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.
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.
We apologize for the experience [redacted] had and we do not condone such behavior. Management will address this concern with staff involved. No further action will be taken.
Management contacted [redacted] regarding his additional concerns with the [redacted] location. His request for a monthly dues reduction is not warranted and has been denied. No further action will be taken. Thank you
Management has made several attempts to contact [redacted] [redacted] regarding her monthly billed membership. We encourage her to return ourcall to discuss her concerns further. Thank you.
Management spoke with Ms. [redacted] regarding her concerns. We agreed to cancel her monthly dues membership and processed a full refund in the amount of $148.98. Refunds typically could take up to 7-10 business days to complete and will go back to the [redacted] Card on file. We believe this matter to be...
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 52 weeks, beginning 7/10/14 (the “Initial Term”). He paid a total of $259.00 up front, which included the enrollment fee, processing fee and payment for the first four weeks of sessions. He further agreed to make 12 more payments, in the amount of $160.00, every four weeks, beginning 8/7/14. These terms are clearly outlined on page 1 of member’s agreement and he acknowledged his understanding of these billing terms by signing the three separate sections outlining the payment schedule. His personal training agreement 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. His agreement also explains that, if he has any “Additional Sessions” identified on page 1, those sessions are provided based on his commitment to complete the full Initial Term. If he does not complete the Initial Term, any such sessions utilized are applied as paid sessions against his remaining session balance. These provisions are clearly outlined on page 2 of his agreement. It is LA Fitness’ policy and practice to provide our members with a complete copy of their agreement at the time of enrollment. It is also our standard practice to send a confirming e-mail which includes a copy of the agreement. The confirming e-mail, which included a copy of his agreement, was sent to the e-mail address member provided on the day he enrolled. 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, the initial term of 52 weeks, the voluntary cancellation provision and the “Additional Sessions” policy. 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, new Client Checklist and confirming e-mail are included with this response). Member’s personal training services agreement specifically provided him with a 10-day right to cancel immediately after the purchase if these terms did not match his understanding (or for any reason) for a full refund. However, he did not take advantage of this option within the rescission period. Thus, he was not entitled to terminate the agreement early without a fee. Member elected to take advantage of the voluntary cancellation provision, he paid the cancellation fee on 1/6/15 and the remaining term of his agreement was cancelled accordingly. Member is not entitled to a refund of the fee he voluntarily paid to terminate his agreement early.
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.
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 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
Management contacted [redacted] regarding the cancellation of her monthly billed fitness memberships. She claims to have cancelled several times and had unsuccessful attempts obtaining our cancellation form online as well. No such cancellation request was received and therefore resulted in her...
monthly dues being billed. LA Fitness provides members with the option to cancel their membership at any location between the hours of 8AM-5PM Monday thru 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. With that being said, due to [redacted] several attempts to cancel we have processed an immediate cancellation per her request and as a courtesy, issued a refund in the amount of $72.00 back to the [redacted] card on file. Refunds take about 5-7 business days to be refunded back. 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]
Member purchased personal training services pursuant to a signed, written agreement. The agreement was for a minimum of 52 weeks, beginning 9/5/14 (the “Initial Term”). She paid a total of $210.00 up front which included the processing fee and the first four weeks of sessions. She...
further agreed to make 12 more payments, in the amount of $160.00, every four weeks, beginning 10/3/14, for the remainder of the initial term. 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 outlining these terms. 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 half 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 a refund or to terminate the agreement early without a fee. LA Fitness will honor the voluntary cancellation provision of member’s 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.
