Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for in person personal training which was to be twice a week for the month of August. Half way through the month I was informed that the trainer would be on vacation resulting in me missing three one hour sessions. The trainer refused to reschedule or reimburse me advising I agreed to this when I started the program

  Business Response

  Date: 15/09/2023

  All of The Raw Human Programs are billed monthly and are non-refundable. Programs include a 4-week personalized training split, nutrition coaching (weekly nutrition review as well as macro updates), access to the training app which houses all of the clients activities - this includes their program and habit trackers (steps, water intake, weekly check ins, metrics, etc.). Depending on the package a customer chooses they will also have some in-person training sessions. Any sessions that cannot be attended or are missed due to illness, vacation, bad weather, etc., are to be completed by the client on their own. This is all explained during my onboarding call with each and every customer. This is why they have full access to their training plan at all times. Clients can request specific workouts to be designed for them during vacation time or if they couldn't attend an in-person session and need to complete it at home, etc. - they may not have access to certain equipment so the workout will be modified for them. (Also note that certain months have more training sessions than others but the price does not change month to month - it is one flat rate for everything.)
  
  This customer was made aware that I had vacation in August during her onboarding call, which took place on July 4th. During the call I went over all program details and outlined everything for her as I do with all new/potential customers. If this was something I 'sprung' on clients I'm certain I would have far more complaints - this would be my first in 10 years.
  
  This customer wants a refund for one session the week of August 21st and two sessions the week of August 28th. For the week of August 21st this customer chose to only come once due to her own vacation time. I did offer her the option to come on the 23rd instead of the 25th and she couldn't attend, so the session she missed that week had nothing to do with my vacation time. I was away the week of the 28th and she had access to her full training program via her app profile to do on her own that week. On Monday August 21st I went over the app and exactly how to enter her training log etc., to ensure she was all set and able to remain consistent with her workouts while I was away. She had no issues and didn't question anything at that time, and was fully aware of the situation. It wasn't until I had to contact her about her payment being late for September that she became irate and sent several nasty messages. She didn't submit her payment September 1st so her app access was revoked as of September 2nd @12am sharp. Customers obviously don't get to have access to anything they have not paid for.
  
  She contacted me on Monday September 4th requesting a refund for 3 sessions. I responded the same day providing her with a breakdown of how her package was billed, what was included and also reminded her that missed session time was discussed during onboarding. My response was professional and I let her know that if she wanted to discuss the matter further that I was happy to speak over the phone, but that I would not continue an email thread that could very easily be misconstrued. She chose to send an aggressive email response. Due to the aggressive/abusive nature of her email I stopped communication - she sent many other emails, even from different email addresses, but I only read the contents of the first one as I do not tolerate this type of behaviour.
  
  I'm sure this could have easily been worked out in a professional way but she chose to be aggressive/abusive and thats not something that I have to put up with so communication was terminated.