Management spoke to [redacted] on 3/12/15 regarding the status of his monthly billed family membership. As a resolution the balance in the amount of $314.97 has been waived for monthly dues and the membership has been reinstated. Billing will continue on the 11th of each month at the rate of...
Member’s 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 half of the remaining balance due under the agreement. At the time of his cancellation request, member had used all of his...
paid sessions and the payment he made was simply a cancellation fee, not a payment for additional sessions. Nevertheless, we offered to reverse the cancellation so that member could continue with remaining term if there had been any misunderstanding. However, member elected not to continue with the remaining term of his personal training agreement and chose to let the cancellation stand. Thus, he is not entitled to a refund of the fee he voluntary paid to terminate his agreement early.
LA Fitness contacted member regarding her concerns and we cancelled the remaining term of her personal training agreement with no further billing or obligation.
Management spoke to member and explained that MSM that helped her with account prior to the issue noted that member declined freezing account at that time, and that billing continued for 10 months with no dispute. Member stated that she doesn't check account so didn't realize was being billed...
regular amountstill. Offered to waive balance on account of 126.66 as courtesy. Member didn't think that was enough, that we should refund difference of all months she was supposed to be frozen as well. Member did not want to take any financial responsibility for what she feels was our mistake, which I explained wasn'treasonable. No further action will be taken as member declined resolution. Thank you
Member’s personal training agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the agreement. However, as a customer service consideration for our member, we...
offered to reduce the cancellation fee from 50% to 25% of the remaining agreement balance. Member elected to take advantage of the reduced cancellation fee and we cancelled the remaining term of her personal training agreement accordingly.
LA Fitness processed a refund in the amount of $360.00 and added 4 sessions at no additional cost as a consideration for our member (refund applied to the same account used for payment). Please allow 5-7 business days for the refund to post to the account.
Management spoke to [redacted] regarding the cancellation of his monthly billed membership. He states he cancelled in July of 2015 and due to no usage since that date we have honored an immediate cancellation and no further billing will occur. A refund in the amount of $ 89.85 back to the [redacted] card....
Refunds take about 5-7 business days to be refunded. Member is satisfied. Thank you
Corporate management made several additional attempts to reach [redacted], to discuss her concerns since the last time we were able to reach her, in which she simply requested a cancellation with no additional billing. Her request for cancellation was processed and completed on 9/1/2016. [redacted] returned our calls and advised management that she requested no additional calls or contact. We expressed our desire to assist [redacted] with a resolution based on her continued complaint. [redacted] again declined assistance or to discuss any type of resolution. We have provided [redacted] our direct contact information should she decide in the future to further discuss this matter. We believe we have made every attempt to sufficiently address the concerns brought forth. Thank you.
Based solely on [redacted] misconduct on 10/20/14, we revoked his membership in accordance with the standard terms of his LA Fitness membership agreement effective 12/12011. In particular, those
terms clearly state that “During Club use, all Members and guests...
will refrain from engaging in loud, foul or slanderous language or molesting, badgering or harassing other Members or club employees, agents and contractors.
Threatening or violent conduct is prohibited.”
Please note that LA Fitness does not take any pleasure in revoking the membership of a paying customer, and we will only do so when justified and warranted, as in this case. In addition, [redacted] was advised of this decision and the reasons for it.
While he may disagree with LA Fitness’s decision, we firmly believe that it was in the best interests of our other customers, guests and employees. Due to the nature of the incident that occurred matters are being handled by our legal
department. Thank you.
Member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”). The agreement was for a minimum initial term of 52 weeks, beginning 11/25/14 (the “Initial Term”). Member paid a total of $379.00 up front, which included the processing fee and payment...
for the first 4 weeks of personal training sessions. Member further agreed to make 12 more payments, in the amount of $280.00 each, every 4 weeks, beginning 12/23/14, for the remainder of the Initial Term. These terms are clearly and conspicuously set forth on page 1 of his agreement and he acknowledged his understanding of these billing terms by initialing the three separate sections of the payment schedule section of the Agreement. It is LA Fitness’ policy and practice to provide our members with a complete copy of their agreement at the time of enrollment.
