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 12, 2016 containing a response 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, here is what was specifically told to Mr. [redacted] by the Sales Manager, Daniel [redacted].  “I let him know the dates of using his Life Time Health hold membership were to be used for Run Club, which is a program we offer to all members on Life Time Health hold since the program is facilitated outside of the Life Time club.  I did not inform him of free range and in fact mentioned that if he wanted to use it anymore outside of that he needed to remain active.”  Again this information has also been explained to Mr. [redacted] by the Member Services Manager, Tina [redacted].I apologize for any confusion regarding the membership options available.  Again, Mr. [redacted] reach out to me at ###-###-#### with any further questions.  To this end I trust that this matter will be considered closed by your office.  If you have any further questions you may contact me at your convenience. Sincerely,Dustin O.Member [email protected]

Initial Business Response /* (1000, 5, 2015/06/23) */
Revdex.com of Minnesota and North Dakota
Mr. [redacted]
2706 Gannon Road
Saint Paul, MN 55116
Re: Ms. [redacted]
Case #: [redacted]
Dear Mr. [redacted],
I received your email dated Monday, June 15, 2015 containing a...

complaint filed with your office by Ms. [redacted] regarding a refund request per her medical condition. We thank Ms. [redacted] for taking the time to file her complaint
First off, I apologize for the frustration that has occurred due to the $170.50 that drafted from her bank account. I can understand the frustration this is causing Ms. [redacted] as she works through the medical issues which she stated has caused her to not be able to use the club or pay for the membership dues.
Upon reviewing Ms. [redacted]'s complaint, I do see notes on Ms. [redacted]'s membership about prior communication as to why the membership dues were past due starting in May. Also there are notes from June 15, 2015 when Ms. [redacted] called inquiring about a refund. Ms. [redacted] was transferred to a Supervisor, Chris, and he returned her call within an hour; however Ms. [redacted] did not answer. Chris left a message for Ms. [redacted] to return his call, and from my knowledge has yet to do so.
I would be happy to assist Ms. [redacted] with a refund if she provides a physician's note for the specific portion of time she was unable to utilize the club, and will continue to be unable to utilize the club. Then if Ms. [redacted] wishes to continue her membership, we can place the membership on a Medical Freeze at no additional cost per month. The Medical Freeze would be effective through the date her physician states Ms. [redacted] would be unable to utilize the club. We hope that Ms. [redacted] will give Life Time another opportunity to earn her business when she is ready to return so that she can continue to achieve her health and fitness goals.
I look forward to Ms. [redacted]'s response so that I can assist her further. Most importantly, we wish Ms. [redacted] the best of luck with her health. Again, we are sorry for the additional frustration this issue has caused
If you have any further questions you may contact me at your convenience.
In health,
Dustin O.
Member Relations
[email protected]

Initial Business Response /* (1000, 5, 2015/04/23) */
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 Wednesday, April 15, 2015 containing a...

complaint filed with your office by Ms. [redacted] regarding a refund for Life Time Personal Training services. As a company built upon delivering an unsurpassed experience to all our members, I apologize that we have fallen short of this goal for Ms. [redacted].

It has been confirmed that Ms. [redacted] completed a cancellation request on April 6, 2015 with the personal training desk. Since Ms. [redacted] provided Life Time with the proper cancellation notice, rest assured that a full refund has been processed in the amount of $482.28. The refund can take 3-5 business days to post as a credit to Ms. [redacted]' bank account.
I apologize for any misunderstanding as the club canceled the reoccurring product per her cancellation form, but did not process the refund at that time since the cancellation form did not specify a refund request. I have also added a $25.00 credit towards Ms. [redacted]' May membership dues as a member services gesture for the added follow up needed to address this issue.
Above all, we thank Ms. [redacted] for her patronage and allowing Life Time the opportunity to respond to her concerns. We thank Ms. [redacted] for choosing to be a Life Time member, and again apologize for her poor experience.
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 Friday, November 11, 2016 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]’s expectations.   Life Time has the right to choose our policies and procedures we set forth for our members so that we can operate as a business.  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]’s decision to cancel his membership due to the price increase, Life Time Fitness chooses to uphold the cancellation terms outlined in the General Terms Agreement to be fair and consistent to all members.  Unfortunately, I can not speak to Mr. [redacted] conversation with another Life Time employee as I was not present for that conversation.  I apologize that our decision to uphold the standard cancellation terms has resulted in a negative experience for Mr. [redacted].  Again, Mr. [redacted]’s membership is terminating as of November 30, 2016 should he wish to use his membership. 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 [email protected]

