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Work Out World Reviews (182)

This is an issue I had with the Robbinsville location in NJ. I went to cancel my membership and they would not allow me to do so. When I called to renew my membership awhile back, I notified them I may be moving and would then have to cancel my membership and verified the policy was >30 miles away you can cancel at anytime. They contacted Future Fitness since it was a gym close to me, and made a deal with them that I would continue my membership with Work Out World but have the ability to use the Future Fitness Gym. Then, Future Fitness required I pay $250 for a one time paid fee to be a member at their gym at the same time. So here I am, I am still getting deductions from World Out World Monthly and I had to pay the giant fee to Future Fitness.
I recently tried to freeze my membership with Work Out World. They replied and said because I am due to cancel my membership in 12/2016 (Today's date is 11/2015) I am not allowed to freeze my membership. (Not to mention they still charge monthly even when you’re frozen).
Why did I have to pay the future Fitness Fee and how come no one has shown me any contracts as evidence as to why I had to do this in the first place? If I sued, I would win.

Review: This company continuously has billed me for services not rendered. They no longer have a copy of the contract that I signed and they refuse to refund me the money that they have unlawfully taken out of my account.Desired Settlement: I would like the money that has been deducted from my account refunded to me as soon as possible.

Business

Response:

We have thoroughly looked into this for [redacted]. We see that she was issued a credit of $87 for boot camp on 5/6/15. On 6/15/15 [redacted] disputed 4/1/15 dues and her [redacted] with her credit card company, which was a bill she was responsible for. On 6/23/15 we lost this charge back and added the bill back into her account along with a $25 charge back fee. The $25 charge back fee is what WoW is charged for each dispute a member places against us.

Review: A friend of mine and I have been members at the Work out World for about a year and half now. The only reason we signed up was the fact that we wanted a facility to play racquetball. In the last one and half years we have used the racquetball court regularly and never once used any other aspect of the club. When we signed up we were told we will be charged a membership fee at the fourth month of signing up(in addition to the monthly fee) and after that it will be charged annually. This past October beginning we were charged our annual membership fee. Few days later we saw a sign posted on the racquetball court wall saying they are changing the facility to include some services involving group classes and are hence permanently taking out the racquetball court in about a months time. Once that happens we have no reason to go to the club and have to look for alternatives for playing racquetball. So I approached customer service to end my service as well as appeal for a refund of the annual membership fee since if we had known previously we would have cancelled our membership earlier before we were charged the annual fee. This is a decision taken by the management without sufficient notice to serve their needs better. I am happy to continue the membership if they can leave the court alone. But that doesn't seem to be an option. The club has refused to refund the membership fee and have stated that its levied for the previous months. That doesn't seem fair either since the first levy was four months after we joined the club. I am left with no option by the club but to move on. I feel this is unfair since the membership fees were levied(auto renewed) when the terms (facilities of club have changed) have changed and I wasnt made aware. I request you to take up the case with the management and ensure fairness. The same goes for my friend [redacted] (residing at [redacted] - Old address [redacted].Desired Settlement: Refund of membership fee ( 49.99 + 7% sales tax)

Business

Response:

We have thoroughly looked into this situation. As previously stated to [redacted] we apologize for any frustration or inconvenience he has experienced during this club improvement regarding closing the racquetball courts. The conversion of the space into a semi-private group personal training area was done to offer additional coached training opportunities for members and clients. Semi-private training is one of the fastest growing trends in the fitness industry - and with good reason, it produces some very exciting results.Even though as a company, we’ve decided to privatize this new training area, now accessible only to semi-private training clients, we have also added some additional exercise space and equipment to the general exercise floor. We've done our best to add this new private training area to the club, while also enhancing the general exercise floor.We understand that there are aspects to this club enhancement that [redacted] may not agree with or be happy about, and we apologize about that. As a company we are constantly assessing the usage of space within the facilities in an effort to provide the best combination of equipment & programming that enables more members to get results. We hope he can appreciate where we are coming from on this.In ever member's contract we state ""WoW club facilities, equipment, and services may be added, changed, subject to additional cost, rescheduled, or discontinued in whole or in part from time to time, in the sole discretion of WoW".The $49.99 + 7% tax that was billed from [redacted] account is the Annual Membership Fee. In every contract it states it is charged after the first 4 months of sign up, and once a year after that. It states in everyone's contract that the Annual Membership fee is for the previous months you used at WoW. So [redacted] is in fact entitled to that payment.We hope that when [redacted] is looking for a health club in the future he keeps us in mind!CC

