Work Out World

Review: I made three [3] REQUESTs TO CANCEL the personal trainer service ... I called the gym prior to renewal date and NO MANAGERS HAD BEEN AVAILABLE to speak with me since THURSDAY, May 21, 2015 ... I had to cancel my debit card so WOW would not charge me without giving me a chance to cancel ... I was double teamed by two men to take a one month PT membership but I had the VERY STRONG FEELING that they were trying to snooker me ... I have NEVER RECEIVED A WRITTEN CONTRACT FOR MY RECORDS of any membership to this gym ...

When I left a message that I was going to cancel my debit card so that they could not steal my money, they immediately posted a $49.99 charge to my card ... I cancelled the card when the transaction was pending and I filed a fraud report with my bank ... Unfortunately, the transaction went through anyway...

Subsequently, I was left without access to cash for the Memorial Day Weekend, I have to pay for a new debit card, I have been playing phone tag with someone named CC A[redacted] and I am contacting the Revdex.com to file a complaint against Work Out World, Freehold, NJ ...Desired Settlement: I want the $49.99 restored to my checking account and I want to CANCEL the personal trainer as of May 21, 2015 as requested in a timely manner.

Business

Response:

We have thoroughly looked into this for [redacted] We see that we have been corresponding with [redacted] through emails since May. We see that you have a 12 month XLab agreement for $49.99 a month and a VIP monthly membership of $19.99 a month. Our team is not here to force anyone into a personal training membership, when a member inquires about achieving fitness goals we will give them a package that best fits their budget, if signed and agreed to of course which [redacted] did. We encourage [redacted] to come into the club today to enjoy her services!

Business

Response:

We have thoroughly looked into this for [redacted] and carefully combed through her membership agreement account. We have a signed contract for [redacted], as we are sorry to see that some have bad reviews about this facility owned and managed by family. [redacted]'s case is separate from the one's listed below and we are addressing her account not anyone else's in this Revdex.com case. We have made the exception to freeze this xlab contract for the next three months. We hope that this helps her out!

Review: An attorney representing WOW workout telling me that I owed $200 for not cancelling my membership. I cancelled my membership months prior.

I joined WOW workout in NJ. I became ill with mono and had to leave NJ for home. I went to the facility and filled out paperwork for cancellation. Almost a year later I was contacted by an attorney telling me that I owe over $200. I asked for something in writing and they told me they could not provide any detail but that I had to pay by end of day to avoid further collections. I requested that they send me the details from WOW and they said they would contact them to get me more information. I have not received anything and it has been a month. I can't find a number anywhere to contact WOW.Desired Settlement: I want to make sure that WOW is not going to hit me with fees and charges and that my credit will not be damaged.

Business

Response:

I would love to help [redacted] with his questions and concerns, he can reach me directly at [redacted] so we can solve this immediately.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have called and left a message on 5/15/15 and have not received a call back.

Regards,

Business

Response:

We have reviewed this complaint submitted by [redacted] regarding collections, and we made the exception to pull him out and waive his balance of $283.99 on 4/6/15. We see that this case has been resolved and there is no further action necessary.

Review: I rejoined the health club membership with the understanding that the price will be locked in at $19 plus tax monthly dues, then in Nov/2014 my account was charged an extra $49.99 plus tax for monthly dues, upon inquiring with several unsatifactory emails you unethically offered to simply pay an addition $60 plus tax to lock in the original monthly dues I cancelled membership and requested a refund on the annual membership fee recently collected the begining of the month or at lease a prorated amount. the condescending response continued and finally ended on 11/20 with [redacted] "annual membership fee $49.99 will be assessed to your membership and added to your monthly dues..." no refundDesired Settlement: Organization should reform their business practices to entrapping customers into false promotions. I strongly believe Im entitled to some refund for an annual membership that was cancelled with in the the same month it begun.

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 of your membership and then annually thereafter..." We would never not disclose or hide anything from our members. The Annual Membership Fee is for the prior months of your membership with WoW. At this time there is no refund that is due to [redacted].

Consumer

Response:

Review: [redacted]

I am rejecting this response because:it was never a question of disclosure ITS ABOUT AN ANNUAL MEMBERSHIP FEE THAT WAS CANCELED AT THE BEGINNING THEREFORE NOT HAVING ACCESS TO ENJOY ANY BENEFITS OF MEMBERSHIP! A prorated refund is morally and good businesses ethics.

