Complaints

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

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  Life Time Fitness Inc

  2902 Corporate Pl Chanhassen, MN 55317-4773

• 

  Life Time Fitness, Inc.

  381 E Warner Rd Gilbert, AZ 85296

• 

  Life Time Fitness, Inc.

  6850 E Chauncey Ln Phoenix, AZ 85054

• 

  Life Time Fitness

  4410 Royal Pine Dr Colorado Springs, CO 80920-2829

• 

  Lifetime Fitness

  11555 Johns Creek Pkwy Duluth, GA 30097-1522

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:10/10/2022

  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.

  My ********** have been ******* of the only ******************* location (*************) since 2017. Prior to joining the ** location, we were LT ******* in the ****************** as well as ***** from as early as 2012. The ************ ** location opened and we have gone between the ** & SC locations since opening day in 2020. My wife was denied access upon returning from a medical hold for the birth of our third child this past month and was told to pay a 76% increase in dues to remain a guest. All of our peers and friends with the same size family (5) are paying around $500/mo in dues. Why are we getting a 76% increase to $669/mo? We have no problem agreeing to be in line with our peers and other guests at $500/mo but a 76% increase targeted at just us seems wrong. The General Manager is too busy to call or meet with us. We have requested an explanation of original terms when we joined in 2017 which we have yet to receive.

  Business Response

  Date: 10/18/2022

  Hello ***********;
  Thank you for your communication.  Our Membership Concierge Leader ******* has informed us that the club has communicated with you regarding your request and the club provided the best possible accommodations and the matter has been resolved.   Life Time membership dues are subject to change per your Life Time terms agreement and your membership is not guaranteed at one rate.  We appreciate you reaching out and your feedback. 
  Sincerely,
  Life Time Account Support

  Customer Answer

  Date: 10/20/2022

   I am rejecting this response because:
  
  I have asked numerous times for the pay increase schedule. Is there any language you have provided to your customers so they are aware of dues increases and the schedule for future dues increases? How does a consumer know when their dues are to increase? It seems wrong to increase my familys dues just because my wife returned from a medical leave and it is very hard to believe the increase coincidently happened the exact same date as her return from a medical leave. Members want to know when price increases will occur. Can you provide this information as well as the percentage each increase will be?

  
  

• Initial Complaint

  Date:10/10/2022

  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.

  My son has a membership at Lifetime and went to another location with a friend who lives near that location. The front desk told them it was included in their membership and he thought nothing of it. Next month the bill jumps to $50.00 more and when called to clarify the reason it is buried in the agreement that if you go to another club they can change the pricing. So now in order to change this you have to wait 2 billing cycles in order to get this updated. So the one time error (made by desk) cost me $100.00 plus $10.00 to change back the membership. This is very extreme from a company that also makes you jump through hoops to cancel its membership. Its not the money but its the policy that allows this as I, as the parent, who is paying for this membership isnt givin the option to decline the upgrade or even get an email regarding the change in pricing until it comes on the bill. This is deceptice billing practices and shouldnt be allowed.

  Business Response

  Date: 10/12/2022

  Hello *****
  
  Essam would have to upgrade the membership to gain access to the ************** club, he was informed of the upgrade, and he decided to upgrade the membership.  Essam has been using the ************** club more than one time in the month of September.  He also requested to downgrade the membership back to ***********, member would have to give 30-day notice to change the membership back and member is at a legal age where he can make changes to the membership without anyones approval.  It is up to the Essam to share the info on upgrading and downgrading of membership with the person who is paying for the membership.  Anyone can pay for someones membership with Life Time and if the person/member is at legal age they can do changes to the membership. Based on Life Time processes member has been charged correctly and there is no refund owed at this time.  Thank you for reaching out us, per Life Time this matter has been resolved.
  
