Management has made several attempts to contact *** *** regarding his concerns with his monthly billed fitness membershipWe encourage him to return our call to discuss them furtherThank you
Revdex.com:
I have reviewed the response made by the business in reference
to complaint ID ***, 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,
*** ***
Revdex.com:I have reviewed the response made by
the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
From: ***Date: Tue, Sep 13, at 8:AMSubject: Re: You have a new message from the Revdex.comTo: Revdex.com ***
No one has "reached out" to me and I have received no confirmation that the membership has been canceledI would request confirmation in writing
Management spoke to *** *** regarding the opening of our *** ** *** *** locationWe informed him of the construction delays and apologized for the inconvenienceMember understands and is satisfiedThank you
Management has made serveral attempts to contact Mr*** via phone and Email to discuss his concernsHowever, we have not received a returned callWe encourage Mr*** to return our call or Email so we can adequately respond to his concernsThank you
LA Fitness cancelled the remaining term of member's personal training agreement with no further billing or obligation and processed a refund in the amount of $for February's monthly paymentPlease allow 5-business days for the refund to post to the account
Management has made several attempts to contact *** *** regarding his membershipWe have yet to receive a return call or reply to our email attemptBased on the conversation with management on 12/11/acancellation was processed and a refund in the amount of was
processed back to the *** cardWe believe this issue to be resolvedThank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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 resolvedThe business has resolved the complaint by refunding my money
Regards,
*** ***
Our records reflect that member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”)The Agreement was for a minimum initial term of months, beginning 12/30/(the “Initial Term”). Member paid a total of $up front, which included the
enrollment fee, processing fee and payment for the first month of personal training servicesHe further agreed to make more consecutive monthly payments, in the amount of $280.00, beginning 1/28/17, for the remainder of the Initial TermHis 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 AgreementHowever, our records do not reflect that member has paid such a fee to terminate his Agreement earlyHowever, as of the time of this response, member has disputed the payments with his bank and defaulted on the agreement termSince it is apparent that he now has no intention to fulfill his contractual obligation to the remaining personal training agreement term, we have released him from this obligation to make the remaining payments due under his agreement. Additionally, LA Fitness will no longer 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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Their policy is designed to make it difficult for members to cancelI walked in the *** *** club and their employees repeatedly told me that cancelling my membership was not possible at this club and I would have to travel to my home club in *** ** to cancel my membership from inside a clubI asked to speak to a manager who told me the same thing, he was very rude and hostile from the startUpon my frustration and anger over the absurdity of their statement he later then admitted that I could in fact cancel the membership over thereI was so annoyed at this point that I walked out without cancelling and decided to complain about the manager to their customer service because customer services line was still closed at this time I had to wait an hour
Within this hour the manager cancelled my membership and sent me an email without me being present over thereI had to sign no documents stating I cancelled the memebershipIf it was so easy to cancel my membership, that all I had to do was utter the words I need my membership cancelled and didn't need to sign any documents, why did they make me travel hundreds of miles and wait six months to do thatWhy couldnt they just do it over the phoneAs far as them giving my money back is concerned, I am owed $USD of which they claim they were going to return $which they are already legally bound to because on signup I paid them for first and last month and considering this was my last month, I am already owed that $back since they charged me twice for itAlso I tried sending them an email on the 25th of last month to which their customer service never repliedPlease find a scanned copy of the email attached ]Regards,*** ***
Management has made several attempts to speak to MrMays regarding his difficulty in logging onto our websiteHe has not returned our calls in order to help resolve the problemWe encourage him to return our call or contact his home clubThank you
Management contacted *** *** regarding the cancellation of his monthly billed membershipHe states he has attempted to cancel several timesOur records indicate we received no such cancellation requestLA Fitness provides members with the option to cancel at any
LA Fitness location between
the hours of AM-PM on Monday through Friday, but
we strongly encourage members to send a written cancellation request via certified
mail to ensure return-receiptOur cancellation policy is not designed to make
it difficult for our members to cancel, but to ensure cancellations are handled
