ComplaintsforX3 Sports - Marietta

• Initial Complaint

  06/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I joined the gym and after a few months I moved out of state. When I signed up I was specifically told there was no relocation fee to cancel. When I was directed to their third party system they wanted me to pay a relocation fee that I couldnt afford at the time. After trying to cancel again and explaining my situation they couldnt have cared less. I thought since I signed a 1 year membership it would end after ************************************************************************************************************************ $140-$150 a month. After 90 days they say they will send it to collections and its day 79 since I last paid them(AKA stole the money out of my account). Extensive reviews on platforms about this and their company. Not digging for documentation at this point however I will attempt to if you guys reach out. Thank you.

  Business response

  06/20/2024

  
  Thank you for taking the time to share your concerns. We value all feedback from our members and strive to address any issues promptly and fairly. We understand your frustration regarding the cancellation process and would like to clarify the efforts we have made to contact and educate you about the terms of your membership agreement.
  
  Upon joining our gym, all members, including yourself, receive a detailed copy of the membership agreement, which includes the cancellation terms. We make every effort to ensure that these terms are clearly communicated at the time of signing. Specifically, regarding your concern about the relocation fee, it is clearly outlined in the agreement provided to you.
  
  Here are the steps we have taken to inform and assist you with the cancellation process:
  
  1. Initial Agreement and Orientation: When you signed up for your membership, our staff went over the agreement with you, highlighting important terms including the cancellation policy. You were provided with a copy of this agreement for your records.
  
  2. Email and ***** Communications: Since your relocation, we have attempted to contact you multiple times via email and phone to discuss the cancellation terms and the necessary steps to cancel your membership.
  
  3. Third-Party System Guidance: We directed you to our third-party system, which handles the cancellation process, and provided step-by-step instructions to facilitate the cancellation. We understand that the relocation fee may have been a burden, and we attempted to discuss possible solutions with you during our communications.
  
  4. Clarification on Membership Auto-Renewal : The auto-renewal clause is included in the membership agreement you signed. We made efforts to remind you about this clause and the necessary actions to prevent auto-renewal if you did not wish to continue after the initial term.
  
  5. Final Notices and Collection Process: As per our policy, we sent multiple reminders and final notices before proceeding with collections. These communications were intended to inform you of your outstanding balance and the potential consequences if the account remained unpaid.
  
  We regret that you feel our efforts were insufficient and that the situation has escalated to this point. We aim to provide a fair and transparent service to all our members and believe that our attempts to communicate and educate you on the cancellation terms were thorough and in line with our policies.
  
  unfortunately, with all the attempts made, we are in alignment with our policies and procedures that the member agreed to adhere to. However, the agreement has been terminated effective immediately.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went for a free class on their North Marietta location(email address-****************************************** liked the class and took the membership. The guy who signed me up did not disclose that 1) i could cancel within 7 days of signing up, had 3/6/12 month plan they charged me for 12 months and just said a bunch of jumbo mumbo without really stating that it was a 12 month plan-he was very accommodating when i told him i have a child and need to work full time so things could change in the future and 3) I had specially asked if i had to cancel would it be easy to cancel. The guy said yes i just had to show them viable proof. Well now I am moving to *****(lost my job, **** issues) and have show them viable proof that i am going out of the country and wont be back prob for another 1 year or more. Its been a week, they dont respond, they charged me again for a monthly fee and do not communicate via any means of communication. I am willing eat the cost and pay the cancellation fees, but i want the membership to be cancelled and my cc not be charged again. They seem like a fraud company as I have seen a lot of reviews like mine where they will continually charge the cc. I am worried they wont stop charging me even after i leave the country. They wont respond my request about cancellation. They wont respond to my emails. I need to cancel my membership and cc not be charged, how is this unreasonable i am not even asking for a refund.

  Business response

  11/30/2023

  *************** was provided with extra precautions as all member are to insure they understand what is being agreed to when joining out programs.  we've extended our contracts to include 8 signature approvals as well as providing the member with a pdf copy of the signed contract to ensure that you are well informed on what you agree to. We also provided a 7-day cancellation period to cancel penalty-free if the member doesn't agree after being provided with time to read over the contracts as we know the excitement of sign-up can be distracting to some. The member received a follow up regarding her recent cancelation request iterating the terms agreed-upon. She was provided with a list of documentation that we accept as proof for relocation and proceeded with providing a plane ticket as a supporting document (which we do not accept). Member was then given a courtesy to also provide her expired **** to attach with the plane ticket in order to proceed with cancellation. Awaiting response. 

