X Sport Fitness-Big Rock

The Revdex.com submission was filed on March 10, 2016, and we have reviewed the account. On November 16, 2015, *** *** purchased personal training sessions and paid a total of $540.00. The terms of the Agreement state that the sessions have no monetary value as they
expire one per week (weeks thereafter) None of the sessions were used. We do have a call log that indicates *** *** spoke with a Customer Service Representative on February 19, 2016, requesting to cancel the personal training and was told then that it was non-refundable. *** *** did not indicate who he spoke with at the club regarding his multiple attempts to cancel the trainingThe employee that sold the package is an active staff member, but we are uncertain if that is who the member referenced on who he had been working with. In the spirit of the member, we are providing a refund check to *** *** in the amount of $which he should receive in the next 7-business days. We assume he has chosen to continue the gym membership, but if that is any different, please have him contact the Director of Customer Service *** or email *** to assist him. 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
It is unfortunate that I had such a poor experience when clearly there are such a great people that work for X-SportThe woman that called me to explain everything was very kind and took a lot of time to explain the break down of refund and why there was a credit to my account & then a debit (they made an error)Instead of being rude and nasty, she was just very kind & I appreciate thatIt made my experience much better and I thank her for that
Sincerely,
*** ***

In response to the Revdex.com submission on October 4, 2017, our records reflect that MsT*** had spoken with our Customer Service Representative and provided her documentation for review. On July 29, 2017, MsT*** signed a monthly Membership Agreement and Personal Training
Agreement. The terms of the Personal Training Agreement provided to purchase thirty (30) personal training sessions for a total of $1,839.60. To date, she has paid a total of $982.30, and our records reflect she has used ten (10) sessions @ $45.99, with an unpaid balance of $857.30. We have taken into consideration all MsT*** feedback regarding her customer experience and processed a refund on October 27, 2017, for $to the credit card on file. By this date, she should be in receipt of the creditThe Personal Training Agreement and gym Membership Agreement have been terminated, which includes her financial obligation on the balance of the agreements. We appreciate MsT*** providing all documentation, customer feedback and experience, and her patience during the refund consideration process. We trust this resolution will meet to her *** satisfaction and we wish her well 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,
Michael L***

Initial Business Response /* (1000, 5, 2015/05/07) */
A thorough investigation has been made into Ms*** membership billingThe disputed charge of $from May 1, will be allowed to go through without contest from XSport FitnessA refund cannot be made while the member has disputed
the charge because the member would be refunded twiceXSport Fitness apologized for any inconvenience this may have cause Ms.***
Initial Consumer Rebuttal /* (3000, 7, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had requested written confirmation that my credit card will not be charged again in the future and that their records show the membership was cancelled this was not addressed in their response
Final Consumer Response /* (2000, 13, 2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 11, 2015/06/04) */
Per your request, please be advised that your gym membership was cancelled on May 7, and the credit card on file has been removedThis should successfully resolve your concerns

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,
*** ***

The Revdex.com submission was filed on August 4, 2016, and we have reviewed her account and submission. Today, Kathy, the Director of Customer Service left a voicemail for Ms.[redacted] to extend our regret for the length of time this matter has taken to resolve and learn any additional...

details. Our call logs reflect that she first spoke with a Customer Service Representative on August 2, 2016, and expressed her experience.  Our records reflect that Ms. [redacted] signed a Membership Agreement on July 12, 2016 for a monthly gym membership.  At that time, she paid $39.90, which represented the first and last month of gym membership.  On August 15, 2016, the annual maintenance fee was charged for $9.95, which occurs a month after signup and then annually going forward.  On August 12, 2016, the monthly dues of $19.95 was also charged.  A member can request for a cancellation and full refund within the first three (3) days of signup.  Ms. [redacted] discussed with our rep that she requested a cancellation in the gym on the second day, however, we had no record and/or any documentation to this effect.   We do show that after this submission, the member went into the gym on August 5, 2016, and completed a cancellation form, which was in fact received.   We are uncertain what she is referring to regarding a cancellation fee as that is not the case on her account.     In the spirit of the member and in an effort to provide a positive resolution, we are willing to refund all monies paid, due to her customer experience and apparent miscommunication. We are uncertain of the tier of membership she discussed at the signup or thereafter, but our records reflect the $19.95 membership.  Ms. [redacted] can expect a refund check for $59.85 in the next 5-7 days at the address listed on her submission.  We respect her decision to cancel and hope that someday she will return to XSport Fitness and give us another chance to deliver a higher level of customer service.  If she has any future interest in becoming a member, we welcome her to contact us through our website: www.xsportfitness.com and email us through Voice of the Customer, please have her reference this Revdex.com and we can arrange for her to go into one of our clubs and meet with a manager to answer all of her questions.  If she prefers, she can go into any club location and discuss what amenities she is looking to use and the available tiers of membership to choose from and associated fees.  We certainly work to have all our potential and current members have a clear and concise understanding of their membership.    We again apologize for time frame this matter took for resolution, but appreciate the member bringing her concerns to our attention.  We wish Ms. [redacted] well in her future fitness endeavors.

