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 helping me resolve this matter. 
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,
Michael [redacted]

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 [redacted] has issued a "charge back" through her bank for the $78.49 that was withdrawn from the [redacted] we have on file.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,[redacted]
[redacted]Xperience Fitness - MN/WI###-###-####

Re: [redacted] A [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.Please see attached ABC Financial notes.  The...

first we were made aware of Ms. [redacted]'s intentions to cancel her membership was on 10-27-15, on notes included with this e-mail.  Ms. [redacted]'s last payment to Xperience Fitness and its billing company was on 8-20-15 nothing has drafted from Ms. [redacted]'s account after that date.  Even though our billing company attempted to contact Ms. [redacted] 33 times between 9-23-15 to 10-23-2015 because her account was delinquent.  Ms. [redacted] finally communicated with our billing company on 10-27-15 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. [redacted] just proof of a conversation on 10-27-15.Since Ms. [redacted] has not made a payment on her account after 8-20-15 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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Thank you again for making us aware of the concerns, [redacted] has.  Our goal is to make sure we work with our current and former clients to come up with a compromise with any dispute. Xperience Fitness has no record of a membership cancellation letter from [redacted] or from her husband Jonathan [redacted].  If Ms. [redacted] provide us with proof of said cancellation, we would consider this matter closed.  Both accounts have an outstanding unpaid balance of $117.96 each totaling $235.92.  Xperience Fitness is willing to compromise with $117.96, half of the total amount due.  After receiving payment, both account would be removed from collections status and canceled permanently.Please contact our Customer Support Center to make final payment.  Thank you.  ###-###-####

I have left Ms. [redacted] a voicemail and waiting for a return call.  [redacted]
Director of Member RelationsXperience Fitness920-886-2796

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 am wondering why the account was sent to collections in the first place. The e-mail I received on 8/19/2016 had stated that if I did not call within five days of receiving the e-mail, then the amount would be turned over to collections. I called the representative who had sent me the e-mail that same day. I also filed my complaint which was received by Xperience Fitness before that five day period had ended. I do not want this mishap to negatively impact my credit.
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]

Re: [redacted]-Kirsty [redacted]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 [redacted] at ###-###-#### and we will make that adjustment.  Thank you.Xperience Fitness Appleton, WI

Re: [redacted] - [redacted]It is a very rare occasion when are company has no other choice than to cancel a current members account. In this case, Mr. [redacted] was so much of a chronic complainer that his negativity filtered to our member base. We felt by removing Mr. [redacted] from our business it would improve all of our current member's experience. The Outagamie Health Department was at our facility recently and extended our pool license for another year and at that time did a walk through. We received a call from the Outagamie Health Department yesterday which they agreed there was no reason for them to stop by for an audit.  In closing; we are very proud of our Revdex.com Accreditation. It has been a wonderful relationship with the Revdex.com of Wisconsin and we work very hard to keep our Revdex.com rating at A-.  We will consider this matter closed.

[redacted],Our company processes refunds twice a month, mid-month and at the of each month.  Your refund was processed on February 13, 2018 and will be sent to you via mail on February 15, 2018.  Thank you.Xperience Fitness

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.Attached is Mr. [redacted]'s membership agreement and...

our 30-day cancellation policy along with his account history that clearly shows Mr. [redacted]'s account was delinquent at time of cancellation.  We require all accounts to be current prior to membership cancellation.  Mr. [redacted] 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. [redacted] (see attached notes) At this point, Xperience Fitness has cancelled Mr. [redacted]'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, [redacted] filed with your office. Our Racine, WI location always strives for excellent customer service, and we appreciate the opportunity to respond. We apologize to Mr. [redacted] for the delay on his refund. Our accounting department...

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

Re: [redacted] A. [redacted] - [redacted]If a member doesn't submit a cancellation notification to Xperience Fitness either by mail, e-mail, live chat or by visiting the club and completing a cancellation form, we have no way to know that the members intentions are to cancel their membership so our billing process continues.  This is not fraudulent activity on the part of Xperience Fitness.  This falls on the member complying with our cancellation policy to assure themselves that their membership is canceled.

