X Sport Fitness-Big Rock

Initial Business Response / [redacted] (1000, 6, 2015/09/02) */ This correspondence is provided as follow up to the Revdex.com submission originally filed on August 12, and the telephone conversations thereafter with Ms [redacted] to obtain the medical proof needed to resolve her complaintOn September 2, the updated documentation was received at the corporate office and the personal training has been canceledA refund check will be mailed to Ms [redacted] , which she should receive within the next 7-business days at the address she provided to the Revdex.comThis matter has been amicably resolved Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/09/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) The issue was finally resolved despite the bumps it took to get the desired result

In response to the Revdex.com submission on June 30, 2017, please note our records indicate that MrS [redacted] had been in communication with our corporate Customer Service Department since the end of June MrS [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 $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 $as well You should see the credit within 3-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 MrS [redacted] well in his future fitness endeavors

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]

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, David G***

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

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 $on July 25, This amount will be refunded via check to the address provided on the submission She can expect to receive it in the next 5-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, 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

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]

In response to the Revdex.com submission on March 8, 2018, our records reflect that on the same date of this submission, MrD [redacted] account was reviewed at the corporate office A refund was provided for the February and March monthly dues along with the annual maintenance fee A total refund of $was issued to his credit card on file, which he would see the refund within 3-business days This membership has been terminatedWe regret any inconvenience in this regard and wish him the best in his future fitness endeavors

Revdex.com:I have contacted the local facility in Downers Grove, and the manager over there had resolved the issueThank you for your support and the effort 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 19, 2015, we are in receipt of the member’s cancelation letter On October 26, 2015, check # [redacted] for $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] ***

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 MrL [redacted] had also contacted us via voice of the customer The Agreement he submitted for review was dated 6/30/17-6/30/with the reward points, which can be redeemed for months of gym membership or spa services MrL [redacted] gym membership did not expire until November 12, 2017, but it appears he renewed his membership in June We have honored the signed Agreement and the account has been updated with the points redeemed to extend the gym membership through November 12, However, it is important to note that the buy one year get one year promotion is typically available to first time members only MrL [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 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 filed on November 18, 2016, we have reviewed Ms [redacted] account information On March 14, 2015, she purchased personal training sessions, which she paid a total of $1,for this package The terms of the Personal Training Agreement state that the sessions have no monetary value as they expire one per week (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 unused sessions The sessions were expired, but a one-time courtesy was extended and on February 10, 2016, the 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, We wish her well in her future fitness endeavors

Initial Business Response / [redacted] (4001, 14, 2015/06/05) */ We have received your second Revdex.com submission and want to provide you additional information on the freeze requirementsFreeze request must be for a minimum of one month to month periodWe provide freeze requests for move, military, mission, and medical with specifics for each categoryWe do provide a request form to our membersIn your specific case, if you travel for more than 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 resumeFreeze requests must be in writing, signed by the member and written proof of qualifying event sent to XSport Fitness for considerationWritten requests must be received days prior to the effective dateThe maximum on all requests is twelve consecutive months and military is monthsThis 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 memberI hope this helps clear up any confusion in this regardWe 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 departmentThank you for your membership

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, 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 $per month.On December 1, 2015, you were charged $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 settledIn 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 $per month On December 1, 2015, you were charged $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 settledIn 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 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 MsK [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 MsK [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 on August 21, 2017, we regret the delay in our response Our records reflect the Personal Training Agreement was signed on August 16, 2016, to purchase training sessions, at a total cost of $ To date, seven (7) sessions had been used The sessions expired one per week from the date of purchase (weeks thereafter) which would have been May 29, After this date, the sessions no longer carry any monetary value however, we are always willing to work with a member to reinstate the sessions on account In this regard, the member sent a medical note dated July 27, 2017, indicating they could no longer use the sessions However, these sessions were purchased prior to the date of the medical note If the member is being treated for a medical disability which occurred prior to the date of the note received, we would recommend a medical note that provides the dates they were under medical care and any restrictions/limitations for consideration We do regret any hold time that the member experienced with our call center A member can also contact us via email through our website ***xsportfitness.com, drop down memberships, and then voice of the customer This allows an email resource for members to contact us as well We do show an active gym membership at this time, and check in history If the member would like to utilize their remaining sessions, we would be more than willing to reinstate the sessions for their usage If there is further medical documentation for review and consideration, please forward it to [redacted] @xsportfitness.com

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 $ Also, we have cancelled the gym membership and xit training memberships We have refunded days for each account and processed a refund to her credit card on file as of 10/13/ She should see this credit in the next 3-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

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 March 21, 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 $as of April 1st, and she should see that refund in the next 3- 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

Initial Business Response / [redacted] (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 / [redacted] (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.