Consumer

Response:

Review: [redacted]I am rejecting this response because:The response talks about how its favourable to the club and how the club stands to benefit from the removal of racketball court. The cancellation of membership that I initiated was not because of my situation but instead because(1) The club changed itself to suit its needs / benefits which has adversely affected me.(2) The club failed to give me sufficient notice.(3) The club gave me no alternative other than part with my money and move on.The gist of the response is that semi-private classes are the "cool" thing and since WOW is doing the cool thing and in the process took away the racketball court. The least they can do is refund the membership fee.Regards,[redacted]

Review: WOW had a special to join by 4-20-15 for $20 a month. I am a single mother & work in ** and it was affordable for me with the price and free to come & go. I paid $20 & fees the day I joined. I was told the day I joined I had to schedule a meeting about how to use their machines the right way. It was hard to commit to a time due to my work/home schedule. Anyway, I made the appointment the following week, I met with Steve & I was late due to my job which is why I joined the $20 monthly come and go as I see fit. I sat in Steve's office with my mom and he talked and talked and never did he show me any machines at all. In the long drawn out meeting he talked about he & his wife's fit lifestyle & showed us a computer screen of personal trainer packages. I mentioned I could not afford a personal trainer & I already joined the $20 a month because that WAS affordable for me. He said he could do a trial thing 1x a wk for 1 month and see how it goes and if I couldn't do it, I don't have to go any further. He coerced me into this 1 month trial. I paid $192 for the month, after already paying the initial fees when I joined on 4-20-15. Out of the 4 times I made 2 and I was late for both. The first private trial training was on May 6th the second on May 13th. I called WOW on the 28th of May to make sure the next payment of $20 was all they were withdrawing from my account. I was told I had a 1 year contract for personal training which I never agreed to. I signed for the $20 and that was it, the trial was "A TRIAL" no commitment. I called asked for Steve, he no longer works there, I went online to call corporate and it gave me a # in Wall Twp. that said corporate, I called only to find out it was another WOW and there is no corporate office. I called my bank to close my account so this place wouldn't steel from me. I emailed WOW explained the situation, I need help, I've read many bad reviews on the same type situations. At this point I want no relationship with WOW at all.Desired Settlement: Cancel membership since they are con artists in my opinion. False advertising and communication is what they are doing to many people. They should have left me alone with my $20.00 a month affordable fee and nothing more. I have my contract of the $20 membership, I have no other papers at all unless of course they have papers under false obligations.

Business

Response:

We have thoroughly looked into this for [redacted]. We see that she enrolled in a personal training package on 5/1/15, this is a 12 month contract, $197 a month. Due to [redacted]'s personal situation we were trying to adjust the package for her and give her a lower rate. We offered to reduce her personal training package to $95 a month. We deemed this as fair considering [redacted] signed a contract with us. What we will do for her is cancel her PT contract immediately in hopes that this will relieve any stress she's currently under. Please know that [redacted] is responsible for her past due balance of $223.40, and must be paid to avoid going to collections in the future.

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: On WOW's website it states the following

"Taking A Little Time Off

If you just need a little time off, instead of having to rejoin in the future, you can simply put your membership on hold for as long as you need for only $9.99 / month (and students for only $4.99 / month) – just send a quick email to [redacted] and you can take as much time off as you need."

During the summer I took multiple courses at my local college because of this I sent the following email to [redacted] on 6/6/13

"I am a VIP member who signed up at the East Brunswick location. I would like to put my card on student hold ($4.99) as I am taking classes over the summer and do not have time to utilize WOW's facilities.

