Life Time Fitness Inc

Mr*** *** Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Mr*** *** Complaint ID *** Dear Mr***, I received your complaint dated Friday, April 15, containing a complaint filed with your office by Mr*** *** regarding the
attempt to cancel his Life Time Membership, and the continued billing. We appreciate Mr*** 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 Mr***. Upon reviewing Mr***'s membership, Mr*** has not yet provided Life Time Fitness a proper cancellation request. Life Time Fitness first informed Mr*** about our cancellation policy on November 11, when Mr*** inquired about canceling, however Mr*** has yet to properly submit a cancellation request. On November 11th, 2015, Mr *** told Life Time Fitness he would just cancel the charges though his bank. Life Time Fitness has continued to collect payment for the owed monthly membership dues through the same billing information that Mr*** provided to Life Time FitnessAbove 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, *** *Member Relations [email protected]

Ms*** ***Revdex.com of Minnesota and North DakotaGannon RoadSaint Paul, MN 55116 Re: Ms*** ***Complaint ID *** Dear Ms***, I received your email dated September 13, containing a complaint filed with your office by Ms*** ***
regarding the Garmin Forerunner Running device purchased on our online store and the delivery of the item to the residence provided.Life Time Fitness has honored to refund the purchase in full for $260.00, and will be deposited in Ms***’s bank account as a credit. Life Time apologizes that the shipping process did not go smoothly, and that Ms*** did not receive the proper attention to the issue in a timely manner. We hope that Ms*** is happy with the resolution.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 [email protected] Time Fitness, Inc

Dear Ms***,
Thank you for providing me the response from the Lifetime Fitness and the complement of information in attachment
Under these circumstances, I am rejecting the response because I am completely confused and shocked with the consideration that Lifetime is giving to this issue
I never signed any document or provided any “Voided Check” to authorize Lifetime Fitness or its agent to charge my Bank Account and above all “Without Notice”
As I stated in my initial complaint: we spent more than minutes with the Financial Advisor to not authorize automatic charges and we agreed on our designated method, to proceed monthly at the front-desk cash-register on the due dateThey gave us the assuranceWhere is the Trust?
Now, a signature have been added to my name on the “General Terms Agreement” that I have never seen during my visit on Aug27th to the center and I am shocked that lifetime Fitness, Incis using this evidence as a legitimate document
My daughter is years old and unauthorized by law and Lifetime policy to enter into this agreementIf it happens that they made her signed the authorization: This practice does not comply with “Consistent approach to membership policies that we believe should be good business practice or consumer friendly”
I highly appreciate MrDustin Ofor his time and effort to prepare his quick response, but unfortunately, a better investigation on the authenticity of the Signed Authorization have not been issued
At this moment I contacted my bank to prevent any future transaction with Lifetime fitness on this account, and hope that this concern will be considered seriously by both party, as I am confident that this case will not escalate to further action with everyone cooperation
As a long time Fridley resident (more than years), we supported Lifetime Fitness from its early days, our family membership has experienced other mistakes and mistreatments during the time Lifetime Fitness was building its industry over the decadesWe like the facility and its current staff members, no doubt
I am respectfully asking again Lifetime Fitness, Incto provide for me an explanation on how this authorization to access my bank account had happened and why a do practice to notification did not occurred?
Please, accept my Best Regards and looking forward to continue using our health facilities
Thank you Ms*** for your exceptional facilitation and the service you are providing to the customers
Sincerely,
*** ***

Ms*** ***Revdex.com of Minnesota and North DakotaGannon RoadSaint Paul, MN 55116 Re: Mr*** ***Complaint ID *** Dear Ms***,I received your email dated Friday, December 9, 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***’ expectations. Again, Life Time Fitness respects that there are countless situations which pose special circumstances to our members across the country and may require a member to cancel their membership. As such, we have implemented consistent membership guidelines to provide a uniform member experience throughout our club locations. Therefore, a member must provide a written notice to cancel as outlined in the previous response.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 Mr*** at this time due to never receiving a proper cancellation request. I have however removed Mr***’ phone number and email from the delinquent contact list per his request so not further outreach occurs. Should Mr*** ever wish to rejoin Life Time, he would be responsible for resolving the outstanding balance owed to Life Time. Again, I apologize for any misunderstanding or confusion surrounding the cancellation process with Life Time Fitness.I thank Mr*** for the opportunity respond to his concern. To this end, we trust that this matter will be considered closed by your office. If I may be of additional assistance, please feel free to contact meSincerely,Dustin O.Member [email protected]

