Custom Built Personal Training
Reviews and Complaints

I had my free session yesterday with them and they kept passing me from trainer to another as well. And all of them were very fast talking and I had a very hard time trying to even understand what they were saying to me. They did keep repeating themselves every few phrases with, "does that make sense?" and afterwards I didn't even know what they were saying to me at all. All of these people want is for you to sign a contract with them so they can take your money and nothing else! I will not sign any contract with these people! They said that the shoes that I was wearing were unstable and that I shouldn't wear them! How dare they talk to me that way! I wear the Sketcher's Shape-Ups and I love these shoes because they are the only ones that I can wear because of my bad feet! All of the other shoes that I have tried aren't even comfortable to wear at all. They tried to tell me that I was setting myself for failure even before I ever set foot in the gym! How stupid of them! I have been working out for the last few months and I have lost about 16 pounds which isn't too bad in my opinion and I think that I'm doing pretty good with my diet and exercise program. They tried to tell me that the Lean Cuisine dinners weren't good either because of their salt content but I know different! These people are making huge commissions off of people that come in there and sign up with them. Well I for one would never sign up with anyone who is nothing more than a fast talking politician in my opinion!

My wife was told by her Dr. that she could not use there personal training anymore. She has 7 sessions that were paid and unused, she did everything they asked her to do. The Dr. filled out a letter stating that she could not use there service, and sent that in, kept in touch with the lady from the billing company. Now she is getting harassed by some rinky dink collection company. The funny part is custom built training owes my wife money. Just another crooked company. STAY AWAY!

SAME THING HAPPENED TO ME! THERE ARE LITERALLY HUNDREDS OF PEOPLE GOING THROUGH THE SAME STUFF! READ ALL THE POSTS AND BLOGS REGARDING CUSTOM BUILT PERSONAL TRAINING! WITH OUT A DOUBT THE MOST UNPROFESSIONAL ORGANIZATION OF ALL TIME! SAVE YOURSELF THE TIME AND AGGRAVATION AND GO SOMEWHERE ELSE!

Wife and I had the same issue, still fighting it. The manager at that location refused to take the cancellation letter. Then forget trying to find out the info to send the letter to there corporate office. No one will answer or return your calls. Had to change debit card, and dispute the charges which we won. Then you think everything is good. Wrong, then they charge for 2 extra months then send it to a collection agency. DO NOT DO ANY BUISINESS WITH THEM. It will cost you in more ways then you expect. They are a bunch of crooks

Then you shouldn't be working for them...

Please do not lump all of the CB trainers in your complaint. Many of us, myself included, do care about our clients, do show up on time, and are NOT thieves.
RB, Phx., AZ

This company is a scam. I have worked for them as an assistant manager and simply had to walk away because they steal people's money. Their entire goal is to lock them in to a contract, and we are talking 1, 000's of dollars worth of over-priced, low quality, training, and provide them no means to cancel their contract. My gm flat out lied to make a sale and ignores customer service issues. In my month as an assistant manager we signed up several people who wanted to cancel but were not allowed to. Additionally, we signed up several people who are still looking to schedule training but once the gm had their money they were worthless to him. I simply could not do this to people, so I tried working as a trainer and scheduling my own clients, hoping to alleviate some of the client's problems finding a trainer and their dissatisfaction with customer service. The company told me I would receive one pay rate and then provided me with a substantially lower amount. They took away commissions that I had earned and continued to lie to me about pay. Enough was enough and thankfully I quit and have found a much better job in which I help people rather than rob them blind. Please, if you have a "fitness consultation" with this company, just don't go.

I won't give my name out, but I'm a former sales manager for one of the Custom Builts in the South East. Every above complaint is true. The company screws over its trainers as well. I know this because I played a hand in it. Numerous argument broke out with the General Manager and Assistant General Manager (myself) against the trainers. The trainers were always complaining that they never got paid enough, and that they were missing hours.

There is a system on the computer, that the trainers would log their trainer number into, and check off their training sessions. One of my job duties was to delete a couple of sessions from each trainer. It was done in such a way that the client would still be charged for their session, but a trainer wouldn't get paid for it.

For instance, if a trainer performed 60 training sessions, we would only pay him/her for 56. If you did 30, you would get paid for 28. If you did 15 sessions, you got paid for 14. There is no way for the trainers to figure out which sessions they weren't getting paid for, so they always lost arguments against us.

If they got to clever about it, we would find other ways to get around it. For instance, "Don't worry about those two sessions. You're getting paid for it next paycheck." If you still didn't leave it alone, we would find an excuse to fire you.

