Work Out World

Review: My credit card was stolen a few months back. I was unaware that Work Out World was still using my old card to charge my membership fees. It was only when I received bills from their third party billing company [redacted] that the issue was identified. I noticed there were fees associated with return payments on my bill. That night I visited the gym and informed them that my card was stolen and updated my credit card information. The employee informed me the fees associated with return payments would be waived because my card was stolen. However, as I was leaving he corrected himself and said I would need to bring paperwork into the gym support my claim that my card was stolen. The next day I furnished the required paperwork and the same employee now claimed the documentation would need to be e-mail to WOW customer service. After submitting the paperwork online I assumed the issue was resolved at this point. However, just the other day I received a letter from the billing company [redacted] with fees still listed. After speaking with a representative on the phone she informed me the fees still existed and can only be removed from WOW themselves. I contacted WOW through their online “contact us form”. The following day I received a phone call from a gentleman claiming to be a supervisor. He said the information received by the billing company was incorrect and those fees represented monthly member dues. There was clearly a conflict between the gym and the billing company. However. I said it is not my responsibility as a customer to communicate between the gym and the billing company. He refused to waive the associated fees and was less than helpful with my issue.Desired Settlement: I want to cancel my yearly membership and be refunded my maintenance fee for this year. I wanted any other fees, monthly fees or service fees associated with this clerical error removed. This sum would be approximately $113.00

Business

Response:

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.

Review: I had signed up for work out world, and according to their "No Contract or Obligation Feature." Apparently, you must give them notice and in writing, in which I had done so at the [redacted] NJ location. Here we are over 20 months later, and they are asking for $260 dollars in membership fees. If the gym costs $20 per month, and I was a member for 5 months (including the 2 month notification in advance, which all was paid monthly hence an ongoing balance of 0), and had paid on time, I am not quite sure where they are deriving $260 dollars from, let alone any amount at all. I was told when I had delivered, in writing, and per their request, my cancelation notice to the [redacted] location that I was "All good to go" from the manager. This obviously was not the case.Desired Settlement: I am requesting that my name/"amounts owed" be cleared, as I rightfully do not owe any money since I did not utilize any service, I do not owe any money.

Business

Response:

We have looked into this situation. [redacted] enrolled in a VIP membershipwith an initial term of 12 months on 12/02/2012. According to our records,the last payment we received for this membership was in 5/01/2013. Due tolack of payment, [redacted] WOW membership account was sent to collectionsin the amount of $264.00. This bill includes the remaining months of hisagreement, late fees, and a collection fee.We would love to help him out in any way that we can. If [redacted] wouldlike to continue his membership with us, we will pull him out ofcollections and reinstate his WOW membership account. If [redacted] wouldlike to cancel his account, we will remove him from collections uponpayment of $194.68. We would be happy to accept this amount ininstallments until the total amount is received. We hope this helps!

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The advertisement, the salesperson, and the manager had all stated clearly this gym membership has no commitment. I find it toBe misleading to advertise and say this while I was at the sales person's desk, especially because I had made it clear that I would likely be moving in a few months. The response that I received was that this would be a non issue and to let them know when I was going to be moving, and to do so in a timely fashion. I have no interest in this time utilizing work out world's services. I find the company to be dishonest, misleading, and not forthright in discussing and describing their "no commitment" contract. I did not utilize their services for 12 months, nor did I have any intention to, and their gym staff had assured me that this was the appropriate solution, even though it was not. I also find their high pressure sales tactics to be very distasteful.I am not asking for anything other than to please have my information and name cleared from their system, and to net my balance out to zero, rightfully paying for only the services rendered.

Regards,

Review: I currently have 2 memberships with WOW (I did not sign a contract with them so I can cancel at any time). They notified me that I needed to update my credit card information which I did and for 2 months now they continue to charge my account a late fee. I called and emailed them many times about this and they said they would reimburse me but nothing so far. I am so fed up that I proceeded to cancel one of my accounts by sending a certified letter with a form as instructed about a month ago. I have a receipt that they got it but no response so far. It seems that this is their way of retaining members by making it difficult to cancel with all the certified mail, etc. and then not responding ever.Desired Settlement: refund my credit card with all late fees and cancel one of my memberships.