Thanks [redacted]"

I have since recieved multiple charges including a $30 monthly Charge July and August. I have also written 3 times in the WOW complaint box online and have recieved no response even though it says a response will be issues in 24 hoursDesired Settlement: I would like a full refund on the $75 that was overcharged over the past 3 months.

Business

Response:

We have looked into Mr [redacted] situation and according to our records, this has been resolved as 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 sent a cancelation letter to the company the way they said they would receive it, I had to send it as a certified letter, which cost me over $10. I have been trying to call or find a customer service line for hours with no luck, I received notification that they have received the letter, when I went to check my bank account they have charged me $74.86. whatever this charge is for, was without my consent or knowledge, sadly I have found out that this company is a shame and I am not the only one who this has happened to, I want my money backDesired Settlement: all I want is my money back and nothing more to do with the company

Business

Response:

Mr. [redacted] agreement requires a 30-day cancellation period in which he has full club access and is responsible for payment of his dues. On 11/1/2013 Mr. [redacted] was billed in the amount of $74.86. This charge includes his November dues of $21.37 and his Annual Membership Fee of $53.49. Mr. [redacted] membership has been cancelled in accordance with his agreement with us. Mr. [redacted] membership is set to be cancelled as of 11/30/2013. At this time, we are happy to give Mr. [redacted] 2 free months of membership due to his confusion. We hope this helps him out and if he is looking for a health club again in the future that he 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,

J[redacted]

Review: This company has failed to cancel membership on two occasions. Continued to bill my account and then send me notifications I have been sent to collections. I have sent them proof of my account being billed monthly however their customer service must not be real people. The only option to contact customer service is online through email and it does not help. I have not gone to this establishment for over 8 months and they refuse to acknowledge .Desired Settlement: They need a change in their business practice for customer service. as well as I would like to be refunded my money and have my account rectified.

Business

Response:

According to our records, we have been in contact with [redacted] in regards to her situation, explaining to her that she may submit a valid proof of move and we will be glad to see what we can do for her. Our records do not indicate a cancellation has been received for [redacted] membership account, thus her account remained active. If [redacted] does have record of her cancellation she submitted or a valid proof of move, we will be happy to honor them and cancel her membership accordingly.

Review: I have been a member of WoW for over two years and to date have not changed my banking information. In the last several months I have been receiving notices for the billing offices (third party vendor) of WoW ([redacted] and they have been stating that they have been unable to charge my checking account for my monthly charges, on top of that they have been charged late fees. I contacted my bank to see if there was an issue and my bank confirmed that at no time has Twin Oaks attempted an ACH withdrawal from my account in the last 5 months. I contacted WoW and they advised me to take it up with [redacted] when speaking with [redacted] they advised me to take it up with WoW directly. Either way, WoW who wrote the contract has been unwilling to clear up the matter and I feel that these business practices are reckless and do not protect consumers interest and also suggests that they rip off consumers. I cancelled my membership and I am still receiving a bill.Desired Settlement: The outstanding charges need to be cleared as I cancelled my membership since July due to billing issues.

Business

Response:

This complaint that [redacted] has filled-out was received at our corporate office, located in Wall NJ. Please know, this office is specific to WoW Work Out World locations in NJ only. According to our records, [redacted] is not a current member of one of the locations that we own & operate. To access the contact information for all other WOW! Work Out World locations, please go to: http://www.wowhealthclubs.com

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I was advised by [redacted] Software Management (the billing company for the [redacted] location) to submit my cancellation request to the ** address. I have certified mail confirmation that they rec'd my cancellatiion letter and if that was not the correct location to send it to, why did I not receive a response with follow up information?

There are no "corporate" locations in [redacted] but rather franchises. So whom do I contact regarding this? This just only leads me to safely assume that WoW is passing the buck and choosing not to resolve the matter regardless of where they are located.

This is unacceptable.

