LA Fitness cancelled member’s personal training agreement with no further billing or obligation and we processed a full refund (refund applied to the same account used for payment)
Management contacted member regarding his complaintTo resolve issue, management cancelled his membership refunding $back to the [redacted] card on file Refunds could take up to 5-business to process We believe this matter to be resolved
Management contacted [redacted] regarding the cancellation of his monthly billed membershipA cancellation was processed on 9/25/and no further billing has occurredAn additional refund in the amount of $has been refunded back to the [redacted] on fileRefunds take about 5-business days to be refunded backMember is satisfiedThank you
Management spoke with Ms [redacted] regarding her concernsWe agreed to cancel her monthly dues membership and processed a full refund in the amount of $Refunds typically could take up to 7-business days to complete and will go back to the [redacted] Card on fileWe believe this matter to be resolvedThank you
Management contacted Mr [redacted] regarding his concerns with a monthly dues membership being established for his daughter [redacted] Based on our conversation, we believe that a miscommunication regarding the activation of a guest pass and not a monthly dues membership lead to the establishment of [redacted] ’s accountAs a courtesy, we have processed a cancellation of the membership agreement for [redacted] ’s account and issued a full refund in the amount of $back to the [redacted] Card on fileRefunds typically take 5-business days to completeMember was satisfied with resolutionWe believe this matter to be resolvedThank you
LA Fitness does allow its members to share their personal training sessions with family members provided that the request and member information is provided at the time that they joinOur records don’t reflect that the request was made at the time that member joinedIn addition, there is no provision in member’s personal training agreement that allows her to downgrade the terms of the personal training agreement within the initial month termHowever, as of the time of this response, member has disputed the payments with her bank and defaulted on the agreement termSince it is apparent that she now has no intention to fulfill her contractual obligation to the remaining seven months of the personal training agreement term, we have released her from this obligation to make the remaining payments due under her agreementAdditionally, LA Fitness will no longer attempt to call or pursue her for the outstanding balance she currently owesPlease note that we are not contractually obligated to provide this remedy, but this is being done as a customer service consideration for our memberHowever, she is not entitled to a refund on top of the consideration already made
Management spoke to [redacted] on 3/18/regarding the refund for his monthly billed membershipWe confirmed the refund has been processed and member is satisfiedThank you
Member purchased personal training services pursuant to a written and fully executed agreementThe agreement was for a minimum initial term of months, beginning 12/8/(the “Initial Term”)Member paid a total of $up front, which included the processing fee and payment for the first month of personal training sessionsHe further agreed to make more payments, in the amount of $each, every four weeks, beginning 1/8/15, for the remainder of the Initial TermThese terms are clearly outlined on page of member’s agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule outlining these termsIn addition, his agreement included a New Client Checklist which outlined key terms, including his acknowledgement that he received and read a copy of his personal training agreement, the initial term of months and the voluntary cancelation provisionThis Checklist was reviewed with member at the time of the sale, as acknowledged by his signature on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response)Member’s personal training services agreement specifically provided him with a 10-day right to cancel if these terms did not match his understanding (or for any reason) for a full refundHowever, he did not take advantage of this option within the rescission period Member’s personal training agreement also includes a voluntary cancelation provision, which affords him the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the agreementThis provision is clearly outlined on page of his agreementThus, 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 early without a feeInstead, member elected to take advantage of the voluntary cancellation provision, paid the cancellation fee on 3/5/and we cancelled the remaining term of his personal training agreement accordingly
Management has made several attempts to contact Mr [redacted] regarding his concerns with the cancellation options for his monthly dues membershipHowever, we have not received a return callLA Fitness provides members with the option to cancel at any LA Fitness location between the hours of AM- PM on Monday through Friday, as that is when a manager is present who can process such a cancellationHowever, we strongly encourage members to simply send a written cancellation request via certified mail to ensure return-receiptOur 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 cancellationUnfortunately, Mr [redacted] does not seem to want to use any of these options As a courtesy, we have processed an end of term cancellation on his family membership to prevent future monthly billings after the last payment in his contracted term, which is scheduled to be billed on 7/26/If Mr [redacted] would like to discuss additional resolution options, we encourage him to return our calls so we can adequately address his concernsThank you
