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Business Profile

Fitness Center

XGT Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 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:06/24/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    bought 30 session package in October, when I was attending classes for two times per week. I was then encouraged to buy the special for Black Friday which was an additional 50 sessions. So by the 3rd week in November I had approximately 80 sessions. On January 19th, I had emergency surgery and reached out regarding my sessions and was specifically told that they would pause until I came back. At no point was I told about a contract with session packs and that they expire according to the number in the package. Why would I purchase an additional 50 sessions in November, if I thought that they would end in May when I was currently attending two classes per week and a maximum of 3 classes per week. So I would be saying that I would agree to use 80 sessions in 6 months? It's not physically possible. Also, I was on a medical leave for 6 weeks from my emergency surgery. I asked several employees and they assured me that they don't expire when i had my surgery and prior to buying the package. I was then sent a very argumentative text saying they are expiring in May 2023 and was forwarded a contract for the initial 30 session pack, but not the 50 when they were going to close my remaining sessions. I would like a refund for the sessions that they took from me based on the $400 30 session package and the 50 $699 session pack.

    Business Response

    Date: 06/27/2023

    As a gesture of goodwill, we went above and beyond to accommodate the client's request by extending the expiration by an additional 30 days.
    To ensure transparency, the agreement attached clearly indicates the agreed-upon start and end dates. These details were also prominently displayed at the time of purchase and checkout, both in the terms and conditions and within the agreement itself. Our intention has always been to be transparent about our policies and ensure that our clients are well-informed. Given the extension of the expiration date, we believe that the client has been provided with ample time to utilize the sessions in question. Therefore, we are unable to offer a refund in this particular case. 

    Thank you!

    Customer Answer

    Date: 06/28/2023

     I am rejecting this response because:


    They were not honest about expiration and it clearly states in the agreement that they sent to me that medical deferment is ok and has been given to other clients. I was also told that they would not expire by several employees. Why would I buy 80 sessions back to back if they would expire in 6 months? It’s not physically possible to even use these sessions, especially when I was going only 2-3 times per week. what the business has stated is untrue and not okay. 

  • Initial Complaint

    Date:04/08/2023

    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.
    I have consistently paid XGT fitness 50 dollars each week, and followed all of their rules, including waiting 6 months to cancel. I sent my cancellation (30-day notice) letter in the week of February 21st, which means I should have stopped being charged weekly the week of March 24th.

    However, I have been continuously charged the past two weeks, which means I am owed a refund of 100$. I have tried contacting the business to discuss this issue and to understand what date they received the letter, however, I have not been provided a response. So, I have to assume that the past two charges have at this point been fraudulent. I want my account cancelled and the extraneous charges refunded to my debit card immediately.

  • Initial Complaint

    Date:08/22/2022

    Type:Billing 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.
    I joined this gym in April. When I joined I informed them that I was a travel nurse there on assignment with Kaweah until 7/16. The staff that signed me up reported that this would not be a problem and I would just need to give a 30 day notice with proof that my contract was ending. Per contract, if I move outside of 25 miles of the facility I can cancel contract. I live in Chico, ca which is roughly 300 miles from this facility. I have a 30 day notice on 7/11 with a copy of my contract which ended on 7/16. I received no response so I contacted staff member at the Visalia facility and sent it directly to her. She informed me that it was received. I have documentation of all my interactions. I expected to be charged through 8/8 as per the 30 day notice. I have since been charged twice after this date. Charges came out of my account on 8/15 and then again today 8/22. The staff member I have been dealing with had assured me the issue would be resolved on Friday 8/19 and that she would contact me by the end of the day. She did not contact me and this has not been resolved by the company. I am asking for no further charges to be taken out of my account and a refund of the charges on 8/15 and 8/22. If there is a corporate office ( I did send a message to them on 8/18/22) I have not heard from them. If they required more “proof” they have not requested it nor communicated with me in any way. I have copy of contract. I also have all text messages and sent emails in my records.

    Business Response

    Date: 09/09/2022

    We have resolved this issue with our client.

    Customer Answer

    Date: 09/09/2022

    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.

XGT Fitness is NOT a BBB Accredited Business.

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