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BBB Accredited Business since

X Sport Fitness-Big Rock

Additional Locations

Phone: (630) 556-3731 Fax: (630) 556-3270 View Additional Phone Numbers 47 W 210 Rte. US Highway 30, Big Rock, IL 60511 http://www.xsportfitness.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that X Sport Fitness-Big Rock meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for X Sport Fitness-Big Rock include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 286 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

286 complaints closed with BBB in last 3 years | 84 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 79
Billing/Collection Issues 25
Delivery Issues 51
Guarantee/Warranty Issues 1
Problems with Product/Service 129
Total Closed Complaints 286

Customer Reviews Summary Read customer reviews

9 Customer Reviews on X Sport Fitness-Big Rock
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 9
Total Customer Reviews 9

Additional Information

BBB file opened: April 16, 2003 Business started: 01/27/1997 Business started locally: 01/27/1997 Business incorporated 01/27/1997 in IL
Type of Entity

Corporation

Business Management
Mr. Steven M Rayman, President Mr. Mustata Abdelhadi, Branch Mgr. Mr. Mike Hernandez, Branch Mgr. Mr. Doug Lawson, Assitance of the Vice Pres. Mr. Eric Manibog, Branch Mgr. Mr. Dennis J. Pierro, Vice President Mr. Greg Weber, Branch Mgr.
Contact Information
Customer Contact: Mr. Dennis J. Pierro, Vice President
Principal: Mr. Steven M Rayman, President
Related Businesses
Xsport Fitness X Sport Fitness Aurora
Business Category

Health Clubs Health & Fitness Program Consultants Fitness and Recreational Sports Centers (NAICS: 713940)

Alternate Business Names
Capital Fitness Capital Fitness, Inc. Capitol Fitness (Arlington Heights North) X Sport Fitness-ALL LOCATIONS XSport Fitness

Customer Review Rating plus BBB Rating Summary

X Sport Fitness-Big Rock has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 100 W. Higgins

    Barrington, IL 60010

  • 1163 S Milwaukee Ave

    Libertyville, IL 60048

  • 1321 East Golf Road

    Schaumburg, IL 60173

  • 205 W. Roosevelt Road

    Lombard, IL 60148

  • 222 Commons Drive

    Chicago Ridge, IL 60415

  • 230 W. North Ave.

    Chicago, IL 60610

  • 238 N. Randall Road

    Saint Charles, IL 60174

  • 2626 N Jones St

    Chicago, IL 60647

  • 2780 Fitness Dr

    Naperville, IL 60564

  • 289 N Weber Rd

    Bolingbrook, IL 60490

  • 320 E. Golf Rd.

    Arlington Heights, IL 60005

  • 3200 Finley Road

    Downers Grove, IL 60515

  • 3212 N. Central Ave.

    Chicago, IL 60634

  • 3240 N. Ashland Ave.

    Chicago, IL 60657

  • 3940 S. Harlem Ave.

    Lyons, IL 60534

  • 4104 N Harlem Ave.,

    Norridge, IL 60706

  • 4677 N. Elston Ave.

    Chicago, IL 60630

  • 47 W 210 Rte. US Highway 30

    Big Rock, IL 60511 (630) 406-5774 (312) 294-0500 (773) 227-4500 (847) 680-9000 (630) 435-0055 (630) 548-9400 (630) 435-0301

  • 6420 W. Fullerton Ave.

    Chicago, IL 60707

  • 7511 Lemont Road

    Darien, IL 60561

  • 81 N Randall Rd

    Batavia, IL 60510

  • 819 S State St

    Chicago, IL 60605

  • 9210 N. Milwaukee Ave.

    Niles, IL 60714

  • 960 W. Dundee Road

    Arlington Heights, IL 60004

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/9/2016 Advertising/Sales Issues
8/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This problem is contract and customer service related. I signed up to have a personal trainer which would cost more than my budget would allow. I realized my annual membership payment was due also. Both at the same time was unaffordable. The following day I returned to Xsport to cancel the trainer. The manager came out to restructure the agreement to something more manageable. After about 12 weeks of training I was abruptly barred from training sessions because what was agreed upon did not work with their way of record keeping. I was told had I trained 1 day a week instead of 2 days a week, there wouldn't be a problem. In the month of May, with 5 sessions remaining, I was told I could not train again until July. Customer service department only suggestion was that I give them more money or come back in July, by which time my progress would be gone. The manager who made the agreement claimed that he told me I had to train 1 time a week, That is untrue. He did not tell me nor did he tell the trainer. Xsport want to hold me responsible for their mistake when I was doing what was agreed upon.

Desired Settlement: I do not want to do business with this company any more due to their business practices. I want to discontinue my prepaid annual membership with a prorated refund. I want to discontinue the personal trainer contract that was breached by Xsport and I want to discontinue the month payments for the membership that I have for a family member. I have been a good customer of Xsport and I expected to be treated as such.

Business Response:

The Better Business Bureau submission was filed on July 22, 2016, however, Ms. ******* spoke with our Customer Service Department on May 24 and June 7, 2016.  At that time, she was informed that her account was locked out due to her training ahead of her payment terms and would have to pay down the balance to use sessions.  She understood, but due to budget she would have to continue with the current payment structure. 

 

Ms. ******* signed a written Personal Training Agreement on February 23, 2016.  The terms of the Agreement are provided for a member to review and read prior to signing the Agreement, it includes the three (3) day cancellation policy from purchase date.    She purchased 20 personal training sessions totaling $1,100.  A down payment of $275 with monthly installments on the balance of $825.00. She has made two payments of $137.50 on April 12 and May 12, leaving a balance due of $550.  Personal training sessions are not refundable unless a member cannot use the sessions due to medical issues, moves more than 25 miles from a gym location, is deployed, or is on a missionary trip.  Additionally, sessions expire one per week from the date of purchase, however, as a customer courtesy we reinstated nine (9) unused sessions that carried no monetary value purchased March 27, 2014.  She began training with 29 sessions, and used 24 by May 18th. However, due to the balance owed of $550, the sessions were locked out.  Ms. ******* had used all sessions ahead of the payment terms.   Since June 13, 2016, her credit card has been declining.

 

On February 24, 2016, Ms. ******* purchased an annual gym membership.  She last used the club on June 26, 2016.  This would leave seven months unused, a value of $234.50.  

 

In an effort to provide a resolution for Ms. *******, we are willing to write off the balance owed of $550 for training already used, and refund the $234.50.   We will be sending her a check to the address noted on the submission within the next 7-10 days.  Both the personal training and gym membership have been cancelled.   In regards to the family member she references, a member can cancel at the gym location Monday-Friday 10:00 am – 6:00 pm or send a letter to XSport Fitness, ** *** ***** ******* ** ******  If she would like to have them contact our Member Services email at ********************************* we would be happy to discuss the membership as it relates to them.  

 

We hope our response provides a better understanding of what occurred.   We do appreciate Ms. *******’ membership over the years, and hope that someday she chooses to return to XSport Fitness.  We wish her well in her future fitness endeavors.  

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

******* *******

8/1/2016 Problems with Product/Service
7/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Saturday, June 4, I was sold into purchasing a Personal Training series of sessions to start on Monday, June 6, however I had plans with my children that I forgot about. During my lunch on Monday, I called the gym and was transferred to the Personal Trainer's desk. The gentleman who answered said my trainer was not there and he wrote my name, phone number and my message down, which stated I could not make the 6:30 PM first time session and needed to reschedule. I never received a call back from anyone which didn’t give me any reason to continue with this added service. On Thursday, June 9, I called the customer service line at (**** ******** and the agent was polite. I informed the agent that I never received any sessions at all and since no one from the gym returned my call, I wanted to cancel the personal traiing and receive my money back. There was not even a follow up as to why I missed my session. It's as if they didn't care since the money was taken. The agent notified me that all training could be cancelled 3 business days after the sign up date which would be Wednesday, June 8, however as a courtesy and because they weren’t evil (agent’s terms), she would cancel and give me my credit as long as I sent a letter certified mail to Aurora, IL stating to cancel the personal trainer with a full credit. I did so and then called again the next week to find out about my credit, however this customer service agent said I will not get a credit because it's after the 3-day policy. There is no consistency. this is ridiculous.

Desired Settlement: I would like a full credit of $489.05. I never received any training and the gym has proof of this!

Business Response:

The Better Business Bureau submission was filed on June 22, 2016 and Ms. ***** had already contacted the Customer Service Department on June 9, 2016, stating she wanted to cancel due to financial reasons.  She inquired about the cancellation policy for personal training and was informed at that time that she can cancel in writing within three (3) days of purchasing, told it would need to be postmarked that day to be reviewed for consideration, and recommended certified mail for proof of mailing. 

 

A review of her account, indicates on June 4, 2016, Ms. ***** signed a Personal Training Agreement for 48 personal training sessions totaling $2,207.52.  She paid a $441.50 down payment, with a balance due of $1,766.02, four monthly installments beginning July 8th, August 8th, and September 8th of $441.50 with the final payment of October 8th for $441.52.  Personal training sessions are not refundable after three days from purchase date unless a member cannot use the sessions due to medical issues, moves more than 25 miles from a gym location, is deployed, or is on a missionary trip.  According to her submission, she had only had one session scheduled and due to a conflict on her part had to reschedule.  We would have been ready, willing, and able to provide training and work with her to get set up.  However, her calls to Customer Service indicated for financial reasons.  

 

On June 13, 2016, the member contacted Customer Service and confirmed we received the cancellation request for personal training postmarked June 10th.    On June 16th, Ms. ***** contacted Customer Service and was informed that she cancelled outside of the three days, which was in fact the case.  In an effort to amicably resolve, we have taken into consideration her calls to Customer Service, and XSport Fitness is willing to cancel Ms. ******* personal training and write off the balance of the sessions.  We will be sending her a refund check for $441.50 and should receive in the next 7-10 business days.  The personal training membership is canceled.  

 

Ms. ***** signed up for an annual gym membership, which she paid $69.05 in processing fees and $420.00 for the year.  She received 360 reward points, which can be used for months of membership or spa services.  The reward points carry no monetary value, but can be redeemed by the member on the website xsportfitness.com.  If Ms. ***** has any future membership questions, she is welcome to contact Customer Service or write us via email at ********************************* 

 

We trust this meets with Ms. ******* satisfaction.  

Business Response:

To follow up to Ms. ******* rejection response, we did honor her request to cancel and sent a refund check for the full amount paid for personal training.  The check was sent to her on July 26, 2016.  In our initial response, we were referencing the date of her call to Customer Service.  We believe Ms. ***** was referencing her June 8, 2016, to the Voice of the Customer she submitted that we were not aware of from her submission.  There was no indication in her phone or submission on whether she would like to continue her gym membership.  If that is something she is also requesting to be canceled, please let us know and we are willing to work with her.  If her wish is to continue using the gym, we wish her well in her fitness with XSport.  We apologize for any misunderstanding in our communication.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. At this point if my full refund for XSport gym is allowed then yes cancellation would be ideal, however to my knowledge the amount charged was a flat fee.   Is that true?

Sincerely,
***** *****

7/28/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Sent in cancellation notice to terminate our gym membership, xsport continued charging my account. Filed another cancellation notice in April 2015 with corporate, still was being charged, month after month Called corporate again today to stop charging me, they said they never received any letter from the gym to cancel. We haven't been there in 2 years and cannot get them to stop charging us. Please help

Business Response: In response to the Better Business Bureau submission on June 22, 2016, please note that we have no record of Mr. ******* contacting our Customer Service call center until June 21, 2016, inquiring about the cancellation process.   On June 22, 2016, he went to the Chicago Ridge facility and completed the cancellation form.   The membership has now been cancelled.   

In an effort to explain the cancellation policy, membership cancellation can either be done at any club location Monday-Friday 10:00 am – 6:00 pm by meeting with a General Manager and completing a cancellation request, which a copy would be provided to the member or by sending a written request to cancel and we recommend certified mail, but registered or regular is accepted to our ** *** ***** ******* ** *****.  The reason for the certified is for the benefit of the consumer in that the proof of mailing can be used for the postmark date for cancellation, privacy and protection of the member, and discontinuance of billing.  Mr. ******* indicated in his submission that he sent in a cancellation notice.  If he has any proof of mailing that he would like to forward to us for review, please have him send to memberservices@xsportfitness.com.   

The last charge that was collected on Mr. *******’s credit card on file was June 22, 2016, for $35, which we have refunded to his credit card on file.   As a customer courtesy, we will provide an additional refund for the last ninety (90) days of non-use, which would be three months of membership dues.  He would see the credit on his card in the next 3-5 business days.   

We hope this customer service gesture will meet to his satisfaction, and wish him success in his future fitness endeavors.  

7/26/2016 Problems with Product/Service
7/2/2016 Billing/Collection Issues
6/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I requested a 7 day pass and since i just move to Chicago, i do not have an Illinoi ID yet but an out of state. SO i got turned down to have my 7 day pass activated with my AR license however i can purchase a membership with my out of state id. does this really make sense? no

Desired Settlement: Id likje to have a 2 week pass using any facilities 24/7 i need to and if i wish to buy a membership, it is my own discretion

Business Response:

The Better Business Bureau submission was received on May 31, 2016 and our records reflect that on the same date of this submission a 7 day guest pass was issued to Mr. ********* at the ******* * club location.  This pass would allow the guest to visit that location for seven consecutive days, which would be through June 6, 2016.  If there is any additional information we need to be made aware of on this customer experience, please feel free to provide.  If Mr. ********* did not return to the location to experience the facility, we would welcome him back for a 30 day trial period.  If he is interested in receiving this one time courtesy, please have him email ******************************** and we will make the necessary arrangements to have him return to the club to complete the necessary paperwork.

We do appreciate the feedback and would welcome him to contact a Customer Service Representative in the future if he has any questions or concerns to discuss.

Consumer Response:
Complaint: ********

I am rejecting this response because: I have came again with an out of state license and they turned me down. I had to sign up a membership with my out of state license and I consider this procedure non sense at all

Sincerely,

****** *********

5/27/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When I joined Xsport I talked to a representative by the name of ***** Their advertisement and signs inside the gym say "No Enrollment Fee" and I was very specific that I did not want to pay ANY enrollment fees. When I came back the next day to join, **** said he would deduct $20 from the cost of joining, which he did but when I looked at the contract after I received by **** bill I saw that he had added another $70.05. The $79.05 was listed as a separate charge so I know it was not included in the original $599. I NEVER agreed to pay the extra $79.05 which, essentially, is an enrollment fee. He also failed to tell me that if I did not want to take any of the classes, which I don't, I would pay only $14.95 a month. He said I agreed to the $70.05. which I NEVER did and I feel I was scammed because he did not tell me about the $14.95 a month instead of what I paid. If he did this to me, I'm sure he does this to other people as well and this needs to be stopped. NOW! When I confronted ***** he offered me a free month membership. I want my money back. I was definitely scammed.

Desired Settlement: I should be given a portion of my money back on my credit card.

Business Response:

In response to the Better Business Bureau submission on April 27, 2016, we apologize for the delay in responding, however her gym membership was not listed under her full name per the Membership agreement signed on March 22, 2016.  The signed agreement indicates she purchased an annual super power pass membership for $599 with processing fees of $79.05 (normally $119).  A total of $678.05 charged to her credit card on file.  The membership she purchased allows her access to all 37 club locations, use of full amenities (guest privileges with designated hours, group exercise, basketball court, pool area and towel service).  Additionally, with her paid in full purchase she received a one-time offer to buy one get one which means she received 360 reward points (they carry no monetary value only point values) offered to first time members on annual pain in full memberships.  These points can be redeemed by setting up an online account on our website ********************** under membership and then under reward points.  Members of XSport Fitness can earn and redeem rewards points for free additional months of membership and spa services.

We do regret to hear of her customer experience, but a few things would change if she was interested in downgrading her membership.  First, a $14.95 basic monthly membership would not qualify her for the but one get one offer that she received as a premium member.  Also, the basic membership allows her the use of the fitness equipment only, but none of the amenities mentioned above would be included and her access would be one club only - ****** *****.  Basic memberships come with a higher processing fee paid upfront that would have to be discussed and have an annual maintenance fee.

Hopefully this helps outline the different tiers of membership and promotions.  If *** ******** is enjoying her current premium gym membership and the amenities, we would be more than willing to refund her the $79.05 charge to her credit card on file and not change her current status.  If she is interested in changing the membership, a new membership agreement will need to be signed and terms set forth.  We would welcome her to contact the Director of Customer Service through an email at ******************************** to discuss further or contact our Customer Service Call Center at *************

The feedback is very important to us.  We appreciate her continued membership.  We await to hear her response.

5/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought personal training sessions and paid for half. I injured myself and gave them a doctor's note telling them I had to stop. They refused to refund the unused portion saying they would put account on hold. I called for manager several times and was told he would call back, he never did. I just called to pay remainder as I am able to exercise again. I was told they cancelled my account. Of course, no manager is available. I want my unused training session payment back.

Desired Settlement: I want the $ back from my 7 unused sessions.

Business Response:

In response to the Better Business Bureau submission on April 11 and May 5, 2016 please note that *** **** spoke with a Customer Service Manager at our corporate call center on April 11, 2016 which was the same date of her submission. At this time, she was informed that we would reinstate the seven (7) personal training sessions due to her providing proof of a medical freeze.  Additionally, on April 13, 2016, the final personal training payment of $540 was charged, which added an additional seven (7)sessions.  There are a total of fourteen (14) sessions on file. *** ****'s gym membership has not been canceled and is in fact active.  We do see that her last check-in was on April 30, 2016 and a membership monthly charge of $33.50 was taken on May 12, 2016.  The personal training sessions are posted to her account and available for her use if she has been cleared to return to the gym.  If there is anything we can clarify so that she understands her current status or provide us any information we are missing in this regard, please have her contact ************ Monday-Friday 10:00 am - 5:00 pm cst and ask for **** or ***** to resolve.  If email is more convenient for her, we can be reached at ******************************** and contact her so she is not inconvenienced holding through our call center.  We are more than happy to provide her the month of membership she hasn't used due to this timeframe.

We do apologize for any miscommunication in this regard but remain ready, willing and able to assist her to resolve this matter.  We await her response and look forward to working with her.

5/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For the last 6 months I have tired to cancel my member at the Xsport Fitness in *********** I have been advised that I cannot cancel my membership via phone, which seems a little odd. I have not been using by membership for months yet continue to pay a membership fee. When I contacted Xsport Fitness I was advised I must come in to cancel my membership. On April 16th I took the time out of my day to drive to ********** from Chicago to cancel my membership at which point I was told I cannot cancel my membership that day either. I must show up between the hours of 9-6 Monday - Friday to cancel my membership. Its a little absurd that I have to make multiple trips and take time off work to cancel a membership I no long utilize. Not only do I have to take time off but I have to make multiple trips and waste gas/my time to get there and back. The staff on the phone is not helpful either by not providing clear and correct information. This is bad customer service, its okay to take money out of my account automatically every month but I have to show up during specific business to have them stop? Why do I have to give up my work hours to get someone to stop taking money out of my account?

Desired Settlement: Refund for the last 6 months of unused membership

Business Response:

In response to the Better Business Bureau submission on May 9, 2016, please note that we have no record of *** ***** contacting our Customer Service call center for assistance.  As a courtesy to him, we will accept this submission as his cancellation request.

In an effort to explain the cancellation policy, membership cancellation can either be done at any club location Monday - Friday 10:00 am - 6:00 pm by meeting with a General Manager and completing a cancel request, which a copy would be provided to the member or by sending a written request to cancel and we recommend certified mail, but registered or regular is accepted to our ** *** ***** ******* ** ******  The reason for the certified is for the benefit of the consumer in that the proof of mailing can be used for the postmark date for cancellation. privacy and protection of the member and discontinuance of billing.  *** *****'s gym membership has been canceled.

The last charge that was collected on *** *****'s credit card on file was March 5, 2016 for $35.00 as his card has been declining since that time and the account is delinquent.  Additionally, payments made in the last six months were on February 11, 2016 (for January dues) and December 5, 2015.  As a courtesy, we will refund the last four payments collected in the six months of unused membership, which is reflective of his desired settlement.  *** ***** can expect a refund check for $140.00 in the next 7-10 business days to the address provided on his submission.  They gym membership has been canceled.

We trust this addressed the request to his satisfaction and wish him success in his future fitness endeavors.

5/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My overall experience with export has been nothing but problematic and lacking severe customer service. From the very beginning most of the associates and all of the managers have been nothing but rude and severely lacking Customer service. I signed up for my gym membership April 20 of 2016 upon signing up I enrolled for the personal training 6 lessons get one free. I was scheduled with ****** for that next Tuesday the 26th. I was told I would hear from ****** by Sunday the 24th, however I called on Monday the 25th at approximately 10 o'clock in the morning was told they would call me back in ten minutes to let me know about the confirmation however around 3 o'clock I had still not heard anything so when I called them back I was transferred to the manager **** Who was a complete jerk and told me that ****** had quit Friday. So I asked him why didn't you all tell me ****** had quit and just give me a new trainer? were you going to let me show up to my appointment and not have anyone assigned? **** then abruptly interrupted me and said you'll just be with **** at 6 o'clock and hung up. I met with **** once and then found out I was moving completely out of the area. I came to Xsport in *** ******* today May 19 asking for them to refund my personal training sessions since I would not be using the additional six because of my moving. They had me wait for over 20 minutes and when the general manager *** was done speaking with his client he walked by me looked at me and curtly said "oh did you need something". Now I had just seen his associate point at me and tell him that I needed help but that is how he approached me, in an absolutely unprofessional and ridiculous manner certainly not the way a general manager should present himself. *** was absolutely rude told me there was nothing he could do for me and that I needed to call the number on the back of my card? I asked him if that was the case when they told *** I was waiting over 20 minutes ago why didn't he just have them tell me to call the number? *** replied, "you do know I have other people to help besides you?" I am absolutely done with this gym the customer service has been horrible from the beginning and now they are telling me because of the contract I still have to pay for those personal training lessons I absolutely refuse to! I have not been treated like a client so why should my end of the contract be upheld when their basic customer service standards were never upheld?! I will never do business with this gym again and honestly I feel as a young black woman once again I am seeing discrimination! This gym is awful and does not have any passion for the client! I want my money back and I am not being helped. It needs to be brought to attention the BBB attention how Xsport is treating their clients.

Desired Settlement: I want my money back!

Business Response:

In response to the Better Business Bureau submission on May 23, 2016, please note that *** ***** has not contacted the corporate Customer Service center prior to her submission.  The number can be found on her membership keytag to discuss her membership.  On records reflect that on April 20, 2016, *** ***** signed a Personal Training Agreement for 6 personal training sessions totaling $275.94.   She paid a $68.98 down payment, with a balance due of $206.96, three monthly installments of $68.99, $68.99 and $68.98.   She used one personal training session on April 26, 2016, which was charged $45.99 for services received.  She also signed a Membership Agreement on the same date, paid $67 for the first and last month and was charged a $9.95 annual maintenance fee, all in the terms of her agreement. *** ***** was made aware at the club location that personal training sessions are not refundable after three (3) days of purchase or unless she cannot use the sessions due to proof of medical, if she moves more than 25 miles from a gym location, is deployed, or is on a missionary trip.  If it is the case that *** ***** is moving, she is welcome to provide proof of her move which can be emailed to ******************************** for review.  Some examples would be United States Postal Service change of address confirmation, new utility bill, new driver’s license or state id card with new address. 

 

We regret to hear of her customer service experience, however, we would have been more than willing to work with her and get her set up with another trainer to deliver a high level of service, but it appears she is moving.  Unfortunately, we cannot control employees parting ways and the agreement is with our company not with a specific trainer.   However, once proof is submitted, we would consider a refund based on unused services, which would include the balance of training $22.99 and the last month paid at signup for the gym membership of $33.50.    A total refund amount of $56.49. 

 

We appreciate the member making us aware of her customer experience and apologize for any inconveniences.   We await her proof of move.    

Consumer Response:
Complaint: ********

I am rejecting this response because:
I did contact customer service before contacted the BBB. I spoke with a representative named crystal who took my information and told me she would be getting in contact with her office manager to speak about my complaint. They were not able to assist me same day bc Xsport ** ******* had not uploaded my contract for them to see. I am not complaining because the original trainer I was assigned, ******, quit that would be ridiculous to think Xsport could control their annual turn. However, I am frustrated because the customer service of calling me as a client and informing me of the trainer leaving never happened. So why would I still have an appointment with someone who didn't work there? I will be contacting corporate again to speak further but let it be documented that x sport is lying! I was never told I had three days and I definitely contacted corporate with no avail which then led me to contact BBB.
Sincerely,
******* *****

5/20/2016 Problems with Product/Service
5/17/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I went in back in February to the Xsport on Ashland Ave in Chicago. I was told in order to cancel my membership I needed to speak with the general manager. I spoke with ***. He told me I could use the membership until the renewal date of February 13th when it would cancel out. Not only was that a lie and he didn't follow through, I have been charged since February 39 dollars a month for a membership which I was told was cancelled. I am owed back from the company at least 3 payments of 39 dollars and this membership needs to be shut off immediately. This is a scam.

Desired Settlement: I am looking to be refunded 3 payments and a written document that my account is shut off and I will not be billed moving forward.

Business Response:

In response to the Better Business Bureau submission on May 17, 2016 and to Ms. ********** email we received today via **************@xsportfitness.com.  Please note that we also tried to contact her, but received voicemail.  After review of her account, we did receive her cancellation request at the club location on February 23, 2016.  Unfortunately there was a billing error on our side and as a result her account continued to be charged.  As of today, we have cancelled the gym membership and refunded the last three charged to her credit card on file.  She should see the credit within 3-5 business days.

We appreciate the member making us aware of her customer experience and apologize for any inconveniences.  We wish her success in her future fitness endeavors.

Consumer Response:
Better Business Bureau:

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

Sincerely,

******** ********

5/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased nearly $2K in personal training sessions in November 2015 (this is at least the 3rd or 4th time I've re-upped) with my trainer at XSPORT Fitness in Alexandria, ******* *********. I found out in late December that ******* was going to be leaving XSPORT. I made two attempts online through your website to complain and never received any response. My husband did speak to someone and was told that you would not refund any of this money. The only option was if we moved more than 25 miles from the area or I got a doctor's note. I'm deeply troubled as you've basically taken me for $2K because I'm not going to come in with another trainer. This is not fair and you make no attempt to apologize for it. I know it will cost me more money, but I'm seriously thinking about consulting with a lawyer because this is no way to treat a customer who has literally (between me and my husband) spend at least $10K with your company over the past few years.

