Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 12 months, beginning 2/2/16 (the “Initial Term”). Member paid a total of $509.00 up front, which included the enrollment fee of $99.00, processing fee...
of $50.00 and $360.00 for the first month of personal training sessions. She further agreed to make 11 more payments, in the amount of $360.00 each, for 8 sessions every month, beginning 3/2/16, for the remainder of the Initial Term. Member returned on 2/5/16 because she wanted to lower her initial first month payment (which included with enrollment and processing fees) to fit within her budget but she still wanted to train 8 times per month at the $360.00 per month rate. Member’s personal training services agreement specifically provided her with a 3-day right to cancel, for any reason.
Thus, in order to accomplish what member had requested, her original agreement was cancelled and she signed up on a new agreement. The new agreement was also for a minimum initial term of 12 months, beginning 2/5/16. Member paid a total of $284.00 up front, which included the enrollment fee of $99.00, processing fee of $50.00 and $135.00 for the first month of 3 personal training sessions. The same day, member upgraded that new agreement from $135.00 for 3 sessions per month to $360.00 for 8 sessions per month with the monthly rate of $360.00 beginning 3/5/16 (copies of both agreements and the upgrade authorization are included with this response).
However, member did not request cancel the new agreement within the 3-day right afforded to her. Thus, under the clear and explicit terms of the new agreement, she is not entitled to terminate the agreement and abandon her contractual obligations early without a fee. If member no longer wishes to continue with her valid agreement, her 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. LA Fitness will honor the voluntary cancellation provision of the 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 has made several attempts to contact Ms. [redacted] regarding the cancelation of her monthly billed membership.
We have yet to receive a return call. Per Ms. [redacted]’s request we have processed an immediate cancellation effective 10/15/14 and no further billing
will occur...
and the balance of $35.20 has been waived and no further balance will be owed. We believe this issue to be resolved at this time.
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 has made attempts to contact Mr. [redacted] to discuss his concerns. However, we have not received a returned call. Management as a courtesy agreed to cancel his membership and ensured no further billing. Should Mr. [redacted] wish discuss further, we encourage member to call us. We believe...
To whom it may concern, I just received an email from Revdex.com saying that the case is closed because Revdex.com didn't...
hear from me.I want to clarify the business did call me and resolved the issue and I am very satisfied with the result. The complaint ID is [redacted].Thank you very much for your assistance. I didn't receive any emails asking for my inputs regarding the complaint. I want to make sure to let you know that I am satisfied with the outcome even if the case is already closed. Maybe you can change the corresponding Revdex.com Review.Thank you again for your help! Best,[redacted]
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.
Member purchased personal training services pursuant to a signed, written agreement. The agreement was for a minimum of 52 weeks, beginning 7/24/14 (the “Initial Term”). At the time of the sale, he paid a total of $459.00, which included the enrollment fee, processing fee and payment for the first...
four weeks of sessions. He further agreed to make 12 more payments, in the amount of $360.00, every four weeks, beginning 8/21/14. These terms are clearly outlined on page 1 of his agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule. Additionally, his personal training agreement includes a voluntary cancelation provision, which affords him the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the agreement. This provision is clearly outlined on page 2 of 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, the initial term of 52 weeks and the voluntary cancelation 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). His personal training services agreement specifically provided him with a 10-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, he is not entitled to a refund or terminate the agreement early without a fee. It should also be noted that member’s personal training agreement includes a provision that allows him to terminate the agreement early if he becomes physically unable to avail himself of a substantial portion of the services which he used from the commencement of the agreement until the time of disability. Such a cancellation shall be authorized by member upon his furnishing a certification of such disability by a physician. LA Fitness will honor either of these cancellation provisions in member’s personal training agreement should he elect to take advantage of them. Otherwise, he should be expected to honor his agreement as LA Fitness stands ready to provide the services for which he contracted.
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.
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've already paid two months that I was not able to use. I don't want to pay another dollar waiting for a response. My experience with corporate was so horrific that I'm no longer interested in their services.
Regards,[redacted]
Management has made several attempts to contact Mr. [redacted] to discuss his Revdex.com rebuttal. However, we have not received a returned call. Our previous response still stands. Management and Mr. [redacted] had agreed to a four month refund, membership belonging to his wife. We canceled both memberships to prevent further billings. Mr. [redacted] is not entitled to any more refunds. No further action will be taken. Thank you.
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 spoke to [redacted] regarding his complaint. [redacted] will be taking a class this Saturday. Should [redacted] have any further concerns management provided her phone listed in the Email he received. We believe this matter to be resolved. Thank you.
