Management contacted Ms***
regarding her concerns with the cleanliness of our Encino Ventura LocationLA
Fitness strives to provide a clean and healthy environment for all our members
and appreciate the feedbackWe believe her concerns are being addressed at this
time and Member
appreciates the follow upThank you
Management contacted Mr*** on 6/22/in regards tothe cancellation of his gym membershipMr*** states he cancelledon 5/23/and is seeking a refund for the month of June Our records indicate we have not received acancellation request for the membership and
Mr*** cannot show proof ofcancellation With no confirmation of a prior cancellation, typically no refund would be issuedLA Fitness providesmembers with the option to cancel at any LA Fitness location between the hoursof AM-PM on Monday through Friday, but we strongly encourage members tosend a written cancellation request via certified mail to ensure return-receipt.Our cancellation policy is not designed to make it difficult for our members tocancel, but to ensure cancellations are handled properly As a courtesy, we have issued a refund in the amount of $29.99back to the ***Card and a cancellation has been processed with no further billing. Thankyou
LA Fitness processed a refund in the amount of $for the remaining personal training sessions (refund applied to the same account used for payment)Please allow 5-business days for the refund to post to the account
Our District Manager contacted member regarding her concernsShe will continue with remaining term of her personal training agreement and will have the option at the end of the initial term to downgrade from sessions down to session per month if she has any remaining sessions to complete
LA Fitness has attempted to contact member regarding his concerns but we have not received a responseMember understands that he purchased personal training services but not the services of any individual trainer and realizes that he may be assigned to several different trainers during the course
of his programIn addition, a review of member’s training history reflects that he only worked with two trainers on a consistent basis, with *** ** from 10/10/through 10/25/and with *** ** from 11/13/through 2/15/Thus, member is not entitled to a refund
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
the lie again , only $90 refunded not $as they claimed
Regards,
*** ***
Member purchased personal training services pursuant to a written and fully executed agreementThe agreement was for a minimum initial term of months, beginning 2/27/(the “Initial Term”)Member paid a total of $up front, which included the processing fee and payment for the first
month of personal training sessionsMember further agreed to make more payments, in the amount of $each, every month, beginning 3/27/15, for the remainder of the Initial TermThese terms are clearly and conspicuously set forth on page of her agreement and she acknowledged her understanding of these billing terms by initialing the three separate sections outlining the payment scheduleIn addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that he received and read a copy of her personal training agreement with an initial term of monthsThis Checklist was reviewed with her at the time of the sale, as acknowledged by her signature on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response)Member‘s personal training services agreement specifically provided her with a 10-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 periodMember’s personal training agreement also 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 agreement. Member has not elected to exercise this optionThus, 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 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 memberHowever, she is not entitled to a refund on top of the consideration already made
Thank you very much for the help and support from Revdex.com.org."Nevertheless, LA Fitness has released member from her obligation to the remaining personal training agreement term 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."This issue seems closed now and sincerely appreciate your help and support in this manner
LA Fitness has been in contacted member regarding his concernsThe outstanding balance reflected on his account has been waivedThere is no further billing or obligation and member will receive no further calls regarding an account balance
Management has made several attempts to contact *** *** to discuss his concerns regarding the rate on his monthly billed membership However, we have not received a return callWe encourage *** *** to return our call so we can adequately respond to his concernsThank you
Member’s claim is not consistent with the clear and conspicuous language in the personal training agreement he signed and he was properly billed after the initial week period in strict accordance with the plain language of the contract he signedIn particular, the "Initial Term Acknowledgement"
on page of the membership agreement clearly states that "unless cancelled", the agreement will continue in week increments after the initial term, with the same training cycle automated billing amount until written notice of cancellation is providedThis is also outlined in the "New Client Checklist" which was provided with a copy of the membership agreement and in the training booklet given to all new members (copies of the agreement and New Client Checklist are included with this response). In addition, LA Fitness sent member and e-mail on 5/14/reminding him that his initial term would end on 7/14/and would automatically continue in week increments until written notice of cancellation is providedAs such, it was member’s obligation to notify us that he did not want to continue with his membershipIt was not until 2/11/that we received notification from member of his intent to cancelThus, he is not entitled to a refundNevertheless, LA Fitness offered to refund $for two billing cyclesPlease note that we were not contractually obligated to provide this remedy, but was offered as a customer service consideration for our memberHowever, member declined the refund
