Work Out World

Our advertisement for a [redacted] Membership is as follows:          > Unlimited Use of Group Classes       > Unlimited Training       > Unlimited Access to All WOW! Locations       > Unlimited...

TanningNone of these statements say that they are free. The definition of 'unlimited' is:                    not limited or restricted in terms of number, quantity, or extent.We use our own discretion on what the specific offers entail.The current details of the above offers for a [redacted] Membership that are subject to change as we see fit are::     Unlimited Use of Group Classes - We are currently providing group classes at no additional cost.      Unlimited Training - We are currently providing 1 week of Personal Training at no cost to assist new members in the start of their fitness journey. Additional Personal Training is the decision of the member and at their cost.      Unlimited Access to All WOW! Locations - We currently invite new members to use any of the facilities at all our locations at no additional cost.      Unlimited Tanning - We currently provide Tanning Services at all our locations at no additional cost.To ensure that potential new members know what the details of any ads and/or commercials are, we always include the statement 'see club for details' in all our advertising.-- -- --

This is a frequent complaint by members not reading the contract that they signed. Our contract that they signed is clearly labeled Enhancement Fee, a separate line and the member has to initial it.
Happy New Year,
George

To whom it may concern:We have a web site and an e-mail for members to send us issues, complaints, compliments etc. both of which I monitor and respond to on a timely and consistent basis.There is no record of any attempt by Mr [redacted] to make any contact with me or any of our senior leaders through...

any of our channels to resolve his issue. In addition, we waive fees related to credit cards only when proof of fraudulent activity is presented to us by the involved credit card entity. There is no record of any such proof being submitted by this member.Mr [redacted] contacted our billing company and they waived 2 penalty for card decline fees which they have the authority to do when presented with an acceptable  case.Mr [redacted] was a member previous to his current membership and the billing company most likely would have previous credit card information which could have added to the issue confusion.In any case, Mr [redacted]'s actions were due to his credit card issues and we consider them resolved. We appreciate his efforts to resolve his issues but would have preferred that he had contacted us through one of our available channels.Mr [redacted] should now just make payment to keep his dues up to date and we are pleased that he will continue as a member of WOW.Have a Very Merry Xmas,George

To whom it may concern:
We received and signed the Certified Letter. That is the only confirmation we offer, that is why it is Certified. His membership was cancelled appropriately according to his contract.
Thank...

you,
George

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.
Sincerely,
[redacted]

Without a Certified Letter, the Proof of Relocation is useless.  George

To whom it may concern:I have responded twice to [redacted] in our membership e-mails reflected below about her decision to upgrade her membership and she refused to acknowledge that it was her decision. The requirements of that change were thoroughly explained to her by our senior manager but in every...

message, [redacted] threatened to place a complaint with Revdex.com which she did.As I told her the upgrade is a new contract and the issue of not knowing about Enhancement Fees is in her signed contacts.Sincerely,George[redacted],When you upgraded your membership to the Gold for 2 people it was a new contract that comes with the requirements of a new contract.Your new contract required an Enhancement Fee in October. You upgraded to take advantage of a membership to include both of you and that included the Enhancement Fee. There is no double membership charge only a change in contracts that you initiated.[redacted],I am the senior management executive of WOW. This is my second response and the answer I gave you the first time is still the correct one with one addition, to answer your query on the Enhancement Fee.If you would please look at the contract that you signed, you initialed on that same front page the acceptance of an Enhancement Fee.Again, our policies are very consistent, if you upgrade it is a new contract and the upgrade to take advantage of the Gold for 2 people was initiated by you.

Complaint: [redacted]
I am rejecting this response because: it is a straw man argument. 
We have never refused to acknowledge that we initiated an upgrade in membership or that we signed a contract. However, when my Aunt [redacted] spoke to Mr. C[redacted], Mr. C[redacted] acknowledged that the extra charge was indeed a membership charge. The term "enhancement fee" was used at neither our local gym nor by the regional management. In both of those cases, we were told my contract had been cancelled and restarted as a new Gold membership with a new membership fee. It appears the national office is attempting to make this a disagreement over the acceptance of an enhancement fee, when in fact this is the first time I have heard the term and none of the local managers identified the charge as such. 
Sincerely,
[redacted]

I just spoke to [redacted] and he will remain a member of WOW, any outstanding fees will be cancelled and he accepted a Gold Membership while continuing to pay the $ 10 versus the $20 for his Gold Membership.
 
Thank you,
 
[redacted]

Please have them send a copy of the Certified Letter receipt to my attention at the Member e-mail: George K[redacted]      ...

