Life Time Fitness Inc

Response and dues increase notification attached for reference.

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, September 15, 2016 containing a complaint filed with your office by Mr....

[redacted] regarding status of the Life Time Fitness membership.  We appreciate Mr. [redacted] reaching out so that we could further address his concerns.  In response to Mr. [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 Mr. [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 Life Time Health hold membership.  The Life Time Health membership allows the member to remain connected to their membership with online benefits such as online workout videos, Member Advantage discounts, online articles, and access to return as an active member without paying joining or reactivation fees. Upon reviewing Mr. [redacted]’s membership, Life Time received a request to place Mr. [redacted]’s membership on the Life Time Health hold.  For reference, I have included the Life Time Health Agreement Mrs. [redacted] signed on January 28, 2016, which effectively placed Ms. [redacted]’s membership on hold as of February 28, 2016.  This change request was the only change request received by Life Time Fitness at that time.  Life Time has since also received a Termination Agreement on August 26, 2016, which is effectively termination Mr. [redacted]’s membership on September 25, 2016.  We have also attached that for reference. Mr. [redacted]’s membership has an outstanding balance of $13.39 for the prorated September monthly dues.  We apologize for any confusion regarding our cancellation processes.  As a customer service gesture, Life Time has honored to remove the $13.39 balance as a member services gesture so there is no further payment owed to Life Time Fitness. Above all, we thank Mr. [redacted] 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]

Initial Business Response /* (1000, 5, 2015/08/13) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Mr. [redacted]
Case # [redacted]
Dear Mr. [redacted],
I received your complaint dated Tuesday, August 11, 2015...

containing a complaint filed with your office by Mr. [redacted] regarding the attempt to cancel his Life Time Membership, and the continued billing.
By way of background, Life Time Fitness' General Terms Agreement states that a member may terminate the membership for any reason by giving advance written notice. Advance written notice is described as submitting a termination request at a Life Time Fitness center or by sending a written termination request stating that the member is terminating their membership by certified mail, return receipt requested. We believe that it is in the best interest of our members to have a receipt of cancellation to prevent any possible miscommunication. Life Time Fitness does not accept cancellations via phone, fax or email.

Additionally, the General Terms Agreement states that all cancellation requires written termination notice by the end of the month in order for the termination to be effective on the last day of the following month (e.g., written notice received by Life Time Fitness between May 1 and May 31 will be effective June 30).

Life Time Fitness respects that there are countless situations which pose special circumstances to our members across the country and may require a member to cancel their membership. As such, in the spirit of delivering best-in-class facilities, amenities and programming, we have implemented consistent membership guidelines to provide a uniform member experience.
Upon reviewing Mr. [redacted]' membership, Mr. [redacted] provided Life Time Fitness a proper cancellation request on November 25, 2013. I have attached the Termination Agreement that Mr. [redacted] signed at the time of his cancellation request, and the final month of billing was December 2013. Based on Mr. [redacted]'s complaint, it sounds as though he pays for another membership with Life Time Fitness based on a $10 charge on a monthly basis. If Mr. [redacted] can provide me further details of whom he pays for, I can research the billing issue further. At this time, Life Time respectfully declines to refund the membership dues collected. We apologize for the frustration this has caused.
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
Member Relations
[email protected]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This does not resolve my issue. Life Time needs to research why this charge is happening and tell me of a specific membership they think is generating it. I am aware of no such membership.
Final Business Response /* (4000, 9, 2015/08/17) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Mr. [redacted]
Case # [redacted]
Dear Mr. [redacted],
I received your email dated Thursday, August 13, 2015, containing a reply by Mr. [redacted] regarding Life Time Fitness' cancellation process and billing issues as described in the first response to the Revdex.com.
On behalf of Life Time Fitness, I thank Mr. [redacted] for another opportunity to address his concerns. I was able to research the last name "[redacted]" in our database, and happened to find a Ms. Sammie [redacted] with the identical address as Mr. [redacted]'s previous membership with Life Time. I was able to confirm that Mr. [redacted]'s American Express is listed as the payer on Ms. Sammie [redacted]'s membership, which appears to be his daughter's membership. I apologize for any confusion surrounding the billing for Ms. [redacted]'s membership. For reference, I have included the General Terms Agreement and Life Time Health Agreement that were completed in the past on Ms. [redacted]'s membership.
Unfortunately, Life Time has no record of a prior cancellation for Ms. [redacted]'s membership. Life Time would require either Mr. [redacted] or Sammie to provide a proper cancellation request as outlined in my initial response. 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 refund request.
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]

