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.
LA Fitness has charged my husband and I in advance for services they could not provide from January through March, therefore we are entitled to credits for all the sessions we were charged for that we did not receive services as promised. This amount is in excess of $1900 which we are disputing on our [redacted] card. Further, regarding the credits they're mentioning to you, we have not received notice of these credits and when and if we do, it does not cover the full amount due. We've received no replies to the letters we've sent the principles of LA FITNESS. We are happy to have the contracts cancelled but they still owe us money. Once we receive everything they owe us for all the sessions they charged us for in advance, yet received nothing in return, we will be happy to say they've settled this problem to our satisfaction. I'm happy to provide details if this brief reply is not adequate. Please let me know if you need an itemized list of charges we're disputing between January to March.
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.Regards,[redacted] I am disappointed that the core of my complaint was not addressed. Corporate gave me a very generic response to my very detailed complaint concerning outrageous and unprofessional acts by [redacted] a customer service supervisor who canceled/revoked my membership one day after I complained to him over the telephone about very serious customer service issues as well as inaccuracies on the part of LA fitness regarding my membership dues and my mother’s membership dues. He failed to follow up and get back to me as he promised.
[redacted] and LA Fitness never addressed that part of the complaint at all. Instead I received a one size fits all response that did nothing to address my concerns or apologize for the behavior I received. I was not 3 months past due, so I do not believe my membership was automatically canceled. I spoke to [redacted] on 7-7-16 my membership was canceled on 7-8-16. That looks retaliatory to me. Also on 8-5-16 I was informed by a LA Fitness employee that he left very unflattering comments on my file! Add that to the fact that he never followed up with me as promised and my mother’s membership was supposedly 3 months behind as well but her membership was not canceled makes me certain my membership was canceled by [redacted]/ LA Fitness out of retaliation for my complaint.
I am so disappointed that [redacted] did not take the opportunity to address these issues. I also want to point out while I was on the phone with [redacted] he gave me no indication that my membership could or would go into revoke status. Furthermore I have receipts showing that my membership was paid in May. And I only owed for June 28th this would have been promptly paid if [redacted] who supposedly looked over my account very carefully on 7-1-16 had not told me I didn’t owe and my next payment would be on 7-28-16.
[redacted] wants to overlook the fact that [redacted] was incompetent in her job and gave out misinformation which led to a lot of these problems. [redacted] at a totally separate location could not explain my membership fees either. Perhaps that is because LA Fitness regularly overcharges their customers. LA Fitness has a habit of taking cash payments but not properly updating their system!!!!! On 8-5-16 I paid my mother’s membership in the amount of $60.00 yet LA Fitness still sent me an e-mail that night saying we hadn’t paid.
My mother was overcharged in her membership. When I asked [redacted] why she was being charged $60.00 of course she could not explain. When I addressed this in my Better Business complaint [redacted] ignored it completely. LA Fitness and [redacted] completely ignored my request to specifically address [redacted] and the janitor. I felt that it was more prudent to pay what [redacted] what he was demanding rather than go without a membership. He was dragging his heels and refused to address the customer service issues.
However my membership dues are still not correct! I should have not been charged $59.00 or even $29.00. I should have been charged $9.99 for June 28th. That is all I owed. My membership was promptly revoked on 7-8-16 out of retaliation for my complaint to [redacted] so there is no way I should have to pay for July’s or August membership. Even after I paid the amount [redacted] demanded I still received an e-mail saying I hadn’t paid. I paid for both my mother’s membership and mine and updated both credit cards and yet we still got e-mails saying we that we owe memberships!
I verified with the woman at the front desk that we did not owe any more money. So there is obviously a problem with LA Fitness’ system. I also complained about erroneous and untrue comments being removed from my file and my mother’s file. [redacted] ignored that part of the complaint as well. This was a part of my resolution. I do not appreciate that I took this much time to write out such a detailed complaint and my specific issues were not addressed. It makes me wonder did [redacted] and LA Fitness even bother to read my complaint.
