Per [redacted] request we have upgraded his monthly billed membership to include Signature access as well as multi state access at no charge. We apologize for any miscommunication that may have occurred
at the time of joining. LA Fitness strives to provide the best rates possible for our customers to suit their needs. We believe this issue to be resolved.
Thank you.
Revdex.com:
I was not provided acceptable opportunities to cancel. I came in during business hours and was turned away. It is a unacceptable policy, and I generally reject it.
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]
Management reviewed the health department inspection report with Mr. [redacted]. Mr. [redacted] was completely inappropriate on the phone. Management ended the call after members inappropriate behavior. Mr. [redacted] is declining on a three month refund offered by District Operations Manager and will only accept a full refund. Mr. [redacted] is not entitled to a full refund. We believe that we have taken the necessary steps to resolve this matter. No further action will be taken. Thank you.
Management spoke to [redacted] regarding his complaint. We are not honoring [redacted] request of a three year refund. Management as a courtesy, offered to refund six months of dues and to push out [redacted] monthly dues date by six months. No further action will be taken. Thank you.
LA Fitness cancelled the remaining term of member's personal training agreement and processed a refund in the amount of $280.00 (refund applied to the same account used for payment).
Management contacted Ms. [redacted] regarding her concerns with an adjustment to the billing date on her monthly dues membership. Based on that conversation, we understand that the request to change the original billing date from the 22nd to the 1st of every month was not completed during the sign up...
process. Thus, based on the date of sign up, the billing date was listed as the 22nd of every month. The billing date has been adjusted to the 1st of every month and we apologize for any inconvenience this may have caused. As a courtesy, the prorated fee to complete the billing date change was waived and a refund of $19.99 for the monthly billing was also refunded to the [redacted] card on file. Refunds typically take 5-7 business dates to complete. We believe this matter to be resolved. Thank you.
Member purchased a 6 month personal training program at a rate of 4 sessions per month, beginning 7/28/15. Typically, the recommended frequency of usage would be for member to meet with a personal trainer once a week and for member to workout out on their own the remainder of the week, implementing...
the program set out by their trainer.
Our records reflect that member, on average, used her 4 sessions per month and the gym 16 times per month, until the completion of her 6 month program. Our records do not reflect that member voiced any concerns with the service during the course of her program. It was not until after member completed the entire 6 month term that member brought any concerns to our attention. Thus, member is not entitled to a refund as LA Fitness has fulfilled it’s obligation having provided member with 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.
Having my name removed from the list is only partially acceptable. The business is failing to address the systemic issue of having a policy of harassing people to receive payment. In the case they have incorrect contact information they require the person(s) they are calling to jump through hoops to have them stop calling. This may even border illegal since they aren't respecting the nation do not call list. A business with such a policy should not have an "A" Revdex.com rating.
Regards,
[redacted]
Management has made several attempts to contact [redacted] regarding his monthly billed membership. We have yet to receive a return call. We encourage [redacted] to return our call to discuss his concerns further. Thank you
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 52 weeks, beginning 11/15/14 (the “Initial Term”). She paid a total of $259.00 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 $180.00 each, every four weeks, beginning 12/13/14, 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. 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. She can process such a cancellation by contacting her local club or our Member Service Department at 949-255-7200. 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. With respect to member’s regular fitness membership, that membership is month to month which she can cancel at any time by mailing a written request to LA Fitness at: P.O. Box 54170, Irvine, CA 92619-4170
Management spoke to [redacted] and apologized for her experience she received. Management as a courtesy offered to add guest privileges without pro-rate. [redacted] said to management that she will keep her current rate.
We believe this matter to be resolved. Should [redacted] have any...
further concerns we encourage her to contact her local club. Thank you.
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 1/14/17 (the “Initial Term”). Member paid a total of $299.00 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 consecutive monthly payments, in the amount of $200.00, beginning 2/14/17, 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 the 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, member is not entitled 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, he should be expected to honor his Agreement as LA Fitness stands ready to provide the services for which he contracted.
Member elected to upgrade her personal training agreement from Certified Training to Master Training and authorized a monthly dues increase from $240.00 to $282.00 per month (copy of upgrade confirmation receipt attached)
Management spoke to member regarding complaint. [redacted]a was an active member and should have been cancelled with[redacted] hence member still being charged. To resolve issue, management cancelled membership and processed a six month refund in the amount of $319.20 back to the [redacted] card on file. The refund could take up to 7-10 days to complete. We believe this matter to be resolved.
Thank you.
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 8/3/16 (the “Initial Term”). Member agreed to pay a total of $259.00 up front, which included the enrollment fee,...
processing fee and payment for the first month of personal training services. She paid $130.00 on the day she enrolled and authorized a payment for the remaining balance of $129.00 on 8/12/16. She further agreed to make 11 more consecutive monthly payments, in the amount of $160.00, beginning 9/3/16, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement.
It is LA Fitness’ policy and practice to provide our members with a complete copy of their agreement at the time of enrollment. A copy of the Agreement was also included in the confirming e-mail member received 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 her personal training agreement with the initial term of 12 months. 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, New Client Checklist and confirming e-mail are included with this response).
