X Sport Fitness-Big Rock

To follow up to Ms*** rejection response, we did honor her request to cancel and sent a refund check for the full amount paid for personal training. The check was sent to her on July 26, 2016. In our initial response, we were referencing the date of her call to Customer Service. We believe Ms*** was referencing her June 8, 2016, to the Voice of the Customer she submitted that we were not aware of from her submission. There was no indication in her phone or submission on whether she would like to continue her gym membership. If that is something she is also requesting to be canceled, please let us know and we are willing to work with her. If her wish is to continue using the gym, we wish her well in her fitness with XSport. We apologize for any misunderstanding in our communication

Complaint: ***
I am rejecting this response because: I have came again with an out of state license and they turned me downI had to sign up a membership with my out of state license and I consider this procedure non sense at all
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Due to a death in the family, I have been out of town and unavailable to return the phone call that I received from *** at the Corporate officeI have now spoken with *** to discuss further any common groundHe will be providing my circumstances to upper management and advised that he will call me with resolution, if any, by COB April.While the contractual agreement is understood on this end, I reiterate that I find this agreement flawed in terms of lack of consideration for life changes and the concept of taking money from its paying customers for services not renderedI further felt strung along by untrained staff at the local level on the topic of Contract dissolution and reimbursement as evidenced by the fact that I was tossed back and forth during ongoing communications for nearly one year.I look forward to the callback from *** at Corporate to determine if we will be able to move forward with a satisfactory agreement by all parties
Sincerely,
*** *** ***

In response to the Revdex.com submission on November 30, please be aware that on December 2, Ms*** spoke with Customer Service Representative ***. After the member brought her concern to our attention, we canceled the child play agreement for non-use and refunded
$to the *** credit card on file. This refund would have been processed to her account within 3-business days so hopefully she has seen this credit. If she has not received for any reason, please contact either the Customer Service line at *** o* *** This matter has been amicably resolved 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 membership

In response to the Revdex.com submission dated December 25, 2016, we have reviewed Mr*** account information. Our records did not reflect receiving a cancellation request in October 2016. He mentioned he cancelled his spouse account, but without knowing her
information we cannot confirm his information. However, in an effort to provide him a resolution we have cancelled the gym membership per this submission and provided a refund to his credit card on file for the last days of non-use and charges incurred. He will see this refund in the next 3-business days. We do regret any miscommunication, but do appreciate his feedback. Prior to this communication, our records indicated that we did not receive a telephone call to our Customer Service call center *** or an email through our website www.xsportfitness.com (voice of the member) to assist Mr*** with his concern, we would always welcome members to contact us so we can assist our members We wish Mr*** well in his future fitness endeavors

In response to the Revdex.com submission filed on January 27, please note that on the evening of January 26, the Director of Customer Service, Kathy was contacted by the Naperville location to follow up with Ms***'s sister, Adrienne By way of email Kathy reached
out to Ms***'s sister Adrienne and she acknowledged and requested that a representative contact her sister Ms*** on January 27th between 9:- 11:am and we quote "please note that she has asked times for a manger to return her calls To date she has not received one call from a manager besides the tanning manager." On the 27th, Kelly Cfrom the corporate office reached Ms***'s voicemail and requested a return call We never received any follow up call, but Ms***'s sister Adrienne sent an additional email with some feedback on their recent customer experience Therefore, in an effort to amicably resolve the matter without any communication on January 27th we canceled both Ms*** and Adrienne's gym, personal training and tanning memberships and refunded accordingly.We regret to her of Ms*** and her sister's customer experience however, our cancellation policy is clear and concise either by cancelling in person at nay one of our locations or by way of a written letter to the corporate office A member is entitled to a full refund within business days of membership or if they present proof of move, military, missionary or medical thereafter.We wish her and her sister the best in their future fitness endeavors

In response to the Revdex.com submission dated January 10, 2017, we have reviewed Mr*** concern and today our Director of Customer Service, Kathy spoke with him. We appreciate the customer experience he provided so we can review the circumstances The member
understood it to be a free trial week, however, it was in fact a thirty (30) day trial and he needed to request a cancellation prior to be charged. Our records did not show a cancellation request so the account continued to be billed monthly thereafter. We understand the member did not believe those terms and conditions. We have cancelled the account and provided a full refund, which was discussed with Mr*** He will see the credit in the next 3-business days In the future, if Mr*** needs to discuss any concerns regarding his membership, we encourage him to contact the corporate Customer Service call center *** or log on to our website *** and a drop down of Voice of the Customer is available for sending an email so we can assist him expediently. We appreciate Mr*** continued gym membership with XSport Fitness

