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.
I did receive an email saying I still had an outstanding balance, but from hopefully they will follow through on their note about waiving the balance.
Regards,
[redacted] </
Management has made several attempts to contact [redacted] regarding his concerns with his monthly billed membership. We encourage [redacted]
to return our call to resolve any issues he might have. Thank you.
Member is upset because he attempted to cancel in February. He just noticed that he was still getting billed. Member seeking cancelation and money reimbursed from time of cancelation. Management honored cancelation and refunded March and April still pending. Reimbursement could take up to...
5-7 days once it clears our end. We believe this matter to be resolved.
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 52 weeks, beginning 8/25/14 (the “Initial Term”). He paid a total of $279.00 up front, which included the enrollment fee, processing fee and payment for the...
first four weeks of personal training sessions. He further agreed to make 12 more payments, in the amount of $180.00 each, every four weeks, beginning 9/22/14, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of members agreement and he acknowledged his understanding of these billing terms by initialing the 3 separate sections outlining the payment schedule. 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 half of the remaining balance due under the agreement. This provision is clearly outlined on page 2 of his agreement. In addition, her 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). There is no provision in member’s personal training agreement that allows him to freeze his training dues. His 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 to terminate the agreement early without a fee. If member no longer wishes to continue with his valid agreement, LA Fitness will honor the voluntary cancellation provision in member’s personal training agreement should he elect to take advantage of it. Otherwise, he should be expected to honor his agreement as LA Fitness stands ready to provide the services for which he contracted.
Mr. [redacted] expressed frustration with a recent experience with the staff at his local club. Mr. [redacted] states that after using the pool at our Garden City Park location, while using the locker room to shower, felt lightheaded and decided to return to the pool...
area to sit in a chair. Staff approached Mr. [redacted] while he was sitting in the pool area, after a female life guard on duty and another member with concerns made management aware that Mr. [redacted] was sitting in the coed pool area wearing only a towel. Our Membership Policies and Club Rules and Regulations, clearly state that Members and guests will abide by and fully comply with the LA Fitness dress code for proper attire on the Club premises. Thus, he was approached by staff regarding why he was wearing only a towel and eventually escorted back to the locker room. According to Mr. [redacted]’s complaint, a local staff member helped escort him to the locker room and discussed why he was approached and apologized if Mr. [redacted] felt the initial interaction by a different club employee was handled in an unprofessional manner. LA Fitness strives to provide excellent customer service to our members and in no way condones the alleged behavior that prompted Mr. [redacted]’s complaint. Management has been in contact with the local staff, at the Garden City Park location, to help with resolving Mr. [redacted]l’s concerns. Management has made multiple attempts to contact Mr. [redacted] to discuss his concerns. However, we have not received a return call. We encourage Mr. [redacted] to return our calls so we can adequately discuss this matter. Thank you.
Management contacted member regarding her concerns with her personal information. We assured member the situation would be addressed with all staff and that we consider personal information confidential. As a courtesy, we offered to process cancellation and refund one months of dues. Member...
declined. 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 9/3/15 (the “Initial Term”).
Member paid a total of $250.00 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 $200.00 each, every month,
beginning 10/3/15, 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 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 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 10 day right to cancel if these terms did not match her
understanding (or for any reason) for a full refund. However, she did not
exercise 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 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 in her Agreement
should she elect to take advantage of it. Otherwise, member should be expected
to honor her Agreement as LA Fitness stands ready to provide the services for
which she contracted.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have attempted to contact the LA Fitness Personal Training Director [redacted] directly on numerous occasions leaving messages. Due to the lack of response I called the LA Fitness customer service line, sent an email to the CEO/President as well as his direct report on July 11th. After speaking with Director of Customer Service on July 12th I was left with the assurance that the LA Fitness Eastern Regional Director would call me back to further discuss my concern.
Instead I received a phone message from [redacted] on behalf of LA Fitness. We called each other a few times leaving messages. The last call I returned I spoke with a member of the Personal Training staff July 17th requesting [redacted] to call me back.
My disappointment is around the lack of professionalism provided by LA Fitness staff for service that I am paying for. As a working mother my time is very important. My schedule like many others is reserved down to the minutes. I understand that things happen. However when you are paying for a service, this should not be acceptable without proper advance notice and is truly frustrating!
