Bamboozled: First LA Fitness Overbilled Him, Then It Ignored Him

Tom Kuhn likes to remain in form. So when LA Fitness purchased out the Parsippany location of Bally’s Total Fitness, where Kuhn had been a member for more than 20 years, he decided to test it out. 1,970 over six months for the service. The contract called for various fee choices. 320 monthly for an entire 12 months.

Once he noticed the error, Kuhn mentioned, he drove again to the club. Within two hours of the primary signing, the contract was revised to mirror the deal he struck, he stated. “All the changes were correctly initialed by the gross sales consultant,” Kuhn stated, and he thought that was that. Until the extra fees hit his bank card.

The errors began in July. 320 that month, and once more in August, and again in September. He mentioned he immediately contacted American Express in the course of the July 4 weekend to dispute the cost. “Given that I have a valid contract and am a 26-12 months ‘member,’ I expected this would be simply resolved.

We all know ‘membership has its privileges,’ ” he mentioned. “Well, I realized whatever these privileges are, they don’t embrace dispute decision. During the primary name, there have been two factors Kuhn needed to make. 14.95 per 30 days charge for his monthly LA Fitness dues. He wished to ensure that cost was not disputed in error. On July 14, he acquired a letter from the credit card company acknowledging his request. On Aug. 13, American Express sent an similar letter.

No information of progress or a decision. One Aug. 30, American Express wrote once more, this time saying LA Fitness said the cost was legitimate, and it introduced a duplicate of the contract it had on file. “(LA Fitness) defined that a 12 month private coaching membership was bought. …” the letter mentioned.

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“This was the primary time I learned the amended contract was not the one model that existed,” Kuhn said. “I don’t have any data how that happened. Kuhn protested the decision through e-mail and with a phone complaint. An ordinary request to fill out a survey about his customer support experience. Kuhn turned to LA Fitness in early September to attempt to cease the billing. Over a number of conversations with an LA Fitness rep named Erica, Kuhn was advised that a “very busy” vice president was reviewing the case, so it may take a while.

“All I can say is they made Amex look good,” Kuhn said. 1,970 I agreed to pay and is stipulated within the amended contact. She advised me if I didn’t agree the billing would proceed. The rep wouldn’t give Kuhn the title of the vice president — because they don’t disclose “personal data.” He requested for a supervisor to name. “Jack” would name, Erica told him, but Jack has never called.

320 to his account. 640, he opened disputes for the two remaining wrongful charges. Gave the impression to be little little bit of each. American Express has Kuhn’s proof that the following charges had been errors, and it accepted the preliminary dispute. One would suppose the identical would occur with these additional prices. But it never ought to have come to that.

If LA Fitness made the error of not having the amended contract on file, it should have mounted the issue when Kuhn requested for intervention. We reached out to LA Fitness. Again. And again. And once more. Its media representatives did not return our calls or e-mails. So we tried social media, and found a guy in the LA Fitness advertising division. Maybe he might put us in touch with the right particular person.

He steered we try the customer support department. We requested Mr. Marketing to please forward our request to somebody at the corporate who has permission to speak to the press. Not being a lot of a shrinking violet, we turned to American Express to see if it may speed up the dispute decision — to end Kuhn’s problems a method or the opposite.