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 International, LLC

  2180 N Bellflower Blvd Long Beach, CA 90815-3126

  
• 

  LA Fitness International, LLC

  4438 E Pacific Coast Hwy Long Beach, CA 90804

  
• 

  LA Fitness International, LLC

  28901 S Western Ave Rancho Palos Verdes, CA 90275

  
• 

  LA Fitness International, LLC

  908 W Sepulveda Blvd Harbor City, CA 90710

  

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:03/16/2025

  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.

  I am filing a complaint against Club Studio (**************************************) regarding harassment by personal trainer **** ********* and the gyms failure to address my *********** a paying member of Club Studio, where the membership fee is $198 per month, I expect a safe and professional environment. However, while working out in an empty gym, my friend and I were aggressively confronted by ****. Without greeting or explanation, he demanded, Youre going to erase that video. Its illegal to film in the gym. ****** it. His claim was false and delivered in an unprofessional, hostile manner.When we asked for clarification, he stated that filming was prohibited if people were in the background. Since the gym was empty, we questioned why we were singled out while many members regularly film without issue. His response? But I only see you! He then threatened us, saying, If I catch you again, your membership will be revoked.His aggressive and discriminatory approach left us feeling targeted and unsafe. A high-end gym that charges $198 per month should ensure a respectful and welcoming atmosphere, not allow staff to harass paying members.I immediately reported the incident to gym management and corporate headquarters, expecting accountability and a response. Despite multiple follow-ups, I have received no acknowledgment or resolution.This raises serious concerns:Does Club Studio condone harassment from employees?Why has no action been taken?Is this the treatment members should expect after paying such a high membership fee?A premium gym should prioritize safety, respect, and mental well-being, yet Club Studio has failed to address this issue. I am seeking formal intervention to hold this employee accountable and ensure other members do not experience similar mistreatment.I appreciate BBBs assistance in resolving this *********** regards,Xiaoqing Phone: ************ Email: *********************

  

  Business Response

  Date: 03/20/2025

  LA Fitness followed up with Ms. ***** regarding her concerns.We spoke to employee back in December and reassured her that we encourage her to take photos and videos of herself but to refrain from having people in the background

• Initial Complaint

  Date:03/12/2025

  Type:Order 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.

  Ttulo de la queja: Acusacin falsa y hostigamiento por parte de un entrenador en LA Fitness Descripcin de la queja:Deseo presentar una queja formal sobre una situacin que ocurri en el gimnasio LA Fitness en *****. Una cliente que entrena diariamente con sus amigas ha sido acusada injustamente por un entrenador personal. Esta chica, debido a su experiencia, crea su propia rutina y a veces comparte consejos y sugerencias con sus amigas durante el entrenamiento. Sin embargo, un entrenador personal la grab sin su consentimiento y la acus de estar ofreciendo entrenamiento personal de manera no autorizada, lo cual es completamente ******** importante aclarar que **** no est cobrando por entrenar a nadie, simplemente est compartiendo su experiencia con sus amigas mientras entrenan juntas. Adems, sus amigas tienen membresas activas y asisten al gimnasio porque disfrutan entrenar con ****. No existe ninguna regla en el gimnasio que prohba que los miembros entrenen juntos o se den consejos entre s.Considero que esta acusacin es injusta y constituye una forma de hostigamiento. Solicito que LA Fitness investigue esta situacin y garantice que sus clientes puedan entrenar en un ambiente cmodo y respetuoso, sin ser objeto de acusaciones falsas o vigilancia inapropiada por parte del personal. Agradecera una respuesta y una solucin a este problema lo antes posible.Gracias por su atencin y comprensin.

  

  Business Response

  Date: 03/19/2025

  LA Fitness followed up with Ms. **** regarding her concerns. She is aware that she cannot train clients at our facility, but that it is ok to train with her friends

