LA Fitness Customer Service Issues

I am a member at LA Fitness in Wheaton, MD, and I have some concerns about the hygiene and safety of the facilities. Upon entering the gym, there is a strong bleach smell coming from the sauna pool area. The bleach seems to be too concentrated. The women's locker room has a dirty, dark, and sticky floor. The cleaning staff mostly sweep the floor, and when they mop, they use dirty mops, making the situation worse. There is a back exit in the locker room leading to the pool, near which there is a year-old, moldy puddle that has been left uncleaned. The moldy water next to the exit door is growing, and there is mold on the changing room wood seats. The lock holders are missing in most locker rooms, and the lockers are so worn out that they are hard to close. These issues are affecting my experience at the gym, and I believe changes in sanitation procedures and equipment are necessary. Thank you for your attention to this matter.

LA Fitness in Harmon Meadows in Secaucus was closed from October 28th to November 8th. I would like to request reimbursement for those days as I specifically choose this location. Additionally, the gym has removed some machines I regularly use, such as the extension ab machine and pull-down. Another concern is the lack of towels at night that are old and stained, needing to be replaced. The person in charge of fixing the machines had personal issues, causing a delay in servicing 3 to 5 machines since November 8th. As a Signature gym member, prompt attention to these issues is appreciated. Thank you.

I want to address the high-pressure sales tactics I encountered during a recent visit to the gym. On December 3rd, I attended what I believed to be an introductory training session at LA Fitness. Initially, the front desk staff was courteous and professional. However, upon meeting with a training staff member, I was subjected to a sales pitch. Despite explaining my health concerns due to early-onset Parkinson's disease, the staff member continued to push their training program, implying it was necessary for my health goals. I found this approach concerning, particularly as I have experience in athletics and guidance from my healthcare team regarding my condition. The relentless sales pressure was off-putting and made me question the focus on member well-being at the gym. As a result, I have opted to cancel my membership and look for a facility more aligned with my health needs and goals.

Hello and thank you for your feedback! It would be beneficial to expand class variety at the Louetta location in Houston, Texas. I give 5 stars to Anna's Wednesday & Friday morning classes. She is efficient, informative, and consistent. Her positive and motivating personality, combined with her sense of humor, reminds me of teachers in Los Angeles. Another 5-star rating for the cleanliness of the gym and Jessica's hard work in maintaining it with a smile. Special mentions go to Katya for fun Zumba classes in the evening, as well as Dawn, Evangeline, and Bev for their wonderful classes. Lastly, while the staff is friendly, I would appreciate more variety such as mat Pilates, kickbox cardio, more yoga, and Zumba classes. Nonetheless, the overall experience is great at this location.

I would appreciate a phone call at [redacted]. As a long-time member of the facility, I was disappointed when my children, aged 15 and 12, were discriminated against. Although they are not officially part of my membership, they were not allowed to wait for me in the lobby briefly. This contrasts with other children from the nearby high school who hang out at the facility without being members. My children, who were in school uniforms doing homework, were not causing any disruption. If there is a policy against non-member children being in the gym, it should be applied consistently to all. While the staff were polite, the discrimination felt demeaning and hurtful to me.

I am a current LA Fitness member and I am trying to create an account on the mobile LA Fitness app to sign up for classes and view schedules. However, I'm confused by the app's request for the "first 5 digits of the account used for your recurring fees." Can someone clarify what this means? Is it referring to the first 5 digits of my bank account, debit card, or LA Fitness account number? I would appreciate any help with understanding this requirement. Thank you.

I recently visited the L.A. Fitness Patchogue location to redeem a one-week trial membership, but I felt pressured to upgrade throughout majority of my visit. After enduring 25 minutes of persistent sales pitches, I had to fabricate being on the clock at work just to secure my trial pass. The uncomfortable experience has deterred me from returning to use the pass as I fear facing more harassment. I sought to relieve stress through exercise, not encounter more. If I had enjoyed my trial, I would have gladly become a member, but due to the treatment, I am hesitant. This approach towards new clients seems unprofessional and I hope it can be rectified. I would appreciate a response to address this matter. Thank you. - A.H.

