Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11983102, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Please provide the details of transaction
Regards,
Steven Burda
LA Fitness contacted member regarding her concernsThe training agreement has been cancelled with no further billing or obligation and a refund in the amount of $was processed on 10/5/
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,
*** ***
Our District Manager has attempted to contact member to address her concerns but we have received no responseWe appreciate her feedback and welcome the opportunity to address her specific concernsHowever, the circumstance does not warrant a refundA TRX Machine was delivered to our *** ***
location today and we encourage member to return our District Manager’s call for further assistance
Management spoke to *** *** regarding his concerns with the amenities included in this monthly billed membership and his frustration with the lack of responsiveness by staff members at his local clubLA Fitness strives to provide excellent customer service to our members and we apologize for
the experience he had
As a courtesy, we have adjusted his membership to include the racquetball amenity at the additional monthly rate of $5, which is the discounted rate typically only available at the time of sign upWe believe this matter to be resolvedThank you
Per *** *** request a cancellation was processed on 7/14/and no further billings have occurredThe cancellation notice that the member attached is dated 7/1/and no prior cancellation was received*** *** membership was cancelled according to our cancellation policy, prior to his next bill date of 7/28/No refund is owedThis issue is resolvedthank you
Management spoke to Mr*** regarding the cancellation of his
monthly billed membershipPer his request we have processed an immediate cancellation
with a full refund in the amount of $back to the Visa cardRefunds take
about 5-business days to be refunded back Member was
unreasonable in his request for a
year free membership As a courtesy we
offered month of access at no additional cost per his request for
compensation Mr*** declinedWe believe this issue to be resolved thank you
As outlined in member’s personal training agreement, all sessions purchased must be completed within days after the end of the initial term, or if client renews or continues the EFT/CC payment agreement beyond the initial term, within days after completion of that additional periodMember
renewed through 11/10/Thus, she had until 12/10/to complete the remaining sessionsNevertheless, LA Fitness has added complimentary sessions for member to usePlease note that we are not contractually obligated to provide this remedy, but this is being done as a customer service consideration for our member
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 9/25/(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 $220.00, beginning 10/25/16, for the remainder of the Initial TermAfter the Initial Term, the services continue at the same price per session with the same billing cycle until member sends written notice to cancelThus, the cancellation request member submitted simply ensured that the billing would end after he completed the Initial Term of his AgreementIn fact, the cancellation confirmation letter he received clearly indicated that his regular dues amount would continue to be charged to the account on file until completion of the Initial TermThe letter also reminded member that, if he was still within the Initial Term of his Agreement, the Agreement allows him to cancel early, for any reason, by paying a fee equal to 50% of the current remaining balance owed on the Agreement, that his local club can give him the exact amount and collect the fee from him in person ( a copy of the letter is included with this response)Our records do not reflect that member paid such a fee to cancel his Agreement earlyThus, he was properly billed for the remainder of the Initial TermNevertheless, our District Vice President contacted member regarding his concerns and we agreed to process a refund for 50% as if member had paid the cancellation fee at the time of his request (refund applied to the same account used for payment)Please note that we were not contractually obligated to provide this remedy but this was done as a customer service consideration for our memberPlease allow 3-business days for the refund to post to the account
LA Fitness processed a refund in the amount of $1,(refund applied to the same account used for payment)Please allow 5-business days for the refund to post to the account
Management advised *** *** that the Sauna has been fixed and front desk staff has been addressed regarding customer service concerns
Should *** *** have any further concerns we encourage her to return our call or contact her home clubWe believe these issues to be resolvedThank you
Our District Vice President, *** J., contacted member regarding her concernsHer personal training agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the
AgreementHowever, *** offered to reduce the cancellation fee, from 50% of the remaining agreement balance, down to 33% of the remaining agreement balance as a customer service consideration for our memberMember elected to take advantage of the offer and paid the reduced cancellation fee on 12/26/We cancelled the remaining term of her personal training agreement accordingly
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 12/6/(the “Initial Term”). She paid a total of $up front, which included the enrollment fee, processing
fee and payment for the first month of personal training servicesShe further agreed to make more consecutive monthly payments, in the amount of $200.00, beginning 1/6/18, for the remainder of the Initial TermThese terms are clearly outlined on page of the Agreement and she acknowledged her understanding of these billing terms by initialing three separate sections in the Agreement which specifically referred to this payment scheduleHer Agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the AgreementThis provision is clearly outlined on page of the agreementThus, 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 feeNevertheless, we offered to reduce the cancellation fee, from 50% of the remaining agreement balance, down to 25% of the remaining agreement balancePlease note that we were not contractually obligated to provide this remedy, but this was done as a customer service consideration for our memberShe elected to take advantage of the offer and paid the reduced cancellation fee on 1/9/We cancelled the remaining term of her Agreement accordingly
