Jersey Strong

I have reviewed the documents [redacted] has sent, and those are just a few of the emails. We have records of multiple emails from WoW explaining our end. [redacted] was also explained over the phone our charge back policy. Since [redacted] won the charge back that we allowed back on her account, we will not be issuing Personal Training sessions because they were not paid for. We hope that [redacted] can understand our terms so we can have her as our happy member.

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]

We have thoroughly looked into this for [redacted]. We see that [redacted] signed up for a month to month membership on 4/29/15, her WoW membership account was billed for her July member dues and Annual Membership Fee of $49.99 plus tax. 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 **3** of your membership and then annually thereafter..." We would never not disclose or hide anything from our members. I see that [redacted] has been cancelled as she requested as of 7/31/15 and was not billed further.

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!

I have thoroughly looked into this for [redacted]  According to our records, on 6/12/2013 a cancellation request was received for [redacted] WoW membership account.  We replied to [redacted] through our online Support Desk and explained that her membership was not eligible to be cancelled...

until the past due balance of $79.10 was paid in full.  As payment was not received, her membership remaining active and was billed accordingly.  Due to the outstanding balance on [redacted] account with us, her membership was sent to collections on 8/25/2013 for $215.25.  However, we will be happy to honor the original cancellation amount of $79.10.  [redacted] may make a payment at her local WoW location or over the phone by calling [redacted]  Once the payment of $79.10 has been received, I will be able to remove [redacted] account from collections.  I hope this helps!

We have thoroughly looked into this situation. We see that [redacted] signed a 12 month VIP membership contract on March 3 , 2014. Listed on [redacted] contract was the option to have a 1 month free Boot Camp trial, and if we do not receive a cancellation he will be billed monthly for this added...

service. The contract specifically quotes: "Yes, I'd like to try Boot Camp for FREE for 1-month, I understand that at the end of my FREE 1-month trial period that Boot Camp will be automatically added to my Dues starting on month #2 of my Membership at the discounted rate of $29 additional per month (reg. $60) and that as a Special Bonus my $37 Boot Camp Processing Fee will be waived. I also understand that I can cancel Boot Camp at anytime by simply submitting a support ticket at myworkout world. com and if I cancel before my FREE 1-month trial ends I will not be charged at all."We did not receive a cancellation from [redacted] until December when he emailed our customer service team. At this time there is no refund due. We of course only want happy members, so due to [redacted] confusion we are allowing him to have 6 free months of Boot Camp that he can begin when he wishes!

We have thoroughly looked into this for ** [redacted]. We see that on 12/29/14 ** [redacted] signed up with WoW, her membership included a 1 month free trial of boot camp and if a cancellation was not received then the member is responsible for the payments going forward on a monthly basis until...

a cancel is submitted, if a cancel is not submitted we are under the impression the member is happy with their services. We normally do not do this, however, the exception as been made to issue [redacted] a credit card refund in the amount of $58 ( 2 months of boot camp which is $29/mo ) We hope this helps, and she comes in today to enjoy the club!

Complaint: [redacted]
I am rejecting this response because:
A complaint I filed with Revdex.com about a month ago was thought to be resolved with WOW gym Ref # [redacted]. The gym was to pay me 29.95 and credit it back to my debit card on the 15th of December. As of yet I still haven't received anything, While the company has taken my monthly dues out. Any help in this matter would be appreciated.Thanks[redacted]
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: that is not what happened, the scenario I posted in my complaint is what happened which is why I registered the complaint and nothing has been resolved. 
Regards,
[redacted]

We have thoroughly looked into this for [redacted] we see that she signed up for a 12 month personal training agreement on 9/14/15. We received her cancel on 8/18/15 and did so immediately. [redacted] had a balance on her account in the amount of $359.36 from her August bill, payment was never...

received. We made the exception to waive this balance on her account as we previously explained to her. Since we did not receive payment, there is no refund that is due. We hope that this helps!

Complaint: [redacted]
I am rejecting this response because:
No one at the gym notified me that my membership agreement was available on the website. No one gave me a physical copy of the agreement because they said it would be e-mailed to me. They sent it to the wrong e-mail, so I never received my agreement, which I am entitled to a copy of after signing (according to their own contract). They were not planning on giving me a copy of the membership contract until I brought up the issue. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I appreciate such a timely reply but must make a few corrections and clarifications.  First, I put my personal training sessions in a freeze, to which I was charged $4.99 per month.   I did not put my membership on freeze, as I was still able to go gentle cardio exercise during the time of my recovery.  If my membership was frozen, I would not have been able to swipe my card and use the gym as I did during the months of May, June and July.  Secondly, my ultimate goal was to be able to resume personal  training once my doctor allowed me to, however, in the interim, we had to relocate. Since I could not use a work out world to continue my training in our new location, I wished to cancel both the personal training and general membership.  I do not understand what the company has "lost" that necessitates the $317 charge, and furthermore, when I signed on for personal training, at NO Time, did anyone explain that the contract could not be ended without a significant penalty. Judging from the number of complaints (208 in 3 years)for similar issues on the Revdex.com website and a "d" rating, I am to assume that it is not policy inform customers of all the hidden penalties for early cancellation, even if for a completely ligitamate reason as in this case.   Lastly, your unwillingness to provide a phone number for customer service to simply have a conversation with a person and not an email conversation, is quite telling of the number of complaints you have and how little you care about taking care of the customer.  
Regards,
[redacted]

According to our records, on 2/8/2010 [redacted] enrolled under a membership agreement with an initial term of 12 months.  As stated in [redacted] agreement with us, her WoW membership account was continual until a cancellation request was received.  Upon completion of her...

