Work Out World

Review: I signed up for my membership online. I've been having billing issues and fees charged with the gym. However when I pulled up my contract online, my signature was forged. I was never asked to sign paperwork when I went in to receive my membership card, and the signature on my contract is not my own. When I reached out to the gym about the issue, they ignored me.Desired Settlement: I want my fees reversed.

Business

Response:

We have thoroughly looked into this for [redacted]. We see that [redacted] signed up for a month to month membership on 4/29/15, her WoW membership account was billed for her July member dues and Annual Membership Fee of $49.99 plus tax. The annual membership fee is stated on the first page of your membership agreement, and it is clearly disclosed. If you take out your membership agreement, it is stated under the heading "about this membership" and states," an annual membership fee of $49.99 will be assessed to your membership and billed once per year starting at month **3** of your membership and then annually thereafter..." We would never not disclose or hide anything from our members. I see that [redacted] has been cancelled as she requested as of 7/31/15 and was not billed further.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

There is nothing acknowledging the fact that my signature on the contract was forged.

Regards,

Business

Response:

We understand that [redacted] is asking for a refund for all the months that she signed up for, however, we have record of [redacted] stating "I signed up for a membership.." I also see notes on [redacted]'s account from 4/30/15 stating "please have member E-sign agreement at club. In conclusion, I have notes on her account from 6/1/15 stating "member E-signed agreement."

Review: I am very concerned because over $600 was taken out of my checking account on August 5th for unexplained charges and no one has been in contact with me for peraonal training since old trainer moved back in march. Therefore I am paying for services that I have not received since then and I needed to know if there is any solution for these lost sessions which are probably expired by now. I was also told that I only owed $119 on my account when I inquired to customer service back in July, which I paid off. Also, during that inquiry, I was made aware that all alte fees would be waived. Customer service has yet to reply to me and no adjustments have been made to my account.Desired Settlement: refund for services not recieved as well as explanation for all charges. Better customer service and less fraudulent behavior.

Business

Response:

According to our records, his. [redacted]enrolled in a personal training agreement with an initial term of 12 months. On 8/1/2013 [redacted] account was billed in the amount of $659.92. This charge included payment of her personal training for the months of March 2013 - August 2013 billed at $100.00 per month and her monthly memberships dues from March 2013 - August 2013 billed at $29.96 per month, totaling $779.79. Our records indicate that on 7/6/2013 payment of $119.84 was received, thus leaving a balance of $659.92 to be charged to the billing information on file for [redacted]“ membership on 8/1/2013. [redacted] personal training was cancelled at the completion of her initial term, in August 2013. She will not be billed going forward for this specific training plan. The sessions that she was billed for are on her membership account and are available for use at this time. We hope this helps clear things up and that [redacted] may remain a happy member

with us.

Review: As I was trying to make a future payment on a contract that I am in with this gym, the manager made an error and added an extra payment of $39.99. The manager assured me that it would be credited back to my bank account and it never was. I have emailed their customer support numerous times with no answer. I just looked at my bank statement again today and another chanrge of $39.99 was taken out on 12/4/15 without my knowledge since I do not owe anything. Also, the customer support informed me that I can cancel my month to month contract and use the gym as a guest for $15 each time I visit until my semi-personal training contract expires. I informed them that I would like to do just that and they have not gotten back to me after they said someone would be reaching out to me shortly. That was last week and I have still not heard from them.Desired Settlement: I would like both payments of $39.99 refunded to my bank account as well as my month to month contract cancelled so I can use the gym as a guest until my semi-personal training contracts expires.

Business

Response:

I have thoroughly investigated [redacted] account history with us. [redacted] month -to-month membership agreement was cancelled on 12/31/2015, as requested. [redacted] was notified through email on 12/16/2015 of the cancellation date. [redacted] was advised she will be responsible to purchase a $15 Guest Pass, each time that she would like to use her X-Lab Perks. On 12/17/2015 a credit card refund, in the amount of $39.99 was issued to the credit card listed on [redacted] membership with us. This refund was issued for the overpayment made on 12/2/2015. [redacted] was notified of this refund on 12/17/2015.[redacted]s X-Lab agreement is set to be cancelled on 6/1/2016, upon completion of the 12 month initial term. Please let me know if you have any further questions regarding this inquiry. Thank you!

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,

Review: In 2010 I procured, what I thought would be, a one-year membership at Work Out World a newly opened gym in my area. I met with a membership representative at the location and they sat down and went over terms of the contract. What was not described accurately were the terms of the length of the membership contract. I joined the gym my senior year of high school and froze it in September of 2011 when I went away to college. I unfroze the membership in the summers from June to August. When you "freeze" a membership, it essentially means you pay a reduced rate and you cannot use the facilities. It costs $5 a month with a student discount, $10 without one. The contract did not accurately outline that frozen months do not count towards your full contract. The membership representative rushed through the contract and I never received a copy of it. I have requested a detailed description of the charges to my account. There is a long and tedious process to cancel an account. You must send a certified letter in the mail one month before you want to cancel. I called my gym, asked them if my account was current and if it was possible to cancel, and they ensured me that I would be able to. I received an email from a corporate representative telling me I actually cannot cancel my membership. Mathematically, 2 years of a frozen membership will amount to $120 which is about 4 months of dues. This does not include the annual "membership fees" which are anywhere from $50-$70. I have paid for 10 months of full membership at $35 a month which equals $350. Why should I continue to pay for a one year membership, 3 years later? It feels like I'm getting taken advantage of so that every last penny they can get out of me will be paid.Desired Settlement: I would like my contract to be cancelled immediately.

