Jersey Strong

I have read [redacted] response and I am sorry to hear that she feels this way.  As previously explained, [redacted] membership agreement is available to her at anytime, on our website.  [redacted] acknowledges that she is aware of her agreement with WoW by her use of the club, as well as by submitting a cancellation request.  As stated in [redacted] membership agreement,  "This contract is subject to cancellation at any time by written notice sent by registered or certified mail, return receipt requested to: WoW Work Out World, Attn: Membership Cancellation, [redacted] or personally delivered, to the WoW location listed on the front of this Agreement, upon the Member’s change of permanent residence to a location more than 25 miles from the health club or an affiliated health club offering the same or similar services and facilities at no additional expense to the Member. In a cancellation based on change of permanent residence to a location more than 25 miles from the club or an affiliated health club, WoW shall require proof of the new permanent residence and shall retain a prorated share of the total contract price based upon the date the notice was received plus reimbursement for expenses incurred in an amount not to exceed 10% of the total contract price."As [redacted] new home address is located within 25 miles of our Wall club, she is responsible to fulfill her initial term.  [redacted] is responsible for the terms & conditions stated in her membership agreement.  [redacted] membership and XLab agreements are set to be cancelled on 11/30/2016, upon completion of her initial term.

If [redacted] had reached out to us at that time, we would have been more than happy to assist her and avoid this situation. We will remove her account from collections and waive the remaining balance. If [redacted] is looking for a health facility in the future, we hope that she chooses to rejoin with...

us.

We have looked into this for [redacted] and according to our records, on 2/15/2017 she enrolled under a membership with an initial term of 12-months.  Any months during the initial term that [redacted] placed her membership on freeze will not count towards the initial term of the...

agreement.  [redacted] membership was on freeze beginning 6/1/2017 until 9/30/2017 which is a total of 4 months.  [redacted] membership cancellation cannot take effect until the initial term is complete.  At this time, [redacted] has completed a total of 6 months of her initial term.  A cancellation has been applied for the end of the initial term.  [redacted] membership is set to be cancelled on 6/30/2018.  We have notified [redacted] of our Medical Freeze policy, allowing her to freeze her membership at just $4.99 + tax, until further notice.  If [redacted] would like to freeze her membership she may do so through our online support desk.  If [redacted] would like to submit documentation from her healthcare provider we will be happy to further review her request for a medical cancellation.

As stated in [redacted] agreement with us, an Annual Membership Fee of $49.99 + sales tax will be added to her membership dues on the 1st of October, each year that she is a member.  Although [redacted] continues to make cash payments at her local Jersey Strong location, she...

continues to accrue a past due balance on her account with us. I have attached a record of the charges and payments applied to [redacted] account beginning 9/1/2016.  At this time, [redacted] account has a past due balance of $128.71.  This balance includes a portion of her August membership dues, her September & October membership dues and the Annual Membership Fee billed on 10/1/2017.  Also included in the balance are the late fees applied to the account.  Please note, the late fees have been applied to [redacted] account on the 17th of each month.  We have made an exception to waive all outstanding late fees remaining on [redacted] account.  Her balance after this adjustment has been lowered to $103.71.  We hope this helps!At any time, if [redacted] has questions regarding her Jersey Strong account, she may submit a request to our online support desk at [redacted]  [redacted] may also contact me directly at [redacted] if she has questions regarding the attached statements.

[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]

Attached is [redacted] signed agreement.

This situation has been resolved satisfactory with the member.

I am Mary R[redacted] assistant and I reviewed [redacted] inquiry with Mary.  I do apologize if [redacted] was not aware of the Annual Membership Fee and monthly freeze fee.  As previously explained, [redacted] membership agreement was available to him at the time of enrollment or at anytime thereafter by logging onto our member portal.  [redacted] may contact our office at anytime by submitting a request to our online support desk at support.workoutworld.com.  If at anytime [redacted] requested a copy of his membership agreement, we would have be happy to provide one.   At the time of [redacted] enrollment at WoW, we did not offer a Basic membership.  On 5/16/2016 WoW offered a Base membership, billed at $21.39/ month.  This is the membership [redacted] was enrolled under. The Base membership includes a 12 month initial term, access to one WoW location and access to large group training classes.  During the month of May 2016, the Base membership was the lowest membership option available.  If [redacted] is interested in lowering his monthly membership dues to our current offer of a Basic membership, he may do so by submitting a request to our online support desk.  All members who wish to downgrade to the current Basic membership promotion will be responsible for a downgrade fee of $99 + tax.  The downgraded agreement will include a 12 month initial term and a new Annual Membership Fee of $49.99 + sales tax, billed at month #3 of the downgraded agreement.  For further details, [redacted] may submit a request to support.workoutworld.com.

