World Health North Reviews (%countItem)
World Health North Rating
Address: 13543 St Albert Trail, Edmonton, Alberta, Canada, T5L 5E7
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This gym is still changing customers fees, even though they are not providing services.
They have said to contact them through email and they will "freeze" your account. I have tried this and have waited over a week with no response and they have charged me twice for fees.
Other gyms have stopped payments for their customers and have credited them for payments they had paid when they shut down.
This is absolutely unfair and this gym is taking money from those who can't even pay this and then ignoring their emails.
Please can you help?!
Dear ***,We’re sorry you’ve had difficulty in reaching us. As you can
imagine, our office and staff are exceptionally busy as we try and reach out to
all of our members to let them know how they are still able to use the numerous
fitness services that are still available to them as part of their membership. For
those members just wishing to put them membership on freeze and receive a refund
for their charges since the clubs have physically closed, we can do that for
you as well. I see that you have already spoken to *** today and he had
indicated we had been trying to previously contact you, and I see that at your request
he’s put through your desire to have the freeze and refund options on your account,
which we’re happy to do for you.Should you decide you wished to unfreeze in the future
before the clubs reopen to continue your fitness journey digitally, your member
can still include a number of different options available to you so you can
still live a healthy and active lifestyle. We even have more advanced daily and
weekly connect upgrade options that many members are enjoying from home as well
to maintain their fitness goals. You can reach out to your clubs *** for more information anytime.Best Regards
Hello,
I stopped at GYMVMT gym in February 2020 to provide a notice that I would be out of country for couple of months, leaving on March 5th, 2020. My airline tickets were available to present. The club manager assured me that my membership supposed to be on hold from March 5, 2020 to May 5, 2020 with no fee had to be charged.
However, regular bi-weekly fee was withdrawn from my bank account on March 13th, 2020 by GYMVMT . I emailed the inquiry to GYMVMT on March 18, 2020. They have not responded.
Since March 17th, 2020 the gym is closed due to outbreak of COVID-19, which means no services can be provided. However they continue charging bi-weekly membership. The last withdrawal from my account occurred on March 26th, 2020.
Business does not disclose their phone number. For the contact they provide email address, which appears to be dead. Nobody responds the inquiries, but the money continue to be taken from the customers for non-existing services.
Dear ***,Thank you for bringing your concerns to our attention. It appears
that we hadn’t credited your account properly resulting in those billings. Sorry
about that, we’ll fix that right away. We will be having someone from the
office reach out to you to coordinate getting you your refund and then provide
you some different options regarding your membership. If there is a best date
or time to contact you between Monday and Friday from 8am-5pm just let us know
and we can schedule a call to you at that time.Best Regards,Justin DDirector, Member Services International Fitness Holdings Head Office
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is somewhat satisfactory to me. the gym contacted me and promised refund, however with the strange timeline - 14 days to appear on my credit card. They explain this delay with COVID -19 affect to banking system, but it's hard to believe because other credits show up within 2-3 business days despite of COVID.
Also they gym advised they are unable to cancel my membership despite of my request, they can only freeze my account for the time being, which I had to accept.
I would like to see if they actually refund before closing the complaint.
Sincerely
In August of this year, I purchased a full-service gym membership with personal training sessions - at a cost of over $2,500.00. In early November, this gym sent a group email to their members stating that this gym would no longer offer personal training, nor steam room service - commencing end of November. I asked for a prorated refund for what services I had not yet used - this was denied. Instead, I was advised I had to attend a far less convenient gym. This is not acceptable. I had made a choice when I purchased this membership & services and I would have chosen entirely differently had they advised that they were scaling back their offerings so significantly.
Dear ***,
We’re sorry to hear that you’ve had a disappointing experience. We understand the changes being made do not meet your expectations, so as a result we have reached out to you by email recently as a courtesy to offer you an accommodation with your membership and training which we believe you will find satisfactory. Please review and respond to that email with the information necessary for us to proceed with our offer to you.
Best Regards,
*** Director, Member Services *** Head Office
My partner and I had a membership to the World Health in Sherwood Park. They closed down. We waited a month to see what would happen, if maybe they would open up again. They didn’t. We came to this location and asked to cancel our membership as we didn’t want to drive into Edmonton when there are closer gyms available to us. We sat with an employee and filled the form out and they said everything was good to go. Just recently we realized that for the past year they have still been taking out our membership fee every month. When I phoned the head office I was told I was to bring in the cancellation form for proof that we cancelled. Apparently it is not in their computer system that we cancelled. But we did. I can’t find the cancellation form we signed because it’s been well over a year ago *** But I feel like they should have *somerecord of our cancellation in this day and age of computers. I shouldn’t have to rely on a piece of paper they gave me more than a year ago.
