Life Time Fitness

Initial Business Response / [redacted] (1000, 5, 2015/10/23) */ 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 Thursday, October 15, containing a complaint filed with your office by Ms [redacted] regarding status of her Life Time Fitness membershipWe appreciate Ms [redacted] reaching out so that we could further address her concerns In response to Ms***'s concerns, Life Time Fitness 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 option to place the membership on a $monthly hold membership 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)I have attached a copy of Ms***'s agreement for reference Upon reviewing Ms***'s membership, Life Time has no record of a cancellation request received at this timeLife Time received a request to place Ms***'s membership on hold in July Also to clarify, Life Time has never charged a cancellation fee so I apologize for any misunderstanding that Ms [redacted] had regarding the terms of her membershipLife Time respectfully declines in processing a refund per our review of Ms***'s membershipAs a customer service gesture, Life Time will accept this written complaint as a written request to terminate Ms***'s membership with Life Time FitnessMs***'s membership will cancel effective November 30, per our standard cancellation policyMs [redacted] will receive a confirmation email of the termination agreement for her records at the email address [redacted] @msn.com Above all, we thank Ms [redacted] for her patronage and allowing Life Time Fitness the opportunity to respond to her concernsLife Time apologizes for any misunderstanding and frustration regarding the 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, 2015/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) RE: Also to clarify, Life Time has never charged a cancellation fee so I apologize for any misunderstanding that Ms [redacted] had regarding the terms of her membership When I spoke with someone on the day the membership was "placed on hold", I was told that I could either go into the office to cancel and pay a cancellation (or early termination) fee or I could pay the $amount over the next monthsThe $per month was cheaper than the cancellation fee so that is what I agreed uponI decided to contact the Revdex.com because there was no resolution over the phone and I was curious to see how many other people this has happened to and would appreciate a refundThe membership agreement is the legal document but I feel like the membership representatives should be held to the same standardsBy reading through other complaints regarding termination, it seems like there are multiple instances of "miscommunication"All I'm asking for is a refund of the money I paid out for this "misunderstanding" Final Business Response / [redacted] (4000, 9, 2015/11/02) */ 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 Friday, October 23, containing a response filed with your office by Ms [redacted] regarding status of her Life Time Fitness membership, and the refund being requested On behalf of Life Time Fitness, I thank Ms [redacted] for another opportunity to address her concerns and apologize that the membership terms and conditions 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 as 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 Ms***'s request to refund monthly dues collectedAs stated in the prior response, Ms***'s membership is canceling effective November 30, Ms [redacted] has been provided a confirmation email of the termination agreement for her records at the email address [redacted] @msn.com I thank Ms [redacted] for the opportunity respond to her 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, 2015/07/23) */ Mr [redacted] Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Miss [redacted] Case # [redacted] Dear Mr [redacted] , I received your email dated Thursday, July 16, containing a complaint filed with your office by Miss [redacted] regarding the Life Time Fitness cancellation process required to terminateWe appreciate Miss [redacted] reaching out so that we could further address her concerns In response to Miss [redacted] ' concerns, Life Time Fitness 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 option to place the membership on a hold membership called Life Time Health 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 Miss [redacted] ' agreement completed at the time of joining Upon reviewing Miss [redacted] ' membership, Life Time has no record of any cancellation prior to the cancellation letter received at the club and postmarked, July 13, Per the cancellation policy, Miss [redacted] membership is pending termination for August 12, Life Time originally received a request from Miss [redacted] on January 25, to downgrade the membership to our Life Time Health "hold" membershipI have attached the Life Time Health Agreement for reference On May 12, 2015, a Life Time team member contacted Miss [redacted] to update the payment form on Miss [redacted] membershipMiss [redacted] provided her updated billing information and made a payment of $for May duesLife Time explained to Miss [redacted] on that date the two options if she wished to terminate her membershipMiss [redacted] stated to the Life Time team member that she would send a certified letter to cancel, which Life Time did not receive until July 13, Life Time apologizes for any confusion, miscommunication, and frustration regarding the cancellation policy Above all, we thank Miss [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] Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/09/08) */ This case has been closed because LifeTime LIED to the Revdex.com, telling them that they cancelled my membership in JulyI just logged into the online portal of my credit card and was charged againPlease re-open this case as I REFUSE to continue paying for a gym membership that I have not gone to in monthsThey need to find someone who doesn't check any financial statementsI check everythingSorry Final Business Response / [redacted] (4000, 14, 2015/09/09) */ Mr [redacted] Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Miss [redacted] Case # [redacted] Dear Mr [redacted] , I received your email dated Tuesday, September 8, containing a complaint that has been re-opened with your office by Miss [redacted] regarding the Life Time Fitness cancellation request received and processedWe appreciate Miss [redacted] reaching again out so that we could further address her concerns Upon reviewing Miss [redacted] ' membership, Life Time has no record of any cancellation prior to the cancellation letter received at the club and postmarked, July 13, Per the cancellation policy, Miss [redacted] membership is pending termination for August 12, I have attached the Termination Agreement for reference On May 12, 2015, a Life Time team member contacted Miss [redacted] to update the payment form on Miss [redacted] membershipMiss [redacted] provided her updated billing information and made a payment of $for May duesLife Time explained to Miss [redacted] on that date the two options if she wished to terminate her membershipMiss [redacted] stated to the Life Time team member that she would send a certified letter to cancel, which Life Time did not receive until July 13, Ms [redacted] owed Life Time monthly dues for June, July, and prorated August, totaling $Life Time collected the delinquent monthly dues owed for June, July, and prorated August membership dues on August 28, Ms [redacted] membership has been terminated since August 12, 2015, and now has a zero balance owedLife Time apologizes for any confusion and frustration regarding the cancellation policy Above all, we thank Miss [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]

