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.
Our District Manager, [redacted], has made several attempts to contact member to address his concerns but his calls have not been returned. Member’s personal training agreement has been cancelled and a full refund was processed on 12/5/14 (refund applied to the same account used for payment)....
Member may contact Mr. [redacted] directly at ###-###-#### for further assistance
Member states this membership should have been cancelled within rescission period. Membership was never cancelled and seeking full refund of $69.98. Management contacted member and membership was cancelled. A full refund of $69.98 was processed and will go back to the [redacted] card on...
file. The refund could take up to 5-7 days. We believe this matter to be resolved.
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.
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 10/19/14 (the “Initial Term”). She agreed to pay a total of $159.00 up front, which included the processing fee and payment for the...
first four weeks of personal training sessions. She further agreed to make 12 more payments, in the amount of $100.00 each, every four weeks, beginning 11/16/14, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of her agreement and she acknowledged her 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 her 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 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). Her personal training services agreement specifically provided her with a 10-day right to cancel if these terms did not match her understanding, if she felt pressured 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 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 25% 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, she elected not to take advantage of the offer. LA Fitness remains willing to honor the reduced cancellation fee 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.
Management spoke to [redacted] regarding the cancellation of his monthly billed membership. He claims to have made several attempts to cancel and is still being billed. An immediate cancellation was processed on 11/13/15 and the balance at that time in the amount of $15.00 was waived. A refund in...
the amount of $15.00 was also processed back to the [redacted]. Refunds take about 5-7 business days to be refunded. 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.
Regards,
[redacted]
I have responded to their last two messages. They insist that we speak by phone. I am hearing impaired and can respond either by email or text. Please advise them as such. My original complaint stands. If they want to rebut, have them put that in writing, not call. [redacted]
Our District Vice President contacted member regarding her concerns and we cancelled the remaining term of her personal training agreement with no further billing. However, unused sessions are not refundable. We apologize for her previous experience but the circumstance does not entitle member to a...
refund. We have 6 Certified personal trainers on staff available to provide member with the services for which she contracted.
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]
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.
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 12 months, beginning 1/26/15 (the “Initial Term”). Member paid a total of $259.00 up front, which included the processing fee and payment for the first...
month of personal training sessions. He further agreed to make 11 more payments, in the amount of $160.00 each, every month, beginning 2/26/15, for the remainder of the Initial Term. His personal training agreement 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 (a copy of the agreement is included with this response). Our records do not reflect that member has paid such a fee to terminate his agreement early. Thus, billing has continued in accordance with terms of his agreement. LA Fitness will honor the voluntary cancellation provision of member’s 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 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.
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
Prior to this complaint [redacted] spoke to management she states she attempted to cancel however our records indicate we did not receive such a 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. Nevertheless an immediate cancellation was processed on 12/11/15 and a refund in the amount of $69.90 was refunded back to the[redacted] card on file. Member is satisfied with the resolution.
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 made the statement to [redacted] numerous times about producing five to ten witnesses that will dispute the -harassment claims. I was told at that time that witnesses didn't prove anything and anyone could produce witnesses. I have the permission of five members from the Plano location to use their names in this dispute if needed . I have not never been shown three or more notes with my signature on them. I came back to the Plano location because my wife I felt it was unreasonable to stop going to the Plano location because my membership at that time stated "mulit-club" membership. I was told by the operations manager at the Plano location that no witness had come forward to back up the harassment claim. I can provide her name as well. I was a member of LA Fitness for five years without one compliant prior to this one.]
Regards,
[redacted]
Member met with our Personal Training Director ([redacted]) and Assistant Personal Training Director ([redacted]) regarding his concerns. They reviewed the terms of the personal training agreement once again, which member acknowledged his understanding of, and he will continue with the personal training program.
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.
A BILLING SSUE RE: OVERPAYMENT HAS BEEN ADDRESSED AND PARTIALLY RESOLVED. A REFUND WAS RECEIVED FOR OVERPAYMENT OF MEMBERSHIP. WE HAVE BEEN DOUBLE CHARGE AGAIN. A $420 MEMBERSHIP PAYMENT WAS REMOVED FROM MY HUSBANDS BANK ACCOUNT. HE IS ONLY TO BE CARGED $50 FOR MEMBERSHIP AND $50 FOR 2 THERAPY SESSIONS MONTHLY.ALSO, WHEN TOUBLE WAS DISCUSSE WITH GENTLEMAN ON PHONE RE: REPAY, I WAS TOLD A FEE NEEDS TO BE CHARGED FOR ORIENTATION OF MACHINES IN THE GYM. I AM A DISABLED FEMALE. I NEED ASSISTANCE TO BEGIN MY GYM WORKOUTS. I AM PAYING A MEMBERSHIP FEE... WHY AN ORIENTATION FEE, TOO??!!!
REFUND OF OVERPAYMENT FOR MEMBERSHIP AND SERVICES.
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 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]
Management has made several attempts to contact [redacted] regarding the cancellation of his monthly billed membership. The number provided is not in service. We have yet to receive a return call. We encourage him to return our call or contact his home club. thank you.
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.
