X Sport Fitness-Big Rock

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

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

In response to the Revdex.com submission filed on February 27, we request additional information from [redacted] in order to locate his membership We were unsuccessful locating an active membership with the spelling of the first and last name provided, address, phone, or email on submission Additionally, we did email the member requesting the information, but have not received a response The key tag number would be very helpful or possibly a previous address along with the gym Once received, we would be more than willing to respond.Please note any member or guest is welcome to contact us either by our website at xsportfitness.com, click on voice of the member contact, or feel free to notify the Customer Service Department at [redacted] of nay concerns or follow up

In response to the Revdex.com submission on December 19, 2017, please note that on today’s date the Customer Service Manager contacted MrC [redacted] to discuss his concerns and we successfully resolved this matter We regret the customer experience and appreciate him bringing this matter to our attention MrC [redacted] provided us a copy of an email that he sent to the Revdex.com indicating he was satisfied with our resolution

In response to the Revdex.com submission dated October 6, 2016, please note that Mr [redacted] spoke with our Customer Service Representative Susan on September 18, 2016, to discuss his gym membership However, at that time he did not mention the concerns of his Xit membership only that he did not want the gym membership cancelled, but rather the Xit membership We certainly would have been willing to learn more from him via phone to look into this matter and resolveOur records reflect that Mr [redacted] signed a gym membership and Xit training agreements on December 29, Both agreements are signed by Mr***We encourage and recommend that our members be certain to read and understand the terms and conditions of the Agreements as an informed consumer We regret to hear of his customer experience, however, have not received a cancellation request prior to him speaking with our repCertainly, we would want to know right away of any account concerns to resolve quickly It appears the efforts of the gym suggestion to resolve was unsatisfactory to Mr*** With that being said, we will make a one-time exception relative to the Xit Membership with the feedback taken into consideration We have processed a refund to the members credit card on file for the eight months of non-use and should see this credit in the next 3-business days Also, as a valued member and for the misunderstanding of his current gym membership, we have provided one month of gym membership which extends his membership until February 2, 2018, and then was signed by Mr [redacted] for an automatic monthly power renewal, which means if he no longer wants to continue the membership, he must follow our cancellation policy which is as follows: All cancellations can either be sent to the corporate office [redacted] and we recommend certified or return receipt so you have proof of mailing to us and we honor the postmark date A second option for members is to go into your club location in person Monday-Friday 10:00am-6:00pm and speak with the General Manager to complete a cancel request form This option allows you to complete a request onsite We are glad to have Mr [redacted] as a valued member and trust this meets to his satisfaction

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

Complaint: [redacted] I am rejecting this response because: I have made several attempts inquiring as to why my membership has been terminated and have never been provided with a response as to, whyI have only been told that my membership has for some reason been terminatedI currently owe no outstanding fees nor have I had any incidents at any of the clubsUpon entering the facility one day I was told that my membership has been terminated and provided no further response as to whyI will be addressing it furtherI wish to again thank the Revdex.com for all of their help as it relates to this matterThank you very much, again Sincerely, [redacted]

In response to the Revdex.com submission on November 22, 2017, please note that on today’s date the Director of Customer Service contacted MrG [redacted] to discuss his concerns and we successfully resolved this matter We regret the customer experience and appreciate him bringing this matter to our attention As of today’s date, his gym membership has been terminated and no further billing will occur A refund has been processed, which he should see in the next 3-business days (pending holiday) We wish him success in his future fitness endeavors and hope someday he chooses to return to XSport Fitness

Initial Business Response / [redacted] (1000, 5, 2015/10/01) */ In response to the Revdex.com submission filed on September 30, we have reviewed your agreement and the points referenced were not added to the agreement or checklist dated May 26, However, in an effort to honor what was verbally understood with the General Manager we have provided a total of seven months to Ms[redacted] account, which is for the months of October through April Her next billing will be in May of In an effort to explain to Ms [redacted] , personal training session valued at $per session or more, are eligible for reward pointsMs[redacted] sessions were purchased at a rate of $per session, which under circumstances would not qualify for the points, which could be redeemed for months of membershipMs[redacted] in Customer Service tried contacting the member earlier today to discuss this matterIf she has any further questions after reviewing this response, we would be more than willing to speak with herWe value her membership and appreciate the feedbackWe trust this meets to her full satisfaction and do apologize for the follow up on her part to get this resolvedFor future reference, any current or potential member can also log onto our website at xsportfitness.com, click on voice of the member contact and feel free to notify us of their concern and a customer service representative will follow up Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am finally getting what I asked all a long which was so simple and easy to fixThis company has inconvenienced me and I feel it is sad that it took me filing a complaint for them to listen to me despite my numerous tried to get this resolved previouslyPlease don't do this any other customer!

