Management contacted [redacted] regarding his request for a special consideration to allow renewal of a previously expired membership. Effective December 1, 2011, Fitness & Sports Clubs, LLC (a wholly owned subsidiary of Fitness International, LLC), doing business as LA Fitness (“LA...
Fitness”), purchased certain club assets related to 171 [redacted] and acquired certain membership agreements from [redacted] and certain of its subsidiaries (the [redacted] membership was one of those membership. The annual membership expired in June, 2014, when he failed to pay a renewal fee. His membership expired per its term, and a renewal was no longer available to [redacted] However, as a courtesy, we have agreed to extend the expiration date to June, 2015, allowing [redacted] to pay the annual renewal amount of $119.88 to extend the expiration to June, 9 2016. [redacted] will need to pay a renewal in the amount of $119.88 annually to continue to extend the membership by 12 months from expiration. Member satisfied. Thank you.
We have made several attempts to contact [redacted] regarding his fitness membership. We have yet to receive a return call. We encourage him to return our call in order to discuss his concerns. Thank you.
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 52 weeks, beginning 5/29/14 (the “Initial Term”). She paid a total of $239.00 up front, which included the enrollment fee, processing fee and payment for...
the first four weeks of personal training sessions. She further agreed to make 12 more payments, in the amount of $90.00 each, every four weeks, beginning 6/26/14, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of members agreement and she acknowledged her understanding of these billing terms by initialing the 3 separate sections outlining the payment schedule. Her 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 half of the remaining balance due under the agreement. This provision is clearly outlined on page 2 of her 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, the initial term of 52 weeks and the voluntary cancelation provision. This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response). Member’s personal training services agreement specifically provided her with a 10-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, she was not entitled to a refund or to terminate the agreement early without a fee. If member no longer wishes to continue with her valid agreement, LA Fitness will honor the voluntary cancellation provision in member’s personal training agreement should she elect to take advantage of it. Member may contact the Operations Manager at her local club or our Member Service Department at [redacted] for the exact amount and for processing. Otherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.
Management reviewed Mr. [redacted] complaint. As a courtesy, we cancelled his membership over the phone. We also informed him that no further billing will occur and he has club access until 12/17/2017. We believe this matter to be resolved and Mr. [redacted] is satisfied with resolution. Thank you.
Management spoke to Mr. [redacted] on 11/18/14 regarding hisannual membership. Per his request and due to the closure of his home club arefund in the amount of $210 has been processed back to the Visa card. Refundstake about 5-7 business days to be refunded. 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 inquired about the written policy which mentions that home club request is not entertained, to which I was replied that they cannot write each and every permutation available in the contract. Since we both decided to disagree and discussion wasn't fruitful I decided to cancel my membership. I just wanted my home club to be moved after an year since my lease expired and moved to a new place which is 20 miles commute rather than 6 miles of commute to other nearest club.
Regards,
[redacted]
Management spoke with Ms. [redacted] regarding her concerns. Management also spoke to staff regarding this incident. As a customer accommodation, management agreed to upgrade her membership from Single club access to Multi club access waiving upgrade fees. We believe this matter to be resolved. Thank...
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]
Management spoke with Mr. [redacted] regarding his concerns. As a courtesy we agreed to refund $34.99 back to the [redacted] Card on file. Refunds typically could take up to 7-10 business days to complete. We believe this matter to be resolved. Thank you.
Corporate management spoke with Mr. [redacted] regarding his concerns with the interaction he had with a staff member at the [redacted] location. We apologize for the experience he had and in no way condone such alleged behavior. LA Fitness strives to provide excellent customer service to our...
members. Management has been in contact with the local staff, at the [redacted] location, to address Mr. [redacted]’s concerns. Member is satisfied and we believe this matter to be resolved. Thank you.
LA Fitness has been in contact with member regarding her concerns. We cancelled her personal training agreement with no further billing or obligation and processed a refund on 6/6/17.
Management contacted [redacted] regarding the cancellation of the monthly dues membership for his father [redacted] stated he attempted to cancel both memberships via telephone and in person in January 2016. The history on [redacted]’s account reflects that a cancellation was received and...
processed for only his membership.
