AZ Pool Expert

[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.  Thank you for your time and I appreciate your response.
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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I made several attempts when my account was overdrawn by the financial company that Xperience uses. Why they have no record of my attempts to collect funds that should not have been taken out of my account is beyond me. This did happen and I am sure they have proof of it. I have not used nor will I ever use or recommend there services because of this incident. The reason they have payments until August? Is because it was done illegally. I do not want to persue matters further but I will be forced to if this company insists that I owe them anything further than the cancellation letter that I have sent twice. I will pay for a certified letter-but that is all.
Regards,
[redacted]

Thank you for making us aware of the complaint our customer, [redacted] filed with your office.  Our Menasha, WI location always strives for excellent customer service, and we appreciate the opportunity to respond. Ms. [redacted] stated in the complaint that she canceled her membership....

 We have never received a cancellation letter, e-mail or phone call from Ms. [redacted] indicating her wishes to cancel.  Our membership agreements are month to month with a 30-day written notice to cancel.  I have attached a copy of Ms. [redacted]'s signed agreement and highlighted the cancellation policy she signed off on.  Also, attached are notes from our billing company attempting to contact Ms. [redacted] from January through April 2015 regarding the past due balance on her account which she never responded too.  It is clear that Ms. [redacted] never canceled her membership and filed the complaint only after our billing company turned it over to a collections company.   Xperience Fitness will cancel Ms. [redacted]'s membership, waive the past due balance and pull it from the collections company.We trust that this matter has been amicably resolved, and we will consider this matter closed.

[redacted] - [redacted]Thank you for making us aware of the complaint our former customer, [redacted] filed with your office.  Our West Allis location always strives for excellent customer services, and we appreciate the opportunity to respond. Xperience Fitness apologizes to Ms. [redacted] if...

there was any miscommunication regarding the annual maintenance fee.  Our annual maintenance fee is displayed on the front side of the membership agreement directly above where the customer signs the agreement.  Xperience Fitness also has a large display in out lobby explaining club rule and policies along with our annual maintenance fee and dates.  It is also the consumer’s job to review anything prior to signing an agreement at any business.  With that said, Ms. [redacted] and the other two member have canceled their memberships and will not be using the services of Xperience Fitness so we are happy to accommodate her request and will refund the annual fees on all accounts. We trust that this has been amicably resolved, and we will consider this matter closed.

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.
[redacted],I have never done a complaint like this before but it did tell me not to include my daughters name.  Do you know if this message goes to only us or does it go to the public?  I would love to talk with you about this in person but I'm not sure how I can get my contact information to you.  Do you know?
Regards,
[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.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!!

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.When we signed up it was $5 sign up fee along with 1st and last month dues waived. I cancelled my accounts as told and received notification that they got it. I was told that I will not have any more payments taken out of my accounts since the last month is waived. However 4-27-2017 monthly dues of $21.95 were removed on the 2 accounts and a bill was sent for the third. I called the West allis office who verified that I was correct regarding the promotion and that I needed to talk to a manager but one was not in. I then was told to Notify [redacted] in the Corporate office. I have notified [redacted] via email who really has not help. I also emailed the manger Jamie at the West Allis office and still have not heard anything. I am very frustrated that I keep getting a run around. I would like my 2 withdrawls of $21.95 credited back to my account and the 3rd one that was billed to be removed. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I 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 appreciate the offer of reimbursement of 1 $39.00 charge and I do see the credit for it in my bank account.  I appreciate that, however, I am asking for BOTH $39.00 charges to be reimbursed.  I came in and opened TWO accounts at the same time.  I personally signed for both myself and my husband Jeremy [redacted] using only my ID, I opened both accounts in the twenty minutes I was sitting at the desk.  Neither account was told of the yearly charge fee, nor did I get a tour, nor did I get the deal for signing up (either a towel or a tshirt).  Please reimburse for both accounts that were opened.
Regards,
[redacted]

[redacted] [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]

Mr. [redacted],Please let us know what your daughters full name is so we can investigate this matter.  Thank you. Xperience Fitness Green Bay

