Complaint / Review
LA Fitness
Billing after notifcation of cancellation, resumption of billing after hold

1. May 11 membership was put on 3-month hold for which LA Fitness billed my credit card.
2. September my credit card was automatically billed, without notice, for the restart of the monthly membership fee.
3. September 13, visited La Fitness location in person to cancel membership. Was given a form to send in to the corporate headquarters in Irvine, California (see attached). Was told that processing could take up to 28 days, which would result in additional month of billing after notice of cancellation was provided in person, for a minimum of two months billing for services after notice of cancellation.
4. September 13, when queried, the desk representative gave me the number of the Operations Manager. I was told that this person would be available by phone the following day, Sunday, September 14, the 2008.
5. September 14. When the LA Fitness location was called, I was told the Operations Manager was not available, and that the club did not make such refunds. The representative with whom I spoke (Chrystal) advised me the Operations Manager (Alec), would be in the following day, Monday, September 15.
6. Cancellation form was sent out on this day, Monday September 15, by certified mail, return receipt.
7. September 14. An internet search returned numerous results of billing fraud of this kind, revealing a consistent pattern of efforts to bill customers for services they have clearly stated were undesired, and make it difficult for customers to take corrective measures.

It is clear it is a matter of policy for LA Fitness to bill clients for services not desired, and to confound efforts to cancel club memberships. Although club facilities are available for the membership price, once the membership is no longer desired, the company's policy is to continue billing as long as possible for undesired services. The company clearly depends on the lack of ability of its customers to adequately press their claims for termination and refund, and relies on receipts created by the administrative roadblocks they have put in place.