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,
[redacted]

In response to the Revdex.com submission filed on February 6, 2016, cancellation of membership can either be done at any club location Monday - Friday 10:00 am - 6:00 pm by meeting with a General Manager and completing a cancellation 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 cancellation, privacy and protection of the member, and discontinuance of billing.  On February 12, 2016 we received a written cancellation letter to the corporate address.  Mr. [redacted]'s gym membership has been canceled and we will provide the refund to his card on file for the most recent payment on February 4, 2016 for $20.55.  He should see the refund in the next 3-5 business days.We regret to hear of any miscommunication or understanding in regards to the member's cancellation request.  If Mr. [redacted] has any further concerns he is welcome to contact the Customer Service Department Monday - Friday 8:00 am - 6:00 pm at 877-417-1450.  He is welcome to email any concerns to [email protected] do appreciate his years of membership and hope he returns as a member again.  We wish Mr. [redacted] the best in his future fitness endeavors.

In response to the Revdex.com submission on February 15, 2016, we had previously received [redacted] Voice of the Customer email on February 12, 2016, regarding the cancellation policy.    Due to the member already relocating out of state, we provided a courtesy to her...

and accepted her email as her cancellation request.    In an effort to explain the cancellation policy, membership cancellation can either be done at any club location Monday-Friday 10:00 am – 6:00 pm by meeting with a General Manager and completing a cancellation 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 cancellation, privacy and protection of the member, and discontinuance of billing.  [redacted] gym membership has been canceled.    We trust this addressed the request to your satisfaction and wish you success in your future fitness endeavors rmal style='margin[redacted]We regret to hear of the customer experience, but appreciate him bringing this matter to our attention.  The feedback is very important to us.  We appreciate his continued membership.

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,
[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,
[redacted]

Initial Business Response /* (1000, 9, 2015/07/20) */
Per your telephone conversation today with [redacted] in our Customer Service Department this matter has been resolved and you should see a refund in the next 3-5 business days. We trust this addressed your request to your satisfaction and wish you...

success in your future fitness endeavors.

Initial Business Response /* (1000, 6, 2015/09/02) */
This correspondence is provided as follow up to the Revdex.com submission originally filed on August 12, 2015 and the telephone conversations thereafter with Ms. [redacted] to obtain the medical proof needed to resolve her complaint. On...

September 2, 2015 the updated documentation was received at the corporate office and the personal training has been canceled. A refund check will be mailed to Ms. [redacted], which she should receive within the next 7-10 business days at the address she provided to the Revdex.com. This matter has been amicably resolved.
Initial Consumer Rebuttal /* (2000, 8, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The issue was finally resolved despite the bumps it took to get the desired result

Complaint: [redacted]
I am rejecting this response because:Again, X Sport Fitnesses I feel did not fully explain in their rules and regulations how the contest would be judged clearly.  They did not say that you had to loose the most body fat in your club to have your photos and essay used to be judged in the contest as Kelly explained to me on the phone.  I was lead to believe that all three parts were to be judged from the start.  And no I have not been given my results to this date.  Why was I told from the start I would be given my results in an email?  Why will x sport fitness not give me these results in writing?  I will say this once again, "What are they hiding?"
Sincerely,
[redacted]

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 $1.00 down.  He agreed to purchase a month to month membership...

for $49.00 with an annual maintenance fee that would be charged on the 15th of the following month of $9.95.  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 $49.00 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 information. We wish him well in his future fitness endeavors.

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,
David G[redacted]

Initial Business Response /* (1000, 10, 2015/05/21) */
This matter has been successfully resolved through the Customer Service Department at the Corporate office.
Initial Consumer Rebuttal /* (2000, 12, 2015/05/21) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)
Took care of fees and cancelled service as requested

In response to the Revdex.com submission on October 3, 2017, we have reviewed Ms. W[redacted] account and confirm the freeze timeframe.   Her account has been updated to reflect the membership is good through November 10, 2018.   We want to welcome her in the future to...

feel free to contact the corporate Customer Service Center at [redacted] Monday-Friday 8:00 am – 6:00 pm cst or via email at [redacted] drop down membership, drop down voice of the customer regarding any customer experiences.   We do show her speaking with a representative in August, however, if the account is frozen the months cannot be extended until the member returns.  We apologize for any miscommunication.    We appreciate Ms. W[redacted] continued membership and wish her well in health and fitness.

