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Reviews Life Time Fitness Inc

Life Time Fitness Inc Reviews (288)

Ms*** *** Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Mr*** *** Complaint ID *** Response added as an attachment due to length of response

Dear Ms***,Life Time apologized for the frustration this billing issue caused, and how it was initially handled. Additionally, our Member Relations department has been informed by the Aquatics Manager, Kelsey that it was resolved at the club level on Monday afternoon. If Mrs
*** has further questions or concerns she may reach out to Kelsey at ###-###-####. Finally, we ask Mrs*** if she has any further questions please reply back to us. In health,Dustin O.Member Relations

Ms*** *** Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Ms*** *** Complaint ID *** Dear Ms***, I received your email dated Tuesday, March 7, containing a complaint filed with your office by Ms
*** *** regarding the Life Time Fitness’ day trial. We appreciate Ms*** submitting their complaint so that we could research this issue furtherIn response to Ms***’s concern, 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 friendlyWe believe in earning each member’s business through a continued commitment to deliver an unparalleled experience and value. In keeping with this philosophy, our cancellation policy has been structured to provide members with a monthly membership termination opportunity as well as an initial money back cancellation opportunity. Life Time Fitness’ General Terms Agreement states I may terminate this membership for any reason during the first days of membership and receive a refund of the Joining Fees and Membership Dues. This guarantee does not apply if I previously have terminated a Life Time membership or to any product or services that were a part of any membership package or that I or anyone else on this membership have purchasedUpon reviewing Ms***’s membership, Ms*** was a member three separate times in the past. Unfortunately we do not extend the day trail option to prior members, as the day trial period is for allowing a member to make sure they understand the services we have to offer. I have attached Ms***’s General Terms Agreement, as well as the three Termination Agreements that Ms*** has also signed stating she would not qualify for a day trial period if she were to rejoin. The Termination Agreements outline, “If I rejoin Life Time Fitness, I understand that joining fees will apply and that I will not be eligible for any money-back guarantee trial period.” Life Time respectfully declines to process a money-back cancellation and Ms*** will continue to have club access through MarchLife Time recognizes that this decision falls short of Ms***’s desired resolution and we truly regret losing Ms*** as a member. To this end, we trust that this matter will be considered closed by your office. If you have any questions please feel free to contact me directly Sincerely, Dustin OMember Relations [email protected]

Life Time reached out to Mr*** *** today to resolve the billing issue. We apologize for the frustration that occurred do to the mishandling of the cancellation process. In health, Dustin O.Member Relations

Initial Business Response /* (1000, 5, 2015/04/15) */
Revdex.com of Minnesota and North Dakota
Mr*** ***
Gannon Road
Saint Paul, MN
Re: Ms*** ***
Case #: ***
Dear Mr***,
I received your email dated Thursday, April 9, containing a
complaint filed with your office by Ms*** *** regarding the enrollment fee at the time of joining
Upon review Ms***'s complaint, I would like to ask for some more information so that I can address this with our corporate accounts departmentWhat organization already participates in a corporate partnership with Life Time? Also, is this in regards to joining the Westwood, MA Life Time? We appreciate Ms*** bringing this complaint to our attention so that we can further address this
To this end, I trust that this matter will be resolved once I have further information from Ms***If you have any further questions you may contact me at your convenience
In health,
***Member Relations
[email protected]
Initial Consumer Rebuttal /* (3000, 7, 2015/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is in regards to the Westwood, MA locationThe existing contract falls under my company ***
Final Business Response /* (4000, 9, 2015/04/23) */
Revdex.com of Minnesota and North Dakota
Mr*** ***
Gannon Road
Saint Paul, MN
Re: Ms*** ***
Case #: ***
Dear Mr***,
I received your email dated Wednesday, April 14, containing a response to the complaint filed with your office by Ms*** *** regarding the enrollment fee
Upon review Ms***'s response, I reached out to the Corporate Invoicing department, as well as the Westwood, MA Life Time to get more details about the issueUnfortunately only the Minnesota based office for *** had an existing corporate account set up for its employees, and therefore Life Time was not able to honor the same joining promotionLife Time's Corporate Account Lead did try contacting *** to set this partnership up, but they currently are not interested in doing so at this timeLife Time would love the opportunity to establish a relationship with the Massachusetts based office of *** if they were willing to participate
The Life Time management team at the Westwood, MA club has offered Ms*** and her family one month free membership for any inconvenience regarding this
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 officeIf I may be of additional assistance, please feel free to contact me
In health,
***Member Relations
[email protected]

