Management contacted *** *** regarding her concern related to the options available to process a freeze request on her membership*** *** is requesting the freeze fee of $35, be waived and for the duration of the freeze to be months’ timeOur District Manager spoke with
*** *** and confirmed that a courtesy was previously extended on her membership that waived the freeze fee in the past
At that time, *** *** was advised that future freeze requests would be based on our standard freeze procedures which includes a $freeze, for a maximum of months suspensionNevertheless, we have agreed to allow member to contact back at a later date to process the freeze fee, but will honor the start date of the month freeze as 11/2/Member is satisfied with resolution and will contact back once she is ready to process $freeze feeWe will continue in our efforts to support this memberThank you
Management spoke to *** *** on 10/9/regarding the cancellation of her and Sean Smiths monthly billed membershipPer her request we have processed an immediate cancellation for both memberships and no further
billing will occurA refund in the amount of $for August monthly
dues will be refunded back to the checking account on fileRefunds take about 5-7 business days to be refunded backThe balance for September monthly dues in the
amount of $has been waived and no further balance is owed Members are satisfiedThank you
*** *** purchased personal training services pursuant to a written and fully executed agreement (“Agreement”)The Agreement was for a minimum initial term of months, beginning 8/16/(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 servicesShe further agreed to make more consecutive monthly payments, in the amount of $175.00, beginning 9/16/2016, 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 of the payment schedule section of the 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 AgreementThis provision is clearly outlined on page of the agreementIn addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of her personal training agreement with the initial term of months and the voluntary cancellation provisionThis Checklist was reviewed with her at the time of the sale, as acknowledged by her signature and initials on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response)
It should be noted that all LA Fitness personal trainers are required to be certified by an approved certification provider and to show current proof of certification in order to be hired by LA FitnessAdditional, this agreement does not include nutritional counseling or advice, as stated on the New Client Checklist, and should those services be desired we recommend the member seek the services of a licensed nutritionist or dietician
Thus, under the clear and explicit terms of the Agreement, member is not entitled to a refund or to terminate the Agreement and abandon her contractual obligations (which were very clearly spelled out for her and acknowledged by her) early without a fee
Nevertheless, LA Fitness relieved member of her obligation to the remaining agreement term and waived the standard early termination fee, which would have been half 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 member
We believe this resolves the matter, but please advise if we can be of further assistance
Management has made several attempts to contact Mrs*** by phone to discuss her billing concerns related to her son’s monthly dues membershipMrs*** stated that she discussed a membership rate with a staff member but her son was registered for a different membership and rateA
cancellation of his monthly dues membership was completed on 7/13/There is no history of a cancellation prior to 7/13/Nevertheless, as a courtesy we have issued a refund for the July and June monthly billingsThe refund of $*** was processed electronically back to the Visa card on fileWe encourage Mrs*** to return our phone calls so we can adequately discuss any additional resolution optionsThank you
Management spoke with Ms*** regarding her concernsAs a courtesy, Management canceled her membership and refunded the last payment of $Refunds typically, could take up 5-business days to complete and will go back to the Visa Card on fileWe believe this matter to be resolved
Thank you
Our District Vice President contacted *** *** regarding her concernsThe personal training agreement her mother signed does not include a provision that allows her to freeze the monthly duesShe was not aware, however, that the sessions she didn’t use rolled over and would have been available
for her to use when she returned
*** *** explained that her mother would have continued with the program had that been communicated to her beforehandHowever, as of the time of this response, *** *** mother has disputed the payments with her bank and defaulted on the agreement term
Since it is apparent that she now has no intention to fulfill her contractual obligation to the remaining personal training agreement term, we have released her from this obligation to make the remaining payments due under her agreement. Additionally, LA Fitness will not pursue her for the outstanding balance she 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 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,
*** ***
This response will serve as confirmation that LA Fitness cancelled the remaining term of member's personal training agreement with no further billing or obligation and we processed a refund in the amount of $on 1/7/(refund applied to the same account used for payment)Please allow 3-
business days for the refund to post to the account
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.Regards,*** ***
Our District Vice President has been in contact with member regarding her concernsWe have a Certified trainer available for member at our *** *** locationIn fact, member trained with him several times in November, after *** left the companyIt should also be noted that we offered to
