ComplaintsforXSport Fitness

• Initial Complaint

  10/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a 2 year membership in 2018. I paid up front in full. The gym proceeded to charge me approx. $350 dollars during period for which I prepaid, in addition to months after membership expired. Double billing me for my membership.Never authorized to charge my card beyond the initial 2 year amount. In july 2020 I spoke with the billing, they apologized, gave an excuse & refunded the money, both the double billing & subsequent month-month charges.I explained to billing manager that I had no intention of continuing membership. As I purchased a 2 year membership, not a month-month membership. I asked her to remove my card information. I prepaid for two years, had i wanted to be billed monthly I would have chosen that option. Now Sept 2021, 14 months later. I was charged twice in 2 weeks for a total of $80. Spoke with Gabbie who was unhelpful & exceptionally rude. I was informed they still had my CC & would still charge me. Manager was too busy to speak with me.

  

  Business response

  10/18/2021

  This member was refunded accordingly pursuant to his request.    Prior to that request, We had not received a cancellation request for his membership, through certified, regular or registered mail.  Nor did this member execute a cancellation form at the nearest XSport Fitness Gym.

   

  That being said, upon his phone call with Ms. ***** of our office, she refunded the charges and cancelled out the account, per his request.

   

  In Good Health, 

  XSport Fitness

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

• Initial Complaint

  10/05/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I joined Xsport fitness on Aug 8th 2021 for a monthly membership. The price was 32.99$.per month. I gave them my citi-card ending in **** and signed up for monthly auto debit. They did not give me any contract or any paperwork to sign.I also took some 10 personal training sessions which was 33$ a session which was to be charged @ 106$ For the next few months till it reached the total amount. The gym fraudulently charged my credit card for a year in one shot rather than monthly without any authorization. When I noticed a 457$ charge and another one for 106$. I asked for a refund for 11 months. Since then thye have continued to charge me random amounts of 106 on aug 31 and 212 on sep 30th. I have had 1 personal training. I have disputed all of these charges because when they fraudulently charged me 456, I tried to cancel everything membership and personal training. They refused to cancel my membership and continue to charge me. I have stopped going to this unethical gym.

  

  Business response

  11/02/2021

  This member cancelled within 30 days, but did not make the requirements of the 4 checkins, for a refund.  That being said, we refunded the $457.00 for annual membership.   He is currently disputing his personal training sessions.   We are awaiting the outcome of that decision.

   

  His membership has been cancelled.

   

  XSport Fitness

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

  Customer response

  11/02/2021

   
  Complaint: 15995608
  
  I am rejecting this response because: the business has not refunded any funds back to me. NO MONEY has been sent to me or credited back to my credit card. So this is false information that XSport fitness has given to me.
  
  Sincerely,
  
  *************************

  

  Business response

  11/03/2021

  Again, we refunded $457.00 to the card ending in Mastercard, ****, receipt number *********, on October 28, 2021.    This member has disputed his payment for Personal Training, which we are awaiting the decision as to the dispute.

   

  In Good Health,

   

  XSport Fitness

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

  Customer response

  11/03/2021

   
  Complaint: 15995608
  
  I am rejecting this response because my complain was for about 850$. If they have refunded 457 (which I have not received yet), I still need to keep this complain open to get back the remaining amount or get resolution on it.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I canceled my membership 4 months ago via a form I filled out in person. They can check the cameras the last day I requested and filled out the forms as I left my last work out. I have been charged membership fees after this time and told by the employees in saint ******* they can not help and I must call their customer service line. I have called almost ten times during its hours of operation and been on hold, sometimes for more than an hour, before the line goes dead on me. I have submitted complains on the website as well. Tag number X2709327. I want $21.95 x 4 = $87.80 put back on my card.

  

  Business response

  10/05/2021

  This member last checked into the gym on July 8, 2021.   Cancellations are accepted through certified, registered or regular mail (with receipt and signature) or cancellation in person to your XSport Fitness Gym.  

  We have received none of the above.   Also, we have received no phone call or email of complaint or inquiry in this regard.   As such, a gesture of good will, we will cancel this membership per this BBB missive and refund from the last day of check in, July 8, 2021, which would be a refund of $21.95 per month, July, August, September, 2021.   

   We trust that these terms are acceptable to the member and we wish him good luck.

  XSport Fitness

  Customer response

  10/07/2021

   
  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

  09/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm currently a member at Xsport fitness. Since the pandemic started everyone account was put on hold until you feel safe to come back. Xsport begin charging my account automatically without me even going, I called corporate to have my membership put on hold they refunded me 2months & informed me when I'm ready to return I will have 5 months of credit. 2 months later they begin charging me again without my knowledge. I called the corporate office #************ waited on hold for at least 20min the representative Gabby was very dismissive & advising me I have to provide proof from a doctor that I had covid and couldn't work out in order to get refunded. She also stated I checked in at the gym on march 3 of 2021, again I explained I haven't been to gym, I ask her to investigate, again being dismissive she says we card everyone going in the gym which is absolutely false. I advised Xsport that there is possible fraud on my account & they did nothing.

