Xperience Fitness

Review: I was informed my "annual fee" would be debited from my bank account on October 15th, 2013. I checked my bank information the morning of October 14th, 2013 to see that (2) fees were debited from my account which caused a check to bounce and me to get an overdraft fee. I called the corporate office as well as the location I started my account at. I didn't receive a call back from either.Desired Settlement: I would like to be refunded the returned check fee as well as the overdraft fee due to this being withdrawn on the wrong day.

Business

Response:

We apologize for Ms. [redacted]'s frustration.

Our records indicate that Ms. [redacted]'s annual fee was drafted on 10/15/2013 as per her

membership agreement.

Ms. [redacted] did leave a message at our Support Center on 10/14/2013. Her call was returned

and a voicemail was left for her at 2:14 pm advising her that our records do not show a draft and that

her annual fee was set to bill on 10/15/2013. She was also given the number for ABC Financial to

discuss the payments and bank fees.

We reiterate that our records (attached) do not show a draft payment on 10/14/2013. Ms. [redacted]

may contact our billing company, ABC Financial at ###-###-#### to further discuss the alleged

charges and overdraft fees.

Review: On September 11th I went into Xperience Fitness and signed up for a membership. This is my first membership with the company and I was excited to become a gym member there. When signing up, I understood that I was paying a one dollar enrollment fee per their promotion along with the first and last months’ dues and from then on I would be paying twenty-one dollars a month. I wasn’t made aware of any other dues that would be charged to me in the future at this time.

September 30th, I went to Xperience to gather information about personal training because I received an e-mail about a promotion going on. I met with [redacted] and she explained all the options of the promotion to me and that it was the last day of the promotion. I was unsure if I could afford it but telling her that she got it so I had a zero dollar down payment and I wouldn’t actually be paying anything until the weekend after my birthday (October 11th-13th) because that’s when I would be paid. Afterwards, I went home and discussed this with my Mom; we crunched numbers and I realized I would in fact not be able to afford the personal training program.

October 1st my mom and I went to Xperience together since I was nervous to cancel with [redacted] the very day after signing up with her because I didn’t want her to be mad. We spoke with [redacted] stating that I was sorry and could not afford the program. She then informed us that I had to fill out a form and mail it in. Directly afterwards, I went home, filled the form out and then dropped it in a postal box to be sure it was sent out that very day.

On October 15th a random fee of forty-one dollars was charged to my bank account from Xperience Fitness and I was charged an over-draft fee of thirty-five dollars since I was unaware of this payment. I called Xperience to verify what the fee was for and found out it was an annual fee everyone was to be charged and let that be, I didn’t want to argue with them about it but I was upset and wanted to cancel out my entire membership with this company.

October 21st I put my membership cancellation form in the same postal drop box but it was after 5pm so it would not have went out until the next morning, October 22nd. I thought I was done with the company and a weight was lifted off my shoulders, so to speak.

Then, on November 4th, a fee of four-hundred and forty-four dollars was charged unknowingly to me and there was another thirty-five dollar overdraft fee for that.

When I went to make a purchase on November 5th the machine read that I had insufficient funds. Perplexed, I checked my bank account and became aware of the large fee that set my account negative and that it was from the gym again! As one could imagine I was very upset that I was wrongly charged that much. I was also very overwhelmed and upset that I wouldn’t be able to afford my winter tires, since my car is rear-wheel drive and would need new tires for the snow that was forecasted, nor would I be able to pay for the tabs that expire this month. Right after the occurrence with my card I called Xperience and explained my situation to the person on the other line and he, [redacted], said to come in and he would help me.

November 6th called to see what [redacted] had found out with no answer or call returned.

Because of there being no communication I thought the problem was being addressed and I should be receiving my money back any day so I would check my bank account periodically. On November 7th a check I had wrote out before all of this posted to my account, and additional over-draft fee was charged and my account was now well beyond the pint of negative.

The next day, November 8th, I still had not seen any change in my bank account being negative so I went back in to Xperience. I talked with [redacted] since [redacted] was gone for the day and she read off a reply e-mail [redacted] and she receive from whomever they contacted. The e-mail said that the post marked date on my cancellation form wasn’t until October 22nd so I was still considered to be in my personal training program. She then e-mailed back that she recalled me coming in to get a form on October 1st and stating that I would send it in that day. She also had me take her card if I had any questions and gave me the number to the back office she was contacting. As soon as I got to my car I called the number and left a voicemail with my name, number and reason for calling. No one ever called me back.

November 9th, called Xperience to see if [redacted] heard anything back, she was out, left a message for her. No call back.

November 11th, fed up with a week of dealing with this and not knowing what was going on I contacted back office and someone actually answered the phone for once but stated that all representatives were busy and asked if I wanted to leave a message. I declined saying that they never call me back anyway.

