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:02/08/2024

  Type:Service or Repair 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.

  On 5/08/23 I sent 750$ to SVG3 Fitness ********* because I wanted to buy private trainings from them. Well since, I only ever got in 1 training with ********************************* because he shortly after taking my money and giving me 1 session had no where to train out of for months because he was opening his own gym and would have no where to train out of for an unspecified amount of time which I was NOT informed of until AFTER I had paid him for sessions. I since have had to follow up with him to see if he is available an excessive amount of times only to not get a response most days, and when I did finally get a response it was lame excuses and he was always unavailable. He later told me I could finish out my trainings with another coach who wound up cancelling classes with me and eventually just stopped replying without being clear of why or what was going on. I have all these conversations and incidents recorded via text/email/Instagram and they were highly unprofessional and rude and terrible and I want my money back. They only ever honored 2 coaching out of the 5 I paid. I reached out of course to try and figure something out and it just didnt work out. I REALLY want my money back since this man did not come through with the service I was promised and has since been highly rude and snarky and unprofessional when I paid him a large amount of money. For context with the messages I often had to message ***** on Instagram because he wouldnt get back to me through messages. I included the conversation with the coach ******* as well and you can see when she cancels on me while I was already on my way to her then after that is when she just didnt make it easy to schedule with her again. Like I said, at this point I would just like an entire refund if possible of my 750$ dollars as I only ever had 2 sessions after all this time, and all this headache, and they have BOTH been very rude and unprofessional and did not come through with their end of the deal. I feel cheated.

  Business Response

  Date: 02/26/2024

  To whom it may concern,

   

  I am replying on behalf of my business (SVG3 Fitness) on the complaint that has been given by *********************. In May of 2023 she had purchased a package of 5 sessions for a total of $750. During this time, she has used 2 with myself and 1 with my coach *******. The other 2 she canceled her session last minute and unfortunately that is cause of being charged a session. Before any purchase of package all new members have to sign a contract/agreement going over expiration date (45 days) to use all their sessions before the expire. We are now 8 months into this package, I have been very patient and considerate on her needs and getting sessions used but unfortunately, I can't continue my service with her.  I have attached the signed contract that was signed by ******, and we also had a verbal conversation on me switching gyms and she was very aware and okay with that as well as she signed the contract in agreement. Please lmk if you have any other questions and hopefully, we can resolve this much sooner then later.

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21211557
  
  I am rejecting this response because:

  The only reason I couldnt finish out my sessions sooner is because he was unavailable for the following few months due to him getting his new gym ready for opening. I have supporting evidence (texts/messages on Instagram) showing the countless times I reached out and was either completely ignored for days, or for one reason or another couldnt get scheduled in with him or the other trainer *******. I definitely did not cancel any scheduled sessions at all and have provided the conversations for review whereas ******* absolutely did cancel my scheduled session just minutes before it was supposed to begin and while I was already on my way to the gym; the only reason she even said anything that morning was because I reached out letting her know I would see her shortly, and she replied minutes later that she was sorry and had to cancel without following up to reschedule or anything.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/19/2024

  Unfortunately, there has been a miscommunication with scheduling and booking but per contract that she signed and was aware of she knew she had only 45 days in her contract! To understand the time frame, we are coming up on almost a year. This client purchased a package of 5 sessions and has used some, no showed and canceled on both parties. I exceeded my kindness by not only trying to get her in with myself but my coach ******* as well. I will love to resolve this situation and extend an invite to my gym and continue training with us here at SVG3, but as for a refund she signed a written contract that was handled through our legal team that she is fully aware of terms and conditions.

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21211557
  
  I am rejecting this response because:
  

  I am no longer comfortable at the idea of being at that gym to train; I had gave it a shot when I was assigned a different coach then who I initially went into contract with, and even the other coach wound up being just as inconsistent, cancelled my session minutes before, and just began ignoring me when I inquired about rescheduling. I dont believe I would be in anyway taken care of by going back to that gym, and its unfortunate things wound up this way, but if my initial coach/trainer had made more of an effort to meet with me and knock my sessions out as I did reach out frequently and requested that, then we wouldnt be in this predicament. Shortly after I signed the contract, ***** was no longer training anyone for a few months as he was working on opening his new gym, so the contract was already breached then by his own doing because he was unavailable to train for an unspecified amount of time which wound up being more than 45 days from my first session. Although I see in the contract that no refunds would be issued, I do believe that him breaching the contract by not executing any training sessions for a few months is a valid enough reason for me to be refunded. Also, he did mention to me in person when going over the contract that although he doesnt like to perform refunds, that he in fact has refunded somebody before, and will do it again if the situation calls for it. 

  
  Sincerely,
  
  ****************

  Customer Answer

  Date: 03/19/2024

  I am adding attachments to show that the contract was breached on his end because due to his new gym not being opened, he didnt reschedule me within the 45 days before sessions expire. My first session was May 15, and you can see in the texts he keeps pushing back the date he will start trainings again until finally on Friday, July 21,2023 he mentions that he just started his training sessions again.