Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***i had complained numerous times to location about babysitting and if they never reached out to their bosses to save themselves this is not my fault this location charged me different charges I disputed and payed they are double charging I demand a refund from collections this is a joke
According to our records, [redacted] enrolled in a WOW membership account with an initial term of months on 8/30/On 10/14/we received a cancellation request via Online Support Ticket for [redacted] account at which time we reminded her of her initial term and explained the cancellation policy [redacted] WOW membership account was set to cancel at the completion of her initial termOn 11/02/we received a Membership Freeze request via Online Support ticket at which time we explained that memberships cannot freeze and be set to cancel at the same timeWe asked [redacted] how she would like to proceed and we did not receive a responseOn 12/03/we received an Online Support Ticket from [redacted] asking why she was being charged if the account was set to cancelWe explained that her membership is still in term and gave the date of her cancellation [redacted] replied asking to freeze her membership until June We explained that her initial term would be extended by the freeze period and we adjusted the cancellation date accordinglyAt this time, [redacted] has completed months of her month agreementShe may continue to freeze her membership for as long as neededWhen she is ready to start using her membership again, she may unfreeze her membership at anytime to complete her agreement with us
We have thoroughly looked into this for [redacted] we see that she signed up for a month personal training agreement on 9/14/We received her cancel on 8/18/and did so immediately [redacted] had a balance on her account in the amount of $from her August bill, payment was never receivedWe made the exception to waive this balance on her account as we previously explained to herSince we did not receive payment, there is no refund that is dueWe hope that this helps!
I apologize if [redacted] was given any impression other than WoW valuing the business she chooses to do with us We are a family owned and operated business since and have over 70,membersIn this day and age of computers, we typically accept and reply to member inquiries through our online help desk We have found this is the best way that we can properly track and respond to all member inquiriesI have thoroughly reviewed [redacted] and [redacted] 's memberships with WoW On 6/20/2017, they upgraded their memberships to our current VIP+ membership plan When upgrading their memberships, the prior agreements were cancelled and they were each enrolled under a new membership agreement The VIP+ membership plan that they each enrolled under includes a new Annual Membership Free months from enrollment, a 12-month initial term, new access permissions and an entirely new billing structure Please note, the Annual Membership Fee is something all WoW members pay on a pre-set date each year The fee is not applied to the prior or future year of membership Our Team Training class is not included in the VIP+ membership plan At this time, Team Training is available to all members who purchase a separate Personal Training package Although [redacted] and [redacted] have not enrolled under a personal training agreement, we will be happy to make and exception to add Team Training to their memberships, at no additional cost We hope this helps! [redacted] and [redacted] now have access to our Team Training classes
Complaint: [redacted] I am rejecting this response because: I have made several calls to the Wow of Ocean and taken calls from that business in reference to my accountI have asked several times for an invoice and an explanation of chargesNever could the charges be explained or invoiced as requested.I also inquired about the double billing of the annual feeWow took multiple annual fees within the same year from my account and was blocked by my bank from being able to draft from my accountWow has billed me for the same monthly payment 2-times in the same month numerous timesWhen I asked to cancel in by calling wow of Ocean I was told to bring a certified letter to that GymI still have yet to receive a written explanation of charges or a refund of the numerous overpayments made to this business Regards, [redacted]
I have read [redacted] response and I am sorry to hear that she feels this way We would never withhold a member's agreement I do apologize if she did not receive our initial email At anytime, we would have provided [redacted] with a copy of her agreement According to our records, [redacted] requested a copy of her agreement on 5/13/and one was provided to her on that same day There is no record of a prior request *** [redacted] is responsible for the terms & conditions stated in her agreement *** [redacted] membership is set to be cancelled on 2/28/2017, upon completion of her initial term
Complaint: [redacted] I am rejecting this response because: First off, the "freeze" situation mentioned in your last 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 exerciseMy 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 to 25, with 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 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 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] ***
