Complaints

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

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Jersey Strong has 13 locations, listed below.

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• 

  Jersey Strong

  1800 State Route 34 Ste 402 Wall Township, NJ 07719-9167

• 

  Jersey Strong

  2345 Route 66 Ocean, NJ 07712-3961

• 

  Jersey Strong

  3681 Route 9 N Ste 31 Freehold, NJ 07728-2675

• 

  Jersey Strong

  300 Gordons Corner Rd Manalapan, NJ 07726

• 

  Jersey Strong

  3857 Route 9 N Old Bridge, NJ 08857-2717

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:08/31/2023

  Type:Sales and Advertising 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.

  Bait and switch

  Business Response

  Date: 09/01/2023

  We're sorry **************************** felt we did not meet his standards. We have extended the 3 day cancellation policy for all of the agreements he enrolled in and have issued a full refund to the card on file. 

• Initial Complaint

  Date:08/28/2023

  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.

  Last year I signed up for a Membership with the ************* of Jersey Strong and fell victim to their incredibly deceptive and predatory marketing.They made promises that it would be affordable for a college student, that I would be able to cancel or freeze as soon as I go back to college and be able to return next summer.Through this process they convinced me to also purchase personal training as it would be affordable since Id only be doing it for a couple months at a time anyway, personal training alone was around $200.As some background, I suffer from moderate ADHD combined type, and as I was trying to read the contract the person helping me insisted that if we are to take a tour of the gym and if I am to have a workout then we are to get through the contract quickly and quickly flashed me his computer monitor which allegedly had all the information needed, none of which I was able to comprehend. This was my first gym and I was very **** so I trusted the salesman to be honest in what he told me.After I signed I would find out that having personal training boosts your membership to the highest paid tier of $80 and locks you into that tier of membership.In addition, where the problem truly began for me, was in September when I returned to college I tried to cancel my membership and was told that I needed to cancel personal training first. I followed the steps to cancel personal training and was denied being told I was on a 12 month contract. Believing this was an error I called the salesman and told him there had to be a mistake as I was told I would cancel in august and come back the following summer, he then informed me if I paid attention to what he flashed me on his monitor I would know they only do 12 month contracts, something that was never said over word of mouth and something shown to me too quickly for me to understand.$3000 and 8 months of unused membership later and Im still paying the debt off as a college student.

  Business Response

  Date: 08/30/2023

  We appreciate ****************** being a member with us. According to our records, he enrolled in membership on 5/22/2022 and Personal Training 5/23/2022. I'm sorry if there was any confusion at the time of sign up as I was not there. Both agreements were immediately available to him for review in his email, online, and upon request would have been printed for him. If the terms of either agreement did not meet his expectations, he had 3 operating days from the start date to submit a cancellation and receive a full refund. We did not receive a 3 day cancellation request for either agreement. ****************** was also given the option to freeze the agreements at a reduced Student rate. Personal Training was canceled at the completion of the initial term in April 2023 and the membership was canceled at the completion of the initial term in June 2023 with no further payments due.  We wish ****************** all the best. 

• Initial Complaint

  Date:08/26/2023

  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.

  My son started a Jersey Strong membership when he was in high school. In 2019, he moved to ******** and cancelled his membership. He has cancelled it online, he has made phone calls, he went to the Wall location the last time he was home and was told that his membership had successfully been cancelled, just this past June. Then, yesterday, he called to say that there was $100 card. He has learning challenges and every phone call, every time he successfully logs in takes more time and energy than it does for many of us. You have been a risk to my son's health more than a help. You are liars. All of the complaints here confirm for me that you are a terrible business with shadey business practices. I just spent half an hour on the phone with your terrible automated system to get nowhere. This is absolutely unacceptable!!

  Business Response

  Date: 08/30/2023

  n reference to complaint #******** - ************************* is not an active member and they did not list the actual member's name. JONAH *********** CAUM is the member I believe she is referring to. ******* is not listed on the account as purchaser and he is not a minor but the address and last name match and the emergency contact is "*******". No attempts to contact Jersey Strong or *** Fitness (our billing company) have been recorded for this account. Cancellations are not accepted over the phone or in person. There have been no $100 charges nor is $100 owed for this membership. I made the exception to put in the cancel date of 8/31 with no further payments due for ********************* ****. 
  

