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Work Out World Reviews (182)

Review: I cancelled my membership at WoW multiple times and received confirmation that they would cancel it. They charged me $304 a month for 3 months after my membership was up. I also received various charges ranging from $70 to over $100. When I went to speak to somebody about this in person, I was told they didn't know why I was getting charged or what I should do other than to dispute it with my credit card company. I disputed it with my card company and WoW sent me back the charges a few weeks later and also charged me a fee for each charge they sent back. I reviewed my contract many times and didn't see anything about getting charged a fee for something like this. In an effort to avoid WoW sending these charges to collections and resolve this issue, I have been trying, for about a week now, to get ahold of someone in the corporate office. Every phone number and email address I receive for the corporate office is a dead end and doesn't get me in touch with any live person. I called my credit card company on 8/13/15 to dispute the extra fees they charged and was informed by my credit card company that WoW is not allowed to charge me those fees. I didn't dispute the personal training charges because I would like to work this out amicably with Work Out World, but it's nearly impossible to get ahold of somebody. If I can't get a hold of someone, I will have no choice but to dispute the charges again and seek legal action if Work Out World continues to charge me. They've charged me about $1000 dollars, which is no small amount to ever be charged, and its becoming a very unnecessary burden and stress on my life and finances.Desired Settlement: I would like to be able to get in touch with a Work Out World employee, in the corporate office, that can actually help resolve this issue. I would also like a refund for all of these charges.

Business

Response:

We have thoroughly looked into this for [redacted] and I will be happy to help her understand these charges. I see that [redacted] enrolled in a 6 month personal training contract for $304 a month on 11/26/14. This contract was in term until May 2015, and continual on a month to month basis as in each member's contract. This is not to keep our members trapped in monthly billing, but simply because if we do not receive a cancellation for the end of their term we are under the impression they are happy with their trainer and wish to continue on a month to month basis. I see that [redacted] submitted her personal training cancellation on June 30, 2015. Her account was processed appropriately and cancelled as of July 2015, her last bill was on June 26, 2015. I have attached the only email we received regarding her cancellation, we were never under the impression that [redacted] was unhappy and never received a complaint until we received this email through the Revdex.com. Looking into this bill of $987 that she was charged on July 20, 2015 I see that this is a result of [redacted] charging back for personal training that she was responsible for, so upon her winning these charges with her credit card company dispute we then added the bill back into [redacted] account along with a $25 charge back fee. This $25 fee is the fee that WoW receives when a member places a dispute against us, so we then charge the member this bill since they were responsible for payment. [redacted] also charged back for her March 1, 2015 monthly dues of $22.39 as well as her Annual Maintenance Fee of $49.99 + 7% tax, totaling $75.88. We then added the $25 charge back fee and placed this bill of $100.88 back into her account as she was responsible for this payment. 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 **4** of your membership and then annually thereafter..." We would never not disclose or hide anything from our members. We also would like to add that our customer service approach has changed months ago, when a member emails us requesting a phone call we have a representative call them within 1-2 business days. We never received a request for [redacted] to receive a phone call in the past about her account, as we would be happy to explain any questions and concerns to her. What we will do for [redacted] at this time, in hopes of resolving this for her, is allow a credit card refund in the amount of $125, which is the total amount of charge back fees added back to her account. [redacted] has a total of 51 non refundable personal training sessions and we hope she comes in today to enjoy them!

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: I was a member of WOW Robbinsville location for almost 2 years, always kept up on my membership fees which were auto-debited off of my credit card. I recently (March 12th, 2015) went in to the location in person and spoke with the store manager, [redacted] He directed me towards a kiosk to cancel my membership upon my request. I went through this process and then paid all remaining membership fees with my personal debit card from my checking account at the front desk with [redacted] I was informed that my membership was cancelled and that I would be assessed no further fees. I received an email from [redacted] of WOW on March 16th, 2015 confirming my cancellation request - request #[redacted] The very next day (March 17th, 2015) my credit card was again charged the monthly service fee of $26.75 - Upon request I can provide emails, bank statements, and credit card statements to verify all of the information included in this letter.Desired Settlement: I would like to be refunded the $26.75 that was charged to my credit card, and I would like a phone call and/or letter from "corporate" confirming that I will be charged no further fees. Thank you.

