Our records do not reflect an overpayment or that an additional $420.00 was charged. Nevertheless, our Regional Vice President has been attempted to contact member again for clarification. We encourage member to return his call for further assistance. Thank you
Management contacted [redacted] in regards to the billing issue on his monthly billed membership. Their seems to be some confusion regarding the payments that were made at the time of sign up. [redacted] claims a payment in the amount of 299.50 by e-funds did not decline. We are more than happy...
to rectify this issue if [redacted] would provide his home club with a bank statement showing proof the payment cleared. We encourage [redacted] to contact us in order to resolve this issue. Thank you.
Management contacted member regarding his complaint. Member is upset with the excessive phone calls regarding his outstanding balance. Management as a courtsey waived April payment $29.99 as a customer consideration. We believe this matter to be resolved.
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]
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.
Management contacted [redacted] regarding his concerns with the cancellation procedure for his monthly billed family membership and his frustration with the lack of responsiveness by the staff at his local club. LA Fitness strives to provide excellent customer service to our members. We...
apologize for the experience he had and regret that he came away feeling like he was not assisted in his attempts to resolve his concerns.
The cancellation for [redacted] family membership was completed on August 24, 2016. As a courtesy, we have issued a refund in the amount of $340.35 back to the checking account on file. Typically refunds take 5-7 business days to complete. We believe this matter to be resolved.
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.
Our previous response still stands.
Please first note that Fitness International, LLC d/b/a LA Fitness (“LA Fitness”) explicitly reserves the right to terminate any individual’s membership for any reason. This right is stated in the membership agreement signed by [redacted] on June 9, 2014 (enclosed).
Second, despite this unilateral right, LA Fitness had good cause to end its relationship with [redacted]. His, like every other membership agreement, sets forth certain club rules and regulations which the Member agrees to abide by. [redacted] has chosen to disregard these rules despite having had several conversations with management regarding his behavior.
Some of the rules include, without limitation, “Upon entering the club, all Members are required to present their active Membership card or driver’s license or other government issued picture identification. Without the Membership card or proper identification, LA Fitness may prohibit your use of the facilities or may charge a guest fee for use of the facilities for that day.” Additionally, “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.” As you can appreciate, it is of paramount importance that we provide a safe and comfortable environment for our other customers and employees.
LA Fitness has a good faith belief that [redacted]’s behavior in our clubs and failure to abide by simple Club Rules and Regulations has created an uncomfortable atmosphere in our gym. The decision to cancel his membership was not made lightly. Unfortunately, after reviewing this matter, we must stand behind our decision to cancel [redacted]’s membership privileges at all LA Fitness locations. A refund of any pre-paid dues has been processed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and this resolution was satisfactory to me. The business has performed this action, and so I consider this complaint resolved.
Regards,
[redacted]
Management spoke with Mr. [redacted] regarding his concerns. As a courtesy, we agreed to cancel his membership and waive the balance on file. We believe this matter to be resolved. Thank you.
Management spoke with Mr. [redacted] regarding his concerns. As a customer courtesy, Management cancelled his membership and refunded his most recent payment of $38.49. Refunds typically could take up to 5-7 business days to complete and will be applied to the [redacted] card used for payment. We believe this...
Management has made several attempts to contact [redacted]. We have yet to receive a return call. We encourage her to return our call or contact her home club. Thank you
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.
[redacted] complaint arise from several incidents that occurred in our [redacted] location. Based solely on [redacted] misconduct at that time, we revoked her membership in accordance with the standard terms of his LA Fitness membership agreement effective 12/2/2006. 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 she may disagree with LA Fitness’s decision, we firmly believe that it was in the best interests of our other customers, guests and employees. Thank you.
District Operations Manager states that Mr. [redacted] was a former Personal training director at LA Fitness. Mr. [redacted] was specifically told he could not have a membership with us at the time of termination. Mr. [redacted] was asked to leave the club because he was recognized by staff and is not to have a...
membership. Management states that Mr. [redacted] membership has been cancelled and no action will occur with [redacted]. Should Mr. [redacted] have any further concerns with encourage him to contact District Operation Manager. We believe this matter to be resolved. Thank you.
Management contacted Mrs. [redacted] to discuss her concerns related to an incident involving her person items that took place at the [redacted] – [redacted] Pkwy location. We strive to provide excellent customer service and apologize for any inconvenience this situation may have caused Mrs. [redacted]. As a...
courtesy resolution, we are agreed to issue a check in the amount of $472, mailed to the address on file. Additionally, we have cancelled her membership and issued a refund of $68.78 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.
