LA Fitness contacted member regarding his concerns and we cancelled the remaining term of the personal training agreement with no further billing or obligation
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.The reason I donot accept their resolution is because my initials and signature were used to sign the contract without my permission, I was not provided a copy of the contract at time of signing as they claim,I was told I was to get a copy sent to my email which I never received and can prove it as my email was entered wrong by the agent and was only corrected about 3 weeks later and it was then that I was informed it was a contract. I was also not aware of the sign up fee and when I questioned why that amount was deducted from my account that was when I was told that it was a 1 year contract and had a sign up fee though I insisted with the agent that I did not want to be placed on a contract,toakere matters worst , I have not been able to train for more than 1 week now as they now have only 1 personal trainer who is not available when I used to work out, am being told they have hired a new trainer and will get back with me. This business is a fraud and they know it. I proved to them that I never received a copy of the said contract nor email but they keep protecting their employee who duped me into signing a contract I was not aware of, all I did was sign and initial on a signing pad and she posted my signature and initials where she wanted. The copy of the contract was printed out for me 3 weeks later upon request,how binding can that be?Regards, [redacted]
Management spoke to [redacted] on 2/3/regarding her concerns with the usage of the pool area during aqua classesAfter going over the guidelines we advised her that standard guidelines for usage during aquaclasses have been consistent since club openingWe also ensured her that the customer service issue with management has been dressed on how to better handle conversationsMember appreciated the follow up and understandsThank 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
Effective December 30, 2013, Fitness International, LLC, acquired substantially all of the assets related to [redacted] (“ [redacted] ***”) As a result, Fitness International not only assumed operation of the clubs, but started billing the membership dues as well [redacted] membership was indeed one of those memberships [redacted] claims that he never signed a contract with LA Fitness, (a wholly owned subsidiary of Fitness International, LLC), and never received notification that [redacted] was going to “hand his billing information” to LA Fitness To the contrary, on January 30, 2014, our records indicate that not only did [redacted] sign a membership agreement acknowledging this, but took a picture for his membership file, and started using the membership Agreement and chehistory attached Notification of the transition of club ownership was also sent to all membersAn example of this notification is also attached It is clearly stated in the membership agreement under the section, “HOW TO CANCEL YOUR DUES MEMBERSHIP”, the necessary steps to stop all future billings Fitness International, LLC never received notification to cancel his membership until July 1, 2016, at which time the membership was immediately cancelled Previously to resolve the issue, Fitness International (“LA Fitness”) offered to refund [redacted] a total of three months’ worth of membership duesPlease note, this was offered purely as a Customer Service gesture and not because we were obligated to do so Although, he has previously declined this offer, we will make this offer available to him through August 31, If he would like to accept this he may call [redacted] , our District Operations ManagerHis direct number is [redacted] Thank you
Management spoke with [redacted] regarding her concernsWe agreed to comp freeze her membership for monthsManagement also provided [redacted] with her contact information should she need further assistanceWe believe this matter to be resolvedThank you
As of the time of this response, LA Fitness has not received any of the payments owed by member since 9/20/Since it is apparent that he now has no intent of fulfilling his contractual obligation to the remaining personal training agreement term, we have released him from his obligation to make the remaining payments due under his agreementAdditionally, LA Fitness will not pursue him for the outstanding balance he currently owesPlease note that we are not contractually obligated to provide this remedy, but this is being done as a customer service consideration for our member
Management spoke to Ms. [redacted] regarding her concerns with the encounter she had with staff member at the Kissimmee location. LA Fitness strives to provide excellent customer service to our members and guests. We have apologized to Ms. [redacted] for the inconvenience related to this incident and... regret that she came away from the encounter feeling like our staff had not behaved professionally. We confirmed that Ms. [redacted] ’s sister signed up for a membership that includes guest privileges and they are attending the gym together. Ms. [redacted] has indicated that she appreciates the follow up and we assured her this issue has been addressed. We believe this matter to be resolved at this time. Thank you.
