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 complaint dated Thursday, September 22, containing a complaint filed with your office by Mr [redacted] [redacted] regarding the attempt to cancel his Life Time Membership, and the continued billing We appreciate Mr [redacted] for filing his complaint so that we may address his concerns 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 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 emailUpon trying to research this issue further, we are unable to find a membership for Mr [redacted] with the information provided in the complaint First off, we apologize for the frustration with the process to terminate the membership Unfortunately without a previous written cancellation on record, Life Time is unable to issue any refunds.If Mr [redacted] wishes to cancel his membership, Mr [redacted] will need to visit the club in person to sign for the cancellation, or send a cancellation letter to the club or our coporate office (we encourage the letter to be sent via certified mail with proof of receipt required for your records) Make sure to include your name, membership number, and sign the letter.Mail address for Plano:Life Time Fitness PlanoAttention Member Services [redacted] ***Plano, TX Mailing address for Corporate Office:Life Time Fitness CorporateAttention Member Relations [redacted] ***Chanhassen, MN Above all, we 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 meSincerely, Dustin O.Member [email protected]

Initial Business Response / [redacted] (1000, 5, 2015/12/10) */ Mr [redacted] Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Mr [redacted] Case # [redacted] Dear Mr [redacted] , I received the complaint dated Tuesday, December 1, containing a complaint filed with your office by Mr [redacted] regarding the balance owed on his membership, and the cancellation policy at Life TimeWe thank Mr [redacted] for taking the time to file his 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 noticeAdvance 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 membershipWe 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 email Additionally, the General Terms Agreement states that all cancellation and downgrade requests require advance written noticeMembers maintain an active membership and pay for days following the change request(ex: downgrade received September 15, member will have an active membership through October 14, and downgrades on October 15.) I have attached Mr [redacted] 's General Terms Agreement for reference Upon reviewing Mr [redacted] 's membership, Life Time Fitness had no record of a proper cancellation request for his membership or any documentation in the membership notesLife Time does have documentation of emailing with Mr [redacted] on October 14, when Life Time reached out to Mr [redacted] about the past due balance owed for October's membership duesMr [redacted] 's response was, "This is no problemI called in to cancel my subscription anyway, so it's good if the payment was not draftedPlease continue to cancel my agreement officially so that nobody at Lifetime will continue to think I'm a memberThank you!" Life Time kindly offered Mr [redacted] a 50% delinquent balance reduction offer on November 30, and Mr [redacted] acceptedLife Time waived $85.90, while Mr [redacted] updated his form of payment for his membership, and paid off the $Currently, Mr [redacted] 's membership remains active Above all, we thank Mr [redacted] for his patronage and allowing Life Time the opportunity to respond to his concernsIf I may be of additional assistance, please feel free to contact me Sincerely, Dustin O Member Relations [email protected]

Initial Business Response / [redacted] (1000, 5, 2015/04/21) */ Revdex.com of Minnesota and North Dakota Mr [redacted] Gannon Road Saint Paul, MN Re: Mr [redacted] Case #: [redacted] Dear Mr [redacted] , I received your email dated Tuesday, April 14, 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 providerI 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 TimeI have asked that the Business Administrator, [redacted] , from the City Centre, Houston facility to reach out to Mr [redacted] to address his concernsShe has a much better understanding of the partnership with the LoftsWe 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 concernsTo this end I trust that this matter will be considered closed by your officeIf you have any further questions you may contact me at your convenience Regards, [redacted] Member Relations [email protected] Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/05/18) */ This should not be closedMy money was never refunded as promised and infact they billed me again this monthAll these people do no tell the truth Final Business Response / [redacted] (4000, 14, 2015/05/28) */ 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 18, 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 concernsOn 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 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)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 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] had not provided Life Time Fitness a proper cancellation request per the General Terms Agreement outlined above until April 13, 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 day notice required for cancellationMr [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 cancellationOn April 17, 2015, the City Centre Houston facility agreed to waive the remaining prorated dues for the days of May in which Mr [redacted] would have been responsible for paying on May 1, Life Time did not promise any further refund, and did not bill Mr [redacted] after April 1, 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 timeWe 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]

