Anonymous
map-marker Cranberry, Pennsylvania

Customer Servivve Hung up on me

I went in to Warrenville location to cancel on Aug 1st ( 30 day notice as they had told me when I signed up for membership an year back) and they told me that I had to pay for Sept as well. I called to talk about this and they connected me to "member service" and some Christa picked up, after I asked to connect me to her supervisor she just hung up on me. So much for the money they are looting - and apparently I have to pay even if I do not step my foot into their center.
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Loss:
$120
Young Diw
map-marker Phoenix, Arizona

Company Policy Employee Morals

As a member of lifetime fitness in Arizona, I experience two of the trainers that I worked with who had affairs with other Life Time employees. As their client, I knew that both of these trainers were married with young kids.

What makes it so sad in one of these situations is that the company allowed their relationship given the circumstances and even promoted one of the individuals involved. I understand that adultery is a regular occurrence, but for a company to have knowledge of it allow it and then to continue to employ and even promote one party..? Questionable when the company...

Life Time also promotes family and overall well being. One of these employees even had a large client base that had met the spouse and children involved.

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Boycott L
map-marker Chicago, Illinois

Low Class, Contemptible Customer Service

LifeTime Fitness - Low Class, Contemptible Customer Service
I had a situation come up where I had to go home for a month to take care of my dad after a heart attack. Linda (Bianconi, I believe her last name is,) the "customer service" person at Life Time Fitness in Burr Ridge refused to place my account on hold, because I did not know if I would be back. She said this service was only to maintain good will with customers, and if I was no longer going to be a customer, then there was no reason to extend that courtesy to me. I called the Life Time Fitness corporate office in Minnesota, where a customer service person there yelled at me for expecting any consideration for my situation, because there are no exceptions to the rules. I wasn't asking for a free month or anything like that, only that I get what I was paying for. I told them I would be away for a month and that I did not mind paying the full price when I returned, but she said payment was not based on usage. She was unhelpful and unpleasant. When I commented on how rude she was being (admittedly losing my patience and telling her she owed me an apology,) she told me that she had absolutely nothing to apologize for, that she was educating me. She then went on to talk to me in a very insulting manner for a few minutes, before I finally commented that what goes around comes around, and hung up on her. The fact that these people would add to the stress I am under and yell at me at a time when I am already under a great strain"”just so they can have my $80 for the month I am away"”is unthinkable. These are the people who are representing you and your company. These are the types of people that engender ill will towards Life Time Fitness and associate poor customer service with the Life Time Fitness brand. I found this thread full of customers who have had similar experiences, and felt compelled to add my story to theirs. The type of behavior those Life Time Fitness employees exhibited is unnecessary. Everyone has a job to do, but the way these employees have gone about doing their jobs is blatantly offensive and low class. They made enemies for life, whereas they could have made loyal customers"”all for $80. I have canceled my Life Time Fitness membership. The $80 they are getting from me while I am away will be the last $80 Life Time Fitness will ever get from me.
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Loss:
$80
13 comments
Guest

There trash balls, it wont change cause they got a line to use just there showers and at times the toilets? Poverty wages means gyms that are clean become the new homeless camp just like the libraries they are just that homeless and mentally unstable

Guest

There way smart cause a line to use the toilets and showers? Your just not a smart person, I smiling big I used to be a member but I lift at home now, I smile everyday now since quoting, I even sneak in after a few years have past just to see what's there at this gym? its going downhill big time but with the homeless at record level this gym will always have a line at even the toilets its like the library mostly homeless freaks

Guest

How the heck are they supposed to know you are telling the truth. Everbody has a sob story and their own personal selfishness where the terms they agree to no longer apply to them.

You wonder why prices are so high?

To all who don't keep up their end of the deal, businesses lose money. Wah, wah, wah, go cry in your beer!

Guest
reply icon Replying to comment of Guest-876798

Your logic is ***...read the first paragraph. ***!

Guest
reply icon Replying to comment of Guest-910563

I agree with "How the Heck". Non use of a membership, no matter how long you've been there does not mean you get a refund.

Just because you are going away, for whatever reason, vacation or a sick relative, means nothing. Most gyms will accept a doctor's note for the member only, but not a doctor's note for a friend.

Life happens. Deal with it. You want special consideration?

