Management has made several attempts to contact [redacted] regarding her concerns with her fitness membership. We have yet to receive a return call and encourage her to do so. Thank you.
Corporate management contacted [redacted] via telephone and discussed her frustration with the lack of responsiveness by the local staff when attempting to cancel her monthly billed membership. We apologize for the experience she had and in no way condone such alleged behavior. LA Fitness strives to provide excellent customer service to our members. We confirmed with [redacted] that her membership cancellation was completed on April 22, 2016 and a refund of $29.99 was completed on April 27, 2016 to the [redacted] on file. Thank you.
Management spoke to [redacted] and apologized for the experience she had when attempting to establish a pre-paid Signature membership. Management offered to renew [redacted]’s previously expired pre-paid annual Signature membership with an adjusted expiration date to reflect a full 12 months access to our locations. [redacted] declined our offer at this time. Additionally, we reviewed several current rates for Signature club memberships including both monthly and pre-paid options. [redacted] stated she would consider the rates and has the information for local management should she decide to take advantage of an available rate. Thank you.
Management spoke with Ms. [redacted] regarding her concerns. As a customer consideration, Management will a honor a $60.00 refund. Refunds typically could take up to 5-7 business days to complete and will be applied to the [redacted] Card on file. We believe this matter to be resolved. Thank you.
Management contacted [redacted] regarding his concerns with the amount being billed for his monthly dues membership. [redacted] states that a staff member, assisting him with updating the billing information on his account, offered a lower monthly rate than the rate listed on [redacted]’s current membership agreement.
Local and corporate management advised [redacted] that lowering the monthly rate for his membership would require a downgrade be processed, which includes a fee that differs based on the desired monthly rate. There is no history on [redacted]'s account that reflects a downgrade fee was processed.
As a courtesy, we have agreed to refund $29.99 back to the [redacted] Card on file. We have also provided [redacted] with the current available rates and downgrade fees should he decide to make a change to his monthly rate of $29.99. We now 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.Regards,[redacted]
[redacted] personal training membership was previously cancelled and he received credit for all of the payments from [redacted]. We have since cancelled [redacted] personal training membership as well. She received credit for $360.00 from [redacted] and we are in the process of...
refunding $369.00 (initial payment of $459.00 less $90.00 for 2 sessions used at $45.00 per session). Please allow 5-7 business days for the refund to post to the account
Our District Manager, [redacted]., has made several attempts to contact member to address her concerns but his messages have not been returned. We appreciate member’s feedback and apologize for her experience at our [redacted] location. However, the circumstance does not entitle her to a refund or...
to terminate the agreement and abandon her contractual obligations early without a fee. Nevertheless, rather than force our members to complete the entire term of their personal training agreement should their circumstances change (such as the financial hardship outlined by member), the agreement includes a voluntary cancelation provision, which affords our members the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the agreement. We are not contractually obligated to include such a provision, but we do so as a customer service consideration for our members for just such a circumstances. LA Fitness will honor this cancellation provision of member’s agreement should she elect to take advantage of it. Otherwise, we encourage her to return our District Manager’s call for further assistance.
Management spoke with Ms. [redacted] regarding her concerns. Ms. [redacted] was offered a 15 day pass and an apology from [redacted] and [redacted] Gm will activate Ms. [redacted] guest pass. We believe this matter to be resolved. Thank you.
LA Fitness cancelled the remaining term of member’s personal training agreement with no further billing or obligation. Please note that we are not contractually obligated to provide this remedy, but this is being done as a customer service consideration for our member. However, there is no refund owed on top of the consideration being provided.
Management spoke with Mr. [redacted] regarding his concerns. We apologize for the experience he had and in no way condone such behavior. LA Fitness strives to provide excellent customer service to our members. As a courtesy, we agreed to refund the last three months of freeze fees $20.00...
totaling $60.00. Refunds typically could take up to 5-7 business days to complete and will be applied to the [redacted] Card on file. We also offered Mr. [redacted] a complimentary freeze but he states that he will not be using the facility because he is relocating. We believe this matter to be resolved. Thank you.