In response to the Revdex.com submission filed on March 11, 2016, please note [redacted] spoke with a Customer Service representative on March 10, 2016 regarding the gym membership.  We reviewed the account and were successful to provide an amicable resolution to [redacted] satisfaction....

 We do appreciate the member's continued gym membership.We regret to hear of the customer experience, but appreciate him bringing this matter to our attention.  The feedback is very important to us.

I was unable to submit using the online system, so I am responding via email: In response to the Bette Business Bureau submission on October 19, 2015, members that have incidents occur inside our facilities are encouraged to complete an incident report.  We do not show this information reported...

at our Woodbridge location to date.  Also, we do not show Mr. [redacted] being an active member, therefore, we are unable to confirm his check in at this location for said date and time.  Without having the incident documented with specifics, we can only inquire by way of this correspondence since no contact number was provided.  Mr. [redacted] is encouraged to provide names or physical description of who he spoke with at the gym.  We do post signage inside the gym locations that we are not responsible for lost or stolen items.  We do encourage the use of the valuables lockers to ensure the safety of member’s valuables. We regret to hear Mr. [redacted] complaint, but with the information reported by way of this submission are unable to provide any resolution.  If the member would like to discuss this matter, please have him email [email protected] and provide a contact number and a representative can follow up. Kim [redacted] Executive Affiliates, Inc. Capital Fitness, Inc. 47W210 US Highway 30 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.
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 Mr. Vanden 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.

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. As long as my membership was not revoked, I am ok with the outcome. Thank you. 
Sincerely,
[redacted]

In response to the Revdex.com submission on November 1, 2017, please note that on November 3, 2017, Mr. M[redacted] spoke with our Executive Director of Customer Experience and Human Resources to discuss the status of his refund.  We regret that his customer experience has been negative,...

however, we have in fact worked diligently to review his ongoing concerns.   In an effort to provide an amicable resolution, we offered to cancel the gym membership and provided a refund.  The refund was processed on November 3, 2017, which takes 3-5 business days so he should be in receipt of the credit by this date.    We wish him success in his future fitness endeavors.

In response to the Revdex.com submission on August 29, 2016, please note that Mr. [redacted] contacted our Customer Service Department on August 12th and spoke with [redacted], who accepted his cancellation via phone as a courtesy due to his customer experience.  At that time, we refunded...

the $9.95 annual maintenance fee to his credit card on file.  On August 16th Mr. [redacted] called [redacted] again and requested the $33.50 membership dues that he was charged on July 28, 2016, be refunded as well.    In an effort to explain the cancellation policy, membership cancellation can either be done at any club location Monday-Friday 10:00 am – 6:00 pm by meeting with a General Manager and completing a cancellation 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 PO Box [redacted], [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 cancellation, privacy and protection of the member, and discontinuance of billing.    A member may cancel their membership three (3) days from the date of signup, which in his case was July 18, 2016.  This is the same date he paid $1.00 down.   It is accurate to say that he is not eligible for a refund of either amount of $1.00 or $33.50.  A member is highly encouraged to read their Membership Agreement thoroughly prior to signing.  This ensures a full understanding of the terms and conditions outlined.  In an effort to provide an amicable resolution, we will refund the $33.50.  He will see a credit to his card on file in the next 3-5 business days.   The free month he questioned for his friend would be referred to as buddy referral points.  However, a member (himself) must have an active gym membership thirty (30) days from the date of signup in order for the points to be added to his friend’s account.   He cancelled before thirty (30) days.     We trust this meets to his satisfaction and wish him well in his future fitness endeavors.

Initial Business Response /* (1000, 8, 2015/05/04) */
XSport Fitness has received a cancellation letter from Ms.[redacted] and Mr. [redacted] postdated on April 11, 2015. As per their agreements, refunds will be sent to their credit cards on file in the amounts of $106.95 each, for a total refund of...

$213.90 before May 11, 2015.