ComplaintsforLife Time Fitness Inc

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am needing both the kids club manager to phone me regarding this mornings drop off.The staff was not prepared to accept curbside at 7am (as it is listed on every publication that early drop off starts at 7am). I waited for 5 mins at the location, and no staff members were present.I went inside to drop off at the basketball courts, the young lady at the desk rudely started that she would take my son to the tennis courts. I was then informed that I was still required to go myself in order to provide a signature.I made it clear that I did not have the time to back track, and asked why the staff was not prepared to accept at 7:00 am but no answer given. I let the young lady as well as the front desk staff, that I needed to leave due to a work meeting that I was required on. I was rudely told that they would not accept my son if I did not provide the signature, despite the fact that the same issue occurred last week.This is the second time this has happened, in two weeks!!I am fully expecting a full reimbursement for today due to the LifeTime Fitness staff not having their side prepared at the time which is listed.I am currently left with the feeling of wanting to cancel the summer camps we are signed up for, along with my club membership. With the monthly dues that are paid in addition to the weekly fees paid for the summer camp I expect way better than what has been experienced today (and last week).

  Business response

  07/01/2024

  Hello *******

  Thank you for reaching out and sharing your feedback.  We have reached out to our club management asking them to reach out to you.  You should be getting a call back within 24-48hrs or sooner, if you do not hear back from the club management, and please call **************.  We appreciate you bringing this matter to our attention. 

  Sincerely 

  Life Time Account Support 

   

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I will try to condense this as much as I can, on June 6th at LifeTime Fitness Baybrook I was asked to leave the ************ due to my son having bug bites and the manager ***** said since I didn't have a note saying they were bug bites I had to leave. I wish I had more room to type out the entire conversation but she was sarcastic and aggressive (this all happened in front of two employees named ***** and **** for confirmation) the real problem however was after I left I wanted to see the policy that stated she could ask for a doctors note for other reasons than fever so I asked for a manager at the front and as I was waiting with my two children in hand ***** followed me to the front and aggressively continued the altercation approaching me first asking are you waiting for someone? (***** at the front desk and the cameras in front of the locker room will also show you she followed and approached me) I said yes I want to speak to **** about the note policy she then said **** is just going to tell you what I told you again, extremely aggressive so I said okay thank you Ill just wait for **** to which she replied go ahead, and you can get a doctors note before we let him back in I want to make it clear her asking for a doctors note is not the problem. This employee was extremely, extremely rude but worse aggressive. I wish I could expand on the conversation inside the kids academy but from the start she was sarcastic and rude which escalated into aggression out in the lobby. I have been a member there for four years and through two pregnancies I havent so much as paused my membership because both my children and I love the amenities other than fitness that the club has to offer. In that moment because of the absolutely appalling and disrespectful way I was spoken to I cancelled all of our memberships. Its a huge loss for my family and I as we all take private tennis lessons there and adore the coaches but ***** has no business being in charge of children.

  Business response

  06/14/2024

  Hello ******

  Thank you for reaching out and sharing your feedback.  Someone from Member Relations will be reaching out to you shortly.  If you like you can also reach out to *** from Member Relations at **************.  We are happy to look into your concerns. 

  Sincerely

  Life ******************** Team 

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BEWARE OF LIFETIME. During the month of April (after 3.5yrs as a member and being a past employee with lifetime) I received a notice of my membership termination per my request, thanks to ***** the member service concierge working at Lifetime Novi, MI, Due to a member on my account signing into my online Lifetime app and checking in as me over the last number of years. Foolish mistake on our part but was not expecting to be treated as a criminal by this club. They not only cancelled our membership halfway thru the billing cycle, but then proceeded to ban us for a 30 day cooldown. I was told by both GM and ***** that the reasoning was not my business when I asked for an explanation of their reasoning/finding. The only reason I received involved racial bias because a lot of families look the same Did not appreciate this treatment and the ignoring of the many phone calls to both Novi and Corporate lifetime. Have never been treated like a criminal by a gym nor had someone assert their power so disrespectfully as a consumer. I will likely not return after this harassment but am hoping lifetime can minimally handle these issues as many other members have also voiced concerns over similar situations to myself. As a professional athlete this is a very confusing experience to lose a facility to progress my career. Very upsetting and very much a let down from what I remember lifetime being years ago. Will not be recommending Lifetime to anyone I know after this experience.

