LA Fitness cancelled member's personal training agreement with no further billing or obligationMember will not be charged any more fees for personal training
Management has made several attempts to contact *** *** regarding the cancellation of his monthly billed family membershipWe have yet to receive a return call in order to resolveShould he wish to discuss his concerns further we encourage him to return our call to do soThank you
As outlined in member’s personal training agreement, all sessions purchased must be completed within days after the end of the initial term, or if client renews or continues the EFT/CC payment agreement beyond the initial term, within days after completion of that additional periodMember’s
personal training agreements ended on 4/9/Thus, she had until 5/9/to complete the remaining sessionsNevertheless, LA Fitness contacted member regarding her concerns and we added complimentary sessions for her to usePlease note that we are not contractually obligated to provide this remedy, but this is being done as a customer service consideration for our member
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
LA Fitness has made no effort in correcting their mistakeThey allowed non-members to access their facilities using my membership by simply providing information that most business owners like myself consider public which is my phone numberMy complaint was not only due to the customer service but also due to the inconvenience of having to create time to sign up at another gymI was never notified by any of their staff members while this was occurring who allegedly stated they made numerous attempts to call me but my phone records show otherwise
It appears they immediately assumed I was at fault and did not bother attempting to resolve the issue with meHad I been notified, I would have gladly removed my phone number off my account or provided an ID at every check inNot notifying of me this issue in advance, calling the police on me, and having managers accuse me of something I didn't do is dismal customer service to say the least I did decide to take my business elsewhere where members can be accurately identified but my complaint stands with the business since they made no attempt in addressing the issueAs a former member, there was absolutely nothing I could have done to prevent this from occurring unless LA Fitness feels a phone number should not be shared.
In any case, if they have the right to terminate a membership for anyone they believeis breaking the rules then I believe that also gives them right to refuse service to anyone since they do not look at the facts
Thank you
Regards,
*** ***
Management spoke to Mr*** on 1/19/regarding the accessof his monthly billed membershipAfter explaining that Mr*** has singleclub access and In order to use another facility a $dollar interclub fee or a$dollar upgrade fee would be his options should he choose to use
multiplelocationsAfter discussion we confirmed the refund that was processed for the$interclub fee on 1/1/and offered to change his home club to a betterlocationMr*** accepted and is satisfiedThank youTell us why here
Our records reflect that member purchased personal training services pursuant to a written and fully executed agreementThe agreement was for a minimum initial term of months, beginning 1/25/(the “Initial Term”). Member paid a total of $up front, which included the processing
fee and payment for the first month of personal training sessionsShe further agreed to make more payments, in the amount of $each, every month, beginning 2/25/16, for the remainder of the Initial TermThese terms are clearly outlined on page of member’s agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule section of the AgreementIt is LA Fitness’ policy and practice to provide our members with a complete copy of their agreement at the time of enrollmentIn 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
This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature and initials on the New Client ChecklistA copy of the Agreement was also included in the confirming e-mail sent to the e-mail address that was provided on the day she enrolled (copies of the agreement, New Client Checklist and confirming e-mail are included with this response)Member’s personal training services agreement specifically provided her with a 3-day right to cancel if these terms did not match her understanding (or for any reason) for a full refund
However, she did not take advantage of this option within the rescission period
Thus, under the clear and explicit terms of the Agreement, she is not entitled to a refund or to terminate the agreement and abandon her contractual obligations early without a fee. However, as of the time of this response, member has disputed the payments with her bank and defaulted on the agreement termSince 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 no longer attempt to call or 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 memberHowever, she is not entitled to a refund on top of the consideration already made
