LA Fitness Customer Service Issues

On 02/24/20 at the Denton LA Fitness, my 17-year-old daughter had her personal locked locker broken into inside the ladies' locker room between 3:10-3:45. A middle-aged Caucasian woman broke the hinge off the locker door while the lock was still secured, and stole her car keys, wallet, house keys, driver's license, credit cards, debit card, cash, and gift cards. The thief then proceeded to Target, Walgreens, Chevron, and Raising Cane's. There are no security cameras on site at the entry/exit or parking lot! It is unsafe and unhelpful for a gym not to have cameras monitoring the front and exit doors for safety! This issue needs to be addressed on many levels.

I would like to request a cancellation for the personal training sessions booked under Samantha Solkowitz. My concern arises from the terms outlined in the contract we agreed upon. Initially, we intended to renew our membership, but the proposed renewal rate was unexpectedly high. We were under the impression it would be offered at a lower cost upon renewal. We were informed that opting for a renewal with altered terms would incur an additional initiation fee, which was unexpected. Furthermore, there appears to be a discrepancy in the start date of Samantha's training sessions. The contract was signed on January 28th, yet the personal trainer's contract stipulates a start date of March 22nd, resulting in a delay of nearly two months. This timeline misalignment is confusing. I would like to provide context that Samantha accessed LA Fitness facilities as a guest of my spouse, Bunlam Solkowitz, who is a member. I, Daniel Solkowitz, am also a member of LA Fitness.

I have been utilizing LAF for some time but recently joined the club for my workout needs. I took part in a health assessment program after being invited by Taylor, but was given vague information about personal training program costs. I was misled about the enrollment fee and the refund policy, with incomplete information in the contract. During signup, Kuann distracted me and rushed me into signing. After realizing I was overcharged, I asked for a refund but faced unhelpful responses from Taylor and Kuann. Klani, who I was told was the manager, denied me a refund and Kuann and Klani were unprofessional and rude. I feel cheated, disrespected, and mistreated. Despite attempting to resolve the issue with them, it remains unresolved. I request a refund for unused sessions and disciplinary action against Kuann and Klani. The staff at Irving location engaged in shady practices. I await a prompt resolution. Thank you for your assistance.

The club located in Oswego, Illinois, has not been providing sufficient cleaning supplies to its staff and members amidst the current viral epidemic. Despite requesting additional cleaners for the studio, the corporate response only mentioned placing a disinfectant spray bottle on top of the stereo cabinet. Corporate stated they could not mount paper towels and cleaner inside the studio and preferred members to use the available supplies outside the studio. This response is deemed unacceptable, especially given the heightened need for sanitation during the pandemic, particularly after past issues with legionnaire disease in LA. The lack of sanitation materials and proactive cleaning measures is unacceptable, considering LA's substantial financial status. Urgent action is required to address this issue promptly by ensuring the club is properly cleaned, staff is supplied with necessary materials, and staff members are actively involved in cleaning routines throughout the day. Additionally, a lack of communication and updates to clients further aggravates the situation. The club needs to prioritize cleanliness and safety for all its members immediately.

I recently received a call from a La Fitness representative who requested updated credit card information. I provided my new details and requested a freeze on my account, ensuring no further charges until the club reopens. However, despite the assurances, I was billed after freezing my account. Additionally, I was informed that the freeze fee would be waived due to club closures. I have been a member since [redacted]. I kindly request a refund of the $29.28 charged to my account in error. Thank you for addressing this billing discrepancy.

I am seeking a refund for my annual fee charged on 3/23, totaling $49, along with a $10 frozen membership fee due to gym closures in LA and Pasadena (my home gym) amid Covid-19. Despite receiving an email claiming billing suspension, I was charged post-closure. A customer service representative mentioned billing suspension starting April 1st, contrary to the email promising immediate halt. I request a prompt refund of the $49 annual fee. If further assistance is needed, kindly connect me with a customer service manager, reachable at [redacted].