Business

Response:

At this time we have reviewed [redacted] situation. According to our records, all late fees that were applied to his and [redacted] membership accounts have been waived and [redacted] has not been billed for these specific late fees. Our records show this situation has been resolved. We hope [redacted] may come in an continue to enjoy the facility!

Review: I cancelled my contract renewal by mail, phone and email one month prior to the end of my contract. Work Out world continued to bill me in spite of my cancellations. They are hanging their hat on the fact that I did not send the mail registered, when they fully know they received the cancellation as they emailed me back. I filled out an on line form and submitted and sent via regular mail. I have disputed this charge via my bank and want them to reverse all charges as well as not bill me as my contact was up in September 2013. I have not used this gym in almost two years as I am a hurricane Sandy victim and still am working on home repairs.Desired Settlement: 95.00 plus 23.00.

Business

Response:

According to our records we did not receive a written cancellation via USPS mail for Ms. [redacted] membership account. On 10/31/2013 we made the exception to accept her email as her written cancellation request and we canceled her membership immediately. We are sorry to hear of Ms. [redacted] situation. Due to her being a victim of Hurricane Sandy, we are glad to make the exception to refund the card on file for her membership in the amount of $53.49 for her Annual membership fee. We hope this helps her out and if she is looking for a health club again in the future that she keeps us in mind!

Review: billed for dues while not a member. I resigned in June. Billed for July which I paid (part of agreement) Billed for August which I was told would be refunded on my charge card. Never happened. Inquired about status on 8/11,8/19,8/27,9/4,9/7,9/12. Same response "we will make adjustment today"Desired Settlement: Want my credit card adjusted for the amount of $26.75 or a refund check sent to me in this amount now. I would appreciate an apology from them for making such a fool of me with there lies. Thanks in advance.

Consumer

Response:

Work out World finally made the adjustment on 9/16. Thanks for your expedient help in resolving this issue

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: Apr 6, 3:22PM:Hello, I purchased a one year membership as a gift for a friend, from12/22/13- 12/31/14. I Paid in full when opening the account so that themembership would not continue any further then this. I was not notified thatthey would continue to to charge my checking account after the date themembership ended. I have now been charged four extra months for fee's I did notagree to. I would like my money refunded . The member ID in question is[redacted]Their response as follows:Cassandra K., Apr 13, 7:53 PM: Hello [redacted] thankyou for being a member with us, and thank you for contacting us.Please know asstated in [redacted] membership agreement, his membership is continual until acancellation is submitted. Because no cancel was received, his account was toremain active. We have since accepted your email as [redacted] cancellation, and hisaccount will be cancelled as of 4/30/015. [redacted] is responsible for his currentbalance.Have a healthy & strong day!CassandraAnd this was my final response to them:Hello, thanks for your time but I will be contacting the Revdex.com. This was not a personal membership it was a gift which was paid in full so the member would not be held responsible for any fee's. When I purchased the membership gift I was told there would not be any additional fees other that the one year membership that I paid in full for. I was also told the contract with be over after the one year membership was complete. Thanks, [redacted]Desired Settlement: I did not give them permission to access to my checking account, so the only thing that I would like to have refunded to me was the last four months that they charged me for the membership, starting from January through April of 2015. The contract contract was over in December of 2014 and they still continued to charge me. Appreciate the help, Thank you. [redacted]

Business

Response:

We have thoroughly looked into this for [redacted] and see that this case has been solved through our Zendesk Customer Support. All memberships are continual until a cancellation is received as stated in each member's agreement, we did not receive a cancellation for [redacted] membership so it remained active on a month to month basis. [redacted] account was cancelled when we received the request on 4/10/15. [redacted] account was past due in the amount of $84.17 and we made the exception to clear this balance.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I would like my money back for the past four months after my contract was over. I was never informed that I would continue to be billed when I paid for the year upfront. It was supposed to cease billing me at the one year mark.

