WOW! Work Out World

Review: I received a bill (acct# [redacted]) from a company named [redacted]" in the amount of $113.59 regarding WOW! Fitness. I called the company and asked why I was receiving the bill and the woman stated that she was hired by WOW! Fitness to collect a debt in the amount of $113.59. I asked the woman what it was for, and she stated she was unsure, that it must have been a membership fee in November of 2015. I informed her that my contract only state $10.64 a month, in which I verified with her on the phone that the full amount of $10.64 had in fact been coming out of my credit card account and paid to WOW! Fitness since the date of contract. I asked her if she could supply me with a detailed statement of account verifying all charges applied to my account and any/all non-payments, and she stated that she did not have any additional information other than the billed amount of $113.59, which showed not paid in November of 2015. I informed her that according to their own contract WOW! Fitness couldn't change the membership agreement for 12 months, and states the following in the event there is a rate increase: "Rate Increase, Monthly rates indicated on the reverse side of this Agreement may not be changed during the initial twelve months of a contracted membership. After that time a cost of living increase may be assessed at the management's discretion. Such increase will be preceded by a 45-day written notice to all members." No such notice has been received by me regarding a rate increase to date! Therefore it is illegal and unjust according to their own contract for them to increase or add any fees. I am also entitled to a detailed accounting of any debt being pursued in accordance with the State of Connecticut General Statutes regarding notification of debt.Desired Settlement: I would like the my account to show paid in full as it has been and is, and billing corrected. I would also like my credit report to reflect the accurate information immediately, and a letter to the credit agencies that this was an error made by WOW!Fitness! As well as a letter from the General Manager apologizing to me for the inconvenience and defamation of my character. Finally, I would like my membership discontinued immediately, and account accurately showing $0 due and no 30 day wait.

Business

Response:

Reviewing the payment history of Ms. [redacted] she did not have sufficient funds for her April and May Dues and paid the $41.28, 2 months dues at $10.64 each and penalties of $20 on 5/30/15. Her card was not in time for the June dues so Ms [redacted] was again short of funds and neither the dues nor the penalty were paid for June leaving a Balance due of $20.64, $10.64 for the month including tax plus a $10 penalty fee. Ms [redacted] signed a membership contract and initialed the requirement of Annual Enhancement Fees. There were not sufficient funds to pay for her 2 Enhancement Fees in October that she signed for.

Review: In March of 2010, I signed a two year contract with Work Out World. After completing the two year contract, I called to cancel my account with them. I was told that I needed to get a certified letter sent to cancel the contract. Needless to say, I took some time sending a certified letter. In August 2013, my wallet was missing and my credit cards were cancelled. I received a new card and Work out World no longer had my credit information. Since they were not able to directly bill me, then sent my account to collections with various fees. This is when I paid collections with a new card. Work Out World got my new card number (without my authorization) and began taking out their monthly fee. I was livid and finally sent a certified letter on 10/22/13 to cancel the account. On 12/04/13, I checked my bank statement and Work Out World again charged my account. I called to complain and they said they never got the certified letter and then asked me to come in and show them the letter. I am beyond livid. Their business practice is illegal and the customer service is horrible.Desired Settlement: I would like a refund of the money that was taken out of the account from the credit card number that they were not authorized to use.

Business

Response:

Ms Hypolite was cancelled effective 11/22/13 and $10.64 was credited to her account.

Review: I purchased a series of personal training sessions. I missed sessions because the trainer went on sick leave and because of a very large snow storm in CT (where the trainer was also not able to get to the gym. The manager did not allow session reschedule. On the other hand, during the course of the training period, the trainer cancelled 4 sessions on the day and the hour of the scheduled session (after I had arrived at the gym). On two of these ocasions the calcellation was because the instructor had not yet completed his own workout.

Product_Or_Service: Personal Training Package

Desired Settlement: DesiredSettlementID: Refund

Refund for 6 sessions.

