Horizon Personal Training and Nutrition

Review: Nov. 20, 2014

To Whom it may concern,

I joined Horizon personal trainers on Feb. 2, 2014 located at [redacted]. I signed a contract for $4,015.00 , which was to be paid in two payments. The first payment was to be paid up front before training began. The training was supposed to be personal with one trainer of my choice who would consistently oversee and direct my training and review my nutrition. The contract I signed was for training in one hour sessions, twice/week for a total of 73 sessions.

Approximately halfway through my training, on Sept. 1, 2014, I withdrew from the program. My original trainer left the program and I was assigned to a different trainer each session. At this time I spoke with the general manager and expressed my dissatisfaction and frustration and told him I would not continue with the training program with Horizon and I asked for a refund of the unused training sessions. After several days I attempted to call the owner and also emailed him. I received no response. I contacted the general manager and he informed me that he and the owner were still discussing the issue. It was not until Sept 23, 2014, that I finally received a response in the form of a text from the general manager. He said that they would not refund my money for the unused sessions but they were willing to give me eight, one hour sessions for free if I would continue my training at Horizon. I informed him I would think about the offer and get back to him. Approximately two weeks later I called the general manager and accepted the offer as long as I could work consistently with one trainer. I told him I was not in a position to start the training right away and he said it was no problem. He informed me they were happy to have me return to Horizon.

At the end of October I called the general manager and we agreed I would resume training on Nov. 5, 2014. He assured me he would add eight additional sessions to the 15 remaining sessions I had purchased for a total of 23 sessions. He told me the sessions, twice/week, would extend to Jan 21, 2015. At that time I scheduled all my training sessions online as they instructed and started the sessions on Nov. 10, 2014. I returned on Nov 12 for my second session. My next session was scheduled for Nov. 17, 2014 at 6:30p. On my way to the training session, I was in traffic in a severe rain storm which caused me to be late. I attempted to call the facility but there was no answer. I hurried to arrive on time but it was 6:45p when I arrived and the facility was completely closed. There were no calls from Horizon on my phone asking if I was still coming. I did receive ten text messages, coincidently that same day, stating they were cancelling my sessions for Dec 22, 24, 29, 31, Jan. 5, 7, 12, 14, 19 and 21. There was nothing mentioned about Nov 17 which was a bit confusing to me.

I called the general manager the following day and he proceeded to inform me that he cancelled the training sessions because he realized he had given me too many sessions. He should have given me 12 sessions not 23. He told me this was being done because I had not cancelled the sessions online that I had scheduled between the time I informed him I was withdrawing from the program and the time I agreed to return. I reminded him I had indeed spoken with him and informed him I was withdrawing from the program and asked for a refund. I assumed that was sufficient notification that I would not be coming for those sessions. We then we agreed later that I would return and we both agreed on the number of sessions to put into the program. However I was impersonally informed in a text message, that the remaining sessions were cancelled. When I inquired about the facility being closed when I was late on Nov. 17, he said the trainer was told he could leave the building if I did not arrive in 15 minutes. Again, I was unable to contact anyone in the facility, no answer to my calls and no call to me to inquire if I was coming. A reservation at a restaurant would be held longer than 15 minutes. Horizon does not appear to value its customers with this total lack of regard for communication with customers.

I do not agree with the way this entire situation has been handled by this company and I informed the general manager that I expect a call from the owner of Horizon. I also informed him that if I did not receive a call, I would take legal action. I feel I am entitled to be reimbursed for the 21 unused sessions which would equal $1155.00 which is based on the original contract price of $4015.00 for 73 sessions which equals $55.00 per session.

Please feel free to contact me with any questions.

Thank you, [redacted] Cell: ###-###-####Desired Settlement: receive a check back for $1155.00