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Business Profile

Health Club

LA Fitness
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for LA Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 2,605 total complaints in the last 3 years.
    • 708 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/29/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have spent three hours trying to cancel. I have went in person, called, emailed, sent chats. They emailed me saying I have to fill out a form, but the form doesn't exist. The employees don't know how to access and the website doesn't have it on it. So no I am on auto renewal without any hope of ever canceling. I am happy to put a 30 day notice in but can't. Now I will be unable to cancel for months and they will not let me cancel delaying my 30 days further. It this wasn't ridiculous. I would have come back.... Now will never come back.I just want to cancel my account!!!!

      Business Response

      Date: 07/03/2025

      LA Fitness followed up with Mr. ********* regarding his concerns and we processed his membership cancellation.

    • Initial Complaint

      Date:06/29/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I signed a 6 month personal training contract in January. Last payment was due June 9. In May their air conditioning stopped cooling properly. They refuse to let me out of my final payment even though I am unable to go to the gym most days due to heat. The facilities manager told me it would be fixed June 11, and we agreed that they would delay my last payment until July after it is fixed. I have a backlog of training sessions due to not being able to use them on and off due to heat. I just want them to cancel my final payment and they refuse. It is June 29 and still the air is not properly functioning. They told me a couple of the compressors are not working but some are. The training manager *** refuses to acknowledge that there is even an issue she says the temperature is just fine, the regional manager ****** is the one that initially delayed my payment. Now none of them are returning my calls. I just want to be let out of my final payment. Read the ****** reviews on this place. They are terrible and obviously poorly managed. The sauna has been broken too for months.

      Business Response

      Date: 07/03/2025

      LA Fitness followed up with Ms. ******* regarding her concerns. She was not aware that the personal training program was placed on a complimentary freeze for an additional month. It had not been communicated with her. In addition, the **** was repaired yesterday. Her next and final payment will be billed on 8/6/25.

    • Initial Complaint

      Date:06/28/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am currently paying the $10 monthly fee to suspend my membership with LA Fitness. I have been paying this fee for about 6 years, and have finally decided to cancel my membership. I went about 2 1/2 weeks ago on a day I happened to have taken off work to cancel. I spoke to someone who was at the front, they stated they were a manager, and since I was grandfathered in to my membership and don't pay the annual fee I should think about keeping my account open. I also was offered a free training session with a trainer as an incentive. The manager said I would get a call in the next week. I never received a call from a trainer. I decided I'm just not going to cancel the membership. I went today 6/28/2025 to cancel, I was told they don't have managers on the weekend only Monday-Friday 9 to 5 which are the times I work. They should have a manager in, at least half a day on the weekend or offer an online option to cancel. I shouldn't have to take time off work to cancel my membership. They also said I can only do it in person or by mail. I'm pretty sure they wouldn't want to give employees time off just to handle ridiculous simple matters like this. I just want my membership cancelled.

      Business Response

      Date: 07/03/2025

      LA Fitness provides members with the option to cancel at any LA Fitness location between the hours of 8 AM-5 PM on Monday through Friday, when the Club Manager is available to process it, but we strongly encourage members to send a written cancellation request via certified mail to ensure return-receipt. Ms. ****** also have the option to cancel by sending an email from the email address she has on file with us or online by logging in to her online account Our cancellation policy is not designed to make it difficult for our members to cancel, but to ensure cancellations are handled properly and that the member has a record of the cancellation. Nevertheless, LA Fitness followed up with Ms. ****** regarding her concerns. WE apologized for experience that she was not provided with all options available to cancel her membership. We assured her that we took this opportunity to re-coach our team, especially those who work early mornings, late evenings, and weekends, to ensure they are providing our members with all options to cancel to allow for a seamless cancellation process. In addition, we processed her membership cancellation and emailed her a confirmation receipt 

    • Initial Complaint

      Date:06/27/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 27th 2025 16:23:28 at the LA Fitness location ******************************************* I was unexpectedly and without merit given a Criminal Trespass Warning and was forced to leave and not return to the location. I am a valid paying member and am not in any trespass violation. Around 16:20, I was using the sauna and encountered ***** Putlapu in the area. I do not speak English well (my son is helping me file the complaint) and in my attempt asked her the time and ***** obliged. Afterwards I informed her since I believed she was the manager, that the sauna clock is incorrect and I need it to keep track of time since I don't want to keep my belongings with me in the hot sauna. I also informed her about the low to no supplies in the ladies room and how unsanitary and smelly it is in there. I did not know what she said, if anything due to my limited English, but I went off to take a shower.I come back after showering and ***** had called the cops to tell me that I am trespassing and need to leave the premise. I asked her what I did wrong but she did not provide any reason for such a blatant misuse of the police. I figure she did not take kindly to me telling her that the supplies are low and conditions were poor. I want to inform you of this inappropriate conduct by ***** Putlapu towards a paying member, *** *** and request you to explain the exact reason why the police was called, mediate, and request they allow me to return to this location without consequences as there has been no wrongdoing. If the wrongdoing was speaking up about the lack of service then I would like something to be done about the management of this location. Calling the police on someone who doesn't know english without reason is absolutely unacceptable. Thank you.

