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 5/3/(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 6/3/16, for the remainder of the Initial TermRather than force our members to complete the entire term of their commitment if their circumstances change, we include a voluntary cancelation provision, which affords our members the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under their AgreementMember elected to take advantage of this cancellation provision and paid the cancellation fee on 1/27/Accordingly, we cancelled the remaining term of his personal training AgreementHowever, member is not entitled to a refund of the fee he voluntarily paid to terminate his agreement early
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
[The reason I refuse this response is because as stated in my original complaint, I had expressed a desire to cancel my membership earlier on and was told that I couldn'tI felt betrayed, berated, and completely lied toWe were verbally told when we first signed up that we would be able to terminate our membership at any timeIt was our understanding that that included the personal training part of the membership as wellI mean, it only makes since because what good would the personal training part of it be if we could not access it if we canceled our membershipSo, it only made since to me that they went hand in handAlso, as previously stated in my original complaint, when we did go in to try to cancel our membership they made us feel that it would be nearly impossible to do itSo, for lack of knowing what else to do I just let it ride until someone told me to make a complaint against them with the Revdex.comI also issued a complaint with the Consumer Protection AgencyIt has only been since I filed these complaints that they (LA Fitness) has been willing to work with us in processing our terminationHowever, I am NOT happy with their suggested resolutionI will accept the termination of both our memberships and the personal training sessions, however I feel that they totally owe us a refund for the time period from when I first expressed to them our desire to withdraw from the program on June 20, to today’s current dateAt this point, because of how they have treated us, this is the only thing that will completely satisfy this issue
Regards,
*** ***
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
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
Our District Manager, *** ***, has made several attempts to contact member regarding her concernsWe recently hired a Master Trainer for the Puyallup location and are simply awaiting final approval to get him startedOr, we can reduce member’s rate back to the original Certified Training
rate and process a refund for the difference in the rate for the available sessionsWe strongly urge member return our District Manager’s call so that we may assist her in resolving her concernsShe can reach *** directly at ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10461159, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The company company's proposed resolution is no different than the resolution proposed in person by the local agent after months of run aroundI refuse to pay a monthly fee in order to use the personal training sessions that I was already charged forIn this situation, the business' best interest is protected, not the consumer'sI am thoroughly dissatisfied with the proposed resolution
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.This is not trueI had stated that I was dissatisfied with behavior of LA Fitness, and ***, ***, and *** and that I would not want to be part of a location that tolerated this type of unprofessional and rude behavior; to my knowledge, LA Fitness has not taken any action with ***, *** and ***I feel using profanity towards a customer, making demeaning comments, and violent threats, as well as being overly aggressive and pushy, is unbecoming of any any businessThe behavior of ***, *** and *** do not represent L.AFitness well
Regards,*** ***
our previous response still standsOur Membership Policies and Club Rules and Regulations, which are part of the membership agreement signed by *** *** clearly state that no Member or guest may coach or train other Members or guests (as solely determined by LA Fitness). Members may not engage in any business orenterprise while at the LA Fitness clubs Like most health clubs, LA Fitness does not permit its members to provide personal training services to other members, as it creates a conflict of interest and utilizes our equipment and space to compete against usPrior to taking the step of revoking *** ***membership, this policy was explained to *** *** She was given warnings and an opportunity to cease these types of activity However, *** *** chose to ignore these warnings. Thus, after an investigation and a discussion with *** *** on January 13, it was determined necessary to discontinue her membership privilegesThe decision to revoke a membership is never taken lightly, but found to be necessary in this caseNotably, the LA Fitness membership agreement affords us the right to cancel a membership at any time for any reason, so there has been no violation of his contractual rights. Accordingly, for the reasons summarized above, we are simply choosing to exercise this right pursuant to her membership agreement
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
I have not received a refund as promisedin fact, ?I was charged an additional $on my account instead And I refuse to let them off the hook with the November cancellation considering I have email delivery and read receipts for email correspondence dating back to Sept I need that $charge reversed and refunded and the cancellation date updated accordingly
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,
*** ***
Our District Vice President contacted *** *** regarding her concerns related to the availability of her sessions and the billing processed on 9/19/We have agreed to extend the availability of her sessions to 3/21/to allow *** *** time to schedule sessions with a trainer
We
have also issued a refund of $back to the*** card on fileThe refund was completed on 10/11/Please note that we were not contractually obligated to provide this remedy, but this was done as a customer service consideration for our memberWe believe this resolves the matter, but please advise if we can be of further assistance
Management spoke with Ms*** regarding her concernsWe agreed to honor a late 3-day cancellation and processed a refund in the amount of $giving all her money backRefunds typically, could take up to 5-business days to complete and will go back to the *** Card on fileWe believe
this matter 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 have spoken with them and discussed my concerns. I consider this complaint resolved
Regards,
*** ***
LA Fitness will allow member as much time as she needs to complete her remaining personal training sessionsShe will not need to purchase any additional sessions to do so
LA Fitness contacted member to address her concernsWe reviewed a hard copy of the paper agreement that she signed once again with herIt was not signed digitally on a computer (copy of agreement attached)Member stated that she simply forgot this fact and will continue with the remaining initial
term of the agreementWe also offered to set her up with different personal trainer but she decided to continue working with the same personal trainer for the remaining agreement term
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
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
Management has made several attempts to contact *** *** and we have not received a return callIf she wishes to discuss her concerns further we encourage her to return our call or contact her home clubThank you
