Xperience Fitness

Review: On the Xperience Fitness website http://myxperiencefitness.com/home.html it states at the top of the page "Join for $9.99/month". There are no exclusions listed anywhere. When I click on the Woodbury, MN location, the lowest price offered is $14.99/month. I started a chat with a representative (I have a copy) and they stated that the Woodbury location is $14.99/month and they do not offer $9.99/month at that location. This is definitely considered false advertisement. They are claiming I can join for $9.99/month but do not disclose anywhere that that offer is only valid at certain locations. This is very deceiving and they should not be allowed to advertise in this manner.Desired Settlement: Xperience Fitness should not be allowed to advertise in a deceiving manner.

Business

Response:

Re: [redacted] - [redacted]

Thank you for making us aware of the complaint that [redacted] filed with your office. Our company always strives for excellent customer service, and we appreciate the opportunity to respond.

This is a Corporate website not a website for our individual clubs. Ms. [redacted] may join any of our other locations for $9.99 + tax per month but just not at our Woodbury, MN location which is at capacity. That is why the rates are different than at any of our other locations but in the future if our Woodbury location dips below capacity, we'll be more than happy to reach out to Ms. [redacted] to offer her a basic membership at $9.99 per month + tax. We will consider this matter closed unless notified otherwise.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not wanting a discount or anything of that matter. I am simply making the statement that your website is misleading and provides false advertisement. There does not state that Woodbury is an exclusion from the $9.99 offer. The only reason I found out it was excluded is I had to contact customer service. So, to me that is a bait and switch. You are trying to bait people in at $9.99/month and when they attempt to sign up, only $14.99/month is offered with no explanation. Personally, I do not think this is ethical nor good business practices.

Regards,

Business

Response:

Re: [redacted]

Review: I joined this gym in January of 2014. In February of 2014, I signed up to receive personal training in which I did sign a contract. Personal training costs me $230 a month on top of the $19.99 that I pay per month for my membership fee. I understand that I signed a contract, but I can no longer afford to pay them $250 per month. I informed them that I could no longer afford their services and would like to cancel. A young lady by the name of [redacted]. (whom I have been chatting with on the gym's website and via email) told me I could not cancel she could only freeze my training sessions until August. They received their last personal training payment April 19, 2014. They were paid for 4 sessions, and I only received 2 for the month of April. I don't know how else to stress to them that I cannot afford their services anymore, and I will not be able to afford them in August either. After speaking with [redacted]. again, I told her that I wanted to cancel my gym membership along with my personal training. She then told me I couldn't cancel my training sessions because I signed a contract and she could freeze both my training fees and membership fees until August. NO! I CANNOT afford this anymore and I WILL NOT be able to afford it in August either. I don't remember the training contract saying anything about not ever being able to cancel my sessions and I find it absurd that even If I canceled my gym membership they will still charge me for training sessions even if I am not receiving them. Isn't that fraudulent? Isn't that stealing?Desired Settlement: I want them to cancel my membership along with my personal training and if possible $115 for the 2 training sessions I did not receive for the month of April. If no refund will be given, fine, but I do not want to be apart of this gym and I no longer wish to receive their services---I cannot afford it!

Business

Response:

Re: [redacted]

Review: On January 4, 2016, I joined Xperience Fitness Center with the salesperson [redacted]. To joined the membership you have to have a credit or debit card on file. I paid with cash for the 1st and last month dues with an $100 bill, the fees were $39.90 and the salesperson gave me back $60.10. Later that week, I checked my bank account and noticed that Xperience Fitness withdrew a $100 out of my account which I have to give the fitness club to have on file. I Call Xperience Fitness to tell them what has happened with my account and employee gave me a 1-800 number to call only to find out that they were closed. I called back to Xperience Fitness and told them that the billing service was closed, she then gave me [redacted] (he is the person that handles all the paperwork and any disputes)number. On Monday, January 11th I call the billing center again and was told that they could not help me since it did not take place at their establishment. I call [redacted] several times leaving him voice messages about my account only to never get a call back from [redacted]. I call the fitness club again only to start getting run around about my account being overcharged. I also went back to the fitness club to talk to the manager [redacted] and gave him a print out of the transaction from my back account and was told he would fax the information to [redacted]. On Tuesday, January 12th, I talked with [redacted] and he told me he was going to get the information from [redacted] and get back with me. I have not heard from either [redacted] or the Billing Center regarding this information. Because of this $100 being taken out of my account, I am now showing a negative amount and have two outstanding bills that can't get paid until I am reimbursed for the unauthorized money taken from me. My bank account would not be in the negative if this money wasn't taken from my account.Desired Settlement: I would like for my account to be credited back the $100 plus all of the fees that has been charged to my account. These fees total $89 for two checks returned by the back ($36 each)and $17 for NSF. I have also cancelled my membership with Xperience Fitness and would like for them to refund me the $39.90 because I have not used the facility. In summary, I would like the $100 refunded to my account, plus the $39.90 I paid with cash and the $89 in back fees.

