Management has made several attempts to contact *** *** regarding her experience with the Kids KlubWe have yet to receive a return callWe encourage *** *** to return our call or contact your home club to discuss her concerns further.Thank 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 1/7/(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 sessionsShe further agreed to make more payments, in the amount of $each, every month, beginning 2/7/16, 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 AgreementMember’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
This provision is clearly outlined on page of her AgreementIn addition, her Agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of her personal training agreement with the initial term of months and the voluntary cancellation provisionThis Checklist was reviewed with her at the time of the sale, as acknowledged by her signature and initials on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response)Furthermore, LA Fitness specifically includes in all personal training agreements, including member’s, a provision that afforded her with a 10-day right to cancel if these terms did not match her understanding (or for any reason) simply by submitting a written notice of cancellation and she would receive 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 terminate the Agreement and abandon her contractual obligations (which were very clearly spelled out for her and acknowledged by her) early without a feeMember elected to take advantage of the voluntary cancellation provision and paid the cancellation fee on 2/8/We cancelled the remaining term of the Agreement accordingly
Management contacted Mr*** regarding the cancellation of *** ***’s portion of the monthly billed family membershipMr*** stated that *** *** requested a cancellation shortly after the cancellation request for *** *** was processed on 7/20/LA Fitness provides
members with the option to cancel their membership at any location with an Operations Manager between the hours of 9AM-5PM Monday through Friday, but we strongly encourage that members mail in a written cancellation request via certified mail to ensure return-receiptThis cancellation policy is not designed to make it difficult for our members to cancel, but rather to ensure cancellations are handled properlyWe have received no such cancellation request for *** ***’s membershipAs a result, no cancellation was processed and the monthly billing continued based on the membership termsTo resolve Mr***’s concerns, an immediate cancellation of ***’s portion of the family membership was processed on 9/13/Additionally, a refund of $was processed back to the payment information on file which covers the difference of the month dues for only one active member on a family accountRefunds typically take 5-business days to completeWe believe this matter to be resolvedThank you
Our District Manager contacted member regarding her concerns and reminded her of the Results based program she purchased but it was the services of any specific individual trainerThus, she was not entitled to terminate the agreement and abandon her contractual obligations early without a fee
Member’s personal training 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 agreementMember elected to take advantage of this cancellation provision, paid the fee on 4/29/and we cancelled the remaining term of her personal training agreement accordingly
Our District Operations Manager spoke to *** *** on 6/21/and the parties agreed to settle on the matter based on a total refund in the amount of $Refunds were processed to the same accounts that were used for payments on the membershipIt should be noted that *** *** made payments with two different accountsTwo refunds in the amounts of $and $were issued to a *** account ending in *** and two refunds in the amounts of $each ($total) were issued to a *** account ending in *** for a total of $in refunds
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,
*** ***
Our previous response and offer still standsManagement spoke to *** *** on 9/16/regarding the monthly billed membership for family add on * *** that was joined on 7/6/*** *** claims this membership is not authorizedOur records indicate the agreement on file has a valid signature and their has been consistent usage since the join date of 7/6/We believe this membership is valid and their is no indication it was joined without authorizationNevertheless, as a courtesy, an month refund was offered due to non usage in the past months for * *** membership. *** *** declined the offer. Management also spoke to *** *** on 8/7/and at that time a cancellation was processed and no further billing has occurred.Should *** *** wish to accept our offer or the month refund we encourage him to contact his home clubUntil then no further action will be takenThank 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 10/19/(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 consecutive monthly payments, in the amount of $180.00, beginning 11/19/16, for the remainder of the Initial TermIn 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 monthsThis 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 confirming e-mail are included with this response)Additionally, member’s personal training services agreement specifically provided him with a 30-day right to cancel if he felt pressured (or for any reason) for a full refundHowever, he did not take advantage of this option within the rescission periodThus, under the clear and explicit terms of the Agreement, member is not entitled to a refund or 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 wish to continue with his valid Agreement, the 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 AgreementLA Fitness will honor this cancellation provision of the Agreement should he elect to take advantage of itOtherwise, member should be expected to honor his Agreement as LA Fitness stands ready to provide the services for which he contracted
Management spoke to *** *** regarding the billing of *** ***'s fitness membershipAfter much discussion *** *** claims that the billing information was only authorized for the initial payment at the time of joiningDue to no other billing information being provided we were
authorized to bill on a monthly basis the billing information given at the time of joining. It has been agreed upon to issue a refund in the amount of $back to the *** card on fileRefunds take about 5-business days to be refunded. We believe this matter to be resolvedThank you
Management contacted *** *** regarding the cancellation of her monthly dues membership*** *** stated she attempted to cancel via telephone and emailThese are not acceptable forms of cancellation and as a result, no such cancellation was processed.