Business

Response:

We have thoroughly looked into this situation. Ms [redacted] tried cancelling her membership on September 3, 2013. She was not eligible due to her signed contract agreement in which she had 2 more months left to complete before it was over. Ms Paul's membership was terminated as of December 2014. This case was 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: I have subscribed to a membership to this gym, and after not going for a few months I wanted to cancel the membership. I was told that I would have to pay a fee so I decided to wait out the year that the membership required before attempting to terminate the contract. A few months after the year has passed I have called again and spoke to them in person about terminating the contract. They said that the only way to do so was to mail in a request form, which I did that day as I came back home. The website, nor the location can provide me with a customer service line so I was never able to find out whether they received my request form I have sent in. My bank card that the money was being taken out of monthly was closed shortly after. That's when they began to mail me a letter saying that I owe them money. I have once again called the location and asked about it, only to hear that they cannot do anything to help me, but I have been sent to "collections". I continue to get the mail from the location monthly saying that I owe them more and more money. However I have not stepped foot into the gym in over a year, which they clearly do not care about. I asked to speak to the manager numerous times and was never able to. I was told that the only customer support I was able to receive was via E-Mail which I attempted, however received no reply to. I do not want to continue paying for something I have went through so many loopholes to try to terminate and haven't used in over a year, only "donated" my money to monthly. They will not answer, or help me in any way so I'm hoping that turning to this will resolve this issue. Thank you, [redacted]Desired Settlement: I would like my contract with this company terminated, as I have attempted to do numerous times. The mail they sent last time was asking for roughly 80 dollars, which if possible I would like to refrain from paying. Also if possible, but not necessarily needed if it would cause too many problems, I would like a refund of any money payed after the contract was over. (A year from me signing up) As that is when I have mailed in my request to terminate the said contract.

Business

Response:

We have thoroughly looked into this case regarding Mr [redacted]. We never received any sort of cancellation from Mr [redacted]. We don't normally do this, but Mary Roma made the exception to honor his request and pull him out of collections, clearing his debt with us and terminating his membership. We hope that when Mr [redacted] is ready to join a health club in the future he keeps us in mind! CC

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.

I would also like to thank the company in this dispute for resolving the issue without further inconveniences to both parties. As far as considering Work Out World in the future, should I choose to join a fitness club again. It would be my first choice. Besides this instance, WOW has been a great company. Not to mention, as far as hearing from friends, family, and acquaintances, who have been with many fitness clubs, WOW stands as a top competitor often beating the competition.

Regards,

Review: My issue with this business is of poor communication and/or lack of customer service to cancel my account with them, which has resulted in me now, for the first time in my life, being contacted by a collections agency. I am beyond disappointed that I got involved with this company and just want to resolve this problem which has already taken up enough of my time. I purchased a VIP membership for my girlfriend as a gift in Dec. of 2011. She only went 2 times as a result of a busy schedule and not LOVING the gym itself. Regardless, I paid EVERY month on schedule despite neither of us going again. When the end of the contract approached I made SURE I reached out to cancel this membership, because obviously why would I continue to pay for a service I wasn't using and hadn't used in months. I went online to look into how to cancel, so I found on their website a comment box for complaints and cancellations. I wrote to them with no response. I then called the Ocean, NJ office in either Dec. or Jan. and I spoke directly with someone who told me there were at the time, issues with their website in regards to that, and that they would take care of it for me. I was never informed anything otherwise. Shortly after, the automatic withdraws I was receiving each month ceased, so having spoke to someone, I realized they had cancelled it and that was that. Then, just this past Aug 2013, my girlfriend received 2 collection letters for $337.34 apparently due to "unpaid membership charges" from Feb-July 2013. Not at any point did someone contact me before it was sent to collections. They claim they were trying to charge my card and it was rejected. I pay all my bills with this account. I then contacted them at the store AGAIN to see why we were receiving these notices now, to which I was told I had to "send in a certified letter" of some sort in order to cancel. To which they told me it had been "canceled" in Jul. after 6 months of them trying to charge me without contacting me.Desired Settlement: To start, having to come onto the Revdex.com website to see if I could receive some assistance is a good indication that this company's customer service is poor. When trying to decide the "Primary Nature" of my complaint I had trouble as there were several that I felt applied to me. It shouldn't have come to this as I was a paying customer with no prior complaints. I do not feel as though this issue is my fault due to their miscommunication and failure to respond to my requests to resolve/dispute this. They ignored me. I've called numerous times and spoke with Managers [redacted] and [redacted] at the Ocean, location. As well as written 4 emails, with only now receiving a response for the first time 2 months later. I am extremely upset about this and do not deserve to now be paying this "debt". I spent enough money with this company for them to leave me unsatisfied like this. I would like this collection notice retracted and this debt cleared. Or I will take this to whoever I have to, to get help.