It was a near perfect system. Eventually my conscience got the better of me and I quit.

Custom Built, plainly put, screws over everybody.

Do NOT sign up to workout with them! They made it sound like it was easy to cancel at any time but then you can't get a hold of anybody to cancel and they continue to charge your card. I closed the bank account so that I would not have any further charges and six months later a collections agency starts calling! It could have really ruined my credit taking a person at their word that I could cancel at any time with no further charges. I run my own company and would never do this to people!

I am curious what the letter that can be sent to the credit companies is to avoid or alleviate a credit score problem? Can someone provide some details on this?
Ray

Had a similar experience. They do not review the contract with the client before signing and are very decitful. Stay away from these crooks. Warn others as well!

I won't give my name out, but I'm a former sales manager for one of the Custom Builts in the South East. Every above complaint is true. The company screws over its trainers as well. I know this because I played a hand in it. Numerous argument broke out with the General Manager and Assistant General Manager (myself) against the trainers. The trainers were always complaining that they never got paid enough, and that they were missing hours.

There is a system on the computer, that the trainers would log their trainer number into, and check off their training sessions. One of my job duties was to delete a couple of sessions from each trainer. It was done in such a way that the client would still be charged for their session, but a trainer wouldn't get paid for it.

For instance, if a trainer performed 60 training sessions, we would only pay him/her for 56. If you did 30, you would get paid for 28. If you did 15 sessions, you got paid for 14. There is no way for the trainers to figure out which sessions they weren't getting paid for, so they always lost arguments against us.

If they got to clever about it, we would find other ways to get around it. For instance, "Don't worry about those two sessions. You're getting paid for it next paycheck." If you still didn't leave it alone, we would find an excuse to fire you.

It was a near perfect system. Eventually my conscience got the better of me and I quit.

Custom Built, plainly put, screws over everybody.

Has anyone taken CBPT to court? Im at the stage. I cancelled my account and The contract said $250 or 15% of total amount. I wrote on the cancellation letter that I needed to know how much I owe. No one responded for a month, so I decided to call them. No reply back. I emailed them, and they responded two weeks later that my account was still open and my balance had to be up to date. Well, when I cancelled it was, and now they want double the amount, plus the $250. Does anyone know the proper step sto take them to court?

I completely agree with everyone. I had signed a contract for sessions twice a month and gave the trainer (a representative of Custom Built Personal Training) CASH and card as back up. After signing, I could not get in touch with this trainer or any other trainer in fact to receive the nutrition information I had already paid for. When I tried calling CBPT, they were extremely rude and did not care what had happened and said the only way I can cancel is to pay for the next month AND a $250.00 fee. This company is a complete rip-off and I will not pay them. I declared fraud on my bank account so they can't take money any longer.

Total rip off company! Immediately upon signing up, I discovered that it was not 'working out' that I needed according to my doctor, but was told that I could not cancel unless I had a permanent injury! I did not have a permanent injury, but a back problem, and my doctor said he did not have information about the beginning of my signing up injury so would not sign a note for me. I was screwed. I have no options but to cancel my card and worry about my credit later. I just dont care. Im not going to let them take another dime from me, that I am not getting services for! The real problem here is that they are within their contract rights to do what they do! I will not recover my lost funds, but have learned a valuable lesson! They are not a company of integrity and they dont seem to care what their customers think! I could picket the gym, post posters saying not to do business with them, but we all should just be more careful! I wasnt, sadly.

Let me know if your idea works.

I'm down south in Bakersfield. I may have an idea, but I'm not sure where it'll get me. Hopefully out of this City and no where near a CBPT.

If I find a way I will let you know so far no luck for me. Is there anyone getting their money back? I am going to try to call the local news that has a consumer help line and see where I get. Anyone in or about the Sacramento to Turlock area of Ca?

I could really use some kind of help getting my money back. These guys are really getting more bang for their bucks...

I won't give my name out, but I'm a former sales manager for one of the Custom Builts in the South East. Every above complaint is true. The company screws over its trainers as well. I know this because I played a hand in it. Numerous argument broke out with the General Manager and Assistant General Manager (myself) against the trainers. The trainers were always complaining that they never got paid enough, and that they were missing hours.

There is a system on the computer, that the trainers would log their trainer number into, and check off their training sessions. One of my job duties was to delete a couple of sessions from each trainer. It was done in such a way that the client would still be charged for their session, but a trainer wouldn't get paid for it.

