FREQUENTLY ASKED QUESTIONS



BILLING FAQ'S

Confused or have questions about your City Fitness bill? No worries. Here are answers to many frequently asked questions we get. Prefer to talk to a real-live human being? Absolutely! Just visit your facility and ask for helpor contact the City Fitness Billing Department at your home club.

Q: HOW DOES THE CITY FITNESS PROCESS BILLING?

A: City Fitness uses a third party billing company named ABC Financial. Your membership dues and Club Account charges are billed electronically each month to the credit card or bank account you provided. Your monthly charges will appear as ABC Financial Services on your statement.

Q: WHAT AM I BEING BILLED FOR?

A: Your bill includes your membership dues, along with any miscellaneous items you (or anyone else on your membership) have charged to your Club Account since the last billing date. This could include programs, personal training, pro-shop merchandise, and juice bar chargesmuch like incidentals at a hotel. Other charges could include your annual facility fee or any late fees if for some reason your billing cannot go through. We DO NOT want you to pay late or decline fees! There are many reasons why your credit card can be declined or a charge wont go through (lost or stolen card, expired card, new card not updated on file, credit card denying a recurring charge to ensure it is legitimate, etc.). To avoid these issues and possible charges, we highly recommend you to use your checking or savings account and set up as an EFT transaction to help avoid any unnecessary late or decline fee charges.

Q: HOW DOES THE BILLING WORK FOR PERSONAL TRAINING?

A: City Fitness does biweekly billing for personal training. Payments are automatically drafted every other Thursday. You can pay with any major credit card or with your checking/savings account. PLEASE NOTE: Your personal training billing is different than your membership billing.

Q: WHATS CONSIDERED A MEMBERSHIP CHANGE?

A: Membership changes include freezing your account, adding or removing a member, changing billing information, transferring to another club, or any other administrative change.

Q: HOW DO I SUBMIT A MEMBERSHIP CHANGE?

A: You dont want just anyone making changes to your account. And neither do we. Thats why all membership changes should be submitted in person at any City Fitness location with our Member Concierge Services or a Membership Representative. To make sure we and you have the proper paper trail, we require a change of account form to be filled out and signed.

Q: HOW DO I UPDATE MY BILLING INFO OR PAY ONLINE?

A: You can also update your billing information and/or make a payment on our City Fitness App or on our Website. To update your billing information and/or make a payment on our City Fitness App, go to My Account. You can also go to our Website and click on Members Login to Manage your account.

Q: WHAT IS A MEMBERSHIP FREEZE?

A: Everybody needs a break sometimes or an unexpected event can happenand were happy to assist. When youre unable to use the club for an extended period of time, you may freeze your membership. All freeze requests must be submitted in writing and require at least 30-days notice for processing. For non-medical freezes (say, due to extended travel or family obligations) you will be charged an Inactive Fee of $5 per month. The minimum duration for non-medical freezes is 1 month and the maximum duration is 12 months. After 12 months your account will be unfrozen and reinstated at full membership billing automatically or you can apply for a freeze extension by talking with our Member Concierge Services or with a Membership Representative before your account is unfrozen. A proper change or account form must be completed and signed. For medical reasons, you may freeze your membership at no charge with a required physicians note. (Without a doctors note, you will be charged the standard freeze fees, which can be reimbursed once proper documentation is provided.) A medical freeze starts the day we receive your request and runs for the time frame stated by your doctor. Medical freezes are not retroactive, so please let us know at your earliest convenience when you need to hold your account. The minimum duration for a medical freeze is one month and the maximum duration for a medical freeze is 6 months.

Q: HOW DO I FREEZE MY PERSONAL TRAINING MEMBERSHIP?
A: To freeze your personal training membership you need to fill out a "freeze request form" with the Personal Training Director. You must be outside of your agreement term to freeze unless you provide a Doctor's note. You can freeze due to medical reasons or for an extended leave. An extended leave must be approved by the Director of Personal Training. The max freeze term is 3 months and City Fitness requires 30 days in notice to freeze an agreement. Freezing your personal training agreement does not freeze your gym membership.

Q: HOW DO I CANCEL MY MEMBERSHIP?

A: Any request to cancel a membership must be submitted in writing with at least 30 days of your billing date to avoid being charged at your next billing date. For example, if youd like to cancel by June 1st, please submit your cancellation request no later than May 1st. There are three ways of submitting a cancel request. The two ways are 1) In person at the club by filling out a City Fitness Cancellation Form or; 2) by certified mail. The letter must include: Members Name, address, phone number and reason for cancelling. Cancellation fees (if applicable) and/or any outstanding balances will be collected at the time the paperwork is signed or your certified letter is received. We are not trying to be difficult, but verbal miscommunications can happen and we want to avoid this by offering three formal/written ways to cancel your membership which will ultimately protect us and you. PLEASE NOTE: Canceling your gym membership DOES NOT cancel your Personal Training agreement if you have one. You must cancel with the Personal Training Director.

Q: HOW DO I CANCEL MY PERSONAL TRAINING MEMBERSHIP?

A: To cancel your personal training membership you need to fill out a "cancellation request form" with the. You must be outside of our agreement term to cancel and City Fitness requires 30 days in notice. This may result in one more payment. Canceling your personal training agreement does not cancel your gym membership

Q: CAN I CANCEL MY MEMBERSHIP OR PERSONAL TRAINING MEMBERSHIP IF I STILL HAVE A BALANCE DUE?

A: No, only accounts in good standing can be cancelled.

Q: WILL I BE CHARGED A CANCELLATION FEE?

A: If you have satisfied your term (three month or one year) obligation, there is no fee to cancel on the date that your membership expires. (Please remember that a 30 day notice is required for any cancellation). If youre still within your term agreement, dont worry. Youre not locked in as you might be at other clubs. Simply give us a 30 day notice and pay a $100 resignation fee if you are within the first 6 months of your agreement or a $50 resignation fee if you are in your second six months of your agreement. If you are in a month to month agreement or your term agreement automatically renewed to a month to month agreement you can cancel at any time. Simply give us a 30 day notice and there will be NO cancel fee. PLEASE NOTE: neither non-use of the facility nor changes in your billing information constitute a cancellation. All cancellation requests must be in writing and will not be accepted over the phone or by email. (Thanks for understanding!)

Q: CAN CITY FITNESS PROVIDE RECEIPTS FOR REIMBURSEMENT PURPOSES?

A: Sure! To print your own statement, you can go to the City Fitness App and click My Account or go to the Login section on our website. After you sign in, follow the prompts to Billing where you can print your account history. Or stop in to your City Fitness to request a statement. We will be more than happy to help! Q: WHO CAN I CONTACT IF I HAVE A BILLING QUESTION? A: You can either contact ABC Financial billing services @ 888-827-9262 or you can contact your City Fitness location for whatever you need.