  Business response

  04/30/2024

  Hello *****

  We have reached out to club General Manager ******, and she informed us the issue has been resolved.  

  Sincerely 

  Life Time Account Support 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was a member of Lifetime Fitness ********* since it opened. I had a problem with another member. I asked for help from the manager. That is when all my problems started. He was dismissive to say the least. I finally complained with corporation. Then the situation got even worse. He was beyond rude towards me. I went to talk to him this morning, he unleashed all his grievances and said that I was causing him too much trouble and my membership was cancelled. I never experienced such unjust treatment before. It is all because I complained with his superior. I asked for his help several times. I was the victim and he lied about me to his superiors.

  Business response

  04/29/2024

  Hello *****

  Thank you for sharing your feedback, we will look into this matter and Life Time does not share any information on internal matters with anyone outside of Life Time.  Life Time decision is final on your membership, Lie Time will not be offering you a membership going forward.  We wish you all the best. 

  Sincerely 

  Life Time Account Support Team

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my insurance paid $375 for 1 year membership to lifetime fitness and they say i have to have a debit card on file, but when i try to put 2 to 4 cards thru they deny all of they cause their system is having issues processing any credit cards or debit cards at all for the last 6 months processing any or all credit or debit cards. the membership is completely paid for by ******** UHC i gave them the code its paid for and they still said i cant come to the gym until their system processes credit or debit cards which has been since september last year i tried and didnt work either, reason my insurance covers 1 years paid for me is cause i have many health problems so i need to exercise at the gym. but today said i cant come if they debit cards or credit cards dont process when i said its paid for it my insurance should beable to workout until you get the debit cc system working on your computers and at corportate i even i called corporate **** said cant find me in the system and i told them to have manager call me and the manager never called me back today 1 hour later like they said would. to fix this problem so i can go work out. they are not suppose to charge my debit card for any of this so no reason they shouldnt allow me to workout til they get their systems working. ******** UHC PAYS 100% EVERYTHING FOR 1 YEAR THERE AND THEY REFUSE TO LET ME WORK OUT. THIS IT IS NOT FAIR

  Business response

  04/29/2024

  Hello ***

  Thank you for reaching out to us and for sharing your feedback.  We will have someone from Member Relations reach out to you regarding your concern. 

  Sincerely 

  Life Time Account Support 

  Customer response

  04/29/2024

   I am rejecting this response because:
  
  I HAVE BEEN WAITING 6 MONTHS NOW FOR THEM TO RESOLVE THIS, I WANT IT RESOLVED TODAY NOT IN ANOTHER WEEK.

  I AM SUPPOSE TO WORK OUT EVERY DAY TO HELP MY HEALTH PROBLEMS.

  Business response

  05/09/2024

  Hello

  Thank you for reaching out, I was informed **** from Life Time Corporate reached out to you and shared with you the options on correcting the issue you are having.  

  Sincerely 

  Life Time Account Support Team

  Customer response

  05/09/2024

   I am rejecting this response because: someone called me week ago **** she acted stupid like she knew nothing about the credit or debit cards working for the last 6 mths. when i told her ive talked to someone there and they said software is down at corporate, never got nothing resolved with me, they said they call me back , never did. all they got to do since insurance pays the whole bill $375 for the whole year is let me go workout, until they get the credit debit card to put on file, i dont understand why they try to scam people for a debit credit card to put on file so they can charge it after the year is up. that is not right its scamming customers for their debit credit cards to put on file, is not right to do this. when insurance pays it all for 1 year cause of reasons needed to exercise and they wont let me.

