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.
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.
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.
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 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]
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.
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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Management spoke to [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.
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.
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.
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 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 spoke with Mr. [redacted] regarding his concerns and apologized to him. As a courtesy, we removed his phone number on file for Fitness and PT accounts. 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...
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.
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 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.
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.
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.
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 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]
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.
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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Management spoke to [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.
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.
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.
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 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 spoke with Mr. [redacted] regarding his concerns and apologized to him. As a courtesy, we removed his phone number on file for Fitness and PT accounts. 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
Refund in the amount of $840.00 was processed on 3/5/15 (refunds applied to the same account used for payment).
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.
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.