SECURRO SIDING & WINDOW COMPANY

[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.]
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
Regards,
*** ***

We have looked into this for *** *** and according to our records, on 5/26/Mr*** *** was enrolled under a personal training agreement with an initial term of 3-months. As stated in his agreement with us, "In the event You do not cancel, Your personal training addendum will
renew month-to-month until canceled." On 3/1/a cancellation request was received by our office and Mr*** ***'s personal training was cancelled accordingly. As a prior cancellation was not received, the account was billed in accordance with the terms & conditions stated in Mr*** ***'s agreement with us. Due to Mr*** *** 's situation, we have made an exception and we have issued a refund check in the amount of $1,for the personal training payments received on 12/21/2017, 1/21/& 2/21/2018. We have also offered to make an exception and transfer any remaining personal training sessions on Mr*** ***'s account to another JERSEY STRONG member. We have reviewed each correspondence submitted by *** *** and feel we have done our best to satisfy her. No further refund will be issued at this time

I will be happy to answer any questions that *** *** may have about her Jersey Strong membership. According to our records, on 11/8/*** *** enrolled under a VIP+ membership, with an initial term of 12-months. Her membership is not eligible to be canceled until the initial term
is completed. In addition, on 11/10/*** *** enrolled under a separate personal training agreement. As stated in each of *** ***'s agreements with us, if a cancellation request is submitted in writing within hours of enrollment, the agreement may be canceled with no further penalty. We received notification from our Manalapan club that *** *** verbally requested to cancel her personal training agreementAlthough a written request was not received, an exception was made to honor the verbal request and *** ***'s personal training agreement was canceled accordinglyA refund check in the amount of $was issued for the initial payment made on this agreement and mailed to the address listed on *** ***'s membership account. I have thoroughly reviewed our records and a request to cancel *** ***'s membership was not submitted within hours of enrollment; therefore, *** *** is responsible for the full term of her membership agreement. Please note, *** ***'s membership & personal training agreements are not combined. She is responsible for the terms & conditions stated in each agreement with us. If *** *** would like to cancel her membership at the end of the initial term, she may submit a request to support.jerseystrong.com and select the Cancel Membership support category. We hope *** *** comes in to enjoy her membership today!

Complaint: ***
I am rejecting this response because: While this customer has complete confidence the organization has great experience hearing complaints and lawsuits, its becoming clear that the expertise lies in these skills rather than focusing on the most important aspect of the businessThe customerEmail correspondence was on most, but not all, of the email inquiries sentAs a matter of fact, this customer service concern went on for two weeksWhat could have been resolved in just a few minutes, was consistently passed off and the customer was told that it was not the responsibility of that partyThe “solutions” that were offered resulted in getting locked into a new contract, sold additional services, and at a cost to a year customer who referred many customersThen there were Referrals that the customer never received credit for, despite being in the gym each timeThe only person that this customer had contact with was a trainer, who was completely unaware of the issue that involved her fellow employeesThe harassment and negligence were a surprise, as if she had no idea what was occurring in the clubThis was not a manager calling to address a concern, but a conversation that was simply happening so someone could check off a boxShe then advised that the customer here reach BACK OUT TO THE EMAIL ADDRESS One last attempt to speak with someone in person resulted in Kelli, the “manager” of the location, stating that she had no opinion and that it would cost additional fees to start a new contractAgain, she said, “there is nothing I can doTake it up with billing”-at the number nobody answers This was a trip that was made in person, since nobody was available to take a phone call at the club.Each time the customer was redirected to the email address, and the request was to speak with someone to get this resolvedThe original complaint was with 1) employee harassment and negligence that could have resulted in injury, and 2) not getting a resolution on a rate adjustment.This turned into a customer service complaint, because the very request was disregarded then replied to in a Revdex.com response that ignored the issue in a dismissive, passive aggressive streak that seems to be the theme for addressing inquiring membersNever did someone try to make it rightNo manager called. If that is what they call customer service, I wish all involved good luck in lifeWork out World probably requires their family to email a ticket to meet on Holidays