Regards,

Business

Response:

We have thoroughly looked into this for [redacted]. We see that her complaint is regarding [redacted] membership agreement with Work Out World. [redacted] wrote our support team about [redacted] membership being billed on a month to month basis when his initial term was complete. Work Out World membership's are continued on a month to month basis until we receive a cancellation, this is simply because we are under the impression they are happy with using the club and wish to remain a member. We never received a cancel for [redacted] agreement until we were in receipt of [redacted]'s email April 6, 2015. Upon receiving this email, the exception was made to clear his balance of $79.16 which is avoiding having to send his account into collections in the future as well as cancelling his account as she requested as of 4/30/15.

Review: I was signed up for and charged for services I specifically instructed I did not want. I have been charged twice for "boot camp." Additionally, even if I was to be charged for such services there would be only one charge. My girlfriend was also charged such amounts as well. The person who enrolled us made mistakes doing their job during enrollment and I am now being charged for those mistakes.Desired Settlement: I am requesting a full refund for myself and [redacted] for erroneous "boot camp" charges and request that these charges stop.

Business

Response:

We have thoroughly looked into this for [redacted]. I see that [redacted] signed for 1 free month of boot camp, and in his contract we state that if we do not receive a cancellation after his free trial he will be billed on a month to month basis assuming that he wishes to keep this add on, so at this time there is no refund that is due. His boot camp is now cancelled and he will not be billed furthermore. We greatly appreciate [redacted]'s membership and for being part of our Jersey Strong family!

Review: I signed up for Work Out World based on their multiple billboards stating "NO CONTRACT!"

I signed up and worked out there for 2 months, before I could no longer make the time to go to their gym and decided to cancel my membership. Therefore, as they specified on their website, I sent in my cancellation with a certified mailer stating to them that I will no longer be a member.

2 months later I have not heard anything from them, and after doing research on the subject, their standard operating procedure seems to be to wait 6 months before sending a collection agent to former members who have cancelled their memberships. I do not wish to become one of those people, and I wish for them to honor the terms to which I became a member, and refrained from being a member.Desired Settlement: That they confirm my cancellation via mail and/or email and cease from contacting me

Business

Response:

We have thoroughly looked into this case regarding Mr Young's complaint. We see that this situation has been resolved satisfactory.

Review: I joined Work Out World on December 28, 2013 online. The advertisement stated $49.99 down and then $29.99 per month without a contract and you cancel anytime you want, without any penalties. I sent them an email about the end of March that I wanted to cancel. Nobody ever got back to me to acknowledge my request. I called my local gym and spoke to [redacted] to get an itemization of my bill and to find out why I've been charged $416.00. She promised to get back to me within 3 days. After 1 week,I went to the gym after not hearing back from her. She told me that she's still waiting for corporate to get back to her. I asked her why is it taking so long. She seemed as though she couldn't be bothered. I went home and googled Work Out World. There are no phone numbers or addresses for somebody to contact them and there are over 100 complaints stating the same thing that I am. Everyone is complaining about charges that they were never told about and that they can't get in touch with anybody, and can't get their money back. I called my Work Out World and asked for a phone number to call somebody in corporate and they wouldn't give it to me. They are scamming their customers. I am a single mother who is living way below the poverty level and I really need that money and they took it from me without my knowledge or consent. It should have cost me 3 months at $19.99 per month plus a $50.00 start up fee, which comes to about $110.00. I don't know where on earth they figured it out to be $416.00. That amount is even more than a 1 year membership would be. After I cancelled they then took out a $50.00 annual membership fee that I was never told about. They are a bunch of crooks. It's almost 2 weeks now and I still haven't heard a thing from anybody. A lot of people have been cheated. If you could please help me because what they are doing is against the law. Thank you very much.Desired Settlement: I want to find out what those extra charges were for and, (since I was sick and never went to the gym anyway) I want a full refund. They cheated me and a lot of other people. They take your money and act so friendly when you want to join, but then when you want to cancel, they totally ignore you and you can't get in touch with anybody. They then start taking all of these fees from you because they have access to your credit card. What they are doing is disgusting and illegal. That's why they don't have a phone number or any contact info listed on the website. How can they stay in business when they are tricking everybody into joining and are then taking out fees that nobody knows what the fees are for. When you join month to month, there aren't supposed to be any cancellation fees, that's the whole reason why you're not signing a contract in the first place. I am very dissatisfied with the unscrupulous way that they do business. I'm going to tell everyone I know.

