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

  3827 Overland Ave Culver City, CA 90232-3306

  
• 

  LA Fitness International, LLC

  3531 W Century Blvd Inglewood, CA 90303

  
• 

  LA Fitness International, LLC

  1914 S Bundy Dr Los Angeles, CA 90025

  

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:08/05/2022

  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.

  I signed up for a membership on the 23rd of July and cancelled it the same day. I paid $138 and got only 50% refund. I tried several times at the gym and no one is helping get my full refund.

  

  Business Response

  Date: 08/10/2022

  LA Fitness processed two refunds on 7/28/22, one in the amount of $64.92, the other in the amount of $64.93. Member confirmed that he received both refunds.

• Initial Complaint

  Date:08/04/2022

  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.

  I've been trying to cancel my membership for the past six months. Due to a medical issue I've contracted since late 2020 (I was hoping it would clear up but that's not going to happen) I can barely walk anymore, and thus the membership is rather pointless to me.I've called in the to local LA Fitness I filled out my membership form at and was told that they apparently 'can't cancel over the phone' for an arbitrary and frankly shady reason, and was told I'd need to come in. I explained the situation and told them if I could I already would have, but as it is I can barely move to the bathroom for abulations. The representative then directed me to a form I'd have to fill out and send in. Fine. I filled out the cancellation form and mailed it early in February of 2022. Two months go by and nothing. I called, they stated they haven't gotten it, so I mailed another in the middle of April. Another few months and more charges. I called again they magically can't find the second letter. Fast forward to another letter mailed on 7/19/2022, yet another monthly charge as of yesterday (8/3/2022), and yet another instance of my cancellation form magically not getting there! Boy, they sure do have a lot of physical mail thieves in their area don't they?I don't want a refund -- I just want the membership to be cancelled and debits from my account to stop because at this point I'm at my **** end and about to just report this to my bank as fraud, and just opening another account.

  

  Business Response

  Date: 08/10/2022

  
  Esporta Fitness followed up with Mr. *** regarding his concerns and we cancelled his membership with no further billing.

  Customer Answer

  Date: 08/11/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution was satisfactory to me.  I consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:08/04/2022

  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.

  I canceled my LA Fitness membership on ***** 26, 2022, through an online cancellation form and then mailing in the printed form to their headquarters. I then visited my local branch in ************ on May 29, 2022, and June 25, 2022, after being continually charged for the membership that I had canceled. On both occasions, my information was taken, and I was told that the person working had no power to cancel my membership, but that it would be done the next day by their operations manager. I was encouraged by their employee to charge-back my credit card. I was charged for both May and ***** despite no longer living in a state with a branch and repeated attempts to cancel. I again attempted to cancel during phone calls from the branch to me on July 7, July 19, and July 29. I then received a call this morning telling me I had an overdue balance. I explained the situation and was told that they had records of my account being canceled, and that I should not have been charged.At this time, I finally received a number for the corporate office, which I called today. Despite having apparently numerous indications/notes on my account that I had been attempting to cancel for months, my account was still active. I was told that they would cancel my account "as a courtesy" to me and waive my fees for ***** but that they would not refund me the amount I was owed from May. I strongly believe that 6-8 attempts to cancel a membership should be plenty, and that it is not my fault that (1) my mailed paperwork from ***** was not processed; (2) my two attempts to cancel in person were ignored; and (3) my three attempts to cancel over the phone were not adhered to. I request my May membership fee ($37.99) back, and frankly, I feel as though my ***** charge (which came through 2 days after I canceled) should be refunded as well.As an aside, to corporate: please do not be demeaning on the phone and talk down on people with "Miss firstname." I have a doctorate and I am not a child.

  

  Business Response

  Date: 08/17/2022

  
  LA Fitness followed up with our member regarding her concerns and we provided her with a refund for three months of membership dues as a courtesy for our member (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:08/04/2022

  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.

