Our District Manager contacted member regarding his concerns and we cancelled the remaining term of his personal training agreement with no further billing or obligation.
Management spoke with [redacted] regarding his concerns. As a courtesy, we agreed to move out his next schedule bill date from 12-21-2017 to 1-21-2017. 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]
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 spoke to [redacted] on 2/20/15 regarding [redacted] and [redacted] monthly billed membership. [redacted] claims to have cancelled these memberships in January of 2014. Our records indicate we did not receive a cancellation. After explaining our cancelation policy and that we...
require a cancellation request for each individual membership, we agreed to refund 4 months each due to over billing. Total refund is $279.92 back to the [redacted] card. Refunds take about 5-7 business days to be refunded. No further refunds are owed. Thank you.
Management contacted [redacted] regarding his frustration with the lack of responsiveness by the local staff when attempting to cancel his monthly billed family membership. LA Fitness provides members with the option to cancel with an Operations Manager at any LA Fitness location between the...
hours of 8 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. LA Fitness strives to provide excellent customer service to our members and apologize for the experience he had. We confirmed with [redacted] that his membership cancellation was completed on July 6, 2016 and a refund of $127.16 was completed on July 9, 2016 to the [redacted] card on file. As a courtesy, an additional refund of $127.16 was processed back to the [redacted] card on file. We now believe this matter to be resolved. Thank you.
Management spoke to [redacted] in regards to the cancellation of her monthly billed fitness membership. As a courtesy an additional refund in the amount of $106.90 has been refunded back to the [redacted] card. Refunds take about 5-7 business days to be refunded. 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
From:[redacted]Date:June 13, 2016 at 2:29:03 PM EDTTo[redacted]Subject:Re: Training Revdex.com complaint [redacted]
Hi [redacted],
Thanks for reiterating the contract I signed and was well aware of prior to signing the contract. I am glad that you took the time to check that my statements and complaint was factual. Unfortunately you are neglecting to point out that I was not receiving weekly training sessions. As time was missed and no trainer was available I was forced often to come twice a week to make up for the gaps in training. I understand that it was an average of 4 times a month but because of the lack of an available trainer it was not a weekly session. Also as you stated expired ones were extended, but they were extended only because there wasn't anyone that I could book with so that the sessions could be used in the time frame intended by the contract.
As for you inference that I only brought this complaint forward once my sessions were complete is absurd. I was constantly trying to resolve this issue from the beginning. I tried dealing with [redacted] at the club and was told if I were to stop payment, it would effect my good standing with the club. When I talked with [redacted] the manager at the time of my registering for training. He told me he would look into the matter. Both [redacted] and [redacted] were aware that I had asked to cancel my contract. Conveniently neither of them are still working at my club along with all the trainers that I dealt with. When I didn't get a resolution with either of the club representatives I then spoke with [redacted] the new manager. He provided me with the avenue of contacting [redacted] when I got no response from [redacted] I then sent an email to[redacted].
Again no response and I tried to contact customer service. A few attempts were made that way and I finally got to you. You, yourself explained when we spoke May 5, 2016 that you would speak to [redacted] in a conference call the very next day and would be calling me back May 6, 2016. As you know, that call back never came. I left numerous messages at the contact number you had provided. I sent another email to you as well as having my club manager ask you to return my call. The staff at the club gave me the run around the same way you have. Seems funny to me that my concerns were not noted on my account as I frequently was trying to get a resolution.
Thanks for finally responding but in no way do I feel a resolution has occurred. I am quite surprised that you can not see the mistakes made and are not willing to own up to the bad service I have received.
[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.
Hi. We accepted the 1 month refund; but we have still paid out a couple of extra months beyond that, which means we are being penalized for the inept employees that we have dealt with. Hopefully I have brought the short fallings of this facility to their attention and things will turn around.
Regards,
[redacted]
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 spoke to [redacted] on 3/12/15 regarding the cancelation of his monthly billed membership. Per his request an immediate cancellation was processed and no further billing will occur. As a courtesy the balance will be waived. Member is satisfied. Thank you.
