Jersey Strong

Complaint: ***
I am rejecting this response because:It is ridiculous that WoW has responded ONLY after we've filed a complaint with Revdex.com, and has not attempted to contact us previously nor reply on the certified mail we sentThis says everything about their disrespect of their customers and the abysmal quality of the customer serviceAfter waiting for two months for WoW to reply their only resolution to this issue is to downgrade by one step to a package of personal training sessions a monthUnacceptableEither completely cancel the personal training contract or downgrade it to personal training sessions per monthI need explanations of the monthly charges: every month WoW bills my credit card in two installments - $and $What each one is for?
Regards,
*** ***

We have thoroughly looked into this for ** ***We see that she enrolled in a personal training package on 5/1/15, this is a month contract, $a monthDue to ** ***'s personal situation we were trying to adjust the package for her and give her a lower rateWe offered to reduce her
personal training package to $a monthWe deemed this as fair considering ** *** signed a contract with usWhat we will do for her is cancel her PT contract immediately in hopes that this will relieve any stress she's currently underPlease know that ** *** is responsible for her past due balance of $223.40, and must be paid to avoid going to collections in the future

I would love to help ** *** with his questions and concerns, he can reach me directly at *** *** *** so we can solve this immediately

[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 *** and find that this resolution is satisfactory to me
However, I will be monitoring the cleanliness as well as the maintenance of the machines. If I feel that these things are not to my satisfaction, I will be cancelling my membership and will be sure to pass on the information to the staff members I work with who attend this facility or who are thinking of joining this facility.
Regards,
*** ***

We have thoroughly looked into this for ** ***The Annual Membership Fee is stated on the first page of your membership agreement, and it is clearly disclosedIf you take out your membership agreement, it is stated under the heading "about this membership" and states," an annual membership
fee of $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 membersWe see that ** *** was charged this fee on 4/1, and will be charged every April moving forwardWe do not issue refunds for this feeWork Out World works around the clock to ensure each member has the best experience a health club has to offer, and we thank ** *** for being a caring member by bringing her concerns to our attention

[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 *** and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
I was charged not the as stated in the previous emailI am not satisfied with the "maintenance" that wow claims is being upheld in the facilityThis is the same maintenance that I was charged forI do not feel that I should have to pay the maintenance fee or I should be reimbursed for it because of the unsatisfactory maintenance to the equipment as well as the cleanliness of the facilityAs attached my previous complaint the machines are NOT being maintained! I would like to be reimbursed for this maintenance fee.
Regards,
*** ***

We have thoroughly looked into this for ** *** We see that in October of 2014, ** *** agreed to a new month term agreement and was updated to a VIP member** *** is still in term until October of We see that ** *** is currently past due
in the amount of $We do not normally do this, however, we have made the exception to clear ** *** debt and cancel her immediately as requestedWe hope this helps her out, and when she is looking for a health club in the future we hope she keeps us in mind!

We have thoroughly looked into this situation** *** membership was terminated in receipt of his request on December 3, We did not receive a cancellation request priorAll memberships continue on a month to month basis after the initial term is met, if we do not receive a cancel than we
are under the impression you are happy with being a member at WoW and wish to continueWe hope that ** *** can understand where we are coming from but at this time no refund is due, his account was billed accordingly for November, December and January

We have thoroughly looked into this for ** *** We see that ** *** went into Work Out World on March 23, to sign up for a personal training package with our personal training manager of our Manalapan location** *** signed up for a contract that consists of (30min)
sessions a month, with a monthly rate of $a monthAfter reviewing ** ***'s personal training history, we see that she is in on a regular basis to train, her dedication is impressive judging by the sessions that she has used and continues to use each month, which makes WoW extremely happy and proud of her achieving her fitness goalsAs we would never want to financially burden any of our members, we are willing to lesson her monthly packageSince she is in term, we are not able to cancel this contract, instead we will allow her to drop down to sessions a month which is $amonth, and this also includes unlimited X-Lab! We hope that this helps, and ** *** continues with her health and fitness goals!