So does everybody else! I hear all kinds of stories. Only member documented medical are accepted virtually everywhere. OMG, and to add to your personal pain?

Get real, HOW THE HECK are they supposed to know. Everybody lies to get out of their responsibility.

Read your contract. They hold up their end, you hold up yours, pay or cancel.

Guest

please don't think that all life time employees are like this. poor management is to blame.

i kno that there are employees that want to make your life easier, but also want to keep their jobs. when their managers are like the woman you described, its hard to stand up to her because they will get in trouble

Guest

well put, your reponse. Ive been a member for 4 years, i love the gym and the brand it promotes.

however, there is one major area in all these years where i have nearly canceled my membership--and it is becasue of an employee who is passive aggressive, rude, non customer service orintated, or outwardly aggressive toward me. there are many, many younger hired ppeople who are NOT given training in how to use emotional intelligence with guests, how to conflict resolve, how to respond to members..these are people you might hire after they worked at a call center and routinely cursed and hung up on people. they bring their bad habbits to your good compnay and they are left to run amok the front desk and really burn people up. some are ever really passive aggressive and have a smile on their face the entire time they are insulting you in a sing song voice.

of all the companies, gyms, centers ive been a member to, lifetime fitness has the worse rate of these toxic workers ive experienced anywhere.

i would highly recomemnd working with a training course and a follow up random mystery member grading employees on perfromance in terms of how they represent the name lifetime. you are losing loyal people by letting losers handle your desk and call centers.

Guest
reply icon Replying to comment of Guest-525236

You really want high training for a minimum wage job. How about the customers?

Staff are ALWAYS being called rude, but they aren't allowed to fight back. Customers, on the other hand, feel they can F this and F that, berate you, yell ans screen. Lets spend some time training customers on how to be nice. I'll bend over backwards for nice, BUT I WILL NOT REWARD RUDE!

They'll get a list if "I'm sorry are unable to comply with your request". Good customer service does not mean the "customer is always right", you'd go out of business in a heartbeat and lose your employees if their job was to get yelled at and take it all day for $7+/hr.

Guest
reply icon Replying to comment of Guest-876803

So true, customer service workers are not paid well, but yet have to tolerate constant bashing and asking for favors and to bend the rules "just this one time", or a sob story to bullying when that doesn't work. Employees can only do so much, but trust me we are much more willing when a customer is polite, and treats the employees with some gratitude and respect to go above and beyond to help.

Guest

I'm glad to have read this as I was considering what it would be like to join LifeTime.

More consideration.

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Dariyah Tup
map-marker Parker, Colorado

Unfair Billing Practice

Lifetime communicated to me that membership cancellation required a full billing cycle's notice. So on the 1st of the month I notified them that I was cancelling my service because I was moving. I was informed that I would be billed for 2 months because I notified them on the day I was billed, not the day before. Therefore, they are receiving a full months payment from me even though I will not be in town to utilize the facilities. They could have easily removed the charge to be fair, but refused to and as a result have lost a customer for a lifetime (pun intended). Buyer beware!
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Loss:
$145
4 comments
Guest

Dealing with a similar situation with these *** now. They can bill me and if they report me to a credit bureau I'm suing their ***.

Guest

There is more to running business than just "You should have read the agreement YOU signed"!!! & also is more than just paying online ad agencies to hide the NEGATIVE comments which lifetime is doing.

They shouldn't treat customers as if they have SIGNED 10 COMMANDMENT. Sometime you have to satisfy 1 customer to get 10 more, but lifetime is set up for failure,and they are trying to maximize short term gain,beside what is reason holding people to pay extra month?

Thank GOD this is free system and people have more choices. I will take my business elsewhere.

Guest

You should have read the agreement YOU signed

Guest
reply icon Replying to comment of Guest-673295

Read the above

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Hailey Qwo
map-marker Charlotte, North Carolina

