WOW! Work Out World

Mr*** *** signed a contract with us as
follows:
'I understand this Agreement cannot be cancelled for a minimum of payments, except as specifically provided for in this AgreementAfter that time, I understand this Agreement becomes a monthly contract cancellable upon my written request by certified mail received days prior to my next billing date. Verbal or telephone cancellations are not valid. In no case shall monthly payments be retroactively refunded.
All cancellations should be addressed to WOW! Fitness, *** *** *** ***, CT***This paragraph is also explained to new members who have to initial it in addition to signing their contractOur people are clearly instructed on our Cancellation policyWhen a member sends in a Certified Letter to Cancel as contracted, they get a receipt with their signature and we have to sign for it acknowledging acceptance avoiding any future billing problems like this oneWe have no record of any Certified Letter from Mr***The following is an exchange between Mr*** and myself on 10/on our membership available e-mail instructing him how to cancel his membership appropriately Message: Hi, just mailed my letter to cancelI wanted to know how I cancel my payments because it seems you can't do it at the gymAdditionally, can I hand deliver my letter or is that not possible?
George K***
Oct to Michael
If you have completed your contract year, You may cancel your membership by sending a certified letter to the gym location in which you initially joined stating your intent to cancelPlease include your name, address and phone number to verify your account with our recordsYou are responsible for the dues in the month in which you cancel plus the following month, during which you may use all services included in your membershipThe response to Mr*** from our people is standard and that is to send in a Certified Letter to the WOW he joined at and as usual, terminating members do not want to respond to their contractual agreement despite the fact that it is protection for the member and WOW because a Certified Letter must be signed by bothMr***'s Membership is still active until he sends in a Certified Letter requesting termination according to his contractual commitmentThank you,
George K***, COO of WOW

That are out of business!

Revdex.com:I joined wow fitness on *** *** in *** ***, ctThat location was not in the system so I had to add it inAnd it said it accepted my info I submittedThanks,
*** ***

Every member of WOW is responsible contractually for all dues in the month in which they cancel and the following month due to the days of processing
The Enhancement Fee is a contractual dues obligation and is an appropriate charge to ***
***
Thank you,
George K***
COO of WOW Fitness

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
My $has been refundedIt is sad to me that after visits to the WOW gym, more than phone calls and bringing the certified letter showing the gym cancellation that those other methods were not satisfactory to obtain the required refundI even had the phone number for the accountant who handles this type of account and left messages which were never returnedThank you for mediating on this accountI'm glad to be done with WOW gym and will NEVER seek a membership with them again under any circumstances
Sincerely,
*** ***

To whom it may concern:
Our response to *** consists of messages that follow:
The first is a message recently sent to me on our member e-mail from *** and the second is my response to ***Thank
you,
George
George,
After going though my documents there must have been some confusion on which (WoW organization) I got the cancellation policy fromI had referenced (http://www.workoutworld.com/) not (http://wowfitness.org/) which is why you never received it (tracking info: ***)I will send out another certified letter shorty following your policy*** ***
***
Because we never received a Certified Letter, your account is still active and in the control of our Collection CompanyWe will look for your Certified Letter and in the meantime you can contact our Collection CompanyWe are also responding to your Revdex.com complaint with the same informationThank you,
George
--

The flyers (signs) referred to are simply a reminder for our members to update us if they receive a new debit/credit card with a chip in it if they hadn't already.
The flyers (signs) are for the convenience of our members and have no bearing on our members' signed, contractual
agreement/commitment that it takes days processing for a card change to take effect.Thank you,
George K***
COO of WOW Fitness

Mr *** signed a contract with us as follows:
255, 255);">
'I understand this Agreement cannot be cancelled for a minimum of payments, except as specifically provided for in this AgreementAfter that time, I understand this Agreement becomes a monthly contract cancellable upon my written request by certified mail received days prior to my next billing date.
Verbal or telephone cancellations are not valid. In no case shall monthly payments be retroactively refunded.
All cancellations should be addressed to WOW! Fitness, *** *** *** *** *** ***
This paragraph is also explained to new members who have to initial it in addition to signing their contractMr *** had to send in a certified letter as agreed in his contract which would have been effective days after we signed for itWe insist on the certified letter because we both have to sign for it and the member has a receipt avoiding any future billing problemsWe have no Certified Letter and we asked Mr *** to send or bring in his receipt which he had to sign for and he has not done that.
All he has to do is bring in or send in his receipt and we will respond to his requestThank you,
*** ***, COO of WOW