Regards,

Review: In Jan of 2012 I moved from NJ abruptly. I had a restraining order against my husband who was moving from the UK to NJ. I asked the gym how to end my membership. They said in writing, so I wrote them a letter and gave it to the manager. He said no, I had to send a certified letter to a company headquarters. I did so, but in the rush of trying to move myself and three small children to another state, I do not have any idea where any copy would have gone. Then almost a year later I noticed that they had been taking roughly $50 from my bank account every month. I contacted them and was told that I needed to send a certified letter. I explained I had done that and that all of their trainers were friends with me on facebook and knew I lived three states away where there was no workout world. I said they were stealing my money and I stopped payment from my account. Then I started getting calls from creditors saying that I owed them money and that I was falling behind. Those calls stopped for months and I just got another one yesterday saying that I owed them $250. I have not lived in NJ or been a member at their gym for almost three whole years now. NJ has laws that say a women with a domestic violence concern is allowed to get out of a lease early if she or her children are endangered. It has laws that protect me in my situation, when I have to run. The fact that the gym is torturing me with continued charges for a membership I don't have and can't use is bad enough, but that they stole my money and that they are harassing me with creditors is just more than I need as a single mother with three small children, an indefinite restraining order and a divorce pending. Please help me to resolve this...get my money back if possible and teach them that you can't do this to people. The creditor that called yesterday told me that I am not the only one that workout world does this to all of their patrons and that he makes calls all day for them.Desired Settlement: Please ensure that they refund any money they took from me after Jan 2011, that they remove any bill they suggest I owe and that they stop having creditors harass me.

Business

Response:

We have thoroughly looked into this case regarding [redacted]. We never received any form of notice or cancellation request, we surely would of immediately honored it given her sensitive situation. [redacted] is now pulled out of collections, cleared of her debt with us and her membership has been terminated. As for the months that were charged while she was away, we unfortunately can not return the money. All memberships remain active until the responsible party cancels, which did not happen. On behalf of Work out World we sincerely wish [redacted] and her children well. [redacted]

Review: My original gym membership was set to expire on November 30, 2014. I sent a cancellation form to WOW via certified mail on October 29, 2014 and have proof from the US Postal Service that it was delivered on October 30, 2014. WOW requires 15 days written notice for membership cancellation, so the form was received well in advance of the deadline. Nonetheless, I was charged in December 2014 and January 2015. I worked with the General Manager of the Middletown club, who said that he worked with the Billing Dept and agreed to reimburse me the full amount. However, I was never reimbursed, and subsequent communications with the GM went unanswered.Desired Settlement: I would like a full refund of $53.44, the total amount of the unauthorized charges for December 2014 and January 2015.

Business

Response:

We have thoroughly looked into this for [redacted]. His membership is cancelled and we have issued him a refund of $53.44 back to his credit on file. We hope this helps!

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have not received the refund.

Regards,

Consumer

Response:

We finally received a refund from Work Out World. Thank you very much forintervening on my behalf.

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: Late in 2014, when I signed up for membership at WOW, I was not aware that there was a free trial for Boot Camp. In fact, I never knew the Boot Camp option existed. In reviewing my credit card statement today, I discovered that I have been billed $29.00 per month in January, February and March for a service I was not even aware of. Therefore, I am requesting to cancel my Boot Camp membership, I am also requesting a refund for the three months of the $29. fee which I just discovered was automatically billed to my credit card.

I received a response from Ms B[redacted] that they could stop future bills, but not refund the three months already billed.

This is my response to Ms B[redacted] : I feel I deserve a refund for the three months I was charged for this service which I never even knew existed. I truly did not know that this was in my contract and I don't feel it is fair to be charged for it. I wasn't provided with any written paperwork that explained this benefit, and I truly was shocked when I learned I was being charged for this service.

In the future I think WOW needs to do a better job with disclosing this information to ensure it is totally transparent to its members. I never received a paper copy of the contract so I did not have this provision in writing for my records. I trust I will receive a credit to my WOW account for the three months of $29.00 per month.

My husband and I are both good customers and I am also paying for personal training sessions. I feel that they should have clarified by e mail when it was time to start automatic monthly charges so I could have exercised my option to cancel a service which I was totally unaware of.Desired Settlement: I am requesting that WOW credit my account for the $ 89.97 which I was billed for the BOOT service I never even had the chance to try. I do not want to participate in the BOOT camp since it is too intense for my current physical condition. They claim I signed an electronic copy but the representative was not clear on his explanation and did not provide anything in writing.

