Complaints

• Initial Complaint

  01/06/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am filing this complaint due to the unfair and discriminatory treatment I have received from Life Time Fitness, specifically at the ************ location. My membership was wrongfully put on hold following a false and baseless accusation from another member, claiming I was following women around the gym. These accusations make no sense, as I have a girlfriend and many female friends at the gym who can vouch for my respectful behavior.I have attempted to resolve this issue by providing significant evidence to support my character and refute the claims. I also have a list of over ****************************************** However, the Member Relations representative handling my case has been dismissive and unprofessional. Instead of evaluating the situation fairly, she refused to consider my evidence or speak with the witnesses, stating dismissively that we dont have time to talk to your friends.The management at the ************ location has a reputation for unprofessional behavior. During my time there, I witnessed constant staff turnover, particularly at the front desk and bar. Employees frequently quit due to poor management practices, leading to a lack of consistency and professionalism. These issues create a toxic and unwelcoming environment for members.Life Time Fitness promotes itself as a community-focused organization, but my experience has been the opposite. Despite being a loyal and well-respected member, I have been treated unfairly and denied a fair opportunity to share my side of the story.I am seeking immediate intervention from ********** corporate office to resolve this matter fairly. I request the reinstatement of my membership, a thorough review of the management practices at the ************ location, and action to ensure other members are not subjected to similar treatment in the future.Thank you for your attention to this matter.

  Business response

  01/07/2025

  Hello ***
  
  Thank you for reaching out, and sharing your feedback.  Life Time has conveyed ********** decision regarding your membership, ********** decision is final on your membership, and your membership was terminated by Life Time due to violation of Code of Conduct.  Life Time determined the membership and Life Time has the right to terminate the membership based on member infractions.  Life Time will not talk about this matter going forward and will not be offering a membership going forward.  We wish you all the best.
  
  Sincerely,
  Life Time Account Support Team 

  Customer response

  01/07/2025

   I am rejecting this response because:
  
  I did not violate any code of conduct, there is absolutely no evidence of that. I have also not been given a fair chance to have any of these false accusations evaluated, and the list of the 20+ active members I know at Lifetime, in which some are also eye witnesses, have not been reached out to. If this is not resolved fairly, I plan on moving forward with my legal team on how this has caused me significant civil damages to my reputation in the Walnut Creek community, potential revenue to my freelance business as a software developer in the community, as well as my mental health. 

• Initial Complaint

  12/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to formally lodge a complaint regarding my experience with Lifetime Fitness Pilates program, specifically involving a staff member named *****. I feel misled, overcharged, and unfairly denied a refund for services that were not provided as expected.When I joined Lifetime Fitness earlier this year, I was encouraged by ***** to purchase Pilates classes. After taking an introductory course with her, which I found to be different from the subsequent classes, ***** charged my card $300 upfront without providing any documentation, receipt, or authorization for this transaction. I was not given an opportunity to review or sign any agreement outlining the terms of these Pilates classes, leaving me feeling misinformed and pressured.I attempted several of the hardest Pilates classes offered but found them extremely underwhelming. Despite being new to Pilates, I didnt find the classes physically challenging, and they felt more like light resistance stretching than a true workout. The experience was disappointing and did not meet my expectations.Subsequently, I canceled my Lifetime Fitness membership and consulted ***** about the remaining balance for the unused Pilates classes. In a text message (which I have retained as evidence), she informed me that I forfeited my money when I left Lifetime Fitness. At no point during the sale or my membership was I informed that leaving the gym would result in the forfeiture of unused class funds. This lack of transparency feels deceptive.This experience has left me feeling scammed and deeply disappointed. I have always held Lifetime Fitness in high regard and am surprised that such a reputable organization would condone this kind of treatment of its members. It would surprise me if Heidis behavior is indicative of the standard of customer service Lifetime ********************** strives to uphold.I respectfully request a refund of the $300 charged for these Pilates classes.Thank you for your time and attention to this matter.

