Katrina Hooper

Review of LA Fitness - Corporate Office

Well, after reading the horrific reviews involving...

Well, after reading the horrific reviews involving getting any form of refund after unknowingly being charged after cancellation or freezing, I had little hope & big plans to be furious. Further reading reports of long wait times, harrasment, taking advantage of people during Covid, no response to emails, and being hung up on etc...My heart was sinking as I waited on hold, for less than 10 minutes. Not bad. I must say I had a completely opposite experience.

I was in an accident causing multiple trauma injuries last March, needed several surgeries, and sadly would not be able to workout for at least a year or two. I called on March 20, 2020, in the midst of the peak of the start of the Covid insanity and spoke with Steven S. to let him know this happened and I needed to cancel my membership. He was very understanding and told me I usually needed to come in person to cancel, but in this case with the gym shutting down he would make an exception, cancel my membership, and my account would no longer be charged. I checked in the following months and there were no charges. Easy? Well, not so fast.

It is over a year later and after having fraudulent activity on my bank account, I was combing through it to find LA Firness started charging me 33.02 this month(May 2021), then seeing they had been charging me since January! I was livid, partly because I am on disability now and can't afford this mistake, and in the past have had bad luck with past gyms hustling me out of my money.

I first called my rep at my gym in Kent, Wa.
Eric, in the face of my rage and swearing, was calm and professional. He calmed me down as much as possible, and gave me the information I needed to call corporate. As I was on hold with corporate, I read these reviews and felt sick. HOWEVER, I was helped right away by Kiara Morg*n. I explained what happened. She put me on a brief hold to talk to a manager. I didn't have to wait long, but was expecting the worst. I was shocked to hear that she had refunded me for every month back to Jan except for May, which was still pending and she would refund it when it posted. She also cancelled my account and gave me her direct phone number if there were any problems getting my refunds and sent me confirmation emails to my inbox.

I hope this excellent customer service is what the rest of you get when trying to resolve the clusterf#%k of what was the financial fallout of 2020. I still am so pleasantly surprised. I will change the review if my refunds don't post of course, but here is to hoping that doesn't happen. Good luck out there guys, we are living in the age of THE HUSTLE and we gotta keep on our toes.