A copy of the agreement was also included in the confirming e-mail member received on the day he enrolled. 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 52 weeks. This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature on the New Client Checklist. It should be noted that the sales person is not able to change the Agreement terms after member initials or signs the electronic signature pad (copies of the agreement, New Client Checklist and confirming e-mail are included with this response). Nevertheless, member’s personal training services agreement specifically provided him with a 10 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. Accordingly, member was properly billed for the remainder of the Agreement term and is not entitled to a refund. Although member’s personal training sessions expired 30 days after the end of the Initial Term, LA Fitness is willing to extend them for him to be able to use. Our District Vice President has attempted to contact member but his calls have not been returned. We urge member to return his call or to contact the Personal Training Director at his local club for further assistance.
Management spoke to [redacted] regarding [redacted] monthly billed membership. After much discussion it was agreed upon toprocess an immediate cancellation and a full refund in the amount of $ 122.89 back to the [redacted] card. Refunds take about 5-7 business days to be...
Our Personal Training Director contacted member regarding her concerns. The 2 sessions have been added back to her account and will schedule her out with Adam for the remaining sessions. We apologize for the delay in processing or any inconvenience it may have caused.
Management notified [redacted] on 2/2/15 that per her request a cancellation has been processed effective 2/2/15 and no furtherbilling will occur. 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.
It's not a "customer service" when there was complete misrepresentation and trickery of the personal training membership. Anyways, I went ahead and cancelled my membership in November and was refunded the $54 for the last month of usage of my gym membership that I had paid when joining. This covers a refund for my November membership because we didn't use the gym but I do need a refund processed of $54 for October because I requested that LA Fitness cancel my gym membership immediately, and that request was made on October 16th, well in advance of the billing date for my gym membership. They did not comply and charged me for October despite the fact that my husband and I didn't use the gym at all in October. Please refund me the $54 for October as my husband and I didn't use the gym.
Regards,
[redacted]
LA Fitness spoke to member’s mother [redacted] who was the one using and paying for the service, and she was reminded that the personal training agreement clearly states, in a section entitled the "Initial Term Acknowledgement" on page 1, that "unless cancelled", the agreement continues on the same...
4-week billing cycle after the Initial Term until written notice of cancellation is provided. Additionally, this term is outlined again in the New Client Checklist which is provided with a copy of the membership agreement (copies of the agreement and New Client Checklist are included with this response). Thus member was properly billed after the Initial Term in accordance with the terms of the personal training agreement and was not entitled to a refund. Nevertheless, LA Fitness processed refunds for four billing cycles, totaling $720.00, on 6/3/15 and 6/4/15. Please note that we were not contractually obligated to provide this remedy, but this was done as a customer service consideration for our member. Kati agreed that this would resolve the dispute and that she would use the remaining personal training sessions.
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] Sent: Monday, February 09, 2015 9:44 AMTo: [redacted]Subject: RE: Revdex.com Dear [redacted] I totally disagree with their respond. I didn’t used the service. Since they over charge me the second day of joining LA Fitness. Some of the over charge was not returned 60 days later. All this time I was making phone calls and took days off to talk toThem. The sad part was that no one put comment on their system That I was trying to resolve this matter. 30 day later when I was asked To pay additional $32.00, I refused to pay. How did I use the service if I was not allowed to work out less than 30 days of joining LA Fitness even though they charged me two months in advance. Since the second day join LA fitness, my mind was howam going to fix my credit card. I had to pay the credit card company because of LA over charge me over $500.00. I am requesting remain $170.00 returned to my name since I close out My credit card because I don’t be charge any longer. Thank you in advance[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]
Our District Manager contacted member regarding her concerns. Member’s personal training agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the agreement....
However, we offered to reduce the cancellation fee from 50% down to 33% of the remaining agreement balance. Member informed our District Manager that she would take advantage of the reduced cancellation fee near the end of the month.
Management spoke to [redacted] on 3/12/15 regarding the status of his monthly billed family membership. As a resolution the balance in the amount of $314.97 has been waived for monthly dues and the membership has been reinstated. Billing will continue on the 11th of each month at the rate of...
