Management spoke to [redacted] father on 3/23/15 regarding the concerns with the cancellation of [redacted] monthly billed membership. [redacted] claims the membership was cancelled in October of 2013 and is seeking a refund for the monthly dues billed. Our records indicate we did not receive a...
cancellation request and therefore have continued to bill on a monthly basis. 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. Nevertheless an immediate cancellation has been processed and no further billing will occur. Without proof of prior cancellation no refund is owed at this time. [redacted] will not accept anything less than a refund back to 2013. We advised that once proof is provided we would be more than happy to refund any additional months billed. No resolution at this time. 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 have not heard from anyone at LA Fitness since January 11, 2017 when the resolution was initially discussed. I sent a follow up email to [redacted], District Manager today at 1:00pm CST. I would be happy to talk with the further to expedite this issue.
Regards,
[redacted]
Management spoke to Ms. [redacted] on 2/6/15 regarding thecancelation and refund of her fitness membership. An immediate cancellation hasbeen processed and a full refund in the amount of $338.65 has been refundedback to the Visa card. Refunds take about 5-7 business days to be refunded.Thank you. Tell us why here...
We have investigated the circumstances of the sale but found no evidence to support member’s claim. In fact, in reviewing the text message exchanges between member and the Personal Training Director who sold the program, it was clearly evident that member loved training and had no issues with the...
program. However, it was member’s father who wanted the program cancelled because he didn’t want to continue paying for it. It should be noted that member’s personal training agreement includes a provision that allows her to terminate the agreement early, without a fee, if she can no longer use the service because of a significant physical disability verified by an appropriately certified physician. LA Fitness received evidence of such a disability, postmarked 9/15/17. Accordingly, we cancelled the remaining term of member’s 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
A man called me and tried to tell me that the reason I was canceling was because of no use instead of the rude service. Even after I explained what happen. He only called once and that was the only conversation I had after I filed this complaint w/ anyone. He acknowledge that he was not there during the cancellation or initiation of the gym service but yet was insistent that I was told something I was not and the reason why I was canceling. I was never advised that I could not cancel this service because it was paid in full. Had I been told this I would have never bought it in the first place. I have two witnesses to this fact and he did not care to hear it.
Regards,
[redacted]
Our District Vice President contacted member regarding her concerns. Her personal training agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the Agreement....
However, LA Fitness offered to reduce the cancellation fee from 50% down to 25% of the remaining agreement balance. Member has elected to take advantage of the reduced cancellation fee but informed us that she would pay the fee at a later date.
Our previous response still stands.Management has made several attempts to speak to [redacted] regarding his difficulty in logging onto our website. We have spoken to our IT department regarding this issue and have determined the issue on [redacted] end. It appears his security settings are too high and it is preventing him the ability to log onto our website. We have made several attempts to explain this to him and he is unwilling to listen or accept our help. We encourage him to return our call or contact his home club. Thank you
Management contacted [redacted] on 3/13/15 and confirmed the cancellation of her monthly billed membership, no further billing will occur. The balance in the amount of $49.98 has been waived. She will no longer be contacted. We believe this matter to be resolved. Thank you
LA Fitness contacted member regarding his concerns. We confirmed that he would in fact be able to use his remaining sessions at any another LA Fitness location and scheduled him with a personal trainer at our [redacted] location.
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.Thank you so much for your help and responsiveness, it is greatly appreciated.
Regards,[redacted]
[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 attached proof of a phone call that I made to [redacted] to cancel my membership on the 29th of June 2016. The attached phone bill is proof of that call.In response to the membership access expiration, my membership cards were revoked, and my online access to my membership was denied - see additional attachment. In addition, I was informed by the operations manager that I should continue my refund pursuit with corporate and that I would not have membership access being due a full refund.
Regards,
[redacted]
Management spoke to Mr. [redacted] regarding his concernswith the automatic monthly billings. We explained to Mr. [redacted] that uponsigning the agreement he authorized the automatically monthly billings to occuron the 13th of every month until he chose to cancel the membership.Should a member choose to...
pay with other forms of payments we require at least10 days prior to the monthly bill date to do so. Mr. [redacted] admitted toreceiving a physical copy of his agreement which clearly states the terms ofhis agreement and monthly billings. A cancellation has been processed effective1/12/15 and no further billing will occur. No refunds will issued as they arenot owed. We believe this matter to be resolved. Thank you.
