Life Time Fitness Inc

Re: Mr. [redacted]Complaint ID: [redacted] Dear Ms. [redacted],We received your email dated October 20, 2017 containing a response complaint filed with your office by Dr. [redacted] regarding the membership cancellation policy.  We thank Dr....

[redacted] for another opportunity to address his concerns and apologize that he did not find our first response satisfactory.  On behalf of Life Time Fitness, we again apologize for any frustration regarding our policies and that the cancellation process did not meet Dr. [redacted]’s expectations.  While we can empathize with Dr. [redacted]’s decision to cancel his membership, Life Time Fitness chooses to uphold the cancellation terms outlined in the General Terms Agreement to be fair and consistent to all members.  We apologize that our decision to uphold the standard cancellation terms has resulted in a negative experience for Dr. [redacted].  The membership is pending termination for November 30, 2017.We thank Dr. [redacted] for the opportunity to respond to his concern.  To this end, we trust that this matter will be considered closed by your office.  If I may be of additional assistance, please feel free to contact me. Sincerely,Dustin O.Member [email protected]

Ms. [redacted] Revdex.com of Minnesota and North Dakota 2706 Gannon Road Saint Paul, MN 55116   Re: Ms. [redacted] Complaint ID [redacted]   Dear Ms. [redacted],   I received your email dated Friday, March 10, 2017 containing a reply by Ms. [redacted] 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 Ms. [redacted]’s expectations.  We truly regret any misunderstanding she may have experienced when enrolling as a member and attempting to cancel the membership at Life Time Fitness. To clarify, the money back cancellation is an option available to new members to allow them the opportunity try out our facilities, along with the programs and services we offer.  Ms. [redacted] has been a prior member multiple times and therefore would not qualify for a money back cancel. 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.  We respectively decline processing a money back refund, and Ms. [redacted] will continue to have access through March 31, 2017. While it is never our intent to fall short of our members expectations, I regret that we are unable to provide Ms. [redacted] with a 14 day money back refund.  We thank Ms. [redacted] for the opportunity respond to her concerns.  To this end, we trust that this matter will be considered closed by your office.  If I may be of additional assistance, please feel free to contact me. Sincerely, Dustin O. Member Relations [email protected]

I am rejecting this response because:
I understand the reason for the increase. I actually do not disagree with the cost of membership @ $159/couple for the value of the gym.  The gym is very nice and they did a great...

job.  The value for the cost is actually very reasonable and I'm very happy with it.  My complaint is with the communication from the staff of Lifetime which was deceitful.  I run my own business and am in the business of customer service.  Well run businesses do not come to decisions of this magnitude in a short period of time.  Lifetime knew or had some idea that the dues were going to increase after just 1 month.  The lack of transparency with this increase is what I take issue with.  That's my complaint.  It may seem like a subtle difference, but the principal of the matter is the issue here.

Mr. [redacted] Revdex.com of Minnesota and North Dakota 2706 Gannon Road Saint Paul, MN 55116   Re: Mr. [redacted] Complaint ID: [redacted] Dear Mr. [redacted], I received your email dated Tuesday, May 17, 2016 containing a complaint filed with your office by Mr. [redacted]...

regarding email communication.  We appreciate Mr. [redacted] for filing his complaint so that we could address the issue further.  We apologize for any inconvenience he has experienced. Our goal is always to deliver the unparalleled service, quality and value for which Life Time Fitness is known.  It is clear that we have fallen short of this goal in Mr. [redacted]’s experience and for this we are very sorry.  At this time, I have taken the time to review our database to ensure that his contact information is fully removed from the system and that Mr. [redacted] will no longer be receiving emails from Life Time Fitness. I have shared this feedback with the corporate representatives in charge of the online unsubscribe links to ensure that the issue Mr. [redacted] experienced is fully resolved and that the consumer’s right to privacy is protected. Above all, we thank Mr. [redacted] for taking the time to share these concerns so that we may improve the service that we deliver.  To this end, we trust this matter will be considered closed by your office.  If I can be of any additional assistant, please feel free to contact me.   Sincerely,   Dustin O. Member Relations [email protected]

