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.The HIIT class was the reason why we signed up. The class is not free at the Oak Brook location. The class is only available to personal training members. When other gym members would ask during the HIIT class if they could join the class, both [redacted] and [redacted] would state it was not a free class and is not available to gym members if t,hey did not have a personal training package. [redacted] and I started to complain regarding the service experience the week after [redacted] quit. The HIIT program did not occur after December 2nd but we were never notified of this in person, writing, or digital format. I found out from [redacted] on December 19th there would no longer be any HIIT classes at the Oak Brook location. I would like to reiterate the deceptive practices that occurred to recruit members to this class. After [redacted] quit, HIIT members talked about the personal training fees. Some clients paid $140-$190 per month. There was not a set rate for the same service but rather it was determined by how much the trainer could extort from its members. Some members also revealed they paid [redacted] their monthly fee under the table. This information was also substantiated by [redacted] and [redacted] . Both of these trainers also said corporate was aware of what had occurred. [redacted] and I have also been repeatedly encouraged to obtain fake doctor notes to get out of our personal training contracts. Further consideration needs to be given by LA Fitness regarding this manner. The trainers that were referred to us to use either did not have availability (Penny), showed up for class when they felt like ( [redacted] ), or no longer work there ( [redacted] ). The names of qualified trainers have been repeatedly requested from [redacted] but he has not provided the names of any who is available for a 6 AM session. Qualified and good trainers are ones who are not on their phone, not eating/ drinking coffee, or goofing around with their colleagues during the time of the session. This is common practice at this location. Personal trainers also know the scope and sequence of a workout to meet their client’s needs. In addition, I have taken personal training classes but your trainers appear to not be capable of record-keeping since iwas never recorded. In the future, trainers should have the clients sign off on the training sessions once the sessions are completed to avoid horrific situations like this. Both, [redacted] and I have had multiple one on one training sessions with ***, ***, and ***. We have in total taken over 17 one on one personal training sessions between the both of us. The issue is not the money but the service and the level of service provided. The deceptive practices and remediation of contracts is well documented on the BBB website. The correct and appropriate action is to cancel my contract. LA Fitness has done this for other clients on 12/12/2016, 11/23/2016, 11/10/2016, and 11/5/2016 when deceptive practices occurred. LA Fitness please address all points above. Regards, [redacted] And [redacted] And [redacted]
Management spoke to [redacted] regarding the incident that occurred when joining on a monthly billed membershipWe explained that [redacted] has guest privileges and he is allowed to bring guests accompanied by him at a timeThe mobile app is only for [redacted] and [redacted] does not need a membership It was decided to process an immediate cancellation and issue a full refund in the amount of $back to the [redacted] for [redacted] membershipAs it was not [redacted] intention to have her own membershipMembers are satisfiedThis issue has been resolvedThank you
Management has processed a cancelation for all remaining members per [redacted] requestA refund in the amount of $has been refunded back to the [redacted] card on fileRefunds take about 5-business days to be refundedWe believe this issue to be resolvedThank you
Management contacted [redacted] regarding the cancellation of his monthly dues membership [redacted] stated he attempted to cancel in January The history on [redacted] ’s account reflects that his membership was frozen online but a cancellation receipt was not receivedLA Fitness provides members with the option to cancel their membership at any location between the hours of 8AM-5PM Monday through Friday, but we strongly advise that member's mail in a written cancellation request via certified mail to ensure return-receipt This cancellation policy is not designed to make it difficult for our members to cancel, but rather to ensure cancellations are handled properlyAs a courtesy, a cancellation was completed on May 5, and we have also agreed to a refund back to his [redacted] card on file in the amount of $ Refunds typically take 5-business days to completeWe believe this matter to be resolvedThank you
Management spoke to [redacted] regarding the cancellation of her fitness membershipShe indicated she cancelled in January of and continues to be billed monthlyOur records indicate we have not received a cancellation noticeLA Fitness provides members with the option to cancel at any LA Fitness location between the hours of AM-PM on Monday through Friday, but we strongly encourage members to send a written cancellation request viacertified mail to ensure return-receiptOur cancellation policy is not designed to make it difficult for our members to cancel, but to ensure cancellations are handled properlyIt was agreed upon to process an immediate cancellation and waive the balance in the amount of $Member is satisfiedWe believe this matter to be resolvedThank 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 Her account of the discussion is completely incorrectThey did admit to charging me prior to and could not prove they had authorization to do soYou should pull the phone callThe gentleman I eventually spoke to was going to permanently remove the additional once a year charge from my account and my husband's account and credit us both for this yearStill waiting on written proof that they permanently removed it from both of our accountsI only know I was given a credit for this yearLess than 1/of what they promised has been fulfilledNot satisfied.Regards, [redacted] ***
