Member expressed concerns that her personal trainers have failed to show up on several occasions. LA Fitness realizes that if this happens, it is a very frustrating experience for the client. Accordingly, the personal training agreement provides that if that happens, member will receive
free additional personal training session (in addition to making up the one that was missed). Thus, the fact that sessions were missed does not entitle member to a refund or to terminate the agreement and abandon her contractual obligations early without a feeIt should also be noted that our District Vice President attempted to contact member to address her concerns and resolve her scheduling issues but she would not answer his callsIf member no longer wishes to continue with her personal training agreement, her agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the agreementLA Fitness will honor this cancellation provision of member’s agreement should she elect to take advantage of itOtherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted
We have made several to contact *** *** in regards to the incident that occurred on 11/17/at our *** locationWe have not received a return call We assure *** *** that the incident has been addressed with all employees involved and thisbehavior is not
toleratedWe encourage *** *** to return our call to discuss any further concerns he has or contact his Home clubThank you
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.Good Morning,
The email from LA Fitness is by far First off, can LA Fitness business please let me know the only one person did I request to work with That's totally by far, when I've worked with different trainers there and enjoy everyone one and don't remember any one of their names to make such a requestBefore LA Fitness made that comment, they should have said a name, but they didn't and try to make a generic statement because it's not true by not mentioning a nameThey should have also checked the books that I've worked with different trainers, so that will make their statement that I just requested to work with one, when I've worked with
Also, my reason for awaiting to hear back from the Director then, name *** was not to train, but because since he was the directorI was trying to discuss and give him my information in regards to my severe medical conditions, treatments, under Doctors care per heavily medication, that would not allow me to train anymore since March 2015, due to my health and medical situation I did not want to discuss my personal information with anyone within and submit my paperwork to him I'm currently still under Doctor care and medication that will not allow me to train since March I've attached radiology treatment and Doctors note that even required me not to goto work, let alone train My health and medical condition supersedes the information that's being spoken by LA Fitness and I do believe in their contract it states this about medical situations and being under Doctor care
Also again, I was told by *** that sits at the front desk and LA Fitness billing department that I would no longer be charged for training I spoke to them more then once in front of a witness, that's willing to testify of this cruelty The same day I was told that I would not be charged, is the same day LA Fitness took from my account that was NOT authorized at all My health is very important to me and my family and my conditions doesn't allow me to train at all I've attached some medical information Once LA Fitness has read, please refund me my money because this is a medical issue Thanks for understanding my heath comes first.., Thanks in advance
Regards,*** ***
LA Fitness cancelled the remaining term of *** *** personal training agreement with no further billing or obligation and we processed a refund for the personal training dues billed after the Master Trainer left the company (refund applied to the same account used for payment)Please allow 5-
business days for the refund to post to his account
Management has made several attempts to contact *** *** to discuss her concerns regarding the membership agreement she signed on June 27, at our *** ** location However, we have not received a return callAs a courtesy, we have waived a balance on the account of $
and issued a refund in the amount of $to the *** Card on file
Refunds typically take 5-business days to completeThe refund of $is based on the difference of the rate member signed on her agreement for $monthly and the rate she thought was available for $monthlyWe believe this will resolve *** *** concerns and encourage her to return our calls should she need additional assistanceThank you
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 an acceptable resolution My membership was cancelled and I must stop being billed for services I'm not receiving
Regards,
*** ***
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 resolvedI still consider that the contract was completely misrepresented and the company should not be permitted to keep issuing these contracts to unsuspecting customersI'm sure you will be seeing many more complaints from other customers in regards to their personal training contracts. Thank you for looking into this matter
Sincerely,
*** ***
Management contacted *** *** regarding her concerns with billing adjustments that were requested for her monthly billed family membership and the experience with local staff when attempting to update her accountsBased on that conversation, we understand that the request to change the billing