Management contact [redacted] to discuss her concerns with the monthly dues fitness membership that was joined on 11/7/15. She claims to have attempted to cancel within the three day rescission period in order to receive a full refund. Unfortunately his request was not processed and due to...
the billing information on file declining he began to receive phone calls to update his billing information. After much discussion it has been agreed upon to process an immediate cancellation and a full refund in the amount of $148.95 back to the [redacted] on file. Refunds take about 5-7 business days to be refunded. Member is satisfied. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I wish to have the money LA Fitness caused my account to overdraft refunded ]
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.
Please refer to complaint file #[redacted]. It is now 5 weeks after my first complaint, and I want to keep you updated with this persisting problem. No progress has been made on renovating the pool or air handling system - it is drained, no painting going on, no ceiling being fixed, and the continuing company line, per Manager/Operations Manager, [redacted], is "We are waiting for all the custom-made components to be delivered." Yet American Pools, the manager of the pools for LAF, has told the lifeguards at the Bridgeville location that [redacted] will reopen on Nov. 1. [redacted] denies this. Yet several "unofficial" sources state that the approval to even place this order has not been received from Corp. LAF. And the only current solution is 1) Freeze your account - which means LAF continues to receive $10/month compensation, for no service; or 2) go to Bridgeville, which is now overcrowded, and also closes sporadically. Again, LAF is not meeting their contractual obligations, and are seemingly content to enjoy the automatic remittances from all the frozen and/or alternate location swims. They can afford to be closed - obviously, because it doesn't affect income negatively, yet has a positive effect on monthly costs (no water, electric, cleaning supply costs or lifeguard salaries). There are at least two dozen other upset swimmers - we signed up to be at [redacted], whenever we wish, not at any other location, and certainly not "frozen." Please ask for proof when you ask the hard questions - i.e., when will the new air handling system be installed, and when will this pool open? Enough is enough! And, this missive will be shared with all my fellow disgruntled swimmers, who I hope will file their own complaint, or copy this one!
Regards,
[redacted]
Our records do not reflect an overpayment or that an additional $420.00 was charged. Nevertheless, our Regional Vice President has been attempted to contact member again for clarification. We encourage member to return his call for further assistance. Thank you
Management contacted [redacted] in regards to the billing issue on his monthly billed membership. Their seems to be some confusion regarding the payments that were made at the time of sign up. [redacted] claims a payment in the amount of 299.50 by e-funds did not decline. We are more than happy...
to rectify this issue if [redacted] would provide his home club with a bank statement showing proof the payment cleared. We encourage [redacted] to contact us in order to resolve this issue. Thank you.
Management contacted member regarding his complaint. Member is upset with the excessive phone calls regarding his outstanding balance. Management as a courtsey waived April payment $29.99 as a customer consideration. We believe this matter to be resolved.
The refund was processed on 10/23/15 and should be back on member's account as of the time of this response.
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]
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.
Management contacted [redacted] regarding his concerns with the cancellation procedure for his monthly billed family membership and his frustration with the lack of responsiveness by the staff at his local club. LA Fitness strives to provide excellent customer service to our members. We...
apologize for the experience he had and regret that he came away feeling like he was not assisted in his attempts to resolve his concerns.
The cancellation for [redacted] family membership was completed on August 24, 2016. As a courtesy, we have issued a refund in the amount of $340.35 back to the checking account on file. Typically refunds take 5-7 business days to complete. We believe this matter to be resolved.
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.
Our previous response still stands.
Please first note that Fitness International, LLC d/b/a LA Fitness (“LA Fitness”) explicitly reserves the right to terminate any individual’s membership for any reason. This right is stated in the membership agreement signed by [redacted] on June 9, 2014 (enclosed).
Second, despite this unilateral right, LA Fitness had good cause to end its relationship with [redacted]. His, like every other membership agreement, sets forth certain club rules and regulations which the Member agrees to abide by. [redacted] has chosen to disregard these rules despite having had several conversations with management regarding his behavior.
Some of the rules include, without limitation, “Upon entering the club, all Members are required to present their active Membership card or driver’s license or other government issued picture identification. Without the Membership card or proper identification, LA Fitness may prohibit your use of the facilities or may charge a guest fee for use of the facilities for that day.” Additionally, “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.” As you can appreciate, it is of paramount importance that we provide a safe and comfortable environment for our other customers and employees.
