Princeton Fitness & Wellness Center

Hi ***Thank you for being a long term member at Princeton Fitness & Wellness CenterWhile we understand your frustration, the hospital owns and operates physical therapy We have sent your complaint and information to Sunita M [redacted] Manager of the outpatient physical therapy center and Anthony V [redacted] the Director of Physical Therapy for the Health System We also called Anthony to make him aware of the situation They will reach out to you and get this situation rectified Please let us know if we can be of further assistance.Thank you,Tony P [redacted] General ManagerPrinceton Fitness & Wellness Center

Attached is [redacted] 's contract and freeze policy Thank you for your continued help with this [redacted] ***

Business Response to a Complaint # Complaint ID#: [redacted] Company Name: HackensackUMC Fitness and Wellness Powered By the Giants Company Contact: [redacted] Company Phone: [redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: [redacted] Response: We received [redacted] s commentsWe understand that she is seeking a refund but is not entitled to one [redacted] joined the center January 23, [redacted] failed to mention the following facts: 1) We called [redacted] on three separate occasions in April and did not actually reach her until April 28, 2) [redacted] complained about our on boarding process causing us to provide her with preferential treatment outside of our usual practiceWe offer a first visit discount for those that join our facility on their first visitWe stand behind our practice and treat all of our guests the sameBecause [redacted] claimed she did not understand the discount we made a huge exception and permitted her to enjoy the discount on her second visitShe should have paid $more, like our other members that joined after their first visit3) [redacted] was informed by her sales counselor [redacted] that there would be special pricing for the Spa when it openedHe never represented that the discount would be 50%, as he never was told that was the caseTrue to his representation, there is a member discount for the spaWe explained to the spa that [redacted] was upset that the discount was not 50% and they agreed to provide her with a free massageOur general manager also offered to purchase a free massage for [redacted] but she was not interested in the accommodation4) [redacted] is not entitled to a refund because she used the facilityShe has enjoyed the services and amenities throughout the months of January, February and MarchNot only did she use the facilities, she also enjoyed the benefit of a nursing assessment and her personal training orientation hour, as well as her personal training programming session [redacted] froze her membership for “Medical Reasons” at the end of March until the end of AugustWe provide the convenience of a “freeze” option for our members that cannot use the facility for medical reasons [redacted] took advantage of this amenity too [redacted] calls our facility yelling at our staff and posts complaints on social media that aren’t warrantedWe provided [redacted] with an accommodation to get her started because she complained to one of our owners about the on boarding processNow she is fabricating representations to get out of a contractShe has used the facility and taken advantage of all of our servicesWe welcome her back on her return from her Freeze at the end of AugustIf she chooses to terminate her membership before that time she is certainly welcome to provide notice as noted in our contractWe are hoping she remembers why she joined in the first placeShe has real health and wellness goals and we are here to assist herThe Spa is operated by an outside operatorWe inform our guests that it exists within our premises and our members enjoy special rates, but we never represent the rates or discounts because that is not within our controlThank you for taking the time to consider our responseVery truly yours, [redacted] General Manager Sent on: 5/19/1:34:PM

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Business Response to a Complaint
padding: 3pt; border: #f0f0f0; background-color: transparent;">
Complaint ID#:


[redacted]


Company Name:


HackensackUMC Fitness and Wellness [redacted]


Company Contact:


[redacted]


Company Phone:


[redacted]


Company Email:


[redacted]


Person Who Sent the Complaint:


[redacted]


Staff Member:


[redacted]


Response:
There was some confusion on this situation. [redacted] reached out to us and choose to delay her start date based on the clearance from her doctor. We did receive her letter stating her doctor did not sign off on her clearance form, so we resent a form to her doctor. Since we have not received a signed clearance form we are refunding [redacted]'s balance of $480 immediately. We apologize for the time it has taken to rectify this situation and hope [redacted] will come to use our facility once she is cleared to exercise.
Sent on: 5/8/2014 11:28:47 AM

Business Response to a Complaint
padding: 3pt; border: #f0f0f0; background-color: transparent;">
Complaint ID#:


[redacted]


Company Name:


HackensackUMC Fitness and Wellness Powered By the Giants


Company Contact:


[redacted]


Company Phone:


[redacted]


Company Email:


[redacted]


Person Who Sent the Complaint:


[redacted]


Staff Member:


[redacted]