November 12th got a hold of Rachel who had been e-mailing with [redacted] and [redacted]. She said they never received a personal training cancellation form and would not be able to get out of my contract. I explained to her that I did in fact mail one and she said I had no proof of sending it; they never got it so there was nothing I could do. Later in the day I went to my bank to see if there was anything on their end they could do to help the situation or if there’s was any something I could do through them to stop the unauthorized taking of my money. They helped me to file a dispute against Xperience Fitness and I was excited that there was finally an end in sight.

The next day, November 13th, I met up with [redacted] to get a print out of the e-mail conversation between the Blaine location employees and whomever they had connected with at their back office. Afterwards I decided to call ABC Financial (the company that had been billing me on behalf of Xperience) to see what I could get taken care of through them. I got in contact with a lady named [redacted] who was a lot of help. She informed me that even though my bank statement said that it was ABC Financial billing me it was actually not in their system for my account. She advised that the actual club can transmit bills/payments on the ABC system without the bill/payment actually going through ABC. On top of that, they received my cancellation notice for my entire membership on October 22nd but for some reason my membership was reinstated on the 6th of November, which I had not authorized nor was I aware of this until then. She also mentioned that they do not handle personal training charges; they only handle monthly dues for membership fees. I also noticed that despite having cancelled my membership I was charge twenty-one dollars still for the monthly due even though when I signed up they had me pay first and last month fees. Also, the day I went in to get a membership cancellation form the gentleman at the service desk said that if I sent it in that day I would be within the 30 days to not have to pay the next month.

Today, November 15th, I tried contacting the corporate office once more and for the third time this week with no response. I ended up contacting the Blaine location to see if I could get any clarification from them and I spoke with [redacted]. She informed me that the charge was for the personal training but did not know why it was not in ABC Financials system or whom the charge actually went through. She also had no idea how my membership could have been reinstated after I cancelled. She then tried connecting me with someone in the back office named [redacted] who is in charge of billing accounts. There was no answer and I left her a voicemail.

I am unsure of what to do to move further in this case and have concluded that this corporation is not going to work with me as a consumer. This has not only impacted my financial status but had also caused a great inconvenience in my life. I have now been charge three separate overdraft fees not even due to my own overspending, for the past two weeks I have not been able to make any purchases due to having a negative balance, I was not able to renew my tabs on my car, I also could not afford to put fuel in my tank and had to borrow money from my mother for that and I feel as if I am very stuck in this situation. I am in desperate need of any assistance that may be offered to me from the Revdex.com because this company is not cooperating when it’s just me trying to get answers from them or to settle what it is that is going on.Desired Settlement: I would like to be refunded the personal training charge, the three overdraft charges, would like to be out of the contract and free of any debt from this corporation and the corrections my bank had to make on my behalf.

Business

Response:

Enclosed you'll find signed copies of Ms. [redacted]'s Personal Training Agreement and

Membership Agreement.

The Annual Fee of $41.00 charged to Ms. [redacted]'s back account on 10-15-13 was authorized

and acknowledged by Ms. [redacted]. Please refer to the membership agreement under

"Membership Privileges, Notices, Disclosures & Agreements". You will notice that Ms. [redacted]

initials are next to the Annual Maintenance Fee section.

We have never received a cancellation letter from Ms. [redacted] for her Personal Training

account. Ms. [redacted] did a "charge back" on the November 4th payment ($444.00) so;

Xperience Fitness has never received a payment on her Personal Training Account. As a

curiosity we will cancel out her Personal Training Agreement and waive all future payments. We

will also cancel out Ms. [redacted]'s Membership Agreement and waive her past due amount that

is owed to Xperience Fitness.

Review: I have not been using the club membership so I have cancelled my membership in November , send in a 30 day written notice to cancel your membership agreement. 30 day written notice of cancellation I did let them know at the club and then they gave me a form and asked me to send to a P.O , which I did. I was hoping that they would have received my termination of contract form. but still they continued billing me when I approached Club, they gave me a 1888 number and to contact, they never respond.After that I approached my credit card company, and let them know the issue, My credit card company said they let the vendor know about it, and refunded for a month. even after that xperience fitness charged me. When I revisited my credit card company, they suggested to cancel the old card and order for new one, as I did. After 8 months Xperience fitness Intimidates me to pay for all the month. I donot know why I have to pay when I did not use their club and even after I have informedDesired Settlement: I need justice, I do not want to pay

Business

Response:

Re: [redacted] - [redacted]

This gym is absolutely horrible. It's always over crowded at every time of day except 2am, the place looks as though it has never been cleaned, the staff is friendly to greet you but very quick to have a bad attitude and be rude when asked any questions, the equipment is always broken (at least 3 machines every time I ago), the tanning bed bulbs are never changed which also means they aren't being inspected. Most of the tanning beds are worn out and breaking from lack of maintenance and cleaning. In one of the beds, the hinges are so worn and broken that it barely stays open. Keep in mind if the hinges went out completely while you were cleaning it or something, one of those tops weighs about 400 pounds. Each member is responsible for wiping their bed down when they're done tanning but that doesn't mean they should be neglected and not thoroughly cleaned by staff members. I go multiple times a weak and the beds never get any cleaner. There is sweaty, nasty gunk covering the front of the bed as well as the inside by the radio and buttons, as well as hair wrapped around the bottom and lint everywhere. Its disgusting. I shouldn't feel like I'm going to catch some nasty disease just from going tanning.