I would like to be credited $59.00 which is the amount that was overpaid for both memberships. I would like LA Fitness to reread my complaint and address my issues instead of overlooking them or trying to sweep them under the rug. I have done all that I can do. It is now time for LA fitness to take ownership for overcharging its customer’s a well as take responsibility for its employee’s actions. I want these specific employees who I named in my original complaint reprimanded. I want follow up that LA Fitness has that they have done so.
Sincerely,
[redacted]
Management spoke to [redacted] on 6/4/15 in regards to complaint and confirmed that concern with early sales call would be addressed. Member wassatisfied with confirmation as well as follow up call. We believe this matter to be resolved. Thank you
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 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 written and fully executed agreement. The agreement was for a minimum initial term of 52 weeks, beginning 10/6/14 (the “Initial Term”). She paid a total of $419.00 up front, which included the processing fee and payment for the first...
four weeks of personal training sessions. She further agreed to make 12 more payments, in the amount of $360.00 each, every four weeks, beginning 11/3/14, 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 termsby initialing three separate sections of the payment schedule outlining these terms. Member’s personal training agreement also 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 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 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, member should be expected to honor her per training services 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 below.Yes, I choose to end my contract and paid $540.00 for penalty in order to avoid bad record on my credit. The fact is I don't think it's fair and I told them it's under protest, they just didn't listen to my complain about their fraud action. They promised me that my wife and I can be trained together in the same session with the same trainer without any extra cost. And that's one of the main reasons I signed the contract. This agreement has always been honored for 5+ months until 5/24/2016. They told us we can't be trained together.
We feel like being tricked into the one year contract by their promise, which I think is an action of fraud. That's why I choose to end my contract. I don't think it's fair to charge me for the penalty as I think they cannot breach unilaterally what has been honored and implemented by both parties in the middle of the one year contract. Right now I wan't my money back and even compensation for punitive damages as a result of their fraud action. I will file a law suit against them if they keep ignore my complain.
Regards,[redacted]
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 3/6/15 (the “Initial Term”). Member paid a total of $398.00 up front, which included the enrollment fee, processing...
fee and payment for the first month of personal training sessions. He further agreed to make 11 more payments, in the amount of $200.00 each, every month, beginning 4/6/15, for the remainder of the Initial Term (a copy of the Agreement is included with this response).
Member’s personal training agreement included a provision that allowed him to terminate the agreement early without a fee if he became unable to avail himself of a substantial portion of the services because of disability. Our records do not reflect that member provided evidence verifying such a disability. Thus, member was properly billed in accordance with the terms of the Agreement and is not entitled to a refund. However, as of the time of this response, member has disputed the payments with his bank and defaulted under the Agreement.
Since it is apparent that he now has no intention to fulfill his contractual obligation to the remaining personal training agreement term, we have released him from this obligation to make the remaining payments due under his Agreement. Additionally, LA Fitness will no longer attempt to call or pursue him for the outstanding balance he 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:
They canceled and refunded my account ;) Thank you so much :) I did not know the Revdex.com had so much power, I had been wrestling with them for almost a month and you guys took care of it so quick. I am forever grateful!
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] in regards to his wife's monthly billed fitness membership. They have declined our offer to upgrade at no additional cost to multi club access should they wish to reinstate her membership today. [redacted] declined the offer and will keep the membership cancelled at this time. No further action will be taken. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Clearly one can see the issue I have been having as the Revdex.com complaint was filed 7/9 yet they don't cancel mbership until 7/21 now this demonstrates the ridiculousness I have beeen facing with these crooks the last 2.5 months. They have been scamming people for month or two anytime someone cancels I wish someone would start a class action afasint these [redacted]
Management has made several attempts to contact [redacted] regarding her monthly billed membership. We have yet to receive a return call to discuss her concerns further. to prevent further billing a cancellation has been processed and email confirmation has been sent to the email address on...
file. We encourage her to return our call, no further action will be taken at this time. Thank you
Management spoke to [redacted] regarding the incident that occurred with the General Manager. Unfortunately, [redacted] chose to no longer be a member with LA Fitness and an immediate cancellation was processed. No further billing will occur. A refund in the amount of $106.90 has been refunded back to...
the[redacted] on file. Refunds take about 5-7 business days to be refunded. No further action will be taken. Thank you.
