LA Fitness Customer Service Issues

I want to cancel my gym membership as I am not using it and it is costing me a lot of money. I have tried to cancel it multiple times, but the Operations Manager responsible for approving cancellations is always unavailable, leading to misinformation from the front desk staff. On December 24th, I was told to return on the 27th, only to find out that the manager was on vacation, requiring me to come back in January. This situation is unacceptable as I have work commitments and cannot keep returning to the gym to find the manager. Cancelling my membership should not be this difficult. I am disappointed with the service provided and frustrated by the inconvenience this has caused me.

I had an introductory personal training session at LA Fitness in East Cobb Atlanta a month ago. At the time, I was waiting to receive results from an x-ray done by my Orthopedic doctor, which confirmed a torn bicep. When I visited the gym to cancel my account, they assured me they would assist in stopping any future charges since I had only completed one session. I have attached a letter from my doctor regarding my injury for reference. Thank you.

I contacted the Lawrence, New York branch for Membership information. Received a call back from a cell phone, 1-[redacted], instead of from LA Fitness directly. Visited the website and saw different pricing online. When I tried to join, the monthly fee changed. Contacted [redacted] but was told the pricing may differ for NY residents. Asked for Corporate number but was put on hold indefinitely. Upon a callback, was informed they were closed. Frustrated with the misleading pricing and unhelpful staff, considering reporting to the Attorney General. Requested a guest pass but will not use it until these issues are resolved. The pricing discrepancy with the last month fee not clearly stated needs rectifying. Waiting for a prompt response. Thank you.

I would like to bring to your attention that my son is an employee at your Dallas TX location. Sadly, his Grandfather passed away on December 28th, [redacted]. When he informed the General Manager about needing time off to attend the funeral, he was denied as he didn't request it 30 days in advance. I find it absurd that one should have to pre-plan attending a funeral. I have taken a stand to reach out to local news outlets, newspapers, the BBB, and social media to shed light on this situation. I strongly believe that the staff member who made this heartless decision should face consequences for their lack of empathy. Your prompt attention to this matter is appreciated. If necessary, I can be contacted at [redacted].

I am reaching out because I have been a member of LA Fitness in Newington, CT since it opened in February [redacted]. I was unaware at the time of different membership options available. I'm still a member and noticing that others can pay upfront for the year at half the cost of my monthly fees deducted from my account. I want the same $[redacted] per year deal. The managers at this location have been unhelpful. It's frustrating that members are paying different fees with no option for change. The condition of the gym is disappointing; no new machines since [redacted], equipment theft, dust and hair, and lack of maintenance. I hope to discuss getting on the same payment plan as other members or I may look for a different gym.

Hello, SUS. I recently spoke with a gym representative about my situation. I was diagnosed with cancer and need to undergo chemotherapy for a few months, so I informed her that I wouldn't be able to come to the gym. She mentioned putting my account on hold for a fee, maybe around $5 to $10 monthly, to maintain its status until my return. However, when I tried to return, they asked for $[redacted], which doesn't align with the agreement I made with the gym representative during our conversation about this arrangement.

Yesterday, on January 8, [redacted], my partner and I visited LA Fitness at [redacted] East Carson St., Pittsburgh, PA. I've been an LA Fitness member for several months, but my partner is not. During our visit, we noticed orange slips offering a free three-day pass at the entrance. When we tried to use the pass, the manager refused to activate it for my partner since he wasn't joining. The customer service at the front desk was rude and sarcastic, making the whole experience unprofessional. We now feel uncomfortable about going back to this location, as we've had much better experiences at the Monroeville, PA branch. I hope to find a resolution to this matter and can be contacted at [redacted]. Thank you for addressing this. Best, Rachelle W.

