Management spoke with Ms. [redacted] regarding her concerns. As a customer consideration, management agreed to cancel her paid in full membership and processed a prorated refund in the amount of $173.46. Refunds typically could take up to 5-7 business days to complete and will go back to the original...
form of payment (MasterCard). We believe this matter to be resolved. Thank you.
LA Fitness appreciates member’s feedback and we haveaddressed his concerns with club staff accordingly. In addition, if he was charged for any sessions that he cancelled ahead of time with sufficient notice, we would have no problem reviewing those with him and adding any sessions back on to his...
membership that he should not have been charged for. With respect to member’s claim that he showed up for his regular training session on 10/20 to find his trainer with another member, LA Fitness assisted member in scheduling him out for his first month of sessions. However, member wasn’t scheduled for a session on 10/20. Member doesn’t need to “re-sign” with his trainer every month however, member understands that it is his responsibility to schedule all future sessions. Thus, there is no grounds to now to terminate the agreement early without a fee and the circumstances do not entitle member to a refund. If member no longer wishes to continue with his personal training 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 50% of the remaining balance due under the agreement. However, LA Fitness is willing to reduce the cancellation fee from 50% down to 33% of the remaining agreement balance as a customer service consideration for our member 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.
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.
From: [redacted]>Date: Mon, Sep 7, 2015 at 8:51 PMSubject: Re: You have a new message from the Revdex.comTo: [redacted]This is in response to your email regarding the message of LA Fitness to your office.I have carefully read LA Fitness letter and found some of their assertions NOT true. The term of 12 months was never mentioned to me by the one In-charge during my processing. I found this figure 5 days after I got hold of the live agreement- meaning the paper with my electronically initial and signature with 12 months in FINE PRINT. The 10-day Right To Cancel Agreement within 10 days of signing electronically on July 13, 2015 is also in FINE PRINT. I found this through [redacted] one of the LA Fitness employees last August 8, 2015 while we were discussing an early cancellation of my agreement.If only LA Fitness provided me a black and white copy of the agreement before signing it, I could have understood clearly the whole text, instead of electronically initialing and signing procedure. I am confident this dispute we have now could have been averted.Presently, I am financially hard up, worried and desperate. I have been referred by my doctor to undergo physical therapy due to rotator cup sprain. But I can't afford to do so due to financial constraint. As a result, I suffer a recurring pain on my shoulder. Much as I would like to quit, I don't have enough money to cover a 1 downpayment of 50% of the remaining balance due under the agreement totaling $903.00.As of now, LA Fitness is collecting from me a total of $213.47 monthly for Membership Fee and Personal Training Fee.Would you please write me the meaning of "personally identifiable information" on your next email to me?Your assistance on this matter is highly appreciated. Thank you.Respectfully yours,[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.
Corporate Management has made several attempts to contact [redacted] regarding the additional concerns mentioned in her complaint response. However, we have not received a return call. During our last conversation with [redacted] we did review the terms for the signed agreement we have on file for her membership established at the [redacted] location.
This included the terms for both billing and cancellation procedures. At that time her request was to process a cancel with no additional charges. This was completed as requested on 9/1/2016. We encourage [redacted] to return our calls so we can adequately discuss any additional resolution options. Thank you.
Management contacted [redacted] regarding his concerns with the cancellation of his monthly dues membership and the amount of calls he received related to a balance on his account. We strive to provide excellent customer service to our members and we apologize if [redacted] feels the phone calls...
were excessive.
LA Fitness employees initiated calls to [redacted] requesting payment, since a cancellation request for his membership was not previously received. 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 encourage that members 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 processed on May 20, 2016 and the balance of $34.99 was waived. There will be no further billing for [redacted]’s membership and his account has been cancelled in good standings. We believe this matter to be resolved. Thank you.
Member completed the initial term of his personal training agreement with the payment of $140.00 on 12/9/14. Member was charged two more times after the initial term, $140.00 on 1/6/15 and $140.00 on 2/3/15. LA Fitness has since processed refunds for those payments (refunds...
were applied to the same account used for payment).