Business

Response:

We have thoroughly looked into this for [redacted] and see that his situation is deemed solved.

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: I was a Work out World member until 6/2014. The company took my membership of 10.67 out of my account automatically every month until I canceled my membership. I sent them the requested letter of cancellation to their office. The last debit came out of my account of 6/4/2014. After that I received no debits or bills after that. I am now receiving phone calls from debt collectors telling me I owe them 40 dollars without any explanation. I have haven't received any bills or explanations of this bill. I refused to pay the company because there is no explanation for this fee as my monthly membership was only 10.67 and came straight from my bank account. I was told this was going to be reported on my credit score. I attempted to contact Work out World's billing department and they do not have a contact number. I sent an email to them and am awaiting a reply. I feel like I'm being extorted to pay them this fee or they damage my credit.Desired Settlement: I want this charge to be dropped and I want my credit score not to be effected. This company is charging me for no reason.

Business

Response:

We have thoroughly looked into this for [redacted] We see that he has a past due balance of $41.86 which caused him to go into collections for failure of completing his payments. At this time, however, we will make the exception to waive [redacted] balance and pull him out of collections. We hope this help!

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: I joined WOW in 12/2014 as a VIP 12 Month Membership for $19.99 per month which was automatically taken out of my checking account. Beginning in February, 2015 WOW was taking $50.39 out of my checking account as my monthly fee. I questioned the WOW in Manalapan, NJ and was advised I was being charged for a Boot Camp Class which I signed up for. I never signed up for this class. After further investigation by WOW I was advised that when I joined in 12/2014 was given a free month of the Boot Camp Class and after that month, per my contract, I was to cancel to avoid any charges. I was never advised of this when I joined and further, nowhere in the contract I signed does it state I get a free month of Boot Camp and that I have to cancel it to avoid further charges. I sent a copy of my contract to WOW and was advised that one of the owners, Mary R[redacted], does not usually do this, but they will give me 6 months free at the gym. To me that is an admission that they were incorrect in charging me for a service which I did not purchase, nor use at the gym. I respectfully declined and again requested that I be refunded the amount owed to me for the 8 months of being overcharged, because at the end of my contract, I will be canceling my membership. Per my signed contract, my monthly charge should have been $22.77 per month with taxes included. Therefore, I am owed approximately $220.00 from WOW. Since I sent my email response to WOW's 6 month free membership on September 25, 2015, I have had heard nothing from WOW. As I read many comments on-line about WOW, it seems like this is standard practice of WOW to overcharge its customers and give them a hard time to getting a refund for services they never received and were not stated in the signed contract. I have never attended any Boot Camp class, nor did I even have knowledge that the gym offered this class and records that WOW has will reveal this also. Thank you so much for your help.Desired Settlement: I want my money refunded.

Business

Response:

After revisiting [redacted] situation and seeing that she is unhappy with our resolution to receive 6 months for free, we will allow a refund check to be sent to her address in the amount of $232. We have added October's bill back into her account and charged her credit card on file for October's monthly dues of $21.39 since the billing freeze was removed and we are sending a refund check instead. [redacted] account is set to be cancelled after her initial term on 12/31/15. We hope this helps!

Consumer

Response:

Please disregard my email from yesterday. When I got home from work yesterday, I got the check from WOW in the bank. Again, thank you so much for all your help. - [redacted]

