Life Time Fitness Inc

I am rejecting this response because:
The exposed wires have not been fixed yet. Attached, please see the pictures. It is documented. It is not just a verbal statement.I can not understand why they do not simply fix an old reported defect in their equipment. This is called ignorance, and not due diligence. I have been charged extra for joining fee while joining fee is zero. I want refund for that.Any other company offers some credit and free months membership for the similar inconveniences they have caused. It is very unsatisfactory.

Mr. [redacted] Revdex.com of Minnesota and North Dakota 2706 Gannon Road Saint Paul, MN 55116 Re: Mr. [redacted] Complaint ID: [redacted] Dear Mr. [redacted], I received your complaint dated Wednesday, March 30, 2016 containing a complaint filed with your office by Mr. [redacted]...

regarding the cancel his Life Time Membership, and the final billing owed. By way of background, Life Time Fitness’ General Terms Agreement states that a member may terminate the membership for any reason by giving advance written notice.  Advance written notice is described as submitting a termination request at a Life Time Fitness center or by sending a written termination request stating that the member is terminating their membership by certified mail, return receipt requested.  We believe that it is in the best interest of our members to have a receipt of cancellation to prevent any possible miscommunication.  Life Time Fitness does not accept cancellations via phone, fax or email. Additionally, the General Terms Agreement states that all cancellation requires written termination notice by the end of the month in order for the termination to be effective on the last day of the following month (e.g., written notice received by Life Time Fitness between May 1 and May 31 will be effective June 30).  For reference, I have attached a copy of the original agreement signed at the time of joining by Mr. [redacted]. Life Time Fitness respects that there are countless situations which pose special circumstances to our members across the country and may require a member to cancel their membership.  As such, in the spirit of delivering best-in-class facilities, amenities and programming, we have implemented consistent membership guidelines to provide a uniform member experience. Upon reviewing Mr. [redacted]’s membership, Mr. [redacted] has provided Life Time Fitness a proper cancellation request on March 28, 2016.  Currently Mr. [redacted]’s membership is canceling effectively April 30, 2016 per the terms and conditions of the cancellation policy. Additionally, Mr. [redacted] has made his final payment of for the month of March and April in the amount of $21.66, so there will be no further charge owed to Life Time after his check payment was received on March 29, 2016.  Again, I can assure Mr. [redacted] that there are no further charges owed to Life Time Fitness.  We apologize for the misunderstanding or confusion that has occurred.  I have attached a copy of the Flex Agreement and Termination Agreement for reference as well per Mr. [redacted]’s request. Above all, we thank Mr. [redacted] for his patronage and allowing Life Time Fitness the opportunity to respond to his concerns. If I may be of additional assistance, please feel free to contact me. Sincerely, Dustin O. Member Relations [email protected]

Initial Business Response /* (1000, 10, 2015/04/28) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Mr. [redacted]
Case # [redacted]
Dear Mr. [redacted],
I received your email dated Friday, April 24, 2015 containing...

a complaint filed with your office by Mr. [redacted] regarding the lost and found policy at Life Time Fitness.
First off, I want to apologize for the frustration this issue has caused. I can completely understand the frustration that would come with losing a very valuable car key. Life Time respects that there are countless lost and found situations which pose special circumstances to our members across the country. To be fair and consistent with the service delivered to our members, we have implemented consistent lost and found guidelines to provide a uniform experience. As you can image, people leave things behind quite frequently, and I can assure you that Life Time Fitness has an operational lost and found procedure for all Life Time locations throughout the country.

By way of background, Life Time is not responsible for member's personal belongings. For instance per our General Policies, "You must store all workout bags, coats and personal belongings in a locker. Be sure that your locker is secured before you leave it. You must keep your locker key with you at all times without exception, including while swimming or showering; do not leave your locker key unattended at any time, such as by pinning it to a towel. If you use a lock without a key such as a combination lock, you are responsible for remembering your locker number and combination. You may use our lockers only while you are on the premises; you may not leave any personal belongings in a locker overnight. Do not bring or store any valuables on the premises, including watches, jewelry or large amounts of cash. Do not leave valuables in plain view in your vehicle. Be sure your vehicle is locked. We are not liable or responsible for any lost, stolen or damaged personal property, whether from lockers, vehicles or other locations on the premises. Please inquire in person at the Member Services desk for lost articles that may have been found. Phone inquiries regarding lost items are not allowed. Additionally, the Member Usage Agreement signed at the time of joining outlines our general and member policies in entirety. I have included Mr. [redacted]'s Agreement for reference.

