Xperience Fitness

Review: I purchased a membership on 8/19/15 and afterward, changed my mind on the membership. Per the contract, I am entitled to a refund if I cancel within three days of the transaction. I cancelled within an hour of the transaction and was told that no one, including the desk receptionist and two managers, "had any idea" about how to give a refund and that they'll have to "check into it." I paid cash for the membership and was told that I might be refunded on my card, but was refused a cash refund, even though that was my payment method and had the receipt. Both the individual location and the corporate office has ignored my phone calls and I am still being refused a cash refund in person. My roommate experienced the same refusal.Desired Settlement: Refund of membership fee of $20.00, and copy of written notice of cancellation. I would also like my account information deleted and my card removed from the system, as many Revdex.com complaints center on charges following membership cancellation.

Business
Response:
Re: [redacted]

Review: I signed up for personal training sessions at the Brookfield location. I signed up Vi and it soon became clear that he was not the personal trainer for me. It was very hard to schedule sessions with him and while I signed up for 2x a week, we only worked out 3x in over a month. I switched personal trainers and had the same problem. I called to schedule sessions 3x in one week and never received a call back. I emailed [redacted] on 2 occassions requesting information on cancelation and refund of my unused sessions (as they were not calling me back to schedule sessions. I have yet to receive a response.
From: [redacted]
Sent: Friday, October 24, 2014 2:06 PM
To: '[redacted]'
Subject: RE: [redacted] Membership
This is exactly why I am canceling. I reached out and no response. Please respond within the next 7 days or I will reach out to the Revdex.com.

From: [redacted]
Sent: Thursday, October 02, 2014 9:39 AM
To: [redacted]
Subject: [redacted] Membership
Hello,
I currently have a membership and I signed up to go to the Brookfield location. I am having a very hard time scheduling personal training sessions. I leave messages and no one ever calls me back. I would like to cancel and go to a different gym, but I would like a refund on my unused sessions. Please advise who I would need to speak with about this.
Thank you
[redacted] |Desired Settlement: I would like my membership canceled and the remaining sessions to be refunded 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 Brookfield, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.
Attached is a letter from the Manager of our Personal Training Department at our Brookfield, WI location.  This letter clearly states that we made every attempt to reach out to Ms. [redacted] but, never had a return call from her even after she returned from a business trip.  Unfortunately we just never connected.  
Ms.[redacted] used 5 sessions of her personal training package that she purchased.  Our cost for those five session is $375.00.  We will refund Ms.[redacted] the balance of the unused sessions and cancel her membership.  The refund of $921.00 will take 10 to 15 business days.
We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise.

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]

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.
I am writing to inform you that I have still not received my reimbursement. Please advise how I should proceed. 

Received a double charged for an annual fee while an employee messed up one of the billing information.( fixed )
Was told I will be refunded my 39.00 and I Was told will be updated on the refund but was never contacted back on the status . Called club about issue and front desk employee asked for phone number and name and a manager will get back to me. Two days passed and no response and still no email back from billing department about my refund. Called the club again, and was told a manager will get back to me again. We'll see what happens next. Overall I am dissatisfied about the service from the people who have helped me, and feel disrespected that no one has STILL got back to me about the billing.

I have heard of many people having billing issues with this company and I always figured they were just one off situations, but today I had my own awful experience. I called to cancel my girlfriends account which I pay for, in addition to my account which I am keeping, and during that call I asked if I could have the random yearly charge of $40 refunded since it was charged to my account this morning. That's right the day I cancled the account is the same day this payment occurred. I was told no by Kristina L. in member support. Now it may just be me but I find this to be absolutely ridiculous! I am sure she has the power to make this refund happen but since they are money hungry and seem to care less about their members I just paid them $50 ($10 monthly and $40 yearly) for an account that Is now cancled.

