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:06/12/2024

  Type:Product 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.

  Hi! I requested a refund from Evolve because lately due to my work hours, construction and heavy traffic, I cannot make it to my scheduled training sessions. I have already had to reschedule 3 times and it is only going to get worse because I realize they do alot of construction during the summer. . I live in Lexington and commute to the VA in Louisville. Evolve is in Lexington and they are only open to 8 pm. I cannot do Saturday because that is my Sabbath. Since I recently moved back, I was not aware of all the construction between here and Louisville. I do not get off until 5pm. By the time I get to the freeway, it’s already 530pm. It’s takes 1.5 hours to drive AT minimum. My sessions are supposed to be 1 hour.
  Stressing to make it to an exercise appt will defeat the purpose of hiring them! It has already made me restart some bad eating habits. Plus, they have refunded me before when they charged the Wrong card. So them saying they cannot refund me is untrue. Plus, the accountability, customized workouts and training they promised has not been fulfilled in these past 4 weeks. I had to tell my trainer to make my program more vigorous, use free weights, that I’m not sweating or having a successful training session. It’s like she doesn’t “observe” me. She doesn’t check in with me. She doesn’t comment on my food intake or choices that I document in the app. I am not even sure she looks at what I’m documenting in the app??? She’s never ONCE said anything. I have to ASK her for her opinion. I’ve missed 3 days of documenting my food and she has said NOTHING. That’s not building my confidence in her nor is it showing she has an interest in me as an INDIVIDUAL.
  How could I feel psychologically and physically comfortable in EVEN going back to a company that has shown me that they do not have my BEST interest at heart? I think the trust is broken and cannot be repaired.
  Therefore I am requesting BBB to assist me in obtaining my refund of 744.12. Sincerely ***** ******

  Business Response

  Date: 06/19/2024

  Please See Attachments for complete response(limited in this description due to max character count reached):
  
  Dear Better Business Bureau,
  We are writing in response to the complaint filed by ***** ****** regarding her experience with Evolved Personal Training L.L.C.. *** ******** concerns primarily revolve around her request for a refund due to personal scheduling conflicts. Here is our detailed response:
  *** ****** signed a contract with Evolved Personal Training on May 2, 2024, committing to one training session per week at a rate of $260 per month. She expressed satisfaction initially, even opting for our 3-month paid-in full promotion with a 10% discount after just her first month. This payment totaled $702 plus applicable sales tax, amounting to $744.12.
  *** ****** messaged her trainer on 6.11.24(see attachment) requesting the cancellation of services(against contract agreement Termination Policy). Her trainer explained the situation and offered other accommodations for training days and times without the loss of training sessions. *** ****** never responded to her trainer and 17 hours later filed the complaint with the BBB.
  Evolved Personal Training adheres strictly to our policy, which states that we “do not issue refunds for unused training sessions or any other products or services. All sales are final. No guarantees, offers, or promotions are valid for refunds.” This policy is clearly outlined in the terms and conditions of our agreement, which *** ****** acknowledged and agreed to upon signing. (see attachments)
  (Response continued in attachment labeled: Dear BBB ***** ******)
  
  Thank you for your attention to this matter.
  Sincerely,
  Evolved Personal Training LLC