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Initial Complaint
08/29/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My son has been enrolled in swimming classes at Lifetime ***** since July with a class time of 4:35 pm and I'd like to bring to your attention a recurring issue that we've experienced in the recent classes. On August 15th, there were five children in *******'s class, despite the initial information that the maximum class size would be three. This made it difficult for the children to effectively learn and benefit from the class. Although there were two instructors, the presence of five kids and the necessity to coordinate their activities hindered the learning experience and more importantly, safety of the kids can be a concern as exceed the capacity of the class and all of them in the same swim lane.Unfortunately, this issue persisted in the class on August 25th. Once again, the class exceeded its capacity, accommodating four children when the stated maximum was three. My understanding was that a friend's daughter couldn't attend, so the class should have remained within the specified limits. This consistent breach of the class size limit is concerning and impacts the quality of the experience for all participants. Even though, I have brought up this issue to the management level and they said will handle properly but still happened again during two weeks.In light of these issues, I'm considering lodging a complaint with the Better Business Bureau (BBB) to address these ongoing concerns. This situation not only affects my son's learning but also the overall reputation and integrity of the swimming classes and lifetime's professionalism. Sincerely,
Business response
09/05/2023
Hello *****,
Thank you for reaching out to us and also for sharing your feedback. We have reached out to the club and the club manager ****** has provided the below information;
I initially received correspondence from ***** after the ****** on August 15th.There were two instructors teaching a class that had over the 3 kids present.

On August 25th ***** and I spoke in person. My supervisor had added two individuals who showed up on the wrong day to the class. I had another instructor take the other individuals putting the class in ratio.
Thank you again for reaching out to Life Time, if you have any further questions please reach out to your local club.
Sincerely,
Life Time Account Support Team
Customer response
09/05/2023
I am rejecting this response because:

Hello,

Thank you for providing ******'s response, and I appreciate your assistance in addressing this matter. However, I would like to express my continued concerns regarding the recent classes and the handling of the situation.

While ****** mentioned that two instructors were present in the class on Aug.15 and August 25th to balance the ratio, I must emphasize that this issue occurred on two separate occasions within two weeks. The initial problem was that the class had more than the maximum allowed number of children for one instructor to manage. It is essential that the class is correctly staffed from the beginning to ensure the safety and quality of instruction for all participants.

Furthermore, my conversation with ****** on August 25th did not provide a satisfactory resolution, as there was no acknowledgment or proactive steps taken to address the recurring issue. The situation only improved after I reached out again via email to bring up the matter.

I understand that mistakes can happen, but I believe it is crucial for the club to take proactive measures to prevent such issues from recurring, rather than relying on corrective actions after the fact. The safety and experience of the children participating in the class are of utmost importance.

I kindly request that the club take this matter seriously and implement measures to ensure that class ratios are properly maintained in the future. I am willing to provide any additional information or assistance necessary to help resolve this issue and ensure a positive experience for all participants.

Thank you for your attention to this matter, and I look forward to a satisfactory resolution.

Sincerely,
Business response
09/07/2023
Hello *****

Thank you for your feedback, we will share your feedback with our club management team. Any additional information you would like to share please send it to Life Time Account Support ******************************.

Sincerely,
Life Time Account Support Team
Initial Complaint
08/25/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
When I purchased the membership 2 years ago, I was told that each of us 3 could bring 2 guests a month. In the beginning of the month, we brought 4 guests and were turned down. ********* said shed accommodate all 4 after I complained. Today we brought 2 guests and got turned down again because we arrived a few minutes after 9pm. Theres always something and I feel targeted. For the price that I pay, itd be nice if exceptions could be made sometimes for silly things like this and if they could honor what salespeople sold in the past. As a result, I feel that I couldnt even use the gym this month because I was so turned off and upset about what happened. I think itd be fair to receive a refund for this month that we were treated as if we were begging to get in. The company needs new management and better customer service skills. No one seems to care about how they make the customer feel.
Business response
09/05/2023
*******

