Work Out World

Review: Cancelled membership via registered letter per the company's instructions, yet bills persist

Was misled by trainer re: the service. Cancelled the training and the training cancellation was accepted via an email by the company's employee (see below), yet bills persist

Communicated the above 4 times via "support tickets" as directed by the company, and no response. I have not gone there since Nov. The only thing that persists are these ongoing bills

--------------------------------------------------------------------------------...⇄ />
[NAME OF WOW EMPLOYEE], Dec 16 11:07 AM (EST):

Hello [NAME OF CONSUMER]– thank you for being a member with us, and thank you for contacting us.

I apologize to hear of this situation and if there is anything we can do to make sure you remain a happy training client with us, please let me know. We have rec'd your request to cancel your training and your account will be updated accordingly.

Again, thank you for being a member with us, and if there is anything else I can help you with please simply reply to this email.

Have a healthy & strong day!

[NAME OF WOW EMPLOYEE]

________________________________________Desired Settlement: No balance due and stop contacting me. Thank you.

Business

Response:

According to our records, we have responded to each help ticket [redacted] has submitted in regards to her membership account with us. [redacted] enrolled in a personal training agreement with us with an initial term of 12 months. As stated in her training agreement with us, her personal training will be eligible for cancellation at the completion of her term. At this time, [redacted] membership and personal training are set to' be cancelled as of 7/31/2014, which is the completion of her term. We will be glad to place [redacted] membership and personal training on freeze until further notice if she would like. We hope this helps her out and that she will remain a happy member with us!

Review: I have been a member at WOW in Robbinsville for approximately 3 years. In this time, I have gone less and less because of dissatisfaction with this location. The majority of the workout equipment in the theatre room, (mainly treadmills) are broken, as well as the other machines upstairs . This issue has not been resolved over the last two years. I have taken many pictures of the equipment over the course of this time, I have even brought this matter to the attention of the staff, still no results. Today, I noticed that there was a charge of $80.00 out of my bank account from WOW. When I called and asked what this charge was from, they told me "maintenance fees" Maintenance fees??? For what? What exactly are they maintaining?? Definitely not the machines or the cleaning of the facility. I used to go to the gym before work, to get my workout completed, however I stopped because of the dirty showers and dirty sinks... (I also have pictures of these). When I questioned this to the staff, I was told that they clean from 8:00 am to whenever... Sooo, the people who start there morning at 6:00 am, get to shower in dirt, with hair in the bottom of the showers? And the people who get there at 8:00am get to run and workout while the cleaning people are vacuuming right next to them, so they get to breathe in dust? I have even brought my own Lysol wipes for the shower as well as to use on the machines. The last time I wiped down the mat in the woman's workout room upstairs, my Lysol wipe was literally brown! So when does this get cleaned? Also, about 4 months ago, my lock was cut off of my locker... which I was told was because you cannot keep your lock on you have to remove it daily.. There are well over 200 lockers in the woman's room, which are barely used, so you mean to tell me that I am a VIP member and I cannot keep my lock on the locker for the week? Again, why am I being charged an $80.00 maintenance fee on top of my regular membership price?Desired Settlement: I would like a refund for the $80.00 maintenance fee I was charged this month and I will be cancelling my membership, with NO fees.

Business

Response:

We have thoroughly looked into this for [redacted]. 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. At this time no refund is due. Work Out World has 12 locations and over 80,000 members that we work hard around the clock to ensure they have the best health club experience NJ has to offer. We worked hard to earn our stripes and continue to do so. We thank [redacted] for being a caring member and pointing out her complaint, they do not go unheard or unnoticed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

1. I was charged 89.00 not the 49.99 as stated in the previous email. 2. I am not satisfied with the "maintenance" that wow claims is being upheld in the facility. This is the same maintenance that I was charged for. I do not feel that I should have to pay the maintenance fee or I should be reimbursed for it because of the unsatisfactory maintenance to the equipment as well as the cleanliness of the facility. As attached my previous complaint the machines are NOT being maintained! I would like to be reimbursed for this maintenance fee.

Regards,

Business

Response:

We have thoroughly looked into this for [redacted]. On 4/1 [redacted] was charged $80.21, her Annual Maintenance Fee of $49.99 + 7% tax and her regular monthly dues $24.97 +7% tax. We have inspected the photos that [redacted] submitted, and have brought them to the correct department. However, as I said before we pride ourselves in our clubs and by simply walking into your facility anyone can see that it is in great condition because of the money and time our company puts into keeping 80,000+ members happy and healthy. We are not issuing a refund for an Annual maintenance Fee. We of course only want our members happy, so what I can do for [redacted] is waive the processing fee of $39 +7% tax and lower her VIP dues to just $19.99 per month! Her first bill to reflect this new rate will begin on 5/1. We hope this helps, and [redacted] comes in and enjoys the club today!

