Business Profile

Health Club

Jersey Strong

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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.

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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:03/19/2024
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.
Supposedly ************************** tried to contact us in regard to my daughters frozen/closed membership at the gym jersey strong. No emails no communication. Daughter who lives out state received a call from collection agency. I have been a member at jersey strong over 25 years. They scam their members every day with bogus charges I have used personal trainers for years it is a revolving door. They underpay them. Do not give any notification when your sessions are about to expire or contract ending.
Business Response
Date: 03/19/2024
We resolved this situation directly with the member *************************** as satisfactory
Customer Answer
Date: 03/19/2024
[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:03/15/2024
Type:Billing 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 a member at WOW/Jersey Strong since around 2010.I tried a PT training session last year which I found out about via email in Feb 2023. I signed up for the program but was told that I would be able to cancel after three months. I specifically asked because I was getting married in May and would no longer need the services and just planned to continue with my membership using the Robinsville location. The man signing me up assured that this would be okay. The trainer was nice but he would often cancel and I ended up just not using all the sessions because of how difficult it became to organize meeting times. I moved and started attending the Robinsville gym, inquired about canceling, they gave me a phone number and I canceled in June 2023. To my knowledge at the time, I no longer had the sessions and I went to the gym here and there since with no problem.About a month ago, I came back to the Tinton falls location and was locked out of the open path feature. I went to ask the front desk for help and was told that I owe over 2000$ for PT sessions and that everything was already sent to collections in June. I panicked & had no idea that they even tried to charge me since June. I had no declined charges on my credit card, they also never called me or told me that I am missing payments or anything of that nature. All the while, I am still paying my normal membership fee? I called the *** fitness solutions and they told me they cant help. Went back to the gym, they gave me a different email to try. I emailed the customer service. They have been taking the full week to answer at a time and revealed that I am STILL being charged for more sessions although *** already tried to fix the issue. They are not helping me although I was completely misled and blindsided by the employee that signed me up. I dont really know where else to turn which is why I am filing a complaint here as well. I want the charges removed and to just be in good standing with the gym.
Business Response
Date: 03/26/2024
In February 2023, *************** enrolled in a 12 month Personal Training program. She paid for one month of the program and all subsequent invoices for the program were declined. The program was sent to collections for $1,760. Since *************** is a long time member, we will be happy to make the exception to settle the debt and remove from collections upon payment of $320.
Initial Complaint
Date:02/19/2024
Type:Customer Service 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 cancelled my membership in December. I honored the agreement signed and paid the extra money necessary to cancel my account. No problem there.The big problem I'm having is I am getting the run around trying to cancel my personal trainer fee of $90 per month even though I am no longer a member of the gym.The staff at the front desk play dumb when you ask them how to cancel the personal trainer. Their website has a "ticket" you can fill out which includes a field for "adding or cancelling personal trainer". I have done that form multiple times but nothing happens. When you click on the send key there is no confirmation, no receipt, no anything. It's a complete scam. I am sure the BBB gets many complaints like this. Can you help me stop paying $90 per month for a service I am not getting from a gym that I am not a member of?
Business Response
Date: 03/15/2024
Mr. ***** enrolled in a Personal Training agreement with an initial term of 12 months. He chose to cancel his membership prior to completing his Personal Training agreement. In lieu of accessing the gym by using a membership, he may purchase guest passes to utilize the training program until the completion of the initial term. Mr. ***** currently is responsible for 6 remaining months of Personal Training.
Initial Complaint
Date:01/18/2024
Type:Order 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.
Last year 10/22/2023 I signed up for a membership with *************************** at the Robbinsville Jersey Strong Location and initially stated that I as well as my gym partner both would be attending college the following year and chances are would at some point be leaving the area and wanted to make sure there were no cancelation fees or anything. We were told that if we cancelled before the year 2023 ended there would be. In **** now when I go to cancel my membership I am being told I will have to pay a $150 buyout fee due to canceling before my 24 month contract was up. At no point was a 24 month contract agreed on nor was the membership shown. She told me we would take a quick tour and go quickly through the rest of the sign up only turning her computer screen once to show me how my signature came out on screen then quickly turned it back giving no time to read or discuss what was on the screen. Based on what was spoken about and what I am experiencing today there were clear differences. As a college student I simply cannot afford to be hit with a charge that was never brought up at the time of enrollment and that is in fact the complete opposite was told to me. A fact the bolstered my decision to join in the first place which is the exact reason I decided to join in the first place aiming to avoid this very situation.
Business Response
Date: 01/29/2024
Since ************ is a student she has the option to submit a copy of her student ID to *** and receive a reduced student freeze rate while she is away. A copy of her agreement was provided at the time of enrollment for her to review and reread through the terms & conditions. All memberships require a $100+tax fee which is either paid at the time of sign up or cancellation. If the member chooses to cancel after being a member for 24 months, the fee is waived. At this time ************ has been a member for 3 months so her options are to freeze her membership while she isn't using it, cancel now by paying the $100+tax fee, or remain a member enjoy the gym and cancel at a later time.
Initial Complaint
Date:01/15/2024
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.
Hello,

