Xperience Fitness

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

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

Business

Response:

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

he would like to use the facility.

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

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

identify members each time they use one of our facilities.

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

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

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

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

charge as a onetime courtesy.

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

fee.

Review: I signed up with a trainer and authorized my account to be billed once a month. They deducted the payment without a problem. Then a couple weeks they deducted another payment. I contacted the club for the money to be refunded. It took 13 days to refund which caused two overdrafts on my account. They refuse to refund the overdraft fees and cancelled my contract without telling me. I would need to sign up for a new contract with new fees in order to continue working with the trainer.Desired Settlement: I want the $60.00 refunded to me since it was their error since I now have overdrafts on my record when it was clear before. I also wish to have the same contract as I had signed up for.

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: Before signing up with a personal trainer, I explained my limitations because of surgeries I had. I paid for 8 sessions. My program was not personalized. The first session was paperwork only. the second session was all exercises I could not do because of my surgeries. The same was true for session 3 and 4. I was in pain after leaving the sessions and went back to my doctor who gave me a letter releasing me from physical training because it obviously was not being done correctly. I made two payments for the training. I paid $248 initially and $255.44 two weeks later. I asked to be refunded for half of the sessions since I only used 4. They refuse saying I had to cancel within the first 3 days. Well had I known they were not going to personalize my training and send me back to the doctor I would have. I think they are being very unreasonable, unprofessional, and they refuse to return my phone calls. I left a message for Jason (VP of personal training) on 8/19/14 and still have not heard back. The management at the Brookfield location are rude and not helpful at all. Once they get your money, they cast you aside and start working on getting someone else to sign up. They kept trying to get me to buy their vitamins saying my vitamins may not be as pure. They try to sell me their supplements and pills. If they check my membership, I only came one day since they opened because of my surgery. I just want half of my money back for the personal training.Desired Settlement: To be refunded for half of the personal training sessions that I cannot use due to doctor orders. I also explained that August would be the only month I would be available for physical training due to my work and school schedule. So I don't want a credit for a later date. I have already cancelled my membership with this club.

Business

Response:

Re: [redacted] - [redacted]

Review: I sent in a letter to cancel gym membership and they continue to debit my bank account.Desired Settlement: Refund money and stop taking money out from something I canceled.

Business

Response:

[redacted]

Review: Daughter signed up for Xperience fitness on Oct 27, 2013. She paid a fee plus the first and second month. She cancelled by sending in the cancellation form on November 30, which they received and recorded. She entered the gym once this whole time. They have tried to contact my daughter during the day about cancelling, she is in school everyday. She left a VM back to the company that she is in school during the day. She just wanted this cancelled. Now according to what she paid, there really should not be anything she owes. They are telling her to pay a $78.XX charge and now a $100+ charge following because of the new January fee (she cancelled back in November).

According to my numbers, she should not owe anything. We've stopped in several times and they blame their billing and corporate office and every time is asked to pay something different. She was going to pay the $78.XX that someone told her that is all she owes, and when she went to complete this transaction was told her owed over $100+. Sounds like this business practice needs some investigation and resolution. I did not have her pay because something sounds illegal to me.Desired Settlement: Is she owes for one more month or something then that would be $20. I do not believe she should own anything. I did ask for a copy of the contact and they don't have that either, but told her to fill out another cancellation form (what)? This is harassment to keep contacting her and tell her she now owes over $100+. I would just like everything to be cancelled and closed and I believe they should be dropping these charges When they send in a cancellation form, billing should stop billing and not trying to continue charging until talking with the consumer.

Business

Response:

We received Ms. [redacted]'s cancellation form two days after her bill date. That payment did not clear but Xperience Fitness will apply the last month payment she made at time of enrollment to offset the 11-27-13 payment. Xperience Fitness will waive the past due amount owed and will cancel Ms. [redacted]'s membership immediately.

