Management contacted *** *** regarding her concerns with the cancellation procedure for her monthly billed membership and her frustration with the lack of responsiveness by the managers at her local clubWe apologize for the experience she had and in no way condone such alleged behaviorLA
Fitness strives to provide excellent customer service to our membersWe do provide 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-receipt
Our cancellation policy is not designed to make it difficult for our members to cancel, but to ensure cancellations are handled properlyThe cancellation for *** ***’s family membership was completed on April 18, As a courtesy, we have issued a refund in the amount of $back to the *** on fileTypically refunds take 5-business days to completeWe believe this matter to be resolvedThank you
Our records reflect that *** *** purchased personal training services pursuant to a written and fully executed agreement (“Agreement”)The Agreement was for a minimum initial term of months, beginning 11/15/(the “Initial Term”). Mrs*** paid $for the first month
of personal training sessionsShe further agreed to make more payments, in the amount of $each, every month, 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 AgreementIn addition, the Agreement included a New Client Checklist which outlined key terms, including her acknowledgement that he received and read a copy of his personal training agreement with the initial term of months (copies of the agreement and New Client Checklist as included with this response)
Mrs***’s personal training services agreement specifically provided her with a 45-day right to cancel if these terms did not match her understanding (or for any reason) for a full refundHowever, she did not take advantage of this option within the rescission period Thus, under the clear and explicit terms of the Agreement, Mrs*** 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
If Mrs*** no longer wishes to continue with her valid 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 voluntary cancellation provision of the 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
Management spoke to *** *** regarding the freezing of her annual paid in full fitness membershipShe expressed that she froze due to military deployment and was not advised of a freeze fee if she were to freeze for this reasonHowever, at the time of her request she was charged a freeze fee in
the amount of Upon receiving proof of deployment a refund in the amount of $has been refunded back to the *** cardRefunds take about 5-business days to be refunded
The expiration date has been extended to 12/28/Member is satisfiedThank 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
Our District Operations Manager contacted member regarding his concerns and we processed a refund in the amount of $for February's monthly payment (refund applied to the same account used for payment)
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
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 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 his fitness membership and the concerns that he hasWe encourage him to return are callThank you
Management spoke to *** *** regarding the billing of his monthly fitness membershipAfter explaining the charges and that he should have been on a frozen status for the months of June, July and August at a monthly rate of per monthHis freeze request was not processed resulting in being
over billedIt was agreed upon to issue a refund for the difference in the amount of $back to the *** refunds take about 5-business daysPer his request an immediate cancellation ahs been processed and no further billing will occurMember is satisfiedthank you
Member requested that we refund the initiation fee because she is a *** employeeManagement agreed as a courtesy to refund $initiation fee which includes tax. The refund will be processed to *** card on file and could take up to 5-days to receiveWe believe this matter to
be resolved
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 It is resolved
Regards,
*** ***
*** *** 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 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
Management contacted Mr*** regarding the cancellation of his monthly dues membershipMr*** stated he attempted to cancel via telephone, which is not an acceptable form of cancellationAs a result, no such cancellation was processed. The history on Mr***’s account reflects
that he was previously advised both by telephone of accepted cancellation proceduresLA Fitness provides members with the option to cancel their membership at any location with an Operations Manager between the hours of 9AM-5PM Monday through Friday, but we strongly advise that member's mail in a written cancellation request via certified mail to ensure return-receiptThis cancellation policy is not designed to make it difficult for our members to cancel, but rather to ensure cancellations are handled properlyAs a courtesy, a cancellation was completed, the past owed balance of $has been waived and we have also agreed to a refund back to his Master card on file in the amount of $Refunds typically take 5-business days to completeWe believe this matter to be resolvedThank you
Our District Vice President contacted member regarding her concerns and, in light of the service issues experienced, we cancelled the remaining term of her personal training agreement with no further billing or obligation
Management has made several attempts to contact Ms.*** regarding the cancellation of her monthly billed membershipPerher request a cancellation was processed on 12/11/by management and nofurther billing has occurredShould she wish to discuss this further weencourage her to return our
call or contact her home clubThank you
Our District Manager spoke to member regarding his concerns and they discussed cancelling the current agreement with the purchase of two new ones to accommodate themWe are currently waiting to hear back from member
Member has defaulted on the terms of her personal training agreementAs outlined in her agreement, specifically, the “Client’s Default” section on page two of her agreement which states, in part, that “Client shall be deemed in default of the agreement upon the failure to comply with any of the terms and conditions of the agreement, including, but not limited to, the obligation to make payment when due
Upon default, Client will not be able to utilize the services provided in the agreement, including any unused, accrued sessions”
