Management spoke to [redacted] regarding and after much discussion it was agreed upon to issue a pro-rated refund in the amount of $576.23 back to the [redacted] card and process an immediate cancellation. Refunds take about 5-7 business days to be refunded. We have addressed his concerns internally...
with the issues regarding the instructor at our [redacted] location. We believe this matter to be resolved. Thank you
LA Fitness contacted member regarding her concerns. She informed us that she will be moving to [redacted]. We informed member that we would cancel the remaining term of her personal training agreement upon her supplying sufficient evidence of her relocation.
Management has made several attempts to contact [redacted] via phone and Email to discuss her concerns. However, we have not received a return call. We encourage [redacted] to return our call so we can adequately respond to her concerns. Management provided his contact direct contact...
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] They misrepresent the terms of the contract. I would not have signed up for a years wroth of training for a service I was not sure I would like. And did not use.
Management contacted Mr. [redacted] regarding his concerns with his experience at the [redacted] Blvd location. We appreciate our member’s feedback and concerns regarding our facilities and strive to provide a clean and healthy environment. We regret that Mr. [redacted] came away from the...
experience feeling that staff had acted in an unprofessional manner when he attempted to discuss his concerns. LA Fitness in no way condones such alleged behavior. As a courtesy, we have agreed to cancel the membership agreement and provide Mr. [redacted] with a full refund in the amount of $360.51. The refunds will be processed back to the Visa card on file and typically take 5-7 business days to complete. We believe this matter to be resolved. 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.My husband and I were originally told by [redacted], the person that signed us up, that we could cancel at any time, that was not true and we were lied to. My husband was also originally told that they WOULD refund half of what we have paid which was when we found out that we were charged for a session that I was turned away from, and he was upset and did not think that solution was good enough.
At that time, he was directed to the district VP who rescinded the initial offer and basically said that even though we were offered a refund now we won't be. The fact of the matter is that throughout this entire process we have been lied to. First, [redacted] made promises that he could not keep and free sessions don't make up for the fact that we don't trust your facility or your employees. Your district VP has been nothing but rude to my husband, and your company has not made any efforts to keep our business. I've been in the customer service industry for 15 years and I'm sure I would have been fired had I treated customers the way we are being treated.
Recently my husband has called and left message for the district VP which were not returned. We have continually been promised phone calls from the [redacted] staff and management and have received none--not a single one! I don't want to work with a trainer that thinks it's appropriate to cancel her evening appointments and then charge the client for them anyway. We shouldn't have had to pay extra money to get trainers that are more available--the only reason we paid that extra money was so that we could work with [redacted]--who is now gone and at a different location that is too far from us. No one has followed through with their end of the agreement. We don't want free sessions, we want to get as far away from LA Fitness as possible.
We have cancelled our membership effective 8/30. We are not wealthy people that have this money to throw away, we paid for a service and expected to work with someone, one person not several different trainers, that cared about us and our well-being and that was not what was delivered. This was a strain for us financially, but we did it to better ourselves, and it has done nothing but provide us with additional stress and hardship. If you cared about your customers you would not treat them this way, but the bottom line is that you don't. You care about tricking people into signing up for training, then tricking them into paying more trainers, and then never providing any follow through. I have had personal training before through other clubs and have never before dealt with something like this.
We are asking that you come up with a reasonable solution. We have no desire to continue a relationship with a company and people that we cannot trust. At the very least, you should up hold the original offer of refunding half of what we have paid. It is extremely poor customer service to offer something and then take that away.
Regards,[redacted]
Management spoke to [redacted] in regards to the cancellation of his monthly billed membership. Per his request we have processed an immediate cancellation and a full refund in the amount of $90.29 back to the[redacted] Refunds take about 5-7 business days. Thank you.
Member purchased personal training services pursuant to a signed, written agreement. The agreement was for a minimum of 52 weeks, beginning 9/6/14 (the “Initial Term”). He paid a total of $150.00 up front which included the processing fee and the first four weeks of sessions. He further...
agreed to make 12 more payments, in the amount of $100.00, every four weeks, beginning 10/4/14, for the remainder of the initial term. These terms are clearly outlined on page 1 of his agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule outlining these terms. His personal training 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 his 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, the initial term of 52 weeks and the voluntary cancelation provision. This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature on the New Client Checklist. There is no provision in member’s personal training agreement that allows him to terminate it early if he moves, regardless of how far it may be from a LA Fitness facility (copies of the agreement and New Client Checklist are included with this response). His personal training services agreement specifically provided him with a 10-day right to cancel if these terms did not match his understanding (or for any reason) for a full refund. However, he did not take advantage of this option within the rescission period.