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: On May 23rd, I contacted [redacted] ( The general Manager at the Brooklyn Park Location Where I am a member) to advise him that due to a recent health issue, I could no longer continue going to personal training sessions at the Brooklyn Park center. He advised me that I needed a Dr's note stating my health concern. I provided him with an email and the Dr's note within 24 hours. He stated that he would make sure my account was closed and that I would be refunded my $280.00 that was charged on May 17th for services not rendered. I did not receive a cancelation notice so I contacted Mr [redacted] again, He said he would look into it and get back to me within the next day. That was 3 months ago. I have never heard back from Mr. [redacted] and I have not been refunded. My account has actually be charged 3 additional times since then to a total of $860.00. I called the headquarters office and sent a letter to them requesting my refund ( with a copy of the Dr's note) and still have not received any contact, follow up or my FULL refund for the personal training services that I cannot receive due to health issues.Desired Settlement: I would like my full $860 ($280 x3) returned to me in the form of a check immediately. And a cancelation of my account with experience fitness. All appropriate cancelation forms have been sent to the headquarters.

Business

Response:

In response to Ms. [redacted]'s request for a cancellation, Ms. [redacted] was informed that we could

"freeze" her Personal Training Account. As she was in contract, the services could not be

canceled. Ms. [redacted] did not proceed with requesting a IIfreeze" for her Personal Training.

Ms. [redacted] was charged one additional time after the 5-15-2013 invoice. The payments for 7-15,

8-15 and 9-15-2013 declined due to insufficient funds.

The payment Ms. [redacted] is disputing from 5-15-2013 (5-17-2013 per our records) purchased

eight Personal training Sessions, five which has been used. Ms. [redacted] has been informed

several times that no refund can be issued for Personal Training Sessions that have been used.

The past due balance for the declined payments have been IIwritten off" and her Personal

Training and membership agreements have been canceled with no further amount owed. A

refund of $385.00 has been processed back to the VISA card Ms. [redacted] had on file with

Xperience Fitness for the 11 unused Personal Training Sessions. (llx435/session =$385.00

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 used services at Gold’s Gym, [redacted] for a month and a half, 11/7/11 - 12/27/11. At the time I signed up for services, I asked for a payment plan that did not include automatic withdrawal. More than a year later, I realized that I was still being billed for services through automatic withdrawal of my debit card.

When I looked into how to cancel a contract, I realized that Gold’s Gym was purchased by Xperience Fitness. I did not receive any form of correspondence regarding the change in ownership or my apparent contract.

On April 14th 2013, I sent a letter to Xperience Fitness requesting to cancel my membership and issue a refund for the payments withdrawn from my account since 1/1/12. The letter also asked for a hard copy of my contract as well as any correspondence related to my contract/change in ownership. More than a month later I received a call from Xperience and was told that the staff member would look into my account and get back to me. I played phone tag and did not hear back and did not receive a copy of my contract.

Again on July 27th 2014, I contacted Xperience, with a letter asking to cancel my membership and provide a refund. I also provided proof of not living in an area serviced by Xperience Fitness with a job offer letter dated 12/23/11. I received a phone call from a staff member, Leanne, who told me that she wanted to help, but that they could not find an account matching my name and address. She said she could not figure how I was being billed and told me that the staff member would look into it and get back to me. When I asked about my previous attempt, I was told, there was no record of previous correspondence on file. I called multiple times, left messages, and did not hear back.

A review of my gym utilization with this company will show that I have not visited an Xperience/Gold’s location since 2011. I have not lived in an Xperience service area since 12/29/11. I have no interest in a membership and am requesting a full refund of $914.62 to return all inappropriate withdrawals to my account from 1/1/12 through 3/12/15, at which time I issued a stop payment.Desired Settlement: A review of my gym utilization with this company will show that I have not visited an Xperience/Gold’s location since 2011. I have not lived in an Xperience service area since 12/29/11.

I am requesting a full refund of $914.62 to return all inappropriate withdrawals to my account from 1/1/12 through 3/12/15.

Business

Response:

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

Review: I setup a gym membership with this company. They suggested I meet with a personal trainer and see if the personal trainer could help me get where I desired to be as far as weight and looks. Once they broke down the price amount, I did inform Blaine and his manager [redacted] that I would need to look over my finances before I agree to the trainer. [redacted] insisted that I sign to keep the price and that I could cancel at anytime. Within 24 hrs of me signing the agreement I contact Xperience Fitness and informed them I could not afford the trainer. A representative informed me that was fine and she would update my account. Within a week later they still deducted funds out of my account. As I called Corporate office the man stated that he couldn't handle that location and transferred me to the Brookfield location, but he did stated he saw in the notes on the account that I wanted to cancel.So as I was transferred to the Brookfield location, I asked to speak with the personal trainer manager, [redacted] picked up the phone, and stated "you had 3 days to cancel in writing, you didn't do so. Therefore you can't cancel you trainer." I explained to "I can not afford to pay an additional $440.00 a month. You guys took out some of my rent money as well as made me get and overdraft fee with my bank." [redacted] stated "Thats your problem, you can not cancel to trainer or your gym member ship until the trainer is paid in full." I've tried to contact corporate for the last few days and no one has contacted me back.Desired Settlement: My desired outcome is to get a refund of my $110 and my overdraft fee of $30. Plus I would like to cancel my memebership.

