Xperience Fitness

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.

Review: I signed up to use Xperience Fitness in Vadnais Heights, MN and then was talked into a fitness program. I believed I was getting the Fit6 program (weight loss and supplements) along with a training program, but was, at best, misled. All I was receiving was a training program. I only attended the gym 2 times and the training program once. I cancelled my membership as per their stipulations/agreement (to write a letter to headquarters informing them of my intent to cancel). I wrote a letter in March and another one in April. I continued to have funds drawn from my account even AFTER the 30 day notice period had expired. I made several phone calls and left messages. I did not receive a return call on any of my inquiries. I sent an email and did not receive a response. I closed my checking account because of this issue to which I finally received a response from the company informing me that I had insufficient funds in my account to pay my bill. I responded to this email via email informing them that I have been attempting to close this account since March. They finally processed the closure of this account yesterday.Desired Settlement: I would like a refund of the amount taken from my account that was beyond the 30 day notice period. The unauthorized withdrawal amount is: $762.80. This includes 2 months of club charges at $21.40/mo and 4 charges of $180.00 for training. Please note that this is not the full amount that was drawn from my account for services not rendered, only the amount that was taken beyond the 30 day notice as per Xperience's agreement.
Thank you

Business
Response:
[redacted]

Review: I wrote a letter to the address specified in my contract to cancel my monthly subscription, as directed. Charges are still appearing on my banking statements.Desired Settlement: Cancel my membership and refund for charges made after my cancellation.

Business
Response:
Re: [redacted]

Review: I cancelled my membership. Shortly after, I had to replace my debit card. Because I was not under a termed contract, I didn't think anything about it. I'm now getting calls stating if I don't settle they are going to send me to collections. This is not acceptable, as I shouldn't owe for a membership I was not under contract to keep.Desired Settlement: I would like this account to be closed, as it should have been months ago, with no money owed since I don't owe them anything. That account should have been closed a year ago.

Business

Response:

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

Review: When I initially signed up I was sold into the "Value Plus" membership. I figured I would give it a shot and see if I would take advantage of any of the perks that came along with said package. Earlier today I called to update my credit card and decided I would change my package as well being that I had not utilized the perks of the Value Plus membership even once over the past 90 days. I was informed at that time that I would be charged a $20 "buy down" fee if I wanted to make that change which I find to be ridiculous. When I signed up I was not made aware that by testing the waters on the Value Plus package that I would later incur a $20 fee if I decided to change packages. I asked the office manager if the fee was able to be waived, and she informed me that she did not wish to waste her time arguing over $20.Desired Settlement: I would like a refund of the $20 "buy down" fee that was recently assessed to my credit card.

Business
Response:
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.
Attached is a copy of Mr. [redacted] signed membership agreement.  We allow members to change their membership type for free up to 30 days of enrollment.  We understand that members might want to upgrade or downgrade their members, which is why we give our members a 30-day grace period.  After the first 30-days we have a $20.00 membership change fee which is highlighted on Mr. [redacted]'s membership agreement.  In the past our change fee was $59.00 but we charged Mr. [redacted] the "new" change fee of $20.00.  We understand that sometimes people don't read their membership agreement and in this case if it was, we don't think Mr. [redacted] would have filed a complaint. 
We trust that this complaint has been amicably resolved, and 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.
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]

Business
Response:
Re: [redacted]