Unorganized, treats customer as if they are wrong

In January, I went to cancel my gym membership due to financial constraints. Because this gym is so expensive and has so many rules with the way you have to cancel, I went ahead and did it as soon as possible. When March rolled around and I was still being charged, despite going to the location and signing all paperwork, they were basically saying it was my fault for not keeping some copy of the cancellation paper. I'm not even sure that I was given a copy. Apparently they aren't the most organized so who is to say that I received on in the first place. Why aren't they up-to-date enough where they have a system to place it into in the first place? Well they do and just did not enter that information and called me a liar. I called the corporate number and they treated me the same way. I don't understand why they think I would lie about it and treat me as if I have done something wrong. They're continuing to steal from me though I am in college and I have NO money to steal hence why I canceled it in the first place. WORST customer service I have ever encountered. I was looking to rejoin after my financial situation changed, but that is definitely out of the question. My advice is to stay away from anything affiliated with that company. They're expensive and rude.
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Loss:
$70
Anonymous
map-marker Minneapolis, Minnesota

Cancellation not honored - kept my money a month

I signed up on a Wed for a membership. I went back in the following Monday to utilize the 14day cancellation policy. They went ahead and charged me the next month, even tho they had plenty of time to put thru the cancellation. When I questioned 'Kevin he gave me the run around. I called back a 2nd X, this person told me it was never ran. Called Kevin back 3rd X, left message, no response. Calling again today........ they're not in such a hurry to provide service when you're not paying. Kept my money now over 3 weeks when it should not have been taken out in the first place.
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Loss:
$90
Anonymous
map-marker Cherry Hill, New Jersey

Beware...LifeTime's Cancellation Policy

I am NOT impressed! When I started I was informed I would meet with a trainer and receive the low-down on my weight, BMI, and how to use equipment. First off, the fitness trainer was not in shape, secondly she lost interest in the conversation and started talking super-fast to get rid of me when she realized I wasn't buying what she was selling, training sessions. Also, I signed up for a month-to-month as I am temporarily living in the area and was told to cancel within 30 days. I had not been to the gym the last week in February and figured to cancel end of March I had time. When I tried canceling on March 3rd they claimed I could not as their billing period is "by the month". Funny, you can join and get a pro-rated amount, but not for canceling. Needless to say, I spoke with the GM,he said he would send my request to corporate, which never occurred and no further response. I will not return to this gym in the future and advise folks to beware!
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Loss:
$63
Arel Qqo

Unreliable transaction system and terrible customer service

Updated by user Feb 26, 2013

Thanks for your kind comments, Sharon. When I went into cancel my membership at my local club, the woman I spoke with was very kind and couldn't understand why someone at their corporate office would be so rude. Anyway, I've been able to resolve my issue with...

Updated by user Feb 20, 2013

"Anonymous": Are you saying whatever to me and using junior-high emoticons to me or to LT? Are you one of their employees?

:roll You must be.

Otherwise, why would you denigrate someone's complaint about your precious company? Rest assured, my complaint with the BBB...

Original review Feb 20, 2013
I fell behind with my Lifetime Membership and I owed about $200. So, I called LT and set up a payment plan to pay off my outstanding balance.

I agreed to pay them $50 twice a month until it was paid off. I also agreed to a Flex membership at $10 a a month. Everything was fine until the payment came due for 2/15. I never saw LT post a transaction to my account for the amount due on 2/15.

My account is set up such that all automatic transactions that are not covered by the balance incur a $15 overdraft fee hold and if I don't add money to the account to cover it within 24 hours, then the overdraft fee stands. This morning (2/20) I had a $111 charge from Lifetime Fitness. I called customer service and talked to this "lady" whose name I think was Katie. She told me they tried to take the money out on 2/15 two times and it came back as insufficient funds.

That's what her computer said. That is a lie. I never saw the transaction go through on 2/15, 2/16 or any days prior to today. If it had shown up in my pending transactions and there hadn't been money to cover it, I would have gotten an overdraft fee for each attempt.

Then she said they tried to call me about it and they couldn't get in touch with me. I have checked my missed calls and I didn't see any calls from them. So, where do they get off making an unauthorized charge to my account. This customer service rep got very snippy with me when I tried to explain the situation to her, and she kept saying it came back as insufficient funds.

No, it didn't. If I had $111 in my account, doesn't it stand to reason that I also had $50 or $60? Anyway, they got their *** money. Katie told me I was threatening her and then cut me off and transferred me to her supervisor, Ryne Erickson, and told me to leave a message for him, which I did.

I also called back and got another customer service agent, Shawn, and he was more reasonable. I suppose since now they have their *** money that they won't call me back. I filed a complaint with the BBB about this. This actually happened to me a couple times before when I had the regular membership.

I never saw the transaction go through and then they'd send me a letter saying that there were insufficient funds. I think LT's payment system either has a bug in it or they're trying to scam people out of money.