99.99 per month. Member is satisfied. Thank you.
Member’s 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 half of the remaining balance due under the agreement. At the time of his cancellation request, member had used all of his...
paid sessions and the payment he made was simply a cancellation fee, not a payment for additional sessions. Nevertheless, we offered to reverse the cancellation so that member could continue with remaining term if there had been any misunderstanding. However, member elected not to continue with the remaining term of his personal training agreement and chose to let the cancellation stand. Thus, he is not entitled to a refund of the fee he voluntary paid to terminate his agreement early.
LA Fitness cancelled member's personal training agreement and processed a full refund on 2/28/17 (refund applied to the same account used for payment)
LA Fitness contacted member regarding her concerns and we cancelled the remaining term of her personal training agreement with no further billing or obligation.
Management spoke to member and explained that MSM that helped her with account prior to the issue noted that member declined freezing account at that time, and that billing continued for 10 months with no dispute. Member stated that she doesn't check account so didn't realize was being billed...
regular amountstill. Offered to waive balance on account of 126.66 as courtesy. Member didn't think that was enough, that we should refund difference of all months she was supposed to be frozen as well. Member did not want to take any financial responsibility for what she feels was our mistake, which I explained wasn'treasonable. No further action will be taken as member declined resolution. Thank you
Member’s personal training agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the agreement. However, as a customer service consideration for our member, we...
offered to reduce the cancellation fee from 50% to 25% of the remaining agreement balance. Member elected to take advantage of the reduced cancellation fee and we cancelled the remaining term of her personal training agreement accordingly.
LA Fitness processed a refund in the amount of $360.00 and added 4 sessions at no additional cost as a consideration for our member (refund applied to the same account used for payment). Please allow 5-7 business days for the refund to post to the account.
Management spoke to [redacted] regarding the cancellation of his monthly billed membership. He states he cancelled in July of 2015 and due to no usage since that date we have honored an immediate cancellation and no further billing will occur. A refund in the amount of $ 89.85 back to the [redacted] card....
Refunds take about 5-7 business days to be refunded. Member is satisfied. Thank you
Corporate management made several additional attempts to reach [redacted], to discuss her concerns since the last time we were able to reach her, in which she simply requested a cancellation with no additional billing. Her request for cancellation was processed and completed on 9/1/2016. [redacted] returned our calls and advised management that she requested no additional calls or contact. We expressed our desire to assist [redacted] with a resolution based on her continued complaint. [redacted] again declined assistance or to discuss any type of resolution. We have provided [redacted] our direct contact information should she decide in the future to further discuss this matter. We believe we have made every attempt to sufficiently address the concerns brought forth. Thank you.
Based solely on [redacted] misconduct on 10/20/14, we revoked his membership in accordance with the standard terms of his LA Fitness membership agreement effective 12/12011. In particular, those
terms clearly state that “During Club use, all Members and guests...
will refrain from engaging in loud, foul or slanderous language or molesting, badgering or harassing other Members or club employees, agents and contractors.
Threatening or violent conduct is prohibited.”
Please note that LA Fitness does not take any pleasure in revoking the membership of a paying customer, and we will only do so when justified and warranted, as in this case. In addition, [redacted] was advised of this decision and the reasons for it.
While he may disagree with LA Fitness’s decision, we firmly believe that it was in the best interests of our other customers, guests and employees. Due to the nature of the incident that occurred matters are being handled by our legal
department. Thank you.
Member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”). The agreement was for a minimum initial term of 52 weeks, beginning 11/25/14 (the “Initial Term”). Member paid a total of $379.00 up front, which included the processing fee and payment...
for the first 4 weeks of personal training sessions. Member further agreed to make 12 more payments, in the amount of $280.00 each, every 4 weeks, beginning 12/23/14, for the remainder of the Initial Term. These terms are clearly and conspicuously set forth on page 1 of his agreement and he acknowledged his understanding of these billing terms by initialing the three separate sections of the payment schedule section of the Agreement. It is LA Fitness’ policy and practice to provide our members with a complete copy of their agreement at the time of enrollment.
