Life Time Fitness Inc

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 Wednesday, April 6, 2016 containing a complaint filed with your office by Mr. [redacted] regarding the...

cancellation process and balance owed for Mr. [redacted]’ Life Time membership.  We appreciate Mr. [redacted] filing his complaint so that we could further address his concerns.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.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.  For reference I have included a copy of Mr. [redacted]’ General Terms Agreement.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.) Upon reviewing Mr. [redacted]’ membership, Life Time Fitness has no record of a cancellation request for Mr. [redacted]’ membership.  Without a proper cancellation, Life Time declines to remove the previous balance owed.  If Mr. [redacted]’ can provide proof of a proper cancellation, Life Time is more than happy to readdress this complaint at that time.  The balance on Mr. [redacted]’ membership is $30.00.  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 Colorado Springs Life Time location, or by calling Member Relations at Life Time Fitness’ corporate office at 866-770-1586 during the office hours of 8 a.m. and 8 p.m., central time, Monday through Friday.  We suggest that Mr. [redacted] signs a proper termination request, and resolves the final amount owed to Life Time if he no longer wishes to receive any further communication regarding the delinquent membership. Above all, we thank Mr. [redacted] for his prior patronage and allowing Life Time 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 [email protected]

Initial Business Response /* (1000, 10, 2015/07/17) */
Mr. [redacted]
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 reply by Ms. [redacted] regarding the involuntary...

termination, and ability to rejoin as a member. I thank Ms. [redacted] for the opportunity to respond to her complaint.
First off, I want to apologize for the frustration that this has caused Ms. [redacted]. Our intent is not to withhold her from rejoining or ruining her health, but rather requiring a 90 day cooling off period.
Life Time Employee Relations has taken the time to review the situation regarding the termination of Ms. [redacted]'s employment. The General Manager, Ben [redacted], and Employee Relations Manager, Mark [redacted], have both personally addressed with Ms. [redacted] on why there is a cool off period in place. The initial conversion with Mr. Ben [redacted] ended with her stating she would take her business elsewhere, and Ms. [redacted] disconnecting the call. For reference, they have addressed with Ms. [redacted] her negative attitude and demeaning facebook posts, texts, and conversations with Life Time members and team members.
At this time Life Time supports the decision made by club management, as well as corporate management. As a result, we must respectfully decline Ms. [redacted] a membership at this time. After 90 days Ms. [redacted] is welcome to readdress her options to rejoin by speaking with Mr. [redacted].
To this end I trust that this matter will be considered closed by your office. If you have any further questions you may contact me at your convenience.
Sincerely,
Dustin O.
Member Relations
[email protected]
Initial Consumer Rebuttal /* (3000, 12, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told 60 days for a cooling off period and I do not find it acceptable to believe the false write up [redacted] submitted. I am being treated as if I did something horrible at LTF when I did not.
Final Business Response /* (4000, 14, 2015/08/07) */
Mr. [redacted]
2706 Gannon Road
Saint Paul, MN 55116
Re: Ms. [redacted]
Case #: [redacted]
Dear Mr. [redacted],
I received the complaint dated Wednesday, July 29, 2015, containing a reply by Ms. [redacted] regarding the involuntary termination, and ability to rejoin as a member.
Again, Life Time supports the decision made by club management, as well as corporate management. As a result, we must respectfully decline Ms. [redacted] a membership at this time. After 90 days from her termination date of July 7, 2015, Ms. [redacted] is welcome to readdress her options to rejoin by speaking with Mr. [redacted]. We apologize for the frustration this has caused.
To this end I trust that this matter will be considered closed by your office. If you have any further questions you may contact me at your convenience.
Sincerely,
Dustin O.
Member Relations
[email protected]

Dear Ms. [redacted],We thank Mr. [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 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, in the spirit of delivering best-in-class facilities, amenities and programming, we have implemented consistent membership guidelines to provide a uniform member experience.  Life Time Fitness does not accept cancellations via phone, fax or email.  Life Time honored the formal complaint to the Revdex.com as the cancel “letter” to terminate the membership to avoid further billing.  We apologize that our decision to uphold the standard cancellation terms has resulted in a negative experience for Mr. [redacted].  Again, Mr. [redacted] was provided with the General Terms Agreement at the time of joining, and had access to our cancellation policy outlined on our website.To this end, we trust that this matter will be considered closed by your office.  If I may be of additional assistance, please feel free to contact me.Dustin O.Member Relations