Business

Response:

[redacted]

Review: I was a member of Golds gym and cancelled my membership in April of 2012. Some time after, Golds gym converted to Xperience Fitness. Xperience fitness has been taking automatic withdrawals from my checking account of $10.71 every month on the 15th for daycare. I do not have any documentation of my cancelation with Golds, and Xperience is stating that my account went to collections. I have not realized any of this considering I cancelled. Also, I was not catching the $10.71 withdrawals up until a few weeks ago. I finally touched base with a representative at ABC Financial. They told me without proof of cancelation at Golds, they will not refund me my money and that I have to submit a written letter to cancel my daycare, and payments will stop 30 days after they receive notice. I need my money back, and for this to be resolved asap. I never stepped foot into Xperience Fitness and neither has my son. I feel as if this is Golds Gym's mistake as well, considering they never processed my cancelation, but as for Xperience fitness, they should honor that I have never been a member to their facility, and that my gym account has been inactive for almost two years and see that I have not used any daycare, and should reimburse me. I also feel violated that they have access to my checking account without my authorization, I never was even aware Golds Gym converted!! Please help me!Desired Settlement: I just want all the money theat they have been taking from me! $10.71 a month for the last 19 months is $203.49

Business

Response:

We apologize for any frustration this situation has caused Ms. [redacted]. Although we have no

record of any cancellation request being received for this membership, we have pulled the

account from collections and the membership has been canceled with no further charges and

no further payments due.

The continued withdrawals were for her son's account which remained active as no

cancellation was received. Moving forward, his account has also been set to cancel with no

further charges and no further payments due. A refund of $42.84 was processed on

12/19/2013 for this account.

Review: Over two months ago I was charged for personal training services that I did not receive and agree to. I contacted the main office and was promised a refund and they stated it would be processed in about 21 days. After a month past I recontacted the office and they stated they processed it and it should have arrived. I checked through my bank statements and there was nothing and I also checked the mail daily nothing. After calling again they stated that it should have been sent by mail and to give it a week. So I did and still nothing I called again and was told that I would be receiving a call back momentarily because the agent had to talk to research why it wasn't there. And told him I need some type of clarification why does it take 2 months to process a refund and I have called and left a message to try and resolve this and have been contacted

Business

Response:

Thank you for making us aware of the complaint our customer, [redacted] filed with your office. Our Racine, WI location always strives for excellent customer service, and we appreciate the opportunity to respond. We apologize to Mr. [redacted] for the delay on his refund. Our accounting department will issue and mail a refund check to Mr. [redacted] this week. If there are any complications please contact me at the number below. Once again, we apologize for the delay. We trust that this matter has been amicably resolved, and we will consider this matter closed unless notified otherwise.Thank you for making us aware of the complaint our customer, [redacted] filed with your office. Our Racine, WI location always strives for excellent customer service, and we appreciate the opportunity to respond. We apologize to Mr. [redacted] for the delay on his refund. Our accounting department will issue and mail a refund check to Mr. [redacted] this week. If there are any complications please contact me at the number below. Once again, we apologize for the delay. We trust that this matter has been amicably resolved, and we will consider this matter closed unless notified otherwise.

