Life Time Fitness

I am rejecting this response because: You seem to not know the amount I am supposed to be charged per month Please see attachedWhat you will see attached is the only thing I signed when I changed my membership to individual from familyPlease notice the monthly amountSince you have indicated in writing that my fee is $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 days notice to terminate all relationship between myself and Life TimeI 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 magazinePlease reply indicating that as of today, October 10, 2017, my contract with lifetime expires in daysRegarding ant remaining concerns I had, please disregard them.I truly enjoyed LT so this outcome for me is a real shameWhat 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 todayLifetime was for me health and recreationThere 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 days notice, I will be grateful.Sincerely, [redacted] s [redacted] @useventing.com

This issue was resolved on October 18, per a conversation that Mrs [redacted] had with a Member Relations Associate Life Time considers this complaint closed based upon the resolution provided.Dustin O.Member Relations

Dear Ms [redacted] , We received your email dated February 5, 2018, containing a complaint filed with your office by Dr [redacted] M [redacted] regarding the dues increase to her Life Time membership We appreciate Dr [redacted] for filing a complaint so we could further address her concernsLife Time strives to keep dues increases as small and infrequent as possible, however they are necessary from time to time to ensure we are able to uphold the member experience Upon reviewing Dr [redacted] ’s membership, Life Time notified Dr [redacted] of the dues increase on September 27, 2017, outlining that the change would take effect on November 1, At that time it outlined that the dues would be increasing from $per month to $per month, plus tax if applicable We apologize for any misunderstanding surrounding the increases and any surprise that occurred Life Time will honor as a member services gesture to refund the $(plus tax) increase that occurred from November through February The total refund processed today was $21.58, and it will post back to the credit card on file in 2-business days Additionally, we can confirm the membership is pending termination for February 28, Again, we apologize for the frustration with our dues increases and are sorry to see it caused Dr [redacted] to cancel her membership To this end, we trust that this matter will be considered closed by your office If you have any questions please feel free to contact me directly Sincerely, Dustin OMember Relations [email protected]

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

Final Consumer Response / [redacted] (2000, 6, 2016/03/23) */ Lifetime GM contacted me, and issue has been resolved

Initial Business Response / [redacted] (1000, 5, 2015/05/19) */ Mr [redacted] Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Mr [redacted] Case # [redacted] Dear Mr [redacted] , I received your email dated Monday, May 11, 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 noticeAdvance written notice is described as submitting a termination request at a Life Time Fitness center or by sending a written termination request stating that the member is terminating their membership by certified mail, return receipt requestedWe believe that it is in the best interest of our members to have a receipt of cancellation to prevent any possible miscommunicationLife Time Fitness does not accept cancellations via phone, fax or email Additionally, the General Terms Agreement states that all cancellation requires written termination notice, which requires a day advance written notice to terminate (e.g., written notice received by Life Time Fitness on January 15, will terminate on the membership effective February 14)I have attached a copy of the original agreement authorized at the time of Mr [redacted] 's online joinThe copy of the General Terms Agreement was also emailed to Mr [redacted] on April 11, 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 membershipAs such, in the spirit of delivering best-in-class facilities, amenities and programming, we have implemented consistent membership guidelines to provide a uniform member experience Upon reviewing Mr [redacted] 's membership, Mr [redacted] provided Life Time Fitness a proper cancellation request on May 12, Mr [redacted] also received a confirmation email of this termination request, and I have included it for referenceMr [redacted] 's membership is pending termination for June 11, 2015, and the final June prorated monthly dues will attempt to collect on June 1, Please note that Life Time respectfully declines any refunds to Mr [redacted] 's membershipWe 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 concernsIf I may be of additional assistance, please feel free to contact me Sincerely, [redacted] Member Relations [email protected]

