Xperience Fitness

Review: Having major billing issues. I downgraded my account during the Black Friday promo. Which would lower my rate to $9.99 per month from 19.99 I would be charged $1.00 handling fee & since my annual fee just came out it would remain on the October cycle.I stopped in because I was charged 20.98 on 11-30-2013 & was informed that they the 2 managers would handle & for the trouble I would receive 1 month free. Well it never was fixed and now getting worse. I have now spoken to the manager [redacted] on 1-15-2013 & he said he would email and call corporate. I called back to give him the dates & amounts, then was told he was in a meeting & I could speak to [redacted] the asst. mngr. He said he also would follow up with [redacted] corporate & call me back. Hadnt heard anything, called Thursday & Friday was told they were in meetings and would call me back. Still haven't heard anything & nothing on my account has changed. Also now my husbands account is being charged wrongly and we never changed anything of his.10-15-2013 $29.00 annual fee both memberships11-01-2013 $10.00 husbands mine $19.9xxx-xx-xxxx $20.98 ?12-01-2013 $19.99 mine husbands $10.0xxx-xx-xxxx $ 9.99 husbands correct fee $10.00 might be my new fee01-15-2014 $39.00 both accounts for another annual fee?Desired Settlement: Correct the fees to the 9.99 fee both memberships. I want the annual fee/rate to remain in October as agreed upon of $29.00. why $20.98 was taken so return that. And the wrong annual fees of $39.00 taken out of both memberships on 1-15-14 & return the $10.00 that was wrongly charged 12-2-13 . totaling $108.98. Sorry 107.98 taking the $1.00 owed for downgrading on the promo.I also want to know if I feel the need to ever cancel our memberships what type of nightmare will that be?

Business
Response:
Xperience Fitness's goal is to make sure that our customer's are satisfied.  Looking at both [redacted]'s account history (attached) [redacted]'s account has been billing at $10.00 per month since his date of enrollment and has been charged the Annual Fee once on October 15, 2013 for $29.00.  It appears that [redacted] re-enrolled on 11-30-2013 and her previous membership was not canceled out.  We will refund $19.99 dues from 12-1-13, $39.00 from 1-15-14 annual fee then set [redacted]'s annual fee back to $29.00 and billing on October 15th moving forward.  We apologize for this billing issue.

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.  When will the refund take place?

Review: I received a flyer in the mail stating that I could join for $10 so I got online and signed my fiancé up in the process while on the site I was offered 2 options one for $9.99 and another for $19.99. I chose the $9.99 option and immediately sent to a "Thank You" page after entering my information so I called the club and asked where my receipt was and they told me to set a appt to get my bar code at 5pm Saturday. When I did receive the "receipt" I was charged 9.99 for this month last month and there was a $52 sign up fee. I called back to inquire and cancel my membership and was told to pic up a cancellation notice and mail it or send it certified mail and then I was hung up on. This is false advertisement and I feel that this is very unprofessional I would like my money back immediately and I will never patronize this business again and I will tell others the sameDesired Settlement: Refund in FULL 78.98 immediately

Business
Response:
We apologize for any frustration that was caused to Mr. [redacted] from using our online enrollment process.  We will cancel the agreement for his fiancé and issue a refund back to the credit card we have on file. 

