SECURRO SIDING & WINDOW COMPANY

[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 are more than happy to help clear up any confusion or frustration for [redacted]. I have searched our records and was unable to locate any previous cancellation requests or documents stating that [redacted] was moving. We have made the exception to waive the remaining balance of $42.76 from **...

[redacted]'s WoW membership account and it has been closed immediately. We would love to have her as a member again in the future!In searching our records, I was able to locate a freeze request for [redacted] WoW membership account. A credit in the amount of $53.55 has been place on her WoW membership account and the account has been set to freeze until further notice at the rate of $9.99 + tax per month. We hope this helps!

I am Mary R[redacted] assistant and I reviewed [redacted] inquiry with Mary.  I do apologize if [redacted] was not aware of the Annual Membership Fee and monthly freeze fee.  As previously explained, [redacted] membership agreement was available to him at the time of enrollment or at anytime thereafter by logging onto our member portal.  [redacted] may contact our office at anytime by submitting a request to our online support desk at support.workoutworld.com.  If at anytime [redacted] requested a copy of his membership agreement, we would have be happy to provide one.   At the time of [redacted] enrollment at WoW, we did not offer a Basic membership.  On 5/16/2016 WoW offered a Base membership, billed at $21.39/ month.  This is the membership [redacted] was enrolled under. The Base membership includes a 12 month initial term, access to one WoW location and access to large group training classes.  During the month of May 2016, the Base membership was the lowest membership option available.  If [redacted] is interested in lowering his monthly membership dues to our current offer of a Basic membership, he may do so by submitting a request to our online support desk.  All members who wish to downgrade to the current Basic membership promotion will be responsible for a downgrade fee of $99 + tax.  The downgraded agreement will include a 12 month initial term and a new Annual Membership Fee of $49.99 + sales tax, billed at month #3 of the downgraded agreement.  For further details, [redacted] may submit a request to support.workoutworld.com.

I have looked into this for [redacted] and we have been in communication with him through our Online Support Desk.  On 2/13/2018 [redacted] has submitted documentation from his new home address.  Per the terms & conditions of his agreement with us, on 2/15/2018 [redacted] was billed...

10% of his total contract price and his personal training agreement has been canceled.  [redacted]'s membership is set to be canceled on 2/28/2018.Although the required documentation was not submitted by [redacted] until 2/13/2018, we have made an exception to issue a credit card refund for the personal training payment received on 2/7/2018, in the amount of $279.96.  We hope this helps!  [redacted] may speak to his credit card provider for further details regarding the status of this transaction.  We hope if [redacted] moves back to this area, he will come back to the Jersey Strong Family!

I have thoroughly looked into this for [redacted]  According to our records, on 12/27/2016 [redacted] enrolled under a Personal Training agreement with an initial term of 3 months. The agreement included 4, 1/2 hour personal training sessions per month and was billed at $203.96 each month....

 As stated in [redacted] agreement with WoW, upon completion of the initial term, he may cancel the personal training agreement at anytime by submitting a request through our online Support Desk at [redacted]or- by Registered/Certified US Mail.  Upon review of our records, it has been determined that [redacted] submitted a Personal Training cancellation request on 6/14/2017.  [redacted] request was processed and the Personal Training agreement was cancelled as of 6/15/2017.  All of the sessions purchased by [redacted] are available for his use.  The expiration date on the sessions can be extended so that [redacted] has the opportunity to use all sessions that he has purchased. We hope [redacted] comes in to use the club today!

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 looked into this for [redacted]  As stated in her agreement with us, and also verbally explained by our staff, upon completion of her initial term [redacted] membership will continue on a month-to-month basis until a written cancellation request is submitted to our office.  A...

cancellation request was submitted by [redacted] on 5/1/2018 and her Jersey Strong membership is set to be canceled on 5/31/2018. [redacted] Annual Membership Fee is stated on the first page of her agreement and clearly disclosed.  Under the section titled "Annual Membership Fee" [redacted] agreement states"  An annual membership fee of $50 + tax will be assessed to your membership and added to your monthly dues at month 3 of your membership and then annually."  As [redacted] membership was active on her Annual Membership Fee bill date, her account has been billed in accordance to the terms & conditions of her agreement with us. As a prior cancellation request was not received, no refund is due to [redacted] at this time.