Review: *April 2013 - credit card was declined, so monthly dues were paid by debit card. Both credit card AND debit card were charged in April by Work Out World. The first payment was taken out of debit so account was in good standing, then Work Out World charged my credit card, which put me over the limit and incurred over limit fees (unnecessary fees since I made the payment with debit).*Soon after I went to the gym and spoke to someone at the front desk. Front desk rep told me for billing/ double charge issues I have to go to the website and submit a complaint. I did this TWICE -no response. I went to the gym again and spoke to a front desk rep and told them I want to quit because I never got a refund for my double charge and was told I can simply do so by submitting a request on the website! (which is not true)*There was never a manager at the gym to talk to and the front desk reps kept telling me to do everything online which never gets any response and no reference number that you ever submitted anything.*Beginning of November I showed up with a friend at the gym for a witness. No manager onsite. No contact number for manager so I was told to try back the next day he should be in around noon. When I called the next day for [redacted] no last name, he was not there. I left my name and number and email with the girl who said she'd leave him the message to contact me and resolve the issue the next day. When I finally talked to [redacted] a week later around 11/14/13 he said the cleaning crew probably threw the note in the garbage. *November 13 or 14 FINALLY saw a manager! He told me he was sorry for the misinformation I received from the front desk people and that I should have mailed a cancellation form certified mail to cancel my membership. I said the girl at the front told me I can do so online which I did. He told me to email him my situation so he can forward it to someone. Kept calling him and he was never available. I owe them over $200 since then.Desired Settlement: Since there is nobody I can contact and I keep getting ignored and there's no way I can cancel my account I would like all my accrued fees cancelled since April and a refund for the double charge from April. I want my membership cancelled ASAP. I was told to submit a request on the website for someone to contact me and the website does not work when you click "manage account". When I called corporate headquarters with my manager at work and hit the customer service option we got a "goodbye" and click. I really want to have someone confirm or contact me that the charges since April have been dropped and my account is terminated. The mistake was made on Work Out World's part and they have ignored me and given me misinformation and the run around.

Business

Response:

According to our records, a cancellation was not received via certified or registered mail for Ms. [redacted] membership account. Due to this, her account remained active. Also, our records show the amount that was billed for Ms. [redacted] account in April was used toward her May dues. At this time, we will take Ms. [redacted] word in good faith, and we have removed her membership account from collections and waived the balance on her membership account. Ms. [redacted] membership will remain cancelled with no further payments due. We hope this helps her out and if she is looking for a healthy club again in the future that she keeps us in mind!

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,

I was a member for 4 years with no reason to initiate contact with customer service. I signed up for training sessions and was told my contract would be month to month, as was my gym membership (apparently) and that I would be able to change the package or cancel at anytime. I changed jobs and was required to travel out of state for most of the year. When I tried to decrease my sessions package I was told the contract was for a year and I'd have to continue to pay the over $500 a month even though the was no possible way I could use them. I was able to speak with a gym manager and have the sessions frozen for a few months. 6 months after that I tried to speak to a manager again and was told there was no longer a gym manager at all. Any request about my account would have to go their support desk, available via opening an online ticket only and no phone contact. They repeatedly gave me misinformation regarding the terms of my contract and the end dates. If I did not know a personal trainer with the gym who was able to put me in contact with a superior, I would've never gotten an answer regarding my contract or the help I needed. I once again attempted to get help from the support desk months later to freeze my sessions and explained the situation of being out of state on business and they said I would need a doctor's note (how do you get a doctor's note for traveling?) to freeze my sessions. But they went ahead and froze my membership so that it would freeze my sessions, but I'd still get charged a monthly fee (which ended up being the equivalent of 75% of my gym membership fee anyway), all without my permission. I responded to cancel everything at the end of my contracts. They said they would and once again misinformed me of the end dates of my contracts.

Review: Purchased membership over the phone and the Salesman told me my membership was month to month cancel anytime- never Emailed me a contract but when I went in for the first time they had me sign a pad and now I find that they placed my signature on a contract I've never seen and ignore the fact that the salesman lied to me- customer service is not allowing me to cancel until I have completed a full year of payment to the gym. In addition to the lies and deception the gym is absolutely filthy and unsanitary.Desired Settlement: Wish to no longer be forced to pay a membership that I never agreed to.

Business

Response:

We have thoroughly looked into this for [redacted]. O 12/31/2014 [redacted] enrolled on a membership that has an Initial Term of 12 months. [redacted]'s membership cancellation cannot take effect until completion of the Initial Term. We have received [redacted]'s cancellation notice dated Sep 28 and her Membership is set to cancel on 12/31/2015. [redacted]'s last billing date will be on 12/1/2015. We hope she comes in today to enjoy the club!

Consumer

Response:

Review: [redacted]

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 anytime. The gym is also filthy and the sales people tell customers the lies and in the end the customer is the only one who is affected. The gym takes no responsibility for its unprofessionalism.

