Canceled membership with fee of $50, as requested by company, April 18. Was still charged for months of May, June, and July. Began personal training contract with company on January 19. Paid $148.73 up front to cover first and last month's payments. Remaining balance owed was $535. Monthly payments were set at $53.50 for 10 payments on the 19 of each month beginning February 19. Calls were made to the company in April time frame regarding canceling the membership because of poor customer service (Personal trainers didn't show up for scheduled appointments and eventually left company without informing customers. Also personal training management showed poor customer service skills). Was informed that cancellation fee would be $50. I have a receipt for $50 check that was paid on April 18. Company received this payment, yet continued to charge me for May, June, and July. I disputed with my bank and the company began calling me for other payment method. Finally in July I spoke with someone who finally canceled my account. I received a phone call recently (July) from the personal training at my gym stating I still had 8 sessions remaining on my contract and I just needed to pay the remaining balance on my contract, $145, to start training again. I was interested because management had changed as well as hiring new trainers. I paid the $145 and was told by my trainer, Tim, that I needed to call National Fitness to receive a password to log in for my sessions. When I called the week of July 1 I was given a password but told it may not work until the next day. Tim text me today, July 9, and stated he still could not see that I could log in and recommended I call the 1-800-658-7727 number again. I called and after being put on hold for long periods of time and speaking to multiple people, I was transferred to the Collections Department and spoke with the manager there. I was disconnected twice and returned the call at 1-800-942-8304 the second time, a number they had called me from after the first disconnect. The manager was extremely rude and insisted that I had already forfeited my sessions because of my cancellation fee. She said the $145 I paid was to cover the months (May-July) that I had disputed charges with my bank. I informed her that my fee was paid in April and I was not formally canceled until July, thus I paid for ($145) a service I never received. She again insisted that I had forfeited those sessions, even though I had paid for them, and she could not reactivate my account. I asked to speak with her supervisor and she informed me that because she is the head of the Collections Department she does not answer to anyone higher. When I asked her if she was the CEO she informed me that she is not, though she does not have a boss. This manager also informed me that the company had refunded my $50 cancellation fee, though I have no record of that with my bank. When I asked her to send me a receipt that showed my bank had received their payment of $50 to me, she informed me that she does not have one and that there would never be a record of that. When I asked whether they had a bookkeeper she stated they did.
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