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.
Management spoke to [redacted] regarding the cancellation of her monthly billed membership. She states she did cancel but is receiving phone calls regarding a balance that is owed and continued to be billed. A cancellation was processed on 12/3/15, however the monthly dues for November had declined...
and were not collected. This resulted in additional attempts to collect the past due balance and our staff attempting to collect the balance prior to cancellation. We apologize for the excessive phone calls. As a courtesy the balance has been waived and no further calls will be received and no further balance iis owed. We believe this matter to be resolved. Thank you.
LA Fitness would be more than happy to re-evaluate member’s program and make any necessary changes if needed. The remaining sessions will remain available for her to use should she choose to use them.
Management spoke to Ms. Kopec regarding the cancellation of her fitness membership it was agreed upon to process an immediate cancellation and issue a refund in the amount of $79.98 back to the [redacted] card. refunds take about 5-7 business days. We believe this matter to be resolved. Thank you
Management spoke to [redacted] on 11/25/14 and per her request a cancellation was processed and no further billing has occurred. Our records indicate [redacted] was never in a bad status and no attempts to contact her has been made. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this...
resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 12 months, beginning 12/27/14 (the “Initial Term”). Member paid a total of $279.00 up front, which included the enrollment fee and payment for the first...
month of personal training sessions. She further agreed to make 11 more payments, in the amount of $180.00 each, every month, beginning 1/27/15, 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 outlining these terms. Member’s personal training agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the agreement. This provision is clearly outlined on page 2 of 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 12 months and the voluntary cancelation provision. This Checklist was reviewed with member 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). Member’s 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, under the clear and explicit terms of the Agreement, she is not entitled to terminate the agreement and abandon her contractual obligations early without a fee. Member elected to take advantage of the voluntary cancellation provision, paid the cancellation fee on 3/3/15 and we cancelled the remaining term of her personal training agreement accordingly.
Management has made several additional attempts to contact Mr. [redacted] to follow up on his concerns. However, we have been unable to connect with him directly and have not received a return call. We believe the courtesy extended to Mr. [redacted] of a full refund and cancellation of his entire family membership agreement was a fair resolution. We have provided Mr. [redacted] with direct contact information should he like to discuss any additional concerns. Thank you.
Management has been in communication with [redacted] via email to discuss her concerns regarding her experiences with local staff and the billing on her membership. Management expressed to [redacted] the urgency in which we address any concerns related to an experience with a staff member, when a member feels they did not behave in a professional manner.
We have confirmed with documentation to [redacted] in our email correspondence, that her membership was placed in a revoked status due to non-payment and not by any specific staff member she had an interaction with. A comprehensive email was also sent with the details for both [redacted] billing on her membership and the billing on her mother’s account as well.
We have provided [redacted] with direct contact information should she have any additional concerns or questions related to her membership and we will continue to try to support this member. Thank you.
LA Fitness will honor the original contracted amount of $3,459.00. Member has since paid $420.00 and we cancelled the remaining term of his personal training agreement accordingly.
Management spoke to Mr. [redacted] regarding the cancellation ofhis monthly billed membership. Mr. [redacted] states he mailed a cancellation June, 2014due to relocation. Our records indicate we have not received a cancellation.Per his request an immediate cancellation has been processed and no furtherbilling...
will occur. As a courtesy a refund in the amount of $90.20 back to theVisa card. Refunds take about 5-7 business days to be refunded. Member acceptedrefund and is satisfied. Thank you.
Management has contacted Mr. [redacted] via telephone and email regarding his billing concerns. We reviewed documentation Mr. [redacted] provided and set up calls to discuss additional information needed to locate the charges in question. However, we have still been unable to connect with Mr. [redacted] at the agreed upon times scheduled or during a time when he was able to discuss the matter. We stand ready to assist Mr. [redacted] with a resolution once we are able to determine the source of the charges associated with his concern. Mr. [redacted] has the direct contact information of our District Operations Manager and we encourage him to return our calls so we can move forward with a resolution. Thank you.
Management spoke with Mr. [redacted] regarding his concerns. As a courtesy, we agreed to refund the difference of $149.00 initiation and $89.00 initiation = $60.00. Refunds typically could take up to 5-7 business days to complete and will be applied to the [redacted] on file. We believe this...
matter to be resolved and member is satisfied. Thank you.
Management spoke to [redacted] regarding his complaint. [redacted] states that he was receiving an error message while trying to print off cancellation form. [redacted] was able to mail in a cancellation form and his membership was cancelled post mark date of 9-22-2016 with further...
billing. We believe this matter to be resolved. Thank you.
