Management spoke with Ms. [redacted] regarding her concerns. As a courtesy management agreed to refund the last three months and waive the outstanding balance. Refunds typically could take up to 5-7 business days to complete and will go back to the [redacted] on file. We believe this matter to be...
The e-mail member received was cancellation confirmation that was automatically generated with a default of 30 days. However, this response will serve as confirmation that the sessions will be extended as necessary to allow her to use her sessions when she is able to return
Management spoke to [redacted] on 4/16/15 regarding the cancellation of his monthly billed membership due to relocation. At that time a refund in the amount of $29.95 was refunded back to the [redacted] card. Refunds take about 5-7 business days to be refunded. Member is satisfied. 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.
The response to our Revdex.com complaint from LA Fitness makes two factual claims. The first claim is that our training membership was transferred to the [redacted] location after the [redacted] Street location was closed. The second claim is that the [redacted] location is within 5 miles of the closed [redacted] Street location, which would mean that they are within their rights to continue charging monthly fees for training under the terms of the contract we signed. Unfortunately, both claims are false. In this response, we present evidence of three facts. First, in our initial dealings with LA Fitness, it was made clear that our contract had been transferred to the [redacted] location. Second, the [redacted] location is located more than five miles from the closed [redacted] Street location. Third, even if we agree that LA Fitness can retroactively transfer us to a different location, the [redacted] location is also located more than five miles from the [redacted] Street location. We will also reiterate some aspects of the complaint that LA Fitness failed to address. All of this points to the conclusion that LA Fitness is in breach of the contract to which we agreed and is obligated to cancel our contract and refund any payments they received from us after the month of May. First, our training contract was transferred to the [redacted] location at the time that the [redacted] Street location was closed. We have submitted an email that we received from LA Fitness on May 12 in response to our initial request to cancel the personal training agreement. That email tells us that we were transferred to LA Fitness [redacted] where our trainer [redacted] would be working. Though we will ultimately show that both locations are more than five miles from the original location, this email is relevant for two reasons. First, it represents the position that LA Fitness was taking at the time that the [redacted] Street gym was closing, rather than the position that they have taken after the fact in an attempt to justify keeping us on our contract. Second, it demonstrates that our trainer was transferred to the [redacted] location, so that the claim that we were transferred to the [redacted] location completely changes the nature of the service that would have been provided had the training continued as planned.Second, the [redacted] LA Fitness is more than a five mile drive from the [redacted] Street location. We have submitted screen shots from the iOS Apple Maps application on iPhone. Apple Maps gives the most accurate indication of driving distance as it affects us because it is how we would need to obtain directions to this location from our cars at the [redacted] Street location, but other applications produce identical results. We are also submitting Apple Maps results because we feel they are the most credible: in contrast to other applications like Google Maps, Apple Maps does not allow us to change the paths at will to support our point, so all parties can be sure that we are submitting driving directions that are not biased by our interest in the outcome. Apple Maps generates only two paths from the [redacted] Street location to the [redacted] location. One of them is 5.1 miles and the other is 5.8 miles. Thus, if we hold them to their original statements about where our training contracts would be transferred, it is clear that the five mile clause of the contract allows us to cancel our obligations.Third, the [redacted] location is located more than a five mile drive from the [redacted] Street location. We have submitted screen shots from the iOS Apple Maps application on iPhone. As the screen shots demonstrates, Apple Maps generates only three paths from the [redacted] Street location to the [redacted] location. The shortest path is 5.2 miles and the others are 5.9 and 5.5 miles. We have performed these searches many times on every map application that we could think of during countless conversations with LA Fitness customer service representatives, and we have not seen any application return a result with a distance less than five miles. Thus, even if it is accepted that LA Fitness can retroactively change the location and nature of the hypothetical service provided, any reasonable interpretation of the data still suggests that LA Fitness is in breach of the contract by not allowing us to cancel our personal training agreement.Since LA Fitness did not submit any kind of evidence of their claim that the [redacted] location is within five miles of the [redacted] Street location, we are unable to respond directly to their information. For that reason we also wish to make a couple of observations about the interpretation of these map results. First, since the probability that