Los Angeles, California
Not resolved

I have been a member of Bally's LA Fitness since 1994. I say that to show my loyalty. In regards to this Marina Del Rey Location, it needs help. The facility if old. The bathrooms are atrocious. At least the equipment was upgraded a few years ago.

I also had a bad experience there today. I signed a friend up for a VIP pass https://www.lafitness.com/Pages/myviplist.aspx It's a a complimentary 2 week pass that is not a guest pass (https://www.lafitness.com/Pages/freepass.aspx?clubid=684) or requires a $15 drop-in fee. The front desk person didn't understand so he brought in a manager. She said we had to pay $15 guest pass fee. I said that this is not a guest pass (which is a 3 day non-fee pass anyways) and that it was a VIP pass. She then asked if my guest was a local resident. We said he wasn't but that shouldn't matter - it doesn't state anywhere that he has to be.

Basically, she said my guest could work out today but that he couldn't get a VIP pass. She basically didn't care about supporting the current loyal member (me) by following the rules established by corporate and instead only cared that she wasn't going to be able to convert my guest to a paying customer membership.

I didn't want to escalate the situation (although I did mention that there was no mention of local residency with either guest or VIP passes on the LA Fitness website where you claim them)...so we just continued with our workout today.

This is an opportunity for management there to improve their customer service and focus on customer loyalty.

Product or Service Mentioned: La Fitness Customer Care.

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