Complaint: [redacted]
I am rejecting this response because: when we spoke to the manager and the personal trainer we were informed that this was an error and it was going to be taken down immediately and then we saw the commercial again with the same exact advertisement. We have already contacted the news and are moving forward they are very interested in our story being as people are being falsely informed and you are then trying to get people to pay for a locked in 1 yr of training services. The recording that we have state that there is unlimited training, tanning, location use and classes. This statement should be reworded in there commercial if they do not expect clients to be upset. And in the commercial it does state "FREE".
Sincerely,
[redacted]

Ms Felgate has never corrected her problem by sending in or bringing in a valid Credit Card which is her responsibility when she signs a contract to do that. When she was first informed of her invalid card and wanted to cancel she was instructed to send in a Certified Letter requesting Cancellation...

again according to her contract. She refused and has been harassing our people with numerous phone calls threatening them with legal action and telling them the phone calls are being recorded. Our people are instructed to courtiously but quickly end the conversation when threatened. 
 
We are cancelling her immediately despite the lack of a Letter and Ms Felgate has to work with our Collection Agency to settle her valid, outstanding balance.
 
Their Customer Service Number is:  Transworld Systems
                                                      ###-###-####
 
Thank you,
 
George Katsarakes
COO of WOW

Review: I cancelled my membership to the gym on 4/18/14. I received a phone call from an attorney stating that they have been hired by WOW to collect unpaid dues. I cancelled my membership by downloading the proper form and bringing to my home club location. I have a copy of the filled out form. The attorney claims to not have any other details other than to pay them $283 in past dues plus collection fees.Desired Settlement: I would like WOW to acknowledge that I cancelled my membership and stop having the lawyers call me multiple times a day threatening me regarding payment "must be made by end of day". I do not owe them any money.

Business

Response:

we have thoroughly looked into this situation fo[redacted]. No cancellation has been received via certified/registered mail for [redacted]'s membership. This might seem cumbersome; however we've implemented our cancellation procedure with our members’ best interest in mind. By sending your cancellation request registered/certified mail you receive a receipt. This receipt is your proof that your cancellation request was submitted and received - thus removing any questions whatsoever regarding when your request was made. All memberships are continual until a cancellation has been submitted. However, we do not normally do this, but we will make an exception for [redacted] and clear him of his debt of $283.99 which will allow us to remove him from collections. We hope this helps him out, and when he is looking for a health club in the future he keeps WoW in mind!

Review: I cancelled my membership with Work out world in August 2014. My membership contract ended in October. Since then, I have been fraudulently charged for November, December and now January 2015. They continue to charge my credit card even though my contract expired, I did not renew my membership and had cancelled the membership through their required process well before they renewal.Desired Settlement: Refund of $78.52 to my credit card for fraudulent charges in November and December 2014.

Business

Response:

We have thoroughly looked into this situation. [redacted] membership was terminated in receipt of his request on December 3, 2014. We did not receive a cancellation request prior. All memberships continue on a month to month basis after the initial term is met, if we do not receive a cancel than we are under the impression you are happy with being a member at WoW and wish to continue. We hope that [redacted] can understand where we are coming from but at this time no refund is due, his account was billed accordingly for November, December and January.

Review: My contract with the facility has been over for 3 months and for 2 additional months following I was charged an additional $5.00 to my account which I was okay with being that I could now cancel because my account was in "good standing". On July 2,2013 I followed the directions to cancel any remaining membership by sending my membership cancellation by certified mail with a request for return receipt. I received a "Domestic Return Receipt" on July 5th, 2013. On August 1, 2013 My account was charged an additional $50 for membership annual dues. Again I am no longer in contract and I requested membership cancellation that they received July 5, 21013. I called the facility to request a refund after sending numerous emails that were unanswered and one of the front desk agents informed me that the charge was for annual membership dues. I continued to explain that my contract has been up for 3 months and I cancelled my membership. Not one manager at the [redacted], NJ or [redacted], NJ were available or "in" to answer any question and they would not provide a number to corporate. I have not stepped foot on Workout World property since my cancellation and I am being charged for a service I have not used. I am upset that my account has been charged twice without notification of these "fees" and that there is no one to dispute this problem with.Desired Settlement: I would like a refund of the previous transaction of $96.00 I paid for the certified letter and to cancel any further business with Workout World

Business

Response:

We have looked into Ms [redacted] situation and according to our records, this has been resolved as satisfactory.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I received an email in which it states that my complaint from 2013 with Work Out World has been resolved. It was not resolved and I had to change my debit card because I was continually billed from Work Out World after mailing my cancellation papers by certified mail with delivery confirmation. I made the effort of emailing the company and I received very rude emails when trying to communicate about my account status. My 1-year contract was expired and they charged me at full price membership. I was given excuses to why they would push back my cancellation date and they found reason to charge me annual membership fees (after my contract expired and cancellation). This business is very unprofessional and it puts a strain on the customer when trying to resolve an issue only to be ignored and lied to. Although I was very upset with situation and the communication of the business I have moved on and accepted the money taken as a loss. Work Out World fails with their customer service and is a horrible business to be associated with.

