Management has made several attempts to contact [redacted] at the phone number provided to discuss her concerns that occurred during her time of joining at our gym. We have yet to receive a return call. Should [redacted] like to resolve this issue we encourage her to return our call or contact her local gym. 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 11/24/14 (the “Initial Term”). She paid a total of $299.00 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 $200.00 each, every four weeks, beginning 12/22/14, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of her agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule outlining these terms. Member’s personal training agreement also includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the agreement. This provision is clearly outlined on page 2 of her agreement. In addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of her personal training agreement, the initial term of 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). Her personal training services agreement specifically provided her with a 10-day right to cancel if these terms did not match her understanding (or for any reason) for a refund. However, she did not take advantage of this option within the rescission period. Thus, she is not entitled to terminate the agreement early without a fee. It should also be noted that we offered to reduce the cancellation fee from 50% down to 33% of the remaining agreement balance. We were not contractually obligated to do so, but this was done as a customer service consideration for our member. However, she hasn’t taken advantage of the offer as of the time of this response. LA Fitness remains willing to honor the reduced cancellation fee should she elect to take advantage of it. Otherwise, member should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.
Management has made additional attempts to reach Ms. Le by phone and email to arrange a time for a phone call to discuss her concerns. We stand ready to discuss Ms. [redacted] concerns and review possible resolution options. We encourage her to return our calls or respond to our email so we can schedule a call time. Thank you.
LA Fitness does allow its members to share their personal
training sessions with family members provided that the request and member
information is provided at the time that they join. Our records don’t reflect that
the request was made at the time that member joined. In addition, there is...
no
provision in member’s personal training agreement that allows her to downgrade
the terms of the personal training agreement within the initial 12 month term. 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 intention to fulfill her contractual obligation to
the remaining seven months of the personal training agreement term, we have
released her from this obligation to make the remaining payments due under her
agreement. Additionally, LA Fitness will no longer attempt to call or
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, she is not
entitled to a refund on top of the consideration already made.
LA Fitness will use it’s reasonable best efforts to provide the best service possible acknowledging client requests (such as appointment times), but will not be held liable, and the terms of the agreement will not be affected, if these requests cannot be met. In addition, member can double up her sessions (use two at a time) to train for 50 minutes at a time if she feels 25 minutes is not enough.
Nevertheless, if member no longer wishes to continue with her valid 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 half of the remaining balance due under the Agreement. LA Fitness will honor the voluntary cancellation provision of the Agreement should she elect to take advantage of it. Otherwise, member should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.
Management reached out to Ms. [redacted] via phone and email on 8/22/2017 to discuss her Revdex.com dispute. Management received an email back from Ms. [redacted] stating that the issue was rectified already. 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,I do not accept this response because I still lost $550.00 the cost of a two training sessions. They only refunded me for one month. I rejected other trainers because I wanted a trainer that was my age or close to my age (I'm 50) not an 18 year old. The trainer for which they are referring to is still not available. On top of everything I was contacted by LA Fitness by mail that I owe them $5.00 for some late fee. This company is awful! *** ***
LA Fitness cancelled the remaining term of member's personal training agreement with no further billing or obligation. As of the time of this response, our records indicate that member received a credit for February's monthly payment from her bank.
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. ---------- Forwarded message ----------From: [redacted] [redacted]Date: Tue, Mar 10, 2015 at 2:44 PMSubject: Re: You have a new message from the Revdex.comTo: [redacted]Hello, the way this business was conducted was not professional. They did not outline these things and only wrote in the dates of my agreement after I had left the facility. I do believe I have been scammed and am still very upset with the business. The service was awful and they treated me with much disrespect.I do not believe I should be responsible for this payment seeing as how as previously stated, it was a few short days of the cancellation period, I was blown off three times for training sessions, I was treated very, very poorly, and they did not outline the terms of this agreement with me and when I asked if I could cancel at any time, the representative said yes and I have witness to that. There was never a mention of half of a year's cost upon cancellation because there was no mention of signing up for a year's commitment.Thank you,[redacted]
Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Management spoke to Mr. [redacted] regarding the cancelation ofhis monthly billed membership for him and [redacted]. A Cancelation wasprocessed on 1/20/15 and no further billing will occur. A refund for one month’sdues for each of them has been processed back to the Visa card with a totalamount...
of $60.12. Refunds take about 5-7 business days. Thank you. ll us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The business has already performed this action and, I now consider this complaint resolved.