Management contact [redacted] regarding her concerns with the experience she had at a local club when attempting to activate a guest pass. We strive to provide the best customer service to our members and guests and regret that [redacted] felt that a local staff member acted in an unprofessional...
manner.
Management attempted to locate a charge in our system with the information [redacted] provided but have been unable to locate an active membership or charge. [redacted] expressed that she simply wanted to voice her concerns related to her experience. We provided direct contact information should [redacted] need any additional assistance. 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 7/6/17 (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 8/28/17, for the remainder of the Initial Term (a copy of the Agreement is included with this response. If member no longer wishes to continue with his valid 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. 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.
Our cancellation procedures were provided and explained in the agreement [redacted] signed on July 5, 2012 at the [redacted] location. Mailed cancellations will be honored based on the postmark date of the mailed request. In person cancellations, requested with the Operations Manager at an LA Fitness location Monday-Friday 9am-5pm, will be honored immediately.
Our records reflect that a mailed request was sent for [redacted]’s membership on April 11, 2016. We completed the cancellation on April 21, 2016 but honored the effective cancellation based on the postmark date of April 11, 2016. All charges prior to a cancellation request are valid. Nevertheless, as a courtesy, we have waived the balance of $34.99 on [redacted]’s membership that was from the billing on April 5, 2016 prior to her cancellation request. This will leave [redacted]’s membership cancelled in good standings, with no balance or additional charges. Should [redacted] like to discuss any additional concerns we encourage her to contact her home club for assistance. Thank you.
Management spoke to member regarding his complaint. Management will honor two refunds in the amount $7.45 each. We will also adjust his monthly memberships dues for his membership to $29.99 as a courtesy. We believe this matter to be resolved. Thank you.
Management has made several attempts to contact [redacted] to discuss his concerns regarding the membership agreement he signed on April 28th, [redacted] location. However, we have not received a return call. We encourage[redacted] to return our call so we can...
Bureau: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.The business did not contact me, I called the business, and confirmed that they have my most updated phone number on file, and they also checked the account and said there is no record of them contacting me, and also I have brought up this issue to their attention and they have again claimed that they are not able to do anything about it. Regards,[redacted]
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.
Management spoke to [redacted] regarding the cancellation of her monthly billed membership. She states she did cancel but is receiving phone calls regarding a balance that is owed and continued to be billed. A cancellation was processed on 12/3/15, however the monthly dues for November had declined...
and were not collected. This resulted in additional attempts to collect the past due balance and our staff attempting to collect the balance prior to cancellation. We apologize for the excessive phone calls. As a courtesy the balance has been waived and no further calls will be received and no further balance iis owed. We believe this matter to be resolved. Thank you.
LA Fitness would be more than happy to re-evaluate member’s program and make any necessary changes if needed. The remaining sessions will remain available for her to use should she choose to use them.
Management spoke to Ms. Kopec regarding the cancellation of her fitness membership it was agreed upon to process an immediate cancellation and issue a refund in the amount of $79.98 back to the [redacted] card. refunds take about 5-7 business days. We believe this matter to be resolved. Thank you
Management spoke to [redacted] on 11/25/14 and per her request a cancellation was processed and no further billing has occurred. Our records indicate [redacted] was never in a bad status and no attempts to contact her has been made. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this...
resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 12 months, beginning 12/27/14 (the “Initial Term”). Member paid a total of $279.00 up front, which included the enrollment fee and payment for the first...
month of personal training sessions. She further agreed to make 11 more payments, in the amount of $180.00 each, every month, beginning 1/27/15, 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 outlining these terms. Member’s personal training agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the agreement. This provision is clearly outlined on page 2 of 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 12 months and the voluntary cancelation provision. This Checklist was reviewed with member 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). Member’s 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, under the clear and explicit terms of the Agreement, she is not entitled to terminate the agreement and abandon her contractual obligations early without a fee. Member elected to take advantage of the voluntary cancellation provision, paid the cancellation fee on 3/3/15 and we cancelled the remaining term of her personal training agreement accordingly.
Management has made several additional attempts to contact Mr. [redacted] to follow up on his concerns. However, we have been unable to connect with him directly and have not received a return call. We believe the courtesy extended to Mr. [redacted] of a full refund and cancellation of his entire family membership agreement was a fair resolution. We have provided Mr. [redacted] with direct contact information should he like to discuss any additional concerns. Thank you.