Hello, I need to cancel my membership as I am currently overseas. On March 15th, I contacted LA Fitness at Totem Lake regarding canceling my membership due to travel to India on March 17th. I was informed to visit in person to cancel. However, when I attempted to do so on March 16th, the facility was closed despite being told it was open. The staff was unhelpful and did not accept my request to cancel with my itinerary as proof. I followed quarantine guidelines before the cancellation request. I was not given any alternative methods for cancellation. I have photo evidence from March 16th with my itinerary at the closed LA Fitness location. Since I will be in India for an extended period without a visa to return to the US, please proceed with canceling my membership promptly.

I am a member of LA Fitness in Port Saint Lucie, Florida with the key tag number F[redacted]4. My name is Bruce Cramb. I visited the gym for the first time since its reopening on 05/31/[redacted]. I was surprised to see that I was the only member wearing a mask. After inquiring, an employee informed me that masks are not mandatory as per corporate policy. I am troubled by this lack of requirement, given the current situation with COVID-19. Moreover, the employees were also not wearing masks. As a gym business, it is important to understand the proper breathing techniques while lifting weights to minimize the spread of respiratory droplets. Additionally, there was no staff member actively ensuring that members were maintaining proper social distancing protocols.

I recently cancelled my family's LA Fitness membership, only to discover that they had been charging my stepfather for an extra account that I had cancelled two years ago when I moved out. Despite cancelling the membership, LA Fitness continued to charge him for it. This has been going on for two years, taking advantage of an elderly man in his 80s. I rejoined the gym in February this year but had to cancel due to the pandemic. The cancellation process at the gym was unprofessional with no email confirmation or printed receipt provided. I just verbally requested cancellation, and the staff clicked on something on their computer, claiming it was done. I am concerned about the lack of professionalism related to cancellations and the vulnerability it creates for customers, particularly older ones like my stepfather. I need to verify that the accounts are indeed cancelled and discuss the refund for the overcharged amount with LA Fitness.

Hello, good morning. My name is Andreina Colmenares, and I'm reaching out to address an issue. On March 16, [redacted], my sister Fabiana Colmenares and I joined LA Fitness gym, paid the membership, which closed two days later due to the coronavirus pandemic until May 25, [redacted]. They assured us that the payment for March would be frozen until the gym reopened, and no charges would be incurred during the pandemic. However, on June 4, $93.16 was deducted from my account for the membership, despite my request for cancellation before this date. I successfully canceled on June 5, but the money had already been withdrawn. I am seeking a refund as I was unable to use the gym while it remained closed. Your assistance in resolving this matter is greatly appreciated. Thank you.

I have not received any response from LA Fitness after repeatedly trying to cancel my membership and request a refund for charges made after their closure due to the pandemic. It's disappointing that they have not addressed my concerns despite my attempts to contact them via phone and email. I am urging management to address this matter promptly and provide the necessary assistance. Thank you, Robert M. [redacted] --- Original Email Sent on May 20, [redacted] --- Subject: Cancel Membership I have requested to cancel my membership and receive a refund for the charges incurred after the clubs closed due to the pandemic. Please see my previous email dated May 12th below for reference. --- Original Email Sent on May 12, [redacted] --- Subject: Cancel Membership I have decided to cancel my membership due to the current situation. I kindly request a refund for the last month's payment as I was billed after the club closures. Please provide me with confirmation of the cancellation and refund. Feel free to contact me if clarification is needed. Best regards, Robert M. [redacted]

I have been trying to cancel my membership for over a month now. Despite finally reaching someone at my local club over the phone now that it is open, I was informed that neither they nor I can cancel online; it must be done in person. As a 66-year-old unable to leave my house at this time, this poses a challenge. The Corporate phone number provided has been unresponsive. I have already been charged the monthly and yearly fees. I plan to dispute these charges through my credit card company to seek a refund. However, the pressing matter remains - I urgently request the cancellation of my membership. Thank you, C.C. [redacted]

June 21, [redacted] Dear LA Fitness Corporate, I am writing to request a refund and to stop automatic payments from being withdrawn from my bank account. I enrolled in the training program at the Parkland, Florida [redacted] location and had issues with the trainers. Despite discussions with the store manager and corporate, my request for a refund was not granted. I have since relocated to Tennessee and ask for a refund within 7 business days or I will consider legal action. Sincerely, Dr. Gary Chierico