In response to the Revdex.com submission dated January 27, 2017, we have reviewed her account and see that the club location recently requested the refund as well.   Mrs. [redacted] account was cancelled as requested, however, the December payment had not yet been...

refunded.   We will be sending a refund check to address on the submission within the next 7-10 business days.  We do regret any misunderstanding and appreciate Mrs. [redacted] bringing this to our attention.    For future reference, our members can contact our Customer Service call center [redacted]o speak with a representative or visit our website [redacted], drop down membership and membership feedback to send us an email to discuss any concerns.      We wish her good health and wellness in her future fitness endeavors.

In response to the Revdex.com submission, please be aware that on December 29th and 31st, 2015, Mr. [redacted] spoke with Kathy the Director of Customer Service regarding this complaint.  After discussing this matter in detail, we were able to provide a resolution that met with the...

member's satisfaction.Mr. [redacted] did not realize he needed to redeem his reward points for membership either on the website, www.xsportfitness.com or contact the Customer Service Department at 877-417-1450 prior to July 1, 2015.  We have assisted by redeeming his points on his gym membership through June 29, 2016 and provided three additional months of membership for the month of December 2015, for non-use and two months for two referrals that were confirmed.  His membership is active through his next billing on September 29, 2016.  The member has been informed that we need him to provide an updated credit card on file, which he indicated he would provide in the very near future.Mr. [redacted] appreciated the assistance to resolve this matter.  We appreciated his continued membership.

The Revdex.com submission was filed on February 13, 2017, and Ms. [redacted] had already begun telephone conversations with our Customer Service Department. On December 29, 2016, she called to follow up if her cancellation letter had been received, which it had not.  We do not show any...

contact after that date.   We do not require certified mail, however, we do encourage it so that the member has proof of mailing for the postmarked date which is used for the cancellation date.      We appreciate Ms. [redacted] providing us with her customer experience and have reviewed her account.  Our records do not reflect any change in the monthly membership dues as mentioned now do any payments reflect the change.  New paperwork would have been necessary to make this change in membership.  However, if she has copy of the paperwork she mentions, we encourage her to email it to our Director of Customer Service [redacted] for review.  In the meantime, we received her cancellation request completed at the club level on February 12, 2017.  The account has been cancelled and as a one-time courtesy we have provided a refund for the last two charges to her credit card on file.  She should see this refund within 3-5 business days.     We appreciate Ms. [redacted] bringing this to our attention and would have been willing to work with her had she followed up with Customer Service.  We wish her well in her future fitness endeavors.

In response to the Revdex.com submission received on December 1, 2016, we have reviewed the account information.   Our records reflect that on November 8, 2016, Ms. [redacted] signed a Membership Agreement at our Crestwood location for a month to month gym membership.  ...

We show a minimal signup fee taken and then the processing fee, first and last month were set to be billed on November 29, 2016.  On the same date, we have a call log that Ms. [redacted] contacted our corporate office on November 29, 2016, to follow up on her cancellation request.  A member is entitled to a refund if they cancel within three (3) days of purchase.  We do not have paperwork to show that was the case.   Our cancellation policy requires a member to either go in person to the club they originally signed up at Monday-Friday 10:00 am – 6:00 pm or they can send a cancellation request to the corporate office, P.O. Box 4012, Aurora, IL 60507, which we recommend certified to ensure they have proof of the postmarked date.   Our records do not show receiving a request at either option.  In an effort to provide Ms. [redacted] a resolution, we have cancelled the membership and will be refunding her credit card on file the requested amount that billed.  She should see the refund processed to her credit card on file in the next 3-5 business days.   We do appreciate her bringing this to our attention.       We trust this meets to her full satisfaction.   We wish her well in her future fitness endeavors.

In response to the Revdex.com submission on February 29, 2016, we have reviewed the account and show that [redacted] signed a Membership Agreement on January 3, 2016, she paid $1.00 down payment.  On January 16th the monthly membership fee was charged for $19.95.  On February...

1st, a payment for $45.99 was charged for a personal training session.  Lastly, on February 16th, a charge for $29.90 processed which was for the February monthly charge of $19.95 and the annual maintenance fee of $9.95, which is charged the month after starting the contract and billed annually.   The personal training session was not used and expired.  The payment terms were indicated in the contract she signed. In an effort to provide clarity, a member does have three (3) days from the date of the Agreement to cancel, however, membership cancellation can either be done at any club location Monday-Friday 10:00 am – 6:00 pm by meeting with a General Manager and completing a cancellation request, which a copy would be provided to the member or by sending a written request to cancel and we recommend certified mail, but registered or regular is accepted to our [redacted].  The reason for the certified is for the benefit of the consumer in that the proof of mailing can be used for the postmark date for cancellation, privacy and protection of the member, and discontinuance of billing.We show gym check-ins at the Irving Park club on January 24, February 13, and February 16th.   These three dates are more than 30 days after the date of sign up.  Therefore, [redacted] is not entitled to a full refund since she was beyond the three day cancellation policy, was not available to cancel in person, and we did not receive a cancellation request.In an effort to amicably resolve this matter, we will refund the $19.95 for February, $45.99 for the training session, and $9.95 annual maintenance fee.  A total refund of $75.89 to [redacted]’s credit card on file, which she will see in the next 3-5 business days.   The January $19.95 and $1.00 down payment has been applied to the one month of membership.   The gym membership has been cancelled.  We do appreciate [redacted]’s feedback, however, our cancellation policy is provided within the Agreement and offer in person or mail in options.   We trust this addressed the request to her satisfaction and wish her success in your future fitness endeavors.

