Work Out World

Without a Certified Letter, the Proof of Relocation is useless George

To whom it may concern:We received and signed the Certified LetterThat is the only confirmation we offer, that is why it is CertifiedHis membership was cancelled appropriately according to his contract.Thank you,George

Complaint: [redacted] I am rejecting this response because: when we spoke to the manager and the personal trainer we were informed that this was an error and it was going to be taken down immediately and then we saw the commercial again with the same exact advertisementWe have already contacted the news and are moving forward they are very interested in our story being as people are being falsely informed and you are then trying to get people to pay for a locked in yr of training servicesThe recording that we have state that there is unlimited training, tanning, location use and classesThis statement should be reworded in there commercial if they do not expect clients to be upsetAnd in the commercial it does state "FREE" Sincerely, [redacted]

We have no record of a membership under [redacted] and no e-mails from himIs the membership under his girlfriend's name? Please confirm,George

Our advertisement for a [redacted] Membership is as follows: > Unlimited Use of Group Classes > Unlimited Training > Unlimited Access to All WOW! Locations > Unlimited... TanningNone of these statements say that they are free. The definition of 'unlimited' is: not limited or restricted in terms of number, quantity, or extent.We use our own discretion on what the specific offers entail.The current details of the above offers for a [redacted] Membership that are subject to change as we see fit are:: Unlimited Use of Group Classes - We are currently providing group classes at no additional cost. Unlimited Training - We are currently providing 1 week of Personal Training at no cost to assist new members in the start of their fitness journey. Additional Personal Training is the decision of the member and at their cost. Unlimited Access to All WOW! Locations - We currently invite new members to use any of the facilities at all our locations at no additional cost. Unlimited Tanning - We currently provide Tanning Services at all our locations at no additional cost.To ensure that potential new members know what the details of any ads and/or commercials are, we always include the statement 'see club for details' in all our advertising.-- -- --

To whom it may concern: We received and signed the Certified Letter. That is the only confirmation we offer, that is why it is Certified. His membership was cancelled appropriately according to his contract. Thank... you, George

To whom it may concern:
255);">
I have responded twice to *** in our membership e-mails reflected below about her decision to upgrade her membership and she refused to acknowledge that it was her decisionThe requirements of that change were thoroughly explained to her by our senior manager but in every message, *** threatened to place a complaint with Revdex.com which she didAs I told her the upgrade is a new contract and the issue of not knowing about Enhancement Fees is in her signed contactsSincerely,
George
***,
When you upgraded your membership to the Gold for people it was a new contract that comes with the requirements of a new contractYour new contract required an Enhancement Fee in OctoberYou upgraded to take advantage of a membership to include both of you and that included the Enhancement FeeThere is no double membership charge only a change in contracts that you initiated***,
I am the senior management executive of WOW.
This is my second response and the answer I gave you the first time is still the correct one with one addition, to answer your query on the Enhancement FeeIf you would please look at the contract that you signed, you initialed on that same front page the acceptance of an Enhancement FeeAgain, our policies are very consistent, if you upgrade it is a new contract and the upgrade to take advantage of the Gold for people was initiated by you

Complaint: ***
I am rejecting this response because:
I wanted to say that I specified in the complaint that the membership/complaints were under my girlfriend's name, *** ***
Sincerely,
*** ***

This is a frequent complaint by members not reading the contract that they signedOur contract that they signed is clearly labeled Enhancement Fee, a separate line and the member has to initial it.Happy New Year,George

Complaint: ***
I am rejecting this response because: The response from WOW is exactly what I've been complaining about I complained because we've sent a number of letters containing proof of change of addressThe response from the business is the same we've been getting all along"Send proof of address." And when we do send it, we're told it was not received and to send again
Sincerely,
*** ***

The membership of *** *** *** is still activeThe contractual requirement that she signed for is to send in a Certified Letter along with proof of relocationWe have no record of ever receiving a Certified LetterIf ** *** will send us a copy of her Certified Letter receipt that she signs for, we will address her issueIn the meanwhile as a courtesy, we will cancel her contract without the evidence of the Certified Letter which is the only way we cancel memberships since it requires both parties to sign for tjhe Letter. George K***COO of WOW Fitness

Complaint: ***
I am rejecting this response because: it is a straw man argument. We have never refused to acknowledge that we initiated an upgrade in membership or that we signed a contractHowever, when my Aunt *** spoke to MrC***, MrC*** acknowledged that the extra charge was indeed a membership chargeThe term "enhancement fee" was used at neither our local gym nor by the regional managementIn both of those cases, we were told my contract had been cancelled and restarted as a new Gold membership with a new membership feeIt appears the national office is attempting to make this a disagreement over the acceptance of an enhancement fee, when in fact this is the first time I have heard the term and none of the local managers identified the charge as such.
Sincerely,
*** ***

