Management followed up with Ms. [redacted] regarding her rebuttal. Management apologized to her on how she was treated at the club. Ms. [redacted] is not owed a full year of refunds but Management honored two additional kids club refunds of $20.00 each and one monthly membership dues refund of $54.98. Refunds will be processed to the [redacted] Card ending in [redacted] and could take up to 5-7 to complete. Ms. [redacted] has agreed to these final three refunds. We now believe this matter to be resolved. Thank you.
As of the time of this response, member has 235 remaining personal training sessions available to use. However, the clear and conspicuous language in the training agreement member signed states very clearly, in a section entitled the "Initial Term Acknowledgement" on page 1, that "unless cancelled",...
the agreement continues on the same 4-week billing cycle after the Initial Term until written notice of cancellation is provided.
Additionally, this term is outlined again in the New Client Checklist which is provided with a copy of the membership agreement to her. Member again acknowledged in writing her understanding of this provision by signing the New Client Checklist as well (copies of the agreement and New Client Checklist are included with this response). As such, it was member’s obligation to notify us in writing that she did not want to continue with her membership. It was not until 2/20/15 that member notified LA Fitness of her intent to cancel.
At that time, LA Fitness did immediately cancel her personal training agreement with no further billing. However, member is not entitled to a refund of dues prior to her cancellation request.
Management contacted Ms. [redacted] regarding her concerns with the cancellation of her monthly dues membership. LA Fitness provides members with the option to cancel their membership at any location between the hours of 9AM-5PM Monday through Friday, but we strongly encourage that members 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. Ms. [redacted] states that she previously attempted to cancel her membership, but LA Fitness does not have a record of such a cancellation. As a courtesy, a cancellation was processed on 10/31/2017 and a refund of $77.04 was processed back to the [redacted]. We believe this matter to be resolved. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
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]
Management spoke to [redacted] on 10/15/14 regarding the
cancellation of her monthly billed membership. [redacted] states she cancelled in
September however we do not have a cancellation on file.
As a courtesy an immediate cancellation has been processed and no further billing will...
occur.
The balance for September monthly dues in the amount of $39.95 has been waived
and no further balance is 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 would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I have not seen the check in the mail as of today but I will be looking for it. Thank you so much for your assistance.
Regards,
[redacted]
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 contacted Mr. [redacted] regarding his concerns with the billing on his monthly dues membership. LA Fitness provides members with the option to “Freeze” a membership in good standings with a 10 day notice prior to their next scheduled billing date. Mr. [redacted]’s membership records does not...
reflect a request for his membership to be “Frozen” during the months he is requesting an adjustment be honored. Nevertheless, as a courtesy, a refund of $44.04 was processed back to the [redacted] on file and a balance of $37.09 was waived. This reflects the difference between the freeze fee amount Mr. [redacted] had requested to pay and the monthly dues that were charged. A cancellation of his membership was also completed based on his request. We believe this matter to be resolved. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I withdraw my complaint.
Regards,
[redacted]
Management contacted [redacted] regarding the cancellation of her monthly dues fitness membership. [redacted] stated she cancelled both her training and fitness membership on 6/24/2016. The history on [redacted]’s account reflects that a cancellation was completed on her training...
membership.
However, there is no history regarding receipt of a cancellation request for her fitness membership. As a courtesy, a cancellation was completed on her fitness membership and a refund was processed back to her [redacted] card on file in the amount of $39.95. Refunds typically take 5-7 business days to complete.
We also received a chargeback for the monthly billing processed on August 1, 2016 and have agreed to accept the dispute as part of the resolution. [redacted] received an additional credit of $39.95 processed through her financial establishment. We believe this matter to be resolved. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[I was never notified that I could not have a membership after leaving the company. I was actually sent an email from the company to rejoin their gym membership a couple days prior to leaving. Furthermore, I was physically harassed in the facilities by [redacted], something which is unacceptable.]
Regards,
D [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.
[redacted]
Our previous response still stands. Management spoke to [redacted] regarding the pool repairs, we informed him that repairs have been scheduled. We appreciate our members patience in these matters as they take some time to resolve. Member is satisfied with the follow up. We believe this matter to be resolved. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and 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 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.
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 contacted Ms. [redacted]’s sister, who is a current member, regarding the requests mentioned in Mr. [redacted]’s response. As a courtesy, we have removed the guest privileges from her account and processed a refund. We believe this addresses the concerns brought forth. Thank you.
Due to our club closing in the near future we apologize for any inconvenience this may have caused. Members will be notified accordingly as more specific details and dates are given. We appreciate our member’s feedback and concerns regarding our facilities and strive to provide a clean and healthy environment.Management has been in contact with our facilities team and is in the process of resolving some issues until club closure. Should you have any additional concerns please contact your 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.
[We were contacted by [redacted] from LA Fitness regarding our complaint. It was found that due to our professions as personal trainers we are not being allowed to train within their facility for fear of solicitation. We have not, nor were ever planning to solicit services to their members. We just wanted to be able to train ourselves. We only trained at their facility one time, the same day of purchase, before this decision was made by management. Our thoughts were the few people that no longer work with our facility and were now employed by their facility made it a big issue to management. We have legal counsel and will be conferring with them about our next options for action.]
