Life Time Fitness Inc

Mr. [redacted]Revdex.com of Minnesota and North Dakota2706 Gannon RoadSaint Paul, MN 55116Re: Mr. [redacted]Complaint # [redacted]Dear Mr. [redacted],I received your email dated Thursday, May 5, 2016 containing a complaint filed with your office by Mr. [redacted] regarding the billing of his...

Life Time membership and the access that the membership allows.  We appreciate Mr. [redacted] for submitting a complaint so that we could address his questions further.In response to Mr. [redacted]’s specific concerns, Life Time 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.  I have contacted Mr. [redacted] at ###-###-#### and left him a message to reach out to me regarding his membership options moving forward.  I apologize for any confusion regarding the membership options available.  Again, Mr. [redacted] reach out to me at ###-###-####.  I look forward to Mr. [redacted]’s return call so we can address the issue further. Sincerely,Dustin O.Member [email protected]

Mr. [redacted] Revdex.com of Minnesota and North Dakota 2706 Gannon Road Saint Paul, MN 55116 Re: Ms. [redacted] Complaint ID #: [redacted] Dear Mr....

[redacted],                                  �...⇄ I received the complaint dated Monday, April 4, 2016 containing a complaint filed with your office by Ms. [redacted] regarding the 14 day cancellation of his Life Time membership. Upon reviewing Ms. [redacted]’s membership, Life Time’s Member Relations Manager, [redacted], spoke with Ms. [redacted] on April 4, 2016 and then proceeded to reach out to the local club to address the issue further.  [redacted] had to research the issue further as Ms. [redacted] had been a prior member in the past, which means that Ms. [redacted] would not qualify for a money back cancellation.  On April 5, 2016, Life Time processed a 14 day money back refund in the amount of $303.97 after [redacted] and the local club came to an agreement to resolve the issue.  Ms. [redacted] can expect the refund to post back to her bank account within 3-5 business days from the date it was processed. We apologize for any misleading information Ms. [redacted] was promised at the time of starting his membership, and the frustration with resolving this issue.  We hope that Ms. [redacted] will rejoin at Life Time sometime in the future. Above all, we thank Ms. [redacted] allowing Life Time 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, [redacted] O. Member Relations [email protected]

Response attached along with documentation.

Ms. [redacted]Revdex.com of Minnesota and North Dakota2706 Gannon RoadSaint Paul, MN 55116 Re: Ms. [redacted]Complaint ID [redacted] Dear Ms. [redacted],I received your email dated Wednesday, September 28, 2016, containing a reply by Ms. [redacted] regarding the status of her Life Time membership status as described in the initial response to the Revdex.com.On behalf of Life Time Fitness, I thank Ms. [redacted] for another opportunity to address her concerns and apologize that the membership did not meet Ms. [redacted]’ 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 billing guidelines to provide a uniform member experience throughout our 115 club locations. By way of background, Life Time Fitness’ attempts to automatically collected dues from all members on the first of each month, for the current month of membership dues owed.  We attempt to process the monthly dues through the form of payment the member places on file for their Monthly Payment Method.  Life Time collects monthly dues through an Electronic Funds Transfer with our payment processor and the member’s bank account.  To clarify, Jake does have authorization working in the delinquent collections department at our corporate office to offer a onetime payment plan as a member services gesture.  Unfortunately the payment plan was not fulfilled by Ms. [redacted], and the past due balance owed was collected per the terms of the membership agreement. Again, the General Terms Agreement states in the MEMBERSHIP FEES PAYMENT, STATUS CHANGES AND REFUND AUTHORIZATION section: “I authorize Life Time Fitness or its agents on its behalf to, depending on my method chosen, automatically and without notice charge my designated credit/debit card or draft from my designated checking/savings account (together, "EFT"), for this membership's Joining Fees and first month's Membership Dues on the date of my enrollment, and on a monthly basis thereafter for any and all amounts due and owing to Life Time Fitness, including my then-current month's Membership Dues, any outstanding portions of my Joining Fees or Membership Dues, any Experience Life fees, any fees for Life Time Fitness services or products, any late fees, any collection costs, and payments that I, anyone on this membership, or any guests under this membership owe for the submission of invalid payment instruments.” Unfortunately, Life Time will not be able to issue a refund based on the information provided in our response today.  We are sorry for the frustration this has caused.  Above all, we thank Ms. [redacted] for her prior patronage and allowing Life Time the opportunity to respond to his concerns.  If I may be of additional assistance, please feel free to contact me. Sincerely, Dustin O.Member [email protected]

