Life Time Fitness Inc

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 Wednesday, February 7, 2017 containing a complaint filed with your office by Mr. [redacted]...

[redacted] regarding the Life Time cancellation policy for all members.  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).  Upon reviewing Mr. [redacted]’s membership, Mr. [redacted] provide Life Time Fitness a proper cancellation request per the General Terms Agreement outlined above on February 8, 2017.   Per the 30 day notice to cancel the membership, Mr. [redacted]’s membership is canceling effectively on March 10, 2017.  Life Time will not change the Terms of the General Terms Agreement to remain consistent in our process, 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]

Revdex.com of Minnesota and North Dakota Mr. [redacted] 2706 Gannon Road Saint Paul, MN 55116   Re: Ms. [redacted] Complaint ID [redacted]   Dear Mr. [redacted],   I received your email dated Wednesday, June 1, 2016 containing a complaint filed with your office by Ms....

[redacted] regarding the billing for TEAM Weight Loss recurrent class. I thank Ms. [redacted] for the opportunity to respond to her complaint. Upon review Ms. [redacted]’s complaint, I did speak with Ms. [redacted] personally on May 25, 2015 in regards to her concerns about the billing for the TEAM class.  I explained to Ms. [redacted] that I would need to research the billing issue further, and that the Personal Training Manager, Group Training Coordinator or I would follow up with her about her concerns.  I reached out to the club to research the issue further and was explained, “Ms. [redacted] called the club on May 2nd to cancel her TEAM contract. Brooke, the Group Training Coordinator talked to Ms. [redacted] directly. Ms. [redacted] was given the option to finish her sessions in TEAM Weight Loss or go into TEAM Fitness class with her cousin because she did not give 30 days’ notice to cancel her team payment. Ms. [redacted] decided not to take advantage of either option.” I apologize for any confusion or miscommunication regarding the personal training product.  I did personally speak with Ms. [redacted] on June 1, and apologized that she received another call from the club on May 26th in which Ashley explained a refund was not owed.  I also reminded her that in our first conversation, I told her I would be researching out to club to further research her concerns, and someone would follow up with her. Ms. [redacted] was upset that I could not personally issue her the refund without the club’s authorization. To conclude, I explained Life Time is not able to issue a refund per the notice required to cancel the TEAM class.   Again, we apologize for the misunderstanding regarding the cancellation policy for the TEAM class.  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 Relations [email protected]

Mr. [redacted],First off, thank you so much for your dedication to your Life Time membership over the many years!  You have indeed been a tremendous member using the club often.  We greatly appreciate you choosing to be a Life Time member.  Additionally, thanks for filing your...

complaint so we could address it further. To address your concerns, I have run a usage report showing the number of visits to multiple clubs throughout your membership and do have record of you using Rochester Hills in the past.  I have attached it for reference.  As of May 19, 2017, the Rochester Hills club was upgraded to a Platinum level club.  Due to your minimal usage in 2016 and the early part of 2017, your membership was not automatically grandfathered into the upgrade to Platinum.  However, based on the history and tenure of your membership, Life Time is happy to upgrade you to the Platinum Couple Elite membership at the same rate of $124 per month.  We have also waived the $10 upgrade fee for the change, and starting now you will have access to Rochester Hills.We are very sorry for the poor experience you dealt with in the past week and the frustration it caused.  If you have any further questions, please let me know.In health, Dustin O.Member [email protected]

Initial Business Response /* (1000, 5, 2015/06/18) */
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, June 8, 2015 containing a...

complaint filed with your office by Mr. [redacted] regarding the Life Time membership and the outstanding balance. We appreciate Mr. [redacted]'s outreach, and regret that the cancellation process did not meet his expectations.

Life Time Fitness has assisted in removing the entire past due balance in the amount of $224.00, canceled the membership immediately, and has removed all of his contact information so that Mr. [redacted] and his family will no longer receive calls and emails from Life Time. Again, we apologize that the membership change from medical freeze to an active membership did not go smoothly. We wish Mr. [redacted] the best of luck with his health, and are sorry for the additional frustration this issue has caused.
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.
[email protected]
Life Time Fitness, Inc.

