In response to your letter date November 9, regarding the above complaint: I operate a small private one-on-one personal training studioEach client is on a weekly schedule for a one hour sessionThe number of days will vary with each clientMy studio is open days a week with 40- sessions per weekI am the only trainerEvery client is expected to arrive minutes early to waprior to their session If you need to cancel or reschedule I require a hour cancellation noticePlease refer to the attached copy of my “Cancellation Policy” that is visible in the waareaOn March [redacted] was returning from maternity leave and purchased a “Spring Special” discounted personal training package of sessions for $per session with a total cost of $ [redacted] was on a weekly schedule of three sessions per week [redacted] was consistent with last minute cancellations via text and/or no showI was sympathetic to [redacted] with being a new mother including another small child and limited childcareWith the efforts to help [redacted] stay on track with her fitness goals, there were many times I would allow her children in the studioSeptember I advised [redacted] that she was getting to the end of her sessionsThere were about sessions remaining and I needed to refer to her file for the exact amount [redacted] advised at that time she would no longer be working part-time and would now be working full-timeShe could no longer work out three times a week and would have to drop to twice a weekShortly after that conversation [redacted] advised that with her limited childcare and full-time work schedule she could only workout one day per week and could not afford to renewI informed [redacted] she had sessions remainingI recommended with her history of cancellations/no shows it would be in her best interest to move from the Saturday 7:am session to the 11:am session or to float her day each weekWith most of ***’s sessions lost to the Cancellation Policy I thought this would be the best way to get [redacted] in the StudioI am very disheartened with ***’s complaintI have empathy and compassion for all of my clientsI am very passionate about what I doThis is also a business and I stand behind my studio policies
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] This response contains inaccuracies I did not ask for sessions to “be sure of the commute “, it was to test the services of this business It is not true that I had no issues with the commute- [redacted] has no idea how I had to move my work schedule to make it on time to her studio The reason I put the sessions on hold was not about cold weather, it was about my injury and the fact that it was not going to heal for at least months per my doctor The Response does not address the numerous times [redacted] said she would forward to my email the contract and the number of sessions I had remaining, which she never did, although I requested it on separate occasions, nor why she never provided this informationAnd even the response to this complaint does not say how many unused sessions I paid for! The response contains omissions We had a phone conversation on Dec 12, in which [redacted] said she would send me an accounting in writing of my sessions used and remaining, which she never did (request number one) We texted on Feb and again I asked for an accounting, and I told [redacted] that I didn’t want to get back on the schedule because my arm was still sore, the doc said it would take months to heal, and I would be better off doing stationary cyclingShe texted that I had sessions remaining (Request number 2) After that I got nothing via email as she had said she would do, and texted again on Feb 5th, and this time [redacted] texted she would send me a copy of the contract, the hour cancellation policy, and that I had sessions, remaining, not She texted me that I could give the sessions away or sell them to someone I asked again in the text that day for an email with the contract and something in writing saying how many sessions I had and their dollar value (request number 3) I received nothing in response On Feb I texted again, asking for the confirmation of the sessions remaining and their dollar value, (request number 4) and per her suggestion to sell my sessions, asked that she use my prepaid sessions to sell them to one of her existing clients or a new client at a 20% discount, which she could split with the client, so I could get some of the money back for them, and to please consider and confirm and otherwise I was going to report to the Revdex.com, which I did not want to do I have these texts and can provide them if needed This response says nothing about why she as a business should keep money from clients for services not rendered, especially for sessions (or or whatever the number is as I never got my accounting), and especially since I got injured as a result of her training sessions, other than “I don’t give refunds” If I have unused sessions remaining, at $a session, that is worth $ Of course it would be advantageous for her to keep that money, since she does no work for it! Just because she allegedly has a no refund policy (I haven’t received a copy of the contract I signed from her as she promised) doesn’t make it ethically right [redacted] can easily transfer those sessions to a new client and use their money to pay me back, but she apparently does not care about clients’ well-being and satisfaction as much as her bottom line Her response does not mention this request I made of her and why she has not done it What kind of a business model does she have where she needs to keep money from people to whom she is not providing services? I have no idea what this sentence in the response means, as it is not grammatically correct"I agreed with her decision as she had less then my hour cancellation notice requirement." Regards, [redacted]
