Complaints

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

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• 

  LA Fitness

  3161 Michelson Dr Ste 600 Irvine, CA 92612-4406

  
• 

  LA Fitness

  12648 Poway Rd # 4 Poway, CA 92064-4416

  
• 

  LA Fitness International, LLC

  3531 W Century Blvd Inglewood, CA 90303

  
• 

  LA Fitness International, LLC

  28901 S Western Ave Rancho Palos Verdes, CA 90275

  
• 

  LA Fitness International, LLC

  3508 Rosemead Blvd Rosemead, CA 91770

  

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.

• Initial Complaint

  Date:08/07/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 is a gym franchise in **********, ** with a year long contract. They are not providing the advertised services or willing to negotiate on the contract. I signed up for a gym in a busy city. The gym is in serious disfunction. The pool is broken. I could drive 40 minutes to their other location if I really wanted the pool- ok, whatever that's fine. Then 75% of the treadmills are broken. It's a busy gym so the other 25% are taken. No treadmills-ok, I will use any other machine. It's just impossible. Every other machine you try is broken in some way. They advertise as an elite gym in **********, not your planet fitness for $10/mo, and they charge as if they are. But everything is broken!! And you're stuck in a contract! I want a simple cardio workout after I leave work. I have mobility issues so I need. treadmill or t worst elliptical. They have plenty of machines but they are all broken. They are not providing the services offered because I cannot do that. The toilets are disgusting and they don't restock the machine spray or paper towels. The ** isn't working, the lights are always half shut off. It's bizarre for a premium gym. They refuse to accept that they are not providing what is advertised.

  

  Business Response

  Date: 08/19/2022

  
  We appreciate our members feedback regarding her experience at one of our club locations. This is not the type of experience we want any of our members to have. Our District Operations Manager followed up with ****************** via e-mail to address the concerns outlined in her complaint.

• Initial Complaint

  Date:08/05/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Joined LA fitness years ago and cancelled my membership or so I though, Recently I had fraud on my debit card hand was forced to get a new card. Shortly there after I received a call from LA Fitness that me dues were declined by my bank. I told the representative that this was cancelled. When I checked my account I found that indeed I had been randomly charged and I did not notice it. Part of this is that up until recently I had not reviewed my statements as my wife had done this, but she passed away and now I was doing it. LA fitness has continued to harass me telling me I could only go to my home gym and cancel in person during business hours. Which of course is during work hours. It is funny how there are many individuals who can sign you up at all hours but only one with limited hours to cancel. To me this is an unfair business practice.

  

  Business Response

  Date: 08/12/2022

  
  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,but we strongly encourage members to send a written cancellation request via certified mail to ensure return-receipt. 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. We have no record of receiving such a request from ****************** prior to receipt of this complaint. As such, no cancellation was previously processed.Nevertheless, we followed up with him regarding his concerns, processed his membership cancellation and provided him with a refund of monthly dues billed since February 2021 as courtesy for our member (refunds applied to the same account used for payment). Please allow 3-5 business days for the refunds to post to the account.

• Initial Complaint

  Date:08/05/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 had signed a Personal Training agreement at the ESPORTA Fitness Club in ********, **. (**** *************) at the beginning of July 2022 and was told that I could cancel the agreement every month. I then cancelled the agreement on July 15th (10 days after entering the agreement) and was told that the cancellation was effective by the Personal Trainer, ***************************, at that time. This month, August 5th, I was charged with a monthly fee of $ ******. When I investigated and reached out to *****, he told me that the cancellation was ineffective, a contradiction to his earlier statement and that these charges would continue for 12 months. I had to buy myself out of the contract for $990.00 penalty fee.While the contract is accurate and states a 7 day cancellation window, this window was not highlighted to me. When reading various reviews on ******** and yelp, I saw that there is a larger amount of similar complaints of being misled for personal training sessions.

  

  Business Response

  Date: 08/11/2022

  
  Esporta Fitness followed up with ************ regarding his concerns. His personal training agreement includes a voluntary cancelation provision, which affords him the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the agreement. ************ paid the fee to terminate the agreement early but felt that he shouldnt have had to pay a fee due to an unexpected move to ********. We agreed to provide him a refund for half of the fee that he paid as a courtesy (refund applied to the same account used for payment). Please note that we were not contractually obligated to provide this remedy, but this was done as a customer service consideration for our member. Please allow 3-5 business days for the refund to post to the account.

  Customer Answer

  Date: 08/13/2022

  
  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:08/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 up for a membership on the 23rd of July and cancelled it the same day. I paid $138 and got only 50% refund. I tried several times at the gym and no one is helping get my full refund.

