ComplaintsforLife Time Fitness Inc

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to report a distressing incident of racial harassment that occurred at Lifetime Fitness in ********* on August 26th, 20**. This incident has caused me significant emotional distress, and I believe it is important to bring it to your attention.While I was working out on the ***** machine, an individual began shouting at me to get off the machine and stop using my phone, despite the fact that I was simply listening to music through my AirPods. He then proceeded to make offensive and racist remarks, questioning why Pakistanis are allowed memberships at Lifetime Fitness and expressing frustration about not understanding our language. I want to clarify that I am of Indian descent, not Pakistani.This harassment took place in front of other gym members, making it even more humiliating. I immediately sought assistance from the Lifetime Fitness staff, but they failed to intervene or address the situation adequately. The individual later returned to the workout area and continued to stare me down, making me feel threatened.I requested to speak with the manager, *****************************, but he was unavailable. When I met with him the following day, he displayed little concern and only promised to issue a warning to the individual involved. His lack of urgency left me feeling unsafe.Unable to get any resolution from the gym, I filed a police report with the *************************** (Report # **-010520). This incident has left me with severe stress and anxiety.I request that your office investigate this matter and ensure that businesses like Lifetime Fitness are held accountable for their members safety, particularly in cases involving racial harassment.

  Business response

  09/03/2024

  Hello *****

  Thank you for reaching out and sharing your feedback.  We have been informed by the club management that they have spoken with you regarding the concern you have brought to our attention.  They also have informed us the issue has been resolved, we are not able to speak with you regarding the action Life Time has taken regarding the other individual.  Thank you for bringing this matter to our attention.   

  Thank you

  Life Time Member Relations Team

   

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since joining the gym, *** been accused on three separate occasions of doing something that I never did. Its all started when first and employee came into the steam room and accused me of putting a towel on the temperature gauge to keep the temperature high. I basically said I didnt do it and he told me he was gonna get me kicked out and use some cuss words at me of course I said I didnt do s*** And go ahead and do whatever else you effing want Two days later, a purple hair lady while I was checking in at the front desk in front of everybody while I was checking in yelled at me and told me that Im abusing her employees and that I basically cannot put things on the steam room. I said you have a picture of me doing anything I didnt do anything so quit accusing me of something I didnt do. Three days later, the purple lady came to me and told me that Im intimidating and my staff is afraid to approach you because I dont smile. I said since one of my job to join a health club to smile at anyone Im here to work out and I said I dont talk to people with purple here so get out of my effing I

  Business response

  08/13/2024

  Hello *****

  Thank you for reaching out and for sharing your feedback.  Based on your poor interaction with our club and use of inappropriate language with our team members, the club has decided to terminate your membership.  Corporate team has reached out to you several times to speak with you regarding the termination of your membership and was not able to connect with you.  We feel your behavior towards our team members is unacceptable and ********** decision is final on your membership. 
  
  Proper Conduct. We strive to uphold a safe, fun, family-oriented environment. As such, we expect proper, respectful conduct on the premises at all times. We do not permit disrespectful conduct toward members, guests,employees ("team members") or vendors, including but not limited to vulgar, profane, indecent, offensive, violent, hostile, aggressive,threatening, harassing, stalking, fraudulent, or other inappropriate conduct or language.
  
  Life Time terminated your membership pursuant to the terms of your signed Membership Usage Agreement, which state that Life Time may terminate my membership or any member at any time for failure to comply with any of the rules and regulations adopted by Life Time or for conduct Life Time determines to be improper or contrary to the best interests of Life Time or its members 
  
  We will not be extending a membership to you again in the future due to this violation. Life Time will not discuss this matter going forward.  
  
  We wish you all the best.  
  
  Sincerely, 
  Life Time Account Support Team 

• Initial Complaint

  08/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After repeated attempts contacting the local facility, with attempt to resolve, I am reaching out to the BBB to assist in getting a very simple solution. My son is a registered swimmer at LifeTime Fitness in **********. In the past when we were not able to make the ******* we reached out to *************************** so the credit could be registered. We were not able to attend on 7/20/24 and again reached out to ***************************. This time she pushed back and said the missed classes have to be logged online. I understand this direction.We attempted to do this to no avail. The Lifetime fitness app and website are not the most user friendly and in order to log an absence (after muddling around on the site to find out where to do this) it asked to register my son again and pay for a new set of lessons. This was not going to happen. I opened an inquiry to Corporate and reached out to *************************** direct, but all requests were ignored.This simple request has now escalated and the results are completely unacceptable for a gym that charges a premium fee.

