Custom Built Personal Training review: 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 Custom Built Personal Training — Failure to provide services and failure to cancel contract per their guidelines 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!