LA Fitness Customer Service Issues

I am deeply frustrated with the service provided at the gym. I had a training session signed up by Will at Kearny LA Fitness with a 3-day cancellation policy. I promptly canceled within that time. However, despite assurances from Will that it was canceled and I would receive an email confirmation, I was later informed it was not canceled. The manager, Karen, revealed this to me after I noticed another charge on my card on May 15. Will suggested meeting in person rather than explaining over the phone and delayed the cancellation until June 1, but it's now June 8 and I have been charged $[redacted], contrary to his promise. This situation is incredibly frustrating, and I urgently need a refund after over a month of dealing with this issue.

The manager of the trainers signed me up for a training session and mentioned I had three days to cancel. I decided to cancel the very next day before the deadline. Despite this, I never received the cancellation email Wil had assured me of, so I contacted the gym multiple times over the next few weeks. Each time, Wil and the others there confirmed the cancellation. However, a second charge still appeared on my bank statement. After reaching out to the gym again, I was told there was a system issue. I was assured a refund within three days. When that did not happen, I spoke to manager Karen, who revealed Wil had actually never canceled the session. Wil then requested a face-to-face meeting at the gym, explaining he needed the month to pass for a bonus. He promised a refund by June 1st, but the issue remains unresolved.

Is there any staff present at this location? I'm wondering why the sauna is only using one-third of its coils, producing a temperature of [redacted] degrees which is inadequate. I feel frustrated because the "GM" seems confrontational and dismissive when I try to address these issues. I noticed unsanitary conditions like a dirty razor and bloody paper bits in the men's bathroom, as well as sunflower seeds scattered on the floor by the freeweights. When I visited, I couldn't find any employees around, and even when I left an hour later, the situation hadn't changed. Another member experienced the same lack of staff. I have photos and videos to share. I'm tired of receiving unhelpful responses from the manager.

I recently visited the LA Fitness in Tucker, Georgia, and was greatly disappointed by the cleanliness of the facility. As a paying member, I expect a certain level of hygiene. The men's locker room was particularly appalling with no toilet paper, dirty toilets, empty paper towel dispensers, and no soap. The pool is also frequently closed due to cleanliness issues. I have attempted to contact the managers multiple times with no response. I am unsatisfied with the customer service. I am seeking assistance in getting a refund or having someone address these cleanliness and customer service concerns promptly.

I have been a loyal member at West Seattle LA Fitness for several years, and I have always enjoyed my 3-day-a-week workouts there. Part of my routine includes using the Stairmaster, treadmill, and other machines with TVs for entertainment. Recently, a controversy has arisen regarding what channels are available for viewing while working out. It appears that this issue may have been caused by complaints from individuals with different political views, leading to the management eliminating all channels except sports channels for viewing. As someone who is not particularly interested in sports, I find this change disappointing. I believe that members should have the freedom to choose which channels they prefer to watch, as it has been the norm for as long as I have been a member. When I raised this concern with the staff, I was met with an unsatisfactory response. If this issue cannot be resolved, I may have to consider finding another fitness facility that respects my freedom to choose my viewing preferences. I suggest returning to the previous channel lineup, perhaps by eliminating political channels while keeping non-political ones like ABC, NBC, and CBS. Many members, including myself, are discussing this matter, and some are contemplating switching to a different gym. Thank you, Zane Baker

I purchased 6 months of personal training with Suncica Klovo at La Fitness in York, PA, but she quit shortly after. I then waited for a female trainer and started sessions with Alexandra A, but due to health reasons, including sinus surgery, I had to stop. I requested to cancel the training sessions, providing medical records, but there were issues with the cancellation. Despite multiple attempts to contact Jamie, the manager, he never returned my calls or confirmed the cancellation. After realizing that I was still being charged for sessions I couldn't attend, I am seeking a refund based on the gym's policy allowing cancellations due to medical reasons. The situation has left me very dissatisfied, and once this matter is resolved, I intend to cancel my membership. I hope for a prompt resolution to this issue. Thank you.

I have been consistently disappointed with the staff at my local LA Fitness. Every time I visit, they repeatedly have my photo on my wife's membership and vice versa. Despite my requests, they fail to rectify the situation, causing unnecessary delays and frustration. Today, I was once again stopped at the front desk, asked if I had a membership, and doubted when I explained the photo mix-up. The staff's unprofessionalism and rudeness have added to my dissatisfaction, leading me to consider canceling my membership, although my wife enjoys the gym. I have already spoken to the General Manager about this issue but am still awaiting a resolution from someone in authority. I sincerely hope LA Fitness can address these issues promptly.