Review: I faxed in a request to cancel my membership on 12/24/13, and they have not cancelled and still continue to charge my account. I also sent in a request to cancel our other membership under the name of [redacted] on 1/17/14 and I am still being charged, and to the WRONG account. I have tried explaining this but seems to get no where with their billing department. There was in investigation on the done by the local news station when they were under their old name for shady billing practices. They have since opened under a new name, but continue the same shady billing. I should be able to walk into a location and sign a form stating I no longer want to have a membership there because when you fax it in they lie so that they can continue to bill your card. If this is not handled I am contacting Fox 6 to launch another investigation against them under their new name, and I will take them to small claims court as well! Neither of us have been back to this facility since 2013, I want answers!Desired Settlement: I would like my money refunded and my memberships cancelled!

Business
Response:
Re: [redacted]

 
Thank you for making us aware of the complaint our customer, [redacted] filed with your office.  Our Brookfield, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.
 
Xperience Fitness has never received a fax, cancellation letter or verbal communication from Ms. [redacted] or Mr. [redacted], this is the first time we heard that they wish to cancel their memberships.  We attempted to contacted Ms. [redacted] Mr. [redacted] by phone on 1-27-14 regarding their membership, which had a past due balance and we left a voicemail.  We e-mailed Ms. [redacted] on 2-13-14 again, regarding her past due balance with Xperience Fitness and at no point did she contact us back letting us know that she attempted to cancel months ago.  Again, this is the first we have heard that Ms. [redacted] Mr. [redacted] wanted to cancel their memberships.  If Ms. [redacted] can provide us with the fax transmission on the day she faxed her cancellation to our Home Office we will be more than happy to reopen this complaint.  Moving forward we will accept this Revdex.com complaint as your cancellation which we will cancel out both memberships, pull them out of collections and waive the past due amounts owed to Xperience Fitness.  We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise.

Review: I joined this gym under the advertising of 10.00 a month. I been a member of for 4 months and then I cancelled after terrible customer service. Every month I was charged 19.99 not ten dollars a month. I was charged a hidden fee of 39.99. That I was completely unaware of after I cancelled. Then, when I wanted to cancel my membership I was told that I wasnt able too. I had to mail them a letter and request cancellation. Then I get my bank invoice, they charged me that hidden fee of 39.99 and the mail didnt arrive on time. I was informed that since my mail arrived one day after the end of the month. I would be charged another month, so another charged of 19.99. My last month I was told would be free. Well, I guess I have a membership for 2 months. That I didnt want and attempted to cancel 3 months ago.Desired Settlement: I want the 39.99 fee back. Also one month back for 19.99. I would love to see this place shut down.

Business
Response:
The following documentation is attached to this response: a signed membership agreement,
membership notes, invoice history and the postmarked envelope from Mr. [redacted]'s
cancellation request.
Mr. [redacted] did sign and agree to all terms and conditions ofthe membership agreement upon
his enrollment on 5/21/2013. Mr. [redacted] claims that the $39.00 annual fee is a hidden fee. He
did agree to this annual fee on 7/15/2013 and on the same date of each year thereafter. In
addition to the annual fee information written on the membership agreement, signs are posted
in the club as reminders for our members.
As you can see, Mr. [redacted] enrolled for the Value Plus membership, which is $19.99 per month,
so the claim that he enrolled under the $10.00 per month plan is incorrect. Furthermore, he
agreed to the month to month program and to our 30-day cancellation policy. His cancellation
request was postmarked 7/31/2013. He did not receive any further charges after that date.
We are sorry Mr. [redacted] chose to not read his membership agreement. All of the payments
that Mr. [redacted] made were charged correctly as per his membership agreement. Mr. [redacted]'s
request for a refund has been denied.

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

 
 Revdex.com,
I was not a member of there gym for longer then a few months. I wasn't charged the 39.99 annual fee until after I wanted to cancel my membership. I was told by the staff I could reduce my 19.99 dollar a month membership to 10.00. When I attempted to do this they told me I would have to pay a sixty dollar fee. This is why I wanted to quit in the first place. Then after I quit I was charged 60.00 dollars that month. I have friends who go to this gym ,or did until they heard what they did to me, and they did not have to pay the "annual fee" when I did. They never told when your charged just that some time during the year it could be. This is an example of a shady business. They use bogus contract and tricks to get more money through fines. What law gives them the permission to fine/fee me anyways? That fact that they wouldn't even give me back the 60 dollars owed to me is more then enough to prove that the owners of this business are out to rip people off and in no way care about there customer base or whats right. The longer business like this run in America the more the dollar fails, because what I was paying for is no where near what it is worth. I was robbed.