For instance, if a trainer performed 60 training sessions, we would only pay him/her for 56. If you did 30, you would get paid for 28. If you did 15 sessions, you got paid for 14. There is no way for the trainers to figure out which sessions they weren't getting paid for, so they always lost arguments against us.

If they got to clever about it, we would find other ways to get around it. For instance, "Don't worry about those two sessions. You're getting paid for it next paycheck." If you still didn't leave it alone, we would find an excuse to fire you.

It was a near perfect system. Eventually my conscience got the better of me and I quit.

Custom Built, plainly put, screws over everybody.

YES! Read and reread your contract, it has taken me a while but I am hopping this si the last payment I will have to make for srevices I am not and have not been recieving! When I spoke with someone about cancelling my card to stop the payments the "special letter" you are speaking of was briefly brought up but not produced and I was told it does no good if they have a contract that states they had the "legal" right to keep removing my funds. They make a habit of not opening their certified mail and sending back so that they get another months payment out of you! Good Luck.

You guys are scaring me now. Maybe I need to take a look at my contract. I may need to cancel my card after all. About the collection agency and your credit report. There is a special letter you can send to all 3 bureaus and have the negative removed.

How did sending the info to the attorney general work out? I am looking for a way to stop them as well. A very similar thing has happened to me, now thousands of dollars later I want my money back and am getting laughed at by their "costemer service" people.

I won't give my name out, but I'm a former sales manager for one of the Custom Builts in the South East. Every above complaint is true. The company screws over its trainers as well. I know this because I played a hand in it. Numerous argument broke out with the General Manager and Assistant General Manager (myself) against the trainers. The trainers were always complaining that they never got paid enough, and that they were missing hours.

There is a system on the computer, that the trainers would log their trainer number into, and check off their training sessions. One of my job duties was to delete a couple of sessions from each trainer. It was done in such a way that the client would still be charged for their session, but a trainer wouldn't get paid for it.

For instance, if a trainer performed 60 training sessions, we would only pay him/her for 56. If you did 30, you would get paid for 28. If you did 15 sessions, you got paid for 14. There is no way for the trainers to figure out which sessions they weren't getting paid for, so they always lost arguments against us.

If they got to clever about it, we would find other ways to get around it. For instance, "Don't worry about those two sessions. You're getting paid for it next paycheck." If you still didn't leave it alone, we would find an excuse to fire you.

It was a near perfect system. Eventually my conscience got the better of me and I quit.

Custom Built, plainly put, screws over everybody.

I canceled my contract for medical reasons and was provided with notice that they canceled it yet they continue to try to auto draft my account, trying to charge me late fees, and having collection companies call me. I can't make them stop. I can't get anyone to answer their phone. This company is horrible.

i too have become a victim of custom built training! i have not had a tranier or any sessions with them since aug 6th. i have written the cancellation letter, they called me a month later leaving me a voice message stating that they have received it and yet they have been taking money out of my acct every month! today i check my acct and still another deduction from them. i have just gotten off the phone with them and the same thing as everyone else here, i wont be getting my money back and i need to send them another cancellation letter with a check or money order of $250 for the etf and that untill then nothing can be done and that they will continue to take the money out of my acct every month till then. they are so rude. this company needs to be gone befor they get a hold of another person. they dont even provide all the services that they say they do! we need to stop them

I also am in CA and can join the I got f'd by Custom Built Training. In the amount of $760. I have cancelled the card that they were charging to, filed a report with the Better Business Bureau about Custom Built and Club Administrative Services, and am going to get some free legal advice about fighting htis company.

Please, let me know what information you get about legal help.

ksatt001@hotmail.com

I'm in Indianapolis, Indiana and i sent in my cancellation letter and they was still taking the money out of my account. When i called Atlanta and asked why, I was told there is a $288 cancellation fee. I'm seeking legal help as we speak.