Thank you for your assistance.

Business

Response:

We have thoroughly looked into this for [redacted] and see that she was issued a credit card refund on 5/11/15 for $116 . We see this case has been solved satisfactory.

Review: We were members of the Elite Gym of Manalapan, NJ for many years. Elite Gym was bought over by Work out World(W.O.W). Our special needs son was also a member of the Elite gym through a qualified service program through DDD and Easter Seals. We transferred our membership to W.O.W. gym with the verbal understanding and promise that W.O.W of Manalapan would also become a qualified service provider with DDD, and our son and any young adult with special needs could continue in the gym program. Since W.O.W of Wall, NJ and W.O.W of Tinton Falls, NJ were both qualified providers, we were assured that W.O.W. of Manalapan would also become a qualified service provider. For months, we worked diligently to aid in getting the paperwork that was needed to become a qualified provider. Nothing was ever done and no one ever contacted us even after numerous calls and emails. The Mayors office of Manalapan also called W.O.W. of Manalapan to discuss the issue. After several months of not following through on the promise to become a qualified service provider, , we signed our son up with another gym in the area that became a qualified provider. This gym has welcomed our special needs son with open arms. They are providing the same membership and training session that Elite gym provided for the past three years. Since we both need to be in the same gym as our son, we requested termination of our membership. We sent the proper paperwork to W.O.W. corporate and have only received stock responses. We have not been able to speak with anyone. There is no phone contact, only e-mail. We have not been able to resolve this matter in a timely fashion.Desired Settlement: As per the letter we sent to W.O.W., we requested to terminate our membership as of April 30, 2014 . W.O.W.has refused to terminate our membership until December 31, 2014. They have breached their verbal contract with us when we originally signed up membership with them. We would like to have our membership terminated as requested, as of April 30, 2014 with no payments due after that date.

Consumer

Response:

Please close the case, the company contacted me this am and resolved the complaint

Review: I signed up for the gym and cancelled the same day due to scheduling issues and as per their contract I was to be refunded my money within the three day time frame of joining. Since 9-2013 I have attempted to get a refund multiple times. Last week they told me the check was at the location but when I went to get it, they said they didn't have it. It has been 7 months and I'm still waiting on my "refund within 30 days"Desired Settlement: I would like my contractually promised refund.

Business

Response:

According to our records [redacted] refund check in the amount of $39.24 has been sent to the address on file for his membership account on 2/17/2014. We hope is [redacted] is looking for a membership again in the future that he keeps us in mind!

Review: I canceling my gym membership from the Robbinsville WOW using the on site kiosk in January 2014. I noticed in March I was still being charged for membership. I visited the membership desk again and they told me I no longer need to send a certified letter to corporate to cancel , that I just need to use the kiosk.

I used the kiosk again in March 2014 and did get an email that my request #[redacted] was received. I checked with the membership desk a few days later and showed them my email and they told me there was nothing else to do and my payments are up to date. They checked in their computer and my membership was canceled.

Over a year later I received an email

that I have membership dues still due.

Member Name: [redacted]

Membership#: [redacted]

Balance: $158.80

This happened to me with another membership back in 2009 which I had to involve your agency and I was refunded $140.43. This business apparently has difficulty with their records department.

Thank you [redacted]Desired Settlement: Remove the bill for $158.80 and receive a letter confirming the membership was canceled over a year ago.

Business

Response:

We have thoroughly looked into this for [redacted] and have found her previous cancellation request. We apologize for any inconvenience and are happy to be able to fix this immediately. [redacted] balance of $156.80 is cleared and her account has been terminated. We hope that when [redacted]s looking for a health club in the future she keeps WoW in mind!

Review: I signed up for a one year contract with Work out World starting on January 1st, 2015. My monthly fee is supposed to be $19.99. However, for the past two months Work out World has been charging $51.39 to my account. When I went into my local Work out World to inquire about my bill they told me that they were charging me for a boot camp class for the past two months, however I had never signed up for a boot camp class. The man I spoke to told me to fill out a billing complaint online at their website. I filled that out and received an e-mail back telling me that I would not be receiving a refund but that I could cancel the boot camp. Well I deserve a refund for a class that I never signed up for in the first place.Desired Settlement: I would like to be refunded in full for the two months that I was being charged extra for the boot camp class which I never signed up for.

