Management spoke to [redacted] on 3/18/15 regarding her concerns with the additional Kids Klub membership that was joined on 9/15/2012. [redacted] will not accept responsibility for authorizing this membership. Although we have a signed agreement and she is not owed a refund. After much...
discussion we have agreed to refund in the amount of $145 back to the [redacted] card on file and an immediate cancellation has been processed. Refunds take about 5-7 business days to be refunded back. Member is satisfied. Thank you.
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 12 months, beginning 1/19/16. Our records do not indicate that member had any issues scheduling sessions with the available personal trainers on staff....
She scheduled and/or trained consistently from the time she enrolled up until 4/13/16, presumably when she relocated her residency.
There is no provision in her personal training agreement that entitles her to terminate her agreement early if she moves. It should be noted however, that we have 2 locations approximately 10-11 miles from her new residence where we can continue to provide member with the services for which she contracted.
Nevertheless, if member no longer wishes to continue with her valid agreement, her agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the agreement. LA Fitness will honor this voluntary cancellation provision of the agreement should she elect to take advantage of it. Otherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.
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 is correct. She was paying $320 per month, not $180. We apologize if there was any confusion about the rate. However, the cancellation provision is designed to protect member from pre-paying for services or to relieve member from her obligation to continue to pay for services she might otherwise not be able to use because of her disability.
It does not, however, entitle member to a refund of services that were available to her but she did not use prior to such a cancellation for disability. Nevertheless, LA Fitness will allow member to use any remaining unused sessions once her doctor clears her for workouts again in the future.
Revdex.com: I received a Phone call from the buisness today and provided the funds are returned as discussed in the alloted time I would consider the issue resolved.
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]
LA Fitness has cancelled the remaining term of member's personal training agreement with no further billing or obligation. We are in the process of refunding $200.00 (refund will be applied to the same account used for payment). Please allow 7-10 business days for the refund to post to member's account.
Management spoke to Ms. [redacted] on 1/12/15 regarding the unauthorizedcharge she incurred. We explained to Ms. [redacted] this is a yearly fee that isbuilt into her membership called an enhancement fee. As a courtesy we haverefunded the $29.00 back to the checking account and advised Ms. [redacted] toexpect this...
charge on a yearly basis. Member understands and is satisfied. Tell us why here...
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and please see my comments below. On 9/7/17 I was contacted by [redacted] (district operations manager for LA Fitness). Well long story short once again I been send to LA Fitness location at 1525 Forest Ave, Staten Island, NY 10302. Manager by the name Jacky again completed LA Fitness PRE Sale agreement and again I been promised that my membership will be active with in 2 business days or latest by Monday 9/11/17. As of now it’s still inactive will check again on Monday. Thank you!I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
At the time of our last response (7/11/15), we extended the expiration date of member's 9 remaining personal training sessions to 1/11/16. We assumed 6 months would have been more than enough time for member to complete her 9 training sessions and did not anticipate that she wouldn't actually begin to resume training 9 months after the fact. We have extended the expiration date an additional 6 months from now to 9/23/16 and member does not need to purchase any additional sessions.
Mangement spoke to [redacted] regarding the cancellation of his monthly billed membership. We agreed to refund $89.85 back to the [redacted] card on file. Refunds take about 5-7 business days to be refunded. Member is satisfied. Thank you.
Management spoke to [redacted] prior to this complaint. [redacted] Paid In Full (PIF) membership agreement. The PIF agreement includes an option for the member to renew the agreement at the current discounted rate upon expiration of the initial term. It does not provide the member with...
the right to purchase a membership at any time in the future at the same rate for the rest of that person’s life.
Here, [redacted] PIF membership ended in January 2014. He did not renew the membership at that time at the special renewal rate. However, he then wanted to take advantage of this preferred renewal rate almost a full year later in December 2014. By that time, this renewal rate was no longer available to [redacted] because he had let his membership lapse, rather than renew it.