Thus, he is not entitled to terminate the agreement early without a fee. LA Fitness will honor the voluntary cancellation provision of member’s agreement should he elect to take advantage of it.
Our District Vice President spoke to [redacted] regarding her concerns and we agreed to downgrade her personal training membership agreement from $220.00 per month for Master Training to $180.00 per month for Certified Training. [redacted] initially acknowledged that this would resolve her concern...
and agreed to meet with the Personal Training Director at the club to finalize the amended agreement terms. However, she has since changed her mind and requested that we terminate the remaining agreement term early without a fee. We are not contractually obligated to downgrade [redacted]’s agreement, but we offered this option as a customer service consideration. However, she is not entitled to unilaterally terminate her personal training agreement and abandon her contractual obligations early without a fee. [redacted] should be expected to honor her agreement as LA Fitness remains willing to downgrade her personal training agreement and stands ready to provide the services for whichshe contracted.
Our District Vice President contacted member regarding his concerns. In light of any possible misunderstanding at the point of sale, we cancelled his personal training agreement and processed a full refund (refunds applied to the same account used for payment).
LA Fitness has been in contact with members regarding their concerns. They have resumed with the service with a personal trainer who will work with both of them per session.
Management spoke to [redacted] regarding her fitness membership and it was agreed upon to issue a refund for the difference of her previous fitness membership and the initiation fee paid for her current membership. A refund in the amount of $158.93 back to the [redacted] card on file. Refunds take about 5-7...
business days. Member agreed and is satisfied. Thank you
LA Fitness acknowledges that when training sessions are unilaterally cancelled by the personal trainer or the trainer no shows a scheduled appointment, it can be a very frustrating experience for the client. Accordingly, the personal training agreement provides that if a unilateral cancellation...
without notice occurs, the personal training member will receive one additional personal training session (in addition to the make-up for the cancelled session) for any such session cancelled, without an additional charge (in addition to making up the one that was missed). Consequently, the fact that sessions were missed is not a breach of the agreement by LA Fitness. In addition, our District Vice President has attempted to contact member to address his concerns and advise him that we will honor his agreement by making up those cancelled sessions, as well as providing the additional free sessions but member has not answered or returned his calls. Thus, there is no grounds to now cancel the agreement without a fee or issue a refund. However, as of the time of this response, member has disputed the payments with his bank and defaulted on the agreement term. Since it is apparent that he now has no intention to fulfill his contractual obligation to the remaining personal training agreement term, we have released him from this obligation to make the remaining payments due under his agreement. Additionally, LA Fitness will not pursue him for the outstanding balance he currently owes. Please note that we are not contractually obligated to provide this remedy, but this is being done as a customer service consideration for our member
Management has removed the email [redacted] from all current and future email campaigns. We apologize if the unsubscribe option was requested but did not complete. Management has also contacted our IT department to ensure the unsubscribe process is fully functioning. We believe this...
Our District Vice President contacted member regarding her concerns. We cancelled the remaining term of her personal training agreement with no further billing or obligation and will extend the time allowed for member to use the remaining sessions.
Our District Vice President contacted member regarding her concerns and we have extended the expiration date of her remaining personal training sessions to allow her to complete them.
Management spoke with Mr. [redacted] regarding his concerns. Management cancelled [redacted] and [redacted] membership due to them being minors. Management also processed full refunds on each membership $346.21 and $251.07. Refunds typically could take up to 5-7 business days to complete and...
will go back to the [redacted] Card used for payments. We believe this matter to be resolved. Thank you.
LA Fitness process a refund in the amount of $180.00 (refund applied to the same account used for payment). Please allow 5-7 business days for the refund to post to the account.
LA Fitness contacted member regarding his concerns and we cancelled his personal training agreement with a full refund (less 1 session used). The refund was applied to the same account used for payment.
