Management has made several attempts to contact [redacted] regarding the incident that occurred with his headphones. We have not received a return call. Should he wish to discuss this further we encourage him to return our call or contact his home club. Thank you.
Revdex.com:
Since initiating complaint, the business agreed to refund the disputed funds and recently did so. I consider the matter resolved.
Regards,
[redacted]
Management spoke to [redacted] regarding her grandson [redacted] fitness membership. We apologize for the experience she had with speaking to the General Manger. It was agreed upon to issue a refund for the July billing in the amount of $49.95 back to the [redacted] card. Refunds take about 5-7...
business days to be refunded. Guest privileges have been removed. She is aware of the next date and that going forward the monthly dues are now $29.95 a month. We believe this matter to be resolved. Thank you
Management contacted [redacted] regarding the cancellation of his monthly dues membership. [redacted] stated he attempted to cancel this membership previously.
However, we have no record of receipt of such a cancellation request. LA Fitness provides members with the option to cancel their...
membership at any location between the hours of 8AM-5PM Monday through Friday, but we strongly advise that member's 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.
As a courtesy, a cancellation was completed and we have also agreed to a refund back to his [redacted] card on file in the amount of $60. Refunds typically take 5-7 business days to complete.
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.When I signed up with LA Fitness in 2014, the account was in my name. Last March their representative recommended us to switch to another program but changed account name without clearly informed me that account name was changed. This caused me not be able to get reimbursed from my company. I asked they either help me to get reimbursed or give me partial credit. As their response was late, I have missed the deadline to get company reimbursement. They did not say anything about providing me a credit in their response.
Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I would be willing to pay the 25% of the remaining balance of my contract. No one has conwill 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.I was recently revoked from membership after telling an employee that I was reporting him to the corporate office. I have witness on the LA Fitness staff that will attest to this and confirm this. He followed me into the bathroom repeatedly yelling at me to show my membershipcard because he did not see me sign in. Now I contacted corporate and because he lied and said I threatened him my membership is being revoked. He knew how to manipulate what the truth was in order to revoke my membership. I would like some help with this it is aterrible way to deal with a customer especially after I have an employee of your company backing me up. ?The above was an email I sent to the company.The truth of the matter is [redacted] lied and said I threatened him only after the fact that I told him I was reporting him to corporate. He was rude and disrespectful after "not seeing me sign in" but in fact I did sign in I was at the gym for 2 hours before he "didn't see me sign in". I saw him during my workout and said hello. I had walked to the front desk to take a phone call in the middle of my workout, the people at the front were not paying attention and assumed I was trying to sneak in and screamed at me continuously while I was on the phone after asking them to "stop screaming I would get my membership card from the locker room because I was already signed in" [redacted] an employee told them to leave me alone I am a member and [redacted] being the rude big shot followed me and harassed me the whole time. I retrieved my membership card signed in and spoke to [redacted] and asked her what to do about [redacted] unprofessional conduct.She told me to call corporate I called and told them. Then I informed [redacted] that I called corporate, it was at this time (a period of 15-20 minutes) that his story changed to me saying I threatened him. I asked the supervisors to check the video surveillance to show what actually happened and had statements from members saying [redacted] followed me and harassed me in the bathroom. The employee lied in order to save himself for his conduct and his supervisors (friends) backed him up disregarding the advice of [redacted] the GM of the LA Fitness on [redacted] the vidoe survailance and the testimony of other members. What they did was wrong and I will not stop and already started the process for a lawsuit. They are wrong and I will see to it my membership is reinstated.Regards,
[redacted]
LA Fitness provides members with the option to cancel at any LA Fitness location between the hours of 8 AM-5 PM on Monday through Friday, but we strongly encourage members to send a written cancellation request via certified mail to ensure return-receipt. Our cancellation policy is not designed to...
make it difficult for our members to cancel, but to ensure cancellations are handled properly. Nevertheless, we have cancelled member's personal training membership with no further billing.
[redacted] signed a 12 month Personal Training Contract on 8/23/2016. The Contract allows for a voluntary cancelation at any time, for any reason, by paying only half of the remaining balance due at the time of cancelling (“termination fee”). This provision is clearly outlined on page 2 of the agreement. In addition, her agreement included a New Client Checklist which outlined key terms, including his acknowledgement that she received and read a copy of his 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). Thus, under the clear and explicit terms of the Agreement, member is not entitled to a refund or 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.