However, as a courtesy, instead of paying the normal rate for a new membership, he was given the option of renewing his expired membership at the old renewal rate, but such a renewal has to be treated like a true renewal, meaning in this case it attached back to the original date it was up for renewal (January 2015). Thus, [redacted] had the choice, and LA Fitness will continue to provide him with the choice, of either doing his preferred 2-year renewal rate based on the date of his original membership expiration, January 2015 (with the two-year membership expiring in January 2017) or simply purchasing a new membership at the current rates.
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. Once I have successfully received my refund in 5-7 business days, I will consider this complaint resolved.
Regards,
[redacted]
Management has contacted the Non-Member regarding their concerns. We have yet to receive a return call. No action will be taken at this time. Thank you.
I requested personal training for 3 to 4 months and I was under the impression that I was enrolling for training on a month to month basis. The sales rep with LA Fitness did not disclose that I was signing a contract, especially for a year. I would not have agreed to a term for that length of time. I was deliberately mislead. LA Fitness did not provide me with a copy of the paperwork nor did they discuss any of the contents or I would have not agreed.
I was told signing there reader was to debit my account on a month to month basis. All of this was deceptive business practices. In addition to this fraud, LA Fitness does not employ trainers that are available in my 'grouping', so there were no available trainers for me to work with, which is one reason I have 11 unused sessions. I have provided a dr's note as requested from customer service, however, they choose to ignore it. I am not interested in continuing my membership or training as I would never trust any information provided by them.
This company should take responsibility for the deceptive practices of an employees that was attempting to get an incentive regardless of whether they are still employed or not, but it seems they have no problem with these practices, especially where the senior population is concerned.
As a customer courtesy, management agreed to process a full refund in the amount of $86.98. The refund was processed on 8-23-2016 going back to the [redacted] card on file. Refunds typically take about 7-10 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 1/7/16 (the “Initial Term”). Member paid a total of $710.00 up front, which included the processing fee and payment...
for the first month of personal training services. She further agreed to make 11 more payments, in the amount of $660.00 each, every month, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement.
Her Agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the Agreement. This provision is clearly outlined on page 2 of her Agreement. In addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of her personal training agreement with the initial term of 12 months and the voluntary cancellation provision.
This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature and initials on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response). Member’s personal training services agreement specifically provided her with a 10-day right to cancel if these terms did not match her understanding (or for any reason) for a full refund.
However, she did not take advantage of this option within the rescission period. Thus, under the clear and explicit terms of the Agreement, she is not entitled to terminate the Agreement and abandon her contractual obligations (which were very clearly spelled out for her and acknowledged by her) early without a fee. If member no longer wishes to continue with her valid Agreement, LA Fitness will honor the voluntary cancellation provision of her Agreement should she elect to take advantage of it.
Otherwise, member should be expected to honor her agreement as LA Fitness stands ready to continue to provide the services for which she contracted.
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.
First of all, thanks for your letter for dealing our issue. We appreciate your kindly concern as customer service to the members. There are still something to be clarified for the early contents.
We paid the amount of money because the sales manager told us he gave us 4 TIMES plus 7 TIMES bonus sessions, which means we could get 7 TIMES of sessions FREE. However, at the first month, we scheduled with the personal trainer for 4TIMES, in the following month, LA fitness began to deduct extra 160 dollars, as we thought the sales manager promised to give us 7 TIMES sessions free, we went to talk to him about this and he told us the reason why we were charged was we didn't finish the 11 TIMES training within a month, so the bonus sessions were not free anymore.
This was very unreasonable , but in this case, we accepted his explanation, and told him we would not book any of the sessions after we finished the remained training within the following month. He told us we would not be charged anymore after the remaining sessions. So we tried our best to finish the sessions before Aug 24th. However, after the training, we were still charged $ 160. Until that, we found out this was a trap, we found we signed a year-long contract. Then, we started to look up the experiences of other customers sharing online, they have reported the same issue and many of them were facing this kind of problem. Also, during our training, the sales manager asked us to upgrade two more times a week, which means he wanted us to spend more money on the training. But we refused that, we still have that message sending from him on the phone.
