This company is extremely difficult to contact, did a very poor job of fulfilling their promises, and they make it impossible to get a refund.
I signed up at a local Gold's Gym in Orem, UT, and was given a personal trainer to use. I kept my appointments, I paid for the services on time and am still paying faithfully even until now.
But after 3 weeks, he disappeared and would not return my calls. He was either fired or quit. I finally complained and got a new trainer. The new trainer gave contradictory advice and recommendations, and after a week or two, HE called and told me he was quitting. I was disgruntled and asked for them to release me from the contract. He told it's very hard to get a refund.
The contract had no phone number on it, and the local guys could not tell me either. I sent certified mail to the address on the contract, as requested, and it turns out to be an invalid address.
Two months later, I got their number from the agency they use to collect payments. They claimed they never got my letter and would not issue a refund. I spoke with customer care, then their manager, but no good.
The excuses are: 1) They can't be held accountable for how crappy their trainers are, 2) I had three days after signing up to cancel, 3) I can cancel anytime, but I have to pay for one extra month, plus an early termination fee of, in my case, $300.4) They never give refunds unless I was billed incorrectly.
My responses are: 1) That is the stupidest thing I've ever heard and is not true, 2) Three days is not a sufficient time to cancel, since my first appointment was more than 3 days from the date I signed up, and 3)&4) They did not fulfill their promises. Their services are crappy. Their customer service is crappy. I did my part, and deserve a refund.
I threatened to contact the BBB, take them to small claims court, and involve the local news media, but they didn't care. The next superior up is the VP of Operations, but they won't give his name or number, and have promised to have him call me back 3 times over the last month, but he never has.
Avoid this company like the plague! They are evil and you will never get your money back from them. If anyone knows how to make them pay, please let me know.
0 comments