LA Fitness cancelled member's regular fitness membership and her personal training agreement and we are in the process of issuing full refunds less the sessions used (refunds applied to the same account used for payment). Please allow 5-7 business days for the refunds to post to the account.
There is only 1 PT at the [redacted] location & he's over booked so I can't get an evening appt. The [redacted]. location isn't convenient, I signed up at the [redacted] location when they had a few PTs on staff. They're having trouble keeping PTs for whatever reason. But not fair that they're making it my problem. If I can't use up the sessions, they're no good to me.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]
Management has made several attempts to contact Ms. [redacted] regarding her concerns related to the status of her membership. However we have not received a return call. Ms. [redacted] states that she attempted to cancel and at that time was provided acceptable cancellation options. LA Fitness provides...
members with the option to cancel at any LA Fitness location with an Operations Manager between the hours of 9 AM-5 PM on Monday through Friday, but we strongly encourage members to send a written cancellation request via certified mail to ensure return-receipt. Our cancellation policy is not designed to make it difficult for our members to cancel, but to ensure cancellations are handled properly. We have received no such cancellation request from Ms. [redacted]. As a result, no cancellation was processed and the monthly billing continued based on the membership terms. As a courtesy, we have cancelled her membership to prevent future monthly billings. If Ms. [redacted] would like to review additional resolution options, we encourage her to return our calls so we can adequately address her concerns. Thank you.
Management reached out to [redacted] regarding his monthly billed membership. He expressed the need to have the membership in his name to receive reimbursement. Due to a time constraint member advised he is no longer able to be reimbursed and no longer needs proof of payment. We believe this matter to...
Management has made several attempts to contact Mr. [redacted] to discuss his concerns regarding the billing on April 28, 2016 for his monthly dues membership agreement. However, we have not received a return call. Mr. [redacted] requested his membership be placed in a “Frozen” status using his...
secure LA Fitness online account. At that time an email receipt was provided to Mr. [redacted] confirming his request and included that May 27, 2016 would be the effective date of his freeze status. Mr. [redacted] requested a cancellation of his membership with a local manager, who completed the cancellation on May 2, 2016. As a courtesy, a refund of $54.07 was processed back to the [redacted] on file and was completed on May 5, 2016. Should Mr. [redacted] need additional assistance we encourage him to return our calls or contact local management. Thank you.
Our records confirm that all contact numbers have been removed. We apologize for any inconvenience this may have caused. All yearly members are contacted to renew their membership upon their up coming expiration date. We encourage [redacted] to renew online or at her home club. Thank you.Tell us why here...
Management contacted [redacted] regarding her concerns related to the Kids Klub at the [redacted] location and her experience with local management. [redacted] felt that management staff handled the situation regarding an incident in the Kids Klub in a way that lacked customer service. LA...
Fitness strives to provide excellent customer service to our members and we regret that she felt management treated her poorly.
As a courtesy, we have agreed to process a cancellation with a full refund for the family membership. A refund of $158.96 was processed back to the [redacted] card on file. We believe this matter to be resolved.
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 12/11/15 (the “Initial Term”). Member paid a total of $273.75 up front, which included the processing fee and...
payment for the first month of personal training sessions. He further agreed to make 11 more payments, in the amount of $200.00 (plus tax) each, every month, beginning 1/11/16, 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, LA Fitness specifically includes in all personal training agreements, including member’s, a provision that 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 was 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. Nevertheless, our District Vice President has been in contact with member and member informed him that he will be relocating at the end of the month. We informed member that we would cancel the remaining term of his agreement with no further billing upon his relocation.
LA Fitness cancelled the remaining term of member's personal training agreement with no further billing or obligation and we processed a refund for payments received (less the value of services provided).
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:
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 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 2/15/16 (the “Initial Term”). Member paid a total of $309.00 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 payments, in the amount of $160.00 each, every month, 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.
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 (the “Termination Fee”). This provision is clearly outlined on page 2 of the agreement. It is LA Fitness’ policy and practice to provide our members with a complete copy of their Agreement at the time of enrollment. A copy of the Agreement was also included in the confirming e-mail member received on the day she enrolled.
In addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of her personal training agreement with the initial term of 12 months and the voluntary cancellation 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 and New Client Checklist and confirming e-mail are included with this response). Furthermore, member’s personal training services agreement specifically provided her with a 30-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, she is not entitled to terminate the Agreement and abandon her contractual obligations (which were very clearly spelled out for her and acknowledged by her) early without a Termination Fee. If member no longer wishes to continue with her valid 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.I'm satisfied with LA fitness and their due diligence to get this correct. Thank you !
Regards,
[redacted]
Management has made several attempts to contact [redacted] [redacted] regarding his concerns with the cleanliness of the [redacted] location. We encourage him to return our call to discuss further. A voicemail was left on 4/29/15 on the cell number provided.
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.
No credit was issued to my card in the amount of $42.59, nor did anyone from LA Fitness confirm with me that any action had been taken to rectify this issue.
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]
3/15/2015 I spoke with [redacted]), head of personal training department. Who stated that he would send us a cancellation letter confirming the termination of the contract for a personal trainer. I have not, to this date, received said letter and it has been two weeks. Until i receive confirmation of cancellation for these services I cannot accept this matter closed.[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.
I have finally had 1 phone call from a manager that is in Orlando, and she asked me to call them back. I have tried to call them back with no reponse.
Regards,
[redacted]
Management has made several attempts to contact [redacted] regarding his concerns with an incident that has occurred with another member. We have yet to receive a return call. We encourage [redacted] to return our call to resolve this matter. Thank you.
Member’s personal training agreement has been cancelled since September 2015 and she has not been charged for any personal training dues since 8/27/15. Her personal training sessions expired on 9/27/15 in accordance with the terms of the personal training. Specifically, the Session Completion...
section on page 2 of her personal training agreement which clearly states that all sessions purchased must be completed within 30 days after the end of the initial term (a copy of the agreement is included with this response). If sessions are not used within the stated period, then any remaining unused sessions of the agreement are considered to have lapsed.
Failure to have used the sessions does not entitle member to a refund.
LA Fitness cancelled member's regular fitness membership and her personal training agreement and we are in the process of issuing full refunds less the sessions used (refunds applied to the same account used for payment). Please allow 5-7 business days for the refunds to post to the account.
There is only 1 PT at the [redacted] location & he's over booked so I can't get an evening appt. The [redacted]. location isn't convenient, I signed up at the [redacted] location when they had a few PTs on staff. They're having trouble keeping PTs for whatever reason. But not fair that they're making it my problem. If I can't use up the sessions, they're no good to me.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]
Management has made several attempts to contact Ms. [redacted] regarding her concerns related to the status of her membership. However we have not received a return call. Ms. [redacted] states that she attempted to cancel and at that time was provided acceptable cancellation options. LA Fitness provides...
members with the option to cancel at any LA Fitness location with an Operations Manager between the hours of 9 AM-5 PM on Monday through Friday, but we strongly encourage members to send a written cancellation request via certified mail to ensure return-receipt. Our cancellation policy is not designed to make it difficult for our members to cancel, but to ensure cancellations are handled properly. We have received no such cancellation request from Ms. [redacted]. As a result, no cancellation was processed and the monthly billing continued based on the membership terms. As a courtesy, we have cancelled her membership to prevent future monthly billings. If Ms. [redacted] would like to review additional resolution options, we encourage her to return our calls so we can adequately address her concerns. Thank you.
LA Fitness restored member's remaining 15 personal training sessions.
Management reached out to [redacted] regarding his monthly billed membership. He expressed the need to have the membership in his name to receive reimbursement. Due to a time constraint member advised he is no longer able to be reimbursed and no longer needs proof of payment. We believe this matter to...
be resolved. Thank you.
Management has made several attempts to contact Mr. [redacted] to discuss his concerns regarding the billing on April 28, 2016 for his monthly dues membership agreement. However, we have not received a return call. Mr. [redacted] requested his membership be placed in a “Frozen” status using his...
secure LA Fitness online account. At that time an email receipt was provided to Mr. [redacted] confirming his request and included that May 27, 2016 would be the effective date of his freeze status. Mr. [redacted] requested a cancellation of his membership with a local manager, who completed the cancellation on May 2, 2016. As a courtesy, a refund of $54.07 was processed back to the [redacted] on file and was completed on May 5, 2016. Should Mr. [redacted] need additional assistance we encourage him to return our calls or contact local management. Thank you.
