RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I responded to an email from LA Fitness management in regards to what I want to do with the account. I told them but unless my account and my wife's account are canceled the accounts brought current and no penalties be applied for early termination that I would consider the matter closed I have received an email that MY (not my wifes)account was closed however myself and my wife have both received billing statements from LA Fitness I would like written confirmation that both accounts are closed and no funds are due before considering this matter closed. I do think it is important to note that time and time again LA Fitness has taken no responsibility for their adverse actions and also show no remorse this in itself I think should be an interest of the RevDex.comRegards, [redacted] ***
Management spoke to [redacted] *** on 3/12/15 regarding the cancelation of his monthly billed membership. Per his request an immediate cancellation was processed and no further billing will occur. As a courtesy the balance will be waived. Member is satisfied. Thank you.
Member’s personal training agreement clearly states that 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 renewed through 2/26/Thus, he had until 3/28/to complete the remaining sessionsNevertheless, LA Fitness has added complimentary sessions for member 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
Member’s schedule their personal training sessions using their regular fitness membership barcode numberAt the time of our response (2/10/15), member’s existing fitness membership barcode number [redacted] , which was originally purchased at our [redacted] location on 1/30/14, was the membership that was set up to schedule personal training sessionsHowever, as explained by member, she rejoined on a new fitness membership through her employer’s corporate wellness rate, thus was issued a new barcode numberWe were not aware of this change at the time of our initial responseThe new barcode number has now been linked to the personal training membership and she should have no issues scheduling personal training sessionsWe apologize for any inconvenience this may have caused
Management has made several attempts to contact [redacted] ***We have yet to receive a return callWe encourage him to return our call to discuss his concerns further or contact his home clubThank you
If member no longer wishes to continue with her 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 this cancellation provision should member 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 contacted [redacted] regarding the cancellation of his monthly dues membership [redacted] stated he attempted to cancel in January The history on [redacted] ’s account reflects that his membership was frozen online but a cancellation receipt was not receivedLA Fitness provides members with the option to cancel their membership at any location between the hours of 8AM-5PM Monday through Friday, but we strongly advise that member's mail in a written cancellation request via certified mail to ensure return-receipt This 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 on May 5, and we have also agreed to a refund back to his [redacted] card on file in the amount of $ Refunds typically take 5-business days to completeWe believe this matter to be resolvedThank you
Our records indicate [redacted] mailed in a cancelation form post marked 2/20/and his monthly billed membership has been cancelledWe believe this matter to be resolvedThank you
Management has processed a cancelation for all remaining members per [redacted] requestA refund in the amount of $has been refunded back to the [redacted] card on fileRefunds take about 5-business days to be refundedWe believe this issue to be resolvedThank you
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Business previously never advises about any fees like thisNo-one gets into accidents on purpose or to have funI almost died in this accident and the business pulls out memories about my spine injury couple years ago where I could not get out of bed for couple monthsIt is a fraud to collect fees for something people not able to use due to injuriesI told district manager that I do not attend LA Fitness on regular basis and I do not ask them for any type of partial refund for the membership fee paid This was a serious accident and I am having a second surgery at the end of the monthI still would like and would appreciate the freeze fee to be waived due to my special circumstancesThe business should be appreciative that I continue renewing the membership even taking into consideration my healthI have been a loyal member of [redacted] since and continue being one since LA Fitness purchased [redacted] I would like LA Fitness to be a little more sympathetic towards my circumstances and appreciative that I continue being a paid member even though I just go there 1-times every few monthsThank you Regards, [redacted]
Management spoke to [redacted] regarding the incident that occurred when joining on a monthly billed membershipWe explained that [redacted] has guest privileges and he is allowed to bring guests accompanied by him at a timeThe mobile app is only for [redacted] and [redacted] does not need a membership It was decided to process an immediate cancellation and issue a full refund in the amount of $back to the [redacted] for [redacted] membershipAs it was not [redacted] intention to have her own membershipMembers are satisfiedThis issue has been resolvedThank you
