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Customer should have written proof of what sales guy promises them
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

EAST NORRITON, NEW JERSEY -- I wanted to share my experience with LA Fitness to ensure that not just LA fitness is aware of their business and their sales people, but to also forewarn others who may ever come across a similar situation as mine. This may be a lengthy note, but I want to ensure all details are provided for anyone who may come across something similar.

To start I want to highlight that LA Fitness is a good gym, and depending on which branch you visit, their machines are easy to use and up to date. Also they offer a lot of exciting fitness classes from Zumba to Yoga to body conditioning, all of which are the reason why I decided to sign up with a LA Fitness membership. And from here, this is where it goes downhill.

At the branch I went to, I spoke to their sales person who went on about a “special” that was happening when you sign up a new person and if I signed up another person with me, it would be even cheaper. I went with my friend, so the sales guy was desperately trying to sign us both up, though only I was genuinely interested. After ranting about this “special” for a good 20 minutes, only I decided to sign up and my total cost for signing up was about $160 (100$ for the initiation fee, and 60$ for the first and last month's pay). That is not a special going on as that is what the normal cost at LA Fitness.

The reason why I stress “special” is because the [Sleazy] sales guy says "If you do the 3 day trial, you won't get the “special”." So I thought a special is a good deal, so I signed up and paid the 160$ upfront later to find out online that it is just a normal price and I could have gone with a three day trial first. I pushed for the 3 day trial but he kept saying I'd miss the deal and that I could cancel my membership in 3 days even if I signed up and paid now. I figured okay I can cancel it so why not, just pay now and it will be like a three day trial.

I want to stress to fellow customers that despite whatever the sales guy is saying about a good deal or not, always do the trial because this is why I got stuck in the following situation. After confirming with him countless of times that if I do not like the gym within the first 3 days I can cancel and still get my full refund. He confirmed that many times when I asked because I wasn't doing a free 3 day trial; I had paid the full 160$. I tried the gym for two days and didn't really like it since many of the weight machines always had A LOT of weights on it that I would have to move them since the person before me wouldn't put them back.

So I sent the sales guy a text stating the following, “Hi **, I won't get a chance to speak to you as I have a meeting for the next few hours. After trying the gym and speaking to my friend, I would prefer to cancel my membership and get a refund since I won't have time this weekend and want to make sure I meet the three day limit. I need more time to think it over and would appreciate your help with this.”

The sales guy sends the following text back to me stating “No worries. I just spoke to my VP and he mentioned he would extend and put a freeze on the account to verify the family deal. You don't need the 3 day limit. I just confirmed with him right now.” I wanted to include these texts verbatim to stress how important it is for any customer to get these kinds of things in writing whether on paper or text.

After he sent that text I again confirmed with him that I would get a refund if I cancelled after the 3 day limit and he confirmed I would. So I had time to think it through and see if anyone else would like to join with me and after a week I had decided, I will cancel my membership and try a different gym instead. I call the sales guy up and tell him I want to cancel my membership. He is not professional at all, by mumbling, “Hey, it's fine. You want the money on your credit card?” And I say "Yes that is fine." He lets me know it will be a few days and I'll get the refund.

That's the last time I spoke with him because I followed up after 2 weeks via text telling him I haven't seen any refund on my credit card. 3 hours after sending him that text I get an email confirming my cancellation, but shows I got NO refund. I call him many times and text him and he does not respond to me at all. I then call member services and explain my situation to them and they tell me to talk to the General manager since the sales people cannot authorize any refunds on their end.

Complete lack of communication on the sales guys' end who did not tell me the right way to cancel my account because according to LA Fitness's policy, you can only cancel two ways and that is calling into member services or going in person to the branch (and both ways need to be within 3 Days of opening your membership according to LA fitness policy). And on top of that completing ignored my calls. Had I known this, I obviously would've called the GM or member services directly. So after member services hears my WHOLE story, they advise I call the GM.

The next day I call him and explain the situation. He says he will process the refund and that it will only take 5–7 days. I had also explained his sales guy said I could get a refund even though I am WAY over the 3 days limit at this point, since LA Fitness lacks complete communication even when the customer is the one reaching out.

The way I felt here is that LA Fitness just wants a person to sign up so they get “credit” for it and then completely do not care once they are a “part” of the gym and definitely do not care if there is some problem. This is where I'd advise they pay close attention because my 600 friends on Facebook and twitter followers are all aware of how annoyed I was going through this process and many of them decided not to join LA fitness (This was around New Years time). Continuing on because this experience gets worse and want to make sure I stress the next part very much because if I didn't have those texts, I would've lost my refund.

