ComplaintsforSvetness

• Initial Complaint

  05/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired Svetness Training on 02/27/2022 and was billed 760 per month to include 12 sessions the first month and 8 sessions each additional month. I was offered an additional person could work w the trainer together for free waiviing the additional $10 fee. The contract was for three months . I have a trainer assighned to me who keeps canceling w me the same day w very little notice. I am owed 8 seesions at this point (an entire month a $760 value ) I have tried to call email filled out contact form on website and no one has gotten back to me . I hereby put you oin notice to not bill my card again and cancel any auto renewals on my contract,. I also want a refund of 760 or the 8 sessions owed to me in writing . My assigned trainer keeps saying he will catch up for canceling and never does. Contract under ********/****** . Pls feel free to cantact me at ************.

  Business response

  05/31/2022

  Dear client,

  Thank you for reaching out and sharing your feedback. Looking at your account, just wanted to reassure you that there will be no more payments due moving forward. As for the session in the account, we will have your Account Manager look into the details and reach out to your shortly to ensure with find a resolution satisfactory for you. We apologize for any delays and reaching back to you, however our back office was closed for the Memorial Day holiday. Thank you for being a Svetness customer!

• Initial Complaint

  04/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On February 25th, I entered into an agreement with Svetness to provide me with personal training beginning the following week. On this day I received a one hour presentation from *******, The following Monday I went through another one hour intake with ********* I agreed to pay $680/mo for two training sessions/week for 3 months. They asked what I wanted in a trainer and availability. I asked for a male trainer who was available on Tuesdays and Thursdays, between 6 and 8am. The first trainer, *****, was not available during my requested times. The second trainer, Ray, was not available during my requested time. The third trainer, Dr. ** contacted me on March 23rd for my first workout. It took a full month for them to get it right then he wasn't available for another work out on the day I requested. ********* the 4th trainer contacted me April 6th. This organization broke their promise to me immediately after charging me for the training and continue to charge me although I've only had two training sessions. To date, they've charged me $680 three times and I've worked out with a trainer on the day requested one time and another time on an off day. I've tried to resolve this with them directly to no avail and received another charge today. I am so frustrated and disappointed in their behavior that it's hard to even put into words.

  Business response

  05/02/2022

  Dear client,

   

  Thank you for bringing this to our attention. We have reviewed your account and we are taking the necessary steps to remedy the situation for you. It seems the 3rd payment on your account was accidental, and that has already been refunded to your account. Please wait a few days for your account to reflect the refund. As for the 2nd payment, it seems there is a chargeback dispute pending. Upon completion of the dispute, that amount will be refunded to your account minus any fees accrued in the process. We thank you for your understanding and we apologize that we were not able to provide you with a better experience. Thank you for allowing us the opportunity to serve you. 

• Initial Complaint

  04/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My first time with Svetness was great. But I had A bad experience with a personal trainer and then the people helping me went so cold on me and ruined my day. I asked To cancel the contract and they kept giving me more trainers after I said no. Im very frustrated with this company.

  Business response

  04/11/2022

  Dear client,

  Thank you for sharing your feedback with us. We are sorry you feel this way. After reviewing your account, it does look like you have a 12 month agreement signed. We understand occasionally there may be some bumps along the road however, after reviewing your account, our team has already found you another great trainer. Per our agreement, as long as we are able to provide services, the contract still holds. Please work with our reps to resume your services. Thank you! 

• Initial Complaint

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up as a new customer approximately three weeks ago. After only one week with the company I was having my physical with my physician who stated that due to a medical condition I should avoid lifting anything over 5 pounds and doing any activities that may over exert myself. I immediately notified the company that due to a medical condition I needed to cancel my contract. I told them that I understood that there was a 30 day cancellation notice. I assumed that giving them 30 days and paying for 30 days was adequate. However even with a doctors note they refused to cancel my contract after the 30 days. The only option that I was given was either paying my contract in full, taking a pay out for 60% of my contract, or paying for my entire contract and donating it to someone else. They refuse to let you speak with a manager and the billing representative I did speak with was not only unprofessional but rude and threatened collections if I didn’t pay. This company is UNACCEPTABLE and should not be allowed to force people into paying for a trainer when they have valid reasons for not being able to work out. When I read my contract I believed that I should be able to cancel giving 30 days notice, which I did and have all further payments cancelled. There should be no reason I should have to buy out my contract or pay it in full when I gave the 30 day notice, paid for the 30 days and provided my doctors note.

  Business response

  03/30/2022

  Dear Client,

  Thank you for reaching out and sharing your valuable feedback with us. After reviewing your account, it does look like you have signed a 6 month agreement. It is unfortunate that you are facing medical issues that prevent you from partaking in physical exercise. While we understand that issues may arise, all we need is a medical note from your medical provider so we can make any adjustments to you account. It seems we have no documentation on file for your request at this time. Please work with our representatives and provide the appropriate documentation and we will do our best to serve you and adjust your account.

