ComplaintsforXperience Fitness

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Xperience Fitness sent a letter on April 11th 2022 indicating a rate increase of 8% to go into effect after May 11th 2022. Xperience Fitness has repeatedly harassed me for payment beyond the specified rate increase. These contacts have come through texts, phone calls and emails demanding additional payment beyond the increase. This is harassment. I have notified the business on multiple occasions reminding them of their rate increase letter and documentation of payment for the amount specified in the original agreement. As noted the increase is more than what was described and was paid.

  Business response

  06/08/2022

  Re: *************** - 17296681

  
  

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

  
  

  **************** membership rate did increase by 8% and his monthly rate went from $9.99 to $10.79 per month.  Attached is a copy of **************** membership agreement that outlines additional fees such as our annual maintenance fee, late and service fee charges, and why they would occur.  In addition to those fees, we also have a payment method fee if a member chooses at any time to pay their monthly dues by a method other than electronic funds transfer (EFT), the member will be assessed a $5.00 fee for each payment not made by EFT, which will be due with that payment.

  
  

  With that said, **************** payment method on file has declined and does not work.  When ************ updates his method of payment on file, his monthly dues will be $10.79 until he does so, the monthly rate will be $15.79 which includes the $5.00 fee previously explained.  Xperience Fitness did waive $19.00 in late fees on **************** account.  ************ can update his billing information by following the directions on page (6) of the attachment or contact our corporate office at ************.   Thank you.

  
  

  Customer response

  06/08/2022

  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.]
  
  Regards,
  
  ***************

  Customer response

  06/09/2022

  I am rejecting the response on the following grounds 

  1. on April 29th ***** was debited my account by *** fitness. This was not credited to my account

  2. I request information as to which attempt/date *** fitness attempted to debit my account after the April  29th billing and show it was rejected. 
  3. I request account information ( number) they attempted to debit they claim was not valid. 
  4. I request access to my account online to cancel the membership at a time of my choosing 

  5. On an email dated May 18th I was informed that I was going to be charged ***** on May 28th. I want to know why the letter was issued after they received the April payment. They were not to debit my account until May 28th. When did they attempt to access my account between billing periods and for what reason. 
  I want an accurate description on the additional  19.49 charge which brought the April 29th charge to ***** and why it was not indicated in the May 18th rudimentary accounting. 

  Business response

  06/13/2022

  Re: *************** - 17296681

  
  

  Thank you again for letting us know about the additional questions and or concerns that our customer, *************** has.

  
  

  Please see the attachment per **************** request.

  1. Paid invoice summary

  2. How to register with our billing company to make a payment, change your billing information, etc.

  3. Billing information, "Problem Account"

  
  

  To cancel your membership, you can go to https://myxperiencefitness.com/contact-xperience-fitness/

  
  

  For all billing questions, please contact our billing, *** Fitness Solutions at **************.  Your membership agreement number is 07773-61266.  Thank you.
  

  
  

  Customer response

  06/13/2022

  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.]
  
  Regards,
  
  ***************

• Initial Complaint

  05/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I want a refund for my charges for being double billed by a trainer ***************************** when he was not my trainer and for sessions, I did not receive like on Saturdays and Sunday. And I was charged by my last trainer *********************** when was not there and billed twice on one session for 45 mins. I have copys of all my contacts and billed sessions. They have copys of all of these as well! I was suppose to hear back from ***************************** boss ***** and never did!! Corporate personal I spoke to on the phone was *** and she said ***** would be getting back to me by the end of the week that was 2 weeks ago heard nothing and she also stated that corporate can not help me and I can only go through ***************************** and his boss *****. This is VERY frustrating to say the least. Pleas look into this as a serious matter!! The sessions I feel I was over 69 in the amount of4513.34. The amount I spent in all 5 years was *********!! Sincerely *******************************

  Customer response

  05/18/2022

  I was told ********************************* that I had 15 sessions left but when I looked over all my records I was way over charged by 69! Which 30 of these sessions are charged by *****************************!!And 39 charged sessions by ***********************!! The amount comes out to ******* And they want me to accept 20 sessions for ******* for a another loss of *******! I will not accept that and no one would accept this period!! This is theft!!!! I have their records with their names all over their records!! Sincerely ******** Bunting 

  Business response

  05/18/2022

  Re: ******************************* - 17182376

  
  

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

  
  

  ****************** has purchased hundreds of personal training sessions from Xperience Fitness over the last five years.  ****************** was always been given the best session rate possible and ****************** has received many free in-house sessions for her large purchases.  Over the years ****************** has gifted some of her personal training sessions to her two sons and her friend *******.  It wasn't until 2-24-22 that ****************** questioned the number of personal training sessions used and requested a refund.  

