LA Fitness Customer Service Issues

I am Alicia Garcia, a member of the Club at [redacted] W Flagler St in Miami, FL. I want to address some concerns about our manager, Jenniffer Torres. There have been ongoing issues with the facility that point to poor management: 1 - Two sink faucets in the ladies' bathroom have been out of order for over two months. 2 - Towels and toilet paper are not regularly restocked, and dispensers are not replaced promptly. 3 - Pool maintenance is lacking, with rusty metal bars and sometimes cloudy water due to overdue filter changes. 4 - Humidity stains are visible on the walls. 5 - Equipment seats are only replaced when they break, not as part of regular inspections. Ms. Torres' ineffective management is obvious, especially when her response to bathroom issues was that nothing could be done while she was on vacation. As a manager myself, I know the importance of proactive oversight even in the manager's absence. Members have expressed similar concerns, and I hope the situation can be addressed promptly.

I have been a loyal member of LA Fitness for many years. I had to freeze my account due to an injury sustained during one of their classes. Despite reporting the incident, they have refused to reverse the $10 monthly fees while I was recovering. The instructor was not immediately notified of the problem, and only now, after providing a diagram, it seems they understand the issue with that particular exercise. The lack of safety instructions at the beginning of the class led to my severe tendon tear. When questioned, the instructor mentioned using a yoga shoe for better mobility, but this advice came too late. I am now back at the location on Sunrise Blvd. for medical reasons, and inquired about the frozen account fees. My name is Sarah F., residing at [redacted] SW [redacted] Terrace, Davie, FL [redacted].

I am seeking assistance regarding a significant issue with my LA Fitness membership. I have been a member since [redacted] and added my brother to my account around [redacted] or [redacted]. In [redacted], he and his wife got their own membership upon moving to Phoenix. I requested my brother be removed from my membership at my gym, and was assured it was done. However, after checking my bank account recently, I discovered I have been charged $29.99 per month for a membership I believed was canceled. This has accumulated over the past 4 to 5 years. Although my brother and his wife canceled their memberships in [redacted], I have still been charged. I am looking to recover these funds. I believe LA Fitness would not intentionally do this to a loyal customer and am eager to have this matter resolved promptly.

Hello, I am Sonja Nahrgang, and I am reaching out regarding my son Niklas Nahrgang's Personal Training membership. Over the past 2 months, we have contacted our local LA Fitness center in East Mesa, Arizona on Power and McDowell Road multiple times to cancel and receive a refund, but no action has been taken. Despite assurances given during our visits last Friday and Monday, no progress has been made, and I have been charged another personal training fee. My son is currently away for basic training and will be deployed afterward, so there is no need to simply freeze the account. As someone who works in customer service, I am disappointed by the lack of resolution. I respectfully request the prompt cancellation of the membership and a refund of the fee. Due to the ongoing issue, I even ended up canceling my own membership, which was processed instantly. I seek a confirmation of this action via email. If no response is received, I may need to dispute the transaction.

I recently noticed a notice at my workout gym about its impending closure. It suggested we could transfer to a gym closer to home, which was news to me. I was informed that our current gym is not considered our "home gym" and transferring comes with an extra charge. I prefer using the nearest gym, but if that's not feasible without incurring extra fees, I'd like to freeze our accounts indefinitely. Since EOS opened a gym closer to LA Fitness, I was told to join, I'm questioning why it would involve an added cost of $10 a month. I've been with the gym since [redacted] and am hopeful that this issue can be resolved. You can contact me at [redacted], and my wife's account is associated with [redacted].

I recently noticed that my account was overdrawn by $[redacted], resulting in the deduction of two paychecks. This has made it impossible for me to afford essential medication. Your representatives assured me multiple times that I could postpone the payment until I was financially capable of repaying it. Initially, I was told there would be no charges if I missed my personal trainer sessions. I am disappointed by the misinformation provided. I urgently request a refund of the deducted amount and the cancellation of all services I have with your company.

My name is Jose Luis Alonso. I am a professor living in Manhattan but currently residing in New Jersey. I have been a loyal member of LA Fitness for over five years and have even encouraged my family and friends to join. Recently, during a visit to the Secaucus location, I encountered issues while trying to update my membership for myself and my sister. Despite seeking assistance from Pedro, David, and the general manager, I was met with unsatisfactory explanations. The errors made resulted in unexpected charges to my bank account and my sister's account. I requested to review my account number [redacted] to investigate further. I expressed my concerns to the manager, hoping for a satisfactory resolution and a sense of security within the facility, but the response was dismissive and unhelpful. This lack of professionalism and accountability led me to cancel my membership at that location. As a frequent visitor and advocate for the importance of good customer service, I find this experience disappointing. I trust that addressing these issues can enhance the overall service quality at the gym. I appreciate your understanding of my frustrations. Sincerely, Jose Luis Alonso

I have been working out at the LA Fitness on Atlantic Blvd. in Neptune Beach, Florida since it opened about 4-5 years ago. Approximately 2 years ago, they designated an area for professional training only. I have used the trainers on and off during this time and always make sure to respect others using the area when I am there without my trainer. However, during my recent visit, the area was empty and roped off, so I proceeded with my routine. A staff member then informed me that I could not be in there without my trainer. I explained my occasional need to work out alone due to scheduling conflicts, but was told it was not allowed due to past misuse of the area. This restriction poses a problem for me as I have always been considerate of the space and equipment, and appreciate the unique equipment in that area. I believe there should be a better solution to address this issue. I hope this matter can be resolved. Thank you, Rita Fairbairn.

