Complaints

• Initial Complaint

  03/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I paid for a membership at XS tennis in fall of 2021. I called the business in May 2022 to cancel the membership (there are phone records of the call) because I was moving to a new state. I was told by the person I spoke to that my membership was cancelled and no further action was needed. I was reviewing my bank statements this month and saw that XS tennis never cancelled the membership and has continued to charge me a monthly membership fee for the last 20 months. I called them and spoke to the manager on the phoneshe suggested that I was lying about cancelling my membership. I offered to give her proof of the phone records and proof that I lived in another state after June 2022 but she continued to suggest I was lying about calling to cancel. She refused to refund me my money and hung up the phone on me. I am seeking to be reimbursed, as they kept charging my credit card monthly without my consent. PLEASE NOTE, I looked up the business on ****** there are many people who have had this EXACT SAME PROBLEM (attaching screenshot). I am not alone in this. The organization is poorly mismanaged and you will also see this reflected in the ****** reviews. It is not surprising to me that they made a mistake like this. Furthermore, I was a member of a second tennis club and was able to cancel that membership at the same time without any issue (attaching record of this). I was clearly being charged on my credit card without my consent and demand a refund. Attached are the following: 1) phone record indicating I called to cancel, 2) another ****** review with the same problem, 3) evidence of my successful cancellation at another tennis club, 4) proof that i left chicago in June 2022 to move thus requiring membership cancellation.

  Business response

  03/14/2024

  It is very easy to terminate a contract when a client makes this request. We simply click the terminate button to terminate the contract, clients can terminate at anytime. The cancelation verbiage is on our webpage: To Cancel your membership, or set it up for non-renewal, email *****************************************

  We never received an e-mail from Ms. ***** In some cases, individuals will state that they requested a cancellation hence we require it in writing. 

  In addition, Ms. **** disputed the charges with her credit card company so we could no longer address a possible refund. 

  Customer response

  03/15/2024

   
  Complaint: 21375115
  
  I am rejecting this response because: the membership contract I was given in 2021 did not state that an email response is necessary to terminate the contract. The business could have easily amended the membership contract after the fact to indicate an email was necessary to cancel. Further, the business keeps mentioning that it is easy to cancel. The level of ease to terminate a membership is irrelevant, even though it seems that its not easy to cancel given that there are other people who have been in my situation. Whether it is easy or hard to cancel, My membership was not terminated as I asked. The individual from the business that I spoke with on the phone when I called to cancel stated that no further action was needed on my part after verbal indication of my desire to cancel. The business is lying. I am able to stop the credit card dispute if the business is able to come to a resolution with me, however I was treated incredibly rudely by every person I have interacted with from this business. 

  Sincerely,
  
  ******************* MD

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had a monthly subscription to XSTennis for my son. I tried multiple times to cancel the subscription, but XS kept charging my credit card. I sent two email messages, but for 12 months I was charged. I sent an email on October 15th 2022 and an email in March 2023. XSTennis ignored my emails. When I was finally able to get in touch with them, they refused to refund the money I had been paying monthly since trying to cancel my subscription. They claimed that I had emailed the **** person. In fact, I emailed the only email address that was available at the time, which I got from the website. The website had only one contact email. This strikes as part of the predatory nature of business; they want to make it very difficult to contact them to cancel a subscription.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