Complaint: ***
First and foremost
George was never sent a "threat" is lack of professionalism and
fabrications of what my conversation with his GM of the Cromwell location
(Chris) is a clear disregard for the responsibility he holds in holding his
subordinates accountable for their mistakesI was told to email him and inform
him of the conversation Chris and myself had and the admittance of the mistake
that was made on behalf of facility.
Furthermore, I researched other complaints of this nature documented by
the Revdex.com of the exact same complaint and found that George did in fact come to
the same resolution with a previous client that I am requestingI sent a
picture of the resolution from the Revdex.com website referencing the complaint to
George to which he never respondedThe only reason I have a balance on my
account is because of the facilities lack of organization and training with its
lower level employees. I have not
frequented the facility from the day that "supposedly" cancelled my
membershipIf I was the sole complaint of this nature I would be able to understand
why George would hide behind his stipulations, but I'm not and to allow someone
with the same complaint to be awarded the same resolution I am requesting but
not afford me the opportunity is borderline discrimination
Sincerely,
*** ***

We already respondedWe cannot be responsible for a member's card and bank timing issuesOur policy is clear that it takes days to become effective and that applies to everyoneThe only exception for waiving a fee agreed to with our billing company is proof of fraud from a member's financial institutionThank you,
George

This is the kind of problem that our requirement of Certified Letters to terminate memberships was implemented to avoidWe told ** ** to bring in his Certified Letter Receipt when we could find no record of the letter and he has not done thatWe do not refund money without proof of termination as
required on the Contract that was signed by ** *** If he brings in his receipt, we will accommodate his request
Thank you,
***

My referring to *** as a woman was my mistake and he has my apologiesIn answer to his question, the Certified Letter does not have to be NotarizedThank you,
***

To whom it may concern,
We are very concerned when our members have issues and make every effort to resolve them** *** continues to complain about her double billing with no mention that her membership dues were 'frozen' (no charge) from 4/15/through 12/15/to make up for her double billing and then the dues payment resumed on 1/15/16.
** *** membership is still active despite numerous requests to her in person, by phone, e-mail etc to send in her Certified Letter requesting her membership be terminatedWe cannot arbitrarily cancel memberships without members' contract required Certified Letter and they requesting terminatingof their membershipOur policy is clearly stated and signed for on her and her husband's contracts which they also initialed, explained to her in person and on our web site available to all our membersWithout her request to cancel with a Certified Letter, ** *** is responsible for her membership dues as long as her membership is active, other than the period of the double billing that was rectified by freezing the collection of her dues for monthsWe ask only that ** *** honor her commitment and send in a Certified Letter requesting her and her husband's membership be cancelled *** * ***As a courtesy, we will immediately freeze her billing for the month of March to give her time to send in her Certified Letter before the end of March to avoid any further billingShe should send her Certified Letter, including her and her husband's name, address and phone number to verify her account with our records to:
WOW Fitness
*** *** ***
*** *** ***
Thank you,
George K***
COO of WOW Fitness
--

To whom it may concern:
We added below what the member sent us on the company e-mail.There is no more to say other than the issue is the member did not comply with the contractual requirements he signed for and must do that to settle this issue.
Thank you,
George
George,
I don't understand what was lost in translation... I called the Cromwell location to get your contact info because your manager made a statement to me and I'm contesting your charges. I don't know what's confusing. Call me tomorrow or I'll just have the Revdex.com reach out to you.Sincerely Z.H.
George,I have filed my complaint with the Revdex.com and have referenced the below attached resolution with a past consumer with the exact same issue that I have incurred. Further more your tone in these emails and lack of communication via telephone as requested is completely unacceptable and unprofessional. Someone in a position such as yourself should understand the concept of customer service as the industry you pride yourself upon is built around this cornerstone.Sincerely, Z.H.