Business
Response:
Re: [redacted]

Review: I just saw the report on tmj4 about payments taken from checking accounts after cancellation attempts. I checked my account and I'm still being charged for my account! I sent in for a cancellation because of my work schedule January of 2013. How can I go about dealing with this?Desired Settlement: I would like a full refund for the amount of time I have not been attending the gym.

Business

Response:

Review: I'm writing to complain about what I believe are deceptive sales practices. I wanted to join the Xperience fitness Blaine, Mn location and inquired about pricing. I was given a quote of $73.89 which I was told was a joining fee and first and last months monthly fee. I was also told there was an annual fee, but was never told specifically when it would be charged. I assumed it was either included in the $73.89 or it would be billed next year. My attention was then directed to a computer screen and an electronic pad. The screen simply showed an X and a box and I was told that this just states that you agree to an annual fee and to initial the box. I was never shown a paper copy of this contract, I was never given a copy of this contract, and I was never advised that I would be charged another $41.78 15 days after I signed up and other $10.70 29 days after I signed up. Had I been told that I would be charged $126.37 over the next 30 days, I would have never signed up. Instead, I am strung along by smaller charges throughout the month and directed back to the contract that I signed. I have explained this to several people and everyone of them directs me back to a contract that I signed, which apparently contains language showing the date I would be charged, but I was never told this or shown this. I would concider this a deceptive practice.
I have attempted to resolve this with a suggestion of either cancelling my membership and refunding everything OR I would continue the membership, probably for years to come, if they would just refund the $41.78 that I was never told about. I was told there is absolutely nothing that can be done. I then told the billing manager that I will not only be cancelling, but notifying the Revdex.com, Yelp, Twitter, and Facebook unless we can come to a fair resolution and instead of attempting to come to a fair resolution, I was again told that nothing can be done. I'm blown away that a company would not come to some type of fair resolution. They would get years worth of monthly membership from me if they would give back the $41.78 that I was never notified of. Instead I'm going to cancel everything and tell as many people as I can about my situation in hopes that others won't be deceived.
Thank you for your time.
[redacted].

Desired Settlement: My suggestion was to either refund everything and cancel my membership or reverse the $41.78 and I'll continue my membership for several years into the foreseeable future.

Business
Response:
Even though [redacted] has been a member with us in the past and understood there is an annual fee which he paid on his old membership agreement, we apologize for the confusion on his current membership agreement.  We are more than happy to refund the Annual Fee and move it to July 15, 2014and will continue on July 15th moving forward each year.  We would prefer to keep Mr. [redacted] as a satisfied member and have attached a copy of his membership agreement to refer back to at his convenience.

Consumer
Response:
I'm going to accept this resolution because it's better than nothing.  A better resolution would have been to charge me the annual fee next January instead of just pushing it off a few months.  I'm still not satisfied with this experience that I have had.  Furthermore, I'm insulted by the response that is trying to pin the responsibility back on to me by saying that as a former member, I knew there was an annual fee.  I am at no point disputing the fee.  My grievance was to WHEN the fee would be charged.  I also don't dispute that I signed a contract with the date of charge on there, but I was NEVER shown a copy the contract until just now.  I was told to sign an electronic pad that said I agree to an annual fee.  Had the salesman said you would be charged over $120 in the first 30 days of my membership, I would have politely thanked him for his time and moved on.  That wasn't the case.  I was 100% sure that I was all set with the initial $74 or whatever that was charged.

This is a sub-par resolution and I'm going to continue to keep my options open for fitness clubs.  I truly wish I could just go back and would have never walked in the door.

