Complaint Review: Custom Built Personal Training (Atlanta Fitness Inc.) - Vernon Connecticut
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- Author Confirmed
- Custom Built Personal Training (Atlanta Fitness Inc.) 234 Talcottville Road Vernon, Connecticut U.S.A.
- Phone: 860-871-1457
- Web:
- Category: Bait-and-Switch
Custom Built Personal Training (Atlanta Fitness Inc.) Provided poor service and refused to refund money Vernon Connecticut
*UPDATE Employee: Client Offered Extra Support From Corporate Office
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I cancelled my contract and requested a refund at the beginning of September 2008 due to: 1. trainers not showing up for appointments, 2. last minute cancellations on the part of trainers, 3. unreturned phone calls, 4. trainers being fired and no substitute trainer available, 5. trainer resignations and no notifications.
I began my sessions in March 2008 (six month contract) and the trainer failed to show up the very first two training sessions! It was more of the same for the following four months. Most recently in the middle of August, after speaking with a supervisor, I was given a personal trainer who advised me after two sessions he would no longer be available because he was returning to school. He went to schedule me to work with another trainer but there was no one available. He said Custom Built was in the process of hiring more trainers and they would call me. I did receive a call from Douglas on September 29, 2008, a month and one half after I was left in limbo! Not the first time! I have called Douglas twice and left a general message since he's left a message and he has not returned my calls during the last two weeks.
I received a letter from Judy Miller who is the Director of Customer Service at Custom Built Personal Training dated 9/3/08 refusing to give me a refund and after reading my letter detailing the reason for my cancellation charged me another $240.00 for failing to give them a 30 day notice. She offered to schedule the unused sessions, however, this was not acceptable given that I had given Custom Built (including speaking with supervisors) many opportunities to rectify situation.
I then appealed Ms. Miller's decision to Matt Yellon who is Vice President of Custom Built. I was called by Judy Miller who informed me Mr. Yellon does not ever respond to client concerns. Can you imagine? I now wonder if Mr. Yellon exists.
I have been advised to file a small claims suit, file a complaint with the state's attorney's office and also send a complaint to the WatchDog at Connecticut's Hartford Courant newspaper.
I suggest everyone having similar experiences do the same.
Alma
South Windsor, Connecticut
U.S.A.
This report was posted on Ripoff Report on 10/09/2008 05:15 AM and is a permanent record located here: https://www.ripoffreport.com/reports/custom-built-personal-training-atlanta-fitness-inc/vernon-connecticut/custom-built-personal-training-atlanta-fitness-inc-provided-poor-service-and-refused-to-379598. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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#1 UPDATE Employee
Client Offered Extra Support From Corporate Office
AUTHOR: Judy Miller - (U.S.A.)
SUBMITTED: Monday, October 13, 2008
This client contacted Custom Built's corporate headquarters to cancel her agreement which had converted to an open ended month-to-month agreement. She also requested a refund for unused sessions stating the reasons layed out in her above statement. Her request was sent on 9/2/08 and per her agreement was treated as a 30 day written notice to cancel auto-renewal. This set her last payment date as 9/7/08. No refund was issued as her agreement does not allow for a refund of unused sessions.
Custom Built's Customer Service Director, Judy Miller, offered to facilitate a permanent trainer assignment for the client and also offered to involve the CT District Manager. The client repeatedly declined this assistance. The client submitted a letter to the Board of Vice Presidents (of which Mr. Yellon is part) to appeal the decision and grant an exception to corporate policy. The appeal was overturned. Again Judy Miller offered to act as a liason to the gym and Ms. Hernandez declined. The client was informed that she has 4 months to use any of her remaining sessions and Custom Built remains available to assist her in scheduling these sessions.
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