September 14,2017; *** *** come into my studio for a private consultation. *** was not sure about the commute and asked if she could purchase a couple of session instead of the 25, or package of session which is what I usually sell so that she could be sure of the
commute. I accommodated and sold her sessions. On September 26, after using four of her sessions and having no issues with her commute *** purchased a package of sessions at a discounted rate of $per session. My package is $per session. On December 14, *** asked if she could put her sessions on hold. Reason giving was that she was not motivated with the cold weather. *** advised that she would contact me to get back on the schedule in March. I agreed with her decision as she had less then my hour cancellation notice requirement. On February 1, *** inquired about how many sessions she had remaining. Ask if she could have a refund. Was too stressful to come after work. I advised *** of my "No Refund" policy that is posted in my studio and each client signs. My studio is open days a week and nights. Tried to find better time options. On February received text message from *** expressing how she had been not been satisfied with her sessions. That she was going to report NA Fitness to the Revdex.com. On February 15, I received notice from the Revdex.com of a complaint
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 # ***
Again, this contains inaccuracies and omissionsRegarding the comment "To my surprise *** referred to an injury that occurred with a third trainer. After reviewing the file the session was on November 11, 2017. Notes from trainer: Weak hamstrings, did great other than that. It was a total body workout. A body bar weight and a TRX were used. There was not mention of any issue or injury from the November 11, workout until February 15, when a complaint was filed after a refund was not allowed.", this is as I had check-ins with her (or whatever trainer I had that day) on subsequent sessions to that session, where she asked how I was feeling, and I told her my arm was sore, probably due to too much weight and that I was going to see a doctor about it I said in my text on Feb 1, in response to her text "Hey how are you? You have sessions. Did you want to get back on the schedule?" I replied "I actually don't. My arm is still sore (the doc said it would take months or longer to heal) and my knee is still stiff..." (see attachment). Why did my sessions remaining change from to to 24?? I have no confidence in the record keeping of this business. And I repeatedly asked AND WAS TOLD I WOULD GET DOCUMENTATION of what I had remaining via email but never did. If the no refund policy is because of sessions reserved for clients and the inability to take on new clients, that would have ended on Dec 14 2017 when I asked to be taken off the schedule until March, and then confirmed on Feb when I asked for a refund, so there should have been NO time that was being held for me after December 2017. Therefore my request for a refund did NOT prevent *** from taking on other clients, as she is claimingPerhaps she thought she should hold my time anyway in case I changed my mind the next day and decided to come in?? That would be very accomodating on her part, but not expected on my part. 4.The following statement is not true and/or does not make sense: " I have offered to try and sell them at a discounted rate. I have accommodated *** from the first day. I held her times slots for four months for her return. At the end of the day I am operating a business and I stand by my policy." I have received NO communication at all from *** saying *** offered to sell my unused sessions at a discount. In fact, I WAS THE ONE who made that proposal, with no response from her. Has she done it? How may clients has it been offered to, and what was the outcome? We don't know since there is no communication. It makes no sense that she "held her time slots for four months for her return." I requested from Dec 14, then confirmed on Feb I did not want to return. That is months, not months! And, why would she hold my sessions if she knew I was not going to be there?? It is true that *** did try to accommodate me schedule-wise and offer alternative times, but I still did not get the proper accounting, proper communication as promised, and her no-refund reasoning makes no sense. Why would she hold sessions for me if I said I wanted a break, why would she say it was for months when it was only months, and why did she say the injury was a surprise when it was discussed at least times in text and in person with trainers? I realize *** has several clients and this is a lot to remember, but all I really want is a refund for my unused sessionsAll *** has to do is use any new funds from clients to refund to me my already paid sessions and use those pre-paid sessions. *** is not a bad trainer- my dissatisfaction is with a) the lack of promised communication and record keeping; b) the passing off to other trainers- this is a bait and switch technique; and c) the refusal to refund my prepaid fees.