Member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”). The Agreement was for 36 personal training sessions to be paid over an initial term of 12 months (3 sessions per month), beginning 10/26/15 (the “Initial Term”). Member paid a total of...
$185.00 up front, which included the processing fee and payment for the first month of personal training sessions. She further agreed to make 11 more payments, in the amount of $135.00 each, every month, beginning 11/26/15, for the remainder of the Initial Term.
These terms are clearly outlined on page 1 of member’s Agreement and she acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement. 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. In addition, her Agreement included a New Client Checklist which outlined key terms, including her acknowledgement that he 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 are included with this response). Furthermore, member’s personal training agreement afforded her with a 10-day right to cancel if these terms did not match her understanding (or for any reason) simply by submitting a written notice of cancellation and she would receive 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, he was 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 fee. LA Fitness will honor the voluntary cancellation provision in member’s 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 have determined that this...
proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I Heard once on February 3rd. it did not seem to get anything accomplished. to date 2/16 I have not heard back From LA Fitness at all. Since they are so slow in responding again. the settlements I will repeat again. I want a refund for these 9 sessions. all the vp did was try to argue with me. and tried to tell me how it was going to be I felt like. I do not want to hear from him again. Since I am always so busy at work this time of year I need advanced notice on anything. How I am keeping track of these calls is that I am using my cell phone call log If proof is needed I can forward it you. all he kept say over and over again I was going to get a refund. I feel all way around when I call I get the runaround and they are trying to make me mad enough to quit and loose my money I paid out.
I was told my a customer service manager that they could not take anyone off the schedule for me. But they can take me off the schedule for someone else. and the Customer service is very poor at the [redacted] club. when I asked about it all they could do was mumble something to like Igor took you off. that was all I heard then I heard it would take 2 to 3 weeks to reschedule me back in I am not trying to be difficult. But my job Comes first. then it is important for me to get home and take care of my dog so I do not have to clean up a messy crate and have to give him a bath. so Thursday at 7 was the only time that would work for me. I also feel like if they ever do get me scheduled in it will not go well they will barely do what they have to do to get me out of there as soon as they can get me out I would rather after all this have a refund of my 9 sessions left and be done with this
Thank you
[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 9/16/15 (the “Initial Term”).
Member paid a total of $270.00 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 $220.00 each, every month,
beginning 10/16/15, for the remainder of the Initial Term. These terms are
clearly and conspicuously set forth on page 1 of her agreement and she
acknowledged her understanding of these billing terms by initialing the three
separate sections outlining the payment schedule. 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. 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 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 is not entitled to a refund or to
terminate the Agreement and abandon her contractual obligations 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 in her Agreement should she elect to take
advantage of it. Otherwise, member should be expected to honor her Agreement as
LA Fitness stands ready to provide the services for which she contracted.
Management, will honor a cancellation of his membership and will process a full refund in the amount $179.94. The refund could take up to 5-7 days to complete and will be applied to the [redacted] card we have on file. We believe this matter to be resolved. Should member wish discuss...
Management spoke to Ms. [redacted] regarding her Fitness 19 membership. Our records indicate we did not acquire her membership and asked that she provide proof of payment up until the acquisition. Once this information is provide we can better assist Ms. [redacted]. Thank you
previous response still stands. Per [redacted] request on 1/12/15 a cancellation was processed for her and [redacted] monthly billed memberships. No further billings will occur. Confirmation was sent to the email address provided. Per the agreement that was signed on 9/15/14 [redacted] agreed to a monthly membership for herself with guest privileges at a monthly rate of 54.95 and a membership for [redacted] at the monthly rate of 34.95. A refund in the amount of $58.80 has been refunded back to the [redacted] card on 1/14/15 for [redacted] membership. Both memberships have been cancelled and no further billing will occur. No further refunds are owed. Thank you.