LA Fitness has been in contact with member and her remaining personal training have been made available for her to useIt should also 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 Fitness
The Additional Cancellation Rights in member’s personal training agreement clearly state that member may cancel if the spa relocates more than five (5) miles from the location stated in the contractMembers were relocated to our ***-*** *** location which is five (5) miles from the ***-*** *** location according to Google maps (screen shot attached)Our District Manager, in response to member’s e-mail inquiry, did not specifically state that her membership was being transferred to our ***-*** *** location and we apologize if this caused any confusionNevertheless, LA Fitness has agreed to cancel the remaining term of member’s personal training agreement with no further billing or obligation and we are processing a refund for the dues billed after May (refunds will be applied to the same account used for payment)Please note that we are not contractually obligated to provide 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 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
First and foremost,I called numerous times before I cancelled my personal training contract to complain about this issue with terminating the contractI had one rep tell me she would send a message to her manager to see if she can get a reduced buy out for me by speaking to her managerNo one ever called me backPlus at numerous times I was given conflicting information on whether I was supposed to go directly to the gym or not to cancel the contract and they know this because I did in fact complain about thisGiven that I had moved from the area, this prevented me from trying to cancel this contract earlier. I opted to pay out for fear of what they may do to my credit. I do not think it was fair for me to have to pay so much money for moving out of stateI want my money back$is an excessive amount of money to pay given that I moved, especially since the person I was training with left the company and it was obvious that there wasn't any intention of accommodating me with a new one anywaysSo in order for me to meet that mile requirement, was I supposed to lie about the address I was moving to? Its a flawed and unfair agreementI want at least a portion of that money back since realistically there was no way for me to continue training at that gym. These contracts do not account for the specificity of the location or demographic locationNot all miles are created equallyI had not control over the fact that I had to move and I think it excessive and abusive to make someone pay $to get out of a personal training contract when services not yet provided. Secondly, I want my $for those sessions they were not able to accommodate me forPlease keep in mind that this part of the complaint was never mentioned in their response. I was first enrolled in this personal training contract under the verbal agreement that I would have someone who would accommodate my scheduleThey advertised it and sold me on that from the beginningWhen my personal trainer left, at no point was I even given notice or a phone call about getting a new personal trainerThey did not handle it at all with little to no guidanceI had to navigate tons of random schedules online and all the spots that I was available for were already takenI had days to use up those sessionsThey set me up for failure. Furthermore, overall there was a limited number of trainers available , much less around the time I would normally see my old trainer, which was the time I was willing to be available for - given that I would have to basically sleep in NJ times during the monthAfter I called and complained about thisI was told last minute there was some "new' trainer, whose schedule that wasn't even posted yet and I was told he may be availableNever happened and no one ever called me backI only had days to take up those sessions and there were no trainers availableI made it very clear to them two days after I was charged those extra sessions that I was moving and that I needed a refundIt does not make sense that a person is cancelling a contract for moving and that you would changed for a months worth of sessions, and not even give them a new trainer The fact that they gave no follow up after my trainer left especially given that I opted out my contract shows that they intentionally tried to keep my money without being proactive about helping me even use those sessionsThey did not meet their end of the contract in this regardI do not accept their explanationAgain I want my money backIf they chose not to give me some sort of refund, I will gladly go to social media and create a campaign against this companyOther sent up entire website dedicated towards warning people about La Fitness and I will gladly follow suiteThis gym has a two star rating and many people have complained about them online and via Revdex.com for the same reasons as ITheir customer service is truly unprofessional and there are plenty of people who are ready to voice their concerns about this gymOverall, These are very rigid shady practices and very unfair to the consumer.
