Our District Vice President, [redacted] R., spoke to members regarding their concernsWe upgraded their memberships from Single Club to Multi Club access and they have agreed to continue training with a different personal trainer at another one of our club locations [redacted] also reviewed the terms of the personal training agreement and program details with themMembers understand that their program includes one-on-one personal training sessions per month (with bonus sessions on the account) and that their trainer will write out workouts for them to follow on their days off (using studiozone virtual trainer for guidance)
Member had until 11/23/to cancel his personal training agreement for a full refundHowever, as outlined in our initial response, he did not do so within the rescission period allotted to himIn fact, our records reflect that he used the club several times before then on 11/7/16, 11/11/and 11/19/It should also be noted that our Personal Training Director, [redacted] *., called member on 10/24/and 11/8/to follow up with him and help him schedule his personal training sessionsMember mentioned on 10/24/that he had no yet trained because he had been busy but that he was keeping in contact with [redacted] (the personal trainer he was assigned) and that he would schedule with him that weekOn 11/8/16, member stated that he still hadn’t scheduled a training sessions because it had been hectic with the newborn but that he would make it in to train the following weekMember had numerous opportunities to express his desire to cancel but there was no mention of his intent to cancel on any of his club visits or phone calls with [redacted] prior to 11/23/Thus, he is not entitled to a refund or to terminate the agreement and abandon his contractual obligations early without a fee
LA Fitness cancelled member's personal training agreement with no further billing or obligation and processed a refund in the amount of $(refund applied to the same account used for payment)
Management spoke to [redacted] *** regarding the cancellationof [redacted] membershipWe confirmed the cancellation has beenprocessed and no further billing will occurMember appreciated the follow up.Thank you
Our District Vice President has been in contact with member regarding her concernsWe had a certified personal trainer available to continue to train member on MondaysHowever, member did not want to continue with the service and elected to take advantage of the voluntary cancellation provision afforded to her in her personal training agreementShe paid the cancellation fee on 3/14/and we cancelled the remaining term of her personal training agreement accordingly
Management spoke to [redacted] on 10/13/regarding the cancellation of his monthly billed membership and the last months dues prepaidMember was under the impression when he prepaid his last month at the time of joining it would be refunded should he chose to cancel and not utilize the facility Member was misinformed regarding last months pre paid dues, however as a courtesy a refund in the amount of $has been refunded back to the MasterCardrefunds take about 5-business days to be refundedMember is satisfiedThank you
Upon sign up, member only wanted to train with one specific personal trainerAfter that trainer left the company, member had no interest in training with any of the other trainers on staffHowever, member purchased personal training services from LA Fitness, but not the services of any specific individual trainerHe understands that he may be assigned to several different trainers over the course of his personal training programThus, the fact that a specific trainer that member want to work with was no longer with the company did not entitle him to terminate the agreement early without a feeUpon speaking to our Regional Vice President, [redacted] , member informed [redacted] that he would complete the remaining term of his personal training agreement if we would allow his sister to use the sessionsWe made this exception and gave [redacted] Gaccess to his training sessionsPlease note that we were not contractually obligated to provide this remedy, but this was done as a customer service consideration for our memberAt no time, however, did [redacted] inform member that we would cancel his personal training agreement after he made more paymentsIf member no longer wishes to continue with the remaining term of his agreement, his agreement includes a voluntary cancelation provision, which affords him the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the agreementLA Fitness will honor this cancellation provision of the agreement should he elect to take advantage of itOtherwise, he should be expected to honor his agreement as LA Fitness stands ready to provide to ***, or to him should he elect to rejoin, the services for which he contracted
LA Fitness appreciates member's feedback and we apologize as this is not the experience we want any of our members to have. Our District Vice President, [redacted] *., has attempted to contact member by phone to address his concerns but has not received a response. We encourage member to return... ***'s call for further assistance.