Management has made several attempts to contact [redacted] regarding his request to add Guest Privileges to his monthly billed membershipWe encourage him to return our call to discuss this furtherThank you
Member purchased personal training services pursuant to a written and fully executed agreement (a copy of the agreement is included with this response)The agreement entitles member to personal training sessions with a Pro Results personal trainerThe services being requested is for a program, and not the services of any individual trainerThus, the fact that a specific trainer left the company does not entitle member to a refund as we had other personal trainers on staff available to provide member with the services for which he contracted Furthermore, it should be noted that all sessions purchased must be completed within days after the initial term, or if member renews or continues the EFT/CC payment agreement beyond the initial term, within days after completion of that additional periodMember completed his initial term and made his final payment on 2/26/The remaining sessions expired days from that date
Management contacted member regarding his complaint Member is upset with the excessive phone calls regarding his outstanding balanceManagement as a courtsey waived April payment $as a customer considerationWe 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 months, beginning 2/13/(the “Initial Term”)Member paid a total of $up front, which included the processing fee and payment for the first month of personal training servicesHe further agreed to make more payments, in the amount of $each, every month, for the remainder of the Initial Term These terms are clearly outlined on page of the Agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule section of the AgreementHis Agreement 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 AgreementThis provision is clearly outlined on page of his AgreementIn 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 months and the voluntary cancellation provision 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)Our records do not reflect that member has paid such a cancellation fee to terminate his agreement early Thus, he has been properly billed in accordance with the terms of his agreement and is not entitled to a refundIt should be noted that our District Vice President contacted member regarding his concerns and he was reminded of the terms of the Agreement that he signedMember stated that he enjoyed the training but needed to stop because of his upcoming weddingHe was informed that his sessions rollover each month so they will be available for him to use when he is ready to resume and that he can also use them at our [redacted] locations where he has been spending time with the wedding planning
Our position has not changedAs outlined in our initial response, the LA Fitness records do not reflect a cancellation request prior to May of and, if she had cancelled it prior, she would have been provided with a receipt of cancellation, which she does not have
Member purchased personal training services pursuant to a written and fully executed agreementThe agreement was for a minimum initial term of months, beginning 1/24/(the “Initial Term”)He paid a total of $up front, which included the processing fee and payment for the first month of personal training sessionsHe further agreed to make more payments, in the amount of $each, every month, beginning 2/24/15, for the remainder of the Initial TermThese terms are clearly outlined on page of members agreement and he acknowledged his understanding of these billing termsby initialing the separate sections outlining the payment scheduleHis personal training agreement 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 agreementThis provision is clearly outlined on page of his agreementIt is LA Fitness’ policy and practice to provide our members with a complete copy of their agreement at the time of enrollmentA copy of the agreement was also included in the confirming e-mail member received on the day he enrolledIn addition, his agreement included a New Client Checklist which outlined key terms, including his acknowledgement that he received and read a copy of his personal training agreement, the initial term of months and the voluntary cancelation provisionThis Checklist was reviewed with him at the time of the sale, as acknowledged by his signature on the New Client Checklist (copies of the agreement, New Client Checklist and confirming e-mail are included with this response)Member’s personal training services agreement specifically provided him with a 10-day right to cancel if these terms did not match his understanding (or for any reason) for a full refundHowever, he did not take advantage of this option within the rescission periodThus, he was not entitled to terminate the agreement early without a feeIf member no longer wishes to continue with his valid agreement, LA Fitness will honor the voluntary cancellation provision in member’s personal training agreement should he elect to take advantage of itOtherwise, he should be expected to honor his agreement as LA Fitness stands ready to provide the services for which he contracted
