LA Fitness Customer Service Issues

I have been a loyal customer of LA Fitness since joining in high school in 2[redacted]. Recently, at the Greensburg, PA branch, a staff member informed me of a $5 entrance fee when not visiting the Clairton Blvd location in Jefferson Hills, PA. This came as a surprise, as I have never been informed of this charge in all my years of membership. I am currently on my dad's account, and he has been consistently charged. I inquired about upgrading to have access to all LA Fitness locations and was informed it would be an extra $3 per month with a one-time payment of around $[redacted]. While I am okay with the monthly fee increase, I am puzzled by the sudden one-time charge considering I have been attending LA Fitness for over 5 years and incurred the $5 entry fee multiple times without prior notice.

I have never experienced any issues with LA Fitness until today, August 22, [redacted]. Unfortunately, today I encountered poor customer service at the gym, leading me to reconsider my membership. Upon entering, I was informed by the MANAGER that I couldn't access the gym due to a $40 past due balance caused by my lost bank card. Despite explaining my situation, the manager refused to allow me entry, citing my failure to update my payment information. Coming from a background in Global Corporate Nursing, I value exceptional customer service. The manager at the Norristown PA location on [redacted] Swede Road did not handle the situation well. I have faced similar issues before with lost debit cards at LA Fitness branches, where I was assisted without any problems. This time, however, I felt unfairly treated and disrespected, prompting my decision to cancel my membership. I believe that management could benefit from improving their approach to handling such issues, as my experience was unsatisfactory. Thank you, Sonia M.

To whom it may concern, I have had my account since [redacted] but moved to California in [redacted]. Despite the account being frozen for years, I am still receiving bills. I have contacted multiple clubs to close the account, but was advised to send a letter to the corporate office. I have never set up an online account and don't believe it's necessary to close this account. Currently in Washington due to a family loss, I kindly request for the account to be closed from your end. An email confirmation would be appreciated. Unfortunately, I don't have my card number, but my name, phone number, or email should suffice. Thank you for your understanding. Marguerite J.

Regarding the Van Nuys location maintenance issues: 1. The light in the men's sauna has been out for over a week. It's important to fix it promptly as it poses a safety hazard. Despite two notices to the staff at the front desk, no action has been taken yet, and the manager was unavailable the second time. Should we contact the health department or fire department? 2. There has been a missing towel bracket in the men's shower, specifically in the first stall on the left, for several months. 3. There are broken locker latches in the men's locker room, primarily in the third section near the bathroom. Approximately five locker latches are broken, and some may only require a screw replacement.

I am frustrated that LA Fitness in Dunedin, Florida canceled a fitness class before the holiday without notifying members. I have been a member for 6 years and attend this class twice a week. Upon arriving, I discovered the class was canceled, despite the manager claiming a sign was posted earlier. The confusion between Monday and Friday about the class schedule is upsetting. I expect consistency in the class schedule and do not appreciate last-minute cancellations, especially before a holiday weekend. I hope to receive a call promptly to address this issue and prevent me from considering canceling my membership.

My son, Daniel V., accompanied me to the LA Fitness in Crown Valley, Mission Viejo, CA a few months ago at my suggestion for his health. He joined without weight goals solely for gym access. During the free training session, the trainer misled him into a contract causing confusion. Despite discussing his learning disability, he was charged about $[redacted]. The agreement mentioned a four-session training package for $80 each, but he only attended two. Despite explaining this to a membership staff over two months ago, no resolution was provided. Subsequent unauthorized bank withdrawals led us to close his account. The stress led us to cancel all our LA Fitness memberships. The repeated harassing calls demanding payment for unrendered services cause severe distress to my son. I am disappointed and considering involving the Fair Business Bureau if this matter is not resolved promptly. I urge your office to nullify the contract and refund the money. Please contact me via email for further assistance. Thank you. - M. V.

Hello, I cancelled my membership back in June ($64.98) for both my husband and me. We were informed we could use the facilities until August 11th due to the June payment being already processed. However, after checking my bank account from Switzerland, I noticed that since the cancellation, we have been charged $34.99 every month in July, August, and September. This adds up to over $[redacted] for services we are not using. This is the first time we have encountered such an issue during our annual visits to the USA. Membership Account: [redacted] for M.G. and K.A. Following the cancellation of this membership in early June with phone number [redacted], we kindly request a refund of the three months charged at $34.99 each. It appears there may have been an oversight at the front desk, but we should not be held responsible for someone else's error. Thank you.

