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Business Profile

Personal Trainer

Pure Core Personal Training

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Personal Trainer.

Complaints

This profile includes complaints for Pure Core Personal Training's headquarters and its corporate-owned locations. To view all corporate locations, see

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Pure Core Personal Training has 39 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/29/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 have been a member at retro fitness for over a year, I was injured and unable to go to the gym, I originally froze my account, after recovering, I found it was not the gym for me. I called and cancelled my account. The gentleman who cancelled my account indicated it was canceled and I would get an email. For 2 months no money was removed from my account. However this month I found money taken from my account. When I backtracked I found over 6 months of continuous payments. I called the gym to speak to them, however they said they are unable to refund me my money. I have seen over 15 complaints online for the same thing. The franchise is stating they have no association with them.

      Business Response

      Date: 02/15/2023

      Pure Core Personal Training exited Retro Fitness in 2019 and all accounts were taken in house by the gyms. The member will need to address the matter with Retro directly as they are in possession of account and Pure Core PT is no longer in operation or in possession of the account or any associated payments.

    • Initial Complaint

      Date:09/08/2022

      Type:Product Issues
      Status:
      Answered
      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.
      About one year ago, I canceled my subscription with Retro Fitness gymnasium in ********** ******** due to staff rudeness towards myself and other members. Believing that the employee abided by my request, I went to join an unaffiliated health club.Unfortunately, the employee never canceled my subscription and my credit card continued to be charged. It is my fault that I didnt see the charges until I switched credit cards and their headquarters tried to reach out to me. When I spoke with them over the phone, the customer service agent stated that I would have to return to the ********** location in person, which I did; twice. Both times they stated that there was no manager to cancel my subscription. I later received a call from the manager when I was at work and despite me telling her the situation, she said that she would not cancel my subscription. I am not looking for a refund; all I want is for this company to stop billing me as of this July of 2022 and cancel my subscription. Their business practices seem to be very dishonorable and shady since this company claimed in the beginning that a customer can cancel at any time. Thank you for your assistance.

      Business Response

      Date: 09/28/2022

      Redwood Personal Training has no record of any member under this name and has not serviced accounts in ******** since 2019. All sessions were taken in house by the gym and any concerns will need to be directed to Retro Fitness; Redwood Personal Training has not received any payment for over 3 years and has no information available on this member's account.

      Business Response

      Date: 09/28/2022

      Pure Core Personal Training has not been in existence since 2019 and has not serviced accounts in ******** since early 2019. We have no record of this member in our system and have not billed any clients for over 3 years; any questions will need to be directed to Retro Fitness which has been in possession of the account for over 3 years. 

    Pure Core Personal Training is NOT a BBB Accredited Business.

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