Our District Vice President contacted member regarding his concernsWe processed a refund in the amount of *** for a fourth month on his previous personal training membership and we cancelled his daughter’s personal training agreement with no further billing or obligationHowever, member
understands that there is no refund owed on his daughter’s membership but her unused sessions will remain available for her to use
Our records reflect that *** *** and *** *** purchased personal training services pursuant to a written and fully executed agreement (“Agreement”)The Agreement was for a minimum initial term of months, beginning 4/21/16. As required by applicable state law governing health club
contracts, the personal training agreement they signed included a provision which explained that they could cancel within seven (7) business days of the purchase without any cost to them
The cancellation procedures, as well as the cancel by date of 5/2/16, are clearly listed on page of the agreement (a copy of the Agreement is included with this response)If it was their intent to cancel within the rescission period and had they timely followed the cancellation procedures provided to them in their signed agreement, LA Fitness would have issued a full refund
Admittedly, *** *** and *** *** did not request to cancel prior to 5/2/Thus, they are not entitled to terminate their agreement early without a feeIf *** *** and *** *** no longer wish to continue with their valid Agreement, their Agreement includes a voluntary cancelation provision, which affords them the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the Agreement
LA Fitness will honor this voluntary cancellation provision of the agreement should they elect to take advantage of itOtherwise, they should be expected to honor their agreement as LA Fitness stands ready to provide the services for which they contracted
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 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 left a voicemail regarding Ms*** concerns. The same day Mr*** cancelled both memberships on 11/3/with no further billingShould Ms*** wish to discuss further or need additional assistance we encourage her to call us backWe believe this matter to be
resolvedThank you
Revdex.com:
I have reviewed the response
made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I purchased personal training hours based on fails info provided by the company and pointed right away to itThey didn't object statement and now not sure why I'm not entitled for full refund]
*** ***
Our records do not reflect that we received a cancellation request from memberOur District Manager and Personal Training Director have attempted to contact member regarding the verification of cancellation he states he has but he has not returned our callsWe urge member to return our calls for
further assistance
Members are requesting that they be refunded and relieved of their obligation to the remaining personal training agreement term because they haven’t used any sessionsIt should be noted that they initially signed up to work with a Certified Personal Trainer onlyThis limited the amount of trainers
available for them to schedule with but that was rectified when they upgraded their program to include Master Training which gave them plenty of availability to accommodate their needs
Furthermore, member states that she showed up for a session only to be turned away because her trainer had no other appointments that day yet she was still charged for that session. LA Fitness realizes that if this happens, it is a very frustrating experience for the client. Accordingly, our District Vice President reached to members regarding their concernsHe offered to add some free sessions as a customer service consideration to compensate for their experience and offered to schedule their sessions for them personally
However, members declined the free sessions and chose not to continue with the serviceLA Fitness has demonstrated that we are more than willing to accommodate members and provide the services for which they contractedFailure to use the service does not entitle members to a refund or relieve them of their obligation to the remaining personal training agreement termNevertheless, if members no longer wish to continue with their personal training agreement, their agreement includes a voluntary cancellation provision which affords them 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 provision of their agreement should they elect to take advantage of it
Otherwise, members should be expected to honor their agreement as LA Fitness stands ready to accommodate members concerns and provide the services for which they contracted
LA Fitness contacted member regarding her concerns and we processed a refund in the amount of $to settle her dispute (refund applied to the same account used for payment)
Management spoke to *** *** on 8/26/regarding his concerns with the family plan ratesMember stated he felt mislead more than anythingManagement apologized for this miscommunicationNo further action will be takenthank you
Management spoke to *** *** in regards to her family fitness membershipWe apologized for her being misinformed regarding the ability to freeze her membershipThe particular type of members does not have the ability to be frozen at the reduced rate of a monthShe was advised she would
have to rejoin on a new membership and did not want to pay initiation costsAs a courtesy, we have honored her original rate and waived the initiation and a new membership has been entered for her and her family*** *** is satisfiedThank 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,