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.

However, I will be monitoring the cleanliness as well as the maintenance of the machines. If I feel that these things are not to my satisfaction, I will be cancelling my membership and will be sure to pass on the information to the staff members I work with who attend this facility or who are thinking of joining this facility.

Regards,

Review: On December 29, 2012, I signed a contract for 12 months of personal training in preparation for my wedding at WOW in [redacted], NJ). The contract that I signed explains that the purchaser is paying for the first and last month of service, in this case, I paid for January 2013 and December 2013 upfront. The contract also states that only death, permanent disability or change of permanent residence more than 25 miles from any WOW location are the only viable cancellation options. While on my honeymoon at the end of May, I was unfortunately seriously injured. Upon returning I began the exhaustive effort to deal with PT sessions that I obviously could not use. The manager of the location spoke with her management regarding a modification to my contract but on the strict notion that it would not extend my existing contract. I have confirmation of this in writing. Based on that notion the last payment that I would have made would have been November 15, 2013. That payment along with all regularly scheduled payments were made in full. I have numerous emails (more than 20 back and forth) relating to the modification and now the erroneous charges. Most recently I was informed by someone named [redacted] that my contract won't expire until May 2014; however, I have an email from the manager of the [redacted] location confirming that the system showed her the last payment would be November. The customer service of this gym is appalling and the over 200 complaints your agency has received should force further action.Desired Settlement: As I was repeatedly told prior to signing the modification to my original contract along with written confirmation of the same, my last payment should have been November 15, 2013. I would like a REFUND for the December 15, 2013 payment that WOW erroneously took from my account and no further charges of any kind in the future. I would like this refund immediately and I would like confirmation once they have received my membership cancellation sent via certified mail on 12/17/13. Their contract stays that the cancellation must give a full 30 days written notice from next billing date. As my next billing date for monthly membership would be 1/15/14, the full 30 days will have been satisified.

Business

Response:

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

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: It is impossible to communicate with anyone in a position to resolve this issue. Despite numerous calls, emails and personal visits to their facility, I have not received any response - other than updated billing statements and a threatening computer-generated call yesterday inferring that my account would be turned over to a collection agency. Based on the history of the complaints filed with the Revdex.com, I, now, am not surprised at the lack of any direct response. At least I know that I am not alone in my frustration over the lack of professionalism and absence of common courtesy demonstrated.

My original membership (with [redacted]) began on 03/13/09 and was renewed automatically yearly. On 02/09/12, due to an injury, my contract was changed to a "Month to Month" basis. I have a copy of this transaction signed and dated by [redacted] employee "[redacted] Then on 11/25/13, after learning of the sale to Work Out World, and not being able to get any definite class information (times, teachers, etc.) from them, I cancelled my membership, since that was all I was using at the club . I have a signed and dated copy of this as well and I stopped using any facilities at that time.

Since 02/06/14, when I received a phone call regarding my past-due account, I have tried to settle this matter amicably, with no success. My husband and I have personally spoken to [redacted] at the [redacted] facility and provided her with copies of both pertinent documents. She told both of us that we must deal directly with the corporate office - [redacted], in particular. Despite our efforts (phone calls and emails), [redacted] has not contacted either of us in any direct manner. I am concerned that my excellent credit- built over 40 years- might now be compromised.Desired Settlement: I would like my account removed from collections and show as being cancelled with no further payment due.

Business

Response:

Our records show [redacted] did directly contact [redacted] through our online support system to explain the balance on her membership account. The balance on [redacted] membership account in the amount of $109.14 is for 3 months of membership dues at the rate of $36.38 per month. However, taking [redacted] situation into consideration, at this time the balance has been waived from 'her'membership account. [redacted] account has been cancelled with no further payments due. We hope this helps [redacted] out and if she is looking for a health club again in the future that she keeps us in mind!

Review: I signed up for WOW at the end of April under a "no contract" agreement that they were and are still currently advertising.

I then signed up for, paid for up front, and completed 3 personal trainer classes

Due to my satisfaction with those classes, I agreed to 5 more classes on 5/29/2013. The agreement with the sales representative, [redacted] was $237.00 up front for the 5 classes with 12 months to use them before they expired which was paid.