Management has been in communication with [redacted] via email to discuss her concerns regarding her experiences with local staff and the billing on her membership. Management expressed to [redacted] the urgency in which we address any concerns related to an experience with a staff member, when a member feels they did not behave in a professional manner.
We have confirmed with documentation to [redacted] in our email correspondence, that her membership was placed in a revoked status due to non-payment and not by any specific staff member she had an interaction with. A comprehensive email was also sent with the details for both [redacted] billing on her membership and the billing on her mother’s account as well.
We have provided [redacted] with direct contact information should she have any additional concerns or questions related to her membership and we will continue to try to support this member. Thank you.
LA Fitness will honor the original contracted amount of $3,459.00. Member has since paid $420.00 and we cancelled the remaining term of his personal training agreement accordingly.
Management spoke to Mr. [redacted] regarding the cancellation ofhis monthly billed membership. Mr. [redacted] states he mailed a cancellation June, 2014due to relocation. Our records indicate we have not received a cancellation.Per his request an immediate cancellation has been processed and no furtherbilling...
will occur. As a courtesy a refund in the amount of $90.20 back to theVisa card. Refunds take about 5-7 business days to be refunded. Member acceptedrefund and is satisfied. Thank you.
Management has contacted Mr. [redacted] via telephone and email regarding his billing concerns. We reviewed documentation Mr. [redacted] provided and set up calls to discuss additional information needed to locate the charges in question. However, we have still been unable to connect with Mr. [redacted] at the agreed upon times scheduled or during a time when he was able to discuss the matter. We stand ready to assist Mr. [redacted] with a resolution once we are able to determine the source of the charges associated with his concern. Mr. [redacted] has the direct contact information of our District Operations Manager and we encourage him to return our calls so we can move forward with a resolution. Thank you.
Management spoke with Mr. [redacted] regarding his concerns. As a courtesy, we agreed to refund the difference of $149.00 initiation and $89.00 initiation = $60.00. Refunds typically could take up to 5-7 business days to complete and will be applied to the [redacted] on file. We believe this...
matter to be resolved and member is satisfied. Thank you.
Management spoke to [redacted] regarding his complaint. [redacted] states that he was receiving an error message while trying to print off cancellation form. [redacted] was able to mail in a cancellation form and his membership was cancelled post mark date of 9-22-2016 with further...
billing. We believe this matter to be resolved. Thank you.
Management contact [redacted] regarding her concerns with the experience she had at a local club when attempting to activate a guest pass. We strive to provide the best customer service to our members and guests and regret that [redacted] felt that a local staff member acted in an unprofessional...
manner.
Management attempted to locate a charge in our system with the information [redacted] provided but have been unable to locate an active membership or charge. [redacted] expressed that she simply wanted to voice her concerns related to her experience. We provided direct contact information should [redacted] need any additional assistance. 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 7/6/17 (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 8/28/17, for the remainder of the Initial Term (a copy of the Agreement is included with this response. If member no longer wishes to continue with his valid 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. 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.
Our cancellation procedures were provided and explained in the agreement [redacted] signed on July 5, 2012 at the [redacted] location. Mailed cancellations will be honored based on the postmark date of the mailed request. In person cancellations, requested with the Operations Manager at an LA Fitness location Monday-Friday 9am-5pm, will be honored immediately.
Our records reflect that a mailed request was sent for [redacted]’s membership on April 11, 2016. We completed the cancellation on April 21, 2016 but honored the effective cancellation based on the postmark date of April 11, 2016. All charges prior to a cancellation request are valid. Nevertheless, as a courtesy, we have waived the balance of $34.99 on [redacted]’s membership that was from the billing on April 5, 2016 prior to her cancellation request. This will leave [redacted]’s membership cancelled in good standings, with no balance or additional charges. Should [redacted] like to discuss any additional concerns we encourage her to contact her home club for assistance. Thank you.
Management spoke to member regarding his complaint. Management will honor two refunds in the amount $7.45 each. We will also adjust his monthly memberships dues for his membership to $29.99 as a courtesy. We believe this matter to be resolved. Thank you.
Management has made several attempts to contact [redacted] to discuss his concerns regarding the membership agreement he signed on April 28th, [redacted] location. However, we have not received a return call. We encourage[redacted] to return our call so we can...
adequately respond to his concerns. Thank you
Better Business...
Bureau: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.The business did not contact me, I called the business, and confirmed that they have my most updated phone number on file, and they also checked the account and said there is no record of them contacting me, and also I have brought up this issue to their attention and they have again claimed that they are not able to do anything about it. Regards,[redacted]