two locations are exactly five miles from one another is vanishingly small, the phrase "within five miles" is essentially equivalent to "strictly less than five miles." We suspect that they are simply rounding down or using only the first digit in their search results, which effectively changes the terms of the contract from "within five miles" to "no less than 6 miles," which would not be acceptable. In fact, since all of these applications round to only one significant digit, a path of "5.0 miles" is very likely to be more than five miles in reality. Second, the results from all of these map applications are conservative estimates of the actual distance required to travel door-to-door from one facility to another. All of the driving paths start and stop in the middle of the road in front of the given addresses, leaving out a significant part of the travel distance. This is especially relevant because the old location was on the seventh floor of a large parking garage, so the actual distance would involve driving several times around the perimeter of a rectangular structure that is approximately 40-50 thousand square feet on each level. All in all, the actual travel distance between facilities is probably between one quarter and one half of a mile longer than the estimates given on the maps I submitted. After we account for rounding as well, it is possible for map results to be short of the true travel distance by nearly a mile. Finally, we wish to reiterate a point that we made in the initial complain but was not addressed by LA Fitness. At the time that the [redacted] Street location was closed, LA Fitness granted our request to cancel our club membership but later declined to cancel our personal training membership. This is significant for at least two reasons. First, the language about additional cancellation rights in the membership contract is identical to the language in the personal training contract. This means that LA Fitness initially agreed with our interpretation but later changed their minds in order to keep receiving payments for personal training. Furthermore, the fact that the same company could reach opposite conclusions about this clause of the contract given the exact same facts proves that the contract is so vague that it is unenforceable. Second, the cancellation of our membership guaranteed that we would not have access to personal training regardless of the status of our personal training contract. Thus, LA Fitness is currently demanding payment for a service that, because of other decisions made by their corporate office, they cannot provide. This makes our discussion of distances between facilities irrelevant, because the reality is that LA Fitness cannot provide any facility within any distance of [redacted] Street at which personal training could be provided. We have included evidence of the initial cancellation of our membership along with this reply.In conclusion, we have shown the following:(1) Contrary to the claims made in the response to our complaint, LA Fitness offered to transfer our training contract to LA Fitness [redacted] and not LA Fitness [redacted] Drive. Since [redacted] is more than five miles from the closed [redacted] Street location, this implies that we are entitled to cancel our contract.(2) Even if one accepts the retroactive argument that we were transferred to LA Fitness [redacted] Drive, this location is more than five miles from the closed [redacted] Street location, which implies that we are entitled to cancel our contract.(3) Even if one agrees -- under some alternative argument that is contrary to the evidence provided -- that we were offered an alternative location less than five miles from the [redacted] Street location, the fact that LA Fitness themselves reached the opposite conclusion at the time they decided to cancel our membership indicates that the contract is too vague to be enforced. Since it is generally accepted that ambiguities in contracts are resolved against the party the drafted the contract, this also implies that we are entitled to cancel our contract.(4) Even if one agrees to the claims made by LA Fitness and decides to enforce the contract despite the vagueness highlighted above, the decision by LA Fitness to cancel our membership cancels our ability to access any LA Fitness facility for any purpose, including personal training. Thus, LA Fitness currently cannot provide any facility within any distance of [redacted] Street without violating other aspects of the contract. This is another reason that we are entitled to cancel our contract. Given this information, I expect LA Fitness to cancel my personal training contract and refund all payments after May 2015. Without these actions, I consider my complaint to be unresolved. Furthermore, if my complaint is not resolved, I expect the Revdex.com to downgrade the A+ rating that it currently gives to LA Fitness. The language regarding additional cancellation rights is in every contract for both membership and personal training, with similar language applied to situations in which the customer relocates. Thus, this issue is integral to their relationship with every customer at nearly 800 locations. Regardless of one's conclusion on the merits of canceling our particular training contract, it is clear that the contract is applied inconsistently across different cases, even for two cases where the facts are identical. The explanation of the Revdex.com rating system suggests that up to 5 points can be deducted if it is determined that the business is not transparent about its marketplace conduct -- this deduction seems warranted in this case.