I recently became a member of the "i'm f'd by CBPT" at the In Shape in Bakersfield. I was never told about any 6 month contract, let alone a cancellation fee... even AFTER I told the [censor] that I was unemployed. My pregnant fiance (at the time) walks in and we tell the guy we have a baby on the way and it's gonna be hard to provide for our child with how this economy is going. The trainer had the nerve to say "great, now sign here". I feel like total crap because I felt this guy was sincere and didn't even bother looking at what I was signing up for! After cancelling with them personally, a month later I get screwed for another $100+ dollars then i'm told that I have to call or send a letter to their HQ. I just got off the phone with these guys from Atlanta and they tell me that I can't get reimbursed for credits that i've got with them, and that I still have to pay that $250 cancellation fee even when I was never told about it in the first place. Now I have a family to take care of, and these guys are not making it any easier for me. I'm at the edge of it all and I need serious help to get my money back from these crooks. If anyone has any information or any help they can offer, please let me know.

gutierrezmq_usmc@yahoo.com

There is something in the local news here called "call Curtis" he is a news anchore and gets to the bottom of frauds and schemes I was considering contacting him. He usually gets people there money back but even if not it is LOTS of bad publicity. You are the only other complaint in CA so just wanted to inform you and see what you were doing to get your money back?

I agree so how do we stop them? I also had thousands of dollers "stollen" from them. They are rude, disrespectful and yes crooks!

I foolishly signed a contract and was told by the dumb sales girl behind the counter that all I would need to do to cancel my membership was submit a certified letter and it would be cancelled within 30 days. I used the service a total of 4 times. The trainer was well aware of an existing neck injury. During this time frame one of the exercises she had me doing caused me to hurt my neck. I advised her right then and there and told her that I would need to go see my doctor. My doctor advised me to stay out for a little bit and rest my neck. I told my trainer and she told me to notify the company to cancel. During this time frame they were still billing me and I ate over $1000.00 in charges. I sent in my certified letter and then received a phone call that I could not cancel because it was not done according to contract. I advised them my trainer hurt my neck and they did not care. Next thing I know I am getting a call from some [censored] advising he is a legal representative for them and is willing to settle for 1800 and change. Are you kidding me! $2800 for four sessions and I even got hurt and footed a doctor's bill? These people have lost their damn minds. As far as I am concerned I would be willing to have this on my credit the rest of my life then give them another dime. It will come off in 7 years anyway. Bottom line is he threatened to sue me...anyone else have this issue? DON'T USE CUSTOM BUILT TRAINING!

I won't give my name out, but I'm a former sales manager for one of the Custom Builts in the South East. Every above complaint is true. The company screws over its trainers as well. I know this because I played a hand in it. Numerous argument broke out with the General Manager and Assistant General Manager (myself) against the trainers. The trainers were always complaining that they never got paid enough, and that they were missing hours.

There is a system on the computer, that the trainers would log their trainer number into, and check off their training sessions. One of my job duties was to delete a couple of sessions from each trainer. It was done in such a way that the client would still be charged for their session, but a trainer wouldn't get paid for it.

For instance, if a trainer performed 60 training sessions, we would only pay him/her for 56. If you did 30, you would get paid for 28. If you did 15 sessions, you got paid for 14. There is no way for the trainers to figure out which sessions they weren't getting paid for, so they always lost arguments against us.

If they got to clever about it, we would find other ways to get around it. For instance, "Don't worry about those two sessions. You're getting paid for it next paycheck." If you still didn't leave it alone, we would find an excuse to fire you.

It was a near perfect system. Eventually my conscience got the better of me and I quit.

Custom Built, plainly put, screws over everybody.

I really wish you well. I agree that we should not give in or give up. I will continue to fight till the end.

I am going through the same thing that you are. Thank you for your advice. I am not sure how you stopped them from taking money from you, I would really like to know. I am affraid to cancel my cards as I have been told they will then just send me to collections and mess up my credit. This company needs to be stopped I agree. Please give us an update on any and all of your complaints. Thanks in advance!

Is this what I have to look forward to? I just signed up for 2 times a week PT...and is it all going to lead to what has been posted on this site? I have three day to recind my contract...What do you think should I exercise that options within my three days?
Thanks in advance
Mike

Let's all change our Facebook status update to read Custom Built Training is a rip-off. At least that way we can save our friends from making the same mistake we did and hopefully, Custom Built will lose a little business over it too!

Beware of CBPT and thoroughly read the fine print! These people are rip-off artists, couldn't care less about your well being, and are lower than a shady used car salesman. I totally agree that they are predators only interested in fleecing their costomers out their hard earned money for thier own financial gains.

I share your pain. I thoughtlessly signed a contract thinking it was a bit of fluff. These predators are more interested in fleecing their customers than building good will.

I am having a similar dispute with CBPT, they are ruining my credit over a unauthorized charges against my credit card. Their operation here is Florida continues to operate and even though the Bank agreed with me and charged them back, they turned my account over to a collection agency.

