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]
Our District Vice President contacted member regarding his concerns and we cancelled the remaining term of his personal training agreement with no further billing or obligation.
Management contacted [redacted] regarding the billing of her and [redacted] monthly billed membership. Although a cancellation was processed on 12/15/15 due to December monthly dues declining we attempted several times to collect the balance owed. As a courtesy, the balance has been waived on both...
memberships and no further balances are owed. We believe this matter to be resolved. Thank you
our previous response still stands. Management spoke to [redacted] via email on 1/15/15 regarding her concerns with her monthly billed membership at the time of point of sale. We apologized for any miscommunication that occurred and provided [redacted] with a copy of her agreement. We encourage [redacted] to return our call should she wish to discuss anything further. Thank you.
Management spoke to Ms. [redacted]
regarding her personal matter with another member at our gym location. We
advised Ms. [redacted] we cannot prohibit a member from entering our locations
based on personal issues between one member and another and that Ms. [redacted]
has been advised to contact...
authorities in such situations. We also have other
gym locations Ms. [redacted] is more than welcome to use as well. Member
appreciated the follow up and understands. 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.At best I would say that the response from "management" is disingenuous at best, but in reality is deceitful to the fullest extent possible. It also reflects what appears to be the operating philosophy of the LA Fitness - deflect, obscure and lie. First, there was and has been virtually no contact from management at any time.
Second, the $29.99 refund mentioned was for the next month's dues (for January 2016), not December 2015 dues. It was the latter dues that I requested a refund for in the initial complaint. LA Fitness debits one's credit card for the next month well in advance of the upcoming month. Thus the refund mentioned by management had virtually nothing to do with my original complaint. Third, in my discussion with [redacted], I stated very clearly to him that I was going to file a complaint against LA Fitness for the bait and switch tactic and that I wanted a refund for the initiation fee and December dues.
Further, I asked him for the name of the manager to whom I could file the complaint. He, at that point, provided me with the name of [redacted], regional manager, [redacted]. Curious that I have that information written down on a "pink message note" supplied by Mr. [redacted] at the time I cancelled our membership. The slip of paper also contains my notes regarding Mr. [redacted]'s statements, the date of 12/14/15 and his statement that he could not refund the initiation fee without permission from "management". He did state that he was a 'manager in training" and thus implicitly acknowledging that he was not management.
Therefore, it is clear that there was no explicit or implied acceptance by me that the matter had been resolved. In conclusion, my opening statement regarding LA Fitness's response to my complaint seems quite justified, if not even understated.
Regards,[redacted]
[A default letter is provided here which indicates...
your acceptance of the business's response. If you wish, you may update it before sending it.]
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 contacted [redacted] and per her request we have adjusted her monthly billed membership back to the prior rate and access before she upgraded in March 2016. Her monthly dues will be 29.99 and multi club access effective the April billing.
Member is satisfied. We believe this...
The refund in the amount of $413.82 that was issued on 6/16/16 for her fitness membership renewal payments was a pro-rated amount agreed upon between member and our District Operations Manager to settle member’s claim. A second refund check was issued in the amount of $467.00 on 6/24/16.
The $467.00 represented $452.00 for her remaining personal training sessions and $15.00 for the Kids Klub membership. Please note that both refunds were issued in the form of a check. The refund checks were mailed on or around the same day they were issued, 6/16/16 and 6/24/16 respectively.
Member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”). The Agreement was for a minimum initial term of 12 months, beginning 10/22/17 (the “Initial Term”). He paid a total of $299.00 up front, which included the enrollment fee, processing...
fee and payment for the first month of personal training services. He further agreed to make 11 more consecutive monthly payments, in the amount of $200.00, beginning 11/22/17, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and he acknowledged his understanding of these billing terms by initialing three separate sections in the Agreement which specifically referred to this payment schedule. His Agreement includes a voluntary cancelation provision, which affords him the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the Agreement. This provision is clearly outlined on page 2 of the agreement. In 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 12 months and the voluntary cancellation provision. This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature and initials on the New Client Checklist. It should also be noted that we have dual monitors installed at all of our sales desks with one the monitors facing the member. While member is signing and initialing each section via the digital signature pad, the terms are clearly visible to our member on a monitor in front of them. Additionally, after signing digitally on an electronic signature pad, a hard copy of the New Client Checklist was printed out and reviewed with member once again, as acknowledged by his handwritten initials and signature on the printed copy as well (copies of the Agreement and New Client Checklist are included with this response). Thus, 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 fee. If member no longer wishes to continue with his valid Agreement, LA Fitness will honor the voluntary cancellation provision of the Agreement should he elect to take advantage of it. Otherwise, he should be expected to honor his Agreement as LA Fitness stands ready to provide the services for which he contracted.
