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Businiess name:
Koko FitClub
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Review by:
Jenny D.
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Review content:
Koko is a good concept, however, the customer service is awful. Beware that when you think you are signing up for a year long membership, you are actually signing up for a lifetime membership that renews every year. If you do not complete a form 30 days before your membership renews, you will continue to be charged your monthly fee and you will be assessed a cancellation fee of at least $350. When I joined the club, the owner told me that the contract was for a year and that if I got pregnant (I told her that my husband and I might start trying in the next year), that I could suspend my membership. Well, that is exactly what happened. I had a very complicated pregnancy from 7 weeks pregnant until I delivered. After I had the baby in June, I noticed that Koko had charged my credit card for more than 12 months in the process and called immediately to find out why it had continued charging. I was told to come in and fill out a non renewal form and they would stop charging my card. So, after trying to go to the Addison location three times (it seems it is not staffed), I went to the Plano location today and filled out the form. Two hours later I get a phone call that I have to pay a cancellation fee because my membership renewed itself in February. I explained everything to the Koko employee and he told me that there is nothing they can do, that it is a corporate stipulation. So, I asked for corporate's phone number. Of course, he didn't have it and said he would call me back with the number. Well, he didn't call back, Jarrett did. Jarrett is the "district manager" now (was a teenager working the front desk when I signed up) and basically told me he hears sob stories all the time and people pay much more than me to cancel their membership. I was truly offended because I am pretty sure people don't get pregnant and have complications resulting in lots of medication and bed rest all the time! I explained the situation to him and he should have remembered all of it since he signed me up, after Jenae (the owner) reassure
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