  Business response

  12/17/2024

  Hello *****

  Thank you for reaching and sharing your feedback.  We have looked into your request, and it shows Life Time issued a refund of $260 on 13 unused sessions.  You have purchased 15 Pilates Group Drop In - ESR sessions and only used 2 sessions.  Refund was processed on 12/2/24, you should have the refund back in your account by now.  Thank you again for reaching, this matter is closed per Life Time

  Sincerely

  Life Time Account Support Team 

  Customer response

  12/17/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  12/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My haircut was cancelled within 45 minutes of the cancellation policy that states if I cancel the haircut I have to pay 50% of the haircut. I would like to be payed the same amount for the cancellation of my haircut and hold the spa to the same standard that I am held to which would be $35

  Business response

  12/11/2024

  Hello *****

  Thank you for reaching out and sharing your feedback.  This is our Service Cancellations process. A 24-hour + notification is requested for all service updates. Should you need to cancel or reschedule inside of a 24-hour window, a cancellation fee may occur, 50% of the service cost. Missing a service without notification may result in 100% of the service cost.  Unfortunately, we are not able to process your request, and we apricate your feedback.   Per Life Time this matter is closed. 

  Sincerely

  Life Time Account Support Team 

   

  Customer response

  12/11/2024

   I am rejecting this response because: It is inaccurate and doesn't address the situation at hand

  However,....... ******** cancelled on the client ie me. Therefore, their own terms and policies should apply to them just as much as they apply to clients. To clarify Lifetime cancelled on me 43 minutes prior to my appointment. As per their policy, had I done that to them, I would have owed them 50% per the written policy you wrote.  One sided policies and unequal enforcement makes for an unfair environment and in-proportionate treatment. Furthermore, I felt very attacked on the phone when the front desk mocked and laughed at me, leaving me feeling very targeted and quite upset. However management chooses to point fingers accuse and blame the customer on their reactions of their poor treatment rather owning their own initial mistake. This is one example. There are other reviews on the website that support this from this location

   

  Thank you for your time

   

  
  

  Business response

  12/20/2024

  Hello *****

   Thank you for reaching out, we understand you may not agree with the information we have provided.  Life Time decision is final regarding this matter. 

  Sincerely

  Life Time Account Support 

• Initial Complaint

  11/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On November 07, 2024, I went to Life Time at ******************************************* to begin to use the Humana Silver Sneakers program for gym exercise admission. The program offered by ****** is at NO COST to the participant at participating gyms. However, to gain membership to Life Time I would need to supply a form of payment. Form of payment for a program that is already paid for? So, while I found that very suspicious, I reluctantly offered my credit card. BUT NO, the only way to secure the form of payment is ONLY with a Debit Card! They wanted to secure a prepaid program, with a no cost to the participant, with their banking Debit card ONLY? Their Suggestion to me was for me to go to the bank, open an account, and apply with the debit card I would receive even if the account had a zero balance. I found all this to be extremely suspicious because of the many ways that exposures the elderly to getting scammed and cheated. If this policy is legal, I will not want to patronize Life time. Please also file this against the corporate office at ************************************************ Telephone: ************, also, and advice to the ************* Time ***************************************************************************************** Telephone: ************ Corporate Office Life Time ********************************************** Telephone: ************

  Business response

  11/20/2024

  Hello ******
  
  Thank you for reaching out and for sharing your feedback.  All Life Time members are required to provide a card for the automatic draft on the 1st of the month, this is a requirement for a membership with Life Time.  You can be a part of medical subsidy program and Life Time would still need to have a card listed to have on file with us.  We understand you may not agree but this our company requirement.  We are happy to have you as a member with Life Time, if you are interested please follow ********** process to become a member.  We appreciate you reaching out to Life Time regarding your concern. 
  
  Sincerely,
  Life Time Account Support Team 

  Customer response

  11/21/2024

   I am rejecting this response because:
  This is an EXTREMELY generic response. As I had commented in my complaint, I do understand the need for a "CARD" to be on file. However, your response brushed your reply cooly as a "card" and was not specific about what is the "Card" type. You did not intimate as to why the "Card", as your receptionist put it, had to be, "Specifically", a "Debit Card"? That was very specific! Why can't you be "Specific" and Transparent about the "card" and why your receptionist said it has to be, Specifically, a "DEBIT CARD". I trust the security my credit cards provide for all transactions that require a "card" on file, and the ease of cancellation should I decide to cancel the association with that business and do not want any further "Automatic Payments" to be paid. Discontinuing on a Debit Card is not as ease and may require steps and procedures that tie up the consumers debit card inconveniently and have payments paid that should not have been paid. Leaves a consumer questioning as to why you are NOT Transparent about the type of "Card" and your motives as to why you have instructed receptionist at all your locations to ONLY accept, Specifically, "Debit Cards". We can address this across all social medias and present to agencies that have the authority to deeply investigate. However, all I want is a real answer and not to be just blown off!!!
  
