AZ Pool Expert

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I previously had two memberships one for myself and one for Leland LowellBoth have now been cancelled due to the additional charges that were placed on my accountI received several additional charges over the amount that I had agreed upon on signing upI was told there were no additional fees and the only charge I would receive was the $monthly fee plus taxTo clarify, I have received charges on both my credit card and checking accountAll charges were supposed to be taken out of my checking account as I came in with a blank check to the Vadnais Heights location to have all charges transferred directly out of my checking accountHad these charges been placed on the correct account, I would have been aware of them earlier, but due to the mistake by the membership personnel, I was unaware these charges were being placed on my credit card until recentlyI called the Vadnais Heights location and spoke to Justin who told me he could not help me and gave me the number for Kayla at membership salesI left several messages for Kayla with no response so I called back the Vadnais Heights location to see if there was anyone else I could talk toThey told me there was no other number and Kayla was not returning my call because she was currently on vacationI did my own research and found another number for Xperience Customer ServiceWhen I explained my situation I was transferred directly to Kayla, whom I was told was just told was out of the officeI spoke with Kayla and explained the situation and she said she would speak to her supervisor and call me backI received no call from Kayla so I called back and left over messages for Kayla on both her line and the customer service line, yet I still did not receive a response.Below are the charges I have received from Xperience Fitness and the dates at which they were chargedI have also copied and pasted the charges from my accounts into the attached word document: Credit Card Charges:1/22/$This is an additional monthly charge that was placed after my membership was cancelled and should be refunded.1/15/$Another additional fee that should be refunded12/$10.7311/24 $(When contacting the Vadnais Heights location I was told this charge included the water bottle that was given to me as a "free" sign up bonus) With the removal of the additional charges I should be refunded $22.5211/$With the removal of the additional charges I should be refunded $11.80 Checking Account Charges1/$I see now that this charge was credited back on 1/2912/$
The total refund I should have received from the above additional charges is $
Regards,
*** ***

Re: ***-*** ***Thank you for making us aware of the complaint our customer, *** *** filed with your office. Our Brookfield, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.Ms*** signed a personal training agreement
with Xperience Fitness for installments of $136.36. The only way this agreement can be canceled is by taking advantage of the Day Right to Cancel after the agreement is first signed and agreed upon. This agreement was signed on May 8, clearly well after the Day Right to Cancel date. We have been in communication with Ms*** and both parties have made concessions. Xperience Fitness has canceled out the remaining recurring services and Ms*** will be using the personal training sessions that have been paid for.We trust that this has been amicably resolved, and we will consider this matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I previously had two memberships one for myself and one for Leland LowellBoth have now been cancelled due to the additional charges that were placed on my accountI received several additional charges over the amount that I had agreed upon on signing upI was told there were no additional fees and the only charge I would receive was the $monthly fee plus taxTo clarify, I have received charges on both my credit card and checking accountAll charges were supposed to be taken out of my checking account as I came in with a blank check to the Vadnais Heights location to have all charges transferred directly out of my checking accountHad these charges been placed on the correct account, I would have been aware of them earlier, but due to the mistake by the membership personnel, I was unaware these charges were being placed on my credit card until recentlyI called the Vadnais Heights location and spoke to Justin who told me he could not help me and gave me the number for Kayla at membership salesI left several messages for Kayla with no response so I called back the Vadnais Heights location to see if there was anyone else I could talk toThey told me there was no other number and Kayla was not returning my call because she was currently on vacationI did my own research and found another number for Xperience Customer ServiceWhen I explained my situation I was transferred directly to Kayla, whom I was told was just told was out of the officeI spoke with Kayla and explained the situation and she said she would speak to her supervisor and call me backI received no call from Kayla so I called back and left over messages for Kayla on both her line and the customer service line, yet I still did not receive a response.Below are the charges I have received from Xperience Fitness and the dates at which they were chargedI have also copied and pasted the charges from my accounts into the attached word document: Credit Card Charges:1/22/$This is an additional monthly charge that was placed after my membership was cancelled and should be refunded.1/15/$Another additional fee that should be refunded12/$10.7311/24 $(When contacting the Vadnais Heights location I was told this charge included the water bottle that was given to me as a "free" sign up bonus) With the removal of the additional charges I should be refunded $22.5211/$With the removal of the additional charges I should be refunded $11.80 Checking Account Charges1/$I see now that this charge was credited back on 1/2912/$
The total refund I should have received from the above additional charges is $
Regards,
*** ***

Re: *** - *** ***Our point to Mr*** is that he had a past due account when or if he attemped to cancel his membership. We say if tried to cancel his membership because we have no record of his cancellation. Regardless, a member may not cancel his or her membership with a past due balance. That statement is on Mr***'s signed membership agreement. After all of this we feel that Mr*** has no intention to pay his past due balance owed to Xperience Fitness. Therefore, Xperience Fitness will waive the past due balance and will cancel the membership out