Initial Business Response /* (1000, 5, 2015/05/19) */
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 11, 2015 containing a...

complaint filed with your office by Mr. [redacted] regarding the attempt to cancel the Life Time Membership.
By way of background, Life Time Fitness' General Terms Agreement states that a member may terminate the membership for any reason by giving advance written 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 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 attached a copy of the original agreement authorized at the time of Mr. [redacted]'s online join. The copy of the General Terms Agreement was also emailed to Mr. [redacted] on April 11, 2015 for his 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]'s membership, Mr. [redacted] provided Life Time Fitness a proper cancellation request on May 12, 2015. Mr. [redacted] also received a confirmation email of this termination request, and I have included it for reference. Mr. [redacted]'s membership is pending termination for June 11, 2015, and the final June prorated monthly dues will attempt to collect on June 1, 2015. Please note that Life Time respectfully declines any refunds to Mr. [redacted]'s membership. We apologize for any misunderstanding regarding the cancellation process.

Above all, I 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,
[redacted]
Member Relations
[email protected]

Revdex.com:If they upgrade my membership for free and send me new platinum cards in the mail - then we are good.  Thank you for your help - Very much.  
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Re: [redacted]Complaint ID [redacted] Dear Ms. [redacted], We received a complaint dated February 7, 2018, containing a complaint filed with your office by [redacted] regarding the swim lessons billed to her membership. We thank Mrs. [redacted] for the opportunity to respond to her...

complaint, and apologize for any misunderstanding about the Swim Program Agreement. After further review of Mrs. [redacted]’ membership and communication with the local club in Overland Park, KS, Life Time respectfully declines processing a refund for the swim lessons billed.  Life Time does not have an “online” cancellation form for aquatics classes, but rather there is a physical cancellation form that must be completed with the Aquatics Office.  Life Time has no record of Mrs. [redacted] completing the proper cancellation form. Above all, we thank Mrs. [redacted] for her patronage and allowing Life Time the opportunity to respond to her concerns.  To this end I trust that this matter will be considered closed by your office.  If you have any further questions you may contact me at your convenience.  In health,  Dustin O.Member [email protected]

Initial Business Response /* (1000, 5, 2015/12/11) */
Mr. [redacted]
Revdex.com of Minnesota and North Dakota
2706 Gannon Road
Saint Paul, MN 55116
Re: [redacted]
Case # [redacted]
Dear Mr. [redacted],
I received your email dated Tuesday, December 1, 2015 containing a complaint...

filed with your office by [redacted] regarding the membership billing, cancellation, use of Life Time Bucks.
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 [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.
In regards to the cancellation notice required, it is the member's responsibility to submit the proper cancellation request when intending to cancel as this action must be initiated by the member. We apologize for any confusion regarding the cancellation terms and process. Currently per the cancellation notice received by Life Time on November 9, 2015, [redacted] membership terminated as of December 9, 2015. Currently there is a balance owed of $21.38 for the prorated December monthly dues. At the time [redacted] signed for the cancellation on November 9, 2015, never was there any conversation had about a cancellation notice being submitted with Alicia Cook at the time of joining. As a member services gesture, Life Time has honored to remove the balance owed for December dues, so no further balance is owed at this time.

Upon further reviewing [redacted] membership regarding the swim lessons, Life Time has documentation of swim contracts [redacted] signed that clearly showed the amount of the swim lessons $150. [redacted] used $50 Life Time Bucks and the remaining $100 was agreed to be charged to membership. I have included a copy of these Swim Program Agreements for reference. While it is never our intent to fall short of our member's expectations, I regret that we are unable to accommodate [redacted] refund request for the $100.