Thank you for reaching out to us, you do not pay for guest access and you are allowed to bring a guest to the club courtesy of Life Time. The guest passes are not set up per person on the membership, its for the entire membership. We may restrict overall or individual guest privileges or guest use of the center at any time at our sole discretion, including limiting guest use to non-peak, family or open hours;restricting guest use of certain amenities, center or premise areas, or limiting participation to certain scheduled or special programs. Guest hours vary by location. All adult guests age 18+ must complete and sign an Electronic Guest Register, which includes a WAIVER OF LIABILITY, ASSUMPTION OF RISK,INDEMNIFICATION AGREEMENT, AND ARBITRATION AGREEMENT WITH A CLASS ACTION WAIVER and present a valid driver's license or government-issued identification card,which we use to verify guest information, track guest usage, and market or solicit as permitted by you and/or the law. Minor guests must have their parent or legal guardian sign the Parent/Legal Guardian Permission Agreement linked above and below or accessed in the Center prior to visiting the Center. Members must ensure guests utilizing a secondary entrance must check in at the front desk, sign or provide all executed forms and show proper identification to access the ******************* Policies, including the Guest & Club Policies,the Terms of Use and the Privacy Policy, establish policies, procedures, rules,regulations and other terms applicable to Life Time members and guests. Life *********** Policies are located on or referenced within its corporate website,which is currently www.lifetime.life. I agree that it is my responsibility to know and follow the most current Club Policies.
Thank you!
Life Time Account Support Team
Customer response
09/06/2023
I am rejecting this response because I believe its fair to receive a refund for the month of August, when they gave me so much hard time for me to use my membership.

Business response
09/07/2023
Hello
Thank you for your feedback, sorry to hear that you don't agree with Life Time response to your concern. We are not able to process the refund per your request.
Sincerely
Life Time Account Support Team

Customer response
09/07/2023
I am rejecting this response because this business doesnt care about how they make the customer feel.
Initial Complaint
07/11/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On June 2, 2023, those of us who are Life Time members through UnitedHealthCare and their fitness program Renew Active received this email from Life Time:Im reaching out with an update about our pickleball programming at ****************. As a result of overwhelming demand and our desire to ensure the best possible experiences for all members, a Signature Membership upgrade will be required for all pickleball access beginning July 6. Please note that this upgrade applies to all membership types currently without Signature access.If you would like to upgrade to a Signature membership providing you with access to complimentary pickleball open play, pickleball court reservations, *************** Training programs and priority reservations for studio classes, please stop by the Member Concierge desk.As always, I thank you for choosing to be a Life Time member.In health,*************************** | General Manager Life Time **************** P ************ So the problem is that, to my knowledge, the only group of people being forced to pay $80 more per month to upgrade in order to play pickleball (even open play) at Life Time are seniors whose memberships are through Renew Active. That is age discrimination! Even if we all upgrade to the Signature level membership, that doesn't solve their problem of "overwhelming demand," but to target seniors as the group to weed out is ageism.Of course we are trying to point this out to AARP, UnitedHealthCare, Renew Active, the Better Business Bureau, and Life Time's corporate office. What I'd like to see happen is for UnitedHealthCare/Renew Active to work this out with Life Time so that this benefit is not taken away from us. Many seniors in **************** switched to AARP ********************************************* specifically to join Life Time and play pickleball there. We're the ones on a fixed income, and $80 per month is just not doable.
Business response
07/17/2023
Hello ****
*** from ******************* Member Relations Team has reached out to you regarding the concern you brought up with Better Business Bureau. *** said he left you a voicemail requesting you to call him since you were not available to speak with him, you can reach *** at ************** and he will be happy to speak with you regarding your concern. Thank you for sharing your feedback and reaching out to us.
Thank you
Life Time Account Support Team
Initial Complaint
07/06/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
******************* a worker of yours in the *************** ******** location in the cafe or a nutritionist you refer to. I believe is using your company to solicit to be paid for *** by older men one by the name of *********************** there are many others
Business response
07/07/2023
Hello *********
Thank you for sharing the information, we will look into this matter, we appreciate you for bringing this to our attention.
Life Time Account support team
Initial Complaint
06/24/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Membership which cancelled June 2023. Per website need to give 30 day notice. Gave the appropriate notice however they still charged the full month while simultaneously denying access to the club. Please give us a refund of the last month.
Business response
06/27/2023
Hello ***
Per our conversation via phone yesterday, I have reached out to club GM and he is going to reach out to you regarding the concern you have.
Life Time Account Support team

