Custom Built
Complaint 254109 Details

I joined the YOU FIT health club back on February 12, 2013 at which time I was shown the facility and counseled on the benefits of having a personal trainer. I have had several hip replacements and back fusions so I needed someone who could show me how to work out without hurting myself further. To join that I had to pay $849 up front and $200 dollars per month for ten months. That gave me a trainer for three days a week, half hour per session. I was given a Young lady that was a trained Chiropractor as my trainer told that she specialized in injuries such as mine. I began my training a week later and all went well at first. The following month I began hurting after my workouts and the pain became worse each passing week. In April I couldn't take the pain and went to see my doctor who immediately told me to stop the workouts. Per their contract my doctor had to explain that I was permanently disabled, which he did and I am. The contract also stated that "if a doctor finds you permanently disabled and complies with Custom Built's disability form then the company will permit you to cancel the remaining portion of your unused sessions.Where a refund is appropriate under this paragraph, Custom Built shall retain the value for services already provided." As I said I provided all their documentation and my contract was allowed to be cancelled. I was told by Christy Bryant that a refund of remaining funds would be sent withing two weeks. I paid $849, plus two payments of $200, totaling $1249 dollars. I used a total of thirteen training sessions costing $325. Subtracting Custom Built's $49 dollar processing fee and the $325 for services rendered,I expected a refund of $875, the balance. After four weeks no check came. I called and my call was sent to a voice mail. No return call. I called again the following week and again got no answer. I waited three weeks longer and called again a little over a week ago, this time someone answered. HIs name was Sam Reser a customer service rep with Custom Built. I explained everything I just stated above and to my shock and surprise was told that Custom Built had no intentions of returning the balance, that they never gave a refund to anyone, ever! I was shocked and told him that was not what I was told, Gave him Christy's name and he told me I was wrong. I asked to speak to a supervisor and he told me he was as high as I could go. I asked if the only way to get my money back was to take them to small claims court? His reply was do what you have to. This is amazing that a company has the right and gets away with keeping money that is not rightfully theirs, I paid for 96 sessions and because the workouts were causing more harm then good was placed on permanent disability. I am now on Social Security Disability and $875 is a lot to me. In addition if they do this to me they must do the same to hundreds of seniors or disabled persons who cannot continue after making a good faith payment for services and are forced to cancel due to no fault of their own. I am certain no one fight, even small claims court is tough and costly. This is terribly wrong please help!