Life Time Fitness Inc

Ms*** ***Revdex.com of Minnesota and North DakotaGannon RoadSaint Paul, MN 55116 Re: Ms*** ***Complaint ID *** Dear Ms***,I received your email dated Monday, September 26, containing a complaint filed with your office by Ms*** ***
regarding the past due balance, payment plan, and collection of her past due balance for the Life Time membership dues. We appreciate Ms*** for filing her complaint so that we can address her concerns further.By way of background, 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.” I have included a copy of Ms***' General Terms Agreement for reference. Upon reviewing Ms***’ membership, Life Time has documentation that Ms*** spoke with the Member Relations team member named, Jake, on September 8, stating she would be unable to pay the monthly dues owed for September on Friday, September 16, 2016. At that time, Jake made the exception to allow the onetime payment plan as a member services gesture. Jake turned off the payment form and explained to Ms*** that if she did not contact him back by Friday, September 16th the payment form on file would be reactivated, and we would attempt to collect the balance. On Monday, September 26, 2016, the payment owed on September 1st in the amount of $was collected with a delinquent balance resubmit. Unfortunately, Life Time would be unable to issue a refund based on the information provided in our response today. Ms*** also spoke with two Life Time Managers on September 26, 2016, and both of them explained based on the situation, a refund is not owed. We are sorry for the frustration this has causedAbove all, we thank Ms*** for her prior patronage and allowing Life Time the opportunity to respond to his concerns. If I may be of additional assistance, please feel free to contact meSincerely, Dustin O.Member [email protected]

Ms*** *** Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Ms*** *** Complaint ID *** Dear Ms***, I received your email dated May 23, containing a reply by Ms*** *** regarding the Life Time Fitness’ cancellation process as described in the response to the Revdex.com regarding the first response to this matterOn behalf of Life Time Fitness, we apologize that the cancellation process did not meet Ms***’s expectations and truly regret any frustration this has caused. Life Time has continued to honor Ms***’s membership, as usage to the facility is what we provide to all active membersUnfortunately Life Time is upholding the original Loyalty Agreement signed at the time of joining, which specifically outlines the day cancellation policy. We respectively decline processing a day money back refund as you can see Ms*** did not sign the Termination Agreement within days of joiningWhile it is never our intent to fall short of our members expectations, I regret that we are unable to provide Ms*** with a day money back refund. 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 meSincerely, Dustin OMember Relations [email protected]

I reject this response because it is in direct contradiction with verbal claims The sales rep clearly told me this could be my trial phase as a former member The agreements were flashed on a screen while said rep continued to tell me what they said, and I did not have access to a copy to read on my own I never recieved a copy of this until the response after my complaint I realize the club will continue to stand behind the decision by calling up a contract I didn't have access to but so not believe this is something I can term an acceptable response

