LA Fitness Customer Service Issues

Hello, My name is Ashley B., and my LA Fitness Membership barcode is: QRWGCFR6AZ3. I am currently facing challenges with the LA Fitness management at the Tech Square branch in Atlanta located at 75 5th St NW Ste E, Atlanta, GA [redacted]. I encountered issues with my student personal training program that was supposed to last for 6 months. Despite notifying LA Fitness when the period ended to ensure the payments ceased and the training was canceled, I discovered that I have been continuously charged $[redacted] per month for the last 6 months. I commenced the program on 11/7/[redacted], and based on my cancellation request in May, the payments should have stopped after 5/7/[redacted]. Following discussions with the manager, the membership is now canceled, and I received a refund for December. I have not utilized the personal training since May [redacted]. I request reimbursement for the period between 6/7/[redacted] and 11/7/[redacted] as I have not availed of any personal training sessions since 5/7/[redacted].

I need to renew my membership that expires on 11/22/21 but I'm requesting to postpone it until March [redacted] due to medical reasons. I have a hospital procedure scheduled in mid-January, and my doctor recommended waiting for a full recovery before returning to my workout routine. After contacting the local LA FITNESS office, the office manager advised me to reach out to the corporate membership service regarding this request. I appreciate your help and understanding in this situation. Thank you, Winnie H.

After receiving a text from an individual claiming to be a trainer, I contacted my local LA Fitness. They confirmed that no one by that name worked there. Upon questioning the individual, I received threatening messages and insults. After contacting the other location that they claimed to be from, I provided evidence of the messages and expressed the need to file a formal complaint. As a female-to-male transgender individual, I feel targeted based on my gender identification. I now fear for my safety at the gym as long as this person is employed there. It is crucial that actions are taken to address this issue promptly.

I have encountered numerous problems at the gym in the last three months, particularly concerning the failure to adhere to COVID-19 restrictions, especially in the pool area. I experienced harassment from other guests while in the pool. Additionally, my boyfriend's locker was incorrectly cut because another person mistook it for theirs, leaving his belongings vulnerable without a lock. Despite announcements being made, his wallet, car keys, and personal items were at risk of theft. The negligence of the staff is concerning, as is the fact that they did not offer to replace the lock. My boyfriend, who possesses a company platinum card, could have faced severe consequences if his items were stolen. After reaching out to the gym's General Manager and receiving no response, we are considering cancelling our membership without incurring any penalties. The lack of communication, security, and overall service has eroded our trust in LA Fitness, and we are exploring joining GoodLife despite the higher cost.

My experience at the LA Fitness in Riverside, CA ([redacted]) was frustrating. Despite being issued a 3-day guest pass online, the club refused to let me use it. I tried to visit to see how the facility was operating during the pandemic, as I had only used a guest pass in December of [redacted] and the pass was still supposed to be valid. It seems like the guest pass system, meant for advertising and generating memberships, is not being effectively utilized at this location. The on-duty manager on Sunday, 12/19/[redacted] at 8am, did not assist in resolving the issue.

I was unable to use the 3-day guest pass at LA Fitness in Riverside ([redacted]) that I obtained online. Back in December [redacted], I used a guest pass, but this recent pass indicated it was valid as long as I hadn't used a guest pass in the last 12 months. I simply wanted to assess any changes at the club since my last visit and observe the operations and attendance during the pandemic, as there were some issues two years ago. However, when I visited the club on 12/19/[redacted] at 8 am, I was not allowed to use the guest pass. It seems that the club and the on-site manager did not meet the objectives of generating memberships, introducing potential members to the facility, or enhancing public relations through this experience.

I am Walter S., a 40-year member, and I have been facing a recurring issue at LA Fitness in Wheaton, Maryland (Westfield Mall). Over the last two years, the pool water hasn't been changed, and lately, the water has been too cold to enjoy. I have addressed this with the facility manager, acknowledging possible staff shortages but urging for action, like maintaining the proper water temperature. I kindly request a response to my wife, Carmela S., at [redacted] since I do not use email myself. Thank you.

I am Parker S., a former member of LA Fitness in Cliffwood, New Jersey. In October [redacted], I cancelled my membership but discovered that my sister Gracie, who was supposed to be on a $35 monthly membership, was charged hundreds of dollars. Despite multiple calls to the location, the charges were not found until recently. I spoke with Nina, the operations manager, who was also puzzled. Recalling a free trial I took in Holmdel, New Jersey, where an employee set up an account against my wishes, I realized the issue stemmed from there. Nina discovered a dummy account without my phone number, which took her 30 minutes to locate, leading to the unauthorized charges. I urgently need to speak with someone about this situation.

