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. I will however come back & say I am NOT working with my old trainer, I have not spoken with him in months. This was just a case of poor customer service.
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.
The Business states that the Agreement was reviewed at the time of sale. This is not true. I was not informed about any of the stated terms at the time of sale. As I mentioned in the complaint, I was asked to sign and initial using electronic pad with no other information on it. I came to know these terms at the time when I asked to cancel my trainings. Also, I did not pay the cancellation amount volunteerely. When I discussed with the business about stopping automatic payment, I was told that remaining balance would go to collection if not paid. The only option that was left to me by LA Fitness in order to stop future payments without leaving any derogatory marks is to pay 50% buyout. After explaining my case further to a customer service representative, they told me to pay 33% buyout instead of 50% buyout. I paid 33% just to stop future payments but I did not recieve any service for that. Therefore, I request for the refund.
Regards,
[redacted]
Our District Vice President attempted to contact member regarding her concerns. His call was returned by member’s husband and we agreed to cancel the remaining term of member’s personal training agreement with no further billing or obligation.
Management has made several attempts to contact [redacted] at the number provided. This number appears to not be in service. Per his request we have processed a cancellation effective 1/20/15 and no further billings will occur. Should [redacted] wish to discuss anything further we encourage him to...
Management has made several attempts to contact [redacted] regarding his concerns with the cleanliness of the [redacted] location. We encourage him to return our call to discuss further. Thank you
Our District Manager contacted member regarding her concerns. Her personal training agreement includes a provision that allows her to terminate the agreement early, without a fee, if she moves farther than 25 miles from the club of enrollment and LAF cannot transfer to a comparable facility...
within 5 miles of member’s new residence. Member provided verification of such a relocation. Accordingly, we cancelled the remaining term of her personal training agreement with no further billing or obligation.
Management has made several attempts to contact [redacted] to discuss his concern regarding the current rates for a new membership agreement at our [redacted] Signature location. However, we have not received a return call. We encourage [redacted] to return our call so we can adequately...
Member purchased personal training services pursuant to a signed, written agreement. The agreement was for a minimum of 52 weeks, beginning 11/4/14 (the “Initial Term”). At the time of the sale, she paid a total of $114.00, which included the processing fee and payment for the first four weeks of...
sessions. She further agreed to make 12 more payments, in the amount of $45.00, every four weeks, beginning 12/2/14. 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. Additionally, her personal training agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only 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 full 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. If member no longer wishes to continue with her valid agreement, LA Fitness will honor the voluntary cancellation provision in member’s personal training agreement should she elect to take advantage of it. Otherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.
As outlined in our initial response, we have several trainers available and stand ready to continue to provide member with the services for which she contracted. LA Fitness has made several attempts to set her up with another trainer. Member is simply choosing not to continue with the service. It our belief that her former trainer is working for a competitor and is trying to get member to train there instead. This does not entitle her to a refund.
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 response from LA Fitness is unacceptable because they claim they did not receive my cancellation and do not take responsibility for what they have done wrong in their statement. They do not admit fault here. They used a personal check of mine to bill my checking account without my permission. They did receive my cancellation. When I returned and I spoke to management they even remembered receiving it. This issue is not resolved until LA fitness admits wrongdoing in writing.
Regards,
[redacted]
LA Fitness will process a refund in the amount of $840.00 for the remaining sessions (refund will be applied to the same account used for payment). Please allow 5-7 business days for the refund to post to the account.
Management spoke to[redacted] regarding the removal of the added amenity of guest privileges. Per his request guest privileges has been removed and refund in the amount of $20.00 has been refunded back to the[redacted] on file. As a courtesy the balance has been waived and [redacted] agreed to reinstate...
his membership and continue to be a member. Member is satisfied. Thank you
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 12 months, beginning 4/4/15 (the “Initial Term”). Member paid a total of 459.00 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 5/4/15, for the remainder of the Initial Term. These terms are clearly and conspicuously set forth on page 1 of his agreement and she acknowledged her understanding of these billing terms by initialing the three separate sections outlining the payment schedule. In addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that he received and read a copy of her personal training agreement, the initial term of 12 months and the voluntary cancelation provision. This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response). Member’s personal training services agreement specifically provided her with a 10 day right to cancel if these terms did not match her understanding (or for any reason) for a full refund. However, she did not take advantage of this option within the rescission period. 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. Member has not elected to exercise this option. She is not entitled to a refund or to terminate the agreement and abandon her contractual obligations early without a fee. LA Fitness will honor the voluntary cancellation provision in her personal training 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.