Review: In Janurary of 2014 I signed up for personal training through [redacted], the old personal training maneger. When I initially signed up he said he would sign me up for a couple months( till July to be exact) and when I met my goal he would put in a medical form to cancel my contact. My goal was to pass my Army Fitness Test which I had to take in July 2014. The only reason I signed up for it was because to my knowlage he would cancel it for me if I passed. A couple weeks later he was fired from that company and I was told by [redacted] the PT manager now that they could not follow through with what he had told me. In turn I had my payments and sessions cut in half and eventually froze for 6 months due to changes in income ( financial hardship). When [redacted] from corporate called me to inform me about my freeze she told me that when I call back in September if I still could not afford it that they would go ahead and cancel the pt contract. When I called this month they said in that I needed to go through [redacted] at the Woodbury location to cancel it. When I called [redacted] she said I can just come in and get the form to fill out. The form eneded up being another account freeze form. When I went into the gym the next day( sept 16th) with the form filled out I talked to [redacted] who then informed me that the freeze form did not go to her but when to corprate. When I informed her that [redacted] from corporate told me to go through her she then sent out and email to someone. On the 18th I called the corporate office to make sure no money was going to come out so I wouldn't have to worry about going negative in my bank account. [redacted]'s assistant then informed me that [redacted] had put a 2 month freeze on my account and she would ask the financial woman about the charge and call me back. I had not received a call back and 2 days later $110 was charged on my bank accout. When I called both [redacted] and [redacted] to acquire about the charge I left messages to call me back and 4 days later still no call. The $110 did get refunded to my account as of 9/25 1130 pm. At this point in time My Husband and I want to cancel our familys membership because to the trouble we have been having with most of the staff there and there additudes towards their customers. I have also been told that I am unable to cancel my membership without my PT being up to date. Which if I can't afford a membership how can I afford to finish paying off my PT sessions?Desired Settlement: What I would like to come out of this would be the cancelation of my PT, due to the fact that I have met my goal along with I can no longer financially afford it. Along with the cancelation of my husbands, our sons and my membership.

Business
Response:
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.

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 joined Xperience Fitness in late November for the classes in the swimming pool only. I was told more classes - than the two offered at the time in the evenings —would be added in the future. This never happened. The instructor was good, but generally late on Monday evenings. The pool was not clean, and the parking situation was the last straw. I drove around for at least 15 minutes every Monday and Weds evening to find a parking space and there was nothing. I cancelled my membership on January 23rd, which Xperience does acknowledge. However, they will not refund the $39.00 annual maintence fee. They also have charged my credit card another $19.99 on January 29 for February membership fees! After I cancelled my membership on January 23! Desired Settlement: I would like Xperience to refund the $19.99 fee for February since I cancelled my membership on 1/23 and can no longer use the club. And then I would like them to also refund the $39.00 for the yearly maintence fees since I will not be using the club in 2014 at all. In total I would like a $58.99 credit to my credit card.

Business
Response:
Re: [redacted]

Review: I signed up in July of 2013 with a rep that no longer works at the location. In October the annual fee's were taken out of my account. I will say that the rep did explain that there would be annual fees but did not go into detail of when and I assumed being annual it would be annual. When I called the location that asked if I had my contract and I told them yes. They told me that I would find the date of the annual fees being taken out as they write them in a little box where it explains the fees. My contract is blank. I was also asked who signed me up. My contract is not signed by the rep who signed me up. They said that they were sorry as that is not usually the way the reps do business. I have sent out my cancellation letter to the Appleton office and I am hoping that things will go well. I do have to say that when you call in and when you contact the gym they DO SAY TO SEND CERTIFIED MAIL so that both parties know it was received. I am cancelling due to having health issues.Desired Settlement: Refund of annual fees or at least half of the annual fees being it was both parties fault. Please not that we have not used our membership 1x.

Business
Response:

We are sorry to hear Ms. [redacted] was not able to utilize her membership. Her request to cancel her
membership has been received and processed with no further charges and no further payments due.
A refund of $41.78 for the annual fee has been requested and will post to her checking account within 7-
10 business days.

Consumer
Response:

