Our District VP contacted [redacted] regarding the incident that occurred with the General Manager at our [redacted] location. We apologized for how the situation was handled and reassured [redacted] that we do
not condone how the situation was handled. We have addressed the issue...
internally and an apology was issued to [redacted]. We advised that no refund is owed or due. [redacted] understands and 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.Regards,[redacted]
Member’s claim is not consistent with the clear and conspicuous language in the training agreement she signed and she was properly billed after the initial 6-month period in strict accordance with the plain language of the agreement she signed. In particular, the "Initial Term Acknowledgement" on...
page 1 of the membership agreement clearly states that "unless cancelled", the agreement converts to a month to month agreement after the Initial Term until written notice of cancellation is provided. Additionally, member acknowledged the month to month conversion by initialing the specific section of the "New Client Checklist" which is also provided with a copy of the membership agreement and reviewed with member at the conclusion of the sale (copies of the agreement and New Client Checklist are included with this response). As such, it was member’s obligation to notify us that she did not want to continue with her membership. Furthermore, member shall be deemed in default of the this agreement upon failure to comply with any of the terms and conditions of the agreement including the obligation to make payment when due. Upon default, member will not be able to utilize the services provided in the agreement including any unused accrued sessions. Thus, by disputing the payments with her bank, member has defaulted on the agreement. Nevertheless, our District Operations Manager, [redacted], has made several attempts to contact member regarding her concerns in an effort to resolve her dispute but his calls have not been returned. We encourage member to return Peter’s call for further assistance.
Management has made several attempts to contact [redacted] to discuss his concerns with his monthly billed fitness membership. We encourage him to return our call to resolve any concerns he may have. Thank you
Management contacted [redacted] regarding his concerns with the [redacted] location. We appreciate our member’s feedback regarding our facilities and strive to provide a clean and healthy environment. Management has been in contact with our facilities team and have also visited the club to...
conduct a thorough walk through. [redacted] simply wanted to express his concerns and will continue to be a member.
We have provided [redacted] with direct contact information, should he have any additional concerns in the future. We believe this matter to be resolved and will continue to try to support this member.
Thank you.
Revdex.com:
My family purchased a gym membership for me the week before Christmas 2015, and explicitly stated the membership was for a female. The sales representative "[redacted] repeatedly lied to my family when they asked if a sauna or steam room was available. He repeatedly told my family that LA Fitness provided a state of the art, steam room and sauna. NO WHERE on their website, company literature, or contract does it state the sauna was only for men. I cancelled my membership since this was the only reason I wished to join a gym: for the use of a sauna.
Because my family made it clear the membership was for a female, and every single employee confirmed one was available, this equals false advertising & theft by deception. LA Fitness now refuses to refund my family's $264 even though they admitted the website, literature, and sales team was wrong in that the steam room is for men only , and not available to women at any time. Again, this was the ONLY reason I wanted to join a gym, and this fact was made very clear the entire time my family toured the facility & signed a contract- it's very apparent the sales person lied about their services to make the sale & get a contract signed. I'm sick of LA Fitness' lies and & gender discrimination. Now my family has lost $204, and I did not use my membership after learning the one thing I wanted was not available. No where in the contract does it state the steam room is for men only. I want the full 6-month membership payment refunded as this is blatant false advertising & theft by deception.
I want the full payment refunded ($264 in fees) since the signed contract does not state women are banned from using the steam room, and every employee lied when asked if a steam room was available for women.
Hello [redacted]
We spoke yesterday on the phone regarding claim #11191192 against LA Fitness.
I spoke with "[redacted]," the area manager of LA Fitness in [redacted] 3/15/16 at 3:16pm & stated I was lied to, cheated, and harassed by LA Fitness after canceling my membership due to false advertising. [redacted] apologized & asked what was the problem; I explained that I wanted a full refund and their offices to quit calling my cell phone every week attempting to "update billing information." after I canceled my 6 month membership because their salesperson "[redacted]" confirmed a steam room was available when in fact there was not.
[redacted] stated he was sorry, to expect a refund in 2-3 weeks, that I would receive an email confirming the cancelation of my membership, & their offices would quit calling.
Since that conversation I did receive an email, however only $39.90 out of the $268.70 was refunded. That is the first and last billing period dues, not the full amount for a prepaid 6 month membership, which I did not use once as I discovered the only reason for my joining was not available.
Had I known LA Fitness would only refund a portion of the paid amount, I would have included that in my original claim.
Thank you for your time,
[redacted]
LA Fitness contacted [redacted] regarding her concerns and we cancelled the remaining term of her personal training agreement with no further billing or obligation.