Nevertheless, Our District Vice President [redacted]. contacted [redacted] and discussed several resolution options. We agreed to relieve [redacted] of her obligation to the remaining agreement term and waived the standard early termination fee, which would have been half of the remaining agreement balance. Additionally, LA Fitness will not pursue her for the outstanding balance of $1,600 owed to satisfy the contracted term, but a refund is simply not warranted in this case. We believe this to be a fair and reasonable resolution to this issue.
Management contacted Ms. [redacted] regarding her concerns with her experience at our Northshore location. Ms. [redacted] alleges that local management acted in an unprofessional manner when handling an incident involving Ms. [redacted] and another member. LA Fitness strives to provide excellent customer service...
including a clean and safe environment for all our members. We regret that Ms. [redacted] came away from her experience wanting to cancel her membership due to the actions of another member. As a courtesy, we have cancelled her prepaid membership and agreed to refund $436.67 to the Visa card on file. Typically refunds take 5-7 business days to be completed. As a result, we believe this issue has been resolved to Ms. [redacted]’s satisfaction. Thank you.
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 52 weeks, beginning 10/24/14 (the “Initial Term”). He paid a total of $339.00 up front, which included the processing fee and payment for the first...
four weeks of personal training sessions. He further agreed to make 12 more payments, in the amount of $280.00 each, every four weeks, beginning 11/21/14, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of his agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule outlining these terms. Member’s personal training agreement also includes a voluntary cancelation provision, which affords him the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the agreement. This provision is clearly outlined on page 2 of his agreement. In addition, his agreement included a New Client Checklist which outlined key terms, including his acknowledgement that he received and read a copy of his personal training agreement, the initial term of 52 weeks and the voluntary cancelation provision. This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response). His personal training services agreement specifically provided him with a 10-day right to cancel if these terms did not match his understanding (or for any reason) for a full refund. However, he did not take advantage of this option within the rescission period. Thus, he is not entitled to a refund or to terminate the agreement early without a fee. It should also be noted that we offered to reduce the cancellation fee from 50% down to 33% of the remaining agreement balance. We were not contractually obligated to do so, but this was done as a customer service consideration for our member. However, he elected not to take advantage of the offer at this time. LA Fitness remains willing to honor the reduced cancellation fee should he elect to take advantage of it. Otherwise, member should be expected to honor his agreement as LA Fitness stands ready to provide the services for which he contracted.
Management spoke to [redacted] regarding the cancellation of his monthly billed fitness membership. He claims to have mailed in a cancellation request over a month ago. Our records indicate we did not receive such request. However, as a courtesy an immediate cancellation has been processed with no...
further billing and the balance in the amount of $34.99 has been waived. Member is satisfied. Thank you
Member's personal training agreement has been cancelled with no further billing or obligation and a refund in the amount of $180.00 was processed on 1/20/17 (refund applied to the same account used for payment).
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]
Management has made several attempts to contact [redacted] in regards to the cancellation of her monthly billed fitness membership. Our records indicate we have not received a cancelaltion request. LA
Fitness provides members with the option to cancel their membership at any
location between the...
hours of 8-5 Monday thru Friday, but we strongly advise that
member’s 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. As a courtesy an immediate cancellation has been processed and no further billing will occur. We believe this matter to be resolved. Thank you
Management spoke to [redacted] on 5/15/15 regarding the cancellation of her monthly billed membership. Per her request an immediate cancellation was processed and the balance In the amount of $34.95 was waived. Member is satisfied. 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 11/2/15 (the “Initial Term”). Member paid a total of $350.00 up front, which included the, processing fee and...
payment for the first month of personal training services. She further agreed to make 11 more consecutive monthly payments, in the amount of $300.00, beginning 12/2/15, 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.
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, 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. 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).
Additionally, Member’s personal training services agreement specifically provided her with a 3-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. It should also be noted that member’s daughter was an employee of LA Fitness at the time that she enrolled. Thus, LA Fitness has some skepticism when she charged, more than 10 months later in the complaint filed with your office, that the contract is fraudulent. Under the clear and explicit terms of the Agreement, member is not entitled to a refund let alone terminate the Agreement and abandon her contractual obligations (which were very clearly spelled out for her and acknowledged by her) early without a fee.
Nevertheless, as of the time of this response, member has disputed the payments with her bank, having not made any of the payments owed since 6/2/16, and defaulted on the agreement term. Since it is apparent that she now has no intention to fulfill her contractual obligation to the remaining personal training agreement term, we have released her from this obligation to make the remaining payments due under her agreement.
Additionally, LA Fitness will not pursue her for the outstanding balance she 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.
Management has made several attempts to contact [redacted] regarding the incident that occurred with his headphones. We have not received a return call. Should he wish to discuss this further we encourage him to return our call or contact his home club. Thank you.