Initial Business Response /* (1000, 5, 2015/07/23) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Miss [redacted]
Case # [redacted]
Dear Mr. [redacted],
I received your email dated Thursday, July 16, 2014 containing a...

complaint filed with your office by Miss [redacted] regarding the Life Time Fitness cancellation process required to terminate. We appreciate Miss [redacted] reaching out so that we could further address her concerns.

In response to Miss [redacted]' 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 hold membership called Life Time Health.
Additionally, the General Terms Agreement states that all cancellation requires written termination notice, which requires a 30 day advance written notice to terminate (e.g., written notice received by Life Time Fitness on January 15, will terminate on the membership effective February 14). I have attached a copy of Miss [redacted]' agreement completed at the time of joining.

Upon reviewing Miss [redacted]' membership, Life Time has no record of any cancellation prior to the cancellation letter received at the club and postmarked, July 13, 2015. Per the cancellation policy, Miss [redacted] membership is pending termination for August 12, 2015. Life Time originally received a request from Miss [redacted] on January 25, 2015 to downgrade the membership to our Life Time Health "hold" membership. I have attached the Life Time Health Agreement for reference.
On May 12, 2015, a Life Time team member contacted Miss [redacted] to update the payment form on Miss [redacted] membership. Miss [redacted] provided her updated billing information and made a payment of $10.00 for May dues. Life Time explained to Miss [redacted] on that date the two options if she wished to terminate her membership. Miss [redacted] stated to the Life Time team member that she would send a certified letter to cancel, which Life Time did not receive until July 13, 2015. Life Time apologizes for any confusion, miscommunication, and frustration regarding the cancellation policy.
Above all, we thank Miss [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]
Initial Consumer Rebuttal /* (3000, 12, 2015/09/08) */
This case has been closed because LifeTime LIED to the Revdex.com, telling them that they cancelled my membership in July. I just logged into the online portal of my credit card and was charged again. Please re-open this case as I REFUSE to continue paying for a gym membership that I have not gone to in 6 months. They need to find someone who doesn't check any financial statements. I check everything. Sorry.
Final Business Response /* (4000, 14, 2015/09/09) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Miss [redacted]
Case # [redacted]
Dear Mr. [redacted],
I received your email dated Tuesday, September 8, 2015 containing a complaint that has been re-opened with your office by Miss [redacted] regarding the Life Time Fitness cancellation request received and processed. We appreciate Miss [redacted] reaching again out so that we could further address her concerns.

Upon reviewing Miss [redacted]' membership, Life Time has no record of any cancellation prior to the cancellation letter received at the club and postmarked, July 13, 2015. Per the cancellation policy, Miss [redacted] membership is pending termination for August 12, 2015. I have attached the Termination Agreement for reference.
On May 12, 2015, a Life Time team member contacted Miss [redacted] to update the payment form on Miss [redacted] membership. Miss [redacted] provided her updated billing information and made a payment of $10.00 for May dues. Life Time explained to Miss [redacted] on that date the two options if she wished to terminate her membership. Miss [redacted] stated to the Life Time team member that she would send a certified letter to cancel, which Life Time did not receive until July 13, 2015.