The session length is clearly outlined as 25 minutes under the Program Summary section of the personal training agreement at top of page 1 of the agreement. Nevertheless, our District Vice President contacted member regarding her concerns. Member has begun training and will continue with the...
Management contacted [redacted] regarding his concerns for the Sauna and pool area. We appreciate our members feedback and LA Fitness strives to provide a safe and healthy environment. We assured him all issues have been addressed with staff regarding implementing the rules of the Pool and Sauna...
Management agreed to honor two cancellations [redacted] and [redacted] Management also processed two individual refunds in the amounts of $69.98. Refunds could take up to 5-7 days and will be placed on the [redacted] card on file. We believe this matter to be resolved.
Member’s friend ([redacted].) has been given access to the personal training sessions and member does not need to keep her regular fitness membership active in order for her friend to continue to use the sessions. Our Personal Training Director ([redacted].) has attempted to contact member. We encourage...
member to return his call or to contact the Operations Manager at her local club for further assistance.
Member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”). The Agreement was for a minimum initial term of 12 months, beginning 1/10/16 (the “Initial Term”). Member paid a total of $210.00 up front, which included the processing fee and payment...
for the first month of personal training sessions. She further agreed to make 11 more payments, in the amount of $160.00 each, every month, beginning 2/10/16, for the remainder of the Initial Term. These terms are clearly outlined on page 1 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.
It is LA Fitness’ policy and practice to provide our members with a complete copy of their agreement at the time of enrollment. A copy of the agreement was also included in the confirming e-mail member received on the day she enrolled. In 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 12 months. 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, New Client Checklist and confirming e-mail 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 was 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 fee. LA Fitness will honor the voluntary cancellation provision in her agreement should she elect to take advantage of it.
Otherwise, member should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.
[redacted] is requesting a refund, due to relocation, of the prepaid dues for his membership that was signed at our [redacted] club location. Management has contacted [redacted] regarding his annual paid in full membership and reviewed the terms of his agreement. [redacted] now understands...
that state guidelines, included in his membership agreement, do not offer a cancellation or refund option due to member relocation.
Therefore, a refund of his prepaid membership dues is not owed. We have extended the option for [redacted] to temporarily freeze his membership and as a courtesy offered to waive the freeze fee. [redacted] declined this option. Currently, no further action will be taken. We believe this matter to be resolved. Thank you.
Management contacted [redacted] via email regarding the cancellation procedure for his monthly billed membership. LA Fitness provides members with the option to cancel at any LA Fitness location with an Operations Manager between the hours of 9 AM-5 PM on Monday through Friday, but we strongly...
encourage members to send a written cancellation request via certified mail to ensure return-receipt. Our cancellation policy is not designed to make it difficult for our members to cancel, but to ensure cancellations are handled properly. Once a cancellation is completed, there is no new monthly billing processed. However, any balances from charges prior to cancellation are owed. The prepaid last month’s dues are applied to a membership after cancellation, as time to access our facilities. Nevertheless, we have waived the balance $37.09 on [redacted]’s membership. His membership is cancelled in good standings with no further billing. We believe this matter to be resolved. Thank you.
Member's remaining sessions have been made available for her to utilize and she understands that any remaining sessions will expire on 6/18/15 if not used by then.
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.
LA Fitness is claiming that I did not have a scheduled session on the last two occasions on which they did not provide a trainer. This is not true. I personally scheduled the sessions with the trainer with whom I had the original training consultation, the same trainer who had me sign the training contract. I watched him enter these sessions into the calendar on his computer when we agreed to them. Whether he did not put them into the system correctly or they were later deleted, I do not know. Neither the trainer nor the manager at the [redacted] location denies that these sessions were scheduled and missed. A representative of the [redacted] location called me on 7/18, at approximately 4:45pm and did not deny that they had missed three consecutive sessions.
They did later claim that the trainer with whom I had agreed to train with was not "one of the normal trainers," but they did not explain this distinction at any point.
For the session for which the trainer called out sick, no substitute or alternative was offered by either the trainer or the facility. For the second missed session, no alternative or substitute was offered. On the third missed session, the trainer with whom I was scheduled did offer to train with me, 45 minutes after our thirty minute session was scheduled to begin, after I had complained. At that point, I did not have time to begin a session, as my schedule did not permit me to start so late.
