ComplaintsforLife Time Fitness Inc

• Initial Complaint

  12/26/2022

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  I have been accused of training in the gym when I have not ever. Over and over I have been accused and told ******* the manager at lifetime fitness in ******** ** and she will not believe me and got me kicked out. I have been harassed and can no longer work out with my daughter like I do every day. They have the perception of I am training and dont believe me when I tell them I am not. They dont allow me to exist like other members and I am treated like an outcast.

  Business response

  12/27/2022

  Dear ****
  
  We are reaching out to your regarding the concern you brought up with Better Business Bureau (BBB).  Your membership was terminated by Life Time due to your violation of our Proper Conduct policy.  We have informed you of the reason why Life Time has terminated your membership.  You have been training members without Life Time approval, the club has had many conversations with you requesting that you stop training and you have disregarded our request.  Many of our members have informed Life Time that you have approached them with your services and you have also posted pictures on your social media of you training individuals on Life Time property. 
  
  Life Time terminated your membership pursuant to the terms of your signed Membership Usage Agreement, which state that Life Time may terminate my membership or any member at any time for failure to comply with any of the rules and regulations adopted by Life Time or for conduct Life Time determines to be improper or contrary to the best interests of Life Time or its members  We enclosed your General Terms Agreement and the Usage agreement,  if you have any questions regarding your membership with Life Time please refer to your agreements.
  
  We will not be extending a membership to you again in the future due to this violation. Life Time will not discuss this matter going forward
  
  Regards,
  
  Life Time Account Support

  Customer response

  12/28/2022

   I am rejecting this response because:
  Someone who has it in for me is reporting up the Chain of command something not true. I took a golf ***** as a guest once and got accused. Went down on report. If someone sees me doing normal things that all other members are allowed to do and dont get harassed. There were many times that I was falsely accused no matter what was reported. I go and workout myself for an hour or 2 in the morning first thing and I come back with my daughter in afternoon for an hour. When am I training someone and whom ? You have zero proof. Never received one dime from anyone and never talk prices or packages etc. Either the trainer manager or ******* have it in for me and are reporting up the chain of command and it doesnt and never had mattered what I say or tell you, you refuse to believe otherwise and are protecting your own. The last thing that just happened which I think you set me up . All of a sudden some new young girl was very friendly and asked me for A spot. She told me she has a rare injury that I also have coincidentally. She showed me a few stretches and exercises and I told her I knew a few good ones too. Told her we could when I got back from vacation. Then got email saying you wanted to speak to me urgently because you are terminating me. I did not ever discuss money or anything with her. This was my final chance. Each time like this I never did anything but it gets reported by someone whom dislikes me. You protect your own and there was nothing from the very first accusation that I could have done to prevent this 

• Initial Complaint

  12/06/2022

  Complaint Type:

  Problems with Product/Service

  Status:

  Resolved

  More info

  My 16 year old daughter, ***, joined the *********** location for $80 a month. She joined on her own and was paying out of her bank account. Then in October she called to cancel and whoever answered the phone that day told her they would take care of it. Then she was charged again in November. She immediately called and spoke to *****, who told her the only way to cancel was in writing. ***** said he would email her the paperwork, which he did. She filled it out, and promptly returned it. On December 2nd she charged $119 even though she has tried multiple times over the last several months to cancel. She has repeatedly called and keeps getting the runaround. She finally told me whats been going on and I got involved. I tried calling there to speak to the manager, ********. *** left a number of messages but ** told hes in meetings or get sent to his voicemail. Id like her $119 refunded and for them to cancel her membership. Id appreciate someones help! Thank you!!

• Initial Complaint

  11/05/2022

  Complaint Type:

  Problems with Product/Service

  Status:

  Resolved

  More info

  I was charged twice for my membership after I canceled it for November. They credited back on my account instead of giving it back too my bank. They told me too email a manager and the email is not valid. So it seems like they are trying too give me the run around too keep me at there gym when I want too be done. Saying "It will only be $18 for December if you choose too not cancel..... Please advise I want this problem taken care of and don't know what too do.