Ms [redacted] Revdex.com of Minnesota and North DakotaGannon RoadSaint Paul, MN Re: Ms [redacted] Complaint ID [redacted] Dear Ms [redacted] ,I received your email dated Wednesday, September 28, 2016, containing a reply by Ms [redacted] regarding the status of her Life Time membership status as described in the initial response to the Revdex.com.On behalf of Life Time Fitness, I thank Ms [redacted] for another opportunity to address her concerns and apologize that the membership did not meet Ms [redacted] ’ expectations Again, Life Time Fitness respects that there are countless situations which pose special circumstances to our members across the country and as such, we have implemented consistent membership billing guidelines to provide a uniform member experience throughout our club locationsBy way of background, Life Time Fitness’ attempts to automatically collected dues from all members on the first of each month, for the current month of membership dues owed We attempt to process the monthly dues through the form of payment the member places on file for their Monthly Payment Method Life Time collects monthly dues through an Electronic Funds Transfer with our payment processor and the member’s bank account To clarify, Jake does have authorization working in the delinquent collections department at our corporate office to offer a onetime payment plan as a member services gesture Unfortunately the payment plan was not fulfilled by Ms [redacted] , and the past due balance owed was collected per the terms of the membership agreementAgain, the General Terms Agreement states in the MEMBERSHIP FEES PAYMENT, STATUS CHANGES AND REFUND AUTHORIZATION section: “I authorize Life Time Fitness or its agents on its behalf to, depending on my method chosen, automatically and without notice charge my designated credit/debit card or draft from my designated checking/savings account (together, "EFT"), for this membership's Joining Fees and first month's Membership Dues on the date of my enrollment, and on a monthly basis thereafter for any and all amounts due and owing to Life Time Fitness, including my then-current month's Membership Dues, any outstanding portions of my Joining Fees or Membership Dues, any Experience Life fees, any fees for Life Time Fitness services or products, any late fees, any collection costs, and payments that I, anyone on this membership, or any guests under this membership owe for the submission of invalid payment instruments.” Unfortunately, Life Time will not be able to issue a refund based on the information provided in our response today We are sorry for the frustration this has caused 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 meSincerely, Dustin O.Member [email protected]

Response attached

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.

Mr [redacted] Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Mr [redacted] Complaint ID: [redacted] Dear Mr [redacted] , I received your complaint dated Wednesday, March 30, containing a complaint filed with your office by Mr [redacted] regarding the cancel his Life Time Membership, and the final billing owedBy 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 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 the original agreement signed at the time of joining by Mr [redacted] Life Time Fitness respects that there are countless situations which pose special circumstances to our members across the country and may require a member to cancel their membership As such, in the spirit of delivering best-in-class facilities, amenities and programming, we have implemented consistent membership guidelines to provide a uniform member experienceUpon reviewing Mr [redacted] ’s membership, Mr [redacted] has provided Life Time Fitness a proper cancellation request on March 28, Currently Mr [redacted] ’s membership is canceling effectively April 30, per the terms and conditions of the cancellation policyAdditionally, Mr [redacted] has made his final payment of for the month of March and April in the amount of $21.66, so there will be no further charge owed to Life Time after his check payment was received on March 29, Again, I can assure Mr [redacted] that there are no further charges owed to Life Time Fitness We apologize for the misunderstanding or confusion that has occurred I have attached a copy of the Flex Agreement and Termination Agreement for reference as well per Mr [redacted] ’s requestAbove all, we 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 meSincerely, Dustin OMember Relations [email protected]

Initial Business Response / [redacted] (1000, 5, 2016/03/03) */ 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 complaint dated February 26, containing a complaint filed with your office by Mr [redacted] regarding the cancellation process required for his Life Time MembershipWe appreciate Mr [redacted] taking the time to file his complaint so that we could address his concerns further Life Time Fitness respects that there are countless situations which pose special circumstances to our members across the country and may require a member to cancel their 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 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 does not allow cancellation via phone, email, or fax 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 Mr [redacted] 's General Terms Agreement signed at the time of joining which outlines our cancellation process Upon reviewing Mr [redacted] 's membership, Life Time does have record of Mr [redacted] requesting to terminate his Life Time membership on January 26, For reference, I have attached Mr [redacted] 's Termination Agreement for reference outlining the termination date of February 29, Mr [redacted] 's membership has an outstanding balance of $for the months of January and FebruaryWe apologize for any confusion regarding our cancellation processesLastly, I have honored to remove the $balance as a member services gesture so there is no further payment owed to Life Time Fitness Above all, we thank Mr [redacted] for his prior 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, Dustin O Member Relations [email protected] Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/03/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate that Life Time took the time to resolve the issueJust to clarify my point, during my numerous conversations with the stuff, nobody told/advised me that membership could be canceled by mailAll of the employees were insisting on me being personally present in order to cancel, no matter how inconvenient it was for me

