Business Profile

Health Club

Jersey Strong

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Club.

Complaints

This profile includes complaints for Jersey Strong's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

85 total complaints in the last 3 years.
19 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/26/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A little over a year ago, I bought a membership at the Jersey Strong in Old Bridge, NJ. Signing up for the membership was fine, but I soon after considered getting personal trainer sessions. I went in for the Health Scan/to talk to the trainer and I did the evaluation. After being winded and lightheaded, I was brought in to discuss a contract. We verbally agreed for me to try it out and get a feel for personal training. It was supposed to be 4 sessions in a month, once a week. I paid the deposit/fees for that month and thought nothing of it. After the 4th and supposedly final session, my trainer was acting like he would see me the following week. I was confused and asked what he meant, and apparently I had way more sessions then I agreed to. I immediately asked to cancel any more because that wasn't what I agreed to. After being talked to in circles, I was told that I had to make a ticket and contact support. I asked to cancel this contract that I had not agreed to, and was essentially told no I couldn't. Not even paying the $106 cancellation fee for the membership did anything, I was told that I could buy a guest pass each time I needed to go to the gym. Instead I was persuaded that a refund for thr $106 couldn't be given and not fully cancel my account but freeze it and apply that $106 to the $10 a month frozen fees. Fast forward to the end of this past October, I get charged the club dues fee for a gym I don't use and honestly forgot about. I then dealt with support again, who don't answer in a timely manner, who told me that I had to pay another $106 to cancel my membership officially and that the personal training sessions were a separate issue. Immediately after my membership was canceled/unfrozen I got charged $180 and was told that not matter what, the personal training sessions wouldn't be canceled and that I owe another $1,620 dollars. I can't possibly imagine paying that much for a service I never agreed to of this length. Please help me with this.
Business Response
Date: 12/10/2024
Thank you for being a member a member with us. We will make the exception to waive the remaining initial term and balance for *** ********* personal training. His account is canceled with no further payments due. We hope to see him rejoin in the future.
Customer Answer
Date: 12/10/2024
[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* *******
Initial Complaint
Date:11/08/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello my name is ***** *********, Im reaching out to you guys because Im beyond disappointed on the way you guys conduct your business. Its completely disgusting. I used to work at a supplement company that is next door neighbors with the Jersey strong in ************, so when you guys had a deal going on I decided to sign up so I can workout after my shifts. Once I found out I was getting transferred to a different location I decided to go into the club speak to the people at the front to cancel my membership. I got zero pushback from them and they told me I was all set and my membership was canceled. I never got charged for the gym again. Yesterday rolls around and I got a call from a collections agency telling me I owe $350 for outstanding balance with you guys. When I informed her that I went to the club to cancel my membership nearly a year ago she informed me I would have to contact your customer support and resolve it with you guys. Upon calling your customer support, they were zero help. Telling me they are following business protocol. I dont know what type of business protocols tell you to send a customer who canceled theyre gym membership to a collections agency. I need this to be resolved as soon as possible, I do not think its fair to have a customer pay for the mistakes the business has made.
Business Response
Date: 11/21/2024
Thank you for being a member with us. We will make the exception to waive Ms. *********** balance and remove from collections. Please know, at no time has Jersey Strong accepted cancellation requests at our locations aside from the 3 Day Cancellation policy. Cancellations are handled via online request or certified mail request as explained in the terms & conditions page of all agreements and our website. Since no cancellation request was received for Mr. ********** the account continued to bill.
Customer Answer
Date: 11/21/2024
[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** *********
Initial Complaint
Date:10/15/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Over the course of a year, Ive paid close to 500 dollars in hidden fees and unmentioned charges from Jersey Strong. After switching to another gym due to their AC at the manalapan location (closest to my home), I attempted to cancel this membership. They want 106 dollars to CANCEL A MEMBERSHIP THAT I DONT USE. They failed to mention anything about a cancelation fee on their primary website, and did not mention this when signing up. It is incredibly unfair that members at this gym have to pay for the months where the gym was unbearably hot due to the immense heat outside and lack of AC indoors. In my opinion, this is incredibly unsafe which led to multiple people, including myself, attending other gyms for the summer months. When calling and complaining the response was we dont know when itll be fixed from the morning manager on site. The owner of this gym also fails to maintain any of the equipment and only conduct maintenance when something is completely broken. I notified an employee that a ***** bench machine was inoperable and they simply put up a tiny paper saying out of service. I attended the gym the following day and saw that the sign was no longer there so I used the machine. Turns out, the machine was still completely broken and almost caused my to tear my shoulder. Obviously, there is a contract in place to prevent lawsuits from being injured in a gym, but that is unacceptable from a business standpoint. Safety and health should be their top priority, it is far from their top priorities. 1. Unmentioned Cancellation Fees above 100 dollars 2. Air Conditioning broken, forcing members to pay while the gym is unbearably humid and hot, making it difficult to breathe prior to any exercise and making exercise dangerous.3. Maintenance and broken equipment not being properly addressed on time or in a safe manner.
Business Response
Date: 10/16/2024
Thank you for being a member with us. We have gone ahead and made the exception to cancel his membership immediately, we have waived the balance, and we have waived the cancellation fee.

