I had been a loyal member of Range USA since before the company even changed its name. I was a…read moremember in good standing, with my credit card on file and automatically charged each month for my membership.
When I learned that I needed surgery, I went to the range and specifically told the employees at the front desk that I needed to cancel my membership because I would be unable to walk properly--or visit the range--for at least three to four months while recovering. I also sent an email to Range USA Corporate explaining that I was having surgery, would be out for an extended period, and wanted my membership canceled.
Three months later, after recovering enough to get around again, I returned to the range with a very important client who had been looking forward to going shooting with me.
Imagine my embarrassment when, standing there with my client, I was informed that I had been "red flagged" and was barred from ALL Range USA locations.
I was stunned.
I asked what "red flagged" meant and what I had possibly done to warrant being banned. No one at the range could--or would--give me an explanation. I was simply told to contact Range USA Corporate.
So I did.
After FIVE emails asking what I had done to deserve being suspended, I finally received a response stating that I had too many "chargebacks."
Chargebacks? I didn't even know what they were referring to.
There is an important part of this story that apparently no one at Range USA bothered to investigate. While I was at home recovering from surgery, someone obtained my credit card information and began making fraudulent charges. My credit card company contacted me about the suspicious activity and immediately canceled the card. Of course they did--that is exactly what any responsible credit card company should do when fraud is suspected.
Apparently, however, Range USA continued attempting to charge that canceled card.
When those charges didn't go through, instead of contacting a longtime customer and simply saying, "Fred, we're having a problem processing your card. Can you please provide us with updated payment information?" Range USA apparently decided that banning me from every one of its locations was the appropriate response.
When I contacted my credit card company and asked about the "chargebacks" Range USA claimed were the problem, they could not explain what Range USA was referring to. I returned to the range hoping someone could help me resolve the situation, but once again I was told that I had to deal with Corporate.
My subsequent communications with Corporate were short, abrupt, and offered virtually no meaningful explanation or opportunity to resolve what appears to be a simple misunderstanding. The message I ultimately received was essentially that the decision was final and that I was banned for life.
I am still shocked by the way this was handled.
I had been a good and loyal customer for more than a year. I had never caused a problem at the range and had never been told of any issue with my membership or conduct. I canceled my membership because I was undergoing surgery--not because of any dispute with Range USA. Then, while I was recovering, my credit card was compromised and canceled for legitimate security reasons.
If Range USA believed money was owed, why didn't someone simply contact me?
A phone call or email saying, "We attempted to process your card and it was declined; please contact us with updated payment information," could have resolved this entire situation in minutes.
Instead, a longtime customer was apparently labeled, embarrassed in front of a client, barred from every Range USA location, and given little opportunity to explain what actually happened.
I am extremely disappointed in the way Range USA handled this matter. More than anything, I am disappointed that no one seemed willing to listen, investigate the circumstances, or give a loyal customer the courtesy of a reasonable explanation.
I sincerely hope I am the only customer who has experienced something like this. A company should certainly protect itself from legitimate payment disputes, but it should also make a reasonable effort to distinguish between someone intentionally refusing to pay and a longtime customer whose credit card was canceled because it had been compromised.
Those are two very different situations, and customers deserve to be treated accordingly.
Fred Pfeifer
847-452-9075
fredp@manfredgroup.com