initial 12 month term, [redacted] WoW membership continued on a month-to-month basis.  As a cancellation request was not received, [redacted] membership was billed in accordance to her agreement.  Due to the outstanding balance of $97.53, [redacted] WoW membership was cancelled and sent to collections.  I have reviewed [redacted] account with one of our owners, Mary R[redacted]  Mary does not normally do this, but she has made the exception to waive the $25 collections fee applied to [redacted] membership account.  Upon receipt of a payment in the amount of $72.53 we will remove [redacted] account from collections.  At that time, she may choose to remain cancelled or rejoin under a current promotion.  [redacted] may make a payment by contacting her local WoW at [redacted]

We have thoroughly looked into this for [redacted]. We see that on January 20, 2015 [redacted] charged back her regular monthly dues as well as Annual Maintenance Fee. These are payments that [redacted] is responsible for. We allowed for [redacted] to win back her Personal Training charge...

backs and did not add the bills in to her account. Since [redacted] did not pay for these sessions, we are not able to put them on her membership. There is an extensive history of charge backs on [redacted]' account that she was responsible for and we have made her aware of this numerous times through email and over the phone. We have communicated with [redacted] multiple times and at this moment there is not refund that is due.

The advertised pricing of $9.99/month represents our Basic Membership only. This is a very limited membership type and only allows access to the equipment at one location. After discussing [redacted] goals, our Fitness Membership type which includes access to all locations and classes is what...

[redacted] chose to enroll in. Each of our membership types vary in access levels and price. [redacted] inquired about enrolling on a Basic Membership with a $0 Enrollment fee. That specific offer had ended on 3/19/2017, the day before [redacted] enrolled. To keep [redacted] as a happy member will make the exception to return her $39 Enrollment Fee paid on 3/20/2017 or we can extend our 3 Day Cancellation policy to cancel her account and receive a full refund.

We have spoken directly with [redacted].  An exception has been made to waive all late fees and the collections fee applied to [redacted] WoW membership account.  [redacted] has made a payment for the full balance of $160.50.  I have notified the collection's agency to close [redacted]...

[redacted] file.

We have thoroughly looked into this for [redacted] I see that we have explained our company policy to [redacted] multiple times as she has requested. [redacted] is in term until January 2016. Since she was unhappy about this, Mary R[redacted] made the exception to give her the month of June free of charge....

Attached is [redacted]'s membership agreement, if there is anything else we can do to help we will be happy to! Her cancellation has been received and as previously stated she is set to be cancelled as of January 2016.

We have thoroughly looked into this for [redacted] and I will be happy to help her understand these charges. I see that [redacted] enrolled in a 6 month personal training contract for $304 a month on 11/26/14. This contract was in term until May 2015, and continual on a month to month basis as in...

each member's contract. This is not to keep our members trapped in monthly billing, but simply because if we do not receive a cancellation for the end of their term we are under the impression they are happy with their trainer and wish to continue on a month to month basis. I see that [redacted] submitted her personal training cancellation on June 30, 2015. Her account was processed appropriately and cancelled as of July 2015, her last bill was on June 26, 2015. I have attached the only email we received regarding her cancellation, we were never under the impression that [redacted] was unhappy and never received a complaint until we received this email through the Revdex.com.  Looking into this bill of $987 that she was charged on July 20, 2015 I see that this is a result of [redacted] charging back for personal training that she was responsible for, so upon her winning these charges with her credit card company dispute we then added the bill back into [redacted] account along with a $25 charge back fee. This $25 fee is the fee that WoW receives when a member places a dispute against us, so we then charge the member this bill since they were responsible for payment. [redacted] also charged back for her March 1, 2015 monthly dues of $22.39 as well as her Annual Maintenance Fee of $49.99 + 7% tax, totaling $75.88. We then added the $25 charge back fee and placed this bill of $100.88 back into her account as she was responsible for this payment. 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. We also would like to add that our customer service approach has changed months ago, when a member emails us requesting a phone call we have a representative call them within 1-2 business days. We never received a request for [redacted] to receive a phone call in the past about her account, as we would be happy to explain any questions and concerns to her. What we will do for [redacted] at this time, in hopes of resolving this for her, is allow a credit card refund in the amount of $125, which is the total amount of charge back fees added back to her account. [redacted] has a total of 51 non refundable personal training sessions and we hope she comes in today to enjoy them!

Complaint: [redacted]
I am rejecting this response because:This still does not answer why we where told we could cancel at any time and then when we tried they told us that we can't cancel until after a full year. The plan was presented as a month to month. The product was falslely represented to us. And we also we where never told that freezing the account would extend the contract. We were mislead to believe that we could freeze the account with no stipulations, and that the membership could be canceled at any time. You are also misrepresenting the second email where your response was "that we cannot freeze the account because it was already set to cancel". It was never explained that the cancelation was set to happen after the full year was complete. And as for the first email we never recieved a response thus generating a second request from me. It wasn't till the third email from you where anything was explained. And the information I recieved at that time was to the contrary of what I was told at the initial signing of the contract.
Regards,
[redacted]

We have thoroughly reviewed [redacted] request.  Through our online Support Desk, we notified [redacted] that his membership would remain active for the full month of January.  When a member who is within the initial term of their agreement is requesting to cancel due to...

relocating, we will cancel the member's agreement upon receipt of a payment in the amount of 10% of their total contract price.  If the 10% payment is approved by the member and processed after the 1st of the month, the membership will be cancelled at the end of that month.  No refund will be issued for payments received prior to that date.  However, we do understand that [redacted] is not able to use the facility for the remainder of January due to relocating.  We have issued a credit card refund in the amount of $48.14 for the January membership dues paid by [redacted]  We have issued a credit card refund in the amount of $53.49 for the January membership dues paid by [redacted] If [redacted] are ever back in NJ we would love to have them be part of the Jersey Strong Family again!