Desired Settlement: I would like to be refunded for the new sessions I purchased in November of 2015 and I would like to stop my membership with XSPORT.

Business Response:

The Better Business Bureau submission was filed on March 17, 2016 and we did reach out to Ms. ****** in hopes of speaking with her directly.  In an effort to respond since we haven't been able to connect via telephone, our records reflect that Ms. ****** purchased 40 personal training sessions on November 8, 2015 and paid a total of $1,800.00.  The terms of the agreement state that the sessions will expire one per week (40 weeks thereafter).  The member has 35 unused sessions to use until August 22, 2016.  The Personal Training Agreements are not specific to one personal trainer, but rather between the member and the company relative to the personal training program.  Due to the personal trainer choosing to leave our company and this can and does occur, again it doesn't change the terms of the agreement between the member and company.  The member continues to have an active gym membership at this time and has until August 22, 2016 to use said sessions.  We are more than willing to coordinate with her, the Alexandria location or any of the three Virginia locations, to contact her and make arrangements with another very experienced and qualified personal trainer that are capable of providing the same level of training.

We welcome her to respond via BBB, contact our Customer Service Department at ************ or via email at **************@xsportfitness.com if there is any additional information that we are unaware of regarding her account.

Your membership is important to us and we appreciate your years of continued membership.

 

Business Response:

The Better Business Bureau submission was filed on March 17, 2016 and we did reach out to Ms. ****** in hopes of speaking with her directly.  In an effort to respond since we haven't been able to connect via telephone, our records reflect that Ms. ****** purchased 40 personal training sessions on November 8, 2015 and paid a total of $1,800.00.  The terms of the agreement state that the sessions will expire one per week (40 weeks thereafter).  The member has 35 unused sessions to use until August 22, 2016.  The Personal Training Agreements are not specific to one personal trainer, but rather between the member and the company relative to the personal training program.  Due to the personal trainer choosing to leave our company and this can and does occur, again it doesn't change the terms of the agreement between the member and company.  The member continues to have an active gym membership at this time and has until August 22, 2016 to use said sessions.  We are more than willing to coordinate with her, the Alexandria location or any of the three Virginia locations, to contact her and make arrangements with another very experienced and qualified personal trainer that are capable of providing the same level of training.

We welcome her to respond via BBB, contact our Customer Service Department at ************ or via email at **************@xsportfitness.com if there is any additional information that we are unaware of regarding her account.

Your membership is important to us and we appreciate your years of continued membership.

 

Business Response:

To follow up to Ms. ******** response on her submission and correspondence received at the corporate office dated April 28, 2016, we had initially provided and defined the terms of the Personal Training Agreement to Ms. ****** and the Better Business Bureau.  Our response included the fact that the Agreement she signed was not specific to one personal trainer, but rather between the member and the company relative to the personal training program.   We also outlined that due to the personal trainer choosing to leave our company it did not change the terms of the Agreement between the member and company.  Our company stands behind the fact that we would continue to provide the same caliber of service with on staff trainers.  

 

We have attempted to offer Ms. ****** options in an effort to accommodate her continued training to no avail.   Ms. ****** has chosen to terminate her gym membership and part ways due to her former trainer leaving our company.  In an effort to amicably resolve this matter to her satisfaction, we have canceled her gym membership and personal training.   Ms. ****** purchased 40 personal training sessions on November 8, 2015, and paid $1,800.  We show that she has used five of those training sessions on November 29, 2015, December 2, 2015, December 21, 2015, December 22, 2015, and January 7, 2016.  With that being said, we will refund the thirty-five (35) unused sessions and accept her cancellation request through the BBB on March 17, 2016, which we will also refund her last payment made on April 4, 2016. 

 

We will be providing a refund via check in the next 7-10 business days to her address on the recent correspondence.   To reference her cancelation request regarding continued deductions, there are two ways to cancel a gym membership.  One, to go into any club location Monday-Friday 10:00 am – 6:00 pm and meet with a General Manager to complete and sign the cancelation request or second, send a letter to our corporate office, P.O. Box ****, Aurora, IL 60507, which we received dated April 28, 2016.  Either process provides us a signature requesting the cancelation of the membership. 

 

We trust this will meet to her satisfaction as her only resolution was to cancel and refund her membership and training.  We wish Ms. ****** well in her future fitness endeavors.  

Business Response:

To follow up to Ms. ******** response on her submission and correspondence received at the corporate office dated April 28, 2016, we had initially provided and defined the terms of the Personal Training Agreement to Ms. ****** and the Better Business Bureau.  Our response included the fact that the Agreement she signed was not specific to one personal trainer, but rather between the member and the company relative to the personal training program.   We also outlined that due to the personal trainer choosing to leave our company it did not change the terms of the Agreement between the member and company.  Our company stands behind the fact that we would continue to provide the same caliber of service with on staff trainers.  

 

We have attempted to offer Ms. ****** options in an effort to accommodate her continued training to no avail.   Ms. ****** has chosen to terminate her gym membership and part ways due to her former trainer leaving our company.  In an effort to amicably resolve this matter to her satisfaction, we have canceled her gym membership and personal training.   Ms. ****** purchased 40 personal training sessions on November 8, 2015, and paid $1,800.  We show that she has used five of those training sessions on November 29, 2015, December 2, 2015, December 21, 2015, December 22, 2015, and January 7, 2016.  With that being said, we will refund the thirty-five (35) unused sessions and accept her cancellation request through the BBB on March 17, 2016, which we will also refund her last payment made on April 4, 2016. 

 

We will be providing a refund via check in the next 7-10 business days to her address on the recent correspondence.   To reference her cancelation request regarding continued deductions, there are two ways to cancel a gym membership.  One, to go into any club location Monday-Friday 10:00 am – 6:00 pm and meet with a General Manager to complete and sign the cancelation request or second, send a letter to our corporate office, P.O. Box ****, Aurora, IL 60507, which we received dated April 28, 2016.  Either process provides us a signature requesting the cancelation of the membership. 

 

We trust this will meet to her satisfaction as her only resolution was to cancel and refund her membership and training.  We wish Ms. ****** well in her future fitness endeavors.  

Consumer Response:
Better Business Bureau:

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

Sincerely,

****** ******

Consumer Response:
Better Business Bureau:

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

Sincerely,

****** ******

4/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for personal training at XSports Fitness. I included my $50 down payment and my ******** card info was taken, then 2 payments of $175 was agreed upon. I later receive a call from the personal trainer that my card information wasnt taken and was shredded for security purposes, he then asks if I can give him the card number over the phone or via text but I refused since that is NOT PCI compliant. I told him I would just come in to the facility, a few days later I see a charge of $50 on my *** card, which is the card that I use to pay for my membership. However when I signed up I told them specifically it has to be on my ******** since I didn't have enough funds. This is rather fraudalent and illegal, seeing how the XSports fitness would charge any card just to finalize a sale. This discouraged me from proceeding with personal training. I was just charged $175 on my **** I called XSports several time and got no assistance. I didn't even get an apology for the inconvenience and they will not stop the charges or refund. They claim that on their system they see that they are charging my ******** but in fact they are still charging my ***** I will never get any services from Xsports Fitnesa and discourage others to do so since they do not worry about the individual and their financial needs, they will do anything to secure a sale, including commiting fraud.

Desired Settlement: I would like a refund of $50 and $175 to my card, I have already alerted my bank. I want compensation for this inconvenience since I have spent weeks trying to correct it. I would like XSports to reevaluate their service procedures and how they go about collecting card information.

Business Response:

In response to the Better Business Bureau submission on March 21, 2016, please note that *** ******** had contacted a Customer Service Representative at our corporate office on February 12, 2016.  At that time, we requested documentation of the charges which unfortunately extended the review and refund process.   As of March 21, 2016, same date of submission, a refund was processed to her requested credit card which she would have seen in 3-5 business days.  

 

We regret to hear of her customer experience and appreciate her bringing this matter to our attention.   We do apologize for the misunderstanding and the time she invested to resolve.  We will ensure additional training and development.   In the future, if *** ******** has any concerns regarding her membership, she is more than welcome to again contact Customer Service at ************ or if email is more convenient, please email *********************************   

 

We appreciate *** ********’s continued gym membership and have added two months of membership to her account (April and May) as a customer courtesy.  

4/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have tried to cancel a gym membership and Xsport has a cancellation policy that clearly tries to make it as difficult as possible to cancel. We cannot cancel over the phone. They are open 24/7 but only allow you to cancel in person at the gym during normal business hours, hours when people are at work and not at the gym. I spoke with ***** and ***** who were both rude and unhelpful. For no good given reason they will not allow you to come in to cancel on the weekend. When I asked they just say that it is their policy and offer no other explanation. The only other way to cancel is to mail a letter to their corporate office. They offered no explanation as to why we need to mail a letter. I can call or email them easily to cancel my membership but they won't do that. This is a conspicuous attempt to continue collecting payment from members for some time even after the member has decided to stop going.

Desired Settlement: I want them to cancel a membership immediately without having us jump through their hoops.

Business Response:

In response to the Better Business Bureau submission filed on February 27, 2016 we request additional information from *** ***** in order to locate his membership.  We were unsuccessful locating an active membership with the spelling of the first and last name provided, address, phone, or email on submission.  Additionally, we did email the member requesting the information, but have not received a response.  The key tag number would be very helpful or possibly a previous address along with the gym.  Once received, we would be more than willing to respond.

Please note any member or guest is welcome to contact us either by our website at xsportfitness.com, click on voice of the member contact, or feel free to notify the Customer Service Department at ************ of nay concerns or follow up.

4/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I cancelled membership and haven't received a refund on my card

Desired Settlement: Refund of my $489 for cancellation back on my debit card.

Business Response:

The Better Business Bureau submission was filed on March 31, 2016, and we had received a cancelation request sent to the corporate office from *** ***** on March 28, 2016.  *** ***** recently signed a Membership Agreement on March 14, 2016, and paid $420.00 for a year of gym membership.  A member is eligible for a full refund if canceled within 3 days of signup.   Due to the timeframe, she does not qualify for a refund.   In an effort to provide additional information regarding *** *****’s membership history, she first signed a Membership Agreement on December 12, 2013, and then sent a cancelation letter on January 14, 2014.  She signed second time on October 23, 2015, and purchased a gym membership and personal training.  She sent a cancelation letter on November 9, 2015, filed a submission with the Better Business Bureau, which resulted in a cancelation and refund.  This is now the third membership purchased, canceled, and second filing with the BBB.  While we always welcome our members to return and achieve their fitness goals, *** ***** has joined the same location all three times, and is very familiar with our cancelation policy.  

 

We have no record of her contacting our Customer Service Department at the corporate office to discuss any recent customer service issue or that she canceled at the gym location within the terms of the agreement.   Going forward, any future requests for a refund, may necessitate additional documentation relative to any dispute process with her via a bank statement indicating the transaction has not been disputed and paid by her bank. 

 

 

We encourage her to experience the gym facility in hopes of enjoying the gym membership and its amenities.   

Business Response:

To follow up to Ms. Smith’s response on her submission, she did not indicate that she was or is moving.   A member is eligible for a refund if the move is more than 25 miles from any Xsport location.   It does appear to be the case if she will be moving to Missouri.   In order to assist the member, we will need documented proof of the move to assist her which can either be a utility bill or confirmed **** change of address form emailed to *********************************  Once we have received this information, we can cancel the membership effective the date of the address change.   A member can always go to the club location, Monday-Friday 10:00 am-6:00 pm, and complete a cancelation request and provide proof of move.   In this regard, being a BBB complaint we will address at the corporate level. 

 

Additionally, our records indicate a payment of $420 on March 14, 2016, to a ********** on file.  If *** ***** feels there is a discrepancy in the amount paid, we encourage her to include a copy of a paid receipt or credit card statement for review when submitting her documentation.  

 

We are happy to assist *** ***** once she has the above information to provide.   

Consumer Response:  
Complaint: ********

I am rejecting this response because: I paid $489 - They charged $420 and then $69 for some reason on my card.  Second I did say in my original letter I was moving so they have delayed me getting a copy of my change of address form to them so the refund should be retroactive.  Believe me I will send it certified so there is no excuse that it was not received.  Once the refund amount is clarified and the refund received I will accept the offer.

Sincerely,

**** *****c

4/11/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Back in July of 2015, I signed up for The Fitness Challenge II at the Health Club I belong to, which is The X-Sport Fitness in Naperville, Illinois. The contest was for a 90 day period, August of 2015 to October of 2015. Upon entering, I specifically asked the trainers and training’s manager on how the contest was to be judged. They said that the contest was to be judged on three areas. 1) Body fat loss % and weight, 2) A 500 or less word essay about my experience, and 3) Before and after photos. I said, “Well since I don’t have much fat and/or weight to lose, I don’t really have a chance to win.” I was then told, “Oh yes you can, because it is judged on all three above stated areas.” I then decided to join since I was convinced to believe that it would be judged on these three areas. I read the rules and regulations and it seemed fair. Nowhere did I see that you had to win your health club by losing the most percentage of your weight’s body fat for your photos and essay to be considered in the voting of the Grand Prize which was $10,000.00. This was told to me later when I inquired how the winner was chosen and what my results were. The contest was held between a many of the X-Sport Finesse’s the organization owns. I am fine with this, except for the part that it doesn’t state, “You have to win your health club with the highest percentage of your weight’s body fat; to have your before and after photos and essay considered.” Again, I was lead and told to believe that all three of these criteria were to be considered from the start. I feel that the advertising, rules and regulations, along with the employees were misleading, deceptive and vague in their presentation. I joined the contest by signing the contracts because of the above, where I would not have if I was to have understood the true rules and regulations from the start. The bigger picture here I am trying to make is the deception to get me to enter the contest and also not giving me my result

Desired Settlement: I am looking for a entire refund from X-Sport Fitness for all of the products and services I purchased from them during the 90 Day period for the said Fitness Challenge. I will also be scanning ans sending all documents I sent to my two credit cards that I charged all of this on during the said 90 day period. The total amount I am looking to be credited on the two credit cards is $891.04

Business Response:

In response to the Better Business Bureau submission on March 16, 2016, *** ***** mentioned in the submission that he has chosen to dispute the charges for all of the products and services he purchased, once a dispute process has been filed, we will have to see said process through.  Please note that on January 6, 2016 *** ***** did speak with Kelly * our Director ** ******** ********** *** ***** ********* and was provided an explanation to his concerns at that time in addition to a gift card.  On January 18, 2016 *** ***** again contacted Kelly * and in an effort to provide additional and final resolution, he accepted three personal training sessions on his account with a value of $150.00.

We appreciate his feedback, but have spoken with *** ***** on two occasions and provided a good faith resolution.  At this time, we have addressed his concerns and provided clarification to him on the terms of the challenge.  The rules and regulations of the challenge are provided and agreed upon by participants upon entry.

We appreciate *** ******* continued gym membership.

Business Response:

To follow up to *** ******* response on his submission, he has spoken with Kelly *** Director of ******** ********** *** ***** ********* on two occasions, which in fact his personal results were verbally provided to him via the telephone conversation.   Again, we encourage *** ***** to refer to the rules and regulations provided to him and agreed upon at the time of the challenge.  We feel confident that we have given clear and concise clarification to *** ***** multiple times. 

 

The three personal training sessions are on his account should he choose to use them.   At this point, we have communicated verbally and now in writing for a total of four attempts to provide clarification.  We respectively ask that the BBB close this matter.  

 

We appreciate *** ******* continued gym membership.  


Consumer Response:

 
Complaint: ********

I am rejecting this response because:

Again, X Sport Fitnesses I feel did not fully explain in their rules and regulations how the contest would be judged clearly.  They did not say that you had to loose the most body fat in your club to have your photos and essay used to be judged in the contest as Kelly explained to me on the phone.  I was lead to believe that all three parts were to be judged from the start.  And no I have not been given my results to this date.  Why was I told from the start I would be given my results in an email?  Why will x sport fitness not give me these results in writing?  I will say this once again, "What are they hiding?"


Sincerely,
***** *****

4/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Personal training package purchased at XSport ********** VA in 2014. Unanticipated relocation out-of-state in 2015. Initial request for $855 refund submitted by local Staff on 28Feb2015 for unused personal training sessions. No indication that this would be a problem. Over 10-month period, I have made 14 status inquiries to ********** staff and received 12 responses, all of which appeared to promise refund to come. On 13Jan2016, due to lack of progress and dwindling response, I called *** Customer Service line to be told no refund available due to terms of contract. This came as a shock after extended time and efforts of communicating with XSport, providing requested relocation documentation, and receiving verbal statements of forthcoming refund. Upon review, the contract does require that the signatory acknowledge that fees paid are not refundable. Contract language not withstanding, I put forth that the company's rationale or defense for taking this position is flawed. The claim is made that the basic action of the client prepaying for personal trainer services causes the company to incur, and to continue to incur, "significant costs and expenses" because of a need to commit personnel and "computer availability" "in advance," plus "lost opportunity costs." Even if one takes this absurdity as business fact, I would postulate that the profit margin enjoyed by XSport over the 6 yrs, during which I paid membership and personal training fees in excess of $12,000, should more than offset the alleged damage to the corporate bottom line that my requested $855 refund for unused personal training services might cause. Furthermore, it would appear that Corporate fails to adequately train or provide tools to its local Staff on the topic of Contract dissolution and reimbursement as evidenced by the fact that I was strung along for almost a year. As a result of the prolonged confusion and ultimate lack of consideration for life changes, I would not recommend XSport to anyone.

Desired Settlement: Immediate refund of $855 for 19 unused personal training sessions due to unanticipated need to relocate to an out-of-state area that XSport Fitness does not serve.

Business Response:

The Better Business Bureau submission was filed on March 7, 2016 and we did reach out to Ms. ******* (********) in hopes of speaking with her directly.  Our records reflect that *** ******** purchased the 40 personal training sessions on April 26, 2014.  The terms of the agreement state that the sessions have no monetary value as they expired one per week (40 weeks thereafter).  The member had 19 unused sessions to use until January 30, 2015.  On February 19, 2015 the member canceled the gym membership at the ********** club location.  On May 2, 2015 and October 7, 2015 the member followed up with the ********** club requesting refund on personal training session due to relocation, provided proof of move however, it was effective in February 2015 and the last member check in at the club was on February 28, 2015, both being after sessions were expired.  Additionally we have call logs indicating the member called the corporate office requesting a refund on personal training November 13, 2015 and January 13, 2016, both dates being made aware that the personal training had expired prior to the move date.  If there is a discrepancy in the date of move, we are willing to re-visit and will respond accordingly.

We appreciate the member's feedback and previous membership. We have provided a consistent response to the member regarding the terms of the agreement and expiration timeframe to have used those sessions from date of purchase.  If there is any additional information she would like to provide that we may not have for review please contact us through the BBB, via email ******************************** or ************ to discuss.

Consumer Response:


Complaint: ********

I am rejecting this response because:

Due to a death in the family, I have been out of town and unavailable to return the phone call that I received from **** at the Corporate office. I have now spoken with **** to discuss further any common ground. He will be providing my circumstances to upper management and advised that he will call me with resolution, if any, by COB 7 April.

While the contractual agreement is understood on this end, I reiterate that I find this agreement flawed in terms of lack of consideration for life changes and the concept of taking money from its paying customers for services not rendered. I further felt strung along by untrained staff at the local level on the topic of Contract dissolution and reimbursement as evidenced by the fact that I was tossed back and forth during ongoing communications for nearly one year.

I look forward to the callback from **** at Corporate to determine if we will be able to move forward with a satisfactory agreement by all parties.


Sincerely,

***** ********* ********

4/6/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for Xsport for the buy one get a year free. The gym has great amenities and best of all it is open 24/7. When it was time to renew my contract the manager said I could renew my contract with the same terms as when I signed up. I did not exactly sign up with him that day as I needed to secure my finances but I did come at around 11 PM and renewed with another gentleman. That was back in May of 2015. Now, on my credit card statements I was billed $9 in January and $39 in February of 2016. A phone call was made to Xsport and I spoke with ***** the customer service manager. He told me I was put under a month to month being billed $39 a month. He would not honor such a agreement and asked me of my contract which was destroyed during a basement flood. I request a copy of the contract but was denied. I do feel I was tricked into a bait and switch scheme. Upon further discussion with Mike, he offered 3 month of compensation, but that was not what I was promised. He then simply said have a nice day and hung up.

Desired Settlement: I would simply like what I was promised. As a student I would never agree to pay $39 a month for a gym membership. $420 + initiation fees for 2 years is a affordable deal and that is what I was promise. That manager did renew my friend's membership back when first signed and his account is fine.

Business Response:

In response to the Better Business Bureau submission filed on March 11, 2016, please note ** ** spoke with a Customer Service representative on March 10, 2016 regarding the gym membership.  We reviewed the account and were successful to provide an amicable resolution to *** **** satisfaction.  We do appreciate the member's continued gym membership.

We regret to hear of the customer experience, but appreciate him bringing this matter to our attention.  The feedback is very important to us.

4/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: port with the hopes to alleviate daily stress among other reasons. I loved it! In December, because of the holidays, I couldn’t attend as much then I had bronchitis. All that aside, I received an email in regard to my balance. The gym has a credit card on file however I called to find out exactly what I was to pay. Their charges were too high - $99.00 per hour for PT. Before I could get there to discuss this with someone in person I received a call from my credit card company. I was informed there were “suspicious” charges to my account and I was over my limit by $1.00 and some cents. I haven’t went over a limit in decades. I came to find out the following: My card was declined their charge. Xsport then proceeded to charge my account in small increments: $10.00, $20.00, $30.00, $20.01, $30.01. That kind of action is illegal. They charged my credit card until they reached the limit. That is very disturbing to me. I’ve cancelled my card. Pls cancel my membership. Instead of alleviating stress this experience has caused it. I’m moving forward to get this out in any way that I can. I’ll do what I can to prevent you from partaking in this kind of illegal practice Sincerely, ******* ******

Desired Settlement: Membership Cancellation

Business Response:

In response to the Better Business Bureau submission filed on February 29, 2016 please note that *** ***** spoke with a Customer Service Representative on March 2, 2016 regarding her gym membership.  We reviewed her account and were successful to provide an anicable resolution to *** *****'s satisfaction.  Her gym membership has been canceled.

We regret to hear of the customer experience, but appreciate her bringing this matter to our attention.  The feedback is very important to us.

We wish her the best in her future fitness endeavors.

 

4/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This complaint deals with two issues from the Xsport in Melrose Park, IL. There first, I was lied to by an employee in order to make a sale on one of their products. On March 16th, 2016 I spoke to an Xsport employee about their ***** ********* protein bars. He told me that they cost $29.91 and that they were having a promotion for an additional 25% off. Given that the manufacturer of this product sells this product for 24.99 (http://****************************************************************) I assumed the difference of $4.92 had to do with the shipping of it. Since the promotional price would bring the final cost down to $22.43, I figured I would save about $3 and just buy them. When I decided to buy them the employee said that because he was not a manager, he could not add the 25% discount. He assured me twice that if I bought them and called back during the day, the manager would gladly refund the balance to my account. I agreed and purchased the bars. Second issue: The next day I called and spoke to the operational manager, Beto, he said that he would not honor the promotional discount and proceeded to tell me that I was wrong. He told me that the protein bars normally cost $39, which is absurd considering the MSRP is 24.99, and that I would receive no refund credit. I asked if I could return the product and he said that I could not and that I needed to contact corporate. When I asked for his last name, he would not give it to me, and gave me the corporate number, which turned out to be the wrong number. The service I received from the manager, Beto, was atrocious and very disheartening. The other employees there were great, but unfortunately that is not the case with the leadership.

Desired Settlement: I would like the company to issue a credit to my account of $7.48 as per the promotional price stated by their employee. I was lied to by one of their employees to make a sale and instead of correcting this issue I was quickly dismissed by the management and told I was wrong. I had to mend this issue on my own. This is an example of poor customer service and poor interpersonal communication. I really hope the management at Xsport Melrose Park, IL makes adjustments to improve their service.

Business Response:

The Better Business Bureau submission was filed on March 21, 2016 and we have reviewed the member's concern.  We regret to hear of her customer experience and as a courtesy, we have refunded her credit card on file for $7.48 as of April 1st, and she should see that refund in the next 3-5 business days.

In an effort to provide some clarity.  As a company, we do not price match with any competitors.  The information she received was in error that we could offer a discount or that manger could correct the transaction with an additional percentage off.  We will ensure that our staff is trained on the retail process and that as a member, *** ****** is provided clear and concise information to avoid any future miscommunication.

Should the member have any future concerns, we would encourage her to contact the Customer Service Department at ************ or via email at *********************************  A representative would be happy to assist her in regards to any questions on her membership.

We appreciate the feedback, her gym membership and trust this will meet to her satisfaction.

Consumer Response:

Thank you for correcting this issue. 

*** **** ****** 

 Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

**** ******

4/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Xsport fitness Scahumburg IL, center charged my credit card on 03/07/2016 for addition session of training without my authorization and knowledge ($220.80). I was then told by the location 'training manager' that the amount will be refunded withing 5 business days and he has already communicated the same to their head office. When the amount was not refunded even after 6 days I followed up with him and he assured me that he had already communicated the same with the head office and the amount will be refunded. I even posted the complaint on Xsports Fitness website to which I never received any response. On 03/16/2016 I called the customer support and they promised to get back to me in 24 hrs after checking the details with the location. I did not get any response from them. I again called customer support the next day and I was told that they would get back to me by end of the days. Still I am waiting to hear back from them. Please help!

Desired Settlement: I would like XSport fitness to refund the amount then charged to my credit card and I would appreciate if they can compensate me for the time I had to put in and the mental pressure I had to go through dealing with the situation.

Business Response:

In response to the Better Business Bureau submission filed on March 21, 2016 please note that Mr. ******** spoke with our Customer Service Maanger **** * on March 23, 2016.  We reviewed his concern and were able to amicably resolve this matter to his satisfaction.  We appreciate the member's continued gym membership and his feedback regarding his customer experience.  

