I retained the services of National Home Trainers in November. I knew at the time the possibility existed I would be moving to a very remote part of the Hawaiian islands so I was sure to ask the represntative what would happen to the contract if I moved somewhere where they had no trainers. I was told I could cancel the contract if that occured. I had 3 sessions with a trainer before sustaining an injury that I now know to have been caused by this trainer. The muscle in my hip was torn. I have missed work due to this injury, been limited to bed rest and am still suffering with it today.in the meantime I have moved to a remote part of Hawaii where they have no trainers. The contract also states that if I have a documented medical reason I can cancel the contract. I submitted a letter from my chiropractor that I had sustained this injury and am unable to work out.
I spoke with a supervisor, Jillian, in the billing department who received this letter in July and assured me this was all that was needed to cancel the contract and issue me a refund as I had already paid over $1400 for all sessions. As I did not receive a check I called the company several times and was always told someone would call me back but they never did. This went on for a couple of months. Then I was told this supervisor, Jillian was out sick. I called back the next week and was told she disappeared and they didn't know what happened to her. On August 20 I was put on the phone with Tony who I was told took Jillian's place as supervisor. He reviewed my letter and assured me it was sufficient and that I would receive a refund of $851 within 30 days. On September 26 when I had not received a check I called and spoke with Tony again. He told me there was a printing problem and checks went out late but that I would be receiving one. Still I received no check and called several times in October but was always told Tony was unavailable.
No one ever called me back despite leaving numerous messages. I phoned again on October 16 and was again told Tony was not available and that there was no note in my record about any refund. I spoke with a representative named Janet who now told me Tony did not have the authority to tell me I would get a check (I guess Jillian didn't either), and that now my letter was not a sufficient medical reason to issue a refund and that it had to be a hospitalization. It says nothing about this in the contract. I was also now told that I had been lied to when I was originally told that they would cancel the contract if I lived somewhere where they had no one to train me. When I mentioned that my doctors thought the trainer (I was her first client and she quit one month after my injury and I don't believe she was certified in anything) was responsible for my injury I was told she talked to her supervisor and they agreed to give me a refund of $702 saying they didn't know how Tony came up with the $851 figure. I was told I would receive a check in 3-6 weeks. I had to give them my new address as they didn't have it in their computer even though I had given to them every time I was told I would get a check (so they obviously never intended to send me one) It is now December 21 and I never received a check and now their number has been disconnected and their website says they've closed their doors. This company lied to me on numerous occasions, continually gave me the run around and caused an injury that has kept me in bed most of the year. Their customer service was rude and fraudulent. I want my money back.
I filed a report with the better business bureau who now tells me they are headquartered in California and are under the name of the Motivators Network. They said the company never responded to them and there is nothing else they can do. I will proceed I guess to the attorney general for the state of Texas. If anyone has had any luck getting their money back from these people, please let me know.
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