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Custom Built Personal Training
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3.5 34 Reviews

Custom Built Personal Training Complaints Summary

21 Resolved
13 Unresolved
Our verdict: With a good resolution rate, Custom Built Personal Training generally handles customer issues well. However, it’s important to be proactive. Familiarize yourself with their processes and services. Reading through various customer experiences will provide valuable insights into how they handle complex issues.
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1:43 pm EDT

Custom Built Personal Training Customer Service

I have been dealing with this ignorant company for over two months now. I relocated at the beginning of July and called to cancel my membership on July 15th and on September 14 it got canceled. I have had them charge me twice for services I should haven't been charged for and late fees on both because I wasn't supposed to pay them so I didn't until they automatically took it out of my account without permission. Thats $220 they received from me that they shouldn't have. Every time I called the customer service number, which was about once a week, they told me the same thing. They said they had never received my documentation to close the account. I had emailed the documents three times and faxed them twice (kept my receipts). The last time they told me they hadn't received it I made them stay on the phone with me while I emailed it three more times and faxed it another until they had received it. (All of these times I did it the exact same way). Then they had to process it. I never received a call back when it was finished being processed so I called again. They informed me it was canceled but never said anything out my refund for the two payments they weren't supposed to take from my account (because I moved before they were due--came from customer service clerk Frank). He said on the 14th of September that he sent a request for my refund and they would contact me if it was approved. On September 18th I called to see if there was any updates on my refund and another representative informed me it was never submitted and that she would submit it then but it will take 7-14 business days. This is now going on 2 and a half months of dealing with this horrible company. There customer service team is obviously a joke. There should be no reason it should take this long, and every time I ask to speak with a manger they transfer me. I always get a voicemail and leave my name and number, I have left 3 messages and have still never received a call back. So it could be October 8th before I find out if I receive my refund--which I will keep fighting until I do because there is no reason I should have paid it. I WOULD ADVISE EVERYONE TO THINK TWICE BEFORE JOINING THIS COMPANY. They by no means have the right to be in business especially with the number of customers in the market due to their lack of training in the customer service department. I would advise going to Planet fitness or finding a personal trainer elsewhere.

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12:34 pm EDT

Custom Built Personal Training HORRIBLE company

This company is an absolute joke. I signed a 12 month contract and have been through five trainers. After my fifth trainer quit, I was never even notified that he had left, nor did anyone have the common decency to let me know or set me up with a new trainer. I haven't trained in three months, yet I'm still paying for it. Ken, who I am assuming is the manager, is an absolute a**hole, to put it nicely. They refuse to let me out of my contract, even though they won't set me up with a trainer. Even though they are in breach of their contract, they still will not let me out. If I put a stop payment on my account so that no more of my hard earned money will be taken out for something I am not using, I will get turned over to collections. It's absolutely ABSURD. It's honestly sad that two of their employees, that I know of, do nothing but trash talk this company and their managers. Not to mention, five trainers that I have been assigned to in less than a year have QUIT! That's absolutely INSANE. Out of the mouth of a Custom Built employee, the managers are money hungry. Seriously, do NOT sign a contract with these people. Not only will you never reach the goals you set with them, they honest just don't care. If they're getting their money each month, they don't give a damn what happens with you. I am absolutely disgusted with Custom Built Personal Training.

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10:18 am EDT
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Custom Built Personal Training HORRENDOUS

This company is one giant piece of s*&t, They almost never paid my poor trainer. Who worked his ### off for me and constantly changed his schedule to meet my demands. They cancelled their contract ( or were more likely thrown out) of the gym I was using and then on the 31st day ( 1 day over their supposed contract limitations on the relocating clause) tell me i have to travel an additional 5 miles, into a shady neighborhood no less, and figure out a time with my trainer. They offered me my choice of another trainer, but to be honest, it seemed as if I knew more than most of them. They acted inept, uneducated, and unskilled at training different age groups and body types, save Joe, my trainer. Who actually had studied and created a program specifically for me. I sent them certified letters and recorded phone calls with their customer service.. Just pieces of no caring s*&t. PLEASE PLEASE PLEASE STAY AWAY FROM THESE NO CARING CROOKS.
Alex

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Is Custom Built Personal Training legit?

Our verdict: Custom Built Personal Training has achieved a rare feat of perfection in legitimacy, as per the rigorous analysis conducted by Complaints Board. This achievement underscores Custom Built Personal Training's position as a benchmark of trust and quality within its industry. Users and clients of Custom Built Personal Training can engage with its offerings, confident in the knowledge that they are dealing with a top-tier, fully legitimized company.

