Complaint: ***
I am rejecting this response because:as I stated in my first commentI was never contacted by phone or email or mail from anyone at the wowI called the wow gym and to find out they have an incorrect email in fileI 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 months later from a collection agency?
Regards,
*** ***
I have thoroughly looked into this for *** *** According to our records, on 12/27/*** *** enrolled under a Personal Training agreement with an initial term of monthsThe agreement included 4, 1/hour personal training sessions per month and was billed at $each month
As stated in *** *** 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 *** *or- by Registered/Certified US Mail Upon review of our records, it has been determined that *** *** submitted a Personal Training cancellation request on 6/14/ *** *** request was processed and the Personal Training agreement was cancelled as of 6/15/ All of the sessions purchased by *** *** are available for his use The expiration date on the sessions can be extended so that *** *** has the opportunity to use all sessions that he has purchasedWe hope *** *** comes in to use the club today!
All of our agreements continue on a month-to-month basis after the initial term has been completed unless a cancellation request is submittedHowever, we will take *** *** word for it that she was not aware of this and we will waive the remaining balance for her personal training and cancel
her training agreement for her immediately
I have read *** *** 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 *** *** with a copy of her agreement According to our records, *** *** 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 *** *** is responsible for the terms & conditions stated in her agreement *** *** membership is set to be cancelled on 2/28/2017, upon completion of her initial term
Complaint: ***
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,
*** ***
*** *** membership was cancelled on 10/31/due to the outstanding balance After several attempts to contact *** *** by phone, with no response, *** *** membership was sent to collections. I will be happy to speak to *** *** to resolve and due to her misunderstanding, waive any late fees applied to her account We hope this helps! We would like to make *** *** a happy WoW member again!She may reach me directly at *** *** *** during regular business hours
We appreciate your patience while we have thoroughly reviewed *** *** inquiry. According to our records, on 4/14/*** *** enrolled under a personal training agreement with an initial term of 12-monthsHer 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 *** *** 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, *** *** has completed a total of 3-months on her initial 12-month term. Although *** *** 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 *** *** would like to downgrade her agreement to our package that includes personal training sessions per month, she will be responsible for additional monthly payment in the amount of $99.99. I have noted *** *** account of this exception and she may downgrade her agreement at her local Jersey Strong location
Complaint: ***
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 membershipI 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 membershipAfter 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 $annual fee, and a $per month freeze fee if I were to freeze my accountI 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 photoWork out World did not disclose to me all of my options, maybe the "manager" that signed me up, Dylan S*** is not informed enough to be signing people on to membershipsIn any case, I want WOW, specifically MrsR*** to contact me directly so we can settle this issueI want my membership changed to the $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 $minus the $9.99+applicable tax) refunded to me, or used as a credit toward future payments to WOWI understand that I am bound to a contract at this pointIf WOW is willing to work these terms out with me I will continue my business with them.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: WOW Refuses to end my membership that should have been a MONTH TO MONTH membership that I was supposed to be able to cancel at anytimeThe gym is also filthy and the sales people tell customers the lies and in the end the customer is the only one who is affectedThe gym takes no responsibility for its unprofessionalism.
Regards,
*** ***
We would like the opportunity to apologize for any frustration caused on *** * *** *** 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 *** *** and there is no record of a prior request
received to stop contacting *** ** *** *** Upon receipt of this request, *** * *** *** contact information was removed from our records *** * *** *** 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 *** *** has any future questions, he may simply submit a request through our online support desk by visiting ***
[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The business is not hearing my complaint even though I have said it multiple timesThe business never contacted me because when I spoke with Geralyn R*** whom is the operations manager at Marlboro NJ location on July 19, 2016, she told me it's not their policy to contact clients via phone.I have no interest being a Wow member again given the way this business treats their customers with no respect and have no interest in resolving anything for me when I called themThey want to charge me for services I never render which makes no sense to meThey need to fix their billing issuesIt could have been an easy resolution had they actually contacted me in the first placeBut they just turn it over to collection agency even though they are the ones that drop the monthly charges without any notice to me.
