X Sport Fitness-Big Rock

The Revdex.com submission was filed on March 17, and we did reach out to Ms*** in hopes of speaking with her directly In an effort to respond since we haven't been able to connect via telephone, our records reflect that Ms*** purchased personal training sessions on November 8, and paid a total of $1, The terms of the agreement state that the sessions will expire one per week (weeks thereafter) The member has unused sessions to use until August 22, The Personal Training Agreements are not specific to one personal trainer, but rather between the member and the company relative to the personal training program Due to the personal trainer choosing to leave our company and this can and does occur, again it doesn't change the terms of the agreement between the member and company The member continues to have an active gym membership at this time and has until August 22, to use said sessions We are more than willing to coordinate with her, the Alexandria location or any of the three Virginia locations, to contact her and make arrangements with another very experienced and qualified personal trainer that are capable of providing the same level of training.We welcome her to respond via Revdex.com, contact our Customer Service Department at *** or via email at ***@xsportfitness.com if there is any additional information that we are unaware of regarding her account.Your membership is important to us and we appreciate your years of continued membership

In response to the Revdex.com submission filed on June 6, 2017, Ms*** has not contacted the corporate Customer Service Department in this regard. We do welcome all members to contact the corporate office *** to speak with a representative Monday-Friday
8:00am-6:00pm with any concerns they have regarding their membership. We have reviewed the account and see that she signed a Personal Training Agreement on May 15, 2016, to purchase thirty (30) sessions. The sessions expire one per week from the date of the Agreement. In this case, December 12, 2016. The terms and conditions are included within the Personal Training Agreement as well. After review of the member’s concerns, we are willing to provide a resolution and have reinstated the unused fourteen (14) sessions on the members account The account has been updated and she is welcome to contact the Fitness Manager and/or a Personal Trainer at the club location to set up the use of her sessions. We regret the customer experience she had and appreciate Ms*** bringing this concern to our attention. We trust this meets to her complete satisfaction and 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 April 7, 2017, we have reviewed his wife’s account and successfully resolved after speaking with him and our staff to address the customer experience. We appreciate the *** bringing this matter to our attention so we could
get addressed to their satisfaction

In response to the Revdex.com submission dated January 4, 2017, we have reviewed Mr*** account information. However, the address on his recent submission differs from the profile info likely due to the move. We were able to verify by his telephone number on
file. Mr*** membership reflects a refund that was processed on November 22, 2016, in the amount of $140.00, which was refunded to his visa credit card on file. The months he was credited for are different than what he stated. We want to ensure that there is not another account that he could be referring to. He mentioned “we” in his submission so perhaps this account was resolved, but he has another name that we can confirm the cancellation (example: spouse, partner, significant other, family member) request We have no record of Mr*** sending a cancellation request, canceling at the club location or contacting our corporate Customer Service call center *** or emailing us through the website *** drop down of voice of the customer prior to this correspondence. We do regret that he has experienced any hold times, but certainly want to assist him to resolve his concern. Please reply back to this submission or contact us through *** We await your response

Initial Business Response /* (1000, 5, 2015/10/02) */
In response to the Revdex.com submission filed on October 2, 2015, we request additional information from Mr*** in order to associate which location he is referencingIf he is a member and can provide his keytag number that
would also be helpfulOnce received, we would be more than willing to respondPlease note any member or guest is welcome to contact us either by our website at xsportfitness.com, click on voice of the member contact or feel free to notify the Customer Service Department at XXX-XXX-XXXX of any concerns
Initial Consumer Rebuttal /* (3000, 7, 2015/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is in reference to the *** locationGo watch the pool an hottub and you will see this behavior by people in violation of your posted rules
Final Consumer Response /* (4200, 11, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The pool never enforces this policyThe business is not being truthful as they are not truthful in any aspect of how they run their business
Final Business Response /* (4000, 9, 2015/10/06) */
In response to your Revdex.com complaint regarding the *** location, it is our policy to have all members and guests wear appropriate swimsuit attire while utilizing the pool and hot tub facilitiesOur staff works to regulate this policy on a regular basisWe were unable to locate Mr*** being an active member so we are only able to respond as it related to this locationWe respectively ask that this matter be closed

