Bureau: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.
From:[redacted]Date: Sat, Mar 19, 2016 at 12:01 PMSubject: Re: You have a new message from the Revdex.comTo: Revdex.com[redacted]
I DO NOT wish to close this complaint as I am far from satisfied with LA Fitness managements attempt to mis-quote me.
And, although their manager, [redacted] did phone me I reiterated to him just how dissatisfied I am that the hot tub (spa) has been unavailable 80% of the time since I have been a member and he agreed with my assessment and responded that he would look into it. At no point in our conversation did I indicate to him that I am satisfied or that the matter has been resolved to my satisfaction. As well, I resent [redacted] attempt to put words in my mouth, and his reference to "pool repairs" in order to deflect the attention of my complaint from the real issue of the hot tub.
I visited the LA Fitness facility in [redacted] last week and found the pool area there closed for repairs also. Therefore, this seems to be a more wide spread problem than just the [redacted] club and from my observations they seem to continue to take on new members while veiling the problem. To me, this borders on fraud.
Best 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.In their only response to this after a long period of time, they say they are still charging me a month to month fee? On the phone before I started the Revdex.com complaint "management" told me that they had canceled my erroneous membership and would send me confirmation to my email, that cancellation has never arrived in my email. This is the type of grossly incompetent service that LA Fitness is known for. I do not have a membership with LA Fitness. I do keep getting emails stating they want my business back. I would like a name of the person who keeps screwing this situation up. Not to mention the amount of $64.10 billed for my ONE MONTH GYM PASS wasn't a membership fee, and that's not what is charged each month to members, it's $30 a month-which proves they are lying. I also want confirmation that they cancelled their con artist membership contract. Regards,[redacted]
Our District Operations Manager contacted [redacted] regarding her continued concerns related to her Personal Training Agreement. To resolve this matter, we have agreed to honor a termination of the Personal Training Agreement. The cancellation was completed on 10/28/2016. A refund of in the amount of $2030.40 was processed back to the [redacted] on file. Refunds typically take 5-7 business dates to complete.
We believe this resolves the matter, but please advise if we can be of further assistance.
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 spoke to [redacted] on 2/27/15 regarding his annually billed membership. We agreed to allow [redacted] to pay back renewal fees in the amount of $335.40. Member agreed and his annually billed membershipwill resume on December 12th of each year at the $167.70 rate. Member...
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.
LA Fitness refuse to take responsibility for their salesman fraudulent acts. Nothing in this statement mentions any checklist that a salesman has to go through inform the member of all the rules. What kind of customer service is you signed the document and that's it?!? Look how little the writing is! Nothing is stopping the salesmen from saying one thing to get you to sign a contract and then you are stuck! Why would I pay over $600 for nothing?!? Seriously, this is resolution? Not one that would I accept.
Regards,
[redacted]
Member renewed her membership today and her remaining personal training sessions are available for her to use. We apologize if there way any confusion for any inconvenience it may have caused.
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] and we have not received a return call. Per his request a refund in the amount of $43.25 has been refunded back to the [redacted]. Refunds take about 5-7 business days to be refunded. We believe this matter to be resolved. Thank you
Our Membership Policies and Club Rules and Regulations, which are part of the membership agreement signed by [redacted], clearly state that no Member or guest may coach or train other Members or guests (as solely determined by LA Fitness). Members may not engage in any business or...
enterprise while at the LA Fitness clubs.
Due to the fact [redacted] is also a former employee, like most health clubs, LA Fitness does not permit its members to provide personal training services to other members, as it creates a conflict of interest and utilizes our equipment and space to compete against us. Prior to taking the step of revoking [redacted]'s membership, this policy was explained to [redacted]. He was given warnings and an opportunity to cease these types of activity.
However, [redacted] chose to ignore these warnings. Thus, after an investigation and a discussion with [redacted] on December 31, 2015 it was determined necessary to discontinue his membership privileges. The decision to revoke a membership is never taken lightly, but found to be necessary in this case. Notably, the LA Fitness membership agreement affords us the right to cancel a membership at any time for any reason, so there has been no violation of his contractual rights. Accordingly, for the reasons summarized above, we are simply choosing to exercise this right pursuant to his membership agreement. A full refund in the amount of $137.59 has been refunded back to the [redacted] card. Thank you.
LA Fitness did not provide adequate information as to why the [redacted] Club has not yet opened. When I joined I was told that the Club would open on December 20, 2014. It has not opened yet. But, LA Fitness charged me on 10/14/2014, $ 102.73 out of my [redacted] account. I can not get an email from LA Fitness and have no idea when they will open. I feel I am entitled a credit to my account for the time that LA Fitness has had my money and I have not received anything for their use of my money. I insist on getting an email from LA Fitness here in [redacted] about when their club will open on [redacted] and how much credit I will receive.
