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Latest Healthtrax News
Dec 30, 2011
Former Member Says Healthtrax Fitness Wouldn't Refund $2,100 December 31, 2011|Kevin Hunt - The Bottom Line, The Bottom Line Buying time with a personal trainer can be a lousy investment with Healthtrax's use-it-or-lose-it policy. Shelley Prague of Enfield paid $2,645 in mid-2010 for 50 sessions at the Enfield Healthtrax fitness center but used only six before stopping for health reasons. Prague, a former court stenographer living on Social Security disability and a pension, says she's still struggling with an undiagnosed illness. "I have severe pain in my stomach every single day," she says. Since then, she says, Healthtrax has denied repeated requests for a refund of $2,100 covering the unused sessions, despite a note from her doctor dated July 28, 2010, indicating her medical conditions would make it "unable for her to participate in gym activities. " Prague, the daughter of state senator Edith Prague, D-Columbia, sought the help of both her mother and the state Department of Consumer Protection. After three months, neither has gotten Shelley Prague's money back. When Shelley Prague called TBL a week ago, almost melancholy, she seemed resigned to losing her investment. "I know Christmas is coming," she said, "so I don't expect too much to happen but I sure could have used that money for gifts. " Healthtrax Fitness & Wellness, a sprawling operation with more than 50,000 members in the state with five locations in Greater Hartford and company headquarters in Glastonbury, says it never received that doctor's notice from Prague. "In talking with the [Enfield] manager," says Debbie Stauble, Healthtrax's director of public relations, "Shelley had said she wanted to keep credit in the center and come back and use it. We said, 'Are you sure you don't want to use them, maybe sell them or give them to a family member? ' " As far as our standpoint in the case, that's how the conversation was left. We never received a doctor's notice saying she could no longer exercise and come into our building again. This is all news to us. " Prague provided TBL with a copy of the doctor's note. That doesn't mean Healthtrax received it, only that it exists. Healthtrax did tell Prague that her refund request was too late, beyond the expiration of the personal-trainer contract. "She purchased them knowing they would expire one year from the purchase date," says Stauble. "Personal training packages aren't like gift cards that you purchase at a flat rate and they never expire. We package them at discounted rates and tell people they're good for a certain duration. " Stauble says Healthtrax only received a separate, handwritten note from Prague that said she couldn't exercise for a month. (Prague says the only note she gave Healthtrax was the July 28 typewritten doctor's memo. ) "She told our staff she was coming back," says Stauble. When she didn't, and both her club membership and personal-trainer contact lapsed, it cost her more than $2,000. But Healthtrax agreed to review Prague's case. "We don't have an ego about this," says Stauble. "We can extend the reimbursement with proper documentation. There are many people who just decide, 'Oh, I don't want to use it. There has to be some personal accountability. " Two days before Christmas, a Healthtrax representative called Prague and said if she produced another doctor's note that amends the July 28 version to include she could not participate in gym activities "at this time or in the future," she'd get her money back. Early this week, Prague delivered that note to Healthtrax. Healthtrax says the check for her refund is on its way. "I'm really grateful," says Prague. >> Send your consumer complaints, tips and feedback to email@example.com . Please include The Bottom Line or TBL in the subject field. Or call 860-241-6455. Follow Kevin Hunt on Twitter (@kebhunt). MORE:
Healthtrax Web Traffic
Healthtrax Frequently Asked Questions (FAQ)
When was Healthtrax founded?
Healthtrax was founded in 1979.
Where is Healthtrax's headquarters?
Healthtrax's headquarters is located at 2345 Main Street, Glastonbury.
What is Healthtrax's latest funding round?
Healthtrax's latest funding round is Seed.
How much did Healthtrax raise?
Healthtrax raised a total of $4M.
Who are the investors of Healthtrax?
Investors of Healthtrax include William Blair & Company, Ironwood Capital, Summer Street Capital Partners and Pine Street Capital Partners.
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