Complaint: ***
I am rejecting this response because:The contract wording says the following.In the event of cancellation based on change of permanent residence too location more thank miles from the.club or an affiliated health club, WoW shall require proof of the new permanent residence and shall retain a prorated share of the total contract price based upon the date the notice was received. It clearly states the 10% fee would be calculated from the DATE the notice was receivedDoes not say the date that the "proof" was submittedIn addition, I sent the documents on Aug at 12:10PM to Cassandra and support+id*** The bigger issue is that it took a whopping 33+ emails to have it cancelled after the proof was submittedThis is clearly the failure of WOW Organization to take an inordinate amount of time to process a simple request.Just to recap(1) The contract says the 10% fee is calculated from the date the notice is receivedThe proof is required to process the request but is not used to calculate the fees. (2) If you guys were waiting for a notice, your staff COULD have reached out and said "You submitted a cancelation notice but did not submit the proof of address, this is required by to terminate the contractYour termination fee will be $XX.YY> Obviously this may be new to your company but it's called "Good Customer Service"Bad Customer service is dragging out a simple request for more than days (see #below)(3) Why did it take 33+ emails over a span of days to terminate my contract?
Regards,
*** ***

I apologize if *** *** was misinformed at her local JERSEY STRONG club. I have thoroughly reviewed our records and *** *** is responsible for the past due balance of $103.73. Again, we have made an exception to waive all outstanding late fees on her account with us. The outstanding balance remaining on *** *** account is detailed on the attached spreadsheet. I have listed all charges and payments beginning 7/1/2015-present. As stated in *** *** agreement with us, "An Annual Membership Fee of $+ sales tax will be assessed to your membership and added to your monthly dues at month of your membership and then annually." *** *** has been billed for her Annual Membership Fee on the 1st of October in 2015, & 2017. At anytime, *** *** may contact us via our customer support desk at ***. Our representatives will be happy to answer any questions that she may have

We have looked into this for *** *** and according to our records, on 2/1/she enrolled under a personal training agreement with an initial term of 12-months. As stated in *** ***'s agreement with us, she is responsible for the full term of the agreement. In the event
that a member is deemed permanently disabled, and the disability is fully described to JERSEY STRONG by the member physician, the member will be billed just 10% of their total contract price. Although the doctor's note submitted to us does not state that *** *** is permanently disabled, we will be happy to make an exception for her to cancel her personal training prior to the completion of the initial term, upon receipt of the 10% cancellation fee in the amount of $353.65. I have added a note to her account and *** *** may make this payment at her local JERSEY STRONG location, or she may contact our office by submitting a request to our online support desk at support.jerseystrong.com. Additionally, in a cancellation based on permanent disability, the member is generally not able to use the personal training sessions previously added to their account- due to their disabilities; however, we see that *** *** is actively using her personal training sessions and her membership. We will be happy to honor the sessions that *** *** previously paid for. We hope she comes in to continue to use her sessions and live an active and healthy lifestyle!

According to our records, on 2/8/2010 *** *** enrolled under a membership agreement with an initial term of months As stated in *** *** agreement with us, her WoW membership account was continual until a cancellation request was received Upon completion of her
initial month term, *** *** WoW membership continued on a month-to-month basis As a cancellation request was not received, *** *** membership was billed in accordance to her agreement Due to the outstanding balance of $97.53, *** *** WoW membership was cancelled and sent to collections I have reviewed *** *** account with one of our owners, Mary R*** Mary does not normally do this, but she has made the exception to waive the $collections fee applied to *** *** membership account Upon receipt of a payment in the amount of $we will remove *** *** account from collections At that time, she may choose to remain cancelled or rejoin under a current promotion *** *** may make a payment by contacting her local WoW at ***