Regards,
[redacted]
Our Personal Training Director, [redacted] has attempted to contact [redacted] regarding her concerns and downgrading her sessions for the remainder of the agreement term. We encourage [redacted] to return [redacted] call so that we may better assist her with this request.
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 just talked with [redacted] on the phone today about my case. I really appreciate [redacted]’s offer to refund me 50% of the training contract value. He mentioned the ‘many month runaround’ that I received from LA Fitness in handling this problem. At no time was I ever angry at [redacted]. I always acted professional and showed saintly patience with LA FitnessI do have one few things to mention. First, If I were to get 50% back then wouldn’t I be getting $750 credited to my credit card? That’s 50%. My refund should be $750.I know what the contract says, now. I sent in my cancellation notice a few days late.The training contract at best is quite obtuse and please understand this criticism, at worst it is predatory.I paid $1500 and received absolutely no training and sent my cancellation letter in a few days late. You must know how this feels. You do not know how much we like LA Fitness. You lost my trust and you have almost lost 2 great customers. It seems our trust was really only worth the $1500 that you have of mine. I’m not mad anymore. I’m sad that I can’t use the gym. I’m disappointed that I lost one of the best things I get to do. Your predatory business model allows you need to retain a certain amount of money in case a customer decides to quit the training contract.Your business model suggests that your predatory business procedures are paying off. Otherwise, as any normal business you'd want to keep me as a customer. But that is not your intention. I did not receive any training. No one set up any appointments. I sent the cancellation letter in assuming I would get 90% of my money refunded. ---------------------------------------------------What I think should happen is that I get a 100% refund.You know I tried to cancel the training contract because I sent a cancellation letter into your headquarters. The only reason why LA Fitness believes I do not deserve a 100% refund is because that letter was a few days late. You are keeping $900 because I was a few days late on sending my cancellation letter. Think how bad this is to me and to you. This is why I believe the contract is predatory. Do you really want to do business like this? Do you really believe you deserve $900 for giving me nothing?I know you do not want to give up that money that you took from my account. You don't even care if 2 customers leave. Because you know you can get away with this again. That's your business model. I would have quit the gym in October had I know you were going to be like this. You would not have gotten another $260 from me. But you led me on and you admitted that you led me on over the phone. Instead you got more money from me.You owe me a complete refund. You need to eliminate your predatory business practices. Your contract is unethical, unprofessional and predatory. I want to keep going to LA Fitness. I would like to remain a member for many years to come. Come on, don’t let us go away. I do not want to really join another gym.
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.
As I explained to [redacted] an LA Fitness Rep, this resolution only benefits LA Fitness. There is no resolution for me and no consequence for bad company behavior. I further explained that I no longer feel comfortable going to this gym. I have already joined another gym almost 4 weeks ago. I was told that because the system said that the sessions had expired, they would offer 3 complimentary sessions. This is not what I want. I would like to be done with this. I showed up and they did not have the courtesy to contact me prior to me arriving, their time is no more important than mine. The only possible resolution is a refund for the 3 sessions that they missed.. Had LA Fitness not missed the 3 appointments that they made I would not be in this situation. I am seeking a refund of $297.51 the cost for the 3 missed appointments and I can be done with LA Fitness and this mess.
Regards,
[redacted]
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. Thank you.
Regards,
[redacted]
Management cancelled the monthly billed fitness membership prior to this complaint. A refund in the amount of $69.90 was refunded back to the[redacted] card on file. No further billings will occur. We believe this matter to be resolved. Thank you
Member’s personal training agreement includes a provision that allows her to terminate the agreement early, without a fee, if she moves further than 25 miles from the club of enrollment and LAF cannot transfer the services to a comparable facility within 5 miles of member’s new residence. Member may...
terminate the agreement by supplying proof of new residence.
