LA FITNESS BAD BUSINESS PRACTICES
Complaint
Alisa Rotundo
Country: United States
For almost 6 months (or since Pure Fitness was bought out by LA Fitness), the members have been sold a bill of goods. From promises that the air conditioning would be fixed to promises that the mildewed, smelly, worn carpet would be replaced and everything in between. I had been paying for personal training sessions; however, each trainer, one by one, either quit or was fired, making it almost impossible to schedule an appointment with the same trainer more than twice in a row. When it was Pure Fitness, the trainers were plentiful, accommodating and helpful and we were promised LA Fitness would provide more of the same - it most certainly did not. If a trainer or time slot was unavailable, that was just too bad. I filed a complaint with the BBB, spoke to the corporate office and explained that I continued to pay for personal training but was not able to schedule personal training. After many calls to corporate in California explaining my plight and asking for a refund of my previously paid personal training sessions and a cancellation of my membership, I was advised by Danielle that, although she completely understood my frustration, it was not their policy to do either but she'd see what she could do. After we went round and round, she finally moved a trainer from another facility to the Chandler facility where I had my membership. I was not offered anything else, no free training sessions, nothing. I began training with Ashley and, after a couple of training sessions, she was no longer available on my preferred days. As I was attempting to reschedule, I received a call from Ashley stating that the LA Fitness I belonged to was closing and that I'd have to attend the other Chandler LA Fitness (the one that is packed all the time, even before the other 3 Pure Fitnesses in the area closed and sent their members there); however, she was still not available during most times that were convenient for me. I, again, called Danielle (and her manager, Shawnee Haysum, who had previously advised me that if I ever needed anything further, I should contact her - I left 4 messages and never received a return phone call), again, explained my frustration and again asked that I please be refunded the $800 or so I had paid for training that I had been unable to use, and that I be released from my contract that was ending in 2 months. No dice. I explained that this was a very poor business practice and that, although it kept money in the pockets of LA Fitness in order for them to stay afloat, it was creating a very bad name for them as I, and most certainly others, have and will continue to spread the word about their terrible customer service. I finally got a letter from LA Fitness stating that I would not be receiving a refund or my payments, I would not be permitted to cancel my membership and that nothing further would be done to assist me.
Comments
After I signed up for my multi club deal, my kids club deal was cancelled along my old membership. Since I already pre-paid for both a month and half a head of time, I didn't find out it was cancelled for a month and half. I called Brent many times, left him several messages and he never returned my calls. I had to go to the gym and speak to him. I saw him twice since them both times I spoke with him he told me he was working on it. Since then, every time I call they tell me I have to speak to him and he is the only one who can fix it. This was over a month ago. I left him over 20 messages and he never returned my calls. Finally they told me he is transferred to the Oakdale location and I should call there and not the one in Blaine. I have tried to get a hold of him there multiple times. They ask for my name and they will come back to tell me he is busy and he will call me back. I have tried to get his manager's number or e-mail and they wouldn't give it to me.
About a month ago, they did transfer me to a customer service and I was told they will either speak to him and call me back or they will let him call me back and he never did. I spoke with a manger in Brooklyn Park and he said I have to go back to Blaine and speak to the manager there. Today I finally got a hold of the manager in Blaine. He acted he was sad and was going to fix it. At the end he said well, the $1 is gone and told me clearly Brent should have never promised that and nothing can be done about it. He transferred me to customer service very much to just complain and move on. When I spoke with customer service, they won't give me his manager information but they made it clear to me that I can't get that deal, he shouldn't be promised, it is still a good deal to pay $10/month for the day care. I told him that this was not just about money and it is about principle. I used to pay over $50/month at Lifetime Fitness and I was fine with it. But, I feel I was deceived and totally betrayed. They lied to me and made me cancel the membership I already pre-paid for. They can't fix what their employee broke. They all pick up the phone and say they are managers until they find out you aren't buying a new membership. Once they do they can't help you. It is extremely frustrating and they are all very unprofessional. I e-mailed the main e-mail address over 2 weeks ago to either fix that or reimburse me all the extra money I paid to get myself into this mess and no response. I don't want them to do to anyone else what they did to me and I didn't want to move on without doing something about it.