Management contacted Mrs. [redacted] regarding her concerns with her experience when checking in at the Beverly Hills – Wilshire Blvd location. We strive to provide excellent customer service to our members and guests and regret that Mrs. [redacted] came away from her experience feeling like staff...
acted in an unprofessional manner. Management reviewed in detail our check in process to help clarify our procedures for the member. Mrs. [redacted] understood and expressed her intent to continue with her membership. We have provided her direct contact information should she need additional assistance in the future. We believe this matter to be resolved. 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 have received a phone call from the director of operations of LA Fitness in [redacted] where the incident happened. She offered an apology and waive the fee if I decided to sign up with LA Fitness again. Unfortunately, I am not going to sign up with LA Fitness again. On August 3rd, I received a phone call from
[redacted] at, I assume headquarters, but was not able to take the call because I was at work. Per her voicemail, she was going to be on vacation until August 7, 2015. I returned her call on August 7 and left her a voicemail. I have not heard from her since.
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.
No offer whatsoever was given me.
I spent one year plus driving far out of my way to go to one of their new clubs in Oceanside.
Regards,
[redacted]
Management has made several attempts to contact Ms. [redacted] to discuss her concerns. However, we have not received a return call. As a courtesy, a cancellation was processed on 11/21/2017 and a cancellation confirmation receipt was e-mailed to her. Management also agreed to refund her...
last two payments of $14.99 each. Refunds typically could take up to 5-7 business days to complete and will be applied to the [redacted] on file. Should Ms. [redacted] need additional assistance, we encourage her to return our calls so we can adequately assist her. 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.
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 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...
[redacted] 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 6/4/2016 (the “Initial Term”). Member paid a total of $327.70 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 $219.20, beginning 7/4/2016, 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.
His Agreement includes a voluntary cancelation provision, which affords him the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the Agreement. This provision is clearly outlined on page 2 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 and the voluntary cancellation provision. 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).
LA Fitness honored the voluntary cancellation provision of the Agreement, when member elected to process the cancellation, by completing the buy out on 10/3/2016. Thus, under the clear and explicit terms of the Agreement, member is not entitled to a refund. Please note that we are not contractually obligated to provide an alternative remedy. Nevertheless, our District Vice President has been in contact with [redacted] and [redacted] and have scheduled a time, based on their availability, to discuss this matter further.
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.
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.
Regards,
[redacted]
We did not use a single day of the gym because the plan sold as explained was not going to be executed. The documents were signed on behalf of a minor who was denied the services when he showed up on the first day when the personal training sessions were to be started.None of the facts raised in my last correspondence were addressed by L.A. Fitness in response,which was a statement adding nothing to the initial first response from them. (LA Fitness)I am appreciative of the said account standing cancelled and this is to request that the money that has been deducted from our account every month in the amount of 200 dollars be refunded back to me. The total amount that LA Fitness owes us is 1000dollars. ( There has been no services used )This is to request that L.A.Fitness should clear its name of solicitation, manipulation and fraudulent practice by one of its agents involved in this case. I am also thankful to Revdex.com to help avoid legal fees for both the parties if we are able to amicably settle this issue in this manner.SinThanking you,Sincerely,[redacted]
Our District Vice President contacted member regarding his concerns. As member acknowledges, he committed to a personal training program for a minimum initial term of 12 months. The circumstance does not entitle member to terminate the agreement early without a fee and member understands his...
obligation to complete the remaining term of the agreement.
At this time we have processed an End of Term cancellation to ensure that the monthly billing does not continue after member has completed his initial term and it should be noted that any unused sessions expire 30 days after the end of the initial term. However, LA Fitness is willing to extend the expiration date to allow member to use any remaining sessions at that time in light of the circumstance.
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 11/20/14 (the “Initial Term”). She paid a total of $189.00 up front, which included the 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 12/18/14, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of her agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule outlining these terms. 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. 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 12 months 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). Her 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 refund. However, she did not take advantage of this option within the rescission period. Thus, she is not entitled to a refund or to terminate the agreement early without a fee. LA Fitness will honor the voluntary cancellation provision should member 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.
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 has made several attempts to contact. [redacted] regarding her monthly billed fitness membership. We encourage her to return our call to discuss her concerns further. thank you.
Management spoke to [redacted] regarding the miscommunication regarding the cost of Kids Klub. We apologize for any miscommunication that occurred. Per her request we have processed a cancelation and no further billing will occur. A refund in the amount of $85.80 was processed back to the [redacted] card....
Refunds take about 5-7business days. Member is satisfied. 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 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.
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.
You did not respond to any other parts of my complaint, including the fact that multiple parts of the agreement were not upheld by members of the training staff at LA Fitness. In addition, we were bribed AND lied to by a member of your company. Since then, we have not been able to get anyone to help us. He told us we would not have to pay any fees if we moved somewhere that was not near an LA Fitness. We knew this might happen, and this is the only reason we agreed to sign up. I want my entire complaint resolved before I will consider giving another penny to LA Fitness.