After they charged us 160 dollars again on Sept, we called our bank to stop the payment to LA fitness, as we thought the LA fitness could do nothing to cancel our contract and there was no use to argue with the sales manager. However, they still found the way to deduct the money from our account, which was very strange and creepy, we just have no idea how they get into our account and take the money out.
We didn't use the training sessions in Sept and Oct at all, which should not have existed based on the argument above, so we asked the LA fitness to refund our money immediately. We have accepted the saying that we didn't finish the 11 courses in a month, and we accepted to pay, so we only asked them to refund us 320 dollars and cancel the rest of our personal training sessions.
We know that there is a contract representing there and they have every reason to say the fault is on us, however, we are just telling the truth with every detail happened in the last few months.The only thing we want to say is, cancel our contract and refund our money please. We don't want to argue with them anymore,because this takes too much time and had troubled us for 3 months.
Thank you for the listening, we don't want to mass up things, we just felt this was totally unfair if they blame us for the fault.
Regards,[redacted]
Management spoke to [redacted] on 10/10/14 regarding her monthly billed membership. As a former Personal trainer we exercise the right to no longer allow former employees to utilize our facilities. We understand that [redacted] may not agree with this decision however our...
decision will stand. As a courtesy we have
issued a full refund in the amount of $328.93 back to the [redacted] card. Refunds take about 5-7 business days to be refunded back. [redacted] understands and
is satisfied. Thank you.
There is no provision in member’s personal training agreement that entitles her to terminate the agreement early if she moves, regardless of how far it may be from an LA Fitness location. However, rather than force our members to complete the entire term of their commitment if their circumstances...
change, their personal training agreement includes a voluntary termination provision that allows the member the option to cancel at any time, for any reason, by paying only half of the remaining balance due under their contract. LA Fitness includes this provision specifically for such a circumstance. LA Fitness will honor this provision of member’s agreement should she elect to take advantage of it.
Management spoke to [redacted] on 3/18/15 regarding her concerns with the additional Kids Klub membership that was joined on 9/15/2012. [redacted] will not accept responsibility for authorizing this membership. Although we have a signed agreement and she is not owed a refund. After much...
discussion we have agreed to refund in the amount of $145 back to the [redacted] card on file and an immediate cancellation has been processed. Refunds take about 5-7 business days to be refunded back. Member is satisfied. Thank you.
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 12 months, beginning 1/19/16. Our records do not indicate that member had any issues scheduling sessions with the available personal trainers on staff....
She scheduled and/or trained consistently from the time she enrolled up until 4/13/16, presumably when she relocated her residency.
There is no provision in her personal training agreement that entitles her to terminate her agreement early if she moves. It should be noted however, that we have 2 locations approximately 10-11 miles from her new residence where we can continue to provide member with the services for which she contracted.
Nevertheless, if member no longer wishes to continue with her valid agreement, her agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the agreement. LA Fitness will honor this voluntary cancellation provision of the agreement should she elect to take advantage of it. Otherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.
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 is correct. She was paying $320 per month, not $180. We apologize if there was any confusion about the rate. However, the cancellation provision is designed to protect member from pre-paying for services or to relieve member from her obligation to continue to pay for services she might otherwise not be able to use because of her disability.
It does not, however, entitle member to a refund of services that were available to her but she did not use prior to such a cancellation for disability. Nevertheless, LA Fitness will allow member to use any remaining unused sessions once her doctor clears her for workouts again in the future.
Revdex.com: I received a Phone call from the buisness today and provided the funds are returned as discussed in the alloted time I would consider the issue resolved.
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]
LA Fitness has cancelled the remaining term of member's personal training agreement with no further billing or obligation. We are in the process of refunding $200.00 (refund will be applied to the same account used for payment). Please allow 7-10 business days for the refund to post to member's account.
