AZ Pool Expert

Thank you for making us aware of the complaint our cus[redacted]er, [redacted] filed with your office.  Our Brookfield, WI location always strives for excellent cus[redacted]er service, and we appreciate the opportunity to respond.We have been in continuous contact with Ms. [redacted] regarding this...

matter.  Xperience Fitness apologizes to Ms. [redacted] for this error and per her request, we have refunded the down payment, credited $100.00 back to her credit card and paid the bank fees she was charged.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 member, [redacted] filed with your office.  Our [redacted], WI location always strives for excellent customer service, and we appreciate the opportunity to respond.We are refunding $19.99 back to Ms. [redacted]'s credit card that we...

have on file.  $9.99 for overpayment from June dues and $9.99 for the last month she paid upfront at time of enrollment.  Ms. [redacted] next scheduled dues payment of $9.99 is on July 6, 2015.  We apologize for any in conveniences on our end.  Thank you for being a member with Xperience Fitness!We trust that this matter had 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 Brookfield, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.Our billing company, ABC Financial received Ms....

[redacted]'s "membership" cancellation on 9-30-2016.  Since Ms. [redacted] has a separate Personal Training agreement that wasn't cancel through proper procedures, it billed again in October.  Attached is Ms. [redacted]'s personal training agreement with the cancellation policy highlighted.  Xperience Fitness is willing to comply with Ms. [redacted]'s request and refund $276.04.  This refund will take up to 21 business days. We trust that this matter 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 Appleton, WI location always strives for excellent customer service, and we appreciate the opportunity to respond. Xperience Fitness has...

never received a cancellation letter from Ms. [redacted].  Shortly after Ms. [redacted] enrolled she was continuously contacted by our billing company, ABC Financial regarding some billing issues.  Attached are documents from ABC Financial showing all attempts, dates and times they tried reaching out to Ms. [redacted] but with no success.  If Ms. [redacted] did truly cancel her membership when she stated, why didn't Ms. [redacted] talk to or mention this to our billing company when they called and sent letters to her?Our records also indicate that Ms. [redacted] updated her billing on file with Xperience Fitness on 7-6-2016.  Moving forward, we have canceled Ms. [redacted]'s membership and with no proof of cancellation, no communication with our billing company and just recently updated her billing on file, Xperience Fitness will not issue a refund.

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]

[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]

[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. However, I would like to re-state the fact that I mailed in a letter at the end of March to cancel my membership then after seeing the additional charge on my account, I called in and the customer service apologized and said they would cancel my account immediately and I would not be charged again. In June after seeing the charge on my account a second time after my initial cancellation letter I blocked your charges as I will not tolerate being leached off of by a company that says one thing but does another. To all others that see this, if you send in a cancellation letter send it through CERTIFIED mail. Otherwise, as you can see from multiple complaints on this business, if you do not send it and have proof of sending it, they will continue to charge your card and tack on ridiculous fees. When dealing with this company through email after they tried sending me through collections, they refuse to ever admit fault even when they upset customers. I am shocked with how many negative reviews that the Revdex.com still allows Xperience and A+ rating. They over charged me twice in the amount of $39.98 and then after I blocked their charges they continued to try to charge my account. The most recent time they tried charging my account was 8/5/16 which was AFTER they what they are saying they cancelled my membership on 7/20. Xperience has a lot of holes and is not worth the trouble. I'm out $39.98 for them refusing to cancel my account when I first requested it. I will accept the waiving of the WRONGFUL charges to my account. Consumer beware. This gym is not honest and they are okay with lying on public forms. Before I disputed the charge through Revdex.com, I had emailed them multiple times regarding this issue and they refused to listen, until I brought my complaint here to this review site. They are like a cockroach who runs when the light shines on them. DO NOT SIGN UP FOR THIS GYM.
Regards,
[redacted]

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

enrolled online with Xperience Fitness and at no time could the website or a sales rep change the Annual Fee date besides what is shown online, it's a program that can't be changed.  Attached is Mr. [redacted] membership agreement and it clearly shows what date the Annual Fee would be due.  Our [redacted] reached out to Mr. [redacted] and he confirmed everything was "ok" with his account.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 West Allis, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.Ms. [redacted], your issue was reviewed by myself then our customer service team...

contacted you with our answer. We have had (30) recorded conversations with Ms. [redacted] dating back to March 1, 2017. Ms. [redacted] still hasn't provided Xperience Fitness with the documentation she told our customer service advisor she had which, would relieve her past due balance with Xperience Fitness. This is a simple case of someone miss leading our business, speaking poorly about it just to have a past due balance waived that is clearly owed. Please contact [redacted] S at ###-###-#### to make payment on your account.  After this step is completed, we’ll consider activating your membership.We trust that this 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. 
Regards,
[redacted]

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

received the cancellation form that Mr.[redacted] said he filled out at the club nor, did we receive the cancellation through fax.  Mr. [redacted] did call our office at the end of December and his intensions were clear that he wanted his membership canceled so, Xperience Fitness has refunded Mr. [redacted] the amount requested. We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise.