Initial Business Response /* (1000, 10, 2015/10/09) */
Mr.[redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Mr.[redacted]
Case # [redacted]
Dear Mr. [redacted],
I received your complaint dated Friday, October 2, 2015...

containing a complaint filed with your office by Mr.[redacted] regarding the terms of the cancellation of his Life Time Membership, and the poor service received by the Personal Training department.
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. 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 September 1 and September 30 will be effective October 31). For reference, I have attached a copy of the agreement signed at the time of joining by Mr. [redacted]. I have also included Mr. [redacted]'s Termination Agreement for reference.
We are sorry to hear about the back aggravation that occurred with Mr. [redacted]'s final personal training session. I would be happy to assist Mr. [redacted] with a refund for October's monthly dues if he is able to provide a physician's note for re-aggravation that occurred. However at this time Life Time respectfully declines to refund the membership dues collected for October's dues as Mr. [redacted]'s membership remains active until October 31. We apologize for the frustration this has caused, and are disappointed that Mr. [redacted] is terminating his membership. Lastly, If Mr. [redacted] is willing to give Life Time another chance and continue membership, I would be happy to assist in crediting his membership for one month of future membership dues.

Above all, we thank Mr. [redacted] for his patronage and allowing Life Time Fitness the opportunity to respond to his concerns. If I may be of additional assistance, please feel free to contact me.
Sincerely,
Dustin O.
Member Relations
[email protected]
Initial Consumer Rebuttal /* (3000, 17, 2015/10/26) */
I was traveling and now returned. I have a note from my doctor. Who should I send it to in order to get refunded for October as stated by Lifetime?
Final Business Response /* (4000, 19, 2015/11/05) */
Mr.[redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Mr.[redacted]
Case # [redacted]
Dear Mr. [redacted],
I received your complaint dated Monday, October 26, 2015 containing a complaint filed with your office by Mr.[redacted] regarding the terms of the cancellation of his Life Time Membership, and the poor service received by the Personal Training department.
Again, we are sorry to hear about the back aggravation that occurred with Mr. [redacted]'s final personal training session. I would be happy to assist Mr. [redacted] with a refund for October's monthly dues once he submits his doctor's note to our fax, 952-368-2816, or else via email to [email protected]. I will personally follow up with Mr. [redacted] once I have received the doctor's note and have processed the refund for October's monthly dues.
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]
Final Consumer Response /* (2000, 21, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will send the Doctor's note and they said they will give me the refund.

Initial Business Response /* (1000, 5, 2016/02/12) */
Revdex.com of Minnesota and North Dakota
Mr. [redacted]
2706 Gannon Road
Saint Paul, MN 55116
Re: [redacted]
Case #: [redacted]
Dear Mr. [redacted],
I received your email dated Tuesday, February 2, 2016 containing a...

complaint from [redacted] regarding the terms and conditions, and use of the LT Buck$.
By way of background, LT BUCK$ are rewards for members to use on Life Time services and select products on myLT.com/ltbucks site. Life Time members can earn LT BUCK$ when joining, referring a friend, shopping through Member Advantage, being a Life Time Health member and through other seasonal promotions. LT BUCK$ may be used toward any Life Time service and select products through myLT.com/ltbucks.com. Examples include: specialized TEAM training, personal training, nutrition coaching, metabolic and lab testing, swim lessons, kids' activities, yoga workshops and private sessions, group and private Pilates sessions, and more.
Upon reviewing Mrs. [redacted]'s membership, I can confirm that she was awarded 200 LT Buck$ with the join package on November 29, 2015, and a complimentary month of group swim lessons. I apologize for any miscommunication regarding the promotional rate for swim lessons, as Life Time did charge $50 for a month of group swim lessons in 2015. However, as of January 1, 2016 all Life Time group swim lessons changed to $65 per month. This change was reflective for all club locations nationwide, and therefore, the LT Buck$ continue to be available dollar for dollar for our services. Life Time did refund Mrs. [redacted] $12.50 as a member services gesture on February 1, 2016. Again we apologize for any frustration or misunderstanding in regards to Life Time's rewards program.
Above all, we thank Mrs. [redacted] for allowing Life Time the opportunity to respond to her concerns. To this end, we trust that this matter will be considered closed by your office. If I may be of additional assistance, please feel free to contact me.
In health,
Dustin O
Member Relations
[email protected]