I have been going to the LA Fitness Signature club on Canoga Avenue since March and have experienced some serious issues that I have raised without any resolution. There is a lack of control over cellphone usage in the men's locker room, showers, and even the sauna. Despite expressing concerns multiple times to the staff, nothing has been done about this privacy breach. The situation escalated when I encountered a man FaceTiming with his iPhone in the next stall in full view while I was getting out of the shower. Feeling extremely upset and exposed, I promptly reported the incident to a staff member who said she would inform the club Manager, Mark. This is the same manager who I reported a chemical burn to from the pool, but never received a follow-up. As a loyal customer of LA Fitness, I urge immediate action on this cellphone issue in the club. It is [redacted], and individuals, regardless of gender, deserve basic privacy and respect. LA Fitness must address this promptly and inform me of the measures being taken to rectify the situation.

I requested the cancellation of my LA Fitness membership due to an unexpected medical issue. After speaking with Duke, he agreed to process a refund. Initially, $[redacted] and $85.58 were refunded. However, I noticed a recent charge of $[redacted] on 12/16/[redacted], indicating that my membership may not have been cancelled and the refund was not completed. Despite reaching out to Russ through both calls and texts, the account remains open, and the refund hasn't been issued. I've experienced financial difficulties due to an unauthorized charge and incurred penalty fees from my bank.

Hello, I am reaching out for assistance with several issues I am experiencing at [redacted]. First, there is an error in my contract duration - it should be for 3 months, but it currently states 12 months. Since signing the contract on October 19, [redacted], I have faced challenges scheduling training sessions as trainers often change appointment times or leave the center. I have also had difficulties meeting with Leslie K, and when I do meet with her, I feel that my concerns are not addressed respectfully or adequately. Despite promises from Leslie and Mr. Jonah from Customer Service to follow up with me, I have not received any calls as agreed. I am feeling frustrated by this situation and believe it is unfair.

Hello, my name is F.P., and I'm a returning member at LA Fitness. Unfortunately, I had a negative experience with a sales representative named Alex at the Glendora location during my first membership, but I didn't report it at that time. Recently, at the West Covina branch, I encountered Nate, who was unhelpful and rude when my husband requested a guest pass for his dad. Nate's disrespectful attitude and behavior towards us were completely unacceptable. It seems like there are consistent issues with customer service across multiple locations, including Glendora, West Covina, and La Verne. I urge LA Fitness to provide better training for sales representatives to ensure they treat customers with respect. We should all strive for better customer service in all business interactions.

The LA Fitness at [redacted] Baltimore Pike in Springfield, PA is below standard. Many pieces of equipment are broken, and I have witnessed friends tear their ACL there due to the staff's neglect to clean the floors. Now, the gym is closed due to a crack in the glass. Despite making a lot of money, the gym lacks basic necessities like paper towels and new equipment. I am eager to cancel my membership and switch to a different gym. They charge my account every month, whether I use the gym or not. The facility should always be prepared for use, especially since we sign waivers releasing them from liability if we get injured. I believe all the managers should be replaced.

Hello, my name is Michael A. I am a current member of L.A. Fitness and have been utilizing a personal trainer service at the Bronx location. I wanted to share that I am in the process of relocating to attend college in Hyde Park, NY. When I visited L.A. Fitness last week to cancel my subscription due to the distance, the representative mentioned an unexpected cancellation fee related to my recent enrollment in the personal trainer program. This was not communicated to me when I signed up. The closest L.A. Fitness to my new college is in Portchester, which is also a 70-mile drive away. I appreciate the services provided at the gym, but unfortunately, I must discontinue my membership due to my upcoming move and change in circumstances. I look forward to resolving this matter. Thank you.

Hello, My name is E. Kartal. I have been a member of LA Fitness for a while now, and everything was fine until today. Recently, it seems that the clubs in my area are all being upgraded to signature clubs, limiting my workout options. The front desk staff informed me that I would need to upgrade my membership for about $[redacted] more and pay an additional $15 per month, which I find unfair as I wasn't notified about these changes. This situation is affecting not only me but also 5-10 of my friends who are facing the same issue. We are hesitant to pay extra for a club we have been loyal to for months. If this matter is not addressed, we may have to consider canceling our memberships as a group. I will be traveling abroad for a week, so please reach me via email instead of phone. Thank you, E. Kartal

Hello, my name is Danitza, and I have some concerns about the trainer membership. During my initial free training session at the location on 75th Ave and Thomas, I expressed my reluctance to sign up for a membership due to financial reasons. Despite this, the trainer pressured me until I agreed. I made it clear that I have asthma and need to pace myself, but during the session, he pushed me too hard, causing me distress. After experiencing breathing difficulties and nearly passing out, I had to step out to recover. When I returned, the trainer continued to push me. I have decided to cancel the training membership as my health is a priority. The trainer, Bailey, was unsympathetic to my condition and made me feel uncomfortable. I prefer to workout independently for now.