As member acknowledges, what she provided previously did not verify relocation. In addition, the cancellation confirmation receipt that she received was for her regular fitness membership, not for her personal training agreement. Thus, regular billing has continued on her personal training agreement in accordance with the terms of that agreement. Nevertheless, our District Operations Manager, [redacted]., has attempted to contact member regarding her concerns. We encourage member to return [redacted] call for further assistance.
LA Fitness has made several attempts to contact [redacted] regarding his concerns, but he has not returned our calls. Our records reflect that he purchased personal training services pursuant to a written and fully executed agreement, beginning 7/11/15 (the “Initial Term”). Even if he felt pressured...
to buy, [redacted] personal training services agreement specifically provided him with a 10-day right to cancel, for any reason, by submitting a written notice of cancellation, 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 and abandon his contractual obligations early without a fee. Nevertheless, rather than force our members to complete the entire term of their commitment if their circumstances change, we include a voluntary cancellation provision which affords our members the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the agreement. LA Fitness will honor this provision of [redacted] personal training agreement should he elect to take advantage of it. Otherwise, he should be expected to honor his agreement as LA Fitness stands ready to provide the services for which he contracted.
Management contacted Ms. [redacted] regarding her experience when attempting to process the cancellation of her monthly dues membership. Ms. [redacted] stated she Bastiattempted to cancel via telephone, which is not an accepted form of cancellation and as a result, no such cancellation was...
processed. A cancellation request for Ms. [redacted] account was received on 7/10/2017. There is no history of a previous request. Nevertheless, as a courtesy, we have agreed to refund $90 back to her Visa card on file. Refunds typically take 5-7 business days to complete. We believe this matter to be resolved. Thank you.
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 5/26/16 (the “Initial Term”). Member paid a total of $315.67 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 consecutive monthly payments, in the amount of $216.67, beginning 6/26/16, for the remainder of the Initial Term. However, member’s personal training agreement includes a provision that allows her to terminate the agreement early if she becomes totally physically disabled. Member provided LA Fitness with evidence of such a disability, postmarked 1/13/17. Accordingly, we cancelled the remaining term of her personal training agreement with no further billing or obligation. However, such a cancellation does not entitle member to a refund for dues billed prior to such cancellation request.
HI [redacted]A manager just spoke to the consumer he is not willing to have a conversation regarding his concerns or interested in discussing anything. His membership has been cancelled since February per him mailing in a cancellation request and one month was automatically refunded. No further refunds are owed. Thank You,**
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I withdraw my complaint.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the...
business in reference to complaint ID [redacted], and While they have cancelled the agreement; the refund of $280 that has been deducted for September 2017 has not yet been processed and it has been 1 week now
please complete the refund to close the complaint to my satisfaction
Regards,
[redacted]
LA Fitness cancelled the remaining term of member's personal training agreement with no further billing or obligation and processed a refund for June's monthly billing (refund applied to the same account used for payment). LA Fitness will allow member additional time to complete the remaining...
Management has made several attempts to contact Ms. [redacted]regarding her concerns with her home club closing. We have yet to receive areturn call. We apologize for any inconvenience this may have caused and hope thatshe can enjoy one of our other locations that is close by. Should Ms. [redacted] wishto...
discuss her concerns further we encourage her to return our call or contacther home club. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[I am waiting for an additional 60.00 of 3 months of child care payments to be credited. The manager advised me he would issue 3 more credits and when that is done I will consider the matter resolved. When the credit shows up in my account. I will accept claimants response. ]
Regards,
[redacted]
Management contacted member regarding his complaint. To resolve this matter, management as a courtesy cancelled membership and will refund the last three months of dues.
The refunds could take up to 7-10 days to complete and will go back to the [redacted] we have on file. We believe this...