Review: On Thursday August 29th, 2013 I signed up for a personal trainer at Xperience Fitness. I signed the contract, and paid the $199.50 right then and there. The next day (Friday) I found something a bit cheaper elsewhere, and contacted Xperience immediately on my lunch break at work that I was looking to cancel that contract. The gentleman instructed me to come into the gym, and that there was a form I needed to fill out. Immediately after work that day, I went, scanned my card at the front desk just to show that I was there, and the lady at the front desk provided me a cancellation form to mail in to the Support Center. Keep in mind, this is still within day one of the 3 day contracted agreement. Anyway, that night I filled out the form to mail in right in front of the associates face, she gave me the number to the support center to call, and I left. I went home that night, filled out the envelope with the PO box provided, and put it in the post office's mailbox. That saturday (the 31st) I called the number the associate gave me, and left a voicemail stating that I sent off the appropriate documents to cancel my personal trainer and that they should be receiving my letter (just to be on the safe side, as it was labor day weekend). It has now been nearly three weeks, and they say they still have not received my letter. I am positive that the letter was addressed correctly, and it's kind of unsettling to see the other complaints from consumers that their letters too, have not been received by Xperience. I have called and called, getting the voicemail, and they failed to contact me back with any follow-up. When I did reach a representative after the 2nd installment was debited from my account she finally stated that they haven't received it, and I am now locked into this contract where I would have to pay $400 a month for 6 months. I PLEADED with the representative to allow me to re-send the letter, as I did all of that leg work within the first day and a half of me signing up. I am no swindler, I am truly an honest woman, who tried to take the steps provided to cancel this service within the guidelines provided. My registration fee $199.50 wasn't even debited from my account until the following Tuesday after I signed up (which is even out of the 3-day contract cancellation agreement). I went back to the gym and spoke with [redacted] (the manager of the trainers) and she provided all the notes that were documented through the voicemails I left with the support center, even the voicemail on the 31st stating that I mailed off the letter. She also would not consider, or bargain with me at all. I have lost sleep about this, cried, and wondered how people would be so callous towards paying members who are faithful to the establishment. I just want to be helped, and heard.Desired Settlement: I just want my contract cancellation honored and my money refunded. I would even go as far as allowing them to keep what they have taken, and I participate in the training, as long as I can terminate the contract NOW, and they debit no more of my money hereafter. I am still paying the $20.00 general membership fee, and I would still love to be a member, I just dont need the trainer.

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 visted the gym in november 2013 with two friends that wanted to join the gym. The sales rep, nick, was very pushy and told us about a black friday deal that will only be available on black friday. Countless times my friend and I said no thank you but he kept insisting. Nick told us that on friday, november 29, 2013 he would call us and if we still declined to join the gym, we would not be charged anything and that our information would be shredded. We never received any phone call but did get a charge of $20.99 on our credit cards on 11/29./13. We went to the gym to dispute the charge but were told that he no longer worked for xperience fitness. We were given a phone number to call for our complaint and a cancellation form. We called the phone number but they gave us the run around and said they would talk to their managers and call us back but they never did. I had no choice but to mail in the cancellation form in mid december 2013. Unfortunately, they still kept charging my card. So far ive had a charge taken out of my account on 11/29/13 for $20.99, 12/20/13 for $20.99, 1/15/14 for $40.00 and 1/27/14 for $20.99! I have mailed another cancellation form this month hoping these charges will stop. I am very dissatisfied with this gym, I have not once stepped foot inside that gym after that incident in november. I already have a gym membership with another gym and am perfectly satisfied with them, I have no need for another gym membership. They need to train their employees to not be so pushy and to not trap customers in this kind of situation.Desired settlement: I would like a full refund in the amount of $102.97 to my credit card and an apology. I also hope they train their employees better.

