SECURRO SIDING & WINDOW COMPANY

All of our agreements continue on a month-to-month basis after the initial term has been completed unless a cancellation request is submitted. However, we will take [redacted] word for it that she was not aware of this and we will waive the remaining balance for her personal training and cancel...

her training agreement for her immediately.

After receiving an Online Support Ticket from Ms [redacted], I attempted to reach her via phone call on 6/29/2016, 6/30/2016, and 7/01/2016. I left voice mails and sent emails via Online Support Ticket to Ms [redacted] in efforts to resolve this situation. I did not receive any...

responses. Ms [redacted] enrolled herself online in a membership on 2/23/2013. At no time did we receive any communications from Ms [redacted] in regards to her account until 6/20/2016. Ms [redacted]’s WoW membership account was set to cancel as of 7/31/2016 in accordance with our Cancellation Policy.We would love to speak with Ms [redacted] to explain her account.

We have thoroughly looked into [redacted] WoW membership account and we have been in correspondence with our billing department, [redacted]. We have found no evidence that indicates these charges were causing by our billing method. As a courtesy, we will give [redacted] one free month of...

membership to keep her as a happy member.

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]

This has been resolved satisfactory over the phone.

On 7/01/2016 at approximately I spoke with [redacted] on the phone. This matter has been resolved satisfactory.

We have thoroughly looked into this for [redacted]. I see that the charge he is referring to is a bill that was placed into his account after ** [redacted] charged back with his credit card payments that he was responsible  for, his September 2014 dues, and his Annual Maintenance Fee....

This dispute was placed on 12/18/14, and we added the bill after he won on 6/30/15 plus a $25 charge back fee. This fee is what WoW is billed when a member submits a charge back, so this is put back into the member's account. ** [redacted] was billed accordingly to his agreement and was cancelled out as of 11/30/14.

We are sorry to hear [redacted] feels this way. Our maintenance department works around the
clock to make sure that all of our equipment gets repaired as quickly as
possible and our health clubs remain spotless. We work very hard to make sure that this is accomplished because we
pride ourselves in our clubs! I have attached [redacted]'s membership contract with WoW, we have received her cancellation and have updated her account appropriately to be terminated as of 12/31/15 after her initial 12 month term is complete.

If [redacted] had reached out to us at that time, we would have been more than happy to assist her and avoid this situation. We will remove her account from collections and waive the remaining balance. If [redacted] is looking for a health facility in the future, we hope that she chooses to rejoin with...

us.

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!

According to our records, on 4/07/2016 [redacted] enrolled in a WoW membership agreement with an initial term of 12 months. We received [redacted]'s Online Support Ticket request to cancel his membership on 6/14/2016 to which we replied reminding him of his initial term and set him to cancel at the end...

of his initial term.  [redacted] also has the option to freeze his WoW membership account, so that he does not get billed the full monthly price while he cannot use the gym. Due to his situation, the owner Mary R[redacted] will be more than happy to make an exception for [redacted] may cancel his agreement prior to the completion of his initial term upon payment of an Early Cancellation fee totaling $249. We hope this helps!

I am sorry to learn of the experience that you had. I was not present for the conversation that transpired when you signed up, but I am happy to clear up any confusion. Each membership agreement has an Annual Membership Fee associated with it. [redacted] Annual Membership Fee date was...

originally February 1st of every year. The new membership agreement she chose to enroll in to lower her dues on 2/04/2017 has an Annual Membership Fee date of May 1st. Though I understand that [redacted] may not have understood that enrolling in a new agreement does not relieve her of her contractual fees, we will make an exception. To keep her as a happy member, we will make the exception to refund the Annual Membership fee billed on 2/01/2017. We hope this helps! Please note, the next Annual Membership Fee bill date will be 5/01/2017.

Though there is a fee associated with purchasing a new membership agreement if you are an existing member, we will make the exception to waive the downgrade fee of $49 + tax for our Fitness plan option for [redacted]

Complaint: [redacted]
I am rejecting this response because:I recieved no correspondence from WoW until recieving a call from a collection agency. Please confirm all contact information. How can a collection agency reach me however the gym I joined can not?
Regards,
[redacted]

We would never hide or not disclose information from our members.  The $5 monthly dues increase and Annual Membership Fee are clearly disclosed on the front page of [redacted] WoW membership agreement. Under the heading titled "About This Membership" [redacted] agreement...