As stated in [redacted]'s agreement with us, under our 3-day cancellation policy, "You may cancel this contract at any time before midnight of the third operating day..."  "If you choose to cancel this contract you must either: (1) Send a signed and dated written notice of cancellation by registered or certified mail, return receipt requested to: Jersey Strong, Attn: Cancellation, [redacted]; or (2) Personally deliver a signed and dated written notice of cancellation to the Jersey Strong location listed on the front of this Agreement."  As a written cancellation request was not received within the 72-hour cancellation period, [redacted] is responsible for the full term of her agreement with us. [redacted]'s membership agreement is available to her on our member portal. She may follow the prompts for Register by visiting the following site.  [redacted]This information was available to [redacted] at the time of her enrollment with Jersey Strong. In addition, a copy of [redacted]'s membership agreement was emailed to her on 11/8/2017 at 9:50am. We hope [redacted] comes in to enjoy her membership today!

We are very sorry to hear of any confusion! We are very happy to hear that [redacted] would like to rejoin with Work Out World. [redacted] was previously a member of WOW. He had enrolled in a Basic membership on 3/14/2009 and canceled his account as of 1/31/2014. We no longer offer Basic...

memberships as it is a very limited option, only allowing a member to use one location and strictly equipment. [redacted] chose to activate a $240.00 Membership Credit which, as indicated in the email and on the card itself, applies to the unlimited access membership option. Our unlimited access membership is billed at $89.99 + tax per month and allows members unlimited access to our X-Lab programs. Currently, all WOW memberships allow access to all WOW locations. All of our current agreement enrollment options are for “VIP” status meaning that the member can access all locations, group classes, babysitting services, and tanning.  However, each enrollment option has different access levels to our X-Lab program and is priced accordingly with a discount opportunity available. The highest discount rate available applies to highest rate available for new enrollment. There are discounts available for memberships with a lower monthly rate than $89.99 + tax per month. [redacted] may speak to one of our Training Managers for more details regarding our discount and membership options.

Since [redacted] initial Revdex.com submission we have reimbursed her $42.86, waived her remaining balance of $69.48, canceled her WoW membership account for her. We will go one step further and process [redacted] cancellation request even though her membership is still in term and we did not receive a cancellation submitted in accordance to her agreement. [redacted] WoW membership account will be canceled as of 10/31/2016 with no further payments due. We have done everything we can to help in this situation. We thank [redacted] for being a member with us and wish her the best!

I have thoroughly investigated our records and on 5/21/2016 [redacted] was enrolled under a 12 month VIP membership agreement with monthly dues of $64.19.  The membership agreement was electronically signed by [redacted] and is not able to be changed or altered in anyway.  All membership...

agreements are available on the member's online account immediately following enrollment.  In addition, a hard copy of the member's agreement is available at anytime upon request. However, we do understand [redacted] misunderstood the membership terms & conditions of the agreement she signed.  We will make an exception to honor the Student Membership offered at the time of her enrollment.  As of 5/21/2016 our Student Membership was offered as a paid in full option.  The 3 month Student Membership was billed as a one time payment of $319.93.  All memberships billed at $19.99 come with a 12 month initial term.   Currently, [redacted] has paid a total of $268.85 towards her WoW membership account.  Upon receipt of a payment in the amount of $51.08 we will cancel [redacted]'s membership on 8/31/2016.  In addition, the owner and operator of WoW, Mary R[redacted] would like to hold an additional month of membership for [redacted] to use when she is home from school!I am the owner's assistant and I will be happy to adjust [redacted]'s account for her.  If [redacted] would like to make a payment, she may contact me directly at [redacted] during regular business hours.

I have thoroughly investigated this inquiry.  As stated in [redacted] membership agreement, "As a dues paying member you are entitled to cancel this contract at any time after the initial term by giving a full 30 days written notice from your next billing date."  I have reviewed our...

records and I am unable to locate a written cancellation request received for [redacted] WoW membership account.  As no cancellation request was received, [redacted] membership continued to bill.  Please know[redacted] is responsible for the cancellation terms & conditions stated in the agreement signed.  However, we will take [redacted] word that she attempted to cancel her membership with us.  Upon enrollment in a new membership agreement, we will waive the remaining balance on [redacted] previous WoW membership account.  We will then be able to remove [redacted] from collections. [redacted] may rejoin under a current promotion by contacting me directly at [redacted]  We hope this helps!

We apologize to hear of any confusion. Our records indicate that [redacted] cancellation request and medical documents were received and processed in August 2012. We notified [redacted] that the documentation provided did not qualify him to terminate his membership prior to the initial term being...

completed. Balance notifications are sent in the form of phone calls, emails, and letters. Due to non payment, the account was sent to collections in September 2012. The collections agency issues letters and phone calls. [redacted] account status was again explained to him in October 2012. Even though he was not eligible to cancel, due to [redacted] situation we will make an exception. At that time, if he were eligible to cancel prior to the initial term he would have been billed $173.90 to cancel. We will accept a payment of $173.90 instead of the collections amount of $639.18. Please let me know how [redacted] would like to take care of this balance.