Review: In July 2013 I signed up for a gym membership at the Xperience in Brookfield, WI. I was informed that I would need to schedule what they made out to be a mandatory introductory meeting with one of their staff members which turned out to be a sales pitch for personal training. I was very hesitant in signing up because I was 19 at the time working a minimum wage job and would be going to school full time. I informed them that I was unsure about being able to afford the training, and the trainer informed me that we could work out a payment plan and I could cancel at anytime if I couldn't afford it. We came to the agreement that I would only be charged after the sessions I had paid for been used and I signed up for 6 sessions for the month of August and money was withdrawn on 8-2-13 . After those sessions had been used I signed up for another 4 for September and money was withdrawn on 8-30-13. This was also the case for October but I was having trouble scheduling with my trainer due to work and school. We had sessions scheduled but He cancelled them and informed me that he would no longer be my trainer. When October ended money another $240 was withdrawn 11-01-13 and when I contacted the gym and informed them of what happened they told me that I would have to send a cancellation request tot he corporate office in Appleton, WI and the money couldn't be refunded. I mailed the request on 11-14-13 and when I checked my bank account at the end of the month no money had been withdrawn so I assumed that the cancellation had gone through and I would no longer be charged. On 12-3-13 I received a notice stating that I had missed a payment and that I would need to pay $240 or deal with a collection agency. This struck me as odd, because all the other payments had been taken electronically and I thought I didn't have a personal trainer anymore. I tried to contact the billing office multiple times and left multiple voice messages but didn't get a reply until about 2 weeks later. I was then told it was too late to cancel and I would need to pay or face the consequences. I'm not trying to get any money out of this, I really enjoy working out at the establishment but I feel that they are very misleading when it comes to their personal training contracts.Desired Settlement: I would like for the charge to be dropped, seeing as how I was dropped by my trainer and had submitted what I was led to believe was the proper paper work. Also it didn't match the payment plan I had agreed upon when I signed up.

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 [redacted] to clear up the past due amount.

Review: I filed a complaint against an employee June 2013.GM cancelled my membership July 2013. The membership was re-activate Sept. 2013. GM will not call
I joined X in January 2013. At the end April 2013 it was brought to my attention that an office staff employee had a floor employee txt her everytime I went to the gym and everytime I talked to guys. I was preparing for a contest at the time and thought this was just juvenile behavior. I contacted the Fitness Manager with this information in June 2013. I left several messages for the GM prior to July 2013. I contacted the police in July 2013. The GM cancelled my membership in July 2013. ABC Financial did not withdraw any funds from my account in July and August. September 2013 they took out my fees. I contacted ABC and was advised that my account was re-activated. It has been over a month and neither the GM or the Fitness Manager have responded to my calls or text messages.Desired Settlement: I want my fee back for September and October. I want my file at Xperience deleted from the system so this employee cannot access my personal information. I made this request in July 2013, September 2013 and again in October 2013.

Business
Response:
We apologize for Ms. [redacted]'s frustration and we are unclear as to how her account was reactivated.
A refund for the September and October dues was requested on 10/10/2013 and released back to her
credit card ending in [redacted] on 10/11/2013 - please see attached account notes

Review: I signed up to receive personal training exercise classes through Xperience Fitness. The cost was about $200 weekly. At the time of the agreement, I was able to afford the price. Due to my health issues and upcoming medical procedures, I was not able to start the classes. I notified Xperience two days after the agreement. I was told I could not cancel my membership with Xperience. I explained my situation and the trainer did not care. I never started the classes but they continued taking the money out of my account. After several attempts to make an agreement with the trainer he finally agreed to put my account on hold until I was ready to do so. Last week Friday, I noticed Xperience Fitness took 1,400 out of my account without notifying me. my bank account is currently negative 400. I spoke with the trainer about this and he agreed to resolve this issue. I'm being charge bank fees. My rent and electricity bill have no been paid because I have no money. I receivedf a phone call from ABC Financial services that the money cannot be reimbursed. I'm tired of dealing with Xperience Fitness. The trainer has emials to prove that he put the account on hold. I get no answers from anyone.Desired Settlement: I need Xperience Fitness to refund the total amount of money and pay all the fees I'm being charge with my bank.

Business
Response:
Re: [redacted]
 
Thank you for making us aware of the complaint our customer, [redacted] filed with your office.  Our West Allis, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.
 
We are unsure why our billing company processed this payment and we apologize to Mr. [redacted] for the mistake they made.  On 4-19-2014 Xperience Fitness refunded Mr. [redacted] $1,404.00 which should already be back into his personal bank account.  If Mr. [redacted] had additional bank fees for this mistake he may fax his bank statements to [redacted]/Attention [redacted] and we will gladly reimbursed him for those fees.