Management spoke to [redacted] on 2/3/15 regarding her concerns with the usage of the pool area during aqua classes. After going over the guidelines we advised her that standard guidelines for usage during aquaclasses have been consistent since club opening. We also ensured her that...
the customer service issue with management has been dressed on how to better handle conversations. Member appreciated the follow up and understands. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to...
me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Our District Vice President contacted [redacted] regarding his concerns related to the cancellation of his Personal Training Agreement. [redacted] acknowledges signing the agreement for Personal Training services but states he thought the terms were month to month and not a contracted...
term.
We have agreed to cancel his training agreement with no additional billing or financial obligation. Please note that we were not contractually obligated to provide this remedy, but this was done as a customer service consideration for our member. We believe this resolves the matter, but please advise if we can be of further assistance.
Management spoke to [redacted] regarding his paid in full yearly membership. We confirmed that the balance has been waived and no further balance is owed. Member is satisfied. Thank you
Our District Manager has attempted to contact member regarding her concerns but she has not returned his call and it should be noted that the Personal Training Director is no longer with the company. 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 5/12/14 (the “Initial Term”). She paid a total of $379.00 up front, which included the enrollment fee and payment for the first four weeks of personal training sessions. She further agreed to make 12 more payments, in the amount of $280.00 each, every four weeks, beginning 6/9/14, 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. 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 outlines the monthly payment obligation, the total paid, and includes a copy of the agreement. The confirming e-mail, which included a copy of her agreement, was sent to the e-mail address member provided on the day she enrolled. In addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of his personal training agreement and the initial term of 52 weeks. 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, New Client Checklist and e-mail confirmation 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 was not entitled to a refund or to terminate the agreement early without a fee. However, As of the time of this response, LA Fitness has not received any of the payments owed by member since the initial payment on 5/12/14. Since it is apparent that she now has no intent of fulfilling her contractual obligation to the remaining personal training agreement term, we have released her from her 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 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. I would like to thank the Member Services team member I spoke with on Tuesday as he was very helpful.
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.
LA Fitness has charged my husband and I in advance for services they could not provide from January through March, therefore we are entitled to credits for all the sessions we were charged for that we did not receive services as promised. This amount is in excess of $1900 which we are disputing on our [redacted] card. Further, regarding the credits they're mentioning to you, we have not received notice of these credits and when and if we do, it does not cover the full amount due. We've received no replies to the letters we've sent the principles of LA FITNESS. We are happy to have the contracts cancelled but they still owe us money. Once we receive everything they owe us for all the sessions they charged us for in advance, yet received nothing in return, we will be happy to say they've settled this problem to our satisfaction. I'm happy to provide details if this brief reply is not adequate. Please let me know if you need an itemized list of charges we're disputing between January to March.
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.Regards,[redacted] I am disappointed that the core of my complaint was not addressed. Corporate gave me a very generic response to my very detailed complaint concerning outrageous and unprofessional acts by [redacted] a customer service supervisor who canceled/revoked my membership one day after I complained to him over the telephone about very serious customer service issues as well as inaccuracies on the part of LA fitness regarding my membership dues and my mother’s membership dues. He failed to follow up and get back to me as he promised.
[redacted] and LA Fitness never addressed that part of the complaint at all. Instead I received a one size fits all response that did nothing to address my concerns or apologize for the behavior I received. I was not 3 months past due, so I do not believe my membership was automatically canceled. I spoke to [redacted] on 7-7-16 my membership was canceled on 7-8-16. That looks retaliatory to me. Also on 8-5-16 I was informed by a LA Fitness employee that he left very unflattering comments on my file! Add that to the fact that he never followed up with me as promised and my mother’s membership was supposedly 3 months behind as well but her membership was not canceled makes me certain my membership was canceled by [redacted]/ LA Fitness out of retaliation for my complaint.
I am so disappointed that [redacted] did not take the opportunity to address these issues. I also want to point out while I was on the phone with [redacted] he gave me no indication that my membership could or would go into revoke status. Furthermore I have receipts showing that my membership was paid in May. And I only owed for June 28th this would have been promptly paid if [redacted] who supposedly looked over my account very carefully on 7-1-16 had not told me I didn’t owe and my next payment would be on 7-28-16.