Workout experience is average, but beware that these people are like your second landlords. Changing your contract is expensive, and when I moved away I went to cancel and they said they needed 30 days notice and I'll be responsible for all fees for the next month still. Thankfully the annual fee wasn't this month.

Review: In August of 2012 I signed up my assistant for a membership at Xperience Fitness. I already had a membership with the gym. At that time I had $19.99 being charged to my credit card for my membership. When I signed up my assistant they started charging $19.99 to my CHECKING account for her and another $19.99 for me. So I was paying $19.99 TWICE for my membership. I didn't discover this until six months later. I had canceled my assistant's membership in December and they stopped charging me for her $19.99 however they continued to DOUBLE-BILL me. I contacted the company. Sent them copies of my checking account and copies of my credit card statements because they claimed they were only charging my credit card. Xperience Fitness blamed their billing company and told me to call them. I did! The billing company said they were only charging the credit card and blamed Xperience Fitness saying the gym must have set up the deduction locally. In frustration, I cancelled my membership but still expected reimbursement. Neither the billing company or Xperience would reimburse me. They wanted me to resend the papers I already sent.

My membership was cancelled in June and today still another $19.99 is being deducted from my checking account. It has been a FULL YEAR and I can't get anyone to take accountability and reimburse me for this error. I am now owed $19.99 for TWELVE MONTHS of overpayment. It is being deducted from my account at Guardian Credit Union. #xxxxxxxxxx. I am an extremely busy person with an executive position and a single mother of teenagers. I can't imagine a business being this obtuse and ignoring my repeated requests for assistance. Now I have to contact my bank and ask them to not allow this deduction which will probably cost me money to 'stop payment'. This is the first time I have ever complained to Revdex.com.Desired Settlement: $239.88 at a minimum (they probably also charged me maintenance fees but I just need this to stop!!)

Business

Response:

Membership account notes are attached to this response.

We apologize for Ms. [redacted]'s frustration. We had exhausted our resources and we were unable to

locate the additional charges based on the billing information that was provided to us as well as to ABC

Financial, our billing company.

A check has been mailed to the member in the amount of $219.89.

Review: Moved from Milwaukee to Pittsburgh in August of 2012 at which time all services within the city were cancelled. On 7/24/2013, I incurred a gym membership fee for 31.50. While the individuals I spoke with, [redacted] and a membership rep, consistently apologized for the charges, which date back to August of 2012, but refused to refund the most recent charge. I do not want to backtrack into last year, I just want the most recent charge refunded.Desired Settlement: Refund of 31.50, the amount charged in July.

Business

Response:

We refunded Robert the $31.50 he requested and his membership is canceled.

Review: When first signing up for membership at Experience Fitness, you pay for your first and last month dues upfront. This was done when we signed up. We were told that our cancellation would be expedited and would not be responsible for February's dues. March 4 a bill came for February stating we had not paid. We were directed to speak to [redacted] (an employee of Experience Fitness) was incredibly unprofessional, impolite, and ultimately hung up the phone. ABC Financial is the collections company they use, but [redacted] is the one who reports to them.Desired Settlement: Refund of NSF fees, cancellation of membership, and reversal of charges.

Business

Response:

Re: [redacted] - [redacted]

Review: I joined xperience fitness gym (on 5/7) and immediately said I was interested in personal training. I was told a personal trainer would love to meet with me and go over my desired goals and see if they could set me up with personal training sessions. I met with a guy named [redacted] - we spent approx 1 1/2 hours together going over everything involved in personal training. All my goals, what he would do for me including the style of training, the nutrition, the number of times we would meet, etc. [redacted] was a great guy and seemed very knowledgable and good at what he did. I was very happy with the way he made it very clear that "he could help me reach my goals". He broke it down for me as to how long he felt it would take for us to work together and reach those goals. He set me up with a profile page and told me I would need to log in everyday and type in what I was eating so he could monitor my progress. We decided on 3 months at 2x per week to reach my desired goals. I payed $110 that night for my first week and then I signed a contract for 23 more payments of $110 dollars. This is a lot of money and a big decision, but I was very determined to reach my goals before the end of summer. When we were finished talking and doing some measurements and weight. He brought me to the front to take my payment and said we would look at his schedule and schedule in my first official date for training. When we got to the front, he said the computers were down and he couldn't see his schedule but that he would call me later that evening to set it up. He did call me that night and we set up my first session for the following Thursday (my first available day off) which was about 1 week later. He ended the call saying "he was really looking forward to working with me".

