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

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

• 

  Jersey Strong

  3857 Route 9 N Old Bridge, NJ 08857-2717

• 

  Jersey Strong

  762 Route 18 East Brunswick, NJ 08816-4907

• 

  Jersey Strong

  30 West Front Street Red Bank, NJ 07701

• 

  Jersey Strong

  2345 Route 66 Ocean, NJ 07712-3961

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:02/28/2023

  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.

  I have been trying to cancel my membership with jersey strong. I logged into the membership portal and saw that it would cost $156.50 to cancel, $100 of which is the cancellation fee, and $56.50 of which is the payment for next month (up until march 27). I was not aware of a cancellation fee / deferred enrollment fee when I first signed up. The sales representative just said where to sign without explaining the agreement terms. It also not the end of February yet, so I am unsure as to why I have to pay another monthly installment of $56.50 when the month hasn't come yet and I don't plan on going in March. I was also never made aware of the 15-day cancellation period. If anything, the sales rep assured us that we would be able to cancel anytime.This business uses very deceptive practices and makes fraudulent charges.Agreement# is **********

  Business Response

  Date: 03/14/2023

  We have sent the following response to Mr. ************* however, we have not received a response. 

  "According to our records, a copy of your membership agreement was emailed to **************************** at the time of enrollment.  If the terms of your agreement differed from your understanding, you were able to cancel with no penalty within 72 hours. As a cancellation was not received within the 3-day cancellation period, you are responsible for the terms stated within the signed agreement. 
   
  As you are aware, to avoid being billed for the following month's membership dues, we require at least 15 days notice to cancel your membership.  However, we are happy to make an exception for you to waive the 15 day cancellation period and the 2/28/2023 membership charges.  We hope this helps! 
   
  A pending cancellation has been applied to your account for 3/15/2023.  The deferred enrollment fee is set to be automatically be billed on 3/13.  If the fee is not paid, the cancellation will remain in a pended status and your monthly membership dues will continue to be billed."

  At this time, the deferred Enrollment Fee was paid on 3/13/2023.  His membership is set to be cancelled tomorrow on 3/15.  

  We wish Mr. ************ the best in meeting his future fitness goals!
   
  

• Initial Complaint

  Date:01/31/2023

  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.

  When we were affected by the pandemic, I emailed Jersey Strong (request ******) requesting my membership to be cancelled, 07859-02565. I sent multiple emails and on November 18, 2020 I specifically stated to cancel the membership and that I was receiving calls that my account was overdue. After this email I had no reason to believe that the membership was not cancelled. I recently received a call and then contacted the company I had previously dealt with they advised me that the account had been sent to collections, SWIFT ************. This is ridiculous that after three years the company has the audacity to contact me stating my account is past due for over $529.52. I have not been contacted since 2020 and I will not be help accountable. This company has been billing me without my knowledge and wants me to be held accountable when I have not step foot in that facility since Covid began. I had no reason to believe the account was active and I was being billed. I logged onto the website provided by ***************** and it claims that the remaining invoice total is $501.02 and that amount is due in order to cancel. I refuse to pay this amount. The company better not continue billing me either.

  Business Response

  Date: 02/24/2023

  We apologize for ******************** frustration.  

  According to our records, on 9/1/2020, **************** submitted a request to freeze her family's memberships.  At that time, the 3 accounts were placed on a $0 freeze and we explained ******************** options going forward. Due to the past due balance on her account, ******************** membership was sent to collections on 7/26/2021, in the amount of $177.74. 
  
  However, to thank the Donini Family for being longtime members with us, we are happy to make an exception for her!  ******************** account has been removed from collections with nothing further due.  We hope this helps!

   We hope that **************** will considering returning as a part of the JERSEY STRONG Family in the future!

• Initial Complaint

  Date:01/20/2023

  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.