Member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”)The Agreement was for a minimum initial term of months, beginning 7/26/(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 servicesHe further agreed to make more payments, in the amount of $each, every month, beginning 8/26/16, for the remainder of the Initial Term (please note that member upgraded his program from $to $per month on 8/1/16)These terms are clearly outlined on page of the Agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule section of the 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 half of the remaining balance due under the AgreementThis provision is clearly outline on page of the agreementIn addition, his agreement included a New Client Checklist which outlined key terms, including his acknowledgement that he received and read a copy of his personal training agreement with the initial term of months and the voluntary cancellation provision This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature and initials on the New Client Checklist (copies of the Agreement, New Client Checklist and upgrade authorization are included with this response)Additionally, member’s personal training services agreement specifically provided him with a 3-day right to cancel 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 period Thus, under the clear and explicit terms of the Agreement, he is not entitled to terminate the Agreement and abandon his contractual obligations (which were very clearly spelled out for him and acknowledged by him) early without a feeIf member no longer wishes to continue with his valid Agreement, LA Fitness will honor the voluntary cancellation provision of the Agreement should he elect to take advantage of itOtherwise, he should be expected to honor his agreement as LA Fitness stands ready to provide the services for which he contracted
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The HIIT class was the reason why we signed up. The class is not free at the Oak Brook location. The class is only available to personal training members. When other gym members would ask during the HIIT class if they could join the class, both [redacted] and [redacted] would state it was not a free class and is not available to gym members if t,hey did not have a personal training package. [redacted] and I started to complain regarding the service experience the week after [redacted] quit. The HIIT program did not occur after December 2nd but we were never notified of this in person, writing, or digital format. I found out from [redacted] on December 19th there would no longer be any HIIT classes at the Oak Brook location. I would like to reiterate the deceptive practices that occurred to recruit members to this class. After [redacted] quit, HIIT members talked about the personal training fees. Some clients paid $140-$190 per month. There was not a set rate for the same service but rather it was determined by how much the trainer could extort from its members. Some members also revealed they paid [redacted] their monthly fee under the table. This information was also substantiated by [redacted] and [redacted] . Both of these trainers also said corporate was aware of what had occurred. [redacted] and I have also been repeatedly encouraged to obtain fake doctor notes to get out of our personal training contracts. Further consideration needs to be given by LA Fitness regarding this manner. The trainers that were referred to us to use either did not have availability (Penny), showed up for class when they felt like ( [redacted] ), or no longer work there ( [redacted] ). The names of qualified trainers have been repeatedly requested from [redacted] but he has not provided the names of any who is available for a 6 AM session. Qualified and good trainers are ones who are not on their phone, not eating/ drinking coffee, or goofing around with their colleagues during the time of the session. This is common practice at this location. Personal trainers also know the scope and sequence of a workout to meet their client’s needs. In addition, I have taken personal training classes but your trainers appear to not be capable of record-keeping since iwas never recorded. In the future, trainers should have the clients sign off on the training sessions once the sessions are completed to avoid horrific situations like this. Both, [redacted] and I have had multiple one on one training sessions with ***, ***, and ***. We have in total taken over 17 one on one personal training sessions between the both of us. The issue is not the money but the service and the level of service provided. The deceptive practices and remediation of contracts is well documented on the BBB website. The correct and appropriate action is to cancel my contract. LA Fitness has done this for other clients on 12/12/2016, 11/23/2016, 11/10/2016, and 11/5/2016 when deceptive practices occurred. LA Fitness please address all points above. Regards, [redacted] And [redacted] And [redacted]
