ComplaintsforXperience Fitness

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid Xperience Fitness in advance for 24 personal training sessions in January 2023. I am attaching copies of the cleared check. They closed their doors in ********* on June 29, 2023. No notice was given to the clients AT ALL. We learned about the closing on the news the next day. At this time I had only used approximately half of the sessions. I wrote an email to the club requesting a refund. They responded that I was *********** one and that they were working on this. That was at the beginning of July. I emailed them at the end of July asking for a status update. they said they were still working on it. I emailed again today and now they are out of the office. I have waited long enough for my refund. I am owed at least $720. I am not sure how many sessions were left, it was at least half. They wiped all the information from their applications the same day they closed.

  Business response

  08/22/2023

  Re: ********************* - 20480354
  
  
  
  We apologize, ****************** refund amount is $900.00, not $962.00.  Thank you.  

  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 her refund for her unused personal training sessions.  ****************** refund of $962.00 was released and mailed to her address on file on 8-18-23.  ************** will receive the refund this week.  Thank you.
  

  
  

  --
  

  In good health,

• Initial Complaint

  08/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid in advance for Personal Training while being a member of Xperience Fitness. I had one month balance of $336 in outstanding training when they gave three hours notice of gym closing on June 29, 2023. I paid in advance and had training remaining for the month of July. $42 per session x 2 times a week thru July 29th with $336 in total.I've emailed them twice and sent a letter to ********* PO Box. No response.

  Business response

  08/10/2023

  Thank you for informing us about 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.

  
  

  Please see the two attachments.  After reviewing ********************** account, we could not locate a payment of $336.00 nor could we locate any additional personal training sessions that haven't been unused except for one. Did ****************** purchase personal training sessions for someone else?  If so, please pass that information on.  Thank you.

  
  

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  Customer response

  08/14/2023

  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.
  
  [Please type your response here.]I have bank statements proof of full payment made of approximately $765. The balance of $336 is what was remaining of unused training.  I had 4 weeks at $42 2 times a week balance. I'm still working with same Trainer who can back this up. I'm traveling this week but will get documents to support my claim.
  
  Regards,
  
  ***********************

  Business response

  08/23/2023

  Thank you for making us aware of the additional concerns that Ms. ******* has.  ****************** disputes that she has unused personal training sessions with Xperience Fitness totaling $336.00/8 unused sessions at $42.00 per session.  Our records indicate otherwise.  Please see the attachments.

  1. Member Services.  The amount of Unavailable or Available personal training sessions.  ****************** has ********************* session available.

  2. Member Services.  Scheduled personal training sessions with date and time.

  3. Member Check-in History.

  
  

  You can compare the "scheduled" personal training sessions with the "Check-in" history.  This tells us ****************** was checking in on the same day and time as the personal training sessions were being used.  ****************** is owed ********************* session totaling $42.00 unless she can prove otherwise.  Thank you.
  

  
  

  --
  

  In good health,

  Customer response

  08/25/2023

  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.
  
  First of all, the day you announced your closure I had two training sessions scheduled.  One of them was moved to a past date and one remained scheduled. {I assume that's the one you JUST sent me a check for}. The two attachment I included show 1. the action of your moving one session to the past and 2. The account had available days thru July 28th.  I purchased the Training in May.  This was the understanding of 2 X's a week. I was on vacation for a week and half, was out sick for some period due to hurting my back so I know and had more than a $42 balance due.  

  When Xperience announce the closure w/approximately 4 hours notice, seemed sketchy.  The fact that you gave my personal banking info to Planet Fitness to deduct, indicates the whole process was to avoid financail liability.  It took me four weeks and multiple visits to Planet Fitness to refund my money they deducted in July, only days after telling me "July was free."  Now you are trying to keep your member's money paid in advance for Training.  I was a member with Xperience since 2012.  I purchased with the understanding we had a legitimate agreement and Xperience would honor this. So I didn't keep tract of every single sesion I had as Mykayla was monitoring for me.  I may have not had a full $300 balance but I definitely had more than $42 - since my remaining memebership was thru July.    
  