Custom Built Personal Training earns 93% level of Trustworthiness

Perfect Trust Endorsement: Custom Built Personal Training achives 93% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Custom Built Personal Training. The company provides a physical address, phone number, and email, as well as 2 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Custombuiltpt.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

However ComplaintsBoard has detected that:

  • We detected that custombuiltpt.com is missing an SSL certificate, which is a cause for concern. Without an SSL certificate, the website may not be taking adequate steps to protect users' sensitive information. This can increase the risk of intercepted data being used for malicious purposes.
  • Custom Built Personal Training protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • The website belonging to Custom Built Personal Training has a low number of visitors, which could be a red flag for users. However, it's important to conduct additional research to fully evaluate the website's legitimacy and trustworthiness.
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9:12 am EDT
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Custom Built Personal Training Warning About Sales Tactics

WARNING REGARDING CUSTOM BUILT PERSONAL TRAINING:
A Customer Service Manager from Custom Built Personal Training (CBPT) (www.custombuiltpt.com) advised me on July 8, 2014 that their representatives have the authority to enter into membership agreements wherein they are allowed to offer different per session rates for the exact same service at their complete discretion. In this situation, my call was based on information that I received that I could have been offered a rate of $10 less per session than I was because that rate was available at the time of my enrollment and it is available now. (The difference is equal to $500 over the term of the year’s contract.) His response was that his company has no obligation in discussing any changes to my agreement and that he/they would stand by the actions of their former representative at their North Windham, Connecticut location. I made it clear to him that I felt that this practice was taking advantage of certain individuals (myself included) and would not hesitate to make that information public so that others could make an informed decision as to whether or not they should sign any agreement with this company. He did not voice any opposition whatsoever to that statement.

Upon arrival at the gym that afternoon, I reiterated my comment to their local representative who promptly advised me that I should not do that because the owner of the gym would likely have me removed from the gym. (It should be noted that I have not had any conversation with the gym’s owner regarding this situation as of yet so I am unaware of his position on this matter.) However, I don’t respond well to threats and that is how I interpreted that statement. I also don’t like the idea that these representatives can pick and choose who they offer what rate to for the exact same level of service. One can only speculate what his/their criteria for making such a determination would be. I have no issue at all with the two trainers that I have worked with in that they have been extremely professional but I do have a problem with the company they work for and their business practices. It appears to me that CBPT’s only concern is the bottom line and have no interest whatsoever in their clients. Their website does not provide information regarding the experience and qualifications for all of their trainers. Additionally, the membership benefits it does provide such as logging meals, weight, exercise, etc., falls short in ease of use and practicality and the trainers do not have access to your information, which, of course, would make sense since they are helping you work towards your fitness goals. Therefore, in my opinion, this “benefit” is of little use to the client or the trainer and its only use is to book and keep track of training sessions.

I suggest that any current or potential member also review their rating and complaint reviews through the Better Business Bureau (www.bbb.org). The corporation is based out of Georgia and has only Stephen D. Dow listed as CEO, CFO and Secretary but has multiple locations throughout the United States. Although CBPT is not accredited with the BBB, it does list 334 “closed” complaints listed under its headquarters in the past three years (with more under individual locations), which leads one to believe that there are likely others that are unresolved. The majority of these complaints have been with billing/collection issues and problems with the product/services they provide. There have also been numerous complaints listed at http://www.complaintsboard.com/complaints/custom-built-personal-training-c91988.html referring to similar issues. Wishing that I had this knowledge before I signed an agreement, I offer this information to others in the hopes that it will be of some use to them in avoiding a similar situation and encourage you share this with your friends.

CBPT’S RESPONSE:
Personal training has a "market rate" of approximately $45 per session, any amount lower that $45 per session is considered a discount and is based on current promotions offered by the company at the time of sell. In this case, the member was offered a rate of $40 per session. Member is now discontent with that rate once discovered that another member was offered $30 per session a week later. Custom Built Personal Training has provided the member quality training services at a rate below market value and we will not further discount their agreement to match terms that were offered during a promotional period.

MY RESPONSE:
On July 8, 2014, Custom Built Personal Training's (CBPT) customer service manager stated the following: 1) that representatives are allowed to offer different per session rates for the exact same level of service totally at their own discretion; 2) that there was no way at this point to even determine if the lower rate offered to others at the time I signed my agreement was a promotional rate given the time that has elapsed (yet now in their response they state that it was); 3) that their response has totally ignored and not addressed the basis of my complaint, i.e., that it is my belief that CBPT takes advantage of certain individuals by discrimination. Since CBPT allows their representatives to offer different per session rates for the exact same level of service during the exact same time period, my question is how is that determination made? What is/are the criterion/criteria for offering certain rates to some but not others? Does it have to do with their age, gender, appearance, fitness level, demeanor, or financial status? After speaking with several CBPT's members, it appears that there are no agreements with standard set fees for each of the levels of service CBPT provides. None of them were told that they were offered a "promotional rate" nor were others who are paying a higher rate told that lower rates were available. Further, if CBPT believes that there is nothing ethically wrong with what they are doing, why was I threatened with possible expulsion from the gym if I spoke to others regarding CBPT's business practices?

Yes, I am dissatisfied with the fact that CBPT charged me a substantially higher rate than others but I know that I entered into a legal agreement and have no intention of not honoring that agreement. However, my claim is based on a much bigger issue here that needs to be addressed and answered by CBPT and that is what are the criteria/guidelines being used by its representatives when offering an agreement to prospective clients? Why was I threatened by one of their representatives for stating that I would make this information available to potential clients so that they too would not be taken advantage of if they feel this is a ethical way of doing business?

CBPT’S RESPONSE:
Custom Built Personal Training does not discuss internal pricing strategies and promotions. We stand by the fact that our price for this member was below the fair market value as clearly indicated in our contract and in no way was this member taken advantage off. Moving forward, member has 2 months remaining on agreement at which time the account status will be paid in full. We look forward to continuing to service their personal training needs and wish our member the best of luck in accomplishing their fitness goals!