Regards,

Business

Response:

We are sorry to hear [redacted] feels this way. Our maintenance department works around the

clock to make sure that all of our equipment gets repaired as quickly as

possible and our health clubs remain spotless. We work very hard to make sure that this is accomplished because we

pride ourselves in our clubs! I have attached [redacted]'s membership contract with WoW, we have received her cancellation and have updated her account appropriately to be terminated as of 12/31/15 after her initial 12 month term is complete.

Review: Funds were deducted from my bank account illegally and without my permission or consent. My obligations were fulfilled at the time that my membership terminated. I've contacted Work Out World and have not had any response from them.Desired Settlement: I would like monies returned to me.

Business

Response:

We have thoroghly looked into this situation. We see that on 10/1/2014 [redacted] account was billed $34.24 for her October member dues. Due to a dispute [redacted] placed with her credit card company for this charge we were unable to receive payment. This amount was then applied back to [redacted] account and due to the dispute a $25.00 charge back fee was applied as well. [redacted] may speak to her financial institution for further details regarding this dispute. A Charge Back fee is the fee we incur from the financial institution of the card on file when a charge is disputed. The member is charged since they are responsible for having accurate billing information on file with us. We hope this information helps.

Review: My daughter, [redacted] has made multiple attempts to close her to discontinue her Work Out World membership. The first time she did it in person and the club continued to charge my credit card. The second time they told her to fill out a form online and she did everything they told her and they continued to bill my credit card. The third time I personally sent a cancellation form by certified mail and again this month my credit card was charged. They have made it impossible to discontinue this gym membership. In addition they have no contact phone number on their web site except for the gym itself where you can only talk to a receptionist and not the billing department. The receptionist is the one who continues to give us false information about discontinuing the membership. They intentionally make it impossible to discontinue the membership. My daughter has not been inside of that gym for over a year and she is still being charged. I don't know what else to do except for hiring an attorney. But I want to report this so that no else has to go through the same thing.Desired Settlement: I would like a refund on all of the charges the gym has made on my account over the past year. I also want other consumers aware of their unfair billing procedures.

Business

Response:

According to our records, [redacted] request for cancellation was received in January 2014. [redacted] membership was cancelled as of 1/31/2014. Our cancellation policy and procedure is stated in [redacted] membership agreement with us. We did process [redacted] cancellation in accordance with her agreement with us. No further payments are currently due for [redacted] membership account. We hope that if she is looking for a health club again in the future that she keeps us in mind!

Review: In November 2015 I went to Menlo Park location to cancel my membership. One person on the desk sent me to Kiosk to fill the cancellation. I did what he asked me to and he said it will be cancelled and I will not be charged from December 2015. But today I checked my credit card statement and I was shocked to see that they charged me 26.74 in December and also in January. I immediately went to the Menlo Park location and ask the person on the front desk. He checked in the computer and said my membership is already cancelled. Then he asked me to talk to manager named Veron. I talked to her and she also verified that I request cancellation in November and asked me to check again as today is Saturday, so their corporate office is closed. She assured me that I will get my refund for December and January. After I came back to home I got a call from her saying my cancellation request was not processed because I did not click the send button on request. So I wont get my refund and my membership will be cancelled from now onwards. When I cancelled my membership, I followed all the instructions what I was told by their associate present on that day. And today also they are able to verify that I requested cancellation in november but now they are saying it was not completed and I will not get my refund. I fear that they will never cancel my membership like this.Desired Settlement: I want them to refund for the two months totalling 53.48 dollars and dont apply any further charges.

Business

Response:

I have thoroughly investigated [redacted] account with us. I am unable to locate a cancellation request submitted during the month of November 2015, for [redacted] WoW membership account.

Review: I signed up for gym over 3 years ago. I used membership for while and after I was injured at work I no longer could use the gym due to my injury. While I was recovering I put my account into freeze mode for a fee of $5.24 a month. I have contacted the business about my situation to cancel my membership, but they refused. The account has been in freeze for over 36 month and I have been billed $5.24 every month. I have visited, called and emailed company about the issue. My account according to person I spoke at the Ocean, NJ location was finished and I could cancel it. I mailed the form given by them on September, 2014 and haven't received any response.Desired Settlement: I would like to refund of $5.24 x 5 month and to cancel my membership completely and stop any more unauthorized payments from them.

