RWJ Fitness & Wellness Center-Hamilton

Once [redacted] let us know she was uncomfortable with the original trainer provided, we set her up with a one hour appointment in the pool with Personal Trainer Corinne who specializes in aquatics exercise called AquakineticsThe goal of this session was to teach [redacted] water exercises that cater to people with joint challenges These are exercises that she could do on her own We would provide a routine update in 6-weeks as part of the service provided in the membership Although [redacted] agreed to the new orientation in the water with a different trainer, she did not show up for this one hour appointment with Corinne in the poolInstead she visited our Plainsboro location to speak with Carol, the sales manager about her dissatisfaction with not being set up with the right trainer at our Hamilton location Carol introduced [redacted] and her husband to trainer Mike to speak about Aquakinetics Mike let them know that you can purchase Aquakinetics personal training sessions as a non-member for non-member pricing After this interaction [redacted] came in to cancel her membershipShe met with Dena a membership counselor at our Hamilton location that explained to her that our trainers who do work with our Aquakinetics program have rehab experience and/or have worked extensively with members coming in with specific medical concerns such as arthritisDena asked [redacted] , before she decides to cancel, to reach out to her doctor for specification on her limitations and maybe a script for rehab if her doctor thinks that is neededDena let her know that if [redacted] provided a letter from her doctor we can cancel her membership immediatelyIf not, she would be charged for her last month of dues as part of our cancelation policy [redacted] came back in on September 11, with a doctors note instructing her not to use the gym at this time We canceled [redacted] ’s membership effective immediately once this was received On September 12, [redacted] the General Manager of the Hamilton facility spoke with [redacted] Sharon noted that her doctor would recommend exercise after rehab has been completedSharon spoke to [redacted] that instead of refunding her membership we could place her membership on freeze and not charge any freeze fees for the duration of the freezeThis way when she is done with rehab we can get her started again in the pool It was Sharon’s understanding that [redacted] seemed satisfied but would go home and think about it and get back to her the next day (effective Sept13, 2016) Our goal is to make sure [redacted] feels greatWe know living with arthritis is never easy but utilizing our therapy pool and continuing to move will help herWe would like to offer to make the situation right by freezing her membership for the duration of her rehab and get her started the right way once she is done with therapy To insure the process takes into account her therapy, we can make sure the trainer meets with her Physical Therapist to make sure the limitations are communicated correctly and the hand off back to the fitness center is seamless If after we try this approach [redacted] is dissatisfied we would be willing to refund her enrollment fee We welcome the opportunity to help [redacted] manage her arthritis [redacted] General Manager

Dear Sir or Madam: Thank you for informing us of the issue with [redacted] We reached out to her and discussed her concerns She was very appreciative of the conversation and accepted our proposed resolution of upgrading her membership and revising her monthly dues We consider this matter resolved and completed Please let us know if you need anything further from us Sharon P [redacted] General Manager

[redacted] froze her account back in November for 3months Per her agreement, [redacted] was obligated to fill out afreeze form to extend her freeze before the deadline of 2/15/She failed to do so resulting in her account being charged for February, Marchand AprilOnce she realized the charges were occurring she reached out to ourCustomer Service department [redacted] did provide medical documentationbut never came in/mailed/faxed a freeze formOut of courtesy, since we didhave medical documentation our customer service department credited her accountsince she was unable to use the facility during this time I spoke to [redacted] and she wanted a full refund instead of a credit on her accountAfter reviewing her account and talking with [redacted] about the hardship of hermedical challenges, we have decided to refund her credit card for the fullamount per her request I spoke with [redacted] yesterday andresolved the outstanding issue and she was very happy [redacted] has been avalued member for years and we look forward to her continuing her membershipwith us moving forward[redacted] , General Manager