Initial Business Response /* (1000, 5, 2015/08/14) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Mr*** ***
Case # ***
Dear Mr***,
I received your complaint dated Thursday, August 6, 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, which requires a 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 attached a copy of the original agreement which was completed at the time of joining by Mr***, as well as emailed to Mr*** for his records
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*** did not provided Life Time Fitness a proper cancellation request in September Mr*** spoke with the Member Services Department Head on September 29, 2014, and updated his billing information at that timeAt that time, Mr*** was explained about the cancellation policy required to terminate his membership, and Life Time did not receive a certified cancellation letter until this August Life Time has processed the cancellation request, and there will be no further billing to Mr***Mr*** will continue to have access to the club through the end of AugustLife Time respectfully declines to refund the membership dues collected for the past months as Mr*** requestedWe 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
Member Relations
[email protected]

Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Ms*** *** Complaint ID *** To whom it concerns, I received your complaint dated Tuesday, July 5, containing a complaint filed with your office by Ms*** ***
regarding her brother’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 866-770-to address this billing issue in further detailAbove 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 OMember Relations [email protected]

Initial Business Response /* (1000, 5, 2015/11/16) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Mr*** ***
Case # ***
Dear Mr***,
I received your complaint dated Friday, November 6, containing a
complaint filed with your office by Mr*** *** regarding the Life Time billing and membership status
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 miscommunication
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 Mr***'s General Terms Agreement signed at the time of joining
Upon reviewing Mr***'s membership, Life Time Fitness has no record of a cancellation request for the membershipThe last communication Life Time has documented was a conversation with Mr*** in which Mr*** took advantage of a 90% balance reduction on his delinquent membershipThis conversation took place with a corporate Member Retention Specialist on September 28, At that time Life Time removed $173.00, while Mr*** paid $of his past due delinquent balance when agreeing to update the payment form on file and continuing the membershipMr***'s membership was also placed on an immediate Life Time Health hold at that time per the balance reduction offer
Since that date, Life Time has received no communication or a proper cancellation request to terminate Mr***'s membershipIf Mr*** is able to provide me a receipt of his cancellation request, I would be happy to honor itHowever at this time Life Time has no record of receiving a proper cancellation request, and therefore respectfully declines to refund the membership dues collectedLastly, as a member service gesture we will accept this written complaint as a written request to terminate Mr***'s membership with Life Time FitnessMr***'s membership will cancel effective December 31, 2015, per the cancellation policy outlined above in Mr***'s General Terms AgreementMr*** will receive a copy of the termination agreement for his records at [email protected]
Above all, we thank Mr*** for his prior patronage and allowing Life Time the opportunity to respond to his concernsWe apologize for any confusion with our cancellation processesIf I may be of additional assistance, please feel free to contact me
Sincerely,
Dustin O
Member Relations
[email protected]
Initial Consumer Rebuttal /* (3000, 8, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr*** ,
While agreeing to pay the $and removing 90% of a past due balance, it was also agreed to give payment terms to pay it even though I had not used it for quiet sometime and speaking to a Manager at a physical store to cancel it, not to keep a membership I was not usingthere was no written correspondence, when you pay a past due balance to get rid of charges that we incurred after speaking to the local Manager at the Easton store, which I believe I visited less than half a dozen times you would think I am not interestedI never got into the reasons I cancelled, which would include poor work out conditions (smell) and rude employeesSo I do not accept that just cancelling a membership that I had thought was cancelled back in is sufficientI do appreciate you ensuring that the membership is cancelled nowWould you be so kind as to reply with also how much of my dollars you "earned" without someone ever returning to your facilities because of the fine print in your response
*** ***
Final Business Response /* (4000, 10, 2015/11/25) */
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 18, containing a reply by Mr*** ***
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 Mr*** for another opportunity to address his concerns and apologize that the cancellation process 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 accommodate Mr***'s refund requestAs stated in the prior response, Mr***'s membership is canceling effective December 31, We will assure that Mr*** is not billed any further monthly duesLife Time will remain consistent with our terms of our agreements
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]