Business

Response:

We have thoroughly looked into this for [redacted]. At this time [redacted]'s membership is not eligible to be cancelled. A cancellation cannot be submitted before the initial term is complete. [redacted]'s cancellation has been submitted as of 12/31/2015 due to freezing the membership. The last billing date will be on 12/1/2015. The freeze has been removed. A member cannot be on freeze and cancel at the same time. We encourage [redacted] to come into the club today and take advantage of his great VIP membership!

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

That is not true. I had account frozen for a few years now and before then I had a membership active for a while. Why is it being reset again to 12 month? Why is the date of request to cancel is incorrect? Why I am being taken out of freeze and being billed again without my permission?These are unethical and probably unlawful actions on your part. Please reconsider your approach and actions to this issue with some professionalism and ethics in mind.

Regards,

Business

Response:

We have thoroughly looked into this for [redacted]. We see that [redacted] attempted to cancel his account in February of 2015, however, due to freezing we were unable to process this cancellation until 12/1/2015. When a member freezes their account, their initial term is extended the amount of months that were frozen. After revisiting [redacted] membership, I see that his account was about to go into collections due to non payment. The exception was made as of 8/20/15 to clear his balance and cancel him immediately, we hope that this helps Mr Siuksta and if he is looking for a health club in the future we hope he keeps WoW in mind!

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 as long the company Wow will send me a confirmation in writing by mail. Thank you

Regards,

Review: In April of 2015 I cancelled my membership right before it ended in may because I was getting knee surgery. The manager named Anthony sent me to the kiosk to do the cancellation. When I came back the end of June to the gym another manager Dana helped me but told me my membership was still active. She then cancelled it herself. Both times my membership was cancelled and I never received any confirmation. I call Dana which is the manager on two other occasions just to make sure everything was done because I never received an email and she said she hasn't either. I then emailed corporate about my issue referring to my account and they told me they cancelled my membership and it will be in effect the end of August. They said they just received that I wanted to cancel my membership the first week of August which is not true. They charged me for 4 months and they won't clear the bill even though their own employee states she canceled my membership and will attest to doing so. I've been billed for over $150 .Desired Settlement: I want them to clear my bill to 0 balance for the months they charged me.

Consumer

Response:

Hello I did a complaint with you and now it's resolved.

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: On 3/23/2015 my daughter, [redacted] signed Training Agreement #[redacted] with WOW Work-out-Word located at [redacted] for personal training (PT 1/2 time).

The contract was written in a treacherous legal language no regular young person can fully understand. No clear explanation has been given to her in regards to the cancellation policies - only "to fill out online cancellation form" has been noted by the personnel.

[redacted] was/still is going through treatment for mental disorder conditions at the time of the contract signing. She was and still not working, has no source of income and has to postpone university studies till the recovery. Also she has no vision in one eye which makes it hard to read small font on the contract to her.

[redacted] has visited the gym multiple times asking for help with cancellation of the contract. She is not in the stable mental condition to go to the gym regularly as well is not able to pay $573.92 monthly membership fees. All her efforts to cancel the membership and resolve the issue have failed to get ANY feedback from WoW.

Following WOW-defined procedure we submitted cancellation form (effective 5/5/2015) as well as the Letter of cancellation to WoW Workout Word, Attn: Membership Cancellation, [redacted] by certified mail, return receipt signed by Addressee on 5/5/2015. Attached to the letter were copy of the WoW contract, WoW Cancellation Request form, letter form [redacted] and [redacted] “Re: WoW Training Agreement #[redacted]” asking to cancel the agreement and reasons for cancellation as well as 11 pages of [redacted] medical records showing her hospitalization and mental health treatment. My daughter credit card still being billed regularly in amount of $573.92/month(last charge 6/23/2015). No effort has been made by WoW to resolve the issue nor to contact us. Web search shows hundreds of complaints to Work-Out-Word of the similar matterDesired Settlement: WoW Training Agreement #[redacted] cancellation and refund of the monthly billing charges since 6/5/2015