Jersey Strong does not have any hidden fees. All fees are described in our agreements, on our website, and further explained upon request. Mr. Sosa had a VIP+ membership which gave him access to all Jersey Strong locations. If he found his home club to be not up to his standards, he had 9 other locations to choose from, 3 of which are in close proximity to his home address. We will internally review Mr. Sosa's equipment feedback.
Customer Answer
Date: 10/16/2024
[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22426806, and find that this resolution is satisfactory to me.

Regards,

Owen Sosa
Initial Complaint
Date:07/24/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When signing up in person, it was not made clear to me that an external account on the iClub website had to be created in order to cancel. Phone calls were responded with by telling me to log into that account, which I assumed was created for me after having been a member for a month and a half, but it was not told to me when signing up. This created complications and now there are fees due in advance in order to cancel as it is beyond their 15 day processing period before the dues are to be paid. Failure to make the cancellation process clear is unacceptable, customer support is being stubborn and refusing to remove the charges.
Business Response
Date: 07/26/2024
************** enrolled 6/06/2024 on a membership with an initial term of 1 month. He requested to cancel on 7/19/2024. Though we have a 15 day cancellation period we made the exception to set his membership to cancel as of 7/29/2024 with no further payments due.
Initial Complaint
Date:07/08/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been attending Jersey Strong gym in *********, New Jersey for about 9 months,5 days a week and I enjoy the gym.Over the last two weeks however,the air conditioning has not been functioning properly making it uncomfortable to work out.When I brought this to the attention of the staff,no one seemed to know what the problem was or whovto contact to complain.There were also no signs about what the problem is or when it would be resolved.It is an uncomfortable environment and I think members should know what is going on.Perhaps some restitution to gym members.
Business Response
Date: 07/15/2024
We were aware of the air conditioning issue as soon as it occurred. Repairs began right away and the units were being rebuilt and new parts were ordered. We apologize for any inconvenience.
Customer Answer
Date: 07/15/2024

Complaint: 21959915

I am rejecting this response because it   has gone on for over 3 weeks. There is still no communication to individual members about the problem. Besides waiting for parts, what other measures have been taken to make the gym cooler like portable AC units or more fans ?
There still is no ETA as to when this will be resolved. It is unfair to members and if it   continues for over a month, some type of compensation should be provided.
I know if it   were my house, I wouldn't wait over 3 weeks to make some changes.

Regards,

************************
Business Response
Date: 07/19/2024
We have been working diligently on HVAC repairs. The gym is open and operational and fans are in use. Mr. ******* membership gives him access to all 11 Jersey Strong locations, which he is more than welcome to use if he feels Manalapan is too hot, two of which are only about 15 minutes away from the ********* location. Thank you for your patience and understanding
Customer Answer
Date: 07/21/2024

Complaint: 21959915

I am rejecting this response because:
Can you at least consider to post signs about the situation, an approximate date for resolution and propose to visit other Jersey Strong locations?

Regards,

************************
Business Response
Date: 07/23/2024
Thank you for your input. We will take your suggestion into consideration.
Initial Complaint
Date:06/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In March 2023, I signed up for a Jersey Strong gym membership over the phone. I was told it was a 12 month membership and after at least 12 months with them, I could decide to renew or not renew without any cancellation fee. Throughout this time period, the gym has made numerous erroneous charges on my debit card, including charges for wrong amounts, charges at the wrong time, and charges that just should have not existed at all. My bank has successfully disputed these charges and is currently disputing one and given the frequency, my bank has blocked them as a merchant from charging my card. Their staff members have also cursed me out, verbally harassed, hung up on me on the phone, and ignored my calls. They are very hostile and difficult to deal with or talk to. I also spent much of that year with my gym membership on their student freeze, in which I still pay a monthly fee but at a reduced amount. Within the last month I called them to finish up my account with them, only to be told I will have to pay my owed amounts and a cancellation fee first. I do not know what these amounts are for or why I would be paying a cancellation fee. The staff member who signed me up told me I had to be with them for 12 months to avoid the cancellation fee, but now this staff member told me that I had to invest enough money equivalent to their gym dues for 12 months to be exempt from the cancellation fee. This was never communicated to me. I have recently received an email from them threatening to move into collections. Given how hostile and dishonest they have been to me, I am seeking the assistance of the BBB to resolve this matter. I am a college student with bills to pay and I simply wish to not be harassed and taken advantage of by a corporation. Feel free to contact me for any additional information. I look forward to hearing back from the BBB and I appreciate your efforts.
Business Response
Date: 07/15/2024
Mr. *****************;was provided with a copy of his agreement at the time of enrollment. If the terms did not meet his expectations he had 3 operating days to cancel and receive a full refund. **************************** is currently past due for $257.78. We will make the exception to cancel the member upon payment of only $106.63 instead of the full balance.
Initial Complaint
Date:06/17/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid about 319 up front with a conversation had with the employee who signed me up that if I wasnt satisfied with my membership I could cancel & a partial refund would be issued. He also stated if I paid monthly Id have to pay $100 to cancel early. Im not satisfied with my membership & am being told I cant cancel until my contract is over.
Business Response
Date: 06/28/2024
As explained in the terms of the membership, a refund for prepaid membership was only eligible within the first 3 operating days of the membership as per the state mandated 3 Day Cancellation policy. Section 4 of the terms states that any prepaid funds are nonrefundable.
Initial Complaint
Date:06/07/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I joined Jersey Strong gym in October 2023 and was told I can cancel anytime provided I pay the roughly $100 cancellation fee. Since I enjoyed the personal training, I added the personal training option to my membership in November 2023. I was not told that I could not cancel that option for a year. I am a retired US Army officer and spend my time between the ** and ******* (where I have family). I am going back to ******* on June 30th. I canceled my membership and paid the cancellation fee. Unfortunately, after canceling my membership Jersey Strong told me that the personal training agreement cannot be canceled until November 2024. They expect me to pay them $45 per month until November 2024 for absolutely NO service. I couldnt even use the gym if I wanted to, as my membership is canceled (and I will be in *******, of course). This is a predatory and deceptive business practice. They cannot be permitted to take $45 per month for the next 5 months for NO service! This is unjust enrichment. This is also contract trickery, a contract of adhesion. How can you say I can cancel my gym membership at any time, but then bind me to a personal training contract after I cancel my membership? My membership number is **********. I wish to be released from this personal training agreement immediately. Thanks for any help you can provide.
Business Response
Date: 06/17/2024
This was resolved directly with the member as satisfactory
Customer Answer
Date: 06/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me provided they actually follow through and NOT charge my account $45.19 on 29 June 2024. The last time I checked my account online, my account was still pending a $45.19 payment on 29 June 2024.
Regards,

