Management spoke to Mr. [redacted] regarding the incident that occurred
at the Gaithersburg Copley Place. LA Fitness strives to provide the best service
to our members and we ensured Mr. [redacted] that this issue has been addressed with
our staff and apologize for how the incident was handled. Mr. [redacted]...
is
appreciative of the follow up and is satisfied. 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 9/12/14 (the “Initial Term”). She paid a total of $140.00 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 10/10/14, 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 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. Otherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide 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]
Management spoke to [redacted] regarding the cancellation of his fitness membership and the terms of his agreement have been explained to him on several occasions. It was agreed upon to issue a refund in the amount of $59.90 back to the [redacted] card. Refunds take about 5-7 business to be refunded back....
Management has made several attempts to contact [redacted] to discuss her concerns.
However, we have not received a return call. We encourage [redacted] to return our call so we can adequately respond to her concerns. 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. However, LA Fitness (in the reply provided to the Revdex.com) indicated I am satisfied. I am not. LA Fitness forced me to incur additional expenses (sending my second request to cancel my membership through registered mail with proof of receipt) as well spend additional time explaining their own contract to them and ultimately file a complaint with the Revdex.com. All of this undue burden was necessary for them to do what they should have done in the first place. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Our District Vice President has been in contact with member regarding her concerns and we have worked out a schedule for her to meet with a personal trainer 3 times per week.
Management spoke with Mr. [redacted] regarding his concerns. As a courtesy, Management agreed to waive the balance owed of $58.83 and extended his expiration date to 3/18/2018. Management also stated that we will extend an additional three months if needed. We believe this matter to be resolved....
LA Fitness cancelled the remaining term of member's personal training agreement with no further billing or obligation and we will allow his mother to use the remaining personal training sessions.
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 6/12/14 (the “Initial Term”). She paid a total of $339.00 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 $240.00 each, every four weeks, beginning 7/10/14, 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. . It is LA Fitness’ policy and practice to provide our members with a complete copy of their agreement at the time of enrollment. It is also our standard practice to send a confirming e-mail which outlines the monthly payment obligation, the total paid, and includes a copy of the agreement. The confirming e-mail, which included a copy of her agreement, was sent to the e-mail address member provided on the day she enrolled. 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 and the initial term of 52 weeks. 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, New Client Checklist and confirming e-mail 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 full 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. However, as of the time of this response, member has disputed the payments with her bank and defaulted on the agreement term. Since it is apparent that she now has no intent of fulfilling her contractual obligation to the remaining personal training agreement term, we have released her from her obligation to make the remaining payments due under her agreement. Additionally, LA Fitness will not pursue her for the outstanding balance she currently owes. Please note that we are not contractually obligated to provide this remedy, but this is being done as a customer service consideration for our member. However, member is not entitled to a refund on top of the consideration already made.
Management contacted [redacted] regarding the incident that occurred during closing hours. We apologize for the incident that occurred and informed him that all members are to vacate when the club closes as opposed to showering after the club has closes. Member understands. Thank you
Our District Vice President, [redacted] M., has spoken to member on several occasions regarding her concerns. [redacted] outlined what was expected of the personal training program and informed member that she was able to work with four other great trainers available to her at the club. Furthermore, he also...
informed member that we would allow her to try each trainer, at no additional cost to her, until she found one that fit her specific needs. Thus, LA Fitness stands ready to address her concerns and provide member with the services for which she contracted. However, member declined to work with any other trainer. This does not entitle her to a refund or to terminate the agreement and abandon her contractual obligations early without a fee. However, as of the time of this response, LA Fitness has since received a written cancellation request from member along with a letter from her doctor. LA Fitness complies with applicable laws governing members’ cancellation rights. If a member sends notice requesting cancellation on the grounds of a qualifying disability, LA Fitness will promptly cancel that member’s health club contract. We received member’s doctor’s letter dated 8/21/17 and immediately cancelled her membership and stopped all billing upon notification. It should be noted that her account reflected an outstanding balance in the amount of $228.00 from August’s monthly payment which was due on 8/10/17, prior to her qualifying cancellation request. We have waived this outstanding balance and have not billed her since her notification and request to cancel. LA Fitness is not required however to issue a refund for the costs of any services purchased by the member and provided by the health club prior to the health club’s receipt of a member’s cancellation notice.