Ms. [redacted] owed Life Time monthly dues for June, July, and prorated August, totaling $23.87. Life Time collected the delinquent monthly dues owed for June, July, and prorated August membership dues on August 28, 2015. Ms. [redacted] membership has been terminated since August 12, 2015, and now has a zero balance owed. Life Time apologizes for any confusion and frustration regarding the cancellation policy.
Above all, we thank Miss [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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.I appreciate that LifeTime Fitness has fixed the issue I had. In the future, I would suggest they have clearer information posted regarding the details to obtain the LT Bucks and communicate with the Lasik Plus personnel more effectively to indicate the stipulations to clients.-[redacted]

I am rejecting this response because:I have not made any deragotry comments to anyone. This is completely false information and is defamation of my character! I request a mediation of this issue. I have been a member for a long time and I'm friends with everyone that works there!

Initial Business Response /* (1000, 5, 2015/12/18) */
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, December 8, 2015, containing a...

complaint filed with your office by Mr. [redacted] regarding the cancellation of his family's Life Time membership, dues increases, and the offer to return to Life Time.
While Life Time strives to keep dues increases as small and infrequent as possible, they are necessary from time to time to ensure we are able to uphold the member experience. The recent increase ensures dues for our long term members continue to remain below that required of new members. We also remain highly committed to enhancing the value we provide to our members. For example, we have and continue to add new programs, services and value to our memberships in areas such as, the LifeCafe, LifeSpa, Kids Activities, Personal Training, and Member Advantage. I can assure you that Life Time has only executed two dues increases over the course of the past two years, as these are completed nationwide for all Life Time members on an annual basis. The most recent dues increase took effect on November 1, 2014, and November 1, 2015.
Upon reviewing Mr. [redacted]'s membership, the reason why the membership experienced an increase in October 2014 was due to adding a secondary member to his membership. On September 1, 2014, Mr. [redacted] added [redacted] to his Couple membership, which changed the membership to a Family membership. Then as of November 1, 2014, Mr. [redacted]'s membership experienced the nationwide dues increase. We apologize for any misunderstanding surrounding the increases.
To address Mr. [redacted]'s concerns regarding rejoining, we allow a member to return to Life Time within 30 days of their termination date, without any rejoining fees imposed. The offer that Mr. [redacted] received to reinstate the terminated membership in November expired on November 30th per the original termination date of October 31, 2015. For reference, I have included a copy of Mr. [redacted]'s Termination Agreement for reference, as it specifically states, "If I rejoin Life Time Fitness, I understand that joining fees will apply and that I will not be eligible for any money-back guarantee trial period."
Life Time 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.
Unfortunately Life Time is not able to honor any grandfathered pricing, nor any rejoining promotion without administrative fees. Any offer to rejoin Life Time would consist of the current joining promotions that apply to any new member joining today. Unfortunately, no other offers are being extended by the local Life Time or corporate office.
We apologize for the frustration with our dues increases and rejoining policy, but we must remain fair and equitable with our joining offers. 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]

Life Time apologizes for any frustrations regarding the downgrade process and any error that was made.  The local Manager at the Life Time Champions location assisted with a immediate downgrade, full refund for the $40 plus tax, and waived the $10 downgrade service fees to resolve this issue on...

October 2, 2017.  Life Time appreciates Mr. [redacted] for filing his complaint so we could address this issue further.Again, sorry for the frustration this caused.In health, Dustin O.Member [email protected]

Final Consumer Response /* (2000, 6, 2016/03/09) */
I would like to close this complaint. I worked it out with the business

I am rejecting this response because: Let this stand as my "written request" the membership should be under [redacted] from your Plano TX location.  There should not be a need to worry about "miscommunication" on cancelling as you are not providing us any service.  You are simply making it more difficult for us to stop the billing to my bank account when again you provide us with no service.  I have placed a stop payment for your debits through my bank, you changed the descriptor used to debit me.  We have now been issued multiple cards to avoid you having our credit card information.  Each time you use a service designed as a convenience (account updater) to continue fraudulently debiting my bank account.  I will not spend more time than I already have driving to a location so I can tell you the same thing as I have multiple times thus far.  We are not using your service, nor will we ever use your service again.