I experienced verbal assault and stalking by a spin instructor at LA Fitness in Pompano Beach, FL. The individual, Howard F., entered the class I was in and made inappropriate and threatening remarks to me. Despite reporting the incident to management, he continued to harass me, leading me to file a restraining order. LA Fitness has failed to protect me as a member, and the instructor in question has been allowed to continue teaching classes. His boss, Miranda, and her superior, Joanna, have not provided adequate assistance. I am seeking assistance in resolving this issue before my scheduled hearing on September 19th. Please reach out to me at [redacted]. Thank you for your attention to this matter. Best regards, Venus A.

As a member at the Natick, MA club, I wanted to share an incident from 9/9/19. When I arrived at the club that night after 7 pm, I noticed an unattended key ring full of keys in the locker room, reminding me of a previous incident where keys were stolen. Acting out of caution, I turned in the key ring after securing my gym bag and working out for about two hours. Upon returning to the locker room, I discovered my lock had been cut and my belongings were being searched through. I reported this to the front desk, and a staff member provided me with a new lock. The following day, when I spoke to manager Daniel Cowern about the incident, I felt unfairly blamed for using the locker. I suggested to the manager that alternative steps could have been taken to locate the owner of the key ring before cutting my lock. The missing lock left my personal items vulnerable, including important documents and cards in a traveling pouch. As advised by the police, I am reporting this incident to the club and planning to reach out to the corporate office regarding potential protective measures. I hope to resolve this matter promptly to prevent any further risks to my personal information.

There is a significant amount of black mold on the bathroom ceiling near the sauna at the Hanover Park, IL location which is concerning. The mold is near a crack that is currently dripping water. As someone with mold allergies, I am worried about the potential health risks this poses to members. It's crucial that this issue is addressed promptly and properly to prevent further health hazards. Mold spores have the potential to spread extensively, so comprehensive action is necessary to ensure the safety of all members at the facility.

I contacted the general manager at LA Fitness on North Federal Highway in Oakland Park, Florida, this morning to address concerns regarding the cleanliness of the locker room and pool area, as well as the deteriorating sauna door. Unfortunately, the manager's response was dismissive and unhelpful, suggesting that I find another gym if I was unhappy. This attitude towards a member is unacceptable. Despite reaching out to corporate headquarters multiple times, no action has been taken to resolve the ongoing cleanliness issues at this location. Compared to other gyms in the area, LA Fitness falls short in maintaining a hygienic environment with a cleanliness rating that is lacking. I felt compelled to inform the manager that if improvements are not made, I will report these concerns to the health department in Florida.

Hello, I had a troubling experience today at the LA Fitness on Camp Creek in East Point, GA, between 1:40 - 2 PM EST. After my workout, a man in the shower across from me claimed to be from LA Fitness Corporate and questioned me about my phone. Feeling uncomfortable with the situation, I ended the conversation. When I asked an employee for the man's name, he was unhelpful and dismissive. The employee's behavior was unprofessional, and I felt disrespected. I am considering canceling my membership due to this incident. Sincerely, Dexter C.

I am a member of LA FITNESS at the SOUTH PLAINFIELD BRANCH. The noise level in the branch, specifically in the cycle room, is causing noise pollution above the recommended levels by the U.S. EPA. I have informed the manager, Amey, but no action has been taken. On Monday, 9/25/[redacted], the noise pollution in the cycle room was at a dangerous level due to the open door, and members were exposed to excessive noise. I requested the cycle room instructor to lower the volume or close the door, but I was insulted, and the noise pollution continued. Even after informing the front desk, no action was taken. I urge for action to be taken against the cycle room instructor, front desk staff, and Manager Amey to address this noise pollution issue. Kindly instruct Amey to lower the music/advertisement volume below the noise pollution level.

