X Sport Fitness-Big Rock

The Revdex.com submission was filed on February 15, 2017, and we have reviewed the member [redacted] account.   We ask his parent or legal guardian to please provide us additional information to be able to answer their questions and/or concerns.   On October...

7, 2016, the member and [redacted] purchased a monthly gym membership for $33.50 with an annual maintenance fee of $9.95, and 24 personal training sessions for $1,104.00. We are unclear on how to assist the family since the membership has not been cancelled and the member is actively checking in and using the club.   Additionally, 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 25 miles from a gym location, is deployed, or is on a missionary trip.   The account does show that on December 7, 2016, the General Manager pushed out the training payments until after the member’s sports season ended, which would start to bill again on April 15, 2017. To date, the member has used four (4) of the sessions and the payment plan is still unpaid at this time due to the plan being temporarily suspended.   We welcome Mr. [redacted] to communicate through the Revdex.com submission or feel free to contact [redacted]and request a follow up call to discuss via telephone to be able to assist them.   We want to ensure they receive clarification for all concerns.

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]

The Revdex.com submission was filed on September 7, 2016, please note Ms. [redacted] had begun conversations with a representative at our corporate Customer Service Center In August.   We also received information from the Fitness Manager at the Chicago Ridge location.  A...

review of this combination of information was conducted and in an effort to amicably resolve her concerns, we are cancelling the Personal Training Membership Agreement for twenty-four (24) sessions and refunding the total amount paid of $1103.76 on July 25, 2016.  This amount will be refunded via check to the address provided on the submission.  She can expect to receive it in the next 5-10 days.  XSport Fitness attempted to accommodate her schedule and she was willing to work with us, but we didn’t deliver the level of customer service needed to accomplish her goals.   We regret that her customer experience wasn’t 100%, but appreciate her bringing her concerns to our attention for review.     Ms. [redacted] indicated she enjoys using the club and her gym membership is good through February 20, 2018.   It is our understanding that she wishes to continue using the gym, but if that is not correct, she is welcome to contact us.   We appreciate her continued membership and hope that this resolution meets to her satisfaction

Initial Business Response /* (1000, 6, 2015/07/27) */
The Revdex.com submission was filed on July 17, 2015 and Mr. [redacted] spoke with [redacted] in our Customer Service Department on July 24, 2015 to discuss and successfully resolve this matter with the member. We will accept his submission...

as his written request for cancellation of his membership. Mr. [redacted] will see a refund posted to his card on file within 3-5 business days. We trust this meets to his satisfaction to address his concern. We wish him success 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.

In response to the Revdex.com submission on December 1, 2016, please note that Ms. [redacted] also submitted an email to our Voice of the Customer resource with a duplicate of this concern on December 5, 2016.  Our response was provided to her December 8, 2016, as follows:   Our...

records indicate you enrolled for the Tanning Membership on 9/25/16 and paid a prorated Tanning Membership fee of $3.30.  As the Tanning Agreement, that you signed and authorized, indicates, you must be enrolled for at least three (3) full billing cycles before the tanning cancellation can be effective.  Consequently, the monthly Tanning Membership fees you were auto charged at $16.49, each, on 9/26/16, 10/25/16, and 11/25/16, cannot be refunded.  I assure you, I have cancelled the tanning membership going forward and you will not see any further auto charges from XSport Fitness for this Tanning Membership. Ms. [redacted] did reply on December 8, 2016, @ 3:23 pm “got it. Thanks.”   We have provided Ms. [redacted] an explanation of the charges.   As an additional customer courtesy, we would be willing to extend two months on the tanning membership for her use, which does include the hydro massage as part of the membership she purchased.   If Ms. [redacted] is interested in accepting our offer, she can reply via this submission or email us at [email protected] and reference the Revdex.com complaint id number and that she would like to accept this offer.   If not, then the current tanning membership is due to expire December 24, 2016.     We await her response or wish her well in her future fitness endeavors.

The Revdex.com submission was filed on September 28, 2016, please note that Ms. [redacted] had already contacted the Customer Service Department on September 20, 2016, requesting to cancel the personal training.   At that time, she was made aware of the terms and conditions of the...