Don't sign up with this gym.
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Loss:
$111
3 comments
Guest

I am very sorry to see this happen to you. Unfortunately, this is what Life Time has come to now.

As a former Departmental Head, I can say I've had to disappoint, frustrate, and lie to customers many times. Not because I want to, but because I'd lose my job otherwise. Corporate continuously finds ways to cut costs at clubs, whether it be in customer service, amenities, or just not giving the club what it needs. Their employees are disgruntled and unmotivated because they are overworked and underpaid.

Many of them may only see a raise if state minimum-wage goes up.

I advice you to call the corporate office and express your frustration to see where that takes you. Again, I'm really sorry this happened to you.

Guest

whatever. :roll :?

Guest
reply icon Replying to comment of Guest-611949

"Anonymous": Are you saying whatever to me and using junior-high emoticons to me or to LT? Are you one of their employees?

:roll You must be. Otherwise, why would you denigrate someone's complaint about your precious company? Rest assured, my complaint with the BBB is now on file with them, and I am going to cancel my membership. Lifetimes has 204 billing complaints with the BBB.

:cry So you have fun with that. It's not just me. All Lifetime cares about is their money. I'll be so glad to end my experience with them.

They high-pressure you to join and you can't dispute anything with them because they know all, and their billing system is so screwed up, they accuse you of not having the money to pay when they do. Then they tell you you're lying because their computer knows all. I hope the girl I talked to this morning and Ryne Erickson lose their jobs. Is your job at Lifetime just to sit around and troll the PissedConsumer boards.

Oh, my complaint with the BBB should be online soon. Kthxbye.

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Edina Sgl
map-marker South Jordan, Utah

Over Billed

Lifetime Fitness continued to bill me for membership fee's even though I turned in a letter PERSONALLY to cancel my membership. When they refused to remove the bill I contacted the BBB. Lifetime Fitness had an opportunity to correct their error and chose not to. I am now on a mission to make sue EVERYONE knows that Lifetime Fitness are money mongrels. They do not care about customer service, they only care about your money. DO NOT GO TO LIFETIME FITNESS AKA MONEY MONGRELS.MONEY MONGRELS.MONEY MONGRELS.MONEY MONGRELS.MONEY MONGRELS.MONEY MONGRELS.MONEY MONGRELS.MONEY MONGRELS.MONEY MONGRELS.
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Loss:
$200
1 comment
Guest

I wish I would have read this before joining because they did the same thing with me! Lifetime fitness personnel are great bunch right up to hearing the "nasty" word "Cancellation"!

The magic word "Cancellation" brings the Mr.Hyde character out of Dr.Jekyll that they portray to have. AVOID, AVOID,AVOID

Anonymous
map-marker Phoenix, Arizona

Horrible Customer Service Managers!

I had a prepaid 6 month membership through my brother for my birthday, I just had to come in and finish signing paperwork and then get my card. I didn't end up using it much past summer so I went in when I thought the membership might be close to being up to make sure it wasn't continued. There was not a single person that could help me because they were in meetings (I hadn't been in for 3 months) and the original person to handle my account had left. So, they gave me the managers name to call. I called and left a message. He never returned my call. A month later my brother got charged on his bank account so I went in to talk to the man I left a message with and make sure it was canceled. He was COMPLETELY rude and said he would call me to see if he could do anything to reverse the charges. Of course he never called but his manager called my brother and said maybe she could keep it from being charged one more time. I was told to call her. I left a very nice message but she never returned my call. A week later I left another very nice message but she never returned that one either. Needless to say, his account was charged one more time!! The managers are horrible there!
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Loss:
$120
1 comment
Guest

The reason the employee is no longer there is because s/he did not meet goal. This company loves to go through employees like candy, as they are sure someone will come along giving them what they want.

Life Time General Managers receive approximately $100k a year to do absolutely nothing. This is what corporate wants, and they sucker them in and treat everyone like garbage. Corporate and area directors give employees absolutely nothing to work with, so they did their part unfortunately. The CEO envisions Life Time to be the least amount of help possible when it comes to any customer service.

Even though your misery is served to you with a smile. I'm sorry to see this happen to another member.