Review: My daughter signed up for a membership over 6 years ago while she was attending High School in [redacted]. She is about to graduate from college and hasn't been to this gym in four years. Now I am told the only way to cancel this membership is via a certified letter. I believe they make it difficult to cancel so that they can continue to collect membership fees from people who no longer use their facility. I fully realize they will point to the contract however I believe this is just a scam covered by some small print language.

I believe that this is consumer fraud and they should be reviewed by the consumer protection agencies and the [redacted].Desired Settlement: I would like my daughters membership cancelled and a return of the funds for at least the past 2 years after we first notified them we wanted this membership cancelled.

Business

Response:

Dear Ms [redacted],

Review: I had requested the WoW gym office to cancel my membership but they did not listen to me as well they did not no what they were doing with the customers membership. They even did't know if my membership was cancelled. without any notice they sent payments to collect by debt collector. which is very ridiculously done. I am very upsetting about the services that they provide there customers and they don't want to even waive it even though it was a mistake that was done by them.this a down graded Gym that I Have ever come a cross.Desired Settlement: We need the refund from the wow gym that was made to the debt collector on the 18th of March 2014. total of 198.90$ this amount was given us a reduction by the debt collector as she knew they way it was handled was very ridiculous,Therefore we made this payment to the Debt collector because we did't want our credit score getting impacted. I hope you would understand my situation... I hope they would make this refund to us.

Business

Response:

Dear Ms Shea,

Review: On August 3, 2015 at around 2:30pm I called WOW Fitness located in [redacted] to cancel my gym membership because I moved out of the area. The lady I spoke with on the phone was very rude and was not willing to assist me with canceling my membership. I am extremely disappointed with her actions because I've never had a problem with WOW Fitness before until now.Desired Settlement: A refund of any charges that have occurred during this month of August 2015 and my membership canceled.

Business

Response:

Review: I have a membership with WOW since 2009 and I was being charged $10.60 a month. In January they told me to "renew my contract" but I told them that my Bank Account was charged the $10.60 on that month. They told me that because it was a new year I have to do it.. so I did and they told me that if I wanted the same services that I have before I need it to pay $21.27 a month, since it was a new contract. I agreed but since then my Bank Account has been charge twice by them $10.60 plus $21.27 a month. When I contacted WOW Gym someone by the name of [redacted]since he did not wanted to give me his last name) stated that I need it to contact ABC Company and close the account that it was charging me the $10.60. When I called ABC they told me the GYM wasn't supposed to charged me the $21.27 since this is what they have been billing me since 2009 and that the contract was never closed and that I did not had to renew it..When I call back [redacted] the manager at WOW" He stated it was ABC that need it to fix the problem. I called back ABC and they stated to Luis to call them..I called Luis again and he agreed to call them and to call him back in 20minutes. I called him back an hour and a half later and he said to call him tomorrow since he didn't call. I don't want this membership any more.and he said that I am not suppose to break the contract..but on the mean time my account is being charged twice by them..I told Luis I want to terminate the contract right away to tell me what to do..he said to go on the Website and do it...but the WOW Website for West Hartford does not have the option or link to close the Memberships. Please contact myself on this matter..I don't agree with their practices in billing and the lack of knowledge on this matter and the fact that I was inconvenienced that I have to contact my Bank to close my account.I would've have still being a member if they would've work with me and only charge my account once even if it would work with me and charge my account the $21.27. Thank you!Desired Settlement: I want to be refunded for the 3 months that I was paying $21.27 and the contract fee.

Review: My husband and I had canceled our fitness membership with Work Out World via their membership cancelation policy which requires members to mail in their cancelation via certified mail, which we did back in October 2013. In Febuary 2014 Work Out World sent voicemails bordering on harassment, to my personal phone about collecting a debt towards unpaid membership dues, to which we had long since cancelled. So to settle and stop the calls, my husband and I went to speak to the management at Work Out World in person with our return receipt and article number for the certified mail, proving we followed their cancelation policy. Why would we, as former members, need to send such an item, otherwise? The manager at the time said she'd make a copy of said item and told us that they'd pay us back any membership dues they were receiving wthin a day or two. today, April 11, 2014 I received a call from Work Out World pertaining to the very same subject stated above, alleged overdue membership fees...despite having the proof. Whats more, there were two membership contracts, my husbands and my own, paid under one [bank] account, my husband and I had to send two seperate membership cancelation letters and both were sent at the same time, why hasn't my husband received such "harsh" business practices. I would like Work Out World to be held accountable for their oversight, specially considering I have every proof under their cancelation policy, correct such oversight and refrain from contacting me about this account, which has remained "dead", as it were. Thank YouDesired Settlement: I would like Work Out World to research/ audit themselves to find and hold themselves accountable for this oversight.

