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

  2140 E Carson St Long Beach, CA 90807-3042

  
• 

  LA Fitness International, LLC

  3081 E Slauson Ave Huntington Park, CA 90255

  
• 

  LA Fitness International, LLC

  3531 W Century Blvd Inglewood, CA 90303

  

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:07/26/2022

  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 entered into a contract with the LA Fitness branch (herein "ESporta") in April 2022. It was a 12 month contract for a gym membership and personal training. The personal training was $45 for a 30 minute session twice a week and the gym membership was $30 a month. In June 2022, they informed me they were closing the gym and moved all the personal trainers to their location in *******, which is **** miles driving from my ESporta. I called to cancel and, they informed me I could not cancel until my ESporta had officially closed on August 26, 2022. They then told me I had to keep paying for the membership up until that point. I was then told after that date, I would get a pro-rata refund of what I had paid. I did not go to the gym because my purpose for going was to utilize their personal training, and I could not go to the gym in ******* because of work. I was, however, still paying. Today I called to get my refund promise confirmed in writing and they told me that I could not get a refund because there was an ESporta ***** within 10 miles of my ESporta location (note: it is 10 miles on a map not by car). They also told me I would have to pay 30% of my remaining contract of *****, as disclosed in the contract. I asked for a copy of said contract and was told they could not provide me with one because they did not have the technology to email me from the customer support center. I believe these are unconscionable business practices and I want to get my refund.

  

  Business Response

  Date: 07/28/2022

  
  Esporta Fitness followed up with ****************** regarding his concerns and we offered to reduce the cancellation fee, which was originally 50% of the remaining agreement balance, down to 25% of the remaining agreement balance.Please note that we were not contractually obligated to provide this remedy,but this was done as a customer service consideration for our member. ****************** elected to take advantage of the offer and paid the reduced cancellation fee on 7/27/22.We cancelled the remaining term of his agreement accordingly

• Initial Complaint

  Date:07/25/2022

  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.

  LA FITNESS (****** ********) REFUSED to cancel my membership! I'm moving to ******, where there is no LA Fitness, and tried to cancel my membership on Saturday, July 23. I was told I had to come in on Monday because ONLY THE MANAGER could do that. So I went in Monday July 25, 2022 to speak to the manager and was told she was out sick and NO ONE there could cancel my membership. When I argued with the woman, a man at the front desk said he was going to CALL THE **** on me and picked up a phone. Then the woman at the desk told me 'WE DON'T WANT YOUR MONEY ANYWAY'. They don't want my money and they won't let me cancel, she made a lot of sense.

  

  Business Response

  Date: 07/28/2022

  
  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. We followed up with ****************** regarding her concerns, we processed the cancellations for her and her husbands memberships and we addressed her concerns with club staff accordingly.

• Initial Complaint

  Date:07/25/2022

  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 had to have emergency surgery the next day on January 2nd 2022 after leaving LA Fitness on January 1st and going straight to the *** Subsequently to the surgery I was not able to workout at the gym. I also had a fear of returning to the gym since it was connected to having the surgery (30cm of bowel removal). I learned over the July 4th holiday that the LA Fitness near my home shut down. However, the gym did not contact me although they said they announced it in the gym starting on Jan. 25th. And closed officially on Jan. 28th. I was not able to work out at that time, thus was not made aware the gym was closing. I contacted LA Fitness about the 6months the charged me $39.99 and they in short inly refunded 2 months. ****** the office manager said thats all theyd do. I am seeking the BBBs help with a refund of the other 4months I was erroneously charged. LA fitness said I had the membership to attend any gym in *******, but what good is that when I only take vacation out of town one week a year. They keep a record of check in location, date and time so they know that. I wouldnt pay $39.99 a month to use the gym for a week in a year. Please help. Thank you,*********************

  

  Business Response

  Date: 08/01/2022

  
  LA Fitness followed up with ****************** regarding her concerns and we provided her with a refund for two more 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:07/25/2022