Management spoke to [redacted] on 10/10/regarding her monthly billed membershipAs a former Personal trainer we exercise the right to no longer allow former employees to utilize our facilities We understand that [redacted] may not agree with this decision however our decision will standAs a courtesy we have issued a full refund in the amount of $back to the *** cardRefunds take about 5-business days to be refunded back [redacted] understands and is satisfiedThank you
Management contacted [redacted] regarding the updating of his billing information on his monthly billed fitness membershipThe 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 causedAs a courtesy a refund in the amount of $has been refunded back to the [redacted] card on fileWe believe this matter to be resolvedThank you
Management spoke to [redacted] regarding his complaintUnder the terms of the membership, LA Fitness maintains the right to terminate [redacted] membership at any time [redacted] membership will not be reinstatedThank you
Our District Vice President contacted member regarding his concerns and clarified for him that, while both him and his wife could train together with a personal trainer, they would each be charged for a personal training session when they did soHowever, his wife was not being charged for a session when she joined her husband on a training session She was essentially receiving training at no cost in those instancesLA Fitness did not hold them responsible for those previous sessions that she received and simply informed members that, moving forward, they would each be charged for a session when they trained togetherThere was no breach of the agreement and the terms of the agreement did not changeRather than continue with the service, member elected to take advantage of the Voluntary Cancellation provision afforded to him in his personal training agreementHe paid the cancellation fee on 5/27/and we cancelled the remaining term of his personal training agreement accordingly However, he is not entitled to a refund of the cancellation fee he voluntarily paid to terminate his agreement early
Management spoke to [redacted] prior to this complaint [redacted] Paid In Full (PIF) membership agreement The PIF agreement includes an option for the member to renew the agreement at the current discounted rate upon expiration of the initial term It does not provide the member with the right to purchase a membership at any time in the future at the same rate for the rest of that person’s life Here, [redacted] PIF membership ended in January He did not renew the membership at that time at the special renewal rate However, he then wanted to take advantage of this preferred renewal rate almost a full year later in December By that time, this renewal rate was no longer available to [redacted] because he had let his membership lapse, rather than renew it However, as a courtesy, instead of paying the rate for a new membership, he was given the option of renewing his expired membership at the old renewal rate, but such a renewal has to be treated like a true renewal, meaning in this case it attached back to the original date it was up for renewal (January 2015) Thus, [redacted] had the choice, and LA Fitness will continue to provide him with the choice, of either doing his preferred 2-year renewal rate based on the date of his original membership expiration, January (with the two-year membership expiring in January 2017) or simply purchasing a new membership at the current rates No further action will be taken at this timeThank you
Corporate management contacted [redacted] via telephone and discussed her frustration with the lack of responsiveness by the local staff when attempting to cancel her monthly billed membershipWe apologize for the experience she had and in no way condone such alleged behaviorLA Fitness strives to provide excellent customer service to our membersWe confirmed with [redacted] that her membership cancellation was completed on April 22, and a refund of $was completed on April 27, to the [redacted] on fileThank you
Management has made several attempts to contact [redacted] via phone and email to discuss her concernsHowever, we have not received a return callWe encourage [redacted] to return our call so we can adequately respond to her concernsThank you
Management contacted [redacted] regarding his concerns with the closing of his home club [redacted] ***We notified all our members prior to any closing of our facilities giving ample time to make adjustments to their memberships should they wish to continueIn this instance we updated*** [redacted] home club to a nearby open club within a mile radius as stated in his agreement, as we did all of the members that had joined at the [redacted] location He was notified of this on 1/9/when he spoke to management No prior requests have been received to cancel his membership therefore no refund is owed Per his request a cancellation has been processed effective 2/5/and no further billing will occur We believe this issue to be resolvedThank you
Member’s personal training sessions expired in In response to a complaint filed by member’s husband, Emil Lucas, earlier this year, we gave members a month extension, beginning 4/20/17, to use some of those sessions that had previously expired and member accepted this resolution (reference complaint ID: [redacted] )Please note that we were not contractually obligated to provide this remedy, but this was done as a customer service consideration for our memberHowever, no further extension is warranted on sessions that expired in
Management spoke to the member on 7/1/regarding his request to have his home club changedWe advised Mr [redacted] that this request has already been granted two times before and should he wish he can upgrade to allow additional access the upgrade fee would need to be paidmember declined and advised he would rejoin thru his workMember has been cancelled per his request and no further billing will occurThis matter has been resolvedThank 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 The email sent by the business company was informing the same cancellation procedure I have disagreed withI still want the money back paid by the service not provided and a cancellation without any penaltiesThe contract they made me sign is illegal and against any consumer lawI continue in the same situation we were when this case was opened without any sign of good will from LA Fitness Regards, [redacted]