Review: First off I got a phone call notification letting me know that my payment didn't go through for the month. I was ok with that because I wanted to cancel. But later I learned that because I had received a new card in the mail with a new number because of the new chip process I was charged a $19.95 fee for it not going through. With all the cards changing I wonder how much the company and ABC Financial are making off of this without giving a warning that the expression date or card change. I work for a cell phone company and we are required to do this. Next I have been extremely sick I haven't even been to the gym in over a year. I wanted to just cancel my membership come to find out I not only have to pay the amount that didn't go through now there are fees for it not going through and then I have to send a written response in to get it cancelled. For someone who works in a customer service industry and knows what its like to make it easy to do business this is one of the worst experiences I have had. I was not able to call in, go online or stop into the location to cancel my membership. In fact I question if the way that is set up is truly one that will protect gym members because honestly all I would need to cancel someones membership is their member id. No password no nothing. Along with that since it takes 30 days you get a whole month more in services from me when I am not even able to work out. I am not sure in this day how this is even a practice that is ok. I know it was my own fault for donating to your gym for the last many months. Mostly because I was holding out hope I would be able to use it. But come to find out how hard it is to do something so simple Im sorry but this is just not something I would expect from any company these days. This might be in the contract but it is just a way to scam people out of an extra month of service and it is not an easy way to do business especially when it comes to someone dealing with health issues. I should have been able to do something else to just get this taken care of.Desired Settlement: I would like a refund of the last three months for having to go out of my way just to get this taken car of. As well as for the company to change their policy or at least to make it possible for someone like myself to cancel in another way. Snail mail is seriously not acceptable. Im not filling this complaint that way.

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.

Online services requesting for the 10 day trial pass puts you through a loop of nothingness and customer service rep through the online chat is non-responsive providing no assistance and response. There is no such thing as a 10 day trial pass through Xperience. After filling out an online form to request for a 10 day pass, it notifies you that the location you want the pass from will contact you: THEY DON'T.
Then you'll receive an email to login to their support center online. You sign up and go in, but there is no pass to print off and there isn't a ticket option to submit requesting for a 10 day pass.
Even the customer service representative is ill informed. They thought you could print out a pass after filling out the form, but no. Get some [redacted] training.

Review: My son joined Xperience Fitness for the summer of 2013. He informed the people at the facility in early September that he was cancelling his membership. He filled out the required paperwork at the business. On October 1 we were charged for his monthly membership again. He went back into the facility and they said they had lost his cancellation paperwork, but would not take off the October monthly charge. He filled out the paperwork again. We were charged on October 15 for an annual renewal fee $39.99 and then were charged again for another month on November 1. When my son went into the facility again they would not reverse the charges and aid that when a person notifies them of cancellation, they can charge fees for another 60 days. Even if that is the case, they should not charge a $39.99 annual fee within that 60 day time-frame knowing that the person has cancelled their membership.Desired Settlement: I would at the very least like the $39.99 annual renewal fee returned, the other fees should be returned as well since it is poor customer relations to continue to charge customers for membership fees they cannot have any benefit from.

Business Response:
Re: [redacted]

Review: Last summer my college aged son returned for summer break. He asked the gym if they had any summer offers for college students who only live near this gym for 3 months. The salesman said yes. He would pay $20 a month and there would be no start up fees or annual dues and it would be a 3 month contract. My son signed up and at the end of the summer received a bill for approximately $150. He explained to the billing what his offer was and they said their company doesn't have that offer. The salesman lied at the gym to get my son to sign up. Billing said there was nothing they could do.
This past November my 18 year old daughter was visiting the gym with a friend who had a guest pass for her. Three visits a salesman tried to get her to sign up. She told him "No" 3 times because she was a college student and couldn't afford it. The 4th visit this same salesman said "What kind of insurance do you have?" She showed him her insurance card and he said "With that insurance it is only a $25 start up fee and then $1 a month" She had her friend with her the entire time who will testify to this. Sarenity said "I don't know, I don't have money to pay for a gym membership." and the friend said in front of the salesman "It's only a dollar a month, you can afford a dollar." The salesman was made aware of her lack of money multiple times and yet never told her of the annual dues and cancellation fees. He also wasn't able to give her a dollar a month billing because her insurance doesn't offer that. She ended up getting charged $29 a month. None of this was disclosed to my young daughter. We changed insurance companies in January so we had to quit the gym and that is when we discovered her insurance was NEVER covering the cost. She had incurred a $185 fee from the gym for 3 months service and on top of that they wanted to charge her $69 to cancel her contract. I have been in contact with both the gym and the billing department and they both say it's not their problem, there's nothing they can do. I want to see the sales people at Xperience Fitness, Blaine be held responsible for the lies they tell young college kids to get them to sign up for expensive gym memberships they cannot afford.Desired Settlement: I feel this is a fair settlement
$25 fee for signing up
$1 a month for three months (just like the salesman promised her)
$69 early cancellation fee
Total = $97

