Revdex.com:
I had filed a complaint against LA Fitness and wanted to let you know that it was resolved and I received half of my enrollment fee in addition to the last months fee. Combining the 2 totals were almost the whole enrollment fee, which is all I wanted to begin with....
However, the group fitness coordinator for the company had an unsatisfactory response. She told me that they are at the mercy of the instructors and saw that some classes were changed, but did not have a reason for so many classes being changed or cancelled. She stated that maybe there were substitutions because an instructor could not make it. To me, that is not a good response and there should not be so many classes changed or cancelled. Again, she stated they were at the mercy of the instructors. Well, that location needs more reliable instructors. Sincerely, [redacted]
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.
Our previous response still stands. Management spoke to Ms. [redacted] regarding her Fitness 19 membership and after much discussion we have explained to her we did not acquire her Fitness 19 membership and we are not able to honor her request. No further action will be taken. Thank you
Corporate Management contacted [redacted] regarding her additional concern related to the amount of time between her request and when the session adjustment was completed. We have agreed to refund the remaining 11 sessions, for a total amount of $385.00. Please note that we were not contractually obligated to provide this remedy, but this was done as a customer service consideration for our member.
We believe this resolves the matter, 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 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 contacted [redacted] regarding her concerns that the HVAC at our [redacted] location was not working properly. We appreciate our member’s feedback and concerns regarding our facilities and strive to provide a clean and healthy environment.
In some cases, remedial measures...
can take time to complete and we appreciate our member’s patience. As a courtesy, we have processed a refund of $20 back to the [redacted] on file. [redacted] has indicated the she appreciates the follow up and we assured her the issue with the HVAC 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 6/14/16 (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. Member expressed some concerns with the service she has received thus far. Our District Vice President (“DVP”) contacted member to address those concerns and rectify any issues she experienced with the service.
However, member chose not to continue with the service. Our DVP then offered to reduce the cancellation fee from 50% down to 25% of the remaining agreement balance. Please note that were not contractually obligated to provide this remedy, but this was offered as a customer service consideration for our member.
Member elected not to take advantage of the offer at this time. Nevertheless, LA Fitness remains willing to honor the reduced cancellation fee should member elect to take advantage of it. Otherwise, she should be expected to honor her agreement as LA Fitness stands ready to address her concerns and 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 have determined that this proposed action would not resolve my complaint.
For your reference, details of the offer I reviewed appear below.
Regards,[redacted]
I knew this would happen. I knew the business would say exactly this so they could close this complaint. Below is my response to the single phone cal (march 8th) l I received from them and my response (march 10) to them. Please include this in my complaint.
[redacted] Mar 10 at 7:54 PM
[redacted]To Mar 10 at 7:54 PM[redacted]I apologize for the delayed response but I called today and left you a voice message. I'm a teacher/coach so the best time to reach me is after 5pm. [redacted] Sent from my iPhone On Mar 8, 2016, at 10:05 AM, [redacted]Hello [redacted]Please call me to discuss your recent Better Business complaint for the LA Fitness in [redacted]Sincerely[redacted]Fitness International, LLC[redacted]
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]
Management spoke to [redacted] on 10/3/14 regarding the cancellation of her monthly billed membership. No prior cancellation request has been received therefore a cancellation was processed on 10/3/14 and no
further billing will occur. A refund in the amount of $48.29 has been...
refunded back to the [redacted] card on 10/8/14 as a courtesy. Member is satisfied. Thank you.
Our District Vice President, [redacted] R., spoke to [redacted] who filed this complaint on behalf of his girlfriend Ms. [redacted]. We downgraded the personal training membership to 1 session per month so that they could continue using the accumulated sessions without interruption and added him to the account so...
LA Fitness cancelled the remaining term of member's personal training agreement with no further billing or obligation and a refund in the amount of $216.67 for July's monthly payment was processed on 8/4/17 (refund applied to the same account used for payment).