Member elected to upgrade her personal training agreement from Certified Training to Master Training and authorized a monthly dues increase from $to $per month (copy of upgrade confirmation receipt attached)
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 decline your response because your company is responsible and I will not settle for you working with Law enforcement because they don't care and their are no leadsPlease stop saying that so I need your company to replace my personal belongings that were stolen and take responsibility, you didn't send the thief but it happen on your propertyIt will cost you a lot less to replace my items than to pay your attorney court cost to see me in courtI'm not settling for your responseIf your working with law enforcement please tell me what it is that you have done so far ? thank you Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and this resolution was satisfactory to me The business has performed this action, and so I consider this complaint resolved Regards, [redacted]
Member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”)The Agreement was for a minimum initial term of months, beginning 1/9/(the “Initial Term”)Member paid a total of $up front, which included the processing fee and payment for the first month of personal training sessions She further agreed to make more payments, in the amount of $each, every month, beginning 2/9/15, for the remainder of the Initial TermThese terms are clearly outlined on page of member’s Agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule section of the AgreementIn addition, her Agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of her personal training agreement with the Initial Term of months This 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)Accordingly, under the clear and explicit terms of the Agreement, she contractually committed to a minimum term of months, was properly billed for the remainder of the Agreement term and is not entitled to a refundIt should be noted the unused sessions expired days after member’s last paymentHowever, LA Fitness is willing to extend the expiration date of the remaining sessions should member elect to use them
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've already paid two months that I was not able to useI don't want to pay another dollar waiting for a responseMy experience with corporate was so horrific that I'm no longer interested in their services Regards, [redacted] ***
Management spoke to Ms [redacted] on 10/23/regarding the cancellation of her monthly billed membershipMs [redacted] ’s membership cancellation was processed on 10/23/ A full refund in the amount of $was processed back to the MasterCard on fileRefund take about 5-business days to be refunded back Thank you
[redacted] voluntarily entered a 3-year paid in full membership agreement at the rate of $870.96, on September 26, 2014, which included the option for an annual renewal of $per year thereafter He admits to signing this Manual Agreement and a copy of that valid agreement is attached However, that Manual Agreementwas entered into the Company’s recordkeeping system electronically at another club, reflecting the same payment and membership terms as the Manual Agreement he signed (and paid for) No one forged his signature when entering this agreement into the Company’s electronic records, but instead simply wrote “signatureon file”, referring to the Manual Agreement which [redacted] previously signed and agreed upon [redacted] ’ whole dispute is simply based on the fact the electronic agreement on file does not contain his signature However, as the attached demonstrates, he did enter a valid agreement with LA Fitness that he manually signed himselfHe must honor that Agreement and nothing changes because LA Fitness then enteredthe same terms into its membership records electronicallyAccordingly, no refund is warranted here and LA Fitness continues to agree to provide [redacted] with the exact membership for which he contractedNo further action will be takenThank you
Our Personal Training Director [redacted] *and our District Manager [redacted] *have made several attempts to contact member regarding her concerns but she has not returned their callsIt should be noted that, prior to receiving this complaint from your office, [redacted] spoke to member on 4/3/ [redacted] reminded member that she purchased personal training services for a minimum initial term of months, apologized for the previous issues she experienced and tried to set member up with a trainer to service her sessionsHowever, member simply refused to continue with the serviceThis does not entitle member to a refund or relieve her of her obligation to the remaining agreement termHer 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 of member’s agreement should she 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
We appreciate our member’s feedback and concerns regarding our facility and strive to provide working amenitiesIn some cases, remedial measures can take time to complete and we appreciate our member’s patienceManagement contacted Ms [redacted] to inform her of the pool status and we will contact her when we have a set date to reopen the poolMs [redacted] was satisfied with the follow up callThank you
LA Fitness cancelled member's personal training agreement with no further billing or obligationAs of the time of this response, our records reflect the member received credit for $from his bank
Management spoke to [redacted] regarding her complaint Management cancelled membership and refunded $back to the checking on file [redacted] confirmed that she received the refund We believe this matter to be resolved and member is satisfied with resolution and with follow up callThank you
