Houston Custom Floors

I don't think she joined our WOW. Please ask her what gym she is referring to,George

This member signed up for a special promotion of three people for the price of one. Each new member completed a contract, signed it and their contracts spell out that only the primary member is responsible for the monthly dues but each new member is responsible for an Enhancement Fee on each...

contract.George K[redacted]COO of WOW

To whom it may concern:Again we have a complaint from a member that did not read the contract signed and initialed by him. We train our associates diligently on this requirement since it is a common problem of people not reading what they signed nor listening to our explanations.It is also why we...

have the requirement of a mutually signed Certified Letter.I answered multiple e-mails from this member and he called our manager and I spoke to him and his instructions was to send in a Certified Letter and to contact me. [redacted] e-mailed me with a 'threat' to go to the Revdex.com and I sent him the below message that I had previously sent and that is my answer to him today.Thank you for your assistance,George[redacted],You signed a contract stating the requirement of a Certified Letter. The requirements are also on our Website in the Cancellation Instructions. We do not accept any other cancellation methods because our Certified Letter requirements require signatures from both of us protecting both from future problems.You must pay your outstanding balance and send in a Certified Letter to prevent further billing.George

Complaint: [redacted]
I am rejecting this response because:  When I submitted my cancellation letter I was told I would be charged October for my last month.  They never said I would also be charged that months yearly fee.  I was told when I signed up I would be charged october.  Never recurring and not that if I cancelled a month prior I would be charged still.  I find that "it's in our contract" to be a joke because every time I have a problem with this gym it always a technicality.  And I find it more a Joke when of the last calendar yr since October I've been there maybe 3 weeks total and the rest was me still paying.  I'm just asking for them to do the right thing and waive a one time fee as to basically a year of free pay.
Sincerely,
[redacted]

[redacted] submitted a Certified Letter as per her signed contract and was cancelled on 11/18/17.Thank you, 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. They called me very promptly. I appreciate the sincereness and his kindness made up for the rudeness I first received when signing up. Thank you. 
Sincerely,
[redacted]

To whom it may concern:We added below what the member sent us on the company e-mail.There is no more to say other than the issue is the member did not comply with the contractual requirements he signed for and must do that to settle this issue.Thank you,GeorgeGeorge,I don't understand what was lost in translation... I called the Cromwell location to get your contact info because your manager made a statement to me and I'm contesting your charges. I don't know what's confusing. Call me tomorrow or I'll just have the Revdex.com reach out to you.Sincerely Z.H.George,I have filed my complaint with the Revdex.com and have referenced the below attached resolution with a past consumer with the exact same issue that I have incurred. Further more your tone in these emails and lack of communication via telephone as requested is completely unacceptable and unprofessional. Someone in a position such as yourself should understand the concept of customer service as the industry you pride yourself upon is built around this cornerstone.Sincerely, Z.H.

To whom it may concern:[redacted] signed a contract informing her of our cancellation policies for mutual protection. In addition, [redacted] initialed a specific paragraph of her contract that our Associates explain and ask for the joining member to initial. The Cancellation Instructions below are...

on our Website and state the requirements that [redacted] signed for. We received her letter on the 6th of April that requires the dues for April including the Maintenance Fee plus the dues for May to be paid.Thank you,George K[redacted]COO of WOW FitnessCANCELLATION INSTRUCTIONS Please read the following instructions to cancel your membership with WOW! Work Out World. If you
have any questions regarding your anniversary date, or any other questions or concerns, please contact
our Member Services Department at [email protected].
We cannot accept phone, fax, e-mail, or in person cancellation requests.
If your 12 month contract is up:
You may cancel your membership by sending a certified letter to the gym location in which you initially
joined stating your intent to cancel. Please include your name, address and phone number to verify your
account with our records. You 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.
If you are within your 12 month contract:
You may cancel your membership at this time if you have relocated your permanent residence 25 miles
or more away from any WOW! Work Out World locations or with a doctor’s note indicating you are not
able to participate in a workout program due to a medical condition. Should you meet these criteria, you
may cancel your membership by mailing the documentation to the club location where you initially
joined via certified mail. You 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.
FREQUENTLY ASKED QUESTIONS
Why do I have to pay for an additional month when I cancel?
As stated in your original membership agreement, you are responsible for the dues in the month in
which you cancel plus the following month. We work with an outside billing agency that requires 30
days for any changes to your membership to be applied. You may continue to use the club during this
final month.

This member had her card declined upon first joining the gym. Several fees were waived for her convenience. Their 1 year contract is up on 7/9/16. They must send in a Certified Letter after their year is up to terminate their memberships.

To whom it may concern,We are very concerned when our members have issues and make every effort to resolve them. [redacted] continues to complain about her double billing with no mention that her membership dues were 'frozen' (no charge) from 4/15/15 through 12/15/15 to make up for her double billing and then the dues payment resumed on 1/15/16. [redacted] membership is still active despite numerous requests to her in person, by phone, e-mail etc to send in her Certified Letter requesting her membership be terminated. We cannot arbitrarily cancel memberships without members' contract required Certified Letter and they requesting terminating. of their membership. Our policy is clearly stated and signed for on her and her husband's contracts which they also initialed, explained to her in person and on our web site available to all our members. Without her request to cancel with a Certified Letter, [redacted] is responsible for her membership dues as long as her membership is active, other than the period of the double billing that was rectified by freezing the collection of her dues for 8 months.We ask only that [redacted] honor her commitment and send in a Certified Letter requesting her and her husband's membership be cancelled [redacted]. As a courtesy, we will immediately freeze her billing for the month of March to give her time to send in her Certified Letter before the end of March to avoid any further billing. She should send her Certified Letter, including her and her husband's name, address and phone number to verify her account with our records to:WOW Fitness[redacted]
[redacted]
Thank you,George K[redacted]COO of WOW Fitness--