Initial Business Response /* (1000, 5, 2015/04/23) */
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, April 15, 2015 containing a...

complaint filed with your office by Ms. [redacted] regarding the membership that she started for Mr. [redacted]s. Ms. [redacted] stated that she purchased the gift membership for Mr. [redacted]s, and then proceeded to attempt in canceling her own membership, as well as Mr. [redacted]'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 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. Member must cancel by the end of the current month in order for the following month to be their last month of active membership and dues owing. I have included Mr. [redacted]'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 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 Ms. [redacted]'s membership, Life Time has record of Ms. [redacted] canceling her own membership on July 16, 2014, with an effective termination date of August 31, 2014 per the billing cycle notice required. At the time of her cancellation in July 2014, there was mention about possibly canceling Mr. [redacted]'s membership, but instead Ms. [redacted] decided to keep his membership active and provided Life Time a Discover card to replace the previous Visa card on file for Mr. [redacted]'s membership. Ms. [redacted] stated that she was unaware of the continued charges for Mr. [redacted]'s membership since a Visa card was being billed; however, Life Time has record that the Discover card was update per her request on July 16, 2014. Again, on July 16, 2015 Ms. [redacted] willingly provided Life Time a Discover card for the continued billing of Mr. [redacted]'s membership. Life Time continue to bill Ms. [redacted] for Mr. [redacted]'s membership until she signed to terminate his membership on February 23, 2015, which effectively terminated as of March 31, 2015 per the billing cycle notice required. 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.

Above all, we thank Ms. [redacted] for her patronage and 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,
[redacted]
Member Relations
[email protected]

Response attached, along with Membership Agreements.

Mr. [redacted]Revdex.com of Minnesota and North Dakota2706 Gannon RoadSaint Paul, MN 55116 Re: Mrs. [redacted]Complaint ID [redacted] Dear Mr. [redacted],I received your email dated Thursday May 19, 2016 containing a complaint filed with your office by Mrs. [redacted]...

[redacted] regarding the past due balance and cancellation policy for her Life Time Membership.  We appreciate Mrs. [redacted] filing the complaint so that we could address her 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. 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 1 and May 31 will be effective June 30).  For reference, I have attached a copy of the original General Terms Agreement signed at the time of joining by Mrs. [redacted].  Upon reviewing Mrs. [redacted]’s membership, Mrs. [redacted] first spoke with Steve in our Member Relations Department on April 21, 2016 inquiring about the balance owed and process to cancel the membership.  At that time the cancellation policy and balance owed was explained to Mrs. [redacted].  Mrs. [redacted] did provide Life Time Fitness a cancellation request until via letter dated May 4, 2016.   Currently the membership is pending termination for June 30, 2016 per the billing cycle notice required to terminate.  I have included the Termination Agreement for reference.  Additionally, in the cancellation letter Life Time also received a check for the past due balance for March and April in the amount of $320.24.  Currently there is a balance remaining owed for the month of May in the amount of $160.12.  Life Time will meet Mrs. [redacted] half way and assist with covering the final month of June membership dues, so there will be no further balance owed for June.  There are three ways Mrs. [redacted] can pay the balance and they are as follows; in person at any Life Time facility, or mailing in payment to the St. Louis Park, MN 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.Above all, we thank Mrs. [redacted] for her patronage and allowing Life Time Fitness 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 [email protected]

I am rejecting this response because:
I submitted the required documents to their front desk staff. I cannot be held responsible for lack of proper follow through by an employee. I paid religiously for two years and canceled well in advance of my last day. I will not pay any additional charges and will be forwarding this to the Arizona Attorney general if this is not resolved. This follows several weeks during last summer that the club was virtually unusable due to construction. Lifetime violated our agreement then by not having equipment amenities and access for weeks. Putting a couple treadmills in the gym does not accommodate hundreds of members.

Initial Business Response /* (1000, 5, 2015/07/29) */
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 the complaint dated Tuesday, July 21, 2015 containing a...

complaint filed with your office by Mr. [redacted] regarding the billing and balance collected by Life Time for membership dues. We appreciate Mr. [redacted] for taking the time to file the complaint so it could be addressed further.
By way of background, Life Time Fitness' General Terms Agreement states that a member may terminate or downgrade their membership for any reason by giving advance written notice. Advance written notice is described as submitting a request at a Life Time Fitness center, or by sending a written termination request certified mail return receipt requested stating that the member wishes to downgrade or terminate their membership. 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 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). For reference, I have attached a copy of the original agreement signed by Mr. [redacted] at the time of joining.
Upon reviewing Mr. [redacted]'s membership, Life Time Fitness never received a proper written downgrade request, and has no record of Mr. [redacted] providing medical documentation. Life Time then collected $556.50 for the past due balance from May, June, and July on July 17, 2015. On July 17, Mr. [redacted] spoke with the General Manager, Brian to address the issue. As a member services gesture Life Time refunded half of the balance collected on June 17, 2015, in the amount of $278.25. Unfortunately Life Time respectfully declines any additional refund for monthly dues, as the past due balance was owed due to Life Time not receiving the proper downgrade request. I apologize for any frustration this has caused, and hope Mr. [redacted] and his family continue forward with their membership.
Above all, we thank Mr. [redacted] for his 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]

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 letter dated January 4, 2017, containing a complaint filed with your office by...

