LA Fitness Customer Service Issues

I have been a member of LA Fitness for 14 years and I am very concerned about the lack of Covid-19 mask enforcement at the LA Fitness located at [redacted] N. Scottsdale Rd, Scottsdale, AZ. There seems to be an increasing trend of members not wearing masks properly at this location. Yesterday, on 9/16/20 around 5:30 pm, I observed 10 members without masks covering their mouths and noses. While they had masks on their chins when entering, there is a serious lack of compliance once inside. Despite signs mandating masks, the staff does not enforce it effectively. I urge LA Fitness Management to take the mask mandate seriously by monitoring and reminding members regularly. Failure to wear masks properly not only violates safety regulations but also puts the entire community at risk. It is crucial that LA Fitness addresses this issue promptly to ensure the well-being of all members. Thank you for your attention to this matter.

I am a member at LA Fitness in Cuyahoga Falls, Ohio. Concern 1: There have been incidents where female employees enter the men's locker room to clean while I am undressing, which is unacceptable. Management should not allow females in the men's locker room. The female staff are not to blame; they are efficient and follow instructions. It would be more appropriate for male employees to clean the men's locker room when needed. If this continues, I will contact the health department and local TV station as a last resort. Concern 2: The self-service disinfectant spray bottles have been moved to the back of the facility, making it inconvenient for guests to use them and increasing the risk of spreading Covid-19. I urge the facility to move the bottles back to the front desk for easy access and encourage everyone to disinfect equipment.

To Whom It May Concern, I signed up with LA Fitness on May 23, [redacted], located at 7th Street Camelback, Phoenix, AZ [redacted]. Despite being close to my location, I was unable to immediately start using the facilities due to an ongoing health issue, planning to join once it improved. Rich, the manager, assisted me in signing up, and shortly after that, the gym closed temporarily. After several months of no communication due to the pandemic, I noticed unauthorized charges on my debit card on June 23 and September 4, totaling $88.60. The original membership fee was $[redacted] paid in cash. When I contacted Mr. Cyrus on September 18, he was unhelpful, refusing to refund the full amount or address the closure and subsequent charges made without notice. Unfortunately, my health condition has not improved, requiring me to pause my membership until further notice. I respectfully request a refund of the $[redacted].00 I was wrongly charged. Thank you, Melissa K.

I was an active member at the LA Fitness in my area and had a personal trainer. Unfortunately, due to the impact of COVID-19, I had to stop working as my parents both contracted the virus. This has left me unable to afford my personal training sessions, as my financial situation has been strained by focusing on bills and school expenses. The cost of my personal training is $[redacted], which I can no longer manage with my current budget. As I am also concerned about my parents' health, I do not plan on visiting the gym in the near future and have been trying to find a solution with LA Fitness, but they directed me to contact their main office. Any assistance would be greatly appreciated.

I sent a written confirmation of our membership cancellation for SAM membership under E.J., contract # F[redacted]9 on August 7th. However, we were billed for another month after that. The contract specifies that a cancellation notice postmarked at least 5 days before the next Billing Date should result in no further dues billing. Our Billing Date is the 23rd of the month, so the notice was mailed within the required timeframe. I want to make sure our membership has been successfully cancelled and request a refund for the last payment as outlined in the contract.

Dear LA Fitness Customer Service, I am writing as a member to address some concerns regarding my home club, Burien Fitness. Due to the COVID-19 pandemic, the club was closed for a while. Even after reopening, the swimming pool and sauna facilities remained unavailable, with reduced operating hours that do not align with my schedule. Despite these limitations, charges continue to be deducted from my bank account. I am requesting refunds for the following charges: - August 19, [redacted]: $53.90 for the Annual Fee - August 19, [redacted]: $21.99 - September 14, [redacted]: $21.99 I have called my home club to freeze my membership until the club operations return to normal, allowing access to the swimming pool and sauna facilities. I have attached screenshots from my credit card statement showing the charges in question. I kindly request your assistance in processing these refunds promptly. Thank you for your attention to this matter. Sincerely, Tuan Nguyen

