X Sport Fitness-Big Rock

In an effort to follow up with Ms***, our Customer Service Representative Mike has left two voicemails in hopes of speaking with the member To date, it appears they have been unsuccessful speaking The terms and conditions of the Personal Training Agreement are between the member and our company not a specific trainer The terms are provided within the signed agreement and in fact mention the expiration period Again, we are willing to reinstate the twenty-seven (27) sessions that were expired on the account We welcome her to contact Customer Service [redacted] and let us know if she would like her account updated to use the balance of the sessions We feel confident that we can answer all her questions and concerns to resolve this matter amicably

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 / [redacted] (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 daysWe await this information to continue to assist her in this regard

Initial Business Response / [redacted] (1000, 6, 2015/07/27) */ The Revdex.com submission was filed on July 17, and Mr [redacted] spoke with [redacted] in our Customer Service Department on July 24, to discuss and successfully resolve this matter with the memberWe will accept his submission as his written request for cancellation of his membershipMr [redacted] will see a refund posted to his card on file within 3-business daysWe trust this meets to his satisfaction to address his concernWe wish him success 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, Elizabeth [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, Brian [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, [redacted] did speak with Kelly [redacted] our Director [redacted] and was provided an explanation to his concerns at that time in addition to a gift card On January 18, [redacted] again contacted Kelly [redacted] 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

In response to the Revdex.com submission on September 29, 2017, we have reviewed MsC [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, Her last check in was August 30, 2017, so we are to assume she cancelled her membership sometime in between this timeframe MsC [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 MsC [redacted] contacted the corporate Customer Service Call Center [redacted] or our website ***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 $to the credit card on file, which she should see within 3-business days and the gym membership has been canceled We wish MsC [redacted] well in her future fitness endeavors

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

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 days past A review of her account, indicates on July 19, 2016, Ms [redacted] purchased personal training sessions totaling $ She paid a $down payment, with a balance due of $483.00, three monthly installments were set up for August, September, and October 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 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 $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-business days We appreciate her continued gym membership and feedback We trust this resolution meets to her satisfaction

Complaint:
I am rejecting this response because: Membership ID information is provided via Member Number XName is shown backwards in the systemHowever, I spoke to the young women at the front desk, she indicated that Xsport Fitness did retrieved a "Cell-phone" that matched the description on my phone that occurred on that day and timeHowever, I was in contact with the Branch Manager for this locationThe gentlemen failed to provide any follor correspondence to my previous concernsThe Branch Manager indicated that he was to review the security tapes that took place on that time and dateMy cell-phone was in the possession of Xsport
Sincerely,
Clarence ***

The Revdex.com submission was filed on August 26, 2016, please note that Mr*** had already contacted the Customer Service Department on August 23, 2016, and spoke with our representative Tessa relative to personal training cancellation. On August 11, 2016, Mr*** signed a
Personal Training Agreement for sessions totaling $552.00. He paid a $down payment, with a balance due of $ The personal training sessions are not refundable unless he cannot use the sessions due to medical issues, if he moves more than miles from a gym location, is deployed, or is on a missionary trip. His gym membership is current through October 30, 2016. The suggestion to Mr*** was relative to qualifying documentation if he was going to be relocating to Canada. We can accept a variety of information, but examples include postal change of address, new utility bill, or lease document. This provides us with the effective date of the move. In regards to his customer feedback on the measurements taken, we will pursue a full review of his concerns and account of the circumstances. XSport Fitness works to provide a high level of customer service and we regret to hear that his customer experience didn’t meet his standards. After reviewing the recent Revdex.com submission and taking into account the call to Customer Service, XSport Fitness is willing to cancel Mr***’s personal training as a one-time courtesy. We will be refunding his credit card on file the $payment, which he will see in the next 3-business days and remove the balance due We trust this meets with Mr***’s complete satisfaction and wish him well in his future fitness endeavors

Initial Business Response /* (1000, 8, 2015/06/24) */
The Revdex.com submission was filed on June 2, and then on June 3, you spoke with a customer service representative and this matter was amicably resolvedBy this time, you should be in receipt of the refund discussed and
sent to youWe trust this addressed your request to your satisfaction and wish you success in your future fitness endeavors

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

In response to the Revdex.com submission on August 30, 2016, please note that Mr*** has been communicating with our Customer Service Manager ***. As of today, we have successfully reached a resolution that met with Mr*** satisfaction. His account will
be updated within twenty-four hours. We appreciate his feedback and trust that this amicable resolution met his needs. We value his continued membership

