In February of this year Rusty faxed me a cancellation form (he said you cannot do a cancellation over the internet) so that I could cancel my daughter and my membership. At the time he said to fill it out and mail it in. He also stated that since it was so close to my billing date I might get two additional charges because the mail may not get there before the February billing date and they charge an additional 30 days beyond the time you cancel. I filled out two forms and mailed them to the address on the form. I never thought about it again.
On May 16th I received a call from a man at LA Fitness asking if my credit card had been stolen because my payment hadnt gone through. I explained to him that the bank had canceled and reissued our card for what they thought might be fraud, but I canceled my LA Fitness membership and they shouldnt be taking any money out of my account. He said he would have someone from corporate call me back. I received another call the very next day from someone at another gym wanting to know about my payment and I explained the whole thing again. This went on for two weeks with messages on my answering machine. Someone from corporate named David finally called back and left a message on my voice mail but didn't leave a contact number. Another person from a LA Fitness location that I had never even been to called me and I explained to her what was happening. She said did you can cancel online and I told her that I was told you cannot cancel online. She said it was a new feature that had just started it wasn't available in February.
I told her I mailed the paperwork and had a copy of it. She said did you send it certified mail and I said no, is that required and she said no but you should because sometimes they get lost. When I asked how I could reach corporate back she said you can't they have to call you. I explained that I couldn't wait by the phone until someone called. She said she would have someone call me back.
No one from corporate has ever called back and last night Jason called and reached my 15 year old daughter and started asking her about the bank card and then threatening her and speaking about ruining her credit. Tonight I spoke with Brittany at LA Fitness again calling to ask about the payment (no one ever calls about the cancellation) and I explained the whole thing to her and she said she would have me speak with the Manager. She came on the phone, never introduced who she was and just started telling me that there was nothing I could do I would have to come in and cancel, when I tried to explain to her what was going on she cut me off and said she could see what was written on the screen and that a lot of people had tried to call but no one had reached me and I told her that was not true I had spoken to more than five people and she again interrupted and started reading dates and didn't answer. When I insisted that I had talked to people and started telling her who I spoke with she said let me change screens to look at your account. She then started reading from the screen again dates and didn't answer. I told her I knew that was incorrect because the first person I spoke with called me the very day the payment didn't go through (she didn't respond to this and probably didn't hear the whole sentence because she interrupted me again and started reading from the screen). She said I had spoken with someone on May 22 who wrote that I had cancelled my membership but they had no record and I didn't have a copy.
I told her that was an out and out lie because I have told everyone I have a copy and would be glad to bring it in. She continued saying that what's on the screen is what is accurate. She was very rude, extremely billigerant and obviously deals with this very often because of the unscrupulous way she does business. She said she would have to have corporate call me. I told her I could not sit by the phone and wait; again she interrupted me and said what's the best number to reach you in the morning? I gave her my cell number and said I wanted to call them. She said they don't take incoming calls. She said I had to pay the monthly fee and I told her I wasn't paying anything. She ignored that and continued with a very sarcastic have a great evening.
I immediately got on the internet and tried to find a number for the corporate office but could not locate one. I called another location in another state and asked for their corporate office number so I could call and inquire about our business working with them to establish a program for our employees (thinking that she may give me a number) and the girl told me they can't give out the corporate number they can only pass on a message for them to call me back. That speaks volumes about what type of business they are; doing business in such a way that they won't take phone calls from customers. Their employees won't help you and they don't want to know about it. They just want your money. This still isn't resolved but I wanted people to beware! I would NEVER deal with these people again.
Nena
Desert Hills, Arizona
U.S.A.
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