Knockout Fitness

Review: I purchased Personal Training sessions through the [redacted]. From the start they had issues keeping schedules and being available for training. I wanted a set schedule and they said they couldn't do that. They were completely unprofessional and disorganized. They wrote out the PT schedule on scrap paper. I am very dissatisfied with the professionalism and service I received from this [redacted]. It makes it hard to train someplace you don't trust. I had talked with a number of staff about my concerns but I was unable to get any resolution. From my view I had purchased services that haven't been delivered. Now that I have canceled my membership they are willing to work it out and schedule my PT sessions. I feel it's a little late for that.Desired Settlement: I'd like a refund for service not rendered

Business

Response:

[redacted] and his wife have been members since November 2014. [redacted] was looking to challenge himself in new ways in January of 2015, by adding personal training into his regiment, where he was interested in learning some ground fighting defense. [redacted] enrolled for 2 sessions a month, whom he wanted to work with [redacted] our [redacted] coach. After completing his first session with [redacted], [redacted] was under the impression that he just shows up and we have a trainer ready for him. We explained that although we want a system to accommodate same day "drop-ins" (showing up at the gym and just having a personal trainer ready) our personal training structure does not work that way it requires advanced communication. We know that our members can have busy schedules, as did [redacted], and certain times to train work better than others. After his first PT session he showed up the next week close to the same time as his last session without prior communication, so unfortunately our jiu jitsu coach was not in at the time as he lived in [redacted]. We explained to [redacted] that we were sorry for the misunderstanding on how our scheduling structure works, but if he called and booked a set time, like the mass majority of our personal training clients do, then we would of had a trainer there and ready for a private. Communication and scheduling is extremely important in the fitness industry with over 700 members 30% of which utilizing the tool of Personal Training, but just like anything there was a system on place to utilize this. Within the first three months, [redacted] discontinued his Personal Training sessions by giving us proper two week notice. His feelings on having a difficult time finding time within his busy schedule and matching it with the availability of his preferred trainer is valid, but this standpoint is based on feelings that we weren't as organized or flexible with his schedule during Jan-March. Based on those feelings he filled out the necessary paperwork and understood that although he cancelled his personal training sessions, he doesn't lose out on the credits he paid for (5credits @ 25/session) that he could utilize as long as he was a member. It was explained to [redacted] that he is not [redacted]'s client he can work with any of our instructors (maybe one that suits his availability better) It was explained that you cannot just show up and assume we have PT coaches ready for sessions at the drop of a dimeIt was also understood that his sessions never expire as long as he is a memberIt was offered that his wife would also be able to use any of the 5 remaining sessions as well (she was all for this idea)Additionally, Upon receipt of their cancellation on June 16th (3months after his Pt's were initially cancelled) we asked why he would not even attempt to to schedule a PT within his final 30 days,his response was that "it's soured" furthermore he isn't willing to allow us to book any personal training sessions even after I explained I can accommodate his schedule and his wife's if she wishes to use any of those session. He said our service is not satisfactory to him and he wants only financial reimbursement which equates to a $125 refund of, or he threatened us with negative reviews and lawsuits.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I was well aware of your limitation on re-occurring appointments as I asked about it when I scheduled my first session. I was told it was something you guys could “work out”. The time I showed up and the trainer was not there was in fact scheduled and on the books. The trainer was even called while I was still there and I was told there was a “miscommunication” about his schedule. I had about 4-5 20 minute training sessions on [redacted] which I have never studied before. The trainer seemed rushed and didn't re-emphasize technique as a proper instructor should. After our last session he told me there isnt much more he can teach me which I found surprising, it felt like they were trying to get me to sign up for their group [redacted] class. I did express my concerns to a number of staff there and was even told by one of the trainers that they are trying to change the way PT are handled. I feel it is a little too late, I have experienced what they have to offer and am not satisfied with the quality of the service I have purchased. I feel that if all you want is to go punch a bag and get a workout then this might be the place, but if you want to learn something and grow in martial arts then this definitely isn't the place. They sell you with the “Yes we can do that” line and fall short after you have signed the dotted line. Yes, understandably this place has soured for me and I can't train at a place where I don't trust their business practices or their management.

Regards,

Business

Response:

3 attachments (total 1308.4 KB)Personal Training [redacted].pdf[redacted] Cancel.pdf[redacted].emlDownload all as zipSave all to OneDriveWe have explained to [redacted] that he is entitled to utilize all final 5 sessions within the final 30 days of his agreement. We have given him the option to make the half hour sessions, "hour sessions" so this would be less than three final visits to our facility.We have offered [redacted] to be able to schedule his sessions around his desired time frame within our business hours.We have apologized for the frustrations that he initially felt about having trouble scheduling personal training, but explained that the session times he books requires some type of communication rather than "dropping in" so that we may have a trainer available.We have also offered the ability to Transfer the remaining credits to his wife [redacted], who may also take full advantage of the sessions he has paid for (which is typically not our policy, but we wanted to accommodate him.)Per our conversation with [redacted] (his wife), she initially liked this idea, but later we found out that [redacted] does not want to utilize any of the options, what he explained is that the only thing he is willing to accept is financial compensation, and feels we should refund him, regardless of our contractual agreement (which is also attached)