MY RESPONSE:
While going through the course of this claim against CBPT, I have come to the conclusion that in order for the actual issue that is the basis of my complaint to be resolved, CBPT would have to completely restructure the way they do business. Unfortunately, after reviewing the numerous complaints made against this company through the BBB and other websites and the responses CBPT has issued, it has become blatantly obvious that CBPT has absolutely no interest in considering how their business is perceived by their clients so that they can work on improving customer satisfaction. Instead of making sure their clients are pleased with their current arrangements and forming an ongoing relationship, CBPT is relying more on short term profits with constant turnover of new memberships through quick but ill conceived sales tactics with no consideration whatsoever given towards how those sales are accomplished.

No one disputes that companies such as CBPT are in business to provide services in order to make a profit. However, a reputable company would offer those services to each and every one of their clients equally and fairly. One can understand that there are times that a company might offer promotional pricing in order to increase long term revenues. However, this was not the case here and CBPT’s customer service manager verbally acknowledged this to be the situation and CBPT has not disputed this fact here either. Whether they like it or not, what they refer to as “internal pricing strategies” is in all actuality “discrimination”. While there will never be any legitimate reason for discrimination, not once throughout this process has CBPT replied to my claim by providing any answer whatsoever that they feel could possibly address this issue. Instead, they have continually (and incorrectly) referred to my charge being about my per session cost of $40 and their assertion that there should be no issue here because that rate it is below that of the average industry standard for this area which is approximately $45. While I do not have proof of that being the case, I do not now nor have I ever disputed this as it seems to be a reasonable assumption. To make
this very clear and without question - I am not disputing the amount I was charged but rather how the amount to be charged was determined. I feel it is necessary to bring to everyone’s attention that at no time did I specifically ask for any money back. What I did state was “Of course I would like to receive a refund of the $500 that I believe was beyond the amount they charged other customers but the bigger issue here is how they determine what amount that will charge a client. Is it based on age (older people are likely to have more money), gender (young single women are likely to encourage young men to join too), physical appearance (better company advertising to have more fit people as clients)? Cost for this service with the exact same terms should be uniform.” In fact I reiterated that I know what my agreement stated and I intend on honoring that agreement.

CBPT has taken every opportunity to avoid my actual contention and responded with absolute nonsense just to say that they answered my rebuttal. As I stated before, I know what the terms of my agreement are so the statement that I have two months remaining on my agreement before I am paid in full adds nothing to this communication. In fact, I have already taken the appropriate measures to formally cancel my membership by certified letter with CBPT at the end of my term as required by our
agreement. By receipt of that letter, they are well aware that I do not intend on having any future dealings with this company nor do I need their encouragement regarding me accomplishing my fitness goals. While I respect and have enjoyed working with my trainer and will regret no longer having access to that support, I refuse to do business with a company that treats their clients they
way CBPT does. In fact, I have already written a letter of recommendation for my trainer because I believe he genuinely cares about his clients, works towards their best interests and I am pleased with the success I have achieved with his assistance. Additionally, I have had no issue with the gym owner or his staff so rest assured that I will no doubt continue working towards my fitness goals without CBPT. What I will have at the end of this is the knowledge that once this claim is closed that this information will be available to the public in its entirety for anyone to see. In addition, I am fortunate to live in a society where I am free to share my personal experience along with this written documentation including CBPT’s responses with other clients/potential clients - or really anyone who will listen - whether verbally or through social media so that they will also know the character of the company they intend to enter into a contract with. Best of luck to you in accomplishing your goals!

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8:14 am EDT
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Custom Built Personal Training Personal Training Agreements

A Customer Service Manager from Custom Built Personal Training (CBPT) (www.custombuiltpt.com) advised me on July 8, 2014 that their representatives have the authority to enter into membership agreements wherein they are allowed to offer different per session rates for the exact same service at their complete discretion. In this situation, my call was based on information that I received that I could have been offered a rate of $10 less per session than I was because that rate was available at the time of my enrollment and it is available now. (The difference is equal to $500 over the term of the year’s contract.) His response was that his company has no obligation in discussing any changes to my agreement and that he/they would stand by the actions of their former representative at their North Windham, Connecticut location. I made it clear to him that I felt that this practice was taking advantage of certain individuals (myself included) and would not hesitate to make that information public so that others could make an informed decision as to whether or not they should sign any agreement with this company. He did not voice any opposition whatsoever to that statement.

Upon arrival at the gym that afternoon, I reiterated my comment to their local representative who promptly advised me that I should not do that because the owner of the gym would likely have me removed from the gym. (It should be noted that I have not had any
conversation with the gym’s owner regarding this situation as of yet so I am unaware of his position on this matter.) However, I don’t respond well to threats and that is how I interpreted that statement. I also don’t like the idea that these representatives can pick and choose who they offer what rate to for the exact same level of service. One can only speculate what his/their criteria for making such a determination would be. I have no issue at all with the two trainers that I have worked with in that they have been extremely professional but I do have a problem with the company they work for and their business practices. It appears to me that CBPT’s only concern is the bottom line and have no interest whatsoever in their clients. Their website does not provide information regarding the experience and qualifications for all of their trainers. Additionally, the membership benefits it does provide such as logging meals, weight, exercise, etc., falls short in ease of use and practicality and the trainers do not have access to your information, which, of course, would make sense since they are helping you work towards your fitness goals. Therefore, in my opinion, this “benefit” is of little use to the client or the trainer and its only use is to book and keep track of training sessions.