To address Mr. [redacted]'s statement about not having all lost and found items in one location, that is correct. Life Time has three locations in which lost and found items are stored, including a safe, at the Member Services desk, and at the Facility Operations desk. Based on the item, value, and location found, it is filed accordingly. When Mr. [redacted] inquired initially about the lost car key, Life Time Fitness did not have his lost car key in any of the three locations. Life Time did not safeguard his lost key or omit that it had been returned at that time. Again, it is the member's responsibility to continue to inquire whether or not an item was turned into the Life Time lost and found. Mr. [redacted] did not inquire about the lost car key until he again was searching for another lost item that his guest left behind. At this time, we rightfully returned Mr. [redacted]'s car key accordingly to our lost and found policies.
As such, I must respectfully decline Mr. [redacted]'s request to refund the administrative fees and all of the membership dues. Mr. [redacted] and the partner member on his membership each used the services of Life Time on a regular base, totaling over 60 visits total in the past few months. As Mr. [redacted] alluded to in his complaint, Life Time did make a billing error in early March as Mr. [redacted] paid his March dues later on at night on March 1, and then Life Time automatically collected the dues on the morning of March 2 with our automated billing resubmit. Life Time corrected that billing issue by refunding the duplicate membership dues charge, as well the unwanted nutrition session. Life Time then went above and beyond to credit April dues for Mr. [redacted]. I apologize for the billing issue and any miscommunication regarding the April's dues credit.
Above all, we thank Mr. [redacted] for his patronage and allowing Life Time Fitness the opportunity to respond to his concerns. Again, we also apologize for the frustration this issue has caused to Mr. [redacted]. If Mr. [redacted] still wishes to continue the membership, I would be happy to cover the May membership dues on behalf of Life Time in the amount of $234.00. However, Life Time will not be issuing any refunds in regards to the lost car key, and this will be our final offer to resolve the issue.
To this end, we trust that this matter will be considered closed by your office. If I may be of additional assistance, please feel free to contact me.
Sincerely,
[redacted]
Member Relations
[email protected]
Initial Consumer Rebuttal /* (3000, 12, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response as information is not accurate. To date the billing issues has not been resolved in regards to the nutrition session. They incorrectly stated as it was unwanted. They facility lacked follow up to schedule the appointment. There is no accountability on how their organization is ran. Furthermore I had advised that I wanted my membership cancelled immediately. After further consideration and review I received a complimentary month for their errors which was something given to rectify the situation. I advised since I had remaining days left that the membership was canceled immediately and not when complimentary days had expired. In their response they offered May's due free. So are they now going back and offering a free month when my contract was canceled by [redacted]. I am not really understanding their offer. Finally, another point that I failed to mention was that I had Club Money (LT Dollars) at the time of cancellation. Their agreements does not state that guest are ineligible to use after cancellation. Will I have access to use my LT Dollars that remained in my account. Additional information is included in the attached email.
Final Business Response /* (4000, 14, 2015/05/05) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Mr. [redacted]
Case # [redacted]
Dear Mr. [redacted],
I received your email dated Wednesday, April 29, 2015 containing a reply by Mr. [redacted] regarding Life Time Fitness' cancellation of his membership as well as the lost car keys, as described in the response to the Revdex.com regarding the first response to this matter.
On behalf of Life Time Fitness, I thank Mr. [redacted] for another opportunity to address his concerns and apologize that he does not feel we have adequately tried to address his concerns. I have spoken with [redacted], Senior National Member Relations Manager, and she has denied all request to continue membership with Mr. [redacted] per their conversation they had on April 21, 2015. [redacted] did however refund the additional $99 for the nutrition session that Mr. [redacted] has asked to be refunded.