  At the time I signed up, I let the person signing me up know i can only train in the morning between 5 & 6 am and I was reassured that would not be a problem and was promised to have a trainer available at that time. For the first few months that was the case. Now things have changed, there are no trainers available at those times and a few times when i have scheduled a trainer saturday morning i get a no show because they didn't wake ** in time. During this time I injured my knee. I went to the doctor and was prescrdibed meds and was told to take some time off working out. I still go to the gym i'm just trying to not make my injury worse. I have tried multiple times to get out of this contract, they said if i brought a doctor's note which i did but they refused the note. I also complained to them for not haviing trainers available at the time i was told there would always be one and now with my injury it makes it an issue for me to come and train. I pay $230 a month which is already a lot to begin with. The manager **** which in my expereince has been nothing but rude and is not professional at all said there are trainers but i have to pay more now instead of $50 per training session he said it would be $60 per session or to buy out the contract for $500. I just want to cancel i brought a doctor's note that should be suffice but it's not, they are not letting me cancel the trainer contract which they don't even have a trainer in the morning's when i come in and now they want me to pay more in order to train in the mornings. This has been a nightmare of an expereince. They won't even downgrade my contract like they have don'e with others. When it's not my fault they don't have trainers avaiable.

  

  Business Response

  Date: 08/18/2022

  
  We are providing ************ with access to one of our Master Trainers, Hussein *** who has availability at her desired time when she is ready to resume training. Please note that this is being provided at no additional cost to her as a customer service consideration for our member.

  Customer Answer

  Date: 08/20/2022

  
  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 also like to add I still have two months left on my personal trainer contract but would like to stop charging my credit card as I still have 11 sessions unused left on my personal trainer account.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:08/03/2022

  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.

  Asked business to remove me from their email list. Business continues to spam me with marketing

  

  Business Response

  Date: 08/10/2022

  
  LA Fitness followed up with Mr. *** to inform him that we removed his e-mail so he should receive no further correspondence.

  Customer Answer

  Date: 08/10/2022

  Received another spam email which I forwarded to the business

  

  Business Response

  Date: 08/12/2022

  
  We confirmed that Mr. **** e-mail address has been removed. The last e-mail he received was sent before we were able to remove his e-mail address

• Initial Complaint

  Date:08/03/2022

  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 have not been to the LA fitness gym in ******, ** in two months and had told my trainer at the end of May at my last training session that I would be leaving town for the summer. He never told me I had to notify them at the front desk that I no longer wanted any training sessions with my trainer who was also leaving the gym at the end of May. I had a contract, the number was QRZIFBP60QF2014. I was just charged again on my my Master Card for $225.00 on my card and I was also charged in June for $225.00 also even though I have not had any training sessions or nor have I been to a LA fitness gym since there are none around me in upstate New York.I am asking for a credit back to my master card for $450.00 since I have not had a personal trainer for the time period I am being charged. I find it hard to believe that they would take advantage of an older person like this and keep on charging them when I havent even been to the gym. What a poor business model, I am sure they are hoping I will just forget about it so they can keep my money.When I called the gym to complain about the charges and told them I would not be back for the summer they said they would cancel my monthly training session charges but that I would have to contact corporate to get my money back for the 2 months they had charged me. I never got a response from the email I sent a week ago to corporate headquarters with my request. I can't find my contract. I can see that from reading all the other complaints about LA Fitness and trying to directly get a refund from them that it would be a waste of my time pursuing LA fitness corporate so that is why I am going directly to the BBB. I hope you can help me. Thank you.

  

  Business Response

  Date: 08/09/2022

  
  LA Fitness cancelled Ms. ********** personal training agreement with no further billing and we provided her with a refund for Julys monthly dues (refund applied to the same account used for payment).

• Initial Complaint

  Date:08/03/2022

  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.