Review: It all started back in January 2014 I wanted to make a lifestyle change so I joined Xperience fitness. Took the fitness assessment test and they told me I was a good candidate for personal training so I bought a few sessions to try it out. The resolution buster came about a month later my trainer at the time had suggested that I join in the competition and said I needed to purchase a few more sessions so I did. Worked very hard when the results came out I was never on the list of participants. A lot of issues would happen that I would just brush off and keep focused on my weight loss goal in mind. All things aside weight loss was going well I was fallowing everything to a T listening to everything my trainer had to say including when I needed to get more sessions because I was committed I was going to follow through this time. Well that trainer left and I started to train with another trainer this trainer had told me I was running low on sessions which I had thought was weird but I wasn’t counting I was too focused on losing weight and achieving my goal. Couple weeks went on that trainer left… so yet again I started from square one yet again and this trainer also told me I was running low on sessions so I bought a few more even though I don’t have the funds to. I am the only income in my family so at this point I am catching on to the scam that is occurring because I am barely making ends meet with my bills. So I told them that I just bough sessions and I couldn’t afford it at this time. A few weeks later that trainer left at this point I am getting very mad that I have to keep starting all over each time I get a new trainer. I started with another trainer and he was there for a couple weeks and left as well. I decided to try out another location to train at started to train there and they sold me yet another package because I was running low. I thought it was odd that they always sold me a package on their “closing day” because that was the day that they were the lowest price is what I was told so being I had little to no money that is when I needed to get it.. Got tired of the drive so I switched back to the gym I started at because it was right down the road from where I worked.. training was going good didn’t get approached about buying sessions then that trainer got hurt so I started training with yet another trainer and he was very new he was told that he needed to have me sign up for the resolution buster because I would be good at it so he sold me more sessions so I can take part in this competition so at this point I was not going to buy anymore session because I have NO money at this point and should of had enough sessions to finish out what I wanted to… then I was pressured to sign up one more year two weeks later my trainer tells me he is not sure why I just had to buy that many sessions because I already had so many just sitting there unused.. I was floored to find out I had 2 years’ worth of sessions sitting in my account un used and I was training 2-3 times a week. My suspicions of being taken advantage of was true I was an easy target because I was on a mission to hit my goal weight never even knew what they were doing I was an easy sell on their “Closing day” even though I had told them I was stressed out to the max on not having money they didn’t care… there is much more that I didn’t not go into major detail on. I would like a full refund of the sessions of which I was sold that are UN used (on my club OS it states 218 un used sessions). To be refunded at the price in which I bought each different package at. To take advantage of an overweight person who has struggled their whole life and trusted every word this is unacceptable. I will take further steps in this process if needed to ensure the refund.Desired Settlement: I would like a full refund of the sessions of which I was sold that are UN used (on my club OS it states 218 un used sessions). To be refunded at the price in which I bought each different package at.

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: First off I have been a loyal member and so has my family for the past couple of years to Xperience Fitness in Hales Corners WI on HWY 100. One day approximately 1-2 months ago I was contacted by one of there personal trainers at Xperience fitness by the name of [redacted]. He wanted to set up an appointment for me to stop by for an assessment for a personal trainer. Already pondering the idea of hiring a personal trainer before I was contacted by him, I agreed to an appointment. We were able to strike a deal and I paid in full $1,300 that day for approximately 25 training sessions. Pre arranged I had told [redacted] that I was taking a vacation for over 15 days in the beginning of august. He said no problem we will pick up right where we left off when you return and it will not affect your sessions. However he failed to mention that the sessions have an expiration date and I would basically lose out on a chunk of those sessions while on vacation. However that is not the big problem. When I returned from my vacation in West Virginia, where a big portion of my family lives. I had informed [redacted] and there corporate office that I had to move back to West Virginia as soon as possible due to a family emergency and was wondering if they had any locations near my home town that I could transfer the sessions to. They informed me that they did not have any locations near there and they would look into a refund of my $1,300. 2 weeks later after I had contacted them multiple times, they informed me that I will be getting $0 back from the $1,300 I paid. I am a hard working man and know the value of a dollar. This is just another example of big corporations taking advantage of the average person. I feel as if I am making a $1,300 donation to Xperience Fitness. Because that's what it is I am giving them a large amount of money and getting nothing in return.Desired Settlement: Seeing as I had only used 2 sessions with [redacted] and was miss lead in regards to not burning up sessions while on vacation, I feel that I should be entitled to the entire amount back. I feel this way because I have been a dedicated customer since they opened there doors at that location a number of years ago and it is not as if they gave me anything in return for my $1,300 and they are not loosing anything by giving me back my $1,300.

