Personal training customer service; share your experiences

[pandafitness]

I've been working with a personal trainer since end of June. In October 2015 I booked out about 6 months worth of 1 on 1 personal training.

I really like working with him during my sessions but his customer service regarding scheduling is POOR. 

The owner who is also is my personal trainer opened the business in the spring of last year. He is relatively new. Every 2 weeks I get notified the night before or the morning of my appointment that he has to cancel and I can have a substitute personal trainer (I've been canceled 2x in 1 week!) Only one time he gave me a legitimate answer.  

Unfortunately, for me I don't like any of his other personal trainers he's hired. They either are not motivating enough or their workouts are not hard enough for me. I barely break a sweat when I work with a particular personal trainer. 

He has also let go of two personal trainers since Dec/January. 

I really appreciate his offering to work with another personal trainer or to take a small group class. Except, why pay for a group class when I paid for a 1 on 1? I paid to meet with my personal trainer twice a week. So some weeks I am going in 3x a week. It messes up my schedule.

One time, he didn't show up to my appt because he added it to the following Friday. I had literally talked to him in person. He did recogize his mistake and apologize. 

I repeatedly have told that I refuse to work with any other personal trainer. I worked so hard to find an ideal personal trainer and tired of being pushed around. I undestand he is priortizing his schedule, but so TIRED of this frequency of cancelling and being "shoved" to another personal trainer. 

So tired and fed up; what to do? Share your experiences and suggest what I should do? I've only got two months with him left. 

[WendyB]

Plain and simple Dont use them.

You dont like why bother? You have several reasons as to not like them. Why contiune and pay for poor service?

[pandafitness]

It's not that simple. Because I prepaid sessions which end in May. I just don't want poor service between now and the month of May. 

[SunsetRunner]

I've never had a personal trainer during my 17 years going to a gym.  I always thought I was in much better shape than the  PTs I see working at gyms I've visited.   Ask them to return a prorated amount of the fees paid. You really only needed one day with a PT just to show you how to use the equipments properly.    

[sabitabi88]

I would demand a refund for the prorated amount. Being reliable is half of a personal trainers job! I took fitness and nutrition classes in the hopes of becoming a trainer (didn't take the NCSF exam though) and it is a trainers job to make the client feel comfortable and like they have someone to rely on. Obviously things come up but it sounds like this person is too disorganized and they need to be shown that they will lose clients that way. Maybe it will push them to actually stick to their commitments in the future. If they have some sort of family or personal emergency than they should communicate that to you (they don't have to say what the emergency is, just say that they are having 1) and give you the option of a refund. 

[emili · Accepted solution]

Have you told him how much this irritates you? I read you have ongoing conversations about other trainers and classes and reschedules- but have you specifically said the way he is treating you is beyond rude and if it doesn't stop you want to be reimbursed for unused sessions? I know confrontation is hard but I think you should tell him - specifically what is bothering you.

[pandafitness]

Emili, this is really great advice!