X Sport Fitness-Big Rock

The Revdex.com submission was filed on March 21, 2016 and we have reviewed the member's concern.  We regret to hear of her customer experience and as a courtesy, we have refunded her credit card on file for $7.48 as of April 1st, and she should see that refund in the next 3-5...

business days.In an effort to provide some clarity.  As a company, we do not price match with any competitors.  The information she received was in error that we could offer a discount or that manger could correct the transaction with an additional percentage off.  We will ensure that our staff is trained on the retail process and that as a member, [redacted] is provided clear and concise information to avoid any future miscommunication.Should the member have any future concerns, we would encourage her to contact the Customer Service Department at [redacted] or via email at [redacted]  A representative would be happy to assist her in regards to any questions on her membership.We appreciate the feedback, her gym membership and trust this will meet to her satisfaction.

In response to the Revdex.com submission filed on May 24, 2017, our Director of Customer Service Kathy left a voicemail on June 2, 2017, in an effort to discuss the circumstances.  In the meantime, we have spoken with the Alexandria club location and confirmed with the Personal...

Trainer and General Manager that a discussion was provided to extend one ptx (personal training experience) over a period of fourteen (14) months on Ms. K[redacted] account.  It was initially to be added on a monthly basis at the club level.  However, in an effort to provide a positive resolution, we have added fourteen (14) ptx’s on account as of today.  We do regret the miscommunication between the club location and the corporate office.   Moving forward, we will work to have any agreement on sessions and/or ptx’s included on the Membership or Personal Training Agreements to ensure both parties have a clear understanding.    We trust this meets with Ms. K[redacted] full satisfaction and we appreciate her patience to resolve.   We appreciate her continued membership with XSport Fitness.

In response to the Revdex.com submission, Ms. [redacted] contacted Voice of the Customer on November 22, 2015 and started discussions regarding a double billing concern she was receiving to her credit card on file.  After looking into things further, we were able to identify the source...

of the billing linked to her credit card on file.  Ms. [redacted] was being charged for a gym membership for herself and for T. Grant, which she was made aware of and confirmed the relationship to this member.  At the request of Ms. [redacted], on December 21, 2015, we cancelled this membership associated with her card and refunded accordingly, which she would have received within 3-5 business days.  Ms. [redacted] was informed and satisfied with the resolution.  Additionally, we provided one month to Ms. [redacted]’s gym membership for the customer experience.  Her next billing will be on February 14, 2016.   Should the member have any future concerns, we would encourage her to contact the Customer Service Department at [redacted].  A representative would be happy to assist her with her membership.   We appreciate Ms. [redacted] providing her feedback in this matter and trust we were able to answer her billing questions satisfactorily.  We appreciate her continued membership.     [redacted]
[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,
Victor [redacted]

Thank you for correcting this issue. [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, 5, 2015/10/01) */
In response to the Revdex.com submission filed on September 30, 2015 we have reviewed your agreement and the points referenced were not added to the agreement or checklist dated May 26, 2015. 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 2015 through April 2016. Her next billing will be in May of 2016. In an effort to explain to Ms. [redacted], personal training session valued at $47.70 per session or more, are eligible for reward points. Ms.[redacted] sessions were purchased at a rate of $45.00 per session, which under normal circumstances would not qualify for the points, which could be redeemed for months of membership. Ms.[redacted] in Customer Service tried contacting the member earlier today to discuss this matter. If she has any further questions after reviewing this response, we would be more than willing to speak with her. We value her membership and appreciate the feedback. We trust this meets to her full satisfaction and do apologize for the follow up on her part to get this resolved. For 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 /* (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 fix. This 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 previously. Please don't do this any other customer!

In response to the Revdex.com submission on September 5, 2017, our records reflect a credit for the June payment, however, a cancellation request was not entered to discontinue future billing.  We do regret this inconvenience and have updated the account to reflect a cancellation...

per his submission from June 2017.   We have also refunded the July and August payments to the credit card on file, which Mr. H[redacted] will see the refund within 3-5 business days.     If Mr. H[redacted] needs any further assistance, he is always welcome to contact us via [redacted]xsportfitness.com.   We appreciate Mr. H[redacted] sharing his customer experience so we can improve on his feedback.  We wish him well in his future fitness endeavors.

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, why. I have only been told that my membership has for some reason been terminated. I currently owe no outstanding fees nor have I had any incidents at any of the clubs. Upon entering the facility one day I was told that my membership has been terminated and provided no further response as to why. I will be addressing it further. I wish to again thank the Revdex.com for all of their help as it relates to this matter. Thank you very much, again.
Sincerely,
[redacted]

The Revdex.com submission was filed on February 24, 2017, and our records reflect that Ms. [redacted] had been in discussions with our Customer Service Representative Betty.  On Friday, March 3, 2017, in an effort to assist Ms. [redacted], our Director of Customer Service Kathy...

contacted her to discuss what had occurred.   We were informed that Ms. [redacted] had a verbal telephone conversation with our XSport club location inquiring about reinstatement membership costs.   However, it was not her desire to activate the account at that time.   She also shared that she had disputed the charges incurred with her bank and was in receipt of her funds.  We informed her that this account would be cancelled and we would allow the dispute.  She appreciated the call and we again regret that this misunderstanding occurred.  We do apologize for the delay in responding to her in a more timely fashion as it is very important to us to address concerns quickly.    Ms. [redacted] was provided Kathy’s direct line, however, if she needs to reach her for any reason she is welcome to contact her through [email protected].   We wish her well in her future fitness endeavors.