Regards,
[redacted]
Our District Vice President attempted to contact member to address his service concerns but his call was not returned. LA Fitness cancelled his personal training agreement and regular fitness membership with no further billing.
Management has made several attempts to contact [redacted] regarding his concerns with his monthly billed membership. We have yet to receive a return call. Per his request a cancellation has been processed with no further bill and email confirmation was sent to the email address on file. Should [redacted]...
[redacted] wish to discuss anything further he can return our call or contact his home club. Thank you.
Our previous response still stands. [redacted] phone number has been removed. We apologize for any inconvenience this may have caused. 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.
Regards,
[redacted] P.S. The gentleman that helped me with this complaint was extremely helpful and cared for my concern and comments. He followed through on his promises. I just wish that it shouldn't have taken this long or these many complaints before it got resolved. Thanks again..
Management contacted Mr. [redacted] regarding his concerns with his monthly billed membership and the cancellation process. LA Fitness provides members with the option to cancel at any LA Fitness location with an Operations Manager between the hours of 9 AM-5 PM on Monday through Friday, but we...
strongly encourage members to send a written cancellation request via certified mail to ensure return-receipt. Our cancellation policy is not designed to make it difficult for our members to cancel, but to ensure cancellations are handled properly. There is no history of receipt of such a cancellation for his membership account. Mr. [redacted] stated he requested a cancellation on his membership but instead his account was placed on a frozen status at $10 a month. As a courtesy, a refund of $96.30 was processed back to the [redacted] on file, which reflects the freeze fee charged from the date Mr. [redacted] claims he requested a cancellation. Typically refunds take 5-7 business days to complete. We believe this matter to be resolved. Thank you.
Management contacted [redacted] on 4/29/15 regarding the cancellation of his monthly billed fitness membership. Per his request we have processed an immediate cancellation and honored is request for a full refund in the amount of $69.90 back to the [redacted] card. Refunds take about 5-7 business...
days to be refunded. We believe this matter to be resolved. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am not satisfied with the response from LA Fitness. I was told I can share my personal training sessions with my fiancé and I told [redacted], the one who gave me the agreement, when she signed me up for the sessions that I wanted to share with him and she said "no problem you can do that at any time but we are all out of journals so come back some other time and we can give you one" because he was there with me when we told her we both wanted to use them. The plan was that since she said we signed up for a 12 months then we would get 12 free bonus sessions right away and he would be able to use those. When I went to make an appointment for him then they told me that I could not because it had to been done within 10 days of me signing the agreement, this was never mentioned before! Also it turned out that I do not get 12 bonus sessions right then, I would get one at the end of every month, this was also never mentioned! No I do not plan on continuing with my personal training agreement because if they cannot keep to their word why should I be obligated to keep mine, when tbey cannot accommodate to the information I was given when I agreed to this. [redacted] told me that at ANYTIME I can downgrade my sessions. I told her I would be starting school soon and didn't know my schedule at the moment and she said it was fine at any moment I can downgrade. This is why I signed the agreement because she said all of this was possible without a problem. Now it turns out it is a problem because I cannot downgrade. It is irrational to pay for sessions I cannot use because I am at school and cannot come as often as I could when I was not in school. My last payment did not go through but I had sessions from previous months that had already been paid for but I did not have the chance to use because I had been busy with school. I would like a refund for those sessions. It was 8 sessions that I accumulated from days I had not been able to go. I had signed up for $360 a month for 2 visits per week, with 8 sessions accumulated that I didn't get to use this adds up to a months payment therefore $360 that I paid to LA Fitness that I was not able to use. It makes no sense that I wouldn't be able to get a refund! So basically I gave them money for a service that I did not get? Based on the fact that the associate who signed me up for the agreement, [redacted], coincidentally she no longer works there right after she got me into this mess. I understand she was the one who gave me false information but it is her employer who is now responsible for her actions and words! I am owed a refund for services that I did not and do not plan on using and obviously would not be allowed to use since I am being let out of this scam agreement.
Regards,
[redacted]
LA Fitness processed refunds in the amount of $875.20 for the additional 2 months that were charged (refund applied to the same account used for payment).