Complaint: ***
I am rejecting this response because:It was represented to me when I signed up for PT that it was in
increments of sessions. And if I wanted to continue, I would verbally authorize the attendant at the front desk to charge my Discover Card another sessions; this was a manual process-never was it clearly stated or reiterated that the PT I had signed up for was a re occurring charge to my Discover card whether I used the sessions or not . In other words, when sessions were used I could no longer train until I manually reupped another sessions. SO THEN WHY WOULD THE SYSTEM AUTOMATICALLY CHARGE MY CREDIT CARD MORE SESSIONS IF SESSIONS WERE STILL ON MY ACCOUNT AND NOT USED?Actually, it appears the automatic payments began once WOW started changing it's Classes and designating them as special-XLABS i.eyou needed to have PT to take these types of classes or pay additional. And as I would enroll in those classes I was paying for PT in increments of sessions authorized to be charged on my credit card each time ...NEVER DID I SIGN OR AUTHORIZED an agreement to have PT AUTOMATICALLY CHARGED to my credit card. And as a loyal and ethical member of WOW I request a refund on PT sessions and have not requested any stoppage of VIP membership...my intention is to continue with my membership and purchase PT in increments of and will purchase them in increments of once there are no other sessions on my account. This is MISREPRESENTATION AND POSSIBLE FRAUDULANT BUSINESS PRACTICES. WE ARE SEEKING A RESOLUTION THAT INVOLVES A FULL REFUND.Please provide a copy of the original agreements signed by me for membership and Personal Training sessions.Thank you
Regards,
*** ***

We have thoroughly reviewed *** *** inquiry and according to our records, *** *** enrolled under a membership agreement with an initial term of months *** *** membership cannot be cancelled until the completion of the initial term. Through our online support desk, we have
corresponded with *** *** to thoroughly explain WoW's cancellation and billing policies *** *** acknowledged the terms & conditions of our cancellation policy by submitting a doctor's note to be reviewed for an early cancellation based on permanent disability Although the note submitted did not fit within our cancellation policy, an exception was made to accept the note provided and cancel *** *** membership upon receipt of a payment in the amount of $47.06, representing 10% of his total contract price We attempted to bill the credit card listed on *** *** WoW membership account, but the charge was declined No response was received to the notifications sent to *** *** We have cancelled *** *** WoW membership account and no further payments are due As this request was submitted prior to our May 1st billing date, we have issued a credit card refund in the amount of $for *** *** May membership dues paid on 5/1/ We hope this helps! *** *** may speak to his credit card provider for further details on the status of this transaction

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

I have read *** *** response and I am sorry to hear that she feels this way As previously explained, *** *** membership agreement is available to her at anytime, on our website *** *** acknowledges that she is aware of her agreement with WoW by her use of the club, as well as by submitting a cancellation request As stated in *** *** membership agreement, "This contract is subject to cancellation at any time by written notice sent by registered or certified mail, return receipt requested to: WoW Work Out World, Attn: Membership Cancellation, *** *** *** *** ** *** *** *** ** *** or personally delivered, to the WoW location listed on the front of this Agreement, upon the Member’s change of permanent residence to a location more than miles from the health club or an affiliated health club offering the same or similar services and facilities at no additional expense to the MemberIn a cancellation based on change of permanent residence to a location more than miles from the club or an affiliated health club, WoW shall require proof of the new permanent residence and shall retain a prorated share of the total contract price based upon the date the notice was received plus reimbursement for expenses incurred in an amount not to exceed 10% of the total contract price."As *** *** new home address is located within miles of our Wall club, she is responsible to fulfill her initial term *** *** is responsible for the terms & conditions stated in her membership agreement *** *** membership and XLab agreements are set to be cancelled on 11/30/2016, upon completion of her initial term

We have thoroughly investigated this inquiry for *** *** and according to our records, she enrolled under our 12-month VIP+ membership on 2/28/2018. Additionally, she signed as the purchaser of *** agreement with us. As stated in the signed agreements, their memberships cannot
be canceled until the initial 12-month term has been completed.However, we do understand that they do not wish to continue with us and we want our members to be happy and healthy! We have made an exception and canceled both *** and *** JERSEY STRONG agreements. No further payments are due at this time. We hope this helps!