Business

Response:

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because: They are cheating their customers and deducting money from their credit cards without their knowledge. If you look at the company's website, you will see a lot of complaints that are the same as mine. They don't tell their customers about hidden fees they just deduct it from the customer's credit card or bank account without the customer's knowledge or consent.It is true that I received a refund, but that's only because I complained to my credit card company that these charges were never told to me and were taken without my knowledge or consent. I believe that Consumer Affairs should get involved to see that what this company is doing is illegal and they are withholding info so that they can sign up the customer without them knowing that a membership is going to cost much more than what was originally quoted.They are cheaters and liars. SHAME ON THEM!!!

Regards,

Review: Filled out and turned in cancellation and was not informed that I should mail in myself. Saw charges coming out and went to gym to question. Thats when I was told about having to mail myself. I was then showed kiosk that I could cancel on and was told it would be faster. I asked about the money that was taken out of my account for membership as well as a yearly renewal on one of the accounts and was told that the money would not be refunded and asked if I would be interested in keeping only one membership. I used the electronic cancellation and addressed my issue. I offered to leave the regular monthly charge since cancellation was done incorrectly however don't feel like I should have to pay the renewal. The memberships were cancelled however the payments were not addressed and no refund has been issued.Desired Settlement: I would like the money removed from my account on 9/1/14 to be replaced. I initially offered to eat a portion of the cost due to my lack of detail paid to the mailing of the form although I feel like the person at the counter could have told me that or even told me at that time about the kiosk but WoW did not respond to my request at all so I am looking for a full refund. In addition, I think that notices should be sent when the time for the yearly dues to be removed from a person's account. It is one thing to know that every month on the first an amount will be debited but it is something else when it is a once a year fee. I never plan to rejoin WoW but I think for remaining customers it's the least they can do especially with so many other competitively priced and serviced gyms in the area.

Business

Response:

Work Out World accepts cancellation requests via Certified/Registered USPS Mail or via Support Ticket submitted at the kiosks in our WOW locations. According to our records, [redacted] cancellation request via online Support Ticket was submitted on 9/01/2014. Her cancellation request was processed and her membership account will be canceled as of 9/30/2014, with no further payments due. [redacted] request to cancel her daughter's WOW membership account was also honored at that time. In response to [redacted] Support Ticket, our cancellation period was explained as well as the Annual Membership Fee billed to her daughter's WOW membership account on 9/01/2014. The Annual Membership fee is something that every member pays one time per year as stated in their contract. This fee applies to previous months of membership and is billed in the same month each year. We have no record of any prior cancellation requests being submitted for neither [redacted] WOW membership account nor her daughter's WOW membership account. As we did not receive cancellation requests for these memberships 15 days prior to their 9/01/2014 bill dates, they were billed in accordance to their agreements. We hope this helps with any confusion!

Consumer

Response:

Review: [redacted]

I am rejecting this response because:misinformation was provided during my initial request for cancellation whereby my cancellation notice was accepted at the branch. I should have been told at that time that I would have to mail it myself. Also, during the time I signed up I was told that annual dues are at the beginning of the year not for previous months. I think that it is unfair and unethical that this business takes advantage of people. I was new to the gym they told me all good things, I took them at their word and signed the contract and turns out that the lied. This business has made a practice of providing misleading information to get contracts signed and to get out of contracts. This was not the information provided verbally BEFORE the contract was signed for neither myself nor my daughter. Additionally if I had been told when I dropped off notice of cancellation I should have been told either to mail it or showed the kiosk. Dishonest business practice. Liars and thieves. There are less expensive gyms in the area who actually care about the clients rather than just collecting money. They offer the same classes and equipment and are 24 hours!!!

