I apologize that the first contact we have with the Revdex.com is in regards to a complaint. I look forward to settling this complaint as soon as possible and on good terms. Throughout this letter I will be pointing out using the attached forms, pictures, and email threads to...
address any issues [redacted] had with our services. It's very unfortunate to have had this issue with [redacted]. She was a promising client and was referred by a mutual friend. Prior to this complaint we discussed her issues via text and e-mail (they are attached) and hoped we could resolve this amongst ourselves. She mentioned that we did not have set business hours listed. She was told via telephone conversation and in-person that we are by appointment only and there are not set hours because we cater to the client’s schedules.At no time did the owner, Kemil (Coach M[redacted]), give her a hard time regarding an early morning appointment time. The way we have our studio structured is Coach B[redacted] has the studio in the morning and Coach M[redacted] has the studio from the late afternoon into evening. She was offered to have the early morning coach, however, refused that coach and wanted Coach M[redacted] only. Coach M[redacted] told [redacted] that he trains clients until the late evening and prefers to do late afternoon but since she was referred by a mutual friend he will do this for her as a personal favor. [redacted] did mention that she needed an affordable personal trainer. We gave her the most affordable option we had. That option was to not pay in full, pay bi-weekly installments, and 20% off (grand opening discount). Please take note that the “Grand Opening” rate was for the first month of our studio being opened; she signed up in the third month. We also take payments monthly not bi-weekly. Both items we were accommodating her financial situation and doing an extra favor because she was referred to us by a mutual friend. She was charged for 4 sessions the day of the contract signing and would be charged again in two weeks. (attached is the processing paperwork)She claims she mentioned specific one-on-one training but she never did nor did she say she would not like group training. Both coaches were present upon her signing the contract and Coach M[redacted] mentioned that most classes are small groups (no more than 4 people). However, due to her early morning appointment time we did not have any client's that wanted to train at that time and more than likely her classes would be alone.A text message was sent prior to the third session letting the client know that she would be joined by another. (she admits this in an email exchange we had. It is highlighted and attached). On her fourth session another client joined her again and she did not protest or say she had a problem before or after the session. She actually mentioned she enjoyed it and the training session was really good. Upon informing her before the 5th session she did mention she did not want to train with other people and she preferred to train alone. She was reminded that it was a group facility and the rate given was for groups. We brought up her enthusiasm and intensity when she worked in the group and that's why it was mentioned “women see better results in groups and I am able to charge less”. She was making progress with or without the group training and the reply touched on her financial situation. Let me add that the way our training sessions are structured is that in no way is the workout or attention changed or compromised.[redacted] was very upset with the text conversation and decided then she did not want to move forward with the training. We offered her to switch coaches and continue to finish off her sessions. She refused again and mentioned she was now uncomfortable and wanted her refund. [redacted] mentions there is not a refund policy. This is completely false. She was sent a copy of the contract August 7, 2017 via text. She was also told via email that the contract clearly states the payment is non transferable and non refundable (email conversation is highlighted as well as the contract section is attached). She then proceeded to say she would leave a negative review if her money was not refunded.(highlighted and attached).Life Building Fitness uses MindBody software and it sends the receipts automatically after every charge. If there was a glitch in the system and she did not get her receipts, we were not notified until now. We told her several times that we cannot assist her on issues we do not know about. When she noticed she didn't get a receipt, she should have let us know to make sure we sent the email again.Coach M[redacted] has several different email addresses for different reasons. He asked which email she wanted to make sure he provided the correct one for her needs. He was not being difficult but was trying to cater to her specific needs.Upon sitting with her and signing the contract along with her general knowledge of how new the business is; she knew we had limited social, internet, and contact information. She knew the website was under construction. At the time of her sign up the coaches had their personal emails on their business cards and she was given a business card. As for a customer satisfaction clause within our contract; that isn't required and therefore, not a necessary comment. She never mentioned any dissatisfaction with the contract nor our services until her request for her refund was denied.As for her disputed amount of $256. Which is her total amount for 8 sessions. She originally requested a refund for the 4 sessions she did not complete and that equals to $128.00. She signed a non transferable and non refundable section of the contract and knows she is not required to get those funds back. (signed contract attached). In her email she attempted to coerce us to refund her money by threatening to write a negative review. However, she admits we did a good job and enjoyed the training and saw improvements in the 4 sessions she attended (email - attached).I understand this was mentioned earlier but both coaches were in attendance when she came in to sign the contract. She was very aware of the contract, looked it over, read it out loud, and asked questions. She was aware of all items on the contract, signed, and initialed. (please see the attached form) Life Building Fitness feels this complaint was malicious and vindictive. She did not get what she wanted (her money back) so she wrote a complaint much worse than anything she told us. She was given many options to full fill her 4 sessions that where not completed. She was told she can either train with another coach or pay a little more to get her