X Sport Fitness-Big Rock

Initial Business Response /* (1000, 5, 2015/09/16) */
The Revdex.com submission was received on September 15, 2015 and Mr. [redacted] spoke with a Customer Service Representative on the same date. Mr. [redacted] and his wife did request cancellation of their memberships within the 3 day time...

period. Therefore, a full refund was posted to the credit card on file today for both memberships. They should see this refund within 3-5 business days. We do apologize for any delay in the refunding process. We trust this addressed the request to their satisfaction and wish them success in their future fitness endeavors.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The refund was issued, but I should not have had to go to such great lengths to have XSport Fitness honor their contract. Consumers should not have to fight this hard for what they are entitled to, per the agreement. XSport Fitness issued the refund after the 30 day term, with breaches the agreement. This experience leads me to believe that XSport Fitness is an organization of low moral integrity and would never recommend them to a friend or family.

In response to the Revdex.com submission filed on March 21, 2016 please note that Mr. [redacted] spoke with our Customer Service Maanger [redacted] on March 23, 2016.  We reviewed his concern and were able to amicably resolve this matter to his satisfaction.  We appreciate the...

member's continued gym membership and his feedback regarding his customer experience.  If Mr. [redacted] has any further concerns, he is welcome to contact our email at [redacted] or the Customer Service telephone number [redacted]

In response to the Revdex.com submission on January 4, 2016, Ms. [redacted] spoke with [redacted]he Director of Customer Service on February 3, 2016.  After review, we were able to provide a resolution that met with the member's satisfaction.  The refund will post to her credit...

card on file within 3-5 business days.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 appreciate her continued gym membership.Should Ms. [redacted] have any future concerns we would encourage her to contact the Customer Service Department at [redacted] or contact us via email at [redacted]  A representative would be happy to assist her in regards to any questions on her membership or customer experience.

In response to the Revdex.com submission filed on November 18, 2016, we have reviewed Ms. [redacted] account information.  On March 14, 2015, she purchased 24 personal training sessions, which she paid a total of $1,080.00 for this package.   The terms of the Personal...

Training Agreement state that the sessions have no monetary value as they expire one per week (24 weeks thereafter or August 29, 2015).  On February 5, 2016, Ms. [redacted] spoke in person with a staff member at the Barrington club location and requested the remaining sessions be transferred to her mother’s account.   At that time, she had used 13, and had 11 unused sessions.  The sessions were expired, but a one-time courtesy was extended and on February 10, 2016, the 11 sessions were transferred to her mother’s membership for use.  As of this date, her mother used six of the sessions.  Our call records reflect Ms. [redacted] contacted our corporate Customer Service call center requesting cancellation of the sessions that are no longer on her account.  She was informed of this same information that they were previously transferred as requested and pursuant to the Agreement are non-refundable.    This information has been provided to Ms. [redacted] previously, but we do hope this provides further clarification.   We are in receipt of her gym membership cancellation effective November 1, 2016.  We wish her well in her future fitness endeavors.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11101483, and find that this resolution is satisfactory to me. I do not plan to use the spa. I am having surgery in a few weeks and then months of physical therapy, therefore, I will not have time to attend a spa.  Everything else is satisfactory to me and I will wait for the refund check in the mail. 
Sincerely,
Angie [redacted]

In response to the Revdex.com submission on March 16, 2016, [redacted] mentioned in the submission that he has chosen to dispute the charges for all of the products and services he purchased, once a dispute process has been filed, we will have to see said process through.  Please...

note that on January 6, 2016 [redacted] did speak with Kelly * our Director [redacted] and was provided an explanation to his concerns at that time in addition to a gift card.  On January 18, 2016 [redacted] again contacted Kelly * and in an effort to provide additional and final resolution, he accepted three personal training sessions on his account with a value of $150.00.We appreciate his feedback, but have spoken with [redacted] on two occasions and provided a good faith resolution.  At this time, we have addressed his concerns and provided clarification to him on the terms of the challenge.  The rules and regulations of the challenge are provided and agreed upon by participants upon entry.We appreciate [redacted] continued gym 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. Please inform Xsport that I am still considering cancelling my gym membership, but as of now I will keep it.
Sincerely,
Emily H[redacted]

In response to the Revdex.com submission received on December 5, 2016, we have reviewed the account information.   We understand Mr. [redacted] states he completed a cancellation request form at an XSport location in October 2016, however, we do not have any record of that request...

being received.  In an effort to provide a resolution, we have cancelled the gym membership and will be refunding his credit card on file for the months of October and November along with the annual maintenance fee charged on October 3, 2016.  Mr. [redacted] should see the refund processed to his card in the next 3-5 business days.   We do appreciate him bringing this to our attention.   We did not have any record of Mr. [redacted] contacted our Customer Service Call Center 877-417-1450 or emailing us at our Voice of the Customer, which can be found on our website www.xsportfitness.com.   Had this information been brought to us, we would have been more than willing to assist him with his concern.    We trust this meets to his full satisfaction as it exceeds his requested resolution.   We wish him well in his future fitness endeavors.