ComplaintsforD1 Training Naples

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi, my name is *********************** and I join D1 training on the 12th of February 2024 to better my health and they took all the payments out on the 9th February when I confronted him as to why they take all the payments out he said that it will go into an account and each time I attend a session the payment will come out. He also charge my card unnecessary fees which he didnt mention to me about. I was going there fine for about 4 weeks, until I lost two of my family members in the same week, I had to take care of my two younger sisters and my sick dad because my mom was away for the funeral and I will living almost an hour away from the facility. The same week I had a broken tooth and needed extraction, I explained it to the coach to let him know I wont be attending sessions anymore because of whats going on and I needed the rest of my money back(1500). He refused to give me my money back saying that I sign an agreement and didnt care about what I said he told me things happen and I have to work my way through it. I was mad and I never sign no agreement that mention anything about me not getting my money back or a refund if something were to happen, I also did not attend 3 sessions due to work and he said I wont get charged for those days I wasnt there. I called them and they refused to let me speak with a higher up and refused to give me corporate number. They became very rude and ignorant each time I call for a refund. The last time I spoke to him I said I just need my balance of money back and if not I will be coming to the facility they threaten to call the police for harassment. I have call numerous times and they ignore my call each time. I used my friends phone to call the facility and they answer right after they ignore mines. Please help me with this situation.

  Business response

  05/13/2024

  Dear **************************,
  
  
  We appreciate your concern in regards to our business policies and how they relate to your fitness and health goals.  As a D1 Naples client, we will always have your best interests in mind when it comes to health and wellness.  In this particular situation, we believe that there was a major misunderstanding that took place for the following reasons:
  
  
  Firstly, the agreement that you signed and also attached to this complaint clearly states that:  "All paid in full packages including Private Coaching, Private ************************ Training, Camps, Clinics and Seminars are non-refundable and all sales are final. All packages are fully transferable."  You signed this agreement for a discounted paid in full 24 session private training package, which falls under the Paid In ******************** category.  You made one payment for the package and were never charged for anything else besides this sole package.
  
  
  Secondly, you worked with our top fitness coach for several weeks and he attests that you made a lot of progress in the gym with your strength and confidence.   When the life events you mentioned occurred, your coach was very empathetic and went as far as voiding the 3 month expiration date on the sessions in order for you to take as much time as you needed for personal reasons.  Your coach also gave you guidelines on training and nutrition to work on while being out of the gym.
  
  
  Finally, our Senior Director of Operations reached out to you on 3/19/24 by phone, and discussed our policies with you in detail.  He reiterated everything your coach told you, and reassured you that we had your best interests in mind when it comes your well-being.
  
  
  We would love to have you back at our gym as you continue your fitness journey, but if you choose a different route, we wish you the best of luck!
  
  
  Sincerely,
  
  D1 Naples Management

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