Management contacted [redacted] regarding her concerns with the billing on the individual monthly dues memberships for both herself and [redacted] which were cancelled April 5, 2016. A new monthly dues family membership was established for Mr. and [redacted] on April 5, 2016.
We strive to...
provide excellent customer service to our members and regret that [redacted] felt there was a miscommunication regarding charges on both the cancelled and new memberships. A refund was completed for $59.90 on April 8, 2016. As a courtesy, an additional refund of $59.90 is being processed back to the [redacted] card on file.
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 find that this resolution would be satisfactory to me. LA Fitness has already modified my contract to reflect the terms I was sold, and I accept that LA Fitness management says it has addressed the mis-selling at this location, and trust it will not happen again.Since the narrative is recorded with the Revdex.com for others to identify any pattern of behavior, I am satisfied that consumers have the opportunity to identify themselves as members of a Class, and not one-off's, should this occur again/continue to be observed practice at LA Fitness locations.
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.
In early September I signed up for training sessions at the [redacted] location. This is my LA fitness gym location, as I belong to a single location. Prior to signing up, I visited all local locations during various rush hours and I chose [redacted]. I did not choose the location at [redacted] because I was told my several employees that this is not really a gym but a racquetball court with machines in the hallways (which is true). Additionally, this location does not appear to have adequate parking or parking up to city code (lack of any marked spaces or marked handicap).
I did not choose the [redacted] location because it is located in one of the most traffic congested bottlenecks in the [redacted] due to entrance to freeways (some mornings it takes over 30 minutes to go 1.6 miles). For these reasons, I signed up for a single location access at [redacted]
At the time [redacted] at LA fitness [redacted] signed me up for a 6 month contract where LAFitness was to provide me with training sessions three times a week, Tuesday through Thursday, in the mornings. This was explicitly discussed with [redacted] that scheduling would be in the morning as I was unavailable at any other time. [redacted] assured me that they have a full staff and therefore trainers in the morning would not be an issue.
On October 20th, 2015 I received a call from [redacted] and was informed that my trainer is no longer with the company (which later I found he was terminated for not following LA Fitness policy). [redacted] told me to continue morning sessions the only person available is a master trainer and that I would be required to pay more money. I informed him that was not what we agreed on and I do not agree to pay more money. LA Fitness REFUSED TO OFFER THE MASTER TRAINER AT NO CHARGE even though they did not have any other trainers to provide services in the morning.
[redacted] said he is personally going to handle this account and find someone to train with me. He informed me he would follow up with me as soon as possible. In fact, [redacted] never followed up with me. I continued to regularly contact him and talk to him at the gym and was told the same thing "I don't know why you are complaining" and "you can afford to pay more so why don't you pay the master trainer" and similar comments. He never located another trainer for either morning or night (at this point I was desperate to continue with trainings and would accommodate temporary evening sessions until someone in the morning was available).
In November and December, I continued to follow up with [redacted] with on numerous occasions with no results. I reached out to corporate to resolve the issue because I was continuing to be billed and LA Fitness was not performing its end of the contract. They would charge me on a monthly cycle, credit my account with sessions, but fail to schedule a trainer to fulfill the sessions.
Corporate made attempts to transfer me to another location, and I was flexible. HOWEVER, when I asked if they would upgrade me to a multiple location pass so I can visit other locations, they refused. They informed me that I need to visit the local locations and that they would transfer my single member contract to that location once I made a decision. I visited the [redacted] location again, not the location I signed up. During the visit my car was hit on the driver side which will require an insurance claim. I requested a tour of the location and was informed there is nothing to tour and that I am welcomed to walk around and see what they have. I asked where the training room is and was told they don't have one and that this is really a racquetball location. I informed corporate that this location is not what I signed up for and I would like to continue with [redacted] due to location of the gym.
During this time nobody followed up with me from [redacted] location. I made attempts to work with corporate and they were unsuccessful in resolving the issue. I was told a manager/supervisior would follow up with me and nothing, nobody ever called me. I left several messages for [redacted] or [redacted] at corporate, she was handling my account, and she just simple stopped responding.
