After receiving an Online Support Ticket from Ms ***, 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 *** in efforts to resolve this situationI did not receive any
responses. Ms *** enrolled herself online in a membership on 2/23/At no time did we receive any communications from Ms *** in regards to her account until 6/20/Ms ***’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 *** to explain her account
Complaint: ***
I am rejecting this response because: we never received anything being told it was rejected I spoke to someone at the gym who had informed it was accepted The only resolution I will accept for a supposed 5-year old claim we are only finding about now is no money and no further contact from work out world This is disgusting and we've only had horrible experiences with this gym even as members
Regards,
*** ***
Complaint: ***
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 contractI'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,employees and millions of customers worldwideIf there was any kind of issue they would be someone that would speak to our customersYou do not want to speak to me as a customer to find out exactly what happenedThat's what I'm asking you to doIt 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 meIt'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,
*** ***
We have thoroughly looked into this for ** ***, and see that she is in term for a personal training contract with WoW which began on 6/16/15, and her cancelled has been updated to reflect her completed term on 6/16/paying $a monthAfter reviewing this complaint with our Director of
Personal Training, we do see many attempts of trying to reolve this with ** ***At this time, we have made the exception to freeze her membership for the next months as well as issue all expired sessions back to her account (in total)We would be more than happy to find a trainer for ** *** that better fits her schedule as we have many eager trainers that are flexible with their time!
Complaint: ***
I am rejecting this response because:this is a ridiculous compensation for the difference in travel that would be required to go to the affiliate gym Also the neglect of your employees who offered an express contract upon signing of the said agreement that upon moving to *** I would be able to concel the contract without any exorbiatnt fees I am requesting damages due to neglect of your employees and ability to read said contract before signing (which was not possible) I find a reasonable compromise to be me paying the 10% cancellation fee in which WOW would take responsibility for 90% of the remaknder of the contract in which I will not be able to use ther services that your establishment offers reasonably due to distance from new residence I am willing to take responsibility for cancelling a contract due to relocation and paying the 10% fee even though when requesting such information was not provided
Regards,
*** ***
Complaint: ***
I am rejecting this response because:They are providing a wrong and informationI have a letter from ww which was send to me on 1/26/and it clearly says everything is settled and I have $due, then why every year they bring this issue and give to new collection agencyI don't know what is there intention but this is a harassment to me when you are are saying ZERO balance then how come you are giving new stories and giving my name to a collection agencyThis is not acceptable and I need a final written letter from these guys that they will not do this again and my account is closed and I have to pay nothingThis company can't be trustedI mean common company is sending a letter on there paper and after a year they are doing this again? whats going on its all fraud and they are making peoples life miserable instead of providing healthI am sure there doors will be closed soon. PLEASE SHOW THIS ATTACHED LETTER TO YOUR ACCOUNTS PEOPLE WHO ARE UNPROFESSIONAL
Regards,
*** ***
I am Mary R*** assistant and I reviewed *** *** inquiry with Mary I do apologize if *** *** was not aware of the Annual Membership Fee and monthly freeze fee As previously explained, *** *** membership agreement was available to him at the time of enrollment or at anytime thereafter by logging onto our member portal *** *** may contact our office at anytime by submitting a request to our online support desk at support.workoutworld.com If at anytime *** *** requested a copy of his membership agreement, we would have be happy to provide one At the time of *** *** enrollment at WoW, we did not offer a Basic membership On 5/16/WoW offered a Base membership, billed at $21.39/ month This is the membership *** *** was enrolled underThe Base membership includes a month initial term, access to one WoW location and access to large group training classes During the month of May 2016, the Base membership was the lowest membership option available. If *** *** is interested in lowering his monthly membership dues to our current offer of a Basic membership, he may do so by submitting a request to our online support desk All members who wish to downgrade to the current Basic membership promotion will be responsible for a downgrade fee of $+ tax The downgraded agreement will include a month initial term and a new Annual Membership Fee of $+ sales tax, billed at month #of the downgraded agreement For further details, *** *** may submit a request to support.workoutworld.com