Also to address the final question by Mr. [redacted], LT BUCK$ are non-transferable and cannot be combined with other discounts or offers. Membership must be in good standing to receive and redeem LT BUCK$. Awarding of LT BUCK$ and the program itself are subject to change at any time. See myLT.com/ltbucks for other terms and conditions.

While it is never our intent to fall short of our member's expectations, I regret that were unable to accommodate Mr. [redacted] at Life Time. As stated in the prior response, Mr. [redacted]'s was terminated on April 21, 2015 by [redacted], and there will be no offer to reinstate the membership.

I thank Mr. [redacted] for the opportunity respond to his concern. To this end, we trust that this matter will be considered closed by your office. If I may be of additional assistance, please feel free to contact me.
Sincerely,
[redacted]
Member Relations
[email protected]

Ms. [redacted]Revdex.com of Minnesota and North Dakota2706 Gannon RoadSaint Paul, MN 55116 Re: Mr. [redacted]Complaint ID # [redacted]Dear Ms. [redacted],I received your email dated Monday, October 10, 2016 containing a complaint filed with your office by Mr. [redacted]...

regarding the reactivation and cancellation policy for his Life Time Membership.  We appreciate Mr. [redacted] filing his concerns with the Revdex.com so we can further address the concerns. Life Time Fitness respects that there are countless situations which pose special circumstances to our members across the country and may require a member to cancel their membership.  As such, in the spirit of delivering best-in-class facilities, amenities and programming, we have implemented consistent membership guidelines to provide a uniform member experience.By way of background, Life Time Fitness’ General Terms Agreement states that a member may terminate the membership for any reason by giving advance written notice.  Advance written notice is described as submitting a termination request at a Life Time Fitness center or by sending a written termination request stating that the member is terminating their membership by certified mail, return receipt requested.  Additionally, the General Terms Agreement states that all cancellation requires written termination notice by the end of the month in order for the termination to be effective on the last day of the following month (e.g., written notice received by Life Time Fitness between May 1 and May 31 will be effective June 30).  For reference, I have attached a copy of the General Terms Agreement for Mr. [redacted]’s membership.  Upon reviewing Mr. [redacted]’s membership, Ms. [redacted] signed to place the Life Time membership on hold on June 1, 2016 effective for a hold date range of July 1, 2016 – October 1, 2016.  I have included a copy of the Life Time Health Agreement for reference.  Additionally, Mr. [redacted] did provide Life Time Fitness a cancellation request on September 30, 2016.  Per the General Terms Agreement the membership is pending termination for October 31, 2016, and Mr. [redacted] and his family will continue to have full access through the remainder of the month as their family membership reinstated on October 1, 2016 per the Life Time Health Agreement.  Lastly, I have included the Termination Agreement for reference.  We apologize for any misunderstanding regarding the Life Time hold and cancellation process.  Mr. [redacted] did speak with a Member Relations Associate at your corporate office on October 10, 2016 regarding the October monthly dues collected.  At that time, Life Time honored to refund $92.80 as a member services gesture due to any confusion Mr. [redacted] had regarding the reactivation of the membership and the cancellation policy.  Life Time respectfully declines to refund any further charges at this time.  Again, Mr. [redacted] and his family will continue to have access to the Life Time through October 31, 2016.Above all, we thank Mr. [redacted] for his patronage and allowing Life Time Fitness the opportunity to respond to his concerns. To this end, we trust that this matter will be considered closed by your office.  If I may be of additional assistance, please feel free to contact me. Sincerely, Dustin O.Member [email protected]

Initial Business Response /* (1000, 5, 2015/11/12) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Mr. [redacted]
Case # [redacted]
Dear Mr. [redacted],
I received your email dated Wednesday, November 4, 2015 containing a...

