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...
Member’s claim is not consistent with the clear and conspicuous language in the training agreement she signed which states very clearly, in a section entitled the "Initial Term Acknowledgement" on page 1, that "unless cancelled", the agreement continues on the same 4-week billing cycle after the...
Initial Term until notice of cancellation is provided.
Additionally, this term is outlined again in the New Client Checklist which is provided with a copy of the membership agreement to her. Member again acknowledged in writing her understanding of this provision by signing the New Client Checklist as well (copies of the agreement and New Client Checklist are included with this response). As such, it was member’s obligation to notify us that she did not want to continue with her membership. It was not until 12/8/14 that member notified LA Fitness of her intent to cancel. At that time, LA Fitness did immediately cancel her personal training agreement with no further billing. However, member is not entitled to a refund of dues prior to her cancellation request.
Management spoke to [redacted] regarding the misunderstanding that occurred at the time of joining. We apologize for the misunderstanding and agreed to refund $264.05 back to the [redacted] card due to overbilling. Refunds take about 5-7 business days to be refunded. Member is satisfied. Thank you
Mangement spoke to Mr. [redacted] on 10/6/14 regarding the
cancellation of his membership and Taylor Reaus membership. A cancellation was
processed for both memberships and no further billing will occur. A refund in
the amount of one month for each membership has been processed with a total
amount of...
$42.70 back to the MasterCard. Refunds take about 5-7 business days
to be refunded back. Members are satisfied. Thank You.
As of the time of this response, member has disputed the payments with her bank and defaulted on the agreement term. Since it is apparent that she now has no intention to fulfill her contractual obligation to the remaining personal training agreement term, we have released her from this obligation to make the remaining payments due under her agreement. Additionally, LA Fitness will not pursue her for the outstanding balance she currently owes. Please note that we are not contractually obligated to provide this remedy, but this is being done as a customer service consideration for our member.
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.
Ms. [redacted],I attempted to respond today to the message below regarding my complaint (#[redacted]), but found the link to the Revdex.com page expired. I called the 800 number listed in the below email and was told to follow up with you.I received a call from and spoke to [redacted], the district operations manager at LAFitness regarding my complaint. We spoke at length and in great detail. I believe she understood my complaint, and assured me that she would instruct staff to not point the scanner at members when signing into the club. I told her I would be returning to the my local club, prepared to cover my face if that was not the case. I intended to return to the club. I have found, however, that the incident was so traumatic that I have not been able to return. A friend of mine visited the club late last month and told me that she witnessed the scanner being pointed at member's faces. I would therefore like to cancel my membership, and request a refund.Regards,[redacted]
We had 5 trainers at that time that member enrolled. One of the trainers that she was working with had some unexpected, serious health issues and had to take some time off to get treatment. The Personal Training Director contacted all the trainer’s clients to reschedule them with another personal trainer in the interim. We apologize for any inconvenience or lack of availability this may have caused. However, the circumstance does not warrant a cancellation of the remaining agreement term without a fee. It should also be noted that we offered to add a couple of bonus session at no additional cost for the inconvenience. Nevertheless, as we outlined in our initial response, should member still elect to terminate her agreement early, we will honor the voluntary cancellation provision of the agreement should member elect to take advantage of it. Otherwise, member should be expected to honor hew agreement as LA Fitness stands ready to provide the services for which she contracted.
Management has made several attempts to contact [redacted] regarding his monthly billed membership. We have yet to receive a return call and encourage him to do so to discuss his concerns further. 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.
We are not going to accept their response and realize that this company is a joke and does not value their customers or strive to provide good customer service. We have tried to reach out to the trainer we initially we were working with and we are no longer receiving calls back. Our membership with the gym ends tomorrow so we will no longer be able to use the sessions that the company has charged us for and then refused to deliver on.
I hope that in the future you do not treat your customers this way and that you teach your employees not to make promises that they cannot keep. We were told we could cancel when we chose to do it, we were offered a partial refund, and then that offer was taken back. To me, that is not right, and I cannot be involved with a company that thinks it is. Regards,[redacted]
A refund was processed on 6/18/15 in the amount of 322.81 back to the checking account on file. refunds take about 5-7 business days to be refunded back. We believe this matter to be resolved. Thank you.
Management made several attempts to contact [redacted] regarding his concerns with the cancellation of his monthly dues membership. 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. [redacted] states that he attempted to cancel on Saturday, when an Operations Manager is not scheduled and therefore unable to assist with in person cancellations.
As a courtesy, a cancellation was processed on September, 22 2016 with no further monthly billing. Should [redacted] need additional assistance we encourage him to return our calls. Thank you.
Management spoke to [redacted] on 10/15/14 regarding the charges for her monthly billed membership. After explaining the charges and what is owed, an overpayment in the amount of 18.90 is currently on her membership
as a credit which will be applied towards the monthly dues for October....
Member understands the charges and has agreed to leave the overpayment as a credit.
Member is satisfied.
Management contacted Mr. [redacted] regarding his concerns with the cancellation of his monthly dues membership and the amount of calls 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] feels the phone...
calls were excessive. 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 9/15/2017 and the balance of $30.36 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.