The following month I received a phantom $100.00 charge to my card, which prompted me to contact [redacted] at WOW and ask why I was being charged.

[redacted] explained to me over the phone that the charge was a mistake, and they would credit out the charge.

5 days later the card was not credited, therefore I proceeded to change my debit card number, and cancelled my "no contract" membership with WOW on July 24th.

I was contacted by [redacted] of the billing department on July 26th that the cancellation was received

On August 2nd [redacted] responded with saying that I agreed to a 12 month term subject to a $100.00 monthly charge until April 2014.

On August 5th I requested a copy of the agreement

On August 8th I received a copy of said agreement from [redacted]

On August 8th I responded to [redacted] stating that the agreement clearly does not state that I agreed to a 12 month agreement with 24 sessions, as noted by the "# of sessions" field being blank, additionally the $237 paid up front would cover the "first and last month" payment as well as $37 service fee, eliminating the need to be billed monthly. I also did not sign the "Notice to Customer" sheet that [redacted] attached.

On August 13th [redacted] again asserted that I am being billed in compliance with the agreement I signed without any rebuttal to the facts I laid out to her.Desired Settlement: That WOW cease and desist from contacting me about charges I never agreed to and terminate my membership.

Additionally I would like them to issue a credit for the $100.00 they charged without my authorization.

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: WOW has not maintained the facility in an acceptable condition so I cancelled my membership after meeting the one year commitment. I cancelled it in person at the facility verbally and in writing, on their website, and by certified US Mail (all on January 15 2016). They received the certified mail on January 19 at 11:20 am. The gym owner and staff are unwilling or unable to confirm that my membership has been cancelled and that no additional charges will be made on my credit card. I attempted to get this confirmation verbally in person and on the phone, by internet, by e-mail, and by certified US mail.Desired Settlement: I would like confirmation that there will be no charges on my credit card after January 15 2016.

Business

Response:

To whom it may concern:

Review: I signed up for a year of personal training, in the contact it mentioned at the end of my 12 months if I do not cancel they will continue to charge me. On month 12 to my surprise I was charged and I followed the procedure online for having them remove me the training contact and to no longer charge my card. For 2 more months they continued to charge my card and didn't refund me money or respond to any of my phone calls or e-mails. They then proceeded to send me an invoice for charge backs that they were being charged by my bank by not allowing them to pull the funds. I did resolve the charge backs with them and they refunded my card. However I was charged for 2 months of personal training and I was 1. Not refunded 2. not offered any training sessions in return. I have been in contact with someone last week and she was supposed to get back to me within in 48 hrs. That was now over a week ago and I sent multiple follow up e-mails and left her a voice message. This issue has been going on since December 2014.Desired Settlement: I would like to be provided the training sessions that are owed to me and complimentary services on top since I had to make this my 2nd job by follow up with them monthly.

Business

Response:

We have thoroughly looked into this for [redacted]. We see that on January 20, 2015 [redacted] charged back her regular monthly dues as well as Annual Maintenance Fee. These are payments that [redacted] is responsible for. We allowed for [redacted] to win back her Personal Training charge backs and did not add the bills in to her account. Since [redacted] did not pay for these sessions, we are not able to put them on her membership. There is an extensive history of charge backs on [redacted]' account that she was responsible for and we have made her aware of this numerous times through email and over the phone. We have communicated with [redacted] multiple times and at this moment there is not refund that is due.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:See attached e-mail communication. I was the one reaching out to them! The "charge backs" were banking fees that were charged from the money being refused by my bank. I had to take the matter into my own hands since they weren't communicating with me for months. I finding there response completely ironic!

All communication from the start to the finish is in there e-mail. I would like to see the info that they have on file because I have never seen. I only knew about the situation form my credit card statement and review my invoices on there website by logging in.

Regards,

Business

Response:

I have reviewed the documents [redacted] has sent, and those are just a few of the emails. We have records of multiple emails from WoW explaining our end. [redacted] was also explained over the phone our charge back policy. Since [redacted] won the charge back that we allowed back on her account, we will not be issuing Personal Training sessions because they were not paid for. We hope that [redacted] can understand our terms so we can have her as our happy member.

Review: I had moved from my previous location and had cancelled my membership with workout world in the beginning of the month of April. I had been told I was receiving mail from them at my old address. When I retrieved those letters it said I had an balance of 224.57. the problem is that this company does not offer any printout or email confirmation when you cancel, nor do they have a service line I can call to speak with a representative. the numbers they do have are just to gym locations to speak to front desk associates. they are in no way helpful to my situation. I feel like they just scammed me in to taking my money.Desired Settlement: I just want the balance cleared and my membership cancelled. I want no further association with this organization.

