Complaints

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter has a private swim ****** from this gym. She was in group ****** and 2 years ago the aquatic manager ******* changed the policy to no make up classes for group ******s. At that time, makeup classes are arranged between the availability of swim coach and student for private classes. My daughter has been switched to private ****** since then. Our classes got cancelled for different reasons last year and we did not reinforce to get the makeup classes since we have a very busy work schedule ourselves. We then let it go without getting the makeup classes. Last year Lifetime again closed on holidays 12/25 and 1/1. Both fall on Mondays when my daughter has swim ******s. There is also a class on Jan she missed due to she was not feeling well that day. We let the coach know the day before. My husband has been working closely with the coach trying to find date and time for makeup classes. It was a lot of back and forth due to the coach is not available. On Monday 2/19/24, my husband took my daughter for swimming ******. He was told by the swimming coach that there is no makeup classes and it is lifetime policy. My husband called and spoke to the manager ******* about this issue since he was told that she is the one making the policies. ******* told my husband that there is no makeup classes even for private ******s. According to her, this is a policy created by lifetime corporate office. My husband called several other lifetime locations and spoke to ppl from aquatic department. He was told that there is no such policy and as long as the coach and student can work out a schedule, it is between them to set up for makeup classes. He was also told that as for holidays, they usually will not charge for it, use as credit toward next month, or do makeup classes. However, this is not what ******* told us. I cannot justify how it is reasonable for us to be charged for holidays when lifetime was closed. It was us who chose not to go! Why would we pay for classes that did not even happen!

  Business response

  02/29/2024

  Hello *****

  Thank you for reaching out to us, we appreciate your feedback, and we will reach out to you via phone to get your membership information for us to look into the below concern.  Someone from Member Relations will reach out to you within 24-48hrs or sooner.   

  Sincerely, 

  LifeTime Member Relations 

  Customer response

  03/04/2024

   I am rejecting this response because:
  It's past 24 hours already and nobody from lifetime has reached out to my husband or me. I also reached out to the lifetime general manager in *********** ** several times when this happened...She also has not gotten back to us as well. It seems like Lifetime is not trying to communicate with us regarding to this matter. very disappointed !
  
  

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested a pause in my gym membership in October of 2023 due to the birth of my child. The gym confirmed receipt of my request. Myself and my wife sent three emails to enquirer why I was being charged. We received no reply. I spoke to the front desk manager in person, they said it was a mistake and they would reimburse me. No reimbursement was received. A few weeks later we contacted the concierge manager again, and they finally replied asking for documentation. I provided documentation. Again no reimbursement for was provided. I would like to reimbursed for the months of October, November, and December.

  Business response

  02/15/2024

  Hello

  Thank you for reaching out to us, we did reach out to the club management, and they have informed us that they have contacted with you and resolved your concern. 

  Sincerely 

  Life Time Account Support Team

• Initial Complaint

  02/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Pickleball program mismanagement at Lifetime ***********.The pickleball coordinator goes on vacation and the open play sessions usually scheduled are cancelled - no opportunity to play pickleball while she I away. All courts are reserved a week in advanced, booked within seconds when they open up at midnight. Other staff go on vacation/yoga/cycle/etc, staff substitutes are paid and programming remains unchanged. For nine days, due to mismanagement (ongoing for months) and failure to get a substitute for the staff that went on vacation I was unable to use my membership and requested a credit from the General Manager, she denied my request. Family Membership is over 400 per month and I was unable to use it for one third of the month due to circumstances/failures by management at the *********** location. Breach of contract occurred. Family members stayed up until midnight and could not secure any courts or play in open play due to it being cancelled because of staff vacation

  Business response

  02/08/2024

  Hello *****
  
  Thank you for reaching out and for sharing your feedback.  We have spoken with the club General Manager, and she said she has spoken with you regarding your request, and she stated she informed you that Life Time will not issue a refund per your request.  We are not able to override the club General Managers decision. Our Pickleball program is very popular, sorry to hear you were not able to secure a court time and it is set up based on first come first serve. Your membership is not charged based on one aspect of the club, you are being charged for the entire facility and how you use the club would be up to you.  ********** decision is final on your refund request, this matter has been resolved per Life Time.  Thank you again for reaching out to Life Time.   
  
  Sincerely,
  Life Time Account Support Team

  Customer response

  02/08/2024

   I am rejecting this response because:
  
  Lifetime breached the membership agreement. Pickleball is part of the membership and it was not available because a staff member went on vacation (other programs are available despite staff vacation) The general manager is mismanaging the pickleball program and I escalated because she would not acknowledge the issue. There are many complaints about this. I have been a member for 7 years, this hasnt happened before. I deserve a credit for the period the pickleball program was not available. This is a lifetime *********** issue, ****** and Ajax manage the program properly.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son (one year old) is grouped with all kids of different ages and not being watched. Markers he has eaten several times (which are not allowed in smaller tot area) and has fallen from high play things, coming home with bruises. We were called because he pulled his pamper down and when my wife arrived to help him, the staff at the kids academy locked him in the restroom with his pants down unattended and the water was left running from the sink and all over the floor. My wife said he almost slipped and fell attempting to get to her when she opened the door with his pants and pamper still around his ankles. This is not how you treat small children and especially not from a child care center.

