Life Time Fitness Inc

Initial Business Response /* (1000, 5, 2016/02/26) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Ms. [redacted]
Case # [redacted]
Dear Mr. [redacted],
I received your email dated Friday, February 19, 2016 containing a...

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

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

Upon reviewing Ms. [redacted]'s membership, Life Time has no record of a cancellation request received at this time. However, Life Time received a request to place Ms. [redacted]'s membership on Life Time Health hold effectively as of April 1, 2016 per the signed Life Time Health Agreement signed on February 18, 2016. I have included a copy of Ms. [redacted]'s Life Time Health Agreement for reference. Life Time respectfully declines in processing a refund per our review of Ms. [redacted]'s membership.

Above all, we thank Ms. [redacted] for allowing Life Time Fitness the opportunity to respond to her 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]
Initial Consumer Rebuttal /* (3000, 7, 2016/02/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint is that I was ill and could not come in to cancel my membership for nearly 4 months. I want a refund of the 4 months I didn't use the club. I was finally able to cancel it last week. Please refund my membership fees for the last 4 months.
[redacted]
Final Business Response /* (4000, 9, 2016/03/03) */
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 Monday, February 29, 2016 containing a complaint filed with your office by Ms. [redacted] regarding the cancellation policy and status of the Life Time Fitness membership as described in the response to the Revdex.com regarding the first response to this matter.
Unfortunately without having a prior cancellation request, medical freeze, or Life Time Health hold request submitted on the membership, Life Time Fitness is not to honor a refund. While it is never our intent to fall short of our member's expectations, I regret that we are unable to accommodate Ms. [redacted]'s refund request.

Also after reviewing Ms. [redacted]'s membership once again as of March 3, 2016, Life Time has no record of a cancellation request received at this time. However, Life Time received a request to place Ms. [redacted]'s membership on Life Time Health hold effectively as of April 1, 2016 per the signed Life Time Health Agreement signed on February 18, 2016. This was also as stated in the previous response to the initial complaint.
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. We suggest that Ms. [redacted] takes the appropriate action to properly terminate the membership.

Above all, we thank Ms. [redacted] for allowing Life Time Fitness the opportunity to respond to her 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]

Initial Business Response /* (1000, 5, 2015/06/04) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Ms. [redacted]
Case # 57306601
Dear Mr. [redacted],
I received your email dated Tuesday, May 26, 2015 containing a...

complaint filed with your office by Ms. [redacted] regarding the terms of the Life Time membership and the outstanding balance. We appreciate Ms. [redacted]'s outreach, and regret that the cancellation process did not meet her expectations.
As Ms. [redacted] stated, Life Time Fitness did assist her in resolving her past due balance back in November 2014. At that time, Life Time removed 90% of her past due balance owed removing $224.88. Ms. [redacted] did take that offer, updated her billing information, and paid the $28.32. Life Time is going to honor to remove another $284.43 so that there is no longer a balance owed, and all further communication for the delinquent membership will cease. We apologized that we were not able to meet Ms. [redacted]'s expectations, and apologized for any misleading information she was provided at joining and throughout her membership. On April 3, 2015, Life Time received Ms. [redacted]'s written termination letter mailed to the corporate office, which terminated the membership effective April 30, 2015.
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,
[redacted]
[email protected]
Life Time Fitness, Inc.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although the response is only partially true, I do accept the final result.

Initial Business Response /* (1000, 5, 2016/02/26) */
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, February 19, 2016 containing a...