Regards,
*** ***
September 14,2017; *** *** come into my studio for a private consultation. *** was not sure about the commute and asked if she could purchase a couple of session instead of the 25, or package of session which is what I usually sell so that she could be sure of the commute. I accommodated and sold her sessions. On September 26, after using four of her sessions and having no issues with her commute *** purchased a package of sessions at a discounted rate of $per session. My package is $per session. On December 14, *** asked if she could put her sessions on hold. Reason giving was that she was not motivated with the cold weather. *** advised that she would contact me to get back on the schedule in March. I agreed with her decision as she had sessions that had been cancelled within less then my hour cancellation notice requirement. On February 1, *** inquired about how many sessions she had remaining. Ask if she could have a refund. Was too stressful to come after work. I advised *** of my "No Refund" policy that is posted in my studio and each client signs. My studio is open days a week and nights. Tried to find better time options to help keep *** on the schedule. On February received text message from *** expressing that she was not been satisfied with her sessions. That she was going to report NA Fitness to the Revdex.com. On February 15, I received notice from the Revdex.com of a complaint that had been filed by ***. To my surprise *** referred to an injury that occurred with a third trainer. After reviewing the file the session was on November 11, 2017. Notes from trainer: Weak hamstrings, did great other than that. It was a total body workout. A body bar weight and a TRX were used. There was not mention of any issue or injury from the November 11, workout until February 15, when a complaint was filed after a refund was not allowed. My Refund Policy as posted in my studio and documentation when first entering my studio is as follows: TO BE SURE THAT MY STYLE OF TRAINING IS RIGHT FOR YOU, THE FIRST SESSION IS FREE OF CHARGE. IF YOU CHOOSE TO CONTINUE, AND PURCHASE A PACKAGE OF TIME WITH ME, THAT RESERVES THOSE TIME SLOTS FOR YOU. THESE RESERVED TIME SLOTS AFFECT HOW MANY OTHER CLIENTS I CAN TAKE ON. FOR THAT REASON, I DO NOT OFFER REFUNDS.At this time Pat has unused sessions. *** can use these session or give them to a friend or family as a gift certificate. I have offered to try and sell them at a discounted rate. I have accommodated *** from the first day. I held her times slots for four months for her return. At the end of the day I am operating a business and I stand by my policy
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]. .
1. This response contains inaccuracies. I did not ask for 10 sessions to “be sure of the commute “, it was to test the services of this business. It is not true that I had no issues with the commute- [redacted] has no idea how I had to move my work schedule to make it on time to her studio. The reason I put the sessions on hold was not about cold weather, it was about my injury and the fact that it was not going to heal for at least 6 months per my doctor. 2. The Response does not address the numerous times [redacted] said she would forward to my email the contract and the number of sessions I had remaining, which she never did, although I requested it on 3 separate occasions, nor why she never provided this information. And even the response to this complaint does not say how many unused sessions I paid for!3. The response contains omissions. We had a phone conversation on Dec 12, in which [redacted] said she would send me an accounting in writing of my sessions used and remaining, which she never did (request number one). We texted on Feb 1 and again I asked for an accounting, and I told [redacted] that I didn’t want to get back on the schedule because my arm was still sore, the doc said it would take 6 months to heal, and I would be better off doing stationary cycling. She texted that I had 32 sessions remaining (Request number 2). After that I got nothing via email as she had said she would do, and texted again on Feb 5th, and this time [redacted] texted she would send me a copy of the contract, the 24 hour cancellation policy, and that I had 23 sessions, remaining, not 32. She texted me that I could give the sessions away or sell them to someone. I asked again in the text that day for an email with the contract and something in writing saying how many sessions I had and their dollar value. (request number 3). I received nothing in response. On Feb 11 I texted again, asking for the confirmation of the sessions remaining and their dollar value, (request number 4) and per her suggestion to sell my sessions, asked that she use my prepaid sessions to sell them to one of her existing clients or a new client at a 20% discount, which she could split with the client, so I could get some of the money back for them, and to please consider and confirm and otherwise I was going to report to the Revdex.com, which I did not want to do. I have these texts and can provide them if needed.4. This response says nothing about why she as a business should keep money from clients for services not rendered, especially for 32 sessions (or 23 or whatever the number is as I never got my accounting), and especially since I got injured as a result of her training sessions, other than “I don’t give refunds”. If I have 32 unused sessions remaining, at $40 a session, that is worth $1280. Of course it would be advantageous for her to keep that money, since she does no work for it! Just because she allegedly has a no refund policy (I haven’t received a copy of the contract I signed from her as she promised) doesn’t make it ethically right. [redacted] can easily transfer those sessions to a new client and use their money to pay me back, but she apparently does not care about clients’ well-being and satisfaction as much as her bottom line. Her response does not mention this request I made of her and why she has not done it. What kind of a business model does she have where she needs to keep money from people to whom she is not providing services? 5. I have no idea what this sentence in the response means, as it is not grammatically correct. "I agreed with her decision as she had 11 less then my 24 hour cancellation notice requirement."
