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 11/9/15 (the “Initial Term”). Member paid a total of $410.00 up front, which included the processing fee and payment for...
the first month of personal training sessions. Member further agreed to make 11 more payments, in the amount of $360.00 each, every month, beginning 12/9/15, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement.
In addition, his Agreement included a New Client Checklist which outlined key terms, including his acknowledgement that he received and read a copy of his personal training agreement with the initial term of 12 months. This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature and initials on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response). Furthermore, member’s personal training agreement afforded him with a 10-day right to cancel if these terms did not match his understanding (or for any reason) simply by submitting a written notice of cancellation and he would receive a full refund.
However, he did not take advantage of this option within the rescission period. Thus, under the clear and explicit terms of the Agreement (which were very clearly spelled out for him and acknowledged by him) he committed to a minimum initial term of 12 months and there is no provision in the Agreement that allows him to reduce to length of the term.
However, if member no longer wishes to continue with his personal training agreement, his Agreement also includes a voluntary cancelation provision, which affords him the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the Agreement. LAF will honor this cancellation provision should member elect to take advantage of it. Otherwise, he should be expected to honor his agreement as LA Fitness stands ready to provide the services for which he contracted.
Management spoke to [redacted] on 6/22/15 regarding the cancellation of his monthly billed membership. Per his request on 5/26/15 a cancellation was processed. A refund in the amount of $29.95 has been refunded back to the [redacted] on file. Refunds take about 5-7 business days to be refunded. We...
Management spoke to [redacted]r on 5/6/15 and explained to her that in order to use our Signature locations their is an interclub fee. She has been advised that her type of membership does not have access to our Signature locations unless this fee is paid. Member understands. No further action will...
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]
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]
Management has informed [redacted] that his annually paid membership is still renewable however, the expiration date will update 1 year from the expiration date of the membership. Not from the day he renews. No further action is needed. Thank you
Our District Vice President reached out to member once more and we settled on a refund in the amount of $1,380.00 to settle her dispute (refund applied to the same account used for payment). Please allow 5-7 business days for the refund to post to the account.
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.
The error was made by the staff at the front desk who did not document the cancellation on the computer even though she acted like she was typing something in. I had to pay October, November and December. It is not the amount of money I am complaining about but he fact that they are literally making me have shared responsibility for something their staff did.Regards,[redacted]
There are no provisions in members’ personal training agreements that allow them to terminate their agreements early if they move, regardless of how far it may be from an LA Fitness location. Their agreements do include a voluntary cancelation provision, which affords them the option to unilaterally...
cancel at any time, for any reason, by paying only 50% of the remaining balance due under the agreement. However, LA Fitness is willing to reduce the cancellation fee from 50% down to 33% of the remaining agreement balance. Please note that we are not contractually obligated to provide this remedy, but this is being offered as a customer service consideration for our member. Members may contact their local club or our Member Service department at[redacted] to process payment.
Member claims that she is not receiving the 8 sessions per month that she is contracted for. It should be noted that member is paying for 8 25 minute personal training sessions per month and that the sessions become available for use at the rate in which they are paid for each month (member’s dues...
are billed on the 6th of each month).
However, member has been doubling up, using 2 25 minute sessions to train for 50 minutes at a time, which would essentially be 4 times a month. Not only has LA Fitness provided member with the service for all of the sessions she had paid for as of the date of her complaint, but doubling up on her training sessions resulted in her having run out of sessions because she used all her available sessions as of 4/22/16, prior to her next scheduled billing of 5/6/16.
Thus, she did not have any available sessions to use between that time. It should also be noted that member can view her training history at any time online through our website or on our mobile app. If she believes there to be any discrepancies with the sessions she has been charged for, we can review those with her and make any necessary adjustments.
However, at this time our investigation has revealed no breach of the agreement. Thus, member is not entitled to terminate the agreement and abandon her contractual obligations early without a fee. If member no longer wishes to continue with her 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 this cancellation provision of her agreement should he elect to take advantage of it.