In response to the Revdex.com submission filed on April 25, 2017, our records reflect that Mr. [redacted] contacted Customer Service on May 1, 2017 and we assisted by processing a cancellation of the gym membership and refunded $19.95 to his credit card on file.  By this date, he should...

have received the refund to his card (3-5 business days).     This matter was resolved days after the submission was filed.  We wish Mr. [redacted] well in his future fitness endeavors.

The Revdex.com submission was received on September 4, 2016.  We have reviewed the complaint and [redacted], the Director of Customer Service contacted Mr. [redacted] today to discuss his account.  We assisted with his cancellation request and refund while he is attending college....

 We wish him the best in school and look forward to his return to XSport Fitness in the future.

The Revdex.com submission filed on April 21, 2017, has been received and reviewed.  Mr. [redacted] is not eligible for membership due to previous activity in our facility.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11092044, and find that this resolution is satisfactory to me.
Sincerely,
Ihor [redacted]

In response to the Revdex.com submission on October 27, 2015 please be advised that his matter was resolved and a refund was processed on November 11, 2015 for $630.00 to [redacted] credit card on file.  By this date, she should have seen the credit being that the refunds are...

processed within 3-5 business days.  If for any reason she has not, she is welcome to contact our Customer Service Department at [redacted] had contacted our Customer Service Department on October 9, 2015 and was provided the process regarding medical proof consideration for her personal training and membership.  Once documentation was received the refund process followed.We appreciate Ms. [redacted] providing her feedback in this matter and hope she was satisfied with the resolution we were able to provide.  We wish her well.

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 July 5, 2016, however, Ms. [redacted] spoke with our Director of Customer Service, [redacted], on July 1, 2016.  At that time, her customer experience and personal training membership was discussed and a resolution was accepted by Ms. [redacted].   ...

Ms. [redacted] signed a written Personal Training Agreement on April 8, 2016.  The terms of the Agreement are provided for a member to review and read prior to signing the Agreement, it includes the three (3) day cancellation policy from purchase date.    On July 1, 2016, the Director reviewed her account with her, Ms. [redacted] purchased 36 personal training sessions totaling $1,656.00.  She has paid a total of $1,159.20 towards the training and had an unpaid balance of $496.80. She confirmed that she used twelve personal training sessions, which were services provided and received.   Personal training sessions are 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.   On July 1st, we canceled her personal training sessions as a one-time courtesy with no qualifying documentation, transferred the value to gym membership and wrote off her balance owed for sessions.   It was Ms. [redacted]’s request to cancel the personal training, continue the gym membership, she agreed to use her last three personal training sessions, and apply training value towards months of membership.  This was done in lieu of writing off the balance owed per the written agreement.    We respectfully consider this matter closed.

To follow up to Ms. Smith’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 25 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 10:00 am-6:00 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 $420 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.

Initial Business Response /* (1000, 5, 2015/06/04) */
Per your conversation with [redacted] in Customer Service on 5/29/15, this matter has been amicably resolved and your membership has been canceled. Thank you for bringing your concerns to our attention.

The Revdex.com submission was filed on March 15, 2017, and she had spoken with our Customer Service Department regarding her concern previously.  Our records indicate that the member provided proof to freeze her account from September 2016 to December 2016.  After that time,...

the account was active and no request to cancel was received.   We cannot continue the freeze beyond the timeframe provided without qualifying proof.  We received a cancellation request on March 8, 2017, which was completed at the gym and staff requested consideration of the last month to be refunded.  The member spoke with Customer Service on March 14, 2017, and we confirmed the refund amount and offered the two months to her in membership without proof.  We extended a further resolution if the member was able to provide qualifying proof for her time away from the gym.     At this time, her membership is cancelled and no further billing will occur.  We wish Ms. [redacted] well in her future fitness endeavors.

The Revdex.com submission was filed on March 28, 2017, and one of our Customer Service Manager’s left a voicemail on March 31, 2017, for Mr. [redacted] to discuss his membership.   Our records show that he signed up for a gym and personal training membership on September 29,...

2016.   He purchased 20 sessions for $920.00, a down payment was made on that date for $184.00 and payments were scheduled for next several months until paid in full.   The terms and conditions of the Personal Training Agreement the member signed state that the sessions expire one per week from the date of purchase (20 weeks thereafter).  At this time, the sessions are expired and carry no monetary value for refund consideration.  As a resolution to Mr. [redacted] we would be willing to reinstate the 20 sessions on the account for the member’s use as a one-time courtesy.  He is welcome to contact Customer Service [redacted] and let us know if he would like his account updated.    Our call records do not show any contact made to our corporate office to discuss Mr. [redacted] account and we want him to know that we stand ready, willing, and able to assist him Monday – Friday 8:00 am – 6:00 pm in our Call Center [redacted] or he can contact [redacted] via email if that is more convenient.