Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/23/2024

  Type:Order Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing regarding unresolved issues with Self Made Training Facility Folsom at *****************************************************************, **, *****. On November 1, 2023, my partner and I contracted for two memberships at $1,194, enticed by specific amenities and conditions that have been grossly unmet, leading to substantial dissatisfaction and unjust revocation of our memberships.Security and Access: Despite our contract specifying security access fobs for entry, we've yet to receive these, significantly restricting our facility access and usage.Cardio Machines: The contract explicitly promised immediate availability of cardio machines. Contrarily, these were absent for 3 months post-joining, and their eventual installation failed to meet safety standards, presenting risks to users.Equipment and Exclusivity: The facility's marketing boasted "state-of-the-art" equipment and a strict 25-member cap. This misrepresentation significantly influenced our decision to join but fell short in reality, diminishing our overall experience and satisfaction.Safety and Privacy:Inadequate Hygiene Measures: The alarming lack of essential cleaning supplies in a gym setting, crucial for member health and safety, remained unaddressed despite repeated complaints.Privacy: Instances of non-consensual filming involving us and minors have raised grave privacy concerns. These issues, when escalated to management, were met with dismissal rather than appropriate *************** of Complaints:Our consistent efforts to address these concerns were met with apathy from the facility, culminating in the punitive revocation of our memberships, a measure we find entirely unjustified and retaliatory.In light of the facility's failure to honor contractual obligations and appropriately address our legitimate concerns, we are compelled to seek a full refund. We are not interested in reinstating our memberships but demand acknowledgment of these shortcomings and compensation for the services not rendered as promised.

  Business Response

  Date: 02/26/2024

  At SMTF Folsom, we take pride in the symphony of excellence that defines our fitness experience, with fixed prices as the cornerstone of our commitment to unrivaled results. As a beacon of trust, we distinguish ourselves from the ordinary, and your concerns are integral to our pursuit of perfection.
  In the intricate dance of addressing your feedback, let me emphasize our transparency commitment. VIP access members aren't just participants; they are essential partners in a fitness journey meticulously guided by our seasoned trainers, a detail emphasized at the very start.
  Turning our focus to the serious allegation of unauthorized videoing without evidence, let me underscore our unwavering dedication to privacy. As a private training facility, we impose rules to elevate your experience, and we categorically reject baseless accusations. We pledge to thoroughly investigate and rectify any deviations from our exacting standards.
  In acknowledging the rights of our trainers, it's essential to note that they, too, have the right to eat. Maintaining professionalism while providing a conducive environment for trainers to nourish themselves appropriately is a balance we strive to achieve.
  Stand resolute with us at SMTF Folsom, where accusations without evidence find no foothold. Join a community that thrives on transparency, integrity, and results, where our commitment to your privacy, well-being, and success is embedded in every facet of your fitness journey. Our symphony is one of trust, results, and unwavering dedication to providing an unparalleled fitness experience. Your satisfaction and comfort as a member are of utmost importance to us. We encourage open communication, and should you have any further concerns or experiences to share, please reach out directly to our management team. We are dedicated to maintaining the trust and respect of our community and the fitness industry as a whole. Join us at SMTF Folsom, where our commitment to your success is unwavering. Regarding the issue you raised about potential predation between trainers and members, we want to assure you and all our members that we have a zero-tolerance policy for such behavior. Our commitment to creating a safe and respectful environment is paramount. Any deviation from these standards is not in line with our values, and we take immediate and decisive action to address any concerns brought to our attention. We understand the importance of transparency, and it's essential to clarify that all VIP access members are informed at the beginning of sign-up about the complimentary session with our trainers. This initial session is designed to kickstart your fitness journey with professional guidance tailored to your goals. This individual had Multiple altercations with Our personal Trainers here At SMTF and is being terminated for constant disruptive behavior. Furthermore our VIP Members who include many Military and Law enforcement have also witnessed this individuals bad Energy.     

  Customer Answer

  Date: 02/27/2024

  I am writing to address the response from Self Made Training Facility Folsom to my initial complaint. Upon review, it appears that several critical issues outlined in my original complaint have not been adequately addressed by the business. Furthermore, the nature of the response raises concerns about its authenticity and the possibility of it being AI-generated, given its lack of specificity and failure to directly address the grievances mentioned.
  

  Unaddressed Concerns:

  Security and Access: My original complaint detailed the issue of not receiving security access fobs as per our contract, which has severely limited our access to the facility. This point was notably absent from the business's response.
  Cardio Machines: I highlighted the significant delay in the availability of cardio machines and the safety concerns with the equipment provided. This concern was not addressed in the business's reply.
  Advertised Equipment and Exclusivity: The discrepancy between the advertised state-of-the-art equipment and the actual equipment provided, along with the breach of the promised member cap, was not acknowledged or addressed in the business's response.
  Inadequate Hygiene Measures: The lack of essential cleaning supplies, a critical health and safety concern, was not mentioned in the business's reply.
  Privacy Violations: The serious issue of non-consensual filming was not directly addressed. While the business mentioned a commitment to privacy, they did not acknowledge or address the specific incidents reported.
  Unprofessional Handling of Complaints: The business did not address the concern regarding the apathetic handling of our complaints and the subsequent unjust revocation of our memberships.

  
  Concerns About the Business's Response:

  The response from Self Made Training Facility Folsom was filled with generalized statements and lacked the specificity necessary to address the particular grievances raised in my initial complaint. This raises concerns about the authenticity of the response and whether it was generated by AI to provide a broad, characterless reply rather than addressing the specific issues at hand.

  
  The deflection of issues and focus on unrelated points, such as the behavior of the complainant and the rights of trainers, further supports the concern that the response may not have been thoughtfully crafted to address the real issues but rather generated to deflect and diffuse the situation without substantial resolution.
  Given these observations, I urge the BBB to consider the lack of specific responses to the issues raised and the potential use of AI in crafting the business's reply. The failure to adequately address the complaints undermines the trust and confidence consumers place in businesses to correct issues and uphold their commitments.

  
  I appreciate the BBB's attention to this matter and look forward to a resolution that acknowledges and addresses the specific concerns raised in my initial complaint.