Initial Business Response / [redacted] (1000, 5, 2015/04/10) */ Mr [redacted] Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Mr [redacted] Case # [redacted] Dear Mr [redacted] , I received your email dated Thursday, April 2, 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 noticeAdvance written notice is described as submitting a termination request at a Life Time Fitness center or by sending a written termination request stating that the member is terminating their membership by certified mail, return receipt requestedWe believe that it is in the best interest of our members to have a receipt of cancellation to prevent any possible miscommunicationLife Time Fitness does not accept cancellations via phone, fax or email Additionally, the General Terms Agreement states that all cancellation requires written termination notice, which requires a day advance written notice to terminate (e.g., written notice received by Life Time Fitness on January 15, will terminate on the membership effective February 14)I have attached a copy of the original agreement signed at the time of joining by Mr*** Life Time Fitness respects that there are countless situations which pose special circumstances to our members across the country and may require a member to cancel their membershipAs such, in the spirit of delivering best-in-class facilities, amenities and programming, we have implemented consistent membership guidelines to provide a uniform member experience Upon reviewing Mr***' membership, Mr [redacted] had not provided Life Time Fitness a proper cancellation request per the General Terms Agreement outlined aboveOn March 30, Mr [redacted] called the club inquiring about cancellationThe Business Administrator at the Cn Rapids club offered to make an exception, and allow an email cancellation requestIf Mr [redacted] is able to provide me a receipt of his cancellation request from mid March, I would be happy to honor itHowever at this time the cancellation is effective for April 29, per the 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 concernsTo this end, we trust that this matter will be considered closed by your officeIf I may be of additional assistance, please feel free to contact me Sincerely, [redacted] Member Relations [email protected] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I mailed in the cancelation as requiredI 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 phoneMy letter WAS mailed weeks priorI hadnt heard anything, which is why I called at the end of the month to ensure I didnt incur any additional chargesOn top of that, the rep said they would credit the charges, which I have an email confirmation ofThen they said they couldnt and now here we are Final Business Response / [redacted] (4000, 9, 2015/04/16) */ Mr [redacted] Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Mr [redacted] Case # [redacted] Dear Mr [redacted] , I received your email dated, Monday, April 13, 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 satisfactoryOn behalf of Life Time Fitness, I again apologize for any frustration regarding our policies and that the cancellation process did not meet Mr***' expectationsWhile I can empathize with Mr***' 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 membersI apologize that our decision to uphold the standard cancellation terms has resulted in a negative experience for Mr***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 timeI thank Mr [redacted] will continue to have access to the Life Time Fitness, Cn Rapids through April 29, We thank Mr [redacted] for the opportunity to respond to his concernTo this end, we trust that this matter will be considered closed by your officeIf I may be of additional assistance, please feel free to contact me Sincerely, [redacted] Member Relations [email protected]

Response and documentation provided

Ms [redacted] Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Ms [redacted] Complaint ID [redacted] Dear Ms [redacted] , I received your email dated Wednesday, January 18, containing a reply by Ms [redacted] regarding Life Time Fitness’ cancellation process as described in the response to the Revdex.com regarding the first response to this matterOn behalf of Life Time Fitness, I thank Ms [redacted] for another opportunity to address his 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 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 First off, we suggest Ms [redacted] reaches out to the postal office in which she sent her certified mail once again, as they do keep copies of the receipt and are available upon request When sending certified mail, you either choose to receive the certified confirmation receipt via mail, or they you may also receive the certified confirmation receipt via email if requested to be sent electronically Also, we have included the postal services website for future clarification and questions Ms [redacted] has regarding certified mail http://www.certified-mail-envelopes.com/ Additionally, Ms [redacted] is unable to provide Life Time with the certified receipt, we suggest Ms [redacted] completes a proper termination request at this timeWhile 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 Ms [redacted] can pay the balance and they are as follows; in person at any Life Time facility, or mailing in payment to the Old Orchard Life Time location, or by calling Member Relations at Life Time Fitness’ corporate office at ###-###-#### during the office hours of a.mand p.m., central time, Monday through Friday Above all, we thank Ms [redacted] for her patronage and allowing Life Time Fitness the opportunity to respond to his concernsTo this end, we trust that this matter will be considered closed by your office If I may be of additional assistance, please feel free to contact me Sincerely, Dustin OMember Relations [email protected]

Initial Business Response / [redacted] (1000, 5, 2015/12/16) */ Mr [redacted] Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Mr [redacted] Case # [redacted] Dear Mr [redacted] , I received your email dated Monday, December 7, 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 noticeAdvance written notice is described as submitting a termination request at a Life Time Fitness center or by sending a written termination request stating that the member is terminating their membership by certified mail, return receipt requestedWe believe that it is in the best interest of our members to have a receipt of cancellation to prevent any possible miscommunicationLife Time Fitness does not accept cancellations via phone, fax or email Additionally, the General Terms Agreement states that all cancellation and downgrade requires advance written notice, which requires a day notice to terminate or downgrade (e.g., written notice received by Life Time Fitness on January 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 membershipAs such, in the spirit of delivering best-in-class facilities, amenities and programming, we have implemented consistent membership guidelines to provide a uniform member experience Upon reviewing Mr [redacted] 's membership, Mr [redacted] 's has provided Life Time Fitness a proper cancellation request per the General Terms Agreement outlined aboveOn December 2, 2015, Life Time received Mr [redacted] 's certified cancellation letter postmarked dated November 27, Per the day advance written notice required, the membership is pending termination for December 27, 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 concernsTo this end, we trust that this matter will be considered closed by your officeIf I may be of additional assistance, please feel free to contact me Sincerely, Dustin O Member Relations [email protected] Initial Consumer Rebuttal / [redacted] (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 sufficientAnd 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 / [redacted] (4000, 9, 2015/12/23) */ Mr [redacted] Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Mr [redacted] Case # [redacted] Dear Mr [redacted] , I received your email dated Wednesday, December 16, 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] expectationsAgain, Life Time Fitness respects that there are countless situations which pose special circumstances to our members across the country and as such, we have implemented consistent membership guidelines to provide a uniform member experience throughout our club locationsWhile 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 concernTo this end, we trust that this matter will be considered closed by your officeIf I may be of additional assistance, please feel free to contact me Sincerely, Dustin O Member Relations [email protected]