The following wednesday evening (the night before I was supposed to have my first session with [redacted]) I got text from a guy who introduced himself as [redacted] from Xperience Fitness - he said he would be my personal trainer and was really looking forward to meeting with me the next day to train. I was really, really confused and also sick with the flu so I didn't respond until the next morning in which I called the gym and asked to speak to [redacted]. He explained that [redacted] had given my name to him thinking he would be great fit for me because of his training style and my goals.

When I questioned why [redacted] wouldn't be training me, he explained that [redacted] isn't actually a personal trainer, but just sets people up for personal training. I was pretty upset and pretty confused, but I really wanted to have personal training. I rescheduled my session with [redacted] for the following week. I still wasn't totally sure that [redacted] even knew what he was talking about so - I did meet with [redacted] 1x and was so incredibly confused and disappointed. He knew nothing about all the goals I had already set with [redacted] - I had to explain everything all over again. He also had a very strict training policy and actually told me if I missed logging in my food journal for more than 3 days he would refuse to train me the next session. I've never heard of anything so crazy. When I went home and explained the whole situation to my parents - they explained to me how wrong what they had done really was. They asked me a lot of questions about [redacted] and how he explained things. He never once said he was not a personal trainer. He always used words like we and I when he talked about helping me reach my goals. He never once said I was signing up for a program and they could change trainers on me at any time (I guess that is in the contract). He 100% made me believe he was going to work with me and train me and help me meet my goals. I was very upset by the whole thing and absolutely was not going to continue with [redacted]. My parents were very very upset because of how I was taken advantage of and for a very large amount of money. My mom and I went into the gym another week later and asked to speak to [redacted] - I wanted to cancel the contract. We explained to the front desk briefly why we were there. We sat and waited in the lobby for 45 minutes. When [redacted] finally came out he came over and asked how he could help us. I said I want to cancel my personal training contract. He immediately said he was sorry about it and it would be no problem to do that. He went to the front desk and got a form and said to fill it out and leave it at the front. I asked specifically about the money and he said it would be no problem, but that it had to go through his boss [redacted] so it could take a few days. I said I would follow up.

Within another couple of days after I had signed the cancellation form another $110 had been withdrawn from my account. We (my mom and I ) made a phone call immediately to [redacted] who said he didn't have control over that part - he said he had emailed and sent the form to the back office (corporate office) and that he would check into it and call us back. He never did. Another $110 came out another week later. We finally found a spot to send a complaint email into corporate as well as got a phone number to corporate.

We spoke with someone at corporate who made it seem like she would help fix the situation immediately - she had read the email and they were looking into it and would get back to us. (that didn't happen)

Then a few days more has gone by and we get a call from [redacted] and [redacted] at Xperience in Blaine - basically telling us that corporate asked them to call and let us know that there wasn't really anything they could do for me- that the contract couldn't actually be cancelled because it was way past the 3 day window of time to cancel. I explained in detail that I didn't even have the knowledge that [redacted] would not be my trainer and that my whole appointment was hugely misleading until almost 1 week after I signed the contract. (that when I got the text from [redacted]) They absolutely were not honest nor did they disclose any of the details of the contract - nor did [redacted] ever tell me he would be setting me up with another trainer. They were now trying to explain to me that I signed up for a program - not a specific trainer! Wow! As you can well imagine, I was so upset. And by now another $110 is gone from my account.

My mom called corporate the next day and talked with a girl named [redacted] - this time we thought we were really gonna get somewhere. She apologized for what had happened, said it wasn't right and was going to try to remedy this by noon that day. She said she had everything in front of her and had a meeting with her boss at 11 that day.

We got a call back around 1 pm and she had a few other questions. She also said she was making sure she had a copy of the cancellation form. She asked for more time and would call us back again.

When she finally called back several hours later she explained that they wanted to help me and would waive all my past due training fee's and get me set up with a new trainer named [redacted] and also throw in some free sessions to help me reach my goals. Now she was trying to sell me on training and reaching my goals. I was very, very upset and explained that I have zero desire to ever be in that gym again after how they have handled this.

The next day I got a call from [redacted] at the gym who left me a message wanting to know when I'd like to come in and set up some training and get the contract fulfilled. Wow again - Im in shock !!

My mom and I went in the next day and filled out a cancelation form for my gym member ship.

By the way - I cancelled my credit card that they had on file and my bank is now working on a dispute to help me get back at least 1/2 of my money they've already taken.

[redacted] called again the next day with a message telling me I cannot cancel my membership because I currently have an unfulfilled personal training contract still in affect.

