Complaint Review: Urban Active - Cincinnati Ohio

A warning to anyone considering personal training at Urban Active!!! They will steal your money and then ignore you when you complain!!

I signed up for my membership at the Urban Active in Kenwood in August 2011. I was not interested in the training program but was offered a free session so I did it. They talked me into joining the program, not ONCE was I told it was a twelve month CONTRACT! I was told it could be canceled at any time!!

After my first session which wasnt great I was told to sign up for another session the next week which I did. The next week came and I couldnt remember what time I signed up for. So I called my trainer and asked him to check the book for me. He said I wasnt scheduled that night. I told him I was positive I signed up but he said he checked it again and I wasnt on there. He told me to feel free to come into the gym that evening and intrduce myself to him because he was excited to start my sessions!!! I HAD A SESSION WITH THE GUY JUST 7 DAYS PRIOR AND HE DIDNT EVEN REMEMBER WHO I WAS!!

I went into the gym that night and checked the schedule and I was correct, I was on it. After standing at the PT desk for 10 minutes and being ignored by more than 5 trainers standing around doing nothing I was able to speak to the PT manager. I told him I was upset, I didnt appreciate being ignored by his staff, and explained my phone conversation with the PT from earlier. I told him I wanted out of the program, I was within the 7 days listed on my contract, and I wanted a refund of the first and last months charges that I was required to pay upfront. He told me there wasnt anything he could do about my money but he could reassign me to another trainer. After being ignored by all of them standing at the desk I didnt want any part of any of them. He also said that customer service wasnt there job and greeting people wasnt their responsibility. AND HE ALSO TOLD ME I WAS OVERREACTING AND LOOKING FOR AN EXCUSE TO GET OUT OF THE PROGRAM!!!!!

The next week I contacted the corporate office and was told the regional PT manager would be contacting me. FOUR weeks went by and I heard NOTHING! The next call I received was requesting payment for my PT ( I had canceled the card so they couldnt steal any more from me!). I went off and was transfered to the corporate office again. The woman I spoke to the previous time picked up and I told her it had been a month and I was never contacted.

She then contacted the regional PT manager, Lindsey Blair,(the same one she had contacted ONE month ago who never called me)  who called me back right away. I had stepped away for a meeting so I didnt get to speak to her. She left a message and said it would be better to contact her through email, AKA she didnt want to talk to me. I sat down and typed out a long email telling her all the details of what happened. NO RESPONSE!!

One week later I emailed her again asking what was going on and she said she had emailed me the previous week and didnt understand how I didnt get it. In a nutshell she told me unless I had a medical condition or was moving there was nothing she could do, it was a 12 month contract and I couldnt get out of it. She did offer to transfer my PT to another location.

I emailed her back and told her that wasnt an option for me and I would like the name of her supervisor. I NEVER GOT A RESPONSE!!! WHAT A SURPRISE!!

This company is a joke and I'm making it my mission to let everyone know how I was treated and how they STOLE $360 from me!!!