The Personalized Physique

I’ve been attending their indoor and outdoor bootcamps for most of this year and have been largely satisfied. While the quality of their trainers varies quite a bit, you get what they advertise– I high energy, varied workout with a good dose of community. My conditioning has improved greatly thanks to these programs.
Once you get into the realm of customer service, you enter a different realm entirely. The simplest inquiries about makeups for instructor no-​shows took dozens of emails. Most recently, I inquired about a refund for a prepaid bootcamp that I can no longer attend due to a broken ankle. They immediately rejected my request and have ignored subsequent emails trying to reason with them.
I don’t understand businesses like this who try to act as alternatives to gyms yet play the same sleazy money games as the gyms. We join services like this because we want an alternative to that atmosphere. We want a company we can feel loyal and connected to. Instead, this company has lost me as a customer. One simple injury refund could have kept me as a customer for years but now I will start the elusive search for a fitness company with a heart once again.