Anytime Fitness Michelle Fitzgerald and Jared Page Deceptive practices Entrapping Policies Leander TX

Alessandra came in and registered for a 24 month membership and 12 months of personal training. We have everything from a month to month plan all the way to 24 months, and everything in between. Anyone over the age of 18 can pick whatever option they feel most comfortable with. But, like all gyms, the longer you join the less expensive your payments are. We have flexible options for all members to pause, transfer, or cancel the membership. Each option to cancel varies depending on the situation. If there is a permanent injury, then we can cancel the membership with $0 fees. All we need is physician's notification that the injury is permanent. If it's not permanent, we can pause it for whatever length of time the physician says is needed OR explore other cancellation options. She originally signed up for our semi private 3x/week contract. After about a month she came in and told us she was unable to do our 3x/week option and wanted to downgrade. To exhibit good customer service we allowed her to downgrade without paying our typical 10% downgrade fee. Our next interaction with her on July 10th was when she came in to dispute our 24-hour class policy. She was stating that she wanted to be able to have the ability to sign up, cancel, and or switch her scheduled classes all within 30 minutes of the class start time, even though she was aware of our class policy. On July 26th we received a customer survey from her which had a chiropractic medical note attached to it, with the date of July 18th. This was 8 days after she came in and disputed our 24-hour class policy. She had never called us or brought this note to us and we were unaware that she was having a physical issue that would prevent her from participating in exercise. Within hours of us receiving the survey, our club manager reached out to invite her in to go over her options in person. Our regional manager and another club manager both called her that same day to talk over the phone. It was that same day that our personal training manager emailed her to initiate a conversation about how we could best serve her under the parameters of our terms and conditions. She refused to come in and did not want to speak on the phone. She was communicating through email only. During these interactions our personal training manager attached a permanent disability form for her primary care physician to sign. If the PC deemed her permanently disabled, we would then be able to immediately end the contract. However, she had her chiropractor sign the form and he wrote that she was not permanently disabled. The only option that would appease her was an immediate cancelation of her contract. However, we re-reviewed the terms and conditions of the one-year contract that she signed. We sent her a detailed email listing her 6 different options to choose from to move forward. Again, unfortunately none of these options satisfied her. She has now ceased all communication with us.

I'd encourage anyone reading this to kindly review our 142+ Google reviews so you can see that we are not a place that practices bad business. We take pride in our outstanding customer service. Here is a link to our Google page if you'd like to look over all the positive things the Leander community has to say about us:

https://g.page/r/CfHTLbqucxynEAE/review