Crossclimb Personal Training

The complainant signed a detailed contract at my business on 9/3/15 which is attached.The complainant and I also communicated via e mail the week prior to her filing her complaint on May 11th 2015 which is also attached. All of the complainants' allegations are completely...

false.Never once did the complainant bring attention to any of the complaints she recently listed prior to May of 2015, and the complainant had been regularly participating in my personal training program at my facility for eight months!In an e-mail, dated May 11, 2015, the complainant threatened that if I did not refund her $360 (9 sessions to be made up), she would file a complaint against me to the Revdex.com.The complainant filed her complaint the very day, May 11, 2015.  The complainant never even gave me an opportunity to respond to her demand before she filed her complaints!The e mail sent to me by the complainant on May 6, 2015, stated that she had recently had a "great" session and that she planned on coming on that Sunday for her next appointment.  In the email she said that she had a total of "6 sessions to be made up".  In the complaint she filed with the Revdex.com on May 11th 2015, she changed the number from 6 sessions “to be made up” to 9 sessions “to be made up” in an attempt to try to receive a larger refund from me.  The complainant is inconsistent with her information.  The complainant only participated in one personal training session per week. In the same email she also questioned two charges that were made to her account on 4/1/15 and 4/15/15.  I politely responded to her, via e mail, by explaining to her that they were charged sessions because I had text messages of her cancellations and they were made within 24 hours time from her scheduled appointment.  The contract she signed states that all cancellations made within 24 hours from their appointed time will be charged sessions.Exactly 2 hours and 21 minutes after I sent my polite email response to her on May 11th, 2015 that she was being charged for two sessions, she retaliated by stating to cancel her membership immediately, refund her for 9 unused sessions, (she stated 6 unused sessions only 5 days prior), and If I did not refund her for those 9 sessions totaling $360, she would file a complaint to the Revdex.com, and then filed the complaint against me that very day!The contract she signed with me states that “sessions cannot be redeemed for cash value”.  I then sent a text message to the complainant and wrote not to worry about the two sessions and that she would not be charged for them and that she may keep her original appointment she made with me for that Sunday.  Despite my attempt to maintain our good relationship and restore peace between us, the complainant responded via email on May 13th 2015 that she still wanted her membership cancelled immediately and asked for the $360 refund a second time.The reality is that the complaint owes me $880.The contract’s grand total is for $2880.00 Insofar she has only paid me $1120.The contract she signed states that “50 percent of the remaining balance is owed if the Client does not keep the terms and conditions of the contract.$2880(contract total) - $1120 (already paid) = $1760 remaining amount owed.  50% of $1760 = $880 the complainant currentlyowes my business.Thank you for your time and consideration,[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
By no means do I deny that a contract was signed, but the terms of the contract were not upheld by the Mandeville Method. As previously stated, 1:1 or small group sessions were guaranteed in the contract. There have been sessions that have had up to seven other people with one trainer; a small group is 3-5 people. Monthly progress checks in the form of measurements and weigh-ins were never provided. Again, the gym was not completely clean and equipment is broken, outdated and is not cleaned after each use. It is small and overly crowded with equipment (some unusable) and when 7 people are squished inside there is no way an effective training session can be provided. The expected services were not rendered in the way the contract guaranteed.As stated in the emails to the gym, practices are inconsistent surrounding cancellations. The owner charges for a missed session inconsistently; there have been days I have been able to cancel the day of without penalty, yet when 24 hours notice was provided I was charged without notification on two occasions.  This was questioned via email, and only when action was taken to recover losses was an offer presented. This offer came in the form of a phone call/voicemail on May 13 at 6:22am followed by three text messages received at 6:34am. This was followed by yet another phone call and voicemail that evening at 9:18pm, all highly disruptive and unconventional times to conduct business. The nine sessions requested to be reimbursed includes the 6 provided sessions as well as 3 sessions that were prepaid via direct withdrawal for the month of May. There is no effort to collect more than the amount owed; strictly a request to provide reimbursement for money paid for services not received.Again, as previously stated, workouts were not tailored to individual body limitations even with the disclosure of pain and injuries. This could be the result of servicing groups that are too large or sheer negligence. The services provided were not what was expected and set forth in the agreement and consequently further injury resulted. Again, I request reimbursement for the unused sessions ($360) and a full termination of the contract and would greatly appreciate that this matter is settled as soon as possible.
Regards,
[redacted]