As a LA Fitness member at So. Conduit Ave in Queens, New York, I visited the personal training area for a workout. A personal trainer there was impolite when informing me of the club's policy against working out in that area or taking equipment outside. I requested the trainer's name, but he refused to provide it and rudely dismissed my request. When I stated I wanted to report the incident, he responded disrespectfully and loudly. I then spoke with a manager, who initially hesitated to provide the trainer's name until I pressed further. The trainer was identified as Ryan. I am seeking an apology from the trainer and acknowledgment from the club for this incident. The manager's name was Andre. I hope this matter is addressed appropriately for the club's customer service standards to be upheld. This occurred on 01/09 around 4 pm.

I am seeking compensation for the pool that has been unavailable at the gym for over two to three months, which was a key reason I joined. Despite being promised a fix within 2 weeks, it hasn't been resolved. When I requested a possible adjustment like halving monthly dues or a payment suspension until the pool was fixed, the manager, Olivia, claimed to be the highest authority without providing further contacts. This lack of assistance and the disrespectful attitude displayed by Olivia left me feeling frustrated. Following my interactions, she abruptly canceled my membership. The unprofessional conduct of Olivia at this location is disappointing and unacceptable.

I have been a member for several years, but due to illness and surgeries, I could not go to the gym. Despite still paying monthly fees, my new bank card caused issues with payment. When I visited the gym in person to explain and resolve this, a young staff member insisted on continuing payments for the missed month and canceled my subscription without much consideration. I had paid the fees upfront when I joined and had been a loyal member. I would appreciate speaking with someone who can assist in reactivating my account.

After undergoing bilateral knee and hip replacements, I joined LAFitness with a recommendation for Aqua Aerobics. Unfortunately, the lack of standards in their aqua classes has been disappointing. The 9am classes, led by the regular instructors, often turn into casual social gatherings rather than proper workouts. I appreciate instructors like Steven and Grover, who teach effectively from the pool deck, keeping the class engaged and active. I believe LAFitness should enforce a policy requiring instructors to conduct classes more professionally and ensure that each session feels like a quality workout experience. This initiative could greatly enhance the overall appeal and quality of the aqua classes, attracting more members to join and participate regularly.

During my recent experience at the gym, I found Manager Dominic to be too fast-talking and pushy. I signed up on January 15, which I believed was the last day, paying a $99 initiation fee and two months in advance. When reviewing the contract at home, I discovered a $49 annual fee due by March 15, which was not clearly explained during signing. Additionally, Dominic did not show me the gym and appeared rushed to leave for lunch. I later raised my concerns with the manager, but was told nothing could be done. My overall frustration stems from feeling pressured and taken advantage of, especially as a 58-year-old returning to the gym after years. I hope for a resolution or credit, as the total costs were approximately $[redacted], excluding the upcoming annual fee. I believe clearer communication, slower explanations, and proper gym introductions should be standard practice for the staff.

I have been attending aqua aerobics at LA Fitness on 49th Street in Hialeah, FL for four years now. Recently, the water temperature has been consistently cold, despite our complaints to the manager. They claimed a new unit was installed, but the water remained chilly, with no warm water coming from the jets. Despite being told the temperature was 84 degrees, it felt much colder. We were advised to go to the Doral location, which is inconvenient due to traffic and distance from our homes. When the employee checked the temperature, it seemed unreliable as he barely submerged the thermometer in the water. We all agree the water is too cold, causing health issues. We are seeking a resolution to this ongoing problem.

My spouse signed us up for a membership at Port Orange LA Fitness, opting for the VIP privilege package at $[redacted] annually. Initially, we assumed that with this package, both my relative and I could access the gym facilities without my spouse accompanying us each time. However, after realizing this was not the case, I approached a representative at the Port Orange branch to address my concerns. All I am seeking is to modify the membership status to individual ones, not a refund. Regrettably, I was informed that changes to the plan are not allowed. I am perplexed as to why this adjustment cannot be made, as all I wish for is separate memberships. The registration took place on January 2nd, and today I was notified that a refund is not an option due to the 30-day policy. I am unsure if this is correct. Any guidance would be appreciated. Thank you.