Review: I have a few complaints to file against Xperience fitness. The first is the poor customer service and their failure to return my calls. Second, is the misrepresentation of a product I purchased. Next is a failure to honor a contract regarding personal training sessions. Last, and most important is the company made an unauthorized charge to a credit card.
After working with my trainer, [redacted], for about one year, he was let go unexpectedly. Throughout the year I worked with [redacted], and the numerous training packages I bought at Xperience, it was never explained to me (by [redacted] or the manager who sold me the training packages) that I was purchasing training sessions in general to work with any trainer. It was made to seem like I would only be working with [redacted]-that if he happened to go home sick and had to cancel last minute, a replacement trainer would be provided.
Not only were the training sessions I purchased misrepresented to me via management, but the contract I signed was also breached several times by Xpereince. [redacted] had canceled on me last minute several times over the past few months and no replacement trainer was provided for me.
After I found out that [redacted] was no longer working at Xperience, I spoke with a manager, [redacted]?, at the Brookfield location on 7/9 and asked for a refund on the training sessions I had already purchased. She suggested I set up with another trainer, but I explained that I only purchased the sessions to continue with [redacted] and now that he is no longer working there, I would like a refund. She explained that only the home office deals with refunds and gave me their information.
I spoke with [redacted] at the home office the next day (7/10) and explained my situation. She mentioned that I had purchased the sessions only and not the sessions with that specific trainer (which as I stated before was news to me)—but she would see what she could do. She would have to contact someone else about it.
That was the only time I spoke with [redacted] about this situation, and have tried several times to contact her since. No one seems to be returning my phone calls. It almost feels as if they are screening my phone calls. When I called from a different number, an employee actually, FINALLY answered the phone. When I asked to speak with [redacted] and gave my name- I was sent to her voicemail.
Here’s a list of calls from my phone log. Not only had I placed all these calls in attempt to get a hold of someone, I also stopped in at the gym and left messages for [redacted], which were also unanswered.
7/8 Speak with manager [redacted] in regards to a refund, she tells me to call home office
7/9 contact [redacted] at home office. She tells me that she will look into this to see what she can do.
7/9 later in day, I get missed call from [redacted] at Brookfield location calling to set up appt
7/10 missed call from [redacted], I call back and he is busy. I leave message to call me back, but he does not return my call
7/10 after trying to speak with [redacted], I call home office. My call is answered, and I am then transferred to [redacted]s voicemail and leave a message asking for a return call
7/11 I call home office several times throughout the day and no one answers
7/14 I call home office, no one answers, I leave a message asking for a return call
7/14 I call Brookfield location and ask to speak with a manager, told they will call me back.
7/15 I call home office, no answer
7/16 Manager [redacted] calls and leaves a message for me to call her back. When I do, she is busy, I give a message for her to call back and she does not.
7/16 I call home office, no answer
7/18 I call home office, no one answers, I leave a message asking for a return call
7/21 I call home office, no one answers, I leave a message asking for a return call
7/21 I call Brookfield location and ask to speak with a manager, my information is taken but my call is never returned.
7/22 I call home office, no one answers, I leave a message asking for a return call
7/23 I call home office, no one answers, I leave a message asking for a return call
7/24 I call home office, no one answers, I leave a message asking for a return call
7/24 I call Brookfield location and ask to speak with a manager. Worker spoke with manager and reported back to me that [redacted] is busy, but [redacted] and [redacted] have been emailing back and forth about my case and that “they are working on it”
7/25 I call the home office, no one answers
Today, 7/28 I checked my accounts and found that Xperience charged more training sessions to a card that I did not authorize. This is a very serious matter, in which I will go to my bank and possibly the police if needed. When I called the Brookfield location to speak to a manager, I was told that there was no one available and to try calling tomorrow morning. I left a message with the Brookfield office to call me as soon as possible. I also called the home office and left a message on the voicemail that I’ve come to know so well.
It is completely unacceptable that Xperience is not returning my calls. This has been going on for almost a month now and is getting rather ridiculous. The managers and staff at the home office have been completely unprofessional in the way they are handling my request. I have no desire to work with another trainer and am considering canceling my membership because of how I am being treated.
I have spent thousands of dollars at Xperience and have had several friends join the chain as well. I am completely unsatisfied with the service at Xperience and the way I am being treated. I need to be refunded the full amount for the 95 training sessions that I have not used.Desired Settlement: I need to be refunded the full amount for the 95 training sessions that I have not used.