At this point in January, I was under the impression and believe that LA Fitness had no interest in resolving the issue or fulfilling its end of the contract. They refused to perform unless I paid more money to obtain sessions in [redacted], which is the location under my contract. I joined a new gym and hired a new trainer at this point. I tried to stop all payments for further billing with LA Fitness and contacted the [redacted] location to cancel my contract. At this point, [redacted] was the manager and this was the FIRST TIME SHE WAS HEARING OF THE PROBLEM. Therefore, LA Fitness cannot claim they have made attempts to resolve the problem when from November to February the manager at the [redacted] location was not even made aware of the problem even though I called [redacted] and Corporate numerous times.
Due to the disputes, LA Fitness produced a contract that provided I am binded for 12 months. THIS IS ABSOLUTELY INCORRECT, as I have an email below by [redacted] Vice President, on September 10, 2015 which provides that my contract would end at the end of the 6 month cycle. When I made attempts to terminate the monthly billing with [redacted] in [redacted], she told me I am in a contract for 12 months, again incorrect and that cancelation charges would be calculated based on the 12 month contract.
My contract read 12 months when I signed in and [redacted] sold me this is because of “technical difficulties” that they can’t mark 6 months. He assured me that once the first payment was processed they would update it to 6 months. The next day I received confirmation from the area Vice President that this would be changed to a 6 month contract. Due to my recent dispute with LA Fitness, I discovered it was never changed to 6 months, and LA Fitness refused to honor the 6 months until I showed them proof of the email and asked the case to be referred to the legal department for review.
DUE TO THESE ABUSIVE AND UNETHICAL BILLING PROCEDURES, CONTRACT ABUSE , ATTEMPTS TO MATERIALLY ALTER THE CONTRACT UNILATERALLY, ASKING FOR MORE MONEY, I have decided to report the business to Revdex.com and dispute all charges since October 20th when my trainer was fired and LA Fitness refused to perform its end of the contract unless I paid more money or altered the terms of other provisions in the contract. I demand that LA Fitness terminate any further billing on this account and that all payments in dispute for sessions that were not fulfilled be refunded. LA Fitness is not entitled to hide behind a false contract as protection for abusing consumer rights. LA Fitness is not entitled to claim that it performed its end of the contract as explained above.Regards,[redacted]
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 spoke to [redacted] on 9/16/15 regarding the monthly billed membership for family add on [redacted] that was joined on 7/6/2010. [redacted] claims this membership is not authorized. Our records indicate the agreement on file has a valid signature and their has been consistent usage since the...
join date of 7/6/2010. We believe this membership is valid and their is no indication it was joined without authorization. Nevertheless, as a courtesy, an 8 month refund was offered due to non usage in the past 8 months for [redacted] membership. [redacted] declined the offer. Management also spoke to [redacted] on 8/7/15 and at that time a cancellation was processed and no further billing has occurred.No further action will be taken. Thank you.
Management contacted Mr. [redacted] on 6/8/15 to confirm the cancellation that was received postmarked 5/31/15. No further billing will occur. Email confirmation was sent to the email address on file. We believe this matter to be resolved. Thank you.
Management spoke with Mr. [redacted] regarding his complaint. As a courtesy resolution, Management cancelled all the membership on file and processed a full refund of all the charges paid. Refunds typically could take up to 5-7 business days to complete. We now believe this matter to be resolved. Thank you.
Management spoke to member regarding her complaint. Management will waive past due balance of $38.14, refund June payment $38.14, waive buyout fee and cancel membership. The refund could take up to 7-10 days to process and will go back to the [redacted] card on file.
We believe this matter to be...
Our District Manager contacted member to address her concerns. We scheduled her with a trainer at our [redacted] location and she will continue with the program.
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.
I was very pleased with the reply from the District manager [redacted] who was great. Thank you Revdex.com for helping me have this matter resolved.