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 5/3/(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 6/3/16, for the remainder of the Initial TermRather than force our members to complete the entire term of their commitment if their circumstances change, we include a voluntary cancelation provision, which affords our members the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under their AgreementMember elected to take advantage of this cancellation provision and paid the cancellation fee on 1/27/Accordingly, we cancelled the remaining term of his personal training AgreementHowever, member is not entitled to a refund of the fee he voluntarily paid to terminate his agreement early
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
[The reason I refuse this response is because as stated in my original complaint, I had expressed a desire to cancel my membership earlier on and was told that I couldn'tI felt betrayed, berated, and completely lied toWe were verbally told when we first signed up that we would be able to terminate our membership at any timeIt was our understanding that that included the personal training part of the membership as wellI mean, it only makes since because what good would the personal training part of it be if we could not access it if we canceled our membershipSo, it only made since to me that they went hand in handAlso, as previously stated in my original complaint, when we did go in to try to cancel our membership they made us feel that it would be nearly impossible to do itSo, for lack of knowing what else to do I just let it ride until someone told me to make a complaint against them with the Revdex.comI also issued a complaint with the Consumer Protection AgencyIt has only been since I filed these complaints that they (LA Fitness) has been willing to work with us in processing our terminationHowever, I am NOT happy with their suggested resolutionI will accept the termination of both our memberships and the personal training sessions, however I feel that they totally owe us a refund for the time period from when I first expressed to them our desire to withdraw from the program on June 20, to today’s current dateAt this point, because of how they have treated us, this is the only thing that will completely satisfy this issue
Regards,
*** ***
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
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
Our District Manager, *** ***, has made several attempts to contact member regarding her concernsWe recently hired a Master Trainer for the Puyallup location and are simply awaiting final approval to get him startedOr, we can reduce member’s rate back to the original Certified Training
rate and process a refund for the difference in the rate for the available sessionsWe strongly urge member return our District Manager’s call so that we may assist her in resolving her concernsShe can reach *** directly at ###-###-####
LA Fitness processed a refund in the amount of $(refunds applied to the same accounts used for payment)
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10461159, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The company company's proposed resolution is no different than the resolution proposed in person by the local agent after months of run aroundI refuse to pay a monthly fee in order to use the personal training sessions that I was already charged forIn this situation, the business' best interest is protected, not the consumer'sI am thoroughly dissatisfied with the proposed resolution
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.This is not trueI had stated that I was dissatisfied with behavior of LA Fitness, and ***, ***, and *** and that I would not want to be part of a location that tolerated this type of unprofessional and rude behavior; to my knowledge, LA Fitness has not taken any action with ***, *** and ***I feel using profanity towards a customer, making demeaning comments, and violent threats, as well as being overly aggressive and pushy, is unbecoming of any any businessThe behavior of ***, *** and *** do not represent L.AFitness well
Regards,*** ***
our previous response still standsOur Membership Policies and Club Rules and Regulations, which are part of the membership agreement signed by *** *** clearly state that no Member or guest may coach or train other Members or guests (as solely determined by LA Fitness). Members may not engage in any business orenterprise while at the LA Fitness clubs Like most health clubs, LA Fitness does not permit its members to provide personal training services to other members, as it creates a conflict of interest and utilizes our equipment and space to compete against usPrior to taking the step of revoking *** ***membership, this policy was explained to *** *** She was given warnings and an opportunity to cease these types of activity However, *** *** chose to ignore these warnings. Thus, after an investigation and a discussion with *** *** on January 13, it was determined necessary to discontinue her membership privilegesThe decision to revoke a membership is never taken lightly, but found to be necessary in this caseNotably, the LA Fitness membership agreement affords us the right to cancel a membership at any time for any reason, so there has been no violation of his contractual rights. Accordingly, for the reasons summarized above, we are simply choosing to exercise this right pursuant to her membership agreement
apology accepted
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
I have not received a refund as promisedin fact, ?I was charged an additional $on my account instead And I refuse to let them off the hook with the November cancellation considering I have email delivery and read receipts for email correspondence dating back to Sept I need that $charge reversed and refunded and the cancellation date updated accordingly
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,
*** ***
Our District Vice President contacted *** *** regarding her concerns related to the availability of her sessions and the billing processed on 9/19/We have agreed to extend the availability of her sessions to 3/21/to allow *** *** time to schedule sessions with a trainer
We
have also issued a refund of $back to the*** card on fileThe refund was completed on 10/11/Please note that we were not contractually obligated to provide this remedy, but this was done as a customer service consideration for our memberWe believe this resolves the matter, but please advise if we can be of further assistance
Management spoke with Ms*** regarding her concernsWe agreed to honor a late 3-day cancellation and processed a refund in the amount of $giving all her money backRefunds typically, could take up to 5-business days to complete and will go back to the *** Card on fileWe believe
this matter 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 have spoken with them and discussed my concerns. I consider this complaint resolved
Regards,
*** ***
LA Fitness will allow member as much time as she needs to complete her remaining personal training sessionsShe will not need to purchase any additional sessions to do so
LA Fitness contacted member to address her concernsWe reviewed a hard copy of the paper agreement that she signed once again with herIt was not signed digitally on a computer (copy of agreement attached)Member stated that she simply forgot this fact and will continue with the remaining initial
term of the agreementWe also offered to set her up with different personal trainer but she decided to continue working with the same personal trainer for the remaining agreement term
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
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
Management has made several attempts to contact *** *** and we have not received a return callIf she wishes to discuss her concerns further we encourage her to return our call or contact her home clubThank you