Ms. [redacted] regarding the promotional join packages offered at Life Time Fitness.  We appreciate Ms. [redacted] for submitting her concerns so we could address the issue further.   In response to Ms. [redacted] specific concerns, Life Time has long set a standard in the health and fitness industry for the best facilities, programs, services, and value. Relative to other business tactics this industry has seen over the decades, we set ourselves apart when we launched in 1992. Both then and today, we have applied a consistent approach to membership policies for all members as opposed to a free-wheeling process that awards the individual who negotiates well with the best deal. Such practices are not sustainable or consistent with what we believe to be good business practice or consumer friendly.   We believe in earning each member’s business through a continued commitment to deliver an unparalleled experience and value.  The promotional join packages are one of the ways that Life Time goes above and beyond to try and help connect a new member to the programming and services we offer.  Our goal is to connect our new members at the time of joining so that they are motivated to achieve their health and fitness goals.   Upon reviewing Ms. [redacted]’s membership, Ms. [redacted] signed up on December 27, 2016.  The $109 join package that Ms. [redacted] signed up with provided her with 150 LT Buck$, which can be used towards services in the club and some items on our online shop.  With the zero enrollment online join promotion, there were no LT Buck$ offered.  We apologize that the zero join promotion was not offered to her.  Life Time also apologize for any misunderstanding or misleading information that Ms. [redacted] was provided.    Life Time will honor to adjust off the $109 joining fee from Ms. [redacted]’s membership as currently there is was a balance owed for $159.62 for January’s dues.  After the $109 adjustment to the membership dues, Ms. [redacted] now owes $50.62.  Life Time will also remove the join promo for the 150 LTBuck$ as the zero enrollment join promo did not include any LTBuck$.  Finally, we again apologize for any misunderstanding or miscommunication.   To this end, we trust that this matter will be considered closed by your office.  If you or Ms. [redacted] have any questions please feel free to contact me again.     Sincerely,     Dustin [redacted] Member Relations [email protected]

I am rejecting this response because:I did not ever have any personal training with lifetime. My husband had 4 personal training sessions with Marcus back in August 2016 which was paid in full. My daughter had 4 or 5 training sessions with the trainer named Marcus and this was in spring 2014, her junior year in High School. I paid for those sessions out of my pocket with a check that I can produce from my bank records. Since then, no one in my family has had a personal trainer from Lifetime because we cannot afford your fees for personal training. My daughter has had a personal trainer outside of Lifetime since the fall of 2014 and husband started going to him in September of 2016. I have never had a personal trainer ever. so there is no debt that should have had to be collect. In regards to them contacting me through email, when I initially joined Lifetime, I used my work email (s[redacted][email protected]), as I do for everything. This was the only email that I was aware of at the time and the only one I give out and I monitor everyday. When you type in my name and use autofill, you will get that shortened version of my husband's email address, [redacted]@sbcglobal.net. Yahoo automatically created this,  I don't ever use [redacted], and when our cards was swiped upon visiting the gym, someone  at the front desk of Lifetime could have told us that we need to contact someone about memebership. Contacting someone in my family was an easy task. Between  the three of us we frequent the gym weekly. So our account could have had a notice placed on it for us to contact someone about our membership. There are always  mangers staffed at our facility. You cannot increase my membership dues just because you didn't get reply from me through an email. this is ridiculous. When I or someone in my family has lost ID cards or other personal items in the gym, someone had noted it on our account so when the next person card was swiped, that notification popped up. So if I needed to speak to someone about my membership changing, and I am physically in the gym, that notification should have been on my account and I would have immediately spoke to manager on staff. Lifetime is more than capable of having notifications placed on the accounts of its' members when immediate communication is necessary. If you type in my name and use autofll, you will get that email. I do not use or refer to that email address. But I would like to know why my membership fees increased. If and when I joined, and locked in the dues for that period, that is what I agreed to pay. Though my fees may be lower that the current rate, it should be because I am not becoming a new member today.