Business

Response:

Maureen,

Review: I followed the contract provided by WOW to cancel my ([redacted]) membership and my son's ([redacted]) membership. We each sent a letter in the same envelope by certified [redacted], as required by WOW contract. Mail send March 19th 2015. Mail received March 20th 2015. Wow continued [redacted]'s membership for another month, as they have the right to in their contract. [redacted]'s membership was then cancelled on April 19th 2015. [redacted] continued to receive collection letters from [redacted] (collection agent for WOW) and when [redacted] and [redacted] called to follow up on his cancellation we found his membership was still active and they had no record of receipt of his cancellation letter. I have extensive notes for every call, visit and contact with WOW. I have also recorded most phone calls. WOW gym was visited on 5/7/15 and [redacted] located [redacted]'s cancellation letter. WOW computer now has his cancellation scheduled for May 20th 2015. Since both cancellation letters were in the same certified envelope and both were received on March 20th 2015, both memberships should be cancelled by April 19th as per their contract. At this point WOW gym is in breach of their own contract.Desired Settlement: I desire a phone call to apologize for the many calls, visits and problems this has caused. I desire the May WOW membership fee of $10.64 to be refunded and the membership to be cancelled in writing dated April 19th 2015. I desire a letter stating [redacted] and [redacted] have cancelled memberships and there will be no further attempts to gain funds from us thru WOW or [redacted] for any reason.

Business

Response:

Dear [redacted],

Review: Originally my membership was connected to my debit card for automatic monthly payment withdrawals. My bank had a breach of security so they mailed me a new card as a precautionary measure. I was remiss in letting WOW know that I had a new card so when they went to draw payment for December 2013, it was bumped back to them as a bad account. Understandably, they sent me to collections for payment. I went to the gym after receiving a call from their collections agent and paid, by check, my monthly membership fee plus the late fee that had been tacked on. When asked if I would like to add my new card onto my account, I declined stating that I was going to be cancelling my membership. I specifically asked the employee if I could pay the next month via check (since it takes 30 days for cancellation to be considered complete) and he said yes, as long as it is done on the first of the month when payments are collected. I proceeded to send WOW my certified letter stating that I would be cancelling my membership. On January 1st, 2014, I attempted to pay the gym and they were closed. On January 2nd, I attempted to pay and the employee behind the counter would not accept my payment he told me that I would have to come back when the manager, Jason, was in. On January 3rd, I called Jason. He tried to tell me that they could not accept checks as a form of payment and that I was late paying and I would be charged another late fee. I told him that I had paid a member of his staff in December via check and when I specifically asked that same employee if I could pay via check in January, he said yes. Jason finally accepted and TOOK my check and told me that he would stop all payments on my account and take it up with the accountant who came in each month. Today, almost a month later, my check still has not been cashed and I am receiving phone calls from WOWs collections agency again looking for January payment.Desired Settlement: I would like a written confirmation and receipt that I have paid the gym in full as of today, 1/22/14. I would also like a written statement confirming that my membership has been cancelled and I will no longer be harassed by WOW or their collections agency.