Response:
We received [redacted]s comments. We understand that she is seeking a refund but is not entitled to one. [redacted] joined the center January 23, 2014. [redacted] failed to mention the following facts: 1) We called [redacted] on three separate occasions in April and did not actually reach her until April 28, 2014. 2) [redacted] complained about our on boarding process causing us to provide her with preferential treatment outside of our usual practice. We offer a first visit discount for those that join our facility on their first visit. We stand behind our practice and treat all of our guests the same. Because [redacted] claimed she did not understand the discount we made a huge exception and permitted her to enjoy the discount on her second visit. She should have paid $150.00 more, like our other members that joined after their first visit. 3) [redacted] was informed by her sales counselor [redacted] that there would be special pricing for the Spa when it opened. He never represented that the discount would be 50%, as he never was told that was the case. True to his representation, there is a member discount for the spa. We explained to the spa that [redacted] was upset that the discount was not 50% and they agreed to provide her with a free massage. Our general manager also offered to purchase a free massage for [redacted] but she was not interested in the accommodation. 4) [redacted] is not entitled to a refund because she used the facility. She has enjoyed the services and amenities throughout the months of January, February and March. Not only did she use the facilities, she also enjoyed the benefit of a nursing assessment and her personal training orientation hour, as well as her personal training programming session. [redacted] froze her membership for “Medical Reasons” at the end of March until the end of August. We provide the convenience of a “freeze” option for our members that cannot use the facility for medical reasons. [redacted] took advantage of this amenity too. [redacted] calls our facility yelling at our staff and posts complaints on social media that aren’t warranted. We provided [redacted] with an accommodation to get her started because she complained to one of our owners about the on boarding process. Now she is fabricating representations to get out of a contract. She has used the facility and taken advantage of all of our services. We welcome her back on her return from her Freeze at the end of August. If she chooses to terminate her membership before that time she is certainly welcome to provide notice as noted in our contract. We are hoping she remembers why she joined in the first place. She has real health and wellness goals and we are here to assist her. The Spa is operated by an outside operator. We inform our guests that it exists within our premises and our members enjoy special rates, but we never represent the rates or discounts because that is not within our control. Thank you for taking the time to consider our response. Very truly yours, [redacted] General Manager
Sent on: 5/19/2014 1:34:14 PM

Attached is [redacted]'s contract and freeze policy.
Thank you for your continued help with this.
[redacted]

Hi [redacted]Thank you for being a long term member at Princeton Fitness & Wellness Center. While we understand your frustration, the hospital owns and operates physical therapy.  We have sent your complaint and information to Sunita M[redacted] Manager of the outpatient...

physical therapy center and Anthony V[redacted] the Director of Physical Therapy for the Health System.  We also called Anthony to make him aware of the situation.  They will reach out to you and get this situation rectified.  Please let us know if we can be of further assistance.Thank you,Tony P[redacted]General ManagerPrinceton Fitness & Wellness Center

Review: This complaint is filed against the physical therapy service provided by the Princeton Fitness & Wellness Center. My wife and daughter received physical therapy services there from March to May this year. The PT front desk made several billing errors that resulted in a collection letter and hours of calls to try to resolve the issues. In particular, the manager in charge of the PT refused to listen to our complaints and chose to escalate the problem. The service of the front desk staff as well as the responses from the PT manager were unprofessional.

The first billing error was with my daughter's PT services. Before her first visit, we provided the PT with our insurance information. The PT front desk checked with the insurance and told us the co-pay would be $0. We signed a service agreement with zero co-pay. Several weeks into her sessions we received a bill for her co-pay. When my wife offered to pay the balance at the PT front desk, the staff went to check and confirmed that we owed nothing. She would not take the payment. Reassured, we discarded the bill. No words were given to my wife or daughter during the months they received service there, even though we learned later that the PT front desk realized the error during the time.

Later we received a collection letter for the co-pay we owed for my daughter. When we brought the letter to the PT service, they refused to acknowledge their mistakes. Frustrated, we called the PT manager "Mary", who interrupted us repeatedly in the call, blamed us for their mistakes, and ended the call in a shouting match.

In a separate error involving my wife's bills, we received a bill from the hospital for a co-payment that we had already paid at the PT front desk (we have the receipt). When my wife inquired about what was obviously a billing error, the PT front desk said my wife needed to deal with it. It took us hours to track down the error and resolve the problem.

