LA Fitness Customer Service Issues

To whom it may concern, I purchased a membership with L.A. Fitness and only used it twice in 6 months. I tried to cancel over the phone but was told to do it in person at the gym. When I went, the manager was on maternity leave, making it difficult to cancel. After finally speaking to the manager, she promised to cancel my membership and look into a refund since I canceled the day before my payment was due. Despite receiving 2 emails confirming the refund, I never received the money in my account. I'm confused and frustrated and would appreciate assistance. Kind Regards, Derek

I have been a La Fitness member for 7 years now and have never had issues with their day care until I started going to the Lakewood Ranch club. The temperature in the day care varies drastically from being too hot to too cold, which is concerning for children of all ages. Additionally, there is only one bathroom that is often out of order. Recently, my 2-year-old daughter came home with red welts on her back after being bullied by other children in the day care. When I addressed this with the staff and manager, the response was inadequate. The staff should be more experienced and attentive to ensure the safety and well-being of all the children. If this matter is not resolved promptly, I will escalate it beyond the club level. The safety of my children is paramount, and I expect better care from La Fitness employees in their day care centers.

I accompany my father and brother to our family plan at LA Fitness in Patchogue, New York [redacted] regularly. Today, an employee approached me in a very rude manner, stating that I couldn't use the gym under my father's family plan without having my own membership. I attempted to explain that I've been attending with my father for months under his family plan, but she made negative comments and insinuated I was sneaking in. Despite my efforts to involve my father, the employee continued to speak disrespectfully and gossip with her colleagues. This treatment is unacceptable considering we pay a significant amount for our family membership. I remained polite throughout the encounter, but her behavior was entirely unprofessional. Due to this mistreatment, my family and I are considering cancelling our membership unless appropriate action is taken. This conduct is unwarranted, and steps need to be taken to address it, which could include offering a free month, a discount, or addressing the employee's behavior.

I have been a member of LA Fitness since [redacted]. Over the past few days, I have tried to cancel my account at the LA Fitness Newington branch. When I called to cancel, they requested that I come in person. Unfortunately, during my visits, I have been given various reasons why the responsible person wasn't available to process my cancellation. Despite multiple attempts, each visit resulted in the person in charge of cancellations not being available. Due to my work schedule, it's difficult for me to keep returning to the gym just to cancel my account. I feel frustrated by the situation and wonder if LA Fitness is intentionally making it challenging for me to cancel. If my account is not canceled promptly, I will have to take legal action.

I have been a member of LA Fitness since [redacted] (formerly Bally's since [redacted]) along with my wife and oldest daughter, Bianca A. My two youngest daughters were denied entry to the club without their mother present, despite my membership allowing for two guests. The manager, Sandra, displayed poor communication skills and lacked customer service etiquette. The facility's cleanliness and organization were also disappointing, with issues like missing shower curtains and locker mismanagement. I expect better standards and will be exploring other fitness companies for my family's workout needs after this negative encounter.

I am extremely concerned about the inadequate staffing levels at the kids club. Today, when I dropped off my 10-month-old, there were only two other babies present. However, upon my return an hour later, there were a total of 14 children, predominantly babies, being supervised by just one staff member. This poses a significant safety risk and is not an isolated incident. Moreover, this situation clearly violates child care laws. Despite the staff member's attempts to call for help, no assistance arrived, and even the front desk was unattended when I sought help for a child needing to use the bathroom. Urgent action is necessary to prevent any harm to the children. I would appreciate a call back to address this matter. I have referred two new members in the last month, but will refrain from recommending the club further until this issue is properly resolved.

I am concerned about the staffing situation at the Whitby kids' club. This morning, I dropped off my 10-month-old daughter at 9:00 and when I returned an hour later, there were 14 children present with only one staff member. The staff member had called for assistance multiple times in the last 20 minutes with no response. There was also a situation where a child needed to use the bathroom while the staff member was alone with nine babies. This is a serious issue that needs to be addressed to ensure the safety of the children. I have brought this up with the staff before, but the problem persists. Until this is resolved, I will not be bringing any more members to the club. My phone number is [redacted]. I would appreciate a call to discuss this matter. -Lindsay Swoboda

My name is R. Montes, a member at your Clark, NJ facility. Unfortunately, this morning I was threatened by another LA Fitness member. The incident occurred when I attempted to use an unattended machine and the member aggressively confronted me about his nearby bag. Despite my efforts to explain and wait for him to finish, he became increasingly angry, even suggesting we settle things outside. Instead of involving authorities, I chose to end my workout early. I value a comfortable and friendly environment at LA Fitness, but this experience has tarnished my expectations. I respectfully request the termination of my membership. Thank you for listening to my concerns. Please advise on any closing fees that may apply.

