I am writing on behalf of my friend Stephanie Garcia, who enrolled at Spa Lady a year ago. She signed a 3 year contract. She was not aware of the personal training closure which would make it difficult for her to cancel her contract later. She was living in Edmonton as a temporary resident due to her husband's work visa. They received a letter from immigration that stated they had to leave Canada and re-apply for their work permit from their home country. She asked me to help her call to see if she could cancel her membership, we called international fitness holdings and we were made aware that the cancellation fee was $150.00 which she did not have a problem with; but then the lady mentioned that Stephanie had also signed a personal trainer contract and that in order to cancel that it would be an additional $500.00. Stephanie explained to me that when she signed up at spa lady she never knew about any additional personal trainer, in fact Stephanie barely speaks English -hence why she has asked me to write to you regarding this situation- The lady on the phone, believe her name was Carrie? suggested we contact the manager of the gym where Stephanie signed up and explain to her the situation to see if she could waive the fees because the personal trainer fee had nothing to do with International Fitness Holdings. I called the Heritage location and asked to speak to the manager, I explained to her Stephanie's situation and even asked if instead of cancelling we could put the payments on hold until she comes back because she only had to leave for a month or two. The manager became very rude and actually hung up the phone on me. This is no way to treat clients, especially when it is a manager acting this way. I went over to the Heritage branch in person and got her name, Jenneke DelCol. I suggest this lady takes more customer service training because she definitely did not deal with this issue in a professional manner. Stephanie cannot speak English, she does not hold a job in Canada and has been attending English lessons. We can provide proof of her English level from her English instructors. The contract she signed was vitiated consent and she was not fully aware of what she was signing. STAY AWAY FROM THEM!!!
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