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]
Member's personal training sessions expired on 1/11/15. Nevertheless, LA Fitness has extended the expiration date and made member's remaining 9 sessions available for her to use.
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, Thanks!
Regards,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted]
[redacted] states she mailed in a cancellation August of 2015, unfortunately we received no such request. Due to lack of current billing information her monthly billed membership is now in a revoked status. She has not been billed since September 2, 2015. As a courtesy, based on her attempt to cancel...
prior to the September billing a refund in the amount of $29.99 has been processed back to the[redacted] card on file. We believe this matter to be resolved. No further action will be taken.
Thank you.
LA Fitness cancelled member's personal training agreement and a refund in the amount of $259.00 has been processed (refund applied to the same account used for payment). Please allow 5-7 business days for the refund to post to the account.
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 10/21/15 (the “Initial Term”). Member paid a total of $314.00 up front, which included the enrollment fee,...
processing fee and payment for the first month of personal training sessions. He further agreed to make 11 more payments, in the amount of $165.00 each, every month, beginning 11/21/15, for the remainder of the Initial Term.
These terms are clearly outlined on page 1 of member’s Agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule section 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. This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature and initials on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response).
Furthermore, member’s personal training agreement afforded him with a 10-day right to cancel if these terms did not match his understanding (or for any reason) simply by submitting a written notice of cancellation and he would receive a full refund. However, he did not take advantage of this option within the rescission period. Thus, under the clear and explicit terms of the Agreement, he 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 personal training agreement, his Agreement also 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. LAF will honor this cancellation provision should member 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.
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 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 as a courtesy will refund the last six months of dues. The refund can take up to 7-10 business days to complete. We also pushed her bill date out until new club opens. We believe this matter is resolved. Thank you.
Management was able to speak with Ms. [redacted] directly regarding her concerns with the cancellation options for her monthly dues membership. As provided in our previous response, our cancellation policy is not designed to make it difficult for our members to cancel, but to ensure cancellations are handled properly and with an appropriate record of such a cancellation so that a misunderstanding such as this does not occur. There was no history of a receipt of such a cancellation for Ms. [redacted]’s membership. Nevertheless, a cancellation was completed and with no future charges on 11/28/2017. We believe this matter to be resolved. Thank you.
Our District Operations Manager previously spoke with [redacted] to discuss her concerns and review the freeze option provided in her membership. Her agreement includes an option to freeze the membership for any reason up to 6 months for $35, this option is available to all members with this type of account. The history on [redacted] membership reflects that the freeze option was explained previously to her by the District Manager and other customer service representatives. Standard freeze requests require payment prior to the start of the freeze request.
A courtesy offer was extended to give member time to pay the $35 freeze fee, while allowing the effective freeze date to start on 11/2/2016. Our District Operations Manager is also willing to allow an extension on the freeze request for a total of 8 months instead of the standard 6 months. However, [redacted] will need to process the payment for the $35 freeze fee.
We believe this to be a fair and reasonable resolution to this issue.
LA Fitness contacted member regarding he concerns. We upgraded her membership to a Signature Club Membership to allow her access to all clubs nationwide and scheduled her for personal training at our [redacted] location beginning Monday 6/8/15.
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.
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.
Revdex.com:
I will accept this response, HOWEVER, if an eating disorder doesn't qualify in your book, I would at least appreciate notice of denial of my request. Again, I was assured that my doctors note would cancel my contract, but clearly this was not the case.
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]
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.
Management contacted [redacted] regarding the cancellation of her monthly billed fitness membership, due to a medical situation. Per her request, we have processed an immediate cancellation and no further billing will occur. The balance in the amount of $24.95 has been waived and no further balance...
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 organization continues to be untruthful with their statements. We have had exchanges over email and phone. LA Fitness continues to refuse responsibility for occurrence.Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
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]
Member's personal training sessions expired on 1/11/15. Nevertheless, LA Fitness has extended the expiration date and made member's remaining 9 sessions available for her to use.
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, Thanks!
Regards,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted]
[redacted] states she mailed in a cancellation August of 2015, unfortunately we received no such request. Due to lack of current billing information her monthly billed membership is now in a revoked status. She has not been billed since September 2, 2015. As a courtesy, based on her attempt to cancel...
prior to the September billing a refund in the amount of $29.99 has been processed back to the[redacted] card on file. We believe this matter to be resolved. No further action will be taken.
Thank you.
LA Fitness cancelled member's personal training agreement and a refund in the amount of $259.00 has been processed (refund applied to the same account used for payment). Please allow 5-7 business days for the refund to post to the account.
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 10/21/15 (the “Initial Term”). Member paid a total of $314.00 up front, which included the enrollment fee,...
processing fee and payment for the first month of personal training sessions. He further agreed to make 11 more payments, in the amount of $165.00 each, every month, beginning 11/21/15, for the remainder of the Initial Term.
These terms are clearly outlined on page 1 of member’s Agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule section 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. This Checklist was reviewed with him at the time of the sale, as acknowledged by his signature and initials on the New Client Checklist (copies of the Agreement and New Client Checklist are included with this response).
Furthermore, member’s personal training agreement afforded him with a 10-day right to cancel if these terms did not match his understanding (or for any reason) simply by submitting a written notice of cancellation and he would receive a full refund. However, he did not take advantage of this option within the rescission period. Thus, under the clear and explicit terms of the Agreement, he 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 personal training agreement, his Agreement also 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. LAF will honor this cancellation provision should member 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.
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 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 as a courtesy will refund the last six months of dues. The refund can take up to 7-10 business days to complete. We also pushed her bill date out until new club opens. We believe this matter is resolved. Thank you.
Management was able to speak with Ms. [redacted] directly regarding her concerns with the cancellation options for her monthly dues membership. As provided in our previous response, our cancellation policy is not designed to make it difficult for our members to cancel, but to ensure cancellations are handled properly and with an appropriate record of such a cancellation so that a misunderstanding such as this does not occur. There was no history of a receipt of such a cancellation for Ms. [redacted]’s membership. Nevertheless, a cancellation was completed and with no future charges on 11/28/2017. We believe this matter to be resolved. Thank you.
Our District Operations Manager previously spoke with [redacted] to discuss her concerns and review the freeze option provided in her membership. Her agreement includes an option to freeze the membership for any reason up to 6 months for $35, this option is available to all members with this type of account. The history on [redacted] membership reflects that the freeze option was explained previously to her by the District Manager and other customer service representatives. Standard freeze requests require payment prior to the start of the freeze request.
A courtesy offer was extended to give member time to pay the $35 freeze fee, while allowing the effective freeze date to start on 11/2/2016. Our District Operations Manager is also willing to allow an extension on the freeze request for a total of 8 months instead of the standard 6 months. However, [redacted] will need to process the payment for the $35 freeze fee.
We believe this to be a fair and reasonable resolution to this issue.
LA Fitness contacted member regarding he concerns. We upgraded her membership to a Signature Club Membership to allow her access to all clubs nationwide and scheduled her for personal training at our [redacted] location beginning Monday 6/8/15.
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.
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.
Revdex.com:
I will accept this response, HOWEVER, if an eating disorder doesn't qualify in your book, I would at least appreciate notice of denial of my request. Again, I was assured that my doctors note would cancel my contract, but clearly this was not the case.
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]
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.
Management contacted [redacted] regarding the cancellation of her monthly billed fitness membership, due to a medical situation. Per her request, we have processed an immediate cancellation and no further billing will occur. The balance in the amount of $24.95 has been waived and 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.The organization continues to be untruthful with their statements. We have had exchanges over email and phone. LA Fitness continues to refuse responsibility for occurrence.Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]