Business

Response:

Thank you for making us aware of the complaint our cus[redacted]er, [redacted] filed with your office. Our Brookfield, WI location always strives for excellent cus[redacted]er service, and we appreciate the opportunity to respond.

Review: When our gym in Appleton Wisconsin changed hands from Golds to Xperience the cleanliness of the facility went downhill. A conscientious employee there has been very receptive to feedback, as the business posted that they wanted to know what we had to say. I am regularly approached by name by this employee to ask how things are. Today I shared that there was a large amount of hair in the shower drain that had been there all week, that there were spills on the exterior locker room doors that they claimed they were unable to clean , but that wiped right off for me, and that there was a black moldy sm on the waters surface near the drain in the steam room. This employee was as receptive as always, taking notes, when the manager stepped out from behind his cubicle to basically tell me that my feedback was inappropriate. For $10 to $20 a month they couldn't afford to fix everything that was wrong at thier facility and that my thoughts regarding potential solutions were unwanted. He basically told me to quit complaining. I found his comments to be very abrasive and inappropriate. He proceeded to go back to his cubicle and I shared with the building maintenance manager that if they didn't want my feedback why post signs asking for it, and that it would be the last time I would share my thoughts. I then said I was leaving. Just a few minutes later I received the following email from them. On Jul 16, 2015, at 9:43 AM, Paul D[redacted] wrote:Dear Mr. [redacted], Xperience Fitness Appleton, WI has received complaints regarding your inappropriate and unprofessional behavior toward our employees and facility. Please be advised, Xperience Fitness Appleton, WI reserves the right to cancel or revoke membership privileges as a result of a members inappropriate or unprofessional behavior in our business.It therefore follows that as a result of the complaints, this letter serves as notice that Xperience Fitness Appleton, WI is hereby invoking said right to revoke your membershpDesired Settlement: I no longer wish to use their facility, but made a lot of friends there. Please address the cleanliness of your facility for their sake.

Business

Response:

Thank you for making us aware of the complaint our former customer, [redacted] filed with your office. Our Appleton, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.

Review: In April of 2015, Xperience via ABC Financial Services changed the amount I authorized on a payment that I made online - I had made a monthly payment of $19.99 *2 plus the annual fee. My account was overdrawn and it took several attempts to speak with someone. I was told that the company could not refund my money but I would not have to make a payment until July 2015 and that would be a partial payment. I chose to cancel my account and was told in the same conversation that I had to write a letter and I received the address to send it to: with ABC Financial Services.

Since then I received calls in August/September stating that I needed to make payment. I told the woman I was speaking with that I had sent in a letter canceling my account and she said they never received it. I am already not happy with the customer service, not to mention the overdraw and now they have not received my letter. I said that I would send it again and I have with a '2nd Notice'. We verified the address and it was correct and the same address I had my first letter.

Now almost six months later, I have another person from Xperience - emailing me now - to say that I am going into collections and I can settle with an amount close to $300. I have sent an email explaining the same as above. I can only send another letter ( a copy of the same cancellation that I have sent twice, already).