If Mr. ******** has any further concerns, he is welcome to contact our email at ******************************** or the Customer Service telephone number *************

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

******** ********

3/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Day 1 (11/2015) I signed up for personal training. Then I slept on the decision and decided that I did not need to proceed with personal training. So I went in to cancel the personal training portion of my membership. From there the person who had signed me up said he would take care of it and remove it from my account. And from there I follow up with him every two weeks on this issue and to this date it has not been removed. He was a manager so you would think that someone at that level would resolve the issue. Then one month ago he roped in the financial manager at this location and he said to call customer service and have them resolve it. I called the number provided they state that only reason for outside of the 3 day cancelation you need a doctors note, or because you're moving as a reason to get a refund for personal training. At this point I go to back to the gym to talk with the original person who said they would fix the issue only to find out he was fired. So now I'm left with two options move 25 miles away or get a doctors note This is at the xsport located in ********** Virginia

Desired Settlement: I would like a refund without having to move 25 miles away or deal with obtaining a doctors note, considering the behavior of the employee who was terminated for one can only assume similar reasons. Because I did speak with them to cancel within the 3 days. And even have another member as a witness

Business Response:

The Better Business Bureau submission was filed on March 10, 2016, and we have reviewed the account.  On November 16, 2015, *** ****** purchased 12 personal training sessions and paid a total of $540.00.  The terms of the Agreement state that the sessions have no monetary value as they expire one per week (12 weeks thereafter).  None of the sessions were used.  We do have a call log that indicates *** ****** spoke with a Customer Service Representative on February 19, 2016, requesting to cancel the personal training and was told then that it was non-refundable. 

 

*** ****** did not indicate who he spoke with at the club regarding his multiple attempts to cancel the training. The employee that sold the package is an active staff member, but we are uncertain if that is who the member referenced on who he had been working with.   

 

In the spirit of the member, we are providing a refund check to *** ****** in the amount of $540.00 which he should receive in the next 7-10 business days.   We assume he has chosen to continue the gym membership, but if that is any different, please have him contact the Director of Customer Service ************ or email ******************************** to assist him. 

 

We regret to hear of the customer experience, but appreciate him bringing this matter to our attention.  The feedback is very important to us.  We appreciate his continued membership.  

3/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Business refuses to cancel my membership without a certified letter. The company keeps your credit card on file and will not cancel, but rather keeps charging you without a certified letter. I should be able to cancel my membership at the gym or on the phone with customer service.

Desired Settlement: I want my account, quite simply, closed. My membership expires late in March and I want it to be closed. I do not want XSport trying to charge me again for the gym when I have moved out of state.

Business Response:

In response to the Better Business Bureau submission on February 15, 2016, we had previously received *** ********* Voice of the Customer email on February 12, 2016, regarding the cancellation policy.    Due to the member already relocating out of state, we provided a courtesy to her and accepted her email as her cancellation request. 

 

In an effort to explain the cancellation policy, membership cancellation can either be done at any club location Monday-Friday 10:00 am – 6:00 pm by meeting with a General Manager and completing a cancellation request, which a copy would be provided to the member or by sending a written request to cancel and we recommend certified mail, but registered or regular is accepted to our ** *** ***** ******* ** ******  The reason for the certified is for the benefit of the consumer in that the proof of mailing can be used for the postmark date for cancellation, privacy and protection of the member, and discontinuance of billing.  *** ********* gym membership has been canceled. 

 

We trust this addressed the request to your satisfaction and wish you success in your future fitness endeavors rmal style='margin***********************************We regret to hear of the customer experience, but appreciate him bringing this matter to our attention.  The feedback is very important to us.  We appreciate his continued membership.  

 

3/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I joined X-Sport on January 3rd and quickly realized, I should not have joined. When I went online to try and quit, I could not log in. I had to call the business. I called them when I had a minute and was told I had to come to the business between the hours of 9 and 5 or 6, and cancel in person. I was fuming already. I joined and bought the month to month because I did not know if I would be able to use the gym. I am an adult graduate student and struggling; working at an internship and trying to keep up with all the grad school work. I don't have time to use the gym which by default, meant I don't have time to go to quit the gym. If I had known, I would not have signed up. I have also paid an extra $10.00 over and above what I understood would be the cost. My biggest compliant is the cancellation during bankers hours. That plan is designed to keep people automatically paying their membership fees. They are ais as bad as ******** The gym itself is not the problem. the cancellation policy HAS TO BE IN BIG POSTER; POINTED OUT; THAT in order to d/c membership, you are required to appear in person and talk to the manager during his 9-5 hours. I believe it would make sense to get out of a contract; but I joined month to month for this reason KNEW IF I DID NOT HAVE TIME TO WORK OUT I WOULD NOT HAVE TIME TO FIGURE OUT HOW TO QUIT! It should be available online or on phone. Period.

Desired Settlement: 1. Refund for the entire amount I've spent so far. $45.00 plus 19.95 plus 29.95; they added this extra $10.00 charge and said it's standard yearly charge. If it rolls into March, then march also. I don't have time to go there to quit. 2. stop all auto payments for membership from my bank account; refund to the same account. key # *********

Business Response:

In response to the Better Business Bureau submission on February 29, 2016, we have reviewed the account and show that *** **** signed a Membership Agreement on January 3, 2016, she paid $1.00 down payment.  On January 16th the monthly membership fee was charged for $19.95.  On February 1st, a payment for $45.99 was charged for a personal training session.  Lastly, on February 16th, a charge for $29.90 processed which was for the February monthly charge of $19.95 and the annual maintenance fee of $9.95, which is charged the month after starting the contract and billed annually.   The personal training session was not used and expired.  The payment terms were indicated in the contract she signed. 

In an effort to provide clarity, a member does have three (3) days from the date of the Agreement to cancel, however, membership cancellation can either be done at any club location Monday-Friday 10:00 am – 6:00 pm by meeting with a General Manager and completing a cancellation request, which a copy would be provided to the member or by sending a written request to cancel and we recommend certified mail, but registered or regular is accepted to our ** *** ***** ******* ** *****.  The reason for the certified is for the benefit of the consumer in that the proof of mailing can be used for the postmark date for cancellation, privacy and protection of the member, and discontinuance of billing.

We show gym check-ins at the Irving Park club on January 24, February 13, and February 16th.   These three dates are more than 30 days after the date of sign up.  Therefore, *** **** is not entitled to a full refund since she was beyond the three day cancellation policy, was not available to cancel in person, and we did not receive a cancellation request.

In an effort to amicably resolve this matter, we will refund the $19.95 for February, $45.99 for the training session, and $9.95 annual maintenance fee.  A total refund of $75.89 to *** ****’s credit card on file, which she will see in the next 3-5 business days.   The January $19.95 and $1.00 down payment has been applied to the one month of membership.   The gym membership has been cancelled.  We do appreciate *** ****’s feedback, however, our cancellation policy is provided within the Agreement and offer in person or mail in options.   We trust this addressed the request to her satisfaction and wish her success in your future fitness endeavors.  

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

****** ****

3/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I cancelled my account over 2 years ago & now Xsport is sending me a late due payment all of a sudden. I called them & now their telling me that my account is on automatic renewal w/c i was not informed & did not authorize. Xsport all care about is getting money from their customers. This is very inconvinient & all a waste of time. I already dealt with the same issue 2 years ago & now I have to deal with this again. Its a complete waste of time! I am very disatisfied & unhappy with their customer service!

Desired Settlement: I just don't want to deal with anything in regards to xsport fitness. Please stop charging me because I cancelled more than 2 years ago. I will never go back to Xsport Fitness & tell my family & friends & everybody I know not to join this horrible health club bec they will rip you off & waste your time! They should train their manager/ employees to explain everything when asking customers to sign up. I did not authorize the automatic renewal & now they're asking me to pay for something i am not aware of!

Business Response:

In response to the Better Business Bureau submission on February 24, 2016, the Membership Agreement you signed on December 1, 2013, you purchased buy one year get one year free (in the form of reward points).   On January 13, 2014, you sent a letter to cancel, which was received on January 15th.  On January 17th, we have call records that you contacted Customer Service in regards to your cancellation letter.  At that time, our reflects that due to personal training not able to be canceled and non-refundable after three days of purchase, you decided to keep your membership and we redeemed the reward points for the second year of membership, which extended the membership through December 1, 2015.  On the Agreement, your signature authorized the monthly power renewal to begin effective December 1, 2014, however, with your redeemed points your monthly membership renewal was extended to December 1, 2015, for $33.50 per month.

On December 1, 2015, you were charged $33.50 and then on January 18, 2016, you disputed this amount, which continues to be in the dispute process.   At this point, we have to wait until the dispute is settled.

 

In an effort to amicably resolve your concern, we will accept the BBB submission as your cancellation request and canceled your membership.  

 

We trust this addressed the request to your satisfaction and wish you success in your future fitness endeavors.  

ever, with your redeemed points your monthly membership renewal was extended to December 1, 2015, for $33.50 per month.

 

 

On December 1, 2015, you were charged $33.50 and then on January 18, 2016, you disputed this amount, which continues to be in the dispute process.   At this point, we have to wait until the dispute is settled.

 

In an effort to amicably resolve your concern, we will accept the BBB submission as your cancellation request and canceled your membership.  

 

We trust this addressed the request to your satisfaction and wish you success in your future fitness endeavors.  

3/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I saw a huge banner that said you could sign up at X-sport at ******* ***** for an annual fee, and get one year free. I inquired about the promotion on June 22nd, 2015. I talked to two employees **** and ******. I was interested in joining a health club, and they said they could offer a great deal on membership. He said he will even waive the joiner fees. And he said I only am to pay the annual cost of membership. And get a entire year free. Which was a savings from the standard month-to-month rate. I was busy with work that month. I was happy to find a fitness club that was well taken care of in the area. I gave the guy my **** card, and he gave me a club card giving me the impression and paperwork that I am paying an annual free. He said he waived the joiner fees. And I will receive the next year at the club for free. I had to continue working, as I was just in the area. I had time to sign up for this "great deal." I came back two days later and used the facilities twice in one day. Work was very busy the next month. I still went about one a week and got a good workout in thinking it was a great deal, and a nice club. After work on July 23rd, 2015 I somehow lost conscience and suffered from amnesia. I woke up in the Intensive Care Unit at UI Hospital in Chicago. I had dark black eyes and a skull fracture. I also suffered from ******** (where you see double vision) from the assault or accident. I had no recollection of the incident. It took a month to get my vision back at least. I was also not able to walk normally. I was released on August 4th, 2015. And had to be supervised for at least a month after the release. As I recovered over time I noticed that X-Sport was taking money out of my bank account without my consent. They did not send a bill, or give me a heads up. In September I asked a staff member why they were debiting my account. That was not the contract I entered into. The staff member said to call corporate, and the person who signed me doesn't work there still.

Desired Settlement: I would like my money back. I work hard for my money. And I did not authorize a monthly automatic debit from my ***** checking account. I did not receive any mail, a phone call, or any correspondence. I called corporate and they said talk to the guy who signed you up (who aforementioned I was told no longer works there). I was charged a lot of money that I did not authorize or agree to. My contract stated I pay an annual fee, and get a promotional year free. I can show you my bank drafts.

Business Response: In response to the Better Business Bureau submission on February 12, 2016, Kathy, the Director of Customer Service spoke with Mr. ******** on Friday, Febuary 19th to discuss his concerns.  Upon review of his detailed information he forwarded on Monday, February 22, we have refunded the disputed amount to his credit card on file which he will see in the next 3-5 business days.  The gym membership has been canceled and we wish him well in his future fitness endeavors.

3/2/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I went off to college in January and signed and provided all of the documents in order to freeze my membership until May. I turned them into the Saint Charles facility in January to a young male before I left. Come February I get charged $39.00 after freezing it. I call the gym and they tell me only corporate can issue a refund. I call corporate and it turns out one of their employees lost my freeze documents and nothing was on file. Again, I'm not that upset at this point. ***** has me send a new one through email and ensures I'll get a refund. I hear nothing back after sending documentation. I email ***** the next morning, no response. I email her in the afternoon, no response. I email her before close, no response. I wait an entire weekend and clearly it wasn't a priority because I didn't hear back or get issued a refund. I wait until Monday afternoon and still no response. I call corporate and one customer service agent transfers me to *****. "Oh my you didn't get a refund yet!" It was clear as day she knew I didn't receive my refund. She has me leave an email and promises me she'll get back to me before the business day ends on 2/29. Of course I am still left in the dark. This was an unauthorized charge that I didn't give Xsport permission to take. I have signed written documentation and a contractual agreement in January that stated Xsport no longer had permission to charge me until I move back in May. This is truly no different than theft. I feel very violated by this company, and don't understand why I have to go to the BBB to get a refund. They are infamous for being a scammy gym that makes it intentionally hard for consumer's to get their money back. This is no different than credit card fraud. A consumer shouldn't have to go through this to get a refund from a company that wrongfully charged them. It's not my problem one of their incompetent employees lost my documentation. Why would I continue paying for a gym that I live 1000 miles away from?!

Desired Settlement: I want my $39.00 and I want 100% assurance that my pass is frozen.

2/27/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 01/28/16 I went in person to the Darien IL XSport location to cancel my gym membership and talked with an employee (I do not remember his name.) He told me my membership was cancelled and tht my credit card would not be billed anymore. On 02/04/16 my credit card was billed $20.55. When I went onto XSport's website in an attempt to remove my credit card from their files I was unable to even when signing into my account. On the XSport website it also shows my account as active. This is poor business practice. I had been a member of XSport Fitness for over 10 years and I am very displeased with their service.

Desired Settlement: I would like the $20.55 I was wrongfully billed to be returned to my account and for XSport employees to receive better training to be able to deal with customers and be more knowledgeable.

Business Response:

In response to the Better Business Bureau submission filed on February 6, 2016, cancellation of membership can either be done at any club location Monday - Friday 10:00 am - 6:00 pm by meeting with a General Manager and completing a cancellation request, which a copy would be provided to the member or by sending a written request to cancel and we recommend certified mail, but registered or regular is accepted to our ** *** ***** ******* ** *****.  The reason for the certified is for the benefit of the consumer in that the proof of mailing can be used for the postmark date for cancellation, privacy and protection of the member, and discontinuance of billing.  On February 12, 2016 we received a written cancellation letter to the corporate address.  Mr. ******'s gym membership has been canceled and we will provide the refund to his card on file for the most recent payment on February 4, 2016 for $20.55.  He should see the refund in the next 3-5 business days.

We regret to hear of any miscommunication or understanding in regards to the member's cancellation request.  If Mr. ****** has any further concerns he is welcome to contact the Customer Service Department Monday - Friday 8:00 am - 6:00 pm at 877-417-1450.  He is welcome to email any concerns to memberservices@xsportfitness.com

We do appreciate his years of membership and hope he returns as a member again.  We wish Mr. ****** the best in his future fitness endeavors.

2/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Xsport Fitness gym continues to bill me for services when I have either canceled with them or suspended my account with them. This is the second it's happened. The first time it happened, it took about three months to rectify the situation. Both times I spoke to them in person and provided all necessary documentation to no avail. Now they are saying that my account seemed to have never been frozen for they continue to charge me. I now want to completely cancel my account because of their unscrupulous business practices and in telling them I want to, they encouraged me to mail a handwritten letter to the corporate office.

Desired Settlement: I want them to completely stop charging me for services I am not receiving.

Business Response:

In response to the Better Business Bureau submission filed on January 25, 2016, please note that on the February 5, 2016, @ 2:45 pm Kathy, the Director of Customer Service left a voicemail for Ms. ***** in an effort to learn more about her customer experience.  Unfortunately, we did not receive a return call.  In reviewing her account info, we see that Ms. ***** signed up for a gym membership on July 1, 2015, paid $35, and July 3rd paid $35 (first/last month).  She used the club eleven times in July.  A payment was taken on August 1st for $35 and one check in.  On September 1st and October 1st she paid $35 for each month.  On September 8th the member provided school proof and requested the account be frozen (9/8/15-9/8/16), therefore, both September and October payments were refunded to her credit card on file on October 13th.  Additionally, on July 7, 2015, Ms. ***** signed up for an XIT membership, the initial payment of $55 was attempted on August 1, 2015, however the payment declined.  We show the member using two sessions in August.  The charges were processed on September 8, 2015, and October 7, 2015, that were disputed and reversed to XSport.  This account was canceled in October 2015 after the dispute process was finalized.  We are not aware of what the circumstances were with the member. 

In an effort to amicably resolve this matter and let Ms. ***** know we do appreciate her feedback and not sure specifically what she addressed with the gym, but wanted to let her know there are other means to reach Customer Service either by contacting the Customer Service Dept Mon-Fri 8:00am-6:00pm cst., login on ***************** and email a voice of the customer concern, or email *********************************  We had no communication prior to the submission to be able to assist her and wish we had the opportunity to work with her.

 That being said, we are providing a refund to Ms. ***** for two months of gym membership (last month paid at sign up and August) a total of $70.  Also, a refund for the two XIT payments of $110.  In the next 7-10 days, Ms. ***** should expect a refund check to the address on this submission for $180.   As requested, we have canceled the gym membership, but welcome Ms. ***** to consider keeping the membership frozen and return to XSport.  If she is interested, she can contact Kathy at ******************************** or reply on the BBB submission. 

We wish her the best in her future fitness endeavors.  

2/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I requested to cancel my membership January 2st 2016 within the 3 days of signing up January 1st, and did not receive money back within the 30 day period the contract says. The website says up to 30 days for returned money and it is past that time period. The background is that I signed up for Xsport Fitness for a two year membership which was a buy one year get one free new year’s special with a Customer Service Representative.I started to have concerns, because it looked like I was signed up for only one yaer. I asked how do I know in writing that I get a second year free. He said it isn't written but I get points to add an additional year. He wrote 38 on the New Members Contract, and I said that doesn't seem like enough points based on the website. He wrote the number 390 points. I asked if this will show up immediately on my account, they said yes. The points did not show up on my account. I called the customer service line on the website twice at four o'clock 1/1/2016 and I got a busy signal then the phone disconnected on their end. I immediately sent a cancel by certified mail in the cancel policy the next day. The policy states for new members, that they can cancel within 3 business days by certified mail. I sent a **** Certified Mail request to cancel January 2nd, with all enclosed documents that the policy required, the contract, and Xsport tags for a refund. I have attached the following documentation of my New Member contract with the cancellation clause, and the **** Certified Mail Receipt to XSport requesting to cancel to the P.O. Box that they have all cancellations sent to.

Desired Settlement: The amount in question, 608 dollars is fully refunded and my account and membership is fully cancelled per the cancellation policy in the document I uploaded.

2/19/2016 Problems with Product/Service
2/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our daughter started a membership at the Batavia location several years ago. Because she was going to college out of state, we cancelled the membership by mail on July 18, 2014. She has since not entered an Xsport facility since then. We were being billed on our credit card until then and they stopped billing us until later in 2015. Charges for the $19.95 monthly fee started appearing on our credit card and I disputed the charges and contacted Xsport that we were not going to pay any further charges because of the cancellation. They then continued to charge my credit card by changing the name of their company and we disputed those charges with our credit card and refused to pay the. Recently, a dunning letter came to our home address made out to our daughter demanding that she call and make payments. My wife then called the number on the letter and told the person of the cancellation but no resolution of the issue was offered as we had cancelled the membership 18 MONTHS ago. Today, my daughter received a dunning call from Xsport demanding payment., I have instructed her not to talk to anyone from Xsport and to not pay or offer to pay anything as the membership was cancelled 18 MONTHS ago. We will not pay Xsport anything at all and will tell all our friends to avoid this disreputable business because of their shady business practices. We need them to acknowledge that the membership was properly cancelled 18 MONTHS ago and to cease from trying to collect anything from us again in the future. Thanks you for your assistance in advance!

Desired Settlement: We need Xsport Fitness to acknowledge that our daughter's membership was properly cancelled 18 MONTHS ago and to cease and desist from any further attempts to collect money from us that we do not owe them.

Business Response:

In response to the Better Business Bureau submission filed on February 12, 2016 the Director of Customer Service spoke with Mr. ****** to discuss his daughter's account on today's date.  We regret to hear of this misunderstanding regarding the cancellation process, but effective today have ensured the account is now cancelled and no further attempts to charge the credit card on file.

We appreciate the feedback to look into what occurred.  If Mr. ****** has any further concerns he was provided a direct contact number to discuss.  He is also welcome to contact ***** by email at **************@xsportfitness.com and she will follow up.

We trust this addressed his request and wish his family success in their future fitness endeavors.

Consumer Response:
Better Business Bureau:

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

Sincerely,

**** ******

2/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was a member of X Sport Merrifild VA location, and I have stopped my membership by person in their location in July 2015. Then after couple months I realized they have been keep charging me. I have called the location after while they told me to contact to their customer service, so I called them and explained the issue and have been told to send them a fax, which I did on November 2015, and I have been told I will get my refund after that. Then on January 2016 I realized they again keep charging me so I called them about 10 days ago, he claimed (his name is Mike) he didn't recieved my fax, then I have sent it again, which was 10 days ago. I have been charged 6 times which is total of $252.00 by them and still didnt get my money back.

Desired Settlement: I would like them to stop charging me and refund my money ASAP.

Business Response:

In response to the Better Business Bureau submission filed on January 11, 2016 please note that on November 30, 2015 you contacted the corporate Customer Service Department and spoke with *****  At that time you were provided the cancellation instructions to either go into an XSport location in person or send a cancellation letter via mail to us.  However, as a courtesy, **** state he would accept a fax request.  To date we have not received a request to cancel from you.  After review of your account going  back tot he beginning of 2015 your credit card on file was declining periodically when the charge was attempted on the 14th of the month.  Your last check in was June 12, 2015.  Since that time even though we attempted to take payment your credit card declined multiple times.  The payment made on June 2nd for $41.99 was collecting for the May 14th dues that had declined throughout the month of May and then June 15th for $42.00 which you last check in was in the month of June.  The BBB submission indicated you cancelled at our Merrifield location in July 2015.  The four payments that were successfully drafted after that date were July 14th $42.00, August 15th $21.00, August 22nd $21.00, and then two payments for September and October on October 29, 2015 ($42.00 each).  We have accepted your BBB submission as your cancellation request.  In an effort to provide a resolution we provided a refund to the credit card on file for $168.00 which was processed on January 27, 2016 and will post within 3-5 business days.  Your gym membership has been cancelled.

If you require any additional explanation please do not hesitate to contact our Customer Service Department Monday-Friday ************ or an email to ******************************** and a representative would be happy to assist.

We regret to hear Mr. ************ choice to cancel but we respect his decision.  We wish him the best in his future fitness endeavors.

2/13/2016 Problems with Product/Service
2/9/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Cancelled gym membership almost 1 year ago and continue to get charged- even after calling business. Called last month and was assured this would be resolved and that I'd be receiving a credit- and then was charged again!! So- called today and was told by *** "sorry you were here on Jan 5"- call Corporate office. As I am typing this- have been on hold over 45 minutes! Have NOT been to this gym in over a year..... I seek restitution for the last year- I feel gym owes me the money since I cancelled.

Desired Settlement: I WANT MY MONEY BACK!!!!!!!!!

Business Response:

In response to the Better Business Bureau submission on February 2, 2016 please note that ***** * the Director of Customer Service had the opportunity to speak with Mr. ****** on February 4th to discuss this matter in greater detail.  We were able to provide a fair resolution that met with the member's satisfaction.  The refund discussed has been processed which he will see within 3-5 business days and the membership has been cancelled.

We regret to hear of the customer experience he received but appreciate him bringing this matter to our attention.  The feedback is very important to us.

We wish Mr. S**** the best in his future fitness endeavors.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Sincerely,

****** ******

2/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: XSport Fitness advertises Personal Training lessons. I agreed to purchase a package of personal training sessions and signed a contract. Since then, I have had the worst experience imaginable. Xsport was extremely unhelpful with issues that occurred throughout my training sessions. First, they set me up with someone incompatible and then gave me a second trainer who quit xSport and left me in the middle of my sessions. The next trainer I was set up with did not show up and she claimed she was never informed of the training session to begin with and would not even be available in the future. Then I was told I would get the most experienced and dedicated trainer to finish my sessions, but they gave me a trainer who had never had done personal training before. He quit working at Xsport after two sessions. The training sessions are supposed to come with "Homework", but I never received any "homework assignments" from any of the trainers even after asking for them. I have asked for a refund, because they charged my credit card in full without me receiving the services promised to me. The managers have been avoiding giving me a straight answer or a refund since November. I have explained my scenarios to two managers and the second manager finally said I would receive a call from someone from Corporate named ***** that handles refunds, but I have yet to receive a call. The Contract was unclear, very vague, and is easily misinterpreted. This has been going on for months. I am so disappointed in the customer service.

Desired Settlement: I do not see any benefit from doing these training sessions and would like a full refund for the inconsistency and lack of follow through from this business.

Business Response:

In response to the Better Business Bureau submission on January 4, 2016, Ms. ******* spoke with ***** ** *he Director of Customer Service on February 3, 2016.  After review, we were able to provide a resolution that met with the member's satisfaction.  The refund will post to her credit card on file within 3-5 business days.

We regret to hear of the customer experience she received but appreciate her bringing this matter to our attention.  The feedback is very important to us.  We appreciate her continued gym membership.

Should Ms. ******* have any future concerns we would encourage her to contact the Customer Service Department at ************ or contact us via email at *********************************  A representative would be happy to assist her in regards to any questions on her membership or customer experience.

Consumer Response:  
Better Business Bureau:

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

Sincerely,
******** *******

2/5/2016 Problems with Product/Service
2/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I completed the written letter, twice with Xsport fitness due to poor service and they continue to debit my account. I have spoke to the manager at the crestwood location along with customer service based on an issue with the trainer cancelling appointments. I thought the issue was resolved however they continue to take money out of my account. **** ** ******* has stopped payment to them not once, twice but three times and they continue to debit my card. I have completed claims with my bank which I can present. You customer service is poor and some of the staff is unprofessional when dealing with customers. I attempted to call and resolve my matter however it was handled incorrectly, I would of still been a customer with you.

Desired Settlement: Please stop debiting my account

Business Response:

In response to the Better Business Bureau submission on December 12, 2015 please be aware that Ms. ****** has spoken with ****** the Director of Customer Service on January 18, 2016.  After being made aware of the miscommunication that Ms. ****** experienced regarding her overall customer experience, we are willing to resolve this matter in an effort to provide a positive end result.  As discussed, we have canceled the personal training agreement.  Ms. ****** had disputed two charges with her bank on December 4, 2015 (October 16, 2015 payment of $160.00 for personal training "pt") and January 5, 2016 (December 16, 2015 payment of $139.39 for pt).  As explained to Ms. ****** since both charges are in the dispute process we have to see that process through but those amounts can be addressed.  Additionally three payments were processed for pt on October 30, 2015 for $159.40, November 27, 2015 for $10.00 and November 27, 2015 for $10.01 for a total amount of $179.41.  Lastly, per the member's written cancellation request received on November 5, 2015 we are refunding the October 26, 2015 payment of $39.00 and the November payment of $39.00 for a total of $78.00.  We have processed the refund to her confirmed visa credit card on file for $257.41 on today's date.  ***** did leave a voicemail for Ms. ****** to follow up with the amounts set forth, but has not received the return call.  Therefore, we wanted to provide this account detail and welcome a return call from Ms. ****** as she was considering returning to XSport for gym membership.