  
  

• Initial Complaint

  Date:08/03/2023

  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.

  I had a family membership at Jersey Strong, and I was only a member on the family plan and not the primary account holder. Once Covid hit, we cancelled our gym membership after going in person to the office, calling the main office, and going back in person once more. We were told our account was successfully closed, and that we were done. However, debt collectors have been reaching out trying to contact me about debt owed, and saying that the membership is not filed as closed. This is not the first time, and following the initial harassment we called Jersey Strong again, and confirmed everything was closed with the account and we did not need to take any further action. Jersey Strong staff is inept at handling membership cancellations, and even though we were told in person that everything was done and taken care of this problem is still coming back years later to deal with. It was gruesome enough to try and cancel the membership, but now that we were told it was done we're STILL being contacted and threatened by debt collectors due to Jersey Strong's inept ability to provide quality customer service with something as simple as cancelling a membership. This is absolutely unacceptable, and we do not owe Jersey Strong any money for a membership that we confirmed, both in person and over the phone, was successfully cancelled.

  Business Response

  Date: 08/04/2023

  We appreciate the ******* family being members with us. Though they may have joined around the same time or used the same billing information, each and every membership is handled individually. We provided cancellation instructions to ***** when requested and her membership was successfully canceled. The cancellation request screen does indicate "members with separate agreements will not be included in this cancellation request". However, the instructions were not used for any of the other family members therefore their memberships remained active until they were ultimately sent to collections. We apologize for any confusion on their part. We will waive their balances and remove them from collections as an act of good faith. We wish them all the best 

  Customer Answer

  Date: 08/04/2023

  [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.They recognized the confusion in membership cancellations and are waiving any balances, and removing us from collections. This also implies that we are confirmed no longer members, as described by their action and response. I expect any interaction with Jersey Strong to be concluded, as well as any financial obligation to be concluded at this point. I also expect to have the ******* family's ended membership and personal data removed from their system, if they are able to remove any and all personal data.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/21/2023

  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.

  5+ years ago I had a membership at the wall location, i was told if I moved to where there were no jersey Strongs I could cancel my membership, moved to malvern NY candelled my membership then found out months later it was never csncelled and they kept charging **** don't expect a resolution or even honesty from these people. If you take a look at EVERY. SINGLE. ONE. of their "corrective responses", it's just them going you didn't read the fine print, pay us. They know darn well that their sales people say anything they can get people to sign the contract, they don't go into detail, they don't explain the membership agreement emailed to people actually says that despite anything verbal said or deals they are running you cannot cancel for any reason without being charged or paying egregious fees.Let's be real here, I leave this is a warning for other by someone sent to collections over this.You haven't seen a dime from me chasing me for it for 6 years and you never will no matter what collection or charge off company/lawyers you send it to.You guys are crooks who don't care about the people who pay to work out by your own words(your management team in wall anyayway)anyway way, jersey strong ONLY CARES about the people who pay for memberships and don't show up, or the ones that pay for their personal training that doesn't work.Signed a body builder who laughs at your "trainers" get the skinny kiss a hamburger.

  Business Response

  Date: 08/03/2023

  We at Jersey Strong would never mislead or misinform our members or guests. Information regarding our terms & conditions is readily available on our website, contracts, in person, or explained by our support staff. 
  
  ************ enrolled in a 12 month membership, completed 6 months of the initial term, and did not submit a cancellation request or valid Proof of Move document for early cancellation. Due to the delinquent balance, the account was eventually sent to collections after numerous attempts on our part to resolve the balance. 
  
  We will make the exception to waive **************** balance and remove the account from collections as an act of good faith. We hope this helps and we wish him all the best. 

  Customer Answer

  Date: 08/03/2023

  [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.

  As long as they actually waive the balance. Thank you.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:06/13/2023

  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.

