2 years ago I invested several hundred dollars up front into a set of "customized" workouts with a personal trainer at Maximum Fitness.
While there the trainer I was working with misscheduled three of my workouts early by a week. I did not show up for these appointments because I didn't know they existed. When I did show up on the proper date and time, I was told that I was not scheduled and that the day was booked. I went home and called them back the next day to reschedule some times and inquired about what happened with the sessions.
I was told that since I had not shown for the three sessions, that they would not be providing those sessions to me. The cost of that is $120 that I had, unfortunately, paid up front. I explained that this was probably a scheduling error and that I should get my sessions back to the owner/lead trainer on the phone and he said he rather set-up a time to discuss this in person.
When I arrived for our one on one meeting at the gym I was met by the owner and the trainer that had made the scheduling error. I nicely tried to explain and convince them what had happened and that I understood mistakes could happen, but that I shouldn't be punished for it. The entire time both people were glaring at me. When I was done talking they refused to return my sessions or money without even an apology. I tried explaining again, at which point the owner yelled at me "You're full of s**t! We don't make mistakes! You're the only one who's ever complained about this!"
We continued to argue and I brought the many things that are horrible about the service and gym including
1)cookie cutter workouts for everyone
2)the over priced supplements at the store that can be found cheaper everywhere
3)the ploy of lying to me when I paid up-front that I would be working with the owner exclusively and then being paired with other people.
I reported them to the BBB to no avail. The company next door to them that owns them, denied owning them despite BBB and other records, and that is apparently enough to prevent any permanent complaint with the BBB.