Complaints

This profile includes complaints for GetStrong LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  GetStrong LLC

  151 Q St NE Washington, DC 20002-2140

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  GetStrong LLC

  5661 3rd St NE Washington, DC 20011-2508

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:08/02/2023

  Type:Order Issues
  Status:

  AnsweredMore 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.

  On June 22nd ********************* and I discussed training. During our conversation, I provided him background on my physical health situation. I explained to him that I have scoliosis and have been seeing a chiropractor and physical therapist to treat the diagnosis and the pain. The initial assessment was June 24th. During the assessment I told him that my back was hurting, there we also two excercises that had to be modified because of my lower back pain. After we completed the workout he said he would offer me the family and friends discount. He sent a request via **** *** for $280 and I sent him a confirmation of payment. Later that evening I started feeling pain in my back when my scoliosis flare-ups are bad. On June 26th I texted ***** that my chiropractor advised that I hold off on strength training to avoid injuring myself. On July 3rd, I texted ***** that I decided to hold off on working out with him and will reach back out when my back was better. He never responded to the text but sent two emails of a contract that I've never seen. When we spoke ***** said that his team advised him that he should not provide me a refund. I brought up the contract and asked him why it wasnt sent to me before 7/3 and he did not provide an answer. I told him that it was not signed by me and he said that it didn't matter. I also brought up that based on the contract I was over charged. He told me that my options were I either workout with him and complete the sessions or lose out on $280 but he was not giving me a refund and that I had 30 days before my session expired. I asked him if he could show me where in the contract it states the 30 day expiration because I didnt see it and he said it is not his job to point that up to me. I went back to the contracts and saw that he updated the contract in the ****** doc and changed the cost per session to $75 and added in the 30 day expiration after we got off the phone.

  Business Response

  Date: 08/03/2023

  ************** is a former friend and lover of the company's founder. She contacted us to provide Personal Training indicating a desire to gain 5+ lbs of muscle mass. Client sat for an 20 min consult where she was briefed on training format, purchasing details, and contract details including the fact that sessions are non-refundable unless the assigned trainer refuses to participate.

  ************** indicated she desired Personal Training services on that call. She purchased a 4 pack for $280.00. She was given a complimentary assessment wherein a movement assessment was conducted and she was again asked to confirm her desire to purchase and to schedule with assigned PT.

  Client showed no impairments and when asked indicated no pain, responding with that feels good during stretching portion of session. Trainer then OK'd client for light resistance training and core strengthening to decrease inactivity in hip flexors that contributed to the anterior pelvic tilt. No pain was ever indicated in the session or reported post session. 
  
  Two weeks were given for client to consider options before session value was charged against her, at which point sessions funds were attributed to her purchase.

  Assigned trainer developed custom

  1. 12 week workout plan

  2. 12 week nutrition plan

  3. 12 week recovery plan

  for **************, all were offered and ***** refused, leaving assigned trainer at a loss for the cost of man-hours taken to produce the above plans.

  Customarily, personal training sessions are non-refundable if the trainer is willing and able to perform, as was the case with **************.
  

  The nature of personal health training as a product means you seeking to build peoples motivation and commitment and both need to be developed to successfully implement lifestyle change and workouts. If everyone can simply cancel, they will always cancel when it feels uncomfortable.

  ************** then refused to participate in the training sessions due to a personal preference for chiropractic therapy, completing changing her opinion after her trainer already created the content that she purchased and blocked schedule time, preventing other clients from paying for those slots.

  ************** was offered multiple times, discount options and more to encourage her to participate and work down her sessions, but she refused without providing any material reason. 
  

  ************* is still eligible to work down the 4 hours she purchased at her convenience.

  I am concerned that due to the personal relationship between ************** and our founder, there is concern that this is motivated by personal feelings and not by actual misconduct on our part.

  We to the letter of what was described, provided the best service possible.