Complaint Review: LA Fitness

I've been a member of Bally's since 1983 when I moved to Los Angeles from Seattle. I've used the gyms all around the country as I traveled, never had any complaints about them (other than the rising yearly dues) and was happy for the convenience of having a place to work out in at most cities I visited.

In case this is dauntingly too long for some to read I'll get to the punch line now - LA Fitness took my signature and inserted it into a binding contract without alerting me. I was purchasing a temporary membership for my mom, made it very clear I wanted it for a specific amount of time, was reassured that I'd be charged only for that time and to my horror discovered later that they had me "sign" a contract agreeing to monthly payments being charged to my credit card.

The Story: I am in Seattle visiting my mother for a few weeks. On New Years day I visited a nearby LA Fitness (they now own Ballys Fitness). When I was finished working out I asked a representative a quick question about certification. Being a personal trainer is something I've always wanted to do so in my quest for the best certifier I asked the opinion of Josh #1. He offered me a job on the spot though I wasn't yet certified. I could work there while studying I was told. I thanked him but told him that was impossible because I lived in L.A. He said I could work in both places if I got an aerobics license. That isn't my cup of tea but with that that type of certification, I was told, I wasn't required to have clients which is the case with the personal training license. I'd get a discount with NASM, hands on training (a huge perk), I could make $40 a class, could easily come and go AND they'd pay liability insurance. Wow, sounded great! I was told I really needed to talk with Josh #2 for the specific details and he would be there the following day. I then asked about adding my mom for the time I'd be in town so we could come there together to work out. No problem. If I sign her up by the end of the day I could get the $1 a day Christmas special.

Later that day I returned with my mom to show her the gym. She loved it so I found Josh #1 and paid for mom's membership. I swiped my card and signed my name on the signature pad, was told to wait a minute for my receipt, took the papers and mom and I left looking forward to coming back the next day to workout.

The following morning mom and I met at the gym. She wasn't feeling well so she left early. I went to talk with Josh #2 about the job details. He told me in an irritating tone that hed be on a conference call for the next fifteen minutes so I went to work out for another half hour. I returned, sat at his desk and was told he really didnt have time for this. I told him Josh #1 referred me to him about job details. Oh yeah he said, looking annoyed. When talking with him, the general manager, I was told the exact opposite of what Josh #1 had said. There was no hands-on training, I couldnt come and go as an aerobics instructor, there were no required clients for being a personal trainer. Oddly, he didn't know what my discount with NASM would be. I left there wondering how two people working in the same room could have such opposite information for me.

Later that day I did a google search working for LA Fitness. I spent two hours reading about the horrors of their treatment of employees along with comments from members of how their credit cards had been charged for up to one year after trying time and again to cancel the membership. I dug up my receipt and was floored to see that it was a contract. Id be charged $29 monthly starting February 1, 2012. I couldnt believe my eyes. And the signature - a washed out copy of my signature was on the first page. I did not remember signing it. I had a fitful sleep that night wondering if my card would be getting charged monthly, wishing Id recorded the conversation with Josh #1 as he lied to my face and wondering how I could cancel this successfully.

The next day I went early to work out and at exactly 8:30, went by the office looking for Josh #1 or #2. I found a young kid around nineteen years old sitting at one of the desks. After inquiring about the Joshs, I was told that Josh #2 was no longer working there. I just saw him working out! I said. Well, unfortunately his last day was yesterday the kid replied. Where is the other Josh? I asked. He pulled a fast one on me. The kid asked me to sit down and explain. I pulled out the contract and asked How did my signature get on a contract? I didnt sign this. I only signed my mother up for one month. He told me the signature was from the credit card signature pad. Unbelievable! Id read about devious companies doing this years earlier when Id helped my mom buy a car. Apparently car dealers stooped to this tactic often. I sat speechless staring at the pad. My signature was hi-jacked? I asked. I want this cancelled immediately. I was given a cockamamie story about waiting one more day. From reading the contract I knew I had only three days to send a letter to the corporate office to cancel the membership. Waiting one more day would be beyond the deadline so I knew that was another lie.

The kid went to talk with another manager at the front desk. I was through with him so I walked over to her. She was on the phone with a disgruntled member. I can cancel the membership. I am the manager so I am authorized to do that I heard her say into the phone. Good, you can cancel mine, too I said under my breath. Aaron gave the same line as the kid, to wait just one more day. The business tactics here are sinister. Please cancel my membership immediately. She vanished and returned with a paper stating all monies are to be returned to the credit card I noticed there was no dollar amount. There is no amount here. This isnt acceptable. She said she couldnt help me. Unreal!

Just to waste more time on this I called my credit card company to see if the amount had been credited back. After a thirty minute wait I was told there was nothing pending. It should show instantly, I was told, and the problem was on the merchants end. I called Aaron to let her know the charge was not applied yet. I cant cancel it again she told me. It hasnt been done properly I mentioned. Then I heard - Well, it can take up to 20 days. What?? Twenty days? I was beyond exasperated at this point. I made copies of the contract and the cancellation letter Aaron had given me with no amount on it, wrote a letter and sent everything certified to the corporate office in Irvine California to meet the deadline, a $7 expense and hours of wasted time not to mention the disappointment of my mom and I not working out there together.

I dont know what is going to happen to my own 29 year old membership that I had with Ballys now that LA Fitness has taken over. I imagine nothing good. This experience to the twilight zone has been disheartening. It has taken the joy out of working out at this gym so I am looking for another to join. .