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.
 
after investigating this matter it is clear that ms. [redacted] had no intention to join the club.  this sales practice is not the standard for our company but, an unfortunate isolated instance, we apologize.  we will use this instance in our next training and development session this month and in the meantime we will refund $102.97 back to ms. [redacted]'s credit card that we have on file.  crediting the account will take 3 to 5 business days. we trust that this matter has been amicably resolved, and we will consider this matter closed unless notified otherwise.

Review: On 09/10/2013 I was lured into Xperience Fitness due to a Promotion being advertised (that turned out to be false advertisement). Wanting to gain more information in regards to a membership I was led to a desk where I was Told to begin entering my personal information into a computer and that someone would assist me shortly. I could clearly tell that entering my information would initiate the membership process so I refrained. Eventually an employee came over and this time rudely instructed me to enter my personal information. I then explained to this gentleman that I had some questions regarding membership and Fee's which seem to greatly irritate this guy, immediately his demeanor changed and he became very rude. He asked if I was going to sign up that day and I said that I wasn't sure and needed more information, Which is when I was told to have a good day and the employee walked away from me. Needless to say I was absolutely stunned by this treatment and the fact that at least half a dozen other employees saw this occur including what seemed to be a manager and nothing was said or done about it. Subsequently I immediately made attempts to contact Xperience Corporate offices to file a complaint and voice my concerns but have not been successful. I do not know the name of the customer service rep who extremely rude but he was a bigger guy with red hair. This incident took place at the Brookfield location on Capitol Dr. around Noon on 09/10/2013Desired Settlement: Written apology/complimentary service

Business
Response:
We apologize for Mr. [redacted]'s poor experience. This situation has been addressed with club staff
members.

Review: My wife, [redacted], signed up for membership on September 23rd, 2013 with Xperience Fitness. Collected up front were a processing fee and first and last months dues totaling $69.07. Her membership was cancelled per business policy form with a confirmed postmark date of October 12th, 2013. This membership lasted a total of 20 days.
In the initial agreement, first and last months dues were collected. Xperience Fitness received those dues and in addition, on October 23rd, 2013 they charged an additional month's fee of $21.41 despite her cancellation on October 12th.
In summary, my wife was charged for three month's dues despite being a member for exactly 20 days. In addition, the total amount charged for her 20 days is $132.26 as there was an annual maintenance fee of $41.78 charged on October 15th, 2013 as Xperience Fitness still considered her a member at that time despite receiving her cancellation. The reason she cancelled is that she had two appointments to get trained in on the machines and both times she was told that don't have anyone available to help her upon her arrival and that she would have to make another appointment. I have contacted Xperience Fitness regarding this issue and they claim they are justified in this matter as it takes them several weeks to process their cancellations.Desired Settlement: We are expecting to receive a refund for both the charge for her third month (despite being a member for only 20 days) on October 23rd for $21.41and a refund for the annual maintenance fee of $41.78 charged on October 15th as she ended her membership on the 11th of October.

Business
Response:
Xperience Fitness received a cancellation letter from Mr. [redacted] with a postmarked date of 10-
19-2013, four days after the Annual Maintenance fee was billed. This payment was agreed on
and understood by Ms. [redacted]. Ms. [redacted] did pay for the first and last month upfront at the
time of signing and even though the member is responsible for any payments within the 30-day
cancellation period after the cancellation letter has been received, we are willing to refund the
October 23rd dues payment.
Enclosed with this fax is a copy of the postmarked envelope, Ms. [redacted]'s membership
agreement and notes from our employee that was taken after they had a conversation with Mr. [redacted].