Business

Response:

We have thoroughly looked into this case regarding Mr Narvaez. This situation has been resolved satisfactory. CC

Review: I signed up for a year of personal training in December of 2014. I paid the first and last month up front and was told by the trainer who signed me up ([redacted]) that the term was for a year.I was never told that the training acted like the gym membership and would continue on a month to month basis after the year was up. I was expecting my payments to be over with in November, but then I got charged again in December. I had to file a request to cancel online .. there is no phone number to speak with anyone in corporate. I asked them to cancel my training because I never authorized them to continue it after my year was up and I wanted my money back for the training. Someone emailed me back three days later and told me that it was cancelled. January came rolling around and I got charged again. I had even changed my card in the computer to a non existent card in case this would happen, but somehow still got charged. I'm extremely upset that that don't inform you of the correct terms when you sign up for the training and that they are STILL charging me. I want my training cancelled and I want my two months refunded. I know there are already thousands of complaints for this rip off gym, but I will be adding to them.Desired Settlement: I want my training cancelled now and I want my two months that were charged to me that I never authorized refunded to me.

Business

Response:

I have thoroughly looked into [redacted] situation. We only want our members happy, we have made the exception to issue [redacted] a credit card refund of $83.84. We hope this helps! We love having [redacted] a member with us and for being part of our Jersey Strong family!

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 not what I wanted but it is better than nothing so I will take it. I also want to make sure that my training membership has been cancelled as I requested.

Regards,

Review: In July of 2014 both my wife and I cancelled our memberships at Work out World, by visiting with Phil, assistant manager of the Freehold, NJ, Work Out World. For some reason my wife's membership was successfully cancelled while mine was not. The business continued to charge my credit card for months afterwards. I expected to see a month or two due to the cancellation time frame their contract provides for. After a few months of charges I incurred a charge for approximately $100, which they claimed to be the annual maintenance fee. I inquired as to how I could be responsible for the maintenance fee when my membership should have been cancelled in July 2014. Their response was, you never cancelled your membership. After battling back and forth with them until October 2014 Wendy from Headquarters finally agreed that my membership was canceled and I would not be entitled to any refund of previous dues. I felt this was unfair but decided to not pursue this because it would cost me more in time and money (I am beginning to believe this is their motive). My credit card was no longer charged after this point in time. Eight months later (July 9, 2015), I discovered a charge on my credit card for $102.03. A phone call placed to the club indicates this amount is for back dues. Again, I have correspondence from Wendy at Headquarters confirming my membership was cancelled, my payments were up to date, I went eight months without any membership dues which led me to believe I was rid of this disreputable business. How could I possibly owe them back dues? I should have listened to the many ex-patrons that advised me not to join Work Out World.Desired Settlement: I request a letter on Company letterhead signed by the President of the entity, Mary R[redacted] indicating my account is satisfied, paid in full and no further charges will be attempted and mailed "Certified Mail" to me at my home address of record.

Business

Response:

We have thoroughly looked into this for [redacted]. I see that the charge he is referring to is a bill that was placed into his account after [redacted] charged back with his credit card payments that he was responsible for, his September 2014 dues, and his Annual Maintenance Fee. This dispute was placed on 12/18/14, and we added the bill after he won on 6/30/15 plus a $25 charge back fee. This fee is what WoW is billed when a member submits a charge back, so this is put back into the member's account. [redacted] was billed accordingly to his agreement and was cancelled out as of 11/30/14.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:My membership should have been cancelled simultaneously with my wife's membership. I joined the club and attended twice in two years. You can see that my wife's membership was cancelled successfully in July 2014 while mine was not. Both Phil and Hansel were aware of this situation and have subsequently decided to have a lapse in memory regarding the cancellation and non processing of my cancellation when approached by their supervisors. So it is my word against theirs. Fortunately I have a text message conversation with my wife indicating that both our memberships should be canceled at the same time and were. I will bring these transcripts to small claims court.

Regards,

Business

Response:

We do apologize for what may have transpired at the club. According to our records we have not received a cancellation request for [redacted] account before 10/2014. At this time the membership has been cancelled as of 11/30/2014 and he will not be billed for November. Unfortunately we are unable to issue a refund for any prior fees.