Management spoke to [redacted] regarding and after much discussion it was agreed upon to issue a pro-rated refund in the amount of $576.23 back to the [redacted] card and process an immediate cancellation. Refunds take about 5-7 business days to be refunded. We have addressed his concerns internally...
with the issues regarding the instructor at our [redacted] location. We believe this matter to be resolved. Thank you
LA Fitness contacted member regarding her concerns. She informed us that she will be moving to [redacted]. We informed member that we would cancel the remaining term of her personal training agreement upon her supplying sufficient evidence of her relocation.
Management has made several attempts to contact [redacted] via phone and Email to discuss her concerns. However, we have not received a return call. We encourage [redacted] to return our call so we can adequately respond to her concerns. Management provided his contact direct contact...
information to [redacted] via Email. 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.
Regards,
[redacted] They misrepresent the terms of the contract. I would not have signed up for a years wroth of training for a service I was not sure I would like. And did not use.
Management contacted Mr. [redacted] regarding his concerns with his experience at the [redacted] Blvd location. We appreciate our member’s feedback and concerns regarding our facilities and strive to provide a clean and healthy environment. We regret that Mr. [redacted] came away from the...
experience feeling that staff had acted in an unprofessional manner when he attempted to discuss his concerns. LA Fitness in no way condones such alleged behavior. As a courtesy, we have agreed to cancel the membership agreement and provide Mr. [redacted] with a full refund in the amount of $360.51. The refunds will be processed back to the Visa card on file and typically take 5-7 business days to complete. We believe this matter to be resolved. 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.My husband and I were originally told by [redacted], the person that signed us up, that we could cancel at any time, that was not true and we were lied to. My husband was also originally told that they WOULD refund half of what we have paid which was when we found out that we were charged for a session that I was turned away from, and he was upset and did not think that solution was good enough.
At that time, he was directed to the district VP who rescinded the initial offer and basically said that even though we were offered a refund now we won't be. The fact of the matter is that throughout this entire process we have been lied to. First, [redacted] made promises that he could not keep and free sessions don't make up for the fact that we don't trust your facility or your employees. Your district VP has been nothing but rude to my husband, and your company has not made any efforts to keep our business. I've been in the customer service industry for 15 years and I'm sure I would have been fired had I treated customers the way we are being treated.
Recently my husband has called and left message for the district VP which were not returned. We have continually been promised phone calls from the [redacted] staff and management and have received none--not a single one! I don't want to work with a trainer that thinks it's appropriate to cancel her evening appointments and then charge the client for them anyway. We shouldn't have had to pay extra money to get trainers that are more available--the only reason we paid that extra money was so that we could work with [redacted]--who is now gone and at a different location that is too far from us. No one has followed through with their end of the agreement. We don't want free sessions, we want to get as far away from LA Fitness as possible.
We have cancelled our membership effective 8/30. We are not wealthy people that have this money to throw away, we paid for a service and expected to work with someone, one person not several different trainers, that cared about us and our well-being and that was not what was delivered. This was a strain for us financially, but we did it to better ourselves, and it has done nothing but provide us with additional stress and hardship. If you cared about your customers you would not treat them this way, but the bottom line is that you don't. You care about tricking people into signing up for training, then tricking them into paying more trainers, and then never providing any follow through. I have had personal training before through other clubs and have never before dealt with something like this.
We are asking that you come up with a reasonable solution. We have no desire to continue a relationship with a company and people that we cannot trust. At the very least, you should up hold the original offer of refunding half of what we have paid. It is extremely poor customer service to offer something and then take that away.
Regards,[redacted]
Management spoke to [redacted] in regards to the cancellation of his monthly billed membership. Per his request we have processed an immediate cancellation and a full refund in the amount of $90.29 back to the[redacted] Refunds take about 5-7 business days. Thank you.
Member purchased personal training services pursuant to a signed, written agreement. The agreement was for a minimum of 52 weeks, beginning 9/6/14 (the “Initial Term”). He paid a total of $150.00 up front which included the processing fee and the first four weeks of sessions. He further...
agreed to make 12 more payments, in the amount of $100.00, every four weeks, beginning 10/4/14, for the remainder of the initial term. These terms are clearly outlined on page 1 of his agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule outlining these terms. His personal training 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 his 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, the initial term of 52 weeks and the voluntary cancelation provision. This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature on the New Client Checklist. There is no provision in member’s personal training agreement that allows him to terminate it early if he moves, regardless of how far it may be from a LA Fitness facility (copies of the agreement and New Client Checklist are included with this response). His personal training services agreement specifically provided him with a 10-day right to cancel if these terms did not match his understanding (or for any reason) for a full refund. However, he did not take advantage of this option within the rescission period.