The membership is under *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

This member comes in every day and is also participating in Personal Training.We have a full time Mechanic and a full time Custodian who do an excellent job in keeping our equipment downtime at a minimum and a clean gym respectively. We have signed up with [redacted] for their recently...

developed WiiFi Sysyem and the install is being scheduled. Thank you,GeorgeCOO of Work Out World

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  As I understand it, the $10.64 in question for the month of October
2015 is hereby forgiven and any and all attempts at collection of this amount
by [redacted] will cease effective immediately.  If any part of this is
unclear or I am incorrect in my understanding, please correct any
misinterpretation as soon as possible.
With that being said, I find Mr. K[redacted]' response to be utterly
appalling.  Rather than taking responsibility for his business' missteps
in handling a simple and straight forward customer service issue in a timely
manner, he is attempting to shift responsibility to the customer.  While
you, Mr. K[redacted], are quick to point out the availability of a "web
site and an e-mail" as means of communication, I have a very hard time
believing you are as "timely and consistent" as you claim to be with
your replies. My repeated attempts at face to face contact were so quick to
fall on deaf ears.  However, believe me when I say I look forward to
testing your commitment to customer service requests through the avenues you
suggest.
Further more, in regard to your lack of "record of any attempt by Mr.
[redacted] to make any contact with me or any of our senior leaders through any of
our channels to resolve his issue" I would refer you to the following
conversations; names have been left out to protect their status as employees,
the responsibility is yours and yours alone, they simply follow the example set
by senior management:
1) Conversation with front desk rep. #1 on 09/15/2015; personal phone number
left with rep. and instructions to have someone contact me when issue is
resolved.  No contact
2) Conversation with front desk rep. #2 on 10/19/2015 @ 14:56; cannot help me
and passed to manager.
3) Conversation with front desk management rep. #1 on 10/19/2015 @ 15:00; personal
phone number and message left for accountant or other senior management rep.
with same instructions as above. No contact
4) Conversation with front desk management rep. #2 on 10/21/2015 @ 12:00;
personal phone number and written note left for accountant or other senior
management rep. with same instructions as above. No contact
I find it disturbing and remarkably unprofessional that you claim to have no
record of my attempts at contact.  Either there is a breakdown in internal
communication at the company or someone along the line is intentionally ducking
responsibilities.  In either case, it is an indication of rank amateurism
in the operation of the business.
You claim "we waive fees related to credit cards only when proof of
fraudulent activity is presented to us by the credit card entity" ; the
fees would not have been assessed in the first place if your front desk staff
were able to accurately complete a billing update, regardless of the reason for
the change.  Proof of fraud is almost irrelevant to the situation, as the
fees were the direct result of a mistake made by your staff, not the
fraud.  I would humbly suggest increased training for the general staff as well as
management staff, continuing education efforts are always a sound investment.
As for the suggestion that perhaps previous billing information from a past
membership is to blame for this particular situation, all but
impossible.  The same card has been on file with your business since the
contract start date of 01/27/2013 and had been processed problem free for the
duration.  It is therefore highly improbable that any previous billing
information is involved; a problem would have occurred long before September
2015 if that were the case.
I find it regretful that this simple, straight forward matter had to be dragged out to such an
extent; it so easily could have
been solved with a simple phone call.  I too would have much rather dealt with a senior management level
representative such as Mr. K[redacted] the Chief Operating Officer, Mr. A[redacted]
the accountant, or Mr. S[redacted] the club owner, up front and come to a mutually
beneficial resolution; which I'm sure we could have done.  As I am now
monitoring my WOW! Fitness bills very closely, I know the months of November
and December were been billed appropriately and I am confident they will
continue to be billed as such.
 As I stated above, I understand this response to mean that the $10.64
being sought for the month of October 2015 is hereby forgiven and there will be
no further attempt to collect this debt.  While I find the manner in which
the result was obtained to be unfortunate,  I do find this result
acceptable.  I will, pending a satisfactory reply from the business,
consider this matter closed.
With Respect,
[redacted]
 
With Respect,
[redacted]

Complaint: [redacted]
I am rejecting this response because: We did send it certified and we've said that numerous times, on the phone and in person there. We showed the receipt last time we were there. I'll get you that receipt number. We've said that we sent it certified many times as always get the same response. Either you don't have it or we need to send it again.
Sincerely,
[redacted]