By the way, I have not been to an Xperience or tried to use my membership since my account was hacked by this company in April 2015.Desired Settlement: I have done what was expected of me on more than one occasion. I expect the business to stop charging me as of July 2015. I overpaid due to their error in April 2015 and have not used nor do I have interest in using or returning as a member. I am an unsatisfied customer and want this to be done. I do not owe them any funds and I should not be in collections with this company.

Business

Response:

Re: [redacted] A [redacted] - [redacted]

I tried to get out of my membership over the phone but they wouldn't let me. They said I had to write them a letter cancelling my membership. I don't understand why I'm unable to cancel my membership over the phone when NOTHING is done on paper anymore. My membership was only $10/month and now they take at least $30/month. They've robbed me of hundreds of dollars because of this and I haven't used my membership In months. Unfortunately, their policy is probably "within the law" so they can get away with it legally. Stay away from Xperience fitness or read the fine print guys!

Review: I Have both Called and emailed Experience Fitness to cancel my Membership at the club because my Dr. is concerned with my health and doing to much or the wrong exerices for my health issues.I have desling with health issuss for over a year and they have been billing me every month. I need this yo be cancelled and I want to be refunded for the year.Desired Settlement: One year @ $19.95 per month. Total of $239.40

Business

Response:

Thank you for this opportunity to respond to [redacted]'s concern. To date we have never received an e-mail, phone call or any other type of communication from Ms. [redacted] indicating her intentions to cancel her membership. We were first notified by the letter we received from the Revdex.com of Wisconsin dated 2-7-2014. We have respectfully canceled Ms. [redacted]'s membership and there will be NO further charges to her account. Without any proof of her intentions to cancel her membership a year ago, we will have to decline a refund. If Ms. [redacted] can provide us proof of any e-mails she sent to our Support Center we will be more than happy to reevaluate our decision.

Review: I Was falsely misled when signing up for membership. I was told that was signing up on a promotion and the membership fee will be waived. I was later hit with a membership fee and some the next month.Desired Settlement: Membership fee reimbursement as well as penalty fees.

Business

Response:

From Ms. [redacted]'s communication it is unclear what fees she is referring too. Attached is signed copy of [redacted] and [redacted]'s membership agreement. Highlighted on the membership agreements are that we waived the "enrollment" fee and both members agreed to the Annual Fee on 1'-15-2014 by initialing off on it. If this doesn't solve Ms. [redacted]'s issue, please contact our XF Cares Team at ###-###-####.

Review: I, [redacted], visited the Xperience Fitness location on [redacted] today to cancel my gym membership. I had been a member at this location for a while, but decided to terminate patronage due to affordability issues. I was met by a female employee at the front desk. I explained to her my reason for being there, and she handed me a document titled "Cancellation Policies & Procedures." She kindly explained to me that in order to cancel my membership, I would need to fill out my information and send it in to "Xperience Fitness Support" via mail. My complaint is not with the lady working at the front desk (she was nice and quick); my complaint is the cancellation process. I drove to this physical Xperience location with my own gas, my own car and on my own time. What I expected to do was cancel the membership rite there and then; I presumed the employee would finalize my account on the front desk computer. What I did not expect was to be handed a document that I would have to fill out and send in to a corporate office on my own personal time, using my own personal paid postage to do so. This is a very big inconvenience not only me, but also for the hundreds of other Xperience patrons who attempt to cancel their memberships daily. I firmly believe that a business should do everything in their power to make their customer's experiences positive and effortless. This process is neither positive nor effortless- it is extremely disappointing and inconvenient.

One more thing- In the days it takes my letter to reach "Xperience Fitness Support," I will be charged. My membership wont even cancel when the document reaches this destination. Processing the letter to the correct department and correct specific individual may take several days, none of which I want my membership to continue. I will be billed for these days all the same. This could essentially result in me getting charged an additional month of gym membership fees. Once again, this also applies for the hundreds of thousands of other Xperience patrons who attempt to cancel membership. Depending on postage and processing speed, this could result in hundreds of thousands of additional months that Xperience Fitness gets to charge its consumers for. This is sickening to me; it seems though this is just a way for Xperience Fitness to rake in a few extra dollars.Desired Settlement: My desired outcome is that Xperience Fitness change their cancellation process completely. The current one is inconvenient and miserable. I want future patrons to be able to cancel their account in store, without "jumping through the hoop" of sending a letter with their own paid postage to a corporate office. The customer should never have to go the extra step, that is the business' job.