I have review members account and do not see any indication of a cancellation occurring. Our Sherwood park location was closed at the time the cancellation is being claimed to have been filled out. If another location was visited, we do have technology in place, including cancellation steps to ensure cancellations are not missed. These include the following:
1. Check-in recording in our member management system
2. Review of account for eligibility
3. Cancellation form filled out, with the carbon copy going to the member
4. Account noted in member management system
5. Cancellation form uploaded to members account
6. Cancellation record documented on a daily business summary
After review, I do not see any of these occurring on the members account, therefore there would be no eligibility for a refund.
With the above said, we would love to work with the members on a solution to get them back into the facility and offer them complementary time to do so.
They can reach out to me directly to discuss:
On May 2018, I renewed my membership with World Health gym, 2 weeks after that they fired my trainer, I wasn't aware of that until the day I went to have a session with her. I haven't been contact to be informed about it, and didn't have to option to leave. I asked to talk to the manager and the manager was insisting that she texted me to let me know, I never received any text from her., nor an email. Then she realized that she didn't enter the right phone number, she had access to my file, she could double check to make sure she had the right one. I requested to have my money back and cancel my purchase, she offered instead to find my another trainer. I didn't want another trainer, I wanted to end my membership with them. I kept paying for a membership and training sessions I didn't use. Plus in January, they tell me that there was a extra $400 I have to pay, it was overdue 2 years ago. I already play them over $1300, and they added those $400 due to "error mistake", I am really disappointed with the way they treat their clients, I've been with them for 3 years and they don't show any understanding nor respect.
In May 2018, F did renew her personal training with her current training. The package purchased was 24 personal training sessions, for a value of $2040.00. As per the terms and conditions Agreements are non-cancellable and non-refundable until the obligation is met. Of the 24 sessions purchased, 12 remain from the original package, along with 4 group sessions from a session conversion done in the end of May. The last session trained with the trainer was completed on July 5th – Shortly after, unfortunately the trainer was no longer with World Health (not two weeks as per the customers statement). A text was sent to all clients, and as mentioned in the customer’s statement, this text was sent to the incorrect number due to an error inputting the number. The following week, a meeting was scheduled, an apology was given for sending the notification to the wrong number, and options were discussed to integrate F with a new trainer (at the same level) these options would have included complementary sessions to help with the transition. At the time, the customer did not want to hear any of the solutions or options World Health was willing to provide.
In August, a freeze was placed on the members account, as per the member and documentation signed, reducing the dues to $7.35. Regular billings resumed on January 18, 2019. Shortly after (March 15) Declines starting occurring as “denied by customers bank”.
There was an manual error made on the previous, not the newest purchased personal training agreement, and once discovered, we did reach out to the member and immediately rectified the situation, new paperwork was filled out and signed by the customer on January 10, 2019.
We are more than willing to work with the customer on a solution, which will result in finding a new trainer that suits her needs. Currently, what is owing on the account is more than what has been used per agreement. The customer is welcome to reach out to me directly, at the information below, to discuss options going forward.
***
BREA T
Director of Member Services
Complaint: ***
I am rejecting this response because: For the error as they call it, I was the one reaching out about it and all I got from that was " we did an error but you need to pay it", if I didn't make further research on why I can't freeze my account they wouldn't have tell me that their were a outstanding balance.And for the conversation about having a new trainer, I have a witness with me that can testify what the conversation was about. Yes I wasn't willing to have a new trainer because I have been with the same one for 3 years, and I was upset to learn she got fired the day I showed up to train with my personal trainer.All I want is for World health to stop requesting payment from me, I requested to my bank to stop pay them because I don't use the service and I have paid until as they can confirm March then I stopped. ***
Sincerely,
F
Signed up for a membership for only the Jasper Ave location on Feb 6. This included a one time fee. Then last week World Health decided to shut down the location, so I have to cancel my membership. I requested a refund of the one time application fee, but NOT the weekly fees I was paying, as it was their choice to shut down the facility, and they should have told me that before taking my money.
On February 6, 2018 *** purchased a Single Club Jasper Ave month to month membership. At the time of sale, the registration fee was paid. This fee is the same fee should a multi club access membership had been purchased. The fee is charged on a month to month membership to give members the flexibility to cancel with 30 days’ notice, unlike an obligated 1 or 2 year membership where members commit to a term and are unable to cancel with just 30 days’ notice.
Unfortunately on May 14, 2018 – World Health Edmonton announced that it will be closing the doors of its Jasper Avenue club ***.