Business

Response:

We have thoroughly looked into this for [redacted] We see that [redacted] went into Work Out World on March 23, 2015 to sign up for a personal training package with our personal training manager of our Manalapan location. [redacted] signed up for a contract that consists of 12 (30min) sessions a month, with a monthly rate of $509.04 a month. After reviewing [redacted]'s personal training history, we see that she is in on a regular basis to train, her dedication is impressive judging by the sessions that she has used and continues to use each month, which makes WoW extremely happy and proud of her achieving her fitness goals. As we would never want to financially burden any of our members, we are willing to lesson her monthly package. Since she is in term, we are not able to cancel this contract, instead we will allow her to drop down to 8 sessions a month which is $352 amonth, and this also includes unlimited X-Lab! We hope that this helps, and [redacted] continues with her health and fitness goals!

Consumer

Response:

Review: [redacted]

I am rejecting this response because:1. It is ridiculous that WoW has responded ONLY after we've filed a complaint with Revdex.com, and has not attempted to contact us previously nor reply on the certified mail we sent. This says everything about their disrespect of their customers and the abysmal quality of the customer service.2. After waiting for two months for WoW to reply their only resolution to this issue is to downgrade by one step to a package of 8 personal training sessions a month. Unacceptable. Either completely cancel the personal training contract or downgrade it to 4 personal training sessions per month.3. I need explanations of the monthly charges: every month WoW bills my credit card in two installments - $499.04 and $74.88. What each one is for?

Regards,

Business

Response:

We have thoroughly looked into this for [redacted] and see that we corresponded with [redacted] via email, answering a question regarding personal training and never received a response back from her after we answered. [redacted] has used nearly all sessions that she paid for since sign up for each month, and is responsible for these payments and this contract agreement.

Review: I joined Work Out World (WOW) on or about April 1 2015 with a basic membership and was charged a 39 dollar annual membership fee. About 2 weeks later I added my aunt to my account and upgraded to a "Gold" membership. We were assured multiple times I would not be double charged the membership fee with the new contract. However, as of October, I was charged 2 yearly membership fees, for myself and her. We were told WoW charges membership fees in April and October and I was re-charged my own membership fee because I signed a new contract, thereby forfeiting the membership fee I initially paid in April which should have covered until the following April. When we inquired of the manager, Mr. Salvadore C[redacted], we were told "this is the way it works" and that the contract said as much. That may be possible, but we were assured by the staff that I would not be charged again, and it is reasonable to assume that the word of the staff can be trusted, and that they have the authority to alter the pre-written contract while making membership deals. We have been in touch with Mr. George K[redacted] of the National Office. He informed my aunt that the second charge is an "enhancement fee" for the upgraded contract, something that is entirely new to us. He has not addressed our inquiry about the double charge. It does not make sense that the local manager or staff have never mentioned this "enhancement" fee, or that they would acknowledge that it is a double charge (rightly so or not), and Mr. K[redacted] would not.Desired Settlement: Refund of the 39 dollar membership fee charged in October, resetting my initial contract to yearly as of April.

Business

Response:

To whom it may concern:

Review: Have been trying to make contact with their corp office because the establishment is unwilling to help. There actions are deceitful and exhibit poor customer service. I have called and faxed several times to cancel my membership because I was in happy with the services they have provided. I also asked to cancel my membership because of the poor service of the staff. Multiple attempts have been made and I have made no progress. I refuse to do business with dishonest people and I want to take my business elsewhere. However they won't even bother to make contact with me and when you call the local center they just tell you there is nothing they can do.Desired Settlement: I would like my contract cancelled. This is what I have been asking them for months to do. They offer poor service and I'm unhappy with the establishment .

Business

Response:

We have thoroughly looked into this for [redacted] I see that we have explained our company policy to [redacted] multiple times as she has requested. [redacted] is in term until January 2016. Since she was unhappy about this, Mary R[redacted] made the exception to give her the month of June free of charge. Attached is [redacted]'s membership agreement, if there is anything else we can do to help we will be happy to! Her cancellation has been received and as previously stated she is set to be cancelled as of January 2016.