Customer response
07/05/2023
I am rejecting this response because:

They have not yet contacted me or resolved this issue. Poorly run business with horrible exit policies.
Business response
07/07/2023
Hello ***

We apologize for the club management not getting back to you, we will reach out to the club again, since the concern you have need to be addressed by the club we need to have the club management reach out to you. We will have *** from Corporate reach out to you to follow up to make sure the club connected with you.

Thank you!
Life Time Account Support Team
Customer response
07/10/2023
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.
Initial Complaint
06/12/2023
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am one of the founding members at the ***********************************. Which now I realize was only a lot of lip service when I Joined and now only means I Joined in 2019 before the gym opened in 2020. I am lodging a complaint against the gym in ************ and the corporate office in ** as they have restricted me from going to my home gym in ************ (**), where I joined, and continue to pay the full membership fees to use. Lifetime took it upon themselves, without my consent, to change my home gym to another Lifetime gym that does not allow me access to my home gym in ************, where I live. Here's what happened...About a week ago, I reached out to the ** gym as I was having difficulty booking a class. At that time I was informed that ** was no longer my home gym, and I could not use this gym again until I joined the wait list and paid an initiation fee. I was also informed that they had moved my home gym to *************, which is not at the same level as ************, but a step down. I was told since I also use the ************* gym that they changed that to my home gym. They never reached out to me or sent any notification or consent to me to make this switch. There was No form of communication! In fact my membership fees had still been going up for the past year to match the current market that everyone else was paying to be a member at ** Lifetime, so its not like I wasn't paying comparable fees. I have now been reaching out the the General Manager, *****, at ** Lifetime and he has not emailed or called me back at this point. I also reached out to the corporate office in **, but they told me there was nothing they could do about this and i would have to contact the ** at **. They even sent him a message again on my behalf and I still have not heard back. I am a resident of ************ (**), and prefer my home gym to stay at ** even though I use other gyms when convenient. The fact that Lifetime made changes to my membership with out my consent or even without any form of notification is completely inappropriate and unprofessional and I'm not even sure if its legal. Since Lifetime does not seem to think this is important and wrong, I am looking to seek additional help & support, as I am sure there are others out there that have experienced this too and they should not be able to continue to do this to their members. Business should have to do the right thing, which is all I am asking.
Business response
06/15/2023
Hello *******
Thank you for reaching out, we have spoken with club manager ************************* and he has informed us that he had communicated with you regarding your concerns. ******* also shared with us that you were going to weigh out your options and call him back. Thank you for reaching out to us.
Sincerely
Life Time Account Support Team
Initial Complaint
06/12/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We started the membership with Life Time on 6/2/2023 and sent our 7-month baby to the Infant Room (part of Life Time's Kids Academic) on 6/4/2023 at the ********** location (**************************************************************************). They assured ** the one-on-one care to our baby over the phone, but when we arrived there, there were 2 adults present in the Infant Room, responsible for the supervision of 6-7 infants. We had to drop off our kid reluctantly due to other reservation. After ***** min, when we came back to pick up the baby, we were appalled to find her crying on the ground, her nose and eye brows visibly red from prolonged distress and more severely, NO STAFF MEMBER present to attend to her needs in the room. When we requested permission to enter the infant room, as we had done during the drop-off, the staff denied our access. Their refusal to allow us into the room shows obvious intention to hid the mistreatment our child endured.We tried to contact the facility face-to-face and over the phone, simply wanted to gather the video footprint to understand what our baby had suffered from the experience and to make sure she was not hurt during the time there. The staff members rejected our request and keep claiming that the baby was taken care of by two adults all the time. This is obvious not the situation that we saw by our own eyes when we were there to pick her up.
Business response
06/15/2023
Hello ***