I have thoroughly looked into this for [redacted]  According to our records on 4/29/2015 [redacted]r enrolled in a personal training agreement, with an initial term of 12 months.  [redacted] confirmed her knowledge of this agreement by making payments and using the sessions provided. [redacted]...

[redacted] was notified through email, if she purchased the [redacted]e training package with a lesser  initial term, her monthly payment would have increased.  [redacted] was billed monthly training payments of $197.  The [redacted]e package, with a lesser initial term, would have been billed at $250/month.  According to our records, [redacted]r paid a $37 processing fee, 6 months of payments at $197, and a 10% payment to cancel prior to the completion of the initial term at $240.10, for a total payment of $1,459.10.  If [redacted]r was enrolled in a lesser term for the 6 months of payment and the $37 processing fee, [redacted]r would have been responsible for a total payment amount of $1,537.We do understand [redacted]r's frustration and we have added 4 personal training sessions to her account with us.  The sessions may be used by [redacted]r at a later date, or the sessions may be gifted to a friend or family member.  We hope [redacted]r is able to use these 4 training sessions!

We have thoroughly looked into this for [redacted] and see that we corresponded with [redacted] via email, answering a question regarding personal training and never received a response back from her after we answered. [redacted] has used nearly all sessions that she paid for since sign up for each month, and is responsible for these payments and this contract agreement.

We have thoroughly looked into this for [redacted] and see that she was issued a credit card refund on 5/11/15 for $116 . We see this case has been solved satisfactory.

We have thoroughly looked into this for [redacted]. 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. The Annual Membership Fee is for the prior months of your membership with WoW. At this time there is no refund that is due to [redacted].

[redacted] has been scheduled to work with a new trainer and this situation is resolved.

According to our records, on 6/1/2011 [redacted] was enrolled under a WoW VIP membership agreement.  Due to the outstanding balance of $108.35, on 7/25/2013 [redacted] membership was cancelled and sent to collections.  [redacted] has since paid the collections balance....

 She has not incurred any further charges for her membership.  As explained through our online Support Desk, the [redacted] ending [redacted] has been billed for [redacted] WoW membership account.  There has been no cancellation request has been received for [redacted] WoW membership account.  After [redacted] was advised of [redacted] active account with us she questioned the outstanding balance, stating she has been paying for [redacted] membership each month.  A response was not sent to her inquiry as we are replying through this open case.  Currently, there is an outstanding balance of $107 on [redacted] WoW membership account.  The balance includes [redacted] March 2016-June 2016 membership dues of $26.75.  We were initially in receipt of payment for these charges.  However, on 6/23/2016 we were in receipt of credit card disputes for the months of March-June 2016.  The disputed charges have now been applied as an outstanding balance on [redacted] account with us. I have attached a copy of [redacted] agreement with us.

We have thoroughly looked into [redacted] situation. We see that [redacted] was sent to collections in February 2006 for $168 due to non payment. We want to help [redacted] the best we can, so we have made the exception to clear him of this debt and remove him from collections! We hope this helps,...

and when [redacted] is looking for a health club in the future we hope he keeps us in mind!

[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 investigated our records for [redacted] and on 2/1/2017 she enrolled under a personal training agreement with an initial term of 12 months.  As stated in her agreement with us, [redacted] personal training agreement cannot be canceled or altered in anyway during the...

initial 12 month term.  Please note, WoW does not offer a 30 day trial period on our agreements.  However, upon review of [redacted] request with one of our owners, Mary R[redacted], we have made an exception to downgrade [redacted] personal training agreement to our current offer of 4 sessions per month, for 12 months.  The original agreement has been cancelled and the new agreement has been added to her account.  We have responded to an online support ticket submitted by [redacted] to advise of the account adjustment.  [redacted] will be responsible to sign the downgraded agreement.  I have attached a copy for her convenience.

[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 investigated our records and we were not in receipt of a prior cancellation request for [redacted] WoW membership accounts.  As stated in their agreements with us, all cancellation requests must submitted in writing either through our online Support Desk...

or by Registered/Certified US Mail.  As a request was not received, their memberships remained active and have been billed accordingly.  At this time, [redacted] has an outstanding balance of $72.22 remaining on his WoW membership account.  This balance includes his September membership dues and Annual Membership Fee of $53.49.  [redacted]' account with us currently has an outstanding balance of $7.22 for her September membership dues and Annual Membership Fee.  [redacted] WoW membership account also has an outstanding balance of $72.22 for her September membership dues and Annual Membership Fee. We will make the exception to waive the outstanding balance remaining on each of the accounts.  [redacted], [redacted] WoW membership accounts have been cancelled and will not be billed again.

Complaint: [redacted]
I am rejecting this response because:I recieved no correspondence from WoW until recieving a call from a collection agency. Please confirm all contact information. How can a collection agency reach me however the gym I joined can not?
Regards,
[redacted]