Management spoke with Ms. [redacted] regarding her concerns. As a courtesy management agreed to refund the last three months and waive the outstanding balance. Refunds typically could take up to 5-7 business days to complete and will go back to the [redacted] on file. We believe this matter to be...
resolved. Thank you
The e-mail member received was cancellation confirmation that was automatically generated with a default of 30 days. However, this response will serve as confirmation that the sessions will be extended as necessary to allow her to use her sessions when she is able to return
Management spoke to [redacted] on 4/16/15 regarding the cancellation of his monthly billed membership due to relocation. At that time a refund in the amount of $29.95 was refunded back to the [redacted] card. Refunds take about 5-7 business days to be refunded. Member is satisfied. 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.
The response to our Revdex.com complaint from LA Fitness makes two factual claims. The first claim is that our training membership was transferred to the [redacted] location after the [redacted] Street location was closed. The second claim is that the [redacted] location is within 5 miles of the closed [redacted] Street location, which would mean that they are within their rights to continue charging monthly fees for training under the terms of the contract we signed. Unfortunately, both claims are false. In this response, we present evidence of three facts. First, in our initial dealings with LA Fitness, it was made clear that our contract had been transferred to the [redacted] location. Second, the [redacted] location is located more than five miles from the closed [redacted] Street location. Third, even if we agree that LA Fitness can retroactively transfer us to a different location, the [redacted] location is also located more than five miles from the [redacted] Street location. We will also reiterate some aspects of the complaint that LA Fitness failed to address. All of this points to the conclusion that LA Fitness is in breach of the contract to which we agreed and is obligated to cancel our contract and refund any payments they received from us after the month of May. First, our training contract was transferred to the [redacted] location at the time that the [redacted] Street location was closed. We have submitted an email that we received from LA Fitness on May 12 in response to our initial request to cancel the personal training agreement. That email tells us that we were transferred to LA Fitness [redacted] where our trainer [redacted] would be working. Though we will ultimately show that both locations are more than five miles from the original location, this email is relevant for two reasons. First, it represents the position that LA Fitness was taking at the time that the [redacted] Street gym was closing, rather than the position that they have taken after the fact in an attempt to justify keeping us on our contract. Second, it demonstrates that our trainer was transferred to the [redacted] location, so that the claim that we were transferred to the [redacted] location completely changes the nature of the service that would have been provided had the training continued as planned.Second, the [redacted] LA Fitness is more than a five mile drive from the [redacted] Street location. We have submitted screen shots from the iOS Apple Maps application on iPhone. Apple Maps gives the most accurate indication of driving distance as it affects us because it is how we would need to obtain directions to this location from our cars at the [redacted] Street location, but other applications produce identical results. We are also submitting Apple Maps results because we feel they are the most credible: in contrast to other applications like Google Maps, Apple Maps does not allow us to change the paths at will to support our point, so all parties can be sure that we are submitting driving directions that are not biased by our interest in the outcome. Apple Maps generates only two paths from the [redacted] Street location to the [redacted] location. One of them is 5.1 miles and the other is 5.8 miles. Thus, if we hold them to their original statements about where our training contracts would be transferred, it is clear that the five mile clause of the contract allows us to cancel our obligations.Third, the [redacted] location is located more than a five mile drive from the [redacted] Street location. We have submitted screen shots from the iOS Apple Maps application on iPhone. As the screen shots demonstrates, Apple Maps generates only three paths from the [redacted] Street location to the [redacted] location. The shortest path is 5.2 miles and the others are 5.9 and 5.5 miles. We have performed these searches many times on every map application that we could think of during countless conversations with LA Fitness customer service representatives, and we have not seen any application return a result with a distance less than five miles. Thus, even if it is accepted that LA Fitness can retroactively change the location and nature of the hypothetical service provided, any reasonable interpretation of the data still suggests that LA Fitness is in breach of the contract by not allowing us to cancel our personal training agreement.Since LA Fitness did not submit any kind of evidence of their claim that the [redacted] location is within five miles of the [redacted] Street location, we are unable to respond directly to their information. For that reason we also wish to make a couple of observations about the interpretation of these map results. First, since the