LA Fitness cancelled member's personal training agreement and processed a refund in the amount of $185.00 (refund applied to the same account used for payment). Please allow 5-7 business days for the refund to post to member's account.
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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Hi,I had never disputed the agreement and I did understand all the terms in the Agreement after all those calls with the customer service team. My contention is that "The sales manager [redacted] had given us a verbal commitment that is not in line with the stated agreement". We were clearly tricked by the verbal commitment and purchased the service. Had [redacted] mentioned the agreement correctly, we would not had made an agreement for 52 weeks and we would had looked for shorter period options. And I had to pay the 50% amount to prevent further loss of my money as I already paid one additional month for which I did not utilize the service. I also understand the point presented by La Fitness that I signed the agreement. And I did so by the faith on the brand value of La Fitness. However I was proved wrong when I contacted the customer service. And I was shocked to see the way they responded. With still some hope left, I'm only requesting La Fitness to consider the fact that we were given false verbal information and give our money back. Justice here may bring back at least some faith on the brand value of La Fitness. Otherwise, La Fitness for sure had lost a valued customer and probably few others I would had otherwise recommended.
Regards,
[redacted]
Management spoke with member's husband regarding their concerns. Management explained to Mr. [redacted] our policy and free gifts are not offered for renewing. As a courtesy, we agreed to extend Ms. [redacted] expiration date from 8/20/2018 to 11/20/2018. Management also offered a two week...
guest pass for Mr. [redacted] when he is ready to use it. We believe this matter to resolved. 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. The business has responded favorably and on [redacted] (?) in corporate office was gracious and understanding about the confusion and their policy of not notifying clients when payments are due. On November 23,2015, he honored my original contract and I was reinstated to membership at $35 year.
Many thanks,
[redacted]
Management made several attempts to contact [redacted] and no return call was received. Should he wish to discuss his concerns further we encourage him to return our call or contact his home club. 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]
Our District Vice President, [redacted]., contacted [redacted] regarding her concerns. She expressed concerns with the way her situation was handled at the corporate level and felt that no one was following up with her. However, [redacted] stated that she liked her trainer, loved her Master Trainer[redacted]....
and would like to keep the training if her monthly dues payments could be frozen until she recovered from her foot injury.
[redacted] informed [redacted] that her personal training agreement does not include a freeze option but that her unused sessions would roll over, would remain available for her to use when she was able to resume training and our personal trainers could help her rehabilitate her foot, working around the injury.
Nevertheless, should [redacted] still elect to cancel her personal training agreement, LA Fitness would allow her to terminate her agreement early, without fee, upon her furnishing verification of disability by a physician directly to [redacted] will contact [redacted] directly upon her deciding what she would elect to do.
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 am not satisfied with this resolution because I was lied and cheated to. This is not what I signed up for and sustained an injury due to the negligence of the trainer. Also, I was told that I could use all the sessions that I had paid for and since I am unable to use those sessions and do not wish to return to a gym with bad customer service, I demand my money for the last month I had paid for to be returned back to me. There is no way LA Fitness can take my money for a service that did not meet the information stated at the time of signing up.
Regards,
[redacted]
Management spoke to [redacted] on 10/17/14 regarding his concerns with his expiration date on his annual membership. After discussion we have
extended his expiration an additional 6 months. [redacted] new expiration date will be 7/12/2016. Member is satisfied. Thank you.
The “Session Completion Date” section on page 2 of member’s personal training agreement states, in part, that “All sessions purchased must be completed within 30 days after the end of the Initial Term, or if Client renews or continues the EFT/CC Payments Agreement beyond the Initial Term, within 30...
days after completion of that additional period.”
This provision is also outlined in the New Client Checklist which was included with a copy of member’s personal training agreement (copies of the agreement and New Client Checklist are included with this response). Thus, member is not entitled to a refund as the sessions have expired. Nevertheless, our District Vice President contacted member regarding her concerns and offered to reinstate her personal training agreement (which would give her access to the remaining sessions) and downgrade the agreement to one session per month while she completed the remaining sessions or to provide her a 60 day extension to use the remaining sessions. Member declined to take advantage of these offers. LA Fitness remains willing to honor either one of these options should member elect to take advantage of them.
LA Fitness cancelled the remaining term of member's personal training agreement with no further billing or obligation and processed a refund for unused services.
Management spoke with Ms. [redacted] regarding her concerns. To resolve her complaint, we agreed to an 8 month refund. Ms. [redacted] disputed 3 months, we have refunded 5 months and will process the rest if the bank reverses funds to us. Should Ms. [redacted] have any further concerns we encourage her...
to call us. We believe this matter to be resolved. Thank you.