So after 5-7 days, actually 2 weeks, I call the GM to tell him I still do not see anything on my card for the refund. He informs me the refund is just sitting there and it has not been processed and says I can call member services to expedite the process.

So once again, I call up member services, have to explain the whole situation again and talk through the texts the sales guy sent and argue that I was told I would still get a refund after three days, and he says “our policy and contract that you sign states in BOLD you are only eligible to cancel and receive a full refund within the first three days of signing up”. Extremely frustrated I state the sales guy said not to worry about the 3 days. This went on back and forth and he says, “If you have proof of that, then we can issue a DOM action”.

Customer beware: LA Fitness will not believe their customers, so I suggest you get everything they tell you in writing. They will screw you over. I told him I have texts from the sales guy that state that and read him the texts. ONLY then did the member services consultant believe me and said he would speak to the GM at my branch and tell them to issue the refund.

After 2 months of this, I finally got my refund back, but honestly, no customer should have to monitor their account to make sure they have received a refund nor tell a business a deal that was told by their employee and me be questioned about it. It shows me the sales guy and the GM at my branch do not know LA Fitness' policy nor comprehend the importance of customer satisfaction despite this whole scenario.

What was even more frustrating is that there is a mentality of “customer is NEVER right” when I was explaining my situation to member services. Instead of arguing with me, you should be focusing on the lies your sales people will say to get someone to sign up with them. Are they that desperate to get someone to officially sign up that they will lie about it? And then on top of that when you cancel, they don't cancel until YOU have to follow up with them?! I'm not your boss that needs to follow up on whether or not you're job.

According to LA fitness policy they shouldn't make promises like that, but the big lesson here is NEVER NEVER believe the sleazy sales guy unless you have it in writing somewhere, because they will not only not ask their own employees, but will not believe you when you tell them that is what he/she said. I was then told to tell the GM in person with the sales guy being present that I was unhappy with the service and that this shouldn't happen to anyone else. Again, it is not my responsibility to train your employees on what is ethical in customer engagement. I was ONLY issued a refund because I had texts to prove that the sales guy said “the three days don't matter”.

According to your policy what the sales guy told me was a lie and I would've been screwed had I not texted him confirming his “false promises”. This took hours to resolve and as a working professional I don't have time to deal with this, so I will probably never recommend LA Fitness despite how good they are solely based on the fact that LA Fitness does not care about their members and though they may say they do, their actions definitely spoke louder than their words in my case. Hope this helps anyone else that is looking to join or switch a gym. Customer BEWARE.

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LA Fitness Personal Training Membership is a Scam
By -

BELLEVUE, WA, WASHINGTON -- I enrolled for a membership for LA Fitness Bellevue, WA a month ago and a training manager approached me and offered me a free training. After he finished the free training he offered me a paid training showing me one sheet of paper including information on different number of trainings per month with different pricing. When I asked him if I can try and cancel it after a month, he told me that I can definitely do that.

Since I enrolled for LA Fitness membership also as a month to month thinking that I can try for a month and I can cancel if I don't like it, I signed electronically on the signing pad attached to his PC. He did not showed me the computer screen for the contract or any printed contract and he just let me sign on the signing pad attached to his PC. After I enrolled for the paid training, LA Fitness Bellevue could not deliver any acceptable training services to me.

The trainers did not show up at the scheduled time most of times and one trainer even did not show up at all and after waiting for more than 30 minutes. Someone told me that he quit LA Fitness Bellevue during the weekend. And he is not available anymore and they don't have any other trainers to do the training to me for me. So I could not get any training after wasting my time for almost an hour. After experiencing all the problems of the training service of LA Fitness for a month I visited them today and wanted to cancel my training and surprisingly the General Manager of LA Fitness Bellevue told me that I cannot cancel it since it is under one year term contract.

I told him that the training manager who sold me the training contract advised me that this is month to month contract while he let me sign through signing pad attached to his PC without showing me any contract to me. And the training service quality has been far from being acceptable. And I need to cancel the training service. He became very upset after hearing this from me and he only kept on saying that I need to keep on paying the monthly training fee for one year with whatever services they are giving to me.

After that he told me that he did not wanted to speak with me when I tried to explain the problems of the training contract sales and the training services more in details. When I asked him if he does not want to speak with me I want to speak with his manager, he told me that he is the highest positioned person at LA Fitness Bellevue. And there is no one that I can speak and then he just disappeared leaving me alone. I think this were really unacceptable experiences that I got from LA Fitness Bellevue and wanted to share the information with everyone.