  On April 12th 2023 I spoke to ***************************** at Jersey Strong ************* And per our conversation a monthly fee and could cancel any time without a fee.Two months later I went to cancel and they said that I would have to pay a cancellation fee .I have tried to pay in person , but they would not take cash . They put a few ticket request via their computer. But not response .They also cant cancel in the premises. Which is very strange ?I have called the customer service number (which seems to be in another country) and they send me and email on how to cancel on line . Which is the number provide on the web site. When I go on the web site it will not let me cancel without paying the total with cancellation fees .I told customer service to cancel my membership and bill for the month that I owe . Memberships #********** I wanted to cancel due to medical issues . Im on disability

  Business Response

  Date: 06/26/2023

  All memberships require payment of a deferred enrollment fee at the time of cancellation if the membership has been active for less than 24 months. This is explained in the member's contract and was explained in person. We will take ******************** word for it and reduce the fee to 10% of the total contract price as if we had received a doctor's note stating "permanent disability". We have gone ahead and adjusted the account to reflect this exception. *************** may make a payment online or by calling the location

• Initial Complaint

  Date:05/08/2023

  Type:Product 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 canceled my membership with Jersey Strong - Wall - and was told once I cancelled it that everything was cancelled.Months later I get a call from a collection agency that I owe $400 because I didn't cancel my PT that I had signed up for, I received no services from them for the PT after I cancelled yet they sent me to collections. They never contacted me telling me I owed money or had a balance due in the matter, just straight to collecitons.This gym is one of the most corrupt organizations I have ever dealt with, they make it impossible to reach them and no one in the facility can help you.

  Business Response

  Date: 06/14/2023

  According to our records, on 12/22/2022 ************ enrolled in an add-on service with an initial term of 6-months. The add-on agreement was not eligible to be cancelled until the full initial term was completed. When his membership was cancelled, his add-on service continued to be billed until the initial term was completed.  As no payments were received, the agreement was sent to collections of 4/23/2023. Please know, ************ was not billed for any months beyond the contracted initial term. 

  
  

  Our records indicate that ************ has paid the past due balance in full and his account has been removed from collections. 

  
  

  We wish ************ the best of luck in meeting his future fitness goals!

  
  

  Customer Answer

  Date: 06/14/2023

  [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,
  
  ***********************

• Initial Complaint

  Date:04/28/2023

  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.

  On October 24th 2022 I met with assistant personal training manager *****************. Before agreeing to sign up for a membership or training I asked if there is a contract or if I am able to cancel at any time. I explained that I am a travel nurse and cannot commit to a contract. ****** stated that I do not have to do personal training for any required length of time and to cancel I need to give two weeks notice before the next billing cycle, so I proceeded to sign up. In December 2022 I experienced a job change and a move and needed to make some financial adjustments. I contacted the gym about cancelling my training, in which ****** said I needed proof of disability or proof I was moving over 30 miles away. I reminded ****** she is the one who told me I could cancel at any time, she did not say there would be any requirements. I spoke with the head manager in person who was not helpful. He rolled his eyes, shrugged his shoulders and stated "you signed a 12 month contract there is nothing we can do to help you." I challenged management that I was never aware of any contract as I was told I was able to cancel my membership and training at any time. I was never provided with a paper or electronic copy of a contract. All I did was sign my name electronically on a pad when I originally signed up. Management still refused to help me come to any resolution. I then researched online and was able to pay a fee of $156.50 on December 28th 2022 to cancel my membership and received a confirmation email/receipt from Jersey Strong stating "The card on file information on your account was used to satisfy any outstanding balances remaining. Your membership has been paid in full." Despite this, today, April 28th 2023, I received a call from ********************* Services stating I owe Jersey Strong $3,440. I do not understand how they can continue to attempt to bill me for a service I cancelled and am no longer using. I have not stepped foot in Jersey Strong since December 28th 2022.

  Business Response

  Date: 10/04/2023

  We will make the exception to waive any remaining balances and cancel the agreements in an effort to resolve this issue as satisfactory. 

