Jersey Strong

We have thoroughly looked into this for [redacted] I see that [redacted] has requested to freeze her membership with us until May. We only want our members happy, so at this time we have made the exception to cancel [redacted] membership and waive her balance of $118.89. We hope this helps, and when she...

is looking for a health club in the future she keeps WoW in mind!

We have thoroughly reviewed [redacted] request.  Through our online Support Desk, we notified [redacted] that his membership would remain active for the full month of January.  When a member who is within the initial term of their agreement is requesting to cancel due to...

relocating, we will cancel the member's agreement upon receipt of a payment in the amount of 10% of their total contract price.  If the 10% payment is approved by the member and processed after the 1st of the month, the membership will be cancelled at the end of that month.  No refund will be issued for payments received prior to that date.  However, we do understand that [redacted] is not able to use the facility for the remainder of January due to relocating.  We have issued a credit card refund in the amount of $48.14 for the January membership dues paid by [redacted]  We have issued a credit card refund in the amount of $53.49 for the January membership dues paid by [redacted] If [redacted] are ever back in NJ we would love to have them be part of the Jersey Strong Family again!

We have discussed this situation with [redacted] directly.  WoW and [redacted] have come to a mutually satisfying agreement.

We have thoroughly looked into this for [redacted] and I will be happy to help her understand these charges. I see that [redacted] enrolled in a 6 month personal training contract for $304 a month on 11/26/14. This contract was in term until May 2015, and continual on a month to month basis as in...

each member's contract. This is not to keep our members trapped in monthly billing, but simply because if we do not receive a cancellation for the end of their term we are under the impression they are happy with their trainer and wish to continue on a month to month basis. I see that [redacted] submitted her personal training cancellation on June 30, 2015. Her account was processed appropriately and cancelled as of July 2015, her last bill was on June 26, 2015. I have attached the only email we received regarding her cancellation, we were never under the impression that [redacted] was unhappy and never received a complaint until we received this email through the Revdex.com.  Looking into this bill of $987 that she was charged on July 20, 2015 I see that this is a result of [redacted] charging back for personal training that she was responsible for, so upon her winning these charges with her credit card company dispute we then added the bill back into [redacted] account along with a $25 charge back fee. This $25 fee is the fee that WoW receives when a member places a dispute against us, so we then charge the member this bill since they were responsible for payment. [redacted] also charged back for her March 1, 2015 monthly dues of $22.39 as well as her Annual Maintenance Fee of $49.99 + 7% tax, totaling $75.88. We then added the $25 charge back fee and placed this bill of $100.88 back into her account as she was responsible for this payment. The annual membership fee is stated on the first page of your membership agreement, and it is clearly disclosed. If you take out your membership agreement, it is stated under the heading "about this membership" and states," an annual membership fee of $49.99 will be assessed to your membership and billed once per year starting at month **4** of your membership and then annually thereafter..." We would never not disclose or hide anything from our members. We also would like to add that our customer service approach has changed months ago, when a member emails us requesting a phone call we have a representative call them within 1-2 business days. We never received a request for [redacted] to receive a phone call in the past about her account, as we would be happy to explain any questions and concerns to her. What we will do for [redacted] at this time, in hopes of resolving this for her, is allow a credit card refund in the amount of $125, which is the total amount of charge back fees added back to her account. [redacted] has a total of 51 non refundable personal training sessions and we hope she comes in today to enjoy them!

Complaint: [redacted]
I am rejecting this response because:This still does not answer why we where told we could cancel at any time and then when we tried they told us that we can't cancel until after a full year. The plan was presented as a month to month. The product was falslely represented to us. And we also we where never told that freezing the account would extend the contract. We were mislead to believe that we could freeze the account with no stipulations, and that the membership could be canceled at any time. You are also misrepresenting the second email where your response was "that we cannot freeze the account because it was already set to cancel". It was never explained that the cancelation was set to happen after the full year was complete. And as for the first email we never recieved a response thus generating a second request from me. It wasn't till the third email from you where anything was explained. And the information I recieved at that time was to the contrary of what I was told at the initial signing of the contract.
Regards,
[redacted]

[redacted] enrolled in a 12 month membership on 8/08/2016. He has completed 2 months of membership and has an outstanding balance for November. He submitted a cancellation request via online support ticket on 10/31/2016 to which we replied reminding him of the terms of his agreement and our Early...

Cancellation policy for members who are now medically unable to use the gym as instructed by their primary care physician. [redacted] submitted a medical note on 11/04/2016 signed by a Nurse Practitioner from a walk-in clinic that did not meet the requirements to cancel his membership prior to the completion of his initial term. We explained that he has the option to freeze his membership at a reduced medical freeze rate for as long as he would need to recover. We supplied all the information needed and offered to help while still upholding our agreement. When contacting ABC Financial on 11/16/2016, he was given the option to pay the remainder of his contract.  We are very sorry to hear that [redacted] is not feeling well. We attempted to accommodate his situation the best that we could with the information he provided. I apologize if [redacted] feels anything less than satisfied with our customer support as it was not our intention. The same day we received this complaint, [redacted] submitted a Proof Of Move document which qualifies him to cancel upon payment of 10% of his total contract price. To cancel his membership, we must receive payment for the past due amount of $74.88 plus 10% of his total contract price $33.16 totaling $108.04. We hope he feels better soon and when his health improves, we hope he chooses to rejoin with us.

