ComplaintsforIsland Health and Fitness
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Complaint Details
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Initial Complaint
08/02/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I purchased a gym membership from Island on July 14th, for the rest of that month. On August 2nd, Island Health and Fitness auto-charged me $39 for all of August. However, I never signed up for auto-charge, and only asked for one month of membership. When I asked for a refund, they realized the person who signed me up made a mistake of not filling out a cancellation form. After the people helping me talked to some higher ups, they said they couldn't issue me a refund, because there was "no indication I only wanted a month". However, I explicitly told the person signing up this information, and more importantly, I NEVER agreed or signed up to being auto-charged, or my card being put on file.Business response
10/07/2022
The member signed up for a monthly membership on July 12, 2022.
The signed membership agreement indicates it is for 1-2 months.
At the time of enrollment, the member was charged the enrollment fee and the prorated dues for the rest of July.
The member was subsequently billed for the month of August although the billing initially declined.
The member signed termination paperwork on August 2nd to be effective August 31, 2022 in accordance with the termination policy.
The payment for the final month of dues was successfully processed on August 30, 2022.
The member reached out via email to the billing department on September 2, 2022.
The member indicated they had signed up for membership and cancelled the account on August 2nd
The member claimed they had been billed on August 30th for the month of September when the membership should have been cancelled for September.
They requested the charge be removed and refunded.
The billing department informed the member the charge was not for September but was for the August dues along with a late fee because the payment had declined for their final month of dues.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.