Management spoke to [redacted] on 12/8/14 regarding his expiration date on his annual membership. It has been agreed upon to honor the one month additional month extending his expiration date to 11/28/15 as a onetimeoffer. Member understands and is satisfied. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This is not my signature in the attached contract. Please see my signature attached. I never signed any contacts. So you aren't removing charges as a courtesy. I would investigate who at your facility signed this contact and why. I also request an apology for this non sense and fraudulent signatures.
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]
If member no longer wishes to continue with her personal training 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 this cancellation provision should member 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] regarding the cancellationof [redacted] membership. We confirmed the cancellation has beenprocessed and no further billing will occur. Member appreciated the follow up.Thank you.
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 contacted [redacted] to advise him per his request a cancellation has been processed and no further billing will occur. The balance in the amount of 51.95 has been waived and no further balance will be owed. We also advised [redacted] that we do not send our members to collections. We believe...
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 72 personal training sessions to be paid over a minimum initial term of 28 weeks, beginning 6/12/14 (the “Initial...
Term”). Member paid a total of $509.00 up front, which included the enrollment fee, processing fee and payment for the first month of personal training sessions. He further agreed to make 6 more payments, in the amount of $360.00 every 4 weeks, beginning 7/10/14, for the remainder of the Initial Term.
These terms are clearly outlined on page 1 of member’s agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement. All sessions must be completed within 30 days after the end of the Initial Term. If sessions are not used within the above state period, then any unused sessions are considered to have lapsed and will immediately be discontinued. This provision is clearly outlined on page 2 of his 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 session completion provision. This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response).
It should be noted that member used sessions at our [redacted] club locations during the course of his Initial term. It was not until 2015 that member attempted to train at our North Bergen and Secaucus club locations. However, in accordance with the terms of member’s personal training services agreement, upon cancellation or termination at the end of his Initial Term, any unused sessions expired on 12/27/14, 30 days from the last payment. Thus, member did not have any available sessions remaining and is not entitled to a refund.
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.
Management spoke to [redacted] regarding the access his monthly billed fitness membership allows. After explaining the difference of Multi club and Signature access as a courtesy we have changed his home club to [redacted] as a courtesy due to him expressing that he wanted to utilize...
this club location. A refund for the interclub fee of 5.00 has been processed. Member is satisfied. Thank you
Management contacted [redacted] regarding a corporate rate he feels he is eligible for with our signature location. We asked that he provide some additional information in order to research the current corporate rate promotions we have and the qualifications. Once this additional information is...
received we advised [redacted] we will follow up in regards to a resolution. He is satisfied with the follow up and no further action will be taken at this time. Thank you
Management contacted Mr. [redacted] regarding his concerns with the cancellation of his monthly dues membership. Mr. [redacted] claims that he cancelled his membership in February 2017 and is requesting a 12 month refund of previous charges. LA Fitness provides members with the option to cancel at any LA...
Fitness location between the hours of 9 AM-5 PM on Monday through Friday, as that is when a manager is present who can process such a cancellation. However, we strongly encourage members to simply 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 and with an appropriate record of such a cancellation so that a misunderstanding such as this does not occur. We have no record of receiving any such cancellation request from Mr. [redacted]. However, as a courtesy, we have cancelled Mr. [redacted]'s monthly dues membership effective as of 2/21/2018 with no further billing. In an effort to resolve this matter, management attempted to negotiate a refund with Mr. [redacted] on two separate occasions but was unable to do so. Mr. [redacted] is insisting on a 12 month refund as well as a letter of apologize which we feel is not justified since we were not at fault. Should Mr. [redacted] wish to discuss a reasonable resolution, we encourage him to contact District Operations Manager [redacted] so we can adequately assist him. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my...
complaint. For your reference, details of the offer I reviewed appear below.On October 11, 2014 I purchased a training package for 6 sessions. My prior issue with continuous billing beyond my package has now been resolved. My current issue is that on 3 different occasions (10/15/14, 2/13/15 & 2/17/15) when sessions where set up by the training manager at LA Fitness, I showed up ready for my session and no trainer was available. For each of these missed training sessions, no one called nor emailed that the session was cancelled. My issue is that I paid $559 for 6 sessions, and due to LA Fitness incompetency I want to be reimbursed $279.51 for the 3 missed sessions. If these sessions where scheduled and I didn't show up, that would count as a missed appointment on my end so where is the penalty for LA Fitness bad business practice. LA Fitness has made it so uncomfortable for me to ever want to go back. All i'm asking for is what is owed to me.My desired outcome is to be reimbursed $297.51 for the 3 training sessions that LA Fitness missed. The dates of these missed sessions are 10/15/14, 2/13/15 and 2/17/15.