Member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”)The Agreement was for a minimum initial term of months, beginning 2/22/(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 3/22/16, 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 After signing and initialing digitally on a signature pad, a hard copy of the agreement, which clearly reflected her name, was printed, reviewed with member once again and she signed and initialed next to her signature and initials on the hard copy as well (copies of the digital agreement and hard copy are included with this response)Member was provided a hard copy of the agreement at the point of sale and a copy was also included in the e-mail confirmation sent to member on the day she joined (a copy of the e-mail confirmation is included with this response)It should also be noted that member previously had a month personal training membership with LA Fitness several years back She specifically chose a smaller month program this time because she did not want as long of a commitment as her previous month programMember’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 refundHowever, she did not exercise this option within the rescission period Thus, under the clear and explicit terms of the Agreement, she is not entitled to terminate the Agreement and abandon her contractual obligations early without a feeMember’s 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 AgreementLA Fitness will honor this 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 provide the services for which she contracted
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Her account of the discussion is completely incorrectThey did admit to charging me prior to and could not prove they had authorization to do soYou should pull the phone callThe gentleman I eventually spoke to was going to permanently remove the additional once a year charge from my account and my husband's account and credit us both for this yearStill waiting on written proof that they permanently removed it from both of our accountsI only know I was given a credit for this yearLess than 1/of what they promised has been fulfilledNot satisfied.Regards, [redacted] ***
LA Fitness processed a full refund in the amount of $(refund applied to the same account used for payment)Please allow 5-business days for all payment refunds to be posted to the account
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Since making the complaint, I have spoken with the guy who sold me the training ( [redacted] I'm not sure if those were his initials or is name) on the phoneHe specifically admitted that he told me that if I moved to a place without an LA Fitness nearby, I would be able to cancel without penaltyHe says he was misinformed about thisI understand that the contract says otherwise, but the fact is the employee who sold me the training told me something that wasn't true, and it was based on that that I signed the contractI moved to [redacted] ***, and there are no LA Fitness gyms in the state of [redacted] Regards, [redacted]
Management has made several attempts to contact [redacted] to discuss his concerns regarding the Family membership agreement he signed on February 21, at our [redacted] location However, we have not received a return callWe encourage [redacted] to return our call so we can adequately respond to his concernsThank you
RevDex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I responded to an email from LA Fitness management in regards to what I want to do with the account. I told them but unless my account and my wife's account are canceled the accounts brought current and no penalties be applied for early termination that I would consider the matter closed I have received an email that MY (not my wifes)account was closed however myself and my wife have both received billing statements from LA Fitness I would like written confirmation that both accounts are closed and no funds are due before considering this matter closed. I do think it is important to note that time and time again LA Fitness has taken no responsibility for their adverse actions and also show no remorse this in itself I think should be an interest of the RevDex.comRegards, [redacted] ***
Management spoke to [redacted] *** on 3/12/15 regarding the cancelation of his monthly billed membership. Per his request an immediate cancellation was processed and no further billing will occur. As a courtesy the balance will be waived. Member is satisfied. Thank you.
Member’s personal training agreement clearly states that 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 renewed through 2/26/Thus, he had until 3/28/to complete the remaining sessionsNevertheless, LA Fitness has added complimentary sessions for member 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
Member’s schedule their personal training sessions using their regular fitness membership barcode numberAt the time of our response (2/10/15), member’s existing fitness membership barcode number [redacted] , which was originally purchased at our [redacted] location on 1/30/14, was the membership that was set up to schedule personal training sessionsHowever, as explained by member, she rejoined on a new fitness membership through her employer’s corporate wellness rate, thus was issued a new barcode numberWe were not aware of this change at the time of our initial responseThe new barcode number has now been linked to the personal training membership and she should have no issues scheduling personal training sessionsWe apologize for any inconvenience this may have caused
Management has made several attempts to contact [redacted] ***We have yet to receive a return callWe encourage him to return our call to discuss his concerns further or contact his home clubThank you
If member no longer wishes to continue with her 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 this cancellation provision should member 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 contacted [redacted] regarding the cancellation of his monthly dues membership [redacted] stated he attempted to cancel in January The history on [redacted] ’s account reflects that his membership was frozen online but a cancellation receipt was not receivedLA Fitness provides members with the option to cancel their membership at any location between the hours of 8AM-5PM Monday through Friday, but we strongly advise that member's mail in a written cancellation request via certified mail to ensure return-receipt This 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 on May 5, and we have also agreed to a refund back to his [redacted] card on file in the amount of $ Refunds typically take 5-business days to completeWe believe this matter to be resolvedThank you
