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]
There is no provision in member's personal training agreement that entitles him to terminate the agreement early, regardless of how far he may have moved from an LA Fitness location. LA Fitness will honor the voluntarycancellation provision in member’s personal training agreement should she elect to take advantage of it.
Member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”). The Agreement was for a minimum initial term of 12 months, beginning 12/19/16 (the “Initial Term”). Member paid a total of $319.00 up front, which included the enrollment fee,...
processing fee and payment for the first month of personal training services. He further agreed to make 11 more consecutive monthly payments, in the amount of $220.00, beginning 1/19/17, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement. In addition, his agreement included a New Client Checklist which outlined key terms, including his acknowledgement that he received and read a copy of his personal training agreement with the initial term of 12 months. This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature and initials on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response). Additionally, Member’s personal training services agreement specifically provided him with a 45-day right to cancel if these terms did not match his understanding (or for any reason) for a full refund. However, he did not take advantage of this option within the rescission period. Thus, under the clear and explicit terms of the Agreement, member is not entitled to a refund or to terminate the Agreement and abandon his contractual obligations (which were very clearly spelled out for him and acknowledged by him) early without a fee. Nevertheless, our District Vice President contacted member regarding his concerns and we agreed to cancel the remaining term of his personal training agreement with no further billing or obligation. Please note that we were not contractually obligated to provide this remedy, but this was done as a customer service consideration for our member.
LA Fitness cancelled member's personal training agreement and processed a refund in the amount of $360.00 (refund applied to the same account used for payment).
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I will accept their offer. However, I would like to point out that I DID receive a phone call from [redacted] on 11/12/2015 requesting a return phone call to resolve this matter. I have contacted [redacted] on several occasions and received nothing but a voice mail and NO return call. Each time a voice message was left and he NEVER returned my calls.I would gladly pay the annual RENEWAL fees to bring the account current. This company did not have any updated information (address, telephone number, credit card#) to contact me after they purchased a PAID in FULL membership from [redacted] in 2012. Something I paid in full over 20 years ago. This is not a MEMBERSHIP FEE . It would be helpful if I had a name to contact regarding this matter instead of "Management". Hopefully, this time someone will return my phone call and I want to make sure they honor their solution to this matter.Regards,
[redacted]
Bureau:
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 records indicate [redacted] mailed in a cancelation form post marked 2/20/15 and his monthly billed membership has been cancelled. We believe this matter to be resolved. Thank you.
LA Fitness contacted member regarding her concerns. Her remaining sessions have been made available for her to and we have scheduled her out for those remaining sessions.
Although LA Fitness believes that we can deliver the services for which member contracted, we have agreed to cancel the remaining term of his personal training agreement with no further billing or obligation and we are processing refunds for July and August's dues (refunds applied to the same account used for payment). Please allow 5-7 business days for the refunds to post to member's account.
Management contacted Mr. [redacted] via email and per hisrequest we have cancelled all his monthly billed memberships. Which include hisfitness and Personal training and [redacted]’ memberships. NO refundsare due. Member understands and is satisfied. Thanky 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 Ms. [redacted] regarding her concerns with the encounter she had with staff member at the Kissimmee location. LA Fitness strives to provide excellent customer service to our members and guests. We have apologized to Ms. [redacted] for the inconvenience related to this incident and...
regret that she came away from the encounter feeling like our staff had not behaved professionally. We confirmed that Ms. [redacted]’s sister signed up for a membership that includes guest privileges and they are attending the gym together. Ms. [redacted] has indicated that she appreciates the follow up and we assured her this issue has been addressed. We believe this matter to be resolved at this time. 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 12 months, beginning 7/13/2016 (the “Initial Term”). Member paid a total of $259.00 up front, which included the enrollment fee, processing...
fee and payment for the first month of personal training services. She further agreed to make 11 more consecutive monthly payments, in the amount of $160.00, beginning 8/13/2016, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement.
Her Agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the Agreement. This provision is clearly outlined on page 2 of the agreement. In addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of her personal training agreement with the initial term of 12 months and the voluntary cancellation provision. This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature and initials on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response). Thus, under the clear and explicit terms of the Agreement, member is not entitled to terminate the Agreement and abandon her contractual obligations early without a fee.