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]
Initial Consumer Rebuttal /* (3000, 7, 2015/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told the membership was cancelled over the phone. Then we were billed again, so we went in to figure the misunderstanding out and why it wasn't cancelled.
Final Business Response /* (4000, 9, 2015/06/05) */
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 email dated Tuesday, April 26, 2015, containing a reply by Mr. [redacted] regarding Life Time Fitness' cancellation process as described in the first response to the Revdex.com.
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.
While it is never our intent to fall short of our member's expectations, I regret that we are unable to accommodate Mr. Mr. [redacted]'s refund request. As stated in the prior response, Mr. [redacted]'s membership will cancel effective June 11, 2015. Life Time will remain consistent with our terms of our agreement, and will continue to not allow phone or email cancellations.

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]

Initial Business Response /* (1000, 5, 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 Thursday, July 9, 2015 containing a...

complaint filed with your office by Ms. [redacted] regarding the balance owed on her membership at Life Time. We thank Ms. [redacted] for taking the time to file her complaint so it could be addressed further.
Life Time Fitness respects that there are countless situations which pose special circumstances to our members across the country, and 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 or downgrade their membership for any reason by giving advance written notice. Advance written notice is described as submitting a request at a Life Time Fitness center, or by sending a written termination request certified mail return receipt requested stating that the member wishes to downgrade or terminate their membership. 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 and downgrade requests require advance written notice. Members maintain an active membership and pay for 30 days following the change request. (ex: downgrade received September 15, member will have an active membership through October 14, and downgrades on October 15.)
Upon reviewing Ms. [redacted] membership, Life Time Fitness had no record of any prior downgrade request for Ms. [redacted]'s membership or any documentation on the membership notes. Life Time does have documentation of speaking with Ms. [redacted] on March 23, 2015 when Life Time reached out to Ms. [redacted] about the past due balance owed for March membership dues. However, Ms. [redacted] never inquiry about placing the membership on hold at that time, nor questioned the amount past due. Only recently, on July 7, 2015, did Ms. [redacted] contact our Member Relations collection department regarding the balance owed for June and July. The local Algonquin club has assisted Ms. [redacted] in removing the full balance owed in the amount of $459.50, and waived the 30 day notice required to cancel due to her poor experience.
While it is never our intent to fall short of our member's expectations, Life Time respectfully declines processing any refund for the membership dues that have been collected. 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]

Revdex.com of Minnesota and North Dakota Ms. [redacted] 2706 Gannon Road Saint Paul, MN 55116   Re: Mrs. [redacted] Case #: [redacted]   Dear Ms. [redacted],   I received your email dated December 15, 2016 containing a response to the initial complaint filed with your office by [redacted] regarding the poor member experience with the billing of the membership and the recent dues increase.    If Mrs. [redacted] has any further questions regarding the Personal Training charges to the membership, Mrs. [redacted] will need to contact the local clubs Personal Training Manager, George [redacted].  Again, I’m sorry for the confusion this has caused as well as the poor member experience.  Again, I want to address the concerns Mrs. [redacted] has regarding the dues increase.  Life Time does not place open message on every member’s account regarding the dues increase, and stop each member to inform them.  The reasoning is that not all members use the membership frequently enough to be relayed the information regarding the dues increase, as well as we do not have the staffing at the front desk to be able to stop and inform each and every member that walks into the club about a future dues increase. We do however post messages in each member’s membership regarding the specific dues increase after the notifications are sent via email so that our employees can communicate that information should a member contact us after receiving the email notification.  Life Time notifies all members via email as this is the most effective way to properly communicate the increases.  We used the email address [redacted] as that is the email address that was updated and provided to Life Time on May 11, 2012. Again, the reasoning for the dues increase is that Life Time is ensuring that we continue to provide the high-quality facilities, programming and amenities our members expect and demand.  We feel that our value and differentiation of our brand – the programs, people, and facilities – warrant the prices we are charging in the marketplace.  We hope this increase does not cause Mrs. [redacted] to rethink the membership with Life Time.  Most importantly, we appreciate Mrs. [redacted]’s membership and look forward to the opportunity to continue to earn her business.  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 Relations [email protected]

Mr. [redacted] Revdex.com of Minnesota and North Dakota 2706 Gannon Road Saint Paul, MN 55116 Re: Mrs. [redacted] Complaint ID [redacted] Dear Mr. [redacted], I received your email dated Thursday, May 12, 2016 containing a response complaint filed with your office by Mrs. [redacted] regarding the membership cancellation policy and the billing that has occurred.  We appreciate Mrs. [redacted] submitting a complaint so that we could further address her concerns. I thank Mrs. [redacted] for another opportunity to address her concerns and apologize that she 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 Mrs. [redacted]’s expectations.   While I can empathize with Mrs. [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.  Finally to address Mrs. [redacted]’s concerns about our cancellation policy not being listed on our webpage, all of Life Time’s policies are listed here on the webpage at: https://www.lifetimefitness.com/en/policy/guest-and-club-policy.html. I apologize that our decision to uphold the standard cancellation terms has resulted in a negative experience for Mrs. [redacted].  Mrs. [redacted] and Mr. [redacted] will continue to have access to Life Time Fitness through May 28, 2016.  We thank Mrs. [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, [redacted] O. Member Relations [email protected]