properlyAs a courtesy, per his request an immediate cancellation was processed on 11/23/and a refund in the amount of $has been refunded back to the *** cardRefunds take about 5-business days to be refundedWe believe this matter to be resolvedThank you
Member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”)The Agreement was for personal training sessions to be used within an initial term of months, beginning 2/7/(the “Initial Term”). There is no provision in member’s personal
training agreement that entitles him to a refund, let alone a 50% refund of the sessions he does not use (a copy of the Agreement is included with this response)Furthermore, our District Vice President has spoken to both the member and the personal trainer regarding member’s claimOur personal trainer denies telling member that he would receive a refund if he did not use all of his sessions and was very clear with member on what he was purchasing and how long he had to use his sessionsThus, member is not entitled to a refundLA Fitness stands ready to provide member with the services for which he contracted through 2/7/and we are willing to provide him with additional time to use any remaining sessions if he is unable to complete them before then
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I have spoken with them and discussed my concerns. I consider this complaint resolved
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Management contacted me, the member. The below response is almost identical to the previous response. It again does not answer the four points that were outlined in the first email and were again outlined in the second email. I request for a third time an answer to the specific points below For the ease of LA Fitness management for their response, I have copied again the four points that require answers. Please respond to these points specifically so that this issue can be resolved It is requested that L.AFitness provide its official policies and procedures on how their employees are to respond to harassment in the L.AFitness facilities. Specifically, provide LA Fitness policy on what a manager and staff will do in response to harassment, bullying and similar behavior conducted by members of L.AFitness toward other members, toward L.AFitness staff, and toward third-party staff, including pool staff, trainers, food vendors, and others2. If employees receive training on these procedures, please provide evidence of employees’ training. If the LA Fitness employees have not received the training, to include in this case the manager of the LA Fitness at Clark Street and other staff, these employees must receive training or refresher training. There needs to be a way for LA Fitness members to see that the employees have, indeed, been trained, either through a certificate or other document providing proof of this trainingIf there are no policies or procedures on harassment at LA Fitness, please state how these policies and procedures will be created. Every member regardless of gender, sex or other identity should be protected from harassment. LA Fitness must provide MANDATORY HARASSMENT TRAINING TO ALL STAFF, MANAGERS INCLUDED. This is the most important part of the resolution, including the enforcement of these policies when incidents occurL.AFitness must provide a copy of policy or guarantee that states when an individual - a member, an LA Fitness employee, or a third party employee such as pool staff, food vendors, and trainers - reports an incident of harassment, bullying and similar behavior that that individual does not face retaliation and should not fear reprimand or repercussions
Regards,
*** ***
LA Fitness processed a refund in the amount of $(refund applied to the same account used for payment) and downgraded the remaining term of member's personal training agreement from Master Training at $per month to Certified Training at $per monthPlease allow 5-business days
for the refund to post to the account
Management spoke with Ms*** regarding her concerns. As a customer consideration, we processed a cancellation and waived the balance on fileMs*** disputed two charges with her financial institution of $Management advised her to contact us if she does not receive the two refunds
from her credit card companyShould Ms*** need additional assistance please contact her home clubWe believe this matter to be resolvedThank you
Management has made several attempts to contact Ms*** regarding her concerns related to the status of her membershipHowever, we have not received a return callMs*** states that she previously attempted to cancel her weekly membershipLA Fitness provides members with the
option to cancel at any LA Fitness location with an Operations Manager between the hours of AM-PM on Monday through Friday, but we strongly encourage members to send a written cancellation request via certified mail to ensure return-receiptOur cancellation policy is not designed to make it difficult for our members to cancel, but to ensure cancellations are handled properlyWe have received no such cancellation request from Ms***As a result, no cancellation was processed and the weekly billing continued based on the membership termsAs a courtesy, we have cancelled her membership to prevent future weekly billings and waived the balance of $If Ms*** would like to review additional resolution options, we encourage her to return our calls so we can adequately address her concernsThank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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,
