Our Personal Training Director, [redacted], contacted member to address her concerns. We appreciate her feedback and apologize for her experience thus far. This is not the type of experience LA Fitness wants any of its members to have. However, the circumstance does not relieve member of her obligation to...
the remaining personal training agreement term. [redacted] informed member that we can add the personal training sessions she was not satisfied with back on to her membership and that we have other personal trainers on staff available to accommodate member at the time that she prefers to train. However, member is simply choosing not to continue the service. If member no longer wishes to continue with her valid agreement, her personal training agreement includes a voluntary cancellation 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 cancellation provision in her personal training agreement should she elect to take advantage of it. Otherwise, member should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.
LA Fitness cancelled member's personal training agreement with no further billing or obligation. As of the time of this response, our records reflect the member received credit for $499.00 from his bank.
Management spoke to [redacted] regarding [redacted] monthly billed membership. After explaining the terms of the agreement at point of sale and going over the billing. We have agreed to process a refund in the amount of $179.70 back to the [redacted] card on file. Refunds take about 5-7...
business days to be refunded. Member is satisfied. Thank you.
Per [redacted] request an immediate cancellation has been processed and the balance in the amount of $69.98 has been waived. No further billing will occur and no further balance is owed. We believe this matter to be resolved. Thank you
Management contacted Mr.[redacted] to confirm his cancellation post marked for 7/29/14 for his monthlybilled membership and his kids klub membership. As a courtesy we have waivedthe balance of $25.00 on the kids klub membership and no further balance isowed. Should Mr. [redacted] have any further concerns...
contact information has beengiven. We believe this issue to be resolved. Thank you.
Management spoke to [redacted] regarding the cancellation of his fitness membership. He claims to have mailed in a cancellation however our records indicate we did not receive one. It has been agreed upon to process an immediate cancellation and no further billing will occur. No refund will be issued....
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.
The business wrote back to say that the cancellation was affected on 12/22/2014, and to conact the front desk. This was NOT the subject of my complaint. To re-summarize my complaint, the front desk claimed TWICE to have processed my cancellation, and made no mention of the need to send a physical cancellation notice into a PO Box address. The false claims by front desk to have processed my cancellation, and the subsequent charges on my credit card constitue a violation of the Fair Credit Billing Act. I explicitely requested that the amounts I was fraudulently charged for the months of November (11/21/2014 for $29.99) and December (12/21/2014 for $29.99) be refunded, otherwise I may have to proceed with alternative legal means of addressing this complaint.
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.
I still hold that I was not told that it would cost me $900 to cancel this agreement, if I would have known that, I would have reconsidered my relationship with LA Fitness and Pro Results. That is a great deal of money to give to a company that will no longer be providing the services originally agreed to in the contract. In addition, I would like to point out that the document LA Fitness so freely attached, although it has a great deal of my personal information, it does not include my initials and/or my signature. In order to resolve this matter, I wish to cancel this agreement without being required to pay the $900 fee.
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.
The district manager called me mid-March to say that the pool would be open on Good Friday. I stopped by LA Fitness on April 2. The new manager told me that the pool would not be open until the end of April. I have just called LA Fitness and it sounds as if this is the correct time. I am not satisfied with how long it has taken for the pool to be re-opened (since November 13, 2014), however, it is the reality of repair work. I guess the end of April will determine if the pool is truly re-opened.
Regards,
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]
my sessions to one per month at $40 for the duration of the original term ending 12/7/2016. [redacted] did contact me and I signed a manual contract on 7/26/2016. I did not get a copy of the new contract but I will request one when I return to the club.
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 tried to contact Mr. [redacted] to discuss his concerns. However, we have not received a return call. As a courtesy, we waived the outstanding of $43.29 (zero balance owed). Management processed a cancellation on 8/9/2017 and a cancellation confirmation receipt...
was e-mailed to him. Should Mr. [redacted] need additional assistance, we encourage him to return our calls so we can adequately assist him. Thank you.
Management spoke to Mr. [redacted] regarding the monthly billed membership and [redacted]'s original membership. A refund in the amount of $169.40 has been processed back to the Visa card on file for monthly dues billed. Refunds take about 5-7 business days to be refunded back. An immediate...
cancellation has been processed and no further billing will occur. As a courtesy multi state access has been added to their current membership. Members are satisfied. This issue is resolved. Thank you.
Our District Vice President contacted member regarding her concerns. We apologize for her initial experience with the service. Member has been assigned a new personal trainer and she has resumed with the service.
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.
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).
