Our District Vice President has made several attempts to contact member by phone and by e-mail regarding his concerns. However, his calls and e-mail have not been returned. Our records reflect that member pur[redacted]d personal training services pursuant to a written and fully executed agreement...
(“Agreement”). The Agreement was for a minimum initial term of 12 months, beginning 6/25/17 (the “Initial Term”). Member paid a total of $279.00 up front, which included the enrollment fee, processing fee and payment for the first month of personal training services. He further agreed to make 11 more consecutive monthly payments, in the amount of $180.00, beginning 7/25/17, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule section of the 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 with the initial term of 12 months. This Checklist was reviewed with him at the time of the sale, as acknowledged by his 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 him with a 3-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, under the clear and explicit terms of the Agreement, member is not entitled to a refund or to terminate the Agreement and abandon his contractual obligations (which were very clearly spelled out for him and acknowledged by him) early without a fee. If member no longer wishes to continue with his valid 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 Agreement. LA Fitness will honor the voluntary cancellation provision of the Agreement should he elect to take advantage of it. Otherwise, he should be expected to honor his Agreement as LA Fitness stands ready to provide the services for which he contracted.
Management reached out to Ms. [redacted] via phone and e-mail regarding her concerns. Ms. [redacted] e-mailed Management and states that she spoke with the Compliance Investigator for the State of Georgia and already clarified the contract. Should Ms. [redacted] need additional assistance please...
contact us. We believe this matter to be resolved. Thank you.
Management spoke to [redacted] on 8/19/15 and he advised that he has no further concerns regarding the charges in question. member is satisfied. No further action is needed. Thank you
Our District Manager has made several attempts to contact member by phone to address her concerns. Our records reflect that 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 4/14/14 (the...
“Initial Term”). She paid a total of $429.00 up front, which included the enrollment fee and payment for the first four weeks of personal training sessions. She further agreed to make 12 more payments, in the amount of $280.00 each, every four weeks, beginning 5/12/14, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of members agreement and she acknowledged her understanding of these billing terms by initialing the 3 separate sections outlining the payment schedule. Her personal training 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, the initial term of 52 weeks and the voluntary cancelation provision. This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature 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, she is not entitled to terminate the agreement early without a fee. She also states that she has been assigned to different trainers, that her trainer has missed sessions (or shown up late) and has been disengaged during sessions. Member purchased personal training services but not the services of any specific individual trainer. She may be assigned to several different trainers during the course of her program. Additionally, the personal training agreement provides that, if sessions are missed, member will receive 1 free additional personal training session for each session that is missed (in addition to making up the ones that were missed). And, if she was not satisfied with the service provided, we can add the sessions back in for times she was not satisfied with the session. There is no grounds to now terminate the agreement early without a fee. Nevertheless, If member no longer wishes to continue with her valid agreement, LA Fitness will honor the voluntary cancellation provision should she elect to take advantage of it. Otherwise, we encourage member to return our District Manager’s call so that we may address her concerns. Please contact [redacted] directly at [redacted]
Our District Manager has previously contacted and spoken to member to address her concerns regarding trainer no shows. LA Fitness realizes that if this happens, it is a very frustrating experience for the client. Accordingly, the personal training agreement provides that if that happens,...
member will receive 1 free additional personal training session (in addition to making up the one that was missed). Thus, the fact that sessions were missed is not a breach of the agreement by LA Fitness and LA Fitness has communicated to member that it will honor her agreement by making up those sessions as well as providing the additional free sessions. She is not entitled to a refund or to terminate the agreement and abandon her contractual obligations early without a fee. If member no longer wishes to continue with her valid agreement, her agreement also 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 the voluntary cancellation provision in her personal training 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
LA Fitness has investigated member’s claim and it our belief that she is simply trying to abandon her contractual obligation because she is involved outside of the gym with her former personal trainer who’s employment with LA Fitness was terminated. Nevertheless, as of the time of this response,...
member has not made any of the payments owed since May and has 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 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.
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 feel unreasonable to paid for cancellation fee cause their terrible services. From their reply mail they just stated contract term which stress the liability for the customer and not for the company itself .The company abuses its knowledge and rights on the contract term to squeeze every penny from their customers which is unfair for customers.If I am liable for the contract to paid for the cancellation fee , the company should firstly provide the service as the stated and respect their customers.
From the company response mail , I feel no apology but excuses for their terrible services. The illness of the trainer is out of control but the company's responsibility to deal with it and find better solution for its customers.Customers pay money for good services not to bear for forgive the company's mistake or careless.The service is finished as it performed ,It is unreasonable for customer to pay for the future unperformed services which already indicated unqualified ?As a customer ,I need the support to defend my rights and I have made a claim to Office of the Attorney General and I hope Revdex.com also helps me to protect my rights.
