Life Time Fitness Inc

Initial Business Response /* (1000, 5, 2016/01/18) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Ms*** ***
Case # ***
Dear Mr***,
I received the complaint dated Friday, January 8, containing a
complaint filed with your office by Ms*** *** regarding the cancellation policy and past due balance of the 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 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 email
Additionally, the General Terms Agreement states that all cancellation requires written termination notice, which requires a day advance written notice to terminate (e.g., written notice received by Life Time Fitness on January will terminate on the membership effective February 14)I have included a copy of Ms***'s General Terms Agreement for reference
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 Ms***'s membership, Life Time has no record of any cancellation submitted at Life Time per our standard cancellation policyWe suggest that Ms*** submits a proper cancellation request at this timeThe current balance on Ms***'s membership is $for the months of November, December, and JanuaryThe membership has been suspended due to non-payment at this timeThere are three ways Ms*** can pay her balance and they are as follows; in person at any Life Time facility, or, mailing in payment to her Summerlin Life Time location, or, by calling Member Relations at Life Time Fitness' corporate office at *** during the office hours of a.mand p.m., central time, Monday through FridayIf Ms*** wishes to continue her membership, there are balance reduction offers that Ms*** may qualify forWe would be happy to explain these options to Ms*** if she reaches out to Life Time at ***
Above all, we thank Ms***'s for her patronage and allowing Life Time Fitness the opportunity to respond to her 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]
Initial Consumer Rebuttal /* (3000, 7, 2016/01/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You cannot bill indfinitely on a deliquent accountI did not sign for contracted services, so a thirty day notice for one month seems sufficientNot a continuous billing cycle that is indefiniteThirty days to avoid a charge for an additional month is how I interpret that contract
Final Business Response /* (4000, 9, 2016/01/26) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Ms*** ***
Case # ***
Dear Mr***,
I received your email dated Tuesday, January 19, containing a reply by Ms*** *** regarding Life Time Fitness' cancellation process as described in the response to the Revdex.com regarding the first response to this matter
On behalf of Life Time Fitness, I thank Ms*** for another opportunity to address her concerns and apologize that the cancellation process did not meet Ms***'s expectationsAgain, 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, we have implemented consistent membership guidelines to provide a uniform member experience throughout our club locationsTherefore, 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 processes for the services we offer our members
While it is never our intent to fall short of our member's expectations, I regret that we are unable to remove the balance owed by Ms*** at this time due to never receiving a proper cancellation requestThe membership is pending termination for January 31, due to the delinquent non-payment status of Ms***'s membership, and there would be no further additional monthly dues owed at this timeLife Time will continue to attempt to collect the outstanding duesAlso, Lexi is currently the delinquent membership representative, and she would be happy to assist with offering some balance reduction offers if Ms*** wishes to continue her membershipMs*** should reach out to Lexi via phone at *** if she is interested in finding out her options
Above all, we thank Ms***'s for her patronage and allowing Life Time Fitness the opportunity to respond to her 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: Two customer's were there during signing and no verbal notification was given that a written notification of cancellation was given. I filed a dispute with credit card company Citibank against this company for fraud

Initial Business Response /* (1000, 5, 2015/12/14) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Mr***
Case # ***
Dear Mr***,
I received your letter dated Friday, December 4, containing
a complaint filed with your office by Mr*** regarding the billing of his Life Time membership
In response to Mr***'s 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 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
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 General Terms Agreement completed at the time of joining
Upon reviewing Mr***'s membership, Life Time Fitness assisted in removing $of a past due balance owed, while Mr*** paid $to bring his account current on August 31, Life Time has no documentation that Mr*** provided any notification verbally on August 31, or via a written request to modify his membership statusWhile 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 since resolving his balance in AugustUpon 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 should not have to pay to send a certified letter to stop using a service I no longer desire to use. I also should not have to physically enter their building and subject myself to their strong arm sell tactics. I have given this company both email and phone request to cancel my membership. My bank has since canceled my debit card and issued me a new one to avoid any further payments at this time. Forcing a customer to physically enter their building or force them to pay to send a letter in order to stop using a service is completely unreasonable

