SECURRO SIDING & WINDOW COMPANY

We would never not disclose or hide anything from our members.  [redacted] WoW membership agreement was available to him at the time of enrollment upon request or at anytime by logging into our member portal.  The Annual Membership Fee is stated on the first page of [redacted]...

membership agreement, and it is clearly disclosed.   As stated under the heading "About This Membership", "An Annual Membership Fee of $49.99 will be assessed to your membership and billed once per year starting at month 3 of your membership and then annually thereafter..." [redacted] account has been billed in accordance to his agreement with us.  I have attached a copy of [redacted] membership agreement for his review and to keep for his records. According to our records, on 8/31/2016 we received a request through our online Support Desk to freeze [redacted] membership from September 2016 through January 2017.  In our response dated 8/31/2016 we advised [redacted] that his membership was set to be frozen beginning 10/1/2016 through 1/31/2017 and his account would be billed our reduced Student Freeze Rate of $4.99 + sales tax, per month of the freeze.  Although we do require 15 days notice for all freeze requests, we try our best to honor the member's request when we are able.  As [redacted] freeze request was received on 8/31/2016 and his September membership dues were set to be billed the next day, our billing software would not allow an adjustment to this charge; therefore, we froze [redacted] account for the following month.  However, we have issued an account credit in the amount of $16.05, for the difference of [redacted] September membership dues and the student freeze fee.  We hope this helps!At anytime, if [redacted] has questions regarding his WoW membership account, he may simply submit a request through our online Support Desk by visiting support.workoutworld.com.  We will be happy to assist [redacted] in anyway that we can.

Complaint: [redacted]
I am rejecting this response because:
I was not given an opportunity to read that contract, never received a copy of the contract, received a contrary oral representation from Stephanie (who, upon information and belieg has since been fired bc of issues related to dealing w customers), and therefore that provision is legally not enforceable.  I signed a electric pad.  I did not agree to pay this fee.  I believe this is not only a violation of the Consumer Fraud Act but is also a deceptive business practice.  Wow recently settled a class action lawsuit involving similar claims.  The contract is not legally binding.  I was not advised and did not agree to pay any such fee, and in fact was told it was $20 a month plus tax, no contract, no other fees, and it could be cancelled at any time.  Again, I am respectfully requesting the annual membership fee be refunded.  Thank you.  
Regards,
Nicole Tierney

We have thoroughly looked into this for [redacted]. O 12/31/2014 [redacted] enrolled on a membership that has an Initial Term of 12 months. [redacted]'s membership cancellation cannot take effect until completion of the Initial Term. We have received [redacted]'s cancellation notice dated Sep 28 and her...

Membership is set to cancel on 12/31/2015. [redacted]'s last billing date will be on 12/1/2015. We hope she comes in today to enjoy the club!

We appreciate your patience while we have thoroughly reviewed [redacted] inquiry.  According to our records, on 4/14/2017 [redacted] enrolled under a personal training agreement with an initial term of 12-months. Her personal training agreement cannot be cancelled until the initial term...

has been complete.  We would never hide or not disclose information from our members.  On the first page of [redacted] personal training agreement with us, under the section titled "Monthly Addendum Option" it states "You may cancel after the expiration of your remaining addendum term..."  At this time, [redacted] has completed a total of 3-months on her initial 12-month term. Although [redacted] is responsible for the full term of her agreement with us, we will be happy to make an exception for her to downgrade her personal training package.  If [redacted] would like to downgrade her agreement to our package that includes 2 personal training sessions per month, she will be responsible for 9 additional monthly payment in the amount of $99.99.  I have noted [redacted] account of this exception and she may downgrade her agreement at her local Jersey Strong location.

Complaint: [redacted]I am rejecting this response because: I had closed my account, which is why 4 months without charges was to be expected. The card had been updated for [redacted] account according to WOW workout world, and this complaint is completely separate from that issue, other than to serve as evidence that WOW had my updated Bank card on file. Why has WOW offered and rescinded a credit on this account, I do not know. I am not the first client that has been taken advantage of in this matter, as WOW has settled Class Action Lawsuits over the exact same issue. AGAINI am owed my dues starting from when my account was closed, Bank overdraft fee (2x) any irrelevant late fees as per WOW's calendar Additionally, I would like a prompt response to my August request for [redacted] account to be closed without penalty due to her moving out of state. Additionally a prompt response to my August request for [redacted] account to be closed without penalty due to her moving out of the area.   ADDITIONALLY I am owed the difference for the months that my sisters account was taken off of freeze intermittently without cause or explanation; Regards,
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 have thoroughly reviewed [redacted] request.  Through our online Support Desk, we notified [redacted] that his membership would remain active for the full month of January.  When a member who is within the initial term of their agreement is requesting to cancel due to...

