Complaint Review: LA Fitness - Easton PA

I joined LA Fitness and signed up for personal training. I had a personal trainer Brian every week for a year well past my contract. Brian left the company in 2019 and I still had 14 sessions left that I paid for. They told me someone would call me the following week to set me up with a new trainer. Nobody called me.

I called the gym and a girl took a message and said they would call me. Nobody called. Then in Janurary of 2020, one month after Brian left and I called twice...I called again only to be told someone would call me back. Nobody called me back. 

Let me be clear here, after repeated attempts of trying to schedule a trainer since December of 2019...and not receiving any response I continued to call for the next year and nobody got back to me. The gym was shut down due to covid in 2020 for a few months and also in December. Finally in February I was able to schedule a trainer. I met with Tony for one session. The next session, Tony did not show up. He texted me the next day offering another time and I responded with available times...Tony never responded to my text. 

I finally called corporate to ask for a refund, which they are denying. They are now saying since I had these sessions since 2019 I could have used them. I tried using them since 2019...I never received a response. Then the next excuse is, my contract was up in 2019. Yes my contract was up in September of 2019 but I continued to pay for it and met with my trainer until December of 2019, im not sure what that has to do with me paying for a service that they were unable to provide and refused. 

Then the next excuse was "we tried to schedule personal training with you for a month now" THIS is a flat out lie. Only until I called last week trying to get a refund did they all of sudden want to offer me personal training. Prior to that, I heard NOTHING from them. 

I am moving to a different state and they offered to let me transfer to a facility that is 30 to 40 minutes away. The fact that they were understaffed for a year and a half and had management problems is NOT my problem. I want my money back. When I called last week, they said my location has had staffing issues. So now that they have resolved their issues...they are willing to work with me????? And now their excuse is "we can schedule it now" that is unacceptable! I tried since 2019.

Their other excuse is "we have no record of you having issues" also this is the same company that does not have a record of me meeting for one session with Tony the trainer. Buyer beware, this company is a ripoff! I have the text messages to prove that their personal trainer ghosted me and their Director called me last Friday and said she would call me back Monday or Tuesday. Of course no phone call. Again I had to email and call again until finally I heard from them. Do not give these people your money.

I understand no refund policies but they have not provided the service I paid for when I attempted to use it since December of 2019. They are using terms like, "we can't issue a refund since you have had these since 2019" which infuriates me further because I was consistently going to personal training all the way up until my trainer quit in December of 2019. It's not that they were just sitting there unused...I met with my trainer EVERY WEEK!