Initial Business Response /* (1000, 5, 2016/02/12) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: *** ***
Case # ***
Dear Mr***,
I received your email dated February 3, containing a complaint filed
with your office by Ms*** *** regarding the dues increase for the monthly membership dues
By way of background, Life Time has long set a standard in the health and fitness industry for the best facilities, programs, services, and valueRelative to other business tactics this industry has seen over the decades, we set ourselves apart when we launched in 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 dealSuch practices are not sustainable or consistent with what we believe to be good business practice or consumer friendly
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 experienceOur goal of dues increases is to ensuring we provide the high-quality facilities, programming and amenities our members expect and demandWe also remain highly committed to enhancing the value we provide to our membersFor example, we have and continue to add new programs, services and value to our memberships in areas such as, the LifeCafe, LifeSpa, Kids Activities, Personal Training, and Member Advantage
I can confirm that Life Time implemented a national dues increase on November 1, The recent increase ensures dues for our long term members continue to remain below that required of new membersFor example, the current market rate pricing for a Gold level membership with the ability to place it on Life Time Health hold is currently $per monthMs***'s membership increase was from $to $per monthThere is also tax in Minnesota so the total membership dues for Ms***'s membership is $per monthAlso when Ms*** placed the membership on our Life Time Health Agreement does outline, "I may reactivate regular monthly access without payment of additional joining fees upon payment of my prior monthly dues rate (at the time of deactivation) plus any increase in dues, fees or costs associated with membership that occurred during the limited access period ("Prior Plus Rate")The "Prior Plus Rate" is what Ms***'s membership is set at now that she has reactivated her membershipI have included a copy of Ms***'s Life Time Health Agreement for reference
We apologize for the frustration with our dues increases, but we must remain fair and equitable with our membership pricingTo this end, we trust that this matter will be considered closed by your officeIf you have any questions please feel free to contact me directly
Sincerely,
Dustin O
Member Relations
[email protected]
Initial Consumer Rebuttal /* (3000, 7, 2016/02/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To Whom it May Concern, I was told that upon reactivation that I would receive my same monthly dues rateIf it was going to be more I would've liked to have been informed of this before signing upWhen I specifically asked if my rates would be the same as when I froze my membership, I was told yesWhen I received my first bill, that was not the caseI don't care what the current rate is, I was a member since so I have paid way more in the long run than any new membersI want my rate to be what I was promised which was what it was ($64) when I froze it
Final Business Response /* (4000, 9, 2016/02/18) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: *** ***
Case # ***
Dear Mr***,
I received your email dated Tuesday, February 16, containing a response filed with your office by *** *** 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 Ms***'s request to return her monthly dues to $per month for the Gold Single Elite membershipAgain to be fair and consistent, all member are subject to the terms and conditions of the Membership Agreement and the Life Time Health Agreement, which does outline membership dues are subject to increaseBecause of Ms***'s dues increase, I have also added an additional LTBuck$ to Ms***'s myLT account so she now has a total of LTBuck$ to use towards services or select products on our Online Shop
I have also included a copy of Ms***'s original General Terms Agreement which outlines about the membership duesUnder the "Membership Fees" section of the Agreement it states, "Life Time Fitness reserves the right to determine the amount and terms of payment of Membership Dues." Again, it is Life Time's sincere apology for any misleading or misunderstanding of the terms and conditions of the membership pricingLastly, Ms*** would have the option to downgrading her membership to a Gold Single Club Only membership which allows access to one Gold clubThe membership pricing would be $plus tax per monthIf Ms*** wishes to complete this change, she may visit the club to complete the appropriate downgrade request
Most importantly, we thank Ms*** for her patronage over the many yearsTo end, we trust that this matter will be considered closed by your officeIf you have any questions, please feel free to contact me
Sincerely,
Dustin O
Member Relations
[email protected]

Ms*** ***Revdex.com of Minnesota and North DakotaGannon RoadSaint Paul, MN 55116 Re: Ms*** ***Complaint ID *** Dear Ms
***, We received the complaint dated January 3, containing a complaint filed with your office by Ms*** *** regarding the Experience Life magazine subscription. We appreciate Ms*** for reaching out so that Life Time could address her concerns.Life Time apologizes that Ms*** feels that we have been deceptive by providing our health and fitness branded magazine as part of our memberships. Many of our member’s truly enjoy the content of the magazine to help them reach their health and fitness goals. Life Time outlines the terms of the Experience Life magazine subscription in the General Terms Agreement, as well as the first two trial issues have a banner attached to the magazine with opt out optionsFor reference, we have provided a copy of the General Terms Agreement. Additionally, we have confirmed that the subscription on their membership has been canceled and no billing occurred for the subscription.Above all, we thank Ms*** for allowing Life Time the opportunity to respond to her concernsTo 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]

