Management contacted *** *** regarding her concerns with the status of her monthly dues membership and her frustration with local staff when attempting to address the billing terms of her membershipLA Fitness strives to provide excellent customer service and we regret that *** *** came
away from the situation feeling like local staff had not address her concerns in a professional manner
We appreciate our member’s feedback and concerns about our facilities and seek to provide a clean and healthy environmentManagement informed *** *** that her membership was not cancelled but placed in a revoked status due to non-paymentAs a courtesy, we have agreed to honor the reinstatement of *** *** membershipWe have waived $off the balance on *** *** membership and agreed to accept an adjusted balance amount of $to complete the reinstatement*** *** expressed her desire to continue her membership and plans to come into a location tomorrow to complete the reinstatement
We believe this matter to be resolvedThank you
LA Fitness contacted member regarding her concernsWe accepted to required documents via e-mail, cancelled the remaining term of her personal training agreement accordingly and processed a refund in the amount of $(refund applied to the same account used for payment)
Our previous response still stands
Management spoke to *** *** regarding his annual paid in full membershipHe requested that his membership be renewable at the $per year rateWe explained to him that his membership expired 5/5/which he was aware of when he signed our agreement on 2/12/We do not allow paid in full members to renew beyond year of the expiration dateHis request to renew has been declined and he will have to purchase a new membership at the current rateNo further action will be takenThank 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,
*** ***
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.They have delayed the cancellation to just after the montly fee was charged.
We have been trying to cancel for several weeks before, and they have given us many excusesincluding when I showed up personally to cancel they stated the cacelation hours were different. Then they commited to do it the next morning and did not
I want them to refun at least one month of fees for this delay, and another two months becasue of the time I had to waste to get this settled *** *** has not used the gym for over months and has been trying to cancel for the last three
By the way; it is obvious - from complaints on the web and teh Revdex.com in several juristictions - that this compnay uses delay tactics for cancellation requests, most likley to keep charging monthly dues automatically
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 resolved
Regards,
*** ***
Two of our District Managers, *** *and ***., have made several attempts to contact member regarding his concerns but their calls have not been answered or returnedMember purchased personal training services but not the services of any specific individual trainer and member understands
that he may be assigned to several different trainers over the course of his agreement term
Thus, the fact that he has had several different trainers does not entitle member to a refund or to terminate the agreement early without a feeIf member no longer wishes to continue with the remaining term of his personal training agreement, his agreement includes a voluntary cancelation provision, which affords him the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the Agreement
However, LA Fitness is willing to reduce the cancellation fee from 50% down to 25% of the remaining agreement balancePlease note that we are not contractually obligated to provide this remedy, but this is being offered as a customer service consideration for our memberOtherwise, we encourage member to return Scott or ***’s calls for further assistance
Member states that his wife membership should not have been billed and cancelled
Management as a customer consideration refunded last payment of $back to the *** on file.