Above all, we thank [redacted] for allowing Life Time the opportunity to respond to her concerns. We apologize that the Life Time services did not meet the expectations of [redacted] and her daughter while using the Life Time membership. 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]2706 Gannon RoadSaint Paul, MN 55116 Re: Mrs. [redacted] R [redacted] Complaint ID [redacted]  Dear Ms. [redacted],  We received an email dated August 7, 2017 containing a complaint by Mrs. [redacted] R [redacted] regarding the involuntary termination of the Life Time...

membership for her family.  We thank Mrs. [redacted] for an opportunity to respond to her complaint. By way of background, the Member Usage Agreement states, “Life Time Fitness may terminate my membership or any member at any time for failure to comply with any of the rules and regulations adopted by Life Time Fitness or for conduct Life Time Fitness determines to be improper or contrary to the best interests of Life Time Fitness.”  We have attached a copy of Mrs. [redacted]’s Member Usage Agreement for reference.   Life Time has taken the time to carefully review the situation that has been well documented by the Management at Life Time.  Life Time supports the decision made by the Area Director, Kesha.  Life Time will not do any further business with Mrs. [redacted]’s family for another year due to incidents that have occurred.  If Mrs. [redacted]’s family wishes to return as members at that time, they will need to speak with Kesha prior to rejoining.  Finally, Life Time respectfully declines any compensation.  The August membership dues were adjusted off the membership and no further billing will occur. To this end I trust that this matter will be considered closed by your office. If you have any further questions you may contact me at your convenience.   Regards,   Dustin O.Member [email protected]

Dear Ms. [redacted], We received your email dated October 30, 2017 containing a reply by Mr. [redacted] regarding the Kid’s Academy issues that occurred at Life Time Fitness 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 Kids Academy policies and options did not meet Mr. [redacted] expectations and truly regret any frustration this has caused.  While it is never our intent to fall short of our members expectations, Life Time has respectfully declines a refund based on the review of the situation.  Life Time has honored to remove the final balance owed for the prorated November dues, in the total amount of $37.87 so no further billing occurs. 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 O. Member Relations

I am rejecting this response because:
Im not interested in receiving anything from lifetime but a refund. I will not go back there for personal training. I can't understand why you won't just give me a refund for a service I have been deceived into paying for and have no interest in.

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], I received your email dated Thursday, December 1, 2016 containing a complaint filed with your office by Mr. [redacted]...

[redacted] regarding the cancellation of his Life Time membership, and the past due balance owed.  We appreciate Mr. [redacted] for submitting his concerns so that Life Time can address this further.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]’ 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]’ 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]’ membership with Life Time effective December 31, 2016.  If Mr. [redacted] can provide proof of certified receipt of his prior cancellation letter, Life Time is more than happy to readdress this complaint. The balance on Mr. [redacted]’ membership is $469.43.  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 the Minneapolis Athletic Life Time, or, by calling Member Relations at Life Time Fitness’ corporate office at 1-886-770-1586 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,   Dustin O. Member Relations [email protected]

I am rejecting this response because:I requested termination within 14 days.

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],   We received your email dated Tuesday, July 11, 2017 containing a complaint filed with your office by Ms....

[redacted] regarding a refund request of a Life Time Personal Training session purchased.   We appreciate Ms. [redacted] for filing their complaint so that we could further address the concerns. Upon further review of Ms. [redacted]’s complaint, we have reached out to the local club to provide us documentation of the Fitness Agreements completed for services.  For reference, Life Time has attached the Fitness Services Agreement which Ms. [redacted] completed on April 20, 2017, outlining a recurrent payment starting on June 1, 2017.  The recurrent payment of $404.00 consisted of 4 personal training sessions.  Ms. [redacted]’s membership has since canceled on July 7, 2017, however Life Time will allow Ms. [redacted] to complete her remaining paid personal training sessions that have went unused should she wish to complete them.  Ms. [redacted] will need to contact the Personal Training Manager, Michael [redacted] or her trainer Kevin [redacted] should she wish to complete the sessions without an active membership.  Life Time respectfully declines to process a refund based on the signed and initialed Fitness Services Agreement.  We apologize for any misunderstanding or confusion regarding the Fitness Services Agreement completed. Above all, we thank Ms. [redacted] for her patronage and patience to allow 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. Life Time Fitness Member Relations

Re: Miss [redacted] Complaint [redacted]...