Our District Manager contacted member to clear up any confusion. She understands now that she will not be charged for any more training dues.
Revdex.com:
Since initiating complaint, the business agreed to refund the disputed funds and recently did so. I consider the matter resolved.
Regards,
[redacted]
Management spoke to [redacted] regarding her grandson [redacted] fitness membership. We apologize for the experience she had with speaking to the General Manger. It was agreed upon to issue a refund for the July billing in the amount of $49.95 back to the [redacted] card. Refunds take about 5-7...
business days to be refunded. Guest privileges have been removed. She is aware of the next date and that going forward the monthly dues are now $29.95 a month. We believe this matter to be resolved. Thank you
Management contacted [redacted] regarding the cancellation of his monthly dues membership. [redacted] stated he attempted to cancel this membership previously.
However, we have no record of receipt of such a cancellation request. LA Fitness provides members with the option to cancel their...
membership at any location between the hours of 8AM-5PM Monday through Friday, but we strongly advise that member's 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.
As a courtesy, a cancellation was completed and we have also agreed to a refund back to his [redacted] card on file in the amount of $60. Refunds typically take 5-7 business days to complete.
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.When I signed up with LA Fitness in 2014, the account was in my name. Last March their representative recommended us to switch to another program but changed account name without clearly informed me that account name was changed. This caused me not be able to get reimbursed from my company. I asked they either help me to get reimbursed or give me partial credit. As their response was late, I have missed the deadline to get company reimbursement. They did not say anything about providing me a credit in their response.
Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I would be willing to pay the 25% of the remaining balance of my contract. No one has conwill 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.I was recently revoked from membership after telling an employee that I was reporting him to the corporate office. I have witness on the LA Fitness staff that will attest to this and confirm this. He followed me into the bathroom repeatedly yelling at me to show my membershipcard because he did not see me sign in. Now I contacted corporate and because he lied and said I threatened him my membership is being revoked. He knew how to manipulate what the truth was in order to revoke my membership. I would like some help with this it is aterrible way to deal with a customer especially after I have an employee of your company backing me up. ?The above was an email I sent to the company.The truth of the matter is [redacted] lied and said I threatened him only after the fact that I told him I was reporting him to corporate. He was rude and disrespectful after "not seeing me sign in" but in fact I did sign in I was at the gym for 2 hours before he "didn't see me sign in". I saw him during my workout and said hello. I had walked to the front desk to take a phone call in the middle of my workout, the people at the front were not paying attention and assumed I was trying to sneak in and screamed at me continuously while I was on the phone after asking them to "stop screaming I would get my membership card from the locker room because I was already signed in" [redacted] an employee told them to leave me alone I am a member and [redacted] being the rude big shot followed me and harassed me the whole time. I retrieved my membership card signed in and spoke to [redacted] and asked her what to do about [redacted] unprofessional conduct.She told me to call corporate I called and told them. Then I informed [redacted] that I called corporate, it was at this time (a period of 15-20 minutes) that his story changed to me saying I threatened him. I asked the supervisors to check the video surveillance to show what actually happened and had statements from members saying [redacted] followed me and harassed me in the bathroom. The employee lied in order to save himself for his conduct and his supervisors (friends) backed him up disregarding the advice of [redacted] the GM of the LA Fitness on [redacted] the vidoe survailance and the testimony of other members. What they did was wrong and I will not stop and already started the process for a lawsuit. They are wrong and I will see to it my membership is reinstated.Regards,
[redacted]
LA Fitness provides members with the option to cancel at any LA Fitness location between the hours of 8 AM-5 PM on Monday through Friday, but we strongly encourage members to send a written cancellation request via certified mail to ensure return-receipt. Our cancellation policy is not designed to...
make it difficult for our members to cancel, but to ensure cancellations are handled properly. Nevertheless, we have cancelled member's personal training membership with no further billing.
[redacted] signed a 12 month Personal Training Contract on 8/23/2016. The Contract allows for a voluntary cancelation at any time, for any reason, by paying only half of the remaining balance due at the time of cancelling (“termination fee”). This provision is clearly outlined on page 2 of the agreement. In addition, her agreement included a New Client Checklist which outlined key terms, including his acknowledgement that she received and read a copy of his 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). Thus, under the clear and explicit terms of the Agreement, member is not entitled to a refund or 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.
