Consumer complaint received 2021-12-05
Company: CAPITAL ONE FINANCIAL CORPORATION
State: MI
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX I signed up for XXXX XXXX at XXXX  XXXX. I requested a specific professional that could help me because I was recovering from a C-section. The referred me to the trainer by the name of XXXX XXXX. I was told at that time that there were no other trainers there other than him The XXXX XXXX that could help me. I originally requested a woman, they assured me that XXXX would be the only one that could help me. I signed up the services, he told me about their strict no show, no call policy, told me about the importance of my training journal, my instructional materials and we started to schedule our morning sessions. The first training session, XXXX did not show up and did not call me. While that alarmed me and I actually wanted to call it quits then, I contacted XXXX XXXXXXXX the next day to ask if everything was okay and what had happened and if I could cancel because I didnt like how this was starting. They apologized and begged me to stay. They said that something with XXXX must have come up and that he would for sure show up on Wednesday. Wednesday came and XXXX just glossed over the no-call no-show. I spoke to XXXX and wanted to cancel but he promised that the second would be better. The second week, I had two personal training sessions. He was late to both and neither were for the full 1-hour long session. He forgot to take my measurements, he forgot to weigh me each time, he didnt have time to do an assessment and he also never gave me a training journal. But assured me that there were just some small personal life things he had going on and that things would be better the second week. The second week, I tried to schedule my personal training sessions, XXXX did a no-call no-show to both of them. I called the front desk and they said that XXXX was going through some personal things because he was supposed to be there by now. This happened twice in the week of XX/XX/XXXX. I had referred a friend of mine to the same XXXX XXXXXXXX and trainer when I first signed up and she told me that he did a no-call no-show as well. I think contact XXXX, the manager at the time. XXXX said that they had several reports about XXXX and he would put in a request to cancel my membership because they dont have any other trainers at all. I had lost my spot at my previous gym and I was out of {$290.00} and {$540.00} so far. 

I have had two training sessions altogether. Really One full one because the first training session was supposed to be free. I called XXXX  XXXX every day for the last XXXX weeks, trying to reschedule, find a new trainer and at the very LEAST get my Money back. They told me that this wasnt uncommon with XXXX and I wasnt the only one complaining. I already knew that I wasnt because the friends that I had brought along to the gym with me, he also stood them up. It was very distasteful. XXXX kept making promises that XXXX would fix it, that I would get free sessions, a free month of membership, that he had a new trainer on the way, that it would all be fixed in XXXX hours. In 8 weeks, I had no personal training session, no training journal, no instructional material, nothing has been addressed by the XXXX  XXXX XXXX. Finally, after speaking to corporate 10 times they told me I would receive a refund and a cancellation because my contract was breached and I did reach out to them in enough time originally. They gave me the email XXXX to email. I emailed her on once a day starting XX/XX/XXXX. She didnt call me back until XX/XX/XXXX. She scheduled XXXX sessions for me at the wrong XXXX XXXX and when I called to speak to XXXX, she said that she actually could not train me because her schedule was conflicting with mine. I never received what was promised to me in my contract. I did not receive what I paid for. I contacted XXXX  XXXX in enough time to cancelXXXX XXXX  XXXX and their trainers breached the contract and are refusing to refund me. I have been trying to rectify this since XXXX. Since receiving no personal training or not contact In 2 months. I didn't receive anything that the receipt that they provided states.

Company response to consumer: Closed with monetary relief