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 District Vice President attempted contacting member regarding his concerns but his call has not been returned. Our records reflect that member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 52 weeks,...
beginning 10/2/14 (the “Initial Term”). He agreed to pay a total of $479.00 up front, which included the processing fee and payment for the first four weeks of personal training sessions. He further agreed to make 12 more payments, in the amount of $420.00 each, every four weeks, beginning 10/2/14, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of his agreement and he acknowledged his 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 him 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 his agreement. Member also understands that he is purchasing personal training services but not the services of any specific individual trainer and he may be assigned to several different trainers during the course of his program. 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, the initial term of 52 weeks, the voluntary cancelation provision and that he did not purchase training for any specific trainer. 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). His personal training services agreement specifically provided him with a 10-day right to cancel if these terms did not match his understanding (or for any reason) for a full refund. However, he did not take advantage of this option within the rescission period. Thus, he is not entitled to a refund or to terminate the agreement early without a fee. Nevertheless, we cancelled the remaining term of his personal training agreement with no further billing or obligation and processed a refund in the amount of $420.00 (refund applied to the same account used for payment). We were not contractually obligated to do so but this was done as a customer service consideration for our member.
LA Fitness processed a refund in the amount of $400.00 (refund applied to the same account used for payment). Please allow 5-7 business days for the refund to post to the account.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.There has not been multiple attempts to contact me. I did receive my money but it took 2 weeks for that to happen. Management at the Keller LA Fitness showed not concern about the money that was charged to my account and had no explanation as to why I was charged twice to equal almost 600 dollars in a matter of 3 days. Although I have received my refund and I will not be returning to LA Fitness ever. And corporate should really think about hiring some management that show interest in the satisfaction of their customers and fixing the problems that arise as soon as possible. If the issue would have been taken care of with urgency and care for the problems it caused me you probably would not have lost a customer. I never received a phone call in regards to this complaint.
Regards,
[redacted]
Management attempted to contact Ms. [redacted] regarding her refund but someone picked up the phone and ended the call. As a courtesy, we processed a cancellation with a full refund. On September 14, 2017 a refund was processed in the amount of $171.34 back to the Visa Card which could take up to 5-7 business days (refund applied to the same account used for payment). Ms. [redacted] did not pay in form of cash, so a check will not be issued unless her bank rejects the refund we applied to her Visa Card. We believe that we have taken the necessary steps to resolve this matter. Thank you.
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.
Our position has not changed. Member’s concerns were addressed in our initial response. Our District Vice President was simply contacting member to reiterate our response and inform him of his voluntary cancellation option should he elect to take advantage of it.
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.
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.
We apologize for the experience [redacted] had and we do not condone such behavior. Management will address this concern with staff involved. No further action will be taken.
Management contacted [redacted] regarding his additional concerns with the [redacted] location. His request for a monthly dues reduction is not warranted and has been denied. No further action will be taken. Thank you
Management has made several attempts to contact [redacted] [redacted] regarding her monthly billed membership. We encourage her to return ourcall to discuss her concerns further. Thank you.
Management spoke with Ms. [redacted] regarding her concerns. We agreed to cancel her monthly dues membership and processed a full refund in the amount of $148.98. Refunds typically could take up to 7-10 business days to complete and will go back to the [redacted] Card on file. 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 52 weeks, beginning 7/10/14 (the “Initial Term”). He paid a total of $259.00 up front, which included the enrollment fee, processing fee and payment for the first four weeks of sessions. He further agreed to make 12 more payments, in the amount of $160.00, every four weeks, beginning 8/7/14. These terms are clearly outlined on page 1 of member’s agreement and he acknowledged his understanding of these billing terms by signing the three separate sections outlining the payment schedule. His personal training agreement 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. His agreement also explains that, if he has any “Additional Sessions” identified on page 1, those sessions are provided based on his commitment to complete the full Initial Term. If he does not complete the Initial Term, any such sessions utilized are applied as paid sessions against his remaining session balance. These provisions are clearly outlined on page 2 of his agreement. It is LA Fitness’ policy and practice to provide our members with a complete copy of their agreement at the time of enrollment. It is also our standard practice to send a confirming e-mail which includes a copy of the agreement. The confirming e-mail, which included a copy of his agreement, was sent to the e-mail address member provided on the day he enrolled. 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, the initial term of 52 weeks, the voluntary cancellation provision and the “Additional Sessions” policy. 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, new Client Checklist and confirming e-mail are included with this response). Member’s personal training services agreement specifically provided him with a 10-day right to cancel immediately after the purchase if these terms did not match his understanding (or for any reason) for a full refund. However, he did not take advantage of this option within the rescission period. Thus, he was not entitled to terminate the agreement early without a fee. Member elected to take advantage of the voluntary cancellation provision, he paid the cancellation fee on 1/6/15 and the remaining term of his agreement was cancelled accordingly. Member is not entitled to a refund of the fee he voluntarily paid to terminate his agreement early.