I would like to start off by saying that i have been a member since 2017. My dues were $19.99 and after the pandemic, they went up to $29.99. I understand that now there are memberships for $19.99 that include more amenities than i currently have. For instance, I have a VIP membership that does not include all of the classes. If you check my account, I basically only ever use the classes. Since the pandemic there have been much fewer classes offered at the Edison location.

You recenlty told me to speak to the manager at the location. I spoke to him today. I explained to him that i know people have been signing up for new memberships at $19.99. I also know people who have canceled their memberships at a higher rate and re-signed up for the cheaper rate. He said that he could get fired for asking him to do what i was asking him to do. I said i wasn't asking him to do anything. I was asking how I can cancel my membership and rejoin at this $19.99 rate that includes all of the classes. He then told me to contact corporate.

So here I am...contacting you again. I'd like to know why someone who has been a member since 2017 with no issues is paying more for a lower tier membership than new people especially considering that there are far fewer classes.

The solution for me is not to speak to the general manager since he has already referred me to you.

I am asking that you please change my membership to be all inclusive at $19.99. If this requires me to re-join or whatever, that's fine. I don't understand why you have to put people through this. I'd like a response back please.

John
Business Response
Date: 01/17/2024
This was resolved directly with the member as satisfactory
Customer Answer
Date: 01/17/2024
[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.
I really appreciated the fact that they took the time to listen to me and make things right. It really means a lot to me that they understood my point of view.

Regards,

**** *************
Initial Complaint
Date:01/12/2024
Type:Product 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 had signed up for their prepaid membership and used their facility for 1.5 months . I developed a medical condition in my foot due to which I am seeing an ortho and undergoing physical therapy. Due to the uncertainty and inability to use the gym in the near future we are asking to cancel the membership. We have been running to the gym/ customer care / iclub/abc fitness and filing complaints and they all keep make us run around in circles. It should not be so hard for a person to back out of a membership due to medical conditions. The customer care is unprofessional and provides delayed responses without satisfactory resolution to the situation. This experience is diminishing any future desires to join the gym at a later date when Im fully recovered and cleared by my doc to continue workouts. This makes me want to dissuade all my friends from going to this gym. I was assured cancellation will not be hard at the time of joining but this is getting ridiculous. Hope to get a full refund for all the trouble we have been put through jumping hoops.
Business Response
Date: 01/23/2024
In August 2023, Ms. ****** chose to enroll in a membership in which they prepaid for their membership. Due to their situation, we will make the exception to treat their membership as if it was billed monthly. We will issue a refund of $95.02 and the membership will be canceled immediately. We wish them all the best and thank them for being a member with us
Customer Answer
Date: 01/23/2024

Complaint: 21137731

I am rejecting this response because:
I am not clear what you are offering. Your message says your are offering to reimburse $95.02 and cancel membership whereas I paid a total of $510.73. I used the membership for about 1.5 months out of a total 16 months. Please clarify.

