AZ Pool Expert

Re: [redacted] - [redacted]Thank you for making us aware of the complaint our customer, [redacted] filed with your office.  Our Brookfield, WI location always strive for excellent customer service, and we appreciate the opportunity to...

respond.Xperience Fitness has never received a cancellation of membership form from [redacted].  Matter of fact, [redacted] emailed our Corporate Office on 12/6/16 at 11:29am stating she was fully aware of the balance owed ($84.35) and said she would attempt to pay something that month toward her membership.  Attached is a copy of all correspondence that our Corporate Office has had with [redacted] and her acknowledging the past due balance owed to Xperience Fitness.  [redacted] may contact our customer support center to arrange payment ###-###-####.  Thank you.We trust that this has been amicably resolved, and we will consider this matter closed.

Re:  [redacted] - [redacted]Thank you for making us aware of the complaint our former customer, [redacted] filed with your office.  Our Blaine, MN location always strives for excellent customer service, and we appreciate the opportunity to respond.Xperience Fitness has no...

cancellation on file or we have no notes in our data base indicating Mr. [redacted]'s intentions to cancel his membership.  We are more than happy to waive the past due amount owed and cancel his membership A.S.A.P.We trust that this issue has been amicably resolved, and we will consider this matter closed.

[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 [redacted], and find that this resolution is satisfactory to me.  Please let the other party know that A CHECK TO OUR NEW ADDRESS IS PREFERRED, as we have moved and also switched banks. The bank account that they were previously withdrawing has been closed. A check made out to [redacted] and [redacted] and mailed to [redacted] would be our preference. Thanks so much for your help with this matter. Also, thank you for your work in enforcing ethical outcomes among businesses. 
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. Although, I do not believe that I was causing a scene I thank the business for a smooth resolution. 
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

Revdex.com:
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 did make an error typing the date of purchase. I meant to put February of 2017 which is where the 2 came from in November 2nd. Other than that, I completely disagree with this response. In the contract there is no specification of using the training twice per week or an expiration date of any kind. If the sessions expire the customer needs to be made aware and it needs to be in the contract. I would not have signed if I knew that was the case. I was also told I could transfer or gift the membership by Ryan, the [redacted], to another member in an email before I was told they were expired. In the contract it says I cannot transfer the sessions. Why was I told I could? I also was not reached out to multiple times by anyone. A few months back my husband went in to the gym to ask for a refund for the sessions. Ryan said he would submit the request and get back to us. We never heard back. That is why I emailed corporate asking what was going on. I was told by corporate that I would need to speak with Ryan about it so I emailed him. His final response was on 11/17/17 but only with the contract. He did not answer any of the questions that I had asked. Attached is a copy of the contract and the emails that we exchanged showing that he said I could transfer them to another member and that they expire and that I tried to get more information about the situation but was ignored. The frequency that I visited the gym declined after the trainer I was working with couldn't fit me into their schedule anymore which was around May. I tried to get an appointment with him since May ending with no response from the trainer in August. I told him many times I was more than willing to come in if he had morning appointments. I have attached the email telling me his slots are full. I was not offered a different trainer to work with and like I said, I wouldn't have accepted given the chance with this horrible customer service. 
Regards,
Kirsty [redacted]

Re: [redacted] - 7758-48417Thank 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.After reviewing this...

complaint, we have concluded that Ms. [redacted] has not participated in any of the Q Classes nor did she receive a My Zone Belt.  Xperience Fitness will mail a check to Ms. [redacted] for $178.00 to the address on the complaint.  Please allow up to 21 business days.  Thank you.

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

her families' letters of cancellation on 7/22/2015 and were received at the Appleton, WI Post Office on 7/24/2015.  We canceled her families' memberships on 7/28/2015. Please note, per Ms. [redacted] signed membership agreement we have up to 30 days to cancel any membership agreements.  Xperience Fitness was timely with the cancellation and no further dues were billed to Ms. [redacted] account. We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise.

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

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

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]`

I am disappointed it had to come to this, but I have received the response I am satisfied with.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

Re: Kirsty [redacted] - [redacted]Thank you for making us aware of the complaint our customer, Kirsty [redacted] filed with your office.  Our Appleton, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.  Ms. [redacted] purchased the personal...

training session on February 13, 2017 not on November 2, 2017 as stated in her complaint.  We give our members (6) months to use the sessions purchased knowing members that purchased personal training works out at least two times a week with a trainer.  Ms. [redacted] hasn't checked in at our Appleton, WI location since August 21, 2017 and before that it was May 3, 2017.  Ms. [redacted]'s membership will expire on December 23, 2017 we recommend that Ms. [redacted] use the 17 unused personal training sessions within that window.  Our Personal Training Manager has tried reaching out to Ms. [redacted] multiple times including as recently as November 17, 2017.  Xperience Fitness has adjusted the expiration date on the unused session to 12-24-2017 one day after her membership will expire.  Please reach out to our management group at ###-###-#### to set up times to complete your personal training sessions.We trust that this has been amicably resolved, and will consider this matter closed.

According to the contract, I was not contacted by any trainer to schedule sessions in September. I was told that a replacement trainer would work with me if my trainer was not available. I didn't receive any return calls when I did call to schedule. You must provide 30 day notice to end membership and when I realized no one would be responding or contacting me, that is what I did. At that time I was not requesting to end the contract. I am requesting refund for September and October due to Xperience staff breaching their contract.

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

unaware of the insurance provider that Mr. [redacted] claims that Xperience Fitness should be a part of which, pays for his monthly membership dues.  After researching his claim we found that his insurance company is compatible with our reimbursement program.  Xperience Fitness has met Mr. [redacted]'s refund request so we trust that this matter has been amicably resolved, and we will consider this matter closed unless notified otherwise.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I also want to point out that while this document states that, the signing process of the document is very rushed by the staff, and terms are not clearly communicated.
Regards,
[redacted]

Re: [redacted] - [redacted]Thank you for making us aware of the complaint our former customer, [redacted] filed with your office.  Our Woodbury, MN always strives for excellent customer service, and we appreciate the opportunity to respond.The first time we were made aware of Ms. [redacted] and her...

husband's intentions to cancel their membership was on 3-2-2015.  Please see the attachment which outlines the day we first received a fax from Ms. [redacted] wanting to cancel both memberships.  Unless Ms. [redacted] can produce other evidence proving otherwise, we will consider this complaint closed.

Revdex.com and Xperience Fitness:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you for your help in this matter.
[redacted]

[redacted], Your refund would go back to your Visa ending with 4218 if it bounces back to us, we'll then mail you a check.  Thank you!Xperience Fitness - Blaine, MN

It has been brought to our attention that Ms. [redacted] has canceled her membership.  Xperience Fitness will not charge Ms. [redacted] for services not rendered.  Xperience Fitness will refund Ms. [redacted] $327.54 for unused personal training sessions.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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]