LA Fitness contacted member regarding his concerns and we cancelled the remaining term of the personal training agreement with no further billing or obligation.
Management spoke to [redacted] on 5/15/15 regarding his yearly membership. It has been decided a cancellation and a refund in the amount of $126.56 back to the [redacted]. Refunds take about 5-7 business days to be refunded. Thank you
Our records reflect that member approached our Personal Training Director, [redacted] about cancelling on 3/14/16. [redacted] informed member of the voluntary cancellation provision in his personal training agreement, 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.
However, member refused to pay the cancellation fee, insisting that [redacted] had the power to simply cancel the agreement without a fee or any further billing. [redacted] advised member that that was not the case and member left the club. It should be noted that on 3/28/16, [redacted] called member to follow up with him as his personal training membership was still active.
Member informed [redacted] that he was in the process of mailing in his cancellation notice. However, it was not until 5/3/16 that member paid the cancellation fee to terminate his agreement early. Member had a couple of opportunities to pay the cancellation fee and terminate his agreement prior to 5/3/16 but elected not to. Thus, regular monthly billing continued and member was properly billed in accordance with the terms of members agreement until the time of his cancellation. There is no refund owed.
Management spoke to [redacted] regarding his complaint. Under the terms of the membership, LA Fitness maintains the right to terminate [redacted] membership at any time. [redacted] membership will not be reinstated. Thank you.
The following email was sent to [redacted] on 8/17/2017 offering what we believe to be a fair and reasonable resolution. Ms. ** declined our offer. Unfortunately, we have been unable to reach an amicable resolution. Based on the signed membership agreement terms provided to Ms. **, a full refund is simply not warranted in this case. We remain open to discuss additional options and encourage Ms. ** to contact us directly should she change her mind and decide to accept our resolution. Dear [redacted], With regard to your Revdex.com complaint, I am not clear what you mean by “I soon realized that I was also getting charged extra for a month that I did not originally sign up for.” This is why I was hoping to speak with you in person to clear that up. Nevertheless, you purchased a month to month membership on 6/5/2017. The start-up cost included a $149 initiation fee plus first and last month’s dues up front. I have included a copy of your signed and initialed membership agreement. The membership agreement is clear and does allow you to cancel for any reason, within 5 business days of purchase for a full refund. If you felt pressure, did not agree to the terms, or simply changed your mind you could have elected to cancel within the given rescission period and you would have indeed received a full refund. Your request to cancel was outside of this given period. I do however want to resolve this with you. You understand and have already been told that a refund is not warranted. If I am able to authorize a refund for the monthly dues billing that occurred on 7/5/2017 and your last month’s prepaid dues, for a total of $89.96, will this resolve your issue? I would also be willing to allow to use the membership through 9/30/2017, with no additional charges or fees. I am hoping we can put closure to this and am trying to be as reasonable as I can here. Please let me know your decision as I would like to reply to the Revdex.com and let them know the status of the complaint.
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 management at the club is being very dishonest. They are attempting to remove liability from themselves by claiming I was involved in a physical dispute. Written and verbal witness statements explain that I was wrongfully attacked and that my only fault was telling the operations manager about the incident. In a couple recent phone conversations with the district manager, the reasons that are given as to why my membership has been revoked are denied as ever being the reason for being revoked. 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 am still disappointed that I was not refunded my previous payments for the training sessions I will not be using, however, my contract was paid and I am now out of the personal training. Thank you,[redacted]
Management contacted [redacted] regarding his concerns with the agreed billing terms for his daughters monthly billed membership and his frustration with the lack of responsiveness by the managers at the local club. We apologize for the experience she had and in no way condone such alleged...
behavior. LA Fitness strives to provide excellent customer service to our members and regret that [redacted] felt like our staff had not behaved professionally.
As a courtesy, we have issued a refund in the amount of $63.85 back to the [redacted] on file. Typically refunds take 5-7 business days to complete. [redacted] indicated that he appreciated the follow up and we assured him this issue has been addressed. We believe this matter to be resolved. Thank you.
Management contacted [redacted] via email regarding his concerns with the experience with local staff when attempting to activate a guest pass and the follow up after his club visit. LA Fitness strives to provide excellent customer service and we regret that he came away from the interactions...
feeling like our staff had not behaved professionally.
We apologize for the experience he had and in no way condone such alleged behavior. [redacted] request to remove all the information provided during the club visit from our systems has been completed. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to...
complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Management spoke to [redacted] regarding her complaint. Management cancelled membership and refunded $128.98 back to the checking on file. [redacted] confirmed that she received the refund.
We believe this matter to be resolved and member is satisfied with resolution and with...
