Xsport Fitness — Attraction in Downers Grove

I have been a member of X-Sport for over 20 years. For the last 15 years or so, I have paid a monthly membership, which allows me to use most of the X-Sports in the greater Chicagoland area.

My credit card was compromised several months ago, so I obtained a new one from my credit card company. I failed to update my credit card with XSport, so was prompted to do so when I visited the Downers Grove, IL. location in the middle of February. I gave the attendant my new credit card, and was told I would get charged as I had been getting charged previously for the last 15 years or so. However, upon receiving my credit card statement from February, I noticed two charges from XSport (one from Downers Grove, and one from Lyons). (I used to reside by Lyons, IL. and started off at that X-Sport location). For years, my monthly fee was documented as “XSport Lyons-CKFR” plus the fee on my credit card statement. For the month of February, I noticed that charge, AND a charge of the same amount from “XSport Downers Grove.” So, I decided to call the Downers Grove location, and straighten this out.

Upon calling, I was put on hold, and eventually disconnected. Confused, I called back. I was again met with silence, and stated “Hello, is anybody there?” I was met with “Hold on-I’m checking.” This seemed odd, as there was no formal greeting as is the case in all customer service calls. I stated how I was charged twice, and the manager, Frankie, stated she only saw one charge on my credit card, and there was nothing she could do. Confused, I stated again I had two charges, and tried to explain how I had been using the same membership for years, and should only be charged once. Again, she stated in a curt tone there was nothing she could do. (She told me I could wait and see if the charge went away on my credit card, but to no avail, I was unable to explain successfully how the transaction in question was not pending, but authorized per my statement). Frustratingly, I asked “Should I come in to get a resolution?” and was again met with a dismissive statement that I could do so, but there was nothing she could do, and that I should call XSport’s Corporate Offices. I stated in exasperation that I indeed called Corporate, and waited 30 minutes the day before, and around the same time that day, and could not get a hold of anybody in those offices. So, again, I asked “What do I do? I can’t get a hold of anybody?” She stated very dismissively “Corporate.” So, in exasperation, I decided to call my credit card company in order to get a resolution to this matter.

There is no reason for XSport to treat their customers like this. Basic customer service should be something that employees of XSport follow, not dismissively treating their customers as if they are being bothered by them when there is an area of concern. I was at fault for not updating my credit card with XSport after the old one on file was compromised. However, I was treated rudely, and don’t know why. I have paid a lot of money to XSport over the last twenty years, and am wondering if it is even worth it anymore if this is the way their customers are treated when there is an issue of note. (I had a similar issue with XSport several years ago, and am beginning to think this is their standard business practice).

(UPDATE) Jessica, and Kelly Cartwright (Lewis) director of Customer Service, reached out to me. I talked to Jessica on the phone, as she was extremely helpful in enabling me to understand my charges, and in agreeance that the customer service exhibited was not at all appropriate. (She even credited me a free month). Both individuals are very professional, and helped me to resolve my matter. I greatly appreciate them getting back to me in the manner and time they did. True...

Do not sign up for personal training and I'd probably try to dissuade anyone who wants to sign up for corporate membership as well. I've been dealing with these people for 2 months now, and have gotten literally nowhere, and I'm out almost $500 bucks for no good reason.

Here is the chronological list of events that have happened that make me want to persuade anyone who wants to give these people money to turn around and walk the other way:

1.) I went in to get personal training and was convinced to get a much more expensive training package than I could afford (I told them I could afford around $200 a month and was signed up for a $450 - $500 a month contract.)

2.) I went in two days later to cancel my contract per the three day limit the contract says I have to canel it. I was initially told that I couldn't cancel it and I'd have to restructure my payments until I had to remind him of what the contract states about having three days, at which point he convinced me to restructure the contract anyways to once a week personal training for $200 a month.

3.) I was told by manager in issue (2) that I wouldn't get charged the $450 - $500 for the next time I get charged, and I mean I really confirmed that with him because it was important to me not to get overdrafted. I got charged the $450 - $500 anyways and had to pay a $30 overdraft fee.

4.) When working with the managers to get a refund for the balance of the money owed me from over charging ($250 - $300), it took almost a week to get it set up, no one was able to help me when I needed it except one of the trainers. The managers I talked to kept pointing fingers to corporate.