Regards,

Business

Response:

As mentioned, [redacted] is not a member of any facility we own or operate. [redacted] must contact the facility in which she is a member of regarding any questions or concerns for her specific account. To access the contact information for all other WOW! Work Out World locations, please go to: http://www.wowhealthclubs.com

Review: I went into the [redacted] location in the beginning of May to cancel my membership. I was brought to a computer, told to type in my information, press submit, and my membership would be cancelled within two weeks. My membership tag was also taken away from me in the process and I never received a conformation, only that my cancellation request would take two weeks. I was still getting charged by Work Out World in August, so I had my bank block withdrawal from my account. Now, five months later, I am still receiving calls regarding an outstanding balance on my WOW account. When I called Work Out World a week ago regarding this, I was told there was no record of my cancellation, so the manager [redacted] was going to "email the back office to get this straightened out." Well, the "back office" said they would be canceling my membership effective immediately, not be refunding me the money, and I would have to pay. So now because of the gym's error, I am expected to pay a balance on a membership I was told was cancelled. My bank has already refunded me my money when I requested WOW be blocked from charging my account. I am not looking for money, but I am looking for the balance of $223.60 to be removed from my account due to WOW's error. I also do not want this to affect my credit score, so I want the gym to remove my outstanding balance. When I received an email back regarding this complaint to WOW, they told me there was no record of cancellation and I would still be responsible for the money on my account.

I am also dissatisfied with Work Out World's lack of costumer service in important issues such as this one. There is no live person or number to call, only an online ticket system that is not help at all.Desired Settlement: I want the balance of $230.66 to be removed from my Work Out World account. I do not want this affecting my credit score in the future.

Business

Response:

We have thoroughly looked into this case. We have no history of [redacted] canceling or inquiring about cancelling. All memberships are continual until a cancellation has been submitted. The first time we heard from [redacted] stating her concerns and frustration was on October 15, 2014. Her membership is now set to be terminated as of October 31. [redacted] has not been set to collections for her balance of $230.66.We are for our members in any situation. We would be more than happy to help [redacted], she can email me directly at [redacted] so we can come to a happy resolution on both ends.We hope this helps!**

Consumer

Response:

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

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

Regards,

Review: I had a contract with Work Out World's North Brunswick facility, which I attempted to cancel in December of 2012. When I spoke to one of the representatives at the North Brunswick location, I was told to e-mail the customer support center, which I did...along with filing a request online. I received an e-mail saying that a "ticket number" was opened for my request, but never received any communication after that. I was charged a $72 renewal fee in January of 2013. The only communication I received after that was a robotic call asking me for "a balance that I owed." Later in the year, I received a letter from [redacted] and [redacted] law firm attempting to collect $200+ dollars (the reason for which I am unaware).Desired Settlement: I am still getting calls from this law firm and I want it to stop because I should not be charged any additional money. I also want the $72 renewal fee refunded ASAP because I attempted to cancel my gym membership. I also tried to call their corporate office but nobody would answer my call or attempt to help me resolve this issue. There does not appear to be any human employee that I can communicate with. Please help me. I have an e-mail that proves that I filed a ticket request. The ticket number is #[redacted], if that information helps.

Thank you!!!

Business

Response:

As stated in Mr. [redacted]'s membership agreement, all memberships are continual until a written cancellation request is received. Because we did not receive a cancellation request, his account remained active and he was responsible for payment of his dues. However at this time, taking Mr. [redacted]'s situation into consideration, we will make an exception for him to waive the balance on his membership account and remove his membership from collections. We hope this helps him out and if he is looking for a health club again in the future that he keeps us in mind!