Management contacted [redacted] regarding the cancellation of his monthly billed membership. A cancellation was processed on 9/25/14 and no further billing has occurred. An additional refund in the amount of
$87.00 has been refunded back to the [redacted] on file. Refunds take...
about 5-7 business days to be refunded back. Member is 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.I enrolled with my local gym back in February of this year, a couple weeks later I went in for a free personal fitness assessment after receiving several calls from trainers at the gym. During that hour I was there, I worked with a trainer named [redacted]. After that long hour, in which I strained several muscles due to the fact he just jumped right into exercising, no warming up or stretching of any kind, leaving me exhausted from also being up since 5:00 am that morning, and ending the training session around 7:30 pm. Your LA Fitness team member took me back over to his desk, where [redacted] advised me I should add on the personal trainer plan to my gym account, as it would provide me with further help in learning how to properly use equipment, exercises etc. I asked about how long I would have to do keep it, and about pricing. Your LA Fitness team member advised me of the cheapest plan which consisted of two training sessions a month for $90 each month, and that I would be able to change, remove, or cancel it at any time. I knew this would work perfectly since I didn't intend to keep it long and informed [redacted] of my intention. I signed up, had part of the payment withdrawn from my account. [redacted] proceed to hand me a pen, and pointed to me where to sign on the papers. Before I had the chance to ask he told me the documents were only to give LA Fitness permission to withdraw the additional payments from my account, and a liability waiver, that released LA Fitness from any fault if I were to be injured. I didn't have any chance to review, or even g[redacted] at the documents, as each time I signed/initialed one, he would quickly pull it away from me. Your LA Fitness team member also slid over an electronic signature pad, which he stated was only for the electronic signature for the same thing. Afterwards I didn't get documentation to take home. [redacted] mentioned I would get a receipt and all documents that I signed by email . I did receive an email, however it just told me what I would be paying, the first bill date, and when I would be billed for the next. I split the first payment and down payment into two, paying $90 the first time, I was told I would have to comeback in to make the second payment of $94.50. During the month of March I didn't use the personal training. In fact I was barely able to make it to the gym because of work. In the beginning of April I ran into financial trouble sooner then I thought regarding my car, and would need to invest in a new car. I was then charged on 04/13/2015 a total of $90.00 which I was unaware of, since I was out of town I decided to wait till I returned to call LA Fitness and solve this problem. However I was charged another fee of $94.50 right after, which was unexpected since I was told in order to make the second payment part of my sign up for the personal training I would need to do it in person. This was unexpected since I was told this could not be done any other way. I called LA Fitness to ask to cancel it, and for a refund of at least the most recent amount deducted. To my complete surprise a phone call I thought would be easy, left me in tears as the representative at a local LA Fitness told me I was locked in for a twelve month contracted, and in order to cancel I would have to buy out the contract which would be a little over $500 and that LA Fitness could not help me. Now I needed to called the corporate number to speak about this problem. By discovering all this information I was lied to by the LA Fitness trainer in order for him to make a sale and get his commission. I felt betrayed. I also discovered that the LA Fitness trainer was no longer working with your company. The LA Fitness representative I spoke with during my first call was extremely rude and unprofessional. I tried to explained my issue and she continued to repeat as if she were a robot, "you must pay $500". I tried to requested to speak with her supervisor which she blatantly denied. The LA Fitness rep then had the audacity to make a snide remark, suggesting she schedule me for a personal training session. The rep refused to listen to what I was saying and would not let me speak. I ended this call since I could see I was getting now where. I have worked in call centers before and having been a supervisor myself and knew this was not a way to conduct customer service. I called back shortly to speak with another LA Fitness rep. I explained my situation all over again, she began to tell me that I had to buy out the contract and I made it clear to her that it was not an option of me, neither was paying $90 a month for what I then discovered were only two 30 minute training sessions. This new rep would not let me speak with her supervisor, but said she would talk to the department that handled personal training accounts to see if there was a way to