The facility is great, but customer service is bad. Dealing with billing is a nightmare!
I have been a member for 1 year, spending over $2,000 in a year. At the end of the year I inquired about personal training contract renewal. The manager called me within a few days and informed me that they can offer to me personal training membership for $20 (the original rate was $30). I specifically asked if there are any additional fees associated with it. He informed me that since I am already a customer, there will be no additional fees or account set up fees. I also asked if I need to do anything else, e.g. sign contract, and he assured me that all I needed to do is to authorize transaction over the phone.
February comes and I look at my credit card statement and I see multiple charges. I called the LA Norwalk office and it turns out here how transactions break down:
1. $150: $92 dollars for training membership (new discounted rate) + 50 dollars processing fee (which I was not informed about)
2. $31 and S31 - monthly membership for 2 people (no complaints here)
2. $127 - training membership fee at original rate
Person informed me that charges are correct because I have two training accounts set up, one for me and one for my husband. I responded that it is impossible since my husband rarely goes to the gym and if he needs proof, he can check attendance records. I told him how my training membership was renewed and he repeated multiple times that these charges are my fault because I never cancelled my first training membership. I emphasized that I was told my account was being "renewed" and I never agreed to establish a second training membership. I asked to resolve this issue and provide a reimbursement. He replied that I have to cancel my membership to not incur further charges, but he cannot do anything about reimbursement since this is my fault. I asked to speak with the owner and was told that someone will give me a call back.
Is this how a person should be treated when I pay over $2,000 a year? I understand errors occur, but I am totally taken aback that they are reluctant to address the issue and imply taht the issue is my fault.
Product or Service Mentioned: La Fitness Personal Trainer.