Life Time will need to be provided with further details of whom the membership is actually for to be able to look into this further. Please provide a full name of the member. Thanks,Dustin O.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 Thursday, November 3, containing a complaint filed with your office by Mr***
*** regarding the recent dues increase and cancellation process for the Life Time Membership. We appreciate Mr*** for reaching out so that we could further address his concerns. 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 per terms and conditions of the General Terms Agreement, 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). 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 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 experienceUpon reviewing Mr***’s membership, Life Time did receive a proper cancelation on October 10, 2016. Per the billing cycle notice to cancel the membership, Mr***’s membership is pending termination for November 30, 2016, and Mr*** will continue to have access through November. I have attached a copy of the Termination Agreement for reference. Life Time has honored to refund the $dues increase that Mr***’s membership was subject to on November 1, as a member services gesture. The refund will take 3-business days to post as a credit to Mr***’s bank accountLastly, Life Time apologize for any misunderstanding or miscommunication regarding the cancellation process and the additional frustration this issue has caused.Above all, we thank Mr*** for his patronage and allowing Life Time Fitness the opportunity to respond to his concernsAgain, we apologize for the frustration with our cancellation policy. 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]

Initial Business Response /* (1000, 5, 2015/12/17) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Ms*** ***
Case # ***
Dear Mr***,
I received your email dated Thursday, December 10, containing a
complaint filed with your office by Ms*** *** regarding a personal training session and past due balance at Life Time
Upon reviewing Ms***'s membership, it has been confirmed that Ms*** purchased four Small Group Training sessions on January 17, in the amount of $per session, totaling $By way of background, Life Time Fitness does not refund Personal Training sessions after their first session purchased in the package is utilized
The 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 personal training session on April 11, and proceeded to use two additional sessions on April 4, and April 11, Life Time respectfully declines to process any refunds or use the funds paid toward personal training to offset her current delinquent monthly dues owed
Ms*** did complete the proper steps to place her membership on Life Time Health, which is a hold option with a reduced monthly feeThis was completed on March 14, 2015, and took effect as of May 1, per the billing cycle notice requiredI have included the Life Time Health Agreement for reference
To address Ms***'s concerns regarding cancellation, 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 MrLuna's General Terms Agreement signed at the time of joining
Upon further review of the membership, Life Time never received a proper cancellation request prior to receiving a cancellation letter postmarked November 30, Per the billing cycle notice outlined in the General Terms Agreement, the membership is pending termination as of December 31, Ms*** is welcome to use her final training session that is still active and available for use if she choose to do so, even while the membership is on Life Time Health holdFinal payment for the delinquent monthly dues balance in the amount of $can be made by contacting Member Relations at ***Lastly, Ms*** has LT Buck$ on her membership which also can be utilized through December 31, If Ms*** has any additional questions on how to use these awarded LT Buck$, she is welcome to contact Life Time to discuss this
Above all, we thank Ms*** for her patronage and 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
Sincerely,
Dustin O
Life Time Fitness
Member Relations

