Generally speaking, I’m not one to go online to complain about things going on in my life. There’s enough negativity in the world. I’d prefer not to add to it. Even so, I’ve run into a problem I’d like others to know about. It’s a ridiculously unnecessary situation that a big corporation is using to unethically siphon money from its own customers.
Our story begins in 2018 when I joined LA Fitness. I wanted to start working out again, and I also thought I might start playing racquetball, a sport I hadn’t played in nearly 30 years, but which I used to really enjoy.
Signing up was easy. I just gave the staff at LA Fitness my information (including a credit card), and just like that, I was a dues paying member at one of the countries biggest training facilities. At the time, I was told that there was no contract and I could cancel my membership at any time.
I used my membership infrequently. I worked out a few times, and I played racquetball a dozen or so times over the course of 12-18 months. Even so, the payments kept coming out of my back account, including a $41 charge six months after I joined that I was never told about. I’ve since learned that the charge is an annual fee, but no one has been able to explain why I’m being charged an annual fee or what benefit it provides me. It appears to just be a money grab on the part of LA Fitness.
Fast forward to April, 2019. I had been thinking about cancelling my membership for a few months, but hadn’t done anything about it. Then, my debit card information—the card I used to pay the LA Fitness membership—was stolen as part of a data breach at another company. As a result, my bank had to issue a new card. So, on May 5, when LA Fitness tried to run my old card, it was declined. The troops at LA Fitness went into Defcon 5 mode. They began calling on May 3 (They must try to run the card a day or two before the payment is due), and continued to call three to five times a day, including on evenings and weekends. They were desperate to get my May payment. Over the course of the next week, they called a total of twenty-four times.
During one of the early calls, I spoke to a staff member from my home club and told her I was traveling, but would take care of the payment as soon as I returned home. I actually could have given her my new card number right then, but I wanted to review my bank account first to see when the $41 was deducted so I could discuss it with her. At the time, I didn’t know it was an annual fee. I also wanted to talk to her about cancelling my membership, since I rarely use it, and I’m getting ready to move away from my home club.
Despite my discussion with the staff member from my home club, the calls continued. Today, I called LA Fitness and was told that the $41 I was charged (in addition to my monthly membership fee) was for the annual fee. She could not explain the annual fee other than to say it’s charged annually on all memberships.
I wasn’t going to argue. If every member is charged an annual membership fee, there’s no reason I shouldn’t be. I wish the staff person that signed me up would have been up front with me about the charge, but I didn’t see any reason to bring that up during my phone call.
Then I said I wanted to cancel my membership. This is where things really started to unravel. I was told that, “for security purposes”, I couldn’t cancel my membership over the phone. I was told I would either need to come into the club to fill out a cancellation form or I could complete the form on-line. In either case, the form would need to be mailed to California, and my membership (along with the associated charges) would continue until the LA Fitness corporate office saw fit to officially cancel my membership.
It’s important to point out that LA Fitness has a very nice website where, with the click of a button, you can join the club, reserve a racquetball court, sign up for hot yoga, or join a Pilates class. It’s a very user-friendly site with tons of functionality, and apparently no security concerns. What you can’t do on the website is cancel your membership. You can only do that by sending a hard copy of a cancellation form to a P.O. Box in Irvine, CA. And, as I’ve found out from reading other complaints on the Interwebs, LA Fitness has one of the worst mail handling operations in all of corporatedom. They tend to lose mail at an alarming rate. And that lost mail is primarily cancellation forms.
To be sure, the cancellation process at LA Fitness is a con job. It is designed to unnecessarily delay membership cancellations in order to continue charging customers another month or two (or more). It’s designed to put total control of membership cancellations in the hands of LA Fitness, not the customers who use the facilities and pay the membership dues. In a word, it’s a scam.
Even so, I mailed my membership cancellation today. My guess is that my membership will not be cancelled for a couple of months, but LA Fitness promises that they will email me when it is cancelled. In the meantime, I will continue to be charged a monthly membership fee, as well as a late fee since they don’t have my new card number and can’t successfully charge me. We’ll see where this goes, but my guess is my membership cancellation isn’t the end of this story.
If you’re interested in reading about others who have been scammed by LA Fitness, Google “LA Fitness Cancellation Fraud” or simply take a look at these websites:
Update (5/17/19) — The cancellation form I sent to LA Fitness was printed and mailed in an envelope. However, the form is designed to be folded and mailed without an envelope. So, I printed off another copy of the completed form and mailed it yesterday. I don’t want to give LA Fitness any excuse to delay the cancellation of my membership.