nline Services Frequently Asked Questions

Statements:

Q1: Why can I not see the full details for a transaction prior to July 19th on my July statement or see a June (or prior month’s) statement?

A: We converted our data from our old database to our new database on July 19th. Full details of transactions prior to this date are not available online. Please contact Member Services if you have questions on transactions or would like to see a statement for months prior to July 19th.

Q2: Why does it seem like I was charged for two items and then credited for one, such as being charged for two tennis lessons and then credited for one?

A: Your statements will show all transactions on your account. While we try to minimize mistakes, our staff is human and does occasionally make them. When we double check our work and find we have made a mistake (such as accidentally charging you for two tennis lessons instead of one), we will automatically fix the mistake (such as crediting you back for a lesson). This will show up on your statement as a total of three transactions: two lessons charged, and one credited. As always, if you have any questions about your statements, please contact Member Services.

Q3: Why is there a $0.00 line item for Guest Pass Complimentary on my statement?

A: This is for your complimentary guest passes setup. Tennis members get 12 complimentary guest passes in a year, while other members get 6. You will see this line item once a year on your October or November statement.

Q4: Please explain the items at the bottom of the statement (Previous Balance, New Charges, New Payments, New Balance, Auto Draft, and Amount Due).

A: Previous Balance is the amount you were Auto Drafted (billed for) the previous month. Likewise, New Payments shows what you paid last month. These two numbers should be the same. New Charges is the total dollar amount for all transactions on your account this month. New Balance is also this amount. Auto Draft is the amount you paid for this month. It should equal the New Balance amount. Amount Due is any outstanding amount you still owe us after you were Auto Drafted. This amount should be $0.00.

Q5: Why does it say I had a tennis lesson on the 5th of the month when the lesson was really on the 1st?

A: The date of transactions on your statement is the date we charged your credit card or EFT (the post date), not the date the transaction took place.  This date is usually the 5th of the month, not the 1st.  We are currently working with our software vendor to have the date of the transaction be the same as the date your tennis lesson, for example, actually took place instead of it being the post date.

Series Sale:

Q1: What is Series Sale?

A: Series Sale is a link which will contain all of the information regarding any packages you have purchased at the club, such as a 12 pack of personal training sessions. It will also show your complimentary guest pass package. At any time, you have the ability to look up how many sessions you have used and how many remain.

Program Registration:

Q1: How do I know what instructor is teaching the class I am registering for?

A: On the View Programs screen, click the View Details link corresponding to your program.

Q2: What should I do if the class is full?

A: Please call the Program Desk at 630-942-9600 ext. 575 for a list of alternatives or dates & times for an upcoming session.

Q3: How do I register someone other than myself for a program?

A: First, you may only register yourself and family members currently on your account. If you are registering yourself, do not select anyone on the Add Family Member(s) screen & click continue to cart. If you are registering a family member, click on the checkbox corresponding to the correct family member and click continue to cart. It will automatically register both yourself & the family member you selected. To remove yourself, contact the member services desk at 630-942-9600 ext. 575.