  
  

  After many meetings with our Management Team, we finally came to a resolution.  The following paragraph below are notes taken by our Management Team when they had a conversation with ****************** on 4-27-22.

  
  

  ******** started sending multiple emails accusing her current trainer and past trainers of double charging. I gathered the dates from both her and her trainer and then called ******** on the phone. We were able to agree they were just incorrectly scheduled in Datatrak but were fully accounted for and balanced out correctly. I asked her if she had any other questions or concerns and she told me no. Then ******** came into the club again on Saturday 4-23-22 and went over all of the dates and times again in person to let her know that there were no mistakes. I told ******** that there is always a chance of mistakes with dates and times on both ends so, we offered an extra 5 sessions refunded on top of her remaining 15 just to be safe and come to a resolution. She said she would think about it. We spoke to her again on Tuesday night, 4-26-22 and we came to a resolution. She accepted the refund of 20 total sessions.

  Xperience Fitness will refund ****************** 20 unused personal training sessions totaling $1,084.63 with a check being mailed to ************************************************************* 53227-1622.  ****************** should expect the refund to take up to 20 business days.  Please let me know if you have any further questions.  Thank you.

  
  

  Customer response

  05/18/2022

  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 will not accept the 20 sessions for ******* .. I want a refund for 69 sessions I was over charged by ***************************** and *********************** for *******!! This is the only way this will end or I will take it further! It is in their records of all my sessions! I have all my copys along with all my workouts I did on my zone belt and my friend ******************************* is my witness for on the day I fired ***************************** as my trainer and picked up Jonovi ********** ********************* was the manger of the trainers at the time! Sincerely ******** Bunting 

   
  

  
  

  

  
  

  

  
  

  
  

  
  

  

  
  

  

  
  

  
  

  

  
  

  

  
  

   

  Regards,
  
  ******** Bunting 

• Initial Complaint

  05/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had signed up for a no commitment subscription. I never used the subscription and had contacted the club to cancel my membership along with my husbands before the billing cycle. They have been calling me since about a past due balance I never owed. My husband got his account removed from collections and closed. We signed up with a joint account and now I am still receiving collection activity as well.

  Business response

  05/18/2022

  Re:  *************************************** - 17175250

  
  

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

  
  

  Please see the attachments. All memberships that Xperience Fitness sells are individual memberships and we do not have a joint membership option.  Also, all of our memberships are month to month with a 30-day notice to cancel if your membership is in good standing.  Along with the attached documents is our cancellation policy and unfortunately, was not followed by Ms. ***********.  Our billing company, *** Fitness Solutions had attempted multiple times to reach out to ************************** regarding her outstanding balance but with no success.  This complaint could have been avoided if ************************** canceled her membership properly and or, returned a phone call to our billing company.

  
  

  Xperience Fitness will pull Ms. ***************************** from collections and will fully cancel it.  Thank you, we will consider this matter closed.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was a member of the gym and worked with a personal trainer. I signed a contract to do so. The trainer I had been working with was let go and there was a couple of other issues with the gym that I communicated to the staff person in charge of the personal trainers. He said that he would cancel the remaining portion of my contract in regards to training and that I would not be charged again. Another employee verbally stated this as well. I ended up being charged again, $243, despite being told by two employees that I wouldn't be. I reached out to the finance company and was directed to XPERIENCE corporate. They contacted the employee who had originally told me the contract was canceled. He sent an email apologizing for the confusion and said the money would be refunded. This was over two months ago. I reached out a few weeks ago to see what the status of this was and have receieved no answer. I have all of the emails sent regarding this topic. I would like my money refunded immediately. March 3rd is when *********************** said he submitted for the refund. March 14th, when I reached out, he said it takes between 6 to 8 weeks and he would check and let me know. I've received no refund and no response to my attempts to contact either ***** or the gym.Thank you

  Business response

  05/18/2022

  Re: *************************** - 17145024
  

  
  

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

  
  

  Xperience Fitness does apologize to ****************** for any miscommunication with our **** Rapids location and we again, apologize for the delay in the refund of $243.00.  After reviewing ********************** account, our accounting department wrote off and submitted a refund of $243.00 on 5-13-22 which would be mailed to the address we have on file that we have for ******************.

