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.
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 4/21/16 (the “Initial Term”). Member paid a total of $339.00 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 payments, in the amount of $240.00 each, every month, beginning 5/21/16, 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 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 he received on the day he enrolled. 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, New Client Checklist and confirming e-mail are included with this response). Additionally, member’s personal training services agreement specifically provided him with a 3-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, under the clear and explicit terms of the Agreement, he is not entitled 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, his Agreement 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. It should be noted that we previously offered to reduce the cancellation fee from 50% down to 33% of the remaining agreement balance. Member elected not to take advantage of the offer at that time. LA Fitness remains willing honor the reduced voluntary cancellation fee of 33% should he elect to take advantage of it.
Otherwise, member should be expected to honor his agreement as LA Fitness stands ready to provide the services for which he contracted.
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.
Our District Vice President attempted to contacted member regarding his concerns. This response will serve as written confirmation that member’s unused personal training sessions rollover and will be available when he returns. We apologize if there was any misunderstanding. However, the circumstance...
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 refund should be $139.96 for [redacted] and [redacted] cases, because those are not my name and my address! two cases. i'm want all those two cancelled! otherwise there is no reason for me to enroll the third one which is under [redacted] name in [redacted].
it's not only 69.98, for two cases it's 139.96.
make it simple, cancell [redacted] and [redacted] because I stay with [redacted]
Regards,[redacted]
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...
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.
Management spoke to [redacted] regarding the cancellation of her monthly billed membership. She states she cancelled in October and no cancellation was received or processed. LA Fitness provides members with the option to cancel at any
LA Fitness location between the hours of 8 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. As a courtesy a cancellation was processed on 10/28/15 and no further billing will occur. A refund in the amount of $29.95 back to the [redacted] on file. refunds take about 5-7 business days to be refunded. We believe this matter to be resolved. Thank you
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.
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]
LA Fitness cancelled the remaining term of member's personal training agreement on 3/6/15 with no further billing or obligation and processed a refund in the amount of $180.00 (refund applied to the same account used for payment).
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]
[redacted] is a former employee of LA Fitness. She was a sales counselor and she in fact sold the personal training agreement to herself while she was still employed with us. Thus, she is familiar with the policies and provisions of the agreement. It seems she’s simply intent on not continuing with...
the service and it is our belief that she is willing to say or do anything to try to obtain a refund that she isn’t entitled to. We have several personal trainers on staff available to [redacted] and LA Fitness stands ready to continue to provide the services for which she contracted.
Management has made several attempts to contact [redacted] regarding the cancellation of her Fitness membership and her Personal Training membership. We have yet to receive a return call. Per her request a cancellation has been processed for her fitness membership and no further billing will occur....
We encourage [redacted] to return our call to discuss the process to cancel her personal training membership. no further action will be taken at this time.
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 4/14/15
(the “Initial Term”). Member paid a total of $189.00 up front, which included
the processing fee and payment...
for the first month of personal training
sessions. Member further agreed to make 11 more payments, in the amount of $90.00
each, every month, beginning 5/14/15, for the remainder of the Initial Term. Member’s
personal training agreement also 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.
This provision is clearly outlined on page 2 of her 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 Agreement
with the initial term of 12 months and the voluntary cancelation provision.
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). Member’s
personal training services agreement specifically provided her with a 10 day
right to cancel if these terms did not match her understanding (or for any
reason) for a full refund. However, she did not exercise 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 early without a fee. As of the time of this response, member has
not made any of the payments owed on her Agreement since July and defaulted on
the agreement term. Since it is apparent that she now has no intention to
fulfill her contractual obligation to the remaining Agreement term, we have
released her from this obligation to make the remaining payments due under her
agreement. Additionally, LA Fitness will not pursue her for the
outstanding balance she 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. However, she is not entitled to
use any of the sessions for having defaulted on the Agreement.
Our District Vice President has been in contact with member regarding her concerns. We cancelled the remaining term of her personal training agreement and processed a refund in the amount of $720.00 (refund applied to the same account used for payment). Please allow 5-7 business days for the refund...
to post to the account. With respect to member’s experience with personal trainer [redacted] we appreciate her feedback and have addressed her concerns with him and the club’s Personal Training Director accordingly.
After our initial response, Corporate Management was able to get in contact with [redacted] to discuss a resolution to her concern. As a courtesy, we agreed to refund $69.90 back to the [redacted] Card on file. This included all charges processed on [redacted]’s membership since 6/2016. The refunds were completed on 10/13/2016. We believe this matter to be resolved. Thank you.
Management spoke to [redacted] and provided her the dates of the water heater being fixed. Management also informed the attention to the locker rooms and provided his contact information should [redacted] have any further concerns. We believe this matter to be resolved. Thank you.
Confirmation of cancellation regarding [redacted] monthly billed membership was emailed to the email address on file and the balance in the amount of $74.84 was waived. We encourage [redacted] to return our call to discuss the cancellation of her PT membership. Thank you
Management spoke to [redacted] regarding the cancellation of her monthly billed fitness membership. Member states she cancelled in person several times and mailed in a cancellation and still continues to be billed. Based on her several attempts to cancel an immediate cancellation has been...
processed and a refund in the amount of $243.30 has been refunded back to the [redacted] card on file. We believe this issue to be resolved and member is satisfied. 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.