Initial Business Response /* (1000, 5, 2016/02/19) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Mr*** ***
Case # ***
Dear Mr***,
I received your email dated Wednesday, February 17,
containing a complaint filed with your office by Mr*** *** regarding the attempts to cancel his Life Time Membership and the current balance owed
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 by noticeMembers will have active membership and pay for days following cancellation receipt(ex: cancellation received September 15, member will have an active membership through October and pays of October on October 1.)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 requestOn November 4, Life Time responded to a contact us email outlining the process to cancel the membershipHowever, Life Time Fitness has no record of a proper cancellation submitted by Mr***As a customer service gesture, we will accept this written complaint as a written request to terminate Mr***'s membership with Life Time FitnessMr***'s membership will cancel effective March 18, per our standard day cancellation policyThe balance on Mr***'s membership is $currentlyThere 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 Warrenville, IL 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
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]
Initial Consumer Rebuttal /* (3000, 7, 2016/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have sent lifetime fitness a written notification around end of OctoberThen I had correspondence with lifetime through emailThey wouldn't close my account, I've told them I've sent a written mail and sent it to themThey claimed they didn't get it and that I need to send them registered mailOnce they learned that I put payment block on lifetime, they fraudulently charged my credit via different merchant codeI have yet to see a response for that
Final Business Response /* (4000, 9, 2016/03/01) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Mr*** ***
Case # ***
Dear Mr***,
I received your email dated Monday, May 4, containing a reply by Mr*** *** 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 Mr*** for another opportunity to address his concerns and apologize that the cancellation process 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 locationsTherefore, a member must provide a written notice to cancel as outlined in the previous response
Additionally, the General Terms Agreement states in the MEMBERSHIP FEES PAYMENT, STATUS CHANGES AND REFUND AUTHORIZATION section: "I authorize Life Time Fitness or its agents on its behalf to, depending on my method chosen, automatically and without notice charge my designated credit/debit card or draft from my designated checking/savings account (together, "EFT"), for this membership's Joining Fees and first month's Membership Dues on the date of my enrollment, and on a monthly basis thereafter for any and all amounts due and owing to Life Time Fitness, including my then-current month's Membership Dues, any outstanding portions of my Joining Fees or Membership Dues, any Experience Life fees, any fees for Life Time Fitness services or products, any late fees, any collection costs, and payments that I, anyone on this membership, or any guests under this membership owe for the submission of invalid payment instruments." I have again included Mr*** General Terms Agreement for reference
While it is never our intent to fall short of our member's expectations, I regret that we are unable to refund Mr*** at this time due to never receiving a proper cancellation requestThe monthly dues that were collected on December 28, were owed to Life Time, and collected per the General Terms Agreement regarding membership fees paymentAs a member services gesture, I have also honored to remove the remaining balance owed of $and removed Mr***'s email from the delinquent contact list per his requestIf Mr*** is able to provide me a copy of a certified receipt for the cancellation letter mailed, I would be happy to re-address the issueI apologize for any misunderstanding or confusion surrounding the cancellation process with Life Time Fitness
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]

Ms*** *** Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Ms*** *** Complaint ID *** Dear Ms***, I received your email dated Thursday, December 1, containing a complaint filed with your office by Ms***
*** regarding the refund request for the half marathon registration fee. We appreciate Ms*** for filing her complaint so that we can address her concerns furtherFirst off, I would like to apologize for the lack of follow through on whomever had been assisting Ms***. Since I’m unable to review race registrations, I would need Ms*** to provide me the name of the representative and email address that she was corresponding with in October to look further into why the refund was not processed. Also if Ms*** can provide me the email chains, she can forward them to me at [email protected], “Attention Dustin” and I will work to fully resolve this issue. Above all, we thank Ms*** for her prior patronage and allowing Life Time the opportunity to respond to his concerns. Lastly, we apologize for the frustration this has caused Ms***. If I may be of additional assistance, please feel free to contact meSincerely, Dustin OMember Relations [email protected]

Ms*** *** Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Ms*** *** Complaint ID *** Dear Ms***, We received your email dated Tuesday, July 18, in the response to the first matter Ms*** brought to our attention regarding billing for Personal Training product. We thank Ms*** for another opportunity to respond to her complaintAs stated in the previous response, the Personal Training Team is willing to assist in servicing Ms***’s final training session should she choose to do so, without having an active membershipMs*** is welcome to reach out to Michael *** to schedule the session through another trainer should she not wish to complete the sessions with Kevin. Per the signed Fitness Services Agreement, Life Time again respectfully declines processing a refund as the terms of the contract were outlined specifically on that documentation. We apologize for any misunderstanding or confusion regarding the Fitness Services Agreement completedAbove all, we thank Ms*** for her patronage and patience to allow 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 meSincerely, Dustin OLife Time Fitness Member Relations

