My wife signed up with Xtreme Fitness in August and began working out there on a fairly regular basis. I went with her at one point and the gym seemed very nice as did the employees. One of them talked me into signing up with them - this was after I attempted to use a 2-week free pass they had given my wife as part of a promotion they were running. I was told that I couldn't use the pass as it had expired (though there was no specific expiration date on the pass) but if I signed up that day they had a great deal to offer me - a $49 startup fee, to be deferred to a later date, and only $19 per month. I agreed but as a stipulation I told them they were not to run my card for the $49 fee. This was even written in ink on the contract and signed by the employee.
At some point the $49 fee was nearly doubled. Someone tried to explain that the $49 fee was good only on the day I had come in and since I had opted to defer it, it increased. Fine, I thought, I'll play your game. All I want is a really nice gym with nice equipment where I can work out, as the other gyms in town are not in that great of condition.
Eventually the fee was billed to my card, which is linked to my checking account and it overdrew my account, so not only did I end up paying their hiked up fee but overdraft charges as well. I called Xtreme fitness and despite my seething anger I was polite and cordial, asking to please speak with a manager or staff supervisor.in fact, I called multiple times asking for the same thing. Each time I was given the runaround. They'd tell me that the managers were all in meetings or out of the building (at various times during the week), gone for the weekend (at 10:00 AM on a Friday) or on vacation. After nearly a week and a half of calling I managed to contact the employee who had initially signed me up. I was again told that no managers were available, so I explained the situation to him. He seemed genuinely concerned and promised to contact his supervisor and get back to me that same day. Two days went by and still no call. When I called back to talk to him I was told (after being on hold for ten minutes) that he was not available.
A week later I called and he happened to answer the phone. He apologized and asked what kind of compensation I wanted due to this incident. I'd already fixed my bank account and paid my fees; I told him that some free training sessions (normally $50 each) would suffice. He said he'd run that by his manager and get back to me.
Two weeks went by. Not a single phone call back. I'm very busy where I work and cannot just drop what I'm doing to make personal calls. I finally had some free time during the week and I stopped into Xtreme Fitness. I was greeted by an older gentleman whom I'd never met before. As soon as I told him my name he got a real funny look on his face and his attitude went from friendly to moderately hostile. I once more explained my situation. He told me that he was 'somewhat' familiar with what had happened but as he understood it, Xtreme Fitness had reached an agreement with me. He also claimed that I had given permission for my card to be billed for the fee. I told him he should look up my file and see the note written on the contract specifically stating they were not to run my card. He smirked and told me that I was wrong, I'd given permission and he'd show me where I'd done that. He disappeared into an office for about two minutes, then returned looking somewhat sheepish and had no paperwork with him. He asked what kind of compensation I wanted!
He obviously knew that Xtreme Fitness had made a big mistake (not the first, as I've seen several similar cases on usacomplaints.com). I reiterated that I wanted free personal training sessions. He agreed to pay for two training sessions, which amounted to just over what I'd paid in fees and overdraft fees to my bank. I was pleased with this outcome. He told me he would have one of the personal trainers contact me asap.
It has now been a whole week since then and I've still not had a phone call.in fact, one of the employees there called my work, not for me but for another co-worker in a telemarketing attempt. I told the employee of my situation and stated I was not happy that I hadn't been contacted yet. The employee said he would 'look into it' and... Wait for it... GET BACK TO ME.
Don't get me wrong - Xtreme Fitness has some of the best gym equipment I've ever seen, and I've been going to gyms on and off for the last fifteen years. They have separate areas for women to work out if they're uncomfortable around all the testosterone or if they are just self-conscious. The gym is always very clean, and the personal trainers, who are not actually employees of the gym but simply work in the building, seem friendly and knowledgeable. I would still recommend working out there, but be very careful when it comes to how they are billing you. If they will not give you the option of being billed through the mail or paying cash at the counter, I would give them a pass. It's obvious that their billing practices are shady and dishonest, and their customer service is deplorable, especially when they have wronged a customer and they know it.
Wilson
Redding, California
U.S.A.
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