Business

Response:

Re: [redacted] - [redacted]

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

We appreciate Mr. [redacted]'s loyalty to our Hales Corners location over the last year and a half and apologize at the same time that this process took longer than it should. If Mr. [redacted] can provide us with "proof" of relocation/move such as a rental agreement, utility bill etc..We are more than happy to review the information and offer a refund if warranted. Please send "proof" of relocation/move to: Xperience Fitness [redacted]. Attached is Mr. [redacted]'s check in history it seems that he used the club in September? 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: Xperience Fitness purchased the gym that I had been a part of, even though I did not attend the gym for quite some time. When I found out about the purchase, which I did not receive any information that the ownership changed, and did not sign a contract with Experience, I planned to submit my cancellation paperwork, but did not for some time. The reason I did not want to be a part of the gym is because I was under their membership before and I did not like their policies. I was familiar with the practice of submitting paperwork to their main office, since I had to do it in the past.

I submitted my paperwork to their main office around the beginning of April, and when I saw that the money was still being taken out of my account, I contacted the location in Oak Creek WI. I spoke with the manager there and he advised me that he would look into the matter and call me back. When I did not get a call back, I cancelled that bank account. I followed up the next month and spoke with the assistant manager who told me the same thing, and again he did not get back to me. I contacted the main office at this point because I was receiving collection calls from ABC Financial. Experience Fitness told me that because they did not receive the cancellation request, I would have to resubmit it, which I did at the beginning of June, and I would still be responsible for the payments. I had to make a payment so that this matter would not affect my credit, but I do not feel that the matter was handled appropriately. I ended up paying approximately $60 plus an annual fee that I did not know about.Desired Settlement: I would like the annual fee refunded as well as the two months in dues and finance charge refunded.

Business

Response:

Attached is a copy of Mr. [redacted]'s letter to the Revdex.com of Wisconsin.

Review: This complaint is regarding billing already paid for enrollment or dues with this fitness center. I paid my initial $20 and last $20 in April when I joined. I have paid $20 in May and June I asked that my membership be downgraded to the $9.99 membership as I didn't want the added features any longer. I sent an email with that request which put me technically at 8 days that they could pro rate to the 20 dollars a month rate. So I should at that point be credited the extra $10 from my deposit for my last month that I paid up front and the $10 or $4.74 if you want to pro rate the dates. Then July should be $9.99. If I should decide to leave it will be documented that I'm entitled to this amount rather than crediting for months to come because I still have my last month from my deposit. The center is actually trying to force me to not be refunded my overpayment and instead just carry it out as credits to future months and force me to continue to be a member instead of get my refunded amount. Now, they want me to talk to an account manager instead of crediting me what I am owed. I informed them I will be taking it to the Revdex.com.Desired Settlement: I am expecting the refund I am owed of $20. Should they decide they will not honor that I expect that my initial deposit be included in that and my contract voided which would total an additional $9.99 for the last month up front and $9.99 for not using this month at all while this is being sorted totaling $39.98 refunded to me.

Business

Response:

Review: I pay for the memberships for myself and my 2 sisters. On 1/1/15, this gym took it upon themselves to charge my credit card for personal training sessions for my sister, [redacted], after her card was declined for the sale. My sister also cancelled this PT one day after signing up for it which was approx. mid December. I was charged $247.20. I asked for a refund on 1/5/15 and have yet to receive one. when I call I am told it is being handled by their corp office and out of the gym's hands. However, when I leave messages for the corp office, they have the gym call me back instead and then I am again told the gym can do nothing for me. Today I check my card and see 4 pending charges for $39.00 - which I assume is for the yearly fee - however, I only have 3 accounts so why are their 4 charges? I have a home loan pending and have strict instructions not to use my card for 30 days and the gym is jeopardizing that with all their random charges. The customer service received from Eric in the gym was rude and condescending and not at all helpful.Desired Settlement: I have only been a member at this gym since 12/5/14 and it has been nothing but a nightmare. I want a full refund of the $247.20 that is supposedly pending - that is not even for MY services; full refunds on the 4 pending charges for $39.00 and I want my membership canceled effective immediately. I am done with this gym. This is the worst experience I have ever had with a gym. Total refund: $403.20 ASAP as this is affecting my credit score and mortgage application!

