Liberty Performance Training

Business reply on Google

Sai, We always welcome feedback and leave room for the concerns of our clients. I apologize for the negative experience you've had. I do have to address some things you have stated in your review which are factually wrong. We did not steal 6 sessions from you, and Justin certainly did not threaten or yell at you. We shared our agreement in response to your email which you seem to have opted to ignore. Justin worked with you patiently for months through your last minute cancellations, no shows, and unexpected long term absences. We considered your client status as abandoned, as no one had heard from you. When you reached out again 10 months ago (Feb. 2025) after another 4 month absence we were unable to accommodate your expectations. Due to the nature of the client/coach relationship which unfolded between you and our coaching staff, as well as the abandonment of your sessions which carry a 1 year expiration, we opted to release you as a client. Best of luck to you in your future endeavors! -Zac, Owner

Business reply on Google

Hi Agie, Thank you for taking the time to express your concerns and offer your feedback. We absolutely did drop the ball this morning, and for that I sincerely apologize! This does not reflect our professional standards and we do take these matters very seriously. If this system error which resulted in a double booking had been identified sooner, you most definitely would have heard from me with more notice. In this total anomaly of a scenario, the decision was made to prioritize our clients in order to uphold our elite coaching practices for our paying customers. This was not an easy decision to make as we are aware as anyone just how important first impressions are. The ideal outcome would have been that you had some flexibility on a Saturday to come in a little later so that I could give 100% of my time/energy to our clients and 100% of my attention to you. We do not deal in partiality here. But of course, if our scheduled appointment time was non-negotiable for you, there's no doubt I would have made a way for this to work. And this does not take away from your valid frustrations of being asked if another time is possible for you. I still have no doubt that our coaching would p

Business reply on Google

Hi, Avi, I'm sorry about your recent experience with us. Rather than charge startup and cancellation fees, we collect the first and last month's membership charges up front because it helps us with cash flow and also allows more flexibility to our members who may need to cancel at some point in the future, much like renting an apartment except there is no minimum or maximum time associated with your membership. Perhaps this wasn't made clear over the phone! We'd still love a chance to earn your business and I truly believe if you stop in, you'll love what we have going on. Please let us know if there is any other way we can help. -Rich

Business reply on Google

Sarah, I'm glad we had the opportunity to sit down face to face a couple of weeks ago to discuss your experiences. We made an action plan for how to utilize the sessions you had paid for, including scheduling you for your next appointment. After explaining our policy for personal training packages it seemed that we came to an agreement and understanding. As soon as you decided to move on we paused all payments to your account, per our policy. You shared your experience with a couple of individuals, most of which happened outside of our facility. We don't expect everyone to be best friends here, but we are extremely proud of the fact that most of our members are loyal customers because of our community. We have people from quite literally all walks of life, all of whom love the atmosphere of support and community. Respectfully, Zac Miller, GM