Business

Response:

According to our records, a cancellation was not received for Ms. [redacted] membership account. Due to this, her membership remained active. On 11/8/2013 we received and responded to Ms. [redacted] online support ticket regarding her balance on her membership account. At this time, we will take Ms. [redacted] word in good faith and we have waived the balance on her membership and removed her account from collections. Ms. [redacted] membership will remain cancelled. 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!

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 had mentioned upon signing up for a 2 year agreement that if I were to move 25 miles away from the closest WOW location. I had mentioned that there was a possibility that I would be moving to [redacted] during this contract period and did not want to sign an agreement if I was not able to break the contract without any unreasonable penalties if I were to move. I was told that there would be NO penalty if I were to move that far from the closest WOW location which is what made me sign said contract. Not only will WOW not honor cancelling my contract after providing sufficient documentation of my change of address, but there is also a 10% cancellation fee that the employee was not up front about (if they were willing to honor the request). I have contacted customer service many times to try to resolve this issue, the only resolution they have been able to provide is either accepting 10% on the remainder of the contract and require me to pay 90% of the remainder of the contract or have me join an affiliate gym well over 20 miles away. This was not clearly stated when I signed up and was purposely hidden in fine print. The express agreement I had made with the party at the place of business WOW Freehold location where I digitally signed a contract I was unable to read in entirety, did not outline any of these cancellation clauses, and fraudulently mislead me to believe I would be able to cancel at any time if I moved outside 25 miles of any WOW gym.Desired Settlement: Pay 10% of the remainder of the contract as required by the contract (even thought this was never communicated) to cancel the remainder of the existing contract. The current Balance is $102.63, I would be responsible for $10.27 and immediate cancellation of the existing contract.

Business

Response:

After thoroughly looking into this for [redacted], we see that the exception was made to allow him to pay 10% of his total contract even though our affiliate was located within 25 miles of his new address. [redacted]'s contract would of remained at $34.21 a month until his term was complete in January 2016 if he chose to attend our affiliate. [redacted] insisted he did not want to go to our affliliate gym, so we made the final expcetion to allow him to pay 10% of his remaining contract price. This is company policy when you are relocating and are in term with your WOW agreement. As stated in each member's agreement, "This contract is also subject to immediate cancellation by written notice sent by registered or certified mail, return receipt requested to WoW at the address specified above 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 the event of cancellation based on change of permanent residence to a location more than 25 miles from the club or an affiliated health club, WOW shall require proof of the new permanent residence and shall retain a prorated share of the total contract price based upon the date the notice was received plus reimbursement for expenses incurred in an amount not to exceed 10% of the total contract price." At this time [redacted] owes WOW $92.90 for the cancellation of his contract before his initial term was met. I have attached his contract to this email. We wish him well!

Consumer

Response:

Review: [redacted]

I am rejecting this response because:this is a ridiculous compensation for the difference in travel that would be required to go to the affiliate gym. Also the neglect of your employees who offered an express contract upon signing of the said agreement that upon moving to [redacted] I would be able to concel the contract without any exorbiatnt fees. I am requesting damages due to neglect of your employees and ability to read said contract before signing (which was not possible). I find a reasonable compromise to be me paying the 10% cancellation fee in which WOW would take responsibility for 90% of the remaknder of the contract in which I will not be able to use ther services that your establishment offers reasonably due to distance from new residence. I am willing to take responsibility for cancelling a contract due to relocation and paying the 10% fee even though when requesting such information was not provided.

Regards,

Review: This company is a rip-off. I signed up in Nov 2013, and was told that I will be in a one year contract. Needless to say this was a lie! I found out that I pregnant shortly after this. I contacted WOW in April and was told that I could put the account on a freeze where I would pay $5/mnth and then I can call back in to continue my normal monthly obligation of $30. After I emailed to have the account cancelled in the end of November 2014, I was told that I am responsible for the balance of the months I did not go which ends up being about $200! I found out that I was also locked into a contract again until August 2015!

I CALLED MULTIPLE TIMES and was told that "they" (the front desk people) cannot help me, I have to contact corporate. Well corporate has no direct number so I had to email. I went back and forth with several reps and still no one is helping me settle the situation. They are a bunch of rip offs and I am very upset about this!.

Business

Response:

We have thoroughly looked into this for [redacted] At this time [redacted] membership is not eligible to be cancelled. A cancellation cannot be submitted before the initial term is complete. [redacted] cancellation has been submitted as of 8/31/2015. As stated in [redacted] WOW membership agreement, the initial term of your membership must be completed in order to cancel. The months that her account was frozen do not count towards completion of the initial term. At this time, [redacted] has completed 5 months of her initial 12 month term. There are 7 months remaining on the initial term. As mentioned in previous emails, we have [redacted] account to cancel at the completion of her initial term on 8/31/2015.

