Complaint Review: California Family Fitness

In June 2008, our family vehicle was dented by the door of the garbage dumpster in the parking lot of the Califronia Family Fitness in Natomas which they had left open so that the wind blew the heavy metal door into the side of our car.

We came back from swimming and found it that way. I immediately went inside and asked to speak with a manager. XXXX, an employee of the facility, came outside to the vehicle. We showed her how we found the door lodged against our van, and she inspected the damage and took down our information. We have pictures of her looking at our van, and of the garbage enclosure and the damage to our vehicle. She indicated she would report this to California Family Fitness and someone would contact us about fixing it.

A few days later, I spoke with a manager at California Family Fitness and was told that the matter had been referred to their insurance company and that we would be contacted after video surveillance tapes were reviewed.

We were never contacted. A week or two later, I stopped by and spoke with a manager. I gave them a copy of the estimate from a body shop for repairing our van, and were told we would be contacted by the insurance rep in 3 to 4 weeks.

We were never contacted.

On July 15, 2008, my wife sent a certified letter to the manager of the California Family Fitness atating we expected them to pay for the repair of the damage they caused (through their insurance agency) and to please either lock the trash enclosure or block off the parking space next to it so others wouldn't be harmed (what if it hit a person?).

We still received no response.

On 19th of August, 2008, my wife went in and spoke to the manager. Finally, he gave us the insurance claim number (which had already been generated, even though they never sent us any paperwork or otherwise did anything to resolve this matter) and the name of the agent for the insurance company.

We then finally got to speak to the insurance agent. He indicated he had not discussed the matter with XXX, the employee who initially took down our information, and he never took a statement from us. He stated he reviewed the footage, and nothing like what we asserted had ever happened. (How is it I have photos of their employee inspecting this damage and the position of the car relative to their enclosure door, and he says he never saw any of this?) He further stated he would not authorize our claim because he had taken an SUV and parked it in that spot and there was "no way" the door could have hit the side of my van "it would have hit the bumper". He implied I was lying (which was frankly offensive, given that he hadn't bothered to discuss the matter with the employee who could verify it happened not to mention I've got pictures of exactly what he says is impossible).

He then stated that furthermore, he wouldn't authorize our claim because as members of the gym we are required to waive all our rights and cannot expect the gym to pay for any damages they cause no matter what.

None of the numerous interactions we had with CFF indicated that they planned to claim this obvious gross negligence was covered by the gym agreement. They only indicated they wanted to review security footage to make sure we weren't trying to defraud them (fine; we have nothing to hide). Then when they didn't respond and we sent them a letter asking them to please resolve the situation, they remained silent (even though apparently they already had a claims number generated with the insurance company).

If they wanted to assert that they can do whatever they want and we can't hold them responsible, why didn't they assert this two and a half months ago? Moreover, if they really think they can do whatever they want, why bother to make a "dry run" with an SUV? (or at least claim they did and then imply we were lying). I feel like they've been serially lying for the last two and a half months with their delay tactics. If they really thought this was so ethical, why not come out and say this was their intention at the beginning? (Doubtless to milk more dues money out of us.)

This is frankly abusive behavior.

Meanwhile, the parking spot next to the trash enclosure is not blocked off or labeled as being hazardous (and still is not). The heavy trash enclosure doors are still not locked or padded in any way.

These people claim they can do ANYTHING to you, and you have no recourse. Does anybody believe this? So they could film you in the dressing room naked and post it on the internet, and you would have no recourse? They could hand your kid out of their kid care area over to a stranger and you would have no recourse? They could pour acid in the swimming pool and you would have no recourse? Think about it. Does anybody think this is good?

Needless to say, we're canceling our membership right now and if they'd told us back in June they planned on ripping us off, I would have canceled it then. I don't have anything good to say about this organization. This whole experience has just been appalling. Don't join CFF. You will likely regret it.

Anonymous
Sacramento, California
U.S.A.