Management contacted Mrs [redacted] regarding the cancellation of her monthly dues membershipMrs [redacted] stated that she requested cancellation of her membership at the same time the cancellation was processed for her husband’s membership prior to the February billingTo resolve Mrs***’s concerns, an immediate cancellation of her membership was processed on August 22, and a refund of $was processed back to the [redacted] on fileRefunds typically take 5-business days to completeWe believe this matter to be resolvedThank 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.The HIIT class was the reason why we signed up. The class is not free at the Oak Brook location. The class is only available to personal training members. When other gym members would ask during the HIIT class if they could join the class, both [redacted] and [redacted] would state it was not a free class and is not available to gym members if t,hey did not have a personal training package. [redacted] and I started to complain regarding the service experience the week after [redacted] quit. The HIIT program did not occur after December 2nd but we were never notified of this in person, writing, or digital format. I found out from [redacted] on December 19th there would no longer be any HIIT classes at the Oak Brook location. I would like to reiterate the deceptive practices that occurred to recruit members to this class. After [redacted] quit, HIIT members talked about the personal training fees. Some clients paid $140-$190 per month. There was not a set rate for the same service but rather it was determined by how much the trainer could extort from its members. Some members also revealed they paid [redacted] their monthly fee under the table. This information was also substantiated by [redacted] and [redacted] . Both of these trainers also said corporate was aware of what had occurred. [redacted] and I have also been repeatedly encouraged to obtain fake doctor notes to get out of our personal training contracts. Further consideration needs to be given by LA Fitness regarding this manner. The trainers that were referred to us to use either did not have availability (Penny), showed up for class when they felt like ( [redacted] ), or no longer work there ( [redacted] ). The names of qualified trainers have been repeatedly requested from [redacted] but he has not provided the names of any who is available for a 6 AM session. Qualified and good trainers are ones who are not on their phone, not eating/ drinking coffee, or goofing around with their colleagues during the time of the session. This is common practice at this location. Personal trainers also know the scope and sequence of a workout to meet their client’s needs. In addition, I have taken personal training classes but your trainers appear to not be capable of record-keeping since iwas never recorded. In the future, trainers should have the clients sign off on the training sessions once the sessions are completed to avoid horrific situations like this. Both, [redacted] and I have had multiple one on one training sessions with ***, ***, and ***. We have in total taken over 17 one on one personal training sessions between the both of us. The issue is not the money but the service and the level of service provided. The deceptive practices and remediation of contracts is well documented on the BBB website. The correct and appropriate action is to cancel my contract. LA Fitness has done this for other clients on 12/12/2016, 11/23/2016, 11/10/2016, and 11/5/2016 when deceptive practices occurred. LA Fitness please address all points above. Regards, [redacted] And [redacted] And [redacted]
Management spoke to [redacted] regarding the incident that occurred when joining on a monthly billed membershipWe explained that [redacted] has guest privileges and he is allowed to bring guests accompanied by him at a timeThe mobile app is only for [redacted] and [redacted] does not need a membership It was decided to process an immediate cancellation and issue a full refund in the amount of $back to the [redacted] for [redacted] membershipAs it was not [redacted] intention to have her own membershipMembers are satisfiedThis issue has been resolvedThank you
Management has processed a cancelation for all remaining members per [redacted] requestA refund in the amount of $has been refunded back to the [redacted] card on fileRefunds take about 5-business days to be refundedWe believe this issue to be resolvedThank you
Management contacted [redacted] regarding the cancellation of his monthly dues membership [redacted] stated he attempted to cancel in January The history on [redacted] ’s account reflects that his membership was frozen online but a cancellation receipt was not receivedLA Fitness provides members with the option to cancel their membership at any location between the hours of 8AM-5PM Monday through Friday, but we strongly advise that member's mail in a written cancellation request via certified mail to ensure return-receipt This cancellation policy is not designed to make it difficult for our members to cancel, but rather to ensure cancellations are handled properlyAs a courtesy, a cancellation was completed on May 5, and we have also agreed to a refund back to his [redacted] card on file in the amount of $ Refunds typically take 5-business days to completeWe believe this matter to be resolvedThank you
Management spoke to [redacted] regarding the cancellation of her fitness membershipShe indicated she cancelled in January of and continues to be billed monthlyOur records indicate we have not received a cancellation noticeLA Fitness provides members with the option to cancel at any LA Fitness location between the hours of AM-PM on Monday through Friday, but we strongly encourage members to send a written cancellation request viacertified mail to ensure return-receiptOur cancellation policy is not designed to make it difficult for our members to cancel, but to ensure cancellations are handled properlyIt was agreed upon to process an immediate cancellation and waive the balance in the amount of $Member is satisfiedWe believe this matter to be resolvedThank 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 Her account of the discussion is completely incorrectThey did admit to charging me prior to and could not prove they had authorization to do soYou should pull the phone callThe gentleman I eventually spoke to was going to permanently remove the additional once a year charge from my account and my husband's account and credit us both for this yearStill waiting on written proof that they permanently removed it from both of our accountsI only know I was given a credit for this yearLess than 1/of what they promised has been fulfilledNot satisfied.Regards, [redacted] ***
Member elected to upgrade her personal training agreement from Certified Training to Master Training and authorized a monthly dues increase from $to $per month (copy of upgrade confirmation receipt attached)