complaint filed with your office by [redacted] regarding the status of the Life Time membership, and the continued outreach about the delinquent membership. We appreciate Mr. [redacted] submitting the complaint so that we could further address his concerns.
Life Time Fitness respects that there are countless situations which pose special circumstances to our members across the country and may require a member to cancel their membership. As such, in the spirit of delivering best-in-class facilities, amenities and programming, we have implemented consistent membership guidelines to provide a uniform member experience.
By way of background, Life Time Fitness' General Terms Agreement states that a member may terminate the membership for any reason by giving advance written notice. Advance written notice is described as submitting a termination request at a Life Time 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 Mr. [redacted]'s General Terms Agreement for reference.
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).
Upon reviewing Mr. [redacted]'s membership, Life Time has no record of a cancellation submitted to Life Time per our standard cancellation policy. As a customer service gesture, we will accept this written complaint as a written request to terminate Mr. [redacted]'s membership, and it will terminate effectively on March 31, 2016. If Mr. [redacted]'s can provide proof of a prior cancellation request, Life Time is more than happy to readdress this complaint. The balance on Mr. [redacted]'s membership is currently $214.50 owed for January and February's monthly dues and late fees. There are three ways Mr. [redacted] can pay his balance and they are as follows; in person at any Life Time facility, or, mailing in payment to the Centreville Life Time location, 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.

Above all, we thank Mr. [redacted] for his prior patronage and 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 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],   We received your email dated Thursday, January 19, 2017 containing a complaint filed with your...

office by Ms. [redacted] regarding the cancellation option with the Loyalty Agreement for Ms. [redacted]’s Life Time membership.  We appreciate Ms. [redacted] for submitting her complaint so that we could address her concerns further.   In response to Ms. [redacted]’s 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.   Upon reviewing Ms. [redacted]’s membership, Life Time has record of Ms. [redacted] signing up for the year Loyalty membership via the online join link.  For reference, we have included Ms. [redacted]’s General Terms Agreement for further clarification.   As a member services gesture, Life Time has explained to Ms. [redacted] multiple times that she must provide Life Time with some proof of relocation should she wish to terminate the Loyalty contract immediately.  Once we receive the documentation, Life Time would be glad to process the immediate termination.  Also if need be, a refund for the current month prorated dues would be honored based on the date in which Ms. [redacted] is able to provide us the documentation. Again, if Ms. [redacted] is able to provide us proof of relocation (lease, mortgage, driver’s license, or bank statement), Life Time is able to assist in canceling the membership immediately.  Ms. [redacted] can submit that documentation to our fax at ###-###-#### or by emailing it to [email protected], attention “Dustin”. 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]

Initial Business Response /* (1000, 5, 2015/11/23) */
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 the complaint dated Friday, November 13, 2015 containing a...

complaint filed with your office by Mrs. [redacted] regarding the billing and balance collected from her Life Time membership.
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 General Terms Agreement for reference.
Additionally, the General Terms Agreement states that all cancellation requires written termination by notice. Members will have active membership and pay for 30 days following cancellation receipt. (ex: cancellation received September 15, member will have an active membership through October 14 and pays 14 days of October on October 1.)
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."
Upon reviewing Mrs. [redacted]'s membership, Life Time Fitness has never received a proper written cancellation request. Life Time collected $364.84 on November 12, 2015, for the past due balance owed from prior months of being delinquent on payment. Unfortunately Life Time respectfully declines any refund for monthly dues owed per the General Terms Agreement of Mrs. [redacted]'s membership. Mrs. [redacted]'s membership continues to remain active, so we suggest that Mrs. [redacted] submits the proper cancellation request if she no longer wishes to continue the membership.
Above all, we thank Mrs. [redacted] for her 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this is NOT a satisfactory resolution.The poor customer service is still "readable" in the response, "we understand but we don't...

care".So I just give up, I will pay for the monthnthat I will not use. Thanks Revdex.com for the assistance I realky appreciate your efforts

Initial Business Response /* (1000, 5, 2015/12/10) */
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 Tuesday, December 1, 2015 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 had no record of a proper cancellation request for his membership or any documentation in the membership notes. Life Time does have documentation of emailing with Mr. [redacted] on October 14, 2015 when Life Time reached out to Mr. [redacted] about the past due balance owed for October's membership dues. Mr. [redacted]'s response was, "This is no problem. I called in to cancel my subscription anyway, so it's good if the payment was not drafted. Please continue to cancel my agreement officially so that nobody at Lifetime will continue to think I'm a member. Thank you!" Life Time kindly offered Mr. [redacted] a 50% delinquent balance reduction offer on November 30, 2015 and Mr. [redacted] accepted. Life Time waived $85.90, while Mr. [redacted] updated his form of payment for his membership, and paid off the $85.91. Currently, Mr. [redacted]'s membership remains active.
Above all, we thank Mr. [redacted] for his 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]