Management has made several attempts to contact [redacted] to discuss his concerns regarding the membership of [redacted]. 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 records reflect that [redacted] purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 12 months, beginning 5/19/15 (the “Initial Term”). Member authorized a payment in the amount of $259.00 up front, which...
included the processing fee and payment for the first month of personal training sessions. Member further agreed to make 11 more payments, in the amount of $160.00 each, every month, beginning 6/19/15, for the remainder of the Initial Term. These terms are clearly and conspicuously set forth on page 1 of her agreement and she acknowledged her understanding of these billing terms by initialing the three separate sections outlining the payment schedule.
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. This Checklist was reviewed with her 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 30 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 a refund or to terminate the agreement and abandon her contractual obligations early without a fee. Member’s personal training agreement also 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 the voluntary cancellation provision of member’s personal training agreement 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.
Management spoke with Ms. [redacted] regarding her concerns. As a courtesy, Management will honor a cancellation of her paid in full membership and will process a prorated refund in the amount of $557.62. Refunds typically could take up to 5-7 business days to complete and will be applied to the...
[redacted] which was used payment. We believe this matter to be resolved. Thank you.
Management contacted member regarding experience at club with local management when member was informed of account balance and expiration. We advised member that upon joining, she agreed to the terms of a three year paid in full membership with set post dated payments. As a courtesy, we will allow...
member to pay the remaining balance on 5/2/16 and 6/2/16.
An exception was extended to member to allow usage of the club prior to full balance being collected. Member was assured that experience with staff at local location was addressed. Member is satisfied. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Have complained about this once before and was promised it would be corrected and it's happening once again. I have paid for the ability to reserve racquetball courts and cannot use the reservation system as advertised, and it has become obvious the courts are being reserved and BLOCKED OUT for "league" regardless of "league" being present each day or not, thereby blocking out my ability to reserve any court every weekday from as much as 1:30 PM to 9PM. I am also on league and know when league is present or not! Simply DO NOT BLOCK OUT COURTS when you do not have league present! This makes my ability to reserve the courts for any acceptable time impossible! Example, this coming week, nearly every weekday I can not reserve a court after 5PM to 7PM, and most week days there is nothing available from 1:30PM to 8:30PM, giving no value for what I"m paying extra for in order to reserve.I still would like the ability to reserve the courts, and I am happy to pay for it if the gym agrees to fairly block out the courts only when needed. But I believe NOW as this is the second time of my complaint I am now due a refund for many months (at least 1 year) of not being able to use the court privilege. Either that or allow me to have the court reserving privilege for free for life.
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 6/3/16 (the “Initial Term”). Member paid a total of $279.00 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 payments, in the amount of $180.00 each, every month, beginning 7/3/16, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule section of the 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 initial term of 12 months. This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature and initials on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response). Additionally, member’s personal training services agreement specifically provided him with a 30-day right to cancel if these terms did not match his understanding (or for any reason) for a full refund.
However, he did not take advantage of this option within the rescission period. Thus, under the clear and explicit terms of the Agreement, he is not entitled to terminate the Agreement and abandon his contractual obligations (which were very clearly spelled out for him and acknowledged by him) early without a fee.
However, as of the time of this response, member has disputed the payments with his bank and defaulted on the agreement term. Since it is apparent that he now has no intention to fulfill his contractual obligation to the remaining personal training agreement term, we have released him from this obligation to make the remaining payments due under his agreement.
Additionally, City Sports Club will not pursue him for the outstanding balance he currently owes on his personal training agreement. Please note that we are not contractually obligated to provide this remedy, but this is being done as a customer service consideration for our member.
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 has made several attempts to contact [redacted] regarding her concerns with her fitness membership. We have yet to receive a return call and encourage her to do so. Thank you.
