Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.there have been no attempts at contacting me from La fitness. I go to the club multiple times a week and no staff member or management member has ever approached me or attempted to talk to me about this issue.the leg extension machines (both of them now), along with other equipment, continue to sit broken and in-useable condition at the club and members are still charged their entire membership monthly fee even though they are denied use of multiple piece of equipment because it is broken.a sign has been taped to the leg extension machines saying that the manufacturer has been contacted and the club is waiting for them to replace the broken equipment. again, a nationwide club with the resources la fitness has shouldn't be waiting for a manufacturer to replace the equipment. they should be able to swap out broken/defective equipment and have the manufacturer reimburse them later- not at the expense of their customers.the time it takes for faulty equipment to get repaired is often as long as a year. their equipment seems to break down often and this trend has been obvious and repeated many times. I have contacted the club over faulty equipment many times over the years and get the run around, "we only have one maintence man." 'we're aware of the problem and working on it." "the manufacturer has been notified" meanwhile the club members still wait a year for replacement/repairs.I would like this statement and complaint to be part of the public record so the consumer who thinks of joining a la fitness will understand the type of company they would be dealing with.
Regards,
[redacted]
Management emailed [redacted] regarding concerns with phone calls he received for [redacted] monthly membership, that is an add on to his primary account. We assured him that his contact information has been removed from her account. Per his request, a cancellation for her membership has...
been processed and an email confirmation has been sent. We believe this matter to be resolved. Thank you.
LA Fitness has been in contact with member regarding her concerns. We cancelled the remaining term of her personal training agreement with no further billing or obligation and processed a refund in the amount of $180.00 (refund applied to the same account used for payment).
Member’s initial payment provided her with 11 sessions (8 paid sessions and 3 bonus sessions). Member used 10 sessions. There is no further refund owed (copy of training history attached)
We have made several attempts to contact [redacted] regarding the cancelation of her monthly billed membership.
We have yet to receive a return call. No prior cancellation notice has been received therefore no refund is due. Our cancellation policy, suggest items
mailed to us, should be...
sent certified and or registered, return receipt requested to our California address, for members own proof of confirmation. Should
[redacted] provide proof of cancellation a refund can be discussed at that time. We encourage [redacted] to return our call to discuss any further
concerns or contact her home club. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I previously filed a Revdex.com complaint ([redacted]) re men's shower drain backup. I made complaints to LA Fitness on 4/19/16, 5/5/16, 4/20/17, 7/19/17 and 9/12/17. This is a long-lasting issue LA Fitness has failed to solve. Do they expect their customers to pay and get substandard quality gym and put up with it?! All sorts of promises, regional manager [redacted] multiple times making lots of assurances that it'll get fixed. Prior to [redacted], previous regional manager promises. This is either negligence greed or incompetence. I can't believe this problem still exists. Mornings between 7:30-8:00 men's shower backs up, particularly last three showers on the left side (last one is the worst). Water backs up so much it overflows and floods the walkway between the showers. I have even complained to the City of San Diego Health Department. GET THIS FIXED!!!! Do you not care you're creating a health hazard with backup water?Fix the plumbing problem so the men's shower doesn't back up anymore.
Regards,
[redacted]
LA Fitness contacted member regarding his concerns and we processed a refund in the amount of $560.00 for dues billed after the initial term of the personal training agreement was completed (refunds applied to the same account used for payment).
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I have determined that this proposed action would not resolve my complaint because I am not arguing that there is a signed contract in place, I am arguing that the contract was not shown to me until almost 3 months later when I realized that I was being charged so outlandishly! The day that I joined LA fitness is the day that all of these automated signatures were done. I was prompted to sign a pin pad and was never shown the contract until I picked up a hard copy in September. My roommate and I were told that day that we would have so many free personal training sessions for becoming a new member, that is the ONLY reason my roommate and I started the personal training.