resolve this problem. I heard back from her a few days later, she told me she spoke with the personal training manager located at my local LA Fitness, and that he stated that he trained his employees correctly and that the trainer that scammed me into a contract got a lot of sales. I told her that based on all my work experience as well as experience training people, that just because they are trained correctly, doesn't mean that they will follow all the rules. With no resolve to this call I advised her I would be filing a complaint with the Revdex.com. The rep said she would contact a manager in another department and get back to me with a response by Monday of the next week since it was a Friday. I filed my complaint with the Revdex.com, who said they would be forwarding the information to the company. Two weeks went by and I heard nothing at all from LA Fitness. I did receive confirmation from the Revdex.com that my complaint was sent and received by LA Fitness. I called 05/05 at 4:55pm, and spoke with a man named [redacted]. He was shocked to hear that I did not receive a call of any kind, and said that I would need to speak with a department that handled issues escalated to Revdex.com, and that since the lines were busy he would have them call me back within the day. Fast forward to 05/08, I still did not receive a call, I called at 4:47pm and spoke with [redacted]. She attempted to contact [redacted], but was unsuccessful, and said she would forward my information to him so he could call me back within the day. Four days then went by and I heard nothing. This has been very stressful with the run around I have been getting. So I called again on 05/12 at 4:36 and spoke with [redacted]. He said he could not handle a Revdex.com complaint and would forward information to a manager to have them call me within 24 hours. As I write this email today is 05/15, time is 8:35pm, and I have not received a call from anyone. The only thing I have gotten is an email briefly discussing the personal training contact. This issue which has been ongoing for one month, has caused be such stress that it has begun to take a toll on me not only emotionally physically. The LA Fitness trainer who signed me up used my exhaustion against me, he never told me that I was signing a contract that I was locked into, or stated any terms or conditions of the package. If he did review the contract with me correctly I would of never signed up for this. He also attempted to sign my coworker up as well, telling her the exact same thing as I was told, that it was an additional plan to go with the member ship, and it could be canceled or changed at anytime. The tactics your LA Fitness employee used are appalling, and after researching this issue with LA Fitness online, I have viewed thousand of customer complaints that stated similar issues to what I am experiencing. I've been told I signed the papers, which I never got the chance to read and was informed that was liability etc. Per a lawyer I ask for legal advice from I was told that this was a case of 'material misrepresentation', the elements of which are: 1.Misrepresentation of material fact.2.Made knowingly by other party.3.With intent to defraud.4.Justifiably relied upon.5.Causing injury to the party in terms of monetary damages. These categories, which I fall under, are intentional misrepresentation or deceit to the other party (customer) which means there is no valid contract between the parties because of fraud. I know there is someone in this company that has the ability to void the contract, and refund me in full for all the payments totaling, $369.00. I have not used any of the personal training services. I want to resolve this with LA Fitness, however if necessary I will go to a lawyer to discuss further options. I cannot express the heavy toll this has taken on me emotionally and now physically to the point where I am sick. For a company as big and popular as LA Fitness to act like this when it is the customers who put the company where it is today is beyond me. If I was in anyway aware of the contract I would of not signed up, or I would of canceled during the cancellation period. However as stated this is contract fraud. To have trainers scam people to sign up for personal training sessions is unethical without properly explaining the terms and conditions. I truly hope this issue can be resolved in a timely matter as I would enjoy going to LA Fitness on my own.
Regards,
[redacted]
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 previous response still standsManagement spoke to [redacted] on 5/7/15 regarding the incident that occurred with some personal property left behind at our [redacted] location. We advised [redacted] we do have a lost and found however we are not responsible for lost or stolen items. We are more than happy to cooperate with authorities in any investigation regarding the loss of her property.
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 had filed a complaint against LA Fitness and wanted to let you know that it was resolved and I received half of my enrollment fee in addition to the last months fee. Combining the 2 totals were almost the whole enrollment fee, which is all I wanted to begin with....