Review: I signed up for a one year basic membership in March of 2014. I was told that the membership would be $29 a month and there would be a small annual fee as well. 9 months later I was looking at my bill and discovered WOW was charging me an additional $35 plus a month. I immediately emailed WOW to ask why they were charging me more than they claimed it would be. They claimed I was given a month of free boot camp and since I never cancelled it I was being charged for it. I explained to the WOW employee that I never agreed to any boot camp, nor did I ever attempt to use it. I specifically stated that I simply wanted the basic membership. The employee of WOW told me I signed a contract agreeing to the boot camp. I have been overcharged over $300 and told them I wanted a complete refund. They refuse to fix an error they made. I later did some internet research and found out that they have several complaints for doing the same thing to other customers.Desired Settlement: I want all the unauthorized charges on my account to be immediately refunded.

Business

Response:

We have thoroughly looked into this situation. We see that [redacted] signed a 12 month VIP membership contract on March 3 , 2014. Listed on [redacted] contract was the option to have a 1 month free Boot Camp trial, and if we do not receive a cancellation he will be billed monthly for this added service. The contract specifically quotes: "Yes, I'd like to try Boot Camp for FREE for 1-month, I understand that at the end of my FREE 1-month trial period that Boot Camp will be automatically added to my Dues starting on month #2 of my Membership at the discounted rate of $29 additional per month (reg. $60) and that as a Special Bonus my $37 Boot Camp Processing Fee will be waived. I also understand that I can cancel Boot Camp at anytime by simply submitting a support ticket at myworkout world. com and if I cancel before my FREE 1-month trial ends I will not be charged at all."We did not receive a cancellation from [redacted] until December when he emailed our customer service team. At this time there is no refund due. We of course only want happy members, so due to [redacted] confusion we are allowing him to have 6 free months of Boot Camp that he can begin when he wishes!

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I never asked to be signed up for their boot camp. I never attempted to go to the boot camp. I signed up for a basic membership. I made it very clear that I was not interested in anything other than that. Workout World has hundreds of complaints for their billing practices and I'm just another victim of the scam they're pulling. I made it very clear that I wasn't interested in their boot camp and their solution is to give me six months of the boot camp I never wanted in the first place? It's shameful.

Regards,

Business

Response:

We have thoroughly looked into this. As previously stated, [redacted] signed a contract agreement for a VIP membership that included a Boot Camp free trial, and if not cancelled it would be billed on a month to month basis until we receive a cancellation.

Business

Response:

Attached is [redacted] signed agreement.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I went to preview the gym after work. I did not have my glasses with me. I made it VERY clear that I wanted nothing but a basic membership so I could use the treadmill. I had rotator cuff surgery the previous November and was physically unable to use any weights or do any of the boot camp classes and I made that very clear to the associate I met with. So, is WOW trying to tell me I signed up for something I couldn't physically use? That's ludicrous. WOW has a long history of overbilling and ripping off customers. That's why they have hundreds of complaints. Their business model depends on members not showing up and then harassing them and overbilling them when they try to leave.

Regards,

Review: Unresolved issue concerning Personal Training offered at the WOW Freehold Gym, I attempted to utilize these services on several occasions and found it very inconvient and difficult to access services. I did finally attend 1 session in September & was injured when I was instructed to extend my feet/legs into a wall located around the treadmills, this was not a piece of exercise equipment but rather a structural component of the building, my session could not be completed & hindered further work outs. When This personal training special was strongly introduced at the free personal training session assessment date, the verbally proposed information provided was not consistent with their interpretation of the contents of the lengthy agreement they had me sign in or about August 17, 2014, I was not given a copy for my records.Desired Settlement: Work Out World (WOW) has a contractual obligation to relinquish this consumer from Personal Trainer Package of 6 sessions for $299.00 dated on it about August 17th, 2014. Once this charge was disputed by myself for their failure to act in good faith by meeting this agreement they then charged a different one of my credit cards they kept on file unknown to me. That charge was on November 3rd, 2014 for $350.00 that they state in the original membership agreement dated 2/11/14 would be chargeable if a member disputes any charges.

I would like Work Out World to dismiss the Personal Training Package Agreement and cease all actions related to this event, including the $350.00 charge on 11/3/14 Also I would like them to discontinue Pershing any further charges other then the remaining 3-4 months of membership at $25.00 a month, for which I am willing to pay in full at this time pending no further action. This has been a very frustrating experience dealing with their support service. TY

Business

Response:

We have thoroughly looked into this situation. We see that [redacted] signed an agreement that stated she was entitled to pay for 6 sessions of Personal Training on July 23, 2014. In this contract we state [redacted] is able to cancel before midnight of the third operating day, which she did not. Work Out World is more than willing to contact [redacted] personally so she can finish the rest of her 4 PT sessions, the Director of Personal Training is eager to find a trainer that best fits [redacted] so she can accomplish her fitness goals. At this time no refund is do for this case. [redacted] can contact me personally at [redacted] and I will be more than happy to further assist her so she can take advantage of her 4 PT sessions. We hope this helps!