In response to the Revdex.com submission on May 17, and to Ms*** email we received today via ***@xsportfitness.com Please note that we also tried to contact her, but received voicemail After review of her account, we did receive her cancellation
request at the club location on February 23, Unfortunately there was a billing error on our side and as a result her account continued to be charged As of today, we have cancelled the gym membership and refunded the last three charged to her credit card on file She should see the credit within 3-business days.We appreciate the member making us aware of her customer experience and apologize for any inconveniences We wish her success in her future fitness endeavors

In response to the Revdex.com submission on March 21, 2016, please note that *** *** had contacted a Customer Service Representative at our corporate office on February 12, 2016. At that time, we requested documentation of the charges which unfortunately extended the review
and refund process. As of March 21, 2016, same date of submission, a refund was processed to her requested credit card which she would have seen in 3-business days. We regret to hear of her customer experience and appreciate her bringing this matter to our attention. We do apologize for the misunderstanding and the time she invested to resolve. We will ensure additional training and development. In the future, if *** *** has any concerns regarding her membership, she is more than welcome to again contact Customer Service at *** or if email is more convenient, please email *** We appreciate *** ***’s continued gym membership and have added two months of membership to her account (April and May) as a customer courtesy

In response to the Revdex.com submission on January 8, please be aware that on January 4th and January 5th, 2016, MrVelazquez spoke with Customer Service Manager *** and provided one month of membership for the original complaint regarding billing and confirmed this matter had
been resolved The billing issue was addressed on December 28, 2015, which is the same date he signed up for personal training sessions and was charged $for pt sessions At his request, this amount was refunded and he was charged $and provided PT sessions, which he has used as of this date We do apologize for any miscommunication in this regard, but did address immediately with emergency billing to amicably resolve The credit card process within 3-business days so by this time he would have received We regret to hear of the customer experience, but appreciate him bringing this matter to our attention The feedback is very important to us We appreciate his 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,
Tyler C***

Complaint: ***
I am rejecting this response because:the reason I did not use the tanning bed is because everytime I went they told me I was not in the system!!!!!!!! and as far as your staff I have seen monkeys at the zoo better trained
Sincerely,
*** ***

In response to the Revdex.com submission on August 3, 2017, our records indicate MsH*** had been in communication since July 31, 2017, with our Customer Service Department. She had requested a follow up call from a manager to discuss the information she was
provided. We have reviewed her account and regret any miscommunication in this regard. The timeline provided by MsH*** gives us an accurate understanding of the appropriate steps she took in an effort to resolve this matter. We have cancelled the personal training effective today and she should see a refund for $to her credit card on file. The remaining balance for personal training has been wrote off along with the sessions removed from the account. It is our understanding that MsH*** would like to continue the gym membership, but if that is not the case she is welcome to respond via her acceptance of our resolution. We would always welcome our members to review the written agreements prior to signing any document to be certain the consumer is fully aware of the terms and conditions. We appreciate her anticipated continued gym membership and bringing her concerns to our attention

At this point in time I paid for a service that I did not receive so I would like a refund if that is not possible id like to move forward with the complaint and I will be reaching out to my card and filing a refund through them I tried to work with the company multiple times unfortunately there is no other resolution. Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

The Revdex.com submission was filed on March 7, and we did reach out to Ms*** (***) in hopes of speaking with her directly Our records reflect that *** *** purchased the personal training sessions on April 26, The terms of the agreement state
that the sessions have no monetary value as they expired one per week (weeks thereafter) The member had unused sessions to use until January 30, On February 19, the member canceled the gym membership at the *** club location On May 2, and October 7, the member followed up with the *** club requesting refund on personal training session due to relocation, provided proof of move however, it was effective in February and the last member check in at the club was on February 28, 2015, both being after sessions were expired Additionally we have call logs indicating the member called the corporate office requesting a refund on personal training November 13, and January 13, 2016, both dates being made aware that the personal training had expired prior to the move date If there is a discrepancy in the date of move, we are willing to re-visit and will respond accordingly.We appreciate the member's feedback and previous membershipWe have provided a consistent response to the member regarding the terms of the agreement and expiration timeframe to have used those sessions from date of purchase If there is any additional information she would like to provide that we may not have for review please contact us through the Revdex.com, via email *** or *** to discuss

