LA Fitness Customer Service Issues

Hello, my name is Mary and I am a member of your club in Chicago. I am reaching out because with the extreme cold weather in Chicago, many businesses are closed today and tomorrow. My concern is about seeing children at the gym. I feel it is unnecessary for parents to bring their kids out in this weather. I am upset that the staff is working to watch kids who should be at home. I urge you to consider closing the club tomorrow to prevent parents from bringing their kids out in this harsh conditions. Please close the gyms in Illinois, especially the kids' club, for the safety of the little ones. Thank you, Mary.

To the concerned party, Subject: White Marsh Gym, [redacted] Town Center Dr., White Marsh, MD Thank you for addressing the recent improvements in the pool area lighting. It's great to see all lights functioning properly after so many were out for a period. As a loyal member of the White Marsh gym for over 20 years, I appreciate the attention to this matter. Regarding the whirlpool in the pool and spa area, it has been out of service for nearly 2 weeks due to issues with the jets. The pump system seems to have some imbalance, affecting the water flow. I believe previous pump parts could be checked to address the current problems. Additionally, rust stains from the venting system have appeared since the recent resurfacing of the whirlpool area. There are concerns about the skylights above the pool, with cracks and tears present. The deteriorating state of the ceiling contributes to the cool pool temperature, which has been noticeable especially during the winter months. I have also raised the issue of cleanliness outside the gym with the operations manager, Michelle, and she has promised to look into it. Furthermore, as a participant in aqua classes, I have observed changes in the class schedule since La Fitness took over. Several preferred classes were discontinued, including Monday and Wednesday evenings and Saturday mornings. Our group is interested in reinstating the Saturday 10 am class and potentially introducing new senior-focused classes like Tai Chi and yoga. Thank you for your attention to these matters. Sincerely, [Initials]

Good morning! Yesterday, I came to the gym with a complimentary pass they gave me to bring my sister. She is visiting from Colombia for a few months and wanted to work out. When I arrived at the gym, I was assisted by a man named Jorge Fernandez at L.A FITNESS in Hialeah, Florida, [redacted] W 49 St. I have been coming to the gym for over a year. Jorge refused to give the courtesy pass to my sister, saying she needed a Florida ID. I mentioned that I had brought other people without IDs before, and they were served and given a week pass. Instead of helping us, Jorge scolded the staff member who gave me the pass and never returned to his desk. He sent another staff member to tell us they wouldn't give us the courtesy pass, only offer us a membership plan to enter, as he is the sales manager of the gym. They charged me $90 and said they would withdraw almost $50 every 3 months plus taxes. Jorge only went back to his desk when my sister and I stood up. I left the gym and contacted a friend who knows about laws, and he said this could be considered discrimination. I am seeking a prompt resolution to this issue. If Mr. Jorge does not want to see his clients, I don't want to see him either. I also want a refund for the charges they made and the anticipated quarterly withdrawals if my sister continues going to the gym, as this charge is unusual since I do not pay anything like this every 3 months. Thank you very much for your attention.

Good afternoon, my name is Gerardo Gomez. Some time ago, a man has been giving karate classes at the fitness center without the company's permission or a license to teach. This man hit my son on the nose, breaking it. I called the police, they filed a report, and the police spoke to the manager of LA Fitness. They told the manager that this man cannot teach karate at the gym because he is very violent. I have spoken to Manager Jennifer, Manager James, LA Fitness President Anthony, and now Manager Luis. Nobody has taken any action. This man continues to teach karate. Many members are upset because LA Fitness has not done anything about it. One day, an Asian young man entered to do boxing with the bags, and this man kicked him out, saying he was going to hold his class there. Please avoid a bigger problem with this man; someday he might end up killing someone if not stopped in time. Please do something to ensure this man stops teaching. He bullies other members and challenges them to fight. This is happening at LA Fitness, [redacted] Hwy 6, Houston, TX [redacted]. Managers Luis, Jennifer, James, please take action. Thank you. I'm a member. My LA Fitness number is [redacted]. My phone number is [redacted]. There are more people who are members and have reported him, but nobody files a report or tells him anything. Please do something. He teaches every Friday at 7:30 PM. His name is Donald.

