Houston Custom Floors

Maureen,This a response to Complaint *** Basic Information: Member joined 4/5/2013 Usage of gym: visits - 4/5/through 2/23/2014 ^No cancellationin due to medical reasons as member claims.^Account remained open and billed but consistently
delinquent with 'insufficient funds' until payments were made(iemember made a $catpayment on 2/2/2014.^Our WOW West Hartford General Manager Luis D*** did not receive a call nor a visit in January, 2017.^He did not receive any Bank statements, nor did he deliver any or speak to me, George K***, COO of WOW Fitness in January, 2017.^In July, 2017, member dropped an envelope at our West Hartford location containing only a copy of an e-mail sent to our member e-mail to my attention and a copy of her complaint to the Revdex.com.^Member's membership was cancelled on 7/4/as a courtesy to stop further billing without a Certified Letter as per contract until this issue is resolved. Please confirm,Your attention is appreciated. George Thank you, George

To whom it may concern:*** a contract with WOW and initialed the following paragraph in her contract:'I understand this Agreement cannot be cancelled for a minimum of payments, except as specifically provided for in this Agreement.After that time, I understand this Agreement
becomes a monthly contract cancelled upon my written request by certified mail received days prior to my next billing date. Verbal or telephone cancellations are not valid. In no case shall monthly payments be retroactively refunded. All cancellations should be addressed to WOW! Fitness, Shield Street, West Hartford, CT 06110'*** *** did not request her Membership be cancelled by Certified Letter, her Membership is still Active. *** must pay her outstanding balance of $and then immediately send a Certified Letter to the West Hartford Gym requesting her membership be cancelledShe must include her name, address and phone number to verify her account with our recordsShe will be responsible for the dues in the month in which she cancels plus the following month, during which she may use all services included in her membership.Thank you,George

Complaint: ***
First and foremost
George was never sent a "threat" is lack of professionalism and
fabrications of what my conversation with his GM of the Cromwell location
(Chris) is a clear disregard for the responsibility he holds in holding his
subordinates accountable for their mistakesI was told to email him and inform
him of the conversation Chris and myself had and the admittance of the mistake
that was made on behalf of facility.
Furthermore, I researched other complaints of this nature documented by
the Revdex.com of the exact same complaint and found that George did in fact come to
the same resolution with a previous client that I am requestingI sent a
picture of the resolution from the Revdex.com website referencing the complaint to
George to which he never respondedThe only reason I have a balance on my
account is because of the facilities lack of organization and training with its
lower level employees. I have not
frequented the facility from the day that "supposedly" cancelled my
membershipIf I was the sole complaint of this nature I would be able to understand
why George would hide behind his stipulations, but I'm not and to allow someone
with the same complaint to be awarded the same resolution I am requesting but
not afford me the opportunity is borderline discrimination
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I was timely in notifying WOW! of my udpated debti card information I could not have been any timelier since I notified WOW! the day I activated the card! My old debit card expired on Sept 1, 2016; my NEW card arrived in the mail on Aug25, I notified WOW! and updated my billing infor on Aug26.Because the window between being issued my new debit card and the date of your billing was days, and due to the fact that I could NTO control when my new debit card would be issued to me, there was NO WAY for me to avoid incurring a late fee on both mine and my fiance's memberships.I made a good faith efort to update my billing information with WOW! I am offende by the fact that WOW! will not waive the servie/late fee and instead insists on ripping me off over something I could not control: the date my card was issued AGAIN I am being PENALIZED becuase y card did not arrive DAYS before billing!Had I not updated my billing information with WOW! I would not be disputing this charge; however; I did everything in my power to avoid paying the service fee by notifying WOW! in the timelist manner possible...the day after I received the card in the mail I brought it to the Cromwell WOW!, handed to a young man who I watched fill out two forms to update my billing information Quite franlkly, WOW! is taking advantage of me There was NOTHING I could have done to meet WOW!'s antiquated billing requirements I made the best effort I could to update my billing information in a timely fashion and now I am being penalized for that which was out of my control! WOW! should understand my predicament and make a good faith effort by waiving the service fee charged to both mine and my fiance's member numbers!
Sincerely,
*** ***