I suggest that any current or potential member also review their rating and complaint reviews through the Better Business Bureau (www.bbb.org). The corporation is based out of Georgia and has only Stephen D. Dow listed as CEO, CFO and Secretary but has multiple locations throughout the United States. Although CBPT is not accredited with the BBB, it does list 334 “closed” complaints listed under its headquarters in the past three years (with more under individual locations), which leads one to believe that there are likely others that are unresolved. The majority of these complaints have been with billing/collection issues and problems with the product/services they provide. Wishing that I had this knowledge before I signed an agreement, I offer this information to others in the hopes that it will be of some use to them in avoiding a similar situation and encourage you share this with your friends.

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Custom Built Personal Training Fraud

I fulfilled my 9 month contract through Dec 2014, then it went month to month with a 30 day cancel notice. Since the shady transaction when down with You Fit and Custom Built they never responded, they moved to a gym a month or 2 later that was outside my 25 mile radius and no more services were rendered. I never heard from them except a new gym they were moving to.THREE months later i get an email saying my account is past and i'm obligated to pay them. I asked why, when they breached their own contract? I found out Kim is a supervisor? But i asked 5+ times for her last name and they said they could not provide it because it was private information.

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I have received an email from Kimerly Eason who is the Corporate-Client Services Supervisor for Custom Built Personal Training. She apologized that I wasn't able to obtain her last name through the customer service rep I spoke with. Kim Easton said she is going to refund the $900, send me email confirmation of the refund and the breakdown of the $900 for the past 71 days today. As soon as I receive the refund. I will update this explaination for post confirmation of the resolution.

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Custom Built Personal Training Breach of Contract

I signed a contract and paid first month/last month/processing fee totaling $269 on August 14, 2013. I had an appointment with "Felix" on 8-21 and he quit CBPT before I could get my 1st workout session. I called CBPT 8-26 and could not get anyone to train me until October 24 after MANY MANY calls and complaints. "Chris" the new trainer was outstanding!
Representatives of CBPT said that You Fit and CBPT were parting ways as of January 1st - then I got many different stories...one of which was You Fit was assuming the contracts, our contracts would be fulfilled.NOT TRUE.
I went to the club manager yesterday who told me the You Fit is seeking legal action against CBPT and that I could NOT get personal training on this contract anymore.
I have 9 credits at $25 per session. I am due a refund of $225.
CBPT also drafted my account again in December for another $100 AFTER it was determined they would no longer be working with You Fit. This constitutes deceitful practices, encompass fraud, misrepresentation, and is entirely dishonest.
Sincerely,
Sarah Taylor [protected]@yahoo.com

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Custom Built Personal Training Fraud

I told the trainer that I wanted to keep my daughter in shape in between her sports seasons (April-July). I was tricked into signing a full year contract at the tune of $300/month with over a $500 fee for cancelling. The only way out was to have a doctor sign a letter saying that I am disabled for 24 months. The training sessions were for my daughter! My daughter ended up getting rhabomyosis from one of her workouts that led to a 3 day hospital stay. Apparently, the contract would allow me to get out of the contract if there was an injury caused from a workout. I got a letter from her doctor stating the cause of her hospitalization and submitted it. They said that I signed the contract and not my daughter. My daughter is a minor and couldn't sign the contract. They are looking into it...as my account is ready to have another $300 taken out of it. I never put my initials on the contract. I signed the bottom, but someone else put my initials. The trainer was great that worked with my daughter, but I would highly discourage anyone to signing a contract. And by the way... I asked for a one time withdrawal from my contract and I didn't get that and I paid a fee to having monthly withdrawals! Very Corrupt!

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Custom Built Personal Training Unqualified Trainers and Major Deception

This is honestly the worst personal training company I have ever worked with. All the personal trainers care about is up selling and getting you to sign a contract. The personal trainers have no desire in really wanting to help you physically train and have no empathy to motivate you. I went to through personal trainers and both were completely apathetic as to whether or not I was properly doing the workouts. The bottom line is this is the worst personal training company and definitely not worth the hefty price you are paying for on a monthly basis! Don't ever use this company!

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Jaystyles
, US
Jul 15, 2014 2:15 pm EDT

We are currently experiencing the same situation. Although the personal trainers themselves were cool to work with, the management is the most horrible person you can be around. This is the Methuen, MA location . He has no people skills and he messed up royally with the transactions and payments and instead of finding out how to fix it, he blamed us for it. He used anothers credit card and tried saying that we authorized it. The main branch in the Georgia office where useless. All they did was redirect us to corporate. The call just happened today and I haven't called corporate yet.