I have thoroughly investigated our records for *** *** and on 2/1/she enrolled under a personal training agreement with an initial term of months As stated in her agreement with us, *** *** personal training agreement cannot be canceled or altered in anyway during the
initial month term Please note, WoW does not offer a day trial period on our agreements However, upon review of *** *** request with one of our owners, Mary R***, we have made an exception to downgrade *** *** personal training agreement to our current offer of sessions per month, for months The original agreement has been cancelled and the new agreement has been added to her account We have responded to an online support ticket submitted by *** *** to advise of the account adjustment *** *** will be responsible to sign the downgraded agreement I have attached a copy for her convenience
To clarify, *** *** submitted a cancellation request on 10/31/We processed his request to cancel his membership and his account was set to cancel at the completion of his initial term on 8/31/*** *** is responsible for the terms of his contractAs mentioned, we have gone ahead and waived his Annual Membership fee as a courtesyI have entered the bill for *** ***’s cancellation fee of $Once the remaining balance of $+ $is paid, his account will be closed, no longer billed, and this matter will be resolved
[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,
*** ***
Upon registering for class time, there is a disclaimer explaining additional charges for classes*** *** registered for classes between March, April, and MayShe has paid for only of themThe remaining balance on her membership account represents the remaining classesAt this
time, no refund is due
We apologize to hear of any confusionOur records indicate that *** *** cancellation request and medical documents were received and processed in August We notified *** *** that the documentation provided did not qualify him to terminate his membership prior to the initial term being
completedBalance notifications are sent in the form of phone calls, emails, and lettersDue to non payment, the account was sent to collections in September The collections agency issues letters and phone calls*** *** account status was again explained to him in October Even though he was not eligible to cancel, due to *** *** situation we will make an exceptionAt that time, if he were eligible to cancel prior to the initial term he would have been billed $to cancelWe will accept a payment of $instead of the collections amount of $Please let me know how *** *** would like to take care of this balance
We have thoroughly reviewed the documents provided by *** ***. The notes provided do not state that *** *** is permanently disabled; therefore, *** *** membership is not eligible to be canceled until her initial membership term has been completeDue to *** *** current circumstance, we will be happy to make an exception to freeze her membership at $through June 2018. Please note, any months that *** *** membership is on freeze will not count towards the initial term of her agreement with us. If *** *** would like to freeze her membership through 6/30/2018, she may reply to this inquiry or submit a request at support.jerseystrong.com. If *** *** does not submit an additional request, her monthly membership dues will continue to bill until the previously applied cancellation date of 6/30/
We have thoroughly looked into this for ** ***, and I will be happy to address his concerns. The proof of move policy is also stated in ** *** agreement with usUpon the member's change of permanent residence to a location more than miles from the club or an affiliated
health club offering the same or similar services and facilities at no additional expense to the memberIn a cancellation under this paragraph, WoW shall require a 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 of for expenses incurred in an amount not to exceed 10% of the total contract priceI see that we received ** *** Proof Of Move document on 8/25/and at that time our customer service agent disclosed the amounts owed in order to break your contract and cancel immediatelyOn 9/8/we issued a refund to the card on file for *** WOW membership of $This amount is the difference between their 10% total contract price difference for both account and what they were charged on September 1stBecause we did not receive your Proof Of Move document until August 2015, we are unable to refund any further payments madeHere's a breakdown of the $credit issued to Mr *** account : $(9/Charge for both accounts) - $(10% total contract price for both accounts) =$6.64We hope this information helps, and we wish them well!