I am rejecting this response because:
1) I did reach out to the post office from which I sent my CERTIFIED MAIL without email confirmation (to clarify, for the hundredth time) and asked for such a copy and was told explicitly that they do not keep such copies and that my original receipt that I threw away WAS the proof of postageOnce again, had I known at an appropriate time that my local club did not receive this as intended, I would have just came into the club myself to cancel in person rather than waste all my time debating this with nearly TEN people at this point. 2) I believe this is your employees' fault my dues have gotten to this even because no one bothered to inform me the extent to which they were building up due to the fact that no one was actually intending to look into this matter and call me back already to tell me what in the world was happening to my account until corporate finally reached out as though I HADNT just spoken to way too many negligent and uncaring local club staff in the first place! 3) To be clear, I am not disputing the charges because I think your policy stinks - although I do and made that evident in my initial complaintsI am disputing them because I was given the option when I originally inquired into cancelling to either come in or cancel via certified mail and I did my due diligence with regard to that stepHad I KNOWN right away that you did not receive it and that it was best to then just come into the club (when everyone kept saying, "no no, no need at this time; someone will call you back shortly on the status of that), then I could have nipped this in the bud asapI believe your staff's complete and utter lack of responsiveness and accountability is the reason I have all these ridiculous charges after doing my part

I am rejecting this response because:They did not address the fact that I did request to cancel within my days to which I was ignored, none of my membership was honored (personal training) and when I reached out to the manager I received an
immediate halt in communication Nothing about communication between Melanie *** and I are being addressedAll of a sudden today I get a termination of membership for July None of my voicemails, conversations or so forth are being addressedSo no, until we come up with a fair resolution that they are not the only ones benefiting from then we will continue because I specifically stated to Melanie I wanted to cancel and she said give it another try then the personal trainer flaked out on meI want some of my money back! This is robbery and this is not my first attempt at communicating with them before

Initial Business Response /* (1000, 5, 2015/04/14) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Mr*** ***
Case # ***
Dear Mr***,
I received your email dated Wednesday, April 8, containing a
complaint filed with your office by *** *** regarding the cancellation of his membership at Life Time, as well as the charges for the subscription for Experience Life magazine
By way of background, Life Time Fitness' General Terms Agreement outlines the terms of the Experience Life magazine subscription in the second paragraph, and outlines how to cancelAlso the first three trial issues have a jacket cover on the magazine that outlines how to terminate the trial subscription prior to the monthly billing of an additional $per monthWe are sorry if this was overlooked when the subscription arrived at Mr***'s address
The General Terms Agreement also states that a member may terminate the membership for any reason by giving advance written noticeAdvance 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 requestedWe believe that it is in the best interest of our members to have a receipt of cancellation to prevent any possible miscommunicationLife Time does not accept cancellations via phone, fax or emailAs a reference, I have included a copy of *** and *** ***'s General Terms Agreement signed by ***, who is the primary member on Mr***'s 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 and May will be effective June 30)
Life Time respects that there are countless situations which pose special circumstances to our members across the country and may require a member to cancel their membershipAs 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***'s membership Life Time apologizes for any confusion regarding the terms of his membership with Life Time, and for the lack of details provided by the sales employee at the time of joiningAs a customer service gesture, Life Time will honor to refund Mr*** the $for the Experience Life magazine which was unwantedThe refund will take 3-business days to post back to the payment form used on the membershipMr***'s membership will cancel effective May 31, per our standard cancellation policy outlined aboveLife Time respectfully declines waiving the final month of May membership duesWe are sorry for any frustration this has caused
Above all, we thank Mr***'s for his patronage and allowing Life Time the opportunity to respond to his concernsTo 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,
***
Member Relations
[email protected]

Re: Ms*** *** Complaint ID *** Dear MsWallace, We received a response dated February 12, containing a response from Ms*** *** regarding Mr***’s membership. We appreciate Ms*** for filing a complaint so that we could address her concerns further
After further review of the membership, Life Time has honored to remove the entire balance in the total amount of $230.54, and has terminated the membership immediately. There will be no further attempts to collect any membership dues. Additionally, we apologize for the miscommunication that occurred. Finally, we thank Ms*** for allowing Life Time Fitness the opportunity to respond to her concernsTo 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 OMember Relations [email protected]