Business

Response:

We have thoroughly looked into this for [redacted]. We see that on 12/29/14 [redacted] signed up with WoW, her membership included a 1 month free trial of boot camp and if a cancellation was not received then the member is responsible for the payments going forward on a monthly basis until a cancel is submitted, if a cancel is not submitted we are under the impression the member is happy with their services. We normally do not do this, however, the exception as been made to issue [redacted] a credit card refund in the amount of $58 ( 2 months of boot camp which is $29/mo ) We hope this helps, and she comes in today to enjoy the club!

Review: [redacted],It was a pleasure talking with you on the phone earlier. Here is an accurate account of my experience with dealing with W.O.W. and why I am filing a complaint:I was a customer of W.O.W. located in Glastonbury for about a year in 2010. Upon moving to California in January 2011, I went into the facility and cancelled my commitment, or so I thought. I noticed a monthly fee was still being taken out of my account months later. I contacted the gym and they told me the only way to cancel the membership would be in person. I thought that was ridiculous because I living in California. When I went home for Christmas break (12/2011) I went to the facility to cancel and they completely switched their story saying the only way to cancel is by mail. I then mailed them the cancellation document. Shortly after, I noticed my account was STILL being withdrawn from. I called and complained, but it fell upon deaf ears. With no other options left, I finally changed my credit card information so they wouldnt have access to my account. Now, they have a collection agency after me for $206.99 after 2 YEARS of withdrawals from my account. Here are some dates that illustrate my point: 12/10/10- The last time I used their facility 1/31/12- When THEY finally honored my cancellation (After multiple letters, phone calls, and in-person visits)--Accumulated charges approx $2501/24/13- They sent me over to a collection agency that has been harassing me for the amount of $206.99 because I changed my credit card info so they couldnt continue to charge me. This behavior is criminal, and borders extortion, as this company is stealing from customers. I tried multiple times to cancel my account from across the country, while they fed me misleading information so they could continue stealing from me. They will not see $.01 of the $207, as they already stole $250 from me over the previous 2 year. Thank you for time and understanding. I don't wish this to happen to anyone else. Best, Nyle DiClementeDesired Settlement: First and most importantly, I would like The $206.99 that the debt collector is after to be expunged. If possible, I would like a refund for the 2 years of withdrawals that they wrongfully took out of my account while I was living across the country. If that is not possible, I would a punishment of your determination to be bestowed upon them so other customers are aware of the shady practices this place exercises.

Business

Response:

Ms. Nyle Diclemente signed a contract with us as follows:

Review: I sent a cancellation request form last October for my membership, as I was leaving the country in November. They claim to have never gotten my cancellation form in the mail, and proceeded to charge me monthly for a membership I wasn't using. When I saw this, I emailed them to immediately stop billing me. They never responded, so I had my parents drop off a written request to the main office, which was also ignored. I again sent a request online, to which they responded that they will not cancel until I send a form in the mail, as this is the only method they accept. At this point, I called my credit card company to block WoW from taking out money. They still refuse to cancel my membership, although I haven't stepped foot there since last summer and have requested four times to cancel my membership. There is no way to contact them and speak with a person. There is no direct email address or phone number, so it's nearly impossible.Desired Settlement: I want my money returned from last November and I want my membership cancelled.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I was never contacted by the business to resolve my complaint and am still waiting for the momey they stole from me to be returned. Nothing about the way Work Out World handled this has been 'satisfactory' and I have been sure to spread the word at any opportunity.

Regards,

Business

Response:

We have throughl;y looked into this case. As stated previously no cancellation has been received via certified/registered mail for Ms [redacted] membership. This might seem cumbersome; however we've implemented our cancellation procedure with our members’ best interest in mind. By sending your cancellation request registered/certified mail you receive a receipt. This receipt is your proof that your cancellation request was submitted and received - thus removing any questions whatsoever regarding when your request was made. All memberships are continual until a cancellation has been submitted.Ms [redacted] membership was terminated on July 31, 2013.