      Business Response

      Date: 07/09/2025

      The District Operations Manager has been in contact with Ms. *** regarding her concerns via email. The matter has been resolved and we have mutually agreed to move forward

      Customer Answer

      Date: 07/09/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      *** ***

       

    • Initial Complaint

      Date:06/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      LA fitness has wrongfully been charging me monthly stating I am late which my bank details we have never once had a problem. This is a problem with LA Fitness system not me. I was contacted 4 separate times on 6/25/25 by aggressive LA fitness employees wrongfully accusing me of not paying my bill and not having funds in my bank to pay them I said they were insulting me and they promised to waive the late fee which was never waived and still charged. Specifically the disrespect of employee named ***** at the ****** office. How disrespectful and unprofessional are you and is LA fitness. How dare you harass me and steal my money.

      Business Response

      Date: 07/03/2025

      We appreciate our members feedback regarding her experience. This is not the type of experience we want any of our members to have. LA Fitness followed up with Ms. ******* regarding her concerns. We apologized for her experience and assured her that we would address the matter internally with the employee involved. We also suggested updating her payment method to avoid future issues. She said she updated the same card on file yesterday and, should it decline again in July,she would provide a different form of payment.

    • Initial Complaint

      Date:06/27/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company chose to breach my contract with their personal training due to closing my home gym location without notice. When I asked to cancel the contract due to the fact that they made the breach in contract they refused to unless I pay over $1300 to do so. The location they want me to go to is too far a drive along with being filthy and overcrowded. This company is completely in the wrong and they will be held accountable.

      Business Response

      Date: 07/03/2025

      LA Fitness followed up with Ms. ******** regarding her concerns. We advised her that we are not in breach of the contract as we have multiple clubs within 15 miles of the club that closed. She understands and will visit a few other local clubs to see which one will make the most sense for her. We also reminded her that, should she choose to terminate her personal training agreement early, her agreement includes a voluntary cancellation provision which affords her the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the agreement. In the meantime, we processed an end of term cancellation to ensure that monthly billing ends after she competes the initial agreed upon term.

    • Initial Complaint

      Date:06/26/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      LA FITNESS CONTINUES TO CHARGE YOUR CHECKING ACCOUNT AFTER YOU TELL THEM TO CANCEL MEMBERSHIP.I haven't used LA Fitness for over 2 years, and about 8 months ago I called to tell them to cancel the membership, as they don't have a means to do so online.They said they'd do that. But alas, I'm without a job now and moved across state to make ends meet and they're charging me $80 still. WHY? AVOID THIS GYM LIKE THE PLAGUE

      Business Response

      Date: 07/03/2025

      LA Fitness followed up with Mr. ****** regarding his concerns. We confirmed that his membership should have been cancelled in February. We provided him with refunds for the last four months of membership dues as well as the annual fee (refunds applied to the same account used for payment).

    • Initial Complaint

      Date:06/26/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have had my pilates membership on pause and I asked a team member to pause the month of june as well and she said she will, this was June 10, 2025. Turns out she never did. I got charged $99 for pilates on June 16, which I have not been going to for the last 3 months. I spoke to both the manager and team member said there was nothing they can do about a refund. They didnt even apologize for not freezing it when i told them to.

      Business Response

      Date: 07/03/2025

      LA Fitness followed up with Mr. ****** regarding her concerns. We confirmed that her Pilates membership should have been frozen in June. However, the freeze was not applied. We provided her with a refund in the amount of $89.00 for the dues billed less the freeze fee (refund applied to the same account used for payment). Please allow 3-5 business days for the refund to post to the account. 

    • Initial Complaint

      Date:06/25/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 25, 2025, I visited the LA Fitness club located at *************************************. The facility had its doors open despite the air conditioning (A/C) being non-functional, during a heatwave where the real feel temperature approached 86F (30C). This created an unsafe and potentially hazardous environment for physical exercise.This is not the first issue. Just a few days ago, the same location unexpectedly closed with no prior notification or proper communication, except for a single flyer posted on the door saying the A/C was down. As a paying single-location member, I was not given any option to access alternative locations or offered any type of credit or compensation for the facility's inaccessibility.LA Fitness has not made any announcements via email, text, or app notification regarding this recurring issue. There has been no customer outreach, refund, or accommodation, and the club's operations in this condition may even violate health and safety expectations.This is a breach of what the membership promises: access to a functioning, safe fitness facilit

      Business Response

      Date: 07/09/2025

      We appreciate our members feedback and concerns regarding our facilities and strive to provide a healthy environment. The District Operations Manager followed up with Ms. **** regarding her concerns. We explained that the Niles * ************* location was permanently closed going forward, but that her membership had been upgraded to include access to all clubs and that we had several other clubs in close proximity to her old home club. Ms. **** mentioned that she would be utilizing the ****************** location and was pleased to hear that her membership access has been upgraded

      Customer Answer

      Date: 07/09/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ***** ****

       

    • Initial Complaint

      Date:06/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Gym is constantly in terrible shape. Always broken machines and equipment. There are 20 missing weight stacking pins, so the working machines are unable to be used.

      Business Response

      Date: 07/01/2025

      LA Fitness followed up with Mr. ****** regarding his concerns. We informed him that our equipment technicians were on site for a detailed walk through of the equipment, parts are on order and will be in soon for the necessary repairs.

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