Ms*** ***Revdex.com of Minnesota and North DakotaGannon RoadSaint Paul, MN 55116 Re: *** ***Complaint ID *** Dear Ms
***, We received your email dated December 8, containing a complaint filed with your office by *** *** regarding the poor member experience with the verbal harassment by the trainer. We appreciate Ms*** for reaching out so that Life Time could address her concerns.Life Time apologizes that our club did not live up to expectations, and we are very sorry for the treatment that transpired with the trainer. Employee Relations has addressed William’s behavior further as his actions were not acceptable as a Life Time team member. Life Time has processed a full refund of all charges to date which totals $511.08. The refund can take 3-business days to post back to Ms***’s bank account due to bank processing guidelines. Finally, Life Time has completed an immediate cancellation of the membership so no further billing occursAbove all, we thank Ms*** for allowing Life Time the opportunity to respond to her concerns so we could address this issue furtherTo 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]

Ms*** ***Revdex.com of Minnesota and North DakotaGannon RoadSaint Paul, MN 55116 Re: Ms*** ***Complaint ID *** Dear Ms*** I received your complaint dated Tuesday, July 5, containing a complaint filed with your office by Ms
*** *** regarding her son’s Life Time Membership and the continued billingLife Time Fitness will need to be provided with further information to be able to research the billing issue. I suggest that Ms*** reaches out to our Corporate Member Relations department at ###-###-#### to address this billing issue in further detail. We apologize for any lack of follow-through or lack of attention to this issue. Life Time would glad to assist with address this issue further if a medical documentation can be provided, as Karen explained.Above all, we thank Ms*** for allowing Life Time Fitness the opportunity to respond to his concernsIf I may be of additional assistance, please feel free to contact meSincerely, Dustin O.Member [email protected]

Initial Business Response /* (1000, 5, 2015/12/10) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Mr***
Case # ***
Dear Mr***,
I received your email dated Tuesday, December 1, containing a
complaint filed with your office by Mr.*** regarding the attempts to cancel his 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 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 day advance written notice to terminate (e.g., written notice received by Life Time Fitness on January 15, will terminate on the membership effective February 14)I have included Mr***'s General Terms Agreement for reference
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***'s membership, Mr*** has yet to provide Life Time Fitness a proper cancellation requestLife Time was no record of Mr*** visiting the local Tempe club in either July or August to complete a proper cancellation requestOn November 27, 2015, Mr*** did speak with a Member Relations Representative about his past due balance owed for September, October, and November in the amount of $At that time, Life Time clearly explained the cancellation policy when speaking with Mr***The membership is now suspended due to non-payment of monthly dues owedWe ask that Mr*** please submits a proper cancellation request if he no longer wishes to continue the membership
Life Time respectfully declines to remove the past due balance owed without record of receiving a proper cancellation request at this timeThere are three ways Mr*** can pay his balance and they are as follows: in person at any Life Time Fitness facility, or, mailing in payment to the Tempe, AZ Life Time Fitness, or, by calling Member Relations at Life Time Fitness' corporate office at *** during the office hours of a.mand p.m., central time, Monday through Friday
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]

Dear Mrs*** ***, We received your email dated Friday, September 8, containing a complaint filed with your office by Mrs*** *** regarding a poor experience with the Life Time billing for the Day Challenge We appreciate Mrs***’s complaint filed 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 Mrs***’s membership, Life Time processed a refund of $on September 11, per her conversations with Nathan ***. Mrs*** would need to speak with her bank regarding the $check fee that was assessed to Life Time from her bank, due to her canceling the check after it was deposited by Life TimeAgain, we apologize for the poor experience we have caused Mrs***. 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 OLife Time Fitness Member Relations

