X Sport Fitness-Big Rock

In response to the Revdex.com submission on November 5, 2017, our records reflect that Ms. S[redacted] recently spoke with a representative in our Customer Service Call Center.   Our cancellation policy provides two ways for a member to cancel and is provided in the Membership...

Agreement.   One option, a member can cancel in person at their home club Monday-Friday 10:00 am – 6:00 pm cst, meeting with a General Manager to complete the cancellation request.  Second option, send a written request to our corporate office [redacted] Aurora, IL 60507, we recommend return receipt so that the member has proof of their postmarked date.  We require a written signature to cancel the terms and conditions of the agreement.  When Ms. S[redacted] completed the cancellation request at the club, she should have received a copy of her cancellation form and is welcome to email that to us at [redacted]@xsportfitness.com for our records.  In the meantime, we have terminated the gym membership and provided a refund for two months to her credit card on file.  She should see the credit in the next 3-5 business days.   We regret any miscommunication in this matter and wish her well in her future fitness endeavors.

Initial Business Response /* (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, 2015 through February 28, 2016. We hope this addressed your request to...

your satisfaction. If we can be of any further assistance, please contact our Customer Service center Monday - Friday. Thank you for being a valued member of XSport Fitness.

In response to the Revdex.com submission on August 21, 2017, we regret the delay in our response.  Our records reflect the Personal Training Agreement was signed on August 16, 2016, to purchase 40 training sessions, at a total cost of $1839.60.  To date, seven (7) sessions had...

been used.   The sessions expired one per week from the date of purchase (40 weeks thereafter) which would have been May 29, 2017.   After this date, the sessions no longer carry any monetary value however, we are always willing to work with a member to reinstate the sessions on account.   In this regard, the member sent a medical note dated July 27, 2017, indicating they could no longer use the sessions.  However, these sessions were purchased prior to the date of the medical note.   If the member is being treated for a medical disability which occurred prior to the date of the note received, we would recommend a medical note that provides the dates they were under medical care and any restrictions/limitations for consideration.    We do regret any hold time that the member experienced with our call center.  A member can also contact us via email through our website [redacted]xsportfitness.com, drop down memberships, and then voice of the customer.  This allows an email resource for members to contact us as well.   We do show an active gym membership at this time, and check in history.   If the member would like to utilize their remaining sessions, we would be more than willing to reinstate the sessions for their usage.   If there is further medical documentation for review and consideration, please forward it to [redacted]@xsportfitness.com.

In response to the Revdex.com submission filed on December 8, 2016, Mr. [redacted] spoke today to our Director of Customer Service and we were successful to resolve his concerns.   We are happy to report that Mr. [redacted] chose to continue being a member of XSport Fitness, and we...

feel confident that his customer experience will be positive going forward.

In response to the Revdex.com submission on November 22, 2017, please note that on today’s date the Director of Customer Service contacted Mr. G[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 3-5 business days (pending holiday).  We wish him success in his future fitness endeavors and hope someday he chooses to return to XSport Fitness.

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 8 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 account. Her name is [redacted] and the credit card on both accounts was mine, with the same number. 
Sincerely,
[redacted]

Here is our answer to ID [redacted] (Mary [redacted]):   In response to the Revdex.com submission on August 26, 2016, please note that on that same date at 6:00 pm Ms. [redacted] spoke with Mike a Customer Service Manager at...

the corporate office.   On that date, he was successful in providing her with an amicable resolution.   It appears this submission was likely sent earlier in the day that this matter was resolved.     Our manager did provide his email contact information so if there is anything further needed relative to her account, she is welcome to follow up with him directly.     We appreciate her feedback and trust this met to her satisfaction.  We  wish her well in her future fitness endeavors.           Kim [redacted] Executive Affiliates, Inc. Capital Fitness, Inc. 47W210 US Highway 30 Big Rock, IL 60511 [redacted]-556-3270 FAX

I was unable to submit using the online system, so I am responding via email: In response to the Revdex.com submission filed on October 13, 2015, Mr. [redacted] first spoke with Customer Service on October 7, 2015.  On November 18, 2015, Customer Service Manager Mike contacted Mr....

