Xperience Fitness

Review: I am a member of the Blue Cross Blue Shield of Illinois "Well on Target" fitness club program. It is a program where you pay $25/month for access to numerous fitness clubs around the nation. One of my participating clubs is Xperience Fitness, which has clubs around Wisconsin and Illinois. I went to the Appleton, WI location to sign up and was told that I would not have any monthly fees to pay due to the club being a participating member of the "Well on Target" program. Ever since then, I have been getting charged $19.99/month by the club for a membership. I called the club and they told me they were not participating in the "Well on Target" program and that I would have to come into the club and fill out some paperwork to cancel my membership. They would also continue charging me for an additional 3 months after I cancelled. I was suspicious about their claims so I called the Blue Cross Blue Shield of Illinois "Well on Target" problem number. They contacted Xperience Fitness on my behalf asking if they were still in the "Well on Target" program. I was told that Xperience Fitness was still part of the program and that I would be getting my money refunded. They acknowledged the error. Unfortunately, I have not gotten refunded any of the money from the previous months and was also just billed another $19.99 for October on my credit card so the billing has continued.Desired Settlement: Would like every $19.99 charge to my credit card refunded.

Business
Response:
Thank you for making us aware of the complaint our customer, [redacted] filed with your office.  Our Appleton, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.      Xperience Fitness was unaware of the insurance provider that Mr. [redacted] claims that Xperience Fitness should be a part of which, pays for his monthly membership dues.  After researching his claim we found that his insurance company is compatible with our reimbursement program.  Xperience Fitness has met Mr. [redacted]'s refund request so we trust that this matter has been amicably resolved, and we will consider this matter closed unless notified otherwise.

Review: I went into Xperience Fitness with my roommate on 8/19/2015 at the Appleton location. After being subject to the most aggressive sales tactics I've ever experienced, I signed a membership contract and paid $20 cash for the first month. My roommate also signed a contract and paid $20 cash. Within 30 minutes, we both decided that we felt very uncomfortable with the gym and the employees, and returned to cancel our contract and receive a refund. As stated in the contract I have, and I also have the receipt for our payment in cash, we are allowed to cancel and receive a full refund within 3 days of signing up. At the front desk, we both signed the cancelation forms, but nobody said anything about a refund. The girl at the front desk said she had "no idea" how to give us a refund, and referred us to the Sales Manager, who also said he had "no idea" how to perform a refund of cash. We were then referred to the Operations Manager, who said they will credit the cash to our credit cards they have on file. I said, "That doesn't make sense because our cards weren't charged. We paid in cash." He then said he had "no idea" how to do that, but would "look into it." I said I would like my cash back, and so did my roommate. It only makes sense to receive cash after paying with cash. They wouldn't do it. I asked three times for my refund, which I should be able to receive per the contract, and was denied. This morning I called to speak with a general manager, and the receptionist would not connect me with the general manager. She sent me to a Support Center Office, where I have now left 2 messages because nobody answers, only a voicemail. I do not believe anyone wants to help me or will call me back.

I would also like confirmation that I have indeed canceled my membership and will receive no charges in the future.Desired Settlement: I would like my $20 cash returned to me, whether I need to pick it up in person or via check in the mail. My roommate is also filing her complaint to receive her $20. I would also like confirmation that my membership was successfully canceled and I will not receive charges in the future, which seems to be a lot of the complaints this company has received from other unsatisfied customers.

I would also like my account information deleted, and my credit card information removed from their system. They don't need it as I won't be returning.

Business
Response:
Thank you for making us aware of the complaint our customer, [redacted] filed with your office.  Our Appleton, WI location always strives for excellent customer services, and we appreciate the opportunity to respond. We apologize to [redacted] for her experience.  All cancellation refunds must go through our accounting department which is why we cannot do refunds at the club.  [redacted]'s refund was submitted on 8/21/2015 and should have been credited to her account on file by now.  Her membership is canceled and account information has been deleted from our data base.  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. 

