am very sorry to hear that you had such a bad experience. We did have a major staffing change in the beginning of the year that did not work out well and resulted in some of my key staff not representing me and my business the way I wanted it to be. With over 40 employees, I cannot see or hear all that happens, but will take responsibility for it.I recently (June) brought in an entirely new membership staff that focusses on customer service. We do allow members to freeze (you specify the length of time), and yes when the freeze expires your account will bill again. As far as pricing goes, you must remember, we are all inclusive. All group classes, yoga, pilates, towels, coffee, etc are included in your dues. Our monthly rates start at $36 and can all be cancelled with 30 days, or 1 billing cycle, notice. It sounds to me like you signed a freeze form instead of a cancel. If your intention was to cancel, then that was our fault. However, we do give you a copy of the form you sign, so a quick trip back would have rectified that. You must cancel in person so that you actually get a copy of the form just in case a problem arises. Mistakes can happen and that form is your safeguard. As far as the maint. fee goes, yes it does bill even if you are frozen. Freezing is our way of allowing you to suspend your dues draft and not have to re-enroll to start up again, but you still have a membership. The main fee is an annaul fee that guarentees your rate will not go up as well as give you input via the survey we email to you regarding re-investment into the gym. In 2010, I put over $100,000 of improvements in 20 new treadmills, new stepmills, a new cardio theater room, and new spinning room into the club. So, to be fair, I reinvest more into my club than any of my competitors. You were not locked into any contract for a set period of time. All other clubs in the area will lock you in for 1 or 2 years. We do have rules that are not always convenient but are for your best interest. I am licensed and bonded by the NJ Div of Consumer Affairs and take that seriously. Please feel free to email me and I will be glad to pull out all your paperwork and rectify anything that was not handled properly.
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