The sales for the training contract was a scam; the trainers cancelled the training without notice and were normally late for the training and most of all the General Manager of LA Fitness Bellevue did not wanted to speak with me other than saying that I need to keep on paying the monthly training fee for one year with whatever services that I receive from them. I really think that they should cancel my training contract immediately since the sales process was a scam and they could not deliver the acceptable training services.

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Discrimination, TERRIBLE Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PORTLAND, OREGON -- I attempted to use Kid Klub services at LA fitness last night and was told my membership didn't include this. The guy who signed me up a few days prior, **, never mentioned this to me. Nonetheless he comes over to explain that it costs extra per month to use those services and that he told me about those fees and that I declined. It was 7:30 P.M. and I had only 30 minutes to work out before the Kids Klub closed. I arrived with my kids and obviously wouldn't had done so if I knew that I didn't have this service. I explained to ** that he didn't mention any of this to me during my sign up on Saturday, April 28, 2012.

He persisted that he told me. I reminded him that I even asked him what the kids klub hours were during my sign up and he gave me the sheet with the hours on it. I had received no further information. He left me in the lobby of LA Fitness to speak with general manager and I could hear him telling the general manager about how he told me all of this and how he was right and I was wrong. I walked over to their desk thinking they were going to take care of things or move forward with the issue but no, we basically argued over what he told me and what I heard from him on Saturday.

The conversation then moves over to cancellation and I was handed a form and told they weren't going to assist me further and calling the police. Point is: They called the police, canceled my membership and told me that I wouldn't be receiving a refund of any amounts paid on my account which consisted of first and last months membership fees of approximately $60-65.00 because they claim I breached my contract by arguing with ** in front of other patrons.

Ideally the situation would have gone down like this: "Hey **, sorry for this misunderstanding, let's get you signed up real quick so you can hit that work out tonight. I can take care of the information for you while you hustle in the gym." To be honest, that's all I was looking for. Someone to take care of the problem and let me go work out. Instead, I was called a liar by **, store manager (male) and receptionist (male).

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Bad Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

My local club got bought out and I went in to get transferred over. I was treated like a outcast by the front desk staff. When I asked to speak to the manager, a man named ** came out and was very rude. He first said he could help me and said I had to take my complaints up with my former club that was going out of business. When I asked to speak to his superior, he refused and said he only reports to the owner and his contact information is not available. LA Fitness need to hire more professional, competent, and courtesy people to provide an inviting and friendly first impression for new and confused customers.

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Rubbish Company! Avoid!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LEEDS, WYOMING -- I signed up with LA fitness in Sep 2011. I unfortunately lost my job in November 2011 and continued to pay the gym until April when I could no longer afford and got in touch with them. After many, many, MANY letters, phone calls and emails my issue has still not being resolved even when doing what they asked to cancel my membership. They continuously send me threatening letters about owing money and I am overall disgusted with the way I have been treated and made to feel like a rubbish! Please be aware people to not join this gym, don't fall for their fake smiles. My issue is still ongoing and I don't want anyone to have to put up with what I have with them.

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Worst ever
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GEORGIA -- I was a member for LA fitness for awhile. I hired a trainer there as well. When trainer quit, so did I, but LA Fitness kept charging me money for 10 months! Now, when I contacted them that they been charging me over 300$ a month (!!!) for membership and personal training, they said they not going to refund or credit this money. They also said that they can help me to set up membership, which I have to pay for, their generic answer. And after I told them that they took my money without providing any service, they said that they can help me to set up new membership that I have to pay for... Bunch of crooks!

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Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CALIFORNIA -- I have been a member with LA Fitness since 2012, paid my membership on time regardless of my gym attendance. Unfortunately fell into some hard times in the last 3 months, called LA fitness to pay for lost time (Balance was 60.00 without late fees) after 4 years of non-late payments. Paid 32.00 out of the 60.00 to ensure the reinstatement of my monthly dues and considering I have been loyal to the company and fulfilled my contract, I would think that they would extend a first time courtesy and allow me to continue with the membership or start a new membership with the same monthly payments, but they declined.

The agent made it seem like losing my business was no big deal, that the system is what it is? That makes no sense, why would a business prefer to lose more years of business for a 32.00 balance, in which I was willing to pay for to continue with the membership? I even expressed to the associate, that this negative review would take place and it didn't even matter to her. She didn't even offer an opportunity to speak with her leaders to see if something could be resolved. She just kept saying that "The system doesn't allow me." Where is the customer service and the loyalty to the loyal customers? I called 949-255-7200 at 8:14 pm on 11/29.