Management spoke to Ms [redacted] on 11/24/14regarding the cancellation of her monthly billed membershipPer her request a cancellationwas processed and no further billing will occurHowever, as a courtesy we havewaived the balance In the amount of $34.99, no further balance is owedMemberis satisfiedThank you
Management spoke to [redacted] on 10/15/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 $has been waived and no further balance is owedThank you
Management spoke with Ms [redacted] regarding the cancellation of her paid in full membershipAs a courtesy, Management agreed to honor a prorated refund as soon as he receives relocation documentationManagement provided his email so that she can send him proof of relocation when she is ready to relocateWe believe this matter to be resolvedThank 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 know that the business has already taken the necessary steps to place its intended response into action, and I appreciate that they have taken these appropriate measures in a timely manner As such, I consider this complaint resolvedThank you again for your time and assistance Warm Regards, [redacted]
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 locationHowever, 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 contractLA Fitness includes this provision specifically for such a circumstanceLA Fitness will honor this provision of member’s agreement should she elect to take advantage of it
LA Fitness received the letter from member’s physician verifying disabilityWe cancelled the remaining term of her personal training agreement accordingly and processed refunds for September and October’s dues payments (refunds applied to the same account used for payment)Please allow 5-business days for the refunds to post to the account
Management spoke to [redacted] on 3/26/regarding the closer of our [redacted] locationWe apologized for any miscommunication regarding the club closure and assured [redacted] that her monthly dues will not be charged until a new location is open [redacted] is able to utilize any other location should she wish to do so during this time Member is satisfied with the follow upThank you
Management spoke to [redacted] regarding her monthly billed fitness membershipWe apologized for the excessive calls regarding updating her billing informationWe strive to ensure our members are current with their membership duesDuring this time her membership has been updated and is in good standingWe also address her concerns regarding the Sauna at the [redacted] locationShe has been informed that repairs are scheduled for 2/8/Member is satisfiedThank you
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
Management has made several attempts to contact [redacted] and we have yet to receive a return callWe encourage him to do so in order to discuss his concerns furtherThank you
RevDex.com: I have reviewed the response made by the business in reference to... complaint ID [redacted] , and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, [redacted]
Our District Vice President, [redacted] R., spoke to members regarding their concernsWe upgraded their memberships from Single Club to Multi Club access and they have agreed to continue training with a different personal trainer at another one of our club locations [redacted] also reviewed the terms of the personal training agreement and program details with themMembers understand that their program includes one-on-one personal training sessions per month (with bonus sessions on the account) and that their trainer will write out workouts for them to follow on their days off (using studiozone virtual trainer for guidance)
Member had until 11/23/to cancel his personal training agreement for a full refundHowever, as outlined in our initial response, he did not do so within the rescission period allotted to himIn fact, our records reflect that he used the club several times before then on 11/7/16, 11/11/and 11/19/It should also be noted that our Personal Training Director, [redacted] *., called member on 10/24/and 11/8/to follow up with him and help him schedule his personal training sessionsMember mentioned on 10/24/that he had no yet trained because he had been busy but that he was keeping in contact with [redacted] (the personal trainer he was assigned) and that he would schedule with him that weekOn 11/8/16, member stated that he still hadn’t scheduled a training sessions because it had been hectic with the newborn but that he would make it in to train the following weekMember had numerous opportunities to express his desire to cancel but there was no mention of his intent to cancel on any of his club visits or phone calls with [redacted] prior to 11/23/Thus, he is not entitled to a refund or to terminate the agreement and abandon his contractual obligations early without a fee
LA Fitness cancelled member's personal training agreement with no further billing or obligation and processed a refund in the amount of $(refund applied to the same account used for payment)
Management spoke to [redacted] *** regarding the cancellationof [redacted] membershipWe confirmed the cancellation has beenprocessed and no further billing will occurMember appreciated the follow up.Thank you
Our District Vice President has been in contact with member regarding her concernsWe had a certified personal trainer available to continue to train member on MondaysHowever, member did not want to continue with the service and elected to take advantage of the voluntary cancellation provision afforded to her in her personal training agreementShe paid the cancellation fee on 3/14/and we cancelled the remaining term of her personal training agreement accordingly