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

Initial Business Response / [redacted] (1000, 10, 2015/08/21) */ Mr [redacted] Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Ms [redacted] Case # [redacted] Dear Mr [redacted] , I received your email dated Wednesday, August 12, containing a complaint filed with your office by Ms [redacted] regarding the membership that she started for her daughter's, and the cancellation notice required for termination of the membership By way of background, Life Time Fitness' General Terms Agreement states that a member may terminate the membership for any reason by giving advance written 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.)I have included a copy of the General Terms Agreement signed by Ms*** 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 Upon reviewing [redacted] and [redacted] ***'s membership, Life Time has record of Ms [redacted] starting her daughter's membership on June 29, by signing the General Terms Agreement agreeing to the initial joining fees, along with the day cancellation policyAt the time of joining, Life Time correctly charged the $plus tax promotional administrative fee as promised by Jill, reduced from the original price of $In addition, Ms [redacted] was billed for was for adding on a secondary member to the membership in the amount of $plus tax, and $plus tax for prorated dues for the two days of JuneIn total, Ms [redacted] was billed $on June 29, 2015, which was required to start the membership Ms [redacted] then visited the Life Time club on July 30, requesting the cancellation of the membership due to a lack of usageUnfortunately Life Time only has a day trial period, which is outlined in the General Terms Agreement signed at the time of joiningLife Time provides members with a monthly membership termination opportunity as well as an initial money back cancellation opportunity, which we feel is fair and equitableWhile it is never our intent to fall short of our member's expectations, I regret that we are unable to accommodate Ms***'s refund request [redacted] and [redacted] ***'s membership is pending termination for August I have attached the Termination Agreement for reference 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]

