ComplaintsforXSport Fitness

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  -Date of the transaction is 3/24/2024, this is when I paid in full for an annual membership and 4 personal training sessions. This was a total of $510.77 which was deducted from my bank account.-In the process of rescheduling my new personal training session, at this point I have not attended the gym at all, only paid for the membership, I found out my signature was forged on a different contract for monthly personal training session. Later after, Xsport fitness tried to deduct from my bank account monthly fees, and this is continuing to happen to this day. Every month Xsport tries to take money from my account without my permission.-The nature of the dispute is due to an Xsport fitness employee forging my signature I put in a complaint asking xpsort to cancel my membership and refund me in full. I sent my complaint in with proof of the forged signature. I was told they will review and respond to me within 45 days but I never got a response from them. I finally called them and was told they are nolong in business, they are now LA Fitness however LA Fitness does not have any record of my complaint and proof of the forged signature. I asked to speak with someone that will be able to assist me but was told someone will call me. I need help getting my money back from Xsport fitness and canceling the membership. They did me wrong and has a dirty practice.

  

  Business response

  07/31/2024

  XSport spoke to member directly.

  Matter resolved, cancelled and refunded, July 31, 2024.

   

  XSport Fitness

   

  Customer response

  07/31/2024

   
  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

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Recently, Xsport Fitness was purchased by LA Fitness. During this process, the transition has been horrible and many of the amenities that were included in my membership have been shut off without notice or refund. On top of this, they require us to login with an app that doesn't work and refused entry to the gym without it, specifically at the ******** location. This is after paying them over $400 for a membership and having a keycard that previously worked.On top of this, the staff at the ******** location lied about the spa services being operational to my fianc. They made her wait 45 minutes for a spray tan and then claimed the machine was broken. When we called the Xsport on Ashland (which was very kind and understanding) they told us the spa services were not active during the transition, meaning the employees at the Lakeview location simply lied to us.I am looking (and my fianc as well) for refunds. Specifically a total refund for my fianc as she signed up two weeks ago, and a refund for my membership from the time this transition period occurred.

  

  Business response

  07/31/2024

  This member purchased a Buy One Get One Membership on October 25, 2022.   Therefore his membership is good until October 25, 2024. 

  We will refund August, September, October, 2024,  to this gentlemen and cancel his membership as a courtesy and good will gesture and under no contractual obligation.   We will send said member $57.36, a check to address listed herein. 

  We have no name or keytag for the fiancee's information.   Please provide same and we will attempt to resolve

   

  XSport Fitness

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

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a personal training package of 60 sessions. I was never informed that these sessions have an expiration date, even after several discussions with staff. Now that xSport has become LA Fitness, I am told that the 24 remaining sessions (approx. valued at $1,344) are no longer available as they have expired. LA Fitness says it is not their problem and there is nothing I can do except come in and sign up for a package.

  

  Business response

  07/31/2024

  These sessions are non refundable, they are also expired and date back over 3 years.

  As a courtesy to the member we have reinstated 15 sessions for her use, under no contractural obligation.

  We believe we have been generous in compromise.

  XSport Fitness

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

  Customer response

  08/01/2024

   
  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

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Breach of contract X3374789 Sign up for 5 sessions of personal training Trainer showed up only once on time Trainer was not qualified never toked my weight or give any nutritional advice as promised Trainer showed very late the 2nd time not having the session After that Xsports never notified me that first trainer name **** did not work any longer for the gym After that assigned another trainer name ***** that never show up for next session After that assigned another trainer name **** that never show up for next session After that **** W the manager assigned another trainer name ****** that did not show up Today date is 07/15/24 I ask for my refund and the manager ************* print out for me my payment history that shows a memorandum for refund on 06/25/24 that he just make up just to keep me quiet bothering him.I summited 2 request of refund at Xsports web site with no answer jet I been calling several times at ************ for customer service for over 45 min of waithing on the phone, there is no way to contact ever any body on customer service I never get the service that I payed for it neither in time and form according to de contract signed on 03/30/24 I know here are several customers that not gething the personal training because THERE ARE JUST NO PERSONAL TRAINERS all of them quite or get fired.This business need to be supervised or visited from a BBB THERE ARE SO MAY IREGULARITIES I made payments of $66 on 03/30/24 and $66.5 on 04/06/24 and $66.5 on 04/13 TOTAL OF $199.00

  

  Business response

  07/16/2024

  Please be advised this member  was refunded $119.40  on 6/25/24 because 3 sessions were used. 

  This training has been cancelled.

  This matter has now been closed.

  XSport Fitness

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

• Initial Complaint

  07/13/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Company has a misleading representation of their childcare availability on their website. When i signed up i included the childcare option, but upon arrival at the location i was told they had extremely restrictive hours. I was fine with this, but i requested that they cancel that part of my plan, and they said they would at the counter. I continued to be charged unknowingly for the childcare subscription that they said was cancelled. Now the location has closed and they are purposely making it difficult to cancel my subscription so they can continue to charge my credit card for services not rendered.