information was applied to the family membership but was not updated on the Kids Klub membershipWe apologize for the inconvenience and regret that *** *** came away from interactions with local staff feeling like our staff has not behaved professionallyAs a courtesy, we processed a refund of $on her family membership and $on the Kids Klub membershipThe refunds will be processed back to the *** card on file and typically take 5-business days to complete*** *** has decided to continue with her membershipsWe believe this matter to be resolvedThank you
Management contacted cardholder regarding her complaintManagement as courtesy has agreed to cancel both membership and honoring a full refund in the amount of $
The refunds can take up to 5-days to process and will go back to the Visa card on fileWe believe this matter to be resolved
Thank 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,
*** ***
We apologize for member’s experience with ***That is not the experience we want any of our members to have and we can add back any sessions she was not satisfied withIt should also be noted that our Personal Training Director had previously been in contact with member regarding her concerns but she refused any assistance to resolve her concerns and is intent on not fulfilling her contractual obligationThere is no grounds to now terminate the agreement early without a feeAs outlined in our initial response, LA Fitness will honor the voluntary cancellation provision of member’s personal training agreement should she elect to take advantage of itOtherwise, she should be expected to honor her agreement as LA Fitness stands ready to address her concerns and provide the services for which she contracted
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
When *** and I met *** *** on 12/we discussed the problems with the personal training program*** asked me to email him before my billing date (1/20/2017), to let him know how my training sessions had been going once they have started this yearHe said he would personally find a personal trainer for me at amThe first training session would be with me, him, and a reliable trainerOn 12/30, I received confirmation from LA Fitness that my personal training sessions would be cancelled per my requestI would have days from my last bill (1/20) to use up personal training sessions*** and *** were to meet me on January *** did not show and *** did not have time that dayI did see him on 1/for a session which had another gym member*** said he would contact me after the session but never didI emailed *** on 1/to let him know *** had not contacted meI received an email on Sunday, 1/, saying I had two training sessions the following dayWhen I logged into my account I discovered I had been scheduled for two sessions a day for the next two weeks (starting Monday 1/through Friday 1/20) without a conversationOn Monday, 1/9, *** contacted me via text message at 5:AM to tell me he had to cancel the AM session*** then left me a voicemail that night saying he could no longer make that time and all future sessions were cancelledI contacted *** on how to proceedOn Tuesday, *** contacted me and said he would contact *** *** *** contacted me on 1/12, to tell me I had to schedule my sessions with *** *** (inconsistent and not there at AM) or schedule through the front deskThat day I also contacted *** and he communicated that this is not what he directed *** *** to do and would follow upI also contacted *** that day to ask him to follow through per ***'s instructionsI asked the front desk on 1/ 15, about a am trainer they could not do it.LA Fitness has not met the terms of the agreementI have repeatedly reached out to try to set up appointments with trainers to use my personal training sessionsI would like to be refunded for unused sessions since it has been apparent there is no one who is available to honor the terms of the contractI proactively tried to set up and use these sessions and only two sessions since January has been usedI should not be penalized due to staffing issues by your personal training staff
Regards,
*** And *** *** And ***
Management spoke to member and explained our guest pass processWe honored a two week guest pass and will refund one month of dues $as a courtesy. Refunds could take up to 7-days to process and will go back to the checking account on file. We believe this matter to be
resolved. Thank you
Management spoke to *** *** regarding the incident that occurred at the *** locationWe assured him all issues will be addressed with staff and member was satisfied with the follow upWe believe this issue to be resolvedThank you
LA Fitness cancelled member's personal training agreement with no further billing or obligation and we are in the process of refunding the previous payments (refunds applied to the same account used for payment)Please allow 5-business days for the refunds to post to the account
Our District Operations Manager contacted member regarding her concernsWe cancelled her regular fitness membership per her request but she elected not to take advantage of the voluntary cancellation provision to cancel her personal training agreement early at that time stating that she wanted to
review her personal training agreement first before doing so
Management spoke to *** *** regarding his son *** monthly billed fitness membershipAn immediate cancellation has been processed and no further billing will occurHe claims to have mailed in a cancellation, however our records indicate we did not receive a 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 properlyNonetheless as a courtesy we have issued a refund for months of monthly dues in the amount of $back to the *** *** Refunds take about 5-business days to be refundedThis matter has been resolvedThank you
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 refereWhat is the offer - I really don't see what the offer is?