Regards,

Review: In the summer of 2013 my 17 year old daughter went into the [redacted] WOW and began to set up a membership. She was told by the sales person that a parent signature was need to authorize the contract. When she came home to discuss it with me, I told her that I did not give her permission. She, as well as I believed the contract to be null and void because she was a minor. She never went to the gym. However, the next month a fee was withdrawn from her bank account. Immediately she went to the gym and was told that she had to cancel via a website. She did so and never heard from anyone. The next month another fee was deducted. At that time my husband and I went in to speak to a manager and was told that no one in the facility could help us. We were instructed to contact "someone" via their website. That day I sent an email and was contacted by someone using a first name only that the account would have to be "reviewed". A few weeks later we received notification that they would cancel her membership as of Nov. 30, 2013, three months after this all began but that they would not reimburse the money they deducted so far. It is our belief that they have this cancellation via e-mail only so that it is difficult to get the process started. They offer NO customer service when you have any questions and you can not get anyone's full name or title. Just today I went into the [redacted] store and asked to speak to a manager. Again I was told that there was no one there that could help me. I became somewhat agitated and finally a young woman identified herself as an assistant manager. All she kept saying to me was that I had to use the website. Needless to say, I left there feeling like this company is operating a scam. It is my firm belief that because my daughter was 17 at the time she meet with the sales person she was not by law able to enter into a contract.Desired Settlement: We are seeking full reimbursement for the monies that were deducted.

Business

Response:

According to our records, [redacted] membership was cancelled in November 2013 as soon as we were made aware of her situation. Our records show the card on file for [redacted] membership was refunded in the amount of $74.89. We hope this helps her out and if she is looking for a health club again in the future that she keeps us in mind!

Review: On December 1, 2014, My [redacted] was charged $175 by WoW Fitness Center. I contacted them on December 2 to find out what the charge was for and this is the explanation that I received.Hello [redacted] thank you for being a member with us, and thank you for contacting us."On December 1, 2014, your membership account was billed for your December 16, 2013 charge of $150.00 and a chargeback fee of $25.00. Since a dispute was filed with your card provider for the charges, you are responsible for these payments at this time." Thank you,[redacted]To this email I responded,"Your response does not answer my question, my question was why are you charging me for $150 when I had no balances with WOW other than my regular monthly fees. This charge was also already charged to my [redacted] card, see attached. Furthermore, I want my account cancelled immediately, as I am no longer interested in doing any business with this gym. My experience with your gym including your customer service has only been negative. You provide the worst Customer Service I have ever experienced with any service provider. Your practices are unscrupulous to say the least." On Wed, Dec 03, 2014 at 04:08 PM, WoW Work Out World wrote:To this date I have not received any responses from them regarding my last email above. I believe this charge is in reference to a 12 month contract for personal training that I paid $150 per month for, it was for 3 sessions at $150. I paid the full balance off in July 2013, and was informed by the Trainer that once I paid it off, I would not get billed again. Then in December 2013, they start billing me again; I contacted them in person immediately after noticing it. They said, they could not help me at the gym and they sent an email to Customer Service but they still charged me even though I was paid off and was told that the charge would automatically stop because the contract was for 1 year. After getting no resolution, I disputed the charge with [redacted]Desired Settlement: I would like them to stop trying to charge me for this $150 and I want my account closed as mentioned in my 12/3 email. To this date my account in still opened even though I sent a request to close it and contacted the local facility and requested that they close it.

Business

Response:

We have thoroughly looked into this situation. We see that [redacted] charged back on December 16, 2013 for the amount of $150. We lost this charge back on November 17, 2014 and our team automatically added this fee back into [redacted] account along with a $25 charge back fee. Due to confusion and frustration on [redacted] behalf, we have made the exception to return $175.00 back to her credit card on file immediately, it is never our intention to upset any of our members and we want to help in any way possible. If [redacted] still would like to cancel her membership, she may submit a cancellation ticket online and our team will process her request. We hope [redacted] decides to remain JERSEY STRONG!

