Life Time Fitness reviews and complaints 2
View all 188 complaintsLife Time Fitness - Personal training
I have been a loyal member to Lifetime Fitness at West Lake Houston, Houston, TX location for three years. I showed up 5-6 days a week, used all the facilities and a great amenities you have to offer. I have learned a lot too. I made few acquaintances. The club is very nice. I love how it is family oriented.
Besides that note, I am writing this e-mail to file a complaint. I am stating the fact that I did NOT get my refund when a service was NOT provided. I had I hired a personal trainer for the month of June. Out of my control, my personal trainer’s position as a personal trainer was terminated. Therefore, the service nor standard was not met for the full 30 days of June 2023. I had paid in advance for that month, ($640.00) and was only received the total amount of ($160.00.)
I am politely demanding a full refund of 640.00 for the inconvenience that has come.
P. S I have spoken to the manager of the Personal Trainers a Mr. Ryan. I am not getting the correct amount of help. Since, I was not getting the correct amount of assistance, I have requested to speak to his boss and there was co-operation but, the appointment was struggle to make. the appointment for the meeting was “double booked” It has lead me to believe that this issue was an attempt to be “swept under the rug” so to speak.
Due to this issue, I have moved on and I am no longer a member at Lifetime Fitness. I am sad to see this happen. I really liked the club.
Desired outcome: Full Refund
Life Time Fitness - denied 24 hour access
I joined the Atascocita, TX Lifetime club about 2 months ago. While signing up, I specifically asked the salesman, Johnny, if my whole family would have 24 hour access to the club. Johnny said, "Yes!" Last Thursday evening, I could not sleep and neither could my 15 year old daughter. So I suggested we go work out. My daughter thought that would be a good idea and we were off for a 20 minute drive to the gym. When we arrived at 11:30pm, we were greeted at the door by Lifetime employee, Jessica. Jessica said, "She can't come in here!"(referring to my 15yr old daughter.) Jessica went on to say, " We have a policy that states members under 17 years old cannot come in after 11:00pm." I was surprised at this policy and asked if my daughter could enter this one time...she would be with me the whole time...and we would be gone in 45 minutes. Jessica said "NO!" So I had to drive 20 minutes back to the house to drop off my daughter...then drive 20 minutes back to gym to get my 45 minutes cardio workout in.
I have sent emails and left voice mails withe the sales rep, Johnny, and also with the General Manager, Ryan. I even called the coorperate customer service rep and finally talked to Bab. After 4 days...I still have heard nothing.
I even saw Johnny signing up more people hours after I left a voicemail with him.
Bottom Line...Lifetime is interested in taking your money only. They want to sign up new members but they don't want to address issues with members they alreay have.
I am canceling my debit card and filing a membership cancelation form AFTER I cancel my card.
I bet they call me then...when the money stops...ROTFL!
STAY AWAY FROM LIFETIME FITNESS!
Contract states 24 hr access!
The complaint has been investigated and resolved to the customer’s satisfaction.
An update to yesterdays complaint...
Appearantly it is due to the city Curfew here, but is not a corporate policy. It is due to incidents that occured.
I had been promised 24 hour access, in fact is why I purchased my membership.
Luckily, I was dealing with a wonderful member advisor, who got it cleared by the department head, and has noted my account, allowing 24 hour access. Very pleased with the outcome. Thank you Lifetime Fitness.
I just signed up 3 days ago, and am 16. LT is double the price of my previous club. The reason I purchased the membership was because of the 24/7. The "Member Advisor" Johnathon, also told me I would have access to the facilities 24/7, and I also showed up last night, to find out the same thing. I had been dropped off, and luckily the employee at the Front desk was very sweet and let me in, but if they do not note my account as she said they would, I will be canceling it. I have two weeks money back guarantee.
I experienced the same thing tonight at the Mansfield, TX location. I have three kids, 16, 15, and 9. While I am working out they normally play soccer on the indoor field. We arrived at the club at 9pm and were told that my 9year old could not come in, no kids are allowed after 9. I asked where this policy was. The very rude lady walked me over to the service counter and proceeded to hand me the hours of the facility, unfortunately for her, the turf hours were not listed, but she said they were online and she would print me a copy. I asked if this is a policy why is it not posted and why was I told my family could use the facility 24 hours? Her response...it's online.
The facility is in a family suburb full of families. I pay for a family membership, but family hours are very limited. If I choose to take my kids with me for a hour workout and they want to play soccer, what's the big deal?
I agree they only want the money, promise all the can to get your money and then get rude and defensive when you expect them to provide the service that you not only pay for but were promised as a main selling feature.
Stormwatcher,
We appreciate the comment and we apologize for the situation you had to encounter at the club late that evening. A representative from Life Time Fitness will be reaching out to you to discuss this further.
In general, there are a couple of different reasons for this policy of no minors between the hours of 11pm and 5am, with the biggest of them being our need to honor local curfew ordinances, which are often in effect regardless of parent/guardian supervision. Because of this, we had to adopt a club access policy for minors. When someone from the club calls you, they can explain this is more detail.
Thanks again for the comment. We are here to listen and help when we can!
Regards,
Bob Stanke
Community Manager
Life Time Fitness, Inc.
Probably, the reason they do this is because they don't want fitness zealous people dragging minors to the gym at all hours of the night. I think, however, that at 15, your daughter was old enough and maybe they need to revise the policy to no children under 13 after XX:00 or something like that. That is just my opinin though. Definitely, their policies need to be in writing.
They need to rewrite they state policy. It should not matter when the mom/dad is there. If the teen was along, I could understand. But having the mom or dad, its just a plan dumb policy.
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