Regards,
[redacted]
In response to your letter date November 9, 2015 regarding the above complaint: I operate a small private one-on-one personal training studio. Each client is on a weekly schedule for a one hour session. The number of days will vary with each client. My studio is open 6 days a week with 40-45...
sessions per week. I am the only trainer. Every client is expected to arrive 10 minutes early to warm-up prior to their session If you need to cancel or reschedule I require a 24 hour cancellation notice. Please refer to the attached copy of my “Cancellation Policy” that is visible in the warm-up area. On March 2015 [redacted] was returning from maternity leave and purchased a “Spring Special” discounted personal training package of 50 sessions for $40 per session with a total cost of $2000. [redacted] was on a weekly schedule of three sessions per week. [redacted] was consistent with last minute cancellations via text and/or no show. I was sympathetic to [redacted] with being a new mother including another small child and limited childcare. With the efforts to help [redacted] stay on track with her fitness goals, there were many times I would allow her children in the studio. September 2015 I advised [redacted] that she was getting to the end of her sessions. There were about 10 sessions remaining and I needed to refer to her file for the exact amount. [redacted] advised at that time she would no longer be working part-time and would now be working full-time. She could no longer work out three times a week and would have to drop to twice a week. Shortly after that conversation [redacted] advised that with her limited childcare and full-time work schedule she could only workout one day per week and could not afford to renew. I informed [redacted] she had 5 sessions remaining. I recommended with her history of cancellations/no shows it would be in her best interest to move from the Saturday 7:00 am session to the 11:30 am session or to float her day each week. With most of [redacted]’s sessions lost to the Cancellation Policy I thought this would be the best way to get [redacted] in the Studio. I am very disheartened with [redacted]’s complaint. I have empathy and compassion for all of my clients. I am very passionate about what I do. This is also a business and I stand behind my studio policies
In response to your letter date November 9, regarding the above complaint: I operate a small private one-on-one personal training studioEach client is on a weekly schedule for a one hour sessionThe number of days will vary with each clientMy studio is open days a week with 40- sessions per weekI am the only trainerEvery client is expected to arrive minutes early to waprior to their session If you need to cancel or reschedule I require a hour cancellation noticePlease refer to the attached copy of my “Cancellation Policy” that is visible in the waareaOn March [redacted] was returning from maternity leave and purchased a “Spring Special” discounted personal training package of sessions for $per session with a total cost of $ [redacted] was on a weekly schedule of three sessions per week [redacted] was consistent with last minute cancellations via text and/or no showI was sympathetic to [redacted] with being a new mother including another small child and limited childcareWith the efforts to help [redacted] stay on track with her fitness goals, there were many times I would allow her children in the studioSeptember I advised [redacted] that she was getting to the end of her sessionsThere were about sessions remaining and I needed to refer to her file for the exact amount [redacted] advised at that time she would no longer be working part-time and would now be working full-timeShe could no longer work out three times a week and would have to drop to twice a weekShortly after that conversation [redacted] advised that with her limited childcare and full-time work schedule she could only workout one day per week and could not afford to renewI informed [redacted] she had sessions remainingI recommended with her history of cancellations/no shows it would be in her best interest to move from the Saturday 7:am session to the 11:am session or to float her day each weekWith most of ***’s sessions lost to the Cancellation Policy I thought this would be the best way to get [redacted] in the StudioI am very disheartened with ***’s complaintI have empathy and compassion for all of my clientsI am very passionate about what I doThis is also a business and I stand behind my studio policies