   

  
  

  Business response

  05/14/2024

  Hello

  No one from Life Time is trying to scam you, your insurance company is sending check to pay for your membership.  If anyone have a membership with Life Time you are required to provide an automatic drafting on file all times.  Members can provide credit card or a debit card to pay for their membership, all we can do is submit the information member provide to their financial institution and they have to release the funds and Life Time have no control of how we get paid for your membership fees.  **** was trying to inform you how Life Time credit card process works, we don't appreciate you calling Life Time team members inappropriate names and it is violation of Life Time code of conduct.     

  General Policies

  Proper Conduct policy: We strive to uphold a family-oriented environment. As such, we expect proper and respectful conduct on our premises at all times. We do not permit disrespectful conduct toward our members, guests, employees ("Team Members"), vendors, or property, including but not limited to: vulgar, profane, indecent, offensive, hateful, discriminatory, violent, hostile, aggressive, threatening, harassing, stalking, fraudulent, hateful, or other inappropriate conduct or communication

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was just at the gym, on a broken chair, the cryo chair is currently broken. I was working out this morning and stretching, and was just sitting in the chair to relax, even though the first cryo chair is broken.An older man was waiting about 4 minutes for a chair, got in my face and yelled at me to get out of the chair, and I was wasting peoples time.I told him the chair is broken and it wasnt even working.He was extremely rude and combative.

  Business response

  04/10/2024

  Hello *******

  Thank you for reaching out and sharing your feedback.  We have reached out to the club and the club manager has informed us that the chair has been fixed.  Also, the club manager informed us that he will be reaching out to you regarding the rude gentleman.   Thank you again for bringing this to our attention.  

  Thank you

  Life Time Account Support Team

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In our about November 2023, my daughter slipped and fell outside of ********, ********, ********** on uneven pavement. She suffered from a fractured ankle and received medical treatment. I was in contact with Lifetime and was advised to send any and all out-of-pocket expenses which I did. To date, they still have not addressed or corrected the pavement no have they reimbursed me for my out of pockets. *** from ****** who took over the matter, is very unprofessional. He thought by bullying and intimidating a long time client would work or scare them off. When Lifetime first opened up, it was a really good, clean, exciting place to get healthy. That has changed a lot over the years and I am seeing more and more of a decline.

  Business response

  03/05/2024

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

  Thank you for reaching out us, sorry to hear about your daughter's injury and hope she is doing well.  We have been informed that the claims department will be reaching out to you regarding this matter.  

  Sincerely 

  Life Time Account Support Team

  Customer response

  03/12/2024

   I am rejecting this response because:
  
  I apologize but Everything they said has been a lie, over exaggerated and twisted.  I have sent emails and left phone messages and NO ONE has responded or returned any of my calls because they do not wish to be bothered. my they can now speak to my attorney to resolve this matter.  They have made false accusations against me and their insurance company has bullyed and even tried to intimidate my daughter.  
  

  and i still await corporate involvement and investigation in thisnregard

  Business response

  03/12/2024

  Hello

  This claim is being managed by our third-party administrator; our risk team will request CorVel to reach out to you. 

  Sincerely, 

  Life Time Account Support 

   

   

   

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter has a private swim ****** from this gym. She was in group ****** and 2 years ago the aquatic manager ******* changed the policy to no make up classes for group ******s. At that time, makeup classes are arranged between the availability of swim coach and student for private classes. My daughter has been switched to private ****** since then. Our classes got cancelled for different reasons last year and we did not reinforce to get the makeup classes since we have a very busy work schedule ourselves. We then let it go without getting the makeup classes. Last year Lifetime again closed on holidays 12/25 and 1/1. Both fall on Mondays when my daughter has swim ******s. There is also a class on Jan she missed due to she was not feeling well that day. We let the coach know the day before. My husband has been working closely with the coach trying to find date and time for makeup classes. It was a lot of back and forth due to the coach is not available. On Monday 2/19/24, my husband took my daughter for swimming ******. He was told by the swimming coach that there is no makeup classes and it is lifetime policy. My husband called and spoke to the manager ******* about this issue since he was told that she is the one making the policies. ******* told my husband that there is no makeup classes even for private ******s. According to her, this is a policy created by lifetime corporate office. My husband called several other lifetime locations and spoke to ppl from aquatic department. He was told that there is no such policy and as long as the coach and student can work out a schedule, it is between them to set up for makeup classes. He was also told that as for holidays, they usually will not charge for it, use as credit toward next month, or do makeup classes. However, this is not what ******* told us. I cannot justify how it is reasonable for us to be charged for holidays when lifetime was closed. It was us who chose not to go! Why would we pay for classes that did not even happen!