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Custom Built Personal Training Money Laundering / Shorting Employees on pay checks and hours / Benefits

I am a previous employer inside a YouFit gym for Custom Built Personal Training. I love personal training and had very many clients. I HATE THE COMPANIES! Beware, you as a guest are not only going to be lied to by the Personal Training Manager, but also by the Gym manager. They do not tell you all of the details and they are truly in it for the money. The owners won't help you or employees. They are liars and fake and should NOT be running a business though more and more gyms keep popping up across the nation. They short employees of hours and sessions, and also say that if one averages 30hrs a week they qualify for benefits. They took away my benefits AFTER I was accepted and recieved my insurance cards, saying I didn't work enough, though I pulled 14 hr days with random breaks in between and indeed deserved benefits. Corporate also is HORRIBLE, they have ridiculous policies and are all quick to assume. The only few genuine people who work inside are the ones who want to help others and truly change others lives, sadly, those are the ones to get screwed over, this goes for front desk staff and trainers. This isn't the first company Iworked for who has done this in AZ and why the Department of Labor does nothing, baffles me. If anybody has suggestions on how to file complaints, or has ideas on how to stop this, please share. I feel bad for all who got lied to and scammed, and I am frustrated as they ultimately do not care about ANYBODY but their self and especially not about thir own employees health. Sincerely, a VERY disappointed person.

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Custom Built Personal Training Take money and are very rude and never do what they say they're going to do!!!!!

I can't give a negative STAR, but if I could - I would! So, this experience starts off with my gf going to the gym and getting a free personal session... she was talked into a HIGH PITCH SALES ROUTINE (The only reason I know this is because I used to teach sales to sales forces) So I understood what was going on. She got home and told me about the experience and was excited... (as anyone would be if they were told they were getting EVERYTHING) (Even some FREE TRAINING SESSIONS) (REMEMBER PEOPLE, NOTHING IS FREE!) I said let me look and see how much this is... after looking at it, I realized this CONTRACT she signed had her paying a CRAZY amount of money, the kind of money that could get you can get for a BRAND NEW Mercedes Benz. SO - after carefully reading the document, which it clearly says you have 3 days to rescind this contract in writing sent to the HQ office certified mail. We decided together that this Mercedes Benz package wasn't the right package for her. So we drafted a letter and I mailed it out with in 24 hours of signing it, in the mean time, she gave her CREDIT CARD INFO SO THEY COULD TAKE A DEPOSIT... (I would expect that - Not a big deal) NOW for the SCAM - RIP - OFF they have going on... BTW, they have a (B) Rating so far with the BBB. Anyway, I tracked this letter and noticed it was signed and accepted to the HQ office a few days later... well, I called them to see what the delay was in putting the money back on the credit card, they became VERY HOSTILE and NASTY on the phone and said they have 30 days... (I've never heard of such a thing in my life) (When I return something and charge it, the charge is reversed within a few business days.) STANDARD POLICY with most anyone I've ever done business with. WELL, they were extremely rude and impolite, so I decided to write to the "TRAINER" who SOLD this "MERCEDES BENZ" Package and he said he will talk to his Field Operations Manager and see how quickly this can be taken care of. (At this time we were just looking to get the refund back and were willing to sit back down with the "TRAINER" aka sales rep and see what kind of package would be best. WELL, I can say that since that date of the email exchanges, neither he or the HQ got back to my GF or myself.

So, we're on almost 3 weeks later with no refund yet... Called customer service and once I said why I was calling she became RUDE and insulting again... (Must be company policy or they've worked for the DMV before) she said things that did not make sense, and instead of arguing it, I asked my gf to write a letter. She did and sent it in... In this letter I had her describe the action that was going to be taken against this company if they did not refund this money. She received a phone call the next morning, with a nasty person on it telling her it would be refunded. At this time it still isn't refunded, but I assured them that legal action will be taken if this is not done. Also, the Better Business Bureau will also know about this. I'm not writing this to BASH anyone or to call anyone out, I'm writing this so that anyone who is thinking about doing business with CUSTOM BUILT PERSONAL TRAINING http://www.custombuiltpt… will know what to expect IF they sign up and use their services. Since this whole thing, I've done my research and have read a lot of uncomfortable comments regarding CUSTOM BUILT PERSONAL TRAINING and their SALES TACTICS. So, in conclusion I am saying BUYER BEWARE OF CUSTOM BUILT PERSONAL TRAINING!

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Custom Built Personal Training Fraudulent billing

Per every other complaint, the company is harassing me with fraudulent billing after a cancelled membership. Has anyone gone forth and sought legal advice or is there anything to do to stop this unethical company from continuing this?

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Kailea McGehee
, US
Nov 18, 2015 10:32 am EST

I'm in the same boat. They canceled my contract then reinstated without my consent and have continued to try and charge me. I've turned them in to the Better Business Bureau to try and get this resolved. Because, of course, I call to try and talk to customer service, management; I've tried emailing and mailing them documentation and I can't get a response or a straight answer out of anyone. So, if the BBB can't help me get this resolved and CBPT turns me in to collections, I'm going to dispute it. After that, we'll see what happens. This has already been going on for 3 months for me...

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dftodd
Conway, US
Nov 08, 2014 7:26 am EST
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Document everything then file for 45$ in Small claims court. Find out the owners name and force him to come before a jugde and explain why your still being harrased. Wife and I just filed a police report and they are investigating the local manager here for fraud and forgery. We disputed charges after contract was up thru our bank and won. Them sobs turned it over to collections a few months later. Cops gotta do his investigation, then we are suing the snot out of them for the felony, the harrasment, and failure to cancel our account, and anything else we can think of between now and then

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MP12
, US
Apr 15, 2014 10:07 am EDT

Have you sought legal action? Haven't received any sort of training since August 2013 and they keep harassing me. This is a completely headache and joke of a company..

