I cancelled my contract and requested a refund at the beginning of September 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 (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, 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.
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