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
Regards,
*** *** I was not given a copy of contract agreement for personal training at the time I signed upThe salesman stated he would give it to me later but I never received itSecondly, I was verbally told by salesman that I was only signing up for one month of personal trainingThe salesman lied to meI also located the email later on in my spam folder after the day period
Our previous response still standsManagement spoke with *** *** regarding the cancellation of her monthly billed membership on 11/28/We confirmed a cancelation was processed on 11/24/per her request and no further billing will take place** *** stated she did not want to receive a refund and would continue to use the gym until her expiration date of 1/16/Member is satisfied.Thank you
Revdex.com:
I have reviewed the response made by
the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
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
Dear Sir/Madam,I would like to thank to your Bureau for helping me resolve the issue with LA Fitness (#***)I have been dealing for a few months and after three days I asked help from you, it is resolved! :)Thank you so much againIt is great to know this country has the Revdex.com organisation!***-- *** *** ***National Institute of Standards and Technology20899, Gaithersburg, USA--------------------------------------------------------------------
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and although I find that this resolution would be satisfactory to me, it is a unfortunate that their cancellation policy is such a hassle for customersWhen I attempted to cancel in person at the LA Fitness off *** *** ** *** ** *** I was told there was no manager on site at the present time and that I would have to go to another LA fitness to cancelThis is when I was told to mail in a letter to the LA Fitness corporate offices, which is I find to be a severely outdated way of doing business in these modern times
You should at least have the option to cancel via email or on your websiteI have had several gym memberships and most are accommodating with cancellation request in this mannerAlso, the number of phone calls that were placed to me is completely unacceptableI do not pick up calls from numbers I do not know, and I had a different LA Fitness calling me from various numbers around the country
These calls bordered on harassmentI had called my local gym and requested cancellation several times with no resolution, and during the next two weeks I received 16-calls from different numbers, of which I spoke to or at first which provided me the same canned response in regards to LA Fitness's outdated, difficult cancellation policy I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Management contacted Ms***
regarding her concerns with the cleanliness of our Encino Ventura LocationLA
Fitness strives to provide a clean and healthy environment for all our members
and appreciate the feedbackWe believe her concerns are being addressed at this
time and Member
appreciates the follow upThank you
Management contacted Mr*** on 6/22/in regards tothe cancellation of his gym membershipMr*** states he cancelledon 5/23/and is seeking a refund for the month of June Our records indicate we have not received acancellation request for the membership and
Mr*** cannot show proof ofcancellation With no confirmation of a prior cancellation, typically no refund would be issuedLA Fitness providesmembers with the option to cancel at any LA Fitness location between the hoursof AM-PM on Monday through Friday, but we strongly encourage members tosend a written cancellation request via certified mail to ensure return-receipt.Our cancellation policy is not designed to make it difficult for our members tocancel, but to ensure cancellations are handled properly As a courtesy, we have issued a refund in the amount of $29.99back to the ***Card and a cancellation has been processed with no further billing. Thankyou
LA Fitness processed a refund in the amount of $for the remaining personal training sessions (refund applied to the same account used for payment)Please allow 5-business days for the refund to post to the account
Our District Manager contacted member regarding her concernsShe will continue with remaining term of her personal training agreement and will have the option at the end of the initial term to downgrade from sessions down to session per month if she has any remaining sessions to complete
LA Fitness has attempted to contact member regarding his concerns but we have not received a responseMember understands that he purchased personal training services but not the services of any individual trainer and realizes that he may be assigned to several different trainers during the course
of his programIn addition, a review of member’s training history reflects that he only worked with two trainers on a consistent basis, with *** ** from 10/10/through 10/25/and with *** ** from 11/13/through 2/15/Thus, member is not entitled to a refund
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
the lie again , only $90 refunded not $as they claimed
Regards,
*** ***
Member purchased personal training services pursuant to a written and fully executed agreementThe agreement was for a minimum initial term of months, beginning 2/27/(the “Initial Term”)Member paid a total of $up front, which included the processing fee and payment for the first