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 made it clear that I am currently residing in [redacted] and cannot be reached my phone. I am available by email. I was emailed that my account had been cancelled but nothing more. I was not refunded the money that has been extracted since I was originally told my account was cancelled.
Regards,
[redacted]
Member’s personal training agreement clearly states that she may cancel the agreement within 10 days of signing the agreement by submitting a written notice of cancellation. This 10-Day Right to Cancel is clearly outlined on page 2 of her agreement. However, she did not take advantage of this option...
within the rescission period. 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 she enrolled (copies of the agreement and confirming e-mail are included with this response). Thus, under the clear and explicit terms of the Agreement, she is not entitled to terminate the agreement and abandon her contractual obligations early without a fee. If member no longer wishes to continue with her valid agreement, LA Fitness will honor the voluntary cancellation provision in her personal training agreement 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.
Management spoke to [redacted] on 3/23/15 regarding his monthly billed membership. The balance was adjusted to reflect $59.98 and new billing information was provided. Member is in good standing. 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. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.The District Manager [redacted] that I spoke with was very efficient in responding to my request and apologized for what had happened. He did go above and beyond to resolve this. Thank you so much.
Regards,
[redacted]
Our District Vice President contacted member regarding his concerns. His personal training agreement includes a voluntary cancelation provision, which affords him 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 25% of the remaining agreement balance. Member elected to take advantage of the reduced cancelation fee and paid the cancellation fee on 12/22/15. We cancelled the remaining term of his personal training agreement accordingly.
Management has made several attempts to contact Mr. [redacted] to discuss his concerns. However, we have not received a return call. We encourage Mr. [redacted] to return our call so we can adequately respond to his concerns. Thank you
LA Fitness contacted member regarding her concerns and we have agreed to cancel their personal training agreements with no further billing or obligation, waiving the cancellation fee.
Management spoke to Mr. [redacted] regarding the incident that occurred
at the Gaithersburg Copley Place. LA Fitness strives to provide the best service
to our members and we ensured Mr. [redacted] that this issue has been addressed with
our staff and apologize for how the incident was handled. Mr. [redacted]...
is
appreciative of the follow up and is satisfied. 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 9/12/14 (the “Initial Term”). She paid a total of $140.00 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 10/10/14, 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 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. Otherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide 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]
Management spoke to [redacted] regarding the cancellation of his fitness membership and the terms of his agreement have been explained to him on several occasions. It was agreed upon to issue a refund in the amount of $59.90 back to the [redacted] card. Refunds take about 5-7 business to be refunded back....
Member is satisfied. Thank you
Management has made several attempts to contact [redacted] to discuss her concerns.
However, we have not received a return call. We encourage [redacted] to return our call so we can adequately respond to her concerns. 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. However, LA Fitness (in the reply provided to the Revdex.com) indicated I am satisfied. I am not. LA Fitness forced me to incur additional expenses (sending my second request to cancel my membership through registered mail with proof of receipt) as well spend additional time explaining their own contract to them and ultimately file a complaint with the Revdex.com. All of this undue burden was necessary for them to do what they should have done in the first place. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Our District Vice President has been in contact with member regarding her concerns and we have worked out a schedule for her to meet with a personal trainer 3 times per week.
Management spoke with Mr. [redacted] regarding his concerns. As a courtesy, Management agreed to waive the balance owed of $58.83 and extended his expiration date to 3/18/2018. Management also stated that we will extend an additional three months if needed. We believe this matter to be resolved....
Thank you.
LA Fitness cancelled the remaining term of member's personal training agreement with no further billing or obligation and we will allow his mother to use the remaining personal training sessions.
