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.
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.I am not interested in any of the services this gym has to offer.Regards,[redacted]
Our previous response still stands. Management spoke to [redacted] regarding the incident that occurred in our parking lot. We apologized for the incident that occurred with her getting her personal items stolen. However, we advised her that we are not liable; but are more than happy to work with Law enforcement on the matter. We believe this matter to be resolved at this point. Thank you
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
When Mr. [redacted] was inquiring about rates, there were different membership options emailed to him. Ultimately, on his/her own accord, he/she selected a paid in full rate of 577.51 with an annual renewal of $ 249.00. This was completed through our online enrollment process on our secure...
website. Management spoke with [redacted] regarding [redacted] annual renewal for her paid in full membership and after much discussion and consideration we have agreed to honor his request and lower her annual renewal to $155.94. Although we are not obligated to do so, we feel that in the interest of providing a customer service, this resolves [redacted] concerns. 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.
Management has made several attempts to contact Mr. [redacted] to discuss his concerns. However, we have not received a return call. Management as a courtesy, agreed to cancel Mr. [redacted]'s membership and waived the $29.99 balance. Should Mr. [redacted] wish to discuss further we encourage him...
to call us. We believe this sufficiently addresses the concerns brought fourth, but please advise if we can be of further assistance. 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.
Management has made several attempts to contact Mr. [redacted] regarding his concerns with the cancellation options for his monthly dues membership. However, we have not received a return call. LA Fitness provides members with the option to cancel at any LA Fitness location between the hours of 9 AM-5...
PM on Monday through Friday, as that is when a manager is present who can process such a cancellation. However, we strongly encourage members to simply 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 and with an appropriate record of such a cancellation. Unfortunately, Mr. [redacted] does not seem to want to use any of these options. As a courtesy, we have processed an end of term cancellation on his family membership to prevent future monthly billings after the last payment in his contracted term, which is scheduled to be billed on 7/26/2017. If Mr. [redacted] would like to discuss additional resolution options, we encourage him to return our calls so we can adequately address his concerns. Thank you.
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.
Per [redacted] request we processed a cancellation on 12/30/14 and no further billing has occurred. The balance in the amount of $49.99 for January dues has been waived and no further balance is owed. Should[redacted] wish to discuss his concerns further we encourage him to contact...
Management spoke to Mr. [redacted] regarding his yearly membership. he claims he is relocating and is seeking a refund for the unused portion. We advised him of our relocation policy and once proof of relocation is provided cancellation and refund can be discussed at that time. In the meantime a 6...
month freeze has been placed on the membership to preserve time. Member is satisfied. No further action will be taken at this time. Thank you
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.
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.
Management spoke with Mr. [redacted] regarding his concerns. As a customer consideration, Management processed an 8 month refund $26.99 from May through December as well as an enhancement fee of $29.00 (total refund $244.92). Refunds typically could take up to 5-7 business to complete and will go back to...
the [redacted] Card on file. Mr. [redacted]'s membership is cancelled with no further billings. We believe this matter to be resolved. Thank you.
Our District Vice President contacted member regarding her concerns. As member acknowledged, all sessions purchased must be completed within 30 days after the end of the initial agreement term. However, LA Fitness has agreed to extend the completion date of the remaining 15 sessions for an...
LA Fitness processed a full refund in the amount of $639.00 (refund applied to the same account used for payment). Please allow 5-7 business days for all payment refunds to be posted to the account.
Member purchased a monthly dues fitness membership pursuant to a written and fully executed agreement beginning 3/25/16. Member paid a total of $255.69 up front, which included the initiation fee and payment for the first and last month of membership dues. She further agreed to make payments in the...
amount of $44.98 each (plus tax), every month, beginning 4/25/16, until written notice of cancellation is provided. Four days later, member purchased personal training services pursuant to a separate, written and fully executed agreement (“Agreement”).
The Agreement was for a minimum initial term of 12 months, beginning 3/29/16 (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. 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 fitness membership agreement, personal training agreement and New Client Checklist are included with this response). Thus, under the clear and explicit terms of the Agreement, she is not entitled to a refund or to terminate the personal training agreement and abandon her contractual obligations (which were very clearly spelled out for her and acknowledged by her) early without a fee. As outlined above, member may cancel the monthly dues fitness membership at any time by providing a written notice.
However, If member no longer wishes to continue with her valid personal training agreement, LA Fitness will honor the voluntary cancellation provision of that Agreement should she elect to take advantage of it. Otherwise, member should be expected to honor her Agreement as LA Fitness stands ready to provide the services for which she contracted.
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.