Nevertheless, Our District Vice President [redacted]. contacted [redacted] and discussed several resolution options. We agreed to relieve [redacted] of her obligation to the remaining agreement term and waived the standard early termination fee, which would have been half of the remaining agreement balance. Additionally, LA Fitness will not pursue her for the outstanding balance of $1,600 owed to satisfy the contracted term, but a refund is simply not warranted in this case. We believe this to be a fair and reasonable resolution to this issue.
Management contacted Ms. [redacted] regarding her concerns with her experience at our Northshore location. Ms. [redacted] alleges that local management acted in an unprofessional manner when handling an incident involving Ms. [redacted] and another member. LA Fitness strives to provide excellent customer service...
including a clean and safe environment for all our members. We regret that Ms. [redacted] came away from her experience wanting to cancel her membership due to the actions of another member. As a courtesy, we have cancelled her prepaid membership and agreed to refund $436.67 to the Visa card on file. Typically refunds take 5-7 business days to be completed. As a result, we believe this issue has been resolved to Ms. [redacted]’s satisfaction. Thank you.
Member paid the reduced cancellation fee on 5/14/15 and we cancelled the remaining term of her personal training agreement accordingly.
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 52 weeks, beginning 10/24/14 (the “Initial Term”). He paid a total of $339.00 up front, which included the processing fee and payment for the first...
four weeks of personal training sessions. He further agreed to make 12 more payments, in the amount of $280.00 each, every four weeks, beginning 11/21/14, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of his agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule outlining these terms. Member’s personal training agreement also includes a voluntary cancelation provision, which affords him the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the agreement. This provision is clearly outlined on page 2 of his agreement. In addition, his agreement included a New Client Checklist which outlined key terms, including his acknowledgement that he received and read a copy of his personal training agreement, the initial term of 52 weeks and the voluntary cancelation provision. This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response). His personal training services agreement specifically provided him with a 10-day right to cancel if these terms did not match his understanding (or for any reason) for a full refund. However, he did not take advantage of this option within the rescission period. Thus, he is not entitled to a refund or to terminate the agreement early without a fee. It should also be noted that we offered to reduce the cancellation fee from 50% down to 33% of the remaining agreement balance. We were not contractually obligated to do so, but this was done as a customer service consideration for our member. However, he elected not to take advantage of the offer at this time. LA Fitness remains willing to honor the reduced cancellation fee should he elect to take advantage of it. Otherwise, member should be expected to honor his agreement as LA Fitness stands ready to provide the services for which he contracted.
Management spoke to [redacted] regarding the cancellation of his monthly billed fitness membership. He claims to have mailed in a cancellation request over a month ago. Our records indicate we did not receive such request. However, as a courtesy an immediate cancellation has been processed with no...
further billing and the balance in the amount of $34.99 has been waived. Member is satisfied. Thank you
Our previous response still stands. Thank you
Member's personal training agreement has been cancelled with no further billing or obligation and a refund in the amount of $180.00 was processed on 1/20/17 (refund applied to the same account used for payment).
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]
Management has made several attempts to contact [redacted] in regards to the cancellation of her monthly billed fitness membership. Our records indicate we have not received a cancelaltion request. LA
Fitness provides members with the option to cancel their membership at any
location between the...
hours of 8-5 Monday thru Friday, but we strongly advise that
member’s 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. As a courtesy an immediate cancellation has been processed and no further billing will occur. We believe this matter to be resolved. Thank you
Management spoke to [redacted] on 5/15/15 regarding the cancellation of her monthly billed membership. Per her request an immediate cancellation was processed and the balance In the amount of $34.95 was waived. Member is satisfied. 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 11/2/15 (the “Initial Term”). Member paid a total of $350.00 up front, which included the, processing fee and...
payment for the first month of personal training services. She further agreed to make 11 more consecutive monthly payments, in the amount of $300.00, beginning 12/2/15, 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.
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, 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. 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).
Additionally, Member’s personal training services agreement specifically provided her with a 3-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. It should also be noted that member’s daughter was an employee of LA Fitness at the time that she enrolled. Thus, LA Fitness has some skepticism when she charged, more than 10 months later in the complaint filed with your office, that the contract is fraudulent. Under the clear and explicit terms of the Agreement, member is not entitled to a refund let alone terminate the Agreement and abandon her contractual obligations (which were very clearly spelled out for her and acknowledged by her) early without a fee.
Nevertheless, as of the time of this response, member has disputed the payments with her bank, having not made any of the payments owed since 6/2/16, and defaulted on the agreement term. Since it is apparent that she now has no intention to fulfill her contractual obligation to the remaining personal training agreement term, we have released her from this obligation to make the remaining payments due under her agreement.
Additionally, LA Fitness will not pursue her for the outstanding balance she 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.