LA Fitness has been in contact with member regarding her concerns. We processed a refund for the difference of $395.00 and downgraded the remaining term of her personal training agreement from $400.00 down to $135.00 per month.
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
Management spoke to [redacted] regarding the billing of the monthly dues for [redacted] fitness membership. She states she did not authorize the monthly dues billings to be billed to her[redacted] card. With that being said we have agreed to issue a refund in the amount of $64.84 back to the...
[redacted] card on file and an immediate cancellation has been processed. This matter has been resolved. Thank you
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 half of the remaining balance due under the agreement. Her personal training agreement also includes a provision that...
allows her to terminate the agreement early without fee if she changes her permanent residence to a location more than 25 miles from an LA Fitness location. Our records do not reflect that member paid such a fee to terminate her agreement early or that she provided evidence of such a relocation to terminate her agreement early without a fee.
Thus, she continued to be billed in accordance with the terms of her personal training agreement. However, as of the time of this response, member has not made any of the payments owed since 4/2/15 as she 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.
The Postal Service could not locate any tracking information for the receipt number provided, [redacted]. As outlined in our initial response, the remaining term of member's personal training agreement was cancelled with no further billing although we did not receive proof of relocation. However, member is not entitled to a refund of dues paid prior to the effective cancellation on top of the consideration already made.
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 Mr. [redacted] in
11/5/14 regarding the cancellation of is monthly billed membership. Mr. [redacted]
was informed of the proper cancelation procedures. Our records indicate we did
not receive a cancelation notice and therefore Mr. [redacted] continued to be billed.
Although no refund is...
due, we have processed a one month refund in the amount of
$10.70 back to the MasterCard on file. An immediate cancelation has been
processed and no further billing will occur. Refunds take about 5-7 business
days to be refunded. Member is satisfied. Thank you.
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.
Management spoke to [redacted] on 9/1/15 and per his request processed a cancellation and their will be no further billing. Email confirmation was sent to the email address provided. Member is satisfied. Thank you
LA Fitness has been in contact member regarding her concerns and, light of her circumstance, we agreed to reduce the cancellation fee to terminate her agreement early which would currently be $660.00 (50% of the remaining agreement balance) down to $300.00. Member informed...
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]
Refunds were processed to the same accounts used for payments. Member’s last four payments of $200.00 each were made with 2 separate credit cards, $600.00 on a [redacted] ending in [redacted] and $200.00 on a [redacted] card ending in [redacted].
$600.00 was refunded to the [redacted] ending in [redacted] and $100.00 was refunded to the [redacted] card ending in [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]
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 spoke to [redacted] on 3/13/15 regarding his monthly billed membership and his Kids Klub membership. Per his request a cancellation was processed and no further billing will occur. A refund in the amount of $87.74 has been processed back to the [redacted]. Refunds take about 5-7 business...
Management has made several attempts to contact Ms. [redacted]regarding her concerns with the incident that occurred while she was workingout. Our records indicate that her membership is in good standing and we haveaddressed with staff to no longer approach Ms. [redacted] while working out. We believethis...
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 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Management spoke to member with Mandarin translator. Member accepted a six month refund totaling $329.70 and a cancelled membership with expiration date of 11-29-2016. Refunds could take up to 7-10 days to complete and will go back to [redacted] card on file. We believe this matter to be...
LA Fitness contacted member regarding her concerns and we honored her cancellation request retroactive to 1/27/15. Member will receive no further phone calls.
LA Fitness has been in contact with member regarding her concerns. We processed a refund for the difference of $395.00 and downgraded the remaining term of her personal training agreement from $400.00 down to $135.00 per month.
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
Management spoke to [redacted] regarding the billing of the monthly dues for [redacted] fitness membership. She states she did not authorize the monthly dues billings to be billed to her[redacted] card. With that being said we have agreed to issue a refund in the amount of $64.84 back to the...
[redacted] card on file and an immediate cancellation has been processed. This matter has been resolved. Thank you
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 half of the remaining balance due under the agreement. Her personal training agreement also includes a provision that...
allows her to terminate the agreement early without fee if she changes her permanent residence to a location more than 25 miles from an LA Fitness location. Our records do not reflect that member paid such a fee to terminate her agreement early or that she provided evidence of such a relocation to terminate her agreement early without a fee.
Thus, she continued to be billed in accordance with the terms of her personal training agreement. However, as of the time of this response, member has not made any of the payments owed since 4/2/15 as she 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.
The Postal Service could not locate any tracking information for the receipt number provided, [redacted]. As outlined in our initial response, the remaining term of member's personal training agreement was cancelled with no further billing although we did not receive proof of relocation. However, member is not entitled to a refund of dues paid prior to the effective cancellation on top of the consideration already made.
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 Mr. [redacted] in
11/5/14 regarding the cancellation of is monthly billed membership. Mr. [redacted]
was informed of the proper cancelation procedures. Our records indicate we did
not receive a cancelation notice and therefore Mr. [redacted] continued to be billed.
Although no refund is...
due, we have processed a one month refund in the amount of
$10.70 back to the MasterCard on file. An immediate cancelation has been
processed and no further billing will occur. Refunds take about 5-7 business
days to be refunded. Member is satisfied. Thank you.
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.
Management spoke to [redacted] on 9/1/15 and per his request processed a cancellation and their will be no further billing. Email confirmation was sent to the email address provided. Member is satisfied. Thank you
LA Fitness has been in contact member regarding her concerns and, light of her circumstance, we agreed to reduce the cancellation fee to terminate her agreement early which would currently be $660.00 (50% of the remaining agreement balance) down to $300.00. Member informed...
us she would pay the fee on 8/24/15.
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]
Refunds were processed to the same accounts used for payments. Member’s last four payments of $200.00 each were made with 2 separate credit cards, $600.00 on a [redacted] ending in [redacted] and $200.00 on a [redacted] card ending in [redacted].
$600.00 was refunded to the [redacted] ending in [redacted] and $100.00 was refunded to the [redacted] card ending in [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]
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 spoke to [redacted] on 3/13/15 regarding his monthly billed membership and his Kids Klub membership. Per his request a cancellation was processed and no further billing will occur. A refund in the amount of $87.74 has been processed back to the [redacted]. Refunds take about 5-7 business...
days to be refunded. Thank you.
Management has made several attempts to contact Ms. [redacted]regarding her concerns with the incident that occurred while she was workingout. Our records indicate that her membership is in good standing and we haveaddressed with staff to no longer approach Ms. [redacted] while working out. We believethis...
issue to be resolved. 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 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Management spoke to member with Mandarin translator. Member accepted a six month refund totaling $329.70 and a cancelled membership with expiration date of 11-29-2016. Refunds could take up to 7-10 days to complete and will go back to [redacted] card on file. We believe this matter to be...
resolved. Thank you.
LA Fitness contacted member regarding her concerns and we honored her cancellation request retroactive to 1/27/15. Member will receive no further phone calls.