Jersey Strong

We have thoroughly looked into this for [redacted] The charge that he is referring to is his Annual Maintenance Fee. 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[redacted] of your membership and then annually thereafter..." We would never not disclose or hide anything from our members. I see that this was explained to [redacted]r via email when he first inquired about it on April 24, 2014. The $25 charge back fee is the fee WoW is billed every time a member charges back, so we add that to the member's account as well.

As stated in [redacted]'s agreement with us, under our 3-day cancellation policy, "You may cancel this contract at any time before midnight of the third operating day..."  "If you choose to cancel this contract you must either: (1) Send a signed and dated written notice of cancellation by registered or certified mail, return receipt requested to: Jersey Strong, Attn: Cancellation, [redacted]; or (2) Personally deliver a signed and dated written notice of cancellation to the Jersey Strong location listed on the front of this Agreement."  As a written cancellation request was not received within the 72-hour cancellation period, [redacted] is responsible for the full term of her agreement with us. [redacted]'s membership agreement is available to her on our member portal. She may follow the prompts for Register by visiting the following site.  [redacted]This information was available to [redacted] at the time of her enrollment with Jersey Strong. In addition, a copy of [redacted]'s membership agreement was emailed to her on 11/8/2017 at 9:50am. We hope [redacted] comes in to enjoy her membership today!

We have thoroughly looked into this for [redacted]. I see that the charge he is referring to is a bill that was placed into his account after ** [redacted] charged back with his credit card payments that he was responsible  for, his September 2014 dues, and his Annual Maintenance Fee....

This dispute was placed on 12/18/14, and we added the bill after he won on 6/30/15 plus a $25 charge back fee. This fee is what WoW is billed when a member submits a charge back, so this is put back into the member's account. ** [redacted] was billed accordingly to his agreement and was cancelled out as of 11/30/14.

We have thoroughly looked into this situation. [redacted] membership agreement allows him to have one month free of boot camp, and he can cancel at any time so he is not billed after the free trial. On October 1 since we did not receive a cancellation, [redacted] was billed $29.00 which is a...

separate payment from his regular monthly dues of $12.50. We received a cancellation on 10/9/14 in which his boot camp was terminated immediately. On 12/1/14 we see that [redacted] was billed $49.99 for his Annual Membership Fee. The Annual Membership fee is stated in your membership agreement and is something that every member pays four months from when the membership contract began. You will not be charged this fee again until the following year. The Annual Membership fee will continue to be billed one time per year. Of course we do not want any of our members unhappy. At this time we will return $29 to [redacted] credit card on file. We hope this helps, and he comes in today to enjoy the club!

We apologize if [redacted] may have misunderstood the cancellation policy. As stated on the contract signed by [redacted] and [redacted], "As a Dues Paying Member you may cancel your membership at any time after expiration of the Initial Term by giving at least 15 days written notice before the 1st day of the next month." We have record of each of [redacted] Online Support Tickets showing that she was explained this policy as well as how a freeze period would affect her cancellation date. Each of the Support Tickets was answered within 1 - 2 business days upon receipt. We would like to help in anyway that we can. If [redacted] is unable to utilize this membership, we will allow her to transfer the membership to a family member or friend.

According to our records on 1/9/2014 [redacted] was advised of our cancellation policy through our online Support Desk.  At that time, members were required to submit all cancellation requests in writing by Registered/Certified US Mail.  I have thoroughly investigated [redacted]...

account history and there is no record of a cancellation request received for her WoW membership account.  As a cancellation request was not received, [redacted] account with us remained active and was billed accordingly.  Due to the outstanding balance remaining on her account with us, [redacted] membership was cancelled on 6/25/2014 and sent to collections. I apologize if [redacted] did not receive our prior past due balance notifications.  We have made multiple past due telephone and email notifications.  [redacted] collections balance includes 3 months of membership dues, a collections fee and any applicable late fees applied.  I have reviewed [redacted] inquiry with one of our owners, Mary R[redacted]  Mary does not normally do this, but she will remove [redacted] from collections upon receipt of a payment in the amount of $77.77.  [redacted] was initially advised this offer was only valid if she chose to rejoin.  Mary would like to extend this offer to [redacted], even if she chooses to not rejoin.  Mary would like to take this offer one step further!  If [redacted] would like to rejoin under a current WoW promotion, Mary will waive any remaining collections balance!  [redacted] may contact me directly to either make a payment of $77.77 and remain cancelled or to rejoin under a current promotion.  I can be reached at [redacted] ext 145, during regular business hours.

Complaint: [redacted]
I am rejecting this response because:
I was not given an opportunity to read that contract, never received a copy of the contract, received a contrary oral representation from Stephanie (who, upon information and belieg has since been fired bc of issues related to dealing w customers), and therefore that provision is legally not enforceable.  I signed a electric pad.  I did not agree to pay this fee.  I believe this is not only a violation of the Consumer Fraud Act but is also a deceptive business practice.  Wow recently settled a class action lawsuit involving similar claims.  The contract is not legally binding.  I was not advised and did not agree to pay any such fee, and in fact was told it was $20 a month plus tax, no contract, no other fees, and it could be cancelled at any time.  Again, I am respectfully requesting the annual membership fee be refunded.  Thank you.  
Regards,
Nicole Tierney

I have read [redacted] response and I am sorry to hear that she feels this way.  We would never withhold a member's agreement.  I do apologize if she did not receive our initial email.  At anytime, we would have provided [redacted] with a copy of her agreement.  According to our records, [redacted] requested a copy of her agreement on 5/13/2016 and one was provided to her on that same day.  There is no record of a prior request.  [redacted] [redacted] is responsible for the terms & conditions stated in her agreement.  [redacted] [redacted] membership is set to be cancelled on 2/28/2017, upon completion of her initial term.