Regards,
Scott ***
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,
*** ***
Member expressed concerns that her personal trainers have failed to show up on several occasions. LA Fitness realizes that if this happens, it is a very frustrating experience for the client. Accordingly, the personal training agreement provides that if that happens, member will receive
free additional personal training session (in addition to making up the one that was missed). Thus, the fact that sessions were missed does not entitle member to a refund or to terminate the agreement and abandon her contractual obligations early without a feeIt should also be noted that our District Vice President attempted to contact member to address her concerns and resolve her scheduling issues but she would not answer his callsIf member no longer wishes to continue with her personal training agreement, her agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the agreementLA Fitness will honor this cancellation provision of member’s agreement should she elect to take advantage of itOtherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted
We have made several to contact *** *** in regards to the incident that occurred on 11/17/at our *** locationWe have not received a return call We assure *** *** that the incident has been addressed with all employees involved and thisbehavior is not
toleratedWe encourage *** *** to return our call to discuss any further concerns he has or contact his Home clubThank you
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.Good Morning,
The email from LA Fitness is by far First off, can LA Fitness business please let me know the only one person did I request to work with That's totally by far, when I've worked with different trainers there and enjoy everyone one and don't remember any one of their names to make such a requestBefore LA Fitness made that comment, they should have said a name, but they didn't and try to make a generic statement because it's not true by not mentioning a nameThey should have also checked the books that I've worked with different trainers, so that will make their statement that I just requested to work with one, when I've worked with
Also, my reason for awaiting to hear back from the Director then, name *** was not to train, but because since he was the directorI was trying to discuss and give him my information in regards to my severe medical conditions, treatments, under Doctors care per heavily medication, that would not allow me to train anymore since March 2015, due to my health and medical situation I did not want to discuss my personal information with anyone within and submit my paperwork to him I'm currently still under Doctor care and medication that will not allow me to train since March I've attached radiology treatment and Doctors note that even required me not to goto work, let alone train My health and medical condition supersedes the information that's being spoken by LA Fitness and I do believe in their contract it states this about medical situations and being under Doctor care
Also again, I was told by *** that sits at the front desk and LA Fitness billing department that I would no longer be charged for training I spoke to them more then once in front of a witness, that's willing to testify of this cruelty The same day I was told that I would not be charged, is the same day LA Fitness took from my account that was NOT authorized at all My health is very important to me and my family and my conditions doesn't allow me to train at all I've attached some medical information Once LA Fitness has read, please refund me my money because this is a medical issue Thanks for understanding my heath comes first.., Thanks in advance
Regards,*** ***
LA Fitness cancelled the remaining term of *** *** personal training agreement with no further billing or obligation and we processed a refund for the personal training dues billed after the Master Trainer left the company (refund applied to the same account used for payment)Please allow 5-
business days for the refund to post to his account
Management has made several attempts to contact *** *** to discuss her concerns regarding the membership agreement she signed on June 27, at our *** ** location However, we have not received a return callAs a courtesy, we have waived a balance on the account of $
and issued a refund in the amount of $to the *** Card on file
Refunds typically take 5-business days to completeThe refund of $is based on the difference of the rate member signed on her agreement for $monthly and the rate she thought was available for $monthlyWe believe this will resolve *** *** concerns and encourage her to return our calls should she need additional assistanceThank you
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 an acceptable resolution My membership was cancelled and I must stop being billed for services I'm not receiving
Regards,
*** ***
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 resolvedI still consider that the contract was completely misrepresented and the company should not be permitted to keep issuing these contracts to unsuspecting customersI'm sure you will be seeing many more complaints from other customers in regards to their personal training contracts. Thank you for looking into this matter
Sincerely,
*** ***
Management contacted *** *** regarding her concerns with billing adjustments that were requested for her monthly billed family membership and the experience with local staff when attempting to update her accountsBased on that conversation, we understand that the request to change the billing