[redacted] and discussed the terms of the signed Personal Training Agreement dated September 18, 2015, which he agreed to purchase twenty-four (24) sessions.  Mr. [redacted] stated he wanted to continue his gym membership, but due to his experience, Customer Service discussed options regarding his personal training.  Once of which was to keep the twelve personal training sessions paid to date and cancel the remaining twelve sessions along with removing the $540.00 balance.  Mr. [redacted] requested time to consider and would follow up. The written personal training cancellation policy is outlined in the agreement and states it can be cancelled within three days.  The personal training sessions are not refundable unless he cannot use the sessions due to medical issues, if member moves away from the gym, is deployed, or part of a missionary trip. On November 23, 2015, Mike from Customer Service followed up with Mr. [redacted] and after much discussion on resolutions, Mr. [redacted] informed Customer Service that he had already disputed the credit card charges of $540.00 with his bank for twelve (12) sessions.  Therefore, it was agreed that we would allow the dispute process and write off the balance due of $540.00.  The sessions have been removed and the personal training has been cancelled. We appreciate the member’s membership and for bringing this matter to our attention.  The feedback is very important to us. Kim [redacted] Executive Affiliates, Inc. Capital Fitness, Inc. 47W210 US Highway 30 Big Rock, IL 60511 [redacted]

Initial Business Response /* (1000, 15, 2015/07/23) */
The Revdex.com submission was filed on June 12, 2015, Mr.[redacted] purchased the 40 personal training sessions on November 28, 2004. The terms of the agreement state that the sessions have no monetary value as they expire one...

per week (40 weeks thereafter). One PT session was used and 39 remained. The gym membership was canceled in April 2015 per the member's written cancelation letter. The member contacted the corporate office via telephone in November 2014, requesting reinstatement of the sessions. Multiple calls were made and corporate approved reinstatement of 39 sessions. Thereafter, in April 2015, the member again contacted the corporate office and requested the sessions be transferred to his sister, [redacted], xXXXXXXX. Typically we need to receive a written request for this process to be done. We apologize for any misunderstanding after that point in time, but due to the time lapse and no further contact by either of the[redacted]'s we are uncertain where this communication broke down. This Agreement is over eleven years old. If we are to believe and we do, Mr.[redacted]'s assertion that he purchased the personal training in 2004, this is well past any contractual obligation. Regardless of the professionalism extended in the exchange of communications, as a courtesy to Mr.[redacted], we are willing to honor the previous request and reinstate the sessions in good faith as outlined. We are willing to provide his sister an upgraded super power pass gym membership at no charge for six months, which would allow her to access any of our club locations in the Chicagoland area. Additionally, we would transfer and activate the 39 sessions fo her use, again keeping in mind they have no value and are expired. Pursuant to the contract, the personal training is non-refundable. If the member wishes to accept the offer extended, he may respond by way of written communication through the Revdex.com or contact our Customer Service Department at XXX-XXX-XXXX and request to speak with the Director of Customer Service. We would be happy to make the necessary arrangements to resolve this matter.

Initial Business Response /* (1000, 5, 2015/05/07) */
Xsport Fitness did not receive a cancellation letter from Mr.[redacted] in January 2015. A cancellation letter postmarked on March 28, 2015 was received from Mr.[redacted] and his membership was cancelled accordingly. He was billed on April 1, 2015...

while his cancellation letter was in transit; however, he was refunded that payment to his credit card on file on April 3, 2015. As a courtesy and to amicably resolve this matter, XSport Fitness is willing to refund January, February and March, totaling $117.00 to Mr.[redacted]'s credit card on file.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, I will find this acceptable. I want confirmation that I will no longer be charged in the future for any subscription fees as it is cancelled. That confirmation would be much appreciated.
**

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, 2016.  The signed agreement indicates she purchased an annual super...

power pass membership for $599 with processing fees of $79.05 (normally $119).  A total of $678.05 charged to her credit card on file.  The membership she purchased allows her access to all 37 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 360 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 $14.95 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 $79.05 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.