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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Management spoke with Ms. [redacted] regarding her concerns. As a customer consideration, management agreed to cancel her paid in full membership and processed a prorated refund in the amount of $173.46. Refunds typically could take up to 5-7 business days to complete and will go back to the original...
form of payment (MasterCard). We believe this matter to be resolved. Thank you.
LA Fitness appreciates member’s feedback and we haveaddressed his concerns with club staff accordingly. In addition, if he was charged for any sessions that he cancelled ahead of time with sufficient notice, we would have no problem reviewing those with him and adding any sessions back on to his...
membership that he should not have been charged for. With respect to member’s claim that he showed up for his regular training session on 10/20 to find his trainer with another member, LA Fitness assisted member in scheduling him out for his first month of sessions. However, member wasn’t scheduled for a session on 10/20. Member doesn’t need to “re-sign” with his trainer every month however, member understands that it is his responsibility to schedule all future sessions. Thus, there is no grounds to now to terminate the agreement early without a fee and the circumstances do not entitle member to a refund. If member no longer wishes to continue with his personal training 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 50% of the remaining balance due under the agreement. However, LA Fitness is willing to reduce the cancellation fee from 50% down to 33% of the remaining agreement balance as a customer service consideration for our member 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.
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.
From: [redacted]>Date: Mon, Sep 7, 2015 at 8:51 PMSubject: Re: You have a new message from the Revdex.comTo: [redacted]This is in response to your email regarding the message of LA Fitness to your office.I have carefully read LA Fitness letter and found some of their assertions NOT true. The term of 12 months was never mentioned to me by the one In-charge during my processing. I found this figure 5 days after I got hold of the live agreement- meaning the paper with my electronically initial and signature with 12 months in FINE PRINT. The 10-day Right To Cancel Agreement within 10 days of signing electronically on July 13, 2015 is also in FINE PRINT. I found this through [redacted] one of the LA Fitness employees last August 8, 2015 while we were discussing an early cancellation of my agreement.If only LA Fitness provided me a black and white copy of the agreement before signing it, I could have understood clearly the whole text, instead of electronically initialing and signing procedure. I am confident this dispute we have now could have been averted.Presently, I am financially hard up, worried and desperate. I have been referred by my doctor to undergo physical therapy due to rotator cup sprain. But I can't afford to do so due to financial constraint. As a result, I suffer a recurring pain on my shoulder. Much as I would like to quit, I don't have enough money to cover a 1 downpayment of 50% of the remaining balance due under the agreement totaling $903.00.As of now, LA Fitness is collecting from me a total of $213.47 monthly for Membership Fee and Personal Training Fee.Would you please write me the meaning of "personally identifiable information" on your next email to me?Your assistance on this matter is highly appreciated. Thank you.Respectfully yours,[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.
Corporate Management has made several attempts to contact [redacted] regarding the additional concerns mentioned in her complaint response. However, we have not received a return call. During our last conversation with [redacted] we did review the terms for the signed agreement we have on file for her membership established at the [redacted] location.
This included the terms for both billing and cancellation procedures. At that time her request was to process a cancel with no additional charges. This was completed as requested on 9/1/2016. We encourage [redacted] to return our calls so we can adequately discuss any additional resolution options. Thank you.
Management contacted [redacted] regarding his concerns with the cancellation of his monthly dues membership and the amount of calls he received related to a balance on his account. We strive to provide excellent customer service to our members and we apologize if [redacted] feels the phone calls...
were excessive.
LA Fitness employees initiated calls to [redacted] requesting payment, since a cancellation request for his membership was not previously received. 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 encourage that members 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 processed on May 20, 2016 and the balance of $34.99 was waived. There will be no further billing for [redacted]’s membership and his account has been cancelled in good standings. We believe this matter to be resolved. Thank you.
Member completed the initial term of his personal training agreement with the payment of $140.00 on 12/9/14. Member was charged two more times after the initial term, $140.00 on 1/6/15 and $140.00 on 2/3/15. LA Fitness has since processed refunds for those payments (refunds...
were applied to the same account used for payment).
LA Fitness cancelled the remaining term of member's personal training agreement with no further billing or obligation.
