Custom Built Personal Training 2 Water St.
Haverhill, Massachusetts U.S.A.
Custom Built Personal Training unprofessional inappropriate trainers new trainer each week Haverhill Massachusetts
*Author of original report: District Manager says I can't get money back
I have several complaints and they are as follows. When I first signed up with Custom Built I supposedly initialed a spot on the application stating that I would allow them to continue billing me after my 6 months is over at the rate I started. I was not aware of this and realized after my account continued to be billed. I called to speak to the manager who asked who I had signed up with because he had also had similar complaints. When I told him who he said that the person wasn't telling people and no longer worked for the agency. In order for me to cancel them billing me I had to send a letter to the corporate office in Georgia and it would take 30 days which led into me being billed for another month. I didn't further complain because my intention was to use the time I paid for.
I started with a female trainer who was very nice but I had to take a leave after I started due to personal reasons. When I returned my previous trainer was booked and I had to start with someone else. I started with a male trainer who was a few years younger than me but didn't mind. I later learned that this trainer was very non-professional and made very inappropriate comments. He would take me to the back exercise room and put me through a boot camp type workout where we were alone. I never worked out on the machines where other people were. He made many inappropriate comments calling me honey and babe or when I bent over in certain positions he would make inappropriate comments. He was often on his cell phone texting and when I questioned him about it he said he was taking notes...Yeah okay. I went to the manager and district manager to complain and requested a new trainer. They set me up with a new male trainer who I had 2 sessions with and then went on a 6 week leave.
This trainer was very professional, nice and seemed dedicated to his clients. After working with this trainer I realized I like training with male trainers better because they were stricter and pushed me harder to keep going. Management asked if I wanted someone in the mean time and I said no because I was very happy with that one and didn't want to waste any more sessions on unprofessional trainers. I was told I would be kept up to date on when the trainer was coming back. Six weeks went by and I never heard if that trainer was coming back. I stopped by the office and asked the manager if he was coming back and he said he wasn't. I wasn't happy that no one called me to let me know that he wasn't coming back. The manager set me up with another trainer on 7/18 @ 5:00pm. He reminded me that if I couldnt make it to call 24hrs in advance. I went on the 18th and no one was there. There was no trainer, no managers, and no phone call. I was very upset and when I called the manager on Monday he stated that the trainer he set me up with was no longer with them and didn't apologize till the end for no one being there. I again set up with another trainer for the following Fri. That Friday when I showed up and the District Manger was there and I decided that I had had enough and met with him to complain about the company. The District Manager was very apologetic and stated he fired the trainer who was inappropriate and was going to make sure I got the best service from here on. He said that he had a new trainer who he said I would really like and set up an appointment for me the next Tuesday (7/29). He promised that things would get better and even said he would train me himself if he had too. On 7/29 I met with the new trainer who was good but very into himself. But I decided to give him a chance because he seemed to know what he was doing.
I had another appointment set up with him on 7/31. On Wed night, 7/30, I got a call from the District Manager stating that that trainer was no longer with the company (no surprise) and that he would be training me on Thursday. Today I got a call from the District Manager stating that he needs to cancel because his puppy is sick. He also stated that he could set me up with my first personal trainer. I reminded him that we discussed how I liked working with male trainers better and he and he said he forgot.
At this point I want my money back and nothing to do with this company. How is someone supposed to get professional and effective personal training if they are getting a new trainer every week? They are very unprofessional and the worst company I have ever dealt with. I wouldn't recommend your company to anyone. People pay too much money to deal with the inconsistency and unprofesionalism. I tried calling Customer Service 2x today and no one answered. I wrote them an email requesting a call back ASAP and told them I wanted my money back. I called the District Manager and left him a message letting him know I want my money back and for him to call me. I wrote a letter to the owner of the gym the company is in letting them know how bad the company is. I plan on doing everything I can get my money back. DON'T TRAIN WITH THIS COMPANY!
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