I have noticed numerous unresolved issues at the gym in Somerdale, NJ, particularly in the pool area. The neglect is evident through the constant condensation on the windows, walls, and ceilings, as well as the presence of mold and mildew. Rust has taken over the metal surfaces, and the paint is bubbling due to water damage. Several features like towel racks and hooks are broken, posing safety hazards. The pool equipment is in disrepair, stored haphazardly with sharp edges exposed. Upon witnessing the mechanical room, it was disturbing how neglected it appeared. It is imperative to address these concerns promptly by renovating the pool area, improving insulation to reduce condensation, and ensuring timely repairs and maintenance are conducted to comply with regulations and provide a safe environment for paying members.

I signed up for a personal trainer at the King Boulevard location in Chicago, Illinois with Anthony in November [redacted]. Unfortunately, the personal trainer I was assigned to left in December [redacted] without any notification. After reaching out to the manager, I was informed that the employee had quit and that due to frozen pipes, my contract copy couldn't be retrieved as the location was closed. Upon considering an alternative, I visited the LA Fitness in Tinley Park and spoke to Andrew about starting a new membership. However, during the discussion, I was given conflicting information about additional fees and charges for unused lessons. Feeling dissatisfied and confused, I also contacted the Matteson, Illinois location for a personal trainer but did not receive a follow-up call as promised. While researching online, I came across negative information about LA Fitness, which further added to my frustration. I am eager to terminate my personal trainer account by January [redacted] and discontinue the $[redacted] monthly payments. I seek a prompt resolution regarding this matter.

I am Kayla Armstrong, a 20-year-old member at the Bala Cynwyd location in Philadelphia, PA. I have been utilizing personal training services since last year and unfortunately missed my final payment of $[redacted] in January due to unexpected bills. I have 22 prepaid personal training sessions valued at $[redacted] that I am unable to use because of the outstanding balance. I am inquiring if there is a way to access these sessions or if a payment plan can be arranged. Losing out on the sessions that I have already paid for would be disappointing, and paying the remaining balance upfront would be challenging for me right now. I hope there is a solution to this situation to prevent the loss of these prepaid sessions.

Hello, The facility in Edmonton, Alberta, requires cleaning urgently. The pool deck area does not meet health and safety standards. There is sand in the pool, floating white objects, clumps of hair, poor water clarity, and bandaids and sports tape on the floor. Hair clumps are scattered all around, and the ground filters are clogged with hair and other debris collected over weeks or even months. The pool access polls for handicapped individuals are rusted and have mold growing around them. I have taken photos of the pool deck area, which I can email to you to illustrate the situation. I visit the facility weekly for swimming and will continue to document the cleanliness issues. I hope to hear from you soon to address these concerns promptly as this does not reflect well on LA Fitness's reputation. Thank you, Suzan

Hello, I recently returned home from half a workout at your Victoria Kitchener fitness club today. This incident was quite humiliating for me. While exercising, another member at the club approached me and abruptly took the rope I was using. I explained I was using it, but he loudly insisted the club isn't only mine and I can't monopolize the weights. I was doing tri-sets using the cable machine and a set of 15 lbs weights. Feeling embarrassed, I reported the incident to the manager. Despite speaking to the man, the manager returned to me reiterating the club rules about using weights. Rather than diffusing the situation, the manager's attitude upset me further. I left the gym after expressing my disappointment and stating that I was canceling my membership. I believe the manager handled the situation poorly and took sides, allowing a member to leave feeling stressed and dissatisfied. This experience was unprofessional and not in line with customer service expectations. I have decided to end my membership due to this disappointing encounter.