Sent on: 4/10/2014 4:08:30 PM

Consumer

Response:

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,

[redacted]s

Review: I signed up for ONLY a 4 month personal training contract (extra from an annual contract) which ended on Feb 3, 2014 with my last payment. I come to find that an additional payment of $348.19 was withdrawn from my checking acct on 3/3/14. I only receivied a copy of my contract 2 weeks ago, that was sitting in the desk draw of the gym and I was never told that I had to cancel this contract in writing - hence that is why I ONLY wanted a 4 month customized contract... I did not authorize WOW to withdraw $348.19 from my visa/debit card on 3/3/14 and want this money credited to my acct. However, after several emails with the cooperate office, they told me NO refund will be given to me., Infact, I have left several messages over the past 3 days for two Managers [redacted] and General Mgr [redacted] to return my calls and they have not. I was in the gym on wednesday and spoke with my trainer, who advised me that only 4 additional sessions have been added which is also ridiculous - because the sessions are only 1/2 hr each which is approx 89.00 per 1/2 hr.. With the contract I sign up for initially (4 months) was 6 sessions per month. I have also asked for the name of the owner of the gym, and noone would provide it to me... thank youDesired Settlement: full refund for the last month

Business

Response:

Our records indicate this situation has been solved as satisfactory. [redacted] refund check in the amount of $300.00 has been printed and sent to her home club. Her check is available for pick up at the [redacted] facility at this time

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 am filing on behalf of [redacted], a [redacted] NJ WOW member, and who also happens to be mentally disabled and is unable to read. About April 2014, WOW staff began to pressure her to sign up for personal training, bringing her in to their office and trying to get her to sign up. I intervened and stopped her from signing up. [redacted] works part time at a coffee shop and has no form of transportation beyond friends. She could not have afforded the $1200/yr plan or fulfilled the timing requirements of a personal training contract. Robbinsville personal training manager, Jeff Z[redacted], then agreed to a scaled down plan with allowances for the limitations that she has due to her mental disability. Steve permitted her to allow the training sessions to accrue and to be used at any time due to her not having any reliable means of transportation. This plan was ~$600 over 12 months for one 30 minute session each month. [redacted] agreed to this, and I was present for the discussion of the terms with Jeff Z[redacted]. At this time of the filing of this complaint, [redacted] has 8 unused personal training sessions which she has paid WOW for. WOW Robbinsville has undergone a management change recently. The new manager, Steve G[redacted], has stated that her 8 unused training sessions are void and that there will be no refund. Steve has stated that the fine print on the back of her personal training contract states sessions become void is not used within 60 days. Steve indicated by the phone that he saw that the previous manager had reinstated her sessions many times. Steve has indicated that he is under no obligation to maintain the agreement from previous management, and that her mental disability has no bearing. When Steve G[redacted]’s action are combined with Jeff Z[redacted]’s: WOW staff have preyed on a vulnerable adult member, provided fraudulent assurances, had her sign an agreement which she is unable to read and was explained differently, and now have cheated her out of ~$400.Desired Settlement: We are requesting WOW to reinstate [redacted] personal training sessions which manager Jeff Z[redacted] approved but new manager Steve G[redacted] voided, and for WOW to fulfill the 8 remaining 30 minute training sessions that WOW has already charged [redacted] for, An alternate solution is for WOW to reimburse [redacted] ~$400 for the unused training sessions which they charged her for but are unwilling to fulfill. [redacted] contact info is: [redacted]

Business

Response:

At this time, all expired training sessions on [redacted] WoW membership account have been reissued. [redacted] currently has 9, 1/2 hour personal training sessions available to be scheduled. [redacted] may contact her local WoW at [redacted], or she may stop by to schedule these sessions at her convenience.We hope these training sessions will help [redacted]r continue living a healthy lifestyle. [redacted] and/or [redacted] may speak to the Personal Training Department if they have any questions regarding a future training package. We hope this helps!

Review: I have been contacting WOW since May 2015. I was about to relocate to another state and wanted to cancel a contract based off of that. They MANY different people that I spoke to told me different things. Ultimately I had to submit a request online and wait. This was told to me in August. I have been trying to attempt this online with no positive results and have not been able to speak to ANYONE. When you call, the automation takes you all the way to customer service, to only tell you that request must be submitted online. Calling the actual Edison location is also no help and no one knows how to do it.

I have not paid them in 3 months and I feel that I shouldnt have to after being in [redacted] for 5 months and them deducted 2 months worth.