We appreciate member’s feedback and are sorry to hear that she is not satisfied with the service that has received thus far. This is certainly not the type of experience we want any of our members to have. Our records reflect that she has had one trainer to date. The fact that he is no longer with...
the company does not relieve member of her contractual obligation as we can certainly address the concerns member has brought forth and have other personal trainers on staff available to provide the services for which member contracted. Our District Vice President. [redacted]., has attempted to contact member regarding her concerns but she has not answered or returned his calls. We encourage member to return [redacted]’s call for further assistance.
Management spoke with Mr. [redacted] regarding his concerns. Management informed Mr. [redacted] that we are replacing the corroded pipe to fix the issues in the showers. Should Mr. [redacted] need additional assistance we encourage him to call us. Thank you.
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 12 months, beginning 12/8/14 (the “Initial Term”). Member paid a total of $259.00 up front, which included the processing fee and payment for the first...
month of personal training sessions. He further agreed to make 11 more payments, in the amount of $160.00 each, every four weeks, beginning 1/8/15, 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. 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 12 months and the voluntary cancelation provision. This Checklist was reviewed with member at the time of the sale, as acknowledged by his signature on the New Client Checklist (copies of the agreement and New Client Checklist are 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. 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 50% of the remaining balance due under the agreement. This provision is clearly outlined on page 2 of his agreement. Thus, under the clear and explicit terms of the Agreement, he is not entitled to a refund or to terminate the agreement and abandon his contractual obligations early without a fee. Instead, member elected to take advantage of the voluntary cancellation provision, paid the cancellation fee on 3/5/15 and we cancelled the remaining term of his personal training agreement accordingly.
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 9/12/17 (the “Initial Term”). He paid a total of $459.00 up front, which included the enrollment fee, processing fee...
and payment for the first month of personal training services. He further agreed to make 11 more consecutive monthly payments, in the amount of $360.00, beginning 10/12/17, 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 in the Agreement which specifically referred to this payment schedule. 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 of 12 months 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 a refund or 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.
Our District Vice President previously contacted member regarding her concerns and at that time upgraded [redacted]’s membership at no cost to include access to schedule sessions with one of our Master Trainers. We have a trainer that will be able to open up availability to reasonably accommodate her schedule and provide the services she contracted for.
Her Agreement also 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. If she no longer wishes to continue with her valid Agreement, LA Fitness will honor the voluntary cancellation provision of the Agreement should she elect to take advantage of it. Otherwise, she should be expected to honor her Agreement as LA Fitness stands ready to provide the services for which she contracted.
LA Fitness cancelled member's personal training agreement and processed a refund in the amount of $185.00 (refund applied to the same account used for payment). Please allow 5-7 business days for the refund to post to member's account.
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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Hi,I had never disputed the agreement and I did understand all the terms in the Agreement after all those calls with the customer service team. My contention is that "The sales manager [redacted] had given us a verbal commitment that is not in line with the stated agreement". We were clearly tricked by the verbal commitment and purchased the service. Had [redacted] mentioned the agreement correctly, we would not had made an agreement for 52 weeks and we would had looked for shorter period options. And I had to pay the 50% amount to prevent further loss of my money as I already paid one additional month for which I did not utilize the service. I also understand the point presented by La Fitness that I signed the agreement. And I did so by the faith on the brand value of La Fitness. However I was proved wrong when I contacted the customer service. And I was shocked to see the way they responded. With still some hope left, I'm only requesting La Fitness to consider the fact that we were given false verbal information and give our money back. Justice here may bring back at least some faith on the brand value of La Fitness. Otherwise, La Fitness for sure had lost a valued customer and probably few others I would had otherwise recommended.
Regards,
[redacted]
Management spoke with member's husband regarding their concerns. Management explained to Mr. [redacted] our policy and free gifts are not offered for renewing. As a courtesy, we agreed to extend Ms. [redacted] expiration date from 8/20/2018 to 11/20/2018. Management also offered a two week...
guest pass for Mr. [redacted] when he is ready to use it. We believe this matter to resolved. 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. The business has responded favorably and on [redacted] (?) in corporate office was gracious and understanding about the confusion and their policy of not notifying clients when payments are due. On November 23,2015, he honored my original contract and I was reinstated to membership at $35 year.
Many thanks,
[redacted]
Management made several attempts to contact [redacted] and no return call was received. Should he wish to discuss his concerns further we encourage him to return our call or contact his home club. 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]
Our District Vice President, [redacted]., contacted [redacted] regarding her concerns. She expressed concerns with the way her situation was handled at the corporate level and felt that no one was following up with her. However, [redacted] stated that she liked her trainer, loved her Master Trainer[redacted]....
and would like to keep the training if her monthly dues payments could be frozen until she recovered from her foot injury.
[redacted] informed [redacted] that her personal training agreement does not include a freeze option but that her unused sessions would roll over, would remain available for her to use when she was able to resume training and our personal trainers could help her rehabilitate her foot, working around the injury.
