ComplaintsforSpokane Club
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Complaint Details
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Initial Complaint
04/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Reservation was canceled due to weather delays and told by representative that it would be refunded in full. No refund received, sent emails, told to call, called 6 times. No resolution. *********** is ghosting me.Business response
04/23/2024
We appreciate the opportunity to address your concerns regarding your reservation cancellation. We have been in consistent communication with ************ and his mother regarding this matter. Their cancellation occurred outside of our cancellation window, and while we sympathize with the situation, it falls beyond anyone's control, including ours. Therefore, we are upholding our policy and cannot offer a refund for the canceled reservation.
Despite our efforts to explain our policy and the circumstances surrounding this cancellation, we understand that they may be disappointed with our decision. However, it is important to reiterate that we are upholding our cancellation policy, which applies to all our guests equally.We understand that unforeseen circumstances prevented you from arriving for your scheduled reservation, and we empathize with the situation. Considering these circumstances, we would like to extend a credit toward another two night's stay at our facility as a gesture of goodwill.
We value your patronage and hope that this credit will allow you to enjoy a future visit with us. Please let us know if you would like to proceed with this option, and we will be more than happy to assist you in arranging your future stay.
We understand that emotions can run high in such situations,but we must maintain the integrity of our policies and procedures.Initial Complaint
12/27/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
Spokane Club charged me a membership fee without providing services. They charged me the monthly fee when there was less than a few days left in the month. Business is unethical and refused a refund, instead charging me also for next month's membership.Business response
01/27/2022
Mr. ***** contacted the Club on December 6, 2021 via email wishing to reinstate his membership. He submitted his application via email on December 12, 2021. The following day he provided a credit card and asked us to charge his December dues of $152.50 to this card, however he asked that we wait until December 17th to do so. The Club agreed and the payment was made to his card on December 17th as requested by Mr. *****.
Membership Staff confirmed with Mr. ***** that by signing the membership application he was agreeing to maintain his membership for one year. He also initialed the back of the agreement stating his understanding and agreement that resignation requires 30 days’ notice.
The normal Club billing process bills monthly dues in advance. Therefore on December 20, 2021 he received a statement for January dues. Three days later, Mr. ***** emailed the Club asking to resign his membership. We responded via email, reminding him of his contractual obligation to the Club. He replied that if we did not do as he asked, he would report us to the BBB and we would be contacted by his lawyer.
We strive to maintain good relationships with members past and present. The Spokane Club has elected to waive all resignation policies and refund the December dues paid by Mr. ***** of $152.50. This refund was issued on January 4, 2022 via the credit card that we originally charged his December dues on. This brings his account to a zero balance and completes the resignation process.Customer response
01/28/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** *****
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.