Complaints

This profile includes complaints for Work Out World Waltham's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Work Out World Waltham

  1359 Washington St Newton, MA 02465-2004

  
• 

  Work Out World Waltham

  51 Diauto Drive Randolph, MA 02368-4501

  
• 

  Work Out World Waltham

  41 Seyon Street Waltham, MA 02453-8346

  
• 

  Work Out World Waltham

  PO Box 1357 Mansfield, MA 02048-5357

  

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:04/01/2025

  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 want to cancel my gym membership with Work-Out-World ("WOW") in West Newton, Ma. I have requested cancellation. WOW personnel cite the Terms of Conditions, describing a process that involves a certified letter and a waiting period. But I am unable to complete those "proscribed" steps because I no longer have access to the my membership account. The *** personnel understand the situation but refuse to assist despite it being clear that I no longer wish to be a member.

  

  Business Response

  Date: 04/09/2025

  Hello and Good Afternoon!

  Looking into ********* complaint, I do see per his agreement when he joined in 2010 it does state the process which would include sending a certified letter to ************* in order to process the cancelation.  That said, we have since changed the process to be more streamline for both our members and the business.

  I will follow up with the staff at our West Newton location to be sure they are relaying the proper procedure for cancelation.

  In the interim we will cancel ********* membership effective immediately with nothing further due. 

  With Gratitude,

  ****** *****

  Customer Answer

  Date: 04/15/2025

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********, conditioned on WoW actually cancelling the membership as it has stated it would. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:07/27/2024

  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 requested a 6 month freeze on a gym membership at beginning of 2024. I recently have been contacted by a credit bureau requesting money that was not related for an active membership that was suppose to be on hold

  

  Business Response

  Date: 08/02/2024

  Hello and Good Afternoon!
  
  
  In reviewing ******* complaint I found the following information below.
  
  
  On Thursday, July 18, 2024 ***** had forwarded over several times an email communication to the West Newton email. I have highlighted the timestamps I noticed that are concerning to me on the forwarded email ***** sent. As ***** has cited in his complaint he sent an email in the beginning of 2024 to place his account on freeze.  You will notice the January 30, 2024 email correspondence is dated Thursday versus Tuesday, as January 30, 2024 was indeed a Tuesday. Addition to the timestamps being only minutes apart yet months apart? The day he "forwarded" his email is Thursday.  I am not accusing ***** of altering the forward email; however, it just strikes me as concerning.
  
  
  In the email **********;asked to transfer his membership as he was out of the area.  The *** responded back to ***** on Monday, July 22, 2024 asking for more detail in regards to his request for transfer.  ***** responded back on Wednesday, July 24, 2024 stating that he called to freeze his account.  ******, our ***, reached back out on Wednesday, July 24, 2024 explaining that ******* account had gone to collections as a payment has not been received since February of 2024. In addition how we could resolve as we are past the freeze or transfer of membership option.  Once a membership goes into collections we are unable to complete either of the options requested. ***** did not respond further.
  
  
  That said, we will be more than happy to communicate with ********************* and pull his account from collections with nothing further due. It will however take ********************* his credit report.
  
  
  Please let me know how I can assist further.
  
  
  Thank you,
  ***********************

  Customer Answer

  Date: 08/13/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  See attached

   

   

• Initial Complaint

  Date:04/04/2024

  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.

  have contacted work out world numerous times to cancel my membership. received the following At this time, your account has been set up on a pending cancel status. Before your account can be cancelled, you are responsible for a 30-day written request (this has been fulfilled via your email) and any payments that are past due or fall within that time period. Your final payment is due on April 30,2024. You are also responsible for the March 30,2024 payment. You will have club access until May 29,2024. Please remit $49.98 to the address listed below to finalize your request. If you prefer you may visit our website below or call our customer care center at ************** to make your payment.i would like my membership cancelled and no balance this is ridiculous.

  

  Business Response

  Date: 04/22/2024

  Good Afternoon

  We are happy to assist.

  We have researched ************************** membership account. ********************** submitted for 45 day written cancellation on 4/2/24. Per the term of ************************** membership agreement, member is responsible for any invoices that fall with in submitting said cancellation.. We have attached ************************** agreement to review. At the time of submitting her cancellation, ********************** was past due for her March invoice. (We have waived the the late fee as a courtesy) 

  ********************** may remit paymenet for the past due invoice at our West Newton facility or she may do so by contacting *** Fitness at **************. Or she may so do so online at myiclubonline.com. If past due or last month is unable to be paid or drafted, ************************** membership can not be complete. 

