Hello, * *My name is Mike Grimes and I've been a loyal member at the Bulverde Rd club i...

GetHuman-mirogrim's customer service issue with LA Fitness from March 2019

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The issue in GetHuman-mirogrim's own words
Hello, * *My name is Mike Grimes and I've been a loyal member at the Bulverde Rd club in San Antonio, TX since August of ****. Earlier today (before my last workout) I approached GM Brandon with my current situation. Simply put, I'm moving to the opposite side of town for approximately * months (before moving back into the area). I explained this to Brandon and said that I knew I could freeze my account, but I'd prefer to continue patronizing LA Fitness over where I would be living. He explained that he unfortunately couldn't transfer my single club membership but could upgrade me to the multi club membership for $* more per month, along with, and here's the problem, a $** change fee. I told him that the $** fee (for a * minute membership upgrade) wouldn't be worth it. I could've continued to haggle with him but I'm disabled and speaking is difficult for me. * *Bottom line is this - before I had to retire years ago due to my disability, I was a retail District Manager for a few different companies (Office Depot, Blockbuster, Borders). Much like your company, I assume, our main goal was to increase customer transactions, membership count and overall revenue. Based on this, we were willing to forego some short term pain (much like you continuously offering to waive initiation fees for friends and family) for increased membership and long term gain. With this in mind, it took me by surprise that Brandon would choose to charge me the $** "change" fee and not offer to waive it once I balked at it (especially as an almost * year loyal member). A quick mental cost* benefit analysis by him should've quickly led him to the conclusion that upgrading me without the $** fee would've netted your company $*** over the next * months ( $*** in multi club membership fees vs. $** in suspended fees). In addition, besides the lost membership revenue by not upgrading me without the fee, your company stands to lose much more from my dissatisfaction. Besides potentially going to another club (remember I wasn't suspending to stop working out but because I had to go to a different gym on the other side of town) for * months, I may very well decide to stick with the new club and cancel my membership with you, forgoing spending $** per month for several years going forward (I understand that there's risk to this as I can cancel at any time but I wouldn't considering I love LA FItness, have already been a member for close to * years). Plus there's always the people I'd probably tell of my poor experience causing potential lost membership revenue to your company in the future.* *Look, bottom line is this: as a loyal, almost * year member, I have the expectation that I would receive at least the same, if not better treatment*service than a potential member who you're looking to sign up (by waiving the normal initiation fee).* *Please let me know if waiving the change fee is a possibility and I'll happily upgrade to the multi club membership and pay the addition $* monthly fee ($** total) in perpetuity. I'll hold off on signing up with another club until I hear back from you with your solution.* *Again I love LA Fitness and am sure that Brandon is a great guy. And it's not a matter of affording the $**. My issue is with the principle of the situation, as I've explained in great detail. General Managers should have the discretion to do what's right for both the member as well as the company and this specific situation was a missed opportunity (and chance to create goodwill), in my opinion.* *I look forward to your response.* *Thanks for reading and listening,*Mike Grimes

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LA Fitness

Customer service issue
Reported by GetHuman-mirogrim
Mar 5th, 2019 - 3 years ago
Not resolved
Seen by 2 customers so far
Similar issue to 1701 others
0 customers following this


GetHuman-mirogrim started working on this issue
Mar 5th, 2019 5:40pm

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