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.I am not interested in any of the services this gym has to offer.Regards,[redacted]
Our previous response still stands. Management spoke to [redacted] regarding the incident that occurred in our parking lot. We apologized for the incident that occurred with her getting her personal items stolen. However, we advised her that we are not liable; but are more than happy to work with Law enforcement on the matter. We believe this matter to be resolved at this point. Thank you
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
When Mr. [redacted] was inquiring about rates, there were different membership options emailed to him. Ultimately, on his/her own accord, he/she selected a paid in full rate of 577.51 with an annual renewal of $ 249.00. This was completed through our online enrollment process on our secure...
website. Management spoke with [redacted] regarding [redacted] annual renewal for her paid in full membership and after much discussion and consideration we have agreed to honor his request and lower her annual renewal to $155.94. Although we are not obligated to do so, we feel that in the interest of providing a customer service, this resolves [redacted] concerns. 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.
Management has made several attempts to contact Mr. [redacted] to discuss his concerns. However, we have not received a return call. Management as a courtesy, agreed to cancel Mr. [redacted]'s membership and waived the $29.99 balance. Should Mr. [redacted] wish to discuss further we encourage him...
to call us. We believe this sufficiently addresses the concerns brought fourth, but please advise if we can be of further assistance. 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.
Management has made several attempts to contact Mr. [redacted] regarding his concerns with the cancellation options for his monthly dues membership. However, we have not received a return call. LA Fitness provides members with the option to cancel at any LA Fitness location between the hours of 9 AM-5...
PM on Monday through Friday, as that is when a manager is present who can process such a cancellation. However, we strongly encourage members to simply 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 and with an appropriate record of such a cancellation. Unfortunately, Mr. [redacted] does not seem to want to use any of these options. As a courtesy, we have processed an end of term cancellation on his family membership to prevent future monthly billings after the last payment in his contracted term, which is scheduled to be billed on 7/26/2017. If Mr. [redacted] would like to discuss additional resolution options, we encourage him to return our calls so we can adequately address his concerns. Thank you.
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.
Per [redacted] request we processed a cancellation on 12/30/14 and no further billing has occurred. The balance in the amount of $49.99 for January dues has been waived and no further balance is owed. Should[redacted] wish to discuss his concerns further we encourage him to contact...
his home club. Thank you.
Management spoke to Mr. [redacted] regarding his yearly membership. he claims he is relocating and is seeking a refund for the unused portion. We advised him of our relocation policy and once proof of relocation is provided cancellation and refund can be discussed at that time. In the meantime a 6...
month freeze has been placed on the membership to preserve time. Member is satisfied. No further action will be taken at this time. Thank you
LA Fitness contacted member regarding her concerns and we made the remaining 30 sessions available for her to use for an additional 6 months.
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.
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.
Management spoke with Mr. [redacted] regarding his concerns. As a customer consideration, Management processed an 8 month refund $26.99 from May through December as well as an enhancement fee of $29.00 (total refund $244.92). Refunds typically could take up to 5-7 business to complete and will go back to...
the [redacted] Card on file. Mr. [redacted]'s membership is cancelled with no further billings. We believe this matter to be resolved. Thank you.
Our District Vice President contacted member regarding her concerns. As member acknowledged, all sessions purchased must be completed within 30 days after the end of the initial agreement term. However, LA Fitness has agreed to extend the completion date of the remaining 15 sessions for an...
additional year, through 1/17/18.
LA Fitness processed a full refund in the amount of $639.00 (refund applied to the same account used for payment). Please allow 5-7 business days for all payment refunds to be posted to the account.
Member purchased a monthly dues fitness membership pursuant to a written and fully executed agreement beginning 3/25/16. Member paid a total of $255.69 up front, which included the initiation fee and payment for the first and last month of membership dues. She further agreed to make payments in the...
amount of $44.98 each (plus tax), every month, beginning 4/25/16, until written notice of cancellation is provided. Four days later, member purchased personal training services pursuant to a separate, written and fully executed agreement (“Agreement”).
The Agreement was for a minimum initial term of 12 months, beginning 3/29/16 (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. 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 fitness membership agreement, personal training agreement and New Client Checklist are included with this response). Thus, under the clear and explicit terms of the Agreement, she is not entitled to a refund or to terminate the personal training agreement and abandon her contractual obligations (which were very clearly spelled out for her and acknowledged by her) early without a fee. As outlined above, member may cancel the monthly dues fitness membership at any time by providing a written notice.
However, If member no longer wishes to continue with her valid personal training agreement, LA Fitness will honor the voluntary cancellation provision of that Agreement should she elect to take advantage of it. Otherwise, member should be expected to honor her Agreement as LA Fitness stands ready to provide the services for which she contracted.