LA Fitness- Sorrento Valley/Mira Mesa, CA Complaint - Management / Membership Cancellation
SORRENTO VALLEY/MIRA MESA, CALIFORNIA -- About a month ago I became aware that I had become a victim of fraud. I have this credit card that I rarely use so I don’t check my statement periodically. When I did check it, I saw a continuing charge for a membership to LA fitness. I had never set foot at that gym and decided to go find out why they were charging my credit card. I went in and asked to speak to someone regarding this matter; they referred me to Joe whom I believe is one of the managers (please read LA FitnessUX's review about Joe). When a talked to him he explained to me that I had opened a membership with them a few months back. After I explained to him that I had never been to that gym before and that I wasn’t interested in joining a gym, he proceeded to say that he actually remembered the person who had signed me up. Turns out that one of my “friends” took my credit card signed himself and me up at the same time (signed me up so he could use my card) and a month later had cancelled my membership and had kept his active. I got charged an initiation fee, a month of my membership and 4 months of his membership, this totaled close to $300. My former friend using my credit card without my permission is beside the point in this issue, what irritated me the most is when I asked Joe how it was possible for someone to come in and use a credit card without being asked for an ID or a signature check?? All he said was that they just swipe the card--- I’m sure they do! All he cared about was getting a membership, didn’t bother to check if the credit card belonged to the person using it!! He said he would speak to his boss and get back to me the next day… when he didn’t get back to me I showed up at the gym only to find out he wasn't scheduled to work that day! I went back the following week, I asked for him, he came out and as soon as he saw me and without acknowledging me turned around to get his boss, Amy, operations manager. She was rude and unfriendly (just like Joe) and after explaining the situation to her she said she would email her boss about it. When she heard I was asking for a full refund she seemed surprised and said she would get back to me in 3 days. When she didn’t, I called in and when I couldn’t get a hold of her I went back to the gym. There, she told me that my request had been denied!! The explanation: it had been a few months since it had been opened (so what! The dilemma was that it hadn’t been ME that opened it!!) and that there was record of me swiping my membership card to get into the gym---- when I didn’t even have one!!! I asked for further review since obviously I had never approved any transaction, signed any papers nor received any membership pass! She then told me that my “boyfriend” must have used it—--my boyfriend??? Nice job making up stories about me! All this time I had been nothing but nice and understanding about the situation but when I saw how rude they were about it I started getting frustrated. I told her that the person who used my card without my consent was not my boyfriend and stressed that the matter did not involve for how long or who had used it but the fact that it was approved by them without my consent! Finally she said I would get a call from corporate the following week and that I could talk to them about it. When I asked for her name she gave me her first name only, when I asked for her last name she told me that was private information!! Since when is a manager’s last name private information?!??!?! I must keep stressing that I had been sooooo nice about this whole situation, i had waited patiently to get the matter resolved and in return all I got was horrible customer service—by two separate managers! Keeping my calm and after thanking her for her “help” I left the gym. I reeeeally lost my temper after I called her a few minutes later to get the name of the person who had signed “me” up in case it came in handy when corporate called me, Amy gave me the information and inappropriately asked me if the person that used my card was really my boyfriend!!!! Talk about asking private information!!! To me, this felt that they were trying to justify the usage of my credit card—that I gave permission for my “boyfriend” to sign me up so they would not get in trouble. I got furious and responded to her that “that was private information”! At that point I could care less what they thought. The following week I did get a call from corporate and a really nice guy took care of the situation, he fully refunded me without any hassle and said that the credit would show up in 5-7 business days. Well it’s been a little over that and still no credit, but at least he was polite. I have no intentions on filing a formal complaint about Amy since (despite everything) she did help in getting me help from corporate but as far as customer service goes… I completely agree with LA FitnessUX’s complaint about Joe. It was funny to find out someone else mentions him on this site and now I am adding Amy who will remain last name-less.