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rlmiller9
bradenton, US
Sep 01, 2012 6:53 pm EDT

There corporate customer service is a complete joke, I think there must be some sort of obnoxious training given to them. They are the worst, I think they have made me realize I prefer the thank you do nothing for you that you get from the offshore Indians.

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RHS99
Tampa, US
Jul 18, 2012 6:46 pm EDT

Which Tampa location? I was hoodwinked by a CBPT salesperson at the Gandy location? I am furious about being tricked by this person and having my complaints virtually ignored by the corporate office.

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Custom Built Personal Training Fraudulent Misrepresentation of a Contract

DO NOT LET YOURSELF RIPPED OFF BY THESE HEARTLESS PEOPLE. They people seem to have taken advantage of so many people I am surprised that they have not been charged under the federal RICO Act. My story is a common one with these hoods: Sales rep misrepresents the deal and tricks you into signing a contract that is very different than what you were led to believe. In my case I trusted the rep and signed the contract. Even though I made it clear to her that I only wanted to use them for two months she watched me sign a one year contract and did not say a thing. When I finished two months with them I was instantly hit with calls from the corporate office to pay up. They did not seem to care that I might have ben mislead. Thet tried to debit my VISA card even though I never gave them permission to. Less than two months from contract date I've already been turned over to collections. Now I am trying to decide if I will give in and pay it or not. I have never never been treated so poorly by any company that I have dealt with.

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dftodd
Conway, US
Nov 07, 2014 9:11 pm EST
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Wife filed a police report on the manager at the local branch. Had the audacity to use white out on the contract where she wrote in "does not except auto renewal) manager had the nerve to white it out and write in the her initials. Called them today, asked why they are basing there claims on a felony. They told me sorry bout my luck and to pay up. Told them to put me through to a manager. That was a joke. Wife sicked the police on them and i fired off an email to there customer care dept, informing them of the forgery (felony) committed by there employee, that due to the forgery there contract was null and void, and therefore there auto drafts were illegal as well. We'll see what happens. Bank already returned our money. Just trying to get this bs out of collections

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Luke P
Murfreesboro, US
Jul 26, 2012 3:36 pm EDT
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I am very unhappy with the service I received. From the beginning I was pressured
into agreements I wasn't interested in. My contract was changed without my
knowledge. We went through 5 trainers in 5 months because they were fired for
various reasons. If this wasn't enough the corporate office was even more
unprofessional. They never returned phone calls. The only answer I could get was,
"we will do an internal investigation." Furthermore, I was never heard a resolution to
the so called investigation. I agree with the previous review. I wouldn't recommend
this business to anyone. It is a scam!

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Custom Built Personal Training contract

I signed up for a membership at my local Fitness Center and was told about free sessions with a Personal Trainer. Well i set up my day for meeting the PT and learned what they had to offer. After a brief workout session, they take you to the office and discuss the Personal Trainer contract. I will keep it brief, he got me to sign up for 8 sessions a month price was $280 a month. Well i explained to this guy that i would be leaving in April and be out of the country for 2 months, if i could put my account on hold while i was gone. All commission sales people will say anything to get your money. He assured me i would be able to put the account on hold and not be charged for those months. I got home and read the fine print again, and pretty much he lied to me. Once the contract starts, it will not stop until the contract is up. I found that i could cancel my entire contract and receive my money back, if i did so in 3 business days. Here is the catch, you could not cancel at the gym where you signed up. You have to mail a certified letter to the main office located in another state. These crooks are good. For some people, you would have to mail this via Overnight shipping to make it there within the 3 days. I had tracking on the letter, so i know exactly when it arrived. I did not hear from the Corporate Office until a week later. They said my contract would be cancelled and i would receive my full refund in 30 days. Really. It took a whole 10 seconds for them to take my money but 30 days later to get a refund. WARNING PEOPLE DON'T DEAL WITH THIS COMPANY. Well today is the day and i still have not seen my refund. I called and said by the end of the business day! It should have been here by 12am. I know Personal Trainers that only charge you per session, that you pay on that day, not a Monthly fee. I should have known better. YOU HAVE BEEN WARNED.

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rlmiller9
bradenton, US
Sep 01, 2012 6:30 pm EDT

If I stop payment on my credit card to terminate my contract the hard way can they sue me, would they sue me? Can they put a bad mark on my credit report?

cal9(at)att.net

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Custom Built Personal Training Cancellation of Contract

I signed a contract with Custom Built Personal Training at the Vacaville, CA location. After 12 sessions I decided that my lack of commitment to the sessions and the cost per month I would cancel my contract and pay the 15% penalty. I did what another other person would do and called the company to find out what steps I needed to follow to go about it the right way. I was told to submit my cancellation in writing. I mailed my cancellation request on the 20th of January 2012. Called a week later to confirm receipt and was told processing could take 7-10 days. A week later I call and leave a message on the recording to confirm receipt. I was told they have no record of my written request and to fax a postal service confirmation. Excuse me? I mail all my bills on a monthly basis and due to not mail them certified each and every month. I am prepared to pay my $351.00 cancellation fee and my last dues however they won't cancel me. So then wait is going to happen is I'm going to have to pay $17.00 to mail my canceillation request pay a penalty to cancel and ANOTHER month of dues. I pay $260.00 per month for 4 sessions. I have 4 sessions I have yet to use plus 4 more. Can't give them away and they are paid for. I don't want to continue. CANCEL ME PLEASE!