Nevertheless, should [redacted] still elect to cancel her personal training agreement, LA Fitness would allow her to terminate her agreement early, without fee, upon her furnishing verification of disability by a physician directly to [redacted] will contact [redacted] directly upon her deciding what she would elect to do.
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 am not satisfied with this resolution because I was lied and cheated to. This is not what I signed up for and sustained an injury due to the negligence of the trainer. Also, I was told that I could use all the sessions that I had paid for and since I am unable to use those sessions and do not wish to return to a gym with bad customer service, I demand my money for the last month I had paid for to be returned back to me. There is no way LA Fitness can take my money for a service that did not meet the information stated at the time of signing up.
Regards,
[redacted]
Management spoke to [redacted] on 10/17/14 regarding his concerns with his expiration date on his annual membership. After discussion we have
extended his expiration an additional 6 months. [redacted] new expiration date will be 7/12/2016. Member is satisfied. Thank you.
The “Session Completion Date” section on page 2 of member’s personal training agreement states, in part, that “All sessions purchased must be completed within 30 days after the end of the Initial Term, or if Client renews or continues the EFT/CC Payments Agreement beyond the Initial Term, within 30...
days after completion of that additional period.”
This provision is also outlined in the New Client Checklist which was included with a copy of member’s personal training agreement (copies of the agreement and New Client Checklist are included with this response). Thus, member is not entitled to a refund as the sessions have expired. Nevertheless, our District Vice President contacted member regarding her concerns and offered to reinstate her personal training agreement (which would give her access to the remaining sessions) and downgrade the agreement to one session per month while she completed the remaining sessions or to provide her a 60 day extension to use the remaining sessions. Member declined to take advantage of these offers. LA Fitness remains willing to honor either one of these options should member elect to take advantage of them.
LA Fitness processed a refund in the amount of $420.00 (refund applied to the same account used for payment).
LA Fitness cancelled the remaining term of member's personal training agreement with no further billing or obligation and processed a refund for unused services.
Management spoke with Ms. [redacted] regarding her concerns. To resolve her complaint, we agreed to an 8 month refund. Ms. [redacted] disputed 3 months, we have refunded 5 months and will process the rest if the bank reverses funds to us. Should Ms. [redacted] have any further concerns we encourage her...
to call us. We believe this matter to be resolved. Thank you.
We appreciate member’s feedback and are sorry to hear that she is not satisfied with the service that has received thus far. This is certainly not the type of experience we want any of our members to have. Our records reflect that she has had one trainer to date. The fact that he is no longer with...
the company does not relieve member of her contractual obligation as we can certainly address the concerns member has brought forth and have other personal trainers on staff available to provide the services for which member contracted. Our District Vice President. [redacted]., has attempted to contact member regarding her concerns but she has not answered or returned his calls. We encourage member to return [redacted]’s call for further assistance.
Management spoke with Mr. [redacted] regarding his concerns. Management informed Mr. [redacted] that we are replacing the corroded pipe to fix the issues in the showers. Should Mr. [redacted] need additional assistance we encourage him to call us. Thank you.
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 12 months, beginning 12/8/14 (the “Initial Term”). Member paid a total of $259.00 up front, which included the processing fee and payment for the first...
month of personal training sessions. He further agreed to make 11 more payments, in the amount of $160.00 each, every four weeks, beginning 1/8/15, 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. 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 12 months and the voluntary cancelation provision. This Checklist was reviewed with member at the time of the sale, as acknowledged by his signature on the New Client Checklist (copies of the agreement and New Client Checklist are 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. 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 50% of the remaining balance due under the agreement. This provision is clearly outlined on page 2 of his agreement. Thus, under the clear and explicit terms of the Agreement, he is not entitled to a refund or to terminate the agreement and abandon his contractual obligations early without a fee. Instead, member elected to take advantage of the voluntary cancellation provision, paid the cancellation fee on 3/5/15 and we cancelled the remaining term of his personal training agreement accordingly.
LA Fitness processed a refund in the amount of $725.00 for the last 3 months (refunds applied to the same accounts used for payments).
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 9/12/17 (the “Initial Term”). He paid a total of $459.00 up front, which included the enrollment fee, processing fee...
and payment for the first month of personal training services. He further agreed to make 11 more consecutive monthly payments, in the amount of $360.00, beginning 10/12/17, 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 in the Agreement which specifically referred to this payment schedule. 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 of 12 months 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 a refund or 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.
Our District Vice President previously contacted member regarding her concerns and at that time upgraded [redacted]’s membership at no cost to include access to schedule sessions with one of our Master Trainers. We have a trainer that will be able to open up availability to reasonably accommodate her schedule and provide the services she contracted for.
Her Agreement also 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. If she no longer wishes to continue with her valid Agreement, LA Fitness will honor the voluntary cancellation provision of the Agreement should she elect to take advantage of it. Otherwise, she should be expected to honor her Agreement as LA Fitness stands ready to provide the services for which she contracted.