I have been with Planet Fitness and a part of the Custom Built Program for almost a year now (10 months). Over these months I have had inconsistent service and a sub standard approach to the care of my account. First the inconsistency. Over the last 2 months, I have had only 1 training session and Custom Built has not followed up with me about a new trainer. My current/old trainer is on baby leave. In addition, my branch did spring updates to the facility and now training sessions are not permitted in the main gym but in a side facility with a limited amount of equipment. I will not experience the same full body aerobic and anaerobic workout that was previously offered by my trainer because we are not permitted to train in the main gym.

Second, the sub standard customer care. I have attempted to call Customer Service for Planet Fitness in Atlanta in order to cancel my contract with the Trainers. There are two issues I was confronted with:

1) It is rumored that Planet Fitness is removing their affiliation with Custom Built, which customers were not made aware of.
2) In order to cancel our contract, we have to send a cancellation fee of $60.00 to a local P.O. Box via a certified letter that has no official listing or tie to Planet Fitness and is monitored by a voice machine. From time to time a "person" calls you back with similar instructions of sending $60.00 to their P.O. Box. It is appears to be a scam. It makes no sense I am not able to cancel my contract and make payment at the same location I signed the contract.

Another example of sub standard account management is that within the first 2 months of my training, my file with all of my fitness goals, current measurements and readings was lost. My file has still not been found. I have no way to actually track my progress and compare my Start and End results.

When I actually do get to train, I have no complaints about my trainer. He is knowledgeable, always on-time, and pushes me to meet my goals (the new ones). My complaint is about the corporate entity that is Planet Fitness/Custom Built, their cancellation policies and their account management practices. These issues have caused more of a headache than total body sculpting.