Management has made several attempts to contact [redacted] at the phone number provided to discuss her concerns that occurred during her time of joining at our gym. We have yet to receive a return call. Should [redacted] like to resolve this issue we encourage her to return our call or contact her local gym. 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 11/24/14 (the “Initial Term”). She paid a total of $299.00 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 $200.00 each, every four weeks, beginning 12/22/14, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of her agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule outlining these terms. Member’s personal training agreement also includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the agreement. This provision is clearly outlined on page 2 of her agreement. In addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of her personal training agreement, the initial term of 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). Her personal training services agreement specifically provided her with a 10-day right to cancel if these terms did not match her understanding (or for any reason) for a refund. However, she did not take advantage of this option within the rescission period. Thus, she is not entitled to terminate the agreement early without a fee. It should also be noted that we offered to reduce the cancellation fee from 50% down to 33% of the remaining agreement balance. We were not contractually obligated to do so, but this was done as a customer service consideration for our member. However, she hasn’t taken advantage of the offer as of the time of this response. LA Fitness remains willing to honor the reduced cancellation fee should she elect to take advantage of it. Otherwise, member should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.
Management has made additional attempts to reach Ms. Le by phone and email to arrange a time for a phone call to discuss her concerns. We stand ready to discuss Ms. [redacted] concerns and review possible resolution options. We encourage her to return our calls or respond to our email so we can schedule a call time. Thank you.
LA Fitness does allow its members to share their personal
training sessions with family members provided that the request and member
information is provided at the time that they join. Our records don’t reflect that
the request was made at the time that member joined. In addition, there is...
no
provision in member’s personal training agreement that allows her to downgrade
the terms of the personal training agreement within the initial 12 month term. 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 intention to fulfill her contractual obligation to
the remaining seven months of the personal training agreement term, we have
released her from this obligation to make the remaining payments due under her
agreement. Additionally, LA Fitness will no longer attempt to call or
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, she is not
entitled to a refund on top of the consideration already made.
LA Fitness will use it’s reasonable best efforts to provide the best service possible acknowledging client requests (such as appointment times), but will not be held liable, and the terms of the agreement will not be affected, if these requests cannot be met. In addition, member can double up her sessions (use two at a time) to train for 50 minutes at a time if she feels 25 minutes is not enough.
Nevertheless, if member no longer wishes to continue with her valid 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 half of the remaining balance due under the Agreement. LA Fitness will honor the voluntary cancellation provision of the Agreement should she elect to take advantage of it. Otherwise, member should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.
Management reached out to Ms. [redacted] via phone and email on 8/22/2017 to discuss her Revdex.com dispute. Management received an email back from Ms. [redacted] stating that the issue was rectified already. 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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,I do not accept this response because I still lost $550.00 the cost of a two training sessions. They only refunded me for one month. I rejected other trainers because I wanted a trainer that was my age or close to my age (I'm 50) not an 18 year old. The trainer for which they are referring to is still not available. On top of everything I was contacted by LA Fitness by mail that I owe them $5.00 for some late fee. This company is awful! *** ***
LA Fitness cancelled the remaining term of member's personal training agreement with no further billing or obligation. As of the time of this response, our records indicate that member received a credit for February's monthly payment from her bank.
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. ---------- Forwarded message ----------From: [redacted] [redacted]Date: Tue, Mar 10, 2015 at 2:44 PMSubject: Re: You have a new message from the Revdex.comTo: [redacted]Hello, the way this business was conducted was not professional. They did not outline these things and only wrote in the dates of my agreement after I had left the facility. I do believe I have been scammed and am still very upset with the business. The service was awful and they treated me with much disrespect.I do not believe I should be responsible for this payment seeing as how as previously stated, it was a few short days of the cancellation period, I was blown off three times for training sessions, I was treated very, very poorly, and they did not outline the terms of this agreement with me and when I asked if I could cancel at any time, the representative said yes and I have witness to that. There was never a mention of half of a year's cost upon cancellation because there was no mention of signing up for a year's commitment.Thank you,[redacted]
Better...
Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Management spoke to Mr. [redacted] regarding the cancelation ofhis monthly billed membership for him and [redacted]. A Cancelation wasprocessed on 1/20/15 and no further billing will occur. A refund for one month’sdues for each of them has been processed back to the Visa card with a totalamount...
of $60.12. Refunds take about 5-7 business days. Thank you. ll us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The business has already performed this action and, I now consider this complaint resolved.