  In June of 2022 I agreed to membership with Jersey Strong fitness club in *******. A month later I wanted to cancel because my plans of living changed and I am no longer in **. When I signed my membership agreement I was told about the $100 enrollment fee that would be charged if I canceled within a year. The employee (*****) at Jersey Strong suggested the membership and that if my plans changed, I can utilize the student freeze option. I was not told that these months of freezing were not incorporated into my year agreement membership. When I called back a month later, I explained the situation and asked what the least costly option of canceling would be. I was then told that I should do the student freeze account until June, and would then would be able to cancel the account completely without paying the $100 enrollment. It was my understanding that I would then just owe the fitness club $5 a month, and then be able to cancel in June. without paying the $100 enrollment. In order to do this I had to reach out to *** fitness to freeze my account. The first person I spoke to from *** fitness confirmed that I would have to pay the fitness club $5 and then be able to cancel in June without paying the enrollment fee of $100. took several months for the freeze to finally take place and had to call *** fitness multiple times to confirm what they needed from me for the student hold to initiate. During this time I was still charged the full monthly fees at the club of $48/month. I was frustrated that this was not resolved, so requested to speak with a supervisor so I could possibly be refunded for some of the months that should have been on the student hold. The supervisor i spoke with from *** fitness then informed me that if I freeze my account, I will still have to owe the full amounts for the months that I froze. After explaining my further concern with this information, the supervisor was not able to help me either. This was in December so by this point I have paid 6 months in membership fees to jersey strong fitness. I also pay for 2 other gym memberships with *** fitness and have been a diligent customer which they can see on their records. If I would have known in June when I wanted to cancel and requested the least costly option; I would have paid the $100 enrollment fee and avoided the monthly fees. Instead, I have paid $48 / month and am now being asked to pay the $100 enrollment fee since I have now been told the correct information. I would like the $100 fee waived and/ or refunds for the previous months paid due to the misinformation/ lack of consistency between the representatives of the wall fitness club and the *** fitness company.

  Business Response

  Date: 02/24/2023

  This issue has been resolved directly with the member.  Thank you

  Customer Answer

  Date: 03/07/2023

  Thank you for your follow-up. I am satisfied with the response from jersey strong fitness center, my membership was able to be cancelled and the $100 fee was waived as a courtesy of the miscommunication. 

  Thanks!

  
  
  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:01/18/2023

  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.

  Last year, coming off a knee surgery I signed up for Jersey Strong in ********** **. I was brought into the membership office where I electronically signed a few times and was never handed a paper contract or given a paper contract. Because of my recent surgery, I was hesitant to sign up for the gym and PT but they assured me I would be able to cancel if I found out I was not able to continue working out or had an injury with a doctor's note. Fast forward a few months, the trainer I was working with - of course - was not handling my situation and I became injured now with a back issue. I called the gym and said I have a doctor's note from my orthopedic and chiropractor advising me NOT to continue working out. The said - we don't need a note, you can simply cancel online. Fast forward to 1/17/23 - I was checking my bank account activity and noticed that I have been charged for the past SIX MONTHS $180 per month for personal training. I called the gym and they informed that YES they had canceled my membership back in July but I was NOT able to cancel my PT sessions. I called back again and spoke to someone else who said "that's crazy, if your gym membership is canceled and you are not able to access to the gym, how are you able to use your PT sessions". I was told to email customer support who informed that I had signed a 12 month contract that I was NOT able to get out of for PT unless I have a doctor's note saying I am permananty disabled. WHAT???? I want NEVER told any of this when I signed up. This gym is a total fraud and I am demanding they stop charging my account $180 per month and reimburse me for the past $180 charge for the last 6 months since they "canceled" my membership. The staff at this gym should be ashamed of themselves as should this company as a whole. They are stealing people's money left and right.

  Business Response

  Date: 02/01/2023

  We have received **************** request.  We have sent her the following response through our Customer Support Desk:

  "As stated in your agreement with us, If we receive a doctor's note, written on a script, that states, "My patient is permanently disabled," then you would be billed just 10% of your total contract price and we would be able to cancel your agreement immediately for you, if the permanent disability is fully described and confirmed to the health club by a physician. 
  
  Although the note submitted does not state that you are permanently disabled, we are happy to honor the cancellation request. The 10% cancellation fee for your training agreement is $207.  Additionally, we are willing to go one step further- please know, this is not something we would normally due.  We have applied a portion of your prior payment towards the cancellation fee, waiving the remaining initial term, and cancelling your agreement for you with nothing further due. We hope this helps!
  
  Your personal training agreement has been cancelled and the past due balance on your account has been waived."
  

• Initial Complaint

  Date:12/31/2022

  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.

  After having no choice but to be a member for a year because you can only sign up by a yearly contract essentially I went to cancel and they are charging $100 cancelation fee . Why would anyone have to PAY to NOT use a service. Its absurd to think that you have to pay someone to NOT use a product or service

  Business Response

  Date: 01/03/2023

  According to our records, on 6/17/2022 ******** enrolled under a JERSEY STRONG membership account.  As stated within his agreement, "You must pay a $100 Enrollment Fee either on the day you join or on the day you cancel your membership. If you elect to pay this fee on the day you cancel your membership and you have been an active member in good standing for at least 12 consecutive months, then the $100 Enrollment Fee will be waived.  All Enrollment Fees, including any paid on the day you join, are non-refundable." 