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Difficult To Cancel And Lied About Reasons Over Phone
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

COVINGTON, WASHINGTON -- I called in to cancel my membership, and I was told it could not be done due to ID protection. They had trouble with kids or others canceling a membership. You can only cancel from 9 am to 5 pm, and it must be in person. You will also be paying/prepaid month ahead of when you are canceling. I was able to cancel in person with only my keycard and no other ID. There is no reason it can't be done over the phone. I might have rejoined at a later date, but this is the second worst customer service I have ever had. I consider preventing something being done over the phone for customer retention only unethical business and a waste of time.

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Worst Service After taken over from Bally Fitness
By -

BOSTON, MASSACHUSETTS -- I was member of Bally Total Fitness. I had cancelled my membership with them. If you search on them they are 1 star rating. Now they are bought by LA Fitness. Out of nowhere they started charging me money even though my membership is expired with Bally Total Fitness. They are as useless as Bally. I called them to cancel my membership and they said I need to go to some club to cancel as they cannot do it online. I can login to Bally but it forwards it to LA where I cannot login. What a mess. Very dishonest company.

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Rude And Harsh Sales Tactics
By -

RIVERSIDE, CALIFORNIA -- After going through the disrespectful treatment at 24 Hour Fitness I decided to go gym shopping. I call La Fitness in Riverside Ca, and speak with a manager. I noticed his attitude was a little pushy, but I'm no push over so he back down after he noticed I was not playing his game. I go to the gym and receive a tour, the managers are being nice and asking why I am leaving 24 Hour Fitness. Then I sit down, and speak to the managers. They started their pressure tactics but soon backed off.

I told them I was leaving and would be back when I'm ready to join. I go back later that evening to learn about the price, and inquire info on Personal training (which they did not want to give me info over the phone or in person during the tour.) After siting down with the manager I spoke to over the phone, the hard sell began. I already knew that I wanted to join but I was not one up for being harassed. He started with a tone of not answering my questions, about the gym, and was quick to get me to sign. So I resisted and made him explain to me every detail in the contract.

His manager noticed that I was not easily sold, so he came over and started his routine. Still I resisted until I understood the contract and the cancellation policies. One last thing I wanted was info on the personal training. These guys refused to give me info on it until I was a member which in some ways makes sense but I was not happy about it. But I feel they were holding back so that I did not leave once I found out how ridiculous the pricing would be. So I sign the contract, but I failed to negotiate the initial fee of $125 which was supposed to be the special. I realized that was my fault.

After I sign this guy comes over to explain, the personal training. Right away he has this very arrogant attitude. He says "so I hear you want personal training" while shaking his head, with a distance gaze that creeped me out. I said "yes" and he just stared at me for about 5-7 seconds then asked 2 other questions and I received the same creepy response from this guy. Then he proceeds to tell me how the training works and the cost. Then tells me he can sign me up now. I tell him, "knowing the price would be nice." He tells me the price and I tell him how I will not pay another initial fee, for the same gym I just joined for personal training.

I negotiated this time, the personal training price was just insane with the $150 initial fee. I tell him that "I cannot afford this" and his attitude goes from, rude to just stupid. He told me he would write out a budget for me so that I could afford the lessons, went on to tell me that my current work out was lame and would not get me anywhere but lame and plain. I returned fire at him and let him know that I am not the person to speak to in that manner. He goes back to trying to sell me then I look him in the eye and tell him I'm not buying his training and got up and walked out.

For all of the nice fancy equipment these guys do not do well in treating their customers. I have decided to work out at another nearby La Fitness because I do not want to encounter these guys. Which the staff at the location in Moreno Valley are much more laid back, but I would still be weary. While being sold lessons I saw a couple get up and walk out on these guys because of their tactics. I was traveling for work while in Tacoma Wa, at a local La Fitness and I saw how this salesman/trainer was harassing this elderly lady into buying lessons. I felt sorry for her and almost intervened.

I will do whatever I can to stop people from encountering these guys, if you need a trainer go to meetup.com and looking fitness of personal trainer, I'm sure you will have a lot to choose from. Also if you do encounter these guys and their hard sell arrogant tactics, just remember they tend to shut up when you walk away:)

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LA Fitness Memberships Rating:
Star Empty star Empty star Empty star Empty star
1.1 out of 5, based on 9 ratings and
46 reviews & complaints.
Contact Information:
LA Fitness
P.O. Box 54170
Irvine, CA 92619-1300
(949) 255-7200 (ph)
www.lafitness.com
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