LA Fitness Customer Service Issues

Hello, I trust you are doing well. I have been a member of LA Fitness for over two years, and I am surprised by the lack of quality support provided to your members. Three days ago, when I tried to enter the gym, I was informed that I had not paid my "dues." The amount requested ($52) was higher than my agreed upon $30 monthly fee, and I was left puzzled. The staff member was unable to explain the additional charges I was facing. I was directed to the appropriate area for assistance but felt neglected as I waited for over an hour without any resolution. My attempts to contact the company by phone have also been unsuccessful. I am disheartened by this experience and hope for a resolution to compensate for my time and frustration. Upon reviewing my payment history, I noticed I have consistently paid $48 monthly instead of the agreed $30. I am open to adjusting my membership, but I cannot pay the extra amount I am being charged without clarification. Thank you.

My name is Yuselis Denis. I have put my membership on hold due to the pandemic because we are not going to the gym at all. They keep charging me as if I am going every day. I spoke to the billing coordinator, Anthony, at the home store, and he rudely informed me that they do not have that policy. I requested at least a credit for July, but he replied, "I am afraid that I cannot do that." I explained that we are not going by checking the visits, and he replied, "Sorry ma'am, but you need to cancel before we charge your card again." This is a bad time to act this way as everyone is issuing refunds to members. I have been a LA Fitness member for over 10 years, paying more than actually using the facility. This behavior is unacceptable. As a coordinator, he was not willing to assist, displaying horrible customer service and rude communication.

My name is Gene H. I have been a member of LA Fitness in Bonita Springs, FL for almost 12 years. Recently, they transitioned to the "Esporta" brand. Esporta is offering memberships for $9.99 per month with a one-time initiation fee of $99 and a yearly maintenance fee of $45. Currently, my LA Fitness membership costs me $37 per month. When I inquired at the Bonita Springs club about switching to the Esporta brand to take advantage of the lower rates, I was informed that I would need to cancel my LA Fitness membership and wait 30 days before signing up again under the Esporta brand. This delay seems unreasonable. All LA Fitness members like myself should be able to switch without a waiting period. If there are fees involved, that's understandable, but a 30-day waiting period is unacceptable. I can be reached at [redacted]. I would appreciate it if a representative from Esporta in Bonita Springs, FL could contact me to facilitate the switch.

I am an employee at LA FITNESS in Farmington, CT. My name is Chris Maratta, and I have been on medical leave due to health issues. I am currently living with my high-risk parents, and the state of CT is evaluating whether this affects my ability to return to work. I have already sent medical documentation to our club's VP stating that I am under treatment until July 31st. I am reaching out to ask if there is any additional information needed from me or if the current documents suffice. I have been attempting to contact a representative over the phone but haven't been successful, so I'm reaching out through this platform as well. Please respond promptly so I can proceed accordingly.

Today at the gym, I witnessed a man with a significant and visibly bleeding cut on his forearm that appeared to require urgent medical attention like a bandage or stitches. I found it concerning that despite the injury being easily noticeable, the front desk staff seemed unaware and not proactive in addressing the situation. On Sundays, there are typically multiple staff members at the desk, but I took it upon myself to bring the issue to their attention. Given the current circumstances with the ongoing virus, I felt compelled to report this incident for the safety of all gym members. This took place at the Towne Lake La Fitness Gym in Woodstock, Ga. [redacted].

Due to the pandemic, I attempted to cancel my LA Fitness membership, but due to club closures, I was informed that my account could only be frozen. Given my job loss and financial strain, freezing the account was not a suitable solution. Unfortunately, a month later, an unexpected charge depleted my remaining funds, leaving me in a difficult financial situation. To remedy this, I recently worked a freelance job, earning $30, only to have the majority of it deducted by another charge from LA Fitness. I am urgently seeking to permanently cancel my membership and receive refunds for the last two unauthorized charges.

I visited the pool for my swim but found the center lane closed due to COVID restrictions. I had to wait for 15 minutes to swim. While swimming, a man without a mask entered the closed lane. I informed him it was closed, but he insisted on swimming. When I informed the front desk, they asked him to leave, but he refused. They even removed the closed sign. As I finished swimming, the man stared at me as I rinsed off, then mocked me as I left. Despite reporting the harassment to manager Ulysses, no action was taken. It's concerning that LA Fitness failed to enforce their own rules. This incident occurred between 3:30-4:00 on 8/15 at Barracasa on Palmetto Park Road in Boca Raton. The man harassing me was a big bald guy with a heavy Russian/Polish accent. It's disappointing that as a senior member of over 10 years, I faced this situation. The gym needs more responsible staff, and the corporate phone number provided was invalid.

