Compel Fitness's reply to: Resolved: Frustrated with Customer Service

We received an inquiry regarding our clients barriers she has had with keeping her commitment to the program. The situation was reviewed and we promptly approved to accommodate her. We have done everything on our part regarding the sign up as well as retention process, but we do apologize for any shortcomings that may have arrived from our clients personal expectations. We have offered a solution which we believe the client will see as being gracious as we await the her response.
Resolved
Alys E

Resolved: Frustrated with Customer Service

Updated by user Oct 17, 2019

My contract was cancelled, but I did not receive any refunds.

Updated by user Oct 09, 2019

I have not recieved notification of anything helpful, so I am not sure to what solution I should be responding. I was just on the phone again with your customer service reps yesterday and she was extremely rude.

Original review Sep 17, 2019

When I signed up the representative was very rushed and basically flashed a computer screen at me giving, what he claime to be, a verbal recap of the page so we could save time and skip to the workout. Then a few weeks later I was urged to try and bump up my sessions to 2x's a week and was reassured that if it was too much for my schedule (child with special needs and a 45 minute drive) that I could go back to doing once a week.

Then comes a time when my child has several appoinments a week for unforseen medical complications and several of my sessions expired. If a customer pays for a set number of items, ie 2 training sessions a week, then those sessions should stay in the account until they are used up. The program was advertised to me that you basically pay for 1 or 2 sessions a week, but if you skip here or there then you just use them whenever you want. This company preys on trusting consumers.

The rep I work with at the gym location is as helpful as he can be, always very responsive and kind, but it seems his hands are tied due to a comany with immoral business practices. I had to do a freeze and still got charged $30. (And my sessions expired while my account was frozen) I was not made aware of that. I was also reassured that trainers would check in on my progress and help me achieve my goals and results but that has not happened even once.

I think, that given people's unforseen circumstances in life the most ethical business practice would be to allow a customer to cancel the membership.

I have been on the phone with customer service 3 times and I get different answers from them on the same questions I ask the reps in the gym. I just called another Compel location hoping that maybe if I transfer closer to my house, which I was also told I could do, but he

Wasnt so sure that was an option for me.

Loss:
$300
Pros:
  • I liked the trainers
Cons:
  • Customer service
  • Cancellation policy
  • Hidden fees
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Let the company propose a solution

Compel Fitness's reply to: Resolved: I want to cancel my membership ASAP I’ve been tricked

We apologize for any confusion, our manager has been in contact and verified all the details of the program term with the client and both parties agree everything is accurate.
Resolved
Chesman w

Resolved: I want to cancel my membership ASAP I’ve been tricked

Updated by user Sep 01, 2018

He said I’m not in a three-year contract that is only there to say that he told me about it that they don’t even sell three-year contract and that I can come in and I have the option to change it or cancel if I want so I will update once I go when you speak to him but for now I am not in a three-year contract so I’ll know once I go in and try and cancel

Original review Sep 01, 2018

I sat down with the trainer and we both agreed that this is my first time EVER working out and that I wanted to only do 4 sessions, he first said it’ll be $600+ and I said it was to high and he dropped it to $370 (4 session at 2 session a week) once the email of the contract came they came thru (because I wasn’t given one there) it showed that he (Justin at Glen Burnie md) signed me up for a 3 YEAR CONTRACT (huh) total sessions 104, this is not right and this is not what we agreed too, I signed up 8/17/18 and was already charged $370.00 it is now 9/1/18 not even 30 days later, I want to cancel this membership now, I will take the loss of the sessions I agreed too which was the $370 for 4 session... I paid $50 there and they took $320 from my account, this is not right at all and I want out of this contract please

Compel Fitness's reply to: Resolved: Extortionists and liars

The terms of the Personal Training program are clearly written/printed on every agreement that is signed by both parties. Client's are given a copy of their training agreement when they sign up and are encouraged to review the details and get back to us if they have any questions. We have since received the updated medical note and cancelled the account with nothing further due. We have attempted to reach out to the client to discuss, however we have not been able to get in contact with her at this time. We consider this matter resolved.
Resolved
A M Swz
map-marker Harrisburg, Pennsylvania

Resolved: Extortionists and liars

I was told that I was NOT going to be in a contract when I signed up for personal training, only to find out that I was in a contract for a year. The exercise made a shoulder injury worse within the first month and I froze my account (which I was told would be 'until further notice'), but ultimately decided to cancel.

Turns out, I couldn't. So I got a note from my doctor and submitted it to the local manager who told me he would get it taken care of. Well he left the company and my account was never cancelled. This was all in February.

Fast forward to now--not only did they never get the cancellation, they refused to accept my doctor's note because I got the note from my nurse practitioner and it wasn't signed by an MD.

No big deal, went and had my doctor sign off on the note.

