Our District Vice President contacted member regarding her concerns and we will be downgrading her personal training agreement from $200.00 per month down to $165.00 per month.
Management has made several attempts to contact Ms.[redacted] to discuss her concerns with an incident that happened at one of ourgym locations. We have yet to receive a return call and encourage Ms. [redacted]to do so. Thank you.
Management spoke to [redacted] on 11/4/14 regarding the cancellation of her monthly billed family membership. After explaining how the prepaid dues that are paid at the point of sale are applied.
We offered to extend the expiration date to 12/4/14 for usage of last month’s dues...
that were pre-paid and no refund would be processed. Member agreed and is satisfied.
Thank you.
Management spoke to Mr. [redacted] on 6/15/15 regarding the cancellation of his monthly billed membership. He claims to have cancelled in November of 2014. Our records indicate we did not receive a cancellation request. Per his request an immediate cancellation has been processed and no further billing...
will occur. A refund in the amount of $160.25 has been refunded back to the [redacted]Card. Refunds take about 5-7 business days to be refunded. Member is satisfied. Thank you.
Management spoke to [redacted] on 6/17/15 regarding his concerns with his home club closing shortly after joining his fitness membership. We apologize for the inconvenience this may have caused. As a courtesy we have issued a refund in the amount of $78 back to the [redacted] card and processed an...
immediate cancellation. Member is satisfied. Thank you.
Mangement spoke to [redacted] on 5/11/15 regarding her concerns with the pool being used for swim lessons. [redacted] brought up main reason for filing Revdex.com wasdue to lifeguards being late in which I advised will follow up with Home club operations manager. She was satisfied...
with explanation of children not being allowed intoother parts of facility beyond the pool area and is happy with the follow up. We believe this matter to be resolved.
LA Fitness contacted member regarding her concerns. We cancelled the original personal training agreement with no further billing or obligation and processed a refund in the amount of $1,260.00 (refund applied to the same account used for payment).
LA Fitness cancelled the remaining term of member’s personal training agreement with no further billing or obligation. Please note that we are not contractually obligated to provide this remedy, but this is being done as a customer service consideration for our member. In addition, as of the time of this, the monthly billing due 4/10/16 had already been processed and we are unable to stop it. However, we will refund that billing back to the same account that was charged as soon as the payment is captured.
The current Personal Training Director (“PTD”) at our [redacted] location (“the club”), [redacted] approached member on several occasions when she would arrive at the club for her workouts to address her personal training membership concerns. Member told [redacted] that she would meet with him after her workout but she would leave abruptly after her workouts without meeting with him.
On 6/1/15, [redacted] was finally able to speak to member regarding her personal training membership. Member informed [redacted] that she cancelled her personal training membership because [redacted]. was no longer working at the club. [redacted] explained that her personal training membership was not cancelled, it was still active and that [redacted] was not a personal trainer, he was the previous PTD of club. [redacted] informed member that he would be more than happy to assist her in scheduling with any of the available personal trainers at the club.
However, member stated that she would cancel her personal training membership if she couldn’t get any sessions scheduled with [redacted]. They scheduled to meet again on 6/4/15 for further discussion but member did not show for the meeting. We apologize for any misunderstanding with our initial response. With respect to her personal training agreement, her agreement includes a provision that entitles her to terminate the agreement early, without a fee, if she becomes disabled during the agreement’s term if the disability is confirmed by a physician (in writing, provided to LA Fitness) and the duration of the disability exceeds three (3) months.
The letter provided by member did not confirm such a disability. In fact, it reflects that member was under doctor’s care on 6/3/15 and that she may return to work 6/8/15. In addition, our records reflect that member used the club regularly from the time that she joined, 1/16/15, through 9/1/15 with no significant lapse in usage. Thus she is not entitled to a refund or to abandon her contractual obligations early without a fee. As outlined in our initial response, LA Fitness will honor the voluntary cancellation provision of member’s 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.