Thank you for reading my "problem" and "desired outcome", Revdex.com, I sincerely hope change comes to this.

-[redacted]

Business

Response:

following documentation is attached to this response: a signed membership agreement.

We are sorry Mr. [redacted] was frustrated with our cancellation policy. As you can see from his

membership agreement which was initialed and signed on 11/1/2012, he agreed to the month to month

program and the 30-day written cancellation policy.

The postmark date for Mr. [redacted]'s cancellation request was 8/16/2013 and the cancellation was

processed on 8/23/2013 with no further charges. His last payment was 8/1/2013.

Review: Beware of the Xperience Fitness (XP) business tactics. I was charged a total of $327.54 for personal training (PT) sessions that I never had! XP is not forthcoming with their tactics used to sign up members for personal training sessions. I signed up at XP last year then signed up for PT in late spring at the Hales Corners location. I spoke to [redacted] B., the assistant personal training manager (who has since been let go) who was nice yet a very smooth talker as he breezed over the PT. I was very clear and told him up front I had limited funds since I was in school for my master’s and could not do a lot of training sessions. [redacted] B. suggested a 6 or 12-week package. I agreed that may be feasible. He quickly asked me about my master’s then went back to PT. Make no mistake about it; he knew I could not do PT for a lot of sessions. He told me that would be no problem and I could just do the 6 or 12 sessions. He quickly began speaking about paying for 1 or 2 sessions at a time since I had limited funds, if that would help me. Then he was speaking almost non-stop and the next thing that happened was he had me sign the PT contract. As soon as I signed it, he quickly wanted to get me signed up for PT. At the conclusion of this conversation, I made it clear again that being in school for the master’s means I have limited funds and will only “check out” the PT for my limited sessions. [redacted] told me that would be no problem. He even sent me text messages with a special rate he gave and said that rate was “Just between you and me.” While meeting with my personal trainer, [redacted], I also told him I could not afford more than this handful of sessions. When time came to have my last session, I told him if it wasn’t for being in school, I would like to continue with my PT sessions. [redacted] told me he understands my situation and to sign up with him again when I can afford it. Not once did [redacted] or [redacted] B. ever make any mention to me along the lines of, “Hey, did you know you committed to 90 sessions, and even if you say you cannot afford it, you are still going to be billed anyway?” Never did anyone ever say anything like that to me! Especially since they all knew I could not afford a lot of PT sessions. They all knew what they were doing – they talk quickly and smoothly to get you to sign the PT contract, even when they KNOW you can’t afford 90 PT sessions that would cost around $4,000! They knew the whole time I could not afford $4,000 and 90 PT sessions and they still told me I could do what I can afford which would be the 6 or 12 sessions. This is outright unprofessional and unethical to conduct business like this!

I spoke to [redacted] at corporate and she said I committed to 90 sessions so these charges will be made. I told her I did not knowingly commit to 90 sessions. She basically threatened me twice in email and once on the phone and said she strongly suggests I do not dispute these charges because if I do, they will have to reinstate my membership until these payments are up to date.; meaning, until they get money for 90 sessions. I then spoke to the lead trainer, [redacted], and his voice started to get amped up and, talking quickly again and not allowing me to speak, accused me of trying to hustle XP by getting PT sessions at a reduced rate. I explained to him what [redacted] B. and I discussed and that he and [redacted] never once tried to tell me that I signed up for 90 sessions. [redacted] kept saying I was hustling XP and that I cannot expect to do business that way. Really?!?!? But he can conduct business for XP by accusing PT clients of hustling them, talking over them in a hyper voice? I also talked to [redacted], who did the same thing as [redacted] by talking over me quite quickly and not letting me speak. Finally, I was able to speak and asked [redacted] why he never felt forthcoming enough to remind me I committed to 90 PT sessions when I told him I could not afford more sessions. He only replied by talking quickly again saying I have a total of 90 sessions that would need to be fulfilled and I will continue to be billed. Very ethical of XP to conduct business like this!