Initial Business Response /* (1000, 5, 2015/07/24) */
Revdex.com of Minnesota and North Dakota
Mr. [redacted]
2706 Gannon Road
Saint Paul, MN 55116
Re: Mrs. [redacted]
Case #: [redacted]
Dear Mr. [redacted],
I received your email dated Tuesday, July 14, 2015 containing a...

complaint filed with your office by Mrs. [redacted] regarding her experience with [redacted] and the Lake Houston club. We thank Mrs. [redacted] for taking the time to share her experience with Life Time, so that we could address this with the management team at Lake Houston. We appreciate Mrs. [redacted] for taking this additional step.
Upon review Mrs. [redacted]'s membership, Member Relations did file a formal complaint regarding the incident on July 8, 2015 when she spoke with Suzie. I spoke with Mrs. [redacted] today on the phone regarding her experience to make sure the issue was properly addressed. Again, we appreciate Mrs. [redacted] bring this complaint to our attention.
To this end I trust that this matter will be considered closed by your office. If you have any further questions you may contact me at your convenience.
In health,
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 Tuesday, April 19, 2016 containing a complaint filed with your office by Mr. [redacted] Purse regarding the...

Personal Training services at Life Time, and the lack of follow through on behalf of the trainer.  We appreciate Mr. [redacted] submitting his complaint so that we could further address his concerns.By way of background, Life Time Fitness does not refund Personal Training sessions after their first session purchased in the package is utilized. 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. Therefore, Life Time respectfully declines to process any refunds.  Additionally, I have also reached out to the management team at the Lenexa Life Time to address the issue further.  If Mr. [redacted] wishes to complete the final training session, Life Time will honor Mr. [redacted] to schedule and complete the session.  Mr. [redacted] will need to reach out to [redacted] at ([redacted]) [redacted] to schedule his training session.  [redacted] has also reached out to Mr. [redacted] via email to try and coordinate a time to meet.Above all, we thank Mr. Purse 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]

Ms. [redacted] Revdex.com of Minnesota and North Dakota 2706 Gannon Road Saint Paul, MN 55116   Re: Mr. [redacted] Complaint ID: [redacted] Dear Ms. [redacted], We received your complaint dated May 19, 2017 containing a complaint filed with your office by Mr. [redacted] regarding...

the cancellation for his Life Time Membership.  We appreciate Mr. [redacted] for filing his complaint so that we may address his concerns further. 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 May 19, 2017.  We have attached a copy of the Termination Agreement for reference.  Life Time Fitness has honored to cancel the membership immediately since Mr. [redacted]’s membership dues were being paid in full by Medica via the Silver and Fit corporate partnership.  We apologize for any misunderstanding regarding the billing, but Mr. [redacted] has not paid anything and will not pay anything in the future.  The membership is terminated. 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]

I am rejecting this response because:your policy was not disclosed by your sales associate prior to the signatures and even after please refund our money I won't accept anything less then a full refund.

Initial Business Response /* (1000, 5, 2015/05/27) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
[redacted], ** XXXXX
Re: Mr. [redacted]
Case #XXXXXXXX
Dear Mr. [redacted]
I received your email dated Tuesday, May 19, 2015 containing a...

complaint filed with your office by Mr. [redacted] regarding the request for a money back cancellation of his Life Time membership.
Upon reviewing Mr. [redacted] membership it appears Life Time Fitness has been in contact with Mr. [redacted] regarding the cancellation and refund of his membership. On May 20, 2015, Mr. [redacted] membership was money back canceled with the full refund of $340.35 being processed. The refund has been processed and Mr. [redacted] can expect the refund to post to his bank account within 3-5 business days from the date it was processed. Life Time apologizes for any miscommunication or misunderstanding regarding issue, and is sorry for the delay in getting the issue resolved.
Above all, we thank Mr. [redacted] for his patience 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
[redacted]@lifetimefitness.com
Initial Consumer Rebuttal /* (2000, 7, 2015/05/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received my full refund. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].Obviously I'm not happy with their response but am certain LF will not issue a refund so pursuing further action through Revdex.com will be pointless for all parties.

