Lifetime Fitness Customer Service Complaints - page 3

I cannot express enough on how dissatisfied I am with the Sugar Land LifeTime location.

1.The dry sauna room has been converted into a lounge/workout station. Members eat, talk out loud, watch movies on their phone with the sound up, workout (while blaring their music/headset) disregarding others trying to relax. Management has done nothing to inform members of the correct use of a dry sauna room. Perhaps management can take notes from some of the other LifeTime locations where they specifically have Dry Sauna Etiquette Rules notices on the windows/walls where all can see and read.

2. I don't believe the pool has been vacuumed/cleaned in over 6 months. You cannot see from one end to the other. The bottom of the pool is beyond dirty. There are unknown particles, hair, and objects throughout the entire pool both indoors and outdoors. As a city employee, I know how often a public pool should be cleaned and what the water should look like. Also, members do not rinse before entering the pool which probably adds to the water being dirty.

3.The women's showers and dressing area floors are always dirty, not to mention mold on the shower curtains and tile. Hair all over the floors and the shower walls need to be disinfected on a regular basis. Towels are stained with unknown substances. You have members sleeping on the couch in the women's lounge area using towels as blankets.

4.Numerous workout/treadmill machines are out of service or simply outdated. This is unreasonable since LifeTime continues to increase monthly dues on a yearly basis.

5. Basketball courts are now used for private birthday parties? This is just ridiculous.

Above are only some of the issues with your Sugar Land, TX location. This is no longer a gym. It has become a water park, party facility and social networking spot in the sauna. I have had the privilege of visiting other LifeTime facilities and they do not compare to Sugar Land. Sugar Land staff/management needs to be re-skilled on how to run a gym facility and be held to a higher standard considering the amount members are paying monthly. As a long time city employee, I hope to see changes made as I do not want to publicly shame the Sugar Land location. And, yes,I know that if I am not happy I can go elsewhere, which is what I plan to do. However, I believe the public should be protected from an unsafe/unhealthy environment, hence my reason for contacting your office in hopes something will be done.

Respectively,
RC

I belong to Lifetime Fitness Centre City, Houston, Texas. I have complained to management, but there is never any return contact. This am., there were kids in the leisure pool before 10:00. A pool instructor at 9:30 began teaching children. No where on the website that I can find, no signs in the building, say swim lessons will be taught starting at 9:30 on Sunday morning. FAmily time starts at 12:00. When I asked the instructor why he is starting so early, he responded that he could and if I didn't like it, I should go swim in the other adult pool, that was not heated. No one is in the swim office on Sunday. Three out of four Sunday's, children go into the leisure pool, by 8:30, sometimes without adult supervision and NOT ONE PERSON ON THE STAFF says a word. Why have rules of you are not going to enforce them? Three other ladies in the locker room were commenting on this.

Also, the floor on the indoor pool deck is filthy. There is mold and mildew around the pool. Does anyone ever steam clean that floor? They used to with a large riding steam cleaner. The same piece of trash ( someone's ear plug) has been in the same place for more than a week. There is rust on the steps going down and on the life guard station. The bottom of the pool has lots of sand and trash. Today I stepped on a broken toy. It's very frustrating when there is no pool equipment in the box and the pool equipment room is locked, like this morning. Not a relaxing day there today!!!! Renee Kariv.

Lifetime Fitness has every conceivable opportunity to take your money and when you want to LEAVE the organization because you have moved away, they make it the most unrealistic and difficult process. I will not ever join this fitness center again.! I find their business practices to be borderline fraudulent.