Initial Business Response / [redacted] (1000, 5, 2015/05/08) */ 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 28, containing a complaint filed with your office by Mr [redacted] regarding the billing and past due balance of his Life Time membership 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 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 initial money back cancellation opportunityLife Time Fitness' General Terms Agreement states, "I may terminate this membership for any reason during the first days of membership and receive a refund of the Joining Fees and Membership Dues." I apologize about any misunderstanding; however, Life Time has never had a day money back guarantee, and will not honor to refund any membership fees paid to date on Mr [redacted] 's membership Additionally, the General Terms Agreement states in the MEMBERSHIP FEES PAYMENT, STATUS CHANGES AND REFUND AUTHORIZATION section: "I authorize Life Time Fitness or its agents on its behalf to, depending on my method chosen, automatically and without notice charge my designated credit/debit card or draft from my designated checking/savings account (together, "EFT"), for this membership's Joining Fees and first month's Membership Dues on the date of my enrollment, and on a monthly basis thereafter for any and all amounts due and owing to Life Time Fitness, including my then-current month's Membership Dues, any outstanding portions of my Joining Fees or Membership Dues, any Experience Life fees, any fees for Life Time Fitness services or products, any late fees, any collection costs, and payments that I, anyone on this membership, or any guests under this membership owe for the submission of invalid payment instruments." Since Mr [redacted] did not pay in cash before the 1st of each month as he promised, the billing issues began and his frustration was taken out on the employees of Life Time FitnessI have included Mr [redacted] 's General Terms Agreement for reference Upon reviewing Mr [redacted] 's membership, Life Time Fitness canceled his membership at the end of April due to non-payment with a balance owed in the amount of $Life Time has documentation that Mr [redacted] verbally abused multiple Life Time team members, and therefore Life Time has involuntary terminated Mr [redacted] 's membership for breaking the member code of conductLife Time also removed the balance owed, and Mr [redacted] will never be allowed to rejoin a Life Time locationLife Time will also cease and desist all communication with Mr [redacted] If I may be of additional assistance, please feel free to contact me Sincerely, [redacted] Member Relations [email protected] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was contacted by Life Time Fitness on February 2nd while I was at work with customers in my vehicleWhen I received this call I was shocked and notified the person on the phone that I was at work and unable to speak The person on the phone asked me if I had a different card since they were unable to debit the card they hadI again told the person on the phone that they did not have my authorization to charge any card and since they kept disregarding my agreement with the General Manager that I would be canceling my services effective immediately The person on the phone told me that I couldn't cancel over the phone and attempted to forward me to someone else but I was not able to speak with them because again I was at work when they called The person that I spoke to when I first visited Life Time Fitness ( [redacted] ) basically scammed meShe told me that I had no membership that I would just have an agreement to try out the services for days with a money back guarantee and that my card would only be kept on file but never charged I never received a copy of any cancellation policy or any membership agreement and therefore was not informed of my rights or my obligations to Life Time Fitness According to Mr [redacted] , I would have the right to choose the method of payment, and as I stated many time before that method would be cash and further that I did not authorize them to process my debit card Mr [redacted] is claiming that I verbally abused members, but he doesn't define what I supposedly saidI would like to have a statement from each member about what I said to them so that I can forward this information to my attorney Mr [redacted] also states that Life Time will cease and desist any and all communication to me, which I sincerely appreciate, however does not state whether or not he will be canceling the balance that they say I owe I would be infuriated if this account was sent to collections and I would do everything in my power including hiring an attorney to rectify this issue Based on the information from the Revdex.com, Life Time has at least complaints filed against them for similar issuesHad I known of Life Time's policies, I would have never agreed to any trialperiod I want something in writing confirming that any balance or any obligation owed will be canceled immediately without any adverse affect on my creditI canceled my arrangement with Life Time Fitness in February P.SI also received an email from Life Time Fitness on May 1st stating that my balance was $and they wanted to get my services back on track! Final Business Response / [redacted] (4000, 9, 2015/05/20) */ 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, May 14, containing a reply by Mr [redacted] regarding the billing and past due balance of his Life Time membership, as described in the first response to this matter On behalf of Life Time Fitness, I thank Mr [redacted] for another opportunity to address his concerns and apologize that the cancellation process did not meet Mr [redacted] 's 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 Based on Mr [redacted] 's response, he seemed to have missed what I stated we were doing in regards to his membership balance owed, so I include that in the response againOnce again, upon reviewing Mr [redacted] 's membership, Life Time Fitness canceled his membership at the end of April due to non-payment with a balance owed in the amount of $Life Time has documentation that Mr [redacted] verbally abused multiple Life Time employees, and therefore Life Time has involuntary terminated Mr [redacted] 's membership for breaking the member code of conductAt this time, Life Time will not be releasing any statements from any of our employees that he verbally abused, as it is not necessaryMr [redacted] is aware of how he addressed themLife Time also removed the balance owed, and Mr [redacted] will not be allowed to rejoin a Life Time locationAgain, there are no further offers to allow Mr [redacted] to rejoin as a member with Life TimeLastly, Life Time will also cease and desist all communication with 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, [redacted] Member Relations [email protected]

Mr [redacted] may reach out to our Member Relations Team at ###-###-#### to assist further with any sort of balance reductions Life Time requires a day advance written notice to place the membership on hold, as well as we do not bill monthly dues based upon usage Life Time has no record of Mr [redacted] providing a proper day downgrade notice to place his membership on hold.In health,Dustin O.Member Relations

The most recent incident occurred on July 23rd in which a female Life Time employee stated Ms [redacted] made derogatory sexual comments to her about her appearance Ms [redacted] has also had previous warnings regarding her verbal communication and behaviors towards Life Time employees and members Ms [redacted] may contact Kesha should she has further questions regarding the involuntary termination