Initial Business Response / [redacted] (1000, 5, 2015/08/13) */ 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 Tuesday, August 11, containing a complaint filed with your office by Mr [redacted] regarding the attempt to cancel his Life Time Membership, and the continued billing 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 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) 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] ' membership, Mr [redacted] provided Life Time Fitness a proper cancellation request on November 25, I have attached the Termination Agreement that Mr [redacted] signed at the time of his cancellation request, and the final month of billing was December Based on Mr [redacted] 's complaint, it sounds as though he pays for another membership with Life Time Fitness based on a $charge on a monthly basisIf Mr [redacted] can provide me further details of whom he pays for, I can research the billing issue furtherAt this time, Life Time respectfully declines to refund the membership dues collectedWe apologize for the frustration this has caused 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 me Sincerely, Dustin Member Relations [email protected] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) This does not resolve my issueLife Time needs to research why this charge is happening and tell me of a specific membership they think is generating itI am aware of no such membership Final Business Response / [redacted] (4000, 9, 2015/08/17) */ 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 Thursday, August 13, 2015, containing a reply by Mr [redacted] regarding Life Time Fitness' cancellation process and billing issues 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 concernsI was able to research the last name " [redacted] " in our database, and happened to find a MsSammie [redacted] with the identical address as Mr [redacted] 's previous membership with Life TimeI was able to confirm that Mr [redacted] 's American Express is listed as the payer on MsSammie [redacted] 's membership, which appears to be his daughter's membershipI apologize for any confusion surrounding the billing for Ms [redacted] 's membershipFor reference, I have included the General Terms Agreement and Life Time Health Agreement that were completed in the past on Ms [redacted] 's membership Unfortunately, Life Time has no record of a prior cancellation for Ms [redacted] 's membershipLife Time would require either Mr [redacted] or Sammie to provide a proper cancellation request as outlined in my initial responseWhile it is never our intent to fall short of our member's expectations, I regret that we are unable to accommodate Mr [redacted] 's refund request 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: Im not interested in receiving anything from lifetime but a refundI will not go back there for personal trainingI can't understand why you won't just give me a refund for a service I have been deceived into paying for and have no interest in