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 2/21/16 (the “Initial Term”). Member paid a total of $230.00 up front, which included the processing fee and payment...
for the first month of personal training services. She further agreed to make 11 more payments, in the amount of $180.00 each, every month, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule section of the 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.
This provision is clearly outlined on page 2 of her Agreement. In addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that he 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). 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 was not entitled to terminate the Agreement and abandon her contractual obligations (which were very clearly spelled out for her and acknowledged by her) early without a fee. There is no provision in member’s personal training agreement that allows her to downgrade or change the terms of the Agreement before the end of the Initial Term. If member no longer wishes to continue with her valid Agreement, her Agreement include 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 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 ***, 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.
Management spoke to [redacted] on 5/8/15 regarding receiving guest passes at the time of joining for her and [redacted]. We advised [redacted] we do not provide 3 month guest passes to our members. In order to compensate for being misinformed we offered to extend her expiration date 3 months...
for herself and [redacted] to allow usage. [redacted] accepted and [redacted] will activate the time at a later date. Member 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.
In their response, the company states that the director explained the cancellation policy from page 2. However, she did not explain this accurately to me. Instead, she misinformed me of that policy and said the cancellation fee would be the rest of the month plus an additional $200. This was not the correct information and is dishonest customer service. By refusing to acknowledge that their employee gave a customer the wrong information, the company condones dishonesty and lack of integrity. This is not the first time this company has been misleading and dishonest to their customers, as evidenced by the multiple similar complaints. I no longer live close to a LA fitness gym, there is no reason for me to have personal training sessions. Also, I cannot afford personal training sessions. I am not satisfied with this response, the compliant was not addressed.
Sincerely,[redacted]
Management contacted [redacted] regarding the updating of his billing information on his monthly billed fitness membership. The billing information has been updated and no further issues should occur.[redacted] stated he incurred an overdraft fee and we apologize for any inconvenience this might have...
caused. As a courtesy a refund in the amount of $32.09 has been refunded back to the [redacted] card on file. We believe this matter to be resolved. Thank you
Management spoke to [redacted] on 6/12/15 regarding the cancellation of her monthly billed membership. Per her request an immediate cancellation has been processed and a refund in the amount of $104.97 has been refunded back to the Visa card. Refunds take about 5-7 business days to be refunded....
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 12 months, beginning 2/2/16 (the “Initial Term”). Member paid a total of $509.00 up front, which included the enrollment fee of $99.00, processing fee...
of $50.00 and $360.00 for the first month of personal training sessions. She further agreed to make 11 more payments, in the amount of $360.00 each, for 8 sessions every month, beginning 3/2/16, for the remainder of the Initial Term. Member returned on 2/5/16 because she wanted to lower her initial first month payment (which included with enrollment and processing fees) to fit within her budget but she still wanted to train 8 times per month at the $360.00 per month rate. Member’s personal training services agreement specifically provided her with a 3-day right to cancel, for any reason.
Thus, in order to accomplish what member had requested, her original agreement was cancelled and she signed up on a new agreement. The new agreement was also for a minimum initial term of 12 months, beginning 2/5/16. Member paid a total of $284.00 up front, which included the enrollment fee of $99.00, processing fee of $50.00 and $135.00 for the first month of 3 personal training sessions. The same day, member upgraded that new agreement from $135.00 for 3 sessions per month to $360.00 for 8 sessions per month with the monthly rate of $360.00 beginning 3/5/16 (copies of both agreements and the upgrade authorization are included with this response).
However, member did not request cancel the new agreement within the 3-day right afforded to her. Thus, under the clear and explicit terms of the new agreement, she is not entitled to terminate the agreement and abandon her contractual obligations early without a fee. If member no longer wishes to continue with her valid agreement, her 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. LA Fitness will honor the voluntary cancellation provision of the 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 has made several attempts to contact Ms. [redacted] regarding the cancelation of her monthly billed membership.
We have yet to receive a return call. Per Ms. [redacted]’s request we have processed an immediate cancellation effective 10/15/14 and no further billing
will occur...
and the balance of $35.20 has been waived and no further balance will be owed. We believe this issue to be resolved at this time.
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 has made attempts to contact Mr. [redacted] to discuss his concerns. However, we have not received a returned call. Management as a courtesy agreed to cancel his membership and ensured no further billing. Should Mr. [redacted] wish discuss further, we encourage member to call us. We believe...
this matter to be resolved. Thank you.
To whom it may concern, I just received an email from Revdex.com saying that the case is closed because Revdex.com didn't...
hear from me.I want to clarify the business did call me and resolved the issue and I am very satisfied with the result. The complaint ID is [redacted].Thank you very much for your assistance. I didn't receive any emails asking for my inputs regarding the complaint. I want to make sure to let you know that I am satisfied with the outcome even if the case is already closed. Maybe you can change the corresponding Revdex.com Review.Thank you again for your help! Best,[redacted]
LA Fitness extended the expiration date of the remaining sessions for another year.
