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.
Our Area Manager contacted member regarding her concerns and she will be working with him and the club's Personal Training Director to schedule her personal training sessions.
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
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]
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.
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
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 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
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 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.
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]
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]
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.
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
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]
Management contacted Mrs. [redacted] regarding her concerns with the rate and access on her monthly dues membership. Mrs. [redacted] states that she was a previous member and when registering for a new membership selected the single club access with the intent to later adjust to multi club access....
Both management and local staff informed Mrs. [redacted] of our standard upgrade rates and options, including the one-time upgrade fee and increase in her monthly dues based on the request to adjust her access to multi club. As a courtesy, we agreed to honor a current new member promotional rate in lieu of the standard upgrade rates. Additionally, Mrs. [redacted] will only need to pay $40 to upgrade, which is the difference of the initiation fee she paid at sign up and the new member initiation fee, and her monthly rate will adjust to $29.99. The paperwork necessary to process this change is available for Mrs. [redacted] to complete at our Bothell-220th St SE location. Once completed we will be able to move forward with the adjustments. 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]
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
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.
LA Fitness has been in contact with member regarding her concerns and we downgraded her personal training program back to $135.00 per month.
Our Area Manager contacted member regarding her concerns and she will be working with him and the club's Personal Training Director to schedule her personal training sessions.
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
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]
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.
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
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 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
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 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.
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]
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]
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.
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
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]
Management contacted Mrs. [redacted] regarding her concerns with the rate and access on her monthly dues membership. Mrs. [redacted] states that she was a previous member and when registering for a new membership selected the single club access with the intent to later adjust to multi club access....
Both management and local staff informed Mrs. [redacted] of our standard upgrade rates and options, including the one-time upgrade fee and increase in her monthly dues based on the request to adjust her access to multi club. As a courtesy, we agreed to honor a current new member promotional rate in lieu of the standard upgrade rates. Additionally, Mrs. [redacted] will only need to pay $40 to upgrade, which is the difference of the initiation fee she paid at sign up and the new member initiation fee, and her monthly rate will adjust to $29.99. The paperwork necessary to process this change is available for Mrs. [redacted] to complete at our Bothell-220th St SE location. Once completed we will be able to move forward with the adjustments. 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]
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