ComplaintsforZoo Health Club Corp, Inc - Headquarters

• Initial Complaint

  06/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  me & my wife were members of Bridgewater NJ Health club club and had paid annual fees (about XXX - XXX $ to my recollection) in Jan 2020. heath club was temporarily closed since Mar 2020 due to COVID and permanently closed in QX XXXX. i would need a refund for the unused portion of the annual health club fees ( 10 out of 12 months). over the last 2 months, i placed request many times through zoo health club support page providing my contact details and have not heard back. also reached zoo corporate office # XXX XXX-XXXX and left voice message twice and not heard back,

  Business response

  07/26/2021

  Business Response /* (1000, 5, 2021/07/01) */ Contact Name and Title: ****** Member Services Contact Phone: XXXXXXXXXX Contact Email: **************@zoogym.com I have emailed you back two times already from the emails you sent us. And I do not have any voicemails from you. I always check my voicemail everyday. For your account, the payments in Jan & Feb 2020 was when the gym was open. I have refunded Oct, Nov & Dec 2020. Jan 2021 wasn't refunded so I just did it now. For your wife's account it was a paid in full for a year membership and that was done at the gym when it was open so there is no way to get that money refunded back to you because we did not get that money and that was in the amount of $232.39. Both of your memberships are cancelled. Consumer Response /* (3000, 7, 2021/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had paid zoo gym $347.55 for me & $ $232.39 for my wife in Jan 2020. so, response from zoo regarding my fees is incorrect. I was not on the monthly billing plan. they are likely confusing my name with some one else. I do not see any refunds in my credit card account. btw, I located the previous email response from them. not agreeing with zoo corporate office that they will not refund the annual fee paid to the Bridgewater gym. here is zoo corporate response - "Regarding the annual fee paid to the gym Jan 2020 I have no access to get the money back to refund it back to you. The gym processed that payment and we cannot get it." although local franchise might be no longer there, expecting zoo corporate to own up to this refund. I had joined the club based on the reputation of Zoo brand and confidently committed to annual payment based on that. please let me know if I am missing something . should I be pursuing the payment with the previous owner of the local franchise ?. Business Response /* (4000, 9, 2021/07/06) */ I just found 2 accounts under your name, one for a membership and one for personal training. The personal training has the $347.55 charge. We are not responsible for any charges before the gym closed down and we do not get the money from that to even be able to refund it. The gym is closed now so you will not be able to get that money back. I am sorry about this but there is nothing more corporate can do about this issue. We franchise the gyms out, we do not own any of them. Consumer Response /* (4200, 11, 2021/07/14) */ I am still not happy with the Zoo corporate office responses not taking any type of ownership for their franchise. people sign-up based on the reputation of the Zoo brand and marketing around that. I completely lost trust with this brand and ended up losing about $600 as the franchise closed down. Also, I never registered for or took any personal training with the zoo. not sure why they are stating there are 2 accounts in my name and $347.55 billed for personal training. Also, the last communication from zoo gym Bridgewater is from March 2020. there was no further mail or email communication from the corporate that the franchise is closed. I had to find out through online searches. it appears to me that the corporate has not even taken the basic courtesy step of informing gym members that the franchise closed and what to expect, till date, they have not even updated the link on their website to say the franchise is closed. this is sloppy / misleading, https://zoogym.com/bridgewater-nj/ thanks. Business Response /* (4000, 13, 2021/07/15) */ I am sorry that you are still not happy with our response, but we are not responsible for any charges while the gym was open. We FRANCHISE THE GYM'S! There is nothing we can do about it. We cancelled your membership and that is all we can do. Nothing more will change with this because again we did not get the money when the gym was open and charged you. No one knew Covid would be a thing and no one knew the gym was going to have to perm. close down. We did what we were supposed to do for the members and that is all we can do. We can sit here and go back and forth about this but it wont change anything.

• Initial Complaint

  06/14/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Joined Zoo Gym back in 2019. Gym closed due to Covid 19 in March. Gym in Bridgewater, NJ PERMANENTLY CLOSED as of August 2020 when I last checked. My Amex Card has been charged monthly from Nov. 2020 - to June 2021. For a GYM That's been permanently closed. Called Elisa - XXX-XXX-XXXX - She informed me that an email was sent to all members back in Oct. 2020 (but verified that my account DID NOT have an email associated with it). She claimed that "I" must have not requested my email to be included during the membership process. So, why would I provide my phone number on file but no email? I have four email addresses. So I am only being refunded for two months because "a legal clause"in the fine print that no one reads states that they can move my membership to another gym (which I WAS NEVER CONTACTACTED about). My expectation is for a FULL REFUND from Nov 2020 to June 2021. Since the company DID NOT contact me via phone number.

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