Regards,

Business

Response:

We have thoroughly looked into this situation. Ms [redacted] membership account was frozen from 07/01/2012 - 01/03/2013. The 6 months Ms [redacted] membership was frozen does not count towards completing the initial term of her contract. In order to cancel an account before the initial term is complete, a member would have to move to a residence 25 miles from the club or affiliated health clubs. We never received proof of Ms. [redacted] new permanent residence. Our valid proofs of move are as follows: NON online Bank Statement, NON online Credit Card Statement, Utility Bill or Current driver's license within 3 months. We hope this helps!

Review: member ship canceled to there requirements . billing continuesDesired Settlement: credit back to charge account, no further billing

Business

Response:

We have thoroughly investigated this for [redacted] On 12/27/2014 [redacted] enrolled in a VIP membership agreement with a 12 month initial term. On 11/12/2015 we received a cancellation request for [redacted]'s membership account with us. At that time, [redacted] completed 11 months of her 12 months initial term. [redacted] was responsible for one additional month of dues at $21.39. This was explained in our response to the cancellation request received on 11/12/2015. [redacted] membership account with us was cancelled accordingly, on 12/31/2015. [redacted] will not be billed in the future. +There is no refund due at this time. We hope when she is looking for a health club in the future, she keeps WoW in mind. Attached, please find a copy of [redacted] signed agreement with us.

Consumer

Response:

[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.]

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,

Review: Hi, my name is [redacted]. My son, [redacted] (15 years old) asked me if he could go w a friend to WOW in [redacted]. I told him yes and he said I need to go in a sign a waiver. Upon speaking w a representative (Stephanie) of WOW, I was told that for $20 a month, he could "join" and cancel at any time.I was told there would be no cancellation fee, no wait period to cancel...$20 per onth plus tax...that was it. I agreed and sign the electronic pad numerous times. I did not receive or have an opportunity to review any written contract. After that day, [redacted] never returned to the gym. I was charged $37.96 on 5/9, $21.4 on 6/3, $21.4 on 7/3; and $74.89 on 8/3. I have canceled his membership and am respectfully requesting a credit in the amount of $74.89. I have spoken with Nick and Bianca, who while very helpful told me only corporate could agree to waive the fee. I emailed corporate but was told I agreed to pay the annual membership in the contract I signed. I thank you in advance for your assistance in this matter.Desired Settlement: I would like the annual membership of $55 refunded.

Business

Response:

We have thoroughly looked into this for [redacted]. On 08/01/2015 [redacted] WoW membership account was billed for his August member dues and Annual Membership Fee of $49.99 plus tax.The Annual Membership fee is something that every member pays 1x per year in accordance to their agreement and applies to the previous months of membership. This fee is stated in [redacted] membership agreement in the section titled “About This Membership”.According to our records, [redacted] WoW membership account is set to be cancelled on 8/31/2015. He will not be billed again for this membership.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I was not given an opportunity to read that contract, never received a copy of the contract, received a contrary oral representation from Stephanie (who, upon information and belieg has since been fired bc of issues related to dealing w customers), and therefore that provision is legally not enforceable. I signed a electric pad. I did not agree to pay this fee. I believe this is not only a violation of the Consumer Fraud Act but is also a deceptive business practice. Wow recently settled a class action lawsuit involving similar claims. The contract is not legally binding. I was not advised and did not agree to pay any such fee, and in fact was told it was $20 a month plus tax, no contract, no other fees, and it could be cancelled at any time. Again, I am respectfully requesting the annual membership fee be refunded. Thank you.

Regards,

Nicole Tierney

Business

Response:

The annual membership fee is stated on the first page of your membership agreement, and it is clearly disclosed. If you take out your membership agreement, it is stated under the heading "about this membership" and states," an annual membership fee of $49.99 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 members. However, 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 $53.49.

Consumer

Response:

[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.]

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,

Review: A month and 1/2 ago, I went to the ER for some pain and they took a CT scan and it showed various medical issues in which I have to take care of and seek medical attention. I called the WOW Manalapan location and spoke with Allan, the manager whom I signed up with for a Month to Month contract back in August and said that I could cancel at anytime. He also said that the 12 month package for X-labs would also be able to be canceled and not have a problem because inorder to have X-labs, you have to have a membership and if I have a month to month, then I can cxl at anytime. I have reached out and advised the location that I need to cancel, I have sent a copy of the CT scan to both Managers, Dave and Allan. I also went online to request to cancel the membership and attached a copy of the CT scan, however, their blanket email says that I need a doctors note that says that I am permanently disabled which is not the case. Dave has sent an email back to the customer service stating that they should cancel my membership. No word on any of this. I am very frustrated and upset of the lack and care that they show and the fact that they sign up members and say one thing and then you cannot cancel the membership. I wish that I had googled this company before I joined because the amount of reviews for lack of customer service and bad business practices seem to be the norm for Work Out World.Desired Settlement: I want last months charge to be refunded and have them cancel my membership with no other charges to my credit card made ever!!!