Management spoke to [redacted] on 10/13/regarding the cancellation of his monthly billed membership and the last months dues prepaidMember was under the impression when he prepaid his last month at the time of joining it would be refunded should he chose to cancel and not utilize the facility Member was misinformed regarding last months pre paid dues, however as a courtesy a refund in the amount of $has been refunded back to the MasterCardrefunds take about 5-business days to be refundedMember is satisfiedThank you
Upon sign up, member only wanted to train with one specific personal trainerAfter that trainer left the company, member had no interest in training with any of the other trainers on staffHowever, member purchased personal training services from LA Fitness, but not the services of any specific individual trainerHe understands that he may be assigned to several different trainers over the course of his personal training programThus, the fact that a specific trainer that member want to work with was no longer with the company did not entitle him to terminate the agreement early without a feeUpon speaking to our Regional Vice President, [redacted] , member informed [redacted] that he would complete the remaining term of his personal training agreement if we would allow his sister to use the sessionsWe made this exception and gave [redacted] Gaccess to his training sessionsPlease note that we were not contractually obligated to provide this remedy, but this was done as a customer service consideration for our memberAt no time, however, did [redacted] inform member that we would cancel his personal training agreement after he made more paymentsIf member no longer wishes to continue with the remaining term of his agreement, his agreement includes a voluntary cancelation provision, which affords him the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the agreementLA Fitness will honor this cancellation provision of the agreement should he elect to take advantage of itOtherwise, he should be expected to honor his agreement as LA Fitness stands ready to provide to ***, or to him should he elect to rejoin, the services for which he contracted
LA Fitness appreciates member's feedback and we apologize as this is not the experience we want any of our members to have. Our District Vice President, [redacted] *., has attempted to contact member by phone to address his concerns but has not received a response. We encourage member to return... ***'s call for further assistance.
[redacted] card ending in [redacted] was removed and replaced with a [redacted] ending in [redacted] that member provided to LA Fitness on 8/3/
Management spoke to Ms [redacted] on 11/24/14regarding the cancellation of her monthly billed membershipPer her request a cancellationwas processed and no further billing will occurHowever, as a courtesy we havewaived the balance In the amount of $34.99, no further balance is owedMemberis satisfiedThank you
Management spoke to [redacted] on 10/15/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 $has been waived and no further balance is owedThank you
Management spoke with Ms [redacted] regarding the cancellation of her paid in full membershipAs a courtesy, Management agreed to honor a prorated refund as soon as he receives relocation documentationManagement provided his email so that she can send him proof of relocation when she is ready to relocateWe believe this matter to be resolvedThank 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 know that the business has already taken the necessary steps to place its intended response into action, and I appreciate that they have taken these appropriate measures in a timely manner As such, I consider this complaint resolvedThank you again for your time and assistance Warm Regards, [redacted]
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 locationHowever, 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 contractLA Fitness includes this provision specifically for such a circumstanceLA Fitness will honor this provision of member’s agreement should she elect to take advantage of it
LA Fitness received the letter from member’s physician verifying disabilityWe cancelled the remaining term of her personal training agreement accordingly and processed refunds for September and October’s dues payments (refunds applied to the same account used for payment)Please allow 5-business days for the refunds to post to the account
Management spoke to [redacted] on 3/26/regarding the closer of our [redacted] locationWe apologized for any miscommunication regarding the club closure and assured [redacted] that her monthly dues will not be charged until a new location is open [redacted] is able to utilize any other location should she wish to do so during this time Member is satisfied with the follow upThank you
Management spoke to [redacted] regarding her monthly billed fitness membershipWe apologized for the excessive calls regarding updating her billing informationWe strive to ensure our members are current with their membership duesDuring this time her membership has been updated and is in good standingWe also address her concerns regarding the Sauna at the [redacted] locationShe has been informed that repairs are scheduled for 2/8/Member is satisfiedThank you
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
Management has made several attempts to contact [redacted] and we have yet to receive a return callWe encourage him to do so in order to discuss his concerns furtherThank 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]