complaint filed with your office by Mr. [redacted] regarding the cancellation his Life Time Membership. We appreciate Mr. [redacted] reaching out so that we could further address his concerns.
By way of background, Life Time Fitness' General Terms Agreement states that a member may terminate the membership for any reason by giving advance written notice. Advance written notice is described as submitting a termination request at a Life Time Fitness center or by sending a written termination request stating that the member is terminating their membership by certified mail, return receipt requested. We believe that it is in the best interest of our members to have a receipt of cancellation to prevent any possible miscommunication. Life Time Fitness does not accept cancellations via phone, fax or email.
Additionally per terms and conditions of the General Terms Agreement, Life Time requires written notice by the end of the month in order for a change to be effective on the last day of the following month (e.g., written notice received by Life Time between January 1 and January 31 will be effective February 28). I have included Mr. [redacted]' General Terms Agreement for reference.
Life Time Fitness respects that there are countless situations which pose special circumstances to our members across the country and may require a member to cancel their membership. As such, in the spirit of delivering best-in-class facilities, amenities and programming, we have implemented consistent membership guidelines to provide a uniform member experience. Upon reviewing Mr. [redacted]' membership, Life Time Fitness has received a certified letter postdated October 23, 2015, which is effectively terminating Mr. [redacted]' membership as of December 31, 2015.
Above all, we thank Mr. [redacted] for his patronage and allowing Life Time Fitness the opportunity to respond to his concerns. We apologize for the frustration with our cancellation policy. To this end, we trust that this matter will be considered closed by your office. If I may be of additional assistance, please feel free to contact me.
Sincerely,
Dustin O.
Member Relations
[email protected]
Initial Consumer Rebuttal /* (3000, 7, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dustin has just suggested it is his right to charge people whenever or however he feels appropriate... because they believe it is in my best interest--convenient. Yes, I disagree with that. Such faulty logic belongs in communist China or might have some affiliation with Heinrich Himmler.
Why do you need 30 days notice Dustin? Do you need to prepare something for my exit? Do you need to clean the carpets? Secure a replacement tenant? Why stop at such an arbitrary number such as 30 days... why not go for the gusto and try to scam a year out of me? Though I did see you are now trying to scam December out of me too, which would contradict the emails Lifetime sent me explaining that my membership expires Nov 31. Par for the course.
Also, why do you need written notice via certified letter? To prevent miscommunication? What?! It is a month-to-month contract. If somebody mistakenly cancels their membership at the end of the month, they can start it right back up at the start of the next month. They lose nothing. The premise is faulty as well, how does someone mistakenly cancel their membership? This is a gym membership... not a mortgage, not something of actual importance. To speak in such terms clearly indicated how deluded Lifetime is. It's a scam, pure and simple. You can pretend that running your scam is critically important, but rational people know better. Heck, you aren't even willing to identify your last name--please associate yourself with this, put your name on it.
Final Business Response /* (4000, 9, 2015/11/17) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Mr. [redacted]
Case # [redacted]
Dear Mr. [redacted],
I received your email dated, Friday, November 13, 2015 containing a reply by Mr. [redacted] regarding the cancellation of his Life Time membership, as described in the response to the Revdex.com regarding the first response to this matter.
I thank Mr. [redacted] for another opportunity to address his concerns and apologize that he did not find our first response satisfactory. On behalf of Life Time Fitness, I again apologize for any frustration regarding our policies and that the cancellation process did not meet Mr. [redacted]' expectations.

The great thing about Life Time is that we don't require long-term contracts when our members join. We are month-to-month and so the only thing that we ask of our members, literally, the only thing, is that they provide us with a billing cycle in advance. While I can empathize with Mr. [redacted]' decision to cancel his membership, Life Time Fitness chooses to uphold the cancellation terms outlined in the General Terms Agreement to be fair and consistent to all members.

I apologize that our decision to uphold the standard cancellation terms has resulted in a negative experience for Mr. [redacted]. I also want to clarify, Mr. [redacted] membership is terminating as of November 30, 2015, not December 31, 2015 as previously stated in my prior response. I apologize for any confusion with the error in my first response.

We thank Mr. [redacted] for the opportunity to respond to his concern. To this end, we trust that this matter will be considered closed by your office. If I may be of additional assistance, please feel free to contact me.
Sincerely,
Dustin O.
Member Relations
[email protected]

Initial Business Response /* (1000, 5, 2015/08/13) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Mr. [redacted]
Case #[redacted]
Dear Mr. [redacted],

I received your email dated Tuesday, August 4, 2015 containing a...

complaint filed with your office by Mr. [redacted] regarding the 14 day cancellation of his Life Time membership.