Re: [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 services, and we appreciate the opportunity to respond. To date we have never...

received a cancellation letter or e-mail from Mr. [redacted].  On 7-24-2015 was the first time Xperience Fitness was made aware of Mr. [redacted] intentions to cancel his membership.  After months of receiving calls from our billing company Mr. [redacted] failed to respond to them and did a chargeback on his account indicating he was well aware his account was still active.  If Mr. [redacted] would have returned one of multiple calls from our billing company, let them know his intentions were to cancel his membership, Xperience Fitness would not have had to respond to this complaint in the first place.  Xperience Fitness will pull his account from collections status and cancel it out.  No refund.   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, [redacted] filed with your office.  Our Brookfield, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.This is the first time we were made aware of [redacted]'s intentions to...

cancel his membership.  We have never received a cancellation notice from [redacted] and we have no notes in our data base indicating his intentions to cancel.  We have reached out to [redacted] on multiple occasions in attempt to collect his past due balance.  Please see attached documents they confirm the time and dates we attempted to contact him.  [redacted]'s outstanding balance is $316.39 in which we are only asking for $75.00 to clear his account and cancel it.  We feel that this is a reasonable offer that [redacted] should honor.  We ask him to contact our Customer Support Center at ###-###-#### to take care of his outstanding balance and to cancel his membership.

[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]

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

signed membership agreement that she received at the time of enrollment.  Highlighted is our cancellation policy and Corporate mailing address.  On 7/20/2016 was the first time Xperience Fitness was made aware of Ms. [redacted]'s intention to cancel her membership agreement.  At no point prior to 7/20/2016 did Xperience Fitness receive a letter of cancellation from Ms. [redacted] or receive any phone calls to our customer service center.  Xperience Fitness is willing to waive the past due amount owed of $48.99 and her membership has been canceled since 7/20/2016. We trust that this has been amicably resolved, and we 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]

Re: [redacted] - [redacted]Thank you for making us aware of the complaint our customer, [redacted] filed with your office.  Our Menasha, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.Xperience Fitness has never accepted verbal...

membership cancellations over the phone or at a club location.  When members come to the club to cancel their membership we have a very specific way to cancel their account and provide the member with proof of cancellation.  Ms. [redacted] did not review her signed membership agreement and follow the proper cancellation policies and procedures.  It is also apparent that Ms. [redacted] has no intentions in paying her past due amount to Xperience Fitness which is why we are canceling her membership and removing her from our database.We trust that this has been amicably resolved, and we will consider this matter closed.

[redacted] - [redacted]Xperience Fitness was contacted by Ms. [redacted] on November 11, 2016 at 2:56pm.  On that date, we were first made aware of Ms. [redacted]'s intentions to cancel her membership.  Again, our billing company mailed numerous delinquent letters to Ms. [redacted]'s address on file which also matches the address on the complaint she submitted to the Revdex.com of Wisconsin.  But Ms. [redacted] never contacted them nor did she return any phone calls from our billing company which they attempted from January 16, 2015 - May 29, 2016 when her phone number then showed disconnected on our records but, prior to May 29, 2016 Ms. [redacted] never returned any messages left by our billing company.  If Ms. [redacted] would have spoken with our billing company when they first attempted to contact her, this situation would have never happened.  We will use our first contact date of November 11, 2016 as her true cancellation date and since Ms. [redacted] billed once after that date, Xperience Fitness is more than happy to refund the December 2, 2016 dues of $19.99 back to her account on file.  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 customer, [redacted] 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. [redacted] 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 $19.99 back to the checking account we have on file.  This refund will take 7 - 10 Business days. 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, [redacted] filed with your office.  OurBrookfield, WI location always strives for excellent customer service, and we appreciate the opportunity to respond. Unfortunately, we have no notes or records indicating why Ms. [redacted]...

feels that she has been overcharged for services.  We also don't show that Ms. [redacted] had intentions to cancel her membership.  Xperience Fitness has never received a membership cancellation form from Ms. [redacted]