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 Tuesday, March 8, containing a complaint filed with your office by Ms [redacted] regarding status of the Life Time Fitness membershipWe appreciate Ms [redacted] reaching out so that we could further address her concerns In response to Ms [redacted] 's concerns, Life Time Fitness has long set a standard in the health and fitness industry for the best facilities, programs, services, and valueIt is clear that we have fell short in meeting Ms [redacted] 's expectationsWe 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 $Life Time Health hold membership Upon reviewing Ms [redacted] 's membership, Life Time has no record of a cancellation request received at this timeHowever, Life Time has received a request to place Ms [redacted] 's membership on the Life Time Health holdFor reference, I have included the Life Time Health Agreement Ms [redacted] 's signed on February 13, 2016, which effectively placed Ms [redacted] 's membership on hold as of March 15, This change request was the only change request received by Life Time Fitness to dateLife Time respectfully declines in processing a refund per our review of Ms [redacted] 's membership As a customer service gesture, Life Time will accept Ms [redacted] 's written complaint as a written request to terminate Ms [redacted] 's membership with Life Time FitnessMs [redacted] 's membership will cancel effective April 7, per the terms and conditions of the membership cancellation policyMs [redacted] 's will receive a confirmation email of the Termination Agreement for her records at the email address [email protected], and I have also included a copy for reference Above all, we thank Ms [redacted] 's for allowing Life Time Fitness the opportunity to respond to his concernsLife Time apologizes for any frustration regarding the Life Time membershipTo 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]

Mr [redacted] Revdex.com of Minnesota and North DakotaGannon RoadSaint Paul, MN 55116Re: Mr [redacted] Complaint ID: [redacted] Dear Mr [redacted] ,I received your email dated Wednesday, April 13, containing a reply by Mr [redacted] regarding the cancellation process that Mr [redacted] was informed of when inquiring about initially canceling his membershipOn behalf of Life Time Fitness, I thank Mr [redacted] for another opportunity to address his concerns and apologize that the membership terms and conditions did not meet Mr [redacted] ’s expectations Again, Life Time Fitness respects that there are countless situations which pose special circumstances to our members across the country and as such, we have implemented consistent membership guidelines to provide a uniform member experience throughout our club locationsBy way of background, all new hires for our Member Services team members are required to complete training courses that properly educates them on the two options our members have to cancel the membership Based on Mr [redacted] ’s first complaint submitted, Mr [redacted] stated that he “I told the lady on the phone this was my notice of cancel and ended the conversation.” However, at the end of the conversation there was no confirmation by the “lady” on the phone that the membership was canceling in the future or canceled Additionally there are no notes of Mr [redacted] ’s attempt to cancel the membership in February via phone While it is never our intent to fall short of our member’s expectations, I regret that we are unable to accommodate Mr [redacted] ’s request to refund the monthly dues that have been collected per the terms and conditions of the original agreement I’m also sorry for the additional frustration this has caused As stated in the prior response, Mr [redacted] ’s membership is canceling as of April 30, 2016, and there will be no further attempts to collect any monthly dues Lastly, I thank Mr [redacted] for the opportunity respond to his concern and for all of his prior patronage to Life Time Fitness To this end, we trust that this matter will be considered closed by your office If I may be of additional assistance, please feel free to contact me.Sincerely, [redacted] Member [email protected]

