Management contacted *** *** regarding *** *** *** monthly billed membershipWe apologize for the incident that occurred when the member attempted to check into the clubIt has been agreed upon to allow a reinstatement of the Family membership, as a courtesy, for two months during the
SummerAt time of un-cancel, first and last months dues will be chargedMember understands resolution offeredNo further action will be taken at this timeThank you
Our Regional Vice President spoke to member regarding her concernsWe cancelled the remaining term of her personal training agreement with no further billing or obligationIn addition, we processed refunds for the monthly billing from 8/6/and the difference in dues charged between a Master
Trainer rate and Certified Trainer rate for the first months of the program (refunds applied to the same account used for payment)Please allow 5-business days for the refunds to post to the account
Management has made several attempts to contact Ms**However, we have been unable to connect with her directlyWe have provided her with direct contact information and encourage her to return our calls so we can adequately address her concernsThank you
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
After our initial response, Corporate Management was able to get in contact with *** *** to discuss a resolution to her concerns related to the billing on the Personal Training agreement*** *** acknowledges signing the agreement for the Personal Training services
Nevertheless, LA Fitness relieved *** *** of her obligation to the remaining agreement term and waived the standard early termination fee, which would have been half of the remaining agreement balancePlease note that we were not contractually obligated to provide this remedy, but this was done as a customer service consideration for our member
Additional, we have agreed to refund $back to the *** *** on fileRefunds typically take 5-business days to completeWe believe this to be a fair and reasonable resolution to this issue
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
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
Our Membership Policies and Club Rules and Regulations,which are part of the membership agreement signed by Mr***, clearly statethat no Member or guest may coach or train other Members or guests (as solelydetermined by LA Fitness). Like most health clubs, LA Fitness does notpermit its members to provide personal training services to other members, asit creates a conflict of interest and utilizes our equipment and space tocompete against usPrior to taking the step of revoking Mr***’smembership, this policy was explained to Mr***. She was givenwarnings and an opportunity to cease these types of activity However, Mr.*** chose to ignore these warnings. Thus, after an investigation anda discussion with Mr*** on January 16, it was determined necessaryto discontinue his membership privilegesThe decision to revoke a membershipis never taken lightly, but found to be necessary in this caseNotably, the LAFitness membership agreement affords us the right to cancel a membership at anytime for any reason, so there has been no violation of his contractual rights.Accordingly, for the reasons summarized above, we are simply choosing toexercise this right pursuant to his membership agreement.Tell us why here
Our District Vice President, *** *** contacted member to address her concerns*** informed member that her personal trainer was and is still training at the facility, she did not go anywhere, and we had several other trainers available for her to useWe offered to help schedule her with her
trainer or any other trainer on staff for her remaining sessionsMember is simply choosing not to continue with the serviceThis does not entitle her to a refundNevertheless, LA Fitness processed a refund in the amount of $for December’s monthly training duesWe were not contractually obligated to provide this, but this was done as a customer service for our memberIn addition, her personal training agreement and regular fitness membership have both been cancelled per her request
Revdex.com:
I spoke with *** *** *** *** *** who recognized the discrepancy and honored the renewal rate specified in the contract
I was pleased with the customer service*** provided.
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
Regards,
*** ***
Member purchased personal training services pursuant to a written and fully executed agreementThe agreement was for a minimum initial term of months, beginning 12/29/(the “Initial Term”). She 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 (+tax), every month, beginning 1/28/15, for the remainder of the Initial TermThese terms are clearly outlined on page of her agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule outlining these termsMember’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 50% 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 she received and read a copy of her personal training agreement, the initial term of months and the voluntary cancelation provisionThis 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)Her 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 refundHowever, she did not take advantage of this option within the rescission periodThus, she is not entitled to a refund or to terminate the agreement early without a feeLA Fitness will honor the voluntary 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 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
Member’s personal training agreement includes a provision that allows her to terminate the agreement early if she becomes physically unable to avail herself of a substantial portion of the services because of a disabilityMember provided evidence of such a disability to LA Fitness on 2/17/and
the remaining term of her personal training agreement was cancelled accordinglyHowever, she is not entitled to a refund of dues for services made available to her prior to such a cancellation and LA Fitness is not responsible for member’s medical expenses
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 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 has made several attempts to contact *** *** regarding the incident that occurred while using a guest pass at our *** locationWe have yet to receive a return call to discuss this matter further
Based on the knowledge of what transpired, as a courtesy we will issue a refund
check in the amount of $back to *** ***Refund checks take about 10-business days to be receivedShould she wish to discuss any concerns further we encourage her to return our call to do soNo further action will be taken as we 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
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
There is no provision in member’s personal training agreement that entitles him to terminate the agreement early without a fee if he relocatesNevertheless, our Regional Vice President contacted member regarding his concerns and informed him that we would relieve him of his contractual obligations
without a fee upon member providing reasonable evidence of relocationWe are not contractually obligated to provide this remedy, but this is being done as a consideration for our memberHowever, LA Fitness has not receive evidence of his relocation as of the time of this response