Management has been in communication with Mr. [redacted] through both email and telephone regarding his concerns. With the help of Mr. [redacted]’ financial institution, we were able to determine that the charges he is referring to were from Mrs. [redacted]’ [redacted] being billed for her monthly dues membership. Mr. [redacted] claims that a previous request was made to cancel his wife’s membership, however there is no history of receipt of such a cancellation request. Thus, under the terms of her membership agreement, she continued to be billed monthly for her membership to the payment information she provided. A refund is simply not warranted in this case. At the request of Mr. [redacted], a courtesy was processed to complete the cancellation of Mrs. [redacted]’ membership on 2/13/2017. Based on our communications, all the memberships Mr. [redacted] requested a cancelation for have been processed with no further billing. We believe this to be a fair and reasonable resolution to this issue. Thank you.
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.
This response demonstrates the thoroughness of this business' apathy on unsafe practices. Despite their claims, this business has not once attempted to contact us.
Regards,
[redacted]
LA Fitness cancelled the remaining term of member’s personal training agreement with no further billing or obligation. To date, member has paid the following:
9/8/15 - $394.96 (8 sessions at a rate of $43.12 + $50.00 processing fee)
10/8/15 - $344.96 (8 sessions at a rate of $43.12)
11/8/15 - $344.96 (8 sessions at a rate of $43.12)
2/7/16 - $344.96 (8 sessions at a rate of $43.12)
A total of $1,429.84 for 32 sessions. Member used 20 sessions. We offered to refund the remaining 12 sessions ($517.44) as well as the $50.00 processing fee for a total refund of $567.44. However, member declined the refund, demanding twice the amount. LA Fitness remains willing honor a refund in the amount of $567.44 should member elect to take advantage of it. Otherwise, a refund for twice that amount will not processed as we believe the amount to be unreasonable.
Management spoke with Ms. [redacted] regarding her concerns. Management addressed the sales staff regarding this issue. As a courtesy, we agreed to cancel both memberships and Management also agreed to contact Ms. [redacted] in 30 days to revisit a future membership. We believe this matter to be...
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.
Here is my customer #[redacted]
Regards,
[redacted]
our previous response still stands. The number that has been provided is not accepting calls. We encourage [redacted] to contact her home club to discuss her concerns further. Thank you
Member met with our Personal Training Director ([redacted]) and Assistant Personal Training Director ([redacted]) regarding his concerns. They reviewed the terms of the personal training agreement once again, which member acknowledged his understanding of, and he will continue with the personal training...
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 claim is not consistent with the clear and conspicuous language in the training agreement she signed which states very clearly, in a section entitled the "Initial Term Acknowledgement" on page 1, that "unless cancelled", the agreement continues on the same 4-week billing cycle after the...
Initial Term until notice of cancellation is provided.
Additionally, this term is outlined again in the New Client Checklist which is provided with a copy of the membership agreement to her. Member again acknowledged in writing her understanding of this provision by signing the New Client Checklist as well (copies of the agreement and New Client Checklist are included with this response). As such, it was member’s obligation to notify us that she did not want to continue with her membership. It was not until 12/8/14 that member notified LA Fitness of her intent to cancel. At that time, LA Fitness did immediately cancel her personal training agreement with no further billing. However, member is not entitled to a refund of dues prior to her cancellation request.
Management spoke to [redacted] regarding the misunderstanding that occurred at the time of joining. We apologize for the misunderstanding and agreed to refund $264.05 back to the [redacted] card due to overbilling. Refunds take about 5-7 business days to be refunded. Member is satisfied. Thank you
Mangement spoke to Mr. [redacted] on 10/6/14 regarding the
cancellation of his membership and Taylor Reaus membership. A cancellation was
processed for both memberships and no further billing will occur. A refund in
the amount of one month for each membership has been processed with a total
amount of...
$42.70 back to the MasterCard. Refunds take about 5-7 business days
to be refunded back. Members are satisfied. Thank You.
As of the time of this response, member has disputed the payments with her bank and defaulted on the agreement term. Since it is apparent that she now has no intention to fulfill her contractual obligation to the remaining personal training agreement term, we have released her from this obligation to make the remaining payments due under her agreement. Additionally, LA Fitness will not pursue her for the outstanding balance she currently owes. Please note that we are not contractually obligated to provide this remedy, but this is being done as a customer service consideration for our member.
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.
