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
LA Fitness cancelled member's personal training agreement. A full refund was processed on 6/15/16 (refund applied to the same account used for payment).
Bureau:
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.
After my experience with La Fitness I want to cancel my membership without penalty however instead of doing so they add 2 more sessions in an attempt for me to continue to pay for a service that I was not satified with.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I 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 I signed up, had part of the payment withdrawn from my account.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 made an attempt on 8/7/15 to contact[redacted] via email to the email address provided [redacted] as well as providing a contact number to speak to a manager. We have not received a return call or a reply to our email. We encourage Mr. [redacted] to do so in order to discuss his concerns further. Thank you.
Our previous response still stands.Management has made several attempts to speak to [redacted] regarding his difficulty in logging onto our website. He has not returned our calls in order to help resolve the problem. We encourage him to return our call or contact his home club. Thank you
Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Our District Operations Manager contacted member regarding her concerns. Her daughter's membership has been cancelled with no further billing and a refund in the amount of $59.98 was processed on 6/24/16. In addition, member has been given access to use her daughter's personal training...
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 understand that the business had been contacted twice with no response (until now). They did, unfortunately, contact me. I wasn't sure if I was supposed to engage or not. I did, and I wish I shouldn't have. I spoke to a [redacted] and the conversation was less than desirable. [redacted] was rude, aggressive and unprofessional. She attacked me with (irrelevant) personal information she had happened to glean from staff at the facility. Yes there are some personal things that, in full transparency, are negative including a certain ex boyfriend whom I have zero control over and am not responsible for, but they are COMPLETELY irrelevant to the issue at hand. [redacted] was grasping at anything to intimidate me and influence me to back down. She did, amidst the brutality, have one valid point and that was that I had not cancelled during the 10 day grace period following contract acknowledgement. Here is the bottom line that she did not seem to understand. Trust. I thought I was told all I needed to know. I trusted that I was provided full detail. Later on, past said 10 day grace period, my financial landscape changed in such a way that paying for the training would cause me to overdraft my bank account. I had to sacrifice many things, such is life. I love LA Fitness, so much so that I visit one of their facilities every day (bear in mind the cost to be just a member is far less than the training). Yes, every day. I enjoyed the training I did receive and even with those "personal things" [redacted] was throwing in my face I would love to return to that location (and actually have since the initial complaint) - that has absolutely NOTHING to do with this complaint. 1. The terms of the contract, specifically cancellation, were not fully divulged at the onset. The computer screen was not even facing me and I was signing/initialing on an electronic pad 4 feet away. I never would have agreed to something I couldn't cancel in a reasonable fashion. 2. Yes, I had not cancelled during the grace period - this is because at that time I had absolutely NO reason to. 2. Aside from and more important than the contractual piece, I am claiming INSUFFICIENT FUNDS as my reason for needing to cancel.Again, if LA Fitness were to consider my training package cancelled as of my initial request date (10/16/14) and would cease any and all charges to my card on file for such package, I would be more than satisfied and would continue to be a happy, regular gym member. If they choose to contact me again, however, I refuse to speak to someone unprofessional. Thank you.
Regards,
[redacted]
Management tried to contact Mr. [redacted] to discuss his concerns. Management spoke with Ms. [redacted], who said that Mr. [redacted] was unavailable and we provided her our contact information. We encourage Mr. [redacted] to return our calls so we can adequately discuss his concerns. Thank you.
Our previous response still stands. We have made several to contact [redacted] at the phone numbers provided in regards to the incident that occurred on 11/17/14 at our [redacted] location. We have not received a return call. We assure [redacted] that the incident has been addressed with all employees involved and thisbehavior is not tolerated. We encourage [redacted] to return our call to discuss any further concerns he has or contact his Home club. Thank you.
Member’s personal training sessions expired in 2016. In response to a complaint filed by member’s husband, Emil Lucas, earlier this year, we gave members a 6 month extension, beginning 4/20/17, to use some of those sessions that had previously expired and member accepted this resolution (reference...
complaint ID: [redacted]). Please note that we were not contractually obligated to provide this remedy, but this was done as a customer service consideration for our member. However, no further extension is warranted on sessions that expired in 2016.
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.
Our District Vice President confirmed that he will honor a 6 month term with the last payment owed in the contracted term being processed on 1/19/2017. After that billing is processed, [redacted] will need to request a cancellation with our District Vice President. [redacted] was provided his direct email and phone number information. If a cancellation is requested, member will be relieved of his obligation to the remaining agreement term and the standard early termination fee will be waived, which would have been half of the remaining agreement balance.
Session rates vary based on contracted term, the per session rate under a 12 month term is less than that of a 6 month term. By allowing [redacted] to cancel after only 6 months, while maintaining the 12 month per session rate, he is essentially receiving a discounted per session rate.
We hope this provides the clarification [redacted] was requesting and encourage him to contact us directly should he require any additional assistance. 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...
Management spoke to Ms. [redacted] on 10/23/14 regarding the cancellation of her monthly billed membership. Ms. [redacted]'s
membership cancellation was processed on 10/23/14. A refund in the
amount of $63.71 was processed on 10/25 back to the MasterCard on file.
An additional refund in the amount of $115.81 has been processed back to the MasterCard.
Refunds take about 5-7 business days to be refunded. 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]
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.
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
LA Fitness cancelled member's personal training agreement. A full refund was processed on 6/15/16 (refund applied to the same account used for payment).
