Management spoke to [redacted] on 4/1/15 regarding the billing of her monthly fitness membership. We have reinstated her membership and billing will resume on the 5th of every month. A refund in the amount of $71.32 was processed back to the [redacted] card. Refunds take about 5-7 business days to be...
refunded. Member is satisfied and considering adding on additional members. This matter has been resolved. Thank you.
Management spoke to member regarding his complaint. Management apologized for the not cancelling his membership when his wife cancelled.
Management agreed to refund the last six payment of $29.95 of dues totaling $179.70. Refunds typically take 7-10 days to process and will go back...
to the [redacted] on file. We believe this matter to be resolved.
Thank you.
Our position has not changed. Member's concerns were addressed in our initial response. Please note that in our response, we indicated that member often used two 25 minute sessions at a time (50 minutes total), not 2 hours at a time. Her training history has been included with this response for clarification as well. Member can also view her training history online. However, our records do not indicate that she has activated her online account to be able to view her training history. She can create her online account on our website at [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.
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]
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 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.
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.
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.Can they provide me with evidence the multiple times that they have tried to contact me? I will happily provide them with my phone records and email records to show that I have not been contacted at all for the issue. Can they contact the salesman who ripped me off? Probably not because he didn't work with their company for very long. I'm not accepting the terms because I was told I could cancel. They don't even have the trainer's train with you before you sign up! It's some random dude who has no idea what even the trainer does with you. Regards,[redacted]
Management spoke with Ms. [redacted] regarding her concerns. As courtesy we agreed to cancel her PIF membership effective 9-3-2016 and honored a prorated refund in the amount of $524.25. Refunds typically could take up to 7-10 business days to complete and will be applied to the AMEX card on file. We...
Management has made several attempts to contact [redacted] regarding his concerns related to the cancellation of his monthly dues membership but we have been unable to connect with him directly. [redacted] states that he came into a location to cancel and attempted to cancel via phone. LA Fitness...
provides members with the option to cancel at any LA Fitness location with an Operations Manager between the hours of 8 AM-5 PM on Monday through Friday, but we strongly encourage members to send a written cancellation request via certified mail to ensure return-receipt.
Our cancellation policy is not designed to make it difficult for our members to cancel, but to ensure cancellations are handled properly. We have received no such cancellation request from [redacted]. As a result, no cancellation was processed and the monthly billing continued based on the membership terms. As a courtesy, we have completed a cancellation of the monthly dues membership on June 6, 2016 with no additional billing. We encourage [redacted] to return our calls so we can adequately assist him with a resolution.
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]
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.
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]
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.
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]
Management contacted [redacted] in regards to his protest of the revocation processed on his membership. However, LA Fitness has the right to choose not to do business with members whom we believe are sharing their membership with other non-members, which was the case with [redacted]. [redacted]...
[redacted]’s membership was revoked because on several occasions non-members attempted to access our facilities using [redacted]’s account by providing information we believe was provided to them in an attempt to share the individual membership.
In such a situation, LA Fitness feels it is appropriate and has the right to decide to revoke a membership based on such concerns. This revocation is consistent with normal business practices as well as the terms of [redacted]’s LA Fitness membership agreement. His membership agreement specifically provides that LA Fitness reserves the right to terminate the agreement for any reason (with a refund of any prepaid dues for time the member is not permitted to use the gym). [redacted]’s prepaid last month’s dues of $34.99 was refunded back to the [redacted] card on file on 9/15/2016.
In short, LA Fitness is not required to keep doing business with a member it believes has broken its rules and engaged in inappropriate conduct. Accordingly, it is not required to reinstate [redacted]’s membership and it stands by this decision that [redacted] should start fresh with another gym. Thank you.
Management spoke to [redacted] on 4/1/15 regarding the billing of her monthly fitness membership. We have reinstated her membership and billing will resume on the 5th of every month. A refund in the amount of $71.32 was processed back to the [redacted] card. Refunds take about 5-7 business days to be...
refunded. Member is satisfied and considering adding on additional members. This matter has been resolved. Thank you.
Management spoke to member regarding his complaint. Management apologized for the not cancelling his membership when his wife cancelled.
Management agreed to refund the last six payment of $29.95 of dues totaling $179.70. Refunds typically take 7-10 days to process and will go back...
to the [redacted] on file. We believe this matter to be resolved.
Thank you.
Our position has not changed. Member's concerns were addressed in our initial response. Please note that in our response, we indicated that member often used two 25 minute sessions at a time (50 minutes total), not 2 hours at a time. Her training history has been included with this response for clarification as well. Member can also view her training history online. However, our records do not indicate that she has activated her online account to be able to view her training history. She can create her online account on our website at [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.
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]
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 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.
[redacted] card ending in[redacted] was removed and replaced with a [redacted] ending in [redacted] that member provided to LA Fitness on 8/3/16.
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.
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.Can they provide me with evidence the multiple times that they have tried to contact me? I will happily provide them with my phone records and email records to show that I have not been contacted at all for the issue. Can they contact the salesman who ripped me off? Probably not because he didn't work with their company for very long. I'm not accepting the terms because I was told I could cancel. They don't even have the trainer's train with you before you sign up! It's some random dude who has no idea what even the trainer does with you. Regards,[redacted]
Management spoke with Ms. [redacted] regarding her concerns. As courtesy we agreed to cancel her PIF membership effective 9-3-2016 and honored a prorated refund in the amount of $524.25. Refunds typically could take up to 7-10 business days to complete and will be applied to the AMEX card on file. We...
believe this matter to be resolved. Thank you.
Management has made several attempts to contact [redacted] regarding his concerns related to the cancellation of his monthly dues membership but we have been unable to connect with him directly. [redacted] states that he came into a location to cancel and attempted to cancel via phone. LA Fitness...
provides members with the option to cancel at any LA Fitness location with an Operations Manager between the hours of 8 AM-5 PM on Monday through Friday, but we strongly encourage members to send a written cancellation request via certified mail to ensure return-receipt.
Our cancellation policy is not designed to make it difficult for our members to cancel, but to ensure cancellations are handled properly. We have received no such cancellation request from [redacted]. As a result, no cancellation was processed and the monthly billing continued based on the membership terms. As a courtesy, we have completed a cancellation of the monthly dues membership on June 6, 2016 with no additional billing. We encourage [redacted] to return our calls so we can adequately assist him with a resolution.
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]
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.
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]
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.
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]
LA Fitness processed a refund in the amount of $400.00 on 5/6/16 (refund applied to the same account used for payment).
Management contacted [redacted] in regards to his protest of the revocation processed on his membership. However, LA Fitness has the right to choose not to do business with members whom we believe are sharing their membership with other non-members, which was the case with [redacted]. [redacted]...
[redacted]’s membership was revoked because on several occasions non-members attempted to access our facilities using [redacted]’s account by providing information we believe was provided to them in an attempt to share the individual membership.
In such a situation, LA Fitness feels it is appropriate and has the right to decide to revoke a membership based on such concerns. This revocation is consistent with normal business practices as well as the terms of [redacted]’s LA Fitness membership agreement. His membership agreement specifically provides that LA Fitness reserves the right to terminate the agreement for any reason (with a refund of any prepaid dues for time the member is not permitted to use the gym). [redacted]’s prepaid last month’s dues of $34.99 was refunded back to the [redacted] card on file on 9/15/2016.
In short, LA Fitness is not required to keep doing business with a member it believes has broken its rules and engaged in inappropriate conduct. Accordingly, it is not required to reinstate [redacted]’s membership and it stands by this decision that [redacted] should start fresh with another gym. Thank you.