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.
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 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
Management contacted [redacted] regarding the cancellation of her monthly billed fitness memberships. She claims to have cancelled several times and had unsuccessful attempts obtaining our cancellation form online as well. No such cancellation request was received and therefore resulted in her...
monthly dues being billed. LA Fitness provides members with the option to cancel their membership at any location between the hours of 8AM-5PM Monday thru 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. With that being said, due to [redacted] several attempts to cancel we have processed an immediate cancellation per her request and as a courtesy, issued a refund in the amount of $72.00 back to the [redacted] card on file. Refunds take about 5-7 business days to be refunded back. 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]
Member purchased personal training services pursuant to a signed, written agreement. The agreement was for a minimum of 52 weeks, beginning 9/5/14 (the “Initial Term”). She paid a total of $210.00 up front which included the processing fee and the first four weeks of sessions. She...
further agreed to make 12 more payments, in the amount of $160.00, every four weeks, beginning 10/3/14, for the remainder of the initial term. 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 outlining these terms. 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 half 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 a refund or to terminate the agreement early without a fee. LA Fitness will honor the voluntary cancellation provision of member’s 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.
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 District Vice President attempted contacting member regarding his concerns but his call has not been returned. Our records reflect that member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 52 weeks,...
beginning 10/2/14 (the “Initial Term”). He agreed to pay a total of $479.00 up front, which included the processing fee and payment for the first four weeks of personal training sessions. He further agreed to make 12 more payments, in the amount of $420.00 each, every four weeks, beginning 10/2/14, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of his agreement and he acknowledged his 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 him 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 his agreement. Member also understands that he is purchasing personal training services but not the services of any specific individual trainer and he may be assigned to several different trainers during the course of his program. 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, the initial term of 52 weeks, the voluntary cancelation provision and that he did not purchase training for any specific trainer. 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). His personal training services agreement specifically provided him with a 10-day right to cancel if these terms did not match his understanding (or for any reason) for a full refund. However, he did not take advantage of this option within the rescission period. Thus, he is not entitled to a refund or to terminate the agreement early without a fee. Nevertheless, we cancelled the remaining term of his personal training agreement with no further billing or obligation and processed a refund in the amount of $420.00 (refund applied to the same account used for payment). We were not contractually obligated to do so but this was done as a customer service consideration for our member.
LA Fitness processed a refund in the amount of $400.00 (refund applied to the same account used for payment). Please allow 5-7 business days for the refund to post to the account.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.There has not been multiple attempts to contact me. I did receive my money but it took 2 weeks for that to happen. Management at the Keller LA Fitness showed not concern about the money that was charged to my account and had no explanation as to why I was charged twice to equal almost 600 dollars in a matter of 3 days. Although I have received my refund and I will not be returning to LA Fitness ever. And corporate should really think about hiring some management that show interest in the satisfaction of their customers and fixing the problems that arise as soon as possible. If the issue would have been taken care of with urgency and care for the problems it caused me you probably would not have lost a customer. I never received a phone call in regards to this complaint.
Regards,
[redacted]
Management attempted to contact Ms. [redacted] regarding her refund but someone picked up the phone and ended the call. As a courtesy, we processed a cancellation with a full refund. On September 14, 2017 a refund was processed in the amount of $171.34 back to the Visa Card which could take up to 5-7 business days (refund applied to the same account used for payment). Ms. [redacted] did not pay in form of cash, so a check will not be issued unless her bank rejects the refund we applied to her Visa Card. We believe that we have taken the necessary steps to resolve this matter. Thank you.
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.
Our position has not changed. Member’s concerns were addressed in our initial response. Our District Vice President was simply contacting member to reiterate our response and inform him of his voluntary cancellation option should he elect to take advantage of it.