states, "This membership is subject to a $5 monthly dues increase upon completion of the initial term.." Also, under the heading "About This Membership", "An Annual Membership Fee of $49.99 will be assessed to your membership and added to your monthly dues at month four of your membership and then annually thereafter." [redacted] $5 monthly membership dues increase was scheduled to start on 9/1/2016.  If [redacted] would like to continue her membership with WoW, she may contact us for details on how to lower her monthly dues back to the original rate.  [redacted] may submit a request through our online support desk at support.workoutworld.com. As [redacted] WoW membership was active on 12/1/2016 her account was billed for the Annual Membership Fee.  [redacted] membership has been billed in accordance with the terms & conditions of her agreement with us, and there is no refund due at this time.  We are sorry to hear that [redacted] would like to cancel her membership with us.  We have entered a cancellation for 12/31/2016.  [redacted] will have access to the club until 12/31/2016.  We would like [redacted] to know that she has an exceptional membership dues rate.  Members are currently paying around $30/ month for a new VIP membership with WoW.  If [redacted] would like to rescind the cancellation of December 31st and continue on her low monthly dues rate, she may submit a request prior to 12/31/2016 to remove the cancellation date.

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: I believe that Jersey Strong breached the Personal Training contract when they falsely logged 11 training sessions in my account.  I appreciate the fact that they rectified the issue by reissuing me the 11 sessions that I had paid for.  I do not feel comfortable signing another contract with this company.  I want to be released from the contract that I had been scammed into. 
Regards,
[redacted]

I have thoroughly investigated this for [redacted] and there is no record of a cancellation request received for [redacted]'s WoW membership account.  We have replied to all inquiries submitted by [redacted] to our online Support Desk.  We have explained to [redacted] that she may...

submit proof of a prior cancellation request and we will further review her account with us.  I have reviewed the inquiry with one of our owners, Mary R[redacted].  Mary does not normally do this, but she will take [redacted]'s word that she attempted to cancel her membership in 2014.  Mary has made the exception to waive the balance on [redacted]'s account and remove her file from collections.  We hope this helps.  If [redacted] is looking for a health club in the future, we hope she keeps WoW in mind!

We have looked into this for [redacted] and according to our records, on 2/5/2018 a cancellation request and doctor's note were received by our office for [redacted] membership and personal training agreements.  As [redacted] personal training had one month remaining on the initial term, a...

cancellation was applied for the end of the term, with a last scheduled bill date of 3/1/2018.Please note, if [redacted] training agreement was canceled prior to the completion of the initial term, he would have been responsible for a 10% cancellation fee in the amount of $406.27. Because the final payment on his agreement was less than the 10% cancellation fee, an exception was made to cancel [redacted] agreement at the end of the initial term.  [redacted] was not billed for the 10% cancellation fee of $406.27. We have received notice of a credit card dispute filed for the final personal training payment received on 3/1/2018.  We have made an exception to waive the final month of [redacted] initial term and the outstanding balance on his account.  No further charges will be applied for his personal training agreement. We hope this helps!We do apologize for any confusion; however, [redacted] personal training agreement states no refund will be issued for unused personal training sessions.  The training agreement purchased by [redacted] is billed based on a monthly charge, and not billed for individual personal training sessions.  As stated in his agreement with us, [redacted] training sessions have expired- 60 days from the date of payment.  We will be happy to extend the expiration date and honor the sessions that [redacted] has paid for if he wishes to come back as a JERSEY STRONG member or guest in the future.  If [redacted] has any additional questions, he may contact me directly at [redacted] during regular business hours.

We have thoroughly reviewed this inquiry for [redacted] and as stated in his agreement with us, [redacted] may cancel his membership at anytime after the completion of the initial term, by providing at least 15 days written notice.  According to our records, [redacted] submitted a...

request to cancel his membership with us on 10/30/2017.  His request was immediately processed in accordance with our 15-day cancellation policy. [redacted]'s membership was cancelled on 11/30/2017.[redacted]'s Annual Membership Fee is not billed for a prior or future year of membership.  It is simply a fee billed on a preset date, each year that his membership is active. Because [redacted]'s membership with us was active on 11/1/2017, he was billed for his November membership and Annual Membership Fee.  Although [redacted]'s account has been billed in accordance with the terms & conditions of his agreement with us, we will make an exception to issue a credit card refund in the amount of $53.43, for the Annual Membership Fee paid on 11/1/2017.  We hope this helps!  Please note, the refund may take several business days to be reflected on [redacted]'s account. We hope [redacted] will continue living a healthy & fit lifestyle!