Your Matthews, NC location has so many issues, corporate should be concerned about the impact on the LifeTime brand. First, the club is so hot in the cardio area, it's amazing that members are not passing out. When I asked to speak with the manager about this, I was told to leave a note because he was "busy speaking with a staff member." The reality is he was too busy flirting with the female salesperson, which is unique because he usually just hides in his office, never walks around the club or engages with members. I left a note and never received a call back. When I mentioned this to the front desk, the response was, "he probably didn't call back because he gets so many complaints about the air conditioning." The insufficient AC in North Carolina in the summer is unacceptable as is no return call from the Manager. I don't know if the AC issue is due to LifeTime being cheap, or the Manager not picking up the phone to schedule repairs. Over the course of my 18 month membership, this club has deteriorated quickly; cardio machines are broken and outdated, and the repair time is slow. This club is far more concerned with bringing in new members than keeping up the club and caring about the satisfaction of current members. Maybe this is due to pressure from corporate to increase profits? Another branding issue is the "meathead" members and the fact that young children (13 and under) are using equipment, clearly not consistent with club policy. I joined this gym to get away from the "meatheads" at my last gym down the road - they're loud, curse, grunt, and are disrespectful. One day, a staff member asked a man to put his gym bag in a locker (it was on the gym floor) and he rudely refused; he said the only way he'd do it is if she kicked him out and cancelled his membership. She just walked away. Again, this is unacceptable. The management turns a blind eye and let's these guys act and speak as they wish. If that's the branding you're striving for, then Matthews is right on point. Since our old gym is under new membership, we're going there today to possibly re-join. The Matthews location is a real blemish on the LifeTime brand.

I thought that Lifetime was a good club to belong to but after 15 years being a member my eyes have been opened to this jacked up place. They put a lady (Beth) in charge of the club and she has decided that the club needs more energy so she turns the music up so loud that you feel like you're at a bar. Forget trying to have a conversation with anyone. It's so annoying and everytime you ask someone to turn it down the response is that they can't. She is the only one. Even corporate can't do anything about it. They are well aware of what's going on and they say they are going to call the club and get it resolved. It's been 2 weeks since this all started and hasn't been taken care of yet. Beth doesn't even work out!! Ha - she needs to get her fat ass into gear and know what it feels like to have music blasting in your ear while working out. People can make their own energy - they don't need someone to do it for them. Now the club is losing some key employees because of her. I hope it all goes down. Someone needs to get some balls and take care of the situation.

I cannot believe how careless was my local lifetime in the incident. Nobody even bothered telling any members what just happened 23weeks back.

When it comes to raising rates, I get emails, mails, when trainers is looking for new people they would even call you on your phone but when it comes to such an incident just 2 page info at the entrance and nobody would tell anything.

I am glad people heard through various channels and parking lot was almost empty. I already signed the petition for credit on my account that nobody used the facilities for 2 weeks.

I will also take this to the investor platform, this is not acceptable!!!

My name is Kathia Johnson been a member of lifetime since it opened in Centreville VA. I never have a bad experience at the club in all this yrs. until today, We are a military family put my membership on hold more than one time do to being moved around, never used my LT bucks, last month i decided to put myself and husband on hold, because with my husband being gone in a deployment i have to run everything on my own,but i left my son membership active. My LT bucks expired when i went overseas for my grandpas funeral,but when i returned i went and spoke to one of the representatives and she put my LT bucks back, which i was grateful i made a hair appointment and when i tried to pay and use my LT bucks were gone. I was told i couldn't use the LT bucks because my membership expired i day ago,i was told by this lady that i could still use my bucks and that i have have 90 days to use them and she swears she had to say 30 days, i have no reason to make up 90 days . But the lady that helped me, denied saying that i have 90 days to use them i tried to explain but i felt like we were going back and forth and she wasn't friendly or compassionate, i think her name was Stephanie or Michelle there was another representative also ,his name is Daniel Davis i got so helpless that i started to cry and he didn't even asked me if i was ok , i always love the club but after this experience i decided to place my whole family on hold .Costumer service representatives like this make you won't want to come back even though you love the fitness center. They rather loose a entire family as members for 200 LT bucks. They weren't compassionate or understanding , I'm upset with myself for crying in front of these people that didn't even care of my feelings.