Business Bureau:
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 processed a refund in the amount of $360.00 for the second month of training dues (refund applied to the same account used for payment). Please allow 5-7 business days for the refund to apply to member's account
Management spoke to [redacted] father on 3/23/15 regarding the concerns with the cancellation of [redacted] monthly billed membership. [redacted] claims the membership was cancelled in October of 2013 and is seeking a refund for the monthly dues billed. Our records indicate we did not receive a...
cancellation request and therefore have continued to bill on a monthly basis. 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. Nevertheless an immediate cancellation has been processed and no further billing will occur. Without proof of prior cancellation no refund is owed at this time. [redacted] will not accept anything less than a refund back to 2013. We advised that once proof is provided we would be more than happy to refund any additional months billed. No resolution at this time. 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 have not heard from anyone at LA Fitness since January 11, 2017 when the resolution was initially discussed. I sent a follow up email to [redacted], District Manager today at 1:00pm CST. I would be happy to talk with the further to expedite this issue.
Regards,
[redacted]
Management spoke to Ms. [redacted] on 2/6/15 regarding thecancelation and refund of her fitness membership. An immediate cancellation hasbeen processed and a full refund in the amount of $338.65 has been refundedback to the Visa card. Refunds take about 5-7 business days to be refunded.Thank you. Tell us why here...
We have investigated the circumstances of the sale but found no evidence to support member’s claim. In fact, in reviewing the text message exchanges between member and the Personal Training Director who sold the program, it was clearly evident that member loved training and had no issues with the...
program. However, it was member’s father who wanted the program cancelled because he didn’t want to continue paying for it. It should be noted that member’s personal training agreement includes a provision that allows her to terminate the agreement early, without a fee, if she can no longer use the service because of a significant physical disability verified by an appropriately certified physician. LA Fitness received evidence of such a disability, postmarked 9/15/17. Accordingly, we cancelled the remaining term of member’s 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
A man called me and tried to tell me that the reason I was canceling was because of no use instead of the rude service. Even after I explained what happen. He only called once and that was the only conversation I had after I filed this complaint w/ anyone. He acknowledge that he was not there during the cancellation or initiation of the gym service but yet was insistent that I was told something I was not and the reason why I was canceling. I was never advised that I could not cancel this service because it was paid in full. Had I been told this I would have never bought it in the first place. I have two witnesses to this fact and he did not care to hear it.
Regards,
[redacted]
Our District Vice President contacted member regarding her concerns. Her personal training agreement includes a voluntary cancelation provision, which affords her the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the Agreement....
However, LA Fitness offered to reduce the cancellation fee from 50% down to 25% of the remaining agreement balance. Member has elected to take advantage of the reduced cancellation fee but informed us that she would pay the fee at a later date.
Our previous response still stands.Management has made several attempts to speak to [redacted] regarding his difficulty in logging onto our website. We have spoken to our IT department regarding this issue and have determined the issue on [redacted] end. It appears his security settings are too high and it is preventing him the ability to log onto our website. We have made several attempts to explain this to him and he is unwilling to listen or accept our help. We encourage him to return our call or contact his home club. Thank you
Management contacted [redacted] on 3/13/15 and confirmed the cancellation of her monthly billed membership, no further billing will occur. The balance in the amount of $49.98 has been waived. She will no longer be contacted. We believe this matter to be resolved. Thank you
LA Fitness contacted member regarding his concerns. We confirmed that he would in fact be able to use his remaining sessions at any another LA Fitness location and scheduled him with a personal trainer at our [redacted] location.
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.Thank you so much for your help and responsiveness, it is greatly appreciated.
Regards,[redacted]
[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 attached proof of a phone call that I made to [redacted] to cancel my membership on the 29th of June 2016. The attached phone bill is proof of that call.In response to the membership access expiration, my membership cards were revoked, and my online access to my membership was denied - see additional attachment. In addition, I was informed by the operations manager that I should continue my refund pursuit with corporate and that I would not have membership access being due a full refund.
Regards,
[redacted]
Management spoke to Mr. [redacted] regarding his concernswith the automatic monthly billings. We explained to Mr. [redacted] that uponsigning the agreement he authorized the automatically monthly billings to occuron the 13th of every month until he chose to cancel the membership.Should a member choose to...
pay with other forms of payments we require at least10 days prior to the monthly bill date to do so. Mr. [redacted] admitted toreceiving a physical copy of his agreement which clearly states the terms ofhis agreement and monthly billings. A cancellation has been processed effective1/12/15 and no further billing will occur. No refunds will issued as they arenot owed. We believe this matter to be resolved. Thank you.