Upon reviewing Mr. [redacted]'s membership, Mr. [redacted] had been a previous member in the past which does disqualify him for a money back cancellation. However, Life Time has processed a 14 day money back refund in the amount of $253.48 as a customer service gesture. Mr. [redacted] has already received the refund as it was processed on August 4th. We apologize for any misunderstanding Mr. [redacted] had at the time of starting his membership, and the frustration with resolving this issue. We hope that Mr. [redacted] will rejoin at Life Time sometime in the future.
Above all, we thank Mr. [redacted] allowing Life Time the opportunity to respond to his concerns. To this end, we trust that this matter will be considered closed by your office. If I may be of additional assistance, please feel free to contact me.
Sincerely,
Dustin
Member Relations
[email protected]

Response and documentation provided

Mrs. [redacted] Revdex.com of Minnesota and North Dakota 2706 Gannon Road Saint Paul, MN 55116   Re: Mr. [redacted] Complaint ID [redacted]   Dear Ms. [redacted],   I received your email dated December 27, 2016 containing a complaint filed with your office by Mr....

[redacted] regarding the Life Time membership and the attempt to cancel the membership due to his medical condition.  We appreciate Mr. [redacted]’ for submitting his concerns so we could address it further. Life Time Fitness assisted in waiving one month of membership dues on December 27, 2016, while Mr. [redacted] paid one month of dues to resolve the outstanding balance for November and December monthly dues. I would be happy to assist Mr. [redacted] with a cancellation once he is able to provide a doctor’s note on physician’s letterhead.  The note must state Mr. [redacted] is no longer able to utilize the membership at this time due to his medical condition.  Mr. [redacted] or his physician can submit the documentation by scanning it to [email protected] or by faxing it to ###-###-####.  I look forward to Mr. [redacted]’ response so that I can assist him further in immediately canceling the membership, and removing the existing balance owed for January. Most importantly, we wish Mr. [redacted] the best of luck with his health.  Again, we are sorry for the additional frustration this issue has caused.  To this end, we trust that this matter will be considered closed by your office.  If you have any questions please feel free to contact me directly.   Sincerely,   Dustin O. [email protected] Life Time Fitness, Inc.

Should Dr. [redacted] want to have further communication regarding the issues he has experience, the discussion will need to be address with the General Manager Brian [redacted] by contacting him at ###-###-####.  Life Time also has record that Mr. [redacted] continues to use the membership, and has not taken any action to terminate the membership.  Again, at this time Life Time respectfully declines processing any refunds. Above all, we thank Dr. [redacted] for his patronage and allowing Life Time Fitness the opportunity to respond to his concerns.  To this end, we trust that this matter will be considered closed by your office.  If I may be of additional assistance, please feel free to contact me. Sincerely, Dustin O.Member [email protected]

Dear Ms. Adelmann,This complaint was closed and resolved per the refund honored.  Please see previous responses, and the member's acceptance.Thanks!Dustin O.Member Relations

Dear Ms. [redacted],We thank Ms. [redacted] for another opportunity to address her concerns and apologize that she did not find our first response satisfactory.  On behalf of Life Time Fitness, we again apologize for any frustration regarding our policies and that the...

cancellation process did not meet Ms. [redacted]’s expectations.   Again, Life Time Fitness respects that there are countless situations which pose special circumstances to our members across the country and may require a member to cancel their membership.  As such, in the spirit of delivering best-in-class facilities, amenities and programming, we have implemented consistent membership guidelines to provide a uniform member experience.  Life Time Fitness does not accept cancellations via phone, fax or email. We apologize that our decision to uphold the standard cancellation terms has resulted in a negative experience for Ms. [redacted] and Mr. [redacted].  Their memberships will continue to remain active until the proper advance written notice is provided at any Life Time location, or else via mail which we suggest sending certified mail so a tracking receipt is included.  To this end, we trust that this matter will be considered closed by your office.  If I may be of additional assistance, please feel free to contact me.Dustin O.Member Relations [email protected]