I am a current member at lifetime and I have never had a complaint. Yesterday, I went to the outdoor pool and decided to order from the outside cafe. I decided to get the chicken tenders and fruit and I was pretty excited to get my food because all the tvs while working out talk about how great the pool cafe is, so I decided to try it out. Granted, I know this cafe is a pool cafe and I was definitely not expecting anything gormet, however, I did not expect what I received. There were about 4 small chicken nuggets that were very greasy and mushy and looked like they were just popped into a microwave, not crispy at all. The "side of fruit" included about 3 grapes and 4 cantaloupe that did not look fresh and were also mushy. I am not looking for a refund for the high price I had to pay for the Food that I did not eat, but I wanted to voice my disappointment. Lifetime is such a nice facility that should have better quality food for its customers.... Especially a fitness place. Thank you for reading about my experience and I hope there will be a change.

I am a member of Lifetime in Romeoville ill and I have a complaint against a woman who works at that location She works in the locker room and everyday she puts on her makeup and does her hair She brings in her Daughter lays towels on the floor for her Daughter to nap they watch tv and eat lunch. I would like to know how this woman can bring in her Daughter everyday and how can she possibly do her job correctly when shes watching her Daughter? She sits most of the time and watches tv and when another employee comes in she jumps up and makes off like shes doing something thanks so much for your time

Yesterday the health department showed up to our lifetime fitness in flower mound Texas and closed the outdoor pool due to chemicals being off. Amazing. I would have fired the engineer right there. Throw club has done nothing but gone downhill. Dirty and very poorly managed. Slides not operating food windows closed. The sana torn apart. I'm leaving this club.

Why can't the fitness instructors with their large group sessions---this being Mon, Wed, Fri mornings(especially Teri at the White Bear Lake Lifetime) use the gym for her sessions instead of taking up all the fitness space that individual members like myself would like to utilize?

this was suppose to be month to month with no contract. after 8 months, i moved and they refuse to cancel my membership even tho i haven't stepped foot in there for 10 months now. I've gone in, i've called and i'ved written and mailed letters. that's nearly a year of payments for something i don't use. i finally cancelled my credit card and now SETH, won't leave me alone about the "unpaid balance" of 2 months, since i cancelled the card. everyday he contacts me. This place was nothing but a money pit. i thought it seemed nice, but everywhere you turned there was money to spend. this is for wealthy who want to throw away their money.

I forgot 3 rings at the Coon Rapids mn location. Called 20 times before I got an answer just to have them tell me that they couldn't verify if they had them or not. Very annoying since it is late at night and I am a single parent and can not go tonight to see if they have them. One ring is a mother's ring and very important. When I first got ahold of someone he said let me check. If you weren't going to tell me either way why have me wait. Very rude night manager and staff. Considering canceling my membership.

When I called to double check I could use a different club near me which is bronze and I'm gold membership, I was told it isn't a given. She asked for my card number. After I gave it she told me my card was terminated. What?? I've paid dues for 10 years and it's terminated?? She asked for my phone number. Gave it and told I was a member and I gave her the wrong membership number. She (Colleen at New Hope) then told me my daughter was not a member. I said I've been paying 5 dollars a month for 10 years- she is a member- junior. She told me no. Wait-- I think it says it. Here it is, yes she can come to the club. So disappointing how I was treated and made to feel unwelcomed. We have been looking at other options on and off for a few years but have always decided on LT. This might just be enough to change my mind. This was very icky.