Once *** let us know she was uncomfortable with the original trainer provided, we set her up with a one hour appointment in the pool with Personal Trainer Corinne who specializes in aquatics exercise called AquakineticsThe goal of this session was to teach *** water exercises that cater
to people with joint challenges. These are exercises that she could do on her own. We would provide a routine update in 6-weeks as part of the service provided in the membership. Although *** agreed to the new orientation in the water with a different trainer, she did not show up for this one hour appointment with Corinne in the poolInstead she visited our Plainsboro location to speak with Carol, the sales manager about her dissatisfaction with not being set up with the right trainer at our Hamilton location. Carol introduced *** and her husband to trainer Mike to speak about Aquakinetics. Mike let them know that you can purchase Aquakinetics personal training sessions as a non-member for non-member pricing After this interaction *** came in to cancel her membershipShe met with Dena a membership counselor at our Hamilton location that explained to her that our trainers who do work with our Aquakinetics program have rehab experience and/or have worked extensively with members coming in with specific medical concerns such as arthritisDena asked ***, before she decides to cancel, to reach out to her doctor for specification on her limitations and maybe a script for rehab if her doctor thinks that is neededDena let her know that if *** provided a letter from her doctor we can cancel her membership immediatelyIf not, she would be charged for her last month of dues as part of our cancelation policy *** came back in on September 11, with a doctors note instructing her not to use the gym at this time. We canceled ***’s membership effective immediately once this was received On September 12, *** *** the General Manager of the Hamilton facility spoke with ***. Sharon noted that her doctor would recommend exercise after rehab has been completedSharon spoke to *** that instead of refunding her membership we could place her membership on freeze and not charge any freeze fees for the duration of the freezeThis way when she is done with rehab we can get her started again in the pool. It was Sharon’s understanding that *** seemed satisfied but would go home and think about it and get back to her the next day (effective Sept13, 2016) Our goal is to make sure *** feels greatWe know living with arthritis is never easy but utilizing our therapy pool and continuing to move will help herWe would like to offer to make the situation right by freezing her membership for the duration of her rehab and get her started the right way once she is done with therapy. To insure the process takes into account her therapy, we can make sure the trainer meets with her Physical Therapist to make sure the limitations are communicated correctly and the hand off back to the fitness center is seamless If after we try this approach *** is dissatisfied we would be willing to refund her enrollment fee. We welcome the opportunity to help *** manage her arthritis *** *** General Manager

***, I am so sorry to hearabout your experience with ** ***. I would like to first state thatwhile we certainly sold these special “Founders” memberships before we opened,we only sold a small number of them and we only sold them before weopened. When potential members come to our
center seeking membership, aFounders is not one of the memberships we offer anymore. The members whobought the original memberships are aware that they purchased a valuable assetthis is transferable, one time, for a fee of $100. When a Founding memberwants to sell their original membership the process is for them to come to thecenter and with the person that they are selling the membership to, we look upthe membership to confirm that it is the first time the membership is beingtransferred, then we accept payment for $and complete the transferpaperwork. As you know, that is not whathappened in your situation. You were provided with *** ***’s nameand number and you called him and inquired about the membership. ***met you outside the center, took $from you, and ran off. You thenlearned that the membership is not transferable. When you confronted*** he was not willing to give you a refund, and we assisted you in filing acriminal complaint against him for theft. We are truly sorry for thesituation. We are not in the business of “brokering” deals, and we’resorry that it was perceived that way. Nonetheless, in light of aperceived miscommunication on the part of RWJ, we will extend the “founders”rate to you. Please note this membership is strictly for you only, andcannot be transferred to any additional parties at any time. In the eventyou would seek to have a family add on, they would have to be added on to ourtraditional trial membership. We hope that *** *** does theright thing and returns your $200, as it was not his to take.Our customer service will resetyour monthly rate and we will provide all of our usual services for yourenjoyment. Best of luck to you in reaching your fitness goals. Wewelcome you as a member and hope you find this resolution to besatisfactory. Thank you.RWJ Fitness & WellnessCenter

Hi *** Thank for your sharing this experience with us. Wewill be happy to review with you the account records and notes we haveregarding both *** and your membership. To cancel we do require foryou to either come in person or send a certified letter
tocancel. We spoke with you on several occasions viatelephone and email beginning in February responding to your requestto cancel and reviewing the procedure to go forth with your request. OnApril 3rd we received a letter requesting to cancel both memberships. Atthat point one final payment is necessary for the final days of themembership which you were informed. Your membership terminated onApril 30th, 2015. During the final days of your membership youhave full use of the Center including but not limited to all services. We value our members and their experience. We aresorry for any confusion you may have experienced, as we make great efforts toprovide our members with a positive experience and a motivating fitnessenvironment. We reviewed the account and found the following information: *** account entered collections in March after remaining delinquentfor January, February and March membership dues with her membership alsoending in April. We also have on account your final monthly dues billingof $94.90. In an effort to help you get past this, and as a courtesy wewill waive your remaining dues (*** $and *** $174.80) and let thecredit agency know you paid in full so it does not affect your credit record. Please in the future if you would like to revisit your commitment to fitness,consider returning to the center. We welcome the opportunity to help youon your road to fitness and wellness Yours in good health,Kristina C***Customer Service Manager

Dear Sir or Madam: Thank you for informing us of the issue with [redacted]  We reached out to her and discussed her concerns.  She was very appreciative of the conversation and accepted our proposed resolution of upgrading her membership and revising her monthly dues.  We...

consider this matter resolved and completed.  Please let us know if you need anything further from us.   Sharon P[redacted] General Manager

[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]