I went in to this company and was asking in regards in getting a personal trainerWhich I was informed that their was a training program called ***From what I can gather through the contract with them their information is [redacted] ** owner phone number [redacted] and their billing company website is [redacted] I had signed a contract with them for monthsI would get charged every 27th of the month for $ I was charged on 08/31/for $300, 09/27/for $300, 10/27/for $300, and the last payment was suppose to be 11/27/for $By November this was taking a toll on me, as I could no longer offered it, but according to my trainer he stated that November was my last month and I would not have any additional paymentsSo assuming all was well I made my last payment on 11/27/I had not even attended any session due to work and their trainer not able to work with my scheduleBut trainer stated that s
This [redacted] complaint is the first time Xcelerate Fitness has become aware of [redacted] having an issue with *** When we become aware of any of our members having a problem with ***, we always do everything in our power to try and get the issue resolved Unfortunately we have more of these issues than we would like.Trainer [redacted] ( [redacted] is a training company we contracted with to work out of our facilities through the end of We have been very unhappy with their business and billing practices Unfortunately we are in contract with them and although we have asked to cancel this agreement early they refuse to do so When we become aware of an issue one of our members are having with [redacted] we try and help them to resolve it - but we have no ability to refund or stop billing contracted with [redacted] or ***, which is *** billing company.Because these issues have continued we posted posters around our facility (please see attached) to make members aware [redacted] is not affiliated with Xcelerate Fitness and how [redacted] can be reached if members have a billing problem.As soon as I saw this complaint I called *** to let her know we will do everything we can to get her refund I have already emailed this complaint to the [redacted] owners and asked them to take care of this issue immediately I will be following up with [redacted] to see if this issue is resolved She was appreciative of the call and said she understood [redacted] is not a part of Xcelerate Fitness.Thank you! [redacted] Owner
I went in to this company and was asking in regards in getting a personal trainerWhich I was informed that their was a training program called ***From what I can gather through the contract with them their information is *** *** *** ** *** *** *** ** owner phone number *** and their billing company website is *** I had signed a contract with them for monthsI would get charged every 27th of the month for $ I was charged on 08/31/for $300, 09/27/for $300, 10/27/for $300, and the last payment was suppose to be 11/27/for $By November this was taking a toll on me, as I could no longer offered it, but according to my trainer he stated that November was my last month and I would not have any additional paymentsSo assuming all was well I made my last payment on 11/27/I had not even attended any session due to work and their trainer not able to work with my scheduleBut trainer stated that s
Charged monthly membership fee after membership was canceledFailure to acknowledge phone and email messages
On 4/20/the membership was canceled in person at the gym, was informed that I would be required to pay for an additional month because a full day notice was requiredThat payment was automatically withdrawn by *** *** on 4/25/2016, this should have been the final paymentOn 5/25/another automatic payment was made, I called the gym on 5/27/was told no manager would be available until May 31stI contacted *** *** and was told that they had no cancelation on file and that they would need to contact the gym for confirmation of the cancelation I have since sent multiple emails and left several phone messages all have gone unanswered by the gym management, in contacting *** *** on 6/1/they also have not received any response to their inquiry
Initial Business Response /* (1000, 8, 2016/06/22) */
We have found the error that led to Mr. [redacted] being billed the additional month. His account has been credited accordingly.
Initial Consumer Rebuttal /* (2000, 10, 2016/06/22) */
(The consumer indicated he/she ACCEPTED the response from...
the business.)
While we did finally, after almost 30 days, receive reimbursement directly to the account they withdrew the unauthorized payment from, this company has still failed to communicate with us in any form, which goes to their lack of professionalism and customer service, and leads me to question their business ethics. I would encourage others not to commit to any type of long term commitment or automatic withdrawal of dues, I would also recommend not going to this facility at all, they take advantage of the fact that they are the only gym in town so they charge more and do not maintain their building or equipment. Staff is not engaged with clients unless they are their friends or if you pay an additional fee for training.
This [redacted] complaint is the first time Xcelerate Fitness has become aware of [redacted] having an issue with [redacted]. When we become aware of any of our members having a problem with [redacted], we always do everything in our power to try and get the issue resolved. Unfortunately we have more of...
