Royalty Fitness

Review: I purchased 30 personal training sessions and paid for all the sessions in advance and set a regular schedule with the trainer to help me meet my fitness goals. Everything seemed fine and normal until I had to ask for a change in my schedule for a few weeks because of a change in my work schedule. The trainer and owner [redacted], informed me that if I emailed their manager, that they could surely accommodate my new schedule in the 3 weeks and that I could not come in at my regular time. I emailed the office manager with every possible time availability I would have in the coming weeks and I never received any response or correspondence about any available sessions. After three weeks of not hearing from them, I emailed them to inform them that I would resume my normal schedule. [redacted] immediately called me and informed me that Rayality Fitness would be closed that weekend and that I would have to resume my normal schedule the following week. I was totally understanding and accommodating at first, but Rayality Fitness continued to cancel my sessions last minute with out offering me any opportunity to reschedule my sessions three more times within a month. After the 3rd time that Rayality Fitness cancelled on me, I wrote a very polite and sincere email letting them know that because of the time conflicts I did not think they could accommodate my schedule and that I would like a refund for my remaining sessions. I got a call back from [redacted] in which he told me that he wouldn't give me a refund and continued to blame me for having cancelled in the past. He did not take ownership for the lack of communication or disorganization and told me that it was too bad I lost my money. All I would like is a refund of my total remaining sessions.Desired Settlement: I would like a refund of my total remaining sessions.

Business

Response:

We were in contact with [redacted] regarding the changes in her work schedule on several occasions either by telephone ,text or email. We came to an agreement with [redacted] regarding her schedule . She was content and willing to work out with her friend twice a week . Everything seemed fine and then suddenly after [redacted] canceled her sessions the following week, we received an email requesting a refund for her remaining 12 sessions.

In regard to us canceling ,Our company does observe various religious and legal holidays and sometimes, we must either cancel or reschedule clients due to personal or business related circumstances that may arise .Either myself or my staff contact the clients as soon as possible either my phone ,text , or email .

If we do not receive a confirmation from our clients , we make a phone call directly to the client.

The incident that [redacted] referred to was addressed immediately by phone.

After all efforts were made to accommodate [redacted] , she refused to work with us and promised that she would let the public know what a negative experience she had.

We have a signed written agreement with [redacted] which clearly states our policy of no refunds , no exceptions..

We are more than willing to fulfill our end of the agreement to finish her remaining personal training sessions and it is unfortunate that she is not willing to fulfill hers.

Throughout the 12 years that I have been in business I have always valued and appreciated each and every one of my clients and I intend to continue to do so.

owner

Consumer

Response:

At this time, I have not been contacted by Royalty Fitness regarding complaint ID [redacted].

Sincerely,