Complaint Review: National Home Trainers And The Motivators Network LLC - Dallas Texas

I hired this company to supply a trainer at home. The trainer was supposed to be experienced and bring their own equipment. What I got was a nice but inept trainer who complained about having to carry equipment and told me it would be best if I bought weights, etc. What she did bring was covered in cobwebs as she didn't use it often. She also knew of only a few exercises for each muscle group and I got the sense I could teach her more than she could me, as I'd been in gyms and trained for 26 years.

The details of how everything was handled are below and were prepared at the suggestion of Tony, the head, supposedly, of customer service. I also called AMEX and put a stop on paying the organization. The report AMEX sent me yesterday had a hand written note from someone in the company that said they were charging me for three sessions. I'm not surprised, they are so dishonest.

The email below was prepared, at the behest of the "head of customer service", Tony, to support his "effort" to convince the Board that I deserved a full refund. I've shortened it somewhat.

Per our conversation, below is a list of of reasons I'm cancelling my training sessions. Thank you for promising to send it on to the Board. I support your firing Monica, I can only hope your Board is compassionate and not out to nickel and dime a very unhappy customer.

It is my hope too that your Board will realize that the responsibility for things going badly lies in their company, not me, so penalizing me for Monica's consistent failure and the poor choice of a trainer (who even broke your advertised promise that trainers would bring all the equipment and I'd not have to buy anything) is absurd. If your company were a well known organization, you would not be able to get away with this.

What really irks me is your threat to not only charge me the 20% penalty, though the problems were created by your company, but then to tell me you'd charge me an increased per session fee for the one session I used. Where does it say you can do that in your emails to me, on-line? No where. That really proves your company is a scam.

A. I spoke with Ashley on Saturday the 8th of September and chose a small package of training sessions just to test the quality of your service - thank heaven's I did.

B. I was told you had a large network of trainers, even in my area (turns out you only have 14 w/in 20 miles and I'm not sure even that is true)

C. I was told about the 20% cancellation fee - couldn't imagine why I'd need it. If I were to cancel for no reason, it makes sense.

D. I received no call that week until I called and left Monica a message on the 12th at 1:14pm, never heard back from her

E. I received a call from another woman, whose name escapes me, but I can track it down if it's important, she said that a trainer would call me to schedule a time to visit.

F. The trainer, did call 9/15 around 12N and we spoke. It was after that conversation that I grew nervous. She came across as disinterested or distracted, told me it would be best if I bought weights as it would be difficult for her to carry them to me for each training session, and had no idea what my goals were (Ashley or Monica never communicated them though I'd had a long conversation with Ashley who'd told me she would make sure the trainer was up to speed).

Our conversation moved to her background as I wanted to get a sense of her as a trainer and person before I chose her - well, I had only one trainer call me. It became obvious to me that while nice, she had no energy. I asked her how she worked out and she said she used a tape called Firm and followed it. At the end of the conversation, I called Monica, x13, spoke with a nice gal who said she'd leave her a note on her desk, as I had complained about Monica never returning my calls, she assured me that she'd leave a note and suggested I send an email. I did.

G. I had my training session Monday the 17th. Daphne needed my help carrying in her 'tools', as she had not thought to put them in a gym bag. She actually carried all the weights (three sets) separately. The stepping platform was covered in cobwebs/leaves on one side and in apology she told me she'd had to dig it out of the garage (not a sign of a prepared or active 'at home trainer'). I grew more uncomfortable and wanted to cancel.

She then was upset - mildly upset - that she'd forgotten one of her 'tools' so we couldn't do a lot of things she'd normally do with a client. I actually made some suggestions to her as I've been working out for 26 years. I have to tell you I was appalled. I didn't let on, was cheerful and upbeat but by the looks of everything, I knew and then confirmed, she has almost no repetoire of exercises - perhaps I could have trained her??? I've worked with trainers for years but wanted to try something fresh to balance my sessions in the gym.

To top it off she forgot triceps when we'd worked biceps - big no-no. I reminded her and she said, 'oh yeah' and laughed. Yikes! For this your company might dare to charge me the 'market' price for a training session vs. my package price!

H. So the session finally ended, and I helped her load her things in the car and leave to make her tennis date. She handed me some forms I was supposed to have filled out in the beginning and said I could give them to her at our next session.

I. The next day, 9/18 I spoke with Monica in the morning. I asked her if she'd received my email, voicemail and the handwritten message left on her desk. She said she had not. I see why you fired her. So I took a deep breath and told her I wanted to know what we could do to get a second trainer asap as Daphne was not going to work. She asked why, I told her in detail, she was appalled too. I felt some validation that I wasn't expecting too much. She said someone would call me everyday with a progress report. I said that seemed like overkill but a check-in in a few days would suffice. She said it was hard finding people in my area as those here were booked with clients (so Daphne had a lot of clients???).

Anyway, I said if we didn't move on this as time was a wasting I was thinking of cancelling. She insisted that I give it another try, I figured I'd see if anyone called me in two days. I knew they wouldn't but still, one can be optimistic. She seemed sincere and motivated.

I. Until I called John on the 20th, I heard nothing from Monica or anyone else. John is a good listener and I sense he really wants to help and is honest. He listened for nearly 10 minutes and then told me to expect a call within an hour or so from Maya. No call, I left for a dinner engagement at 6:30 p.m Eastern Time. No message even. I had told John I'd be going out to dinner at 6:30.

J. Finally I'd had it and then Tony called and left a message that, "your system was squirrelly" whatever that means and that was the reason no one called me back. My guess, Tony, is that you meant Monica. But upon receiving your innocent voicemail, you can imagine my reaction. Another excuse for the ball being dropped yet again. I called back and got Tony and he/you had no apparent idea of what I'd been through, so to avoid repeating it all I asked for John. You sent me to him and John then listened to the situation once more and got it.

So he tried to convince me to try another trainer but as I told you Tony, more of an investment of my money is pointless - especially now that I know you would have charged me nearly triple for that session than the package price I cancelled. I left out the part where I asked for your boss, Tony and he said it was Marco - ended up he was in Sales not Customer Service.

So here we are, I feel as though this is a bit of a scam and unless I get a full refund, less the one training session at the package rate (and you should give me everything back out of sheer embarrassment) I plan to make a real stink.

Dee

Stamford, Connecticut

U.S.A.