Regards,

***********************
Business Response
Date: 03/21/2024
****** has been resolved with the member directly. As of 3/14/24 they directly corresponded to me that they will use the gym when they are able.
Initial Complaint
Date:12/22/2023
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.
6/2023 i signed up and have had the worst experience of my life. I was told it would be free for the first 3 months, and I signed up for a PT as well. They charged me full price, an intial, AND annual fee with out disclosing that prior to signing up. They told me I would be emailed a contract that I can look over, but have yet to recieve any physical documentation. There was a complete lack of transparency. They would dodge my questions about bill breakdown or my account information and hang up on me during the phone call at times. I was told a manager would call me back several times, but they never did. Their website contact information is unreliable. The support tickets, would take weeks to month or even no response. I would request a reset account link, and i would never get it. I have been unable to access my account, despite following their instruction despite trying to get help from them for months. Recently on 12/14/23 I try to cancel my membership and my Personal Training, for cancelliatoon, but they neglected to tell me that I had an outstanding balance on my account for missed trainings. It does not make any sense because I was chagred for my membership still. And my billing information is correct. I then call on 12/21/23 to check in with my account, and they told me my remaining balance of $405 was sent over to collections without ever informing me our given me information on my contract! I tried reaching out to the billing agency as well, but they do not have any reliable contact information on their website. I would like the collections taken off my account, and to create an arrangement to pay off the rest of my contract. This is very shady business practice, and I am being penalized for their fault in communicating, informing me of contract details, and taking payments from my account. This business franchise needs to be investigated because there is an overwhelming amount of people with these same complaints. This seems like a full on scam.
Business Response
Date: 01/02/2024
Our records indicate that when ************** chose to enroll in her membership agreement and again in her personal training agreement, copies of the contracts were sent to the email address provided. If additional copies were needed, we would have been happy to provide them. As ************** is requesting, we will make the exception to remove the agreement from collections and she may make payments towards the balance at her convenience until the total is paid in full. We will go one step further and waive the $100+tax cancellation fee associated with her membership. We hope this helps.
Customer Answer
Date: 01/05/2024
[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 wish to follow the plan of action, but I want to clear up/confirm a few things. In my complaint I said that the Personal training account is what was sent to collection not my membership. Wanted to confirm that. I also wanted to know what to do if I already paid the collections agency. Would I get a refund sent to me for $100+ compensation. Is there someone I can speak to directly to resolve this and make this easier? My personal number is ************. I would appreciate a call to better resolve this issue. Thank you.

Warm Regards,

Ajna *****
Customer Answer
Date: 01/30/2024

Complaint: 21046691

I am rejecting this response because: Would I get a refund sent to me for $100+ compensation. Is there someone I can speak to directly to resolve this and make this easier? My personal number is ************. I would appreciate a call to better resolve this issue. Thank you.

Regards,

Ajna *****
Business Response
Date: 01/30/2024
The exception was made to waive the $100+tax fee that all members are required to pay. No refund will be issued since the fee was not paid. All communications are handled via support ticket if there is anything else we can help you with.
Customer Answer
Date: 01/30/2024

Complaint: 21046691

I am rejecting this response because:
The fee was paid through collection so I am not sure what you mean. Regardless, why was this exception offered if it did not apply to me? I am sure there is an exception that can be made considering the circumstances.

