Workout World Complaint - Read Your Contract!
ROBBINSVILLE, NEW JERSEY -- My husband and I decided to join the new Workout World location in Robbinsville, NJ. While meeting with the sales rep, it became clear that WOW does not provide printed pricing information. The prices we were given were handwritten on the back of a brochure. We repeatedly asked for brochures with pricing information printed in it and were given brochures on our way out. There were no prices listed therein. Also, in reading the back of the contract, we learned that WOW has the right to increase the dues rate every year. The sales rep had specifically told us that this rate would be locked in for us for life. When we pointed out the discrepancy to him, he just shrugged and said they never raise the price. I countered that, legally, we wouldn't have a leg to stand on if they did because the contract reserves that right for them. Another shrug and a brief speech on how it's a family-run business followed. We should have left at that point but, since we really wanted to join a gym, we didn't. A few weeks later, after doing some more research and discovering that WOW is the most expensive gym in the area, we decided to terminate our contracts. The gym was still under construction and not set to open until New Year's Eve so, per our contract, all we had to do was send a certified letter cancelling.
We did that and followed up a week or so later with a call, at which time a rep confirmed receipt of our letter and said it would take 2-4 weeks to refund our money. It only took them 3 days to charge us the first time. Also, the contract said our money would have to be refunded in full within 30 days of receipt of the letter. To make a long story short, they lost our paperwork. I had to go to the sales trailer personally to deliver another letter and fill out a cancellation form. At that time, I pointed out to the rep that we were within a week of the 30 days. He said the head of accounting would handle it personally.
Eventually, I was able to get in touch with a customer service manager, who advised me a check had been cut the week before for my refund. Why it takes them a week to mail a check is beyond me, especially when I'd requested a refund to my credit card. She also told me that the $30 per contract processing fee was not refundable. I pointed out to her that my contract said no such thing. In fact, it says membership card fees are not refundable, and we'd never been issued cards. Another week went by and we were now past the 30-day limit imposed by the contract. I emailed one of the owners and later found that my email was forwarded back to the customer service manager I'd been dealing with.
After several calls to her, half of the money was refunded to my credit card. Another call and several days later, the rest of my money was refunded. The time my husband and I spent on getting these contracts cancelled was extraordinary - over a month total. We were routinely given conflicting information from the staff and, had we not taken it upon ourselves to keep on top of them, feel certain they'd still have our money. The fact that they could not adhere to the terms of their own contract is appalling. I would strongly recommend that anyone considering doing business with this company READ the contract thorougly before signing it. The staff clearly does not know, or, in some cases, care, what the contract says. And, though this comes as no surprise, the Robbinsville location is STILL not open, although it was supposed to be 3 1/2 weeks ago.
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