*** *** ***
Management has made several attempts to contact *** *** regarding his concerns with his monthly billed fitness membershipWe encourage him to return our call to discuss them furtherThank you
Revdex.com:
I have reviewed the response made by the business in reference
to complaint ID ***, 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,
*** ***
Revdex.com:I have reviewed the response made by
the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
From: ***Date: Tue, Sep 13, at 8:AMSubject: Re: You have a new message from the Revdex.comTo: Revdex.com ***
No one has "reached out" to me and I have received no confirmation that the membership has been canceledI would request confirmation in writing
Management spoke to *** *** regarding the opening of our *** ** *** *** locationWe informed him of the construction delays and apologized for the inconvenienceMember understands and is satisfiedThank you
Management has made serveral attempts to contact Mr*** via phone and Email to discuss his concernsHowever, we have not received a returned callWe encourage Mr*** to return our call or Email so we can adequately respond to his concernsThank you
LA Fitness cancelled the remaining term of member's personal training agreement with no further billing or obligation and processed a refund in the amount of $for February's monthly paymentPlease allow 5-business days for the refund to post to the account
Management spoke to *** *** and it was decided to issue a 1 month refund in the amount of $back to the *** card on fileMember is satisfiedThank you
Management has made several attempts to contact *** *** regarding his membershipWe have yet to receive a return call or reply to our email attemptBased on the conversation with management on 12/11/acancellation was processed and a refund in the amount of was
processed back to the *** cardWe believe this issue to be resolvedThank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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 resolvedThe business has resolved the complaint by refunding my money
Regards,
*** ***
Our records reflect that member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”)The Agreement was for a minimum initial term of months, beginning 12/30/(the “Initial Term”). Member paid a total of $up front, which included the
enrollment fee, processing fee and payment for the first month of personal training servicesHe further agreed to make more consecutive monthly payments, in the amount of $280.00, beginning 1/28/17, for the remainder of the Initial TermHis 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 AgreementHowever, our records do not reflect that member has paid such a fee to terminate his Agreement earlyHowever, as of the time of this response, member has disputed the payments with his bank and defaulted on the agreement termSince it is apparent that he now has no intention to fulfill his contractual obligation to the remaining personal training agreement term, we have released him from this obligation to make the remaining payments due under his agreement. Additionally, LA Fitness will no longer 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
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Their policy is designed to make it difficult for members to cancelI walked in the *** *** club and their employees repeatedly told me that cancelling my membership was not possible at this club and I would have to travel to my home club in *** ** to cancel my membership from inside a clubI asked to speak to a manager who told me the same thing, he was very rude and hostile from the startUpon my frustration and anger over the absurdity of their statement he later then admitted that I could in fact cancel the membership over thereI was so annoyed at this point that I walked out without cancelling and decided to complain about the manager to their customer service because customer services line was still closed at this time I had to wait an hour
Within this hour the manager cancelled my membership and sent me an email without me being present over thereI had to sign no documents stating I cancelled the memebershipIf it was so easy to cancel my membership, that all I had to do was utter the words I need my membership cancelled and didn't need to sign any documents, why did they make me travel hundreds of miles and wait six months to do thatWhy couldnt they just do it over the phoneAs far as them giving my money back is concerned, I am owed $USD of which they claim they were going to return $which they are already legally bound to because on signup I paid them for first and last month and considering this was my last month, I am already owed that $back since they charged me twice for itAlso I tried sending them an email on the 25th of last month to which their customer service never repliedPlease find a scanned copy of the email attached ]Regards,*** ***
Management has made several attempts to speak to MrMays regarding his difficulty in logging onto our websiteHe has not returned our calls in order to help resolve the problemWe encourage him to return our call or contact his home clubThank you
Management contacted *** *** regarding the cancellation of his monthly billed membershipHe states he has attempted to cancel several timesOur records indicate we received no such cancellation requestLA Fitness provides members with the option to cancel at any
LA Fitness location between
the hours of AM-PM on Monday through Friday, but
we strongly encourage members to send a written cancellation request via certified
mail to ensure return-receiptOur cancellation policy is not designed to make
it difficult for our members to cancel, but to ensure cancellations are handled