LA Fitness provides members with the option to cancel their membership at any location with an Operations Manager between the hours of 8AM-5PM Monday through Friday, but we strongly advise that member's mail in a written cancellation request via certified mail to ensure return-receipt. This cancellation policy is not designed to make it difficult for our members to cancel, but rather to ensure cancellations are handled properly. There is no history on [redacted]’s membership regarding receipt of such a cancellation request.
Nevertheless, as a courtesy, we have completed a cancellation for [redacted]’s membership on September 7, 2016. We have also agreed to a refund in the amount of $90, which was comprised of charges after the date [redacted] states he requested a cancellation for both memberships. Refunds typically take 5-7 business days to complete. We believe this matter to be resolved. Thank you.
Management contacted [redacted] regarding her complaint, in which she states local management of the [redacted]. location acted in an unprofessional manner when handling a guest pass activation for her mother-in-law. Management contacted [redacted] via telephone to discuss the incident and...
her concerns.
LA Fitness strives to provide excellent customer service to our members and guests. We have apologized to [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. [redacted] has indicated that she appreciates the follow up and we assured her this issue has been addressed.
We offered to honor the guest pass originally requested and have provided [redacted] with direct contact information should she decide to active the pass for her mother-in-law or any other guest. We believe this matter to be resolved at this time. Thank you.
Per the members request we received a cancellation request post marked 4/27/15. A cancellation was processed and no further billing has occurred. No balance Is owed at this time. We believe this matter to be resolved. 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 spoke with the rep from La fitness and we agreed to both accounts be cancelled and I would not own anything on both accounts. I rounded the ending balance $95.00 on both the gym memberships I started on 11/29/2014. On the message it only talks of one account. they is two account. And I would like both accounts to be included as we, the rep from LA fitness and I did speak of in the agreement on 4/2015. if this is what LA Fitness meaning by the message sent to the Revdex.com, then I accept. If not then I do not agree.
Regards,
[redacted]
[redacted] signed a 12 month Personal Training Contract on July 13, 2016. The Contract allows for a voluntary cancelation at any time, for any reason, by paying only half of the remaining balance due at the time of cancelling (“termination fee”). This provision is clearly outlined on page 2...
of the agreement. Further, [redacted] purchased personal training services in general, not the services of any specific individual trainer, which is also outlined in her Contract. The fact that she has had multiple trainers does not entitle her to a refund or to terminate the agreement early without paying the termination fee.
These key terms were not only in the Contract, but also in the New Client Checklist in which she also acknowledged that she received and read a copy of her personal training Contract. This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature and initials on the Checklist (copies of the Agreement and New Client Checklist are included with this response). [redacted] is attempting to enforce another provision in her Contract that allows for early termination without a fee upon death or disability; however, the documentation she has provided does not meet that criteria.
[redacted] is not entitled to a refund or to terminate the Contract and abandon her contractual obligations unless she pays the termination fee. [redacted]’s options are to pay the termination fee or continue to avail herself of the personal training services we offer, which we stand ready to provide. Our District Vice President personally contacted [redacted], upgraded her membership at no cost to train with one of our Master Trainers. We will work with her to make sure we can reasonably accommodate her schedule and provide her with the service she contracted for if she will allow it.
Management spoke to [redacted] on 10/19/15 regarding the incident that occurred when trying to utilize a guest pass. We apologize for what happened with staff and that issue has been addressed. Per his request we have granted him a 2 week guest pass to utilize our facility. We believe this matter to...
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. They have already refunded me the money and I an satisfied with the resolution.
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.
I filed complaint against LA Fitness on 8/27/2015 4:34:29 PM with complaint ID [redacted]. On 9/23 I received a notice that LA Fitness would refund me $700.00. I only received a $600 refund on my credit account, and still I have not received the remaining $100 refund. I was not able to respond to the claim and mark it dissatisfied, and I did not see the option to do so on the Revdex.com platform.
Desired Outcome: Remaining $100 refund.
Management spoke to [redacted] regarding his concerns with the club access included in this monthly billed membership and his frustration with the lack of responsiveness by a staff member at his local club. LA Fitness strives to provide excellent customer service to our members and we apologize...
for the experience he had.
As a courtesy, we have adjusted his membership to Premier Single State access, which will include access to all locations in WA with the exception of Signature clubs. We believe this matter to be resolved. Thank you.
