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Complaint Details
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Initial Complaint
07/21/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
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.--In good health,Initial Complaint
07/18/2023
- Complaint Type:
- Product 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. 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
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 --In good health,Initial Complaint
07/11/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I was a member of Xperience Fitness for quite a few years. I also paid for personal training. On 11/01/22, I paid $2,500 to continue my personal training. I had prior spots to use first. During this time I had a knee injury. I have been thru a number of cortisone shots and had not been able to have personal training. On June 29, 2023, my trainer sent a group text to all his clients. The gym told them at 2:00 to clean out their desks as the gym was going out of business that day. He provided us with the email ************************************ to request a refund. Numerous other people are in the same situation. I sent them an email requesting a refund. I was told I had passed my time limit for a refund. My trainer told me he could have extended the date, but all employees were shut out of the computer system right after they were told to pack up. This was a past practice. Due to it being a past practice and having an injury I believe I am entitled to this refund. I am extremely upset about how all of this was handled. Thank you.Business response
07/19/2023
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.Unfortunately, Xperience Fitness did close our ******** location on June 29, 2023. ****************** purchased 50 personal training sessions on 11-1-22 and has used 5 personal training sessions. Xperience Fitness submitted a refund request for $2,250.00 on July 11, 2023, for which ****************** will receive a check via mail within the next 21 business days. Thank you.Customer response
07/28/2023
[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
07/07/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On Thursday 6/29 Xperience fitness closed their doors without any notice. They also automatically transferred all memberships to Planet Fitness. This obviously was a well thought out closure for them to be able to transfer memberships. I to this day have not received any notification from Xperience. I have made attempts to reach out to both businesses expressing my displeasure and my wish for my membership with my financial information be transferred. I have heard nothing from Xperience and Planet fitness gave it to the local franchise closest to me. I did receive a call from them telling me they dont have the files yet but I can come into the gym after 7/7 to cancel. This is an inconvienve to me for a service I did not authorize. I dont understand how any of this can be legalBusiness 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 cancel her membership moving forward, please use the email address below to do so. Please include your primary phone number with the email. Thank you.Customer response
07/17/2023
[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. There respone as much as what I want is to cancel my membership is a lie. Infact even though they are closed I continue to get emails from them trying to sell me there protein powders etc. Very curious however I never got an email regarding the closing nor did my friends who also belonged.
Regards,
***********************Business response
07/20/2023
Re: *********************** - 20287407Thank you again for making us aware that ************** has additional concerns.--Xperience Fitness sent our members an email on 6-29-23 regarding the closure of our ********* locations. 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 their junk/spam folder. Either way, we are very sorry about that. Below was the email sent to our members. If ************** wishes to cancel her membership that has been now transferred to Planet Fitness, please send Planet Fitness an email with your intentions to the following address. xperience@blackduckpartners.
com Dear member,
Xperience Fitness has made the difficult decision to permanently close all ********* locations effective:
Thursday, June 29, 2023, at 9pm
This closure includes:
********, **
*********, **
******************, **
********, **
**********, **
**********, **
Greenfield (27th Street), **
Your fitness is still our highest priority and we want to ensure your ability to continue exercising as you maintain one of the most important decisions you have made: the commitment to a healthy lifestyle.
To ensure that there is no interruption to your workouts, our friends at Planet Fitness are excited to welcome you to the judgment-free zone immediately. The friendly and professional staff at Planet Fitness will make you feel welcome and confident as you continue to work towards your fitness goals.
Your membership will be automatically transferred to the below Planet Fitness location:
Xperience Fitness:
Planet Fitness location:
********, **
****************************************** ****************
*********, **
********************************************************************** ****************
******************, **
********************************************************************* ****************
Waukesha, **
************************************************************* ****************
**********, **
********************************************************************** ****************
**********, **
********************************************************************* ****************
********** (27th Street), **
*************************************************************** ****************
As a welcome gift to Xperience Fitness members, Planet Fitness will provide full access to all Black Card amenities throughout the month of July 2023, which includes: Level 4 tanning, Hydro Massage beds, massage chairs, unlimited guest privileges, and 50% off select cooler drinks. For more information on this transition, please call Planet Fitness at the above numbers.
Thank you for having allowed Xperience Fitness to be a part of your healthy lifestyle and we wish you the best in the future.
Your Friends in Fitness,
Xperience Fitness
Xperience Fitness: Planet Fitness location:
********,** ****************************************** ****************
*********,** ********************************************************************** ****************
******************,** ********************************************************************* ****************
********,** ************************************************************* ****************
**********,** ********************************************************************** ****************
**********,** ********************************************************************* ****************
**********, ** *************************************************************** ***************
In good health,***********************Director of Member RelationsXperience Fitness - **/**Initial Complaint
07/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On June 14 I committed to a subscription service with Xperience. I paid an initial fee of ***** activation and another another ***** for the first two weeks of my membership unknowing that they were going to s*** their doors in ********* two weeks later. Two weeks later they take out ***** for the next two weeks on the 27th. The very next day they come out and shut down all locations in ********* effective immediately. Attempted contact fora refund to no availBusiness 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.