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 was finally able to schedule my...
sessions after several weeks of not understanding why I could not. I just wish it dodnt take that long after having purchased sessions to be able to use them and no one able to tell me why or how to fix it. I had to manually go in and figure out how to provide myself customer support/service.I will mark this as resolved. However, I also joined [redacted] the time it took to be able to schedule sessions I paid for with LA. Thanks...Regards,
[redacted]
Management reviewed [redacted] complaint. As a customer consideration, management cancelled [redacted] monthly membership and e-mailed him a cancellation receipt. We believe this matter to be resolved. Thank you.
Management spoke to [redacted] on 1/13/15 regarding the cancellation of her daughter [redacted] membership. She stated she cancelled the membership in September of 2014, our records indicate nocancellation was received. However as a courtesy we have processed an immediate cancellation...
and a 2 month refund in the amount of $75.76 back to the Checking account.
Refunds take about 5-7 business days to be refunded back. Thank you.
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 5/11/17 (the “Initial Term”). Member paid a total of $259.00 up front, which included the enrollment fee, processing...
fee and payment for the first month of personal training services. She further agreed to make 11 more consecutive monthly payments, in the amount of $160.00, beginning 6/11/17, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement. 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 and New Client Checklist are included with this response). Member’s personal training services agreement specifically provided her with a 3-day right to cancel if these terms did not match her understanding (or for any reason) for 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, member is not entitled to a refund or 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. If member no longer wishes to continue with her valid Agreement, her 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 Agreement. LA Fitness will honor the voluntary cancellation provision of the 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 spoke to Ms. [redacted] on 6/4/15 regarding the cancellation of the monthly billed membership. Per her request an immediate cancellation was processed and no further billing will occur. The balance in the amount of $62.33 was waived. No further balance is owed. Member is satisfied. thank...
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 fail to understand why the business is not addressing the issue of missed/rescheduled appointments even though this was explicitly discussed and agreed upon as a condition at the beginning. We were to meet twice a week, every Tuesday and Friday unless otherwise requested by us. I remember 2 sessions where the trainer was double booked and we were sent home from the gym without training. There were other times where we mysteriously dropped from the calendar, and couldn't rebook the same slot because it was already taken by someone else. I would also add that while changing trainers may be contractually ok, it is hard to establish momentum and goals working with 6 different trainers in 8 months. This should have been explicitly explained to us when we signed up as opposed to being buried in endless pages of contract.As I indicated before, we are not expecting any resolution based on my experience with LA Fitness. We'll honor the rest of this contract, but business will lose 3 clients for life.
Regards,
[redacted]
Our District Vice President, [redacted] has attempted to contact member to address her concerns but he call has not been returned. We have trainers and times available to provide member with the services for which she contracted. We urge member to return [redacted] for further...
Member’s personal training agreement includes a provision that allows her to terminate her agreement early and releases her from her obligation to the remaining personal training agreement term if she becomes physically unable to avail herself of a substantial portion of the services. Such a...
cancellation shall be authorized upon member furnishing certification of such disability by a physician. LA Fitness received such verification from member via mail postmarked 7/17/15 and we cancelled the remaining term of her personal training agreement accordingly with no further billing or obligation. However, such a cancellation does not entitle member to a refund of dues processed prior to effective cancellation request date.
LA Fitness cancelled member's personal training agreement and a full refund was processed on 4/16/15 (refund applied to the same account used for payment). LA Fitness does not report to any credit bureaus or agencies. Thus, we did not affect his credit in any way.
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 Manager contacted member to address her concerns. She has since resumed with the service with a different trainer and one of our other club locations and we added 2 personal training sessions at no additional cost to compensate for her previous experience.
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 52 weeks, beginning 8/9/14 (the “Initial Term”). He paid a total of $190.00 up front, which included the enrollment fee, processing fee and payment for...
the first four weeks of personal training sessions. He further agreed to make 12 more payments, in the amount of $90.00 each, every four weeks, beginning 9/6/14, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of his agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule outlining these terms. Member’s personal training agreement also includes a voluntary cancelation provision, which affords him the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the agreement. This provision is clearly outlined on page 2 of his 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, the initial term of 52 weeks and the voluntary cancelation provision. This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response). His personal training services agreement specifically provided him with a 10-day right to cancel if these terms did not match his understanding (or for any reason) for a full refund. However, he did not take advantage of this option within the rescission period. Thus, he is not entitled to terminate the agreement early without a fee. However, as of the time of this response, LA Fitness has not received any of the payments owed by member since 11/29/14. Since it is apparent that he now has no intent of fulfilling his contractual obligation to the remaining personal training agreement term, we have released him from his obligation to make the remaining payments due under his agreement. Additionally, LA Fitness will not pursue him for the outstanding balance he currently owes. 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.