Hey i'm stuck with the same problem! I'm in total custom built hell! Please tell me how you resolved it. I feel sick thinking about the charges adding up every week, and want to get custom built out of my life ASAP!

wow, what a waste of time! why would they tell you to come over there and buy you stuff if they didn't want to hire you? do you have a record or anything?

If in California, and other states may have similar laws specific to health club services or generally related to contracts for installment or per unit services, contact your State's District Attorney or Consumer Protection Bureau to file a complaint regarding potential violation of the California law below:
CALIFORNIA CIVIL CODE - CIV, DIVISION 3. OBLIGATIONS, PART 4. OBLIGATIONS ARISING FROM PARTICULAR TRANSACTIONS), TITLE 2.5. CONTRACTS FOR HEALTH STUDIO SERVICES

I am not an attorney but given what I have read on these posts, I suggest reading closely the above law (and I found the law regarding Discount Services to potentially be applicable). The law describes installment services but, if the contract for personal training is paid at a "per session fee", the result is the same in terms of refunded monies after cancellation of services not rendered or obtained. You cancel, you pay their cancellation fee if you exceed the time limits allowed in the law (sorry but don't see a way out of this unless you can prove you were mislead or someone misrepresented the contract terms before you signed it). HOWEVER, any installment payments remaining to be paid, any already paid in advance, or any sessions paid in advance, or due to be paid after cancellation of the contract, MUST be refunded to you or no longer owed to the health entity once you cancel (if they are billing you). They cannot keep monies for services you have not used! But don't apply to credit a termination fee, my advice would be to keep the funds separate to avoid confusion.

Further, ALL such health services contracts in California are voidable if they don't include the specific contact data, and at 14pt font, stated in the above law expressly as written. The law states you CAN email a cancellation, not just send a certified letter. If you do send a certified letter, the contract is deemed termed on the day you SENT the email, not when they receive it.

I hope this is helpful to someone out there in defence of their rights. Read what laws may apply to you online if you are not in California. Good luck to all of you!

Did anyone that commented here get any response from Custom Built?

Custom built is a rip offffff one trainer forged my wife name and charged my wife credit card after she knew whole thing is a SKAM who wants a fat trainer

I was signing up for a contract to have a personal trainer, the guy told me only $140 would be taken out of my account and not till Feb 10th. Well I go look at my bank statement like always and a total of $329 was taken out of my account! There was no talk about it ever being $329. I have called their main office in Georgia AND emailed them total of 12 times within the last week. Little did I know the lady gave me the WRONG address to send my cancellation letter AND It's going to take 30 business days for my refund. So now I have sent two letters, called and emailed multiple times to get no damn response. They tell you it will only be so much but then add stuff on with out even telling you AND taking money out of your account that you didn't know was going to be taken out. If you really need a personal trainer go to your gym and ask if they have people who do it on their own time, not through custom built. They are not honest and will try to screw you over however they can.

Ladies and Gentlemen...I have read many of these comments and you are dead on. I have spent 10+ years in the fitness industry and have done every job including management and personal training. This POS company "Custom Built" brings much shame on all real personal trainers and fitness geeks out there. The business model for this company is as follows: Low over head (employee wage), High sale volume (YOUR MONEY). They bill it as affordable and flexible, its not and it will never be. You guys need to ask yourself a question when you get told "How great it will be" with custom built and others like them, does it sound too good to be true? IT IS! Its not the trainers fault. They aren't being paid above the poverty line in wage and its because of that low wage custom built cant higher real knowledgeable professionals. So people, you get what you pay for in this case. If the guy working the fry-o-later at McDonald's is making more than your trainer, how good do you think they will be? The bottom line is the system isn't designed AT ALL, with you the customer in mind. Its money driven, floods the market with under paid/under trained garbage trainers, and will go the way of the Dodo soon enough I think. The more knowledgeable you the consumer is, the faster this company will be forced to change how they do business. The first word in the title 'Personal Trainer" is PERSONAL, meaning for you. When I look around for a car and I find 2 identical models and one is 7, 500 under retail, I tend to be suspicious. ASK QUESTIONS! What are the trainer's credentials? (certifications---side note no 2 certifications are the same many are BS so do your home work when they tell you what it is, 2 good ones would be ACE and NASM---, degrees, etc.) Will you only be working with them in your designated time slot or passed around like a sorority girl at a frat house? (your time is valuable, you need to know that the time slot wont be jerked around too much and you cant expect the next trainer your passed to, to be on the same page since they aren't the one you singed up with) How long have they been a trainer and where? (the area will be info on the demographic of clients they had (the bulk of them should be working professionals 30's-50's, not college students and retirees) Get some freebie work outs in with them to see if this is the trainer for you and that they have your individualized goals in mind. If they are skilled at training 20 year old athletes and your 55 and just need to regain some mobility, they may not be the right fit. (test drive the car, and find the right one. If your shopping for a mini van don't ask the sales guy to take the Maserati out for a spin). My last words of wisdom in all of this is, in the end, I'm OK paying retail if I am getting the car "I" want that hits all the checks on my list, not one some sales guy suckered me on. Everyone wants a good deal and times aren't so great for the working stiffs right now so I don't blame you for looking, but don't let price cloud your judgement and be the only thing in determining weather or not your getting a trainer, PROTECT YOUR SELF WITH KNOWLEDGE . ---The good trainers are worth their weight in gold for the lives the have helped change---. Something to keep in mind during your search. GOOD LUCK TO YOU ALL!