Although LA Fitness believes that the terms were clearly disclosed, we have agreed to cancel member's personal training agreement with a full refundWe are not contractually obligated to provided this remedy, but this is being done as a customer service consideration for our memberPlease allow 5-business days for the refunds to post to member's 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.I was informed About the 50% payback option in January when I cancelled my membership and was not given a straight answer let alone return phone call until May which Is when I decided to choose that option, however since they neglected to respond to my calls for months when I was told every time I called that someone would call me back I was no longer able to accept the same offer that was offered in January when I was CLEARLY distraught with the situation. Regards,*** ***
As of the time of this response, member has disputed the payments with his bank and defaulted on the agreement termSince it is apparent that he now has no intention to fulfill his contractual obligation to the remaining personal training agreement term, we have released him from this obligation to make the remaining payments due under his agreement
Additionally, LA Fitness will no longer attempt to call or pursue him for the outstanding balance he 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 memberHowever, he is not entitled to a refund on top of the consideration already made
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,
*** ***
Management contacted *** *** regarding his concerns with his billing information on his monthly billed membershipAs a courtesy we have waived the balance in the amount of $and he is currently in good standingWe advised him to update his billing information to prevent him from going
into a bad status and our clear up process starts againWe believe this matter to be resolvedNo further action will be takenThank you
Management spoke to *** *** on 10/1/member states he joined due to a nearby location opening up and delays have occurredPer his request a cancellation has been processed and no further billing will occurA full refund in the amount of $has been refunded back to the *** cardRefunds
take about 5-business days to be refundedMember is satisfiedThank you
Management has attempted to contact Ms*** via phone and email to discuss her concerns. However, we have not received a return callWe encourage Ms*** to return ours calls so we can adequately respond to her concernsThank you
Management made several attempts to contact *** *** regarding an incident that occurred at our *** locationWe have yet to receive a return call and apologize for any misconduct in handling a situation by our staffShould she wish to discuss this further we encourage her to return our
callThank you
LA Fitness has made several attempts to contact *** *** to address his concerns, but he has not returned any of our calls. Our records reflect that *** *** purchased personal training services pursuant to a written and fully executed agreementThe agreement was for a minimum initial
term of weeks, beginning 9/15/(the “Initial Term”)*** *** paid a total of $up front, which included the processing fee and payment for the first four weeks of sessionsHe further agreed to make more payments, in the amount of $90.00, every four weeks, beginning 10/13/These terms are clearly outlined on page of *** ***’s agreement and he acknowledged his understanding of these billing terms by initialing the three separate sections outlining the payment schedule (a copy of the agreement is included with this response). *** ***’s personal training services agreement specifically provided him with a 10-day right to cancel immediately after the purchase if these terms did not match his understanding (or for any reason) for a full refundHowever, he did not take advantage of this option within the rescission periodThus, he is not entitled to a refund or to terminate the agreement early without a fee.*** ***’s personal training agreement includes a voluntary cancelation provision, which affords him the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the agreementHowever, LA Fitness agreed to waive the cancellation fee and we cancelled the remaining term of his personal training agreement with no further billing or obligationPlease note that we are not contractually obligated to provide this remedy, but this is being done as a customer service consideration for our member
Management contacted *** *** regarding the situation and her experience with local management at the *** *** locationUnder the terms of the membership agreement, LA Fitness maintains the right to terminate *** *** membership at any time.