I am rejecting this response because:
Dear Better Buisness Bureau,Thank you for reaching out to me as well as Lifetime Fitness on my behalf with respect to my complaint. I am rejecting the response from this buisness for the following reasons. Like I had mentioned to representatives at Lifetime Fitness, I was told that a written notification of termination would be suffice. I did mail in a notice of termination via USPS 30 days prior to my anticipated cancelation date. In reading their response, it is stated that a written notification of termination requires certified mail. This brings me to my second reason as to why I am rejecting Lifetimes response. When a consumer inquires with a buisness representative as to how to cancel a service it's reasonable to assume that the information you are receiving is correct in its entirety. In this case I was told to "just mail us a written notification of cancelling your membership". These are the words that I remember coming out of the Lifetime representatives mouth. I know I would have remembered if they had said "you need it to be sent by certified mail" because I rarely mail things with certified mail and this would have stuck out in my head. I believe in this case if an employee or representative does not know the stipulations of their own camelation policy then I do not beilve me as a consumer should be penalized for this. Above all, my membership was paid on a monthly basis via direct bill pay. I had no problem paying an organization for services rendered. However I do have a problem when an organization informs me on how to cancel a membership yet fails to recognize that there may have either been a miscommunication on their end or improper hadleing of my paper work (meaning they have lost my written notification) and now attempts to collect on a claim. I respect Lifetime Fitness for giving me a response however I do not agree with their set out resolution plan. Respectfully,[redacted]

Ms. [redacted]Revdex.com of Minnesota and North Dakota2706 Gannon RoadSaint Paul, MN 55116 Re: Mrs. [redacted]Complaint ID [redacted] Dear Ms. [redacted],We received your email dated October 20, 2017 containing a response complaint filed...

with your office by Mrs. [redacted] regarding the membership cancellation policy and the billing that has occurred.  We appreciate Mrs. [redacted] submitting a reply so that we could further address her concerns.We thank Mrs. [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 Mrs. [redacted]’s expectations.  Life Time encourages the letter to be sent via certified mail with proof of receipt required for the member’s records, however we do not require it. While I can empathize with Mrs. [redacted]’s decision to cancel her membership, Life Time Fitness chooses to uphold the cancellation terms outlined in the General Terms Agreement to be fair and consistent to all members.  We apologize that our decision to uphold the standard cancellation terms has resulted in a negative experience for Mrs. [redacted].  Again, Life Time respectfully declines to process a refund based on never receiving a proper cancellation as outlined in the General Terms Agreement.  The membership is now pending termination for October 31, 2017 per the offer Mark presented to resolve the balance. We thank Mrs. [redacted] for the opportunity to 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 [email protected]

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, March 8, 2016 containing a complaint filed with your office by Mr. [redacted] regarding...

the Life Time membership and the outstanding balance. We appreciate Mr. [redacted]'s outreach, and regret that the military freeze did not meet his expectations.

Life Time Fitness assisted in removing the entire past due balance on March 5, 2016 in the amount of $364.69, and canceled the membership immediately. We apologize that the membership change from medical freeze to an active membership did not go smoothly. Mr. [redacted]'s name is in good standing and there will be no further outreach regarding the prior membership.

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.

I am rejecting this response because: Lifetime fitness states "Ms. [redacted] paid $99.00 to resume the membership in good standing" Perhaps there was some miscommunication at that time however, there is no reason that I would...

have knowingly resumed a membership that could not be used in the future. It was my understanding that the discount was given because my son had already moved to PA and had not been using the membership and would not be able to in the future. Lifetime Fitness should be happy that they were paid any amount for a membership that could not be used instead of complaining that they received a discounted amount.Lifetime Fitness is clearly admitting that they knew back in October that Zachary had moved more than 25 miles from their service area (over 200 miles). They are also clearly saying that they knew he wished to cancel. The health club was notified again that we were under the assumption that the membership had ended when payment to them was rejected the first time. Following this rejection of payments I started to receive marketing calls to reinstate the membership. Lifetime fitness did not send a bill or attempt to collect again until I asked to be removed from their calling list. Lifetime fitness never let me know when I spoke to them that I could cancel in writing, only that I could come in person to cancel.I'm sorry that Lifetime fitness is obviously in such financial duress that they feel they need to collect for a contract that has ended, from a consumer that can no longer use their services but I am not in a position to waste my money on this.The right thing for Lifetime Fitness to do is to honor the fact that they have already received money past the monthly contract term and to end this,If they don't, then I hope this serves a warning to anyone who is considering securing a membership with them.[redacted]

Ms. [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 the complaint dated Friday, July 29, 2016 containing a complaint filed with your office by Mr....

[redacted] regarding the billing issue and cancelation of his membership with Life Time Fitness. Upon reviewing Mr. [redacted]’s membership, Life Time Fitness processed a refund for $239 on July 29th and canceled the membership immediately.   There will be no further charges from Life Time Fitness.  We apologize for any misunderstanding or miscommunication that occurred at the time of joining. Mr. [redacted] can expect to see the refund back into his bank account within 3 to 5 business days. Above all, we thank Mr. [redacted]’s for 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 Mr. [redacted],We received the complaint dated March 12, 2018 containing a complaint filed with your office by Mrs. [redacted] C [redacted] regarding the Life Time membership and the outstanding balance.  We appreciate Mrs. [redacted]’s outreach, so that we could further address the issue.Life...

