X Sport Fitness-Big Rock

In response to the Revdex.com submission on November 14, 2016, please note that on November 15, 2016, Ms*** went to our StCharles club location and spoke with the General Manager. We were updated by the Manager that he was able to provide a successful resolution that the
member accepted. If there is any further assistance needed, the member is welcome to contact our corporate office, customer call center 877-417-to discuss. A member can also email us at our website www.xsportfitness.com through voice of the member assistance. We appreciate her feedback and trust this met to her satisfaction. We appreciate her 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,
*** ***

Complaint: ***
I am rejecting this response because:
I did contact customer service before contacted the Revdex.comI spoke with a representative named crystal who took my information and told me she would be getting in contact with her office manager to speak about my complaintThey were not able to assist me same day bc Xsport ** *** had not uploaded my contract for them to seeI am not complaining because the original trainer I was assigned, ***, quit that would be ridiculous to think Xsport could control their annual turnHowever, I am frustrated because the customer service of calling me as a client and informing me of the trainer leaving never happenedSo why would I still have an appointment with someone who didn't work there? I will be contacting corporate again to speak further but let it be documented that x sport is lying! I was never told I had three days and I definitely contacted corporate with no avail which then led me to contact Revdex.com
Sincerely,
*** ***

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 December 12, please be aware that Ms*** has spoken with *** the Director of Customer Service on January 18, After being made aware of the miscommunication that Ms*** experienced regarding her overall customer
experience, we are willing to resolve this matter in an effort to provide a positive end result As discussed, we have canceled the personal training agreement Ms*** had disputed two charges with her bank on December 4, (October 16, payment of $for personal training "pt") and January 5, (December 16, payment of $for pt) As explained to Ms*** since both charges are in the dispute process we have to see that process through but those amounts can be addressed Additionally three payments were processed for pt on October 30, for $159.40, November 27, for $and November 27, for $for a total amount of $ Lastly, per the member's written cancellation request received on November 5, we are refunding the October 26, payment of $and the November payment of $for a total of $ We have processed the refund to her confirmed visa credit card on file for $on today's date *** did leave a voicemail for Ms*** to follow up with the amounts set forth, but has not received the return call Therefore, we wanted to provide this account detail and welcome a return call from Ms*** as she was considering returning to XSport for gym membership.We regret to hear her customer experience, but appreciate the feedback to better understand what occurred With this information, we can provide repetitive training to staff to minimize future occurrences

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,
Doug M***

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,
Nathan Vanden H***

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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meWith that said, when this sold me I was told that they never expire and that's why it's more cost effective to buy everything up front instead of a few at a timeThis was not a broker but someone in the Schaumburg location in personDid I make a mistake trusting someone from your company?
Sincerely,
*** ***

The Revdex.com submission was filed on August 17, 2016, and Mr*** had already contacted the Customer Service Department on August 8, 2016, stating he wanted to cancel his personal training. He was informed a member must send a written request within first three (3) days of
purchasing, which was almost days past. A review of his account, indicates on July 19, 2016, Mr*** purchased personal training sessions totaling $644.00. He paid a $down payment, with a balance due of $483.00, three monthly installments were set up for August, September, and October 2016. 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 his submission, he 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. We appreciate his feedback and in an effort to amicably resolve, we have considered his feedback and call to Customer Service and are willing to cancel Mr*** personal training. Mr*** received/used three sessions ($138.00) so we have deducted that amount from what he has paid to date ($322.00) and refunded the difference of $to his credit card on file. The balance of the training costs have been removed from his account along with any remaining sessions. He can expect to see the credit within 3-business days. We appreciate his continued gym membership and feedback. We trust this resolution meets to his satisfaction

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,
America ***

In response to the Revdex.com submission filed on December 9, 2016, please note Ms*** also submitted a cancellation request on November 22, 2016, indicating overcrowding as her reason for cancelling. On December 28, 2015, Ms*** purchased an annual buy one get
one gym membership, which included reward points, which is offered to first time members only. The reward points carry no monetary value, only point values to be used in the club. Members of XSport Fitness can earn and redeem rewards points for additional months of membership and/or spa services. These points can be redeemed by setting up an online account on our website www.xsportfitness.com, under membership, and then under reward points. Further, we offer a member to contact the Customer Service Call Center 877-417-1450, email us through the website, and/or the club can assist if a member requests to use their points. Our records reflect on December 6, 2016, the points to be redeemed for the second year of membership at the club level, which extended the gym membership through December 28, 2017. For clarification purposes, Ms*** did receive the BOGO offer previously in 2012, therefore, our staff was in error to provide this offer a second time. In regards to Ms***’s customer feedback, the space we believe she is referencing is likely our group exercise rooms, which are not open for members’ access outside of the class schedule. This is a designated space for group classes and should in fact be locked when classes are not in session. We appreciate her enthusiasm to utilize this space, however, it would be difficult to regulate with the variety of class times made available for all members use. At this time, Ms***’s gym membership is not active at her request. If she chooses to use the months of membership through December 28, 2017, we can re-activate the account or if she would like to use the reward points towards specific spa services, we are willing to accommodate this option Whichever, she chooses to do, she can reply via this submission or contact us at [email protected] to let us know her preference. We appreciate her feedback and await to hear her response

