Complaints

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• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair 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.

  In November 2023, I purchased 10 classes of PERSONAL TRAINING sessions with this PILATES INSTRCUTOR named ****** at Infinity fitness. Prior to making this pucrchase I clearly told her that I am a physician and my schedules are long & busy so I will have to spread those classes over several months. She said that should not be a problem and she asked me to sign the agreement paper with this purchase and I did sign assuming that she agreed to the above mentioned. Winter months were busy and I could only use 3 out of those 10 sessions. When time permitted, in December 2023 and also in april 2024 I texted her regarding when can I get the next session but she said she is booked for that week. I even can take a picture of all those TEXT MESSAGES and send it to you guys. I texted her again later in July, August, 2024 and got the same response. Again on Sep 2nd, texted her to see if any openings for personal training sessions. This times she said "Your PAID SESSIONS have EXPIRED in 90 days from purchase date and you have to pay again if you need a fitness session. Our policy is very clear and transparent". I was SPEECHLESS and utterly utterly dissappointed. If she would have told me about that "90 days policy", I would not have made that purchase for 100% sure. What kind of business ethics and standards are these?? She is clearly cheating in the name of "policy". These kind of UNFAIR, UNETHICAL, UNPROFESSIONAL, DECEPTIVE practices should not be encouraged and should be punished.Kindly kindly look into this and help me get that rest of the money (560$) back. I am happy to provide any details requested/needed. If you have any questions regarding this, please call me at **********. Thank you very much.

  Business Response

  Date: 09/16/2024

  Client ****** purhcased a 10 package of private training sessions after his initial Introductory training session (a 1 session training with no commitment). He asked me repeately "how long will it take to see results?" I explained that I couldn't answer that exactly, (just as he can't tell his patients how long it will take them to see their cholesterol go down, etc.) that depends on his dedication and how often he comes to train as well as what he is doing outside of training. When he purcased the 10 package, I explained the expiration date of 120 days (I misspoke when I texted him 90 days, but that is moot at this point) but he said even with his scheudle, he was committed to coming "at least twice a week" (as he told me) because he really wanted to see changes - he was envious of his older co-workers who did not have the pains that he had. He was motivated and wanted to make changes to his lifestyle and health. He came to see me on 11/6, 11/7, 11/16 and 11/20 of 2023. As you can see from those bookings, I was not difficult to book with when scheuded in advance. He singed a health wavier (having nothing to do with pricing or attendance so I am not sure what he refers to in that portion of his complaint). Our expiration policy is clearly stated next to the purcase link as well as on our "FAQ" page (********************************************** and ****************************************************) I am a flexible person and willing to work with clients' scheudles, but that is within reasonable parameters and boundaries. Not hearing from a client for a week or two is FAR different than hearing nothing for MONTHS AT A TIME. I did not hear from ****** for months (evidence he has already provided to you via screen shots so I will not re-send). As you can see from the communication, he would reach out ONCE and ask for an appointment within a few hours (not for the following week, as he suggested in his complaint). I then would not hear from him for another few months. This is not how service industry appointments work (nor is it how physician appointments work, I would point out). It was not until this Fall of 2024, over 9 months after his inital purchase, that he even asked for "next week's" availabiliy rather than the next couple of hours. When he said he didn't have another day off for months last winter, I knew that to be untrue, as that would be illegal in the medical field, but it is normal for people to fall off their health and fitness regimes and feel the need to justify it. As you can see from his initial bookings, he was motivated at the beginning and then that motivation fell off - it happens with fitness often, sadly - yet another reason that we as an industry have policies that we must stick to and we ask that clients respect. It is truly unfortuante that ****** did not use his sessions in a timely fashion and is chooising to place that blame on a small business owner, but this policy is industry standard and was clearly made public. At no time did I offer an unlimited time frame in which to use his purchase and I will not be offering a refund for a purchase made almost a year ago.