Initial Business Response / [redacted] (1000, 7, 2015/10/30) */ 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 letter dated Thursday, October 22, containing a complaint filed with your office by Mrs [redacted] regarding her recent dues increase, and other concerns Our goal is always to deliver the unparalleled service, quality, and value for which Life Time Fitness is knownOn behalf of Life Time Fitness, I apologize for falling short of Mrs**'s expectations with regards to this situationWe will certainly address her concerns to the best of our ability Memberships are grandfathered into their pricing based on their join date, as well as their guest passesFor example, a member who joined in will have a better membership rate than a member joining the same club and membership level as someone joining in Mrs**'s membership set to increase from $to $per month as of November 1, New members are currently paying $per month if they were to join todayLife Time does honor our long time member's longevity, however all General Terms Agreements outline that membership fees are subject to changeI have attached a copy of Mr**'s Agreement for reference The General Manager, Ben, has honored to refund October's monthly dues, as well as covered the final month of November's monthly dues as a member services gestureThe refund and credits have already been applied to the membershipWe and are sorry to hear we are losing Mrand Mrs [redacted] as members To that end, we trust that this matter will be considered closed by your officeIf you have any questions, please feel free to contact me Sincerely, Dustin O Member Relations [email protected] Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/11/13) */ We never received the apology letter from the CEO that we requested Mr [redacted] agreed to refund us for his wrong doing and cancel our membership without additional cost, but he asked if we could remove all the bad reviews we made, where we spoke the true of our situationMr [redacted] started harassing my husband over the phone to remove our reviews from Google, and Yelp which I think confirms the misleading behavior this company follows in their way of doing business Final Business Response / [redacted] (4000, 16, 2015/11/17) */ 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 Friday, November 13, containing a response filed with your office by Mrs [redacted] regarding the recent dues increase While it is never our intent to fall short of our members expectations, I regret that we are unable to accommodate Mrand Mrs [redacted] with locking their dues rate at this timeAgain, it is Life Time's sincere apology for any misleading or misunderstanding of the terms and conditions of the membership pricingWe are disappointed to see Mrand Mrs [redacted] discontinue their membership after so many years of membership Most importantly, we thank Mrand Mrs [redacted] for their patronage over the many yearsTo that end, we trust that this matter will be considered closed by your officeIf you have any questions, please feel free to contact me Sincerely, Dustin O Member Relations [email protected]

I am rejecting this response because: The exposed wires have not been fixed yetAttached, please see the picturesIt is documentedIt is not just a verbal statement.I can not understand why they do not simply fix an old reported defect in their equipmentThis is called ignorance, and not due diligenceI have been charged extra for joining fee while joining fee is zeroI want refund for that.Any other company offers some credit and free months membership for the similar inconveniences they have causedIt is very unsatisfactory

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 me.I appreciate that LifeTime Fitness has fixed the issue I hadIn the future, I would suggest they have clearer information posted regarding the details to obtain the LT Bucks and communicate with the Lasik Plus personnel more effectively to indicate the stipulations to clients.- [redacted]

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

Mr [redacted] Revdex.com of Minnesota and North Dakota Gannon Road Saint Paul, MN Re: Ms [redacted] Complaint ID #: [redacted] Dear Mr [redacted] , I received the complaint dated Monday, April 4, containing a complaint filed with your office by Ms [redacted] regarding the day cancellation of his Life Time membershipUpon reviewing Ms***’s membership, Life Time’s Member Relations Manager, ***, spoke with Ms [redacted] on April 4, and then proceeded to reach out to the local club to address the issue further [redacted] had to research the issue further as Ms [redacted] had been a prior member in the past, which means that Ms [redacted] would not qualify for a money back cancellation On April 5, 2016, Life Time processed a day money back refund in the amount of $after [redacted] and the local club came to an agreement to resolve the issue Ms [redacted] can expect the refund to post back to her bank account within 3-business days from the date it was processedWe apologize for any misleading information Ms [redacted] was promised at the time of starting his membership, and the frustration with resolving this issue We hope that Ms [redacted] will rejoin at Life Time sometime in the futureAbove all, we thank Ms [redacted] 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, [redacted] OMember Relations [email protected]