Dear Sir/Madam, I am writing to inform you that our company recently became a member of your organization with four individuals joining last week. During our discussions, we explored potential business opportunities to provide membership benefits for our employees in Edmonton and other provinces. Unfortunately, an incident occurred yesterday around 6:25 pm where we felt the fundamental values of customer service, professionalism, and respect were not upheld. We have spoken with Mr. Andrew Wade about this issue and while we are considering terminating our membership and prepaid sessions with a Trainer, Mr. Wade assured us that measures would be taken to prevent a recurrence. However, we kindly request that Ms. Carolina Guido, the Trainer involved, not be in contact with us moving forward as we are uncomfortable with the situation. I am available for further discussion at your earliest convenience. Please reach me at [redacted] or directly at [redacted]. Thank you for your attention to this matter. Sincerely, Jonathan Cruz President North American Region

Dear LA Fitness Customer Service, I am reaching out to address a recurring issue with my membership cancellation request not being processed correctly. Despite my efforts to inform you about my situation, I am still being charged for a membership I am unable to utilize since I relocated to Europe in April due to the Covid-19 pandemic. I previously reached out via email, and although I was told that my information could not be located in your records, I am still being billed despite being overseas. I attended the LA Fitness location on Hollywood Boulevard in Los Angeles, CA, and later enrolled at the Natick, MA Sherwood Plaza Shopping Center location. My mother, ANAHA CABEZAS CAMPO, is currently handling the payments. She has already canceled her membership in [redacted]. We initially joined through a friend, Carmen Gonzales, who has also discontinued her membership with LA Fitness. Please assist me in resolving this matter urgently by canceling my membership and ceasing any further charges. You can reach me at my email address, [redacted]. Thank you for your prompt attention to this issue. Sincerely, ARATZ ZUAZO CABEZAS

I cancelled my membership in August [redacted] through email after being unable to contact the club by phone. I'm requesting the $[redacted].47 that was withdrawn from my account on October 19, [redacted] to be returned immediately. I spoke with a receptionist about a call back from an alternate manager named "Jeff," but did not receive one. I am now reaching out to the head office and BMO bank to dispute these charges if not resolved promptly. I expect to hear from a manager capable of issuing a refund today. -Heidy T. [redacted]

Dear Andrea and/or alternate manager, I am following up on the cancellation of my membership initially requested in August [redacted]. Despite our discussions and my written notification, a total of $[redacted].47 was deducted from my chequing account on October 19, [redacted]. These amounts must be promptly refunded today. Failure to do so will leave me with no choice but to pursue legal measures to resolve this issue. I was assured a callback from an alternate manager named "Jeff" earlier today, but after waiting the specified 20-30 minutes without a response, I called back to no avail. The receptionist, who declined to provide her name, informed me that Jeff was in an "interview" and would contact me afterward. I am concerned about the lack of timely communication and cooperation. I have also reached out to your head office for assistance and have contacted BMO to dispute these charges if necessary. I expect a prompt refund from a manager with the authority to address this matter today. Thank you, Heidy T. [redacted]

As I entered the basketball court donning a mask, I was disappointed to find it crowded with no available space to play. Despite paying for gym access primarily for the basketball court, I noticed a lack of compliance with the posted signs and social distancing measures. To my surprise, a gym staff member interrupted my time on the court, threatening my membership. I had followed all safety protocols by wearing my mask, but the unusable ziptied rims limited my activities. This encounter has left me frustrated, especially after being a member for six years. I am seeking a resolution to this issue; otherwise, I may have to consider canceling my membership. I intend to report the behavior of several staff members at LA Fitness in Stoughton when I contact the gym.

I recently emailed to cancel my personal training within the required timeframe. Unfortunately, due to my commitments to nursing school and limited work hours, I cannot afford to continue at this time. I sent the cancellation email promptly, two days after signing the contract, as per the three-day cancellation policy. I attached a photo of the email for proof to Hannah at [redacted], but she claims she did not receive it, which I find hard to believe as I can see the attachment myself. I am disappointed by the lack of response and refund. If it is not resolved, I may have to escalate this matter to the BBB and potentially the State Attorney General.