In response to the Revdex.com submission filed on April 25, 2017, our records reflect that Mr [redacted] contacted Customer Service on May 1, and we assisted by processing a cancellation of the gym membership and refunded $to his credit card on file By this date, he should have received the refund to his card (3-business days) This matter was resolved days after the submission was filed We wish Mr [redacted] well in his future fitness endeavors

In response to the Revdex.com submission on November 12, 2015, please be aware that on November 16, 2015, [redacted] spoke with a Customer Service Representative to discuss her complaint at the corporate office After discussing this matter in detail, we were able to provide a resolution that met with the member's satisfaction A refund check was provided and sent to the member which should have been received by this date If she has not received for any reason, please contact either Customer Service at [redacted] or [redacted] The membership and personal training has been cancelled.We regret to hear of the customer experience she received, but appreciate her bringing this matter to our attention The feedback is very important to us We wish her well in her future fitness endeavors

Initial Business Response / [redacted] (1000, 8, 2015/06/04) */ On Monday, June 1st, our Customer Service Representative Derrick spoke with you and at your request successfully reset your personal training payments effective July 28, through February 28, We hope this addressed your request to your satisfactionIf we can be of any further assistance, please contact our Customer Service center Monday - FridayThank you for being a valued member of XSport Fitness

The Revdex.com submission was filed on February 17, 2017, and we have reviewed his account and wanted to provide clarity of the gym membership On January 5, 2017, Mr [redacted] signed a Membership Agreement and paid $down He agreed to purchase a month to month membership for $with an annual maintenance fee that would be charged on the 15th of the following month of $ A member is entitled to a full refund if the account is cancelled within the first three (3) days of signup We have no record of Mr [redacted] cancelling the club prior to the February 13, 2017, when his cancellation letter was received A member can cancel via two ways: one, a member can go to their home club Monday-Friday 10:00am-6:00pm and meet with a manager to complete the cancellation request or send a letter via mail, we recommend certified for proof of mailing and we use the postmarked date for cancellation The member’s billing date was the 12th of the month or the next business date The member’s credit card was billed for the monthly dues on January 12, 2017, for $which initially declined and then cleared On February 13, 2017, the dues was charged that morning, however, the cancellation letter was received the same date Whenever this occurs, we refund within thirty (30) days However, this was done on February 15, 2017, which is the same date of Mr [redacted] Revdex.com submission We appreciate Mr [redacted] providing us with his customer experience It appears this matter was resolved to the member’s satisfaction and by this time should have seen the refund to his credit card on file Hopefully this clears up any misunderstandings as the agreement reflects the same informationWe wish him well in his future fitness endeavors

In response to the Revdex.com submission on November 22, 2017, please note that on today’s date the Director of Customer Service contacted MrVanden H [redacted] to discuss his concerns and we successfully resolved this matter We regret the customer experience and appreciate him bringing this matter to our attention We wish him success in his future fitness endeavors and hope someday he chooses to return to XSport Fitness

To follow up to MsSmith’s response on her submission, she did not indicate that she was or is moving A member is eligible for a refund if the move is more than miles from any Xsport location It does appear to be the case if she will be moving to Missouri In order to assist the member, we will need documented proof of the move to assist her which can either be a utility bill or confirmed [redacted] change of address form emailed to [redacted] Once we have received this information, we can cancel the membership effective the date of the address change A member can always go to the club location, Monday-Friday 10:am-6:pm, and complete a cancelation request and provide proof of move In this regard, being a Revdex.com complaint we will address at the corporate level Additionally, our records indicate a payment of $on March 14, 2016, to a [redacted] on file If [redacted] feels there is a discrepancy in the amount paid, we encourage her to include a copy of a paid receipt or credit card statement for review when submitting her documentation We are happy to assist [redacted] once she has the above information to provide

In response to the Revdex.com submission on April 27, 2016, we apologize for the delay in responding, however her gym membership was not listed under her full name per the Membership agreement signed on March 22, The signed agreement indicates she purchased an annual super power pass membership for $with processing fees of $(normally $119) A total of $charged to her credit card on file The membership she purchased allows her access to all club locations, use of full amenities (guest privileges with designated hours, group exercise, basketball court, pool area and towel service) Additionally, with her paid in full purchase she received a one-time offer to buy one get one which means she received reward points (they carry no monetary value only point values) offered to first time members on annual pain in full memberships These points can be redeemed by setting up an online account on our website [redacted] under membership and then under reward points Members of XSport Fitness can earn and redeem rewards points for free additional months of membership and spa services.We do regret to hear of her customer experience, but a few things would change if she was interested in downgrading her membership First, a $basic monthly membership would not qualify her for the but one get one offer that she received as a premium member Also, the basic membership allows her the use of the fitness equipment only, but none of the amenities mentioned above would be included and her access would be one club only - [redacted] *** Basic memberships come with a higher processing fee paid upfront that would have to be discussed and have an annual maintenance fee.Hopefully this helps outline the different tiers of membership and promotions If [redacted] is enjoying her current premium gym membership and the amenities, we would be more than willing to refund her the $charge to her credit card on file and not change her current status If she is interested in changing the membership, a new membership agreement will need to be signed and terms set forth We would welcome her to contact the Director of Customer Service through an email at [redacted] to discuss further or contact our Customer Service Call Center at [redacted] The feedback is very important to us We appreciate her continued membership We await to hear her response

