X Sport Fitness-Big Rock

Initial Business Response /* (1000, 5, 2015/10/01) */
In response to the Revdex.com submission filed on September 24, 2015 we have reviewed the member's agreement signed on July 24, 2014. In the written agreement, Mr. [redacted] elected to downgrade the membership to $9.95 per month,...

which included processing fees and an annual maintenance fee of $49.00, which was first charged to his account on August 16, 2014 (15th or next business day immediately following new agreement). The type of membership Mr. [redacted] chose includes an annual maintenance fee. The annual maintenance fee that was charged last year was now billed for 2015 and was charged to his credit card on file on August 18, 2015. This is a fee that applies to all members with this type of membership and it cannot be waived. Mr. [redacted] has been a member with XSport Fitness before and should be aware that different membership promotions are available. Hopefully, this helps clear up any confusion regarding his recent charge. If we can be of any further assistance, the member 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.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes I undestand your saying your policy is but I was not notified of there being an annual renewal the representative did not make aware of that and I guess he made me sign a contract without explaining terms and conditions and also your sign outside the facility clearly says 9.95 a month $49 sing up fee not sign up and yearly renewal fee and you are right I have been an xport customer long time on and off I tried you guys again in 2014 simply for that deal of sign up $49 nand 9.95 a month if I would have known I would be scammed by you guys I would have stayed with my previpous facily which is alot better deal then getting ripped off $49 and it is alot cleaner and better staff ffor the value very upset and disappointed have sent a cancellation letter of membership and will never sign up to xport again and make sure everyone I know is aware of this so called scamm and renewal policy and not to sign up
Final Consumer Response /* (2000, 11, 2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 9, 2015/10/06) */
To follow up on your Revdex.com submission filed on September 24, 2015, as mentioned previously the annual maintenance fee applies to the type of membership Mr. [redacted] signed up for on July 24, 2014. We do apologize for any miscommunication of his understanding for this annual charge. We would always encourage all members to read through the written agreement at the time of signing to ensure a clear understanding. The promotions change regularly and indicate some restriction may apply along with enrollment and annual fees may apply. We regret to see that Mr. [redacted] has chosen to cancel his gym membership effective October 5, 2015. As a result, we have cancelled his gym membership and provided Mr. [redacted] a refund for two months of membership and the maintenance fee paid on August 18, 2015. The refund for $68.90 was processed today and will post to his credit card on file in the next 3-5 business days. We trust this will meet to his satisfaction and we wish him success in his future fitness endeavors.

The Revdex.com submission was filed on February 15, 2017, and we have reviewed the member [redacted] account.   We ask his parent or legal guardian to please provide us additional information to be able to answer their questions and/or concerns.   On October 7, 2016, the member and [redacted] purchased a monthly gym membership for $33.50 with an annual maintenance fee of $9.95, and 24 personal training sessions for $1,104.00. We are unclear on how to assist the family since the membership has not been cancelled and the member is actively checking in and using the club.   Additionally, 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 25 miles from a gym location, is deployed, or is on a missionary trip.   The account does show that on December 7, 2016, the General Manager pushed out the training payments until after the member’s sports season ended, which would start to bill again on April 15, 2017. To date, the member has used four (4) of the sessions and the payment plan is still unpaid at this time due to the plan being temporarily suspended.   We welcome Mr. [redacted] to communicate through the Revdex.com submission or feel free to contact [redacted]and request a follow up call to discuss via telephone to be able to assist them.   We want to ensure they receive clarification for all concerns.

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,
Marcia M[redacted]

We are in receipt of Ms. [redacted] rejection to our response.  Unfortunately, at the present date we cannot reply differently than our initial response.  We await the dispute process notification (nothing received thus far) and will cooperate with the bank.  Due to the information provided, we will allow the dispute to be returned to Ms. [redacted] given the call log information on her wish to cancel.  The actual written cancellation was not completed at the gym until seven (7) days of the purchase date.  The cancellation policy for a full refund is within the first three (3) business days.  However, her wish to cancel was expressed via phone to the club location on the fourth business date of purchase.  At this point, we are unable to update her any further since we have not received notification from her banking institution.     Ms. [redacted] is welcome to contact our Director of Customer Service through the Member Services email:  [redacted] as she learns more.

