Custom Built Personal Training Failure to Reassign Trainer, no response to my reaching out, continued monthly charges billed after services ended and threatened to charge me early-out cancellation fee of $250 Atlanta, Georgia
Back in December, after having went through roughly 6 weeks of personal training, my trainer told me that she was unable to continue due to a change in her hours. She said the company would be in touch with me to arrange a replacement. After not hearing from Custom Built for a few weeks even after I left the manager on-staff messages, I reached out by calling the central office number provided on their website. I was told that a field manager would be in touch with me. Again, I waited, and after a week or two, that person did call, and he said that he would work to get me a new trainer. Well, that has not happened even to this day. I never heard back from him. I thought due to the inactivity on the part of Custom Built that a logical conclusion was that my contract was cancelled.
Not the case, and I just realized that my credit card has been billed monthly for $100 since that time. I called the company to resolve this, to get reimbursed, and to ensure that my contract is in fact cancelled. After a few days they called me back saying that their investigation resulted in them determining to not cancel, to not reimburse and to charge me $250 to opt-out early! They even went so far as to claim that I was lying!!!! I investigated them further, have found 352 claims on BBB, 49 reports on RipOff Report, and several lawsuits being waged. BEWARE OF THIS COMPANY!!!!!!
1 Updates & Rebuttals
cb
Merrimack,New Hampshire,
United States of America
company has since rectified the situation
#2Author of original report
Thu, May 10, 2012
Although the middle management team was more than difficult to deal with, I did receive a call-back from their accounting team and they have taken the appropriate steps to resolve the issue.