Our records confirm that all contact numbers have been removed. We apologize for any inconvenience this may have caused. All yearly members are contacted to renew their membership upon their up coming expiration date. We encourage [redacted] to renew online or at her home club. Thank you.Tell us why here...
Management contacted [redacted] regarding her concerns related to the Kids Klub at the [redacted] location and her experience with local management. [redacted] felt that management staff handled the situation regarding an incident in the Kids Klub in a way that lacked customer service. LA...
Fitness strives to provide excellent customer service to our members and we regret that she felt management treated her poorly.
As a courtesy, we have agreed to process a cancellation with a full refund for the family membership. A refund of $158.96 was processed back to the [redacted] card on file. We believe this matter to be resolved.
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 12/11/15 (the “Initial Term”). Member paid a total of $273.75 up front, which included the processing fee and...
payment for the first month of personal training sessions. He further agreed to make 11 more payments, in the amount of $200.00 (plus tax) each, every month, beginning 1/11/16, 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, LA Fitness specifically includes in all personal training agreements, including member’s, a provision that 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 was 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. Nevertheless, our District Vice President has been in contact with member and member informed him that he will be relocating at the end of the month. We informed member that we would cancel the remaining term of his agreement with no further billing upon his relocation.
LA Fitness cancelled the remaining term of member's personal training agreement with no further billing or obligation and we processed a refund for payments received (less the value of services provided).
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:
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 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 2/15/16 (the “Initial Term”). Member paid a total of $309.00 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 payments, in the amount of $160.00 each, every month, 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.
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 (the “Termination Fee”). This provision is clearly outlined on page 2 of the agreement. It is LA Fitness’ policy and practice to provide our members with a complete copy of their Agreement at the time of enrollment. A copy of the Agreement was also included in the confirming e-mail member received on the day she enrolled.
In addition, her agreement included a New Client Checklist which outlined key terms, including her acknowledgement that she received and read a copy of her personal training agreement with the initial term of 12 months and the voluntary cancellation 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 and New Client Checklist and confirming e-mail are included with this response). Furthermore, member’s personal training services agreement specifically provided her with a 30-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, she is not entitled to terminate the Agreement and abandon her contractual obligations (which were very clearly spelled out for her and acknowledged by her) early without a Termination Fee. If member no longer wishes to continue with her valid 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.I'm satisfied with LA fitness and their due diligence to get this correct. Thank you !
Regards,
[redacted]
Management has made several attempts to contact [redacted] [redacted] regarding his concerns with the cleanliness of the [redacted] location. We encourage him to return our call to discuss further. A voicemail was left on 4/29/15 on the cell number provided.
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.
No credit was issued to my card in the amount of $42.59, nor did anyone from LA Fitness confirm with me that any action had been taken to rectify this issue.
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]
3/15/2015 I spoke with [redacted]), head of personal training department. Who stated that he would send us a cancellation letter confirming the termination of the contract for a personal trainer. I have not, to this date, received said letter and it has been two weeks. Until i receive confirmation of cancellation for these services I cannot accept this matter closed.[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.
I have finally had 1 phone call from a manager that is in Orlando, and she asked me to call them back. I have tried to call them back with no reponse.
Regards,
[redacted]
Management has made several attempts to contact [redacted] regarding his concerns with an incident that has occurred with another member. We have yet to receive a return call. We encourage [redacted] to return our call to resolve this matter. Thank you.
Member’s personal training agreement has been cancelled since September 2015 and she has not been charged for any personal training dues since 8/27/15. Her personal training sessions expired on 9/27/15 in accordance with the terms of the personal training. Specifically, the Session Completion...
section on page 2 of her personal training agreement which clearly states that all sessions purchased must be completed within 30 days after the end of the initial term (a copy of the agreement is included with this response). If sessions are not used within the stated period, then any remaining unused sessions of the agreement are considered to have lapsed.
Failure to have used the sessions does not entitle member to a refund.