Member purchased personal training services pursuant to a written and fully executed agreement (“Agreement”). The Agreement was for 36 personal training sessions to be paid over an initial term of 12 months (3 sessions per month), beginning 10/26/15 (the “Initial Term”). Member paid a total of...
$185.00 up front, which included the processing fee and payment for the first month of personal training sessions. She further agreed to make 11 more payments, in the amount of $135.00 each, every month, beginning 11/26/15, for the remainder of the Initial Term.
These terms are clearly outlined on page 1 of member’s Agreement and she acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule section of the Agreement. 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. In addition, her Agreement included a New Client Checklist which outlined key terms, including her acknowledgement that he 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 are included with this response). Furthermore, member’s personal training agreement afforded her with a 10-day right to cancel if these terms did not match her understanding (or for any reason) simply by submitting a written notice of cancellation and she would receive 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, he was 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 fee. LA Fitness will honor the voluntary cancellation provision in member’s 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 have determined that this...
proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I Heard once on February 3rd. it did not seem to get anything accomplished. to date 2/16 I have not heard back From LA Fitness at all. Since they are so slow in responding again. the settlements I will repeat again. I want a refund for these 9 sessions. all the vp did was try to argue with me. and tried to tell me how it was going to be I felt like. I do not want to hear from him again. Since I am always so busy at work this time of year I need advanced notice on anything. How I am keeping track of these calls is that I am using my cell phone call log If proof is needed I can forward it you. all he kept say over and over again I was going to get a refund. I feel all way around when I call I get the runaround and they are trying to make me mad enough to quit and loose my money I paid out.
I was told my a customer service manager that they could not take anyone off the schedule for me. But they can take me off the schedule for someone else. and the Customer service is very poor at the [redacted] club. when I asked about it all they could do was mumble something to like Igor took you off. that was all I heard then I heard it would take 2 to 3 weeks to reschedule me back in I am not trying to be difficult. But my job Comes first. then it is important for me to get home and take care of my dog so I do not have to clean up a messy crate and have to give him a bath. so Thursday at 7 was the only time that would work for me. I also feel like if they ever do get me scheduled in it will not go well they will barely do what they have to do to get me out of there as soon as they can get me out I would rather after all this have a refund of my 9 sessions left and be done with this
Thank you
[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 9/16/15 (the “Initial Term”).
Member paid a total of $270.00 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 $220.00 each, every month,
beginning 10/16/15, for the remainder of the Initial Term. These terms are
clearly and conspicuously set forth on page 1 of her agreement and she
acknowledged her understanding of these billing terms by initialing the three
separate sections outlining the payment schedule. 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. 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 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 is not entitled to a refund or to
terminate the Agreement and abandon her contractual obligations 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 in her Agreement should she elect to take
advantage of it. Otherwise, member should be expected to honor her Agreement as
LA Fitness stands ready to provide the services for which she contracted.
Management, will honor a cancellation of his membership and will process a full refund in the amount $179.94. The refund could take up to 5-7 days to complete and will be applied to the [redacted] card we have on file. We believe this matter to be resolved. Should member wish discuss...
further we encourage member to call us.
Management spoke to Ms. [redacted] regarding her Fitness 19 membership. Our records indicate we did not acquire her membership and asked that she provide proof of payment up until the acquisition. Once this information is provide we can better assist Ms. [redacted]. Thank you
previous response still stands. Per [redacted] request on 1/12/15 a cancellation was processed for her and [redacted] monthly billed memberships. No further billings will occur. Confirmation was sent to the email address provided. Per the agreement that was signed on 9/15/14 [redacted] agreed to a monthly membership for herself with guest privileges at a monthly rate of 54.95 and a membership for [redacted] at the monthly rate of 34.95. A refund in the amount of $58.80 has been refunded back to the [redacted] card on 1/14/15 for [redacted] membership. Both memberships have been cancelled and no further billing will occur. No further refunds are owed. Thank you.
Better...
Business Bureau:
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 processed a refund in the amount of $360.00 for the second month of training dues (refund applied to the same account used for payment). Please allow 5-7 business days for the refund to apply to member's account