*** ***
Management spoke with Mr*** regarding his concernsAs a customer consideration, Management cancelled the membership, agreed to refund the registration fee of $and also refunded his most recent dues of $back to the *** Card on fileRefunds typically, could take up to 5-
business days to completeWe believe this matter to be resolvedThank you
Management has made several attempts to contact Ms*** to discuss her concerns with a recent experience, in which she alleges a staff member at the StPetersburg @ 4th StNorth location acted in an unprofessional mannerHowever, we have not received a return callWe apologize for the
experience she had and in no way condone such alleged behaviorLA Fitness strives to provide excellent customer service to our membersWe encourage Ms*** to return our calls so we can adequately discuss her concernsThank you
Management contacted *** *** regarding his concerns with the both the amount charged at sign up and the continued billing of the Kids Klub membership attached to his monthly dues membership*** *** stated that when he initially inquired about adding the Kids Klub membership he was
informed of a rate amount and charge that was different from the signed Kluds Klub agreement on file
We strive to provide excellent customer service and we regret that *** *** felt there was a miscommunication regarding the charges and cost of our Kids Klub membershipsAs a courtesy resolution, we agreed to process a refund in the amount of $to the Visa card on fileRefunds typically take 5-business days to processWe believe this mater to be resolvedThank you
Member purchased personal training services but not the services of any specific individual trainerWe have made several attempts to assign member to and her scheduled with a another personal trainer but member is simply choosing not to use the serviceThis does not entitle member to a refund
or relieve her of her obligation to the remaining personal training agreement termIf member no longer wishes to continue with her valid agreement, her 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 agreementLA Fitness will honor this cancellation provision in her personal training agreement should she elect to take advantage of it
Otherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted
In light of the continued issues member has experienced, LA Fitness is processing a refund for the unused sessions (refunds will be applied to the same account used for payment)Please allow 5-business days for the refunds to post to the account
LA Fitness has been in contact with member regarding his concernsHe has resumed training and will continue with the remaining term of his personal training agreement
Our District Vice President contacted member regarding his concernsWe processed a refund in the amount of *** for a fourth month on his previous personal training membership and we cancelled his daughter’s personal training agreement with no further billing or obligationHowever, member
understands that there is no refund owed on his daughter’s membership but her unused sessions will remain available for her to use
Our records reflect that *** *** and *** *** purchased personal training services pursuant to a written and fully executed agreement (“Agreement”)The Agreement was for a minimum initial term of months, beginning 4/21/16. As required by applicable state law governing health club
contracts, the personal training agreement they signed included a provision which explained that they could cancel within seven (7) business days of the purchase without any cost to them
The cancellation procedures, as well as the cancel by date of 5/2/16, are clearly listed on page of the agreement (a copy of the Agreement is included with this response)If it was their intent to cancel within the rescission period and had they timely followed the cancellation procedures provided to them in their signed agreement, LA Fitness would have issued a full refund
Admittedly, *** *** and *** *** did not request to cancel prior to 5/2/Thus, they are not entitled to terminate their agreement early without a feeIf *** *** and *** *** no longer wish to continue with their valid Agreement, their Agreement includes a voluntary cancelation provision, which affords them the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the Agreement
LA Fitness will honor this voluntary cancellation provision of the agreement should they elect to take advantage of itOtherwise, they should be expected to honor their agreement as LA Fitness stands ready to provide the services for which they contracted
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 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 has contacted *** *** regarding his monthly billed fitness membershipWe encourage him to return our call to discuss this furtherThank you
Management left a voicemail regarding Ms*** concerns. The same day Mr*** cancelled both memberships on 11/3/with no further billingShould Ms*** wish to discuss further or need additional assistance we encourage her to call us backWe believe this matter to be
resolvedThank you
Revdex.com:
I have reviewed the response
made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I purchased personal training hours based on fails info provided by the company and pointed right away to itThey didn't object statement and now not sure why I'm not entitled for full refund]
*** ***
Our records do not reflect that we received a cancellation request from memberOur District Manager and Personal Training Director have attempted to contact member regarding the verification of cancellation he states he has but he has not returned our callsWe urge member to return our calls for
further assistance