  Business response

  02/06/2024

  Hello *******

  Thank you for bringing this to our attention.  We have reached out to the club management team and once we know more information, we will reach out to you directly. 

  Thank you for your feedback. 

  Life Time Account Support team

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 16, 2023 I signed up for a Life Time Fitness membership for myself and my husband at the Buckhead *******, ** location. In July, my younger brother (who I'm financially responsible) moved in with us for graduate school and he was added to our Life Time membership. From July until January '24 Life Time fitness was billing me $459/month for a Life Time Signature 3 membership and there were no issues with the club. As of January ****, my younger brother moved out and my stepbrother replaced him on our membership and this is where the issues began. When he attempted to access the club without me one day, he was told that he could not be on the membership, had been removed and would not be provided access to the club. As of today 1/25/24, the General Manager (*********************************) has canceled my entire membership because we added my stepbrother back on the app as a "Secondary" member, which according to the definition of a "Secondary Member", he qualifies as such. At this time, I do not wish to rejoin Life Time Fitness as the rude nature of ********************************* and other staff members we've encountered. However, given the fact that we paid for over 6 months of the membership when it wasn't supposed to be for 3 people, and the fact that my membership was canceled prior to the end of the billing cycle, I am requesting that Life Time at least refund me for this month, and if not, the other months that we were paying an additional $79 for a member that supposedly was not to be allowed on our membership, despite qualifying under their guideline as a "Secondary" member.Lastly, I also expect a written apology from ********************************* for his gross negligence in allowing this to continue for over a half of a year and his incredibly rude temperament on a phone call on 1/25/24.

  Business response

  02/06/2024

  Hello *****
  
  Thank you for reaching and for your feedback.  Life Time has terminated your membership due to your violation of Life Time protocol, we gave you directions letting you know that you cannot add the person back onto the membership and you disregarded the direction and did it anyways.  Life Time has informed you of the infraction that was caused by you and the club spoke with you several times regarding this.  Life Time will not be able to issue a refund per your request.  ********** decision is final on your membership, Life Time determines the membership and Life Time has the right to terminate the membership when the member violates Life Time protocol. Life Time will not talk about this matter going forward, we wish you all the best.
  
  Sincerely,
  Life Time Account Support team       

  Customer response

  02/08/2024

   I am rejecting this response because:
  
  As stated when I spoke to Life Time, I did not receive any communications from them prior to the membership being revoked. The correct thing would have been to call me to discuss or have someone discuss with me in the club, which was never done. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had enetered a race with Life Time Athletic Events back in 2019. It is called the ********* Heavy Half Trail run in ********* ********. That year I had deffered the race to another year and paid a deferall fee of $34.30. The year after the race was canceled for Covid-19, then a year later it filled up and I couldnt register. I still have the deferall, however the race director told me that its too late to use it. I am now out of 100 paid orginally for the race + ***** paid for the deferall.=$1***** Thanks,*****

  Business response

  01/08/2024

  Hello *****

  We have reached out to our Life Time Athletic Events team, they are looking into the concern you have brought to our attention.   They have your contact information, and they will reach out to you.  Thank you for reaching out to us. 

  Sincerely 

  Life Time Account Support Team

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/1/23 requested to pause membership through app. Finished discussion in club and it was confirmed. 12/7 called club to confirm why not paused and was not given any helpful resolution

  Business response

  12/11/2023

  Hello *******
  
  Thank you for reaching out and sharing your feedback.  If you did a change to your membership via the app you would have received an email confirmation letting you know your request has been received.  If you do not have a email confirmation from Life Time than your request was not completed on your end. 
  
  Sincerely,
  Life Time Member Relations 

• Initial Complaint

  12/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called to cancel my membership because I was getting open heart surgery. The gentleman convinced me to go on a medical leave and did not tell me my membership would automatically resume. I don't regularly check my email so I had no idea that they reinstated me and continued to charge me.

  Business response

  12/06/2023

  Hello ****
  Thank you for reaching out to us and for your feedback.  We are sorry to hear about you having to have open heart surgery and we wish you all the best in your recovery.  Life Time did process a refund on 12/1/2023 for $371.07 back to your **** **** for Nov and Dec dues due to medical.  We can only keep the membership on a medical freeze based on the timeline that is indicated on the doctors note and the membership will automatically reactivate once the freeze is up.  If you would need to be on freeze longer an updated note is needed to extend the freeze prior to reactivation.  Its up to the member to keep up with their email notifications.  Life Time cannot issue a refund based on your request.  Thank you again for reaching out us, per Life Time this matter has been resolved.
  