Management has made several attempts to contact [redacted] and we have yet to receive a return call. We encourage her to do so or contact her home club. Thank you
LA Fitness offered a reduced cancellation fee. Member elected to take advantage of the reduced fee and paid it on 3/31/16. We cancelled the remaining term of his personal training agreement accordingly.
Management spoke to [redacted] on 12/4/14 regarding his monthly billed membership. [redacted] expressed that he does not want the membership anymore due to issues with the billings that occurred on this account and his cancelled family add on and is requesting a full refund. We advised him that he has used the services and therefore he is not owed a refund. As a courtesy once the November and December billings decline we will waive the balances and resume billing in January. Management will touch base in a week to confirm whether[redacted] would like to continue his membership or not. Management spoke to [redacted] on 12/24/15 and he chose to not continue his membership. An immediate cancellation was processed and the balance has been waived. No further action will be taken. Thank you.
Management spoke to [redacted] on 1/13/15 regarding the cancellation of her daughter [redacted] membership. She stated she cancelled the membership in September of 2014, our records indicate nocancellation was received. However as a courtesy we have processed an immediate cancellation and a 2 month refund in the amount of $75.76 back to the Checkingaccount.
Refunds take about 5-7 business days to be refunded back. Thank you.
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]
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]
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]
In the last email to the Revdex.com they said they were still going to charge me as a member. Glad this is all documented, LA Fitness is a horrible company. I never recieved any membership cancellation email.
HI. Thank you for contacting them. A rep from their office did contact me named [redacted]. I was able to speak to him in person as well as on the phone. They apologized for calling so many times. I do find that to be unnecessary and they should allow the patrons at least a week before calling and in my opinion HARRASSING them for the payments.
Thank you for forwarding the info as I felt that was the only way to get a real response because it seems like "They do not CARE. They take your money and they don't offer classes that are LOW IMPACT Zumba most of the people that go there are FAT and out of shape but if there were some LOW impact classes I'm sure more people including myself would attend. Sometimes the gym is not clean, items not working. BUT that's okay if your 20 seconds late making a payment they HARRASS you and call 7, 8, 13 times in one day. That's RIDICULOUS. So I think we've gotten a few things resolved and I was able to speak to the rep. The California office simply forwarded to him. I appreciate that.
Thank you again for your assistance in us getting these things narrowed down.
[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]
LA Fitness contacted member regarding his concerns and we cancelled the remaining term of the personal training agreement with no further billing or obligation.
Management spoke to [redacted] on 5/15/15 regarding his yearly membership. It has been decided a cancellation and a refund in the amount of $126.56 back to the [redacted]. Refunds take about 5-7 business days to be refunded. Thank you
LA Fitness cancelled the remaining term of member’s personal training agreement with no further billing or obligation.
Our records reflect that member approached our Personal Training Director, [redacted] about cancelling on 3/14/16. [redacted] informed member of the voluntary cancellation provision in his personal training agreement, 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.
However, member refused to pay the cancellation fee, insisting that [redacted] had the power to simply cancel the agreement without a fee or any further billing. [redacted] advised member that that was not the case and member left the club. It should be noted that on 3/28/16, [redacted] called member to follow up with him as his personal training membership was still active.
Member informed [redacted] that he was in the process of mailing in his cancellation notice. However, it was not until 5/3/16 that member paid the cancellation fee to terminate his agreement early. Member had a couple of opportunities to pay the cancellation fee and terminate his agreement prior to 5/3/16 but elected not to. Thus, regular monthly billing continued and member was properly billed in accordance with the terms of members agreement until the time of his cancellation. There is no refund owed.
Management spoke to [redacted] regarding his complaint. Under the terms of the membership, LA Fitness maintains the right to terminate [redacted] membership at any time. [redacted] membership will not be reinstated. Thank you.
The following email was sent to [redacted] on 8/17/2017 offering what we believe to be a fair and reasonable resolution. Ms. ** declined our offer. Unfortunately, we have been unable to reach an amicable resolution. Based on the signed membership agreement terms provided to Ms. **, a full refund is simply not warranted in this case. We remain open to discuss additional options and encourage Ms. ** to contact us directly should she change her mind and decide to accept our resolution. Dear [redacted], With regard to your Revdex.com complaint, I am not clear what you mean by “I soon realized that I was also getting charged extra for a month that I did not originally sign up for.” This is why I was hoping to speak with you in person to clear that up. Nevertheless, you purchased a month to month membership on 6/5/2017. The start-up cost included a $149 initiation fee plus first and last month’s dues up front. I have included a copy of your signed and initialed membership agreement. The membership agreement is clear and does allow you to cancel for any reason, within 5 business days of purchase for a full refund. If you felt pressure, did not agree to the terms, or simply changed your mind you could have elected to cancel within the given rescission period and you would have indeed received a full refund. Your request to cancel was outside of this given period. I do however want to resolve this with you. You understand and have already been told that a refund is not warranted. If I am able to authorize a refund for the monthly dues billing that occurred on 7/5/2017 and your last month’s prepaid dues, for a total of $89.96, will this resolve your issue? I would also be willing to allow to use the membership through 9/30/2017, with no additional charges or fees. I am hoping we can put closure to this and am trying to be as reasonable as I can here. Please let me know your decision as I would like to reply to the Revdex.com and let them know the status of the complaint.