  
  

  Customer Answer

  Date: 10/04/2023

  [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,
  
  *****************

• Initial Complaint

  Date:03/28/2023

  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 joined this gym in wall for ***** a month. After getting my free training I was lied to buy the trainer that I would only be paying 122 a month. It hasn't been 2 months yet and I'm getting charged for a service that I'm not using. I called to cancel they told me I have to submit online which I did on 2 different occasions one for canceling the training which I was told It was canceled but only after my 12 month term was up.. this was never explained to me in the gym when I signed up. Mind you when I signed up I wasn't supposed to start the following Monday as told by the trainer another trainer would reach out. Never did. 2 week went by nothing. I then called to cancel because it was unprofessional business on their part. As I started to cancel I was being lead on til the 16th day so that I wasn't able to cancel the trainee told me I had to come in to cancel through text. And when I missed coming in due to overnight working. She dragged it out til the day after the last day to text me how to cancel.. I feel tricked and mentally financially raped. After this I was told by online service that I couldn't cancel completely until 12 month is up... so I then said the h*** with it use the gym. I had 2 training sessions last week was supposed to get 4 for this month I was not put on the list today and I then saw I was being charged for a JS+ account for 33 dollars. The guy at the front desk said I can cancel it online. This is not the case. It's somehow written in with the training. And can't be canceled until 12 months is up... this has all happened since the end of Feb 2023. It's the end of March 28, 2023. I've been charged *****, 56, 122, ***** another *****, and 90. For two days of personal training.. I'm livid. Done!!! I need help to get our of this gym. I will never recommend any jersey strong gyms ever in life.

  Business Response

  Date: 04/11/2023

  According to our records, on 2/24/2023 ****************** enrolled under a personal training agreement with an initial term of 12 months.  On the first page of ******************' agreement with us, under the section titled "Monthly Addendum Option" it states "You may cancel after expiration of your remaining addendum term...". We have confirmed that the agreement was successfully emailed to ****************** at the time of enrollment. At that time, ****************** had 72 hours to cancel the agreement if the terms of the agreement differed from her understanding.  As a cancellation was not received within the 72 hour cancellation period, ****************** is responsible for the full term of the agreement. 

  Included in ******************' training agreement are 2 thirty minute training sessions per month, billed at $90 and our JERSEY STRONG + service, billed at $32/ month for a total monthly charge of $122.  

  The membership monthly dues and annual fees are not included in the payments made for personal training. 

  ******************' training agreement is set to be cancelled at the end of her initial term.  

  We have contacted the Personal Training Manager at our ********* to contact ****************** and set up her training sessions. 

  We hope ****************** will come in and use the club today!

• Initial Complaint

  Date:03/18/2023

  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.

  (Agreement # **********) DISSATISFIED MEMBER On 12/17/22 I signed up for a membership with Jersey Strong in **** and had scheduled a body scan for 1/7/23. On 1/7/23 I came in for my body scan and thought I would be able to go home afterwards but unbeknownst to me I had a free 30 minute personal training consultation with one of the trainers I guess to see if ever in the future if I had any interest of signing up for personal training I would know what it would be like. After my training session, I was escorted back to the office where I had my scan completed and thought that I would be able to go home at this point but instead was asked by the personal training manager so when would you like to come back and train again with *** I was shown the prices for each session and figured ok Ill try the 2x a week option and then I could probably cancel at any time but I was sadly wrong. I was withheld necessary information about the term of my agreement and the policies of the agreement. I was not given any contracts to read over or additional paperwork about the training prior to signing up. All that happened during my appt on 1/7/23 was that I was asked to sign my name a few times on a pad but was not told what for and then the training manager signed my name for a few things that also I did not know I was agreeing to. Before leaving I was asked to pay the $340 for training but afterwards was not given any payment details or a receipt. A few weeks ago I suffered an injury to my back and had told my trainer I would need to cancel my training so I could properly rehabilitate the injury. I was told no but rather I could decrease to 1x weekly and accumulate unused sessions while still paying $340 a month . I was also told that since I had signed up for a year of training I was locked in until 1/7/24 and could not be let out of my contract unless i lost a limb or became deceased even if I showed them medical documentation that restricts me from doing any physical activity.