  

• Initial Complaint

  10/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I visited the ******** Fitness Canton location to address an issue regarding my daughters membership. My daughter, who is currently in college, informed me that she had not been using the facility. When I inquired further, she showed me an email from ******** Fitness, dated March 2, 2024, stating that her membership had been canceled. This came as a surprise because I never canceled her membership, yet I had been charged $80 per month for it during this time.When I visited the Canton location to resolve the issue, the employee I spoke with was dismissive and unhelpful. Initially, he denied that any email had been sent to my daughter. However, after I showed him the email, he acknowledged that an email had indeed been sent but claimed that a follow-up email was sent afterward stating that the cancellation was a mistake. He refused to show me this second email, and my daughter never received it.This issue persisted for several months, from March until I approached the facility around the end of July/beginning of August 2024. During this time, I was continuously charged for a membership that ******** had falsely informed us was canceled. Despite showing the employee the evidence, he was dismissive, even laughing at my concerns when I asked what could be ******* a long-standing customer who spends thousands of dollars annually with ********, I am extremely disappointed with the lack of professionalism and customer service I experienced. ******** markets itself as a high-end facility, but this treatment was far below the standard I expected. I am seeking reimbursement for the charges during the months following the email my daughter received (March through July), as ******** has refused to rectify the situation or provide any assistance.

  Business response

  10/28/2024

  Hello Alannah 

  Thank you for reaching out and sharing your feedback.  We are not able to locate your membership information, and we will have someone from Life Time Account Support team reach out to you.    

  Sincerely 

  Life Time Account Support Team 

• Initial Complaint

  10/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 8th 2023, I contacted Lifetime support for membership assistance since my house burned down and I wouldnt be able to make it to the gym for 6-12 months. I had a special membership, lifetime legacy, and they directed me to my local gym to get assistance. Went to the lifetime gym, and they helped me out, later found out when I tried going back they canceled my membership and didnt put it on hold, so I permanently loose my Legacy membership which is valued at 2-3k. I called for assistance and they said theyd follow up and never contacted me. Called them in the future again, and they said nothing they can do about it since it was over *************************************************************** and did it wrong and I lose my membership because I didnt catch their error.

  Business response

  10/28/2024

  Hello ******

  Thank you for reaching out and sharing your feedback.  We are sorry to hear about your house.  Based on the information we have that you have decided to remove yourself off the membership and left your partner Maicy on the membership and Maicy has decided to terminate the membership via Life Time app. Maicy has the option to place the membership on hold or terminate it via app, but she chose to terminate the membership on her end.   Once the membership has been terminated by the member Life Time cannot reopen the membership.  If you want to return to Life Time you would have to start a new membership and cannot reopen your prior membership.  Thank you for reaching out to Life Time and this matter is close to Life Time.   

  Sincerely 

  Life Time Account Support 

• Initial Complaint

  08/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After repeated attempts contacting the local facility, with attempt to resolve, I am reaching out to the BBB to assist in getting a very simple solution. My son is a registered swimmer at LifeTime Fitness in **********. In the past when we were not able to make the ******* we reached out to *************************** so the credit could be registered. We were not able to attend on 7/20/24 and again reached out to ***************************. This time she pushed back and said the missed classes have to be logged online. I understand this direction.We attempted to do this to no avail. The Lifetime fitness app and website are not the most user friendly and in order to log an absence (after muddling around on the site to find out where to do this) it asked to register my son again and pay for a new set of lessons. This was not going to happen. I opened an inquiry to Corporate and reached out to *************************** direct, but all requests were ignored.This simple request has now escalated and the results are completely unacceptable for a gym that charges a premium fee.

  Business response

  08/13/2024

  Hello ******

  Thank you for reaching out and for your feedback.  We have reached out to the club management to look into the concern you brought up to our attention.  We will have someone from Account Support team reach out to you within ***** hours or sooner.  Thank you again for reaching out to us

  Sincerely 

  Account Support Team 

  Customer response

  08/16/2024

   I am rejecting this response because:
  
  While the business did reach out with the below statement, the missing voucher was never entered in the system and the issue is still unresolved.