Life Time has record of a cancellation submitted for Mr. [redacted] on November 28, 2016, however Mr. [redacted]'s wife is no on his membership.  On November 28, 2016, Life Time honored an email cancellation as a member services gesture.  There was nothing mentioned about canceling his...

wife's separate membership.  Additionally, we are not able to find Mr. [redacted]'s wife's membership based on the information he has provided.  For reference, attached is a copy of Mr. [redacted]'s General Terms Agreement, along with the Termination Agreement.We suggest that Mr. [redacted]'s wife provides the proper cancellation notice required per the General Terms Agreement for her membership.  She may cancel the membership at any Life Time location, or else mail a cancellation letter to the Life Time club.  If mailing a cancellation letter, we suggest sending it certified mail so she has a tracking receipt.  The letter should include her name, member number, and request to cancel.Life Time respectfully declines processing a refund.In health, Dustin O.Member [email protected]

Initial Business Response /* (1000, 5, 2015/04/28) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Mr. [redacted]
Case # [redacted]
Dear Mr. [redacted],
I received your email dated Wednesday, April 22, 2015 containing a...

complaint filed with your office by Mr. [redacted] regarding the cancellation of his membership with Life Time.
By way of background, Life Time has long been committed to the notion of requiring no long-term membership obligations. We believe in earning each member's business through a continued commitment to deliver an unparalleled experience and value. In keeping with this philosophy, our membership change process has been structured to provide members with a monthly membership change opportunity to the Standard Flex "hold" membership rather than canceling.
As standard operating procedure, Life Time requires written notice by the end of the month in order for a change to be effective on the last day of the following month (e.g., written notice received by Life Time between January 1 and January 31 will be effective February 28). On June 4, 2012, Mr. [redacted] signed the Life Time Standard Flex Agreement to place his membership on Standard Flex effective August 1, 2012, rather than canceling his membership. I have included a copy of the Standard Flex Agreement signed on June 4, 2012 for reference.
Life Time takes several steps to ensure the membership change is communicated with our members. On June 4, 2012 Mr. [redacted] received an email at [redacted]@gmail.com regarding the change to his membership with Life Time. It is standard operating procedure to inform members of the information in person as well.
I truly regret if there was any issue with the delivery of the messages, and with that said Life Time respects that there are countless conditions which pose special circumstances to our members across the country. To be fair and consistent with the service delivered to our members, we have implemented consistent membership guidelines to provide a uniform experience. As such, I must respectfully decline Mr. [redacted]' request to refund the 30 months of the Standard Flex membership dues paid to Life Time.
As a member service gesture, I will apply a credit to Mr. [redacted]' membership for the current month of April, and credit May's dues so that Mr. [redacted] does not receive any further delinquent communication or billing from Life Time Fitness. I have included a copy of Mr. [redacted]' Termination Agreement as well for reference.
While I recognize that Mr. [redacted] may not agree with this decision, I do hope that he understands it has been made out of fairness to all Life Time members. Above all, we thank Mr. [redacted] for allowing Life Time the opportunity to provide a response to his concerns. To this end, we trust that this matter will be considered closed by your office. If you have any questions please feel free to contact me directly.
Sincerely,
[redacted]
Member Relations
[email protected]

Initial Business Response /* (1000, 7, 2015/10/30) */
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 letter dated Thursday, October 22, 2014 containing a...