We regret to hear her customer experience, but appreciate the feedback to better understand what occurred.  With this information, we can provide repetitive training to staff to minimize future occurrences.

1/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought packages for personal training and spa services. All were prepaid. Over the course of a few months I figured out that some of the spa services I prepaid for were being deducted from my account without my knowledge or consent. They also pulled a spa service for a service that I did not receive due to unsanitary conditions in the spa. I called several times to speak to the spa manager and she never returned my phone calls. I eventually dropped it because it was becoming stressful trying to resolve the matter. After taking a 7 month break from personal training, because I was not happy with the trainer, I find out that my remaining training sessions worth approximately $52 each were gone. After reviewing this info with the manager, we came to the conclusion that the trainer was stealing my sessions to meet his monthly quota. He pulled about 2 per month for 5 months. I was not even in town on days that he went as far as pulling two sessions in one day. Now nobody will respond to refund my money, and if I cancel my membership I lose thousands of dollars in prepaid packages.

Desired Settlement: I wish to receive a full refund for stolen training sessions and full refund of all remaining prepaid spa sessions so I can cancel my membership without incurring more fraudulent charges by the employees of this company.

Business Response:

In response to the Better Business Bureau submission on November 12, 2015, please be aware that on November 16, 2015, *** ********* spoke with a Customer Service Representative to discuss her complaint at the corporate office.  After discussing this matter in detail, we were able to provide a resolution that met with the member's satisfaction.  A refund check was provided and sent to the member which should have been received by this date.  If she has not received for any reason, please contact either Customer Service at ************ or *********************************  The membership and personal training has been cancelled.

We regret to hear of the customer experience she received, but appreciate her bringing this matter to our attention.  The feedback is very important to us.  We wish her well in her future fitness endeavors.

Consumer Response:  
Complaint: ********

I am rejecting this response because: this matter has not even been addressed by this business let alone resolved. This is 100% false information. Flat out lie. I was issued a refund check for the 40 sessions I was forced to buy after the theft from their employee was brought to my attention. I have called, emailed, and spoken to the customer service department and each time it's the run around. Takes my info and I never hear from them again. I was never refunded, emailed, contacted at all regarding the sessions that were stolen from my account. In addition to my "account being cancelled", and still be charged $35 per month for a membership. Again, nobody can resolve this for me either. At this point I am ready to file a lawsuit.

Sincerely,

******* ********

Business Response: We are following up on the recent rejection response from *** ********.  On January 15, 2016 our Customer Service Manager, ******* spoke with her regarding her response on the previous refund issued on November 13, 2015.  We are working with the member on her dispute for personal training sessions and her gym membership.  We are awaiting her response as of today and will work with her on an amicable resolution.  We were unaware of a continued concern after she spoke with the Customer Service Department in November.  We look forward to hearing back from her this week to take care of this expediently.

1/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In the main fitness room, there are missing tiles due to a ceiling leak. They had to close down the room for a few days since it was leaking on the floor. They had the room open soon after and had missing tiles with insulation hanging down from the ceiling and had the fans blowing which was causing pieces of the insulation to float around the room. This is extremely dangerous and could have gotten in someone's eye and cause damage. My other concern is since the ceiling is still exposed and insulation is hanging from the ceiling, I'm afraid it could potentially fall on someone or even more ceiling tiles break and fall on someone during class. The women's bathroom is in the same condition with a ceiling tile literally handing from the ceiling waiting to fall on someone. It's directly over a bathroom stall. You would think they would block it off for safety for their members but I feel like this matter isn't taken seriously. I feel they should have fixed this situation before adding in another new room to attract new members. Take care of your members that have been with you for a while to make sure they aren't tempted to leave to your competitors.

Desired Settlement: To close up the ceiling so that there is no potential for debris to fall while working out and while using the bathroom.

Business Response:

In response to the Better Business Bureau submission on January 4, 2016, please be aware that due to inclement weather recently, we experienced a minor leak that caused some repair and had to ventilate the area.  We do apologize for this inconvenience, but with XSport locations being open 24/7 when incidents occur, unfortunately you may experience some inconvenience while we remedy the problem. 

We always to try to take care of the members needs first, repairs and a fresh look at the activities that members' and guests' might benefit from by adding new fitness options to our facilities such as Xit training.

Thank you for providing us your feedback and appreciate your continued membership.

1/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I explicitly informed the manager signing the contract for personal training seasons that I wanted to purchase four sessions only. He wanted to sign me up for a 1000 package which I refused and never signed or agreed to in any manner. I informed him if he charged me that it would be fraud. I have a witness to this statement. This is not a misunderstanding, I have the signed contract which I have agreed to pay for four sessions which I was also billed for separately. It is a great inconvenience for me to have to write this letter and cancel my credit card and dispute the charge.

Desired Settlement: Full refund for all sessions and remainder of membership and explanation of practice.

Business Response: In response to the Better Business Bureau submission on January 8, 2015 please be aware that on January 4th and January 5th, 2016, Mr. Velazquez spoke with Customer Service Manager **** and provided one month of membership for the original complaint regarding billing and confirmed this matter had been resolved.  The billing issue was addressed on December 28, 2015, which is the same date he signed up for personal training sessions and was charged $919.80 for 20 pt sessions.  At his request, this amount was refunded and he was charged $183.96 and provided 4 PT sessions, which he has used as of this date.  We do apologize for any miscommunication in this regard, but did address immediately with emergency billing to amicably resolve.  The credit card process within 3-5 business days so by this time he would have received.  We regret to hear of the customer experience, but appreciate him bringing this matter to our attention.  The feedback is very important to us.  We appreciate his continued membership.

1/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Good Morning, I have had over 20 issues with my account at Xsport in Niles, IL. The facility is located in Niles but the billing is all taken care of by their corporate office. You are required as a member to have a credit card on file. And this where the theft begins!!! I am supposed to be charged $39/month. At one point I did sign up for child care which would have made the monthly charge of $49/month. After, I signed up for that I was charged some months both $39 & $49 on different days. Well, finally that stopped! But now my credit card continues to be charged $49/month after I signed a document to cancel the childcare fee. The last turn of events have put me over the edge with this Corporation. I called on the 25th once again & ****** said she would credit my account for the overcharges. I just checked my credit card & they charged me the amount they were supposed to credit me & charged me $49 again when its supposed to be $39. This corporation are thieves!!! I can guarantee you that I am not the only one - I bet their are thousands. The one woman from customer service described their system as having "layers" & if you miss one step the credits will not occur. I believe their systems are created to fail the customer!!! This needs to be reviewed & taken seriously!!!

Desired Settlement: I would like the credits issued and I would like some kind of compensation for the time spent on correct the billing issues! I would also like a formal apology from upper management & the CEO to be notified of my issues!!

Business Response:

In response to the Better Business Bureau submission on November 30, 2015 please be aware that on December 2, 2015 Ms. ******* spoke with Customer Service Representative ******.  After the member brought her concern to our attention, we canceled the child play agreement for non-use and refunded $30 to the **** credit card on file.  This refund would have been processed to her account within 3-5 business days so hopefully she has seen this credit.  If she has not received for any reason, please contact either the Customer Service line at ************ o* *********************************  This matter has been amicably resolved.

 

We regret to hear of the customer experience she received, but appreciate her bringing this matter to our attention.  The feedback is very important to us.  We appreciate her continued membership.

1/16/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Xsport is billing me twice a month for membership for 9/2015; 10/2015; 11/2015 on my ******** ******* credit card. They have been billing my card $49.00 twice for the past 3 months and I want them to stop. I have contacted them twice and their billing practice continues. I was informed by **** (salesperson) at Xsport that I would receive one month free membership as compensation for the mistake Please help me. I already informed them that I would be filing a compliant with the BBB Respectfully, *** ***** *****

Business Response:

In response to the Better Business Bureau submission, Ms. ***** contacted Voice of the Customer on November 22, 2015 and started discussions regarding a double billing concern she was receiving to her credit card on file.  After looking into things further, we were able to identify the source of the billing linked to her credit card on file.  Ms. ***** was being charged for a gym membership for herself and for T. Grant, which she was made aware of and confirmed the relationship to this member.  At the request of Ms. *****, on December 21, 2015, we cancelled this membership associated with her card and refunded accordingly, which she would have received within 3-5 business days.  Ms. ***** was informed and satisfied with the resolution.  Additionally, we provided one month to Ms. *****’s gym membership for the customer experience.  Her next billing will be on February 14, 2016.

 

Should the member have any future concerns, we would encourage her to contact the Customer Service Department at ************.  A representative would be happy to assist her with her membership.

 

We appreciate Ms. ***** providing her feedback in this matter and trust we were able to answer her billing questions satisfactorily.  We appreciate her continued membership.

 

 

*** ****

********* *********** ****

******* ******** ****

****** ** ******* **

*** ***** ** ***** ************

1/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: advertising special buy one year and 1 year free. I bought membership for 1 year. so after one year, there is no free. I am asked to pay monthly I was informed by staff that I would get 1 month free in addition if any new member states my name. I recruited 4 new members, and I gave them "management" the names and received no credit. 4 months additional. I called the management several times on hold and long holds. the number advertised puts you on hold several minutes and no resolution. "go to website" I logged in the website, and still unable to do any changes. please look in to this.

Desired Settlement: need to get all credit as advertised. need full membership.

Business Response:

In response to the Better Business Bureau submission, please be aware that on December 29th and 31st, 2015, Mr. ****** spoke with Kathy the Director of Customer Service regarding this complaint.  After discussing this matter in detail, we were able to provide a resolution that met with the member's satisfaction.

Mr. ****** did not realize he needed to redeem his reward points for membership either on the website, www.xsportfitness.com or contact the Customer Service Department at 877-417-1450 prior to July 1, 2015.  We have assisted by redeeming his points on his gym membership through June 29, 2016 and provided three additional months of membership for the month of December 2015, for non-use and two months for two referrals that were confirmed.  His membership is active through his next billing on September 29, 2016.  The member has been informed that we need him to provide an updated credit card on file, which he indicated he would provide in the very near future.

Mr. ****** appreciated the assistance to resolve this matter.  We appreciated his continued membership.

1/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i signed up for monthly tanning program at 10.99 taken out on the 15th. but everytime i go to tan they tell me i am not in the system but their keep taking money out of my checking accout. last month i sighed a letter withdrawing from the program with ****, the manager of the store, but money is still being taken out

Desired Settlement: i want the two payments credited back to my account and all furture payments stopped

Business Response:

In response to the Better Business Bureau submission, Mr. ********* signed up for a second tanning membership account #******** on November 10, 2015.  He made a cash payment of $1.84 for a new tanning package.  He then used the tanning facility on November 11, 2015.  There was no use after that time and he was charged on November 16th and December 16th 2015.

We regret to hear of Mr. *********'s customer experience and will ensure our staff is trained to assist members at club locations.  As a courtesy, I have canceled this tanning membership and he will receive a refund check for $21.98 within the next two weeks of this correspondence at the address he provided on the submission.

We appreciate Mr. ********* bringing this matter to our attention.  If the member has any customer service concerns in the future, he is welcome to contact ************ or email ********************************.  We would be more than happy to assist him.

Consumer Response:  
Complaint: ********

I am rejecting this response because:the reason i did not use the tanning bed is because everytime i went they told me i was not in the system!!!!!!!! and as far as your staff i have seen monkeys at the zoo better trained

Sincerely,

******** *********

1/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for training session with the gym for about $1000 or more and they refused to reimburse me. when I initially signed up I had already trained for 2 yrs and spend about 2500 with the company. I got pregnant after signing up for additional sessions and I was high risk. I was bleeding while I was pregnant I called them to tell them about my situation and they refuse to give me back my own money. I left the money with the company thinking I'll use after I have the baby and I'll feel better. After I had the baby I had a blood clot then I had to be on blood thinners I am still dealing with that. I am very sick I've been paying them gym 19.99 every I am not complaining about that. Training session that I can't use its my money how can they take that without providing a service that I can't have because of health condition. Thank you so much for all you help.

Desired Settlement: I would like them to give me my money back.

Business Response:

In response to the Better Business Bureau submission on November 28, 2015 and was listed as unanswered on December 28, 2015, please be aware that Ms. ***** had started telephone discussions with the Customer Service Department in December of 2015 and we were waiting on proof of her medical condition.  On January 7, 2015 Ms. ***** spoke with *****, Director of Customer Service regarding the complaint.  After discussing the matter in detail, we were able to provide a resolution for the member by providing a refund on unused personal training sessions to her credit card on file, which she will see in the next 3-5 business days.  Additionally, upon Ms. ******* return to XSport, we will be providing the months of membership to her account that she has paid for during the non-use time period.  She was provided the direct line to contact prior to returning to the gym to reinstate the membership or she is welcome to email ***** at **************@xsportfitness.com to assist via email.  Lastly, we have placed her membership on a medical freeze for one year from today's date as discussed.

We appreciate Ms. ***** bringing this to our attention and expressed to her our willingness to work with us to resolve this matter amicably.  The feedback is very important to us.  We wish her well in her recovery and congratulations on the birth of her child.

Consumer Response:
Better Business Bureau:

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

Sincerely,

****** *****

1/10/2016 Advertising/Sales Issues
1/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After signing up for Xsport personal training I began to experience some health issues, specifically muscle weakness and falling. I am now being followed closely by medical personal and undergoing various testing to determine a diagnosis which I have been told can be weeks, to months, to years. I contacted Xsport customer service line ************ and was on hold for 28 minutes. I was told then to send a letter from my doctor which needs to read that I am "medically disabled" and no longer able to participate in personal training. I needed this letter to receive a refund for the personal training sessions that I can no longer use. This letter was sent on 10/9/2015 to ** *** ***** ******* ** *****. Mail from Lombard typically arrives 24-48 hours to Aurora, IL from Lombard IL. On 10/19/15 I called and after waiting on hold for 17 minutes I was told that a 'Justin' was handling my case and that we will call be back to discuss my refund. I did not receive a return phone call. Again on 10/21/15 I called the customer service line and again was told that 'Justin' would have to get back to me. I did not receive a return call. Today 10/27/15 called once again and was on hold for 32 minutes before giving up and hanging up which has brought me to the BBB website. Xsport prides themselves as having an A+ rating with the BBB when it comes to customer service which I have not received. I would like my refund on the personal training sessions I cannot use as I have followed the protocol to receive that refund. Thank you,******** *****sport Member number ******** Product_Or_Service: Personal Training Sessions

Desired Settlement: DesiredSettlementID: Refund I would like my personal training refund deposited into my account on file by November 5, 2015 or a personal check mailed out by November 2, 2015

Business Response:

In response to the Better Business Bureau submission on October 27, 2015 please be advised that his matter was resolved and a refund was processed on November 11, 2015 for $630.00 to *** ****** **** credit card on file.  By this date, she should have seen the credit being that the refunds are processed within 3-5 business days.  If for any reason she has not, she is welcome to contact our Customer Service Department at *************

*** **** had contacted our Customer Service Department on October 9, 2015 and was provided the process regarding medical proof consideration for her personal training and membership.  Once documentation was received the refund process followed.

We appreciate Ms. **** providing her feedback in this matter and hope she was satisfied with the resolution we were able to provide.  We wish her well.

1/9/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for the one-year membership with Xsport Fitness for the amount of $568.05 on October 4, 2015. On the next day (October 5, 2015) I was charged with an unauthorised transaction of $499.00. Starting from October 9, I contacted manager ***** and ****** ********* and complained about this issue and requested the refund of this unauthorised transaction of $499.00. Every time I called they promised me that the issue will be resolved in couple days. One month has passed and nothing has been resolved yet.

Desired Settlement: refund the amount of $499.00

Business Response: In response to the Better Business Bureau submission on December 7, 2015, please be advised that his matter was previously resolved and a refund was processed on November 13, 2015 for $499.00.  This credit was applied to *** ********* **** credit card on file, which she should have seen posted to her account within 3-5 business days.  Due to the time frame from when this was reported and processed, if for any reason the refund has not occurred, please have her contact our Customer Service Department at ************ or via email at ********************************.  We appreciate *** ******* providing her feedback in this matter and apologize for her customer experience.  We appreciate her continued membership.

12/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I submitted this Complaint on September 20, 2015 at 4:42 PM:I don't understand why my credit card information is permanently recorded in their file. I dont want my credit card information to be kept in their file. I tried to remove or edit the information. But their website did not allow me. I want the membership stop immediately so I visited their Bolingbrook gym office. The manager told me he cannot discontinue the membership there. So he gave me that ************** Customer Service Hotline. I called many times but nobody answered the phone at all times. They kept on charging twice at $19.95 each every month. And from August to September , XSport is continually charging my credit card account. I received a response from one of their representative telling me they are sorry for the inconvenience it caused me. But they never gave back the overcharged payment they collected from my bank account. It is obvious that their Customer Hotline Service phone no. is only a "dummy" phone. It is an automated machine telling you that "we are receiving volumes of call....and so on and so forth". I tried calling on 8/22, 9/15, 10/13/, 10/19. All call made on different hours of the day lasted for 15 minutes and yet nobody answered the phone. My concern is 1) for them not to permanently keep on file my credit card/debit card info and 2) I want a refund for 4 excess payments they charged in August and September, 2015. Account_Number: ********

Desired Settlement: DesiredSettlementID: Refund As stated above. Thank you

Business Response:

I was unable to submit using the online system, so I am responding via email:

In response to the Better Business Bureau submission filed on October 19, 2015.  *** **** had contacted Member Services by email via Voice of the Customer on September 20, 2015.  *** **** had inquired about her gym membership and her son’s membership.  First, regarding her membership associated with key tax ********* a representative assisted her with the cancelation request on October 1, 2015, and wrote off the October payment and refunded September for non-use.  *** **** followed up with an email requesting a refund of two additional months for July and August due to her being unsuccessful in speaking with a customer Service Representative relative to her non-use since July 11, 2015.  In an effort to resolve this matter, on November 18, 2015, a refund of two additional months was applied to her credit card on file for $39.90, which she should have seen posted by this date.

Secondly, her son’s gym membership associated with key tag *******, his membership was placed on a freeze for school effective September 30, 2015.  His last check in was August 1, 2015.  Again, as a courtesy to the member, on November 18, 2015, we refunded two months for August and September to the credit card on file for $39.90.  it is important to note that the member keep in mind that school freeze request can either be completed in the gym with proof of school paperwork sent to customer service via fax ***********7.  Should call volume create longer wait times, we do recommend that member’s visit our website at ***************** and contact us through Voice of the Customer or feel free to contact us via email at *********************************  These options will alleviate a member’s time on hold and we can respond quickly.  Lastly, school freezes are removed once a member checks into the club.  If a member needs to freeze the account again, for example they return to school, the member must again send proof of school to update the current status on the membership.  It is important to manage to avoid monthly charges.

Since *** ****** submission, members can now cancel at any of our XSport locations or send a letter to XSport Fitness, ** *** ***** ******* ** *****.  Members credit cards are placed on file at the time of membership agreements are signed.  The credit card secures the agreement and if a member wished to not have the card charged on automatic payments, they would pay the amount due prior to their billing date.

We regret to hear of the customer experience she received, but appreciate her bringing this matter to our attention.  The feedback is very important to us.  We do apologize for any inconvenience this matter caused *** **** and trust that we have resolved all of her concerns.

*** ****

********* *********** ****

******* ******** ****

****** ** ******* ** *** ***** ** *****

************ ****  

12/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On September 18th I visited the Alexandria location to purchase a gym membership. With the assistance of Nick, Manager, I purchased the year's membership as well as 24 sessions on personal training (membership # X1523511). Nick assured us we had a 30 day trial period and that we were free to cancel and get a full refund (with the exception of any sessions used) before the 30 days. He informed us that we would have an introductory session that will not count towards the 24 sessions and that we would not start the count until we found a trainer whom we were satisfied with. He then proceeded to schedule an appointment with a trainer for the following week. Prior to our training meeting we decided to call the gym to confirm the time of the appointment and were informed that there was a mistake and that the appointment was not actually booked, I was told Ben would call us back to reschedule an appointment but we never heard back from him. A few days later we visited the gym again and we informed Nick that out appointment was cancelled and that no one had called us back to reschedule and he said he would have Ben contact us. After this attempt we were able to schedule an appointment with Carl and we did our interview sessions. Given that the training is particularly tailored for my fiancée we decided to not train with Carl and request a female trainer. We informed Carl via email and he passed the message along to Ben so that he may contact us again to schedule, but again we did not hear back from Ben. Since I did not hear back I decided to call the gym, I spoke to Ben and he scheduled an appointment with Barbara. The day of our appointment with Barbara we show up but she was not there. Ben apologized for the inconvenience and offered a free sessions as a courtesy, he then again offered to call us back the following day to schedule another appointment with either Barbara or another female trainer but again we did not hear back. At this point we were so disappointed of the horrible service that I decided to cancel the sessions. I did receive a call and email from Barbara a few days later but at this point we did not want to continue. I called Nick and told him I wanted to cancel and he referred me to Chris the general manager because he said he could not help me. I called the gym and left a message for Chris to call me back but he never returned my call. I proceeded to send a message through the website to request to cancel the trainer sessions but I never received a reply. I then proceeded to contact customer service directly and I representative there asked me to contact my location directly. I called the Alexandria gym again and requested to cancel the membership and they told me to visit the gym to complete my request. When I arrived at the gym I was asked to complete a form and to speak to the general manager Chris. Chris apologized for the inconvenience and offered to make amends by delaying our payment and giving us two additional sessions but at this point we do not believe they can keep their word with the appointments so we declined his offer and asked him to just proceed with the cancellation. He then informs us that he actually cannot cancel and refund the training sessions because only customer service can. I expressed my concern that it was customer service that sent us back to him and now he was sending us back to customer service. He told us there was nothing he could do and that we would get a call within 48 hours to proceed with the cancellation request. It has not been 4 days and the 30 deadline is approaching and no one has been able to assist me with my request. I am very disappointed with the all-around service of this gym. From the failure to schedule our appointments, the failure to follow-up with a call each time, the failure of the trainer to show up, and the run-around from customer service to gym in order to get this canceled.

Desired Settlement: I am requesting to have the training session cancelled, a refund in the amount of $270.00 be issued back to my account and to cancel any future debits from my account. I do not believe the gym can honor their appointment and I do not want to be struggling this much every time I need to schedule an appointment.

Business Response:

I was unable to submit using the online system, so I am responding via email:

In response to the Better Business Bureau submission filed on October 13, 2015, Mr. ******* first spoke with Customer Service on October 7, 2015.  On November 18, 2015, Customer Service Manager Mike contacted Mr. ******* and discussed the terms of the signed Personal Training Agreement dated September 18, 2015, which he agreed to purchase twenty-four (24) sessions.  Mr. ******* stated he wanted to continue his gym membership, but due to his experience, Customer Service discussed options regarding his personal training.  Once of which was to keep the twelve personal training sessions paid to date and cancel the remaining twelve sessions along with removing the $540.00 balance.  Mr. ******* requested time to consider and would follow up.

The written personal training cancellation policy is outlined in the agreement and states it can be cancelled within three days.  The personal training sessions are not refundable unless he cannot use the sessions due to medical issues, if member moves away from the gym, is deployed, or part of a missionary trip.

On November 23, 2015, Mike from Customer Service followed up with Mr. ******* and after much discussion on resolutions, Mr. ******* informed Customer Service that he had already disputed the credit card charges of $540.00 with his bank for twelve (12) sessions.  Therefore, it was agreed that we would allow the dispute process and write off the balance due of $540.00.  The sessions have been removed and the personal training has been cancelled.

We appreciate the member’s membership and for bringing this matter to our attention.  The feedback is very important to us.

Kim ****

Executive Affiliates, Inc.

Capital Fitness, Inc.

47W210 US Highway 30

Big Rock, IL 60511

************ ****

 

12/11/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In July 2013 I paid for a year membership upfront and was supposed to received 3 months free. I also bought personal training services I never finished using because I was injured and decided personal training was not for me. I NEVER authorized them to continue my membership after the 15 months period. I contacted them in November or December of 2015 to stop the monthly membership charges they had started billing me. Recall, I paid UPFRONT for a year so I never had a monthly charge. I thought it was taken care of but just discovered they have continued to charge me $49 per month, I have never been to the location since I thought my membership was over. I am currently on the hold trying to reach them again, I have been on hold for 15 minutes now and cannot reach a human being. SO the total I was returned is $49 for 11 months or $539. I have disputed the charge on my credit card this month. I didn't catch this before because my husband is supposed to review the charges on this credit card so I haven't checked. I assumed after November of last year that this was resolved and that XSport would not continue to steal my money.

Desired Settlement: I want $539 returned to me for the fraudulent charges on my credit card.

Business Response:

The Better Business Bureau submission was received on October 27, 2015.  Per Ms. ******’ Membership Agreement dated July 22, 2013, she purchased twelve months of membership and received 90 reward points.  In July 2014 she had the option to redeem her points for membership (30 points equals one month of membership) online at www.xsportfintess.com or request customer service to redeem the points for her, however, neither was done.  We spoke with Ms. ******’ today regarding her account and were successful in providing her a resolution due to this concern.

In regards to the personal training, Ms. ******’ purchased 40 personal training sessions on July 22, 2013.  The written personal training cancellation policy is outlined in the agreement and states it can be cancelled within three days.  The personal training session are not refundable unless she cannot use the sessions due to medical reasons, moves more than 25 mile radius from an XSport location, is deployed or part of a missionary trip.  Additionally, the terms of the agreement state that the sessions have no monetary value as they expire one per week (40 weeks thereafter).  She used eighteen (18) personal training sessions and twenty-two (22) remained.  This Agreement is now over two years old, which is well past any contractual obligation.  Our call log reflects that Ms. ******’ spoke with a Customer Service Representative on November 14, 2013, she inquired about canceling the personal training and was provided the terms that qualify for cancelation.  At that time, she stated she would forward medical proof.  On December 31, 2013, Ms. ******’ again called Customer Service to cancel the personal training and no medical proof was ever received.  Ms. ******’ indicated she would check with her medical doctor and follow up with me via email that I have provided once she obtained.