I made my schedule very clear to the training staff when I signed the contract. They did not indicate to me that at the time of my scheduled sessions, I would have to wait upwards of 45 minutes for my session to begin, or that if my trainer was not available (at the agreed upon date and time) that it would be incumbent on me to badger the staff into providing a replacement.
The nearest the staff at the [redacted] LA Fitness has come to offering an alternative or a resolution was offering to train late, after I complained, on the third missed session and the phone call on 7/18. During this call, again, they did not deny that they had missed these sessions. They promised that it would happen again, but given the consistent inability to meet their obligations or communicate amongst themselves in any effective manner, I declined to schedule the next session until this complaint is formally resolved.
Whether or not LA Fitness was able to "provide a [me] with a personal training session on [the dates in question] from another staff member," I have no idea. No alternative staff member was ever offered to me. No attempt was made to correct their continued failure to provide the service for which I am paying, other than a vague and unsubstantiated promise that it would not happen again. They have proven themselves incapable of providing a training session at a predetermined date and time. I do not have the flexibility in my schedule to accommodate their poor scheduling and communication, and that is not an undertaking for which I should have to pay.
Finally, it should be noted that their "personally designed training" regimen consisted of nothing more than different trainers giving me incompatible advice and ideas. For example, one trainer told me to work out one muscle group per day and not work the same group for an entire week. Another told me to do all upper body one day, lower body the next, and alternate on 24 hours rest per body part. Their trainers claimed to not have the time to show or tell me what routines I should do in between sessions. They did not communicate their efforts to each other in any way. There was absolutely nothing personalized about this service.
To summarize, I have no idea why the corporate office is denying that I had session scheduled on the last two missed dates. If alternative trainers were available, they were never offered to me, and that option was never presented. Their only reaction was on the third missed session, at which point they offered to begin long after my schedule would permit. In their phone call on 7/18, they did not deny their repeated missed sessions, and only offered a vague mea culpa in an effort to have me schedule again.
I continue to have no confidence in their ability to furnish training sessions at a scheduled date in time, especially considering their denials that scheduled sessions were not scheduled and their insistence that alternatives that were never offered to me were somehow available.
Regards,[redacted]
Our District Vice President, [redacted], spoke to member regarding her concerns on 7/25/16. The only agreement for personal training services that exists between member and LA Fitness was provided with our initial response. There is no other agreement for personal training services.
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]
Our District Vice President contacted member regarding his concerns and we cancelled the remaining term of his personal training agreement with no further billing or obligation.
Management contacted [redacted] regarding the billing of her and [redacted] monthly billed membership. Although a cancellation was processed on 12/15/15 due to December monthly dues declining we attempted several times to collect the balance owed. As a courtesy, the balance has been waived on both...
memberships and no further balances are owed. We believe this matter to be resolved. Thank you
our previous response still stands. Management spoke to [redacted] via email on 1/15/15 regarding her concerns with her monthly billed membership at the time of point of sale. We apologized for any miscommunication that occurred and provided [redacted] with a copy of her agreement. We encourage [redacted] to return our call should she wish to discuss anything further. Thank you.
Management spoke to Ms. [redacted]
regarding her personal matter with another member at our gym location. We
advised Ms. [redacted] we cannot prohibit a member from entering our locations
based on personal issues between one member and another and that Ms. [redacted]
has been advised to contact...
authorities in such situations. We also have other
gym locations Ms. [redacted] is more than welcome to use as well. Member
appreciated the follow up and understands. 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.At best I would say that the response from "management" is disingenuous at best, but in reality is deceitful to the fullest extent possible. It also reflects what appears to be the operating philosophy of the LA Fitness - deflect, obscure and lie. First, there was and has been virtually no contact from management at any time.
Second, the $29.99 refund mentioned was for the next month's dues (for January 2016), not December 2015 dues. It was the latter dues that I requested a refund for in the initial complaint. LA Fitness debits one's credit card for the next month well in advance of the upcoming month. Thus the refund mentioned by management had virtually nothing to do with my original complaint. Third, in my discussion with [redacted], I stated very clearly to him that I was going to file a complaint against LA Fitness for the bait and switch tactic and that I wanted a refund for the initiation fee and December dues.
Further, I asked him for the name of the manager to whom I could file the complaint. He, at that point, provided me with the name of [redacted], regional manager, [redacted]. Curious that I have that information written down on a "pink message note" supplied by Mr. [redacted] at the time I cancelled our membership. The slip of paper also contains my notes regarding Mr. [redacted]'s statements, the date of 12/14/15 and his statement that he could not refund the initiation fee without permission from "management". He did state that he was a 'manager in training" and thus implicitly acknowledging that he was not management.