Business

Response:

Re: [redacted]

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

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

Xperience Fitness - Hales Corners, WI

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 started working with a personal trainer on January 6th, 2106. When I started I imagined working with a trainer to be the best thing for me. To get myself back on track. I did not think that I would be set back 10 steps. I started with a personal trainer that wasn't the best. She seemed to be annoyed of me from the start. We worked together until the end of March. She left without giving me much to go on. When I went to my next session I met with my next trainer. I was super frustrated because I had to explain my goals, meal training, my experience. I think they should have touched base before I met with [redacted]. During my first session with her she explained to me that I was doing things wrong, and that I would hurt myself doing so. Little did she know I was doing things wrong. I had no idea. I was hurt twice while working with [redacted] and had no idea it was her fault for not correcting what I was doing. I blew out my left knee while working with [redacted]. Also, I was doing a walking plank thing (don't know that correct name of it) and while I was doing this I told [redacted] it was hurting me. I asked three times if I was doing it right. She told me "yes, I was doing it right" each and every time I asked. After that session I was in a ton of pain. I ended up going to the doctor two different times, they did x-rays and said it could be a small hair-line fracture. But, if it was it would fix itself in 4-5 weeks. I wore a brace on it for five weeks. The bump and pain went down a little but it is still a problem. I had a weight restriction of no more than 15 lbs. After the five weeks it was lifted. The more weight I do, the more pain I am in. [redacted] was respectful of that and understood I was in pain when doing weight over that. After working with [redacted] for three weeks she informed me she was leaving. It's so unfair that I spend $259 for a personal trainer plus $20 for a membership. I spent close to $300 a month to better my health. The past four almost five months I have been hurt multiple times, wasted my money with little to no results, lost two personal trainers. I did not sign up for this. When [redacted] said she was leaving she had JJ wacth for 30 minutes of my session. It was so uncomfortable. The first thing he said was "dang girl you smell nice." While [redacted] was giving a demonstration to me JJ was staring at her butt. It was so obvious and uncomfortable. If he was doing that in front of me, what would be do while I was under his "wing". Once he left I told her I DID NOT want to work with him. It's so frustrating continuously getting new trainers. Once I am excited to see progress they leave. She understood, and told me I could get out of my contract because of all the switching of personal trainers. She directed me towards [redacted] and said to talk to him. She said to bring my mother because they tend to bully people and make "girls" fight for it more. I decided to talk to [redacted] with my mother that same day after work. We waited for 1 hour and 15 minutes to talk with him. As we were waiting a young personal trainer named [redacted] came over and talked to us. She asked what we were waiting for. I told her and explained what was going on. She told my mother and myself "I understand your frustrations, it'll be easy to get out of your contract!" Once [redacted] came out he was so rude from the beginning. He talked down to me, wouldn't listen to what I had to say. He told me I couldn't talk to another manager or a person of higher authority because "he was the boss, no one else is the boss of him and the trainers". We talked for ruffly 40-50 minutes. He left multiple times during our talk, came back and talked himself in circles. He wouldn't take me serious, and told me "there's nothing he can do, I am stuck paying $259 a month even if I don't use my training sessions." I told him I didn't want to leave the gym, I just want to stop my personal trainer. I no longer want to do that. I asked what I could do to get out. His response was "nothing you are stuck." After the third time of asking he gave me one contact of to the finance guy. As he left the room with anger he snapped his fingers at another employee saying they needed to find him what he needed. Overall, I am extremely disappointed in this company. They are falling apart from the inside out. I don't want to see how many trainers I would have by the end of this year. I don't think its okay for me to continue to waste my money. I live paycheck to paycheck as it is. If I don't feel like it's worth my money or time I would like to get out of the contract. People get out of contracts every day. I do NOT want to continue to pay for something I am so unhappy about. Two different trainers at two different times told me it would be super easy to get out of my training contract. When bringing that up he said "they shouldn't have told you that". Well they did, so now I think it's going to be easy. And it's been total heck trying to get out.Desired Settlement: Get out of the Personal Training Contract. I no longer want to pay for a personal trainer because of all the reasons above. I am no longer wanting to have a personal trainer. Therefore, I want to stop the monthly payments of $259 a month for the personal trainer. I would like to keep my gym membership there, just stop my personal training contract.

