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Business Profile

Exercise Programs

The Exercise Coach

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Programs.

Complaints

This profile includes complaints for The Exercise Coach's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:02/11/2025

      Type:Product Issues
      Status:
      Answered
      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 saw an advertisement from The Exercise Coach offering 2 free sessions to start followed by options to book additional sessions afterwards. I attended the first session and interview and was presented with different options for future sessions immediately following my first session. I chose to go with a monthly commitment rather than prepaying for a 6 month or 12 month. A payment of $758 was requested as a monthly payment and deposit.I had discussed with **** my trainer existing knee and back conditions that I wanted to be cautious with. Unfortunately about 30 hours after my first free session I was having substantial knee pain and decided to cancel any further sessions. I was asked to go in person to the club and fill out a cancellation for which I did within 3 days of my first free session. When I reached out to **** regarding refunding my $758 his response was sorry we can’t because of the agreement. So the advertising of 2 free sessions is false and as well as this business thinking that I will pay $758 for 1 free session is completely unacceptable and ridiculous

      Business Response

      Date: 02/20/2025

      Hello, this is **** ***** co-owner of The Exercise Coach Omaha and St. Louis. This is the first complaint we've received through the BBB in 5 years of business. Our client policy agreements and contracts are very clear and require initials/signatures that they are read and agreed to. There was not a request to speak with me prior to receiving this escalated complaint. I have uploaded versions of our agreements and have the signed copies in our studio files if needed. There are two free sessions offered and always honored even when a client signs a contract after the first free session. The agreement for our month to month plan requires is a 30 day notice for which we collect that final month deposit upon purchase. This client has 2 months for personal training to be used (which would be for up to 24 sessions). At $758, that $31.50 per session with a personal trainer. This payment was not for the first 2 sessions that were complimentary. While our agreement and our LOA policy is very clear, when things come up, we as owners give our managers the latitude to be flexible. Our manager offered an leave of absence for up to 6 months to work through any physical issues. It is very common for our clients to have different orthopedic challenges. We are easily able to work around them with our certified coaches and technology. For the few instances for people who have circumstances that inhibit strength training all together, extending the contract for up to 6 months allows for recovery or healing. This program is really geared for situations like this and we are very proud of the value and impact it makes for people. Again, this isn't a complaint we have had before. For people who have decided this isn't the program for them, they have put in their 30 day notice and most use the sessions that they have paid for until the contract ends (again, in this situation, we generously extended the expiration by 6 months to the client could use the sessions that were purchased) I would be available for a conversation if there are details that are missing or that I am misunderstanding. 

      Business Response

      Date: 02/20/2025

      This is the first complaint we have received like this and first through the BBB. I could use some feedback on how businesses with clearly detailed contracts should respond in a manner that wants to take care of people, but respects the contracts/fundamentals of the business. I feel like this process puts the business in a no win situation. We want to offer a service to the customer who agreed to the terms and believe that we can help him. Maybe even a Dr's note or something vs. someone changing their mind. Thank you for any feedback. - A business owner trying to do the right thing for the client, the employees and the business.

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