Hello, I am Mike Grimes, a loyal member of the Bulverde Rd club in San Antonio, TX since August [redacted]. I recently spoke with GM Brandon about my situation. I will be moving to the other side of town for about 6 months and wanted to continue using LA Fitness there. Brandon offered to upgrade my membership to multi-club for an additional $5 per month plus a $60 change fee. Due to my disability, it was hard to negotiate further with him. As someone with retail management experience, I believe accommodating loyal members can benefit the company in the long run. I was surprised Brandon didn't waive the fee to retain my membership. I am willing to upgrade to multi-club with the extra $5 monthly, but I hope the change fee can be waived. I am considering other gyms but would prefer to stay with LA Fitness. I value the company and hope for a positive resolution. Thank you for your attention, Mike Grimes

I am experiencing issues with my fitness bar code account. Despite multiple assurances, including today by Allison, I was initially told that I would retain my current amenities, including r-ball, when switching to Silver Sneakers. However, during my last visit, I was informed otherwise and was promised a call from a manager that never occurred. I originally opened my account in Arizona and added my daughter with the understanding that she would have the same amenities. Even though she was later separated into her own account, she also does not have access to r-ball. I want to ensure that I retain my previous privileges seamlessly and resolve any discrepancies, including potential refunds for my daughter if necessary. Alicia at Bridgeville, PA has offered assistance if needed. Thank you for your attention to this matter.

I recently joined LA Fitness for personal training and was assured by a representative that I had no contract and would pay monthly. However, when I tried to cancel after a month due to financial reasons, I was told I had a $1,[redacted] buyout fee in a contract I never signed. After contacting corporate, they confirmed my suspicions that my initials and signature were forged. I have since canceled my membership and am disappointed with the situation. I am considering legal action unless this matter is resolved appropriately.

On March 9, [redacted], I called the North Hollywood location on [redacted] Victory Blvd, NOHO CA [redacted] at [redacted]. I asked to speak to the General Manager and was connected with Max B. Though he declined to provide his last name, Max B. was incredibly rude during our conversation. I was inquiring about reserving a 14-day pass for my friend through the LA Fitness app, but Max B. had no customer service skills and abruptly ended the call stating he was busy. I am shocked at his behavior towards a long-standing customer like myself. Can someone from a higher management level reach out to discuss this matter? I am deeply disappointed in the treatment I received.

Hello, I have been living in Menifee for the last 6 years, and I noticed your new gym nearby. As an ultra marathon runner and a mom of two, I am interested in a gym membership. However, I have found that the childcare hours at the gyms in the area are inconsistent, leaving me with only a short window to work out while my youngest child is in their care. I believe it would be a great idea for gyms to offer a membership option at a reduced rate specifically for parents who can only work out during childcare hours. It seems unfair to pay the same monthly fee as others who can access the gym at any time when I am limited by childcare hours. I think local gyms could benefit from creating a program or membership package tailored to parents with young children. Thank you for considering this suggestion.

In late January, I removed my daughter from our account with the so-called "manager." However, the company continued to charge us the same amount. Recently, when I followed up with the manager regarding this issue, he claimed that the Levittown NY gym does not have a manager and cannot remove members. This contradicts what he assured us back in January. It's upsetting to discover that the assistant general manager, Stefan Walsh, who supposedly assisted us in January and during our recent conversation, is not recognized as a manager by the front desk staff. The lack of clarity and consistency is frustrating, and I insist on a refund for the unauthorized charges.