I am a Lifetime Member at Bally's. I contacted the Corporate office prior to the Pandemic and they assured me that LA FITNESS was honoring all Bally's Lifetime Memberships during this time. Due to health issues related to my time in Vietnam, I hesitated but finally went to the Garden City L.A. FITNESS CLUB where I had been before. Unfortunately, on multiple occasions, they have refused to acknowledge my membership. Today, when I raised this concern with a Membership Representative, they outright dismissed the Corporate instructions and refused to honor my membership. Their response was quite unhelpful, as they suggested I take the matter up with the New York Attorney General.

I am a Canadian cross-border worker who has a membership at the Troy, Michigan location and purchased personal training sessions. Due to my schedule, I couldn't use all the sessions bought which led me to cancel to catch up and select a better package. Initially, I was told I had 30 days to use the sessions, but after discussions with the member service team, it was agreed upon that I would have 90 days to use them up. The process of manually adding the remaining sessions to my account should have occurred, but after 30 days, 15 sessions were removed from my account. I kindly request for them to be reinstated promptly. My details are as follows: Randy Decoutere, email: [redacted] Thank you for your attention to this matter as I have tried reaching out unsuccessfully in the past few days.

LA Fitness closed its gyms nationwide in March [redacted] due to COVID-19, except for Arizona locations. Despite attempted calls to Phoenix gyms and customer service, no response was received while still being charged full membership fees without access. A notification of gym reopening was only sent via email in November [redacted], requiring in-person cancellation. Offered a 3-month compensation for unusable membership, the customer seeks a refund for the 15-month period of billed but unused services. Phone records prove attempts to halt payments at the pandemic's onset, but LA Fitness insists on verification for freezing/cancellation requests. Requesting a refund for the full 15 months billed or the equivalent duration of compensation, the customer finds this stance reasonable. Looking for others who faced a similar situation with LA Fitness.

On Monday night, there were several clients smoking nicotine vapes at the Bird Road gym in Miami. I asked them to move away to smoke because it was affecting my health, and they responded with rude words and insults. The manager intervened, took me to the entrance, and explained that he couldn't tell them not to smoke, only to do it further away. He couldn't kick them out despite their insults, as he witnessed them continuing in front of him. I wonder, is the money these clients pay more important to the fitness center than the well-being of everyone at the gym? The insults were directed at me on Monday, but what guarantees that this behavior won't happen again? I need a response to decide whether to return to the gym or cancel my membership.

I have reached out to Steve Butler and Cesar Quintero but have not received a response in a week. I want to share my recent experience at the Cypress Creek location on Wednesday, June 15th. I went there primarily to check out the swimming pool. After the manager showed me around, we sat down, and he inquired about my past membership history. Despite explaining that I was mainly interested in swimming and using the pool, he veered off into a sales pitch. During this conversation, he made some inappropriate comments about the gym's classes being for "old people" and seemed skeptical of my gym routine. When I mentioned potentially joining as an add-on to my daughter's account but requested a pass to try out the facilities first, he was pushy and dismissive. His attitude didn't improve when I returned later that evening with a friend. The next day, when I came back for another attempt to get a pass, the manager was unhelpful, insisting I had previous passes which was not true. I find his behavior unprofessional and off-putting, especially considering I was a prospective member. I am disappointed by the manager's actions and his unnecessary contact with my daughter. I am also frustrated by the lack of consideration for honoring the week pass I was entitled to based on the gym's policy. As indicated on the pass, I am due a seven-day trial, and I am still waiting for this to be provided. I would appreciate your help in resolving this matter and ensuring I receive the week pass as promised. Thank you for your assistance. Vanessa W. [redacted] [redacted]

Subject: Concerns About Maintenance of Home Gym Equipment Dear Sir/Madam, I am writing to express my concerns regarding the state of the equipment in my home gym, which is in a severe state of disrepair. The number of broken machines is alarming, ranging from malfunctioning cardio equipment such as ellipticals and treadmills to benches with stripped pins that no longer adjust, and cable machines that have been out of service for months. The availability of dumbbells is also an issue as they frequently go missing from the rack. Given the amount we pay for membership each month and the reputation of the company, I believe that the members at our facility deserve better maintenance and equipment upgrades. It is concerning that maintenance personnel reportedly come from Canada and pandemic-related delays are being used as excuses for the lack of repairs. It is time to address these issues promptly and invest in improving the equipment in our facilities. I am specifically mentioning the concerns at the Port Jefferson location, but I have noticed similar problems at other locations I have visited recently, such as Centereach NY and Timonium MD. Despite Timonium being relatively newer, all locations are experiencing a decline in equipment quality and service. I urge you to take action to address these issues and provide a plan for improvement. Thank you for your attention to this matter. Sincerely, Michael P.