Therefore, it is clear that there was no explicit or implied acceptance by me that the matter had been resolved. In conclusion, my opening statement regarding LA Fitness's response to my complaint seems quite justified, if not even understated.
Regards,[redacted]
[A default letter is provided here which indicates...
your acceptance of the business's response. If you wish, you may update it before sending it.]
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 contacted [redacted] and per her request we have adjusted her monthly billed membership back to the prior rate and access before she upgraded in March 2016. Her monthly dues will be 29.99 and multi club access effective the April billing.
Member is satisfied. We believe this...
matter to be resolved. Thank you
The refund in the amount of $413.82 that was issued on 6/16/16 for her fitness membership renewal payments was a pro-rated amount agreed upon between member and our District Operations Manager to settle member’s claim. A second refund check was issued in the amount of $467.00 on 6/24/16.
The $467.00 represented $452.00 for her remaining personal training sessions and $15.00 for the Kids Klub membership. Please note that both refunds were issued in the form of a check. The refund checks were mailed on or around the same day they were issued, 6/16/16 and 6/24/16 respectively.
Member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”). The Agreement was for a minimum initial term of 12 months, beginning 10/22/17 (the “Initial Term”). He paid a total of $299.00 up front, which included the enrollment fee, processing...
fee and payment for the first month of personal training services. He further agreed to make 11 more consecutive monthly payments, in the amount of $200.00, beginning 11/22/17, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and he acknowledged his understanding of these billing terms by initialing three separate sections in the Agreement which specifically referred to this payment schedule. His Agreement includes a voluntary cancelation provision, which affords him the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the Agreement. This provision is clearly outlined on page 2 of the agreement. In 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 12 months and the voluntary cancellation provision. This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature and initials on the New Client Checklist. It should also be noted that we have dual monitors installed at all of our sales desks with one the monitors facing the member. While member is signing and initialing each section via the digital signature pad, the terms are clearly visible to our member on a monitor in front of them. Additionally, after signing digitally on an electronic signature pad, a hard copy of the New Client Checklist was printed out and reviewed with member once again, as acknowledged by his handwritten initials and signature on the printed copy as well (copies of the Agreement and New Client Checklist are included with this response). Thus, 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 fee. If member no longer wishes to continue with his valid Agreement, LA Fitness will honor the voluntary cancellation provision of the Agreement should he elect to take advantage of it. Otherwise, he should be expected to honor his Agreement as LA Fitness stands ready to provide the services for which he contracted.
The session length is clearly outlined as 25 minutes under the Program Summary section of the personal training agreement at top of page 1 of the agreement. Nevertheless, our District Vice President contacted member regarding her concerns. Member has begun training and will continue with the...
remaining personal training agreement term.
Management contacted [redacted] regarding his concerns for the Sauna and pool area. We appreciate our members feedback and LA Fitness strives to provide a safe and healthy environment. We assured him all issues have been addressed with staff regarding implementing the rules of the Pool and Sauna...
areas. Member is satisfied. Thank you.
Management agreed to honor two cancellations [redacted] and [redacted] Management also processed two individual refunds in the amounts of $69.98. Refunds could take up to 5-7 days and will be placed on the [redacted] card on file. We believe this matter to be resolved.
Member’s friend ([redacted].) has been given access to the personal training sessions and member does not need to keep her regular fitness membership active in order for her friend to continue to use the sessions. Our Personal Training Director ([redacted].) has attempted to contact member. We encourage...
member to return his call or to contact the Operations Manager at her local club for further assistance.
Member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”). The Agreement was for a minimum initial term of 12 months, beginning 1/10/16 (the “Initial Term”). Member paid a total of $210.00 up front, which included the processing fee and payment...
for the first month of personal training sessions. She further agreed to make 11 more payments, in the amount of $160.00 each, every month, beginning 2/10/16, for the remainder of the Initial Term. These terms are clearly outlined on page 1 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.
It is LA Fitness’ policy and practice to provide our members with a complete copy of their agreement at the time of enrollment. A copy of the agreement was also included in the confirming e-mail member received on the day she enrolled. In 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 12 months. 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, New Client Checklist and confirming e-mail 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 was 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 fee. LA Fitness will honor the voluntary cancellation provision in her agreement should she elect to take advantage of it.
Otherwise, member should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.
[redacted] is requesting a refund, due to relocation, of the prepaid dues for his membership that was signed at our [redacted] club location. Management has contacted [redacted] regarding his annual paid in full membership and reviewed the terms of his agreement. [redacted] now understands...
that state guidelines, included in his membership agreement, do not offer a cancellation or refund option due to member relocation.