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
That is completely untrue and unacceptable! Only once someone named [redacted] claiming to be district manager for [redacted] called me on February 15 and left a message. I returned his call 5 times never once he picked up the phone and every time I left a message asking to call me back. However, never once he returned my call. If I don't get a resolution I will be calling to corporate offices and escalating this issue with his management. [redacted] does not seem doing his job.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]
Management has made several attempts to contact [redacted] regarding the cancellation of her monthly billed fitness membership. We encourage her to return our call to discuss her concerns further. 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.
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]
Our previous response still stands.[redacted] complaint arise from several incidents that occurred in our [redacted] location. Based solely on [redacted] misconduct at that time, we revoked his membership in accordance with the standard terms of his LA Fitness membership agreement effective 1/19/2015. In particular, those terms clearly state that “During Club use, all Members and guests will refrain from engaging in loud, foul or slanderous language or molesting, badgering or harassing other Members or club employees, agents and contractors. Threatening or violent conduct is prohibited.” Please note that LA Fitness does not take any pleasure in revoking the membership of a paying customer, and we will only do so when justified and warranted, as in this case. In addition, [redacted] was advised of this decision and the reasons for it. While he may disagree with LA Fitness’s decision, we firmly believe that it was in the best interests of our other customers, guests and employees. A full refund has been issued in the amount of $59.90 back to the [redacted] Card. 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 emailed Mr. [redacted] and have made several attempts to contact him to discuss his concerns. However, we have not received a return call. LA Fitness provides members with the option to cancel their membership at any location between the hours of 9AM-5PM Monday through Friday, but we...
strongly encourage that members mail in a written cancellation request via certified mail to ensure return-receipt. This cancellation policy is not designed to make it difficult for our members to cancel, but rather to ensure cancellations are handled properly. Mr. [redacted] states that he previously attempted to cancel his membership, but LA Fitness did not have a record of such a cancellation. For that reason, the monthly billing continued on his account, unsuccessfully for June and July’s monthly dues, which is why he was contacted about an overdue balance. Nevertheless, as a courtesy, a cancellation was completed on his membership, the balance of $63.42 has been waived and a refund of $80.13 is being processed back to the Visa card on file. Mr. [redacted]’s account is cancelled in good standings, so he will no longer receive any calls regarding a balance due. We believe this matter to be resolved. Thank you.
Management spoke to [redacted] on 4/17/15 regarding the cancellation of his monthly billed membership. An immediate cancellation has been processed and no further billing will occur. The balance in the amount of $49.22 has been waived. Member is satisfied. Thank you
Better Business...
Bureau: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.
From:[redacted]Date: Sat, Mar 19, 2016 at 12:01 PMSubject: Re: You have a new message from the Revdex.comTo: Revdex.com[redacted]
I DO NOT wish to close this complaint as I am far from satisfied with LA Fitness managements attempt to mis-quote me.
And, although their manager, [redacted] did phone me I reiterated to him just how dissatisfied I am that the hot tub (spa) has been unavailable 80% of the time since I have been a member and he agreed with my assessment and responded that he would look into it. At no point in our conversation did I indicate to him that I am satisfied or that the matter has been resolved to my satisfaction. As well, I resent [redacted] attempt to put words in my mouth, and his reference to "pool repairs" in order to deflect the attention of my complaint from the real issue of the hot tub.
I visited the LA Fitness facility in [redacted] last week and found the pool area there closed for repairs also. Therefore, this seems to be a more wide spread problem than just the [redacted] club and from my observations they seem to continue to take on new members while veiling the problem. To me, this borders on fraud.
Best 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.In their only response to this after a long period of time, they say they are still charging me a month to month fee? On the phone before I started the Revdex.com complaint "management" told me that they had canceled my erroneous membership and would send me confirmation to my email, that cancellation has never arrived in my email. This is the type of grossly incompetent service that LA Fitness is known for. I do not have a membership with LA Fitness. I do keep getting emails stating they want my business back. I would like a name of the person who keeps screwing this situation up. Not to mention the amount of $64.10 billed for my ONE MONTH GYM PASS wasn't a membership fee, and that's not what is charged each month to members, it's $30 a month-which proves they are lying. I also want confirmation that they cancelled their con artist membership contract. Regards,[redacted]
Our District Operations Manager contacted [redacted] regarding her continued concerns related to her Personal Training Agreement. To resolve this matter, we have agreed to honor a termination of the Personal Training Agreement. The cancellation was completed on 10/28/2016. A refund of in the amount of $2030.40 was processed back to the [redacted] on file. Refunds typically take 5-7 business dates to complete.
We believe this resolves the matter, but please advise if we can be of further assistance.
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 spoke to [redacted] on 2/27/15 regarding his annually billed membership. We agreed to allow [redacted] to pay back renewal fees in the amount of $335.40. Member agreed and his annually billed membershipwill resume on December 12th of each year at the $167.70 rate. 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.
