Life Time Fitness Inc

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. In this matter, I want to clarify that the associate did not provide me with any details regarding the cancellation letter what should include the body of the letter. I have never done this before and the associates should be very well informed/ trained regarding the cancellation's requirements if the members are not in presence. If they have the option a member to cancel a membership thru a letter and a copy of a driver license and send these in the mail, they have to make sure that the member is familiar with the requirements/ details. Secondly, I sent the cancellation letter in the end of August, 2017 and Easton, Columbus, OH received the letter on September 1, 2017. They have to back up the cancellation effective October 01, 2017 as the requirement is 30 days notice. Again, the associate had not specified what should include the letter and the first time I called to cancel, they asked me for membership number and I said that I don't remember it, they found my information with providing my SSN. Anyway, everything is fine now but my recommendation for Lifetime Fitness is they to train well your associates with the cancellation's requirements and specifically what details the body of the cancellation letter should include when members are using the mail as an option to cancel their membership.

Response attached, along with a copy of the General Terms Agreement.

The most recent incident occurred on July 23rd in which a female Life Time employee stated Ms. [redacted] made derogatory sexual comments to her about her appearance.  Ms. [redacted] has also had previous warnings regarding her verbal communication and behaviors towards Life Time employees and members.  Ms. [redacted] may contact Kesha should she has further questions regarding the involuntary termination.

Initial Business Response /* (1000, 5, 2015/05/08) */
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, April 28, 2015 containing a...

