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.
Just for correctness, I would like to clarify that this statement "...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." is false. I went in to the South Barrington location, where I spoke with a gentleman who cancelled my membership for me. 
Sincerely,
[redacted]

In response to the Revdex.com submission on September 29, 2017, we have reviewed Ms. C[redacted] account and do not show a cancellation request prior to the date of her submission, which was a day after the account was billed for the September 28, 2017.  Her last check in was August...

30, 2017, so we are to assume she cancelled her membership sometime in between this timeframe.  Ms. C[redacted] did not share if she received a copy of the cancellation request from the gym, but that should have occurred as well.  That would be her proof of cancellation, should we not receive for any reason.  We do regret any inconvenience, however, we would have refunded the charge within thirty (30) days due to the timing of the cancellation.  Our records do not reflect that Ms. C[redacted] contacted the corporate Customer Service Call Center [redacted] or our website [redacted]xsportfitness, drop down memberships, drop down voice of the customer to email us her concern.  We stand ready, willing, and able to assist our members.  We could have assured her this would be resolved.     We have refunded the monthly charge that occurred for $39 to the credit card on file, which she should see within 3-5 business days and the gym membership has been canceled.  We wish Ms. C[redacted] well in her future fitness endeavors.

The Revdex.com submission was filed on March 20, 2017, and she had spoken with our Customer Service Department on the same date.  We are not certain if she filed this submission before or after she spoke with us.  To review her experience, our records show that on March 10,...

2017, the exact prices of these products and discounts provided were emailed to Ms. [redacted]  She did in fact receive the 75% discount on the second case for Isopure and Quest bars.  It was determined and relayed to her that there was a difference of $8.76 that was due to her from original charge of $137.28, which a refund was processed to her credit card on file.  At that time of the email, the member stated she was quoted different pricing, which respectfully are not the prices of our products.   We regret any miscommunication or misunderstanding at the time of purchase.  When she spoke with Customer Service, we extended the offer to return one of the products unopened for a credit, however, she had already opened both items.   We trust this provides some clarity to the member and perhaps this was resolved after she submitted, however, we wanted to ensure she had a clear understanding.  We appreciate her continued membership and are willing to provide one month of gym membership to her if she would like to accept for her customer experience.

Here is our response to the following complaint that we received by mail:   In response to the Revdex.com submission was filed on January 12, 2016 please note Mr. [redacted] signed up for anew gym membership on January 10, 2016 and submitted his complaint to the Revdex.com on January 11,...

2016, which is within the three day terms to cancel.  Additionally, he contacted the corporate customer service center January 14th, 19th and 21st to follow up on his cancellation letter he submitted.  Since he was within the terms, we have canceled his membership and refunded the full payment of $70.00 to his credit card on file.  He will see this refund within the next 3-5 business days.   We regret to hear Mr. [redacted]’s choice to cancel but we respect his decision.  We wish him the best in his future fitness endeavors.   [redacted] Executive Affiliates, Inc. [redacted]
[redacted]
[redacted]
[redacted]

In response to the Revdex.com submission on October 3, 2016, please note our records indicate that Ms. [redacted] has been speaking with Betty in our Customer Service Department, however, we do not have record of receiving the fax request discussed.  If you have a confirmation sheet...

providing proof of the fax successfully being submitted to us, you are welcome to email that copy to [redacted] for proof of receipt.   We have located the gym membership, Xit training membership and tanning membership on file.      For informative purposes, all cancellations can either be sent to the corporate office [redacted] 60507, 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.   In either case, we have not received her request after our conversations and would have allowed acceptance of a fax cancellation.  Due to our records indicating Ms. [redacted] has attempted to communicate her effort to cancel, we are willing to provide a resolution.   We have cancelled the tanning account effective October 11, 2016, refunded from last date of service on July 9, 2016, and processed a refund to the credit card on file for $65.97.   Also, we have cancelled the gym membership and xit training memberships.   We have refunded 90 days for each account and processed a refund to her credit card on file as of 10/13/16.   She should see this credit in the next 3-5 business days.     We regret that the process took longer to resolve, but needed to hear from Ms. [redacted] to assist.   We trust this will meet to her full satisfaction, and wish her well in her future fitness endeavors.

In response to the Revdex.com submission on December 19, 2017, we have reviewed the member’s account and Membership Agreement copy that he provided for review.  Mr. L[redacted] had also contacted us via voice of the customer.  The Agreement he submitted for review was dated...