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] This response contains inaccuracies I did not ask for sessions to “be sure of the commute “, it was to test the services of this business It is not true that I had no issues with the commute- [redacted] has no idea how I had to move my work schedule to make it on time to her studio The reason I put the sessions on hold was not about cold weather, it was about my injury and the fact that it was not going to heal for at least months per my doctor The Response does not address the numerous times [redacted] said she would forward to my email the contract and the number of sessions I had remaining, which she never did, although I requested it on separate occasions, nor why she never provided this informationAnd even the response to this complaint does not say how many unused sessions I paid for! The response contains omissions We had a phone conversation on Dec 12, in which [redacted] said she would send me an accounting in writing of my sessions used and remaining, which she never did (request number one) We texted on Feb and again I asked for an accounting, and I told [redacted] that I didn’t want to get back on the schedule because my arm was still sore, the doc said it would take months to heal, and I would be better off doing stationary cyclingShe texted that I had sessions remaining (Request number 2) After that I got nothing via email as she had said she would do, and texted again on Feb 5th, and this time [redacted] texted she would send me a copy of the contract, the hour cancellation policy, and that I had sessions, remaining, not She texted me that I could give the sessions away or sell them to someone I asked again in the text that day for an email with the contract and something in writing saying how many sessions I had and their dollar value (request number 3) I received nothing in response On Feb I texted again, asking for the confirmation of the sessions remaining and their dollar value, (request number 4) and per her suggestion to sell my sessions, asked that she use my prepaid sessions to sell them to one of her existing clients or a new client at a 20% discount, which she could split with the client, so I could get some of the money back for them, and to please consider and confirm and otherwise I was going to report to the Revdex.com, which I did not want to do I have these texts and can provide them if needed This response says nothing about why she as a business should keep money from clients for services not rendered, especially for sessions (or or whatever the number is as I never got my accounting), and especially since I got injured as a result of her training sessions, other than “I don’t give refunds” If I have unused sessions remaining, at $a session, that is worth $ Of course it would be advantageous for her to keep that money, since she does no work for it! Just because she allegedly has a no refund policy (I haven’t received a copy of the contract I signed from her as she promised) doesn’t make it ethically right [redacted] can easily transfer those sessions to a new client and use their money to pay me back, but she apparently does not care about clients’ well-being and satisfaction as much as her bottom line Her response does not mention this request I made of her and why she has not done it What kind of a business model does she have where she needs to keep money from people to whom she is not providing services? I have no idea what this sentence in the response means, as it is not grammatically correct"I agreed with her decision as she had less then my hour cancellation notice requirement." Regards, [redacted]
September 14,2017; *** *** come into my studio for a private consultation. *** was not sure about the commute and asked if she could purchase a couple of session instead of the 25, or package of session which is what I usually sell so that she could be sure of the
commute. I accommodated and sold her sessions. On September 26, after using four of her sessions and having no issues with her commute *** purchased a package of sessions at a discounted rate of $per session. My package is $per session. On December 14, *** asked if she could put her sessions on hold. Reason giving was that she was not motivated with the cold weather. *** advised that she would contact me to get back on the schedule in March. I agreed with her decision as she had less then my hour cancellation notice requirement. On February 1, *** inquired about how many sessions she had remaining. Ask if she could have a refund. Was too stressful to come after work. I advised *** of my "No Refund" policy that is posted in my studio and each client signs. My studio is open days a week and nights. Tried to find better time options. On February received text message from *** expressing how she had been not been satisfied with her sessions. That she was going to report NA Fitness to the Revdex.com. On February 15, I received notice from the Revdex.com of a complaint
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 # ***
Again, this contains inaccuracies and omissionsRegarding the comment "To my surprise *** referred to an injury that occurred with a third trainer. After reviewing the file the session was on November 11, 2017. Notes from trainer: Weak hamstrings, did great other than that. It was a total body workout. A body bar weight and a TRX were used. There was not mention of any issue or injury from the November 11, workout until February 15, when a complaint was filed after a refund was not allowed.", this is as I had check-ins with her (or whatever trainer I had that day) on subsequent sessions to that session, where she asked how I was feeling, and I told her my arm was sore, probably due to too much weight and that I was going to see a doctor about it I said in my text on Feb 1, in response to her text "Hey how are you? You have sessions. Did you want to get back on the schedule?" I replied "I actually don't. My arm is still sore (the doc said it would take months or longer to heal) and my knee is still stiff..." (see attachment). Why did my sessions remaining