Business
Response:
We spoke with Ms. [redacted] on February 7th to inform her that we were going to cancel out her daughters membership and waive the past due balance she owed.  Both Ms. [redacted] and her daughter were happy with the end result.  We will consider this matter closed unless notified otherwise.  Thank you.

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: I called the club to put my membership on hold for the month of October. I also provided them with a new credit card, as I had replaced my old one, and the number was no longer valid. The person I spoke with said that it would be taken care of, and they'd see me in November. On October 16, 2013, I received an e-mail from ABC Financial (Xperience Fitness's billing company) that my payment for October's membership was denied, so I'd accumulated the $19.99 monthly fee, plus a $9.50 late fee and a $19.50 service charge, for a total of $48.99 due for a month that I was supposed to have placed on hold. I called ABC Financial and was told by them that I would need to speak with Xperience Fitness directly regarding the issue. I called Xperience Fitness's billing department, and was met by a very rude woman named [redacted], who informed me that no hold was ever placed on my account, and I'd just have to pay. I became concerned at this point, because I had given the person who put my membership on hold my credit card number, and I asked her where I could find out who had this information. She said that there were no notes about it, and that was all that could be done, and I'd need to pay. I asked her to speak to her supervisor to discuss the issue further, and find out what I could do to locate the person who had my credit card number, and was told that no supervisor was in that day, so I requested a call back from the supervisor the next day, and [redacted] said OK and hung up the phone. I did not receive a call from the supervisor the next day, but was unable to call because of work. I called 4 days later when I finally had a moment of free time, was again greeted by [redacted], and when I said I wanted to speak to a supervisor regarding the issue, [redacted] claimed she told me that I wouldn't get a call back. I reiterated our conversation to her, and she said that she hadn't put through the message to a supervisor, because "you're just looking for a different answer, and you're not going to get it." Since then, I've tried calling to speak to a supervisor at least once a week, and [redacted] has always answered the phone and refused to transfer a call. I finally told her that I would like to speak to a supervisor regarding her lack of service skills, and to make a complaint about her, and was told that it "would be noted on my account", and she hung up.Desired Settlement: I have already spoken to ABC Financial, who said they would waive the late fee and service charges, so I simply want my $19.99 membership dues for October to be taken care of, as that month was supposed to be on hold. I would also like to speak to the direct supervisor of [redacted], as her customer service skills were incredibly sub-par, and an adjustment clearly needs to be made.

Business Response:
The following documentation is attached to this response: account notes, invoice statement, freeze
request form and a signed membership agreement.
We are sorry for Ms. [redacted]'s frustration. There has not been a freeze request received for this
membership. As you can see, Xperience Fitness will process membership freezes for specific instances.
Had we received a freeze request from Ms. [redacted], it would have been submitted for review for a
'special exception.'
Ms. [redacted] was not able to provide proof of her freeze request nor was she able to provide the
information for the person whom her request was submitted to. Due to non-payment of dues, Ms.
[redacted]'s account has been returned for collections.
The past due balance must be paid in full to process a cancellation request. The total due is $69.47.