  Customer response

  11/08/2022

   Better Business Bureau:
  

  Hello I just filed a complaint #********. I just got a refund from the business so no need for further procedures. I'm satisfied with result. Thanks, *************************

• Initial Complaint

  10/17/2022

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  Facilities are in need of urgent maintenance for health and safety. There are a couple issues with the facility. Yesterday evening my mom tried to use the phone in the pool area to call for assistance and although she followed the instructions posted to call the front desk, the phone either wasn't working or the front desk wasn't answering. She tried multiple times to call from the pool area then went to the women's locker room and tried calling from there and that phone did not work either. The phones need to be checked to make sure they are operational and staff need to be reminded to pick up the phone when it's ringing. It is important that staff can be reached when members require assistance.Additionally the steam room has been out of order for over a week and there does not appear to be a plan to get it fixed. The steam is supposed to stop after a set amount of time to keep the room temperature at a set level and not cause people to burn or get hurt from the room getting too hot for what is considered safe. However it seems like the controls have been tampered with because the last 3 visits we have gone, the steam in the steam room does not stop and it gets so hot that people are coming out with red patches/rashes on the skin like they have been burned! This needs to be addressed immediately to prevent injuries.Finally they need more staff in the locker rooms enforcing the rules by reminding members to wear appropriate swimming attire in the facilities such as the whirlpool tub and steam room. Street clothes carry all sorts of bacteria and sweat. It is not appropriate to wear street clothes into the water in a communal bathing pool and when members do this, it is very frustrating to members that shower and wear bathing suits to the pool and are expecting a more sanitary environment for health and relaxation. It would help if the gym could carry swimsuits in their caf or at the front desk available for purchase for those that forget or need to purchase attire

  Business response

  10/18/2022

  Hello America,
  
  Thank you for your feedback, by looking up your name in our system it shows you are a member at our *******, ** location and if that is incorrect, please let ** know. We have reached out to our ******* club to look into your concern and also your suggestions.  If you would like we would be happy to partner, you up with our club operations manager to have open communication regarding any concerns you may have.  Also we recommend for our members to have a open dialog with our club management regarding any concerns or suggestions they may have. Thank you again for bringing this to our attention. 
  
  Sincerely,
  Life Time Account Support

  Customer response

  10/18/2022

   I am rejecting this response because: 

  We have tried communicating concerns directly at our club and they have not been receptive to our feedback. We are not the only members that are complaining about these concerns to management at this club location. Please escalate the issues presented to the appropriate leadership. Thank you
  

  
  

• Initial Complaint

  10/10/2022

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  My ********** have been ******* of the only ******************* location (*************) since 2017. Prior to joining the ** location, we were LT ******* in the ****************** as well as ***** from as early as 2012. The ************ ** location opened and we have gone between the ** & SC locations since opening day in 2020. My wife was denied access upon returning from a medical hold for the birth of our third child this past month and was told to pay a 76% increase in dues to remain a guest. All of our peers and friends with the same size family (5) are paying around $500/mo in dues. Why are we getting a 76% increase to $669/mo? We have no problem agreeing to be in line with our peers and other guests at $500/mo but a 76% increase targeted at just us seems wrong. The General Manager is too busy to call or meet with us. We have requested an explanation of original terms when we joined in 2017 which we have yet to receive.

  Business response

  10/18/2022

  Hello ***********;
  Thank you for your communication.  Our Membership Concierge Leader ******* has informed us that the club has communicated with you regarding your request and the club provided the best possible accommodations and the matter has been resolved.   Life Time membership dues are subject to change per your Life Time terms agreement and your membership is not guaranteed at one rate.  We appreciate you reaching out and your feedback. 
  Sincerely,
  Life Time Account Support

  Customer response

  10/20/2022

   I am rejecting this response because:
  
  I have asked numerous times for the pay increase schedule. Is there any language you have provided to your customers so they are aware of dues increases and the schedule for future dues increases? How does a consumer know when their dues are to increase? It seems wrong to increase my familys dues just because my wife returned from a medical leave and it is very hard to believe the increase coincidently happened the exact same date as her return from a medical leave. Members want to know when price increases will occur. Can you provide this information as well as the percentage each increase will be?

  
  

• Initial Complaint

  10/10/2022

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  My son has a membership at Lifetime and went to another location with a friend who lives near that location. The front desk told them it was included in their membership and he thought nothing of it. Next month the bill jumps to $50.00 more and when called to clarify the reason it is buried in the agreement that if you go to another club they can change the pricing. So now in order to change this you have to wait 2 billing cycles in order to get this updated. So the one time error (made by desk) cost me $100.00 plus $10.00 to change back the membership. This is very extreme from a company that also makes you jump through hoops to cancel its membership. Its not the money but its the policy that allows this as I, as the parent, who is paying for this membership isnt givin the option to decline the upgrade or even get an email regarding the change in pricing until it comes on the bill. This is deceptice billing practices and shouldnt be allowed.

  Business response

  10/12/2022

  Hello *****
  
  Essam would have to upgrade the membership to gain access to the ************** club, he was informed of the upgrade, and he decided to upgrade the membership.  Essam has been using the ************** club more than one time in the month of September.  He also requested to downgrade the membership back to ***********, member would have to give 30-day notice to change the membership back and member is at a legal age where he can make changes to the membership without anyones approval.  It is up to the Essam to share the info on upgrading and downgrading of membership with the person who is paying for the membership.  Anyone can pay for someones membership with Life Time and if the person/member is at legal age they can do changes to the membership. Based on Life Time processes member has been charged correctly and there is no refund owed at this time.  Thank you for reaching out us, per Life Time this matter has been resolved.
  