Otherwise, member should be expected to honor her agreement as LA Fitness stands ready to continue to provide the services for which she contracted.
Member was contacted by management to discuss the cancelation of her family membership. Member attempted to cancel within the rescission period and receive a full refund for her two family add ons. No such cancelation was received. To resolve issue, we honored to 3-7 day cancel...
two family members with a full refund and accepted a normal cancelation for [redacted]. Member will be refunded $107.46 to the [redacted] on file. Refunds will take about 5-7 business days. We believe this matter to be resolved.
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]
Member’s personal training agreement clearly states that all sessions purchased must be completed within 30 days after the end of the initial term, or if client renews or continues the EFT/CC payment agreement beyond the initial term, within 30 days after completion of that additional period. Member...
renewed through 2/26/14. Thus, he had until 3/28/14 to complete the remaining sessions. Nevertheless, LA Fitness has added 35 complimentary sessions for member to use. 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.
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 6/3/17 (the “Initial Term”). Member paid a total of $339.00 up front, which included the enrollment fee, processing...
fee and payment for the first month of personal training services. He further agreed to make 11 more consecutive monthly payments, in the amount of $240.00, beginning 7/3/17, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement. In addition, his agreement included a New Client Checklist which outlined key terms, including his acknowledgement that he received and read a copy of his personal training agreement with the initial term of 12 months. This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature and initials on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response). Additionally, member’s personal training services agreement specifically provided him with a 3-day right to cancel if these terms did not match his understanding (or for any reason) for a full refund. However, he did not take advantage of this option within the rescission period. Thus, under the clear and explicit terms of the Agreement, member is not entitled to a refund or to terminate the Agreement and abandon his contractual obligations (which were very clearly spelled out for him and acknowledged by him) early without a fee. If member no longer wishes to continue with his valid Agreement, his Agreement includes a voluntary cancelation provision, which affords him the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the Agreement. However, our District Vice President contacted member regarding his concerns and offered to reduce the cancellation fee from 50% down to 25% of the remaining agreement balance. 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 has elected not to take advantage of the reduced cancellation fee at this time. Nevertheless, LA Fitness remains willing to honor the reduced cancellation fee should member elect to take advantage of it. Otherwise, he should be expected to honor his Agreement as LA Fitness stands ready to provide the services for which he contracted.
Member’s personal training agreement clearly states that the training sessions expire 30 days after the end of the EFT/CC payments agreement. She is not entitled to a refund of expired training sessions. Nevertheless, LA Fitness contacted member and informed her that she could reinstate her...
personal training membership, downgrade her sessions from 6 to 1 per month and we would add back the training sessions that have expired. However, member elected not to take advantage of the offer at this time. LA Fitness remains willing to honor this offer should member elect to take advantage of it at later date.
Management contacted Mr. [redacted] regarding his concerns with the cancellation of his monthly dues membership and the notifications he received related to a balance on his account. We strive to provide excellent customer service to our members and we apologize if Mr. [redacted] felt the staff was unhelpful...
when he reached out for assistance on his account. LA Fitness employees initiated calls to Mr. [redacted] requesting payment, since a cancellation request for his membership was not previously received. LA Fitness provides members with the option to cancel their membership at any location between the hours of 9AM-5PM Monday through Friday, but we strongly encourage that members mail in a written cancellation request via certified mail to ensure return-receipt. This cancellation policy is not designed to make it difficult for our members to cancel, but rather to ensure cancellations are handled properly. As a courtesy, a cancellation was processed on 11/1/2017 and the full balance of $127.12 was waived. There will be no further billing for Mr. [redacted]’s membership and his account has been cancelled in good standings. We believe this matter to be resolved. Thank you.
LA Fitness cancelled member's personal training agreement and we are processing a full refund (refund applied to the same account used for payment). Please allow 5-7 business days for the refund to post to the account.
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]
LA Fitness contacted member regarding her concerns. Her remaining sessions have been added back and we will allow her the time that she needs to complete the remaining sessions.