Review: Over the past few weeks I've run into several issues with Xperience in Brookfield.
1. The gym closed due to weather without notification. At least email your members and let them know you're closing early/opening late.
2. The gym was not open when it was supposed to be because the opener didn't show up for her shift.
3. The clock above the spin room has been incorrect for over a week and I've asked it to be fixed multiple times with no response.
4. I've had at least 4 instances since I started going to this gym (August 2015) with there not being toilet paper in the stalls during peak times (4pm).
5. This morning there was nobody at the front desk for a good 2 hours, causing one of their trainers to have to run all over the place trying to help everyone as he was the only person in the building.

Very poorly run, they treat their employees like garbage (I personally know a few of them) - it's all focused on SALES SALES SALES - how about focusing on customer service once in awhile? Maybe that would convince people to stay with your gym or work with your trainers. The ONLY reason I go here is because of the location, everything else is terrible.

Business
Response:
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.Xperience Fitness wants every member to have a great experience each and every time they use our facilities.  We apologize that Ms. [redacted] hasn't had the same positive experience that thousands of other member have had.  Our General Manager will be reaching out to Ms. [redacted] to cover her concerns about our business and to make sure that she has a better experience when visiting Xperience Fitness moving forward.We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise.

Review: XPF is refusing to cancel my membership, thereby creating additional days in which they can bill you as they take their time to cancel your membership at their leisure! Furthermore, when I signed up at the Green Bay location, the girl told me I could "call and cancel anytime!" here is a transcript of a recent conversation with their customer service via "live chat"
Department: Live Chat - Customer Care
Full Name: [redacted]
Email: [redacted]
Your Question: Your link for the membership cancellation form does not work. The adobe document is corrupted. Please email me the cancellation form I need to fill out asap ! thank you !
Staff: [redacted] J.
14:29 Your Question: Your link for the membership cancellation form does not work. The adobe document is corrupted. Please email me the cancellation form I need to fill out asap ! thank you !
14:29 Please wait, an operator will be with you shortly.
14:30 [redacted] J.: It's a great day to Xperience Fitness! How may I assist you?
14:30 You are now chatting with [redacted] J. (Member Services) - Live Chat - Customer Care
14:30 [redacted] J.: You don't need to fill out that form. You can write a short letter stating you wish to cancel your membership
14:30 [redacted]: Email me the form please
14:31 [redacted]: It's ridiculous that you can't just call to cancel or do it in person.
14:31 [redacted] J.: I'm sorry, but the only way I can send you that form is by giving you that link. I don't have a copy of it
14:31 [redacted]: Ok, what's the link?
14:32 [redacted] J.: All we need is the full name of each member, phone number, and club location
14:32[redacted] / 920-530-4600 / Green Bay WI
14:32 [redacted]: What link do you have? The one I'm looking at is broken
14:33 [redacted] J.: Yes, I need that information in a letter sent to our corporate office. I cannot accept a cancellation request via chat.
14:33 [redacted]: What is the link ?
14:33 [redacted] J.: http://verticalfitnessgroup.kayako.com/Knowledgebase/Article/View/1/0/membership...⇄ /> 14:34 [redacted] J.: That is the link to our cancellation policy the PDF file on that site is the only copy I have
14:34 [redacted]: That is where I'm at! The link is BROKEN to open the attachment! You need to get your IT people involved! This is the message I'm getting: Adobe Reader could not open 'cancellation policy newnew[1][1].pdf' because it is either not a supported file type or because the file has been damaged (for example, it was sent as an email attachment and wasn't correctly decoded).
14:35 [redacted]: That is where I'm at! The link is BROKEN to open the attachment! You need to get your IT people involved! This is the message I'm getting: Adobe Reader could not open 'cancellation policy newnew[1][1].pdf' because it is either not a supported file type or because the file has been damaged (for example, it was sent as an email attachment and wasn't correctly decoded).
14:38 [redacted] J.: Ok, and I apologize for your frustration, but we do not have an IT department in our office. That is why I'm giving you an alternate option. All you need to do is write a sentence and mail it to our address. I can even give you the fax number. Even if you fill out that form, you would need to mail it to us after you fill it out
14:38 [redacted]: What is the address for your corporate office?
14:39 [redacted] J.: [redacted]
14:39 [redacted]: What is the physical address, I'll just drop it off in person
14:40 [redacted] J.: It can be faxed or mailed to our PO box
14:41 [redacted]: I live in Appleton, I want to physically hand it to someone so I KNOW they have it and can't make any bt excuses for delaying the cancellation like most companies do. Again, what is the PHYSICAL ADDRESS please and thank you!
14:45 [redacted] J.: If you want to hand it to someone, you can give it to your club location, they send us mail a few times per month, but that process would take longer. That is why I'm suggesting that you mail it or fax it to us. You could send it certified mail, then you would have a confirmation number and we can track it online to make sure we receive it. After it is processed we do call you to confirm.
14:46 [redacted]: Wow... you really like to be difficult don't you?
14:46 [redacted] J.: I follow our company's policy
14:46 [redacted]: How about I just email this message string to myself and I'll let the Revdex.com handle the cancellation.
And then she disconnected on me!Desired Settlement: They need to be forced to allow telephone or in person cancellations as this is not fair to a consumer who is dissatisfied with their services.
Since I've had to take it to this level, in addition to cancelling my account I'd also like my last 2 months refunded! If they look at my records, I haven't even gone into their facilities since April due to how disgusting the locker rooms are!
Thank you !