In response to the Revdex.com submission filed on January 12, 2016, Ms. [redacted] is a previous member and is the cardholder for her sister Diana R.  Typically, we would correspond with the member that signed the Membership Agreement, but in this regard she is the cardholder and...

appears to be the individual who made the cash payment on her sister’s account.  Therefore, in reviewing the account we see that Diana R. signed up for membership on January 10, 2016, and a payment was processed on January 11th for $58.90.  We do apologize for the delay in refunding the $55.00 cash payment made at the time, but this was in fact done on January 26th to the credit card on file.  The refund takes 3-5 business days to be refunded, which she would have received by this date.   We regret to hear of any misunderstanding in this regard and appreciate the feedback.  As a result of the inconvenience, we have provided a month of membership to Diana R. for February as a courtesy for her customer experience.  We do appreciate Ms. [redacted] bringing this matter to our attention and trust it has been amicably resolved as of this date.  Kim [redacted] Executive Affiliates, Inc. Capital Fitness, Inc. [redacted] Big Rock, IL 60511 [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.
Note that many details of XSport's response are incorrect (for example, I never said anything about a 30 day membership, among other things), but the end result is what I wanted and I am happy to part ways.To the business - I know how to read a contract before I sign it, which I actually referenced in my complaint (because it is how I caught that she raised my rate without telling me). Rather than put blame on the consumer, why don't you take responsibility and train your sales staff to be ethical? You know, be proactive? You could also be proactive by changing the wording in your "free" personal training session emails - don't tell someone in writing they will be charged for a session if they do not attend if that's not true (and especially if they never scheduled it to begin with, as was the case with me). Surely someone in your marketing department has the ability to create different email rules/templates for different types of sessions. I am certain that looking for patterns in consumer complaints and proactively making changes in your business practices would lead to fewer complaints.
Sincerely,
Jo W[redacted]

In response to the Revdex.com submission filed on February 12, 2016 the Director of Customer Service spoke with Mr. [redacted] to discuss his daughter's account on today's date.  We regret to hear of this misunderstanding regarding the cancellation process, but effective today have...

ensured the account is now cancelled and no further attempts to charge the credit card on file.We appreciate the feedback to look into what occurred.  If Mr. [redacted] has any further concerns he was provided a direct contact number to discuss.  He is also welcome to contact [redacted] by email at [redacted]@xsportfitness.com and she will follow up.We trust this addressed his request and wish his family success in their future fitness endeavors.

The Revdex.com submission was received on October 27, 2015.  Per Ms. [redacted]’ Membership Agreement dated July 22, 2013, she purchased twelve months of membership and received 90 reward points.  In July 2014 she had the option to redeem her points for membership (30 points equals...

