Bureau:
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]
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.
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]
A full refund has been issued in the amount of $318.70 back to the [redacted] card. Refunds take about 5-7 business days to be refunded back. [redacted] membership will remain at revoked status and will not be reinstated at this time. No further action will be taken. 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]
As of the time of this response, LA Fitness has not received any of the payments owed by member since 12/30/14. Since it is apparent that he now has no intention to fulfill his contractual obligation to the remaining personal training agreement term, we have released him from his obligation to make the remaining payments due under his agreement. Additionally, LA Fitness will not pursue him for the outstanding balance he currently owes. Please note that we are not contractually obligated to provide this remedy, but this is being done as a customer service consideration for our member.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10720194, 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,
Jackie Scott
Management has contacted Ms. [redacted] regarding the incident that she encountered with staff. We advised her that this has been addressed and should she wish to discuss further to please return our call. No further action will be taken at this time. 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]
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]
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
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 as...
this is what we originally agreed upon. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Our records reflect that 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 11/25/15 (the “Initial Term”). Member paid a total of $210.00 up front, which included the...
processing fee and payment for the first month of personal training sessions.
Our records also reflect that member’s wife, [redacted], purchased personal training services pursuant to a separate written and fully executed Agreement. Her Agreement was also for a minimum initial term of 12 months, beginning 12/8/15. She paid a total of $259.00 up front, which included the enrollment fee, processing fee and payment for the first month of personal training sessions. They further agreed to make 11 more payments each, in the amount of $160.00 each, every month, beginning 12/25/15 and 1/8/16 respectively, for the remainder of each of their Initial Terms.
These terms are clearly outlined on page 1 of their Agreements and they acknowledged their understanding of these billing terms by initialing three separate sections of the payment schedule sections of the Agreements. It is LA Fitness’ policy and practice to provide our members with a complete copy of their Agreement at the time of enrollment. In addition, their Agreements included a New Client Checklist which outlined key terms, including their acknowledgement that they received and read copies of their personal training agreements with the initial terms of 12 months.
These Checklists were reviewed with them at the time of the sale, as acknowledged by their signatures and initials on the New Client Checklists (copies of both of the Agreements and New Client Checklists are included with this response). Furthermore, LA Fitness specifically includes in all personal training agreements, including these members, a provision that afforded them with a 10-day right to cancel if these terms did not match their understanding (or for any reason) simply by submitting a written notice of cancellation and they would receive a full refund. However, they did not take advantage of this option within the rescission period.
Thus, under the clear and explicit terms of the Agreement, they are not entitled to refunds or to terminate the Agreements and abandon their contractual obligations (which were very clearly spelled out for them and acknowledged by them) early without a fee. If members no longer wish to continue with their valid Agreements, their personal training agreements include a voluntary cancelation provision, which affords them the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the Agreements.
LA Fitness will honor this cancellation provision should they elect to take advantage of it. Otherwise, they should be expected to honor their Agreements as LA Fitness stands ready to provide the services for which they contracted. With respect to their regular fitness memberships, their fitness membership agreement is a month to month agreement that they can cancel at any time simply by submitting a written request to cancel to LAF at P.O. Box 54170, Irvine, CA 92619-4170.
However, the circumstance does not entitle them to a refund of the Initiation fee or monthly dues billed prior to their cancellation request.
Management contacted Mr. [redacted] to discuss his concerns regarding an incident that took place at our Houston Greenway location. Mr. [redacted] alleges that local management acted in an unprofessional manner when handling an incident involving Mr. [redacted] and another member. Based on that conversation, we...
understand that all the information was not gathered prior to the local management addressing the situation. LA Fitness strives to provide excellent customer service and in no way condones such alleged behavior. We regret any inconvenience this may have caused Mr. [redacted] and have addressed the situation with the local staff member involved. We believe this resolves Mr. [redacted]’s concerns. Thank you.
Our District Operations Manager contacted member regarding his concerns. We cancelled his personal training agreement and processed a full refund for it (less one session used). Member elected to keep his regular fitness membership and Kids Klub membership active.
Management contacted Mr. [redacted] regarding his concerns and offered a complimentary two week guest pass for his experience. Should Mr. [redacted] need additional assistance please contact us. We believe this matter to be resolved. Thank you.
Management spoke to [redacted] regarding her concernswith the AC at our [redacted] location. We assured [redacted] the issue has beenresolved. We appreciate our member’s feedback and concerns regarding ourfacilities and strive to provide a clean and healthy environment....
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]
Member’s claim is not consistent with the clear and conspicuous language in the training agreement she signed and she was properly billed after the initial 12-week period in strict accordance with the plainlanguage of the contract she signed. In particular, the "Initial Term Acknowledgement" on page...
1 of the membership agreement clearly states that "unless cancelled", the agreement will automatically continue in 4 week increments after the Initial Term until written notice of cancellation is provided. Additionally, this is outlined in the "New Client Checklist" which is also provided with a copy of the membership agreement and in the training booklet given to all new members (copies of the agreement and New Client Checklist are included with this response). As such, it was member’s obligation to notify us that she did not want to continue with her membership. It was not until 11/29/14 that we received notification from member of her intent to cancel. Thus, she is not entitled to a refund. Nevertheless, LA Fitness offered to refund $440.00 for two billing cycles. Please note that we were not contractually obligated to provide this remedy, but this was being done as a customer service consideration for our member. However, she declined the refund. LA Fitness remains willing to honor a refund of $440.00 should member elect to take advantage of it.
Management spoke with Ms. [redacted] regarding her complaint. Management advised Ms. [redacted] that LA Fitness will not dispute the four chargebacks of $49.95 each that they filed. No other refunds are owed. We believe this matter to be resolved. Thank you.
Better Business...