Regards,[redacted]
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.
Our previous response still standsManagement contacted [redacted] on 6/18/15 in regards to the cancellation of his gym membership. [redacted] states he cancelled verbally in January 2014 and is seeking a 14 month refund for monthly dues. Our records indicate we have not received a cancellation request for the membership and [redacted] cannot show proof of cancellation. With no confirmation of a prior cancellation, typically no refund would be issued. 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. As a courtesy, we have offered a 6 month refund and [redacted] has declined. No further action will be taken. Thank you.
1. I want a copy of L.A. Fitness's official policies and procedures on how their employees are to respond to harassment in the L.A. Fitness facilities. Specifically, I want a copy of LA Fitness policy on what a manager and staff will do in response to harassment, bullying and similar behavior...
conducted by members of L.A. Fitness toward other members, toward L.A. Fitness staff, and toward third-party staff, including pool staff, trainers, food vendors, and others. 2. If employees receive training on these procedures, members should have access to see what training employees receive. If the LA Fitness employees have not received the training, to include in this case the manager of the LA Fitness at Clark Street and other staff, these employees must receive training or refresher training. There needs to be a way for LA Fitness members to see that the employees have, indeed, been trained, either through a certificate or other document providing proof of this training.3. If there are no policies or procedures on harassment at LA Fitness, these must be created. Every member regardless of gender, sex or other identity should be protected from harassment. LA Fitness must provide MANDATORY HARASSMENT TRAINING TO ALL STAFF, MANAGERS INCLUDED. This is the most important part of the resolution, including the enforcement of these policies when incidents occur.4. I want written statement from L.A. Fitness or a copy of their policy that states when an individual - a member, an LA Fitness employee, or a third party employee such as pool staff, food vendors, and trainers - reports an incident of harassment, bullying and similar behavior that that individual does not face retaliation and should not fear reprimand or repercussions.
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...
Our District Vice President (“DVP”) and Personal Training Director have contacted member to address her concerns. We’ve hired more trainers to offer more availability, we assured member that we would get her sessions scheduled at the times that she wants and she has the direct...
contact number of our DVP should she have any other concerns. In addition, we refunded 3 months of her fitness membership dues to compensate her for her previous experience.
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.
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 [redacted] on 12/8/14 regarding his expiration date on his annual membership. It has been agreed upon to honor the one month additional month extending his expiration date to 11/28/15 as a onetimeoffer. Member understands and is satisfied. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.This is not my signature in the attached contract. Please see my signature attached. I never signed any contacts. So you aren't removing charges as a courtesy. I would investigate who at your facility signed this contact and why. I also request an apology for this non sense and fraudulent signatures.
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]
If member no longer wishes to continue with her personal training 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 this cancellation provision should member 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] regarding the cancellationof [redacted] membership. We confirmed the cancellation has beenprocessed and no further billing will occur. Member appreciated the follow up.Thank you.
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 contacted [redacted] to advise him per his request a cancellation has been processed and no further billing will occur. The balance in the amount of 51.95 has been waived and no further balance will be owed. We also advised [redacted] that we do not send our members to collections. We believe...
this matter to be resolved. 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 72 personal training sessions to be paid over a minimum initial term of 28 weeks, beginning 6/12/14 (the “Initial...
Term”). Member paid a total of $509.00 up front, which included the enrollment fee, processing fee and payment for the first month of personal training sessions. He further agreed to make 6 more payments, in the amount of $360.00 every 4 weeks, beginning 7/10/14, for the remainder of the Initial Term.
These terms are clearly outlined on page 1 of member’s agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement. All sessions must be completed within 30 days after the end of the Initial Term. If sessions are not used within the above state period, then any unused sessions are considered to have lapsed and will immediately be discontinued. This provision is clearly outlined on page 2 of his 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 session completion provision. This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response).
It should be noted that member used sessions at our [redacted] club locations during the course of his Initial term. It was not until 2015 that member attempted to train at our North Bergen and Secaucus club locations. However, in accordance with the terms of member’s personal training services agreement, upon cancellation or termination at the end of his Initial Term, any unused sessions expired on 12/27/14, 30 days from the last payment. Thus, member did not have any available sessions remaining and is not entitled to a refund.
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.
