ComplaintsforXSport Fitness

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have tried to cancel my wife's and my gym membership with XSport Fitness following their rules. First we were told to report in person to the gym and cancel. The employees, Crestwood Il, facility stated they did not know how to cancel a membership. Next we sent letters requesting cancellation to the corporate office and received no response. I had to cancel my credit card to have the billing cease. XSport now has a collection agency calling for past due monies. The company said I now need to send another certified letter of request to the XSport corporate at my expense to cancel the account. I have done this in the past with no success and do not want to spend more money just to cancel an account. Also my wife paid for training sessions of $1700 and did not use them due to staffing issues. I asked XSport for a refund but never get a return message.

  

  Business response

  06/26/2024

   

  For clarity purposes, cancellation must be done within 3 days to qualify for a refund. (no requirements needed).

  For any issue after three days, it must be a refund due to medical disability or relocation of more than 25 miles with written proof. 

  This member nor his wife have ever contacted, phoned, emailed customer service regarding this situation.

  The gentlemen spoke to collections on June 25, 2024, and was given cancellation instructions and refused to pay past due monthly balance.

  The membership terminated on August 26, 2021. 

  
  Member's wife paid $1152.00 for personal training.   She used 2 sessions and the remaining balance is $1062.00, for 26 EXPIRED SESSIONS.   Those sessions expire one per week, so said member would have had until July 14, 2021, to use said sessions.

  There is no contractual refund required, but as a good will gesture we will refund $531.00 marking one half of the personal training sessions (13), of which there is NO MONETARY VALUE.

  Both memberships have been cancelled and the refund is submitted via check, to the address on file.

   

  XSport Fitness

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

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date: June 17, 2024 Complaint:I am filing a complaint against XSport Fitness regarding unauthorized charges to my credit card for a gym membership I cancelled in 2018.In [Year (2018)], I visited the XSport Fitness location in *********** ******** and spoke with a representative in person to cancel my gym membership. I was assured by the representative that my membership would be terminated.However, I recently discovered that my credit card has been charged by XSport Fitness for over five years following this cancellation. I have not used the gym facilities at any point during this period.Upon discovering these charges, I again visited the XSport Fitness location on June 17th, 2024 and cancelled my membership for a second time.I am requesting compensation for all charges made to my account after the initial cancellation in Year 2018. These charges represent payment for a service I did not use.I would appreciate a prompt resolution to this matter. Desired Resolution:Full refund for all membership charges made to my account after the initial cancellation in Year 2018.Confirmation that my membership is now truly cancelled and no further charges will occur.Thank you for your time and attention to this matter.Sincerely,***********************

  

  Business response

  06/18/2024

  Good morning;

   

  Please be advised that we have received no cancellation via certified, regular or registered mail.  Nor did the member cancel in gym with appropriate paperwork.  We have received no phone call, text, email relative to this member or this status.  

  Memberships are fully refundable after three (3)  days in the State of *********  You may receive a refund if there is a relocation more than 25 miles with appropriate documentation or medical disability, with appropriate documentation.  XSport Fitness does not manage usage or billing of a member, said management lies solely the responsibility of the patron. 

  That being said, if the member has an supporting paperwork, we will refund from the date of receipt, if so provided.  Our first contact for cancellation with this member was June 17, 2024.  This member last activity in the gym was February, 2018.   During that time, there has been no contact from said member.

  As a courtesy to the member and under no contractual obligation to do so, we will refund the member the Annual Maintenance Fee and six (6) months of membership, along with cancelling said membership.  

  We believe this refund of $159.65 is more than generous, given there is no cancellation on file.  Said refund will be made to the card on file ending in 2554, Visa. 

   

  XSport Fitness

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

  Customer response

  06/18/2024

   
  Complaint: 21862224
  
  I am rejecting this response because: 

  
  I am writing in response to the complaint filed against XSport Fitness regarding the cancellation of my membership.
  
  I initially joined XSport Fitness as a member but decided to cancel my membership in 2018. I distinctly remember meeting with an XSport representative to process this cancellation. During our meeting, the representative attempted to offer additional services, but I firmly declined and confirmed that I wanted to cancel my membership. The representative assured me that the cancellation was processed successfully. At that time, they did not provide me a cancellation receipt but assured me it was taken care of. 
  
  Since that date, I have not used the gym facilities at all, which is a clear indication that my membership was intended to be canceled. Unfortunately, I did not notice until recently that my account continued to be charged for the membership. These charges were processed through an automatically paid card. While I appreciate the gesture, I would truely appreciate a refund of charges made since this cancellation error. 
  
