Complaints
This profile includes complaints for LA Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,594 total complaints in the last 3 years.
- 703 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/29/2022
Type: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 had person trainer system set up with LA fitness three years ago. in 2020, when the Covid started, the store closed on March. Then it re-opened in June with some restrictions (Limited capacity, Masks and Social distancing). The infected number was so high, I did not feel comfortable and did not go to Gym. But they started charging me $500 one month for the personal training sessions even though the situation was not normal. In July, they contacted me asking if I wanted to train on phone video. But I was not intested in that. In October, I called them asking them why they kept charging this even though the Gym was not opened same way as normal. The lady froze my account and said they would email me to unfreeze. And she also said she would downgrade my service to just keep the minimiu personal training, not $500 one month.I had never got any email since then, until June 26th 2021, my trainer told me that my balance is $6435. They have unfrozen my account and kept charging me for a couple of months without sending me any email.I called the company and went to LA fitness Lake Zurich store. They said they can give me one year to use all the personal training sessions. I told them that I could not finish in one year. They said that I should be able to if I work very hard (three times a week).I did work very hard, three times a week, if I was not sick, or not out of town. But the personal trainers sometimes cancelled the session a day before or just before the classes, which made me unable to book with another trainer right away. So I went to the store two times asked to to extend my sessions expiration time. I told them I would not be able to finish all of them before July 21st. But they refused to do that. I still have 18 sessions left, and they cancelled my last two sessions as well due to the trainer's personal arrangement.All I asked is to extend my personal training sessions by two months so that I can finish all of them. Thanks so much! Appreciate it!
Business Response
Date: 08/11/2022
LA Fitness reinstated Ms. ***** expired sessions and we provided her with a two month extension to use them.Initial Complaint
Date:07/29/2022
Type: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 personal training on April 26, 2022, and I am no longer able to attend any personal training sessions as a result of my health. I was assessed by Dr. **** on June 28, 2022, and deemed unable to perform any strenuous physical activity until further notice. I consulted the lawyer and was told that forcing payments to continue is unjust enrichment of LA fitness. Additionally, I'm also seeking reimbursement for the previous sessions paid. The promised plan provided by their former employee, *********, is not what is set out in the contract. I was assured by ********* that I would be entitled to 13 sessions of 1h each, for the monthly cost of $480 plus tax. but when I tried to book a session with *********, he failed to respond to my message and disappear. I received zero sessions until I contacted La fitness one month later and was told that he was no longer an employee. The front desk lady who answered my call still asked me to continue paying for the coming months and said " The sessions are never expired" but I found out the sessions will actually be expired if I wouldn't renew the contract with them for the next year. When I contact La Fitness and tried to ask them to investigate the contract and *********, the Director of Personal Traning, ******, was super rude to me and said they can charge me no matter what happened to me and no way to cancel the contract. They are businesses and the only thing they want is to make money and don't care about customers. I stopped the card so they couldn't charge me but they started to call me day by day and even they started to call me after 9 pm after I told them my lawyer is involved. Now I am anxious and uncomfortable going to gym.It is totally a horrible Fitness with terrible customer service which is full of fraud and lies. I just feel like I was tricked into signing up for the service and the customer service has left a bad taste in my mouth. I feel like I was scammed out of money and being disturbed.Business Response
Date: 08/05/2022
LA Fitness followed up with Ms. ** regarding her concerns.We cancelled the remaining term of her personal training agreement with no further billing or obligation, we waived the outstanding balance of $1,094.80,and were providing with a 3 month extension to use the remaining 8 sessions.Initial Complaint
Date:07/29/2022
Type: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 been with LA Fitness ( ESPORTA) for over a year now I have not had any issues. Recently LA Fitness has over charged me. I paid my annual fee and my monthly fee but I still have a balance. I called the main location I attend and I called other locations but no one can seem to help me. They act as if my membership means nothing. I felt like I was racially discriminated against when I went to my main location to talk about my account and the rep could care less about my issues but gladly helped a member that was the same race as him.Business Response
Date: 08/03/2022
Esporta Fitness followed up with **************** regarding her concerns. Her dues are billed via Electronic Funds Transfer on the 24th of each month to the debit card she has on file with us. However, she has been locking her card which resulted in her billing returning declined and she was assessed a $25.00 processing fee as a result. We advised **************** to ensure that she unlocks her card at least 3-5 days before her **** date to avoid any billing issues moving forward.Initial Complaint
Date:07/28/2022
Type: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 personal training package on July 6, 2022 and then decided to cancel on July 7, 2022. I provided the fitness manager a hand written notice / request to cancel on July 7, 2022 and requested a refund. I have not received a refund to date and I believe the contract has not been cancelled to date. I cancelled with the 72 ******** to cancel time frame.Business Response
Date: 08/08/2022
Ms. Caldwells personal training agreement has been cancelled and we provided her with a refund in the amount of $320.00 for the initial payment (refund applied to the same account used for payment).
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