However, the group fitness coordinator for the company had an unsatisfactory response. She told me that they are at the mercy of the instructors and saw that some classes were changed, but did not have a reason for so many classes being changed or cancelled. She stated that maybe there were substitutions because an instructor could not make it. To me, that is not a good response and there should not be so many classes changed or cancelled. Again, she stated they were at the mercy of the instructors. Well, that location needs more reliable instructors. Sincerely, [redacted]
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.
Our previous response still stands. Management spoke to Ms. [redacted] regarding her Fitness 19 membership and after much discussion we have explained to her we did not acquire her Fitness 19 membership and we are not able to honor her request. No further action will be taken. Thank you
Corporate Management contacted [redacted] regarding her additional concern related to the amount of time between her request and when the session adjustment was completed. We have agreed to refund the remaining 11 sessions, for a total amount of $385.00. Please note that we were not contractually obligated to provide this remedy, but this was done as a customer service consideration for our member.
We believe this resolves the matter, 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 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 contacted [redacted] regarding her concerns that the HVAC at our [redacted] location was not working properly. We appreciate our member’s feedback and concerns regarding our facilities and strive to provide a clean and healthy environment.
In some cases, remedial measures...
can take time to complete and we appreciate our member’s patience. As a courtesy, we have processed a refund of $20 back to the [redacted] on file. [redacted] has indicated the she appreciates the follow up and we assured her the issue with the HVAC has been addressed.
We believe this matter to be resolved at this time. Thank you.
LA Fitness followed up with member regarding his concerns and 15 sessions have been added back and are available for him to utilize.
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 6/14/16 (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. Member expressed some concerns with the service she has received thus far. Our District Vice President (“DVP”) contacted member to address those concerns and rectify any issues she experienced with the service.
However, member chose not to continue with the service. Our DVP then offered to reduce the cancellation fee from 50% down to 25% of the remaining agreement balance. Please note that were not contractually obligated to provide this remedy, but this was offered as a customer service consideration for our member.
Member elected not to take advantage of the offer at this time. Nevertheless, LA Fitness remains willing to honor the reduced cancellation fee should member elect to take advantage of it. Otherwise, she should be expected to honor her agreement as LA Fitness stands ready to address her concerns and 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 have determined that this proposed action would not resolve my complaint.
For your reference, details of the offer I reviewed appear below.
Regards,[redacted]
I knew this would happen. I knew the business would say exactly this so they could close this complaint. Below is my response to the single phone cal (march 8th) l I received from them and my response (march 10) to them. Please include this in my complaint.
[redacted] Mar 10 at 7:54 PM
[redacted]To Mar 10 at 7:54 PM[redacted]I apologize for the delayed response but I called today and left you a voice message. I'm a teacher/coach so the best time to reach me is after 5pm. [redacted] Sent from my iPhone On Mar 8, 2016, at 10:05 AM, [redacted]Hello [redacted]Please call me to discuss your recent Better Business complaint for the LA Fitness in [redacted]Sincerely[redacted]Fitness International, LLC[redacted]
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]
Management spoke to [redacted] on 10/3/14 regarding the cancellation of her monthly billed membership. No prior cancellation request has been received therefore a cancellation was processed on 10/3/14 and no
further billing will occur. A refund in the amount of $48.29 has been...
refunded back to the [redacted] card on 10/8/14 as a courtesy. Member is satisfied. Thank you.
Case[redacted] I am unable to locate this member by phone, email or name in our system.
Our District Vice President, [redacted] R., spoke to [redacted] who filed this complaint on behalf of his girlfriend Ms. [redacted]. We downgraded the personal training membership to 1 session per month so that they could continue using the accumulated sessions without interruption and added him to the account so...
he could use the sessions as well.
