LA Fitness Customer Service Issues

Subject: Complaint Regarding Unsanitary Conditions at LA Fitness Date: 5/20/[redacted] To: LA Fitness Corporate Headquarters I am writing to express my concerns about the unclean and unsanitary conditions at the LA Fitness Gym located at [redacted] Yale St. in Houston, Texas. The small heated pool is frequently dirty, with cloudy water that is unsafe for use. The pool harbors visible black mold colonies, and although some have been removed, there are still accumulations within the cement pores that require cleaning. The large pool also has cloudy water and has been found to have dark fragments resembling fecal matter on multiple occasions. These conditions are unacceptable, and I urge for more frequent cleaning and testing of the water quality. If improvements are not made, I will involve the Houston Health Department for intervention. Sincerely, Concerned LA Fitness Member

I am a member at the Sweetwater gym in National City, CA, and I rely on water aerobics to help manage my diabetes. Unfortunately, we have recently lost our good instructors, and the replacements have not met our expectations. Despite our complaints to management and Debbie, the aqua coordinator, the situation has not improved. Many of us are disillusioned as attendance dwindles. We know skilled instructors, like "Dawn" and "Gabbie," who were rejected despite their certifications. Marisol, who is currently on medical leave, is our remaining hope. It would be beneficial for someone like her to train the new instructors. While most are struggling, a new instructor shows promise as he attended Marisol's classes. We are eager for competent instructors to be assigned to our classes for the benefit of all attendees.

Good evening, I encountered a concerning situation at your gym tonight around 9:49pm. Sarah and a group of friends approached me as I left the gym, making remarks. Sarah reportedly claimed I had complained about her closing the gym early, which is true. I have a recorded video with audio of her announcing the gym's closure at 9:45pm. When she approached me telling me it was my last set, I recorded her. Subsequently, she and her friends became loud and confrontational, threatening to involve the police. Another employee, Cedric, then began yelling insults at me as I left, even following me outside, threatening me. Despite this, I maintained my composure and left calmly. I have evidence of the incident because I feel the management at this location has not taken my previous complaints seriously. This behavior from the staff is unacceptable and I am disappointed with how LA Fitness is handling this situation. I look forward to your response. Thank you, SS

I have experienced multiple instances of disrespect and poor treatment from Jorge Nova, who supposedly holds the position of assistant manager in Clifton Ackerman. I find it unbelievable that he is often distracted by his phone, playing loud music, and making offensive jokes while not in uniform. When I asked him to update my account with a new card and requested a receipt, he rudely threw it at me, claiming I ask too many questions while engrossed in watching a movie on his phone. This unprofessional behavior is unacceptable. Despite being instructed to seek assistance from him, my family and I no longer wish to be associated with a company that employs such managers. It is concerning that a 19-year-old holds such a position. I believe action should be taken to address this issue, as his conduct is not appropriate for someone in a managerial role. I intend to escalate this matter to the BBB and other relevant parties until this irresponsible individual is no longer employed with your company.

I am reaching out to address the ongoing charges for training sessions at LA Fitness in Leesburg, VA, despite my timely cancellation. Manager Kyle G. has disregarded my request leading to erroneous charges totaling $[redacted].00 over several months. I enrolled in a six-month training plan on March 14, [redacted], but swiftly realized its excessive costs, prompting me to cancel on March 15, [redacted]. Despite informing LA Fitness promptly, I was informed I had to cancel in person within three days, a detail omitted during the initial call. Upon meeting with Kyle G. on March 18, [redacted], I detailed my reasons for cancellation due to financial concerns and evolving work commitments. Kyle G. cited system restrictions for cancellation after three days, insisting on payment for unused sessions. However, the agreement clearly stipulates a right to cancel within three business days, which I adhered to. I seek resolution to cease unauthorized charges and restore my confidence in LA Fitness, an establishment I appreciate for its facilities and services. I possess documentation supporting my case, and I request your assistance in addressing this matter promptly. Thank you for your attention. Jose L. P.

I am reaching out to address ongoing charges for training sessions I did not attend due to timely cancellation, which erroneously went ignored by the manager Kyle G. I have proof of cancellation on time and seek reimbursement for the $[redacted].00 charged by LA Fitness. I signed up for a six-month training session on March 14, [redacted], but upon reconsideration, I realized the high cost and promptly attempted to cancel. Despite following the instructions to cancel in person on March 18, [redacted], Kyle G. claimed it was past the 3-day window and refused to cancel, misleading me about the cancellation deadline. I possess the unsigned agreement highlighting the cancellation right within three business days, showing I acted in time on March 18, [redacted]. I request your intervention to resolve this matter as I value my membership at LA Fitness and do not wish to alter my positive perception of the gym. Please contact me for further evidence of the timely cancellation and refund eligibility. Thank you for your attention. Jose L Porres

