Personal Trainer Shock

I used one of the Zonefitness Sanarcadia personal trainers, after numerous times where he did not pitch for a session, i confirmed that i will be cancelling his services. I requested my remaining balance , he refused saying that personal trainers don't refund. When reporting this to reception having requested the manger to contact me, they said that the trainer Kenneth does not work for Zone fitness but rather rents the space. However, we were not told of this details, I used him, as he introduces himself as a Zone fitness PT, however, we are trusting someone who can potentially run away with our funds if he decided to, and 2 days later still no call from the manager. I can deal with people *****ing our clothes in the lockers, the fact that only one water dispenser works, the fact that the aircon barely works, even being chased out at 8:30 even though the gym closes at 9. But this one is too much to comprehend. If this is a way that Zone fitness conducts its business , i humbly request that my contract be cancelled. With no penalties, or assist me in dealing with the PT issue.