Initial Business Response /* (1000, 5, 2015/08/27) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Miss [redacted]
Case # [redacted]
Dear Mr. [redacted],
I received the complaint dated Friday, August 21, 2015 containing a...

complaint filed with your office by Miss [redacted] regarding the billing of the Life Time membership. We thank Miss [redacted] for taking the time to file her 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 requires advance written notice, which requires a 30 day notice to terminate or downgrade (e.g., written notice received by Life Time Fitness on January 15 will terminate on the membership effective February 14, or downgrade on February 15). For reference, I have attached Miss [redacted] General Terms Agreement completed at the time of joining. The General Terms Agreement was also provided to Miss [redacted]' via her email address ([email protected]) on February 5, 2015.
While it is never our intent to fall short of our member's expectations, Life Time respectfully declines processing a refund for the membership dues that have been collected as Miss [redacted]' did not provide us a proper downgrade request. Life Time has no documentation or notations that Miss [redacted]' called Life Time to request a membership change previously. On August 15, 2015 Miss [redacted]' contacted the local club and this was explained to her. Also, Miss [redacted]' did provide her written termination request on August 15, and the membership is pending termination for September 14, 2015. I have included the Termination Agreement for reference.
Above all, we thank Miss [redacted] 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]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand your policy now but at the time back in April I was informed by a member of your team that an exception was being made for me, and that my membership would be put on hold. I would like for this to be followed through on.
Final Business Response /* (4000, 9, 2015/09/09) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Miss [redacted]
Case # [redacted]
Dear Mr. [redacted],
I received your email dated Monday, August 31, 2015 containing a reply by Ms. [redacted] regarding the Life Time Fitness downgrade 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 her concerns and apologize that the downgrade process did not meet Ms. Saul'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 downgrade their membership. As such, we have implemented consistent membership guidelines to provide a uniform member experience throughout all of our club locations.
Unfortunately without having documentation of a downgrade request signed and completed by an employee, or a certified letter mailed to terminate the membership postdated from April 2015, Life Time Fitness is not able to honor backdating the hold request. While it is never our intent to fall short of our member's expectations, I regret that we are unable to accommodate Ms. Saul's refund request. As stated in the prior response, Ms. Saul's cancellation request has been received and completed, and the membership is pending termination as of September 14, 2015.

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

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 26, 2017 containing a complaint from Ms. [redacted]...

regarding the promotional LT Buck$ award for completing a Lasik.  We appreciate Ms. [redacted] for reaching out so we could further address her concerns.   Ms. [redacted] did not originally receive the promotional LT Buck$ was because she did not going through the appropriate channels to qualify for the reward prior to her completing the procedure.  We apologize for any misunderstanding regarding the rewards program.  We can confirm that Ms. [redacted] has been awarded 300 LT Buck$ as of today’s date as a member services gesture.  The LT Buck$ are valid to be used for 120 days, and will expire on June 1, 2017.   Above all, we thank Ms. [redacted] for allowing Life Time the opportunity to respond to her concerns. To this end, we trust that this matter will be considered closed by your office.  If I may be of additional assistance, please feel free to contact me.   In health,     Dustin O Member Relations [email protected]

Initial Business Response /* (1000, 5, 2015/12/14) */
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 complaint dated Friday, December 4, 2015 containing...