Ms. [redacted],I attempted to respond today to the message below regarding my complaint (#[redacted]), but found the link to the Revdex.com page expired. I called the 800 number listed in the below email and was told to follow up with you.I received a call from and spoke to [redacted], the district operations manager at LAFitness regarding my complaint. We spoke at length and in great detail. I believe she understood my complaint, and assured me that she would instruct staff to not point the scanner at members when signing into the club. I told her I would be returning to the my local club, prepared to cover my face if that was not the case. I intended to return to the club. I have found, however, that the incident was so traumatic that I have not been able to return. A friend of mine visited the club late last month and told me that she witnessed the scanner being pointed at member's faces. I would therefore like to cancel my membership, and request a refund.Regards,[redacted]
We had 5 trainers at that time that member enrolled. One of the trainers that she was working with had some unexpected, serious health issues and had to take some time off to get treatment. The Personal Training Director contacted all the trainer’s clients to reschedule them with another personal trainer in the interim. We apologize for any inconvenience or lack of availability this may have caused. However, the circumstance does not warrant a cancellation of the remaining agreement term without a fee. It should also be noted that we offered to add a couple of bonus session at no additional cost for the inconvenience. Nevertheless, as we outlined in our initial response, should member still elect to terminate her agreement early, we will honor the voluntary cancellation provision of the agreement should member elect to take advantage of it. Otherwise, member should be expected to honor hew agreement as LA Fitness stands ready to provide the services for which she contracted.
Management has made several attempts to contact [redacted] regarding his monthly billed membership. We have yet to receive a return call and encourage him to do so to discuss his concerns further. 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.
We are not going to accept their response and realize that this company is a joke and does not value their customers or strive to provide good customer service. We have tried to reach out to the trainer we initially we were working with and we are no longer receiving calls back. Our membership with the gym ends tomorrow so we will no longer be able to use the sessions that the company has charged us for and then refused to deliver on.
I hope that in the future you do not treat your customers this way and that you teach your employees not to make promises that they cannot keep. We were told we could cancel when we chose to do it, we were offered a partial refund, and then that offer was taken back. To me, that is not right, and I cannot be involved with a company that thinks it is. Regards,[redacted]
A refund was processed on 6/18/15 in the amount of 322.81 back to the checking account on file. refunds take about 5-7 business days to be refunded back. We believe this matter to be resolved. Thank you.
Management made several attempts to contact [redacted] regarding his concerns with the cancellation of his monthly dues membership. 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. [redacted] states that he attempted to cancel on Saturday, when an Operations Manager is not scheduled and therefore unable to assist with in person cancellations.
As a courtesy, a cancellation was processed on September, 22 2016 with no further monthly billing. Should [redacted] need additional assistance we encourage him to return our calls. Thank you.
Management spoke to [redacted] on 10/15/14 regarding the charges for her monthly billed membership. After explaining the charges and what is owed, an overpayment in the amount of 18.90 is currently on her membership
as a credit which will be applied towards the monthly dues for October....
Member understands the charges and has agreed to leave the overpayment as a credit.
Member is satisfied.
Management contacted Mr. [redacted] regarding his concerns with the cancellation of his monthly dues membership and the amount of calls 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] feels the phone...
calls were excessive. 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 9/15/2017 and the balance of $30.36 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.
Management has been in communication with Mr. [redacted] through both email and telephone regarding his concerns. With the help of Mr. [redacted]’ financial institution, we were able to determine that the charges he is referring to were from Mrs. [redacted]’ [redacted] being billed for her monthly dues membership. Mr. [redacted] claims that a previous request was made to cancel his wife’s membership, however there is no history of receipt of such a cancellation request. Thus, under the terms of her membership agreement, she continued to be billed monthly for her membership to the payment information she provided. A refund is simply not warranted in this case. At the request of Mr. [redacted], a courtesy was processed to complete the cancellation of Mrs. [redacted]’ membership on 2/13/2017. Based on our communications, all the memberships Mr. [redacted] requested a cancelation for have been processed with no further billing. We believe this to be a fair and reasonable resolution to this issue. 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.
This response demonstrates the thoroughness of this business' apathy on unsafe practices. Despite their claims, this business has not once attempted to contact us.
Regards,
[redacted]
LA Fitness cancelled the remaining term of member’s personal training agreement with no further billing or obligation. To date, member has paid the following:
9/8/15 - $394.96 (8 sessions at a rate of $43.12 + $50.00 processing fee)
10/8/15 - $344.96 (8 sessions at a rate of $43.12)
11/8/15 - $344.96 (8 sessions at a rate of $43.12)
2/7/16 - $344.96 (8 sessions at a rate of $43.12)
A total of $1,429.84 for 32 sessions. Member used 20 sessions. We offered to refund the remaining 12 sessions ($517.44) as well as the $50.00 processing fee for a total refund of $567.44. However, member declined the refund, demanding twice the amount. LA Fitness remains willing honor a refund in the amount of $567.44 should member elect to take advantage of it. Otherwise, a refund for twice that amount will not processed as we believe the amount to be unreasonable.
Management spoke with Ms. [redacted] regarding her concerns. Management addressed the sales staff regarding this issue. As a courtesy, we agreed to cancel both memberships and Management also agreed to contact Ms. [redacted] in 30 days to revisit a future membership. 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.
Here is my customer #[redacted]
Regards,
[redacted]
our previous response still stands. The number that has been provided is not accepting calls. We encourage [redacted] to contact her home club to discuss her concerns further. Thank you
Member met with our Personal Training Director ([redacted]) and Assistant Personal Training Director ([redacted]) regarding his concerns. They reviewed the terms of the personal training agreement once again, which member acknowledged his understanding of, and he will continue with the personal training...
program.