Management contacted [redacted] regarding his request for a special consideration to allow renewal of a previously expired membership. Effective December 1, 2011, Fitness & Sports Clubs, LLC (a wholly owned subsidiary of Fitness International, LLC), doing business as LA Fitness (“LA...
Fitness”), purchased certain club assets related to 171 [redacted] and acquired certain membership agreements from [redacted] and certain of its subsidiaries (the [redacted] membership was one of those membership. The annual membership expired in June, 2014, when he failed to pay a renewal fee. His membership expired per its term, and a renewal was no longer available to [redacted] However, as a courtesy, we have agreed to extend the expiration date to June, 2015, allowing [redacted] to pay the annual renewal amount of $119.88 to extend the expiration to June, 9 2016. [redacted] will need to pay a renewal in the amount of $119.88 annually to continue to extend the membership by 12 months from expiration. Member satisfied. Thank you.
We have made several attempts to contact [redacted] regarding his fitness membership. We have yet to receive a return call. We encourage him to return our call in order to discuss his concerns. Thank you.
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 52 weeks, beginning 5/29/14 (the “Initial Term”). She paid a total of $239.00 up front, which included the enrollment fee, processing fee and payment for...
the first four weeks of personal training sessions. She further agreed to make 12 more payments, in the amount of $90.00 each, every four weeks, beginning 6/26/14, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of members agreement and she acknowledged her understanding of these billing terms by initialing the 3 separate sections outlining the payment schedule. Her 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 half of the remaining balance due under the agreement. This provision is clearly outlined on page 2 of her 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, the initial term of 52 weeks and the voluntary cancelation provision. This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response). Member’s personal training services agreement specifically provided her with a 10-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, she was not entitled to a refund or to terminate the agreement early without a fee. If member no longer wishes to continue with her valid agreement, LA Fitness will honor the voluntary cancellation provision in member’s personal training agreement should she elect to take advantage of it. Member may contact the Operations Manager at her local club or our Member Service Department at [redacted] for the exact amount and for processing. Otherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.
Management reviewed Mr. [redacted] complaint. As a courtesy, we cancelled his membership over the phone. We also informed him that no further billing will occur and he has club access until 12/17/2017. We believe this matter to be resolved and Mr. [redacted] is satisfied with resolution. Thank you.
Management spoke to Mr. [redacted] on 11/18/14 regarding hisannual membership. Per his request and due to the closure of his home club arefund in the amount of $210 has been processed back to the Visa card. Refundstake about 5-7 business days to be refunded. 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 inquired about the written policy which mentions that home club request is not entertained, to which I was replied that they cannot write each and every permutation available in the contract. Since we both decided to disagree and discussion wasn't fruitful I decided to cancel my membership. I just wanted my home club to be moved after an year since my lease expired and moved to a new place which is 20 miles commute rather than 6 miles of commute to other nearest club.
Regards,
[redacted]
Management spoke with Ms. [redacted] regarding her concerns. Management also spoke to staff regarding this incident. As a customer accommodation, management agreed to upgrade her membership from Single club access to Multi club access waiving upgrade fees. We believe this matter to be resolved. Thank...
you.
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]
Management spoke with Mr. [redacted] regarding his concerns. As a courtesy we agreed to refund $34.99 back to the [redacted] Card on file. Refunds typically could take up to 7-10 business days to complete. We believe this matter to be resolved. Thank you.
Corporate management spoke with Mr. [redacted] regarding his concerns with the interaction he had with a staff member at the [redacted] location. We apologize for the experience he had and in no way condone such alleged behavior. LA Fitness strives to provide excellent customer service to our...
members. Management has been in contact with the local staff, at the [redacted] location, to address Mr. [redacted]’s concerns. Member is satisfied and we believe this matter to be resolved. Thank you.
LA Fitness has been in contact with member regarding her concerns. We cancelled her personal training agreement with no further billing or obligation and processed a refund on 6/6/17.
Management contacted [redacted] regarding the cancellation of the monthly dues membership for his father [redacted] stated he attempted to cancel both memberships via telephone and in person in January 2016. The history on [redacted]’s account reflects that a cancellation was received and...
processed for only his membership.
