Complaints

• Initial Complaint

  04/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was charged for personal training services I did not use. 760 dollars were takin out of my account on March *******. I had two sessions of personal training that I did use and was pleased with but a week before my new sessions I had financial hardships and informed my Trainer through text that I could not afford 760 dollars for training. I was informed nothing could be done because it was only a week before. This is absurd. You do not get paid for free work you get paid when you provide services. My hard earned money is not used to provide to people for Free. I did not and will not use any scheduled sessions and I need my money returned to me. The club is stating they know I did not use my sessions but I still have to be charged. Do I have to cancel my membership to receive my refund. I need to be refunded for services I did not use and tried to cancel a week before once I learned my finances would change and I could no longer afford the 760 dollars.

  Business response

  05/02/2023

  Hello *****
  
  Thank you for reaching out to us, we reached out to your club Personal Training manager *** and he has provided the below information;
  We will be honoring the 8 sessions and I am comping her 8 sessions for all the trouble and want to help her get to her goals.  She agreed to do the sessions.  I spoke to her on Friday last week, 4/28
  We are pleased to hear that you were able to communicate with *** and able to come to resolution on your concern.   Thank you again for reaching out to **.
  
  Sincerely,
  Life Time Account Support

• Initial Complaint

  04/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  About a year ago I started a membership with Lifetime and paid for the pool access fee. At that time we were verbally told that it would be the only time this fee is charged, regardless of holds or cancellations on the account. My membership was later placed on hold due to inflation, as I was in a variable mortgage and needed to make adjustments. When the 6 months were up, we still were not 100% stable - but as of today we are back in our groove. I went to reinstate my membership - but it stated I had to pay the $100 pool charge again. I wrote an email, I was then referred to ******** at the lifetime Ajax location. The call started out fine, and honestly I get policies I work for a bank and deal with complaints all the time.What upsets me is a few things;1. ******** advised me that because I have nothing in writing from her staff there was nothing she could do, she went on to state she trusts her staff and they are well trained. I explained that I asked many staff, many questions and last year they were all confused on this charge! She stated while I cant speak for a year ago I was on mat leave. But now they are trained. This is so contradictory. So pretty much I was I liar.2. ******** advised me that, had I called ******************************************************** this predicament 3. You are now losing a customer based on $100 because I was 13 days past a cut off point 4. I was not returning in April for pool access, I was returning for the gym. Yes I would use the pool in the summer, but now - I will not return at all.From a business perspective and a customer perspective this all just seems absurd in my opinion. You are losing valuable customers with no exceptions being made. I feel the policy should be reviewed and ******** should be trained on handling complaints and making a customer feel as though she is lying.Thank you

  Business response

  05/02/2023

  Hello *****
  
  Thank you for reaching out to us through Better Business Bureau (BBB) we appreciate your feedback.  We appreciate you understanding our process on pool access fees.  We will take your comments and suggestions under advisement, we will have a conversation with ******** regarding your interaction with her.  We are sorry to see that you are terminating your membership with Life Time but understand your decision. Thank you again for your feedback and reaching out to **.
  
  Sincerely,
  Life Time Account Support

• Initial Complaint

  02/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business has continued to charge my credit card for purchases and services despite my written notifications. I am not a member of this business and have not signed any agreement under which services have been provided. The business has provided me with a contract forming the basis for the continuation of charges that clearly shows someone other than me is the signer of that contract.

  Business response

  02/17/2023

  Hello *****
  
  Based on your complaint with Better Business Bureau (BBB) we need to know whos membership you are paying for, please provide the members name, contact information or member number.  If you are not a member with Life Time or you are not paying for anyone that is a member with Life Time please file a dispute with your credit card company. If you are paying for someone that is a member with Life Time than means the member has not cancelled their membership following the Life Time cancellation process per their General Terms Agreement with Life Time.  Life Time cancellation process; member can stop in at the club and sign off on a cancel or send a certified mail letter to the club requesting to cancel the membership.  If member calls the **************** we will provide a link where the member can cancel the membership on their own.  The member does have to give a 30-day notice to cancel the membership per Life Time General Terms Agreement.  If you have any further questions please contact our ************************* at ************.  As I said without having any information on who you are being charged for we are not able to provide any additional information. 

  In good health,
  Life Time Account Support Team

• Initial Complaint

  01/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  have always loved Lifetime. Ive been a Lifetime Member for over 4 years now. However, an incident happened in the Sauna this past Saturday evening January 14. I was Physically assaulted and harassed by a Lifetime Member who was on steroids. I was assaulted in front of another lifetime member in the sauna, and on another occasion in front of ***************** None of the workers seemed to care or are taking this lightly.Its all on camera footage. Lifetime Corporate decided to Suspend my Membership for 30 days and this was the day after I spoke to the ** *****, he never once mentioned this to me. His reasoning, is because I got police involved, and therefore ** getting punished for speaking up about the assault that happened on Public Property at Lifetime. Were they really expecting me not to involve the police? Lol And this is how you treat your loyal members? And that speak up about being assaulted? This makes me feel like I should have not spoken up, because now I cant go to my gym anymore. How are you guys going to punish someone that was assaulted and came forward to say something? Not very happy about how this situation is being handled. I feel like ** being treated poorly for speaking up about a crime that occurred at Lifetimes **************** Facility. I will be contacting my lawyer.

  Business response

  01/31/2023

  Hello ****,thank you for your feedback, we are looking into this matter and once our investigation is ************** Time will reach out to you directly. 
  
  Sincerely,
  Life Time Account Support Team

• Initial Complaint

  01/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are paying a membership which allows us to have a family locker room. Men go through there without children. They do not abide by privacy laws. An employee by the name of *******, allowed in a man with no children to use the family locker room that is a clear violation of their own rules. When I asked why she is bringing him to the kids locker room, she simply said well he couldnt go to the restroom because he had injured his leg. I asked her why is he not using the disabled restroom in the mens locker room. Her response was unacceptable. *** already complained about men using the locker room for children multiple times to their management at *********. Now, I need to speak to corporate, but no one is available in the corporate office.

  Business response

  01/16/2023

  Hello ********
  
  Thank you for reaching out to us, we appreciate your feedback and we will partner up with the club regarding the concern you brought up.  *** from Life ********************* will reach out directly to you once we have the information from the club.  Thank you again for your feedback.
  
  Life Time Account Support Team

• Initial Complaint

  12/26/2022

  Complaint Type:

  Service or Repair Issues

  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:

  Service or Repair Issues

  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:

  Product Issues

  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:

  Service or Repair Issues

  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:

  Service or Repair Issues

  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?

  
  

*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. ↩