  Regards,
  
  ***********************

  Business response

  09/08/2023

  We apologize that ****************** didn't keep track of her usage of personal training sessions but, Xprience Fitness did.  On 8-22-2023 Xperience Fitness emailed the BBB of ********* an extensive breakdown of ********************** usage history and check-in history.  These are facts, not guesses on the number of personal training sessions that were used.  We are glad to see that ****************** received her refund.  Thank you.
  

  Customer response

  09/11/2023

  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.
  
  There is a reason Xperience closed all ** stores and notified members with a 4 hour notice. It is obvious you did so with no intention of refunding Personal Training balances to your members.  My Trainer has named other people are experiencing same issue as I am. Your process was/is deceitful.  It is clear I won't get my money back.  So I will leave this complaint as unresolved.  
  Regards,
  
  ***********************

  Business response

  09/14/2023

  Re: *********************** - 20441565

  
  

  This will be Xperience Fitness's last response to *******************  Over the past two months, Xperience Fitness has refunded tens of thousands of dollars to members who had unused personal training sessions, unlike ****************** in this case.  ****************** states that she is owed $336.00 for 8 unused personal training sessions.  Please see below and the three attachments.

  • First attachment: Purchased History shows that ****************** had purchased 18 personal training sessions with ONLY 1 available with 17 personal training sessions used.
  • Second attachment: Personal training usage history.  This document shows the date and time that personal training sessions were used.
  • Third attachment: Check-in history.  This shows the date and time when ****************** checked in at the front counter of our business.  If you compare the personal training usage history document with the check-in history document you will be able to see how many personal training sessions were used, which matches the balance of available personal training sessions ****************** has left.

  At this point, Xperience Fitness feels that ****************** is attempting to extort money from our business that is clearly not owed to her.  Again, this is our final response to this complaint and to *******************  Thank you. 

  
  

  Customer response

  09/20/2023

  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'm not dignifying his accusation with a response.  Nothing he provided proved anything. I have same documents. It's perfectly obvious that there was no intention of meeting this obligation when they announced permanent closure with a four-hour notice. Otherwise, I could have worked this out at the desk.  
  
  Regards,
  
  ***********************

  Business response

  09/22/2023

  Re: *********************** - 20441565

  
  

  Xperience Fitness has provided the BBB of ********* and ****************** with very detailed reports accounting for her visits to the gym and the number of personal training sessions used.  Yet, ****************** cannot provide the BBB of ********* or Xperience Fitness with any "hard" evidence of what she claims is owed to her.  Until Xperience Fitness receives evidence/proof from ****************** of her claim, Xperience Fitness will consider this matter closed.  Thank you. 
  

  
  

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• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a member at this gym since 2019. I canceled my membership in June of 2023 and received email confirmation that my account was set to cancel on June 28th, 2023 and that I had no further charges pending. Despite this, on July 31st I was charged again so I call the gym looking for an explanation and a refund. I come to find out that my account has indeed been canceled, but that there is another account associated with mine under the name Justice ********, someone that I have never met or heard of before this and that, rather alarmingly, their account is using my bank account information for billing. This prompts me to look back through my bank statements in which I find that I have been charged since June of 2022 for this other persons account, chargers totaling $686.70 So, I call the gym again today on August 2nd expecting that if this was indeed a mistake that they would be helpful in resolving this issue. Instead, their manager at the ********* location, ********************* me, insisting that I take it up with my bank. I ask her to please take my bank account information off of this other persons gym account, she refuses. I tell her that I need to be refunded the amount of $686.70 to which she says she'll contact their back office and see if they can give her any information and that she'll call me when she hears from them. I have yet to hear another word and I expect I never will. She also insisted that my information must have been stolen by this person, but I have never lost a credit card and I never leave home with my checks. The bank notified me that the charges were not made through a checking card, but instead were charged directly to my checking account. I don't know how Justice ********** gym account has my personal bank account information attached to it, but it's clear to me that the mix up happened at the gym, by the gym's employee's. Why else would I only be getting fraudulent charges from the gym? Why wouldn't Justice go buy a tv or shoes?

  Business response

  08/10/2023

  Re: **************************** - 20413221

  
  

  Thank you for informing us about the complaint that our former member, ****************************, filed with your office.  Our *********, ** location always strives for excellent customer service, and we appreciate the opportunity to respond.