The history on ***
***’s account reflects that she was advised both by telephone and email of accepted cancellation proceduresLA 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-receiptThis cancellation policy is not designed to make it difficult for our members to cancel, but rather to ensure cancellations are handled properly
As a courtesy, a cancellation was completed and we have also agreed to a refund back to her *** card on file in the amount of $
Refunds typically take 5-business days to completeWe believe this matter to be resolvedThank you
Management contacted *** *** regarding the cancellation of her monthly billed family membershipShe claims to have attempted to cancel several times verbally and via mailNo such request was received and therefore the monthly dues continued to be billedPer her request an immediate cancellation
has been processed and no further billing will occurAs a courtesy, a refund in the amount of $was refunded back to the *** card on fileRefunds take about 5-business days to be refunded and the balance in the amount of has been waivedNo further balance is owedMember is satisfiedThank you
Our previous response still standsManagement spoke to *** *** on 10/3/regarding the cancellation of her monthly billed membershipNo prior cancellation request has been received and our memberships are not billed based on usage. Therefore a cancellation was processed on 10/3/and no
further billing will occurA refund in the amount of $has been refunded back to the *** card on 10/8/as a courtesyShould *** *** provide proof of prior cancellation a further refund can be discussedThank you
Member purchased personal training services pursuant to a written and fully executed agreementThe agreement was for a minimum initial term of months, beginning 2/28/(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 3/28/16, 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 Agreement
Member’s personal training agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the AgreementThis provision is clearly outlined on page of her AgreementIn 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 the initial term of months and the voluntary cancellation provision
This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature and initials on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response)Member’s personal training services agreement specifically provided her with a 20-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 periodThus, 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 fee
With respect to member’s service concerns, her trainer, ***, suffered a medical emergency and was hospitalized for several weeksThe Personal Training Director notified all of *** clients and scheduled them with other trainersHowever, member did not want to work with any of the other trainers and insisted on training only with ***However, he was unavailable due to his hospitalizationIt should also be noted that our District Vice President has been in contact with member regarding her concernsHe offered member the option to cancel the remaining term of her personal training agreement without a fee after months or to reduce the voluntary cancellation fee from 50% down to 25% of the remaining agreement balance
However, member has elected not to take advantage of these offers at this timePlease note that we are not contractually obligated to provide these remedies, but these are being offered as a customer service consideration for our memberLA Fitness remains willing to honor either of these options should member elect to take advantage of themOtherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted
Our records indicate a cancellation request has been received for *** *** monthly billed membershipNo further billings will occurWe believe this matter to be resolvedThank you
Our position has not changedMember's concerns were addressed in our initial responseIt should also be noted that on 2/3/15, we offered to cancel the remaining term of the personal training agreement with no further billing or obligation and process a refund for the most recent payment. We were not contractually obligated to provide this remedy, but this offered as a customer service consideration for our memberHowever, member elected not to take advantage of the offer
Management contacted Ms*** regarding her concerns with the cancellation of her fitness membership and the continued billing of balances for both her fitness and training accountsBased on that conversation, we understand that the cancellation request was to be processed on both the training
and fitness membershipsWe apologize for any inconvenience this may have causedAs a courtesy, an immediate cancellation was completed on Ms***’ fitness membershipAdditionally, we have waived both the balance of $on her fitness membership and $on her training membershipBoth accounts have been cancelled in good standings with no future billingWe believe this matter to be resolvedThank you
Management has made several attempts to contact MrWhitaker regarding his concerns with his *** membershipWe have yet to receive a return callWe encourage him to return our call should he wish to discuss his concerns furtherThank you
Management spoke to *** *** on 3/30/regarding the cancellation of his monthly billed membershipOur records indicate we have not received a cancellation, however per his request an immediate cancellation has been processed and the balance in the amount of has been waivedNo further
balance is owedMember is satisfiedThank you
Management has made several attempts to contact *** *** regarding her experience with the Kids KlubWe have yet to receive a return callWe encourage *** *** to return our call or contact your home club to discuss her concerns further.Thank 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 1/7/(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 sessionsShe further agreed to make more payments, in the amount of $each, every month, beginning 2/7/16, 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 AgreementMember’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
