I was with Jeff and TriSystem Fitness for more than six years, so I want to be fair in writing this review. The actual training experience was very good. It was customized and flexible, the studios were professional, and the instruction was knowledgeable.
My low rating goes directly to my experience leaving TriSystem.
During my six-plus years with Jeff, I brought not one, but two full-time customers to TriSystem. One of those customers also trained with Jeff for more than four years. I was a loyal customer for a long time and, for years, I genuinely thought I would continue training with Jeff forever.
That changed when I started a new job in January of this year. I knew immediately that continuing to fit my normal workout schedule into the week was going to be a stretch. By May, my work travel had increased significantly. I was traveling internationally every other week and ultimately traveled more than 100,000 miles internationally. Jeff knew that my schedule had changed dramatically and that I was struggling to remain consistent.
During this period, I also changed phone numbers, which added to the communication issues.
Eventually, my schedule reached the point where I simply could not continue. What I did not realize was that I had not formally initiated the cancellation in the way TriSystem required.
For four and a half months, I did not use the service at all. Not occasionally. Not once or twice. I did not use it at all.
During those same four and a half months, I continued to be charged the full-time rate.
When I eventually addressed the situation and formally ended my membership, there was no reconciliation or refund for those months.
That is the reason for my three-star review.
After more than six years as a customer, referring two full-time clients, and going through a major professional and travel change that Jeff was aware of, I had hoped there would be some consideration for the fact that I had paid for four and a half months of a service I did not use at all.
What bothers me most is not that TriSystem has a cancellation policy. I understand that businesses need policies. What bothers me is that after more than six years of loyalty, two full-time referrals, and four and a half straight months where I did not use the service a single time, there was no willingness to reconcile any of what I had paid.
I personally walked away from the experience feeling taken advantage of. After the amount of time, money, and loyalty I gave to TriSystem, I expected the relationship to matter when my circumstances changed. Instead, I learned that simply not using the service, even for months, does not protect you from continuing to be charged.
So my advice to anyone considering TriSystem is to be extremely clear about the cancellation process from the beginning. If life changes, your job changes, you begin traveling, or you simply can no longer use the service, do not assume your circumstances or history with the business will be taken into consideration. They will not be considered, and the loyalty I gave was quickly forgotten.
I had more than six years of positive experiences with the training itself, and I do not want to take that away from Jeff or TriSystem. Unfortunately, the way my membership ended changed how I view the overall experience. I wish six years of loyalty had been met with a little more understanding when I finally needed to walk away read more