Initial Business Response /* (1000, 7, 2015/11/23) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: [redacted]
Case #[redacted]
Dear Mr. [redacted],
I received your email dated Friday, November 6, 2015 containing a...

complaint filed with your office by [redacted] regarding Personal Training services at Life Time.

It has been confirmed that [redacted] purchased one personal training session ($50), one nutritional session ($89), and a Women's Longevity and Vitality Premium Lab Test ($715). Life Time can provide the agreements that [redacted] agreed to purchase these services.
By way of background, the cancellation and refund policy states that members may obtain a refund of the amount they paid if the written notice of cancellation is received within 3 business days of the date they signed, or at any time before the first session is serviced. Once the first session has been serviced, they may cancel at any time; however, all payments made prior to cancelling are nonrefundable. [redacted] started using her personal training session on July 1, 2015. Also, [redacted] actually had scheduled times to complete the nutrition session and testing, however canceled those appointments and rescheduled them several times. Life Time did provide times for [redacted] to complete the services, but she did not take advantage of following through with her scheduled appointments. Life Time respectfully declines to process any refunds.
As a company built upon delivering an unsurpassed experience to all our members, I apologize if we have fallen short of this goal for [redacted]. Above all, we thank [redacted] for her patronage and allowing Life Time 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.
Life Time Fitness
Member Relations

Dear Ms. [redacted], We received your email dated November 7, 2017 containing a complaint filed with your office by Ms. [redacted] regarding the cancellation option with the Loyalty Agreement.  Life Time appreciates Ms. [redacted] submitting a complaint so that we can further...

address her concerns.  Upon reviewing Ms. [redacted]’s membership, Life Time has record that Ms. [redacted] signed up for a Loyalty (year) Membership Agreement on June 11, 2017, and did not sign up for a month to month membership.  When joining under a Loyalty Membership a member receives reduced joining fees, as well as reduced monthly membership dues.  For reference, we have included the General Terms Agreement for further clarifications. It is the responsibility of the member to understand the terms and conditions of the Loyalty contract should they choose a year membership agreement.  Life Time also provides our members a copy of their General Terms Agreement via email at the time of joining so they may review their Membership Agreement. On November 8, 2017, Life Time honored to terminate Ms. [redacted]’s membership effective immediately, and refunded November’s monthly dues in the amount of $87.47.  Life Time respectfully declines to process a refund for $260.46 as there is no documentation of a cancellation previously, nor a two month membership Agreement.  We apologize for the frustration this has caused. Above all, we thank Ms. [redacted] for allowing Life Time the opportunity to provide a response to her 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.  Sincerely,   Dustin O.Member Relations [email protected]

I am rejecting this response because:
I never signed this document! I have no idea where they got this from. I never went online to sign anything, once again 3 gentlemen came into my work place to sign us up.

This matter was already closed per previous response on 11/9/17.  Below are details of the resolution offered.  I have reviewed this refund as it was not properly processed previously so we apologize for the delay.  The refund was processed today (12/5/17) and will post back to Ms. [redacted] bank account in 2-5 business days. Ms. Carol AdelmannRevdex.com of Minnesota and North Dakota2706 Gannon RoadSaint Paul, MN 55116 Re: Dr. Denise FoleyComplaint ID 12478643 Dear Ms. Adelmann,                                   �...⇄ We received your email dated November 3, 2017 containing a complaint filed with your office by Dr. Denise Foley regarding the incident with her safety and the poor member experience.  We appreciate Dr. Foley for reaching out so that Life Time could address her concerns.Life Time apologizes that our club did not live up to Dr. Foley’s expectations, and we are sorry to see her cancel due to that.  Life Time has processed a refund in the amount of $122.23 for the final prorated dues for November, as Dr. Foley’s last visit to the club was on October 30, 2017.  The refund can take 2-5 business days to post back to Dr. Foley’s bank account due to bank processing guidelines.  Dr. Foley’s membership is pending termination for November 23, 2017, and no further charges will be assessed.Above all, we thank Dr. Foley for allowing Life Time 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 [email protected]

See attachment with our response.