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 4/21/16 (the “Initial Term”). Member paid a total of $339.00 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 payments, in the amount of $240.00 each, every month, beginning 5/21/16, 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 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 he received on the day he enrolled. 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, New Client Checklist and confirming e-mail are included with this response). Additionally, member’s personal training services agreement specifically provided him with a 3-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, under the clear and explicit terms of the Agreement, he is not entitled 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, his Agreement 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. It should be noted that we previously offered to reduce the cancellation fee from 50% down to 33% of the remaining agreement balance. Member elected not to take advantage of the offer at that time. LA Fitness remains willing honor the reduced voluntary cancellation fee of 33% should he elect to take advantage of it.
Otherwise, member should be expected to honor his agreement as LA Fitness stands ready to provide the services for which he contracted.
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.
Our District Vice President attempted to contacted member regarding his concerns. This response will serve as written confirmation that member’s unused personal training sessions rollover and will be available when he returns. We apologize if there was any misunderstanding. However, the circumstance...
doesn’t warrant a $100.00 credit.
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 refund should be $139.96 for [redacted] and [redacted] cases, because those are not my name and my address! two cases. i'm want all those two cancelled! otherwise there is no reason for me to enroll the third one which is under [redacted] name in [redacted].
it's not only 69.98, for two cases it's 139.96.
make it simple, cancell [redacted] and [redacted] because I stay with [redacted]
Regards,[redacted]
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.
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.
Management spoke to [redacted] regarding the cancellation of her monthly billed membership. She states she cancelled in October and no cancellation was received or processed. LA Fitness provides members with the option to cancel at any
LA Fitness location between the hours of 8 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. As a courtesy a cancellation was processed on 10/28/15 and no further billing will occur. A refund in the amount of $29.95 back to the [redacted] on file. refunds take about 5-7 business days to be refunded. We believe this matter to be resolved. Thank you
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.
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]
LA Fitness cancelled the remaining term of member's personal training agreement on 3/6/15 with no further billing or obligation and processed a refund in the amount of $180.00 (refund applied to the same account used for payment).
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]
[redacted] is a former employee of LA Fitness. She was a sales counselor and she in fact sold the personal training agreement to herself while she was still employed with us. Thus, she is familiar with the policies and provisions of the agreement. It seems she’s simply intent on not continuing with...
the service and it is our belief that she is willing to say or do anything to try to obtain a refund that she isn’t entitled to. We have several personal trainers on staff available to [redacted] and LA Fitness stands ready to continue to provide the services for which she contracted.
Management has made several attempts to contact [redacted] regarding the cancellation of her Fitness membership and her Personal Training membership. We have yet to receive a return call. Per her request a cancellation has been processed for her fitness membership and no further billing will occur....
We encourage [redacted] to return our call to discuss the process to cancel her personal training membership. no further action will be taken at this time.
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 4/14/15
(the “Initial Term”). Member paid a total of $189.00 up front, which included
the processing fee and payment...
for the first month of personal training
sessions. Member further agreed to make 11 more payments, in the amount of $90.00
each, every month, beginning 5/14/15, for the remainder of the Initial Term. Member’s
personal training agreement also 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.
This provision is clearly outlined on page 2 of her 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 Agreement
with the initial term of 12 months and the voluntary cancelation provision.
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). Member’s
personal training services agreement specifically provided her with a 10 day
right to cancel if these terms did not match her understanding (or for any
reason) for a full refund. However, she did not exercise 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 early without a fee. As of the time of this response, member has
not made any of the payments owed on her Agreement since July and defaulted on
the agreement term. Since it is apparent that she now has no intention to
fulfill her contractual obligation to the remaining Agreement term, we have
released her from this obligation to make the remaining payments due under her
agreement. Additionally, LA Fitness will not pursue her for the
outstanding balance she 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. However, she is not entitled to
use any of the sessions for having defaulted on the Agreement.
Our District Vice President has been in contact with member regarding her concerns. We cancelled the remaining term of her personal training agreement and processed a refund in the amount of $720.00 (refund applied to the same account used for payment). Please allow 5-7 business days for the refund...
to post to the account. With respect to member’s experience with personal trainer [redacted] we appreciate her feedback and have addressed her concerns with him and the club’s Personal Training Director accordingly.
After our initial response, Corporate Management was able to get in contact with [redacted] to discuss a resolution to her concern. As a courtesy, we agreed to refund $69.90 back to the [redacted] Card on file. This included all charges processed on [redacted]’s membership since 6/2016. The refunds were completed on 10/13/2016. We believe this matter to be resolved. Thank you.
Management spoke to [redacted] and provided her the dates of the water heater being fixed. Management also informed the attention to the locker rooms and provided his contact information should [redacted] have any further concerns. We believe this matter to be resolved. Thank you.
Confirmation of cancellation regarding [redacted] monthly billed membership was emailed to the email address on file and the balance in the amount of $74.84 was waived. We encourage [redacted] to return our call to discuss the cancellation of her PT membership. Thank you
Management spoke to [redacted] regarding the cancellation of her monthly billed fitness membership. Member states she cancelled in person several times and mailed in a cancellation and still continues to be billed. Based on her several attempts to cancel an immediate cancellation has been...
processed and a refund in the amount of $243.30 has been refunded back to the [redacted] card on file. We believe this issue to be resolved and member is satisfied. Thank you.