Fitness center grants refund

By NANCY PARADIS

© St. Petersburg Times, published July 23, 2000

I joined Lifestyle Family Fitness Center on May 11. At the time, I received a four-week "comfort guarantee." I was interested in the gym's reciprocal policy since I'm occasionally out of town and was told it had a vast network of clubs.

During my fourth week, I had to go to Houston. I told Lifestyle, and it gave me an address and phone number of a club in Houston. It also gave me blank comfort guarantee sheets to have signed. On June 8, I notified Lifestyle that I was leaving and wanted my money back. The manager, Craig, told me that although I qualified in the first three weeks with five to six visits each week, in Week Four I had come in only two times. I informed him about the two visits to the club in Houston. At this time, he contradicted what his staff had told me and refused to refund my money. I have spoken to Tina several times. She referred me to Mark who referred me back to Craig. None of the three has returned my phone calls. Gerry Hayes

Response: Mark Schillig, member service center manager for Lifestyle Family Fitness in Tampa, said the four-week comfort guarantee to which you refer is an offer that is made to new members. To qualify for this guarantee, the new member must use Lifestyle's facility three times a week for the next four consecutive weeks. Two of the visits during the first week must be with a trainer or include utilization of the "express workout." The comfort guarantee sheets to which you referred are available on a pad at the front desk for anyone to take, he said.

Schillig said these requirements are to ensure that a new member is getting the maximum benefit from his or her use of the club and is giving Lifestyle a fair trial. While the visits have to be at Lifestyle, he said he understands that you were in a situation beyond your control that meant you couldn't go to the center you joined to complete your final week. He said he believes, however, that you satisfied the intent of the guarantee, and that had you been in the area, you would have continued to use the Lifestyle facility as you had during the first three weeks. Lifestyle will therefore honor your request for cancellation and refund.

Humana notes payment

In February, I enrolled in Humana Health Care Plans and paid $38 for two months ($19 per month). In March, I paid $57 for April through June. Humana keeps billing me for January. I don't want to lose my benefits, so I paid the $19 but feel I should not have to. I sent Humana a letter and also called, but I got nowhere. I can't even get a person, because "all the lines are busy due to high volume." The lines are busy because everyone is holding! After 20 to 45 minutes, the call is automatically disconnected.

All I want is to have this rectified, and my $19 refunded or applied toward my next month's billing. I'm on a fixed income, and $19 is $19. James Taylor

Response: Shawn Gannon, a specialist in Humana's grievance and appeals department in Tampa, said that after a careful review, your account has been credited $19. This will be applied toward your next month's premium billing. Humana regrets the delay and apologizes for any inconvenience.

Failed order rectified

On March 16, I placed an order with Haband for a jacket, two skirts and two pairs of shoes. My check for $71.60 was cashed and deposited by Haband, but I have not received any part of this order, or any information pertaining to it. I wrote to the company on April 27 and June 1. On May 20, I did get a postcard saying that one pair of shoes was backordered, but to date I have still received nothing.

I have been ordering from Haband for many years and never had a problem with delivery before. At this point, I am completely disgusted and angry at the lack of delivery or response and would like a refund. Mrs. Ann Lusick

Response: Irene Faber, customer service representative with Haband in Oakland, N.J., apologized for the delay and inconvenience. Your order was shipped on April 7, and until contacted by Action, she said the company did not know that you had not received it. Instructions have been given to issue a refund of $71.60, and you should receive it soon.

We do not know what address you sent your two letters to, but for many mail-order companies, the customer service address differs from the shipping address. Letters addressed to the latter often go missing.

Reader seeks manual

I bought a secondhand sewing machine from a pawn shop several years ago. At the time I bought it, I didn't think I'd be using it much. I am not a seamstress, but I get a lot of pleasure using it from time to time. I went back to the pawn shop to see whether I could get the instruction manual, but the woman there didn't remember who had brought it in. I also called Montgomery Ward, since the back of the machine states that's who manufactured it, but I had no luck there. Anything you can do to help me get a booklet will be appreciated. Marsha Savory

Response: If you are unable to obtain the manual from Montgomery Ward, we suggest you contact the Reader Exchange column which runs Saturdays in the Home & Garden section.

If you have a question for Action, or your attempts to resolve a consumer complaint have failed, write: Times Action, P.O. Box 1121, St. Petersburg, FL 33731, or call your Action number, 893-8171, or, outside of Pinellas, (800) 333-7505, ext. 8171, to leave a recorded request for Action. Names will not be omitted except in unusual circumstances. Letters may be edited for length and clarity.

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