Review: I signed up with the gym on the 12th of January I waited about a week almost two believing that a copy of my contract would be emailed to me and it never did. After receiving a copy on the 22nd I went over it and it states on the first line that this contract can be cancelled three days after receiving a copy of this contract. After speaking with several employees at the gym I was upset because rates on me getting out if I moved which I spoke with the trainer about upon signing consistently changed. I wanted to cancel the contract because I had the three days when I went in on the 25th I was told that I couldn't cancel because I signed the contract on the 12th and I said but on the back it clearly states that it can be canceled three days after receiving a copy and not signing a copy. I contacted corporate and there stating the same thing I don't think they should have that on the back of there contract if they are not going to uphold their word. Even when I spoke to the woman who signed me up she no longer remembered telling me the rate I've been being emailed back and forth and I just don't want anything else to do with this organization.Desired Settlement: I would like to get my money back and just be done with this gym because I do not appreciate their business. Clearly on the back it says three days I came in within my three days to cancel and they said nothing could be done I just want a refund and want to be done with them.

Business

Response:

We have thoroughly looked into this for [redacted]. I see that [redacted] signed a 12 month agreement with WoW in January 2015. Freezing is an option we provide to our members, because we understand that sometimes "life happens" and situations arise which may prevent you from using the club. Rather than pay your full membership dues rate, the freeze fee is a low, minimal fee to keep your membership active until you are able to use the club. Monthly dues during the freeze period are $9.99 +7% sales tax per month. If [redacted] is a student, you may submit your student ID for the student freeze rate of $4.99 +7% sales tax per month. I would like to make sure [redacted] is aware that her membership term will be extended by the duration of the freeze period since she is still in term.If [redacted] would like to cancel early which is not something we do unless you are moving to a location that we do not have an affiliate within 25 miles or you are permanently disabled, we will allow [redacted] to submit a payment of $199 and she will be terminated immediately.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Clearly on the back of my contract it states that three days after receiving I can cancel the contract I have contacted you guys several times because I was lied to upon signing the contract I do not want to freeze this account and I am not willing to pay you guys for something you should take care of I would like my money back and be done with this gym for good. You shouldn't put on the back of the contract that three days after receiving the contract I can cancel the contract if I can't that's false advertisement. When I signed the contract I asked what it would be for me to cancel it early because I knew there may be a chance that I leave early and I didn't mind paying for it but when my contract was never emailed that raised suspicion and then when I came in on the Sunday 25 and I was told I couldn't cancel because there was no manager and I had to contact corporate you guys don't respond in a timely manner and you keep saying the same thing I don't want to freeze anything I want to get out of this contract and receive my money back

Regards,

Business

Response:

We have looked deeper into [redacted]'s situation and see that we have been corresponding with [redacted] through our customer service team. I see that [redacted] signed up on January 12, 2015 for a 12 month agreement and asked to cancel on January 31, 2015. We will be happy to freeze [redacted]'s membership at a $9.99 freeze rate until she is ready to use the club if that is something she is interested in. We don't normally do this, but upon a payment of $150 we will terminate [redacted]'s membership early as requested. We hope this helps!

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I came into the gym on the January 25th to cancel this membership which was three days after I received my contract I was supposed to return that Monday to speak to a manager but there was bad weather here. When I went into the gym I spoke with an employee and he took my contact information and said that he would get it to a manager because there were non available. When the weather did clear up it was back up there and I spoke to [redacted] again and she said that the only way I could resolve my problem would be through corporate that's when I contacted you guys to let you know but you can see the last day I used my membership. I've constantly got the run around and it's not right because I was lied to then when I read it the contract said I had three days to cancel I don't want to freeze this membership because as I said before I don't trust your business any longer. I'd like the money that you guys have been taking out of my account these past to months and my deposit. You can go in and pull the cameras from your business and see when I came in because I asked on January 25th the day I came in a Sunday to be exact to cancel and I asked to speak to a manager he told me none were available and after the snow let up I came in and [redacted] again told me to contact you guys.