Initial Business Response /* (1000, 10, 2015/05/15) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Mr*** ***
Case # ***
Dear Mr***,
I received your email dated Wednesday, May 6, containing a
complaint filed with your office by Mr*** *** regarding the billing and cancellation of Mr*** ***'s 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 emailI have included a copy of Mr*** ***'s General Terms Agreement for reference, signed by the payer of the membership, Mr*** ***
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)
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, Life Time has no record of any cancellation submitted at Life Time per our standard cancellation policy, and the membership terminated due to nonpayment on February 28, Also, Life Time has documentation that Mr***'s son, ***, was actively using the membership per the attached usage reportAdditionally, Mr*** *** was in contact multiple times with Life Time about the past due balance owed, so he was aware of the past due membership and that it was not canceled
On December 16, 2014, the Business Administrator, ***, spoke with Mr*** *** and they agreed to continue to allow *** access to the club, even with the past due balance owed for December duesMr*** agreed to meet with *** on December 20, to updated the credit card on file for the membership dues, but did not show up for the meetingAgain on December 22, 2014, Life Time tried reaching out to Mr*** via email to see when they could schedule another meeting, and did not hear back on when the balance could be resolvedOnce again Mr*** reached out to Life Time on January 27, 2015, stating that he didn't appreciate the Front Desk stopping his son due to the past due balance owed for December and JanuaryAgain, Mr*** promised he would bring in the past due balance owed on Friday, but never did so
While it is never our intent to fall short of our members expectations, I regret that we are unable to refund the dues that were collected from Mr*** for the past due balance owed from December through February There will be no further attempts to collect any dues as Mr*** ***'s membership terminated February 28, We apologize any frustration this has caused
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,
***
Member Relations
[email protected]

Initial Business Response /* (1000, 5, 2015/06/11) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Mr*** ***
Case # ***
Dear Mr***,
I received your email dated Wednesday, May 3, containing a
complaint filed with your office by Mr*** *** regarding the balance owed on his son, *** ***'s 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 emailFor reference I have included a copy of ***'s General Terms Agreement signed by Mr***
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 days of October on October 1.)
Life Time respects that there are countless situations which pose special circumstances to our members across the country and may require a member to cancel their membershipAs such, in the spirit of delivering best-in-class facilities, amenities and programming, we have implemented consistent membership guidelines to provide a uniform member experience
Upon reviewing Mr***'s membership, Life Time Fitness has no record of a cancellation request for ***'s membershipWithout a proper cancellation, Life Time declines to remove the previous balance owedIf Mr*** can provide proof of a proper cancellation, Life Time is more than happy to readdress this complaint; however we have documentation from December that Mr*** told a Life Time representative that he canceled his credit card so we would stop billing himThis is not a proper way to terminate a membership with Life TimeI would also like to state that *** used the membership for many months after joining, so Mr*** should have been aware this was not a one month membership
The balance on Mr***'s membership is $There are three ways Mr*** can pay the balance and they are as follows; in person at any Life Time facility, or mailing in payment to the Mansfield 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 FridayUnfortunately we are not able to meet Mr***'s request to allow his son to rejoin prior to the previous balance being repaid
Above all, we thank Mr*** for his prior 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]

Dear Mr***, Again on behalf of Life Time Fitness, we apologize that the day cancellation process did not meet Mrand Mrs***’s expectations. We truly regret any misunderstanding Mrand Mrs*** may have experienced when enrolling as a member
and attempting to cancel the membership at Life Time Fitness.Unfortunately Life Time is upholding the General Terms Agreement signed at the time of joining, which specifically outlines that prior members of Life Time are not eligible for a money back refund. While it is never our intent to fall short of our members expectations, we regret that we are unable to provide a money back refund. To this end, we trust that this matter will be considered closed by your office. If I may be of additional assistance, please feel free to contact me. Sincerely,Dustin O.Member [email protected]