one on one sessions. She refused knowing the refund policy. We tried to work with her so that she would not lose out on her money but also stay true to our contract. It’s unfortunate that she is willing to be so negative towards us without noting her faults as well. She never mentioned once to you all that she was late at least twice with barely any notice. She sent a text saying she was going to be late at the time the session was to begin(August 1 & 3 of 2017)*. She also rescheduled/canceled at least two sessions only hours in advanced when the contract clearly states to give us 24 hours or more of advanced notice (July 28 & August 8 of 2017)*. Per contract the sessions could have been deducted but I chose to accommodate her instead. The business has been on Google for quite sometime and we have a 5 star rating with great reviews. Also, Coach M[redacted] has been a certified personal trainer for over 7 years and has trained 100s of clients; never have any of them complained about group training, customer service, or requested a refund. I really do apologize that she had a negative experience; we went above and beyond to accommodate her the best that we could. Thank you for your time, Life Building Fitness LLC[redacted]
Complaint: [redacted]
I am rejecting this response because:LifeBuilding Fitness can write back a thesis again if it wants to, the most significant issue I had, and the ultimate reason I decided to STOP business with them was because he lied about the terms of my contract. I did not just "mention" I wanted personal training, it was the sole purpose in my seeking his help. I said I did not like group training because I know I do not succeed in that environment. The trainer he says was there for my signing was not part of the meeting, she was on her tablet at her desk, working...she had nothing to do with our signing. If I was late, it was by a few minutes and that doesn't effect anyone but me as I did not ask for or expect the session to be delayed (nor was it). Again, those points are irrelevant, I signed up for personal training, not group. If I was "vindictive" I would not have been honest about saying the actual training itself was not bad. My major complaint is customer service. Instead of attacking my character, and deciding that at some points my word was valid (when I say the fitness sessions were good) and doubling back to attempt to reduce my credibility by saying I am late or that I did not complain until I asked for money back is exactly what I mean: horrible customer service. And my letting him know that I would reveal the whole experience in my review, is not coercing, it is yet again honesty. I said I would go to the Revdex.com about his customer service, and I did. Again, it is sad that Life Building Fitness would prefer to write a thesis, send screen shots of texts, emails and a slew of other points that are irrelevant to my concern, instead of simply sending back funds for sessions I did not have because I realized he was being dishonest about the terms of my contract. Even if he would like to say he wasn't lying and that it was a "miscommunication", fine, if there was a miscommunication, and I am not at all satisfied with the group rate he claims he gave me, then a good and honest business would gladly release me from the contract. Not keep my money.
Regards,
[redacted]
I apologize that the first contact we have with the Revdex.com is in regards to a complaint. I look forward to settling this complaint as soon as possible and on good terms. Throughout this letter I will be pointing out using the attached forms, pictures, and email threads to...
address any issues [redacted] had with our services. It's very unfortunate to have had this issue with [redacted]. She was a promising client and was referred by a mutual friend. Prior to this complaint we discussed her issues via text and e-mail (they are attached) and hoped we could resolve this amongst ourselves. She mentioned that we did not have set business hours listed. She was told via telephone conversation and in-person that we are by appointment only and there are not set hours because we cater to the client’s schedules.At no time did the owner, Kemil (Coach M[redacted]), give her a hard time regarding an early morning appointment time. The way we have our studio structured is Coach B[redacted] has the studio in the morning and Coach M[redacted] has the studio from the late afternoon into evening. She was offered to have the early morning coach, however, refused that coach and wanted Coach M[redacted] only. Coach M[redacted] told [redacted] that he trains clients until the late evening and prefers to do late afternoon but since she was referred by a mutual friend he will do this for her as a personal favor. [redacted] did mention that she needed an affordable personal trainer. We gave her the most affordable option we had. That option was to not pay in full, pay bi-weekly installments, and 20% off (grand opening discount). Please take note that the “Grand Opening” rate was for the first month of our studio being opened; she signed up in the third month. We also take payments monthly not bi-weekly. Both items we were accommodating her financial situation and doing an extra favor because she was referred to us by a mutual friend. She was charged for 4 sessions the day of the contract signing and would be charged again in two weeks. (attached is the processing paperwork)She claims she mentioned specific one-on-one training but she never did nor did she say she would not like group training. Both coaches were present upon her signing the contract and Coach M[redacted] mentioned that most classes are small groups (no more than 4 people). However, due to her early morning appointment time we did not have any client's that wanted to train at that time and more than likely her classes would be alone.A text message was sent prior to the third session letting the client know that she would be joined by another. (she admits this in an email exchange we had. It is highlighted and attached). On her fourth session another client joined her again and she did not protest or say she had a problem before or after the session. She actually mentioned she enjoyed it and the training session was really good. Upon informing her before the 5th session she did mention she did not want to train with other people and she preferred to train alone. She was reminded that it was a group facility and the rate given was for groups. We brought up her enthusiasm and intensity when she worked in the group and that's why it was mentioned “women see better results in groups and I am able to charge less”. She was making progress with or without the group training and the reply touched on her financial situation. Let me add that the way our training sessions are structured is that in no way is the workout or attention changed or compromised.