Dear Ms. [redacted], We received your email dated August 8, 2017 containing a reply by Mr. [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 Mr. [redacted]’s expectations and truly regret any frustration this has caused.  It is never our intent to fall short of our members expectations.  Unfortunately Life Time is upholding the original agreement signed at the time of joining, which specifically outlines the cancellation policy.  Additionally a copy of the General Terms Agreement was emailed to Mr. [redacted] at the time of joining, as well as it was accessible via his online account on our website.  Life Time respectively decline processing a refund. We 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]

The original cancel letter did not list the member's name so we had no way of finding the account information until this was researched further.  The payer of the membership, [redacted] was in communication yesterday with the club and they resolved it together.  We apologize for the...

frustration and confusion this caused.  Life Time considers this issue to be closed.  Please let us know if you have any further questions.In health,Dustin O.Member Relations

Initial Business Response /* (1000, 5, 2015/04/21) */
Revdex.com of Minnesota and North Dakota
Mr. [redacted]
2706 Gannon Road
Saint Paul, MN 55116
Re: Mr. [redacted]
Case #: [redacted]
Dear Mr. [redacted],
I received your email dated Tuesday, April 14, 2015 containing a...

complaint filed with your office by Mr. [redacted] regarding the terms of his membership which is provided through Life Time and his housing provider. I thank Mr. [redacted] for the opportunity to respond to his complaint.
At this time, I am not familiar with the partnership between the Lofts housing provider and Life Time. I have asked that the Business Administrator, [redacted], from the City Centre, Houston facility to reach out to Mr. [redacted] to address his concerns. She has a much better understanding of the partnership with the Lofts. We apologize for any misunderstanding or miscommunication between the Lofts housing provider and Life Time, and will work to resolve the issue with Mr. [redacted].
Above all, we thank Mr. [redacted] for his patronage and allowing Life Time the opportunity to respond to his 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.
Regards,
[redacted]
Member Relations
[email protected]
Initial Consumer Rebuttal /* (3000, 12, 2015/05/18) */
This should not be closed. My money was never refunded as promised and infact they billed me again this month. All these people do no tell the truth.
Final Business Response /* (4000, 14, 2015/05/28) */
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, Monday, May 18, 2015 containing a reply by Mr. [redacted] regarding the cancellation of his Life Time membership, as inquired about in the initial complaint to the Revdex.com.
I thank Mr. [redacted] for another opportunity to address his concerns. 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]'s expectations.

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, I have attached the General Terms Agreement completed 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]'s membership, Mr. [redacted] had not provided Life Time Fitness a proper cancellation request per the General Terms Agreement outlined above until April 13, 2015. For reference, I have included the Termination Agreement that Mr. [redacted] signed.

On April 13, 2015, Mr. [redacted] called Member Relations at our corporate office to inquire why he was being billed, and we explained to him the terms and conditions of the 30 day notice required for cancellation. Mr. [redacted] stated that he didn't know he was still responsible for the monthly membership fees, and later that day went into the club to sign for the cancellation. On April 17, 2015, the City Centre Houston facility agreed to waive the remaining prorated dues for the 13 days of May in which Mr. [redacted] would have been responsible for paying on May 1, 2015. Life Time did not promise any further refund, and did not bill Mr. [redacted] after April 1, 2015. I apologize that our decision to uphold the standard cancellation terms has resulted in a negative experience for Mr. [redacted].

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. 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]

I am rejecting this response because:
This is clearly extortion. A notice in writing via email which started in April should be sufficient. If a customer can not call to cancel, which I did in April, May, June, and July. Also a customer can not email individuals personally which I did in April, May, June, and July. This is by far the worst service a company could ever offer. I am a resident of another state and there are no facilities near me.

I am rejecting this because:On the Lifetime Fitness website it does NOT state these requirements. It says timely written notice and doesn't clarify what that is. We were not informed of their policy regarding the 30 day notice. They are false advertising on their website. My husband and I signed up via the Internet and expected the rules and regulations listed under their page to be honest and accurate. This, obviously, is not the case. They lie to anyone and everyone  including my husband and about the actual rules on their website. This is unacceptable. No business should ever be able to say one thing one a website that dictates a rule and then change it as they please after you pay money. This is highly unethical.