Corporate management contacted [redacted] via telephone and discussed her frustration with the lack of responsiveness by the local staff when attempting to cancel her monthly billed membership. We apologize for the experience she had and in no way condone such alleged behavior. LA Fitness strives to provide excellent customer service to our members. We confirmed with [redacted] that her membership cancellation was completed on April 22, 2016 and a refund of $29.99 was completed on April 27, 2016 to the [redacted] on file. Thank you.
LA Fitness contacted member regarding her concerns. The remaining sessions have been added back and member has resumed with the service.
Management spoke to [redacted] and apologized for the experience she had when attempting to establish a pre-paid Signature membership. Management offered to renew [redacted]’s previously expired pre-paid annual Signature membership with an adjusted expiration date to reflect a full 12 months access to our locations. [redacted] declined our offer at this time. Additionally, we reviewed several current rates for Signature club memberships including both monthly and pre-paid options. [redacted] stated she would consider the rates and has the information for local management should she decide to take advantage of an available rate. Thank you.
Management spoke with Ms. [redacted] regarding her concerns. As a customer consideration, Management will a honor a $60.00 refund. Refunds typically could take up to 5-7 business days to complete and will be applied to the [redacted] Card on file. We believe this matter to be resolved. Thank you.
Management contacted [redacted] regarding his concerns with the amount being billed for his monthly dues membership. [redacted] states that a staff member, assisting him with updating the billing information on his account, offered a lower monthly rate than the rate listed on [redacted]’s current membership agreement.
Local and corporate management advised [redacted] that lowering the monthly rate for his membership would require a downgrade be processed, which includes a fee that differs based on the desired monthly rate. There is no history on [redacted]'s account that reflects a downgrade fee was processed.
As a courtesy, we have agreed to refund $29.99 back to the [redacted] Card on file. We have also provided [redacted] with the current available rates and downgrade fees should he decide to make a change to his monthly rate of $29.99. We now 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.Regards,[redacted]
[redacted] personal training membership was previously cancelled and he received credit for all of the payments from [redacted]. We have since cancelled [redacted] personal training membership as well. She received credit for $360.00 from [redacted] and we are in the process of...
refunding $369.00 (initial payment of $459.00 less $90.00 for 2 sessions used at $45.00 per session). Please allow 5-7 business days for the refund to post to the account
LA Fitness extended the expiration date of the remaining sessions for another year.
Our District Manager, [redacted]., has made several attempts to contact member to address her concerns but his messages have not been returned. We appreciate member’s feedback and apologize for her experience at our [redacted] location. However, the circumstance does not entitle her to a refund or...
to terminate the agreement and abandon her contractual obligations early without a fee. Nevertheless, rather than force our members to complete the entire term of their personal training agreement should their circumstances change (such as the financial hardship outlined by member), the agreement includes a voluntary cancelation provision, which affords our members the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the agreement. We are not contractually obligated to include such a provision, but we do so as a customer service consideration for our members for just such a circumstances. LA Fitness will honor this cancellation provision of member’s agreement should she elect to take advantage of it. Otherwise, we encourage her to return our District Manager’s call for further assistance.
Management spoke with Ms. [redacted] regarding her concerns. Ms. [redacted] was offered a 15 day pass and an apology from [redacted] and [redacted] Gm will activate Ms. [redacted] guest pass. We believe this matter to be resolved. Thank you.
LA Fitness cancelled the remaining term of member’s personal training agreement with no further billing or obligation. Please note that we are not contractually obligated to provide this remedy, but this is being done as a customer service consideration for our member. However, there is no refund owed on top of the consideration being provided.