Our records indicate [redacted] mailed in a cancelation form post marked 2/20/and his monthly billed membership has been cancelledWe believe this matter to be resolvedThank you
Management has processed a cancelation for all remaining members per [redacted] requestA refund in the amount of $has been refunded back to the [redacted] card on fileRefunds take about 5-business days to be refundedWe believe this issue to be resolvedThank you
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Business previously never advises about any fees like thisNo-one gets into accidents on purpose or to have funI almost died in this accident and the business pulls out memories about my spine injury couple years ago where I could not get out of bed for couple monthsIt is a fraud to collect fees for something people not able to use due to injuriesI told district manager that I do not attend LA Fitness on regular basis and I do not ask them for any type of partial refund for the membership fee paid This was a serious accident and I am having a second surgery at the end of the monthI still would like and would appreciate the freeze fee to be waived due to my special circumstancesThe business should be appreciative that I continue renewing the membership even taking into consideration my healthI have been a loyal member of [redacted] since and continue being one since LA Fitness purchased [redacted] I would like LA Fitness to be a little more sympathetic towards my circumstances and appreciative that I continue being a paid member even though I just go there 1-times every few monthsThank you Regards, [redacted]
Management spoke to [redacted] regarding the incident that occurred when joining on a monthly billed membershipWe explained that [redacted] has guest privileges and he is allowed to bring guests accompanied by him at a timeThe mobile app is only for [redacted] and [redacted] does not need a membership It was decided to process an immediate cancellation and issue a full refund in the amount of $back to the [redacted] for [redacted] membershipAs it was not [redacted] intention to have her own membershipMembers are satisfiedThis issue has been resolvedThank you
Member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”)The Agreement was for a minimum initial term of months, beginning 7/26/(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 servicesHe further agreed to make more payments, in the amount of $each, every month, beginning 8/26/16, for the remainder of the Initial Term (please note that member upgraded his program from $to $per month on 8/1/16)These terms are clearly outlined on page of the Agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule section of the 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 half of the remaining balance due under the AgreementThis provision is clearly outline on page of the agreementIn addition, his agreement included a New Client Checklist which outlined key terms, including his acknowledgement that he received and read a copy of his personal training agreement with the initial term of months and the voluntary cancellation provision This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature and initials on the New Client Checklist (copies of the Agreement, New Client Checklist and upgrade authorization are included with this response)Additionally, member’s personal training services agreement specifically provided him with a 3-day right to cancel 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 period Thus, under the clear and explicit terms of the Agreement, he is not entitled to terminate the Agreement and abandon his contractual obligations (which were very clearly spelled out for him and acknowledged by him) early without a feeIf member no longer wishes to continue with his valid Agreement, LA Fitness will honor the voluntary cancellation provision of the Agreement should he elect to take advantage of itOtherwise, he should be expected to honor his agreement as LA Fitness stands ready to provide the services for which he contracted
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The HIIT class was the reason why we signed up. The class is not free at the Oak Brook location. The class is only available to personal training members. When other gym members would ask during the HIIT class if they could join the class, both [redacted] and [redacted] would state it was not a free class and is not available to gym members if t,hey did not have a personal training package. [redacted] and I started to complain regarding the service experience the week after [redacted] quit. The HIIT program did not occur after December 2nd but we were never notified of this in person, writing, or digital format. I found out from [redacted] on December 19th there would no longer be any HIIT classes at the Oak Brook location. I would like to reiterate the deceptive practices that occurred to recruit members to this class. After [redacted] quit, HIIT members talked about the personal training fees. Some clients paid $140-$190 per month. There was not a set rate for the same service but rather it was determined by how much the trainer could