month of personal training sessionsMember further agreed to make more payments, in the amount of $each, every month, beginning 3/27/15, for the remainder of the Initial TermThese terms are clearly and conspicuously set forth on page of her agreement and she acknowledged her understanding of these billing terms by initialing the three separate sections outlining the payment scheduleIn addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that he received and read a copy of her personal training agreement with an initial term of monthsThis Checklist was reviewed with her at the time of the sale, as acknowledged by her signature on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response)Member‘s personal training services agreement specifically provided her with a 10-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 periodMember’s personal training agreement also 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 agreement. Member has not elected to exercise this optionThus, 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 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 memberHowever, she is not entitled to a refund on top of the consideration already made
Thank you very much for the help and support from Revdex.com.org."Nevertheless, LA Fitness has released member from her obligation to the remaining personal training agreement term 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."This issue seems closed now and sincerely appreciate your help and support in this manner
LA Fitness has been in contacted member regarding his concernsThe outstanding balance reflected on his account has been waivedThere is no further billing or obligation and member will receive no further calls regarding an account balance
Management has made several attempts to contact *** *** to discuss his concerns regarding the rate on his monthly billed membership However, we have not received a return callWe encourage *** *** to return our call so we can adequately respond to his concernsThank you
Member’s claim is not consistent with the clear and conspicuous language in the personal training agreement he signed and he was properly billed after the initial week period in strict accordance with the plain language of the contract he signedIn particular, the "Initial Term Acknowledgement"
on page of the membership agreement clearly states that "unless cancelled", the agreement will continue in week increments after the initial term, with the same training cycle automated billing amount until written notice of cancellation is providedThis is also outlined in the "New Client Checklist" which was provided with a copy of the membership agreement and in the training booklet given to all new members (copies of the agreement and New Client Checklist are included with this response). In addition, LA Fitness sent member and e-mail on 5/14/reminding him that his initial term would end on 7/14/and would automatically continue in week increments until written notice of cancellation is providedAs such, it was member’s obligation to notify us that he did not want to continue with his membershipIt was not until 2/11/that we received notification from member of his intent to cancelThus, he is not entitled to a refundNevertheless, LA Fitness offered to refund $for two billing cyclesPlease note that we were not contractually obligated to provide this remedy, but was offered as a customer service consideration for our memberHowever, member declined the refund
LA Fitness made member's remaining personal training sessions available for her to use
LA Fitness has been in contact with member and her remaining personal training have been made available for her to useIt should also 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 Fitness
The Additional Cancellation Rights in member’s personal training agreement clearly state that member may cancel if the spa relocates more than five (5) miles from the location stated in the contractMembers were relocated to our ***-*** *** location which is five (5) miles from the ***-*** *** location according to Google maps (screen shot attached)Our District Manager, in response to member’s e-mail inquiry, did not specifically state that her membership was being transferred to our ***-*** *** location and we apologize if this caused any confusionNevertheless, LA Fitness has agreed to cancel the remaining term of member’s personal training agreement with no further billing or obligation and we are processing a refund for the dues billed after May (refunds will be applied to the same account used for payment)Please note that we are not contractually obligated to provide 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 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
First and foremost,I called numerous times before I cancelled my personal training contract to complain about this issue with terminating the contractI had one rep tell me she would send a message to her manager to see if she can get a reduced buy out for me by speaking to her managerNo one ever called me backPlus at numerous times I was given conflicting information on whether I was supposed to go directly to the gym or not to cancel the contract and they know this because I did in fact complain about thisGiven that I had moved from the area, this prevented me from trying to cancel this contract earlier. I opted to pay out for fear of what they may do to my credit. I do not think it was fair for me to have to pay so much money for moving out of stateI want my money back$is an excessive amount of money to pay given that I moved, especially since the person I was training with left the company and it was obvious that there wasn't any intention of accommodating me with a new one anywaysSo in order for me to meet that mile requirement, was I supposed to lie about the address I was moving to? Its a flawed and unfair agreementI