Management has attempted to contact [redacted] directly to discuss resolution options on several occasions. We strive to provide excellent customer service to our members and we regret that [redacted] felt that the cancellation procedures for his monthly billed membership were inconvenient.
As acknowledged by [redacted], he attempted to cancel over the telephone in February 2016. This is not an acceptable form of cancellation and as a result, no such cancellation was processed. The history on [redacted]’s account reflects that he was advised by telephone on February 4, 2016 of our accepted cancellation procedures, which were also provided in our original response.
However, we have no record of receipt of such a cancellation request. Nevertheless, to resolve [redacted]’s complaint we will accept his phone cancellation request in February as the effective date of cancellation for his membership. A refund of $129.84 has been processed back to the [redacted] card on file. Refunds typically take 5-7 business days to complete. We believe this matter to be resolved. 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
LA Fitness has never addressed the original complaint. The original complaint remains the company representive who convinced me to purchase their training services. I told the sales person numerous times wanted 6 months of training, The sales person fraudulently changed the term of the contract from 6 months to 12 months and didn't tell me he was changing the contract length.
I tried numerous times to get the contract amended to the original term of 6 months I originally requested and was told by every person I talked to at the fitness club or on the phone they did not have the authority to change the contact length. When I finally spoke with someone who claimed to be a regional Vice President, he refused to amend the contract. When I asked to speak to his supervisor, he refused to put me in contact with his supervisor, nor provide me with his supervisors contact information.
He informed me my only remedy was to sue LA Fitness in court.
The practice of changing contract lengths without informing the customer appears to be common practice. The company has lost several class action suites and paid customers millions of dollars because of fraudulent practices, and is currently facing another class action suite in California. If the company is unwilling to change the length of my contract to the length I originally requested, I don't see where I have any option but to take the company to court
Regards,[redacted]
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.
Issue is partially tesolved, there is still an open item on the personal training fees.
Regards,
[redacted]
Management has contacted [redacted] regarding her questions in regards to becoming a member again. We have yet to receive a return call. We encourage her to do so in order to resolve this matter. Thank you
Management spoke to [redacted] regarding the cancellation of his monthly billed membership. The cancellation procedures were explained to him and per his request his monthly billed membership was cancelled and no further billing will occur. [redacted] is satisfied with the follow up. Thank you
LA Fitness cancelled the remaining term of member's personal training agreement and her regular fitness membership with no further billing or obligation.
Our District Vice President contacted member to address her concerns. We apologize for her experience. This is not the experience we want any of our member's to have and have addressed her concerns with the staff members involved. Member expressed that she appreciated our prompt follow up and...
that she would continue her membership at our [redacted] locations
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 half of the remaining balance due under the agreement (“Termination Fee”). This provision is clearly outlined on page 2 of...
the agreement. It is LA Fitness’ policy and practice to provide our members with a complete copy of their agreement at the time of enrollment. In addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of her personal training agreement with the initial term of 12 months and the voluntary cancellation provision.
This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature and initials on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response). Furthermore, member’s personal training services agreement specifically provided her with a 3-day right to cancel if these terms did not match her understanding (or for any reason) for a full refund. However, she did not take advantage of this option within the rescission period. Thus, under the clear and explicit terms of the agreement, she is not entitled to a to terminate the agreement and abandon her contractual obligations (which were very clearly spelled out for her and acknowledged by her) early without a Termination Fee.
Nevertheless, our District Vice President has made several attempts to contact member regarding her concerns but she has not answered. If member no longer wishes to continue with her valid agreement, LA Fitness will honor the voluntary cancellation provision should she elect to take advantage of it. Otherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.
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.
The representative from LA Fitness had several phone conversations with me. I don't live in the area and wanted to purchase A FEW personal training sessions meaning anywhere from one to five depending on what my sister needed. He lied and told her the contract she signed was what I had agreed. I was abundantly clear to him on the phone about only wanting a few sessions. LA Fitness just says he no longer works there and they have no record of the call. If you read their [redacted] reviews you'll see I'm FAR from alone on feeling defrauded by their business practices. Regards,[redacted]
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 contacted [redacted] regarding her concerns with the membership agreement signed on June 7, 2016 with our [redacted] location. We strive to provide excellent customer service and we regret that [redacted] felt there was a miscommunication regarding the billing terms and charges...
processed when signing up for the monthly billed family membership.