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 opened a membership with workout world at workout world in [redacted] starting 3/01/2014 on a month to month contract. I had paid through my bank card for a few months and then resumed paying in cash.. everything was fine until I went to pay my January membership dues, instead of the monthly 49.00 they started charging me 24.00, the following month a similar payment. I inquired at the desk as to what this was about and [redacted] at the front desk said everything was fine. I had inquired again February 10 2015, this with time [redacted] , he said everything was fine and said I owed 7.57$. I paid this. I continued to get calls and emails from the main office in reference over due fees.. the people at the gym could not figure it out. NO ONE CAN TELL me what is going on and they will not cancel my membership. I can't get a reply via email, I requested my contract be cancelled and I get no replies. I also have other people's account info being emailed to me, I am concerned all my personal info is being emailed to other people.. I want this membership cancelled immediately and I want confirmation on their company letterhead mailed to me for my records.Desired Settlement: I want my membership cancelled, my account closed. I want this on company letterhead for my records so if needed I have proof this contract has been cancelled.

Business

Response:

We have thoroughly looked into this for [redacted]. We see that this situation has been solved and he has been cancelled since 2/28/15. We hope that when [redacted] is looking for a healthy club in the future he keeps us mind.

Review: I was mislead into buying personal training with lies. [redacted] (personal trainer) told me the trainer I would be placed with would go over nutrition plan - which was never done! As well as personalized workouts to my goals with a trainer - which was never done. I was put through 4 or so workouts she wrote up at the time not to my needs and always trained legs! my last session was a joke and where I waited 15 min for my appointment to only find out she double booked me then had me enter in on someone else's workout. once I complained via email the personal training manager Val called me promised me 2-3 extra workout the correct way with my goals in mind and even the manager doesn't seem to know if she's coming or going because I've been waiting 3 weeks for her to return my text message about my appointment. I only bought personal training because of what was promised to me. Ive paid for service that has not been satisfied, and have not had any response or someone that knows what there doing over their. WOW personal training management are completely incompetent it's no wonder their trainers can't follow direction with management lacking so much.Desired Settlement: Managers should be fired for misrepresenting and lying to wow members just so they can sign up with training. The money that was taken from me should be returned since I haven't received the type of personal training I was told I would be receiving.

Business

Response:

We have thoroughly looked into this case regarding Ms Rosario. We see that this situation has been resolved satisfactory

Review: My daughter joined WOW . She is now away at college and I called and cancelled her membership on October 2 or 3, 2014. I confirmed the cancellation by email. The merchant refuses to cancel the charge on my credit card for a yearly annual fee as of October 1, 2014 -- notwithstanding the membership cancellation. the merchant also refuses to cancel the charge for October, claiming that I agreed to some alleged cancellation policy that I never agreed to . The merchant is acting outrageously and refuses to cancel the charges.

Business

Response:

We have thoroughly looked into this situation. We made the exception for [redacted] and cancelled his daughters membership over the phone. His daughter, [redacted], was terminated on 10/7/14. Due to terms and agreement, she is responsible for the Annual Membership fee which is $49.99 + 7% sales tax. Everyone's contract states that the AMF is charged four months after initial sign up, and once a year after that. The AMF is for the previous year that they were working out at WOW. [redacted] is also responsible for the month of October since the cancellation was not received until after October 1st. We would of loved to honor [redacted] request however we are only doing what our policy states. We would be happy to give [redacted] daughter 2 free months she can use at a later date when she comes home from school. We wish them well. **

Consumer

Response:

Review: [redacted]I am rejecting this response because: WOW's response is wrong and misleading. I requested a copy of [redacted] alleged contract from WOW and received an unsigned document that purports to set forth WOW's policies. There apparently is no signed contract . Regardless, the annual fee is charged 4 months after start and annually thereafter. So obviously it is not "for the previous year they were working out at WOW " , as the business misstated the facts to you. WOW charged my daughter an annual fee on October 1, 2014 for the next 8 months . In other words, they want me to pay an annual fee for 8 months during which my daughter is not a member . Can you imagine anything more ludicrous ? WOW knows it, which is why they misrepresented the facts in their reply to you. ............... How can I take this to a national level to see if this business is engaging in this same practice elsewhere in the U.S. ? ... Also, what can the Revdex.com do when a business misrepresents the facts in their response to you ? Regards,[redacted]