In response to the Revdex.com submission, Mr*** signed up for a second tanning membership account #*** on November 10, He made a cash payment of $for a new tanning package He then used the tanning facility on November 11, There was no use
after that time and he was charged on November 16th and December 16th 2015.We regret to hear of Mr***'s customer experience and will ensure our staff is trained to assist members at club locations As a courtesy, I have canceled this tanning membership and he will receive a refund check for $within the next two weeks of this correspondence at the address he provided on the submission.We appreciate Mr*** bringing this matter to our attention If the member has any customer service concerns in the future, he is welcome to contact *** or email *** We would be more than happy to assist him

In response to the Revdex.com submission dated December 19, 2016, we have reviewed Mr*** account information. Our records reflect that he signed up for a monthly gym membership effective December 18, 2016, and paid a down payment of $1.00. We also show this
membership cancelled on December 19, 2016, which would mean the account will not be billed further Additionally, Mr*** signed up for a self-spa membership on the same date and paid $down. However, this membership was not cancelled. As of today, we will accept his submission as his cancel request regarding the spa membership. We will refund the total of $to his credit card on file and he should see the refund in the next 3-business days. It is important to note that Mr*** signed both written Agreements in person, not only is the information discussed verbally, but also is provided in writing for a member to review prior to authorizing said charges. We encourage all members and guests to review the information so that they have a clear understanding of the terms and conditions. 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

The Revdex.com submission was filed on June 22, and Ms*** had already contacted the Customer Service Department on June 9, 2016, stating she wanted to cancel due to financial reasons. She inquired about the cancellation policy for personal training and was informed at that
time that she can cancel in writing within three (3) days of purchasing, told it would need to be postmarked that day to be reviewed for consideration, and recommended certified mail for proof of mailing. A review of her account, indicates on June 4, 2016, Ms*** signed a Personal Training Agreement for personal training sessions totaling $2,207.52. She paid a $down payment, with a balance due of $1,766.02, four monthly installments beginning July 8th, August 8th, and September 8th of $with the final payment of October 8th for $441.52. 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 had only had one session scheduled and due to a conflict on her part had to reschedule. We would have been ready, willing, and able to provide training and work with her to get set up. However, her calls to Customer Service indicated for financial reasons. On June 13, 2016, the member contacted Customer Service and confirmed we received the cancellation request for personal training postmarked June 10th. On June 16th, Ms*** contacted Customer Service and was informed that she cancelled outside of the three days, which was in fact the case. In an effort to amicably resolve, we have taken into consideration her calls to Customer Service, and XSport Fitness is willing to cancel Ms*** personal training and write off the balance of the sessions. We will be sending her a refund check for $and should receive in the next 7-business days. The personal training membership is canceled. Ms*** signed up for an annual gym membership, which she paid $in processing fees and $for the year. She received reward points, which can be used for months of membership or spa services. The reward points carry no monetary value, but can be redeemed by the member on the website xsportfitness.com If Ms*** has any future membership questions, she is welcome to contact Customer Service or write us via email at *** We trust this meets with Ms*** satisfaction

Complaint: ***
I am rejecting this response because: this matter has not even been addressed by this business let alone resolvedThis is 100% informationFlat out lieI was issued a refund check for the sessions I was forced to buy after the theft from their employee was brought to my attentionI have called, emailed, and spoken to the customer service department and each time it's the run aroundTakes my info and I never hear from them againI was never refunded, emailed, contacted at all regarding the sessions that were stolen from my accountIn addition to my "account being cancelled", and still be charged $per month for a membershipAgain, nobody can resolve this for me eitherAt this point I am ready to file a lawsuit
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I paid $- They charged $and then $for some reason on my card Second I did say in my original letter I was moving so they have delayed me getting a copy of my change of address form to them so the refund should be retroactive Believe me I will send it certified so there is no excuse that it was not received Once the refund amount is clarified and the refund received I will accept the offer
Sincerely,
*** ***c

In response to the Revdex.com submission on April and May 5, please note that *** *** spoke with a Customer Service Manager at our corporate call center on April 11, which was the same date of her submissionAt this time, she was informed that we would reinstate the seven
(7) personal training sessions due to her providing proof of a medical freeze Additionally, on April 13, 2016, the final personal training payment of $was charged, which added an additional seven (7)sessions There are a total of fourteen (14) sessions on file*** ***'s gym membership has not been canceled and is in fact active We do see that her last chewas on April 30, and a membership monthly charge of $was taken on May 12, The personal training sessions are posted to her account and available for her use if she has been cleared to return to the gym If there is anything we can clarify so that she understands her current status or provide us any information we are missing in this regard, please have her contact *** Monday-Friday 10:am - 5:pm cst and ask for *** or *** to resolve If email is more convenient for her, we can be reached at *** and contact her so she is not inconvenienced holding through our call center We are more than happy to provide her the month of membership she hasn't used due to this timeframe.We do apologize for any miscommunication in this regard but remain ready, willing and able to assist her to resolve this matter We await her response and look forward to working with her

Complaint: ***
I am rejecting this response because:I was never provided a copy of my contract nor was the cancellation policy ever explainedEvery time I asked for a copy I was told that it needed to be scanned into the systemI don't appreciate being given the run around while trying to rectify this processTo be told that my letter from my physical therapist was not approved because she isn't a medical doctor is not the call of a business corporation due to the fact that they aren't providing my medical careIt was not my intention to cancel the training sessions but unfortunately things have occurred that prevent me from being able to work outAt this point I am looking for the quickest resolution to this problem.
Sincerely,
Toya ***

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 That's all I wanted to begin withCancel and let's all move on with our lives.
Sincerely,
*** ***