Management spoke to [redacted] regarding the access his monthly billed fitness membership allows. After explaining the difference of Multi club and Signature access as a courtesy we have changed his home club to [redacted] as a courtesy due to him expressing that he wanted to utilize...
this club location. A refund for the interclub fee of 5.00 has been processed. Member is satisfied. Thank you
Management contacted [redacted] regarding a corporate rate he feels he is eligible for with our signature location. We asked that he provide some additional information in order to research the current corporate rate promotions we have and the qualifications. Once this additional information is...
received we advised [redacted] we will follow up in regards to a resolution. He is satisfied with the follow up and no further action will be taken at this time. Thank you
Management contacted Mr. [redacted] regarding his concerns with the cancellation of his monthly dues membership. Mr. [redacted] claims that he cancelled his membership in February 2017 and is requesting a 12 month refund of previous charges. LA Fitness provides members with the option to cancel at any LA...
Fitness location between the hours of 9 AM-5 PM on Monday through Friday, as that is when a manager is present who can process such a cancellation. However, we strongly encourage members to simply 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 and with an appropriate record of such a cancellation so that a misunderstanding such as this does not occur. We have no record of receiving any such cancellation request from Mr. [redacted]. However, as a courtesy, we have cancelled Mr. [redacted]'s monthly dues membership effective as of 2/21/2018 with no further billing. In an effort to resolve this matter, management attempted to negotiate a refund with Mr. [redacted] on two separate occasions but was unable to do so. Mr. [redacted] is insisting on a 12 month refund as well as a letter of apologize which we feel is not justified since we were not at fault. Should Mr. [redacted] wish to discuss a reasonable resolution, we encourage him to contact District Operations Manager [redacted] so we can adequately assist him. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my...
complaint. For your reference, details of the offer I reviewed appear below.On October 11, 2014 I purchased a training package for 6 sessions. My prior issue with continuous billing beyond my package has now been resolved. My current issue is that on 3 different occasions (10/15/14, 2/13/15 & 2/17/15) when sessions where set up by the training manager at LA Fitness, I showed up ready for my session and no trainer was available. For each of these missed training sessions, no one called nor emailed that the session was cancelled. My issue is that I paid $559 for 6 sessions, and due to LA Fitness incompetency I want to be reimbursed $279.51 for the 3 missed sessions. If these sessions where scheduled and I didn't show up, that would count as a missed appointment on my end so where is the penalty for LA Fitness bad business practice. LA Fitness has made it so uncomfortable for me to ever want to go back. All i'm asking for is what is owed to me.My desired outcome is to be reimbursed $297.51 for the 3 training sessions that LA Fitness missed. The dates of these missed sessions are 10/15/14, 2/13/15 and 2/17/15.
Regards,[redacted]
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.
Our previous response still standsManagement contacted [redacted] on 6/18/15 in regards to the cancellation of his gym membership. [redacted] states he cancelled verbally in January 2014 and is seeking a 14 month refund for monthly dues. Our records indicate we have not received a cancellation request for the membership and [redacted] cannot show proof of cancellation. With no confirmation of a prior cancellation, typically no refund would be issued. 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. As a courtesy, we have offered a 6 month refund and [redacted] has declined. No further action will be taken. Thank you.
1. I want a copy of L.A. Fitness's official policies and procedures on how their employees are to respond to harassment in the L.A. Fitness facilities. Specifically, I want a copy of LA Fitness policy on what a manager and staff will do in response to harassment, bullying and similar behavior...
conducted by members of L.A. Fitness toward other members, toward L.A. Fitness staff, and toward third-party staff, including pool staff, trainers, food vendors, and others. 2. If employees receive training on these procedures, members should have access to see what training employees receive. If the LA Fitness employees have not received the training, to include in this case the manager of the LA Fitness at Clark Street and other staff, these employees must receive training or refresher training. There needs to be a way for LA Fitness members to see that the employees have, indeed, been trained, either through a certificate or other document providing proof of this training.3. If there are no policies or procedures on harassment at LA Fitness, these must be created. Every member regardless of gender, sex or other identity should be protected from harassment. LA Fitness must provide MANDATORY HARASSMENT TRAINING TO ALL STAFF, MANAGERS INCLUDED. This is the most important part of the resolution, including the enforcement of these policies when incidents occur.4. I want written statement from L.A. Fitness or a copy of their policy that states when an individual - a member, an LA Fitness employee, or a third party employee such as pool staff, food vendors, and trainers - reports an incident of harassment, bullying and similar behavior that that individual does not face retaliation and should not fear reprimand or repercussions.
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
Our District Vice President (“DVP”) and Personal Training Director have contacted member to address her concerns. We’ve hired more trainers to offer more availability, we assured member that we would get her sessions scheduled at the times that she wants and she has the direct...
contact number of our DVP should she have any other concerns. In addition, we refunded 3 months of her fitness membership dues to compensate her for her previous experience.
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.
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.