Regards,

Review: On the 10/15/2013 I was charged $102.71 and I have no idea why. All my payments were paid and so I called the menlo office and spoke with [redacted], who stated she had no idea why $102.71 was charged to my bank account and placed as a credit on my WOW account. She advised my to email them again after I had already emailed them and let them know my account needs to be reimbursed. She also informed me that she would make her general manager aware of the issue and that he would send over an email to the corporate office. I did that since the only way their customer service communicates is via email and was informed I would hear back within 24-72 hours. I never received a response back so I emailed again and waited 4 days and never received a response back. In the meantime I changed my card number to a credit card number because if they had overdrawn my account I would have been even more angry then I already am. Yesterday I checked my credit card statement and although [redacted] claimed there was a credit placed on my account I was charged another $29.96 so I called the gym at the menlo location again and they informed me that the manager was in a meeting and gave me an email address and was told the manager would have everything straightened out by wednesday. I made sure I had the right email address about 3 times and when I went to send the email it came back undeliverable. Today I called on my lunch break and asked to speak to [redacted] directly and spoke to [redacted] who informed me he was on his break and would get back to me ASAP. I go out of work at 5:30 and called again since I had not received a call from [redacted] and they informed me he was busy so they took down my information again and told me he would get back to me. No one has contacted me and this issue has been going on for about 3 weeks now. Needless to say I'm not happy and if this issue isn't resolved I will cancel my account. This is extremely unprofessional.Desired Settlement: I would like to be refunded the money to my debit card ASAP.

Business

Response:

We have thoroughly looked into this case. Ms De Jesus was refunded the amount of $102.71 back to her credit card on November 14, 2013. This case has been solved satisfactory.

Review: My 13yr old daughter wanted to join this gym but after going to the location we where informed the law states you must be 14 to join. I said to the Rep. That I could not join because my daughter was only 13. When she realized I would not join without my daughter she advised me and my daughter to lie and say she was 14. I signed as well as my daughter. When we left my daughter began questioning why she was told to lie and she expressed the moral contradiction that I have taught her. She didn't want to join a gym that would out right tell us to lie. I went maybe 4 times and couldn't bring myself to go to this gym. I was extremely upset and contacted them and no one listened. March I called the location and spoke to a male manager and after I explained to him the moral situation I was in he said he would cancel my account and not to worry but if I had any reservations cancel my debit card. I heard nothing March,April or may. So I assumed it was taken care of. Yesterday I check my account and they took 6 seperate transactions totaling 265.00 from my account. I called north Brunswick and was rudely told this is not our problem call corporate. Well u can't there is no number everything was done by e mail.......... this whole situation is extremely unsettling and I felt I should tell someone and ask for help. Please address my issues. Thank youDesired Settlement: I would like my 265.00 back and that they learn they should not tell people to lie so this never happens to anyone else.

Consumer

Response:

This disbute has been resolved. Thank you

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: My son joined WOW (work out world gym) in [redacted], NJ under a friend whom is a member (there was an Anniversary promotional $10 a month) back in July 2014. Unbeknownst to me the front desk never linked my credit card to the account when I went in there to sign papers for my son being he's a minor. This resulted in membership fees not being paid. I was first made aware of this issue when I received a letter from a collections agency regarding the "delinquent account". I was never notified by WOW that this account was going unpaid. No one called or reached out to me or my son regarding this matter. I would have paid in full immediately I would NOT have let it go as far as a collection agency ([redacted]). I have since paid the collections agency in full in the amount of $217.59 I have no idea how WOW came up with that number but i'm going to assume it's an accumulation of member fees and late fees and possibly the annual fee... but considering my son was only a member July through December only (WOW took it upon yourselves to cancel his membership in Dec. as well) $10 a month should equal $60. After further investigation, I have discovered that WOW has automatically been charging my friend the $10 a month for my sons membership since he joined under her. So not only do they have my payment of $217.59 they have collected $60 from the months of July-Dec. from another member. I have reached out to WOW by calling the [redacted] facility and I've spoken to 3 managers the have all referred me to WOWs website to send an email explaining the situation... then wait for a response. I have waited 2 weeks now, I have been emailing them everyday, with no response. I cannot reach a human being to help in resolving this matter. The staff CANNOT reach a live human person either. I am not the only person having issues with this establishment, apparently this is some sort of scam.Desired Settlement: Money refunded for late fees, annual fee, and anything else having to do with the charge of $217.59 other than the $60 I owe for his monthly payments.

Business

Response:

We have thoroughly looked into this for [redacted]. We see that this situation has been handled and solved satisfactory.

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: My 19 year old son was told he could join for the summer months for $25 per month for three months. He was told to sign 'paperwork', no copy of the paperwork was shared with him. To his knowledge he signed on agreement for three months. He paid for each of the three months on my [redacted] account wiht my permission.

Now a year later, Workout world is charging my credit card for membership fees and dues they say are owed by my son [redacted]. The paperwork they had him sign was an agreement containing terms and conditions comletely different than what he agreed to. They have attempted to charge an annual membership fee and now another $41.65 to my [redacted] As I've disputed, they are adding $25 for each dispute.