To both her and my knowledge we were only signing up for the membership for $70/month as well as the $10 for the kids club. Both my roommate and I were unemployed at the time struggling to pay our bills as it was why in the world would we ever knowingly agree to sign up to pay over $700/4 weeks! The email that was sent out to show the contract at Agriner23 was a blank document. It is so upsetting how no one in the world anymore can admit their wrongs it is now always about covering their own tail! This company has taken over $2500 in 3 months and yet that's not enough! I will not return to LA fitness and I will continue to battle this contact! a 50% or 25% buy out, out of a contract that I was not made aware of is not a resolution to me. LA Fitness will not see another penny from me.
Our records reflect that member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”). The Agreement was for a minimum initial term of 6 months, beginning 6/27/17 (the “Initial Term”). Member paid a total of $360.53 up front, which included the...
enrollment fee, processing fee and payment for the first month of personal training services. He further agreed to make 5 more consecutive monthly payments, in the amount of $240.00 plus tax, beginning 7/27/17, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement. His Agreement includes a voluntary cancelation provision, which affords him the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the Agreement. This provision is clearly outlined on page 2 of the agreement. In addition, his agreement included a New Client Checklist which outlined key terms, including his acknowledgement that he received and read a copy of his personal training agreement with the initial term and the voluntary cancellation provision. This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature and initials on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response). Thus, under the clear and explicit terms of the Agreement, member is not entitled to terminate the Agreement and abandon his contractual obligations (which were very clearly spelled out for him and acknowledged by him) early without a fee. If member no longer wishes to continue with his valid Agreement, LA Fitness will honor the voluntary cancellation provision of the Agreement should he elect to take advantage of it. Otherwise, he should be expected to honor his Agreement as LA Fitness stands ready to provide the services for which he contracted.
Management has made several attempts to contact [redacted] regarding the cancellation of her monthly billed membership. She claims to have cancelled in September 2015 however our records indicate we did not receive such request.
LA Fitness provides members with the option to cancel at any LA...
Fitness location between the hours of 8 AM-5 PM on Monday through Friday, but we strongly encourage members to send a written cancellation request via certified mail to ensure return-receipt. Our cancellation policy is not designed to make it difficult for our members to cancel, but to ensure cancellations are handled properly. With that being said prior to this complaint a cancellation was processed on October 30, 2015 and no further billing has occurred. The balance in the amount of $34.95 has been waived. If she wishes to discuss this further we encourage her to return our call. We believe this matter to be resolved. Thank you.
Management spoke to [redacted] on behalf of [redacted] monthly billed fitness membership. Due to some confusion at the time of joining her agreement was explained to her and we offered to add on guest privileges at the point of sale rate of $20.00 per month and waive the first and...
last months fee of $40.00. Typically it would be 39.99 per month after the point of sale. She agreed and the amenity has been added to her membership. Member is satisfied and all issues have been addressed. Thank you
Bureau:
Thank you for the service you provided. I contacted this company more than 20 times and was ignored until I filed official complaints with the Revdex.com. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. However, this does not improve my opinion of LA Fitness. I will never do business again with LA Fitness because I find their business tactics to be unreasonable and predatory to consumers.
Regards,
[redacted]
Member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”). The Agreement was for a minimum initial term of 12 months, beginning 6/30/16 (the “Initial Term”). Member paid a total of $299.00 up front, which included the enrollment fee, processing...
fee and payment for the first month of personal training services. She further agreed to make 11 more payments, in the amount of $200.00 each, every month, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement.
Her Agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the Agreement (the “Termination Fee”). This provision is clearly outlined on page 2 of the agreement. In addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of her personal training agreement with the initial term of 12 months and the voluntary cancellation provision.
This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature and initials on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response). Furthermore, member’s personal training services agreement specifically provided her with a 3-day right to cancel if these terms did not match her understanding (or for any reason) for a full refund. However, she did not take advantage of this option within the rescission period. Thus, under the clear and explicit terms of the Agreement, she was not entitled to terminate the Agreement and abandon her contractual obligations (which were very clearly spelled out for her and acknowledged by her) early without a Termination Fee.