  

  Business response

  09/29/2021

  This member has contacted the *************************** several times in the month of September, 2021.   This member was given 3 months of free membership, in the spirit of cooperation and amicably resolving this matter, especially during the time of COVID. 

   

  We believe this matter has been resolved.

   

  XSport Fitness

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

  Customer response

  09/30/2021

   
  Complaint: 15871176
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************************* Those months were not free they were PAID FOR. Last year xsport was shut down due to covid, everyone account was put on hold until people were comfortable to come back, xsport started charging me anyway without notification for 5months. **************** was called at that ********* acct was placed on hold & I was refunded for 2months & CREDITED 3 months of services which was around December 2020, also requesting th Nothing has been given to me free. 2 months later I xsport started charging me again without notification. Again I haven't been to gym due to fear of catching covid & having covid in the pass. It wasn't a problem the 1st time for them to either credit my account or give a refund the 1st time so why is it now. They are aware I haven't been to gym since 2020 & they're aware. They told me in order for me to get my credit or refund I have provide medical information from my doctor about stating I had covid in pass, which I don't believe I should provide. That's my personal medical information. Xsport owe me 8 months of services period, I don't want nothing free from them I want whats owed.

• Initial Complaint

  09/03/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They do not respect COVID guidelines laid down by the state and the city. They announce people need to wear masks, yet they do not enforce it. I would say roughly 40% of people walk around in front of staff without masks. The cleanliness and consciousness of COVID is blatantly disrespectful. In fact, a lot of employees fail to wear a mask. They need to be investigated, penalized/fined.

  

  Business response

  09/07/2021

  We thank this member for his concerns.

   

  As of recently, that particular gym has been inspected by City officials and we have passed, with no citations relative to Mask Mandate.   We will continue to work diligently to assure that our Members and Employees are following the City, State, Local and ***************** rules, relative to the recent Mask Mandate.

   

  We thank the member for his insights and his membership and we wish him good luck.

   

  In Good Health,

   

  XSport Fitness

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

  Customer response

  09/07/2021

   
  Complaint: 15834095
  
  I am rejecting this response because: While I do not doubt what they are saying, I still argue they do not enforce or regulate the mask mandate to any acceptable standard. Which is surprising given they would close again should the virus outbreak reach certain levels. I have photo and video evidence of their lack of enforcement. Even staff disregard the rule. One walk around the premises from 4-6 pm on a weekday would prove my point. I doubt I will make any headway, I am sure they are warned before inspection, but I thought I would try once.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/02/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Purchased spa sessions at Xport Fitness. A total of 10 sessions on March 2020. They close the club because of COVID -when re-open I going to be able to use the services again. Last week at was at the club and they informed me that they will not be re-opening the spa, that I needed to call the business office for a refund. I called 09/02/21 and was told that my sessions had expired and that there is no monetary value. That my sessions had expired prior to COVID, which they never informed me that that was the case. I clearly remember purchasing these additional sessions with the understanding that they did not have an expiration date. I had a bank of additional 10 hours at the time of this new purchase, but the salesperson told me that since there was no expiration date that should take advantage of the offer. On the call, they informed me that there is a small printing on the bottom of the receipt with the expiration info. they refuse to provide documentation, I do not have copy.

  

  Business response

  09/17/2021

  This member has 3 facials that were purchased 12/20/2018.. That value would be $174.48.  These had expired and were extended out per request until 8/24/2020.
  
  Every other item has expired from the original purchase of April 9, 2015.  

  As a courtesy to the member and in consideration of her past purchases, we will refund $174.48 for outstanding facials, expired and reinstated, originally purchased 12/20/2018. 

  We trust that this matter has now been successfully completed.

   

  In Good Health,

   

  XSport Fitness

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

• Initial Complaint

  08/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have called and emailed the business multiple times since two months ago to cancel my membership but my card is still being charged. Let them know if the issue is not resolved I will call my bank an dispute the charges.

  

  Business response

  08/30/2021

  XSport Fitness does not cancel via phone, email, or text.

   

  XSport Fitness does cancel through in store, in person cancellation or certified, registered or regular mail, with signature.

   

  As a courtesy to this member, per this missive, we have cancelled the membership and refunded any charges for August, 2021.

   

  We believe this matter has now been resolved.

