Taylor,*I hope this email finds you well as I have received your request to cancel. I...

GetHuman-rosnovta's customer service issue with Boston Sports Clubs (BSC) from May 2019

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The issue in GetHuman-rosnovta's own words
Taylor,*I hope this email finds you well as I have received your request to cancel. I see that you are moving and in a year commitment that is subject to the early term fee of $**.**. Would you happen to have a proof of move that you could furnish stating that you are moving ** miles away from any of our clubs so we could waive that fee and place your ** day notice of cancellation on your account for you?I hope to hear back from you soon so I can further assist you.*Phil*-----------------------------*Hey Phil,*Thank you for reaching out-*I have loved the club and participated in personal training sessions with Anna.*See Below for new address:*** A- Walnut Ave*Norwood, MA (*****)*It's around ** miles away but I'm hoping you can waive the cancellation fee due to having * memberships and was enrolled in a personal training program with Anna for multiple months. *----------------------------------------*Taylor,*Unfortunately as much as we appreciate your business and dedication to training we can not waive that fee without the correct documentation. If I put the cancellation in for you today you will have until the end of the month to use the club.*Would you like me to go ahead and process the cancellation?*Phil*---------------------*Sorry what documentation do you need? *------------------*Taylor,*We need a document that proves you are moving ** miles away from any of our clubs. If it is ** miles away from this club it will not be approved by our corporate office because we have multiple locations in the area.*Phil*---------------------------*Okay when will this be finalized and the fee taken? *-----------------------------------*Taylor,** **I could do it now or more towards the end of the month because the early term fee is an end of month cancel anyways.*Up to you when you would like to do it, I just want to make sure I assist you in closing it out before you move.*Phil*----------------------------------*I would like it to be done on the **th of this month. What is the total I will be charged? *------------------------------*Taylor,*$**.** plus what ever is owed on your PTM membership.*Strong is Happy!*Philip Reddy Jr. l General Manager*--------------------------*Okay , there shouldn’t be anything owed in the personal training membership *-------------------*Nathan,*Can you please help Taylor in what additional she might owe on her PTM membership?*Thank you!*Strong is Happy!*Philip Reddy Jr. l General Manager*------------------------------------*I have not heard from anyone in * days*--------------------------*Hi Taylor,*Your cancellation was entered for your personal training program and you are set to be cancelled on the *th of the month. Personal training programs must be active in order to be cancelled, so on the **th of the month you will be billed for only * sessions as a prorated amount. I have already informed Anna that you are cancelling out and will have available sessions as of the **th. If you care to coordinate your final training sessions with Anna between the **th and the *th you will receive no further charges for your training after the **th.*Thank you,*Nathan Goldrick - Fitness Manager*-------------------------------------*Good Morning Nathan, *Can you inform me why I was charged a monthly fee today since I cancelled last month and paid my cancellation fee?*--------------------------------*Hi Taylor,*That is the membership rate for:*Kostopolus, Nik*ID : **********It is unclear in the system what relation this person is to you, but the cancellation for your specific membership request has been processed.*Thank you,*Nathan Goldrick - Fitness Manager*---------------------*Nathan- *I requested for my account to be cancelled completely which involves Nik Kostopulos. *Please refund this monthly charge for the gym membership. *I should have no fees or memberships for your gym since I cancelled it and paid the cancellation fee. *-----------------------------------*Taylor,*I wanted to reach out as there was no conversation of cancelling Nik's membership at all during our conversations or emails. Even though his membership is billed from the same credit card he or you would have had to request to cancel his account as it is a separate membership all together. He also has different cancellation terms to his agreement as he was an add-on and a Month to Month member of which requires a ** day notice of cancellation with a $**.** processing fee. *At this point I am willing to waive his future payments fulfilling his ** day notice of cancellation, however I would still need to process the $**.** cancellation fee to close out his membership properly in our system. Please let me know when I am able to charge the card on file the $**.** so I can square away the rest of his balance on our end.*Phil*-----------------------------*Hi Phill, **Thank you for reaching out to me however I disagree with your resolution's. I requested my account which includes Nik to be completely cancelled, and since I moved ** miles away vs the ** miles I had to pay a $**.** cancellation fee. If you would of stated or even mentioned that you needed another confirmation of wanting to cancel a sub subscription which I added onto my account and pay for all on one credit card, I would of clarified this. Since there was no communication of that, I believe this is an error on your end and now is a customer service issue. **I am a sales manager at a large corporation as well as a store assistant manager and I know what fee's are allowed to waived under customer service issues and the $**.** cancellation fee after paying a $**.** fee is ridiculous. **I would like this fee to be waived as now this is becoming a larger issue and starting to feel predatory. *If you do not feel like this is something you are willing to do, I would like to have the contact of someone in corporate.*---------------------------*Good Morning BSC,*I haven't received any emails or calls regarding this matter and its been ** days since I requested a full refund of the charge for Nik Kostopulos's month of gym services as well as the additional $**.** you requested me to pay for another cancellation fee on top of the $** I already paid for moving ** miles instead of ** away from this location. **I also requested you to provide a corporate customer service contact if you felt you were not authorized to process those refunds. I have to say, the customer service for this company or just your location is appalling and the very reason why gyms get such a terrible and predatory reputation. Out of the * people on this email (besides Anna who is my personal trainer for BSC) who work for this company, none of you are willing to step up and handle this customer service situation appropriately considering no one has even had the decently to reply back to me. **If I do not hear from anyone by end of day tomorrow due to the understanding that most people who can handle this issue doesn't work over the weekends like I do, with a full refund of the monthly charge I incorrectly was charged for an apology for the poor client service your business has provided me, I will be pursuing finding someone in corporate to address this. **As I said in my last email, I work for a large corporate company as an assistant store manager and manager of sales for a store who produces * million a year so I ***% know how to treat customers, handle customer service issues and correct billing grievances. I am not aggregated to the point where I am now "that" person who will absolutely be pushing this to be handled swiftly. This situation could of been handled so easily and come out of it with a positive experience where I could of signed up for another location closer to my home. **I am utterly disappointed by your customer service. *---------------------**These are the email exchanges I have had since April *th. And still no resolution. I have now twice had to reach out for responses for resolutions as well.

GetHuman-rosnovta did not yet indicate what Boston Sports Clubs (BSC) should do to make this right.

How GetHuman-rosnovta fixed the problem
I emailed a lawyer who has an on going case for people like me. **David E. Gottlieb*Partner*WIGDOR LLP*** Fifth Avenue, New York, NY ***** *T: (***) ***-**** * F: (***) ***-**********@***.com*www.wigdorlaw.com
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Boston Sports Clubs (BSC)

Customer service issue
Reported by GetHuman-rosnovta
May 19th, 2019 - 4 years ago
GetHuman-rosnovta shared how to fix
Seen by 50 customers so far
Similar issue to 31 others
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GetHuman-rosnovta started working on this issue
May 19th, 2019 2:20pm
GetHuman-rosnovta indicated the issue is not fixed yet.
May 19th, 2019 2:23pm
GetHuman-rosnovta indicated the issue is not fixed yet.
May 19th, 2019 2:24pm
GetHuman-rosnovta confirmed the issue is fixed. Hooray!
May 19th, 2019 6:27pm

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