Ms*** *** Revdex.com of Minnesota and North Dakota
Gannon Road Saint Paul, MN Re: Mr*** *** Complaint ID *** Dear Ms***, I received your email dated Monday, September 26, containing a complaint filed with your office by Mr*** *** regarding the billing of his daughter’s Life Time membership. We appreciate Mr*** providing me his daughter’s name so that we could review Ms*** ***’s member and further address his concerns immediatelyIn response to Mr***’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 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 friendlyBy 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.” If a member does not provide a payment prior to the first of each month, the automated billing will attempt to collect the owed membership dues. I have included Ms***’s General Terms Agreement for referenceUpon reviewing Ms***’s membership, I can see the error that occurred. We are sorry for the extremely poor experience this has caused Ms*** and Mr***. The error occurred when the club collected $as a “Sale” versus collecting it as a “Payment” towards future membership dues. Again, we apologize for the frustration this has caused. Life Time has processed a refund today for $63.21, as well as added a credit of $towards October’s monthly dues. The refund will take 3-business days to post back to the bank account as a credit. There will be not further charges owed until November 1, 2016. We suggest that Ms*** makes the November monthly dues “payment” by October 31, so that the billing does not automatically collect on November 1, Above all, we thank Mr*** and his daughter for their 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 office. If I may be of additional assistance, please feel free to contact meSincerely, Dustin OMember Relations [email protected]

Initial Business Response /* (1000, 16, 2015/05/05) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Mr*** ***
Case # ***
Dear Mr***,
I received your email dated Monday, April 27, containing a
complaint filed with your office by Mr*** *** regarding the attempt to cancel his Life Time Membership via email
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)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***'s membership, Mr*** has yet to provide Life Time Fitness a proper cancellation request per the General Terms Agreement outlined aboveAlso on April 29, Mr*** updated his payment form on file with Life Time, and the two month balance of $collected on April 30, We apologize for any misunderstanding and miscommunication regarding the cancellation process
I'm also sorry to hear about the horrific accident that Mr***'s family has been dealing withIf Mr*** would like to provide me a written statement to terminate the membership per his Revdex.com response, I would be happy to terminate his membership for the end of May, without requiring the billing cycle noticeI will await his response
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,
***
Member Relations
[email protected]

Ms*** *** Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Mr*** *** Complaint ID *** Dear Ms***, I received your complaint dated Wednesday, February 1, containing a complaint filed with your office by Mr
*** *** regarding the billing for the Life Time Membership, and the collection of the final amount owed. We appreciate Mr*** 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 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 Ms*** ***. Additionally, the General Terms Agreement states in the MEMBERSHIP FEES PAYMENT, STATUS CHANGES AND REFUND AUTHORIZATION section: “I authorize Life Time Fitness or its agents on its behalf to, depending on my method chosen, automatically and without notice charge my designated credit/debit card or draft from my designated checking/savings account (together, "EFT"), for this membership's Joining Fees and first month's Membership Dues on the date of my enrollment, and on a monthly basis thereafter for any and all amounts due and owing to Life Time Fitness, including my then-current month's Membership Dues, any outstanding portions of my Joining Fees or Membership Dues, any Experience Life fees, any fees for Life Time Fitness services or products, any late fees, any collection costs, and payments that I, anyone on this membership, or any guests under this membership owe for the submission of invalid payment instruments.” Upon reviewing Mr*** and *** ***’s membership, Mr*** provided Life Time Fitness a proper cancellation request on November 16, 2016. Life Time Fitness continued to attempt the past due balance for October, November, and December due to the delinquent membership in the amount of $734.86. For reference, I have included a copy of the Termination Agreement. On December 16, 2016, Life Time was successfully able to collect the past due membership fees owedLife Time respectfully declines to process a refund for the membership dues that were owed to Life TimeFinally, we want to address Mr***’s concerns about the payment method used to collect the past due balance. Life Time Fitness has continued to collect payment through the same American Express billing information that Ms*** provided to Life Time Fitness at joiningOn November 19, 2015, Life Time received an updated American Express through Account Updater. Account Updater 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/American Express card issuers So, 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 notifications. Cardholder’s agree to the terms of the Account Updater when they sign up for their credit card, which is why Mr*** lost the dispute with American Express. We are sorry for any frustration and confusion this has causedAbove all, we thank Mrand Ms*** for their 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]