Subject: Billing Discrepancy and Membership Cancellation I would like to address a recent issue I have encountered with my membership at L.A. Fitness. On 6/5/[redacted], I agreed with manager Paul at the Ahwatukee West branch to a one-time charge of $59.98 for two months with no additional fees until 8/4/[redacted], which was confirmed by Augustine as per Paul's request. However, I was surprised to see unauthorized charges of $25 on 6/15/[redacted] and $29.99 on 7/5/[redacted] on my credit card. These charges were not part of our agreement, and I only consented to the one-time payment. I have contacted my bank regarding these unauthorized charges and have requested the following actions to be taken at the Ahwatukee West location on 7/9/[redacted]: 1. Reversal of the unauthorized charges of $54.99 made on 6/15/[redacted] and 7/5/[redacted]. 2. Deletion of my credit card information from their records. 3. Cancellation of my membership as of 8/4/[redacted]. I am yet to receive the promised refund of $25 and would appreciate a prompt resolution to this matter. Paul has assured me that my billing information has been removed, and I expect these changes to be made as requested. Thank you in advance for your assistance, Cadence Cha

I have been a member for 7 years, paying yearly. I made a payment this year on 4/12/19 for $[redacted].88 due in May [redacted]. Recently, Kaiser Silver&Fit approved fitness programs starting 7/1/19. However, when I inquired at the WCovina gym, I was informed that being on a Prepaid Contract disqualifies me from a refund. I have been trying to obtain a copy of the contract for almost 2 weeks but keep encountering delays from the manager. I find it unfair not to receive a refund for the unused portion of my fee. The manager suggested transferring the balance to another member, in this case, my grandson, for a $[redacted] fee. I am perplexed by this response. I urge for a resolution to this issue and await a copy of my contract so my daughter, a legal secretary, can scrutinize it with her attorney. Thank you for any assistance you can provide.

To the LA Fitness Corporate Office: I am Jerry Wyatt and I am reaching out for some assistance regarding the cancellation of my Training account at the Cape Coral, Florida location. I have been communicating with the executive training manager at the facility, who mentioned a cost of $[redacted].00 for a full year of training. However, I only became aware of the actual amounts on the paperwork on 7/18/19, as it was concealed behind the front page of the training manual that my trainer kept. Upon discovering the fees, I was shocked and realized I cannot afford such a large sum due to my health issues and financial constraints. I had already paid $[redacted].27 before starting any training at the facility, which I believe should cover the (12) twelve days of training received and the annual membership fees. I kindly request that Corporate reviews this matter to ensure I am fairly charged for the services rendered. Please delete the training paperwork from your records, instruct the Cape Coral facility to do the same, and notify me so we can resolve this issue amicably. Your prompt attention to this matter is greatly appreciated. Thank you, Jerry Wyatt

Approximately a year ago, I was a member from October [redacted] to October [redacted]. Unfortunately, I had to cancel due to financial reasons. Upon rejoining recently, I have observed a decline in employee attentiveness towards the gym floor. Over the past two weeks, I've seen scattered dumbbells throughout the gym floor and even inside the aerobic room. Despite multiple employees present, many seem to be seated at their desks or at the front desk while only a few are assisting members. This time could be better utilized by ensuring weights are organized properly. Moreover, I have noticed a lack of acknowledgment from employees as I pass through the gym if I am not signing up for additional services. I am deeply disappointed in the level of service at the San Bernardino, Hospitality Lane facility.

I have paid for a gym membership as a gift for my friend at LA Fitness on S Lamar Blvd in Austin, TX. During his 5-day trial, the customer service representatives have been overly aggressive in pushing him to sign up immediately. They offered a reduced initiation fee of $50, instead of the $[redacted] online fee, with a $19.99 monthly membership. Despite my friend's polite refusals and explanation that the membership is a gift, they continued pressuring him. When he declined, they reacted with rude service, even saying the offer was off the table after that day. The service was unacceptable, and I'm inquiring if the same offer can be honored for an online sign-up since I'm unable to go in person due to being in another state. My friend truly wants to utilize this gym, and it was disappointing to have the offer revoked in such a disrespectful manner.

A bat was reported in the gym, and the staff notified the off-site manager about the issue. However, the response from management telling staff to catch the bat was deemed unprofessional. Concerned about potential diseases, the writer contacted animal control directly. The writer found it alarming that staff were expected to handle the situation, especially because they lack the necessary training and equipment. Considering the automatic shades in the gym and the absence of the manager with the key, there's a risk of the bat being harmed or causing chaos once the shades go up. It's suggested that the blinds shouldn't be raised until animal control arrives to safely address the situation.