Revdex.com of Minnesota and North Dakota Mr [redacted] Gannon Road Saint Paul, MN Re: Ms [redacted] Complaint ID [redacted] Dear Mr [redacted] , I received your email dated Wednesday, June 1, containing a complaint filed with your office by Ms [redacted] regarding the billing for TEAM Weight Loss recurrent classI thank Ms [redacted] for the opportunity to respond to her complaintUpon review Ms [redacted] ’s complaint, I did speak with Ms [redacted] personally on May 25, in regards to her concerns about the billing for the TEAM class I explained to Ms [redacted] that I would need to research the billing issue further, and that the Personal Training Manager, Group Training Coordinator or I would follow up with her about her concerns I reached out to the club to research the issue further and was explained, “Ms [redacted] called the club on May 2nd to cancel her TEAM contractBrooke, the Group Training Coordinator talked to Ms [redacted] directlyMs [redacted] was given the option to finish her sessions in TEAM Weight Loss or go into TEAM Fitness class with her cousin because she did not give days’ notice to cancel her team paymentMs [redacted] decided not to take advantage of either option.” I apologize for any confusion or miscommunication regarding the personal training product I did personally speak with Ms [redacted] on June 1, and apologized that she received another call from the club on May 26th in which Ashley explained a refund was not owed I also reminded her that in our first conversation, I told her I would be researching out to club to further research her concerns, and someone would follow up with herMs [redacted] was upset that I could not personally issue her the refund without the club’s authorizationTo conclude, I explained Life Time is not able to issue a refund per the notice required to cancel the TEAM class Again, we apologize for the misunderstanding regarding the cancellation policy for the TEAM class To this end I trust that this matter will be considered closed by your office If you have any further questions you may contact me at your convenience Regards, Dustin OMember Relations [email protected]

I am rejecting this response because: Lifetime fitness states "Ms [redacted] paid $to resume the membership in good standing" Perhaps there was some miscommunication at that time however, there is no reason that I would have knowingly resumed a membership that could not be used in the futureIt was my understanding that the discount was given because my son had already moved to PA and had not been using the membership and would not be able to in the futureLifetime Fitness should be happy that they were paid any amount for a membership that could not be used instead of complaining that they received a discounted amount.Lifetime Fitness is clearly admitting that they knew back in October that Zachary had moved more than miles from their service area (over miles)They are also clearly saying that they knew he wished to cancelThe health club was notified again that we were under the assumption that the membership had ended when payment to them was rejected the first timeFollowing this rejection of payments I started to receive marketing calls to reinstate the membershipLifetime fitness did not send a bill or attempt to collect again until I asked to be removed from their calling listLifetime fitness never let me know when I spoke to them that I could cancel in writing, only that I could come in person to cancel.I'm sorry that Lifetime fitness is obviously in such financial duress that they feel they need to collect for a contract that has ended, from a consumer that can no longer use their services but I am not in a position to waste my money on this.The right thing for Lifetime Fitness to do is to honor the fact that they have already received money past the monthly contract term and to end this,If they don't, then I hope this serves a warning to anyone who is considering securing a membership with them[redacted] ***

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, March 8, containing a complaint filed with your office by Mr [redacted] regarding the Life Time membership and the outstanding balanceWe appreciate Mr [redacted] 's outreach, and regret that the military freeze did not meet his expectations Life Time Fitness assisted in removing the entire past due balance on March 5, in the amount of $364.69, and canceled the membership immediatelyWe apologize that the membership change from medical freeze to an active membership did not go smoothlyMr [redacted] 's name is in good standing and there will be no further outreach regarding the prior membership To 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 [email protected] Life Time Fitness, Inc

Ms [redacted] Revdex.com of Minnesota and North DakotaGannon RoadSaint Paul, MN Re: Mr [redacted] ***Complaint ID# [redacted] Dear Ms [redacted] ,I received the complaint dated October 11, containing a complaint filed with your office by Mr [redacted] regarding the balance owed on his membership, and the cancellation policy at Life Time We 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 notice Advance written notice is described as submitting a request at a Life Time Fitness center, or by sending a written termination request certified mail return receipt requested stating that the member wishes to downgrade or terminate their membership We believe that it is in the best interest of our members to have a receipt of cancellation to prevent any possible miscommunication Life Time does not accept cancellations via phone, fax or email.Additionally, the General Terms Agreement states that all cancellation and downgrade requests require advance written notice Members maintain an active membership and pay for 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***’s General Terms Agreement for referenceUpon reviewing Mr***’s membership, Life Time Fitness has resolved this issue with Mr [redacted] on October 13, The membership has been terminated and the entire balance owed for $has been removed as a member service gesture Above all, we thank Mr [redacted] for his patronage and allowing Life Time the opportunity to respond to his concerns We are sorry the membership did not work out for Mr*** If I may be of additional assistance, please feel free to contact meSincerely, Dustin O.Member [email protected]