Workout World offered a false explanation of terms and did not explain my son was signing a contract. They did not even provide him copy. The document they have on record is not a valid agreement. I have blocked them as a vendor on my [redacted] card but they continue to attempt billing me.Desired Settlement: I want Workout World to adjust this account balance to zero, close it, and destroy any record of my credit card and photocopies of my son's license they have on record. I want this to be over. I do not acknowledge any relationsihp with Workout World and want them to stop harrassing me.

Business

Response:

We have thoroughly looked into this situation. We see that we have a month to month contract with [redacted]. All memberships remain active and are automatically billed unless we receive a cancellation. Although we did not receive a cancellation on [redacted]'s behalf, we will be more than happy to make the exception for him and release him from his debt. His balance is now cleared and his membership is terminated. We apologize for any frustration, that is never our intention. We hope this helps!

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]1, and find that this resolution is satisfactory to me.

Regards,

Review: I purchased personal training sessions in November 2013 and paid them off in full by March 2014. I was not charged for personal training in April, May, or June of 2014. In July and August of 2014 I see charges on credit card in the amount of $50.00 for personal training. I sent an e-mail stating the issue and how I paid my personal training off and was simply told I owe money for personal training for July,August, and September. I have text messages from a

Manager at Work Out World from April 2014 stating my personal training account has been closed. Simply telling me the reason for the sudden charges is because I owe for something that to my knowledge has been paid off.

I called the gym, the owner of the company, and sent several e-mails and have not been able to resolve the issue. I have requested copies of my personal training contracts and have yet to hear back from anyone about obtaining the copies.Desired Settlement: I expect billing adjustment or a refund. Regardless I would like copies of my personal training contracts. If Work Out World is unable to provide me with the copies I assume the contract is no longer valid which would make the charges invalid.

Business

Response:

We have thoroughly looked into this situation. Ms [redacted] was refunded $100 to her credit card on August 21, 2014. This case is deemed solved.

Review: I signed up for this gym over the summer, and I loved it - no contracts! Let me tell you that is a lie. They make you jump through hoops and still don't let you cancel. I asked over and over about their no contract policy and I even gave them some awful stories from friends about gym contracts. They looked me right in the eyes and said how terrible that was and that they would NEVER do that to their members. They know things happen, and you should be able to cancel if you must. Not only does anything have to happen online, you have to send requests via certified mail. After constantly being ignored, they finally told me I could cancel after 4 months past my sign up. Otherwise, I would have to be dead or have moved 25+ miles away to cancel - which I doubt even then they'd let you. I am having to block them from my credit card, and I now have open disputes with charges. This is ridiculous! There's a billboard advertising for this month with big, bold letters: NO MONTHLY CONTRACT. I had been repeatedly assured there were no hidden fees or snares - believe me, I grilled them big time, and they lied to my face. This lie is plastered everywhere, so shy do they not follow what they preach? I tell everyone now to stay away.Desired Settlement: I would like this matter settled immediately. I know I filed it under advertising, but they keep billing me as well. I am lucky top have a great card service, and they are opening a dispute for me, but I really want the charges to stop and never come back. They have no right to keep billing me after a couple months of telling them I'm cancelling. I would like to ensure I am fully credited and am never billed again.

Business

Response:

According to our records on 7/19/2013 [redacted] joined the WoW facility on a membership with a month to month agreement. Our records also show [redacted] enrolled in a personal training agreement on 7/23/2013 with an initial term of 12 months. As stated in her training agreement with us, her personal training is not eligible for cancellation until the completion of her term'. We' do' offer a' variety of different personal training plans, and [redacted] did choose to' enroll in a 12 month term. Due to this, [redacted]'s membership is not eligible for cancellation until the completion of her personal training term. At this time we will make an exception for [redacted] and we will release her from her personal training agreement. [redacted]'s membership and personal training have been cancelled immediately. 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: I had signed up at this gym for personal training. I than lost my job and at this time I can no longer afford to pay for personal training. I have to pay my rent which had recent this month just been raised. I contacted work out world via phone (I called the owner and left 5 messages) and I have not received a call back yet. I then sent 2 letters to corporate as well as 3 letters to each owner individually which Noone has responded. I had also sent 4 requests through there website. One person refused to help me. I don't feel a person should be treated so wrongly because they can't afford personal training. I believe being able to keep a roof over your head is more important.Desired Settlement: To have my personal training cancelled and to have an answer why I was ignored.