Initial Business Response /* (1000, 5, 2015/12/23) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Mr*** ***
Case # ***
Dear Mr***,
I received the complaint dated Monday, December 14, containing a
complaint filed with your office by Mr*** *** regarding the billing and balance collected by Life Time for membership duesWe appreciate Mr*** for taking the time to file the complaint so it could be addressed further
By way of background, Life Time Fitness' 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."
Additionally, Life Time Fitness' subscribes to "Account Updater" which is a service that is an automated and secure clearinghouse, which works by establishing a streamlined process for the electronic exchange of updated account information among participating merchants, acquirers, and Visa/MasterCard card issuersSo, when a cardholder's information changes, we receive updated account information which may include new account numbers, new expiration dates, closed account and/or contact cardholder notificationsThis is not a violation of Deceptive Trade Practices Act
Upon reviewing Mr***'s membership, Life Time shows that Mr***'s membership was delinquent starting in October Life Time does have multiple check-ins to the Life Time Tempe club in October, including October 1st, 2nd, 5th, and 17th where Mr*** was allowed to use the club with his past due balance owedLife Time continued to reach out to Mr*** via phone and email to address the past due balance during October and November, as well as we have record of Mr*** speaking with Life Time team members on October 28th, November 5th and November 12thFurthermore, Life Time assigned a Member Relations Representative in November to try and assist Mr*** with a payment plan and delinquent balance reduction, which also included waiving the billing cycle notice to place the membership on Life Time Health hold effective December 1, When speaking with Mr*** on November 12, Mr*** requested that his membership be placed on the Life Time Health hold, and asked that we contact him on November 19, at 3:30p to resolve the balance owedLife Time was unable to reach Mr*** on November 19, or at a later date, as well as Mr*** did not return Life Time's call to resolve the balance owedUnfortunately Life Time respectfully declines any additional refund for monthly dues, as the past due balance was owedI apologize for any frustration this has caused, and hope Mr*** continues forward with the Life Time Health membership
Lastly, the Life Time Fitness' General Terms Agreement states that a member may terminate 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 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 emailFor reference, I have attached Mr***'s General Terms Agreement agreed to at the time of joining
Above all, we thank Mr*** for his patronage and allowing Life Time 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, 2015/12/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On November 5th, I asked for my options but then after finding out that I had to pay both October and November fees including the cost to start a limited membership; which is not placing account "on hold" because one still has limited access to the facility twice a monthI advised the representative that I wouldn't be able to cover the amount and I will just pay the past due amount once I received full-time employmentThe Tempe representative was pushing to collection financial information even after I advised him I was laidoff at the beginning of the phone conversationI would like the documentation I signed to place my account "on Hold"Lifetime Fitness not being upfront about how they collect renewed financial information is a violation of the Deceptive Trade Practices Act because I was never advised of these practicesThe card was canceled middle of September through my bankI don't understand why it took almost three months for Lifetime Fitness to receive updated financial information from this third party serviceIf I was aware of Lifetime Fitness dishonest collection practices, I would of had time to notify my bank prior to charge going through my accountLifetime Fitness is responsible for ensuring that their members are aware of their policy and proceduresI was never advised or aware that using such collection tactics is part of Lifetime Fitness user agreementLifetime Fitness shouldn't hide this information in their user agreement then reference the agreement after utilizing the servicesI am asking for documentation showing which lifetime club I attained on October 17thI would like the peace of mind knowing someone else doesn't have access to the gym using my membershipI am still requesting for removal of my debit card out of their billing system and full refundI am sure that I am not the only one frustrated with Lifetime fitness collection practices
Final Business Response /* (4000, 9, 2016/01/06) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Mr*** ***
Case # ***
Dear Mr***,
I received your email including a reply by Mr*** *** regarding Life Time Fitness' billing processes as described in the response to the Revdex.com regarding the first response to this matter
On behalf of Life Time Fitness, I thank Mr*** for another opportunity to address his concerns and apologize that the billing and delinquent collection processes did not meet Mr***'s expectationsAgain, 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, 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 assist with processing a refund to Mr***Also if Mr*** wishes to discontinue the billing on his debit card, he will need to provide a written notice to cancel as outlined in the previous responseI apologize for any misunderstanding or confusion surrounding the billing and cancellation process with Life Time FitnessAgain, Mr*** will need to visit the club in person to sign for the cancellation, or send a letter to the club (we encourage the letter to be sent via certified mail with proof of receipt required for your records)Finally, I can assure you that Life Time has a cheprocess that displays our member's pictures at cheso we can assure that no one else would have the ability to check into a Life Time location with Mr***'s membership card
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]

Mr*** *** Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Mr*** *** Complaint ID: *** Dear Mr***, I received your complaint dated Monday, March 21, containing a complaint filed with your office by Mr*** ***
regarding the cancellation policy for the Life Time Membership, and the past due balance currently owedLife 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 experienceBy 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 emailAdditionally, 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***. Upon reviewing Mr***’ membership, Mr***’ membership is pending termination for March 31, per the cancellation policy outlined in the General Terms AgreementLife Time also sent a confirmation of the Mr***’ Termination Agreement to ***, which is the email address that Mr*** provided to Life Time for communication purposes. I have provided a copy of the Termination Agreement for referenceWe apologize for any confusion surrounding the Life Time cancellation policy for Mr***’ membership. The balance owed on Mr***’ membership is currently $for the March membership dues. There are three ways Mr*** can pay his balance and they are as follows: in person at any Life Time Fitness facility, or, mailing in payment to the Lakeville, MN Life Time Fitness, or, by calling Member Relations at Life Time Fitness’ corporate office at ###-###-#### during the office hours of a.mand p.m., central time, Monday through Thursday, and a.m and p.mon Friday. We apologize for the frustration this has causedAbove 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 meSincerely, Dustin OMember Relations [email protected]