Business Response:
To date we still haven't received a cancellation letter from Mr. [redacted] We gave him three simple ways to cancel his membership but he refused to do so.  Attached is our Cancellation Policies & Procedures letter that is located on our help desk website.  Please print letter and submit to the address on the sheet and we'll be more than happy to cancel your membership.

Review: I signed up at the new Greenfield location due to a direct mail promotion offering a $1 membership fee. When I spoke to someone about memberships, it was not made clear that I had to pick a specific level of membership to get the offer or that I could only take fitness classes with the premium level membership. I returned the next morning and was explained this by the person at the front desk. I was told that because it was less than 3 days since I signed up I would be able to upgrade with no fees AND would get the promotional offer discount. After not receiving the $59 I was told to call a specific phone number and talk to one of the employees. She told me that the only way that I could have gotten that offer is if I cancelled my membership first and then renewed to the premium level. Simply upgrading was not enough to get my money back (even though it's the same thing and no one told me I had to cancel first). I understand that the location is new and there is training that needs to occur, but if a customer is told by employees at the new location that if you upgrade in the 3 day window AND it is still within the promotional time period that I will get the promotional offer, the company needs to stand behind what was told to the customer.Desired Settlement: Please credit the $59 back to my card OR add the credit to my account to be used against future monthly payments

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.

Review: When signing up for my membership the sales rep informed me that I would get one free training session and if I chose not to do the additional ones they would not charge my account. I have since been charged 4 times at the rate of $65 each from my account I have yet to receive one training session. After the first charges hit my account I went in and cancelled I keep filling out the paperwork and they keep taking additional charges. Once again yesterday I was told they would not take the money from my account now my account is overdrawn I'm 18 years old trying to make it with school and paying my own bills this has set me back tremendously I'm trying to do the right thing and work with a company to get them to stop charging my account to no avail hard lesson to learn for being trustworthy I trusted that they would stick to their word and stop the payments and they have yet to do so. I was also willing to pay the first $65 that they charge and let them know that when I went and signed the paperwork I have tried many times to work out a deal with them and they always say things are going to be ok and they never are they still keep taking money from my account.Desired Settlement: My desired outcome would be that they stop charging my account and work out a deal that they can at least pay me half or some of the money back I would like to still stay a member there and pay my membership dues but only my monthly membership dues I cannot afford to keep paying $65 in overdraft in my account on a weekly basis I will have to cancel my membership if this is the case. When I went in to fill out my paperwork I felt like I was signing under duress and was being pressured into things that I was not equipped for

Business
Response:
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.