  

  Business Response

  Date: 08/10/2022

  LA Fitness processed two refunds on 7/28/22, one in the amount of $64.92, the other in the amount of $64.93. Member confirmed that he received both refunds.

• Initial Complaint

  Date:08/04/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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've been trying to cancel my membership for the past six months. Due to a medical issue I've contracted since late 2020 (I was hoping it would clear up but that's not going to happen) I can barely walk anymore, and thus the membership is rather pointless to me.I've called in the to local LA Fitness I filled out my membership form at and was told that they apparently 'can't cancel over the phone' for an arbitrary and frankly shady reason, and was told I'd need to come in. I explained the situation and told them if I could I already would have, but as it is I can barely move to the bathroom for abulations. The representative then directed me to a form I'd have to fill out and send in. Fine. I filled out the cancellation form and mailed it early in February of 2022. Two months go by and nothing. I called, they stated they haven't gotten it, so I mailed another in the middle of April. Another few months and more charges. I called again they magically can't find the second letter. Fast forward to another letter mailed on 7/19/2022, yet another monthly charge as of yesterday (8/3/2022), and yet another instance of my cancellation form magically not getting there! Boy, they sure do have a lot of physical mail thieves in their area don't they?I don't want a refund -- I just want the membership to be cancelled and debits from my account to stop because at this point I'm at my **** end and about to just report this to my bank as fraud, and just opening another account.

  

  Business Response

  Date: 08/10/2022

  
  Esporta Fitness followed up with Mr. *** regarding his concerns and we cancelled his membership with no further billing.

  Customer Answer

  Date: 08/11/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution was satisfactory to me.  I consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:08/04/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 canceled my LA Fitness membership on ***** 26, 2022, through an online cancellation form and then mailing in the printed form to their headquarters. I then visited my local branch in ************ on May 29, 2022, and June 25, 2022, after being continually charged for the membership that I had canceled. On both occasions, my information was taken, and I was told that the person working had no power to cancel my membership, but that it would be done the next day by their operations manager. I was encouraged by their employee to charge-back my credit card. I was charged for both May and ***** despite no longer living in a state with a branch and repeated attempts to cancel. I again attempted to cancel during phone calls from the branch to me on July 7, July 19, and July 29. I then received a call this morning telling me I had an overdue balance. I explained the situation and was told that they had records of my account being canceled, and that I should not have been charged.At this time, I finally received a number for the corporate office, which I called today. Despite having apparently numerous indications/notes on my account that I had been attempting to cancel for months, my account was still active. I was told that they would cancel my account "as a courtesy" to me and waive my fees for ***** but that they would not refund me the amount I was owed from May. I strongly believe that 6-8 attempts to cancel a membership should be plenty, and that it is not my fault that (1) my mailed paperwork from ***** was not processed; (2) my two attempts to cancel in person were ignored; and (3) my three attempts to cancel over the phone were not adhered to. I request my May membership fee ($37.99) back, and frankly, I feel as though my ***** charge (which came through 2 days after I canceled) should be refunded as well.As an aside, to corporate: please do not be demeaning on the phone and talk down on people with "Miss firstname." I have a doctorate and I am not a child.

  

  Business Response

  Date: 08/17/2022

  
  LA Fitness followed up with our member regarding her concerns and we provided her with a refund for three months of membership dues as a courtesy for our member (refunds applied to the same account used for payment). Please allow 3-5 business days for the refunds to post to the account.

• Initial Complaint

  Date:08/04/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  At the time I signed up, I let the person signing me up know i can only train in the morning between 5 & 6 am and I was reassured that would not be a problem and was promised to have a trainer available at that time. For the first few months that was the case. Now things have changed, there are no trainers available at those times and a few times when i have scheduled a trainer saturday morning i get a no show because they didn't wake ** in time. During this time I injured my knee. I went to the doctor and was prescrdibed meds and was told to take some time off working out. I still go to the gym i'm just trying to not make my injury worse. I have tried multiple times to get out of this contract, they said if i brought a doctor's note which i did but they refused the note. I also complained to them for not haviing trainers available at the time i was told there would always be one and now with my injury it makes it an issue for me to come and train. I pay $230 a month which is already a lot to begin with. The manager **** which in my expereince has been nothing but rude and is not professional at all said there are trainers but i have to pay more now instead of $50 per training session he said it would be $60 per session or to buy out the contract for $500. I just want to cancel i brought a doctor's note that should be suffice but it's not, they are not letting me cancel the trainer contract which they don't even have a trainer in the morning's when i come in and now they want me to pay more in order to train in the mornings. This has been a nightmare of an expereince. They won't even downgrade my contract like they have don'e with others. When it's not my fault they don't have trainers avaiable.