Just to clarify - [redacted] who was the guy who did all this was also the guy who gave me the cancelation form to fill out - (almost 3 weeks later). They (blaine gym) are also the ones who said it's out of their hands and forwarded that cancelation form to Corporate to have it processed. Now they are going back on that and saying they actually changed their minds and won't let me cancel.

Im upset knowing that this may now affect my credit if they continue to go after my money and then send it to a collections agency.Desired Settlement: I would like both my personal training and my membership contracts cancelled. I would also like a refund for all the monies that have been taken.

Business

Response:

Re: [redacted]

Review: I have requested a cancelation of my month to month contract numerous times since January 2014, and now they are trying to collect membership fees and late charges against an account that I haven't used in over six months and tried to cancel. Ive sent letters to the PO box that they have posted without any resolution.Desired Settlement: cancellation of contract and no additional fees paid for services not used.

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.

As long as they hold up to the agreement of canceling my membership without the fees or payments for services not utilized I'm fine with it.

Review: Approximately 10 months ago my roommate had given xperience fitness my phone number(without my consent). Needless to say I have asked the company several times to remove my number from there calling list and they continue to harass me with phone calls with promotions I am not interested. I am very frustrated they are not respecting my wishes.Desired Settlement: I want my number deleted from my phone list!

Business

Response:

Re: [redacted]

Thank you for this opportunity to respond to Ms [redacted]’s concern. We apologize that action was not taken immediately when Ms. [redacted] requested Xperience Fitness to remove her phone number from our database. Ms. [redacted]’s information has been deleted as of March 10, 2014 she will no longer receive phone calls from Xperience Fitness, again we apologize for the incontinence. We trust that this matter has been amicably resolved, and we will consider this matter closed unless notified otherwise.

Xperience Fitness - Appleton, WI

Review: Almost a year and a half ago I received notice that billing was incorrect on my account with Xperience fitness. My wife and I at the time both had memberships. Both of our credit cards were previously re-issues with different numbers, etc as part of the Target data breach. I called Xperience shortly after receiving the letter to correct the issue. I cannot remember if I asked the representative at the same time or not to cancel my account (but leave my wife's active). They should have recording of this conversation. Nonetheless, the billing problem should have been fixed. However, today I received a call that there is a billing issue outstanding on my account and that I need to pay ASAP or go to collections. There was no additional notifications of any issue within the last 16 months or so from Xperience. I would not expect that a reputable business sit 16 months on a billing dispute and then threaten to refer an individual for collections.

I have been paying for one membership for the last 16 months or so and this matches our usage. I do not leverage their services, nor do I wish to. My wife is the only one who does. Had they notified me 15-16 months ago that an issue was still outstanding, I would have promptly corrected it. Instead, they expect me to pay 16 months or so of back-billing in addition to what I've already been automatically been billed.Desired Settlement: I want to make sure every account I have with Xperience is cancelled. They can keep the money for the one account I've been paying for. I want them to drop any charges associated to the second account that they either failed to cancel or update billing for.

Business

Response:

Thank you for making us aware of the complaint our member, [redacted] filed with your office. Our Hales Corners, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.Attached are (4) pages of dates and times that our billing company tried to reach out to Mr. [redacted]'s wife attempting to correct the billing problem on her account which dates back to 5-19-2014. We are unsure if the phone number on her account was wrong or if they elected to ignore the phone calls. Mr. [redacted] claims he updated the monthly billing method on his, and his wife's account through ABC Financial (Xperience Fitness's billing company) on 6-2-2014. Which was true but, Mr. [redacted]'s wife's account was never updated and this could have been a simple mistake on ABC's end but we cannot confirm that. Mr. [redacted] also claims that he canceled his membership at the time he updated billing with ABC. If that was the case, our billing company is under a strict policy never to accept membership cancellations over the phone and would have instructed Mr. [redacted] to mail a cancellation letter directly to them, which ABC or Xperience Fitness has no record of receiving. Since Mr. [redacted] has not use Xperience Fitness for quite some time, we will apply the dues he paid on his membership to his wife's account to bring it out of collection status and then Xperience Fitness will cancel both accounts. We trust that this complaint has been amicably resolved, and will consider it closed unless notified otherwise.