However, she has been given a second
chance to continue as a memberOur Membership Policies and Club Rules and Regulations, which are part of the membership agreement signed by *** *** clearly state that no Member or guest may coach or train other Members or guests (as solely determined by LA Fitness). She has agreed to this and her membership has be reinstated, subject to the expectation she complies with these termsMember is satisfied and we believe this matter to be resolvedThank you
Member used and was provided with service for all of the sessions that she paid for, included the sessions she was charged for in MayMember is not entitled to a refund for services rendered
Management spoke to *** *** on 1/16/and per his request processed a cancellation and no further billing will occurAs a courtesy we have waived the balance in the amount of $and no further balance is owed.We made several attempts to contact him at the number provided however
the number is not in service to inform if of the balance being waivedWe believe this issue to be resolved
I had two passes and I was told that I can use them at any time in tree yearsWhen I was ready to use them La/fitness did not honorI decided to cancel my contracts, but La/fitness refunded just for one of themThank you very much
LA Fitness cancelled member's personal training agreement with no further billing or obligationMember will not be charged any more fees for personal training
Management has made several attempts to contact *** *** regarding the cancellation of his monthly billed family membershipWe have yet to receive a return call in order to resolveShould he wish to discuss his concerns further we encourage him to return our call to do soThank you
As outlined in member’s personal training agreement, all sessions purchased must be completed within days after the end of the initial term, or if client renews or continues the EFT/CC payment agreement beyond the initial term, within days after completion of that additional periodMember’s
personal training agreements ended on 4/9/Thus, she had until 5/9/to complete the remaining sessionsNevertheless, LA Fitness contacted member regarding her concerns and we added complimentary sessions for her to usePlease note that we are not contractually obligated to provide this remedy, but this is being done as a customer service consideration for our member
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
LA Fitness has made no effort in correcting their mistakeThey allowed non-members to access their facilities using my membership by simply providing information that most business owners like myself consider public which is my phone numberMy complaint was not only due to the customer service but also due to the inconvenience of having to create time to sign up at another gymI was never notified by any of their staff members while this was occurring who allegedly stated they made numerous attempts to call me but my phone records show otherwise
It appears they immediately assumed I was at fault and did not bother attempting to resolve the issue with meHad I been notified, I would have gladly removed my phone number off my account or provided an ID at every check inNot notifying of me this issue in advance, calling the police on me, and having managers accuse me of something I didn't do is dismal customer service to say the least I did decide to take my business elsewhere where members can be accurately identified but my complaint stands with the business since they made no attempt in addressing the issueAs a former member, there was absolutely nothing I could have done to prevent this from occurring unless LA Fitness feels a phone number should not be shared.
In any case, if they have the right to terminate a membership for anyone they believeis breaking the rules then I believe that also gives them right to refuse service to anyone since they do not look at the facts
Thank you
Regards,
*** ***
Management spoke to Mr*** on 1/19/regarding the accessof his monthly billed membershipAfter explaining that Mr*** has singleclub access and In order to use another facility a $dollar interclub fee or a$dollar upgrade fee would be his options should he choose to use
multiplelocationsAfter discussion we confirmed the refund that was processed for the$interclub fee on 1/1/and offered to change his home club to a betterlocationMr*** accepted and is satisfiedThank youTell us why here
Our records reflect that member purchased personal training services pursuant to a written and fully executed agreementThe agreement was for a minimum initial term of months, beginning 1/25/(the “Initial Term”). Member paid a total of $up front, which included the processing
fee and payment for the first month of personal training sessionsShe further agreed to make more payments, in the amount of $each, every month, beginning 2/25/16, for the remainder of the Initial TermThese terms are clearly outlined on page of member’s agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule section of the AgreementIt is LA Fitness’ policy and practice to provide our members with a complete copy of their agreement at the time of enrollmentIn 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
This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature and initials on the New Client ChecklistA copy of the Agreement was also included in the confirming e-mail sent to the e-mail address that was provided on the day she enrolled (copies of the agreement, New Client Checklist and confirming e-mail are included with this response)Member’s personal training services agreement specifically provided her with a 3-day right to cancel if these terms did not match her understanding (or for any reason) for a full refund
However, she did not take advantage of this option within the rescission period
Thus, under the clear and explicit terms of the Agreement, she is not entitled to a refund or to terminate the agreement and abandon her contractual obligations early without a fee. However, as of the time of this response, member has disputed the payments with her bank and defaulted on the agreement termSince 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 no longer attempt to call or 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 memberHowever, she is not entitled to a refund on top of the consideration already made