Management spoke to [redacted] prior to this complaint regarding his monthly billed fitness membership. He claims to have only signed up for a 1 month membership. However, per the agreement he signed on August 12, 2015 his membership is a month to month membership that will continue to bill until...
[redacted] requests properly to cancel. With that being said as a courtesy a refund in the amount of $64.10 has been refunded back to the[redacted] card. Refunds take about 5-7 business days to be processed. We believe this matter to be resolved. Thank you
LA Fitness contacted member regarding her concerns. We processed a refund in the amount of $440.00 to settle her dispute and she will use the remaining sessions.
Our Personal Training Director was aware of member’s concerns and he reminded member that he purchased personal training services but not the services of any specific individual trainer. We had other trainers on staff available to accommodate member’s concerns and schedule. Member simply chose not...
to continue with the service. In addition, his personal training agreement specifically provided him with a 10-day right to cancel, for any reason, for a full refund. Our records do not reflect that he cancelled within this rescission period. In fact, member was training regularly up to four weeks after he joined. Thus, he is not entitled to a refund or to terminate the agreement and abandon his contractual obligations early without a fee. His agreement also included 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. Member elected to take advantage of this cancellation provision, paid the cancellation fee on 6/17/15 and we cancelled the remaining term of his personal training agreement accordingly.
Management has made several attempts to contact [redacted] regarding her concerns related to the cancellation of her monthly dues membership. However, we have not received a return call. [redacted] states that she cancelled her membership in 6/2016. 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. The history on [redacted]’s account does reflect that a freeze request was completed on 7/26/2016, which placed her membership in an inactive status at a monthly freeze fee of $10 billed electronically.
As a courtesy, we have cancelled her membership to prevent future monthly billings.
If [redacted] would like to review additional resolution options, we encourage her to return our calls so we can adequately address her concerns. Thank you.
LA Fitness processed a refund for all payments made less $180.00 for 4 sessions used at $45.00 per session (refunds applied to the same account used for payment). Please allow 5-7 business days for all refunds to post to the account.
Management contacted Ms. [redacted] regarding her concerns with a monthly dues membership originally purchased in 2009. Management reviewed the history on this account and confirmed that a cancellation request was not received for Ms. [redacted]’s membership when another person on the family account...
requested the cancellation of their individual portion of the membership. Thus, based on the agreement terms the monthly dues billing continued to process. As a courtesy, we have agreed to refund $659.78 back to the [redacted] on file. Refunds typically take 5-7 business dates to complete. Additionally, we have extend the next billing date on Ms. [redacted]’s current monthly dues membership to 11/4/2018. We believe this to be a fair and reasonable resolution. Thank you.
Management contacted [redacted] regarding the cancellation of her monthly dues membership. [redacted] stated she attempted to cancel via telephone. This is not an acceptable form of cancellation and as a result, no such cancellation was processed. LA Fitness provides members with the option...
to cancel their membership at any location between the hours of 8AM-5PM Monday through Friday, but we strongly advise that member's 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 completed and we have also agreed to a refund back to her [redacted] card on file in the amount of $119.96.
Refunds typically take 5-7 business days to complete. We believe this matter to be resolved.
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 3/11/15 (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 sessions. She further agreed to make 11 more payments, in the amount of $90.00 each, every month, beginning 4/11/15, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of member’s 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 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 ba[redacted] 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 12 months and the voluntary cancelation provision. This Checklist was reviewed with member 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. Thus, under the clear and explicit terms of the Agreement, she is not entitled to a refund or to terminate the agreement and abandon her contractual obligations early without a fee. LA Fitness is willing to reduce the cancellation fee from 50% down to 33% of the remaining agreement ba[redacted]. 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 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.
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 Well I do appreciate that the management did reach out to me and apologize about the poor customer service and offered me another guest passes simply wasn't applicable to my particular situation because as expressed my sisters already currently paying for me to come in as a guest. But I also expressed in the conversation with management I don't see myself attending that LA fitness or any for that matter hopefully the fees that my sister incurred while adding me on her guest pass Can be taken care of if not its really not a big deal at this point
Regards
[redacted]
Our District Manager contacted member regarding his concerns and we cancelled the remaining term of his personal training agreement with no further billing or obligation.
