[Resolved] ABC Financial Services / poor documentation of cancellation policy, hurdles to cancelling gym membership
Seconding the views of another complaint against ABC financial services, this is a company that makes the actual steps to cancel a membership difficult to discover, and the process is arduous. ABC Financial Services provides the billing service for Sweat Fitness here in Philadelphia. On the Sweat Fitness contract, the cancellation policy states that a certified letter, with receipt confirmation, be sent to ABC Financial Services. One slight problem, there is no mailing address provided. Scanning the fine print the contract, the best one can do is that the Electronic Funds Transfer is set up through ABC Financial Services, Inc ("The Company"), Sherwood AR 72124. That's not a complete mailing address, of course. Going to their website is not helpful; going to their 'Contact Us' page is set up for businesses wishing to use their billing services, not for customers. Of course, no mailing address is provided. I tried calling customer service on the weekend but of course they were closed.
The intent here is clear... this is a business looking to make business for itself and is not intent on provided good customer service for the end users, i.e., gym members looking to cancel a policy. If the latter were the case, they would provide a simple, clear online option, provide a readily discoverable mailing address, and would not require an arduous cancellation policy-- a certified letter with return receipt to cancel a gym membership- come on! I can navigate changes to my car loan and home mortgage payment with far less hassle.
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
ABC Financial Services Customer Care's Response, May 23, 2011
We regret to hear that your experience with ABC Financial Services was anything BUT satisfactory.
Our ultimate goal is to provide the best customer service to both our clients and their members. It's a common practice for a membership to be cancelled with a written notice sent via certified mail. The cancellation terms are in the agreement for you to read over before you sign. Once the agreement is signed then you have agreed to these terms.
I understand you had difficulty finding the address to ABC Financial which i apologize for that. You can always contact your health club represenative for information you can not find on your agreement.
I was not able to locate your membership with the information provided in this post, however, should you have additional comments you would care to discuss, please email me at Stephanie.email@example.com.
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