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 12 months, beginning 7/13/15 (the “Initial Term”). Member paid a total of $229.95 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 $160.00 each (plus tax), every month, beginning 8/13/15, for the remainder of the Initial Term. These terms are clearly and conspicuously set forth on page 1 of his agreement and he acknowledged his understanding of these billing terms by initialing the three separate sections outlining the payment schedule. 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 an initial term of 12 months. This Checklist was reviewed with him at the time of the sale, as acknowledged by his initials next to each and every bullet point and his signature on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response). Member’s personal training services agreement specifically provided him with a 10 day right to cancel, for any reason, by submitting a written notice of cancellation, for a full refund. However, he did not take advantage of this option within the rescission period. Thus, he is not entitled to a refund or to terminate the agreement and abandon his contractual obligations early without a fee. If member no longer wishes to continue with his valid 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. LA Fitness will honor this voluntary cancellation provision of member’s agreement should he 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 contacted[redacted] regarding the access on his monthly billed fitness membership. It was explained to him that per his agreement at the time of joining on 5/17/13 he agreed to single club access. He claims this was an error at point of sale and has been advised he will have to pay an...
upgrade fee should he chose to use a club outside his home club. As a courtesy, we have honored his request to give him multi club access at no additional charge. Member is satisfied. 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]
Management has spoken to [redacted] and it has been agreed upon to reinstate the cancelled Kids Klub memberships and to resume billing. Member is satisfied. 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...
Please note that we were not contractually obligated to provide this remedy, but this was offered as a customer service consideration for our member. She elected to take advantage of it and we cancelled the remaining term of her personal training agreement accordingly.
Management spoke to [redacted] regarding the sales calls she was receiving. We apologized for the excessive calls she received and assured her that her contact information has been removed. She was satisfied with the follow up. 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. I will however come back & say I am NOT working with my old trainer, I have not spoken with him in months. This was just a case of poor customer service.
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.
The Business states that the Agreement was reviewed at the time of sale. This is not true. I was not informed about any of the stated terms at the time of sale. As I mentioned in the complaint, I was asked to sign and initial using electronic pad with no other information on it. I came to know these terms at the time when I asked to cancel my trainings. Also, I did not pay the cancellation amount volunteerely. When I discussed with the business about stopping automatic payment, I was told that remaining balance would go to collection if not paid. The only option that was left to me by LA Fitness in order to stop future payments without leaving any derogatory marks is to pay 50% buyout. After explaining my case further to a customer service representative, they told me to pay 33% buyout instead of 50% buyout. I paid 33% just to stop future payments but I did not recieve any service for that. Therefore, I request for the refund.
Regards,
[redacted]
Our District Vice President attempted to contact member regarding her concerns. His call was returned by member’s husband and we agreed to cancel the remaining term of member’s personal training agreement with no further billing or obligation.
Management has made several attempts to contact [redacted] at the number provided. This number appears to not be in service. Per his request we have processed a cancellation effective 1/20/15 and no further billings will occur. Should [redacted] wish to discuss anything further we encourage him to...
contact his home club. Thank you.
Management has made several attempts to contact [redacted] regarding his concerns with the cleanliness of the [redacted] location. We encourage him to return our call to discuss further. Thank you
Our District Manager contacted member regarding her concerns. Her personal training agreement includes a provision that allows her to terminate the agreement early, without a fee, if she moves farther than 25 miles from the club of enrollment and LAF cannot transfer to a comparable facility...
within 5 miles of member’s new residence. Member provided verification of such a relocation. Accordingly, we cancelled the remaining term of her personal training agreement with no further billing or obligation.
Management has made several attempts to contact [redacted] to discuss his concern regarding the current rates for a new membership agreement at our [redacted] Signature location. However, we have not received a return call. We encourage [redacted] to return our call so we can adequately...
respond to his concerns. Thank you.