I am a member of LA Fitness and appreciate my membership. Previously, I enjoyed a senior yoga class at a different gym led by Vickey Merrick. Since that gym closed, Vickey mentioned she is waiting to be called back to work at LA Fitness in Melbourne FL. Many seniors, including myself, would love to see her lead her special yoga class again. The club managers informed me that they do not handle the hiring of fitness instructors and suggested I reach out to the corporate headquarters. Please reconsider hiring Vickey back as it would mean a lot to us seniors. Thank you for taking this into account. Fred R., LA Fitness member in Melbourne FL.

Hello, I am a member of the Bathurst and Rutherford club in Vaughan, ON, Canada. After the closures and re-openings due to Covid-19, new protocols were put in place. Now, there is a strict one-hour time limit for workouts, which has been frustrating for many members including myself. I have been a long-time gym-goer and having my workout limited to only an hour is affecting my routine and stress relief. I attempted to book an additional hour but was informed this wasn't possible. I believe that members paying for their memberships should have the flexibility to exercise for longer if they choose. The current restrictions do not specify a time limit according to the Covid-19 response framework for Ontario. I believe changes are needed to accommodate dedicated members like myself who value longer workout sessions. Thank you.

I have recently noticed that my account was charged for October and November [redacted] gym fees. I have not visited the gym since January or February due to Covid-19. I contacted the gym and they have frozen my account for the next three months. However, I would like to request a refund for the charges from October and November since I have not been able to use the services as a high-risk individual. Additionally, I have been unemployed since March 23rd, [redacted], and cannot afford these charges. I would appreciate any assistance or guidance on how to proceed in this matter. Thank you, H. L. Brooks

I signed up for personal training at LA Fitness on 11/17/[redacted]. I was informed that I had 72 hours to cancel and that I could do so by visiting the club. Within the 72-hour window, I decided to cancel the personal training services. I contacted the club, and although I had an appointment to cancel when I arrived, the person I spoke to previously was not there. Despite this, I was reassured by the original staff member that my cancellation request would be honored even if I couldn't make it back that day, as it was noted in the system I visited within the 72 hours. I'm reaching out to confirm that my personal training membership will be canceled without additional charges. For any further inquiries, please contact me at [redacted]. -Christian S.

I am no longer a member at the Newmarket Ontario location and do not want to rejoin. During a recent reservation, I selected "rest of club" assuming it meant access to the floor equipment, not just cardio machines. Despite expressing my preference, I was directed to use the cardio equipment, which I already have at home. When I reiterated my choice for "rest of club" the next day, I was still restricted to a lightly equipped room. The staff member, Alexia, explained that the option didn't include what I thought. I suggested clearer reservation options, and when I insisted on using the main floor equipment, she promptly canceled my membership without attempting to find a compromise. I did not appreciate her attitude and lack of flexibility. I do not wish to rejoin and believe that employees like her should not handle customer interactions.

I terminated my subscription with La Fitness several months ago, but I have continued to be charged for over six months despite not using the services. I am seeking a refund for at least a portion of these charges, or, ideally, ensuring that the subscription is properly canceled from my credit card. I have limited internet access, which is why I am only addressing this matter now. I hope to return to the gym in the future, but due to financial constraints resulting from Covid-19, these unexpected charges are causing significant setbacks for me. I urgently seek your assistance in resolving this matter.

The customer service hours you provided are inaccurate for me as it is currently 2:20pm EST, but the recording states you are closed. It would be helpful to specify the working hours clearly. I noticed that I have been continuously billed for my LA Fitness membership even during the closure of my local branch. Upon reopening, I have observed that I am being charged more than double the usual membership fee. I am seeking refunds for the excess charges and would like to cancel my membership moving forward.

I am disappointed with the cleanliness of the gym in Lansing, IL. At 5:00 am, weights are scattered all around, indicating a lack of organization. Despite the mask-wearing and temperature checks, it seems cleanliness is not a priority. Members, including myself, are raising concerns about this issue. I suggest the staff prioritize racking weights before closing. A surprise visit from corporate at 5:00 am might shed light on the situation. While I can understand some mess in the evenings, early mornings should not have unorganized weights. Please address this promptly.