LA Fitness Customer Service Issues

I need help with receiving my paycheck and accessing my employee account. I was furloughed back in March during the initial shutdown, but the company mistakenly marked me as having quit even though I never formally resigned. Communication from management has been sporadic. I was rehired at Esporta Vista on November 4, [redacted]. Due to some complications from my previous employment, there have been system issues that management is working on resolving. Despite this, I have been working from November 4 until the COVID shutdown on November 12.

I canceled my husband's account in March and requested a full refund for my 13-year-old grandson, whose unauthorized account was charged twice - once for my husband's starting fee and then for my grandson. My grandson's account has been closed, but I still haven't received the reimbursement for the charges and monthly fees as promised. Recent bank statements show that I have been charged monthly for both my account and my husband's account, which is unacceptable. There have been ongoing fraudulent charges since the beginning of the year. While my daughter is suggesting legal action against the Springfield Town Center branch in Virginia, I simply want this issue resolved promptly and a full refund returned. As an elderly woman, I am frustrated with the constant charges, especially for my husband who is high-risk and unable to use any gym facilities as I had mentioned clearly in March [redacted].

I believe my cell phone is at LA Fitness, MarqE Silber Center in Houston, Texas. The Find My iPhone app shows it moving on the premises. The security guard, EJ, mentioned the phone may be inside the club. Can someone at the location notify them I will pick it up as soon as I can? LA Fitness opens at 5 AM, but I might not be up by then. My contact numbers are [redacted] and [redacted], while the lost phone is [redacted]. Thank you, Dena Sacks.

Back in July, I requested a freeze on my membership due to the pandemic, and it was supposed to last until the end of the year. However, you started billing me again prior to the agreed-upon time. Despite emailing twice on 12/15 and 12/17 to [redacted], I haven't received a response yet. I am still not prepared to return and would like to request another freeze. I may have to cancel permanently if this issue is not resolved. Unfortunately, I misplaced my LA Fitness ID, so I am unable to provide my number at the moment. Diane L. [redacted] Palm Blvd [redacted], FL [redacted]**

I haven't used my membership at all since I signed up. I primarily joined for the sauna and hot room, not for the pool or hot tub. Canceling my membership has been challenging because I don't have my membership number handy. I feel like I have been paying for a service I haven't utilized, and it seems there's no way for you to verify my lack of activity with the membership.

I reached out to LA Fitness at the end of November because my membership had been on-hold for several months, but I received a bill. The LA Fitness representative assured me it would be removed. However, with my Visa payment due in 2 days, the charge is still on my account. I pay my bill monthly and would like to avoid late fees. Unfortunately, I am unable to visit the facility as the doors are locked due to Covid-19. Any guidance on this matter would be appreciated. Thank you, L. K. Membership ID: [redacted]

I joined the LA Fitness club at [redacted] Montgomery Rd., Symmes (Cincinnati) Ohio on a month-to-month basis on September 28, [redacted], with no annual contract. During a promotional offer, I was informed that I would pay for the first month (October), last month (January), and a $26.27 fee. However, upon cancelling my membership after the December billing, I noticed an unexpected annual fee of $52.82 on my credit card. I kindly request a refund for this charge. During the winter, I reside in another state where my condo complex provides a gym facility, so I only use LA Fitness upon my return. Over the years, I've utilized LA Fitness on a month-to-month basis, and when signing up for a 4-month membership, I was assured there would be no annual fee. I am appealing to have the annual fee billed on November 28 reimbursed to me. While I appreciated my time at LA Fitness for the partial year, I find it unfair to be charged an annual fee in addition to the upfront and final month fees I was originally asked to pay. Customer Trish Lee Member #f[redacted]6 [redacted] Green Arbors Lane, Cincinnati Ohio [redacted]

Due to the ongoing pandemic situation, my LA Fitness membership is currently on freeze. However, I have noticed that the billing for my personal training sessions has not stopped, and LA Fitness continues to deduct money from my account every month. I had requested for the personal training sessions to be put on hold due to the pandemic, and although they initially agreed to freeze it for 3 months, they have resumed billing without my consent. Given the current state of Covid in my county, I do not feel comfortable returning to the gym yet. I kindly request assistance in stopping the monthly billing until the situation improves, potentially until more people receive the vaccine. I may need to seek legal advice if this matter is not resolved promptly. I began my personal training sessions in February [redacted].

During my recent visit to LA Fitness at [redacted] SW 124th Ave in Miami, FL [redacted], I encountered a concerning lack of organization and safety. The gym was in disarray with dumbbells and curl bars scattered up to [redacted]-[redacted] feet away from the racks, posing tripping hazards. It was frustrating to spend 20 minutes searching for equipment due to the staff's negligence in maintaining order. Witnessing a 20-pound dumbbell left unused far from its pair on the floor was particularly alarming. I travel extensively and have never encountered such a poorly managed and hazardous gym. I even took a video to illustrate the chaos. I've frequented several other LA Fitness locations, and this level of disorder does not align with their usual standard of cleanliness and upkeep. Thank you for addressing these concerns. -Marcus B.

I am curious about the mask policy at LA Fitness, specifically at the Marque in Houston. During my recent visits, I have noticed that mask enforcement seems lax. Yesterday, on Martin Luther King day, I observed an employee who was not wearing a mask while assisting a potential member. This employee, a white man about 5'8" - 5'9" with dark brown hair and facial hair, proceeded to work out without a mask and displayed a poor attitude when confronted. Despite being seen by other staff, no action was taken. I have seen this same employee today around 2pm once again without a mask. Are the mask requirements only enforced selectively? Additionally, the staff at the snack bar seem to inconsistently wear masks, with Jared Jerkins wearing his below the nose and between the lips.