Dear Ms [redacted],
This is the kind of problem that our requirement of Certified Letters to terminate memberships...

was implemented to avoid. The requirement is commonaly used in our industry. We told Mr [redacted] to bring in his Certified Letter Receipt when we could find no record of any letter and he has not done that. We do not refund money without proof of termination as required on the Contract that was signed. If he brings in his receipt, we will accommodate his request.
Thank you,
[redacted]

Here is our response to [redacted]
 
12.7273px;">[redacted] signed a contract that clearly states the following:
 
'I understand this Agreement cannot be cancelled for a minimum of 12 payments, except as specifically provided for in this Agreement.
After that time, I understand this Agreement becomes a monthly contract cancelable upon my written request by certified mail received 30 days prior to my next billing date. Verbal or telephone cancellations are not valid. In no case shall monthly payments be retroactively refunded.'
All cancellations should be addressed to WOW! Fitness, [redacted]
 
This paragraph is also explained to new members who have to initial it, which she did, in addition to signing their contract.
[redacted] had to send in a certified letter to cancel prior to her contracted year for specific reasons delineated in her contract which she signed and is also clearly explained on our website. If she did that and had a relocation issue or a medical issue her contract would have been cancelled 30 days after we signed for it. We insist on the certified letter because we both have to sign for it and the member has a receipt avoiding any future billing problems.
 
 As a courtesy and to settle this complaint, we will cancel [redacted]'s contract immediately. 
 
Thank you,
 
[redacted]

We previously responded to this complaint as follows:
 
 
Here is our response to [redacted]
sans-serif; font-size: 12.7273px; background-color: #ffffff;"> 
[redacted] signed a contract that clearly states the following:
 
'I understand this Agreement cannot be cancelled for a minimum of 12 payments, except as specifically provided for in this Agreement.
After that time, I understand this Agreement becomes a monthly contract cancelable upon my written request by certified mail received 30 days prior to my next billing date. Verbal or telephone cancellations are not valid. In no case shall monthly payments be retroactively refunded.'
All cancellations should be addressed to WOW! Fitness[redacted]
 
This paragraph is also explained to new members who have to initial it, which she did, in addition to signing their contract.
[redacted] had to send in a certified letter to cancel prior to her contracted year for specific reasons delineated in her contract which she signed and is also clearly explained on our website. If she did that and had a relocation issue or a medical issue her contract would have been cancelled 30 days after we signed for it. We insist on the certified letter because we both have to sign for it and the member has a receipt avoiding any future billing problems.
 
 As a courtesy and to settle this complaint, we will cancel [redacted] contract immediately. 
 
Thank you,
 
[redacted]

I don't think she joined our WOW. Please ask her what gym she is referring to,
George

Dear [redacted],
We apologize for any inconvenience but the cause of it all is the 2 letters in the same Certified Envelope which is not our policy and when we sign for it, we sign for one member's cancellation unless the SAME letter refers to more than one member being cancelled. A...

separate letter required a separate Certified Envelope.
When we receive the letter we sign for it and then look at the name to take the proper cancellation action. One of our people obviously expecting only one person as listed  took the action and did not notice  there was more than one letter with another name or thought it was a copy. 
As a courtesy, we have refunded your $10.64 on 5/14/2015 and both memberships have been cancelled.
The Certified Letter is our mutual record of membership cancellation and there should be no further issues,
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I called [redacted] the billing & accounts recievable company used by WOW!, DIRECTLY and learned all about WOW!s billing scam.  Apparently members can update their billing information directly with [redacted] and it takes effect immediately AND over rides any billing information submitted by WOW! When confronted with this information, a WOW! front desk employee mentioned that they are told not to tell clients this information.  AND...[redacted] will waive service/late fees if the only piece of information that changes with regard to the card on file is the expiration date.  WOW!'s owner & COO are scam artists & it ends now.  I am going to tell every member about WOW!'s shady business practices.  
Sincerely,
[redacted]