Regards,
*** ***
[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 *** and find that this resolution is satisfactory to me
Regards,
*** ***
I have thoroughly looked into this for *** *** According to our records on 4/29/*** ***r enrolled in a personal training agreement, with an initial term of months *** *** confirmed her knowledge of this agreement by making payments and using the sessions provided***
*** was notified through email, if she purchased the ***e training package with a lesser initial term, her monthly payment would have increased *** *** was billed monthly training payments of $ The ***e package, with a lesser initial term, would have been billed at $250/month According to our records, *** ***r paid a $processing fee, 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, If *** ***r was enrolled in a lesser term for the months of payment and the $processing fee, *** ***r would have been responsible for a total payment amount of $1,537.We do understand *** ***r's frustration and we have added personal training sessions to her account with us The sessions may be used by *** ***r at a later date, or the sessions may be gifted to a friend or family member We hope *** ***r is able to use these training sessions!
We apologize if ** *** may have misunderstood the cancellation policyAs stated on the contract signed by *** *** and *** ***, "As a Dues Paying Member you may cancel your membership at any time after expiration of the Initial Term by giving at least days written notice before the 1st day of the next month." We have record of each of ** *** Online Support Tickets showing that she was explained this policy as well as how a freeze period would affect her cancellation dateEach of the Support Tickets was answered within - business days upon receipt. We would like to help in anyway that we canIf *** *** is unable to utilize this membership, we will allow her to transfer the membership to a family member or friend
We will take *** *** word for it that he submitted a cancellation and referred a friend as we did not have recordWe have waived *** *** balance and removed his membership account from collectionsPlease accept this message as confirmation that *** *** has been removed from collections
Complaint: ***
I am rejecting this response because:as I stated in my first commentI was never contacted by phone or email or mail from anyone at the wowI called the wow gym and to find out they have an incorrect email in fileI 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 months later from a collection agency?
Regards,
*** ***
I have thoroughly looked into this for *** *** According to our records, on 12/27/*** *** enrolled under a Personal Training agreement with an initial term of monthsThe agreement included 4, 1/hour personal training sessions per month and was billed at $each month
As stated in *** *** 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 *** *or- by Registered/Certified US Mail Upon review of our records, it has been determined that *** *** submitted a Personal Training cancellation request on 6/14/ *** *** request was processed and the Personal Training agreement was cancelled as of 6/15/ All of the sessions purchased by *** *** are available for his use The expiration date on the sessions can be extended so that *** *** has the opportunity to use all sessions that he has purchasedWe hope *** *** comes in to use the club today!
All of our agreements continue on a month-to-month basis after the initial term has been completed unless a cancellation request is submittedHowever, we will take *** *** word for it that she was not aware of this and we will waive the remaining balance for her personal training and cancel
her training agreement for her immediately
I have read *** *** 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 *** *** with a copy of her agreement According to our records, *** *** 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 *** *** is responsible for the terms & conditions stated in her agreement *** *** membership is set to be cancelled on 2/28/2017, upon completion of her initial term
Complaint: ***
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,
*** ***
*** *** membership was cancelled on 10/31/due to the outstanding balance After several attempts to contact *** *** by phone, with no response, *** *** membership was sent to collections. I will be happy to speak to *** *** to resolve and due to her misunderstanding, waive any late fees applied to her account We hope this helps! We would like to make *** *** a happy WoW member again!She may reach me directly at *** *** *** during regular business hours
This issue has been resolved as satisfactory
We have spoken to *** *** and resolved this dispute directly with her
We appreciate your patience while we have thoroughly reviewed *** *** inquiry. According to our records, on 4/14/*** *** enrolled under a personal training agreement with an initial term of 12-monthsHer 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 *** *** 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, *** *** has completed a total of 3-months on her initial 12-month term. Although *** *** 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 *** *** would like to downgrade her agreement to our package that includes personal training sessions per month, she will be responsible for additional monthly payment in the amount of $99.99. I have noted *** *** account of this exception and she may downgrade her agreement at her local Jersey Strong location
Complaint: ***
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 membershipI 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 membershipAfter 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 $annual fee, and a $per month freeze fee if I were to freeze my accountI 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 photoWork out World did not disclose to me all of my options, maybe the "manager" that signed me up, Dylan S*** is not informed enough to be signing people on to membershipsIn any case, I want WOW, specifically MrsR*** to contact me directly so we can settle this issueI want my membership changed to the $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 $minus the $9.99+applicable tax) refunded to me, or used as a credit toward future payments to WOWI understand that I am bound to a contract at this pointIf WOW is willing to work these terms out with me I will continue my business with them.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: WOW Refuses to end my membership that should have been a MONTH TO MONTH membership that I was supposed to be able to cancel at anytimeThe gym is also filthy and the sales people tell customers the lies and in the end the customer is the only one who is affectedThe gym takes no responsibility for its unprofessionalism.