complaint filed with your office by Mr. [redacted] regarding the billing and past due balance of his 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.
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 initial money back cancellation opportunity. Life Time Fitness' General Terms Agreement states, "I may terminate this membership for any reason during the first 14 days of membership and receive a refund of the Joining Fees and Membership Dues." I apologize about any misunderstanding; however, Life Time has never had a 90 day money back guarantee, and will not honor to refund any membership fees paid to date on Mr. [redacted]'s membership.
Additionally, 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." Since Mr. [redacted] did not pay in cash before the 1st of each month as he promised, the billing issues began and his frustration was taken out on the employees of Life Time Fitness. I have included Mr. [redacted]'s General Terms Agreement for reference.
Upon reviewing Mr. [redacted]'s membership, Life Time Fitness canceled his membership at the end of April due to non-payment with a balance owed in the amount of $465.75. Life Time has documentation that Mr. [redacted] verbally abused multiple Life Time team members, and therefore Life Time has involuntary terminated Mr. [redacted]'s membership for breaking the member code of conduct. Life Time also removed the balance owed, and Mr. [redacted] will never be allowed to rejoin a Life Time location. Life Time will also cease and desist all communication with Mr. [redacted].
If I may be of additional assistance, please feel free to contact me.
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.)
I was contacted by Life Time Fitness on February 2nd while I was at work with customers in my vehicle. When I received this call I was shocked and notified the person on the phone that I was at work and unable to speak.
The person on the phone asked me if I had a different card since they were unable to debit the card they had. I again told the person on the phone that they did not have my authorization to charge any card and since they kept disregarding my agreement with the General Manager that I would be canceling my services effective immediately.
The person on the phone told me that I couldn't cancel over the phone and attempted to forward me to someone else but I was not able to speak with them because again I was at work when they called.
The person that I spoke to when I first visited Life Time Fitness ([redacted]) basically scammed me. She told me that I had no membership that I would just have an agreement to try out the services for 90 days with a money back guarantee and that my card would only be kept on file but never charged.
I never received a copy of any cancellation policy or any membership agreement and therefore was not informed of my rights or my obligations to Life Time Fitness.
According to Mr. [redacted], I would have the right to choose the method of payment, and as I stated many time before that method would be cash and further that I did not authorize them to process my debit card.
Mr. [redacted] is claiming that I verbally abused members, but he doesn't define what I supposedly said. I would like to have a statement from each member about what I said to them so that I can forward this information to my attorney.
Mr. [redacted] also states that Life Time will cease and desist any and all communication to me, which I sincerely appreciate, however does not state whether or not he will be canceling the balance that they say I owe.
I would be infuriated if this account was sent to collections and I would do everything in my power including hiring an attorney to rectify this issue.
Based on the information from the Revdex.com, Life Time has at least 100 complaints filed against them for similar issues. Had I known of Life Time's policies, I would have never agreed to any trial... period.
I want something in writing confirming that any balance or any obligation owed will be canceled immediately without any adverse affect on my credit. I canceled my arrangement with Life Time Fitness in February.
P.S. I also received an email from Life Time Fitness on May 1st 2015 stating that my balance was $30.60 and they wanted to get my services back on track!
Final Business Response /* (4000, 9, 2015/05/20) */
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 Thursday, May 14, 2015 containing a reply by Mr. [redacted] regarding the billing and past due balance of his Life Time membership, as described in 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 the cancellation process did not meet Mr. [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, we have implemented consistent membership guidelines to provide a uniform member experience throughout our 115 club locations.
Based on Mr. [redacted]'s response, he seemed to have missed what I stated we were doing in regards to his membership balance owed, so I include that in the response again. Once again, upon reviewing Mr. [redacted]'s membership, Life Time Fitness canceled his membership at the end of April due to non-payment with a balance owed in the amount of $465.75. Life Time has documentation that Mr. [redacted] verbally abused multiple Life Time employees, and therefore Life Time has involuntary terminated Mr. [redacted]'s membership for breaking the member code of conduct. At this time, Life Time will not be releasing any statements from any of our employees that he verbally abused, as it is not necessary. Mr. [redacted] is aware of how he addressed them. Life Time also removed the balance owed, and Mr. [redacted] will not be allowed to rejoin a Life Time location. Again, there are no further offers to allow Mr. [redacted] to rejoin as a member with Life Time. Lastly, Life Time will also cease and desist all communication with Mr. [redacted].
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 Dakota 2706 Gannon Road Saint Paul, MN 55116   Re: Ms. [redacted] Complaint ID [redacted]  Dear Ms. [redacted], I received your email dated Wednesday, January 18, 2017 containing a reply by Ms. [redacted] regarding Life Time Fitness’ cancellation process as described in the response to the Revdex.com regarding the first response to this matter. On behalf of Life Time Fitness, I thank Ms. [redacted] for another opportunity to address his concerns and apologize 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, we have implemented consistent membership guidelines to provide a uniform member experience throughout our 118 club locations.   Therefore, a member must provide a written notice to cancel as outlined in the previous response, as the General Terms Agreement is a legally binding document outlining our billing and cancellation processes.  First off, we suggest Ms. [redacted] reaches out to the postal office in which she sent her certified mail once again, as they do keep copies of the receipt and are available upon request.  When sending certified mail, you either choose to receive the certified confirmation receipt via mail, or they you may also receive the certified confirmation receipt via email if requested to be sent electronically.  Also, we have included the postal services website for future clarification and questions Ms. [redacted] has regarding certified mail.  http://www.certified-mail-envelopes.com/ Additionally, Ms. [redacted] is unable to provide Life Time with the certified receipt, we suggest Ms. [redacted] completes a proper termination request at this time. While it is never our intent to fall short of our member’s expectations, I regret that we are unable to remove the balance owed due to never receiving a proper cancellation request to date.  There are three ways Ms. [redacted] can pay the balance and they are as follows; in person at any Life Time facility, or mailing in payment to the Old Orchard Life Time location, or by calling Member Relations at Life Time Fitness’ corporate office at ###-###-#### during the office hours of 8 a.m. and 8 p.m., central time, Monday through Friday.  Above all, we thank Ms. [redacted] for her 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 Relations [email protected]

Initial Business Response /* (1000, 5, 2016/02/05) */
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 Thursday, January 28, 2016 containing a...

