ComplaintsforBurn Boot Camp Bend

• Initial Complaint

  07/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I joined as a member at Burn Bootcamp in April and have used the membership twice since joining. The monthly cost is $139 per month. I submitted notice that I wished to cancel since I have not used the membership and the business still wants me to pay 50% of the membership over the remaining months on the term of the membership. I do not want this membership nor do I want to pay for it.

  Business response

  07/22/2024

  We offer several different membership options at our facility, including punch cards with no membership commitment and month to month membership options that can be canceled with only 7 days notice. This member made the decision to take advantage of our 12-month founding membership option at a significant discount. This membership includes a 30-day guarantee to cancel your membership in the first 30 days for any reason and not be held accountable to the membership terms. Our membership agreement very clearly states that after the first 30 days, the cancellation fee is half of the remaining balance of the membership term. This fee is waived in the instance of moving out of the area and the contract can be suspended for medical reasons as well.
  
  When this member sent an email on Thursday, July 18, 2024, 4 months into her membership stating she wanted to cancel, I sent her the cancellation form outlining the cancellation policy as well as a copy of her membership agreement she had signed that outlines the same policy. She had also failed to pay her last months membership fees so would need to bring her account up to date before we moved forward with the cancellation.
  She wrote back an email on Friday, July 19th that she was very frustrated and I responded that same day saying that I was out of town on a business conference and would connect with her early the following week to come to an agreement between the two of us. It is now Monday, July 22nd, I just arrived back from our conference late last night and it appears that she submitted this complaint before waiting to speak to me and come to a resolution.
  One of our core values at our company is People First. We work hard to treat everyone who walks through our doors with empathy, provide exceptional service and build trust. We are extremely transparent with all our transactions. Every day we strive to hold up our end of the relationship by providing a welcoming and empowering environment and we ask that our members hold up their end of the relationship by adhering to the membership agreement that they agreed to.  

  I have attached a copy of this member's membership agreement dated 4/9/24 above.

   

  Thank you,

  *************************

  Owner, Burn Boot Camp Bend

  Customer response

  07/22/2024

   
  Complaint: 22013822
  
  I am rejecting this response because:
  
  the business owner already stated she would be willing to work with me and not charge a cancellation fee, however none of her other responses have been indicative of this sentiment. 
  
  Sincerely,
  
  ***************************

  Business response

  07/25/2024

  Hi ******,

  I am not sure what the date is that you submitted this rejection. I included the screenshot of the email I sent you on 7/22/24 stating that we had terminated your membership and only charged you the past due amount on your account. No cancellation fee was charged. I have also included 2 screenshots showing the past due amount being credited to your account and the termination of your membership.

  I am not sure what else you need from me to prove that we did not charge a cancellation fee? 

   

  *******

   

   

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