  I request that XSport Fitness acknowledges the error and refunds the charges that were incorrectly processed since the date of my cancellation. I trusted the representative's assurance that my membership was canceled and relied on their professionalism. It is disappointing to discover that despite being assured by the rep that this was taken care of , I have been financially impacted for several years due to this oversight.
  
  I am providing this information to the Better Business Bureau in hopes of resolving this matter amicably and ensuring that such issues do not occur for other members in the future.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  **********************;
  
  Sincerely,
  
  ***********************

  

  Business response

  06/18/2024

  This member has not reached out through the call center,  via phone call, text or emailed reference to this membership until June 17, 2024, approximately 6 years from day of sign up.

  We do not manage or regulate usage or check in activity.  Nor do we manage the member's finances.  

  Lack of usage is not an indicator of cancellation.  

  Monthly continuous billing is a management function of the customer.  

  We refunded as a courtesy 6 months of membership, under no contractual obligation to do so. 

  XSport Fitness

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

   

   

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Personal Training package on 03/15/2024, which stipulated that it was for 16!!!!!!! Personal Training sessions. By session 6, my personal trainer told me I had no more sessions left and I would have to talk to management if I wanted more. I was surprised because I had paid for more sessions and was continuously paying for them. The manager told me I had only used 8 sessions and still had 8 more left. I tried to contact my personal trainer but he was constantly getting booked and he did not have any time to book me even though I was paying for the services. Even management told me they were going to talk to the trainer and I got NOTHING!!!!!! I AM STILL PAYING FOR THESE SESSIONS THAT NO ONE IS PROVIDING. I WANT A REFUND FOR MY 8 SESSIONS THAT I DID NOT TAKE. THIS WAS A COMPLETE WASTE OF TIME AND MONEY. A COMPLETE DISREGARD FOR CLIENTS, AND TERRIBLE CUSTOMER SERVICE. This was on the ********************* from ********** and my member ID is *******. I refuse to keep paying for sessions I AM NOT TAKING!!!!!

  

  Business response

  06/21/2024

  This member does not qualify for a refund.   She did not cancel after 3 days as required in the State of Illinois.  Nor did she provide proof of medical disability or relocation.

  As an extreme courtesy, we refunded $243.45 in personal training on card ending 3412.

  The membership remains in tact and this matter has beenresolved.

  XSport Fitness

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

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contracted with Capital Fitness (XSport) in ******* ******** to a membership to their gym in ******* IL for two people for two years (approximately August 2023). They closed the gym May 28, 2024. I cancelled my membership at the recommendation of the employee at the closing location. They said that their corporate office was expecting many cancellations as a result of the closure. I sent a certified letter to cancel on about May 20, 2024 per their website. On June 10, 2024 I called to ask about my refund of unused prepaid membership. They told me I was not entitled because I cancelled my membership outside of the cancellation period of 30 days. I said, "you just closed my gym where I contracted for services". The said didn't matter. You are outside the cancellation window. I said I just wanted a refund of unused membership due to your closure. They said no but go to another Xsport gym. I said I didn't contract for another gym-you closed my gym. I said what if I cannot get to another gym? They said take public transportation. I said there aren't any that stops at their other gym two cites away. It's not convenient and it's not the contract I signed. They said too bad. I asked to speak to a manager, she said you will get the same answer. No manager would take my call. I signed a contract for two years at a location that was closed and am not entitled to a refund because I cancelled outside the membership cancellation of 30 days. I would have never cancelled my membership but they closed my gym and are keeping my money. Doesn't seem fair. Key tag membership #X3079770

  

  Business response

  06/21/2024

  
  Both ***** and wife *********'s ******** accounts have been canceled and we are refunding each account total of $ ****** to the  address provided below:
  ***************************************************************************************
  

  They did not qualify for said refunds but as an extreme courtesy we refunded.

   

  We wish them good health.