According to our records, the family membership, that includes both [redacted] and [redacted] is a monthly charge of $60.98 plus tax and the Kids Klub membership that includes access for two children is $20 a month plus tax. [redacted] has indicated that she appreciates the follow up and simply wanted to verify the membership billing amount. She has expressed that she plans to continue to be a member. We believe this matter to be resolved. Thank you.
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.
Again, although I did briefly speak with LA Fitness VP on 30 Mar (he
said he was on my side) he only agreed to pay back $52.11. After further
thought I would like the entire refund of $115.82. Using the gym for two
days during the trial period hardly justifies keeping the remaining balance of
$63.71. The following timeline along w/my initial complaint warrants a
full refund:
8 Apr - Membership expired
6 Apr - I picked up a copy of my contract and replacement tag
30 Mar - I return the VP’s phone call
19 Mar - LAFitness VP calls my business line; however I was away
on travel for two weeks
18 Mar - District Manager calls my business line; however I was
away on travel for two weeks
Mar - Returned to LAFitness to inquire about shoddy transaction
and was treated unprofessionally. No one wanted to provide me w/a copy of
my contract nor provide me a replacement key tag despite active membership -
see initial submission complaint to Revdex.com
Feb - Called Corporate and they said my cancellation missed the
5 business day cutoff before next billing cycle therefore it was still good
until April & the unfortunately could not provide me a full refund
Feb - Received an email from LAFitness stating my membership was
still active and expired in April
16 Feb - Showed up in person to cancel 7-day trial on the spot
per Manager’s guidance; however his co-worker provided me instructions for
cancelling a regular membership and confiscated key tag
12 Feb - Worked out at LAFitness
10 Feb - Signed up for a 7-day trial and worked out at LAFitness
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]
Dear [redacted], We have a few promotion that are sent out in different markets but want to assure you that in all cases you would have received the best price at that time. Your membership is a family membership and the $99 initiation would cover the two persons on the membership working out to...
$49.50 each. I am more that happy to take a look at the promotional material. If you would so kind as to capture a image and send to this email so I can check the details of that particular flyer and make sure if your are indeed due a refund we will process for you. Regards [redacted] Just a FYI I called you but your voice mail is full. [redacted]LA Fitness Int.District Operations ManagerPA NJ MD VA DC
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.
I would have accepted the response of the terms, except I know that they have not cancelled the account. I get a notification on my phone every time LA Fitness tries to deduct money from my card on file, and they have tried every day since I got a call from them about my complaint. Just cancel the account and this can all be resolved. I am sure someone meant to cancel the account, but someone somewhere in the chain of business structure is still trying to collect money from me. Maybe it is an automated system? I have no idea. I appreciate them willing to resolve this and will accept once I get an explanation of why they keep trying to collect.
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.
Thank you for your assistance in resolution of this issue in a timely and fair manner
Best wishes for the holiday season
[redacted]
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.Again, I was never contacted in regards to these sessions and I refuse to step foot into an LA Fitness again. I tried numerous times to work this out and I'm not accepting no as an answer. I paid money that I worked very hard for because I was told I would never have an issue getting a trainer and when I did I tried to find out how to use them at another club so this didn't happen and no one ever contacted me. Regards,[redacted]
Management spoke to [redacted] regarding the cancellation of [redacted] monthly billed membership. He states he intended to cancel both memberships at the same time. Due to no usage since his cancellation date we have issued a refund in the amount of $129.75 back to the [redacted]. Refunds...
take about 5-7 business days to be refunded. Member is satisfied. Thank you
Management spoke to [redacted] on 3/20/15 regarding the yearly enhancement fee she was billed on 12/12/14 in the amount of 25.00. We explained to [redacted] that she has been charged this fee every year due to the [redacted] membership she originally joined with. Member did not want to...
cooperate in regards to providing proof she has never been charged prior to 2014. After much discussion we have removed the fee and refunded the $25.00 back to the checking account on file. Member is satisfied. Thank you.
