Custom Built Personal Training
Reviews and Complaints

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.

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.

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

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.

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!

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!

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.

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!

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?

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.

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.

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!

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.

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.

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

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.