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
Management spoke with Ms. [redacted] regarding her concerns. Management as a customer consideration agreed to upgrade her membership to Multi Club, single state access. Once Ms. [redacted] moves from Florida to Georgia we will transfer membership to reflect access in that state. We believe this...
Management spoke to [redacted] on several occasions regarding her refund for her monthly billed membership. We processed a cancellation on 1/19/15 assured her a refund in the amount of $202.16 has been resent via check to the address on file on 3/24/15. We apologize for the delay and confusion in...
regards to her receiving her refund. 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.
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 1/9/15 (the “Initial Term”). Member paid a total of $459.00 up front, which included the processing fee and payment...
for the first month of personal training sessions.
She further agreed to make 11 more payments, in the amount of $360.00 each, every month, beginning 2/9/15, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of member’s Agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule section 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.
This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response). Accordingly, under the clear and explicit terms of the Agreement, she contractually committed to a minimum term of 12 months, was properly billed for the remainder of the Agreement term and is not entitled to a refund. It should be noted the unused sessions expired 30 days after member’s last payment. However, LA Fitness is willing to extend the expiration date of the remaining sessions should member elect to use them.
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.
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 spoke to [redacted] of LA Fitness yesterday. He apologized for the experience, but would not refund our initiation fee as requested. The refund of our one month's fee is appreciated, but they wouldn't go the extra mile to reverse a practice that involves harassing members to sign up with a personal trainer. They know it happens, but are unwilling to correct it. I've read the same issues on Revdex.com web site and other sites as well. That's really unfortunate. Regards,[redacted]
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.
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 7/20/15 (the “Initial Term”). Member paid a total of $372.90 up front, which included the enrollment fee, processing...
fee and payment for the first month of personal training sessions. Member further agreed to make 11 more payments, in the amount of $316.40 each, every month, beginning 8/20/15, for the remainder of the Initial Term. These terms are clearly and conspicuously set forth on page 1 of his agreement and he acknowledged his understanding of these billing terms by initialing the three separate sections of the payment schedule section of the Agreement. Member’s personal training agreement also 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 with the initial term of 12 months and the voluntary cancellation provision. This Checklist was reviewed with him at the time of the sale, as acknowledged by his initials and signature on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response). Even if he felt rushed at the point of sale, member’s 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 exercise this option within the rescission period.
Thus, under the clear and explicit terms of the Agreement, he is not entitled to terminate the Agreement and abandon his contractual obligations early without a fee. LA Fitness will honor the voluntary cancellation provision in his Agreement should he elect to take advantage of it. Otherwise, member should be expected to honor his Agreement as LA Fitness stands ready to continue to provide the services for which he contracted when he is ready to resume training.
Management spoke to [redacted] regarding the balance on his monthly billed fitness membership. It was explained the balance is for the May monthly dues in the amount of $113.45 plus a 5 dollar nsf fee. LA Fitness provides members with the option to cancel their membership at any location between...
the hours of 8-5 Monday thru Friday, but we strongly advise that member’s mail in a written cancellation request via certified mail to ensure return receipt. This cancellation policy is not designed to make it difficult for our members to cancel, but rather to ensure cancellations are handled properly. Should he choose to cancel his membership. The last months pre paid dues are applied at that time. No further action will be taken. Thank you.
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.
Management followed up with Ms. [redacted] to discuss her additional concerns. We have expressed to Ms. [redacted] that we in no way condone the alleged behavior the other member exhibited. We reviewed the terms included in our membership agreements clearly stating that “During Club use, all Members and guests will refrain from engaging in loud, foul or slanderous language or molesting, badgering or harassing other Members or club employees, agents and contractors. Threatening or violent conduct is prohibited.” Any instances of members violating this are addressed on a case by case scenario by LA Fitness and our management. Ms. [redacted] was provided our District Operations Manager’s direct contact information as well in case any future concerns arise. We believe this addresses the concerns brought forth. 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 canceled [redacted] membership on June 16th 2016. We believe this matter to be resolved. Should member have any further concerns please contact local club. Thank you.
Management spoke to [redacted] and per her request we have issued a full refund in the amount of $59.90 back to the [redacted] card. Refunds take about 5-7 business days to be refunded. Member is satisfied. Thank you
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 28 weeks, beginning 5/26/14 (the “Initial Term”). Member paid a total of $319.00 up front, which included the processing fee and payment for the first...
four weeks of personal training sessions. He further agreed to make 6 more payments, in the amount of $220.00 each, every four weeks, beginning 6/23/14, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of member’s agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule outlining these terms (a copy of the agreement is included with this response). Member’s 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, under the clear and explicit terms of the Agreement, he is not entitled to a refund. In fact, our records reflect that member still owes $220.00 to fulfill his contractual obligation.
Management contacted Mrs. [redacted] regarding the cancellation of her monthly dues membership. Mrs. [redacted] stated that she requested cancellation of her membership at the same time the cancellation was processed for her husband’s membership prior to the February billing. To resolve Mrs. [redacted]’s...
concerns, an immediate cancellation of her membership was processed on August 22, 2017 and a refund of $174.93 was processed back to the [redacted] on file. Refunds typically take 5-7 business days to complete. We believe this matter to be resolved. Thank you.
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.
Our District Vice President contacted member regarding her concerns and informed her that we would extend the sessions until the end of the year to allow her to complete them.