Complaint: ***
I am rejecting this response because:
Regards,
*** ***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
I have thoroughly investigated *** *** account history with us *** *** month -to-month membership agreement was cancelled on 12/31/2015, as requested *** *** was notified through email on 12/16/of the cancellation date
*** *** was advised she will be responsible to purchase a $Guest Pass, each time that she would like to use her X-Lab Perks. On 12/17/a credit card refund, in the amount of $was issued to the credit card listed on *** *** membership with us This refund was issued for the overpayment made on 12/2/ *** *** was notified of this refund on 12/17/2015.*** ***s X-Lab agreement is set to be cancelled on 6/1/2016, upon completion of the month initial term. Please let me know if you have any further questions regarding this inquiry. Thank you!
[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,
*** ***
The annual membership fee is stated on the first page of your membership agreement, and it is clearly disclosedIf you take out your membership agreement, it is stated under the heading "about this membership" and states," an annual membership fee of $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 membersHowever, 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 $
We have thoroughly looked into this for ** ***We see that she was issued a credit of $for boot camp on 5/6/On 6/15/** *** disputed 4/1/dues and her *** with her credit card company, which was a bill she was responsible forOn 6/23/we lost this charge back
and added the bill back into her account along with a $charge back feeThe $charge back fee is what WoW is charged for each dispute a member places against us
Complaint: ***
I am rejecting this response because:
If I was never instructed by one of YOUR company's sales representatives that I would only be paying $PER MONTH, I would've never signed up with Work Out World RobbinsvilleHow am I supposed to know what rates your company holds per month, which are subject to change? I'm not an employee! It is your responsibility as owners, employers, employees to maintain great customer service by telling your representatives NOT to lie about your pricing just to trick innocent people into signing upIt is your responsibility, additionally, to be more acutely aware of customer's potential financial situations and to be more accommodatingAs opposed to trapping us in contracts that are misrepresented by YOUR OWN EMPLOYEESYou didn't even have the courtesy to check if I was a male or female and you addressed me as a Ms.! Your business is severely unprofessional, unethical, and undeserving of a dime of my moneyYou will not get any payment from me and I want my contract & outstanding "debt" entirely null and void.
Regards,
*** ***
After receiving an Online Support Ticket from Ms ***, 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 *** in efforts to resolve this situationI did not receive any
responses. Ms *** enrolled herself online in a membership on 2/23/At no time did we receive any communications from Ms *** in regards to her account until 6/20/Ms ***’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 *** to explain her account
Complaint: ***
I am rejecting this response because: we never received anything being told it was rejected I spoke to someone at the gym who had informed it was accepted The only resolution I will accept for a supposed 5-year old claim we are only finding about now is no money and no further contact from work out world This is disgusting and we've only had horrible experiences with this gym even as members
Regards,
*** ***
Complaint: ***
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 contractI'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,employees and millions of customers worldwideIf there was any kind of issue they would be someone that would speak to our customersYou do not want to speak to me as a customer to find out exactly what happenedThat's what I'm asking you to doIt 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 meIt'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,
*** ***
We have thoroughly looked into this for ** ***, and see that she is in term for a personal training contract with WoW which began on 6/16/15, and her cancelled has been updated to reflect her completed term on 6/16/paying $a monthAfter reviewing this complaint with our Director of
Personal Training, we do see many attempts of trying to reolve this with ** ***At this time, we have made the exception to freeze her membership for the next months as well as issue all expired sessions back to her account (in total)We would be more than happy to find a trainer for ** *** that better fits her schedule as we have many eager trainers that are flexible with their time!