Review: I had a gym membership that's was great. I stop going due to the lack of free time around March/April. I called the West Allis office and asked what I needed to do to cancel. They said I can come in and sign a cancelation form. I went the same day I called and did so. Here it is August and Xperience is still taking money out of my account. Money that I can't afford to not haveDesired Settlement: I need a refund for the money they took that shouldn't have. And I need them to never touch my bank account again

Business

Response:

Re: [redacted] - [redacted]

Review: I signed up with Xperience Fitness on June 7, 2013 (I know this because I did it on my birthday). I am fine with the monthly charges, that is what I signed for. Due to the stuff with Target, I was notified that I had to get a new card from my bank and I had no choice in the matter. They sent out a new card stating my old card was going to be deactivated on such and such date and gave me no opportunity to keep my card. So I activated my new card, forgetting that I had the charge for Xperience going on to that TCF card. I got reminders from Xperience that it needed to be updated. On 03/18/2014, I went up to the Blaine, MN location to give my new card information. When I arrived, I told an older women (probably 40's), white and with short dark hair, that I needed to change my card information. She said ok and, without any prompting from me, she asked me if I had to change it because of the stuff with Target. I said yes. She told me, and I quote, "what you will need to do is contact ABC and have them reimburse you for the charges (late fee and service charge)." At this time I also asked her what the protocol was to cancel my membership and she gave me the form with my account number written on it and told me to mail it to the address on the sheet, which she circled. She then proceeded to take my new card and charge the monthly bill on it. On the back of my receipt, she wrote the number for ABC. When I called ABC, I was told that because she charged my account, they could only credit me instead of reimburse me the extra charges. I was told I needed to go back to the location I made the payment at and they would have to refund the extra fees. I called the Blaine location and I was told that I would have to call the main office. I called on 03/20/2014 and left a message (won't lie, it was kind of snotty because I was sick of the run around I am getting from this company), to which I got no response. So I called again today, 03/24/2014. I was told by the person who takes care of the Minnesota locations that because it was already charged and because I signed the agreement, that there was nothing they could do and a credit was on my account through July. At this point, I'm quite angry! I told her that I didn't even prompt that women to ask about why I was changing my card, I was asked out of no where and told it would be taken care of. She still would do nothing, wont lie again, I swore at her and hung up. I tried to contact the Blaine location again and they keep telling me I have to talk to the customer care office. They stated it must have just been a misunderstanding by the employee. I am sorry, but $40 is a little bit much for a "misunderstanding!"

If I had asked about it or if the mistake was mine (like my card expired and I just didn't change it), I would have no problem, but with being asked and then told what would happen by an employee of the company, this is not acceptable.Desired Settlement: All I want is to be given back what I was told I would get without any prompting on my part, the refund of the added fees and to have my account closed out, never to be bothered by Xperience again

Business

Response:

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

Members are responsible for paying their dues on time. This complaint derived from the problems that Target had recently and we're confident that if Target didn't have this problem Ms. [redacted] would have never filed this complaint. With that said; Xperience Fitness will not tolerated the type of unprofessionalism and verbal abuse Ms. [redacted] displayed with our employees. Xperience Fitness will refund dues that were prepaid on March 20th totaling $10.70 and our billing company has refunded the $19.50 Service Fee and $9.50 Late Fee charge already.

Review: The problem is $78.49 was taken from my checking account by Xperience Fitness on October 16. This was only supposed to be a $39 yearly maintenance fee. I called [redacted] and was told that in addition to the $39 fee, there was also the October membership fee ($19.99), and a non sufficient fund fee ($19.50) tacked on there as well. Now, when I signed up I paid cash for the first and last month totaling $43. I went back a few weeks later to use the facility and discovered my membership had never been activated. I had to go back again during the week to speak with a manager, [redacted], and it took almost 2 hours to get things straightened out due to the person who signed me up ([redacted]) having just been termi[redacted]d and having pocketed my cash. September's draft came back as an NSF, and I called in and was transferred to "the back office" and requested to have the NSF fee waived due the the earlier inconvenience when I joined. Instead of refunding the amount, I was told (and I did not get a name, as I did not expect to have any further problems) that they would waive October's monthly membership fee. This did not happen, as I was charged with the monthly amount and an NSF.

Now I called [redacted] and spoke with her on Monday October 19th, and explained the situation. She said she would need to talk to [redacted] to get more information to see what she could do. This is now Thursday, October 22, and I had heard nothing. I called [redacted] again, and was told she was still waiting to hear from [redacted], and had no further information, didn't know what could be done with the refund, couldn't tell me when she would be meeting with her managers to discuss all of this. I asked to be transferred to her supervisor, Paul Deline, and left him a message. I then called the [redacted] Xperience and asked to speak to [redacted], who was standing right there, and had no problems answering the phone, and he stated that he knew nothing about anything going on and hadn't spoken with [redacted] about my issue. He had just spoken with her yesterday about something else, and said she never has issues getting in touch with him. I then called [redacted] back and let her know I had no issue speaking with [redacted], and asked again for a date I could expect to hear from her regarding the refund. She again refused to give me one, stating they meet at random times, and it couldn't be predicted. I asked her if there was anything else I can do to speed this along as I want to be done with the company, and while I did not want to, I could file a complaint with the Revdex.com. She immediately became very defensive, and we ended the conversation with nothing resolved.

I still have no date on when I can expect this resolved. I haven't even used the facility, and have had nothing but issues. I am filing this complaint because I want to be done with the company, and do not want to be strung along while someone drags their feet.Desired Settlement: I want the $78.49 refunded to my checking account, my membership terminated effective immediately, and nothing more to do with this company.