relocating, we will cancel the member's agreement upon receipt of a payment in the amount of 10% of their total contract price.  If the 10% payment is approved by the member and processed after the 1st of the month, the membership will be cancelled at the end of that month.  No refund will be issued for payments received prior to that date.  However, we do understand that [redacted] [redacted] is not able to use the facility for the remainder of January due to relocating.  We have issued a credit card refund in the amount of $48.14 for the January membership dues paid by [redacted]  We have issued a credit card refund in the amount of $53.49 for the January membership dues paid by [redacted] If [redacted] [redacted] are ever back in NJ we would love to have them be part of the Jersey Strong Family again!

As [redacted] stated in her inquiry, she is currently enrolled in a personal training agreement with us, and she is responsible for the term of that agreement.  At this time, [redacted] has completed 4-months of her initial 12-month term.  According to our records, [redacted] has used...

13 out of the 16 personal training sessions that she has paid for. Although [redacted] is responsible for the remaining 8-months of her initial term, we can see that she does not want to continue her personal training with us.  We will make an exception for [redacted] to release her from her training agreement for an Early Cancellation Fee of $199.   We hope this helps! I have noted Ms. [redacted] account of this exception.

Complaint: [redacted]
I am rejecting this response because:Work out world's response is untruthful. I have the emails saved , left a voicemail on the owners voicemail , called into , and responded to emails asking to be removed    The saved emails will be forwarded later to this complaint  - and will prove that this response from them is inaccurate   
Regards,
[redacted]

We have thoroughly looked into this for [redacted]. We see that she was issued a credit of $87 for boot camp on 5/6/15. On 6/15/15 ** [redacted] disputed 4/1/15 dues and her [redacted] with her credit card company, which was a bill she was responsible for. On 6/23/15 we lost this charge back...

and added the bill back into her account along with a $25 charge back fee. The $25 charge back fee is what WoW is charged for each dispute a member places against us.

We have thoroughly looked into this for [redacted] and have found her previous cancellation request. We apologize for any inconvenience and are happy to be able to fix this immediately. [redacted] balance of $156.80 is cleared and her account has been terminated. We hope that when [redacted]s...

looking for a health club in the future she keeps WoW in mind!

[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]

I will be happy to answer any questions that [redacted] may have about her Jersey Strong membership.  According to our records, on 11/8/2017 [redacted] enrolled under a VIP+ membership, with an initial term of 12-months.  Her membership is not eligible to be canceled until the initial term...

is completed.  In addition, on 11/10/2017 [redacted] enrolled under a separate personal training agreement.  As stated in each of [redacted]'s agreements with us, if a cancellation request is submitted in writing within 72 hours of enrollment, the agreement may be canceled with no further penalty.  We received notification from our Manalapan club that [redacted] verbally requested to cancel her personal training agreement. Although a written request was not received, an exception was made to honor the verbal request and [redacted]'s personal training agreement was canceled accordingly. A refund check in the amount of $136.98 was issued for the initial payment made on this agreement and mailed to the address listed on [redacted]'s membership account.  I have thoroughly reviewed our records and a request to cancel [redacted]'s membership was not submitted within 72 hours of enrollment; therefore, [redacted] is responsible for the full term of her membership agreement.  Please note, [redacted]'s membership & personal training agreements are not combined.  She is responsible for the terms & conditions stated in each agreement with us.  If [redacted] would like to cancel her membership at the end of the initial term, she may submit a request to support.jerseystrong.com and select the Cancel Membership support category. We hope [redacted] comes in to enjoy her membership today!

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 **3** of your membership and then annually thereafter..." We would never not disclose or hide anything from our members. However, since you were not aware of the annual membership fee, even though it is stated in your membership agreement, Mary does not normally do this, but she will allow a credit card refund in the amount of $53.49.

I have thoroughly looked into this for [redacted]  According to our records on 4/29/2015 [redacted]r enrolled in a personal training agreement, with an initial term of 12 months.  [redacted] confirmed her knowledge of this agreement by making payments and using the sessions provided. [redacted]...