Complaint: [redacted]
I am rejecting this response because:I called [redacted] the billing & accounts recievable company used by WOW!, DIRECTLY and learned all about WOW!s billing scam.  Apparently members can update their billing information directly with [redacted] and it takes effect immediately AND over rides any billing information submitted by WOW! When confronted with this information, a WOW! front desk employee mentioned that they are told not to tell clients this information.  AND...[redacted] will waive service/late fees if the only piece of information that changes with regard to the card on file is the expiration date.  WOW!'s owner & COO are scam artists & it ends now.  I am going to tell every member about WOW!'s shady business practices.  
Sincerely,
[redacted]

The flyers (signs) referred to are simply a reminder for our members to update us if they receive a new debit/credit card with a chip in it if they hadn't already. The flyers (signs) are for the convenience of our members and have no bearing on our members' signed, contractual...

agreement/commitment that it takes 30 days processing for a card change to take effect.Thank you,George K[redacted]COO of WOW Fitness

Complaint: [redacted]
I am rejecting this response because: There was NO way I would have been able to update WOW Fitness 30 days before a billing cycle since my NEW debit card was not issued to me until 8/25/2016.  My OLD debit card was slated to expire in September 2016.  I informed WOW of my new card the day after I received it in the mail.  I am being penalized because my bank did not issue my card 30 days before the billing cycle, that is absurd!  My late fee should be waived/expunged since I am unable to control the bank's ability to send new cards 30 days before expiration and because of the backwards billing practices of WOW!
Sincerely,
[redacted]

My referring to [redacted] as a woman was my mistake and he has my apologies. In answer to his question, the Certified Letter does not have to be Notarized.Thank you,[redacted]

Revdex.com:
FOR the record I don't accept this as satisfactory but I do appreciate Revdex.com for their help.  I just wanted to say as a business WOW fitness has lost my business for 
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

To whom it may concern:Our response to [redacted] consists of 2 messages that follow:The first is a message recently sent to me on our member e-mail from [redacted] and the second is my response to [redacted].Thank you,GeorgeGeorge,After going though my documents there must have been some confusion on...

which (WoW organization) I got the cancellation policy from. I had referenced (http://www.workoutworld.com/) not (http://wowfitness.org/) which is why you never received it (tracking info: [redacted]). I will send out another certified letter shorty following your policy.[redacted]
[redacted] Because we never received a Certified Letter, your account is still active and in the control of our Collection Company. We will look for your Certified Letter and in the meantime you can contact our Collection Company. We are also responding to your Revdex.com complaint with the same information.Thank you,George--

First, [redacted] Member #[redacted]1 has been paying only one Gold Membership charge of $21.27 tax included per month for her and her husband, Bryan, (#01921F) beginning March, 2014 and continuing to today.  She was also billed for 2 Annual Maintenance Fees ($41.48 tax included) , one for her and...

one for her husband as per her contract in April, 2014 and again in April, 2015. Second, we have no record of any Certified Letter cancelling her contract and her membership is still active. If [redacted] can bring in her receipt of her Certified Letter which is contractually required or send us a copy we would address the cancellation she referred to.  If not, [redacted] should send in a Certified Letter immediately requesting her Membership be cancelled.Thank you for your attention,George K[redacted]COO of WOW

This is another case of a member refusing to respond to the requirements of her contract. Our cancellation policy is in her contract and on our web site as follows:If your 12 month contract is up: You may cancel your membership by sending a certified letter to the gym location in which you initially...

joined stating your intent to cancel. Please include your name, address and phone number to verify your account with our records. You 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.I personally instructed Darnell P[redacted] how to instruct members to cancel and if they still had a problem to send their concern to our member e-mail. [redacted] did not respond to the instructions and just put in a complaint to the Revdex.com.Her Accounts are still active, #[redacted] and #[redacted] and will remain active until we receive a Certified Letter from [redacted] as per her contract.Thank you,George

[redacted] signed a contract for a year as we responded before and is up 7/19/16. [redacted] should send in a Certified Letter early in July requesting her membership be cancelled and she will be billed only for July and August of 2016.

Complaint: [redacted]I am rejecting this response because:
Your claims have some very clear holes which need to be addressed. First of all, never in my right mind would I have accepted the idea of freezing my membership to account for double fees. Number one, I very obviously would no longer want to be a member of your gym. Number two, I moved to Berlin and WOW in Middletown is well over 20 minutes from me with multiple other gyms close by to which I would rather belong. Finally, I was charged double for 13 months.  I do admit, I was wrong, I thought it was two years but it was only 13 months. However, one month we were charged THREE annual fees. Freezing my membership for 8 months does not account for 13 double fees and the additional annual fee. Who on earth would agree to freezing a membership for 8 months to make up for less money than was owed to them; just have their account reactivated at a gym to where they don't want to be a member?
I will say it again, I was not told I needed a certified letter to cancel my membership. I was told we were cancelling my membership immediately as I was irate and the person I spoke to was in agreement for my reasoning. I was simply told my membership was being CANCELLED. If I am told its being CANCELLED and am NOT TOLD I need a letter, why would I send a letter?
I am still requesting the 13 months of double fees, the now two months of fees as your reactivated my membership and the one additional annual fee I was charged. I will send your letter, even though at this point its absolutely ludicrous and you should just cancel my members as I WAS TOLD YOU WERE DOING last April.
If there is nothing further Revdex.com can do to assist me in this matter rather than me emailing back and forth with WOW I will proceed to small claims court.
Sincerely,Holly M[redacted]