  Sincerely, 
  Life Time Account Support 

• Initial Complaint

  09/06/2022

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  I joined Life Time in July 2021, I asked **** if they accepted United Healthcare renewed active membership benefits, at the time and he said no. Since that time I have asked numerous employees at the front desk if they accept United Healthcare and they said no. June 2022 I met the General Mgr. ***** June ************************************************************* this area collaborate with United Healthcare renewed active plan. ***** told me no. The beginning of August 2022 I told them at the front desk that they do take this benfit and I have been asking since I joined.The single membership I pay is $159.00 a month. They told me they would reimburse me $82.00 and give me credits to use in the gym. Life time starting collobrating with Untied Healthcare on April 1st 2022 and pay for memberships. I called United Healthcare reference #S562550510 and I told them that Life Time would not reimburse me back to April 1st for payments I made. United Healthcare contacted Life Time corporate office and Life Time said they would reimburse me back to June 1st 2022 when I spoke to the General Mgr. *****. I have not received my reimbursement as of this email. I should receive reimbursement back to April 1st 2022 when the program begin. The total Life Time owns me is $765.00 and they want to reimburse me $467.00. I am disable and on a fixed income and do not find this resolution acceptable. I have called the operations mgr. at the corporate office and my calls were not returned. It has been two weeks since United Healthcare told me that Life Time was going to reimburse me. I emailed ***** General Mgr. that I should receive reimbursement back to April 1st 2022 since I have been asking since I joined the gym. ***** told me she just met me in June 2022 so that is when the refund will be issued. ***** wasn't aware that the gym took the membership until I told her and she confirmed with corporate.

  Business response

  09/13/2022

  Hello *********
  
  We are reaching out to your regarding the concern you brought up with Better Business Bureau (BBB), based on Life Time processes your membership was charged correctly.  We have reached out to the club and the club has informed us that you were given the appropriate refund based on the timeline you have connected with the club regarding your United Healthcare Renewed active membership benefits.  Also the club has informed us that they offered you Life Time Bucks or a Life Time Caf gift card for your inconvenience and you had turned it down.  As I stated above based on our processes you have been charged correctly, no refund is owed at this time.  Thank you for reaching out us, per Life Time this matter has been resolved.
  
  Sincerely,
  
  Life Time Account Support

  Customer response

  09/13/2022

   I am rejecting this response because: 

  I asked about the united healthcare membership when I joined in July 2021 and have asked several times since I have been a member. I have received $82.00 refund for a partial amount for the month of August. I am due a refund back to April 1st when the United Healthcare

  benefit started with life time gym. The amount of $82.00 is not an appropriate amount of refund when I am due $765.00. I do not use the services at the gym and should not have to receive and reimbursement from the gym of serivces that you have to use at the gym. 

  I want the money due to me. Life Time General Manager made a mistake telling me that you didn't offer the service with untied healthcare so Life Time should be customer serivce focus and admit to their mistake and value their customers. When an organizatin makes a misktake to show good faith you resovle the issue with your customer. Life Time is in business because of customers so it is imperative to treat them like they matter.  Thank you.  
  

  
  

  Business response

  09/19/2022

  Hello *********

  Per your ************** your total refund amount is $477 we have already done a partial refund in Aug for $82.03 and the remaining balance is being issued as check to be mailed out to you.  If you have any further questions regarding this refund please stop by your local club.  Thank you for reaching out us, per Life Time this matter has been resolved.

  Sincerely,
  
  Life Time Account Support

• Initial Complaint

  09/02/2022

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  -First contacted LifeTime Fitness in July 2022, asking to cancel membership. -Was sent a form via email to complete, and was told completing the form would cancel my membership.-Completed the form the day it was sent July 6th, 2022. -Was charged for the membership in August 2022, as well as September of 2022. -Called member relations in September 2022 to inquiry why I was still getting charged. ******* services said I never completed the form from July, even though I did ******* services said I should have gotten a confirmation email, even though I did not ******* services said that I probably entered the form wrong or did not complete it, accusing me of doing the process wrong ******* services said they can't and won't do anything about it until I send them the confirmation email, but I never received a confirmation email -I asked member services to send a new cancellation form, they did and I completed it on the spot, September 2, 2022. -Did not receive a confirmation email after completing this form again, so contacted member services again to let let me know ******* services again accused me of doing it wrong and still have not canceled my membership *******ship is still not canceled and they are not doing anything about it to fix this situation, and continue to blame me for their system not working, saying I must have filled the form out wrong