Management contacted *** *** regarding her concerns with the cancellation procedure for her monthly billed membership and her frustration with the lack of responsiveness by the managers at her local clubWe apologize for the experience she had and in no way condone such alleged behaviorLA
Fitness strives to provide excellent customer service to our membersWe do provide 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-receipt
Our cancellation policy is not designed to make it difficult for our members to cancel, but to ensure cancellations are handled properlyThe cancellation for *** ***’s family membership was completed on April 18, As a courtesy, we have issued a refund in the amount of $back to the *** on fileTypically refunds take 5-business days to completeWe believe this matter to be resolvedThank you
Our records reflect that *** *** purchased personal training services pursuant to a written and fully executed agreement (“Agreement”)The Agreement was for a minimum initial term of months, beginning 11/15/(the “Initial Term”). Mrs*** paid $for the first month
of personal training sessionsShe further agreed to make more payments, in the amount of $each, every month, 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 AgreementIn addition, the Agreement included a New Client Checklist which outlined key terms, including her acknowledgement that he received and read a copy of his personal training agreement with the initial term of months (copies of the agreement and New Client Checklist as included with this response)
Mrs***’s personal training services agreement specifically provided her with a 45-day right to cancel if these terms did not match her understanding (or for any reason) for a full refundHowever, she did not take advantage of this option within the rescission period Thus, under the clear and explicit terms of the Agreement, Mrs*** 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
If Mrs*** no longer wishes to continue with her valid 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 voluntary cancellation provision of the 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
Management spoke to *** *** regarding the freezing of her annual paid in full fitness membershipShe expressed that she froze due to military deployment and was not advised of a freeze fee if she were to freeze for this reasonHowever, at the time of her request she was charged a freeze fee in
the amount of Upon receiving proof of deployment a refund in the amount of $has been refunded back to the *** cardRefunds take about 5-business days to be refunded
The expiration date has been extended to 12/28/Member is satisfiedThank 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
Our District Operations Manager contacted member regarding his concerns and we processed a refund in the amount of $for February's monthly payment (refund applied to the same account used for payment)
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
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 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 his fitness membership and the concerns that he hasWe encourage him to return are callThank you
Management spoke to *** *** regarding the billing of his monthly fitness membershipAfter explaining the charges and that he should have been on a frozen status for the months of June, July and August at a monthly rate of per monthHis freeze request was not processed resulting in being
over billedIt was agreed upon to issue a refund for the difference in the amount of $back to the *** refunds take about 5-business daysPer his request an immediate cancellation ahs been processed and no further billing will occurMember is satisfiedthank you
Member requested that we refund the initiation fee because she is a *** employeeManagement agreed as a courtesy to refund $initiation fee which includes tax. The refund will be processed to *** card on file and could take up to 5-days to receiveWe believe this matter to
be resolved
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 It is resolved
Regards,
*** ***
*** *** 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 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
Management contacted Mr*** regarding the cancellation of his monthly dues membershipMr*** stated he attempted to cancel via telephone, which is not an acceptable form of cancellationAs a result, no such cancellation was processed. The history on Mr***’s account reflects
that he was previously advised both by telephone of accepted cancellation proceduresLA Fitness provides members with the option to cancel their membership at any location with an Operations Manager between the hours of 9AM-5PM Monday through Friday, but we strongly advise that member's mail in a written cancellation request via certified mail to ensure return-receiptThis cancellation policy is not designed to make it difficult for our members to cancel, but rather to ensure cancellations are handled properlyAs a courtesy, a cancellation was completed, the past owed balance of $has been waived and we have also agreed to a refund back to his Master card on file in the amount of $Refunds typically take 5-business days to completeWe believe this matter to be resolvedThank you
Our District Vice President contacted member regarding her concerns and, in light of the service issues experienced, we cancelled the remaining term of her personal training agreement with no further billing or obligation
Management has made several attempts to contact Ms.*** regarding the cancellation of her monthly billed membershipPerher request a cancellation was processed on 12/11/by management and nofurther billing has occurredShould she wish to discuss this further weencourage her to return our
call or contact her home clubThank you
Our District Manager spoke to member regarding his concerns and they discussed cancelling the current agreement with the purchase of two new ones to accommodate themWe are currently waiting to hear back from member
Member has defaulted on the terms of her personal training agreementAs outlined in her agreement, specifically, the “Client’s Default” section on page two of her agreement which states, in part, that “Client shall be deemed in default of the agreement upon the failure to comply with any of the terms and conditions of the agreement, including, but not limited to, the obligation to make payment when due
Upon default, Client will not be able to utilize the services provided in the agreement, including any unused, accrued sessions”