Yesterday while starting my swim at the City of Industry pool, a pool cleaner employed by a commercial pool cleaning company (not an LA Fitness staff member) began cleaning very close to where I was. This caused a cloud of cleaning solution to spread in front of me. I requested him to stop due to the number of people in the pool. The cleaner mentioned he always cleans this way and implied that they might need to close the pool if I objected. I suggested he confirm with the front desk instead of immediately rescheduling. Despite continuing my swim, he stayed on the phone until an LA Fitness employee intervened. I expressed my discomfort with pool cleaning while swimming. The employee said they would address it. Later, another employee told me I had to either leave while cleaning occurred or endure it. I suggested they clean the pool after hours to avoid exposing guests to the chemicals. Unfortunately, the employee insisted on following their schedule. When I questioned the priority of his schedule over mine as a paying customer, the employee became aggressive and threatened to revoke my membership. Due to this incident, I cut my workout short. As a longtime member of your gym, I am concerned about the policy on cleaning during business hours and the employee's behavior. I am seeking clarification on your corporate cleaning policy and would appreciate an apology from the employee involved in the incident at the City of Industry location yesterday evening. I am hesitant to use the facilities until this matter is addressed.

I recently contacted LA Fitness on Hall Road to make changes to my membership plan. I spoke with a representative about canceling my membership and switching it to a family plan with my sister. We discussed a lower price before finalizing the changes. However, when my sister and mother went to the gym the next day to sign the contract, they were quoted a higher price. The staff claimed they did not know the representative I spoke with. Now, instead of paying $49.95 for two people, our bill has been increased to over $60 a month. This inconsistency in information and pricing is unfair to my family. I am frustrated by this situation and would appreciate a resolution. Kindly contact me at [redacted] to address this issue.

To Whom It May Concern, I visited LA Fitness back in March and had a conversation with a staff member at Countryside LA Fitness. As someone who is new to the United States from South Africa, I was unfamiliar with how gyms operate here and their costs. Seeking guidance, I spoke with a representative to explore my options. I specifically inquired about the least expensive membership available. I was informed that the lowest-priced membership was $45. After residing in the USA for five months, I discovered that $45 is quite expensive for a standard gym membership. Following a call to headquarters today, I was informed that the actual cheapest membership is $30. Feeling misled, I decided to terminate my membership. I find it disappointing that I was provided with inaccurate information, resulting in me overpaying. My expectations were not met, given that I paid a $[redacted] enrollment fee when I could have paid just $[redacted] had I been correctly advised. Each month, I paid a total of $44.99 instead of the actual $30. As an Au Pair with a weekly income of $[redacted].5, I had to allocate $45 of my salary towards this membership. I am disheartened by this ordeal and would like to receive some feedback on the matter. I understand that you may not be personally responsible for this error, but I felt compelled to bring it to your attention. Thank you for your time and consideration. Sincerely, Engela Volschenk

I am a member at St. Louis Park L.A Fitness in Minnesota. A large number of individuals play basketball at the gym, with it being one of the most popular activities besides weight training. Despite my continuous efforts to alert management for the past two years regarding the slippery basketball courts that pose serious risks, no action has been taken to address the issue. Management suggested keeping the doors open, but the fundamental problem of slick floors and poor ventilation persists. Unlike other L.A Fitness locations with well-maintained courts, the conditions at this gym are subpar. I joined the gym to enjoy basketball safely, but the current situation jeopardizes my safety every time I play. I have reached out to legal counsel as I believe this negligence warrants attention. Copies of emails I sent to management over the past two years serve as evidence. Although I prefer to resolve this matter amicably without resorting to a lawsuit, the situation calls for significant improvements. It may be necessary to reprimand or dismiss individuals responsible for this ongoing issue.

Hello, my name is Lalit. I encountered a payment issue while signing up at LA Fitness last Saturday. The gym manager, Bernan from Fort Worth Keller, Texas, mentioned an initial fee of $[redacted] and assured me it was the only payment required apart from $19.99 monthly. However, the next day, my account was charged $[redacted] without any prior notice about additional charges like annual fees, first and last month fees, and monthly payments. I'm quite upset about this situation and would like a refund as I feel misled.

I forgot my membership card and John informed me that I was no longer on the same plan as my wife. He mistakenly signed me up for a single club membership instead of the multistate one I requested. After charging my card, he cancelled the membership and reprocessed it for the correct one. Later, my wife had already paid the additional fees to reinstate my membership with her. I spoke with Jennifer, the Operations Manager, at the Lake Worth, FL LAFitness, who took about 3 hours to identify the error. She mentioned it would take 3 to 7 business days to refund the nearly $[redacted] to my ATM card. Despite contacting Jennifer again and requesting an upgrade to the multistate club level due to the inconvenience, she stated I would have to pay $[redacted] plus an extra $5 per month. I expressed my frustration as LA Fitness was still holding $[redacted] of my money, through no fault of my own. Unfortunately, she declined to accommodate my request. I am seeking assistance to resolve this matter without canceling our membership and switching to a different fitness club.