Management contacted member regarding his complaint. To resolve issue, management cancelled his membership refunding $269.42 back to the[redacted] card on file.
Refunds could take up to 5-7 business to process. We believe this matter to be resolved.
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.
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]
Effective December 30, 2013, Fitness International, LLC, acquired substantially all of the assets related to [redacted] (“[redacted]”). As a result, Fitness International not only assumed operation of the clubs, but started billing the membership dues as well.
[redacted] membership was indeed one of those memberships. [redacted] claims that he never signed a contract with LA Fitness, (a wholly owned subsidiary of Fitness International, LLC), and never received notification that [redacted] was going to “hand his billing information” to LA Fitness.
To the contrary, on January 30, 2014, our records indicate that not only did [redacted] sign a membership agreement acknowledging this, but took a picture for his membership file, and started using the membership. Agreement and check-in history attached. Notification of the transition of club ownership was also sent to all members. An example of this notification is also attached.
It is clearly stated in the membership agreement under the section, “HOW TO CANCEL YOUR DUES MEMBERSHIP”, the necessary steps to stop all future billings. Fitness International, LLC never received notification to cancel his membership until July 1, 2016, at which time the membership was immediately cancelled.
Previously to resolve the issue, Fitness International (“LA Fitness”) offered to refund [redacted] a total of three months’ worth of membership dues. Please note, this was offered purely as a Customer Service gesture and not because we were obligated to do so. Although, he has previously declined this offer, we will make this offer available to him through August 31, 2016. If he would like to accept this he may call [redacted], our District Operations Manager. His direct number is [redacted]
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.
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 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.
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 with Mr. [redacted] regarding his concerns. Mr. [redacted] states that his monthly dues membership should have been cancelled with his other family members. As a courtesy, Management cancelled his membership, waived the outstanding balance and processed a total refund of $545.53. Refunds...
typically could take up 7-10 business days to complete and will go back to the [redacted] Card on file. We believe this matter to be resolved. Thank you.
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 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 spoke to the member on 7/1/15 regarding his request to have his home club changed. We advised Mr. [redacted] that this request has already been granted two times before and should he wish he can upgrade to allow additional access the upgrade fee would need to be paid. member declined and advised he would rejoin thru his work. Member has been cancelled per his request and no further billing will occur. This matter has been resolved. 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 previous response still standsManagement spoke to [redacted] on 5/11/15 regarding her concerns with the pool being used for swim lessons. [redacted] brought up main reason for filing Revdex.com wasdue to lifeguards being late in which I advised will follow up with Home club operations manager. She was satisfied with explanation of children not being allowed intoother parts of facility beyond the pool area and is happy with the follow up. We believe this matter to be resolved.
Management spoke to [redacted] regarding his annual paid in full membership. After explaining to him his annual renewal and providing him with a copy of his agreement he is aware that his yearly renewal is $399 per year. As a courtesy, a refund has been issued in the amount of $399.00 back...
to the [redacted] for the 2015-2016 year in order for him to rejoin should he wish to at a lower renewal rate. 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 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] regarding his concerns related to the status of his membership but have not received a return call. [redacted] states that he has attempted to cancel via phone and at that time was provided acceptable cancellation options. LA...
Fitness provides members with the option to cancel at any LA Fitness location between the hours of 8 AM-5 PM on Monday through Friday, but we strongly encourage members to send a written cancellation request via certified mail to ensure return-receipt.
Our cancellation policy is not designed to make it difficult for our members to cancel, but to ensure cancellations are handled properly. We have received no such cancellation request from [redacted]. As a result, no cancellation was processed and the monthly billing continued based on the membership terms. As a courtesy, we have cancelled his membership to prevent future monthly billings. If [redacted] would like to review additional resolution options, we encourage him to return our calls so we can adequately address his concerns. Thank you.
Management contacted member regarding his complaint. To resolve issue, management cancelled his membership refunding $269.42 back to the[redacted] card on file.
Refunds could take up to 5-7 business to process. We believe this matter to be resolved.
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.
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]
Effective December 30, 2013, Fitness International, LLC, acquired substantially all of the assets related to [redacted] (“[redacted]”). As a result, Fitness International not only assumed operation of the clubs, but started billing the membership dues as well.
[redacted] membership was indeed one of those memberships. [redacted] claims that he never signed a contract with LA Fitness, (a wholly owned subsidiary of Fitness International, LLC), and never received notification that [redacted] was going to “hand his billing information” to LA Fitness.
To the contrary, on January 30, 2014, our records indicate that not only did [redacted] sign a membership agreement acknowledging this, but took a picture for his membership file, and started using the membership. Agreement and check-in history attached. Notification of the transition of club ownership was also sent to all members. An example of this notification is also attached.
It is clearly stated in the membership agreement under the section, “HOW TO CANCEL YOUR DUES MEMBERSHIP”, the necessary steps to stop all future billings. Fitness International, LLC never received notification to cancel his membership until July 1, 2016, at which time the membership was immediately cancelled.
Previously to resolve the issue, Fitness International (“LA Fitness”) offered to refund [redacted] a total of three months’ worth of membership dues. Please note, this was offered purely as a Customer Service gesture and not because we were obligated to do so. Although, he has previously declined this offer, we will make this offer available to him through August 31, 2016. If he would like to accept this he may call [redacted], our District Operations Manager. His direct number is [redacted]
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.
Refund in the amount of $840.00 was processed on 3/5/15 (refunds applied to the same account used for payment).
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.
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 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.
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 with Mr. [redacted] regarding his concerns. Mr. [redacted] states that his monthly dues membership should have been cancelled with his other family members. As a courtesy, Management cancelled his membership, waived the outstanding balance and processed a total refund of $545.53. Refunds...
typically could take up 7-10 business days to complete and will go back to the [redacted] Card on file. We believe this matter to be resolved. Thank you.
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 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 spoke to the member on 7/1/15 regarding his request to have his home club changed. We advised Mr. [redacted] that this request has already been granted two times before and should he wish he can upgrade to allow additional access the upgrade fee would need to be paid. member declined and advised he would rejoin thru his work. Member has been cancelled per his request and no further billing will occur. This matter has been resolved. 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 previous response still standsManagement spoke to [redacted] on 5/11/15 regarding her concerns with the pool being used for swim lessons. [redacted] brought up main reason for filing Revdex.com wasdue to lifeguards being late in which I advised will follow up with Home club operations manager. She was satisfied with explanation of children not being allowed intoother parts of facility beyond the pool area and is happy with the follow up. We believe this matter to be resolved.
Management spoke to [redacted] regarding his annual paid in full membership. After explaining to him his annual renewal and providing him with a copy of his agreement he is aware that his yearly renewal is $399 per year. As a courtesy, a refund has been issued in the amount of $399.00 back...
to the [redacted] for the 2015-2016 year in order for him to rejoin should he wish to at a lower renewal rate. 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 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] regarding his concerns related to the status of his membership but have not received a return call. [redacted] states that he has attempted to cancel via phone and at that time was provided acceptable cancellation options. LA...
Fitness provides members with the option to cancel at any LA Fitness location between the hours of 8 AM-5 PM on Monday through Friday, but we strongly encourage members to send a written cancellation request via certified mail to ensure return-receipt.
Our cancellation policy is not designed to make it difficult for our members to cancel, but to ensure cancellations are handled properly. We have received no such cancellation request from [redacted]. As a result, no cancellation was processed and the monthly billing continued based on the membership terms. As a courtesy, we have cancelled his membership to prevent future monthly billings. If [redacted] would like to review additional resolution options, we encourage him to return our calls so we can adequately address his concerns. Thank you.