Thank you for reaching out to us, based on your feedback we are sorry to hear about your experience. We reached out to the club and the club management has shared with us that they had the right ratio to look after Jiayin. Also the club has shared that the staff has informed you to please not to go in the infant room with your shoes on. ******** has shared that the reason Jiayin was crying when you arrived was because the baby was finishing eating and then spitting up. Not sure who informed you that our ratio was 1-1 because this is incorrect, in our infant room the ratio is 4-1. We always have enough staffing per 4-1 ratio based on the number of infants we have in the room. We have shared your feedback with the club and based on your email club management has shared the above information. Thank you again for sharing your feedback.
Sincerely
Life Time Account Support

Customer response
06/20/2023
I am rejecting this response because:

Thank you for your response, but we must express our deep dissatisfaction with the information provided. We believe there are several crucial factors that were either misrepresented or inaccurately addressed in your reply.

Firstly, while we acknowledge that a miscommunication may have occurred regarding the 1:1 ratio, it is important to highlight that our primary concern lies with the safety and well-being of our child. Contrary to your assertion, upon our arrival at ************ we discovered our baby crying alone on the floor, without any supervision or care. This abandonment placed our 7-month-old infant in a highly precarious situation, which we find utterly unacceptable.

Secondly, we find it perplexing that during the initial drop-off, we were explicitly invited to enter the infant room, and staff members were observed wearing shoes within that area. However, when we attempted to pick up our baby, a sudden rule change was enforced, prohibiting us from entering with our shoes on. This raises concerns about the potential attempt to prevent us from witnessing the lack of care provided. Regrettably, we already observed this from outside the windows of the infant room.

Considering the multiple inconsistencies in your response, we have lost faith in the credibility of your management team. We firmly believe that video surveillance footage would provide an objective account of the events and reveal the truth regarding our child's experience. Therefore, we kindly request the opportunity to review the video footage ourselves (or by Better Business Bureau (BBB) as an intermediary). It is essential to ensure that our child has not suffered any harm during her time at your facility. Additionally, if the video substantiates the lies we have highlighted, we expect a sincere apology from your management team.
Business response
06/20/2023
Hello ***

Thank you for your feedback, we shared prior information after speaking with the club management. When the children are dropped off at our ************ it is our highest priority to look after the children. Sometimes children can be crying due to the new surroundings that are they are not familiar with and we do the best we can to comfort them and make sure they are well looked after. We understand what you may have felt when your child was crying but we assure you our goal is the wellbeing of the children. Our ************ team members know that they are not allowed to wear shoes in the room and we will convey your feedback with the club management team. We also want to share with you Life Time does not let anyone see the video footage outside of Life Time, it is used for internal usage unless it is subpoenaed by the authorities. Thank you again for your message and as I said we will share your feedback with club management.

Sincerely,
Life Time Account Support.
Initial Complaint
06/08/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I submitting a request to lifetime to locate my account information as I used to be a member. I was looking to rejoin. They never got in touch with me. I am requesting contact from the business to find my account. Although based on this experience, I'm not entirely sure I will rejoin.
Business response
06/15/2023
Hello ************;
Reached out to member several times and left 3 voicemails and sent below email asking member to connect with me and we have not heard back from you. We are happy to help with your questions, please reach out to ** at ************** and please ask for Nan.

