Jersey Strong

We have thoroughly looked into this for [redacted]. We see that [redacted] attempted to cancel his account in February of 2015, however, due to freezing we were unable to process this cancellation until 12/1/2015. When a member freezes their account, their initial term is extended the amount of months that were frozen. After revisiting ** [redacted] membership, I see that his account was about to go into collections due to non payment. The exception was made as of 8/20/15 to clear his balance and cancel him immediately, we hope that this helps Mr Siuksta and if he is looking for a health club in the future we hope he keeps WoW in mind!

We have thoroughly looked into this situation. We see that [redacted] signed an agreement that stated she was entitled to pay for 6 sessions of Personal Training on July 23, 2014. In this contract we state [redacted] is able to cancel before midnight of the third operating day, which she did not....

Work Out World is more than willing to contact [redacted] personally so she can finish the rest of her 4 PT sessions, the Director of Personal Training is eager to find a trainer that best fits [redacted] so she can accomplish her fitness goals. At this time no refund is do for this case. [redacted] can contact me personally at [redacted] and I will be more than happy to further assist her so she can take advantage of her 4 PT sessions. We hope this helps!

We have thoroughly looked into this for [redacted] and have found her previous cancellation request. We apologize for any inconvenience and are happy to be able to fix this immediately. [redacted] balance of $156.80 is cleared and her account has been terminated. We hope that when [redacted]s...

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

When [redacted] was training steadily and would run out of sessions, he would purchase packs of sessions at a discounted rate to supplement this training. He has been billed for his recurring service on the 15th of each month for this Personal Training agreement from 11/15/2014 until 5/15/2017 as he will see on his credit card statements. As stated in [redacted]’ agreement, “In the event You do not cancel, Your personal training addendum will renew month-to-month until canceled.” [redacted]’ agreement also states “Member’s failure to make use of services shall not relieve the Member of the financial obligations under this Addendum.[redacted] has been billed in accordance to his agreement. No refund is due. His trainer has been in contact with him to use his sessions.

[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.   Thank you for the prompt response.Please share with the business that I also spoke with the collection agency and advised them it had been resolved through this effort.  She laughed and said she would call me in a week as the collections efforts would not likely be cancelled as noted.  The contact there is Mrs W[redacted], [redacted]  I expect that I should not hear from her or the agency again, please.  Thank you!
Regards,
[redacted]

I have thoroughly investigated this for [redacted] and there is no record of a cancellation request received for [redacted]'s WoW membership account.  We have replied to all inquiries submitted by [redacted] to our online Support Desk.  We have explained to [redacted] that she may...

submit proof of a prior cancellation request and we will further review her account with us.  I have reviewed the inquiry with one of our owners, Mary R[redacted].  Mary does not normally do this, but she will take [redacted]'s word that she attempted to cancel her membership in 2014.  Mary has made the exception to waive the balance on [redacted]'s account and remove her file from collections.  We hope this helps.  If [redacted] is looking for a health club in the future, we hope she keeps WoW in mind!

We have thoroughly reviewed this inquiry for [redacted] and as stated in his agreement with us, [redacted] may cancel his membership at anytime after the completion of the initial term, by providing at least 15 days written notice.  According to our records, [redacted] submitted a...

request to cancel his membership with us on 10/30/2017.  His request was immediately processed in accordance with our 15-day cancellation policy. [redacted]'s membership was cancelled on 11/30/2017.[redacted]'s Annual Membership Fee is not billed for a prior or future year of membership.  It is simply a fee billed on a preset date, each year that his membership is active. Because [redacted]'s membership with us was active on 11/1/2017, he was billed for his November membership and Annual Membership Fee.  Although [redacted]'s account has been billed in accordance with the terms & conditions of his agreement with us, we will make an exception to issue a credit card refund in the amount of $53.43, for the Annual Membership Fee paid on 11/1/2017.  We hope this helps!  Please note, the refund may take several business days to be reflected on [redacted]'s account. We hope [redacted] will continue living a healthy & fit lifestyle!

We appreciate your patience while we have thoroughly reviewed [redacted] inquiry.  According to our records, on 4/14/2017 [redacted] enrolled under a personal training agreement with an initial term of 12-months. Her personal training agreement cannot be cancelled until the initial term...

has been complete.  We would never hide or not disclose information from our members.  On the first page of [redacted] personal training agreement with us, under the section titled "Monthly Addendum Option" it states "You may cancel after the expiration of your remaining addendum term..."  At this time, [redacted] has completed a total of 3-months on her initial 12-month term. Although [redacted] is responsible for the full term of her agreement with us, we will be happy to make an exception for her to downgrade her personal training package.  If [redacted] would like to downgrade her agreement to our package that includes 2 personal training sessions per month, she will be responsible for 9 additional monthly payment in the amount of $99.99.  I have noted [redacted] account of this exception and she may downgrade her agreement at her local Jersey Strong location.

Complaint: [redacted]I am rejecting this response because: I had closed my account, which is why 4 months without charges was to be expected. The card had been updated for [redacted] account according to WOW workout world, and this complaint is completely separate from that issue, other than to serve as evidence that WOW had my updated Bank card on file. Why has WOW offered and rescinded a credit on this account, I do not know. I am not the first client that has been taken advantage of in this matter, as WOW has settled Class Action Lawsuits over the exact same issue. AGAINI am owed my dues starting from when my account was closed, Bank overdraft fee (2x) any irrelevant late fees as per WOW's calendar Additionally, I would like a prompt response to my August request for [redacted] account to be closed without penalty due to her moving out of state. Additionally a prompt response to my August request for [redacted] account to be closed without penalty due to her moving out of the area.   ADDITIONALLY I am owed the difference for the months that my sisters account was taken off of freeze intermittently without cause or explanation; Regards,
Regards,
[redacted]

We understand that [redacted] is asking for a refund for all the months that she signed up for, however, we have record of [redacted] stating "I signed up for a membership.." I also see notes on [redacted]'s account from 4/30/15 stating "please have member E-sign agreement at club. In conclusion, I have notes on her account from 6/1/15 stating "member E-signed agreement."

