November 25, 2009

L.A. Fitness is like Hotel California

I cancelled my gym membership at L.A. Fitness in September. My membership expired on 11/14. Yet today and last month, L.A. Fitness charged me for the Kid Klub. Someone explain to me why I would still have a Kid Klub membership when I'm not even a member at the club myself.

Mr. BBM saw the charge and called the gym, where some girl with barely two brain cells to rub together explained that it was perfectly reasonable for me to NOT have membership and STILL have a Kid Klub membership, despite the fact that you can't take kids in there for daycare purposes. You must always be on grounds. Yeah, because I totally drop my kids off at Germ Klub just so I can hang out in the lobby and watch people work out. That makes a whole lot of sense.

When Mr. BBM realized he was getting nowhere, he freaked out on the girl, and then called me to tell me about it. Half the time, those girls in the front don't even know their own names. They're certainly not going to be able to help with an actual problem. I told him he had talked to the wrong person.

So I decided I was done dealing with the local club about this issue. Last month, when they shouldn't have charged me, they said my Kid Klub membership would be cancelled. Now they're saying the same thing. I'm not feeling confident about it. They're refusing to refund my money. They also refused to give me my free month that they promised when I signed up. They also refused to freeze my club membership when I had knee surgery last January, saying that I had not given them a month's notice. I didn't even have a freaking month's notice that I was going to have the surgery.

So while Mr. BBM filed a dispute with the credit card company, I called the corporate office. I waited 20 minutes on the phone to speak with someone and then got disconnected.

Deep breath, swearing under the breath and desperate need for a heavy bag at this point.

I was done with games. So I did a little research online and found a Senior VP's name and phone number. I called him directly and left a voice mail on his line, not his secretary's line. I still haven't heard back.

Then I asked my recruiting manager to help me out further. Within seconds he had the number for the Regional VP for the East Coast. I called him and left a personal voice mail as well. You don't mess with people who've been in the recruiting business. We can find you anywhere. If I asked my manager, he could probably find the guy's private bathroom phone number.

Yet still nothing.

They have 3.5 hours to contact me and confirm that my membership is cancelled and that my charges will be refunded or else I'm launching an all out campaign. There are thousands of pissed off people online without the skills to get to the corporate people directly. I just might help them.

L.A. Fitness is like the freaking Hotel California. You can check out, but you can never leave.

I have totally had it.

Updated to add: 4:30 p.m on Wednesday. . . Issue resolved. Money credited. Sign of relief