   

  In Good Health,

   

  XSport Fitness 

  Customer response

  09/01/2021

   
  Complaint: 15812327
  
  I am rejecting this response because: i have called two months ago and requested a cancellation. Please check the phone records. I am out if the country currently and unable to be there in person. Your policy is ridiculous to be honest, you should reconsider that moronic policy. Check the records and refund the previous months as well attach here your response along wit a receipt or I will **** my bank immediately. Thanks
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently cancelled my membership with XSport as I was moving away. I live in the dc metro area and commute via bus. I asked the fitness manager at my gym about getting a reimbursement for my remaining personal training sessions as I had recently purchased some. She told me that moving was an eligible reason for a reimbursement but I needed to call the corporate office to do it. I called the corporate office, Waited on hold for about 40 minutes until I spoke with someone (the rep never gave her name). I explained my situation and she told me I was ineligible as I wasnt moving far enough away. I asked if there was anyone else to speak to for a resolution and she told me it wasnt about authority, but policy. I again requested to speak to someone else and she told me that I could do that when I called back and proceeded to hang up on me. I feel like there was no attempt made at resolution. Which is a shame because I always had such good customer support at my local gym.

  

  Business response

  09/15/2021

   

  Hello;

  This member contacted our **************** Manager on 8/27/2021, via the call center.  This member purchased 20 session for $1180.00 in July, 2021.  She currently owes $590.00 on this package and has ten (l0) sessions available for use.  

  Personal Training is non-refundable after three (3) days except for physical disability or relocation more than 25 miles away from a comparable XSport Fitness, with appropriate supporting documentation.   In this case, neither exceptions apply.

  In the spirit of cooperation, we will release the member from any further payments and write off the balance of $590.00.    The Member has ten (10) personal training sessions available for use, previously paid for. 

  The member may call ************ to discuss.     We remain ready, willing and able to work with the customer toward an amicable solution.

  In Good Health,

   

  XSport Fitness

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

  
  Member purchased 20 sessions for1180 in July, she owes 590 and has 10 sessions left.  Would be a write offof 590 if cxld.

  Customer response

  09/16/2021

   
  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

  08/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The management does not and will not enforce the local mask mandates from the *************** and **** County. This is both a legal issue and a health issue based off of CDC and local government information. Their own employees dont wear masks correctly, if at all (photo with grey tshirt is a sales manager, I believe.) I have asked several time for them to sweep and there are no consequences. I, as a 20 year customer, deserve a workout space that is both safe and follows the law. NOTE: this is specific to the Lakeview location on Ashland. If this cannot be accommodated, I require a full refund, and I will contact local health and law enforcement offices.

  

  Business response

  09/07/2021

  We thank this member for his concerns.
  
  As of recently, that particular gym has been inspected by City officials and we have passed, with no citations relative to Mask Mandate.   We will continue to work diligently to assure that our Members and Employees are following the City, State, Local and ***************** rules, relative to the recent Mask Mandate.
  
  We thank the member for his insights and his membership and we wish him good luck.
  
  In Good Health,
  
  XSport Fitness
  630-556-4014Tell us why here...

• Initial Complaint

  08/22/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been a member off an on at Xsport for several years. The gym has been deteriorating with black mold in the woman's locker room and insulation falling from the ceiling into the swimming pool. Last year I had been diagnosed with cancer and had my thyroid removed. In the past few months the swimming pool has become littered with more and more falling insulation and continues to gather at the bottom of the pool. This is unhealthy and dangerous for member to swim in. Insulation is TOXIC and while in the swimming pool this is swirling around and has the possibility to be ingested. I want a refund for my family for the past 2021 season as well as all membership fees and joining fees.

  

  Business response

  08/23/2021

  This member has been an XSport Fitness Member, onand off, since 2007.    
  
  Currently this Member has a month to monthmembership at $9.95 per month, which original sign up date was February 6,2019. 
  
  We have received no emails, phone calls orletters relative to this Members complaint, as listed herein.
  
  However, in the spirit of appreciation for pastmembership and in an attempt to amicably resolve this Members concerns, wewill refund $128.60 for monthly membership and Annual Maintenance
  Fee, for the year, 2021.  
  
  We respectfully deny the members assertion thatXSport Fitness Libertyville pool is in anyway unhealthy and/or dangerous, as sameis regularly inspected internally and externally by government authorities.
  
  In conclusion, we ask that this member contactXSport Fitness at ************, if they wish to cancel said membership.

   

  Thank you.
  
  

  XSport Fitness

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

  Customer response

  08/25/2021

   
  Complaint: 15788473
  
  I am rejecting this response because:

  I have made complaints to the staff on a few occasions about the debris in the pool. Furthermore, I do not believe I am responsible for pointing out issues in the gym, that is the managers responsibility. This insulation in the pool has been there for months and since the ceiling is literally falling into the pool, visible by my photos, what is the excuse for this?

  I am requesting not only my membership joining fee be reimbursed but my wives and daughters as well along with monthly dues for 2021. This would be for *** Kick, ***************************, and ***********************.

  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. ↩