LA Fitness provides members with the option to cancel their membership at any location with an Operations Manager between the hours of 8AM-5PM Monday through Friday, but we strongly advise that member's mail in a written cancellation request via certified mail to ensure return-receipt. This cancellation policy is not designed to make it difficult for our members to cancel, but rather to ensure cancellations are handled properly. There is no history on [redacted]’s membership regarding receipt of such a cancellation request.
Nevertheless, as a courtesy, we have completed a cancellation for [redacted]’s membership on September 7, 2016. We have also agreed to a refund in the amount of $90, which was comprised of charges after the date [redacted] states he requested a cancellation for both memberships. Refunds typically take 5-7 business days to complete. We believe this matter to be resolved. Thank you.
Management contacted [redacted] regarding her complaint, in which she states local management of the [redacted]. location acted in an unprofessional manner when handling a guest pass activation for her mother-in-law. Management contacted [redacted] via telephone to discuss the incident and...
her concerns.
LA Fitness strives to provide excellent customer service to our members and guests. We have apologized to [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. [redacted] has indicated that she appreciates the follow up and we assured her this issue has been addressed.
We offered to honor the guest pass originally requested and have provided [redacted] with direct contact information should she decide to active the pass for her mother-in-law or any other guest. We believe this matter to be resolved at this time. Thank you.
Per the members request we received a cancellation request post marked 4/27/15. A cancellation was processed and no further billing has occurred. No balance Is owed at this time. We believe this matter to be resolved. 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 spoke with the rep from La fitness and we agreed to both accounts be cancelled and I would not own anything on both accounts. I rounded the ending balance $95.00 on both the gym memberships I started on 11/29/2014. On the message it only talks of one account. they is two account. And I would like both accounts to be included as we, the rep from LA fitness and I did speak of in the agreement on 4/2015. if this is what LA Fitness meaning by the message sent to the Revdex.com, then I accept. If not then I do not agree.
Regards,
[redacted]
[redacted] signed a 12 month Personal Training Contract on July 13, 2016. The Contract allows for a voluntary cancelation at any time, for any reason, by paying only half of the remaining balance due at the time of cancelling (“termination fee”). This provision is clearly outlined on page 2...
of the agreement. Further, [redacted] purchased personal training services in general, not the services of any specific individual trainer, which is also outlined in her Contract. The fact that she has had multiple trainers does not entitle her to a refund or to terminate the agreement early without paying the termination fee.
These key terms were not only in the Contract, but also in the New Client Checklist in which she also acknowledged that she received and read a copy of her personal training Contract. This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature and initials on the Checklist (copies of the Agreement and New Client Checklist are included with this response). [redacted] is attempting to enforce another provision in her Contract that allows for early termination without a fee upon death or disability; however, the documentation she has provided does not meet that criteria.
[redacted] is not entitled to a refund or to terminate the Contract and abandon her contractual obligations unless she pays the termination fee. [redacted]’s options are to pay the termination fee or continue to avail herself of the personal training services we offer, which we stand ready to provide. Our District Vice President personally contacted [redacted], upgraded her membership at no cost to train with one of our Master Trainers. We will work with her to make sure we can reasonably accommodate her schedule and provide her with the service she contracted for if she will allow it.
Management spoke to [redacted] on 10/19/15 regarding the incident that occurred when trying to utilize a guest pass. We apologize for what happened with staff and that issue has been addressed. Per his request we have granted him a 2 week guest pass to utilize our facility. We believe this matter to...
be resolved. 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. They have already refunded me the money and I an satisfied with the resolution.
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.
I filed complaint against LA Fitness on 8/27/2015 4:34:29 PM with complaint ID [redacted]. On 9/23 I received a notice that LA Fitness would refund me $700.00. I only received a $600 refund on my credit account, and still I have not received the remaining $100 refund. I was not able to respond to the claim and mark it dissatisfied, and I did not see the option to do so on the Revdex.com platform.
Desired Outcome: Remaining $100 refund.
Management spoke to [redacted] regarding his concerns with the club access included in this monthly billed membership and his frustration with the lack of responsiveness by a staff member at his local club. LA Fitness strives to provide excellent customer service to our members and we apologize...
for the experience he had.
As a courtesy, we have adjusted his membership to Premier Single State access, which will include access to all locations in WA with the exception of Signature clubs. We believe this matter to be resolved. Thank you.