Bureau:
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]
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.
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]
A full refund has been issued in the amount of $318.70 back to the [redacted] card. Refunds take about 5-7 business days to be refunded back. [redacted] membership will remain at revoked status and will not be reinstated at this time. No further action will be taken. 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]
As of the time of this response, LA Fitness has not received any of the payments owed by member since 12/30/14. Since it is apparent that he now has no intention to fulfill his contractual obligation to the remaining personal training agreement term, we have released him from his obligation to make the remaining payments due under his agreement. Additionally, LA Fitness will not pursue him for the outstanding balance he currently owes. Please note that we are not contractually obligated to provide this remedy, but this is being done as a customer service consideration for our member.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10720194, 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,
Jackie Scott
Management has contacted Ms. [redacted] regarding the incident that she encountered with staff. We advised her that this has been addressed and should she wish to discuss further to please return our call. No further action will be taken at this time. 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]
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]
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
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 as...
this is what we originally agreed upon. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Our records reflect that 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 11/25/15 (the “Initial Term”). Member paid a total of $210.00 up front, which included the...
processing fee and payment for the first month of personal training sessions.
Our records also reflect that member’s wife, [redacted], purchased personal training services pursuant to a separate written and fully executed Agreement. Her Agreement was also for a minimum initial term of 12 months, beginning 12/8/15. She paid a total of $259.00 up front, which included the enrollment fee, processing fee and payment for the first month of personal training sessions. They further agreed to make 11 more payments each, in the amount of $160.00 each, every month, beginning 12/25/15 and 1/8/16 respectively, for the remainder of each of their Initial Terms.
These terms are clearly outlined on page 1 of their Agreements and they acknowledged their understanding of these billing terms by initialing three separate sections of the payment schedule sections of the Agreements. It is LA Fitness’ policy and practice to provide our members with a complete copy of their Agreement at the time of enrollment. In addition, their Agreements included a New Client Checklist which outlined key terms, including their acknowledgement that they received and read copies of their personal training agreements with the initial terms of 12 months.
These Checklists were reviewed with them at the time of the sale, as acknowledged by their signatures and initials on the New Client Checklists (copies of both of the Agreements and New Client Checklists are included with this response). Furthermore, LA Fitness specifically includes in all personal training agreements, including these members, a provision that afforded them with a 10-day right to cancel if these terms did not match their understanding (or for any reason) simply by submitting a written notice of cancellation and they would receive a full refund. However, they did not take advantage of this option within the rescission period.
Thus, under the clear and explicit terms of the Agreement, they are not entitled to refunds or to terminate the Agreements and abandon their contractual obligations (which were very clearly spelled out for them and acknowledged by them) early without a fee. If members no longer wish to continue with their valid Agreements, their personal training agreements include a voluntary cancelation provision, which affords them the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the Agreements.
LA Fitness will honor this cancellation provision should they elect to take advantage of it. Otherwise, they should be expected to honor their Agreements as LA Fitness stands ready to provide the services for which they contracted. With respect to their regular fitness memberships, their fitness membership agreement is a month to month agreement that they can cancel at any time simply by submitting a written request to cancel to LAF at P.O. Box 54170, Irvine, CA 92619-4170.
However, the circumstance does not entitle them to a refund of the Initiation fee or monthly dues billed prior to their cancellation request.
Management contacted Mr. [redacted] to discuss his concerns regarding an incident that took place at our Houston Greenway location. Mr. [redacted] alleges that local management acted in an unprofessional manner when handling an incident involving Mr. [redacted] and another member. Based on that conversation, we...
understand that all the information was not gathered prior to the local management addressing the situation. LA Fitness strives to provide excellent customer service and in no way condones such alleged behavior. We regret any inconvenience this may have caused Mr. [redacted] and have addressed the situation with the local staff member involved. We believe this resolves Mr. [redacted]’s concerns. Thank you.
Our District Operations Manager contacted member regarding his concerns. We cancelled his personal training agreement and processed a full refund for it (less one session used). Member elected to keep his regular fitness membership and Kids Klub membership active.
Management contacted Mr. [redacted] regarding his concerns and offered a complimentary two week guest pass for his experience. Should Mr. [redacted] need additional assistance please contact us. We believe this matter to be resolved. Thank you.
Management spoke to [redacted] regarding her concernswith the AC at our [redacted] location. We assured [redacted] the issue has beenresolved. We appreciate our member’s feedback and concerns regarding ourfacilities and strive to provide a clean and healthy environment....
Memberappreciated the feedback. 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]
Member’s claim is not consistent with the clear and conspicuous language in the training agreement she signed and she was properly billed after the initial 12-week period in strict accordance with the plainlanguage of the contract she signed. In particular, the "Initial Term Acknowledgement" on page...
1 of the membership agreement clearly states that "unless cancelled", the agreement will automatically continue in 4 week increments after the Initial Term until written notice of cancellation is provided. Additionally, this is outlined in the "New Client Checklist" which is also provided with a copy of the membership agreement and in the training booklet given to all new members (copies of the agreement and New Client Checklist are included with this response). As such, it was member’s obligation to notify us that she did not want to continue with her membership. It was not until 11/29/14 that we received notification from member of her intent to cancel. Thus, she is not entitled to a refund. Nevertheless, LA Fitness offered to refund $440.00 for two billing cycles. Please note that we were not contractually obligated to provide this remedy, but this was being done as a customer service consideration for our member. However, she declined the refund. LA Fitness remains willing to honor a refund of $440.00 should member elect to take advantage of it.
Management spoke with Ms. [redacted] regarding her complaint. Management advised Ms. [redacted] that LA Fitness will not dispute the four chargebacks of $49.95 each that they filed. No other refunds are owed. We believe this matter to be resolved. Thank you.