Custom Built Personal Training

Just like many of the reviews on here, they told me what they wanted to hear. A sales manager, Cody, told me if I moved it would be easy to cancel my contract. But according to corporate, this is not the case. Customer service here could also, care less about you. They are completely only in it for the money. I advise you don’t work with this company. They suck. Cody lured me in. And their trainers are very under paid!

I do agree that this company is shady, and nothing is transparent. Jeffrey, the guy who signed me up for personal training at Gold’s Gym in Nashville, is a bit like a used car salesman. He told me everything he thought I wanted to hear (although it was obvious B.S. like if I went through the year of training I would look like a swimsuit model in the end), and he also told me I would receive personalized meal plans which never happened. I didn’t like the required one year commitment, but I agreed I needed someone else to kick my ass since I won’t do it myself, so I told him I would do 4 sessions a month. I was offered 4, 8 or 12. I know this rule of 3 sales tactic is often used to get people to settle in the middle. It’s most comfortable. It’s enough to not make you feel cheap but not so much that you feel like you’re giving up your life savings. Well in this case, 8 sessions a month is still too much. At $ 40 a pop, that’s $ 320/​month. When I put my foot down about sticking to 4, he offered me 6 sessions a month. I reluctantly agreed.
Well, 11 months has come and gone, and not only do I not look like a swimsuit model (haha), I look no different than the day I started nearly a year ago. I did give it 2 stars instead of 1, because I really liked my trainer. He was very kind and always made sure I was doing the exercises properly, but weight training 6x/​month is not going to change your body. You have to work a heck of a lot more on your own, and if you have the motivation to do that, there is no point is shelling out hundreds of extra dollars a month.
I called yesterday to cancel my contract (If you don’t cancel at least 30 days before your last payment is due, the contract automatically renews…), and Frank was actually helpful and easy to deal with. He told me I had 13 (7 if you don’t count my last official month) credits left on my account which I never would’ve known if he hadn’t told me. Jeffrey told me they must be used each month or they expire. I am going to use my last few sessions since I paid dearly for them, but after that I will primarily be using Class Pass. Less than half the price and a million more times the flexibility.

Wish I could give 0 stars. When I signed up I asked several questions and was verbally confirmed. I should have known better than to think they were being honest because my contract has none of the provisions for cancellation or holds that I was verbally promised. Now while going through a divorce and being homeless (as in forced to move to another state back in with family until legally I am free of a house and can find my own place) I am having to pay another 30 days, an ETF, and will lose the trainings I was not able to use while the initial phase of the divorce took place.
Keep in mind I would be fine taking my medicine for being ignorant and not reading the contract if I haven’t been trying to reach the corporate office for a month to discuss my cancellation with them. So AFTER they have charged me another month while I have requested 9 call backs and left 4 voice mails they are still going to charge another 30 days.
Don’t care how good their trainers are — any business that allows their managers to sell their services based on bold faced lies and then refuses to call customers back for several weeks does not deserve the business and I will gladly pay 30 days plus ETF to be rid of them.

do not use custom built personal training!!! they have owed me a refund for the past 3 months and still to this day my status on my refund is pending!!! no one knows how to answer my questions, no call backs from anyone in mgmt apologizing or giving me an update after countless phone calls and e-​mails! stay away!!!

DO NOT DO BUSINESS WITH «CUSTOM BUILT PERSONAL TRAINING» ANY WHERE IN THE USA !!!
I cancelled my contact in November 2013 and am still getting charged today on my CC statement. Once again I called Custom Built today. A phone rep informed me I will be charged yet another month because of a 30 cancellation policy. You need to check your records Custom Built, I now have given you a 90 days notice!
Buyer beware!!! This company is in a financial crisis because «You Fit» fitness center severed their relationship with them and now Custom Built is doing anything to keep revenue flowing in to their pockets. Yes, that would be YOUR MONEY if you do business with them! I’m an honest hard working American. It is beyond me how anyone can work for a such deceptive company that steals money from the American public, with no empathy, stating «It’s our policy» like a robot! I believe this business is not long for this world unless they grow some integrity and get their business practices right!