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

XPerience Fitness can send the refund of $21.41 to

Regards,

[redacted]

Review: I signed up approximately 2-3 years ago for a membership at Xperience fitness. At the time I signed up it was actually Golds Gym. I had no problems throughout the course of my membership, but the serious problems came when I tried to cancel my membership. I was a loyal paying customer each and every month, even when I barely used the membership and had no idea cancelling the membership was going to be such a nightmare. I was told when signing up for the membership that you pay for the first and last month's fee's up front, that way when you want to cancel the membership your last month is already paid for. I have mailed, and faxed numerous letters to Xperience trying to have my account cancelled. I went to my local Xperience Fitness Gym in Hales Corners, WI and they informed me that my account was closed. A short time later I started to receive letters stating that I owed them money even though my membership was supposed to be cancelled. They have now sent my account into collections and put a black mark on my credit report for an issue that they have not and are unwilling to have resolved. I do not feel that I owe them any money, especially not over $100.00 like they are asking. I even had to go through the process of closing my bank account because they continued to take unauthorized automatic payments from my account. My husband is having the exact same issue at this moment. They are threatening to have his account sent into collections as well.Desired Settlement: I want both my husband ([redacted]) and my memberships cancelled, taken out of collections and closed. We are not paying any money, and want this removed from collections immediately as we have both sent numerous cancellation letters. If these issues are not resolved in a timely manner, we will take this issue to every media outlet possible and blow it up so that everyone knows what a scam Xperience Fitness is.

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

Review: When I signed up I was told I could cancel at any time...when I went to cancel they gave me a form whivh requires me to pay for another 30 days. In addition they were quite rude when I wanted to csncDesired Settlement: Repayment for final 30 days

Business Response:

The following documents are attached to this response: A signed membership agreement and invoice
history.
We are sorry Ms. [redacted] is frustrated with our cancellation policy. Ms. [redacted] enrolled at our Blaine,
MN location on 1/28/2013. Ms. [redacted] did initial and sign her membership agreement confirming that
she understood and agreed to the policies and procedures therein.
Ms. [redacted]'s cancellation postmark date was 10/7/2013. Her last bill date was 9/28/2013 and there
were no further charges to her account. Her request for a refund has been denied as there were no
charges after her cancellation request was received.

Review: Xperience fitness, over a month now after I have cancelled, in writing, a month to month contract, has charged me 60$ total on a 9.99$ a month contract. They have gotten two letters asking them to cease and desist, as well as cancellation requests by mail and when I complain about it, they say I need to send it certified (last two times they didnt say that). I have done chargebacks at the bank because they keep attempting to steal more money, however they just keep trying. I have to change my bank account numbers now because they wont stop playing games. I stopped in the first place because they were overcharging me without justification, now they are continuing to charge me after I cancelled.Desired Settlement: I would like a full refund for all fees charged since the cancellation and no further charges put forth or I will call the police for fraud.

Business
Response:
We have spoken with Mr. [redacted] on several occasions via e-mail & phone.  We have given him our mailing address to cancel both his and [redacted]'s membership and have yet to receive a letter.  Mr. [redacted] had contacted our billing company, ABC Financial and they have also given Mr. [redacted] directions on how to cancel their memberships.  Please refer to the attachments that I've included for complete documentation of conversations we have had with Mr. [redacted].  Mr. [redacted] owes $48.98 and per his signed membership agreement, that must be paid before he may cancel his agreement with Xperience Fitness.  We are willing to help Mr. [redacted] out by waiving $29.00 in late & service fees but he must pay the remaining balance on his membership by or before August 23, 2013.  With the deduction of late/service fees his total due by August 23, 2013 equal $19.98.  Please contact our billing department at [redacted]
 
