I joined LA Fitness in Paradise Valley, AZ in Oct. 2004 and signed a Pure Fitness contract for personal training 3 days/wk. I had to give them a credit/debit card for billing purposes (which I didn't want to do as I have been burned in the past with autopays and stopping them when I want to cancel, but was forced to if I wanted to join).
In my 1st 3 weeks of training, my trainers cancelled, with hours notice, 4 times out of 9. My bank account was charged of course and I was expected to make up the sessions (to fit them into my very hectic schedule; of course this was left up to me to find a trainer with available time). Half of the trainers I could schedule through the LAF front desk, but the others I had to contact personally as they didn't keep their schedules through LAF. I complained to John the General Manager and he put my training account on hold for 2 weeks in Nov. 2004 so I could catch up my missed sessions. I was assigned a new trainer, Amanda, and she is wonderful!
I went out of town for 10 days the end of Nov/1st week of Dec. And they did put my account on hold for that period. When I met with John in Nov. I told him I wanted to go to 2 sessions/wk when I returned on 12/6/04 and he told me that wouldn't be a problem.
In the meantime, LAF changed from Pro Fitness to Body of Change. When I tried to change my billing from 3 to 2 sessions per week, I was told by LAF that I had to contact the Training Manager at BOC. I called him from Maui on 11/30/04 and left a verbal message for Mike with the trainer that answered the phone to call my cell phone. I never got a call.
When I returned on 12/6/04 I called and left another verbal message. Again no return call. I called again 2 weeks later. Again no return call. On Jan. 12 I saw Mike at LAF but he was pitching to new clients, so he wrote down my number and said he would call me the next morning. I never received a call. When I went in to train on Thurs. 1/14/05, Mike was in his office and I confronted him about his lack of response. He stated he had alot of calls he needed to return. I told him I had a billing problem and he told me I had to call the 800# on the door. I wrote it down.
I also needed to schedule a Sat. Make-up session. He asked me who my trainer was and I told him and he said she doesn't train on Saturdays. I told him I knew that and that was why I needed to find out who did train on Sats and who would be available that Sat. He said he didn't know who trained on Sats. I said I had trained with Dave on Sats before and he stated Dave doesn't train on Sats now. I said I had trained with Candice on Sats. He said he didn't know if she still trained on Sats and that the trainers were all independent and that he didn't know their schedules and I would have to contact them personally. I asked for Dave and Candices numbers.
I also stated that I thought it was the Training Manager's job to know when his trainers were working/available (but he seemed to know who DIDN'T work!) and that I didn't understand why "Manager" was in his title because he obviously didn't manage anything! I left very frustrated and told him I would never discuss anything with him in the future as he was worthless. He couldn't have been less helpful if he had tried! (I did get ahold of Candice and trained on Sat. Entirely through the efforts of my wonderful trainer, Amanda, and me).
I called the 800# and got a recording that said their business hours were 8:00-5:00 (I didn't know what time zone they were talking about). As I work full time and can't call during business hours, I asked my husband to call during the day and get a refund for my overcharges and cancel my training. He spoke to Mary at BOC and was told they couldn't discuss my account with anyone but me. He told her I couldn't call during their office hours and she finally agreed to talk to him. She told him I had 24 sessions on credit and they do not issue refunds. She also stated I could not cancel my contract verbally, that I personally had to fax a letter of cancellation.
We pulled my Pro Fitness contract and it stated cancellation could be made verbally. I don't have a contract with BOC; my contract is with Pro Fitness and there are no provision for them transferring my membership to a new company. I don't believe I have to abide by BOC contract provisions as, again, I DON'T HAVE A CONTRACT WITH BOC! I have not seen my cancellation become effective and I continue to be charged for 3 sessions per week. Today is Jan. 28.
I think LA Fitness should evaluate the type of company they have within their walls and seeing all of the other consumer complaints about both BOC and LAF, it looks like they are perfect for each other (although I have had nothing but great service from John, GM, LA Fitness, PV AZ., and the trainers since Dec. 2004)
Do not sign a training contract with body of change if you join la fitness. The trainers only make $6.00 per 30 min. Session and you pay $30 (for 3 sesions/wk) or $35 (for 2 sessions/wk). That is a rip off to the excellent trainers i have met at laf. If you don't sign a boc contract, you can contract personally with the trainer (s) for $20-$25 per 30 min. Session (average rates).
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