  XSport Fitness

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

  Customer response

  06/23/2024

   
  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,
  
  *************************

• Initial Complaint

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of Transaction: April 2024 Amount paid: ****** for 2 years and 3000 for personal training Committed to providing me: A clean, safe gym setting with free weights available, Pool and Spa Nature of dispute: I have found machines sitting in disrepair for well over a month. Weights are always missing and racked up rarely by staff, if ever. The pool AND hot tub have lights that are broken with fixtures sitting in water with exposed wiring. I took pictures of that. No warning either and i only found out about the fixture after getting into the pool. I could have been seriously injured or worse. Both the pool and hot tub are filthy with debris inside both. I am also being charged a hidden fee that was never disclosed to me after paying in FULL for 2 years of membership. I was made fun of for not having enough to pay that fee today (06/16/24) by a manager, his name was *****. He laughed at me when I said I had no money to pay as if I was joking and then he questioned why I had no money after I paid for the 2 years! I felt totally embarrassed and was very upset and instead of trying to resolve the situation he decided to escalate it. I do not want to even come in anymore as he did this at the front desk and in front of others. Not only is that unprofessional but when I asked to speak to another manager he refused to comply and kept saying "He was the manager". He then made me apologize for being poor and having a bad Fathers Day. He then begrudgingly allowed me to enter after he got what he wanted. I already feel defeated and have no self-esteem and I am still broke and since the last place I was able to go forget about my issues has now become another place of problems, I would like my money back for the 2 years and the remainder of my training sessions, 23 of them. Has business tried to resolve problem: No, it is ever on going and I was willing to put up with everything until today when I was completely humiliated for not being a gentleman about my situation.

  

  Business response

  06/21/2024

  This member has, in the past, utilized  Better Business Bureau as a mechanism of demanding refund, April of 2022, which resulted in a refund of over $1400.00.  

  We will not continue this business arrangement with this consumer moving forward. 

  For the last and final time, this member does not qualify FOR ANY REFUND.  However as a gesture of good we are cancelling his membership and refunding the personal training sessions, EVEN THOUGH THEY HAVE EXPIRED.

  The refund amount is $1035.00 to the card on file.

  Again, under no contractual requirement, we have refunded.  

  We would expect that there are no further interactions in this regard.

   

  XSport Fitness

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

  Customer response

  06/21/2024

  
  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.
  
  
  xSport:
  I don't do THIRD CHANCES. Only SECOND CHANCES. With that, this business has sadly FAILED.
  You can send the check to my address as I do not have that card anymore.
  Address is:
  ****************
  APT 1R
  **************************.

  Thank you for your understanding.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  06/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Dear *********,I was member of the Xsport Fitness gym. And I had canceled the membership last year. My last checking to the gym was June 01, 2023.I showed up to the gym in person and stated that I'm no longer using the gym and please cancel my membership; they replied you are good to go. I was confident and trusted them as usually business does. However, I got a call from in January 2024 from Xsport gym's delinquency department regarding my payments. I was shocked that how they called me eventhough I canceled my membership. The person stated that they are gonna take care of it. I received call by this number in January 2024: ************.This time I got a message that my credit card is charged when I checked the statement it was Xsport Fitness. I was really very disappointed and showed up again in person and they said this is a mistake. The manager **** ****** apologized; he was a very professional person.He gave me this number: ************ I called them this morning and spoke with a lady named ***** and she stated she can only refund 3 months, I asked why 3 months I need full refund. Then ***** transferred me to ***** and she never listened to me and stated she would refund only 3 months and hung up on me, and while I was speaking and explaining she said you are already talked too much for 23 minutes and hung up. She was very rude.On first day I gave my drivers license even they spelled my first name wrong, we tried a lot to find my account but they couldn't then they tried by a credit card that's how they found it.It's not only about me I'm trying to help other people too as this business looks scamming and fradulant. I need your kind support and help in this regard as I haven't gone there after June 01, 2023. And they billed me for the full calendar year without my consent it is a fraudulent case. Please help victims of this business. Thank you so much in advance for your help and assistance.

  

  Business response

  06/13/2024

  This member is entirely incorrect in his assertion and we respectfully reject his complaint of said situation. 

  1.  There is no proof that this member cancelled his membership appropriately.  There is no in gym cancellation, there is no certified, registered or regular mail cancellation, pursuant to Agreement.

  2.  This member was called by the ********************* on January 11, 2024  (8:53.am) , on a transcribed line, and was given a past due balance, and told the operator "to call back later".

  3.  No phone calls, emails, texts, or any other reach out was made to customer service regarding cancellation or receipt of cancellation.

  4.  Today, June 13, 2024, was the first call received from member in this regard.  The member refused to accept our offer of compromise (3 months refund).   After an extremely long call with the customer service operator (20 plus  minutes)  said call was given to escalated matters.   

  5.  The Senior Agent, again, for the final time, reviewed the terms of cancellation, reviewed the offer of compromise and refunded t $119.85 to card ending 5350.