  
  

  Please let Xperience Fitness know if the BBB of ********* or ****************** has any further questions.  Thank you.

  Customer response

  05/18/2022

  [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

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Summer 2021 I created a membership for my minor son, ***********************, paying monthly with my credit card. September 2021 we went in, in-person, to cancel the membership, per the instructions we were given. I signed electronically on their computer at the front desk confirming the cancelation. Only to find out they never canceled it. They continued to charge my credit card for 8 months totaling $535.52. I contacted them to get a refund and they insist that they don't show we cancelled, and I don't have proof of cancelation - because they didn't give me any, said I didn't need it at the front desk.

  Business response

  05/18/2022

  Re: ***************************** - 17140665
  

  
  

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

  
  

  We apologize for your frustrations with this matter but, we can definitely help! Anytime a member cancels their membership they are required to fill out a cancellation form and are given that as proof of cancellation. Unfortunately, we don't see a cancellation on file but, if you have proof of cancellation, we'll be more than happy to refund Tyrus's account! Thank you.

  Customer response

  05/18/2022

  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 should not be held liable for their own employees not following their process!  I was not given a cancellation form, but was told what I signed on their computer in the club WAS my cancellation.  
  

  To prove my point of improper business practice, in the attached screen shot you will see that after all of this started and it was confirmed via email and phone that the account was canceled. Xperience STILL tried to charge my card again and threatened late fees. I will NOT consider this resolved until I have been refunded the money I am owed.
  
  Regards,
  
  *****************************

  Business response

  06/08/2022

  Re: *****************************/17140665

  
  

  Thank you for letting us know about the additional concerns that **************** has.  Please see the attachment.  Xperience Fitness and our billing company, *** Fitness Solutions were first made aware of our member, *********************** wanting to cancel his membership was on 5-3-22.  Also, attached is a copy of *************************** membership agreement outlining our cancellation policy.  Again, without proof of cancellation, Xperience Fitness cannot offer a refund.  Thank you.
  

  
  

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In early 2020 I called and cancelled my membership. I watched my bank statements to make sure it went through and I did not get charged the next month. There were no charges so everything should have been good, I called to cancel and then stop getting billed. Then I noticed months later charges in my account I did not recognize or no what they were and I could never figure out what the charges were and where they where coming from. They did not have a name on it experience fitness just said *** fees which is there payment processer so I don't know how anyone would ever figure out it was experience fitness. After finally figuring it out after a lot of research contacted *** and said it was coming from experience fitness. I had not been there and cancelled 2 years ago. After going back through all my bank statements found out I have been getting charged for almost 2 years as from early 2020 to March of this year. Turns out they did not cancel my membership just out it on hold for a couple months. On my first call they admitted they probably made a mistake it was a crazy time with covid and lockdowns and said they can ****** see I did not check in for 2 years so would give a refund. After weeks of battling with them they said it got denied from corporate. There corporate office is non existent I called many times and emailed and never got a response from them and no one every answers there phone at there corporate office. The gym manager said corporate said I need to prove it and I don't know how that is possible other then common sense. I called to cancel and stopped getting billed right away and they have records showing I did not use the gym or check in for 2 years. The lack of response and how unreasonable and shady there corporate office is is very troubling and suspicious. They stole from me for 2 years and then make it impossible to get a hold of them, there own manager said they are terrible and shady and difficult. They owe me more then 400.

  Business response

  04/18/2022

  ***************** - 16965154

  
  

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

  
  

  Please see the attachment.  On 3-29-2020 ************ reached out to our **************** via email to ************************************ and requested to "freeze" his membership until we reopened, after covid.  Xperience Fitness followed **************** wishes and froze his membership and when we reopened we unfroze his membership as he requested.

  
  

  The first time that Xperience Fitness and our billing company, *** Fitness Solutions were made aware of **************** intention to cancel his membership was on 3-16-22.  If ************ wanted to cancel his membership prior to 3-16-22, he could have followed the cancellation instructions on his copy of the membership agreement (attached) or by contacting ************************************ as he did when he froze his membership in 2020.  At this time, Xperience Fitness will not offer a refund.  Thank you.

