LA Fitness International

My name is Gurmeet Kaur, contact # [protected], membership barcode mentioned in subject. I started my membership as well as personal training sessions with LA Fitness in October 2021 at 1970 Eglinton Ave Scarborough, ON, Canada. I talked to Andrew for personal sessions and clearly asked him that I am getting married in December 2021 so I want to try my best for these 2 months. He Suggested me 3 sessions in a week. He mentioned nothing else at that time. These three sessions are costing me approx $550 per month. And if it comes to pay 50% to cancel membership I can not afford this much to pay.

First Miscommunication happened when on my first session trainer trained me for half an hour only but Andrew mentioned it would be 1 hour session. I reached out to Andrew then he said that you only have half an hour session with trainer and other half an hour on your own. I agreed.

Then I talked to Noor (as Andrew left and Noor replaced him) and talked to her regarding my Vacation. I mentioned that I don't know when I'll get back from my vacation. She suggested that we can freeze membership and training for three months so that when I get back we can continue. I agreed on 9/10th Dec as my circle was due on 11th Dec, 2021. I asked Noor that do I need to pay anything she clearly said NO.

Now Today, I received a call from USA payments department and that person over call Harassed me and blamed me for signing contract and not reading it. He called me at 11:28 AM and mentioned that I only have time until 12:00 PM as a deadline. He didn't listen to single word I was saying and upon asking that If this is LA Fitness' customer service he replied that he is making me understand conditions. I will attach Screenshot of call details with this email. I don't know name of associate but I kindly request to look into it and listen to recorded call so that you know how your associates talk to your customers. He mentioned that I can not freeze my training sessions they will only keep banking up for later use. I told him that I talked to Noor from my location and she clearly said that my training session is now freeze. He again mentioned that how can you sign contract without reading it. When I signed contract no-one told me that If I need to cancel I need to pay 50% of balance. Contract was handed over to me after my signature and I asked Andrew that I am going back home for indefinite period would that be a problem he Clearly said NO. I am aware of membership contract that I don't have any problem with. I had clear intentions to continue after I get back but now not at any cost. They way associate talked to me over phone. I will not ignore that.

Associate on call also mentioned that I need to pay training fees along with $50 late fees as my payment is 3 days late; which I was not aware of as I was told by Noor from my location that your account is now on Freeze and you don't need to pay anything.

After conversation with Associate I called Noor and explained her everything. She said that it is strange that no-one mentioned about 50% payment of balance for cancellation. I requested her that there is no way I can pay this amount as I have no money; this is the reason my card is declining payment.

I feel really exploited as when I went for query on my very first day, I told Andrew that I have no Idea how things work and this is my first time stepping into Gym. He even mentioned that start with 3 sessions in a week and then you can reduce them after month or so to 1 or 2 in a week.
Right now I feel harassed by associate on call and exploited by staff from my location that I was not disclosed with full information at time of contract.
I need assistance in this matter as I don't know whom to reach out. I'll wait for reply otherwise I have no clue whom to talk. I feel really depressed as I am leaving my job to go back home I have money to pay this much.
I am attaching call details with associate so that it can be cross checked and see on recorded line how associate talked to me.
Please reach me at:
[protected]@gmail.com
[protected]

Please reach me at email as I am travelling to India day after tomorrow and I won't be able to take international calls there.