BBB Accredited Business since 08/04/2004
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A BBB Accredited Business since 08/04/2004
BBB has determined that World Health meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised World Health's rating include:
- Length of time business has been operating.
- No complaints filed with BBB.
- BBB has sufficient background information on this business.
Customer Complaints Summary
|Complaint Type||Total Closed Complaints|
|Advertising / Sales Issues||0|
|Billing / Collection Issues||0|
|Problems with Product / Service||0|
|Guarantee / Warranty Issues||0|
|Total Closed Complaints||0|
BBB files indicate that World Health has a pattern of complaints concerning cancellation of membership contracts.
BBB met with Member Services Director, Brea Towpich on March 10, 2014. We discussed our concern that although overall complaint numbers had dropped, all of them centred on the cancellation policies and processes. Brea discussed World Health's process required for cancellation. She also shared the changes that had been made in the past year to make the cancellation process more transparent and easy to understand. Front end staff have been given clear instructions to provide to consumers who wish to cancel. Consumers are requested to provide a cancellation request in writing, either on a form that is provided at the club, or the request can be sent by registered mail to the club. Members who choose to end their contract early may be subject to an early cancellation fee.
Cancellations are being closely monitored by Head Office staff, who are responsible for ensuring that cancellations are processed quickly and in a timely fashion.
World Health has had the past challenges of a change in ownership, as well as high employee turnover in the receptionist positions. These challenges have been addressed by an updated internal audit process
BBB offered several suggestions that World Health management may discuss as further ways to prevent future complaints.
Contact InformationPrincipal: Brea Towpich (Director, Member Services)
Number of Employees
Exercise & Physical Fitness Programs, Health Clubs