Lifetime Fitness Customer Service

User Reviews, Ratings and Comments

Lifetime Fitness customer service is ranked #315 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 39.33 out of a possible 200 based upon 114 ratings. This score rates Lifetime Fitness customer service and customer support as Disappointing.

NEGATIVE Comments

102 Negative Comments out of 114 Total Comments is 89.47%.

POSITIVE Comments

12 Positive Comments out of 114 Total Comments is 10.53%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Lifetime Fitness

    Customer Service Scoreboard

    • 39.33 Overall Rating
      (out of 200 possible)
    • 102 negative comments (89.47%)
    • 12 positive comments (10.53%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.2 Issue Resolution
    • 3.0 Reachability
    • 2.6 Cancellation
    • 3.8 Friendliness
    • 3.8 Product Knowledge

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Posted by NA


Horrible horrible customer service! Trainers are super rude, facility is nice but their phone agents are rude, you get talked down to and they only treat respect to people who pay extra

Posted by Anonymous


Filthy showers and smelly steamroom

Posted by EDWIN


I would not go back to a lifetime fitness. Had a free pass years ago. Place was dirty not clean.

Posted by Anonymous


I will call your phone number. why in the world do you have pay for chat services all over your website. shameful

Posted by jack b


Let's start off by saying the facility other than being super dirty is great. The pool is closed time to time because of human feces. Half the people have ring worms highly contagious by the way. I can't believe a trainer could train someone with a tank top on showing excessive ring worm rash without considering other members. The employees their are extremely judgmental they are all jealous of people who actually get results. Everyone working their is related in some way either they are family or they are screwing each other. Oh and they are literally having sex in the facility. The trainers have no results what so ever I been there three years and they have not changed and neither has there clients. If you want to pay for someone to just stand there and tell you to jump up and down be my guest and if you think you will get any results you are mistaken. Some trainers are on steroids and still have no gains and you know who i'm talking about. The guy with all the massive pussing zits on his back and this trainer still wears tank tops omg! I seen his zit explode all over the machines gross. If you are not part of there little cliq and get results they will hate you and judge you because they are extremely jealous. The trainers just want your money for doing nothing and they will literally come up to you and ask you for money while your working out. The locker rooms are filthy their has been an incident where a women has taken a [censor] in the shower! Is this where you wanna bring your kids?! If you are successful the employees will keep nagging you about what you do, how you can afford coming here and how you have so much time to be here, so annoying. I can't believe the amount of drama at this place and this is all because of a woman named ashly who literally is the worst manager I have ever seen. She is a lier and extremely fake. All she does is run around doing nothing and acts as if everyday is bring you child to work day. If you have to speak to her she is nowhere to be found someone has to call her because she's at the child center with her kids. Now let's talk about the members, some member literally come there to socialize as if this is a social club. They will stand there and watch you workout and talk about you. How rude is that? If your a pretty girl get ready for all the old men to come up to you and give you inappropriate compliments and if you reject them they will hate you. This also goes for the trainer there they will violate you and ask you over and over to train you on a specific part of your body like your butt. I find that very inappropriate! If they see you getting results they will accuse you of using steroids because they don't believe you can get results from hard work and dedication, so they kick you out I have seen this happen to members there. What they can do to improve this club is train the employees to be less judgmental, jealous and establish some boundaries in regards to employees dating. I have seen one of the employees go up to a couple telling them not to kiss in front of other members. I was shocked! Who are you to tell someone not to kiss mind your own business and how can you say this when trainers are kissing each while on the clock. Also, why is there a guy cleaning the women's locker room when their are children in the locker room? This is a shame what a great facility only ruined by untrained employees and management. You can try and go there and avoid all this as much as you want and mind your own business as I have tried but drama will find you! If the employees don't like you they will follow you and harass you until they find a reason to throw you out.

Posted by Liz


Lifetime Lake Houston has great customer service for the most part. I am a member n I spoke with Venus with the front desk on last month about canceling my membership due to my insurance parking care of my membership starting in April. Venus advised me to keep my membership and when the insurance keeps in next month come see her n she would do a refund. On April, my insurance begin paying my membership. I went yo Venus with my insurance I'd and she looked me in my face and denied she ever told me that. She also said there would be no refund, she pulled me to the side do others could hear her and begin talk harsh and rude yo me. She stated I don't care what you say I said I didn't say it and you can do whatever. I told her I would give corporate a call n she said I don't care because Holly at the front desk said you couldn't. We exchanged words n I walked away.