Initial Business Response /* (1000, 5, 2015/05/12) */
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 Monday, May 4, 2015 containing a complaint...

filed with your office by Mr. [redacted] regarding the billing of his son's Life Time membership.
In response to Mr. [redacted]'s specific concerns, Life Time 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.
If Mr. [redacted] can please provide me the name of his son, I would be happy to look into this issue further. Unfortunately with the information provided in the initial complaint, I was unable to locate a membership for his son.
I look forward to Mr. [redacted]'s reply so we can address the issue further.
Sincerely,
[redacted]
Member Relations
[email protected]
Initial Consumer Rebuttal /* (3000, 7, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please see their response above ... how can they not "find" my son's name? (It is [redacted]) They charged my debit card for his membership! They are simply stalling. His membership was at the West County (St. Louis MO) facility.
Final Business Response /* (4000, 9, 2015/05/14) */
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 Monday, May 14, 2015 containing a complaint filed with your office by Mr. [redacted] regarding the billing of his son's Life Time membership. We appreciate Mr. [redacted] providing me his son's name so that we could address his concerns immediately.
By way of background, Life Time Fitness' General Terms Agreement states in the MEMBERSHIP FEES PAYMENT, STATUS CHANGES AND REFUND AUTHORIZATION section: "I authorize Life Time Fitness or its agents on its behalf to, depending on my method chosen, automatically and without notice charge my designated credit/debit card or draft from my designated checking/savings account (together, "EFT"), for this membership's Joining Fees and first month's Membership Dues on the date of my enrollment, and on a monthly basis thereafter for any and all amounts due and owing to Life Time Fitness, including my then-current month's Membership Dues, any outstanding portions of my Joining Fees or Membership Dues, any Experience Life fees, any fees for Life Time Fitness services or products, any late fees, any collection costs, and payments that I, anyone on this membership, or any guests under this membership owe for the submission of invalid payment instruments." I have included Mr. [redacted]'s General Terms Agreement for reference.
The General Terms Agreement also 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.
Additionally, the General Terms Agreement states that all cancellation requires written termination notice, which requires a 30 day advance written notice to terminate (e.g., written notice received by Life Time Fitness on January 15, will terminate on the membership effective February 14).

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] provided Life Time Fitness a proper cancellation request on March 31, 2015. The membership then terminated on April 30, 2015, per the cancellation policy outlined above and agreed upon in the General Terms Agreement. Unfortunately, Life Time respectfully declines a refund for April's monthly dues. We apologize for any frustration this has caused.
Above all, we thank Mr. [redacted] and his son for their 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,
[redacted]
Member Relations
[email protected]

Ms. [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 Friday, August 19, 2016 containing a complaint filed with your office by Mr. [redacted]...

regarding the balance owed to Life Time and the attempt to cancel the membership. By way of background, Life Time 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.  We believe that it is in the best interest of our members to have a receipt of cancellation to prevent any possible miscommunication.  Upon reviewing Mr. [redacted]’s membership, Life Time Fitness has record of a downgrade request on March 30, 2015 to change his family’s membership to the Life Time Health hold membership. While on Life Time Health, a member remains to have access to the online virtual benefits, such as online workout videos, myLTBucks$, speaking to a Health Coach, Member Advantage discounts for local and national business, and additional health and fitness content. Life Time has also received a cancellation request processed by the manager at his local club on July 27, 2015, which means the membership is pending termination on August 31, 2016 per the notice required to cancel.  The current balance on Mr. [redacted]’s membership is $21.66.  Life Time has removed that balance owed a member services gesture based on Mr. [redacted]’s family membership dating back to 2004.  We are sorry to hear that Mr. [redacted] and his family no longer wish to continue their membership.  Above all, we thank Mr. [redacted] for his prior patronage and allowing Life Time 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]

I am rejecting this response because: does not meet my solution

Response and documentation attached