[redacted] cancelled my membership for me which would subsequently cease further EFT payments from my checking account that would total the $4,000. She did say the total charges of $327.54 would not be refunded since I signed up for 90 sessions, but I only signed up for limited sessions since I could not afford any more than that. The $327.54 breakdown is as follows: $54.59 on 11/26/15; $54.59 on 1/28/16; $109.18 on 2/3/16; $109.18 on 2/9/16. The behavior of Xperience Fitness is irreprehensible, unprofessional, and very unethical to conduct business this way, by tricking unsuspecting personal training clients to 90 sessions when I made it clear I could only afford the 6 or 12 sessions. On top of all of this, I lost my job on 12/4/15 (I can provide proof of this in case they think I am lying) which means I have even more of a limited budget. I would like to please have the total charges of $327.54 refunded back to my checking account, since now I cannot afford to pay regular bills because they cheated me out of this money since they unethically stole this money from me.Desired Settlement: I believe Xperience Fitness has a responsibility to refund me for the $327.54 for personal training sessions I did not have. I believe this because Xperience Fitness at Hales Corners has conducted themselves in a questionable and unethical manner when signing up gym members for personal training sessions and making them commit to 90 sessions by tricking them. I am very disappointed with Xperience Fitness and just would like my $327.54 refunded to me for this to be settled. Thank you.

Business

Response:

Thank you for making us aware of the complaint our customer, [redacted] filed with your office. Our Hales Corners, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.

Review: I signed a contract that did not give hours of operation. I was told location would be open during my needs of service which they are not. I requested money back regarding. They denied.Desired Settlement: Refund

Business

Response:

Thank you for making us aware of the complaint our customer, [redacted] filed with your office. Our Greenfield, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.Mr. [redacted] is referring to our Kids Club hours for his child. Our Kids Club hours are posted in our club which Mr. [redacted] should have seen prior to signing his child up on a membership. Mr. [redacted] is a very good customer of ours so, Xperience Fitness will credit his membership account with (8) months of free membership dues and will cancel out the Kids Club membership.We trust that this matter has been amicably resolved, and we will consider this matter closed unless notified otherwise.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]

Review: Several complaint types: I belong to this fitness ctr in MN. I hadn't been going for a while because of health issues. When I started going again they said my acct was in collections - that I had 2 memberships and I hadn't cancelled the first one. I never cancelled the first one because I didn't know I had two. I have been working with someone named Diana and she hasn't been at all helpful, very unprofessional on the phone (even tho I wasn't very professional myself). I said that before they started collections they should have informed me what was going on - that I had two memberships since that would seem rather odd for the SAME person to have 2 memberships - dumb actually. So they took it upon themselves to send the account to collections but they still have been taking money out of my account. Diana mentioned on the phone that it was done May 2014 BUT in August 2014 they took the yearly "maintenance fee" out of my account - if it was in collections then why was that fee taken out?There was a miscommunication between me and them and I'm asking that since I hadn't gone for probably a year anyway, could they waive the amount I owe as if I had cancelled the contract and I do want to continue with my contract (current one so they say). It's a jumbled mess but I would like compensation. And with the way Diana has had just poor customer service skills it's making it even more difficult for me to even discuss it with her. I do understand there are two contracts but if they had communicated with me in the first place that wouldn't have happened.Desired Settlement: All I ask is the collections amount they say I owe be waived due to my not being able to go due to health issues and the miscommunication of them not telling me about the 2nd contract.

Business

Response:

Re: [redacted] - [redacted]

Review: I cancelled my membership on 5-1-2015. I mailed my letter to the corporate office and also requested them to stop the automatic withdrawal from my account. I asked my father to write my check for my june 2015 fees which he did and mailed to experience. His check has been cashed and yet they debited my account and continue to bill me as well.Desired Settlement: I would like my membership cancelled and the debited money returned. This has caused me several over draft fees and continues to do so

Business

Response:

Thank you for making us aware of the complaint our customer, [redacted] filed with your office. Our Vadnais Heights, MN location always strives for excellent customer service, and we appreciate the opportunity to respond.We have never received a cancellation letter from Mr. [redacted] but our billing company did receive a payment from him on 6-19-2015 since then, all payment have declined. Xperience Fitness is willing to cancel Mr. [redacted]'s membership and waive the past due balance on his account. We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: this company false advertise they told me they was going to wave a annul fee when I sign up and I paid 50 dollars 2 months ago and that is all they said I need then it was 20 dollars get started and I ask any hidden fees they said no the annul fee is once a year and you will not have to pay into 1 year from now then they charge me a annul fee 2 months later and the payments I was told is split into 2 payments so every 2 weeks they take about 12 dollars and that's 24 dollars instead of 20 a month then they charge the annul fee one week after a payment and it was suppose to be every 2 weeks for any payment then I try to contact corporate 2 months ago on something else and he never calls back its just a recording with no one ever calling back at the center they always say call corporate and when I do the guy name brad never calls back now I been trying to contact him for days and still no response I cant get any help with this issue so I turn to you guys at Revdex.com for help please help me they lied about the hidden fees and said they were going to wave the fee it was part of some kind of special they where havingDesired Settlement: I would like them to wave the annul fee like they promise from the beginning and a month of free for the hassle or meet half way

Business

Response:

Thank you for making us aware of the complaint that [redacted] filed with your office. Our company always strives for excellent customer service, and we appreciate the opportunity to respond.

Review: A few weeks ago I joined xperience fitness and I was told my membership came with a free personal training session. The day of I recieved a text message that says that I had orientation that day. I went and it was not a personal training session nor orientation but rather a hard sales pitch to join their personal training program. Caught up in it I decided to hear out the guy on prices of packages. He showed me the prices but then told me that he could tell I wasn't going to be spending that much with him today and he broke them up into by month. I pointed at the month deal thinking I, an extremely broke college student, would make the 270 dollar payment work for four sessions to jump start getting back into shape. He brought me over to a computer and explained what I was signing for but didn't show me the contract. A week later I decided to go back and look at the contract that was emailed to me after I had signed it and it turns out that not only had he not mentioned that I only had 3 days to cancel the contract but he had me signing up for recurring payments for 12 sessions instead of four. I sent an email and received no response and the online support machine and the people i've talked to have told me that there's nothing they can do. However, this man knew I couldn't afford this contract and he tricked me into signing it. This is outrageous. My whole xperience has been them trying to get me to spend more money and now I'm under a contract I was lied to about and I can't afford.Desired Settlement: I want a refund of the other three sessions of personal training I will not be using as I feel uncomfortable working with people that would trick someone into spending much more money than they know they can. In addition to the refund I would like all future payments to be stopped and the contract canceled.

Business

Response:

Thank you for making us aware of the complaint our customer, [redacted] filed with your office. Our [redacted] location always strives for excellent customer service, and we appreciate the opportunity to respond.

The customer service for this company is terrible. They are unable to help you at the club level and refer you to the corporate office for everything. From there if the members at the club level did something that makes it unable for the corporate office to resolve they are unwilling to help.
My specific issue was I had fraudulent activity on my credit card. This cancelled it for over 10 days where I could not update my information for billing. When I was made aware that I was getting charged a $19.50 service fee the club manager told me to call corporate and they would resolve the issue. At the time they updated my billing and charged me the full total. When I called corporate they told me they were unable to help me with this issue and I needed to call another outside business. The corporate representative told me had I not updated my billing information she would have been able to waive the service charge. I asked why the manager would take the payment if I could not get this payment waived once payment was processed. They told me the manager took the information because that's his job. The company does not have consistent information given to employees throughout the company and does not help you resolve the issue. If I have an account with them I should not have to go outside of their account to talk to another company.

I pay for personal training and have a contract. I want to put a hold on the contract. My reasons. No business of theirs. Xperience Fitness sent me a form so I can request a freeze if I send them a doctor's excuse or a proof of financial hardship.
So I am an inmate in the Xpereince Fitness machine. I pay them not the other way around. Disgusting customer service.

Review: I was just surprised by the attendance in the same place I bougth the service that now to cancel my contract I need to Mail a CERTIFIED mail letter requesting my cancellation to a office in Appleton which is unacceptable in my opinion!!!

