Custom Built Personal Training review: Personal Training Agreements

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. 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.