I have been a member at your Walpole, Mass gym since it opened. I signed up at Pawtucket, RI when it first opened, and now I go to Cranston and Pawtucket. I am frustrated with the current conditions at the Cranston location. Today there was no hot water or soap in the showers, and there are no ledges to place your own soap. The paper towel dispensers were empty throughout the facility. Additionally, there is still a spill in the men's locker room that has been there since last week. This is not the first time I have encountered these issues at Cranston. The first-floor water bubbler was out of order for over a month at one point. Over the years, there have been significant reductions in classes, almost to the point of non-existence. It seems like your service has declined over the years, and it's disappointing. As a long-time member, I question why I should continue my membership under these circumstances.

Hello, I am Mert Sevil, a member of LA Fitness with barcode number F[redacted]4 at the CHICAGO -S. MARTIN LUTHER KING branch. This month, the gym was closed for maintenance for almost the entire month, yet I was still charged the full amount. Today, it was closed again, which was disappointing. I believe it is unfair to be charged for days that I couldn't use the facilities. I am requesting a refund for the charges this month or to not be charged next month if possible. I've been a loyal customer for almost 4 years as the main holder of a family plan. I have noticed that the barcode number changes each time, so I am providing my email address and phone number for identification purposes: Phone Number: +1 [redacted] [redacted] 51 03 Email: [redacted] / [redacted] Billing Name: Mert Sevil Thank you. Best regards, MERT SEVIL

As a member of SilverSneakers at LA Fitness in Miami, located at [redacted] S Dixie Hwy, I am thrilled with the progress I’ve made in the past year. Thanks to the fitness equipment like TRX, battle rope, step up, and cable machine, I’ve lost over 20 pounds and feel stronger and healthier than ever before, even at 68 years old. It's disappointing that access to these resources has been limited for all members, even outside of personal training sessions. I have noticed that the TRX area is often closed off without any training sessions taking place, which is frustrating and embarrassing when all I want to do is work out. I’m questioning why these restrictions are in place at LA Fitness and considering informing other SilverSneakers members in Miami about this issue. If this policy continues, I may have to explore other gym options like the new Planet Fitness in the area. I hope to hear back from LA Fitness regarding this matter soon. Thank you, Arthur V. [redacted] [redacted]

To the Chief Privacy Officer, LA FITNESS P.O. Box [redacted] Irvine, CA 92[redacted] I recently renewed my LA FITNESS membership on 2/17/18 for 3 years at a cost of $[redacted] with Key Tag number F[redacted]0. Subsequently, I transitioned to a SilverSneakers membership, and the gym manager switched me to their free membership, assuring me of a pro-rata refund of my renewal fee. Despite multiple attempts to request the refund via email and in-person at the club, I was informed by Membership Services that my refund is currently "frozen." This situation is unacceptable, and I urgently require the refund either by check or as a credit on my credit card. The Terms and Conditions do not mention any freezing of refund money. I kindly request prompt action to release my refund to me. Thank you, [Fred] Key number: F[redacted]6

I visited LA Fitness today at [redacted] South Canal St, Chicago, IL to exercise. After my workout, I tried to shower but found there was no hot water. I called the gym and was informed the hot water would be out for a week, but there were no visible signs indicating this. I had to leave for work feeling sweaty and uncomfortable. I suggested to the front desk staff that they inform customers verbally about the hot water issue to avoid inconveniences like mine. The lack of communication and customer service was disappointing, as I believe customers should be promptly informed of such important matters. It's essential for a business, particularly a fitness center, to have hot water for showers and handwashing. I hope they improve their communication regarding such issues in the future. - Isaac

I have been experiencing issues at the LA Fitness gym I attend due to the basketball gym's AC unit being out of service since September. The uncomfortable and hazardous conditions in the gym have caused multiple individuals, including myself, to slip and fall on the overly heated and humid floors. Today, someone even injured their ankle due to a slip. Despite our complaints, the problem remains unresolved. Running in the gym has become perilous without adequate ventilation, as the slippery floor and excessive heat create a safety hazard. It is alarming that this situation has been neglected for so long. The specific LA Fitness branch affected is located at [redacted] North Shepherd Drive, Houston, TX [redacted].