complaint filed with your office by Mrs. [redacted] regarding her recent dues increase, and other concerns.
Our goal is always to deliver the unparalleled service, quality, and value for which Life Time Fitness is known. On behalf of Life Time Fitness, I apologize for falling short of Mrs. **'s expectations with regards to this situation. We will certainly address her concerns to the best of our ability.
Memberships are grandfathered into their pricing based on their join date, as well as their guest passes. For example, a member who joined in 2008 will have a better membership rate than a member joining the same club and membership level as someone joining in 2015. Mrs. **'s membership set to increase from $102 to $109 per month as of November 1, 2015. New members are currently paying $119 per month if they were to join today. Life Time does honor our long time member's longevity, however all General Terms Agreements outline that membership fees are subject to change. I have attached a copy of Mr. **'s Agreement for reference.
The General Manager, Ben, has honored to refund October's monthly dues, as well as covered the final month of November's monthly dues as a member services gesture. The refund and credits have already been applied to the membership. We and are sorry to hear we are losing Mr. and Mrs. ** as members.
To that 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]
Initial Consumer Rebuttal /* (3000, 14, 2015/11/13) */
We never received the apology letter from the CEO that we requested.
Mr. [redacted] agreed to refund us for his wrong doing and cancel our membership without additional cost, but he asked if we could remove all the bad reviews we made, where we spoke the true of our situation. Mr. [redacted] started harassing my husband over the phone to remove our reviews from Google, and Yelp which I think confirms the misleading behavior this company follows in their way of doing business.
Final Business Response /* (4000, 16, 2015/11/17) */
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 Friday, November 13, 2015 containing a response filed with your office by Mrs. [redacted] regarding the recent dues increase.
While it is never our intent to fall short of our members expectations, I regret that we are unable to accommodate Mr. and Mrs. ** with locking their dues rate at this time. Again, it is Life Time's sincere apology for any misleading or misunderstanding of the terms and conditions of the membership pricing. We are disappointed to see Mr. and Mrs. ** discontinue their membership after so many years of membership.
Most importantly, we thank Mr. and Mrs. ** for their patronage over the many years. To that 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 was told over the phone that my membership was cancelled. I want a remaining refund. I never received a copy of your terms of termination, I was not aware I had to have a written...

cancelation. Do you have a signed terms from me? If not I demand a full refund of the remaining amount of the gym membership that I did not use and paid for. Further more I think you need to provide better training to your employees.

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 Wednesday, April 13, 2016 containing a reply by Mr. [redacted] regarding the cancellation process that Mr. [redacted] was informed of when inquiring about initially canceling his membership. On behalf of Life Time Fitness, I thank Mr. [redacted] for another opportunity to address his concerns and apologize that the membership terms and conditions 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 as such, we have implemented consistent membership guidelines to provide a uniform member experience throughout our 118 club locations. By way of background, all new hires for our Member Services team members are required to complete training courses that properly educates them on the two options our members have to cancel the membership.  Based on Mr. [redacted]’s first complaint submitted, Mr. [redacted] stated that he “I told the lady on the phone this was my notice of cancel and ended the conversation.”  However, at the end of the conversation there was no confirmation by the “lady” on the phone that the membership was canceling in the future or canceled.  Additionally there are no notes of Mr. [redacted]’s attempt to cancel the membership in February via phone.  While it is never our intent to fall short of our member’s expectations, I regret that we are unable to accommodate Mr. [redacted]’s request to refund the monthly dues that have been collected per the terms and conditions of the original agreement.  I’m also sorry for the additional frustration this has caused.  As stated in the prior response, Mr. [redacted]’s membership is canceling as of April 30, 2016, and there will be no further attempts to collect any monthly dues.  Lastly, I thank Mr. [redacted] for the opportunity respond to his concern and for all of his prior patronage to Life Time Fitness.  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 [email protected]

I called Dustin and talked to him and explained the same situation. Dustin said that he is confused with this process and  will check with his team at our  local life time center. Thanks
[redacted]

Response and documentation attached.