agreement she signed on May 10, 2016.    Our records reflect that Ms. [redacted] Personal Training Agreement provides she signed up for 40 training sessions with a total cost of $1,840.00.   On the signup date, she paid $368.00 for the down payment with monthly installments of $163.56 for the months of July 2016 – March 2017.  To date the payments have been made for July 11, August 10, September 16 (originally attempted on September 10, but declined).  Future payments are scheduled to be deducted per the installment schedule.  We show Ms. [redacted] used eight (8) training sessions to date, which would be a $368 value.  However, she provided she only used six (6) which we honored.  She has paid a total of $858.68, which leaves a credit paid of $582.68.  However, an unpaid balance of $981.32.  When Ms. [redacted] contacted us, she was informed she was outside of the three (3) day cancellation policy, and that the sessions were not refundable unless a member cannot use the sessions due to medical issues, moves more than 25 miles from a gym location, is deployed, or is on a missionary trip. Also, that the sessions expire one per week and in her case forty (40) weeks from May 10, 2016, which the agreement also reflects.       On October 3, 2016, we received a cancellation request due to relocation proof and have since cancelled both the gym and personal training memberships.  On October 11, 2016, a refund was processed to the member’s credit card on file for the unused training balance, which she would see in the next 3-5 business days.  On October 13, 2016, the Director of Customer Service spoke with Ms. [redacted] to review the refund processed as an adjustment had to be done, which we provided an explanation to Ms. [redacted] and she appreciated the call and details.   We did apologize for the correction, however, it met with her satisfaction.     We wish Ms. [redacted] well in her 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,
Elizabeth [redacted]

In response to the Revdex.com submission filed on June 11, 2017, Ms. [redacted] was in contact with a Customer Service Representative through Voice of the Customer on May 27, 2017.  Ms. [redacted] had been disputing recent charges, however, we had no record of her cancellation request via...

the two ways to cancel.  A member can either cancel in person at the club location where they signed up or by sending a letter to the corporate office [redacted] Aurora, IL 60507.  We cooperated with the dispute process and accepted that request as her wish to cancel and allowed the May 11, 2017, charge, to be returned to her.  The gym membership has been cancelled.       We regret to hear of her customer experience and are always willing to work with our members to provide a high level of customer service.  We have Customer Service Representatives available by contacting [redacted] Monday-Friday 8:00 am – 6:00 pm with any concerns.   We wish Ms. [redacted] well in her future fitness endeavors.

In response to the Revdex.com submission on July 11, 2017, please note our records indicate that Mr. J[redacted] had been in communication with our corporate Customer Service Department since the end of May.  Mr. J[redacted] last contacted us on July 11, 2017, following up on the refund...

process.   Our records reflect that on July 14, 2017, check [redacted] for $70.00 was mailed to him at the same address as this submission.   By this date, hopefully he has received the check via [redacted] mail.   If not, it should be arriving very soon.  This amount reflects two charges that occurred on May 28 and 30, 2017.  The account has been terminated and no further billing will occur.   We do regret any miscommunication on his customer experience.  We wish him well in his future fitness endeavors.

The Revdex.com submission was filed on February 10, 2017, and Mr. [redacted] had already begun contact with our corporate office through voice of the customer.  He was working with our Customer Service Representative Susan who had left a return call and replied through our voice of...

the customer email.   We apologize for the extended hold times that can and do occur, however Mr. [redacted] confirmed he did receive our email response.   As mentioned, we have cancelled the Personal Training Agreement dated August 9, 2016, due to a discrepancy on the signed paperwork.  A full refund was processed on February 6, 2017, to the credit card on file, which he would see in the next 3-5 business days.   We appreciate his continued gym membership and trust this resolution meets to his full satisfaction.

The Revdex.com submission was filed on March 17, 2016 and we did reach out to Ms. [redacted] in hopes of speaking with her directly.  In an effort to respond since we haven't been able to connect via telephone, our records reflect that Ms. [redacted] purchased 40 personal training sessions...

on November 8, 2015 and paid a total of $1,800.00.  The terms of the agreement state that the sessions will expire one per week (40 weeks thereafter).  The member has 35 unused sessions to use until August 22, 2016.  The Personal Training Agreements are not specific to one personal trainer, but rather between the member and the company relative to the personal training program.  Due to the personal trainer choosing to leave our company and this can and does occur, again it doesn't change the terms of the agreement between the member and company.  The member continues to have an active gym membership at this time and has until August 22, 2016 to use said sessions.  We are more than willing to coordinate with her, the Alexandria location or any of the three Virginia locations, to contact her and make arrangements with another very experienced and qualified personal trainer that are capable of providing the same level of training.We welcome her to respond via Revdex.com, contact our Customer Service Department at [redacted] or via email at [redacted]@xsportfitness.com if there is any additional information that we are unaware of regarding her account.Your membership is important to us and we appreciate your years of continued membership.

