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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/14/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
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
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 FitnessInitial Complaint
02/28/2024
- Complaint Type:
- Product Issues
- Status:
- Unresolved
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 XFIT49016Business response
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 response
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
02/22/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
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
03/20/2024
Please see the attachment for our response to ******************' complaint. Thank you.
Xperience Fitness
Initial Complaint
02/08/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
02/14/2024
See attachedCustomer response
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
01/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
12/27/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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 response
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 LoInitial Complaint
11/07/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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.
Initial Complaint
09/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was a member at Xperience fitness gym in ******************, **. I was attempting to cancel my membership with them before they closed all their ********* locations. Xperience did not cancel my membership or respond to any of my contact attempts. I was automatically transferred to a Planet Fitness gym membership which I did not want and was not given any warning of the change to even access my new membership. I am being charged for a membership that does not even exist. I want my membership cancelled and to be refunded for the last two months of a fake membership.Business response
09/08/2023
T**** 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.
On June 29, 2023, Xperience Fitness emailed our members informing them of the closing of our clubs and offering to transfer our member's accounts to Planet Fitness. We apologize to **************** if our email went into her spam/junk folder or if she opted out of receiving emails from Xperience Fitness. Regardless, if **************** would like to cancel her membership and request a refund, she can simply email the address below. Please include the following information:
- First and last name
- The current phone number on file ************
- Current address
Initial Complaint
08/29/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Xperience Fitness Brookfield closed and I am trying to get a refund on all my personal training. This was NOT transferred to Planet Fitness and this is something PF does not do. On June 7(filed on June 9 on CC), I paid $767.00 towards a new training package. I may also have some money left on my account. Accounts were closed before I could access my information. My trainer gave me this to contact:************************************. I have sent my information multiple times with zero response asking for a refundBusiness response
09/08/2023
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.8-29-2023 was the first time that we spoke with ***************** Unfortunately, she had an incorrect email address to our ****************. After speaking with our Customer Success Advisor, ******************** will refund **************** for her unused personal training session in the amount of $947.00. If **************** has any further questions, she may contact our **************** at ************. Thank you.Customer response
09/08/2023
[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
08/21/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Xperience fitness closed abruptly. I was authorized to be refunded for the personal training sessions I did not use. I am enclosing the content of their last email: This was sent on the 5th of July 2023. Hello ****,Thank you for reaching out. We have submitted a refund request to upper management for the remaining 12 sessions on your account. Upper management is processing refund requests in the order they were received. 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. We thank you for your patience with this process at this time.Customer Success Advisor Team ************************************ ************Business response
08/22/2023
Thank you for making us aware of the complaint that ************************* filed with your office. Xperience Fitness always strives for excellent customer service, and we appreciate the opportunity to respond.Xperience Fitness does apologize to ******************** for the delay in his refund for the unused personal training sessions. ************************ refund of $669.00 was released and mailed to his address on file on 8-18-23. ******************** will receive the refund this week. Thank you.
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