Regards,

[redacted]

Review: I cancelled my member about a week after getting it at the same location I singed up at I have never one used my member ship and now months later Im getting calls that its still active and I'm getting charged monthly still this is not right and my member ship should be cancelled and no more money should be owed I gave u guys 2 months dawn and never once used my member ship. I would like this resolved as soon as possible that you for your help.Desired Settlement: Member ship cancelled and any outstandeing balance be waved

Business
Response:
Thank you for making us aware of the complaint our member, [redacted] filed with your office. Our Waukesha, WI locationalways strives for excellent customer service, and we appreciatethe opportunity to respond. [redacted] has now stated 4 different timelines in which he saidhe canceled his membership. We have never received acancellation letter, phone call or have notes in our data baseindicating that Mr. [redacted] wanted to cancel his membership. Ourbilling company, ABC Financial started contacting Mr. [redacted] on 3-23-2015 regarding his past due balance and has attempted tocontact Mr. [redacted] over two dozen times since then withnosuccess. Mr. [redacted] never once responded to their phone callsuntil Xperience Fitness sent a letter three months later mentioninghis account was about to go to collections. At that time we finallyheard back from Mr. [redacted] and that's when he stated he canceledhis membership. Even though Mr. [redacted]'s story doesn't seem tobe truthful, we are cancelling his membership and waiving thepast due amount he owes.We trust that this matter has been amicably resolved, and willconsider this matter closed.

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: Our 2 year son was injured in their daycare by a 9 year old child. We were given conflicting reports of what had occured. We had to wait more than a few weeks before being able to view parts of the incident. The older child involved was never asked to leave the daycare. We inturn attempted to cancel our memberships and asked for a refund of our money. To date we have not received any correspondence back despite continual phone calls on a daily basis. We have also not received any of our money back.Desired Settlement: A refund for charges for the months of April and May, the joining fees we paid, and the yearly maintanance fees that we were charged.

Business
Response:
Re: [redacted]

Review: I met with [redacted] from the company in regards to some personal training. He was trying to get me the promotion deal and set up a temporary agreement as I was told. He informed me to call in and cancel the temporary agreement by March 30th, 2015 so that I would not be charged. I called in and talked to [redacted] to cancel and he informed me that it was done. I received a call stating that my bank account was in the negative. When I checked my account I seen that Xperience Fitness drafted 226.60 from my account on April 24, 2015. When I called the location the assistant manager [redacted] informed me that I would have to come in and fill out a 3 day cancellation form. I was not informed by [redacted] nor [redacted] about coming in to fill out this form. I asked for corporate contact info which was given and I spoke to [redacted] explained that she could not give out any refund that [redacted] is the [redacted] and he will be able to issue the refund. [redacted] did inform me that [redacted] was out of the office until Monday April 27, 2015. I did go into the location on April 24, 2015 and filled out a form of cancellation. I did this with [redacted] and he explained to me that he was on my side and would get this to corporate so that I could have the 226.60 refunded to my account. I called to talk to [redacted] this morning to follow up on this situation and to find out when the monies will be refunded to my account. I explained the situation to [redacted] and his response was I was suppose to come in and fill out the 3 day cancellation form within 3 days of me filling out the contract. I informed [redacted] that the contract was pending me making the 220.60 deposit on or before the 30th of March. I explained to [redacted] what I was informed, his voice began to escalate and his response was you told me that twice already and you don't need to repeat yourself. He told me that it is not an easy process and it takes time to complete the steps. When I asked how long he informed me that they would have to make a decision whether or not I get a refund and if so it could take up to months to receive it. I then tried to explain to him again that I was not informed of this process and that [redacted] told me false information. His voice escalated again saying that he does not have time to hear me repeat it over and over again. He tried to make out as if I was being loud and called me an abusive member. I informed him that I was contacting the Revdex.com and he stated that they have A1 ratings and they would not help you and said I was threatening the company. I stated that I just wanted to resolve the issue and get refunded what was taken from my account. He hung the phone up in my face. I called corporate to inform them of the incident and spoke with [redacted] again. She informed me that she will email the BP and she will inform him of the situation. I asked for his contact info and she could not give it to me.Desired Settlement: After being disrespected from [redacted], I want to cancel my memebership with the company as a whole. I would like to be refunded the 220.60 which was taken out of my account after I spoke with someone to cancel the pending training sessions, 39.00 membership annual fee that was charged to my acoount, and an apology for the poor customer service that I received from [redacted].

