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  • Report: #996240

Complaint Review: Fitness Connection

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  • Submitted: Sun, January 13, 2013
  • Updated: Thu, February 14, 2013

  • Reported By: Unhappy — United States of America
Fitness Connection
PO Box 680768 Houston, Texas United States of America

Fitness Connection Freezing Account Problems Houston, Texas

*Author of original report: Update

*UPDATE Employee: Second Business Response Regarding Freeze Issue

*Author of original report: Update again

*Author of original report: update

*UPDATE Employee: Fitness Connection Response to Freeze Policy

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My husband and I each have a membership with Fitness Connection in Baytown. We fell on hard times when he got laid off and called the gym to see what we could do about it. They refered us to corporate to put a hold on the account so that our account wouldn't be charged. However, when calling corporate they said that even for a hold we had to send a certified letter and give them 30 days to process it. Our account now is negative because they did not do anything with our letter. And whats worse is that they hit the account again now 10 days later and our account is almost $200 negative because of it. Its easy to sign up but apparently they don't take their certified letters to heart.

This report was posted on Ripoff Report on 01/13/2013 04:40 PM and is a permanent record located here: http://www.ripoffreport.com/r/Fitness-Connection/Houston-Texas-77268/Fitness-Connection-Freezing-Account-Problems-Houston-Texas-996240. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
3Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Update

AUTHOR: Unhappy - (United States of America)

Since my last post Fitness Connection has charged my account 2 more times to leave me with anoth $140 worth of fees. They have been sent a cancellation letter as of 30 days ago. They are charging me for fees that are not in my contract because from what the employee said "they have new contracts now and thats what they go by", even though my contract doesn't state any of this. Apparently we are going to have to sue them.
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#2 UPDATE Employee

Second Business Response Regarding Freeze Issue

AUTHOR: Lori-Corp Office Fitness Connection - (USA)

If you would like to contact our office back again and ask for our Member Service Dept Manager, Diana, we will attempt to explain the terms of the agreement and look at any proof you have to support an early request to freeze.  Please identify yourself to her as calling in reference to this report.

Fitness Connection extends the added benefit to lock your account in so that when you are not able to attend you are able to continue with the rates/fees that you originally purchased as well as the security of your initial investment.  This added benefit is provided as a courtesy to our members and is in no way a requirement of the agreement. 

Diana will be able to determine if any errors have been made regarding your account and she will be happy to explain any additional information regarding the monthly dues and/or fees.



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#3 Author of original report

Update again

AUTHOR: Unhappy - (United States of America)

We have been told that even though the hold was placed on our account as of the 9th they will continue to charge the bank account until the 18th because that was the date of my letter. This means that I will be charged an extra $70. Also I went to the bank because since Fitness Connection doesn't want to fix this by not charging my account every 3 days, the bank tells me that because Fitness Connection changes the fee everytime they charge the account that no matter what my account will be charged. So I have sent a cancellation letter that I know they will still charge my account and I am getting in contact with a lawyer because what they are doing is wrong especially by charging my account every 3 days.  However, once my bank account is positive, I will be closing it which I was told by the bank that is my only option.
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#4 Author of original report

update

AUTHOR: Unhappy - (United States of America)

I called corporate and found out they recieved my request however they have now charged my account twice charging me $130 in return item charges because of this. I was then informed that starting February 1st they will be charging me $5 per account for a freeze fee, which was not explained to me when I called nor on my contract! So my certified letter will be sent cancelling the memberships because of the lack of customer service. I was also informed that because the payment came back not paid they will be charging my account until its paid. The first time it was supposed to be $21.60 per membership the second time they tried to charge my account $32.43 which again got returned and charged after the hold date. Hence the reason for $130 in returned item fees which I will not get back. This company is ridiculous and not up front with anything when I sign up. Never again and I wouldn't recommend them to my worst enemy.
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#5 UPDATE Employee

Fitness Connection Response to Freeze Policy

AUTHOR: Lori-Corp Office Fitness Connection - (USA)

We are sorry to hear that you are not please with the policies/procedures of Fitness Connection.  Very clearly stated on the membership agreement, which every member signs, is the 30 day written notice of change policy.  This information is also provided to any member calling our office regarding policies/procedures.  All requests sent in are processed in order of receipt based on the post mark by the United States Postal Service and are completed within 30 days of the post mark.

In reference to your freeze request not being received/processed; we are more than happy to review your account if you will call our office at 281-931-6609.  We are not able to determine any possible error at this time because you did not state your name.  Fitness Connection does not require notice of change to be sent certified mail, however we strongly suggest it...for our members protection.  In the event that a request is not delivered properly we will honor your proof and process your request based on the date proof (certified mail receipt).

Again, we are sorry to hear that you disagree with the terms of the agreement/service that you purchased, and we are happy to assist you in determining if any error was made in our processing.  Simply contact our member service department at the above listed number and we will assist you in any way we can based on your documents of proof.

Fitness Connection Management

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