In response to the Revdex.com submission on November 28, and was listed as unanswered on December 28, 2015, please be aware that Ms*** had started telephone discussions with the Customer Service Department in December of and we were waiting on proof of her medical
condition On January 7, Ms*** spoke with ***, Director of Customer Service regarding the complaint After discussing the matter in detail, we were able to provide a resolution for the member by providing a refund on unused personal training sessions to her credit card on file, which she will see in the next 3-business days Additionally, upon Ms*** return to XSport, we will be providing the months of membership to her account that she has paid for during the non-use time period She was provided the direct line to contact prior to returning to the gym to reinstate the membership or she is welcome to email *** at ***@xsportfitness.com to assist via email Lastly, we have placed her membership on a medical freeze for one year from today's date as discussed.We appreciate Ms*** bringing this to our attention and expressed to her our willingness to work with us to resolve this matter amicably The feedback is very important to us We wish her well in her recovery and congratulations on the birth of her child

In response to the Revdex.com submission filed on January 25, 2016, please note that on the February 5, 2016, @ 2:pm Kathy, the Director of Customer Service left a voicemail for Ms*** in an effort to learn more about her customer experience. Unfortunately, we did not receive
a return call. In reviewing her account info, we see that Ms*** signed up for a gym membership on July 1, 2015, paid $35, and July 3rd paid $(first/last month). She used the club eleven times in July. A payment was taken on August 1st for $and one check in. On September 1st and October 1st she paid $for each month. On September 8th the member provided school proof and requested the account be frozen (9/8/15-9/8/16), therefore, both September and October payments were refunded to her credit card on file on October 13th. Additionally, on July 7, 2015, Ms*** signed up for an XIT membership, the initial payment of $was attempted on August 1, 2015, however the payment declined. We show the member using two sessions in August. The charges were processed on September 8, 2015, and October 7, 2015, that were disputed and reversed to XSport. This account was canceled in October after the dispute process was finalized. We are not aware of what the circumstances were with the member. In an effort to amicably resolve this matter and let Ms*** know we do appreciate her feedback and not sure specifically what she addressed with the gym, but wanted to let her know there are other means to reach Customer Service either by contacting the Customer Service Dept Mon-Fri 8:00am-6:00pm cst., login on *** and email a voice of the customer concern, or email *** We had no communication prior to the submission to be able to assist her and wish we had the opportunity to work with her That being said, we are providing a refund to Ms*** for two months of gym membership (last month paid at sign up and August) a total of $70. Also, a refund for the two XIT payments of $110. In the next 7-days, Ms*** should expect a refund check to the address on this submission for $180. As requested, we have canceled the gym membership, but welcome Ms*** to consider keeping the membership frozen and return to XSport. If she is interested, she can contact Kathy at *** or reply on the Revdex.com submission. We wish her the best in her future fitness endeavors

In response to the Revdex.com submission filed on February 29, please note that *** *** spoke with a Customer Service Representative on March 2, regarding her gym membership We reviewed her account and were successful to provide an anicable resolution to *** ***'s
satisfaction Her gym membership has been canceled.We regret to hear of the customer experience, but appreciate her bringing this matter to our attention The feedback is very important to us.We wish her the best in her future fitness endeavors

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Andrea M***

In response to the Revdex.com submission dated December 24, 2016, we have reviewed Mr*** account information. Mr*** had already been in communication with our Customer Service Representative on December 7, 2016, and we were reviewing his Membership Agreement and
concern. We have left a follow up voicemail and are awaiting a return call to provide an update. Mr*** purchased a one year gym membership on June 27, 2015, and paid $420.00. This value is applied to the first year and then he stated he should have received reward points However, the points were not posted to his account at the time of signup. All points must be redeemed by the member via our website *** by setting up MyXSport account as the points can be used for gym membership or spa services, contacting us via email through our Voice of the Customer, contacting Customer Service ***, or the gym staff can assist. If a members does not redeem the points after the first year and signed for the automatic renewal, then the monthly dues will be charged. Until Mr*** contacted us, we were not aware of his discrepancy. Mr*** disputed said charges with his banking institution, which we have received confirmation that the dispute was in his favor and funds were returned to him. Our records reflect that there is not a refund due since the dispute process, however, the reward points he brought to our attention will be honored and posted to his account. Reward points carry no monetary value, therefore, we are more than willing to redeem them for months of gym membership (pts each month) or he is welcome to use the points in spa services, which he can refer to our website for options. A buy one year get one year is only extended to first time members. We want to ensure Mr*** understands that we will not have an opportunity to receive this same offer in the future. Please let us know how we can assist further or feel free to return the call to our representative Krystal at *** so we can update his account information. We regret the miscommunication regarding his account and are more than willing to work with him to resolve