Thus, under the clear and explicit terms of the Agreement, member is not entitled to a refund or to terminate the Agreement and abandon her contractual obligations (which were very clearly spelled out for her and acknowledged by her) early without a fee. If member no longer wishes to continue with her valid Agreement, her 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. LA Fitness will honor the voluntary cancellation provision of the Agreement should she elect to take advantage of it. Otherwise, she should be expected to honor her Agreement as LA Fitness stands ready to provide the services for which she contracted.
Management spoke to [redacted] on 3/9/15 regarding the cancelation of his yearly membership. We honored the October 2014 cancelation and issued a refund for the remaining amount of $24.30 via check. [redacted] received 444.18 back via chargeback. No further action will be taken....
Management spoke to [redacted] on 3/3/15 regarding her annual membership. After discussion in regards to what transpired at the point of sale it has been agreed upon to issue a refund in the amount of $74.09 in the form of a check. This was processed on 3/4/15. We believe this matter to be resolved...
Member purchased personal training services pursuant to a written and fully executed agreement . The agreement clearly indicated at the top of the first page that it was for 39 personal training sessions to be paid over a minimum initial term of 12 months, beginning 1/16/16 (the “Initial...
Term”). Member paid a total of $284.00 up front, which included a $99.00 enrollment fee, $50.00 processing fee and payment for the first month of personal training sessions. She further agreed to make 11 more payments, in the amount of $135.00 each month, beginning 2/16/16, for the remainder of the Initial Term.
These terms are clearly outlined on page 1 of member’s agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement. 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 half of the remaining balance due under the Agreement (the “Termination Fee”). 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 with the initial term of 12 months and the voluntary cancelation 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). 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 any free sessions, a credit for the enrollment and/or processing fees or to terminate the agreement and abandon her contractual obligations early without a Termination Fee. Nevertheless, our District Vice President, [redacted]., was in contact with member regarding her concerns and we provided her with 3 sessions at no additional charge to compensate her for the enrollment and processing fees. Please note that we were not contractually obligated to provide this remedy, but this was done as a customer service consideration for our member.
However, member is not entitled to any additional compensation on top of the consideration already made.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have...
determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
There was no communication from the service provider and I have not availed their services as a mark of the treatment meted out by the company .However I continue to give my monthly dues without taking any services.
Regards,
[redacted]
Per [redacted] request we have upgraded his monthly billed membership to include Signature access as well as multi state access at no charge. We apologize for any miscommunication that may have occurred
at the time of joining. LA Fitness strives to provide the best rates possible for our customers to suit their needs. We believe this issue to be resolved.
Thank you.
Revdex.com:
I was not provided acceptable opportunities to cancel. I came in during business hours and was turned away. It is a unacceptable policy, and I generally reject it.
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]
Management reviewed the health department inspection report with Mr. [redacted]. Mr. [redacted] was completely inappropriate on the phone. Management ended the call after members inappropriate behavior. Mr. [redacted] is declining on a three month refund offered by District Operations Manager and will only accept a full refund. Mr. [redacted] is not entitled to a full refund. We believe that we have taken the necessary steps to resolve this matter. No further action will be taken. Thank you.
Management spoke to [redacted] regarding his complaint. We are not honoring [redacted] request of a three year refund. Management as a courtesy, offered to refund six months of dues and to push out [redacted] monthly dues date by six months. No further action will be taken. Thank you.
LA Fitness cancelled the remaining term of member's personal training agreement and processed a refund in the amount of $280.00 (refund applied to the same account used for payment).
Management contacted Ms. [redacted] regarding her concerns with an adjustment to the billing date on her monthly dues membership. Based on that conversation, we understand that the request to change the original billing date from the 22nd to the 1st of every month was not completed during the sign up...
process. Thus, based on the date of sign up, the billing date was listed as the 22nd of every month. The billing date has been adjusted to the 1st of every month and we apologize for any inconvenience this may have caused. As a courtesy, the prorated fee to complete the billing date change was waived and a refund of $19.99 for the monthly billing was also refunded to the [redacted] card on file. Refunds typically take 5-7 business dates to complete. We believe this matter to be resolved. Thank you.
Member purchased a 6 month personal training program at a rate of 4 sessions per month, beginning 7/28/15. Typically, the recommended frequency of usage would be for member to meet with a personal trainer once a week and for member to workout out on their own the remainder of the week, implementing...
the program set out by their trainer.
Our records reflect that member, on average, used her 4 sessions per month and the gym 16 times per month, until the completion of her 6 month program. Our records do not reflect that member voiced any concerns with the service during the course of her program. It was not until after member completed the entire 6 month term that member brought any concerns to our attention. Thus, member is not entitled to a refund as LA Fitness has fulfilled it’s obligation having provided member with 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.