Business

Response:

We have thoroughly looked into this and see that the matter was solved satisfactory as of 12/2/15 when WOW allowed [redacted] to cancel her PT agreement.

Review: Contract language says "In the event of cancellation based on change of permanent residence too location more thank 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."

Notice was given in June. WoW failed to ask for proof of move or cancel my contract. They continually billed me for July, Aug, Sept.

I provided them with proof in August. The language you need to read carefully says "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" (date the notice was received)Desired Settlement: Refund for July, August, Sept and termination of contract

Business

Response:

We have thoroughly looked into this for [redacted], and I will be happy to address his concerns. The proof of move policy is also stated in [redacted] agreement with us. 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 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 price. I see that we received [redacted] Proof Of Move document on 8/25/2015 and at that time our customer service agent disclosed the amounts owed in order to break your contract and cancel immediately. On 9/8/15 we issued a refund to the card on file for [redacted] WOW membership of $6.64. This amount is the difference between their 10% total contract price difference for both account and what they were charged on September 1st. Because we did not receive your Proof Of Move document until August 2015, we are unable to refund any further payments made. Here's a breakdown of the $6.64 credit issued to Mr [redacted] account : $87.76 (9/01 Charge for both accounts) - $81.06 (10% total contract price for both accounts) =$6.64We hope this information helps, and we wish them well!

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The contract wording says the following.In the event of cancellation based on change of permanent residence too location more thank 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. It clearly states the 10% fee would be calculated from the DATE the notice was received. Does not say the date that the "proof" was submitted. In addition, I sent the documents on Aug 11 at 12:10PM to Cassandra and support+id[redacted] The bigger issue is that it took a whopping 33+ emails to have it cancelled after the proof was submitted. This is clearly the failure of WOW Organization to take an inordinate amount of time to process a simple request.Just to recap. (1) The contract says the 10% fee is calculated from the date the notice is received. The proof is required to process the request but is not used to calculate the fees. (2) If you guys were waiting for a notice, your staff COULD have reached out and said "You submitted a cancelation notice but did not submit the proof of address, this is required by ... to terminate the contract. Your termination fee will be $XX.YY> Obviously this may be new to your company but it's called "Good Customer Service". Bad Customer service is dragging out a simple request for more than 30 days (see #3 below)(3) Why did it take 33+ emails over a span of 30 days to terminate my contract?

Regards,

Review: I have a contract for 8 personal training sessions per month. I meet twice per week on Tuesdays and Thursdays with the trainer. The trainer has missed many sessions without rescheduling. Prior to August 2015, 17 sessions have been missed that were paid for. I had communicated directly to trainer as each session was missed. This issue has worsened significantly as of 7/30/15. On 7/30, trainer missed session and did not attempt to make it up. On 8/4, trainer did not show for session and had not canceled prior (as he had previously). Currently, NO sessions have occurred in August. 8 have been paid for.

On 8/4 I went to the front desk and left a message for someone to contact me. No call back. On 8/4 Sent a request via the onlin service desk. No call back. On 8/5 sent a secondary request. Call back received 8/6, I was informed there was nothing they can do but get another trainer involved. They did not offer to make up the missed sessions. They also refused to cancel the training contract. Additionally, I was told but the person calling that I was at fault for the issues and that I was wrong for filing the requests the way I did (note this is what the web and voicemail instruct you to do). The person who called was not willing to hear what I was asking for or negotiate a resolution.Desired Settlement: I am requesting that the contract be cancelled without a cancellation fee and that no further automatic deductions be made.

I am requesting that the August payment be refunded as I have not had any sessions.

I am requesting that the cost of the 17 missed sessions from prior to Aug 2015 also be refunded.

I do not wish to continue business with this company given the way my request to resolve the issue was addressed. t

Business

Response:

We have thoroughly looked into this for [redacted], 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 6/16/16 paying $351.96 a month. After reviewing this complaint with our Director of Personal Training, we do see many attempts of trying to reolve this with [redacted]. At this time, we have made the exception to freeze her membership for the next 2 months as well as issue all expired sessions back to her account (16 in total). We would be more than happy to find a trainer for [redacted] that better fits her schedule as we have many eager trainers that are flexible with their time!