probability that two locations are exactly five miles from one another is vanishingly small, the phrase "within five miles" is essentially equivalent to "strictly less than five miles." We suspect that they are simply rounding down or using only the first digit in their search results, which effectively changes the terms of the contract from "within five miles" to "no less than 6 miles," which would not be acceptable. In fact, since all of these applications round to only one significant digit, a path of "5.0 miles" is very likely to be more than five miles in reality. Second, the results from all of these map applications are conservative estimates of the actual distance required to travel door-to-door from one facility to another. All of the driving paths start and stop in the middle of the road in front of the given addresses, leaving out a significant part of the travel distance. This is especially relevant because the old location was on the seventh floor of a large parking garage, so the actual distance would involve driving several times around the perimeter of a rectangular structure that is approximately 40-50 thousand square feet on each level. All in all, the actual travel distance between facilities is probably between one quarter and one half of a mile longer than the estimates given on the maps I submitted. After we account for rounding as well, it is possible for map results to be short of the true travel distance by nearly a mile. Finally, we wish to reiterate a point that we made in the initial complain but was not addressed by LA Fitness. At the time that the [redacted] Street location was closed, LA Fitness granted our request to cancel our club membership but later declined to cancel our personal training membership. This is significant for at least two reasons. First, the language about additional cancellation rights in the membership contract is identical to the language in the personal training contract. This means that LA Fitness initially agreed with our interpretation but later changed their minds in order to keep receiving payments for personal training. Furthermore, the fact that the same company could reach opposite conclusions about this clause of the contract given the exact same facts proves that the contract is so vague that it is unenforceable. Second, the cancellation of our membership guaranteed that we would not have access to personal training regardless of the status of our personal training contract. Thus, LA Fitness is currently demanding payment for a service that, because of other decisions made by their corporate office, they cannot provide. This makes our discussion of distances between facilities irrelevant, because the reality is that LA Fitness cannot provide any facility within any distance of [redacted] Street at which personal training could be provided. We have included evidence of the initial cancellation of our membership along with this reply.In conclusion, we have shown the following:(1) Contrary to the claims made in the response to our complaint, LA Fitness offered to transfer our training contract to LA Fitness [redacted] and not LA Fitness [redacted] Drive. Since [redacted] is more than five miles from the closed [redacted] Street location, this implies that we are entitled to cancel our contract.(2) Even if one accepts the retroactive argument that we were transferred to LA Fitness [redacted] Drive, this location is more than five miles from the closed [redacted] Street location, which implies that we are entitled to cancel our contract.(3) Even if one agrees -- under some alternative argument that is contrary to the evidence provided -- that we were offered an alternative location less than five miles from the [redacted] Street location, the fact that LA Fitness themselves reached the opposite conclusion at the time they decided to cancel our membership indicates that the contract is too vague to be enforced. Since it is generally accepted that ambiguities in contracts are resolved against the party the drafted the contract, this also implies that we are entitled to cancel our contract.(4) Even if one agrees to the claims made by LA Fitness and decides to enforce the contract despite the vagueness highlighted above, the decision by LA Fitness to cancel our membership cancels our ability to access any LA Fitness facility for any purpose, including personal training. Thus, LA Fitness currently cannot provide any facility within any distance of [redacted] Street without violating other aspects of the contract. This is another reason that we are entitled to cancel our contract. Given this information, I expect LA Fitness to cancel my personal training contract and refund all payments after May 2015. Without these actions, I consider my complaint to be unresolved. Furthermore, if my complaint is not resolved, I expect the Revdex.com to downgrade the A+ rating that it currently gives to LA Fitness. The language regarding additional cancellation rights is in every contract for both membership and personal training, with similar language applied to situations in which the customer relocates. Thus, this issue is integral to their relationship with every customer at nearly 800 locations. Regardless of one's conclusion on the merits of canceling our particular training contract, it is clear that the contract is applied inconsistently across different cases, even for two cases where the facts are identical. The explanation of the Revdex.com rating system suggests that up to 5 points can be deducted if it is determined that the business is not transparent about its marketplace conduct -- this deduction seems warranted in this case.