Business

Response:

Review: This company has a ridiculous policy to change programs. They asked that I send a letter in to make changes and I did. They only responded to half of the request and kept double billing us. We spoke to the manager yesterday and he was very rude to us and called us liars. Their policy is to send a letter in to make a change and they must have received my letter because they made one of the changes stated on the letter but ignored the other request to cancel one of the accounts. We have been double billed since November 2014 and they will not credit us. The manager also would not give me the name of the owner of the club so we could speak to him. I have heard dozens of complaints from other member regarding double billing

Business

Response:

Mr [redacted] signed a contract with us as follows:

Review: I have had an ongoing membership at Wow Fitness of Middletown CT since 2009. The cost is $10/month, with a $30 fee every October. This November, [redacted] (the billing/collections company for Wow Fitness) informed me that the credit card that they had been using successfully to automatically bill me for many months prior to this was being declined for the monthly fee. I had no holds on the account, the balance was sufficient to accept a $10 charge, and when I talked to the credit card company ([redacted]) they informed me that no one from [redacted] had attempted to charge a fee to the card that month and that they had no record of declining any transactions from [redacted] or anyone else on my account in November. I presented Wow Fitness with a letter from [redacted] that indicated basically that if there was a problem charging that card then it happened at [redacted], and the service fee was waived. For November. Then it appeared again next month, when they came back to me with the same story about a declined charge for the monthly fee in December that no one seems to know anything about save for [redacted]. They were adamant this time and there was a significant amount of harassment via phone, mail, and in person about the issue, so I eventually responded by paying the cancelation fee and sending a certified letter of debt dispute to them about the late fee. I shouldnt have to go find a new gym that's further away from me because these people cant be trusted with a credit card number, but thats what happened.Desired Settlement: Id like to see my cancellation fee ($21.28) refunded, but to me its about more than the expense, the bill collector harassment, or the inconvenience of having to increase my gym commute. Its about the fact that business owners shouldnt be able to stick their hands in the pockets of their fellow citizens at will just because they are business owners. Its not all of them that do it, just a small minority, but if we as citizens want to maintain an honest business community we have to be vigilant about punishing the bad actors when they show up. Part of that process, in this case, is warning other consumers through a complaint to the Revdex.com.

Business

Response:

I fractured my hip for Xmas so these are all e-mail answers. The issue here was the declining of Mr Hartley's credit card which is his responsibility and his Credit Card Company. It was declined in November and we made good on that but when it was declined in December, we asked for a new Credit Source as is our policy and he refused to give us another one.

Review: Refused to cancel account over phone and in person multiple times. Refused to cancel account via mail unless notarized. Continued to bill and send collection agencies against me for a service I was no longer using.Desired Settlement: Collection agency and fees paid for period after 12 month subscription ran out.

Business

Response:

Mr Dogov signed a contract with us as follows:

Review: In August 2013 I signed up for a gym membership with my husband. At the time of sign up I inquired if there was a contract or any hidden fees. I was advised that the membership was month to month and that the membership was $10/month with maintenance fees once a year. I agreed and signed up.

Last week I decided to cancel my membership. The location is no longer convenient and the facility it self leaves something to be desired. I understand that it's a gym and people sweat, but the entire facility smells disgusting and it's evident that the machines never get cleaned. When I called to inquire what needs to happen to cancel, the girl didn't say anything other than, "has it been a year?" I responded I didn't think so. She said that I couldn't cancel. I told her I had been advised there was no contract. After a few minutes she put a manager on the phone. I advised him I had been told it was a month to month agreement. He responded with, " yes it's a month to month contract. You can cancel after the year." I proceeded to question "month to month" and stated that if I had a month to month rental agreement for an apartment I was not under any lease and could move at any time. It seems the staff does not understand the terms of month to month.Desired Settlement: To cancel my membership.

Business

Response:

We previously responded to this complaint as follows:

Review: I am putting in a complaint with the Revdex.com because I reached out to WOW by their only means of communication through their website. I told them if I do not hear from them in a timely manner then I will be going to the Revdex.com. I signed up to WOW fitness on November 19. I chose to sign up this date and with this gym because I get paid bi monthly and I needed the payment to come out my second paycheck. Also because it is affordable (or I thought so). So when I went in, a young male gave me a contract to fill out while he helped someone else. While I was filling that out, another guy came over. Rudely asked me where I had gotten this from. I pointed at the guy and said he told me to start filling this out. He took the contract from me and replaced it with another piece of paper, which then I filled out. After I continued to fill out the contract, while im doing so I am asking the employee questions about the contract. He basically was half as answering my questions like clearly he wasn't in the mood for some many questions FROM A POTENTIAL CUSTOMER. He rolled his eyes through the whole thing, which then just made me want to get the process over faster so I could get out of there. Unfortunately, even after going through this I still signed up. Ten days later, another charge came out my bank account. I tried looking every where for a corporate phone number. I called a few locations in different states, which I thought was corporate but wasn't. And no one would help me. I went to my location and talked to someone and he was just basically said im st out of luck and I got played for my money. Which then I left thinking this is not how a real company operates. If I sign up on the 19th and the billing starts the first then I should 100% no doubt about it be prorated for my first payment!