  Thank you

  Customer response

  05/25/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********See attached. Consumer provided doctor's note as requested.

  Business response

  05/25/2022

  We have already addressed the issue. 

  Resolution: The clients contract was terminated. The client will no longer be liable for any charges due. 

  Thank you!

• Initial Complaint

  03/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed a contact .I had a **** meeting with ... explaining everything . Very quick to make you sign . The same day my credit card was debited . A **** meeting was scheduled. I received the link and nobody was there at the appointment. I texted ... and ... . Got no answers until the following Monday. On Sunday evening I asked my credit card to block the payments . I sent an email on Monday morning saying I wanted to cancel the contract. .... sent me an email and I said I was not interested anymore . Then I received an email and a letter from the billing department with a copy of the contract I signed. Requesting my payment. And now I am receiving calls and letters from a collection company . I know I signed a contract but I don't think its fair to charge me for a service I never received. My request for cancellation was made early , nothing had been set up and arranged yet for me. They give themselves the right to have 10 days to find a trainer, but they charge you right away and you have no chance to change your mind. There is no cooling off period in the contract and this is not right . In Florida there is a three days right of recission rule. My cancelation request was made within three open days of the day of the signature .Therefore I shouldn't be requested to pay anything .

  Business response

  03/16/2022

  Dear Client,

  We are sorry you had an unpleasant experience. We have reviewed your account and based on our records there were multiple attempts to reach you through the process. There was a technical issue with one of our **** meetings, and for that we apologize, however our reps actively tried to connect with you and we had trainers ready to service you. Our records indicate that you may have even blocked the numbers our reps were calling you from, so they had no way to get in touch with you. Upon joining you did sign an agreement which we are legally bound to uphold unless we fail to provide services. We cannot force you to accept the services but the contract still holds. We do honor 3 day cancellations as we are required to by law and our contract, however your request was 5 days after you signed the agreement and our team had already made arrangements to provide services. 

  Business response

  03/22/2022

  Dear client,

  Unfortunately at this time your account has been sent to collections. We have no ownership of the account anymore and any communications will have to go directly through the collection company. The collection company will be in contact with you.

  Customer response

  04/04/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I am appalled at their lack of cooperation . I am asked to pay for a service I never received. This is robbery plain and simple . This company shouldn't be allowed to stay in business.
  
  Regards,
  
  ***************************

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was looking for a personal trainer and was connected with Svetness. I spoke to a *********************** (Salesman) who talked very quickly, urged signup for a discount off of $95 to $75. I explained that I was interested but wanted an assurance that I could cancel if it ended up not working out. I thought I was signing up for 6 months because I explained I am getting married in October. I was told to initial and that he would send the agreement. I requested a female trainer and was told that there were at least 2 on staff currently. but that it would take no longer than 10 days to assign a trainer. agreement date was 2/2/22. I was not assigned a trainer until 2/16/22. I followed up and explained i'd like to cancel but was assigned 1 later that day. I had my first session on 2/18/22, received some very bad news later that day and I contacted svetness **** to cancel. I was told then that I could not cancel but I could drop down to $300 a month from $600 but that would extend agreement to 24 months. I said I have 30 days to cancel. She said, No there is no cancel policy, you only have 3 days. I was put in touch with their Director of billing Vadim who said no cancel policy but could cancel if i paid $160 cancel fee + 50% of total contract ($3610.00) to cancel. I explained that his salesman ***** misrepsented the terms and did not send me a copy of the agreement til 2/19/22. He said he would check and get back to me 3/7/22. I already paid $300. Used 1 session and then was frozen and unable to use the rest even if I wanted to. I told Vadim my rheumatoid arthritis had flared up from the stress and after the 1st workout. He told me that was not a serious condition and i could still workout. I explained that per Cal. Health Studio Services Act that I should be allowed up to a 30day cancel and that their agreement has 0 verbaige on abilty to cancel. I asked that he do the right thing, keep the $300 and cancel this agreement. He declined. I am waiting for final decline.

  Business response

  03/09/2022

  Dear client,

  After reviewing our notes on your account and looking over the contract that you agreed to and signed, we have decided that all actions by our representatives have been in accordance to the law and policy. We understand that financial situations may change, however that does not nullify or cancel the agreement that was signed. Furthermore, we can see that your account is assigned to a female trainer as per your requests. We take pride in how we service our customers and very openly disclose in our contracts that should we fail to provide service, the contract will be void. As for the CA law that you mention, we are not a health studio facility nor are we registered as such, so your concern is not applicable in this matter. Our representatives are more than happy to work with you and ensure you receive all services as agreed to. We hope you allow us to serve you as initially agreed. 