Management spoke with Ms*** regarding her concernsAs a courtesy, we cancelled Ms***'s membership effective 12/4/with no further billingManagement also agreed to refund the last five payments of $eachRefunds typically, could take up to 5-business days to complete and
will be applied to the *** card on fileWe believe this matter to be resolvedThank you
Member purchased personal training services pursuant to a written and fully executed agreementThe agreement was for four personal training sessions at rate of $per sessionThere is no provision in member’s personal training agreement that entitles him to a refund if he does not use the
serviceEven if he didn’t have his reading classes at the time of enrollment, his agreement still provided him with a 10-day right to cancel to review the agreement and cancel for a full refund if the terms did not match his understandingHowever, he did not take advantage of this option within the rescission periodThus, he is not entitled to a refund
Management spoke to *** ** *** on 6/8/regarding the cancellation of his and *** *** monthly billed membershipA refund in the amount of $has been refunded back to the*** cardRefunds take about 5-business days to be refunded backWe believe this matter to be resolvedThank you
Member purchased personal training services pursuant to a written and fully executed agreementThe agreement was for a minimum initial term of weeks, beginning 7/22/(the “Initial Term”)He paid a total of $up front, which included the enrollment fee, processing fee and
payment for the first four weeks of personal training sessionsHe further agreed to make more payments, in the amount of $each, every four weeks, beginning 8/19/14, for the remainder of the Initial TermThese terms are clearly outlined on page of members agreement and he acknowledged his understanding of these billing terms by initialing the 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 of his agreementIn 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 weeks and the voluntary cancelation provisionThis 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 duesHis 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 periodThus, he is not entitled to a refund or to terminate the agreement early without a feeIf 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 itOtherwise, he should be expected to honor his agreement as LA Fitness stands ready to provide the services for which he contracted
Our position has not changedMembers concerns were addressed in our initial response
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11983102, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Please provide the details of transaction
Regards,
Steven Burda
LA Fitness contacted member regarding her concernsThe training agreement has been cancelled with no further billing or obligation and a refund in the amount of $was processed on 10/5/
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,
*** ***
Our District Manager has attempted to contact member to address her concerns but we have received no responseWe appreciate her feedback and welcome the opportunity to address her specific concernsHowever, the circumstance does not warrant a refundA TRX Machine was delivered to our *** ***
location today and we encourage member to return our District Manager’s call for further assistance
Management spoke to *** *** regarding his concerns with the amenities included in this monthly billed membership and his frustration with the lack of responsiveness by staff members at his local clubLA Fitness strives to provide excellent customer service to our members and we apologize for
the experience he had
As a courtesy, we have adjusted his membership to include the racquetball amenity at the additional monthly rate of $5, which is the discounted rate typically only available at the time of sign upWe believe this matter to be resolvedThank you
Per *** *** request a cancellation was processed on 7/14/and no further billings have occurredThe cancellation notice that the member attached is dated 7/1/and no prior cancellation was received*** *** membership was cancelled according to our cancellation policy, prior to his next bill date of 7/28/No refund is owedThis issue is resolvedthank you
Management spoke to Mr*** regarding the cancellation of his
monthly billed membershipPer his request we have processed an immediate cancellation
with a full refund in the amount of $back to the Visa cardRefunds take
about 5-business days to be refunded back Member was
unreasonable in his request for a
year free membership As a courtesy we
offered month of access at no additional cost per his request for
compensation Mr*** declinedWe believe this issue to be resolved thank you
As outlined in member’s personal training agreement, all sessions purchased must be completed within days after the end of the initial term, or if client renews or continues the EFT/CC payment agreement beyond the initial term, within days after completion of that additional periodMember
renewed through 11/10/Thus, she had until 12/10/to complete the remaining sessionsNevertheless, LA Fitness has added complimentary sessions for member to usePlease note that we are not contractually obligated to provide this remedy, but this is being done as a customer service consideration for our member
Our position has not changedMember's concerns were addressed in our initial response
