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:06/24/2025

  Type:Order 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.

  During my initial exchange with Ziad A, in March 8, 2025, I requested a quote for three 50-minute training sessions per week. During that conversation, **** offered me what seemed to be a reasonable price under a six-month contract. **** explained that since LA Fitness does not offer 50-minute sessions, the agreement would be structured as follows: three 25-minute sessions per week at a rate of $480.00 per month, along with an additional 24 sessions for a lump sum of $960.00. According to ****, this agreement was necessary because LA Fitness no longer offers 50-minute sessions. Enclosed please find the agreement signed in person with **** *. With the understanding that I would receive three 50-minute sessions each week for six months, I signed the agreement for the period of March 8, 2025 to August 8, 2025. However, recently I was made aware that I did not have enough sessions to cover the three sessions a week as promised. In fact, in the last two months, there are weeks where I merely have two 50 minute sessions a week.

  

  Business Response

  Date: 07/08/2025

  LA Fitness followed up with Mr. ******* regarding his concerns. He enrolled in a 6-month program that included billing for twelve 25-minute sessions each month. On the same day, he also purchased an additional 24 sessions at the same discounted rate of $40 per session.
  
  His 6-month agreement provided a total of 72 sessions, and with the additional 24 sessions he purchased, he had a total of 96 sessions available. We reminded him that he was free to use these sessions at his discretion each month.However, if he preferred to break them down evenly over the weeks, that would equate to either two 1-h our sessions or four 25-minute sessions per weekwhichever best suited his schedule.
  
  Nevertheless, we offered Mr. ******* 2 options:
  
  1. Purchasing additional sessions at the same discounted rate of $40 per session to allow him to continue training two to three 1-hour sessions a week for the remainder of his term. We let him know that if he chose to purchase additional sessions, we would add 3 complimentary sessions to his bank as a customer service consideration. 
  
  
  2. The option to end his agreement early and waive any applicable cancellation fees.
  
  
  Mr. ******* declined these options, stating the only acceptable resolution would be to be provide him with an additional 12 sessions each month at no added cost for the remainder of the initial agreement term. We informed ********** that we would not be able to provide him with those additional sessions.However, we remain willing to honor either of the two options that we presented should he change his mind.

• Initial Complaint

  Date:06/24/2025

  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.

  Yesterday after completing my training session I informed my trainer I would like to cancel since Ive joined another gym that better fits my schedule for these types of workouts. He directed me to a manager who seemed personable at first and what I thought was him doing customer retention. I explained Ive made up my mind and already signed up at the other gym and what I thought was friendly banter at first took us down the line of him criticizing my choice of gym, minimizing my request to cancel. Telling me to do both. When i realized he was trying not to cancel I asked if hes processing the cancellation and apparently someone else who saw the entire interaction was doing it. It was their way of asking him to do it. He proceeded in making the conversation very uncomfortable and I said hey why does the cancelation take20 minutes? Ive made up my mind. He said he was hired to make the place better and had the biggest ego saying hes fixed many other gyms and already fired people he was I. ********* trip. I felt very unsafe talking to him and you can tell the other guy also looked concerned or at the very least confused about the interaction. I confidently told him I dont want to continue the conversation with him any further. He looked so angry as if he wanted to curse me out and he got up and walked away. This manager made me it seem like I had to give him a good reason to cancel, Interrupted me and said he had red light bulbs too and asked if thats the same as my new gym. He was completely unprofessional and is a lawsuit waiting to happen if he remains there. He said hes been there 2 months and cleaning house so please clean up the gym by removing him.

  

  Business Response

  Date: 07/08/2025

  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 and it should be noted that the employee in question is not longer at the club.

• Initial Complaint

  Date:06/24/2025

  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.

  On May 13th 2025, I walked into the **** LA fitness to inquire about training. The contract was not provided to me to read, was not given copy, and was lied to about what I was signing up for. I assumed based on questions I did ask that I was signing up for 4, 50 minute long sessions, a month, for the next 6 months. The training sessions, since I was never told signing up, were supposed to only be 25 minutes long. They each totaled 1 hour or more and included hands on stretching. I asked about pricing for a potential second day of training a week. For the first time, I saw my already completed sessions and they read 25 minute session. I questioned and he brushed my concern off that he always goes longer that 25 minutes with clients because it is not enough time to get an effective workout completed. I was confused. He said he would call me later ab additional sessions. He called via cellphone, I missed the first call and I called back. He offered training outside LA fitness which now is getting denied. I woke up a sunday morning with a missed call from this male trainer at 1:40am on June 15th. I went in person 6/15, and spoke with **** about this and shared I wanted to cancel the contract. I was told I would be called on Monday, June 16th and was not. I called the corporate 6/18 and explained situation, nothing resolved. This business operates inappropriately and without integrity. Ive been told that this is all hearsay and I am still obligated to pay minimum of 50% of the agreement in order to terminate the training contract. I have provided a written notice of intent to cancel contract and request for refund for three not completed training sessions billed on June 13th, 2025 in the amount of $210.00. I need help getting written confirmation of contract cancellation due to circumstances explained above, lack of contract transparency, lack of written contract provided to client, and unprofessional and inappropriate actions taken by personal trainer *******.