DO NOT I REPEAT DO NOT START OR SIGN ANY KIND OF CONTRACT WITH THESE CROOKS THEY LIE AND MANIPULATE YOU TO MAKE THEM SEEM LIKE THEY ARE TRUSTWORTHY AND CONVENIENT THEY TELL YOU WHAT SOUNDS GOOD ...THEY SUCK THEY CHANGED UP TRAINERS ON ME AND SHORTEN MY SESSION TIMES THEY LIED TO ME ABOUT SO MUCH AND NOW I OWE THEM 2000 DOLLARS BECAUSE I QUIT ON THEM I AM NOT HAPPY WITH THIS COMPANY!

DO NOT USE THIS COMPANY! I got laid off from my job and told my trainer I had to stop my sessions because the gym was no where near my house. She never told me that I had signed up for "Auto Renewal" of my contract nor how to stop the payments. When I finally realized I was still being charged for sessions it took weeks to get the a call back from the training center at Gold's Gym in Indianapolis then then they only gave me the address of where to mail my letter. They refused to give me a phone number of the corporate office. I found the phone number online and now they refuse to refund my money. I agreed to a 9 month contract so I have no problem paying the full 9 months but anything beyond that should be refunded to me especially since my trainer knew my situation. To make matters worse they are still charging me for this month because they require a 30 day notice of cancellation. This company is a total scam. I wish I would have researched it before I signed up. Has anyone sued them to get their money back? I'm considering it.

I signed up with these people for one session per week/ four sessions per month for a year. I attended three sessions (3 weeks) then I had the flu and couldn't go workout for two weeks. As I was getting over the flu, a close family member passed away so I didn't train for another 2 weeks. Not once had anyone called me to find out why I hadn't attended my regular sessions. Yet, at the end of the month, they still deducted the funds from my account. I don't think these people really care about their clients' satisfaction. I believe as long as they have an account number to deduct the funds that's all that matters. I will cancel my membership as soon as I have a chance. For anyone who's planning to sign up with them, I would suggest you find another company.

As everyone above our expirence was the same. first they get you with a free session, then have you sign very quickey on the dotted line to take your money. We had our first session and a no show. second time she totaly forgot we were to meet in the am ( 5:30 ) called me at 5:30 pm to ask where i was. hum... then text me to let me know she was no longer going to train she got another job. well we got the shaft. Oh and now they want to collect $1, 400. Because i didn't fulfill my contract. I agree these guys should be out of business !

THESE GUYS ARE CROOKS! This is by far the worst customer service experience ive ever had! I was harassad by one of the representatives at the Concord CA location for about 2 weeks-including phone calls past business hours and countless voicemail messages-until i decided to give them a try after being told by the representative that i would be able to cancel it at ANYTIME.Only problem is that when i did try and cancel my membership i was told by a very rude customer service representative at theis 800 number that i would have to pay another months worth of training plus $250 cancellation fee.I tried to explain my situation to him and that i was moving to another country to no avail they guy would not let me talk and i ended up letting him know how unhappy with the service i was. I tried a different approach and went to the gym to try and talk to a representative in person and that was another horrible experience. The lady asked me for my full name in order to access my files and she kept on looking at the screen and laughing.I asked if there was a problem and she proceeded to read the notes the first representative had written on my files-calling me stupid and rude.I worked with customer service for over 10 years and never before in my life felt so disrespected in my entire life. I was also told in the beginning of the program that i would have a personalized nutrition plan and self guided workouts which i never did.I would NOT recommend this service to my worst enemy.Two thumbs down for Custom Built.