I have thoroughly looked into [redacted] account with us and on 4/4/he was enrolled under a month VIP membership agreementThis agreement is not eligible to be cancelled until the completion of the initial term We would never not disclose or hide anything from our members The Annual Membership Fee is clearly stated on the first page of [redacted] membership agreement with usAlso stated in his agreement with us, [redacted] I was set to be billed a monthly dues rate of $+ sales tax, totaling $per month However, we do understand that [redacted] I is currently a student and we have made the exception to cancel his membership prior to the completion of the initial term We hope this helps! If [redacted] I changes his mind and would like to remain a member, we will happily place his account on a $freeze while he is away at school, so he may keep his current dues rate and use the club when he is home from school If [redacted] I would like to remove the cancellation and freeze his membership, he may contact me directly at [redacted] ***, during regular business hours I have attached a copy of his signed member agreement for review and to keep for his records
We will take [redacted] word for it that he submitted a cancellation and referred a friend as we did not have recordWe have waived [redacted] balance and removed his membership account from collectionsPlease accept this message as confirmation that [redacted] has been removed from collections
After receiving an Online Support Ticket from Ms [redacted] , I attempted to reach her via phone call on 6/29/2016, 6/30/2016, and 7/01/I left voice mails and sent emails via Online Support Ticket to Ms [redacted] in efforts to resolve this situationI did not receive any responsesMs [redacted] enrolled herself online in a membership on 2/23/At no time did we receive any communications from Ms [redacted] in regards to her account until 6/20/Ms [redacted] ’s WoW membership account was set to cancel as of 7/31/in accordance with our Cancellation Policy.We would love to speak with Ms [redacted] to explain her account
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 out of the personal training sessions that she has paid forAlthough [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 $ We hope this helps! I have noted Ms [redacted] account of this exception
According to our records, on 4/07/ [redacted] enrolled in a WoW membership agreement with an initial term of monthsWe received [redacted] ***'s Online Support Ticket request to cancel his membership on 6/14/to which we replied reminding him of his initial term and set him to cancel at the end of his initial term [redacted] also has the option to freeze his WoW membership account, so that he does not get billed the full monthly price while he cannot use the gymDue to his situation, the owner Mary R [redacted] will be more than happy to make an exception for [redacted] *** [redacted] may cancel his agreement prior to the completion of his initial term upon payment of an Early Cancellation fee totaling $We hope this helps!
When [redacted] was training steadily and would run out of sessions, he would purchase packs of sessions at a discounted rate to supplement this trainingHe has been billed for his recurring service on the 15th of each month for this Personal Training agreement from 11/15/until 5/15/as he will see on his credit card statementsAs stated in [redacted] ’ agreement, “In the event You do not cancel, Your personal training addendum will renew month-to-month until canceled.” [redacted] ’ agreement also states “Member’s failure to make use of services shall not relieve the Member of the financial obligations under this Addendum[redacted] has been billed in accordance to his agreementNo refund is dueHis trainer has been in contact with him to use his sessions
If [redacted] had reached out to us at that time, we would have been more than happy to assist her and avoid this situationWe will remove her account from collections and waive the remaining balanceIf [redacted] is looking for a health facility in the future, we hope that she chooses to rejoin with us
We have looked into this matter, the sessions are in [redacted] account and ready for him to useHis trainer is speaking with himThis matter is resolved
I have thoroughly looked into this for [redacted] According to our records, on 6/12/a cancellation request was received for [redacted] WoW membership account We replied to [redacted] through our online Support Desk and explained that her membership was not eligible to be cancelled until the past due balance of $was paid in full As payment was not received, her membership remaining active and was billed accordingly Due to the outstanding balance on [redacted] account with us, her membership was sent to collections on 8/25/for $ However, we will be happy to honor the original cancellation amount of $ [redacted] may make a payment at her local WoW location or over the phone by calling [redacted] Once the payment of $has been received, I will be able to remove [redacted] account from collections I hope this helps!
Complaint: [redacted] I am rejecting this response because: I believe that Jersey Strong breached the Personal Training contract when they falsely logged training sessions in my account I appreciate the fact that they rectified the issue by reissuing me the sessions that I had paid for I do not feel comfortable signing another contract with this company I want to be released from the contract that I had been scammed into Regards, [redacted]
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 portalShe 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 StrongIn addition, a copy of [redacted] ***'s membership agreement was emailed to her on 11/8/at 9:50amWe hope [redacted] comes in to enjoy her membership today!
