Business Profile

Fitness Center

Xperience Fitness

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Xperience Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

45 total complaints in the last 3 years.
4 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:09/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Experience sold my information to Planet Fitness without my authorization. On Sept 25, 2024 Planet Fitness removed $58..39 from my checking account without my knowledge or authorization. I'm understanding NOW that Xperience fitness sold out to Plant Fitness. I had no contract with Xperience (as was month to month), so no monies should of been taken. I also sent an email on September 5, 2024 stating I would not renew my month to month account! I want my money back. I did what I agreed to do. Xperience notified NO ONE that they were going to be bought out...I think I'm old enough to choose my own gym. Planet Fitness is not for me! Thanks.
Business Response
Date: 09/30/2024
Please see the attachment. Thank you.
Xperience Fitness
Initial Complaint
Date:09/24/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Xperience Fitness decided to close down it's **** Rapids location. Since the next closest locations would be ********* and ********, they decided to "sell" the memberships to Planet Fitness in **** Rapids. They never notified members that they were doing this. The decision to close the club was made and the club actually closed 1 week later and then Planet Fitness acquired our memberships 1 day after that and charged us our 1st month's membership 2 days after that. Xperience gave Planet Fitness our credit card information without our consent. Planet Fitness then enrolled us in a membership plan. I had had rotator cuff surgery so I had not been into Xperience for about a month. I found out on Sept 23 when I went into the club and saw the sign on the door.Plant Fitness charged us at Xperience's rate of $52 per month even though Plant Fitness's membership rate is only $25 per month. When I went in, they said they would credit me the $52 towards their membership plan but if I decided not to have a membership that they would not refund me the $52 they already charged me. Given I was never notified of this purchase and that I never authorized Planet Fitness to make a charge to my credit card and never signed up for a Planet Fitness membership and was never given notification to have the opportunity to cancel my membership before I was charged is unbelievable. Certainly Xperience selling my credit card information to another business to make make unauthorized charges to my card and enroll me in a membership without my knowledge or consent is credit card fraud. Businesses have data breaches like this on accident and it is reported on the news and they are dragged through the mud and are forced to pay fines and pay for damages to customers and ******************** did it on purpose. They did this to 6000 people. They need to be fined by the government for selling our credit card information and lose their license to process credit cards.
Business Response
Date: 09/25/2024
Please see the attachment for our response. Thank you.
Xperience Fitness
Initial Complaint
Date:09/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Xperience Fitness contact me through email on 8/26/2024 informing me that the **** Rapids location was closing as of 8/31/2024. Our memberships would be transferred to Planet Fitness unless we canceled our membership. I called and talk to the club and followed the directive to cancel my membership and I would NOT be transferred or charged my dues as the club was closing. I did as directed and that did not happen. I was transferred and the dues were processed on 8/28/2024. I call Xperience left a message no one called back. Called again and was directed to ************ who processes the payments. They would not help me and directed me to Planet Fitness who then directed me to Xperience who then directed me to ************. I spend over an hour calling the 3 contacts with no help in getting my refund. ************ is now going to email Xperience and ask if they can process a refund. My dues processed on 8/28/2024 that money went to Xperience. No money was going to Plant Fitness until after 9/1/2024. Dues are $142.19 and at Plant Fitness they are $25. I am not paying for a gym that is closed. I need to get my refund.This has been a horrible experiance for all the Xperience members. Xperience has washed there hands of there clients and have not given there team members the tools they need to help the members. This entire situation needs to be looked into on how they handled this closing of this location.
Business Response
Date: 09/16/2024
Please see the attachment for our responce.
Customer Answer
Date: 09/17/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I do not want to close this out until I receive my refund. There is no reason whatsoever that it should take 21 days to receive a refund. They are keeping my money for almost a month for a severice I am not receiving. I am not ok with that. Refunds these days only take about 48 hours not 21 days.

Regards,

*********************
Initial Complaint
Date:05/14/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On April 15th2024 I noticed that Xperience fitness was still charging me a monthly fee. I didnt understand why because of May of 2022 I was pregnant and canceled my membership. So when I called and talked to ******** from customer service and let her know what happened she also looked up my account and saw that I had not been to the gym since May. So she told me she would write up a request for a refund but of course could not find anything on me canceling my membership but to call back if I have not received a refund after 21 days . so of course, a month later still no refund I call the gym because for some reason, I cant find the number that I have used before to get in contact with her and I find out that she wrote in the notes that I was supposed to submit a request for a refund at this point I feel like Im getting the runaround and theycant find when I had canceled .
Business Response
Date: 05/28/2024
Thank you for making us aware of the complaint that our former customer, Mayye Embaby filed with your office. Xperience Fitness strive for excellent customer service, and we thank you for the opportunity to reply. **************** first contact our corporate office on 4-15-24 at 1:33 pm claiming that she canceled her membership back in April or May of 2022 by filling out a cancellation form online. Our billing company, *** Fitness Solutions and our corporate office do not show a cancellation form on ******************** account. When a member fills out a cancellation form and submits it this cancellation form automatically goes right into the members account in their "document" section, and they are also emailed a confirmation from our billing company. If *************** can look in her spam/junk folder or deleted messages to find the confirmation email from *** Fitness Solutions, we'll be happy to submit a refund for the amount due. If **************** cannot produce this form, it simply means that she did not cancel her membership. As for now, no refund will be granted.
Xperience Fitness
Initial Complaint
Date:02/28/2024
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 5, 2023 I prepaid for an 18 month membership at Xperience Fitness in *********, **, at a price of $369.This was to provide monthly membership at Xperience fitness thru November 20, 2024.On June 29, 2023 the *********, ** facility closed without notice.I have emailed numerous times. The care team keeps responding that the matter will be rectified within 21 days.21 days pass, and another 21 days pass and nothing ever happens.I am looking for the refund due to me for the unused portion of my membership, due to the business closure.Agreement #****-32959 Barcode XFIT49016
Business Response
Date: 03/11/2024
Please see the attachment for our responce to ********************* which was submitted to the BBB of ********* on 3-5-24.
Xperience Fitness
Customer Answer
Date: 03/11/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

