ComplaintsforThe Fountaingrove Club

• Initial Complaint

  08/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a membership for myself and my husband at The Fountaingrove Clubs fitness center. I cancelled our membership at the club because despite them doing renovations for over a year which meant not having access to the full facilities during that time, they not only continued to charge members full price, but raised prices on multiple occasions. The facilities that I didnt not have access to which I was still charged for included locker rooms, showers, pool and pool deck, and portions of the fitness floor. I voiced my concern to the club on multiple occasions but was ignored. When I told the club I was cancelling both my husbands and my membership, they tried to charge me for an entire additional month. They are trying to charge me $315 for an entire month in which we did not use the club at all. They are threatening to take legal action. I feel that I should not have been charged full price for my husbands and my membership when we were not getting full access to the clubs facilities. I feel they should either not charge me the $315 or they can reimburse me for a portion of my membership fees for the many months in which access was limited to members. I have refused to pay this $315 but they are still harassing me for it.

  Business response

  09/16/2024

  Thank you for your comments. Being open 364 days a year, we are always striving to create a great experience here at the Club. To be able to offer our members the improved amenities you mentioned, we had to have temporary closures throughout the projects to ensure member safety in the active construction zones. We communicated these closures and projects well beforehand and there was ample time to resign before the projects began or even during. Our members are now enjoying the updated facilities, not possible without continued dues payments as our staff, facilities and campus was open throughout all of these improvement projects. As for the dues payment not currently made, it is still owed to the Club. I included a screenshot of the Restated Bylaws section 2.7(b) for your records stating a 30-day notice with advance notice is required to resign from the Club. I also included your resignation notice to the Club which states in two places the resignation policy we have in place (which you were also notified of at the time of your resignation via email). This agreement was signed by both you and your husband at the time of submission and confirmed via email from the ********************* on 12/27/23. Following up this confirmation email, you also asked for your original membership agreement that also states the same language presented in the Bylaws and resignation agreement. 

  Customer response

  09/17/2024

   
  Complaint: 22217707
  
  I am rejecting this response because I do not feel that the business has put in any attempt to reach a resolution. They do not have the right to charge me for an entire month of membership fees for myself and my husband given that we did not use the club after I gave  notice that we were terminating membership, I had tried for a week to get into contact with someone to terminate, and you are trying to charge me for the entire month of January. If anything, the club should have prorated membership dues while there was such limited access to amenities. (Which I did voice concern over many times with staff and never received responses). There were times when there wasnt even access to the locker rooms to change, no shower access and no pool access, no air conditioning in the middle of the hottest part of the yearthe list goes on. 
  
  Additionally, I tried with multiple phone calls and emails to contact the club to terminate our membership but was not responded to for over a week. 
  
  The business did not offer any sort of solution. I feel this is unfair and unjust treatment of the public. I would like to not be egregiously charged for the 30 days that we did not use the club as a solution
  
  Sincerely,
  ******* *******

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