In response to the Revdex.com submission on February 12, 2016, Kathy, the Director of Customer Service spoke with Mr. [redacted] on Friday, Febuary 19th to discuss his concerns.  Upon review of his detailed information he forwarded on Monday, February 22, we have refunded the disputed...

amount to his credit card on file which he will see in the next 3-5 business days.  The gym membership has been canceled and we wish him well in his future fitness endeavors.

In response to the Revdex.com submission on November 14, 2016, please note that Ms. [redacted] had also contacted our Customer Service Call Center on November 14, 2016.   We have been working with Ms. [redacted] and her friend/member associated with the charges incurred.  We did...

have to request additional documentation to review and work through the dispute process that she had already started through her bank.  As of today’s date, we provided a resolution to refund Ms. [redacted] for the paid amount on the personal training membership.   As discussed, she will see the refund to her credit card on file in the next 3-5 business days.     We appreciate Ms. [redacted] feedback and her working with us to review the circumstances.   We trust this met to her full satisfaction and wish her well in her future fitness endeavors.

In response to the Revdex.com submission on May 9, 2016, please note that we have no record of [redacted] contacting our Customer Service call center for assistance.  As a courtesy to him, we will accept this submission as his cancellation request.In an effort to explain the...

cancellation policy, membership cancellation can either be done at any club location Monday - Friday 10:00 am - 6:00 pm by meeting with a General Manager and completing a cancel request, which a copy would be provided to the member or by sending a written request to cancel and we recommend certified mail, but registered or regular is accepted to our [redacted]  The reason for the certified is for the benefit of the consumer in that the proof of mailing can be used for the postmark date for cancellation. privacy and protection of the member and discontinuance of billing.  [redacted]'s gym membership has been canceled.The last charge that was collected on [redacted]'s credit card on file was March 5, 2016 for $35.00 as his card has been declining since that time and the account is delinquent.  Additionally, payments made in the last six months were on February 11, 2016 (for January dues) and December 5, 2015.  As a courtesy, we will refund the last four payments collected in the six months of unused membership, which is reflective of his desired settlement.  [redacted] can expect a refund check for $140.00 in the next 7-10 business days to the address provided on his submission.  They gym membership has been canceled.We trust this addressed the request to his satisfaction and wish him success in his future fitness endeavors.

In response to the Revdex.com submission dated October 6, 2016, please note that Mr. [redacted] spoke with our Customer Service Representative Susan on September 18, 2016, to discuss his gym membership.  However, at that time he did not mention the concerns of his Xit membership only...

that he did not want the gym membership cancelled, but rather the Xit membership.  We certainly would have been willing to learn more from him via phone to look into this matter and resolve. Our records reflect that Mr. [redacted] signed a gym membership and Xit training agreements on December 29, 2015.  Both agreements are signed by Mr. [redacted]. We encourage and recommend that our members be certain to read and understand the terms and conditions of the Agreements as an informed consumer.   We regret to hear of his customer experience, however, have not received a cancellation request prior to him speaking with our rep. Certainly, we would want to know right away of any account concerns to resolve quickly.  It appears the efforts of the gym suggestion to resolve was unsatisfactory to Mr. [redacted].  With that being said, we will make a one-time exception relative to the Xit Membership with the feedback taken into consideration.   We have processed a refund to the members credit card on file for the eight months of non-use and should see this credit in the next 3-5 business days.  Also, as a valued member and for the misunderstanding of his current gym membership, we have provided one month of gym membership which extends his membership until February 2, 2018, and then was signed by Mr. [redacted] for an automatic monthly power renewal, which means if he no longer wants to continue the membership, he must follow our cancellation policy which is as follows:   All cancellations can either be sent to the corporate office [redacted] 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.     We are glad to have Mr. [redacted] as a valued member and trust this meets to his satisfaction.

In response to the Revdex.com submission on January 4, 2016, please be aware that due to inclement weather recently, we experienced a minor leak that caused some repair and had to ventilate the area.  We do apologize for this inconvenience, but with XSport locations being open 24/7...

when incidents occur, unfortunately you may experience some inconvenience while we remedy the problem. We always to try to take care of the members needs first, repairs and a fresh look at the activities that members' and guests' might benefit from by adding new fitness options to our facilities such as Xit training.Thank you for providing us your feedback and appreciate your continued membership.

Revdex.com:
Thank you for extending my membership for an additional two months.  That is in good taste and is a very kind business practice which may make me consider coming back to Xsport in the future.  
Sincerely,
[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. At this point if my full refund for XSport gym is allowed then yes cancellation would be ideal, however to my knowledge the amount charged was a flat fee.   Is that true?
Sincerely,
[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,
[redacted]