• Report: #785701
Complaint Review:

Capital Fitness

  • Submitted: Thu, October 06, 2011
  • Updated: Fri, October 07, 2011

  • Reported By: Lindsey — Aurora Illinois United States of America
Capital Fitness
Aurora, Illinois United States of America

Capital Fitness XSport Fitness Completely Ripped Off For Personal Training Aurora, Illinois

*Author of original report: Update on original report.

*UPDATE Employee: Call me, if I can be of Assistance

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A few months ago I signed up for a membership at XSport Fitness. While I was there the guy literally took me through steps to get involved in Personal Training without telling me what it was for. The next thing I knew, I was signing contracts, not ever fully being detailed on what I was enrolling in. Once I realized this mistake I tried to back out of it, and he talked me into just trying it.

He said that the first appointment is free, I can see how I like it and if it doesn't work out I can cancel it within 3 days of that first appointment. I asked him multiple times if I could cancel, and he assured me it would be no problem.

When the first free appointment date arrived, the trainer called and cancelled and tried to reschedule. I was in school and worked at the time, and we could not find a date good for both of us, so he took my name and number and said he would call to reschedule, which he never did.

Several phone calls and messages later to my XSport saying I would just like to cancel the personal training all together, I kept getting pushed back and back. So I decided to call customer service who informed me, I had 3 days from MY SIGN UP DATE to cancel and now I was in a binding contract that I could not get out of except for a medical reason or if I moved more than 25 miles away.

I was at work and had to hang up quickly with the customer service representative, and he took it upon himself to move out my payments without notifying me so a month later I was surprised when they overdrew my bank account. (At this point I still had not gotten any sessions that I was paying for)

So now I moved in with my boyfriend's brother just to relieve this headache, and as if that wasn't an inconvenience enough, I better actually receive my refund, which is a total of $1,700.00.

This report was posted on Ripoff Report on 10/06/2011 05:13 PM and is a permanent record located here: http://www.ripoffreport.com/reports/capital-fitness/aurora-illinois-/capital-fitness-xsport-fitness-completely-ripped-off-for-personal-training-aurora-illinoi-785701. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Author of original report

Update on original report.

AUTHOR: lwallwin - (United States of America)

Since this report has been filed, I was contacted by the director of customer service who worked with me to find a solution to this issue. I am now very satisfied with this experience, and she listened and helped me completely. If you have an issue with this company, I would highly recommend to contact someone in the customer service department.
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#2 UPDATE Employee

Call me, if I can be of Assistance

AUTHOR: kelly cartwright - (United States of America)

Dear Lindsey:

I am Kelly Cartwright, Director of Customer Service, XSport Fitness.  I have just read your submission and want to help you anyway I can.

Please contact me at 630-556-4014.  It is our desire at XSport Fitness to give great customer service.  Clearly you are dissatisfied, (as listed in your report).   I would like to work with you to rectify the situation, to your complete satisfaction.

Please email me at kelly.cartwright@xsportmail.com, or call me at your convenience.  Please know that it is my sincere intention to amicably resolve any member/customer issue.

I look forward to hearing from you.


Kelly Cartwright
Director of Customer Service
XSport Fitness
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