I paid and i'm paying for the service and now can not cancel it at the same location just asking to be canceled? i'm not even asking for my money back which I should but to make my life complicated just to get more time so I keep paying more is unbelievable!!!

I spent $744.00 on agreement #[redacted] for 12 PT sessions and have done only 4 up to today. paid monthly $9,99 and a renew year of $39,00 without really benefit of that.Desired Settlement: I want to get my contract finished without making me to spend more money on that.

please, send me a cancellation and confirmation # to this contract.

I do not want to keep paying.

thank you,

Business

Response:

We are sorry for Mr. [redacted]'s frustration with our cancellation policy. As you can see from Mr. [redacted]'s

signed membership agreement, he did acknowledge that he understood and agreed to our cancellation

procedure.

Certified mail is NOT required, however we do suggest sending cancellation requests via certified mail so

that the member is able to track the request and so that there is proof of the request in the case that

the mail piece would be lost.

Mr. [redacted] sent his cancellation request via mail on 11/1/2013. His last payment for his membership was

11/2/2013 and there have been no further charges. All of Mr. [redacted]'s personal training sessions have

been completed and his cancellation has been confirmed.

Review: My son joined ABC Xperience Fitness... We used our credit card for the monthly charges. In April 2013 my son moved and we were told to go the the Blaine center to complete the cancelation forms. While there we were told that they would forward the form to their head office for completion. I did not watch my Visa bill and in July noticed that they were still billing me, so we went to the Blain center again and completed the cancelation form again and were told by the counter person that they would send it in to their head office for completing. Again a couple months went by and in December of 2013 I contacted the number on my Visa bill, talked to Alicia Bryant. She said she would look into the issue... Later in December I contacted the Blaine center and talked to [redacted]... Still no resolution, so I contacted my Visa and filed a complaint with Cardmember Services. They cancelled the future charges and refunded what they could, Dec., Nov., Oct., and Sept. 2013 fees. I feel that ABC Xperience still owes me from April 2013 to August 2013... at $10.71 per month, totalling $53.55. I just talked to Angie at their home office and she said that my account owes $91.00 and has been sent to collections. I would like this removed from my record and a refund of my two trips and several hours of my time trying to get this cleared up. I have researched this ABC Xperience company and their biggest complaint is trying to cancel an account with they...they continue to bill accounts even after receiving cancellations.Desired Settlement: refund/$100 for time trying to clear this up, and my collections removed.

Business

Response:

We apologize for Mr. [redacted]'s frustration regarding the cancellation of his personal training.

As Mr. [redacted] states, he signed for personal training on 7/30/2013. Per his contract, he

agreed to the down payment of $360.00 and three (3) additional payments of $240.00.

In addition, his contract states that lithe member is permitted to cancel this contract until

midnight of the third operating day after the date on which the member signs this contract."

Mr. [redacted] did not submit his cancellation until November 15, 2013.

Not only is this after the 3-day member's right to cancel, it was also after his last payment was

due to be drafted (10/29/2013). The final payment for personal training was declined and his

account is now past due.

Mr. [redacted] may contact [redacted] at ###-###-#### to clear up the past due amount.

Review: At the moment, the primary nature of this problem is split between a billing complaint and a contract issue.

Initially, the problem was purely contractual. Before exploring the facility in question I reviewed a copy of the contract presented online to potential members [redacted]ME). I made note of many of the billing requirements as my brother was only in the city of Blaine for a summer, so the two of us would only be able to use the facilities together for a few months. One thing that I noticed (under the section "notes", sub-section "annual maintenance fee") was that the online contract stated that an annual membership fee would only be charged 90 days after joining the club. I also noticed that further down the online form made reference to another physical side of the contract, leading me to believe that the contract was directly copied from the physical forms used on site, or at least would be similar.

