ComplaintsforLife Time Fitness Inc

• Initial Complaint

  03/23/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  The transaction was on February 1, 2022 for $161.25. The business committed to provide a non-committal/no contract gym membership for myself and a household member. I contacted Life Time (gym/fitness center) both over the phone and in person at the concierge multiple times beginning in January to disclose my future cancellation in March and asked what the requirements entail to ensure I am not charged for that month for travel purposes. They explained that the process was simply to alert the concierge for cancellation, or e-mail lifetime at the time I would need a cancellation. I asked multiple times when I signed up electronically with the assistance of the concierge about the terms of agreement and specifically mentioned cancellation, they never disclosed a 30 day notice even when I asked. As the time approached, I called the last week in February and I was told I need to come in and hung up on. It was at this time that I was told I need to in fact pay for the next month even though this hadn't been mentioned before and I would not be utilizing the service. The corporate entity of the business did in fact offer me a 50% refund, which I did take however that was the most they were willing to do and because of prohibitions regarding false information at the monetary exchange of this commodity/service I am entitled to a full refund (the remaining $80).

  Business response

  03/24/2022

  Joudy, I apologies for the issues you had canceling. We certainly feel we are here the peak hours taking calls and assisting members. 

   

  I will process a the reaming dues you paid for March you should see that refund in 4-5 business days.  

   

  We want to end on a good note thanks for being a member.

  .

   

  Life Time Member Relations

   

   

  Customer response

  03/25/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate that Life Time resolved this issue in a timely manner and will continue to recommend their services to others. 

• Initial Complaint

  03/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cancelled my account back in 2021 since I was moving out of state. They informed me everything was taken care of. Appears that my account was placed on hold instead. Smaller chargers were posted to my credit card. Then regular fees were charged to my credit card on file. Tried calling the club and corporate numerous times. However, they informed me that there is nothing they can do. How is this possible? I am entitled to a refund in the amount of $890 for all the months I was charged.

  Business response

  03/24/2022

  Ruslan, Life Time shows that you completed a Hold form on 1/27/21 and the date of 11/24/21 was chosen as the activation date.

   

  an email was sent to you regarding this agreement and an email was sent to you 10/27/21 a month before the membership was going to activate. see below

   

  Closed Oct 27, 2021 See Message History for details. ****Club Access Email Reminder ****Member emailed reminder that membership will be club-accessing on November 24, 2021 and dues for number of access days next month will be billed on November 1st. Reminder sent to **********************.

   

  I will refund your February dues to you of $134.53.

   

  Thank you Member Relations

  Customer response

  03/24/2022

   I am rejecting this response because:
  
  

  I have notified the gym back in January 2021 that I am moving out of the state where Life Time Fitness is not even present. 

  Hence, I have requested the gym to completely terminate my account. Why was it put on hold instead? 

  I have made multiple phone calls requesting to terminate my membership since my account was charged the "hold fee" monthly.

  However, every time I called, I was told that the gym is working on it. Not to mention that the gym was constantly charging me various hold fees. The amount was never consistent. 

   

  I have not received the email you are referring to. Perhaps it went straight to my junk email? Yet, I have call the gym again ever since I started getting charges on my credit card. Again, all my requests were completely ignored. This is not acceptable and not professional. 

   

  At this time, I propose a different resolution. Refund me for all the actual charges posted to my account ever since the account was placed back in active status and we will consider this matter closed. The amount should be close to $550. 

   

  Look forward to hearing from you.

   

  Ruslan 

  
  

  Business response

  03/26/2022

  
  Hello Ruslan
  We are reaching out to you regarding the concern you brought up with Better Business Bureau (BBB). We do not have a cancelation request from you per your General Terms Agreement (***) with Life Time.  I see that on 1/27/21 Life Time put your membership on hold per your request and we also sent a confirmation email of the hold which outlines when the hold will start, the charge and when it will resume. We also sent out courtesy emails prior to reactivation so you would be aware your membership is reactivating to full status soon.  Once Life Time sends you an email we have no control where your email may end up in your mailbox.  The email you provided Life Time was provided to us as means for communication. 