Management has made several attempts to contact Ms. [redacted] regarding her concerns with the maintenance of the pool and spa at the Evanston location. However, we have not received a return call. Management has previously spoken to Ms. [redacted] regarding these concerns. In particular, Ms. [redacted]...
has voiced concerns that on multiple occasions the pool and spa have not been in working order and, therefore, she was unable to fully utilize her membership. We appreciate our member’s feedback and concerns regarding our facilities and strive to provide a clean and healthy environment. In some cases, remedial measures can take time to complete and we appreciate our member’s patience. Management is working with our facilities teams to complete the repairs and maintenance and intends on providing Ms. [redacted] with an update once the repairs are completed. Should Ms. [redacted] have any additional concerns we encourage her to contact her home club or the direct contact information previously provided to her. Thank you.
Management spoke with Ms. [redacted] regarding her concerns. Management apologized for the situation and offered to upgrade her club access to Multi-State waiving the $99.00 upgrade fee and increasing her monthly dues from $24.99 to $29.99. This new rate will be effective 12/15/2017. We believe...
this matter to be resolve and Ms. [redacted] is satisfied. Thank 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.
In correspondence with LA Fitness it states that I have the right to cancel my contract without further obligation if certain financial conditions exist. I would like to remind LA Fitness that my club membership is paid for through SilverSneakers, that I am on a fixed income and that making dues payments would present a financial hardship. I was given the impression when I signed up that I would be able to cancel without being liable for the rest of the contract. It is my opinion that LA Fitness negotiated this contract with me in bad faith, further upon researching LA Fitness' business practices it has come to my attention that this company is less concerned with client satisfaction then with its own fiduciary gain. I am requesting that LA Fitness immediately cancel my contract and that I will forfeit any claim to services already paid for but not received. If LA Fitness attempts to recover any further payments or initiates any collection activity I reserve my right to take appropriate legal action.
Regards,
[redacted]
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.
Like I mentioned to corporate before, I never received a printed handout of my contract until two months after the fact, nor did I receive any emails considering someone there had the wrong email address on file for me. I only agreed to a two month ordeal with the personal training sessions and I was deceived by the training manager in regards to my contract. I told him I only wanted to do it for a maximum of two months and he told me I could cancel anytime unaware of the "buy out" option or any other fees. Even though I signed the document, it was via electronically and so I had really no idea as to what I was signing. I am no longer a member of your gym, so there is no reason for you to be billing me with or without a contract, I am no longer a member.I disagree with this response and I still want my 320 dollar refund that I deserve. I paid for what I said I wanted, I verbally told the manager what I wanted and that is what I thought I was signing up for, not the 12 months. The training manager mislead me with this agreement and he should be held accountable as well. I have called corporate a handful of times as well as my former gym and the operations manager at the [redacted] site even told me not to do a "buy out" as well as some woman from corporate. I have wrote you a written letter in May saying I am cancelling my membership and personal training sessions, I expect you to follow thru and honor this request of refunding my money and never to charge my account again.
Regards,
[redacted]
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.
[My husband tried to cancel within the 72 hrs originally and the club members wouldn’t let him, they kept referring him to the VP, hoping to change his mind. The VP wouldn’t answer his calls and the club members wouldn’t let him cancel there which is why he didn’t cancel within the 72 hrs. He did not use any of the personal training sessions and yet continued to get charge for 5 months. When someone doesn’t show up for personal training for 5 months, you don’t contact them to see if they’re coming or not? This tells me you knew he thought it was cancelled and continued to charge him anyways. He DID have contact with the VP five months ago and the VP said it was cancelled but must have purposely not recorded this in order to keep charging him. Multiple other people have reported the exact same type of complaint on [redacted] and [redacted], showing me that you are purposely trying to scam people out of their money. A full refund of everything that my husband paid for a supposedly cancelled membership that he was not using is the only thing that will fully resolve my complaint. ]
Regards,
[redacted]
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 have since been in correspondence with two representatives of LA fitness, Correspondance that suddenly and inexplicably halted. They refused to resolve my issue as requested or even answer my questions as to why I'm not entitled to refund when no such provision exists in my contract. As such I would like to re open my complaint, or at very least not have it filed as resolved as they made little to no effort to resolve the situation. As it stands I will most likely be filing in small claims court. I'm not sure how else to resolve this at this time. Thanks! [redacted]
Revdex.com:
I have reviewed the response made by the business in...
reference to complaint ID [redacted], 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,
[redacted]
Management has made several attempts via phone and email to speak to[redacted] regarding his concerns with cancelling his monthly billed membership. A cancellation has been processed to prevent further billings.