  Business response

  02/29/2024

  Hello *****

  Thank you for reaching out to us, we appreciate your feedback, and we will reach out to you via phone to get your membership information for us to look into the below concern.  Someone from Member Relations will reach out to you within 24-48hrs or sooner.   

  Sincerely, 

  LifeTime Member Relations 

  Customer response

  03/04/2024

   I am rejecting this response because:
  It's past 24 hours already and nobody from lifetime has reached out to my husband or me. I also reached out to the lifetime general manager in *********** ** several times when this happened...She also has not gotten back to us as well. It seems like Lifetime is not trying to communicate with us regarding to this matter. very disappointed !
  
  

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested a pause in my gym membership in October of 2023 due to the birth of my child. The gym confirmed receipt of my request. Myself and my wife sent three emails to enquirer why I was being charged. We received no reply. I spoke to the front desk manager in person, they said it was a mistake and they would reimburse me. No reimbursement was received. A few weeks later we contacted the concierge manager again, and they finally replied asking for documentation. I provided documentation. Again no reimbursement for was provided. I would like to reimbursed for the months of October, November, and December.

  Business response

  02/15/2024

  Hello

  Thank you for reaching out to us, we did reach out to the club management, and they have informed us that they have contacted with you and resolved your concern. 

  Sincerely 

  Life Time Account Support Team

• Initial Complaint

  02/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Pickleball program mismanagement at Lifetime ***********.The pickleball coordinator goes on vacation and the open play sessions usually scheduled are cancelled - no opportunity to play pickleball while she I away. All courts are reserved a week in advanced, booked within seconds when they open up at midnight. Other staff go on vacation/yoga/cycle/etc, staff substitutes are paid and programming remains unchanged. For nine days, due to mismanagement (ongoing for months) and failure to get a substitute for the staff that went on vacation I was unable to use my membership and requested a credit from the General Manager, she denied my request. Family Membership is over 400 per month and I was unable to use it for one third of the month due to circumstances/failures by management at the *********** location. Breach of contract occurred. Family members stayed up until midnight and could not secure any courts or play in open play due to it being cancelled because of staff vacation

  Business response

  02/08/2024

  Hello *****
  
  Thank you for reaching out and for sharing your feedback.  We have spoken with the club General Manager, and she said she has spoken with you regarding your request, and she stated she informed you that Life Time will not issue a refund per your request.  We are not able to override the club General Managers decision. Our Pickleball program is very popular, sorry to hear you were not able to secure a court time and it is set up based on first come first serve. Your membership is not charged based on one aspect of the club, you are being charged for the entire facility and how you use the club would be up to you.  ********** decision is final on your refund request, this matter has been resolved per Life Time.  Thank you again for reaching out to Life Time.   
  
  Sincerely,
  Life Time Account Support Team

  Customer response

  02/08/2024

   I am rejecting this response because:
  
  Lifetime breached the membership agreement. Pickleball is part of the membership and it was not available because a staff member went on vacation (other programs are available despite staff vacation) The general manager is mismanaging the pickleball program and I escalated because she would not acknowledge the issue. There are many complaints about this. I have been a member for 7 years, this hasnt happened before. I deserve a credit for the period the pickleball program was not available. This is a lifetime *********** issue, ****** and Ajax manage the program properly.

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