Initial Business Response / [redacted] (1000, 5, 2015/05/12) */ Mr. [redacted] RevDex.com of Minnesota and North Dakota 2706 Gannon Road Saint Paul, MN 55116 Re: Mr. [redacted] Case # [redacted] Dear Mr. [redacted] , I received your email dated Monday, May 4, 2015 containing a complaint... filed with your office by Mr. [redacted] regarding the billing of his son's Life Time membership. 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 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. If Mr. [redacted] can please provide me the name of his son, I would be happy to look into this issue further. Unfortunately with the information provided in the initial complaint, I was unable to locate a membership for his son. I look forward to Mr. [redacted] 's reply so we can address the issue further. Sincerely, [redacted] Member Relations [email protected] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please see their response above ... how can they not "find" my son's name? (It is [redacted] ) They charged my debit card for his membership! They are simply stalling. His membership was at the West County (St. Louis MO) facility. Final Business Response / [redacted] (4000, 9, 2015/05/14) */ Mr. [redacted] RevDex.com of Minnesota and North Dakota 2706 Gannon Road Saint Paul, MN 55116 Re: Mr. [redacted] Case # [redacted] Dear Mr. [redacted] , I received your email dated Monday, May 14, 2015 containing a complaint filed with your office by Mr. [redacted] regarding the billing of his son's Life Time membership. We appreciate Mr. [redacted] providing me his son's name so that we could address his concerns immediately. By way of background, Life Time Fitness' General Terms Agreement states in the MEMBERSHIP FEES PAYMENT, STATUS CHANGES AND REFUND AUTHORIZATION section: "I authorize Life Time Fitness or its agents on its behalf to, depending on my method chosen, automatically and without notice charge my designated credit/debit card or draft from my designated checking/savings account (together, "EFT"), for this membership's Joining Fees and first month's Membership Dues on the date of my enrollment, and on a monthly basis thereafter for any and all amounts due and owing to Life Time Fitness, including my then-current month's Membership Dues, any outstanding portions of my Joining Fees or Membership Dues, any Experience Life fees, any fees for Life Time Fitness services or products, any late fees, any collection costs, and payments that I, anyone on this membership, or any guests under this membership owe for the submission of invalid payment instruments." I have included Mr. [redacted] 's General Terms Agreement for reference. The General Terms Agreement also 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. Additionally, the General Terms Agreement states that all cancellation requires written termination notice, which requires a 30 day advance written notice to terminate (e.g., written notice received by Life Time Fitness on January 15, will terminate on the membership effective February 14). Life Time Fitness respects that there are countless situations which pose special circumstances to our members across the country and may require a member to cancel their membership. As such, in the spirit of delivering best-in-class facilities, amenities and programming, we have implemented consistent membership guidelines to provide a uniform member experience. Upon reviewing Mr. [redacted] 's membership, Mr. [redacted] provided Life Time Fitness a proper cancellation request on March 31, 2015. The membership then terminated on April 30, 2015, per the cancellation policy outlined above and agreed upon in the General Terms Agreement. Unfortunately, Life Time respectfully declines a refund for April's monthly dues. We apologize for any frustration this has caused. Above all, we thank Mr. [redacted] and his son for their patronage and allowing Life Time Fitness the opportunity to respond to his concerns. To this end, we trust that this matter will be considered closed by your office. If I may be of additional assistance, please feel free to contact me. Sincerely, [redacted] Member Relations [email protected]