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,
*** ***

Reviewing the payment history of Ms*** she did not have sufficient funds for her April and May Dues and paid the $41.28, months dues at $each and penalties of $on 5/30/Her card was not in time for the June dues so Ms *** was again short of funds and neither the
dues nor the penalty were paid for June leaving a Balance due of $20.64, $for the month including tax plus a $penalty fee. Ms *** signed a membership contract and initialed the requirement of Annual Enhancement FeesThere were not sufficient funds to pay for her Enhancement Fees in October that she signed for. Her Balance is: $for her June payment for Enhancement Fees not paid for taxes on the fees for penalty of decined credit card $113.59We would appreciate Ms *** paying the appropriate balance of $to clear up her debt.Sincerely,George

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. My $has been refundedIt is sad to me that after visits to the WOW gym, more than phone calls and bringing the certified letter showing the gym cancellation that those other methods were not satisfactory to obtain the required refundI even had the phone number for the accountant who handles this type of account and left messages which were never returned.Thank you for mediating on this accountI'm glad to be done with WOW gym and will NEVER seek a membership with them again under any circumstances
Sincerely,
*** ***

Tell us why here...On 3/10/16, *** *** came into our WOW facility in Middletown for a fitness assessmentThis is a service offered to all of our WOWmembersAt the conclusion of this session, we offered *** the optionto continue working with a personal trainer from the
Training Company, a separate Company that provides Personal Training (PT) Services to our members.He indicated he wanted some guidance but he didn't think he could afford their service. *** also indicated he didn't want a contract with the PT Company. In an attempt to help him get started, the PT Company agreed to a minimal coaching program where he meets with a trainer once per month. They waived the $start up fee, waived the early termination fee (which would enable him to cancel at any point, as long as his account was paid up to date), and charged him far below the regular per session rate.*** contacted PT on 4/19/16, requesting to cancelAt this time his April payment of $was nine days past due*** *** then brought this matter to upper managementof PT.Theycontacted himHe was told they would honor the agreement and as a courtesy waive the day written notice to cancel policyHowever, their policy is not to cancel delinquent accounts until they're brought current. He was told since he requested to cancel nine days after his April payment was due, all future payments would be cancelled without penalty but his April payment still needed to be paid per his agreement. In conclusion, several exceptions to policies and procedures were made in an attempt to help *** get started with their service and it is ** *** responsibility to comply with the terms both parties agreed to

Mr*** *** signed a contract with us as follows:'I understand this Agreement cannot be cancelled for a minimum of payments, except as specifically provided for in this Agreement.After that time, I understand this Agreement becomes a monthly contract cancellable upon my written
request by certified mail received days prior to my next billing date. Verbal or telephone cancellations are not valid. In no case shall monthly payments be retroactively refunded. All cancellations should be addressed to WOW! Fitness, *** *** *** ***, CT***.This paragraph is also explained to new members who have to initial it in addition to signing their contract.Our people are clearly instructed on our Cancellation policyWhen a member sends in a Certified Letter to Cancel as contracted, they get a receipt with their signature and we have to sign for it acknowledging acceptance avoiding any future billing problems like this oneWe have no record of any Certified Letter from Mr***.The following is an exchange between Mr*** and myself on 10/on our membership available e-mail instructing him how to cancel his membership appropriately. Message: Hi, just mailed my letter to cancelI wanted to know how I cancel my payments because it seems you can't do it at the gymAdditionally, can I hand deliver my letter or is that not possible?George K*** Oct 14to MichaelIf you have completed your contract year, You may cancel your membership by sending a certified letter to the gym location in which you initially joined stating your intent to cancelPlease include your name, address and phone number to verify your account with our recordsYou are responsible for the dues in the month in which you cancel plus the following month, during which you may use all services included in your membership.The response to Mr*** from our people is standard and that is to send in a Certified Letter to the WOW he joined at and as usual, terminating members do not want to respond to their contractual agreement despite the fact that it is protection for the member and WOW because a Certified Letter must be signed by both.Mr***'s Membership is still active until he sends in a Certified Letter requesting termination according to his contractual commitment.Thank you,George K***, COO of WOW