We encourage [redacted] to return our call. Thank 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.
In the contract, this statement appears: Master Training: If this feature is purchased, as indicated in the Service Type on page 1, Client has access
to use of Master Trainers at the club of enrollment for all personal training sessions.
LAF did not uphold their contractual obligation. For the first session I scheduled, the trainer called me 40 minutes before my appointment time and informed me that he was not available for my session, nor would he be for any of my requested times. I was already on my way to the gym, so that same day, I signed up at the front desk for an appointment with a different trainer on a different day, as they did not have a master trainer available that day. When I arrived for my training session, the trainer said I was not on his schedule and he was not aware we had an appointment. He could not fit me in that day, so we set up an alternate day. Although he was late, he did actually show up for our next three appointments
. He then failed to show up for another appointment. LAF offered to put me in with a different trainer 2 hours later, which of course I could not do because I do have a life and a job I have to schedule around. I had a couple more sessions with my trainer before he, once again, failed to show up for our scheduled session. At this point I asked for a different trainer, and an appointment was set up with a new one. When I got home, I realized I had a scheduling conflict, so left a message with the trainer to call me to reschedule. I did not hear back, so left a second message with the front desk. Once again, no response.
Not only did LAF not provide the service they promised, I still maintain that they were deceptive and unethical in their sales practice. I was misled, and I did not receive the services for which I paid. The contract states that I would have access to use of Master Trainers for all personal training sessions, and that absolutely was not true. It was impossible to get any kind of training program going with LAF under these circumstances.
Regards,[redacted]
Our District Vice President contacted member regarding her concerns and we will be downgrading her personal training agreement from $200.00 per month down to $165.00 per month.
Management has made several attempts to contact Ms.[redacted] to discuss her concerns with an incident that happened at one of ourgym locations. We have yet to receive a return call and encourage Ms. [redacted]to do so. Thank you.
Management spoke to [redacted] on 11/4/14 regarding the cancellation of her monthly billed family membership. After explaining how the prepaid dues that are paid at the point of sale are applied.
We offered to extend the expiration date to 12/4/14 for usage of last month’s dues...
that were pre-paid and no refund would be processed. Member agreed and is satisfied.
Thank you.
Management spoke to Mr. [redacted] on 6/15/15 regarding the cancellation of his monthly billed membership. He claims to have cancelled in November of 2014. Our records indicate we did not receive a cancellation request. Per his request an immediate cancellation has been processed and no further billing...
will occur. A refund in the amount of $160.25 has been refunded back to the [redacted]Card. Refunds take about 5-7 business days to be refunded. Member is satisfied. Thank you.
Management spoke to [redacted] on 6/17/15 regarding his concerns with his home club closing shortly after joining his fitness membership. We apologize for the inconvenience this may have caused. As a courtesy we have issued a refund in the amount of $78 back to the [redacted] card and processed an...
immediate cancellation. Member is satisfied. Thank you.
Mangement spoke to [redacted] on 5/11/15 regarding her concerns with the pool being used for swim lessons. [redacted] brought up main reason for filing Revdex.com wasdue to lifeguards being late in which I advised will follow up with Home club operations manager. She was satisfied...
with explanation of children not being allowed intoother parts of facility beyond the pool area and is happy with the follow up. We believe this matter to be resolved.
LA Fitness contacted member regarding her concerns. We cancelled the original personal training agreement with no further billing or obligation and processed a refund in the amount of $1,260.00 (refund applied to the same account used for payment).