  Customer response

  04/18/2022

  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 do not accept this response. I called to cancel, I moved so it makes no sense why I would just freeze my account. If that is the line they want to go with then why would I never be notified that my account was not frozen anymore and I would be billed as regular again? additionally exactly for this reason I find it very shady that they do this on purpose so people like me can never figure out were the charge is coming from by not having there name on the billing statement. They have hundreds of complaints about payments and it is not right for a company either way to **** you with out there name on it so I would never know who the charge is coming from especially when I already called to cancel why would I ever think that *** was experience fitness? Either way shows the ethics of this company when they know ******************************************************************************************************************************* to pay for it like im giving them my money for charity. I love there response to about emailing corporate when there corporate office does not return voice mails, emails, and can call a hundred times and never get a hold of anyone. This company is very unethical and a joke they know exactly what they are doing, have hundreds of complaints when they only have a handful of gyms you would think by the amount of complaints they have they operate ***** gyms nation wide. There own employees told me how bad of a company they are how shady they are and why even people in management are leaving. Once again i do not accept this response they owe me two years of membership fees. All could of been avoided if they were honest and cancelled it like I said when I called when I moved or at the very least sent me something saying my membership was unfrozen could of handled it right there and if they have there name on billing statements. 
  
  Regards,
  
  *****************

  Business response

  04/22/2022

  ***************** - 16965154

  
  

  Thank you again for making us aware of the additional concerns that ************ has.  Xperience Fitness has never accepted verbal cancellations this doesn't provide members with proof of cancellation which is why we have a cancellation policy that is on the first page of our membership agreement.  Also, on the first page of our membership agreement, it explains that *** Financial will be collecting the monthly membership dues on said account.  Besides their logo on the membership agreement, they also proving their complete contact information.

  
  

  Xperience Fitness did exactly what ************ instructed us to do via email, "I want to freeze my membership until the gym opens back up", please see the attachment.  Xperience Fitness froze **************** membership and unfroze it when we reopened.  We feel that in this case, ************ could have avoided this situation by simply reading his signed membership agreement.  Xperience Fitness will not issue a refund. 

  Customer response

  04/26/2022

  How is there proof other then calling to cancel I stopped getting billed and I never returned to the gym again? Its pretty sad that it is obvious and they are trying to pull every trick in the book not to make this right. It is obvious I am not some scammer or making up some story yet they are still willing to do everything possible not to make it right. They are scammers and shady company it took having to file a complaint just to get a hold of anyone or even get them to respond, what does that say about the company? I don't accept this response or anything less then a full refund. And the so called reaching out to corporate to freeze, they had a thing pop up right on there website a little box for everyone to freeze membership if you wanted. Never talked to them directly and then called when I moved. I never told them I wanted to reinstate anything and was never notified that anything was reinstated. That does not sound shady? why would they not notify people unless they did not want people to know so exactly what happened to me would happen to others. I really never dreamed I would have to fight this hard just for a company to refund money for a service I never used and proved that. Can go back and fourth all day on my side verse there's but at the end of the day it blows my mind regardless that I have proof I never stepped foot in the gym again so I obviously thought I cancelled and why they wouldn't make it right with a customer. What cost did they incur by me not using the gym? Zero so its not like they are taking a loss or giving anything back that is not mine. Instead they would rather keep my 400 dollars of hard earned money knowing they did nothing to justify that and I did not cost them a ***** because I never used there facilities. 

• Initial Complaint

  03/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  2 years ago took a free trial at experience fitness in ****** they been taking 29.99$ out since then l signed no contract nor set foot in there. l never noticed money being taken out l just assumed they wouldn't do something like that .

  Business response

  03/18/2022

  Re: ***********************/16800874

  
  

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

  
  

  Attached is a copy of a signed membership agreement by ******************.  Moving forward, Xperience Fitness has canceled ********************** membership.  Thank you. 
  

  
  

• Initial Complaint

  02/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Several employees from Xperience fitness ******** location hassled me to sign up for this with no money down. Mackenzie from the club said I could use it like a free trial and cancel if I decided not to use the membership anymore. Before my billing date, I went to the counter at the center and spoke with a mid 20s, African American employee who said he had cancelled my account. I asked for confirmation that I would not be billed on July 29th for *****. I reached out several times both by phone and email and was only responded to by email once. His name is **** L and he stated that because the employee did not cancel my membership properly, I would not receive a refund. He then ignored my multiple attempts to reach out and remedy the situation. I would like to be refunded.