I am rejecting this response because: You seem to not know the amount I am supposed to be charged per month.  Please see attached. What you will see attached is the only thing I signed when I changed my membership to individual from family. Please notice the monthly amount. Since you have indicated in writing that my fee is $99 monthly, and that is what you charged me, that is fine and that means that I am still month-to-month.  With this email I formally submit my 30 days notice to terminate all relationship between myself and Life Time. I never signed up for a magazine nor was I told I would be charged (again, review the attached document) but you may keep that money and your magazine. Please reply indicating that as of today, October 10, 2017, my contract with lifetime expires in 30 days. Regarding ant remaining concerns I had, please disregard them.I truly enjoyed LT so this outcome for me is a real shame. What I don't enjoy is having to write letters such as these, they are negative and there are enough negative things going on in the world today. Lifetime was for me health and recreation. There should no place for negativity in health or recreation.If you would be so kind as to confirm the cancellation of my membership with this 30 days notice, I will be grateful.Sincerely,[redacted]s[redacted]@useventing.com

Initial Business Response /* (1000, 5, 2015/04/28) */
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, April 22, 2015...

containing a complaint filed with your office by Mr. [redacted] regarding the cancellation of 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 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 Mr. [redacted]'s General Terms Agreement for reference.
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).

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]'s membership, Life Time has no record of any cancellation submitted at Life Time per our standard cancellation policy. As a customer service gesture, we will accept this written complaint as a written request to terminate Mr. [redacted]'s membership with Life Time effective April 30, 2015. If Mr. [redacted] can provide proof of his cancellation, Life Time is more than happy to readdress this complaint. The balance on Mr. [redacted]'s membership is $168.72. There are three ways Mr. [redacted] can pay his balance and they are as follows; in person at any Life Time facility, or, mailing in payment to his Pickerington Life Time, or, by calling Member Relations at Life Time Fitness' corporate office at[redacted] during the office hours of 8 a.m. and 8 p.m., central time, Monday through Friday.
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,
[redacted]
Member Relations
[email protected]
Initial Consumer Rebuttal /* (3000, 7, 2015/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have a voice-mail on 1/6/2015. Months after I cancelled and in the voice-mail the guy even says he knows I cancelled but now wants me to come in and fill out paperwork to cancelled and that I have a balance. This company is ripping people off. Why did he not have me fill out the paperwork when I cancelled? Why wait months later. I still have this voice-mail. Is this how the military is treated at your business?
Final Business Response /* (4000, 9, 2015/05/14) */
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 Monday, May 4, 2015 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]'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. 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. [redacted] at this time due to never receiving a proper cancellation request. I have however removed Mr. [redacted]'s phone number from the delinquent contact list per his request. If Mr. [redacted] is able to provide me a copy of the voicemail that he claims to have received from our employee, I would be happy to re-address the issue. 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 Relations
[email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I'd like to keep the account on hold and I will pay the 90% reduction thank you...

for your time please email a link for me to resolve issue once and for good.

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 Friday, January 17, 2017 containing a response Mr. [redacted] regarding the past due balance and cancellation process for the Life Time membership.  We appreciate Mr. [redacted] replying so that we could respond again. We apologize that the cancellation process did not meet Mr. [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 120 club locations.   Therefore, a member must provide a written notice to cancel as outlined in the previous response, as the General Terms Agreement is a legally binding document outlining our billing and cancellation processes.  Once again, we suggest that Mr. [redacted] completes a proper termination request at this time, and resolves the current balance owed to Life Time if he no longer wishes to receive any further communication regarding the delinquent membership.  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 due to never receiving a proper cancellation request to date.  There are three ways Mr. [redacted] can pay the balance and they are as follows; in person at any Life Time facility, or mailing in payment to the NW San Antonio Life Time location, 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.  However, Life Time would be glad to assist Mr. [redacted] with a balance reduction of 90% off the current balance owed if he wishes to continue the membership, either on hold or active.  This offer is contingent on providing Life Time an updated form of payment for the membership.  We hope that Mr. [redacted] see this as a good will gesture to try and assist him with the balance owed. Finally, we would like to address Mr. [redacted]’s statement that we violated the terms of the Membership Agreement.  Life Time has the right to make improvements and renovations to the facilities as we see fit.  We regret that we disappointed Mr. [redacted] with our rennovation plans for areas of the club.  We have implemented this renovation however with the goal of ensuring we continue to provide the high-quality facilities, programming and amenities our members expect and demand.  For reference, I have also included Mr. [redacted]’s Member Usage Agreement for reference. 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, 2015/07/30) */
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 Tuesday, July 21, 2014 containing a...

