ComplaintsforGP Athletics

• Initial Complaint

  08/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I engaged a personal trainer last Jan for three times a week for a month. The trainer's name is ****, the owner is *******. A week into the PT sessions, I fell and twisted my ankle. I called **** and informed him that I was on my way to urgent care. It turned out to be broken and I let him know. I noticed later (maybe a couple of weeks) that my card had been charged twice (Jan 21 $197 and Jan 25 $512, about 15 PT sessions ). I reached out to the owner. Since I started pt in Jan, the fee was prorated but the Jan 25 charge was for Feb - no problem. Once I healed up, I had some sporadic PT sessions with **** here and there but not 15 total sessions. I went on vacation in July to ****** and while there, I broke the other ankle. I noticed there were some charges that I did not account for. They were for meal planning, which we did talk about but never received. **** refunded me those charges. Once I healed, we resumed some sessions in Sept. In Nov, I was checking my credit card statements and noticed that back in Feb, I was charged another $512 for personal training. In essence, I was charged the following: Jan 21 $197 for a week of PT, Jan 25 $512 for a month's worth of PT, I broke my foot Jan 28. On Feb 25, I was charged another $512 but I did not catch that until Nov. I notified ******* and ****. Over the course of November 2021 to July 2022, **** and I have texted regarding these charges. I asked if the Feb charge of $512 could be refunded as I had a broken foot at the time. Over time, **** let me know he was sending the money or refunding the charge on my card. He asked if he could *****, and asked for my address so he could send a check. I have yet to receive anything. In April, I asked if it were easier for him, he could send it in 2-3 payments. No response. In June, I asked that if I found a friend who was willing, could I transfer the PT sessions even though I would not get the money back. No response. I have screenshots of all texts if needed.

  Business response

  08/23/2022

  ***** reached out for a Personal Trainer at GP Athletics back in January of 2021. She wanted the 3 day a week plan which cost $499. Whenever we have a customer come in and sign up for Personal Training we get them signed up and set up on a recurring service. Once they are on a recurring service our system continues to charge them on the 25th of every month until the customer notifies us via email or verbal communication that they want to cancel. If we are not notified that you want to cancel the recurring service will still come out. The $499 she pays includes training with a trainer 1-on-1 at 3x a week, nutrition and programming on days she is not with a trainer. ***** worked with a trainer for a couple weeks until she broke her ankle. She remained in contact with the trainer and they discussed even if her ankle is broken she will come in and train upper body as well as keep her nutrition and programming. ***** never told us she wanted the recurring service canceled so the recurring service continued to come out. Once March hit we noticed her recurring service still active but she was not coming in so we canceled the recurring service. We could of kept the recurring service on because we never got notified she wanted to cancel, so we just canceled it to avoid any issues. Once ***** got healed up she continued sessions with the trainer for no extra cost because ***** and the trainer discussed her getting those sessions made up for what she paid in February. At GP our contracts state that we do not make up any sessions paid for in the past unless the trainer makes that decision. Since ***** did not notify us of her canceling her Personal Training we are not required to make up these sessions because the charges are valid. The trainer came to an agreement to make up the sessions for no charge, and she also attended a few of GP Amplifed (group) classes for free even though the trainer said she could use her $499 credit towards that class, but chose not to. She had a trip to ****** and while she was in ****** she broke the other ankle and notified the trainer. They agreed to pick up the sessions again when she was able to. In November of 2021 10 months after the charges, ***** wanted a refund and not the sessions. We discussed multiple times in the past that all we could do is the credit and not refund the money. We can't do a refund after we agreed on the credit and it being 10 months later. The trainer and ***** discussed getting a refund over ***** or Checks being sent, but this was not through the Business GP Athletics. The refund could not have been processed through our system 10 months prior. Even if ***** was to let us know back in March of 2021 we still would not have processed a refund because she did not notify us she wanted to cancel. The credit was an agreement between the trainer and ***** to try and help out so she would not be out any money.

  Customer response

  08/23/2022

  Complaint: ********
  
  I am rejecting this response because:
  I never said I would come in to work out with a broken bone. I never received programming or nutritional information. In fact , i was charged a couple of times for nutritional planning. I can submit the statement if needed. I was told by the trainer that in March they switched over to a different company that handles their payments and that is when the charges ceased. They could not have refunded any money to anyone as it was a different company so I don’t see how that favors I’m to his statement that The $525 for February was used for subsequent sessions that occurs sporadically but we definitely did not do more than 15 personal training session total. I did attend 1 free session of the Saturday class and then showed up once more. I asked the trainer to use it against my credit so I don’t know why they say I refused. Why would I get charged for personal training when I had a broken foot and couldn’t even drive. The trainer is an employee of GPAthletics and is part of their business. I was willing to take payments after the trainer said he would refund the money. Then later I offered to take a loss if it could be transferred to someone else who was willing to do the sessions. In total, I was charged over $1,000+. 
  
  
  Sincerely,
  
  ***** *****

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