Initial Business Response /* (1000, 5, 2016/02/05) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: ***
Case # ***
Dear Mr***,
I received your complaint dated Wednesday, January 27,
containing a complaint filed with your office by *** regarding the attempt to cancel her 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 General Terms Agreement signed at the time of joining by ***
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 ***'s membership, the membership has terminated as of December 31, Life Time Member Relations spoke with *** on November 12, where *** stated that she canceled sometime in May or June; however, Life Time has no such record and neither did ***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 *** on November 12, If *** is able to provide me a receipt of his cancellation request prior to November 12, 2015, I would be happy to honor itHowever at this time Life Time has no record prior to November 12, 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 *** for her 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, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did attach a copy of the membership cancellation that I sent in?? with the date of May?? Lifetime Fitness refuses to accept the letter that was sent to them??? why??? it is in written format, I mailed it in as I had already movedI have been calling LTF and battling this since JuneWhat is WRONG with you people?? You choose to ignore the proof when it conveniences you?? this is written proof??
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 Wednesday, February 10, containing a reply by *** regarding Life Time Fitness' cancellation process as described in the response to the Revdex.com regarding the first response to this matter
On behalf of Life Time Fitness, I thank Ms*** for another opportunity to address her concerns and apologize that the cancellation process did not meet MsMs***'s expectationsAgain, 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, we have implemented consistent membership guidelines to provide a uniform member experience throughout our club locations
Unfortunately without having a cancellation request signed and completed at a Life Time location, or a certified receipt from the post office postdated from a previous letter mailed, Life Time Fitness is not to honor a backdated cancelAt this time Life Time has no record prior to November 12, of receiving a proper cancellation request, and therefore respectfully declines to refund the membership dues collectedWe apologize for the frustration this has causedI also can confirm that the membership for Ms*** has been canceled as of December 31, 2015, and no further charges have been collected
I thank Ms*** for the opportunity respond to her 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]

1.) There was no overcharge from the image attached. The General Terms Agreement for the Month-to-Month membership is $for three active members effective May 28, 2017. 2.) The joining fee was $198, reduced to $- 50%
off offer. 3.) I don't understand what son you are talking about or why you are referencing $vs $89. Your General Terms Agreement for the Month-to-Month membership for ***, ***, and yourself is $per month for three active members. 4.) You were billed $for your Platinum Elite membership now that *** and *** were downgraded off your membership effective September 29, 2017. In addition to the $monthly fee, you also were assessed a $downgrade service fee for the removal or *** and ***, along with a $for the Experience Life "health and fitness" magazine subscription outlined in the General Terms Agreement. The Experience Life subscription is an optional product and may be canceled by visiting the Member Services desk to terminate that. In total the charge on October 1, was $110.95. 5.) Unfortunately, I'm not able to speak on behalf of Jacob's actions or his Managers, however if you wish to address your concerns further you may contact the General Manager, Lorenda by calling her at ###-###-####, extension ***. 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.Dustin O.Member Relations

Ms*** ***Revdex.com of Minnesota and North DakotaGannon RoadSaint Paul, MN 55116 Re: Mr*** ***Complaint ID: *** Dear Ms***,We received your complaint dated Friday, February 3, containing a complaint filed with your office by Mr
*** *** regarding the cancellation policy for his Life Time Membership, and the continued billing. We appreciate *** for filing his complaint so that we may address his concerns furtherLife Time Fitness respects that there are countless situations which pose special circumstances to our members across the country and may require a member to cancel their membership. As such, in the spirit of delivering best-in-class facilities, amenities and programming, we have implemented consistent membership guidelines to provide a uniform member experience.By way of background, Life Time Fitness’ General Terms Agreement states that a member may terminate the membership for any reason by giving advance written notice. Advance written notice is described as submitting a termination request at a Life Time Fitness center or by sending a written termination request stating that the member is terminating their membership by certified mail, return receipt requested. We believe that it is in the best interest of our members to have a receipt of cancellation to prevent any possible miscommunication. Life Time Fitness does not accept cancellations via phone, fax or emailAdditionally, 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, we have attached a copy of the original agreement signed at the time of joining by Mr***. Upon reviewing Mr***’s membership, Mr*** provided Life Time Fitness a proper cancellation request on January 20, 2017. We have attached a copy of the Termination Agreement for reference. Life Time Fitness continued to collect payment on February 1, 2017, per the billing cycle notice required to cancel the membership as outlined in the General Terms Agreement, as well as the Termination Agreement. For reference, we have also attached a copy of the Termination Agreement outlining the final month of dues owed for February. Life Time respectfully declines to process a refund for February’s dues collected.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 meSincerely, Dustin O.Member [email protected]