  Customer response

  11/30/2023

   
  Complaint: 20925756
  
  I am rejecting this response because: I have sent valid proof with an uploaded passport. I was told this issue will resolved by them and they will cancel my membership. So hoping once i am charged 75 bucks, i dont get charged again or will contact the BBB again. I have proof on my end that is issue has been resolved.
  
  Sincerely,
  
  Prat Pant

  Business response

  11/30/2023

  This account concern has been resolved 

• Initial Complaint

  09/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since the fall of 2022 I signed up for a membership at X3 sports. I was excited about the opportunity to get some different workouts in at this gym and it seemed like the people were nice. The managers and trainers are nice but the corporate team is horrendous. You get ********************************************** a year long contract. I asked during my 30 days if they were getting yoga at the north Marietta location and they said they were in the beginning of the next year - never Happened. Then January rolls around and I get laid off. I reached out to see if I could get out of my membership because Im literally unemployed for four months and the best they could do was freeze my membership. Otherwise Id have to pay hundreds of dollars to get out of my membership. So I froze it. Then I got a job after four months and my husband got laid off the next week. I reached out again asking and letting them know the situation to get out of my membership and basically they told me it would be around $400 to get out my contract. Because we are on one salary- we have to be better about our budget and I cannot be spending hundreds of dollars when I would be getting nothing out of it. So I sucked it up and started the membership this past month. I took one workout class towards the end of august this year and then they change their class times to starting at 9am. Thats literally when I have to be at work everyday and I cannot workout after work nor have the time to. There was no notice this was going to happen. When I reached out via email again, they basically spouted some verbiage from the contract with no heart and was like well in our contract we can change our hours and classes as we see fit - but they cannot allow someone to leave a contract without shedding hundreds if their services are no longer what they promised, didnt fulfill what they promised and someone is going through a hardship. This is such poor business practice.

  Business response

  09/20/2023

  We understand that the member and her family are currently experiencing unforeseeable life concerns and truly sympathize with them all during his time. However, it has been explained that the agreed terms given are in direct correlation to our means for processing within our billing system. We also understand that the solution the member is looking for is to cancel with no penalty. Unfortunately, we are unable to honor that request as it pertains to your contractual obligations. All member are given a 7 day period to evaluate their contract on their own free time to understand what they are agreeing to. Within that time frame, the member is able to cancel with no penalty. We understand that adhering to these obligations can sometimes be challenging when facing your own life concern, however, It's important to emphasize that these agreements are in place to ensure a fair and consistent experience for all members. We offer numerous stipulations to help members in need of cancellation due to relocation, medical, Financial hardship, ect. They also help maintain the integrity and sustainability of our services.

   

• Initial Complaint

  01/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  A sales rep lied to me and told me that I wasnt starting a membership and what I was signing was something else. Then I get notified I had an account, exchanged emails and call back and forth. X3 takes a while to respond as well 2-3 day delayed responses. Were extremely rude and misleading. Unfair conditions on a contract I felt tricked into signing. Then refuse to let me cancel unless I submit to unreasonable terms.

  Business response

  01/09/2023

  Member has signed a contact as provided above, provided billing, paid an activation fee, and was given a 7 day courtesy to cancel penalty free had the member not want to continue after carefully reading the terms of the signed agreement on his own. This is put in place so that the member is not only  expressed the terms of the agreement verbally but physically. These terms were reiterated a month later once the member has submitted a request to cancel via 7-day cancellation." Member did not agree with the help being provide and submitted invalid proof of relocation. The member has been contacted via phone and email (which can be provided) by not only our companies automatic account notices but by a 3rd party billing company which also expresses the terms of our agreement and the standing of that members account. Member has requested that both parties no longer contact him for help regarding his concerns (more documentation can be provided.) 

  Customer response

  01/10/2023

   
  Complaint: 18703236
  
  I am rejecting this response because:

  
  I was misled and lied to about the 7 day cancellation and when membership started. I felt deceived and misled into signing an unreasonable contract.

   

  Want to be deleted and canceled from X3 system/records that I did not consent to be a member of.

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

  Business response

  01/11/2023

  Attached above is the signed agreement, waiver, and copy of identification supplied by the member. All terms were listed within the agreement provided to the member. Again, although we have no way to validate any verbal agreement, we have provided the same courtesy as we give all members which is time to review after signatures have been finalized. Member was given a 7 day period to cancel penalty free had the member not agreed with the terms listed. 

  Customer response

  01/12/2023

   
  Complaint: 18703236
  
  I am rejecting this response because:
  I am not not paying anymore money and sad that X3 is the way they are. 
  Sincerely,
  
  *********************

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