  I signed up a La fitness to be personally trained. I paid 380 and signed a contract for a year. I was told that the trainer would be able to work around my schedule, and I could set the days based on my availability. I signed up on the 12 of July and have not been in to be trained. I also reached out to my trainer, and the days I gave him, he cant work those days. I called the gym and went in, and they were not helpful. I feel scammed. I requested my money back because the gym broke the contract and did not train me. The gym requested proof. I told the manager, ****, that my trainer schedule is proof, along with the text messages. They are not issuing me a refund, nor am I being trained. I want to cancel my membership and get my money back. I dont want to conduct business with individuals like this.

  

  Business Response

  Date: 08/17/2022

  
  LA Fitness followed up with ************** regarding her concerns.We offered to upgrade her personal training membership from Certified Training to Master Training, at no additional cost to her, so that she could work with our Master Trainers on staff who have the availability that she needs. However,she declined the offer stating that she wished to cancel. If ************** no longer wishes to continue with the remaining term of her personal training agreement, her agreement includes a voluntary cancelation provision,which affords her the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the agreement.LA Fitness will honor the voluntary cancellation provision of the agreement should she elect to take advantage of it. Otherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.

  Customer Answer

  Date: 08/17/2022

  for one La fitness are liars they never offered me anything. I dont want to conduct business with anyone who lies on customers. 

  

  Business Response

  Date: 08/26/2022

  
  We did in fact offer to upgrade her personal training membership from Certified Training to Master Training, at no additional cost to her, so that she could work with our Master Trainers on staff who have the availability that she needs. Whether she understood what was being offered or not, ************** is not entitled to terminate her agreement and abandon her contractual obligations early without a fee. As outlined in our initial response, if she no longer wishes to continue with the remaining term of her personal training agreement, her agreement includes a voluntary cancelation provision,which affords her the option to unilaterally cancel at any time, for any reason, by paying only half of the remaining balance due under the agreement.LA Fitness will honor the voluntary cancellation provision of the agreement should she elect to take advantage of it. Otherwise, she should be expected to honor her agreement as LA Fitness stands ready to provide the services for which she contracted.

• Initial Complaint

  Date:08/02/2022

  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.

  Hello, my name is ******* and I would like to file a complaint over a refund with LA fitness, located at *********************************************** 5X2.Date of transaction: July 28, ***********: $497.20 Services: Training Registered phone number: ************ I had a 1-year training contract at this location, which ended in June 2022. I've never requested auto-extension of this contract, however, they made it as default and the only way that I could cancel it was to visit this location. I visited this location in May, they said that I could not cancel it because their manager, Mass, was not there. When I made 2-3 calls before the visit, they never mentioned that I should book an appointment with him. I explained everything and they said he will call me back.I didn't receive any calls so I called them again. They said that **** agreed to cancel my extension and that I should make one last call to confirm this cancellation in June. I really didn't understand their procedures but I did what they asked me to. In June, I called to confirm the cancellation. On June 30th at 9:40 pm, *****, who took my call at that moment, looked into my account and confirmed that my training contract had already been cancelled and the June payment would be the last one.However, on July 28th, they charged $497.20 on my credit card. I made a call to the location again, and they said that I should visit the location and talk to the manager to get the refund. This is NONSENSE, I've done everything they asked me to cancel the extension.Since they confirmed the cancellation of the extension in June, they technically charged on my credit card without my consent. Now I would like to get the refund of $497.20 and a full refund for the sessions that I haven't used at this location. If you read the ****** reviews, you can see many clients experience similar to my case. I cannot tolerant this overbearing and unreasonable customer service. Please help with this case. Thank you for taking your time.