Review: I discussed a gym membership with manager and we agreed to $29 monthly

I signed contract and gave credit card number (had to leave card number even though I wanted to pay cash monthly)

several months later I realized I was being charged over $50 monthly

I called and found out that it was for a Bootcamp that I was supposed to go online and cancel myself if I did not want the bootcamp

I was never told about this when I signed up, and when I inquired about it was told that I could not get my money back because it was in the contract.

I did sign a contract with the belief it was what we discussed-no more than that

a copy was sent to my email for my records but I didnt know to search through it for a hidden fee!!

It is awful business practice to fool someone into paying more. Iwas never was told about it or heard about it and all of sudden im paying for it

My husband checked his card statements and the same thing was going on and he was paying for this bootcamp!

he was never told either!!

I am very angry and feel swindled Terrible business practiceDesired Settlement: I just want the months I paid for this bootcamp and had no idea about it

Business

Response:

We have thoroughly looked into this for [redacted]. As stated in [redacted]'s membership agreement, you may cancel your Boot Camp trial at anytime. Because we did not receive her request to cancel, Boot Camp had remained active on her membership account as well as her husbands, [redacted] We do not normally do this, however due to their situation we have made an exception for the [redacted] and their card on file will be refunded in the amount of $60 for Boot Camp! ($60 for [redacted] and $60 for [redacted] I hope that helps them out, and keep enjoying the club!

Review: WOW sent a Flyer in the mail to my wife who is a member. It stated that a buddy or anyone can get the same rate as hers which is $9.99 per month for a basic gym membership. All they have to do is cut out the coupon and go and sign up by April 15th. I did just that on April 15th or I tried to do that. When I went I to join the gym I was told by [redacted] the asst. Gm that they cannot and will not honor my wife's membership price of $9.99 but the lowest membership I can have is $17.99 per month for a VIP membership. I told her that no where in the ad does it state that there is a minimum membership of $17.99. As a matter of fact it clearly states and I quote, " Share your dues rate from April 1-15, 2014 only your friends get to start up at your current discounted dues rate. Just give them one of your Buddy Cards and send them in. As you have probably seen around the club and on billboards out on the road, we've raised our dues rate to $39.97/mo for Basic membership and $49.97/mo for VIP membership for new members. But this Rate doesn't apply to your friends &family... you joined WOW during one of our JERSEY STRONG promotions, and have a discounted dues rate. For 15 days only this April, you can share this rate with friends." Then it goes on to say you must present the discounted buddy card at time of joining, which I did. Again no where in the ad does it state that there is a minimum that they can go to which I was told was $17.99. I explained to Ms. [redacted] that this was a perfect bait and switch. You promise one price and once you get me in you say you can't and won't honor the ad and offer me a higher priced package. I told her I can't believe you think this is right and she agreed.

I am hoping something can be done to resolve this issue by honoring my wife's membership of $9.99 as advertised by Workout World.Desired Settlement: Honoring the ad of the same rate that my wife has which is $9.99 per month not the inflated rate of $17.99 per month.

Business

Response:

We have looked into Mr [redacted]'s situation. At the time that Mr [redacted] came into our facility inquiring about the promotional flyer he received, we were unable to offer that rate. As Mr [redacted]'s wife is a loyal member, we did offer to make an exception for him. We offered to enroll him on a membership matching the flyer he presented. He did not enroll at that time. We would be more than happy to help Mr [redacted] in any way that we can. If he would like, Mr [redacted] may contact our Customer Service Manager to discuss this situation further.

[redacted]Available Monday - Friday 9AM - 5PM

Review: I've been a member of WOW in [redacted] Township since April, and I've enjoyed the service and the facility. I've recently encountered financial issues and need to discontinue to personal training segment of my membership. I began reaching out to WOW through the only communication channel that is available... email. I submitted a cancellation info inquiry to the WOW on 6/13, once again last week, and again today. I also mailed a letter last week to their corporate office. I'm trying to understand how I can discontinue the service keeping a basic membership along with details that pertain to my agreement. They state that they will have someone follow up with 72 hrs at the latest. I've heard nothing. When I speak to them at the office I'm told to go through the email channel as its out of their hands. It's discouraging.Desired Settlement: I would like to know how to eliminate the personal training portion of my membership. I do not wish to be charged after 7/17, which is when the next bill comes in since I gave thirty days notice as of 6/13. I would like to keep my basic membership. If nothing else I need to speak to someone to understand the terms of my service better. The trainer stated that I would work out for 12 months on the form, and I was only intending on working out for 4 months with a trainer.... APR-JUL. Any assistance you can offer is appreciated.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I was left with the impression that like my m2m

VIP membership I could train m2m, which is ultimately what I requested.