Regards,
[redacted]
Management contacted Mrs. [redacted] regarding her concerns with her experience when checking in at the Beverly Hills – Wilshire Blvd location. We strive to provide excellent customer service to our members and guests and regret that Mrs. [redacted] came away from her experience feeling like staff...
acted in an unprofessional manner. Management reviewed in detail our check in process to help clarify our procedures for the member. Mrs. [redacted] understood and expressed her intent to continue with her membership. We have provided her direct contact information should she need additional assistance in the future. We believe this matter to be resolved. 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 have received a phone call from the director of operations of LA Fitness in [redacted] where the incident happened. She offered an apology and waive the fee if I decided to sign up with LA Fitness again. Unfortunately, I am not going to sign up with LA Fitness again. On August 3rd, I received a phone call from
[redacted] at, I assume headquarters, but was not able to take the call because I was at work. Per her voicemail, she was going to be on vacation until August 7, 2015. I returned her call on August 7 and left her a voicemail. I have not heard from her since.
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.
No offer whatsoever was given me.
I spent one year plus driving far out of my way to go to one of their new clubs in Oceanside.
Regards,
[redacted]
Management has made several attempts to contact Ms. [redacted] to discuss her concerns. However, we have not received a return call. As a courtesy, a cancellation was processed on 11/21/2017 and a cancellation confirmation receipt was e-mailed to her. Management also agreed to refund her...
last two payments of $14.99 each. Refunds typically could take up to 5-7 business days to complete and will be applied to the [redacted] on file. Should Ms. [redacted] need additional assistance, we encourage her to return our calls so we can adequately assist her. 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.
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 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.
[redacted] 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 6/4/2016 (the “Initial Term”). Member paid a total of $327.70 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 $219.20, beginning 7/4/2016, 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.
His Agreement includes a voluntary cancelation provision, which affords him the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the Agreement. This provision is clearly outlined on page 2 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 and the voluntary cancellation provision. 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).
LA Fitness honored the voluntary cancellation provision of the Agreement, when member elected to process the cancellation, by completing the buy out on 10/3/2016. Thus, under the clear and explicit terms of the Agreement, member is not entitled to a refund. Please note that we are not contractually obligated to provide an alternative remedy. Nevertheless, our District Vice President has been in contact with [redacted] and [redacted] and have scheduled a time, based on their availability, to discuss this matter further.
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.
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.
Regards,
[redacted]
We did not use a single day of the gym because the plan sold as explained was not going to be executed. The documents were signed on behalf of a minor who was denied the services when he showed up on the first day when the personal training sessions were to be started.None of the facts raised in my last correspondence were addressed by L.A. Fitness in response,which was a statement adding nothing to the initial first response from them. (LA Fitness)I am appreciative of the said account standing cancelled and this is to request that the money that has been deducted from our account every month in the amount of 200 dollars be refunded back to me. The total amount that LA Fitness owes us is 1000dollars. ( There has been no services used )This is to request that L.A.Fitness should clear its name of solicitation, manipulation and fraudulent practice by one of its agents involved in this case. I am also thankful to Revdex.com to help avoid legal fees for both the parties if we are able to amicably settle this issue in this manner.SinThanking you,Sincerely,[redacted]
Our District Vice President contacted member regarding his concerns. As member acknowledges, he committed to a personal training program for a minimum initial term of 12 months. The circumstance does not entitle member to terminate the agreement early without a fee and member understands his...
obligation to complete the remaining term of the agreement.
At this time we have processed an End of Term cancellation to ensure that the monthly billing does not continue after member has completed his initial term and it should be noted that any unused sessions expire 30 days after the end of the initial term. However, LA Fitness is willing to extend the expiration date to allow member to use any remaining sessions at that time in light of the circumstance.
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 11/20/14 (the “Initial Term”). She paid a total of $189.00 up front, which included the 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 12/18/14, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of her agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule outlining these terms. 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. 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 12 months 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). Her 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 refund. However, she did not take advantage of this option within the rescission period. Thus, she is not entitled to a refund or to terminate the agreement early without a fee. LA Fitness will honor the voluntary cancellation provision should member 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.
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.
Our position has not changed. Member's concerns were addressed in our initial response.
Management has made several attempts to contact. [redacted] regarding her monthly billed fitness membership. We encourage her to return our call to discuss her concerns further. thank you.
Management spoke to [redacted] regarding the miscommunication regarding the cost of Kids Klub. We apologize for any miscommunication that occurred. Per her request we have processed a cancelation and no further billing will occur. A refund in the amount of $85.80 was processed back to the [redacted] card....
Refunds take about 5-7business days. Member is satisfied. 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 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.
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.
You did not respond to any other parts of my complaint, including the fact that multiple parts of the agreement were not upheld by members of the training staff at LA Fitness. In addition, we were bribed AND lied to by a member of your company. Since then, we have not been able to get anyone to help us. He told us we would not have to pay any fees if we moved somewhere that was not near an LA Fitness. We knew this might happen, and this is the only reason we agreed to sign up. I want my entire complaint resolved before I will consider giving another penny to LA Fitness.
Regards,
[redacted]