change from to to 24?? I have no confidence in the record keeping of this business. And I repeatedly asked AND WAS TOLD I WOULD GET DOCUMENTATION of what I had remaining via email but never did. If the no refund policy is because of sessions reserved for clients and the inability to take on new clients, that would have ended on Dec 14 2017 when I asked to be taken off the schedule until March, and then confirmed on Feb when I asked for a refund, so there should have been NO time that was being held for me after December 2017. Therefore my request for a refund did NOT prevent *** from taking on other clients, as she is claimingPerhaps she thought she should hold my time anyway in case I changed my mind the next day and decided to come in?? That would be very accomodating on her part, but not expected on my part. 4.The following statement is not true and/or does not make sense: " I have offered to try and sell them at a discounted rate. I have accommodated *** from the first day. I held her times slots for four months for her return. At the end of the day I am operating a business and I stand by my policy." I have received NO communication at all from *** saying *** offered to sell my unused sessions at a discount. In fact, I WAS THE ONE who made that proposal, with no response from her. Has she done it? How may clients has it been offered to, and what was the outcome? We don't know since there is no communication. It makes no sense that she "held her time slots for four months for her return." I requested from Dec 14, then confirmed on Feb I did not want to return. That is months, not months! And, why would she hold my sessions if she knew I was not going to be there?? It is true that *** did try to accommodate me schedule-wise and offer alternative times, but I still did not get the proper accounting, proper communication as promised, and her no-refund reasoning makes no sense. Why would she hold sessions for me if I said I wanted a break, why would she say it was for months when it was only months, and why did she say the injury was a surprise when it was discussed at least times in text and in person with trainers? I realize *** has several clients and this is a lot to remember, but all I really want is a refund for my unused sessionsAll *** has to do is use any new funds from clients to refund to me my already paid sessions and use those pre-paid sessions. *** is not a bad trainer- my dissatisfaction is with a) the lack of promised communication and record keeping; b) the passing off to other trainers- this is a bait and switch technique; and c) the refusal to refund my prepaid fees.
Regards,
*** ***
September 14,2017; *** *** come into my studio for a private consultation. *** was not sure about the commute and asked if she could purchase a couple of session instead of the 25, or package of session which is what I usually sell so that she could be sure of the commute. I accommodated and sold her sessions. On September 26, after using four of her sessions and having no issues with her commute *** purchased a package of sessions at a discounted rate of $per session. My package is $per session. On December 14, *** asked if she could put her sessions on hold. Reason giving was that she was not motivated with the cold weather. *** advised that she would contact me to get back on the schedule in March. I agreed with her decision as she had sessions that had been cancelled within less then my hour cancellation notice requirement. On February 1, *** inquired about how many sessions she had remaining. Ask if she could have a refund. Was too stressful to come after work. I advised *** of my "No Refund" policy that is posted in my studio and each client signs. My studio is open days a week and nights. Tried to find better time options to help keep *** on the schedule. On February received text message from *** expressing that she was not been satisfied with her sessions. That she was going to report NA Fitness to the Revdex.com. On February 15, I received notice from the Revdex.com of a complaint that had been filed by ***. To my surprise *** referred to an injury that occurred with a third trainer. After reviewing the file the session was on November 11, 2017. Notes from trainer: Weak hamstrings, did great other than that. It was a total body workout. A body bar weight and a TRX were used. There was not mention of any issue or injury from the November 11, workout until February 15, when a complaint was filed after a refund was not allowed. My Refund Policy as posted in my studio and documentation when first entering my studio is as follows: TO BE SURE THAT MY STYLE OF TRAINING IS RIGHT FOR YOU, THE FIRST SESSION IS FREE OF CHARGE. IF YOU CHOOSE TO CONTINUE, AND PURCHASE A PACKAGE OF TIME WITH ME, THAT RESERVES THOSE TIME SLOTS FOR YOU. THESE RESERVED TIME SLOTS AFFECT HOW MANY OTHER CLIENTS I CAN TAKE ON. FOR THAT REASON, I DO NOT OFFER REFUNDS.At this time Pat has unused sessions. *** can use these session or give them to a friend or family as a gift certificate. I have offered to try and sell them at a discounted rate. I have accommodated *** from the first day. I held her times slots for four months for her return. At the end of the day I am operating a business and I stand by my policy
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]. .
