The only thing Fitness Connection is interested in is the legality of their contract with no interest whatsoever in an individuals personal circumstances. I am a disabled veteran with service connected disabilities which do not allow me to work and I am on a fixed income, and approaching 60 years of age. I joined Fitness Connection over 2 years ago with the hopes it would help me with atrophy, balance and a few other problems I experience due to my disability. I used them for a few weeks and the problems I was experiencing at the time worsened. One of the meds I was taking at the time fogged my memory (normal side effect) and long story short, I forgot all about having a membership with them, and moved completely from the area last September to an area of the state where they don't have any facilities anyway.
I saw that I had a charge on my credit card from fitness connection this month and immediately started trying to cancel the membership. I was taught in my military career to take responsibility for my actions and I realize the lapse in memory is my fault, not monitoring my CC bills closer, etc... and take full responsibility.
The system for cancelling membership is archaic to say the least. Websites, usernames, passwords, forms, required documentation...The password and username is not yours but one they provide you. I called their Customer Service and that's where the rudeness began.
I tried to explain my situation to the representative but she kept interrupting and talking over me until I finally had to tell her she was being rude. Then she listened. I explained how my situation had allowed me to have a lapse in memory, how they had made over $250 pure profit off of me due to me not cancelling, and asked that they keep all of the 2 years of payments I made for a service I never used, but to please refund the yearly fee they had billed me 2 weeks earlier since I would never be using even a day of it, and they had made such a big profit off of me thus far.
I was told that I signed the agreement and it was legally binding and there was nothing that could be done for the annual fee. I told her I understood the contract but also know that almost every corporation has a human element to them and she said there was nothing she could do. I then asked to speak to her supervisor and she said she was the supervisor and nothing could be done, and that I had signed a legally binding contract. I then asked to speak to her manager and she told me she was the manager and nothing could be done. I then reminded her that she was the supervisor but if she was now the manager, then she worked for a boss, probably a Vice President or Director, and I would like to speak to that person. She asked me to hold for her manager. A few minutes later, a lady named Dianne answered the phone, I explained my situation and she asked for my membership number and to please hold. A few minutes later, a lady name Karla or Carla, answered and asked if she could help... I told her I was holding for Dianne and she told me Dianne wasn't available, I had to talk to her...
It was obvious now they were bouncing me around the office, so I explained my situation for the 3rd time, never got to speak to anyone with policy exceptions authority, and was treated very rudely...
YES, by the law, they are within their rights... but by the standard of human decency, compassion and morals, they have absolutely NONE. It was for these kind of people that I gave up years of my life, making a career to protect, and ultimately losing my health for them. I will honor my commitments but will also tell everyone I know what a slimeball company this is... all over refunding $20-30 after making over $250 pure profit off of a disabled person.
Oh, and yes, they will be charging me $10 for the month of August knowing I live nowhere remotely near one of their facilities... And their customer service department needs to learn to speak clear English without a heavy Hispanic accent so customers don't have to ask them to repeat everything they say 2-3 times before deciphering the English word they are attempting to say.