24 Hour Fitness Complaint - Costco prepaid 24 hour fitness membership
CARLSBAD, CALIFORNIA -- I purchased (2) 24 hour fitness membership in April 2009 for my husband and I from Costco. At the time we were stationed at Ft. Lewis, WA and planned to retire and stay in the immediate area. In August, I was offered a job and it required me to move to Indiana. I immediately contacted 24 hour fitness customer service to inquire about a club in Indiana. They told me they did not have any clubs in the entire state and I could cancel my membership when I would no longer be able to use it. I told them to go ahead and cancel it and provide me with a letter or cancelled contract. 24 hour fitness told me to fax proof of my move to Indiana and they would issue me a refund. I called them the following day and they told me they received my fax and it would take about 7 days to process my requests. Next I asked about refunding the remaining months of my prepaid membership, and that's when the trouble begins. 24 hour fitness told me to contact Costco, because I purchased the memberships from Costco. Costco told me they could not issue me a refund because I had redeemed the 2 year membership certificates, and they told me 24 hour fitness would have to issue the refund. I went back and forth with 24 hour fitness and Costco for more than 2 weeks, until Costco told me to send them a copy of my husband and I membership cards and to have 24 hour fitness fax them a copy of my cancelled membership contracts. I contacted 24 hour fitness and I was told they would fax it by the end of the day. It did not happen and I have talked with 24 hour fitness 6+ times and I have talked with customer service reps, supervisors and individuals who claim to be managers and they have all told me lies to get me off of the phone. I spoke with a manager on the 23rd of September and I he told me he would ensure Costco received the fax no later than the 30th of September. On 30 September, Costco customer service sent me an email and told me they had not received anything from 24 hour fitness as of 6:12 pm. I called 24 hour fitness on 2 October and I spoke with a customer service representative who told me, they never received my proof of my move to Indiana and my membership had been reactivated back in August. I asked to speak with a manager immediately. After waiting over 25 minutes, a manager informed me, she would cancel my membership and it would take up to 30 days to receive confirmation. I can’t believe a Costco who do any type of business with such a _______ company. FRUSTRATED and don’t know where to go next!!!
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