In response to the Revdex.com submission on May 23, 2016, please note that *** *** has not contacted the corporate Customer Service center prior to her submission. The number can be found on her membership keytag to discuss her membership. On records reflect that on April
20, 2016, *** *** signed a Personal Training Agreement for personal training sessions totaling $275.94. She paid a $down payment, with a balance due of $206.96, three monthly installments of $68.99, $and $68.98. She used one personal training session on April 26, 2016, which was charged $for services received. She also signed a Membership Agreement on the same date, paid $for the first and last month and was charged a $annual maintenance fee, all in the terms of her agreement*** *** was made aware at the club location that personal training sessions are not refundable after three (3) days of purchase or unless she cannot use the sessions due to proof of medical, if she moves more than miles from a gym location, is deployed, or is on a missionary trip. If it is the case that *** *** is moving, she is welcome to provide proof of her move which can be emailed to *** for review. Some examples would be United States Postal Service change of address confirmation, new utility bill, new driver’s license or state id card with new address. We regret to hear of her customer service experience, however, we would have been more than willing to work with her and get her set up with another trainer to deliver a high level of service, but it appears she is moving. Unfortunately, we cannot control employees parting ways and the agreement is with our company not with a specific trainer. However, once proof is submitted, we would consider a refund based on unused services, which would include the balance of training $and the last month paid at signup for the gym membership of $ A total refund amount of $56.49. We appreciate the member making us aware of her customer experience and apologize for any inconveniences. We await her proof of move

The Revdex.com submission was filed on September 23, 2016, please note that Ms*** had already contacted the Customer Service Department on multiple occasions In reviewing the account, our records show that on February 12, 2016, Ms*** signed a Personal Training
Agreement for four (4) sessions totaling $and paid the total in full. The sessions expired one per week from the date of purchase, therefore, they were expired after four weeks and no longer carried any monetary value. At the time, the personal training sessions were not refundable unless she could not use the sessions due to medical issues, if she moved more than miles from a gym location, was deployed, or attended a missionary trip Ms*** used one (1) personal training sessions on February 23, 2016, which valued at $45.99. She began telephone conversations with the Customer Service Dept., on February 29, 2016, and call logs reflect multiple dates thereafter. It was explained to her that the doctor’s note received was dated (April 27, 2016) which was after the expiration of the sessions. After our review of the Revdex.com submission and taking into consideration the efforts of Ms*** attempting to provide timely medical proof, we will be sending a refund for the balance of training not used, but expired for $137.97. This is a one-time courtesy extended to provide an amicable resolution in this matter Ms*** can expect a refund check to the address listed on her submission within the next 7-business days. We trust this meets with Ms***’s complete satisfaction and wish her well in her future fitness endeavors

In response to the Revdex.com submission on September 19, 2017, our records reflect MsM*** contacted our Customer Service Call CenterAt that time, our representative shared with her that on August 22, 2017, a monthly gym membership was purchased. In her submission, she
admits to signing for a gym membership, however, not reviewing the written terms and conditions but only having a verbal understandingWe encourage all consumers to read and have a clear understanding prior to signing any written agreement. We do appreciate her providing her customer experience so we can learn what occurred. Our customer service representative did offer one month of gym membership in an effort to keep her as a gym member, however, she declined. On September 20, 2017, MsM*** was refunded the annual maintenance fee of $9.95. In an effort to amicably resolve this matter, we are providing a full refund of $that was charged to date. This refund will be processed to the credit card on file, which she will see in the next 3-business days. The gym membership has been cancelled and we trust this resolution will meet to MsM*** full satisfaction. We do regret any miscommunication in this regard. Going forward, we hope MsM*** will consider providing our company a second chance to deliver excellent customer service We wish MsM*** well in her future fitness endeavors

From: Kim *** [***@e-a.net] Sent: Tuesday, December 01, 7:AM To: Revdex.com Info Subject: Kyle *** I was unable to submit using the online system, so I am responding via email: In response to the Revdex.com submission
on November 18, 2015, Mr*** spoke with a Customer Service Representative on November 23, to discuss his concern. After review, we were able to provide a resolution that met with the member’s satisfaction. The refund will post to his credit card on file within 3-business days We regret to hear of the customer experience he received, but appreciate him bringing this matter to our attention. The feedback is very important to us. We appreciate his continued membership Should the member have any future concerns, we would encourage him to contact the Customer Service Department at 877-417-or contact us via email at [email protected]. A representative would be happy to assist him in regards to any questions on his membership Kim *** Executive Affiliates, IncCapital Fitness, Inc47WUS Highway Big Rock, IL *** ***