Instead, member elected to take advantage of the voluntary cancelation provision, paid the Termination Fee on 7/28/16 and we cancelled the remaining term of her Agreement accordingly. Member is not entitled to a refund of the fee she voluntarily paid to terminate her Agreement early.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Management contacted [redacted] regarding the cancellation terms for her monthly dues membership and her concerns with the cleanliness of the [redacted] location. We appreciate our member’s feedback and concerns regarding our facilities and strive to provide a clean and healthy environment....
Management has been in contact with our facilities team to resolve the concerns [redacted] stated in her complaint. LA Fitness does allow a member to cancel for any reason within 3 days of purchase and receive a full refund. We did not receive a cancellation request for her membership during the rescission period. Nevertheless, as a courtesy, we have agreed to refund $83.73, which includes the initiation fee and the last month’s pre-paid dues on [redacted] membership, back to the [redacted] on file.
Refunds typically take 5-7 business dates to complete. We have also offered to extend a guest pass to [redacted] should she decide to try LA Fitness in the future. We now believe this matter to be resolved. Thank you.
Management spoke to Mr. [redacted] on 11/7/14 regarding his
concerns with the cleaning staff and the cleaning of the hallway in the men’s
locker room. We apologized for any inconvenience or danger this may have caused
and assured Mr. [redacted] that a better cleaning schedule has been...
implemented.
Member is appreciate of the follow up. Thank you.
made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
the response made by the business in reference to complaint ID [redacted], and it is satisfactory for now. LA Fitness has a bad habit of only addressing issues when it brought to their attention via some external pressure like the Revdex.com. This is resolved for now, but I may need to reach out again if the cold dip breaks again and LA Fitness sits on their hands like usual. Thank you for existing and helping regular people like me get results. Great job. -R
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Our District Vice President has been in contact with member regarding her concerns. We had a certified personal trainer available to continue to train member on Mondays. However, member did not want to continue with the service and elected to take advantage of the voluntary cancellation provision...
afforded to her in her personal training agreement. She paid the cancellation fee on 3/14/16 and we cancelled the remaining term of her personal training agreement accordingly.
Better...
Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.there have been no attempts at contacting me from La fitness. I go to the club multiple times a week and no staff member or management member has ever approached me or attempted to talk to me about this issue.the leg extension machines (both of them now), along with other equipment, continue to sit broken and in-useable condition at the club and members are still charged their entire membership monthly fee even though they are denied use of multiple piece of equipment because it is broken.a sign has been taped to the leg extension machines saying that the manufacturer has been contacted and the club is waiting for them to replace the broken equipment. again, a nationwide club with the resources la fitness has shouldn't be waiting for a manufacturer to replace the equipment. they should be able to swap out broken/defective equipment and have the manufacturer reimburse them later- not at the expense of their customers.the time it takes for faulty equipment to get repaired is often as long as a year. their equipment seems to break down often and this trend has been obvious and repeated many times. I have contacted the club over faulty equipment many times over the years and get the run around, "we only have one maintence man." 'we're aware of the problem and working on it." "the manufacturer has been notified" meanwhile the club members still wait a year for replacement/repairs.I would like this statement and complaint to be part of the public record so the consumer who thinks of joining a la fitness will understand the type of company they would be dealing with.
Regards,
[redacted]
Management emailed [redacted] regarding concerns with phone calls he received for [redacted] monthly membership, that is an add on to his primary account. We assured him that his contact information has been removed from her account. Per his request, a cancellation for her membership has...
been processed and an email confirmation has been sent. We believe this matter to be resolved. Thank you.
LA Fitness has been in contact with member regarding her concerns. We cancelled the remaining term of her personal training agreement with no further billing or obligation and processed a refund in the amount of $180.00 (refund applied to the same account used for payment).
Member’s initial payment provided her with 11 sessions (8 paid sessions and 3 bonus sessions). Member used 10 sessions. There is no further refund owed (copy of training history attached)
We have made several attempts to contact [redacted] regarding the cancelation of her monthly billed membership.