In an effort to amicably resolve this matter, we are willing to cancel her membership by way of the BBB submission and discussed with Ms. ******’ we will provide a refund to her credit card on file for the months of membership since July 2014.  She will see the credit in the next 3-5 business days.

We do apologize for any inconvenience this matter has caused Ms. ****** and appreciate her working with us to resolve.  The feedback is important to me.

 

Kim ****

Executive Affiliates, Inc.

Capital Fitness, Inc.

47W210 US Highway 30

Big Rock, IL 60511

************ ****

 

12/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently lost my cellphone (Samsung S5) on Tuesday, September 13th between the hours of 8pm to 9:30pm. The next day in the evening, Wednesday, September 14th, I went to the front desk and asked if anyone return a phone yesterday. A front desk representative indicated that someone turn in a phone that matched the description of my cellphone, unfortunately, she indicated that the General Manager had it locked in a safe and only the GM has keys to to retrieve it. The next day, Thursday, September 15th - I went back to the Gym (Woodbridge, VA) and finally I was able to speak to the General Manager. However, the General Manager was very uncooperative. He was not able to provide a sufficient response to my immediate questions: -Where is my phone? -Is there a log book for lost merchandise? The only solution he indicated was that he will give me a call the next day. Unfortunately, three days have pass I failed to receive a call back.

Desired Settlement: I request phone call from corporate and request reimbursement of lost phone.

Business Response:

I was unable to submit using the online system, so I am responding via email:

In response to the Bette Business Bureau submission on October 19, 2015, members that have incidents occur inside our facilities are encouraged to complete an incident report.  We do not show this information reported at our Woodbridge location to date.  Also, we do not show Mr. ***** being an active member, therefore, we are unable to confirm his check in at this location for said date and time.  Without having the incident documented with specifics, we can only inquire by way of this correspondence since no contact number was provided.  Mr. ***** is encouraged to provide names or physical description of who he spoke with at the gym.  We do post signage inside the gym locations that we are not responsible for lost or stolen items.  We do encourage the use of the valuables lockers to ensure the safety of member’s valuables.

We regret to hear Mr. ******* complaint, but with the information reported by way of this submission are unable to provide any resolution.  If the member would like to discuss this matter, please have him email memberservices@xsportfitness.com and provide a contact number and a representative can follow up.

Kim ****

Executive Affiliates, Inc.

Capital Fitness, Inc.

47W210 US Highway 30

Big Rock, IL 60511

************ ****

Consumer Response:


Complaint: 10886820

I am rejecting this response because: Membership ID information is provided via Member Number X1532011. Name is shown backwards in the system. However, I spoke to the young women at the front desk, she indicated that Xsport Fitness did retrieved a "Cell-phone" that matched the description on my phone that occurred on that day and time. However, I was in contact with the Branch Manager for this location. The gentlemen failed to provide any follow-up or correspondence to my previous concerns. The Branch Manager indicated that he was to review the security tapes that took place on that time and date.

My cell-phone was in the possession of Xsport.

Sincerely,

Clarence *****

11/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: There are numerous unauthorized transactions from xsport on my bank statement and mgmt will not return any of my phone calls. It's been only a little over a month and there are numerous charges totaling about $300. No one at the facility can give me any answers. I dealt with ****** and he claimed to be the manager, however when I asked him about the charges he said he will have the manager contact me. I'm so disgusted. It's a nice facility but if I have a $20 a month membership why am I being charged so much it seems like every week there is a new charge. They admitted that whoever signed us up set up the payments wrong, however this was 2 weeks ago and no one has attempted to fix it as we have been charged twick since our initial complaint. Product_Or_Service: Fitness membership

Desired Settlement: DesiredSettlementID: Refund I would like to cancel all services with xsport and I would like a refund. I would suggest retraining of the staff on customer service and billing matters. Mgmt is never around and does not follow up on anything.

Business Response:

I was unable to submit using the online system, so I am responding via email:

In response to the Better Business Bureau submission filed on October 11, 2015, *** ****** spoke with the Customer Service Manager **** on today’s date and discussed each of their membership agreements and *** ****** Personal Training Agreement all dated September 7, 2015.  *** ****** stated that they wished to continue their gym membership, however, wanted the personal training agreement canceled due to their verbal understanding of the payment structure terms as opposed to the outlined signed written agreement.

We were successful in addressing her concerns on their behalf relative to the gym memberships and assisted in providing one month of membership for each due to their customer experience and redeeming two additional months for *** ****** for referrals.

The written personal training cancellation policy is outlined in the agreement and states it can be cancelled within three days.  The personal training sessions are not refundable unless he cannot use the sessions due to medical issues, if member moves away from the gym, is deployed, or part of a missionary trip.  We have taken the member’s feedback into account and determined as a one-time courtesy, XSport Fitness is willing to cancel *** ****** personal training, write off the balance, and remove the sessions.  Currently, *** ****** and *** ***** had disputed the credit card charges for the personal training payment, therefore, we cannot provide the refund at this time.  *** ****** was informed that we need to allow the dispute process to be completed to refund accordingly less the two sessions ($45.00 each) used in September.

We appreciate the member’s membership and for bringing this matter to our attention.  The feedback is very important to us.

 

 

 

11/30/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I sent two letters, one by certified mail and one by **** priority mail to cancel my membership and not bill me for the next month. Instead my letters were disregarded and I was billed $35 on October 25, 2015. I would like this corrected. I paid for the last month of membership up front so I should not have been billed for the last month if this was the case. I am a member of the garden city, ny location. The BBB did not have this location on the website.

Desired Settlement: Refund of the overbill $35 and cancellation of my membership

Business Response:

In response to the Better Business Bureau submission filed on October 27, 2015, we received the member’s cancelation letter on October 26, 2015 and the payment was processed on October 25, 2015.  Given the timing on dates, we refunded the payment for $35.00 to the member’s credit card on file on October 28, 2015.  The member should have seen the credit by this time.  The gym membership has been cancelled.

We regret to hear of the customer experience and do apologize for any inconvenience this caused.  We appreciate him bringing this matter to our attention.  The feedback is very important to us.

We wish *** ******** success in his future fitness endeavors.

*** ****

Executive Affiliates, Inc.

******* ******** ****

****** ** ******* **

*** ***** ** *****

**********

** ****

11/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I canceled my membership in person at the Alexandria, VA location on August 30. I was told it was to late to stop September's membership fee deduction from my account, but that it would be refunded immediately. On September 17, I still had no reimbursement so I went again - in person - and was told I needed to wait ten more days. Called on September 29 - was told my refund would be to me by the end of the week. Called October 1 - told it was underway. Called October 9 - after being on hold for a ridiculous amount of time, I was told that the representative could not access my account because it wasn't "hers" and put me back on hold for another ridiculous amount of time. Finally hung. As of October 19, I have not received a refund.

Desired Settlement: I want my $35 for the fee that was deducted from my account after I canceled my membership.

Business Response:

I was unable to submit using the online system, so I am responding via email:

 

In response to the Better Business Bureau submission filed on October 19, 2015, we are in receipt of the member’s cancelation letter.  On October 26, 2015, check #***** for $35.00 was sent to the member for reimbursement of the September dues.  The member should have received the refund check by this time.  The gym membership has been canceled.  We regret to hear of the customer experience and do apologize for any inconvenience this caused.  We appreciate her bringing this matter to our attention.  The feedback is very important to us.  We wish Ms. ******* success in her future fitness endeavors.

 

 

 

*** ****

********* *********** ****

******* ******** ****

****** ** ******* **

*** ***** ** *****

************ ****

 

10/23/2015 Problems with Product/Service
10/19/2015 Delivery Issues
10/13/2015 Problems with Product/Service
10/9/2015 Problems with Product/Service
10/9/2015 Advertising/Sales Issues
10/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This pool routinely has individuals who go in wearing their undergarments or gym attire, rather than a swimsuit as the rule is posted. This is unsanitary as it brings in unnecessary germs and bacteria to the pool and the hot tub that this facility runs. Staff have not once come over to someone to address this problem. There are cameras facing the pool so they have the ability to monitor for this issue. They have also ignored requests from the County Health Dept. regarding this unsanitary behavior by its patrons and the facilities unwillingness to enforce its own rules regarding the requirement to wear a swimsuit and shower before entering the pool.

Desired Settlement: Fix the problem

Business Response: Initial Business Response /* (1000, 5, 2015/10/02) */ In response to the Better Business Bureau submission filed on October 2, 2015, we request additional information from Mr. ******* in order to associate which location he is referencing. If he is a member and can provide his keytag number that would also be helpful. Once received, we would be more than willing to respond. Please note any member or guest is welcome to contact us either by our website at xsportfitness.com, click on voice of the member contact or feel free to notify the Customer Service Department at XXX-XXX-XXXX of any concerns. Initial Consumer Rebuttal /* (3000, 7, 2015/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is in reference to the ************** location. Go watch the pool an hottub and you will see this behavior by people in violation of your posted rules. Final Consumer Response /* (4200, 11, 2015/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The pool never enforces this policy. The business is not being truthful as they are not truthful in any aspect of how they run their business. Final Business Response /* (4000, 9, 2015/10/06) */ In response to your Better Business Bureau complaint regarding the *************** location, it is our policy to have all members and guests wear appropriate swimsuit attire while utilizing the pool and hot tub facilities. Our staff works to regulate this policy on a regular basis. We were unable to locate Mr. ******* being an active member so we are only able to respond as it related to this location. We respectively ask that this matter be closed.

10/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: BASICALLY THE COMPANY CHARGED MY DEBIT CHEKING ACCCOUNT A $49.00 CHARGE WHICH THEY SAY IS A RENEWAL WHICH I WAS NEVER NOTIFIED OR TOLD BY THE SALES REPRESENTATIVE THERE WOULD BE, WHEN THEY ADVERTISE THAT THERE IS JUST A 9.95 MONTHLY CHARGE I HAVE BEEN A MEMBER FOR LONG TIME ON AND OFF FOR YEARS BUT THIS HAS NEVER HAPPENED BEFORE THIS IS FALSE ADVERTISING AND I AM VERY DISAPPOINTED I WILL CERTAILY LET THE MEDIA AND EVERYONE I KNOW ABOUT MY SITUATION AND IMSURE I AM NOT THE ONLY PERSON THEY HAVE DONE THIS TO I WILL ALSO TELL ANYONE WHO I KNOW NOT TO GO GO OR SIGN UP WITH THEM NO MORE IF MY ISSUE IS NOT RESOLVED.

Desired Settlement: A REFUND FOR THE AMOUNT CHARGED UNAUTHORIZED TO MY DEBIT CHEKING ACCOUNT NOT BEING NOTIFIED ABOUT WHICH IS $49.00

Business Response: Initial Business Response /* (1000, 5, 2015/10/01) */ In response to the Better Business Bureau submission filed on September 24, 2015 we have reviewed the member's agreement signed on July 24, 2014. In the written agreement, Mr. ********* elected to downgrade the membership to $9.95 per month, which included processing fees and an annual maintenance fee of $49.00, which was first charged to his account on August 16, 2014 (15th or next business day immediately following new agreement). The type of membership Mr. ********* chose includes an annual maintenance fee. The annual maintenance fee that was charged last year was now billed for 2015 and was charged to his credit card on file on August 18, 2015. This is a fee that applies to all members with this type of membership and it cannot be waived. Mr. ********* has been a member with XSport Fitness before and should be aware that different membership promotions are available. Hopefully, this helps clear up any confusion regarding his recent charge. If we can be of any further assistance, the member is welcome to contact us either by our website at xsportfitness.com, click on voice of the member contact or feel free to notify the Customer Service Department at XXX-XXX-XXXX. Initial Consumer Rebuttal /* (3000, 7, 2015/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes i undestand your saying your policy is but i was not notified of there being an annual renewal the representative did not make aware of that and i guess he made me sign a contract without explaining terms and conditions and also your sign outside the facility clearly says 9.95 a month $49 sing up fee not sign up and yearly renewal fee and you are right i have been an xport customer long time on and off i tried you guys again in 2014 simply for that deal of sign up $49 nand 9.95 a month if i would have known i would be scammed by you guys i would have stayed with my previpous facily which is alot better deal then getting ripped off $49 and it is alot cleaner and better staff ffor the value very upset and disappointed have sent a cancellation letter of membership and will never sign up to xport again and make sure everyone i know is aware of this so called scamm and renewal policy and not to sign up Final Consumer Response /* (2000, 11, 2015/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (4000, 9, 2015/10/06) */ To follow up on your Better Business Bureau submission filed on September 24, 2015, as mentioned previously the annual maintenance fee applies to the type of membership Mr. ********* signed up for on July 24, 2014. We do apologize for any miscommunication of his understanding for this annual charge. We would always encourage all members to read through the written agreement at the time of signing to ensure a clear understanding. The promotions change regularly and indicate some restriction may apply along with enrollment and annual fees may apply. We regret to see that Mr. ********* has chosen to cancel his gym membership effective October 5, 2015. As a result, we have cancelled his gym membership and provided Mr. ********* a refund for two months of membership and the maintenance fee paid on August 18, 2015. The refund for $68.90 was processed today and will post to his credit card on file in the next 3-5 business days. We trust this will meet to his satisfaction and we wish him success in his future fitness endeavors.

10/6/2015 Advertising/Sales Issues
10/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a gym membership in May 2015 at the Xsport Express in Barrington IL. I signed up with the thought in mind to get personal training sessions. I was told by the GM **** that if I signed up and purchased 60 personal training sessions and pay in full for all of them he will give me 6 months of free membership and I liked that idea and signed up. I paid around $2,700 for the personal training. I paid the first and last month for $39.99. The next month I was charged on my card anyways so I talked to **** at the club. He advised me he forgot to add the points to my account but will do so right away and for the inconvenience he will add an extra month free (totaling 7 months). I thanked him and trusted everything was ok. As the months pass I have continued to get charged and asked for this to be fixed. The Xsport extress now has a new GM named*******. I have filled him in on the issue and advised him I got a new card and do not want to put that on file until this is solved. He advised he put a note on my account for corporate to apply my points and to call corporate to follow up. I call Corporate a few days later to no avail. I was on hold for 57 minutes with no live person ever coming to the phone. This is truly the worst customer service. I go into the club for my regularly scheduled training on Tuesday 9/29 and was advised that they need a payment. At this point I am fed up after my NUMEROUS attempts to get this solved. I make the payment and again state the SAME story I have been for months. I am now told by******* that my account does not have any points... couldn't he have seen this before when he first put a note on my account? Why didn't he inform me so I could stay on the phone for hours longer waiting for customer service to answer and file this complaint earlier? I am filing this complaint because although I was told I would get 7 months free in the end I would at least like the 6 free months.

Desired Settlement: I want at least 6 months free as I was promised by the General Manager****** If this can not be done I want the remaining of my sessions to be cancelled and a 100% refund of those remaining sessions approx. 29-30 sessions left!

Business Response: Initial Business Response /* (1000, 5, 2015/10/01) */ In response to the Better Business Bureau submission filed on September 30, 2015 we have reviewed your agreement and the points referenced were not added to the agreement or checklist dated May 26, 2015. However, in an effort to honor what was verbally understood with the General Manager we have provided a total of seven months to Ms.********** account, which is for the months of October 2015 through April 2016. Her next billing will be in May of 2016. In an effort to explain to Ms. ********, personal training session valued at $47.70 per session or more, are eligible for reward points. Ms.********** sessions were purchased at a rate of $45.00 per session, which under normal circumstances would not qualify for the points, which could be redeemed for months of membership. Ms.****** in Customer Service tried contacting the member earlier today to discuss this matter. If she has any further questions after reviewing this response, we would be more than willing to speak with her. We value her membership and appreciate the feedback. We trust this meets to her full satisfaction and do apologize for the follow up on her part to get this resolved. For future reference, any current or potential member can also log onto our website at xsportfitness.com, click on voice of the member contact and feel free to notify us of their concern and a customer service representative will follow up. Initial Consumer Rebuttal /* (2000, 7, 2015/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am finally getting what I asked all a long which was so simple and easy to fix. This company has inconvenienced me and I feel it is sad that it took me filing a complaint for them to listen to me despite my numerous tried to get this resolved previously. Please don't do this any other customer!

10/5/2015 Problems with Product/Service
10/5/2015 Problems with Product/Service
10/5/2015 Problems with Product/Service
9/29/2015 Delivery Issues
9/29/2015 Problems with Product/Service
9/28/2015 Advertising/Sales Issues
9/28/2015 Advertising/Sales Issues
9/28/2015 Problems with Product/Service
9/28/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a 30-day trial gym membership and personal training sessions. The salesman specifically advised that that if I cancelled my gym membership within 30 days, I would be refunded the entirety of my payment for the gym membership and the personal training. He specifically said that there is no risk for signing up because if I didn't like it and cancelled within 30 days, everything would be refunded. However, after I submitted my cancellation notice through the gym, corporate headquarters called and said that I still owe them for the remainder of the personal training contract. However, my gym membership is cancelled so I can no longer use the gym.

Desired Settlement: I am seeking a refund of all monies paid for the base gym membership and personal training, as I was told when I signed up. I am also seeking confirmation that Xsport fitness will not seek to collect for any of the remaining portion of the gym or personal training contracts.

Business Response: Initial Business Response /* (1000, 7, 2015/09/16) */ The Better Business Bureau submission was received on August 18, 2015 and Mr. ****** spoke with a Customer Service Representative on August 25, 2015 regarding his complaint. On September 3, 2015 a refund was processed and check #XXXXX was mailed to Mr. ****** to amicably resolve this matter. We trust this met with his satisfaction and wish him success in his future fitness endeavors.

9/25/2015 Advertising/Sales Issues
9/25/2015 Delivery Issues
9/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I cancelled our gym memberships on the same day we enrolled. Per the contract, we have the right to cancel for a full refund in the first three days of executing the agreement, which we did. After verifying the cancelation instructions on the agreement with a representative of XSport's customer service team at X-XXX-XXX-XXXX, I had mailed a certified letter documenting the cancelation notice was recieved. It is beyond 30 days and my refund has not been issued.

Desired Settlement: DesiredSettlementID: Refund Refund the full amount I paid for my wife and my membership of $134.01. Member # - XXXXXXXX & Member # - XXXXXXXX.

Business Response: Initial Business Response /* (1000, 5, 2015/09/16) */ The Better Business Bureau submission was received on September 15, 2015 and Mr. ******* spoke with a Customer Service Representative on the same date. Mr. ******* and his wife did request cancellation of their memberships within the 3 day time period. Therefore, a full refund was posted to the credit card on file today for both memberships. They should see this refund within 3-5 business days. We do apologize for any delay in the refunding process. We trust this addressed the request to their satisfaction and wish them success in their future fitness endeavors. Initial Consumer Rebuttal /* (3000, 7, 2015/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The refund was issued, but I should not have had to go to such great lengths to have XSport Fitness honor their contract. Consumers should not have to fight this hard for what they are entitled to, per the agreement. XSport Fitness issued the refund after the 30 day term, with breaches the agreement. This experience leads me to believe that XSport Fitness is an organization of low moral integrity and would never recommend them to a friend or family.

9/16/2015 Billing/Collection Issues
9/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June 7th of 2015, I went to Xsport fitness at the **************************** location on **** rd to sign up for a gym membership. I had no intentions of signing up for personal training. When speaking with an agent, he insisted I had to sign up for personal training, making it so hard to just get the regular membership. I spent over 45 mins going back and forth on why I did not want the personal training which was because I could not afford it.He called over his manager Andrew and together proceeded to get me to sign up for the personal training, finally stating that I could cancel the personal training within 30 days. They made it impossible to just get the membership,, like thats how its set up which I knew was not true.Anyway, I called the corporate office seven days later to cancel and they told I could not because the number of days had elapsed. Betty the lady I spoke to told me I could only cancel within 3 days of signing up.Faced with this, I had one free session with the trainer during which I had a dizzy spell and a black out. After speaking to my doctor, he recommended no training and to cancel until all medical examinations were complete. I had just spent the past seven months undergoing physical therapy for my right knee because I had a messed up knee cap.I called the corporate office again and spoke to Betty who told me to have the doctor write a letter explaining I was undergoing medical examinations and I wrote it and mailed to it them.It was received and I was informed that my personal cancellation was underway and to wait 30 days for a refund. I called back 30 days later and the next person I spoke to, ******* said I still couldn't cancel because the doctor did not state that i was disabled and to send in a letter stating that I am disabled. This makes no sense because my letter stated that I was undergoing neurological examinations which should be enough but apparently ******* doesn't think so Product_Or_Service: Personal Training Sessions

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like for my personal training to be canceled with immediate effect as I have submitted everything requested for and it has been over 30 days since I launched this dispute and they are just dragging it.I expect all my money refunded immediately. I have not used the services and I am entitled to a full refund of $300

Business Response: Initial Business Response /* (1000, 6, 2015/09/02) */ This correspondence is provided as follow up to the Better Business Bureau submission originally filed on August 12, 2015 and the telephone conversations thereafter with Ms. ****** to obtain the medical proof needed to resolve her complaint. On September 2, 2015 the updated documentation was received at the corporate office and the personal training has been canceled. A refund check will be mailed to Ms. ******, which she should receive within the next 7-10 business days at the address she provided to the BBB. This matter has been amicably resolved. Initial Consumer Rebuttal /* (2000, 8, 2015/09/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) The issue was finally resolved despite the bumps it took to get the desired result

8/28/2015 Advertising/Sales Issues
8/28/2015 Delivery Issues
8/17/2015 Delivery Issues
8/17/2015 Delivery Issues
8/17/2015 Advertising/Sales Issues
8/17/2015 Advertising/Sales Issues
8/13/2015 Problems with Product/Service
8/10/2015
8/10/2015 Advertising/Sales Issues
8/7/2015 Problems with Product/Service
8/7/2015 Problems with Product/Service
8/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When I joined the club they told me it would be $10 a month, plus a $35 registration fee and $5 for a key card, plus $20 for first and last months dues they never told me about or do they advertised that fact anywhere that there is a $49 a year maintenance fee which I never would of agreed to and would of went to a different gym. I called the Customer service line to complain about their sales practices which they told me too bad for you, I then told them I want to get my money back since they have a 30 day policy, they said I would have to of visited the gym at least 10 times in 30 days, which I believe I already had or was close to, when I went in that same day on July 15, mysteriously my account was invalid and they had no record of me, so I now have no record of my 10 visits ,that seemed very fishy to me!

Desired Settlement: I want my $49 back and $10 they charged me for fist and last months dues that I paid in advance

Business Response: Initial Business Response /* (1000, 6, 2015/07/27) */ The Better Business Bureau submission was filed on July 17, 2015 and Mr. ****** spoke with ***** in our Customer Service Department on July 24, 2015 to discuss and successfully resolve this matter with the member. We will accept his submission as his written request for cancellation of his membership. Mr. ****** will see a refund posted to his card on file within 3-5 business days. We trust this meets to his satisfaction to address his concern. We wish him success in his future fitness endeavors.

8/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A few years ago I purchased 40 personal training sessions from Xsport at a bulk discount of $50 per session. I was told that I could transfer my personal training sessions to another member as a gift which I had planned on doing for my girlfriend at the time. I was also told that the personal training sessions never expire. They said that since the personal training sessions dont expire, that corporate could add unused sessions back to my account if I had to cancel and wanted to sign up again in the future. All of these statements made me comfortable in purchasing such a large amount of personal training sessions at the same time. I ended up joining my girlfriend's gym not long after which she liked better so I cancelled my membership with Xsport since I was told the personal training sessions never expire and they could be re-added to my account after I rejoin the gym in the future. I only ended up using 1 personal training session before cancelling my membership. So I had 39 personal training sessions left over. I rejoined Xsport in the fall of 2014 and so I asked for the personal training sessions to be added back to my account. They said the sessions had expired. I figured if this was the case, even if I was told otherwise at the time of purchasing the sessions, that this language would be on my contract. However, they said they dont have a copy of my contract on file. After a few conversations like this someone finally agreed to add the sessions back to my account and I was happy. But then I had to move to California for work. My sister moved into my condo. I asked Xsport if I could transfer my sessions to her after she signed up as a member and they said yes. My sister also asked them if I could transfer my sessions to her if she signed up and they said yes. However, once she signed up and I moved to California Xsport then said I cant transfer my sessions to her. Both my sister and I called multiple times and talked to different customer service people who said they dont allow sessions to be transferred to other members. I asked repeatedly to speak with a manager and was told they were too busy. I was told on two separate calls that a manager would call me when they were available but I never heard from anyone. My sister got so frustrated for signing up for an account for nothing that she cancelled her account. I then called to cancel mine and was told that the other customer service reps were misinformed and that I should be able to transfer my accounts and a manager would call me about it. However, again, I never received a call from a manager (for the third time) and had to send a paper letter to their corporate office to get my account cancelled since they dont cancel accounts over the phone. I am pursuing a refund for my 39 unused sessions (or $1,950) since there is no xsport location in California for me to use the sessions at and they didnt let me transfer my sessions as promised.

Desired Settlement: I am pursuing a refund of $1,950 for my unused personal training sessions. There was a period of 3 months after I moved to California where I was paying on a membership that I couldnt use while I tried transferring my sessions to my sister before finally cancelling but I am willing to forgo those expenses. I am, however, adamant on receiving a refund for the personal training sessions.

Business Response: Initial Business Response /* (1000, 15, 2015/07/23) */ The Better Business Bureau submission was filed on June 12, 2015, Mr.************** purchased the 40 personal training sessions on November 28, 2004. The terms of the agreement state that the sessions have no monetary value as they expire one per week (40 weeks thereafter). One PT session was used and 39 remained. The gym membership was canceled in April 2015 per the member's written cancelation letter. The member contacted the corporate office via telephone in November 2014, requesting reinstatement of the sessions. Multiple calls were made and corporate approved reinstatement of 39 sessions. Thereafter, in April 2015, the member again contacted the corporate office and requested the sessions be transferred to his sister, *******************, xXXXXXXX. Typically we need to receive a written request for this process to be done. We apologize for any misunderstanding after that point in time, but due to the time lapse and no further contact by either of the**************'s we are uncertain where this communication broke down. This Agreement is over eleven years old. If we are to believe and we do, Mr.**************'s assertion that he purchased the personal training in 2004, this is well past any contractual obligation. Regardless of the professionalism extended in the exchange of communications, as a courtesy to Mr.**************, we are willing to honor the previous request and reinstate the sessions in good faith as outlined. We are willing to provide his sister an upgraded super power pass gym membership at no charge for six months, which would allow her to access any of our club locations in the Chicagoland area. Additionally, we would transfer and activate the 39 sessions fo her use, again keeping in mind they have no value and are expired. Pursuant to the contract, the personal training is non-refundable. If the member wishes to accept the offer extended, he may respond by way of written communication through the Better Business Bureau or contact our Customer Service Department at XXX-XXX-XXXX and request to speak with the Director of Customer Service. We would be happy to make the necessary arrangements to resolve this matter.