Member purchased personal training services pursuant to a signed, written agreement. The agreement was for a minimum of 52 weeks, beginning 11/4/14 (the “Initial Term”). At the time of the sale, she paid a total of $114.00, which included the processing fee and payment for the first four weeks of...
sessions. She further agreed to make 12 more payments, in the amount of $45.00, every four weeks, beginning 12/2/14. 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. Additionally, her personal training agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only 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 full 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. If member no longer wishes to continue with her valid agreement, LA Fitness will honor the voluntary cancellation provision in member’s personal training agreement should she elect to take advantage of it. Otherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.
As outlined in our initial response, we have several trainers available and stand ready to continue to provide member with the services for which she contracted. LA Fitness has made several attempts to set her up with another trainer. Member is simply choosing not to continue with the service. It our belief that her former trainer is working for a competitor and is trying to get member to train there instead. This does not entitle her to a refund.
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 response from LA Fitness is unacceptable because they claim they did not receive my cancellation and do not take responsibility for what they have done wrong in their statement. They do not admit fault here. They used a personal check of mine to bill my checking account without my permission. They did receive my cancellation. When I returned and I spoke to management they even remembered receiving it. This issue is not resolved until LA fitness admits wrongdoing in writing.
Regards,
[redacted]
LA Fitness will process a refund in the amount of $840.00 for the remaining sessions (refund will be applied to the same account used for payment). Please allow 5-7 business days for the refund to post to the account.
Management spoke to[redacted] regarding the removal of the added amenity of guest privileges. Per his request guest privileges has been removed and refund in the amount of $20.00 has been refunded back to the[redacted] on file. As a courtesy the balance has been waived and [redacted] agreed to reinstate...
his membership and continue to be a member. Member is satisfied. Thank you
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 12 months, beginning 4/4/15 (the “Initial Term”). Member paid a total of 459.00 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 5/4/15, for the remainder of the Initial Term. These terms are clearly and conspicuously set forth on page 1 of his agreement and she acknowledged her understanding of these billing terms by initialing the three separate sections outlining the payment schedule. In addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that he received and read a copy of her personal training agreement, the initial term of 12 months and the voluntary cancelation provision. This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response). Member’s personal training services agreement specifically provided her with a 10 day right to cancel if these terms did not match her understanding (or for any reason) for a full refund. However, she did not take advantage of this option within the rescission period. 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. Member has not elected to exercise this option. She is not entitled to a refund or to terminate the agreement and abandon her contractual obligations early without a fee. LA Fitness will honor the voluntary cancellation provision in her personal training 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.
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 12 months, beginning 7/13/15 (the “Initial Term”). Member paid a total of $229.95 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 $160.00 each (plus tax), every month, beginning 8/13/15, for the remainder of the Initial Term. These terms are clearly and conspicuously set forth on page 1 of his agreement and he acknowledged his understanding of these billing terms by initialing the three separate sections outlining the payment schedule. 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 an initial term of 12 months. This Checklist was reviewed with him at the time of the sale, as acknowledged by his initials next to each and every bullet point and his signature on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response). Member’s personal training services agreement specifically provided him with a 10 day right to cancel, for any reason, by submitting a written notice of cancellation, for a full refund. However, he did not take advantage of this option within the rescission period. Thus, he is not entitled to a refund or to terminate the agreement and abandon his contractual obligations early without a fee. If member no longer wishes to continue with his valid 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. LA Fitness will honor this voluntary cancellation provision of member’s agreement should he 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 contacted[redacted] regarding the access on his monthly billed fitness membership. It was explained to him that per his agreement at the time of joining on 5/17/13 he agreed to single club access. He claims this was an error at point of sale and has been advised he will have to pay an...
upgrade fee should he chose to use a club outside his home club. As a courtesy, we have honored his request to give him multi club access at no additional charge. Member is satisfied. 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]
Management has spoken to [redacted] and it has been agreed upon to reinstate the cancelled Kids Klub memberships and to resume billing. Member is satisfied. 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]
Please note that we were not contractually obligated to provide this remedy, but this was offered as a customer service consideration for our member. She elected to take advantage of it and we cancelled the remaining term of her personal training agreement accordingly.
Management spoke to [redacted] regarding the sales calls she was receiving. We apologized for the excessive calls she received and assured her that her contact information has been removed. She was satisfied with the follow up. Thank you