I have worked in customer service for 40 years and managed a customer service team. She could have handled this situation in a professional manner but chose to be arrogant. Everyon makes mistakes n all she had to do was to apologize for the error or at least get with corporate and find out instead of her coworker.

I spoke with Evert at corporate, whom was quite professional and courteous. He apologized for her action and then corrected the issue.

Venus needs some training on customer service. Not good customer service for just certain people but for ALL members at ALL times.

Thanks to Ben, Christopher and Jenn for always providing their best. They tried to assist me as well.

Posted by Joe


I am a member at a lifetime fitness which costs $120 a month and wanted to change my my membership to include a new lifetime gym which costs $240 a month. Lifetime now wants members to pay a $100 fee to upgrade. So not only do you have to pay double they want members to pay a initiation fee. It's absurd...Also they were 24hr before Covid now they are open 16hrs but never dropped rates. Do not join this gym find a alternative. Each location has a certain monthly price and if your home gym is $10 less then you can not enter. Have to pay a fee or you have a one time visit. Plan on looking for alternative gym since I was told I have a fee to pay basically to double my monthly bill.

Posted by Anonymous


Please introduce a different policy for people who Travel. I live in Omaha NE where cost of living is relatively low. I travel about 50% for work. On the off chance I end up in a city with a Lifetime fitness I am turned away or asked to upgrade my membership. Put yourself in your customers shoes. I love the lifetime experience, but this policy is so frustrating that I find myself debating on leaving for an anytime membership. Lifetime is not losing anything by allowing the 1% of their customer base to get a workout in when they are not near their home lifetime terminal. Please do the right thing and amend this policy.

Posted by Anonymous


I'm a father, husband and business owner here in Buckhead for over 20 years. I have never felt so disrespected and disregarded as a customer. Waited 3 years to open, to find out that if you have a real problem DO NOT expect the (GM: Mishikat Lightwala ) at the Buckhead Life Time to be considerate of your needs. He is nice to individuals who he feels is previlaged enough to be a member, but if he feels that you are not, he will purposely disrepect your needs knowing you will get upset, then terminate your membership immediately. This GM abuses his leadership to pick choose who he wants to help. Mishikat Lightwala is not train to De-escalate any situation. He power trips all situation for his ego. If this kind of management continues, this location will go to shambles like the Sandy Springs location, where I experienced a similar vibe and never joined. We live in a affluent neighborhood and of other affluent minorities. This is not the suburbs and will not tolerate abuse from such people. Check the BBB,Yelp and other reviews and will have similar situations with this kind of management. Corporate is no better. There short sightedness in business relations will be the reason it they will fail. Word gets around fast. They will disrespect you soon enough.

Posted by Anonymous


This club has gotten ridiculously expensive. You can get better equipment for a fraction of the price at other clubs.

Posted by Michigan


Long time lifetime membership
Dues have gone up $30 this year yet the closure of outdoor pools at Rochester Michigan club continue
There's at least 25 people that would come during day but mngr said no one is using it which is flat out lie
My spouse cancelled his membership
Other thing is closing indoor pool at midnight it be better open til 1 as it used to be 24 hours club

Posted by Unhappy long term member


I am a long time member of the LT, since they opened the location in Collierville, TN. The club is declining, the water fountains have been broken for almost 1 month! There is no one in charge to address the concerns. The gym is managed poorly! No classes in the studio after 5 pm. The membership fees are not cheap and I never had a problem paying for it, but I am not happy how things are going on the club. I am sure the HQ has a manager in charge, please hold him/her accountable. I will be cancelling my membership if I don't see an improvement in 30 days.

Posted by Anonymous


I am disappointed in some things that have changed since Covid. For example charging)50 for a visit of a guest is way out of line. In the past I could use my guest passes for that and would occasionally take my grandchildren. It is no longer affordable. The price to bring my two grandsons and daughter for one day is just shy of a membership for a month. Thats insane!
I also don't like that you have made GTX so rigid that those of us who have used that class for years now find it too rigid and boring. The instructor doesn't have the option to vary the program to clients needs. Previously we could use the bosu ball, the foam rollers, do a circuit that included the back stairs, use the rowers and ski machine and occasionally do some boxing. We could make it a game using cards along with the workout. In short, the instructor was allowed to get creative and make working out fun instead of a chore. Your instructors know their clients and know what they need from being on the ground working with them. Some stranger who happens to be in an office position does not know what the client wants or needs. You are making changes that are making the club one size fits all and one size doesn't fit all. My gym buddy group is not happy with you. My instructor is very knowledgeable. You are not!

Posted by Anonymous


Anyone else want to join me to picket outside the facility at the Weston rd. facility?This company is very deceitful.

