Life Time Fitness

Ms [redacted] Revdex.com of Minnesota and North DakotaGannon RoadSaint Paul, MN Re: Mr [redacted] Complaint ID: [redacted] Dear Ms [redacted] ,I received your email dated Friday, November 11, 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] ’s expectations Life Time has the right to choose our policies and procedures we set forth for our members so that we can operate as a business The great thing about Life Time is that we don't require long-term contracts when our members join We are month-to-month and so the only thing that we ask of our members, literally, the only thing, is that they provide us with a billing cycle in advanceWhile I can empathize with Mr [redacted] ’s decision to cancel his membership due to the price increase, Life Time Fitness chooses to uphold the cancellation terms outlined in the General Terms Agreement to be fair and consistent to all members Unfortunately, I can not speak to Mr [redacted] conversation with another Life Time employee as I was not present for that conversation I apologize that our decision to uphold the standard cancellation terms has resulted in a negative experience for Mr [redacted] Again, Mr [redacted] ’s membership is terminating as of November 30, should he wish to use his membershipWe 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 meSincerely, Dustin O.Member [email protected]

Response attached, along with a copy of the General Terms Agreement

Revdex.com of Minnesota and North Dakota Ms [redacted] Gannon Road Saint Paul, MN Re: Mrs [redacted] Case #: [redacted] Dear Ms [redacted] , I received your email dated December 15, 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 *** 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 increaseWe 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, 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 OMember Relations [email protected]

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 Consumer Rebuttal / [redacted] (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 phoneThen we were billed again, so we went in to figure the misunderstanding out and why it wasn't cancelled Final Business Response / [redacted] (4000, 9, 2015/06/05) */ 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, 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 expectationsAgain, Life Time Fitness respects that there are countless situations which pose special circumstances to our members across the country and may require a member to cancel their membershipAs such, we have implemented consistent membership guidelines to provide a uniform member experience throughout our club locations While it is never our intent to fall short of our member's expectations, I regret that we are unable to accommodate MrMr [redacted] 's refund requestAs stated in the prior response, Mr [redacted] 's membership will cancel effective June 11, 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 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]

Dear Mr [redacted] ***,We received the complaint dated March 12, containing a complaint filed with your office by Mrs [redacted] C [redacted] regarding the Life Time membership and the outstanding balance We appreciate Mrs [redacted] ’s outreach, so that we could further address the issue.Life Time has assisted in removing the entire past due balance of $206.00, and canceled the membership immediately as a member services gesture We apologize that the cancellation process did not as Mrs [redacted] expected, but are glad we were able to resolve the issue today 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.In health,Dustin O.Life Time Fitness, [email protected]

I am rejecting this response because I was told over the phone that my membership was cancelledI want a remaining refundI never received a copy of your terms of termination, I was not aware I had to have a written cancelationDo you have a signed terms from me? If not I demand a full refund of the remaining amount of the gym membership that I did not use and paid forFurther more I think you need to provide better training to your employees

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

Initial Business Response / [redacted] (1000, 5, 2015/11/12) */ 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, November 4, containing a complaint filed with your office by Mr [redacted] regarding the cancellation his Life Time MembershipWe appreciate Mr [redacted] reaching out so that we could further address his concerns By way of background, Life Time Fitness' General Terms Agreement states that a member may terminate the membership for any reason by giving advance written 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 per terms and conditions of the General Terms Agreement, Life Time requires written notice by the end of the month in order for a change to be effective on the last day of the following month (e.g., written notice received by Life Time between January and January will be effective February 28)I have included Mr [redacted] ' General Terms Agreement for reference Life Time Fitness respects that there are countless situations which pose special circumstances to our members across the country and may require a member to cancel their 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 experienceUpon reviewing Mr [redacted] ' membership, Life Time Fitness has received a certified letter postdated October 23, 2015, which is effectively terminating Mr [redacted] ' membership as of December 31, Above all, we thank Mr [redacted] for his patronage and allowing Life Time Fitness the opportunity to respond to his concernsWe apologize for the frustration with our cancellation policyTo 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, 2015/11/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dustin has just suggested it is his right to charge people whenever or however he feels appropriatebecause they believe it is in my best interest--convenientYes, I disagree with thatSuch faulty logic belongs in communist China or might have some affiliation with Heinrich Himmler Why do you need days notice Dustin? Do you need to prepare something for my exit? Do you need to clean the carpets? Secure a replacement tenant? Why stop at such an arbitrary number such as dayswhy not go for the gusto and try to scam a year out of me? Though I did see you are now trying to scam December out of me too, which would contradict the emails Lifetime sent me explaining that my membership expires Nov Par for the course Also, why do you need written notice via certified letter? To prevent miscommunication? What?! It is a month-to-month contractIf somebody mistakenly cancels their membership at the end of the month, they can start it right back up at the start of the next monthThey lose nothingThe premise is faulty as well, how does someone mistakenly cancel their membership? This is a gym membershipnot a mortgage, not something of actual importanceTo speak in such terms clearly indicated how deluded Lifetime isIt's a scam, pure and simpleYou can pretend that running your scam is critically important, but rational people know betterHeck, you aren't even willing to identify your last name--please associate yourself with this, put your name on it Final Business Response / [redacted] (4000, 9, 2015/11/17) */ 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, Friday, November 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 [redacted] ' expectations The great thing about Life Time is that we don't require long-term contracts when our members joinWe are month-to-month and so the only thing that we ask of our members, literally, the only thing, is that they provide us with a billing cycle in advanceWhile 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] I also want to clarify, Mr [redacted] membership is terminating as of November 30, 2015, not December 31, as previously stated in my prior responseI apologize for any confusion with the error in my first response 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, Dustin O Member Relations [email protected]

