Tuesday, February 15, 2011

Rant

So once upon a time, I joined a gym, it's Lucille Roberts, in case y'all are in PA, NJ, or NY and are familiar with it. Anyway, I've been trying and trying to cancel my membership because of changed residence, but I can't get a utility bill or a bank statement with my address on it.
See, I live in the rain forest, and Costa Rican addresses are a little weird (our current one is 400 meters north of the Catholic church in Vara Blanca). No one - I repeat, NO ONE delivers mail up here. It just doesn't happen. You go to the supermarket to check your light bill and you pay it there because you better believe you will NOT be getting a utility bill at your house. In the city, you will, but up here on the mountain? No way.

So I try to explain this to both "customer service" agents over the phone (while using a VOIP service, because, you know, no phone) and they are just baffled that there could possibly be a place without mail. They're sure I'm lying. Except I'm not, and seriously, do they think the entire world is like NYC? Because it's not.

Right, so now my only option is to pay a $50 cancellation fee which just annoys the crap out of me because if I'd moved three states away instead of six COUNTRIES away, I wouldn't have to pay that crap fine. And I'm not quite ready to give them that money especially because it's money we don't really have anymore.

I told them I'd be sure to let everyone I know know about this (hello, everyone I know). And now I'm asking for advice I guess, because usually I'm really great about dealing with customer service but this woman - whose response to my disappointment with their service was "Well, I have nothing to do with your disappointment. You're the one that moved." - made me SO ANGRY that I don't know how to handle it.

I tried to offer alternate documentation - a CR drivers license, scanned shots of my passport, a letter from my employer - but they weren't taking it. Am I being unreasonable or should I stick to my guns and fight this?

17 comments:

  1. Stick to your guns! Did they give you the option to put your membership on hold until you return to the States or transfer your membership to another person? Also, if you went thru your bank or a credit card, ask your bank or credit card company to help you dispute the charges with golld ol Lucille! I hope that helps! good luck!
    besos,lynn

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  2. I agree, don't give in. What address are you using for your Credit Card/bank? At this point, even if it is your Mom's or another family member's address, that would qualify or see if the credit card company can call them and settle the dispute. I can't believe that they aren't taking the driver's license (as that would be proof of residency). I really hope you don't have to cave.

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  3. That's ridiculous that they won't accept the driver's license. You should try the things mentioned by the other comments, and also see if you can get a different rep on the phone (the agent you spoke to does not sound like a good people person, to put it nicely) or better yet her supervisor. There has to be some way to resolve this.

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  4. @ Charity: That woman WAS the supervisor. Sad, isn't it?

    @ Besos, Lynn and Kay Sue: I was able to talk to my bank (which is amazing, btw) and they helped me to get things going. They have it on record that I am living in Costa Rica, so they said to send in their statement (with my parent's address on it) and that if there are any problems, they'll handle the dispute.

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  5. Wow. Well, good for you for getting your bank involved. I hope that does get things resolved. That's just ridiculous!!!

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  6. Ugh how frustrating, I say fight fight fight! But that's easier said than done! Good luck!

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  7. oh man, to deal with customer service it's a horrible situation, I hope eveything gets resolved Frances. =0,

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  8. I relate. Totally.
    I say fight it. Although I am thinking that maybe you will spend more on the phone....

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  9. tell your bank or your credit card it's an unauthorized transaction and they'll have no option but to stop taking the money.

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  10. Fight! Fight! Fight!
    Stories like this make my blood boil! Can you write the manager/owner/president/ Head guy? I'd direct them to this post, too!

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  11. omg fight it! that is total bullshit. i live in a small town in NM where they don't deliver mail...we all have PO boxes and have to go to the PO to pick up our mail. i can't tell you how many businesses won't ship to a PO box; i'm like, ok, you can lose my business then!

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  12. ahhh fight the good fight! the customer service lady was an asshole! gyms are the worst bally's is just as bad and it took me forever to get rid of them and they still keep emailing me to come back haha fat chance! Just be careful because gym memberships end up on your credit report. I wonder if it might help to call the better business bureau or something like that...

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  13. ahhh fight the good fight! the customer service lady was an asshole! gyms are the worst bally's is just as bad and it took me forever to get rid of them and they still keep emailing me to come back haha fat chance! Just be careful because gym memberships end up on your credit report. I wonder if it might help to call the better business bureau or something like that...

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  14. oh man, to deal with customer service it's a horrible situation, I hope eveything gets resolved Frances. =0,

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  15. Wow. Well, good for you for getting your bank involved. I hope that does get things resolved. That's just ridiculous!!!

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  16. I agree, don't give in. What address are you using for your Credit Card/bank? At this point, even if it is your Mom's or another family member's address, that would qualify or see if the credit card company can call them and settle the dispute. I can't believe that they aren't taking the driver's license (as that would be proof of residency). I really hope you don't have to cave.

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  17. That's ridiculous that they won't accept the driver's license. You should try the things mentioned by the other comments, and also see if you can get a different rep on the phone (the agent you spoke to does not sound like a good people person, to put it nicely) or better yet her supervisor. There has to be some way to resolve this.

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Talk to me.