  Dear Ms. [redacted], We received Miss [redacted]’s response dated January 12, 2018 regarding the membership cancellation policy.  We thank Miss [redacted] for another opportunity to address her concerns and apologize that she did not find our first response satisfactory.  The document provided was the General Terms Agreement that is completed at the time of joining.  All memberships are set up with a General Terms Agreement or a member is not able to start a membership with us.  We again apologize for any frustration regarding our policies and that the cancellation process did not meet Miss [redacted]’s expectations.  While we can empathize with Miss [redacted]’s decision to cancel her 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 Miss [redacted].  The membership is pending termination for February 11, 2018, and no further billing will occur as we have placed a credit on the membership for February’s prorated dues. We thank Miss [redacted] for the opportunity to 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: Mr. [redacted]Complaint ID [redacted] Dear Ms. [redacted],I received your complaint dated Thursday, September 22, 2016 containing a complaint filed with your office by Mr. [redacted]...

[redacted] regarding the attempt to cancel his Life Time Membership, and the continued billing.  We appreciate Mr. [redacted] for filing his complaint so that we may 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 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. Upon trying to research this issue further, we are unable to find a membership for Mr. [redacted] with the information provided in the complaint.  First off, we apologize for the frustration with the process to terminate the membership.  Unfortunately without a previous written cancellation on record, Life Time is unable to issue any refunds.If Mr. [redacted] wishes to cancel his membership, Mr. [redacted] will need to visit the club in person to sign for the cancellation, or send a cancellation letter to the club or our coporate office (we encourage the letter to be sent via certified mail with proof of receipt required for your records).  Make sure to include your name, membership number, and sign the letter.Mail address for Plano:Life Time Fitness PlanoAttention Member Services[redacted]Plano, TX 75024 Mailing address for Corporate Office:Life Time Fitness CorporateAttention Member Relations[redacted]Chanhassen, MN 55317 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 [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], I received your email dated Tuesday, February 7, 2017 containing a complaint filed with your office by Mr. [redacted]...

regarding the cancellation his Life Time Membership.  We appreciate Mr. [redacted] for filing a complaint to that Life Time could address the issue 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 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 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 attached a copy of Mr. [redacted]’s General Terms Agreement. Upon reviewing Mr. [redacted]’s membership, Mr. [redacted]’s provide Life Time Fitness a proper cancellation request per the General Terms Agreement outlined above on January 30, 2017.   Per the 30 day notice to cancel the membership, Mr. [redacted]’s membership is canceling effectively on March 1, 2017.  For reference, we have provided a copy of the Termination Agreement.  Life Time will not be changing the Terms of the General Terms Agreement and respectfully declines a refund.  Sorry for any frustration this has caused. Above all, we thank Mr. [redacted] for their patronage and allowing Life Time Fitness the opportunity to respond to their 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, 2015/04/10) */
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 Thursday, April 2, 2015 containing a...

complaint filed with your office by Mr. [redacted] regarding the cancellation 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 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 attached a copy of the original agreement signed at the time of joining by Mr. [redacted].

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] had not provided Life Time Fitness a proper cancellation request per the General Terms Agreement outlined above. On March 30, 2015 Mr. [redacted] called the club inquiring about cancellation. The Business Administrator at the Cn Rapids club offered to make an exception, and allow an email cancellation request. If Mr. [redacted] is able to provide me a receipt of his cancellation request from mid March, I would be happy to honor it. However at this time the cancellation is effective for April 29, 2015 per the 30 day cancellation policy, and therefore a refund is not owed.
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, 2015/04/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I mailed in the cancelation as required. I feel as this is a scam because my call at the end of the month was to confirm the cancelation, NOT to request an exception to cancel via phone. My letter WAS mailed weeks prior. I hadnt heard anything, which is why I called at the end of the month to ensure I didnt incur any additional charges. On top of that, the rep said they would credit the charges, which I have an email confirmation of. Then they said they couldnt and now here we are.
Final Business Response /* (4000, 9, 2015/04/16) */
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, April 13, 2015 containing a reply by Mr. [redacted] regarding the cancellation of his Life Time membership, as described in the response to the Revdex.com regarding the first response to this matter.
I thank Mr. [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, I again apologize for any frustration regarding our policies and that the cancellation process did not meet Mr. [redacted]' expectations. While I can empathize with Mr. [redacted]' 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. I apologize that our decision to uphold the standard cancellation terms has resulted in a negative experience for Mr. [redacted]. Again, if Mr. [redacted] can provide proof of his copy of his certified receipt from the cancellation letter mailed in mid March, Life Time Fitness is more than happy to readdress this complaint.