6/30/17-6/30/18 with the 360 reward points, which can be redeemed for months of gym membership or spa services.  Mr. L[redacted] gym membership did not expire until November 12, 2017, but it appears he renewed his membership in June 2017.  We have honored the signed Agreement and the account has been updated with the points redeemed to extend the gym membership through November 12, 2019.   However, it is important to note that the buy one year get one year promotion is typically available to first time members only.  Mr. L[redacted] has benefited from this promotion on three occasions, a total of thirty-six (36) months of gym membership.  Moving forward, unless there is a special promotion running at the time of renewal that he would be eligible to receive, we can no longer honor the 360 reward points.  We will follow up with our staff to ensure that our team is extending promotions that our members are eligible to purchase and receive.  We do appreciate his renewal of membership and trust he is satisfied with our resolution

In response to the Revdex.com submission on June 30, 2017, please note our records indicate that Mr. S[redacted] had been in communication with our corporate Customer Service Department since the end of June.  Mr. S[redacted] was told that the refund process could take up to thirty (30)...

days (July 30, 2017).  We have reviewed the account and see that this matter was successfully resolved with a refund being processed on July 17, 2017, for $53.45 to the credit card on file.  This amount includes the return of one month of dues of $33.50, one annual maintenance fee of $9.95, and a courtesy on refunding the cancellation fee of $10 as well.  You should see the credit within 3-5 business days.   The membership is cancelled and no further billing will occur.   We do regret to hear of the miscommunication between the sales staff and the member at the time of signup.     We wish Mr. S[redacted] 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,
Klaire [redacted]

Initial Business Response /* (1000, 8, 2015/07/23) */
Per the telephone conversation Ms. [redacted] had with [redacted] in our Customer Service Department on July 20, 2015, we are awaiting her medical proof paperwork, which she stated will be emailed in the next couple of days. We await this information to...

continue to assist her in this regard.

The Revdex.com submission filed on April 20, 2017, has been received and reviewed.  Ms. [redacted] is not eligible for membership due to previous activity in our facility.

In response to the Revdex.com submission on December 19, 2017, please note that on today’s date the Customer Service Manager contacted Mr. C[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.  Mr. C[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 on February 24, 2016, the Membership Agreement you signed on December 1, 2013, you purchased buy one year get one year free (in the form of reward points).   On January 13, 2014, you sent a letter to cancel, which was received on January...

15th.  On January 17th, we have call records that you contacted Customer Service in regards to your cancellation letter.  At that time, our reflects that due to personal training not able to be canceled and non-refundable after three days of purchase, you decided to keep your membership and we redeemed the reward points for the second year of membership, which extended the membership through December 1, 2015.  On the Agreement, your signature authorized the monthly power renewal to begin effective December 1, 2014, however, with your redeemed points your monthly membership renewal was extended to December 1, 2015, for $33.50 per month.On December 1, 2015, you were charged $33.50 and then on January 18, 2016, you disputed this amount, which continues to be in the dispute process.   At this point, we have to wait until the dispute is settled. In an effort to amicably resolve your concern, we will accept the Revdex.com submission as your cancellation request and canceled your membership.    We trust this addressed the request to your satisfaction and wish you success in your future fitness endeavors.   ever, with your redeemed points your monthly membership renewal was extended to December 1, 2015, for $33.50 per month.  On December 1, 2015, you were charged $33.50 and then on January 18, 2016, you disputed this amount, which continues to be in the dispute process.   At this point, we have to wait until the dispute is settled. In an effort to amicably resolve your concern, we will accept the Revdex.com submission as your cancellation request and canceled your membership.    We trust this addressed the request to your satisfaction and wish you success in your future fitness endeavors.

In response to the Revdex.com submission on June 22, 2016, please note that we have no record of Mr. [redacted] contacting our Customer Service call center until June 21, 2016, inquiring about the cancellation process.   On June 22, 2016, he went to the Chicago Ridge facility and...

completed the cancellation form.   The membership has now been cancelled.   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.  Mr. [redacted] indicated in his submission that he sent in a cancellation notice.  If he has any proof of mailing that he would like to forward to us for review, please have him send to [email protected].   The last charge that was collected on Mr. [redacted]’s credit card on file was June 22, 2016, for $35, which we have refunded to his credit card on file.   As a customer courtesy, we will provide an additional refund for the last ninety (90) days of non-use, which would be three months of membership dues.  He would see the credit on his card in the next 3-5 business days.   We hope this customer service gesture will meet to his satisfaction, and wish him success in his future fitness endeavors.

