SECURRO SIDING & WINDOW COMPANY

We have thoroughly looked into this for ** [redacted], and I will be happy to address his concerns. The proof of move policy is also stated in [redacted] agreement with us. Upon the member's change of permanent residence to a location more than 25 miles from the club or an affiliated...

health club offering the same or similar services and facilities at no additional expense to the member. In a cancellation under this paragraph, WoW shall require a proof of the new permanent residence and shall retain a prorated share of the total contract price based upon the date the notice was received plus reimbursement of for expenses incurred in an amount not to exceed 10% of the total contract price. I see that we received ** [redacted] Proof Of Move document on 8/25/2015 and at that time our customer service agent disclosed the amounts owed in order to break your contract and cancel immediately. On 9/8/15 we issued a refund to the card on file for [redacted] WOW membership of $6.64. This amount is the difference between their 10% total contract price difference for both account and what they were charged on September 1st. Because we did not receive your Proof Of Move document until August 2015, we are unable to refund any further payments made. Here's a breakdown of the $6.64 credit issued to Mr [redacted] account : $87.76 (9/01 Charge for both accounts) - $81.06 (10% total contract price for both accounts) =$6.64We hope this information helps, and we wish them well!

We have thoroughly looked into this for [redacted].  According to our records, on 12/10/2016 [redacted] enrolled under a personal training agreement with an initial term of 12-months.  As stated in her agreement with us, if the member requests to cancel the agreement prior to the completion...

of the initial term due to a move, JERSEY STRONG will require proof of change in permanent residence.  Although the documents provided by [redacted] do not prove a change in permanent residence, we will be happy to honor her request.  Please note, in a cancellation based on a change in permanent residence, the member will be billed 10% of their total contract price.  However, we will go one step further for [redacted] and apply the payment of $359.92, received on 8/10/2017 to the 10% cancellation fee of $435.60 and in addition, waive the remaining 10% cancellation fee balance of $75.68.  We hope this helps![redacted] personal training agreement and membership have been canceled. A credit card refund in the amount of $10.67 has been issued for the membership dues paid on 9/1/2017.  The personal sessions available on [redacted]'s account will be available to her when she comes back to NJ!

[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]

[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 will take [redacted] word for it that he submitted a cancellation and referred a friend as we did not have record. We have waived [redacted] balance and removed his membership account from collections. Please accept this message as confirmation that [redacted] has been removed from collections.

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!

[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 appreciate the waiving of the late fees. It still does not seem fair that I have to pay more to use less of your gym, especially since I was told I could do it anytime, no problem, with NO charge. And, you failed to address the main problem- the forging of my signature on a contract I never signed off on when I paid the mid annual fee. You can take a signature from a credit card payment and slap it on a lengthy contract the following day. If I was paying to just use the equipment, my year would be paid up. I will pay what im obligated to. Ill pay the 60 something dollars.
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]

Complaint: [redacted]
I am rejecting this response because: My ex-husband spoke to one of your associates in the woodbridge location on September 20,2015 and asked how the membership needs to be canceled, they told him that as long as I called on of the locations that I could state it to them over the phone. I proceded to call them the next day in the Robbisnville location and spoke to the manager at the time, he said that he would take care of it and assured me that I would be fine I explained to him that I had my letter from my attorney and the order from the judge stating that all combined memberships that we had together either needed to be canceled or separated since I did not use the membership but maybe twice the whole time. the manager assured me that everything was taken care of and that he did not need to see the letter or the judegments. also I called around October of 2016 after receiving a email from the Robbinsville location and asked to be taking off the list and I asked then if they was an account balance and was informed no there was not, so to put my account with collections is wrong, not to mention I was told that you could not find me, you knew my number and email address. I find your business practice very wrong and then to tell me that you will give me a free 3 month complementary membership are you really serious? why so that way you can say I never cancelled that memebership also and place my account in collections again. that is exactly how your business operates and you should be ashamed of yourselves.
Regards,
[redacted]

As stated in [redacted] agreement with us, an Annual Membership Fee of $49.99 + sales tax will be added to her membership dues on the 1st of October, each year that she is a member.  Although [redacted] continues to make cash payments at her local Jersey Strong location, she...