  
  

  After investigating Mr. Chryssomallis's account, it appears that his account and Mr. ***************;account have the same Master Card ending with 7190.  Xperience Fitness does not have the ability to see the full credit card information stored on our billing page for any member and we do not have the ability to move bank information from one account to another account which is why we are also confused about how Mr. Chryssomallis's credit card did get on Mr. ****************************** The only way for a credit card to be entered into an account when enrolling for membership is for that credit card MUST be present when doing so.  Unfortunately, we do have to question Mr. ************* if indeed he does know ******************** since Mr. ************* acknowledged he had no fraudulent charges, perhaps he will need to bring up this matter with his bank.  Also, our corporate office attempted several times to contact ******************** by phone, leaving messages and our call back number but we never heard back from him.  

   

  Xperience Fitness cannot release a refund to Mr. ************* for the two simple reasons we mentioned above.

   

  1. The credit card must be present at the time of enrollment.
  2. What proof is there that Mr. ************* does not know ********************?

   

  
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been unsuccessful in contacting anyone from Xperience Fitness to resolve this issue. I have called, ***********, *** Fitness Solutions, ************, emailed ******************************************** called Planet Fitness ************. My emails bounce back , phone numbers are disconnected or no answer, or the respondent has no suggestions for resolution.I am attempting to reclaim my personal items left in a locker at the Brookfield location. ( locker # **, I believe?) This gym abruptly closed it's doors without any warning or opportunity to reclaim my rightful belongings prior to locking it's doors. The residual expense may not seem like much to a corporation, however, It would be an unexpected expense to replace the items I no longer have access to. The contents left in the locker are: 1 ****** gym bag 1 pair of Sketcher's gym shoes 1 lock 1 pair black lifting gloves 1 tanning goggles 3 ****** work-out tops 3 ****** workout leggings 3 pair ****** black socks 1 Gatorade bottle Please advise as to how I may reclaim my personal items in the most timely manner. Thank you.********************************* ********** *********************** **************************************** *********, ** ***** xf0161845 agreement # **********

  Business response

  08/07/2023

  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. 

  
  

  We apologize to ******************** for our sudden closure and transfer of members to Planet Fitness.  Xperience Fitness no longer has access to the Brookfield building that we were renting.  If ******************** would like to recoup her belongings, please contact the property owners below.  Thank you.
  

  
  

  ******************, RPA

  Customer response

  08/07/2023

  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 was not given any contact information to reach out to the property owner to retrieve my personal belongings only the name ******************, RPA. How can I contact them?
  
  Regards,
  
  *********************************

  Business response

  08/08/2023

  Re: ********************************* - 20408380

  
  

  Thank you again for making us aware of the concern that our former member, *********************************, has brought to your attention.

  
  

  ******************** can contact the Property Manager, ****************** at ************ or ************************.  Thank you.

  
  

  
  

  Customer response

  08/12/2023

  [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

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a member of Xperience Fitness of ********, **; for several years. As o f June 29, 2023, the company closed all ********* locations; but I am still being charges for my membership. I am requesting a refund of $65.50 for the charges of $32.75 each month, on: 6-29-2023 and 7-31-2023.

  Business response

  08/02/2023

  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 sent our members an email on 6-29-23 regarding the closure of our ********* locations and transferring their memberships to Planet Fitness.  Unfortunately, ************** does not have an email on file with Xperience Fitness.  If ************** would like to cancel her membership and request a refund for 6-29-23 and for 7-29-23 she can simply email the address below.
  

  
  

  Please include the following information with the email.

   

  • First and last name
  • Your phone number that we have on file is **************
  • Refund request dates 6-29-23 / $32.75 & 7-29-23 / $32.75
  • Include the message I Want To Cancel My Membership.  If ************** wishes to do so.

  Please email xperience@blackduckpartners.com

• Initial Complaint

  07/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a year membership a week before closure and sell out to planet Fitness with experience fitness I've called and left messages I emailed experience fitness as well no reply back planet Fitness isn't gonna refund and said take it up with experience which I can't even do because nobody answers or replies from the corporate office anymore pretty much scammed and sold our information to planet Fitness which doesn't care either

  Business response

  08/02/2023

  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 has no record of ************** sending an email or contacting our corporate office or our billing company, *** Fitness Solutions.  Even though we have limited staff at our corporate office, we always respond back to our members in a timely fashion.  

