Jersey Strong

Complaint: [redacted]
I am rejecting this response because: I believe that Jersey Strong breached the Personal Training contract when they falsely logged 11 training sessions in my account.  I appreciate the fact that they rectified the issue by reissuing me the 11 sessions that I had paid for.  I do not feel comfortable signing another contract with this company.  I want to be released from the contract that I had been scammed into. 
Regards,
[redacted]

We are sorry to hear [redacted] feels this way. Our maintenance department works around the
clock to make sure that all of our equipment gets repaired as quickly as
possible and our health clubs remain spotless. We work very hard to make sure that this is accomplished because we
pride ourselves in our clubs! I have attached [redacted]'s membership contract with WoW, we have received her cancellation and have updated her account appropriately to be terminated as of 12/31/15 after her initial 12 month term is complete.

We have thoroughly looked into this situation. We see that [redacted] is currently in a Personal Training Agreement until March 2015. We are not able to cancel a regular monthly gym membership when a personal training contract is still active and in term. As stated in [redacted] agreement...

regarding her recent move, the proof of move policy is also stated in every member's agreement with us. It states "upon the member's change of permanent residence to a location more than 25 miles from the club or an affiliated health club offering the same or similar services and facilities at no additional expense to the member. In a cancellation under this paragraph, WoW shall require a 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 of for expenses incurred in an amount not to exceed 10% of the total contract price." We hope we've provided [redacted] with all information she was inquiring about, and she comes in soon to enjoy the club!

We have thoroughly looked into this for ** [redacted], and I will be happy to address his concerns. The proof of move policy is also stated in [redacted] agreement with us. Upon the member's change of permanent residence to a location more than 25 miles from the club or an affiliated...

health club offering the same or similar services and facilities at no additional expense to the member. In a cancellation under this paragraph, WoW shall require a 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 of for expenses incurred in an amount not to exceed 10% of the total contract price. I see that we received ** [redacted] Proof Of Move document on 8/25/2015 and at that time our customer service agent disclosed the amounts owed in order to break your contract and cancel immediately. On 9/8/15 we issued a refund to the card on file for [redacted] WOW membership of $6.64. This amount is the difference between their 10% total contract price difference for both account and what they were charged on September 1st. Because we did not receive your Proof Of Move document until August 2015, we are unable to refund any further payments made. Here's a breakdown of the $6.64 credit issued to Mr [redacted] account : $87.76 (9/01 Charge for both accounts) - $81.06 (10% total contract price for both accounts) =$6.64We hope this information helps, and we wish them well!

[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 thoroughly looked into this for [redacted]. We see that she was issued a credit of $87 for boot camp on 5/6/15. On 6/15/15 ** [redacted] disputed 4/1/15 dues and her [redacted] with her credit card company, which was a bill she was responsible for. On 6/23/15 we lost this charge back...

and added the bill back into her account along with a $25 charge back fee. The $25 charge back fee is what WoW is charged for each dispute a member places against us.

We apologize to hear of any confusion. Our records indicate that [redacted] cancellation request and medical documents were received and processed in August 2012. We notified [redacted] that the documentation provided did not qualify him to terminate his membership prior to the initial term being...

completed. Balance notifications are sent in the form of phone calls, emails, and letters. Due to non payment, the account was sent to collections in September 2012. The collections agency issues letters and phone calls. [redacted] account status was again explained to him in October 2012. Even though he was not eligible to cancel, due to [redacted] situation we will make an exception. At that time, if he were eligible to cancel prior to the initial term he would have been billed $173.90 to cancel. We will accept a payment of $173.90 instead of the collections amount of $639.18. Please let me know how [redacted] would like to take care of this balance.

I’m happy that [redacted] wants to be a member with us! We’d be happy to have him. We frequently send out mailers letting the community know what opportunities we are currently offering. The fine print on all of our advertising collateral [redacted] referred to reads “... Additional fees may...

apply. Additional terms & conditions may apply. See club for details.” Upon meeting with one of our Membership Advisors, just as [redacted] did, the pricing structure and membership features are discussed in detail prior to purchase. We currently have 3 membership options (Enrollment Fee prices vary). We will still honor the rates available when [redacted] came in. He is welcome to use a free 5 Day Pass before making his decision.

Complaint: [redacted]
I am rejecting this response because: The reason why I wrote to the Revdex.com  because there is no one that I could speak to about  complete bait and switch Tactic Andrew the training manager did to me when I was in his office.  My daughter and I both stood in front of him and he said everything was included on my new contract.. I've tried to reach out to him a couple times he ignored me so he knew he lied to me and he just said he was sorry.  He lied  that's why I'm contacting u and the RevDex.com   I work at a major credit card company with over 70,000 employees and millions of customers worldwide. If there was any kind of issue they would be someone that would speak to our customers. You do not want to speak to me as a customer to find out exactly what happened. That's what I'm asking you to do. It has to be someone that I could speak to.  I think this policy should change because if there's something that is wrong and anytime I reach out to the well support desk through email they do not help me. It's extremely frustrating because I was lied to   I would like someone from wow to call me personally and we could do a three-way conversation with Andy.  Wow customer service is awful especially when there's no way to speak to at the gym or at wow email support.  Anyone at the gym that I've talk to will not help me   I try talking to Andy and he walked away for me he refuses to speak to me.   Is that good Customer Service ?
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have made several calls to the Wow of Ocean and taken calls from that business in reference to my account. I have asked several times for an invoice and an explanation of charges. Never could the charges be explained or invoiced as requested.I also inquired about the double billing of the annual fee. Wow took multiple annual fees within the same year from my account and was blocked by my bank from being able to draft from my account. Wow has billed me for the same monthly payment 2-3 times in the same month numerous times. When I asked to cancel in 2015 by calling wow of Ocean I was told to bring a certified letter to that Gym. I still have yet to receive a written explanation of charges or a refund of the numerous overpayments made to this business.
Regards,
[redacted]

We will take [redacted] word for it that he submitted a cancellation and referred a friend as we did not have record. We have waived [redacted] balance and removed his membership account from collections. Please accept this message as confirmation that [redacted] has been removed from collections.

