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
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.We were charged the fees for the months of February and March, 2015 although we notified LaFitness of our intention to cancel in January. We were never presented by LA fitness with an agreement or the cancellation notice in compliance with the ** Code Section 624 (by registered or certified mail ) and we were certainly not represented at the time we subscribed for our membership that the initiation fees we paid are non-refundable.Just to set the record straight, LA fitness only called me to try and collect the fees for the month of February,which I disputed. they have already charged us the fees for the month of March, 2015 against our initial payment and initiation fees, although we asked the cancellation should take effect immediately.from our perspective, La fitness acted unreasonablly and we are not even remotely satisfied with their response.
Regards,
[redacted]
As of the time of this response, member has not made any of the payments owed since March and has 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 balances she currently owes on her personal training membership and regular fitness membership. 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. However, she is not entitled to a refund on top of the consideration already made.
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.
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]
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]
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. The business refunded my money and I am satisfied with this solution.
Regards,
[redacted]
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.
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...
Our records reflect that 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 4/20/16 (the “Initial Term”). Member paid a total of $234.00 up front, which included the...
enrollment fee, processing fee and payment for the first month of personal training services. He further agreed to make 11 more payments, in the amount of $135.00 each, every month, for the remainder of the Initial Term.
These terms are clearly outlined on page 1 of the Agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement. His 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. This provision is clearly outlined on page 2 of his Agreement. 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 the initial term of 12 months and the voluntary cancellation provision.
This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature and initials on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response). Thus, under the clear and explicit terms of the Agreement, he is not entitled to a refund or to terminate the Agreement and abandon his contractual obligations (which were very clearly spelled out for him and acknowledged by him) early without a fee. If member no longer wishes to continue with his valid agreement, LA Fitness will honor the voluntary cancellation provision of the agreement should he elect to take advantage of it.
Otherwise, member should be expected to honor his agreement as LA Fitness stands ready to provide the services for which he 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]
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 is the most dishonest answer I have ever read, NO ONE FROM THEIR MANAGEMENT TEAM HAS EVER CALLED, OR ASSUMED RESPONSIBILTY. My great frustration is that I have asked repeatedly for someone in management and they keep giving me the kids in customers. I have explained this issue more than 20 times to in club, on the phone and in letter. Again, this is a simple RESET and CLEAR all the erroreous data out of my acct. So I ask, what was they SUPPOSSEDLY trying to contact me back for as it is not fix as of today August 12, 2015 and this complaint is now over two weeks old. They lied, FIX IT
Regards,
[redacted]
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 balance due under the agreement. This provision is clearly outlined on page 2 of the agreement. In...
addition, her agreement included a New Client Checklist which outlined key terms, including the voluntary cancellation provision.
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). There is no provision in member’s personal training agreement that allows her to terminate the agreement early if she relocates, regardless of how far it may be from an LA Fitness location.
Furthermore, member’s personal training services agreement specifically provided her with a 3-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 to terminate the agreement and abandon her contractual obligations (which were very clearly spelled out for her and acknowledged by her) early without a Termination Fee. It should be noted that our District Vice President had previously been in contact with member regarding her concerns. He offered to reduce the cancellation fee from 50% down to 25% of the remaining agreement balance. Please note that we were not contractually obligated to provide this remedy, but this was offered as a customer service consideration for our member in light of her circumstance.
However, member elected not to take advantage of the offer at that time. If member no longer wishes to continue with her valid agreement, LA Fitness remains willing honor the reduced voluntary cancellation fee 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.
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.
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.
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.
A refund in the amount of $199.00 was processed on 5/19/15. The remaining $100.00 was processed today (refund applied to the same account used for payment). Please allow 5-7 business days for the refund to post to member's 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.I was not informed about terms and conditions at the time of signing on electronic pad. Additionally, there was no screen facing me when I signed. In fact, I was told by one of the trainers that if I do not like the service, cancellation at any time is easy.