My name is Iyanna Burkett, I am 19 years old. I began my membership with LA FITNESS in September [redacted]. Due to a back issue, I had to seek medical help and was advised not to continue using the gym. Even with a note, the staff, particularly Jordan at the LA FITNESS on West Ridge Road, did not seem to take my situation into consideration. I informed them I needed to cancel, but money is still being deducted. I later found out it's because my ex is still listed on the membership. I don't understand why I have to pay for him when we are no longer together and I have other financial responsibilities. I am requesting that the deductions from my account cease immediately.

I have been a member at the LA Fitness location on [redacted] E Silver Star Rd, Ocoee, FL [redacted] for many years. Initially, it was fantastic. Unfortunately, over time, it has deteriorated significantly. I believe you should be informed about the numerous issues plaguing this gym. The cleanliness is subpar with paper towels, empty water bottles, and trash scattered on the floor and equipment. Equipment maintenance is lacking; some machines are rusted from uncleaned sweat. The locker rooms are messy with trash and broken lockers. Certain machines like rowers have been out of order for months, while others like treadmills and ellipticals are frequently unavailable. The organization of weights and attachments is never maintained, and members often leave plates on machines after use. Some individuals monopolize equipment without using it efficiently. Supplies like cleaning solutions and paper towels are often empty. Staff walk past these issues without addressing them, hinting at a lack of management presence. This deterioration has led me and my fiancé to cancel our memberships at LA Fitness in favor of Anytime Fitness located at [redacted] W Colonial Dr, Ocoee, FL [redacted]. I recommend a surprise inspection by your head office to rekindle this gym's quality before more long-term members switch to competitors.

I had two trainer sessions remaining, but encountered an issue due to incorrect information provided by the trainer supervisor, Jason. He was not only rude but also unwilling to provide me with contact details or the website address. When I requested to speak to his boss, he referred me to someone who was not the supervisor. This encounter was the most unprofessional I have ever experienced, and I've heard others mention concerns about this department's conduct. I have been a member of LA Fitness on and off since approximately [redacted] and have worked with various trainers. Following this incident, I have already canceled my training sessions and now wish to terminate my LA Fitness membership. Since I cannot print and mail a form, I kindly request the cancellation of my membership along with a confirmation. Thank you. Jesse C. (recently visited the Lynnwood, WA location) P.S. Alaina, my trainer, was excellent. The issue lies with the management of the department.

Subject: Disappointing Experience with Personal Trainer Director Rasheem Steadyley at LA Fitness Center in Waldorf, MD Tonight, on Wednesday, February 27, around 7:30 pm, I visited the Waldorf fitness center to request a copy of my personal trainer's contract. I approached the membership sales representative for assistance, who then informed Mr. Steadyley of my request. Despite my wait, Mr. Steadyley relayed that he was working out and asked me to leave my contact information at the front desk. I explained that I had already contacted the center the day before and was waiting for a return call from Taryn Lowery. Upon this, the sales rep made a second request for Mr. Steadyley to attend to me, which he declined. As a customer, I expect consistent service, and unfortunately, this was not met during my visit today. I visited the center with the sole purpose of obtaining a copy of my contract. It is essential that the staff at the Waldorf fitness center undergo immediate customer service training to prevent such occurrences in the future. Disgruntled Customer Lisa M. #[redacted]

I recently signed up for a gym membership and was offered a complimentary personal training session, which I attended. Despite informing the staff that I did not want any additional charges on my credit card without consideration, they proceeded to do so. During my next visit, I mistakenly signed a contract for a different personal trainer without my consent. After discovering this through my bank's email notification, I have been trying to reach out to LA Fitness to rectify the situation but have been unsuccessful as they claim to be busy each time I call. I am frustrated with the lack of response and am only seeking a refund for the unwanted personal trainer charges while intending to keep my gym membership. I have notified my credit card company, and I hope to resolve this matter promptly.