LA Fitness cancelled the remaining term of member's personal training agreement with no further billing or obligation and a refund in the amount of $216.67 for July's monthly payment was processed on 8/4/17 (refund applied to the same account used for payment).
Management contacted [redacted] regarding the cancellation of his monthly billed membership. A cancellation was processed on 9/25/14 and no further billing has occurred. An additional refund in the amount of
$87.00 has been refunded back to the [redacted] on file. Refunds take...
about 5-7 business days to be refunded back. Member is 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.I enrolled with my local gym back in February of this year, a couple weeks later I went in for a free personal fitness assessment after receiving several calls from trainers at the gym. During that hour I was there, I worked with a trainer named [redacted]. After that long hour, in which I strained several muscles due to the fact he just jumped right into exercising, no warming up or stretching of any kind, leaving me exhausted from also being up since 5:00 am that morning, and ending the training session around 7:30 pm. Your LA Fitness team member took me back over to his desk, where [redacted] advised me I should add on the personal trainer plan to my gym account, as it would provide me with further help in learning how to properly use equipment, exercises etc. I asked about how long I would have to do keep it, and about pricing. Your LA Fitness team member advised me of the cheapest plan which consisted of two training sessions a month for $90 each month, and that I would be able to change, remove, or cancel it at any time. I knew this would work perfectly since I didn't intend to keep it long and informed [redacted] of my intention. I signed up, had part of the payment withdrawn from my account. [redacted] proceed to hand me a pen, and pointed to me where to sign on the papers. Before I had the chance to ask he told me the documents were only to give LA Fitness permission to withdraw the additional payments from my account, and a liability waiver, that released LA Fitness from any fault if I were to be injured. I didn't have any chance to review, or even g[redacted] at the documents, as each time I signed/initialed one, he would quickly pull it away from me. Your LA Fitness team member also slid over an electronic signature pad, which he stated was only for the electronic signature for the same thing. Afterwards I didn't get documentation to take home. [redacted] mentioned I would get a receipt and all documents that I signed by email . I did receive an email, however it just told me what I would be paying, the first bill date, and when I would be billed for the next. I split the first payment and down payment into two, paying $90 the first time, I was told I would have to comeback in to make the second payment of $94.50. During the month of March I didn't use the personal training. In fact I was barely able to make it to the gym because of work. In the beginning of April I ran into financial trouble sooner then I thought regarding my car, and would need to invest in a new car. I was then charged on 04/13/2015 a total of $90.00 which I was unaware of, since I was out of town I decided to wait till I returned to call LA Fitness and solve this problem. However I was charged another fee of $94.50 right after, which was unexpected since I was told in order to make the second payment part of my sign up for the personal training I would need to do it in person. This was unexpected since I was told this could not be done any other way. I called LA Fitness to ask to cancel it, and for a refund of at least the most recent amount deducted. To my complete surprise a phone call I thought would be easy, left me in tears as the representative at a local LA Fitness told me I was locked in for a twelve month contracted, and in order to cancel I would have to buy out the contract which would be a little over $500 and that LA Fitness could not help me. Now I needed to called the corporate number to speak about this problem. By discovering all this information I was lied to by the LA Fitness trainer in order for him to make a sale and get his commission. I felt betrayed. I also discovered that the LA Fitness trainer was no longer working with your company. The LA Fitness representative I spoke with during my first call was extremely rude and unprofessional. I tried to explained my issue and she continued to repeat as if she were a robot, "you must pay $500". I tried to requested to speak with her supervisor which she blatantly denied. The LA Fitness rep then had the audacity to make a snide remark, suggesting she schedule me for a personal training session. The rep refused to listen to what I was saying and would not let me speak. I ended this call since I could see I was getting now where. I have worked in call centers before and having been a supervisor myself and knew this was not a way to conduct customer service. I called back shortly to speak with another LA Fitness rep. I explained my situation all over again, she began to tell me that I had to buy out the contract and I made it clear to her that it was not an option of me, neither