Regards,
[redacted]
Our Personal Training Director, [redacted] has attempted to contact [redacted] regarding her concerns and downgrading her sessions for the remainder of the agreement term. We encourage [redacted] to return [redacted] call so that we may better assist her with this request.
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 just talked with [redacted] on the phone today about my case. I really appreciate [redacted]’s offer to refund me 50% of the training contract value. He mentioned the ‘many month runaround’ that I received from LA Fitness in handling this problem. At no time was I ever angry at [redacted]. I always acted professional and showed saintly patience with LA FitnessI do have one few things to mention. First, If I were to get 50% back then wouldn’t I be getting $750 credited to my credit card? That’s 50%. My refund should be $750.I know what the contract says, now. I sent in my cancellation notice a few days late.The training contract at best is quite obtuse and please understand this criticism, at worst it is predatory.I paid $1500 and received absolutely no training and sent my cancellation letter in a few days late. You must know how this feels. You do not know how much we like LA Fitness. You lost my trust and you have almost lost 2 great customers. It seems our trust was really only worth the $1500 that you have of mine. I’m not mad anymore. I’m sad that I can’t use the gym. I’m disappointed that I lost one of the best things I get to do. Your predatory business model allows you need to retain a certain amount of money in case a customer decides to quit the training contract.Your business model suggests that your predatory business procedures are paying off. Otherwise, as any normal business you'd want to keep me as a customer. But that is not your intention. I did not receive any training. No one set up any appointments. I sent the cancellation letter in assuming I would get 90% of my money refunded. ---------------------------------------------------What I think should happen is that I get a 100% refund.You know I tried to cancel the training contract because I sent a cancellation letter into your headquarters. The only reason why LA Fitness believes I do not deserve a 100% refund is because that letter was a few days late. You are keeping $900 because I was a few days late on sending my cancellation letter. Think how bad this is to me and to you. This is why I believe the contract is predatory. Do you really want to do business like this? Do you really believe you deserve $900 for giving me nothing?I know you do not want to give up that money that you took from my account. You don't even care if 2 customers leave. Because you know you can get away with this again. That's your business model. I would have quit the gym in October had I know you were going to be like this. You would not have gotten another $260 from me. But you led me on and you admitted that you led me on over the phone. Instead you got more money from me.You owe me a complete refund. You need to eliminate your predatory business practices. Your contract is unethical, unprofessional and predatory. I want to keep going to LA Fitness. I would like to remain a member for many years to come. Come on, don’t let us go away. I do not want to really join another gym.
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.
As I explained to [redacted] an LA Fitness Rep, this resolution only benefits LA Fitness. There is no resolution for me and no consequence for bad company behavior. I further explained that I no longer feel comfortable going to this gym. I have already joined another gym almost 4 weeks ago. I was told that because the system said that the sessions had expired, they would offer 3 complimentary sessions. This is not what I want. I would like to be done with this. I showed up and they did not have the courtesy to contact me prior to me arriving, their time is no more important than mine. The only possible resolution is a refund for the 3 sessions that they missed.. Had LA Fitness not missed the 3 appointments that they made I would not be in this situation. I am seeking a refund of $297.51 the cost for the 3 missed appointments and I can be done with LA Fitness and this mess.
Regards,
[redacted]
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. Thank you.
Regards,
[redacted]
Management cancelled the monthly billed fitness membership prior to this complaint. A refund in the amount of $69.90 was refunded back to the[redacted] card on file. No further billings will occur. We believe this matter to be resolved. Thank you
Member’s personal training agreement includes a provision that allows her to terminate the agreement early, without a fee, if she moves further than 25 miles from the club of enrollment and LAF cannot transfer the services to a comparable facility within 5 miles of member’s new residence. Member may...
terminate the agreement by supplying proof of new residence.