Regards,
[redacted]
Management followed up with Ms. [redacted] regarding her rebuttal. Management apologized to her on how she was treated at the club. Ms. [redacted] is not owed a full year of refunds but Management honored two additional kids club refunds of $20.00 each and one monthly membership dues refund of $54.98. Refunds will be processed to the [redacted] Card ending in [redacted] and could take up to 5-7 to complete. Ms. [redacted] has agreed to these final three refunds. We now believe this matter to be resolved. Thank you.
As of the time of this response, member has 235 remaining personal training sessions available to use. However, the clear and conspicuous language in the training agreement member signed states very clearly, in a section entitled the "Initial Term Acknowledgement" on page 1, that "unless cancelled",...
the agreement continues on the same 4-week billing cycle after the Initial Term until written notice of cancellation is provided.
Additionally, this term is outlined again in the New Client Checklist which is provided with a copy of the membership agreement to her. Member again acknowledged in writing her understanding of this provision by signing the New Client Checklist as well (copies of the agreement and New Client Checklist are included with this response). As such, it was member’s obligation to notify us in writing that she did not want to continue with her membership. It was not until 2/20/15 that member notified LA Fitness of her intent to cancel.
At that time, LA Fitness did immediately cancel her personal training agreement with no further billing. However, member is not entitled to a refund of dues prior to her cancellation request.
LA Fitness may contact me to resolve this issue only.
Management contacted Ms. [redacted] regarding her concerns with the cancellation of her monthly dues membership. LA Fitness provides members with the option to cancel their membership at any location between the hours of 9AM-5PM Monday through Friday, but we strongly encourage that members 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. Ms. [redacted] states that she previously attempted to cancel her membership, but LA Fitness does not have a record of such a cancellation. As a courtesy, a cancellation was processed on 10/31/2017 and a refund of $77.04 was processed back to the [redacted]. We believe this matter to be resolved. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
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]
Management spoke to [redacted] on 10/15/14 regarding the
cancellation of her monthly billed membership. [redacted] states she cancelled in
September however we do not have a cancellation on file.
As a courtesy an immediate cancellation has been processed and no further billing will...
occur.
The balance for September monthly dues in the amount of $39.95 has been waived
and no further balance is 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 would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I have not seen the check in the mail as of today but I will be looking for it. Thank you so much for your assistance.
Regards,
[redacted]
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 contacted Mr. [redacted] regarding his concerns with the billing on his monthly dues membership. LA Fitness provides members with the option to “Freeze” a membership in good standings with a 10 day notice prior to their next scheduled billing date. Mr. [redacted]’s membership records does not...
reflect a request for his membership to be “Frozen” during the months he is requesting an adjustment be honored. Nevertheless, as a courtesy, a refund of $44.04 was processed back to the [redacted] on file and a balance of $37.09 was waived. This reflects the difference between the freeze fee amount Mr. [redacted] had requested to pay and the monthly dues that were charged. A cancellation of his membership was also completed based on his request. We believe this matter to be resolved. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I withdraw my complaint.
Regards,
[redacted]
Management contacted [redacted] regarding the cancellation of her monthly dues fitness membership. [redacted] stated she cancelled both her training and fitness membership on 6/24/2016. The history on [redacted]’s account reflects that a cancellation was completed on her training...
membership.
However, there is no history regarding receipt of a cancellation request for her fitness membership. As a courtesy, a cancellation was completed on her fitness membership and a refund was processed back to her [redacted] card on file in the amount of $39.95. Refunds typically take 5-7 business days to complete.
We also received a chargeback for the monthly billing processed on August 1, 2016 and have agreed to accept the dispute as part of the resolution. [redacted] received an additional credit of $39.95 processed through her financial establishment. We believe this matter to be resolved. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[I was never notified that I could not have a membership after leaving the company. I was actually sent an email from the company to rejoin their gym membership a couple days prior to leaving. Furthermore, I was physically harassed in the facilities by [redacted], something which is unacceptable.]
Regards,
D [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.
[redacted]
Our previous response still stands. Management spoke to [redacted] regarding the pool repairs, we informed him that repairs have been scheduled. We appreciate our members patience in these matters as they take some time to resolve. Member is satisfied with the follow up. We believe this matter to be resolved. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and 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 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.
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 contacted Ms. [redacted]’s sister, who is a current member, regarding the requests mentioned in Mr. [redacted]’s response. As a courtesy, we have removed the guest privileges from her account and processed a refund. We believe this addresses the concerns brought forth. Thank you.
Due to our club closing in the near future we apologize for any inconvenience this may have caused. Members will be notified accordingly as more specific details and dates are given. We appreciate our member’s feedback and concerns regarding our facilities and strive to provide a clean and healthy environment.Management has been in contact with our facilities team and is in the process of resolving some issues until club closure. Should you have any additional concerns please contact your 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.
[We were contacted by [redacted] from LA Fitness regarding our complaint. It was found that due to our professions as personal trainers we are not being allowed to train within their facility for fear of solicitation. We have not, nor were ever planning to solicit services to their members. We just wanted to be able to train ourselves. We only trained at their facility one time, the same day of purchase, before this decision was made by management. Our thoughts were the few people that no longer work with our facility and were now employed by their facility made it a big issue to management. We have legal counsel and will be conferring with them about our next options for action.]
Regards,
[redacted]