upgrade her regular fitness membership from Single Club access to Multi Club access, at no additional charge, so that she could train at our *** *** location, just miles away from the *** *** location, where we have many other Certified trainers available to member
However, it seems member is simply choosing not to continue with the serviceThis does not entitle member to a refund or to terminate the agreement early without a feeIn addition, LA Fitness is not changing the terms of member’s personal training agreementWe simply informed her that she had the option to upgrade her agreement to include Master Training if she wanted to train with a Master trainer but she is not obligated to do so
If member no longer wishes to continue with the 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 the voluntary cancellation provision in her agreement should she elect to take advantage of itOtherwise, member should be expected to honor her agreement as LA Fitness stands ready to accommodate her concerns and provide the services for which she contracted
Management has made several attempts to contact *** *** regarding his fitness membership and the concerns that he hasWe encourage him to return are callThank you
Management left messages regarding *** *** complaint. To resolve her complaint management waived balance to zero. We encourage member to contact us if she wishes to discuss further. We believe this matter to be resolved
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 continue to reject this offer*** ***, the
employee who sold me both my membership and personal training, had FULL
knowledge of my intent to leave Florida in DecemberHe was aware I was a
college student at UT who was graduating in the upcoming semester and planning
to return home to MassachusettsHe was deceitful and misleading in his sales
practicesHe presented the personal training services in the same manner he
presented the month-to-month membershipI was NEVER given the contract to read
before handI was simply prompted to sign and initial on a small electronic
screen as he spoke to meDuring this time I distinctly remember asking him if
there were any “hidden cancelation fees” and having him assure me there was
notBack in October when this issue surfaced, *** told me as long as I wrote
a convincing letter to HQ that I would be let out of the contractThis was
again another lie
Coincidently, in the past week I have come across yet
another member who claims she has experienced similar misleading sales practices
at this same facilityA former employee of this facility has also attested to
knowing how sales personnel are known to deliberately manipulate members and
care just about the money.
If I really wanted to I could delve deeper into a number of
others issues I haveFor starters how on the personal training contract I was
charged a $processing fee and $enrollment fee, which I was never
informed about either or how for the first three months of my monthly
membership I was charged a $racquetball fee, yet the facility does not
even have a racquetball courtAlthough the $racquetball charges have
stopped, only because I had brought it to the attention of a customer service
employee, I have still not been refunded for the months I was charged
L.A Fitness is a billion dollar company with franchises all
over the globeTheir business will not sink or plummet if they simply wave the
early buyout fee for meI am a college student working two jobs in order to
cover my expenses and the cost of this termination will severely impact my
living since it amounts up to at least a months worth of work for meAll I
want and am asking from L.A Fitness is to be let out of this contract without
the early buyout feeI am a young, active, woman with
many years ahead of meIf this issue continues to stay unresolved, I will
certainly never choose to become a L.A Fitness member ever again and I will be
sure to spread word about how I was treated and what I dealt with to all of my
classmates, friends, and family
Regards,
*** ***
Management spoke to *** *** regarding the renewal of his yearly membershipHis yearly membership has been expired since 11/28/and was contacted several times prior to his expiration date to renew in order to stay currentHe has been advised that his membership is expired and is not renewable
Should he wish to continue to be a member he will have to purchase a new membership at the current rateMember understandsNo further action will be takenThank you
Management spoke with Mr*** regarding his concernsMr*** would like to keep his membershipWe provided him with the option of prepaying his membership rather than doing a paid in full conversion by changing terms and pricingMr*** was advised that prepayment can be made at the
club or he can contact Management directlyWe also processed a refund in the amount of $back to the card ending in Refunds typically could take up to 5-business days to complete and pushed out his bill date to 11/2/We believe this matter to be resolvedThank you
LA Fitness cancelled member's personal training agreement and we processed a refund in the amount of $(refund applied to the same account used for payment)Please allow 5-business days for the refund to post to the account
Management spoke to *** *** regarding her personal training membership and after explaining the terms of her agreement it was agreed upon to process a partial refund in the amount of $back to the *** *cardRefunds take about 5-business daysMember is satisfiedThank 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
I have provided the respondent a phone number to call me and at what time They have not called, still waiting.No resolution has been made Their feeble attempt is not impressive
Regards,
*** ***
Management has made several attempts to contact *** *** regarding her complaintManagement has not heard back from *** ***
To resolve this matter, we cancelled this membership on 9-7-and Email her a cancellation receiptWe believe this matter to be resolvedThank you