Management spoke with [redacted] regarding his concernsWe are not honoring his request by adding a family member at 75% offManagement spoke with [redacted] about signing up his wife on a new membership [redacted] will think about his optionsWe believe this matter to be resolvedThank you
LA Fitness contacted member regarding his concerns and we cancelled the remaining term of the personal training agreement with no further billing or obligation
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.The reason I donot accept their resolution is because my initials and signature were used to sign the contract without my permission, I was not provided a copy of the contract at time of signing as they claim,I was told I was to get a copy sent to my email which I never received and can prove it as my email was entered wrong by the agent and was only corrected about 3 weeks later and it was then that I was informed it was a contract. I was also not aware of the sign up fee and when I questioned why that amount was deducted from my account that was when I was told that it was a 1 year contract and had a sign up fee though I insisted with the agent that I did not want to be placed on a contract,toakere matters worst , I have not been able to train for more than 1 week now as they now have only 1 personal trainer who is not available when I used to work out, am being told they have hired a new trainer and will get back with me. This business is a fraud and they know it. I proved to them that I never received a copy of the said contract nor email but they keep protecting their employee who duped me into signing a contract I was not aware of, all I did was sign and initial on a signing pad and she posted my signature and initials where she wanted. The copy of the contract was printed out for me 3 weeks later upon request,how binding can that be?Regards, [redacted]
Management spoke to [redacted] on 2/3/regarding her concerns with the usage of the pool area during aqua classesAfter going over the guidelines we advised her that standard guidelines for usage during aquaclasses have been consistent since club openingWe also ensured her that the customer service issue with management has been dressed on how to better handle conversationsMember appreciated the follow up and understandsThank 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
Effective December 30, 2013, Fitness International, LLC, acquired substantially all of the assets related to [redacted] (“ [redacted] ***”) As a result, Fitness International not only assumed operation of the clubs, but started billing the membership dues as well [redacted] membership was indeed one of those memberships [redacted] claims that he never signed a contract with LA Fitness, (a wholly owned subsidiary of Fitness International, LLC), and never received notification that [redacted] was going to “hand his billing information” to LA Fitness To the contrary, on January 30, 2014, our records indicate that not only did [redacted] sign a membership agreement acknowledging this, but took a picture for his membership file, and started using the membership Agreement and chehistory attached Notification of the transition of club ownership was also sent to all membersAn example of this notification is also attached It is clearly stated in the membership agreement under the section, “HOW TO CANCEL YOUR DUES MEMBERSHIP”, the necessary steps to stop all future billings Fitness International, LLC never received notification to cancel his membership until July 1, 2016, at which time the membership was immediately cancelled Previously to resolve the issue, Fitness International (“LA Fitness”) offered to refund [redacted] a total of three months’ worth of membership duesPlease note, this was offered purely as a Customer Service gesture and not because we were obligated to do so Although, he has previously declined this offer, we will make this offer available to him through August 31, If he would like to accept this he may call [redacted] , our District Operations ManagerHis direct number is [redacted] Thank you
Management spoke with [redacted] regarding her concernsWe agreed to comp freeze her membership for monthsManagement also provided [redacted] with her contact information should she need further assistanceWe believe this matter to be resolvedThank you
As of the time of this response, LA Fitness has not received any of the payments owed by member since 9/20/Since it is apparent that he now has no intent of fulfilling his contractual obligation to the remaining personal training agreement term, we have released him from his obligation to make the remaining payments due under his agreementAdditionally, LA Fitness will not pursue him for the outstanding balance he currently owesPlease note that we are not contractually obligated to provide this remedy, but this is being done as a customer service consideration for our member
Management spoke to Ms. [redacted] regarding her concerns with the encounter she had with staff member at the Kissimmee location. LA Fitness strives to provide excellent customer service to our members and guests. We have apologized to Ms. [redacted] for the inconvenience related to this incident and... regret that she came away from the encounter feeling like our staff had not behaved professionally. We confirmed that Ms. [redacted] ’s sister signed up for a membership that includes guest privileges and they are attending the gym together. Ms. [redacted] has indicated that she appreciates the follow up and we assured her this issue has been addressed. We believe this matter to be resolved at this time. Thank you.
