I was quite amazed to find all these entries about LA Fitness, and nearly all of them about the same thing: ripoff personal trainers. I was searching the web for the name of the president or the ceo of the company, so I could send them a personal email. If I find it, I will post it here so EVERYONE can send personal emails.
My story unfolds as follows:
I went to LA Fitness about 2 and a half weeks ago to start 2 new memberships for one of my sons and I. Upon sitting down at the table with that club's general manager, he informed me that I would receive "one hour free personal trainer for both you and your son". Great, I thought, I don't need it, but my son does, I want a routine tailored for his age: 13.
I told him as such, I have been working out for 30 years, I know what to do, but for a person that age, well, I wanted some help.
I joined up, and then made an appointment with the personal trainer manager for that club.
He broke the appointment, we found out, upon arrival at the club on the given day and hour. Okay, I thought, let's try this again. So I sat down at a desk with one of his employees and rescheduled for 4 days later on a Saturday afternoon.
He again broke the appointment, this time not bothering to call the club to even tell anyone he wasn't going to show up.
I don't take kindly to such things, so I called, on a Sunday afternoon, for the manager. He wasn't there. I don't care, I responded, I have arrived on-time for 2 appointments, they have both been renigged, and there has been NO communication from ANYONE about rescheduling. They told me he couldn't be reached, and they hung up on me. Although persistent, I was not rude. I simply kept calling, about a dozen times, until they called the manager at home, who then called me.
Yada, yada, yada, is what I was hearing. He promised to get the thing straightened out and call me before morning's end on Monday.
He never called back, so at noon, I called him. Not there, left a message. At 4:00pm, I called again. Not there. I called AGAIN, this time I finally got him. He, of course, couldn't deal with a person like me. If you are operating a company and you make promises, you'd damned well better be prepared to keep them, or I will begin a relentless campaign, after reasonable patience, of course, to get things right.
He called another LA fitness nearby to set up an appointment with one of THEIR trainers. He then called me back and told me I would "be receiving a call within ten minutes". 2 hours went by and I went to bed, never receiving that call nor getting a call with a voice mail after I had gone to bed.
And there is stands. Now I am starting my own campaign against this company, if only for myself. I have called corporate, the operator told me the only way I could file a complaint was to leave a message. Okay, I left a message, that was 4 days ago and have heard nothing.
Now onto finding out who is actually in charge of this company, and making my grievances known to them/him/her. There is power in numbers, if anyone knows the phone number or email address for the president of LA Fitness, post it. We can start a huge campaign with phones ringing endlessly off their hook or a vault of email of valid, legitimate complaints.
I thought maybe I was just an odd-man-out with my experience with this company, apparently this is normal for them to treat their customers this way.
But, one final thought: for as bad as this company apparently treats it's customers, they DO have a good workout facility with modern equipment in excellent condition, and they keep it clean. If you can live with that alongside poor customer service, well, there you go.
Benb
Benb
Phoenix, Arizona
U.S.A.
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