Initial Business Response /* (1000, 5, 2015/06/12) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Ms. [redacted]
Case # [redacted]
Dear Mr. [redacted],
I received your email dated Wednesday, May 3, 2015 containing a...

complaint filed with your office by Ms. [redacted] regarding the cancellation of her membership with Life Time.
By way of background, Life Time has long been committed to the notion of requiring no long-term membership obligations. We believe in earning each member's business through a continued commitment to deliver an unparalleled experience and value. In keeping with this philosophy, our membership change process has been structured to provide members with a monthly membership change opportunity to the Standard Flex "hold" membership rather than canceling.
As standard operating procedure, Life Time requires written notice by the fifth of the month in order for a change to be effective on the last day of the current month (e.g., written notice received by Life Time between November 5 and December 5, will be effective January 1). On December 5, 2010, Life Time received a request to place Ms. [redacted]'s membership on hold. Ms. [redacted]'s membership was placed on Standard Flex hold effective January 1, 2010.
I truly regret if there was any misunderstanding. With that said to be fair and consistent with the service delivered to our members, we have implemented consistent membership guidelines to provide a uniform experience. As such, I must respectfully decline Ms. [redacted]'s request to refund the four years of the Standard Flex hold membership dues paid to Life Time.
Ms. [redacted]'s membership was canceled on June 2, 2015, and is pending termination for June 30, 2015. There will be no further attempts to collect any further dues. When Ms. [redacted] visited the club on June 2, 2015, she stated to the Life Time employee that she canceled the membership sometime last year by dropping off a letter since the Aquatics Department would not return her call to schedule her children lessons in August. Ms. [redacted] also stated she did not know who she spoke with when dropping off the letter or when she dropped off the letter. While I recognize that Ms. [redacted] may not agree with this decision, I do hope that she understands it has been made out of fairness to all Life Time members.
Above all, we thank Ms. [redacted] for allowing Life Time the opportunity to provide a response to his concerns. To this end, we trust that this matter will be considered closed by your office. If you have any questions please feel free to contact me directly.
Sincerely,
Dustin O.
Member Relations
[email protected]

Mr. [redacted]Revdex.com of Minnesota and North Dakota2706 Gannon RoadSaint Paul, MN 55116Re: Mr. [redacted]Complaint ID: [redacted]Dear Mr. [redacted],I received your email dated Friday, April 29, 2016 in the response to the Revdex.com regarding the first matter Mr. [redacted] brought to our attention regarding billing for Personal Training product. I thank Mr. [redacted] for another opportunity to respond to his complaint.As stated in the previous response, [redacted] is willing to assist in servicing Mr. [redacted]’s final training session should he choose to do so. We ask that Mr. [redacted] reaches out to [redacted] for further assistance, or Mr. [redacted] is welcome to reach out to [redacted]’s Manager, [redacted] to try to schedule the session through another trainer.  It has also been brought to my attention that this issue originally began when Mr. [redacted] no showed his final PT session without providing a proper 24 hour notice, which means that the session could have been tracked as used by his trainer at that time.  As addressed previously with the prior Personal Training Manager, [redacted], Life Time is allowing Mr. [redacted] to still use the final training session if he chooses to do so. I apologize for the frustration due the lack of follow through and canceled appointments on Life Time’s behalf, but I can assure you that [redacted] and [redacted]’ will continue to be the point of contact for Mr. [redacted] should wish to take advantage of his final personal training session.Above all, we thank Mr. [redacted] for his prior patronage and allowing Life Time the opportunity to respond to his concerns.  To this end, we trust that this matter will be considered closed by your office.  If I may be of additional assistance, please feel free to contact me. Sincerely,[redacted].Life Time FitnessMember [email protected]

Initial Business Response /* (1000, 5, 2015/10/23) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Ms. [redacted]
Case # [redacted]
Dear Mr. [redacted],
I received your email dated Thursday, October 15, 2015 containing a...

complaint filed with your office by Ms. [redacted] regarding status of her Life Time Fitness membership. We appreciate Ms. [redacted] reaching out so that we could further address her concerns.