Our District VP contacted [redacted] regarding the incident that occurred with the General Manager at our [redacted] location. We apologized for how the situation was handled and reassured [redacted] that we do
not condone how the situation was handled. We have addressed the issue...
internally and an apology was issued to [redacted]. We advised that no refund is owed or due. [redacted] understands and 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.Regards,[redacted]
Member’s claim is not consistent with the clear and conspicuous language in the training agreement she signed and she was properly billed after the initial 6-month period in strict accordance with the plain language of the agreement she signed. In particular, the "Initial Term Acknowledgement" on...
page 1 of the membership agreement clearly states that "unless cancelled", the agreement converts to a month to month agreement after the Initial Term until written notice of cancellation is provided. Additionally, member acknowledged the month to month conversion by initialing the specific section of the "New Client Checklist" which is also provided with a copy of the membership agreement and reviewed with member at the conclusion of the sale (copies of the agreement and New Client Checklist are included with this response). As such, it was member’s obligation to notify us that she did not want to continue with her membership. Furthermore, member shall be deemed in default of the this agreement upon failure to comply with any of the terms and conditions of the agreement including the obligation to make payment when due. Upon default, member will not be able to utilize the services provided in the agreement including any unused accrued sessions. Thus, by disputing the payments with her bank, member has defaulted on the agreement. Nevertheless, our District Operations Manager, [redacted], has made several attempts to contact member regarding her concerns in an effort to resolve her dispute but his calls have not been returned. We encourage member to return Peter’s call for further assistance.
Management has made several attempts to contact [redacted] to discuss his concerns with his monthly billed fitness membership. We encourage him to return our call to resolve any concerns he may have. Thank you
Management contacted [redacted] regarding his concerns with the [redacted] location. We appreciate our member’s feedback regarding our facilities and strive to provide a clean and healthy environment. Management has been in contact with our facilities team and have also visited the club to...
conduct a thorough walk through. [redacted] simply wanted to express his concerns and will continue to be a member.
We have provided [redacted] with direct contact information, should he have any additional concerns in the future. We believe this matter to be resolved and will continue to try to support this member.
Thank you.
Revdex.com:
My family purchased a gym membership for me the week before Christmas 2015, and explicitly stated the membership was for a female. The sales representative "[redacted] repeatedly lied to my family when they asked if a sauna or steam room was available. He repeatedly told my family that LA Fitness provided a state of the art, steam room and sauna. NO WHERE on their website, company literature, or contract does it state the sauna was only for men. I cancelled my membership since this was the only reason I wished to join a gym: for the use of a sauna.
Because my family made it clear the membership was for a female, and every single employee confirmed one was available, this equals false advertising & theft by deception. LA Fitness now refuses to refund my family's $264 even though they admitted the website, literature, and sales team was wrong in that the steam room is for men only , and not available to women at any time. Again, this was the ONLY reason I wanted to join a gym, and this fact was made very clear the entire time my family toured the facility & signed a contract- it's very apparent the sales person lied about their services to make the sale & get a contract signed. I'm sick of LA Fitness' lies and & gender discrimination. Now my family has lost $204, and I did not use my membership after learning the one thing I wanted was not available. No where in the contract does it state the steam room is for men only. I want the full 6-month membership payment refunded as this is blatant false advertising & theft by deception.
I want the full payment refunded ($264 in fees) since the signed contract does not state women are banned from using the steam room, and every employee lied when asked if a steam room was available for women.
Hello [redacted]
We spoke yesterday on the phone regarding claim #11191192 against LA Fitness.
I spoke with "[redacted]," the area manager of LA Fitness in [redacted] 3/15/16 at 3:16pm & stated I was lied to, cheated, and harassed by LA Fitness after canceling my membership due to false advertising. [redacted] apologized & asked what was the problem; I explained that I wanted a full refund and their offices to quit calling my cell phone every week attempting to "update billing information." after I canceled my 6 month membership because their salesperson "[redacted]" confirmed a steam room was available when in fact there was not.
[redacted] stated he was sorry, to expect a refund in 2-3 weeks, that I would receive an email confirming the cancelation of my membership, & their offices would quit calling.
Since that conversation I did receive an email, however only $39.90 out of the $268.70 was refunded. That is the first and last billing period dues, not the full amount for a prepaid 6 month membership, which I did not use once as I discovered the only reason for my joining was not available.
Had I known LA Fitness would only refund a portion of the paid amount, I would have included that in my original claim.
Thank you for your time,
[redacted]
LA Fitness contacted [redacted] regarding her concerns and we cancelled the remaining term of her personal training agreement with no further billing or obligation.