***
The Jasper Avenue club closed on Thursday, May 17, 2018. All Jasper Ave members were given city wide access to all World Health facilities. Also, given the inconvenience, as a gesture of goodwill were guaranteed no increase to all dues for two years. Additionally, to make the first steps to a new club a little easier, we added a complementary Personal Training session to all accounts.
As per the membership agreement signed, *** agreed to pay the non-refundable fee. Stated on the terms and conditions:
“If for any reason WH permanently closes the WH facility, it shall transfer this Agreement to one of its other WH facilities, provided the new WH facility is not more than 16 kilometers from the closed WH facility”
In this case, WH City Centre facility which is 850 meters away was open to all Jasper Ave members along with all the 6 other World Health Edmonton locations.
When *** contacted us on May 14th, 2018. He was given all of the above options. A refund will not be issued for the non-refundable registration fee.
Should *** wish to discuss further, he is welcome to reach out to me directly.
BREA T
Director of Member Services
E. ***
O.
Complaint: ***
I am rejecting this response because I signed up for a single location membership. It is completely irrelevant that after World Health closed that location that they offered access to other locations - those do not work for me. In addition, the reason for World Health closing the facility is completely irrelevant.
Sincerely
I spoke with a manager attempting to resolve a issue of dues I felt, and still believe, are not owed. As I tried to get in contact, (for the fouth time) with the location to resolve what should of taken one trip, they showed no understanding of how to properly care for their patrons. Our last conversation ended when after twenty minutes on the phone I heard LAUGHING on their end of the line. This display of unprofessionalism should convince enough that this location shouldnt be trusted. I was a huge fan of world health, and they lost a customer.
I got a membership with World Health. One of the instructors in the gym became a really good friend and she offered me 2 months free of charge from World Heath, she could do this because she was part of the staff. So my last 2 months *** I didn´t need to pay for the membership*** I talked to the person at the front desk at the gym that I was leaving and how could I cancel the membership. She said it was all good, that she would take care of it. I believed her and left. Unfortunately the proof I have is only verbal. In August 2015 I started receiving emails from World Health saying that my membership was past due. I thought these emails really strange because It had already passed 8 months ***. I asked my friend, that was one of the instructors at the gym, to ask the gym about these past dues and the person at the front desk said it was all good, that I didn´t have any past dues. So, I didn´t mind the emails and I didn´t check my bank account either to make sure I was not getting charged with anything. *** Finally, the World Health was charging me, and every time they tried to charge from my account, there was no money. I discovered about that when another friend of mine *** received a call from ***, but they didn´t explain anything to him. They gave to him a phone number that I tried many times to reach and I always received an out of service message. So, I decided to contact my bank (***), they explained to me it was a charge coming from World Health and they could not do anything for me, so the debt went to collections. I called the World Health, I explained I cancelled my membership in December 2014, they didn´t listen to me, they said they tried to contact me many times, by email, letter and phone. I said *** I asked the instructor at the gym to ask the lady in the front desk and she said I was not with a pending membership. But the person that I was talking to on the phone just didn´t listen to me, she didn´t want to understand. *** I was willing to solve this problem in person. I opened a new account at ***, I explained to them all the situation and the woman gave me a phone number from *** to understand the whole situation. I *** didn´t have the chance to call, I have been busy with work and setting everything up at work. But now, in February 2018 I received a letter (in my new address) from *** and they are charging me $1,094,81. I finally called them, they made an offer of $850.
On July 16, 2013 Member purchased a Fitness Club Month to Month membership, biweekly dues to start on July 26th, 2013. The membership purchased bills on a biweekly basis until cancelled in accordance to with the agreement (After the expiration of the agreed number of month dues (2) the MEMBER may terminate this Agreement by, (i) completing a cancellation form 30 days prior to their next billing date, within any WH facility)
On October 22, 2014, a staff secondary promo membership was processed. World Health employees at this time, received the benefit of providing a family member or friend a complementary membership while employed by World Health. This “free” membership does not supersede any existing terms and conditions of a previous membership. The promotional membership was terminated based on the employee no longer being staff. At this time, the month to month membership held was reactivated and to this date World Health has not receive any notification to cancel. This was done on July 31st, 2015.
Many attempts were made to contact member regarding the past due including phone calls, emails and a written letter. On March 30, 2016, the member was sent to the A1 third party collection office. No further payments were attempted after this time.
World Health will be more than willing to work with the member on the balance considering her *** contact information being noted as invalid.
We have NO association with ***. I would be more than happy to discuss account options and clarify the balance we hold versus the balance quoted in the complaint.
Member can contact me directly at the below contact information to resolve the matter.
BREA T
Director of Member Services