Initial Business Response /* (1000, 5, 2015/11/12) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Mr*** ***
Case # ***
Dear Mr***,
I received your email dated Wednesday, November 4, containing a
complaint filed with your office by Mr*** *** regarding status of his daughter, *** ***'s, Life Time Fitness membershipWe appreciate Mr*** reaching out so that we could further address her concerns
In response to Mr***'s concerns, Life Time Fitness has long set a standard in the health and fitness industry for the best facilities, programs, services, and valueWe believe in earning each member's business through a continued commitment to deliver an unparalleled experience and valueIn 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 $monthly hold membership
Upon reviewing *** ***'s membership, Life Time has no record of a cancellation request received at this timeLife Time received a request to place ***'s membership on hold in May 14, This change request was the only change request received by Life Time Fitness to date, and was completed by the payer of the membership, Lori ***Life Time respectfully declines in processing a refund per our review of *** ***'s membership
As a customer service gesture, Life Time will accept this written complaint as a written request to terminate *** ***'s membership with Life Time Fitness*** ***'s membership will cancel effective December 4, per the terms and conditions of the membership cancellation policyMr*** will receive a confirmation email of the termination agreement for his records at the email address [email protected]
Above all, we thank Mr*** for allowing Life Time Fitness the opportunity to respond to his concernsLife Time apologizes for any frustration regarding the Life Time membershipTo this end, we trust that this matter will be considered closed by your officeIf I may be of additional assistance, please feel free to contact me
Sincerely,
Dustin O
Member Relations
[email protected]

Initial Business Response /* (1000, 5, 2015/12/16) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Mr** ***
Case # ***
Dear Mr***,
I received your complaint dated Wednesday, December 9, containing a
complaint filed with your office by Mr** *** 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 noticeAdvance 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 requestedWe believe that it is in the best interest of our members to have a receipt of cancellation to prevent any possible miscommunicationLife 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 and May will be effective June 30)For reference, I have attached a copy of the original agreement signed at the time of joining by Mr***
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 membershipAs 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***' membership, Mr*** membership is pending termination for January 31, As a manger in Member Relations, Kevin, honored to accept an email cancellation as a member services gesture to make sure the membership was properly canceled once speaking with Mr***' on December 4, Kevin also waived the final month of January's monthly dues by crediting Mr***' membership for the final month of membership dues owedIf Mr*** is able to provide me a receipt of his cancellation request prior to December 4, 2015, I would be happy to honor itHowever at this time Life Time has no record prior to December 4, of receiving a proper cancellation request, and therefore respectfully declines to refund the membership dues collectedWe apologize for the frustration this has caused
Above all, we thank Mr*** for his patronage and allowing Life Time Fitness the opportunity to respond to his concernsIf I may be of additional assistance, please feel free to contact me
Sincerely,
Dustin O
Member Relations
[email protected]
Initial Consumer Rebuttal /* (3000, 7, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I first went in to cancel they told me to just suspend my accountI told told there was no cost however I later found out they were charging meI called and asked to cancel they said they would take care of itThey did notI feel as though it's a scam that they knowingly gave bad information
Final Consumer Response /* (3000, 11, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am requesting the retrn of the monies that was taken out of my accountI was told that there was no charge for suspending my account
Final Business Response /* (4000, 13, 2015/12/23) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Mr** ***
Case # ***
Dear Mr***,
I received your email dated Friday, December 11, containing a response filed with your office by Mr** *** regarding status of his Life Time Fitness membership, and the refund being requested
On behalf of Life Time Fitness, I thank Mr*** for another opportunity to address his concerns and apologize that the membership terms and conditions did not meet Mr***' expectationsAgain, 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 club locations
While it is never our intent to fall short of our member's expectations, I regret that we are unable to accommodate Mr*** request to refund the monthly dues collectedAs stated in the prior response, Mr***' membership is canceling effective January 31, There will be no further charges collected by Life Time, as Kevin has honored to cover the final month dues on Mr***' membershipLastly, Mr*** will continue to have access to the online virtual benefits, such as online workout videos, myLTBucks$, speaking to a Health Coach, Member Advantage discounts for local and national business, and additional health and fitness content that is a included with the Life Time Health hold membershipCurrently, Mr*** has LTBuck$ on his membership which he can use towards some products on our online Life Time Shop site if he chooses to do so
I thank Mr*** for the opportunity respond to his concernTo this end, we trust that this matter will be considered closed by your officeIf I may be of additional assistance, please feel free to contact me
Sincerely,
Dustin O
Member Relations
[email protected]