these issues than we would like.Trainer [redacted] is a training company we contracted with to work out of our facilities through the end of 2018. We have been very unhappy with their business and billing practices. Unfortunately we are in contract with them and although we have asked to cancel this agreement early they refuse to do so. When we become aware of an issue one of our members are having with [redacted] we try and help them to resolve it - but we have no ability to refund or stop billing contracted with [redacted] or [redacted], which is [redacted] billing company.Because these issues have continued we posted posters around our facility (please see attached) to make members aware [redacted] is not affiliated with Xcelerate Fitness and how [redacted] can be reached if members have a billing problem.As soon as I saw this complaint I called [redacted] to let her know we will do everything we can to get her refund. I have already emailed this complaint to the [redacted] owners and asked them to take care of this issue immediately. I will be following up with [redacted] to see if this issue is resolved. She was appreciative of the call and said she understood [redacted] is not a part of Xcelerate Fitness.Thank you![redacted]Owner
I went in to this company and was asking in regards in getting a personal trainerWhich I was informed that their was a training program called ***From what I can gather through the contract with them their information is [redacted] ** owner phone number [redacted] and their billing company website is [redacted] I had signed a contract with them for monthsI would get charged every 27th of the month for $ I was charged on 08/31/for $300, 09/27/for $300, 10/27/for $300, and the last payment was suppose to be 11/27/for $By November this was taking a toll on me, as I could no longer offered it, but according to my trainer he stated that November was my last month and I would not have any additional paymentsSo assuming all was well I made my last payment on 11/27/I had not even attended any session due to work and their trainer not able to work with my scheduleBut trainer stated that s
This [redacted] complaint is the first time Xcelerate Fitness has become aware of [redacted] having an issue with *** When we become aware of any of our members having a problem with ***, we always do everything in our power to try and get the issue resolved Unfortunately we have more of these issues than we would like.Trainer [redacted] ( [redacted] is a training company we contracted with to work out of our facilities through the end of We have been very unhappy with their business and billing practices Unfortunately we are in contract with them and although we have asked to cancel this agreement early they refuse to do so When we become aware of an issue one of our members are having with [redacted] we try and help them to resolve it - but we have no ability to refund or stop billing contracted with [redacted] or ***, which is *** billing company.Because these issues have continued we posted posters around our facility (please see attached) to make members aware [redacted] is not affiliated with Xcelerate Fitness and how [redacted] can be reached if members have a billing problem.As soon as I saw this complaint I called *** to let her know we will do everything we can to get her refund I have already emailed this complaint to the [redacted] owners and asked them to take care of this issue immediately I will be following up with [redacted] to see if this issue is resolved She was appreciative of the call and said she understood [redacted] is not a part of Xcelerate Fitness.Thank you! [redacted] Owner
I went in to this company and was asking in regards in getting a personal trainerWhich I was informed that their was a training program called ***From what I can gather through the contract with them their information is *** *** *** ** *** *** *** ** owner phone number *** and their billing company website is *** I had signed a contract with them for monthsI would get charged every 27th of the month for $ I was charged on 08/31/for $300, 09/27/for $300, 10/27/for $300, and the last payment was suppose to be 11/27/for $By November this was taking a toll on me, as I could no longer offered it, but according to my trainer he stated that November was my last month and I would not have any additional paymentsSo assuming all was well I made my last payment on 11/27/I had not even attended any session due to work and their trainer not able to work with my scheduleBut trainer stated that s
Charged monthly membership fee after membership was canceledFailure to acknowledge phone and email messages
On 4/20/the membership was canceled in person at the gym, was informed that I would be required to pay for an additional month because a full day notice was requiredThat payment was automatically withdrawn by *** *** on 4/25/2016, this should have been the final paymentOn 5/25/another automatic payment was made, I called the gym on 5/27/was told no manager would be available until May 31stI contacted *** *** and was told that they had no cancelation on file and that they would need to contact the gym for confirmation of the cancelation I have since sent multiple emails and left several phone messages all have gone unanswered by the gym management, in contacting *** *** on 6/1/they also have not received any response to their inquiry
Initial Business Response /* (1000, 8, 2016/06/22) */
We have found the error that led to Mr. [redacted] being billed the additional month. His account has been credited accordingly.
Initial Consumer Rebuttal /* (2000, 10, 2016/06/22) */
(The consumer indicated he/she ACCEPTED the response from...
the business.)
While we did finally, after almost 30 days, receive reimbursement directly to the account they withdrew the unauthorized payment from, this company has still failed to communicate with us in any form, which goes to their lack of professionalism and customer service, and leads me to question their business ethics. I would encourage others not to commit to any type of long term commitment or automatic withdrawal of dues, I would also recommend not going to this facility at all, they take advantage of the fact that they are the only gym in town so they charge more and do not maintain their building or equipment. Staff is not engaged with clients unless they are their friends or if you pay an additional fee for training.
This [redacted] complaint is the first time Xcelerate Fitness has become aware of [redacted] having an issue with [redacted]. When we become aware of any of our members having a problem with [redacted], we always do everything in our power to try and get the issue resolved. Unfortunately we have more of...
these issues than we would like.Trainer [redacted] is a training company we contracted with to work out of our facilities through the end of 2018. We have been very unhappy with their business and billing practices. Unfortunately we are in contract with them and although we have asked to cancel this agreement early they refuse to do so. When we become aware of an issue one of our members are having with [redacted] we try and help them to resolve it - but we have no ability to refund or stop billing contracted with [redacted] or [redacted], which is [redacted] billing company.Because these issues have continued we posted posters around our facility (please see attached) to make members aware [redacted] is not affiliated with Xcelerate Fitness and how [redacted] can be reached if members have a billing problem.As soon as I saw this complaint I called [redacted] to let her know we will do everything we can to get her refund. I have already emailed this complaint to the [redacted] owners and asked them to take care of this issue immediately. I will be following up with [redacted] to see if this issue is resolved. She was appreciative of the call and said she understood [redacted] is not a part of Xcelerate Fitness.Thank you![redacted]Owner