Complaint: [redacted]
I am rejecting this response because: I have yet to receive the check that they claim to have mailed on 12/11/17.
Regards,
[redacted]

Since [redacted] initial Revdex.com submission we have reimbursed her $42.86, waived her remaining balance of $69.48, canceled her WoW membership account for her. We will go one step further and process [redacted] cancellation request even though her membership is still in term and we did not receive a cancellation submitted in accordance to her agreement. [redacted] WoW membership account will be canceled as of 10/31/2016 with no further payments due. We have done everything we can to help in this situation. We thank [redacted] for being a member with us and wish her the best!

To clarify, [redacted] submitted a cancellation request on 10/31/2016. We processed his request to cancel his membership and his account was set to cancel at the completion of his initial term on 8/31/2017. [redacted] is responsible for the terms of his contract. As mentioned, we have gone ahead and waived his Annual Membership fee as a courtesy. I have entered the bill for [redacted]’s cancellation fee of $33.16. Once the remaining balance of $21.39 + $33.16 is paid, his account will be closed, no longer billed, and this matter will be resolved.

After receiving an Online Support Ticket from Ms [redacted], I attempted to reach her via phone call on 6/29/2016, 6/30/2016, and 7/01/2016. I left voice mails and sent emails via Online Support Ticket to Ms [redacted] in efforts to resolve this situation. I did not receive any...

responses. Ms [redacted] enrolled herself online in a membership on 2/23/2013. At no time did we receive any communications from Ms [redacted] in regards to her account until 6/20/2016. Ms [redacted]’s WoW membership account was set to cancel as of 7/31/2016 in accordance with our Cancellation Policy.We would love to speak with Ms [redacted] to explain her account.

All of our agreements continue on a month-to-month basis after the initial term has been completed unless a cancellation request is submitted. However, we will take [redacted] word for it that she was not aware of this and we will waive the remaining balance for her personal training and cancel...

her training agreement for her immediately.

Complaint: [redacted]
I am rejecting this response because:
Although WOW claims that they would never not disclose or hide any information regarding my membership to me, I was never given a copy of my membership agreement at the time of signing the membership. I was given three different options to choose from; 1) to pay month to month which would not lock me into a contract, 2) to sign on for a three month contract, and 3) to do a one year membership. After comparing all three of the costs I decided to chose the full year membership because it was cheaper than the other two options, of course that was without being told that there was a $57.25 annual fee, and a $4.99 per month freeze fee if I were to freeze my account. I also asked for the most basic and cheapest account at the time of enrollment, however the manager that enrolled me LIED TO ME saying that the VIP membership was the cheapest one, so naturally I said "yes ill take that one", when in reality, the cheapest package is $9.99/mo, not the $21.39/mo that I was paying all summer, as shown in the attached photo. Work out World did not disclose to me all of my options, maybe the "manager" that signed me up, Dylan S[redacted] is not informed enough to be signing people on to memberships. In any case, I want WOW, specifically Mrs. R[redacted] to contact me directly so we can settle this issue. I want my membership changed to the $9.99 per month membership, I will not pay any extra fees aside from the freeze fee, and I want all of the extra money that I paid ( the $21.39 minus the $9.99+applicable tax) refunded to me, or used as a credit toward future payments to WOW. I understand that I am bound to a contract at this point. If WOW is willing to work these terms out with me I will continue my business with them. 
Regards,
[redacted]

We have thoroughly looked into this situation. We see that [redacted] charged back on December 16, 2013 for the amount of $150. We lost this charge back on November 17, 2014 and our team automatically added this fee back into [redacted] account along with a $25 charge back fee. Due to confusion and...

frustration on [redacted] behalf, we have made the exception to return $175.00 back to her credit card on file immediately, it is never our intention to upset any of our members and we want to help in any way possible. If [redacted] still would like to cancel her membership, she may submit a cancellation ticket online and our team will process her request. We hope [redacted] decides to remain JERSEY STRONG!

I have thoroughly looked into this for [redacted]  According to our records, on 12/27/2016 [redacted] enrolled under a Personal Training agreement with an initial term of 3 months. The agreement included 4, 1/2 hour personal training sessions per month and was billed at $203.96 each month....

 As stated in [redacted] agreement with WoW, upon completion of the initial term, he may cancel the personal training agreement at anytime by submitting a request through our online Support Desk at [redacted]or- by Registered/Certified US Mail.  Upon review of our records, it has been determined that [redacted] submitted a Personal Training cancellation request on 6/14/2017.  [redacted] request was processed and the Personal Training agreement was cancelled as of 6/15/2017.  All of the sessions purchased by [redacted] are available for his use.  The expiration date on the sessions can be extended so that [redacted] has the opportunity to use all sessions that he has purchased. We hope [redacted] comes in to use the club today!

We would like the opportunity to apologize for any frustration caused on [redacted] [redacted] behalf.  We would never want any of our members, past and/or present, to feel upset- for whatever reason.  We have thoroughly looked into this for [redacted] and there is no record of a prior request...

received to stop contacting [redacted].  Upon receipt of this request, [redacted] [redacted] contact information was removed from our records.  [redacted] [redacted] will not be contacted by WoW again. We have confirmed that there is in fact an option to "opt out" from Work Out World's automated emails.  It is located in the bottom portion of the email under the statement "Unsubscribe from all future emails".  If [redacted] has any future questions, he may simply submit a request through our online support desk by visiting [redacted]