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Work out world is omising the fact that I was charged an additional $299.00+$25.00=$324.00 + monthly membership agreement for total charge of $350.00 on Nivember 3rd, 2014, the reason stated is according to their policy & my original membership agreement of February 12, 2014. This was a penalty for disputing charges for 6 personal training sessions, which I ONLY USED 1 yes just 1 & not 2 to be clear to WOW! This is a penalty charge for disputing the charges ADDITIONAL CHARGE! Therefore I will not accept this as a resolution, once again I was injured in the one unsatisfactory session & fear further harm with their personal training sessions. I am an active member who wishes to continue working out at my own pace once my sutures are removed from my back & shoulders. 1- im appealing to WOW to please release me from this obligation for personal training & refund my $299 fee minus the 1 session that I used ( despite the fact that is was never complete).2- please remove the additional $299 + $25=$324.00 penalty according to membership agreement, according to WOW & additionally charged on 11/3/14.3- Release me from this membership if unwilling to resolve the above problem & refund my remaing 4 months of pay $26/month thank you for your assistance to resolve this matter, I really appreciate Revdex.com help, I hope WIW acts in good faith to fix this problem instead of just addressing 1 issue as they historically have done & cause further frustration preventing me from belt icing in the process of negotiation. Does WOW have all the rights? If so this process is futile! I will hold true to my faith in justice & fairness & reason & compassion!

Regards,

Business

Response:

We have again looked into this situation for [redacted] We see that [redacted] signed a contract for 6 sessions of personal training that are 30 minutes each. On September 13 [redacted] used 1 hour of Personal Training, which took away two 30 minute sessions. We do not issue refunds for Personal Training unless they are within a 3 day cancellation period after sign as stated in [redacted]'s agreement. We have the remaining 4 sessions for to use at any time, or we will even allow her to give them to someone for Christmas! We hope this helps, and [redacted] comes in today to enjoy the club!

Review: I signed up for a one year contract with workout world last year. My contract has since expired however, workout world keeps trying to collect my monthly membership dues. Their cancellation process is ridiculous! They require you to fill out a form with an explanation as to why you are canceling your membership. Then, you have to send this form through certified mail to their corporate office and they will decide whether or not your explanation is acceptable. I have done this months ago however I never heard back from anyone. When I called the Edison location to see what I could do (since I was still being charged) the woman on the phone told me that because I did not keep the receipt for the certified mail I sent, she could not help me. I have since mailed ANOTHER cancellation form & emailed the corporate office numerous times. I also had an employee at the Edison location email corporate as well. However, workout world CONTINUES to try and charge my old bank account,which I have since closed,monthly. Because they can't receive payment they began sending automated calls to my phone to inform me that I would be charged a late fee of $15 every time. I am almost 8 months pregnant, I am not medically cleared to go to the gym, I have not been to the gym in over 6 months, my contract is expired, I have done all they require to cancel my membership and nothing has happened. This is exhausting and I don't know what else to do! This is a terrible way to conduct business. They are cheating people of their money! They even changed the terms of my membership after 2 months! I picked the package I had because it allowed me to bring a friend every day. Then suddenly I was no longer allowed to do so! Yet, I was still paying the same price as when I was! I was also randomly charged more for certain months. I have had such a horrible experience with the billing of this company and the customer service. I really just want this situation resolved so I no longer have to deal with WOW.Desired Settlement: I would like my membership to be cancelled for good. I would also like them to stop trying to charge me every month and contacting me with automated phone calls telling me that I am going to be charged a late fee! I do not want to pay for a gym I do not go to and that I know longer have a contract with.

Business

Response:

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

Review: I am a full time student at NJIT and I was home on winter break. I saw a billboard advertising WOW and only $5.00 per week with no contract. When I went to sign up I DID have to sign a contract and even though I'm sure it was in the fine print, I was never told about a yearly fee that would be charged to me. This charge was conveniently never mentioned because I would never have sign up had I known. This is ABSOLUTELY FALSE ADVERTISING. It was then time to go back to school and was told I could freeze my account whcih I did. They continued to charge my debit card anyway. When I came back to talk to the manager in the club they tried to back freeze my account but since they swipped my memebership card when I was there, it apparently started my memebership again. It's SO frustrating to deal with a company where you can't ever talk to anyone in the billing department but instead have to email to their main office. This is a way that they don't have to give anyone good customer service. I haven't used the club since the winter of 2013 and yet they never corrected the back freeze or gave back the money that was incorrectly charged to me. I have since stopped my membership.Desired Settlement: I beleive they should give me back the yearly fee that was never disclosed along with the months that were charged to me in error. and in the future should have the customer initial the part in the contract that talks about the yearly fee after it is discussed. Also, they should stop the false advertisement of $5 per week and no contract. This is absolutely false advertising.

Business

Response:

We have looked into Mr [redacted] situation and according to our records, this has been resolved. Membership was canceled.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:They still owe me money. I cancelled because they owe me money and the terrible customer service. The business should ACTUALLY read the original complaint.

Regards,[redacted]

Business

Response:

We have looked into this situation and see that an exception was made forMr. Beck. We had received a request on 04/01/2013 to freeze Mr. Beck'saccount and his membership was to remain frozen until 05/31/2013. Acredit was issued to his WOW membership account for the months that he didnot attend the gym prior to that date. This credit was to be appliedtoward future monthly dues.Mr. Beck then submitted a cancellation request for his WOW membershipaccount, which was processed on 5/23/2013. Memberships cannot freeze andcancel at the same time. The freeze was removed from this account and Mr.Beck's membership was canceled as of 6/30/2013. The remaining credit onthis membership account was removed as it was an exception made due tothis specific situation.At this time, we will be happy to give Mr. Beck 1 free month of membershipto use at his convenience. We hope this helps and if he's looking for ahealth club in thefuture he keeps us in mind!