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 11/9/15 (the “Initial Term”). Member paid a total of $410.00 up front, which included the processing fee and payment for...
the first month of personal training sessions. Member further agreed to make 11 more payments, in the amount of $360.00 each, every month, beginning 12/9/15, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement.
In addition, his Agreement included a New Client Checklist which outlined key terms, including his acknowledgement that he received and read a copy of his personal training agreement with the initial term of 12 months. This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature and initials on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response). Furthermore, member’s personal training agreement afforded him with a 10-day right to cancel if these terms did not match his understanding (or for any reason) simply by submitting a written notice of cancellation and he would receive a full refund.
However, he did not take advantage of this option within the rescission period. Thus, under the clear and explicit terms of the Agreement (which were very clearly spelled out for him and acknowledged by him) he committed to a minimum initial term of 12 months and there is no provision in the Agreement that allows him to reduce to length of the term.
However, if member no longer wishes to continue with his personal training agreement, his Agreement also includes a voluntary cancelation provision, which affords him the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the Agreement. LAF will honor this cancellation provision should member elect to take advantage of it. Otherwise, he should be expected to honor his agreement as LA Fitness stands ready to provide the services for which he contracted.
Management spoke to [redacted] on 6/22/15 regarding the cancellation of his monthly billed membership. Per his request on 5/26/15 a cancellation was processed. A refund in the amount of $29.95 has been refunded back to the [redacted] on file. Refunds take about 5-7 business days to be refunded. We...
believe this matter to be resolved. thank you
Management spoke to [redacted]r on 5/6/15 and explained to her that in order to use our Signature locations their is an interclub fee. She has been advised that her type of membership does not have access to our Signature locations unless this fee is paid. Member understands. No further action will...
be taken.
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]
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]
Management has informed [redacted] that his annually paid membership is still renewable however, the expiration date will update 1 year from the expiration date of the membership. Not from the day he renews. No further action is needed. Thank you
Our District Vice President reached out to member once more and we settled on a refund in the amount of $1,380.00 to settle her dispute (refund applied to the same account used for payment). Please allow 5-7 business days for the refund to post to the account.
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.
The error was made by the staff at the front desk who did not document the cancellation on the computer even though she acted like she was typing something in. I had to pay October, November and December. It is not the amount of money I am complaining about but he fact that they are literally making me have shared responsibility for something their staff did.Regards,[redacted]
There are no provisions in members’ personal training agreements that allow them to terminate their agreements early if they move, regardless of how far it may be from an LA Fitness location. Their agreements do include a voluntary cancelation provision, which affords them the option to unilaterally...
cancel at any time, for any reason, by paying only 50% of the remaining balance due under the agreement. However, LA Fitness is willing to reduce the cancellation fee from 50% down to 33% of the remaining agreement balance. Please note that we are not contractually obligated to provide this remedy, but this is being offered as a customer service consideration for our member. Members may contact their local club or our Member Service department at[redacted] to process payment.
Member claims that she is not receiving the 8 sessions per month that she is contracted for. It should be noted that member is paying for 8 25 minute personal training sessions per month and that the sessions become available for use at the rate in which they are paid for each month (member’s dues...
are billed on the 6th of each month).
However, member has been doubling up, using 2 25 minute sessions to train for 50 minutes at a time, which would essentially be 4 times a month. Not only has LA Fitness provided member with the service for all of the sessions she had paid for as of the date of her complaint, but doubling up on her training sessions resulted in her having run out of sessions because she used all her available sessions as of 4/22/16, prior to her next scheduled billing of 5/6/16.
Thus, she did not have any available sessions to use between that time. It should also be noted that member can view her training history at any time online through our website or on our mobile app. If she believes there to be any discrepancies with the sessions she has been charged for, we can review those with her and make any necessary adjustments.
However, at this time our investigation has revealed no breach of the agreement. Thus, member is not entitled to terminate the agreement and abandon her contractual obligations early without a fee. If member no longer wishes to continue with her 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 this cancellation provision of her agreement should he elect to take advantage of it.