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.]
Regards,
[redacted]

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 service, and we appreciate the opportunity to respond.To date our Corporate Office has not received a...

cancellation letter from Ms. [redacted] nor are there notes in our database indicating Ms. [redacted]'s intentions to cancel her membership with Xperience Fitness.  Xperience Fitness has canceled Ms. [redacted] membership as of today, December 18, 2015. We trust that this complaint 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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  And I have attached one document with information supporting my claim, FYI.
Thank you for allowing me to
respond to the information Xperience Fitness (XP) submitted to the Revdex.com.  I am now even more concerned with the
unethical tactics XP chooses as part of their business practices.  I take issue with several of the comments
they made that could lead to other legal action now.
1.  XP states no other client has complained
besides me.  That is not accurate.  I believe it was on Yelp or somewhere on
Google where I saw other and similar complaints, and I believe the same for the
dozens of complaints about XP here on the Revdex.com.
2.  XP attached a copy of only one of the
personal training contracts they claim I signed, although they also claim I
signed two personal training contracts. 
If I did sign two, why weren’t both submitted to the Revdex.com to support
their claim?
3.  XP claims I was fully aware of the terms and
conditions that I supposedly signed off on. 
I was not made aware of what I supposedly signed.  And, this does not explain away the unethical
sneakiness of their personal trainers ([redacted] B. the assistant personal training
manager who I was told was let go, and [redacted], my trainer), of smooth talking
quickly around me, the client, and not informing me of my 90+ personal training
session commitment I supposedly was aware of. 
If, as XP’s response to this complaint is true that they always strive
for excellent customer service, and that they pride themselves on
professionalism/ethical business practices, why didn’t [redacted] and [redacted] remind me
and alert me to the fact that I supposedly signed the agreement for ALL of the
90 sessions?  I was initially hesitant to
have any training sessions since I knew I was in school for my master’s and had
limited funds.  [redacted] B. knew this from
the start, and he still swindled me. 
[redacted] knew this from the first training session, and I mentioned this to
[redacted] throughout the entire time I had sessions with him.  Not once did these two employees ever stand
up and display the professionalism and ethical practices XP is now claiming
they possess which is something they strive for.  [redacted] and [redacted] had the responsibility to,
after each time I mentioned limited funds/limited training sessions, stand up
and say something to me, to remind me that I supposedly signed a contract for 90+
sessions.  [redacted] and [redacted] did not display
the professionalism and ethical practices they claim to have across their
business lines.
4.  This brings me to the most disturbing piece
of information for this situation – the copy of the one contract XP provided in
their response to my Revdex.com claim.  If you
look closely on the copy of the document they submitted to the Revdex.com, the bottom
left-hand shows a signature that is supposedly mine with a date of
6/18/2015.  That is NOT my signature on
that document – they (mostly likely [redacted] or [redacted]) signed my name which is
completely fraudulent!  A little further
up the right-side of the document, above the words “REQUIRED FOR ALL EFT AND
CREDIT CARD DRAFT ACCOUNTS”, you will see a line with a date of 6/18/2015, and
to the left of that date, it looks what appears to supposedly be my signature
as it looks like there is only an “N” and a “G” showing.  Above this, you will find two lines with
initials that are supposedly mine, but they are not my initials in my own
handwriting.
I have supplied supporting documents
to prove to you that I did not sign my name on the contract XP provided
you.  These supporting documents will
show that my signature has remained the same over the years (earliest document
I submitted is 13 years old with the same signature).  First, I do not write my name as small as it
is written on the XP contract.  Second, I
do not (and never have) write my initials as they are presented on the XP
contract.  Page 1 of my supporting
document is my normal membership agreement I signed on 4/26/2015.  You will see my signature twice here that is
not anything like my signature on the contact XP provided you.  On this membership agreement, you will see
how my three-letter initials are written with the “N” and the “G” written quite
differently than the two-letter initials [redacted] or [redacted] (or someone from XP)
wrote in on the contact XP submitted to you. 
Page two is the paper given to me with my personal training
complimentary assessment with the date on there as 5-5-2015, the date I met with
[redacted].  Since I met with [redacted] on
5-5-2015 and signed up right away for limited sessions (where I did see [redacted]
soon thereafter), why would I supposedly wait until 6-18-2015 (the date on the
contract XP submitted) to sign the personal training document?  Wouldn’t it be wrong and unprofessional to
allow me to start with personal training sessions prior to having the contract
signed on 6-18-2015?  Page three shows my
supporting data proving to you my signature has not changed, as evidenced in
the check copies from this month and from almost 1 year ago (April 2015, the
same month I signed my membership agreement). 
Page four is a document from my own employment file that I signed for
employment elsewhere way back in 2003 – 13 years ago, where you can see my
signature is quite similar to my signature on my supporting documents I have
submitted.  My signature on these
documents does not reflect the signature on the personal training contract XP
submitted to you.
I did not sign that personal
training document with the date of 6-18-2015. 
What I do have from 6-18-2015 is a text message from [redacted] B. regarding
communication I had with him that day pertaining to paying for one or two
sessions at that time.  A screen shot of
this text, which shows the date of 6-18-2015, is Page five, the last page of my
supporting documents.  This text message
from [redacted] states I should come in and sign the receipts for charging my debit
card for the personal training, which I did. 
This text message does not state anything regarding signing the personal
training contract that has the date of 6-18-2015.  So, I have a text from [redacted], and XP gives
you a copy of the contract I personally did not sign, both of which have the
same date as 6-18-2015, this tells me it was most likely [redacted] who signed my
contract dated 6-18-2015.  This contract
has my trainer [redacted]’s name on it but it is typed out and not hand-written
out.  This all points to [redacted] filling
out this contract (and had to put my trainer’s name on it) and signing my name
to it because my supporting documents prove that my signature has not changed
in the last 13 years, a signature (and initials) that are not the same on the
contract XP submitted to the Revdex.com.
5.  Lastly, XP response to this situation states they are “willing to waive the balance of her
Personal Training Agreement ($3,712.12) and give Ms. [redacted] up until March 25, 2016 to use the six unused personal
training sessions that are paid for”.   I
did not knowingly and lawfully pay for these sessions that total $327.54.  When I spoke to [redacted] about this, we
agreed on the phone she would send me an email that I would need to reply to,
to cancel my membership that she said would also cancel any further personal
training funds being deducted from my checking account.  I sent her the reply email confirming I would
like to cancel my membership which subsequently would cancel any further
personal training payments.  [redacted]
pretty much threatened me by telling my not to dispute the charges with my
banking institution or else XP will be forced to reactivate my membership without
my authorization in order to collect the several thousand dollars for all
of the 90+ training sessions.  That does
not sound like a professional and ethical business practice XP claims to abide
by.  I would hope that XP’s response to
my claim confirms my membership and training sessions have already been ceased
and will not threaten me with reactivating my account to collect their
unethical charges for training sessions.
This
leads me to say my desired resolution for this situation remaining the same:
Refund.  My desired outcome remains the
same: I believe Xperience Fitness has a
responsibility to refund me for the $327.54 for personal training
sessions I did not have. I believe this because Xperience Fitness at Hales
Corners has conducted themselves in a questionable and unethical manner when
signing up gym members for personal training sessions and making them commit to
90+ sessions by tricking them.  I am very
disappointed with Xperience Fitness and just would like my $327.54
refunded to me for this to be settled since I lost my job and cannot afford fraudulent
signatures leading to unauthorized charges to my bank card. Thank you.
Regards,
[redacted]