Management spoke to Ms. [redacted] on 1/12/15 regarding the unauthorizedcharge she incurred. We explained to Ms. [redacted] this is a yearly fee that isbuilt into her membership called an enhancement fee. As a courtesy we haverefunded the $29.00 back to the checking account and advised Ms. [redacted] toexpect this...
charge on a yearly basis. Member understands and is satisfied. Tell us why here...
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and please see my comments below. On 9/7/17 I was contacted by [redacted] (district operations manager for LA Fitness). Well long story short once again I been send to LA Fitness location at 1525 Forest Ave, Staten Island, NY 10302. Manager by the name Jacky again completed LA Fitness PRE Sale agreement and again I been promised that my membership will be active with in 2 business days or latest by Monday 9/11/17. As of now it’s still inactive will check again on Monday. Thank you!I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
At the time of our last response (7/11/15), we extended the expiration date of member's 9 remaining personal training sessions to 1/11/16. We assumed 6 months would have been more than enough time for member to complete her 9 training sessions and did not anticipate that she wouldn't actually begin to resume training 9 months after the fact. We have extended the expiration date an additional 6 months from now to 9/23/16 and member does not need to purchase any additional sessions.
Mangement spoke to [redacted] regarding the cancellation of his monthly billed membership. We agreed to refund $89.85 back to the [redacted] card on file. Refunds take about 5-7 business days to be refunded. Member is satisfied. Thank you.
Management spoke to [redacted] prior to this complaint. [redacted] Paid In Full (PIF) membership agreement. The PIF agreement includes an option for the member to renew the agreement at the current discounted rate upon expiration of the initial term. It does not provide the member with...
the right to purchase a membership at any time in the future at the same rate for the rest of that person’s life.
Here, [redacted] PIF membership ended in January 2014. He did not renew the membership at that time at the special renewal rate. However, he then wanted to take advantage of this preferred renewal rate almost a full year later in December 2014. By that time, this renewal rate was no longer available to [redacted] because he had let his membership lapse, rather than renew it.
However, as a courtesy, instead of paying the normal rate for a new membership, he was given the option of renewing his expired membership at the old renewal rate, but such a renewal has to be treated like a true renewal, meaning in this case it attached back to the original date it was up for renewal (January 2015). Thus, [redacted] had the choice, and LA Fitness will continue to provide him with the choice, of either doing his preferred 2-year renewal rate based on the date of his original membership expiration, January 2015 (with the two-year membership expiring in January 2017) or simply purchasing a new membership at the current rates.
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. Once I have successfully received my refund in 5-7 business days, I will consider this complaint resolved.
Regards,
[redacted]
Management has contacted the Non-Member regarding their concerns. We have yet to receive a return call. No action will be taken at this time. Thank you.
I requested personal training for 3 to 4 months and I was under the impression that I was enrolling for training on a month to month basis. The sales rep with LA Fitness did not disclose that I was signing a contract, especially for a year. I would not have agreed to a term for that length of time. I was deliberately mislead. LA Fitness did not provide me with a copy of the paperwork nor did they discuss any of the contents or I would have not agreed.
I was told signing there reader was to debit my account on a month to month basis. All of this was deceptive business practices. In addition to this fraud, LA Fitness does not employ trainers that are available in my 'grouping', so there were no available trainers for me to work with, which is one reason I have 11 unused sessions. I have provided a dr's note as requested from customer service, however, they choose to ignore it. I am not interested in continuing my membership or training as I would never trust any information provided by them.
This company should take responsibility for the deceptive practices of an employees that was attempting to get an incentive regardless of whether they are still employed or not, but it seems they have no problem with these practices, especially where the senior population is concerned.
As a customer courtesy, management agreed to process a full refund in the amount of $86.98. The refund was processed on 8-23-2016 going back to the [redacted] card on file. Refunds typically take about 7-10 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 1/7/16 (the “Initial Term”). Member paid a total of $710.00 up front, which included the processing fee and payment...
for the first month of personal training services. She further agreed to make 11 more payments, in the amount of $660.00 each, every month, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement.