Posted by T


WHy are the studio's still closed off....I'm being told it's for covid reasons...but oh yes let's have everyone scrunched together on the main gym floor where EVERY free space is being taken up with people breathing all over each other...
I'm basically paying to just come in and walk around for 15 minutes to
Not be able to work out because every square inch of free floor space is taken up when the studios are available and not having class....

Posted by Anonymous


Why is the Lenexa location having such high turnover at the Cafe??? Why are they out of so much stuff all the time. the bistro in the pool area needs tending to. slushy machine doesn't work!!! ovens don't work!!!! Summer is almost over and these have been broke all summer!!! which they still aren't fixed. I think the cafe management needs a hard looking into. I have heard that she doesn't know how to schedule workers correctly, a lot of people are leaving due to this manager. I hear she is not nice, I have heard a member say that she is a B-----. why would you have this type of person working there.

Posted by Anonymous


The new class setup: free weight plates, bench , barbell makes no sense. Rarely is there a barbell class and each area is overcrowded with equipment! As a nurse, I am concerned for safety of members. We are constantly tripping over this equipment. We are adults. Restrictions are lifted. Let us choose our own equipment. Ridiculous!!!!!

Posted by Jodi


My husband and I just joined let lifetime we have four memberships. We were not able to join in May because we are first responders. I was told today that Hadley joined in May the outdoor pool would've been included. Due to the fact that we have been working at vaccine pods for giving people the COVID-19 vaccination we were not able to join sooner. I am asking if the fee for the outdoor pool can be waived due to the fact that we were unable to join and I feel we are getting penalized due to the fact of not joining sooner. We enjoy going to the gym and feel that we will definitely have a success rate in our fitness.I did speak to the manager at lifetime fitness in Harrison and this is what she told me regarding free access to the outdoor pool that we did not to join in May. I hope to have a happy resolution to our dilemma and will be able to have use of the facility with no boundaries.

Posted by Anonymous


Poor service at front desk.

Posted by Anonymous


The bottom line is you are not safe in this gym during COVID. For over $150 per month, you'd think the staff would be monitoring and enforcing safety guidelines,, but they don't. Don't be fooled. If you join and want to quit due to safety, good luck getting a refund. To date the Better Business Bureau has 333 complaints, mostly people not getting refunds during COVID.

Despite state requirements to wear masks in gyms, lifetime does not enforce this. Throughput the gym on the exercise equipment, many members wear masks below their chins, not on their faces. Lifetime also allows very high numbers of people (25-45 people) on the pool decks during swim meets - swim meets are 7 days per week so it's challenging to avoid them. It's impossible to stay safe when the management is not enforcing state mandates. When you complain about safety, it falls on deaf ears. Actions speak louder than words and they don't enforce minimal state safety mandates or CDC guidelines.

Posted by Anonymous


I would highly recommend you find another gym if you are at all concerned about your safety during COVID. This gym is all talk and doesn't enforce CDC guidelines. The members don't wear masks on the exercise equipment and the pool deck is full of crowds of people during swim meets and swim lessons.

In September 2020 I put my membership on hold because I counted over 40 kids socializing on the pool deck without wearing masks, waiting for a swim meet to start with no staff enforcement. I returned today for the first time because they told me they have "cracked down" on safety due to so many complaints. There were 7 members of 2 families standing at the foot of my lap lane conversing, 2 parents were not wearing masks. When I asked the lifeguard if she would ask them to step back she refused stating that there were no policies about people standing so close to my laplane(2-3 feet and because I'm swimming I don't have a mask).

Posted by jin


My family has been members since 2007 , Lots of frustrations with the management at Berkeley Heights New Jersey . I am downsizing to one family member now. I waited for 2 hours from 8.30 to 10.21 this morning to pay the dues after last month payment was messed up still there is nobody that's trained to take payment. This is just one of the incidents that shows unprofessionalism and bureaucracy that does not serve its members right.

Posted by Dory


I do not recommend Life Time Fitness due to their failure to follow CDC guidance in regards to wearing masks and social distancing. This company has chosen to eliminate the ability to use a treadmill that is a minimum of 6 feet away from the next piece of equipment. it is now impossible to practice social distancing during a work out.


This company does not have the the health and well-being of its members as a priority while charging excessive fees for its clientele. There are many gyms out there who may also follow the same guidelines as Life Time has chosen to do so, but they, at least, charge members less money. Financially, you are better off paying less for the same level of safety and services as what Life Time charges.