Not only me but other customers like me, I have done research on this issue, I believe I am not the first but I am hoping I am the last who fall into the trap of LA Fitness.
Thanks!
Regards,[redacted]
Management has made several attempts to contact [redacted] via phone and Email with no response. The problem with the HVAC system in the racquetball area has been addressed. A sensor was installed to the racquetball return air duct. This will alleviate the HVAC issue. Should member...
wish to discuss further, we encourage member to call us. We believe this matter to be closed. Thank you.
Management contacted Mr. [redacted] regarding his concerns with the access included in his pre-paid membership. We regret that he felt local staff was unable to assist with providing the Signature club access Mr. [redacted] states he requested when signing up. Mr. [redacted]’ membership has been adjusted to...
reflect Signature club access. We believe this addresses the concerns brought forth. 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]
Our previous response still stands.Management spoke to [redacted] on 3/20/15 regarding the yearly enhancement fee she was billed on 12/12/14 in the amount of 25.00. We explained to [redacted] that she has been charged this fee every year due to the [redacted] membership she originally joined with. Member did not want to cooperate in regards to providing proof she has never been charged prior to 2014. After much discussion we have removed the fee and refunded the $25.00 back to the checking account on file. Member is satisfied. 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 received a call from LA fitness regarding my complaint. When I first came to join the LA fitness they didn't tell me anything about 12 month agreement . The person told I can cancel my membership anytime if I wish to do so. He asked to sign a document and I signed it , now they say that I have signed a 12 month agreement. Which is fraud for not letting the customer know that he is signing a agreement. If they dont know how to run their business, they can close the business and sit at home rather than playing with our money and time.
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 am satisfied that my membership has been cancelled and the monthly dues, that should never have been charged in the first place, have been refunded. I find it dispicable to try to make the customer sound bad since it took contacting the Revdex.com for you to even bother trying to assist me after multiple phone calls and emails from me. Your practices for making cancellation difficult are unnecessary and in no way protect or serve the customer. I hope other customers don't have to go to lengths such as filing this complaint to receive basic customer service, or to be allowed to cancel their membership and stop having you take thier money when they don't want your service. Most people who pay for a gym membership also work. If you can sign up online and provide your credit card and personal information online, it is ridiculous to say that it's not safe to simply cancel the membership without taking time off of work or sending in registered mail. I will not be returning to this business and I will advise anyone else against doing business with you.
Regards,
[redacted]
We stand by our previously offered resolution options that were provided in writing. It should be noted that our District Vice President has made multiple attempts to contact member to set up an in person meeting to discuss and complete any one of the resolutions offered, should member select to accept one. However, he has not received a return call. If [redacted] would like to discuss or process one of the previously offered resolutions, we encourage him to return our calls.
We will work with him to make sure we can reasonably accommodate his schedule and provide him with the service he contracted for if he will allow it. Thank you.
LA Fitness contacted member regarding her concerns and we processed a refund in the amount of $203.40 on 10/11/17 (refund applied to the same account used for payment).
Management contacted Mr. [redacted] regarding his concerns related to an incident at our Plantation – S. University Dr. location. Mr. [redacted] alleges that local staff acted in an unprofessional manner when handling an incident involving him and another member on his account. Management contacted Mr....
[redacted] to discuss the incident and his concerns. As a courtesy, we have agreed to refund $32.85 to the Visa on file. Typically refunds take 5-7 business days to be completed. Additionally, we informed Mr. [redacted] he would have the option to reinstate his membership in the future should he decided to do so. We believe this issue has been resolved. Thank you.
Management has made several attempts to contact Ms. [redacted] regarding her concerns related to the cancellation procedures for her monthly dues membership. Ms. [redacted] states that she has attempted to cancel via phone and at that time was provided acceptable cancellation options. LA Fitness...
provides members with the option to cancel at any LA Fitness location with an Operations Manager between the hours of 9 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. Our records indicate we have received no such cancellation request from Ms. [redacted]. As a result, no cancellation was processed and the monthly billing continued based on the membership terms. As a courtesy, we have cancelled her membership to prevent future monthly billings and issued a refund of $29.95 back to [redacted] on file. We believe this matter to be resolved. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I am waiting on confirmation from my credit card issuer (Chase) that the business has performed this action (including all disputed charges) and, if it does, will consider this complaint resolved.