Re: [redacted] - [redacted] A [redacted]Thank you for making us aware of the complaint our customer, [redacted] filed with your office.  Our Greenfield, WI location always strives for excellent customer service, and we appreciate the opportunity to respond. We apologize to Mr. [redacted] for this isolated incident...

which was an inconvenience for him.  Xperience Fitness has thousands of members enjoying our personal training serves and getting fantastic results but, we apologize again to Mr. [redacted] for not having the opportunity to get the same results as our other members using our personal training serves.We have issues a refund of $82.40 for the two personal training session and the difference of his down payment, $23.92 will be credited toward future membership dues. We trust that this matter 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. 
Regards,
[redacted]

Re: [redacted] - [redacted]Thank you for making us aware of the complaint our customer, [redacted] filed with your office.  Our Hales Corners location always strives for excellent customer service, and we appreciate the opportunity to respond.This is the first time our Corporate Office...

has been made aware of Ms. [redacted]'s intention to cancel her membership.  We have no notes in our data base or no cancellation letter from Ms. [redacted] on file.  We are more than happy to cancel her membership, waive the past due balance and make sure this does not affect her credit rating.We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise.

[A default letter is provided [redacted]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 [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 Appleton, WI location always strives for excellent customer services, and we appreciate the opportunity to respond. We apologize to [redacted] for her...

experience.  All cancellation refunds must go through our accounting department which is why we cannot do refunds at the club.  [redacted]'s refund was submitted on 8/21/2015 and should have been credited to her account on file by now. We trust that this complaint has been amicably resolved, and we will consider this matter closed unless notified otherwise.

Re: [redacted] - [redacted]Thank you for making us aware of the complaint our former customer, [redacted] filed with your office.  Our West Allis, WI location always strives for excellent customer service, and we appreciate the opportunity to respond.In this case it is easier to blame the business...

then herself.  Ms. [redacted] signed the personal training agreement, gave Xperience Fitness her checking account information then neglected returning phone calls from our business.  If Ms. [redacted] simply would have said NO that she wasn't interested in our personal training program, this would have never been an issue.   Ms. [redacted]'s membership is canceled and will receive a refund for serves not rendered totaling $571.32.We trust that this has been amicably resolved and we will consider this matter closed.

[redacted] - [redacted]Our Corporate Office and its experience staff are very organized, detailed orientated and has a passion to serve our members.  If Ms. [redacted] had called our Corporate Office our staff would have noted her account or Mr. [redacted] account.  We again have NO record of receiving a phone calls, e-mail or a letter to cancel from Ms. [redacted].  We have canceled both memberships moving forward and have waive the past due amount on Ms. [redacted] account.  No refund will be issued unless further proof is provided from Ms. [redacted] that indicates her intentions to cancel her/their membership months ago.  Xperience Fitness - [redacted]

Re: [redacted] - [redacted]Thank you again for bringing [redacted]'s new concern to our attention.  We cannot verify the validity of this cancellation letter [redacted] just recently gave us.  There is no date, time stamp or any of our employee's signature on the letter verifying that this wasn't just written and submitted by [redacted] on 10-14-2016.We have not been able to take monthly dues out of [redacted]'s account after June 2015 because his credit card on file continued to decline.  Attached is his invoice history confirming this.  [redacted]'s phone number and address that we have on file match those on the complaint he filed with the Revdex.com of Wisconsin again, attached are confirmed records showing our billing company, ABC Financial attempted to contact [redacted] 23 + times regarding his past due balance with Xperience Fitness.  This is indisputable proof of our attempts to contact [redacted] but he neglected to contact us back prior to his account status changing to Return for Collections[redacted]'s outstanding balance with Xperience Fitness is $316.39 in which we are only asking for $75.00 to clear his account from collections and to cancel his membership.  We ask him to contact our customer support center at ###-###-#### to take care of his outstanding balance this week.  Thank you.