Refunds could take up 7-days to complete. We believe this matter to be resolved and member
is satisfied with resolutionThank you
Our Area Manager contacted member regarding her concernsMember has been set up with a new personal trainer at our *** *** location and will continue with the service
Management spoke with *** *** regarding his continued request for a refund on his cancelled monthly membershipManagement reviewed the history on *** *** account with him, which reflects that he was previously advised by telephone of the accepted cancellation procedures*** *** cancellation was processed on 11/15/based on his in person request at the *** *** *** location*** *** final billing was 11/10/2016, which was prior to his cancellation request and is a valid charge
Our District Operations Manager again offered to accept the email *** *** sent to customer service on 10/25/as the effective cancellation date, although this is not an accepted form of cancellationTo resolve, we also offered to refund $for the 11/10/billing and $for the last month’s prepaid dues*** *** again declined our resolution offerWe will honor this resolution, if he should decide to accept itWe stand by this offer and believe it to be a fair and reasonable resolutionThank you
Management contacted *** *** regarding her concerns with the usage of the equipment in the Personal Training Zone and her experience with a local staff member when attempting to clarify usage of the designated areaManagement has been in contact with the local staff, at the ***
location, to help with resolving *** *** concerns
LA Fitness strives to provide excellent customer service and we regret that *** *** came away from the encounter with local staff feeling like they had not behaved professionallyWe did explain to *** *** that the Personal Training Zone in our locations is a designated area that is priority use for our trainers and their clients
Nevertheless, as a courtesy, we have agreed for *** *** to access the equipment, as long as the area is not being utilized*** *** has indicated that she appreciates the follow up and we assured her this issue has been addressedWe believe this matter to be resolved at this timeThank 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,
*** ***
LA Fitness cancelled member's personal training agreement and processed a refund (less services rendered)Refund applied to the same account used for payment
Management has made several attempts to contact *** *** regarding the cancellation of her monthly billed fitness membershipOur records indicate we did not receive a prior cancellation request and therefore the membership continued to billedAccording to the agreement that was signed on 7/9/
the membership continued to be billed accordingly until cancellation with usage thru November of No refund would be owed
LA 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 properlyAs a courtesy a cancellation was processed on 1/21/and no further billings have occurredShould she wish to discuss this further we encourage her to return our callThank you
Management spoke to member regarding her complaint
As a courtesy, management we agreed to refund payments of $totaling $Refunds typically could take up to 5-business days to complete and will go back to the*** card on file. We believe this matter to be resolvedThank
you
Management spoke to *** *** on 10/28/regarding the issue with the members being reimbursed for check ins by their insuranceWe are unable to modify our system once the check ins are enteredHowever, as a courtesy a refund in the amount of $has been refunded back to the *** card on file
This is to compensate for the missed check ins and the members not receiving their reimbursementMembers are satisfiedThank you
Management contacted Mr*** regarding his concerns and his protest of the revocation of his membershipHowever, LA Fitness has the right to choose not to do business with members whose presence in our club is disruptive to our staff or other members, which was the case with Mr***In such a
situation, LA Fitness feels it is appropriate to make sure its staff and members are able to be comfortable when coming to our gym and it has the right to decide to revoke a membership based on such concerns. This revocation is consistent with business practices as well as the specific terms of Mr***’s LA Fitness membership agreement In particular, those terms clearly state that “During Club use, all Members and guests will refrain from engaging in loud, foul or slanderous language or badgering or harassing other Members or club employees .” His membership agreement also specifically provides that LA Fitness reserves the right to terminate the agreement for any reason (with a refund of any prepaid dues for time the member is not permitted to use the gym). In short, LA Fitness is not required to keep doing business with a member it believes has broken its rules and engaged in inappropriate conduct Accordingly, it is not required to reinstate Mr***’s membership and it stands by this decision that he should start fresh with another gym, which Mr*** indicated he has done. Thank you