Thus, he is not entitled to terminate the agreement early without a fee. LA Fitness will honor the voluntary cancellation provision of member’s agreement should he elect to take advantage of it.
Our District Vice President spoke to [redacted] regarding her concerns and we agreed to downgrade her personal training membership agreement from $220.00 per month for Master Training to $180.00 per month for Certified Training. [redacted] initially acknowledged that this would resolve her concern...
and agreed to meet with the Personal Training Director at the club to finalize the amended agreement terms. However, she has since changed her mind and requested that we terminate the remaining agreement term early without a fee. We are not contractually obligated to downgrade [redacted]’s agreement, but we offered this option as a customer service consideration. However, she is not entitled to unilaterally terminate her personal training agreement and abandon her contractual obligations early without a fee. [redacted] should be expected to honor her agreement as LA Fitness remains willing to downgrade her personal training agreement and stands ready to provide the services for whichshe contracted.
Our District Vice President contacted member regarding his concerns. In light of any possible misunderstanding at the point of sale, we cancelled his personal training agreement and processed a full refund (refunds applied to the same account used for payment).
LA Fitness has been in contact with members regarding their concerns. They have resumed with the service with a personal trainer who will work with both of them per session.
Management spoke to [redacted] regarding her fitness membership and it was agreed upon to issue a refund for the difference of her previous fitness membership and the initiation fee paid for her current membership. A refund in the amount of $158.93 back to the [redacted] card on file. Refunds take about 5-7...
business days. Member agreed and is satisfied. Thank you
LA Fitness acknowledges that when training sessions are unilaterally cancelled by the personal trainer or the trainer no shows a scheduled appointment, it can be a very frustrating experience for the client. Accordingly, the personal training agreement provides that if a unilateral cancellation...
without notice occurs, the personal training member will receive one additional personal training session (in addition to the make-up for the cancelled session) for any such session cancelled, without an additional charge (in addition to making up the one that was missed). Consequently, the fact that sessions were missed is not a breach of the agreement by LA Fitness. In addition, our District Vice President has attempted to contact member to address his concerns and advise him that we will honor his agreement by making up those cancelled sessions, as well as providing the additional free sessions but member has not answered or returned his calls. Thus, there is no grounds to now cancel the agreement without a fee or issue a refund. However, as of the time of this response, member has disputed the payments with his bank and defaulted on the agreement term. Since it is apparent that he now has no intention to fulfill his contractual obligation to the remaining personal training agreement term, we have released him from this obligation to make the remaining payments due under his agreement. Additionally, LA Fitness will not pursue him for the outstanding balance he currently owes. Please note that we are not contractually obligated to provide this remedy, but this is being done as a customer service consideration for our member
Management has removed the email [redacted] from all current and future email campaigns. We apologize if the unsubscribe option was requested but did not complete. Management has also contacted our IT department to ensure the unsubscribe process is fully functioning. We believe this...
matter to be resolved. Thank you.
Our District Vice President contacted member regarding her concerns. We cancelled the remaining term of her personal training agreement with no further billing or obligation and will extend the time allowed for member to use the remaining sessions.
Our District Vice President contacted member regarding her concerns and we have extended the expiration date of her remaining personal training sessions to allow her to complete them.
Management spoke with Mr. [redacted] regarding his concerns. Management cancelled [redacted] and [redacted] membership due to them being minors. Management also processed full refunds on each membership $346.21 and $251.07. Refunds typically could take up to 5-7 business days to complete and...
will go back to the [redacted] Card used for payments. We believe this matter to be resolved. Thank you.
LA Fitness process a refund in the amount of $180.00 (refund applied to the same account used for payment). Please allow 5-7 business days for the refund to post to the account.
Please note that we are not contractually obligated to provide a refund, but it was offered as a customer service consideration for our member.
LA Fitness contacted member regarding his concerns and we cancelled his personal training agreement with a full refund (less 1 session used). The refund was applied to the same account used for payment.