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]
Our Personal Training Director, [redacted], contacted member to address her concerns. We appreciate her feedback and apologize for her experience thus far. This is not the type of experience LA Fitness wants any of its members to have. However, the circumstance does not relieve member of her obligation to...
the remaining personal training agreement term. [redacted] informed member that we can add the personal training sessions she was not satisfied with back on to her membership and that we have other personal trainers on staff available to accommodate member at the time that she prefers to train. However, member is simply choosing not to continue the service. If member no longer wishes to continue with her valid agreement, her personal training agreement includes a voluntary cancellation 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 cancellation provision in her personal training agreement should she elect to take advantage of it. Otherwise, member should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.
LA Fitness cancelled member's personal training agreement with no further billing or obligation. As of the time of this response, our records reflect the member received credit for $499.00 from his bank.
Management spoke to [redacted] regarding [redacted] monthly billed membership. After explaining the terms of the agreement at point of sale and going over the billing. We have agreed to process a refund in the amount of $179.70 back to the [redacted] card on file. Refunds take about 5-7...
business days to be refunded. Member is satisfied. Thank you.
Per [redacted] request an immediate cancellation has been processed and the balance in the amount of $69.98 has been waived. No further billing will occur and no further balance is owed. We believe this matter to be resolved. Thank you
Management contacted Mr.[redacted] to confirm his cancellation post marked for 7/29/14 for his monthlybilled membership and his kids klub membership. As a courtesy we have waivedthe balance of $25.00 on the kids klub membership and no further balance isowed. Should Mr. [redacted] have any further concerns...
contact information has beengiven. We believe this issue to be resolved. Thank you.
Member may contact her local club at [redacted] or our member service department at [redacted] for processing.
Management spoke to [redacted] regarding the cancellation of his fitness membership. He claims to have mailed in a cancellation however our records indicate we did not receive one. It has been agreed upon to process an immediate cancellation and no further billing will occur. No refund will be issued....
Member understands and 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.
The business wrote back to say that the cancellation was affected on 12/22/2014, and to conact the front desk. This was NOT the subject of my complaint. To re-summarize my complaint, the front desk claimed TWICE to have processed my cancellation, and made no mention of the need to send a physical cancellation notice into a PO Box address. The false claims by front desk to have processed my cancellation, and the subsequent charges on my credit card constitue a violation of the Fair Credit Billing Act. I explicitely requested that the amounts I was fraudulently charged for the months of November (11/21/2014 for $29.99) and December (12/21/2014 for $29.99) be refunded, otherwise I may have to proceed with alternative legal means of addressing this complaint.
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.
I still hold that I was not told that it would cost me $900 to cancel this agreement, if I would have known that, I would have reconsidered my relationship with LA Fitness and Pro Results. That is a great deal of money to give to a company that will no longer be providing the services originally agreed to in the contract. In addition, I would like to point out that the document LA Fitness so freely attached, although it has a great deal of my personal information, it does not include my initials and/or my signature. In order to resolve this matter, I wish to cancel this agreement without being required to pay the $900 fee.
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.
The district manager called me mid-March to say that the pool would be open on Good Friday. I stopped by LA Fitness on April 2. The new manager told me that the pool would not be open until the end of April. I have just called LA Fitness and it sounds as if this is the correct time. I am not satisfied with how long it has taken for the pool to be re-opened (since November 13, 2014), however, it is the reality of repair work. I guess the end of April will determine if the pool is truly re-opened.
Regards,
[redacted]
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]
I accept the terms of downgrading...
my sessions to one per month at $40 for the duration of the original term ending 12/7/2016. [redacted] did contact me and I signed a manual contract on 7/26/2016. I did not get a copy of the new contract but I will request one when I return to the club.
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 tried to contact Mr. [redacted] to discuss his concerns. However, we have not received a return call. As a courtesy, we waived the outstanding of $43.29 (zero balance owed). Management processed a cancellation on 8/9/2017 and a cancellation confirmation receipt...
was e-mailed to him. Should Mr. [redacted] need additional assistance, we encourage him to return our calls so we can adequately assist him. Thank you.
Management spoke to Mr. [redacted] regarding the monthly billed membership and [redacted]'s original membership. A refund in the amount of $169.40 has been processed back to the Visa card on file for monthly dues billed. Refunds take about 5-7 business days to be refunded back. An immediate...
cancellation has been processed and no further billing will occur. As a courtesy multi state access has been added to their current membership. Members are satisfied. This issue is resolved. Thank you.
LA Fitness added 12 sessions at no additional charge to compensate member for the 4th session per month.
Our District Vice President contacted member regarding her concerns. We apologize for her initial experience with the service. Member has been assigned a new personal trainer and she has resumed with the service.
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.
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).
Our Personal Training Director contacted member regarding her concerns, set her up with a new personal trainer and she has resumed with the service.
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]