We have yet to receive a return call. No prior cancellation notice has been received therefore no refund is due. Our cancellation policy, suggest items
mailed to us, should be...
sent certified and or registered, return receipt requested to our California address, for members own proof of confirmation. Should
[redacted] provide proof of cancellation a refund can be discussed at that time. We encourage [redacted] to return our call to discuss any further
concerns or contact her home club. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I previously filed a Revdex.com complaint ([redacted]) re men's shower drain backup. I made complaints to LA Fitness on 4/19/16, 5/5/16, 4/20/17, 7/19/17 and 9/12/17. This is a long-lasting issue LA Fitness has failed to solve. Do they expect their customers to pay and get substandard quality gym and put up with it?! All sorts of promises, regional manager [redacted] multiple times making lots of assurances that it'll get fixed. Prior to [redacted], previous regional manager promises. This is either negligence greed or incompetence. I can't believe this problem still exists. Mornings between 7:30-8:00 men's shower backs up, particularly last three showers on the left side (last one is the worst). Water backs up so much it overflows and floods the walkway between the showers. I have even complained to the City of San Diego Health Department. GET THIS FIXED!!!! Do you not care you're creating a health hazard with backup water?Fix the plumbing problem so the men's shower doesn't back up anymore.
Regards,
[redacted]
LA Fitness contacted member regarding his concerns and we processed a refund in the amount of $560.00 for dues billed after the initial term of the personal training agreement was completed (refunds applied to the same account used for payment).
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I have determined that this proposed action would not resolve my complaint because I am not arguing that there is a signed contract in place, I am arguing that the contract was not shown to me until almost 3 months later when I realized that I was being charged so outlandishly! The day that I joined LA fitness is the day that all of these automated signatures were done. I was prompted to sign a pin pad and was never shown the contract until I picked up a hard copy in September. My roommate and I were told that day that we would have so many free personal training sessions for becoming a new member, that is the ONLY reason my roommate and I started the personal training.
To both her and my knowledge we were only signing up for the membership for $70/month as well as the $10 for the kids club. Both my roommate and I were unemployed at the time struggling to pay our bills as it was why in the world would we ever knowingly agree to sign up to pay over $700/4 weeks! The email that was sent out to show the contract at Agriner23 was a blank document. It is so upsetting how no one in the world anymore can admit their wrongs it is now always about covering their own tail! This company has taken over $2500 in 3 months and yet that's not enough! I will not return to LA fitness and I will continue to battle this contact! a 50% or 25% buy out, out of a contract that I was not made aware of is not a resolution to me. LA Fitness will not see another penny from me.
Our records reflect that member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”). The Agreement was for a minimum initial term of 6 months, beginning 6/27/17 (the “Initial Term”). Member paid a total of $360.53 up front, which included the...
enrollment fee, processing fee and payment for the first month of personal training services. He further agreed to make 5 more consecutive monthly payments, in the amount of $240.00 plus tax, beginning 7/27/17, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement. His Agreement includes a voluntary cancelation provision, which affords him the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the Agreement. This provision is clearly outlined on page 2 of the agreement. In addition, his agreement included a New Client Checklist which outlined key terms, including his acknowledgement that he received and read a copy of his personal training agreement with the initial term and the voluntary cancellation provision. This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature and initials on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response). Thus, under the clear and explicit terms of the Agreement, member is not entitled to terminate the Agreement and abandon his contractual obligations (which were very clearly spelled out for him and acknowledged by him) early without a fee. If member no longer wishes to continue with his valid Agreement, LA Fitness will honor the voluntary cancellation provision of the Agreement should he elect to take advantage of it. Otherwise, he should be expected to honor his Agreement as LA Fitness stands ready to provide the services for which he contracted.
Management has made several attempts to contact [redacted] regarding the cancellation of her monthly billed membership. She claims to have cancelled in September 2015 however our records indicate we did not receive such request.
LA Fitness provides members with the option to cancel at any LA...
Fitness location between the hours of 8 AM-5 PM on Monday through Friday, but we strongly encourage members to send a written cancellation request via certified mail to ensure return-receipt. Our cancellation policy is not designed to make it difficult for our members to cancel, but to ensure cancellations are handled properly. With that being said prior to this complaint a cancellation was processed on October 30, 2015 and no further billing has occurred. The balance in the amount of $34.95 has been waived. If she wishes to discuss this further we encourage her to return our call. We believe this matter to be resolved. Thank you.