Complaint: ***
I am rejecting this response because:Does this letter have to be notarized? Also I am not a woman, I am a manReferring to me as she/her is inappropriate and unprofessionalIt's evident that you pulled up the wrong account or you are being blatantly disrespectful
Mr*** ***

Complaint: ***
I am rejecting this response because:This method wasn't clearly stated verbatim at the signing of the contract nor does this offer a solution to the situationSir the issue is that I mailed a letter from an address stating that I want to cancel my membership prior to this service fee and was told by your workers that they will read the letters but disregard themTo me this is entrapment into a conrract without a means of cancelingThe second issue is that be denied termination of my contact isn't within your legal rights, the contract is not olny yours but mine tooAlthough you have a contract that provides a convoluted measure to cancel it doesn't mean that it can't be challengedSir you need to provide a situation where having this method is better than or safer than canceling in person via appropriate identification i.ean exampleIf not I will pursue this issue to the fullest extent within my legal rights so that all patrons can cancel their contracts in person and not follow this backwards process that clearly benefits your profits.
Sincerely,
*** ***

The timely submittal of credit cards is the responsibility of the memberOur members are aware of their responsibility when they join.Thank you,George

We already respondedWe cannot be responsible for a member's card and bank timing issuesOur policy is clear that it takes days to become effective and that applies to everyoneThe only exception for waiving a fee agreed to with our billing company is proof of fraud from a member's financial institution.Thank you,George

We were in contact with [redacted] today by telephone to ensure we had her correct Credit Card which was giving us a problem. The refund has been applied and we apologize for any inconvenience, George

We will freeze her account for the month of January. Next pmt will be for February, 2015. Member was called and we explained our billing procedure and offered to freeze her January dues. Member agreed and was very thankful for the call.Best regards,George

Revdex.com:
I joined wow fitness on [redacted] in [redacted], ct. That location was not in the system so I had to add it in. And it said it accepted my info I submitted.Thanks, 
[redacted]

Every member of WOW is responsible contractually for all dues in the month in which they cancel and the following month due to the 30 days of processing. The Enhancement Fee is a contractual dues obligation and is an appropriate charge to [redacted]Thank you,George K[redacted]COO of WOW Fitness

Dear [redacted],We apologize for any inconvenience but the cause of it all is the 2 letters in the same Certified Envelope which is not our policy and when we sign for it, we sign for one member's cancellation unless the SAME letter refers to more than one member being cancelled. A separate letter...

required a separate Certified Envelope.When we receive the letter we sign for it and then look at the name to take the proper cancellation action. One of our people obviously expecting only one person as listed  took the action and did not notice  there was more than one letter with another name or thought it was a copy. As a courtesy, we have refunded your $10.64 on 5/14/2015 and both memberships have been cancelled.The Certified Letter is our mutual record of membership cancellation and there should be no further issues,Sincerely,[redacted]

When you joined, there were 3 contracts.The monthly membership for 3 for the price of 1 is a special and each contract is acceptance of the single membership dues and the Annual Enhancement Fee for each contractThank you,George

Ms. [redacted] signed  a contract with us as follows:'I understand this Agreement cannot be cancelled for a minimum of 12 payments, except as specifically provided for in this Agreement.After that time, I understand this Agreement becomes a monthly contract cancellable upon my written request...

by certified mail received 30 days prior to my next billing date. Verbal or telephone cancellations are not valid. In no case shall monthly payments be retroactively refunded. All cancellations should be addressed to WOW! Fitness, [redacted]This paragraph is also explained to new members who have to initial it in addition to signing their contract.The telephone response to Ms [redacted] from our people is standard and that is to send in a Certified Letter to the WOW she joined at and as usual, terminating members do not want to respond to their contractual agreement despite the fact that it is protection for the member and WOW because a Certified Letter must be signed by both.Ms [redacted] must send in a Certified Letter requesting termination of her membership as she contractually agreed and her membership will be cancelled 30 days later. Thank you,[redacted], COO of WOW