Management contacted [redacted] regarding her concerns with the billing on the individual monthly dues memberships for both herself and [redacted] which were cancelled April 5, 2016. A new monthly dues family membership was established for Mr. and [redacted] on April 5, 2016.
We strive to...
provide excellent customer service to our members and regret that [redacted] felt there was a miscommunication regarding charges on both the cancelled and new memberships. A refund was completed for $59.90 on April 8, 2016. As a courtesy, an additional refund of $59.90 is being processed back to the [redacted] card on file.
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 find that this resolution would be satisfactory to me. LA Fitness has already modified my contract to reflect the terms I was sold, and I accept that LA Fitness management says it has addressed the mis-selling at this location, and trust it will not happen again.Since the narrative is recorded with the Revdex.com for others to identify any pattern of behavior, I am satisfied that consumers have the opportunity to identify themselves as members of a Class, and not one-off's, should this occur again/continue to be observed practice at LA Fitness locations.
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.
In early September I signed up for training sessions at the [redacted] location. This is my LA fitness gym location, as I belong to a single location. Prior to signing up, I visited all local locations during various rush hours and I chose [redacted]. I did not choose the location at [redacted] because I was told my several employees that this is not really a gym but a racquetball court with machines in the hallways (which is true). Additionally, this location does not appear to have adequate parking or parking up to city code (lack of any marked spaces or marked handicap).
I did not choose the [redacted] location because it is located in one of the most traffic congested bottlenecks in the [redacted] due to entrance to freeways (some mornings it takes over 30 minutes to go 1.6 miles). For these reasons, I signed up for a single location access at [redacted]
At the time [redacted] at LA fitness [redacted] signed me up for a 6 month contract where LAFitness was to provide me with training sessions three times a week, Tuesday through Thursday, in the mornings. This was explicitly discussed with [redacted] that scheduling would be in the morning as I was unavailable at any other time. [redacted] assured me that they have a full staff and therefore trainers in the morning would not be an issue.
On October 20th, 2015 I received a call from [redacted] and was informed that my trainer is no longer with the company (which later I found he was terminated for not following LA Fitness policy). [redacted] told me to continue morning sessions the only person available is a master trainer and that I would be required to pay more money. I informed him that was not what we agreed on and I do not agree to pay more money. LA Fitness REFUSED TO OFFER THE MASTER TRAINER AT NO CHARGE even though they did not have any other trainers to provide services in the morning.
[redacted] said he is personally going to handle this account and find someone to train with me. He informed me he would follow up with me as soon as possible. In fact, [redacted] never followed up with me. I continued to regularly contact him and talk to him at the gym and was told the same thing "I don't know why you are complaining" and "you can afford to pay more so why don't you pay the master trainer" and similar comments. He never located another trainer for either morning or night (at this point I was desperate to continue with trainings and would accommodate temporary evening sessions until someone in the morning was available).
In November and December, I continued to follow up with [redacted] with on numerous occasions with no results. I reached out to corporate to resolve the issue because I was continuing to be billed and LA Fitness was not performing its end of the contract. They would charge me on a monthly cycle, credit my account with sessions, but fail to schedule a trainer to fulfill the sessions.
Corporate made attempts to transfer me to another location, and I was flexible. HOWEVER, when I asked if they would upgrade me to a multiple location pass so I can visit other locations, they refused. They informed me that I need to visit the local locations and that they would transfer my single member contract to that location once I made a decision. I visited the [redacted] location again, not the location I signed up. During the visit my car was hit on the driver side which will require an insurance claim. I requested a tour of the location and was informed there is nothing to tour and that I am welcomed to walk around and see what they have. I asked where the training room is and was told they don't have one and that this is really a racquetball location. I informed corporate that this location is not what I signed up for and I would like to continue with [redacted] due to location of the gym.
During this time nobody followed up with me from [redacted] location. I made attempts to work with corporate and they were unsuccessful in resolving the issue. I was told a manager/supervisior would follow up with me and nothing, nobody ever called me. I left several messages for [redacted] or [redacted] at corporate, she was handling my account, and she just simple stopped responding.