We have looked into this matter, the sessions are in [redacted] account and ready for him to use. His trainer is speaking with him. This matter is resolved.

Complaint: [redacted]
I am rejecting this response because:
As I have said I do NOT WISH to have my account placed on a freeze. I will not be able to return back to gym PERIOD. I want my contract canceled as well as the $407 they took from me that I was NOT able to use for the personal training as well as partial payment of the amount that I paid in the beginning of January. I ONLY had 2 sessions with Tim. Since then I have not been able to return to the gym.  This is upsetting for me the the fact that I am NOT able to use the gym or any service. But at the same time I am NOT GOING ALLOW this gym to keep or take my money for a service that I am not able to use. If I do not get the resolution I am asking for I will go to the Attorney Generlas Office with this complaint FURTHER. 
Regards,
[redacted]

I have thoroughly investigated our records for [redacted] and on 2/1/2017 she enrolled under a personal training agreement with an initial term of 12 months.  As stated in her agreement with us, [redacted] personal training agreement cannot be canceled or altered in anyway during the...

initial 12 month term.  Please note, WoW does not offer a 30 day trial period on our agreements.  However, upon review of [redacted] request with one of our owners, Mary R[redacted], we have made an exception to downgrade [redacted] personal training agreement to our current offer of 4 sessions per month, for 12 months.  The original agreement has been cancelled and the new agreement has been added to her account.  We have responded to an online support ticket submitted by [redacted] to advise of the account adjustment.  [redacted] will be responsible to sign the downgraded agreement.  I have attached a copy for her convenience.

[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. Although I disagree with the description of the charge as an annual membership fee as this should not be charged twice in a 12-month period, hence the word annual (February 2017 and May 2017), I will accept the refund. 
Regards,
[redacted]

We apologize if there was any confusion. We will be more than happy to honor the $0 Enrollment promotion offered at the time of visiting the club. At that time, we were running a promotion for $0 Enrollment Fee for our $9.99 + tax per month membership. The marketing collateral indicated that...

this promotion only applied to our Basic Membership and includes a 12 month term. We were also offering Month-to-Month memberships for $9.99 + tax per month however, there are Enrollment fees associated with this promotion, as noted on our marketing material. As mentioned, we will honor the $0 Enrollment promotion if you would like to enroll or if you would prefer a Month-to-Month option, a $99 Enrollment fee will apply.

Complaint: [redacted]
I am rejecting this response because: First off,  the "freeze" situation mentioned in your last 2 responses is really of no relevance to my complaint.  However you chose to freeze my membership was not my choice- I simply asked to freeze the personal training contract and continue my daily cardio exercise. My real complaint is twofold.  First, your customer service is poor.  It is nice that you have changed your policy regarding returning phone calls, but I would be interested to know when this took effect.  I have a trail of emails from July 14 to 25, with 5 requests for a phone call back, to which I received none.   Second, your business practice to not inform your customers of all the fees and penalties associated with early cancellation ( when they sign a contract)is just plain bad business and borderline deceitful.  At this point,  I do not see that there will be a resolution to this issue and therefore would suggest that a compromise be made.  I am willing to accept a refund of 50 percent (158.50) to resolve this issue and drop my complaint.  I think that this is the right thing to do in the name of good business practice for a customer who has been in good standing for over 6 years and who has recruited multiple colleagues to join the gym during the years my husband  and I were members.  I am hoping that we all learned a lesson and can prevent this from being an issue with another member in the future.
Regards,
[redacted]

[redacted] enrolled in a 12 month membership on 8/08/2016. He has completed 2 months of membership and has an outstanding balance for November. He submitted a cancellation request via online support ticket on 10/31/2016 to which we replied reminding him of the terms of his agreement and our Early...

Cancellation policy for members who are now medically unable to use the gym as instructed by their primary care physician. [redacted] submitted a medical note on 11/04/2016 signed by a Nurse Practitioner from a walk-in clinic that did not meet the requirements to cancel his membership prior to the completion of his initial term. We explained that he has the option to freeze his membership at a reduced medical freeze rate for as long as he would need to recover. We supplied all the information needed and offered to help while still upholding our agreement. When contacting ABC Financial on 11/16/2016, he was given the option to pay the remainder of his contract.  We are very sorry to hear that [redacted] is not feeling well. We attempted to accommodate his situation the best that we could with the information he provided. I apologize if [redacted] feels anything less than satisfied with our customer support as it was not our intention. The same day we received this complaint, [redacted] submitted a Proof Of Move document which qualifies him to cancel upon payment of 10% of his total contract price. To cancel his membership, we must receive payment for the past due amount of $74.88 plus 10% of his total contract price $33.16 totaling $108.04. We hope he feels better soon and when his health improves, we hope he chooses to rejoin with us.