Business
Response:
Respond to Complaint - [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.  Our Corporate Office has recently spoken to Ms. [redacted] and has apologized for the unwanted customer service experience she had.  We are processing a refund of $220.60 that will be credited back to her Visa on file.  Again, we apologize for her experience but glad Ms. [redacted] will remain a member with Xperience Fitness.Regards,Xperience Fitness - [redacted]

Review: I went in for a FREE promotion deal to get a feel of what the workout with a personal trainer would be like for myself and daughter on 2/24/15. [redacted] (the personal trainer) after showing us what a routine workout would be like, ran some numbers through for me to get an idea of how much it would cost. I told him that I would need to discuss it with my spouse. He had me sign some papers that he REAASURED me nothing will be charge until I give him the OK to do so. He went ahead and schedule days, he stated that it will save me some time on running to the location if I decide to go with the plan. I already advise him that it was out of my price range. He said he can offer me two for the price of one. I told I would still need to discuss it with my spouse. He said that he will follow up with me in 3 days. I asks him again that "NOTHING WILL BE CHARGE, RIGHT". He reassured me, that nothing will be until I have him the OK. He called and left me a message the following day 2/25/15 asking if I have made a decision. I returned his call the following morning on 2/2615, I left him a message and also text him, advising at this time I cannot afford it. He stated that's OK and if things change for me in the future to contact him. Well a month went by and on my husband's bank was charged for $247.50 by [redacted]. My husband called [redacted], ph [redacted] and was advised by a customer service rep. that it was charge for personal training and that I would need to call myself. After getting of work I called the same ph # and spoke with [redacted] (csr) she advise me there was nothing she can do and for me to contact Experience Fitness location I go to. I called Experience Fitness, [redacted] location, ph [redacted] spoke with [redacted] I explained my situation to him as stated. He stated that there was nothing he can do for me, because I did not sign cancellation form within the 3 days,. I told him there was nothing set and stone and I was NOT aware that I was signing a contract. Asks to speak with another manager that can help me, restated that there was nothing he can do. So I asks if that is how they conduct their business. They get people in and misrepresent what it is their signing, talk all nice and once they get our personal information, go ahead and charge anyways. Never once have I authorize or gave them permission to charge my husband account. I told him thanks for nothing and I will be cancelling my membership and reporting them to Revdex.com, and will be finding a new fitness center. I was happy with Experience Fitness before this situation. I was not please that [redacted] a manager could not provide a solution to problem, all he can say is because I didn't sign the cancellation within the 3 days, there nothing he can.Desired Settlement: I would like them to refund my husband's account. I have already received confirmation on my cancellation notice.

Business
Response:
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.

I wouldn't even give this club a star. I am beyond appalled by the customer service and lack of respect they have for their paying clients; Both corporate and Woodbury! I switched from lifetime to Xperience, trying to skim on my spending. I read the reviews and dismissed others' comments. The manager and a handful of the staff members at Woodbury need to rethink their abilities in health club industry. Customer service it isn't your strength, hands down your weakness. Conducting yourself in a professional manner, should be upheld at all times. Harassing or singling out paying clients is never professional. This mistake was short lived! Being careful about spending money, can result in horrible treatment and disrespectful services! You've lost yet ANOTHER paying customer and word of mouth referrals.
They single out their customers (harassing) their attire while they turn a blind eye to others. It's humiliating and unprofessional.

When I signed up for this gym I was on the understanding that my payments would be taken out from my credit card on the 15th of every month. Instead they have been taking it out on the first, and since I havent had the money in there, they also have been charging me late fees. When I contacted them, once again, they told me they would fix it and instead they left it, and again, I got charged a late fee.