  Business Reply:

  We are responding to your Better Business Bureau (BBB) Complaint, based on your complaint we have spoken with the club and the club management has provided the below communication they had with you.  We will be submitting the below information to BBB, based on the below communication per Life Time this matter is closed.  

  Business response

  08/19/2024

  Hello ******

  Please see below information, club is willing to work with you and sent you the below email and you also had responded to the communication. 

  Sincerely 
  

  Life Time Account Support Team

  From: ******************* <*********************>
  Sent: Sunday, August 4, 2024 9:13 AM
  To: ***** ************************* <*****************>
  Cc: ******************* <*********************>
  Subject: Re: [EXTERNAL] RE: Life Time Swim Parent Portal
  
  Hi *****,
  
  Im traveling next week so unfortunately wont be able to come in Monday. Thank you for logging the missed class on 7/20. This will give us 3 vouchers and Ill schedule a private ******. 
  
  ***** decided he doesnt want to continue swimming with school starting, so can you consider this the 30 day notice for cancellation please. 
  
  Thanks
  ***
  
  Sent from my iPhone
  
  On Aug 3, 2024, at 1:08?PM, ***** ************************* <*****************> wrote:
  
  Hello ***, 
  
  Sorry I missed you on Thursday. I was out sick. I am in until 8:00pm today or Monday 10:30am-7:00pm if it would be easier for you to stop in person. You shouldn't need to sign up again, but if you do create a new account, it won't charge you for anything. We can tentatively set up the missed ****** and then I can assist in person if needed to log the class. 
  
  In Health, 
  
  ************************;| Kids & Aquatics Leader

   

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I are retired couple who devoting our time to our grandkids.So we are driving them and picking them up from different activities including the sport classes.Recently we brought our granddaughter for gymnastics to ************ or ************* Our son's family including my granddaughter are members of Des Moines Life Time. My wife and I are not the members of this fitness club.To our surprise we've been denied to check our granddaughter in despite having Parental Agreement form filled in and received an approval from Life Time.We talked with general manager ******************************************* and he informed us that we have to be the members of the club to be able to bring our granddaughter to the ************* but for the Summer **** these rules are not applied (which is nonsense as this is the same fitness club and the same child). The manager said that this is to benefits of the children, so management will know who is picking them up. Check our IDs, we and parents are ready to sign any papers, but no grandparents have to be the members.In our opinion it is despicable that we have to pay membership fees just to be able to bring our granddaughter in and pick her up. We don't need to use club's facilities.It is a discriminatory rule against grandparents and extortion of money as your company do not leave us any other choice. There is no any other fitness club in ********** who have such a rule.We hope that you will be able to resolve this problem.Respectfully,****** and ****************************************** We contacted Life Time Head Quarters and local office in ********** without any results.

  Business response

  07/26/2024

  Hello ******
  
  Thank you for reaching out to us and also for sharing your feedback.  Our club management information is correct.  Life Time is not discriminating anyone, every company has processes and policies in place and Life Time has informed you of our processes and we understand you may not agree with it but that is our process.  Thank you again for sharing your feedback, we respectfully request to honor our process moving forward. 
  
  Sincerely,
  Life Time Account Support Team  

  Customer response

  07/29/2024

   I am rejecting this response because: Company response does not resolve the problem and only support their own discriminatory policy. Instead of looking at the essence of the problem company choosing the formal  meaningless reply. 
  
  
  

  Business response

  07/30/2024

  Hello 
  
  Thank you for sharing your feedback.  We understand if you do not agree with our process, and we feel the process that is in place is accurate.  Life Time has no reason to discriminate anyone, we understand our process *** not work for your needs.  Thank you again for sharing your feedback. 
  
  Sincerely,
  Life Time Account Support Team  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am needing both the kids club manager to phone me regarding this mornings drop off.The staff was not prepared to accept curbside at 7am (as it is listed on every publication that early drop off starts at 7am). I waited for 5 mins at the location, and no staff members were present.I went inside to drop off at the basketball courts, the young lady at the desk rudely started that she would take my son to the tennis courts. I was then informed that I was still required to go myself in order to provide a signature.I made it clear that I did not have the time to back track, and asked why the staff was not prepared to accept at 7:00 am but no answer given. I let the young lady as well as the front desk staff, that I needed to leave due to a work meeting that I was required on. I was rudely told that they would not accept my son if I did not provide the signature, despite the fact that the same issue occurred last week.This is the second time this has happened, in two weeks!!I am fully expecting a full reimbursement for today due to the LifeTime Fitness staff not having their side prepared at the time which is listed.I am currently left with the feeling of wanting to cancel the summer camps we are signed up for, along with my club membership. With the monthly dues that are paid in addition to the weekly fees paid for the summer camp I expect way better than what has been experienced today (and last week).

