AZ Pool Expert

Re: *** E***-*** - ***Thank you for making us aware of the complaint that our customer, *** E***-*** filed with your officeOur Waukesha, WI locations always strives for excellent customer service, and we appreciate the opportunity to respond. We apologize to
Ms. ***-*** that our Corporate Office was first made aware of Nasser-*** intentions to cancel her membership and personal training was on 4-4-2018. We have corrected the problem and have now canceled out Ms. ***-*** membership and personal training agreement. We have issued a refund to go back on the discover card that we have on file. Ms. ***-*** will see that credit within 3-business days. We trust that this has been amicably resolved and will consider this matter closed.

Re: *** A *** - ***Thank you for making us aware of the complaint our customer, *** *** filed with your office. Our Brookfield, WI location always strive for excellent customer service, and we appreciate the opportunity to respond.Please see attached ABC Financial notes. The
first we were made aware of Ms***'s intentions to cancel her membership was on 10-27-15, on notes included with this e-mail. Ms***'s last payment to Xperience Fitness and its billing company was on 8-20-nothing has drafted from Ms***'s account after that date. Even though our billing company attempted to contact Ms*** times between 9-23-to 10-23-because her account was delinquent. Ms*** finally communicated with our billing company on 10-27-when we then first found out about her intent to cancel. Xperience Fitness or there billing company has no letter/record of cancellation from Ms*** just proof of a conversation on 10-27-15.Since Ms*** has not made a payment on her account after 8-20-Xperience Fitness is willing to back date her cancellation to 10-27-15, waive the past due balance and clear her account from collections. No refund will be issued.We trust that this complaint has been amicably resolved, and will consider this matter closed unless notified otherwise.

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

Re: *** - *** N ***Thank you for making us aware of the complaint that our customer, *** N *** filed with your office. Our Racine, WI location always strives for excellent customer service, and we appreciate the opportunity to respond. *** signed up for XF Prime and Q coaching on 01/16. XF Prime:This service includes the one-on-one sessions plus a monthly supply of supplementsThese are itemized out in the way they bill, meaning the sessions bill on one contract and the supplements bill from anotherHer sessions are set to bill biweekly on Fridays and her supplements are set to bill monthly on the 26th of each month.Q:Ms*** Q contract is also itemized out, meaning it has its own contractThat bills monthly on the 16th. As ABC Financial, our billing company tried to pull these payments when they were due, they came back multiples times on multiple seperate occasions as NSFThis then spiraled into a domino effect causing her payments to overlap and clear on random days since ABC Financial continues to try and pull any past due balance. Our Personal Trainer, *** cancelling on Ms*** twice with less than a 9-hour notice is unacceptable and appropriate action has been taken. In regard to Ms*** payment issues, *** did send Ms*** copies of her contracts to help her understand how they were set up to bill. We trust that this has been amicably resolved and will consider this matter closed unless Ms*** has further questions

Re: *** *** - ***Thank you for making us aware of the complaint our customer, *** *** filed with your office. Our West Allis, WI location always strives for excellent customer services, and we appreciate the opportunity to respond.Our notes indicate the first Xperience
Fitness was aware of Ms***'s intentions to cancel her membership where on 8-13-2015, see attachment. Xperience Fitness canceled Ms***'s membership on 8-13-and since she paid her last month upfront at signing, we are more than happy to refund $back to her account on file. Please allow 7-business days. We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise

Re: *** *** - ***Thank you for making us aware of the complaint our customer, *** *** filed with your office. Our Racine, WI location always strive for excellent customer service, and we appreciate the opportunity to respond.Xperience Fitness does sympathize with Ms
***'s loss which has been reiterated to her by our General Manager and our Corporate Office representative. Our correspondence with Ms*** and customer service has been nothing less than exemplary in this matter. Ms*** was requesting a refund and unfortunately Xperience Fitness cannot be held liable in this situation which, was not what Ms*** wanted to hear. Attached with this e-mail is a signed Liability Release Form and a signed Membership Agreement Form outlining the policies which Ms*** agreed too at time of enrollment. Again, we are sorry for this incident a police report has been filed.

Re: *** - *** ***Thank you for making us aware of the complaint our former customer, *** *** filed with your office. Our Greenfield, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.The company disagrees with the
complainant's statement of the facts. The company reviewed surveillance footage of the kid's club incident involving the member's child. The company also showed the member the surveillance footage. Member then produced photos of her child that were and days old after the incident. Photos showed a small rug burn like abrasion over the eye of the child. However, the clearly view-able indisputable camera footage shows that this abrasion could not have possibly happened in our kids clubIn addition, the camera footage shows the complainant's child throwing large blocks at another child barley missing the child's headVideo footage also shows complainant's child aggressively trying to bite and attack another child. The company has been cooperative and has appropriately addressed the unreasonable demands of this member in light of clearly convincing video footage evidence. Xperience Fitness agrees to refund dues on each account for the month of May since member/s didn't use our services. We trust that this complaint has been amicably resolved, and we will consider this matter closed.