This provision is clearly outlined on page of her AgreementIn addition, her Agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of her personal training agreement with the initial term of months and the voluntary cancellation provisionThis Checklist was reviewed with her at the time of the sale, as acknowledged by her signature and initials on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response)Furthermore, LA Fitness specifically includes in all personal training agreements, including member’s, a provision that afforded her with a 10-day right to cancel if these terms did not match her understanding (or for any reason) simply by submitting a written notice of cancellation and she would receive 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 terminate the Agreement and abandon her contractual obligations (which were very clearly spelled out for her and acknowledged by her) early without a feeMember elected to take advantage of the voluntary cancellation provision and paid the cancellation fee on 2/8/We cancelled the remaining term of the Agreement accordingly
Management contacted Mr*** regarding the cancellation of *** ***’s portion of the monthly billed family membershipMr*** stated that *** *** requested a cancellation shortly after the cancellation request for *** *** was processed on 7/20/LA Fitness provides
members with the option to cancel their membership at any location with an Operations Manager between the hours of 9AM-5PM Monday through Friday, but we strongly encourage that members mail in a written cancellation request via certified mail to ensure return-receiptThis cancellation policy is not designed to make it difficult for our members to cancel, but rather to ensure cancellations are handled properlyWe have received no such cancellation request for *** ***’s membershipAs a result, no cancellation was processed and the monthly billing continued based on the membership termsTo resolve Mr***’s concerns, an immediate cancellation of ***’s portion of the family membership was processed on 9/13/Additionally, a refund of $was processed back to the payment information on file which covers the difference of the month dues for only one active member on a family accountRefunds typically take 5-business days to completeWe believe this matter to be resolvedThank you
Our District Manager contacted member regarding her concerns and reminded her of the Results based program she purchased but it was the services of any specific individual trainerThus, she was not entitled to terminate the agreement and abandon her contractual obligations early without a fee
Member’s personal training 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 agreementMember elected to take advantage of this cancellation provision, paid the fee on 4/29/and we cancelled the remaining term of her personal training agreement accordingly
Our District Operations Manager spoke to *** *** on 6/21/and the parties agreed to settle on the matter based on a total refund in the amount of $Refunds were processed to the same accounts that were used for payments on the membershipIt should be noted that *** *** made payments with two different accountsTwo refunds in the amounts of $and $were issued to a *** account ending in *** and two refunds in the amounts of $each ($total) were issued to a *** account ending in *** for a total of $in refunds
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,
*** ***
Our previous response and offer still standsManagement spoke to *** *** on 9/16/regarding the monthly billed membership for family add on * *** that was joined on 7/6/*** *** claims this membership is not authorizedOur records indicate the agreement on file has a valid signature and their has been consistent usage since the join date of 7/6/We believe this membership is valid and their is no indication it was joined without authorizationNevertheless, as a courtesy, an month refund was offered due to non usage in the past months for * *** membership. *** *** declined the offer. Management also spoke to *** *** on 8/7/and at that time a cancellation was processed and no further billing has occurred.Should *** *** wish to accept our offer or the month refund we encourage him to contact his home clubUntil then no further action will be takenThank 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 10/19/(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 consecutive monthly payments, in the amount of $180.00, beginning 11/19/16, for the remainder of the Initial TermIn 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 monthsThis 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 confirming e-mail are included with this response)Additionally, member’s personal training services agreement specifically provided him with a 30-day right to cancel if he felt pressured (or for any reason) for a full refundHowever, he did not take advantage of this option within the rescission periodThus, under the clear and explicit terms of the Agreement, member is not entitled to a refund or 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 wish to continue with his valid Agreement, the 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 AgreementLA Fitness will honor this cancellation provision of the Agreement should he elect to take advantage of itOtherwise, member should be expected to honor his Agreement as LA Fitness stands ready to provide the services for which he contracted
Management spoke to *** *** regarding the billing of *** ***'s fitness membershipAfter much discussion *** *** claims that the billing information was only authorized for the initial payment at the time of joiningDue to no other billing information being provided we were
authorized to bill on a monthly basis the billing information given at the time of joining. It has been agreed upon to issue a refund in the amount of $back to the *** card on fileRefunds take about 5-business days to be refunded. We believe this matter to be resolvedThank you
Management contacted *** *** regarding the cancellation of her monthly dues membership*** *** stated she attempted to cancel via telephone and emailThese are not acceptable forms of cancellation and as a result, no such cancellation was processed.