Initial Business Response /* (1000, 10, 2015/05/14) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Ms*** ***
Case # ***
Dear Mr***,
I received your email dated Wednesday, May 6, containing a
complaint filed with your office by Ms*** *** regarding the cancellation of her membership with Life Time
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 valueIn keeping with this philosophy, our membership change process has been structured to provide members with a monthly membership change opportunity to the Standard Flex "hold" membership rather than canceling
As standard operating procedure, Life Time requires written notice by the end of the month in order for a change to be effective on the last day of the following month (e.g., written notice received by Life Time between January and January will be effective February 28)On October 31, 2012, Ms*** signed the Life Time Standard Flex Agreement to place her membership on Standard Flex effective December 1, I have included Ms***'s Standard Flex Agreement signed on October 31, for reference
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 miscommunicationI have included Ms***'s General Terms Agreement for reference
Life Time respects that there are countless situations which pose special circumstances to our members across the country and may require a member to cancel their membershipAs such, in the spirit of delivering best-in-class facilities, amenities and programming, we have implemented consistent membership guidelines to provide a uniform member experience
Upon reviewing Ms***'s membership, Life Time has no record of Ms*** canceling her own membership at any time after the Standard Flex Agreement request completed on October 31, As a member service gesture, I will cancel Ms***'s membership immediately at the end of MayWe also have no record of Ms*** ever contacted Life Time to notify us that there were billing issues regarding her membershipLife Time does communicate via email notifying members of their myLTBucks while on Life Time Health, however we do not make outbound calls regarding this as she claimsCurrently Ms*** has $myLTBucks that she can use towards products or services through our website - https://www.lifetimefitness.com/en/mylt/myLT-bucks.htmlHer username is ellemem and if she needs to request a new password, she can visit - https://www.lifetimefitness.com/en/log-in-help.html?destination=forgotPassword⇄ /> While I recognize that Ms*** may not agree with this decision, I do hope that she understands it has been made out of fairness to all Life Time membersAbove all, we thank Ms*** for allowing Life Time the opportunity to provide a response to her concerns
To this end, we trust that this matter will be considered closed by your officeIf you have any questions please feel free to contact me
Sincerely,
***
Member Relations
[email protected]
Initial Consumer Rebuttal /* (3000, 12, 2015/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Contrary to ***'s statement, I have a copy of the letter dated December 2012, asking that my flex membership be canceled and the billing discontinued January for the reasons stated earlierThe letter was hand delivered and left with guest services at the front desk because there were no membership agents available to speak to me when I came by
The last call I received regarding my LifeTime bucks took place on May @ 11:34am; I actually have the voicemail still stored on my phone, so I do get phone calls regularly
I can attach a copy of the original letter canceling my contract if neededI do not have it here at work
Final Business Response /* (4000, 14, 2015/05/20) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: Ms*** ***
Case # ***
Dear Mr***,
I received your email dated Friday, May 15, 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 locations
Unfortunately without having a cancellation request signed and completed by an employee, or a certified letter mailed to terminate the membership postdated from December 2012, Life Time Fitness is not able to honor a backdated cancelWhile it is never our intent to fall short of our member's expectations, I regret that we are unable to accommodate Ms***'s refund requestAs stated in the prior response, Ms***'s cancellation request has been completed per the Revdex.com complaint filed, and there will be no further billing attempted
I thank Ms***'s 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,
***
Member Relations
[email protected]

I am rejecting this response because: The agreement that was sent does not accuratley reflect what was taken from my account as at the time my membership fees were per month per member representative
Beth and Marcus as my children were no longer on the membership. Also I have spoke to Beth and Marcus on several occasions regarding cancelling my membership for which beth said it would be placed on hold for $a month and she will note the file to cancel the membership and all I had to go in and sign for which they then tool $out of my account. I have not used this membership since May in the understanding that it was to be cancelledI spoke to both Beth and Marcus at the facility and was told I would be able to cancel the membership. I will not close my complaint and have no intentions on doing so until the money is refunded. On the contract they sent that was an old contract for plus which is not reflected at all from what was taken out of my account. Lifetime does this to a lot of members which is why they have so many complaints and they refuse to own up to their mistakes. They took that money knowing my membership was supposed to be cancelled and laughed at me when I asked for a refund. At this point I do have the contract and the amount it states, I do have a copy of the email sent to me stating how much the membership was supposed to be and an email from Beth stating that the account was on hold pending cancellation and that I was not going to be charged. I refuse to close this complaint