As outlined in our initial response, we cancelled the remaining term of member's personal training agreement with no further billing or obligation and processed a refund in the amount of $We were not contractually obligated to do so but this was done as a customer service consideration for our memberHowever, he is not entitled to an additional refund on top of the consideration already made
Management spoke to *** *** regarding her intentions for joining the gym was to utilize the Yoga classes and apologize for any scheduling conflicts that occurred or AC issues. We agreed to issue a refund in the amount of $back to the *** Refunds take about 5-business days to
be refundedWe believe this matter to be resolvedThank you
Our previous response still standsManagement has made several attempts to contact *** *** regarding the cancellation of his monthly billed membershipWe have yet to receive a return callHe claims to have attempted to cancel several timesOur records indicate we have not received such request to cancelLA Fitness provides members with the option to cancel their membership at any location between the hours of 8-Monday thru 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 properlyWe have taken it upon ourselves to go ahead and process a cancellation to prevent further billingShould *** *** wish to discuss this further please return our call or contact his home clubNo further action will be taken at this time. Thank you
Management contacted *** *** regarding her concerns with the status of her monthly dues membership and her frustration with local staff when attempting to address the billing terms of her membershipLA Fitness strives to provide excellent customer service and we regret that *** *** came
away from the situation feeling like local staff had not address her concerns in a professional manner
We appreciate our member’s feedback and concerns about our facilities and seek to provide a clean and healthy environmentManagement informed *** *** that her membership was not cancelled but placed in a revoked status due to non-paymentAs a courtesy, we have agreed to honor the reinstatement of *** *** membershipWe have waived $off the balance on *** *** membership and agreed to accept an adjusted balance amount of $to complete the reinstatement*** *** expressed her desire to continue her membership and plans to come into a location tomorrow to complete the reinstatement
We believe this matter to be resolvedThank you
LA Fitness contacted member regarding her concernsWe accepted to required documents via e-mail, cancelled the remaining term of her personal training agreement accordingly and processed a refund in the amount of $(refund applied to the same account used for payment)
Our previous response still stands
Management spoke to *** *** regarding his annual paid in full membershipHe requested that his membership be renewable at the $per year rateWe explained to him that his membership expired 5/5/which he was aware of when he signed our agreement on 2/12/We do not allow paid in full members to renew beyond year of the expiration dateHis request to renew has been declined and he will have to purchase a new membership at the current rateNo further action will be takenThank 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,
*** ***
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.They have delayed the cancellation to just after the montly fee was charged.
We have been trying to cancel for several weeks before, and they have given us many excusesincluding when I showed up personally to cancel they stated the cacelation hours were different. Then they commited to do it the next morning and did not
I want them to refun at least one month of fees for this delay, and another two months becasue of the time I had to waste to get this settled *** *** has not used the gym for over months and has been trying to cancel for the last three
By the way; it is obvious - from complaints on the web and teh Revdex.com in several juristictions - that this compnay uses delay tactics for cancellation requests, most likley to keep charging monthly dues automatically
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 resolved
Regards,
*** ***
Two of our District Managers, *** *and ***., have made several attempts to contact member regarding his concerns but their calls have not been answered or returnedMember purchased personal training services but not the services of any specific individual trainer and member understands
that he may be assigned to several different trainers over the course of his agreement term
Thus, the fact that he has had several different trainers does not entitle member to a refund or to terminate the agreement early without a feeIf member no longer wishes to continue with the remaining term of his personal training agreement, his agreement includes a voluntary cancelation provision, which affords him the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the Agreement
However, LA Fitness is willing to reduce the cancellation fee from 50% down to 25% of the remaining agreement balancePlease note that we are not contractually obligated to provide this remedy, but this is being offered as a customer service consideration for our memberOtherwise, we encourage member to return Scott or ***’s calls for further assistance
Member states that his wife membership should not have been billed and cancelled
Management as a customer consideration refunded last payment of $back to the *** on file.