Rafal Lpl
map-marker Cincinnati, Ohio

Charging extra money

Lifetime fitness customer service is very very very bad. Though I was using lifetime bucks for my family swim lessons, I was charged on my credit card too. When I tried to reach customer service, they did not respond to my messages. I disputed the transaction on my credit card, but they provided a my signed copy indicating I agreed to pay this money but they did not show that if lifetime bucks are available money wont be charged. The most shameful act from Lifetime was they deleted my account from their online system so that I cannot view any history of my lifetime bucks and send it to my credit card company to validate my dispute. I called lifetime and the service representative is saying I never had online account :) These people are real cheat.
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Loss:
$40
Anonymous
map-marker Saint Louis, Missouri

Membership Cancellation

LT Fitness certainly pro-rates the monthly membership for the moth you start but charges you for a full billing cycle after the month in which you give notice of cancellation....this is not disclosed verbally by the sales staff and is buried in the fine print. Nor was it disclosed when I called to cancel; I was notified about it when I received an email saying I was being billed a final month's dues for the following. When I called the facility I was told it was the policy so I asked for the corporate customer service number. It is obvious that LT knows it's being deceptive as the automated message for canceling memberships includes the phrase that you will be charged for the billing cycle following notification. Why would they did to have that comment in the automated message if it's not a pervasive complaint. Get the word out; LT practices deceptive or certainly misleading practices.
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Loss:
$122
Johnpaul Xav
map-marker Flint, Michigan

Worst club ever

LifeTime Fitness - Worst club ever
I am a lifetime fitness member for little over 7 years now. They have been great for the first couple years and I started to hate that place. Only reason I have to stick with them is my company pays for it but totally not worth it and I am also making it visible to them as well. First of all they are like car dealers. Just try to sell you membership, I usually have to park outside of lifetime since there is no parking available 45 days into new year. So I keep telling people, do not sign up, go to a modest fitness place which will do the job unless it is free for you. They would also reserve rows of equipment in prime time so you will have to wait in line to use a *** equipment. They will only dust the equipment and equipment will stay down for a week some times. If you look for fitness crowd, most people are either too old, or young, no young professionals attend there unless they are really out of shape. Yesterday one guy fall down and hurt himself. First of all there is no proper education/instructions on the equipment and after the incident almost every employee was up there joking and having fun about the situation. People hired there is just rude, have no interest in being there, mostly poor college kids trying to get by. Personal trainers is just there to make money. If they spot somebody who is doing dangerous stuff they will just walk away. It is not their responsibility to warn anybody. I brought guests last year and the general manager was really rude when she understood they are not interested in signing up. She kept trying to sell the membership which had to leave without going in. They have changed their price 2 times last year. Small changes but messes up your system. Employees will simply use the towels used by patrons for cleaning. Changing rooms, spa and steam room is really nasty. So lifetime is just a commercial company tries to keep the revenues up and don't care about anything else.
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1 comment
Guest

I think you are going to the wrong facility. The lifetime green valley is beautiful, it's always clean and the rows that are reserved as far as treadmills are for the weight loss group class, and it's only for 3 sessions 4 days a week 6a, 9a, and 6p.

Anyways I love the club thus far. sorry you're having such a horrible experience.

Anonymous
map-marker Commerce Township, Michigan

Terrible!! customer service by upper management

I was billed in mid February for "administrative fees and 1st months dues" at a supposedly pro-rated rate. I choose to utilize "14 day" cancellation policy" only to be given the run around and never receiving a call back after leaving multiple messages with upper management. Five weeks passed with still no refund after being told I would receive one. I do not recommend LifeTime at all! I had to call the corporate office to receive a call back. They take no direct responsibilty for their mess ups. They tell you "wer're understaffed..we had some people quit". They are inconsistent and LIARS!! Dont do business with them. Keep your money!!!
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Loss:
$220
Leah Meq
map-marker Phoenix, Arizona

Good Customers--Treated HORRIBLY

Cancelled our membership due to move out of state. Went in and signed cancellation form at club. They continued to charge my card, claiming we never signed the form. We proved to the local club and corporate headquarters we were not living in MI, and had never used the club. We were treated SO poorly. Never in 20 years of exercising have we had such a bad experience. The people in the corporate office were horrible and made us feel like "they didn't need our business". The nicer we were, the more rude they became..........never again will we set foot in a Lifetime Club. They are crooks!
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Loss:
$600
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