I am writing to address a concerning issue that occurred over the weekend at your establishments. On Saturday and Sunday, during peak hours, I was taken aback to find two female employees cleaning the men's locker room without regard for privacy or respect. The situation exposed both guests and staff to potential risks and discomfort. Despite previous discussions with your team regarding this matter, the incident persists, reflecting poorly on your otherwise well-established business. The dismissive response I received from the front desk only added to the frustration. It is evident that better decisions need to be made to ensure the safety and comfort of everyone involved. If this practice continues unchecked at your Houston gyms, I may consider escalating this issue to the media. In light of the current cultural climate and the importance of the Me Too movement, maintaining such policies is not only unacceptable but also outdated. There are numerous other fitness facilities that prioritize their patrons' well-being and privacy. Unless significant changes are implemented, I will be seeking alternatives for my gym membership. Thank you for addressing this matter promptly. Best regards, T. R. Heights and Yale Gym Member Greenway Plaza Gym Member

At [redacted] University Avenue in Saint Paul, Minnesota, the club manager consistently parks his grey jeep (MN license AUC-[redacted]) in the fire lane by the front entrance. As an employee at the Minnesota Department of Transportation, I can confirm that parking in that area is prohibited for the safety of patrons, reserving it for emergency vehicles only. Despite my complaints to the staff and an email to LA Fitness dated 6/3/[redacted] ensuring the issue would be addressed, the illegal parking has resumed. During my visits on March 1, [redacted], and March 17, I observed the employee's ongoing disregard for parking regulations, prompting me to notify the local police. I intend to involve city inspectors, fire inspectors, and traffic enforcement to resolve this recurring problem. This situation reflects poorly on your corporation and I urge you to take disciplinary action against the employee responsible to avoid legal repercussions.

I have been a member of LA Fitness on Northern and 22nd Avenue in Phoenix, Arizona for years. Despite my repeated requests, the cleanliness of the facilities, especially the bathrooms, sauna, and pool deck, has been severely lacking. The cleaning staff, particularly Nick and Bianca, have not been responsive to my concerns. Recently, I encountered a situation where the cleaning practices were unsanitary, with toilet seats being cleaned using dirty water, and the sauna floor mopped poorly, leading to unpleasant odors. When addressing these issues with Bianca, she appeared dismissive and unhelpful, even making inappropriate comments about my use of the handicap parking spot. Feeling frustrated, I took matters into my own hands by cleaning up the sauna myself. I have photographic evidence of the poor conditions which I am willing to share if necessary. It is essential that LA Fitness hires dedicated and competent staff who take pride in their work to ensure a clean and safe environment for all members. I hope to see improvements soon and receive updates on the actions taken to address these ongoing problems.

I have noticed a lack of professionalism in a manager at my local LA Fitness in Webster, NY on Holt Road. The manager, Mike, appears disinterested in his job, often smelling of marijuana and spending most of his time sitting with his feet up, using his phone, or distracting other employees. Mike's behavior and attitude have been off-putting, making interactions with him draining and unproductive. Considering his conduct, I have contemplated switching to a different gym, like the nearby Planet Fitness. It's disappointing to witness a manager create unnecessary drama and neglect their responsibilities, especially in a place like a fitness club where patrons rely on a supportive environment.

Dear LA Fitness Administration, Approximately three years ago, I signed up for a month-to-month membership at the L.A. Fitness in Springfield, Virginia, but unfortunately never used it. I had to cancel due to a fraudulent bank card replacement around the first year, and despite speaking with one of your agents who agreed to cancel my membership, my account is still being charged $33.99 per month after more than three years. I am disappointed and frustrated with this ongoing issue and would like a refund for the unauthorized charges made over the past two years. I have tried to cancel in person and over the phone, and it's disheartening that my request has not been fulfilled. Your prompt attention to this matter is appreciated. Sincerely, A.S.

I visited LA Fitness located on Ackerman Avenue in Clifton, NJ with my brother and a friend – my brother is 16 years old and my friend is also 16. I accompanied them as their legal guardian, but was informed they needed parental consent to enter. The staff mentioned that if I could provide 12 referrals for each of them, they might consider allowing them access. Despite offering to show proof of guardianship like tax documents, the front desk employee dismissed it as insufficient, implying anyone could falsify such information. I was taken aback by the rude and dismissive behavior of two employees and even the manager, who laughed during the interaction. This disappointing encounter on 3-23-[redacted] at the Clifton location has made me reconsider joining LA Fitness due to the poor treatment we received.