continues to accrue a past due balance on her account with us. I have attached a record of the charges and payments applied to [redacted] account beginning 9/1/2016.  At this time, [redacted] account has a past due balance of $128.71.  This balance includes a portion of her August membership dues, her September & October membership dues and the Annual Membership Fee billed on 10/1/2017.  Also included in the balance are the late fees applied to the account.  Please note, the late fees have been applied to [redacted] account on the 17th of each month.  We have made an exception to waive all outstanding late fees remaining on [redacted] account.  Her balance after this adjustment has been lowered to $103.71.  We hope this helps!At any time, if [redacted] has questions regarding her Jersey Strong account, she may submit a request to our online support desk at [redacted] may also contact me directly at [redacted] if she has questions regarding the attached statements.

[redacted] has been scheduled to work with a new trainer and this situation is resolved.

We have thoroughly reviewed the documents provided by [redacted].  The notes provided do not state that [redacted] is permanently disabled; therefore, [redacted] membership is not eligible to be canceled until her initial membership term has been complete. Due to [redacted] current circumstance, we will be happy to make an exception to freeze her membership at $0 through June 2018.  Please note, any months that [redacted] membership is on freeze will not count towards the initial term of her agreement with us.  If [redacted] would like to freeze her membership through 6/30/2018, she may reply to this inquiry or submit a request at support.jerseystrong.com.  If [redacted] does not submit an additional request, her monthly membership dues will continue to bill until the previously applied cancellation date of 6/30/2018.

Complaint: [redacted]
I am rejecting this response because:I signed my son up for 3 month only and after 3 month I did cancel it with with Carlos like any other time when I took my private training before. I also canceled with Richard the manger at the club, which he verified at that time that it was processed. if Richard or Carlos did not do their job correctly, how is it my fault. Like I said I always canceled my private training classes with instructor. Why this time it was different and no one informed me of a new cancellation process. This is very misleading and unprofessional on Jersey Strong side. Why should I be punished  because of unprofessional staff who can't do their job correctly and misleading the members. As far as I know I did cancel my membership and you should ask Richard what did he do on his side incorrectly when he process the cancellation on his side. If he had a problem with cancellation why no one contact me and let me know. I would of canceled it on line my self. I left Richard office in September assuming he took care of it all. How haven sake we are not talking about $20 a month it's $530 a month. Do you think I would let it go like this. I have to be out of my mined to do that. In addition: I had a conversation with VP Kenny after Jerseys Strong offered to pay half about my son's medical condition. He said that I should submit my son's doctors note stating that my son was not able to take private training because of the seizures as of September and he will then approve the refund. I did submit  2 letters from my son's Neurologist and primary care doctor and you still denied it. Why did he ask for the letters?
Regards,
[redacted]

We have looked into this for [redacted] and according to our records on 10/27/2017 she enrolled in a membership with an initial term of 12-months. [redacted] membership cannot be canceled until the initial term has been completed.  As stated in [redacted] agreement with us, any...

months that her membership is on freeze will not count towards the initial term of the agreement.  Although we do not normally do this, we will make an exception to cancel [redacted] agreement prior to the completion of the initial term, upon receipt of an early cancellation fee in the amount of $199 + sales tax.  We will even go one-step further and credit the cancellation fee for the Annual Membership Fee and 3 Freeze Fees [redacted] has paid.  This brings the early cancellation fee down to $129.58 + sales tax.  We hope this helps!I have noted [redacted] account of this exception.  She may make the payment at her local JERSEY STRONG location or by submitting a request to support.jerseystrong.com. If [redacted] does not wish to pay the early cancellation fee, her membership will remaining active until the initial term has been complete.  A cancellation has been applied for the end of her initial term, on 1/31/2019.