information was applied to the family membership but was not updated on the Kids Klub membershipWe apologize for the inconvenience and regret that *** *** came away from interactions with local staff feeling like our staff has not behaved professionallyAs a courtesy, we processed a refund of $on her family membership and $on the Kids Klub membershipThe refunds will be processed back to the *** card on file and typically take 5-business days to complete*** *** has decided to continue with her membershipsWe believe this matter to be resolvedThank you
Management contacted cardholder regarding her complaintManagement as courtesy has agreed to cancel both membership and honoring a full refund in the amount of $
The refunds can take up to 5-days to process and will go back to the Visa card on fileWe believe this matter to be resolved
Thank 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,
*** ***
We apologize for member’s experience with ***That is not the experience we want any of our members to have and we can add back any sessions she was not satisfied withIt should also be noted that our Personal Training Director had previously been in contact with member regarding her concerns but she refused any assistance to resolve her concerns and is intent on not fulfilling her contractual obligationThere is no grounds to now terminate the agreement early without a feeAs outlined in our initial response, LA Fitness will honor the voluntary cancellation provision of member’s personal training agreement should she elect to take advantage of itOtherwise, she should be expected to honor her agreement as LA Fitness stands ready to address her concerns and provide the services for which she contracted
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
When *** and I met *** *** on 12/we discussed the problems with the personal training program*** asked me to email him before my billing date (1/20/2017), to let him know how my training sessions had been going once they have started this yearHe said he would personally find a personal trainer for me at amThe first training session would be with me, him, and a reliable trainerOn 12/30, I received confirmation from LA Fitness that my personal training sessions would be cancelled per my requestI would have days from my last bill (1/20) to use up personal training sessions*** and *** were to meet me on January *** did not show and *** did not have time that dayI did see him on 1/for a session which had another gym member*** said he would contact me after the session but never didI emailed *** on 1/to let him know *** had not contacted meI received an email on Sunday, 1/, saying I had two training sessions the following dayWhen I logged into my account I discovered I had been scheduled for two sessions a day for the next two weeks (starting Monday 1/through Friday 1/20) without a conversationOn Monday, 1/9, *** contacted me via text message at 5:AM to tell me he had to cancel the AM session*** then left me a voicemail that night saying he could no longer make that time and all future sessions were cancelledI contacted *** on how to proceedOn Tuesday, *** contacted me and said he would contact *** *** *** contacted me on 1/12, to tell me I had to schedule my sessions with *** *** (inconsistent and not there at AM) or schedule through the front deskThat day I also contacted *** and he communicated that this is not what he directed *** *** to do and would follow upI also contacted *** that day to ask him to follow through per ***'s instructionsI asked the front desk on 1/ 15, about a am trainer they could not do it.LA Fitness has not met the terms of the agreementI have repeatedly reached out to try to set up appointments with trainers to use my personal training sessionsI would like to be refunded for unused sessions since it has been apparent there is no one who is available to honor the terms of the contractI proactively tried to set up and use these sessions and only two sessions since January has been usedI should not be penalized due to staffing issues by your personal training staff
Regards,
*** And *** *** And ***
Management spoke to member and explained our guest pass processWe honored a two week guest pass and will refund one month of dues $as a courtesy. Refunds could take up to 7-days to process and will go back to the checking account on file. We believe this matter to be
resolved. Thank you
Management spoke to *** *** regarding the incident that occurred at the *** locationWe assured him all issues will be addressed with staff and member was satisfied with the follow upWe believe this issue to be resolvedThank you
LA Fitness cancelled member's personal training agreement with no further billing or obligation and we are in the process of refunding the previous payments (refunds applied to the same account used for payment)Please allow 5-business days for the refunds to post to the account
Our District Operations Manager contacted member regarding her concernsWe cancelled her regular fitness membership per her request but she elected not to take advantage of the voluntary cancellation provision to cancel her personal training agreement early at that time stating that she wanted to
review her personal training agreement first before doing so
Management spoke to *** *** regarding his son *** monthly billed fitness membershipAn immediate cancellation has been processed and no further billing will occurHe claims to have mailed in a cancellation, however our records indicate we did not receive a 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 properlyNonetheless as a courtesy we have issued a refund for months of monthly dues in the amount of $back to the *** *** Refunds take about 5-business days to be refundedThis matter has been resolvedThank you
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 refereWhat is the offer - I really don't see what the offer is?
Regards,
Scott ***
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,
*** ***