Xperience Fitness

Thank you for making us aware of the compliant our customer, [redacted] filed with your office.  Our [redacted] location always strives for excellent customer service, and we appreciate the opportunity to respond.After investigating this matter it looks like Ms. [redacted] did purchase...

and use several personal training sessions.  In January 2014 Ms. [redacted] purchased personal training sessions for our Annual Resolution Buster Weight Loss Challenge.  In June of 2014 she purchased sessions in conjunction with our Anniversary party and again in January 2015 to compete in our Annual Resolution Buster Weight Loss Challenge.  Xperience Fitness cannot explain why Ms. [redacted] continued to purchase and use personal training sessions with our business but, it is not in our culture to pressure anyone to continue to buy services from us.  Ms. [redacted] purchased a total of 218 personal training sessions and our records indicate she has use 90 personal training sessions with 128 remaining.  We are more than happy to reimburse Ms. [redacted] for the remaining unused personal training sessions, below is a breakdown of the refund.Total refund (128 unused personal training session) $6,402.85$3,552.00 a check will be mailed to her address on file.$1,104.00 returned to her Master Card on file$1,746.85 returned to her Visa Card on file.We truest that this matter has been amicably resolved, and we will consider this matter closed unless notified otherwise.In good health,

Thank you for making us aware of the complaint our customer, [redacted] filed with your office.  Our West Allis location always strives for excellent customer service, and we appreciate the opportunity to respond.All members agree while signing up for a membership at Xperience Fitness...

that they are responsible for their own lost or stolen items, not Xperience Fitness.  Though we are truly sorry that Ms. [redacted]'s coat and other belongings were taken from the locker room and we are unsure at this point if they were in a secured locker or not.  Regardless, we are truly sorry.Ms. [redacted]'s has used all but three personal training sessions that she purchased on 3-29-2015 and will have up until 5-21-2015 to use them.  Ms. [redacted] called her bank and requested a stop service on future personal training withdrawals in which the 4-10-2015 payment was not processed.  At the request of Ms. [redacted], we have deleted her recurring personal training agreement, canceled the membership and again, Ms. [redacted] has up until 5-21-2015 to use the three remaining personal training sessions with no further payments due. We trust that this matter has been amicably resolved, and we will consider this matter closed unless notified otherwise.

Re: [redacted]
We are launching our new Web Site the week of November 10, 2014.  It is our promise that we will put a disclaimer stating that our Woodbury, MN location does no longer offer the $9.99 + tax Basic Membership.  By no means was it Xperience Fitness's intention to miss lead Ms. [redacted] or the general public, it was just an over site on our part.  Our price point at our Woodbury, MN location changed recently and we do thank Ms. [redacted] for bring this to our attention.

Re: [redacted]Thank you for making us aware of the complaint our customer, [redacted] filed with your office.  Our Racine, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.Mr. [redacted] mentioned in his complaint letter...

that we did not contact him until his account was in debt for $80.00 dollars, which was false.  Xperience Fitness and our billing company attempted to contact Mr. [redacted] one day after his payment did not clear.  We attempted to contact Mr. [redacted] 28 times by phone and sent him 4 letters in the mail trying to fix the billing error on his account.  On 2/27/14 we talked to Mr. [redacted], two months after he joined and he mentioned that he did not have the money to for his membership but said he would go to our Racine, WI location the next day to "pay what he could" but failed to do so.  Mr. [redacted] signed a One Year Agreement with Xperience Fitness and has not lived up to his commitment.  In order to show good faith, Xperience Fitness will cancel his membership moving forward.  We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise.

Re: [redacted] - [redacted]
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.
Ms. [redacted] stated that the exercise...

program that Xperience Fitness created for her cause discomfort in her lower back and needed to cancel the Personal Training Agreement the she committed too.  As we have communicated from the beginning with [redacted], we need a Doctors letter stating and explaining her exercise limitations which would not allow for her to continue any type of an exercise program, and yet she has failed to do so.  If Ms. [redacted] can provide our Corporate Office with the information we have requested, we will reconsider a refund or a temporary "freeze" on her Personal Training account.  We will consider this matter closed unless notified otherwise.  
Mailing Address:

Re: [redacted]
Thank you for making us aware of the complaint our customer, [redacted] filed with your office.  Our Brookfield, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.
Attached is a letter from the Manager of our...

Personal Training Department at our Brookfield, WI location.  This letter clearly states that we made every attempt to reach out to Ms. [redacted] but, never had a return call from her even after she returned from a business trip.  Unfortunately we just never connected.  
Ms.[redacted] used 5 sessions of her personal training package that she purchased.  Our cost for those five session is $375.00.  We will refund Ms.[redacted] the balance of the unused sessions and cancel her membership.  The refund of $921.00 will take 10 to 15 business days.
We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise.

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

run around it seems she has been through.  We have canceled out [redacted]'s membership as well as her husband's and son's membership with no further dues payment coming from their account.  This is an isolated instance and again we apologize for that we hope in the future Mrs. [redacted] and family will rejion Xperience Fitness. We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise.

