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Business Profile

Fitness Center

Xponential Fitness LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 23 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/13/2025

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have a Club Pilates passport membership and my home studio is the Hunter's Creek location. On Jaunary 7th I was booked for a 11:30 - 12:30 class with Adriana at the Altamonte Springs location. On the 7th, I called the Altamonte Springs location and mentioned I would not be able to make the 11:30 class and noticed there were slots open in the 12:30 class and asked if i could be moved over. The receptionist at the time mentioned that would be no problem, I wouldn't be charged and cancelled my 11:30 class and rebooked me for the 12:30 class. This class is reflected in my class history and the receptionist also left a note detailing this phone call which can be found in my club pilates profile.

    On Friday February 23rd, to my surprise I was not able to use the app to book a class. I called my home studio and they mentioned I has a several charges, late fee charges, and charge back charges from the Altamonte Springs location. I called the location and ended up speaking to Kelly, the location manager. Kelly was EXTREMELY rude! Kelly mentioned there was nothing she could do. She mentioned that the charges were valid without taking the time time to look into the issue and it's a courtesy to have the charge removed. How are the charges valid when the receptionist cancelled the class, rebooked be for the class right after, and mentioned there would be no charges. I called another location (SODO) and explained the situation, and the receptionist, Lexi from the SODO location, took the time to look into my profile and found the note the Altamonte Springs receptionist left on my account on January 7th. She then proceeded to call the Altamonte and spoke to Kelly to try to get the situation rectified. These charges are on my account after speaking to the receptionist and being told I would not be charged, and furthermore procured more charges. The manager, Kelly, later emailed stating the $25 would not be refunded. Requesting full refund of the $25 chargeback fee.

  • Initial Complaint

    Date:10/11/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company has been charging my account for close to a year. I discovered the charges recently and was told by my bank that it appears that someone has been charging my credit card. I do not have a membership with this company. I am attempting to contact this company to report the fraud but all communication is automated. Because I do not have a membership, they refuse to speak to me directly. Their phone is sent directly to voicemail.

  • Initial Complaint

    Date:07/11/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a gift card for my daughter for Cyclebar for $150 + $3.75 'service fee' on 12-9-23. This was for her to join and do spinning classes at the ******, ** location, as she lives in ******. She had some things and traveling to do, so didn't get to use it until recently and she realized that the Frisco location closed in March 2024, I believe. There is not a location within the limited area that is available to her. I have reached out to Cyclebar via the 'contact us' page on their site, as well as social media and have been completely ignored. This seems to be a common occurrence looking at negative reviews for this parent company. At this time I will be filing complaints with the MA and TX Attorney Generals, as this is unfair business practice and immoral. All I request is a refund of the $153.75. My order # was JZMET-7DUN.

  • Initial Complaint

    Date:07/08/2024

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They continue to charge me for subscription even though i Continue to ask them to cancel me. I cant get online to cancel as they say my email is invalid. They charge me $30 every month. Ive left phone, text and emails. The worst company ever.

  • Initial Complaint

    Date:07/02/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been attempting to stop the subscription for the service for over 6 months now. There is no customer service phone number or email. There is only an online form submission. Whenever I fill it out I never get a response back. I need to cancel my subscription and hopefully get past months recouped as well. Thanks, ***********************************

  • Initial Complaint

    Date:03/28/2024

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was a member at a Pure Barre location. The Pure Barre studio switched ownership during the terms of my contract. The owners lost almost their entire staff (at least 11 that I can name off the top of my head) and now only have 4 certified instructors at this location (2 with less than 1 year of experience). I raised the issue of this franchise allowing a non-certified instructor lead the class that I attended (with documentation) and was told that I had to deal directly with the franchise location about my concern. I cancelled my membership with this franchise but was charged an early cancellation fee and have been told misleading information from this franchise about what happens during my cancellation term. All communications that I have had with this franchise are full of misinformation. Are there no standards for Xponential's franchisees? Are members not guaranteed classes from Pure Barre approved instructors? Are there no requirements for a certain number of approved Pure Barre instructors per franchise? This franchise is destroying the Pure Barre experience and brand for so many people in this area.