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 was finally able to schedule my...
sessions after several weeks of not understanding why I could not. I just wish it dodnt take that long after having purchased sessions to be able to use them and no one able to tell me why or how to fix it. I had to manually go in and figure out how to provide myself customer support/service.I will mark this as resolved. However, I also joined [redacted] the time it took to be able to schedule sessions I paid for with LA. Thanks...Regards,
[redacted]
Management reviewed [redacted] complaint. As a customer consideration, management cancelled [redacted] monthly membership and e-mailed him a cancellation receipt. We believe this matter to be resolved. Thank you.
Management spoke to [redacted] on 1/13/15 regarding the cancellation of her daughter [redacted] membership. She stated she cancelled the membership in September of 2014, our records indicate nocancellation was received. However as a courtesy we have processed an immediate cancellation...
and a 2 month refund in the amount of $75.76 back to the Checking account.
Refunds take about 5-7 business days to be refunded back. Thank you.
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 5/11/17 (the “Initial Term”). Member paid a total of $259.00 up front, which included the enrollment fee, processing...
fee and payment for the first month of personal training services. She further agreed to make 11 more consecutive monthly payments, in the amount of $160.00, beginning 6/11/17, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of the Agreement and she acknowledged her understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement. 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 and New Client Checklist are included with this response). Member’s personal training services agreement specifically provided her with a 3-day right to cancel if these terms did not match her understanding (or for any reason) for 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, member is not entitled to a refund or 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. If member no longer wishes to continue with her valid Agreement, her 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 Agreement. LA Fitness will honor the voluntary cancellation provision of the 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.
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 spoke to Ms. [redacted] on 6/4/15 regarding the cancellation of the monthly billed membership. Per her request an immediate cancellation was processed and no further billing will occur. The balance in the amount of $62.33 was waived. No further balance is owed. Member 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.I fail to understand why the business is not addressing the issue of missed/rescheduled appointments even though this was explicitly discussed and agreed upon as a condition at the beginning. We were to meet twice a week, every Tuesday and Friday unless otherwise requested by us. I remember 2 sessions where the trainer was double booked and we were sent home from the gym without training. There were other times where we mysteriously dropped from the calendar, and couldn't rebook the same slot because it was already taken by someone else. I would also add that while changing trainers may be contractually ok, it is hard to establish momentum and goals working with 6 different trainers in 8 months. This should have been explicitly explained to us when we signed up as opposed to being buried in endless pages of contract.As I indicated before, we are not expecting any resolution based on my experience with LA Fitness. We'll honor the rest of this contract, but business will lose 3 clients for life.
Regards,
[redacted]
Our District Vice President, [redacted] has attempted to contact member to address her concerns but he call has not been returned. We have trainers and times available to provide member with the services for which she contracted. We urge member to return [redacted] for further...
assistance.
Member’s personal training agreement includes a provision that allows her to terminate her agreement early and releases her from her obligation to the remaining personal training agreement term if she becomes physically unable to avail herself of a substantial portion of the services. Such a...
cancellation shall be authorized upon member furnishing certification of such disability by a physician. LA Fitness received such verification from member via mail postmarked 7/17/15 and we cancelled the remaining term of her personal training agreement accordingly with no further billing or obligation. However, such a cancellation does not entitle member to a refund of dues processed prior to effective cancellation request date.
LA Fitness cancelled member's personal training agreement and a full refund was processed on 4/16/15 (refund applied to the same account used for payment). LA Fitness does not report to any credit bureaus or agencies. Thus, we did not affect his credit in any way.
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 Manager contacted member to address her concerns. She has since resumed with the service with a different trainer and one of our other club locations and we added 2 personal training sessions at no additional cost to compensate for her previous experience.
Member purchased personal training services pursuant to a written and fully executed agreement. The agreement was for a minimum initial term of 52 weeks, beginning 8/9/14 (the “Initial Term”). He paid a total of $190.00 up front, which included the enrollment fee, processing fee and payment for...
the first four weeks of personal training sessions. He further agreed to make 12 more payments, in the amount of $90.00 each, every four weeks, beginning 9/6/14, for the remainder of the Initial Term. These terms are clearly outlined on page 1 of his agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule outlining these terms. Member’s personal training agreement also includes a voluntary cancelation provision, which affords him the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the agreement. This provision is clearly outlined on page 2 of his 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, the initial term of 52 weeks and the voluntary cancelation provision. This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response). His personal training services agreement specifically provided him with a 10-day right to cancel if these terms did not match his understanding (or for any reason) for a full refund. However, he did not take advantage of this option within the rescission period. Thus, he is not entitled to terminate the agreement early without a fee. However, as of the time of this response, LA Fitness has not received any of the payments owed by member since 11/29/14. Since it is apparent that he now has no intent of fulfilling his contractual obligation to the remaining personal training agreement term, we have released him from his obligation to make the remaining payments due under his agreement. Additionally, LA Fitness will not pursue him for the outstanding balance he currently owes. 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.