[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]
According to our records, on 6/1/ [redacted] was enrolled under a WoW VIP membership agreement Due to the outstanding balance of $108.35, on 7/25/ [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 $on [redacted] WoW membership account The balance includes [redacted] March 2016-June membership dues of $ We were initially in receipt of payment for these charges However, on 6/23/we were in receipt of credit card disputes for the months of March-June The disputed charges have now been applied as an outstanding balance on [redacted] account with usI have attached a copy of [redacted] agreement with us
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] ***i had complained numerous times to location about babysitting and if they never reached out to their bosses to save themselves this is not my fault this location charged me different charges I disputed and payed they are double charging I demand a refund from collections this is a joke
According to our records, [redacted] enrolled in a WOW membership account with an initial term of months on 8/30/On 10/14/we received a cancellation request via Online Support Ticket for [redacted] account at which time we reminded her of her initial term and explained the cancellation policy [redacted] WOW membership account was set to cancel at the completion of her initial termOn 11/02/we received a Membership Freeze request via Online Support ticket at which time we explained that memberships cannot freeze and be set to cancel at the same timeWe asked [redacted] how she would like to proceed and we did not receive a responseOn 12/03/we received an Online Support Ticket from [redacted] asking why she was being charged if the account was set to cancelWe explained that her membership is still in term and gave the date of her cancellation [redacted] replied asking to freeze her membership until June We explained that her initial term would be extended by the freeze period and we adjusted the cancellation date accordinglyAt this time, [redacted] has completed months of her month agreementShe may continue to freeze her membership for as long as neededWhen she is ready to start using her membership again, she may unfreeze her membership at anytime to complete her agreement with us
We have thoroughly looked into this for [redacted] we see that she signed up for a month personal training agreement on 9/14/We received her cancel on 8/18/and did so immediately [redacted] had a balance on her account in the amount of $from her August bill, payment was never receivedWe made the exception to waive this balance on her account as we previously explained to herSince we did not receive payment, there is no refund that is dueWe hope that this helps!
I apologize if [redacted] was given any impression other than WoW valuing the business she chooses to do with us We are a family owned and operated business since and have over 70,membersIn this day and age of computers, we typically accept and reply to member inquiries through our online help desk We have found this is the best way that we can properly track and respond to all member inquiriesI have thoroughly reviewed [redacted] and [redacted] 's memberships with WoW On 6/20/2017, they upgraded their memberships to our current VIP+ membership plan When upgrading their memberships, the prior agreements were cancelled and they were each enrolled under a new membership agreement The VIP+ membership plan that they each enrolled under includes a new Annual Membership Free months from enrollment, a 12-month initial term, new access permissions and an entirely new billing structure Please note, the Annual Membership Fee is something all WoW members pay on a pre-set date each year The fee is not applied to the prior or future year of membership Our Team Training class is not included in the VIP+ membership plan At this time, Team Training is available to all members who purchase a separate Personal Training package Although [redacted] and [redacted] have not enrolled under a personal training agreement, we will be happy to make and exception to add Team Training to their memberships, at no additional cost We hope this helps! [redacted] and [redacted] now have access to our Team Training classes
Complaint: [redacted] I am rejecting this response because: I have made several calls to the Wow of Ocean and taken calls from that business in reference to my accountI have asked several times for an invoice and an explanation of chargesNever could the charges be explained or invoiced as requested.I also inquired about the double billing of the annual feeWow took multiple annual fees within the same year from my account and was blocked by my bank from being able to draft from my accountWow has billed me for the same monthly payment 2-times in the same month numerous timesWhen I asked to cancel in by calling wow of Ocean I was told to bring a certified letter to that GymI still have yet to receive a written explanation of charges or a refund of the numerous overpayments made to this business Regards, [redacted]
I have read [redacted] response and I am sorry to hear that she feels this way We would never withhold a member's agreement I do apologize if she did not receive our initial email At anytime, we would have provided [redacted] with a copy of her agreement According to our records, [redacted] requested a copy of her agreement on 5/13/and one was provided to her on that same day There is no record of a prior request *** [redacted] is responsible for the terms & conditions stated in her agreement *** [redacted] membership is set to be cancelled on 2/28/2017, upon completion of her initial term
Complaint: [redacted] I am rejecting this response because: First off, the "freeze" situation mentioned in your last 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 exerciseMy 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 to 25, with 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 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 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] ***