I have been a long-time member of the LA Fitness facility on East Carson Street in Pittsburgh, PA. Recently, I invited my church support group to join me in signing up for memberships. Today, while working out with three friends from the group, we were approached by a trainer named "Angelo" who was off the clock. Despite us simply following an ab circuit I had created, Angelo accused me of training my friends, leading to an uncomfortable confrontation. I pointed out that we were not violating any policies as we were working out independently and had come to the gym together regularly. Despite this, Angelo's behavior became confrontational and he singled us out, which made us feel targeted and unwelcome. I am disappointed by this experience and believe that such behavior should not be tolerated from an employee. I would appreciate a response on how this issue will be addressed, as I am contemplating escalating it further if necessary.

Hello, I am writing to report an issue with my daughter's bank account. On 6/11/[redacted], I noticed that her account was overdrawn by $[redacted] due to two transactions from La Fitness. Upon discussing this with my daughter, she informed me that she had visited the San Antonio location at [redacted] N/W Lp [redacted] a few weeks ago to inquire about a basic membership. She mentioned speaking with Jeremy, an employee at the establishment. My daughter expressed confusion regarding the discussions with Jeremy, as he allegedly had her electronically sign multiple documents without a clear explanation. He assured her that she would receive an email detailing everything, which she has yet to receive. She believed it was a one-time charge but was later informed it would be $[redacted] monthly with a $[redacted] cancellation fee for half the year. As a student living on a limited allowance, my daughter would not have agreed to such terms willingly. I suspect that Jeremy took advantage of her lack of experience in such matters. I kindly request your assistance in investigating this matter. Thank you.

On Tuesday, June 11, [redacted], the A/C malfunctioned once again in the dance/yoga/floor pilates room at your gym on Alicia Parkway in MV. The 9:45 Zumba class was uncomfortable due to the heat and lack of air. The rest of the gym was cool, but Curtis, the Operations Manager, was not present, and no other managers were available to help. The desk attendant and cleaning staff were unable to fix the issue. Today, on June 12, [redacted], at 11:00 AM, I spoke with Ms. Sea from corporate headquarters. She mentioned that Curtis has already requested a repair for the air conditioner and also for the PA system, which has been acting up during classes. I recommend installing portable fans temporarily to improve the situation until it is fully resolved. Thank you for addressing these concerns. Maureen Terry

I am currently at the Santa Clarita gym facing issues for the past two days. I am not happy with the front desk's behavior and lack of professionalism. The situation involves my 15-year-old daughter's membership and a 5-day pass for her 16-year-old friend. Initially, I was informed that as long as someone over 18 signed the waiver, the friend could join. When I visited the gym, I was told different requirements, specifically needing to prove legal guardianship. This inconsistency caused inconvenience, and now we are waiting for the friend's Dad to sign the waiver. The situation has become a legal matter, which was not the case initially. The front desk staff, particularly Eli, has been rude, and I expect a resolution promptly. I have wasted time due to LA Fitness's changing protocols, and I demand respectful treatment and a quick resolution.

I am seeking assistance with my boyfriend, Fernando Tellez's recent membership at LA Fitness. Within just two weeks, we encountered issues following the guidance given during the membership purchase process by an employee named Ryan or employee number: [redacted]. He assured us that anyone with the key tag could access the gym independently, even without the primary member present. However, upon visiting alone, I was denied access, contradicting the information provided by Ryan. The situation is upsetting and frustrating as we were misinformed about the membership terms. It is unfair that we now have to incur additional costs due to this error. The incident occurred at [redacted] Poplar Ave, Memphis, TN [redacted], where the member manager acknowledged the misinformation provided by Ryan. I am hopeful for a resolution to this matter without incurring further expenses. Thank you for your assistance. For further communication, please reach out to the primary owner: Fernando Tellez Phone: [redacted] Email: [redacted]

I previously reported an issue but omitted a crucial detail that I consider essential. Despite being assured over the phone that I could sign a waiver for my daughter's guest, the situation changed drastically upon my in-person visit on Wednesday, encountering a new set of front desk staff (excluding one individual). This sudden shift left me feeling as though we were facing racial prejudices. I had clarified that my niece, a white individual, was my guest for the week, only to be questioned on proving our relationship. I found this request discriminatory based on our different skin colors. Until then, I was only required to be above 18 years old, a criteria that I clearly met. Furthermore, I had not been provided any written documentation of LA Fitness policies. Unless this issue is adequately addressed, I intend to raise awareness on social media platforms about the racial biases practiced by LA Fitness and seek an alternate gym. I expect a face-to-face apology from Eli and the staff involved, along with reassurance of improved competence among the team.