For reference we have attached is the entire email exchange that Life Time has from November 27, Life Time went above and beyond to assist Mr [redacted] with a cancellation for his own membership at that time Nothing was mentioned to terminate Ms***' membership per the email exchange that occurred Life Time has a standard cancellation process outlined in the General Terms Agreement so there is no miscommunication Those terms are to cancel at a club location or via certified mail As you can see from the attached documentation, Mr [redacted] did not take the time to complete an appropriate cancellation for Ms [redacted] membership Therefore, Life Time respectfully declines processing a further refund Life Time already honored to process a refund for August membership dues for Ms***' membership on August 4th, and no further billing will occur We also confirm the cancellation of Ms***' membership has been processed.We thank Mr [redacted] for the opportunity to respond to his concerns, and are sorry for the frustration this has caused To this end, we trust that this matter will be considered closed by your officeIn health, Dustin O.Member Relations

Dear MsAdelmann,This complaint was closed and resolved per the refund honored Please see previous responses, and the member's acceptance.Thanks!Dustin O.Member Relations

Mr [redacted] Revdex.com of Minnesota and North DakotaGannon RoadSaint Paul, MN 55116Re: Mr [redacted] ***Complaint # [redacted] Dear Mr [redacted] ,I received your email dated Thursday, May 5, containing a complaint filed with your office by Mr [redacted] regarding the billing of his Life Time membership and the access that the membership allows We appreciate Mr [redacted] for submitting a complaint so that we could address his questions further.In response to Mr [redacted] ’s specific concerns, 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 I have contacted Mr [redacted] at ###-###-#### and left him a message to reach out to me regarding his membership options moving forward I apologize for any confusion regarding the membership options available Again, Mr [redacted] reach out to me at ###-###-#### I look forward to Mr***’s return call so we can address the issue furtherSincerely,Dustin O.Member [email protected]

This matter was already closed per previous response on 11/9/ Below are details of the resolution offered I have reviewed this refund as it was not properly processed previously so we apologize for the delay The refund was processed today (12/5/17) and will post back to Ms [redacted] bank account in 2-business daysMsCarol AdelmannRevdex.com of Minnesota and North DakotaGannon RoadSaint Paul, MN Re: DrDenise FoleyComplaint ID Dear MsAdelmann, We received your email dated November 3, containing a complaint filed with your office by DrDenise Foley regarding the incident with her safety and the poor member experience We appreciate DrFoley for reaching out so that Life Time could address her concerns.Life Time apologizes that our club did not live up to DrFoley’s expectations, and we are sorry to see her cancel due to that Life Time has processed a refund in the amount of $for the final prorated dues for November, as DrFoley’s last visit to the club was on October 30, The refund can take 2-business days to post back to DrFoley’s bank account due to bank processing guidelines DrFoley’s membership is pending termination for November 23, 2017, and no further charges will be assessed.Above all, we thank DrFoley for allowing Life Time the opportunity to respond to her 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 meSincerely, Dustin O.Member [email protected]

I am rejecting this response because:I have not made any deragotry comments to anyoneThis is completely information and is defamation of my character! I request a mediation of this issueI have been a member for a long time and I'm friends with everyone that works there!

Initial Business Response / [redacted] (1000, 5, 2016/02/26) */ Mr [redacted] Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: [redacted] Case # [redacted] Dear Mr [redacted] , I received your email dated Friday, February 19, containing a complaint filed with your office by [redacted] regarding the status of the Life Time membership, and the continued outreach about the delinquent membershipWe appreciate Mr [redacted] submitting the complaint so that we could further address his concerns 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 By way of background, Life Time Fitness' General Terms Agreement states that a member may terminate the membership for any reason by giving advance written noticeAdvance written notice is described as submitting a termination request at a Life Time center or by sending a written termination request stating that the member is terminating their membership by certified mail, return receipt requestedWe believe that it is in the best interest of our members to have a receipt of cancellation to prevent any possible miscommunicationLife Time does not accept cancellations via phone, fax or emailI have included a copy of Mr [redacted] 's General Terms Agreement for reference Additionally, the General Terms Agreement states that all cancellation requires written termination notice by the end of the month in order for the termination to be effective on the last day of the following month (e.g., written notice received by Life Time Fitness between May and May will be effective June 30) Upon reviewing Mr [redacted] 's membership, Life Time has no record of a cancellation submitted to Life Time per our standard cancellation policyAs a customer service gesture, we will accept this written complaint as a written request to terminate Mr [redacted] 's membership, and it will terminate effectively on March 31, If Mr [redacted] 's can provide proof of a prior cancellation request, Life Time is more than happy to readdress this complaintThe balance on Mr [redacted] 's membership is currently $owed for January and February's monthly dues and late feesThere 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 Centreville Life Time location, or, by calling Member Relations at Life Time Fitness' corporate office at [redacted] during the office hours of a.mand p.m., central time, Monday through Friday Above all, we thank Mr [redacted] for his prior patronage and for 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]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] .Obviously I'm not happy with their response but am certain LF will not issue a refund so pursuing further action through Revdex.com will be pointless for all parties