8/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 5/22/14, I purchased 4 personal training sessions from Xsport for a total of $180. I was only able to utilize one of those sessions due to a myriad of health problems. I was hopeful that I would be able to recover enough to take advantage of those sessions, but concerned about losing $135 if I could not use them in a timely manner. I went into Xsport in January and asked the personal training manager if they ever expired, as I had long since misplaced my contract. He assured me that there was no expiration date on the training sessions, and no matter how long my recovery took I would be able to use them. My health, unfortunately has only continued to decline, so I contacted their customer service center on the 12th of June, 2015 to find out how to go about getting a refund for the remaining 3 prepaid sessions. I was informed that the sessions did, in fact, expire. That they had expired only 3 weeks earlier, on 5/22/14. Had the manager of the personal training department told me in January there was an expiration date I would have simply asked for a refund then. But at that point I was still hoping to be able to physically improve enough to be able to utilize the service I purchased. This was, in my opinion, a blatant deception in order to avoid giving me a refund. Product_Or_Service: Personal Training Sessions Account_Number: xXXXXXXX

Desired Settlement: DesiredSettlementID: Refund I would like a refund of the $135 I paid for services I could not use.

Business Response: Initial Business Response /* (1000, 8, 2015/07/23) */ Per the telephone conversation Ms. ***** had with **** in our Customer Service Department on July 20, 2015, we are awaiting her medical proof paperwork, which she stated will be emailed in the next couple of days. We await this information to continue to assist her in this regard.

8/3/2015 Problems with Product/Service
8/3/2015 Problems with Product/Service
8/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for a membership for Xsport Fitness and was pressured into purchasing a personal training package. I specifically asked the manager repeatedly if I can cancel the personal training at any time and he assured me I could. Lo and behold when I went to cancel the personal training I was told I could not as per the contract. Note that this was after spending HOURS on hold with their customer service department multiple times. When the manager was confronted he denied ever stating that I could cancel; however, shortly after, a friend of mine went in and spoke with him regarding a membership and was told the same information - that she can cancel at any time. I have proof of this as it it was all captured by a video recording. Regardless of what the contract states, Xsport fitness representatives are deliberately deceitful. Given this, as well as the strong unpleasant odor of the gym which affects my allergies greatly I would like to cancel my membership and personal training package immediately.If denied the opportunity to cancel as such, I will begin a class action lawsuit requesting a full refund of all money paid to Xsport fitness. Product_Or_Service: Gym membership and personal training package

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to cancel my membership, personal training package and receive a refund for money paid to Xsport fitness thus far.

Business Response: Initial Business Response /* (1000, 5, 2015/07/27) */ The Better Business Bureau submission was received on July 14, 2015 and you spoke with ***** at our corporate office on today's date to discuss the matter, which was successfully resolved. Your membership has been canceled and you should receive a refund check in the next 5-7 business days at your home address. If you have any questions or concerns please contact ***** at the corporate office or by way of written correspondence through either the BBB or memberservices@xsportfitness.com. We trust this has addressed your concerns and wish you the best in your fitness endeavors. Initial Consumer Rebuttal /* (2000, 7, 2015/08/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was contacted by a representative of Xsport Fitness who was able to quickly resolve the case by offering me a full refund, canceling my membership and training package and extending an invitation to try Xsport Fitness again in the future with free monthly passes. I am satisfied with the resolution and hope that Xsport Fitness will seek to improve honesty in communication from their employees as well as improving their customer service by considerably reducing hold time for their customer support line.

7/31/2015 Delivery Issues
7/31/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I went ******** Xsport in December 2014 to cancel my membership and was told that I had to mail a letter and was given an address in Aurora to mail it to. I mailed the letter stating as of January 1st, 2015 "I would not longer be requiring an Xsport Membership and thank you for servicing my previous needs." The young man told me it may take a billing cycle or so to cancel. I never thought about it again and never realized that they continued to charge my account 9.95 because it's a small amount so it did not stick out as a sum of money missing from my account. My initial contract that I signed with***** there were two choices for the special that was going on. Either I chose the 20.00 plan which would allow me to go to other Xsport express and bring someone to the gym with me and did not have to pay the upfront fees this year but I would receive them the next year or the 9.95 plan for just myself and pay all of the membership fees this year and not have to pay them again. I ended up paying nearly 100.00 to begin my membership for the "key chain fee", first month fee, annual membership fee and all the little tiny read this closely and sign. I was told by***** that I would be able to cancel at any point. I noticed 05/22/2015 that my account was about 50.00 less than it should have been and I knew that I did not make any purchases. I checked my account and saw a 49.00 charge from Xsport ******** and I immediately googled their number and called 877-417-1450. The first time I called it gave me a busy signal. I called again and I got the answering service which said that it was closed for business day and to call back during normal business hours which was Monday through Friday 8am to 6pm. HOWEVER, it was only 4:50pm. Apparently they decided to close early. I tried again on Wednesday since I had the day off and I was on hold for 45 minutes and then was hung up on. I called twice on 05/29/2015 on my break at work and got busy signals both times. I am tired of trying to get in touch with Xsport with no answer. HOW ARE YOU OPERATING AND YOUR PHONES NEVER WORK!!! I upheld my end of the contract and mailed my cancellation into Xsport appropriately and am still being charged. I would like to be refunded for the overage amounts. I rarely used the membership because I moved shortly after getting it so you definitely got free money. I am just requesting the amount back that I should not have been charged as well as recommending talking to your sales representatives on what they are and are not allowed to offer because even if i did want to keep the membership my contract that I was given said I would not have to pay any additional annual renewal fees. Hopefully this gets someone's attention and I receive contact!

Desired Settlement: The 49.00 renewal fee for the membership as well as the last 5 membership fees of 9.95 each for the service that I cancelled.

Business Response: Initial Business Response /* (1000, 9, 2015/07/20) */ Per your telephone conversation today with **** in our Customer Service Department this matter has been resolved and you should see a refund in the next 3-5 business days. We trust this addressed your request to your satisfaction and wish you success in your future fitness endeavors.

7/27/2015 Problems with Product/Service
7/20/2015 Problems with Product/Service
7/20/2015 Problems with Product/Service
7/10/2015 Advertising/Sales Issues
7/10/2015 Problems with Product/Service
6/22/2015 Advertising/Sales Issues
6/19/2015 Problems with Product/Service
6/16/2015 Problems with Product/Service
6/15/2015 Advertising/Sales Issues
6/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: So about a month ago I decided to get a membership with xsport. For 1 they charge too much for a personal trainer and then a monthly fee on top of that,and theb I was misinformed about everything. I was told I would have 30 days to cancel EVERYTHING,so before my 30 days were up I called to cancel my membership and trainer because of family related issues that I feel is way more important than putting my money into a trainer and a gym membership and the guy from customer service told me I had 3 days from the day I made the payment to cancel. Now had I been told that from the beginning when I was there filling out the paper work I wouldn't have got it and plus I told dude that my cousin was going to train me. I still no longer want the trainer but because I spent so much money when I could be helping my family it's like i really have no choice. I just wish I was a little more informed. Being a single patent I honestly can't afford to pay what they're asking for,it's just ridiculous. I've complained before and I'm complaining again then I felt very uncomfortable when I returned to my training sessions like I was being talked about and all eyes were on me, but really I don't care I've been missing sessions because it's so much going on in my family and if I keep telling my trainer I can't come in then I don't need to me giving them my money.

Desired Settlement: DesiredSettlementID: Refund I would really appreciate a full refund. Later on I was planning on renewing my membership once everything was situated and ok with my family.

Business Response: Initial Business Response /* (1000, 8, 2015/06/04) */ On Monday, June 1st, our Customer Service Representative Derrick spoke with you and at your request successfully reset your personal training payments effective July 28, 2015 through February 28, 2016. We hope this addressed your request to your satisfaction. If we can be of any further assistance, please contact our Customer Service center Monday - Friday. Thank you for being a valued member of XSport Fitness.

6/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In order to cancel from X-Sport you have to mail them a physical letter to do so. I did this in January of 2014. In May of 2015, I was checking my credit card statement and on the very top of the list was a $35 charge from Xsport. At first I thought this was in error since I cancelled my membership. I went back to check my previous credit card statment and there were other $35 dollar charges. I called Xsport customer service line I found on their website. AFter explaining what happen, they refused to give back my money since it was company policy. After pleading with them for a bit, the customer rep was able to give back 2 months. I still had to write a letter to cancel again, but this time they gave me a fax number. I fax the letter at an Office Max and afterward I called Xsport to make sure they received my fax. A different customer rep picked up and told me they have received my fax. At this point I was unhappy with the outcome but decided to get passed it and move on. On May 28, I checked my credit card statement. There it was again, another $35 charge from Xsport. I called them back. I was explaining to the customer rep what had transpired and only answer I got from her was "you have to write a letter to us" and if it makes it easier, you can email it to us this time. I was so angry with that comment in so many ways. I mean, why wasn't this option available to me the first time back in 2014. Why was the e-mail option only available after something had gone wrong for the 3rd time?! I continued to ask the rep about the fax I sent. According to her, they have record of a fax number given to me but no record of ever receiving a fax and that they only have a record of me calling on May 13. The rep could not confirm whether or not I called twice on that day for the confirmation call I made. After this point, I demanded a manager. She then told me I have to keep calm or she will hang up. I again demanded for a manager and told me they are not available. She then told me "have a good day" and hung up. I called XSport again but I went to the service line and not the cancellation line to avoid the possibility of getting the previous rep. After talking to the new rep, he told me that their policy is for the managers to call me back after 24 hrs so that they can look at my file. Some process they have to cancel an unwanted membership. To me, I feel like they are trying to make cancellation process as long and problematic as they can so that they use reap the benefits and use the line "NO Refunds, Company Policy"!!! I mean I know that I received 2 months back but I'm losing $490 and possibly another $35 because they lost another letter of mine to cancel this membership. Something has to be done for a company that seem to proudly bare the BBB sign at their gym locations.

Desired Settlement: In the beginning I was okay with the 2 months worth of refund. I didn't want to call nonstop and argue for hours. But now, after they lost my letter the 2nd time and went on to charge me even though it was suppose to be cancelled, I want at least 50% back from them. Their neglect and irresponsibility has to be punished only way they would understand, which is money!!!

Business Response: Initial Business Response /* (1000, 5, 2015/06/04) */ Per your conversation with **** in Customer Service on 5/29/15, this matter has been amicably resolved and your membership has been canceled. Thank you for bringing your concerns to our attention.

6/5/2015 Advertising/Sales Issues
6/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In response to the renewal letter I received, on 4/17/14 a certified letter was sent to *************** requesting my membership be canceled and my credit card not be charged. The letter was received by *************** on 4/18/14. My credit card was charged anyway. I canceled the charge with my credit card company. In March, 2015 I received a renewal letter again indicating my credit card was going to be charged. I called on 3/26/15 and spoke to ************* telling him the membership was canceled and I should not be charged. I then emailed him a copy of the letter and certified receipt from the previous year. His email response was that he would process the cancellation. On May 2, 2015 my credit card was charged again. I have again disputed the charge with my credit card company.

Desired Settlement: I want the credit card charge canceled, if my credit card company hasn't already done so. I want confirmation that the membership has been canceled and I will never be charged again.

Business Response: Initial Business Response /* (1000, 5, 2015/05/07) */ A thorough investigation has been made into Ms. ******* membership billing. The disputed charge of $299 from May 1, 2015 will be allowed to go through without contest from XSport Fitness. A refund cannot be made while the member has disputed the charge because the member would be refunded twice. XSport Fitness apologized for any inconvenience this may have cause Ms.******** Initial Consumer Rebuttal /* (3000, 7, 2015/05/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had requested written confirmation that my credit card will not be charged again in the future and that their records show the membership was cancelled this was not addressed in their response. Final Consumer Response /* (2000, 13, 2015/06/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (4000, 11, 2015/06/04) */ Per your request, please be advised that your gym membership was cancelled on May 7, 2015 and the credit card on file has been removed. This should successfully resolve your concerns.

5/25/2015 Advertising/Sales Issues
5/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have tried for months to cancel my gym membership at XSPORT fitness. I have sent a cancellation notice to an address in aurora three times and XSPORT keeps saying they are not getting it. I have sent via certified mail, and normal mail.

Desired Settlement: I would like my membership cancelled going forward as well as atleast 6 months worth of fees reversed as I cant seem to get through to this supposed address ion Aurora Il

Business Response: Initial Business Response /* (1000, 10, 2015/05/21) */ This matter has been successfully resolved through the Customer Service Department at the Corporate office. Initial Consumer Rebuttal /* (2000, 12, 2015/05/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Took care of fees and cancelled service as requested

5/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This is now the second time I have had to take time out of my day to file yet another claim with the BBB on Xsport due to their billing negligence(s). The first time I filed a complaint it was due to being continuously billed for both a gym and tanning membership for 4 consecutive months, that I had sent in a letter to cancel, as I was instructed to do so by Xsport Corporate staff. The other part of that issue was that due to my relocating, the bank account they were debiting FRAUDULENTLY was only to be used for certain items, thus only containing limited funds specifically for those items. Xsport's incompetence caused multiple over draft charges and I spent weeks and hours trying to resolve this issue with a representative named, Fallon. After numerous phone conversations and email correspondence, the situation had yet to be rectified so I was forced to file a complaint with the BBB. Within a week, my money had been refunded and my situation resolved, so I thought. I am filing another complaint on Xsport after receiving notice that my bank account has been overdrawn yet again. This is the same account that is solely used for reoccurring charges for specific items, NOT including the deductions Xsport is making on personal bank account WITHOUT MY CONSENT! I am no longer being charged for a gym membership at the $35 rate, however I am still being charged for a tanning membership at a rate of $21.99 that I was GUARANTEED WOULD BE CANCELLED per Xsport Corporate staff. I cancelled this membership in 2014 and as of January 2015, I have been charged $21.99 in January-March. Additionally, I have received over draft charges at a rate of $34.90 per transaction. The dates of the deductions are: 1/7/2015 @ $21.99 + $34.90 over draft = $56.89 in fees ** 2/9/15 @ $21.99 + $34.90 over draft = $56.89 in fees ** 3/9/15 @ $21.99 + $34.90 over draft = $56.89 in fees. The total amount STOLEN from me is currently at $170.67. All documents validating these penalties and bank statements have been submitted to Xsport

Desired Settlement: DesiredSettlementID: Refund I am demanding full reimbursement of $170.67 to be applied back to my bank account and immediately after I want ALL banking information that Xsport has of mine to be permanently removed from their system as they are illegally and consistently stealing funds that not only are they not entitled to, but have acknowledged their error in the past and have continued to put me through a financial hardship.

Business Response: Initial Business Response /* (1000, 10, 2015/05/04) */ Ms. ******* started tanning at the Naperville facility on June 7, 2014. Her tanning membership will not be cancelled. A refund of $87.96 will be refunded by check to the address she put on this Better Business submission. This refund reflects her payments of $21.99 for January, February, March, and April on her tanning account. Overdraft charges will be covered as well. The total refund is $192.66. Initial Consumer Rebuttal /* (3000, 12, 2015/05/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response states my tanning membership "will not be cancelled." I do not want Xsport to have access to my banking information. I want the account with Xsport to be terminated. I DO accept the refund settlement. please send check to the address I provided in my complaint but address it: APARTMENT*****

5/18/2015 Problems with Product/Service
5/18/2015 Delivery Issues
5/15/2015 Delivery Issues
5/15/2015 Advertising/Sales Issues
5/15/2015 Advertising/Sales Issues
5/14/2015 Problems with Product/Service
5/12/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Per XSport Membership rules, in order to cancel a current membership I have to send a request to cancel membership to an address provided via certified mail. I did so with my XSport gym tag back in January. Since then they have been collecting a membership fee of 35.00 + 33.50 per month for the last 4 months. I did not authorize these charges and complied to their archaic method of cancelling membership that has been altogether ignored. When I ask for any personnel either at the gym or at the phone to further assist in the matter, they are non compliant and cite the only way to do so is send a request written by mail.

Desired Settlement: I would like all charges refunded from January till now that I have been charged since my request went in the mail to cancel membership has been overall ignored.

Business Response: Initial Business Response /* (1000, 5, 2015/05/07) */ Xsport Fitness did not receive a cancellation letter from Mr.******* in January 2015. A cancellation letter postmarked on March 28, 2015 was received from Mr.****** and his membership was cancelled accordingly. He was billed on April 1, 2015 while his cancellation letter was in transit; however, he was refunded that payment to his credit card on file on April 3, 2015. As a courtesy and to amicably resolve this matter, XSport Fitness is willing to refund January, February and March, totaling $117.00 to Mr.*******'s credit card on file. Initial Consumer Rebuttal /* (2000, 7, 2015/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, I will find this acceptable. I want confirmation that I will no longer be charged in the future for any subscription fees as it is cancelled. That confirmation would be much appreciated. **

5/7/2015 Advertising/Sales Issues
5/6/2015 Problems with Product/Service
5/4/2015 Problems with Product/Service
4/24/2015 Problems with Product/Service
4/22/2015 Problems with Product/Service
4/20/2015 Problems with Product/Service
4/17/2015 Problems with Product/Service
4/17/2015 Advertising/Sales Issues
4/17/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Xsport ************************************************** In January, my friend and I singed up for x-it class. The day of sign up we had additional questions regarding payments (because we were not interested to pay monthly on top of our membership) and we were unsured by the manager (******) that we can without any issues "freeze" the account any time and continue as convenience. After a month I received phone call from ****** that my credit card did not go threw and I realized that this is a monthly automatic charge (never mentioned by ******). Over the phone ****** informed me that he can "freeze" my account now, and whenever I am ready I should talk to him. On March 3rd on my statement charge for x-it appeared again (which I discovered on March 14th) and another charge on March 13th as well.

Desired Settlement: DesiredSettlementID: Refund I would like to be refunded for 2 months.

Business Response: Initial Business Response /* (1000, 8, 2015/04/06) */ XSport Fitness apologizes for the billing confusion regarding Ms.************ XIT training. In an effort to expedite this matter and resolve it amicably, Mr.************ XIT training is now "frozen" and a refund of $150 has been sent to her card on file.

4/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've mailed a cancellation letter to process a refund for a 30 day gym member ship.According to USPS, the letter arrived at February 21, 2015, which is before the February 24 2015 deadline. After calling corporate numerous occasions, no account personal answered my call. Repeatedly get "high call volume" messages and wait times that last over an hour. This is a strategy to discourage people from following up on or getting their refund .

Desired Settlement: I'm seeking immediate response from an account manager and immediate refund of $50.00. I've waited to long for any feedback.

Business Response: Initial Business Response /* (1000, 5, 2015/03/18) */ Mr.********* spoke to the Customer Service Department on February 13, 2015 and February 23, 2015. The Customer Service Department received a cancellation letter from Mr.********* postmarked on February 17, 2015. His membership cancellation and refund of $70 were processed on February 23, 2015. A credit has been sent to Mr.*********' credit card on file. Depending on how long it takes his bank to process refunds, he should see it in the next two to five business days. Initial Consumer Rebuttal /* (3000, 7, 2015/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) ***********he $70 was not deposited to my account nor my bank confirmed any pending deposits from Xsport fitness. Feb 23 I spoke briefly to a representative then placed on am indefinite hold until the call disconnected. An extra charge of $55 was made 4 days after the cancelation was received by Xsport Feb 21.Only $35 was reimbursed. The total refund is $70 Final Business Response /* (1000, 11, 2015/04/06) */ A refund of $70 was sent to Mr.********* credit card on file, Visa ending in ****, on March 17, 2015. Depending on how long it takes his bank to process refunds, he should see it in the next two to five business days.

4/13/2015 Problems with Product/Service
4/13/2015 Billing/Collection Issues
4/13/2015 Problems with Product/Service
4/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since early February I was going back and forth for we were not given the second year. As of today my daughter ******* and myself were now given it. But my wife ****** and my other daughter ****** have not and their contract is expiring soon. My wife*********as twenty -eight training sessions left. The employee at Niles stated that if we paid the year in full we were taken care off and would receive it.

Desired Settlement: Get the second year added for my wife ****** and my daughter ****** as promised and as given to my other daughter and I.

Business Response: Initial Business Response /* (1000, 9, 2015/04/06) */ A thorough investigation has been made to this member's issue. Points (360) will be added to each of the accounts in question. The members may enroll in the rewards program online at ********************* to redeem their points for free months of membership, spa services, or a combination of both.

3/30/2015 Delivery Issues
3/30/2015 Problems with Product/Service
3/30/2015 Advertising/Sales Issues
3/30/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I attempted to cancel my XSport Membership (xXXXXXXX). I mailed the documents to their p.o. box at *******************XX. I was told there would be no form of confirmation regarding the cancelation or letter reception. 1 month later I was billed for the service that I attempted to cancel. I went to the fitness center where I had set up the membership and spoke to representatives, the original staff member that set up the account was not available. They gave me the same business card as before and told me to call the office as they don't do refunds in the gyms. I sat on hold several times, over 30 minutes at a time and not once was my call answered. There has been no acknowledgement of any kind regarding my attempt to cancel my membership and it is very discouraging to be charged blindly for a service I do not want.

Desired Settlement: I would like to be refunded the $117.95 that was charged to my account after I had tried to cancel my membership. The $117.95 was charged in March, I canceled my membership in February. I had already paid for the single month that I used the gym.

Business Response: Initial Business Response /* (1000, 5, 2015/03/18) */ This matter has already been resolved through the Customer Service Department on March 11, 2015. We now ask the Better Business Bureau to render a resolved status.

3/30/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My main problem is the personal training that fitness manager************* signed me up for. I went in for a free training session. After the free session, I got the pitch and felt pressured to sign up even though I told them I COULD NOT AFFORD $900 OR $500 BECAUSE I AM A STUDENT AND I LIVE OFF OF STUDENT LOANS. I repeated this to him SEVERAL TIMES. Finally, I said I'll do the cheapest, which was $392 for 8 sessions. Great he said. He said I'll get 30 rewards points for joining. Never received a copy of the agreement (I walked away to get my credit card, and when I came back it was locked in some drawer). I never came back to get the copy thinking these were decent people who could be trusted. A month later, I get a second $392 dollar charge on my account. Freaking out like any struggling student would, I called corporate office. I had to call several times because the line was busy, and then wait for 30 minutes before I could get a hold of anyone. Several phone calls later, I was told that***** SIGNED ME UP FOR 32 SESSIONS. NOT 8, BUT 32. WHICH MEANS I HAD TO PAY AN EXTRA $1200 (4 PAYMENTS OF $392) and there was nothing they could do because the agreement had my signature on it. All my family members would die right now if I had agreed to 32 sessions -- I cannot even pay my rent, why would I do that? I was very clear about paying only $392 ONCE. To add more insult to injury, I called the Lakeview location, and the woman who answered the phone questioned why I'm asking to be transferred to personal training, as if I'm calling because I hadn't had enough of the 45-min. wait time at their corporate office and I had nothing better to do with my time. I explained that I talked to another trainer,******** two days prior, and he promised me a manager will call me back but nobody did. She then kept asking which manager --- and I kept telling her I didn't know which manager because they never called me as promised --- after going back and forth a few times, she finally transfers me. **** answers the phone. First he apologizes for what happened and offers to divide my remaining "balance" in four smaller payments. I said sorry is not good enough because this is $1200 of my money that is practically being STOLEN from me. Then he says he was not the one who signed me up and he doesn't know who it was, but nothing can be done about it in the Lakeview location and no manager can help me. I then texted my trainer to ask who signed me up---and he tells me it's ****, the fitness manager. THE PERSON WHO JUST LIED TO ME ON THE PHONE WAS ALSO THE ONE WHO SIGNED ME UP FOR 24 SESSIONS MORE THAN WHAT I AGREED TO. The unfortunate part is, I am in Michigan and I cannot even use these PT sessions that they are charging me. I signed up at XSport since I was looking for a no-frills gym where I can walk in and out and do my own thing. XSport seemed reasonable given its location, and the fact that it was open 24 hours a day. Being a student in the medical field, I frequently have to do rotations in other states, and they told me I can freeze my account so I don't have to pay while I'm away. My experience has been nothing but a nightmare. It is beyond frustrating. No matter how many times I have explained to people that I did not sign up for this, the answer I kept getting was "I'm sorry but it's on your contract, and we cannot cancel it."

Desired Settlement: $392 and cancellation of any future charges.

Business Response: Initial Business Response /* (1000, 8, 2015/03/17) */ XSport Fitness apologizes for any misunderstanding between Ms. ******* and the Fitness Counselor. A refund of $372.00 will be sent to Ms. ********* address in Michigan immediately. The remaining balance of $784.00 and the remaining 24 sessions will be removed from her account. The gym membership will remain frozen for school until she returns to the club.