Management spoke with [redacted] regarding his concerns. As a courtesy, we agreed to move out his next schedule bill date from 12-21-2017 to 1-21-2017. 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]
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 spoke to [redacted] on 2/20/15 regarding [redacted] and [redacted] monthly billed membership. [redacted] claims to have cancelled these memberships in January of 2014. Our records indicate we did not receive a cancellation. After explaining our cancelation policy and that we...
require a cancellation request for each individual membership, we agreed to refund 4 months each due to over billing. Total refund is $279.92 back to the [redacted] card. Refunds take about 5-7 business days to be refunded. No further refunds are owed. Thank you.
Management contacted [redacted] regarding his frustration with the lack of responsiveness by the local staff when attempting to cancel his monthly billed family membership. LA Fitness provides members with the option to cancel with an Operations Manager at any LA Fitness location between the...
hours of 8 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. LA Fitness strives to provide excellent customer service to our members and apologize for the experience he had. We confirmed with [redacted] that his membership cancellation was completed on July 6, 2016 and a refund of $127.16 was completed on July 9, 2016 to the [redacted] card on file. As a courtesy, an additional refund of $127.16 was processed back to the [redacted] card on file. We now believe this matter to be resolved. Thank you.
Management spoke to [redacted] in regards to the cancellation of her monthly billed fitness membership. As a courtesy an additional refund in the amount of $106.90 has been refunded 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.
From:[redacted]Date:June 13, 2016 at 2:29:03 PM EDTTo[redacted]Subject:Re: Training Revdex.com complaint [redacted]
Hi [redacted],
Thanks for reiterating the contract I signed and was well aware of prior to signing the contract. I am glad that you took the time to check that my statements and complaint was factual. Unfortunately you are neglecting to point out that I was not receiving weekly training sessions. As time was missed and no trainer was available I was forced often to come twice a week to make up for the gaps in training. I understand that it was an average of 4 times a month but because of the lack of an available trainer it was not a weekly session. Also as you stated expired ones were extended, but they were extended only because there wasn't anyone that I could book with so that the sessions could be used in the time frame intended by the contract.
As for you inference that I only brought this complaint forward once my sessions were complete is absurd. I was constantly trying to resolve this issue from the beginning. I tried dealing with [redacted] at the club and was told if I were to stop payment, it would effect my good standing with the club. When I talked with [redacted] the manager at the time of my registering for training. He told me he would look into the matter. Both [redacted] and [redacted] were aware that I had asked to cancel my contract. Conveniently neither of them are still working at my club along with all the trainers that I dealt with. When I didn't get a resolution with either of the club representatives I then spoke with [redacted] the new manager. He provided me with the avenue of contacting [redacted] when I got no response from [redacted] I then sent an email to[redacted].
Again no response and I tried to contact customer service. A few attempts were made that way and I finally got to you. You, yourself explained when we spoke May 5, 2016 that you would speak to [redacted] in a conference call the very next day and would be calling me back May 6, 2016. As you know, that call back never came. I left numerous messages at the contact number you had provided. I sent another email to you as well as having my club manager ask you to return my call. The staff at the club gave me the run around the same way you have. Seems funny to me that my concerns were not noted on my account as I frequently was trying to get a resolution.
Thanks for finally responding but in no way do I feel a resolution has occurred. I am quite surprised that you can not see the mistakes made and are not willing to own up to the bad service I have received.
[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.
Hi. We accepted the 1 month refund; but we have still paid out a couple of extra months beyond that, which means we are being penalized for the inept employees that we have dealt with. Hopefully I have brought the short fallings of this facility to their attention and things will turn around.
Regards,
[redacted]
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 spoke to [redacted] on 3/12/15 regarding the cancelation of his monthly billed membership. Per his request an immediate cancellation was processed and no further billing will occur. As a courtesy the balance will be waived. Member is satisfied. Thank you.