Ms*** ***Revdex.com of Minnesota and North DakotaGannon RoadSaint Paul, MN 55116 Re: Mr*** ***Complaint ID *** Dear Ms***,We received your email dated Friday, January 6, containing a complaint filed with your office by Mr*** ***
regarding the past due balance and cancellation process for the Life Time membership. We appreciate Mr*** filing a complaint so that we could 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 center or by sending a written termination request stating that the member is terminating their membership by certified mail, return receipt requested. We believe that it is in the best interest of our members to have a receipt of cancellation to prevent any possible miscommunication. Life Time does not accept cancellations via phone, fax or emailAdditionally, 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). For reference, we have included a copy of Mr***’s General Terms AgreementUpon reviewing Mr***’s membership, Life Time has no record of any cancellation submitted to Life Time per our standard cancellation policy. Mr***’s membership was billed in October as no cancellation has been provided to Life Time, and starting in November Mr***’s membership went past due. The past due balance on Mr***’s membership is $for the months of November, December, and January. Life Time may also be able to assist with reducing Mr***’s balance should he wish to take advantage of the existing offers to resolve the balance. Otherwise, there are three ways Mr*** can pay his balance and they are as follows; in person at any Life Time facility, or, mailing in payment to the Scottsdale Life Time, 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. If Mr*** can provide proof of his cancellation, Life Time is more than happy to readdress this complaintAbove 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 office. If I may be of additional assistance, please feel free to contact meSincerely, Dustin O.Member [email protected]

Initial Business Response /* (1000, 5, 2016/03/03) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Mr*** ***
Case # ***
Dear Mr***,
I received your email dated February 22, containing a complaint
by Mr*** *** regarding the Life Time Fitness membership and our billing processesI thanks Mr*** for filing the complaint so that we could further address his concerns
Life Time Fitness respects that there are countless situations which pose special circumstances to our members across the country and may require a member to cancel their 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 and having communication with Dan and Chris, Life Time does not feel a refund is warrantedMr*** begin his membership with Chris, as Dan was absentMr*** explained the situation to Chris about beginning his account with Life Time, and explained that eventually an insurance check would pick up a couple months of the accountMr*** wanted to begin using the club, knowing that the insurance check was still a couple weeks to a month out from us receiving itChris clearly let Mr*** know that if we began his account, whatever card Mr*** placed on file as the EFT would be charged on the 1st of each month if we have not received an insurance checkMr*** agreed and said that would be fine, so Chris proceeded with the General Terms Agreement which is included for referenceIn the weeks after, Chris reached out twice before the February billing occurred, leaving voicemails both times to see if there was an update on the insurance check or when we could expect this to arrive at the club to be on lookout for it; no responseIn mid-February, Jolene received a voicemail from Mr*** regarding the billing for FebruaryShe proceeded to forward to Chris, and Chris then called Mr*** on three separate occasions upon request to help answer any questions regarding the membership; again, no response to all three calls
Additionally, the General Terms Agreement states in the MEMBERSHIP FEES PAYMENT, STATUS CHANGES AND REFUND AUTHORIZATION section: "I authorize Life Time Fitness or its agents on its behalf to, depending on my method chosen, automatically and without notice charge my designated credit/debit card or draft from my designated checking/savings account (together, "EFT"), for this membership's Joining Fees and first month's Membership Dues on the date of my enrollment, and on a monthly basis thereafter for any and all amounts due and owing to Life Time Fitness, including my then-current month's Membership Dues, any outstanding portions of my Joining Fees or Membership Dues, any Experience Life fees, any fees for Life Time Fitness services or products, any late fees, any collection costs, and payments that I, anyone on this membership, or any guests under this membership owe for the submission of invalid payment instruments." Again, I have again included Mr***'s General Terms Agreement for referenceFinally, Mr***'s membership remains activeIf Mr*** wishes to make any change requests to his membership, we suggest that he visits his local club to sign for the changes or sends a certified letter to request a change
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]
Initial Consumer Rebuttal /* (3000, 8, 2016/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off I never started membership never received membership card or contract from them no paper workI have emailed the manager never received a response nor a return phone call from Jolene Dan or chris and have called multiple times and was charged within a day period I have called lifetime corporate neumorus times and never received an anwser or a return phone call this case is far from being closed I will also be filing a formal complaint with the minnesota attorney generals office besides continuing with the Revdex.com I have not set foot in one of their clubs until I was to receive a phone call stating they had received a check from the insurance company for months of service I will also be calling the insurance company to have them stop payment on the check and will be taking my athletic club needs elsewhere
Final Business Response /* (4000, 10, 2016/03/17) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Mr*** ***
Case # ***
Dear Mr***,
I received your email dated Monday, March 7, containing a reply by Mr*** *** regarding his Life Time Fitness' membership status 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 cancellation process 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
As I included in the first response, Mr***'s signed and initialed General Terms Agreement shows the date of his membership activation being January 13, Also, Life Time mails out permanent membership cards to the address provided on the General Terms Agreement within 7-business days of joiningAlso during the time the permanent card is being made and mailed out, the member has access to the club with their ID, or a temporary membership card
Also 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 miscommunication
Additionally, the General Terms Agreement states that all cancellation requires written termination by noticeMembers will have active membership and pay for days following cancellation receipt(ex: cancellation received September 15, member will have an active membership through October and pays of October on October 1.)We suggest that Mr*** completes a proper cancellation request if he no longer wishes to continue membership with Life Time Fitness
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]