We have settled this matter directly with [redacted]  Thank you.

I have thoroughly looked into [redacted] situation. We only want our members happy, we have made the exception to issue [redacted] a credit card refund of $83.84. We hope this helps! We love having [redacted] a member with us and for being part of our Jersey Strong family!

Complaint: [redacted]
I am rejecting this response because:     I went to preview the gym after work.  I did not have my glasses with me.  I made it VERY clear that I wanted nothing but a basic membership so I could use the treadmill.  I had rotator cuff surgery the previous November and was physically unable to use any weights or do any of the boot camp classes and I made that very clear to the associate I met with.  So, is WOW trying to tell me I signed up for something I couldn't physically use?  That's ludicrous.  WOW has a long history of overbilling and ripping off customers.  That's why they have hundreds of complaints.  Their business model depends on members not showing up and then harassing them and overbilling them when they try to leave.   
Regards,
[redacted]

At this time, all expired training sessions on [redacted] WoW membership account have been reissued.  [redacted] currently has 9, 1/2 hour personal training sessions available to be scheduled.  [redacted] may contact her local WoW at [redacted], or she may stop by to schedule these...

sessions at her convenience.We hope these training sessions will help [redacted]r continue living a healthy lifestyle. [redacted] and/or [redacted] may speak to the Personal Training Department if they have any questions regarding a future training package.  We hope this helps!

I am sorry to learn of the experience that you had. I was not present for the conversation that transpired when you signed up, but I am happy to clear up any confusion. Each membership agreement has an Annual Membership Fee associated with it. [redacted] Annual Membership Fee date was...

originally February 1st of every year. The new membership agreement she chose to enroll in to lower her dues on 2/04/2017 has an Annual Membership Fee date of May 1st. Though I understand that [redacted] may not have understood that enrolling in a new agreement does not relieve her of her contractual fees, we will make an exception. To keep her as a happy member, we will make the exception to refund the Annual Membership fee billed on 2/01/2017. We hope this helps! Please note, the next Annual Membership Fee bill date will be 5/01/2017.

Complaint: [redacted]
I am rejecting this response because:as I stated in my first comment. I was never contacted by phone or email or mail from anyone at the wow. I called the wow gym and to find out they have an incorrect email in file. I never provided an email as I signed up for the membership over the phone and the rep did not ask me for an email. If the membership was canceled in October 2015, why am I finding out about it 9 months later from a collection agency? 
Regards,
[redacted]

We have thoroughly looked into [redacted] WoW membership account and we have been in correspondence with our billing department, [redacted]. We have found no evidence that indicates these charges were causing by our billing method. As a courtesy, we will give [redacted] one free month of...

membership to keep her as a happy member.

[redacted] membership was cancelled on 10/31/2015 due to the outstanding balance.  After several attempts to contact [redacted] by phone, with no response, [redacted] membership was sent to collections. I will be happy to speak to [redacted] to resolve and due to her misunderstanding, waive any late fees applied to her account.  We hope this helps! We would like to make [redacted] a happy WoW member again!She may reach me directly at [redacted] during regular business hours.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

I have thoroughly looked into [redacted] account with us and on 4/4/2016 he was enrolled under a 12 month VIP membership agreement. This agreement is not eligible to be cancelled until the completion of the initial term.  We would never not disclose or hide anything from our members....

 The Annual Membership Fee is clearly stated on the first page of [redacted] membership agreement with us. Also stated in his agreement with us, [redacted]i was set to be billed a monthly dues rate of $44.99 + sales tax, totaling $48.14 per month.  However, we do understand that [redacted]i is currently a student and we have made the exception to cancel his membership prior to the completion of the initial term.  We hope this helps!  If [redacted]i changes his mind and would like to remain a member, we will happily place his account on a $0 freeze while he is away at school, so he may keep his current dues rate and use the club when he is home from school.  If [redacted]i would like to remove the cancellation and freeze his membership, he may contact me directly at[redacted], during regular business hours.  I have attached a copy of his signed member agreement for review and to keep for his records.

We have thoroughly looked into this for [redacted]. O 12/31/2014 [redacted] enrolled on a membership that has an Initial Term of 12 months. [redacted]'s membership cancellation cannot take effect until completion of the Initial Term. We have received [redacted]'s cancellation notice dated Sep 28 and her...

Membership is set to cancel on 12/31/2015. [redacted]'s last billing date will be on 12/1/2015. We hope she comes in today to enjoy the club!

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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 long the company Wow will send me a confirmation in writing by mail. Thank you
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have not received the refund.
Regards,
[redacted]