Initial Business Response / [redacted] (1000, 10, 2015/07/17) */ Mr [redacted] Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Ms [redacted] Case # [redacted] Dear Mr [redacted] , I received the complaint dated Wednesday, July 8, containing a complaint filed with your office by Ms [redacted] regarding the billing and balance collected from her Life Time membership By way of background, Life Time Fitness' General Terms Agreement states that a member may terminate the membership for any reason by giving advance written 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 Ms***'s General Terms Agreement for reference 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 days of October on October 1.) Additionally, the General Terms Agreement states in the MEMBERSHIP FEES PAYMENT, STATUS CHANGES AND REFUND AUTHORIZATION section: "I authorize Life Time Fitness or its agents on its behalf to, depending on my method chosen, automatically and without notice charge my designated credit/debit card or draft from my designated checking/savings account (together, "EFT"), for this membership's Joining Fees and first month's Membership Dues on the date of my enrollment, and on a monthly basis thereafter for any and all amounts due and owing to Life Time Fitness, including my then-current month's Membership Dues, any outstanding portions of my Joining Fees or Membership Dues, any Experience Life fees, any fees for Life Time Fitness services or products, any late fees, any collection costs, and payments that I, anyone on this membership, or any guests under this membership owe for the submission of invalid payment instruments." Upon reviewing Ms***'s membership, Life Time Fitness never received a proper written cancellation requestLife Time collected $for the past due balance from March, April, and May on June 12, As a member services gesture Life Time refunded half of the balance collected on June 12, 2015, in the amount of $Additionally Life Time also accepted an immediate cancellation on that date, and no further billing occurredThe balance that was collected on June 12, was valid for past dues owed to Life TimeUnfortunately Life Time respectfully declines any additional refund for monthly dues, as the past due balance was owed to Life Time per the General Term of Ms***'s membership Above all, we thank Ms [redacted] for her prior patronage and allowing Life Time the opportunity to respond to his concernsIf I may be of additional assistance, please feel free to contact me Sincerely, Dustin O Member Relations [email protected] Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is not my fault that Lifetime did not give me any written documentation of my cancellationI assumed that I wouldn't have any problems because of the lifetime reputationAlso, I specifically stated to a customer service rep to NOT charge my account! Bottom line this was an UNAUTHORIZED transactionIf I do not get a refund I will contact an attorney Final Business Response / [redacted] (4000, 14, 2015/07/28) */ Mr [redacted] Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Ms [redacted] Case # [redacted] Dear Mr [redacted] , I received your email dated Monday, May 4, containing a reply by Ms [redacted] regarding Life Time Fitness' cancellation process and balance collected as described in the response to the Revdex.com On behalf of Life Time Fitness, I thank Ms [redacted] for another opportunity to address her concerns and apologize that the cancellation process did not meet Ms***'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 locationsTherefore, a member must provide a written notice to cancel as outlined in the previous response While it is never our intent to fall short of our member's expectations, I regret that we are unable to refund the remaining membership dues which were owed and collectedAgain Life Time never received a proper cancellation request, and therefore the entire balance remained outstanding until it was collected on June 12, I apologize for any misunderstanding or confusion surrounding the cancellation process with Life Time Fitness I thank Ms [redacted] for the opportunity respond to his 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]

Initial Business Response / [redacted] (1000, 5, 2015/06/12) */ Mr [redacted] Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Ms [redacted] Case # [redacted] Dear Mr [redacted] , I received your email dated Wednesday, May 3, containing a complaint filed with your office by Ms [redacted] regarding the cancellation of her membership with Life Time By way of background, Life Time has long been committed to the notion of requiring no long-term membership obligationsWe believe in earning each member's business through a continued commitment to deliver an unparalleled experience and valueIn keeping with this philosophy, our membership change process has been structured to provide members with a monthly membership change opportunity to the Standard Flex "hold" membership rather than canceling As standard operating procedure, Life Time requires written notice by the fifth of the month in order for a change to be effective on the last day of the current month (e.g., written notice received by Life Time between November and December 5, will be effective January 1)On December 5, 2010, Life Time received a request to place Ms [redacted] 's membership on holdMs [redacted] 's membership was placed on Standard Flex hold effective January 1, I truly regret if there was any misunderstandingWith that said to be fair and consistent with the service delivered to our members, we have implemented consistent membership guidelines to provide a uniform experienceAs such, I must respectfully decline Ms [redacted] 's request to refund the four years of the Standard Flex hold membership dues paid to Life Time Ms [redacted] 's membership was canceled on June 2, 2015, and is pending termination for June 30, There will be no further attempts to collect any further duesWhen Ms [redacted] visited the club on June 2, 2015, she stated to the Life Time employee that she canceled the membership sometime last year by dropping off a letter since the Aquatics Department would not return her call to schedule her children lessons in AugustMs [redacted] also stated she did not know who she spoke with when dropping off the letter or when she dropped off the letterWhile I recognize that Ms [redacted] may not agree with this decision, I do hope that she understands it has been made out of fairness to all Life Time members Above all, we thank Ms [redacted] for allowing Life Time the opportunity to provide a response to his concernsTo 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]

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 12, containing a response 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, here is what was specifically told to Mr [redacted] by the Sales Manager, Daniel *** “I let him know the dates of using his Life Time Health hold membership were to be used for Run Club, which is a program we offer to all members on Life Time Health hold since the program is facilitated outside of the Life Time club I did not inform him of free range and in fact mentioned that if he wanted to use it anymore outside of that he needed to remain active.” Again this information has also been explained to Mr [redacted] by the Member Services Manager, Tina [redacted] .I apologize for any confusion regarding the membership options available Again, Mr [redacted] reach out to me at ###-###-#### with any further questions 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 convenienceSincerely,Dustin O.Member [email protected]