Better Business...
Bureau:
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.
After my experience with La Fitness I want to cancel my membership without penalty however instead of doing so they add 2 more sessions in an attempt for me to continue to pay for a service that I was not satified with.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I 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 made an attempt on 8/7/15 to contact[redacted] via email to the email address provided [redacted] as well as providing a contact number to speak to a manager. We have not received a return call or a reply to our email. We encourage Mr. [redacted] to do so in order to discuss his concerns further. Thank you.
Our previous response still stands.Management has made several attempts to speak to [redacted] regarding his difficulty in logging onto our website. He has not returned our calls in order to help resolve the problem. We encourage him to return our call or contact his home club. Thank you
Better Business...
Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Our District Operations Manager contacted member regarding her concerns. Her daughter's membership has been cancelled with no further billing and a refund in the amount of $59.98 was processed on 6/24/16. In addition, member has been given access to use her daughter's personal training...
sessions.
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 understand that the business had been contacted twice with no response (until now). They did, unfortunately, contact me. I wasn't sure if I was supposed to engage or not. I did, and I wish I shouldn't have. I spoke to a [redacted] and the conversation was less than desirable. [redacted] was rude, aggressive and unprofessional. She attacked me with (irrelevant) personal information she had happened to glean from staff at the facility. Yes there are some personal things that, in full transparency, are negative including a certain ex boyfriend whom I have zero control over and am not responsible for, but they are COMPLETELY irrelevant to the issue at hand. [redacted] was grasping at anything to intimidate me and influence me to back down. She did, amidst the brutality, have one valid point and that was that I had not cancelled during the 10 day grace period following contract acknowledgement. Here is the bottom line that she did not seem to understand. Trust. I thought I was told all I needed to know. I trusted that I was provided full detail. Later on, past said 10 day grace period, my financial landscape changed in such a way that paying for the training would cause me to overdraft my bank account. I had to sacrifice many things, such is life. I love LA Fitness, so much so that I visit one of their facilities every day (bear in mind the cost to be just a member is far less than the training). Yes, every day. I enjoyed the training I did receive and even with those "personal things" [redacted] was throwing in my face I would love to return to that location (and actually have since the initial complaint) - that has absolutely NOTHING to do with this complaint. 1. The terms of the contract, specifically cancellation, were not fully divulged at the onset. The computer screen was not even facing me and I was signing/initialing on an electronic pad 4 feet away. I never would have agreed to something I couldn't cancel in a reasonable fashion. 2. Yes, I had not cancelled during the grace period - this is because at that time I had absolutely NO reason to. 2. Aside from and more important than the contractual piece, I am claiming INSUFFICIENT FUNDS as my reason for needing to cancel.Again, if LA Fitness were to consider my training package cancelled as of my initial request date (10/16/14) and would cease any and all charges to my card on file for such package, I would be more than satisfied and would continue to be a happy, regular gym member. If they choose to contact me again, however, I refuse to speak to someone unprofessional. Thank you.
Regards,
[redacted]
Management tried to contact Mr. [redacted] to discuss his concerns. Management spoke with Ms. [redacted], who said that Mr. [redacted] was unavailable and we provided her our contact information. We encourage Mr. [redacted] to return our calls so we can adequately discuss his concerns. Thank you.
Our previous response still stands. We have made several to contact [redacted] at the phone numbers provided in regards to the incident that occurred on 11/17/14 at our [redacted] location. We have not received a return call. We assure [redacted] that the incident has been addressed with all employees involved and thisbehavior is not tolerated. We encourage [redacted] to return our call to discuss any further concerns he has or contact his Home club. Thank you.
Member’s personal training sessions expired in 2016. In response to a complaint filed by member’s husband, Emil Lucas, earlier this year, we gave members a 6 month extension, beginning 4/20/17, to use some of those sessions that had previously expired and member accepted this resolution (reference...
complaint ID: [redacted]). Please note that we were not contractually obligated to provide this remedy, but this was done as a customer service consideration for our member. However, no further extension is warranted on sessions that expired in 2016.
LA Fitness followed up with member regarding his concerns and 15 sessions have been added back and are available for him to utilize.
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.
Case[redacted] I am unable to locate this member by phone, email or name in our system.
Our District Vice President confirmed that he will honor a 6 month term with the last payment owed in the contracted term being processed on 1/19/2017. After that billing is processed, [redacted] will need to request a cancellation with our District Vice President. [redacted] was provided his direct email and phone number information. If a cancellation is requested, member will be relieved of his obligation to the remaining agreement term and the standard early termination fee will be waived, which would have been half of the remaining agreement balance.
Session rates vary based on contracted term, the per session rate under a 12 month term is less than that of a 6 month term. By allowing [redacted] to cancel after only 6 months, while maintaining the 12 month per session rate, he is essentially receiving a discounted per session rate.
We hope this provides the clarification [redacted] was requesting and encourage him to contact us directly should he require any additional assistance. 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...
he could use the sessions as well.
Management spoke to Ms. [redacted] on 10/23/14 regarding the cancellation of her monthly billed membership. Ms. [redacted]'s
membership cancellation was processed on 10/23/14. A refund in the
amount of $63.71 was processed on 10/25 back to the MasterCard on file.
An additional refund in the amount of $115.81 has been processed back to the MasterCard.
Refunds take about 5-7 business days to be refunded. 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]
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.