was paying $90 a month for what I then discovered were only two 30 minute training sessions. This new rep would not let me speak with her supervisor, but said she would talk to the department that handled personal training accounts to see if there was a way to resolve this problem. I heard back from her a few days later, she told me she spoke with the personal training manager located at my local LA Fitness, and that he stated that he trained his employees correctly and that the trainer that scammed me into a contract got a lot of sales. I told her that based on all my work experience as well as experience training people, that just because they are trained correctly, doesn't mean that they will follow all the rules. With no resolve to this call I advised her I would be filing a complaint with the Revdex.com. The rep said she would contact a manager in another department and get back to me with a response by Monday of the next week since it was a Friday. I filed my complaint with the Revdex.com, who said they would be forwarding the information to the company. Two weeks went by and I heard nothing at all from LA Fitness. I did receive confirmation from the Revdex.com that my complaint was sent and received by LA Fitness. I called 05/05 at 4:55pm, and spoke with a man named [redacted]. He was shocked to hear that I did not receive a call of any kind, and said that I would need to speak with a department that handled issues escalated to Revdex.com, and that since the lines were busy he would have them call me back within the day. Fast forward to 05/08, I still did not receive a call, I called at 4:47pm and spoke with [redacted]. She attempted to contact [redacted], but was unsuccessful, and said she would forward my information to him so he could call me back within the day. Four days then went by and I heard nothing. This has been very stressful with the run around I have been getting. So I called again on 05/12 at 4:36 and spoke with [redacted]. He said he could not handle a Revdex.com complaint and would forward information to a manager to have them call me within 24 hours. As I write this email today is 05/15, time is 8:35pm, and I have not received a call from anyone. The only thing I have gotten is an email briefly discussing the personal training contact. This issue which has been ongoing for one month, has caused be such stress that it has begun to take a toll on me not only emotionally physically. The LA Fitness trainer who signed me up used my exhaustion against me, he never told me that I was signing a contract that I was locked into, or stated any terms or conditions of the package. If he did review the contract with me correctly I would of never signed up for this. He also attempted to sign my coworker up as well, telling her the exact same thing as I was told, that it was an additional plan to go with the member ship, and it could be canceled or changed at anytime. The tactics your LA Fitness employee used are appalling, and after researching this issue with LA Fitness online, I have viewed thousand of customer complaints that stated similar issues to what I am experiencing. I've been told I signed the papers, which I never got the chance to read and was informed that was liability etc. Per a lawyer I ask for legal advice from I was told that this was a case of 'material misrepresentation', the elements of which are: 1.Misrepresentation of material fact.2.Made knowingly by other party.3.With intent to defraud.4.Justifiably relied upon.5.Causing injury to the party in terms of monetary damages. These categories, which I fall under, are intentional misrepresentation or deceit to the other party (customer) which means there is no valid contract between the parties because of fraud. I know there is someone in this company that has the ability to void the contract, and refund me in full for all the payments totaling, $369.00. I have not used any of the personal training services. I want to resolve this with LA Fitness, however if necessary I will go to a lawyer to discuss further options. I cannot express the heavy toll this has taken on me emotionally and now physically to the point where I am sick. For a company as big and popular as LA Fitness to act like this when it is the customers who put the company where it is today is beyond me. If I was in anyway aware of the contract I would of not signed up, or I would of canceled during the cancellation period. However as stated this is contract fraud. To have trainers scam people to sign up for personal training sessions is unethical without properly explaining the terms and conditions. I truly hope this issue can be resolved in a timely matter as I would enjoy going to LA Fitness on my own.
Regards,
[redacted]
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 previous response still standsManagement spoke to [redacted] on 5/7/15 regarding the incident that occurred with some personal property left behind at our [redacted] location. We advised [redacted] we do have a lost and found however we are not responsible for lost or stolen items. We are more than happy to cooperate with authorities in any investigation regarding the loss of her property.
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.