On 1/31, I sent an email to the four members of Urban Active's corporate office (all listed on Urban Active's website). As of today (2/6) I have not heard a response. I called the customer service number listed on the website and spoke with a woman who mentioned that I forward her an email containing the details of my experiences at Urban Active, and she will then forward that email to the service department. What a convoluted process! Here is the original complaint:
I recently joined Urban Active located at 19 Bakery Square Way, Pittsburgh, Pa 15206. I attended a free person training session with *, and that afternoon, I signed up for what I thought was a 3-month series of once-per-week personal training sessions.
At the time, I mentioned to * that my financial situation would not allow me to afford personal training sessions, especially when considering that the sessions would be in addition to my gym membership fee. He then mentioned a 3-month option, which would allow me to train once per week for only 3 months. This seemed like a near-ideal option for me.
More recently, when a close friend of mine asked me about my personal training sessions, I told her about the 3-month option. She then tried to sign up for this option, but was told that it does not exist. It was at this time that I thought to further examine my contract to see exactly what I had signed up for. As it turns out, what had been mentioned to me and what I had locked into are two completely different things. I never would have signed up for a yearlong series of personal training sessions for a total of $760. I would never do that because I simply cannot afford it.
I spoke with * on January 31, and he mentioned that I contact corporate through email. He also said that there is a good chance that I would not be able to resolve the issue with corporate due to the fact that he did have me sign the contract in person, although he never mentioned the total price of the sessions, nor the duration of the sessions.
I am not writing to criticize or target * specifically, but I am extremely concerned about the manner in which the information was presented to me during my conversation with him.
I would like to cancel my contract (although I will, of course, pay for the sessions I have used so far). I do not wish to pay the $250 cancellation fee, as I am certain I was misled from the start. I would like to believe that this will be resolved amicably, but so far, I have just been bounced from one person to another, none of which can offer a solution.
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