I have thoroughly looked into [redacted] account with us and on 4/4/he was enrolled under a month VIP membership agreementThis agreement is not eligible to be cancelled until the completion of the initial term We would never not disclose or hide anything from our members The Annual Membership Fee is clearly stated on the first page of [redacted] membership agreement with usAlso stated in his agreement with us, [redacted] I was set to be billed a monthly dues rate of $+ sales tax, totaling $per month However, we do understand that [redacted] I is currently a student and we have made the exception to cancel his membership prior to the completion of the initial term We hope this helps! If [redacted] I changes his mind and would like to remain a member, we will happily place his account on a $freeze while he is away at school, so he may keep his current dues rate and use the club when he is home from school If [redacted] I would like to remove the cancellation and freeze his membership, he may contact me directly at [redacted] ***, during regular business hours I have attached a copy of his signed member agreement for review and to keep for his records
We will take [redacted] word for it that he submitted a cancellation and referred a friend as we did not have recordWe have waived [redacted] balance and removed his membership account from collectionsPlease accept this message as confirmation that [redacted] has been removed from collections
After receiving an Online Support Ticket from Ms [redacted] , I attempted to reach her via phone call on 6/29/2016, 6/30/2016, and 7/01/I left voice mails and sent emails via Online Support Ticket to Ms [redacted] in efforts to resolve this situationI did not receive any responsesMs [redacted] enrolled herself online in a membership on 2/23/At no time did we receive any communications from Ms [redacted] in regards to her account until 6/20/Ms [redacted] ’s WoW membership account was set to cancel as of 7/31/in accordance with our Cancellation Policy.We would love to speak with Ms [redacted] to explain her account
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 out of the personal training sessions that she has paid forAlthough [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 $ We hope this helps! I have noted Ms [redacted] account of this exception
According to our records, on 4/07/ [redacted] enrolled in a WoW membership agreement with an initial term of monthsWe received [redacted] ***'s Online Support Ticket request to cancel his membership on 6/14/to which we replied reminding him of his initial term and set him to cancel at the end of his initial term [redacted] also has the option to freeze his WoW membership account, so that he does not get billed the full monthly price while he cannot use the gymDue to his situation, the owner Mary R [redacted] will be more than happy to make an exception for [redacted] *** [redacted] may cancel his agreement prior to the completion of his initial term upon payment of an Early Cancellation fee totaling $We hope this helps!
When [redacted] was training steadily and would run out of sessions, he would purchase packs of sessions at a discounted rate to supplement this trainingHe has been billed for his recurring service on the 15th of each month for this Personal Training agreement from 11/15/until 5/15/as he will see on his credit card statementsAs stated in [redacted] ’ agreement, “In the event You do not cancel, Your personal training addendum will renew month-to-month until canceled.” [redacted] ’ agreement also states “Member’s failure to make use of services shall not relieve the Member of the financial obligations under this Addendum[redacted] has been billed in accordance to his agreementNo refund is dueHis trainer has been in contact with him to use his sessions
If [redacted] had reached out to us at that time, we would have been more than happy to assist her and avoid this situationWe will remove her account from collections and waive the remaining balanceIf [redacted] is looking for a health facility in the future, we hope that she chooses to rejoin with us
We have looked into this matter, the sessions are in [redacted] account and ready for him to useHis trainer is speaking with himThis matter is resolved
I have thoroughly looked into this for [redacted] According to our records, on 6/12/a cancellation request was received for [redacted] WoW membership account We replied to [redacted] through our online Support Desk and explained that her membership was not eligible to be cancelled until the past due balance of $was paid in full As payment was not received, her membership remaining active and was billed accordingly Due to the outstanding balance on [redacted] account with us, her membership was sent to collections on 8/25/for $ However, we will be happy to honor the original cancellation amount of $ [redacted] may make a payment at her local WoW location or over the phone by calling [redacted] Once the payment of $has been received, I will be able to remove [redacted] account from collections I hope this helps!
Complaint: [redacted] I am rejecting this response because: I believe that Jersey Strong breached the Personal Training contract when they falsely logged training sessions in my account I appreciate the fact that they rectified the issue by reissuing me the sessions that I had paid for I do not feel comfortable signing another contract with this company I want to be released from the contract that I had been scammed into Regards, [redacted]
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 portalShe 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 StrongIn addition, a copy of [redacted] ***'s membership agreement was emailed to her on 11/8/at 9:50amWe hope [redacted] comes in to enjoy her membership today!
[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]
According to our records, on 6/1/ [redacted] was enrolled under a WoW VIP membership agreement Due to the outstanding balance of $108.35, on 7/25/ [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 $on [redacted] WoW membership account The balance includes [redacted] March 2016-June membership dues of $ We were initially in receipt of payment for these charges However, on 6/23/we were in receipt of credit card disputes for the months of March-June The disputed charges have now been applied as an outstanding balance on [redacted] account with usI have attached a copy of [redacted] agreement with us