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me I would contact the Xsport number, yet they are only available on weekdays from to 6, which is when I am at work and can't make personal phone calls, also to use the website's email system I needed the key tag numbers, which I had returned to the Gym's manager when I cancelled our memberships in October I'd appreciate if Xsport would cancel my wife's membership as well, and also refund the membership charges for her accountHer name is [redacted] and the credit card on both accounts was mine, with the same number Sincerely, [redacted]

In response to the Revdex.com submission on May 9, 2016, please note that we have no record of [redacted] contacting our Customer Service call center for assistance As a courtesy to him, we will accept this submission as his cancellation request.In an effort to explain the cancellation policy, membership cancellation can either be done at any club location Monday - Friday 10:am - 6:pm by meeting with a General Manager and completing a cancel request, which a copy would be provided to the member or by sending a written request to cancel and we recommend certified mail, but registered or regular is accepted to our [redacted] The reason for the certified is for the benefit of the consumer in that the proof of mailing can be used for the postmark date for cancellationprivacy and protection of the member and discontinuance of billing [redacted] ***'s gym membership has been canceled.The last charge that was collected on [redacted] ***'s credit card on file was March 5, for $as his card has been declining since that time and the account is delinquent Additionally, payments made in the last six months were on February 11, (for January dues) and December 5, As a courtesy, we will refund the last four payments collected in the six months of unused membership, which is reflective of his desired settlement [redacted] can expect a refund check for $in the next 7-business days to the address provided on his submission They gym membership has been canceled.We trust this addressed the request to his satisfaction and wish him success in his future fitness endeavors

The Revdex.com submission was filed on December 1, 2016, and Ms [redacted] had already begun telephone conversations with our Customer Service Department on September 13, We have multiple telephone records working to provide clarification on her account relative to her Personal Training Agreement This information has been provided to Ms [redacted] on multiple occasions and as recent as November 30, 2016, when she contacted our Customer Service Representative Susan and had her banking institution on the line as well This information was relayed to on their behalf as well at her request A review of her account, indicates on August 15, 2016, Ms [redacted] purchased personal training sessions totaling $2, She paid a $down payment, with a balance due of $2,250.00, monthly installments were set up starting in August for $bi-weekly until March 13, Personal training sessions are not refundable after three days from purchase date unless a member cannot use the sessions due to medical issues, moves more than miles from a gym location, is deployed, or is on a missionary trip Ms [redacted] sent a cancellation request to the corporate office to cancel the gym membership on September 16, This was in fact accepted, however, a member must have an active membership to use the personal training and that does not cancel the training or the financial commitment It is important to note that Ms [redacted] had purchased and used three personal training packages in the past and is likely familiar with our cancellation terms and conditions This particular package, she initially contacted us stating she did not realize the payment structure was bi-weekly, however, it was outlined in her Agreement and reviewed with her We then received a call that she would like to discuss cancellation of the training We provided her the terms and she stated she would send medical proof In November, she was made aware that the medical proof did not meet the criteria to qualify for cancellation The note was specific that her Physical Therapist recommended the use of the pool for aquatic exercises, but made no mention of the fact that she was medically unable to use the sessions purchased and had no active membership that the note would apply to Our last conversation with her bank on November 30, 2016, reviewed all of this information and she disconnected the call To date, Ms***’s charges have been declining and the account has a delinquent balance of $ Also, Ms [redacted] has now disputed one of the charges for $from October 24, 2016, which we have to see that process through once started It appears very clear that Ms [redacted] does not want to use the personal training, however, since no proper proof has been provided, the financial terms and conditions do not change In an effort to provide a resolution, we are willing to cancel the personal training with mention of the following To date, she has paid a total of $and has an unpaid balance of $1, She used seven (7) sessions in the months of August and September @ $each which would deduct $350, leaving a balance of $ Once the dispute process has been completed and/or we receive a letter from her banking institution showing the dispute is completed and/or dropped, we will review the final refund amount pending the outcome of the disputed amount This cannot be done until written confirmation has been received as we are obligated to cooperate with the dispute process and see it through completion Ms [redacted] is welcome to reply via this submission or we feel we can be of greater assistance having her contact our corporate office and working with our Director of Customer Service Kathy who she can contact via [email protected] to see this process through There will be a timing factor that we have to follow before we can refund any final amount to her We are certain Ms [redacted] is more than frustrated with this process, but with complete respect, we have worked countless times trying to assist her within our terms and conditions of her signed Personal Training Agreement We do not want our members to be frustrated and while she is welcome to her opinion, we stand confident on our reputation of being an excellent company More importantly, one willing to work for a resolution to improve Ms***’s customer experience We await her response to our offer for an amicable resolution

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meAs long as my membership was not revoked, I am ok with the outcomeThank you Sincerely, [redacted]