Kind regards,
[redacted]
Our District Vice President has made several attempts to contact member by phone and by e-mail regarding his concerns. However, his calls and e-mail have not been returned. Our records reflect that member pur[redacted]d personal training services pursuant to a written and fully executed agreement...
(“Agreement”). The Agreement was for a minimum initial term of 12 months, beginning 6/25/17 (the “Initial Term”). Member paid a total of $279.00 up front, which included the enrollment fee, processing fee and payment for the first month of personal training services. He further agreed to make 11 more consecutive monthly payments, in the amount of $180.00, beginning 7/25/17, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule section of the 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 with the initial term of 12 months. This Checklist was reviewed with him at the time of the sale, as acknowledged by his 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 him with a 3-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, under the clear and explicit terms of the Agreement, member is not entitled to a refund or to terminate the Agreement and abandon his contractual obligations (which were very clearly spelled out for him and acknowledged by him) early without a fee. If member no longer wishes to continue with his valid 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 Agreement. LA Fitness will honor the voluntary cancellation provision of the Agreement should he elect to take advantage of it. Otherwise, he should be expected to honor his Agreement as LA Fitness stands ready to provide the services for which he contracted.
Management reached out to Ms. [redacted] via phone and e-mail regarding her concerns. Ms. [redacted] e-mailed Management and states that she spoke with the Compliance Investigator for the State of Georgia and already clarified the contract. Should Ms. [redacted] need additional assistance please...
contact us. We believe this matter to be resolved. Thank you.
Management spoke to [redacted] on 8/19/15 and he advised that he has no further concerns regarding the charges in question. member is satisfied. No further action is needed. Thank you
Our District Manager has made several attempts to contact member by phone to address her concerns. Our records reflect that 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 4/14/14 (the...
“Initial Term”). She paid a total of $429.00 up front, which included the enrollment fee and payment for the first four weeks of personal training sessions. She further agreed to make 12 more payments, in the amount of $280.00 each, every four weeks, beginning 5/12/14, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of members agreement and she acknowledged her understanding of these billing terms by initialing the 3 separate sections outlining the payment schedule. Her personal training 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, the initial term of 52 weeks and the voluntary cancelation provision. This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature 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, she is not entitled to terminate the agreement early without a fee. She also states that she has been assigned to different trainers, that her trainer has missed sessions (or shown up late) and has been disengaged during sessions. Member purchased personal training services but not the services of any specific individual trainer. She may be assigned to several different trainers during the course of her program. Additionally, the personal training agreement provides that, if sessions are missed, member will receive 1 free additional personal training session for each session that is missed (in addition to making up the ones that were missed). And, if she was not satisfied with the service provided, we can add the sessions back in for times she was not satisfied with the session. There is no grounds to now terminate the agreement early without a fee. Nevertheless, If member no longer wishes to continue with her valid agreement, LA Fitness will honor the voluntary cancellation provision should she elect to take advantage of it. Otherwise, we encourage member to return our District Manager’s call so that we may address her concerns. Please contact [redacted] directly at [redacted]
Our District Manager has previously contacted and spoken to member to address her concerns regarding trainer no shows. LA Fitness realizes that if this happens, it is a very frustrating experience for the client. Accordingly, the personal training agreement provides that if that happens,...
member will receive 1 free additional personal training session (in addition to making up the one that was missed). Thus, the fact that sessions were missed is not a breach of the agreement by LA Fitness and LA Fitness has communicated to member that it will honor her agreement by making up those sessions as well as providing the additional free sessions. She is not entitled to a refund or to terminate the agreement and abandon her contractual obligations early without a fee. If member no longer wishes to continue with her valid agreement, her agreement also 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 the voluntary cancellation provision in her personal training 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
LA Fitness has investigated member’s claim and it our belief that she is simply trying to abandon her contractual obligation because she is involved outside of the gym with her former personal trainer who’s employment with LA Fitness was terminated. Nevertheless, as of the time of this response,...
member has not made any of the payments owed since May and has 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 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.
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 feel unreasonable to paid for cancellation fee cause their terrible services. From their reply mail they just stated contract term which stress the liability for the customer and not for the company itself .The company abuses its knowledge and rights on the contract term to squeeze every penny from their customers which is unfair for customers.If I am liable for the contract to paid for the cancellation fee , the company should firstly provide the service as the stated and respect their customers.
From the company response mail , I feel no apology but excuses for their terrible services. The illness of the trainer is out of control but the company's responsibility to deal with it and find better solution for its customers.Customers pay money for good services not to bear for forgive the company's mistake or careless.The service is finished as it performed ,It is unreasonable for customer to pay for the future unperformed services which already indicated unqualified ?As a customer ,I need the support to defend my rights and I have made a claim to Office of the Attorney General and I hope Revdex.com also helps me to protect my rights.