Management has attempted to contact [redacted] directly to discuss resolution options on several occasions. We strive to provide excellent customer service to our members and we regret that [redacted] felt that the cancellation procedures for his monthly billed membership were inconvenient.
As acknowledged by [redacted], he attempted to cancel over the telephone in February 2016. This is not an acceptable form of cancellation and as a result, no such cancellation was processed. The history on [redacted]’s account reflects that he was advised by telephone on February 4, 2016 of our accepted cancellation procedures, which were also provided in our original response.
However, we have no record of receipt of such a cancellation request. Nevertheless, to resolve [redacted]’s complaint we will accept his phone cancellation request in February as the effective date of cancellation for his membership. A refund of $129.84 has been processed back to the [redacted] card on file. Refunds typically take 5-7 business days to complete. We believe this matter to be resolved. 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
LA Fitness has never addressed the original complaint. The original complaint remains the company representive who convinced me to purchase their training services. I told the sales person numerous times wanted 6 months of training, The sales person fraudulently changed the term of the contract from 6 months to 12 months and didn't tell me he was changing the contract length.
I tried numerous times to get the contract amended to the original term of 6 months I originally requested and was told by every person I talked to at the fitness club or on the phone they did not have the authority to change the contact length. When I finally spoke with someone who claimed to be a regional Vice President, he refused to amend the contract. When I asked to speak to his supervisor, he refused to put me in contact with his supervisor, nor provide me with his supervisors contact information.
He informed me my only remedy was to sue LA Fitness in court.
The practice of changing contract lengths without informing the customer appears to be common practice. The company has lost several class action suites and paid customers millions of dollars because of fraudulent practices, and is currently facing another class action suite in California. If the company is unwilling to change the length of my contract to the length I originally requested, I don't see where I have any option but to take the company to court
Regards,[redacted]
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.
Issue is partially tesolved, there is still an open item on the personal training fees.
Regards,
[redacted]
Management has contacted [redacted] regarding her questions in regards to becoming a member again. We have yet to receive a return call. We encourage her to do so in order to resolve this matter. Thank you
Management spoke to [redacted] regarding the cancellation of his monthly billed membership. The cancellation procedures were explained to him and per his request his monthly billed membership was cancelled and no further billing will occur. [redacted] is satisfied with the follow up. Thank you
Management has contacted Mr. [redacted] regarding the incident that occurred. We encourage him to return our call to discuss this further. Thank you
LA Fitness cancelled the remaining term of member's personal training agreement and her regular fitness membership with no further billing or obligation.
Our District Vice President contacted member to address her concerns. We apologize for her experience. This is not the experience we want any of our member's to have and have addressed her concerns with the staff members involved. Member expressed that she appreciated our prompt follow up and...
that she would continue her membership at our [redacted] locations
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 half of the remaining balance due under the agreement (“Termination Fee”). This provision is clearly outlined on page 2 of...
the agreement. It is LA Fitness’ policy and practice to provide our members with a complete copy of their agreement at the time of enrollment. In addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of her personal training agreement with the initial term of 12 months and the voluntary cancellation provision.
This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature and initials on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response). Furthermore, member’s personal training services agreement specifically provided her with a 3-day right to cancel if these terms did not match her understanding (or for any reason) for a full refund. However, she did not take advantage of this option within the rescission period. Thus, under the clear and explicit terms of the agreement, she is not entitled to a to terminate the agreement and abandon her contractual obligations (which were very clearly spelled out for her and acknowledged by her) early without a Termination Fee.
Nevertheless, our District Vice President has made several attempts to contact member regarding her concerns but she has not answered. If member no longer wishes to continue with her valid agreement, LA Fitness will honor the voluntary cancellation provision should she elect to take advantage of it. Otherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.
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.
The representative from LA Fitness had several phone conversations with me. I don't live in the area and wanted to purchase A FEW personal training sessions meaning anywhere from one to five depending on what my sister needed. He lied and told her the contract she signed was what I had agreed. I was abundantly clear to him on the phone about only wanting a few sessions. LA Fitness just says he no longer works there and they have no record of the call. If you read their [redacted] reviews you'll see I'm FAR from alone on feeling defrauded by their business practices. 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 contacted [redacted] regarding her concerns with the membership agreement signed on June 7, 2016 with our [redacted] location. We strive to provide excellent customer service and we regret that [redacted] felt there was a miscommunication regarding the billing terms and charges...
processed when signing up for the monthly billed family membership.