properlyAs a courtesy, per his request an immediate cancellation was processed on 11/23/and a refund in the amount of $has been refunded back to the *** cardRefunds take about 5-business days to be refundedWe believe this matter to be resolvedThank you
Member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”)The Agreement was for personal training sessions to be used within an initial term of months, beginning 2/7/(the “Initial Term”). There is no provision in member’s personal
training agreement that entitles him to a refund, let alone a 50% refund of the sessions he does not use (a copy of the Agreement is included with this response)Furthermore, our District Vice President has spoken to both the member and the personal trainer regarding member’s claimOur personal trainer denies telling member that he would receive a refund if he did not use all of his sessions and was very clear with member on what he was purchasing and how long he had to use his sessionsThus, member is not entitled to a refundLA Fitness stands ready to provide member with the services for which he contracted through 2/7/and we are willing to provide him with additional time to use any remaining sessions if he is unable to complete them before then
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I have spoken with them and discussed my concerns. I consider this complaint resolved
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Management contacted me, the member. The below response is almost identical to the previous response. It again does not answer the four points that were outlined in the first email and were again outlined in the second email. I request for a third time an answer to the specific points below For the ease of LA Fitness management for their response, I have copied again the four points that require answers. Please respond to these points specifically so that this issue can be resolved It is requested that L.AFitness provide its official policies and procedures on how their employees are to respond to harassment in the L.AFitness facilities. Specifically, provide LA Fitness policy on what a manager and staff will do in response to harassment, bullying and similar behavior conducted by members of L.AFitness toward other members, toward L.AFitness staff, and toward third-party staff, including pool staff, trainers, food vendors, and others2. If employees receive training on these procedures, please provide evidence of employees’ training. If the LA Fitness employees have not received the training, to include in this case the manager of the LA Fitness at Clark Street and other staff, these employees must receive training or refresher training. There needs to be a way for LA Fitness members to see that the employees have, indeed, been trained, either through a certificate or other document providing proof of this trainingIf there are no policies or procedures on harassment at LA Fitness, please state how these policies and procedures will be created. Every member regardless of gender, sex or other identity should be protected from harassment. LA Fitness must provide MANDATORY HARASSMENT TRAINING TO ALL STAFF, MANAGERS INCLUDED. This is the most important part of the resolution, including the enforcement of these policies when incidents occurL.AFitness must provide a copy of policy or guarantee that states when an individual - a member, an LA Fitness employee, or a third party employee such as pool staff, food vendors, and trainers - reports an incident of harassment, bullying and similar behavior that that individual does not face retaliation and should not fear reprimand or repercussions
Regards,
*** ***
LA Fitness processed a refund in the amount of $(refund applied to the same account used for payment) and downgraded the remaining term of member's personal training agreement from Master Training at $per month to Certified Training at $per monthPlease allow 5-business days
for the refund to post to the account
Management spoke with Ms*** regarding her concerns. As a customer consideration, we processed a cancellation and waived the balance on fileMs*** disputed two charges with her financial institution of $Management advised her to contact us if she does not receive the two refunds
from her credit card companyShould Ms*** need additional assistance please contact her home clubWe believe this matter to be resolvedThank you
Management has made several attempts to contact Ms*** regarding her concerns related to the status of her membershipHowever, we have not received a return callMs*** states that she previously attempted to cancel her weekly membershipLA Fitness provides members with the
option to cancel at any LA Fitness location with an Operations Manager between the hours of AM-PM on Monday through Friday, but we strongly encourage members to send a written cancellation request via certified mail to ensure return-receiptOur cancellation policy is not designed to make it difficult for our members to cancel, but to ensure cancellations are handled properlyWe have received no such cancellation request from Ms***As a result, no cancellation was processed and the weekly billing continued based on the membership termsAs a courtesy, we have cancelled her membership to prevent future weekly billings and waived the balance of $If Ms*** would like to review additional resolution options, we encourage her to return our calls so we can adequately address her concernsThank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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,
*** *** ***