Regards,
*** ***
We would like the opportunity to apologize for any frustration caused on *** * *** *** 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 *** *** and there is no record of a prior request
received to stop contacting *** ** *** *** Upon receipt of this request, *** * *** *** contact information was removed from our records *** * *** *** 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 *** *** has any future questions, he may simply submit a request through our online support desk by visiting ***
On 7/01/at approximately I spoke with ** *** on the phoneThis matter has been resolved satisfactory
[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Complaint: ***
I am rejecting this response because:The business is not hearing my complaint even though I have said it multiple timesThe business never contacted me because when I spoke with Geralyn R*** whom is the operations manager at Marlboro NJ location on July 19, 2016, she told me it's not their policy to contact clients via phone.I have no interest being a Wow member again given the way this business treats their customers with no respect and have no interest in resolving anything for me when I called themThey want to charge me for services I never render which makes no sense to meThey need to fix their billing issuesIt could have been an easy resolution had they actually contacted me in the first placeBut they just turn it over to collection agency even though they are the ones that drop the monthly charges without any notice to me.
Regards,
*** ***
[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 *** and find that this resolution is satisfactory to me
Regards,
*** ***
Complaint: ***
I am rejecting this response because:
Regards,
* ***
I have thoroughly looked into this for *** *** According to our records on 4/29/*** ***r enrolled in a personal training agreement, with an initial term of months *** *** confirmed her knowledge of this agreement by making payments and using the sessions provided***
*** was notified through email, if she purchased the ***e training package with a lesser initial term, her monthly payment would have increased *** *** was billed monthly training payments of $ The ***e package, with a lesser initial term, would have been billed at $250/month According to our records, *** ***r paid a $processing fee, 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, If *** ***r was enrolled in a lesser term for the months of payment and the $processing fee, *** ***r would have been responsible for a total payment amount of $1,537.We do understand *** ***r's frustration and we have added personal training sessions to her account with us The sessions may be used by *** ***r at a later date, or the sessions may be gifted to a friend or family member We hope *** ***r is able to use these training sessions!
We apologize if ** *** may have misunderstood the cancellation policyAs stated on the contract signed by *** *** and *** ***, "As a Dues Paying Member you may cancel your membership at any time after expiration of the Initial Term by giving at least days written notice before the 1st day of the next month." We have record of each of ** *** Online Support Tickets showing that she was explained this policy as well as how a freeze period would affect her cancellation dateEach of the Support Tickets was answered within - business days upon receipt. We would like to help in anyway that we canIf *** *** is unable to utilize this membership, we will allow her to transfer the membership to a family member or friend
We will take *** *** word for it that he submitted a cancellation and referred a friend as we did not have recordWe have waived *** *** balance and removed his membership account from collectionsPlease accept this message as confirmation that *** *** has been removed from collections