*****************************
Initial Complaint
Date:05/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been in treatment since March 6, 2024. I havetried numerous times to contact the Generak Manager of the Ocean location to where I belong throughb ************* messages to no avail. I receice no response. I need help... I will be in treatment for a minimum of 6 mo. My phone calls to them were to freeze my account. But I receive no response!
Business Response
Date: 05/15/2024
We apologize to hear of any confusion. Freeze requests are handled by our billing company **** Requests can be emailed to **************************** for future reference.

We want to help ***************** anyway we can. We have adjusted the balance on his account to reflect the medical freeze rate and have set his membership to freeze going forward for the next two months. We request that ***************** submit a doctor's note at his earliest convenience. If more time is needed, please contact *** to continue the freeze.
Customer Answer
Date: 05/16/2024

Complaint: 21661510

I am rejecting this response because:I have throught the steps sent by Jersey Strong Fitness and I am still getting several phone every morning pertaining to the same issue...

Regards,

*******************
Business Response
Date: 05/17/2024
We made the exception to apply the medical freeze rate of $4.99+tax to the past due months for ****************** bringing the past due balance from $159.90 to $79.92. ****************** will remain on medical freeze until July 28th until he tells us otherwise. We hope this helps.
Customer Answer
Date: 05/24/2024

Complaint: 21661510

I am rejecting this response because: According to ********************* **** Fitness) there has been no reduction or freeze to the account---And I am still getting numerous phone calls a day even though my Dr. sent in the corresponding information...Thank you

Regards,

*******************
Business Response
Date: 05/31/2024
Since we did not receive any freeze requests or medical documentation until after the bill date, we made the exception to reduce the balance owed and apply a freeze going forward to help. As mentioned, the balance on the account was adjusted to reflect the medical freeze rate as an exception. The current balance is now $85.24 instead of $191.88. Notifications will continue until the balance is paid. The membership has been placed on freeze until 7/28/2024.
Initial Complaint
Date:03/21/2024
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed a 12 months Personal Training contract with JerseyStrong to work with a personal trainer that specializes working woth people post surgery. Was happy for 3 months with the trainer, and then he left to another gym. They could not find a good replacement for 2 months and finally did find someone who was available to work with me twice a week. The contract is for 3 days a week, so I asked them to lower my membership. For 3 months I was getting the run around and finally after an additional 3 months, they are not decreasing my membership. They are in breach of contract and I want everyone to know that they are crooks, and never respond to my support tickets. I will be taking them to small claims court as they have been in breach of contract for the past 3 months and I refuse to continue this for another 6 months. Worst gym ever!!!
Business Response
Date: 03/22/2024
We have resolved with the member directly as satisfactory
Customer Answer
Date: 03/22/2024

Complaint: 21469554

I am rejecting this response because I have not gotten anything in writing, no one has contacted me, nor has my monthly bill lowered. How could they say that this was resolved?

Regards,

Ed Srags
Business Response
Date: 04/04/2024
Mr. ***** spoke with our Personal Training director on 3/29 regarding the changes being per his request. This has been resolved
Customer Answer
Date: 04/08/2024
[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.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

Ed Srags

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Jersey Strong is NOT a BBB Accredited Business.