SECURRO SIDING & WINDOW COMPANY

I have looked into this for [redacted] and according to our records, on 6/28/2017 [redacted] enrolled under a membership with an initial term of 12-months.  Her membership is not eligible to be canceled until the initial term has been complete.  We would never withhold...

information from our members.  The initial term of [redacted]'s membership is clearly disclosed in several locations on the first page of her agreement. However, we will take [redacted]'s word that she was not aware of the initial term.  If [redacted] enrolled under a month-to-month membership during June 2017, she would have been billed for a $99 + sales tax Enrollment fee and her Annual Membership Fee of $49.99 + sales tax, on month #1 of her membership.  Upon receipt of a payment for the $99 Enrollment Fee and $49.99 Annual Membership Fee, we will make an exception to convert [redacted]'s membership to a month-to-month agreement, allowing her to cancel her membership and waive the remaining initial term of her agreement.  We hope this helps!We will even go one step further!  If [redacted] would like to proceed with this adjustment, we will hold a one-month complimentary membership for her to use at a later date.  If [redacted] would like to take advantage of this offer, she may submit a request to support.jerseystrong.com.  I have noted her account and our Customer Service Representatives will be happy to help her.

Complaint: [redacted]
I am rejecting this response because:
Although WOW claims that they would never not disclose or hide any information regarding my membership to me, I was never given a copy of my membership agreement at the time of signing the membership. I was given three different options to choose from; 1) to pay month to month which would not lock me into a contract, 2) to sign on for a three month contract, and 3) to do a one year membership. After comparing all three of the costs I decided to chose the full year membership because it was cheaper than the other two options, of course that was without being told that there was a $57.25 annual fee, and a $4.99 per month freeze fee if I were to freeze my account. I also asked for the most basic and cheapest account at the time of enrollment, however the manager that enrolled me LIED TO ME saying that the VIP membership was the cheapest one, so naturally I said "yes ill take that one", when in reality, the cheapest package is $9.99/mo, not the $21.39/mo that I was paying all summer, as shown in the attached photo. Work out World did not disclose to me all of my options, maybe the "manager" that signed me up, Dylan S[redacted] is not informed enough to be signing people on to memberships. In any case, I want WOW, specifically Mrs. R[redacted] to contact me directly so we can settle this issue. I want my membership changed to the $9.99 per month membership, I will not pay any extra fees aside from the freeze fee, and I want all of the extra money that I paid ( the $21.39 minus the $9.99+applicable tax) refunded to me, or used as a credit toward future payments to WOW. I understand that I am bound to a contract at this point. If WOW is willing to work these terms out with me I will continue my business with them. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I did not sign the membership agreement, the reason for me saying fine keep the membership is being that they will not allow me to talk directly to a person and I felt that their customer service employee's are not qualified to help me to which I am aggravated with their response. They need to provide me with the so called contract with my signature and a copy of the membership where they took additional money out of my bank account with out informing me. Also that I move it is not a gym's decision to tell me where I can work out being that the 5.5 miles down in Brick is the opposite direction of my address.
Regards,
[redacted]

Complaint[redacted]
I am rejecting this response because:
Rich also verbally cancelled the contract from 11/8 as he stated to me on 11/10. Interestingly enough, I have requested the personal training contract but [redacted] was only able to produce the contract from 11/8. Angel, the representative, told me he was able to view the personal training agreement. I have requested the 2nd agreement on two separate occasions however no one will provide access to what I signed on 11/10.  
Regards,
[redacted]

The advertised pricing of $9.99/month represents our Basic Membership only. This is a very limited membership type and only allows access to the equipment at one location. After discussing [redacted] goals, our Fitness Membership type which includes access to all locations and classes is what...

[redacted] chose to enroll in. Each of our membership types vary in access levels and price. [redacted] inquired about enrolling on a Basic Membership with a $0 Enrollment fee. That specific offer had ended on 3/19/2017, the day before [redacted] enrolled. To keep [redacted] as a happy member will make the exception to return her $39 Enrollment Fee paid on 3/20/2017 or we can extend our 3 Day Cancellation policy to cancel her account and receive a full refund.

After thoroughly looking into this for [redacted], we see that the exception was made to allow him to pay 10% of his total contract even though our affiliate was located within 25 miles of his new address. [redacted]'s contract would of remained at $34.21 a month until his term was complete in...

January 2016 if he chose to attend our affiliate. [redacted] insisted he did not want to go to our affliliate gym, so we made the final expcetion to allow him to pay 10% of his remaining contract price. This is company policy when you are relocating and are in term with your WOW agreement. As stated in each member's agreement, "This contract is also subject to immediate cancellation by written notice sent by registered or certified mail, return receipt requested to WoW at the address specified above 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 the event of 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." At this time [redacted] owes WOW $92.90 for the cancellation of his contract before his initial term was met. I have attached his contract to this email. We wish him well!

[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.   Thank you for the prompt response.Please share with the business that I also spoke with the collection agency and advised them it had been resolved through this effort.  She laughed and said she would call me in a week as the collections efforts would not likely be cancelled as noted.  The contact there is Mrs W[redacted], [redacted]  I expect that I should not hear from her or the agency again, please.  Thank you!
Regards,
[redacted]

We would like the opportunity to apologize for any frustration caused on [redacted] [redacted] behalf.  We would never want any of our members, past and/or present, to feel upset- for whatever reason.  We have thoroughly looked into this for [redacted] and there is no record of a prior request...

received to stop contacting [redacted].  Upon receipt of this request, [redacted] [redacted] contact information was removed from our records.  [redacted] [redacted] will not be contacted by WoW again. We have confirmed that there is in fact an option to "opt out" from Work Out World's automated emails.  It is located in the bottom portion of the email under the statement "Unsubscribe from all future emails".  If [redacted] has any future questions, he may simply submit a request through our online support desk by visiting [redacted]

Hello I did a complaint with you and now it's resolved.
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 sorry to hear that [redacted] feels this way, as that certainly was not our intention.  As explained in our prior response, we will be happy to make an exception to convert [redacted]'s account to a month-to-month agreement upon payment of the month-to-month Enrollment Fee and her Annual Membership Fee.  All month-to-month memberships are billed for a $99 Enrollment Fee and a $49.99 Annual Membership Fee.  If payment of these fees is received, we will be able to cancel [redacted]'s agreement, waiving the balance of her remaining initial term and removing her account from collections. [redacted] may contact me directly to make this payment.  I can be reached at [redacted] during regular hours.

Complaint: [redacted]
I am rejecting this response because:as I stated in my first comment. I was never contacted by phone or email or mail from anyone at the wow. I called the wow gym and to find out they have an incorrect email in file. I never provided an email as I signed up for the membership over the phone and the rep did not ask me for an email. If the membership was canceled in October 2015, why am I finding out about it 9 months later from a collection agency? 
Regards,
[redacted]