In response to Ms. [redacted]'s concerns, Life Time Fitness has long set a standard in the health and fitness industry for the best facilities, programs, services, and value. Relative to other business tactics this industry has seen over the decades, we set ourselves apart when we launched in 1992. Both then and today, we have applied a consistent approach to membership policies for all members as opposed to a free-wheeling process that awards the individual who negotiates well with the best deal. Such practices are not sustainable or consistent with what we believe to be good business practice or consumer friendly.
We believe in earning each member's business through a continued commitment to deliver an unparalleled experience and value. In keeping with this philosophy, our cancellation policy has been structured to provide members with a monthly membership termination opportunity, as well as an option to place the membership on a $10.00 monthly hold membership.

Additionally, the General Terms Agreement states that all cancellation requires written termination notice by the end of the month in order for the termination to be effective on the last day of the following month (e.g., written notice received by Life Time Fitness between May 1 and May 31 will be effective June 30). I have attached a copy of Ms. [redacted]'s agreement for reference.

Upon reviewing Ms. [redacted]'s membership, Life Time has no record of a cancellation request received at this time. Life Time received a request to place Ms. [redacted]'s membership on hold in July 2012. Also to clarify, Life Time has never charged a cancellation fee so I apologize for any misunderstanding that Ms. [redacted] had regarding the terms of her membership. Life Time respectfully declines in processing a refund per our review of Ms. [redacted]'s membership. As a customer service gesture, Life Time will accept this written complaint as a written request to terminate Ms. [redacted]'s membership with Life Time Fitness. Ms. [redacted]'s membership will cancel effective November 30, 2015 per our standard cancellation policy. Ms. [redacted] will receive a confirmation email of the termination agreement for her records at the email address [redacted]@msn.com.

Above all, we thank Ms. [redacted] for her patronage and allowing Life Time Fitness the opportunity to respond to her concerns. Life Time apologizes for any misunderstanding and frustration regarding the cancellation policy. To this end, we trust that this matter will be considered closed by your office. If I may be of additional assistance, please feel free to contact me.
Sincerely,
Dustin O.
Member Relations
[email protected]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
RE: Also to clarify, Life Time has never charged a cancellation fee so I apologize for any misunderstanding that Ms. [redacted] had regarding the terms of her membership.
When I spoke with someone on the day the membership was "placed on hold", I was told that I could either go into the office to cancel and pay a cancellation (or early termination) fee or I could pay the $10.73 amount over the next 12 months. The $10.73 per month was cheaper than the cancellation fee so that is what I agreed upon. I decided to contact the Revdex.com because there was no resolution over the phone and I was curious to see how many other people this has happened to and would appreciate a refund. The membership agreement is the legal document but I feel like the membership representatives should be held to the same standards. By reading through other complaints regarding termination, it seems like there are multiple instances of "miscommunication". All I'm asking for is a refund of the money I paid out for this "misunderstanding".
Final Business Response /* (4000, 9, 2015/11/02) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Ms. [redacted]
Case # [redacted]
Dear Mr. [redacted],
I received your email dated Friday, October 23, 2015 containing a response filed with your office by Ms. [redacted] regarding status of her Life Time Fitness membership, and the refund being requested.

On behalf of Life Time Fitness, I thank Ms. [redacted] for another opportunity to address her concerns and apologize that the membership terms and conditions did not meet Ms. [redacted]'s expectations. Again, Life Time Fitness respects that there are countless situations which pose special circumstances to our members across the country and as such, we have implemented consistent membership guidelines to provide a uniform member experience throughout our 115 club locations.

While it is never our intent to fall short of our member's expectations, I regret that we are unable to accommodate Ms. [redacted]'s request to refund monthly dues collected. As stated in the prior response, Ms. [redacted]'s membership is canceling effective November 30, 2015. Ms. [redacted] has been provided a confirmation email of the termination agreement for her records at the email address [redacted]@msn.com.