Review: I, [redacted], have been a member of Work Out World (WOW III) gym for a over year. I am pregnant and completely bound to my home due to health reasons. I am not able to go to the gym. I wrote WOWIII via their website's support request form and told them I needed to freeze my membership back in early December 2013 ( I believe the date was /13).[redacted], the East Brunswick WOW manager, said this online support request form is the only way to communicate with anyone regarding this membership change.

Since December, I have still not received any correspondence. At this point, I am frustrated with the lack of support, and I wish to terminate my membership with this gym. On January 17th, 2014 I sent a cancellation request to WOW via their website support request form. My husband relayed this information in person to[redacted], the WOW East Brunswick manager. He said he would call my husband that same night (which was last Monday). He, nor I, have received a call from him regarding the matter.Desired Settlement: I would like my membership terminated immediately. Please feel free to call me ###-###-#### or my husband's cell if any additional information is needed. His name is [redacted] ###-###-####. My husband was the one handling most of this and me be able to provide more specific information. Thank you. I

Business

Response:

According to our records a request to freeze Ms. [redacted] membership was not received. Due to this, her account remained active and she was billed for her monthly clues. Our records show a cancellation application for Ms. [redacted] membership account was processed in February 2014. Ms. [redacted] membership is set to be cancelled /2014 with no further payments due. We hope that if Ms. [redacted] is looking for a health club again in the future that she keeps us in mind

Review: I have been a member of WOW for several years now. In May of 2015 I was approached by a Personal Trainer(PT), asking if I was interested. I said, "No, not really," but she insisted I listened to the options anyway. I sat down with the PT, Sam, and the "manager", Jackie in Jackie's office. They showed me the different prices. I said well, I am planning on moving in a few months, so I could only sign up for a couple of months, and asked if that would be an issue. Jackie informed me "no that is not a problem at all, since you (Laura), have a month-to-month gym membership, the personal training would be the same, and you (laura) can cancel any time, no problem." I asked her several more times, that I could cancel and wouldn't be stuck paying additional fees and she assured me that since it's a month to month payment once I cancel I am not obligated to pay any additional fees.

At no time did I sign a contract for personal training with work out world. Several times during my weekly training sessions, Sam, my trainer said to me, "Oh, remind me to take you in Jackie's office at the end of your session so you can sign your contract," but neither Sam nor Jackie followed up.

In October 2015, I injured my back and put my account on a freeze. In November 2015 I moved. I brought in my change of license to WOW. They cancelled both my membership and personal training, however they charged my card $240.10. When I called to ask why this was charged, they informed me "I owe them 10% of my total personal training contract." I asked, "how can I owe 10% of a contract that I never signed?" The girl at the front desk, Kayla, did not have an answer and told me I need to wait for the district manager to call me. She does not have a number for the district manager, so all I can do is wait. I have called WOW North Brunswick every day for two weeks, and still have not heard anything. Their customer service is terrible, and I can't get an answer out of anyone.Desired Settlement: I would like the $240.10 to be refunded, due to the fact that they are charging me 10% of a contract that I did not sign.

Business

Response:

I have thoroughly looked into this for [redacted] According to our records on 4/29/2015 [redacted]r enrolled in a personal training agreement, with an initial term of 12 months. [redacted] confirmed her knowledge of this agreement by making payments and using the sessions provided. [redacted] was notified through email, if she purchased the same training package with a lesser initial term, her monthly payment would have increased. [redacted] was billed monthly training payments of $197. The same package, with a lesser initial term, would have been billed at $250/month. According to our records, [redacted]r paid a $37 processing fee, 6 months of payments at $197, and a 10% payment to cancel prior to the completion of the initial term at $240.10, for a total payment of $1,459.10. If [redacted]r was enrolled in a lesser term for the 6 months of payment and the $37 processing fee, [redacted]r would have been responsible for a total payment amount of $1,537.We do understand [redacted]r's frustration and we have added 4 personal training sessions to her account with us. The sessions may be used by [redacted]r at a later date, or the sessions may be gifted to a friend or family member. We hope [redacted]r is able to use these 4 training sessions!

Consumer

Response:

Review: [redacted]

I am rejecting this response because:after making my original complaint, WOW sent me a copy of my "contract." ?My signature was forged. I was not aware of being in a year contract. I was originally told it was a monthly contract that could end at any time with no charge. I never viewed anything on paper it was al verbalized to me. They wanted me to sign the contract, but kept on forgetting. If you view the contract they have it does not match my signature. They are offering me 4 free sessions which is an equivalent amount to the 10% they wrongfully took for me. I cannot use their sessions, due to not only moving but having a hurt back. I want a refund for the $240.10 or I will contact the police for forging a signature

Regards,

Business

Response:

We appreciate your patience while this request was being reviewed by one of the owners, Mary R[redacted] Although our investigation of [redacted]r's account shows that she is responsible for the 10% charge of $240.10 billed on 12/9/2015, we will make the exception to refund [redacted]r for this payment. Please be aware, if [redacted]r was enrolled in a month-to-month agreement, we would not require proof of her new address to cancel her personal training. As a company policy, we require proof of the member's new address to allow members who have moved further than 25 miles, from any WoW location to cancel their agreement prior to the completion of the initial term. A previous exception was made to allow [redacted]r to cancel her agreement early, although her new address was only 15 miles from our Robbinsville club. All sessions would have been transferrable to the Robbinsville club. We have issued a credit card refund in the amount of $240.10 to the [redacted] ending [redacted] This refund may take several business days for processing. [redacted] may speak to her financial institution for further details regarding the status of this transaction.