[redacted] wants to overlook the fact that [redacted] was incompetent in her job and gave out misinformation which led to a lot of these problems. [redacted] at a totally separate location could not explain my membership fees either. Perhaps that is because LA Fitness regularly overcharges their customers. LA Fitness has a habit of taking cash payments but not properly updating their system!!!!! On 8-5-16 I paid my mother’s membership in the amount of $60.00 yet LA Fitness still sent me an e-mail that night saying we hadn’t paid.
My mother was overcharged in her membership. When I asked [redacted] why she was being charged $60.00 of course she could not explain. When I addressed this in my Better Business complaint [redacted] ignored it completely. LA Fitness and [redacted] completely ignored my request to specifically address [redacted] and the janitor. I felt that it was more prudent to pay what [redacted] what he was demanding rather than go without a membership. He was dragging his heels and refused to address the customer service issues.
However my membership dues are still not correct! I should have not been charged $59.00 or even $29.00. I should have been charged $9.99 for June 28th. That is all I owed. My membership was promptly revoked on 7-8-16 out of retaliation for my complaint to [redacted] so there is no way I should have to pay for July’s or August membership. Even after I paid the amount [redacted] demanded I still received an e-mail saying I hadn’t paid. I paid for both my mother’s membership and mine and updated both credit cards and yet we still got e-mails saying we that we owe memberships!
I verified with the woman at the front desk that we did not owe any more money. So there is obviously a problem with LA Fitness’ system. I also complained about erroneous and untrue comments being removed from my file and my mother’s file. [redacted] ignored that part of the complaint as well. This was a part of my resolution. I do not appreciate that I took this much time to write out such a detailed complaint and my specific issues were not addressed. It makes me wonder did [redacted] and LA Fitness even bother to read my complaint.
I would like to be credited $59.00 which is the amount that was overpaid for both memberships. I would like LA Fitness to reread my complaint and address my issues instead of overlooking them or trying to sweep them under the rug. I have done all that I can do. It is now time for LA fitness to take ownership for overcharging its customer’s a well as take responsibility for its employee’s actions. I want these specific employees who I named in my original complaint reprimanded. I want follow up that LA Fitness has that they have done so.
Sincerely,
[redacted]
Management spoke to [redacted] on 6/4/15 in regards to complaint and confirmed that concern with early sales call would be addressed. Member wassatisfied with confirmation as well as follow up call. We believe this matter to be resolved. Thank you
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 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 written and fully executed agreement. The agreement was for a minimum initial term of 52 weeks, beginning 10/6/14 (the “Initial Term”). She paid a total of $419.00 up front, which included the processing fee and payment for the first...
four weeks of personal training sessions. She further agreed to make 12 more payments, in the amount of $360.00 each, every four weeks, beginning 11/3/14, 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 termsby initialing three separate sections of the payment schedule outlining these terms. Member’s personal training agreement also 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 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 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, member should be expected to honor her per training services 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 below.Yes, I choose to end my contract and paid $540.00 for penalty in order to avoid bad record on my credit. The fact is I don't think it's fair and I told them it's under protest, they just didn't listen to my complain about their fraud action. They promised me that my wife and I can be trained together in the same session with the same trainer without any extra cost. And that's one of the main reasons I signed the contract. This agreement has always been honored for 5+ months until 5/24/2016. They told us we can't be trained together.
We feel like being tricked into the one year contract by their promise, which I think is an action of fraud. That's why I choose to end my contract. I don't think it's fair to charge me for the penalty as I think they cannot breach unilaterally what has been honored and implemented by both parties in the middle of the one year contract. Right now I wan't my money back and even compensation for punitive damages as a result of their fraud action. I will file a law suit against them if they keep ignore my complain.
Regards,[redacted]
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 3/6/15 (the “Initial Term”). Member paid a total of $398.00 up front, which included the enrollment fee, processing...
fee and payment for the first month of personal training sessions. He further agreed to make 11 more payments, in the amount of $200.00 each, every month, beginning 4/6/15, for the remainder of the Initial Term (a copy of the Agreement is included with this response).