Business
Response:
Re: [redacted]

Review: I joined Xperience Fitness for the affordable price and the variety of group fitness classes that they offered. I was told that I would receive a free orientation to the gym, where a trainer would show me how to use the equipment, sign up for group fitness classes, the online meal planning system and more. After the trainer I was assigned to cancelled the first meeting via text message, we finally met for my orientation, which turned out to be an extremely pushy 1-hour sales pitch for their overpriced personal training services. He bashed the gym's group fitness classes, and basically told me that I wouldn't accomplish anything unless I paid for their additional personal training services. He went as far as to criticize my weight, my lifestyle and my form during every single exercise, making me feel extremely uncomfortable ever returning to that gym environment. When I called the company to complain and request a refund for the membership, they informed me that according to the contract (which I never received a copy of), that I had to cancel within three business days to receive a refund. If the original orientation meeting wouldn't have been cancelled by the staff member, I would have cancelled within 3 days, but unfortunately I was one day too late... and they refused to even give a partial refund. Horrible customer service all around, from the initial vague sale of the membership, to the inappropriate and offensive trainer, to the customer service rep on their 'customer care' hotline.Desired Settlement: I would like a refund for the entire initial membership cost ($73.89) or at minimum, a 50% refund and an apology for their poor service.

Business
Response:
Thank you for making us aware of the complaint[redacted] filed with your office. Xperience Fitness always strives for excellent customer service, and we appreciate the opportunity to respond.
 
We apologize for the way Ms. [redacted] was treated through the orientation process.  This practice is NOT the standard for our company but, an unfortunate isolated instance, again we apologize.  We are more than happy to refund Ms. [redacted] the $73.89 she paid at time of enrollment.  We will refund Ms. [redacted]'s credit card that we have on file and it should only take 3 to 5 business days to be credited back.  We trust that this matter has been amicably resolved, and we will consider this matter closed unless notified otherwise.

Review: I had sent a notice to cancel 2 gym memberships ($10 each, monthly) in January 2013. I had received a hob transfer to another part of the state and could no longer attende the gym, so I sent a notice, requesting cancellation to the address given to me by the gym at the time. I thought the matter was resolved (I do not reconcile the credit card statements as our home finances are handled by my partner). Recently, I saw a report on the local news (TMJ4) that Xperience Fitness had a number of customers throughout the state that had attempted to cancel gym memberships that were not processed. I reviewed my credit card statements and saw that the charges were still being billed to my account. I contacted the billing department at ABC Xperience Fitness and they refused to do anything more than refund my current month and cancel the memberships effective 02/05/2014. I informed them that I would proceed to file a complaint with the Revdex.com and they still refused to do anything further.
Also, there was a different address on the original account as I have moved since. The telephone number and email address remain the same.Desired Settlement: As I had sent my letter requesting cancellation with a 30 day notice in January 2013, I would like a refund of the 2 memberships beginning March 2103, totalling $220. This would include fees for March 2013 through January 2014, as the gym has already refunded February 2014.

Business
Response:
Typically we can verify a member's intent to cancel through our "Notes" section in our Data Base which is formed by an e-mail or phone call/s from members.  Mr. [redacted]'s first contacted us on 2-6-2014 we have never received a cancellation letter from him nor have we ever had any correspondences with him until 2-6-2014 matter of fact we contacted Mr. [redacted] on 5-6-2013 and left a message on his answering machine and if indeed there was intent to cancel the memberships, we should have received a call back at that time then we would have recorded into our Data Base.  Again, we have never received, until 2-6-2014 that Mr. [redacted] had intentions to cancel his membership/s.  Refund denied.  We have canceled out both memberships.  (see attachment for ABC/CLUB Notes)