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have not received my money back, and am most definitely not satisfiedI told *** in our first conversation, that after reading of the others being led around and around to try and get their money refunded, I had filed a dispute with my bank, hoping that this would get their attention more quicklyIn the dispute they were not able to do anything more than look at the original contract, and so they just let me know they were unable to decide in my favor based on thatThere were many more details involved as I stated in my original complaintIt is very interesting that they make the claim they investigate every accusation of employee theft, but did not mention that they are not able to look in to anything if they fired the employee in question the day before I was able to bring that matter to their attention, due to "issues with her background check" as *** told meOne would think a background check is done before you start working, but then again with the other unethical practices going on at this place it really isn't a surpriseAt this point, they have been paid, but my money has not been refunded (which was why they were not refunding in the first place.) So now that that part has been taken care of, I fully expect to be refunded, as their original response is now void.
Regards,
*** ***

Jesse & Amber H*** * ***Once again, thank you for making us aware of the additional concerns that our members, Jesse & Amber H*** have. On both of their membership agreements it states: Month to Month Program: Provided that the member is not in default of this agreement and subject to the terms and conditions hereof, the membership will continue on a month to month basis until cancelled by member. Member may cancel this membership for any reason at any time with a 30-day written notice delivered to: Xperience Fitness Support Center PO Box Appleton, WI 54912.To date, our Corporate Office hasn't seen a cancellation form from Jesse or Amber. As stated in our previous letter, you may cancel your members by going to the club and filling out a cancellation form, email [email protected] or call our Customer Care line at 920-886-2810. Until Xperience Fitness receives a cancellation form from Jesse and Amber, we will not consider any refunds

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meFor clarification, I did not misunderstand I was misinformed.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11820967, and have determines ned that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The annual fee is for the year going forwardI do not want to continue and did not ask to be auto renewedAlso we paid our last member ship fees for the month up front and should have been charged again
Regards,
Jesse And Amber ***

Re: *** - *** ***Thank you for making us aware of the complaint our customer, *** *** filed with your office. Our West Allis, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.On 3-12-was the first time our office
was made aware of Mr***'s intentions to cancel his membership. At that point Mr***'s account had been past due since 2-27-and our billing company, ABC Financial attempted to contact Mr*** eight times via e-mail, phone calls and mail notifying him about his past due balance. Mr*** failed to return emails or phone calls from our billing company. As written on all our membership agreements, A member in good standing may cancel their membership at any time for any reason by providing Xperience Fitness a 30-day written notice of cancellation.Mr*** please contact our Corporate Office to make payment on your past due balance. ###-###-####. Thank you

Re: *** *** - ***Thank you for making us aware of the complaint our customer, *** *** filed with your office. Our Blaine, MN location always strives for excellent customer services, and we appreciate the opportunity to respond.We apologize to Ms*** that she didn't have a great
experience with us. Xperience Fitness has thousands of personal training clients that are becoming or are Unstoppable with the use of our services. Again, we are sorry that Ms*** wasn't one of the majority. Below is a note between Ms*** and our employee regarding the conversation they had. 01/03/02:PMContacted *** and said she can come in and use the sessions if she wantsShe stated that she has free session on top of the sessions she has left but there is no record of it that I can seeI told her that she can come in and use them but she didn't want to because she is training at another gymShe requested a refund and I told her that there is a day cancellation policy and that if she wanted to use the sessions she can- *** Ms*** acknowledged she only had three personal training session left on her account but claimed she had three additional Free personal training session, which Xperience Fitness has no record of. Xperience Fitness has issued a refund for the three remaining personal training sessions. If Ms*** would like to cancel her membership she may do so by the following ways below.E-mail to: [email protected] Chat with our customer service department at: http://myxperiencefitness.com/Go to any Xperience Fitness location to fill out a cancellation formMail a letter of cancellation to: Xperience Fitness P.OBox Appleton, WI 54912We trust that this has been amicably resolved, and we will consider this matter closed unless notified otherwise.-- In good health, *** ***Director of Member RelationsXperience Fitness - MN/WI

[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.]
Revdex.com:
Thank you for you quick response and the help to resolve this matterI have received the refund into my accountI just want to clarify that both the training sessions and my membership have been terminated and further transactions will be debited from my account?I have reviewed the response made by the business in response to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I would like to re-state the fact that I mailed in a letter at the end of March to cancel my membership then after seeing the additional charge on my account, I called in and the customer service apologized and said they would cancel my account immediately and I would not be charged againIn June after seeing the charge on my account a second time after my initial cancellation letter I blocked your charges as I will not tolerate being leached off of by a company that says one thing but does anotherTo all others that see this, if you send in a cancellation letter send it through CERTIFIED mailOtherwise, as you can see from multiple complaints on this business, if you do not send it and have proof of sending it, they will continue to charge your card and tack on ridiculous feesWhen dealing with this company through email after they tried sending me through collections, they refuse to ever admit fault even when they upset customersI am shocked with how many negative reviews that the Revdex.com still allows Xperience and A+ ratingThey over charged me twice in the amount of $and then after I blocked their charges they continued to try to charge my accountThe most recent time they tried charging my account was 8/5/which was AFTER they what they are saying they cancelled my membership on 7/Xperience has a lot of holes and is not worth the troubleI'm out $for them refusing to cancel my account when I first requested itI will accept the waiving of the WRONGFUL charges to my accountConsumer bewareThis gym is not honest and they are okay with lying on public formsBefore I disputed the charge through Revdex.com, I had emailed them multiple times regarding this issue and they refused to listen, until I brought my complaint here to this review siteThey are like a cockroach who runs when the light shines on themDO NOT SIGN UP FOR THIS GYM
Regards,
***