one month of membership) online at www.xsportfintess.com or request customer service to redeem the points for her, however, neither was done.  We spoke with Ms. [redacted]’ today regarding her account and were successful in providing her a resolution due to this concern. In regards to the personal training, Ms. [redacted]’ purchased 40 personal training sessions on July 22, 2013.  The written personal training cancellation policy is outlined in the agreement and states it can be cancelled within three days.  The personal training session are not refundable unless she cannot use the sessions due to medical reasons, moves more than 25 mile radius from an XSport location, is deployed or part of a missionary trip.  Additionally, the terms of the agreement state that the sessions have no monetary value as they expire one per week (40 weeks thereafter).  She used eighteen (18) personal training sessions and twenty-two (22) remained.  This Agreement is now over two years old, which is well past any contractual obligation.  Our call log reflects that Ms. [redacted]’ spoke with a Customer Service Representative on November 14, 2013, she inquired about canceling the personal training and was provided the terms that qualify for cancelation.  At that time, she stated she would forward medical proof.  On December 31, 2013, Ms. [redacted]’ again called Customer Service to cancel the personal training and no medical proof was ever received.  Ms. [redacted]’ indicated she would check with her medical doctor and follow up with me via email that I have provided once she obtained. In an effort to amicably resolve this matter, we are willing to cancel her membership by way of the Revdex.com submission and discussed with Ms. [redacted]’ we will provide a refund to her credit card on file for the months of membership since July 2014.  She will see the credit in the next 3-5 business days. We do apologize for any inconvenience this matter has caused Ms. [redacted] and appreciate her working with us to resolve.  The feedback is important to me.   Kim [redacted] Executive Affiliates, Inc. Capital Fitness, Inc. 47W210 US Highway 30 Big Rock, IL 60511 [redacted]

In response to the Revdex.com submission on September 14, 2017, our records reflect Ms. M[redacted] contacted us through Voice of the Customer.  At that time, our representative shared with her that on July 31, 2017, a monthly gym membership was purchased.   In her submission,...

she admits to requesting a gym membership, however, her understanding was for one month.  After further review, we have taken into consideration that there was no check in history and her account of what was presented, we will provide a full refund.  A credit will be processed to the visa credit card ending in [redacted] for $59.90 and she should see within 3-5 business days. The gym membership has been cancelled and we trust this resolution will meet to Ms. M[redacted] full satisfaction.     We do regret any miscommunication in this regard.  Going forward, we hope Ms. M[redacted] will consider our facilities in the future, and respectfully ask that she visit in person so all parties have a clear understanding of the available memberships and the terms and conditions.     We wish Ms. M[redacted] well in her future fitness endeavors.

In response to the Revdex.com submission filed on October 27, 2015, we received the member’s cancelation letter on October 26, 2015 and the payment was processed on October 25, 2015.  Given the timing on dates, we refunded the payment for $35.00 to the member’s credit card on file...

on October 28, 2015.  The member should have seen the credit by this time.  The gym membership has been cancelled. We regret to hear of the customer experience and do apologize for any inconvenience this caused.  We appreciate him bringing this matter to our attention.  The feedback is very important to us. We wish [redacted] success in his future fitness endeavors. [redacted] Executive Affiliates, Inc. [redacted]

The Revdex.com submission was filed on March 31, 2016, and we had received a cancelation request sent to the corporate office from [redacted] on March 28, 2016.  [redacted] recently signed a Membership Agreement on March 14, 2016, and paid $420.00 for a year of gym membership.  A...

member is eligible for a full refund if canceled within 3 days of signup.   Due to the timeframe, she does not qualify for a refund.   In an effort to provide additional information regarding [redacted]’s membership history, she first signed a Membership Agreement on December 12, 2013, and then sent a cancelation letter on January 14, 2014.  She signed second time on October 23, 2015, and purchased a gym membership and personal training.  She sent a cancelation letter on November 9, 2015, filed a submission with the Revdex.com, which resulted in a cancelation and refund.  This is now the third membership purchased, canceled, and second filing with the Revdex.com.  While we always welcome our members to return and achieve their fitness goals, [redacted] has joined the same location all three times, and is very familiar with our cancelation policy.     We have no record of her contacting our Customer Service Department at the corporate office to discuss any recent customer service issue or that she canceled at the gym location within the terms of the agreement.   Going forward, any future requests for a refund, may necessitate additional documentation relative to any dispute process with her via a bank statement indicating the transaction has not been disputed and paid by her bank.     We encourage her to experience the gym facility in hopes of enjoying the gym membership and its amenities.

In response to the Revdex.com submission filed on February 27, 2016 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.

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,
Brandon [redacted]