Please see the attached screen print of my activity log for the period of 3 months from the LA Fitness receptionist computer dated 7/11 when I checked into the facility. It saddens me to read in the LA Fitness email response that 7/7 and 7/11 were days being claimed I did not appear for training. Also when going through my mobile app or reviewing my LA Fitness account online these training records are no longer present.
This leads me to believe that the records of my training schedule have purposely been altered or erased by the LA Fitness staff. I’m requesting a full audit of the LA Fitness database to show the activities as it relates to my account.
Please note regardless if I attend the training session or not I am still responsible for payment of the sessions.
Along with this printed knowledge of activities taking place at LA Fitness I no longer feel this is a safe or trustworthy environment for me or my daughter’s childcare. I do not wish to accept the voluntary cancelation agreement stated due to LA Fitness neglect of honoring my contract. How can they provide additional free sessions during the month when they can’t keep up with or staff the scheduled ones? I value my time. I am also very hurt by the alteration of my personal LA Fitness records. I submit information as grounds for a refund from LA Fitness cancelling the contractual agreement early without a fee.Below are the following dates in June that I showed up to LA Fitness and no trainer was available (No Show No Call):
June 15th – [redacted]. – When I arrived and asked for [redacted] I was told he wasn’t there and no one had his number ; This was the first visit.
June 16th – [redacted] didn’t show; [redacted] apologized
June 21st – [redacted]
June 27th – [redacted]
June 28th – [redacted]
June 29th - [redacted]
July 7th - [redacted] stated I didn’t show; However, the screen print proves that I checked in
July 11th
There are additional dates that I could not attend training session and informed my personal trainer and paid for the session.
Regards,[redacted]
Management has made several attempts to contact [redacted] regarding his [redacted] membership and we have yet to receive a return call. According to our records we have contacted him several times in the pastto renew is yearly membership and he declined to do so. His membership is...
now expired as of 11/28/2012. No further action will be taken at this time. Should [redacted] wish to be a member with LA Fitness he will have to rejoin on a newmembership. Thank you.
It should be noted that, even after signing and initialing on a digital signature pad, hard copies of the Agreement and New Client Checklist were printed out and reviewed with member once more as acknowledged by her handwritten signature and initials once again on the hard copies. In addition, it is LA Fitness’ policy and practice to provide our members with a complete copy of their agreement at the time of enrollment. A copy of the Agreement was also included in the confirming e-mail member received on the day she enrolled (copies with member’s handwritten signature and the confirming e-mail are included with this response). Furthermore, member’s personal training services agreement specifically provided her with a 3-day right to cancel if these terms did not match her understanding (or for any reason) for a full refund. Thus, even if she felt she did not have sufficient time to read all of the information at the point of sale, she had an additional 3 days to review the Agreement. However, she did not take advantage of this option within the rescission period. Thus, under the clear and explicit terms of the Agreement, member is 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. As outlined in our initial response, if member no longer wishes to continue with her valid 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
Our District Vice President contacted member to address her concerns and she elected to continue with the service and the remaining personal training agreement term.
Management contacted [redacted] regarding her frustration with the lack of responsiveness by a club manager at the location where her membership was established. [redacted] stated that during the sign up process she requested her membership to include access to both[redacted] and [redacted]...
LA Fitness strives to provide excellent customer service to our members and we regret that she felt the access requested was not the terms included in the membership agreement she signed.
Management offered several options to [redacted] including leaving the family membership at the same rate and access, to cancel the membership with a refund, or to set up an individual membership with access to the [redacted] location at our current available rates. Management has made several attempts to follow up with [redacted] to verify which resolution option she would like to have processed.
However, we have not received a return call. We have provided [redacted] with direct contact information and we encourage her to return our call so we can adequately assist her.
Thank you.
If member no longer wishes to continue with the remaining term of her personal training 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. LA Fitness will honor this cancellation provision in her agreement should she elect to take advantage of it.
Otherwise, member should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
As stated, we accepted the one month refund, but we are still being penalized for the act of poorly trained employees.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
I did receive an email saying I still had an outstanding balance, but from hopefully they will follow through on their note about waiving the balance.