This training agreement contradicts the original agreement I completed with

[redacted] on 3/11 upon joining.

I was left with the understanding that I would be able to train with [redacted] for

the term under an auto-bill option so as long as I wished to train with a

professional, without the need to pay per session, meaning that they would hold

my card on file for a year.

The option to pay in full for sessions is the option that clearly suited me

upon electing training services, but I was persuaded to enroll in an auto-bill

option again under false pretenses. I do wish to maintain my VIP

membership, but I would like to have my original request fulfilled,

discontinuing the personal training services of my membership. I

don't feel that freezing my personal training properly rectifies this issue.

Regards,

Business

Response:

Response: According to our records, [redacted] enrolled in a personal training agreement with an initial term of 12 months. In October 2013 an exception was made to cancel his personal training for 10% of his total contract price. The total came $183.69, Which was broken into 3 payments of $61.23 per month. Our records indicate all three payments were received for cancellation of [redacted] personal training and his training was cancelled as of December 2013. We hope this helps [redacted] out and that he may remain a happy member with us!

Review: At the end of June I went to the Work out Worlds web site to cancel my membership. You can only do this on line according to the front desk. After submitting this request as requested, I received my credit card bill at the end of August and noticed that they are still charging my credit card. I again went to the web site to inquire why I was still being charged. I then received an email stating that for my own protection that I needed to cancel this in writing and send it registered mail. No where on their web site does it state that this needs to be done this way. So the end of August I mailed a certified letter stating that I cancelled this the end of June and that they need to reimburse me for the August payment . I just received an email from them stating that they also have a 30 day cancellation fee and not only are they charging me for July and August but also for September. I have spoken with numerous people that have cancelled their memberships and this seems to be the way they get another 3 months of payment out of people. This seems to me to be an illegal way of doing business. They are charging for services that have been cancelled. Even if they do have a 30 day cancellation policy, that should have ended the end of July for me. Funny that they can't seem to find any record (so they say) until they received that certified letter. Will definitely never use them again and will never refer anyone to them. I will tell them to run the other way!Desired Settlement: Do the right thing! Thank you

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. They still have not corrected their web site when someone tries to cancel their membership no where does it state that it needs to be sent in a certified letter. The resolution is really not satisfactory to me but you just get tired of fighting and hoping that the business would do the right thing. They got 3 months of extra billing out of me and will never get another dime. Still will not refer anyone to this gym.

Regards,

Review: Credit Card Charged. My credit card was charged unknowingly months after I "Officially" cancelled my membership. First. They billed me for over a year in that I cancelled my memership the day after I joined. I never set foot inside the gym and did not realize I was getting billed for months as the card I used was a card I used for many things. When I noticed and tried to reseolve my situation it was as difficult as anything I ever delt with. (Stategic on how they have their gyms being the point of contact for disputes but cant resolve any of them and so no one can verbally speak with their main office) Now I get billed almost $75 again? This is fraud. When I signed up it said nothing about being scamed after I quit. HAd no annual fee or anything else.

Business

Response:

We have thoroughly looked into this for [redacted] The charge that he is referring to is his Annual Maintenance Fee. 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 **4[redacted] of your membership and then annually thereafter..." We would never not disclose or hide anything from our members. I see that this was explained to [redacted]r via email when he first inquired about it on April 24, 2014. The $25 charge back fee is the fee WoW is billed every time a member charges back, so we add that to the member's account as well.

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Description: Health Clubs, Fitness Centers, Exercise & Physical Fitness Programs, Gymnasiums, Fitness and Recreational Sports Centers (NAICS: 713940)

Address: 100 Front Street, Worcester, Massachusetts, United States, 01608

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