Management contacted *** *** regarding her concern related to the options available to process a freeze request on her membership*** *** is requesting the freeze fee of $35, be waived and for the duration of the freeze to be months’ timeOur District Manager spoke with
*** *** and confirmed that a courtesy was previously extended on her membership that waived the freeze fee in the past
At that time, *** *** was advised that future freeze requests would be based on our standard freeze procedures which includes a $freeze, for a maximum of months suspensionNevertheless, we have agreed to allow member to contact back at a later date to process the freeze fee, but will honor the start date of the month freeze as 11/2/Member is satisfied with resolution and will contact back once she is ready to process $freeze feeWe will continue in our efforts to support this memberThank you
Management spoke to *** *** on 10/9/regarding the cancellation of her and Sean Smiths monthly billed membershipPer her request we have processed an immediate cancellation for both memberships and no further
billing will occurA refund in the amount of $for August monthly
dues will be refunded back to the checking account on fileRefunds take about 5-7 business days to be refunded backThe balance for September monthly dues in the
amount of $has been waived and no further balance is owed Members are satisfiedThank you
*** *** purchased personal training services pursuant to a written and fully executed agreement (“Agreement”)The Agreement was for a minimum initial term of months, beginning 8/16/(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 servicesShe further agreed to make more consecutive monthly payments, in the amount of $175.00, beginning 9/16/2016, 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 of the payment schedule section of the 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 AgreementThis provision is clearly outlined on page of the agreementIn addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of her personal training agreement with the initial term of months and the voluntary cancellation provisionThis Checklist was reviewed with her at the time of the sale, as acknowledged by her signature and initials on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response)
It should be noted that all LA Fitness personal trainers are required to be certified by an approved certification provider and to show current proof of certification in order to be hired by LA FitnessAdditional, this agreement does not include nutritional counseling or advice, as stated on the New Client Checklist, and should those services be desired we recommend the member seek the services of a licensed nutritionist or dietician
Thus, under the clear and explicit terms of the Agreement, member is not entitled to a refund or to terminate the Agreement and abandon her contractual obligations (which were very clearly spelled out for her and acknowledged by her) early without a fee
Nevertheless, LA Fitness relieved member of her obligation to the remaining agreement term and waived the standard early termination fee, which would have been half 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 member
We believe this resolves the matter, but please advise if we can be of further assistance
Management has made several attempts to contact Mrs*** by phone to discuss her billing concerns related to her son’s monthly dues membershipMrs*** stated that she discussed a membership rate with a staff member but her son was registered for a different membership and rateA
cancellation of his monthly dues membership was completed on 7/13/There is no history of a cancellation prior to 7/13/Nevertheless, as a courtesy we have issued a refund for the July and June monthly billingsThe refund of $*** was processed electronically back to the Visa card on fileWe encourage Mrs*** to return our phone calls so we can adequately discuss any additional resolution optionsThank you
Management spoke with Ms*** regarding her concernsAs a courtesy, Management canceled her membership and refunded the last payment of $Refunds typically, could take up 5-business days to complete and will go back to the Visa Card on fileWe believe this matter to be resolved
Thank you
Our District Vice President contacted *** *** regarding her concernsThe personal training agreement her mother signed does not include a provision that allows her to freeze the monthly duesShe was not aware, however, that the sessions she didn’t use rolled over and would have been available
for her to use when she returned
*** *** explained that her mother would have continued with the program had that been communicated to her beforehandHowever, as of the time of this response, *** *** mother has disputed the payments with her bank and defaulted on the agreement term
Since it is apparent that she now has no intention to fulfill her contractual obligation to the remaining personal training agreement term, we have released her from this obligation to make the remaining payments due under her agreement. Additionally, LA Fitness will not pursue her for the outstanding balance she 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 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,
*** ***
This response will serve as confirmation that LA Fitness cancelled the remaining term of member's personal training agreement with no further billing or obligation and we processed a refund in the amount of $on 1/7/(refund applied to the same account used for payment)Please allow 3-
business days for the refund to post to the account
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.Regards,*** ***
Our District Vice President has been in contact with member regarding her concernsWe have a Certified trainer available for member at our *** *** locationIn fact, member trained with him several times in November, after *** left the companyIt should also be noted that we offered to