Management spoke to [redacted] on 10/10/regarding her monthly billed membershipAs a former Personal trainer we exercise the right to no longer allow former employees to utilize our facilities We understand that [redacted] may not agree with this decision however our decision will standAs a courtesy we have issued a full refund in the amount of $back to the *** cardRefunds take about 5-business days to be refunded back [redacted] understands and is satisfiedThank you
Management contacted [redacted] regarding the updating of his billing information on his monthly billed fitness membershipThe 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 causedAs a courtesy a refund in the amount of $has been refunded back to the [redacted] card on fileWe believe this matter to be resolvedThank you
Management spoke to [redacted] regarding his complaintUnder the terms of the membership, LA Fitness maintains the right to terminate [redacted] membership at any time [redacted] membership will not be reinstatedThank you
Our District Vice President contacted member regarding his concerns and clarified for him that, while both him and his wife could train together with a personal trainer, they would each be charged for a personal training session when they did soHowever, his wife was not being charged for a session when she joined her husband on a training session She was essentially receiving training at no cost in those instancesLA Fitness did not hold them responsible for those previous sessions that she received and simply informed members that, moving forward, they would each be charged for a session when they trained togetherThere was no breach of the agreement and the terms of the agreement did not changeRather than continue with the service, member elected to take advantage of the Voluntary Cancellation provision afforded to him in his personal training agreementHe paid the cancellation fee on 5/27/and we cancelled the remaining term of his personal training agreement accordingly However, he is not entitled to a refund of the cancellation fee he voluntarily paid to terminate his agreement early
Management spoke to [redacted] prior to this complaint [redacted] Paid In Full (PIF) membership agreement The PIF agreement includes an option for the member to renew the agreement at the current discounted rate upon expiration of the initial term It does not provide the member with the right to purchase a membership at any time in the future at the same rate for the rest of that person’s life Here, [redacted] PIF membership ended in January He did not renew the membership at that time at the special renewal rate However, he then wanted to take advantage of this preferred renewal rate almost a full year later in December By that time, this renewal rate was no longer available to [redacted] because he had let his membership lapse, rather than renew it However, as a courtesy, instead of paying the rate for a new membership, he was given the option of renewing his expired membership at the old renewal rate, but such a renewal has to be treated like a true renewal, meaning in this case it attached back to the original date it was up for renewal (January 2015) Thus, [redacted] had the choice, and LA Fitness will continue to provide him with the choice, of either doing his preferred 2-year renewal rate based on the date of his original membership expiration, January (with the two-year membership expiring in January 2017) or simply purchasing a new membership at the current rates No further action will be taken at this timeThank you
Corporate management contacted [redacted] via telephone and discussed her frustration with the lack of responsiveness by the local staff when attempting to cancel her monthly billed membershipWe apologize for the experience she had and in no way condone such alleged behaviorLA Fitness strives to provide excellent customer service to our membersWe confirmed with [redacted] that her membership cancellation was completed on April 22, and a refund of $was completed on April 27, to the [redacted] on fileThank you
Management has made several attempts to contact [redacted] via phone and email to discuss her concernsHowever, we have not received a return callWe encourage [redacted] to return our call so we can adequately respond to her concernsThank you
Management contacted [redacted] regarding his concerns with the closing of his home club [redacted] ***We notified all our members prior to any closing of our facilities giving ample time to make adjustments to their memberships should they wish to continueIn this instance we updated*** [redacted] home club to a nearby open club within a mile radius as stated in his agreement, as we did all of the members that had joined at the [redacted] location He was notified of this on 1/9/when he spoke to management No prior requests have been received to cancel his membership therefore no refund is owed Per his request a cancellation has been processed effective 2/5/and no further billing will occur We believe this issue to be resolvedThank you
Member’s personal training sessions expired in In response to a complaint filed by member’s husband, Emil Lucas, earlier this year, we gave members a month extension, beginning 4/20/17, to use some of those sessions that had previously expired and member accepted this resolution (reference complaint ID: [redacted] )Please note that we were not contractually obligated to provide this remedy, but this was done as a customer service consideration for our memberHowever, no further extension is warranted on sessions that expired in
Management spoke to the member on 7/1/regarding his request to have his home club changedWe advised Mr [redacted] that this request has already been granted two times before and should he wish he can upgrade to allow additional access the upgrade fee would need to be paidmember declined and advised he would rejoin thru his workMember has been cancelled per his request and no further billing will occurThis matter has been resolvedThank 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 The email sent by the business company was informing the same cancellation procedure I have disagreed withI still want the money back paid by the service not provided and a cancellation without any penaltiesThe contract they made me sign is illegal and against any consumer lawI continue in the same situation we were when this case was opened without any sign of good will from LA Fitness Regards, [redacted]
Management spoke with [redacted] regarding his concernsWe are not honoring his request by adding a family member at 75% offManagement spoke with [redacted] about signing up his wife on a new membership [redacted] will think about his optionsWe believe this matter to be resolvedThank you