LA Fitness refuse to take responsibility for their salesman fraudulent acts. Nothing in this statement mentions any checklist that a salesman has to go through inform the member of all the rules. What kind of customer service is you signed the document and that's it?!? Look how little the writing is! Nothing is stopping the salesmen from saying one thing to get you to sign a contract and then you are stuck! Why would I pay over $600 for nothing?!? Seriously, this is resolution? Not one that would I accept.
Regards,
[redacted]
Member renewed her membership today and her remaining personal training sessions are available for her to use. We apologize if there way any confusion for any inconvenience it may have caused.
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] and we have not received a return call. Per his request a refund in the amount of $43.25 has been refunded back to the [redacted]. Refunds take about 5-7 business days to be refunded. We believe this matter to be resolved. Thank you
Our Membership Policies and Club Rules and Regulations, which are part of the membership agreement signed by [redacted], clearly state that no Member or guest may coach or train other Members or guests (as solely determined by LA Fitness). Members may not engage in any business or...
enterprise while at the LA Fitness clubs.
Due to the fact [redacted] is also a former employee, like most health clubs, LA Fitness does not permit its members to provide personal training services to other members, as it creates a conflict of interest and utilizes our equipment and space to compete against us. Prior to taking the step of revoking [redacted]'s membership, this policy was explained to [redacted]. He was given warnings and an opportunity to cease these types of activity.
However, [redacted] chose to ignore these warnings. Thus, after an investigation and a discussion with [redacted] on December 31, 2015 it was determined necessary to discontinue his membership privileges. The decision to revoke a membership is never taken lightly, but found to be necessary in this case. Notably, the LA Fitness membership agreement affords us the right to cancel a membership at any time for any reason, so there has been no violation of his contractual rights. Accordingly, for the reasons summarized above, we are simply choosing to exercise this right pursuant to his membership agreement. A full refund in the amount of $137.59 has been refunded back to the [redacted] card. Thank you.
LA Fitness did not provide adequate information as to why the [redacted] Club has not yet opened. When I joined I was told that the Club would open on December 20, 2014. It has not opened yet. But, LA Fitness charged me on 10/14/2014, $ 102.73 out of my [redacted] account. I can not get an email from LA Fitness and have no idea when they will open. I feel I am entitled a credit to my account for the time that LA Fitness has had my money and I have not received anything for their use of my money. I insist on getting an email from LA Fitness here in [redacted] about when their club will open on [redacted] and how much credit I will receive.
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
That is completely untrue and unacceptable! Only once someone named [redacted] claiming to be district manager for [redacted] called me on February 15 and left a message. I returned his call 5 times never once he picked up the phone and every time I left a message asking to call me back. However, never once he returned my call. If I don't get a resolution I will be calling to corporate offices and escalating this issue with his management. [redacted] does not seem doing his job.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]
Management has made several attempts to contact [redacted] regarding the cancellation of her monthly billed fitness membership. We encourage her to return our call to discuss her concerns further. 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.
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]
Our previous response still stands.[redacted] complaint arise from several incidents that occurred in our [redacted] location. Based solely on [redacted] misconduct at that time, we revoked his membership in accordance with the standard terms of his LA Fitness membership agreement effective 1/19/2015. In particular, those terms clearly state that “During Club use, all Members and guests will refrain from engaging in loud, foul or slanderous language or molesting, badgering or harassing other Members or club employees, agents and contractors. Threatening or violent conduct is prohibited.” Please note that LA Fitness does not take any pleasure in revoking the membership of a paying customer, and we will only do so when justified and warranted, as in this case. In addition, [redacted] was advised of this decision and the reasons for it. While he may disagree with LA Fitness’s decision, we firmly believe that it was in the best interests of our other customers, guests and employees. A full refund has been issued in the amount of $59.90 back to the [redacted] Card. 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 emailed Mr. [redacted] and have made several attempts to contact him to discuss his concerns. However, we have not received a return call. LA Fitness provides members with the option to cancel their membership at any location between the hours of 9AM-5PM Monday through Friday, but we...
strongly encourage that members mail in a written cancellation request via certified mail to ensure return-receipt. This cancellation policy is not designed to make it difficult for our members to cancel, but rather to ensure cancellations are handled properly. Mr. [redacted] states that he previously attempted to cancel his membership, but LA Fitness did not have a record of such a cancellation. For that reason, the monthly billing continued on his account, unsuccessfully for June and July’s monthly dues, which is why he was contacted about an overdue balance. Nevertheless, as a courtesy, a cancellation was completed on his membership, the balance of $63.42 has been waived and a refund of $80.13 is being processed back to the Visa card on file. Mr. [redacted]’s account is cancelled in good standings, so he will no longer receive any calls regarding a balance due. We believe this matter to be resolved. Thank you.
Management spoke to [redacted] on 4/17/15 regarding the cancellation of his monthly billed membership. An immediate cancellation has been processed and no further billing will occur. The balance in the amount of $49.22 has been waived. Member is satisfied. Thank you