Complaints

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:02/06/2023

  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 joined Lifetime Fitness in Wayne/King of Prussia PA with the intention of using the pool for fitness. The company advertises itself as a fitness company for those who are into fitness. My fitness interests lie only in swimming however I paid the full membership price thinking I would have full access to the pool minus a couple lanes in the evening hours for swim team. As of last week this exception has increased to 8 of the 12 lanes being used for swim team without any notification to the regular swimmers. I emailed the aquatics director with no reply. I then spoke with a manager who insisted that all lanes could be taken up by swim lessons or youth swim team in the evening hours when working out is most feasible for most members without any lanes being reserved for regular swimmers as those in the youth programs pay more money. Alternatives such as blocking off lanes for regular swimmers or reducing the cost of the membership would not be considered. If the entire club is not available for me to use in the busiest hours, i.e. the pool is completely off limits, then I am not getting the full access membership that I am paying for. The company is double booking airline tickets, selling regular priced adult memberships promising use of the pool while at the same time selling lanes for the swim team and lessons, which are not available or of no use to those of us who regularly swim. Youth programs are prioritized to get more money at the expense of regular swimmers. By making youth programs the priority, they are also false advertising as a fitness club when really they are more of a child care facility. To resolve this, I would like to have my membership fee reduced by the amount of time that the pool is taken up by swimteam and swim lessons but on a weighted scale with evening hours accounting for 1/3 of the price of the membership as that is when the majority of people workout.

  Business Response

  Date: 02/22/2023

  I received your letter regarding *************************** at Life Time King of Prussia. I spoke with ******* on the phone on February 3^rd. She was upset about the number of kids and lanes in the indoor lap pool being taken by kids programming (lessons and swim team). She specifically asked that we cap the number of kids that are allowed to take the programming so that there are lanes available for lap swimmers. I apologized that she was unaware of the swim schedule and that we can ensure that it is up to date and I offered to show here where the schedule was on the app.

   

  As for swim programming, we prioritize all of our spaces at Life Time for programming and they are very popular with our members. I let ******* know that we have a large demand for kids swim team and lessons. Both programs will continue to grow and while I knew she would be disappointed, I wanted her to have all the accurate information. She said that I was pushing her out of the club and I let her know my goal was for her to have the most accurate information and hopefully be able to find time to workout around the swim team. This is similar to many spaces in our club that we have programming, not just the lap pool.

   

  We do not discount rates in any of our 160+ locations as the clubs are not a la carte and all areas are available to members. We do not have a way to charge someone less just specifically for the pool when they have access to the entire club. ******* would only accept me limiting our Kids programming, which would mean removing children from swim lessons or swim team, or lowering her dues. We are month to month memberships at Life Time and she has no long-term contract. I told ******* that my goal is for her to be a happy member at Life Time, however, I understand that if she has limited time to come and the lap lanes are not available that we might not be able to meet her needs as a member.

   

  I hope we are able to continue to earn *******s business at Life Time.

   

  Please let me know if you need anything else.

   

  Thanks,

   

  ***************************** | Area Director, Pennsylvania

  Customer Answer

  Date: 02/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Refusing to acknowledge predatory business practices does not solve the problems created by predatory business practices. You are selling your pool to two groups of customers while only de facto allowing one group to use it and allowing staff to disrespect the other group to accomplish this. Lifetime needs to adjust its pay structure or its programming practices in order to conduct good and fair business. Let this complaint be a warning to potential new members of the club.
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 03/10/2023

  I received the response from ******* on the previous email I sent accusing of predatory business practices. I have attached the General Terms Agreement that *************************** consented to when joining Life Time.

   

  Page 11 Section 7a

  • Change in Terms. Life Time retains complete control over all matters affecting, relating to, or concerning its members and memberships. To the fullest extent permitted by applicable law, Life Time may change, modify or otherwise alter any aspect, term or condition of my GTA, my MUA, and the Club Policies or any other applicable contract, promotion terms, or policy in its sole discretion with no notice or with any notice as may be required by law, including without limitation the structure or benefits of my Membership. Handwritten changes to the GTA, MUA and Club Policies are not valid. I understand that Life Time's right to make these changes may affect my access to, use of, or participation in its services or products, including without limitation to its Centers, benefits, features, characteristics, attributes, amenities, facilities, equipment, activities, classes, programs, packages, goods or conveniences. My payment for and/or use of Life Time's services or products after a change in terms constitutes acceptance of and agreement with the change.

  We diligently think through any schedule change that includes and is not limited to our Group Fitness schedule, Pool Schedule and Kids schedule. We make the changes in which we feel would be best for the business and member experience. I understand that we can make changes that, while we feel positive for the majority, can cause other members to less access to services or areas of the club.

   

  Life Time does not have long-term contracts. ******* can cancel her membership at any time with a 30-day notice. If Life Time is no longer the best option for her to swim, I will not only waive the 30-day notice but also refund her February and March membership dues. This would be a $538 refund even though the club was visited by ******* and **** 19 times between February 1^st and March 9^th. This in my opinion would going above and beyond if ******* chooses to cancel.

   

  I hope that ******* can still find value in her membership at Life Time, but there has not been predatory business practices. Life Time reserves the right to change schedules and all member reserve the option to be a member at Life Time as we are month-to-month. We changes schedules and programming often to ensure that we are meeting the ever changing demand.

   

  Thanks,

   

  *****

   

  ***************************** | Area Director, Pennsylvania