Jersey Strong

Complaint: [redacted]
I am rejecting this response because:  I would like my money back for the past four months after my contract was over. I was never informed that I would continue to be billed when I paid for the year upfront. It was supposed to cease billing me at the one year mark. 
Regards,
[redacted]

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.

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.

Complaint: [redacted]
I am rejecting this response because:My membership should have been cancelled simultaneously with my wife's membership.  I joined the club and attended twice in two years.  You can see that my wife's membership was cancelled successfully in July 2014 while mine was not.  Both Phil and Hansel were aware of this situation and have subsequently decided to have a lapse in memory regarding the cancellation and non processing of my cancellation when approached by their supervisors.  So it is my word against theirs.  Fortunately I have a text message conversation with my wife indicating that both our memberships should be canceled at the same time and were.  I will bring these transcripts to small claims court. 
Regards,
[redacted]

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!

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!

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]

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 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:  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]

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.

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.

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.

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]

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: 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]

Complaint: [redacted]
I am rejecting this response because:Work out world's response is untruthful. I have the emails saved , left a voicemail on the owners voicemail , called into , and responded to emails asking to be removed    The saved emails will be forwarded later to this complaint  - and will prove that this response from them is inaccurate   
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I did not sign the membership agreement, the reason for me saying fine keep the membership is being that they will not allow me to talk directly to a person and I felt that their customer service employee's are not qualified to help me to which I am aggravated with their response. They need to provide me with the so called contract with my signature and a copy of the membership where they took additional money out of my bank account with out informing me. Also that I move it is not a gym's decision to tell me where I can work out being that the 5.5 miles down in Brick is the opposite direction of my address.
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]

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.