LA Fitness has a good faith belief that [redacted]’s behavior in our clubs and failure to abide by simple Club Rules and Regulations has created an uncomfortable atmosphere in our gym. The decision to cancel his membership was not made lightly. Unfortunately, after reviewing this matter, we must stand behind our decision to cancel [redacted]’s membership privileges at all LA Fitness locations. A refund of any pre-paid dues has been processed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and this resolution was satisfactory to me. The business has performed this action, and so I consider this complaint resolved.
Regards,
[redacted]
Management spoke with Mr. [redacted] regarding his concerns. As a courtesy, we agreed to cancel his membership and waive the balance on file. We believe this matter to be resolved. Thank you.
Management spoke with Mr. [redacted] regarding his concerns. As a customer courtesy, Management cancelled his membership and refunded his most recent payment of $38.49. Refunds typically could take up to 5-7 business days to complete and will be applied to the [redacted] card used for payment. We believe this...
matter to be resolved. Thank you.
Management has made several attempts to contact [redacted]. We have yet to receive a return call. We encourage her to return our call or contact her home club. Thank you
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.
[redacted] complaint arise from several incidents that occurred in our [redacted] location. Based solely on [redacted] misconduct at that time, we revoked her membership in accordance with the standard terms of his LA Fitness membership agreement effective 12/2/2006. 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 she may disagree with LA Fitness’s decision, we firmly believe that it was in the best interests of our other customers, guests and employees. Thank you.
District Operations Manager states that Mr. [redacted] was a former Personal training director at LA Fitness. Mr. [redacted] was specifically told he could not have a membership with us at the time of termination. Mr. [redacted] was asked to leave the club because he was recognized by staff and is not to have a...
membership. Management states that Mr. [redacted] membership has been cancelled and no action will occur with [redacted]. Should Mr. [redacted] have any further concerns with encourage him to contact District Operation Manager. We believe this matter to be resolved. Thank you.
Management contacted Mrs. [redacted] to discuss her concerns related to an incident involving her person items that took place at the [redacted] – [redacted] Pkwy location. We strive to provide excellent customer service and apologize for any inconvenience this situation may have caused Mrs. [redacted]. As a...
courtesy resolution, we are agreed to issue a check in the amount of $472, mailed to the address on file. Additionally, we have cancelled her membership and issued a refund of $68.78 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.
Management contact [redacted] to discuss her concerns with the monthly dues fitness membership that was joined on 11/7/15. She claims to have attempted to cancel within the three day rescission period in order to receive a full refund. Unfortunately his request was not processed and due to...
the billing information on file declining he began to receive phone calls to update his billing information. After much discussion it has been agreed upon to process an immediate cancellation and a full refund in the amount of $148.95 back to the [redacted] on file. Refunds take about 5-7 business days to be refunded. Member is satisfied. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I wish to have the money LA Fitness caused my account to overdraft refunded ]
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.
Please refer to complaint file #[redacted]. It is now 5 weeks after my first complaint, and I want to keep you updated with this persisting problem. No progress has been made on renovating the pool or air handling system - it is drained, no painting going on, no ceiling being fixed, and the continuing company line, per Manager/Operations Manager, [redacted], is "We are waiting for all the custom-made components to be delivered." Yet American Pools, the manager of the pools for LAF, has told the lifeguards at the Bridgeville location that [redacted] will reopen on Nov. 1. [redacted] denies this. Yet several "unofficial" sources state that the approval to even place this order has not been received from Corp. LAF. And the only current solution is 1) Freeze your account - which means LAF continues to receive $10/month compensation, for no service; or 2) go to Bridgeville, which is now overcrowded, and also closes sporadically. Again, LAF is not meeting their contractual obligations, and are seemingly content to enjoy the automatic remittances from all the frozen and/or alternate location swims. They can afford to be closed - obviously, because it doesn't affect income negatively, yet has a positive effect on monthly costs (no water, electric, cleaning supply costs or lifeguard salaries). There are at least two dozen other upset swimmers - we signed up to be at [redacted], whenever we wish, not at any other location, and certainly not "frozen." Please ask for proof when you ask the hard questions - i.e., when will the new air handling system be installed, and when will this pool open? Enough is enough! And, this missive will be shared with all my fellow disgruntled swimmers, who I hope will file their own complaint, or copy this one!
Regards,
[redacted]