Initial Business Response /* (1000, 14, 2015/05/14) */
Mr.[redacted] has eight personal training sessions on his account. Ms.[redacted] does not have any sessions on her account. It was agreed upon, per member's request, that he pays for all eight sessions, allowing his wife to pull four sessions from...

his account. Mr.[redacted] has paid a total of $360 for the eight sessions.
Initial Consumer Rebuttal /* (3000, 16, 2015/05/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After talking to several people at Xsport fitness without a solution ,[redacted] was finally able to see that I was charged more than the $ 360.00 that is stated above.[redacted] of XSportFitness overnighted me A check for the $ 180.00 overpayment & she also gave me a 2 month membership credit , it took a while for them to rectify my complaint but they made me whole & I'm satisfied with them. My wish is for them to reduce the wait time when you call customer service & better trained knowledgeable on site employees .
Final Business Response /* (4000, 18, 2015/06/04) */
Per your conversation with[redacted] in Customer Service on 5/20/15, your account was refunded accordingly and this matter has been amicably resolved. We apologize for the delay in resolving this matter, but the initial filing did not indicate that your account was charged incorrectly. Once we determined that was your concern, we were able to correct your account. We appreciate your concern to our attention and thank you for your continued membership.

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,
Debra [redacted]

We are following up on the recent rejection response from [redacted].  On January 15, 2016 our Customer Service Manager, [redacted] spoke with her regarding her response on the previous refund issued on November 13, 2015.  We are working with the member on her dispute for personal training sessions and her gym membership.  We are awaiting her response as of today and will work with her on an amicable resolution.  We were unaware of a continued concern after she spoke with the Customer Service Department in November.  We look forward to hearing back from her this week to take care of this expediently.

In response to the Revdex.com submission filed on January 11, 2016 please note that on November 30, 2015 you contacted the corporate Customer Service Department and spoke with [redacted]  At that time you were provided the cancellation instructions to either go into an XSport location in...

person or send a cancellation letter via mail to us.  However, as a courtesy, [redacted] state he would accept a fax request.  To date we have not received a request to cancel from you.  After review of your account going  back tot he beginning of 2015 your credit card on file was declining periodically when the charge was attempted on the 14th of the month.  Your last check in was June 12, 2015.  Since that time even though we attempted to take payment your credit card declined multiple times.  The payment made on June 2nd for $41.99 was collecting for the May 14th dues that had declined throughout the month of May and then June 15th for $42.00 which you last check in was in the month of June.  The Revdex.com submission indicated you cancelled at our Merrifield location in July 2015.  The four payments that were successfully drafted after that date were July 14th $42.00, August 15th $21.00, August 22nd $21.00, and then two payments for September and October on October 29, 2015 ($42.00 each).  We have accepted your Revdex.com submission as your cancellation request.  In an effort to provide a resolution we provided a refund to the credit card on file for $168.00 which was processed on January 27, 2016 and will post within 3-5 business days.  Your gym membership has been cancelled.If you require any additional explanation please do not hesitate to contact our Customer Service Department Monday-Friday [redacted] or an email to [redacted] and a representative would be happy to assist.We regret to hear Mr. [redacted] choice to cancel but we respect his decision.  We wish him the best in his future fitness endeavors.

In response to the Revdex.com submission on March 8, 2018, our records reflect that on the same date of this submission, Mr. D[redacted] account was reviewed at the corporate office.  A refund was provided for the February and March monthly dues along with the annual maintenance...

fee.  A total refund of $92.95 was issued to his credit card on file, which he would see the refund within 3-5 business days.  This membership has been terminated. We regret any inconvenience in this regard and wish him the best in his future fitness endeavors.

The Revdex.com submission was filed on April 10, 2017, regarding a Personal Training Agreement Ms. [redacted] signed on October 29, 2015, for 40 sessions, which was paid in full for $1,800.00.  She has used thirteen (13) of the sessions to date.  Ms.  [redacted] contacted the Customer...

Service Department on April 10, 2017, and spoke with the Customer Service Representative Mike.  She wanted to cancel the personal training due to the personal trainer she had been training with was no longer employed with XSport Fitness.  At that time, she was informed that the Personal Training Agreement is not with a specific trainer, but rather with XSport as a company.   Personal trainers can and do leave their employment.  Also, per the terms and conditions of the signed Personal Training Agreement, the sessions expire one per week from the date of purchase (40 weeks thereafter or August 4, 2016).  At this time, the twenty-seven (27) unused sessions are expired and carry no monetary value for refund consideration.   Prior to the expiration date, consideration for a refund would have been given if medical proof was provided for a disability, a move of more than 25 miles from an XSport gym location occurred, deployment, or attended a missionary trip.  A member may cancel within the first three (3) business days of purchase date.    As a resolution for Ms. [redacted], we would be willing to reinstate the twenty-seven (27) sessions on the account for the member’s use as a one-time courtesy.  She is welcome to contact Customer Service [redacted] and let us know if she would like her account updated to use the sessions.  Ms. [redacted]’s annual gym membership expired April 21, 2017, however she did authorize the automatic power renewal to start on said date with her monthly dues of $35.00 per the Membership Agreement.   XSport Fitness stands ready, willing, and able to provide the service with our on staff personal trainers.  She is welcome to contact the Fitness Manager at any of the power pass locations that can be found on our website: [redacted] or if she would like someone to contact her to make arrangements to learn her training needs, we are happy to set that up as well.