On Tuesday, the 14th around 10 PM, I misplaced my wallet at LA Fitness in Coconut Creek, Florida. Despite about 20 people being present, there were no employees around except for a cleaning person who was not very cooperative. I had to repeatedly ask her to check her desk for my wallet and even requested that she make an announcement to see if anyone had found it. Unfortunately, I couldn't reach a manager and the cleaning person threatened to call the police if I didn't leave. After filing a police report, I was advised to return the following day to check if my wallet was in the safe, but they needed a code from corporate to open it. Despite waiting until 2 PM, I didn't receive any assistance and was promised a follow-up call. It's been almost two weeks, and I haven't heard anything from LA Fitness. The lack of urgency and empathy in handling this situation is very disappointing.

Recently at LA Fitness Location, [redacted] E Bay Dr, Clearwater, FL [redacted], there was an incident involving a personal trainer named Chris and myself. I used the TRX machine, then Chris needed it for his clients. I politely gave it up, but when I returned, he said I couldn't use it. After a few minutes, he allowed me to use it but later argued that I shouldn't have. I feel upset because I respected Chris's need for privacy, yet he was rude and blamed me entirely for the situation. As an engineer, I value logic and respect his job. His behavior was unprofessional; he needlessly brought up irrelevant points, including insulting remarks about my status as a gym member. This poor customer service experience has left me extremely dissatisfied with Chris's conduct as a manager. It's disheartening and uncalled for.

On the evening of May 26, [redacted], around 7:20 pm, while exiting the shower at the pool's changing area, a man walked in mistaking it for the men's section. Startled as the only person present, I quickly covered myself with a towel and guided him out. This is the second time such an incident happened to me, making me feel vulnerable and unsafe in a situation where privacy should be guaranteed. Ensuring the safety and comfort of patrons is vital. Clear visual markers, multilingual signs, and vigilant pool staff on duty can prevent such mix-ups. It's important to proactively address these issues to safeguard individuals and maintain a secure environment. I hope to receive a response from the higher management to address and enhance safety measures promptly. The incident was reported to Karen, the Lindenhurst, NY facility manager, and initially to Skyler at the front desk. Your attention to these concerns is greatly appreciated.

I am extremely dissatisfied with the cleanliness and service at your clubs in Southeastern Michigan. The equipment is disorganized and the staff are unhelpful. After purchasing a 6-month training contract, my experienced trainer left and was replaced with a novice who did not meet my needs. Despite requesting a challenging program, I received the same routine as everyone else. Scheduling conflicts prevented me from using my remaining 16 sessions. As a single mother, I work hard for my money, making this situation particularly frustrating. When inquiring about a buy-back program, I was flatly refused. Upon returning after a long absence, the manager seemed unaware of my concerns and attempted to sell me more training sessions instead of addressing my issues. The lack of proper customer service and feeling of being taken advantage of has me contemplating leaving your gyms altogether.

During my visit to Walmart in Southgate, a woman approached me claiming to work at LA Fitness, albeit unclear on the specific location, presumably Cerritos. Politely declining her offer since I am already a member, she persisted and resorted to insulting remarks about my weight, which was incredibly embarrassing. The woman's behavior was disrespectful, especially as she joked about my appearance. I hope she does not represent LA Fitness as her actions were completely uncalled for. I hope to avoid encountering her at any LA Fitness facility I frequent. Despite receiving a piece of paper from her prior to the incident, I hope to steer clear of encounters with her, as her conduct was unacceptable.

The sales training team at the LA Fitness on Firestone Blvd in Downey, CA misled me. They provided conflicting information about payments, leading to confusion. Despite agreeing on a payment plan, they charged me the full $[redacted] upfront without prior notice. When I raised the issue, the training director assured me they would refund the extra $[redacted] promptly. However, days passed, and the refund never appeared in my account. Each time I followed up, I faced delays and excuses about the manager's availability. It has been nearly a week, and I have yet to receive the services I paid for or the refund promised to me. I have been a loyal member of this LA Fitness location for over a decade and expected better treatment. I now wish to cancel my training sessions and request a full reimbursement. The gym address is [redacted] Firestone Blvd, Downey, CA [redacted], United States.

I have been charged for an additional two months of my training program despite completing the year in March. I was not supposed to continue after the year ended, but I was still billed $[redacted] for April and then another $[redacted] for May even after I was assured I wouldn't be charged again. I fear I will be charged for June as well. I have stopped working with a trainer and requested a refund from the training manager, Kofi, at the Conyers, GA location over two weeks ago, but I have not received it yet even after being told it was processed. I need help as I do not want to pay for services I no longer use. My name is Justin K. and I can be contacted at [redacted]. I urgently need assistance. Thank you.