  • Initial Complaint

    Date:03/27/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My son purchased a $150 gift certificate for me from Stretchlabs which is owned by the parent company Xponential. The gift was given to me at Christmas 2023. When I attempted to use the gift certificate, the company had closed their location in ******,** and moved it to ************, **, which is over 20 miles from my home. I contacted them, and corporate will not allow ******************* to reimburse me or my son, even though they were the ones that chose to close that location. It is not reasonable for me to travel that far as their sessions are 30 minutes, and my turn around time would be 3 hours. The manager in ******************* totally agrees with me and is encouraging me to file this complaint, but his hands are tied by corporate. While I understand their position of no refunds on gift certificates, I think there should be some allowance for the fact that they closed the only location in my area after selling us the certificate. I have attempted to call the number on this website, but no one answers the phone and there are no options other than to leave a message for one of their locations. I also emailed corporate with no response. I also sent them a copy of the gift certificate along with my son's credit card information, but received no response. I am hoping for a resolution to this dilemma . thank you.

  • Initial Complaint

    Date:03/04/2024

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I engaged in a transaction with StretchLab, remitting $259 for a package entailing four stretching sessions. Regrettably, upon attending my initial appointment, they double booked me. I encountered a scheduling conflict resulting in forfeiture of my session. Subsequent attempts to schedule appointments were met with considerable confusion. Despite initial assurances from a sales representative regarding the possibility of a refund, the company has reneged on this commitment. My efforts to seek recourse through my credit card company were thwarted due to the existence of a contractual agreement. In a retaliatory measure, StretchLab has withheld the four stretches for which I have already paid. Despite numerous attempts to reach a resolution via phone and their website's direct message service, no satisfactory resolution has been provided. This situation amounts to an unjust appropriation of funds on the part of StretchLab. They told me I will not get the 4 stretches I paid for unless I pay additional fees for the 3 month contract after taking my money.

  • Initial Complaint

    Date:03/01/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On March 28 2023 I purchased a plan on Xponential Fitness for $1,000 to use towards exercise classes. At the end of 2023, I was informed that the plan was going to change and all members were going to be refunded the value of unused points as of January, with refunds issued during the last half of January. When I inquired about the value of my refund, I was told it would be $782.25. It is now March 1st and I have not received anything. I've contacted them numerous times through their website (the phone number only allows you to leave a voicemail, and I've left several with no return call). All I keep hearing is they will check with finance.First I was told the credit card associated with the account wouldn't work, which is not true. That card they have on file is the same as when I charged the program cost last year.Then they sent me a form to fill out to receive a check from their payment processor (Coupa), but the form was for vendors and asked for tax info, which is not relevant in this case. I do not want to share my *** or fear I'll be taxed on money that is not income. I contacted ***** and they said they cannot complete my payment profile with out the *** and take it up with Xponential.

  • Initial Complaint

    Date:02/28/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 6/28/2020, I opened a ticket with Xponential Fitness and told them I wanted to cancel my monthly subscription ($30/month). They sent an email back that they had closed the ticket, which to me meant my account was canceled. On 4/28/22 they sent an email (which went to my spam folder) saying action would have to be taken on my account for it to stay active. I never saw this email and never took action. Now I come to find out that they never cancelled my account and have been charging me $30/month for the past 44 monthsover $1300 for something I requested be cancelled and have never used and in addition their email in 2022 stated my account would not remain active if I didnt take action, but still they continued charging me. There is no active phone number for this company. I opened multiple online complaint tickets with them once I realized that I was still paying for this. My first ticket was on 2/19/24 and I have emailed them everyday since then with no response, aside from a chat bot thanking me for my patience.I no longer have patience, I want a refund for the money they fraudulently charged me.

Xponential Fitness LLC is NOT a BBB Accredited Business.

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