complaint filed with your office by Mr. [redacted] regarding phone calls to his home. We appreciate Mr. [redacted]'s feedback and apologize for the inconvenience his wife and him have experienced. We are so sorry!
Our goal is always to deliver the unparalleled service, quality and value for which Life Time Fitness is known. It is clear that we have fallen short of this goal in Mr. [redacted]'s and his wife's experience and for this we are very sorry. At this time, I have taken the time to review our database to ensure that Mr. [redacted]'s phone numbers ([redacted], [redacted], and [redacted]) have been fully removed from the system, and that his home will no longer be receiving phone calls from Life Time Fitness. I have shared this feedback with the corporate representatives in charge of this process to ensure that the issue Mr. [redacted]'s experienced is fully resolved and that the consumer's right to privacy is protected.
Above all, we thank Mr. [redacted]'s for taking the time to share these concerns so that we may improve the service that we deliver. To this end, we trust this matter will be considered closed by your office. If I can be of any additional assistant, please feel free to contact me.
Sincerely,
Dustin O.
Member Relations
[email protected]
Initial Consumer Rebuttal /* (2000, 7, 2015/08/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response and making the change -- the phone calls have stopped and we greatly appreciate it!
Best,
[redacted] T. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you.  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I maintain my original position that while Lifetime Fitness's response dodges the incredibly poor customer service issues, the time invested in numerous phone calls with no resolution or offer to resolve, that my payments from February through August were not money that Lifetime was entitled to as the terms they cited in their response do not take into account the continued misrepresentation of the sales staff at the Lakeville facility and the misrepresentation of the support staff in the call center.  Lifetime Fitness has excellent facilities, good locations around the Twin Cities and a good reputation.  They should be above the penny-clutching and misrepresentation in their financial dealings with customers.  I hope the $70.42 paid to them to which I maintain they were not entitled is worth the stained reputation they have with me, the military command I maintain connected to in my retirement, and those I know seeking advice on fitness facilities.  Based on my experience with Lifetime billing department I am unable to recommend them to anyone as I don't believe they posses the integrity worthy of a recommendation.  I thank you for your assistance and all the Revdex.com does to represent consumers.

Initial Business Response /* (1000, 5, 2015/12/10) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Ms. [redacted]
Case # [redacted]
Dear Mr. [redacted],
I received your complaint dated Tuesday, December...

1, 2015 containing a complaint filed with your office by Ms. [redacted] regarding the reoccurring monthly payment for the Life Time Health hold membership, and the attempt to cancel the membership.
By way of background, 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 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.

Additionally, 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. I have attached Ms. [redacted]'s Agreement for reference.
Upon reviewing Ms. [redacted]'s membership, Life Time Fitness has no record of a cancellation request for Ms. [redacted]'s membership in 2014. However, Life Time does have record that we assisted with a balance reduction of 90% on November 29, 2014, when Life Time removed $234.87 of the past due balance owed by Ms. [redacted]. Per Ms. [redacted]'s request the membership was placed on the Life Time Health membership effective December 1, 2014. While on Life Time Health, a member remains to have access to the online virtual benefits, such as online workout videos, myLTBucks$, speaking to a Health Coach, Member Advantage discounts for local and national business, and additional health and fitness content.

