Xperience Fitness

*** ***/***
The USPS Tracking letter doesn't have a deliverable address on it. If it hasn't been claimed yet, it was probably sent to the wrong P.OBox. We still haven't received a Doctors Letter from Ms*** stating her workout limitations, which we have now asked for multiple times. We will not dispute the "charge back" and Xperience Fitness will cancel Ms*** membership as of today, October 17th We trust that this complaint has been amicably resolved, and we consider this matter closed
Xperience Fitness

Thank you for making us aware of the complaint our customer, *** *** filed with your office. Our Appleton, WI location always strives for excellent customer service, and we appreciate the opportunity to respond. On January 22, we confirmed with Ms*** that her
membership has been canceled with no future payments due. When our business switched from Gold's Gym to Xperience Fitness (same ownership) we sent out a mass e-mail along with a mailing to all of our current members informing them of the change and offered to reduce their membership dues. Also, if members were on the old membership program/rates they just needed to ask any staff member how to change their dues. We are sorry that Ms*** did not take that initiative and or received our member e-mail or mailing. Again, moving forward Ms***'s membership is canceled. We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise

We require more information from Ms*** in order to respond to her complaint. We have a dozen *** ***'s in our Data Base and we are unsure which one is this *** ***. Ms*** needs to provide us with her Date of Birth along with her former address or phone
number. When we receive this information we will then respond to the complaint in a timely manner

Re: *** *** - *** Thank you for making us aware of the complaint our customer, *** *** filed with your office. Our Brookfield, WI location always strives for excellent customer service, and we appreciate the opportunity to respond. We contacted Ms*** on
9-11-we were unaware that she contacted our billing company (ABC Financial) to have her billing information removed from her account. Ms*** had and still has a past due balance with Xperience Fitness and a portion of that past due balance ($34.49) was pulled from her account prior to Xperience Fitness knowing she wanted her billing information removed. We refunded the $on 9-12-and Xperience Fitness will waive Ms***'s past due balance owed ($68.98) plus cancel her member A.S.A.P. We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise

Re: *** *** - ***Thank you for making us aware of the complaint our customer, *** *** filed with your office. Our Brookfield, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.We apologize to Ms*** for the billing complications she has experienced. Every member of Xperience Fitness pays an Annual Fee ($39) yearly, we always make are members aware of that during the sign up process. Since Ms*** contacted your office we have waived service and late fees on her and her sons account, change her membership agreement to our Basic Membership plan and waived months of dues on her son's membership and just waived months of dues on Ms***'s membership with her next bill date to be on 3-10-15 and her sons on 1-10-15. Per our membership agreement if the EFT or Billing information is not current there is an extra $per month charge for "statement" billing. If MsProst wishes to be charged $per month she will need to update her billing method at the Brookfield Xperience Fitness location.We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise

I have email confirmation that my membership has been canceled. I do not want to continue to use it until I think she said 11/20. My billing cycle was the 6th. So I dont mind paying from the 6th-10th. But I would like to get a refund bc I canceled my account and do not wish to go there. I want my money back. My kids hated the daycare and I could neber get a bench or use stuff I wanted. And pool was never cleaned. Please credit me back for this month as I did cancel my agreement

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.

Revdex.com:
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.
Although I did not read the agreement thoroughly at signing, I was aware of this stipulation before filing this complaint.  The issue at hand here is the sales practice of your staff.  I was up sold into the higher package (surely based on some additional incentive they receive for doing so) and when I verbally inquired about the ability to move back down I was at no point informed of this fee.  Additionally, I find the fee itself to be unreasonable; Moving your customers from one package to another should be nothing more than a brief customer service interaction with very little cost to your organization. 
Regards,
[redacted]

Revdex.com:
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 writing to inform you that I have still not received my reimbursement. Please advise how I should proceed. Thank you, [redacted]

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.
We apologize to Ms. Lewis for...

that lack of communication from our Hales Corners location and the major inconvenience that has been placed on her.  Xperience Fitness will refund $247.20 in personal training charges plus $156.00 in annual fee charges back to Ms. [redacted] card on file.  Both refunds will be credited to Ms. Lewis’s card on file within 3 to 7 business days.  Once again, we apologize for the lack of communication and any inconveniences that this might have caused.
Xperience Fitness - Hales Corners, WI

[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.  I don't agree with their comments on requesting a Dr's letter.  Never have they tried to contact me.  And in regards to the PO Box it is the one on their paperwork, so if it is wrong maybe they should update their paperwork. 
Regards,
 
[redacted]

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.After reviewing our notes in [redacted], at NO point did our Corporate...

Office deny Ms. [redacted]'s request to refund the NSF fees she occurred from our mistake.  We asked for her bank statements to verify that Xperience Fitness caused Ms. [redacted]'s account to overdraft and then sent out a reimbursement check for the NSF fees on 4-3-2015.  We apologize for the delayed reimbursement but everything has been refunded and Ms. [redacted]'s membership is active and has been ready to use.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]As stated in our previous letter:  In order to show good faith, Xperience Fitness will cancel Mr. [redacted]'s membership moving forward.  We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise.

Revdex.com:
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,
[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 complaint our customer, [redacted] filed with your office.  Our [redacted] location always strives for excellent customer service, and we appreciate the opportunity to respond.Attached are signed copies of Ms. [redacted]'s family memberships which...

clearly indicate their monthly billing for membership dues is on the 10th of each month and has been since time of enrollment.  We had asked Ms. [redacted] to provide any additional paper indicating otherwise and she failed to do so.  No refund will be approved at this time unless Ms. [redacted] can provide Xperience Fitness with valid paperwork indicating her bill date should have been on the 15th of the month instead of the 10th.We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise.

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 Hales Corners location always strives for excellent customer service, and we appreciate the opportunity to respond.We apologize to [redacted] as this is not the way...

Xperience Fitness handles customer service.  This personal training agreement should have never been entered into our system or charged.  Xperience Fitness mailed a check in the amount of $247.20 to the address on the Revdex.com of Wisconsin complaint form today, April 8th.  We again apologize to [redacted] for this rare mistake made on our end.