  
  When member joined Life Time member agreed to Life Time terms of agreement and Per Life Time *** member would have to terminate the membership in person or sending a certified mail letter requesting your cancelation.  For a member to terminate their membership per *** member would need to provide 30-day notice.  If member has not followed the *** process to terminate the membership then the membership remains active. Based on what was set up we have charged you correctly and we have executed your request accordingly.  No refund is owed at this time.  Per Life Time this matter has been resolved.  We wish you all the best.

  
  Sincerely,
  
  Life Time Account Support
  
  
  Life *********************
  *************
  lifetime.life

  Customer response

  03/28/2022

   I am rejecting this response because:
  
  

  I requested the cancellation in person and filled out all the paperwork given to me in the club back in January 2021. 
  How is it my fault that the customer service member did not do his job correctly and lost the formal cancellation request? As soon as I saw charges on my credit card, I have immediately called the club in efforts to resolve this matter. Again, never ever I was given any information and customer service reps kept telling me that everything is going to be take care. It is not my fault, that your staff is completely incompetent and unable to get their job done. This is pure not professional. I also see that there are tons of instances similar to my situation based on reviews posted online. Your club is committing fraud and stealing money from the customers. Hence, I am willing to address this matter further. I have all the phone records and communication between me and your customer service representatives as proof of the fraud your gym has committed. 

   

   

  
  

• Initial Complaint

  02/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Dear Sir/ Madam,The purpose of this letter is to file a formal complaint against ***************************** who works as a Membership Concierge and to bring attention to an issue with an unknown member at LT *********************** This is now my second incident between this unknown member and first with *******. I feel it's appropriate to take the next steps in addressing my concerns.On 02/24/2022 ***************************** approached me in a rude manner while I was beginning my workout. He said I need to go downstairs with him now. I asked for what? He said for a member complaint. I was deeply affected by his ************** to reason. In the end he just needed my card to identify me, which I gave him. He could have respectfully asked me to stop by his office before leaving instead of ruining my workout and making a scene. My next complaint concerns the unknown member. This is the second time I have been contacted regarding this member, who I suspect has filed another false complaint about me. The first complaint was brought to my attention by the ***************** **** who I found to be very professional. He informed me he would review the video and if there were any issues, he would let me know. I am confident if the video is reviewed for this incident, it will prove that the member has filed another false complaint.I have been a member of Lt ******** for almost 9 years. Over the years, I have found the overall gym cleanliness and the good working condition of equipment as highly satisfactory. In recent weeks, though, I have been very disappointed. I feel action should be taken against any member that files a false complaint. Lt ********* should be properly trained on how to communicate with members. I expect to receive a full explanation regarding this matter. It is my hope that you will be able to address these concerns at the soonest possible time.Sincerely,******************* Member ID# *********

  Business response

  03/03/2022

    ***** thank you for sharing this information I am working on connecting with the club to get details for this situation. Currently the information I have is our General Manager at the Columbia location would like to have a conversation with you. I will be contacting our General Manager regarding your concern.  

   

  Ihsaan the ** will be back in the club Monday. The club phone number is ************

   

   

  Thank you Life Time Member Relations

   

   

  Customer response

  03/03/2022

   I am rejecting this response because:
  I expect to receive a full explanation regarding this matter from you. Please contact me when you have connected with the club and reviewed any video. I will be happy to speak to Ihsaan once you have investigated this matter. My phone number is ************** & my e-mail is **************************

   

  
  Omar, thank you for sharing this information I am working on connecting with the club to get details for this situation. Currently the information I have is our General Manager at the Columbia location would like to have a conversation with you. I will be contacting our General Manager regarding your concern. Ihsaan the ** will be back in the club Monday. The club phone number is ************  
  
  

  
  

  Customer response

  03/10/2022

   I am rejecting this response because:
  
  I haven't heard from anyone yet

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lifetime has wrongfully charged me for a membership that I cancelled. During the time of COVID I placed my account on hold and paid a fee to reactive my account without paying another joining fee.I cancelled the membership and Lifetme continued to charge my credit card.I called repeatedly and was told several different times that my account was not active and I will get a credit. That didnt happen and I was still billed the next month.This went on for a few month.I called my credit card and we are in dispute.This has been going on since July and I have to reopen my case.I hear that Lifetime took advantage of other during COVID with lose policies for payments and deception.I was over charged for 6 month and the Lifetime will not do anything to rectify they situation.I was a member for 10 years paid every month on time and this is how a good customer is treated.Bad customer service and they COVID policy was inconsistent and they took advantage of the situation. .