We have thoroughly looked into this for ** *** and see that this case has been solved through our Zendesk Customer SupportAll memberships are continual until a cancellation is received as stated in each member's agreement, we did not receive a cancellation for ** *** membership so it
remained active on a month to month basis** *** account was cancelled when we received the request on 4/10/** *** account was past due in the amount of $and we made the exception to clear this balance

I have thoroughly investigated [redacted] account history with us.  [redacted] month -to-month membership agreement was cancelled on 12/31/2015, as requested.  [redacted] was notified through email on 12/16/2015 of the cancellation date....

 [redacted] was advised she will be responsible to purchase a $15 Guest Pass, each time that she would like to use her X-Lab Perks. On 12/17/2015 a credit card refund, in the amount of $39.99 was issued to the credit card listed on [redacted] membership with us.  This refund was issued for the overpayment made on 12/2/2015.  [redacted] was notified of this refund on 12/17/2015.[redacted]s X-Lab agreement is set to be cancelled on 6/1/2016, upon completion of the 12 month initial term. Please let me know if you have any further questions regarding this inquiry. Thank you!

According to our records, at no time did we receive a cancellation request nor was a "penalty" charged to [redacted] WoW membership account. If he would like to submit proof of payment for the "penalty" charged, we will be more than happy to look further investigate for him. We had attempted to...

contact [redacted] regarding his account to which we received no response. After numerous attempts, our letters were returned to sender with no forwarding address. If [redacted] would like to rejoin WoW, we will be more than happy to waive his Collections balance at the time of sign up. We hope this helps clear up any confusion!

We appreciate [redacted] patience while our records were being updated.  We have removed [redacted]' contact information from our records and I have verified that he will not be contacted again.  We do apologize for any inconvenience this may have caused.

[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 apologize if [redacted] was given any impression other than WoW valuing the business she chooses to do with us.  We are a family owned and operated business since 1992 and have over 70,000 members. In this day and age of computers, we typically accept and reply to member inquiries through our...

online help desk.  We have found this is the best way that we can properly track and respond to all member inquiries. I have thoroughly reviewed [redacted] and [redacted]'s memberships with WoW.  On 6/20/2017, they upgraded their memberships to our current VIP+ membership plan.  When upgrading their memberships, the prior agreements were cancelled and they were each enrolled under a new membership agreement.  The VIP+ membership plan that they each enrolled under includes a new Annual Membership Free 3 months from enrollment, a 12-month initial term, new access permissions and an entirely new billing structure.   Please note, the Annual Membership Fee is something all WoW members pay on a pre-set date each year.  The fee is not applied to the prior or future year of membership.  Our Team Training class is not included in the VIP+ membership plan.  At this time, Team Training is available to all members who purchase a separate Personal Training package.  Although [redacted] and [redacted] have not enrolled under a personal training agreement, we will be happy to make and exception to add Team Training to their memberships, at no additional cost.  We hope this helps!  [redacted] and [redacted] now have access to our Team Training classes.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]i had complained numerous times to location about babysitting and if they never reached out to their bosses to save themselves this is not my fault this location charged me 4 different charges I disputed 2 and payed 2 they are double charging I demand a refund from collections this is a joke

[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 just want to get confirmation that my membership has been cancelled with the business of Work Out World and that I will not be billed in accordance with the statement received from the business on this complaint. Has Work Out World already gone ahead and cancelled my membership or must I speak to a representative at [redacted]Work Out World's billing company) about my issue? When I get confirmation that my membership has indeed been cancelled via the email associated with my Work Out World membership, then I will deem my complaint resolved. Until then, I need this confirmation and instructions on how my membership has been cancelled. I have also contacted the phone number at the extension provided and left a message. I have also left my contact information in the message if you must contact me.If not, my email is: [redacted] or by phone at: [redacted]
Regards,
[redacted]

After revisiting [redacted] situation and seeing that she is unhappy with our resolution to receive 6 months for free, we will allow a refund check to be sent to her address in the amount of $232. We have added October's bill back into her account and charged her credit card on file for October's...

monthly dues of $21.39 since the billing freeze was removed and we are sending a refund check instead. [redacted] account is set to be cancelled after her initial term on 12/31/15. We hope this helps!

Please disregard my email from yesterday. When I got home from work yesterday, I got the check from WOW in the bank.  Again, thank you so much for all your help.  - [redacted]
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]