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Update by amjones707
Mar 08, 2012 11:21 pm EST

Custom Built Personal Training did let me out of my contract. They encourage clients to certify mail the cancellation request and I understand however I do not certify mail my monthly bills and they arrive just fine. Just wanted to update everyone and let them Sam Reser the the CA customer service department was able to assist me with this issue. Hopefully my comment helps someone avoid a ugly situation in the future. Thank you Sam Reser!

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RHS99
Tampa, US
Jun 25, 2012 3:32 pm EDT

You're one of the lucky ones if they let you off that easy. Did you pay the 15% fee to cancel? That is a lot of money.

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Custom Built Personal Training Don't sign with these people.

Don't sign with this company. They over fill their schedules so you get maybe 5 minutes of attention for your money. You get a merry-go-round of trainers. We pressed on though. Then I hurt my back and couldn't attend for two months still paying. When I called them to ask to release me from the last two months as I can't deal with the pain and doctors bills. The trainer told me you can't let your whole body go because your back hurts.They said have your doctor send us a certified letter saying you permanently can't work out or pay your last two months. I will cost them a lot more than the two months they will get from me. I'm starting with trying to get them out of the gyms that they pretend to work for.

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Ex-employee family member
, US
Nov 29, 2011 7:17 am EST

Custom Built is all about the mighty dollar. Their "managers" are merely sales people. They are constantly asked about how many people they have contacted and how many sells they have closed. In some industries this is okay, but not when it comes down to a persons well being. They hire many trainers that are not certified and they will put them through their own "in house certification" process. They pressure clients into buying training packages and then want the trainers to give them training sessions within the three day contract "no obligation" back out period without doing physical assessments on these people. There are some very honest and caring trainers employed by this company and then there are others who have no idea what they are doing or don't care and have physically hurt their clients. They have employees who are on court order for routine drug and alcohol testing and the company has driven them to these appointments. How's that for fitness and overall well being? As long as a person is selling and making them money, they don't care what kind of person they are or what kind of criminal activities they engage in.
Ex-employee family member

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Custom Built Personal Training DO NOT USE THIS COMPANY

This company lures gym members into their program by stressing how great their trainers are, but once in you'll find that ONE trainer that you can actually see results with, then all of a sudden - they change trainers on you. Most of the trainers are fresh out of school and don't know what they are talking about. The good one or two that they do have either can't train you or they end up letting go. You can't even cancel the agreement. They lock you into an agreement that you can't get out of. They give you their song and dance about how they care, but it's all ###. They just want you to keep signing up for more sessions so they can get paid, with complete disregard of who trains you. I have a few more sessions with these people, then I plan on moving on. I got the one good trainers phone number so he and I are going to set something up somewhere else. Do not use this company.

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Update by LisaPissedOff
Oct 15, 2011 12:07 am EDT

They either don't know what they are talking about or don't pay attention to you while you are in your paid session with them. ### company that locks you in to their BS.

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Patty Tracey
Coconut Creek, US
Feb 21, 2014 11:34 am EST

I was in the you fit gym and signed with Custom Built...PAID them...they left you fit in NOV 2013 ...basically some issues with you fit...took stuff in middle of night...
I was owed 6 sessions by Custom Built.
Now...I keep getting harassing calls from a collection agency ...called Swift ..?something and they are representing Custom Built saying I owe them ...400 something...
WHAT? I told them they automatically withdrew payments . I have contract and statement from bank...he literally said loudly after me trying to resolve PAY THIS BILL with a mean tone...I'm so upset.

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Custom Built Personal Training awful customer service, fraudulent account set up,identity theft

If you're reading this it's probably too late for you to. Just like all the other complaints on this board you've experienced the CUSTOM BUILT RIDE of terrible customer service, bumbling billing service personnel and repeated harassment via e mail and phone calls . At this point you have probably paid a lot of money for an extremely mediocre personal training program [and I am using the word personal and training very loosely here] and once you've actually decided to move on to a better, more reputable trainer you've found out there's NO WAY OUT OF THIS CONTRACT. Looking back I should have seen this coming, a low cost gym [U Fit] a trainer with zero personality making all assurances possible to coddle me into signing up " moving no problem, injury of course you can cancel ANYTIME " .
My first training session was brief and left me wandering whether I might want to change trainers, I got my wish next time with a very young man with a lot to prove and a little knowledge of his chosen profession. It took me a while to recover from the experience and ultimately led me to Lifestyle Family Fitness.
I HAVE NOT USED THE SERVICES SINCE.
I didn't expect much when I tried to cancel the contract due to injury later on, I was resigned to having to pay the cost of training and just be done with it.
To my surprise I did hear from the CUSTOM BUILT shortly after my cancellation paperwork was sent in. The company was calling me regarding a late fee on my account, since I have been paying my fees I was not expecting this call. After a little bit of confusion and a lot of my time wasted, I found out that the fees were attached to my OTHER ACCOUNT.
My original contract was for 2 sessions per month 30$ per month. Apparently there was a separate contract signed using my name address and completely fabricated credit card number and e mail address for additional training [like I really wanted more] for another 120 $ per month.
When I inquired with the customer service as to who signed this account I was shortly directed to prove that it was not me!
In accusatory tones I was assured the only way to clear this up is to prove to them that I didn't open this account, this required a drivers licence copy and a letter explaining the situation with my signature on it.
Shaken an disgusted by this experience I have contacted the billing department and asked to be charged the remainder of my total balance on my actual contract so i could be DONE WITH THIS COMPANY ONCE AND FOR ALL.
I have not heard from them for several months, no explanation of how was the FRAUDULENT ACCOUNT created and who made it, no apology whatsoever.
Until today when I had the pleasure to hear from the company again, regarding what you ask? LATE FEES OF COURSE, turns out my desperate plea to be paid up and be done with them was ignored by the billing department, they have never billed me the remainder which I was sure I was paying over the phone.
Instead they waited a little so there could be a late fee collected.
I have learned a valuable lesson here it cost me 239$ and I consider myself lucky it could have been worse. Yes my blood pressure has been rather high during this experience my bank account is a little lower but I am NOT WITHOUT OPTIONS HERE ! I work in a company with high customer service values and deal with a LOT OF PEOPLE on daily basis. I have shared my experience with plenty of others and will continue to do so.
I hope you do the same Yours sincerely I.Knox