  Business response

  02/17/2022

   

     *****, during Covid Life Time made adjustments to our hold and cancel policy to fit the members needs during these unknown times . We do show ***** that you membership was on hold and reactivated 7/1/21 per the documents we have on file. Life Time did cancel your membership 11/18/21 due to the numerous disputes that were filed.  We do show that the disputes that were filed your credit card company agreed with Life Time on the documents that we presented to them and no refunds were processed.  

   

    *****, I see that you have had a few conversations with Life Time associates  regarding your membership and the decision is that no refunds will be processed. 

   

  Sincerely, Life Time Member Relations

     

• Initial Complaint

  02/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called to cancel my membership to the Life Time of ***************, **. I had visited the facility months earlier to try to cancel and they only put my membership on hold and said I could cancel at any time. When I called to cancel I was told that it would be cancelled when they received the email notification of cancellation which I provided on 1/30/22. I received a notification that my request was processed on 1/31/22 and would be effective on 2/2/22. I was then charged the $95 monthly fee for membership for the month of February even though I am no longer a member. I was told that it would not be refunded even though I am not a member for the month of the charge. I am requesting a refund of the $95 for the month of February that was charged to me when my membership was cancelled for the month.

  Business response

  02/14/2022

  Life Time apologizes for any confusion regarding the cancellation policy.  We do require a 30-day advance notice for cancellation, therefore the membership was pending termination for March 2, 2022.  At this time, we have honored to process an immediate cancellation and issue a refund of $95. 
  
  We are sorry to see ****** cancel the membership at this time, but hope she is able to return as a member sometime in the future.

  In health,

   

  Life Time Account Support

   

  Customer response

  02/20/2022

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

• Initial Complaint

  12/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Signed up for a gym membership with my spouse *******************************. Explained to the employee that we are Wildland firefighters and relocate every few months. He said we could cancel at any time. As of November we tried to cancel with ***, we were still charged another month. Then our accounts simply put on a hold that still cost us monthly.

  Business response

  12/31/2021

  Response was completed to original complaint opened.

• Initial Complaint

  11/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My membership has been suspended since the Covid pandemic. I called today because I received an email that my credit card on file had expired. I spoke with a *************************** in member services. She was extremely rude. She over-talked me. Interrupted me to the point where it was almost impossible to express my concerns. When I asked to speak with a supervisor she refused to transfer me and told someone would have to call me back. When I expressed my displeasure with her lack of service and refusal to transfer me to supervisor I asked to close my account. She then lectured me about not having my membership number, mind you I havent been in the gym in over a year. She tells me because the card on file had expired ( never confirmed which card), so I dont know if this is truthful she told me I would owe the entire month of November. Again I havent been to the gym in over a year due to my health constraints in the current pandemic

  Customer response

  11/30/2021

  I would like to have the monthly due assessed of $60.00 waived and have my membership placed back on hold. 

  Business response

  02/14/2022

  Life Time apologizes for the delay in response.  We assisted with resolving this issue via phone on December 28, 2021.  Life Time assisted with removing $73.87 of the past due balance owed and a payment was received for $58.29 to close the membership out in good standing.
  
  No further action is needed at this time.
  
  Again, sorry for the delay in response.

  
  In health,

   

  Life Time Account Support

  Customer response

  02/14/2022

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

• Initial Complaint

  10/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am a member of lifetime fitness. Earlier this year (around March) I was in the middle of a work out with my trainer and felt really light headed. This was unusual so we ended the session I went home. I didn't feel any better and I went to the doctor. I found out I was extremely anemic which resulted in two blood transfusions and repeated trips to the hematologist. I called my trainer and let him know that it was against my doctor's advice to do any heavy workouts right now. I canceled the last session that had already been paid for and any future sessions. The trainer assured me I would not be charged anymore and that when I was ready I could just call him to schedule the final workout that I paid for. Then on October 1st 2021 out of the blue I get charged for a month of personal training. I called the club and spoke with the manager who told me that at that club they don't process refunds I would have to call the corporate number. The corporate number they gave me led to the runaround and voicemail answering service which provided an email. I have left voicemails and written emails and got no response. I like the gym and I continue to have a membership there though I'm unable still to take advantage of any personal training and I'm unsure why I would be charged in October for something I canceled in March. I went into the app to see if I could get some assistance there and there was no help it just directed me to get in contact with the club again. Though I did notice that they have the payment they took from my account listed as a reoccurring service fee yet also on my account it says I have no recurring services. I don't know if this was just a fluke or who made the mistake but it's seriously making me rethink my membership out of fear I may randomly get charged for other services I'm not using.