[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 even though I've heard otherwise the the student summer membership was actually 250$ by two staff memberships, I'll agree anyway and cut my losses. Thanks so much Revdex.com for the justice.
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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: First off,  the "freeze" situation mentioned in your last 2 responses is really of no relevance to my complaint.  However you chose to freeze my membership was not my choice- I simply asked to freeze the personal training contract and continue my daily cardio exercise. My real complaint is twofold.  First, your customer service is poor.  It is nice that you have changed your policy regarding returning phone calls, but I would be interested to know when this took effect.  I have a trail of emails from July 14 to 25, with 5 requests for a phone call back, to which I received none.   Second, your business practice to not inform your customers of all the fees and penalties associated with early cancellation ( when they sign a contract)is just plain bad business and borderline deceitful.  At this point,  I do not see that there will be a resolution to this issue and therefore would suggest that a compromise be made.  I am willing to accept a refund of 50 percent (158.50) to resolve this issue and drop my complaint.  I think that this is the right thing to do in the name of good business practice for a customer who has been in good standing for over 6 years and who has recruited multiple colleagues to join the gym during the years my husband  and I were members.  I am hoping that we all learned a lesson and can prevent this from being an issue with another member in the future.
Regards,
[redacted]

We would never hide or not disclose information from our members.  The $5 monthly dues increase and Annual Membership Fee are clearly disclosed on the front page of [redacted] WoW membership agreement. Under the heading titled "About This Membership" [redacted] agreement...

states, "This membership is subject to a $5 monthly dues increase upon completion of the initial term.." Also, under the heading "About This Membership", "An Annual Membership Fee of $49.99 will be assessed to your membership and added to your monthly dues at month four of your membership and then annually thereafter." [redacted] $5 monthly membership dues increase was scheduled to start on 9/1/2016.  If [redacted] would like to continue her membership with WoW, she may contact us for details on how to lower her monthly dues back to the original rate.  [redacted] may submit a request through our online support desk at support.workoutworld.com. As [redacted] WoW membership was active on 12/1/2016 her account was billed for the Annual Membership Fee.  [redacted] membership has been billed in accordance with the terms & conditions of her agreement with us, and there is no refund due at this time.  We are sorry to hear that [redacted] would like to cancel her membership with us.  We have entered a cancellation for 12/31/2016.  [redacted] will have access to the club until 12/31/2016.  We would like [redacted] to know that she has an exceptional membership dues rate.  Members are currently paying around $30/ month for a new VIP membership with WoW.  If [redacted] would like to rescind the cancellation of December 31st and continue on her low monthly dues rate, she may submit a request prior to 12/31/2016 to remove the cancellation date.

[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]

We have looked into this matter, the sessions are in [redacted] account and ready for him to use. His trainer is speaking with him. This matter is resolved.

We have thoroughly looked into this for [redacted]. I see that [redacted] signed a 12 month agreement with WoW in January 2015. Freezing is an option we provide to our members, because we understand that sometimes "life happens" and situations arise which may prevent you from using the club....

Rather than pay your full membership dues rate, the freeze fee is a low, minimal fee to keep your membership active until you are able to use the club. Monthly dues during the freeze period are $9.99 +7% sales tax per month. If [redacted] is a student, you may submit your student ID for the student freeze rate of $4.99 +7% sales tax per month. I would like to make sure [redacted] is aware that her membership term will be extended by the duration of the freeze period since she is still in term.If [redacted] would like to cancel early which is not something we do unless you are moving to a location that we do not have an affiliate within 25 miles or you are permanently disabled, we will allow [redacted] to submit a payment of $199 and she will be terminated 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 [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
There is nothing acknowledging the fact that my signature on the contract was forged. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:They are providing a wrong and false information. I have a letter from ww which was send to me on 1/26/2016 and it clearly says everything is settled and I have $0 due, then why every year they bring this issue and give to new collection agency. I don't know what is there intention but this is a harassment to me when you are are saying ZERO balance then how come you are giving new stories and giving my name to a collection agency. This is not acceptable and I need a final written letter from these guys that they will not do this again and my account is closed and I have to pay nothing. This company can't be trusted. I mean common company is sending a letter on there paper and after a year they are doing this again? whats going on its all fraud and they are making peoples life miserable instead of providing health. I am sure there doors will be closed soon. PLEASE SHOW THIS ATTACHED LETTER TO YOUR ACCOUNTS PEOPLE WHO ARE UNPROFESSIONAL.
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.
  I appreciate and accept  the monthly removal charge but I just hope they keep up with the maintence for that place. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
That is not true. I had account frozen for a few years now and before then I had a membership active for a while. Why is it being reset again to 12 month? Why is the date of request to cancel is incorrect? Why I am being taken out of freeze and being billed again without my permission?These are unethical and probably unlawful actions on your part. Please reconsider your approach and actions to this issue with some professionalism and ethics in mind.
Regards,
[redacted]