The advertised pricing of $9.99/month represents our Basic Membership onlyThis is a very limited membership type and only allows access to the equipment at one locationAfter discussing *** *** goals, our Fitness Membership type which includes access to all locations and classes is what
*** *** chose to enroll inEach of our membership types vary in access levels and price*** *** inquired about enrolling on a Basic Membership with a $Enrollment feeThat specific offer had ended on 3/19/2017, the day before *** *** enrolledTo keep *** *** as a happy member will make the exception to return her $Enrollment Fee paid on 3/20/or we can extend our Day Cancellation policy to cancel her account and receive a full refund

We have thoroughly reviewed *** *** *** Jersey Strong membership account. According to our records, a cancellation request was submitted on 1/26/for his account and no prior cancellation request was received. As stated in *** *** agreement with us, he may cancel his
membership, in writing by providing 15-days notice, prior to the next bill date. Due to the request received on 1/26/2018, *** *** membership was set to be canceled on 2/28/and has been billed accordingly. Although we do not normally do this, we are happy to make an exception for *** *** and we have issued a credit card refund in the amount of $for the Annual Membership Fee paid on 1/1/2018. We have also issued a credit card refund in the amount of $for *** *** February 1st membership dues. We hope this helps! *** *** may speak to her financial institution for further details regarding the status of the refunds. At this time, *** *** Jersey Strong membership has been canceled. No further charges will be billed to his account

I apologize if *** *** did not receive the response sent to him on 9/3/ In an inquiry dated 10/27/we sent *** *** a copy of the original response for his review and to keep for his records.According to our records* *** *** was enrolled under a VIP membership
agreement on 8/5/2016, with and initial term of months *** *** membership is not eligible to be cancelled until the completion of his membership term A cancellation date of 8/31/has been entered into *** *** WoW membership account On 8/13/*** *** was enrolled under a personal training agreement with an initial term of months We have explained through our online Support Desk that *** *** personal training agreement is not eligible to be cancelled until the completion of the initial term We have entered a cancellation for the end of the initial term and the last billing is scheduled for 7/13/ I am sorry to hear that *** *** was not satisfied with the personal trainer assigned to him We will be happy to set *** *** with a new personal trainer that will be happy to help *** *** meet his fitness goals! *** *** may speak to the Personal Training Manager at his convenience to schedule his available sessions with a new personal trainer

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

I have reviewed our records and on 6/5/*** *** was enrolled under a month-to-month VIP membership agreement As stated in *** ***'s agreement with us, *** *** was to be billed for an Annual Membership Fee of $+ sales tax on the 1st of September each year As ***
***'s WoW membership account was active on 9/1/2016, he is responsible for payment of the Annual Membership Fee The Annual Membership Fee does not refer to the initial term of *** ***'s membership with us *** *** was enrolled on month-to-month agreement, meaning he was eligible to cancel his membership at anytime, after the completion of the one month initial term *** *** membership was cancelled as soon as we received his request to do so As the request was submitted after the 9/1/bill date, there is no refund due As an online joiner, *** ***'s membership agreement was available to him at the time of his enrollment The membership terms & conditions are posted online so that our web joiners are able view the membership terms & conditions at time of enrollment In addition, *** *** may have requested a copy of his membership agreement at anytime and our office would have been happy to provide a copy of the agreement to him. We are happy to give *** *** a free month of membership! We will hold the one-month free membership until *** *** is ready to come in and enjoy the club!

This has been resolved satisfactory over the phone

[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.]
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
Regards,
*** ***