Members are requesting that they be refunded and relieved of their obligation to the remaining personal training agreement term because they haven’t used any sessionsIt should be noted that they initially signed up to work with a Certified Personal Trainer onlyThis limited the amount of trainers
available for them to schedule with but that was rectified when they upgraded their program to include Master Training which gave them plenty of availability to accommodate their needs
Furthermore, member states that she showed up for a session only to be turned away because her trainer had no other appointments that day yet she was still charged for that session. LA Fitness realizes that if this happens, it is a very frustrating experience for the client. Accordingly, our District Vice President reached to members regarding their concernsHe offered to add some free sessions as a customer service consideration to compensate for their experience and offered to schedule their sessions for them personally
However, members declined the free sessions and chose not to continue with the serviceLA Fitness has demonstrated that we are more than willing to accommodate members and provide the services for which they contractedFailure to use the service does not entitle members to a refund or relieve them of their obligation to the remaining personal training agreement termNevertheless, if members no longer wish to continue with their personal training agreement, their agreement includes a voluntary cancellation provision which affords them 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 provision of their agreement should they elect to take advantage of it
Otherwise, members should be expected to honor their agreement as LA Fitness stands ready to accommodate members concerns and provide the services for which they contracted
LA Fitness contacted member regarding her concerns and we processed a refund in the amount of $to settle her dispute (refund applied to the same account used for payment)
Management spoke to *** *** on 8/26/regarding his concerns with the family plan ratesMember stated he felt mislead more than anythingManagement apologized for this miscommunicationNo further action will be takenthank you
Management spoke to *** *** in regards to her family fitness membershipWe apologized for her being misinformed regarding the ability to freeze her membershipThe particular type of members does not have the ability to be frozen at the reduced rate of a monthShe was advised she would
have to rejoin on a new membership and did not want to pay initiation costsAs a courtesy, we have honored her original rate and waived the initiation and a new membership has been entered for her and her family*** *** is satisfiedThank you
Revdex.com:
I have reviewed the response made by the business in reference
to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
LA Fitness contacted member regarding her concerns and we transferred her father's personal training sessions over to her
Management spoke with Mr*** regarding his concernsAs a customer consideration, Management cancelled the membership, agreed to refund the registration fee of $and also refunded his most recent dues of $back to the *** Card on fileRefunds typically, could take up to 5-
business days to completeWe believe this matter to be resolvedThank you
Management has made several attempts to contact Ms*** to discuss her concerns with a recent experience, in which she alleges a staff member at the StPetersburg @ 4th StNorth location acted in an unprofessional mannerHowever, we have not received a return callWe apologize for the
experience she had and in no way condone such alleged behaviorLA Fitness strives to provide excellent customer service to our membersWe encourage Ms*** to return our calls so we can adequately discuss her concernsThank you
Management contacted *** *** regarding his concerns with the both the amount charged at sign up and the continued billing of the Kids Klub membership attached to his monthly dues membership*** *** stated that when he initially inquired about adding the Kids Klub membership he was
informed of a rate amount and charge that was different from the signed Kluds Klub agreement on file
We strive to provide excellent customer service and we regret that *** *** felt there was a miscommunication regarding the charges and cost of our Kids Klub membershipsAs a courtesy resolution, we agreed to process a refund in the amount of $to the Visa card on fileRefunds typically take 5-business days to processWe believe this mater to be resolvedThank you
Member purchased personal training services but not the services of any specific individual trainerWe have made several attempts to assign member to and her scheduled with a another personal trainer but member is simply choosing not to use the serviceThis does not entitle member to a refund
or relieve her of her obligation to the remaining personal training agreement termIf member no longer wishes to continue with her valid agreement, her 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 agreementLA Fitness will honor this cancellation provision in her personal training agreement should she elect to take advantage of it
Otherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted
In light of the continued issues member has experienced, LA Fitness is processing a refund for the unused sessions (refunds will be applied to the same account used for payment)Please allow 5-business days for the refunds to post to the account
LA Fitness has been in contact with member regarding his concernsHe has resumed training and will continue with the remaining term of his personal training agreement