LA Fitness cancelled the remaining term of member’s personal training agreement with no further billing or obligation. Please note that we are not contractually obligated to provide this remedy, but this is being done as a customer service consideration for our member. In addition, as of the time of this, the monthly billing due 4/10/16 had already been processed and we are unable to stop it. However, we will refund that billing back to the same account that was charged as soon as the payment is captured.
LA Fitness added the additional 3 sessions and member has resumed with the service.
Our District Manager spoke to member regarding her concerns. We are currently waiting for her medical documentation for further review.
The current Personal Training Director (“PTD”) at our [redacted] location (“the club”), [redacted] approached member on several occasions when she would arrive at the club for her workouts to address her personal training membership concerns. Member told [redacted] that she would meet with him after her workout but she would leave abruptly after her workouts without meeting with him.
On 6/1/15, [redacted] was finally able to speak to member regarding her personal training membership. Member informed [redacted] that she cancelled her personal training membership because [redacted]. was no longer working at the club. [redacted] explained that her personal training membership was not cancelled, it was still active and that [redacted] was not a personal trainer, he was the previous PTD of club. [redacted] informed member that he would be more than happy to assist her in scheduling with any of the available personal trainers at the club.
However, member stated that she would cancel her personal training membership if she couldn’t get any sessions scheduled with [redacted]. They scheduled to meet again on 6/4/15 for further discussion but member did not show for the meeting. We apologize for any misunderstanding with our initial response. With respect to her personal training agreement, her agreement includes a provision that entitles her to terminate the agreement early, without a fee, if she becomes disabled during the agreement’s term if the disability is confirmed by a physician (in writing, provided to LA Fitness) and the duration of the disability exceeds three (3) months.
The letter provided by member did not confirm such a disability. In fact, it reflects that member was under doctor’s care on 6/3/15 and that she may return to work 6/8/15. In addition, our records reflect that member used the club regularly from the time that she joined, 1/16/15, through 9/1/15 with no significant lapse in usage. Thus she is not entitled to a refund or to abandon her contractual obligations early without a fee. As outlined in our initial response, LA Fitness will honor the voluntary cancellation provision of member’s 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.
Management has made several attempts to contact Ms. [redacted] regarding her concerns with the maintenance of the pool and spa at the Evanston location. However, we have not received a return call. Management has previously spoken to Ms. [redacted] regarding these concerns. In particular, Ms. [redacted]...
has voiced concerns that on multiple occasions the pool and spa have not been in working order and, therefore, she was unable to fully utilize her membership. We appreciate our member’s feedback and concerns regarding our facilities and strive to provide a clean and healthy environment. In some cases, remedial measures can take time to complete and we appreciate our member’s patience. Management is working with our facilities teams to complete the repairs and maintenance and intends on providing Ms. [redacted] with an update once the repairs are completed. Should Ms. [redacted] have any additional concerns we encourage her to contact her home club or the direct contact information previously provided to her. Thank you.
Management spoke with Ms. [redacted] regarding her concerns. Management apologized for the situation and offered to upgrade her club access to Multi-State waiving the $99.00 upgrade fee and increasing her monthly dues from $24.99 to $29.99. This new rate will be effective 12/15/2017. We believe...
this matter to be resolve and Ms. [redacted] is satisfied. Thank 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.
In correspondence with LA Fitness it states that I have the right to cancel my contract without further obligation if certain financial conditions exist. I would like to remind LA Fitness that my club membership is paid for through SilverSneakers, that I am on a fixed income and that making dues payments would present a financial hardship. I was given the impression when I signed up that I would be able to cancel without being liable for the rest of the contract. It is my opinion that LA Fitness negotiated this contract with me in bad faith, further upon researching LA Fitness' business practices it has come to my attention that this company is less concerned with client satisfaction then with its own fiduciary gain. I am requesting that LA Fitness immediately cancel my contract and that I will forfeit any claim to services already paid for but not received. If LA Fitness attempts to recover any further payments or initiates any collection activity I reserve my right to take appropriate legal action.
Regards,
[redacted]
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.