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 decline your response because your company is responsible and I will not settle for you working with Law enforcement because they don't care and their are no leadsPlease stop saying that so I need your company to replace my personal belongings that were stolen and take responsibility, you didn't send the thief but it happen on your propertyIt will cost you a lot less to replace my items than to pay your attorney court cost to see me in courtI'm not settling for your responseIf your working with law enforcement please tell me what it is that you have done so far ? thank you Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and this resolution was satisfactory to me The business has performed this action, and so I consider this complaint resolved Regards, [redacted]
Member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”)The Agreement was for a minimum initial term of months, beginning 1/9/(the “Initial Term”)Member paid a total of $up front, which included the processing fee and payment for the first month of personal training sessions She further agreed to make more payments, in the amount of $each, every month, beginning 2/9/15, for the remainder of the Initial TermThese terms are clearly outlined on page of member’s Agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule section of the AgreementIn addition, her Agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of her personal training agreement with the Initial Term of months This 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)Accordingly, under the clear and explicit terms of the Agreement, she contractually committed to a minimum term of months, was properly billed for the remainder of the Agreement term and is not entitled to a refundIt should be noted the unused sessions expired days after member’s last paymentHowever, LA Fitness is willing to extend the expiration date of the remaining sessions should member elect to use them
Please see attached letter
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've already paid two months that I was not able to useI don't want to pay another dollar waiting for a responseMy experience with corporate was so horrific that I'm no longer interested in their services Regards, [redacted] ***
Management spoke to Ms [redacted] on 10/23/regarding the cancellation of her monthly billed membershipMs [redacted] ’s membership cancellation was processed on 10/23/ A full refund in the amount of $was processed back to the MasterCard on fileRefund take about 5-business days to be refunded back Thank you
LA Fitness cancelled the remaining term of member’s personal training agreement with no further billing or obligation
[redacted] voluntarily entered a 3-year paid in full membership agreement at the rate of $870.96, on September 26, 2014, which included the option for an annual renewal of $per year thereafter He admits to signing this Manual Agreement and a copy of that valid agreement is attached However, that Manual Agreementwas entered into the Company’s recordkeeping system electronically at another club, reflecting the same payment and membership terms as the Manual Agreement he signed (and paid for) No one forged his signature when entering this agreement into the Company’s electronic records, but instead simply wrote “signatureon file”, referring to the Manual Agreement which [redacted] previously signed and agreed upon [redacted] ’ whole dispute is simply based on the fact the electronic agreement on file does not contain his signature However, as the attached demonstrates, he did enter a valid agreement with LA Fitness that he manually signed himselfHe must honor that Agreement and nothing changes because LA Fitness then enteredthe same terms into its membership records electronicallyAccordingly, no refund is warranted here and LA Fitness continues to agree to provide [redacted] with the exact membership for which he contractedNo further action will be takenThank you
Our Personal Training Director [redacted] *and our District Manager [redacted] *have made several attempts to contact member regarding her concerns but she has not returned their callsIt should be noted that, prior to receiving this complaint from your office, [redacted] spoke to member on 4/3/ [redacted] reminded member that she purchased personal training services for a minimum initial term of months, apologized for the previous issues she experienced and tried to set member up with a trainer to service her sessionsHowever, member simply refused to continue with the serviceThis does not entitle member to a refund or relieve her of her obligation to the remaining agreement termHer 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 of member’s agreement should she 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
We appreciate our member’s feedback and concerns regarding our facility and strive to provide working amenitiesIn some cases, remedial measures can take time to complete and we appreciate our member’s patienceManagement contacted Ms [redacted] to inform her of the pool status and we will contact her when we have a set date to reopen the poolMs [redacted] was satisfied with the follow up callThank you
LA Fitness cancelled member's personal training agreement with no further billing or obligationAs of the time of this response, our records reflect the member received credit for $from his bank
Management spoke to [redacted] regarding her complaint Management cancelled membership and refunded $back to the checking on file [redacted] confirmed that she received the refund We believe this matter to be resolved and member is satisfied with resolution and with follow up callThank you
Management contacted Mrs [redacted] regarding the cancellation of her monthly dues membershipMrs [redacted] stated that she requested cancellation of her membership at the same time the cancellation was processed for her husband’s membership prior to the February billingTo resolve Mrs***’s concerns, an immediate cancellation of her membership was processed on August 22, and a refund of $was processed back to the [redacted] on fileRefunds typically take 5-business days to completeWe believe this matter to be resolvedThank you