Necesito ayuda en español. Mi problema ocurrió hoy, 04/4/23, con la supervisora Joselyn del club ubicado en [redacted] W Beverly Blvd, Montebello. Llegué para firmar porque mi hijo mencionó que no lo dejarían entrar si yo no firmaba debido a su minoría de edad, que son nuevas reglas. Estuve esperando sin ser atendida y finalmente pedí ayuda para saber dónde firmar y expresé mi interés en hablar con un supervisor sobre las nuevas reglas. La señorita que se identificó como la supervisora respondió de manera muy grosera, negándose a ofrecer alternativas como una llamada o un mensaje para evitar tener que ir siempre a firmar. Hizo comentarios despectivos y mi hijo mayor intentó hablar con ella en inglés, siendo tratado también de forma grosera. Me sentí discriminada y necesito ayuda, ya que esta situación no refleja el trato que me prometieron al pagar la membresía. Espero una pronta respuesta para tomar una decisión al respecto, ya que esta situación no puede repetirse.

The employee at the Towson, MD LA Fitness named Tyler is extremely impolite. His behavior made me consider canceling my membership. He is unwelcoming and appears mean when he is around. I wanted to bring attention to the negative experience, and I might advise my daughter to terminate her membership too. I hope you address this issue to maintain your members, as his attitude is very off-putting.

I visit the LA Fitness on St. Lucie West Boulevard in Florida. Lately, I've been going less because of the bullying happening there. People claim machines by leaving their things on them, preventing others from using them. I encountered someone recording themselves on a machine, moving to another, so I couldn't use it. Recently, a group of teenage girls were in the bathroom yelling loudly. The lack of supervision leads to machines being occupied for too long; I can hardly use the leg press machine. Trying to cancel my membership was a hassle as the person in charge wasn't available, and I had to visit in person twice. The manager was unhelpful and didn't address my concerns properly. I hope the gym's management improves and addresses these issues promptly.

Good morning! My family has been clients of your facilities for many years. Everything was going well with my family until an employee at one of your locations had an affair with my husband. As a mother and wife, I feel emotionally devastated even though I know your locations are there to help us in every way possible. My daughters are upset, especially because this employee, whose job is to clean, is now behaving inappropriately towards my husband and me. This situation with this woman is getting out of hand, and my husband is struggling to make her understand that it was a mistake. She continues to invade our space. I am asking for help because after a long day of work, going to the gym is supposed to be a way for me to relax and take care of my mental health and my daughters'. All of this happened at the Little River Pike location in Alexandria, Virginia.

I attempted to cancel my personal training sessions on May 11th. Despite my efforts, the person I contacted did not process my cancellation request. I paid $[redacted] for these sessions and calculated that if I received a refund for the last two months at half the cost, I would be due around $[redacted]. Additionally, I would not have to pay for two months of gym membership, totaling $[redacted]. Therefore, I should be refunded around $[redacted] out of the $[redacted] I initially paid. I am concerned about not being able to recover these funds. I have sent a message to ensure my service does not renew after the 6-month subscription period ends and hope the cancellation will be processed promptly along with the termination of my membership. I recently moved to Brantford in May and managing personal commitments like my brother's care and school has been challenging. I have reached out via email to LA Fitness without success, and communication with the gym representative in Mississauga, Ontario, has been delayed or non-existent unless I call. I have retained text messages for documentation. Thank you for your assistance. Regards, L. H.

Hello, I am Brandon Ward, and I experienced a disappointing event at Esporta Fitness on 7/17/[redacted]. During my first visit, I planned to do cardio and use the punching bags. After completing the cardio, I entered the room with the punching bags, assuming there was no class going on. However, I was confronted by a woman leading a class, who rudely demanded I leave, embarrassing me in front of others. I reported the incident to the front desk and was redirected to the manager, Ryan. Despite my attempts to explain, Ryan did not listen and instead delegated the issue. I identified the disrespectful woman as Malinda conducting a Zumba class. Ryan avoided speaking with me, discriminated against me, and prioritized other customers over addressing my concerns. I waited for his response for about 15 to 20 minutes, feeling ignored and disrespected. This incident, which happened between 5:25pm-6:00pm, was captured by the front desk's security cameras. I believe no one should endure such treatment after paying for a membership. I seek resolution to prevent similar occurrences and may involve legal counsel if necessary. Thank you.