Member’s personal training agreement included a provision that allowed him to terminate the agreement early without a fee if he became unable to avail himself of a substantial portion of the services because of disability. Our records do not reflect that member provided evidence verifying such a disability. Thus, member was properly billed in accordance with the terms of the Agreement and is not entitled to a refund. However, as of the time of this response, member has disputed the payments with his bank and defaulted under the Agreement.
Since it is apparent that he now has no intention to fulfill his contractual obligation to the remaining personal training agreement term, we have released him from this obligation to make the remaining payments due under his Agreement. Additionally, LA Fitness will no longer attempt to call or pursue him for the outstanding balance he 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:
They canceled and refunded my account ;) Thank you so much :) I did not know the Revdex.com had so much power, I had been wrestling with them for almost a month and you guys took care of it so quick. I am forever grateful!
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] in regards to his wife's monthly billed fitness membership. They have declined our offer to upgrade at no additional cost to multi club access should they wish to reinstate her membership today. [redacted] declined the offer and will keep the membership cancelled at this time. No further action will be taken. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Clearly one can see the issue I have been having as the Revdex.com complaint was filed 7/9 yet they don't cancel mbership until 7/21 now this demonstrates the ridiculousness I have beeen facing with these crooks the last 2.5 months. They have been scamming people for month or two anytime someone cancels I wish someone would start a class action afasint these [redacted]
Management has made several attempts to contact [redacted] regarding her monthly billed membership. We have yet to receive a return call to discuss her concerns further. to prevent further billing a cancellation has been processed and email confirmation has been sent to the email address on...
file. We encourage her to return our call, no further action will be taken at this time. Thank you
Management spoke to [redacted] regarding the incident that occurred with the General Manager. Unfortunately, [redacted] chose to no longer be a member with LA Fitness and an immediate cancellation was processed. No further billing will occur. A refund in the amount of $106.90 has been refunded back to...
the[redacted] on file. Refunds take about 5-7 business days to be refunded. No further action will be taken. Thank you.
Management spoke to [redacted] on 2/3/15 regarding her concerns with the usage of the pool area during aqua classes. After going over the guidelines we advised her that standard guidelines for usage during aquaclasses have been consistent since club opening. We also ensured her that...
the customer service issue with management has been dressed on how to better handle conversations. Member appreciated the follow up and understands. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to...
me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Our District Vice President contacted [redacted] regarding his concerns related to the cancellation of his Personal Training Agreement. [redacted] acknowledges signing the agreement for Personal Training services but states he thought the terms were month to month and not a contracted...
term.
We have agreed to cancel his training agreement with no additional billing or financial obligation. Please note that we were not contractually obligated to provide this remedy, but this was done as a customer service consideration for our member. We believe this resolves the matter, but please advise if we can be of further assistance.
Management spoke to [redacted] regarding his paid in full yearly membership. We confirmed that the balance has been waived and no further balance is owed. Member is satisfied. Thank you
Member's remaining 13 sessions are available for him to utilize
Our District Manager has attempted to contact member regarding her concerns but she has not returned his call and it should be noted that the Personal Training Director is no longer with the company. 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 5/12/14 (the “Initial Term”). She paid a total of $379.00 up front, which included the enrollment fee and payment for the first four weeks of personal training sessions. She further agreed to make 12 more payments, in the amount of $280.00 each, every four weeks, beginning 6/9/14, 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. 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 outlines the monthly payment obligation, the total paid, and includes a copy of the agreement. The confirming e-mail, which included a copy of her agreement, was sent to the e-mail address member provided on the day she enrolled. In addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of his personal training agreement and the initial term of 52 weeks. 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, New Client Checklist and e-mail confirmation 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 was not entitled to a refund or to terminate the agreement early without a fee. However, As of the time of this response, LA Fitness has not received any of the payments owed by member since the initial payment on 5/12/14. Since it is apparent that she now has no intent of fulfilling her contractual obligation to the remaining personal training agreement term, we have released her from her 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 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. I would like to thank the Member Services team member I spoke with on Tuesday as he was very helpful.
Regards,
[redacted]