I am rejecting this response because: Dear Better Buisness Bureau,Thank you for reaching out to me as well as Lifetime Fitness on my behalf with respect to my complaintI am rejecting the response from this buisness for the following reasonsLike I had mentioned to representatives at Lifetime Fitness, I was told that a written notification of termination would be sufficeI did mail in a notice of termination via USPS days prior to my anticipated cancelation dateIn reading their response, it is stated that a written notification of termination requires certified mailThis brings me to my second reason as to why I am rejecting Lifetimes responseWhen a consumer inquires with a buisness representative as to how to cancel a service it's reasonable to assume that the information you are receiving is correct in its entiretyIn this case I was told to "just mail us a written notification of cancelling your membership"These are the words that I remember coming out of the Lifetime representatives mouthI know I would have remembered if they had said "you need it to be sent by certified mail" because I rarely mail things with certified mail and this would have stuck out in my headI believe in this case if an employee or representative does not know the stipulations of their own camelation policy then I do not beilve me as a consumer should be penalized for thisAbove all, my membership was paid on a monthly basis via direct bill payI had no problem paying an organization for services renderedHowever I do have a problem when an organization informs me on how to cancel a membership yet fails to recognize that there may have either been a miscommunication on their end or improper hadleing of my paper work (meaning they have lost my written notification) and now attempts to collect on a claimI respect Lifetime Fitness for giving me a response however I do not agree with their set out resolution planRespectfully, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/12/18) */ Mr [redacted] Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Mr [redacted] Case # [redacted] Dear Mr [redacted] , I received your email dated Tuesday, December 8, 2015, containing a complaint filed with your office by Mr [redacted] regarding the cancellation of his family's Life Time membership, dues increases, and the offer to return to Life Time While Life Time strives to keep dues increases as small and infrequent as possible, they are necessary from time to time to ensure we are able to uphold the member experienceThe recent increase ensures dues for our long term members continue to remain below that required of new membersWe also remain highly committed to enhancing the value we provide to our membersFor example, we have and continue to add new programs, services and value to our memberships in areas such as, the LifeCafe, LifeSpa, Kids Activities, Personal Training, and Member AdvantageI can assure you that Life Time has only executed two dues increases over the course of the past two years, as these are completed nationwide for all Life Time members on an annual basisThe most recent dues increase took effect on November 1, 2014, and November 1, Upon reviewing Mr***'s membership, the reason why the membership experienced an increase in October was due to adding a secondary member to his membershipOn September 1, 2014, Mr [redacted] added [redacted] to his Couple membership, which changed the membership to a Family membershipThen as of November 1, 2014, Mr***'s membership experienced the nationwide dues increaseWe apologize for any misunderstanding surrounding the increases To address Mr***'s concerns regarding rejoining, we allow a member to return to Life Time within days of their termination date, without any rejoining fees imposedThe offer that Mr [redacted] received to reinstate the terminated membership in November expired on November 30th per the original termination date of October 31, For reference, I have included a copy of Mr***'s Termination Agreement for reference, as it specifically states, "If I rejoin Life Time Fitness, I understand that joining fees will apply and that I will not be eligible for any money-back guarantee trial period." Life Time has long set a standard in the health and fitness industry for the best facilities, programs, services, and valueRelative to other business tactics this industry has seen over the decades, we set ourselves apart when we launched in Both then and today, we have applied a consistent approach to membership policies for all members as opposed to a free-wheeling process that awards the individual who negotiates well with the best dealSuch practices are not sustainable or consistent with what we believe to be good business practice or consumer friendly Unfortunately Life Time is not able to honor any grandfathered pricing, nor any rejoining promotion without administrative feesAny offer to rejoin Life Time would consist of the current joining promotions that apply to any new member joining todayUnfortunately, no other offers are being extended by the local Life Time or corporate office We apologize for the frustration with our dues increases and rejoining policy, but we must remain fair and equitable with our joining offersTo this end, we trust that this matter will be considered closed by your officeIf you have any questions please feel free to contact me directly Sincerely, Dustin O Member Relations [email protected]