I phoned ahead to inquire about signing up for a Zumba class, and was told I could arrive 15 minutes early to register by the girl who answered the call. When I arrived early as advised, a different staff member informed me that I would need to return to sign up. Despite the fact that only one girl was working, she denied speaking to me earlier. I made sure to ask specific questions beforehand, only to be misled. Upon trying to contact the club later, the same girl answered and attempted to connect me to the person I needed to speak to, but the call was unsuccessful after four tries. This experience was disappointing as it lacked proper customer service and honesty regarding the club's policies.

This is my fourth complaint regarding the same issue and individual. I have contacted LA Fitness Corporate regarding employees not wearing masks, specifically one named John Goode. Despite assurances from two corporate representatives that they would address this with the operations manager, the problem persists. John Goode, easily identifiable by his blue long sleeve shirt and khaki pants, consistently disregards mask protocols, setting a bad example for others like Jared Jenkins who wears his mask improperly. The inconsistency in enforcing mask rules, especially among minority versus white employees, is concerning. Despite promises of follow-up today, January 27, [redacted], I have not received any feedback. It appears that the management at this gym, located at the Marquee, [redacted] Katy Fwy [redacted], Houston, TX [redacted], is failing to uphold company policies effectively, leading to a decline in the gym's quality. I fear my concerns will be overlooked, allowing irresponsible behavior to continue unchecked.

The Bridgeville, PA location is facing numerous health and safety violations. Instances include four players in the racquetball court without masks, people removing "do not use" signs from treadmills, members running without masks, and staff not addressing issues promptly. This behavior is unacceptable; I believe management should address these concerns immediately to prioritize members' safety. If these violations persist, I may need to report them to the health department in the future.

I have a membership that I paid for the entire year at a facility in South Windsor, CT. I absolutely love the gym, but we haven't had access to the sauna or hot tub for a year. It's been said that the coronavirus is destroyed with heat, just like when a fever helps the body fight off infections. Saunas and hot tubs help cleanse the body and could be beneficial. Connecticut's positivity rate for the virus is only at 1.5%, and restrictions are easing up. I don't understand why we can't have a few people in the hot tub or sauna if temperatures are kept high. The entire gym is open, and even the pool never closed. It doesn't make sense. I would like to see the sauna and hot tub back in operation. If this isn't resolved, I may consider leaving the gym and seeking a refund.

Hello, I am Rick V. and you can reach me at [redacted]. I have noticed a pending charge of $29 on my bank statement for a membership I do not use due to unavailable racquetball courts. While I understand that the reactivation is automatic, I kindly request the cancellation of my account and the refund of the fee. Your prompt attention to this matter is appreciated, and I prefer not to visit the club in person for this request. Please contact me at your earliest convenience to confirm. Thank you. Rick

To whom it may concern, I am currently a member of your facility located in Akers Mill at [redacted] Cobb Parkway, Atlanta, GA, [redacted]. Over the past three weeks, I have contacted your staff four times, beginning on 3/9/[redacted] and concluding on 3/23/[redacted], requesting to speak with a senior staff member, but unfortunately, I have not received any communication. Despite being told that the district manager would reach out to me today, that has not happened. When I signed up, I was under the impression that a trainer would be available to me during the contract period at convenient hours, which is not the case currently due to the unavailability of trainers in my area. As a result, I would like to cancel my contract as you are not meeting the agreed-upon terms. I hope for a prompt response regarding the cancellation of my membership. Please find my contact information below. Best regards, Isak D. Phone: [redacted]

Upon my recent visit to LA Fitness last Thursday at the Hollywood El Centro location in Los Angeles, I was unexpectedly charged $68 for my membership dues for June and July. I found this puzzling as the gym was only open for two weeks in July and not at all in June. Furthermore, I had received an email offering a complimentary month in June when they briefly reopened. Despite these discrepancies, I paid the amount as I had waited in line for 20 minutes prior to entry, and the employee assured me that I could easily obtain a refund by calling the gym.

I recently returned to the gym after some time away and unfortunately lost my barcode. When I tried to check in with my phone number, a situation arose where a staff member wanted to verify my identity with my phone number and another individual intervened, insisting that I needed to present an ID. The way this person reacted to me and spoke to the staff member came across as hostile and racially charged. I felt disrespected as a Hispanic individual by this individual's behavior. While I understand the requirement of having an ID to access the gym, the manner in which this person addressed the situation was unacceptable. I hope that the gym staff can address these types of encounters and provide more clarity on their policies to prevent similar incidents from happening in the future.

Hello, Since leaving the USA and canceling my LA Fitness membership, I have been receiving unwanted emails from them asking me to re-join. The unsubscribe option in their emails is not functional. Despite my attempts to contact them via email and Facebook, I have not received any response. This ongoing issue violates my rights and has become quite bothersome. As a foreign diplomat currently residing in Greece, it is frustrating to continue receiving these emails from a club I am no longer a part of while being in a different country. I appreciate any assistance in resolving this matter. Thank you.

Dear LA Fitness Customer Service, I am writing to address an ongoing issue with my membership. Despite cancelling my LA Fitness membership and personal training in March [redacted], I have noticed continued charges for personal training totaling over $3,[redacted]. I have already reached out to the LA Fitness branch in Springfield, VA, where the manager, Derek, indicated that a regional manager would contact me, but I have not received any follow-up. As a long-standing customer, I am disappointed by the lack of response and support from LA Fitness. I have accumulated over [redacted] hours of personal training credits valued at $10,[redacted], which I am willing to forego due to the current situation. I have attached an Excel spreadsheet detailing the charges on my credit card that I believe are related to the cancelled services. I hope this matter can be resolved promptly as I have lost trust in the customer service provided. I will also be informing my friends and family about my experience to ensure they are aware of the situation. Sincerely, Luwanda J.