NOW THEY'RE SAYING I OWE OVER $4000!!!! AND Paramount (Compel Fitness' billing company) won't cancel my account until I've paid $1300 of it.

I can't get in touch with corporate, I've left multiple messages, I've done everything I can to fix this.

Loss:
$1300
Pros:
  • Trainer
Cons:
  • Continued billing after 2 cancellation attempts
  • Contract
  • Horrible customer service
Reason of review:
Poor customer service

Preferred solution: Full refund

Compel Fitness's reply to: Resolved: Compel Fitness cancellation

Thank you for the feedback, we make every attempt to process customer service items in a timely manner, however, occasionally items become delayed in the mail or temporarily misplaced. Once notifed, we do our very best to locate the items and expedite the resolution.
Resolved
Darlena Huz
map-marker Mechanicsville, Virginia

Resolved: Compel Fitness cancellation

Updated by user Jun 15, 2016

I was pleased with the compel fitness customer service representative Katelyn who I spoke to. She not only helped resolve the issue she also helped me to get my refund processed in a timely manner.

Original review Jun 12, 2016

I am completely unsatisfied with this company. I did the free personal training along with my Gold's Gym membership.

I decided that personal training was not for me and way too pricey as well. The sales person at this particular gym for compel fitness was aggressive with sales and even after I said no continue to try and change my mind. VERY POOR CUSTOMER SERVICE...I did a a 3 day cancel and they still have yet to get in contact with me or cancel my membership. I have not done any personal training sessions.

These people need a great deal of customer service training because this is unacceptable. THEY NEVER GET BACK TO YOU. I am VERY pissed about how this all turned out.

And corporate will be contacted. I want my money back...DO NOT do business with them they don't deserve anyone's time or money!!!!!

Cons:
  • Lies
  • Sales and terms
Reason of review:
Have yet to process my three day cancellation

Preferred solution: Full refund

1 comment
Guest

I am currently going through the same situation don't sign with Compel Fitness, when I try to cancel my my membership with cost of the contract I've only used I've only been to the track in October 5th when I tried to cancel it on November 3rd and told me that I have to pay 15% of my total contract I didn't know that my total contract was worth $5,420 that I'll be paying a year and that they want 15% of that cost to cancel my membership. they're in partnership with Gold's Gym and Gold's Gym managers won't even insist chicken this contract or try to assist customers and closing out a membership without paying 15% of the total cost I don't have 15% of the total cost of the contract I've only used the gym membership and not the training program.I only been to the Golds GYM 4 to 5 visit since I joined on Oct 5, 2016, tried calling Compel Fitness customers service to no help at all. Gold Gyms sell rep representative for compel Fitness is very aggressive and didn't advise me about the hidden information within the contract so now my contract says I'm committed up to 3 years to pay for this service that it automatically renews itself all this information was on a iPad and I didn't get a copy until after I sign the membership agreement what I was told and what I seen the contract is totally different this company is a fraud and a rip-off and don't sign with them Gold's Gym should be ashamed this type of predatory practice as well as compel Fitness is being a predatory practice company so disappointed now they're going to mess up my credit and sent my account to collections.

Compel Fitness's reply to: Resolved: Ripped Off By Compel Fitness

Customer service is very important to our company, thank you for communicating your concerns. We apologize for the error made in our administrative process, this has been corrected.
Resolved
Hugo Cxc
map-marker Washington, District Of Columbia

Resolved: Ripped Off By Compel Fitness

I signed up for personal fitness training with Compel Fitness at Gold's Gym in Bowie, MD, on March 29, 2013. I never received a call to schedule the sessions, so I canceled the membership on April 10th.

On May 7th, I got a call from a third-party collection agency asking for my May payment. I then sent an email to Compel Fitness through their website, but have yet to get a response.

However, I did receive an email from the person I canceled the membership with, stating that I would receive a check in the mail. that was three weeks ago, and I still haven't received a refund.

Loss:
$184
2 comments
Guest

We are sorry to hear about your experience with us. Typically when our director signs up a client, they communicate with their trainers to decide which trainer is going to fit them best.

At that point, either the director or trainer contacts them to schedule the first session. We are not sure what happened so that you were never scheduled for that first session. If you could contact us using the information below we could investigate it further and hopefully provide assistance.

Thank you

Compel Fitness: (866) 291-**** ext. 0

Avon Onv

Concerned Client:

Customer service is very important to our company, thank you for communicating your concerns. We apologize for the error made in our administrative process, this has now been corrected, your refund is processed. To discuss any further details please contact our Operations Director directly at (907) 222-0303.

View more comments (1)

Contact Information

Website:
www.compelfitness.com
Mailing Address:
25935 Detroit Rd. Ste #336
Westlake, Ohio 44145
United States
Phone:
(888) 983-3749
Contact Compel Fitness Customer Service

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