Having my name removed from the list is only partially acceptable. The business is failing to address the systemic issue of having a policy of harassing people to receive payment. In the case they have incorrect contact information they require the person(s) they are calling to jump through hoops to have them stop calling. This may even border illegal since they aren't respecting the nation do not call list. A business with such a policy should not have an "A" Revdex.com rating.
Regards,
[redacted]
Management has made several attempts to contact [redacted] regarding his monthly billed membership. We have yet to receive a return call. We encourage [redacted] to return our call to discuss his concerns further. Thank you
City Sports cancelled member's regular fitness membership as well as her personal training agreement with no further billing or obligation.
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 11/15/14 (the “Initial Term”). She paid a total of $259.00 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 $180.00 each, every four weeks, beginning 12/13/14, 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. 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. She can process such a cancellation by contacting her local club or our Member Service Department at 949-255-7200. 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. With respect to member’s regular fitness membership, that membership is month to month which she can cancel at any time by mailing a written request to LA Fitness at: P.O. Box 54170, Irvine, CA 92619-4170
Management spoke to [redacted] and apologized for her experience she received. Management as a courtesy offered to add guest privileges without pro-rate. [redacted] said to management that she will keep her current rate.
We believe this matter to be resolved. Should [redacted] have any...
further concerns we encourage her to contact her local club. Thank you.
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 1/14/17 (the “Initial Term”). Member paid a total of $299.00 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 consecutive monthly payments, in the amount of $200.00, beginning 2/14/17, 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 the 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, member is not entitled 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, he should be expected to honor his Agreement as LA Fitness stands ready to provide the services for which he contracted.
Member elected to upgrade her personal training agreement from Certified Training to Master Training and authorized a monthly dues increase from $240.00 to $282.00 per month (copy of upgrade confirmation receipt attached)
Management spoke to member regarding complaint. [redacted]a was an active member and should have been cancelled with[redacted] hence member still being charged. To resolve issue, management cancelled membership and processed a six month refund in the amount of $319.20 back to the [redacted] card on file. The refund could take up to 7-10 days to complete. We believe this matter to be resolved.
Thank you.
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 8/3/16 (the “Initial Term”). Member agreed to pay a total of $259.00 up front, which included the enrollment fee,...
processing fee and payment for the first month of personal training services. She paid $130.00 on the day she enrolled and authorized a payment for the remaining balance of $129.00 on 8/12/16. She further agreed to make 11 more consecutive monthly payments, in the amount of $160.00, beginning 9/3/16, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement.
It is LA Fitness’ policy and practice to provide our members with a complete copy of their agreement at the time of enrollment. A copy of the Agreement was also included in the confirming e-mail member received 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 her personal training agreement with the initial term of 12 months. 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, New Client Checklist and confirming e-mail are included with this response).
Thus, under the clear and explicit terms of the Agreement, member is not entitled to a refund or to terminate the Agreement and abandon her contractual obligations (which were very clearly spelled out for her and acknowledged by her) early without a fee. If member no longer wishes to continue with her valid Agreement, her 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. LA Fitness will honor the voluntary cancellation provision of the Agreement should she elect to take advantage of it. Otherwise, she should be expected to honor her Agreement as LA Fitness stands ready to provide the services for which she contracted.
Management spoke to [redacted] on 3/9/15 regarding the cancelation of his yearly membership. We honored the October 2014 cancelation and issued a refund for the remaining amount of $24.30 via check. [redacted] received 444.18 back via chargeback. No further action will be taken....
Member is satisfied. Thank you.
Management spoke to [redacted] on 3/3/15 regarding her annual membership. After discussion in regards to what transpired at the point of sale it has been agreed upon to issue a refund in the amount of $74.09 in the form of a check. This was processed on 3/4/15. We believe this matter to be resolved...
and member is satisfied. Thank you.
Member purchased personal training services pursuant to a written and fully executed agreement . The agreement clearly indicated at the top of the first page that it was for 39 personal training sessions to be paid over a minimum initial term of 12 months, beginning 1/16/16 (the “Initial...
Term”). Member paid a total of $284.00 up front, which included a $99.00 enrollment fee, $50.00 processing fee and payment for the first month of personal training sessions. She further agreed to make 11 more payments, in the amount of $135.00 each month, beginning 2/16/16, for the remainder of the Initial Term.
These terms are clearly outlined on page 1 of member’s agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement. 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 half of the remaining balance due under the Agreement (the “Termination Fee”). 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 with the initial term of 12 months and the voluntary cancelation 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). 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 any free sessions, a credit for the enrollment and/or processing fees or to terminate the agreement and abandon her contractual obligations early without a Termination Fee. Nevertheless, our District Vice President, [redacted]., was in contact with member regarding her concerns and we provided her with 3 sessions at no additional charge to compensate her for the enrollment and processing fees. Please note that we were not contractually obligated to provide this remedy, but this was done as a customer service consideration for our member.
However, member is not entitled to any additional compensation on top of the consideration already made.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have...
determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
There was no communication from the service provider and I have not availed their services as a mark of the treatment meted out by the company .However I continue to give my monthly dues without taking any services.
Regards,
[redacted]