While it is never our intent to fall short of our members expectations, I regret that we are unable to come to an agreement at this time. I thank Mr. [redacted] will continue to have access to the Life Time Fitness, Cn Rapids through April 29, 2015. We thank Mr. [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,
[redacted]
Member Relations
[email protected]

Dear Ms. Adelmann,Life Time previously honored to upgrade Mr. [redacted] membership from the Gold level to the Platinum level membership to have access to the Rochester Hills club.  We did not state Mr. [redacted] would have access to the Scottsdale and Syosset club locations, as those are Onyx and Diamond level clubs respectively.  If Mr. [redacted] wishes to have access to those higher level clubs, he would need to upgrade his membership as any other member would be subject too.  Life Time reserves the right to determine the level of the club and the pricing in which a member must pay to have access to the facility.  The level of membership is based upon the operating costs to acquire property, build a club, staff the facility, and operate.  Please let us know if you have any further questions.Dustin O.Member [email protected]

Revdex.com of Minnesota and North DakotaMr. [redacted]2706 Gannon RoadSaint Paul, MN 55116 Re: Mrs. [redacted]Complaint ID [redacted] Dear Mr. [redacted], I received your email dated June 1, 2016 containing a complaint filed with your office by Mrs. [redacted] regarding the...

membership cancellation policy and her medical condition.  We thank Mrs. [redacted] for taking the time to file her complaint   First off, I apologize for the frustration that has occurred with the membership billing as Mrs. [redacted] works through the medical issues which she stated has caused her to not be able to use the club. I would be happy to assist Mrs. [redacted] with adjusting the balance owed if she provides a physician’s note for the specific portion of time she was unable to utilize the club, and will continue to be unable to utilize the club.  The note can be sent via email to [email protected] or else faxed to ###-###-####.  Once I receive the medical documentation, I will personally follow up with Mrs. [redacted] to assist with the balance owed.  We hope that Mrs. [redacted] will give Life Time another opportunity to earn her business when she is ready to return so that she can continue to achieve her health and fitness goals. I look forward to Mrs. [redacted]’s response so that I can assist her further.  Most importantly, we wish Mrs. [redacted] the best of luck with her health.  Again, we are sorry for the additional frustration this issue has caused If you have any further questions you may contact me at your convenience.  In health,  Dustin O.Member [email protected]

Initial Business Response /* (1000, 5, 2015/12/16) */
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, December 7, 2015 containing a...

complaint filed with your office regarding Mr. [redacted] regarding the cancellation 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 and downgrade requires advance written notice, which requires a 30 day notice to terminate or downgrade (e.g., written notice received by Life Time Fitness on January 15 will terminate on the membership effective February 14, or downgrade on February 15). I have attached a copy of the original General Terms Agreement signed at the time of joining by Mr. [redacted] outlining the terms and conditions.

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 or downgrade 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, Mr. [redacted]'s has provided Life Time Fitness a proper cancellation request per the General Terms Agreement outlined above. On December 2, 2015, Life Time received Mr. [redacted]'s certified cancellation letter postmarked dated November 27, 2015. Per the 30 day advance written notice required, the membership is pending termination for December 27, 2015. Life Time apologizes for any miscommunication or misunderstanding with the membership downgrade or cancelation policy which was explained to them at the time of joining.
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 Consumer Rebuttal /* (3000, 7, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"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"
This is a lot of baloney!
They only have this procedure to make it more difficult (writing a formal letter, driving to the post office and purchasing a certified letter). They are preying on a countless number of people that purchase these memberships and then never use them, but are to busy or just to lazy to go to the trouble to cancel, since it is such a time consuming ordeal and the fitness center just keeps taking the automatic withdraws.
A simple phone call, fax or email would be more than sufficient. And that is what the person that signed my son up told my us. "No Problems".
I know what is going on here.
Final Business Response /* (4000, 9, 2015/12/23) */
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, December 16, 2015 containing a response filed with your office by Mr. [redacted] regarding the cancellation policy at Life Time Fitness.
On behalf of Life Time Fitness, I thank Mr. [redacted] for another opportunity to address her concerns and apologize that the membership terms and conditions 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 as such, we have implemented consistent membership guidelines to provide a uniform member experience throughout our 115 club locations. While it is never our intent to fall short of our member's expectations, we apologize that our decision to uphold the standard cancellation terms has resulted in a negative experience for Mr. [redacted].

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,
Dustin O.
Member Relations
[email protected]