Refunds could take up 7-days to complete. We believe this matter to be resolved and member
is satisfied with resolutionThank you
Our Area Manager contacted member regarding her concernsMember has been set up with a new personal trainer at our *** *** location and will continue with the service
Management spoke with *** *** regarding his continued request for a refund on his cancelled monthly membershipManagement reviewed the history on *** *** account with him, which reflects that he was previously advised by telephone of the accepted cancellation procedures*** *** cancellation was processed on 11/15/based on his in person request at the *** *** *** location*** *** final billing was 11/10/2016, which was prior to his cancellation request and is a valid charge
Our District Operations Manager again offered to accept the email *** *** sent to customer service on 10/25/as the effective cancellation date, although this is not an accepted form of cancellationTo resolve, we also offered to refund $for the 11/10/billing and $for the last month’s prepaid dues*** *** again declined our resolution offerWe will honor this resolution, if he should decide to accept itWe stand by this offer and believe it to be a fair and reasonable resolutionThank you
Management contacted *** *** regarding her concerns with the usage of the equipment in the Personal Training Zone and her experience with a local staff member when attempting to clarify usage of the designated areaManagement has been in contact with the local staff, at the ***
location, to help with resolving *** *** concerns
LA Fitness strives to provide excellent customer service and we regret that *** *** came away from the encounter with local staff feeling like they had not behaved professionallyWe did explain to *** *** that the Personal Training Zone in our locations is a designated area that is priority use for our trainers and their clients
Nevertheless, as a courtesy, we have agreed for *** *** to access the equipment, as long as the area is not being utilized*** *** has indicated that she appreciates the follow up and we assured her this issue has been addressedWe believe this matter to be resolved at this timeThank 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,
*** ***
LA Fitness cancelled member's personal training agreement and processed a refund (less services rendered)Refund applied to the same account used for payment
Management has made several attempts to contact *** *** regarding the cancellation of her monthly billed fitness membershipOur records indicate we did not receive a prior cancellation request and therefore the membership continued to billedAccording to the agreement that was signed on 7/9/
the membership continued to be billed accordingly until cancellation with usage thru November of No refund would be owed
LA 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 properlyAs a courtesy a cancellation was processed on 1/21/and no further billings have occurredShould she wish to discuss this further we encourage her to return our callThank you
Management spoke to member regarding her complaint
As a courtesy, management we agreed to refund payments of $totaling $Refunds typically could take up to 5-business days to complete and will go back to the*** card on file. We believe this matter to be resolvedThank
you
Management spoke to *** *** on 10/28/regarding the issue with the members being reimbursed for check ins by their insuranceWe are unable to modify our system once the check ins are enteredHowever, as a courtesy a refund in the amount of $has been refunded back to the *** card on file
This is to compensate for the missed check ins and the members not receiving their reimbursementMembers are satisfiedThank you
Management contacted Mr*** regarding his concerns and his protest of the revocation of his membershipHowever, LA Fitness has the right to choose not to do business with members whose presence in our club is disruptive to our staff or other members, which was the case with Mr***In such a
situation, LA Fitness feels it is appropriate to make sure its staff and members are able to be comfortable when coming to our gym and it has the right to decide to revoke a membership based on such concerns. This revocation is consistent with business practices as well as the specific terms of Mr***’s LA Fitness membership agreement In particular, those terms clearly state that “During Club use, all Members and guests will refrain from engaging in loud, foul or slanderous language or badgering or harassing other Members or club employees .” His membership agreement also specifically provides that LA Fitness reserves the right to terminate the agreement for any reason (with a refund of any prepaid dues for time the member is not permitted to use the gym). In short, LA Fitness is not required to keep doing business with a member it believes has broken its rules and engaged in inappropriate conduct Accordingly, it is not required to reinstate Mr***’s membership and it stands by this decision that he should start fresh with another gym, which Mr*** indicated he has done. Thank you
As outlined in our initial response, we cancelled the remaining term of member's personal training agreement with no further billing or obligation and processed a refund in the amount of $We were not contractually obligated to do so but this was done as a customer service consideration for our memberHowever, he is not entitled to an additional refund on top of the consideration already made
Management spoke to *** *** regarding her intentions for joining the gym was to utilize the Yoga classes and apologize for any scheduling conflicts that occurred or AC issues. We agreed to issue a refund in the amount of $back to the *** Refunds take about 5-business days to
be refundedWe believe this matter to be resolvedThank you
Our previous response still standsManagement has made several attempts to contact *** *** regarding the cancellation of his monthly billed membershipWe have yet to receive a return callHe claims to have attempted to cancel several timesOur records indicate we have not received such request to cancelLA Fitness provides members with the option to cancel their membership at any location between the hours of 8-Monday thru 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 properlyWe have taken it upon ourselves to go ahead and process a cancellation to prevent further billingShould *** *** wish to discuss this further please return our call or contact his home clubNo further action will be taken at this time. Thank you