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 9/25/(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 $220.00, beginning 10/25/16, for the remainder of the Initial TermAfter the Initial Term, the services continue at the same price per session with the same billing cycle until member sends written notice to cancelThus, the cancellation request member submitted simply ensured that the billing would end after he completed the Initial Term of his AgreementIn fact, the cancellation confirmation letter he received clearly indicated that his regular dues amount would continue to be charged to the account on file until completion of the Initial TermThe letter also reminded member that, if he was still within the Initial Term of his Agreement, the Agreement allows him to cancel early, for any reason, by paying a fee equal to 50% of the current remaining balance owed on the Agreement, that his local club can give him the exact amount and collect the fee from him in person ( a copy of the letter is included with this response)Our records do not reflect that member paid such a fee to cancel his Agreement earlyThus, he was properly billed for the remainder of the Initial TermNevertheless, our District Vice President contacted member regarding his concerns and we agreed to process a refund for 50% as if member had paid the cancellation fee at the time of his request (refund applied to the same account used for payment)Please note that we were not contractually obligated to provide this remedy but this was done as a customer service consideration for our memberPlease allow 3-business days for the refund to post to the account
LA Fitness processed a refund in the amount of $1,(refund applied to the same account used for payment)Please allow 5-business days for the refund to post to the account
Management advised *** *** that the Sauna has been fixed and front desk staff has been addressed regarding customer service concerns
Should *** *** have any further concerns we encourage her to return our call or contact her home clubWe believe these issues to be resolvedThank you
Our District Vice President, *** J., contacted member regarding her concernsHer personal training agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the
AgreementHowever, *** offered to reduce the cancellation fee, from 50% of the remaining agreement balance, down to 33% of the remaining agreement balance as a customer service consideration for our memberMember elected to take advantage of the offer and paid the reduced cancellation fee on 12/26/We cancelled the remaining term of her personal training agreement accordingly
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 12/6/(the “Initial Term”). She paid a total of $up front, which included the enrollment fee, processing
fee and payment for the first month of personal training servicesShe further agreed to make more consecutive monthly payments, in the amount of $200.00, beginning 1/6/18, for the remainder of the Initial TermThese terms are clearly outlined on page of the Agreement and she acknowledged her understanding of these billing terms by initialing three separate sections in the Agreement which specifically referred to this payment scheduleHer Agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the AgreementThis provision is clearly outlined on page of the agreementThus, 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 feeNevertheless, we offered to reduce the cancellation fee, from 50% of the remaining agreement balance, down to 25% of the remaining agreement balancePlease note that we were not contractually obligated to provide this remedy, but this was done as a customer service consideration for our memberShe elected to take advantage of the offer and paid the reduced cancellation fee on 1/9/We cancelled the remaining term of her Agreement accordingly
This response will confirm that there no balance owed on member's personal training agreement
Management spoke with Ms*** regarding her concernsAs a courtesy, we cancelled Ms***'s membership effective 12/4/with no further billingManagement also agreed to refund the last five payments of $eachRefunds typically, could take up to 5-business days to complete and
will be applied to the *** card on fileWe believe this matter to be resolvedThank you
Member purchased personal training services pursuant to a written and fully executed agreementThe agreement was for four personal training sessions at rate of $per sessionThere is no provision in member’s personal training agreement that entitles him to a refund if he does not use the
serviceEven if he didn’t have his reading classes at the time of enrollment, his agreement still provided him with a 10-day right to cancel to review the agreement and cancel for a full refund if the terms did not match his understandingHowever, he did not take advantage of this option within the rescission periodThus, he is not entitled to a refund
Management spoke to *** ** *** on 6/8/regarding the cancellation of his and *** *** monthly billed membershipA refund in the amount of $has been refunded back to the*** cardRefunds take about 5-business days to be refunded backWe believe this matter to be resolvedThank you
Member purchased personal training services pursuant to a written and fully executed agreementThe agreement was for a minimum initial term of weeks, beginning 7/22/(the “Initial Term”)He paid a total of $up front, which included the enrollment fee, processing fee and
payment for the first four weeks of personal training sessionsHe further agreed to make more payments, in the amount of $each, every four weeks, beginning 8/19/14, for the remainder of the Initial TermThese terms are clearly outlined on page of members agreement and he acknowledged his understanding of these billing terms by initialing the 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 of his agreementIn 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 weeks and the voluntary cancelation provisionThis 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 duesHis 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 periodThus, he is not entitled to a refund or to terminate the agreement early without a feeIf 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 itOtherwise, he should be expected to honor his agreement as LA Fitness stands ready to provide the services for which he contracted