Xperience Fitness - Menasha, WI

Review: I am seeking a refund for monies withdrawn from my account after I assumed another membership elsewhere.
I signed up for a gym membership from Xperience Fitness in Brookfield, Wisconsin. I went there a couple of times. When I learned that they were not open 24 hours a day I went to the Brookfield location and filled out a cancellation form per my contract. This took place December 2015. I also did my due diligence and faxed a copy of the same documentation to the number that I was given by the staff member that had taken the initial cancellation form. I called the gym and asked them if they had cancelled my membership and they stated that it was not cancelled and gave me a number to call. This was my first contact with [redacted] M. I left a message for him asking why my membership had not been cancelled. He called my phone number December 30th. I have record of this on my cell phone. I was under the impression that everything was completed. Come to find out that it was not. I soon came to notice that the member ship was still being deducted from my bank account. I just happened to check my account status the morning of March 3, 2016, and it stated that Xperience Fitness had made a withdrawal from my account 2/29/2016. I called [redacted] M's number that was saved in my phone. I left a message stating that my membership was cancelled December of 2015, and that I opened a gym membership elsewhere. [redacted] M. responded via email and stated that Xperience Fitness never received a membership cancellation. I informed [redacted] that I had indeed cancelled and that I would like a refund for the months that had been taking out of my account that I was no longer attending the gym and hadn't in months. He stated that they had not received any cancellations and that they do not accept verbal cancellations. I replied back stating that I submitted a form to the Brookfield location and sent one via fax and that I could not possibly do that verbally. He stated that he would not refund my money. I then called the Xperience Fitness and spoke with Dan who then informed me that my membership was pending cancellation and that the company was going to try to get another payment from my bank account. I emailed [redacted] M about this and he stated that they always offer another month to customers that cancel their membership. I informed him that I did not want anything from his company but my refund and better customers service for future consumers. I informed him that I would be filing a complaint the Federal trade commission, his corporate office and pursuing legal recourse.Desired Settlement: I would request a refund of monies withdrawn after membership was cancelled and new membership was assumed to another gym. It is a matter of $40.00.

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 Account# [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 Phillis) 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 Mr. [redacted] 's frustration with ABC and our cancel process.   We have no record of receiving Mr. [redacted] 's cancellation letter but it's clear that he wants to cancel his membership.   We will cancel Mr. [redacted] 's membership immediately and waive any past due balance owed.

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 decided to cancel my membership with xperinece fitness as I decided they did not meet my needs for working out. I joined knowing that I was going to give it a trial run and was told I only needed to bring written letter in to the club to cancel my membership. So I did this and stopped going to the club. They kept taking money out of my bank account so I went in to complain. They said they changed their policy to cancel their membership so I did as they said and I then mailed a letter canceling my membership. Once again months went by with them collecting from my account and I called to complain. I even sent in another letter which did not work. I then canceled my debt card to stop them from taking any more money. At which time they said I was delinquent on my account! 4 months went by and I sent another letter canceling my membership and they then sent my name to collections where they are continually hurting my credit. I have called and asked them to reverse the charges but they will not. They can see that I never used the club after my first attempt at canceling but they continued to take my money out of my account. They stole from me and the only way I could stop it was to cancel my card. Now they are hurting my credit and I cannot get a loan to fix my roof on my house.Desired Settlement: I would also like them to pay to restore my credit. they have done damage to my credit that will take a lot of time to fix. In order to get the loan to fix my roof, I might have to pay the $50 or whatever they say I owe- but I want that money back.

Business
Response:
Re: [redacted]
 
Thank you for making us aware of the complaint our customer, [redacted] filed with your office.  Our Brooklyn Park, MN location always strives for excellent customer service, and we appreciate the opportunity to respond.
 
Prior to 12-12-12 we have never received a cancellation notice from Mr. [redacted].  When Xperience Fitness did receive his cancellation letter on 12-12-12 his membership had a past due balance and could not be canceled until the past due balance was paid.   We attempted to contact and left messages with Mr. [redacted] 25+ times regarding his past due balance stemming back to 10-16-12 but with no reply from him until his complaint was received at our office on 8-25-14 and after he paid his past due balance of $32.19 on the same date.  After we collected his past due balance, we immediately canceled his membership and removed his account from collection.  We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise.

Review: I enrolled into a fitness account with Xperience for myself and my sister. To me, I feel as if I enrolled into an account and added my sister to my account.
I canceled my account 6+ months ago; however, Xperience had continued to bill me for my sister's account. I approached Xperience 3/24/14 with this issue, expecting the drafts to cease and funds returned from the point of my cancelation request. Instead I received a response that included a copy of my cancelation and advised that since I didn't place my sister's name on the cancelation they were within contractual rights to continue billing me for her account.Desired Settlement: A refund from the point of my cancellation for the charges I incurred for my sister's account.

Business
Response:

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

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

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