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 6/12/14 (the “Initial Term”). She paid a total of $339.00 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 $240.00 each, every four weeks, beginning 7/10/14, 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. . It is LA Fitness’ policy and practice to provide our members with a complete copy of their agreement at the time of enrollment. It is also our standard practice to send a confirming e-mail which outlines the monthly payment obligation, the total paid, and includes a copy of the agreement. The confirming e-mail, which included a copy of her agreement, was sent to the e-mail address member provided on the day she enrolled. 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 and the initial term of 52 weeks. 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, New Client Checklist and confirming e-mail 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 full 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. However, as of the time of this response, member has disputed the payments with her bank and defaulted on the agreement term. Since it is apparent that she now has no intent of fulfilling her contractual obligation to the remaining personal training agreement term, we have released her from her obligation to make the remaining payments due under her agreement. Additionally, LA Fitness will not pursue her for the outstanding balance she currently owes. Please note that we are not contractually obligated to provide this remedy, but this is being done as a customer service consideration for our member. However, member is not entitled to a refund on top of the consideration already made.
Management contacted [redacted] regarding the incident that occurred during closing hours. We apologize for the incident that occurred and informed him that all members are to vacate when the club closes as opposed to showering after the club has closes. Member understands. Thank you
Our District Vice President, [redacted] M., has spoken to member on several occasions regarding her concerns. [redacted] outlined what was expected of the personal training program and informed member that she was able to work with four other great trainers available to her at the club. Furthermore, he also...
informed member that we would allow her to try each trainer, at no additional cost to her, until she found one that fit her specific needs. Thus, LA Fitness stands ready to address her concerns and provide member with the services for which she contracted. However, member declined to work with any other trainer. This does not entitle her to a refund or to terminate the agreement and abandon her contractual obligations early without a fee. However, as of the time of this response, LA Fitness has since received a written cancellation request from member along with a letter from her doctor. LA Fitness complies with applicable laws governing members’ cancellation rights. If a member sends notice requesting cancellation on the grounds of a qualifying disability, LA Fitness will promptly cancel that member’s health club contract. We received member’s doctor’s letter dated 8/21/17 and immediately cancelled her membership and stopped all billing upon notification. It should be noted that her account reflected an outstanding balance in the amount of $228.00 from August’s monthly payment which was due on 8/10/17, prior to her qualifying cancellation request. We have waived this outstanding balance and have not billed her since her notification and request to cancel. LA Fitness is not required however to issue a refund for the costs of any services purchased by the member and provided by the health club prior to the health club’s receipt of a member’s cancellation notice.
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 made it clear that I am currently residing in [redacted] and cannot be reached my phone. I am available by email. I was emailed that my account had been cancelled but nothing more. I was not refunded the money that has been extracted since I was originally told my account was cancelled.
Regards,
[redacted]
Member’s personal training agreement clearly states that she may cancel the agreement within 10 days of signing the agreement by submitting a written notice of cancellation. This 10-Day Right to Cancel is clearly outlined on page 2 of her agreement. However, she did not take advantage of this option...
within the rescission period. 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 she enrolled (copies of the agreement and confirming e-mail are included with this response). Thus, under the clear and explicit terms of the Agreement, she is not entitled to terminate the agreement and abandon her contractual obligations early without a fee. If member no longer wishes to continue with her valid agreement, LA Fitness will honor the voluntary cancellation provision in her personal training agreement 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.
Management spoke to [redacted] on 3/23/15 regarding his monthly billed membership. The balance was adjusted to reflect $59.98 and new billing information was provided. Member is in good standing. 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. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.The District Manager [redacted] that I spoke with was very efficient in responding to my request and apologized for what had happened. He did go above and beyond to resolve this. Thank you so much.
Regards,
[redacted]
Our District Vice President contacted member regarding his concerns. His personal training agreement includes a voluntary cancelation provision, which affords him 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 25% of the remaining agreement balance. Member elected to take advantage of the reduced cancelation fee and paid the cancellation fee on 12/22/15. We cancelled the remaining term of his personal training agreement accordingly.
[redacted] email has been removed per his request. We believe this matter to be resolved. Thank you.
Management has made several attempts to contact Mr. [redacted] to discuss his concerns. However, we have not received a return call. We encourage Mr. [redacted] to return our call so we can adequately respond to his concerns. Thank you
LA Fitness contacted member regarding her concerns and we have agreed to cancel their personal training agreements with no further billing or obligation, waiving the cancellation fee.