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]
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
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.We were charged the fees for the months of February and March, 2015 although we notified LaFitness of our intention to cancel in January. We were never presented by LA fitness with an agreement or the cancellation notice in compliance with the ** Code Section 624 (by registered or certified mail ) and we were certainly not represented at the time we subscribed for our membership that the initiation fees we paid are non-refundable.Just to set the record straight, LA fitness only called me to try and collect the fees for the month of February,which I disputed. they have already charged us the fees for the month of March, 2015 against our initial payment and initiation fees, although we asked the cancellation should take effect immediately.from our perspective, La fitness acted unreasonablly and we are not even remotely satisfied with their response.
Regards,
[redacted]
As of the time of this response, member has not made any of the payments owed since March and has 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 balances she currently owes on her personal training membership and regular fitness membership. 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. However, she is not entitled to a refund on top of the consideration already made.
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.
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]
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]
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. The business refunded my money and I am satisfied with this solution.
Regards,
[redacted]
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.
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.
Our records reflect that 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 4/20/16 (the “Initial Term”). Member paid a total of $234.00 up front, which included the...
enrollment fee, processing fee and payment for the first month of personal training services. He further agreed to make 11 more payments, in the amount of $135.00 each, every month, for the remainder of the Initial Term.
These terms are clearly outlined on page 1 of the Agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement. His 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. This provision is clearly outlined on page 2 of his Agreement. 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 the initial term of 12 months and the voluntary cancellation provision.
This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature and initials on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response). Thus, under the clear and explicit terms of the Agreement, he is not entitled to a refund or to terminate the Agreement and abandon his contractual obligations (which were very clearly spelled out for him and acknowledged by him) early without a fee. If member no longer wishes to continue with his valid agreement, LA Fitness will honor the voluntary cancellation provision of the agreement should he elect to take advantage of it.
Otherwise, member should be expected to honor his agreement as LA Fitness stands ready to provide the services for which he 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]
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 is the most dishonest answer I have ever read, NO ONE FROM THEIR MANAGEMENT TEAM HAS EVER CALLED, OR ASSUMED RESPONSIBILTY. My great frustration is that I have asked repeatedly for someone in management and they keep giving me the kids in customers. I have explained this issue more than 20 times to in club, on the phone and in letter. Again, this is a simple RESET and CLEAR all the erroreous data out of my acct. So I ask, what was they SUPPOSSEDLY trying to contact me back for as it is not fix as of today August 12, 2015 and this complaint is now over two weeks old. They lied, FIX IT
Regards,
[redacted]
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 balance due under the agreement. This provision is clearly outlined on page 2 of the agreement. In...
addition, her agreement included a New Client Checklist which outlined key terms, including the voluntary cancellation provision.
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). There is no provision in member’s personal training agreement that allows her to terminate the agreement early if she relocates, regardless of how far it may be from an LA Fitness location.
Furthermore, member’s personal training services agreement specifically provided her with a 3-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 to terminate the agreement and abandon her contractual obligations (which were very clearly spelled out for her and acknowledged by her) early without a Termination Fee. It should be noted that our District Vice President had previously been in contact with member regarding her concerns. He offered to reduce the cancellation fee from 50% down to 25% of the remaining agreement balance. Please note that we were not contractually obligated to provide this remedy, but this was offered as a customer service consideration for our member in light of her circumstance.
However, member elected not to take advantage of the offer at that time. If member no longer wishes to continue with her valid agreement, LA Fitness remains willing honor the reduced voluntary cancellation fee 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.
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.
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.
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.
A refund in the amount of $199.00 was processed on 5/19/15. The remaining $100.00 was processed today (refund applied to the same account used for payment). Please allow 5-7 business days for the refund to post to member's 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.I was not informed about terms and conditions at the time of signing on electronic pad. Additionally, there was no screen facing me when I signed. In fact, I was told by one of the trainers that if I do not like the service, cancellation at any time is easy.
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]