Review: Roughly 5 years ago I obtained my membership with Golds Gym (currently Xperience Fitness) and signed up for a contract which was at a rate of $58.91/month with an annual maintenance fee. Although I did have breaks in my routiness of attending the club I have always paid on time. When the club changed over to Xperience Fitness they left my membership the same as it was. On atleast 2 different occasions I asked a representative if my membership was a good membership and if I should make any changes. On all of those occasions I was told no, your membership is fine and actually quite a good one. Randomly on 4/1/2014 I asked to speak to a membership person to inquire about daycare, in the process I learned that the current membership price was $24.99. I again asked about changing this and speaking to a manager. I was directed to a membership person that informed me the only way to make the change was to cancel my membership, then start anew and that there was no manager there but I could call into headquarters for assistance. When I cancelled my membership to make the change I was charged and enrollment fee of $39, and a monthly maintenance fee of $60.12. NOTE I PAYED SAME MAINTENANCE FEE on 1/15/2014. The agent (whom I can describe by looks) directed me to the home office.
On 4/2 I spoke to [redacted] at the home office regarding this [redacted], she informed me to speak to [redacted] who was the branch manager and then they would work on some type of resolution. I did speak to [redacted] and was promissed that I would get a response. I have diligently followed up every week and have been told that my issue is with management and they would get back to me. [redacted] at the gym has not approached me and emails from [redacted] have encouraged me to wait.
In my conversation with [redacted] I was told that I should have figured out the pricing was different and since I was not at the gym during the first few months of their program (during the summer) they did not contact people to change memberships. There was no comment from him when I asked about being told I have a good membership.
My other issue is in conjuntion with the fees charged. On the billing board they note that their processing fee is $59 yet the contract bills you at $60.12. I have asked numerous times for an explanation for the difference but none are given. This would appear to be an over billing that has affected all members.Desired Settlement: I had emailed the managment and offered a resolution to what I estimate was an overcharging of close to $960. I realize that a full refund is not likley and offered a partial cash, partial service and partial membership (daycare) adjustment which would work to be a win/win for all.

Business
Response:
Re: [redacted]

Review: On November 30th, 2013, I signed up for a membership with Xperience Fitness over then phone, for one month. I specifically said that I only wanted the membership for one month and I wanted it cancelled on January 4th. I wanted it that way because I was home from school for winter break and so I would not be needing the membership past that date. I have had memberships with Xperience fitness in the past when I have been home for summer and winter breaks and I know that they like to have a months heads up when I want to cancel my membership. That is why I told them when I signed up when I wanted my last day to be. Sometime in late February I noticed that my bank account had been charged for a months membership, I looked into it further and noticed that two months had been taken out of my account. I called Xperience Fitness billing services and spoke with [redacted]. I asked for a refund and for my membership to be cancelled. She told me that she could cancel it but that I was supposed to mail in my cancellation request a month prior. I told her I've never done that before and have been a member at the club on and off for years. She told me that my signature was on the membership agreement and so there was nothing I could do, I told her that wasn't possible because I didn't sign anything since I had did the membership over the phone, and I was never told that I had to mail anything in. I asked her to email me the agreement so I could look it over, I told her that the issue wasn't resolved with me and I was still going to try and get a refund. We hung up, I checked my email, reviewed the membership agreement that she had sent me. At first I didn't notice anything, I contacted the woodbury club, where I had my membership for, and asked for the membership agreements from past memberships. [redacted] is the woman who sent me my membership agreement from December 2012. Looking at the agreements side by side you can clearly tell that that is not my signature on the agreement and those are not how I write my initials. After learning this I emailed [redacted] asking her to call me back, to this day I have not received a call from [redacted]. I have contacted the Woodbury club again and spoke with [redacted] again, she told me that she did not have the authority to offer refunds. I have called the headquarters numerous times and left several messages (all which I can document when I called) and the corporate office has not contacted me back in any form of communication. Today, 2/28/14 I contacted [redacted] at the Woodbury club again and she told me that the corporate office had put a note on my account stating that they had resolved the issue and decided not to give me a refund, at no point did I say that the issue was resolved. They also made this decision (not to contact me back and no refund) before I told them that that is not my signature on the membership agreement. They have done an extremely poor job dealing with this issue, I can not get a hold of anyone at the corporate office, it is extremely frustrating to try and handle this issue in a calm manner when they will not contact me and activity ignore me. I have copies of both membership agreements, and I have kept good records on when I have called, who I have talked to and the messages I have left.Desired Settlement: I just want my money back, $42 is worth way more to me than it is to them.

Business
Response:
Re: [redacted]

Review: Xperience Fitness refuses to cancel gym membership, correct billing errors and has applied additional charges to account. Account has now been turned over to ABC Financial # [redacted]
Despite numerous attempts to correct billing errors, company refuses to provide a reasonable resolution to the problem. I as the customer correctly followed the cancellation practices provided by Xperience Fitness via automated telephone recording (i.e. mail cancellation notice to PO Box 657, Appleton WI with a 30-day notification – Letter mailed on Aug, 24th 2013). Xperience Fitness continued to bill debit card, and a credit stop was applied in November 2013. Xperience Fitness / ABC Financial refuses to correct errors and has applied additional charges to account. I have called ABC Financial on Jan 14th, 2014 (spoke to [redacted]) and Jan 15th 2014 (spoke to Erica) to correct these errors and cancel gym membership. ABC financial refuses to do so and although promised by both telephone operators, ABC Financial never returned a call or tried to rectify any issues with Xperience Fitness. Further attempts have been made to contact Xperience Fitness to correct issues, but company does not answer and physical gym locations are unable to correct issues.Desired Settlement: Cancel gym membership and remove fees associated with account. Gym membership was canceled as of September 24th 2013.