Time has assisted in removing the entire past due balance of $206.00, and canceled the membership immediately as a member services gesture.  We apologize that the cancellation process did not as Mrs. [redacted] expected, but are glad we were able to resolve the issue today.  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.In health,Dustin O.Life Time Fitness, [email protected]

Initial Business Response /* (1000, 5, 2015/06/17) */
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 the complaint dated Monday, July 8, 2015 containing a...

complaint filed with your office by Mr. [redacted] regarding the request to place his membership on hold per a verbal request.
By way of background, Life Time Fitness' General Terms Agreement states that a member may downgrade their membership for any reason by providing advance written notice. Advance written notice is described as submitting a written request at a Life Time location, or by sending a written downgrade request via certified mail, return receipt requested. We believe that it is in the best interest of our members to have a receipt of the membership change request to prevent any possible miscommunication. Life Time does not accept downgrades verbally or via phone, fax or email.
Additionally, the General Terms Agreement states that a downgrade request requires written notice. Members will have active membership and pay for 30 days following the downgrade request. There is also a $10.00 Service Fee applied at the time of the downgrade request. (Ex: Downgrade received September 15, member will have an active membership through October 14 and pays prorated dues for October on October 1.) I have included Mr. [redacted]'s General Terms Agreement for reference.
Life Time respects that there are countless situations which pose special circumstances to our members across the country and may require a member to downgrade 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 which started on January 3, 2015, Life Time apologizes for any confusion and frustration regarding the downgrade policy outlined in the General Terms Agreement. Life Time has no record of Mr. [redacted]'s written request to downgrade his membership. Our Life Time team members are well trained in our processes to request membership changes, and would not have been taken verbally while the member was present in the club. Without record of whom Mr. [redacted] spoke with previously, or a specific date and time, Life Time respectfully declines processing a refund for the membership dues that have been collected. Life Time has been actively reaching out to Mr. [redacted] to address the delinquent membership, however there has been no follow up on behalf of Mr. [redacted]. We are sorry we are not able to honor a refund, and Mr. [redacted] continues to have access to the services in which he has paid for.
Above all, we thank Mr. [redacted] for his 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,
Dustin O.
Member Relations
[email protected]

Initial Business Response /* (1000, 5, 2015/06/10) */
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 Tuesday, June 2, 2015 containing a...

complaint filed with your office by Ms. [redacted] regarding the cancellation of her Life Time Membership, and a refund requested.
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 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 does not accept cancellations via phone, fax or email. I have included a copy of Ms. [redacted]'s signed General Terms Agreement for reference.
Additionally, the General Terms Agreement states that all cancellation requires written termination by notice. Member must cancel by the end of the current month in order for the following month to be their last month of active membership and dues owing. For example, a cancellation placed between June 1 and June 30, would be effectively canceled as of July 31.
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.
Upon reviewing Ms. [redacted]'s membership, Life Time apologizes for any misunderstanding or frustration regarding the cancellation of her membership with Life Time. Life Time does not have any record of a proper cancellation received from Ms. [redacted] prior to her conversion on June 1, 2015, in which the Member Services Department Head, Erika, assisted in processing her cancellation request via her complaint. I would like to add that Ms. [redacted] initially called Life Time Fitness Tempe prior to speaking with Ericka and spoke with the Member Services Lead, in which she stated that she had been attempting to cancel her membership for four months. Ms. [redacted] stated that she had sent the letter certified mail; however when the Member Services Lead asked if she could provide him a copy of the receipt, she became upset with our cancellation process. Ms. [redacted] then ended the conversation with them by stating she would be filing a complaint with the Revdex.com.
Again, Life Time Fitness has no record of a proper cancellation being submitted in the past, as well as we show Ms. [redacted] checked into the Tempe club three separate time in April 2015. We apologize for any frustration or misunderstanding Ms. [redacted] had when attempting to cancel the membership.
Finally, Life Time has assisted Ms. [redacted] with refunding her for June membership dues, as well as crediting her membership for the final month of membership dues for July. This member service gesture totals $238.22. Ms. [redacted] and her family will continue to have access to the Tempe Life Time through July 31, 2015. Life Time declines to process any further refunds based on the information presented by Ms. [redacted], and further review of her membership.