I am rejecting this response because:
The email was fabriacatedYou gave me a word document, which easily could have been made upPart of the deal when signing up was the swim lessonsI was never contracted via email as you suggestedYour company not being able to prove that you emailed me alone is proof enough that you did not honor the menbership package I PAID FOR signing up. Please give me PROOF that I didn’t check into the childcare center before class timesThis also proves that I was not given what I paid for SPORTS CLASSES FOR MY KIDThe conditions were not good at this club. If this doesn’t get resolved soon I will be disputing withmy Bank because I did not receive the services guaranteed to me when signing upIt’s like paying for a product and then never receiving itThey stated that based on these failures on your end I could dispute he charges

Initial Business Response /* (1000, 6, 2015/07/02) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Mr*** ***
Case # ***
Dear Mr***,
I received your email dated Thursday, June 25, containing a
complaint filed with your office by Mr*** ***regarding the cancellation of his membership with Life Time
Life Time believes 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 initial money back cancellation opportunityLife Time Fitness' General Terms Agreement states I may terminate this membership for any reason during the first days of membership and receive a refund of the Joining Fees and Membership DuesThis guarantee does not apply if I previously have terminated a Life Time Fitness membership or to any product or services that were a part of any membership package or that I or anyone else on this membership have purchased
Upon reviewing Mr***'s membership Life Time has had a previous membership with Life Time, and therefore does not qualify for a day money back guaranteeWe apologize for any inconvenience with Mr***'s first attempt to cancel his membershipIf Mr*** could explain to me the date, club location, and the time in which he first attempted to cancel his membership, I would be happy to look into if a refund is owedLife Time shows record that Mr*** signed to terminate the membership on June 18, 2015, at the Target Center locationThe cancellation paperwork was processed per the day notice required in canceling the membership, and the membership is pending termination for July 18,
I look forward to Mr*** providing me the additional details of his original attempt to cancel, so that I can properly review his account and address if a refund is owedWe thank Mr*** for taking the time to reach out so we could address his concernsAgain I apologize for the inconvenience this has caused Mr***
Sincerely,
Dustin O
Member Relations
[email protected]
Initial Consumer Rebuttal /* (3000, 8, 2015/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
I believe my first attempt at cancellation would have been on June 15th at the Bloomington North location roughly between or 10PMI did not scan my card as I came solely to cancel my membershipI was told by two staff members present I just missed someone that could help me and that I could go to any location to cancel which is why I later went to the Target Center location that is near my workDue to my schedule I'm usually not able to visit until later in the evening so this was the only opportunity for me to speak with someone
I was not made aware that the day guarantee was only for first time members of the clubI did disclose I previously maintained a membership at account open and was told multiple times I could always change my mind within daysI do not want to insinuate that the rep who helped me did something wrong as he was very kind and understandingBut I do feel if I knew I would be forced to maintain membership for 1/months I would not have enrolled
Ultimately I would just like to see if I can have the original agreement made at the time of signing up to be honored
Thank you
Final Business Response /* (4000, 10, 2015/07/16) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Mr*** ***
Case # ***
Dear Mr***,
I received your email dated Thursday, June 25, containing a reply by Mr*** *** regarding the Life Time Fitness' cancellation process as described in the response to the Revdex.com regarding the first response to this matter
On behalf of Life Time Fitness, we apologize that the cancellation process did not meet Mr***'s expectations and truly regret any issues he may have experienced when inquiring about cancelling his membership at the Life Time FitnessUnfortunately Life Time is upholding the original agreement signed at the time of joining, which specifically outlines that prior members of Life Time are not eligible for a money back refundWe respectively decline processing a money back refund, but have honored to refund the three additional days that Mr*** was charged due to being turned away when initially attempting to cancel the membership on June 15, The refund is in the amount of $and will post as a credit to Mr***'s bank account in 3-business days
While it is never our intent to fall short of our members expectations, I regret that we are unable to provide Mr*** with a day, money back refundI 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]