  Sincerely, 
  Life Time Account Support 

• Initial Complaint

  Date:09/06/2022

  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 joined Life Time in July 2021, I asked **** if they accepted United Healthcare renewed active membership benefits, at the time and he said no. Since that time I have asked numerous employees at the front desk if they accept United Healthcare and they said no. June 2022 I met the General Mgr. ***** June ************************************************************* this area collaborate with United Healthcare renewed active plan. ***** told me no. The beginning of August 2022 I told them at the front desk that they do take this benfit and I have been asking since I joined.The single membership I pay is $159.00 a month. They told me they would reimburse me $82.00 and give me credits to use in the gym. Life time starting collobrating with Untied Healthcare on April 1st 2022 and pay for memberships. I called United Healthcare reference #S562550510 and I told them that Life Time would not reimburse me back to April 1st for payments I made. United Healthcare contacted Life Time corporate office and Life Time said they would reimburse me back to June 1st 2022 when I spoke to the General Mgr. *****. I have not received my reimbursement as of this email. I should receive reimbursement back to April 1st 2022 when the program begin. The total Life Time owns me is $765.00 and they want to reimburse me $467.00. I am disable and on a fixed income and do not find this resolution acceptable. I have called the operations mgr. at the corporate office and my calls were not returned. It has been two weeks since United Healthcare told me that Life Time was going to reimburse me. I emailed ***** General Mgr. that I should receive reimbursement back to April 1st 2022 since I have been asking since I joined the gym. ***** told me she just met me in June 2022 so that is when the refund will be issued. ***** wasn't aware that the gym took the membership until I told her and she confirmed with corporate.

  Business Response

  Date: 09/13/2022

  Hello *********
  
  We are reaching out to your regarding the concern you brought up with Better Business Bureau (BBB), based on Life Time processes your membership was charged correctly.  We have reached out to the club and the club has informed us that you were given the appropriate refund based on the timeline you have connected with the club regarding your United Healthcare Renewed active membership benefits.  Also the club has informed us that they offered you Life Time Bucks or a Life Time Caf gift card for your inconvenience and you had turned it down.  As I stated above based on our processes you have been charged correctly, no refund is owed at this time.  Thank you for reaching out us, per Life Time this matter has been resolved.
  
  Sincerely,
  
  Life Time Account Support

  Customer Answer

  Date: 09/13/2022

   I am rejecting this response because: 

  I asked about the united healthcare membership when I joined in July 2021 and have asked several times since I have been a member. I have received $82.00 refund for a partial amount for the month of August. I am due a refund back to April 1st when the United Healthcare

  benefit started with life time gym. The amount of $82.00 is not an appropriate amount of refund when I am due $765.00. I do not use the services at the gym and should not have to receive and reimbursement from the gym of serivces that you have to use at the gym. 

  I want the money due to me. Life Time General Manager made a mistake telling me that you didn't offer the service with untied healthcare so Life Time should be customer serivce focus and admit to their mistake and value their customers. When an organizatin makes a misktake to show good faith you resovle the issue with your customer. Life Time is in business because of customers so it is imperative to treat them like they matter.  Thank you.  
  

  
  

  Business Response

  Date: 09/19/2022

  Hello *********

  Per your ************** your total refund amount is $477 we have already done a partial refund in Aug for $82.03 and the remaining balance is being issued as check to be mailed out to you.  If you have any further questions regarding this refund please stop by your local club.  Thank you for reaching out us, per Life Time this matter has been resolved.

  Sincerely,
  
  Life Time Account Support

• Initial Complaint

  Date:09/02/2022

  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.

