ComplaintsforXperience Fitness
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Complaint Details
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Initial Complaint
01/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They have been taking my money since 2020 October and as October 2021 according to my bank statements and probably more I have to check. I have visited their center several times trying to get this solved and nothing has been done after speaking with the manager and the corporate office with them and nothing I need my money and now I loved their facility and wanted to join again in the future but not after this.Business response
01/06/2022
Re: *********************** - 16428052Thank you for making us aware of the complaint our customer, *********************** filed with your office. Our **********, ** location always strives for excellent customer service, and we appreciate the opportunity to respond.************** came into our ********** location on 8-10-2020 and filled out a membership freeze form which cannot be confused with our membership cancellation form, please see the attachment. ************** signed off and acknowledged she understood our freeze policies and the requested freeze dates. On 10-25-2021 ************** contacted our customer support center and canceled her membership and no funds have been withdrawn from her account after that point.Without proof of membership cancellation before 10-25-2021, Xperience Fitness will not issue a refund. Thank you.Initial Complaint
11/15/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Xperience fitness. Wrongfully deactivated my account on 11/15. I have made several complaints and tried to reach out to xperience fitness due to continued harassment by the general manager. Said general manager lied to get my account deactivated. GM was very rude and aggressive towards me In front of my children and lied about the number of children that were in the kids club saying their were 8 when there were only 6.Business response
11/16/2021
Re: **** ******* * ********Thank you for making us aware of the complaint that our customer, **** ******* recently filed with your office. Our **** ******* ** location always strives for excellent customer service, and we appreciate the opportunity to respond.Our Corporate Office reached out to Mr. ******* yesterday, November 15th. Xperience Fitness will be investigating his claims but, in the meantime, we have reactivated his membership and per Mr. *******'s request, have transferred his membership to our ******* ** location. Thank you.Customer response
11/17/2021
[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:
Although it is troubling that Xperience fitness would deactivate my account without first doing an investigation and would not return my calls or emails without me having to take further actions. I accept the resolution. I would like it documented that the "investigation" didn't start until after I threatened to report this matter to the attorney general's office. Also having to transfer locations because of continued harassments from one of their employees is unacceptable and unprofessional. I will open another complaint with the BBB if any of the terms of my original agreement (membership fees increase) have been changed due to this incident without my permission.
Thanks for your help and support,
**** *******Initial Complaint
11/08/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I canceled my Xperience fitness gym membership in 2017. I went through the proper channels to do so, at the time you had to go into a gym - not online, which is their process now. I assumed all had been accomplished and come to find out four and a half years later they have been charging my card and never canceled my membership. I called the corporate office, they escalated to "Senior Leadership" and the resolution was to start a new membership and get it free for a year (I canceled for a reason, what would starting a new membership and getting it free for a year help the last four+ years of charges that should never have been taken?) or find the documentation to show that the membership was canceled. After four+ years, I did not retain that documentation. The error is on their staff at the **********, ** location, who I was informed by another employee (at the ********** location) that they had many a complaint of cancellations not being properly filed and there had to be a complete staff overhaul at the ********** location. This is $1,250 they took without authorization. Should they continue to refuse to fully reimburse, I will take action with my credit card company and **** these charges as fraudulent.Business response
11/15/2021
Re: ***************************** - 16111683Thank you for making us aware of the complaint that our former member, ***************************** filed with your office. Our **********, ** location always strives for excellent customer service, and we appreciate the opportunity to respond.Xperience Fitness does not have a cancellation on file for ******************** and we are unsure how the monthly payments went undetected for four and a half years by ********************? ******************** mentioned that he canceled his membership in 2017 but, he was contacted by our billing company, *** Fitness Solutions on 11-1-2018, see the attachment and he updated his billing method on file on 9-3-2019. Without proof of cancellation and with the discoveries made on his account that were previously mentioned, Xperience Fitness will not issue a refund.Initial Complaint
10/14/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
My 15 year old minor child was illegally signed to a gym membership contract with xperience Fitness without my consent. One of their sales representatives forged my signature on the contract giving parent consent. When my son realized he was being charged for the most expensive membership, he brought it to the attention of the sales manager, who told my son that his account would be cancelled and a student membership set up. Instead an additional account was set up resulting in my son having funds withdrawn from his bank account for two memberships. After going through his bank statement we found that almost 900$ have been withdrawn from my minor child's bank account resulting in excess bank charges. Numerous attempts have been made in communicating with xperience Fitness in regards to the mistake made on their behalf and each time we were told that it would be taken care of. We have been stalled and lied to by Xperience for months.Business response
10/14/2021
Thankyou for making us aware of the complaint our customer, *************************** filedwith your office. Our ************, ** location always strives forexcellent customer service, and we appreciate the opportunity to respond.
OurHuman ******************* is now investigating ********************** claims on her BBBof WI Compliant. After their investigation is completed, Xperience Fitness willtake the necessary corrective action, if warranted. On 9-24-21 our billingcompany, *** Fitness Solutions released a refund of $43.04 being deposited intoMs. ********* son's checking account ending with 8310. This process willtake **** business days. After we review the back statements attached, wewill refund any and all bank fees as well.XperienceFitness ************, **
Business response
10/21/2021
Re: ***************************/16018849Xperience Fitness has reached out to ****************** and believes that she is satisfied with the outcome. Xperience Fitness would like to thank ****************** again for bringing her concerns to our attention.
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Contact Information
Customer Complaints Summary
57 total complaints in the last 3 years.
16 complaints closed in the last 12 months.