DO NOT ENGAGE IN BUSINESS WITH THESE CROOKS.
I have tried numerous times to regain my sessions that my Personal Trainer has canceled, to no avail. I call their office and I get the run around even having one of their Customer Services Representatives hang up on me while I was on the phone with them. This is a crooked business that has hundreds of complaints on the Better Business Bureau website. These people only want your money and nothing else.

Giving this place one star because that’s the least amount you can give a group.
This group is a scam. The trainers lie to get people to sign up and then throw them to the side to move on to other victims. Custom Built Personal Trainers are a bunch of amateurs that are not out for the interest of their client.
CBPT is a part of Powerhouse Gym in Hilton Head Island, SC which is not much better themselves.
We were told that we would have hour sessions, with a specific trainer, endurance training would be incorporated into strength training, BMI testing, video of form and correction, meal plans, workout schedules when not being trained, post training meals, etc. were promised to us so that we would sign the dotted line. Once we did… they quickly forgot our names, faces, and promises. When you complain, they ask you to call their 877 number which puts you in touch with their company in Georgia and you speak to a wonderful young lady name Kimberly (please sense the sarcasm). She will basically tell you to go pound sand because she will not bring any of your issues to the upper management board to offer a refund.
This group is a JOKE. I would not recommend them to anyone.
Also, once you complain, the trainers are cowards and don’t even look you in the eye. Great group of people CBPT have on their staff (again, the sarcasm).

I agree with both Krista and Lulu. I like my trainer and InShape has been a good place to work out. But Custom Built Personal Training has got to go for many reasons.
For personal reasons I have had to adjust my contract and they are the least accommodating company I have ever worked with. They technically have an office at the back of the gym where the manager is allegedly to be found, but since I started this contract in June, they have had 3 different managers. I have seen one on site twice and they do not return phone calls and messages. Ever. I also have learned to never, ever work with a company that locks you into a contract and then disappears to make you talk with their «customer service» (whatever that means to them) people in GEORGIA. I should have known when I inquired about their services in the first place, when the man I worked with talked so fast I had to ask him several times to slow down, and when I asked for clarification, he was only able to repeat the canned rubbish he was told to tell customers. And, like Krista H., I was awarded sessions but then sessions expired unbeknownst to me! Some weeks I had six sessions left, some weeks there were none.
I looked over all this because Custom Built was conveniently located in my gym, I am very busy, and was eager to get started. But I’ve learned my lesson. I have to finish this contract due to the astronomical costs they require to get out of it (despite humiliating efforts made to get «proof» and «notes» from certain authorities), but this company is a scam to say the least.

To be very clear, this is a review of Custom Built Personal Training and NOT the In Shape gym. I would not rate In Shape 1 star. This is also NOT a statement on my personal trainer himself.
Custom Built, however, has some of the worst customer service I have encountered.
I am an active person who has run marathons, triathlons etc. So these complaints do NOT come from laziness.
I’ll never renew sessions with this company.
I’ll never recommend this company to anyone.
I’ll deter anyone thinking of signing up with this company and try to steer him/​her away.
The reasons:
–I asked to be signed up for 6 months. After 6 months it started automatically being charged to my card. It took another 4 months to get those payments to stop.
–I do 1 training session per wk. when i signed up I was told # per month didn’t matter, it was total # of sessions. when I renewed this had changed, i wasn’t told and was signed up for 6 sessions per month. Sessions started to expire without me knowing.
–I got pregnant was using one session per wk until I had preterm contractions and was instructed to do no strenuous activity, including wt training. I notified my trainer that I couldn’t do sessions until after I delivered. He said fine. Meanwhile, sessions were expiring without me knowing.
When I returned post partum and called headquarters in GA multiple times to get these sessions back, coorespondence was difficult.
1. Managing anything online was a problem because their IT help is nonexistent and logins frequently fail for unclear reasons.
2. You’re on hold… a lot
3. The representatives I dealt with were rude, condescending and frequently used the words, «you just don’t understand what I’m telling you».
I was asked to provide a medical note to get reinstatement of my sessions, I did.
I was told the time frame on the note was not specific, I had to get a new note. I did.
I still don’t have reinstatement of a service I paid for months ago. I’m 6 months post partum and have been going to my sessions religiously once per week, 2 sessions per month are still expiring, I guess at least now I know about it.