
Christine of Redwood City, CA on March 8, 2012
Satisfaction Rating2/5
I spoke with their office on 2/27/12 and informed them that I left a message on 2/26/12, less than 24 hours after signing up on 2/25/12, that I wished to cancel. I did not get a call back so I called again on 2/28/12 and was told that they would send the information to the accounting department and that they would be giving me a call. When no one called back, again, I called and got the email for customer support and sent an email to cancel on 2/28/12. Three days later, when no one still returned my call, I called and Holly at Events and Adventures replied that the person was on vacation and would be processing my request upon return. Never once during three calls canceling the membership did anyone from their staff inform me that it needed to be in writing and further that it needs to be sent certified mail as I learned from Troy's call today. Today, 3/7/12, I received a call from the sales representative Troy, stating that my account would not be credited since I had not sent the cancellation in writing via certified mail. Their agreement makes no mention of requiring it via certified mail, FYI. It only offers to send it to their office or send via telegraph. I'm not sure who you think in this day and age would send a telegraph, however. I will reasonably assume that email should more than cover this aspect of communication to cancel per California law.
I offered to fax the information on 2/27/12 and was told there was no fax number. In addition, I sent an email via the customer service contact link on the website to address this issue and cancel the contract on 2/28/12, which is within the 72-hour period. Since the office is closed on Sunday, I diligently followed up to ensure that the notice was communicated to their office upon the opening on Monday morning. I have the phone records of the calls as well as email communication from Holly stating that they received the information. Again, she made no mention of needing the notice in writing. In fact throughout the process, I have communicated with them via email and phone calls so I feel that I am in full compliance in this regards as I did cancel in writing and in fact they acknowledged that they received the cancellation notice. When I met with Troy, he showed me a sample of the types of activities and said that it was representative of upcoming events in the area. I explained that my location on the peninsula was in between the San Jose location and the San Francisco location and specifically asked if there were activities in the area near Redwood City and he said yes, there's a lot over 300 per month. I have printed the calendar of events and can verify there are no 300 events nor are any in the area as I was told. In fact at this time there are only 4 events on the calendar for the upcoming month!
I was not able to view the actual events until I signed up, and upon returning from signing up, I found that in fact there are no scheduled events in this area. The events that are listed are at least 45-90 minutes away or more given the times and Bay Area traffic. I then determined that this was not a good fit, so that is the reason for my cancellation. This is a poor sales tactic to say the least and very misleading for a consumer. I certainly hope that they train their employees in handling cancellations as well as train their sales personnel to actually attempt to see if there are actual events that would meet a prospective member's needs. In fact, why would you want to engage customers who would be unable to attend events based on location? When the salesperson called today, instead of customer service, he was rude and unprofessional and argumentative and insisted that it needed to be certified mail only, which is not part of the policy regarding cancellation nor is it noted in the membership agreement. This is obviously an attempt to be paid his commission on the sale and I do not appreciate being lied to or bullied, which is how he came across. I'm sure that this is not the experience that they would want their prospective clients and members to have. I also have a witness who overheard the call on speaker on my car phone and was appalled at his demeanor. I further want to mention that this woman is someone who was interested in this club and lives in San Francisco so she might be able to attend events easily.
On Sunday morning after leaving the message to cancel, I contacted Bank of America, to stop the charge and they told me it was in process so they could not stop it. I have a reference number of the call and have contacted them for assistance with the refund process through their consumer fraud division. They will be calling Events and Adventures to discuss. In addition, I have filed a complaint with the Better Business Bureau regarding this company's practices as it relates to misrepresentation. I hope that they will do the right thing with regards to the refund. However, I am fully prepared to file in small claims court based on ample documentation of my numerous attempts to cancel the membership within 72 hours.