Although LA Fitness believes that the terms were clearly disclosed, we have agreed to cancel member's personal training agreement with a full refundWe are not contractually obligated to provided this remedy, but this is being done as a customer service consideration for our memberPlease allow 5-business days for the refunds to post to member's 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.I was informed About the 50% payback option in January when I cancelled my membership and was not given a straight answer let alone return phone call until May which Is when I decided to choose that option, however since they neglected to respond to my calls for months when I was told every time I called that someone would call me back I was no longer able to accept the same offer that was offered in January when I was CLEARLY distraught with the situation. Regards,*** ***
As of the time of this response, member has disputed the payments with his bank and defaulted on the agreement termSince it is apparent that he now has no intention to fulfill his contractual obligation to the remaining personal training agreement term, we have released him from this obligation to make the remaining payments due under his agreement
Additionally, LA Fitness will no longer attempt to call or pursue him for the outstanding balance he 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 memberHowever, he is not entitled to a refund on top of the consideration already made
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 issued a refund in the amount of $for the difference in the rate charged
Management contacted *** *** regarding his concerns with his billing information on his monthly billed membershipAs a courtesy we have waived the balance in the amount of $and he is currently in good standingWe advised him to update his billing information to prevent him from going
into a bad status and our clear up process starts againWe believe this matter to be resolvedNo further action will be takenThank you
Management spoke to *** *** on 10/1/member states he joined due to a nearby location opening up and delays have occurredPer his request a cancellation has been processed and no further billing will occurA full refund in the amount of $has been refunded back to the *** cardRefunds
take about 5-business days to be refundedMember is satisfiedThank you
Management has attempted to contact Ms*** via phone and email to discuss her concerns. However, we have not received a return callWe encourage Ms*** to return ours calls so we can adequately respond to her concernsThank you
Management made several attempts to contact *** *** regarding an incident that occurred at our *** locationWe have yet to receive a return call and apologize for any misconduct in handling a situation by our staffShould she wish to discuss this further we encourage her to return our
callThank you
LA Fitness has made several attempts to contact *** *** to address his concerns, but he has not returned any of our calls. Our records reflect that *** *** purchased personal training services pursuant to a written and fully executed agreementThe agreement was for a minimum initial
term of weeks, beginning 9/15/(the “Initial Term”)*** *** paid a total of $up front, which included the processing fee and payment for the first four weeks of sessionsHe further agreed to make more payments, in the amount of $90.00, every four weeks, beginning 10/13/These terms are clearly outlined on page of *** ***’s agreement and he acknowledged his understanding of these billing terms by initialing the three separate sections outlining the payment schedule (a copy of the agreement is included with this response). *** ***’s personal training services agreement specifically provided him with a 10-day right to cancel immediately after the purchase if these terms did not match his understanding (or for any reason) for a full refundHowever, he did not take advantage of this option within the rescission periodThus, he is not entitled to a refund or to terminate the agreement early without a fee.*** ***’s personal training agreement includes a voluntary cancelation provision, which affords him the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the agreementHowever, LA Fitness agreed to waive the cancellation fee and we cancelled the remaining term of his personal training agreement with no further billing or obligationPlease note that we are not contractually obligated to provide this remedy, but this is being done as a customer service consideration for our member
Management contacted *** *** regarding the situation and her experience with local management at the *** *** locationUnder the terms of the membership agreement, LA Fitness maintains the right to terminate *** *** membership at any time.
However, she has been given a second
chance to continue as a memberOur Membership Policies and Club Rules and Regulations, which are part of the membership agreement signed by *** *** clearly state that no Member or guest may coach or train other Members or guests (as solely determined by LA Fitness). She has agreed to this and her membership has be reinstated, subject to the expectation she complies with these termsMember is satisfied and we believe this matter to be resolvedThank you
Member used and was provided with service for all of the sessions that she paid for, included the sessions she was charged for in MayMember is not entitled to a refund for services rendered
Management spoke to *** *** on 1/16/and per his request processed a cancellation and no further billing will occurAs a courtesy we have waived the balance in the amount of $and no further balance is owed.We made several attempts to contact him at the number provided however
the number is not in service to inform if of the balance being waivedWe believe this issue to be resolved
I had two passes and I was told that I can use them at any time in tree yearsWhen I was ready to use them La/fitness did not honorI decided to cancel my contracts, but La/fitness refunded just for one of themThank you very much