I have written this letter about service detailed below. We have not received a respons...

GetHuman-reneerk's customer service issue with LA Fitness from December 2018

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The issue in GetHuman-reneerk's own words
I have written this letter about service detailed below. We have not received a response. I represent members who came to the club. While I didn't receive s response I would like to know what is the current aquafit class at the Don Mills site.* I'm sure that you are concerned about client retention.***Dear Ms. Madison, **I am writing to you today regarding recent changes to the delivery of Aquafit classes at the Don Mills LA Fitness facility. I will limit my comments to those classes delivered in the morning, as those are the ones that are of interest to me. As I understand the situation, the gym has recently found that it is in violation of public health regulations that limit the number of persons permitted in the pool at one time to **, unless a lifeguard is present. The gym has increased the number of Aquafit classes so there is now a class at * am Monday through Friday, as well as a class at **:** am Monday, Wednesday and Friday. This is a welcome change as the classes were quite well attended and the pool was often fairly full, and this provides members with more options. However, the current "first come, first served" approach does not meet the needs of those club members wishing to make use of the Aquafit program.**As it stands, members must arrive at the facility at least *** hour prior to the class start, then wait in a line to sign up for the class at the *** hour mark. People have been arriving as much as an hour before class time in the hopes of getting into the class, only to find there are already at least ** people ahead of them, or as in a recent case that came to my attention, thought they would get in as they were *th in line, only to see three people arrive from within the gym just before sign up as their places in line were essentially being "held" for them by front desk staff. I do not wish to find fault with the front desk employees, as I am sure they are doing their best in a trying situation with unhappy and disappointed members.**As a club member, I am not prepared to make the journey to the gym well in advance of an Aquafit class in the "hope" I may get in, only to be disappointed and have to turn around and go home. As I am only interested in the Aquafit class and not the other services provided by the gym, this would be a waste of my time. If I am not able to access Aquafit classes, I am also wasting my club membership fees. In order to continue with my membership, I require a level of certainty regarding my ability to participate in the activity which I have chosen.**There may be a number of options for managing the Aquafit program to better meet the needs of the many members who clearly enjoy and make use of the classes. Hiring a lifeguard to be present during the Aquafit classes so that more than ** people can participate at a time would address the problem, but would admittedly result in higher costs to the facility. Alternatively, should the limit of ** continue, club members wishing to make use of the Aquafit program could "sign up" in advance for specific classes for a set period of time, for instance a ** or ** weeks. Members would indicate which sessions they would like to attend, and facility staff would then assign members to specific classes, trying as best as possible to ensure that all members with an interest are able to take at least one class. Some members may still be disappointed that they are no longer able at attend as many classes as they used to, or at the times that are not their first choice, but they would at least have the certainty that when they arrive at the facility, they know they will get into the class.**If the "first come, first served" approach is to continue as general practice, I will be cancelling my membership. I am already considering other options. If, however, plans are underway to introduce a new practice that will enable members to better plan their participation in Aquafit classes, then I will remain with LA Fitness. This would be my preference as it is an excellent fitness club, and within a reasonable distance of my home.**I would appreciate receiving a quick response with respect to the way in which LA Fitness is planning to manage future access to Aquafit classes at the Don Mills facility so that I can make a decision about my membership status without further delay.**Thank you for your consideration and I look forward to hearing from you soon.**Kind Regards,**Susan Parr

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LA Fitness

Customer service issue
Reported by GetHuman-reneerk
Dec 4th, 2018 - 3 years ago
Not resolved
Seen by 3 customers so far
Similar issue to 900 others
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GetHuman-reneerk started working on this issue
Dec 4th, 2018 5:59pm