1. This response contains inaccuracies. I did not ask for 10 sessions to “be sure of the commute “, it was to test the services of this business. It is not true that I had no issues with the commute- [redacted] has no idea how I had to move my work schedule to make it on time to her studio. The reason I put the sessions on hold was not about cold weather, it was about my injury and the fact that it was not going to heal for at least 6 months per my doctor. 2. The Response does not address the numerous times [redacted] said she would forward to my email the contract and the number of sessions I had remaining, which she never did, although I requested it on 3 separate occasions, nor why she never provided this information. And even the response to this complaint does not say how many unused sessions I paid for!3. The response contains omissions. We had a phone conversation on Dec 12, in which [redacted] said she would send me an accounting in writing of my sessions used and remaining, which she never did (request number one). We texted on Feb 1 and again I asked for an accounting, and I told [redacted] that I didn’t want to get back on the schedule because my arm was still sore, the doc said it would take 6 months to heal, and I would be better off doing stationary cycling. She texted that I had 32 sessions remaining (Request number 2). After that I got nothing via email as she had said she would do, and texted again on Feb 5th, and this time [redacted] texted she would send me a copy of the contract, the 24 hour cancellation policy, and that I had 23 sessions, remaining, not 32. She texted me that I could give the sessions away or sell them to someone. I asked again in the text that day for an email with the contract and something in writing saying how many sessions I had and their dollar value. (request number 3). I received nothing in response. On Feb 11 I texted again, asking for the confirmation of the sessions remaining and their dollar value, (request number 4) and per her suggestion to sell my sessions, asked that she use my prepaid sessions to sell them to one of her existing clients or a new client at a 20% discount, which she could split with the client, so I could get some of the money back for them, and to please consider and confirm and otherwise I was going to report to the Revdex.com, which I did not want to do. I have these texts and can provide them if needed.4. This response says nothing about why she as a business should keep money from clients for services not rendered, especially for 32 sessions (or 23 or whatever the number is as I never got my accounting), and especially since I got injured as a result of her training sessions, other than “I don’t give refunds”. If I have 32 unused sessions remaining, at $40 a session, that is worth $1280. Of course it would be advantageous for her to keep that money, since she does no work for it! Just because she allegedly has a no refund policy (I haven’t received a copy of the contract I signed from her as she promised) doesn’t make it ethically right. [redacted] can easily transfer those sessions to a new client and use their money to pay me back, but she apparently does not care about clients’ well-being and satisfaction as much as her bottom line. Her response does not mention this request I made of her and why she has not done it. What kind of a business model does she have where she needs to keep money from people to whom she is not providing services? 5. I have no idea what this sentence in the response means, as it is not grammatically correct. "I agreed with her decision as she had 11 less then my 24 hour cancellation notice requirement."
Regards,
[redacted]
In response to your letter date November 9, 2015 regarding the above complaint: I operate a small private one-on-one personal training studio. Each client is on a weekly schedule for a one hour session. The number of days will vary with each client. My studio is open 6 days a week with 40-45...
sessions per week. I am the only trainer. Every client is expected to arrive 10 minutes early to warm-up prior to their session If you need to cancel or reschedule I require a 24 hour cancellation notice. Please refer to the attached copy of my “Cancellation Policy” that is visible in the warm-up area. On March 2015 [redacted] was returning from maternity leave and purchased a “Spring Special” discounted personal training package of 50 sessions for $40 per session with a total cost of $2000. [redacted] was on a weekly schedule of three sessions per week. [redacted] was consistent with last minute cancellations via text and/or no show. I was sympathetic to [redacted] with being a new mother including another small child and limited childcare. With the efforts to help [redacted] stay on track with her fitness goals, there were many times I would allow her children in the studio. September 2015 I advised [redacted] that she was getting to the end of her sessions. There were about 10 sessions remaining and I needed to refer to her file for the exact amount. [redacted] advised at that time she would no longer be working part-time and would now be working full-time. She could no longer work out three times a week and would have to drop to twice a week. Shortly after that conversation [redacted] advised that with her limited childcare and full-time work schedule she could only workout one day per week and could not afford to renew. I informed [redacted] she had 5 sessions remaining. I recommended with her history of cancellations/no shows it would be in her best interest to move from the Saturday 7:00 am session to the 11:30 am session or to float her day each week. With most of [redacted]’s sessions lost to the Cancellation Policy I thought this would be the best way to get [redacted] in the Studio. I am very disheartened with [redacted]’s complaint. I have empathy and compassion for all of my clients. I am very passionate about what I do. This is also a business and I stand behind my studio policies