Management spoke to [redacted] and explained how guest passes work as well as the difference between guest privileges. Member now understands. We also assured her that the GM is no longer with the company. We believe this matter to be resolved. Thank you
Management contacted [redacted] regarding the incident that occurred between with our general manager. We apologize for the experience she may have had and assured her the incident will be addressed with staff. No further action will be taken. Thank you.
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.
Yes, [redacted] from LA Fitness did call my home and apologized for the staff not knowing or understanding their jobs and I was informed that I would still not be allowed back because the woman that was occupying the lap lane over the time period noted on the walls complained about me. I spoke to the woman less than 10 seconds, it was the staff that showed her the signs and told her about the over use of the lap lane and I'm getting blamed for that. That is an in-justice. This lady gets in the lap lane aprox. 7:20 AM and uses the lap lane and saves it for her husband who arrives about 11:00 AM. There is a one hour swim class at 9:00 AM but most of the time it is not full and they leave one lap lane open and this lady uses that lane and makes it her personal domain until her husband arrives at 11:00 AM and uses it until about noon. This happens every day of the week. Other members came to me to thank me for reminding the women about the 45 min. lap lane limit. Several members are upset about this as well but I was the only one who was singled out. I realize I control my own destiny and I also know right from wrong and individuals that play by the rules while other do often get kicked to the curb. It is amazing to me how a 10 second conversation has resulted in such an injustice. I have been a member of this club for over 15 years with no know complaints about me and I have made many club friends and I miss them dearly. Please reinstate my membership, I did nothing wrong. What about my complaint about the women holding the lap lane and not letting anyone else use it all the time, my complaint doesn't count? Help!
Regards,
[redacted]
Management spoke with Mr. [redacted] regarding his concerns with a refund. Management explained to Mr. [redacted] that we processed a $24.99 refund back in 8/2017 to the [redacted] ending in [redacted]. Should Mr. [redacted] need additional assistance we encourage him to call us. We believe this matter to be...
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.
Hi,My issue was resolved. Can I please rescind the complaint?Thanks,
[redacted]
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 4/11/15 (the “Initial Term”). Member paid a total of $259.00 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 $160.00 each, every month, beginning 5/11/15, 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 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 has made several attempts to contact [redacted] regarding her concerns related to the cancellation of her Family membership. However, we have not received a return call. [redacted] states that she attempted to cancel on the phone via our Customer Service department. LA Fitness provides...
members with the option to cancel at any LA Fitness location 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. We have received no such cancellation request from [redacted]. As a result, no cancellation was processed and the monthly billing continued based on the membership terms.
As a courtesy, we have cancelled her Family membership on September 20, 2016. We have also issued a refund in the amount of $89.80 to the [redacted] on file. If [redacted] needs additional assistance, we encourage her to return our calls so we can adequately address any concerns. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Our position has not changed. Our Personal Training Director spoke to member at length regarding his concerns and we can certainly address the concerns he has with his program when he is ready to resume training. However, the circumstance does not entitle member to terminate the agreement early without a fee. It should be noted that we also offered to reduce the cancellation fee from 50% down to 33% of the remaining agreement balance. Member elected not to take advantage of the offer at this time.
Nevertheless, LA Fitness remains willing to honor the reduced cancellation fee should member elect to take advantage of it at a later date.
Management spoke to [redacted] on 10/21/14 regarding the cancellation of her monthly billed membership. [redacted] states she cancelled in June and continues to be billed. We have no record of receiving a
cancelation however an immediate cancelation was processed and no further billing will...
occur. The balance in the amount of $99.39 has been waived and no balance is owed. Member is satisfied. Thank you.
Revdex.com:
I Have received no such voice-mails. Voice-mail cannot be left without notifying the user. I check my voice-mails daily. Please make legible copy available for pickup within your business hours. Also advise who I am to communicate with at that specific location and alternate persons at different times of the day. 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]
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 would like to speak with the CEO of this company. Why is it a secret to know who the CEO is? I deserve a personal apologize and would appreciate some type compensation. I contacted the Revdex.com after speaking with [redacted] back in May. I wasn't satisfied with his response. I haven't heard from anyone at LA Fitness since then. I asked several employees for contact information regarding the president/CEO of this company and they all refuse to provide me with that information. They way [redacted] talked to me was a disgrace.
Regards,
[redacted]
We have made several attempts to contact Mr. [redacted]regarding the cancellation of his monthly billed membership. Our recordsindicate he was informed of the cancellation procedures on 11/10/14 when hespoke to management. We have yet to receive a cancellation request. However asa courtesy an...
immediate cancellation will be processed to ensure no furtherbillings will occur. No refund is owed at this time. Should Mr. [redacted]wish to discuss this further please return our call. Thank you.
Management spoke to [redacted] via email on 1/15/15 regarding her concerns with her monthly billed membership at the time of point of sale. We apologized for any miscommunication that occurred and provided [redacted] with a copy of her agreement. We encourage [redacted] to return...
our call should she wish to discuss anything further. Thank you.