  Thank you

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was looking for a personal trainer recommendation and came across Svetness Company. I spoke to a ***** on 2/2/2022. He spoke very quickly, urged and rushed through details and insisted that I fill out a form to obtain training sessions. I was guaranteed a female personal trainer. I was sent a link and told I would have plenty of time to consider and cancel if needed. The agreement signed was dated 2/2/2022 for $85 per session for 6 months. If I did not sign on 2/2/22 the payments per session would be $95. He quickly went over the 3,6,12 month programs. I expained at most I would be interested in is 6 months because I am getting married in October. I explained i was only interested in a female trainer. ***** assured he had at 2 female trainers available. I was then passed to a Danni and she said a female trainer would be assigned to me within 10 days. I met with a **** on 2/10/22 and reviewed my health issues, and concerns etc. I emailed **** back on 2/14/22 and advised I had still not been contacted by a trainer. I was offered a male trainer. I said no, that is not what I signed up for, nor what ***** guaranteed me. I advised I wanted to cancel. I was told I could only drop down to $300 a month but that in doing so would extend my contract to 24 months and or keep paying the $600 for 12 months. I printed the agreement after emailing with **** and learned that they have no cancel policy language in their contract _so they are not adhering to the **********'s ************* ******** Contract Law. And that I was signed up for 12 mnths instead of 6. When I did not make the 2nd payment of $300 my account was frozen and could not use the sessions I paid for. I called to complain and cancel and was given their Director. I met with ***********************. I explained ***** misrepresented the agreement, which i got a copy of 2/19/22.I was now in financial hardship and experencing health issues. ***** said he would collect notes from the call with ***** and let me know next Monday.

  Business response

  03/09/2022

  Dear client,

  
  After reviewing our notes on your account and looking over the contract that you agreed to and signed, we have decided that all actions by our representatives have been in accordance to the law and policy. We understand that financial situations may change, however that does not nullify or cancel the agreement that was signed. Furthermore, we can see that your account is assigned to a female trainer as per your requests. We take pride in how we service our customers and very openly disclose in our contracts that should we fail to provide service, the contract will be void. As for the CA law that you mention, we are not a health studio facility nor are we registered as such, so your concern is not applicable in this matter. Our representatives are more than happy to work with you and ensure you receive all services as agreed to. We hope you allow us to serve you as initially agreed. This is a duplicate complaint and as such our response is that same. 

  
  Thank you

  Customer response

  03/16/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: *********** does not allow any type of cancelation. The Salesman grossly misrepresented the agreement, I was hesistant to sign and he insisted with lower rates and the ability to cancel within 30 days. I also only agreed to 6 months if I had 30 days to cancel and instead I was signed up for 12 months!!   My Rheumatoid Arthritis has flared up significantly after the 1st workout. I emailed to cancel after the 1st workout. Which was 15 days from signature. My physician doesn not want me working out. And my financial situation has changed dramatically. Additioanlly the company did not  assign a trainer within 10 days per their contract. Signed 2/2/22 and trainer was not assigned until 2/16/22. I requested to cancel on 2/14/22 and was told no, just allow a couple more days. They are also not abiding by ********** Gym Laws that state cancelations must be printed on the contract. They are also not compliant with ********** Gym law which should allow me up to 45 days cancel because the amount of the contract is $9600.00. I requested to cancel in writing, via phone, and directly to multiple people at Svetness and was told I would need to pay $160.00 + 3,450.00  +$300 I already paid. This company is trying to take advantage of me as a consumer and has already sent me one collection notice stating total due $900.00 yet they are still trying to debit my account for $300. You cannot issue a collection notice for total balance due and then continue to try and collect monthly as well.  I have sent certified mail that I want to cancel to their corporate office address and their PO Box. I do not want to communicate with this company anymore. They are beyond reason and at this point are just trying rob me. I am hopeful that BBB takes action against this company. If they are operating in ********** they should have to obide by the ********** Laws which protect me. If I am sent to collection, I will *** this company. 
  
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  
  

  Business response

  03/22/2022

  Dear client,

  Thank you for your response. To our knowledge, our billing department did present you with options to terminate the agreement. If there is a medical condition that prevents you from using our services, we can definitely take that into consideration upon receiving documentation from your medical provider sent to our billing department. To our knowledge the contract was sent to you via email where you had the opportunity to review it before signing. It is our customers responsibility to review the agreement before signing to ensure it is a proper fit. At this point, you can continue to communicate with our billing department to come to a resolution prior to the account being sent to collections. In the event the account is sent to collections, we will no longer have ownership of the account. 