  Business response

  09/07/2022

  Hello Amber 

  
  Thank you for reaching out to us.  We are reaching out to your regarding the concern you brought up with Better Business Bureau (BBB), based on Life Time processes your membership was charged correctly.  We will not be able to process a refund since we do not have a cancelation being completed by you back in July  2022.  Your membership is not charged based on usage and if the member use the club or not member is responsible for the monthly fees until the member terminate the membership per Life Time General Terms Agreement (GTA).  You would need to follow the cancel process we have in place to close out a membership per GTA.  The membership continues until the member takes action and signs off on the change they wish to do.  If the membership is not canceled based on the terms we are not able to process a refund.  Member has the option to come into the club to cancel or send in a letter to the club requesting a cancelation. Lastly, the 3rd option is we can send you a link to complete on-line, once you complete the link you will receive a confirmation email back from Life Time for your records letting you know we have received your cancelation request and this also reflects on your membership.  If you do not have a confirmation email from Life Time confirming your membership has been canceled then we do not have a cancelation request from you.  If you are able to provide proof of a cancel please provide the information and we will be happy to take a look at it.  Life Time will not be able to issue a refund per your request.  Thank you again for reaching out us, per Life Time this matter has been resolved.
  
  Thank you
  Life Time Account Support

• Initial Complaint

  08/30/2022

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  I am a disabled person who needs to freeze my membership sometimes when my condition worsens. However, they didnt handle my freeze properly & kept charging me. All along assuring me it would be fixed. It never was & I ended up having to completely cancel it eventually losing all of my pre-paid services which is the very thing I was trying to avoid in the first place. Currently Lifetime is withholding my refund of significant money due to this improperly handled medical ************ Im being completely ignored by their corporate ************ causing me serious financial & medical hardship. They are ignoring my ************ note as well. I really trusted this brand & never expected to be scammed or taken advantage of as a permanently disabled person whos on Social Security Disability. Its shameful what this multimillion dollar company is doing to me right now.

  Business response

  09/07/2022

  Hi ******  
  
  We are not able to move forward with a refund. Your membership closed out on 12.31.21 and the Drs note is dated 7.28.21 and a timeframe back to 2020. We are not able to honor this refund now as this is far to old.  If someone would need to place the membership on a medical freeze and is seeking a possible refund, we do need to receive the doctors note sooner rather than later to assist.
  
  Life Time team members has spoke to you on several occasions and shared no doctors note had been received thus far. Life Time Corporate Account Support manager *** has spoken with you and you were informed that the timeline you have stated you were to be on medical freeze you have been using the club and if you were on a medical freeze per your doctors orders you wouldnt have had access to Life Time clubs. Also while you were communicating with Bab you were to get back to her with documentation and you did not get back to her.  Based on Life Time process you have been charged correctly and there is no refund owed at this time. Thank you again for reaching out us, per Life Time this matter has been resolved.
  
  Thank you!
  
  Life Time Account Support

• Initial Complaint

  08/26/2022

  Complaint Type:

  Billing/Collection Issues

  Status:

  Answered

  More info

  Lifetime fitness offers a free subscription to Apple Fitness + for all members, but what they do not clearly tell you is it is only a 3 month subscription so you have to come back every 3 months to renew, otherwise you are automatically charged $10 per month. I just realized this charge was happening for the last year and I am furious. I never even used the fitness +, I just downloaded it since it was free. This feels like such a scam and I already spend a fortune on lifetime membership. I am very upset.

  Business response

  09/01/2022

  Hello *************;

  We are sorry to hear you are upset, Life Time does have Apple Fitness+ information on our website and it indicate the below information under the ** listing 

  How do I redeem the Apple Fitness+ included in membership offer?

  If you are the primary, partner or secondary account holder, meet the requirement for hardware and software above you will be able to go into your Life Time app and redeem your Apple Fitness+ offer via a 3 month activation code. This will require you to come back every 3 months to reactivate your Apple Fitness+subscription through Life Time, otherwise youll need to cancel your subscription directly with Apple or be billed directly from Apple for the monthly subscription rate for Apple Fitness+ at that time. 

  Can I activate an Apple Fitness+ subscription for longer than 3 months at a time?

  At this time we are only able subscribe Life Time members to 3 months of Apple Fitness+ at a time, thus requiring members to come back every 3 months to reactivate their subscription or cancel directly with Apple or begin paying the current subscription rate for Apple Fitness+ via their Apple account.

  We appreciate you reaching out and sharing your feedback

  Sincerely

  Life Time Account Support 

   

   

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