Regards,
[redacted]
Our District Vice President attempted to contact member to address his service concerns but his call was not returned. LA Fitness cancelled his personal training agreement and regular fitness membership with no further billing.
Management has made several attempts to contact [redacted] regarding his concerns with his monthly billed membership. We have yet to receive a return call. Per his request a cancellation has been processed with no further bill and email confirmation was sent to the email address on file. Should [redacted]...
[redacted] wish to discuss anything further he can return our call or contact his home club. Thank you.
Our previous response still stands. [redacted] phone number has been removed. We apologize for any inconvenience this may have caused. 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.
Regards,
[redacted] P.S. The gentleman that helped me with this complaint was extremely helpful and cared for my concern and comments. He followed through on his promises. I just wish that it shouldn't have taken this long or these many complaints before it got resolved. Thanks again..
Management contacted Mr. [redacted] regarding his concerns with his monthly billed membership and the cancellation process. LA Fitness provides members with the option to cancel at any LA Fitness location with an Operations Manager between the hours of 9 AM-5 PM on Monday through Friday, but we...
strongly encourage members to send a written cancellation request via certified mail to ensure return-receipt. Our cancellation policy is not designed to make it difficult for our members to cancel, but to ensure cancellations are handled properly. There is no history of receipt of such a cancellation for his membership account. Mr. [redacted] stated he requested a cancellation on his membership but instead his account was placed on a frozen status at $10 a month. As a courtesy, a refund of $96.30 was processed back to the [redacted] on file, which reflects the freeze fee charged from the date Mr. [redacted] claims he requested a cancellation. Typically refunds take 5-7 business days to complete. We believe this matter to be resolved. Thank you.
Management contacted [redacted] on 4/29/15 regarding the cancellation of his monthly billed fitness membership. Per his request we have processed an immediate cancellation and honored is request for a full refund in the amount of $69.90 back to the [redacted] card. Refunds take about 5-7 business...
days to be refunded. We believe this matter to be resolved. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am not satisfied with the response from LA Fitness. I was told I can share my personal training sessions with my fiancé and I told [redacted], the one who gave me the agreement, when she signed me up for the sessions that I wanted to share with him and she said "no problem you can do that at any time but we are all out of journals so come back some other time and we can give you one" because he was there with me when we told her we both wanted to use them. The plan was that since she said we signed up for a 12 months then we would get 12 free bonus sessions right away and he would be able to use those. When I went to make an appointment for him then they told me that I could not because it had to been done within 10 days of me signing the agreement, this was never mentioned before! Also it turned out that I do not get 12 bonus sessions right then, I would get one at the end of every month, this was also never mentioned! No I do not plan on continuing with my personal training agreement because if they cannot keep to their word why should I be obligated to keep mine, when tbey cannot accommodate to the information I was given when I agreed to this. [redacted] told me that at ANYTIME I can downgrade my sessions. I told her I would be starting school soon and didn't know my schedule at the moment and she said it was fine at any moment I can downgrade. This is why I signed the agreement because she said all of this was possible without a problem. Now it turns out it is a problem because I cannot downgrade. It is irrational to pay for sessions I cannot use because I am at school and cannot come as often as I could when I was not in school. My last payment did not go through but I had sessions from previous months that had already been paid for but I did not have the chance to use because I had been busy with school. I would like a refund for those sessions. It was 8 sessions that I accumulated from days I had not been able to go. I had signed up for $360 a month for 2 visits per week, with 8 sessions accumulated that I didn't get to use this adds up to a months payment therefore $360 that I paid to LA Fitness that I was not able to use. It makes no sense that I wouldn't be able to get a refund! So basically I gave them money for a service that I did not get? Based on the fact that the associate who signed me up for the agreement, [redacted], coincidentally she no longer works there right after she got me into this mess. I understand she was the one who gave me false information but it is her employer who is now responsible for her actions and words! I am owed a refund for services that I did not and do not plan on using and obviously would not be allowed to use since I am being let out of this scam agreement.
Regards,
[redacted]
LA Fitness processed refunds in the amount of $875.20 for the additional 2 months that were charged (refund applied to the same account used for payment).