Life Time has received a certified letter postmarked dated November, 27, 2015, which Life Time has processed. I have attatched the Termination Agreement for reference. Life Time respectfully declines to refund Ms. [redacted] as we have never received a proper cancellation request prior to November 27, 2015. Ms. [redacted] membership is pending termination for December 27, 2015.

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 O.
Member Relations
[email protected]
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Lifetime fitness claims they never received my letter canceling membership in 12/14, however I do not find them to be truthful in this matter. They continued deducting monies from my account without authorization and it must be returned in full to be. I had to send a second letter to them in 11/15 certified which they finally received, but not before they attempted another deduction from my account.
Final Business Response /* (4000, 9, 2015/12/17) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Ms. [redacted]
Case # [redacted]
Dear Mr. [redacted],
I received your email dated Thursday, December 10, 2015 containing a reply by [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 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 and completed at Life Time, or a certified letter mailed to terminate the membership postdated from December 2014, Life Time Fitness is not to honor a backdated cancel. Also as explained in the initial response to this matter, Life Time assisted with a balance reduction of 90% on November 29, 2014, when Life Time removed $234.87 of the past due balance owed by Ms. [redacted]. Per Ms. [redacted]'s request the membership was placed on the Life Time Health membership effective December 1, 2014. While it is never our intent to fall short of our member's expectations, I regret that we are unable to accommodate Ms. [redacted] refund request.
Lastly, Life Time has received a certified letter postmarked dated November, 27, 2015, which Life Time has processed. Ms. [redacted] membership is pending termination for December 27, 2015 per the 30 day cancellation policy outlined in the first response to this matter. Ms. [redacted] currently owes a balance of $9.33 for the prorated December monthly dues. Ms. [redacted] can make final payment by contact Member Relations at[redacted].

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

Ms. [redacted]Revdex.com of Minnesota and North Dakota2706 Gannon RoadSaint Paul, MN 55116 Re: Ms. [redacted]Complaint ID [redacted] Dear Ms. [redacted],I received your complaint dated Friday, July 29, 2016 containing a complaint filed with your office by Ms. [redacted]...

[redacted] regarding the process and policy to cancel the Life Time membership.By way of background, 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 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.  We believe that it is in the best interest of our members to have a receipt of cancellation to prevent any possible miscommunication, and to allow our business to remain consistent throughout all our locations nationwide.  Life Time Fitness does not accept cancellations via phone, fax or email.Additionally, the General Terms Agreement states that all cancellation requires written termination notice, 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).  I have included Ms. [redacted]’s General Terms Agreement for reference.  While on Life Time Health “hold” a member remains to have access to the online virtual benefits, such as online workout videos, my LTBuck$, speaking to a Health Coach, Member Advantage discounts for local and national business, and additional health and fitness content on their online account.  Most importantly it also allows a member to return to full access without paying any rejoining fees.  We are sorry to hear that Ms. [redacted] does not feel that we are providing her with a service that has any value.  We ask that Ms. [redacted] completes a proper cancellation if they no longer wish to continue the membership with Life Time Fitness.Above all, we thank Ms. [redacted] for her prior patronage and allowing Life Time the opportunity to respond to her concerns.  We apologize for any confusion and frustration with our cancellation processes. If I may be of additional assistance, please feel free to contact me. Sincerely, Dustin O.Member [email protected]

I am rejecting this response because: The name is incorrect. My name is [redacted] The name does not match any person on my 7 day trial account. The other members on my account are as follows.Wife: [redacted]Kids: [redacted] & [redacted]. I will accept the response once the primary account holder name is corrected.

Initial Business Response /* (1000, 5, 2015/12/04) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Mrs. [redacted]
Case # [redacted]
Dear Mr. [redacted],
I received your email dated Wednesday, November 25, 2015 containing...

a complaint filed with your office by Mrs. [redacted] regarding the membership cancellation request and the billing that has occured.
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.