Business

Response:

Re: [redacted]

Review: I have several different actions to report of this business. First issue was that I had cancelled my membership in January of 2014 due to a back injury (4 large tares in my lower back/spine) that was caused by using equipment that was unsafe for any gym member. A machine I had been using broke while in the middle of being used, the amount of weight snapped a cord connecting to the machine which lead to me falling forward at a very intense rate. I had contacted a employee working the front desk and explained of the situation. I was told by a manager that the gym was not responsible for their equipment's shape, and in a contract agreement states that a member shall work out at their own risk. Now working at ones own risk is understandable, but when it comes down to their equipment failing while someone is using that machine, that should be entirely in their favor due to that being held as a safety hazard, a pretty big one if you ask me. Several of their equipment is broke/ wrecked/ and simply falling apart, they make no effort in fixing any equipment which I can not have a part in, whether dealing with an injury or being perfectly healthy. This is one situation that has drove me to removing my membership. Also another situation that took place, is that after I was confirmed about my membership being cancel, I had found out several months later, that my paperwork had never been sent in, therefor, I had a balance that was still existing. This balance also included a new 1 year fee of whatever they charge, and the 4 months of me not knowing my account was still valid. I spoke with the manager of the store along with the GM and I was told that my request for my cancellation was never received. I explained I had spoken with someone from accounting and they took down all the necessary information they needed for a cancellation, I was also informed that the cancellation was indeed confirmed and even gave my gym card back so it may be disposed. the GM claimed that no employee had given me any confirmation of a cancellation, and only quoted that it must be written and sent to their corporate office, and that I had to file a 30 day cancellation notice. All those instructions were followed yet my account was still active. I ran through hoops for about 1 month dealing with their collections and speaking with their corporate office about the situation. They simply advised that I paid the remainder of my balance which happened to be $89.96, because every time a payment was not reached, they would tack on a fee for it being late. I know I am not the only person who has dealt with this situation from this current gym location. Others had written complaints to their website about similar situations and suites trying to be placed on the count of Fraud, seeing that im sure the Revdex.com has seen their share of complaints about this location.Desired Settlement: I am seeking to get a full refund of the amount of $89.96, Or just plane old shut the place down so no others have to deal with the situation I had to go through with them.

Business

Response:

Re: [redacted]

Review: I have sent a cancellation letter via certified mail, electronic receipt requested. This was sent on July 22, 2015. I have checked the USPS to find out that the letter is still sitting in the PO Box and has not been picked up by Xperience Fitness. I called the corporate office today and spoke with a Julie. I asked her how often the mail is picked up from the PO Box and she told me to the best of her knowledge daily. I indicated to her that I did not believe that to be the case since the USPS has it still sitting there.

I then proceeded to tell her that this is a cancellation letter and I want my families accounts canceled.

She then asked it I had a valid email on file, and I responded what did that matter and she said so she could send me a form to fill out. I asked her why this could not be done in the first place and she indicated it was their companies "back up" policy so to speak. This did have me a little irritated as I did pay to have this all sent certified mail, and I did indicate this to her in as much. I asked to speak with a supervisor, Paul, but he was in a meeting. She then said goodbye to me and hung up the phone without ever taking my email address down.

I would like to have my 3 accounts closed, and have copies off all the information that was filled out to do so.Desired Settlement: Cancellation of accounts

Business

Response:

Re: [redacted] - [redacted]

Review: Xperience is the worst gym you can ever sign up for. Basically the gym is there to get as much money out of you as possible.

1. I sent in a letter 30 days ago and called, and fax a letter letting "corporate office," know I no longer interested in there service. Bottomline I am still getting calls from abc financial services, and bills.

2.This business has poor business practices, why can consumers sign up at a gym but you can not disenroll in the program at the gym.

This has taught me a very good lesson I have paid an extra 70 for a membership that I do not use anymore. I tried to reason with Xperience but the staff is unreasonable.Desired Settlement: I would like ABC finanical to not contact me anymore and a refund

Business

Response:

The following documentation is attached to this response: a signed membership agreement

and account notes.

We apologize for Mr. [redacted]'s frustration with the cancellation of his account. Mr. [redacted]'s

membership account has been past due since his 9/30/2013 scheduled payment. As per our

membership terms and conditions and Mr. [redacted]'s signed membership agreement, accounts

that are in default may not be cancelled.

The first cancellation request received for this account was via fax on 10/3/2013. At this time,

Mr. [redacted] was alerted that his account was past due and must be paid before the cancellation

can be processed.

Mr. [redacted] refused to make the payment for this past due balance and sent another

cancellation request on 10/24/2013 via fax. Again, he was advised that the membership cannot

be canceled due to the past due status.

Mr. [redacted]'s account continued to accrue payments and has now been sent to collections for a

total of $88.97. He may contact [redacted] at ###-###-#### to bring his account current. After

the payment is made, his account will be canceled moving forward.