Review: I joined Wow and had to cancel my membership a year later due to moving to NYC and not having a WOW near my house. I sent in all appropriate documentation they ask for . I never received a confirmation they received this which they said I would. I went to the gym and they said there was note in the system that my membership was cancelled. I have been getting charged for my membership since. I have tried to contact them several times via their website and noone has responded. I have tried to speak with the employees at the club and they said I need to contact the main office via the website, the one I received no reply. I have tried to get a phone number to speak with somone and it does not exist. I asked the gym what the number was and they said it does not exist. I am at a loss on how to take care of this issue. My partner who I joined with is having the same issues and has been charged and unable to contact WOW.Desired Settlement: Refund from the date of cancellation for [redacted] and [redacted].

Business

Response:

According to our records we processed [redacted]' proof of move on 9/26/2013. At this time, an email was sent to him explaining that he is responsible for payment of 10% of his total contract price for both his and [redacted]’ accounts. When calculated, this amount is broken down into 3 separate payments and applied to a members account. These payments are set to be billed once per month. Our records indicate that payment for 10% of [redacted]’ membership has been received and his membership is cancelled as of 9/4/2013. [redacted]’ membership currently has a balance of $42.78 for his August and September payments for cancellation of his membership. [redacted]’ membership has also been cancelled as of 9/4/2013.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: No email was ever sent explaining the breakdown of payments. I have been a member for a full year so why am I to be charged 10% of the total contract? Especially since we provided proof that we are living in NYC and are not able to use the facilities. PLease provide proof that an email was sent, I just checked my email thoroughly and nothing was received from WOW. Also, no response was ever sent to my number inquiries about this issue.

Regards,

Business

Response:

According to our records, [redacted] and [redacted] enrolled in memberships with Work Out World with an initial term of 24 months. Their memberships are not eligible for cancellation until the completion of the initial term of their agreements. However, in the event that a member relocates and submits a proof of move in accordance with their membership agreement with us, they may cancel for 10% of their total contract price. The proof of move policy is stated in each of their agreements with us. It states "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 mount not to exceed 10% of the total contract price." Our records indicate that we explained this policy via email on 6/28/2013. We have included this response, as well as a copy of these emails in a faxed document to the Revdex.com ###-###-####.

Review: I have no contract for the membership at the gum, just moth to month commitment . But I do have contract for personal training twice a month. I have recently moved and club is 25 minutes away from me, which is far given I have school and work. You can not get a live person on the phone with WOW, you have to fill out forms on line at all times for any requests. I wrote that I want to keep personal training twice a month which I have a contract for. But I want to cancel regular membership since I do not have a contract and it is too far for me to drive. I was told that they can not cancel regular membership since I have personal training, because to train I need to have a membership. I have looked at the agreement for the personal training and it does not say anything about regular membership. They are refusing to cancel it and charge me both personal training and regular membership on a card every month. I can not call anyone, they do not answer emails anymore, and managers at the gym say I have to contact them by email. Just awful! PLEASE HELPDesired Settlement: I WANT TO CANCEL MEMBERSHIP AS I HAVE NO CONTRACT AND KEEP ONLY WHAT I HAVE CONTRACT FOR WHICH PERSONAL TRAINING TWICE A MONTH

Business

Response:

We have thoroughly looked into this situation. We see that [redacted] is currently in a Personal Training Agreement until March 2015. We are not able to cancel a regular monthly gym membership when a personal training contract is still active and in term. As stated in [redacted] agreement regarding her recent move, the proof of move policy is also stated in every member's agreement with us. It states "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." We hope we've provided [redacted] with all information she was inquiring about, and she comes in soon to enjoy the club!