  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 had joined LA fitness before Covid. Unfortunately we all had to cancel during Covid. When LA fitness reopened I received an email offering me a good deal to resign. Included no initiation fee with a monthly of $34 with no guest privileges. All I had to pay was first and last month. My mother receive the same email and joined as well.She I was only charged first and last month and had guest privileges with hers. Her monthly cost was the same As mine. When I went back to question why my mother got a better deal. they told me the only way to fix this is for me to cancel my membership, wait till the end of the month to use the last month that I paid upfront then re-join. I finished out the last month and went back to sign up on 7/25. I was told I would have to pay a $99 initiation fee and $20 more monthly. I closed my membership under the Direction of LA fitness. I would not have done this unless I was instructed to do this. I canceled on 6/13/22 under the direction and returned on 7/24 to rejoin.

  

  Business Response

  Date: 08/02/2022

  
  LA Fitness followed up with **************** regarding her concerns.We reinstated her membership with no reinstatement fees and we added guest privileges (for 1 guest) to her membership at no additional cost. Regular monthly billing of $31.99 (plus tax) will resume on 8/18/22.

• Initial Complaint

  Date:07/25/2022

  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 would like to warn people about using LA fitness at ******************************************************************. I have had an incident with an employee of theirs, that cleans the place to make false allegations against me regarding how I sit on the toilet and instructing me to how to cleanly use the toilet. While the allegation is completely false, it was made inside the gym in front of lots of other ladies. When I did convey this concern as well as the concern about my privacy and their employee watching people in the restroom to the manager, ***, he simply said he is sorry and he will make sure it will not happen again. He refused to do anything else, including firing the worker. Additionally calling the corporate office of la fitness, I was told they will follow ** in 72 hours which they never did. The fact that my privacy was violated in their restroom and I am not even sure if their workers record people in the restroom or more and that neither the manager nor the corporate office even care to follow up or take any action is very concerning to me and I would like to warn all other ladies using esp this location to be careful as their cleaning employee might actually watch you and their management totally supporting their action.

  

  Business Response

  Date: 08/08/2022

  
  We appreciate our members feedback regarding her experience at our ******/******** club location. This is not the type of experience we want any of our members to have. We followed up with **************************************** regarding her concerns and apologized for her experience. We take the privacy of our members very seriously. We followed up with the janitorial staff to address the concerns brought up by **************************************** and re-educated our staff on how to handle the situation to ensure such an incident does not occur in the future.

  Customer Answer

  Date: 08/08/2022

  I reject the response from the business. The mere apology from the business is not acceptable at all. As I have noted, the result of this action has been violation of my privacy and public defamation. I expect La fitness to take a real action against the person at fault and also to compensate their customers for the damage that they have made. 

  

  Business Response

  Date: 08/18/2022

  
  As outlined in our initial response, we take the privacy of our members very seriously. We followed up with the janitorial staff to address the concerns brought up by ****************************************, reeducated our staff on how to handle the situation to ensure such an incident does not occur in the future and we took the appropriate action internally regarding the incident.

• Initial Complaint

  Date:07/24/2022

  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.

  FITNESS BARCODE: F32397817 ACCOUNT INFORMATION First Name: ****** Last Name: ****** ********** BELLEVUE-FAIRFIELD AVE Member Since: 1/28/2020 Current Status: Active I have been trying to get them to cancel my membership for two months and they are gate keeping when you can cancel a membership. My desired resolution is for them to fully cancel my membership with esporta and any LA fitness affiliation.

  

  Business Response

  Date: 07/28/2022

  
  Esporta Fitness tried following up with **************** several times regarding her concerns but weve been unable to get in contact with her.We provide members with the option to cancel at any Esporta 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 any such request from **************** prior to receipt of this complaint. As such,no cancellation was previously processed. Nevertheless, we processed her membership cancellation as a courtesy for our member.