Management spoke to [redacted] prior to this complaint regarding his monthly billed fitness membership. He claims to have only signed up for a 1 month membership. However, per the agreement he signed on August 12, 2015 his membership is a month to month membership that will continue to bill until...
[redacted] requests properly to cancel. With that being said as a courtesy a refund in the amount of $64.10 has been refunded back to the[redacted] card. Refunds take about 5-7 business days to be processed. We believe this matter to be resolved. Thank you
LA Fitness contacted member regarding her concerns. We processed a refund in the amount of $440.00 to settle her dispute and she will use the remaining sessions.
Our Personal Training Director was aware of member’s concerns and he reminded member that he purchased personal training services but not the services of any specific individual trainer. We had other trainers on staff available to accommodate member’s concerns and schedule. Member simply chose not...
to continue with the service. In addition, his personal training agreement specifically provided him with a 10-day right to cancel, for any reason, for a full refund. Our records do not reflect that he cancelled within this rescission period. In fact, member was training regularly up to four weeks after he joined. Thus, he is not entitled to a refund or to terminate the agreement and abandon his contractual obligations early without a fee. His agreement also included 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. Member elected to take advantage of this cancellation provision, paid the cancellation fee on 6/17/15 and we cancelled the remaining term of his personal training agreement accordingly.
Management has made several attempts to contact [redacted] regarding her concerns related to the cancellation of her monthly dues membership. However, we have not received a return call. [redacted] states that she cancelled her membership in 6/2016. 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. The history on [redacted]’s account does reflect that a freeze request was completed on 7/26/2016, which placed her membership in an inactive status at a monthly freeze fee of $10 billed electronically.
As a courtesy, we have cancelled her membership to prevent future monthly billings.
If [redacted] would like to review additional resolution options, we encourage her to return our calls so we can adequately address her concerns. Thank you.
LA Fitness processed a refund for all payments made less $180.00 for 4 sessions used at $45.00 per session (refunds applied to the same account used for payment). Please allow 5-7 business days for all refunds to post to the account.
Management contacted Ms. [redacted] regarding her concerns with a monthly dues membership originally purchased in 2009. Management reviewed the history on this account and confirmed that a cancellation request was not received for Ms. [redacted]’s membership when another person on the family account...
requested the cancellation of their individual portion of the membership. Thus, based on the agreement terms the monthly dues billing continued to process. As a courtesy, we have agreed to refund $659.78 back to the [redacted] on file. Refunds typically take 5-7 business dates to complete. Additionally, we have extend the next billing date on Ms. [redacted]’s current monthly dues membership to 11/4/2018. We believe this to be a fair and reasonable resolution. Thank you.
Management contacted [redacted] regarding the cancellation of her monthly dues membership. [redacted] stated she attempted to cancel via telephone. This is not an acceptable form of cancellation and as a result, no such cancellation was processed. LA Fitness provides members with the option...
to cancel their membership at any location between the hours of 8AM-5PM Monday through Friday, but we strongly advise that member's 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 completed and we have also agreed to a refund back to her [redacted] card on file in the amount of $119.96.
Refunds typically take 5-7 business days to complete. We believe this matter to be resolved.
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 3/11/15 (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 sessions. She further agreed to make 11 more payments, in the amount of $90.00 each, every month, beginning 4/11/15, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of member’s 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 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 ba[redacted] 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 12 months and the voluntary cancelation provision. This Checklist was reviewed with member 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. Thus, under the clear and explicit terms of the Agreement, she is not entitled to a refund or to terminate the agreement and abandon her contractual obligations early without a fee. LA Fitness is willing to reduce the cancellation fee from 50% down to 33% of the remaining agreement ba[redacted]. 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 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.
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 Well I do appreciate that the management did reach out to me and apologize about the poor customer service and offered me another guest passes simply wasn't applicable to my particular situation because as expressed my sisters already currently paying for me to come in as a guest. But I also expressed in the conversation with management I don't see myself attending that LA fitness or any for that matter hopefully the fees that my sister incurred while adding me on her guest pass Can be taken care of if not its really not a big deal at this point
Regards
[redacted]