Regards,

***************
Initial Complaint
Date:11/30/2023
Type:Order 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.
Signed up for gym membership. Paid a year upfront 780$. Making it super hard to get out of contract. Giving bad directions. Nothing on website. Spoke to GM. Not helpful, giving me the run around. I called billing company, they said I have to do it through gym. *** tells me I have to go online. Nothing online to cancel. *** tells me to call billing company, they send me back to gym. Submitted help ticket. No response.
Business Response
Date: 12/20/2023
This has been resolved directly with the member as satisfactory
Initial Complaint
Date:10/05/2023
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 talked and talked to manager of branch without any resolution. It seems all they care is money. This is believe it or not prior to covid. It was right around before major pandemic hit. I and my daughter had asked to join membership few month prior to covid. We went a couple times. When covid came as we all know gyms where closed for a while . I had asked for money back but with no avail. I was told that I have to pay a fine for early termination. I said ok let's do this. And as far as I thought we where done. I thought our membership was done. I still kept getting bills in mail although I thought I was done with them. Apparently they didn't belive si. It's has been almost 2 to 3 years that I haven't set foot in gym and to this day they want to forcibly bill me and then send me to collections. This is unacceptable. If it keeps up iam going to use the legal system
Business Response
Date: 11/03/2023
Mr. Khlat joined our ******** location originally in 2018. ************* joined originally in February 2020. During the Pandemic, no members were billed for their memberships. Once facilities reopened, we gave all members the opportunity to freeze their membership at no charge for an extended period of time. Since we did not hear from the Khlat family when the freeze period ended, their memberships were active and billing resumed. The memberships were sent to collections in March 2021. Mr. **********;and Miss **********;chose to rejoin the gym in August 2021 on new memberships. At that time, we accepted settlement amounts to remove the previous memberships from collections and waived the remaining balances. We do not have any records of freeze requests or attempts to cancel for their newer accounts. Their membership accounts were sent to collections in April 2022. In hopes that we can help the **********;Family we will make the exception to accept 50% of the amount due to settle the account. We hope that they choose to rejoin us in the future.
Initial Complaint
Date:10/02/2023
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.
Signed up 4/4/23 - was told I could cancel any time that I wanted. Was not told by employee there were cancellation fees. 4/6/23 - signed up for PT and was told I could cancel any time and that you did not have to be contracted for any set time. Come to find out after trying to cancel that their employee out me into a 12 month contract with out my knowledge. I even spoke to him over the phone and he explained there are 3, 6, and 12 month contracts. All of this was new information to me and if I had known this information, I would have only agreed to a 3 month contract at best. This company never discloses all of the information and does not show you the contract at the time of signing. They just say they will email one to you later on. All you do is sign this electronic signature box, so it is easy for them to lie and put whatever they want on the contract. I have tried numerous times to get it rectified, and corporate does not even try to help at all. I was having issues with the training they assigned me as she had even canceled on me and then drop me because it was too much for her schedule...so then when I try to cancel they tell me I cannot and are still charging me. Now I requested to cancel my regular monthly membership and they are trying to charge me $106 to cancel! Again, I was never told there were cancellation fees! They make it out like it is easy to cancel but they straight up lie to your face. I feel like they are a very predatory company and are super unethical. Their staff needs to be trained better when it comes to disclosing all information. Their ****** reviews, BBB reviews, and their old reviews under their old name, "Wow fitness", all show that they have been doing this to customers for years. No one from corporate will even speak to you, all you can do is email a support ticket and they take over a week to answer sometimes. I think this is fraudulent and I want both my monthly membership and PT membership canceled with out any fees.
Business Response
Date: 10/03/2023
We appreciate Ms. ******* being a member with us. The details of both agreements were explained at the time of enrollment, provided in writing via email, and discussed via support ticket. If the details of the agreements she selected did not meet her expectations, ***************** had 3 operating days to cancel and receive a full refund. Though ***************** chose to enroll in a 12 month term personal training agreement and membership, we will make the exception to waive the remaining invoices owed and cancel both agreements upon payment of $106.63. I have gone ahead and set both agreements to cancel. The $106.63 is scheduled to be billed on 10/28 and her membership will remain active for use until 10/29.
Customer Answer
Date: 10/06/2023
[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,

*******************************

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Jersey Strong is NOT a BBB Accredited Business.