20 Customer Reviews
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Review from Tim F
1 star03/22/2024
I also had an issue with Xperience closing my gym location (***** *******) and then transferring without my permission my membership to a local ****** *******. I immediately contacted the home office in Appleton WI. I spoke with a person named Jen who promised to refund my money. She never sent me the refund that she promised. I have spoken with her on several other occasions and she keeps telling me that "my check is in the mail". She is obviously just toying with me because she knows that they already have my money and there is nothing I can really do about it. Stay clear from these horrible people and their dishonest business practices. They are really nothing more than con artists & frauds. Stay clear!Review from Lekan O
1 star11/03/2023
I used to be an Xperience Fitness member in Wisconsin until they closed all Wisconsin locations with no notice or explanation. One day they were open, the next day, all Wisconsin locations were closed. All memberships got transferred to Planet Fitness without customer consent. No company that cares about it's customers does business this way.Review from Barbara W
1 star08/26/2023
As others have stated, they closed their doors for all their Wisconsin locations with NO notice (unless you count the email sent 2 hours prior to their closing time) and transferred memberships to Planet Fitness, providing credit card/bank information to them without the members knowledge or agreement. There was also no clear communication on how the billing was going to happen with Planet Fitness and when/if we could cancel without penalty. The Planet Fitness employee lead me to believe we had a month to decide, but within 10 days (July 14), billed my credit card with Xperience pricing, 3 times higher than Planet Fitness charges for the next month (July 14 - August 14). I went in the a.m. of July 15 and said I didn't want the membership, yet somehow I am bound by a 30 day notice? (I have disputed this with my credit card company, but have not gotten a response yet.) Additionally, my husband was charged for Xperience's ANNUAL maintenance and cleaning fee of $45 three weeks (6/3) prior to their closing their doors. When I disputed the charge with the credit card company, Xperience's response was that the gym was still open in June. We did NOT dispute the monthly fee that we paid for either of our memberships in June, but an annual charge for which we get no benefit for 11 of the next 12 months is not acceptable. At a minimum they should prorate the return (11/12). How can any of this be legal?
Xperience Fitness Response
09/01/2023
*******, thank you for your customer review and for letting us know about your concern. If you are seeking a refund for your annual fee, please email your information to ********************************************* Thank you.Review from Joseph H
1 star08/21/2023
They are taking money without permission and are saying it will take 4-6 weeks to get a refund. You took my money without hesitation and without approval, the trainer said that everything was done and shut off after one payment was done. We went in and made the payment then the very next day you take double of what was taken the day before. Then tell me and my family that it will take 4-6wks to get it back. Beyond frustrated, $1500 in two days is a lot of money for anyone. I used to love coming to this gym. staff was nice and supportive, but when it comes to money, I don't recommend this company to anyone.Xperience Fitness Response
08/22/2023
******, Thank you for your review and for bringing this to our attention. After reviewing your account we noticed that your personal training invoices from May, June, and July declined. After you made a payment at the club and updated your billing, the other past-due invoices were collected. Xperience Fitness has submitted a refund request for you. Thank you.Review from Matt O
1 star08/12/2023
What I dont understand.How you can have at times 3-4 staff-employees at the front desk that are untrained to be perfectly honest.They can sign me to a membership and take my money. But as soon as want to Cancel membership. You all cannot help me.Ive been with you for years. Definitely going downhill.No interest and will never go back to your gym.I got the id code that needed to cancel membership and also reached out to *** financial and given written notice of cancelled membership.You make it more complicated to cancel membership than needs to be. When can simply train your employees.If I remember right, Im pretty sure I was sent a confirmation (*** financial)that you received my cancelled notice. This is back in December.I moved out of state. And finding out you been charging me for the last 6-7 months. You owe me around $250 roughly. And then you send me abnoxious texts as of lately my membership will have issues when this already should have been Cancelled like I said in December.As if I didnt have enough going on with a transition and Move.I have no interest in your gym and will never go back!Train your employees.If you take the time to read this Thanks! And do yourself a favor and Find another Gym.Xperience Fitness Response
08/14/2023
****,Thank you for making us aware of your issue. It looks like you spoke with our billing company, *** Fitness Solutions on 12-13-22 to cancel your membership. We apologize that they did not cancel your membership, we are unsure why this didn't happen. Moving forward, Xperience Fitness has canceled your membership and will submit a refund of $231.66. Please send us your new mailing address to ************************************* Thank you again for bringing this to our attention.Review from Nick L
1 star08/02/2023
I bought a membership on Sunday and the gym was closed permanently on Thursday night with no notice ahead of time. I was charged for a monthly fee despite the gym closing that location within a week. My membership was then transferred to planet fitness without notice and without information regarding cancelling the new membership which resulted in me being charged again days later by Planet Fitness for another month. The owners have refused to answer questions from the media and former members and turned comments off on the gyms social media pages.Xperience Fitness Response
08/03/2023
****, thank you for your review. If you would like to cancel your membership or obtain a refund please send an email to: ******************************************** include your first and last name along with your phone number on file **************. Thanks.Review from Eric C
1 star07/11/2023
They have 1 rower on the floor. I've been telling management for over 2 weeks the chain is slipping, was ignored. Today I went in the machine was unusable. I called Corp they said they are waiting on oil to fix it, it would be a full week before I could row. Don't know about you but I cant take a week off my routine for no reason. They have 7 other rowers in a locked classroom, but they will not use, said they are for a class. I went to 2 other gyms in Woodbury, one has has 3 rowing machines on the floor and they all work, the other has 4 working rowing machines on the floor.. I know 2 other people who left the last week, I know why they left now. The place is also very dirty, all the staff sit around on cell phones all day except the woman, weekdays AM, she is the only staff member *** ever seen doing anything other than talk on the phone. Mass exodus, all the locations in ********* closed this month. Do not give your money to Experience Fitness.Review from Craig M
1 star06/30/2023
This gym sold our memberships to another gym chain (including our private banking information) and closed their doors permanently without any notice. There was a post on their ******** page 2 hours before their doors were closed permanently in WI. They still operate in *********Xperience Fitness Response
08/03/2023
*****, thank you for your review. If you would like to cancel your membership or obtain a refund please send an email to: ******************************************** include your first and last name along with your phone number on file **************. Thanks.Review from Carin M
1 star06/29/2023
They closed their doors for good with NO WARNING! Took our money... REFUSE TO FUND US! But sold to another company & all they can say is we still have a gym! They can't decide where we go to the gym! WE WANT A REFUND! We can make our own decisions where we go to the gym! Not YOU! Plus we don't know how long it'll take a new gym to open. Bad business choices are why you failed...Xperience Fitness Response
08/03/2023
*****, thank you for your review. If you would like to cancel your membership or obtain a refund please send an email to: ******************************************** include your first and last name along with your phone number on file **************. Thanks.Review from Pablo G
1 star04/26/2023
Multiple gym - locker break ins. No security, not staffed. Doesn't feel safe, no accountability. No reason for a business to operate like this with no care of their members that pay for services.
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