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 management at the club is being very dishonest. They are attempting to remove liability from themselves by claiming I was involved in a physical dispute. Written and verbal witness statements explain that I was wrongfully attacked and that my only fault was telling the operations manager about the incident. In a couple recent phone conversations with the district manager, the reasons that are given as to why my membership has been revoked are denied as ever being the reason for being revoked. 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 am still disappointed that I was not refunded my previous payments for the training sessions I will not be using, however, my contract was paid and I am now out of the personal training. Thank you,[redacted]
Management contacted [redacted] regarding his concerns with the agreed billing terms for his daughters monthly billed membership and his frustration with the lack of responsiveness by the managers at the local club. We apologize for the experience she had and in no way condone such alleged...
behavior. LA Fitness strives to provide excellent customer service to our members and regret that [redacted] felt like our staff had not behaved professionally.
As a courtesy, we have issued a refund in the amount of $63.85 back to the [redacted] on file. Typically refunds take 5-7 business days to complete. [redacted] indicated that he appreciated the follow up and we assured him this issue has been addressed. We believe this matter to be resolved. Thank you.
Management contacted [redacted] via email regarding his concerns with the experience with local staff when attempting to activate a guest pass and the follow up after his club visit. LA Fitness strives to provide excellent customer service and we regret that he came away from the interactions...
feeling like our staff had not behaved professionally.
We apologize for the experience he had and in no way condone such alleged behavior. [redacted] request to remove all the information provided during the club visit from our systems has been completed. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to...
complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Management spoke to [redacted] regarding her complaint. Management cancelled membership and refunded $128.98 back to the checking on file. [redacted] confirmed that she received the refund.
We believe this matter to be resolved and member is satisfied with resolution and with...
follow up call. Thank you.
Management has made several attempts to contact [redacted] and we have yet to receive a return call. We encourage her to do so or contact her home club. Thank you
LA Fitness offered a reduced cancellation fee. Member elected to take advantage of the reduced fee and paid it on 3/31/16. We cancelled the remaining term of his personal training agreement accordingly.
Management spoke to [redacted] on 12/4/14 regarding his monthly billed membership. [redacted] expressed that he does not want the membership anymore due to issues with the billings that occurred on this account and his cancelled family add on and is requesting a full refund. We advised him that he has used the services and therefore he is not owed a refund. As a courtesy once the November and December billings decline we will waive the balances and resume billing in January. Management will touch base in a week to confirm whether[redacted] would like to continue his membership or not. Management spoke to [redacted] on 12/24/15 and he chose to not continue his membership. An immediate cancellation was processed and the balance has been waived. No further action will be taken. Thank you.
Management spoke to [redacted] on 1/13/15 regarding the cancellation of her daughter [redacted] membership. She stated she cancelled the membership in September of 2014, our records indicate nocancellation was received. However as a courtesy we have processed an immediate cancellation and a 2 month refund in the amount of $75.76 back to the Checkingaccount.
Refunds take about 5-7 business days to be refunded back. Thank you.
Revdex.com:
I...
have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
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]
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]
In the last email to the Revdex.com they said they were still going to charge me as a member. Glad this is all documented, LA Fitness is a horrible company. I never recieved any membership cancellation email.
HI. Thank you for contacting them. A rep from their office did contact me named [redacted]. I was able to speak to him in person as well as on the phone. They apologized for calling so many times. I do find that to be unnecessary and they should allow the patrons at least a week before calling and in my opinion HARRASSING them for the payments.
Thank you for forwarding the info as I felt that was the only way to get a real response because it seems like "They do not CARE. They take your money and they don't offer classes that are LOW IMPACT Zumba most of the people that go there are FAT and out of shape but if there were some LOW impact classes I'm sure more people including myself would attend. Sometimes the gym is not clean, items not working. BUT that's okay if your 20 seconds late making a payment they HARRASS you and call 7, 8, 13 times in one day. That's RIDICULOUS. So I think we've gotten a few things resolved and I was able to speak to the rep. The California office simply forwarded to him. I appreciate that.
Thank you again for your assistance in us getting these things narrowed down.
[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]