The PT management is incompetent and unprofessional.Desired Settlement: I would like to speak to someone from the business with authority and goodwill to resolve this issue. My family has been long term members of the health center and have referred numerous friends. We are also appreciative of the therapists working at the PFWC. It is the behavior of the PT manager that put us off and forced us to file this complaint. Her behavior tarnished the PFWC and angered us. We seek a rational, professional solution to this dispute.

Business

Response:

Hi [redacted]Thank you for being a long term member at Princeton Fitness & Wellness Center. While we understand your frustration, the hospital owns and operates physical therapy. We have sent your complaint and information to Sunita M[redacted] Manager of the outpatient physical therapy center and Anthony V[redacted] the Director of Physical Therapy for the Health System. We also called Anthony to make him aware of the situation. They will reach out to you and get this situation rectified. Please let us know if we can be of further assistance.Thank you,Tony P[redacted]General ManagerPrinceton Fitness & Wellness Center

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

The manager at the hospital has already contacted me, probably as a result of Tony's request. I appreciate the rapid response.

Regards,

Review: I re-joined this gym March 6, 2013 and as part of the membership a member receives a personal trainer session every 6 weeks. For the first time, there is a evaluation and then the trainer session. Each session is supposed to be an hour. These trainer sessions I take as a part of the whole package of the gym membership of almost $80/month, and I wanted to make use of it. I had my first evaluation of 45 minutes by a girl named [redacted]. She was late so we had to cut out appointment by 15 minutes, which I thought was unprofessional from the onset. The second session was supposed to be catered to my fitness goals, however, she gave me a generic workout which addressed none of my fitness concerns or goals. In addition, the 2nd session was also cut short because she had another client, which she couldn't be late for. This was disrespectful as I am also a paying gym member. I complained to a manager and was given the opportunity to see another physical trainer named [redacted]. We set up a evaluation and her appointment with me was 30 minutes because she had another client. We arranged another meeting, however she called to cancel and reschedule because the appointment conflicted for her. So we set up another appointment, which she had to change 2 more times. After that point, I had gotten beyond frustrated and chosen not to attend the last session we made and talk with the manager again. I believe this gym is advertising services that are not delivered. There delivery method is very unprofessional and how they have handled my complaint is unprofessional. My time is not being valued and I am paying for a service and not receiving the benefits promised when I signed the contract. I have other issues with this gym which I will file under another complaint heading.Desired Settlement: I would like to be refunded via my credit card or given credit for the lack of training sessions in the amount of $216. I am willing to have this money be in the form of 'credit' only if the credit can be used in any form and in any location.

My start date with the gym was March 6, and at this point I should have been able to have my 3 training sessions after my evaluation. And since July 3rd, I should be on my 4th training session. According to the gym they value an hour, the cost/session on the lower tier (Tier I) as $72 for a single session and $82 for Tier II. Since I should have had 3 sessions thus far according to the lower Tier it would be worth $216. I am not including the difficulty in making appointments and wasting time with evaluations in this calculation of price. I believe if I take the wasted time of the evaluations and how I was treated into consideration the value of what I should be asking for is much more.

Review: Discrimination against the older client. Issues/complaints are never addressed by management. Given coupon of $150.00 off --- not honored, because "they were giving a good deal". Persons living in [redacted] get a lower rate....addresses are not verified. Many people are giving bogus addresses and these are being accepted.Desired Settlement: Full refund desired. Requested copy of signed contract..never received.

Business

Response:

Thank you for bringing this claim to our attention. We can assure you that there has been no discrimination against this former member. In fact, [redacted] joined our facility under a special discounted membership only offered to the hospital employees of RWJ. What she is claiming is that she should have received a “Resident Membership”. The resident membership is one that is subsidized by the City of [redacted], and only applies to those that live in [redacted].

We find it quite distressing and insulting that [redacted] chose to claim she was entitled to the resident rate because she works in [redacted], and has stated the address of the hospital administration building in her complaint to the Revdex.com. We service many of the hospital employees who also joined and enjoy the special hospital rate. [redacted] resides in [redacted] NJ, as indicated on her ID supplied to us at the time she joined our facility.

I personally contacted her on 12/6 and left her a voicemail and also emailed her, the email correspondence is attached. [redacted] claims we have failed to respond to her complaints. While I admit that I failed to initially see [redacted]s email of June 20th, she did speak to management shortly after the email was sent and her concerns were addressed. The true issue was that [redacted] decided that she wanted a full refund after using our services and facilities 15 times. I explained that I could not provide her with a full refund but would like to assist her on her road to better wellness. She had already had her nurse visit, and had received multiple training sessions.