  As ******** has not been an active member for12 consecutive months, and did not pay the Enrollment Fee when he joined, he is responsible to pay the fee in order to cancel his agreement.

  On 12/30/2022 ******** requested to cancel his membership and a pending cancellation for 1/29/2023 has been applied, within our 15-day cancellation period.  ******** was correctly billed for the deferred Enrollment Fee on 12/31/2022 and no refund is due. 

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

• Initial Complaint

  Date:11/22/2022

  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.

  My son and I joined Jersey Strong in Wall in September. When we signed up, we were given no copies of the contract paperwork, we were told that electronic copies would be emailed to us. We subsequently signed up mu son for Personal Training at the gym. Same story - contract paperwork would be emailed. Nothing was ever emailed to me, in spite of two phone calls requesting that I get copies of the contracts and the "fitness scans" that they did on us. I was told when I registered for these services that I could cancel the membership and personal training at any time. By October, my son was no longer able to go to the gym and I was annoyed by the lack of communication (we never got copies of the contracts). So, I cancelled the membership. It required several calls, logging on to the on-line system using contract numbers that I did not have (because nothing was ever emailed to me) and cost me an additional $200 in fees (which were not disclosed to me in advance). I was told to call the head of the training department to cancel the training contract. I called and left 3 messages. I was charged $160 in November for personal training, although I had been calling to cancel since October. I finally got a text from the head of training with the contract number I needed (which I had never received before) to cancel the training using their on-line system. She also said that I signed up for a year-long contract. This was never explained to me. I would like my son's personal training contract ended TODAY and the $160 I was charged for training in November refunded. These business practices are predatory.

• Initial Complaint

  Date:11/03/2022

  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.

  On October 10th I came in over the weekend to discuss trying to cancel personal training. I was informed that the contract I signed was for 12 months, however when I signed I was led to believe that I could cancel the training services at any time. When the training manager came out we had a disagreement and things escalated and we both argued. Within that argument the manager shrugged his shoulders in a way that just said he didn't care about my problem and wasn't going to help. When I got frustrated with the reaction to my concerns, he raised his voice to a point where plenty of other people in the gym could hear the exchange. He continued to yell and made a scene across the gym as he yelled at me from his office across the gym. I know neither were correct in our actions, but the way that he reacted and spoke was out of line and now my wife, who was there watching everything, and myself are not comfortable returning to Jersey Strong as the manager 's actions were aggressive and out of line. We both reached out to their support email to request cancelling our memberships, but also any remaining portion of the personal training as I do not feel comfortable returning to this business due to the actions of their manager. Following our emails to their help desk, they responded to my wife's email and stated that they would investigate the situation and contact her back. My email, they ignored everything about the incident and stated the contract is set and would not be cancelled until it completes the 12months. It has been nearly a month now and we have not received any contact since. We have tried to respond to their emails and continue to get no response. We were able to cancel the gym memberships online, but have gotten no response on the personal training.We have not, and will not return to this business and are looking to have the remaining portion of any personal training funds cancelled out to be done with this company.account #**********

  Business Response

  Date: 11/04/2022

  We have resolved this inquiry with **************** directly.  Thank you. 

• Initial Complaint

  Date:11/01/2022

  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.

  My son and I joined this gym on 9/20/2022. The monthly rate for me was $53.20, and $74.63 for my son, with an annual fee of $63.96 each.No problems so far.We also signed up for personal training sessions, 8 sessions per month, at a cost of $45 per session, or $360/month. Our intention was to do this for the first month until we got familiar with the equipment and an exercise routine. We were led to believe that the gym membership and personal training was on a monthly basis, i.e. they would renew month-to-month until canceled.After one month, we attempted to cancel our personal trainer during a visit to the gym, and were told that it wasn't possible to cancel and that we had signed a commitment for one year. When we signed up, we were not verbally informed of this commitment, and the documents that they had us sign were on an electronic device with the page scrolled all the way to the bottom where the signature field is, with terms not visible. Not expecting to be scammed, we signed the agreements perfunctorily, assuming the salesman wouldn't be misleading us.On 10/21/2022 we made another request, online this time, to attempt to cancel the personal training sessions. Again we were told that it was impossible to do so until the one year obligation had ended.We feel misled and taken advantage of.