To whom it may concern:
font-family: arial, sans-serif; font-size: small;">We have a web site and an e-mail for members to send us issues, complaints, compliments etc. both of which I monitor and respond to on a timely and consistent basis.
There is no record of any attempt by Mr [redacted] to make any contact with me or any of our senior leaders through any of our channels to resolve his issue. In addition, we waive fees related to credit cards only when proof of fraudulent activity is presented to us by the involved credit card entity. There is no record of any such proof being submitted by this member.
Mr [redacted] contacted our billing company and they waived 2 penalty for card decline fees which they have the authority to do when presented with an acceptable  case.
Mr [redacted] was a member previous to his current membership and the billing company most likely would have previous credit card information which could have added to the issue confusion.
In any case, Mr [redacted]'s actions were due to his credit card issues and we consider them resolved. 
We appreciate his efforts to resolve his issues but would have preferred that he had contacted us through one of our available channels.
Mr [redacted] should now just make payment to keep his dues up to date and we are pleased that he will continue as a member of WOW.
Have a Very Merry Xmas,
George

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. As I understand it, the $in question for the month of October
is hereby forgiven and any and all attempts at collection of this amount
by [redacted] will cease effective immediately. If any part of this is
unclear or I am incorrect in my understanding, please correct any
misinterpretation as soon as possible
With that being said, I find MrK[redacted]' response to be utterly
appalling. Rather than taking responsibility for his business' missteps
in handling a simple and straight forward customer service issue in a timely
manner, he is attempting to shift responsibility to the customer. While
you, MrK[redacted], are quick to point out the availability of a "web
site and an e-mail" as means of communication, I have a very hard time
believing you are as "timely and consistent" as you claim to be with
your repliesMy repeated attempts at face to face contact were so quick to
fall on deaf ears. However, believe me when I say I look forward to
testing your commitment to customer service requests through the avenues you
suggest
Further more, in regard to your lack of "record of any attempt by Mr
[redacted] to make any contact with me or any of our senior leaders through any of
our channels to resolve his issue" I would refer you to the following
conversations; names have been left out to protect their status as employees,
the responsibility is yours and yours alone, they simply follow the example set
by senior management:
1) Conversation with front desk rep#on 09/15/2015; personal phone number
left with repand instructions to have someone contact me when issue is
resolved. No contact
2) Conversation with front desk rep#on 10/19/@ 14:56; cannot help me
and passed to manager
3) Conversation with front desk management rep#on 10/19/@ 15:00; personal
phone number and message left for accountant or other senior management rep
with same instructions as aboveNo contact
4) Conversation with front desk management rep#on 10/21/@ 12:00;
personal phone number and written note left for accountant or other senior
management repwith same instructions as aboveNo contact
I find it disturbing and remarkably unprofessional that you claim to have no
record of my attempts at contact. Either there is a breakdown in internal
communication at the company or someone along the line is intentionally ducking
responsibilities. In either case, it is an indication of rank amateurism
in the operation of the business
You claim "we waive fees related to credit cards only when proof of
fraudulent activity is presented to us by the credit card entity" ; the
fees would not have been assessed in the first place if your front desk staff
were able to accurately complete a billing update, regardless of the reason for
the change. Proof of fraud is almost irrelevant to the situation, as the
fees were the direct result of a mistake made by your staff, not the
fraud. I would humbly suggest increased training for the general staff as well as
management staff, continuing education efforts are always a sound investment
As for the suggestion that perhaps previous billing information from a past
membership is to blame for this particular situation, all but
impossible. The same card has been on file with your business since the
contract start date of 01/27/and had been processed problem free for the
duration. It is therefore highly improbable that any previous billing
information is involved; a problem would have occurred long before September
if that were the case
I find it regretful that this simple, straight forward matter had to be dragged out to such an
extent; it so easily could have
been solved with a simple phone call. I too would have much rather dealt with a senior management level
representative such as MrK[redacted] the Chief Operating Officer, MrA[redacted]
the accountant, or MrS[redacted] the club owner, up front and come to a mutually
beneficial resolution; which I'm sure we could have done. As I am now
monitoring my WOW! Fitness bills very closely, I know the months of November
and December were been billed appropriately and I am confident they will
continue to be billed as such
As I stated above, I understand this response to mean that the $
being sought for the month of October is hereby forgiven and there will be
no further attempt to collect this debt. While I find the manner in which
the result was obtained to be unfortunate, I do find this result
acceptable. I will, pending a satisfactory reply from the business,
consider this matter closed
With Respect,
[redacted]
With Respect,
[redacted]

To whom it may concern:We received and signed the Certified Letter. That is the only confirmation we offer, that is why it is Certified. His membership was cancelled appropriately according to his contract.Thank you,George

We have no record of a membership under [redacted] and no e-mails from him. Is the membership under his girlfriend's name? Please confirm,George