Review: I spoke with [redacted] from ABC Xperience Fitness 4/25/14 550pm and explained to her that Woodbury MN location told me to mail my cancelation letter to the address on the cancelation letter. She was going to call Woodbury and find out when they received the letter. I again explained to her that I was advised by them to mail it to the Wisconsin address on the letter. I mailed the letter prior to February and found that they still charged my Credit Card for the month of March, which they should not have. The charge I am disputing is $21.41 posted 3/29/2014. [redacted] mentioned she was going to be emailing Woodbury to find out when the Cancelation letter was received by them, so I requested she CC'd me on the email. She said that wasn't something she could do. I asked her why not and she said it was policy. I then asked her to email me the policy, she then said that was not something she could do. I told her if it wasn't something she could do then it is a lie.
Product_Or_Service: Gym Membership
Account_Number: [redacted]
Desired Settlement: DesiredSettlementID: Refund
$21.41 Credited back and the account closed.

Business
Response:
Re: [redacted]

The location on 27th and college has had the sauna out of order over a month now and wifi has not been working properly for the last couple of weeks,they have offered no compensation and when the problems are brought to their attention the employee's are rude and at time just blow you off. I'm not happy to pay for something I'm not getting and having rude employees treat you bad when asking about something I pay for.every member there should get something as compensation because we all pay our membership yet we not getting everything we pay for.

Review: I wanted to join Xperience Fitness Gym. I called in over the phone, and I was going to signup. The representative taking my call told me the amount I would have to pay, and I didn't want to pay it. So I never called back. 4 days later, they take $28 out of my bank account, unauthorized. I call HR and their headquarters, I spoke to people but they told me I'm bound under a contract. I never signed a contract, and if it was verbal I was never notified. I tried to get my money back, I called everyday and left many angry voice messages but my calls weren't returned. So I left it alone. As I stated before I didn't have a copy of the contract, nor were the terms and or agreements of the contract explained to me. I looked in my bank account March 3rd, and they took out $44. I went up to the gym and spoke to the representative that took the money out of my account unauthorized, and he said it was $19 for a late fee. A late fee which I was never informed of. 3 days ago, I called the gym to see if I could switch to the $10 membership. They told me it was $50 for a conversion between memberships, which I was never made aware of. I haven't signed any contract, and if it was verbal, I wasn't informed. I just want out of this membership because the terms were not explained to me ever, and they took money out of my account that I, [redacted], never authorized.Desired Settlement: I want out of the contract, and I want my money back.

Business

Response:

Thank you for making us aware of the complaint our customer, [redacted] S.[redacted] filed with your office. We are very sorry to learn of Ms. [redacted]'s experience at our Blaine location and after an investigation into this matter, Ms. [redacted] will receive a refund of $72.37. There will be two separate refunds the first will be the monthly dues of $44.49 and the second will be the down payment of $27.88 which Ms. [redacted] will receive in 7 to 10 Business days. Once again, we are sorry for the delay

Consumer

Response:

Review: I joined Xperience Fitness in November, 2013. I paid a monthly membership fee of $19.99, and a yearly maintenance fee of $39.99. I also paid over $300.00 for a personal trainer. I became ill about three (3) weeks later. I experienced complications from my asthma caused by a severe upper respiratory infection, so I was unable to participate in the program with the personal trainer. The club took my checking account number and was billing that account. However, under doctor's orders ---I have a letter from my physician--that I am to stop the training until further notice. I went down to the club, and talked to [redacted], and he said there would be a fee to cancel, and I would not be reimbursed for the money for the personal trainer. Meanwhile, I cancelled my checking account so they would stop billing me for services they did not render. Then I spoke by phone several times with [redacted] from the corporate end of Xperience Fitness in regards to the late fees. He said he could only take away part of the late fees, and can not cancel nor reimburse for personal training. He referred me to [redacted], I left her several voice mails, and she has not returned any of them. I tried to contact [redacted] again, and he will not return my phone calls.

Xperience Fitness continues to bill my cancelled checking account, and have threatened me with late fees and collection notices.Desired Settlement: I would like a full refund of $300.00 for the unused personal training, and removal of late fees and delete membership fees for Feb., March, and April. I would like to be reimbursed the $39.99 maintenance fee as I did not use the club for a very long time. I would like my membership totally cancelled because of my illness. I can and will produce a medical excuse if called for.

