On Tuesday August 6 I purchased a membership for LA Fitness Sports Clubs (Moon Valley facility) and was very happy with the service that they provided. On Wednesday August 7 I received a phone call from George Cheaney Assistant Manager of Body of Change (located inside LA Fitness) offering me a free training session with a trainer. I made an appointment for Thursday August 8. On that Thursday I met with Mr. Cheaney to discuss the training session, where I explained I had a brain injury in 1996 and I was not sure if this program would work for me. He was quite a salesman, I felt like I was at a car dealership I was pressured into signing up for four (4) half hour sessions at a cost of $150.00. I told Mr. Cheaney I wasn't sure I wanted this and would like to think about it, and he told me I could give him my debit card number and he would not put the charge through for three days.By state law I had three days to cancel. I than went home and spoke to my husband that night, and we both agreed that this was not something that was going to work out for me. On Friday, August 9 I called Mr. Cheaney's office at 8:30 am and left a message on his voice mail that I wanted to cancel the membership and not to put the charge through. On that day I also went into LA Fitness and spoke with Justin and Chad and mentioned that I wanted to cancel the membership with Mr. Cheaney, and that he had not returned my phone call. Justin said he would speak with him and have him call. I called several more times. I did not receive a phone call back from Mr. Cheaney. Over the week-end, on August 12 my debit account was charged for the amount of $150.00 and was paid to Body Of Change.By this time I was really upset and went in on Tuesday morning August 13 to speak to Mr. Cheaney about issuing a credit, he said he needed my paperwork to put the credit through, I did not have this paperwork with me. I told Mr. Cheaney I would be back in on Thursday, and I would expect him to take care of the paperwork for me to receive credit. On Thursday August 15, I brought my paperwork into Mr. Cheaney and at that time he said I had to speak to the Manager, Shannon. I asked Mr. Cheaney why I would have to speak with Shannon as Mr. Cheaney was aware of the problem, he told me Shannon would have to do the paperwork so I could receive my credit. I gave Shannon my paperwork and he asked me to write a note stating why I wanted to cancel the membership, which I did. He said he would send the paperwork in and it would take about 5-7 days to issue the credit, and if I had any problems to see him.By Tuesday August 22 I had not received a credit, I than went into LA Fitness to work out, I saw Mr. Cheaney there and asked if Shannon was in, he informed me that Shannon was no longer working there and that Steve McGee was the new manager. I asked to see Mr. McGee and was told he was not on the premises at that time. Upon returning home I called LA Fitness and was given Steve McGee's cell phone which I called three times and left messages, I have not received a call back. After waiting a few days and still not receiving any phone calls I went online and found a phone number for billing services for Body of Change, I called this number on Tuesday August 27, and spoke with Crista in billing services and she told me she had been speaking to a manager about the paperwork they received regarding crediting my account. Crista said they never received the payment in their office and I would have to contact someone in the Corporate office in Phoenix. On that same day Tuesday August 27 at 4:38 pm I called the corporate office and spoke with Kathryn and Andrea who told me I would have to mail or fax the paperwork to them as they did not have any paperwork regarding my account. On Thursday August 29 at 10:45 A.M. I went into LA Fitness and Justin helped me fax the paperwork with a cover letter asking Andrea to call me at home to confrim the paperwork was received. On Wednesday September 4 I placed a call to Andrea to confirm she had received the paperwork and to please return my call. As of today Thursday September 5, I still do not have a credit or been called back. It seems rather strange to me that Body of Change had the paperwork to charge my account $150.00 yet they did not have the paperwork to credit my account $150.00 I feel that this is not the way a company should operate, and that this is not good customer service. DiannePhoenix, Arizona
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