  ********************** has access to our facility until 5/29/24. 

   

  Best,

  Team WOW

• Initial Complaint

  Date:03/19/2024

  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 signed up for an 11 month membership at Workout World in West Newton in November of 2023. Over the past month, I have been trying to end this membership due to extenuating circumstances as well as reasons that are allowed within the contract. I was repeatedly raped and threatened by another member of the gym and do not feel safe on the premises. In addition, he was my roommate and I had to move suddenly for my safety. The physical threats became so extreme that I had to involve the police and have them called to our house after he threatened to beat be senseless and throw me on the street if I didn't move out within 12 hours. I have a copy of the report made that day but the officer involved refused to take my full statement and ignored my reports of sexual assault. I am also waiting to receive a copy of the more comprehensive report that was made on the details of the rapes. I was the 5th woman to move out of this apartment in 3 months because of the threat. WOW West Newton requested proof of these situations and when I asked what I could do to provide it, they failed to respond.I have also given proof that I work over 25 miles away which is a listed reason to end the contract but they are suddenly not responding to my emails.

  

  Business Response

  Date: 03/25/2024

  Good Morning!

   

  We are happy to asisst.

  First we would like state, the email coorespondance that ********************** has provided is NOT with WOW West Newton/Walltham. Said coorespondence was with our billing company, *** Fitness. Per the terms of our membership agreement, you may cancel your membership buy submitting written cancellaton notice. ********************** did so on 3/4/2024. Due to ********************** being in a 12 month term membership, her cancellation options are as follows:

  Move (25 miles or more from any WOW location)

  Medical (with medical note stating you are not able to participate in physical activity for 3 months or more)

  $59.00 buyout

  All said options were provided to *********************. ********************** provided proof of move, however it was not sufficent. (copy of a lease and or a utility invice with new address) ********************** then was able to provide said proof to *** Fitness. ************************** membership is now set to cancel on 5/3/2024.

  Please do not hesiate to contact us,should you have any additional questions or concerns.

  Best, 

  Team WOW

  Customer Answer

  Date: 03/25/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

  I was not told I could pay a buyout fee. Rather, I was told to contact the billing/parent company. I provided sufficient proof and was denied cancellation for weeks of emails. I then had to call, spent hours on the phone, and was told my proof was sufficient but my membership might still not be cancelled. Another billing cycle would not have occured had my proof of move/employment were processed properly when they were sent. I would like the next payment to be cancelled.

  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 04/08/2024

  Good Morning!

  On 3/21/24, a team member at our West Newton facitlty stated that ********************** indeed had the option to cancel per buyout. Please see the attached. 

  All term memberships (12 month term) have the option to process a buyont. No reason and or proof is needed to do so. 

  ***  Fitness stated to ********************** proof of move was required. ********************* provided new address. *** verified (*** stated to please allow 5-7 business days to verify) that said new address did not have a WOW location within 25 miles, therefore ************************** membership was cancelled per move. 

  Best,

  Team WOW

• Initial Complaint

  Date:09/07/2023

  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 reached out to the WOW on 08/13 regarding a medical freeze of my account due to finding out about impending surgery and current health issues. I received an email saying my information had been received and I would be contacted. At that point I thought my issue was resolved. On 8/25 I wanted to make sure and reached out to the club I was told that since it was five days before my billing cycle I would still be charged I explained that I had contacted them as soon as I found out about my surgery and sent them the confirmation Of that information being received. I was told that the manager had just stepped out and I needed to call back. I called back and again was told the manager was not there and there was no one I could speak to and I was charged for something that is not on a contract even after I gave a freeze request well in advance. I called again on the 29th and was told the manager was not there since they again just left and I needed to call the following day. I was finally given an email to reach out to. At this point I had been in the hospital multiple times and was very sick. No one was asking for my information for the manager to follow up with me. I sent multiple emails and finally heard back from the manager stating they had been out even though I had been told they had just left each time I called. They told me there was no record of freeze request even though each person I spoke with said they created a freeze request and saw the document when I spoke with them. I disputed the charge with my credit card company and won. I received an email this evening stating I owe them for the month of August and a late charge even though I never heard back from the gym after I had sent multiple emails and continued to call. I am not in contract with them and did everything within the a lotted time even though there is no freeze policy stated on their website. I do not want to be charged again nor have something I paid for which was refunded sent to collections.

  

  Business Response

  Date: 09/28/2023

  See attached response 

• Initial Complaint

  Date:06/20/2022

  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 has been impossible to cancel my gym membership. I have called, emails, spoken with managers who all confirm my account is deactivated but continue to send me ****. I just got a collections ****. I have been to this gym since the pandemic started. I have moved away and according to their records my account was canceled in January. They do this to anyone that has tried to leave. I have been with this gym for over 7 years because they refused to let me go with out paying multiple months of membership.

  

  Business Response

  Date: 07/19/2022

  See attached response