Complaint: ***
I am rejecting this response because:this is a ridiculous compensation for the difference in travel that would be required to go to the affiliate gym Also the neglect of your employees who offered an express contract upon signing of the said agreement that upon moving to *** I would be able to concel the contract without any exorbiatnt fees I am requesting damages due to neglect of your employees and ability to read said contract before signing (which was not possible) I find a reasonable compromise to be me paying the 10% cancellation fee in which WOW would take responsibility for 90% of the remaknder of the contract in which I will not be able to use ther services that your establishment offers reasonably due to distance from new residence I am willing to take responsibility for cancelling a contract due to relocation and paying the 10% fee even though when requesting such information was not provided
Regards,
*** ***
Complaint: ***
I am rejecting this response because:They are providing a wrong and informationI have a letter from ww which was send to me on 1/26/and it clearly says everything is settled and I have $due, then why every year they bring this issue and give to new collection agencyI don't know what is there intention but this is a harassment to me when you are are saying ZERO balance then how come you are giving new stories and giving my name to a collection agencyThis is not acceptable and I need a final written letter from these guys that they will not do this again and my account is closed and I have to pay nothingThis company can't be trustedI mean common company is sending a letter on there paper and after a year they are doing this again? whats going on its all fraud and they are making peoples life miserable instead of providing healthI am sure there doors will be closed soon. PLEASE SHOW THIS ATTACHED LETTER TO YOUR ACCOUNTS PEOPLE WHO ARE UNPROFESSIONAL
Regards,
*** ***
I am Mary R*** assistant and I reviewed *** *** inquiry with Mary I do apologize if *** *** was not aware of the Annual Membership Fee and monthly freeze fee As previously explained, *** *** membership agreement was available to him at the time of enrollment or at anytime thereafter by logging onto our member portal *** *** may contact our office at anytime by submitting a request to our online support desk at support.workoutworld.com If at anytime *** *** requested a copy of his membership agreement, we would have be happy to provide one At the time of *** *** enrollment at WoW, we did not offer a Basic membership On 5/16/WoW offered a Base membership, billed at $21.39/ month This is the membership *** *** was enrolled underThe Base membership includes a month initial term, access to one WoW location and access to large group training classes During the month of May 2016, the Base membership was the lowest membership option available. If *** *** is interested in lowering his monthly membership dues to our current offer of a Basic membership, he may do so by submitting a request to our online support desk All members who wish to downgrade to the current Basic membership promotion will be responsible for a downgrade fee of $+ tax The downgraded agreement will include a month initial term and a new Annual Membership Fee of $+ sales tax, billed at month #of the downgraded agreement For further details, *** *** may submit a request to support.workoutworld.com
I have thoroughly investigated our records for *** *** and on 2/1/she enrolled under a personal training agreement with an initial term of months As stated in her agreement with us, *** *** personal training agreement cannot be canceled or altered in anyway during the
initial month term Please note, WoW does not offer a day trial period on our agreements However, upon review of *** *** request with one of our owners, Mary R***, we have made an exception to downgrade *** *** personal training agreement to our current offer of sessions per month, for months The original agreement has been cancelled and the new agreement has been added to her account We have responded to an online support ticket submitted by *** *** to advise of the account adjustment *** *** will be responsible to sign the downgraded agreement I have attached a copy for her convenience
To clarify, *** *** submitted a cancellation request on 10/31/We processed his request to cancel his membership and his account was set to cancel at the completion of his initial term on 8/31/*** *** is responsible for the terms of his contractAs mentioned, we have gone ahead and waived his Annual Membership fee as a courtesyI have entered the bill for *** ***’s cancellation fee of $Once the remaining balance of $+ $is paid, his account will be closed, no longer billed, and this matter will be resolved
[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,
*** ***
Upon registering for class time, there is a disclaimer explaining additional charges for classes*** *** registered for classes between March, April, and MayShe has paid for only of themThe remaining balance on her membership account represents the remaining classesAt this
time, no refund is due
We apologize to hear of any confusionOur records indicate that *** *** cancellation request and medical documents were received and processed in August We notified *** *** that the documentation provided did not qualify him to terminate his membership prior to the initial term being