complaint filed with your office by Mr. [redacted] regarding the attempts to cancel his Life Time Membership, and the current balance.
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 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). For reference, I have attached a copy of the original General Terms 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 yet to provide Life Time Fitness a proper cancellation request. Life Time has no record of Mr. [redacted] visiting the Target Center club on September 29, 2015, or any other check-ins at the club in September to complete a proper cancellation request. At that time, the membership is now suspended due to non-payment of monthly dues owed. We ask that Mr. [redacted] please submits a proper cancellation request if he no longer wishes to continue the membership. Also, Mr. [redacted] has placed a stop payment via his bank account so Life Time has not been able to collect the $318.30 owed for November, December, and January. There are three ways Mr. [redacted] can pay his balance and they are as follows: in person at any Life Time Fitness facility, or, mailing in payment to the Target Center Life Time Fitness, or, by calling Member Relations at Life Time Fitness' corporate office at [redacted] during the office hours of 8 a.m. and 8 p.m., central time, Monday through Friday.
Life Time respectfully declines to remove the past due balance owed without record of receiving a proper cancellation request at this time. Lastly, if Mr. [redacted] wishes to continue membership at this time, Life Time is offering to waive the full balance owed, with payment of prorated dues for February membership dues and an updated form of payment on file for Mr. [redacted]'s membership.
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 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 June 28, 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 process to terminate the membership did not meet his expectations.  Life Time Fitness has assisted in removing the entire past due balance on July 1, 2016 in the amount of $207.38, and canceled the membership immediately per the medical documentation provided to Life Time Fitness.  We apologize that the cancellation process and medical termination did not go smoothly, but are glad that Mr. [redacted] and his wife, Joyce, were able to get assistance from our Member Relations Department.  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 [email protected] Time Fitness, Inc.

We appreciate Mr. [redacted] for reaching out regarding the membership status and past due balance.  Life Time does not have any record of a downgrade request being submitted for his wife in 2016.  As a member services gesture due to Mr. [redacted] ongoing medical issues,...

Life Time has honored to cancel out the membership effective immediately and have waived the entire past due balance.  Nothing further is owed from Life Time and we will cease any further outreach via phone and email.In health, Dustin O.Member [email protected]

Initial Business Response /* (1000, 5, 2016/03/03) */
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 complaint dated February 26, 2016 containing a...

complaint filed with your office by Mr. [redacted] regarding the cancellation process required for his Life Time Membership. We appreciate Mr. [redacted] taking the time to file his complaint so that we could 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.
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 does not allow cancellation via phone, email, or fax.
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 Mr. [redacted]'s General Terms Agreement signed at the time of joining which outlines our cancellation process.
Upon reviewing Mr. [redacted]'s membership, Life Time does have record of Mr. [redacted] requesting to terminate his Life Time membership on January 26, 2016. For reference, I have attached Mr. [redacted]'s Termination Agreement for reference outlining the termination date of February 29, 2016. Mr. [redacted]'s membership has an outstanding balance of $20 for the months of January and February. We apologize for any confusion regarding our cancellation processes. Lastly, I have honored to remove the $20 balance as a member services gesture so there is no further payment owed to Life Time Fitness.
Above all, we thank Mr. [redacted] for his prior 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 Consumer Rebuttal /* (2000, 7, 2016/03/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate that Life Time took the time to resolve the issue. Just to clarify my point, during my numerous conversations with the stuff, nobody told/advised me that membership could be canceled by mail. All of the employees were insisting on me being personally present in order to cancel, no matter how inconvenient it was for me.

Response attached, along with copy of General Terms Agreement.

Response attached, along with documentation.

Dear Ms. [redacted], We received your email dated February 5, 2018, containing a complaint filed with your office by Dr. [redacted] M [redacted] regarding the dues increase to her Life Time membership.  We appreciate Dr. [redacted] for filing a complaint so we could further address her concerns. Life Time...

strives to keep dues increases as small and infrequent as possible, however they are necessary from time to time to ensure we are able to uphold the member experience.  Upon reviewing Dr. [redacted]’s membership, Life Time notified Dr. [redacted] of the dues increase on September 27, 2017, outlining that the change would take effect on November 1, 2017.  At that time it outlined that the dues would be increasing from $69 per month to $74 per month, plus tax if applicable.  We apologize for any misunderstanding surrounding the increases and any surprise that occurred.  Life Time will honor as a member services gesture to refund the $5 (plus tax) increase that occurred from November 2017 through February 2018.  The total refund processed today was $21.58, and it will post back to the credit card on file in 2-5 business days.  Additionally, we can confirm the membership is pending termination for February 28, 2018. Again, we apologize for the frustration with our dues increases and are sorry to see it caused Dr. [redacted] to cancel her 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. Member Relations [email protected]