Review: I have had a Work Out World Membership since Jan 25, 2011. I decided to cancel the membership because I was no longer using the services. I followed the cancellation protocol and went to the facility where I joined and put in a request to cancel my membership. Here is the cancellation policy as stated on website: 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. If you choose to cancel your membership you must either: (1) Download a WoW Cancellation Request Form, or write a letter including your full name, membership number, and cancellation request and mail via Registered or Certified U.S. Mail to: WoW Work Out World, Attn: Membership Cancellation, [redacted] or (2) complete and submit a digital Cancellation Request Form at a designated member support computer kiosk at any WoW location listed on the front of your Membership Agreement.- I followed the protocol listed under option 2 and was assisted by a desk clerk in filling out my request on the computer in the lobby of the facility. This was in March 2014. I understood I would be charged for April 2014 membership dues because of the necessary 30 day notice. I understood and accepted that. My [redacted] bill shows a membership dues charge for May 2014. I contacted WOW via website which is how they manage cancellations and was told they had not record of my previous request and would accept my request for cancellation as of today and therefore will owe membership dues for June 2014. This is unacceptable. I followed my contractual obligations, I followed their procedure to cancel and they conveniently have no record of that request so now I am out 2 more months of membership dues. I consider this fraudulent.Desired Settlement: Refund the charge for membership dues for May2014 and no further charges to the card and my cancellation request originated in March 2014 at the [redacted]ocation.

Business

Response:

According to our records, we did not receive a written cancellation request for Ms. [redacted]' membership account. Due to this, her account remained active. If we did receive Ms. [redacted]‘ cancellation request, she would have received a confirmation email with details of her request. However, at this time, taking her situation into consideration we will make an exception for her to issue a refund to the card on file for her membership in the amount of $55.58 for her May and June dues. Ms. [redacted]' membership has been cancelled retroactively to 4/30/2014 with no further payments due. We hope this helps her out and if she is looking a health club again in the future that she keeps us in mind!

Review: Back in April a friend of mine signed up with a different WOW location personal training. He thought it would be be a nice thing to do for me so he and I went my WOW Manalapan to sign me up. We were told that the training and member ship have to be linked together on one card so they removed my Credit card info and put his credit card info on my file. Everything was signed was electronically so what we were signing wasn't disclosed. After three months I felt I no longer needed training so I told my trainer I no longer will schedule anything. He said ok. I then wanted continue to work out ,so to keep paying for my member ship they removed [redacted] name and info. After I start getting billed training I didn't use and was told I signed a year contract! I would have NEVER been able to afford this and would have never knowingly signed up. I have been back and fourth with WOW to have no help what so ever. I have contacted my bank who has provided me with the apparent contact. They clearly removed [redacted] info and replaced it with mine. You can see I only signed member signature not purchaser signature, [redacted] signature is on purchaser. They have agreed to only charge me 7 of the months instead of the 12. Three months were paid for by [redacted] which leaves 4 payments. I will not accept 7 months because of the situation and how I have been treated by their company. I was mislead and taken advantage of . I have talked to 6 different people to be handed off one to the next.Desired Settlement: I want the $1,407 back for the 4 months I didnt use nor knowingly signed up for.

Business

Response:

I have thoroughly looked into this complaint. According to our records, on 5/8/15 [redacted] enrolled in a personal training agreement with a 12 month initial term. As stated in the terms & conditions of the training agreement, [redacted] is responsible for the full term of the agreement. During the month of Nov 2015 we received an emailed request from [redacted] stating that she was unaware she was enrolled in a 12 month term. Due to [redacted] level of concern, [redacted]'s account was reviewed by a Customer Service Rep, Customer Service Manager, the Owner's Assistant and one of our owners, Mary R[redacted] spoke with several reps over the phone in addition to our Online Support Desk. Mary R[redacted] made the exception to cancel [redacted] personal training agreement prior to the completion of the initial term. At that time, [redacted] December personal training fee was outstanding. We explained to [redacted] that she would be responsible for the December charge, as that would have completed 8 months of her 12 month term. [redacted] wrote back stating, "No I'm sorry but that is not good enough". We then made an additional exception to waive [redacted]'s December personal training fee. At that time, we explained to [redacted] that she would be responsible for all personal training charges applied to her account prior to December 2015. [redacted] proceeded to file a credit card dispute for her October and November personal training. [redacted] lost the dispute for her November charges and the funds were returned to WoW. [redacted] won the dispute filed for her October personal training. This charge was added to her WoW membership account on 1/15/16. As stated in [redacted] membership agreement, and also explained to [redacted] by email on 12/15, a $25 fee will be applied for all disputed charges. Due to the history of this situation, we have made an additional exception to waive the $25 fee. [redacted] has an open dispute for the charge applied on 1/15/16.We feel that we have made every attempt to satisfy [redacted]. Although, [redacted] verbally agreed to pay for a portion of the agreement, [redacted] added her billing information and signed for the agreement as the member. She is responsible for the charges applied. Please see the attached membership & training agreements.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

After I completed the three months that [redacted] paid for I didn't know about my account being charged. Right when I realized I emailed right away. It took three months to come to any real agreement because they made it impossible to communicate. They would send me the same responses and made me feel helpless. Wanting to stay at my gym they still had my account number. So in this time they continued to charge me three more months! I can't accept paying for something that I didn't agree to nor use these services. When I signed up everything was electronically and I wasn't shown what I was signing. How they went about this was not right and I feel taken advantage of.