[redacted] was notified through email, if she purchased the [redacted]e training package with a lesser  initial term, her monthly payment would have increased.  [redacted] was billed monthly training payments of $197.  The [redacted]e package, with a lesser initial term, would have been billed at $250/month.  According to our records, [redacted]r paid a $37 processing fee, 6 months of payments at $197, and a 10% payment to cancel prior to the completion of the initial term at $240.10, for a total payment of $1,459.10.  If [redacted]r was enrolled in a lesser term for the 6 months of payment and the $37 processing fee, [redacted]r would have been responsible for a total payment amount of $1,537.We do understand [redacted]r's frustration and we have added 4 personal training sessions to her account with us.  The sessions may be used by [redacted]r at a later date, or the sessions may be gifted to a friend or family member.  We hope [redacted]r is able to use these 4 training sessions!

Complaint: [redacted]
I am rejecting this response because:The contract wording says the following.In the event of cancellation based on change of permanent residence too location more thank 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. It clearly states the 10% fee would be calculated from the DATE the notice was received. Does not say the date that the "proof" was submitted. In addition, I sent the documents on Aug 11 at 12:10PM to Cassandra and support+id[redacted] The bigger issue is that it took a whopping 33+ emails to have it cancelled after the proof was submitted. This is clearly the failure of WOW Organization to take an inordinate amount of time to process a simple request.Just to recap. (1) The contract says the 10% fee is calculated from the date the notice is received. The proof is required to process the request but is not used to calculate the fees. (2) If you guys were waiting for a notice, your staff COULD have reached out and said "You submitted a cancelation notice but did not submit the proof of address, this is required by ... to terminate the contract. Your termination fee will be $XX.YY> Obviously this may be new to your company but it's called "Good Customer Service". Bad Customer service is dragging out a simple request for more than 30 days (see #3 below)(3) Why did it take 33+ emails over a span of 30 days to terminate my contract? 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:my back pain has been a permanent disability since I was 12 years old and have been going to physical therapy and chiropractors since then.  per doctors orders, I have not used my personal training sessions as per the email below suggests.  I should not pay a cancellation fee, for services I no longer can do.  I go to the gym now just to walk on treadmill- that requires no heavy lifting or excess amount of strain.
Regards,
[redacted]

I have thoroughly investigated [redacted] WoW membership account and there is no record of a cancellation request received.   Due to the outstanding balance of $281.86 remaining on [redacted] account, his membership was suspended on 10/31/2015.  [redacted]...

[redacted] has not been billed since that date.  We have made the exception to waive all late fees applied to [redacted] account with us.  I have contacted [redacted] and we have received payment in full.  [redacted] WoW membership account has been cancelled.  He will not be billed going forward.  We hope this helps!

According to our records, on 6/1/2011 [redacted] was enrolled under a WoW VIP membership agreement.  Due to the outstanding balance of $108.35, on 7/25/2013 [redacted] membership was cancelled and sent to collections.  [redacted] has since paid the collections balance....

 She has not incurred any further charges for her membership.  As explained through our online Support Desk, the [redacted] ending [redacted] has been billed for [redacted] WoW membership account.  There has been no cancellation request has been received for [redacted] WoW membership account.  After [redacted] was advised of [redacted] active account with us she questioned the outstanding balance, stating she has been paying for [redacted] membership each month.  A response was not sent to her inquiry as we are replying through this open case.  Currently, there is an outstanding balance of $107 on [redacted] WoW membership account.  The balance includes [redacted] March 2016-June 2016 membership dues of $26.75.  We were initially in receipt of payment for these charges.  However, on 6/23/2016 we were in receipt of credit card disputes for the months of March-June 2016.  The disputed charges have now been applied as an outstanding balance on [redacted] account with us. I have attached a copy of [redacted] agreement with us.

Complaint: [redacted]
I am rejecting this response because: The reason why I wrote to the Revdex.com  because there is no one that I could speak to about  complete bait and switch Tactic Andrew the training manager did to me when I was in his office.  My daughter and I both stood in front of him and he said everything was included on my new contract.. I've tried to reach out to him a couple times he ignored me so he knew he lied to me and he just said he was sorry.  He lied  that's why I'm contacting u and the RevDex.com   I work at a major credit card company with over 70,000 employees and millions of customers worldwide. If there was any kind of issue they would be someone that would speak to our customers. You do not want to speak to me as a customer to find out exactly what happened. That's what I'm asking you to do. It has to be someone that I could speak to.  I think this policy should change because if there's something that is wrong and anytime I reach out to the well support desk through email they do not help me. It's extremely frustrating because I was lied to   I would like someone from wow to call me personally and we could do a three-way conversation with Andy.  Wow customer service is awful especially when there's no way to speak to at the gym or at wow email support.  Anyone at the gym that I've talk to will not help me   I try talking to Andy and he walked away for me he refuses to speak to me.   Is that good Customer Service ?
Regards,
[redacted]