ComplaintsforLas Vegas Athletic Club

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the beginning of this year my boyfriend and I entered the LVAC on Rainbow, to begin a membership. Little did I know how difficult the process would be to cancel it. Why? Well, when I sat down to speak over our membership I asked the employee how their cancellation process works. She said, "All you have to do is call the number." If only it was that easy. I was under a false pretense when signing my membership contract. As far as I am concerned, that's not legal. Employees on the cancellation number are incredibly hostile to anyone who wants to cancel. It's nearly impossible. To this day they keep billing me charge after charge, and I am still attached to this contract.

  Business response

  06/20/2024

  Please see attached documents. 

  Customer response

  06/21/2024

   
  

  IF AT ANY TIME ANY OF THESE OCCUR THIS ACCEPTANCE OF RESOLVE IS INVALID:

  1. I am charged by LVAC.

  2. I am contacted by LVAC to pay any fees or amounts.

  3. Any amount is sent to collections by LVAC.

  4. The contract is used against me despite coercion to sign.

  On June 20th, LVAC has terminated my account. On June 21st I have called the billing department to confirm I will no longer be charged past June 21st and after the $24.99 annual fee. I have recorded this phone call and have been told that I will not be charged. If at any time I am charged I will be reopening my case and seeking proper counsel to obtain legal advice on the validity of a contract signed under false information and pretenses.

  Thank you.

  
  Sincerely,
  
  *************************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  LVAC on north Decatur does not have a life guard on duty in its pool facilities. ****** state law dictates one must be provided if a direct/indirect fee is charged for the use of their pool. In late feb. 2024 an elderly lady drowned according to my ****** search to find out why their pool was closed for so long. Over half of the LVAC members who use the pool are elderly and or present with serious and obvious disabilities. Despite our email and phone communications with LVAC (*****), only my 100%disabled American vet husband is allowed to cancel his membership with LVAC in light of his disability. If I am to cancel my membership I must pay upwards of 345 dollars to do so. I explained I am my husbands caregiver but that was considered an irrelevant reason to cancel the contract without penalty. I explained LVAC needed a lifeguard to which I was thanked for my feedback and suggestion. I did explain ****** law regarding pools. Still, in order to cancel my portion of the LVAC contract I must pay upwards of 345. I explained they were in breach of contract because their pool was closed for over 45 days indefinitely and that the only reason we signed the contracts to begin with was to use the pool due to my husbands disability and my job as recognized by the VA as his caregiver. She offered a mere one months discount for us both totaling $50 yet, the pool is closed over 45 days and for indefinitely. Also, due to my husbands serious medical conditions weekly exercise is necessary but due to LVACs breach of contract, impossible! His health has there for suffered a major set back and continues to decline. All we ask is for a cancellation of our contracts so we can free up the funds necessary to find a safe and legally compliant alternative to LVAC! If we are to pay the fees to cancel we will not be able to financially afford a gym membership elsewhere for months because we must replenish our savings first at my husbands discretion! *************************************

  Customer response

  04/04/2024

  The text of the email I sent to ****************************************** is as follows:

  Hi,
  
  Please be advised that your company, LVAC, (********* Vegas facility located on ************.), is in breach of our membership contract.  Please allow me to explain.
  
  My husband and I, (membership numbers ********/******************************* and ********/*******************************), are currently under a contract to pay for our membership dues in exchange for the services your gym facilities provide as offered and warranted in our membership contract.  One of those services, (the pool), which we specifically signed up for in the specified location of your facility on Decatur is no longer provided indefinitely. We understand that the pool is currently under repairs and has been under repairs now for over two months.  In that time frame, my husband and I have dutifully paid our membership dues.
  
  We did call the facility on 4/2/2024 to request a cancellation of our membership and was offered the use of facilities elsewhere that are part of the LVAC group.  We decline the use of facilities outside our specified membership location due to the time and cost restraints involved in traveling that distance, (a ten mile ************ congested traffic). After declining the offer on the aforementioned grounds, the employee declined to cancel our membership on account that the pool is under repairs, (again for over two months now), and the contract can not be cancelled under the circumstances.  We understand your policies are important to your company to help ensure your companys profitability.  We also understand that a breach of contract on your companys part as described above is grounds in contract law for a termination of that breached contract, nonetheless.  We are hoping to resolve this issue outside of court with this email to save us all some time, money, and dignity of a ****** learned, one way or another as taught by only a judge could in this case.
  
  Please, kindly cancel our membership effective 5/2/2024.  We have already paid for this months services that we obviously cant use however, please feel free to keep that fee paid in consideration of your kindness and understanding.  My husband and I need to immediately seek services elsewhere in our vicinity for our physical and mental health in light of my husbands Disability and designation as a 100%Disabled American Veteran.  Thank you in advance for your time and attention!  Please feel free to contact me with any questions you may have via email.  We look forward to hearing from you soon!  Have a kind day!
  
