X Sport Fitness-Big Rock

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, please note Mr [redacted] signed up for anew gym membership on January 10, 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 $to his credit card on file He will see this refund within the next 3-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] ***

In response to the Revdex.com submission on January 4, 2016, please be aware that due to inclement weather recently, we experienced a minor leak that caused some repair and had to ventilate the area We do apologize for this inconvenience, but with XSport locations being open 24/ when incidents occur, unfortunately you may experience some inconvenience while we remedy the problemWe always to try to take care of the members needs first, repairs and a fresh look at the activities that members' and guests' might benefit from by adding new fitness options to our facilities such as Xit training.Thank you for providing us your feedback and appreciate your continued membership

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:am - 6: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, 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, for $ He should see the refund in the next 3-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:am - 6:pm at 877-417- 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 September 14, 2017, our records reflect MsM [redacted] contacted us through Voice of the Customer At that time, our representative shared with her that on July 31, 2017, a monthly gym membership was purchased In her submission, she admits to requesting a gym membership, however, her understanding was for one month After further review, we have taken into consideration that there was no check in history and her account of what was presented, we will provide a full refund A credit will be processed to the visa credit card ending in *** for $and she should see within 3-business daysThe gym membership has been cancelled and we trust this resolution will meet to MsM [redacted] full satisfaction We do regret any miscommunication in this regard Going forward, we hope MsM [redacted] will consider our facilities in the future, and respectfully ask that she visit in person so all parties have a clear understanding of the available memberships and the terms and conditions We wish MsM [redacted] well in her future fitness endeavors

In response to the Revdex.com submission on October 27, please be advised that his matter was resolved and a refund was processed on November 11, for $to [redacted] credit card on file By this date, she should have seen the credit being that the refunds are processed within 3-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, 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

In response to the Revdex.com submission on October 5, please note that Ms [redacted] 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-business days from October 3, 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 usThank you for being a valued member

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]

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 13, 2015, Mr [redacted] first spoke with Customer Service on October 7, On November 18, 2015, Customer Service Manager Mike contacted Mr [redacted] and discussed the terms of the signed Personal Training Agreement dated September 18, 2015, which he agreed to purchase twenty-four (24) sessions Mr [redacted] stated he wanted to continue his gym membership, but due to his experience, Customer Service discussed options regarding his personal training Once of which was to keep the twelve personal training sessions paid to date and cancel the remaining twelve sessions along with removing the $balance Mr [redacted] requested time to consider and would follow upThe written personal training cancellation policy is outlined in the agreement and states it can be cancelled within three days The personal training sessions are not refundable unless he cannot use the sessions due to medical issues, if member moves away from the gym, is deployed, or part of a missionary tripOn November 23, 2015, Mike from Customer Service followed up with Mr [redacted] and after much discussion on resolutions, Mr [redacted] informed Customer Service that he had already disputed the credit card charges of $with his bank for twelve (12) sessions Therefore, it was agreed that we would allow the dispute process and write off the balance due of $ The sessions have been removed and the personal training has been cancelledWe appreciate the member’s membership and for bringing this matter to our attention The feedback is very important to usKim [redacted] Executive Affiliates, IncCapital Fitness, Inc47WUS Highway Big Rock, IL [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 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, Our response was provided to her December 8, 2016, as follows: Our records indicate you enrolled for the Tanning Membership on 9/25/and paid a prorated Tanning Membership fee of $ 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 MembershipMs [redacted] did reply on December 8, 2016, @ 3:pm “got itThanks.” 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, We await her response or wish her well in her future fitness endeavors

In response to the Revdex.com submission on November 1, 2017, please note that on November 3, 2017, MrM [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-business days so he should be in receipt of the credit by this date We wish him success in his future fitness endeavors

Complaint: [redacted] I am rejecting this response because:I am a year customer I have offered a reasonable resolution of the issue i.eI 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 customerI am entitled to an explanation Would you please ask them to do this one simple little thing Sincerely, [redacted]

In response to the Revdex.com submission dated January 19, 2017, we have reviewed his account and see that he had been in communication with our Customer Service Representative Susan since the same date of his submission We were awaiting documentation from Mr [redacted] that has since been received This matter was successfully resolved to the member’s satisfaction We wish Mr [redacted] well in his future fitness endeavors

Initial Business Response / [redacted] (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 canceledThank you for bringing your concerns to our attention

In response to the Revdex.com submission, Ms [redacted] contacted Voice of the Customer on November 22, 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 TGrant, which she was made aware of and confirmed the relationship to this member At the request of Ms***, on December 21, 2015, we cancelled this membership associated with her card and refunded accordingly, which she would have received within 3-business days Ms [redacted] was informed and satisfied with the resolution Additionally, we provided one month to Ms***’s gym membership for the customer experience Her next billing will be on February 14, 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]

Initial Business Response / [redacted] (1000, 5, 2015/07/27) */ The Revdex.com submission was received on July 14, and you spoke with [redacted] at our corporate office on today's date to discuss the matter, which was successfully resolvedYour membership has been canceled and you should receive a refund check in the next 5-business days at your home addressIf 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] trust this has addressed your concerns and wish you the best in your fitness endeavors Initial Consumer Rebuttal / [redacted] (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

Revdex.com: Thank you for extending my membership for an additional two months That is in good taste and is a very kind business practice which may make me consider coming back to Xsport in the future Sincerely, [redacted] ***

In response to the Revdex.com submission on August 23, 2017, please be advised that our Director of Customer Service reached out to MsK [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-business days We appreciate MsK [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 MsK [redacted] continued membership

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

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, Our records reflect that Ms [redacted] Personal Training Agreement provides she signed up for training sessions with a total cost of $1, On the signup date, she paid $for the down payment with monthly installments of $for the months of July – March To date the payments have been made for July 11, August 10, September (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 $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 $ However, an unpaid balance of $ 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 miles from a gym location, is deployed, or is on a missionary tripAlso, 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-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