Initial Business Response /* (1000, 5, 2015/09/11) */
Mr*** ***
Revdex.com of Minnesota and North Dakota
Gannon Road
Saint Paul, MN
Re: *** ***
Case # ***
Dear Mr***,
I received your complaint dated Tuesday, September 8, containing a
complaint filed with your office by *** *** regarding the attempt to cancel their Life Time Membership, and the continued billing
By way of background, Life Time Fitness' General Terms Agreement states that a member may terminate the membership for any reason by giving advance written 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 5th of the month in order for the termination to be effective on the last day of the current month (e.g., written notice received by Life Time Fitness between May and June will be effective June 30)For reference, I have attached a copy of the original 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 *** and *** ***'s membership, *** nor *** had provided Life Time Fitness a proper cancellation request prior to September 4, On September 4, 2015, *** meet with the General Manager, Tom, and was assisted with canceling the membershipAt this time Life Time has no record prior to September 4, of receiving a proper cancellation request, and therefore respectfully declines to refund the membership dues collectedThere will be no further billing to *** and ***'s membershipWe apologize for the frustration this has caused and confirm that the membership is pending termination for September 30, We will also send a confirmation email of the Termination Agreement to ***@hotmail.com for *** and ***'s records
Above all, we thank *** and *** 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 me
Sincerely,
Dustin O
Member Relations
[email protected]

I am rejecting this response because: The company did not notify me in writing that the dues were increasingThey continued with an old email addressAs I did not know of the increase, I was not able to stop the membership Therefore they continued to charge me. I think it is only fair that they refund January and February duesI notified them immediately when I did found out about the increase.Please note that I am very unhappy with this type of managementThis is not a fair response to my concern.Regards,*** M***

I am rejecting this response because:
I will take this to the Attorney General, I sent in the letter, Lifetime lost it and takes no responsibility for itAlso their representatives never told me to still send in a form or go in even after two months of speaking to them that this was canceledI was then tricked into paying two more months that could have been resolved a long time agoThis is a common running theme for Lifetime since when I had training sessions my cancelations were ignore for months as wellThis company scams you for your money and then puts you in a corner and you are forced to pay if you don’t want you living hood of your credit to be tarnished by them

Response attached along with documentation of General Terms Agreement.

Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Mr. [redacted]
Case # [redacted]
Dear Mr. [redacted],
I received your email dated Wednesday, March 2, 2016 containing a complaint filed with your office by Mr. [redacted]...

regarding the past due balance and cancellation policy for 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 notice. Advance written notice is described as submitting a termination request at a Life Time Fitness center or by sending a written termination request stating that the member is terminating their membership by certified mail, return receipt requested. We believe that it is in the best interest of our members to have a receipt of cancellation to prevent any possible miscommunication. Life Time Fitness does not accept cancellations via phone, fax or email.
Additionally, the General Terms Agreement states that all cancellation requires written termination by notice. Members will have active membership and pay for 30 days following cancellation receipt. (ex: cancellation received September 15, member will have an active membership through October 14 and pays of October on October 1.). I have included Mr. [redacted]'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 membership. As such, in the spirit of delivering best-in-class facilities, amenities and programming, we have implemented consistent membership guidelines to provide a uniform member experience.
Upon reviewing Mr. [redacted] membership, Mr. [redacted] did not provide Life Time Fitness a cancellation request until we received his certified letter dated February 20, 2016. Currently the membership is pending termination for March 20, 2016 per the 30 day notice required to terminate. I have included the Termination Agreement for reference. We apologize for any misunderstanding regarding the Life Time cancellation process. Also the Member Services Manager, Kelly [redacted], from the West County Life Time has called Mr. [redacted] on Thursday, March 3, 2016 to try and address his billing concerns further. We suggest that Mr. [redacted] please contacts Kelly back to explain in detail the issue at hand. The phone number to the West County Life Time is 636-227-0200. We hope that we are able to come to a resolution for Mr. [redacted].
Above all, we thank Mr. [redacted] for his patronage and allowing Life Time Fitness the opportunity to respond to his concerns. To this end, we trust that this matter will be considered closed by your office. If I may be of additional assistance, please feel free to contact me.
Sincerely,
Dustin O.
Member Relations
[email protected]

Ms. [redacted] Revdex.com of Minnesota and North Dakota 2706 Gannon Road Saint Paul, MN 55116   Re: Mr. [redacted] Complaint ID [redacted]   Dear Ms. [redacted], We received your email dated Monday, March 13, 2017 containing a complaint filed with your office by Mr. [redacted]...