Review: Since June 2013 I have been trying to cancel my gym member ship I wrote the letter of cancellation and sent it to the address given [redacted]. On July 17, 2013 I received and over draft fee from my bank ($30) and in addition to, a $9.50 for late fee and $19.50 service fee from the gym. I contacted [redacted] a member service person @ [redacted], who informed me that they never received the cancellation on July 24th. The Gym them again sent in for the $9.50 late fee and again gave me another $30 NSF. For July I am looking @ $60 NSF from my bank and $29 in fees from the gym.
On August 3rd, 2013 the money was taken from my account for the July fees. I contacted [redacted] a member service person @ [redacted] again and inquired that the fees have been paid and the account should be canceled. I did not hear back from this associate. On August 11th, 2013 I e-mail [redacted] a member service person @ [redacted] stating that I have not heard from him regarding this account please advise.
On August 12th, 2013 [redacted] a member service person @ [redacted] emailed back “I’m sorry but we did process the cancellation notice and your membership will be cancelled on 9/11/2016 with no further dues. I confirmed back that the account that was being drawn off of was closed and that they will not be attempting to draw fees (8/12/13)/
August 13th, 2013 [redacted] a member service person @ [redacted] confirmed back that I can still use the gym till that date but no further dues will be charges. I contacted the gym and my account is NOT active and has been cancelled, but I am still getting charged.
August 21st, 2013 I received an email from the club of NSF for again. 8/22/13 contacted [redacted] a member service person @ [redacted] and he directed me to call ABC financial. I contacted them and the story was different. What [redacted] a member service person @ [redacted] stated and the ABC financial was different. ABC stated a 60 day notice, [redacted] a member service person @ [redacted] stated 30 day. [redacted] a member service person @ [redacted] also stated that no more dues would be taken, ABC stated differently. Contacted the gym directley 8/23/13 and was transfer to their billing, left a message and haven't heard back.
8/26/2013 [redacted] a member service person @ [redacted] emailed me that the payment keeps coming back NSF so because of that you are still responsible for August dues and right now the total is $48.99.
As you can see I have tried to take of this matter for some time now. I have even dealt with the same person to avoid confusion in this process and have gotten nowhere.Desired Settlement: I am looking to get the NSF fees from my bank refunded totalling $90 (July 30+30 & August 30), in addition to the late fee of $9.50 and service fee of $19.50 for July AND no money owed for August with ALL fees dropped. Totalling $119.00 In addition to my membership [redacted]7 CANCELLED...

Business
Response:

The following documents are attached to this response: A signed membership agreement, account
notes, invoice history and a cancellation request.
Ms. [redacted]'s cancellation request is postmarked June 17, 2013 and was sent to our billing company, ABC
Financial. The bill date for Ms. [redacted]'s membership is the 12th of each month. By this time, Ms. [redacted]'s
June dues had already been returned due to insufficient funds twice.
One of our billing representatives had attempted contact with the member several times, Ms. [redacted]
initially claimed there was money in the account for the payment amount. Ms. [redacted] then went on to
state that she was closing the account. Ms. [redacted] has not responded back to any contact attempts to
resolve her concerns after 8/22/2013.
Due to her refusal to contact us back and non-payment, the past due balance is now $118.46 and has
been sent to collections. The past due amount must be paid in full for this membership to be canceled.
She may contact [redacted] in Appleton, WI for further assistance.

Review: Upon signing up for Xperience, I purchased a package of personal training sessions. Within the orientation session the personal trainer assigned to me pressed me for what would motivate me to to workout, asking personal questions about my romantic life and whether I had been teased. While I certainly understand the intent behind these comments, I realized I did not want to work with this trainer. I scheduled a session with a different trainer. Within that time, my friend and roommate had passed away and I was financially and emotionally unavailable to pursue any sort of training. When I called to cancel, the other trainer teased me and stated, "well you're just going to give up?" After this, I contacted the manager to cancel, who referred me to another manager, who then referred me to another office who referred me to the original manager. Every time I stated that I wanted to cancel, I was told, "we can't do that," and received a different number. I will not work with a company that has this level of unprofessionalism and insensitivity.Desired Settlement: I have reviewed the refund policy and understand the language. I wish to be contacted by someone outside of triad of individuals who have done nothing but refer me to each other.

Business
Response:
Re: [redacted]

Review: I mailed a letter to Xperience Fitness to cancel my account as they said they require it in writing and being sent to their headquarters in WI, as I moved to Texas to be with my fiance. I did not receive any response from them and they stopped billing my account so I was in belief that they had cancelled my membership. 3 months later they billed me for $70 something dollars and I reported it with my bank as a fraudulent charge. I never received any letters, emails, or phone calls from them. The bank took care of the matter and returned my funds. Now almost a year later I moved back to Minnesota with my fiance and received a letter in the mail at his apartment, I never changed my address from Texas, so not sure how they got that address. It has been over a year now that I sent the cancellation letter. The letter that I received dated Oct-15-2015 is a generic letter that doesn't have my name, account number, or amount due. The envelope just had my name and the letter says the account is way past due and that I have 5 days to contact them and pay or they will report it to the credit bureau.Desired Settlement: They need to stop contacting me and trying to scam me. I have done research online and this has happened to others in the past as well. They need to stop doing this to people or I will have to contact a lawyer and file a class action lawsuit against the company.