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]

In response to the Revdex.com submission dated January 19, 2017, we have reviewed his account and see that he had been in communication with our Customer Service Representative Susan since the same date of his submission.   We were awaiting documentation from Mr. [redacted] that...

has since been received.  This matter was successfully resolved to the member’s satisfaction.     We wish Mr. [redacted] well in his future fitness endeavors.

Revdex.com:I have contacted the local facility in Downers Grove, and the manager over there had resolved the issue. Thank you for your support and the effort. 
Sincerely,
[redacted]

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 19, 2015.  [redacted] had contacted Member Services by email via Voice of the Customer on September 20, 2015.  [redacted] had inquired about her...

gym membership and her son’s membership.  First, regarding her membership associated with key tax [redacted] a representative assisted her with the cancelation request on October 1, 2015, and wrote off the October payment and refunded September for non-use.  [redacted] followed up with an email requesting a refund of two additional months for July and August due to her being unsuccessful in speaking with a customer Service Representative relative to her non-use since July 11, 2015.  In an effort to resolve this matter, on November 18, 2015, a refund of two additional months was applied to her credit card on file for $39.90, which she should have seen posted by this date. Secondly, her son’s gym membership associated with key tag [redacted], his membership was placed on a freeze for school effective September 30, 2015.  His last check in was August 1, 2015.  Again, as a courtesy to the member, on November 18, 2015, we refunded two months for August and September to the credit card on file for $39.90.  it is important to note that the member keep in mind that school freeze request can either be completed in the gym with proof of school paperwork sent to customer service via fax [redacted]7.  Should call volume create longer wait times, we do recommend that member’s visit our website at [redacted] and contact us through Voice of the Customer or feel free to contact us via email at [redacted]  These options will alleviate a member’s time on hold and we can respond quickly.  Lastly, school freezes are removed once a member checks into the club.  If a member needs to freeze the account again, for example they return to school, the member must again send proof of school to update the current status on the membership.  It is important to manage to avoid monthly charges. Since [redacted] submission, members can now cancel at any of our XSport locations or send a letter to XSport Fitness, [redacted].  Members credit cards are placed on file at the time of membership agreements are signed.  The credit card secures the agreement and if a member wished to not have the card charged on automatic payments, they would pay the amount due prior to their billing date. 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 do apologize for any inconvenience this matter caused [redacted] and trust that we have resolved all of her concerns. [redacted]

In response to the Revdex.com submission on September 28, 2017, our records reflect that Jo W[redacted] spoke with our Customer Service Representative on September 19, 2017.  At that time, the concerns were provided and answered per the Membership Agreement signed August 11, 2017. ...

Our records reflect Jo W[redacted] signed for a monthly gym membership on said date and paid $77.90 which represented the first/last months. On September 11th, the monthly dues billed $38.95, and on September 15th, the annual maintenance fee billed $9.95.  A cancellation request was received by our corporate office on September 21, 2017.  In the submission, the member admits to requesting a gym membership, however, the understanding was for one month.  The written Agreement that the member signed provided differently.   We would encourage all consumers to read the Agreement prior to signing so that they have a full understanding of the terms and conditions.   We regret any misunderstanding or communication in the verbal conversation.  In regards to the personal training call, that would likely have been a complimentary personal training experience.  There is no charge for the introductory session so we are uncertain why a message would have been left in that regard.  We will follow up with the gym location to ensure our team provides clear and concise info.  We will remove the telephone number to avoid any future follow up and do regret any inconvenience this caused.   After further review, we have taken into consideration that there was limited check in history and the account of what was presented, we will provide a full refund.  A credit will be processed to the [redacted] ending in [redacted] on file for $126.80, which can be viewable within 3-5 business days. The gym membership has been cancelled and we trust this resolution will meet to Jo W[redacted] full satisfaction.     We wish Jo W[redacted] well in future fitness endeavors.

The Revdex.com submission was filed on December 1, 2016, and Ms. [redacted] had already begun telephone conversations with our Customer Service Department on September 13, 2016.   We have multiple telephone records working to provide clarification on her account relative to her...