[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.]
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. 
Regards,
 
[redacted]

Re: [redacted] - [redacted]
We appreciate Mr. [redacted]'s additional input but our policy stands.  We are willing to "credit" $20.00 toward Mr. [redacted]'s monthly dues which will offset December dues completely and January dues will be reduced to $12.12.
We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise.

[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.]
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. 
Regards,
 
[redacted]

[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.]
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. 
Regards,
 
[redacted]

[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.]
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. 
Regards,
 
[redacted]

[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.]
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. 
Regards,
 
[redacted]

Thank you for making us aware of the compliant our customer, [redacted] filed with your office.  Our [redacted] location always strives for excellent Customer Service, and we appreciate the opportunity to respond. Xperience Fitness received Ms. [redacted]'s cancellation...

letter on 1-28-2015 which the letter had a postmark date of 1-26-2015 and we canceled the membership on 1-29-2015.  Ms. [redacted] membership dues are due on twenty ninth of each month which was the same day we canceled her membership.  Attached is a copy of Ms. [redacted]'s signed membership agreement along with a highlighted section explaining Xperience Fitness requires a 30-Day written notice to cancel a membership.  By following our policy, Ms. [redacted] would not be entitled to a refund.  Xperience Fitness is willing to refund $9.99 back to Ms. [redacted]   account on file this process normally takes 5-10 business days.We trust that complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise.

Terrible experience, same thing the guy talked really fast, it was at the end of the month and he was moving to a new club the next day, he took my information over the phone and signed me up and told me to come to the gym and he would leave a copy of the contract.
When I went in to the gym and asked for some papers left for me, they didn't know what I was talking about. It was supposed to have one session with a trainer, she spent the entire time rolling her eyes at me because I didn't exercise before and I'm considered obese. She found out my daughter is a personal trainer at the YMCA and spent the rest of the time trying to recruit my daughter. Now it is 4 months later and I canceled my membership only to find out that they charged me for an annual maintenance fee which was never explained and they charged for another month. I am beyond upset with them, never again! I can't give then no stars but that's what they deserve...

I have been going back and forth with my gym (Brookfield) on canceling my personal training and I haven’t attended a training session since August. That’s how long I’ve been dealing with this. I am still being charged for sessions I am not attending, after submitting freezes and cancelation forms. I am beyond frustrated and received no help from ABC Financial or my home gym. I need this resolved asap. I have been bumped around and told to call ABC Financial multiple times and each time they tell me to call my gym, who doesn’t help, and sends me to ABC Financial. Once I think its over, I get charged again. SO the cycle of phone calls, and no help continues. Since I have not used those sessions, and honestly with how this has been handled I do not want to, I need to receive a refund on those sessions. This is just ridiculous and I have tried canceling twice to no avail.

Constant harassment! Before you join, while your a member they harass you to buy personal training sessions and when you figure out why you don't want to renew after your memberships expires they call you again and again and again to renew. And the place is filthy!

At first I totally enjoyed going to xperience fitness. I felt at home at this gym and people made me feel comfortable. I was pressured into trying personal training sessions, which were great at first, but expensive. The further I got into my sessions, the less my trainer was helping me work towards my goals. We had some financial issues come up and I contacted them about putting my training sessions on hold. I contacted the manager, who contacted the personal training manager, when I heard nothing I contacted the personal training manager myself. I still heard nothing. at this point I hadn't heard from my trainer in weeks. I found out she had taken me off her schedule completely, for no reason and "forgot to contact" me about it,and to set up make up sessions. Now i've been charged for 2 months (4 sessions) of personal training sessions that haven't happened. Now I am trying to cancel my account, and have asked for the address to write my written statement, and have received no information from anyone I have attempted to contact, and, once again, I was charged today. The lack of communication, failure to work towards my goals, lack of care for gym members (except when signing up or buying something) and lack of follow through are reasons I have given this business a 1 star. I'd give a zero if I could at this point. All I want is a refund of the 4 sessions I never received (not counting the others that my trainer forgot, or missed and never rescheduled), but I can't get in contact with anyone, and when I call either no one answers or the people I need to talk to are not there. I'll be using a different gym.

Less than a month into my membership with Xperience I decided to cancel my membership and void my contract with my personal trainer. I emailed customer care and they emailed back stating my automatic renewal was removed but I had two payments left to finalize my term which expires 5/11/17. As for the personal trainer I was to contact my personal trainer reguarding cancellation. I talked with my personal trainer multiple times stating I wanted to void my contract and he stated I could not do so. I am receiving phone calls daily stating my payments are past due and now have been turned over to collections. I had to change my banking information as I do not want to be charged for personal training or the membership as I have spoke with them about voiding my contract.
Desired settlement: cancellation of my contract with the personal trainer as requested multiple times, and cancellation of my membership.

I have belonged at xperience since it was golds gym and I joined golds because it was a decent deal, well xperience won't let me cancel my membership like golds would, I understand a policy but when I signed up I signed up knowing all I had to do was come in and cancel but instead I must write a letter and wait for xperience to cancel it through their corporate office, no updates policies were ever given to me until my cancellation. Now they have the opportunity to charge me as much as they want and make it as inconvienient as possible to deter people from canceling.