On August 8, [redacted], I had a negative experience with an LA Fitness GM at Pembroke Pines, FL. The membership offer presented by Mr. Diego Morono seemed too good to be true - $[redacted] down and $7.99 per month for a three-year contract. However, when I checked my email, I discovered I had been charged $[redacted] plus tax, totaling $[redacted].20. Feeling deceived, I cancelled the deal at a different branch. I've shared my story with friends to warn them. Mr. Morono never provided written confirmation of the deal, and it turned out to be a costly mistake. I will not be returning to LA Fitness due to this unsettling experience.

Subject: Concern Regarding Face Mask Policy at Houston Signature Club I would like to address a concerning observation at the Houston Signature Club located at [redacted] W. Holcombe Blvd in Houston, TX. Despite the current Executive Order by Governor Greg Abbott requiring face masks to be worn properly, I have noticed a lack of adherence to this policy at the club. While masks are mandatory for entry, many individuals are not wearing them over their noses as prescribed in the order. This includes staff members, such as the front desk personnel, who are sometimes seen wearing masks incorrectly. According to medical experts like Dr. Jason Knight from Houston Methodist Hospital, gyms are high-risk areas for virus transmission due to increased respiratory activity. To ensure the safety of all members, it is crucial for the club staff to conduct frequent checks on mask compliance and take immediate action if individuals fail to follow the Executive Order. Utilizing announcements via the PA system can also serve as a reminder for everyone to wear masks correctly. By reinforcing proper mask protocols, we can collectively contribute to preventing the further spread of the virus. I urge the organization to uphold these safety measures diligently. Thank you for your attention to this matter. Sincerely, Dawn M. K.

August 19, [redacted] Alberto Martinez [redacted] Rabun Rd. Morrow, GA [redacted] Subject: Membership Cancellation Request To Whom It May Concern, I am writing to request the cancellation of my membership. Approximately two months ago, I had requested for my account to be "frozen" due to my work schedule from Monday to Saturday, 6 AM to 8 PM. Unfortunately, I was informed that I could only cancel my membership in person during certain hours when manager Kelly was available at the club. As all jobs are equally important, I find it unreasonable to have to go through such lengths to terminate my membership. Despite requesting a freeze on my account, I was charged in full for the months of July and August. Manager Kelly at LA Fitness Morrow, GA proved unhelpful, and I suggest considering a more customer-friendly replacement for her position. I urge for better treatment of members in the future. I do not have my account number, but I kindly request that no further charges be made to my account. Sincerely, Alberto Martinez [redacted]

Last Saturday, August 15th, I enrolled in the personal trainer subscription with an initiation fee of $[redacted] and a monthly fee of $[redacted]. Unfortunately, on Monday, August 17th, my Dad's hours were reduced due to COVID-19 impacting his restaurant's sales. Additionally, as I prepare to join the Air Force, my recruiter advised me on Wednesday, August 19th to have a complete knee evaluation, costing $[redacted]-$[redacted] due to insurance limitations. Given these unforeseen circumstances, I'm unable to sustain the La Fitness personal trainer program due to financial constraints. I kindly request to cancel my subscription promptly.

My 17-year-old son, N.B., signed a contract with LA Fitness in Stuart, Florida, in either October or November of [redacted]. He was 16 years old at the time. LA Fitness charged him a $[redacted].00 annual fee and has been deducting $21.99 monthly. As his father residing in Tampa, Florida, I was only made aware of this recently. Due to COVID-19, his part-time job was lost, and LA Fitness resumed charging him after Florida businesses reopened. This caused his bank account to go into overdraft, with fees accumulating. Florida law requires individuals to be 18 to sign a contract, otherwise, a legal guardian's approval is needed. I ask for LA Fitness to refund the annual and monthly fees charged. I prefer settling this matter directly without legal involvement to ensure compliance with the law. LA Fitness can use this situation to improve staff training on legal requirements. Contact me at [redacted] if necessary. Thank you for your assistance. Wael B. Date: 08/26/[redacted] Time: 12:34 PM.

I encountered a harassment issue at LA Fitness Brant St in Burlington, Ontario. On Tuesday morning around 7:30 am, a male Asian individual outside the pool area persistently tried to get my attention while I was about to enter the pool. Despite my attempts to ignore him, he continued yelling and rapping on the glass. When I chose to shower in the main area due to faster warm-up times, he yelled at me about shower rules posted by LA Fitness. Being a member since the Appleby location opened and at 74 years old, I found this behavior unsettling. Additionally, this person lives in an RV parked in a way that inconveniences other members. I reported the incident to a staff member, who mentioned previous complaints about the individual scolding members. I believe he should be banned if this behavior continues, especially given potential mental health concerns. Action is necessary to ensure a safe environment for all members.