  Business response

  02/17/2022

  Re: Trinity ***** - ********

  
  

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

  
  

  After reviewing the complaint, it is clear that ************** did not follow the cancellation policy from her signed membership agreement, please see the attachment.  Xperience Fitness requires a 30-day notice of cancellation which clearly wasn't followed by **************.  After joining Xperience Fitness on 6-29-21 and using our services through 8-19-21 after said mentioned of cancellation, Xperience Fitness will not be offering a refund to **************.  Thank you.

• Initial Complaint

  01/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  When Covid was in our country I contacted Xperience in Roseville ** to put my husband and mine membership on hold. We were told that was not problem. I contacted them several times to say, I still was not comfortable coming back to the club. They were fine. I received an email and had a conversation with a ***** who no longer is employed with them saying I was due back in February 2022 and my husband was due back in September 2022. This past week I called to see what my options were and I was told that my membership expires in February 2022 and my husband in September 2022. I said that was wrong as I was never told a date I had to return by and you can see that I have not used my membership since Covid started. I now have sent numerous emails, they have been sent to someone else. I also get emails stating not their problem, but somebody else should help me. I call and they say that person is off. I am looking for a refund for the portion of my membership that I did not use. They should be able to see the last time my husband and I went to the club.

  Business response

  01/25/2022

  Re: ******************* - 16483389

  
  

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

  
  

  After reviewing the notes on ****************** account, she should have been fully aware of when her membership was coming off freeze.  Please see the detailed notes below from our customer service representative. 

  
  

  6-23-20 - 1:06 pm.  **** wanted to do a (4) month freeze on her membership.  Extended the expiration date from April of 2021 to August of 2021

  
  

  6-23-20 - 1:10 pm.  Good afternoon ****, this is to confirm that your membership was extended to August of 2021 and ***** membership was extended to March of 2022.
  

  
  

  9-4-2020 - 12:09 pm.  Extended out expiration date another (6) months until February of 2022 due to member not feeling comfortable with Covid and doesn't want to jeopardize her family.

  
  

  9-4-20 - 12:17 pm.  Good afternoon ****, this is to confirm that ***** membership is extended out to September of 2022 and your membership is extended out until February of 2022, take care.

  
  

  Xperience Fitness has submitted a refund of $21.58 for ****************** account and a refund of $101.78 for ****************** account.  Xperience Fitness will consider this matter closed.

  
  

  Customer response

  01/25/2022

  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.
  
  Dear Xperience,

   

  I had a conversation with *** on the phone and she informed me that my reimbursement would be rated from our last visit to ****************** until when our membership ended.  The reference of dates you have provided, where never provided to me with any emails.  If you have those emails, please provide them to the BBB so we can read them.  I was told we could put our memberships on hold and was never told how long they would be on hold.  As stated prior, we thought we had to be back in February 2022 and September 2022, not that they ended.  Thus, the amount you have quoted BBB is not correct and not acceptable.  We are looking for a reimbursement from our last visits, which I believe *** said were March of 2020.  
  
  Regards,
  
  *******************

  Business response

  01/31/2022

  Re: ******************* - 16483389

  
  

  Thank you for making us aware of the additional concerns that ************** has.  As requested, attached are the notes/conversation that our customer service department has had with **************.  After reviewing the notes, ************** was made aware of the dates that their memberships were on a freeze.  Xperience Fitness is not obligated but is willing to refund ************** $215.82 and ************** $216.27 on their memberships.  Xperience Fitness will consider this matter closed.  Thank you.
  

  
  

  Customer response

  02/02/2022

  [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

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Tuesday Jan 04, 2022 11:24 A.M. I file a complained with experience fitness. manager ******************* at ****************************************************************************** his cell number is ************** about I refuse to paid any maintenance because they are not maintaining their equipment fix, did took picture and they also took many pictures. I was credit 10 months , I closed my membership with(6) months left of a total $164.94 $ ***** x 6 months. I been trying to get my refund.

  Business response

  01/18/2022

  Re: *********************/16469105

  
  

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

  
  

  After reviewing ****************** account, it looks like his membership was credited 10 months of no membership dues.  ************** canceled his account with Xperience Fitness on 1-5-22 which appears that ************** is due 6-months of a refund.  Xperience Fitness will refund $164.94 back to ****************** **** on file within 3 to 7 business days.  If the **** on file is no longer valid, the refund process through our billing company, *** Fitness Solutions could take up to 30 business days.  Thank you.

*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. ↩