Xcel Fitness — Local services in Holladay

It’s a nightmare to cancel from this place and they have the worst customer service I have ever experienced. I have been trying to cancel my membership for 3 months now, since 11/9/19. I started at the front desk where I was given a card with a phone number and email address on it and was told to call the number to cancel. I was also told that I needed to give a 30 day cancellation notice. So I asked if I could switch my membership from CrossFit to yoga for my LAST 30 days. She switched it with no problems. If only canceling could be that easy right. I called the number when I got home and it was the front desk lady that gave me the card. She then told me to email the email address on the card and write that I want to cancel with my full name and barcode. So I did. Never heard anything back and assumed it was going to be canceled in 30 days. Never used the membership in December because I thought it was canceled. I also had a work schedule change so I didn’t have time to use it anyway, which is why I canceled. At the end of December when a reviewed my credit card I saw that I was charged for December. So I emailed again, this time I got a return email that had a cancellation form attached to it. The instructions in the email stated that I need to sign the form and pay an additional month. I then stated my case and who ever is on the customer service email was not willing to help me out at all. They said that they reviewed my history and it showed that I continued services when I switched my membership to yoga and that I needed to pay before I started getting additional fees. I explained to them again that I had the front desk switch my LAST 30 days and I got no response. So yesterday I went to the front desk to pay for this month and my balance showed 104.99 instead of the normal 79.99. Not sure where the extra 25 came from still waiting to hear back about it. Total so far I have paid just about $160 on a membership I’m not going to be able to use. I seriously feel like I’ve had $160 stolen right out of my pocket. Do not use this gym. The facilities are decent, but I can think of 3 other gym that are just as nice with out the hassle. Why are there not cancellation forms at the front desk? Why are the front desk employees not properly educated on the cancellation policies and procedures? Why is the customer service not accommodating at all? So many questions. Seriously not worth it guys. I have canceled memberships to other gyms with no problems and it has always been done at the front desk which is...

I don't write reviews often, but Xcel truly deserves it.

I've spent countless hours in gyms over the last 20 years. From globo facilities Gold's/Vasa, to dirty garage gyms, to Rec Center fitness facilities, to Crossfit boxes. While those places can get the job done, there was always a tradeoff or something lacking.

Xcel Fitness is the first & only gym I've been to that smashes every aspect across the board. Equipment, space, facilities, people; it is as close to 'gym perfection' as one can possibly be.

The Facility: Of course it has all the 'standard' equipment you would find in a typical gym, plus a multitude of classes & Crossfit if that tickles your fancy. Exceeds my expectations for cleanliness and organization, especially with the amount of hard work that goes on in there. Yet, the devil is in the details... Space to get your funky movement on? Turf & sleds? Fractional weights? Rigs & racks? Big boy sized kettlebells to 100+? Reverse hyper? Jerk blocks? Rowers & air bikes? Bumper plates and lifting platforms? 100+ other obscure but necessary pieces of equipment? Check, check, check...

The Staff & Trainers: The front desk staff are great people and I am always happy to see their faces when I walk in. The trainers are an incredibly effective and diverse group. If you have a specialty or are unique; there is one for you. It doesn't matter if you are an athlete, pregnant, young, old, in great shape, or in terrible shape; there is a trainer that can focus on your situation and goals to great effect. I have met many of them personally over time and each one is happy, passionate, and knows their game.

The People: You are going to see some of the fittest people in Utah here, spanning across all age groups. This is not an accident or coincidence; it is a testament. People at the top of their game gravitate to Xcel, and achieve fantastic fitness goals here. I have never had any conflict; everyone I have bumped into is respectful and nice (though some may be quite intimidating at first glance).

Bottom Line: This is my Iron Paradise; I couldn't ask for a better facility. This gym is not for everybody... If you are looking for the cheapest cost, or don't understand basic contracts with 30 day cancellation clauses, or feel intimidated in a high performance environment; it may not be the right fit. However, if you want to be with the best, at the best facility, and push yourself to be the best you can be = Xcel is the place!

Ok back to my...

I recommend to never sign up with them. Everything is ok for as long as you use the gym but once you cancel, they show their real face. I did not use the gym forever, froze my membership at $15 per month for not using it, due to Covid and how gym members acted during Covid. Now where I finally cancelled and they got all those monthly freeze payments in addition to the regular bi-annual gym maintenance payments of $25 for a gym I do not use, they charge me $85 for another month of not using the gym because they pretend that they can not cancel a frozen membership. If you do not agree, they do not allow you to cancel, defacto holding you hostage. So, you are forced to pay for using the gym when you cancel due to none use. None of that is made clear when you sign up with them. So, not using the gym and trying to get out of the contract cost me to date about $400!!!!!! Greed is a total understatement for that, and all that during Covid. Totally shameless.

When you point out that $300 should be enough for not using the gym instead of $400 you are being called names by Xcel Fitness, being called disgruntled. That speaks for itself and shows how Xcel Fitness really thinks about its customers. And as we are on it - that silly T-Shirt I was supposed to get more than 2 years ago when signing up, that make you feel important customer pitch, I never got. They did not have my size and once they cashed in on the membership fees they had no more motivation to get me one even though I asked several times. Was not important to them I guess as they already accomplished their goal, getting another person on autopay. And then there was the employee who liked to often close down the hot tub during gym hours because he did not want to do the cleaning after hours, blocking high paying clients from using the facility as advertised and contracted. But hey, customers who do not like being treated poorly are quickly called disgruntled. Who knows if you happen to read this, you might be the next one being called that way if you have an issue with how they conduct business. So, prepare yourself. The moment you do not submit a positive review, you are fair game for...