I also just want to reference that the employee called me something that should not be said in a professional work place. Which I do not want to have to pursue but I will if my complaint is not resolved.Desired Settlement: My desired resolution would be to change my billing cycle to the 19th of every month. But if you really feel like this is not possible then I need to be prorated for my first month of November and refunded the money and not put it against my next bill.

Business

Response:

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

Review: Unauthorized changes to my contract resulted in extra fees and the company shows recklessness in processing payments linked to my checking account.

My contract has been in place since May 2011 without a problem until management talked my son into a membership "transfer" at the cost of $25.00 in December, 2012. This was exclusively my account and this "transfer" was done without my approval or consent. Yet, WOW continued to debit me in January, February and March of 2013. WOW charges began debiting from my son's account in April, 2013, and for an unexplained reason, this resulted in a $10.00 late fee (a delinquent notice was mailed to my son). Inexplicably, WOW resumed debiting my account in May and June, and in July, 2013 went back to debiting my son's account, again without notice or explanation (note that the April charges were taken from my son's account on 5/31/13).

I was completely unaware of these dealings until the situation was brought to my attention by my son on July 5th (after WOW starting hitting his account again).

I went into the Glastonbury location on 7/5 and was told that my account did not exist, despite that May and June payments came out of my account and I never authorized any changes to my account.

I protested and asked management to return my account to where it was prior to December, 2012 as I had never authorized any changes to it, including refunding my son the $25.00 transfer fee and the $10.00 late charge, neither of which were necessary had they left my account intact, as was my wish and desire. WOW management refused to refund the money to my son.

It is appalling that WOW management would make changes to my account without my authorization, and worse, flip-flop in its use of the two checking accounts. I find the approach cavalier and aggressive, especially without notice to either account holder. My trust in WOW management has been damaged and I no longer trust them with my account information or access to my checking account.

I have asked WOW management to correct their mistakes and to refrain from these questionable business practices. I want my son to be reimbursed for his damages ($35.00) and secondly, I insist that WOW management IMMEDIATELY desist from debiting either my checking account or my son's.

Desired Settlement: Cancel my contract, refund $30.00 to my son, and IMMEDIATELY cease processing further fees from my checking account and my son's account.

Business

Response:

Business Response /* (1000, 5, 2013/07/15) */

We have cancelled Mr [redacted]'s contract and are refunding the $35.00 to his son.

I have been a long term member.
I am generally okay with the overall club. Not the cleanest place, but low cost of membership compared to many health club options.
My issues are around the financial issues and trying to get extra fees out of customers.
I had fraud on my credit card and needed to update my credit card for the monthly automatic billing. I contacted the club and was told I had to make the change in person.
Went to the club and made the changes to my credit card with the new credit card number. Even though this was done before the next payment was due, they did not process in their system and charged a late fee. They acknowledged that I had given them the new credit card in time before the payment was due. However, they claim it takes up to a month to process the new credit card in their system (which anywhere else is an immediate transaction).
Even though they acknowledged the issue was on their side, the owner insisted that I owed them a late charge.
I don't care about the amount, but found them to be very unethical. They thought that getting a late charge that was not owed was more important than being ethical with a long time customer, even when they were at fault. Very poor business ethics

Review: The cancellation process for this company is almost non-existent. You have to find the secret phone number or send a letter through certified mail. Once you actually get in touch with someone to cancel, they won't do it for 2 months. I cancelled today 5/17/13 and I am told it will not take effect until July 1st. Why am I getting changed for the month of June? It took me a month get someone on the phone to get the email address to cancel and now it is going to take them another month to go through with it. Never start a membership with them because you will never be able to leave. Also, their facilities are dirty.