5.) About a month after issue (4), I noticed that I was being charged both for personal training, and the membership that was originally being charged to my company. I was told that I wouldn't have to worry about that happening by the manager in issue (1), but it ended up happening anyways. When I talked to management about this issue, they told me to talk to my boss, and after talking to him, he told me to talk to the managers at X-Sport, and after talking to them AGAIN, they told me to talk to corporate.

6.) Trying to make sure that I wouldn't get overcharged again due to unforseen issues, I talked to management to set up bi-weekly payments of $100 to pay for my training. That was set up relatively easy, but I told them to charge the card on the 3rd and the 17th of every month, which they assured me would happen. It didn't happen, as I've been getting charged on the 12th, and I got an overdraft fee on my account again.

7.) The original personal trainer that I signed up with has left the company, and I really only liked him, and have no interest in getting another trainer, as the past issues have left a very bad taste in my mouth about working out at your facilities.

8.) Was helped by my boss and emailed by the Assistant General Manager of the Downers Grove Location, who told me to either go in and talk to Roberto, the Personal Training Manager, or call Corporate again. I went in to talk to Roberto, who although tried his best to convince me to stay, ultimately could not help me and also redirected me to call Corporate.

9.) I called Corporate AGAIN, and was told I would be receiving a call from a Customer Support Supervisor, and that call never came, even after fixing the wrong phone number they had for my file.

I am so beyond done trying to work with these people in a civil manner. Hopefully bad reviews will get their attention more...

My most recent experience at this gym was incredibly annoying. I was harassed by the staff twice in one session and I will never come back to this gym nor will I continue my xsport membership. I would call the corporate office to complain, but they just put you on hold and nobody answers the phone.

My girlfriend and I frequent the gym on weekends. We have been coming consistently for the past 4 months or more. In addition to her and I coming together, I visit 2 or 3 times during the week on my own. EVERY time I come to the gym, I bring a notebook to document MY lifts. EVERY time I come to the gym with my gf, I bring my notebook to document MY lifts.

This past weekend, a trainer came up to both of us and, in an accusatory manner, asked if I was personal training and stated there were numerous complaints that said I was, even though I was actively working out with my gf. I told him I wasn't personal training her, that she was my gf, and offered to show him my notebook if he had any questions. He declined and said that everything was okay and that there was no issue.

About 15 min later another guy came up to me and introduced himself as the general manager. He then told me that personal training wasn't allowed and asked me if I was personal training and stated that there were numerous complaints. I told him I wasn't and SHOWED HIM MY NOTEBOOK AND NUMBERS. I then asked him if he thought that my gf was the one lifting those numbers and he told me that he wasn't there to argue. I asked him who was complaining and he told me that the personal trainers were the ones that were complaining. He told me they had said I wasn't working out but my gf was and I was holding a clipboard and therefore training her. I explained to him that she does her sets and I do my sets separately so that we don't have to keep switching the weights and that I wasn't holding a clipboard, I was holding a notebook with my weights written down. I then offered it to him again and he didn't take it.

We asked him what we could do or what the difference was between us and the other 3 couples that were working out that would clarify that we weren't personal training and he literally said it was because I was holding a notebook that made it look like I was training. The notebook that I offered him and his trainer multiple times to look at.

He then told me he saw me working out so that I was fine and everything was good BUT THEN PROCEEDED TO TELL ME THAT PERSONAL TRAINING WASN'T ALLOWED AND IF I WAS DOING IT THAT THEY'D HAVE TO ASK ME TO LEAVE. So, guy, either you're accusing me of doing it or you aren't. What was the point of the clarification conversation if you're going to continue to accuse me anyways? There are much easier ways to find out if I'm personal training. You can look at the check ins to see how many times a day I'm checking in, how many different guests I've been bringing and how often, or you could look at security footage of that day if you think I wasn't working out. But instead, customer satisfaction goes out the window and you just accuse me and harass me twice during my workout.

I wouldn't be so annoyed if this hadn't been the second incident of stupidity at this gym. The other happened when they updated my credit card info to another customer's account and started billing me twice a month.

I had been a customer with xsport for nearly 6 years or longer, I didn't keep track exactly. And I had to cancel my membership because this...