Management spoke with Mr. [redacted] regarding his concerns. We apologize for the experience he had and in no way condone such behavior. LA Fitness strives to provide excellent customer service to our members. As a courtesy, we agreed to refund the last three months of freeze fees $20.00...
totaling $60.00. Refunds typically could take up to 5-7 business days to complete and will be applied to the [redacted] Card on file. We also offered Mr. [redacted] a complimentary freeze but he states that he will not be using the facility because he is relocating. We believe this matter to be resolved. Thank you.
Management has made several attempts to contact [redacted] to discuss his concerns regarding the membership of [redacted]. 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 records reflect that [redacted] purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 12 months, beginning 5/19/15 (the “Initial Term”). Member authorized a payment in the amount of $259.00 up front, which...
included the processing fee and payment for the first month of personal training sessions. Member further agreed to make 11 more payments, in the amount of $160.00 each, every month, beginning 6/19/15, for the remainder of the Initial Term. These terms are clearly and conspicuously set forth on page 1 of her agreement and she acknowledged her understanding of these billing terms by initialing the three separate sections outlining the payment schedule.
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. This Checklist was reviewed with her 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 30 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 a refund or to terminate the agreement and abandon her contractual obligations early without a fee. Member’s personal training agreement also 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 the voluntary cancellation provision of member’s personal training agreement 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.
Management spoke with Ms. [redacted] regarding her concerns. As a courtesy, Management will honor a cancellation of her paid in full membership and will process a prorated refund in the amount of $557.62. Refunds typically could take up to 5-7 business days to complete and will be applied to the...
[redacted] which was used payment. We believe this matter to be resolved. Thank you.
Management contacted member regarding experience at club with local management when member was informed of account balance and expiration. We advised member that upon joining, she agreed to the terms of a three year paid in full membership with set post dated payments. As a courtesy, we will allow...
member to pay the remaining balance on 5/2/16 and 6/2/16.
An exception was extended to member to allow usage of the club prior to full balance being collected. Member was assured that experience with staff at local location was addressed. Member is satisfied. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Have complained about this once before and was promised it would be corrected and it's happening once again. I have paid for the ability to reserve racquetball courts and cannot use the reservation system as advertised, and it has become obvious the courts are being reserved and BLOCKED OUT for "league" regardless of "league" being present each day or not, thereby blocking out my ability to reserve any court every weekday from as much as 1:30 PM to 9PM. I am also on league and know when league is present or not! Simply DO NOT BLOCK OUT COURTS when you do not have league present! This makes my ability to reserve the courts for any acceptable time impossible! Example, this coming week, nearly every weekday I can not reserve a court after 5PM to 7PM, and most week days there is nothing available from 1:30PM to 8:30PM, giving no value for what I"m paying extra for in order to reserve.I still would like the ability to reserve the courts, and I am happy to pay for it if the gym agrees to fairly block out the courts only when needed. But I believe NOW as this is the second time of my complaint I am now due a refund for many months (at least 1 year) of not being able to use the court privilege. Either that or allow me to have the court reserving privilege for free for life.
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 6/3/16 (the “Initial Term”). Member paid a total of $279.00 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 payments, in the amount of $180.00 each, every month, beginning 7/3/16, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule section of the 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 initial term of 12 months. This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature and initials on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response). Additionally, member’s personal training services agreement specifically provided him with a 30-day right to cancel if these terms did not match his understanding (or for any reason) for a full refund.
However, he did not take advantage of this option within the rescission period. Thus, under the clear and explicit terms of the Agreement, he is not entitled to terminate the Agreement and abandon his contractual obligations (which were very clearly spelled out for him and acknowledged by him) early without a fee.
However, as of the time of this response, member has disputed the payments with his bank and defaulted on the agreement term. Since it is apparent that he now has no intention to fulfill his contractual obligation to the remaining personal training agreement term, we have released him from this obligation to make the remaining payments due under his agreement.
Additionally, City Sports Club will not pursue him for the outstanding balance he currently owes on his personal training agreement. Please note that we are not contractually obligated to provide this remedy, but this is being done as a customer service consideration for our member.
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]