Revdex.com:
I have reviewed the response of the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I would also like to thank Revdex.com for the seamless and rapid timeline in which my issue was resolved. I am however concerned that other consumers might experience the same degree of harassment from this particular business, that I experienced without knowledge of the rights as a consumer.  My intuition tells me that I am likely not the first consumer that has had an issue with this particular business, and I will likely not be the last.  My only hope is that Revdex.com continues to monitor the accounts receivables practices of this business in order to protect those consumers that might not be as knowledgeable of their rights.

Initial Business Response /* (1000, 5, 2015/11/05) */
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 Tuesday, October 27, 2015 containing a...

complaint filed with your office by Ms. [redacted] regarding a request to terminate and remove the balance owed per her medical condition. We thank Ms. [redacted] for taking the time to file her complaint
First off, I apologize for the frustration that 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]' complaint, I do see notes on Ms. [redacted]' membership about requesting to place the membership on medical freeze back on July 31, 2015. At that time Ms. [redacted] stated that she would provide Life Time with a doctor's note to suspend her membership, however Life Time has yet to receive a doctor's note from Ms. [redacted]. Also there are notes that multiple Life Time team members have spoken with Ms. [redacted] and explained what options she has to cancel the membership, as well as again explaining that we would need a doctor's note to either suspend the membership or cancel. On October 27, 2015, Ms. [redacted] stated to a team member that she has a copy of her cancellation request from July 31, 2015, but she has yet to provide that documentation to Life Time.
I would be happy to assist Ms. [redacted] further once she is able to provide a doctor's note for the specific portion of time she was unable to utilize the club, or the cancellation form from July 31st. Ms. [redacted] can submit the documentation by scanning it to [email protected] or by faxing it to [redacted]. I look forward to Ms. [redacted]' 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.
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.

In health,
Dustin O.
Member Relations
[email protected]
Initial Consumer Rebuttal /* (3000, 7, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This fitness company seems to just want to get money even if the person can not utilize the facility. I am a single parent and I have to pay for my medical bills myself. I do not have the money to pay for a gym membership I am not able to use due to the fact that I am sick. My doctor does not think it is any of lifetimes business to know whether or not I am telling the truth.
The office in Westminster has a copy of the health freeze and a copy of the cancellation which I state that while I am out I will only be getting 60 percent of my total income.
They do not care.
Final Business Response /* (4000, 9, 2015/11/17) */
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, November 9, 2015 containing a response filed with your office by Ms. [redacted] regarding a request to terminate and remove the balance owed per her medical condition. Again, we thank Ms. [redacted] for taking the time to respond to Life Time.
First off, Life Time has no documentation of a medical note from Ms. [redacted]' doctor stating that she has been unable to use the membership due to her medical condition. We are not asking for specifics regarding her medical illness, but rather a statement from Ms. [redacted]' doctor validating her illness and inability to use the Life Time club. On October 27, 2015, Ms. [redacted] canceled her Life Time membership which is pending termination for November 26, 2015. The current balance owed is $356.38.
Again, I would be happy to assist Ms. [redacted] further once she is able to provide a doctor's note for the specific portion of time she was unable to utilize the club, or the cancellation form dated July 31st. Ms. [redacted] can submit the documentation by scanning it to [email protected] or by faxing it to [redacted]. I look forward to assisting Ms. [redacted]' further once she has provided Life Time the documentation we are requesting.
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.

In health,
Dustin O.
Member Relations
[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 response to the initial 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 cancellation process did not meet his expectations.