Re: *** E***-*** - ***Thank you for making us aware of the complaint that our customer, *** E***-*** filed with your officeOur Waukesha, WI locations always strives for excellent customer service, and we appreciate the opportunity to respond. We apologize to
Ms. ***-*** that our Corporate Office was first made aware of Nasser-*** intentions to cancel her membership and personal training was on 4-4-2018. We have corrected the problem and have now canceled out Ms. ***-*** membership and personal training agreement. We have issued a refund to go back on the discover card that we have on file. Ms. ***-*** will see that credit within 3-business days. We trust that this has been amicably resolved and will consider this matter closed

Re: *** *** - ***Thank you for making us aware of the complaint our customer, *** *** filed with your office. Our Hales Corners, WI location always strives for excellent customer services, and we appreciate the opportunity to respond.Ms*** and her husband have had a
problem with keeping their accounts current since time of enrollment. If Ms*** can provide our Corporate Office with the cancellation e-mail she stated was sent to us, we will then look at the date of the e-mail and their account to see if they were current or delinquent. No accounts can be canceled if a member is delinquent but if both accounts were current at the time of the e-mail, we will be more than happy to cancel both accounts, wavie the past due balance and assure Ms*** the account will not be turned over to a collections company. Please scan and e-mail or forward the cancellation e-mail letter to *** or mail to: Xperience Fitness P.OBox 657. Appleton, WI 54912. Thank you

Re: Kirsty *** - ***Thank you for making us aware of the complaint our customer, Kirsty *** filed with your office. Our Appleton, WI location always strives for excellent customer service, and we appreciate the opportunity to respond. Ms*** purchased the personal
training session on February 13, not on November 2, as stated in her complaint. We give our members (6) months to use the sessions purchased knowing members that purchased personal training works out at least two times a week with a trainer. Ms*** hasn't checked in at our Appleton, WI location since August 21, and before that it was May 3, 2017. Ms***'s membership will expire on December 23, 2017 we recommend that Ms*** use the unused personal training sessions within that window. Our Personal Training Manager has tried reaching out to Ms*** multiple times including as recently as November 17, 2017. Xperience Fitness has adjusted the expiration date on the unused session to 12-24-2017 one day after her membership will expire. Please reach out to our management group at ###-###-#### to set up times to complete your personal training sessions.We trust that this has been amicably resolved, and will consider this matter closed.

Thank you for making us aware of the complaint our customer, *** *** filed with your office. Our Racine, WI location always strives for excellent customer service, and we appreciate the opportunity to respond. Xperience Fitness frequently runs specials on our enrollment fee at our
different locations. Which was the case when Mr*** joined our club. We have since spoke with Mr*** and have credited his account. We trust that this has been amicably resolved, and we will consider this matter closed

Thank you for making us aware of the complaint *** *** *** *** filed with your officeOur West Allis, WI location always strives for excellent customer service, and we appreciate the opportunity to respondThe first time Xperience Fitness was made aware of Mr*** ***'s intent to
cancel was on January 19, when our billing company received a letter from Mr*** ***At no time was Mr*** ***'s medical condition brought to our attention prior to receiving the complaint he filed with the Revdex.com of Wisconsin otherwise, we would have taking action immediatelyXperience Fitness has canceled Mr*** ***'s membership and waived the past due balanceWe trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise.Thank you for making us aware of the complaint *** *** *** *** filed with your office. Our West Allis, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.The first time Xperience Fitness was made aware of Mr*** ***'s intent to cancel was on January 19, when our billing company received a letter from Mr*** ***. At no time was Mr*** ***'s medical condition brought to our attention prior to receiving the complaint he filed with the Revdex.com of Wisconsin otherwise, we would have taking action immediately.Xperience Fitness has canceled Mr*** ***'s membership and waived the past due balance. We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise

Re: *** *** - ***Thank you for making us aware of the complaint, *** *** filed with your office. Our Greenfield, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.We apologize to Mr*** for any
miscommunication regarding his daughter personal training agreement. After investigating the matter, we concluded that this was a missed day cancel at the clubWe deactivated the members agreement, wrote off the past due balance and submitted the refund request of $to our accounting department so it can be processed asapThe refund will be returned to the Visa card we have on file.We trust that this has been amicably resolved, and we will consider this matter closed unless Mr*** has further questions.