[redacted] regarding the past due balance and cancellation process for the Life Time membership.  We appreciate Mr. [redacted] filing a complaint so that we could address his concerns further. Life Time Fitness respects that there are countless situations which pose special circumstances to our members across the country and may require a member to cancel their membership.  As such, in the spirit of delivering best-in-class facilities, amenities and programming, we have implemented consistent membership guidelines to provide a uniform member experience. By way of background, Life Time Fitness’ General Terms Agreement states that a member may terminate the membership for any reason by giving advance written notice.  Advance written notice is described as submitting a termination request at a Life Time center or by sending a written termination request stating that the member is terminating their membership by certified mail, return receipt requested.  We believe that it is in the best interest of our members to have a receipt of cancellation to prevent any possible miscommunication.  Life Time does not accept cancellations via phone, fax or email. Additionally, the General Terms Agreement states that all cancellation requires written termination notice which requires a 30 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).  For reference, we have included a copy of Mr. [redacted]’s General Terms Agreement. 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. [redacted]’s membership, Life Time has no record of any cancellation submitted to Life Time per our standard cancellation policy.   The past due balance on Mr. Holland’s membership currently is $225.90 for the months of February and March.  Life Time may also be able to assist with reducing Mr. [redacted]’s balance should he wish to take advantage of the existing offers to resolve the balance.  Otherwise, there are three ways Mr. Holland 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 8 a.m. and 8 p.m., central time, Monday through Friday.  If Mr. [redacted] can provide proof of his cancellation, Life Time is more than happy to readdress this complaint.  Above all, we thank Mr. [redacted] for his patronage and allowing Life Time Fitness the opportunity to respond to his concerns. To this end, we trust that this matter will be considered closed by your office.  If I may be of additional assistance, please feel free to contact me. Sincerely,   Dustin O. Member Relations [email protected]

Initial Business Response /* (1000, 5, 2015/08/13) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Ms. [redacted]
Case # [redacted]
Dear Mr. [redacted],
I received the complaint dated Thursday, August 6, 2015 containing a...