Our District Vice President attempted contacting member regarding his concerns but his call has not been returnedOur records reflect that member purchased personal training services pursuant to a written and fully executed agreementThe agreement was for a minimum initial term of weeks, beginning 10/2/(the “Initial Term”)He agreed to pay a total of $up front, which included the processing fee and payment for the first four weeks of personal training sessionsHe further agreed to make more payments, in the amount of $each, every four weeks, beginning 10/2/14, for the remainder of the Initial TermThese terms are clearly outlined on page of his agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule outlining these termsMember’s personal training 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 agreementThis provision is clearly outlined on page of his agreementMember also understands that he is purchasing personal training services but not the services of any specific individual trainer and he may be assigned to several different trainers during the course of his programIn addition, his agreement included a New Client Checklist which outlined key terms, including his acknowledgement that he received and read a copy of his personal training agreement, the initial term of weeks, the voluntary cancelation provision and that he did not purchase training for any specific trainerThis Checklist was reviewed with him at the time of the sale, as acknowledged by his signature on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response)His personal training services agreement specifically provided him with a 10-day right to cancel if these terms did not match his understanding (or for any reason) for a full refundHowever, he did not take advantage of this option within the rescission periodThus, he is not entitled to a refund or to terminate the agreement early without a feeNevertheless, we cancelled the remaining term of his personal training agreement with no further billing or obligation and processed a refund in the amount of $(refund applied to the same account used for payment)We were not contractually obligated to do so but this was done as a customer service consideration for our member
LA Fitness has been in contact with member regarding her concerns and we cancelled the remaining term of her personal training agreement with no further billing or obligation
Management spoke to [redacted] on 3/23/regarding his monthly billed membershipThe balance was adjusted to reflect $and new billing information was providedMember is in good standingWe believe this matter to be resolvedThank you
Management contacted [redacted] regarding the status of his monthly dues membership [redacted] member was acquired by LA Fitness on November 20, The history on [redacted] account reflects that his membership has been in a non-payment status for more than days and the last payment received was on Feburary 7, As a courtesy, we allow members up to days to address any balances and bring their membership current with valid billing informationAfter this time frame the membership is no longer eligible for reinstatementWe advised [redacted] that should he decide to continue to access our facility, his nearest club would be able to review current new membership optionsThank you
Management has made several attempts to contact [redacted] regarding the incident that occurred in the women's locker roomWe have yet to receive a return call backWe encourage her to do so or contact her home clubthank you
LA Fitness cancelled member’s personal training agreement with no further billing or obligation and we processed a full refund (refund applied to the same account used for payment)
Management contacted member regarding his complaintTo resolve issue, management cancelled his membership refunding $back to the [redacted] card on file Refunds could take up to 5-business to process We believe this matter to be resolved
Management contacted [redacted] regarding the cancellation of his monthly billed membershipA cancellation was processed on 9/25/and no further billing has occurredAn additional refund in the amount of $has been refunded back to the [redacted] on fileRefunds take about 5-business days to be refunded backMember is satisfiedThank you
Management spoke with Ms [redacted] regarding her concernsWe agreed to cancel her monthly dues membership and processed a full refund in the amount of $Refunds typically could take up to 7-business days to complete and will go back to the [redacted] Card on fileWe believe this matter to be resolvedThank you
Management contacted Mr [redacted] regarding his concerns with a monthly dues membership being established for his daughter [redacted] Based on our conversation, we believe that a miscommunication regarding the activation of a guest pass and not a monthly dues membership lead to the establishment of [redacted] ’s accountAs a courtesy, we have processed a cancellation of the membership agreement for [redacted] ’s account and issued a full refund in the amount of $back to the [redacted] Card on fileRefunds typically take 5-business days to completeMember was satisfied with resolutionWe believe this matter to be resolvedThank you
LA Fitness does allow its members to share their personal training sessions with family members provided that the request and member information is provided at the time that they joinOur records don’t reflect that the request was made at the time that member joinedIn addition, there is no provision in member’s personal training agreement that allows her to downgrade the terms of the personal training agreement within the initial month termHowever, as of the time of this response, member has disputed the payments with her bank and defaulted on the agreement termSince it is apparent that she now has no intention to fulfill her contractual obligation to the remaining seven months of the personal training agreement term, we have released her from this obligation to make the remaining payments due under her agreementAdditionally, LA Fitness will no longer attempt to call or pursue her for the outstanding balance she currently owesPlease note that we are not contractually obligated to provide this remedy, but this is being done as a customer service consideration for our memberHowever, she is not entitled to a refund on top of the consideration already made
Management spoke to [redacted] on 3/18/regarding the refund for his monthly billed membershipWe confirmed the refund has been processed and member is satisfiedThank you