Initial Business Response / [redacted] (1000, 5, 2015/07/17) */ Mr [redacted] Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Ms [redacted] Case # [redacted] Dear Mr [redacted] , I received the complaint dated Thursday, July 9, containing a complaint filed with your office by Ms [redacted] regarding the balance owed on her membership at Life TimeWe 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 noticeAdvance 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 membershipWe 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 email Additionally, the General Terms Agreement states that all cancellation and downgrade requests require advance written noticeMembers maintain an active membership and pay for 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 notesLife Time does have documentation of speaking with Ms [redacted] on March 23, when Life Time reached out to Ms [redacted] about the past due balance owed for March membership duesHowever, Ms [redacted] never inquiry about placing the membership on hold at that time, nor questioned the amount past dueOnly recently, on July 7, 2015, did Ms [redacted] contact our Member Relations collection department regarding the balance owed for June and JulyThe local Algonquin club has assisted Ms [redacted] in removing the full balance owed in the amount of $459.50, and waived the 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 collectedAbove all, we thank Ms [redacted] for her prior patronage and allowing Life Time the opportunity to respond to his concernsIf I may be of additional assistance, please feel free to contact me Sincerely, Dustin O Member Relations [email protected]

Initial Business Response / [redacted] (1000, 5, 2016/02/05) */ 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 Thursday, January 28, containing a complaint filed with your office by Mr [redacted] regarding the attempts to cancel his Life Time Membership, and the current balance 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 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 a copy of the original General Terms 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***'s membership, Mr [redacted] has yet to provide Life Time Fitness a proper cancellation requestLife Time has no record of Mr [redacted] visiting the Target Center club on September 29, 2015, or any other check-ins at the club in September to complete a proper cancellation requestAt that time, the membership is now suspended due to non-payment of monthly dues owedWe ask that Mr [redacted] please submits a proper cancellation request if he no longer wishes to continue the membershipAlso, Mr [redacted] has placed a stop payment via his bank account so Life Time has not been able to collect the $owed for November, December, and JanuaryThere are three ways Mr [redacted] can pay his balance and they are as follows: in person at any Life Time Fitness facility, or, mailing in payment to the Target Center Life Time Fitness, 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 Life Time respectfully declines to remove the past due balance owed without record of receiving a proper cancellation request at this timeLastly, if Mr [redacted] wishes to continue membership at this time, Life Time is offering to waive the full balance owed, with payment of prorated dues for February membership dues and an updated form of payment on file for Mr***'s membership 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 Business Response / [redacted] (1000, 5, 2015/04/28) */ 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, April 22, containing a complaint filed with your office by Mr [redacted] regarding the cancellation of his membership with Life Time By way of background, Life Time has long been committed to the notion of requiring no long-term membership obligationsWe believe in earning each member's business through a continued commitment to deliver an unparalleled experience and valueIn keeping with this philosophy, our membership change process has been structured to provide members with a monthly membership change opportunity to the Standard Flex "hold" membership rather than canceling As standard operating procedure, 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)On June 4, 2012, Mr [redacted] signed the Life Time Standard Flex Agreement to place his membership on Standard Flex effective August 1, 2012, rather than canceling his membershipI have included a copy of the Standard Flex Agreement signed on June 4, for reference Life Time takes several steps to ensure the membership change is communicated with our membersOn June 4, Mr [redacted] received an email at [redacted] @gmail.com regarding the change to his membership with Life TimeIt is standard operating procedure to inform members of the information in person as well I truly regret if there was any issue with the delivery of the messages, and with that said Life Time respects that there are countless conditions which pose special circumstances to our members across the countryTo be fair and consistent with the service delivered to our members, we have implemented consistent membership guidelines to provide a uniform experienceAs such, I must respectfully decline Mr***' request to refund the months of the Standard Flex membership dues paid to Life Time As a member service gesture, I will apply a credit to Mr***' membership for the current month of April, and credit May's dues so that Mr [redacted] does not receive any further delinquent communication or billing from Life Time FitnessI have included a copy of Mr***' Termination Agreement as well for reference While I recognize that Mr [redacted] may not agree with this decision, I do hope that he understands it has been made out of fairness to all Life Time membersAbove all, we thank Mr [redacted] for allowing Life Time the opportunity to provide a response to his concernsTo 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, [redacted] Member Relations [email protected]