Custom Built Personal Training Leo Giafortune & Corporate Customer Service
Contract not disclosed and unacceptable customer service!

In December I signed up at the Sunrise, FL Planet Fitness. My main reason for joining was the fact that they did not require a contract. I went back a few months after I started training and said that I needed to put my training on hold until I found a new job. To my complete shock, I was told by Kris King, who happens to be one of the most unhelpful managers I have ever dealt with, that I had a year contract and that there would be a $250 cancellation fee. Right about that time, Leo walked up. I said, "you didn't tell me there was a contract." His response was, "everything has a contract, you know that!"

After I got over the initial shock, I spoke with Kris and he said he would contact corporate to see what he could do about maybe cancelling or decreasing the number of months in the contract. Kris and I played phone tag for a couple weeks and when I talked to him he would give me the run around when it came to the status of my request. He finally told me to contact corporate. What a joke that was. I left a message every Monday for 3 weeks and never once got a call back (even during their normal business hours). You never get to speak with a live person. It requires you to leave a message. I finally sent them an email, which takes 5 business days for a response. I sent a long email that I spent time preparing and all they sent me back was an email stating "thank you for your request to cancel. Please send $252 to the address above to complete your request." They didn't even address the issue I was having. I work for a company that stresses customer service, and I cannot believe that a company like this can stay in business.

I will back up a little bit on how I got roped into this ridiculous contract. Shortly after signing up, I was at the front desk and I asked the desk clerk if they had personal training. CBPT salesperson, Leo Giafortune, happened to be close enough to overhear me. He called me over to his desk where we spent a good 45 min talking about my fitness goals. He mentioned several times that it would take me approx 12 months to reach my goal. He never once mentioned a contract or obligation.in fact, when I handed over my credit card to set up automatic debits I asked if there was a minimum length of time that I had to do the training. Just as the girl in the other report stated, he told me I would have to do it for a minimum of 2 months and I would have to give a 30 day notice when ready to stop. He charged me up front for first and last and a one time $39 fee. Leo claimed in the rebuttal to the other complaint that it wouldn't make sense to collect first and last if there was no contract, but I don't agree. There is no reason why that scenario would NOT be feasible. I know that if I had once heard him say contract or obligation I would have gotten up and walked away, because as I stated my absolute #1 reason for joining Planet Fitness was because no contract was required. Why would I sign up because of that and then turn around and sign a year contract with a trainer? That is what doesn't make any sense.

I went back in today, March 30 to give it one last effort to mend the situation. I spoke with Michael who seemed to give me a little hope. He said if it were up to him he would do right by me, but since Leo Giafortune was my salesperson I had to deal with him. Ironic last name for him considering how UN-fortunate I was for him to be the one to sign me up. Leo insisted that he told me about the contract several times and he once again pointed out where he had circled 12 months on his little scratch paper that he used to lure me into the contract. I am not denying that "12 months" was not discusses as a realistic timeline to reach my goal, but I know with complete certainty that the words "contract" or "obligation" were never uttered from Leo's mouth. Although it does show on my paperwork in tiny lettering that I am obligated for 48 sessions, I still feel (as I am sure most consumers would agree) that I should have been verbally made aware of this. If circling "12" on that piece of paper a few times makes him sleep better at night then that's great for him. It certainly wouldn't be enough for me.

I will be cancelling my membership (which has to be done by mail with 20 days notice. Another major inconvenience), using my remaining sessions, and then cancelling my Planet Fitness membership as well. I refuse to do business with any company that puts their seal of approval on a company that has poor customer service and business ethics.

Company: Custom Built Personal Training Leo Giafortune & Corporate Customer Service
Country: USA
State: Florida
City: Sunrise
Address: 2101 N University Drive
Phone: 9547429100

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