  We reject his assertion that anyone was out of order or rude.  We all reiterate the following:

   

  A.  This member DOES NOT QUALIFY FOR A REFUND- He did not cancel in 3 days, he did not present a medical disability nor did he relocate more than 25 miles from a comparable XSport Fitness

  B.  It is this member's obligation to cancel via certified, registered, or regular mail or IN PERSON AT ANY XSPORT FITNESS GYM.  The member provided no proof of in person cancellation.

  This membership has now been cancelled and refunded, only as a courtesy, under no contractural obligation.

   

  Matter completed.

  XSport Fitness

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

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I asked for a refund on a service within the allotted time period he stated I was getting it within 5-7 days I watched him put it in then he went in and added remarks stating I wanted to keep it after I told him no for 3 days and multiple times he offered me a a free evaluation with ****** and after I refused multiple times he sent her over I still never gave him permission to keep the sessions

  

  Business response

  06/11/2024

  Ms. Black's matter has been handled through the customer service department, after receiving a 3 day notice of cancellation at the gym.

  Member was cancelled and refunded the PT, $199.00, and per member's request said membership has been cancelled.

  XSport Fitness

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

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 31st they stole $1098 out of my account for Personal training sessions whose payments were supposed to be spread out over 12 months. They then refunded the incorrect amount of $732. When I asked why I was told that it was to pay for my two personal training sessions every week. The problem is that I was supposed to be paying for 1 session every two weeks, not 2 every week. So I was again told that the money would be refunded to me. Here we are a week later and I still haven't had my funds refunded to me.They did this right before **** was Due, I explained the urgency of the situation over and over again to the managers. Despite remaining polite and giving the staff every opportunity to make it right, On wednesday, I was hung up on several times before I could even speak, their employees were literally picking up the phone and immediately hanging up. Yesterday I had been attempting to get in touch with a manager all day and Instead I had my calls dodged, Not only did all of the Managers dodge my calls all day, they then left the building for the night without calling me back like I was Promised. I drove into the gym and canceled my membership.I've Had enough 9f their nonsense and being given the runaround, I want the remaining $366 refunded to me. I want my annual Maintenance fee refunded to me, I want this month's membership fee refunded to me, and I want any Personal Training Sessions I've already paid for refunded to me.

  

  Business response

  06/12/2024

  Members membership and training has been canceled and he was refunded $732.00 on 05/31/2024.

  
  As a courtesy this last refund of $786.95 was completed representing remaining personal training and Annual Maintenance Fee.  

  Again, all training has been cancelled and refunded as is membership.  

  We believe this matter has been completed to the Member's satisfaction.

  XSport Fitness

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

• Initial Complaint

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled my membership on 4/13 in person at the ******, IL location. I have an email with a document sent by Xsport confirming that I cancelled on 4/13. They still charged me on 4/15 and have been disputing the claim with my cc company. Ive uploaded the necessary documentation to back my claim

  

  Business response

  06/05/2024

  This person did not cancel in person nor did they cancel via the instructions as listed in the agreement, certified, registered, or regular mail.  No outreach of any kind including but not limited to telephone call, email, website inquiry has been received by said member.  

  This member used the gym until April 29, 2024.

  Pursuant to this BBB missive we have cancelled this member's account.  In an attempt to refund him the $54.95, we see that he has disputed said transaction.  In doing so, we will wait for the outcome of said dispute and then address refund at that time.

  We can not refund at this time, due to the ongoing dispute.

  XSport Fitness

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

   

• Initial Complaint

  05/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I attempted to cancel my gym membership on April 2nd, but the gym is continuing to charge my account. I had the charges stopped on my credit card, but the company uses different names to keep attempting to charge me. My credit card company said the gym provided a time stamped login on my account for a service provided. When I looked on my account, they had fabricated a login during a time I was traveling across the country, making it impossible for me to be at the gym. I would like them to cancel my membership and stop charging me.

  

  Business response

  06/04/2024

  No previous cxl request has been received by XSport for this member.  This member has disputed the April, 2024 charge, of which XSport Fitness, will win said dispute.

  Therefore as a courtesy to the member, in anticipation, we have issued a refund for $49.95, as a goodwill gesture, under no contractual obligation to do so. 

  This matter is now closed.

   

  XSport Fitness

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

  
  

  Customer response

  06/04/2024

   
  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,
  
  ***********************************

*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. ↩