[redacted] was very upset with the text conversation and decided then she did not want to move forward with the training. We offered her to switch coaches and continue to finish off her sessions. She refused again and mentioned she was now uncomfortable and wanted her refund. [redacted] mentions there is not a refund policy. This is completely false. She was sent a copy of the contract August 7, 2017 via text. She was also told via email that the contract clearly states the payment is non transferable and non refundable (email conversation is highlighted as well as the contract section is attached). She then proceeded to say she would leave a negative review if her money was not refunded.(highlighted and attached).Life Building Fitness uses MindBody software and it sends the receipts automatically after every charge. If there was a glitch in the system and she did not get her receipts, we were not notified until now. We told her several times that we cannot assist her on issues we do not know about. When she noticed she didn't get a receipt, she should have let us know to make sure we sent the email again.Coach M[redacted] has several different email addresses for different reasons. He asked which email she wanted to make sure he provided the correct one for her needs. He was not being difficult but was trying to cater to her specific needs.Upon sitting with her and signing the contract along with her general knowledge of how new the business is; she knew we had limited social, internet, and contact information. She knew the website was under construction. At the time of her sign up the coaches had their personal emails on their business cards and she was given a business card. As for a customer satisfaction clause within our contract; that isn't required and therefore, not a necessary comment. She never mentioned any dissatisfaction with the contract nor our services until her request for her refund was denied.As for her disputed amount of $256. Which is her total amount for 8 sessions. She originally requested a refund for the 4 sessions she did not complete and that equals to $128.00. She signed a non transferable and non refundable section of the contract and knows she is not required to get those funds back. (signed contract attached). In her email she attempted to coerce us to refund her money by threatening to write a negative review. However, she admits we did a good job and enjoyed the training and saw improvements in the 4 sessions she attended (email - attached).I understand this was mentioned earlier but both coaches were in attendance when she came in to sign the contract. She was very aware of the contract, looked it over, read it out loud, and asked questions. She was aware of all items on the contract, signed, and initialed. (please see the attached form) Life Building Fitness feels this complaint was malicious and vindictive. She did not get what she wanted (her money back) so she wrote a complaint much worse than anything she told us. She was given many options to full fill her 4 sessions that where not completed. She was told she can either train with another coach or pay a little more to get her one on one sessions. She refused knowing the refund policy. We tried to work with her so that she would not lose out on her money but also stay true to our contract. It’s unfortunate that she is willing to be so negative towards us without noting her faults as well. She never mentioned once to you all that she was late at least twice with barely any notice. She sent a text saying she was going to be late at the time the session was to begin(August 1 & 3 of 2017)*. She also rescheduled/canceled at least two sessions only hours in advanced when the contract clearly states to give us 24 hours or more of advanced notice (July 28 & August 8 of 2017)*. Per contract the sessions could have been deducted but I chose to accommodate her instead. The business has been on Google for quite sometime and we have a 5 star rating with great reviews. Also, Coach M[redacted] has been a certified personal trainer for over 7 years and has trained 100s of clients; never have any of them complained about group training, customer service, or requested a refund. I really do apologize that she had a negative experience; we went above and beyond to accommodate her the best that we could. Thank you for your time, Life Building Fitness LLC[redacted]
Complaint: [redacted]
I am rejecting this response because:LifeBuilding Fitness can write back a thesis again if it wants to, the most significant issue I had, and the ultimate reason I decided to STOP business with them was because he lied about the terms of my contract. I did not just "mention" I wanted personal training, it was the sole purpose in my seeking his help. I said I did not like group training because I know I do not succeed in that environment. The trainer he says was there for my signing was not part of the meeting, she was on her tablet at her desk, working...she had nothing to do with our signing. If I was late, it was by a few minutes and that doesn't effect anyone but me as I did not ask for or expect the session to be delayed (nor was it). Again, those points are irrelevant, I signed up for personal training, not group. If I was "vindictive" I would not have been honest about saying the actual training itself was not bad. My major complaint is customer service. Instead of attacking my character, and deciding that at some points my word was valid (when I say the fitness sessions were good) and doubling back to attempt to reduce my credibility by saying I am late or that I did not complain until I asked for money back is exactly what I mean: horrible customer service. And my letting him know that I would reveal the whole experience in my review, is not coercing, it is yet again honesty. I said I would go to the Revdex.com about his customer service, and I did. Again, it is sad that Life Building Fitness would prefer to write a thesis, send screen shots of texts, emails and a slew of other points that are irrelevant to my concern, instead of simply sending back funds for sessions I did not have because I realized he was being dishonest about the terms of my contract. Even if he would like to say he wasn't lying and that it was a "miscommunication", fine, if there was a miscommunication, and I am not at all satisfied with the group rate he claims he gave me, then a good and honest business would gladly release me from the contract. Not keep my money.
Regards,
[redacted]