Our District Vice President contacted [redacted] regarding her concerns. She stated that she emailed in a cancellation request due to a medical situation. Member’s personal training agreement includes a provision that allows her to terminate the agreement early without a fee if, member provides proof of permanent disability. However, our records do not reflect that member has provided verification of such a disability. Nevertheless, our District Vice President also offered to reduce the cancellation fee, which would have been 50% of the remaining agreement balance, down to 33% of the remaining agreement balance. Please note that we were not contractually obligated to provide this remedy, but this was done as a customer service consideration for our member. Member elected not to take advantage of the offer at this time.
If member wishes to cancel under the medical provision of her personal training agreement, she simply needs to submit her written notice of cancellation along with verification of her disability to LAF at P.O Box. 54170, Irvine, CA 92619-4170. If member is unable to provide the documents for a medical cancellation, LA Fitness remains willing to honor the reduced cancellation fee should member elect to take advantage of it at a later date. Otherwise, she should be expected to honor her Agreement as LA Fitness stands ready to provide the services for which she contracted.
We believe this sufficiently addresses the concerns brought forth, but please advise if we can be of further assistance.
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 never stated I was satisfied. Aside from they never addressing my being billed in the first place especially in view a contract/agreement was never signed or accepted by me. Nor have they addressed the most serious issue of accessing my monies without my permission. I called the sales manager they same day I met him and the day after to inform him I had decided to not proceed to come in on the third day to finalize the signing and attend the initiation. My calls were never returned but I was billed. Also, I do not appreciate that it took so long for they to process a refund.
Regards,
[redacted]
Management has tried to contact Ms. [redacted] via e-mail regarding her concerns. However, we have not received a return call. Management processed a refund in the amount of $118.00. Refunds typically, could take up to 5-7 business days to complete and will be applied to the [redacted] on file. Should...
Ms. [redacted] have any additional concerns, we encourage her to call us. We believe this matter to be resolved. Thank you.
Management spoke to [redacted] on 2/17/15 regarding the incidents that have occurred in regards to possibly providing personal training to another member. It has been confirmed this is not the case. Member understands our policies regarding providing personal training at our locations. We believe...
this matter to be resolved. should [redacted] have any further concerns we encourage her to contact her home club. Thank you.
Management spoke to [redacted] regarding his complaint. To resolve this matter, we agreed to refund nine payments of $20.35 in the amount of $183.15.
Refunds could take up to 5-7 business days to complete and will be processed to [redacted] Card on file.
If bank denies refund a check...
will be mailed to the address on file. We believe this matter to be resolved. Thank you.
Our District Vice President spoke to member and we processed a refund in the amount of $1,080.00 (refund applied to the same account used for payment). In addition, member will reactivate her personal training agreement and downgrade to 1 session per month so that she can use her remaining sessions.
Member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”). The Agreement was for a minimum initial term of 12 months, beginning 5/8/16 (the “Initial Term”). Member paid a total of $299.00 up front, which included the enrollment fee, processing...
fee and payment for the first month of personal training services.
She further agreed to make 11 more payments, in the amount of $200.00 each, every month, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement. Her 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 (the “Termination Fee”).
This provision is clearly outlined on page 2 of the agreement. In addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of her personal training agreement with the initial term of 12 months and the voluntary cancellation provision. This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature and initials on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response).
Furthermore, member’s personal training services agreement specifically provided her with a 3-day right to cancel if these terms did not match her understanding (or for any reason) for a full refund. However, she did not take advantage of this option within the rescission period.
Thus, under the clear and explicit terms of the Agreement, she was not entitled to terminate the Agreement and abandon her contractual obligations (which were very clearly spelled out for her and acknowledged by her) early without a Termination Fee. If member no longer wishes to continue with her valid agreement, LA Fitness will honor the voluntary cancellation provision should she elect to take advantage of it.
Otherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.
LA Fitness has made several attempts to set her up with another trainer. Member is simply choosing not to continue with the service. This does not entitle her to a refund. We have trainers available and stand ready to continue to provide her with the services for which she contracted.
