We signed up with Custom Built under the impression that the staff (corporate and trainers) treated their customers with compassion, care, and a reasonable understanding that both parties (company and customer) would act in accordance with high professional standards. Unfortunately, when my contract was up I found that the customer service department did not want to handle my concerns about their billing practices. After my 6 month contract was up the company billed us again and said we were on a renewal program only cancelable with 30 days prior notice and they would not refund my additional $350 payment that was not part of my contract. I tried reasoning with their customer service representative and she told me we are in a recessionso does that mean they can steal my money? The customer service rep, who told me she was the manager, would not listen to me or try to rectify the situation for me whatsoever. Despite the great relationship I was able to form with my trainer, their corporate office completely turned me off from the company.
I did not want to have to post this because I was fortunate to work with 2 great trainers, but their corporate office really turned me off and completely lost me as a customer. After reading similar reports I am now worried they will charge my card again for some cancellation fee that was "apart of my contract".
I wonder why they would sacrifice $350 (my monthly payment) for a possible returning customer for another round of 6 month sessions ($2100). I will make sure to warn friends, relatives and co-workers of my bad experience with this company and their awful customer service department.
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