In response to the Revdex.com submission on January 23, 2016 we are in receipt of Ms. [redacted]'s medical note effective April 2015 that she provided on January 15, 2016 to our Customer Service Department.  Ms. [redacted] meets the criteria to be eligible for a refund on the gym and...

personal training memberships.  The member will receive a refund for the monthly gym membership from April 2015 through November 2015, which represents the eight payments processed on her credit card for $33.50, a total of $268.00.  On January 21, 2015 Ms. [redacted] purchased 36 personal training sessions and paid $1,746.00.  Per the agreement the sessions expire one per week from the date of purchase.  To date she either used or cancelled in less than 24 hours notice on these five dates:  February 4,6,12,16 and 18 of 2015 at the Naperville location.  There are 31 remaining sessions at $48.50 each a refund of $1,503.50.  A total refund check of $1,771.50 will be sent to Ms. [redacted]'s address on the submission within 7-10 business days.  We have canceled both the gym and personal training memberships.On January 29, 2015 Ms. [redacted] purchased a spa service for one 50 minute massage.  This introductory service expired on March 29, 2015 and was already extended on one occasion; therefore, she does not qualify for a refund.  However as a courtesy we will provide this service on file for her to use until June 1, 2016.Should Ms. [redacted] have any questions we would encourage her to contact the Customer Service Department at 877-417-1450 or contact us via email at [email protected] wish her well in your future fitness endeavors.

Complaint: [redacted]
I am rejecting this response because:I am a 10 year customer.  I have...

offered a reasonable resolution of the issue i.e. I promised never to go back to the gym where the alleged problem occurred and further promised to go a different Xsport gym.  In other words, I wanted to start over--to the benefit of all involved, including xsport.At 40+ dollars per month, I spent thousands of dollars for my 10-year membership.  Never once was there a problem.  Now, without the courtesy of an explanation, X-port will not extend this courtesy to a long time customer. I am entitled to an explanation.   Would you please ask them to do this one simple little thing.
Sincerely,
[redacted]

The Revdex.com submission was filed on August 17, 2016, and Ms. [redacted] had already contacted the Customer Service Department on August 10, 2016, stating she wanted to cancel her personal training.  She was informed a member must send a written request within first three (3) days...

of purchasing, which was almost 30 days past.    A review of her account, indicates on July 19, 2016, Ms. [redacted] purchased 14 personal training sessions totaling $644.00.  She paid a $161.00 down payment, with a balance due of $483.00, three monthly installments were set up for August, September, and October 2016.  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.  According to her submission, she understood the terms of the agreement different than what was provided in writing.  It is important for the member to read what is provided in writing in addition to the verbal understanding at the time of sign up to have a clear understanding prior to signing the agreement.  In an effort to amicably resolve, we are willing to provide a one-time courtesy and cancel the personal training.   Ms [redacted] received/used two sessions ($92.00) so we have deducted that amount from what she has paid to date ($322.00) and refunded the difference of $230.00 to her credit card on file.  The balance of the training costs have been removed from her account along with any remaining sessions.   She can expect to see the credit within 3-5 business days.   We appreciate her continued gym membership and feedback.       We trust this resolution meets to her satisfaction

In response to the Revdex.com submission on October 5, 2016 please note that Ms ** had been in communication with our Customer Service Department.  Our records reflect that on October 3, 2016, Ms. **'s account was placed on a freeze.  Additionally a refund for the month of...

September was refunded to her credit card on file.  She will see this refund in the next 3-5 business days from October 3, 2016. We appreciate the member's feedback and regret the delay in getting this addressed quickly.  Keep in mind, if our Customer Call Center has a long wait time, you are welcome to email us through the www.xsportfitness.com website and access the Voice of the Customer.  Our team will respond timely regarding your concern.  If you require any additional assistance please do not hesitate to contact us. Thank you for being a valued member.

Initial Business Response /* (4001, 14, 2015/06/05) */
We have received your second Revdex.com submission and want to provide you additional information on the freeze requirements. Freeze request must be for a minimum of one month to month period. We provide freeze requests for move, military, mission,...

and medical with specifics for each category. We do provide a request form to our members. In your specific case, if you travel for more than 30 days at a time, you can provide proof along with the completed request form to the corporate office attn: Customer Service via fax [redacted] or in writing to[redacted]. If the freeze request qualifies, the account would be placed on hold for this specific time and once you check into the facilities it releases the freeze period immediately and billing will resume. Freeze requests must be in writing, signed by the member and written proof of qualifying event sent to XSport Fitness for consideration. Written requests must be received 14 days prior to the effective date. The maximum on all requests is twelve consecutive months and military is 36 months. This process would be something the members has to manage based on their schedules and once the requests are submitted, we are more than willing to work with the member. I hope this helps clear up any confusion in this regard. We do want you to have a good understanding so if there is anything further we can answer in this regard, please feel free to contact our customer service department. Thank you for your 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,
Brian [redacted]

Complaint: [redacted]
I am rejecting this response because: I waited 48 hours to file a chargeback dispute with [redacted] Bank.  This was after multiple attempts calling and getting stuck in voicemail.  Finally, I sent two letters to this company with verifiable receipts.  So, I do not wish to state this is resolved until and unless [redacted] resolves it.
Sincerely,
[redacted]