  

  Business Response

  Date: 06/30/2025

  LA Fitness followed up with Ms. ******* regarding her concerns and we cancelled the remaining term of her personal training agreement with no further billing or obligation

• Initial Complaint

  Date:06/20/2025

  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 am filing a complaint regarding a serious issue I experienced after using the pool and hot tub at LA fitness. Shortly after my visit, I developed a widespread fungal rash that has continued to spread and required medical treatment.The rash began as small patches and quickly progressed to cover multiple areas of my body. Based on the timing and nature of the infection, I believe the facility's pool and hot tub may not have been properly maintained or sanitized, posing a health risk to guests.I am deeply concerned about the apparent lack of hygiene standards at this establishment and the potential for others to be affected. I am seeking acknowledgment of this issue, a review of the facilitys sanitation practices, and appropriate accountability from the business.

  

  Business Response

  Date: 07/03/2025

  We appreciate our members feedback regarding his experience at our ****************************** location. This is not the type of experience we want any of our members to have. We tried contacting Mr. ******** regarding his concerns but were unable to reach him.  We left him a message letting him know that we will work with our Certified Pool Operator to triple check all systems and ensure that both bodies of water are up to state code

• Initial Complaint

  Date:06/19/2025

  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.

  Unfit to operate, bad conditions throughout business, buckets of water collecting water from leaks all throughout gym, and electrical wires hanging over members, failing to maintain commitments to clients

  

  Business Response

  Date: 06/26/2025

  We appreciate our members feedback and concerns regarding our facilities and strive to provide a clean and healthy environment. LA Fitness followed up with Mr. ******** regarding his concerns. We are restoring the roof that is causing the interior of the club to look this way.

• Initial Complaint

  Date:06/19/2025

  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.

  Around ******* 9, 2025 my son was accepted into a military school based in the **************. (***********************), he was leaving 1/12/25. I also put a hold on his MMA class (they charge similar price of about 10$ a month to hold). I followed up with *** because I did not do it in person and wanted to make sure. He also had a hold through summer of 2024 since he went to a camp in ******** and returned. Started football scrimmage and broke his had day two. So it was on hold also last year. This always came out of my savings which has auto deposits in it and didnt notice. When I did cqllee and they told me that the manager from ******* had been fired and that MANY other people have had the same issues at around the same time. You are not alone I didnt request a refund. I requested a credit be applied. During the time he was at the *********************, they also charged a renewal fee. ***** for renewal. ***** per month was taken from My account. I was asked to call corporate, I told the entire thing to one person and she said shed call back and never did. I called the office and spoke to the manager again who said again, a lot of issues and turn over at that time. Apologized but said she couldnt do anything so I called headquarters again. They wouldnt help. I told them I was doing BBB and they offered 3 months refund instead of 6. I refused this offer as it was not our fault the employees didnt do their job. I have all paperwork for the national guard based military school. Even a letter following up with *** that please do not charge (because they charged also the first month after the hold). I want 6 months of credits applied and the renewal can stay but needs to remain renewed till next year. I am shocked they would do that to a young man who is interested in protecting our country. They admit they had a problem but refuse to make it right.

  

  Business Response

  Date: 06/25/2025

  LA Fitness followed up with member regarding their concerns. The freeze request wasnt handled properly before member left for training. We provided member with refunds for all of the payments since January 2025 (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:06/19/2025

  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.