I have been a satisfied LA Fitness swimmer since May [redacted]. I paid for two years upfront, so I have the third year free. That's a loyal customer you should want to keep. In July [redacted], I signed up for fitness training, but my son, a physician, advised me to cancel due to my heart condition. I promptly contacted LaFitness at Covington Highway, Atlanta, via phone and email to explain and cancel, and they confirmed the cancellation. However, I was surprised to find out in July [redacted] that my card was still being charged $[redacted] monthly. Despite reaching out multiple times, corporate has not addressed the issue. Due to personal circumstances, I am unable to visit in person, and I request an 11-month refund (excluding the first month). Please contact me at [redacted]. I may seek legal counsel if necessary. Your prompt attention to this matter would be appreciated. Thanks, Roseclaire B.

I was eager to finally return to the gym today after months away. My membership is at the Howell, New Jersey location. During my workout, I noticed several younger men were not wearing their masks properly and were neglecting to clean the machines after use. When I raised this issue with a staff member claiming to be the manager, he assured me that health measures were being monitored regularly. However, I did not witness any enforcement during my time there. With four employees present, it seems crucial for at least one to be dedicated to ensuring safety guidelines are followed as required by the state. This experience left me disappointed, and I left without finishing my workout. I plan to express my concerns with LA Fitness in Howell, NJ, and explore other local gym options that may prioritize safety measures better.

My name is John Coldiron. Money was deducted from my account which was supposed to be closed a while ago. Despite my attempts to bring this to their attention, no one has addressed my concerns. I am owed a refund of approximately $32. I'm hesitant to go there again until this issue is resolved. I live with two elderly individuals and can't take any risks. You can reach me at my new number, [redacted]. Please rectify this situation promptly.

During my recent visit to LA Fitness in metro Detroit, I noticed that around 50% of the guests were not wearing their masks properly. Many were either wearing them on their chin or below their nose. This can lead to a higher risk of infection spreading in the air and on equipment, creating a less safe environment. I have already discussed this issue with the manager, as the current lack of staff to remind guests to wear their masks correctly may cause the situation to worsen. While wearing a mask correctly during the workout may be challenging, I believe it is essential for everyone's safety during these challenging times. Despite the availability of disinfectant bottles for equipment, I urge LA Fitness to enforce a standard policy on mask-wearing to ensure a safe workout environment for all guests and staff. I am open to any solutions to address this issue. Thank you, Phyllis.

During my visit to LA Fitness in Alpharetta, GA, located on Windward Parkway, I encountered an employee named Andre Walker. He was extremely pushy and did not respect my boundaries as a guest. Despite repeatedly informing him that I was not interested in a membership due to financial reasons, he insisted on collecting my information and even suggested I ask my parents to pay for it. This experience left me feeling harassed and uncomfortable. After my workout, he persisted in pressuring me to join, calling me a few days later as well. This behavior was unacceptable, especially considering my struggles with anxiety. I felt compelled to share this feedback to prevent others from experiencing similar treatment at the hands of Andre Walker at LA Fitness.

I had a terrible experience with the customer service at a new Hyde Park location. On 9/1, I contacted LA Fitness to freeze my session temporarily due to a knee injury. I sought the best solution for my situation, but the personal trainer manager, Kam, was extremely rude. Without my consent, he canceled my training and failed to follow up on my case. He dismissively mentioned he didn't have time and just canceled my training. As a long-time valued customer, I feel mistreated and unimportant. This entire situation feels like a scam, focusing only on money. I'm disappointed with the lack of care from Kam and the overall customer service from LA Fitness. I wish to escalate this issue to resolve it effectively. The way LA Fitness trains its employees and the customer service I received is dissatisfying.

I canceled my membership last month due to the pandemic. The membership was suspended for several months at no charge. I called to cancel it completely and was informed to fill out a form online and mail it in. I requested to change to the $10 suspension until I confirmed the form reached corporate. Despite being told I had until October's billing cycle, I was charged in September. At 62, I am concerned about using the gym currently. I prefer classes over equipment. I am upset about the erroneous charge and plan to dispute it with my bank. I hope this can be resolved promptly to avoid negative feelings about returning in the future when the situation improves. Thank you, B. Gold.