3/19/2015 Problems with Product/Service
3/19/2015 Advertising/Sales Issues
3/18/2015 Problems with Product/Service
3/16/2015 Advertising/Sales Issues
3/10/2015 Delivery Issues
3/10/2015 Delivery Issues
3/9/2015 Delivery Issues
3/4/2015 Advertising/Sales Issues
3/3/2015 Advertising/Sales Issues
2/27/2015 Delivery Issues
2/26/2015 Advertising/Sales Issues
2/23/2015 Delivery Issues
2/20/2015 Advertising/Sales Issues
2/19/2015 Problems with Product/Service
2/16/2015 Advertising/Sales Issues
2/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for personal training at Xsport in Downers Grove with **************, he told me the contract was for liability purposes and I could cancel at any point which is ultimately why I decided to try it. My first session which was supposed to last an hour was Friday November 28th, it lasted 40 minutes and I wasn't satisfied with the session so I decided it was not worth it and wanted to cancel. I told****** on November 28th I wanted to cancel and he said he would take care of it. My coworker *********** was standing there when****** said it would be handled by next Friday. Next Friday comes around and it is not cancelled so I take matters into my own hands. I called Xsport's customer service where they told me I only had three days to cancel and I would now need a doctors note to cancel. This was something I was never told, I knew nothing about a three day window to cancel. I had not even had my training session yet. This was never mentioned to me in any conversation with******. I was angry when I spoke with****** but he assured me he was handling it, my money would be refunded. Another month goes by every time I go to the gym****** assures me it is being handled, he said HR at Xsport is very slow so it takes awhile for things to process, to speed it up I should write a letter. which I did. I have recorded****** telling me my money will be refunded and have had multiple witnesses who have seen him promise me my money was being refunded.****** and I have had over 15 conversations. On 1/3/15 I found out****** left the Downers Grove Xsport to go to another one and he would not answer my calls. I have called over 30 times and****** is always "busy". I called on a different number and he answered the call right away since he was caught on the line with me he promised my refund was coming all I had to do was be patient. I called customer service numerous times only to be told I had to use my personal training and should have read my contract. Today was the final straw Monday February 2nd I spoke with the new manager****** who told me****** hung up on her when she asked about me. She said that was all she could do, and encouraged me to take the classes I have now paid over $500 for. She told me****** never intended to return my money. I now know****** has been lying to me since I signed up at Xsport and I am still paying for a service I am dissatisfied about and never used. If****** had only told me the truth from day 1 I would have never signed up. If he would have told me my money was never being refunded I wouldn't have waiting this long to report this matter. I went through every channel I could and I was patient when working with******. I truly believed****** would solve this for me because I thought the company had integrity. I not only feel scammed and lied to but I do not want this to happen to anyone else.

Desired Settlement: I would like my money refunded as promised. I want anyone signing up for personal training to be told the facts about the contracts not lies to get them to sign up. This includes being told they only have three days to cancel and otherwise will need a doctors note. I am not willing to lie to a doctor in order to get out of a contract. Xsport provided me a service I am dissatisfied with I should be able to cancel at any point as I was told when I signed up. I would like to report ***** ******** for this misleading practice. I have been lied to about my money for three months and it should not go any further. I trusted that he was helping me and all he wanted was my money.

Business Response: Initial Business Response /* (1000, 5, 2015/02/10) */ Ms. ********* joined the Downers Grove facility on November 14, 2014. She bought 20 personal training sessions on November 14th as well. As with any signed legal agreement, Mr. ********* had three days to cancel her Agreement. She did not cancel within that time frame. The Customer Service Department is also able to cancel and refund personal training sessions for medical reasons with confirmation from a member's doctor. It is not the intention of XSport Fitness to force members into taking personal training sessions that they do not want to use. Therefore, XSport Fitness is willing to cancel Ms. *********'s personal training package. The balance on the account for $342.00 will be removed, and the payments she has made on her personal training, totaling $558.00, will be refunded to her credit card on file. Ms. *********'s gym membership will stay intact and active.

2/10/2015 Delivery Issues
1/28/2015 Advertising/Sales Issues
1/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The XSport sales representative deliberately lied about the terms and conditions of membership. I was an active member at a different fitness facility and was in the process of looking at different fitness facility options. The XSport sales representive's sales pitch was that if for any reason I was not happy with the facility, I can cancel at any time. Also, if I signed up for personal training then any unused sessions would be refunded. He insisted that XSport cannot keep me a member if I was not happy. The purpose was to have an enjoyable experience while striving for my goals for a healthier lifestyle and how can I do that if I am not happy with the fitness facility. I decided to sign up for a full membership and 102 personal training sessions all valued at $5000, based on the option that I was able to cancel at ANY TIME. I tried XSport for a few weeks and decided that it was not the gym for me. I called customer service to cancel my membership and they told me quite the opposite. I am only able to cancel my membership and personal training sessions if I have a medical condition or I relocate.This completely contradicts what the sales representative said. If I knew the true cancellation terms and conditions, there is no way I would have signed up for membership. It is not like the sales representative omitted the information. He completely lied. This treatment is unacceptable. Product_Or_Service: Fitness Facility Membership, Personal Training Account_Number:*********

Desired Settlement: DesiredSettlementID: Refund 1. 100% refund for my gym membership and personal training sessions.2. The sales representative should be reprimanded.

Business Response: Initial Business Response /* (1000, 8, 2015/01/20) */ Ms. **** joined the Schaumburg XSport Fitness on December 9, 2014. At that time, she also purchased 102 personal training sessions. Between the personal training agreement, the membership agreement and the checklist, Ms. **** singed four times and initialed twnety-two times that she understood the billing and cancellation policy for personal training and the gym membership. Ms. **** is being billed in accordance to her signed agreements and is not entitled to a refund. However, as a courtesy and to rectify this matter in an equitable manner, XSport Fitness is willing to cancel Ms. ****'s membership and personal training immediately. A refund for $954.86 will be made to her credit card on file. We wish Ms. **** success in her future fitness endeavors.

1/5/2015 Problems with Product/Service
12/30/2014 Delivery Issues
12/29/2014 Advertising/Sales Issues
12/15/2014 Advertising/Sales Issues
12/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased full membership for myself on 6/24/14 and was told I was purchasing a "trial membership" for 2 of my college age children at the same time. One child left & moved to CA 8/9/14 (I sent copy of her lease) yet I was charged $120.45 twice, when I was told she could join for 1 month for $20. I have also been charged $33.50 every month (July, Aug, Sept). NEVER was my credit card charged only $20. My other child went to college on 9/2/14 in Michigan where he is a full time student (I provided copy of his registration). Again, my credit card was charged $120.45 along with $33.50 every month (July, Aug, Sept) Unfortunately, a back injury was discovered on me on 9/22/14. I have been charged $270. in Oct and Nov,despite providing a fax from the MD on 10/28/14 with the date of the injury. I have spent >2 hrs total "on hold" waiting to speak to representatives regarding the above. Each time, there is another excuse of a missing document, etc., necessitating another call back. I have only been refunded $67 for my 2 children after spending a total of: $321.45 for 1 child to workoout 4 wks & the other to workout for 8 wks. Since 9/22/14, the date I was told by an MD that I can no longer exercise at all, I have paid $607, with NO refund whatsoever.

Desired Settlement: I am seeking a refund of $240.9 for the "membership fees" for my 2 children as they were told it would cost $20 to "try" the facility for 1 month. I am seeking a refund of half of Sept. (1/2 of $270) and all of Oct for my membership fee plus the $33.50 fee for Oct. This is a total for me of $472. I have never stepped foot inside XSport since 9/22/14 yet have been charged as though I have continued to workout there.

Business Response: Initial Business Response /* (1000, 6, 2014/12/02) */ Ms.******* joined the Downers Grove facility on June 17, 2014 when purchasing a month-to-month membership. A month-to-month membership may be cancelled by written request to the Corporate Office. A membership may also be cancelled and refunded effective per the date of medical notification that the member cannot use the gym. On October 28, 2014, the Corporate Office received medical notification that Ms.******* was no longer able to use the facility. She is entitled to a $33.50 refund on her gym membership for payments made after the date on her medical note. Ms.******* also bought thirty-two personal training sessions and has used ten of those sessions to-date. Medical notification has been received by the Corporate Office and Ms.******* is entitled to a refund of $990.00 for unused personal training sessions. On October 15, 2014, Ms.******* sent proof of *********** move and was refunded $67.00 for payments made after her move on August 9, 2014. She was billed in accordance with her Agreement. Additionally, XSport will refund fees of $120.45 to the credit card on file. On October 15, 2014, Ms.******* sent proof of******* school move and was refunded $33.50 for a payment made after his school move of August 9, 2014. He was billed in accordance with his Agreement. Additionally, XSport will refund fees of $120.45 to the credit card on file. Refunds will be sent to Ms.*******'s current address filed on the Better Business submission. We wish her a speedy recovery and success in her future fitness endeavors.

12/8/2014 Advertising/Sales Issues
12/4/2014 Problems with Product/Service
11/26/2014 Advertising/Sales Issues
11/24/2014 Problems with Product/Service
11/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I had an account for massage(******) and then went to cancel the account with*********************** ********** on 9/27/2014. I was told that I would no longer be able to use the services and would be getting a refund on my paid for services. Instead of being refunded I was debited for more services which we had agreed would be canceled out. I am certain nobody follows up, but I have not received any call from the office about my account and am unsure if they plan to do anything. I have called my credit card company and informed them of the fraud and will be following up with them

Desired Settlement: I would just like my money back. Luckily I was not over drawn on my accounts.

Business Response: Initial Business Response /* (1000, 8, 2014/10/21) */ Mr.******** was an employee of XSport Fitness. When his employment ended on September 27, 2014, he verbally requested his massage membership be terminated. His massage account was not terminated in time to avoid his October dues. XSport Fitness apologizes for any inconvenience this has caused Mr.********. Effective immediately, Mr.********' massage membership will be terminated. Mr.******** has also relayed that he has disputed his last charge on the abovementioned account for $49.00, whereby negating the necessity of a refund. Consumer Response /* (3000, 16, 2014/11/07) */ I have a copy of the WRITTEN notice for cancelation from 9/27/2014. They hae failed to refund me my unused serices and hae since tried to deit me again. I left a voicemail on the person that originally got ahold of me and hae not recieed a call or voicemall. They owe me for my unused services and hae failed to stop the autodebit. Please help me. Business Response /* (4000, 18, 2014/11/13) */ XSport Fitness has received the dispute notification from Mr.********'s bank on November 12, 2014. As Mr.******** was informed by the Corporate Office, our hands are tied when he has a dispute pending and a refund cannot be made until the dispute is settled and/or received. The dispute is for $49.00. XSport Fitness will not contest his dispute. The remaining points purchased of $250 will be refunded by check so as not to affect his dispute of $49.00 and will be sent to the address on this submission. His tanning membership is cancelled.

11/14/2014 Advertising/Sales Issues
11/7/2014 Problems with Product/Service
11/5/2014 Delivery Issues
10/31/2014 Delivery Issues
10/29/2014 Problems with Product/Service
10/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August 30, 2014, I signed up for a 2 year membership at XSport location in Naperville, Illinois. While I was only interested in the gym membership, membership sales person*************** asked me to sign up for personal trainer sessions while I was very reluctant to do so. He indicated that I wont have to pay all $540 for 12 sessions at once and he will set up four installments of $135 each. He also further mentioned that the first installment will get me 4 sessions with the personal trainer and I have the option of cancelling the personal trainer sessions before the next installment of $135 is withdrawn 1 month from my initial signing. I insisted that I am reluctantly agreeing to take only 4 sessions and I would cancel my personal trainer sessions after 4 sessions are over with the trainer and***** promised that I would be able to do so before my next installment would be taken. When I called customer service to cancel after the first 4 sessions, Xsport representative indicated that I cannot cancel now and as per the policy personal trainer sessions had to be cancelled within 3 days of signing. This is contrary to what the sales person ************** told me and at no point did he mention that I had only 3 days when he had assured me that I have a month or so to cancel my personal trainer sessions. Had he told me this was the case, I wouldnt have signed up for the personal trainer sessions as I was very reluctant to do so in the first place. I am very disappointed by this misleading business practice and a very unethical behavior by Xsport Naperville facility and in particular the employee*************** at the Naperville, IL location who made false statements to get my business.I have called XSport customer service numerous times and spent several hours talking to so many people to lodge the complaint and ask for a refund, but to no avail. They insist that they cannot cancel my personal training and cannot give a refund as per policy. I have filed the complaint but no response yet. Product_Or_Service: Xsport 12 personal training sessions at Naperville Account_Number**********

Desired Settlement: DesiredSettlementID: Refund I would like to get a refund of $400 for the remaining personal training sessions that are left which i don't want to take.

Business Response: Initial Business Response /* (1000, 5, 2014/10/21) */ XSport Fitness apologizes for any misunderstandings that Mr. ********** has that stems from a conversation with sales staff or any other membership of our staff. As explained to Mr. ********** on October 1, 2014 by the Customer Service Department, personal training sessions are cancellable and refundable up to three days after purchase as per Mr. **********'s signed Personal Training Agreement. This verbiage is also in the first paragraph in bold and capital letters of the personal training agreement. Mr. ********** signed twice and initialed five times that he understood his personal training billing including cancellation restrictions. Mr. ********** is not entitled to a refund. Having said that, to equitably resolve this matter and so both parties may move forward, XSport Fitness is willing to remove the eight personal training sessions, remove the upcoming $270 to be billed, and refund $90 to the credit card on file for sessions paid for but not used. Mr. **********'s membership shall remain untouched.

10/27/2014 Delivery Issues
10/15/2014 Delivery Issues
10/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Sept, 2nd, I walked into Xsport Fitness at ************ location in Chicago, I wanted to get a day or seven-day pass. I met one of their sales rep *******. He informed me they don't offer free pass, but if I sign up today, I can try for a few days, if I don't like it, I can cancel the membership anytime or even freeze it anytime, no questions asked. "we are the most flexible gym you can find in Chicago" he said. He quickly talked me into signing the "contract" without telling me any hidden terms. And he also talked me into signing my BF without him being there to sign for the contract, he told me that I can sign for him. I went to the gym a few days later, discovered that the condition and the quality of the gym did not meet my expectation. So I decided to cancel it and get my refund. They told me that I can't get refund unless being there for at least 10 days, but I can write a letter and mail it to HQ to cancel the membership, which I did. But they said they never received my letter. I sent it again on the 26th. they also me that I can't freeze my account either, unless I have official documents to prove that I'm on medical leave, missionary assignment or move. I called the gym and their HQ several times, always got run around by the rep I spoke. Never got any solution, they just want to drag this as long as possible. At one point, I was on hold with the HQ office for nearly two hours asking to speak to a manager, they finally got me a manager, he promised that he would offer me two months free in addition to the two month I got for me to stay and cancel my BF's membership and issue him full refund. he said he would call me back the next day to set this up since he has to get "my document" first. But he never called. The business practice is unethical and dishonest. I would like to get FULL refund for my BF -****** *******nd me all together. Please help! Thank you!

Desired Settlement: We are asking for full refund of $134. Thank you!

Business Response: Initial Business Response /* (1000, 6, 2014/10/03) */ Mr.***** joined the Logan Square facility on September 2, 2014. At that time, he also signed up for membership for his friend, Mr. *****. Mr.***** spoke to the Customer Service Department on September 25, 2014 at which time the cancellation policy, the 30 day money back guarantee, and the freeze policy were discussed. Referring to what Mr.***** is stating in the Better Business Bureau submission, it is clear he is confused about the freeze policy, the 30 day money back guarantee, the cancellation policy, and the complimentary months discussed with Customer Service. As a courtesy, and to resolve this matter amicably, XSport Fitness will cancel both memberships of Mr.***** and Mr. *****. A refund for $67 on each account will be credited to his credit card on file.

10/13/2014 Advertising/Sales Issues
10/3/2014 Problems with Product/Service
10/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for a gym membership for XSport fitness in August of 2012. I paid cash up front for over a year. At some point in the span of those two years they got my credit card. The employee mentioned that I would never be charged. I moved to California in January of 2014 with knowledge that my membership was ending in July of 2014. On September 22nd of 2014, my credit card was charged $599.99. After calling them to get a refund, they told me I need to mail them a letter asking to cancel and would not do it over the phone. After mailing, I did not receive a response. I called days later and was told by a rude employee that I would get refunded "some time after the week of October 22nd".

Desired Settlement: I just want my money back immediately.

Business Response: Initial Business Response /* (1000, 5, 2014/10/03) */ Mr.******* was billed, per his signed Agreement authorizing charges to his credit card annually for membership until he cancelled his membership. A cancellation letter was not received from Mr.*******, therefore, his membership was not cancelled and he was billed accordingly. Mr.******* spoke to the Customer Service Department on September 22, 2014 regarding this matter. As per that discussion, Mr.*******'s membership was cancelled and he was refunded $599 to his credit card on file. XSport Fitness considers this matter resolved.

9/30/2014 Problems with Product/Service
9/29/2014 Delivery Issues
9/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been trying to cancel my membership since June. I called to see how to cacel. Rep said to go into any gym. I went into the gym, to then be told that I need to send a letter. I sent a letter, a month later I was charged for July. I called and spoke with a guy named*******************. He said to send him an email, because there was "no record of my cancellation letter," and he would cancell the account and refund me the money for July. I was charged again for the month of August. I have sent ******* a total of 4 emails. No response. No refund. 1st attempt to cancel early June (before the weekend of the 7th) - letter sent. Called 8/13. Got email from ******* 8/13. Replied asking to cancel and for a refund as he asked me to do. August 14, 21 and 25th emails requesting a cancellation, and a refund. No response was received.

Desired Settlement: I would like them to officially cancel my membership and to refund me the money they keep taking from my account.

Business Response: Initial Business Response /* (1000, 5, 2014/09/05) */ Ms.*********** gym membership was cancelled after she spoke to the Customer Service Department on August 13, 2014 and her cancellation letter postmarked on August 14, 2014 was received. As a courtesy, she has also been given a refund of $44.10. Initial Consumer Rebuttal /* (3000, 7, 2014/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am owed a refund for July and August. So they need to refund me twice the amount as stated. $88.20 total.******** said I'd be refunded for July. That was not honored and they charged me for August. And I never received a letter from them. So once they refund me a total of $88.20, I'll be satisfied. Final Business Response /* (1000, 10, 2014/09/17) */ This member was refunded a total of $88.20 to her card on file for the months of July and August 2014.

9/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since May 2014, Xsport has been charging me double (and more). Niles Xsport made a clerical error (which was confirmed by Xsport corporate). Apparently my debit card number and another member's credit card numbers were similar, so Xsport Niles billed both accounts under my name. When I called Friday (9/5/14), I waited on hold for 20 plus minutes before being told this information. I then told the representative that I did not know this person, and that my contract stated I was the only one using my debit card. The rep then told me I needed to provide proof that my debit card was my own and that I was telling the truth. I provided a statement with my account number, and the rep said she would call me back by Monday (9/8/14). On Monday, I had to call them, only to be put on hold and then someone take a message for the rep. Rep did not call me back but rather email me and tell me that I needed to provide even more documentation that I was not lying about not knowing this person. I had to send them even more statements outlining all of the Xsport charges on my account. I essentially had to do all the work and provide all the documentation because of their clerical error. I plan to call them every day until I get my refund of the charges, which total close to $350.

Desired Settlement: I would like a refund of $349.50, which is a total of all the erroneous charges on my debit card. Xsport Corporate rep promised I would be refunded once I provided proof of my bank statements, which I have done twice now.

Business Response: Initial Business Response /* (1000, 5, 2014/09/17) */ XSport Fitness apologizes for any inconvenience this has caused Ms.******* A refund to the credit card on file was processed by the Customer Service Department on September 10, 2014 for the charges on Ms.*******s account.

9/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My original debit card was charged in April (last) and it was stolen. I obtained a new card number but NEVER put it on file, because I forgot and NO ONE ever called me. I thought the membership had cancelled when suddenly I received a $105 charge on 8/18 and another charge of $35 on 8/29. None of those charges were near the orignial charge date and I am not sure how you got my card number.

Desired Settlement: I am not sure why these charges occured. I have not been in Xsport since April because no charges hit my account. I would like the $140 refunded. I would like a phone call to discuss possibly continuing the membership (because I am extremely unhappy at this point).

Business Response: Initial Business Response /* (1000, 6, 2014/09/17) */ Ms.********* joined the Norridge facility on February 28, 2014. Her monthly dues payment began declining by her bank in May 2014. Her monthly payments continued to decline by her bank until August 5, 2014 at which time her charges in arrears of $105.00 went through. Clearly her bank updated her account and sent through the charge. She was then charged for her August dues on August 28, 2014. Ms.********* has not cancelled her membership therefore, she is being billed in accordance with her signed Agreement with XSport Fitness. Ms.********* does not qualify for a refund. Having said that, it is apparent the Ms.********* does not wish to have a gym membership, she has not attended since March 2014. As a courtesy and in an effort to move forward, XSport Fitness will cancel Ms. ********* membership and refund the charges she has incurred since May 2014 to her credit card on file.

9/22/2014 Problems with Product/Service
9/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was an Xsport member for nearly 2 years, paying $40 per month. Once I moved I went to the local xsport on 08/13/2014 and asked to be dropped down to the $10 per month plan. A new contract was signed that very same day. After using the gym 3 times, on the 4th time I was stopped at the door and told I needed to pay $40 dollars this was 08/20/2014. I let them know I had signed a new contract in that very gym, changing from the $40 to the $10. I was told "anyone can claim they changed their plan." This was very insulting, as a loyal Xsport member for nearly 2 years, why would I make a false claim? When I mentioned I signed the contract in that very location 10 feet from the main desk, I was told they don't keep copies of the contracts there, they send them off, which was ridiculous considering I had just signed a new contract 7 days before. I was refused entry and I was told to call the customer service line. This is where things took a turn for the worse. On 08/20/2014 I called their customer service number and waited for 2 hours on hold, without anyone answering the phone, just an automated system. High frustrating. The next day, 08/21/2014 I decided to call Xsport customer service again...as I write this complaint I have now been on hold for 54 minutes. In addition to the customer service line, I have also sent 3 emails, the website states a response will be give within 24 hours. It has been over 24 hours, 3 emails sent, not one reply given. All the local gyms tell me to call this number, yet no one answers. I have now spent a total of 3 hours on hold unable to reach someone to resolve my issues, all while unable to use the gym. I will be signing up with a gym across the street, who offers the same deal as the Xsport, and I'm sure they have people who actually answer their customer service calls.

Desired Settlement: I would have liked it if someone would respond. It's a simple matter, I'm changing from the $40/month plan to the $10/month plan. Stop trying to charge me $40, charge me the $10 as agreed per the contract and let me work out.

Business Response: Initial Business Response /* (1000, 10, 2014/09/17) */ XSport Fitness apologizes for any inconvenience this has caused Mr. *****. We are currently experiencing unusually heavy call volumes in the Customer Service Department. Mr. ***** spoke to the Customer Service Department on August 22, 2014 and they were able to make the change to his dues amount. He is now being billed at the lesser rate for the Lombard location.

9/16/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I joined Xsport Fitness 8-July-14 and I also purchased 3 months of training. I don't have issues with the facilities and didn't have issue with the staff until I had to cancel. I found out that I was moving out of the gym's service area and talked to the gentleman that helped sign me up he said I just needed to come in and fill out a form. On July 28th, I came into the gym, worked out, and filled out the cancel form. I emailed the assistant GM the day after to let him know that I completed the form, never received a status update or follow-up instructions. I was told that I could cancel within 30 days and get all of my money back. While looking through the Xsport Fitness site it said to send in a letter via certified mail with your intent to cancel so I did on 4-Aug-14, still within the 30 days. I'm not expecting them to refund the money over night, but I was charged an additional monthly fee of $35 on 11-Aug-14. I called in to their 1-800 number to speak with someone who couldn't/wouldn't help me. He said a ******** would be in touch and I haven't heard from this individual. As it stands Xsport owes me $259.50, 3 months of gym fees and one month of training that I won't be able to use. Product_Or_Service: Health Club Membership Account_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I just want my money back, prior to this I didn't have an issue. I really liked the facilities, especially for the price, the staff, location, and equipment.

Business Response: Initial Business Response /* (1000, 10, 2014/09/15) */ Ms.****** joined the Fairfax location on July 8, 2014 at which time she also bought 12 personal training sessions. XSport Fitness has received her cancellation letter and she has met the requirements for the gym membership's money back guarantee. Therefore, her membership has been cancelled and a refund for $105.00 will be credited to her credit card on file. On the matter of Ms.******'s personal training, personal training packages are not refundable without "proof of move". She has not submitted proof of move to-date. Without said "proof," she is not eligible for a refund on her training package. Having said that, in an effort to equitably resolve this matter, XSport Fitness is willing to refund Ms.******'s personal training sessions that she has paid for. A refund for $154.50 will be credited to her credit card on file.

9/16/2014 Advertising/Sales Issues
9/9/2014 Problems with Product/Service
9/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 7/26/14 I signed up for a gym membership (**********) and training sessions at the Downers Grove, IL location, with the understanding that I was unable to commit to a long-term agreement due to my house being for sale. I pre-paid $180.00 for training and $67.00 for the first and last month membership fees; totaling $247.00. On August 4th I received 2 offers on my house and were in negotiations. I called the facility to cancel my membership - I was directed to corporate. I spoke with a Mike and explained the situation. He told me he was unable to CANCEL my training sessions until I provided proof of sale. He stated he would put the account on HOLD until September, so that I wouldn't be charged as I was preparing to move. On August 26th, a charge was put through on my checking account in the amount of $33.50 for a monthly membership fee, and it incurred a $34.00 NSF fee. On 8/28/14, when I received notification from my bank that a transaction posted, I again called and spoke with****** and he stated that he did not receive a Letter of Cancellation from me. He NEVER told me that I had to send in a letter or any sort. He told me that he was going to extend the HOLD until October for me to supply him with proof of my move, and that he would refund the $33.50. He told me that he would NOT refund the nsf fee that this charge had incurred. I have not used any of the XSport facilities since requesting the cancellation. If there were XSport Fitness locations available where I am moving to, this would not have been an issue, but there are not.

Desired Settlement: I am asking that the membership be COMPLETELY cancelled, my initial payment of $247.00 be refunded IN FULL, and the NSF fee of $34.00 be refunded that was incurred from a transaction being submitted to my bank for monthly membership fees. Total refund requested $281.00.

Business Response: Initial Business Response /* (1000, 5, 2014/09/05) */ Ms. ********* first spoke to the Customer Service Department on August 4, 2014 and again on August 28, 2014. Both times she was instructed to send a cancellation letter to the Corporate Office to cancel her membership and to send proof of her move as well, so that we could refund her unused personal training sessions. Ms. ********* has not sent a cancellation letter or proof of move to-date. As a courtesy, XSport Fitness is willing to cancel Mr. *********'s gym membership and personal training membership via this format. XSport Fitness is also willing to refund $134.50 for gym membership and the money that Ms. ********* paid for her unused personal training sessions, $180.00.

9/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have called several times to try and reach their customer service line since 0900 this morning (11 August 2014). If I don't get a busy signal, I am placed on hold in excess of twenty minutes, and then the line disconnects. They erroneously charged my credit card (not authorized for automatic debit)a second time. When I called my local XSport, they told me they could not refund the charge. I want my money back, and I want someone to answer the phone!

