30 Minute Hit

We would like to respond to each accusation in order, to the best of our knowledgeFirst we'd like to make it clear that due to the nature of high impact sports like kickboxing, there is always a risk of injury, as such it is our top priority to minimize that risk for our membersDuring
registration for a trial class, customers fill out a waiver acknowledging the risk and importance of following the trainer's instruction. I was first made aware of the interaction between one of our trainers and the customer submitting the complaint on Jan 3, after the customer's second classOur trainer expressed concern that she was getting a lot of push back when attempting to give small corrections to technique. I advised her to focus only on corrections to maintain safety for the time being, as some members take some time to warm up to guidanceThe situation escalated a week later, Jan after the customer's fourth class (at this time I had yet to meet the customer in person) when her trainer reached out to me a second time expressing concern, that the member had begun deviating from the class outlined for her and upon being asked to return to the proper form, the customer insisted she can do what she wantsAt this time my trainer asserted herself and the importance of following instruction and the customer ignored her(Again, this is from my conversation with the trainer)At this point I gave the trainer authority to ask the member to leave if she continued to be disruptive to the class, but to attempt to find common ground and find a way past any tensionOn Jan my trainer was met with further hostility and reached out to me, and I advised her to ignore the member for the remainder of her workout and that I would attend her next class to have a conversation with the memberOn Jan the member reached out via facebook expressing her own concerns from her perspective, and we politely explained why it's important that there be guidance, but that there were some modifications that can be made to fit personal ability; however safety being our top priority, there are some movements, stances, and strikes we simply do not allowI let the member know I would be in the following evening for her class to have a chat with her about it in person, to which she agreedOn Jan we spoke for about minutes, which I thought was a very civil discussion and we reached an understanding; I expressed she was free to change her stance so long as she understood it would stunt her developmentFurther she mentioned her old wrist injury and I explained that with proper form she shouldn't be experiencing the pain she was, and she agreed that she would accept guidance where safety was a concernShe then joined the circuit and I left feeling confident the issue was resolved, and her trainer let me know there was much less tension and she was not met with any hostilityThe customer attended another class on Jan 19, and still no issuesOn Jan she attended her first class with me as the trainer; before she started we had a short pleasant conversation while she got readyI review basic striking stances with every member at the beginning of class, so this was no different. In this case the member's stance was such that it would put high stress on her shoulders and knees, so I offered a correction for her, and she immediately became hostile, refusing to acquiesce to even the smallest requestI calmly explained I was trying to help her train more safely, and that the shift would help eliminate the discomfort she was feeling and reduce risk in the futureAfter further refusal to listen, I let her know I would have to ask her to stop working out if she would not acknowledge safety standards, much in the same way a football coach will not let a player refusing to wear a helmet on the fieldAt this point the customer began shouting and stormed out of the facilityAbout minutes later she returned, and began insisting that she be let out of her contract, and proceeded to verbally abuse my partner and I (calling me 'Hitler' and referring to us as 'nazis' and a 'dictatorship')Throughout, my partner and I calmly explained we would be happy to accommodate her, and all we ask is that she follow instruction when it comes to safetyThe customer insisted we knew nothing, and that she knew better than we did in our profession, and repeatedly refused to listen when we attempted to speak. She left shortly thereafter, and that was the last interaction I personally had with her, however she attended another class on Jan with the original trainer and had no issues, and listened to some extent to guidance, at which point I considered the issue settledAs for the claim of not understanding that she had signed up for classes with direction, I understand that she may have changed her mind about what she would like in a workout; however absolutely nothing has changed on our end since her trialHer trial consisted of a class, where she was given very specific instruction during the entire classDuring the trial it's made clear that members receive ongoing instruction and guidanceIf this is not what she was looking for in a workout, I'm at a loss for why she signed up in the first place. While on occasion our facility is referred to as a 'gym', which is of course short for gymnasium, encompassing any building designed for sports, exercise, or physical education, all of the language on the Tuition agreement she signed clearly states we are classified as a school, that the circuit is a class, and that those classes are held and taught at the discretion of the schoolThe very first line of the agreement is "Student Tuition Agreement", she signed as "Student" and the facility is referred to as "The School" throughout the document, which she retains a copy ofWe understand some members prefer more autonomy during the workout, and we are happy to accommodate that once a base level of proficiency is reachedAs members learn new techniques they are welcome to make the workout their own, our only restrictions are that they only perform techniques they have been taught at our facility, that they not deviate from the flow of the class, and that they follow minimum safety standards, which includes being receptive to guidance from our trainers and following it to the best of their abilityWe are happy to work with the customer to facilitate a workout she enjoys, so long as she is willing to compromise insofar as accepting minimal guidance to keep her safe while she's working outSo long as she follows the policies outlined in the Agreement she is more than welcome at the facility