completedBalance notifications are sent in the form of phone calls, emails, and lettersDue to non payment, the account was sent to collections in September The collections agency issues letters and phone calls*** *** account status was again explained to him in October Even though he was not eligible to cancel, due to *** *** situation we will make an exceptionAt that time, if he were eligible to cancel prior to the initial term he would have been billed $to cancelWe will accept a payment of $instead of the collections amount of $Please let me know how *** *** would like to take care of this balance
We have thoroughly reviewed the documents provided by *** ***. The notes provided do not state that *** *** is permanently disabled; therefore, *** *** membership is not eligible to be canceled until her initial membership term has been completeDue to *** *** current circumstance, we will be happy to make an exception to freeze her membership at $through June 2018. Please note, any months that *** *** membership is on freeze will not count towards the initial term of her agreement with us. If *** *** would like to freeze her membership through 6/30/2018, she may reply to this inquiry or submit a request at support.jerseystrong.com. If *** *** does not submit an additional request, her monthly membership dues will continue to bill until the previously applied cancellation date of 6/30/
We have thoroughly looked into this for ** ***, and I will be happy to address his concerns. The proof of move policy is also stated in ** *** agreement with usUpon the member's change of permanent residence to a location more than miles from the club or an affiliated
health club offering the same or similar services and facilities at no additional expense to the memberIn a cancellation under this paragraph, WoW shall require a 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 of for expenses incurred in an amount not to exceed 10% of the total contract priceI see that we received ** *** Proof Of Move document on 8/25/and at that time our customer service agent disclosed the amounts owed in order to break your contract and cancel immediatelyOn 9/8/we issued a refund to the card on file for *** WOW membership of $This amount is the difference between their 10% total contract price difference for both account and what they were charged on September 1stBecause we did not receive your Proof Of Move document until August 2015, we are unable to refund any further payments madeHere's a breakdown of the $credit issued to Mr *** account : $(9/Charge for both accounts) - $(10% total contract price for both accounts) =$6.64We hope this information helps, and we wish them well!
Complaint: ***
I am rejecting this response because:
Regards,
*** ***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
I have thoroughly investigated *** *** account history with us *** *** month -to-month membership agreement was cancelled on 12/31/2015, as requested *** *** was notified through email on 12/16/of the cancellation date
*** *** was advised she will be responsible to purchase a $Guest Pass, each time that she would like to use her X-Lab Perks. On 12/17/a credit card refund, in the amount of $was issued to the credit card listed on *** *** membership with us This refund was issued for the overpayment made on 12/2/ *** *** was notified of this refund on 12/17/2015.*** ***s X-Lab agreement is set to be cancelled on 6/1/2016, upon completion of the month initial term. Please let me know if you have any further questions regarding this inquiry. Thank you!
[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,
*** ***
The annual membership fee is stated on the first page of your membership agreement, and it is clearly disclosedIf you take out your membership agreement, it is stated under the heading "about this membership" and states," an annual membership fee of $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 membersHowever, 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 $
We have thoroughly looked into this for ** ***We see that she was issued a credit of $for boot camp on 5/6/On 6/15/** *** disputed 4/1/dues and her *** with her credit card company, which was a bill she was responsible forOn 6/23/we lost this charge back
and added the bill back into her account along with a $charge back feeThe $charge back fee is what WoW is charged for each dispute a member places against us
Complaint: ***
I am rejecting this response because:
If I was never instructed by one of YOUR company's sales representatives that I would only be paying $PER MONTH, I would've never signed up with Work Out World RobbinsvilleHow am I supposed to know what rates your company holds per month, which are subject to change? I'm not an employee! It is your responsibility as owners, employers, employees to maintain great customer service by telling your representatives NOT to lie about your pricing just to trick innocent people into signing upIt is your responsibility, additionally, to be more acutely aware of customer's potential financial situations and to be more accommodatingAs opposed to trapping us in contracts that are misrepresented by YOUR OWN EMPLOYEESYou didn't even have the courtesy to check if I was a male or female and you addressed me as a Ms.! Your business is severely unprofessional, unethical, and undeserving of a dime of my moneyYou will not get any payment from me and I want my contract & outstanding "debt" entirely null and void.
Regards,
*** ***