  Business response

  11/02/2021

  Life Time apologizes for the confusion this billing error caused.  The recurrent product from March's training sessions was never properly removed, so the balance collected on September 29, 2021.  Life Time then received a dispute from ************** requesting a refund for the $350.55 that was charged.  Life Time awarded that refund via the dispute process and ************** would have provided her those funds upon that dispute being closed. This information was also explained to ******* per her call to ******* Services on October 26, 2021.

  Again, we apologize for the confusion this caused.
  
  In health,

   

  ****************
  ******* Services Manager

  Life Time - Corporate

  Customer response

  11/03/2021

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I finally received my movie back via my bank. Today November 3rd

• Initial Complaint

  10/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a membership at this fitness center on 12/30/2020 for ****** and i was told i can cancel any time that this is a month to month basis. I went 1 time with a friend who is still a member there and went in the second time to cancel my membership. I signed a keypad at the location in *** around 7:00am and was told i would receive an email about this in a few days. I was contacted by my accountant of a charge of ****** starting in February until October that's $4,500.00 that has been charged after my cancelation! I have not been into the gym after my visit in January which was my second trip into the facility. I just spoke with a customer service rep *** who was absolutely not listening to me when I told him what had happened and that my friend was there the day I cancelled the membership. I just filled out a cancellation request for the second time so I will not be billed any more for a membership. This is extremely unfair since i was in the store when I cancelled this and now they have taken almost ***** dollars from me and I never have been back to there store. This is fraud that you would take money for services that where never used in any way shape or form from someone who did not want to use this fitness center. I should have the right to cancel my membership with out being charged for something I used twice! $4,500.00 for a gym I used twice is just not fair and is NOT good business practices. I also feel like this requires additional input from the ******** ********************** on business practices that would result in people loosing thousands of dollars without using their services or facility!

  Business response

  11/05/2021

  Life Time has no record of a formal cancellation submitted until October 25, 2021, therefore the membership is now pending termination for November 24th.  We do require a signed cancellation form, an email cancellation, or a letter mailed to terminate the membership.  Life Time respectfully declines a refund without proof of a confirmation email of cancellation, which is provided when a formal cancellation is completed.
  
  We apologize for the frustration this has caused.
  
  In health,

   

  ******

  Account Services Manager

  Life Time - Corporate

• Initial Complaint

  10/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am requesting for a refund as I never requested to resume services in April. I have been charged for several months . I have called the facility and went online and sent messages via the website three times requesting that this be canceled and refunded as I didnt request for this membership to restart. I called corporate last month and spoke to a manager to get this resolved but have never received a call back. I called again yesterday but the individual on the other line advised that the manager was gone and they will notify her to contact me. I didnt receive a call from the manager so I called back again today and the guy placed me on hold for over 20 min without returning to the phone so I hung up. I am tired of calling trying to get this resolved so I reach hoping to get some type of resolution here.

  Business response

  10/30/2021

  Life Time first received a cancellation request on July 15, 2021.  At that time, the General Manager at the local club assisted with processing a cancellation effective for July 31st so no further billing occurred.  Normally we do require a 30-day advance notice, but as a member services gesture we terminated the membership so no further billing would occur.  Life Time has no prior cancellation request prior to July 15th.  Life Time respectfully declines a refund based upon our full review of the membership.

  If ******* is able to provide proof of a cancellation request prior to July 15, 2021, we'd be happy to review further. 

  In health,

   

  ****************

  Account Services Manager

  Life Time - Corporate

  Customer response

  11/01/2021

   I am rejecting this response because:
  
  I never requested to reinstate my benefits after Covid. I called the facility and advised them via phone that I didnt want the service as you can see I have not gone to the gym since March 2020. Therefore, I respectfully decline your response to my complaint and is due my money for services that I didnt use. You are refusing to give me back money because of the loses that this facility has taken due to Covid. I need all my money refunded from April - July refunded respectfully!!!

*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. ↩