Re: *** - *** *** Thank you for making us aware of the complaint our customer, *** *** filed with your office. Our Hales Corners, WI location always strives for excellent customer service, and we appreciate the opportunity to respond Just to clarify, Xperience
Fitness is the same ownership group when our business name was Gold's Gym. We just changed our name and all principle owners are still the same. In our lobby we have a very large "Member information" board that explains members right to transfer or change membership type along with fees, annual fee dates and other policies and procedures set forth by Xperience Fitness to its members. Also, on the board explains our 30-day right to cancel a membership and in which the member is responsible for any dues payment within that time frame. Since Ms*** is unable to use the membership and the remaining time because of her move, we are more than happy to refund the last month that was paid totaling $back to the checking account we have on file. This refund will take - Business daysWe trust that this complaint 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, *** *** filed with your office. Our Greenfield, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.Mr*** is referring to our Kids Club hours for his
child. Our Kids Club hours are posted in our club which Mr*** should have seen prior to signing his child up on a membership. Mr*** is a very good customer of ours so, Xperience Fitness will credit his membership account with (8) months of free membership dues and will cancel out the Kids Club membership.We trust that this matter has been amicably resolved, and we will consider this matter closed unless notified otherwise

Re: *** - *** ***Thank you for making us aware of the complaint our customer, *** *** filed with your office. Our Vadnais Heights, MN location always strives for excellent customer service, and we appreciate the opportunity to respond.We are unsure where Ms*** is
getting these numbers from? We see that she has an inactive account and an account tied to her phone number for Leland that was just canceled. If this is the case, we don't see a charge for a water bottle on his account just monthly charges and for the annual fee which is now being reversed by Ms***. Please forward more information so we can further investigate this matter

Re: *** - *** ***Thank you for making us aware of the complaint our customer, *** *** filed with your office. Our Waukesha, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.Attached is Mr***'s membership agreement and
our 30-day cancellation policy along with his account history that clearly shows Mr***'s account was delinquent at time of cancellation. We require all accounts to be current prior to membership cancellation. Mr*** submitted his cancellation letter one day before his account was set to draft for the February payment. Our 30-day right to cancel states that member is responsible for any payment/s that occur during the 30-day period. We have contacted Mr*** (see attached notes) At this point, Xperience Fitness has cancelled Mr***'s membership and will waive the past due balance owed ($107.48) No refund will be issued. We trust that this complaint 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, *** *** filed with your office. Our Vadnais Heights, MN location always strives for excellent customer service, and we appreciate the opportunity to respond.Xperience Fitness has thousands of personal training clients that are
getting great results using this service. We also understand that a personal trainer is not for everyone such it is in this case. Our Personal Training Manager went above and beyond in attempt to help Ms*** with her nutritional and health concerns but, to no avail as Ms*** canceled her appointment. As Ms*** pointed out in the complaint letter she inquired about a medical or financial freeze on her personal training sessions, which we would have been more than happy to accommodate but instead, Xperience Fitness has decided to relieve Ms*** of all future payments on her personal training agreement. Ms*** has (5) paid personal training session that she can still use. Please contact our Vadnais Heights location to schedule an appointment. ###-###-####.We trust that this has been amicably resolved, and we will consider this matter closed

Thank you again for making us aware of the additional concern Ms*** has. After further investigation, we see that accounts 7770-and were charges a dues payment of $each on 4-28-but the account of 7770-was not charged on 4-28-in which the credit card of file declined. Xperience Fitness will refund the accounts that were charged on 4-28-2017.We trust that this has been amicably resolved, and we will consider this matter now closed.

Thank you for making us aware of the complaint our customer, Michelle *** *** filed with your office. Our Brookfield, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.We apologize to Ms. *** for any miss
communication regarding the annual fee. Xperience Fitness has moved her annual fee to 4-15-16 and it will continue in April each year moving forward we also waived all late and service fees on Ms***'s account. We ask that Ms*** contacts our Corporate Office to update her billing information on file so she can avoid any future late or service fees. ###-###-####We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise

Re: *** *** - ***Thank you for making us aware of the complaint our customer, *** *** filed with your office. Our Woodbury, MN location always strive for excellent customer service, and we appreciate the opportunity to respond.The first time our Corporate Office was made aware
of this situation was on February 9, 2017. We have since processed a full refund for Ms*** that will be refunded to her account on file within 3-business days. We apologize for the delay. We are happy to see that Ms*** is still enjoying the services of Xperience Fitness!We trust that this matter has been amicably resolved, and we will consider this matter closed unless our customer has further questions. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***Fix the sauna the right way Paul informed management a week ago it was no working right told them to get on it so it doesn’t go down like it did as far as cleaning Paul it’s a joke I would like for you to go there and see I would even meet you there to show you what we see as well as other issues that you should address for safety such as worn out equipment

[A default letter is provided ***e which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

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

Re: ***-Kirsty ***As mentioned in our previous response, we have extended the expiration date of the remaining personal training session also, you are welcomed to transfer any unused sessions at any time to a current member. If you wish to transfer the remaining personal training session, please contact our *** *** *** at ###-###-#### and we will make that adjustment. Thank you.Xperience Fitness Appleton, WI

Re: *** - *** ***Thank you for making us aware of the complaint our customer, *** *** filed with your office. Our Vadnais Heights, MN location always strives for excellent customer service, and we appreciate the opportunity to respond.We are unsure where Ms*** is
getting these numbers from? We see that she has an inactive account and an account tied to her phone number for Leland that was just canceled. If this is the case, we don't see a charge for a water bottle on his account just monthly charges and for the annual fee which is now being reversed by Ms***. Please forward more information so we can further investigate this matter