24 Hour Fitness Contact
Member # HA44503
At the end of December I bought 28 sessions with my personal trainer, Mike Bettencourt. He did not leave any inclination that he would be leaving the gym.in mid January, I was informed by club personnel that Mike would be leaving in a week and that I would need to be set up with another trainer. I stated that I purchased my sessions with Mike and since he is leaving, I want a refund. I was then told that I would have to contact the corporate offices as they are the only ones who have the power to refund sessions. This person also advised me to keep my gym membership to ensure that I would be dealt with as a member. During this time, my husband and I separated and decided to divorce. I was forced to move to Napa where there was no 24 Hour Fitness. Amid all of the upheaval, I attempted to retrieve my refund from 24 Hour Fitness to no avail. Below, is a complete and accurate account of all contact I have had with the corporate office and the Petaluma club itself.
2/17:
800.432.6348 "Fax proof of new address, once that has been processed (about 10 business days) someone will contact you with a response and check should follow shortly after"
3/2:
Sent fax between 1 P.M. And 2 P.M.
3/20:
3:40 P.M. (approx.) Call back in a week and the check should be in the mail
3/30:
Arlene: "supervisor will call you back within the day at the most 24 hours" "fax has not been processed yet" Never received a call back.
4/15:
2:55 P.M. Disconnected after being put on hold to verify my complaint
3:01 P.M. Joy—"do not do this at the corporate office, only at the club" after explaination "Oh, I see, let me just verify that, okay?" on hold repeat "do that at the club, not over the phone". Explained to her entire situation—"escalate the issue to the district manager" Tony Hernandez will contact me "as soon as possible"
4/17:
3:00 P.M. Alexis Will inform Tony that "previous representative forgot to inform the district manager" "What I am going to do now is create a district email" Jim McCarthy is actual district manager" Please wait 2-3 business days" As of 4/20 had not received a call back.
4/17:
Call to 24 hour Fitness, Petaluma
3:07 Will. Manager Name: Kimberly Beavers will call me back once she has finished speaking with someone.
4:00 P.M. Called again, spoke to Will. The person that I need to speak with is Sam %. Had left for the day, will return my call when he is in again. As of 4/20 had not received a call back from anyone.
4/20:
12:15 P.M. Jessica, Informed that I am still waiting for a return call from Jim McCarthy How about waiting for the phone call for another 2 days Can you kindly please wait another 2 days. They are still trying to investigate the concern.
12:17 P.M.: Petaluma Club, Annabelle, on hold, (707) 789-9050 option #6 to member services and will connect me to corporate office, informed her that they told me to call the actual club. She seemed confused why they would tell me that. Told me that Sam will get back to me once he gets off the phone.
4/21:
12:46 P.M. Petaluma Club, Ashley. Told her that I called on Friday and yesterday. Both days was told he was in and would call me back as soon as he was available. I still haven't heard from him. Sam is in meeting right now and I can take another message. What is this regarding? A refund on my personal training sessions, Oh, well he is in today but in a meeting. I will give him the message. Did not receive a call back.
Did not receive a call back from the district manager, Jim McCarthy, as I was told I would. It has been 3 business days and still no acknowledgment.
4/22
9:00 A.M. Petaluma Club, Ashley. I gave him your message personally yesterday. Is he avoiding me? I have no clue. I know he was in meetings yesterday and I left early so I don't know. Will you give him the message that I called again? Yes, Victoria Miller, right? And your number? I'll make sure he gets it when he gets in. Thanks, Ashley, sorry to be a pain. No problem. Did not receive a call back.
9:39 A.M. Corporate Office Jackie Let me just check on this, I will put you on hold for a moment while I check on this here. Thank you so much for waiting, ma'am. I apologize for you not receiving a call back Is there a way to file a complaint? This has been going on for seven weeks now. I would be upset, if I were on your end. This concern will be immediately forwarded to my direct supervisor. My supervisor will be calling the support team advising that you have not received a call back from our big boss. When can I expect to hear from someone? As soon as possible. I understand a person in your situation would be frustrated and I will forward this immediately. Thank you.
10:00 Petaluma Club, Ashley: I was wondering if you could pull up all of my information. Print it all out and fax it to work. How far back do you want it to go? Transferred me to Cam.
Cam pulled up my information and informed me that she would fax all of the information to me right away. As of 10:30 A.M. No fax was received.
10:45 A.M.: Filed formal complaint with the Better Business Bureau. Complaint # 7968451
1:19 P.M. Call from district office requesting me to wait an additional 2-3 business days as the e-mail was sent on a weekend. This is untrue: it was supposed to be sent on Friday. See below. Was promised a call back by tomorrow as then it will have been 3 business days from Monday 4/20 when the email was processed.
4/23/09: Petaluma Club Ashley: Informed her that the fax never came. Kept telling us that the fax number wasn't working gave her the fax number to work and she would send that right away. Asked her if Sam was in. No he's not When will he be in? I really don't know. He doesn't really have a set schedule. What is his job title? Club Manager. Please give him the message that I called again and if I don't hear back from him, I will be reporting him to the district office. Okay, what's your number again? Thanks Ashley you have been so helpful and I hate to be a pain. No problem
6:01 P.M. Sam finally called and left a message saying that since I have moved to an address in which a 24 Hour Fitness is less than 25 miles away, I had a chance to look over your folder which I received on Monday there's not much I can do. I hope you're having a great day. You can call me back at the club.
Tori
Petaluma, California
U.S.A.
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