Business

Response:

We have thoroughly looked into this case. We see that Ms [redacted]'s Personal Training sessions have been canceled and the remaining amount of money on her contract with us was paid off on April 28, 2014. Seeing as Ms [redacted] was in contract, she was responsible for those dues. Surely WoW would never turn away a member. We are a family owned and operated business since 1992 and have over 80,000 members and we try and give each one a personal touch! We are very sorry that Ms [redacted] ever felt ignored, that would never be our intention. If Ms [redacted] is looking for a health club in the near future we would be happy to have her back!CC

Review: I joined Work Out World I believe in May of 2013...... I was asked to try the free trial of the personal training department ....I went in and did a trial of what it would be like if I were to have a personal trainer.... the discussion about me following through with a personal trainer seemed to be very unclear because of the pressuring of many other promotions the gym offered with a personal trainer. I was set up to see a trainer the next couple of days and then I met with him twice before he told me I was done training and that I would have to meet with the now assistant manger who made the sale with me about purchasing more training days. It was then when I realized I was signed up for just the three day trial. when I contacted the assistant manger to inform him I was no longer going to use a personal trainer he informed that at anytime I would want to come back and join I was welcomed. In the beginning of the next month I checked my bank statement and seen that the gym taken out almost two hundred dollars I called the gym they said it was an issue in training and that the cancellation of my gym membership did not follow through so I was still being charged.... the employees of WOW were very unprofessional when it came to having a manager contact me . I personal contacted the training dept. assistant mangers and he himself didn't understand the charges he said he would contact me back and failed to do so. I went in several times and have been brushed off to solve this issue....I tried to get the number to corporate but they never gave it to me its not located on the website at all. when I finally did a pop up this month I was told I was under a contract and that the only way out of it was death or if a doctor said I physically could not work out. I was told by the asst. manager to get a doctors note and fraudulently give it in to close the contract. I am still waiting on the manager to contact me which he hasn't yet and I seem to not be making any progress.Desired Settlement: I wish to have the company to stop contacting me personally, I know longer wish to do any business with the company because of their untrustworthy. I am disappointed that it taken me to this point to make a complaint. I want to be out of this contract because of how it was unclear not only to me but the employees in the training department. I believe the company should be investigated because of its unprofessional way of handling billing errors and contract agreements.

Business

Response:

We have thoroughly looked into this case regarding Ms [redacted]. Ms [redacted] charged back for the amount of $92.10 in which she won on 06/01/13. Her signed Personal Training contract agreement was not eligible to be canceled until her 12 month term was met, which it was not. If Ms [redacted] would like we will have the Director of Personal Training personally call her so he can help her understand more about her contract and situation. We hope to help her the best we can. CC

Review: I have been a member of WOW (going to ocean nj location) for about 8 years. in April 2014 I discussed personal training. I signed a contract, but discussed with representative I need to get my doctors authorization (I have health issues that might prevent me from anytime of extreme activity) about 3 weeks later… I was using my membership as usual and

at 5 am when I usually go to the gym..they refused me access because "the front desk" stated they needed a copy of my credit card for "personal training contract"

at 5 am I don't carry my credit card…so, even though I paid my membership monthly dues always on time..they refused me entrance. I contracted membership to complain.

I sent letters to my gym ([redacted] nj) and the head office [redacted] nj) saying I was canceling my membership as of may 1 2014 and to no longer bill me.

I submitted my doctors note saying It would be against my doctors orders to do any personal training.

They informed me..since I signed my contract..they would charge me 3 installments on 151.63 to pay off 10 % of my personal training fees (via contract)

as of this date…they have over changed me (according to their own figures) and ARE STILL CHARGING ME MY MONTHLY FEE (66.69) even though I have not

stepped into the gym since april 28th 2014.

I agree to pay them the 454.89 ( 3 installments of 151.63) but over 2 billing statements via [redacted]…they have already overcharged me. and I want to stop this company from billing my [redacted] card…and to refund me the overcharges.

I have followed their protocol …and what was required to cancel my membership..and they just do what they want

(FYI, I have NO contract under wow for my monthly fee… it was just a month to month basis)Desired Settlement: I want them to cancel my membership as I stated in my certificated letter dated may 2nd 2014…to stop billing my monthly fee (66.69)

and to issue me a refund for the overcharge for personal training.

Business

Response:

We have looked into Mr [redacted] situation. This issue was resolved satisfactory. Mr [redacted] was issued a refund by his credit card company and received his last month of membership free.