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.
Member purchased personal training services pursuant to a signed, written agreement. The agreement was for a minimum of 52 weeks, beginning 7/24/14 (the “Initial Term”). At the time of the sale, he paid a total of $459.00, which included the enrollment fee, processing fee and payment for the first...
four weeks of sessions. He further agreed to make 12 more payments, in the amount of $360.00, every four weeks, beginning 8/21/14. These terms are clearly outlined on page 1 of his agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule. Additionally, his personal training agreement includes a voluntary cancelation provision, which affords him the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the agreement. This provision is clearly outlined on page 2 of 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, the initial term of 52 weeks and the voluntary cancelation 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). His personal training services agreement specifically provided him with a 10-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, he is not entitled to a refund or terminate the agreement early without a fee. It should also be noted that member’s personal training agreement includes a provision that allows him to terminate the agreement early if he becomes physically unable to avail himself of a substantial portion of the services which he used from the commencement of the agreement until the time of disability. Such a cancellation shall be authorized by member upon his furnishing a certification of such disability by a physician. LA Fitness will honor either of these cancellation provisions in member’s personal training agreement should he elect to take advantage of them. Otherwise, he should be expected to honor his agreement as LA Fitness stands ready to provide the services for which he contracted.
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.
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've already paid two months that I was not able to use. I don't want to pay another dollar waiting for a response. My experience with corporate was so horrific that I'm no longer interested in their services.
Regards,[redacted]
Management has made several attempts to contact Mr. [redacted] to discuss his Revdex.com rebuttal. However, we have not received a returned call. Our previous response still stands. Management and Mr. [redacted] had agreed to a four month refund, membership belonging to his wife. We canceled both memberships to prevent further billings. Mr. [redacted] is not entitled to any more refunds. No further action will be taken. Thank you.
Member's remaining sessions have been added back and are available for him to utilize.
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 spoke to [redacted] regarding his complaint. [redacted] will be taking a class this Saturday. Should [redacted] have any further concerns management provided her phone listed in the Email he received. We believe this matter to be resolved. Thank you.
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 2/21/16 (the “Initial Term”). Member paid a total of $230.00 up front, which included the processing fee and payment...
for the first month of personal training services. She further agreed to make 11 more payments, in the amount of $180.00 each, every month, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule section of the 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.
This provision is clearly outlined on page 2 of her Agreement. In addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that he 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). 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 was not entitled to terminate the Agreement and abandon her contractual obligations (which were very clearly spelled out for her and acknowledged by her) early without a fee. There is no provision in member’s personal training agreement that allows her to downgrade or change the terms of the Agreement before the end of the Initial Term. If member no longer wishes to continue with her valid Agreement, her Agreement include 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 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 ***, 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.
Management spoke to [redacted] on 5/8/15 regarding receiving guest passes at the time of joining for her and [redacted]. We advised [redacted] we do not provide 3 month guest passes to our members. In order to compensate for being misinformed we offered to extend her expiration date 3 months...
for herself and [redacted] to allow usage. [redacted] accepted and [redacted] will activate the time at a later date. Member 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.
In their response, the company states that the director explained the cancellation policy from page 2. However, she did not explain this accurately to me. Instead, she misinformed me of that policy and said the cancellation fee would be the rest of the month plus an additional $200. This was not the correct information and is dishonest customer service. By refusing to acknowledge that their employee gave a customer the wrong information, the company condones dishonesty and lack of integrity. This is not the first time this company has been misleading and dishonest to their customers, as evidenced by the multiple similar complaints. I no longer live close to a LA fitness gym, there is no reason for me to have personal training sessions. Also, I cannot afford personal training sessions. I am not satisfied with this response, the compliant was not addressed.
Sincerely,[redacted]
Management contacted [redacted] regarding the updating of his billing information on his monthly billed fitness membership. The billing information has been updated and no further issues should occur.[redacted] stated he incurred an overdraft fee and we apologize for any inconvenience this might have...
caused. As a courtesy a refund in the amount of $32.09 has been refunded back to the [redacted] card on file. We believe this matter to be resolved. Thank you
Management spoke to [redacted] on 6/12/15 regarding the cancellation of her monthly billed membership. Per her request an immediate cancellation has been processed and a refund in the amount of $104.97 has been refunded back to the Visa card. Refunds take about 5-7 business days to be refunded....
Member is satisfied. Thank you