According to our records, the family membership, that includes both [redacted] and [redacted] is a monthly charge of $60.98 plus tax and the Kids Klub membership that includes access for two children is $20 a month plus tax. [redacted] has indicated that she appreciates the follow up and simply wanted to verify the membership billing amount. She has expressed that she plans to continue to be a member. We believe this matter to be resolved. 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.
Again, although I did briefly speak with LA Fitness VP on 30 Mar (he
said he was on my side) he only agreed to pay back $52.11. After further
thought I would like the entire refund of $115.82. Using the gym for two
days during the trial period hardly justifies keeping the remaining balance of
$63.71. The following timeline along w/my initial complaint warrants a
full refund:
8 Apr - Membership expired
6 Apr - I picked up a copy of my contract and replacement tag
30 Mar - I return the VP’s phone call
19 Mar - LAFitness VP calls my business line; however I was away
on travel for two weeks
18 Mar - District Manager calls my business line; however I was
away on travel for two weeks
Mar - Returned to LAFitness to inquire about shoddy transaction
and was treated unprofessionally. No one wanted to provide me w/a copy of
my contract nor provide me a replacement key tag despite active membership -
see initial submission complaint to Revdex.com
Feb - Called Corporate and they said my cancellation missed the
5 business day cutoff before next billing cycle therefore it was still good
until April & the unfortunately could not provide me a full refund
Feb - Received an email from LAFitness stating my membership was
still active and expired in April
16 Feb - Showed up in person to cancel 7-day trial on the spot
per Manager’s guidance; however his co-worker provided me instructions for
cancelling a regular membership and confiscated key tag
12 Feb - Worked out at LAFitness
10 Feb - Signed up for a 7-day trial and worked out at LAFitness
Thank you,
[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]
Dear [redacted], We have a few promotion that are sent out in different markets but want to assure you that in all cases you would have received the best price at that time. Your membership is a family membership and the $99 initiation would cover the two persons on the membership working out to...
$49.50 each. I am more that happy to take a look at the promotional material. If you would so kind as to capture a image and send to this email so I can check the details of that particular flyer and make sure if your are indeed due a refund we will process for you. Regards [redacted] Just a FYI I called you but your voice mail is full. [redacted]LA Fitness Int.District Operations ManagerPA NJ MD VA DC
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.
I would have accepted the response of the terms, except I know that they have not cancelled the account. I get a notification on my phone every time LA Fitness tries to deduct money from my card on file, and they have tried every day since I got a call from them about my complaint. Just cancel the account and this can all be resolved. I am sure someone meant to cancel the account, but someone somewhere in the chain of business structure is still trying to collect money from me. Maybe it is an automated system? I have no idea. I appreciate them willing to resolve this and will accept once I get an explanation of why they keep trying to collect.
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.
Thank you for your assistance in resolution of this issue in a timely and fair manner
Best wishes for the holiday season
[redacted]
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.Again, I was never contacted in regards to these sessions and I refuse to step foot into an LA Fitness again. I tried numerous times to work this out and I'm not accepting no as an answer. I paid money that I worked very hard for because I was told I would never have an issue getting a trainer and when I did I tried to find out how to use them at another club so this didn't happen and no one ever contacted me. Regards,[redacted]
Management spoke to [redacted] regarding the cancellation of [redacted] monthly billed membership. He states he intended to cancel both memberships at the same time. Due to no usage since his cancellation date we have issued a refund in the amount of $129.75 back to the [redacted]. Refunds...
take about 5-7 business days to be refunded. Member is satisfied. Thank you
Management spoke to [redacted] on 3/20/15 regarding the yearly enhancement fee she was billed on 12/12/14 in the amount of 25.00. We explained to [redacted] that she has been charged this fee every year due to the [redacted] membership she originally joined with. Member did not want to...
cooperate in regards to providing proof she has never been charged prior to 2014. After much discussion we have removed the fee and refunded the $25.00 back to the checking account on file. Member is satisfied. Thank you.