  Business Response

  Date: 11/02/2022

  According to our records, on 9/27/2022 ************ (************** son) enrolled under a personal training agreement with an initial term of 12-months.  At the time of enrollment, the agreement was emailed to him and was also available on our member portal.  Additionally, a hard copy agreement is available at anytime upon request.  After enrollment, ************ had 72 hours to submit a cancellation if he did not agree with the terms of the agreement.  As a cancellation request was not submitted within the 3-day cancellation period, ************ is responsible for the full term of his personal training agreement. 

  The agreement is set to be cancelled upon completion of the initial term.  If ************ would like to place his training on a billing freeze for a few months, we are happy to make an exception for him; however, any months that the agreement is on freeze will not count towards the completion of the initial term. 

  If ************ would like to take advantage of this exception, he may submit his request to support.jerseystrong.com. 

• Initial Complaint

  Date:10/29/2022

  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 enrolled my son ************************* into Jersey Strong (JS) membership during school year 2020-2021. Purpose was to prep him for *********** athletic competitions. Membership fees was $47.96/month, set on autopay for convenience. Later into his work out, ****** and I decided that he needed a personal training to home in on specific endurance training for his field and track athletics, so we met with a personal trainer provided by JS, named ***. *** and ****** met, ask background questions and goals, then customized a training program. *** did initial evaluation, both agreed on a training plan for about 2 weeks duration, 2-3 times a week, due to cost, total $360 for the program. At end of the program, *** reviewed his progress, and all sessions with *** ended, ****** used JS gym for own work out until 8/17/2021 using his membership, after *** personal training ended, ****** went to school out of town in 2021. To my utter shock, this year, October 2022, I noticed on my credit card statement that JS has been deducting $360 per month for about 14 months for ***'s personal training which ended in 2021. This was a one time, training for a duration. Also, JS has been deducting from my credit card membership fees of $47.96. ** advised us to "freeze our membership" to a reduced membership fees of ~$9. As of today, JS is not willing to refund the $360 x 14 months deducted for no services, and difference of full membership fees of $47.96 and $ 9 (freeze fees). JS acknowledges and does not dispute above unused services and deductions from my credit card, only refusing to refund.

  Business Response

  Date: 11/02/2022

  According to our records, on 1/31/2021 *************** enrolled under a personal training agreement with us.  As stated on the 1st page of his agreement:

  "You may cancel after expiration of your remaining addendum term upon 15 days notice in advance of your next billing date by: (1) sending a signed and dated written notice of cancellation by registered or certified mail, return receipt requested to Jersey Strong, Attn: Cancellation, ******************************************************; or (2) complete and submit a digital cancellation request at jerseystrong.com or at a designated member support computer kiosk at the Jersey Strong location listed on this agreement. In the event You do not cancel, Your personal training addendum will renew month-to-month until canceled." 

  As a cancellation request was not submitted, his personal training continued to be billed monthly in accordance with the terms of his agreement with us.

  On 4/11/2021 we received a request to freeze ******'s membership and personal training for a period of 12-months.  Due to club usage, the account was removed from the freeze and began to be billed again on 6/13/2021. However, although the membership was removed from the freeze on 6/11/2021, his personal training remained on freeze for the full requested 12-month period.  **************** was not billed for personal training during this time.  Additionally, although the cancellation request was not received until 10/13/2022, we have made an exception to waive the past due balance for the October training charge.  We hope this helps! 

  At this time, **************** has made a total of 8 monthly personal training payments. The paid sessions will remain on his account and we are happy to extend the expiration dates so that he may use the sessions that have been paid for.  **************** may speak to the personal training manager at his local JERSEY STRONG club to set up his sessions.  

  We are sorry for any frustration this may have caused. Had **************** contacted us sooner, we would have processed the cancellation immediately for him.  However, a prior cancellation request was not received, there is no refund due. 

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

• Initial Complaint

  Date:10/07/2022

  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 trying to cancel my personal training for the last 2 months now. I am on a very limited income and when I signed up I was told I could cancel this at anytime.I have now been continuously am being charged for something I am not using. I was told today that the person that signed me up so longer works at the gym, and that since they don't work there most likely I won't be able to do anything about it.This is terrible, and I have read many more people complaining about the same thing. I have sent many emails saying I want to cancel and I keep getting told to go from one person to the next. This is a terrible business model. I just want this issue resolved. Thank you

  Business Response

  Date: 11/07/2022

  We have resolved this issue directly with the member.  Thank you.