New Lift Gym

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Josh is actually Ashley's boyfriendSo this situation I biasedI tried many times to reschedule and Ashley's "Sixers" dances practices and games left me with times that did not work with my scheduleat the most once a weekI joined this gym thinking I was going to get full sessions in a week, which was promised from Ashley so I can see results for my weddingSo offering me sessions over months when SHE has time time to fit me doesn't benefit meI am not pleased with her training or how I was treated trying to make appointmentsI also never signed anything stating that this isn't refundable, she can't let me or anyone assume thatAny other gym I have joined I always have signed something I asked Ashley to refund me for the services I did not use, which I think is more than fair, yet she refuses Overall if these are her policies they were ever verbally communicated or written for me to signI would still like a refund for the services I never receivedThank you for taking the time to look into this for me Regards, [redacted]

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sans-serif;">From: *** ***Date: Thu, Feb 12, at 11:AMSubject: Response to complaintTo: "***@myRevdex.com.org" Hi,We spoke earlierI am the CEO of Lift gym( *** ***)Here is the written response to ID # ***:We have been made aware of *** ***’ complaint about one of our independent trainers.The trainers at LIFT Gym are independent contractors and each creates their own independent arrangements with clientsThus, the gym does not interfere with agreements between the parties involvedThe trainers and their clients use the facility based upon those independent agreementsWe have no role in mediating, arbitrating, or carrying out those agreements.That notwithstanding, numerous trainers such as MsC*** have a monthly fee structure with their clientsThis fee is similar to a gym membership, where the price remains constant no matter how much or how little their services are usedFor instance, if a client chooses to meet with the trainer for sessions that month or sessions that month, that fee does not change.Our understanding of this particular situation is that MsC*** had a monthly client fee of $280/month (of which $was paid), with the services beginning December 31, 2014, and ending January 31, The client (*** ***) utilized MsC***’s personal training services times that monthAdditionally, *** *** was also provided a nutrition plan and a cardiovascular exercise plan by MsC***, which we have been advised that *** *** also does not dispute.We were advised that *** *** expressed displeasure with the arrangement because her own work schedule did not permit frequent use of MsC***’s servicesThis was not brought forth by the client until midway into the monthIn an effort to provide a gesture of goodwill, MsC*** advised *** *** on January 16, that she would allow her to train (at no additional charge) for two additional weeks beyond the end of January for freeDuring these two weeks, *** *** could use MsC***’s training services as many times as she wishedHowever, *** *** then also requested the opportunity to change the plan from a monthly fee to individual session payments after their agreed-upon month (now weeks) was completeMsC*** agreed, but two weeks passed with no answer from *** ***, who then reportedly demanded her money back after no additional contact or attempts to use MsC***’s services.In extraordinary gesture of goodwill, MsC*** then offered *** *** the opportunity to utilize more training sessions over months for free, to resolve her concerns and to be flexible with *** *** reported busy work scheduleThis is exceptional in our experience for a trainer, and not normally doneNevertheless, *** *** refused, and still demanded her money back.Customer service is of the utmost priority for usSo that there will be no confusion in the future we have learned to strongly encourage individual trainers to put their policies, discussed prior to any arrangements, in writing so that there is no question on the part of their clients.Unfortunately, in this specific case, the trainer’s services were used, for personal training, for nutritional services, and for a cardiovascular training planIn our opinion, MsC*** has gone out of her way to mollify the concerns of her client, and bend over backwards to provide not one, but two resolutionsIt is unfortunate that her client has been unwilling to work these details out, and has demanded a refund, especially in light of the fact that she did use MsC***’s services.From the gym’s perspective, MsC***’s policies are standard practice, and she has made significant efforts to resolve the issue, short of returning her money for services already providedFrom our perspective we believe that MsC*** has acted in good faith in several ways, and consistent with our gym’s focus on customer serviceShe has done this by providing a reasonable price at the outset, providing the services promised, and even modifiying it not once but twice in an attempt to be flexible with the clientWe anticipate that this issue is resolved

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Josh is actually Ashley's boyfriend.. So this situation I biased. I tried many times to reschedule and Ashley's "Sixers" dances practices and games left me with times that did not work with my schedule. at the most once a week. I joined this gym thinking I was going to get 4 full sessions in a week, which was promised from Ashley so I can see results for my wedding. So offering me 10 sessions over 6 months when SHE has time time to fit me doesn't benefit me. I am not pleased with her training or how I was treated trying to make appointments. I also never signed anything stating that this isn't refundable, she can't let me or anyone assume that. Any other gym I have joined I always have signed something. 
I asked Ashley to refund me for the services I did not use, which I think is more than fair, yet she refuses.  Overall if these are her policies they were ever verbally communicated or written for me to sign. I would still like a refund for the services I never received. Thank you for taking the time to look into this for me. 
Regards,
[redacted]