Business

Response:

Re: [redacted]

Review: I signed up for a personal trainer at the Hales Corners Location on July 16, 2014. I could not read the small print due to not having my glasses on. The Manager [redacted], told me that the small print said that as long as I followed all that they wanted me to do I would accomplish the goal they had set for me. They asked if I had any health issues and I did tell them that I have arthritis in my spine and lower back pain. The exercises that they had me do further hurt my back. I went to my doctor and explained what was happening and she said that she felt that the exercises for me were undoable for the condition my back was in. I let the trainer know that I was quitting due to my Doctor's advice. He did not respond to me at all. I wrote a letter to the corporate office as stated in the form I signed. As I read the letter with the help of a magnifying glass, I noticed that it said no refunds. Now the manager never brought that part up or I would not have signed up for so long knowing my back was bothering me. They in no way changed the training around for me as I complained to the trainer that I was having back pain and unable to do normal activities the next day. I went for 5 weeks (two times a week) which at the $48.00 a session they charged me comes to $480.00 that I owe. I sent a letter to the company on Sept 4 explaining the situation. I sent it certified mail and as of today 9/14/2014 they have yet to accept my letter. I want to get this resolved and feel that they should give me the remaining balance back to me.Desired Settlement: I would like the remainder of the contract refunded back to me of $1855. I feel this is fair seeing as how I am not participating in the program, and that they did not take my back in to condition when they created the workouts for me,

Business Response:
Re: [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:

Consumer Response:

Review: I have been a member here for 9 years now and have been harassed by the employees on more than one occasion, but this time they have taken it too far. They have a scan card that you use to check in when you walk into the gym and if you don't then there is usually someone at the front desk that will type your name in for you and then you can go workout. Well now I walked in and the general manager was at the desk and he said I needed a scan card to workout, I thought he was joking and asked him to type my name in and he said it's listed in my contract. I've known him the whole 9 years I've been going there so he knows I'm a member and that I've always paid my membership on time. Well he said he would show me the contract and I said fine, the contract only says must provide proof of membership and nothing about a scan card. I told him my membership is listed in the computer because it is and he said I still need the card and had to pay $5, even though it doesn't state I need a card. He refused to type my name in even though he wasn't doing anything else and neither was the front desk person. He told me I had to pay the $5 or leave. I said I already have my membership paid for through November and that he can't tell me I can't workout in a gym I'm paying for. He said yes he can, even though it doesn't state I need a card. I told him since I'm not a member then I want my money back and he refused to give it back to me. I told him I must be a member then if he's keeping my money and he said to leave or pay the $5. I pay $25/month plus an annual fee of $29, which is over $350/year and I have paid this for 9 years, I haven't had my scan card in years because it's cheap plastic and falls off your key chain. I said I should get a free one with my annual yearly fee and he said no. Eventually I got him to print out my contract and I used that as my proof to go workout. He then said don't forget it or he won't let me in. He was completely rude about everything and this is their General Manager.Desired Settlement: I want an actual contract that states I need the scan card or a free replacement card included in my annual fees. Or I want my money back if they won't let me workout there even though I paid.

Business

Response:

We are sorry for Mr. [redacted]'s frustration with being required to provide proof of membership when

he would like to use the facility.

Per Mr. [redacted]'s membership agreement, the member is required to show proof of membership. All

Xperience Fitness members are provided a key tag at the time of joining, which is used to 'scan' in and

identify members each time they use one of our facilities.

We have no record of 'harassment' as alleged by Mr. [redacted]. He has been approached and

contacted several times in regards to his account falling past due.

On 10/30/2013 Mr. [redacted] advised club staff that he would be using his printed copy of his

membership agreement to show as proof. We have mailed Mr. [redacted] a new key tag card at no

charge as a onetime courtesy.

As advised by club staff, replacement key tags are $5.00 and are not included in the annual maintenance

fee.