On the 20th of June, my brother and I went to the gym to sign up for the gym, and meet with a trainer to discuss our options. Before showing us the contract, the trainer had me go through a training exercise which left me physically exhausted (and slightly sick due to the fact I was unaccustomed to it). While outlining the contract for us, I specifically stated to my brother (in front of the representative) that the online form had stipulated a 90 period before an annual fee was charged (and thus he likely wouldn't pay it if he properly canceled before then). The representative did not correct this. Later (in July) I learned that the contract at the gym differed from the online form in this aspect, and would charge on the 15th of July. However, as we were not corrected despite clearly stating we believed otherwise, the contract lacked a required "meeting of the minds", or an agreement of both parties on the terms being signed upon.

Therefore, when checking my billing in July I was surprised to find a charge of $41.78 in addition to the regular monthly charge. I attempted to contact Xperience Fitness about the matter, but was unable to make contact with a representative whenever I called. I did receive a recording describing the charge as a yearly fee, but I believed that due to the 90 day grace period outlined on the online contract, it was a mistake. Therefore, I contacted Wells Fargo and had my debit card charge challenged (informing Wells Fargo of the contract situation). I also was fed up with both the facilities and billing problems I was having, so decided to send in a letter (which I have verification arrived) on the 29th of July to request a cancellation as their policy.

After some time I was contacted by their billing agency by mail with a letter claiming I had failed to pay a monthly fee. The letter disguised the $41.78 I had challenged as two separate charges, one as a monthly charge (which I have records of paying) and the other as an unspecified charge to bring the total to $41.78. After some time I managed to finally contact both the billing company and xperience fitness, and we finally discovered the problem (in the contract understanding). Initially I had varied contacts within the company, but eventually I was connected with a [redacted]. The general theme of the contacts was an apology, but also a statement that there was no possible way they could refund that charge. At the same time, they also refused to cancel my membership due to the discrepancy, adding late fees and the prospect of further charges. During this time I recontacted Wells Fargo to update them to the situation.Desired Settlement: At this time I would ideally request that the charge of $41.78 be dropped and my membership cancelled. My reasoning is that one of the basic requirements of a contract was unmet (a "meeting of the minds", under state law) due to incorrect information provided by their representative when signing over a discrepancy between their form and the form I was referencing.

If this is not possible, I ask the membership at least be cancelled so as not to accumulate additional charges while the review process (between their billing agency and Wells Fargo) is ongoing. I then ask that Xperience fitness honor the decision of the review process (that is, if I am awarded the sum they will not continue to harass me for the fee) and I will honor it as well (and will pay the fee if I am ruled against).

Consumer

Response:

In regards to the complaint I had about Xperience Fitness, they never did contact me again after I inquired with them. They also never reached out to me after I contacted the Revdex.com. However, despite their unwillingness to contact me I was able to find out that they finally did terminate my membership as I requested.

Additionally, steps I took with my credit card company (and a full documentation of the event in the challenge I gave) seems to have prevented them from simply taking my money without contacting me.

At this time, I am no longer in a contract with them and have retained the challenged funds. I consider this matter closed, despite their lack of communication. However, I will keep records of my exchange (both with them and with the Revdex.com) in the event that they attempt to open the matter at a later date.

Thank you very much for your help,

Business

Response:

The following documents are attached to this response: A signed membership agreement and

membership account notes.

We are sorry Mr. [redacted] feels that the annual membership fee on his account was not charged

correctly. During his enrollment at our Blaine, MN club location on 6/18/2013, Mr. [redacted] agreed to,

in writing, the annual maintenance fee of $41.78 beginning on 7/15/2013 and on the same date of each

year thereafter.

This fee is charged to all members one time per year based on their date of enrollment. As a courtesy to

our members, there is also a sign posted in each club location with annual fee draft dates. The total

with tax is $41.78. Mr. [redacted] had been in contact with our billing representative several times, he

was also sent several copies of his signed membership agreement.

The first cancellation request we received was postmarked 7/29/2013. Due to Mr. [redacted] requesting

a chargeback with his financial institution, the cancellation could not be processed as his account

showed a past due balance amount. Supporting documentation had been sent to his bank to dispute

the chargeback and after review, the chargeback was closed in the favor of Xperience Fitness.

We apologize for any misunderstanding of the paperwork that was signed at the time of enrollment.

Mr. [redacted]'s cancellation request has been processed with no further charges to his account.