  -First contacted LifeTime Fitness in July 2022, asking to cancel membership. -Was sent a form via email to complete, and was told completing the form would cancel my membership.-Completed the form the day it was sent July 6th, 2022. -Was charged for the membership in August 2022, as well as September of 2022. -Called member relations in September 2022 to inquiry why I was still getting charged. ******* services said I never completed the form from July, even though I did ******* services said I should have gotten a confirmation email, even though I did not ******* services said that I probably entered the form wrong or did not complete it, accusing me of doing the process wrong ******* services said they can't and won't do anything about it until I send them the confirmation email, but I never received a confirmation email -I asked member services to send a new cancellation form, they did and I completed it on the spot, September 2, 2022. -Did not receive a confirmation email after completing this form again, so contacted member services again to let let me know ******* services again accused me of doing it wrong and still have not canceled my membership *******ship is still not canceled and they are not doing anything about it to fix this situation, and continue to blame me for their system not working, saying I must have filled the form out wrong

  Business Response

  Date: 09/07/2022

  Hello Amber 

  
  Thank you for reaching out to us.  We are reaching out to your regarding the concern you brought up with Better Business Bureau (BBB), based on Life Time processes your membership was charged correctly.  We will not be able to process a refund since we do not have a cancelation being completed by you back in July  2022.  Your membership is not charged based on usage and if the member use the club or not member is responsible for the monthly fees until the member terminate the membership per Life Time General Terms Agreement (GTA).  You would need to follow the cancel process we have in place to close out a membership per GTA.  The membership continues until the member takes action and signs off on the change they wish to do.  If the membership is not canceled based on the terms we are not able to process a refund.  Member has the option to come into the club to cancel or send in a letter to the club requesting a cancelation. Lastly, the 3rd option is we can send you a link to complete on-line, once you complete the link you will receive a confirmation email back from Life Time for your records letting you know we have received your cancelation request and this also reflects on your membership.  If you do not have a confirmation email from Life Time confirming your membership has been canceled then we do not have a cancelation request from you.  If you are able to provide proof of a cancel please provide the information and we will be happy to take a look at it.  Life Time will not be able to issue a refund per your request.  Thank you again for reaching out us, per Life Time this matter has been resolved.
  
  Thank you
  Life Time Account Support

• Initial Complaint

  Date:08/30/2022

  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 am a disabled person who needs to freeze my membership sometimes when my condition worsens. However, they didnt handle my freeze properly & kept charging me. All along assuring me it would be fixed. It never was & I ended up having to completely cancel it eventually losing all of my pre-paid services which is the very thing I was trying to avoid in the first place. Currently Lifetime is withholding my refund of significant money due to this improperly handled medical ************ Im being completely ignored by their corporate ************ causing me serious financial & medical hardship. They are ignoring my ************ note as well. I really trusted this brand & never expected to be scammed or taken advantage of as a permanently disabled person whos on Social Security Disability. Its shameful what this multimillion dollar company is doing to me right now.

  Business Response

  Date: 09/07/2022

  Hi ******  
  
  We are not able to move forward with a refund. Your membership closed out on 12.31.21 and the Drs note is dated 7.28.21 and a timeframe back to 2020. We are not able to honor this refund now as this is far to old.  If someone would need to place the membership on a medical freeze and is seeking a possible refund, we do need to receive the doctors note sooner rather than later to assist.
  
  Life Time team members has spoke to you on several occasions and shared no doctors note had been received thus far. Life Time Corporate Account Support manager *** has spoken with you and you were informed that the timeline you have stated you were to be on medical freeze you have been using the club and if you were on a medical freeze per your doctors orders you wouldnt have had access to Life Time clubs. Also while you were communicating with Bab you were to get back to her with documentation and you did not get back to her.  Based on Life Time process you have been charged correctly and there is no refund owed at this time. Thank you again for reaching out us, per Life Time this matter has been resolved.
  
  Thank you!
  
  Life Time Account Support

• Initial Complaint

  Date:08/26/2022

  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.

  Lifetime fitness offers a free subscription to Apple Fitness + for all members, but what they do not clearly tell you is it is only a 3 month subscription so you have to come back every 3 months to renew, otherwise you are automatically charged $10 per month. I just realized this charge was happening for the last year and I am furious. I never even used the fitness +, I just downloaded it since it was free. This feels like such a scam and I already spend a fortune on lifetime membership. I am very upset.

  Business Response

  Date: 09/01/2022

  Hello *************;

  We are sorry to hear you are upset, Life Time does have Apple Fitness+ information on our website and it indicate the below information under the ** listing 

  How do I redeem the Apple Fitness+ included in membership offer?