Our District Manager, [redacted], has made several attempts to contact member to address his concerns but his calls have not been returned. Member’s personal training agreement has been cancelled and a full refund was processed on 12/5/14 (refund applied to the same account used for payment)....
Member may contact Mr. [redacted] directly at ###-###-#### for further assistance
Member states this membership should have been cancelled within rescission period. Membership was never cancelled and seeking full refund of $69.98. Management contacted member and membership was cancelled. A full refund of $69.98 was processed and will go back to the [redacted] card on...
file. The refund could take up to 5-7 days. We believe this matter to be resolved.
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.
LA Fitness will allow member additional time to complete her remaining sessions without having to pay for additional sessions.
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 10/19/14 (the “Initial Term”). She agreed to pay a total of $159.00 up front, which included the processing fee and payment for the...
first four weeks of personal training sessions. She further agreed to make 12 more payments, in the amount of $100.00 each, every four weeks, beginning 11/16/14, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of her agreement and she acknowledged her 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 her 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 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). Her personal training services agreement specifically provided her with a 10-day right to cancel if these terms did not match her understanding, if she felt pressured 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 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 25% 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, she elected not to take advantage of the offer. LA Fitness remains willing to honor the reduced cancellation fee 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.
Management spoke to [redacted] regarding the cancellation of his monthly billed membership. He claims to have made several attempts to cancel and is still being billed. An immediate cancellation was processed on 11/13/15 and the balance at that time in the amount of $15.00 was waived. A refund in...
the amount of $15.00 was also processed back to the [redacted]. Refunds take about 5-7 business days to be refunded. 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.
Regards,
[redacted]
I have responded to their last two messages. They insist that we speak by phone. I am hearing impaired and can respond either by email or text. Please advise them as such. My original complaint stands. If they want to rebut, have them put that in writing, not call. [redacted]
Our District Vice President contacted member regarding her concerns and we cancelled the remaining term of her personal training agreement with no further billing. However, unused sessions are not refundable. We apologize for her previous experience but the circumstance does not entitle member to a...
refund. We have 6 Certified personal trainers on staff available to provide member with the services for which she contracted.
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]
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.
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 12 months, beginning 1/26/15 (the “Initial Term”). Member paid a total of $259.00 up front, which included the processing fee and payment for the first...
month of personal training sessions. He further agreed to make 11 more payments, in the amount of $160.00 each, every month, beginning 2/26/15, for the remainder of the Initial Term. His personal training agreement 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 (a copy of the agreement is included with this response). Our records do not reflect that member has paid such a fee to terminate his agreement early. Thus, billing has continued in accordance with terms of his agreement. LA Fitness will honor the voluntary cancellation provision of member’s 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 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.
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
Prior to this complaint [redacted] spoke to management she states she attempted to cancel however our records indicate we did not receive such a 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. Nevertheless an immediate cancellation was processed on 12/11/15 and a refund in the amount of $69.90 was refunded back to the[redacted] card on file. Member is satisfied with the resolution.
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 made the statement to [redacted] numerous times about producing five to ten witnesses that will dispute the -harassment claims. I was told at that time that witnesses didn't prove anything and anyone could produce witnesses. I have the permission of five members from the Plano location to use their names in this dispute if needed . I have not never been shown three or more notes with my signature on them. I came back to the Plano location because my wife I felt it was unreasonable to stop going to the Plano location because my membership at that time stated "mulit-club" membership. I was told by the operations manager at the Plano location that no witness had come forward to back up the harassment claim. I can provide her name as well. I was a member of LA Fitness for five years without one compliant prior to this one.]
Regards,
[redacted]
Member met with our Personal Training Director ([redacted]) and Assistant Personal Training Director ([redacted]) regarding his concerns. They reviewed the terms of the personal training agreement once again, which member acknowledged his understanding of, and he will continue with the personal training program.
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.
A BILLING SSUE RE: OVERPAYMENT HAS BEEN ADDRESSED AND PARTIALLY RESOLVED. A REFUND WAS RECEIVED FOR OVERPAYMENT OF MEMBERSHIP. WE HAVE BEEN DOUBLE CHARGE AGAIN. A $420 MEMBERSHIP PAYMENT WAS REMOVED FROM MY HUSBANDS BANK ACCOUNT. HE IS ONLY TO BE CARGED $50 FOR MEMBERSHIP AND $50 FOR 2 THERAPY SESSIONS MONTHLY.ALSO, WHEN TOUBLE WAS DISCUSSE WITH GENTLEMAN ON PHONE RE: REPAY, I WAS TOLD A FEE NEEDS TO BE CHARGED FOR ORIENTATION OF MACHINES IN THE GYM. I AM A DISABLED FEMALE. I NEED ASSISTANCE TO BEGIN MY GYM WORKOUTS. I AM PAYING A MEMBERSHIP FEE... WHY AN ORIENTATION FEE, TOO??!!!
REFUND OF OVERPAYMENT FOR MEMBERSHIP AND SERVICES.
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 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]
Management has made several attempts to contact [redacted] regarding the cancellation of his monthly billed membership. The number provided is not in service. We have yet to receive a return call. We encourage him to return our call or contact his home club. thank you.