I regularly attend the 8:30 AM body works class in Havertown, PA with instructor James. Today, June 4, [redacted], was a tipping point for me. James didn't arrive for class, which has happened multiple times before. Another class member checked with the front desk and was informed he was on his way. When James appeared, it was evident he was under the influence of medication and struggled to start the class. While I understand he may have health issues, it's concerning that the instructor is allowed to teach while impaired. I value the classes at LA Fitness but will reconsider my membership if this is the standard of professionalism allowed by the management. It's unacceptable for an employee to consistently come to work in this state. I urge the management to address this issue promptly. Thank you. - V.M.

Hello, my name is Puangpetch Inmaung. I have been a member of LA Fitness for about 2-3 years, and I have been happy and enjoyed it very much. Last week, I lost my necklace in the women's restroom, and when I went to the lost and found to check, they didn't have it. Later, I saw one of the cleaning ladies wearing it. I politely asked her if she found the necklace, and she seemed hesitant. I informed the manager about the situation, but they were not very helpful. They suggested filing a police report, which I did after picking up my child. When I returned to the gym with the intention to involve the police, the cleaning lady had left. I felt disappointed by the manager's lack of assistance and empathy. I am unsure about continuing my membership and training sessions. I am considering canceling everything. I would appreciate some guidance on how to resolve this matter. Thank you.

I have been a member at LAFitness in Lake Zurich, Illinois for the past two years. Due to my military service, I tried to cancel my membership before May 27, but it only went through on June 4. Although my recurring charges on my credit card have been paused as I will be away for service starting June 14, I was informed I need to pay the membership fees again to access the gym. The last payment I made was in April for the month of May; therefore, I believe I should not owe for the full month of June. Despite being a member for two years and my service status, the operations manager, Erika, was unpleasant. I find it unfair to be asked to pay for both June and July when I won't be utilizing the facilities for the entire month of June. I can also be reached at [redacted] until June 14.

Subject: Concern Regarding District Manager's Behavior at Decatur GA Location I am a long-time member of LA Fitness and have always appreciated the service provided by your staff. However, I must bring to your attention an incident that occurred today at the Church Street location in Decatur, GA involving your district manager, Scott Ruzycki. During my visit, Mr. Ruzycki displayed highly concerning behavior by publicly reprimanding two employees in a disrespectful and unprofessional manner. The tone and language he used were inappropriate and belittling, which is not acceptable in a professional environment. It is crucial for your managers to exhibit proper leadership qualities, and Mr. Ruzycki's actions fell short of this standard. I believe it would be beneficial for him to undergo cultural humility training to ensure that such incidents do not reoccur. It is important to address and rectify this situation promptly to maintain the integrity of your leadership team. I would appreciate it if you could update me on the actions being taken to address this issue. Thank you. Kind regards, [Initials]

I took my child to the kids' club, but it was already full with no waitlist available. Despite being told they wouldn't be accepting more kids until the afternoon, some children were allowed in after my sister and I had been waiting. Confronting the manager, Bri, about the unfair treatment, I expressed my dissatisfaction with the lack of a waitlist. Despite being a long-time customer at this location, Bri refused to listen and displayed poor customer service, speaking over me in an agitated manner. This experience, coupled with my children's previous complaints about the staff, left me feeling discriminated against and disrespected. Upon requesting to report the incident, I received an unhelpful phone number which seemed to be fake, adding to the frustration of the situation. The front desk staff's rude behavior and dismissive attitude further exacerbated the negative experience I had at the gym.

I mostly visit the Melrose Park, IL LA Fitness branch, which has older equipment but a friendly atmosphere. There are rumors about its closure in September, though management hasn't confirmed this. The temperature in the aerobic room reached 84 degrees recently, making it uncomfortable for classes. If this continues in summer, it will be unbearable, especially for Zumba classes that I enjoy. I live near another gym and going further due to closure isn't feasible with traffic. Not having access to classes will make me cancel my membership. It would be helpful if the AC is fixed or if there's a plan for closure so members can adjust accordingly.

My name is Nestor Z. I go to this gym at [redacted] N Cumberland Ave, Chicago, IL [redacted], United States. Today is Friday, June 7th, and I want to report an employee at this facility who disrespected me. This isn't the first time; it's actually the third time. The first time I let it pass, the second time I called customer service to report it. They never called me back or did anything about it. Today, I had another bad encounter, and I was with my underage daughter this time. The employee, PASCUAL, didn't care that I was with a minor. I reported it to the office and the manager came and spoke to us separately. The events unfolded while I was using a machine for arms and my daughter was using another for legs. After my set, I was resting for 40 seconds. When my daughter asked for help, I got up to assist her, and that's when the employee tried to take the lock off my weights. I politely told him I was still using them. He then got aggressive, accusing me of using 10 machines at once, which my daughter witnessed.