Dear Ms. [redacted],   We received your email dated November 17, 2017 containing a complaint filed with your office by Ms. [redacted] regarding a poor experience with the Life Time billing for Personal Training product.   We appreciate Ms. [redacted] filing a complaint so that we...

could respond to her concerns.  We are sorry for all of the frustration and confusion caused by the billing that has occurred.  Additionally upon further review of Ms. [redacted]’s membership, Life Time processed a refund of $200.00 on November 16, 2017. The refund can take 3-5 business days to post back as a credit to the bank account.  We apologize for the inconvenience this causes. Ms. [redacted] would need to submit proof of overdraft charges for us to assist her with a further refund on that.  Ms. [redacted] can submit those overdraft statements via email at [email protected] to “Attention: Dustin” and I will assist with addressing those fees. Again, we apologize for the poor experience we have caused Ms. [redacted].  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

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 your email dated Thursday, February 16, 2017 containing a reply by Mr. [redacted] regarding the 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, we apologize that the cancellation process did not meet Mr. [redacted]’s expectations and truly regret any frustration this has caused. Unfortunately Life Time is upholding the original agreement signed at the time of joining, which specifically outlines the 14 day cancellation policy.  We respectively decline processing a 14 day money back refund as you can see Mr. [redacted] did not sign the Termination Agreement within 14 days of joining.  Again, for reference we have include a copy of the General Terms Agreement showing Mr. [redacted] joined on January 12, 2017, and did not provide a Termination Agreement until January 30, 2017. While it is never our intent to fall short of our members expectations, I regret that we are unable to provide Mr. [redacted] with a 14 day money back refund.  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,   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] J [redacted] Complaint [redacted]   Dear Mr. [redacted], We received the complaint dated March 8, 2018 containing a complaint filed with your office by Mr. [redacted] J [redacted]...

regarding the continued membership billing.  We appreciate Mr. [redacted] for filing his complaint so that we could address this further.  We apologize for the frustration caused by the cancellation process. 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. Life Time has honored to accept the fax receipt as Mr. [redacted]’ cancellation.  Life Time terminated the membership immediately as of March 8, 2018, as well as removed the past due balance of $230.94.  No further charges are owed to Life Time and the membership is canceled.  We apologize again for the frustration this 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. Sincerely, Dustin O. Member Relations [email protected]

(The consumer indicated he/she DID NOT accept the response from the business.)
I believe that this fails to address the discussions had with two different staff members with whom I spoke and specifically inquired as to the termination procedures for members who had paid for a full year membership in a lump sum.
As you see the contract terms only reference payments made monthly through debit or credit and nothing speaks as to the cancellation process for amounts paid in full prior to beginning use for the year that has been paid for in full. If the payments is made in full for the next year there is no reason for their to be an outstanding balance.
Service desk members told me, on two separate occasions, that there was nothing further to do once my membership expired on 12/31/2015. I believe that this indicates a pattern of deceptive practices or a lack of training for the staff members who can not provide an answer to what should not be a difficult question that should be reflective of their company policy.
I further believe that that practice violates the Missouri Merchandising Practices Act.
My desire is for this attempt at continued payment after I was told that my membership had expired and I could not even access the facility had I desired to do so is tantamount to extortion on the part of Lifetime Fitness.
I trust that this matter will remain open pending further action on the part of Lifetime Fitness to resolve this matter appropriately.

Dear Ms. [redacted],Please reach out to our Member Relations department at ###-###-####, and we would be happy to assist with resolving the outstanding balance.  Life Time will require your physician to provide us a medical statement outlining the timeline of your medical conditions, so...

that we could adjust your balance accordingly.  Additionally, we would be able to work with you to place the membership on a medical freeze or cancel the membership.Tyler is also the Account Manager in our Member Relations department that can assist you through the process of clearing up the past due balance.  Again, we are here to help resolve this issue if you contact us at ###-###-####.We look forward to speaking to you soon.In health,Dustin O.Member [email protected]

Mr. [redacted] may reach out to our Member Relations Team at ###-###-#### to assist further with any sort of balance reductions.  Life Time requires a 30 day advance written notice to place the membership on hold, as well as we do not bill monthly dues based upon usage.  Life Time has no...

record of Mr. [redacted] providing a proper 30 day downgrade notice to place his membership on hold.In health,Dustin O.Member Relations