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: This complaint involves Work Out World's (WOW) failure to cancel membership and fraudulent charges that continue to accrue on an account that was canceled almost a year ago. My brother and I joined WOW a few years ago, because we heard it had a great reputation and was a clean gym. Since my brother was only a teenager I agreed to pay for his membership and we signed up on the spot. We enjoyed the membership for approximately three (3)/four (4) years, but then were no longer interested in continuing our membership. We understood there would be cancellation fees, but we sent in the Certified Letter cancelling both memberships. My brothers account was canceled, however my account was not and I continue to be billed monthly. Every month like clock work my Credit Card is charged numerous times and inconsistent amounts. And like clock work every month I have to sit on the phone with my credit card company and dispute the charges. And like clockwork every month I get a statement from credit card provider that they contacted WOW and that I won my dispute and the charges will be removed from my credit card. But the point of this is for the charges to stop coming. I then went into WOW of East Brunswick in early December/January and was told I could cancel my membership at the kiosk provided in the lobby. I filled out the forms as directed to by the computer and it said my for was successfully submitted. And still despite my having filled out the cancellation forms "in house"....in the WOW lobby...somehow my membership is still not cancelled and I still continue to be billed on a monthly basis and have to sit on the phone for hours on end to dispute same with my credit card provider.Desired Settlement: Cancellation of Membership and cease billing of my credit card

Business

Response:

We have thoroughly looked into this for [redacted] membership has been cancelled as of June 30 2013. His brother's membership, however, was never cancelled. [redacted] membership is now cancelled and will not be attempted to be billed further now that it has been terminated. We hope this helps!

Review: I am writing a complaint in regards to myself and my domestic partner [redacted] previously of [redacted]. We were previously enrolled at WOW in [redacted], NJ. Not only did our contract end and we terminated it from renewing but we also moved out of the area and informed them of the move and our intention to cancel our contract or any future contracts. We are now receiving collection notices from them and have also continued to be accosted by advertising phone calls. Strangely enough even though we receive advertising phone calls still we never have had collections phone calls from them until today. I collections company in [redacted] called representing them. We went through the processes prescribed by them to nullify our contracts and yet are still being berated by them.Desired Settlement: I would like for them to correctly adjust the billing issue and resolve the matter with the collection company. I would like them to ensure that this will not now or in the future be negatively reflected on our credit histories.

Business

Response:

We have thoroughly looked into this situation[redacted] never submitted a cancellation notice. All memberships remain active unless we are properly informed of them wishing to end their membership. If [redacted] has proof otherwise of his attempt to cancel we will be happy to honor his request to pull him out of collections. Until then, unfortunately there is nothing we can do. We would be happy to a**ept payments from [redacted] to clear him of his bad debt. We hope this helps! **

Review: In November of 2012 I purchased a gym membership for my wife, on a month to month basis (no contract). Per Workout Worlds police she filed for a cancellation of her membership on 4/14/2014 (16 days prior to the end of the month). Upon her arrival at their facility she was directed to a kiosk to complete and send the electronic form to terminate her account. We have spoken with the front desk clerk at workout world who advised that they have a note on her account that the corporate office received her request on 4/14/14 at 3:50 PM. As of 5/1/2014 they are still charging $35.51 a month for the cancelled membership. I have attempted to contact their corporate office but there is no phone number available, they also refuse to give a phone number at the local gym to get in touch with a customer service representative at their corporate office to attempt to straighten out this issue. I have sent an email but have not received any response. This is a poor business practice when the consumer has nowhere to turn in the company for assistance.Desired Settlement: Cancel the membership and refund the May 2014 payment of $35.31.

Business

Response:

Please review statement

Review: Sent a certified letter to corporate office in December for which I have proof of delivery. I moved outside of 25 miles of the nearest location which is reason to terminate contract. Still being billed 3 months later. Emailed corporate office and was told they did not receive letter and proof of move. Sent certified letter receipt copy to which they replied that I MUST RESEND all info. I sent it already with PROOF OF DELIVERY. I would like my membership cancelled and a refund for the last 2 months I was billed since I did my part they should have to honor theirs.Desired Settlement: Cancellation of contract and refund for the last 2 months I was billed after my move.

