LA Fitness

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CLOSED NOW - Opens at 5:00am

I honestly wish it were possible to give this gym a lower rated review. I signed up with the gym a few months ago and with signing up you receive a free personal training assessment. After the personal training assessment, I was pressured into signing up for additional sessions in order to better learn the machines. I asked multiple times if it would be able to cancel these sessions because I have had multiple knee surgeries and have chronic pain. I was told by the 2 "Master Trainers" that I signed with that I could cancel at anytime without a problem as long as I called in before the first of the month. Well, fast forward 3 months, and I'm calling in to cancel because I am in so much pain after these sessions that I have trouble walking for multiple days after. I'm told that the only way to get out of this contract is to pay $900 or obtain a note from a physician stating that I have a disability from the front desk associate. I called corporate customer service twice. The first time I was hung up on and the second time I spoke with a "supervisor" who was supposed to call me back. I never received a callback and called my local gym to get the hours that the Operations Manager would be in. I go in 3 times within this time frame and not only am I informed that the man who I signed up with is no longer with the company, I am also told each time that he is not at the facility, The only times this manager is there are Monday through Friday 9-5. Because I have a job, I had to take off from work to come to the facility 3 times. Even though I was lied to by the people selling me the personal training, I was still told the only way out of contract was to obtain a doctor's note. I did and took it to them. They said that they would scan it in and get it cancelled next day. I get a call later stating that they are unable to do this and I need to mail this cancellation to the corporate office. I have just now managed to get this training cancelled and it took going all the way up the ranks to their Regional VP. The absolute worst customer service that I've ever experienced.

I cannot believe how poor the customer service is at this gym. It doesn't matter how many times members complain or make the "managers" aware of an issue, they either can't or won't do anything about it. One ongoing issue is that it is often too hot, especially in the upstairs cardio area. This gets worse as the weather gets warmer. They claim that the thermostat is controlled in Los Angeles (they claim this about a lot of things) and that they can't do anything about it. Why they can't open a door when the entire gym feels like a sauna is beyond me. This has been an issue since the gym opened almost three years ago. They have made no attempt to fix it, add ceiling fans, nothing. They also frequently lie and say that they haven't had many comments about the (ridiculously hot) temperatures, although a receptionist or janitor will tell you otherwise, as will your common sense and the other gym members around you complaining. Rather than even saying thank you for letting me know, the ONLY thing you will get is handed a scrap of paper with the phone number to the corporate office in Los Angeles. Apparently rather than addressing numerous frequent complaints, "management" feels that it's each individual member's responsibility to address their concerns with the corporate headquarters themselves. Who runs a business in the service industry like this?



That is just the most common, problematic complaint. There are other equally annoying issues that many members give up complaining about because they get tired of being handed the number to corporate, being told that it's controlled in LA (the TVs, really???), or they know nothing will ever change. Music systems go out for days and weeks at a time. Again, the lying--I was personally told by a manager that she didn't know the music was out when I heard an instructor tell her about it the week before. Or they're waiting for parts (for weeks). Sinks in the locker room are out of service for months. Paper towel dispensers are not restocked, especially on the weekends. The banks of TVs in the cardio area are set to four stations. One is CNBC, which means that on the weekend those TVs play infomercials 24/7. Another of the selections is E!, so that is basically all Kardashians, all the time. Three is Bravo--mostly Real Housewives or other reality TV. And ESPN, so good there. Other than ESPN, these are all new channels in the last month or so. Unless you ask the GM, who will lie and say that they never changed, or if they have, there haven't been a lot of complaints, just a few "comments." A receptionist and janitor tell a different story.



A few of the group instructors are really good. Some are mediocre. Some of them are very unhappy with the way the gym is run as well. In general, the staff is not pleasant, friendly or helpful with a few notable exceptions. I feel like I could get stuck in a weight machine and the staff would walk right by me if i did not agree to sign up for personal training sessions first.



So why am I still there? It's really close, it's fairly inexpensive, I can go to other locations when I'm out of town. I've started looking for other options though because I've just about had it. I would definitely not recommend this gym.



Btw, I’ve been to other LA locations where there are many more amenities: TVs on each piece of cardio equipment, ceiling fans, juice bar, locker rooms equipped with blow driers, tissues, TVs, doctor’s scales, keypad locks on the lockers, optional towel service, smiling friendly staff. All for the same monthly rate. I guess it depends on the competition in the local market, or the competence of the “management.”