  Thank you

   

  Customer response

  03/29/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the company hasnt acknowledged that they grossly misrepresented the terms of the agreement, nor that they do not provide a cancellation policy that is compliant with ********** Law. They have billed me with a final amount of $900 yet do not address the $300 already collected. And are still billing me. So are they saying all I owe is $900 and then agreement  is canceled? I have also requested a note from my physician I will provide in a couple of days I gave not had the ****** pick it up. My physician has removed me from any physical activity besides stretching and walking. This company needs to reprimanded on their business practices! 
  
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  
  

  Business response

  04/01/2022

  Dear client,

   

  As with any company that works with contracts, we do follow what is in our signed contracts. In the event that there is a medical condition preventing you from exercise, we completely understand that. As of now we have no documentation of such matter. Please have your medical provider submit the proper documentation to our billing department and our team will be more than happy to assist you. 

  Thank you! 

  Business response

  04/01/2022

  Dear client,

   

  Thank you for your response. We have received your medical documentation. We will be providing this to our billing department to review and they will be in touch with you directly. Thank you! 

  Customer response

  04/08/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I have now provided Svetness with a medical letter from my primary care physician which shows that from Feb-May2022  I am advised to not workout. Yet I have been billed $900. And they are still attempting to collect from me. And this is in addition to the $300 I already paid (and cannot use) as they froze my account. And Svetness response is, the letter is not good enough and they want access to my personal medical records and further proof that the medical letter is authentic. My physician has refused and advised that this request is ridiculous. This was an electronic letter that I have no ability to alter. I have requested cancelation of this physical trainer agreement from the 13th day of the agreement date of 2/2/22. And have since requested cancelations 15 more times.  I have written the companys  CEO and Personal Relations contacts,via certified mail, with zero response. It is clear no one at the company cares how they treat people. How is this company allowed to not honor anything?!Not the ********** Laws of cancelation timeframes, Billing and Collection Practices, and now not even a medical reason. I have Rheuumatoid Arthirtis and the stress of going back and forth with this company is causing my symptons to be worse than ever.  I do not want to continue to be billed and revist this in May 2022 as they have suggested. Please BBB Help me! This company is ridiculous. There has to be a higher power than Svetness. Maybe a personal lawsuit for the stress is what is going to be needed. They are not a good company and I strongy urge anyone considering their services to find another alternative to getting fit. This has been an absolute nightmare beyond reason and common sense. I do not even know what to say anymore. 
  
  
  Regards,
  
  *******************************
  
  
  
  
  
  
  
  
  

  Business response

  04/12/2022

  Dear client,

  We are not requesting to access any of your private information. The validation process is a call to the medical office asking if the letter was indeed issued by them or not in order to prevent fraud. ****** will not confirm any information unless you authorize release of the information which is as simple as "yes" or "no". Alternatively, the letter can be mailed to us directly by your medical provider, so the validation process would not be necessary. 
  We use this same policy with all of our clients and it is usually a simple and quick process.

  Thank you. 
  
  

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 01/03/2022, I was contacted by a sales agent with Svetness fitness. I had texted him the next day to cancel but changed my mind until I could find another trainer for a lower rate. Today I sent the cancellation in writing as it was the right thing to do. It was also signed by me as well. However, I got two emails back from the sales agent ************************* which did not resolve my situation. He stated it was postdated which doesnt make sense because I havent even begun receiving services from them because I havent paid yet. Not sure why this is a troublesome cancellation.

  Business response

  01/14/2022

  Hi ********,

  Thank you for bringing this matter to our attention. Your case was assessed internally and was resolved. You will NOT be held to the agreement you signed and that agreement has been cancelled. We thank you for your patience while we resolved the matter. We thank you for having given us the opportunity to serve you and wish you the best of luck with your fitness journey!! Please feel free to reach out directly to me if there is anything else I can do to assist you. 

  Robert M

  Sr Director of Customer Experience

  **************@svetness.com

• Initial Complaint

  09/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up and signed a contract with Svetness Fitness based on the assumption that my fitness club Would allow outside trainers to work with members. It turned out that that was not the case. I was notified that there would be no more charges. I received a recent email informing me that they were charging me a monthly fee of $680 and charged it to my credit card. I called  Customer Service and they refused to admit that Id been told that I would be no longer charged. They are intending to charge me $680/ month and provide no services.

  Business response

  09/28/2021

  An agent has been assigned to this case on Saturday, September 25, and from our understanding, the case has been resolved satisfactorily for you. This report was presented on Monday, September 27, 2021. If there is anything you wish to add or change, please contact the agent directly. 

  Customer response

  10/12/2021

  ---------- Forwarded message ---------
  From: ******************* <***********************>
  Date: Mon, Oct 11, 2021 at 4:45 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <*********************************>
  
  Please cancel this complaint. My issue has been resolved.
  
  Thank you,
  *********************
  ************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