  I had received an offer in my email to sign up for a membership to which I did however, it was only active in a single state after a LA fitness *** stated it would be for a multi-state due to me traveling out of state all the time. The *** let me know to come in to get it charged but i couldn't make it. i went back and another *** told me he couldn't do it. however, he offered me a better deal for ***** to which i agreed. He assured me the first one was cancelled and i wouldn't have to worry about it. I then realized this was for single state as well and that defeated the whole purpose of getting it so i cancelled the *****$ within the allotted time frame to which he confirmed it was cancelled. I was then charged 59.00$ annual fee on 03/09/25 for the first one i had signed up for initially that he assured me was cancelled and i did not have to worry about, and even though it was cancelled prior, I was still charged the annual fee for it. I reached out to him, and he said it would be refunded back but it was not. I attempted to reach out to him again 2 weeks after to which he did not respond back to my requests.

  

  Business Response

  Date: 06/25/2025

  LA Fitness provided Ms. ******* with a refund in the amount of $59.00 (refund applied to the same account used for payment). Please allow 3-5 business days for the refund to post to the account

  Customer Answer

  Date: 06/25/2025

  
  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:06/18/2025

  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.

  On June 10, 2025, around 2:00 PM, I went to the LA Fitness location at ******************************* Schaumburg Il ***** to cancel my membership. The staff member told me that my account had been successfully canceled and that no further charges would occur. I was also told that if any charge was made in error, it would be refunded.Despite this, on June 16, 2025, my account was charged again. When I returned to the gym, the manager claimed they had no record of the cancellation and refused to refund the charge. I was not provided with a written confirmation of the cancellation at the time, which I now understand should have been given to me.I **** deceived and misled. I am requesting a full refund of the unauthorized charge $39.95

• Initial Complaint

  Date:06/18/2025

  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 joined the gym in 2023. I signed up for personal training and wanted to attend the classes as well at the gym. I attended a yoga class every Thursday and then the teacher moved to a different day I couldn't attend. My trainer then left and I tried numerous other trainers and none of them could fit my schedule that I had been on for a year. So I went to ***** the manager at the ************* and cancelled my fitness membership and personal training. Well I come to find out a few months later that ***** never cancelled my membership just the personal training membership. I never attended the gym after the middle of October. My son also attends the same gym so I didn't notice the membership fee I was still being charged I thought it was my son's. Now they are refusing to refund my money from October. This is not ok. I have never used the gym and my son still goes there. I went to the gym and spoke to ***** personally and he admitted that he should have cancelled my membership as well but never did. I contacted the headquarters and they will only refund one month fee. That's not ok. I will never do business with this gym and will never recommend them if they don't make this right.

  

  Business Response

  Date: 06/24/2025

  LA Fitness followed up with Ms. ********* regarding her concerns. We confirmed that her fitness membership should have been cancelled with her personal training membership and we provided her with a refund for the monthly dues billed after the personal training membership was cancelled (refund applied to the same account used for payment). 

• Initial Complaint

  Date:06/18/2025

  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.

  Each of the last four years Esporta has had no climate control in June. One year it went on until mid August. I have discussed this with the operations manager and the general manager. Both said they have put in a request but have no idea when a technician will be out to diagnose or repair the issue. Since the club management team had no interest in trying to expedite the repair or provide me with an ***. I've called customer service several times and they refer me back to club management which is of no help. Each time I've reached out to customer service I've requested to speak with the regional general manager. Apparently, he/she refuses to speak to any customers due to their busy schedule. This has happened every summer for the last 4 years. I'm asking to speak with the regional ** to request that they personally handle this issue promptly since club management has failed miserably. The club is regularly in the mid to upper eighties with no ventilation, very high humidity and tons of windows to bake patrons. This is an unsafe environment that likely will result in heat stroke, heart attack, etc and a lawsuit. It is extremely hard on your body when you are doing strenuous activities that are normal at a gym. Please respond by phone and e-mail.

  

  Business Response

  Date: 06/25/2025

  Thank you for taking the time to share your concerns. I want to begin by sincerely apologizing for the repeated discomfort and frustration youve experienced due to the lack of climate control at the club during the summer months. Your health, safety, and overall experience are extremely important to us, and I fully understand how unacceptable it is to face these conditions year after year without a clear resolution or timely communication.
  

  I have reviewed your concerns carefully and am escalating this matter immediately.While our club-level team has submitted the necessary repair requests, I understand that ongoing delays and lack of transparency have left you feeling unheard and unsupported. That is not the experience we want for any of our members.
  

  To confirm I have connected with our vendor and we are a minimum of 10 days out on parts for this location.  We are looking for alternatives to create some immediate relief.
  

  We take your point about safety very seriously, and I will ensure that your feedback is documented and communicated appropriately up the chain of command.Please know that we value your membership, and our goal is to resolve this issue quickly and thoroughly.
  

  Thank you again for your patience and persistence.