We appreciate Mr [redacted] for reaching out regarding the membership status and past due balance Life Time does not have any record of a downgrade request being submitted for his wife in As a member services gesture due to Mr [redacted] ongoing medical issues, Life Time has honored to cancel out the membership effective immediately and have waived the entire past due balance Nothing further is owed from Life Time and we will cease any further outreach via phone and email.In health, Dustin O.Member [email protected]

Response attached, along with documentation

Ms [redacted] Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Mr [redacted] Complaint ID [redacted] Dear Ms [redacted] , We received your email dated Wednesday, February 7, containing a complaint filed with your office by Mr*** [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 furtherLife Time Fitness respects that there are countless situations which pose special circumstances to our members across the country and may require a member to cancel their membership As such, in the spirit of delivering best-in-class facilities, amenities and programming, we have implemented consistent membership guidelines to provide a uniform member experienceBy way of background, Life Time Fitness’ General Terms Agreement states that a member may terminate the membership for any reason by giving advance written notice Advance written notice is described as submitting a termination request at a Life Time Fitness center or by sending a written termination request stating that the member is terminating their membership by certified mail, return receipt requested We believe that it is in the best interest of our members to have a receipt of cancellation to prevent any possible miscommunication Life Time Fitness does not accept cancellations via phone, fax or emailAdditionally, the General Terms Agreement states that all cancellation requires written termination notice, 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) Upon reviewing Mr***’s membership, Mr [redacted] provide Life Time Fitness a proper cancellation request per the General Terms Agreement outlined above on February 8, Per the day notice to cancel the membership, Mr***’s membership is canceling effectively on March 10, 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 causedAbove all, we thank Mr [redacted] for their patronage and allowing Life Time Fitness the opportunity to respond to their 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 meSincerely, Dustin OMember Relations [email protected]

Initial Business Response / [redacted] (1000, 5, 2015/09/11) */ Mr [redacted] Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Dr [redacted] Case # [redacted] Dear Mr [redacted] , I received your email dated Tuesday, September 8, containing a complaint filed with your office by Dr [redacted] regarding the Life Time Fitness cancellation and billingWe appreciate Dr [redacted] reaching out so that we could further address her concerns In response to Dr***'s concerns, we believe in earning each member's business through a continued commitment to deliver an unparalleled experience and valueIn keeping with this philosophy, our cancellation policy has been structured to provide members with a monthly membership termination opportunity, as well as an option to place the membership on a hold membershipDr [redacted] signed to place her membership on Standard Flex, "hold", on September 5, 2012, and the membership has remained on hold sinceFor reference, I have included a copy of the Standard Flex Agreement Additionally, the General Terms Agreement states that all cancellation requires written termination notice by the end of the month in order for the termination to be effective on the last day of the following month (e.g., written notice received by Life Time Fitness between May and May will be effective June 30)For reference, I have attached a copy of Dr***'s General Terms Agreement Upon reviewing Dr***'s membership, Life Time has record of the payment of $45, and cancellation request submitted on August 2, On behalf of Life Time, we apologize for the miscommunication and mishandling of Dr***'s cancellation requestLife Time did process an immediate termination as of September 3, when Dr [redacted] spoke with a manager at the Scottsdale locationAlso Life Time has removed the $in which Dr [redacted] was notified about on September 2, 2015, via a past due email While it is never our intent to fall short of our member's expectations, I regret that we are unable to accommodate Dr***'s refund requestLife Time again apologizes for any confusion, miscommunication, and frustration regarding the cancellation policy Above all, we thank Dr [redacted] for her patronage and allowing Life Time Fitness 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]

(The consumer indicated he/she DID NOT accept the response from the business.) I believe that this fails to address the discussions had with two different staff members with whom I spoke and specifically inquired as to the termination procedures for members who had paid for a full year membership in a lump sum As you see the contract terms only reference payments made monthly through debit or credit and nothing speaks as to the cancellation process for amounts paid in full prior to beginning use for the year that has been paid for in fullIf the payments is made in full for the next year there is no reason for their to be an outstanding balance Service desk members told me, on two separate occasions, that there was nothing further to do once my membership expired on 12/31/I believe that this indicates a pattern of deceptive practices or a lack of training for the staff members who can not provide an answer to what should not be a difficult question that should be reflective of their company policy I further believe that that practice violates the Missouri Merchandising Practices Act My desire is for this attempt at continued payment after I was told that my membership had expired and I could not even access the facility had I desired to do so is tantamount to extortion on the part of Lifetime Fitness I trust that this matter will remain open pending further action on the part of Lifetime Fitness to resolve this matter appropriately