I need to come by to cancel?". They responded back "Hello. I will submit cancellation. You do not need to come by. Take care & Happy Holidays" Later that night I checked my checking account and noticed a pending charge of $212.00 for the gym. I messaged them "Is there a cancellation fee? I have a pending charge of $212." They responded "Yes. It was submitted yesterday when you cancelled. Thy you." I asked additional questions as to why because I read the membership policy and after 6 months I was free to cancel at anytime without being charged. They stated through messenger "After 6 months your price remained as a 6 month membership. In Nov of this year the 6 month started again. you cancelled a month into the 6 months (1st month was frozen so no charge)." I responded back with how could I start a new 6 month contract when my account was frozen and that is not what I signed. They responded "******, Let me clear a few pieces of what you are stating to clear your confusion. 1. Your acc was on hold. Accounts can only be placed on hold when they are active. The hold (holds your price and you are not paying during that time. 2. When you ask to cancel it moves from active (hold) to cancel. 3. The cancellation is an early termination fee for not completing that 6 math period. Thank you." To reiterate I only signed a 6 month membership from October 5, 2022 to April 5, 2022. From there I was paying the same rate but not in a contract.

  Business response

  12/09/2023

  This Client was on a 6mth contract price that Renews automatically at 6mths per the contract.. unless written  cancellation is submitted 30 days prior of the 6mths. 

  This clients decision was to freeze her account (Meaning Pause her billing and hold price ) after 1month into starting her next 6 month training.

  After 1 month of pausing her billing her next decision was to proceed with canceling her account. Therefore her active(paused) account then.. moved to cancellation per her request. This cancellation was Early as she was active but only on pause. She had  a few months left in this 6month renewal she was in. 

  We have been operating  with this policy for  3+years. We have never experienced any confusion, no misunderstanding and actually very rare to have cancellations.

  The policy is simple and clearly written. 

  Located on contract. On the Wall at the front desk. And communicated clearly if& when asked.

  Our staff takes pride in transparent communication across all levels and following the policy is normal business.

  We will continue to provided top of the line **************************.

  Thank you

   

   

   

   

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