  

  Business Response

  Date: 08/18/2022

  
  We are providing ************ with access to one of our Master Trainers, Hussein *** who has availability at her desired time when she is ready to resume training. Please note that this is being provided at no additional cost to her as a customer service consideration for our member.

  Customer Answer

  Date: 08/20/2022

  
  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 also like to add I still have two months left on my personal trainer contract but would like to stop charging my credit card as I still have 11 sessions unused left on my personal trainer account.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:08/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Asked business to remove me from their email list. Business continues to spam me with marketing

  

  Business Response

  Date: 08/10/2022

  
  LA Fitness followed up with Mr. *** to inform him that we removed his e-mail so he should receive no further correspondence.

  Customer Answer

  Date: 08/10/2022

  Received another spam email which I forwarded to the business

  

  Business Response

  Date: 08/12/2022

  
  We confirmed that Mr. **** e-mail address has been removed. The last e-mail he received was sent before we were able to remove his e-mail address

• Initial Complaint

  Date:08/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 not been to the LA fitness gym in ******, ** in two months and had told my trainer at the end of May at my last training session that I would be leaving town for the summer. He never told me I had to notify them at the front desk that I no longer wanted any training sessions with my trainer who was also leaving the gym at the end of May. I had a contract, the number was QRZIFBP60QF2014. I was just charged again on my my Master Card for $225.00 on my card and I was also charged in June for $225.00 also even though I have not had any training sessions or nor have I been to a LA fitness gym since there are none around me in upstate New York.I am asking for a credit back to my master card for $450.00 since I have not had a personal trainer for the time period I am being charged. I find it hard to believe that they would take advantage of an older person like this and keep on charging them when I havent even been to the gym. What a poor business model, I am sure they are hoping I will just forget about it so they can keep my money.When I called the gym to complain about the charges and told them I would not be back for the summer they said they would cancel my monthly training session charges but that I would have to contact corporate to get my money back for the 2 months they had charged me. I never got a response from the email I sent a week ago to corporate headquarters with my request. I can't find my contract. I can see that from reading all the other complaints about LA Fitness and trying to directly get a refund from them that it would be a waste of my time pursuing LA fitness corporate so that is why I am going directly to the BBB. I hope you can help me. Thank you.

  

  Business Response

  Date: 08/09/2022

  
  LA Fitness cancelled Ms. ********** personal training agreement with no further billing and we provided her with a refund for Julys monthly dues (refund applied to the same account used for payment).

• Initial Complaint

  Date:08/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 up a La fitness to be personally trained. I paid 380 and signed a contract for a year. I was told that the trainer would be able to work around my schedule, and I could set the days based on my availability. I signed up on the 12 of July and have not been in to be trained. I also reached out to my trainer, and the days I gave him, he cant work those days. I called the gym and went in, and they were not helpful. I feel scammed. I requested my money back because the gym broke the contract and did not train me. The gym requested proof. I told the manager, ****, that my trainer schedule is proof, along with the text messages. They are not issuing me a refund, nor am I being trained. I want to cancel my membership and get my money back. I dont want to conduct business with individuals like this.

  

  Business Response

  Date: 08/17/2022

  
  LA Fitness followed up with ************** regarding her concerns.We offered to upgrade her personal training membership from Certified Training to Master Training, at no additional cost to her, so that she could work with our Master Trainers on staff who have the availability that she needs. However,she declined the offer stating that she wished to cancel. If ************** no longer wishes to continue with the remaining term of her personal training agreement, her agreement includes a voluntary cancelation 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.LA Fitness will honor the voluntary cancellation provision of the agreement should she elect to take advantage of it. Otherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.

  Customer Answer

  Date: 08/17/2022

  for one La fitness are liars they never offered me anything. I dont want to conduct business with anyone who lies on customers. 

  

  Business Response

  Date: 08/26/2022

  
  We did in fact offer to upgrade her personal training membership from Certified Training to Master Training, at no additional cost to her, so that she could work with our Master Trainers on staff who have the availability that she needs. Whether she understood what was being offered or not, ************** is not entitled to terminate her agreement and abandon her contractual obligations early without a fee. As outlined in our initial response, if she no longer wishes to continue with the remaining term of her personal training agreement, her agreement includes a voluntary cancelation 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.LA Fitness will honor the voluntary cancellation provision of the agreement should she elect to take advantage of it. Otherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.