ComplaintsforXponential Fitness LLC
Fitness Center
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Complaint Details
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Initial Complaint
07/11/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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
07/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
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
07/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
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
03/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
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
03/27/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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
03/04/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
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
03/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
02/28/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
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.Initial Complaint
02/13/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I joined AKT Fitness when a facility opened near me (Colo.)in June 2020 and initially enjoyed the in-person classes. However, when the facility closed permanently, they convinced me to try their virtual program. Initially, it worked well, but problems arose after they changed platforms (Jan.2023 to Xponential). I was unable to access workouts, could not reach anyone to help me resolve that so that I could access, and repeatedly attempted to cancel my membership via email and phone (latest documented attempts on Jan. 6 and Feb.13, 2024), but to date, I have received no response. Despite my documented cancellation attempts, Xponential/AKT continues charging my bank account monthly. I had to dispute the charges with my bank to prevent further unauthorized withdrawals. To date, I've received no communication from Xponential or their partner platform (AKT) acknowledging my cancellation request, confirming closure of my account, or stopping future charges. This lack of communication and response, coupled with continued charges, raises concerns about unfair, unethical subscription scam practices and potential financial harm to consumers. I request the BBB investigate this matter and encourage AKT to implement transparent and responsible business practices, including accessible online cancellation, improved customer service communication, and refunds for unauthorized charges.Initial Complaint
01/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Their fitness brand, AKT recently closed several locations. As a member of one of the locations that closed, I am entitled to a reimbursement for any unused months of my membership. It has been over a month since I submitted my refund request and I have not yet received it. They provided a form to process the refund but they have not replied to any of my emails. I have attached my refund request form and the membership contract. The membership contract states in section 6D that if the location closes, I am *********** a refund.
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Customer Complaints Summary
24 total complaints in the last 3 years.
13 complaints closed in the last 12 months.