Business
Response:
We are very sorry about Ms. [redacted]'s frustration with ABC and our cancel process. We have no
record of receiving Ms. [redacted]'s cancellation letter but it's clear that she wants to cancel her
membership. We will cancel Ms. [redacted]'s membership immediately and waive any past due
balance owed.
[redacted]

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. I sincerely appreciate your help in resolving this matter and without your assistance believe that a fair resolution would not have been possible.

Review: I joined Xperience Fitness beginning of January 2014. I had decided after joining that their hours does not work with my work hours. I sent two letters to their headquarter and was told that I would not be charged once I send them the cancellation letter. Like I said I sent two letters just in case one got lost in the mail or something. I sent the letters on January 14, 2014. On February 10, 2014 a payment of $21.44 was withdrawn from my checking account. My member number is [redacted].Desired Settlement: DesiredSettlementID: Refund
I want them to cancel my membership and refund my $21.44 back to me because I don't even use their gym anymore and I sent my cancellation letters already.

Business
Response:
Mr. [redacted] did receive his 3-day refund but up until now, his membership wasn't canceled, we apologize!  A refund of $21.44 was issued today and his account is NOW canceled moving forward. Thank you for being a member at Xperience Fitness.

Review: I had cancelled my membership due to the fact that I am moving out of state. I was told that my membership cancellation was confirmed. Shortly after that, my bank issued me a new debit card and my old debit card (the one used for my membership) was cancelled. I received a notice that my monthly membership charge did not go through. I tried calling to figure out what happened, because I was told by an employee at the Hales Corner location that my membership had been cancelled. I was hung up on several times and have not been able to get anyone to help me.
I am now being charged late fees and fees to reinstate my membership. This was sent to collections and I am told I owe $ $53.99 and that if I want to cancel my membership, I must pay an additional $69. I was specifically told by an Xperience employee at the Hales Corner location that my membership was cancelled. I was told at the time of signing up for my membership, that I could cancel it any time without any problems. I specifically asked about that when I first went in to see about a membership.

I paid on-time every single month for over 2 years. This is a horrible way to treat your customers--I have been hung up on multiple times trying to resolve this and have not been able to get anyone to help me.Desired Settlement: I want these charges dismissed, this removed from my credit report immediately, and I want my membership cancelled.

Business
Response:
Re: [redacted]

Review: I met with a sales representative and was provided with rates and was promised not to pay an annual fees. After signing the agreement the sales representative promised the manager will wave the annual fees since we were starting a new contract with Xperience. I went back to request on writing the annual fee to be waived. I was informed by [redacted] the fee had been waived. I contacted a manager a few days later and she informed me all members are charged the annual fee. The manager as well stated she would inform upper management about employees offering to waive annual fee.Desired Settlement: To waive the annual fee as promised.

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

Review: I mailed cancellation on Dec 18, 2013 using the form they provided. I am continuing to be billed by ABC Financial because neither they nor myself is able to reach Xperience Fitness as they refuse to answer any phone calls. ABC claims Xperience did not process my cancellation notice properly therefore I must continue paying the fees.Desired Settlement: I want them to cease billing and harassing and not damage my credit.

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

Review: When I signed up for this the man was too busy talking to his neighbor salesman about making tuna fish (not kidding) to help me. Talked very fast and just wanted to get rid of me. Here are my issues

-Was supposed to pay $9.99 for me and $9.99 for my son

-was being charged $19.99 for me and $9.99 for my son

-10/15 charged yearly fee I knew nothing about

-NEVER received copy of my contract. Asked for it at sign up and he said "no worries I will get it to you"

This guy was shady. I never even got a tour of the club.

I just want to pay the right amount each month and use the club. I have NEVER had an issue making the payments (even though they were charging me too much).