Regards,

Review: Joined work out world with the intention of only working out, No Frills. Upon joining and posting a $70 fee for joining, I was latter informed that this fee was just for processing. Less than a month in , $45 was taken out of my account for a "Boot Camp" that I was never advised of. I wrote two emails to have this "Boot Camp" canceled with a refund, Which 3 months later have still not recieved. Now this month I have $67 taken out of my account for a "Gym Maint. Fee" Another fee I was not made aware of when I joined. This gym is nothing but scams. If I knew I never would have joined. Thank god its for one year only.Desired Settlement: Give me my money back. Ive only been at the gym for 3 moths and they took almost a $180, When i'm supposed to pay $12 a month. You tell me whats wrong with that picture.

Business

Response:

We have thoroughly looked into this situation. [redacted] membership agreement allows him to have one month free of boot camp, and he can cancel at any time so he is not billed after the free trial. On October 1 since we did not receive a cancellation, [redacted] was billed $29.00 which is a separate payment from his regular monthly dues of $12.50. We received a cancellation on 10/9/14 in which his boot camp was terminated immediately. On 12/1/14 we see that [redacted] was billed $49.99 for his Annual Membership Fee. The Annual Membership fee is stated in your membership agreement and is something that every member pays four months from when the membership contract began. You will not be charged this fee again until the following year. The Annual Membership fee will continue to be billed one time per year. Of course we do not want any of our members unhappy. At this time we will return $29 to [redacted] credit card on file. We hope this helps, and he comes in today to enjoy the club!

Consumer

Response:

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

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

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

A complaint I filed with Revdex.com about a month ago was thought to be resolved with WOW gym Ref # [redacted]. The gym was to pay me 29.95 and credit it back to my debit card on the 15th of December. As of yet I still haven't received anything, While the company has taken my monthly dues out. Any help in this matter would be appreciated.Thanks[redacted]

Regards,

Business

Response:

I have thoroughly looked into this for [redacted] and see that his credit card refund of $29 has been returned to his card on file on January 19, 2015. We hope this helps!

Review: I am a college student. When I first joined this health club I was told I would be able to put my membership on freeze at no monthly cost while I was away at school. Now the club is telling me I owe all this money while my membership is on freeze, and it is impossible to speak with anyone concerning this. All communication must go through their ridiculous email system, and while I wait for a response they add on more fees.

I paid my annual dues, and should not owe anything additional.

At this point I would like to know what I have to do to end this relationship forever!Desired Settlement: My balance due should be $0.

At this point I would like to know what I have to do to end this relationship forever!

Business

Response:

We have thoroughly looked into this for [redacted] I see that [redacted] has requested to freeze her membership with us until May. We only want our members happy, so at this time we have made the exception to cancel [redacted] membership and waive her balance of $118.89. We hope this helps, and when she is looking for a health club in the future she keeps WoW in mind!

Consumer

Response:

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

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

Regards,

Review: I followed the procedures outlined by wow in their cancellation agreement and sent a certified letter in November of 2012 to cancel my account. From November of 2012 until June of 2013 I was not charged. On 6/5/13 I was charged $37.45 which I was unaware of. From 6/5/13 until 10/13 there were again, no charges. On 10/3/13 I was charged $21.39. This money was unauthorized to be debited from my account as I was unaware my membership still existed as I had sent the appropriate forms via their required service. I contacted the business after the charge in October of 2013 was made apparent to me as my bank alerted me of fraudulent charges. I sent the business multiple requests for explanations of these charges and was never provided a response. I followed up in February of 2014 on the status of these unauthorized charges and assumed refund. The representative explained that the June charge was a "service fee" and the 10/3/13 charge was a courtesy to me in response to my email (although my email was sent after the charge occurred..). They are now requesting a copy of the certified letter I sent in November of 2012 which I no longer have as I assumed since I followed their cancellation procedures and after almost a year of no charges that my membership was cancelled. I simply am requesting that the business refund the $58.84 which was taken from me over the past year and that they provide me confirmation that any financial information of mine they may have been destroyed to prevent any future issues.Desired Settlement: I request a refund in the form of check be mailed to me: [redacted].