A copy of the agreement was also included in the confirming e-mail member received on the day he enrolled. 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 52 weeks. This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature on the New Client Checklist. It should be noted that the sales person is not able to change the Agreement terms after member initials or signs the electronic signature pad (copies of the agreement, New Client Checklist and confirming e-mail are included with this response). Nevertheless, member’s personal training services agreement specifically provided him with a 10 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. Accordingly, member was properly billed for the remainder of the Agreement term and is not entitled to a refund. Although member’s personal training sessions expired 30 days after the end of the Initial Term, LA Fitness is willing to extend them for him to be able to use. Our District Vice President has attempted to contact member but his calls have not been returned. We urge member to return his call or to contact the Personal Training Director at his local club for further assistance.
Management spoke to [redacted] regarding [redacted] monthly billed membership. After much discussion it was agreed upon toprocess an immediate cancellation and a full refund in the amount of $ 122.89 back to the [redacted] card. Refunds take about 5-7 business days to be...
refunded.[redacted] is satisfied. Thank you
LA Fitness processed a refund in the amount of $400.00 on 5/6/16 (refund applied to the same account used for payment).
Our Personal Training Director contacted member regarding her concerns. The 2 sessions have been added back to her account and will schedule her out with Adam for the remaining sessions. We apologize for the delay in processing or any inconvenience it may have caused.
Management notified [redacted] on 2/2/15 that per her request a cancellation has been processed effective 2/2/15 and no furtherbilling will occur. 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.
It's not a "customer service" when there was complete misrepresentation and trickery of the personal training membership. Anyways, I went ahead and cancelled my membership in November and was refunded the $54 for the last month of usage of my gym membership that I had paid when joining. This covers a refund for my November membership because we didn't use the gym but I do need a refund processed of $54 for October because I requested that LA Fitness cancel my gym membership immediately, and that request was made on October 16th, well in advance of the billing date for my gym membership. They did not comply and charged me for October despite the fact that my husband and I didn't use the gym at all in October. Please refund me the $54 for October as my husband and I didn't use the gym.
Regards,
[redacted]
LA Fitness spoke to member’s mother [redacted] who was the one using and paying for the service, and she was reminded that the personal training agreement clearly states, in a section entitled the "Initial Term Acknowledgement" on page 1, that "unless cancelled", the agreement continues on the same...
4-week billing cycle after the Initial Term until written notice of cancellation is provided. Additionally, this term is outlined again in the New Client Checklist which is provided with a copy of the membership agreement (copies of the agreement and New Client Checklist are included with this response). Thus member was properly billed after the Initial Term in accordance with the terms of the personal training agreement and was not entitled to a refund. Nevertheless, LA Fitness processed refunds for four billing cycles, totaling $720.00, on 6/3/15 and 6/4/15. Please note that we were not contractually obligated to provide this remedy, but this was done as a customer service consideration for our member. Kati agreed that this would resolve the dispute and that she would use the remaining personal training sessions.
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] Sent: Monday, February 09, 2015 9:44 AMTo: [redacted]Subject: RE: Revdex.com Dear [redacted] I totally disagree with their respond. I didn’t used the service. Since they over charge me the second day of joining LA Fitness. Some of the over charge was not returned 60 days later. All this time I was making phone calls and took days off to talk toThem. The sad part was that no one put comment on their system That I was trying to resolve this matter. 30 day later when I was asked To pay additional $32.00, I refused to pay. How did I use the service if I was not allowed to work out less than 30 days of joining LA Fitness even though they charged me two months in advance. Since the second day join LA fitness, my mind was howam going to fix my credit card. I had to pay the credit card company because of LA over charge me over $500.00. I am requesting remain $170.00 returned to my name since I close out My credit card because I don’t be charge any longer. Thank you in advance[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]
Our District Manager contacted member regarding her concerns. Member’s personal training agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the agreement....
However, we offered to reduce the cancellation fee from 50% down to 33% of the remaining agreement balance. Member informed our District Manager that she would take advantage of the reduced cancellation fee near the end of the month.