want at least a portion of that money back since realistically there was no way for me to continue training at that gym. These contracts do not account for the specificity of the location or demographic locationNot all miles are created equallyI had not control over the fact that I had to move and I think it excessive and abusive to make someone pay $to get out of a personal training contract when services not yet provided. Secondly, I want my $for those sessions they were not able to accommodate me forPlease keep in mind that this part of the complaint was never mentioned in their response. I was first enrolled in this personal training contract under the verbal agreement that I would have someone who would accommodate my scheduleThey advertised it and sold me on that from the beginningWhen my personal trainer left, at no point was I even given notice or a phone call about getting a new personal trainerThey did not handle it at all with little to no guidanceI had to navigate tons of random schedules online and all the spots that I was available for were already takenI had days to use up those sessionsThey set me up for failure. Furthermore, overall there was a limited number of trainers available , much less around the time I would normally see my old trainer, which was the time I was willing to be available for - given that I would have to basically sleep in NJ times during the monthAfter I called and complained about thisI was told last minute there was some "new' trainer, whose schedule that wasn't even posted yet and I was told he may be availableNever happened and no one ever called me backI only had days to take up those sessions and there were no trainers availableI made it very clear to them two days after I was charged those extra sessions that I was moving and that I needed a refundIt does not make sense that a person is cancelling a contract for moving and that you would changed for a months worth of sessions, and not even give them a new trainer The fact that they gave no follow up after my trainer left especially given that I opted out my contract shows that they intentionally tried to keep my money without being proactive about helping me even use those sessionsThey did not meet their end of the contract in this regardI do not accept their explanationAgain I want my money backIf they chose not to give me some sort of refund, I will gladly go to social media and create a campaign against this companyOther sent up entire website dedicated towards warning people about La Fitness and I will gladly follow suiteThis gym has a two star rating and many people have complained about them online and via Revdex.com for the same reasons as ITheir customer service is truly unprofessional and there are plenty of people who are ready to voice their concerns about this gymOverall, These are very rigid shady practices and very unfair to the consumer.
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
Regards,
*** *** I was not given a copy of contract agreement for personal training at the time I signed upThe salesman stated he would give it to me later but I never received itSecondly, I was verbally told by salesman that I was only signing up for one month of personal trainingThe salesman lied to meI also located the email later on in my spam folder after the day period
Our previous response still standsManagement spoke with *** *** regarding the cancellation of her monthly billed membership on 11/28/We confirmed a cancelation was processed on 11/24/per her request and no further billing will take place** *** stated she did not want to receive a refund and would continue to use the gym until her expiration date of 1/16/Member is satisfied.Thank you
Revdex.com:
I have reviewed the response made by
the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
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
Dear Sir/Madam,I would like to thank to your Bureau for helping me resolve the issue with LA Fitness (#***)I have been dealing for a few months and after three days I asked help from you, it is resolved! :)Thank you so much againIt is great to know this country has the Revdex.com organisation!***-- *** *** ***National Institute of Standards and Technology20899, Gaithersburg, USA--------------------------------------------------------------------
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and although I find that this resolution would be satisfactory to me, it is a unfortunate that their cancellation policy is such a hassle for customersWhen I attempted to cancel in person at the LA Fitness off *** *** ** *** ** *** I was told there was no manager on site at the present time and that I would have to go to another LA fitness to cancelThis is when I was told to mail in a letter to the LA Fitness corporate offices, which is I find to be a severely outdated way of doing business in these modern times
You should at least have the option to cancel via email or on your websiteI have had several gym memberships and most are accommodating with cancellation request in this mannerAlso, the number of phone calls that were placed to me is completely unacceptableI do not pick up calls from numbers I do not know, and I had a different LA Fitness calling me from various numbers around the country
These calls bordered on harassmentI had called my local gym and requested cancellation several times with no resolution, and during the next two weeks I received 16-calls from different numbers, of which I spoke to or at first which provided me the same canned response in regards to LA Fitness's outdated, difficult cancellation policy I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***