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]

I apologize for any confusion caused by our prior response.  On 9/6/2016 [redacted] enrolled under a personal training agreement that included 1 half hour training session per month, billed at $69.99/ month. This  agreement was canceled after the 1st month's payment and on 10/10/2016 [redacted] upgraded her personal training to a training package that included 4 personal training sessions per month, billed at $180.  [redacted] has made 4 payments of $180.  For each of the payments made, [redacted] was issued 4 personal training sessions, for a total of 16 sessions.  [redacted] has used 13 of the 16 sessions issued for her current personal training package. At no time was [redacted] double billed for her personal training. According to our records, [redacted] has paid off the remaining months of her membership initial term; however, she is currently responsible for 8 more months on her personal training initial term.  As stated in my prior response, we will be happy to make an exception for [redacted] to waive the remaining months of her initial personal training term upon receipt of a one-time cancellation fee in the amount of $199.  I have noted [redacted] account of this exception and she may pay the cancellation fee at her local JERSEY STRONG club or over the phone by calling [redacted]

At this time, all expired training sessions on [redacted] WoW membership account have been reissued.  [redacted] currently has 9, 1/2 hour personal training sessions available to be scheduled.  [redacted] may contact her local WoW at [redacted], or she may stop by to schedule these...

sessions at her convenience.We hope these training sessions will help [redacted]r continue living a healthy lifestyle. [redacted] and/or [redacted] may speak to the Personal Training Department if they have any questions regarding a future training package.  We hope this helps!

I have read [redacted] response and I am sorry to hear that she feels this way.  As previously explained, [redacted] membership agreement is available to her at anytime, on our website.  [redacted] acknowledges that she is aware of her agreement with WoW by her use of the club, as well as by submitting a cancellation request.  As stated in [redacted] membership agreement,  "This contract is subject to cancellation at any time by written notice sent by registered or certified mail, return receipt requested to: WoW Work Out World, Attn: Membership Cancellation, [redacted] or personally delivered, to the WoW location listed on the front of this Agreement, upon the Member’s change of permanent residence to a location more than 25 miles from the health club or an affiliated health club offering the same or similar services and facilities at no additional expense to the Member. In a cancellation based on change of permanent residence to a location more than 25 miles from the club or an affiliated health club, WoW shall require proof of the new permanent residence and shall retain a prorated share of the total contract price based upon the date the notice was received plus reimbursement for expenses incurred in an amount not to exceed 10% of the total contract price."As [redacted] new home address is located within 25 miles of our Wall club, she is responsible to fulfill her initial term.  [redacted] is responsible for the terms & conditions stated in her membership agreement.  [redacted] membership and XLab agreements are set to be cancelled on 11/30/2016, upon completion of her initial term.

We have discussed this situation with [redacted] directly.  WoW and [redacted] have come to a mutually satisfying agreement.

I have thoroughly looked into this for [redacted] and on 11/13/2015 our office was in receipt of a request to cancel her WoW membership account.  There is no record of a cancellation submitted prior to 11/13/2015.  [redacted]'s WoW membership was cancelled accordingly on 11/30/2015....

 According to our records, on 6/15/2016 WoW was notified of a credit card dispute filed for [redacted]'s October and November 2015 membership dues in the amount of $32.07 each.  As [redacted]'s membership was active at that time, she is responsible for payment of the charges billed. The outstanding balance of $64.14 was sent to collections.  We have confirmed with the collections agency that [redacted] has paid the balance in full and our records have been updated accordingly.  As stated in [redacted]'s agreement with us, upon completion of the initial term, her membership will continue on a month-to-month basis until a written cancellation was received.  As a request to cancel was not received prior to November 2015, [redacted]'s membership remained active and she is responsible for payment of her membership dues through 11/30/2015.  At this time, no refund is due.  We would be happy to give [redacted] a 3 month complimentary membership so that she may use the months she paid for, plus one extra month!  We hope this helps.  If [redacted] would like to take advantage of the 3 free months, she may contact me directly at 732-903-1800 ext 145, during regular business hours.  I will be happy to add the complimentary membership to her account for her.

Complaint: [redacted]
I am rejecting this response because:I would like my compliant case reopened again number [redacted] because I do not agree that I have to continue to pay them when they lied to me when I had specified I did not want a one year membership and they had told me they weren’t going to put me into this one year membership. I am anger because I got lied to and I don’t find it that I should owe them anything after they had tricked me into signing a one year membership.
Regards,
[redacted]