*********************
Initial Complaint
Date:02/22/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When Xperience Fitness closed its doors for good, no one was given any notice. I never received a phone call or email. I assumed with the shut down of the gym, my month-to-month membership would have also been terminated as well. Instead, I found out that Planet Fitness has been charging my card because Xperience transferred my membership and my card information that they had on file without my knowledge or consent. Prior to obtaining an Xperience Fitness membership, I had canceled my Planet Fitness membership due to a personal safety concern. So to say that I was less than pleased to learn that my updated banking information and address was shared to the same gym that I had specifically removed myself from with no intention of returning. I would like to be refunded for the months that Planet Fitness has been charging my account for a membership that I did not consent to.
Business Response
Date: 03/20/2024
Please see the attachment for our response to ******************' complaint. Thank you.
Xperience Fitness
Initial Complaint
Date:02/08/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My son and I both purchased one year prepaid memberships for the ********, ********* location.The club ended up shutting down in May of 2023.The puchases were made on April 9, 2023.Each puchase was $100 (so $200 total).The names the purchases were made under (with emails)******************* - ****************** *********************** - ***************** I am attaching multiple email exchanges I have had with their corporate team. Always promising it will be processed - but never have received the refunds.
Business Response
Date: 02/14/2024
See attached
Customer Answer
Date: 02/14/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

*******************
Initial Complaint
Date:01/04/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid for 4 personal training sessions on June 26, 2023. On June 29, 2023, Xperience fitness closed all doors in ********* at 9:00 pm. I received no training and my check went through our credit union. I have requested for a refund of $272.00 Sept. 18, 2023 through my email. On Sept. 19, 2023, they replied my refund has been submitted to upper management, it may take up to 21 days. Sept. 25, 2023 I made another attempt to make sure they have not forgotten me. They replied if you have not received you refund by Oct 18th, please let us know. On Dec. 3, 2023, I reached out to please give me an update on the refund. I have not received a response yet. ******* De La ****
Business Response
Date: 01/18/2024
Xperience Fitness will be refunding Mr. ************** in the amount of $544.00 for his unused personal training. Our accounting department will be cutting the check and mailing it to Mr. ************** today, January 18, 2024. Thank you.
Initial Complaint
Date:12/27/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've been trying to contact Xperience Fitness and get my prepaid training sessions refunded since they closed down on June 29, 2023. It's been many months and we are coming to the end of the year and I have not received my check at all. It's been the same reply of "It can take up to 21 business days to review and process your refund if it is approved by them. Because of the high volume of requests we are receiving,this may take more than 21 business days."They owe me 7 training sessions which is equal to $406.They stopped replying to my emails on Nov 12, 2023.Down below, I will have attached the interactions over email I had with customer care and other information regarding the situation.
Business Response
Date: 01/18/2024
Xperience Fitness will be refunding ******* in the amount of $580.00 for his unused personal training. Our accounting department will be cutting the check and mailing it to ******** today, January 18, 2024. Thank you.
Customer Answer
Date: 01/26/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

Pajvuam Lo
Initial Complaint
Date:11/07/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Xperience Fitness in ********* closed its doors on 6/30/23. I worked with a personal trainer there who gave me the email to use to request a refund of my unused personal training sessions. I sent an email on July 3, 2023 and waited. I received nothing so I called on September 26, 2023 and spoke to an employee who said I would receive my refund in about 3 weeks or by the end of October for sure. I have received nothing. I called on October 31, November 1 and November 6, having left messages each time asking where my money is. No one returns my calls.
Business Response
Date: 11/30/2023
Thank you for making us aware of the complaint that our former member, *******************, filed with your office. Xperience Fitness always strives for excellent customer service, and we appreciate the opportunity to respond.

After reviewing ****************** account, it appears that she has 20 unused personal training sessions valued at $54.31 per session. Xperience Fitness will refund ************** for her unused personal training sessions in the amount of $1,086.08 within the next 21 business days to the address that we have on file. Thank you.

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Xperience Fitness is NOT a BBB Accredited Business.