Otherwise, member should be expected to honor her agreement as LA Fitness stands ready to continue to provide the services for which she contracted.
Member was contacted by management to discuss the cancelation of her family membership. Member attempted to cancel within the rescission period and receive a full refund for her two family add ons. No such cancelation was received. To resolve issue, we honored to 3-7 day cancel...
two family members with a full refund and accepted a normal cancelation for [redacted]. Member will be refunded $107.46 to the [redacted] on file. Refunds will take about 5-7 business days. We believe this matter to be resolved.
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]
Member’s personal training agreement clearly states that all sessions purchased must be completed within 30 days after the end of the initial term, or if client renews or continues the EFT/CC payment agreement beyond the initial term, within 30 days after completion of that additional period. Member...
renewed through 2/26/14. Thus, he had until 3/28/14 to complete the remaining sessions. Nevertheless, LA Fitness has added 35 complimentary sessions for member to use. 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.
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 6/3/17 (the “Initial Term”). Member paid a total of $339.00 up front, which included the enrollment fee, processing...
fee and payment for the first month of personal training services. He further agreed to make 11 more consecutive monthly payments, in the amount of $240.00, beginning 7/3/17, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement. In addition, his agreement included a New Client Checklist which outlined key terms, including his acknowledgement that he received and read a copy of his personal training agreement with the initial term of 12 months. This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature and initials on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response). Additionally, member’s personal training services agreement specifically provided him with a 3-day right to cancel if these terms did not match his understanding (or for any reason) for a full refund. However, he did not take advantage of this option within the rescission period. Thus, under the clear and explicit terms of the Agreement, member is not entitled to a refund or to terminate the Agreement and abandon his contractual obligations (which were very clearly spelled out for him and acknowledged by him) early without a fee. If member no longer wishes to continue with his valid Agreement, his Agreement includes a voluntary cancelation provision, which affords him the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the Agreement. However, our District Vice President contacted member regarding his concerns and offered to reduce the cancellation fee from 50% down to 25% of the remaining agreement balance. 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 has elected not to take advantage of the reduced cancellation fee at this time. Nevertheless, LA Fitness remains willing to honor the reduced cancellation fee should member elect to take advantage of it. Otherwise, he should be expected to honor his Agreement as LA Fitness stands ready to provide the services for which he contracted.
Member’s personal training agreement clearly states that the training sessions expire 30 days after the end of the EFT/CC payments agreement. She is not entitled to a refund of expired training sessions. Nevertheless, LA Fitness contacted member and informed her that she could reinstate her...
personal training membership, downgrade her sessions from 6 to 1 per month and we would add back the training sessions that have expired. However, member elected not to take advantage of the offer at this time. LA Fitness remains willing to honor this offer should member elect to take advantage of it at later date.
Our position has not changed. LA Fitness remains willing to honor the offer outlined in our initial response.
Management contacted Mr. [redacted] regarding his concerns with the cancellation of his monthly dues membership and the notifications he received related to a balance on his account. We strive to provide excellent customer service to our members and we apologize if Mr. [redacted] felt the staff was unhelpful...
when he reached out for assistance on his account. LA Fitness employees initiated calls to Mr. [redacted] requesting payment, since a cancellation request for his membership was not previously received. LA Fitness provides members with the option to cancel their membership at any location between the hours of 9AM-5PM Monday through Friday, but we strongly encourage that members mail in a written cancellation request via certified mail to ensure return-receipt. This cancellation policy is not designed to make it difficult for our members to cancel, but rather to ensure cancellations are handled properly. As a courtesy, a cancellation was processed on 11/1/2017 and the full balance of $127.12 was waived. There will be no further billing for Mr. [redacted]’s membership and his account has been cancelled in good standings. We believe this matter to be resolved. Thank you.
LA Fitness cancelled member's personal training agreement and we are processing a full refund (refund applied to the same account used for payment). Please allow 5-7 business days for the refund to post to the account.
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]
LA Fitness contacted member regarding her concerns. Her remaining sessions have been added back and we will allow her the time that she needs to complete the remaining sessions.