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: 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]

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!

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]

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.

[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]

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!

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]

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]

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.