Management contacted *** *** regarding *** *** *** monthly billed membershipWe apologize for the incident that occurred when the member attempted to check into the clubIt has been agreed upon to allow a reinstatement of the Family membership, as a courtesy, for two months during the
SummerAt time of un-cancel, first and last months dues will be chargedMember understands resolution offeredNo further action will be taken at this timeThank you
Our Regional Vice President spoke to member regarding her concernsWe cancelled the remaining term of her personal training agreement with no further billing or obligationIn addition, we processed refunds for the monthly billing from 8/6/and the difference in dues charged between a Master
Trainer rate and Certified Trainer rate for the first months of the program (refunds applied to the same account used for payment)Please allow 5-business days for the refunds to post to the account
Management has made several attempts to contact Ms**However, we have been unable to connect with her directlyWe have provided her with direct contact information and encourage her to return our calls so we can adequately address her concernsThank you
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
After our initial response, Corporate Management was able to get in contact with *** *** to discuss a resolution to her concerns related to the billing on the Personal Training agreement*** *** acknowledges signing the agreement for the Personal Training services
Nevertheless, LA Fitness relieved *** *** of her obligation to the remaining agreement term and waived the standard early termination fee, which would have been half of the remaining agreement balancePlease note that we were not contractually obligated to provide this remedy, but this was done as a customer service consideration for our member
Additional, we have agreed to refund $back to the *** *** on fileRefunds typically take 5-business days to completeWe believe this to be a fair and reasonable resolution to this issue
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
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
Our Membership Policies and Club Rules and Regulations,which are part of the membership agreement signed by Mr***, clearly statethat no Member or guest may coach or train other Members or guests (as solelydetermined by LA Fitness). Like most health clubs, LA Fitness does notpermit its members to provide personal training services to other members, asit creates a conflict of interest and utilizes our equipment and space tocompete against usPrior to taking the step of revoking Mr***’smembership, this policy was explained to Mr***. She was givenwarnings and an opportunity to cease these types of activity However, Mr.*** chose to ignore these warnings. Thus, after an investigation anda discussion with Mr*** on January 16, it was determined necessaryto discontinue his membership privilegesThe decision to revoke a membershipis never taken lightly, but found to be necessary in this caseNotably, the LAFitness membership agreement affords us the right to cancel a membership at anytime for any reason, so there has been no violation of his contractual rights.Accordingly, for the reasons summarized above, we are simply choosing toexercise this right pursuant to his membership agreement.Tell us why here
Our District Vice President, *** *** contacted member to address her concerns*** informed member that her personal trainer was and is still training at the facility, she did not go anywhere, and we had several other trainers available for her to useWe offered to help schedule her with her
trainer or any other trainer on staff for her remaining sessionsMember is simply choosing not to continue with the serviceThis does not entitle her to a refundNevertheless, LA Fitness processed a refund in the amount of $for December’s monthly training duesWe were not contractually obligated to provide this, but this was done as a customer service for our memberIn addition, her personal training agreement and regular fitness membership have both been cancelled per her request
Revdex.com:
I spoke with *** *** *** *** *** who recognized the discrepancy and honored the renewal rate specified in the contract
I was pleased with the customer service*** provided.
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
Regards,
*** ***
Member purchased personal training services pursuant to a written and fully executed agreementThe agreement was for a minimum initial term of months, beginning 12/29/(the “Initial Term”). She 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 (+tax), every month, beginning 1/28/15, for the remainder of the Initial TermThese terms are clearly outlined on page of her agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule outlining these termsMember’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 50% 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 she received and read a copy of her personal training agreement, the initial term of months and the voluntary cancelation provisionThis 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)Her 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 refundHowever, she did not take advantage of this option within the rescission periodThus, she is not entitled to a refund or to terminate the agreement early without a feeLA Fitness will honor the voluntary 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 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
Member’s personal training agreement includes a provision that allows her to terminate the agreement early if she becomes physically unable to avail herself of a substantial portion of the services because of a disabilityMember provided evidence of such a disability to LA Fitness on 2/17/and
the remaining term of her personal training agreement was cancelled accordinglyHowever, she is not entitled to a refund of dues for services made available to her prior to such a cancellation and LA Fitness is not responsible for member’s medical expenses
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 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 has made several attempts to contact *** *** regarding the incident that occurred while using a guest pass at our *** locationWe have yet to receive a return call to discuss this matter further
Based on the knowledge of what transpired, as a courtesy we will issue a refund
check in the amount of $back to *** ***Refund checks take about 10-business days to be receivedShould she wish to discuss any concerns further we encourage her to return our call to do soNo further action will be taken as we 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
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
There is no provision in member’s personal training agreement that entitles him to terminate the agreement early without a fee if he relocatesNevertheless, our Regional Vice President contacted member regarding his concerns and informed him that we would relieve him of his contractual obligations
without a fee upon member providing reasonable evidence of relocationWe are not contractually obligated to provide this remedy, but this is being done as a consideration for our memberHowever, LA Fitness has not receive evidence of his relocation as of the time of this response