COVID-19 Member FAQ

Dear acac community: 

We know how difficult these last three months have been for us all, as virtually no one has been spared from the impact of this crisis. For those in our community who have experienced loss, we express our sincere condolences.

Many businesses have been severely hurt this spring and unfortunately, our type of business has been one of the hardest hit. We certainly did not think in mid-March that we would not be opening until after Memorial Day. In my long business career, I have never encountered such a difficult and painful situation. To date, acac has not received any relief from the Federal programs designed to help businesses maintain their workforce. Of our 1,800 team members, we have furloughed or let go of over 1,700 since March and the remainder are receiving partial pay. Through your generosity, we have fortunately been able to maintain health care benefits for our full-time team until the end of June.

Even though we have been closed, our remaining employees have been busy drafting new protocols, laying out equipment, sourcing cleaning products, and developing plans designed to open responsibly when we are allowed. No doubt things will be different when we return, and when they do, we will be prepared to meet or exceed any standards required by our health leaders.

The good news is that some of the restrictions are being lifted and we will soon be able to return to operations. The enthusiastic response from our members to our current outdoor offerings in Maryland and Virginia, like outdoor classes and swimming, tells us that many of you are ready for us to re-open as soon as we are able. Our summer camps will also open on time in all applicable markets and registration is ongoing.

The question for us as a business is how to move forward and re-emerge once this fog has lifted. We anticipate re-opening all of our clubs in some capacity during the month of June. This date will depend on the individual location of the facility. In Virginia, we expect to open after the expiration of the Governor’s stay at home order on June 10. In Maryland and Pennsylvania, we are preparing for opening on June 19.

We will be billing all members for membership dues on June 1, prorated for the number of days we expect to be open during the month at your club. For Virginia, this will be a 30% discount and in Maryland and Pennsylvania, a 60% discount will be deducted from your usual dues. If you have frozen or cancelled your membership, you will not be billed. Please click here for further details and contact information for questions about your membership.

All members will receive access to our onsite classes and outdoor experiences. We are busy increasing the number of classes per week and will be bringing more equipment outside in the coming days to meet member demand for strength training. Personal trainers will also be able to meet their clients at all locations. If we cannot let our members workout inside, we will do what we can to create a club experience elsewhere on the property. For those who are at home, we will continue complimentary access to our library of on-demand content, built by your favorite acac instructors. The acac.com website will always have the latest news and information about our operations and remember to sign up for our newsletter at acac.com/newsletter.

One of the most frustrating aspects of this pandemic is the uncertainty it has brought into our daily lives. However, there is one truth we can all hold onto: there has never been a better time to be healthy, both mentally and physically. We appreciate your continued trust and support in acac and our team to keep you active and fit. It has been our pleasure to serve our members for 36 years and we look forward to many more.

In health,

Phil Wendel

Founder & Owner

. . .

 

Membership FAQs

Q: When will the clubs be reopening for business?
A: We anticipate re-opening all of our clubs in some capacity during the month of June. This date will depend on the individual location of the facility. In Virginia, we expect to open after the expiration of the Governor’s stay at home order on June 10. In Maryland and Pennsylvania, we are preparing for opening on June 19.

Q: Will acac be billing me on June 1?
A: We will be billing all members for membership dues on June 1, prorated for the number of days we expect to be open during the month at your club. For Virginia, this will be a 30% discount and in Maryland and Pennsylvania, a 60% discount will be deducted from your usual dues. If you have frozen or cancelled your membership, you will not be billed. If we are not permitted to open on the planned dates, additional discounts will be applied to the next month’s dues.

Q: What if I elected into the April billing offer? When will I receive my free month?
A: If you elected into the optional April billing offer to receive a free month, and are outside your initial 12 month membership agreement, your July billing will reflect $0 to honor your free month and you will be billed the pro-rated amount listed above for June. If you elected into the optional April billing offer to receive a free month, and are inside your 12 month membership agreement, your free month will be applied to the end of your contract and you will be billed the pro-rated amount listed above for June.

Q: How can I get information on the outdoor and virtual offerings that are available to me?
A: For information on the outdoor amenities available at your club location, click here. For information on the virtual group exercise classes available to members, click here.

Q: I have a question about my membership. How can I speak to someone?
A: If you have any questions about your member account, please contact us via email at accountsupport@acac.com, Monday through Friday, 9:00am to 5:00pm. Your patience is appreciated in allowing 48 hours for response, as we are operating with a limited team.

Q: How is acac taking care of its team?
A: Since announcing our closure, acac has agreed to pay its team members who are no longer able to work over $1.5 million in compensation, early vacation, and health care benefits. acac will also be  providing health care coverage for all eligible team members through June. In addition, we have done our best to allow some of our team to continue working for a short period of time making improvements to our facilities while the clubs have been closed.

Q:  Will I be able to continue the p.r.e.p. program once my club reopens?
A:  Yes, you will be able to use the remaining days on your p.r.e.p. membership as soon as club access is restored.

Q: Am I allowed to continue training with my personal trainer?
A: Yes, you may continue with your personal trainer outside the club so long as you are adhering to all state local and national guidelines. Please contact your trainer directly to arrange this option.

Q: How is acac handling swim lessons that I already purchased but were interrupted by the shutdown?
A: Your group swim lesson sessions will simply restart once we reopen and private packages will remain in place. We are excited to welcome our members back in the pool to get ready for summer swim season!

Q: Why didn’t I receive notifications about outdoor amenities / club billing?
A: We make every effort to communicate with our members in a timely manner once decisions about billing or operations are made. We most often share information via signage in the facility, the rotating TV screens, on social media, and via email to our membership base. We urge you to subscribe to our member updates so you do not miss important communication moving forward.

 

2020 - June COVID--19 Account Support

  • Your patience is appreciated while we work to help our members. Please allow 48 hours for team member response, as we are working with a limited team. Hours of operation are Monday - Friday, 9:00am - 5:00pm. Thank you!