  Business response

  08/13/2024

  Hello ******

  Thank you for reaching out and for your feedback.  We have reached out to the club management to look into the concern you brought up to our attention.  We will have someone from Account Support team reach out to you within ***** hours or sooner.  Thank you again for reaching out to us

  Sincerely 

  Account Support Team 

  Customer response

  08/16/2024

   I am rejecting this response because:
  
  While the business did reach out with the below statement, the missing voucher was never entered in the system and the issue is still unresolved.

  Business Reply:

  We are responding to your Better Business Bureau (BBB) Complaint, based on your complaint we have spoken with the club and the club management has provided the below communication they had with you.  We will be submitting the below information to BBB, based on the below communication per Life Time this matter is closed.  

  Business response

  08/19/2024

  Hello ******

  Please see below information, club is willing to work with you and sent you the below email and you also had responded to the communication. 

  Sincerely 
  

  Life Time Account Support Team

  From: ******************* <*********************>
  Sent: Sunday, August 4, 2024 9:13 AM
  To: ***** ************************* <*****************>
  Cc: ******************* <*********************>
  Subject: Re: [EXTERNAL] RE: Life Time Swim Parent Portal
  
  Hi *****,
  
  Im traveling next week so unfortunately wont be able to come in Monday. Thank you for logging the missed class on 7/20. This will give us 3 vouchers and Ill schedule a private ******. 
  
  ***** decided he doesnt want to continue swimming with school starting, so can you consider this the 30 day notice for cancellation please. 
  
  Thanks
  ***
  
  Sent from my iPhone
  
  On Aug 3, 2024, at 1:08?PM, ***** ************************* <*****************> wrote:
  
  Hello ***, 
  
  Sorry I missed you on Thursday. I was out sick. I am in until 8:00pm today or Monday 10:30am-7:00pm if it would be easier for you to stop in person. You shouldn't need to sign up again, but if you do create a new account, it won't charge you for anything. We can tentatively set up the missed ****** and then I can assist in person if needed to log the class. 
  
  In Health, 
  
  ************************;| Kids & Aquatics Leader

   

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Used to work for this business, have been sexually abused by faculty. Showed proof, nothing was done. Many unprofessional code of conducts were abused

  Business response

  07/15/2024

  Hello **********;
  
  Thank you for reaching out and sharing your feedback.  *** from **************** will reach out to you and if you like you can reach out to Nan at **************.  We will get all the information from you and look into your concern.  
  
  Sincerely
  
  Life Time Account Support Team. 

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I are retired couple who devoting our time to our grandkids.So we are driving them and picking them up from different activities including the sport classes.Recently we brought our granddaughter for gymnastics to ************ or ************* Our son's family including my granddaughter are members of Des Moines Life Time. My wife and I are not the members of this fitness club.To our surprise we've been denied to check our granddaughter in despite having Parental Agreement form filled in and received an approval from Life Time.We talked with general manager ******************************************* and he informed us that we have to be the members of the club to be able to bring our granddaughter to the ************* but for the Summer **** these rules are not applied (which is nonsense as this is the same fitness club and the same child). The manager said that this is to benefits of the children, so management will know who is picking them up. Check our IDs, we and parents are ready to sign any papers, but no grandparents have to be the members.In our opinion it is despicable that we have to pay membership fees just to be able to bring our granddaughter in and pick her up. We don't need to use club's facilities.It is a discriminatory rule against grandparents and extortion of money as your company do not leave us any other choice. There is no any other fitness club in ********** who have such a rule.We hope that you will be able to resolve this problem.Respectfully,****** and ****************************************** We contacted Life Time Head Quarters and local office in ********** without any results.

  Business response

  07/26/2024

  Hello ******
  
  Thank you for reaching out to us and also for sharing your feedback.  Our club management information is correct.  Life Time is not discriminating anyone, every company has processes and policies in place and Life Time has informed you of our processes and we understand you may not agree with it but that is our process.  Thank you again for sharing your feedback, we respectfully request to honor our process moving forward. 
  
  Sincerely,
  Life Time Account Support Team  

  Customer response

  07/29/2024

   I am rejecting this response because: Company response does not resolve the problem and only support their own discriminatory policy. Instead of looking at the essence of the problem company choosing the formal  meaningless reply. 
  
  
  

  Business response

  07/30/2024

  Hello 
  
  Thank you for sharing your feedback.  We understand if you do not agree with our process, and we feel the process that is in place is accurate.  Life Time has no reason to discriminate anyone, we understand our process *** not work for your needs.  Thank you again for sharing your feedback. 
  
  Sincerely,
  Life Time Account Support Team  

• 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

*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. ↩