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.). For reference, I have included a copy of the General Terms Agreement signed by Mrs. [redacted].
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 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.
First off, I want to address the $1.25 that Mrs. [redacted] claims we have changed on her membership billing to circumvent the bank drafts. If you review the General Terms attached for reference, you will see under the "Membership Fees" section of the agreement that the Life Time membership comes with a three month trial issue of Experience Life magazine. If the magazine is not canceled after the trial period, the membership is billed $1.25 per month for the continued subscription to the health and fitness magazine Life Time provides its members.

Upon reviewing Mrs. [redacted]'s membership, Life Time has no prior record of a proper cancellation request submitted to Life Time previously in the month of August 2015. Life Time does have record that we have accepted a cancellation request on November 30, 2015, and that we have waived the 30 day notice to cancel as a member services gesture. 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. For reference, I have included a copy of the Termination Agreement completed on November 30, 2015.

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

Initial Business Response /* (1000, 10, 2015/08/21) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Ms. [redacted]
Case # [redacted]
Dear Mr. [redacted],
I received your email dated Wednesday, August 12, 2015 containing a...

complaint filed with your office by Ms. [redacted] regarding the membership that she started for her daughter's, and the cancellation notice required for termination of the 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.

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 a copy of the General Terms Agreement signed by Ms. [redacted].
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 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 [redacted] and [redacted]'s membership, Life Time has record of Ms. [redacted] starting her daughter's membership on June 29, 2015 by signing the General Terms Agreement agreeing to the initial joining fees, along with the 30 day cancellation policy. At the time of joining, Life Time correctly charged the $99 plus tax promotional administrative fee as promised by Jill, reduced from the original price of $149. In addition, Ms. [redacted] was billed for was for adding on a secondary member to the membership in the amount of $35 plus tax, and $9.93 plus tax for prorated dues for the two days of June. In total, Ms. [redacted] was billed $155.81 on June 29, 2015, which was required to start the membership.
Ms. [redacted] then visited the Life Time club on July 30, 2015 requesting the cancellation of the membership due to a lack of usage. Unfortunately Life Time only has a 14 day trial period, which is outlined in the General Terms Agreement signed at the time of joining. Life Time provides members with a monthly membership termination opportunity as well as an initial money back cancellation opportunity, which we feel is fair and equitable. 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. [redacted] and [redacted]'s membership is pending termination for August 29. I have attached the Termination Agreement for reference.
Above all, we thank Ms. [redacted] for allowing Life Time the opportunity to respond to her concerns. To this end, we trust that this matter will be considered closed by your office. If I may be of additional assistance, please feel free to contact me.
Sincerely,
Dustin O.
Member Relations
[email protected]

Initial Business Response /* (1000, 10, 2015/07/17) */
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 Wednesday, July 8, 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.)
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 Ms. [redacted]'s membership, Life Time Fitness never received a proper written cancellation request. Life Time collected $281.55 for the past due balance from March, April, and May on June 12, 2015. As a member services gesture Life Time refunded half of the balance collected on June 12, 2015, in the amount of $140.77. Additionally Life Time also accepted an immediate cancellation on that date, and no further billing occurred. The balance that was collected on June 12, 2015 was valid for past dues owed to Life Time. 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 his concerns. If I may be of additional assistance, please feel free to contact me.
Sincerely,
Dustin O.
Member Relations
[email protected]
Initial Consumer Rebuttal /* (3000, 12, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is not my fault that Lifetime did not give me any written documentation of my cancellation. I assumed that I wouldn't have any problems because of the lifetime reputation. Also, I specifically stated to a customer service rep to NOT charge my account! Bottom line this was an UNAUTHORIZED transaction. If I do not get a refund I will contact an attorney.
Final Business Response /* (4000, 14, 2015/07/28) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: Ms. [redacted]
Case # [redacted]
Dear Mr. [redacted],
I received your email dated Monday, May 4, 2015 containing a reply by Ms. [redacted] regarding Life Time Fitness' cancellation process and balance collected as described in the response to the Revdex.com.
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. 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 refund the remaining membership dues which were owed and collected. Again Life Time never received a proper cancellation request, and therefore the entire balance remained outstanding until it was collected on June 12, 2015. I apologize for any misunderstanding or confusion surrounding the cancellation process with Life Time Fitness.
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 O.
Member Relations
[email protected]