Product_Or_Service: Gym Membership

Account_Number: XXXX-XXXXX

Desired Settlement: DesiredSettlementID: Refund

Do not charge me for the month of June and I should be refunded for the month of May.

Business

Response:

Business Response /* (1000, 5, 2013/05/28) */

We have no record of this person in our clubs.

It must be another WOW in MA

Review: I wanted to cancel my gym membership at the end of my membership year, however the process in which to cancel seems to be very convoluted. I have tried to request, in person, to cancel my membership and was denied and referred to their contract which states that I need a "certified letter". I asked the receptionist what this meant and she stated that I needed to mail a letter from my address to their billing stating that I wanted to quit the gym. After doing this I wanted to zero out my account, but found out that they charged me for the service fee. I asked the receptionist what happened to my letter that stated my dis-enrollment and he said that they ignore all requests that aren't certified. I'm no sure what else to do besides play their game. At the moment they have charged me almost 100 extra dollars, and I have the support of that staff that what the owner is doing is wrong. As a consumer I feel completely taken advantage of. All attempts to contact the owners has proven futile. Please help me and help others that are in my situation. what they are doing isn't right.Desired Settlement: I want to be reimburse the service fees that I accrued while trying to cancel my membership. I also would like their policy to change so that patrons can cancel their memberships in person or over the phone with valid identification.

Business

Response:

Mr. [redacted] signed a contract with us as follows:

Review: I am a member of the Glastonbury WOW. In December, I signed up for twice-a-week training sessions for 12 months. For a while, things were going well, but then the weekend trainer left. The gym was down to two trainers, who got booked up quickly. I was told another trainer would be hired for the weekend. I was down to once a week training. Then the computer system PT Solutions uses wiped out the training sessions I had booked. When I inquired about it, I was told that there was a computer problem that was supposed to be fixed. I went to the PT Solutions website and left two messages, asking someone to contact me. I have yet to be contacted. I was told by the training manager at the gym that the problem was being looked at and would hopefully be fixed soon. But the other day when I went to try to book an appointment, the website wasn't allowing me to do that. I also learned that the gym was planning to hire an inexperienced trainer for the weekend (someone who was going to be newly certified). I have 13 sessions that have yet to be used. I was told they wouldn't expire, but they do have an expiration date. And, right now, I am paying for training sessions that I am unable to use. With only 2 trainers, it is tough to book appointments, especially in the evening, which is the only time I can train because of my job. When I asked people at the gym about the training issues, they told me that the trainers were part of an outside company, so they couldn't address the issues. None of the trainers seemed to know a contact I could call. The training manager assured me that she had spoken to her regional supervisor. Again, I was given no contact information. I am frustrated by the lack of response and - frankly - by the terrible customer service.

Product_Or_Service: Personal Training Sessions

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to be able to cancel my training contract without paying a penalty, and I would like to be refunded for the remaining 13 sessions I have not been able to use.

Business

Response:

Business Response /* (1000, 5, 2013/05/01) */

The main issue with Ms [redacted] is scheduling to fit her availability. The Manager of PT Sbolutions, the training company will have the Glastonbury Manager of Training train Ms [redacted]. The issue of the dropped sessions is a one time error and is being corrected by the systems comany handling it.

This complaint was addressed to WOW and if there is further communication necessary, please address it to:

G.R.O. Fitness, Inc. d/b/a PT Solutions

[redacted] NY XXXXX

Attn: Vincent [redacted]

A copy can also be sent to WOW

Thank you,

George

Consumer Response /* (3000, 7, 2013/05/02) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

The main issue is not scheduling to fit my availability. There is currently only ONE trainer available at WOW, and he is booked solid. The manager of training is not at the gym when I need to train (evenings). The issue of the dropped session is most certainly NOT a one-time error. It has been an ongoing issue that has NOT been handled. Just Tuesday night, April 30th, I was in for my last training session with yet another trainer who left the gym, and I learned that on that day, my trainer had FIVE customers complain of their sessions being wiped out by the computer, and another trainer had at least TWO people who had been wiped out of the computer. I HEARD a customer at the front desk complaining that it had been the second time he had had his training session wiped out by the computer. I will send a complaint to the address provided. But WOW should not be under the impression that this is an isolated complaint by one person. There are MULTIPLE issues with the training department at the gym.