Not only me but other customers like me, I have done research on this issue, I believe I am not the first but I am hoping I am the last who fall into the trap of LA Fitness.
Thanks!
Regards,[redacted]
LA Fitness will allow member additional time to complete her remaining sessions without having to pay for additional sessions.
Management has made several attempts to contact [redacted] via phone and Email with no response. The problem with the HVAC system in the racquetball area has been addressed. A sensor was installed to the racquetball return air duct. This will alleviate the HVAC issue. Should member...
wish to discuss further, we encourage member to call us. We believe this matter to be closed. Thank you.
Management contacted Mr. [redacted] regarding his concerns with the access included in his pre-paid membership. We regret that he felt local staff was unable to assist with providing the Signature club access Mr. [redacted] states he requested when signing up. Mr. [redacted]’ membership has been adjusted to...
reflect Signature club access. We believe this addresses the concerns brought forth. 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]
Our previous response still stands.Management spoke to [redacted] on 3/20/15 regarding the yearly enhancement fee she was billed on 12/12/14 in the amount of 25.00. We explained to [redacted] that she has been charged this fee every year due to the [redacted] membership she originally joined with. Member did not want to cooperate in regards to providing proof she has never been charged prior to 2014. After much discussion we have removed the fee and refunded the $25.00 back to the checking account on file. Member is satisfied. 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 received a call from LA fitness regarding my complaint. When I first came to join the LA fitness they didn't tell me anything about 12 month agreement . The person told I can cancel my membership anytime if I wish to do so. He asked to sign a document and I signed it , now they say that I have signed a 12 month agreement. Which is fraud for not letting the customer know that he is signing a agreement. If they dont know how to run their business, they can close the business and sit at home rather than playing with our money and time.
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 am satisfied that my membership has been cancelled and the monthly dues, that should never have been charged in the first place, have been refunded. I find it dispicable to try to make the customer sound bad since it took contacting the Revdex.com for you to even bother trying to assist me after multiple phone calls and emails from me. Your practices for making cancellation difficult are unnecessary and in no way protect or serve the customer. I hope other customers don't have to go to lengths such as filing this complaint to receive basic customer service, or to be allowed to cancel their membership and stop having you take thier money when they don't want your service. Most people who pay for a gym membership also work. If you can sign up online and provide your credit card and personal information online, it is ridiculous to say that it's not safe to simply cancel the membership without taking time off of work or sending in registered mail. I will not be returning to this business and I will advise anyone else against doing business with you.
Regards,
[redacted]
We stand by our previously offered resolution options that were provided in writing. It should be noted that our District Vice President has made multiple attempts to contact member to set up an in person meeting to discuss and complete any one of the resolutions offered, should member select to accept one. However, he has not received a return call. If [redacted] would like to discuss or process one of the previously offered resolutions, we encourage him to return our calls.
We will work with him to make sure we can reasonably accommodate his schedule and provide him with the service he contracted for if he will allow it. Thank you.
LA Fitness contacted member regarding her concerns and we processed a refund in the amount of $203.40 on 10/11/17 (refund applied to the same account used for payment).
Management contacted Mr. [redacted] regarding his concerns related to an incident at our Plantation – S. University Dr. location. Mr. [redacted] alleges that local staff acted in an unprofessional manner when handling an incident involving him and another member on his account. Management contacted Mr....
[redacted] to discuss the incident and his concerns. As a courtesy, we have agreed to refund $32.85 to the Visa on file. Typically refunds take 5-7 business days to be completed. Additionally, we informed Mr. [redacted] he would have the option to reinstate his membership in the future should he decided to do so. We believe this issue has been resolved. Thank you.
LA Fitness added 12 sessions at no additional charge to compensate member for the 4th session per month.
Management has made several attempts to contact Ms. [redacted] regarding her concerns related to the cancellation procedures for her monthly dues membership. Ms. [redacted] states that she has attempted to cancel via phone and at that time was provided acceptable cancellation options. LA Fitness...
provides members with the option to cancel at any LA Fitness location with an Operations Manager between the hours of 9 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. Our records indicate we have received no such cancellation request from Ms. [redacted]. As a result, no cancellation was processed and the monthly billing continued based on the membership terms. As a courtesy, we have cancelled her membership to prevent future monthly billings and issued a refund of $29.95 back to [redacted] on file. We believe this matter to be resolved. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I am waiting on confirmation from my credit card issuer (Chase) that the business has performed this action (including all disputed charges) and, if it does, will consider this complaint resolved.
Kind regards,
[redacted]