In response to the Revdex.com submission on July 28, 2017, we have reviewed MsM*** account and regret any miscommunication on this matter. Unfortunately, our records did not reflect the cancellation request at the club level in February 2017, and MsM*** does not have the
certified mail receipt to provide confirmation. Since the check in history reflects her non-use since February 2017, we have provided a refund for the five (5) months to the credit card on file. MsM*** should see the refund in the next 3-business days. We regret any inconvenience in this regard and see that she was working with our Customer Service Department previously, however, unsuccessful with the additional information we needed to gather for resolution. Her gym membership is cancelled and no further billing will occur. We have also waived the cancellation fee of $10.00. We wish her well in her future fitness endeavors

In response to the Revdex.com submission on February 2, please note that *** * the Director of Customer Service had the opportunity to speak with Mr*** on February 4th to discuss this matter in greater detail We were able to provide a fair resolution that met with the
member's satisfaction The refund discussed has been processed which he will see within 3-business days and the membership has been cancelled.We regret to hear of the customer experience he received but appreciate him bringing this matter to our attention The feedback is very important to us.We wish MrS*** the best in his 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,
Angelo C***

In response to the Revdex.com submission on February 20, 2018, our records reflect that Mr*** was in communication with our Customer Service Department on multiple occasions since the first part of February. As of February 21, 2018, a successful resolution was provided to Mr
*** that met his desired settlement. We appreciate Mr*** bringing this matter to our attention and working with us to resolve. We wish him good health and fitness in his fitness endeavors

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 11, 2015, *** *** spoke with the Customer Service Manager *** on today’s date and discussed each of their membership agreements and *** ***
Personal Training Agreement all dated September 7, 2015. *** *** stated that they wished to continue their gym membership, however, wanted the personal training agreement canceled due to their verbal understanding of the payment structure terms as opposed to the outlined signed written agreementWe were successful in addressing her concerns on their behalf relative to the gym memberships and assisted in providing one month of membership for each due to their customer experience and redeeming two additional months for *** *** for referralsThe 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 trip. We have taken the member’s feedback into account and determined as a one-time courtesy, XSport Fitness is willing to cancel *** *** personal training, write off the balance, and remove the sessions. Currently, *** *** and *** *** had disputed the credit card charges for the personal training payment, therefore, we cannot provide the refund at this time. *** *** was informed that we need to allow the dispute process to be completed to refund accordingly less the two sessions ($each) used in SeptemberWe appreciate the member’s membership and for bringing this matter to our attention. The feedback is very important to us

In response to the Revdex.com submission on December 7, 2015, please be advised that his matter was previously resolved and a refund was processed on November 13, for $ This credit was applied to *** *** *** credit card on file, which she should have seen posted
to her account within 3-business days Due to the time frame from when this was reported and processed, if for any reason the refund has not occurred, please have her contact our Customer Service Department at *** or via email at *** We appreciate *** *** providing her feedback in this matter and apologize for her customer experience We appreciate her continued membership

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 dated January 10, 2017, we have reviewed Mr*** concern and today our Director of Customer Service, Kathy spoke with him. We appreciate the customer experience he provided so we can review the circumstances The member understood it to be a free trial week, however, it was in fact a thirty (30) day trial and he needed to request a cancellation prior to be charged. Our records did not show a cancellation request so the account continued to be billed monthly thereafter. We understand the member did not believe those terms and conditions. We have cancelled the account and provided a full refund, which was discussed with Mr*** He will see the credit in the next 3-business days In the future, if Mr*** needs to discuss any concerns regarding his membership, we encourage him to contact the corporate Customer Service call center *** or log on to our website *** and a drop down of Voice of the Customer is available for sending an email so we can assist him expediently. We appreciate Mr*** continued gym membership with XSport Fitness

We are unable to respond online so here is our response: In response to the Revdex.com submission on November 5, 2015, please be aware that on November 19, 2015, *** *** spoke with *** the Director of Customer Service at the corporate office and discussed her complaint. After
discussing this matter in detail, we were able to provide a resolution that met with the member’s satisfactionWe 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 membership*** *** *** *** *** *** *** *** *** ** *** ** *** *** ** *** *** ***