Re: Dr*** *** Complaint ID *** Dear Ms***, We received the complaint dated January 11, containing a complaint filed with your office by Dr*** *** regarding multiple concerns. We appreciate Dr*** for submitting the complaint so we could address the
concerns further. We apologize for the frustrations that this has causedIn response to Dr***’s specific concerns, Life Time has long set a standard in the health and fitness industry for the best facilities, programs, services, and valueRelative to other business tactics this industry has seen over the decades, we set ourselves apart when we launched in Life Time again wants to apologize for the poor experiences that Dr*** has had at our facility. Additionally we have reached out to the General Manager, Brian ***, whom also has reached out to Dr*** via phone. Should Dr*** want to have further communication regarding the issues he has experience, the discussion will need to be address with Brian *** by contacting him at ###-###-####. At this time, Life Time respectfully declines processing any refundsAbove all, we thank Dr*** 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 meSincerely, Dustin OMember Relations [email protected] Tell us why here

Ms*** ***Revdex.com of Minnesota and North DakotaGannon RoadSaint Paul, MN 55116 Re: Mr*** ***Complaint ID *** Dear Ms***, We received a response dated November 1, from Mr*** *** regarding the day cancellation for the Life Time membershipI would like to personally apologize for typing the incorrect name within the complaint response. That was an error on my part. The membership for Mr*** and his family has been money back canceled.Again upon reviewing Mr*** ***’s membership, Life Time has honored to process a day money back refund in the amount of $today, and terminate the membership immediately. The refund can take 3-business days to post back to the bank account due to processing guidelines with the banks. We apologize for the lack of professionalism on behalf of MrDaniel ***, and are sorry for the inconvenience this has caused.Above all, we thank Mr*** for allowing Life Time the opportunity to respond to his concernsTo this end, we trust that this matter will be considered closed by your office. If I may be of additional assistance, please feel free to contact me. Sincerely, Dustin O.Member [email protected]

Initial Business Response /* (1000, 5, 2016/02/08) */
Revdex.com of Minnesota and North Dakota
Mr*** ***
Gannon Road
Saint Paul, MN
Re: Ms*** ***
Case #: ***
Dear Mr***,
I received your email dated January 29, containing a
complaint filed with your office by Ms*** *** regarding the poor member experience with the billing of the membershipWe thank Ms*** for taking the time to share her experience with Life Time so that we could address and correct any errors that were made
On behalf of Life Time, I want to apologize for the extremely poor experiences and frustration that was caused with the billing on Ms*** membershipLife Time has spoken with Ms*** multiple times about the membership billing and options moving forwardIn total, Life Time has issued refunds totaling $since January 26, On January 29, Ms*** spoke with a manager at her local Life Time named RoxxyRoxxy assisted with explaining what billing issues were resolved and corrected, and how the membership would be billed moving forwardFrom our knowledge, this issue has been fully resolved as of that conversation with RoxxyAgain, we appreciate Ms*** for bring this complaint to our attention so that our company can further address the issues
Once again we apologize for the poor experiences that Ms*** encountered with the billing of her membershipTo this end I trust that this matter will be considered closed by your officeIf you have any further questions you may contact me at your convenience
In health,
Dustin O
Member Relations
[email protected]