As a truck driver who spends most of the week in Lancaster, PA, I frequently visit LA Fitness in the evenings to work out. However, after not being there for a couple of weeks, I found my locks cut off and my belongings, including sneakers, sandals, and cosmetics, missing. When I approached the front desk for assistance, they were uncooperative. It is concerning that my belongings were stolen despite the front desk having bolt cutters. This situation is unacceptable, and I should not have to experience theft and lack of support at the gym.

I purchased a membership that was supposed to allow me and a guest access to ANY LA Fitness location in Pennsylvania. Recently, I visited the new club in Broomall, PA, only to be informed that I needed to pay an additional fee because it was a "signature" club. I have been a member on and off for 10 years and have always preferred this gym over others. I am disappointed that the rules seem to have changed, especially for a club that I have previously recommended. While I understand exclusions for certain areas like the HIIT studio, I expect to be able to use the facilities like I do at other locations. The way I was treated by your staff was upsetting, and I am now considering taking my business elsewhere. This situation has let me down.

I would like to share some concerns regarding the machines at L.A. Fitness, where I am a member. For the past 9 months, certain machines have consistently not been working properly. Despite bringing this matter to the staff's attention multiple times, it has not been resolved. Additionally, the bathrooms are consistently unclean and lack essentials such as hand sanitizer, which is concerning given the current health situation. Many other members share these frustrations. Furthermore, I have noticed discrepancies in pricing for the three memberships I hold, which is not what was initially promised. While I continue to pay my dues, I am disappointed by the lack of maintenance for the equipment and the absence of basic supplies like toilet paper.

To Whom It May Concern: Today when I went to work out at the Whittier facility, I was shocked by the EXTREMELY LOUD SPEAKERS blaring music. The front desk employees couldn't even hear me over the noise. When I asked to speak to the manager, I was informed they were not available and I was directed to the person in charge for the evening, identified only by their first name. Unfortunately, the individual in charge mentioned they had run out of business cards and couldn't provide me with one. It was so loud that I had to leave the gym with a severe migraine instead of enjoying a healthy workout. I was informed they were playing loud music due to a promotion authorized by the Vice President which I found hard to believe. It's concerning that a health club would expose its members to such unhealthy conditions. I've been a member for years, and in the past at other facilities, managers have apologized and lowered the volume when music was too loud. Today, there was no effort to address the issue. It may be time to review the management and staff at this facility. I hope steps can be taken to ensure the health and safety of all members. Best Regards, Maria

My sister, Elizabeth Taylor, and I have been members of this club for over 20 years when it was previously known as Ballay's. We both hold lifetime memberships. Today, on Monday, February 17th, we had a distressing experience at the Laurel Maryland club with the front desk personnel, Bernita. We swiped our cards around 3:15 pm as usual, but Elizabeth was asked to return to the desk to update her expired annual payment. Despite offering to pay with her credit card the next day, Bernita rudely insisted she leave immediately. Despite our routine of receiving email reminders for payment, Bernita was unhelpful and threatened to involve the police when Elizabeth insisted on working out that day. I was already exercising when informed, and shortly after, police officers arrived and escorted me out due to Bernita's complaint. After more than two decades of dedicated membership, this treatment was humiliating. We are contemplating canceling our membership and seeking legal advice on this matter. We hope to receive a prompt response. - Ruth and Elizabeth Taylor

I had an unfortunate experience at LA Fitness in West Orange, New Jersey, where my friend's photo ID went missing after she left it at the front desk while using a guest pass. Despite being assured that the ID was with the manager, it was not found when I returned the next day to retrieve it. The General Manager, Darryl, was unhelpful and stated it was not his problem. While accidents can occur, a simple apology would have sufficed. This incident has left my friend with a negative impression of the gym. As someone who has worked in the fitness industry, I know the importance of customer service, especially from a manager.