complaint filed with your office by Ms. [redacted] regarding the billing and balance collected from her Life Time membership.
By way of background, Life Time Fitness' General Terms Agreement states that a member may terminate the membership for any reason by giving advance written notice. Advance written notice is described as submitting a termination request at a Life Time center or by sending a written termination request stating that the member is terminating their membership by certified mail, return receipt requested. We believe that it is in the best interest of our members to have a receipt of cancellation to prevent any possible miscommunication. Life Time does not accept cancellations via phone, fax or email. I have included a copy of Ms. [redacted]'s General Terms Agreement for reference.
Additionally, the General Terms Agreement states that all cancellation requires written termination by notice. Members will have active membership and pay for 30 days following cancellation receipt. (ex: cancellation received September 15, member will have an active membership through October 14 and pays 14 days of October on October 1.)
Furthermore, 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 Ms. [redacted]'s membership, Life Time Fitness never received a proper written cancellation request. Life Time has record of Ms. [redacted] contacting Diane on June 13, 2015 stating that she lost several TEAM Fitness classes that she paid for, but never was there mention of a previous cancellation in April. Ms. [redacted] was explained about the medical freeze procedure at that time per the conversation that day, but she declined to provide a medical note to retroactively address any of the classes she stated she lost. Also at that time, Ms. [redacted] was provided the full cancellation policy, however she never executed a proper cancellation request. Again in July, Ms. [redacted] emailed with a Life Time Representative at our corporate office about the balance owed, and again did not properly execute a proper cancellation request.
Life Time collected $394.44 for the past due balance from June, July, and August on August 4, 2015. As a member services gesture Life Time would credit two months' worth of membership dues ($247.96) to use towards future membership dues for September and October if Ms. [redacted] continues membership. We hope that Ms. [redacted] understands we do appreciate her membership with us, and hope that she considers continuing membership. Otherwise, Ms. [redacted] will need to submit a proper cancellation request as outlined above and explained. Unfortunately Life Time respectfully declines any additional refund for monthly dues, as the past due balance was owed to Life Time per the General Term of Ms. [redacted]'s membership.
Above all, we thank Ms. [redacted] for her prior patronage and allowing Life Time the opportunity to respond to her concerns. If I may be of additional assistance, please feel free to contact me.
Sincerely,
Dustin
Member Relations
[email protected]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So Lifetime is admitting that I addressed the issue in June both in writing and via email however it wasn't correct... If there is a specific form needed then why wasn't that mentioned on my phone call or via email. The loss paid training was why I cancelled my membership and that was the conversation I had with Diane. Lifetime is refusing to refund me for times I clearly stated I was cancelled and did not attend the gym but they will apply it to future months. This is outrageous!
Final Business Response /* (4000, 9, 2015/09/03) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Ms. [redacted]
Case # [redacted]
Dear Mr. [redacted],
I received the complaint dated Monday, August 24, 2015 containing a reply by Ms. [redacted] regarding the billing and balance collected from her Life Time membership. Again, I will address 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, I thank Ms. [redacted] for another opportunity to address her concerns and apologize that the cancellation process did not meet Ms. [redacted]'s expectations. Again, Life Time Fitness respects that there are countless situations which pose special circumstances to our members across the country and may require a member to cancel their membership. As such, we have implemented consistent membership guidelines to provide a uniform member experience throughout our 115 club locations.
Unfortunately without having a cancellation request signed at the club, or a certified letter mailed to terminate the membership, Life Time Fitness is not able to honor backdating a cancellation. Life Time has notations of trying to assist Ms. [redacted] with her membership, as well as explaining the cancellation policy and process; however, Mr. [redacted] never took the action to provide a proper cancellation request. While it is never our intent to fall short of our member's expectations, I regret that we are unable to accommodate Ms. [redacted]'s refund request. Life Time has processed an immediate cancellation as of today, and has removed the balance of $123.98 for September's monthly dues. There are no further dues owed to Life Time.
I thank Ms. [redacted] for the opportunity respond to his concern. To this end, we trust that this matter will be considered closed by your office. If I may be of additional assistance, please feel free to contact me.
Sincerely,
Dustin
Member Relations
[email protected]

Mr. [redacted]Revdex.com of Minnesota and North Dakota2706 Gannon RoadSaint Paul, MN 55116Re: Mr. [redacted]Complaint ID [redacted]Dear Mr. [redacted],I received your email dated Tuesday, April 19, 2016 containing a reply by Mr. [redacted] 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. [redacted] for another opportunity to address his concerns and apologize that the cancellation process did not meet Mr. [redacted]’ expectations.  Again, Life Time Fitness respects that there are countless situations which pose special circumstances to our members across the country and may require a member to cancel their membership.  As such, we have implemented consistent membership guidelines to provide a uniform member experience throughout our 118 club locations.  Therefore a member must provide a written notice to cancel as outlined in the previous response, and Life Time does not accept email cancellations.If Mr. [redacted] is able to provide me a copy of the hand written cancellation that he completed at Life Time, I would be happy to re-address the issue.  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 Mr. [redacted] at this time due to never receiving a proper written cancellation request previously.  I apologize for any misunderstanding or confusion surrounding the cancellation process with Life Time Fitness.I thank Mr. [redacted] for the opportunity respond to his concern.  To this end, we trust that this matter will be considered closed by your office.  If I may be of additional assistance, please feel free to contact me. Sincerely,[redacted].Member [email protected]