I was informed that I could enroll in adult rehabilitative swim classes through an affiliated company. However, I am facing difficulty reaching the company via phone or email to sign up. Despite being eager to switch to another company, the current location requires a member to accompany me, which I cannot arrange. I believe this situation is misleading as I chose this LA Fitness branch specifically for this program. During orientation, they assured me this wouldn't be an issue and provided me with Water Works Swim School's contact details. When I reached out to my LA Fitness location, they claimed ignorance about the program and advised me to contact the school directly. I am hoping LA Fitness can either manage my classes for me or allow me to bring in my own physical therapist without membership obligations.

I am concerned about a situation with your manager persuading my 16-year-old son to enter a contract and share his custodial account for a joint visa debit card. My son does not use the gym, is not of legal age in Georgia to enter contracts, and the money is being withdrawn from my account without authorization. The account was opened at the McDonaugh LA Fitness in Georgia. Please contact me at your earliest convenience to resolve this issue. If the money is not refunded, I will seek legal advice as it is not acceptable to pressure minors into contracts. My contact information is [redacted]. Thank you. Jeff Masters

Hello, I raised concerns about the Signature Club in Tampa on [redacted] South Dale Mabry with Ryan before contacting corporate. Corporate reached out to Ryan, who reported that the A/C and the ladies' sauna were the only issues, despite other ongoing problems. After a call from Ryan, I was informed that Natalie, the Operations Manager, would inspect the club and contact me. I no longer wish to be contacted by Ryan as no progress was made during our previous conversation. Complaints include the long-standing A/C issue, water leaks, uncleanliness in the women's locker room, worn towels, overdue carpet cleaning, persistent odor, and stolen items. Maintenance delays and lack of accountability for cleanliness and supplies have been ongoing problems. A serious health concern was also raised. I am requesting a visit from Natalie to address these matters. I am eager to hear back and sincerely appreciate your attention to these issues. Thank you, Janie Palmeri

I have been a long-time member along with my children at the fitness center. Yesterday at around 5:00 pm, my son's locker was broken into. The thieves took his wallet containing $[redacted], credit cards, driver's license, car keys, and house keys, causing a lot of distress. We promptly informed the authorities, but I was shocked to learn that locker break-ins like this occur weekly at the Wayne, New Jersey location. I had to urgently contact a locksmith to replace all our locks last night. The recurring thefts are deeply concerning, and I hope the gym management addresses this issue promptly to enhance security and prevent further incidents.

I had a disappointing experience with LA Fitness recently. During our visit, my son and I became members while discussing our membership at another local gym, Pro Health, with Michael, the Assistant Manager. We shared our concerns about Pro Health's limited racquetball courts. After enrolling, I tried to reserve a court and was surprised to learn there was an additional charge I was not informed of during signup. I believe Michael purposely omitted this information to make the sale. When I raised the issue with him, he was unhelpful and suggested contacting Member Services. I plan to reevaluate any relationship my employer has with LA Fitness due to this experience. I can be contacted at [redacted] or [redacted] to discuss further. Linda Hart

I wanted to share an unfortunate experience I had recently at your Palos Verdes location involving a cleaning lady named Ada. While I was using a step climber, she left her chemical-filled cleaning cart near me, causing a strong smell that made me feel unwell. When I politely asked her to move it due to health reasons, she responded rudely and refused to cooperate. Despite reporting the issue to Jeff, the manager, Ada's behavior did not improve, and she remained disrespectful. This is not the first negative interaction I have had with Ada, and I believe her attitude and actions should be addressed immediately. As someone in recovery from cancer and dealing with asthma, it is crucial for me to exercise in a safe and clean environment. I am concerned about the potential consequences of Ada's behavior on my health and would appreciate your attention to this matter. Thank you for your understanding.

Hello, my name is Nelson. I recently visited LA FITNESS in Decatur, GA, located off Covington Hwy and Panola Rd. I was informed that I couldn't rehearse for my performance at the gym. As an artist, I rely on the gym to hone my performance skills. Despite seeing others utilizing the gym for various activities like racquetball, basketball, yoga, and cycling classes, I was singled out and prohibited from enhancing my performance. I found it unfair, especially since noise and movement are common in a gym setting. I felt humiliated when the manager mocked me in front of others. This incident has left me frustrated as I take my craft seriously. I'm a recording artist who values the gym for my physical and mental well-being. I hope this matter can be resolved swiftly. Thank you.