Custom Built Personal Training - Atlanta Fitness Inc. Difficult to work with Atlant, Georgia

I was pressured into signing a years agreement for personal fitness sessions.  I am a very busy nurse with sporadic schedules and was unsure if I could meet these sessions.  When I asked if it became too stressful, would it be possible to transfer this to my husband, and I was assured that it wouldn't be a problem, and in fact, I could sell it if I wanted to.  Of course, the whole time she is pushing the pen into my hand to sign.

I was in an accident a couple of months after the signing, and was advised by my surgeon to "postpone" any sessions until my spine had healed, if it was going to.  He indicated that continuing with the trainer was exacerbating my injuries, and detrimental to my healing.  When I asked the manager how best to handle this, she advised me to get a note from my surgeon requesting the postponement.  I did, and gave it to her when she said she would get it to the correct people.

I didn't hear from them for a month or so, and noticed they were still charging my account.  I called them and they said they DO NOT postpone sessions, that I had four weeks after my contract was up to use or lose the unused sessions.  Their customer service dept. told me to get a note from my surgeon suggesting I cancel it due to my injuries.  I did, I sent it in, and again didn't hear from them.  Again, I noticed them charging my credit card the monthly fee, so I contested the charges with my CC company.  The dispute went uncontested, so again I thought it was over.  After a couple of months, they started calling me demanding the back payments.  They stated that my note didn't say the injury was "Permanent" so therefore it was invalid.  I was then told to download a "form" they had on their website to have my doctor fill out.  Again I had my surgeon fill it out and returned it to them via Certified Mail, hoping to finally put this to rest.  The calls continue, I am exasperated and nothing is getting resolved.  Now they are billing me for more than the original contract amount, with threats of ruining my credit. 

It is obvious that Custom Built couldn't care less about their clients.  The fact that I had a spinal injury meant nothing to them.  They demanded their money, with threats that they would ruin my credit if I failed to pay. 

Phone calls to the "billing company" are useless.  The people you talk to are condesending and they have no power.   You can't talk to anyone with any  power at Custom Built, so you end up going around in circles in any attempt to resolve things.

At this point, I want them to do what they have to do.  I am refusing to send any more money, feeling that I was lied to, coerced into signing something that was not as it was represented, and due to my injuries, can't use it anyhow.

The contract states that the billings would stop thirty days after the presentation of the document from your physician.  Every time I sent them what they said they needed it would give them another thirty days.  Any attempt to resolve this through the billing company would be met with being put on hold for up to ten minutes while they "pulled your file" and then it was the same scripted comments.

I completely and wholeheartedly advise anyone thinking about using this company to run the other way.  The trainers my be great guys, but they work for a swindling, unethical company.