I just want the respect of paying what I was told I would pay and no hidden fees

I called the billing company again today and they said my contract was re-written 10/16 (WITHOUT MY knowledge!) for $14.99/month for both my son and I. This is even worse.Desired Settlement: Fix it

Consumer

Response:

Today they charged my account $19.49. I was told by the lady at their billing company that if I agreed to pay the $39 fees for my son's and my accounts that they would credit my account and I would not pay again until 1/10/15. This was obviously a lie because they charged me again today. I am fighting it with my bank and emailed them to revoke my EFT permission as they charge what they wasn't when they want. Now I am told that if I do not pay by EFT I have to pay $14.99 each for my son and I. This is not right as I ONLY revoked my EFT because they are not doing what they said they would do and then they charged me for these fees that I was not aware of to begin with.

My daughter and I have had horrible experiences since day one. From her personal trainer leaving their appointment while she was on the bike for 6 miles and never coming back to her. She finally said something and they said that he left. He obviously had no training as she has been a dancer for 16 years and he said that her legs were weak. Also the main reason for my complaint is I have tried to cancel our membership since September 2014 and have had no luck. Finally in January 2015, I was credited for only January. And [redacted] at headquarters promised that it was all taken care of but now February is here and yet another deduction but now [redacted] refuses to credit my account because she is over 18. [redacted] had no problem crediting my account in January. Xperience fitness is very unprofessional and [redacted] has no customer service etiquette. She is plain rude. I would not recommend this headache to anyone.

Review: On 9/20/13 signed contract to join as member of Xperience Fitness in Vadnais Heights, MN. Contract shows $63.95 charged to my Visa, however, my Visa shows charge of $69.07. I cancelled on 9/24/13 due to poor treatment by a staff member and misleading information when initially joined initially on 9/20/13. Cancelled membership that day, 9/24/13 and was told I would be refunded on my Visa. Since this time, over one month, I have not been refunded and have inquired about this with different people 5 different times and two times with the person, [redacted], who I enrolled with, initially and an email and phone message to the headquarters in Wisconsin.Desired Settlement: I want a refund of 69.07 on my Visa account.

Business
Response:
The refund for Ms. [redacted] was sent to her by check dated 12/19/2013. A copy of the check
deposited by Ms. [redacted] is attached.

Review: I signed up for membership in March. It was not thoroughly explained to me that both myself and my infant child would be charged an annual fee.
Not fully explained annual fee. Not told it would apply to both myself and my infant daughter. Signed up for about a month. Cancelled service and was still charged the annual fee. Asked for a refund, but the company refuses. Spoke to agent who said once I paid monthy fee nothing more would be due. They are calling me several times a day to collect the annual fees through a company called ABC Financial. I tried to escalate issue with a manager but the representative [redacted] from Appleton headquarters refused and emailed me that her answer was the final answer.Desired Settlement: Annual fees to be waived

Business
Response:
Re: [redacted]

