All I want to do is replace the person I have on my membership, which I pay for, with another. The person I signed up with hasn't paid me for their training session I fronted or the monthly fee of $12, and before the negative comments come about who I signed up with me and didn't pay, i should have known...like I knew my step-daughter would do this to me. I never asked for a reduction, I just want her off my account; well, you can't cancel them without paying the $99 fee and proof of a medical reason or moving out of a 50 mile radius. Too add the other person, I have to pay them $50, and then she can be added, as my reasons for dropping my step-daughter is not within their scope. OK, I understand what I signed, however, I can see if I asked for to just drop her completely and reduce my fees, but, that’s not what I asked for! Please read my letter, then the response I received:
I am the primary on this account, I pay for the membership for myself and another person, X, and I want to cancel/block her from attending on my membership.
I want to remove her completely and put my mother-in-law in her place, but, for some reason, that is not allowed. I am very frustrated with this, all I want to do, is remove Mrs. X from this, as she owes me money for her training sessions as well as monthly, and she refuses to do so.
I am the account holder, and since I am not wanting to reduce my amount per month, but, change the person who accompanies me to work out, I do not see why it can not be done. I was told that I would have to come in with her so she could have the option of starting her own membership as I drop her? I frankly could care less if she gets a member ship, she doesn’t pay now and gets to go free off my blasted dime, and if you want her money, ask her to join when she comes in and see’s that the account is cancelled. That’s your job, not mine, to get her to pay out the nose fro sessions as well as a membership.
Why can this not be done by phone? I am the account holder, and I should be able to do this after answering a few security questions, and having your customer care take care of this for me on the spot. This emailing in and waiting for a reply is asinine, and utterly useless, why then have a customer care number in the first place if they can not take care of this for a Rush member as we call in? This was a waste of my time, my cellular minutes, as well as my patience. They also could not even quote me prices on the phone and said I had to call the local complex I attend? I mean, what the heck, really? You have a customer care line and these folks are paid to tell people to call their local fitness center because that’s not what they do? What are their jobs then, to drive folks crazy? Well, they did their jobs, they actually have me in such a mood over this, I am fuming writing this email, and I can feel my blood pressure rising as I type. Yes, I have high blood pressure, high cholesterol, as well as a few other health issues, and I joined so that I do not have a stroke or heart attack, well by God, The Rush takes the prize as you have succeeded to not only raise my blood pressure, but, have caused stress beyond belief having me call here, there, email, etc. Good Job!
Also, the part about removing Mrs. X and adding my mother-in-law for a fee is ridiculous, and I see it as a ploy to get even more money out of a member, for no reason what so ever. I do not want any training session for her, frankly, for what I paid for the 6 session that I split with Mrs. X, was enough money spent in my opinion. I even wanted to continue, but, at the costs you threw at me to do so, and not allowing me to add it onto my monthly fee, actually has turned me off on The Rush, and I have told many people who have asked me if it is worth joining and getting the session. My answer is no on the sessions, but, joining would be great.
Now though, seeing as I can’t drop Mrs. X from my account completely and just add my mother-in-law without a fee, has now changed my mission, and I will now tell folks from my work to join Ft. Sanders Health Club through work, even though you have to travel a little bit more, at least there you know what your getting, and can add and delete members as you see fit, and for a little less than what I pay.
I also will post this on my Facebook and Twitter account’s as to your practices of gouging members for more money at each and every turn. I am contemplating contacting Don Dare from Channel 6 On Your Side, and tell my story there how I can not remove a non-paying member off my account, and add a person in place without you all charging me first and last months’? What is up with that? I mean, you’re already getting the money from me as I pay for myself and another person? Newspaper ad, trader post, and an email campaign to everyone I know, this is the most frustrated I have been in awhile.
Please make sure Mrs. X is removed from my account today, May 2, 2012, and I would like an email confirmation or call that this has been done. I also want it noted on my account that if she asks any questions, all she is allowed to be told, is that the account had been cancelled. This is my account, and she does not need to know the specifics as to what has happened, and if she is informed, I will be seeking legal action against you.
So, in a nut shell, Mrs. X, off the account of:
And of course, my wish, my request, is to replace her with my mother-in-law, Mrs. X, and NO CHARGE to me, as I have already paid enough, and removing one and adding someone in their place should not cost me one Red cent.
OK, here is the email I got back in return:
First, we would like to apologize for the inconvenience that you have been caused by this situation. We would be happy to assist you with this matter.
Our records indicate that on 2/20/2012, you and X purchased a 24 month commitment membership. At that time, you signed to be the responsible billing party on both accounts. By doing this you committed to being responsible for both the monthly payment for the 24 months.
In order to cancel X off the account, she would have to provide proof of a relocation more than 50 miles from any facility or have a permanent medical disability, along with pay a $99 cancellation fee. To transfer the membership to your mother-in-law, we still require the proof of either relocation or medical disability for X and a $50 Transfer Fee. We have her account set to where she will not have access to the facility; however you will still be responsible to pay her part of the monthly payment since you signed to be the responsible party. We do apologize if this policy was not fully explained or there was a misunderstanding concerning it.
Again, we do apologize for the misunderstanding that has occurred and any inconvenience that you have been caused by this matter. Should you need any further assistance, please contact our Customer Care Department at email@example.com or by calling 1-800-324-3279.