  Customer Answer

  Date: 03/20/2025

  
  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:03/12/2025

  Type:Sales and Advertising 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 am in the process of moving to **************** From ******* ******* and I wanted to share my unfortunate experience with an employee and General Manager At the La Fitness in **************************************. As I mentioned I am in the works of moving to ******** and wanted to check out the gyms around my job. The LA fitness above was the closest so I requested a guest pass to check out the gym to see if I liked it. They emailed me the pass, and I went in to speak to one of the employees, to come and find out they told me I could not get a guest pass because I had a membership with LA fitness about a year ago. I told him my scenario that I was moving up here and wanted to check out the gym, but they still refused and stated that I would need to just get a membership or pay for a day pass. I was surprised at their lack of wanting to gain my business. If I was a previous LA Fitness Member, why would you not want to win my business back. I told them that I had gone to the **** close by to buy gym clothes in the name of trying to get some workout routine back in order with the relocation in process. He refused. The General Manager also refused, and said that he could workout some plans to get me in. I have had a LA fitness membership for a while, and then had an Active and FIt membership, in which LA Fitness was the main gym for me. With this lack of ***************** I will gladly drive an extra 5-10 minutes to avoid going to LA fitness. I would like to note that I have been to Anytime fitness, and Planet Fitness, and neither have denied me a guest pass. Additionally, I am now driving 13 minutes to crunch, when the LA fitness is 5 minutes due to the bad management at this LA fitness. I believe in the importance of running a business, and the importance of doing your job well. That is why I am taking the time to write this. Thank you.

  

  Business Response

  Date: 03/19/2025

  LA Fitness followed up with Mr. ********* regarding his concerns and we set him up with a guest pass to try out the club

  Customer Answer

  Date: 03/19/2025

  
  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:03/11/2025

  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.

  The water taps in male and female changerooms do not have warm water service for 12+ months. The issue has been informed to multiple employees of the club (LA Fitness, **********************************************) and no action taken yet. This basic amenity should not be compromised by a licensed business in ******.

  

  Business Response

  Date: 03/18/2025

  LA Fitness followed up with Mr. **** regarding his concerns.We informed him that 4 sink faucets have already been replaced, 5 mother faucets have been ordered and maintenance will replace them as soon as they arrive

• Initial Complaint

  Date:03/11/2025

  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.

  This gym makes it extremely hard to cancel your membership! You have to be there at a certain time and hope to catch a certain manager that does the cancellations!!! They let you freeze your account only to charge you 10 dollars a month , plus the annaul fee!!!!! If your unable to catch up to the mystery manager then you can mail in a letter ! But to join its just one click of the button.

  

  Business Response

  Date: 03/17/2025

  LA Fitness provides members with the option to cancel at any LA Fitness location between the hours of 8 AM-5 PM on Monday through Friday,when the Club Manager is available to process it, but we strongly encourage members to send a written cancellation request via certified mail to ensure return-receipt. Mr. ****** also has the option to cancel via email by sending his written request from the email address that he has on file with us. 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. LA Fitness followed up with Mr. ****** and we found that he had gone to the club when the Club Manager was out of the office due to the holidays and his prior visits were after 6pm. Nevertheless, we processed his membership cancellation with no further billing and we waived the outstating balance,which included 2 months of freeze fees, the annual fee, and late fees, as a customer service consideration for our member. 

• Initial Complaint

  Date:03/11/2025

  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 signed up for a personal trainer. I was told someone would meet me 2 days later for meal prep & more info. Upon arriving no one was there for me. My next apt was to be the following Monday at 4pm (the person who signed me up said shed set it up). Showed up & again no one waiting. I spoke to another person Friday to finally get a meal plan & set up and apt for Monday. He even showed on the screen setting the apt. I showed up & again no one was there for me. I got a text saying sorry for the misunderstanding. I requested a ********************** Contacted local, regional & corporate. All said theyd look into this & call me back. Not once did I get a call back. I dealt with at least 7 different people who never called back. Was called a liar. And only offered a half buy out or for me to give another chance or travel out of town to workout. As of right now I did the buy out so they would stop taking my money but I would like my money back. They failed to meet their contract. I have the text from the trainer. I tried to contact other trainers for help with no reply & the person who signed me up even blocked me from contacting them. Its not right that they can take my money, call me a liar & make me uncomfortable enough to wear I dont want to go to this business again. They failed me as a customer & as a person in general. This meant a lot to me & was for my health. I feel humiliated by the employees & how they treated me. Id also like to note the buy out amount they charged me was different then what I was told. So they stole even more from me without my consent. During all this each time I contacted them my act showed 2 apts, then it went to 1 apt & then mysteriously showed no apts. and now they say there was never any apts. But then explain the text from the trainer for the last (3rd apt) missed.

  

  Business Response

  Date: 03/25/2025

  LA Fitness cancelled Ms. ****** personal training agreement and were providing her with a refund for all payments made, $756.57 (refunds applied to the same account used for payment). Please allow 3-5 business days for the refunds to post to the account

  Customer Answer

  Date: 03/27/2025

  
  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,
  
  Kaitlyn (kat) ***********************

• Initial Complaint

  Date:03/10/2025

  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.