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 needed to cancel my membership due to health reasons and was out of my contact and just paying on a month to month basis. I found the instructions on their site on how to submit a cancellation request via certified mail. I completed the form in early October and mailed the document to the address provided. I received confirmation from the post office that the letter was signed and received. They did not actually cancel my service and billed me in November. I submitted a ticket on their website right afterwards and have not received any communication. There are no phone numbers listed and no way for me to contact them. I would like them to refund the money they took out in November and cancel my membership immediately.Desired Settlement: I would like them to refund the money they took out in November and cancel my membership immediately.

Business

Response:

Ms. [redacted]'s membership requires a 30 day cancellation period in which she has full club access and she is responsible for payment of her monthly dues. As stated in her agreement with us, Ms. [redacted]'s cancellation period will begin on the first day of the next billing period from when the cancellation has been received. Ms. [redacted]'s membership is set to be cancelled as of 11/30/2013 with no further payments due for her membership account. However, at this time due to her confusion, we will refund her card on file for her November dues in the amount of $35.31. We ask to please allow a couple business days for this refund to appear on her statement. We hope that if Ms. [redacted] is looking for a health 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,

Review: I was billed for training sessions once my original contract had run the course of the year. I cancelled my future sessions and was billed for the month of August. I emailed Wow and was told my account for August was to be credited and never was. Most recently I was told they had to they weren't sure I was charged and had to provide proofs. After providing email proofs they now want me to provide additional proofs. I feel they are stalling in crediting my credit card account and this has now become my part time job in order to receive what is rightly mine.Desired Settlement: refund my credit card.

Business

Response:

We have thoroughly looked into this for [redacted] we see that she signed up for a 12 month personal training agreement on 9/14/15. We received her cancel on 8/18/15 and did so immediately. [redacted] had a balance on her account in the amount of $359.36 from her August bill, payment was never received. We made the exception to waive this balance on her account as we previously explained to her. Since we did not receive payment, there is no refund that is due. We hope that this helps!

Review: I have been trying for months toSettle a past due bill that has been accruing over the past year andHalf from Wow Gym in Glastonbury and not one person at the gym can provide any account history with dates and datesthat mycard was attempted to run and did not process of which led to the monthly service fee charge because the card was not valid In fact I can't one perosn to speak with me on this matter that can be of assistance The card was valid According to my bank This issue came up because over the year or so prior I had several CC on file with them and it seems from what we can tell the gym never updated the card info. They ran it in front of me however never gave it to their back office. I have been calling andcalling and all I get is that I can not talk to anyone and someone who can assist me will contact me. I talked to the gym manager numerous times on this (Louis). At one point he told me that since I switched gyms from Middletown to Glastonbury that Middletown needs to get the info. This made no sense either ,as I paid for a transfer of gym membership to Glastonbury. Again I was told by Louis thata message will be left for the finance persona and he will call . "He" has never called to assist in rectifying this.So the bill continues to grow with monthly non processing of payment fee. I can see and my bank can tell NO ONE has ever updated the information. On top of that contact was ever made to alert me that the card was not processing and they were all VALID and updated at the appropriate time by me. They have never provided what card and which months it did not run . From what my bank can see there were only 3 charges ran in the last 1 1/2 years. I have requested numerous times via phone, email, and social media a list of the lastfour numbers they have on file so that we can rectify if and when they actually ran the card. I have even talked several times with their collection people who say I need to talkto the Gym and the Gym says I need to talk to the Collection people which goes back to the Gym which goes to we will have the "financeperson" contact you and of course no one ever does. I need to get this cleared up. It amazes me how they are so clearly mismanaging Credit cards and chargin fees that clients have no idea about. There is nothing on their website either about the fees. It only says for question At this point I am going to cancel the membership, but I do need your assistance in rectifying the past due bill and getting them to contact meDesired Settlement: I would like a record of all of my CC info on file , dates of when charges were attempted as well as monthly service fee amounts as well as the past balance and fees cleared from the account.

Business

Response:

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.