Dear Ms***,We received a response dated December 21, containing a response from Mrs*** regarding Mr***’s membership. We appreciate Mrs*** for responding with further details and documentation of Mr***’s medical condition so
that we could address his concerns further.After further review of the response and documentation presented, Life Time has honored to remove the balance of $and has terminated the membership immediately. There will be no further attempts to collect any membership dues, and the membership is terminated effective today. Additionally, we would like to thank Mr*** for his service to our country.Finally, we thank Mrand Mrs*** for allowing Life Time Fitness the opportunity to respond to their concernsTo 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

Initial Business Response /* (1000, 5, 2015/06/25) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Mr*** ***
Case # ***
Dear Mr***,
I received the complaint dated Monday, May 15, containing a
complaint filed with your office by Mr*** *** regarding his membership being reactivated, and billed prorated June dues
Upon reviewing Mr***'s membership, we have documentation that Mr*** called Life Time on June 7, and inquired about reactivation his Student Flex membership to the summer access membershipOn June 7, Mr***'s membership was reactivated to the Student Onyx Single Club Only membership, and prorated dues were collected in the amount of $per the conversation that occurredWe apologize for any miscommunication or misunderstanding with Mr***'s conversation with a Life Time employee, and Life Time did process a full refund of $on June 11, Refunds can take 3-business days, however the money was returned to Mr*** after the error was addressed with the club
Finally, Life Time has authorized Mr*** access to utilize the membership for the remainder of the month as a member services gesture for the added time Mr*** has spent trying to resolve this issueWe again apologize for the added frustration this has causedAs of July 1, 2015, the membership will resume to a Student Flex membership, which is $per month
To this end I trust that this matter will be considered closed by your officeIf you have any further questions you may contact me at your convenienceIf I may be of additional assistance, please feel free to contact me
Sincerely,
Dustin O
Member Relations
[email protected]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After trying to utilize the membership for the remainder of the month, I was told there was no guest pass provided and my membership would not allow me to enter the clubI left my number at the front desk, so the general manager could call me, and after days, was not called backI then called the club, and was put to her voicemail, which again I did not receive a call back from her, but instead a sales representativeAgain, I did inquire about the student membership, but never provided authorization, and never gave a signature granting the club to charge my card, which put me, as a student, in an awful financial situation
Final Business Response /* (4000, 9, 2015/07/06) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Mr*** ***
Case # ***
Dear Mr***,
I received the response dated Monday, June 29, containing a complaint filed with your office by Mr*** *** regarding his membership being reactivated, and billed prorated June dues
We thank Mr***'s for another opportunity to respond to his complaintWe do apologize once again for the tough financial position we placed Mr*** in when his membership was reactivated in errorWe are sorry this miscommunication and misunderstanding occurredThe money collected in error in the amount of $was refunded to Mr*** on July 11, as soon as the issue was brought to our attention
There were then specific notes added to Mr***'s membership on June 13th when the General Manager, Annie, spoke with him regarding his concerns and frustrationsAnnie specifically noted his membership stating that he would be allowed access for two weeks, and I also authorized access through the end of June per my previous response as a member service gesture
To this end I trust that this matter will be considered closed by your officeIf you have any further questions you may contact me at your convenienceIf I may be of additional assistance, please feel free to contact me
Sincerely,
Dustin O
Member Relations
[email protected]