Initial Business Response /* (1000, 5, 2016/01/21) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Ms*** ***
Case #***
Dear Mr***,
I received your email dated Friday, January 15, 2016, containing a
complaint filed with your office by Ms*** *** regarding a refund request of a Life Time Personal Training session that was unused
It has been confirmed that Ms*** purchased package (10) Personal Training on March 7, 2015, which consisted of sessions at $each, totaling $By way of background and outlined in the Personal Training contract, Life Time Fitness does not refund Personal Training sessions after the first session purchased in the package is utilizedThe cancellation and refund policy states that members may obtain a refund of the amount they paid if the written notice of cancellation is received within business days of the date they signed, or at any time before the first session is servicedOnce the first session has been serviced, they may cancel at any time; however, all payments made prior to cancelling are nonrefundableMs*** started using her packaged sessions on March 17, 2015, and proceeded to use of the sessions
Upon further review of Ms***'s membership, on October 22, 2015, Ms*** contact our corporate office and spoke with a Member Relations representativeAt that time Ms*** requested that Life Time refund the one remaining Personal Training session that went unused due to her previous trainers no longer being employed at Life TimeMember Relations reached out to the Personal Training Department Head at the local club, and it was agreed that Life Time would honor a refund of the remaining sessionHowever, due to the length of time between the initial purchase of the sessions and the time in which Ms*** requested a refund, Life Time was unable to process a refund directly to the card used at the time of the transaction on March 7,
Due to security guidelines, Life Time does not store billing information linked to transaction older than six monthsTherefore, a manual refund had to be submitted by the club via a refund request form listing Ms*** current credit card informationOn December 28, 2015, Ms*** provided her credit card information to the front desk, and at that time Ms*** stated she would email Parker to assist with finalizing the refund for $I can confirm that Life Time did process a refund of $on January 15, It can take 3-business days to post to Ms*** bank account
As a company built upon delivering an unsurpassed experience to all our members, I apologize if we have fallen short of this goal for Ms***Above all, we thank Ms*** for her patronage and patience to allow Life Time 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
Life Time Fitness
Member Relations

Ms*** ***Revdex.com of Minnesota and North DakotaGannon RoadSaint Paul, MN 55116 Re: Mr*** ***Complaint ID *** Dear Ms***,I received your email dated Tuesday, September 27, containing a reply by Mr*** *** regarding the status of the Life Time membership as described in the initial response to the Revdex.comOn 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***’s expectations. Again, Life Time Fitness respects that there are countless situations which pose special circumstances to our members across the country and as such, we have implemented consistent membership guidelines to provide a uniform member experience throughout our club locations. Life Time has no records of *** *** submitting a proper cancellation, and therefore a refund will not be honored.While it is never our intent to fall short of our member’s expectations, I regret that we are unable to accommodate Mr***’s request to honor his written complaint with the Revdex.com as a termination letter. The reasoning is because Mr*** is not an active member on *** ***’s members, nor is Mr*** listed as the payer of the membership. Therefore, Mr*** has no authorization to canceled *** ***’s membership at this time. Again, we suggest that *** takes the appropriate action to terminate her own membership should she choose to do so.I thank Mr*** for the opportunity respond to his concern once again. 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 O.Member [email protected]

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