LA Fitness cancelled the remaining term of member's personal training agreement with no further billing or obligation and processed a full refund (less the initial payment). The refund was applied to the same account used for payment.
Management spoke to [redacted] on 5/19/15 regarding the freezing of her monthly billed membership. [redacted] claims to have cancelled prior to the February billing. Management informed [redacted] we have no record of a freeze request prior to member Q call on 3/6/15, and that account...
was frozen effective the next billing on 3/28/15. Member still requested a refund of 1/28 and 2/28 monthly dues.To resolve, we agreed to refund difference in dues from 2/28/15 charge as courtesy. Member accepted refund offer. A refund in the amount of $21.29 was refunded back to the [redacted]. Refunds take about 5-7 business days to be refunded back. Thank you.
Member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”). The Agreement was for a minimum initial term of 12 months, beginning 6/18/15 (the “Initial Term”). Member paid a total of $189.00 up front, which included the processing fee and payment...
for the first month of personal training services. She further agreed to make 11 more payments, in the amount of $90.00 each, every month, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement. In addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of her personal training agreement with the initial term of 12 months.
This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature and initials on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response). 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. Thus, under the clear and explicit terms of the Agreement, she was not entitled to terminate the Agreement and abandon her contractual obligations (which were very clearly spelled out for her and acknowledged by her) early without a fee.
If member no longer wished to continue with her valid Agreement, her Agreement included a voluntary cancelation provision, which afforded her the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the Agreement. Our records do not reflect that member made such a payment to terminate her agreement early prior to 5/6/16. Thus, she is not entitled to a refund as she was properly billed each month until 5/6/16 in accordance with the terms of her Agreement.
Revdex.com:i spoke with a representative at LAFitness over...
the phone. He said I would be reimbursed 2 months of membership fee, and that I will be allowed to change my membership plan to one that allows freezing without having to re-pay membership. Iam still waiting for confirmation that this has happened. How will I know that my membership type has been changed to one that allows freezing? I also understand that this new membership type has a higher monthly fee. 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] on 10/10/14 regarding the cancellation
of his monthly billed memberships. An immediate cancellation has been processed
and no further billing will occur. A refund for September dues in the amount of
$34.99 was refunded back to the MasterCard on 10/15/14. Refunds...
take about 5-7
business days to be refunded. The October monthly dues in the amount of $34.99
will be waived and no further balance will be owed. Member is satisfied. Thank
you.
Our position has not changed. Member's concerns were addressed in our initial response and he has resumed training regularly over the past week.
Management spoke to [redacted] and explained how guest passes work as well as the difference between guest privileges. Member now understands. We also assured her that the GM is no longer with the company. We believe this matter to be resolved. Thank you
Management contacted [redacted] regarding the incident that occurred between with our general manager. We apologize for the experience she may have had and assured her the incident will be addressed with staff. No further action will be taken. 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.
Yes, [redacted] from LA Fitness did call my home and apologized for the staff not knowing or understanding their jobs and I was informed that I would still not be allowed back because the woman that was occupying the lap lane over the time period noted on the walls complained about me. I spoke to the woman less than 10 seconds, it was the staff that showed her the signs and told her about the over use of the lap lane and I'm getting blamed for that. That is an in-justice. This lady gets in the lap lane aprox. 7:20 AM and uses the lap lane and saves it for her husband who arrives about 11:00 AM. There is a one hour swim class at 9:00 AM but most of the time it is not full and they leave one lap lane open and this lady uses that lane and makes it her personal domain until her husband arrives at 11:00 AM and uses it until about noon. This happens every day of the week. Other members came to me to thank me for reminding the women about the 45 min. lap lane limit. Several members are upset about this as well but I was the only one who was singled out. I realize I control my own destiny and I also know right from wrong and individuals that play by the rules while other do often get kicked to the curb. It is amazing to me how a 10 second conversation has resulted in such an injustice. I have been a member of this club for over 15 years with no know complaints about me and I have made many club friends and I miss them dearly. Please reinstate my membership, I did nothing wrong. What about my complaint about the women holding the lap lane and not letting anyone else use it all the time, my complaint doesn't count? Help!
Regards,
[redacted]
Management spoke with Mr. [redacted] regarding his concerns with a refund. Management explained to Mr. [redacted] that we processed a $24.99 refund back in 8/2017 to the [redacted] ending in [redacted]. Should Mr. [redacted] need additional assistance we encourage him to call us. 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.
Hi,My issue was resolved. Can I please rescind the complaint?Thanks,
[redacted]
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 4/11/15 (the “Initial Term”). Member paid a total of $259.00 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 $160.00 each, every month, beginning 5/11/15, 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 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 has made several attempts to contact [redacted] regarding her concerns related to the cancellation of her Family membership. However, we have not received a return call. [redacted] states that she attempted to cancel on the phone via our Customer Service department. LA Fitness provides...
members with the option to cancel at any LA Fitness location 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. We have received no such cancellation request from [redacted]. As a result, no cancellation was processed and the monthly billing continued based on the membership terms.