Review: When I first signed up with this gym, the sales person who had signed me up had request that I set an appointment for an assessment with a personal trainer. Which, I did set an appointment, follow through with it (thinking I had to do it because she didn't make it sound like I had an option;I had the impression that it was a requirement and a part of the new membership process which it is, but I could have denied it. Did not know until AFTER I met with [redacted] and talked to a coworker who was also a member at the gym), met with a trainer who assessed me and decided that I was a 'fit' into their personal training program, there was a name for it but I can't recall what they'd call it. I end up meeting with the personal trainer manager by the name of [redacted], who happened to be a bill collector. [redacted] knew of my 'borderline' health condition which was obtained at time of assessment, yet, she'd verbalized that I had something that was out of the question, when I did not. I recently had a health test done, hence, me going to a gym for prevention. Any who, [redacted] then prompts me to join the personal training program (she already knew that I may be unable to afford it later on but kept insisting that my 'health comes first and that she is a professional at what she does.' For one, she's not a doctor; two, she were pressuring me), and after I joined it, 15 minutes later after speaking to my husband, I realized I wouldn't be able to afford training and may not need it; tried to cancel it with [redacted] immediately. However, the next day, she contacts me back via call and verbalized to me to 'try the first session since they already charged me, and if I don't like it, we can talk about cancellation at a later time." I agreed, went through with first session, enjoyed it, made an appointment for June 15th to meet with the same personal trainer, [redacted] then as it got close to it, I realized I really did not need training due to already receiving tips from my cousin, who was a nutritionist. I had cancelled appointment with [redacted] on Tuesday, June 12th; then, later in the week on June 14th, I received a voice message to confirm my 'appointment' set up with [redacted] for June 15th at an earlier time, which would be impossible for me to attend AND the fact that I did not set any appointment, I was some how put back on schedule. From day one, when I came to gym, I felt I was under pressure to see a personal trainer for an assessment, and to when I met the personal trainer manager, I felt pressure to join their program. I've tried contacting in written (mailed with return receipt/certified mailing) the headquarter or to the P.O. box that was written on the 'cancellation Policies and Procedures" form that was given to me from them. Address: XPERIENCE FITNESS SUPPORT, P.O. Box 657, Appleton, WI 54912, yet, no response or call about confirmation of membership termination. Supposedly, in written on their policy states that if letter was received 30 days which begins on postmarked date, they will give call about confirmation to terminate membership.Although it was under the open-end members or members requesting to delete the Auto-renewal Clause. The next written policy they had for "FULL MEMBERS/CASH MEMBERS" was that there "will be no refund issued for unused portions of membership; may transfer remaining unused time to anyone''. I wanted to ask the sales person to define what 'FULL MEMBERS' were and questions regarding my membership. I had left 3 voice messages to [redacted] S. at number [redacted]. I have not heard back from her since the last time I stopped in to work out at gym and saw her regarding the issue, which was on June 20th? She had updated me that my contract with the personal training fitness was terminated per [redacted]. According to their policy, if members were still active ion contracts with personal training, then, they would not be able to terminate membership. I believe at the time of signing to join gym, there were a couple of signing that I did that I did not receive any details about forms regarding to it, but was told to sign it and just a brief statement about it. If it was an agreement signature slot, it was simply an 'agreement that I knew the policies which was what we went over verbatim.' I did not know there was more policies as to what was being verbalized to me at time of starting my membership was less information compared to at time of ending my membership.
I felt they failed to respond to phone calls/written requests for assistance or support, the sales were presented with high pressure, customer service failed to provide with assistance, and they had unethical collection practices.
I don't understand why if I mailed out '30-day notice' DURING my 'open-end' membership period, and they have not responded to me about terminating my contract. I had asked for a refund of $83-85 and some change, I believe. It was what was charged onto my bank account on June 11th. May 11th, I joined gym. May 13th, I met with personal trainer for assessment. June 17th, I mailed 30-day notice, which was received on june 19th. Even if I did not make it on 30 days for auto-renewal clause to stop, I was only 7-8 days behind, shouldn't that give them enough time to cancel my membership, give me a call on status of it, regardless of it stated on policy? I did wrote them to respond back to me within 14 days of the date I sent it out, which would have been July 1st, yesterday, the last day for them to contact me by regarding a refund or if no refund was going to be given. Just a solution. No one mentioned about the 'auto-renewal clause' at time of starting membership, only the open-end months that if I don't like it, I can write a 30-day notice prior to second month starting. I just found out from my husband who had been going there that supposedly my membership does not end until August 10/11th, 2013. If a person does not go to services on 3rd month, why should they charge early in advance (charged on June 11th, which would have been just one month after I joined and NOT refund when people want to cancel)? Reminds me of rental fees/services only this is a goods/services. Also, why is that what [redacted] verbalized to me at time of joining personal training session, that I would not get charge until the session day, but I was charged before even having a session set up? That's where it gets odd. I understand I were indecisive about when to start but shouldn't she had waited until I picked a date then, wait until that day when I show up to session and then, charge me as she knew we supposedly don't get refunds due to their policies? She said,"You pay as you go." That I could pay ahead, but I don't remember agreeing to paying ahead. I only knew she charged me because I looked into my bank account that same day and she actually did charge me that same day when signing me up for first session.
I've also talked to another member there and she had a similar issue with this gym about not being honest and front about prices and policies.Desired Settlement: Refund of $42.82, since that were the fee of two adults membership which charged for the 3rd month (July 11, 2013-August 11, 2013). The other were charged for my children which is ok, because they only charged me once at time of starting membership, whereas, they charged the two adults $43.90 each for the open-end months. Also, an apology letter regarding the issues I received while being there and why no response or action was taken since I met with [redacted] on June 20th.

Business
Response:
Attached to this e-mail are a copy of Ms. [redacted]'s signed membership agreement, cancellation/refund guidelines, usage history and an invoice - club history sheet showing a refund of Ms. [redacted]'s personal training.