Initial Business Response /* (1000, 5, 2015/07/09) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Mr*** ***
Case # ***
Dear Mr***,
I received the complaint dated Tuesday, June 30, containing a
complaint filed with your office by Mr*** *** regarding the monthly billing of their families Life Time membershipWe thank Mr*** 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 noticeAdvance 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 membershipWe believe that it is in the best interest of our members to have a receipt of cancellation to prevent any possible miscommunicationLife 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 day notice to terminate or downgrade (e.g., written notice received by Life Time Fitness on January will terminate on the membership effective February 14, or downgrade on February 15)For reference, I have attached a copy of the original agreement signed by Mr*** at the time of joining
Also per the General Terms Agreement, Life Time Fitness attempts to automatically collected dues from all members on the first of each month, for the current month of membership dues owedWe attempt to process the monthly dues through the form of payment the member provides for their Monthly Payment MethodLife Time collects monthly dues through an Electronic Funds Transfer with our payment processor and the member's bank accountWe are unable to meet Mr***'s request to invoice him on a monthly basis and remove his credit card from the membershipWe can however update the existing Monthly Payment Method with another debit or credit card, or checking and savings account if Mr*** wishes to change his billing
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 collectedUpon receiving a proper downgrade or cancellation request, Life Time will submit the proper change request
Above all, we thank Mr*** for his patronage and allowing Life Time Fitness the opportunity to respond to his concernsTo this end, we trust that this matter will be considered closed by your officeIf I may be of additional assistance, please feel free to contact me
Sincerely,
Dustin O
Member Relations
[email protected]

I am rejecting this response because: I spoke with various representatives after I spoke with Jake; however, I spoke with representatives at the Sugarloaf location prior to September nforming them that I would pay on October I thought this information was documented so that's why I didn't call the 800#Their chain of communication is inadequateI still believe I am entitled to a refund because of inadequate communication

Dear Ms***, We received your email dated August 18, containing a response Ms*** regarding the past due balance and cancellation process for the Life Time membership. We appreciate Ms*** replying so that we could respond again.We apologize that the cancellation process did not meet Ms***’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 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. While it is never our intent to fall short of our member’s expectations, we regret that we are unable to refund the monthly dues that were collected. As stated in our original response to Ms***’s complaint, Life Time has processed the termination of the membership so no further billing occurs. We apologize for any misunderstanding or confusion that occurred with the Life Time membershipAbove all, we thank Msand Mr*** for their 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 OMember Relations [email protected]

Initial Business Response /* (1000, 5, 2015/06/12) */
Mr***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Mr***
Case # ***
Dear Mr***,
I received your email dated Thursday, May 4, containing a complaint
filed with your office by Mr*** regarding the cancellation and refund request for the Life Time Fitness membershipWe appreciate Ms***'s outreach to resolve the issue
Life Time Fitness has processed a refund for the full amount of $to Mr***'s bank account per the dispute that he opened with his bankThis was confirmed by Josh on June 5, The funds should have already been posted into Mr***'s bank account when the dispute was closedWe apologize for the frustration this has caused, and appreciate Mr*** allowing us to respond to his concerns
To this end, we trust that this matter will be considered closed by your officeIf you have any questions please feel free to contact me directly
Sincerely,
Nathan J
Member Relations
[email protected]
Initial Consumer Rebuttal /* (3000, 7, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The dispute is still pending resolution with my BankUntil the dispute is resolved I do not accept this resolution
Final Business Response /* (4000, 9, 2015/06/24) */
Mr***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Mr***
Case # ***
Dear Mr***,
I received your complaint dated Monday, May 15, containing a complaint filed with your office by Mr*** regarding the cancellation and refund request for the Life Time Fitness membershipWe appreciate Ms***'s outreach once again to make sure the issue is fully resolved
As stated previously, Life Time Fitness approved the refund through the dispute we received, and the full amount of $has been authorized to be deposited into Mr***'s bank accountThis was confirmed by Josh on June 5, The funds should have already been posted into Mr***'s bank account when the dispute was closed; however the dispute process could cause a delay in the turnaround processing timeWe apologize for delay, and appreciate Mr*** allowing us to respond to his concerns
To this end, we trust that this matter will be considered closed by your officeIf you have any questions please feel free to contact me directly
Sincerely,
Nathan J
Member Relations
[email protected]