On 7/01/2016 at approximately I spoke with [redacted] on the phone. This matter has been resolved satisfactory.

We finally received a refund from Work Out World. Thank you very much forintervening on my behalf.
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]

According to our records, on 4/07/2016 [redacted] enrolled in a WoW membership agreement with an initial term of 12 months. We received [redacted]'s Online Support Ticket request to cancel his membership on 6/14/2016 to which we replied reminding him of his initial term and set him to cancel at the end...

of his initial term.  [redacted] also has the option to freeze his WoW membership account, so that he does not get billed the full monthly price while he cannot use the gym. Due to his situation, the owner Mary R[redacted] will be more than happy to make an exception for [redacted] may cancel his agreement prior to the completion of his initial term upon payment of an Early Cancellation fee totaling $249. We hope this helps!

This issue has been resolved directly with Ms. [redacted].

We have thoroughly looked into this for [redacted]. However, as I said before we pride ourselves in our clubs and by simply walking into your facility anyone can see that it is in great condition because of the money and time our company puts into keeping 80,000+ members happy and healthy. We are not issuing a refund for an Annual Maintenance Fee. We of course only want our members to be happy, so at this time we are allowing ** [redacted] 1 month free! ** [redacted] can expect her next bill of $19.99 +7% tax to come out on 6/1. We hope that ** [redacted] comes in today to enjoy the club!

According to our records, [redacted] enrolled in a WOW membership account with an initial term of 12 months on 8/30/2015. On 10/14/2015 we received a cancellation request via Online Support Ticket for [redacted] account at which time we reminded her of her initial term and explained the...

cancellation policy. [redacted] WOW membership account was set to cancel at the completion of her initial term. On 11/02/2015 we received a Membership Freeze request via Online Support ticket at which time we explained that memberships cannot freeze and be set to cancel at the same time. We asked [redacted] how she would like to proceed and we did not receive a response. On 12/03/2015 we received an Online Support Ticket from [redacted] asking why she was being charged if the account was set to cancel. We explained that her membership is still in term and gave the date of her cancellation. [redacted] replied asking to freeze her membership until June 2016. We explained that her initial term would be extended by the freeze period and we adjusted the cancellation date accordingly. At this time, [redacted] has completed 4 months of her 12 month agreement. She may continue to freeze her membership for as long as needed. When she is ready to start using her membership again, she may unfreeze her membership at anytime to complete her agreement with us.

I have thoroughly investigated this inquiry.  As stated in [redacted] membership agreement, "As a dues paying member you are entitled to cancel this contract at any time after the initial term by giving a full 30 days written notice from your next billing date."  I have reviewed our...

records and I am unable to locate a written cancellation request received for [redacted] WoW membership account.  As no cancellation request was received, [redacted] membership continued to bill.  Please know[redacted] is responsible for the cancellation terms & conditions stated in the agreement signed.  However, we will take [redacted] word that she attempted to cancel her membership with us.  Upon enrollment in a new membership agreement, we will waive the remaining balance on [redacted] previous WoW membership account.  We will then be able to remove [redacted] from collections. [redacted] may rejoin under a current promotion by contacting me directly at [redacted]  We hope this helps!

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 **3** of your membership and then annually thereafter..." We would never not disclose or hide anything from our members. However, since you were not aware of the annual membership fee, even though it is stated in your membership agreement, Mary does not normally do this, but she will allow a credit card refund in the amount of $53.49.

We would never not disclose or hide anything from our members.  [redacted] WoW membership agreement was available to him at the time of enrollment upon request or at anytime by logging into our member portal.  The Annual Membership Fee is stated on the first page of [redacted]...

membership agreement, and it is clearly disclosed.   As stated under the heading "About This Membership", "An Annual Membership Fee of $49.99 will be assessed to your membership and billed once per year starting at month 3 of your membership and then annually thereafter..." [redacted] account has been billed in accordance to his agreement with us.  I have attached a copy of [redacted] membership agreement for his review and to keep for his records. According to our records, on 8/31/2016 we received a request through our online Support Desk to freeze [redacted] membership from September 2016 through January 2017.  In our response dated 8/31/2016 we advised [redacted] that his membership was set to be frozen beginning 10/1/2016 through 1/31/2017 and his account would be billed our reduced Student Freeze Rate of $4.99 + sales tax, per month of the freeze.  Although we do require 15 days notice for all freeze requests, we try our best to honor the member's request when we are able.  As [redacted] freeze request was received on 8/31/2016 and his September membership dues were set to be billed the next day, our billing software would not allow an adjustment to this charge; therefore, we froze [redacted] account for the following month.  However, we have issued an account credit in the amount of $16.05, for the difference of [redacted] September membership dues and the student freeze fee.  We hope this helps!At anytime, if [redacted] has questions regarding his WoW membership account, he may simply submit a request through our online Support Desk by visiting support.workoutworld.com.  We will be happy to assist [redacted] in anyway that we can.

We have thoroughly looked into this for [redacted]. At this time [redacted]'s membership is not eligible to be cancelled. A cancellation cannot be submitted before the initial term is complete. [redacted]'s cancellation has been submitted as of 12/31/2015 due to freezing the membership. The last...

billing date will be on 12/1/2015. The freeze has been removed. A member cannot be on freeze and cancel at the same time. We encourage [redacted] to come into the club today and take advantage of his great VIP membership!