Dear Ms***, We received your email dated September 29, containing a complaint filed with your office by Ms*** ** *** regarding the incident that occurred at the Life Time Burr Ridge location. We appreciate Ms*** for filing a complaint so that Life Time could address
the issue furtherOn behalf of our entire organization, I want to emphasize how terribly saddened we are by this tragedyAs a large facility with several thousand members visiting daily, it is not uncommon for bathroom stalls to be occupied as staff conducts their cleaning protocolOut of respect for members, cleaning staff do not disturb individuals in occupied stallsRather, they will clean the individual stalls as they are availableMoreover, cleaning staff rotates throughout the course of the day with responsibility for cleaning varying as shift changes occurAdditionally, during the club’s brief closure period each day, it is not uncommon for members to be completing their workouts and using bathroom facilities before departing, or for our staff members to be using the same bathroom facilitiesFinally, I want to emphasize that, through the course of our own investigation, we were not able to validate the timeframe that has been allegedThrough the course of our company’s 25-year history, we stand by our track record of upholding safe and secure environments and we remain steadfast in this commitment moving forwardIn closing, Life Time has honored Ms***’s request to terminate her Loyalty (year commitment) membership immediately and refund the October monthly dues. Above all, we thank Ms*** for her patronage and 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, 10, 2016/01/12) */
Mr*** ***
Gannon Road
Saint Paul, MN
Re: *** ***
Case #: ***
Dear Mr***,
I received your email dated January 4, containing a complaint by Ms*** *** regarding the involuntary
termination of her membershipI thank Ms*** for an opportunity to respond to her complaint
Life Time has taken the time to carefully review the situation that has been well documented by the North Dallas Life Time Fitness managersLife Time has video footage of Ms*** being involved in a verbal altercation which was initiated by Ms*** getting into the personal space of another memberThe Life Time club and corporate management has explained to Ms*** why her membership was involuntary terminated due to her inappropriate behaviorAs stated in the Member Usage Agreement, "Life Time Fitness may terminate my membership or any member at any time for failure to comply with any of the rules and regulations adopted by Life Time Fitness or for conduct Life Time Fitness determines to be improper or contrary to the best interests of Life Time Fitness." I have attached a copy of Ms***'s Member Usage Agreement for reference
At this time Life Time supports the decision made by club management, as well as corporate managementAs a result, we must respectfully decline Ms***'s request to continue membership with Life Time Fitness
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 convenience
Regards,
Dustin O
Member Relations
[email protected]

Life Time appreciates Mr*** for his reply to our initial response. Life Time has honored to refund the transaction collected on December 1st due to any misunderstanding or confusion that occurred. We are sorry for the frustration this
caused. We hope Mr*** and his family may return as members some day in the future.In health, Dustin O.Member Relations

I am rejecting this response because:
I have over emails to go along with a hand written correspondence canceling my membershipI completed this hand written correspondence AT THEIR REQUEST

Complaint: ***
I am rejecting this response because: even though I was talked into a hold by the front desk until things could be resolved instead of not being allowed to cancel I still never in the entire time received contracted services, nutrition counseling other than a print out from an online website on how to make a smoothie, never received my printed nutrition warmup as your printer was always broken when requested, am not able to work out and told this when signed up until I am able to eat properly as you stated there was a certified nutritionist You charged all of my lifetime bucks for consultations when not all of them were used, did not give me promotional items at sign up as you do all other members even though I asked over and overNot given membership services, contractual services as paid for or agreedRefund all money's paid as services were NOT PROVIDED
Sincerely,
*** ***