Her Agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the Agreement. This provision is clearly outlined on page 2 of her Agreement. In addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of her personal training agreement with the initial term of 12 months and the voluntary cancellation provision.
This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature and initials on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response). Member’s personal training services agreement specifically provided her with a 10-day right to cancel if these terms did not match her understanding (or for any reason) for a full refund.
However, she did not take advantage of this option within the rescission period. Thus, under the clear and explicit terms of the Agreement, she is not entitled to terminate the Agreement and abandon her contractual obligations (which were very clearly spelled out for her and acknowledged by her) early without a fee. If member no longer wishes to continue with her valid Agreement, LA Fitness will honor the voluntary cancellation provision of her Agreement should she elect to take advantage of it.
Otherwise, member should be expected to honor her agreement as LA Fitness stands ready to continue to provide the services for which she contracted.
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.
First of all, thanks for your letter for dealing our issue. We appreciate your kindly concern as customer service to the members. There are still something to be clarified for the early contents.
We paid the amount of money because the sales manager told us he gave us 4 TIMES plus 7 TIMES bonus sessions, which means we could get 7 TIMES of sessions FREE. However, at the first month, we scheduled with the personal trainer for 4TIMES, in the following month, LA fitness began to deduct extra 160 dollars, as we thought the sales manager promised to give us 7 TIMES sessions free, we went to talk to him about this and he told us the reason why we were charged was we didn't finish the 11 TIMES training within a month, so the bonus sessions were not free anymore.
This was very unreasonable , but in this case, we accepted his explanation, and told him we would not book any of the sessions after we finished the remained training within the following month. He told us we would not be charged anymore after the remaining sessions. So we tried our best to finish the sessions before Aug 24th. However, after the training, we were still charged $ 160. Until that, we found out this was a trap, we found we signed a year-long contract. Then, we started to look up the experiences of other customers sharing online, they have reported the same issue and many of them were facing this kind of problem. Also, during our training, the sales manager asked us to upgrade two more times a week, which means he wanted us to spend more money on the training. But we refused that, we still have that message sending from him on the phone.
After they charged us 160 dollars again on Sept, we called our bank to stop the payment to LA fitness, as we thought the LA fitness could do nothing to cancel our contract and there was no use to argue with the sales manager. However, they still found the way to deduct the money from our account, which was very strange and creepy, we just have no idea how they get into our account and take the money out.
We didn't use the training sessions in Sept and Oct at all, which should not have existed based on the argument above, so we asked the LA fitness to refund our money immediately. We have accepted the saying that we didn't finish the 11 courses in a month, and we accepted to pay, so we only asked them to refund us 320 dollars and cancel the rest of our personal training sessions.
We know that there is a contract representing there and they have every reason to say the fault is on us, however, we are just telling the truth with every detail happened in the last few months.The only thing we want to say is, cancel our contract and refund our money please. We don't want to argue with them anymore,because this takes too much time and had troubled us for 3 months.
Thank you for the listening, we don't want to mass up things, we just felt this was totally unfair if they blame us for the fault.
Regards,[redacted]
Management spoke to [redacted] on 10/10/14 regarding her monthly billed membership. As a former Personal trainer we exercise the right to no longer allow former employees to utilize our facilities. We understand that [redacted] may not agree with this decision however our...
decision will stand. As a courtesy we have
issued a full refund in the amount of $328.93 back to the [redacted] card. Refunds take about 5-7 business days to be refunded back. [redacted] understands and
is satisfied. Thank you.
There is no provision in member’s personal training agreement that entitles her to terminate the agreement early if she moves, regardless of how far it may be from an LA Fitness location. However, rather than force our members to complete the entire term of their commitment if their circumstances...
change, their personal training agreement includes a voluntary termination provision that allows the member the option to cancel at any time, for any reason, by paying only half of the remaining balance due under their contract. LA Fitness includes this provision specifically for such a circumstance. LA Fitness will honor this provision of member’s agreement should she elect to take advantage of it.