upgrade her regular fitness membership from Single Club access to Multi Club access, at no additional charge, so that she could train at our *** *** location, just miles away from the *** *** location, where we have many other Certified trainers available to member
However, it seems member is simply choosing not to continue with the serviceThis does not entitle member to a refund or to terminate the agreement early without a feeIn addition, LA Fitness is not changing the terms of member’s personal training agreementWe simply informed her that she had the option to upgrade her agreement to include Master Training if she wanted to train with a Master trainer but she is not obligated to do so
If member no longer wishes to continue with the 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 the voluntary cancellation provision in her agreement should she elect to take advantage of itOtherwise, member should be expected to honor her agreement as LA Fitness stands ready to accommodate her concerns and provide the services for which she contracted
Management has made several attempts to contact *** *** regarding his fitness membership and the concerns that he hasWe encourage him to return are callThank you
Management left messages regarding *** *** complaint. To resolve her complaint management waived balance to zero. We encourage member to contact us if she wishes to discuss further. We believe this matter to be resolved
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 continue to reject this offer*** ***, the
employee who sold me both my membership and personal training, had FULL
knowledge of my intent to leave Florida in DecemberHe was aware I was a
college student at UT who was graduating in the upcoming semester and planning
to return home to MassachusettsHe was deceitful and misleading in his sales
practicesHe presented the personal training services in the same manner he
presented the month-to-month membershipI was NEVER given the contract to read
before handI was simply prompted to sign and initial on a small electronic
screen as he spoke to meDuring this time I distinctly remember asking him if
there were any “hidden cancelation fees” and having him assure me there was
notBack in October when this issue surfaced, *** told me as long as I wrote
a convincing letter to HQ that I would be let out of the contractThis was
again another lie
Coincidently, in the past week I have come across yet
another member who claims she has experienced similar misleading sales practices
at this same facilityA former employee of this facility has also attested to
knowing how sales personnel are known to deliberately manipulate members and
care just about the money.
If I really wanted to I could delve deeper into a number of
others issues I haveFor starters how on the personal training contract I was
charged a $processing fee and $enrollment fee, which I was never
informed about either or how for the first three months of my monthly
membership I was charged a $racquetball fee, yet the facility does not
even have a racquetball courtAlthough the $racquetball charges have
stopped, only because I had brought it to the attention of a customer service
employee, I have still not been refunded for the months I was charged
L.A Fitness is a billion dollar company with franchises all
over the globeTheir business will not sink or plummet if they simply wave the
early buyout fee for meI am a college student working two jobs in order to
cover my expenses and the cost of this termination will severely impact my
living since it amounts up to at least a months worth of work for meAll I
want and am asking from L.A Fitness is to be let out of this contract without
the early buyout feeI am a young, active, woman with
many years ahead of meIf this issue continues to stay unresolved, I will
certainly never choose to become a L.A Fitness member ever again and I will be
sure to spread word about how I was treated and what I dealt with to all of my
classmates, friends, and family
Regards,
*** ***
Management spoke to *** *** regarding the renewal of his yearly membershipHis yearly membership has been expired since 11/28/and was contacted several times prior to his expiration date to renew in order to stay currentHe has been advised that his membership is expired and is not renewable
Should he wish to continue to be a member he will have to purchase a new membership at the current rateMember understandsNo further action will be takenThank you
It is ok if they contact meThey are going to refund the money within to business days
Management spoke with Mr*** regarding his concernsMr*** would like to keep his membershipWe provided him with the option of prepaying his membership rather than doing a paid in full conversion by changing terms and pricingMr*** was advised that prepayment can be made at the
club or he can contact Management directlyWe also processed a refund in the amount of $back to the card ending in Refunds typically could take up to 5-business days to complete and pushed out his bill date to 11/2/We believe this matter to be resolvedThank you
LA Fitness cancelled member's personal training agreement and we processed a refund in the amount of $(refund applied to the same account used for payment)Please allow 5-business days for the refund to post to the account
Management spoke to *** *** regarding her personal training membership and after explaining the terms of her agreement it was agreed upon to process a partial refund in the amount of $back to the *** *cardRefunds take about 5-business daysMember is satisfiedThank 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
I have provided the respondent a phone number to call me and at what time They have not called, still waiting.No resolution has been made Their feeble attempt is not impressive
Regards,
*** ***
Management has made several attempts to contact *** *** regarding her complaintManagement has not heard back from *** ***
To resolve this matter, we cancelled this membership on 9-7-and Email her a cancellation receiptWe believe this matter to be resolvedThank you