  We wish you well!
  
  Life Time Account Support Team

• Initial Complaint

  11/27/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I've been a member of the Lifetime gym since early this year. When I went to cancel my membership due to not utilizing it sufficiently approx 3+ months ago, the front desk at the ** Sky location offered that I could, as an alternative to cancelling, maintain a digital membership during a pause and receive the benefit of 1 visit to Sky per month, with additional visits for $25 per day. This seemed favorable, so I opted to maintain the membership. The main phone number (non-location-specific) had also informed me that there was not a limit to continually pausing a membership, keeping it as ********** planned to maintain a pause on my account until able to frequent the gym as I had previously.However, when I called the Sky location today to confirm the benefit offered to me by the front desk, which prevented me from cancelling the membership, I learned this was no longer the case. I mentioned that the Sky front desk had provided me that option (1 free visit per month and $25 per additional) during the pause, and that it was arranged with me in-person on the day I paused. *** called me back shortly after, this morning, and stated the following during our conversation:"that's actually not a thing anymore""changes happen quite often....corporate decision"I asked if I could appeal so that the offer could be honored. "unfortunately it's not a thing anymore....we can't honor it at all"Ideally, I'd like for the offer to be fulfilled as promised. I kept this membership open and had an expectation that they would be able to follow through on the arrangement which seemed very typical when it was provided as an option to me. I paid with the intent of keeping this option available. Lifetime should not make an offer and then rescind the benefits agreed upon. I would like to receive the membership arrangement which was agreed upon and which seemed to be further validated during my phone call with them today. Paying $1000+ this year, yet this service.

  Business response

  12/06/2023

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

  Thank you for reaching out us and sharing your feedback.  We have reached out to the club manager, and he will be reaching out to you regarding your concern. 

  Thank you

  Life Time Account Support Team

  Customer response

  12/13/2023

   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.

  The manager from the local club offered to fulfill the terms that had been previously agreed to and acknowledged the promises that had been made by both the main number and his location. Given that he offered to be personally involved in managing my membership and fulfilling the terms, I do not see any remaining issues. 

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Deadifts and squats are a big part of my wellness so I chose Life Time Fitness due to the amount of squat racks and platforms. When I signed up I was never told a whole section of the gym will be closed off for classes even when they aren't using the whole area. I have had multiple workouts after 6pm where I don't get to squat or deadlift because they have the whole are blocked off and the increased members taking up other stations. I decided to change it up and go this morning at 5am. I walked in and the area was not blocked. I began my triple sets and right after I finished the 1st set I was stopped by "******" who asked "do you have more sets." her response to my yes was "I need you to move down there because we have a class" in a very ***** tone. I said OK. When I got to the other rack I saw everything was out of size and the bar wasn't there. So I went back over and let her know I'm on a timed workout and don't have time to take everything down and reset at another rack. She then snapped at me while pointing at the rack "next time read the sign that says when we have class." I said if it's open I am going to use it. At that point I was frustrated and mouthed loud enough for the student mean mugging me to **** "I pay extra money for the extra space and now I'm told I can't use that space." she barks at me "sir I pay money too and want to have my clases" All while she had her own personal station. At the end of my triple sets I walked over to Stormy so I could see her name tag. At that point she yelled at me and said "my name is stormy and you can go downstsirs and tell ____ everything" in a mocking tone. I told her she's rude AF and she needs to learn how to talk to people. As I walked away I heard her and the student hysterically laughing very loudly. While I may be brown and look different, I don't deserve that type of treatment.

  Business response

  09/27/2023

  Hello *****
  
  After speaking with our club management, we were informed that you had spoken with Stormy at the club and she gave options of places to work out (the last rack at the end or other racks right outside the studio) and time to do that.  Also Stormy informed that our schedule of classes is posted on each rack and that classes are only in that space at those times, also leaving non class times open each day.  We appreciate you sharing your feedback.
  
  Sincerely,
  Life Time Account Support Team   

  Customer response

  09/27/2023

   I am rejecting this response because:
  I they did nothing to address the unprofessionalism I experienced at the club. And they gave false information that only the areas being used are being blocked off. This was clearly just dismissed by their experience team and have no desire to resolve in a professional manner. 
  
  

  Business response

  10/03/2023

  Hello

  Thank you for sharing your feedback and we have spoken with the club regarding your concerns.  Based on your information we sorry for your inconvenience and we will handle this matter internally within our organization.  

  Thank you!

  Life Time Account Support Team 

*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. ↩