Xperience Fitness is truly sorry that the decision was made to close our locations and transfer our members to Planet Fitness in *********. If ****************** would like to receive a refund for his due's payment on 6-26-23 or to cancel his membership, please send an email to the address provided below. Thank you.Initial Complaint
07/01/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
On June 29th Xperience Fitness was randomly bought out and closed by a rival gym planet fitness. As a result Xperience fitness memberships transferred to planet fitness without consent or any notice. As a result I now have a planet fitness memebership that I cannot get cancel, and am still being charged for. I would like my membership cancelled and if possible refunded for this months charge.Business response
07/06/2023
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.
Unfortunately, our ********* locations closed on 6-29-23. Xperience Fitness has set up a pending cancellation date on **************** membership for 7-17-23, he will not be billed again. ************ can use Planet Fitness up until 7-17-23 or request a refund from the membership dues payments on 6-18-23 for $19.79 by emailing xperience@blackduckpartners.com Thank you.Initial Complaint
06/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had an Xperience Fitness membership. That business closed yesterday and automatically transferred me to Planet Fitness along with my financial information. I do not want this to happen, it was done without my permission. I called Planet Fitness and they reported that they are not able to cancel my membership as they do not have access to the information until 7/6/23. They should not have access to my financial and personal information and be able to charge me without permission. I should not have to wait and make a trip to the club later. My financial and personal information does not belong to them without my permission. This situation is unacceptable.Business response
07/06/2023
Thank you for making us aware of the complaint that P******************************* filed with your office. Our ******************, ** location always strives for excellent customer service, and we appreciate the opportunity to respond.
Unfortunately, our ********* locations closed on 6-29-23. Prior to transferring all ********* base memberships to Planet Fitness, Ms. *******************************;membership was canceled by Xperience Fitness and will not be transferred to Planet Fitness. We are sorry for any inconvenience.--In good health,Initial Complaint
06/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On May 27 I purchased 45 training sessions for $1776.I was notified via email June 30 that all Wsconsin gyms were closed and no response to refund information on unused training sessions Credit due is $1130.18. Only 16 were used and Xperience cannot fulfill the rest of the sessions.I contacted ***************************** for policy or refund. I contacted Corporate. Gyms remain open in ********* so company still operating.Resolution would be a credit or refund of $1130.18. Since I cannot get any documentation on policy refund my bank will not pursue. Xperience was to send me a receipt and never did, but the amount paid is on my bank statement.Customer response
07/03/2023
Gym financial services requests I cancel my membership and provides a non working number. The refund is for incomplete training contact not requiring a cancelation of membership.I feel this is a delay tactic.Business response
07/06/2023
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.
Unfortunately, our ********* locations closed on 6-29-23. ****************** purchased 48 personal training sessions on 5-25-23 and has used 22 personal training sessions. Xperience Fitness will refund ****************** for the balance of the unused personal training sessions totaling $962.00. Thank you.
Customer response
07/06/2023
[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. I disagree with the refund as it should be ******* but I will accept the 962 as stated as I would want to be done with this company and recover most of my money. Thanks for everything.
Regards,
*******************************Initial Complaint
06/29/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I have a gym membership with Xperience fitness. They automatically withdrew my monthly payment June 27, 2023. Went to the gym today to find out they are going out of business as of tomorrow June 30, 2023 and will not issue me a refund.Business response
07/06/2023
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.Unfortunately, our ********* locations closed on 6-29-23. **************** membership has been canceled and she can email the address below for a refund for her 6-27-23 dues of $44.98. Thank you.xperience@blackduckpartners.com Customer response
07/06/2023
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 will not consider this resolved until I have received a complete refund of my monthly membership fees and a pro rated annual fee refund as well.Regards,
***********************Business response
07/10/2023
As mentioned in our previous response, ************ must email ******************************************** to request a refund for her 6-27-23 membership dues. After ************ submits the request to the email provided, a refund will be issued within 21 business days. Thank you.Customer response
07/10/2023
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 submitted my email response to the email provided. When full refund is sent is when I will consider this case closed.
Regards,
***********************Business response
07/11/2023
Thank you in advance for letting the BBB of ********* know when you receive your refund.
Xperience FitnessCustomer response
07/12/2023
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 not received my money back yet.
Regards,
***********************Business response
07/13/2023
***********************,
As mentioned in our previous response, after you email ******************************************** for your refund request, it will take up to 21 business days to receive your refund. Thank you.
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