Mr [redacted] Revdex.com of Minnesota and North DakotaGannon RoadSaint Paul, MN 55116Re: Mr [redacted] ***Complaint ID: [redacted] Dear Mr [redacted] ,I received your email dated Tuesday, April 19, containing a complaint filed with your office by Mr [redacted] Purse regarding the Personal Training services at Life Time, and the lack of follow through on behalf of the trainer We appreciate Mr [redacted] submitting his complaint so that we could further address his concerns.By way of background, Life Time Fitness does not refund Personal Training sessions after their first session purchased in the package is utilizedThe cancellation and refund policy states that members may obtain a refund of the amount they paid if the written notice of cancellation is received within business days of the date they signed, or at any time before the first session is serviced Once the first session has been serviced, they may cancel at any time; however, all payments made prior to cancelling are nonrefundableTherefore, Life Time respectfully declines to process any refunds Additionally, I have also reached out to the management team at the Lenexa Life Time to address the issue further If Mr [redacted] wishes to complete the final training session, Life Time will honor Mr [redacted] to schedule and complete the session Mr [redacted] will need to reach out to [redacted] at (***) ***- [redacted] to schedule his training session [redacted] has also reached out to Mr [redacted] via email to try and coordinate a time to meet.Above all, we thank MrPurse for his prior patronage and allowing Life Time the opportunity to respond to his concerns To this end, we trust that this matter will be considered closed by your office If I may be of additional assistance, please feel free to contact meSincerely, [redacted] *.Life Time FitnessMember [email protected]

Initial Business Response / [redacted] (1000, 5, 2016/02/26) */ 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 Friday, February 19, containing a complaint filed with your office by Ms [redacted] regarding the cancellation policy and status of the Life Time Fitness membershipWe appreciate Ms [redacted] reaching out so that we could further address her concerns In response to Ms [redacted] 's concerns, Life Time Fitness 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 option to place the membership on a $monthly hold membership 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)I have attached a copy of Ms [redacted] 's General Terms Agreement for reference Upon reviewing Ms [redacted] 's membership, Life Time has no record of a cancellation request received at this timeHowever, Life Time received a request to place Ms [redacted] 's membership on Life Time Health hold effectively as of April 1, per the signed Life Time Health Agreement signed on February 18, I have included a copy of Ms [redacted] 's Life Time Health Agreement for referenceLife Time respectfully declines in processing a refund per our review of Ms [redacted] 's membership Above all, we thank Ms [redacted] for allowing Life Time Fitness the opportunity to respond to her concernsLife Time apologizes for any frustration regarding the Life Time membershipTo 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, 2016/02/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) My complaint is that I was ill and could not come in to cancel my membership for nearly monthsI want a refund of the months I didn't use the clubI was finally able to cancel it last weekPlease refund my membership fees for the last months [redacted] Final Business Response / [redacted] (4000, 9, 2016/03/03) */ 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, February 29, containing a complaint filed with your office by Ms [redacted] regarding the cancellation policy and status of the Life Time Fitness membership as described in the response to the Revdex.com regarding the first response to this matter Unfortunately without having a prior cancellation request, medical freeze, or Life Time Health hold request submitted on the membership, Life Time Fitness is not to honor a refundWhile it is never our intent to fall short of our member's expectations, I regret that we are unable to accommodate Ms [redacted] 's refund request Also after reviewing Ms [redacted] 's membership once again as of March 3, 2016, Life Time has no record of a cancellation request received at this timeHowever, Life Time received a request to place Ms [redacted] 's membership on Life Time Health hold effectively as of April 1, per the signed Life Time Health Agreement signed on February 18, This was also as stated in the previous response to the initial complaint 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 miscommunicationWe suggest that Ms [redacted] takes the appropriate action to properly terminate the membership Above all, we thank Ms [redacted] for allowing Life Time Fitness the opportunity to respond to her concernsLife Time apologizes for any frustration regarding the Life Time membershipTo 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]