ComplaintsforLife Time Fitness Inc
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Complaint Details
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Initial Complaint
10/12/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Good morning, thank you for your assistance. I initially spoke with Aleyssia ****** of Lifetime Fitness, about my membership cancellation. She said I responded to an automated email, but she would date it back to that date 10.04.21. My account was still charged for the month of October, and it shouldn't have been. I went to the gym, and spoke with *************************. I have paperwork from him, stating that my account would be refunded. I have yet to receive my refund. The money that they took, put my account in the negative. I showed him the negative balance, and the email communication between me and Aleyssia ******. I was charged for a membership that had been cancelled.Initial Complaint
09/16/2021
- Complaint Type:
- Order Issues
- Status:
- Resolved
I got 4 free swim lessons when I signed up at the gym. I told them that day I wanted to cancel as I didnt want to be charged for them. They still charged me $162 and are refusing to refund it. I have left 5 messages for the manager. She never returns my calls. I was assured I would not be charged for swim lessons. I signed up for their personal training. The trainer said he would meet with me 30 mins a week. That did not happen. I said I wanted it canceled and was told I would be refunded for that month. It was not refunded. The managers wont respondBusiness response
09/18/2021
Life Time apologizes for the frustration this billing issue has caused. We show the local club assisted with processing the refunds owed on September 16th, however those refunds can take up to 5 days to post as a credit to the bank account refunded. We are sorry for the delay in processing.
In health,****************
Manager Account Services
Life Time - Corporate
Customer response
09/20/2021
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.Initial Complaint
09/13/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
The business promises equipment quality and amentities that they cannot uphold. Consistently the pool is closed dude to lack of life guard, the equipment is consistently down, severely aged and inoperable or fixated to not perform a full range of motion. I wonder if the headquarters club is aware of this. You cannot charge for things you do not provideBusiness response
09/18/2021
Life Time appreciates the feedback regarding the facility in ****************. We apologize that the facility is not currently meeting your expectations. We'd suggest connecting with the General Manager for a further review of the repairs currently being worked on. Additionally, we have passed along your complaint to them so they can review further with you.
In health,
****************
Manager - Account Services
Life Time - Corporate
Initial Complaint
08/30/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have been a member of Lifetime Fitness since 2013. Once Covid came in April 2020 the memberships were all placed on hold. I was scared to go back to the gym because of Covid and all the lockdowns so I decided I would cancel my membership. In July 2021 I contacted Lifetime and spoke to the rep to cancel my membership and the rep agreed to cancel my membership. I just saw my most recent statement dated and there is a charge on August 2 for ****** and on July 19 for $70.60. I contacted Lifetime and they said they place it on hold. I told them I had called and cancelled I do not want to place it on hold. They are now claiming I never cancelled and still insist I put it on hold. I am now frustrated with all the lies. I would like a reimbursement and no further charges made on my credit card as I have cancelled my membership. I want reimbursement for the amount $238.97 and any other amounts they charged me.Business response
09/15/2021
Life Time apologizes for any frustration this miscommunication has caused. Our records show a medical note was provided in September 2020 to freeze the membership for a period of time, and since it has reactivated. At this time, Life Time has honored to refund all of the charges since reactivation and the refund total is $407.34. It can take 3-5 business days for the bank to process the refund as a credit. Additionally we have canceled the membership effective immediately so no further charges will apply.
Again, we are sorry for the inconvenience caused.
In health,****************
Manager - Account ServicesLife Time Corporate
Customer response
09/16/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
08/23/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am not a member of this gym. My credit card got changed 37$ and change on July 19, I called and cancelled my card and reported the issue to fraud departments. They issued a new card and it got charged over $250 on August 20! This is an absolute fraud!Business response
09/01/2021
Ksenia,
Thanks for reaching out regarding the charges and sorry for the frustration this has caused. Life Time has no membership under your contact information provided in the complaint. We'd suggest connecting with your bank once again to close your account out completely, and reopen a new account as it seems someone has your credit card information and is using it to make purchases. ******** will need to continue to work through that fraud dispute process with you. Life Time will cooperate with any investigation they complete in this process.
Again, we apologize for the frustration this has caused.
In health,****************
Member Relations
Life Time - Corporate
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Customer Complaints Summary
139 total complaints in the last 3 years.
45 complaints closed in the last 12 months.