I thank Ms. [redacted] for the opportunity respond to her concern. To this end, we trust that this matter will be considered closed by your office. If I may be of additional assistance, please feel free to contact me.
Sincerely,
Dustin O.
Member Relations
[email protected]

For reference we have attached is the entire email exchange that Life Time has from November 27, 2016.  Life Time went above and beyond to assist Mr. [redacted] with a cancellation for his own membership at that time.  Nothing was mentioned to terminate Ms. [redacted]' membership per the email exchange that occurred.  Life Time has a standard cancellation process outlined in the General Terms Agreement so there is no miscommunication.  Those terms are to cancel at a club location or via certified mail.  As you can see from the attached documentation, Mr. [redacted] did not take the time to complete an appropriate cancellation for Ms. [redacted] membership.  Therefore, Life Time respectfully declines processing a further refund.  Life Time already honored to process a refund for August membership dues for Ms. [redacted]' membership on August 4th, and no further billing will occur.  We also confirm the cancellation of Ms. [redacted]' membership has been processed.We thank Mr. [redacted] for the opportunity to respond to his concerns, and are sorry for the frustration this has caused.  To this end, we trust that this matter will be considered closed by your office. In health, Dustin O.Member Relations

Response attached

Initial Business Response /* (1000, 5, 2015/09/11) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Dr. [redacted]
Case # [redacted]
Dear Mr. [redacted],
I received your email dated Tuesday, September 8, 2015 containing a...

complaint filed with your office by Dr. [redacted] regarding the Life Time Fitness cancellation and billing. We appreciate Dr. [redacted] reaching out so that we could further address her concerns.

In response to Dr. [redacted]'s concerns, we believe in earning each member's business through a continued commitment to deliver an unparalleled experience and value. In keeping with this philosophy, our cancellation policy has been structured to provide members with a monthly membership termination opportunity, as well as an option to place the membership on a hold membership. Dr. [redacted] signed to place her membership on Standard Flex, "hold", on September 5, 2012, and the membership has remained on hold since. For reference, I have included a copy of the Standard Flex Agreement.
Additionally, the General Terms Agreement states that all cancellation requires written termination notice by the end of the month in order for the termination to be effective on the last day of the following month (e.g., written notice received by Life Time Fitness between May 1 and May 31 will be effective June 30). For reference, I have attached a copy of Dr. [redacted]'s General Terms Agreement.

Upon reviewing Dr. [redacted]'s membership, Life Time has record of the payment of $45, and cancellation request submitted on August 2, 2015. On behalf of Life Time, we apologize for the miscommunication and mishandling of Dr. [redacted]'s cancellation request. Life Time did process an immediate termination as of September 3, 2015 when Dr. [redacted] spoke with a manager at the Scottsdale location. Also Life Time has removed the $15 in which Dr. [redacted] was notified about on September 2, 2015, via a past due email.
While it is never our intent to fall short of our member's expectations, I regret that we are unable to accommodate Dr. [redacted]'s refund request. Life Time again apologizes for any confusion, miscommunication, and frustration regarding the cancellation policy.
Above all, we thank Dr. [redacted] for her patronage and allowing Life Time Fitness the opportunity to respond to her concerns. To this end, we trust that this matter will be considered closed by your office. If I may be of additional assistance, please feel free to contact me.
Sincerely,
Dustin O.
Member Relations
[email protected]

This issue was resolved on October 18, 2017 per a conversation that Mrs. [redacted] had with a Member Relations Associate.  Life Time considers this complaint closed based upon the resolution provided.Dustin O.Member Relations

Final Consumer Response /* (2000, 6, 2016/03/23) */
Lifetime GM contacted me, and issue has been resolved.

I am rejecting this response because: Their continued billing and refusal to cease after proper cancellation is fraudulent. The initial agreement that was signed was a month to month plan and cancellation only required a 30 day notice which was given to them August 2016. Their failure to process the cancellation is a failure of their either their administrative process or refusal to do so in order to inflate their membership numbers. I have called and emailed countless times, I have not returned to the facility, have not used the membership services nor received any benefit from them since the original cancellation. Lifetime has refused to accept responsibility for their failure to comply to their own policies and procedures and process the termination of membership that was requested 08/2016. Lifetime needs to cease all future charges and nullify any outstanding billings since that date.