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]
There is no provision in member's personal training agreement that entitles him to terminate the agreement early, regardless of how far he may have moved from an LA Fitness location. LA Fitness will honor the voluntarycancellation provision in member’s personal training agreement should she elect to take advantage of it.
Member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”). The Agreement was for a minimum initial term of 12 months, beginning 12/19/16 (the “Initial Term”). Member paid a total of $319.00 up front, which included the enrollment fee,...
processing fee and payment for the first month of personal training services. He further agreed to make 11 more consecutive monthly payments, in the amount of $220.00, beginning 1/19/17, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement. In addition, his agreement included a New Client Checklist which outlined key terms, including his acknowledgement that he received and read a copy of his personal training agreement with the initial term of 12 months. This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature and initials on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response). Additionally, Member’s personal training services agreement specifically provided him with a 45-day right to cancel if these terms did not match his understanding (or for any reason) for a full refund. However, he did not take advantage of this option within the rescission period. Thus, under the clear and explicit terms of the Agreement, member is not entitled to a refund or to terminate the Agreement and abandon his contractual obligations (which were very clearly spelled out for him and acknowledged by him) early without a fee. Nevertheless, our District Vice President contacted member regarding his concerns and we agreed to cancel the remaining term of his personal training agreement with no further billing or obligation. Please note that we were not contractually obligated to provide this remedy, but this was done as a customer service consideration for our member.
LA Fitness cancelled member's personal training agreement and processed a refund in the amount of $360.00 (refund applied to the same account used for payment).
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I will accept their offer. However, I would like to point out that I DID receive a phone call from [redacted] on 11/12/2015 requesting a return phone call to resolve this matter. I have contacted [redacted] on several occasions and received nothing but a voice mail and NO return call. Each time a voice message was left and he NEVER returned my calls.I would gladly pay the annual RENEWAL fees to bring the account current. This company did not have any updated information (address, telephone number, credit card#) to contact me after they purchased a PAID in FULL membership from [redacted] in 2012. Something I paid in full over 20 years ago. This is not a MEMBERSHIP FEE . It would be helpful if I had a name to contact regarding this matter instead of "Management". Hopefully, this time someone will return my phone call and I want to make sure they honor their solution to this matter.Regards,
[redacted]
Better Business...
Bureau:
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 records indicate [redacted] mailed in a cancelation form post marked 2/20/15 and his monthly billed membership has been cancelled. We believe this matter to be resolved. Thank you.
LA Fitness contacted member regarding her concerns. Her remaining sessions have been made available for her to and we have scheduled her out for those remaining sessions.
Although LA Fitness believes that we can deliver the services for which member contracted, we have agreed to cancel the remaining term of his personal training agreement with no further billing or obligation and we are processing refunds for July and August's dues (refunds applied to the same account used for payment). Please allow 5-7 business days for the refunds to post to member's account.
Management contacted Mr. [redacted] via email and per hisrequest we have cancelled all his monthly billed memberships. Which include hisfitness and Personal training and [redacted]’ memberships. NO refundsare due. Member understands and is satisfied. Thanky 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 Ms. [redacted] regarding her concerns with the encounter she had with staff member at the Kissimmee location. LA Fitness strives to provide excellent customer service to our members and guests. We have apologized to Ms. [redacted] for the inconvenience related to this incident and...
regret that she came away from the encounter feeling like our staff had not behaved professionally. We confirmed that Ms. [redacted]’s sister signed up for a membership that includes guest privileges and they are attending the gym together. Ms. [redacted] has indicated that she appreciates the follow up and we assured her this issue has been addressed. We believe this matter to be resolved at this time. 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 12 months, beginning 7/13/2016 (the “Initial Term”). Member paid a total of $259.00 up front, which included the enrollment fee, processing...
fee and payment for the first month of personal training services. She further agreed to make 11 more consecutive monthly payments, in the amount of $160.00, beginning 8/13/2016, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement.
Her Agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the Agreement. This provision is clearly outlined on page 2 of the agreement. In addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of her personal training agreement with the initial term of 12 months and the voluntary cancellation provision. This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature and initials on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response). Thus, under the clear and explicit terms of the Agreement, member is not entitled to terminate the Agreement and abandon her contractual obligations early without a fee.