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
Management spoke with Ms. [redacted] regarding her concerns. Management as a customer consideration agreed to upgrade her membership to Multi Club, single state access. Once Ms. [redacted] moves from Florida to Georgia we will transfer membership to reflect access in that state. We believe this...
matter to be resolved. Thank you.
Management spoke to [redacted] on several occasions regarding her refund for her monthly billed membership. We processed a cancellation on 1/19/15 assured her a refund in the amount of $202.16 has been resent via check to the address on file on 3/24/15. We apologize for the delay and confusion in...
regards to her receiving her refund. 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.
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 1/9/15 (the “Initial Term”). Member paid a total of $459.00 up front, which included the processing fee and payment...
for the first month of personal training sessions.
She further agreed to make 11 more payments, in the amount of $360.00 each, every month, beginning 2/9/15, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of member’s Agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule section 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.
This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response). Accordingly, under the clear and explicit terms of the Agreement, she contractually committed to a minimum term of 12 months, was properly billed for the remainder of the Agreement term and is not entitled to a refund. It should be noted the unused sessions expired 30 days after member’s last payment. However, LA Fitness is willing to extend the expiration date of the remaining sessions should member elect to use them.
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.
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 spoke to [redacted] of LA Fitness yesterday. He apologized for the experience, but would not refund our initiation fee as requested. The refund of our one month's fee is appreciated, but they wouldn't go the extra mile to reverse a practice that involves harassing members to sign up with a personal trainer. They know it happens, but are unwilling to correct it. I've read the same issues on Revdex.com web site and other sites as well. That's really unfortunate. Regards,[redacted]
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.
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 7/20/15 (the “Initial Term”). Member paid a total of $372.90 up front, which included the enrollment fee, processing...
fee and payment for the first month of personal training sessions. Member further agreed to make 11 more payments, in the amount of $316.40 each, every month, beginning 8/20/15, for the remainder of the Initial Term. These terms are clearly and conspicuously set forth on page 1 of his agreement and he acknowledged his understanding of these billing terms by initialing the three separate sections of the payment schedule section of the Agreement. Member’s personal training agreement also 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 with the initial term of 12 months and the voluntary cancellation provision. This Checklist was reviewed with him at the time of the sale, as acknowledged by his initials and signature on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response). Even if he felt rushed at the point of sale, member’s 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 exercise this option within the rescission period.
Thus, under the clear and explicit terms of the Agreement, he is not entitled to terminate the Agreement and abandon his contractual obligations early without a fee. LA Fitness will honor the voluntary cancellation provision in his Agreement should he elect to take advantage of it. Otherwise, member should be expected to honor his Agreement as LA Fitness stands ready to continue to provide the services for which he contracted when he is ready to resume training.
Management spoke to [redacted] regarding the balance on his monthly billed fitness membership. It was explained the balance is for the May monthly dues in the amount of $113.45 plus a 5 dollar nsf fee. LA Fitness provides members with the option to cancel their membership at any location between...
the hours of 8-5 Monday thru Friday, but we strongly advise that member’s mail in a written cancellation request via certified mail to ensure return receipt. This cancellation policy is not designed to make it difficult for our members to cancel, but rather to ensure cancellations are handled properly. Should he choose to cancel his membership. The last months pre paid dues are applied at that time. No further action will be taken. Thank you.
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.
Management followed up with Ms. [redacted] to discuss her additional concerns. We have expressed to Ms. [redacted] that we in no way condone the alleged behavior the other member exhibited. We reviewed the terms included in our membership agreements clearly stating that “During Club use, all Members and guests will refrain from engaging in loud, foul or slanderous language or molesting, badgering or harassing other Members or club employees, agents and contractors. Threatening or violent conduct is prohibited.” Any instances of members violating this are addressed on a case by case scenario by LA Fitness and our management. Ms. [redacted] was provided our District Operations Manager’s direct contact information as well in case any future concerns arise. We believe this addresses the concerns brought forth. 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 canceled [redacted] membership on June 16th 2016. We believe this matter to be resolved. Should member have any further concerns please contact local club. Thank you.
Management spoke to [redacted] and per her request we have issued a full refund in the amount of $59.90 back to the [redacted] card. Refunds take about 5-7 business days to be refunded. Member is satisfied. Thank you
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 28 weeks, beginning 5/26/14 (the “Initial Term”). Member paid a total of $319.00 up front, which included the processing fee and payment for the first...
four weeks of personal training sessions. He further agreed to make 6 more payments, in the amount of $220.00 each, every four weeks, beginning 6/23/14, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of member’s agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule outlining these terms (a copy of the agreement is included with this response). Member’s 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, under the clear and explicit terms of the Agreement, he is not entitled to a refund. In fact, our records reflect that member still owes $220.00 to fulfill his contractual obligation.
LA Fitness cancelled member's personal training agreement with no further billing or obligation.
Management contacted Mrs. [redacted] regarding the cancellation of her monthly dues membership. Mrs. [redacted] stated that she requested cancellation of her membership at the same time the cancellation was processed for her husband’s membership prior to the February billing. To resolve Mrs. [redacted]’s...
concerns, an immediate cancellation of her membership was processed on August 22, 2017 and a refund of $174.93 was processed back to the [redacted] on file. Refunds typically take 5-7 business days to complete. We believe this matter to be resolved. Thank you.
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.
Our District Vice President contacted member regarding her concerns and informed her that we would extend the sessions until the end of the year to allow her to complete them.