  

  Business Response

  Date: 08/09/2022

  
  LA Fitness followed up with ******** regarding her concerns.We cancelled her personal training agreement and provided her with a refund in the amount of $497.20 for the last payment (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: 08/10/2022

  The refund of the extra charge was done and I received the cancel confirmation of the training from LA Fitness.
  However, I requested the cancellation of the extension, so I was worried and contacted them to check the number of remaining active sessions. They confirmed that I still have 98 sessions banked up, but they started providing total new information, which is completely different from what I heard from Mass, who is the manager at the ******* **************************** location. 
  When I signed the contract and even when I even tried to cancel this contract last year, he explained that the unused sessions would remain active with no limitations, even if I cancel the membership. So I didn't cancel the contract and kept paying for the training for 12 months. Now they say that if I want to keep them active, I should maintain paying at least 1 session in a month. I don't really understand why this company keeps adding new policies, which is UNFAIR to customers and not informing the correct information in the first place. 
  I requested them to give me a timeline of 2 years so that I can use the active sessions within that time period without making any extra payment. And I also would like to get an official document that states all these contents below clearly; Client ID, name, the number of active sessions remained, timeline, the date that will be terminated.
  I still haven't heard from them regarding this matter, and I can clearly say that getting the refund for one extra payment and losing all 98 sessions that I paid over 12 months is NOT the resolution AT ALL. I cannot agree with this unbelievable response from LA Fitness. If they were going to cancel all the remaining sessions without the refund, they should have confirmed it before cancellation. If they cannot provide the 2-year timeline, they should refund the whole amount which is equivalent to 98 sessions.
  

  

  Business Response

  Date: 08/12/2022

  
  LA Fitness will provide ******** with a 2 year extension to use her remaining personal training sessions.

• Initial Complaint

  Date:08/02/2022

  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.

  Hello my name is ***** ************************************* I am a Zumba instructor I do my work out and my practice at this gym and there is very racists people who do not like music especially in Spanish I am Spanish also, Zumba is Spanish world wide since I enter this fitness they hacked my speaker by not letting me in to do my clases also they put my music low that way I do not do my classes which I feel very discriminated this people doing this to me. I spoke with the manager and nobody have a control on this situation i am also a member we there and I paid money monthly $69.53 to work out. Also, the salon were you do Zumba,yoga and more is only for dance entertainment is not for weight and more this people from weight they come inside and complaint about my class is too loud the salon is only for dance , yoga and more is not for weight and this people put lower my music or hacked my device..

  

  Business Response

  Date: 08/12/2022

  
  LA Fitness followed up with ********************** Balcaz regarding her concerns. Her issue stems from the public Wi-Fi at the club. She streams video on her phone while performing a routine in our group fitness class and the video cuts out when the Wi-Fi signal strength is weak. We do our best to provide the best Wi-Fi possible. However, it should be noted that we provide the service for free and we cant guarantee a signal or make the signal strength any stronger.Unfortunately, the signal strength can become weak during times of high usage but the circumstance would not entitle ********************** Balcaz or her mother to free memberships.

• Initial Complaint

  Date:08/01/2022

  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 signed up for a membership with LA fitness last year. It was a membership with personal training sessions. My training sessions are constantly canceled because there are lack of trainers. My membership is up August 17th, and I want a refund of my personal training sessions due to inability to use them due to lack of trainers and turnover. They are refusing to refund me my sessions and I DO NOT want to continue my membership there just to use my sessions that had there been trainers I could have used by now. I have not had a good experience there and I don't want to continue there, but because they're forcing me to have a membership there to use my training sessions due to refusal of refunding them I have to continue my membership. I want my 63 Training sessions refunded so I can move onto a gym that gives me what I need.

  

  Business Response

  Date: 08/15/2022

  
  Esporta Fitness tried following up with ************** regarding his concerns but he hasnt answered our calls and his voicemail box is full. We encourage him to follow up with the Operations Manager at our ************** location, ****************, for further assistance. ************

  Customer Answer

  Date: 08/17/2022

  I tried talking with ****** before talking with the personal training manager. That is why I wrote to you. According to them neither of them could do anything about it!

  
  

  

  Business Response

  Date: 08/26/2022

  
  Our District Vice ********** ***************** has also tried following up with ************** regarding his concerns but he has not retuned his calls either. We have 4 personal trainers available at our ************** location and 5 available at our ******** ************* club location for him to work with. We can provide him with an extension (up to one year) to use his remaining sessions. However, failure to use the sessions does not entitle him to a refund.