Ms [redacted] Revdex.com of Minnesota and North DakotaGannon RoadSaint Paul, MN Re: Ms [redacted] Complaint ID [redacted] Dear Ms [redacted] ,I received your complaint dated Friday, July 29, 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 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 processesIf I may be of additional assistance, please feel free to contact meSincerely, Dustin O.Member [email protected]

Final Consumer Response / [redacted] (2000, 6, 2016/03/09) */ I would like to close this complaintI worked it out with the business

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 meI'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

Initial Business Response / [redacted] (1000, 5, 2015/07/30) */ Mr [redacted] Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Mr [redacted] Case # [redacted] Dear Mr [redacted] , I received your email dated Tuesday, July 21, containing a complaint filed with your office by Mr [redacted] regarding phone calls to his homeWe appreciate Mr [redacted] 's feedback and apologize for the inconvenience his wife and him have experiencedWe are so sorry! Our goal is always to deliver the unparalleled service, quality and value for which Life Time Fitness is knownIt 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 sorryAt 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 FitnessI 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 deliverTo this end, we trust this matter will be considered closed by your officeIf I can be of any additional assistant, please feel free to contact me Sincerely, Dustin O Member Relations [email protected] Initial Consumer Rebuttal / [redacted] (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]

I am rejecting this response because: Let this stand as my "written request" the membership should be under [redacted] from your Plano TX location There should not be a need to worry about "miscommunication" on cancelling as you are not providing us any service You are simply making it more difficult for us to stop the billing to my bank account when again you provide us with no service I have placed a stop payment for your debits through my bank, you changed the descriptor used to debit me We have now been issued multiple cards to avoid you having our credit card information Each time you use a service designed as a convenience (account updater) to continue fraudulently debiting my bank account I will not spend more time than I already have driving to a location so I can tell you the same thing as I have multiple times thus far We are not using your service, nor will we ever use your service again

Initial Business Response / [redacted] (1000, 5, 2015/12/04) */ Mr [redacted] Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Mrs [redacted] Case # [redacted] Dear Mr [redacted] , I received your email dated Wednesday, November 25, 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 noticeAdvance written notice is described as submitting a termination request at a Life Time center or by sending a written termination request stating that the member is terminating their membership by certified mail, return receipt requestedWe believe that it is in the best interest of our members to have a receipt of cancellation to prevent any possible miscommunication Additionally, the General Terms Agreement states that all cancellation requires written termination by noticeMembers will have active membership and pay for days following cancellation receipt(ex: cancellation received September 15, member will have an active membership through October and pays of October on October 1.)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 membershipAs such, in the spirit of delivering best-in-class facilities, amenities and programming, we have implemented consistent membership guidelines to provide a uniform member experience First off, I want to address the $that Mrs [redacted] claims we have changed on her membership billing to circumvent the bank draftsIf 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 magazineIf the magazine is not canceled after the trial period, the membership is billed $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 Life Time does have record that we have accepted a cancellation request on November 30, 2015, and that we have waived the day notice to cancel as a member services gestureWhile 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 requestFor reference, I have included a copy of the Termination Agreement completed on November 30, Above all, we thank Ms [redacted] for allowing Life Time the opportunity to respond to her concernsTo this end, we trust that this matter will be considered closed by your officeIf I may be of additional assistance, please feel free to contact me Sincerely, Dustin O Member Relations [email protected]

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 membershipWe thank Mrs [redacted] for the opportunity to respond to her complaint, and apologize for any misunderstanding about the Swim Program AgreementAfter further review of Mrs***’ 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 formAbove 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]

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 meIn this matter, I want to clarify that the associate did not provide me with any details regarding the cancellation letter what should include the body of the letterI have never done this before and the associates should be very well informed/ trained regarding the cancellation's requirements if the members are not in presenceIf they have the option a member to cancel a membership thru a letter and a copy of a driver license and send these in the mail, they have to make sure that the member is familiar with the requirements/ detailsSecondly, I sent the cancellation letter in the end of August, and Easton, Columbus, OH received the letter on September 1, They have to back up the cancellation effective October 01, as the requirement is days noticeAgain, the associate had not specified what should include the letter and the first time I called to cancel, they asked me for membership number and I said that I don't remember it, they found my information with providing my SSNAnyway, everything is fine now but my recommendation for Lifetime Fitness is they to train well your associates with the cancellation's requirements and specifically what details the body of the cancellation letter should include when members are using the mail as an option to cancel their membership