I request any and all financial information the business has of mine on record be destroyed and they provide me with confirmation of same.

Business

Response:

According to our records, a cancellation was not received for [redacted] membership. Due to this, her membership remained active. Our records show [redacted] membership was frozen at the rate of $0 per month from December 2012 — September 2013. However, taking [redacted] situation into consideration, we will issue a refund in the amount of $58.84 Annual Membership fee billed in June 2013 and her dues of $21.39 billed in October 2013. All refunds are issued in the form of check and may take up to 30 days for processing. [redacted] refund will be sent to the address she has provided. 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 experienced a medical issue which prevented me from continuing my 1 year personal training contract. In addition, I relocated out of state where there are no workout world facilities. I was charged a "prorated" percentage plus "expenses incurred" of the annual membership for early cancellation in the sum of $317.00. I made multiple attempts to contact the headquarters and owners to get resolution of this issue, which included multiple emails and a certified letter. I was never able to speak to a person on the phone and no one would call me back to discuss the issue. After several emails back and forth, they stopped responding to my emails, and I have not heard from them since.Desired Settlement: I would like to be reimbursed for the $317 that I was charged to cancel my membership as I had both a medical reason (note was provided by my doctor) and a relocation out of state.

Business

Response:

We have thoroughly looked into this for [redacted]. On April 16, 2015 [redacted] inquired about freezing her membership due to medical reasons, after we received her doctors note we did so accordingly, as of April 23, 2015. [redacted] was on a $0 personal training freeze and a $4.99 monthly medical freeze for her membership. I see that [redacted] was actively using and checking into the club throughout the months of April, May, June and July although her account was on a medical freeze. [redacted]'s last personal training session was for one hour on May 4, 2015 as well. We see that as of July 15, [redacted] completed 9 months of her 12 month contract when she asked to cancel regarding her recent move to a different state. When a member is still in term with their contract, we will charge 10% of their total contract value. On July 23, 2015 we charged [redacted] $317.04 to terminate her contract as she requested due to her move. There is no refund that is due for [redacted], we wish her and her husband well and hope they are adjusting well to their new town!

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I appreciate such a timely reply but must make a few corrections and clarifications. First, I put my personal training sessions in a freeze, to which I was charged $4.99 per month. I did not put my membership on freeze, as I was still able to go gentle cardio exercise during the time of my recovery. If my membership was frozen, I would not have been able to swipe my card and use the gym as I did during the months of May, June and July. Secondly, my ultimate goal was to be able to resume personal training once my doctor allowed me to, however, in the interim, we had to relocate. Since I could not use a work out world to continue my training in our new location, I wished to cancel both the personal training and general membership. I do not understand what the company has "lost" that necessitates the $317 charge, and furthermore, when I signed on for personal training, at NO Time, did anyone explain that the contract could not be ended without a significant penalty. Judging from the number of complaints (208 in 3 years)for similar issues on the Revdex.com website and a "d" rating, I am to assume that it is not policy inform customers of all the hidden penalties for early cancellation, even if for a completely ligitamate reason as in this case. Lastly, your unwillingness to provide a phone number for customer service to simply have a conversation with a person and not an email conversation, is quite telling of the number of complaints you have and how little you care about taking care of the customer.

Regards,

Business

Response:

We have revisited [redacted]'s complaint, and although she was not paying for her membership because she was on a freeze she was allowed access into the club. If [redacted] checks her bank statements, she will see that she was only charged $4.99 a month for her regular monthly membership that was on a medical freeze and was not being billed for personal training because that is always a $0 freeze. As previously stated, when a member is in term with a contract, and are forced to cancel due to moving they are responsible for 10% total value. [redacted] was billed accordingly, please know that our customer service has changed to better assist our members as well. When a member requests a phone call by emailing our support team, they will receive one within 1-2 business days.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: First off, the "freeze" situation mentioned in your last 2 responses is really of no relevance to my complaint. However you chose to freeze my membership was not my choice- I simply asked to freeze the personal training contract and continue my daily cardio exercise. My real complaint is twofold. First, your customer service is poor. It is nice that you have changed your policy regarding returning phone calls, but I would be interested to know when this took effect. I have a trail of emails from July 14 to 25, with 5 requests for a phone call back, to which I received none. Second, your business practice to not inform your customers of all the fees and penalties associated with early cancellation ( when they sign a contract)is just plain bad business and borderline deceitful. At this point, I do not see that there will be a resolution to this issue and therefore would suggest that a compromise be made. I am willing to accept a refund of 50 percent (158.50) to resolve this issue and drop my complaint. I think that this is the right thing to do in the name of good business practice for a customer who has been in good standing for over 6 years and who has recruited multiple colleagues to join the gym during the years my husband and I were members. I am hoping that we all learned a lesson and can prevent this from being an issue with another member in the future.

