I have been dealing with this same issue for 5 months now. I tried a free 10 day trial and cancelled on day 5. They said I needed to cancel my personal training first and I did, then my follow-ups from the membership department and the GM Andrew went unanswered.
1 month later membership emailed me and asked why I was cancelling he thought I'd said they had excellent service. I had mentioned we'd been discussing my cancellation for a month now and it should have been done. I then saw a charge
for $163 on my credit card and was told it had been too late to stop payment but it would go toward my membership cost. I mentioned I should no longer have a membership and was told "that's for you to deal with with that department".
The next 2 months I was charged $73 on my credit card. 3 months later the $162 was refunded and a month later I had to call and ask why the other 2 charges hadn't yet been refunded and threatened to go to the BBB. I was told it was a different department that dealt with that... One month later and still no refund...
I called head office accounts payable and left a message... 2 weeks later (i'd sent emails to the GM Andrew Wolfish as well) I finally received a response and he claimed he had spoken to accounts payable and tried to return my call (no missed calls or messages on my voice mail. A week later $73 was reimbursed.
I haven't even mentioned how I sent PDF files (30 pages) of emails sent to them as well as my bank statement to prove they were wrong.
Today I e-mailed asking where my last refund was and why it wasn't added with the other (I inserted a copy of my bank statement showing the transactions again). I was told 2 people had looked at my file and seen that the charge bounced back. I told Andrew it had been 5 months and I was getting extremely frustrated and was considering legal action at this point and also informed him I was posting this on here as well as a few other sites. Suddenly 5 minutes later (all other checks etc... Took DAYS or WEEKS) they saw that yes indeed they had charged me. I will now apparently have a refund by Friday which
is incredible considering the first time I asked for my money back I was told it would take weeks.
Never again will I fall for this... Never mind the overdraft and interest charges on my credit card because I wasn't expecting these charges. A total of 428 was taken from my card. I'm a Goodlife fitness member now... Couldn't be happier.
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