Life Time Fitness has assisted in removing the entire past due balance in the amount of $219.61, and canceled the membership immediately. We are sorry for any misunderstanding or miscommunication on behalf of Life Time Fitness employees and Mr. [redacted]. Additionally, 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.
Member Relations
[email protected]

I am rejecting this response because: I can’t envision the trainers being professional now simply because management has informed them to do so. The validity of the training session was never in question. I tried multiple times to complete my training session, but my trainer either didn’t respond or cancelled without 24 hour notice. Since this has escalated to the point of me submitting a Revdex.com complaint, I don’t believe that attending a training session sponsored by the same individuals that I had to complain about would be a positive experience. I also question Lifetime’s personal training policy, which allows their trainers to not show up to scheduled sessions and cancel scheduled sessions without 24 hour notice, since this would be a violation of the their policy for the customers.

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, September 16, 2016 containing a complaint filed with your office by Mr. [redacted]...

regarding the Life Time membership and the outstanding balance.  We appreciate Mr. [redacted]’ outreach, and regret that the process to terminate the membership did not meet his expectations.  Life Time Fitness has assisted in removing the entire past due balance of $215.18, and canceled the membership immediately as a member services gesture.  We apologize that the cancellation process did not as Mr. [redacted] expected, but are glad that Mr. [redacted] was able to get assistance in resolving 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. Sincerely, Dustin [email protected] Time Fitness, Inc.

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

regarding status of the 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. It is clear that we have fell short in meeting Ms. [redacted]'s expectations. 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 Life Time Health hold membership.

Upon reviewing Ms. [redacted]'s membership, Life Time has no record of a cancellation request received at this time. However, Life Time has received a request to place Ms. [redacted]'s membership on the Life Time Health hold. For reference, I have included the Life Time Health Agreement Ms. [redacted]'s signed on February 13, 2016, which effectively placed Ms. [redacted]'s membership on hold as of March 15, 2016. This change request was the only change request received by Life Time Fitness to date. 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 Ms. [redacted]'s written complaint as a written request to terminate Ms. [redacted]'s membership with Life Time Fitness. Ms. [redacted]'s membership will cancel effective April 7, 2016 per the terms and conditions of the membership cancellation policy. Ms. [redacted]'s will receive a confirmation email of the Termination Agreement for her records at the email address [email protected], and I have also included a copy for reference.
Above all, we thank Ms. [redacted]'s for allowing Life Time Fitness the opportunity to respond to his concerns. Life Time apologizes for any frustration regarding the Life Time membership. 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]

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 the complaint dated October 11, 2016 containing a complaint filed with your office by Mr. [redacted] regarding...

the balance owed on his membership, and the cancellation policy at Life Time.  We thank Mr. [redacted] for taking the time to file his complaint so it could be addressed further.Life Time Fitness respects that there are countless situations which pose special circumstances to our members across the country, and 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 or downgrade their membership for any reason by giving advance written notice.  Advance written notice is described as submitting a request at a Life Time Fitness center, or by sending a written termination request certified mail return receipt requested stating that the member wishes to downgrade or terminate their membership.  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.Additionally, the General Terms Agreement states that all cancellation and downgrade requests require advance written notice.  Members maintain an active membership and pay for 30 days following the change request.  (ex: downgrade received September 15, member will have an active membership through October 14, and downgrades on October 15.)  I have attached Mr. [redacted]’s General Terms Agreement for reference. Upon reviewing Mr. [redacted]’s membership, Life Time Fitness has resolved this issue with Mr. [redacted] on October 13, 2016.  The membership has been terminated and the entire balance owed for $225.33 has been removed as a member service gesture.  Above all, we thank Mr. [redacted] for his patronage and allowing Life Time the opportunity to respond to his concerns.  We are sorry the membership did not work out for Mr. [redacted].  If I may be of additional assistance, please feel free to contact me. Sincerely, Dustin O.Member [email protected]

Initial Business Response /* (1000, 5, 2015/07/30) */
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 Thursday, July 23, 2014 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, Life Time has processed a 14 day money back refund in the amount of $322.83. Mr. [redacted] can expect the refund to post back to his bank account within 3-5 business days. We apologize for any misleading information Mr. [redacted] was promised 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 O.
Member Relations
[email protected]