  Sincerely,
  
  ******************************* and *******************************

  Business response

  04/17/2024

  Please see attached document. 

  Customer response

  04/17/2024

   
  Better Business Bureau:
  
  I have NOT reviewed the response made by the business in reference to complaint ID ********, and DO find that this resolution is satisfactory to me because I received a phone call from the business, ***** who stated that the pool is open and that one months' worth of membership fees will be waived, (specifically May 2024 fees), for my husband and I.  My husband insisted on keeping the memberships we have because he is in desperate need of physical activity and does not want to have to go through all the trouble we are facing now with the business before seeking services elsewhere.  However, I did ask if they have a lifeguard on duty to which the answer was no.  And frankly, that is irresponsible considering the manner of business being engaged and the clientele so I will be forced to accompany my husband who is disabled when he uses the pool given my background in CPR/First Aid and Lifeguarding.  I strongly recommend the business ensure at the minimum that all their employees are CPR/First Aid Certified and conduct walk throughs of the pool area every ten minutes.  Until then, our fingers are crossed regardless of whether or not the pool closed as a result of a drowning or not.  Safety and community first.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a two year contract with LVAC December 2023. I did not like the idea of signing a contract and asked a multitude of questions. I specifically asked the salesman about the cancellation consequences and he told me there would only be a $50 fee to break the contract. I was very careful and even repeated this back to him to confirm. Today, February 12th, 2024, I called in an attempt to cancel my membership. I do not want to go to this gym anymore as my ex domestic abuser goes here. For my safety and health I will not go to this gym. Unfortunately, the woman over the phone told me it would be $475 to cancel. This is ridiculous. They are currently advertising $15 month to month memberships with zero obligation and a $5 starting fee. I have no access to my online account with them and no one will respond to my emails.

  Business response

  02/13/2024

  Please see attached documents.

  Customer response

  02/14/2024

   
  Complaint: 21284611
  
  I am rejecting this response does not contain a cancellation clause outside of circumstances due to relocation. You cannot enforce a "buy-out" if it was not previously stated in the contract. I was given the impression by your sales representative that a cancellation fee per any circumstances would be $50. I have provided reasonable notice and a reasonable explanation to cancel my membership. I do not want to attend your predatory gym for my personal safety as my abuser/stalker is an active member at. He lives in my apartment complex and is constantly aware of my whereabouts. If he harasses me on your property, I am not afraid to take legal action.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have received.$30 invoice, $25 back charge "return fees", and $5 late fees. Based on what? those where not part of the agreement and never been explained to me?I ask them to waive these charges and make it clear with full statement describe it to all new members. Most of the gym machine are not working or on maintenance. ***** care they told me it open until 9pm now they changed their times, on weekend used to be until 5pm now until 2pm only?!! a lot of weird things happened and have not been explained to me once I signed the contract with them.

  Customer response

  11/15/2023

  Last name: *********

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  THIS IS THE 2ND COMPLAINT submitted to the BBB to resolve the issue. I originally received a response from *************************, Executive Vice President,Chief Operations Officer at the **************** address. The last correspondence received from ****************** was Thu, Oct 6, 2022, 12:16 PM who stated " If you do not foresee that LVAC is meeting your needs or will meet your needs in the future, I will terminate your membership per your request." I responded 12/31/2022 confirming that I no longer wish to maintain my membership. ****************** did not confirm that if he terminated the membership that this would be without penalty which would make the conversation a moot point if this is not agreed.Therefore, to ensure that both parties are on the same page I would like to terminate my membership with ZERO PENALTIES effective immediately. Unfortunately, I do not see LVAC meeting my needs in the future. There doesn't seem to be a way for LVAC leadership to provide a balance to their members in terms of availability and time of day. In addition to this, there are still not enough classes to sustain the number of people that are attending without adding undue risk - covid19, flu, RSV, et.al. - that would prevail because of the overpacked class attendance. LVAC may want to reevaluate how and when those classes are offered and while it is LVAC's burden to bare, it seems that they have issues retaining employees in order to offer those additional classes that would best suit the needs and safety for their members.Regrettably, LVAC along with their chairman and CEO ******************* would do their customers and the community a communal good if they were to stay mindful of the health ramifications posed by packing in an excessive number of people into a workout room. A RED FLAG should be obvious when attendees for DanceFit can come into contact with anyone entering the room within 6 feet of walking in as is the case with LVAC particularly the Galleria location.

  Customer response

  01/04/2023

  From *************************:

   

  ***********************;<************************************************************************; Tue, Jan 3, 2023 at 2:23 PM
  To: *************************** <****************>
  
  *********,
  
  
  I can confirm that there will not be any penalty, or additional charges, as a result of this membership cancellation. 
  
  
  In health,
  *****

   

  I am unsure why you need this but here you go.  According to ****************** my membership expires 01/21/2022 and will be terminated without penalty.

  Business response

  01/10/2023

  Please see attached document. 