Our District Vice President contacted [redacted] regarding her concerns. She stated that she emailed in a cancellation request due to a medical situation. Member’s personal training agreement includes a provision that allows her to terminate the agreement early without a fee if, member provides proof of permanent disability. However, our records do not reflect that member has provided verification of such a disability. Nevertheless, our District Vice President also offered to reduce the cancellation fee, which would have been 50% of the remaining agreement balance, down to 33% of the remaining agreement balance. Please note that we were not contractually obligated to provide this remedy, but this was done as a customer service consideration for our member. Member elected not to take advantage of the offer at this time.
If member wishes to cancel under the medical provision of her personal training agreement, she simply needs to submit her written notice of cancellation along with verification of her disability to LAF at P.O Box. 54170, Irvine, CA 92619-4170. If member is unable to provide the documents for a medical cancellation, LA Fitness remains willing to honor the reduced cancellation fee should member elect to take advantage of it at a later date. Otherwise, she should be expected to honor her Agreement as LA Fitness stands ready to provide the services for which she contracted.
We believe this sufficiently addresses the concerns brought forth, but please advise if we can be of further assistance.
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 never stated I was satisfied. Aside from they never addressing my being billed in the first place especially in view a contract/agreement was never signed or accepted by me. Nor have they addressed the most serious issue of accessing my monies without my permission. I called the sales manager they same day I met him and the day after to inform him I had decided to not proceed to come in on the third day to finalize the signing and attend the initiation. My calls were never returned but I was billed. Also, I do not appreciate that it took so long for they to process a refund.
Regards,
[redacted]
Management has tried to contact Ms. [redacted] via e-mail regarding her concerns. However, we have not received a return call. Management processed a refund in the amount of $118.00. Refunds typically, could take up to 5-7 business days to complete and will be applied to the [redacted] on file. Should...
Ms. [redacted] have any additional concerns, we encourage her to call us. We believe this matter to be resolved. Thank you.
Management spoke to [redacted] on 2/17/15 regarding the incidents that have occurred in regards to possibly providing personal training to another member. It has been confirmed this is not the case. Member understands our policies regarding providing personal training at our locations. We believe...
this matter to be resolved. should [redacted] have any further concerns we encourage her to contact her home club. Thank you.
Management spoke to [redacted] regarding his complaint. To resolve this matter, we agreed to refund nine payments of $20.35 in the amount of $183.15.
Refunds could take up to 5-7 business days to complete and will be processed to [redacted] Card on file.
If bank denies refund a check...
will be mailed to the address on file. We believe this matter to be resolved. Thank you.
Our District Vice President spoke to member and we processed a refund in the amount of $1,080.00 (refund applied to the same account used for payment). In addition, member will reactivate her personal training agreement and downgrade to 1 session per month so that she can use her remaining sessions.
Member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”). The Agreement was for a minimum initial term of 12 months, beginning 5/8/16 (the “Initial Term”). Member paid a total of $299.00 up front, which included the enrollment fee, processing...
fee and payment for the first month of personal training services.
She further agreed to make 11 more payments, in the amount of $200.00 each, every month, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement. Her 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 (the “Termination Fee”).
This provision is clearly outlined on page 2 of the agreement. In addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of her personal training agreement with the initial term of 12 months and the voluntary cancellation provision. This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature and initials on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response).
Furthermore, member’s personal training services agreement specifically provided her with a 3-day right to cancel if these terms did not match her understanding (or for any reason) for a full refund. However, she did not take advantage of this option within the rescission period.
Thus, under the clear and explicit terms of the Agreement, she was not entitled to terminate the Agreement and abandon her contractual obligations (which were very clearly spelled out for her and acknowledged by her) early without a Termination Fee. If member no longer wishes to continue with her valid agreement, LA Fitness will honor the voluntary cancellation provision should she elect to take advantage of it.
Otherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.
LA Fitness has made several attempts to set her up with another trainer. Member is simply choosing not to continue with the service. This does not entitle her to a refund. We have trainers available and stand ready to continue to provide her with the services for which she contracted.