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

The contract with this company makes it challenging to quit when needed. They add extra fees when switching memberships from multiple locations to a single location, which is frustrating when this is needed for economic and practical reasons. They also charge extra fees for cancellation of membership. I wasn't told this clearly when I signed up for the membership, and the sales people don't give you much time to read and review the agreement before signing. It would be much easier if customers could cancel their memberships at the clubs they attend without spending extra fees in doing so.
I took personal training while I was there. The trainers were very personable and easy to work with, however, I was injured during one of my training sessions. Because of this, I'm not going to go back to their program.

Review: Several concerns; My jacket was stolen out from locker room. The staff seem to have a genuine concern because my car keys were missing also. The front desk rep took down my personal information to follow up with me indicating after reviewing the security cameras a manager would give me a call. I never received a call. . I called and got the run around. Prior to this event happening I just renewed my personal trainer training which did not officially start,, since I was getting poor service and did not feel safe at the facility I emailed, sent letters requesting to cancel. Membership was never cancelled. Finally a manager called me because I told my trainer I refused to come back to the gym. I informed him I attempted to cancel my membership, and I never got a call back. He told me the only way cancel is if I had a medical excuse. That he would follow up to see if anyone found my keys and received my email. The manger never follow up.. Very disappointed with the level of service I received , It was all about the money not my experience. I had to replace my keys for my car, call a tow service to have my vehicle towed it was very disheartening. Never got an apology only question if my jacket in a locker and a Big O Well. Really..Desired Settlement: I want my membership cancelled Personal Trainer and Gym Membership any fees that I have paid refund back

Business

Response:

Review: I mailed in my cancellation letter 1/25/15 and stated my request to cancel my membership to the sole address on my Membership Agreement.
Xperience Support [redacted] I requested it be effective immediately. I paid for the first and last month up front so I would not expect to receive another charge for my membership.
I was charged again and still haven't received any communication from Xperience Fitness.
I want my charge refunded (per my formal & mailed request) and February to be my final month.Desired Settlement: Refund of last charge and February final membership month.

Business
Response:
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. 

Review: I had called to cancel my account with Xperience Fitness, and they improperly put a freeze on my account instead. During that time, I was not made aware of a $39 enhancement fee that was placed on my account, which did not make me happy, because the account should have been canceled instead, and I should not have been charged. I called to try and dispute that they needed to fix the error, but they didn't fix anything; if anything, they only made it worse, because I was dissatisfied with customer service's ability to fix my problem, and the length of time it took for them to reply with a reasonable response. I was also not happy that I called a couple of times, and no one responded, nor did they call me back when I left them a message. I felt like they simply didn't care. It is still an error on the company's part, I should not have been billed, and I deserve better service than that. Desired Settlement: I want the $39 enhancement fee refunded to the appropriate credit card. I would also like an apology.

Business
Response:
Re: [redacted]

Review: After touring the Xperience Fitness location in Vadnais Heights MN as a prospective customer with my wife and ultimately deciding not to join we have received numerous follow up phone calls despite asking to be, and being assured that we would be, removed from their phone list. On the most recent call after I reminded the caller that I've repeatedly asked to be removed from his list he simply hung up on me rather than apologizing for the mistake. My last two calls were from "[redacted]" at 6:41 PM on 10/02/2013, and 11:26 AM on 10/14/2013. Between my wife and I (both asking for both numbers to be removed each time) we have received at least 6 phone calls. This has crossed from following up with a potential sale to outright harassment.Desired Settlement: First and foremost I would like the employees of this establishment to stop harassing me and my wife with phone calls. I would also like this establishment to act professionally, ethically and with integrity when following up with potential customers. Lying directly to the customer and then hanging up when confronted is not an ethical nor professional business practice.