Member purchased personal training services pursuant to a written and fully executed agreementThe agreement was for a minimum initial term of months, beginning 12/8/(the “Initial Term”)Member paid a total of $up front, which included the processing fee and payment for the first month of personal training sessionsHe further agreed to make more payments, in the amount of $each, every four weeks, beginning 1/8/15, for the remainder of the Initial TermThese terms are clearly outlined on page of member’s agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule outlining these termsIn addition, his agreement included a New Client Checklist which outlined key terms, including his acknowledgement that he received and read a copy of his personal training agreement, the initial term of months and the voluntary cancelation provisionThis Checklist was reviewed with member at the time of the sale, as acknowledged by his signature on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response)Member’s personal training services agreement specifically provided him with a 10-day right to cancel if these terms did not match his understanding (or for any reason) for a full refundHowever, he did not take advantage of this option within the rescission period Member’s personal training agreement also includes a voluntary cancelation provision, which affords him the option to unilaterally cancel at any time, for any reason, by paying only 50% of the remaining balance due under the agreementThis provision is clearly outlined on page of his agreementThus, 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 early without a feeInstead, member elected to take advantage of the voluntary cancellation provision, paid the cancellation fee on 3/5/and we cancelled the remaining term of his personal training agreement accordingly
Management has made several attempts to contact Mr [redacted] regarding his concerns with the cancellation options for his monthly dues membershipHowever, we have not received a return callLA Fitness provides members with the option to cancel at any LA Fitness location between the hours of AM- PM on Monday through Friday, as that is when a manager is present who can process such a cancellationHowever, we strongly encourage members to simply send a written cancellation request via certified mail to ensure return-receiptOur 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 cancellationUnfortunately, Mr [redacted] does not seem to want to use any of these options As a courtesy, we have processed an end of term cancellation on his family membership to prevent future monthly billings after the last payment in his contracted term, which is scheduled to be billed on 7/26/If Mr [redacted] would like to discuss additional resolution options, we encourage him to return our calls so we can adequately address his concernsThank you
Management has made several attempts to contact [redacted] regarding his request to add Guest Privileges to his monthly billed membershipWe encourage him to return our call to discuss this furtherThank you
Member purchased personal training services pursuant to a written and fully executed agreement (a copy of the agreement is included with this response)The agreement entitles member to personal training sessions with a Pro Results personal trainerThe services being requested is for a program, and not the services of any individual trainerThus, the fact that a specific trainer left the company does not entitle member to a refund as we had other personal trainers on staff available to provide member with the services for which he contracted Furthermore, it should be noted that all sessions purchased must be completed within days after the initial term, or if member renews or continues the EFT/CC payment agreement beyond the initial term, within days after completion of that additional periodMember completed his initial term and made his final payment on 2/26/The remaining sessions expired days from that date
Management contacted member regarding his complaint Member is upset with the excessive phone calls regarding his outstanding balanceManagement as a courtsey waived April payment $as a customer considerationWe 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 months, beginning 2/13/(the “Initial Term”)Member paid a total of $up front, which included the processing fee and payment for the first month of personal training servicesHe further agreed to make more payments, in the amount of $each, every month, for the remainder of the Initial Term These terms are clearly outlined on page of the Agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule section of the AgreementHis Agreement 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 AgreementThis provision is clearly outlined on page of his AgreementIn 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 months and the voluntary cancellation provision 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)Our records do not reflect that member has paid such a cancellation fee to terminate his agreement early Thus, he has been properly billed in accordance with the terms of his agreement and is not entitled to a refundIt should be noted that our District Vice President contacted member regarding his concerns and he was reminded of the terms of the Agreement that he signedMember stated that he enjoyed the training but needed to stop because of his upcoming weddingHe was informed that his sessions rollover each month so they will be available for him to use when he is ready to resume and that he can also use them at our [redacted] locations where he has been spending time with the wedding planning
Our position has not changedAs outlined in our initial response, the LA Fitness records do not reflect a cancellation request prior to May of and, if she had cancelled it prior, she would have been provided with a receipt of cancellation, which she does not have