The history on ***
***’s account reflects that she was advised both by telephone and email of accepted cancellation proceduresLA 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-receiptThis cancellation policy is not designed to make it difficult for our members to cancel, but rather to ensure cancellations are handled properly
As a courtesy, a cancellation was completed and we have also agreed to a refund back to her *** card on file in the amount of $
Refunds typically take 5-business days to completeWe believe this matter to be resolvedThank you
Management contacted *** *** regarding the cancellation of her monthly billed family membershipShe claims to have attempted to cancel several times verbally and via mailNo such request was received and therefore the monthly dues continued to be billedPer her request an immediate cancellation
has been processed and no further billing will occurAs a courtesy, a refund in the amount of $was refunded back to the *** card on fileRefunds take about 5-business days to be refunded and the balance in the amount of has been waivedNo further balance is owedMember is satisfiedThank you
Our previous response still standsManagement spoke to *** *** on 10/3/regarding the cancellation of her monthly billed membershipNo prior cancellation request has been received and our memberships are not billed based on usage. Therefore a cancellation was processed on 10/3/and no
further billing will occurA refund in the amount of $has been refunded back to the *** card on 10/8/as a courtesyShould *** *** provide proof of prior cancellation a further refund can be discussedThank you
Member purchased personal training services pursuant to a written and fully executed agreementThe agreement was for a minimum initial term of months, beginning 2/28/(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 3/28/16, 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 Agreement
Member’s personal training agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the AgreementThis provision is clearly outlined on page of her AgreementIn 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 the initial term of months and the voluntary cancellation provision
This Checklist was reviewed with her at the time of the sale, as acknowledged by her signature and initials on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response)Member’s personal training services agreement specifically provided her with a 20-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 periodThus, 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 fee
With respect to member’s service concerns, her trainer, ***, suffered a medical emergency and was hospitalized for several weeksThe Personal Training Director notified all of *** clients and scheduled them with other trainersHowever, member did not want to work with any of the other trainers and insisted on training only with ***However, he was unavailable due to his hospitalizationIt should also be noted that our District Vice President has been in contact with member regarding her concernsHe offered member the option to cancel the remaining term of her personal training agreement without a fee after months or to reduce the voluntary cancellation fee from 50% down to 25% of the remaining agreement balance
However, member has elected not to take advantage of these offers at this timePlease note that we are not contractually obligated to provide these remedies, but these are being offered as a customer service consideration for our memberLA Fitness remains willing to honor either of these options should member elect to take advantage of themOtherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted
Our records indicate a cancellation request has been received for *** *** monthly billed membershipNo further billings will occurWe believe this matter to be resolvedThank you
Management has contacted *** *** regarding his monthly billed fitness membershipWe encourage him to return our call to discuss this furtherThank you
Our position has not changedMember's concerns were addressed in our initial responseIt should also be noted that on 2/3/15, we offered to cancel the remaining term of the personal training agreement with no further billing or obligation and process a refund for the most recent payment. We were not contractually obligated to provide this remedy, but this offered as a customer service consideration for our memberHowever, member elected not to take advantage of the offer
Management contacted Ms*** regarding her concerns with the cancellation of her fitness membership and the continued billing of balances for both her fitness and training accountsBased on that conversation, we understand that the cancellation request was to be processed on both the training
and fitness membershipsWe apologize for any inconvenience this may have causedAs a courtesy, an immediate cancellation was completed on Ms***’ fitness membershipAdditionally, we have waived both the balance of $on her fitness membership and $on her training membershipBoth accounts have been cancelled in good standings with no future billingWe believe this matter to be resolvedThank you
A refund in the amount of $was processed on 3/15/
Management has made several attempts to contact MrWhitaker regarding his concerns with his *** membershipWe have yet to receive a return callWe encourage him to return our call should he wish to discuss his concerns furtherThank you
Management spoke to *** *** on 3/30/regarding the cancellation of his monthly billed membershipOur records indicate we have not received a cancellation, however per his request an immediate cancellation has been processed and the balance in the amount of has been waivedNo further
balance is owedMember is satisfiedThank you