Posted by Robert


Love the fact that you are still enforcing the face mask policy but due to the recent governor orders of opening everything back at 100% I do not understand why would you still not be open 24 hrs. That is what I sign up for and that is why I'm paying your membership costs! If you guys are only going to be open 12 hrs then you should cut your fees by half as well!!!
FLOWER MOUND LOCATION!!!
Open 24 hrs was/is the reason why I have been a member since 2002. Now that the state is back to 100% opening, any changes to the hrs of operation would def. make me cancel my membership.

Posted by Flower Mound Texas.


Im disabled asked for accommodation did not get one. Flower Mound Texas lifetime has some of the best people there but the management up until recently has been very unaprochable and unaccommodating to problems at their facility both in the manor of employees and members! They finally had to transfer over a Spanish manger and he didn't even help me! Hardly any culture of color here. There are a lot of great people who work at this facility but the front of the house needs adjusting to accommodate folks of different color and cultures and people with disability's!

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Posted by Wendy


Cleanliness of the property should be number 1 priority especially in "wet areas"/locker rooms; shoes in sauna should be prohibited; shoes are unsanitary and unhygienic; plus shoes will soil the wood of the sauna. The grout between floor tile and shower tile require a commercial product for effective cleaning of mold, mildew,algae, etc. household cleaner is not adequate because the locker room is a very high traffic area. If property can maintain cleanliness, this alone will make it more attractive to potential members; otherwise, it's just another gym.

Posted by Anonymous


I go to lifetime fitness in Ashburn/ Sterling. Our awesome studio manager (Dawn) is fired. The new studio manager doesn't call or text us when there is a class cancellation. I went all the way to the gym for a class and found out it is can trigger before the class. Please take care of this problem. Thank you.

Posted by Anonymous


Lifetime fitness in Cary Nc, 6:30am class M-F with instructor,
Matt D.
Is one the best kickboxing class and he is the best instructor
at lifetime .
I feel like I am at a boxing gym because
the experience is so awesome
. I burn 800 calories per day in his class.
. He's a professional kickboxer and He's awesome.

Posted by Anonymous


I wanted to take the time to tell you of an amazing employee who was so very friendly, helpful and knowledge in all areas of Lifetime. Her name is Tiffany Ecklein. After giving us all the necessary information we needed to sign up in your new location in Palm Beach Gardens, Florida she gave us a great tour of your facility. I just wanted you to know she is the face of your company and represents you very well! You are lucky to have her in your employ and hope you recognize her for all of her wonderful qualities!! Thank you, Robin

Posted by Anonymous


This comment is concerning Palm Valley ops employee Lou Buchanan. Lou is a wonderful asset always greets me with a smile and is always willing to help even if it is out of her realm of expertise.

Posted by Robin


Thank you so much for a very prompt response to my concern about some questionable content that the televisions were set to at LifeTime Vestavia Hills. The stations were reset the very next day. My husband and I love coming to this gym. The staff here is awesome.

Posted by Anonymous


I attend the Surrender yoga class to honor and acknowledge the tragedy in Uvalde, Texas.

The yoga class was so emotional and beautiful. I cried the entire class.
The two young yoga instructors did a wonderful job leading the class in a respectful manner.
It was a hour of grieving and a unforgettable release of emotions for me.
Thank-you for this incredible event, it was a healing event for me.
Sincerely,
Brenda Powers

Posted by Mary


This place is great but is there any way you can use Peanut Butter Powder in your protein shakes instead of real peanut butter. The shakes have a lot of calories. It would be nice to be able to sub PB powder in.

Posted by Anonymous


Lifetime fitness in San Antonio at the Rim needs to adjust their AC it's too damn hot in there. In texas we have extreme humidity and need to not follow corporate temps. Please make adjustments so it's cooler. Also music could be turned down so we can hear our trainer in class. Thank you

Posted by Need mats removed


I want to complain about the Lifetime fitness gym in charlotte off of university Blvd. When group exercises are being conducted there are mats on the floor with weights. This restricts my movements for Zumba and mixed fit class plus our hip hop dance
This is a hazard waiting to happen. This situation has been like this for the past month. The movement in the class are limited. .

Posted by Freddie


Great gym for kewping familys healthy hoqever none arw in the city of detroit twnnis qould be nice for kida of color as well. Indoor out door sqimming and all the great thing that lifwtimw offers the auburba get qith the peogram lt deteoit is back

Posted by Anonymous


Please open up 9 a.m yoga to other teachers . I have to drive to Plano almost daily to get a variety of teachers when I literally live .5 miles from my home club location in Allen

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952-947-0000

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