Like I mentioned to corporate before, I never received a printed handout of my contract until two months after the fact, nor did I receive any emails considering someone there had the wrong email address on file for me. I only agreed to a two month ordeal with the personal training sessions and I was deceived by the training manager in regards to my contract. I told him I only wanted to do it for a maximum of two months and he told me I could cancel anytime unaware of the "buy out" option or any other fees. Even though I signed the document, it was via electronically and so I had really no idea as to what I was signing. I am no longer a member of your gym, so there is no reason for you to be billing me with or without a contract, I am no longer a member.I disagree with this response and I still want my 320 dollar refund that I deserve. I paid for what I said I wanted, I verbally told the manager what I wanted and that is what I thought I was signing up for, not the 12 months. The training manager mislead me with this agreement and he should be held accountable as well. I have called corporate a handful of times as well as my former gym and the operations manager at the [redacted] site even told me not to do a "buy out" as well as some woman from corporate. I have wrote you a written letter in May saying I am cancelling my membership and personal training sessions, I expect you to follow thru and honor this request of refunding my money and never to charge my account again.
Regards,
[redacted]
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.
[My husband tried to cancel within the 72 hrs originally and the club members wouldn’t let him, they kept referring him to the VP, hoping to change his mind. The VP wouldn’t answer his calls and the club members wouldn’t let him cancel there which is why he didn’t cancel within the 72 hrs. He did not use any of the personal training sessions and yet continued to get charge for 5 months. When someone doesn’t show up for personal training for 5 months, you don’t contact them to see if they’re coming or not? This tells me you knew he thought it was cancelled and continued to charge him anyways. He DID have contact with the VP five months ago and the VP said it was cancelled but must have purposely not recorded this in order to keep charging him. Multiple other people have reported the exact same type of complaint on [redacted] and [redacted], showing me that you are purposely trying to scam people out of their money. A full refund of everything that my husband paid for a supposedly cancelled membership that he was not using is the only thing that will fully resolve my complaint. ]
Regards,
[redacted]
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 have since been in correspondence with two representatives of LA fitness, Correspondance that suddenly and inexplicably halted. They refused to resolve my issue as requested or even answer my questions as to why I'm not entitled to refund when no such provision exists in my contract. As such I would like to re open my complaint, or at very least not have it filed as resolved as they made little to no effort to resolve the situation. As it stands I will most likely be filing in small claims court. I'm not sure how else to resolve this at this time. Thanks! [redacted]
Revdex.com:
I have reviewed the response made by the business in...
reference to complaint ID [redacted], 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,
[redacted]
Management has made several attempts via phone and email to speak to[redacted] regarding his concerns with cancelling his monthly billed membership. A cancellation has been processed to prevent further billings.
We encourage [redacted] to return our call. Thank 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.
In the contract, this statement appears: Master Training: If this feature is purchased, as indicated in the Service Type on page 1, Client has access
to use of Master Trainers at the club of enrollment for all personal training sessions.
LAF did not uphold their contractual obligation. For the first session I scheduled, the trainer called me 40 minutes before my appointment time and informed me that he was not available for my session, nor would he be for any of my requested times. I was already on my way to the gym, so that same day, I signed up at the front desk for an appointment with a different trainer on a different day, as they did not have a master trainer available that day. When I arrived for my training session, the trainer said I was not on his schedule and he was not aware we had an appointment. He could not fit me in that day, so we set up an alternate day. Although he was late, he did actually show up for our next three appointments
. He then failed to show up for another appointment. LAF offered to put me in with a different trainer 2 hours later, which of course I could not do because I do have a life and a job I have to schedule around. I had a couple more sessions with my trainer before he, once again, failed to show up for our scheduled session. At this point I asked for a different trainer, and an appointment was set up with a new one. When I got home, I realized I had a scheduling conflict, so left a message with the trainer to call me to reschedule. I did not hear back, so left a second message with the front desk. Once again, no response.
Not only did LAF not provide the service they promised, I still maintain that they were deceptive and unethical in their sales practice. I was misled, and I did not receive the services for which I paid. The contract states that I would have access to use of Master Trainers for all personal training sessions, and that absolutely was not true. It was impossible to get any kind of training program going with LAF under these circumstances.
Regards,[redacted]