Regards,

Review: I signed up for a personal trainer at the local work out world in[redacted]. When offered a long term and expensive contract, I told them I simply can't afford to pay that much. They salesman,[redacted], then told me they also offer a smaller package deal of 6 sessions. After the six sessions I could then pay per session. After 7 sessions ( I paid for one additional sesion) I told them that I can't afford the service anymore so I was cancelling. A week later, [redacted] called to tell me that I need to pay for something like 7 more sessions. I told him that I only got 6 and paid for one more. He said the contract stipulated that I needed to buy the full 15 or 16 sessions. This information was absolutley never presented to me. I signed up for the 6 sessions and paid for one more.Desired Settlement: I wish to have this contract settled as I paid for all the services I received. I do not believe I should have to pay for additional sessions that I do not intend on using.

Business

Response:

We have thoroughly looked into this situation. Mr [redacted] membership was cancelled on March 31, 2014. This case was solved satisfactory.

Review: I signed up for personal training sessions with Work Out World in [redacted]. The contract was to start in April but I signed it in March. The 20th to be exact. I didn't realize it but there is a 3 day cancellation policy. However, no trainer contacted me. I contacted [redacted] the guy who signed me up on March 26th as the trainer ([redacted]) never contacted me. At 2:14 on March 26th, [redacted] contacts me. My parameters are I'm in at 5AM, however he wants to schedule me in the evenings. He finally shows up on March 31st at 6AM but he's with another client. I don't get him until 6:20AM. He told me he would write me a program. On April 7th, I send him a text asking where it is. Again, I get no response until I call [redacted] On April 22nd, [redacted] asks for my email and sends me a plan which at this point I have asked someone else to do one for me. I complained to WOW but all I get is that I have a contract. If I wanted to cancel, I had three days. I didn't get any service in those three days and I requested my money back. WOW refuses. I need Help!!!Desired Settlement: I would like the contract cancelled and the monies paid refunded. I would also like an apology as this has caused my blood pressure to go up. I am stressed about this as I am not wealthy and I don't think that I should pay for something I did not receive.

Business

Response:

We have thoroughly looked into this situation. This case is solved satisfactory.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have not heard from them and they continually take the monthly amount from my bank account. I have not stopped the automatic debit as my regular monthly dues are taken at the same time.

Regards,

Business

Response:

We have thoroughly looked into this situation. [redacted] signed himself up for Personal Training sessions on March 3, 2014. This is a 12 month contract agreement. We see that our Personal Trainers have reached out to him in April, June, July and October to schedule a session and also see when he would like to use his past sessions that he still has access to. [redacted] is also in a 12 month contract agreement for monthly dues of $23.97 per month which began in March of 2014 as well.Of course we want to make sure we do everything we can do for our members. If [redacted] would like to speak about his PT agreement over the phone I will be happy to have the Personal Training Director of WoW call him.We hope this helps! **

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I did speak with a WOW personal trainer, the one who signed me up. #1 I was never told that I had three days to cancel, #2 the sessions weren't to begin for 3 weeks so I couldn't cancel without having had a session and #3 as they took too much time to contact me I had someone else draw me up a training schedule which I am currently following.They are missing that the the terms state the cancellation policy to which they never engaged me within that time. I have the trainers' text to me, it's dated March 26th which is a couple of days after I contacted the trainer who signed me up. And, even then he couldn't see me until the following week.They are holding me hostage for a contract in which they reneged for not meeting the terms.This is very frustrating.

Regards,

Business

Response:

We have thoroughly looked into this situation. We believe we have done all that we can do for [redacted]. We have records of all of the times our Personal Training department has reached out to [redacted] to accommodate him. [redacted] is in a 12 month signed contract agreement. We hope that he allows us to further help in the best way possible so he can come in and enjoy the club!**