At this point in January, I was under the impression and believe that LA Fitness had no interest in resolving the issue or fulfilling its end of the contract. They refused to perform unless I paid more money to obtain sessions in [redacted], which is the location under my contract. I joined a new gym and hired a new trainer at this point. I tried to stop all payments for further billing with LA Fitness and contacted the [redacted] location to cancel my contract. At this point, [redacted] was the manager and this was the FIRST TIME SHE WAS HEARING OF THE PROBLEM. Therefore, LA Fitness cannot claim they have made attempts to resolve the problem when from November to February the manager at the [redacted] location was not even made aware of the problem even though I called [redacted] and Corporate numerous times.
Due to the disputes, LA Fitness produced a contract that provided I am binded for 12 months. THIS IS ABSOLUTELY INCORRECT, as I have an email below by [redacted] Vice President, on September 10, 2015 which provides that my contract would end at the end of the 6 month cycle. When I made attempts to terminate the monthly billing with [redacted] in [redacted], she told me I am in a contract for 12 months, again incorrect and that cancelation charges would be calculated based on the 12 month contract.
My contract read 12 months when I signed in and [redacted] sold me this is because of “technical difficulties” that they can’t mark 6 months. He assured me that once the first payment was processed they would update it to 6 months. The next day I received confirmation from the area Vice President that this would be changed to a 6 month contract. Due to my recent dispute with LA Fitness, I discovered it was never changed to 6 months, and LA Fitness refused to honor the 6 months until I showed them proof of the email and asked the case to be referred to the legal department for review.
DUE TO THESE ABUSIVE AND UNETHICAL BILLING PROCEDURES, CONTRACT ABUSE , ATTEMPTS TO MATERIALLY ALTER THE CONTRACT UNILATERALLY, ASKING FOR MORE MONEY, I have decided to report the business to Revdex.com and dispute all charges since October 20th when my trainer was fired and LA Fitness refused to perform its end of the contract unless I paid more money or altered the terms of other provisions in the contract. I demand that LA Fitness terminate any further billing on this account and that all payments in dispute for sessions that were not fulfilled be refunded. LA Fitness is not entitled to hide behind a false contract as protection for abusing consumer rights. LA Fitness is not entitled to claim that it performed its end of the contract as explained above.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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Management spoke to [redacted] on 9/16/15 regarding the monthly billed membership for family add on [redacted] that was joined on 7/6/2010. [redacted] claims this membership is not authorized. Our records indicate the agreement on file has a valid signature and their has been consistent usage since the...
join date of 7/6/2010. We believe this membership is valid and their is no indication it was joined without authorization. Nevertheless, as a courtesy, an 8 month refund was offered due to non usage in the past 8 months for [redacted] membership. [redacted] declined the offer. Management also spoke to [redacted] on 8/7/15 and at that time a cancellation was processed and no further billing has occurred.No further action will be taken. Thank you.
Management contacted Mr. [redacted] on 6/8/15 to confirm the cancellation that was received postmarked 5/31/15. No further billing will occur. Email confirmation was sent to the email address on file. We believe this matter to be resolved. Thank you.
We will further investigate this situation and take necessary actions. Thank you.
Management spoke with Mr. [redacted] regarding his complaint. As a courtesy resolution, Management cancelled all the membership on file and processed a full refund of all the charges paid. Refunds typically could take up to 5-7 business days to complete. We now believe this matter to be resolved. Thank you.
Management spoke to member regarding her complaint. Management will waive past due balance of $38.14, refund June payment $38.14, waive buyout fee and cancel membership. The refund could take up to 7-10 days to process and will go back to the [redacted] card on file.
We believe this matter to be...
resolved. Thank you
Our District Manager contacted member to address her concerns. We scheduled her with a trainer at our [redacted] location and she will continue with the program.
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.
I was very pleased with the reply from the District manager [redacted] who was great. Thank you Revdex.com for helping me have this matter resolved.
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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]