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

her frustrations and confusion regarding the cancellation after she moved to Texas.  Ms. [redacted]'s membership is canceled and the past due amount has been waived.  No collection action will be taken on our part. 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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.In response to the reply from Xperience Fitness, I have gone through my records carefully. At no time did I receive a call from ABC Financial nor have I received any other communication from them. I suspect that is due to the number they had on file was not correct. I have also gone through all of my financial transactions and have located billings that have occurred above and beyond the $19.99 per month. On 12/5/15 I was billed $68.98. On 4/2/16 I was billed $126.98. On 4/30/16 I was billed $48.99. On 7/2/16 I was billed $78.48. This would bring the total billed to me of $705.22. Xperience claims that they contacted me on 7/6/16 to update my billing and that I gave them authorization to update and bill me. This is incorrect. If they had contacted me via phone, I would have started the dispute that this account was to be cancelled as of December 8th 2014 when I mailed in my request to cancel and came to the location to turn in my key tag. If Xperience pulls their check in records, they will note that I have not once accessed their gym. Also of note, they state in the scanned information that they attempted to call me on 7/1/16 and found the number to be disconnected. I ask how it is they contacted me on 7/6/16 via phone to update if that number was no longer in service as their records indicate? I also attest that they did not have the correct number on file for me or we would have connected much earlier and this dispute would not be in place as of today. I am again asking to be refunded for the amount they took from my card as this account was to be cancelled back in December 2014 when I mailed in my form. 
Regards,
[redacted]