  

  Business response

  07/15/2024

  Member has been cancelled.
  Balance  has been removed and written off
  Refund of ***** was issued to the card on file ending in 3594.

   

  In Good Health,

   

  XSport Fitness

  ************
  .

  Customer response

  07/15/2024

   
  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

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I joined the Batavia XSport Club in January 2024 because this club is less than 10 minutes from my house. I had previously been a member from 2009 - 2021.I purchased 6 1-hour personal training sessions on 4/4/24 for $336. I received training the following days from 11:30 12:30 during my lunch hour:4/9/24,4/16/24,4/18/24,4/24/24,4/30/24,5/2/24.On 4/24/24 I purchased an additional 20 personal training sessions for $1060 broken out into 2 payments of $530 each. I received training on the following days:5/8/24,5/14/24,5/16/24.On 5/14/24 I was notified that the Batavia XSport club would be closing but that members would be able to utilize the ****************** location instead. The ****************** location is ***** minutes from my home. It was not feasible for me to continue personal training at this facility due to the distance from my house. I could no longer fit the 1 hour of training in during my lunch hour due to the time/distance. At the time of the closure, I had only used 3 of my 20 personal training sessions.I purchased those training sessions with good faith that I would be able to use them at the ************. It is unreasonable to expect me to travel twice as far to get to the closest facility available in order to receive my training sessions. It is no fault of mine that they closed the ******* location. I called the corporate office and they would not even discuss this with me. I went to the ****************** location to discuss in person and they would not agree to refund me for the 17 remaining sessions. I am happy to pay for the 3 sessions that I used, but it is unethical for XSport to keep my payment for sessions that I am unable to use due to their closure of the facility. Then to boot - they charged me $10 to cancel my membership. I am very unhappy with their treatment of a member who supported them for so many years.

  

  Business response

  07/19/2024

  This member has disputed a portion of the contract $530.00.  That diispute continues.

  Per request, we have cancelled the membership and pt membership, and written off the balance owed of $530.00.

  Upon conclusion of the dispute, we can revisit this concern.

  XSport Fitness

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

  Customer response

  07/25/2024

   
  Complaint: 21973572
  
  I am rejecting this response because:  I did dispute the charges for the unused portion of my personal training ($530 plus $371) with my bank/credit card.  XSport disputed my dispute - still trying to collect money on services they can no longer provide due to their closing of the club.  This is why I filed my complaint.  They have had three different points in time to make this right and they have failed at each one.  Until my bank tells me that XSport is making this right and no longer disputing the full $901 that I am owed, I cannot accept the response and close the claim.
  
  Sincerely,
  
  *******************************

  

  Business response

  07/25/2024

  There is no mechanism to stop the dispute at this time.   We will wait until the outcome of the dispute and then move forward accordingly.  

  As stated this membership and training has been cancelled and any balance due and owing XSport Fitness has been written off.

  Any questions, please call ************.

   

  XSport Fitness

   

  Customer response

  07/31/2024

   
  Complaint: 21973572
  
  I am rejecting this response because:  I did receive the Credit for the $371 of my dispute.  Once I receive the credit for the remaining $530 I will accept the response.  I would just like to leave this complaint open until it is fully resolved.  
  
  Sincerely,
  
  *******************************

• 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

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I found this gym online and I signed up for a free guest pass with my partner back in January of 2024. We get to the location and spoke to an advisor and he said the guest pass online was not valid and that he had to sign us up himself. Fast forward til now, we now realized they have been charging us each month for $50 when we didnt sign up for a membership. Then I went through my emails and I found a contract that was sent to me but I never signed anything. The signature on it was not mine. I called the gym and they advised to call corporate, they never pick up. The gym then advised I go to them in person. I go in person for them to tell me they cant do anything and that I have to call corporate. I call everyday and no one picks up ever. The ** also said we supposely owe money which is not possible when money is being taken out of my account every month. I believe this is some type of scam they have going on since a lot of customers in their reviews also say the same thing. I am looking to get a refund and to cancel whatever membership I supposely have with them. Please is there anything that can be done as there is no way I can get out of this?

  

  Business response

  06/26/2024

  Hello:

   

  Please provide a keytag number and or complete name and address, email.

  We will be glad to assist, but we need more info.

  We are unable to locate an account in this name.

  We await your response.

  XSport Fitness

  Customer response

  06/26/2024

   
  Complaint: 21884369
  

  I was not provided a key tag number as I only applied for the trial. Heres my info below:

  
  Name: *******************

  Email: *****************************

  Address: *************************************

  Phone number: ************

  
  
  

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

  

  Business response

  07/08/2024

   

   

  This Account has been canceled and a refund of $204.80 was refunded to the **** on file ending in 4789.

  We believe this matter has been resolved.

  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

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

*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. ↩