Also, my "contract" is up in June and I DO NOT want to renew as there are NO WOW gyms in [redacted]. But I can not seem to get a hold of ANYONE in order to cancel. Again trying to reach someone since November on this one.

Please help.

Thanks!Desired Settlement: Zero out balanced owed and DO NOT RENEW membership.

Business

Response:

We have thoroughly investigated this inquiry for [redacted] Our records indicate we were not in receipt of a request to cancel [redacted] account with us, prior to this complaint received from the Revdex.com. On 12/13/2013 [redacted] enrolled online in a VIP membership, with a 24 month initial term. As stated in [redacted] membership agreement, she may cancel her 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. However, because [redacted] was relocating, there are were options available to her.If we were in receipt of a valid Proof of Move, we would do a search to see if we have an affiliate gym within 25 miles of her new residence. If we did have an affiliate, her current membership plan with WoW would stay in effect and she would be able to use the affiliate gym for the remaining months of her contract. If we did not have an affiliate, she would have simply be billed only 10% of her total contract price, and we would then be have cancelled her contract immediately. Our valid “proof of moves” are non-online bank statements, credit card statements, utility bills, or a current driver's license issued within the last 3 months. [redacted] may submit proof of a prior cancellation request along with a valid Proof of Move. As no cancellation request was received, [redacted] account was to remain active and she is responsible for the remaining balance of $133.40. We have made several attempts to contact [redacted] regarding the balance on her account with us with no response. Attached, please find her online agreement dated 12/13/2013.

Review: As a longtime member in good standing, I was shocked at the following circumstances. During the month of August 2015 my credit card, which was being utilized by WOW! Fitness in [redacted] for automatic billing, was shut down due to fraudulent charges on the account; the club was informed of the situation as soon as it became apparent. As soon as the new card became available and activated, later in August 2015, I physically handed the card to a middle management rep. at the club and watched him input the card into the system to update the billing information; he informed me everything was taken care of.

The billing did not process correctly for the month of September 2015 and I received a letter to that effect from [redacted], the billing company utilized by WOW! Fitness. I contacted the billing company and informed them of the situation, they agreed to waive the service fee assessed for the late payment in September 2015. They also confirmed they still had the deactivated credit card number on file. I went to the WOW! Fitness facility and spoke with middle management again about the situation. I paid the membership fee for September 2015 in full with no dispute and again provided the new credit card. I again watched the middle management rep. input the card into their system for update; again, I was assured the information would be transmitted and the situation would be rectified.

Billing for October 2015 did not process correctly and I received another letter from the billing company. I contacted the billing company directly again and they agreed to waive the service fee for the late payment; I also took it upon myself to provide the correct credit card information directly to the billing company, who confirmed they still had the inaccurate information on file and did not receive any update from WOW! Fitness.

Since WOW! Fitness has displayed a continued lack of ability to accurately complete a billing information update, the responsibility for ensuring the accurate completion of this task fell to me. As the customer, I should be completely removed from the billing process other than providing accurate credit card information in a timely manor, which was done to the best of my abilities considering the situation. Since it was necessary for me to become so intimately involved in this process to ensure its completion, I feel I should be compensated for my efforts as I basically did WOW! Fitness' job for them. I have made multiple attempts via phone and in person to get in contact with upper management however I have been met with an utterly dismissive attitude at the middle management level. Upper management seems to utterly refuse any semblance of customer service as they have yet to respond to my numerous attempts at contact.Desired Settlement: I believe the depth to which I became involved in this process and the effort I had to go to in order to ensure the accurate completion of this billing information update requires compensation. After all, they bill for the use of their equipment so I will follow suit and bill for the use of my time. I would like WOW! Fitness [redacted] to freeze my account for the month of January 2016 OR February 2016 while continuing to allow me access to the facility; I believe this, a value of a petty $10.64, is more than fair compensation for my hours spent rectifying the situation. After that is agreed to in writing, I will gladly pay the outstanding bill for the month of October 2015 with no further protest.

Business

Response:

To whom it may concern:

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

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

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