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 joined this fitness club on 1/22/2013 and paid a joining fee, and for the first and last month of membership. The within the next couple months (5/7/2013) the club was already charging me their "annual fee" even though I just signed up. In addition, the club failed to change my credit card number when I called them and told them I needed to update my information because my bank issued me a new credit card (same account number and same bank just different credit card numbers because the bank had switched names from M&I to BMO Harris). They never updated the information and the next month I was charged their "late fees". I spoke with the company and they did resolve this issue; however, I was still upset over the poor service that I decided to quit this gym. I was told by the manager of the Onedia street location that he would "I'll send in the letter and take care of it" (This being the end of May 2013) meaning the letter to terminate my membership. The next month, on June 19th, 2013, I was again charged the 9.99 membership fee, even though I was told the letter was sent and I was no longer a member. I was told it "takes a while" to cancel the membership. I wrote up my own letter on July 8th to make sure it was taken care of. Again, on July 19th 2013 I was charged the 9.99 membership fee, even though I had not been to their gym in over 2 months and I had sent in my letter. When I called them, I was told the manager would call me back that day. I never received a return call. This occurred for the next 3 days where I attempted to call and left messages and still no response. When I tried to speak with the billing office I was told I needed to speak to the main gym and get the employee to "admit he told you that he said he would send the letter". This employee was [redacted], who used to be a manager but was now a fitness trainer. He avoided my calls for 3 days. Finally , Thursday July 25th, I stopped at the gym on the way home from work at 0820 since the employee from the night before told me his shift started at 0700. When I arrived at 0820, I spoke with the front desk who said, "I don't know if he's here yet" I told her I was told he started at 0700 today. She said she would look. She came back and said "he's not here yet, he is suppose to be in at 0800 so I don't know where he is". At 0828, he came out of the back area and I attempted to talk with him about the problem but he blew me off saying he had a training appointment and couldn't talk to me right now. I told him this issue had been long ongoing and it needed to be resolved and he said he would call me later. I told him how many times I tried calling with no response and I told him I work nights so when will I receive this call. He stated that he would call around 1300. I did receive a phone call back on July 25th at 0945 and he refused to help me out saying I needed to talk to [redacted] who would take care of it. I explained to him that [redacted] already told me I needed to talk to [redacted]. Every time this company keeps passing the buck to a different person with a ring around and nobody is helping me get my money refuned even though I quit this gym over 2 months ago. I did speak to [redacted] in cancellation at around 1000 July 25th and when I explained the situation to her she states "we cannot refund the money because there is no prior proof of cancellation being submitted by anybody". When I asked to speak to a manager above her she refused saying "their going to tell you the same thing". When I explained [redacted] told me he would cancel she stated "the reason why he actually got demoted was he had those issues with other customers in the past". I told her "I can see why" but still [redacted] still refused to help me even though this employee has been an ongoing problem.Desired Settlement: I would like my 9.99 refunded for both the months of June and July to which I was not a member of this gym, total of 19.98 and an apology for the ring around they put me through over the past 3 months.
(regarding the next page, there are numerous dates of phone calls over the 3 months starting May 2013 and July 2013 that I spoke with management, billing, and cancellation)

Business
Response:
We have never accepted cancellations at the club level; it's against our company policy.  Mr. [redacted] was fully aware of our cancellation and our Annual Maintenance Fee policy as he signed off on both of them on his membership agreement.  Mr. [redacted] has had a history of his credit card declining in which we attempted contacting him on 4-16-2013.  After numerous attempts, we finally talked to Mr. [redacted] 5-3-13 about his delinquent account and at that point he gave us new banking information and after that his account was always current.  Attached is a copy of Mr. [redacted] signed membership agreement,  proof on the date his account was updated to his checking account, invoice history form and Data Track notes showing that dates we attempted to contact Mr. [redacted] and conversations we have had with him.   We received Mr. [redacted]'s cancellation on 7-8-2013 and with our 30-day written cancellation policy, there will be no refund issued.
Xperience Fitness - Green Bay, WI