Despite [redacted] claims, we do have a process where proof of [redacted] residence has to be provided. We understand [redacted] is disgruntled because she is not entitled to the “Resident” rate. We have gone above and beyond to accommodate [redacted] while she was a member, and we are saddened to find that she has chosen this path to air her discontent. The City of [redacted] has gone above and beyond to take care of the health of its residents, and cannot afford to subsidize the entire surrounding communities. Please feel free to contact me if you should require additional information. Thank you for your attention to this matter.

Cheers

General Manager

RWJ Fitness and Wellness Center

New Brunswick

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The main complaint is NOT the residence rate -- this was mentioned only because people I work with have been given this rate and do not live in [redacted].

I had ONE (1) training session ONLY -- and that was a hassle getting. My "trainer" was too busy with his upcoming wedding and passed me onto someone else after waiting 2 weeks. The new trainer was "stunned" that no exercise protocol was arranged for me.

I did go to management on several occasions and spoke to [redacted] E-mailed the main manager and was ignored. The nurse was a joke, since I have my own physician who gave me the physical clearance to join.

[redacted] did a good job in "roping me into joining".... not even a trial membership, nothing. I am so discusted with the personnel and would NEVER recommend this gym to any co-worker or friend. The last woman I spoke to when I quit was the only understanding employee. She even told me the gym needs to pay attention to the mid to older client; not just the young people. Unfair practice...especially when I had concerns after being there only a couple of weeks. They got their $$$ - so they can care less. The manager will just go round-and-round with this, when he should have been involved in the first place. (I did receive 2-3 form letters. . . .welcoming me to the gym and stating to contact [redacted] with any concerns - like that made a difference). As before, they are a business that is all about the money and not the people.

Regards,

Business

Response:

We understand [redacted] response, and we have taken all criticism to heart. Some of the facts seem to be in dispute, since according to our records [redacted] had her nurse evaluation on 5/20 which included a health history review, BP screening, biometrics (girth measurements of upper and lower extremities), and body composition screening through infra-red technology. This is a very comprehensive screening that is offered to the member. By no means is this meant to compare to a doctor's visit, as we never claim to provide a doctor's assessment. We promise a nurse assessment to review health history and present state of fitness, as well as review any restrictions and basic nutrition. It is imperative we receive health information on each member so we can better assist them in obtaining a their goals and a healthier state of being.

According to our records, [redacted] is correct that the initial trainer orientation was not to her satisfaction. In an effort to better [redacted] experience and make up for our perceived shortcomings, [redacted] was provided with additional training sessions. [redacted] completed three training sessions on 5/20/13, 5/25/13, and 5/28/13. The first two sessions where with the same trainer and the third was with a different trainer.

[redacted] spoke to our sales manager on 6/2/13 whereby our manager suggested classes that may better suit her interests. That same manager again reached out to [redacted] on 6/21 via phone and spoke to her daughter who stated that her mother had not been in due to a "heel injury". At that point the manager suggested to [redacted] daughter that her mother may want to come in and freeze her membership. As general manager I proposed working further with [redacted] but she was not interested, and only demanded a full refund. I explained that I'm happy to make her experience better by doing whatever I can do to help, but I cannot fully refund [redacted] membership since she has already used the facility on numerous occasions, taking advantage of our nurse, trainers, facilities and equipment.

Our proposal to resolve this issue is that we would welcome the opportunity to have [redacted] return for 3 months on us so she could fairly assess if the facility is truly right for her. We recognize that we did not start on the right foot, but we have not been provided an opportunity to demonstrate that we are truly here for her. If she refuses to consider our good faith proposal, then in the alternative we propose a refund of 50% of the monies paid. We truly offer a wonderful service to the RWJ employees as well as the community at large. We now offer special programs for people with chronic illness and disease, and daily we help improve people's quality of life. We hope [redacted] will consider providing us an opportunity to demonstrate how we can provide a positive experience and become an integral part of her weekly routine.

Consumer

Response:

Complaint[redacted]

I am rejecting this response because:

I had only one training session; they need to be better record keepers. Because of constant exercise on the treadmill without any guidance, I did end up with planter ficiatis. I will not be returning to this gym.

I will settle and accept the 50% refund.

Thank you for your consideration in looking into this matter. (As you can see, even their timely manner with the Revdex.com is undesirable). Thank you again.

Regards,