Regards,
[redacted] </
Management has made several attempts to contact [redacted] regarding his concerns with his monthly billed membership. We encourage [redacted]
to return our call to resolve any issues he might have. Thank you.
Member is upset because he attempted to cancel in February. He just noticed that he was still getting billed. Member seeking cancelation and money reimbursed from time of cancelation. Management honored cancelation and refunded March and April still pending. Reimbursement could take up to...
5-7 days once it clears our end. We believe this matter to be resolved.
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 52 weeks, beginning 8/25/14 (the “Initial Term”). He paid a total of $279.00 up front, which included the enrollment fee, processing fee and payment for the...
first four weeks of personal training sessions. He further agreed to make 12 more payments, in the amount of $180.00 each, every four weeks, beginning 9/22/14, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of members agreement and he acknowledged his understanding of these billing terms by initialing the 3 separate sections outlining the payment schedule. 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 half of the remaining balance due under the agreement. This provision is clearly outlined on page 2 of his agreement. In addition, her 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). There is no provision in member’s personal training agreement that allows him to freeze his training dues. His 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 to terminate the agreement early without a fee. If member no longer wishes to continue with his valid agreement, LA Fitness will honor the voluntary cancellation provision in member’s personal training agreement should he elect to take advantage of it. Otherwise, he should be expected to honor his agreement as LA Fitness stands ready to provide the services for which he contracted.
Mr. [redacted] expressed frustration with a recent experience with the staff at his local club. Mr. [redacted] states that after using the pool at our Garden City Park location, while using the locker room to shower, felt lightheaded and decided to return to the pool...
area to sit in a chair. Staff approached Mr. [redacted] while he was sitting in the pool area, after a female life guard on duty and another member with concerns made management aware that Mr. [redacted] was sitting in the coed pool area wearing only a towel. Our Membership Policies and Club Rules and Regulations, clearly state that Members and guests will abide by and fully comply with the LA Fitness dress code for proper attire on the Club premises. Thus, he was approached by staff regarding why he was wearing only a towel and eventually escorted back to the locker room. According to Mr. [redacted]’s complaint, a local staff member helped escort him to the locker room and discussed why he was approached and apologized if Mr. [redacted] felt the initial interaction by a different club employee was handled in an unprofessional manner. LA Fitness strives to provide excellent customer service to our members and in no way condones the alleged behavior that prompted Mr. [redacted]’s complaint. Management has been in contact with the local staff, at the Garden City Park location, to help with resolving Mr. [redacted]l’s concerns. Management has made multiple attempts to contact Mr. [redacted] to discuss his concerns. However, we have not received a return call. We encourage Mr. [redacted] to return our calls so we can adequately discuss this matter. Thank you.
Management contacted member regarding her concerns with her personal information. We assured member the situation would be addressed with all staff and that we consider personal information confidential. As a courtesy, we offered to process cancellation and refund one months of dues. Member...
declined. 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 9/3/15 (the “Initial Term”).
Member paid a total of $250.00 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 $200.00 each, every month,
beginning 10/3/15, 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 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 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 10 day right to cancel if these terms did not match her
understanding (or for any reason) for a full refund. However, she did not
exercise 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 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 in her Agreement
should she elect to take advantage of it. Otherwise, member should be expected
to honor her Agreement as LA Fitness stands ready to provide the services for
which she contracted.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have attempted to contact the LA Fitness Personal Training Director [redacted] directly on numerous occasions leaving messages. Due to the lack of response I called the LA Fitness customer service line, sent an email to the CEO/President as well as his direct report on July 11th. After speaking with Director of Customer Service on July 12th I was left with the assurance that the LA Fitness Eastern Regional Director would call me back to further discuss my concern.
Instead I received a phone message from [redacted] on behalf of LA Fitness. We called each other a few times leaving messages. The last call I returned I spoke with a member of the Personal Training staff July 17th requesting [redacted] to call me back.
My disappointment is around the lack of professionalism provided by LA Fitness staff for service that I am paying for. As a working mother my time is very important. My schedule like many others is reserved down to the minutes. I understand that things happen. However when you are paying for a service, this should not be acceptable without proper advance notice and is truly frustrating!
