Jersey Strong

We have thoroughly looked into this for [redacted]. We see that her complaint is regarding [redacted] membership agreement with Work Out World. [redacted] wrote our support team about [redacted] membership being billed on a month to month basis when his initial term was complete. Work Out World membership's are continued on a month to month basis until we receive a cancellation, this is simply because we are under the impression they are happy with using the club and wish to remain a member. We never received a cancel for [redacted] agreement until we were in receipt of [redacted]'s email April 6, 2015. Upon receiving this email, the exception was made to clear his balance of $79.16 which is avoiding having to send his account into collections in the future as well as cancelling his account as she requested as of 4/30/15.

We have thoroughly looked into this for [redacted]. On 4/1 [redacted] was charged $80.21, her Annual Maintenance Fee of $49.99 + 7% tax and her regular monthly dues $24.97 +7% tax. We have inspected the photos that [redacted] submitted, and have brought them to the correct department. 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 happy, so what I can do for [redacted] is waive the processing fee of $39 +7% tax and lower her VIP dues to just $19.99 per month! Her first bill to reflect this new rate will begin on 5/1. We hope this helps, and [redacted] comes in and enjoys the club today!

Complaint: [redacted]
I am rejecting this response because: I have called and left a message on 5/15/15 and have not received a call back. 
Regards,
[redacted]

I have thoroughly looked into this for [redacted] and on 11/13/2015 our office was in receipt of a request to cancel her WoW membership account.  There is no record of a cancellation submitted prior to 11/13/2015.  [redacted]'s WoW membership was cancelled accordingly on 11/30/2015....

 According to our records, on 6/15/2016 WoW was notified of a credit card dispute filed for [redacted]'s October and November 2015 membership dues in the amount of $32.07 each.  As [redacted]'s membership was active at that time, she is responsible for payment of the charges billed. The outstanding balance of $64.14 was sent to collections.  We have confirmed with the collections agency that [redacted] has paid the balance in full and our records have been updated accordingly.  As stated in [redacted]'s agreement with us, upon completion of the initial term, her membership will continue on a month-to-month basis until a written cancellation was received.  As a request to cancel was not received prior to November 2015, [redacted]'s membership remained active and she is responsible for payment of her membership dues through 11/30/2015.  At this time, no refund is due.  We would be happy to give [redacted] a 3 month complimentary membership so that she may use the months she paid for, plus one extra month!  We hope this helps.  If [redacted] would like to take advantage of the 3 free months, she may contact me directly at 732-903-1800 ext 145, during regular business hours.  I will be happy to add the complimentary membership to her account for her.

Complaint: [redacted]Revdex.com:Although I accept the fact that they are taking this off of collections, I would like written proof from Workout World that this account has indeed been closed and I am no longer in collections. That way, I do not have to go through this ordeal another 7 years down the road. This should have been addressed in 2006 when both Workout World and myself settled this dispute. They are making it sound like they are doing me a favor, when in fact, it was their own negligence that this case remained open. I provided numerous documents showing I was not at fault and that the account was specifically settled in full with their collections agency back in 2006. Therefore, I will accept this resolution pending documented proof that the account is closed, my credit has not been affected from 2006 on, and I have been removed from collections.Regards,[redacted]

I apologize if [redacted] was misinformed at her local JERSEY STRONG club.  I have thoroughly reviewed our records and [redacted] is responsible for the past due balance of $103.73.  Again, we have made an exception to waive all outstanding late fees on her account with us.  The outstanding balance remaining on [redacted] account is detailed on the attached spreadsheet.  I have listed all charges and payments beginning 7/1/2015-present. As stated in [redacted] agreement with us, "An Annual Membership Fee of $49.99 + sales tax will be assessed to your membership and added to your monthly dues at month 3 of your membership and then annually."  [redacted] has been billed for her Annual Membership Fee on the 1st of October in 2015, 2016 & 2017.  At anytime, [redacted] may contact us via our customer support desk at [redacted].  Our representatives will be happy to answer any questions that she may have.

We are more than happy to help clear up any confusion or frustration for [redacted]. I have searched our records and was unable to locate any previous cancellation requests or documents stating that [redacted] was moving. We have made the exception to waive the remaining balance of $42.76 from **...

[redacted]'s WoW membership account and it has been closed immediately. We would love to have her as a member again in the future!In searching our records, I was able to locate a freeze request for [redacted] WoW membership account. A credit in the amount of $53.55 has been place on her WoW membership account and the account has been set to freeze until further notice at the rate of $9.99 + tax per month. We hope this helps!

Complaint: [redacted]
I am rejecting this response because:I have been told by grsce on 9/23 that the balance is 50 .28 and my membership annual dues are due in sept and the ocean branch says its due in oct. They both look atthe same scre9en dont they? The name is grace on 9/23.
Regards,
[redacted]

We have thoroughly looked into this situation for [redacted] We see that she is in a Personal Training Agreement until April of 2015. Since [redacted] is not permanently disabled she is responsible for the rest of her contract term as stated in her agreement. At this time, however, we will make the...

exception to cancel [redacted] Personal Training agreement upon receiving a payment of $134.40, which is 10% of her remaining bills due. If [redacted] wishes to accept this offer I will be happy to further assist her in this process! She can email me personally at [redacted], I look forward to speaking with her. I hope this helps!