Desired Settlement: $270 And I want to cancel my membership completely!

Business Response: Initial Business Response /* (1000, 6, 2014/08/19) */ Our records indicate that the member spoke to the Customer Service Department on 8/11/14 and they were able to assist Ms.*****. A refund for $270.00 was processed to the Visa on August 11, 2014. XSport Fitness apologizes for any inconvenience this has caused Ms.*****.

8/22/2014 Delivery Issues
8/22/2014 Delivery Issues
8/19/2014 Advertising/Sales Issues
8/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On Thursday, July 10th, 2014, a trainer approached me while I was working out at the X Sport Fitness, Chicago Ridge location ******************************************************************* inquiring as to whether or not I wanted to sign up for a personal trainer. I agreed, only on the condition that they do not charge my debit card that I have on file with them. The debit card that I have on file with them is used to automatically deduct $40 dollars per month for my gym membership. The trainer told me that, in order to get personal training, I would have to pay $540 dollars to start, and then pay an additional $210 dollars every two weeks until my "bill" was paid in full. Again, I specifically told the trainer to not charge my debit card on file because I wanted to make this purchase using a different credit card. I, then, met with the general manager of X Sport, and I told him the same thing. He told me that he would not charge my card. I, then, told the general manager and the trainer that I would be back on Friday, July 18th, with a different card, and they could charge me the $540 dollars on the other card that I was bringing in. I, then, filled out all of the necessary paperwork, and then I left X sport for the day. On Friday, July 18th, X Sport charged my debit card $540 dollars. I specifically told them not to do this. At this point, I contacted their corporate office. The corporate office's customer service number is X-XXX-XXX-XXXX. I spoke with *********, and she told em that she would get in contact with the X Sport location and have them fax her the paperwork I filled out while at X Sport. She, then, told me that she would call me back. She never called me back. Today (Monday, July 21st, 2014), I called the corporate office again. I, again, spoke to *********, and she informs me that the customer service people at the X Sport, Chicago Ridge location, did not fax her the documents, which is why she didn't call me back. ********* then informs me that she is waiting for them to e-mail her my documents that I filled out, and she would, again, call me back. Of course, she didn't call me back. The general manager and the trainer at X Sport gave me their word that they would not charge my debit card, and they did so anyway, which I find to be terribly dishonest and unfair.

Desired Settlement: I want my $540 dollars back, and I want the personal training sessions to be canceled. I do not want to cancel my S Sport membership. I only want my money back and the personal training sessions canceled.

Business Response: Initial Business Response /* (1000, 5, 2014/07/28) */ Mr. ******** bought a 40 session personal training package on July 10, 2014. At this time, he asked the manager at the gym to postdate the start date of the package, and consequently the billing, to begin July 18, 2014. All members must secure their personal training packages with a credit card. Payments may be made by the member before the billing due date and the computer will not charge the member for the payment. In other words, Mr. ********'s personal training payment was due on the 18th and he was charged on the 18th because the payment was not previously made by him before it was due to post to his credit card. It is uncertain as to where the confusion of Mr. ********'s billing issue stems from, however, it is clear that Mr. ******** did not understand his personal training billing. XSport Fitness is willing to cancel Mr. ********'s personal training package. They will remove the upcoming charges of $1,260.00 and refund $540.00 to his credit card on file. Mr. ********'s gym membership will stay intact. Initial Consumer Rebuttal /* (3000, 7, 2014/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will not accept this response until my money has been refunded. Furthermore, I do not appreciate X Sport's response stating that I "did not understand his personal training billing". They were ones who did not keep their word regarding how my account was supposed to be charged when I CLEARLY stated to them that they NOT charge my credit card on file. Furthermore, I am pretty confident that I "understood my personal training billing" because I am a College Professor with a Master's Degree in English Literature, so I am pretty confident that I understand English quite well, I can read quite well, and my education is a lot higher than anyone who works at the X Sport - Chicago Ridge location. As previously stated, this "response" will not be accepted until my money is refunded. Final Business Response /* (4000, 9, 2014/08/05) */ As previously responded, XSport Fitness has cancelled Mr. ********'s personal training package, removed the upcoming charges of $1,260.00 and refunded $540.00 to his credit card on file. Mr. ********'s gym membership will stay intact.

8/18/2014 Advertising/Sales Issues
8/13/2014 Delivery Issues
8/11/2014 Advertising/Sales Issues
8/11/2014 Advertising/Sales Issues
8/8/2014 Delivery Issues
8/6/2014 Problems with Product/Service
8/5/2014 Advertising/Sales Issues
7/30/2014 Problems with Product/Service
7/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Can you assist me with cancelling my membership with X-Sport? I signed up for one-year membership on Friday, April 26, 2013. Since May 2014, X-Sport has been contacted in writing and phone but will not cancel my membership! X-Sport is paid via my Target Visa credit card each month. A representative from Target Visa case been in contact with X-Sport in an attempt to cancel my billing to no avail. X-Sport was sent a message from me via their website to cancel my website and I contacted them yesterday by phone. My membership has not been cancelled. Is this a refusal to cancel my membership? X-Sport requires my membership number, X950026 each time they are contacted regarding my membership. It has been provided upon each attempt to contact them but my Target Visa credit card continues to be charged by X-Sport. Please assist me with cancelling my membership with X-Sport. I would like a full refund from X-Sport for the months of May 2014, June 2014, and July 2014 as May 2014 is the first attempt I made to cancel my membership. Thank you.

Desired Settlement: Please assist me with cancelling my membership with X-Sport. I would like a full refund from X-Sport for the months of May 2014, June 2014, and July 2014 as May 2014 is the first attempt I made to cancel my membership.

Business Response: Initial Business Response /* (1000, 6, 2014/07/28) */ Ms.****** emailed the Corporate Office of XSport Fitness through the contact us page on the website on June 2, 2014 asking for her membership to be cancelled. She received a response on June 3, 2014 with the cancellation instructions. This is the only correspondence or contact from Ms.****** on her account. Ms.****** was given the cancellation procedure; however, she has not followed the procedure to cancel her gym membership. Therefore, her membership was not cancelled. A simple handwritten note, requesting cancellation of her membership was all that was required. Ms.****** is not entitled to a refund. Having said that, in an effort to move on and resolve this matter in an equitable manner, XSport Fitness is willing to accept this Better Business Bureau as a written request to cancel Ms.******'s membership. XSport Fitness has also generously agreed to refund the June and July payments of $19.95 for each month to her credit card ending in***** that is on file.

7/25/2014 Delivery Issues
7/25/2014 Delivery Issues
7/25/2014 Problems with Product/Service
7/25/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Before signing up, I explained to **** (manager) my job takes me out of town quite often and can I cancel my personal training class at anytime, he said yes. All I had to do was call corporate and they would cancel. I called and ***** told me I had to submit a letter in writing of the request or a letter from my human resource department on its letter head. I explained this is not possible due to how im deployed to work. I submitted my the letter and they still charged my card. I called ***** back and she said they did not receive the letter and now I needed to send it certified. She said I need to secure a letter from I cancelled my atm bank card and received another one. They somehow charged my account again. I am in the process of dealing with my bank but xsport refuse to stop the charges. I am not sending another letter because their manager did not explain this to me. Had I known what I know now and been told the truth from the beginning, I would not have signed up with them.**** misrepresented the company and I feel they owe my all my money back. I only frequent the establishment twice since signing up because I have been on the road working.

Desired Settlement: DesiredSettlementID: Refund All my money back from day one. Personal training class for may and june(95*2) plus my monthly fee (19.95*2)

Business Response: Initial Business Response /* (1000, 8, 2014/07/14) */ Xsport Fitness apologizes for any part they have played in the confusion Ms. *********** has regarding our cancellation policies. The cancellation policy is clear, concise, protects the privacy of the member and is to the letter of the law. Members simply have to write a handwritten or typed letter saying "cancel my membership" and send it to the Corporate Office. Sending your letter certified gives you a receipt an dis for your protection, however, we also accept regular mail. It is uncertain as to how Ms. *********** is confused regarding the policy. She is allowed to cancel her membership or group training sessions at any time; as both would be cancelled immediately upon receipt of her cancellation letter. To date, XSport Fitness has not received a cancellation letter from Ms. *********** regarding her membership or group training session. In an effort to move forward and amicably resolve this issue, XSport Fitness will consider this Better Business Bureau submission as her "letter of cancellation". Her gym membership will be cancelled and refunded $39.90 to her credit card on file for her May and June payment. In the same sense, her group training will also be cancelled and refunded $190.00 to her credit card on file for her May and June payment. XSport Fitness wishes Ms. *********** success in her future fitness endeavors.

7/16/2014 Delivery Issues
7/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Membership number********2. My purchase was 6/17 with the credit card transaction occurring later. Multiple people from my conference were offered this deal and I wasn't the first. On a latter visit, when we tried to sign up another member, my colleague was informed by the GM that that deal did not exist. She was informed she had authorized $117 on her credit card and all like deals were the same. It was told we could not have a refund, and that we would have to go 10 times plus our first visit and have a personal training session to get a refund. I just discovered that the GM lied about this and that a refund can be requested within 7 days but only by registered mail so it is now probably too late to make it by Monday. My colleagues and I were lied to not once, but twice, by this company. The sales employee was initialing as S.P. with pass ID *******

Desired Settlement: On our first visit we were told to sign the contract as is for the 39 dollar deal. I was here as a group and am only in town one month. I hope that given that my colleagues were lied to twice by the company and told by the first employee certain things in the contract did not apply here, the company should give me a refund even if the document does not arrive in Aurora by 7 days. The manager was unwilling to help and I felt deceived by staff at the gym and want nothing to do with it any further, and hope that both myself and the gym can mutually part ways with a refund of the initial money and, at the very least, no further credit card charges.

Business Response: Initial Business Response /* (1000, 9, 2014/07/14) */ Mr.***** joined the State Street XSport Fitness on June 17, 2014. As with any other contract, he has three days to cancel in writing and be refunded all of his money. Additionally, XSport Fitness also offers a 30 day money back guarantee. In order to qualify for the money back guarantee and receive a refund, a member must complete a new member orientation within the first fourteen days after the date as scheduled and must work out an additional nine separate days at the facility. If these simple requirements are met, the member may cancel their membership by sending within three days after the completion of such thirty day period, notice of cancellation in wiring and may receive a refund of enrollment, processing and membership fees. Mr.***** has not fulfilled any of the requirements for a refund. Between the Agreement and the checklist, Mr.***** signed twice and initialed 18 times that he understood the billing and money back guarantee requirements. Regardless of statements by Mr.***** regarding his friend's memberships, Mr.***** is not entitled to a refund. As an effort to amicably resolve this matter and so that both parties may move forward, XSport Fitness is willing to refund $39.00 to Mr.*****'s credit card on file, remove the upcoming charges posted to his account and cancel his membership effective immediately.

7/14/2014 Problems with Product/Service
6/25/2014 Problems with Product/Service
6/23/2014 Billing/Collection Issues
6/23/2014 Problems with Product/Service
6/18/2014 Delivery Issues
6/18/2014 Advertising/Sales Issues
6/16/2014 Problems with Product/Service
6/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The sales people of company approached us in the lobby of our apartment to sell us gym membership on April 23th, 2014. We decided to take the offer and join. During the paper work, the sales woman (******* rushed us to sign and told us that there is seven days money back guarantee. Tonight (6 days later) we went there to cancel the membership as we did not have time to attend the gym at all. She (the sales person) and the manager (*******) denied what they said and refused to refund our money. They said we need to attend the gym nine times and get a personal trainer in order to cancel. We came home and contacted **************** to refund our money. We are frustrated and we do not believe this company can cheat people to sell their membership based on lies. Please help us to cancel our membership and stop this company from selling memberships with lies. Thanks.

Desired Settlement: Cancel my memberships with Refund.

Business Response: Initial Business Response /* (1000, 16, 2014/06/04) */ Mr. ***** joined the Merrifield XSport Fitness on April 23, 2014. At the time, he signed twice and initialed eleven times that he understood the billing and money back guarantee requirements. All members have the right to cancel within three days. It is unclear as to where the confusion lies in regards to the cancellation and money back guarantee regarding the gym membership of Mr. *****. Mr. ***** has not cancelled his membership within a three day period nor has he fulfilled the requirements for the money back guarantee, therefore, is not entitled to a refund. So that both parties may move forward, XSport Fitness is cancelling Mr. *****'s gym membership effective immediately. Mr. *****'s May 2014 payment will be returned to his via credit to his **************** card.

6/11/2014 Advertising/Sales Issues
6/10/2014 Delivery Issues
6/10/2014 Delivery Issues
6/5/2014 Delivery Issues
6/4/2014 Advertising/Sales Issues
6/3/2014 Delivery Issues
6/3/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On April 9, 2014 I, **********, made contact with XSport Fitness Customer Service through their phone line in an attempt to cancel an unwanted tanning membership package and downgrade the gym membership used by my wife. This was after I had previously left a voicemail on their automated help line requesting these same changes the month before however, they failed to make the desired changes to my account. On April 9 I spoke to a customer service representative name ******* who told me that I must submit a written statement via fax to effect these changes. I sent my request using a fax machine at the South Barrington location of this business that same day. The customer service representative told me that I would be refunded $16.49 for the unwanted month of tanning as well as $13.55 for the difference in gym membership cost. I never received either refund as promised nor did they cancel the tanning membership and reduce my wife's gym membership causing me to receive identical charges this month (***). My membership number is XXXXXXX and my wife's is ******** The tanning account number is 4200. I am unable to reach customer service through the provided number at this time **************.

Desired Settlement: I want a refund of $60.08 to cover the unwanted difference in gym membership costs and the two months of tanning that I have been trying to cancel. I would also like an apology for how difficult they make the process of account cancellation, presumably to discourage individuals from cancelling their services.

Business Response: Initial Business Response /* (1000, 8, 2014/06/03) */ Mr. ******* tanning membership was cancelled on May 22, 2014 after speaking to the Customer Service Department. He was refunded $32.98. Mrs. ******* membership was downgraded on May 21. 2014 and $27.10 was refunded to her card on file after speaking to the Customer Service Department as well. Therefore, this matter has been resolved. Initial Consumer Rebuttal /* (2000, 10, 2014/06/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

5/27/2014 Advertising/Sales Issues
5/27/2014 Problems with Product/Service
5/23/2014 Advertising/Sales Issues
5/23/2014 Problems with Product/Service
5/20/2014 Advertising/Sales Issues
5/2/2014 Problems with Product/Service
4/30/2014 Advertising/Sales Issues
4/21/2014 Problems with Product/Service
4/21/2014 Advertising/Sales Issues
4/17/2014 Problems with Product/Service
4/11/2014 Delivery Issues
4/9/2014 Problems with Product/Service
4/9/2014 Advertising/Sales Issues
4/7/2014 Delivery Issues
4/2/2014 Delivery Issues
3/27/2014 Problems with Product/Service
3/26/2014 Problems with Product/Service
3/25/2014 Advertising/Sales Issues
3/18/2014 Delivery Issues
3/17/2014 Delivery Issues
3/3/2014 Advertising/Sales Issues
2/24/2014 Advertising/Sales Issues
2/21/2014 Problems with Product/Service
2/21/2014 Billing/Collection Issues
2/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On January 6, 2014 I purchased a lock for the lockers. I immediately realized I had a lock with me and I wanted to return it. I was told that I needed to return with a manager was available. When I returned while a manager was there today. She stated that the signed above her head which stated 30-day money back guarantee was only for membership. I told her it should state only for memberships.

Desired Settlement: DesiredSettlementID: Refund At this time I would like to cancel my membership and I also would like to be refunded for the lock. I can return the lock immediately.

Business Response: Initial Business Response /* (1000, 7, 2014/02/18) */ XSport Fitness was willing to accommodate Mr.******* by giving him a credit to his gym membership or to his credit card on file as per our refund policies. As per this member's conversations with the Customer Service Department via the website and a telephone conversation with a Customer Service Representative last week, Mr.******* will receive a check for 129.95 within the next seven business days to his address on file and his membership will be cancelled. Final Consumer Response /* (2000, 9, 2014/02/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

2/3/2014 Problems with Product/Service
2/3/2014 Problems with Product/Service
1/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This gym and their ownership are fraudulent people who are stealing money. I cancelled my gym membership six months ago and they keep changing me. When I call, they say that my account is cancelled. The bill keeps showing up anyway. I am positive I am not the only one they are cheating. Xsport Fitness are conducting the illegal activity of billing me long after I have cancelled the service. This business requires you to send in a written letter to their corporate office in order to cancel the service, which I did. This gives them the convenient excuse of being able to say that they never received a letter. This was not the case for me. I called their customer service and they confirmed to me verbally over the phone that they had my cancelation letter and that my account has been cancelled. Still they continue to charge me. This business needs to be penalized and sanctioned. I want all my money back.

Desired Settlement: I just want my money back

Business Response: Initial Business Response /* (1000, 7, 2014/01/21) */ XSport Fitness cancelled Mr. ***** gym membership on July 16, 2013. Mr. ***** was inadvertently charged after his notification solely due to human error. Rest assured, the billing error on Mr. ***** account was not deliberate and was remedied as soon as it was brought to the attention of the XSport Fitness Corporate Office. XSport Fitness apologizes for any billing errors that have occurred on Mr. ***** account and for any inconvenience this has caused him. We wish him success in his future fitness endeavors. Final Consumer Response /* (2000, 9, 2014/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) It's good that they corrected it, but I haven't gotten my refund yet that they said they would mail me.

1/23/2014 Delivery Issues
1/20/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I requested that my payment method be changed from my checking account to my credit card. I phoned CS and the person I spoke with TOOK MY CREDIT CARD INFORMATION and told me it was taken care of. Imagine my dismay when I found that an unexpected and unbudgeted $113 was withdrawn from my checking account and caused my account to be overdrawn and for my bank to charge me overdraft fees. When I phoned CS again I was basically told theres nothing we can do about it. I was told at that point that I needed to go into my gym location and fill out a change of payment method form - 1st I heard of that! So I went to my gym and asked that all my memberships be canceled...which is when I learned that I needed to SEND A LETTER! The manager, Josh, was very kind, however he was unable to do anything for me. What type of manager has no ability to take care of things like this? Its ridiculous. When I asked why my Xit was renewing after the initial 2 months I agreed to he said that unless I request that it be canceled, in writing, it would keep renewing and that the sessions expire each month; its a use em or lose em situation - WHICH NOBODY EVER TOLD ME!Xsport's business and sales tactics practices are intentionally deceptive and the sales staff lies through omission and are deliberately unclear in their communications.

Desired Settlement: DesiredSettlementID: Refund I want my money back and my overdraft fees paid!

Business Response: Initial Business Response /* (1000, 7, 2014/01/08) */ Ms.***** joined the Irving Park XSport Fitness facility on October 11, 2013. On October 15, 2013 she also bought three personal training sessions. She wanted to change her form of payment and contacted the corporate office on December 16, 2013. Members must sign paperwork for any changes to their billing information, therefore, Ms.***** was directed to go to the gym to sign the proper paperwork. Ms.***** then went to the gym and said she wanted to cancel her membership and was given cancellation instructions. It is not clear as to where the confusion lies, however, XSport apologizes for any misunderstanding Ms.***** has stemming for their part. Ms.***** has since spoken to the Corporate Office on December 19, 2013 and they have generously agreed to refund Ms.***** in the amount of $92.00, an amount that includes an overdraft fee. Ms.***** has agreed to this negotiation settlement.

1/17/2014 Problems with Product/Service
1/16/2014 Advertising/Sales Issues
1/3/2014 Problems with Product/Service
1/2/2014 Delivery Issues
12/27/2013 Delivery Issues
12/27/2013 Problems with Product/Service
12/19/2013 Problems with Product/Service
12/17/2013 Billing/Collection Issues
12/9/2013 Delivery Issues
12/6/2013 Problems with Product/Service
12/5/2013 Guarantee/Warranty Issues
11/25/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: My name is ********************************* and I'm sending you this email in regards to the treatment I received at portage park location (5515 W. ****** Park Rd) by operations manager going by the name ********* on Friday October 18th 2013 at approx 830am. Upon arriving at the gym that morning Mr***** denied my entrance due to a discrepancy in my account and it wasn't for non-payment nor was my account frozen this is what Mr***** told me, I asked what was the problem? Mr***** told me that he wasn't sure and it was maybe something with the payment? I explained to Mr***** that I just made a payment on the 15th of October, Mr***** then told me that he would have to deny my entrance unless I could provide my receipt of payment. I explained to Mr.***** that I was tired of being stopped every month for a discrepancy for payment! Whats the point of being enrolled in auto-payment?! Mr.***** just looked at me with a blank look on his face, I then walked out to SEE if I could find the receipt in my vehicle but no luck. I came back to the gym and told Mr***** that I did not have the receipt and that I did not have time to go back home to look for it because I was short on time, I asked Mr***** if he could call the X-sport at the brickyard location where I made the payment and inquire? Mr***** denied that request! I told him you're a Manager cant you see in the system what the problem is? Mr.***** then told me in these EXACT words "Im sorry but we have a ****** system"!! I was shocked and upset by his response! Mr***** then told ME that he didn't like my attitude and for that it gave him more reason to deny my entrance! I told Mr***** that he was wasting my time and that I was considering cancelling my membership based on the service and how rude and unprofessional Mr***** was treating me! Mr.***** then told me he was HAPPY he was wasting MY TIME! and that he didn't care if I cancelled! I was at a loss for words at this point! Product_Or_Service: Gym Membership Account_Number: XXXXXXX

Desired Settlement: DesiredSettlementID: Refund I would like an apology or some compensation for the inconvenience and rude unprofessional service I received.

Business Response: Initial Business Response /* (1000, 5, 2013/11/12) */ XSport Fitness apologizes for the interaction between our staff and Mr.******* at the Irving Park facility. Clearly we expect our staff to represent XSport Fitness differently from what Mr.******* describes. As per your conversation with ***************** Director of Customer Service, four complimentary months of membership have been added to your account. Once again, we appreciate your membership and apologize for your experience.

11/21/2013 Problems with Product/Service
11/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On November 11, 2013 at approxmately 7am, a female employee named ***** escorted a male maintenance worker into the female locker room. I was changing when he walked in and ***** kept saying "it's ok, it's ok" because she barely speaks English. After a few minutes he walked out. *****, another female employee happened to come down to the locker room to cut off someone's lock when ***** escorted him in again and ***** said he has to wait. This is not the only time this has happened. I called XSport customer service hotline to complain about a smiliar issue when locker rooms changed genders to allow male workers to work on the women's locker room. On multiple occassions male members did not pay attention to the signs posted, which were, in my opinion, inadequate due to the size and location of them by the manager who only works part time according to some male employees. One male walked in on me in the shower! X-Sport customer service assured me this would not happen again, offering me a month of a free membership. I demanded that the security cameras be reviewed for the repeatedly attempts by males to enter the female locker room and was told they might not have access to the tapes, because they might not be functional. This is unacceptable. This is a peeping tom/legal issue and no disciplinary action.

Desired Settlement: I demand the conditions of the gym improve and the security of the females be taken as a serious matter because this is unacceptable and legal action needs to be put in place.

Business Response: Initial Business Response /* (1000, 6, 2013/11/18) */ XSport Fitness apologizes for any situation or inconvenience this has caused Ms. ****** While rare, when the occasional maintenance is required in the women's locker room, all maintenance staff members are escorted by female staff members to ensure the integrity of our female members. After a thorough investigation of this matter, other witnesses respectfully deny Ms. ******* recollection of said events. Ms. ******has spoke to the Director of Customer Service regarding this matter and was given complimentary months of gym membership along with our apologies. Final Consumer Response /* (2000, 8, 2013/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I spoke to a director of customer service and although was promised before this wouldnt happen and it did, I shall accept this response until further notice of additional events.

11/12/2013 Delivery Issues
11/5/2013 Problems with Product/Service
10/18/2013 Problems with Product/Service
10/17/2013 Problems with Product/Service
10/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 07/09/2013 I had come to the Alexandria, VA location of X Sport Fitness to register for gym membership. Within 24 hours I had returned to the gym requesting cancel my membership. I had filled out a form to cancel my membership and handed it to the associates at the front desk. I then sent in my key tag to the corporate office a few weeks later checking on the status of my refund of $132.96. I was told that it takes a few weeks to process a refund and for me to receive the refund check. The estimated time that I was given was 4-5 weeks. It has now been 3 months and 1 day exactly to this date (10/10/2013). This whole process is beyond frustrating. I had called in to the Alexandria gym location as well as the corporate offices on various occasions, and have yet heard a clear response. I am beyond dissatisfied with the rude, sarcastic, and unprofessional customer service from both corporate and the Alexandria gym. I have called in various times requesting updates and then am left on the phone for more than an hour on hold, or the reps hang up on me. I have lost count on how many times ive tried to get this issue resolved. Key tag #: XXXXXXX Name: ***** ********

Desired Settlement: I require a refund of $132.96 as promised.

Business Response: Initial Business Response /* (1000, 5, 2013/10/16) */ Ms. ************** joined the XSport Fitness Alexandria facility on July 8, 2013. She sent a cancellation request postmarked on July 29, 2013. She did not meet the money back guarantee requirements necessary for a refund. This was explained to Ms.********* when she spoke to the customer service department on October 10, 2013. Having said that, as a courtesy, XSport Fitness has generously agreed to refund Ms.********* $132.96 so that Ms.********* may move on to more pressing issues. We wish Ms.********* success in her future fitness endeavors. Final Consumer Response /* (2000, 7, 2013/10/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do not appreciate the sarcasm in the response. As your policy says, if I cancel within three days of registering I am able to receive a full refund. I had gone back into the gym and requested to cancel the same day. I had come in on midnight and came back in later in the day to cancel. I have never been affiliated with such rude individuals, who do not stick to policy, and make it seem as though people are lying. On the letter in which I sent the key tag I had been following up with a cancellation that I had filed in the gym with a manager. Refunding me my money would be a typical function as stated in the contract I signed when I registered.

10/15/2013 Problems with Product/Service
10/4/2013 Problems with Product/Service
10/4/2013 Problems with Product/Service
9/24/2013 Problems with Product/Service
9/23/2013 Advertising/Sales Issues
7/25/2013 Delivery Issues
5/10/2013 Delivery Issues

Customer Review(s)

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Customer Reviews Summary

9 Customer Reviews on X Sport Fitness-Big Rock
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