Please see the attached screen print of my activity log for the period of 3 months from the LA Fitness receptionist computer dated 7/11 when I checked into the facility. It saddens me to read in the LA Fitness email response that 7/7 and 7/11 were days being claimed I did not appear for training. Also when going through my mobile app or reviewing my LA Fitness account online these training records are no longer present.
This leads me to believe that the records of my training schedule have purposely been altered or erased by the LA Fitness staff. I’m requesting a full audit of the LA Fitness database to show the activities as it relates to my account.
Please note regardless if I attend the training session or not I am still responsible for payment of the sessions.
Along with this printed knowledge of activities taking place at LA Fitness I no longer feel this is a safe or trustworthy environment for me or my daughter’s childcare. I do not wish to accept the voluntary cancelation agreement stated due to LA Fitness neglect of honoring my contract. How can they provide additional free sessions during the month when they can’t keep up with or staff the scheduled ones? I value my time. I am also very hurt by the alteration of my personal LA Fitness records. I submit information as grounds for a refund from LA Fitness cancelling the contractual agreement early without a fee.Below are the following dates in June that I showed up to LA Fitness and no trainer was available (No Show No Call):
June 15th – [redacted]. – When I arrived and asked for [redacted] I was told he wasn’t there and no one had his number ; This was the first visit.
June 16th – [redacted] didn’t show; [redacted] apologized
June 21st – [redacted]
June 27th – [redacted]
June 28th – [redacted]
June 29th - [redacted]
July 7th - [redacted] stated I didn’t show; However, the screen print proves that I checked in
July 11th
There are additional dates that I could not attend training session and informed my personal trainer and paid for the session.
Regards,[redacted]
LA Fitness cancelled the remaining terms of both members' personal training agreements with no further billing or obligation.
Management has made several attempts to contact [redacted] regarding his [redacted] membership and we have yet to receive a return call. According to our records we have contacted him several times in the pastto renew is yearly membership and he declined to do so. His membership is...
now expired as of 11/28/2012. No further action will be taken at this time. Should [redacted] wish to be a member with LA Fitness he will have to rejoin on a newmembership. Thank you.
It should be noted that, even after signing and initialing on a digital signature pad, hard copies of the Agreement and New Client Checklist were printed out and reviewed with member once more as acknowledged by her handwritten signature and initials once again on the hard copies. In addition, it is LA Fitness’ policy and practice to provide our members with a complete copy of their agreement at the time of enrollment. A copy of the Agreement was also included in the confirming e-mail member received on the day she enrolled (copies with member’s handwritten signature and the confirming e-mail are included with this response). Furthermore, member’s personal training services agreement specifically provided her with a 3-day right to cancel if these terms did not match her understanding (or for any reason) for a full refund. Thus, even if she felt she did not have sufficient time to read all of the information at the point of sale, she had an additional 3 days to review the Agreement. However, she did not take advantage of this option within the rescission period. Thus, under the clear and explicit terms of the Agreement, member is 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. As outlined in our initial response, if member no longer wishes to continue with her valid 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
Our District Vice President contacted member to address her concerns and she elected to continue with the service and the remaining personal training agreement term.
Management contacted [redacted] regarding her frustration with the lack of responsiveness by a club manager at the location where her membership was established. [redacted] stated that during the sign up process she requested her membership to include access to both[redacted] and [redacted]...
LA Fitness strives to provide excellent customer service to our members and we regret that she felt the access requested was not the terms included in the membership agreement she signed.
Management offered several options to [redacted] including leaving the family membership at the same rate and access, to cancel the membership with a refund, or to set up an individual membership with access to the [redacted] location at our current available rates. Management has made several attempts to follow up with [redacted] to verify which resolution option she would like to have processed.
However, we have not received a return call. We have provided [redacted] with direct contact information and we encourage her to return our call so we can adequately assist her.
Thank you.
If member no longer wishes to continue with the remaining term of her personal training 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. LA Fitness will honor this cancellation provision in her agreement should she elect to take advantage of it.
Otherwise, member should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
As stated, we accepted the one month refund, but we are still being penalized for the act of poorly trained employees.
Regards,
[redacted]