  On March 3, 2025, I signed up for a personal trainer at LA Fitness in *********, ************. The lead trainer, after an initial fitness evaluation, informed me that my health was very poor and if I didn't take immediate steps to improve my situation, that I was heading for another stroke (I've had two ***** in the past three years). I felt pressured to sign the contract, she made my health situation seem dire. I also deal with mental health issues which added to my stress level at that time. This is not just a buyer's remorse issue. I felt pressured to sign the contract. I went to LA Fitness to cancel the fitness contract, and I was informed that it cannot be canceled under any circumstances. I paid $480.00 for the trainer and that amount of money is going to be charged every month.

  

  Business Response

  Date: 03/20/2025

  LA Fitness followed up with Mr. **** regarding his concerns and we cancelled the remaining term of his personal training agreement with no further billing

  Customer Answer

  Date: 03/24/2025

  
  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,
  
  ***** Ster
  
   
  

• Initial Complaint

  Date:03/10/2025

  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.

  For a little over three weeks now, the ADA/handicap ****** has been out of order. Not only is the ADA **** broken, but there is no plumbing/water available for use in this ****** stall. I've mentioned it to the nice young lady I believe to be the manager. She tells me that she's aware of the problem and LA Fitness has been informed. However, the ****** still remains unusable, and there's only one *** ***** for use.

  

  Business Response

  Date: 03/17/2025

  LA Fitness followed up with Mr. ****** regarding his concerns and we let him know that all parts have been ordered to complete the necessary repairs. 

• Initial Complaint

  Date:03/09/2025

  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.

  Pool which is part of membership has been closed for approximately 3 months now with no time as to when itll open only answer I receive it at the end of the month it will open,I use the pool at least 3 times a week I was told prior that I should go to ********* location to use their pool which in time and traffic is 20 minutes away reason why I got membership was because of ALL amenities and gym being 4 minutes from my residence,I feel that since the pool is one of the amenities included in my membership and is not available my membership fee should at the least be prorated,approximately 2 years I went thru same issue but pool was closed for 11 months

  

  Business Response

  Date: 03/17/2025

  LA Fitness followed up with Mr. ****** regarding his concerns and we provided him with a refund for 2 months of membership to compensate for the closure of the pool and we will revisit the situation in 2 months should the pool still be down (refunds applied to the same account used for payment).

• Initial Complaint

  Date:03/08/2025

  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 formal complaint regarding my experience with LA Fitness after they acquired XSport Fitness. On January 2, 2024, I purchased a personal training package for $199 at XSport Fitness in ************. I was told by General Manager ******* that the sessions would never expire. I have proof of the transaction and agreement. I canceled my membership later that same month, and the Operations Manager printed a record showing the sessions I still had available, confirming they would be available if I re-purchased the membership. In June 2024, I spoke with a personal trainer about scheduling my sessions, and he directed me to *******. ******* told me that because I canceled my membership, I needed to buy at least one session to reactivate my previously purchased sessions. I agreed and bought a session for $50, as per his instructions. However, after LA Fitness acquired XSport in July 2024, only one session appeared in my LA Fitness app, despite having purchased several. I contacted the **************************************** location, where I was instructed to reach out to *******. I did so and sent over my contract. Despite multiple conversations with employees at various LA Fitness locations, the issue was not resolved. Furthermore, my one remaining session in the app was removed without me using it. I later spoke with District Manager ****, who first told me I needed to buy additional sessions to reactivate the ones I had purchased but then contradicted himself when I told him that I am not buying any session by saying, "I cannot give you the session you never had." Despite providing evidence of my purchase, LA Fitness was unable to provide proof I hadn't purchased or used the sessions. They claimed the system merge caused the loss of records, but this is the companys responsibility. I feel misled, as I paid for services I never received. I am requesting a full refund of $249 and accountability from LA Fitness for wasting my time and resources.

  

  Business Response

  Date: 03/20/2025

  LA Fitness followed up with Ms. ***** regarding her concerns.We confirmed that the agreement she provided us reflects that her training sessions expired 5 weeks after the purchase date. As such, she isnt entitled to a refund. Nevertheless, we reinstated the expired sessions and were providing her until 4/18/25 to use them as a customer service consideration for our member