As member acknowledges, what she provided previously did not verify relocation. In addition, the cancellation confirmation receipt that she received was for her regular fitness membership, not for her personal training agreement. Thus, regular billing has continued on her personal training agreement in accordance with the terms of that agreement. Nevertheless, our District Operations Manager, [redacted]., has attempted to contact member regarding her concerns. We encourage member to return [redacted] call for further assistance.
LA Fitness has made several attempts to contact [redacted] regarding his concerns, but he has not returned our calls. Our records reflect that he purchased personal training services pursuant to a written and fully executed agreement, beginning 7/11/15 (the “Initial Term”). Even if he felt pressured...
to buy, [redacted] personal training services agreement specifically provided him with a 10-day right to cancel, for any reason, by submitting a written notice of cancellation, 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 and abandon his contractual obligations early without a fee. Nevertheless, rather than force our members to complete the entire term of their commitment if their circumstances change, we include a voluntary cancellation provision which affords our members the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the agreement. LA Fitness will honor this provision of [redacted] personal training agreement should he elect to take advantage of it. Otherwise, he should be expected to honor his agreement as LA Fitness stands ready to provide the services for which he contracted.
Management contacted Ms. [redacted] regarding her experience when attempting to process the cancellation of her monthly dues membership. Ms. [redacted] stated she Bastiattempted to cancel via telephone, which is not an accepted form of cancellation and as a result, no such cancellation was...
processed. A cancellation request for Ms. [redacted] account was received on 7/10/2017. There is no history of a previous request. Nevertheless, as a courtesy, we have agreed to refund $90 back to her Visa card on file. Refunds typically take 5-7 business days to complete. We believe this matter to be resolved. Thank you.
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 5/26/16 (the “Initial Term”). Member paid a total of $315.67 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 consecutive monthly payments, in the amount of $216.67, beginning 6/26/16, for the remainder of the Initial Term. However, member’s personal training agreement includes a provision that allows her to terminate the agreement early if she becomes totally physically disabled. Member provided LA Fitness with evidence of such a disability, postmarked 1/13/17. Accordingly, we cancelled the remaining term of her personal training agreement with no further billing or obligation. However, such a cancellation does not entitle member to a refund for dues billed prior to such cancellation request.
HI [redacted]A manager just spoke to the consumer he is not willing to have a conversation regarding his concerns or interested in discussing anything. His membership has been cancelled since February per him mailing in a cancellation request and one month was automatically refunded. No further refunds are owed. Thank You,**
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I withdraw my complaint.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the...
business in reference to complaint ID [redacted], and While they have cancelled the agreement; the refund of $280 that has been deducted for September 2017 has not yet been processed and it has been 1 week now
please complete the refund to close the complaint to my satisfaction
Regards,
[redacted]
LA Fitness cancelled the remaining term of member's personal training agreement with no further billing or obligation and processed a refund for June's monthly billing (refund applied to the same account used for payment). LA Fitness will allow member additional time to complete the remaining...
personal training sessions.
Management has made several attempts to contact Ms. [redacted]regarding her concerns with her home club closing. We have yet to receive areturn call. We apologize for any inconvenience this may have caused and hope thatshe can enjoy one of our other locations that is close by. Should Ms. [redacted] wishto...
discuss her concerns further we encourage her to return our call or contacther home club. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[I am waiting for an additional 60.00 of 3 months of child care payments to be credited. The manager advised me he would issue 3 more credits and when that is done I will consider the matter resolved. When the credit shows up in my account. I will accept claimants response. ]
Regards,
[redacted]
Management contacted member regarding his complaint. To resolve this matter, management as a courtesy cancelled membership and will refund the last three months of dues.
The refunds could take up to 7-10 days to complete and will go back to the [redacted] we have on file. We believe this...
matter to be resolved. Thank you.