Regarding LA Fitness - 4S Ranch Location Face Covering Policy I visited the 4S Ranch LA Fitness to work out this morning and provided documentation of my 10% disability rating for non-allergic rhinitis from Veteran Affairs, which falls under the California Department of Public Health's exemptions for face coverings. When I checked in, one manager noted it on my account and allowed me to work out. However, another manager named Jay later informed me that everyone inside LA Fitness must wear a mask. I would like clarification on LA Fitness' corporate policy regarding face coverings. If masks are mandatory with no exemptions, I respectfully request a refund and cancellation of my membership due to the conflict with the Americans with Disabilities Act. My membership is prepaid until May 9, [redacted]. If LA Fitness aligns with the California guidance on face coverings and exemptions, I ask for clear communication of this policy to all locations, particularly 4S Ranch in San Diego County, and request access to the club. I can be contacted at [redacted] for further information and documentation. I hope for a prompt resolution to this matter.

I would like to cancel my personal fitness contract with LA Fitness. Initially, I signed up at my local LA Fitness for the "Silver Sneakers" program using Medicare. Additionally, I enrolled in personal training just before the Covid-19 pandemic. I trained with an assigned trainer before she left, and the training director offered to assist temporarily until a new trainer was found. However, the gym closed due to the pandemic and upon reopening, I tried to cancel my training contract but have faced difficulties. Despite attempts to resolve this issue by contacting the corporate number provided, I've only encountered extended wait times and static on the line, with no resolution in sight.

Last Saturday, on June 4th, I arrived at around 11:00 am at the reception desk. The staff informed me that gloves were required, even though I was only attending a zumba class and not using the machines. I mentioned that the website did not mention this requirement and assumed they were selling gloves for $1.00, making it mandatory. After the class, my friend and I spoke with the manager, requesting a receipt for the glove purchase. The discussion turned to the legality of this policy, with the staff stating they bought the gloves themselves. We suggested they get reimbursed to provide gloves for free that day. The manager seemed unsure how to address the issue and the rudeness of the employees. This incident occurred at the LA Fitness Harbor City club, with check-in at 11:00 am and check-out around 11:47 am.

Hello, I recently noticed two charges from L.A. Fitness on my bank statement: $13.33 on June 23, [redacted], and $24.99 on June 28, [redacted]. I was unaware of the gym's reopening during COVID-19 and feel I shouldn't be charged for services I can't use due to the pandemic. Despite my attempts to contact the L.A. Fitness Operations Manager, Josh, at [redacted] since last Wednesday, 07/01/20, I have been unsuccessful in requesting a refund for these charges. I also hope to receive direct notifications from L.A. Fitness regarding any future billing changes rather than discovering them through my bank statements. Thank you. - Lauren B.

I am having issues with the Cuyahoga Falls, Ohio LA Fitness center not following the state swimming pool and spa guidelines. According to Ohio regulations, all swimming lanes should be open for two people to share, and the spa should have limited seating availability. However, at the Falls center, they only allow one swimmer in two out of three lanes, and the spa remains closed. The process of securing a lane is unclear, as we are asked to sign up at the front desk without a clear system for lane availability. Despite speaking with the manager, who claims to be following LA Fitness rules, the state guidelines are not being adhered to. I would appreciate it if the center could be reminded to open all lanes and the spa according to the Ohio regulations. Thank you. - Dick R.

I have encountered numerous issues with my personal training experience. Working with over 10 trainers, approximately, I lost count due to their high turnover rate. Four trainers left after just one or two sessions, and some didn't even make it to the first session. The longest I worked with a trainer was about 3 months within a one-year period. Despite being upgraded to a master trainer, I have never actually received training from one. Besides the gym's struggle to retain trainers and provide consistency, each new trainer assigned starts with wasted time on introductions and determining my training needs. This resulted in approximately 10 sessions wasted on these initial steps. Unfortunately, I was left with 15 unused sessions as two more trainers quit suddenly without any warning or assistance.

My name is D. S. and I am hesitant to cancel my membership. I plan to visit the gym tomorrow but feel concerned about the lack of mask-wearing. I believe all LA Fitness locations should enforce a mask mandate for the safety of everyone. I frequent different locations, not just Brooklyn Center, and the inconsistency in mask usage has deterred me from going regularly. Today, I noticed a mix of members wearing masks and others not, which has heightened my worries.