Business

Response:

[redacted] has actively been communicating with our Corporate Office Customer Support Representatives via Online Support Ticket as of 3/02/2016. I have thoroughly investigated this situation for [redacted] and do see that his Certified Mail Return Card states that his letter was received by our Office on 12/16/2015. We sincerely apologize for any inconvenience this may have caused [redacted]. Due to the busyness of the holiday season, the document seems to have gotten lost in the shuffle. This was in no way intentional or [redacted] fault. [redacted] submitted a Proof Of Move document with his new address for his WOW membership account as well as [redacted] membership. We were able to locate an affiliate gym within 25 miles of his new residence which would allow him to complete his initial 24 month term at another facility. The affiliate gym is [redacted] and [redacted] both enrolled in membership with initial terms of 24 months on 1/11/2015. If an affiliate had not been located, they would be responsible for 10% of the total contract price to break the contract, totaling $64.27 for each membership. Since December 16, 2015, [redacted] and [redacted] have been each charged $44.78. We will be willing to apply these payments towards 10% of the total contract price and waive the remaining $19.49 if [redacted] so chooses. [redacted] has the option to continue his membership at [redacted] or cancel. We will need confirmation from [redacted] to know which action he would like to take. I will also reply to [redacted]' Online Support Ticket with these options.

Review: When I purchased this membership for my juvenile daughter, I was told that we could cancel at anytime and that I could freeze her membership for up to nine months. After trying to cancel her membership they stated that I could not cancel for a year after starting. At that point I asked about freezing the membership while she was in school and they said sure but the initial membership date would be extended till after the last date I froze the account to. This is not what I was told. This was not what I was told or agreed to.Desired Settlement: Just cancel my daughters membership and stop charging me for her.

Business

Response:

According to our records, [redacted] enrolled in a WOW membership account with an initial term of 12 months on 8/30/2015. On 10/14/2015 we received a cancellation request via Online Support Ticket for [redacted] account at which time we reminded her of her initial term and explained the cancellation policy. [redacted] WOW membership account was set to cancel at the completion of her initial term. On 11/02/2015 we received a Membership Freeze request via Online Support ticket at which time we explained that memberships cannot freeze and be set to cancel at the same time. We asked [redacted] how she would like to proceed and we did not receive a response. On 12/03/2015 we received an Online Support Ticket from [redacted] asking why she was being charged if the account was set to cancel. We explained that her membership is still in term and gave the date of her cancellation. [redacted] replied asking to freeze her membership until June 2016. We explained that her initial term would be extended by the freeze period and we adjusted the cancellation date accordingly. At this time, [redacted] has completed 4 months of her 12 month agreement. She may continue to freeze her membership for as long as needed. When she is ready to start using her membership again, she may unfreeze her membership at anytime to complete her agreement with us.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:This still does not answer why we where told we could cancel at any time and then when we tried they told us that we can't cancel until after a full year. The plan was presented as a month to month. The product was falslely represented to us. And we also we where never told that freezing the account would extend the contract. We were mislead to believe that we could freeze the account with no stipulations, and that the membership could be canceled at any time. You are also misrepresenting the second email where your response was "that we cannot freeze the account because it was already set to cancel". It was never explained that the cancelation was set to happen after the full year was complete. And as for the first email we never recieved a response thus generating a second request from me. It wasn't till the third email from you where anything was explained. And the information I recieved at that time was to the contrary of what I was told at the initial signing of the contract.

Regards,

Business

Response:

We apologize if [redacted] may have misunderstood the cancellation policy. As stated on the contract signed by [redacted] and [redacted], "As a Dues Paying Member you may cancel your membership at any time after expiration of the Initial Term by giving at least 15 days written notice before the 1st day of the next month." We have record of each of [redacted] Online Support Tickets showing that she was explained this policy as well as how a freeze period would affect her cancellation date. Each of the Support Tickets was answered within 1 - 2 business days upon receipt. We would like to help in anyway that we can. If [redacted] is unable to utilize this membership, we will allow her to transfer the membership to a family member or friend.

Review: They forged my named and extended my contract for two years. They sent me the contract through email and my signature was forged, You can tell that they wrote over another signature. I have emailed them through customer service. You can only contact them through email. I also went to the club and they emailed corporate for me. I still received the same response that I signed the contract. On the contract is has my wrong phone number as well as my husband's.Desired Settlement: I want my dues and all fees refunded since July 1, 2014 and cancel my membership.

Business

Response:

We have thoroughly looked into this for [redacted]. On 6/30/2014 [redacted] enrolled on a membership that has an Initial Term of 24 months. [redacted]'s membership cancellation cannot take effect until completion of the Initial Term. We have received her cancellation notice dated and her Membership is set to cancel on 6/30/2016. [redacted]'s last billing date will be on 6/01/2016. She will have full access to enjoy the facility until 6/30/2016. Attached is her signed contract.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

My signature was forged. I did not sign this contract. You can see from the attachment that there are two sets of signatures. Also, some of the information is not correct. Why would I sign something with my wrong information? (phone number and emergency contact) Plus I was not referred by someone. Look up the referral number and name. Should I contact a lawyer?

Regards,

Business

Response:

We are sorry to hear of these accusations that [redacted] is making about her contract, however, after investigation we found that her signature on her contract matches her driver's license and there is no fraudulent activity. [redacted] has been cancelled accordingly after her term is complete as of 6/30/16. We hope she comes in today to enjoy the club!