About a month ago at LA FITNESS on [redacted] Hwy 6 [redacted], there was an incident involving a man named "Doland" who broke my 20-year-old son's nose while he was using the punching boxing bag. This man is conducting martial arts classes without permission from LA FITNESS, no license, no certificate. I have spoken with James and manager Jennifer about this issue, but this man continues to conduct classes unchecked. Even after raising it with the LA FITNESS president and James, nothing has been done to stop Donald from behaving aggressively towards other members. It is crucial for the safety and well-being of all members that this situation is addressed promptly. Thank you for your assistance in resolving this matter swiftly for everyone's safety.

Hello, My name is Serhat Yalçindağ, and I reside at [redacted] 24th St., St. Petersburg, FL [redacted]. I recently signed up for a membership at [redacted] 22nd Ave. in St. Petersburg, FL [redacted]. However, after almost a month of membership, I have encountered issues with the cleanliness of the facilities, specifically the pool and Jacuzzi. I tried to cancel my membership before Thanksgiving, but the manager was not available. Despite leaving my number and following up, I have not received a call back. The staff at the desk have been unhelpful and rude when I tried to inquire about the manager's availability. It has been a frustrating experience trying to cancel my membership due to their lack of communication and assistance. I am reaching out for help as many others may also be facing difficulties canceling their memberships. Please contact me at [redacted]. Thank you and Merry Christmas.

I made a reservation for a cycle class just 10 minutes before it started. When I arrived, there were still 7 spots available, but many bikes had towels and water bottles without anyone on them. Unfortunately, three others and I were turned away as there was no space. The instructor tried to ask for volunteers to give up their spots, but no one did. It seemed there was no list of reserved members available for reference. I spoke to a manager who explained that the instructor prints the list 15 minutes before class and reserves bikes with towels or water bottles. The reservation process closes in the app when the class starts. Why were we turned away when we had reservations? Other members who arrived before us also had reservations but were not given available bikes. I witnessed unoccupied bikes throughout the class. I talked to a manager who provided little explanation or apology. Leadership should address these issues promptly for a better member experience. LA Fitness should uphold its strong reputation by not turning away reserved members. I hope this feedback is taken seriously and resolved quickly. Being turned away from our last workout of the year was very disappointing.

I have encountered some concerning issues at the new club on 72nd Street in Tacoma that need to be addressed. The club has a designated area for personal training, but even when it's unoccupied, they insist on kicking you out, which I find unfair as my contract doesn't prohibit me from using the equipment there when not in use. The customer service is quite disappointing. Despite the personal training area remaining empty most of the time, it's strictly reserved for those who pay for lessons. I was confronted by a staff member with a beard who claimed I couldn't use the equipment unless I paid for lessons. I expressed my dissatisfaction, noting that the regular gym area lacks certain equipment like Synergy machines and ropes. They've also restricted access to small dumbbells in the aerobics area inexplicably. The focus should be on preventing misuse of equipment rather than limiting access based on private lessons. Overall, besides Michael, the manager, the staff's attitude is unwelcoming. Customers should not be marginalized for not opting for private lessons. The staff's lack of friendliness and unavailability further diminish the experience.

Good morning, I am currently facing an issue with cancelling my LA Fitness membership. I signed up on January 22, [redacted], but due to a serious family matter, I requested a 3-month medical leave from work and won't be able to attend my personal training sessions. The contract allows for cancellation within 3 days with no penalty. When I called the facility, they confirmed this over the phone. However, I was told the manager is required to handle membership cancellations, and when I spoke to him on Friday, he claimed he needed to contact the corporate office to proceed. This situation is causing me distress, and I am disappointed with the lack of customer service. Having worked in customer service for over 10 years, I know the importance of satisfying the customer's needs. I request prompt assistance with this matter. Please contact me at [redacted]. Thank you.