Member purchased personal training services pursuant to a written and fully executed agreementThe agreement was for a minimum initial term of months, beginning 1/24/(the “Initial Term”)He paid a total of $up front, which included the processing fee and payment for the first month of personal training sessionsHe further agreed to make more payments, in the amount of $each, every month, beginning 2/24/15, for the remainder of the Initial TermThese terms are clearly outlined on page of members agreement and he acknowledged his understanding of these billing termsby initialing the separate sections outlining the payment scheduleHis personal training agreement 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 agreementThis provision is clearly outlined on page of his agreementIt is LA Fitness’ policy and practice to provide our members with a complete copy of their agreement at the time of enrollmentA copy of the agreement was also included in the confirming e-mail member received on the day he enrolledIn addition, his agreement included a New Client Checklist which outlined key terms, including his acknowledgement that he received and read a copy of his personal training agreement, the initial term of months and the voluntary cancelation provisionThis Checklist was reviewed with him at the time of the sale, as acknowledged by his signature on the New Client Checklist (copies of the agreement, New Client Checklist and confirming e-mail are included with this response)Member’s personal training services agreement specifically provided him with a 10-day right to cancel if these terms did not match his understanding (or for any reason) for a full refundHowever, he did not take advantage of this option within the rescission periodThus, he was not entitled to terminate the agreement early without a feeIf member no longer wishes to continue with his valid agreement, LA Fitness will honor the voluntary cancellation provision in member’s personal training agreement should he elect to take advantage of itOtherwise, he should be expected to honor his agreement as LA Fitness stands ready to provide the services for which he contracted
Our District Vice President attempted contacting member regarding his concerns but his call has not been returnedOur records reflect that member purchased personal training services pursuant to a written and fully executed agreementThe agreement was for a minimum initial term of weeks, beginning 10/2/(the “Initial Term”)He agreed to pay a total of $up front, which included the processing fee and payment for the first four weeks of personal training sessionsHe further agreed to make more payments, in the amount of $each, every four weeks, beginning 10/2/14, for the remainder of the Initial TermThese terms are clearly outlined on page of his agreement and he acknowledged his understanding of these billing terms by initialing three separate sections of the payment schedule outlining these termsMember’s personal training 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 agreementThis provision is clearly outlined on page of his agreementMember also understands that he is purchasing personal training services but not the services of any specific individual trainer and he may be assigned to several different trainers during the course of his programIn addition, his agreement included a New Client Checklist which outlined key terms, including his acknowledgement that he received and read a copy of his personal training agreement, the initial term of weeks, the voluntary cancelation provision and that he did not purchase training for any specific trainerThis Checklist was reviewed with him at the time of the sale, as acknowledged by his signature on the New Client Checklist (copies of the agreement and New Client Checklist are included with this response)His personal training services agreement specifically provided him with a 10-day right to cancel if these terms did not match his understanding (or for any reason) for a full refundHowever, he did not take advantage of this option within the rescission periodThus, he is not entitled to a refund or to terminate the agreement early without a feeNevertheless, we cancelled the remaining term of his personal training agreement with no further billing or obligation and processed a refund in the amount of $(refund applied to the same account used for payment)We were not contractually obligated to do so but this was done as a customer service consideration for our member
LA Fitness has been in contact with member regarding her concerns and we cancelled the remaining term of her personal training agreement with no further billing or obligation
Management spoke to [redacted] on 3/23/regarding his monthly billed membershipThe balance was adjusted to reflect $and new billing information was providedMember is in good standingWe believe this matter to be resolvedThank you
Management contacted [redacted] regarding the status of his monthly dues membership [redacted] member was acquired by LA Fitness on November 20, The history on [redacted] account reflects that his membership has been in a non-payment status for more than days and the last payment received was on Feburary 7, As a courtesy, we allow members up to days to address any balances and bring their membership current with valid billing informationAfter this time frame the membership is no longer eligible for reinstatementWe advised [redacted] that should he decide to continue to access our facility, his nearest club would be able to review current new membership optionsThank you
Management has made several attempts to contact [redacted] regarding the incident that occurred in the women's locker roomWe have yet to receive a return call backWe encourage her to do so or contact her home clubthank you