Initial Business Response /* (1000, 10, 2015/09/10) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Mrs*** ***
Case # ***
Dear Mr***,
I received your email dated Tuesday, September 8, containing a
complaint filed with your office by Mrs*** *** regarding the Life Time cancellation policy
By way of background, Life Time has long been committed to the notion of requiring no long-term membership obligationsWe believe in earning each member's business through a continued commitment to deliver an unparalleled experience and valueLife 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
Additionally, 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 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 miscommunication
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 and January will be effective February 28)On August 11, 2015, Mrs*** signed the Life Time Termination request to cancel effectively as of September 30, I have included Mrs***'s General Terms Agreement for reference
Upon reviewing Mrs***'s memberships, Mrs*** has made the final payment owed for September's monthly dues, and the memberships are pending termination for September 30, Life Time apologizes for any confusion, miscommunication, and frustration regarding the cancellation policy
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
Sincerely,
Dustin O
Member Relations
[email protected]

Mr*** ***Revdex.com *f Minnes*ta and N*rth Dak*taGann*n R*adSaint Paul, MN 55116Re: Mr*** *** C*mplaint ID: ***Dear Mr***,I received y*ur email dated Wednesday, April 6, c*ntaining a c*mplaint filed with y*ur *ffice by Mr***
*** regarding the cancellati*n pr*cess and membership billing f*r the Life Time Membership. We appreciate Mr*** reaching *ut s* that we c*uld further address his c*ncerns. By way *f backgr*und, Life Time Fitness’ General Terms Agreement states that a member may terminate the membership f*r any reas*n by giving advance written n*tice. Advance written n*tice is described as submitting a terminati*n request at a Life Time Fitness center *r by sending a written terminati*n request stating that the member is terminating their membership by certified mail, return receipt requested. We believe that it is in the best interest *f *ur members t* have a receipt *f cancellati*n t* prevent any p*ssible misc*mmunicati*n. Life Time Fitness d*es n*t accept cancellati*ns via ph*ne, fax *r emailAdditi*nally per terms and c*nditi*ns *f the General Terms Agreement, Life Time requires written n*tice by the end *f the m*nth in *rder f*r a change t* be effective *n the last day *f the f*ll*wing m*nth (e.g., written n*tice received by Life Time between January and January will be effective February 28). I have included Mr***’s General Terms Agreement f*r reference. Life Time Fitness respects that there are c*untless situati*ns which p*se special circumstances t* *ur members acr*ss the c*untry and may require a member t* cancel their membership. As such, in the spirit *f delivering best-in-class facilities, amenities and pr*gramming, we have implemented c*nsistent membership guidelines t* pr*vide a unif*rm member experienceUp*n reviewing Mr***’s membership, Life Time Fitness has received Mr***’s cancellati*n letter p*stdated March 8, 2016, which is effectively terminating Mr***’s membership as *f April 30, 2016. At this time Life Time has n* rec*rd pri*r t* March 8, *f receiving a pr*per cancellati*n request, and theref*re respectfully declines t* refund the membership dues c*llected. Als* t* address Mr***’s claim that we changed the expirati*n date *f his payment meth*d, this is indeed n*t true. The same bank card pr*vided f*r his previ*us billing meth*d was the same exact card and expirati*n date used previ*usly *n Mr***’s membership t* c*llect *wed membership duesF*r reference, I have included a c*py *f the Electr*nic Funds Transfer billing meth*d update that Mr*** c*mpleted via his *nline acc*unt *n December 27, 2012. Mr***’s payment meth*d f*r m*nthly dues have remained the same since December 27, Mr***’s bank auth*rized $f*r the past due m*nthly dues f*r February and March *n March 4, 2016, and then $f*r the final m*nth *f April dues *n April 1, 2016. At this time there is n* further membership dues *wed t* Life Time. Lastly, Life Time ap*l*gize f*r any misunderstanding *r misc*mmunicati*n regarding the cancellati*n pr*cess and the additi*nal frustrati*n this issue has caused.Ab*ve all, we thank Mr*** f*r his patr*nage and all*wing Life Time Fitness the *pp*rtunity t* resp*nd t* his c*ncernsAgain, we ap*l*gize f*r the frustrati*n with *ur cancellati*n p*licy. T* this end, we trust that this matter will be c*nsidered cl*sed by y*ur *ffice. If I may be *f additi*nal assistance, please feel free t* c*ntact meSincerely,*** *.Member Relati*nsmemberrelati*[email protected]*m