In response to the Revdex.com submission on August 23, 2016, please be aware that on August 16, 2016, MrBenisin contacted us through Member Services After exchanging multiple email correspondence and providing clarification of his gym membership, we provided a resolution that
met his satisfaction on the same date of this submission This matter has been amicably resolved.We wish him success 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,
*** ***

In response to the Revdex.com submission filed on May 3, 2017, and on the same date Ms*** spoke with *** Customer Service Representative. The member completed a gym membership cancellation request at the *** *** club on May 2, 2017. The written
personal training cancellation policy is outlined in the Personal Training Agreement and states it can be cancelled within three (3) days of the purchase date. Beyond this timeframe, personal training sessions are not refundable unless a member cannot use the sessions due to a medical disability, a move more than twenty-five (25) miles from any XSport location, deployment, or missionary tripMs*** purchased personal training sessions on October 5, 2016, in the amount of $4, To date, she has paid $2,821.35, used thirty-two (32) sessions for a value of $1,472.00. There is an unpaid balance due of $1,410.65, for the remaining sixty (60) sessions on account. When Ms*** spoke to Customer Service, the terms and conditions were discussed, and she indicated she would be providing the medical proof for review. Once we receive her paperwork, the account will be reviewed to determine if the documentation qualifies for a refund, and in this case a write off of the balance owed. We are more than willing to work with Ms*** in addressing her concerns. She mentioned in her submission that she has canceled her credit card for any future billing. Should we receive any dispute from her banking institution, we will cooperate with providing a copy of the signed Agreement which provides the cancellation policy. If Ms*** has the proof to provide, we would encourage her to send to *** to help expedite. We want to assist her, process a refund if applicable, and remove the balance due to ensure it is resolved amicably If she does not have the qualifying proof, we welcome her to contact Customer Service *** Monday-Friday 10:00am-6:00pm. Member Services is an extension of Customer Service and a source to contact to avoid a hold time via phone

The Revdex.com submission was filed on May 27, 2017, and we have reviewed *** *** account. Our records show *** signed up for a gym and personal training membership on October 10, 2013. *** purchased training sessions for $and paid this amount in
full. The terms and conditions of the Personal Training Agreement the member signed state that the sessions expire one per week from the date of purchase (weeks thereafter). *** used twenty-five (25) sessions and the remaining fifteen (15) have expired, and carry no monetary value for refund consideration. Our call records do not show any contact made to our Customer Service Department regarding this concern previously. This Agreement is almost four years old, which is well outside of any contractual obligation. The gym membership was not cancelled per our cancellation policy, however, due to the monthly charges declining on the credit card, the account was terminated July 26, 2015, which was after ninety (90) days for non-payment. *** mentioned that the account was put on hold, however, that would have required freeze paperwork to be completed and qualifying proof (medical, missionary, military and/or school) approved. We have no record for this request and if it had qualified, it is only eligible up to one year. If *** is interested in returning to the gym, we would consider applying the unused sessions to months of gym membership. If this is of interest to ***, please respond via this Revdex.com submission or contact *** to make arrangements to return to XSport Fitness

Initial Business Response /* (1000, 8, 2015/05/13) */
As per the conversation between Mr.*** and XSport Fitness on April 24, 2015, two months have been added to Mr.***'s membership to resolve this matter equitably

To follow up to *** *** response on his submission, he has spoken with Kelly *** Director of *** *** *** *** *** on two occasions, which in fact his personal results were verbally provided to him via the telephone conversation. Again, we encourage *** *** to refer to the rules and regulations provided to him and agreed upon at the time of the challenge. We feel confident that we have given clear and concise clarification to *** *** multiple times. The three personal training sessions are on his account should he choose to use them. At this point, we have communicated verbally and now in writing for a total of four attempts to provide clarification. We respectively ask that the Revdex.com close this matter. We appreciate *** *** continued gym membership