Business

Response:

Thank you for making us aware of the complaint our former customer, [redacted] filed with your office. Our [redacted], WI location always strives for excellent customer service, and we appreciate the opportunity to respond. In cases like this Xperience Fitness has to investigate all avenues especially when there our claims of employee theft. Xperience Fitness was unaware of any promises made to Ms. [redacted] to waive monthly fees since that decision can only be made at the Corporate level. We are sorry for any inconveniences placed on Ms. [redacted]. Ms. [redacted] did a "charge back" on her credit card which in return Xperience Fitness will not be refunding her.We trust that this matter has been amicably resolved, and we will consider this matter closed unless notified otherwise.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have not received my money back, and am most definitely not satisfied. I told [redacted] in our first conversation, that after reading of the others being led around and around to try and get their money refunded, I had filed a dispute with my bank, hoping that this would get their attention more quickly. In the dispute they were not able to do anything more than look at the original contract, and so they just let me know they were unable to decide in my favor based on that. There were many more details involved as I stated in my original complaint. It is very interesting that they make the claim they investigate every accusation of employee theft, but did not mention that they are not able to look in to anything if they fired the employee in question the day before I was able to bring that matter to their attention, due to "issues with her background check" as [redacted] told me. One would think a background check is done before you start working, but then again with the other unethical practices going on at this place it really isn't a surprise. At this point, they have been paid, but my money has not been refunded (which was why they were not refunding in the first place.) So now that that part has been taken care of, I fully expect to be refunded, as their original response is now void.

Regards,

Business

Response:

We again apologize to Ms. [redacted] for her frustrations over membership issues at our [redacted] location. At this time we cannot refund Ms. [redacted] the $78.49 that she previously requested. As mentioned in our last reply, Ms. [redacted] has issued a "charge back" through her bank for the $78.49 that was withdrawn from the [redacted] we have on file. Attached is communication between myself and ABC Financial (Xperience Fitness billing company) informing them NOT to dispute the $78.49 charge and allow it to back into Ms. [redacted] account. This will take 5 - 10 business days. If Ms. [redacted] has any further questions or concerns she may contact me directly at the phone number below.In good health,

Review: I cancelled my membership months ago, and then today I received an email from an employee asking me to rejoin - but he sent the same email to many other former members and didn't hide our email addresses! My private email address was out there for everyone to see.Desired Settlement: Wipe my contact information from the system. I don't want anymore emails or phone calls from Xperience Fitness. I especially don't want my contact information out there for everyone to see!

Business

Response:

[redacted]Thank you for making us aware of the complaint our former

customer, [redacted] filed with your office. Our Appleton, WI location

always strives for excellent customer service, and we appreciate the

opportunity to respond.

We greatly apologize to Ms. [redacted] for the mistake our

employee made and we have deleted Ms. [redacted]'s phone number and email address

from all of her past accounts. If Ms. [redacted] has any problems moving

forward she can contact me directly at the number provide below. Once

again, we are very sorry that this happened.

We trust that this matter has been amicably resolved, and

we will consider this matter closed unless notified otherwise.

In good health,

Paul D[redacted]

Review: My husband and I signed up for a membership with xperience on January 30th. The initial charge was 78.98 each and 9.99 each per month thereafter. On April 15th, they charged me not only our monthly fees, but two 39.00 fees. I called the number on my credit card statement and they told me that was the annual fee and I initialed for it on the contract. I don't dispute that I was told about an annual fee; however, the gentleman that signed me up did not mention that it would happen after only 3 months. I tried calling several different club numbers without any assistance. I was unable to find a corporate number, nor would any of their reps share that with me. I plan to file a dispute with my credit card company if I am unable to get a resolution from Xperience.Desired Settlement: I would like my 39.00 fee (as well as my husbands) refunded and I will then cancel my membership in writing per the agreement.

Business

Response:

Re: [redacted]

Review: Cancellation can not made by phone nor in person, they demand you mail a certified letter to the Appleton office, then they demand you have a phone they can call to confirm cancellation.

they told me I could cancel at any time and did not disclose that it would be near impossible for some without a phone, or that I would have to jump through numerous hoops to cancel.Desired Settlement: For consumers to be able to cancel in person with ID, or by phone with last four digits of social security number.

Consumer

Response:

I have not heard from this company, they have not attempted to contact me, the issue is not resolved.

Business

Response:

We are sorry for Ms. [redacted]'s frustration with our cancellation policy.

As you can see from Ms. [redacted]'s signed membership agreement, she initialed that she understood and

agreed to the cancelation policy therein.

Sending a cancellation via certified mail is suggested as members are then able to track their mail piece.

Including a phone number is only necessary for members who wish to have their cancellation requests

confirmed.

