For almost 6 months (or since Pure Fitness was bought out by LA Fitness), the members have been sold a bill of goods. From promises that the air conditioning would be fixed to promises that the mildewed, smelly, worn carpet would be replaced and everything in between. I had been paying for personal training sessions; however, each trainer, one by one, either quit or was fired, making it almost impossible to schedule an appointment with the same trainer more than twice in a row. When it was Pure Fitness, the trainers were plentiful, accommodating and helpful and we were promised LA Fitness would provide more of the same - it most certainly did not. If a trainer or time slot was unavailable, that was just too bad.
I filed a complaint with the BBB, spoke to the corporate office and explained that I continued to pay for personal training but was not able to schedule personal training. After many calls to corporate in California explaining my plight and asking for a refund of my previously paid personal training sessions and a cancellation of my membership, I was advised by Danielle that, although she completely understood my frustration, it was not their policy to do either but she'd see what she could do. After we went round and round, she finally moved a trainer from another facility to the Chandler facility where I had my membership. I was not offered anything else, no free training sessions, nothing.
I began training with Ashley and, after a couple of training sessions, she was no longer available on my preferred days. As I was attempting to reschedule, I received a call from Ashley stating that the LA Fitness I belonged to was closing and that I'd have to attend the other Chandler LA Fitness (the one that is packed all the time, even before the other 3 Pure Fitnesses in the area closed and sent their members there); however, she was still not available during most times that were convenient for me. I, again, called Danielle (and her manager, Shawnee Haysum, who had previously advised me that if I ever needed anything further, I should contact her - I left 4 messages and never received a return phone call), again, explained my frustration and again asked that I please be refunded the $800 or so I had paid for training that I had been unable to use, and that I be released from my contract that was ending in 2 months. No dice.
I explained that this was a very poor business practice and that, although it kept money in the pockets of LA Fitness in order for them to stay afloat, it was creating a very bad name for them as I, and most certainly others, have and will continue to spread the word about their terrible customer service. I finally got a letter from LA Fitness stating that I would not be receiving a refund or my payments, I would not be permitted to cancel my membership and that nothing further would be done to assist me. |