Above all, we thank Ms. [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.
Member Relations
[email protected]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not been to the Lifetime Fitness club in almost a year. My husband was in the hospital last year and I have been pregnant and sick with whooping cough since this February. I can assure you not I - nor anyone in my family - set foot in a LT fitness club in the last 6 months or more. We have been there less than 15 times in the ENTIRE length of our membership - which was 3 years. So, the club has collected $125/mo for all those years. I began calling to request cancellation in APRIL of 2014. I emailed our original sales person twice, explaining my husband's illness and hospitalization and that we could not use the membership NOR could I come in there to cancel, which is what he said I needed to do. He said nothing about sending a letter. I asked him to make an exception given our situation to cancel it via email or the phone conversation. I sent a letter then early this year since it was still not cancelled (I sent your local contact Erika a copy of this letter too via email) and then another letter a few weeks ago. They said NOTHING about these needing to be certified. You can see the entire history of our usage of the club and how infrequently we were there. I find it disgusting that a client asks for over a year to cancel due to medical reasons. The LT office DID cancel going forward but did not refund our month this month or any of hte past months I have paid. If this isn't resolved in some sort of satisfactory way, I have already contacted my bank about challenging the charges on my card. I involved with multiple networking groups, I plan to let them know as well about our experience with LIfetime. I can't believe it has even gotten to the point of having to file a Revdex.com report.
Final Business Response /* (4000, 9, 2015/06/19) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Mrs. [redacted]
Case # [redacted]
Dear Mr. [redacted],
I received your email dated Monday, June 15, 2015 containing a complaint filed with your office by Mrs. [redacted] regarding the cancellation of her Life Time Membership, and a refund requested, as described in the response to the Revdex.com regarding the first response to this matter.
I thank Mrs. [redacted] for another opportunity to address her 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 Mrs. [redacted]'s expectations. While I can empathize with Mrs. [redacted]'s decision to cancel their 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 Mrs. [redacted].

However, if Mrs. [redacted]'s can provide a written statement from her husband's physician outlining his illness, hospitalization, and specific length of time, Life Time Fitness is more than happy to readdress this complaint. Also, this applies to Mrs. [redacted]'s illness and pregnancy as well. If Mrs. [redacted]'s physician is able to provide the same details of her illness and pregnancy, we can also readdress the refund we would be able to assist them with. I look forward to assisting Mrs. [redacted] further once the proper documentation is provided to Life Time. Above all we wish Mrs. and Mr. [redacted] good health in the future.
We thank Mrs. [redacted] for another 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]
Final Consumer Response /* (3000, 11, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dustin does not address the lie made in the previous response about our attendance at the club - we did not set foot in the club this year, despite his claim we did multiple times in April when I was sickest. And I am not going to submit personal health records on a public forum, nor can they request and require these. I am contacting an attorney and my bank to resolve this. What kind of person would question someone who is asking for a refund....not of almost FOUR YEARS of dues paid when we came to the club less than 20 times (we paid over 4,000 in dues in this time) but asking for a refund for only a few months when both family members were ill and the company refused to honor multiple cancellation requests. Would you also like testimony from my child who had to watch her Dad taken away in an ambulance and to the ER time after time, and wonder where he was and if he would be ok when he was in the hospital after surgery for his third collapsed lung in two years? Or who couldn't be read to sleep by her mom for almost two months because she was sick in bed with whooping cough and pregnant at the same time. I work for three organizations, have a million other things on my plate to keep my job in the midst of all these health issues, I do not have time to chase down a company that chooses to LIE in a claim where the customer is respectfully asking for a simple and cheap remedy to their unresponsiveness. I will send the Revdex.com proof of the pregnancy, office visits, and multiple surgeries but they will NOT be posted in this forum. I am also going to be sharing this request and response in its entirety with our neighbors and friends who frequent Lifetime as well as on social media. Your response is offensive, disgusting, and horribly disrespectful to my family and what we have been through. ESPECIALLY since I had already shared these very personal things going on in our familyand with our health with the club salespeople and owner when contacting them multiple times over the last 6 months in email, letters and over the phone.

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

[redacted],                                  �...⇄ We received your email dated October 23, 2017 containing a complaint filed with your office by Mr. [redacted] regarding the 7 day cancellation for the Life Time membership. Upon reviewing Mr. [redacted]’s membership, Life Time has honored to process a 7 day money back refund in the amount of $734.96 today, and terminate the membership immediately.  The refund can take 3-5 business days to post back to the bank account due to processing guidelines with the banks.  We apologize for the lack of professionalism on behalf of Mr. Daniel [redacted], and are sorry for the inconvenience this has caused. Above all, we thank Mr. [redacted] for 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 O. Member Relations [email protected]

Response and Membership Agreement attached