In response to the Revdex.com submission on August 23, 2017, please be advised that our Director of Customer Service reached out to Ms. K[redacted] on behalf of her daughter’s account and we successfully resolved her concerns.  The account has been cancelled and a refund was provided...

given the information she shared.  On August 25, 2017, a refund was processed on the credit card on file, which they would see within 3-5 business days.   We appreciate Ms. K[redacted] bringing this to our attention and want her to know in the future, she is welcome to contact our corporate office [redacted] for assistance or our website [redacted]com, drop down memberships, voice of the customer, and email us her concerns so we can assist right away.    We regret any inconvenience this may have caused and wish her daughter well.   We appreciate Ms. K[redacted] continued membership.

In an effort to follow up with Ms. [redacted], our Customer Service Representative Mike has left two voicemails in hopes of speaking with the member.  To date, it appears they have been unsuccessful speaking.  The terms and conditions of the Personal Training Agreement are between the member and our company not a specific trainer.  The terms are provided within the signed agreement and in fact mention the expiration period.     Again, we are willing to reinstate the twenty-seven (27) sessions that were expired on the account.  We welcome her to contact Customer Service [redacted] and let us know if she would like her account updated to use the balance of the sessions.    We feel confident that we can answer all her questions and concerns to resolve this matter amicably.

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 19, 2015, we are in receipt of the member’s cancelation letter.  On October 26, 2015, check #[redacted] for $35.00 was sent to the member for...

reimbursement of the September dues.  The member should have received the refund check by this time.  The gym membership has been canceled.  We regret to hear of the customer experience and do apologize for any inconvenience this caused.  We appreciate her bringing this matter to our attention.  The feedback is very important to us.  We wish Ms. [redacted] success in her future fitness endeavors.       [redacted]

Initial Business Response /* (1000, 7, 2015/09/16) */
The Revdex.com submission was received on August 18, 2015 and Mr. [redacted] spoke with a Customer Service Representative on August 25, 2015 regarding his complaint. On September 3, 2015 a refund was processed and check #XXXXX was...

mailed to Mr. [redacted] to amicably resolve this matter. We trust this met with his satisfaction and wish him success in his future fitness endeavors.

Initial Business Response /* (1000, 5, 2015/07/27) */
The Revdex.com submission was received on July 14, 2015 and you spoke with [redacted] at our corporate office on today's date to discuss the matter, which was successfully resolved. Your membership has been canceled and you should...

receive a refund check in the next 5-7 business days at your home address. If you have any questions or concerns please contact [redacted] at the corporate office or by way of written correspondence through either the Revdex.com or [email protected]. We trust this has addressed your concerns and wish you the best in your fitness endeavors.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was contacted by a representative of Xsport Fitness who was able to quickly resolve the case by offering me a full refund, canceling my membership and training package and extending an invitation to try Xsport Fitness again in the future with free monthly passes.
I am satisfied with the resolution and hope that Xsport Fitness will seek to improve honesty in communication from their employees as well as improving their customer service by considerably reducing hold time for their customer support line.

The Revdex.com submission was received on May 31, 2016 and our records reflect that on the same date of this submission a 7 day guest pass was issued to Mr. [redacted] at the [redacted] club location.  This pass would allow the guest to visit that location for seven consecutive days,...

which would be through June 6, 2016.  If there is any additional information we need to be made aware of on this customer experience, please feel free to provide.  If Mr. [redacted] did not return to the location to experience the facility, we would welcome him back for a 30 day trial period.  If he is interested in receiving this one time courtesy, please have him email [redacted] and we will make the necessary arrangements to have him return to the club to complete the necessary paperwork.We do appreciate the feedback and would welcome him to contact a Customer Service Representative in the future if he has any questions or concerns to discuss.

Complaint: [redacted]
I am rejecting this response because: I was never told anytging about the points the gym is referring to, and when I cacelled my memebership it was because of the inhablity to use the classrooms's space to do floor exercises. I requested back then the cancelation of my memebership and the reimbursement of my money. I actually sent a notharized written letter requesting the cancelation of my memebership and the reimbursment of my money. It is imposible to believe that a gym cant have a space for memebers to do floor exercises. Not everybody uses weight machines or uses treadmills machines. A lot of people do floor exercises independently and in any case I am pay for a total use of a gym facility not for the partial use of it. Therefore, I want my money back because the contract I paid for is a deceiving one. 
Sincerely,
Maria [redacted]

In response to the Revdex.com consumer rebuttal, respectfully we received correspondence from the Revdex.com dated November 6, 2017, stating “The consumer responded positively, thus the closing of the complaint as resolved”.   Ms. S[redacted] did request the refund of the cancellation fee and on November 7, 2017, we processed this refund which she would have seen within 3-5 business days.   We regret any miscommunication in our response, however  our understanding from the communication was that this was closed.   Respectfully, we would appreciate this submission to be updated as answered and successfully closed.