This situation has been resolved satisfactory.

[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]

This has been resolved satisfactory over the phone.

We have thoroughly looked into this for [redacted] We see that [redacted] signed up with WoW on July 11, 2012. Since no cancellation was received via certified/registered mail for her membership, her account remained active. Due to no payment being received, [redacted]'s account was sent to...

collections on 2/25/13 for $258.28. We greatly apologize for the bad experience [redacted] had with the representative from the collections company, as that is never how WOW would treat their former current or future members. Please know that this debt is valid, and if [redacted] would like we can send her proof of her account. Due to the bad experience, we have made the exception to clear [redacted]'s debt and pull her out of collections immediately. We hope that this helps, and if [redacted] is looking for a health club in the future she keeps WOW in mind!

Complaint: [redacted]
I am rejecting this response because:The contract wording says the following.In the event of cancellation based on change of permanent residence too location more thank 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. It clearly states the 10% fee would be calculated from the DATE the notice was received. Does not say the date that the "proof" was submitted. In addition, I sent the documents on Aug 11 at 12:10PM to Cassandra and support+id[redacted] The bigger issue is that it took a whopping 33+ emails to have it cancelled after the proof was submitted. This is clearly the failure of WOW Organization to take an inordinate amount of time to process a simple request.Just to recap. (1) The contract says the 10% fee is calculated from the date the notice is received. The proof is required to process the request but is not used to calculate the fees. (2) If you guys were waiting for a notice, your staff COULD have reached out and said "You submitted a cancelation notice but did not submit the proof of address, this is required by ... to terminate the contract. Your termination fee will be $XX.YY> Obviously this may be new to your company but it's called "Good Customer Service". Bad Customer service is dragging out a simple request for more than 30 days (see #3 below)(3) Why did it take 33+ emails over a span of 30 days to terminate my contract? 
Regards,
[redacted]

I have thoroughly investigated [redacted] WoW membership account and there is no record of a cancellation request received.   Due to the outstanding balance of $281.86 remaining on [redacted] account, his membership was suspended on 10/31/2015.  [redacted]...

[redacted] has not been billed since that date.  We have made the exception to waive all late fees applied to [redacted] account with us.  I have contacted [redacted] and we have received payment in full.  [redacted] WoW membership account has been cancelled.  He will not be billed going forward.  We hope this helps!

We have reviewed this complaint submitted by [redacted] regarding collections, and we made the exception to pull him out and waive his balance of $283.99 on 4/6/15. We see that this case has been resolved and there is no further action necessary.

I will be happy to answer any questions that [redacted] may have about her Jersey Strong membership.  According to our records, on 11/8/2017 [redacted] enrolled under a VIP+ membership, with an initial term of 12-months.  Her membership is not eligible to be canceled until the initial term...

is completed.  In addition, on 11/10/2017 [redacted] enrolled under a separate personal training agreement.  As stated in each of [redacted]'s agreements with us, if a cancellation request is submitted in writing within 72 hours of enrollment, the agreement may be canceled with no further penalty.  We received notification from our Manalapan club that [redacted] verbally requested to cancel her personal training agreement. Although a written request was not received, an exception was made to honor the verbal request and [redacted]'s personal training agreement was canceled accordingly. A refund check in the amount of $136.98 was issued for the initial payment made on this agreement and mailed to the address listed on [redacted]'s membership account.  I have thoroughly reviewed our records and a request to cancel [redacted]'s membership was not submitted within 72 hours of enrollment; therefore, [redacted] is responsible for the full term of her membership agreement.  Please note, [redacted]'s membership & personal training agreements are not combined.  She is responsible for the terms & conditions stated in each agreement with us.  If [redacted] would like to cancel her membership at the end of the initial term, she may submit a request to support.jerseystrong.com and select the Cancel Membership support category. We hope [redacted] comes in to enjoy her membership today!

We have thoroughly looked into this for ** [redacted]. We see that this situation has been handled and solved satisfactory.

We have again looked into this situation for [redacted] We see that [redacted] signed a contract for 6 sessions of personal training that are 30 minutes each. On September 13 [redacted] used 1 hour of Personal Training, which took away two 30 minute sessions. We do not issue refunds for Personal Training unless they are within a 3 day cancellation period after sign as stated in [redacted]'s agreement. We have the remaining 4 sessions for to use at any time, or we will even allow her to give them to someone for Christmas! We hope this helps, and [redacted] comes in today to enjoy the club!

Complaint[redacted]
I am rejecting this response because:
Rich also verbally cancelled the contract from 11/8 as he stated to me on 11/10. Interestingly enough, I have requested the personal training contract but [redacted] was only able to produce the contract from 11/8. Angel, the representative, told me he was able to view the personal training agreement. I have requested the 2nd agreement on two separate occasions however no one will provide access to what I signed on 11/10.  
Regards,
[redacted]