a complaint filed with your office by Ms. [redacted] regarding the attempt to cancel their Life Time Membership, and the continued billing.
By way of background, Life Time Fitness' General Terms Agreement states that a member may terminate the membership for any reason by giving advance written notice. Advance written notice is described as submitting a termination request at a Life Time Fitness center or by sending a written termination request stating that the member is terminating their membership by certified mail, return receipt requested. We believe that it is in the best interest of our members to have a receipt of cancellation to prevent any possible miscommunication. Life Time Fitness does not accept cancellations via phone, fax or email.
Additionally, the General Terms Agreement states that all cancellation requires written termination notice by the end of the month in order for a change to be effective on the last day of the following month (e.g., written notice received by Life Time between October 1 and October 31 will be effective November 30). For reference, I have attached a copy of the original agreement signed at the time of joining by Ms. [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 Ms. [redacted]'s membership, Ms. [redacted] has provided Life Time Fitness a proper cancellation request by sending a postmarked letter dated November 4, 2015. This letter was received and processed on November 11, 2015 by the corporate office. Per the cancellation terms of the membership explained above, the membership is pending termination for December 31, 2015. I have included a copy of the Termination Agreement for reference. Currently there is a balance owed for December's monthly dues. Life Time respectfully declines to refund the membership dues collected for October and November, as the membership dues were owed per the required cancellation notice period. Life Time will however as a customer service gesture waive the final month of December's monthly dues so that there is no further balance owed. Life Time apologize for any misunderstanding or miscommunication regarding the cancellation process and policy.

Above all, we thank Ms. [redacted] for her patronage and allowing Life Time Fitness the opportunity to respond to her 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, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I only accept because I have no other choice. I've learned you can't get far with LifeTime. They don't communicate within the company. Furthermore, this response hardly addresses the main issue - poor customer service and being ignored so they could continue to charge. The membership would have been cancelled a long time ago, if not for their terrible customer service and communication. Instead they ignored me asking if and how I could cancel and continued to charge me. I am aware of the contract I had, and attempted to give advance notice to LifeTime. They did not properly respond to the concerns I have in this response. I just want to be done with LifeTime and hope that no one else has the same problems I did, but I highly doubt that.

I am rejecting this response because:
I have gone above and beyond in notifying LifeTime Fitness Inc of my desire to terminate my membership including coming in person and requesting it. It is not my fault that the internal processes that they have failed to redcord this happening. Since then I have contacted them several times to re-confirm that I did indeed cancel my account. I also paid dues into February that would have sufficed for their payment cancellation plan. I have also officially in writing via email state that I no longer authorize them to attempt to access my banking account which they have tried. It should be also apparent to them that I am wishing to cancel my account and I am dissatisfied with their customer service by the fact that I have filed a claim against them with the Revdex.com. I find it a tragedy that they continue to refuse to work with a customer who simply wishes to cancel their account. At this point I find their actions unfair, unethical, and immoral. They appear to be one of those organization that feels like they can just run over the individual and do as they please because no one can hold them accountable to doing the right thing. IF SOMEONE WANTS TO CANCEL THEIR ACCOUNT, LET THEM CANCEL THEIR ACCOUNT.

Re: Mr. [redacted]Complaint ID [redacted] Dear Ms. [redacted], We received a response dated January 12, 2018 containing a reply by Mr. [redacted] regarding the Life Time Fitness’ cancellation process as described in the response to the Better Business...

Bureau regarding the first response to this matter. On behalf of Life Time Fitness, we apologize that the Loyalty Terms of Agreement did not meet Mr. [redacted]’s expectations and truly regret any frustration this has caused.  Unfortunately Life Time is upholding the original Loyalty Agreement signed at the time of joining, which specifically outlines the year commitment.  We suggest that Mr. [redacted] proceeds with filling out a proper cancellation request should he proceed to wish to terminate the membership.  If canceled anytime between now and July 1, 2018, the membership will effectively terminate on July 31, 2018.   While it is never our intent to fall short of our members expectations, we regret that we are unable to provide Mr. [redacted] with an early opt out option for his 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 [email protected]