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Amy Liebetreu
Warr Acres, US
Oct 06, 2014 9:39 am EDT

COMPANY IS A RIP OFF! THEY USE PREDATORIAL CONTRACT PRACTICES. THEY CHARGED ME ALMOST 800 DOLLARS TO CANCEL CONTRACT EVEN THOUGH I HAD ALREADY PAID THEM 1169.00. THEY CHARGE FOR SERVICES NOT YET RENDERED AND USE BAIT AND SWITCH PRACTICES! THEY ARE RIP OFF - DO NOT USE THEM

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dftodd
Conway, US
Nov 08, 2014 7:38 am EST
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Dude, you need to get the police involved if you haven't done so already. Identity theft is a serious crime, and someone on there staff committed it to make there numbers better. Wife called the police here because they altered her contract with white out. They are currently investigating the manager who handled her account for felony forgery.

CALL THE POLICE AND REPORT THEM FOR IDENTITY THEFT, then 45$ to file in small claims court. Get it settled in front of a judge and make them answer why they are harrassing you and allowing someone in there employment to steal your identity and opening up fraudulent accounts in your name

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Terrible Services
, US
Jun 29, 2012 2:21 pm EDT

Ripped me off as well!..Did not receive any of their "services". And during the contract signing i did not receive my own copy because it would be "put on file at the gym where i have access to it anytime" I was also told i could cancel at any time for any reason at no cost to me. When i got to the point where i was unsatisfied with the services, i wanted to cancel and found out there was a cancellation fee of $250! This company is a rip off! Do your homework before signing with anything. This company has ripped off so many people I don't understand why they are not shut down!

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Custom Built Personal Training Recurring Issues with CBPT

I have had 5 different trainers over the course of 3 years. This last time my trainer was fired. The bottom line is that the manager of CBPT at Omni should have contacted me and attempted to assist me in getting with another trainer and back on track. The manager did not contact me until the VP of the area responded to my complaints. He has not tried to contact me since then, even when he sees me in the gym on a weekly basis. I cancelled my credit card so that they could not charge me anymore. I was contacted by collections and share my compaints with her. But nothing has been done. I have made a point to let possible new clients know what a rip off they are and not to train with them. In fact I got one of my friends out of a contract within her 3 day time limit. I posted comments on the facebook page about them and on the gyms facebook page. In fact the managment at the gym is well aware of how awful they are they even told me they wanted them out of the gym.

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Custom Built Personal Training Uneathical practices

I signed up with Custom Built Personal Training for 72 sessions to be paid over a nine month period which I paid in full. The company continued to charge my credit card pass the payment terms. All of my attempts to stop the charge failed and if I did not pay I would be sent to collections. Their behavior proved their unethical practices to deceive the customer and leave me with no choice but to spread negative publicity. I want to alert as many people as I can to help avoid get into a contract that is a set up for a rip off.

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Lulula
, US
Jan 09, 2013 4:00 pm EST
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We should all come together after them.

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rlmiller9
bradenton, US
Sep 01, 2012 6:58 pm EDT

How are you making out with the credit services people chasing you for the money?
Many of us are in (or will be) the same boat.

Ray

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WHATACROCK
Sarasota, US
Jan 20, 2012 6:00 pm EST

I fulfilled my one year contract and did not mean to contiue my membership as I could not afford to do so. I was billed for another month after my contract was up. When I noticed this on my credit card I called and was told that after the contract was up it went to monthly billing I explained that I did not want another month and asked that they refund my money. She said she would cancel any further billings to my credit card which she did, but she couldn't refund my money because it had already been billed. Which I new was a lie since the sessions they had billed me for had not been used. I contacted my credit card company they took back my money and CBPT took back their sessions. My credit card co. sent me a letter saying that all was resloved. CBPT has now turned the account over to a collection agency ( First credit Services) who harrass me daily. I would advise people not to use this company but like the previous comments say if you're reading this it's already to late.

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WHATACROCK
Sarasota, US
Jan 20, 2012 5:42 pm EST

Right on, this company is a total rip off.

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