  Business response

  07/01/2024

  Hello *******

  Thank you for reaching out and sharing your feedback.  We have reached out to our club management asking them to reach out to you.  You should be getting a call back within 24-48hrs or sooner, if you do not hear back from the club management, and please call **************.  We appreciate you bringing this matter to our attention. 

  Sincerely 

  Life Time Account Support 

   

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my insurance paid $375 for 1 year membership to lifetime fitness and they say i have to have a debit card on file, but when i try to put 2 to 4 cards thru they deny all of they cause their system is having issues processing any credit cards or debit cards at all for the last 6 months processing any or all credit or debit cards. the membership is completely paid for by ******** UHC i gave them the code its paid for and they still said i cant come to the gym until their system processes credit or debit cards which has been since september last year i tried and didnt work either, reason my insurance covers 1 years paid for me is cause i have many health problems so i need to exercise at the gym. but today said i cant come if they debit cards or credit cards dont process when i said its paid for it my insurance should beable to workout until you get the debit cc system working on your computers and at corportate i even i called corporate **** said cant find me in the system and i told them to have manager call me and the manager never called me back today 1 hour later like they said would. to fix this problem so i can go work out. they are not suppose to charge my debit card for any of this so no reason they shouldnt allow me to workout til they get their systems working. ******** UHC PAYS 100% EVERYTHING FOR 1 YEAR THERE AND THEY REFUSE TO LET ME WORK OUT. THIS IT IS NOT FAIR

  Business response

  04/29/2024

  Hello ***

  Thank you for reaching out to us and for sharing your feedback.  We will have someone from Member Relations reach out to you regarding your concern. 

  Sincerely 

  Life Time Account Support 

  Customer response

  04/29/2024

   I am rejecting this response because:
  
  I HAVE BEEN WAITING 6 MONTHS NOW FOR THEM TO RESOLVE THIS, I WANT IT RESOLVED TODAY NOT IN ANOTHER WEEK.

  I AM SUPPOSE TO WORK OUT EVERY DAY TO HELP MY HEALTH PROBLEMS.

  Business response

  05/09/2024

  Hello

  Thank you for reaching out, I was informed **** from Life Time Corporate reached out to you and shared with you the options on correcting the issue you are having.  

  Sincerely 

  Life Time Account Support Team

  Customer response

  05/09/2024

   I am rejecting this response because: someone called me week ago **** she acted stupid like she knew nothing about the credit or debit cards working for the last 6 mths. when i told her ive talked to someone there and they said software is down at corporate, never got nothing resolved with me, they said they call me back , never did. all they got to do since insurance pays the whole bill $375 for the whole year is let me go workout, until they get the credit debit card to put on file, i dont understand why they try to scam people for a debit credit card to put on file so they can charge it after the year is up. that is not right its scamming customers for their debit credit cards to put on file, is not right to do this. when insurance pays it all for 1 year cause of reasons needed to exercise and they wont let me.

   

  
  

  Business response

  05/14/2024

  Hello

  No one from Life Time is trying to scam you, your insurance company is sending check to pay for your membership.  If anyone have a membership with Life Time you are required to provide an automatic drafting on file all times.  Members can provide credit card or a debit card to pay for their membership, all we can do is submit the information member provide to their financial institution and they have to release the funds and Life Time have no control of how we get paid for your membership fees.  **** was trying to inform you how Life Time credit card process works, we don't appreciate you calling Life Time team members inappropriate names and it is violation of Life Time code of conduct.     

  General Policies

  Proper Conduct policy: We strive to uphold a family-oriented environment. As such, we expect proper and respectful conduct on our premises at all times. We do not permit disrespectful conduct toward our members, guests, employees ("Team Members"), vendors, or property, including but not limited to: vulgar, profane, indecent, offensive, hateful, discriminatory, violent, hostile, aggressive, threatening, harassing, stalking, fraudulent, hateful, or other inappropriate conduct or communication

*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. ↩