I called the Akers Mill location to cancel my membership, and was told that I needed to come in to fill out a form to process the cancellation. No problem, I went in on March 29th. The reason for my cancellation was that I manage a local hotel and have had several complaints from guests that the gym is unclean, and some have even reported staph infections from the equipment not being properly cleaned.
When I arrived, there was a guy at the front counter on the phone who was clearly on a sales call. I stood there for about ten minutes before someone else came to the counter and asked if they could help me. I gave him my membership number, and he told me that my membership was scheduled to be canceled already. Skeptical, I asked if I needed to fill out any paperwork and he said "No, we just cancel it when you call now. We don't do the paperwork anymore." He also mentioned that I had two months free anyway, and that I wouldn't be charged again.
Still skeptical, I thanked him and left. On April 1st, the joke was on me. I was charged again! So I called LA Fitness back and asked for a manager. A VERY young girl answered the phone and when I told her what happened, she claimed that the person I described had not worked there for several months. So I guess the person I talked to was a ghost?
I gave up and called the corporate Customer Service Department, waited on hold for 22 minutes, then talked to a representative named Toni. She was very quick to offer a refund for the most recent charges, and to take my report of the staph infections reported by my hotel guests. She didn't seem at all shocked by my statements and I would guess that was because she hears it all the time. I did insist that they file some report in regard to the health issues and improper cleaning of the equipment.
I'm still waiting for the refund, however.
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