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Complaint Details
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Initial Complaint
05/28/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I am currently still at home recovering. On July 16, 2023, I had a double-nodded brain bleed aka a large stroke. My POA called several times and tried to cancel my membership, due to my condition. She was told I needed to come in, mind you I was intubated, highly medicated, and unable to do so. After having bypass surgery and a second surgery to install a shunt, I am unable to do any type of strenuous exercise. I am just now able to be left alone and not need 24/7 care. I am sending in my key card and asking again for you to cancel my membership. Should I ever be permitted to work out again, I might consider coming back. As of right now, I'm asking for my membership to be cancelled, and if possible, a refund dating back to july of 2023,Business response
06/04/2024
On March 3, 2023 Colleen Reynolds membership status was changed from 'Active' to 'Freeze'. A freeze status is applied at the request of a member. If a person wants to maintain their membership but will not be using it for an extended time, they have the option to but the membership on Freeze which changes the monthly dues from the normal $35 to $10. Colleen Reynolds membership remained in Freeze status until we received a letter from her on 5/31/24 requesting to cancel her membership. Included in the envelope was her Club 51 Fitness scan tag. Colleen Reynolds membership was cancelled 5/31/24. In reference to receiving cancel request via telephone, I am unaware of these calls or requests. It is our policy that we do not accept cancellation over the phone. Our staff is trained to advise members to come into the facility to sign an electronic cancellation form or send a certified letter if they have moved from the area. Had Colleen Reynolds POA come into the facility with the POA we would have cancelled the membership at that time. The cancellation policy is to protect the member and the business. To reiterate, Colleen Reynolds membership has been cancelled and there is a $0 balance owed. We wish her well and a speedy recovery.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.