As a courtesy, we have cancelled her Family membership on September 20, 2016. We have also issued a refund in the amount of $89.80 to the [redacted] on file. If [redacted] needs additional assistance, we encourage her to return our calls so we can adequately address any concerns. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Our position has not changed. Our Personal Training Director spoke to member at length regarding his concerns and we can certainly address the concerns he has with his program when he is ready to resume training. However, the circumstance does not entitle member to terminate the agreement early without a fee. It should be noted that we also offered to reduce the cancellation fee from 50% down to 33% of the remaining agreement balance. Member elected not to take advantage of the offer at this time.
Nevertheless, LA Fitness remains willing to honor the reduced cancellation fee should member elect to take advantage of it at a later date.
Management spoke to [redacted] on 10/21/14 regarding the cancellation of her monthly billed membership. [redacted] states she cancelled in June and continues to be billed. We have no record of receiving a
cancelation however an immediate cancelation was processed and no further billing will...
occur. The balance in the amount of $99.39 has been waived and no balance is owed. Member is satisfied. Thank you.
Revdex.com:
I Have received no such voice-mails. Voice-mail cannot be left without notifying the user. I check my voice-mails daily. Please make legible copy available for pickup within your business hours. Also advise who I am to communicate with at that specific location and alternate persons at different times of the day. 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]
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 would like to speak with the CEO of this company. Why is it a secret to know who the CEO is? I deserve a personal apologize and would appreciate some type compensation. I contacted the Revdex.com after speaking with [redacted] back in May. I wasn't satisfied with his response. I haven't heard from anyone at LA Fitness since then. I asked several employees for contact information regarding the president/CEO of this company and they all refuse to provide me with that information. They way [redacted] talked to me was a disgrace.
Regards,
[redacted]
We have made several attempts to contact Mr. [redacted]regarding the cancellation of his monthly billed membership. Our recordsindicate he was informed of the cancellation procedures on 11/10/14 when hespoke to management. We have yet to receive a cancellation request. However asa courtesy an...
immediate cancellation will be processed to ensure no furtherbillings will occur. No refund is owed at this time. Should Mr. [redacted]wish to discuss this further please return our call. Thank you.
Management spoke to [redacted] via email on 1/15/15 regarding her concerns with her monthly billed membership at the time of point of sale. We apologized for any miscommunication that occurred and provided [redacted] with a copy of her agreement. We encourage [redacted] to return...
our call should she wish to discuss anything further. Thank you.
LA Fitness cancelled the remaining term of member's personal training agreement with no further billing or obligation and processed a full refund (less the initial payment). The refund was applied to the same account used for payment.
Management spoke to [redacted] on 5/19/15 regarding the freezing of her monthly billed membership. [redacted] claims to have cancelled prior to the February billing. Management informed [redacted] we have no record of a freeze request prior to member Q call on 3/6/15, and that account...
was frozen effective the next billing on 3/28/15. Member still requested a refund of 1/28 and 2/28 monthly dues.To resolve, we agreed to refund difference in dues from 2/28/15 charge as courtesy. Member accepted refund offer. A refund in the amount of $21.29 was refunded back to the [redacted]. Refunds take about 5-7 business days to be refunded back. Thank you.
Member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”). The Agreement was for a minimum initial term of 12 months, beginning 6/18/15 (the “Initial Term”). Member paid a total of $189.00 up front, which included the processing fee and payment...
for the first month of personal training services. She further agreed to make 11 more payments, in the amount of $90.00 each, every month, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement. In addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of her personal training agreement with the initial term of 12 months.
This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature and initials on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response). 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. Thus, under the clear and explicit terms of the Agreement, she was not entitled to terminate the Agreement and abandon her contractual obligations (which were very clearly spelled out for her and acknowledged by her) early without a fee.
If member no longer wished to continue with her valid Agreement, her Agreement included a voluntary cancelation provision, which afforded her the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the Agreement. Our records do not reflect that member made such a payment to terminate her agreement early prior to 5/6/16. Thus, she is not entitled to a refund as she was properly billed each month until 5/6/16 in accordance with the terms of her Agreement.
Revdex.com:i spoke with a representative at LAFitness over...
the phone. He said I would be reimbursed 2 months of membership fee, and that I will be allowed to change my membership plan to one that allows freezing without having to re-pay membership. Iam still waiting for confirmation that this has happened. How will I know that my membership type has been changed to one that allows freezing? I also understand that this new membership type has a higher monthly fee. 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] on 10/10/14 regarding the cancellation
of his monthly billed memberships. An immediate cancellation has been processed
and no further billing will occur. A refund for September dues in the amount of
$34.99 was refunded back to the MasterCard on 10/15/14. Refunds...
take about 5-7
business days to be refunded. The October monthly dues in the amount of $34.99
will be waived and no further balance will be owed. Member is satisfied. Thank
you.