I intend to follow up with cancellation of the training contract. The level of service has been unacceptable. I have had personal trainers in the past at other gyms, and this is by far the worst run personal training system I have ever encountered.

Thank you.

Business Response /* (4000, 10, 2013/05/14) */

As sent in a precious response, all communication should be sent to the Company responsible as follows:

CUSTOM BUILT PERSONAL TRAINING191 Peachtree St., NE, Suite 3225Atlanta, Georgia XXXXXo. 404.592.9963c. 678.576.8753f. 404.420.8313

Ms. [redacted] has used all of her sessions thus far except the ones purchased on 4/10/2013. During this month is when the complications arose with the training. The client's assigned trainer was no longer with the company as of April. Per the terms of our agreement, she would be given a new trainer to continue her training. The training manager was in the process of hiring her replacement, and offered to train her personally free of charge until the new trainer was hired. The client did not go through with this process and shortly after the trainer was hired and we provided her the dates and time chosen with this new trainer and informed her we would give her a couple complimentary sessions for the delay (a rate of $50 per each session). The client refused to train with our new certified licensed trainer and this is where we stand with the client now.

At this point we would be happy to keep our first offer of a couple free sessions and our client may continue training. We will also be happy to place her May payment to the end of her contract giving her time to complete her missed sessions. The client's session will begin to expire March 2014, giving her plenty of time to utilize her services. She may contact the trainings customer service or the training gym manager to claim the offer.

Please let me know if anything else is needed.

Thank you,

Cyndi Shockley

Client Service Supervisor

"Cynthia Shockley"

Consumer Response /* (4200, 12, 2013/05/15) */

(The consumer indicated he/she DID NOT accept the response from the business.)

Once again, my first trainer left in early April. I was NOT offered training assistance then. I was just told that another trainer would be hired. My second trainer left at the end of April. BEFORE he left, the computer system this company uses had issues deleting training sessions that customers had made. When I first complained about the problems, the training manager said she was waiting for a trainer to pass his certification before she could hire him. And, she noted that the computer issue had been ongoing and that she had alerted her regional manager. I filed a complaint with the CT Revdex.com against the gym, because I was not given information about the regional management. The next time I raised an issue, I asked to speak to someone, that was when I given the number for the national company. When I spoke with the customer service rep for the national company, I said that I had tried to contact the regional office but was not given any contact information from the training manager. The customer service rep said that the company does not allow people to contact regional offices... that complaints were handled on the national level. It wasn't until someone from the gym management team responded to my CT Revdex.com complaint that I learned the contact information for the regional manager. Per the gym management's suggestion, I reached out to the regional manager via certified letter, which I also fax'd to the national office. The regional "office" address is a P.O. Box number that is supposed to be for a company called G.R.O. Fitness, Inc. But when I investigated the address, the company associated with it is KVG Consulting Corp. I never received a response from the "regional manager" Vincent [redacted]. The whole set-up is highly suspicious. But, more to the point, the fact remains that it was not until I complained to the Revdex.com that I was offered help by the training manager. And, she did not offer the sessions free of charge. At this point, I do NOT accept the offer of free sessions. I want to cancel the contract without payment of penalty, because the company did NOT provide an adequate number of trainers. It only offered training assistance AFTER I complained to the Revdex.com and JUST hired a 2nd trainer recently. The company is being disingenuous by acting like it offered plenty of training alternatives (for a while, the gym had only two trainers and then only one), and it is being dismissive of the computer issue that was causing booked training sessions to be randomly cancelled. The only acceptable resolution would be for he company to allow me to cancel my contract.