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have given the manager of lvac a complaint about an employee of the daycare center in regards of how this person has treated my daughter and how my daughter went to the wall and was curling herself in a ball crying after this employee yelled at her. My daughter is FOUR YESRS old. This employee normally has always been working in morning and on the weekends and now she came in at 6pm because this is the time that I take my daughter. I want to know what has been done and how to avoid my daughter with this employee

  Business response

  12/21/2022

  Please see attached documents.

  Customer response

  12/21/2022

   
  Complaint: 18615874
  
  I am rejecting this response because:

  Nothing has been done, as before when complained at the gym they just inform that the complaint was forwarded to their supervisor.
  
  Sincerely,
  
  ***********

  Business response

  12/22/2022

  Please see attached documents. 

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a member at the LVAC in ************ (eastern ave), the week of 17-OCT-2022 we (wife and I) did a tour of the *** locker rooms. We were quoted $250 as the fee for adding the *** locker room to our account. I came in yesterday (25-OCT-2022) at 4:00pm PDT to sign up for the *** locker service. The manager who I spoke with informed me that the cost for the male *** locker room was $325 and the fee for the female was $250. I asked him why there was a difference in price and his response was because its the mens locker room. I asked him if the higher price comes with additional services, that will justify a higher cost, and his response was a very flat our prices are set. My wife uses the female *** locker room and we have compared a list of amenities in both and its the same facility, just priced differently for the different genders. I was contacted by an LVAC manager who stated that prices are based off on supply and demand, but their prices never change based on how many people use the locker room. His explanation is contrary to the basic economic principle of supply/demand. LVAC charges two different prices solely based on gender. The additional $75 charge for use of the mens *** locker room does not provide additional services and is only applied based on gender of the user. All I am asking is for equal treatment and not having to pay +$75 just because of my gender.

  Business response

  12/02/2022

  Please see attached documents. 

  Customer response

  12/05/2022

   
  Complaint: 18452088
  
  I am rejecting this response because: I have previously contacted an area manager about this issue (email attached) and was told "Please understand that our prices has been this way for years. Please do not take it personally.", which completely ignores the gender discrimination issue. I responded to their email and have received no response, 8 business days later, from said manager (**** St ******). 
  
  Sincerely,
  
  ***************************************

  Business response

  12/13/2022

  Please see attached documents. 

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My children kept leaving the play room with bruises and I never received any incident reports. It got so bad to the point that my son got hit in the face and had a black eye for about a week. Ive contacted everyone possible to try to get out of this contract since my kids arent safe there anymore and nobody wants to solve my issue. Havent used the membership for almost 2 months and they havent been responding to me in a timely manner

  Business response

  11/21/2022

  Please see attached documents. 

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Member ID: ******** I would like a response from the business office - I have attempted to contact the corporate office and reach some call center rep who wants to play manager even though that is NOT her role. I called today to voice may complaint and instead of sending me to a MANAGER I was sent to a VOICEMAIL.LVAC has cut prices on their monthly membership fees which means that they are signing up more people who want to use their facilities. Understood but what LVAC failed to do was HIRE MORE CLASS INSTRUCTORS and SLOT MORE CLASS TIMES to accommodate to influx of new members. As it stands, the current classes that are offered are very limited to people who work full time day jobs - something that the incompetents at LVAC seem to overlook, and this is not the expectation that I was given when I initially toured the ********* facility at the time I signed up. Because of the "sale" - reduced monthly. membership fees - there is a high influx of new members going to the classes but LVAC and their so-called "management" don't seem to understand that if they are enrolling new members then they need MORE CLASSES to accommodate the foot traffic coming in. The last fitness class that I went to was packed - probably exceeding its capacity for safety standards - but yet, the ridiculous facility managers cannot think effectively to understand that more than one class room will now be needed to accommodate all of these flash sale memberships that they signed up.I am ******. I am a full time employee and the only time of day that I can go to the gym during the week is the evening 7:15pm. However, as mentioned, the last time I went it packed over capacity which I imagine would also be a FIRE HAZARD as well? My request is for A REAL MANAGER - someone who holds a title in the organization - not some random site manager who has no authority to make changes. I think its gaudy and shady to ramp up memberships without ensuring accommodations can be met.

  Business response

  10/19/2022

  Attached is the response for rebuttal case #********.

  Customer response

  10/19/2022

   
  Complaint: 18168656
  
  I am rejecting this response because:  OVER THE NUMBER OF WEEKS THAT THEY'VE HAD THIS - THEY'VE DONE NOTHING.  TYPICAL FOR THE FAILURE MANAGEMENT OF LVAC CORPORATE, THEIR PURPORTED "CUSTOMER SERVICE" (WHICH IS PATHETIC) AND THE ***** CLUB MGR

  This response was a WASTE OF MY TIME.  Something that LVAC and their employees don't seem to understand is of great importance to their customers.

  
  Sincerely,
  
  ***************************

  Business response

  10/27/2022

  Please see attached documents. 

*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. ↩