Management spoke to [redacted] on behalf of [redacted] monthly billed fitness membership. Due to some confusion at the time of joining her agreement was explained to her and we offered to add on guest privileges at the point of sale rate of $20.00 per month and waive the first and...
last months fee of $40.00. Typically it would be 39.99 per month after the point of sale. She agreed and the amenity has been added to her membership. Member is satisfied and all issues have been addressed. Thank you
Better Business...
Bureau:
Thank you for the service you provided. I contacted this company more than 20 times and was ignored until I filed official complaints with the Revdex.com. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. However, this does not improve my opinion of LA Fitness. I will never do business again with LA Fitness because I find their business tactics to be unreasonable and predatory to consumers.
Regards,
[redacted]
Member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”). The Agreement was for a minimum initial term of 12 months, beginning 6/30/16 (the “Initial Term”). Member paid a total of $299.00 up front, which included the enrollment fee, processing...
fee and payment for the first month of personal training services. She further agreed to make 11 more payments, in the amount of $200.00 each, every month, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement.
Her Agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the Agreement (the “Termination Fee”). This provision is clearly outlined on page 2 of the agreement. In addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of her personal training agreement with the initial term of 12 months and the voluntary cancellation provision.
This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature and initials on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response). Furthermore, member’s personal training services agreement specifically provided her with a 3-day right to cancel if these terms did not match her understanding (or for any reason) for a full refund. However, she did not take advantage of this option within the rescission period. Thus, under the clear and explicit terms of the Agreement, she was not entitled to terminate the Agreement and abandon her contractual obligations (which were very clearly spelled out for her and acknowledged by her) early without a Termination Fee.
Instead, member elected to take advantage of the voluntary cancelation provision, paid the Termination Fee on 7/28/16 and we cancelled the remaining term of her Agreement accordingly. Member is not entitled to a refund of the fee she voluntarily paid to terminate her Agreement early.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Management contacted [redacted] regarding the cancellation terms for her monthly dues membership and her concerns with the cleanliness of the [redacted] location. We appreciate our member’s feedback and concerns regarding our facilities and strive to provide a clean and healthy environment....
Management has been in contact with our facilities team to resolve the concerns [redacted] stated in her complaint. LA Fitness does allow a member to cancel for any reason within 3 days of purchase and receive a full refund. We did not receive a cancellation request for her membership during the rescission period. Nevertheless, as a courtesy, we have agreed to refund $83.73, which includes the initiation fee and the last month’s pre-paid dues on [redacted] membership, back to the [redacted] on file.
Refunds typically take 5-7 business dates to complete. We have also offered to extend a guest pass to [redacted] should she decide to try LA Fitness in the future. We now believe this matter to be resolved. Thank you.
Management spoke to Mr. [redacted] on 11/7/14 regarding his
concerns with the cleaning staff and the cleaning of the hallway in the men’s
locker room. We apologized for any inconvenience or danger this may have caused
and assured Mr. [redacted] that a better cleaning schedule has been...
implemented.
Member is appreciate of the follow up. Thank you.
Revdex.com:
I have reviewed the response...
made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed...
the response made by the business in reference to complaint ID [redacted], and it is satisfactory for now. LA Fitness has a bad habit of only addressing issues when it brought to their attention via some external pressure like the Revdex.com. This is resolved for now, but I may need to reach out again if the cold dip breaks again and LA Fitness sits on their hands like usual. Thank you for existing and helping regular people like me get results. Great job. -R
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Our District Vice President has been in contact with member regarding her concerns. We had a certified personal trainer available to continue to train member on Mondays. However, member did not want to continue with the service and elected to take advantage of the voluntary cancellation provision...
afforded to her in her personal training agreement. She paid the cancellation fee on 3/14/16 and we cancelled the remaining term of her personal training agreement accordingly.