To date, we have not received a cancellation request from Ms. [redacted]. She may fax her cancellation

request to ###-###-####

or

Submit it via mail to:

Xperience Fitness

Review: Xperience fitness is down right the worst gym you can sign up for! I had signed up about a year for the $20 membership a month. I gave them all my bank information so that it could be automatically withdrawled from account each month. But each month I got a late fee saying it could not pull it from my bank so I called the company repeatedly and when I got to them they had all my bank account information wrong. So I give them the correct information and fax what the blaine gym had on file for my account and each month I got a late fee every time I called in the information was still wrong. This went on for nine months! And they never removed the late fee for they're repeated mistake. Than I think it was june 2013 I had forty dollars for the gym membership and late fee which again they did not remove. So at this time I told the company take the FULL amount of what was owened on the account and sent it a letter of cancellation with the company stating I wanted out do to lack of service. They received the cancellation request before the fifth of the next month, but yet I was still getting billed stating they had not received the 60 dollars in june. I sent over my bank statement confirming this I don't know how many times with no response. So membership fee's and late fee's started getting added to my account. Finally I gave up and called the company and told them to take the 80 something dollars and proceed with my cancellation. I requested a confirmation letter be sent to me that everything was paid and my membership was cancelled. Never received it I had to get that from ABC financial who were very nice and seemed just as fed up with Xperiece fitness as I was! Not only that after I had paid everything off and got the letter from ABC financial I got collection calls for the next three months adding on to the 80 dollars I already paid. I did not pay the collection agency. I sat on the phone for countless hours with xperience fitness just telling them to give the collection agency a call to resolve the isssue, but they never did. Therefore I contacted ABC financial and they confirmed with the collection agency that everything had been cleared up three months ago and that my membership had been sucessfully cancelled for there month. Which can't happen inless I have paid everything on my account. I have persoanlly sent them a long letter through the mail with no response.Desired Settlement: Well first off I would love an apology from this company for the repeated lack of service. And be refunded $80 dollars for the extra 60 dollars that they took out of my account twice and the additional $20 late fee I incurred trying to get it resolved.

Business

Response:

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

notes and invoice history.

We are sorry for any frustration the billing issue has caused Ms. [redacted]. Unfortunately, the routing

number provided to Xperience Fitness to automatically draft her checking account was incorrect. For

this reason, Xperience Fitness was unable to draft the dues for Ms. [redacted]'s membership each month.

As you can see from the notes on Ms. [redacted]'s account, our billing representatives had attempted to

contact her several times to clear up the billing issue. Many of these attempts were not responded to.

Ms. [redacted] also did not attempt at any point to update her billing information with our collections

department. She continued to make payments directly at the club, after the invoice date, which caused

the additional fees.

Ms. [redacted] did not provide us with a bank statement until October 3, 2013. In which a transaction of

$41.58 was circled, that Ms. [redacted] claimed to be from Xperience Fitness. This was not an amount we

had not debited from her account, nor were we able to as incorrect billing information was still on file.

She had been advised to review this particular charge with her bank.

On October 4, 2013 a payment of $82.19 for the past due balance was applied to the account. Ms.

[redacted]'s membership has been canceled with no further charges.

Consumer

Response:

Review: On 11/02/15 my husband and I signed up for $19.95 memberships and I signed up for personal training. I was told Xperience would deduct $116.00 every other week for said training. After further review of the contract at home, I discovered they would be deducting $119.48 every other week. On 11/04/15 I called and left a message for [redacted] to call me, since he signed me up. [redacted] did not call me back on 11/04/15. I called again on 11/05/15, left one message and called back again before finally speaking with him. I explained my concern about this price. He explained the additional amount was due to finance charges. He stated "didn't I discussed with you, to which I answered he did not. He asked how could he rectify this and I stated that $116.00 every other week was preferable. So [redacted] executed another contract and when I received it the cost went from $2,864.04 to $4,176.00. I found this totally unacceptable. Called [redacted] back and told him to cancel my husband's membership, reduce my membership to $9.95 and restore the original contact. Because that was the only way I could afford it. Needless to say he was not happy with this and also told me he would not contact the finance company again and stated we would proceed for 6 months at $116.00 every other week. Unfortunately I have nothing in writing to back this up. Also, I had contacted him within the 3 days to discuss all of this but he did not call me back in a timely manner.Desired Settlement: Want restoration of original Training Agreement dated 11/02/2015. NOT asking for a refund.

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.This was a matter of miscommunication on both parties which has been recently cleared up. Our [redacted] will be training her team on bettering their communication skills so this does not happen again. We obviously strive to be a transparent in every aspect of our business. Ms. [redacted] and her husband are great members and we plan on making sure of that for years to come. If Ms. [redacted] has any more questions or concern she may contact our General Manage or myself directly. In closing, we would like to say thank you to both of them for being members at Xperience Fitness!!

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,