Personal Training Agreement.   This information has been provided to Ms. [redacted] on multiple occasions and as recent as November 30, 2016, when she contacted our Customer Service Representative Susan and had her banking institution on the line as well.  This information was relayed to on their behalf as well at her request.   A review of her account, indicates on August 15, 2016, Ms. [redacted] purchased 48 personal training sessions totaling $2,400.00.  She paid a $150.00 down payment, with a balance due of $2,250.00, monthly installments were set up starting in August for $150.00 bi-weekly until March 13, 2017.     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 25 miles from a gym location, is deployed, or is on a missionary trip.   Ms. [redacted] sent a cancellation request to the corporate office to cancel the gym membership on September 16, 2016.  This was in fact accepted, however, a member must have an active membership to use the personal training and that does not cancel the training or the financial commitment.  It is important to note that Ms. [redacted] had purchased and used three personal training packages in the past and is likely familiar with our cancellation terms and conditions.   This particular package, she initially contacted us stating she did not realize the payment structure was bi-weekly, however, it was outlined in her Agreement and reviewed with her.  We then received a call that she would like to discuss cancellation of the training.  We provided her the terms and she stated she would send medical proof.  In November, she was made aware that the medical proof did not meet the criteria to qualify for cancellation.   The note was specific that her Physical Therapist recommended the use of the pool for aquatic exercises, but made no mention of the fact that she was medically unable to use the sessions purchased and had no active membership that the note would apply to.   Our last conversation with her bank on November 30, 2016, reviewed all of this information and she disconnected the call.   To date, Ms. [redacted]’s charges have been declining and the account has a delinquent balance of $575.00.   Also, Ms. [redacted] has now disputed one of the charges for $150 from October 24, 2016, which we have to see that process through once started.         It appears very clear that Ms. [redacted] does not want to use the personal training, however, since no proper proof has been provided, the financial terms and conditions do not change.  In an effort to provide a resolution, we are willing to cancel the personal training with mention of the following.   To date, she has paid a total of $775.00 and has an unpaid balance of $1,625.00.  She used seven (7) sessions in the months of August and September @ $50 each which would deduct $350, leaving a balance of $425.00.   Once the dispute process has been completed and/or we receive a letter from her banking institution showing the dispute is completed and/or dropped, we will review the final refund amount pending the outcome of the disputed amount.   This cannot be done until written confirmation has been received as we are obligated to cooperate with the dispute process and see it through completion.     Ms. [redacted] is welcome to reply via this submission or we feel we can be of greater assistance having her contact our corporate office and working with our Director of Customer Service Kathy who she can contact via [email protected] to see this process through.  There will be a timing factor that we have to follow before we can refund any final amount to her.  We are certain Ms. [redacted] is more than frustrated with this process, but with complete respect, we have worked countless times trying to assist her within our terms and conditions of her signed Personal Training Agreement.   We do not want our members to be frustrated and while she is welcome to her opinion, we stand confident on our reputation of being an excellent company.  More importantly, one willing to work for a resolution to improve Ms. [redacted]’s customer experience.      We await her response to our offer for an amicable resolution.

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,
Cayley S[redacted]

Final Consumer Response /* (2000, 8, 2015/04/29) */
[redacted] Tue, Apr 28, 2015 at 2:57 PM
To: [redacted]
I have tried to close this case using the online complaint system but it hasn't been working or something. Anyway, the business XSport...

Fitness contacted me personally and has decided to refund me all of my 58 sessions and cancel my contract and I am perfectly satisfied with that resolution. Could you please make sure case# [redacted] is closed. Thanks!
Regards,
[redacted]

In response to the Revdex.com submission dated January 3, 2017, we have reviewed Mr. [redacted] recent account information and learned that he signed up as a new member of XSport on January 7, 2017.  On the concern he shared, we would have encouraged him to go into one of our locations...

to discuss new membership tiers as this information is not provided via telephone.   We do regret to hear if this was not being communicated so he had a clear understanding of what needed to be done.   We are glad to see that he was successful obtaining a gym membership and as a courtesy for his customer experience, we will provide one free month of gym membership to his account.    In the future, if Mr. [redacted] needs to discuss any concerns regarding his membership, we encourage him to contact the corporate Customer Service call center 877-417-1450 or log in to our website www.xsportfitness.com and a drop down of Voice of the Customer is available for sending an email.    We hope Mr. [redacted] is enjoying his new membership at one of our newest locations.   Welcome.

In response to the Revdex.com submission dated April 4, 2017, we have reviewed Ms. [redacted] account.  We show both the gym and personal training memberships on file and her request to cancel.  Ms. [redacted] indicated in her submission that on the same date she was going to file...

a dispute with her credit card company.   As a company, we have twenty (20) days to respond to the Revdex.com submission and we are within that timeframe.   At this time, we need to confirm if Ms. [redacted] did in fact file a dispute with her card company before we can discuss any resolution on her account.  Once that process is started, we have to see it through and work directly with the card company.  A consumer is welcome to do whatever they deem necessary, however, it limits us as a company to work with the member while the dispute is pending.   Ms. [redacted] is welcome to contact our Director of Customer Service through the Member Services email:  [redacted] to make arrangements to discuss if necessary.     We regret to hear that our fitness facility was not the right fit for Ms. [redacted].  We wish her well in her future fitness endeavors.