extort from its members. Some members also revealed they paid [redacted] their monthly fee under the table. This information was also substantiated by [redacted] and [redacted] . Both of these trainers also said corporate was aware of what had occurred. [redacted] and I have also been repeatedly encouraged to obtain fake doctor notes to get out of our personal training contracts. Further consideration needs to be given by LA Fitness regarding this manner. The trainers that were referred to us to use either did not have availability (Penny), showed up for class when they felt like ( [redacted] ), or no longer work there ( [redacted] ). The names of qualified trainers have been repeatedly requested from [redacted] but he has not provided the names of any who is available for a 6 AM session. Qualified and good trainers are ones who are not on their phone, not eating/ drinking coffee, or goofing around with their colleagues during the time of the session. This is common practice at this location. Personal trainers also know the scope and sequence of a workout to meet their client’s needs. In addition, I have taken personal training classes but your trainers appear to not be capable of record-keeping since iwas never recorded. In the future, trainers should have the clients sign off on the training sessions once the sessions are completed to avoid horrific situations like this. Both, [redacted] and I have had multiple one on one training sessions with ***, ***, and ***. We have in total taken over 17 one on one personal training sessions between the both of us. The issue is not the money but the service and the level of service provided. The deceptive practices and remediation of contracts is well documented on the BBB website. The correct and appropriate action is to cancel my contract. LA Fitness has done this for other clients on 12/12/2016, 11/23/2016, 11/10/2016, and 11/5/2016 when deceptive practices occurred. LA Fitness please address all points above. Regards, [redacted] And [redacted] And [redacted]
Member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”)The Agreement was for a minimum initial term of months, beginning 2/22/(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 3/22/16, 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 After signing and initialing digitally on a signature pad, a hard copy of the agreement, which clearly reflected her name, was printed, reviewed with member once again and she signed and initialed next to her signature and initials on the hard copy as well (copies of the digital agreement and hard copy are included with this response)Member was provided a hard copy of the agreement at the point of sale and a copy was also included in the e-mail confirmation sent to member on the day she joined (a copy of the e-mail confirmation is included with this response)It should also be noted that member previously had a month personal training membership with LA Fitness several years back She specifically chose a smaller month program this time because she did not want as long of a commitment as her previous month programMember’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 refundHowever, she did not exercise this option within the rescission period Thus, under the clear and explicit terms of the Agreement, she is not entitled to terminate the Agreement and abandon her contractual obligations early without a feeMember’s 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 AgreementLA Fitness will honor this 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 provide the services for which she contracted
LA Fitness processed a refund in the amount of $We apologize for any misunderstanding and appreciate her feedback
LA Fitness added member's remaining sessions back and they are available for her to utilize
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Her account of the discussion is completely incorrectThey did admit to charging me prior to and could not prove they had authorization to do soYou should pull the phone callThe gentleman I eventually spoke to was going to permanently remove the additional once a year charge from my account and my husband's account and credit us both for this yearStill waiting on written proof that they permanently removed it from both of our accountsI only know I was given a credit for this yearLess than 1/of what they promised has been fulfilledNot satisfied.Regards, [redacted] ***
LA Fitness processed a full refund in the amount of $(refund applied to the same account used for payment)Please allow 5-business days for all payment refunds to be posted to the account
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Since making the complaint, I have spoken with the guy who sold me the training ( [redacted] I'm not sure if those were his initials or is name) on the phoneHe specifically admitted that he told me that if I moved to a place without an LA Fitness nearby, I would be able to cancel without penaltyHe says he was misinformed about thisI understand that the contract says otherwise, but the fact is the employee who sold me the training told me something that wasn't true, and it was based on that that I signed the contractI moved to [redacted] ***, and there are no LA Fitness gyms in the state of [redacted] Regards, [redacted]
Management has made several attempts to contact [redacted] to discuss his concerns regarding the Family membership agreement he signed on February 21, at our [redacted] location However, we have not received a return callWe encourage [redacted] to return our call so we can adequately respond to his concernsThank you