Therefore, a refund of his prepaid membership dues is not owed. We have extended the option for [redacted] to temporarily freeze his membership and as a courtesy offered to waive the freeze fee. [redacted] declined this option. Currently, no further action will be taken. We believe this matter to be resolved. Thank you.
Management contacted [redacted] via email regarding the cancellation procedure for his monthly billed membership. LA Fitness provides members with the option to cancel at any LA Fitness location with an Operations Manager between the hours of 9 AM-5 PM on Monday through Friday, but we strongly...
encourage members to send a written cancellation request via certified mail to ensure return-receipt. Our cancellation policy is not designed to make it difficult for our members to cancel, but to ensure cancellations are handled properly. Once a cancellation is completed, there is no new monthly billing processed. However, any balances from charges prior to cancellation are owed. The prepaid last month’s dues are applied to a membership after cancellation, as time to access our facilities. Nevertheless, we have waived the balance $37.09 on [redacted]’s membership. His membership is cancelled in good standings with no further billing. We believe this matter to be resolved. Thank you.
Member's remaining sessions have been made available for her to utilize and she understands that any remaining sessions will expire on 6/18/15 if not used by then.
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.
LA Fitness is claiming that I did not have a scheduled session on the last two occasions on which they did not provide a trainer. This is not true. I personally scheduled the sessions with the trainer with whom I had the original training consultation, the same trainer who had me sign the training contract. I watched him enter these sessions into the calendar on his computer when we agreed to them. Whether he did not put them into the system correctly or they were later deleted, I do not know. Neither the trainer nor the manager at the [redacted] location denies that these sessions were scheduled and missed. A representative of the [redacted] location called me on 7/18, at approximately 4:45pm and did not deny that they had missed three consecutive sessions.
They did later claim that the trainer with whom I had agreed to train with was not "one of the normal trainers," but they did not explain this distinction at any point.
For the session for which the trainer called out sick, no substitute or alternative was offered by either the trainer or the facility. For the second missed session, no alternative or substitute was offered. On the third missed session, the trainer with whom I was scheduled did offer to train with me, 45 minutes after our thirty minute session was scheduled to begin, after I had complained. At that point, I did not have time to begin a session, as my schedule did not permit me to start so late.
I made my schedule very clear to the training staff when I signed the contract. They did not indicate to me that at the time of my scheduled sessions, I would have to wait upwards of 45 minutes for my session to begin, or that if my trainer was not available (at the agreed upon date and time) that it would be incumbent on me to badger the staff into providing a replacement.
The nearest the staff at the [redacted] LA Fitness has come to offering an alternative or a resolution was offering to train late, after I complained, on the third missed session and the phone call on 7/18. During this call, again, they did not deny that they had missed these sessions. They promised that it would happen again, but given the consistent inability to meet their obligations or communicate amongst themselves in any effective manner, I declined to schedule the next session until this complaint is formally resolved.
Whether or not LA Fitness was able to "provide a [me] with a personal training session on [the dates in question] from another staff member," I have no idea. No alternative staff member was ever offered to me. No attempt was made to correct their continued failure to provide the service for which I am paying, other than a vague and unsubstantiated promise that it would not happen again. They have proven themselves incapable of providing a training session at a predetermined date and time. I do not have the flexibility in my schedule to accommodate their poor scheduling and communication, and that is not an undertaking for which I should have to pay.
Finally, it should be noted that their "personally designed training" regimen consisted of nothing more than different trainers giving me incompatible advice and ideas. For example, one trainer told me to work out one muscle group per day and not work the same group for an entire week. Another told me to do all upper body one day, lower body the next, and alternate on 24 hours rest per body part. Their trainers claimed to not have the time to show or tell me what routines I should do in between sessions. They did not communicate their efforts to each other in any way. There was absolutely nothing personalized about this service.
To summarize, I have no idea why the corporate office is denying that I had session scheduled on the last two missed dates. If alternative trainers were available, they were never offered to me, and that option was never presented. Their only reaction was on the third missed session, at which point they offered to begin long after my schedule would permit. In their phone call on 7/18, they did not deny their repeated missed sessions, and only offered a vague mea culpa in an effort to have me schedule again.
I continue to have no confidence in their ability to furnish training sessions at a scheduled date in time, especially considering their denials that scheduled sessions were not scheduled and their insistence that alternatives that were never offered to me were somehow available.
Regards,[redacted]
Our District Vice President, [redacted], spoke to member regarding her concerns on 7/25/16. The only agreement for personal training services that exists between member and LA Fitness was provided with our initial response. There is no other agreement for personal training services.