From: Life Time Account Support <******************************>
Sent: Tuesday, June 13, 2023 2:29 PM
To: *********************
Subject: ******************************* - **** - Better Business Bureau (BBB) Complaint

Hello *******

My name is *** and I?m with ************** Member Relations, I tried calling you and left you two voicemails asking you to call me. You had requested ** via Better Business Bureau (BBB) to connect with you regarding your prior membership with Life Time. Please give me a call at **************, please ask for *** and if I?m not available please leave me a voice mail letting me know the best time to call you and the contact number. Looking forward to speaking with you.

Sincerely
Nan
Life Time ? The Healthy Way of Life CompanySM
Customer response
06/15/2023
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.
Initial Complaint
05/17/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We prepaid tennis lessons on July 5th, 2021 for $3581.95. (8 private lessons and 13 tennis clinics)Our membership (*********) subsequently went on HOLD due to COVID health restrictions for over a year and 4 months. Membership is now reinstated and the prepaid credits for tennis have vanished or are not available. I was told over a month ago that this would be rectified as the membership was not in use? on hold due to COVID epidemic thus the tennis prepaid amounts should remain as well. The general manager, *************** has stated that all she can do to help is email the corporate office and corporate has had no response for more than 30 days.
Business response
05/22/2023
Hello *****
We reached out to your local club and the Tennis Leader ***** from ***** *************** has informed us that he has reached out to you. ***** said the club is working on from there end how they need to go about taking care of the concern. Thank you again for bringing this matter to our attention.

Sincerely
Life Time Account Support Team
Customer response
05/22/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be helpful in resolving the issue.
Initial Complaint
05/15/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I started working in **** and traveling all over ***************** chasing storms. When I first knew I wouldnt be coming back I called the gym to ask to have my membership put on hold. I was told somebody would call me back the next day. Nobody ever called. I waited a week called again, and the person I spoke with told me they would take care of it. I got very busy with work, so I never followed up Fast forward six weeks, and I get an email stating that if I pay my balance today they would cut it in half from $500-$250. Once again I called explained that I spoke with someone and they put my membership on hold, and I was told there was nothing they could do so. I asked them if I could make the payment they said all payments have to be made in person. I explained that I am out of state traveling, and will not be returning for more than a couple of months and yet again, they said somebody would give me a call the next day , as you may have guessed , nobody ever called.To this day, I still owe them $500. Ill because of absolute incompetence and people refusing to take payment over the phone.I will *** them if this hits my credit report. Im hoping that somebody over there with some sort of sense sees this complaint and gives me a call so I can settle my balance.
Business response
05/16/2023
Hello ******

Thank you for feedback, not sure who you spoke with at the club over the phone and if you can provide a name of the person we are happy to speak with the person. If anyone from Life Time spoke with you they would have added notes to your membership and I dont see any notes on your membership per your conversation. I do see a notes from 11/10/20 where you had called our club and our team member informed you of how to place the membership on hold and also how to cancel. You then informed the team member you were going to come into the club since we needed to capture a signature from you. Your membership cannot be put on hold over the phone, you wouldve had to do this in person or send a certified letter through the mail providing a 30-day notice and it was the same process that you followed when placed the membership on hold back in 2021.

The club cannot take a payment over the phone, if you received an email regarding a past due balance then you would need to call the number that was listed on the email and our ******* Services team would be able to assist/take payment over the phone. You can also update your payment method through our myLT.com site by accessing your personal account. You have not mentioned the timeline where you reached out to the club or the dates. As I said if you can provide a name of the person who you spoke with over the phone we are happy to reach out to that person. As I mentioned our hold process has not changed since the last time you put the membership on hold and the last time when you called via phone the club informed you they cannot put the membership on hold via phone and you had to come in to do so. We want to share with you that your current outstanding balance is $482.50, please call ******* Services at ************ to resolve your balance with Life Time. Thank you for reaching out to us.

Thank you

Life Time ******* Support

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