I have been an LA Fitness member for several years, with a recent return to the Canal Street location in Chicago. The service there was excellent. Now, I am back at the Oswego, Illinois facility where I used to go for many years. I originally left due to the lack of management supervision over members. I believe in sharing equipment but at the Oswego gym, some customers act entitled, monopolizing machines, dumbbells, and bars to create their own workout space, preventing others from using the equipment. Today, a young woman had her own setup between the cable crossover machine, with dumbbells, Bosu, and easy curl bars, occupying it for over an hour, not allowing others to use the cable crossover. The facility should be accessible to all members equally, not controlled by disrespectful individuals creating their exclusive workout area.

I have been going to LA Fitness on Board Street in Columbus, Ohio, for about a month now. From the first week, I noticed that the women's locker room was dirty. The staff mentioned they were hiring someone to clean it, but it's still in terrible condition. The floor and restroom are disgusting, and even the sauna has no light. The sink countertops are filthy. I've visited another LA Fitness on Hamilton road, and the difference in cleanliness is stark. Driving there is inconvenient, and I prefer the location on Board Street otherwise. I'm concerned someone might get sick in that locker room. Despite repeatedly raising the issue with the staff, the situation hasn't improved. I was told someone would clean it yesterday, but I've heard that promise before. This level of uncleanliness is unacceptable compared to other LA Fitness locations I've been to.

I recently used the sauna at your gym in Lake Elsinore. Unfortunately, I observed some individuals disregarding the sign by pouring excessive amounts of water on the sauna stones. I suggest implementing a warning system; those who continue this behavior should be fined $[redacted] to $[redacted] to deter vandalism. Establishing clear rules and enforcing them would prevent such incidents. I also mentioned this issue to staff, but it seems unresolved as the sauna functions more like a steam room due to the excessive water. Additionally, when I addressed the person pouring water, I was met with hostility. It is important to uphold the rules for everyone's benefit. The sauna should remain dry as stated on the sign for proper use. I hope this feedback helps improve the gym environment and prevents further damage to the equipment.

I live on Long Island, NY, and I am a member of LA Fitness. Recently, another gym I belong to closed down. I obtained some guest passes for friends interested in joining LA Fitness. Two of my friends attempted to use these passes at the LA Fitness in Port Jefferson Station on Route [redacted]. There is an employee working at the front desk named Barbara who has been extremely unprofessional and rude. She made it difficult for my friends to use the guest passes, leading them to consider going elsewhere. Barbara’s behavior is rude, sarcastic, and unacceptable. After speaking with other staff at the gym, it seems they share similar feelings toward her. I frequent several LA Fitness locations in the area, and she stands out as the only one who treats people in such a negative manner.

I am Nancy, a Kaiser Silver Fit member since July of this year. Previously, I was a member of LA Fitness for many years before joining Kaiser Silver Fit. My membership was unexpectedly canceled in September and reinstated in October by Kaiser. On October 1, [redacted], I visited the LA Fitness at [redacted] Golden Spring Drive, Diamond Bar, CA [redacted], to start my membership. I presented my Kaiser Silver Fit ID [redacted]1 to the front desk receptionist Marsha, who requested my driver's license. After some confusion and unhelpful behavior from the manager and Marsha, I had to contact the customer service of Kaiser Silver Fit for assistance. After a frustrating experience, I was eventually able to finish my membership process after a long hour. I believe that LA Fitness should have better trained and more courteous staff who value good customer service. Thank you for addressing this issue. Thank you, Nancy

I am writing to share a concerning experience I had at my local gym with the GM. On two occasions, he has confronted me, called me names, and even asked me to leave while I was working out. Despite asking for evidence of any wrongdoing, he was unable to provide any. This behavior is unacceptable, especially considering my long-standing membership of over 7 years. I have received complaints from other members about his rude and disrespectful demeanor, which greatly impacts the overall customer experience. I hope this issue can be addressed promptly for the benefit of all members. Thank you.

I have been a member at LA Fitness for several years and I love going to the gym near my home, which is less than a mile away. However, it can be frustrating when I start receiving renewal calls from locations in different cities and states two to three months before my membership expires. While I appreciate the effort to encourage renewal, I would prefer to handle it at the location where I signed up, and in the month of my renewal. Kindly ask your team to refrain from contacting me until I am ready to renew. Thank you.