  If you are the primary, partner or secondary account holder, meet the requirement for hardware and software above you will be able to go into your Life Time app and redeem your Apple Fitness+ offer via a 3 month activation code. This will require you to come back every 3 months to reactivate your Apple Fitness+subscription through Life Time, otherwise youll need to cancel your subscription directly with Apple or be billed directly from Apple for the monthly subscription rate for Apple Fitness+ at that time. 

  Can I activate an Apple Fitness+ subscription for longer than 3 months at a time?

  At this time we are only able subscribe Life Time members to 3 months of Apple Fitness+ at a time, thus requiring members to come back every 3 months to reactivate their subscription or cancel directly with Apple or begin paying the current subscription rate for Apple Fitness+ via their Apple account.

  We appreciate you reaching out and sharing your feedback

  Sincerely

  Life Time Account Support 

   

   

   

   

• Initial Complaint

  Date:08/22/2022

  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.

  Me and my wife have been members at Lifetime Greenway since the start of the ***** pandemic to mitigate large crowds. My wife has had her account frozen for periods of time when she is pregnant as she did not want to go to crowds. The freezing rate is for 4 months and $15 a month. The last time we requested freezing the account was in January 2022 as she was pregnant once more. In march 2022, my wife wished to cancel her account all together as she decided to transition to a pilates studio. I came into the Greenway location march 2022, in person, to request cancellation of my wife *****'s account. The employee at the front asked why, and I said because she doesn't use the amenities and has started to attend a Pilates studio instead. The employee said he had cancelled the account. I asked if anything was needed to be signed or if she needed to come in person as well. The employee said no and again reiterated her account was now cancelled. Last week, 8/15/2022, my wife was reviewing the billing statement, and noticed that we had been charged full price at Greenway for july and august 2022. We both seperately spoke to **** at ******** and he explained that in their records that her account was frozen but not cancelled and expressed that we received an email a few months ago alerting us that the account would reactivate in July. We explained what had occured and he acknowledged that ***** had not gone to the gym, in at least 3 months. We explained that we did not see the email because it was in our junk email and we were not looking for a email as we did not expect her membership to be re-activated (since we thought it was cancelled). He said it would be resolved and he would get back to us that day.On Friday I received an email from Lifetime inquiring if we wished to cancel *****'s account. I requested to cancel both accounts and again expressed the issue. They told us we will also be charged For september because they require 30 days notice

  Business Response

  Date: 08/30/2022

  Hello ****
  
  We thank you for reaching out to us, we have shared your information with our club management to look into your concern.  Once we hear back from the club we can reach out to you, since the conversation happened at the club we are not a wear of the situation at this time.
  
  Sincerely,
  
  Life Time Account Support
  
  
  Life Time Corporate Office
  lifetime.life

• Initial Complaint

  Date:07/20/2022

  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.

  I am going out of the country due to a death in the family and will be gone for a month. I called as soon as I knew and asked the membership to be paused and was told it was a 30 day notice to process a hold which completely defeats the purpose for me. I would like the month I am not using the membership to be refunded to me.

  Business Response

  Date: 07/20/2022

  Hello Nabeel
  
  We are reaching out to you regarding the concern you brought up with Better Business Bureau (BBB), we are very sorry to hear about passing of your family member.  Based on your request Life Time cannot issue a refund for not using the club.  Your Life Time membership is not charged based on usage, member pays a flat rate per month and how the member uses the club would be up to the member and member is responsible for membership fees until you would terminate the membership per Life Time General Terms Agreement.  When placing your membership on hold with Life Time this requires a 30-day notice. We appreciate you reaching out to us, per Life Time this matter has been resolved. 
  
  
  Sincerely,
  
  Life Time Account Support
  
  
  Life *********************
  lifetime.life

  Customer Answer

  Date: 07/22/2022

   I am rejecting this response because:
  
  I was not given the outcome I desired.