  
  

  If ************** wishes not to use Planet Fitness, Xperience Fitness will send ************** a prorated refund of his paid-in-full membership.  Please let us know if ************** would like a refund or would like to continue his membership at Planet Fitness.  Thank you.
  

  
  

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had two family members with memberships. Both also had simultaneous memberships with planet fitness. When xperience shut down on 6/30, only a week after we were billed ***** each for two memberships, they transferred the accounts to Planet. However, we do not need those since we already have Planet memberships. Then, on 7/18, I was billed AGAIN for both xperience memberships after having been billed for planet also This is theft in my book. I want prorated fees for **** returned along with what I was charged for August.

  Business response

  07/31/2023

  
  

  
  

  
  
  

  Re: *********************** - 20387852

  
  

  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.

  
  

  We apologize to ************ for Xperience Fitness closing its doors and transferring his membership to Planet Fitness even though he had a current membership with them.  ************ and any family member that wishes to cancel their Xperience Fitness memberships and request a refund can simply email xperience@blackduckpartners.com providing them with first and last names along with the phone number associated with their Xperience Fitness accounts.  If ************ has any further questions or concerns, he may call our **************** at ************.  Thank you.
  

  
  

• Initial Complaint

  07/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was a member at the ******************. I paid for a trainer for 3 months in advance. Two or 3 weeks into that time frame Xperience Fitness sold and closed the doors saying the closure was permanent. Their clients were referred to Planet fitness. However Planet Fitness does NOT employ any trainers. I wish to have my trainer funds returned. ,,, in the amount of about $2000.... in a timely fashion.

  Business response

  07/25/2023

  Thank you for making us aware of the complaint that ***************** filed with your office.  Xperience Fitness has always strived for excellent customer service, and we appreciate the opportunity to respond.

  
  

  Mr. ****** purchased 36 personal training sessions on 5-29-23 and has used 12 personal training sessions with 24 personal training sessions unused at $60.00 per session.  Xperience Fitness will issue Mr. ****** a refund check for $1,440.00 and will mail it to the address that we have on file.  The refund process will take up to 21 business days.  Thank you.

  
  

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  In good health,

   

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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. I was then automatically transferred to a Planet Fitness gym membership which I did not want. I have been calling Planet Fitness multiple times to cancel my membership as I no longer live in the area. Planet Fitness tells me I have to visit a Planet Fitness location to cancel and there are no Planet Fitness gyms within reason of me. They then tell me a manager will call to cancel my membership and I never heard back from them. I have never stepped foot in a Planet Fitness and never wanted this membership. I have no signed agreements with Planet Fitness and they have charged me. I just want my membership that I never wanted or agreed to canceled and a refund.

  Customer response

  07/17/2023

  Address is **********************************************

  Business response

  08/01/2023

  ********************** can cancel his membership and request a refund by simply emailing the address below.

  
  

  Please include the following information in your email to xperience@blackduckpartners.com
  

  • First and Last Name
  • Your phone number on file: ************

  Thank you.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Xperience fitness abruptly closed, and charged my for my membership the day that they closed. However, the gym is closed and they are no longer rendering the services agreed upon in our member agreement/ contract. I have been fraudulently charged. With no communication. No email, no call, no certified mail of what is happening. My bank states they cannot refund me due to it being a reoccurring payment.

  Business response

  07/17/2023

  Thank you for making us aware of the complaint that *************************** filed with your office.  Our ******************, ** location always strives for excellent customer service, and we appreciate the opportunity to respond.

   

  Prior to closing our ********* locations, Xperience Fitness sent our members an email on 6-29-23 regarding the closing of our business and that we transferred our members to Planet Fitness so they could continue their fitness journey.  If any of our members unsubscribed from receiving emails from Xperience Fitness, then they would not have been notified or the email could have possibly fallen into your junk/spam folder.  Regardless, we are very sorry that we closed.

  
  

  If ****************** would like to receive a refund for his dues payment on 6-27-23 or to cancel his membership, please send an email to the address provided below.  Thank you.

   

  xperience@blackduckpartners.com

  
  

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  In good health,

*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. ↩