I wanted to let you know about a horrible experience at you Bloomfield mi club. I made a hair apt at 1140 for a haircut and color on Saturday 2/27/16. When I made the appointment I told the person at the desk I had two kids so I only had two hours asked if this would be alright of course she said yes apparently it was not. I arrived at 11:40 after dropping off my kids at 1130. I arrived to the lifespa and the lady behind the desk was flirting with another employee so I unfortunately had to interrupt her to check in. And I waited .... And waited 20 minutes later at noon I asked if would be much longer and she said she still had to wash the other clients hair not giving me any inclination that it would be soon. I waited ANOTHER twenty minutes at 1220 I told her I was leaving and I asked to speak with a manager. My kids had been at the day care for almost an hour and I was sitting in a chair entire time. She told me it wasn't her fault and gave me a card with a poor attitude. So I proceeded to front desk maybe a manager there could help me. The gentleman at front desk told me he would get his manager Kai who would help me. So another 5 minutes went by and I saw her come down and go right to the spa to talk to the staff never even acknowledging me. She then came out of the spa and started talking to people at front desk and gentle man at front desk had to ask her to talk to me. He told me she "had to get their side of the story." There are no sides clearly extremely awful customer service and poor attitudes. She came and talked to me I explained the situation and that one hour would not be enough time at this point to get my hair done with another sarcastic attitude she said well we're sorry. That's is it! I work in healthcare and my husband owns business we would never treat a customer this way. I am disappointed and disgusted at your staffs poor attitude, lack of empathy and respect for people's time. I wasted my entire afternoon sitting there. Also your manager Kai should have come addressed the issue with me instead of running over to the spa. The staff was rude and I will never be back there in my life I would rather hire a sitter and go somewhere else and I will not use your spa or any other ammonites the only positive is your kids academy staff was great and so nice ... What an awful experience .. When you pay over 300 a month to go somewhere I guess you at least exepect respect. I will discuss this with my husband as there are plenty of other gyms in our area may think of canceling our membership in the near future.

I am a member at the overland park location.yesterday iI ordered a chicken sandwich as i always did.to my disappointing surprise the chicken was not fully cooked and feels like rubber in the mouth, whitch freaked me out with all the food poisoning and cross contamination that is going on in the kc area.
Today i spoke the chaffer attendant that served me the sandwich, who was very defiant while challenging my claim.He said " thats impossible because we do not cook the chicken here. we buy cooked chicken.although we have been having problem with the product "

I was excited to join life time. However, this person named Paul Peterson who called him self senior assistant sales manager on 18425 Dodd Road lakevill Minnesota was very rude and un well trained manager. He never look us on the eyes when he gave me and my friend the gust pass . He called me the next day and ask if i like the clubs or not. I told him that i like it , but i want to talk to my insurance company and i will get back to him. I also asked him that if i get more gust pass or not. He said hey man i already gave you one day pass if yoy like it you can join if you dont like it dont. Wow that was not sale petson to me. I asked him more gust pass becuse they used to call me and offer 2 weeks free pass but i never go.Is because I am foreigner it doesn't mean I can't afford to join your club. Especially when he also a foreigner (chines or Korina) he should be more nicer than acting stupid. Anyways I wanna make sure I will tel to all my family members and friends about this so they leave life time and join a better fitness. I hope this Paul guy treat everyone equal. If an American or native American person treat me different because I am a foreigner that's ok. But when you come from different countries just like me and treated me bad that not good. So please treat everyone equal. Thank you

Hi, I'm a member with lifetime, I've been a member every since lifetime open in Collierville, me and my two little girls.Last night me and my 12 year old little girl went to the gym, and the young lady who was working the front desk was very rude, she said her name was monique, she said she was pregnant that's why she was so rude, but I really felt that her attitude was unprofessional. I only ask for a manager number but instead she screamed get out, and told my 12 year old little girl to get out, I couldn't believe her actions. I walked outside to my car to get a rep card so I could call someone who might could help me.I left my little girl inside of the building because it was 20 degrees outside,but when I came back my little 12 year old girl said the lady named monique said some really bad things to her and about her daddy/me. I never been so disgraded in my life. I hope something will be done about you all employee, because to have someone working the front desk at night who treat members like crap is insane.

Very rude employee her name is GIGI she work on the front desk at the location city center ( lifetime fitness)
She refuse to let my freind in even I am member she was rising her voice and using her hands she was talking to us...

Beautiful pool complex, unbelievably horrible hygiene management. I am a regular lap swimmer. Very few members shower before using spas or pools. Street shoes are allowed, pretty much encouraged to be worn on the pool deck. Shortcut path to the locker room allows members wearing muddy boots to walk on the pool deck. Management regularly walks prospective members through the pool area with everyone wearing street shoes. Sweaty members walk from the toilet to the pool area without taking a shower! All this dirt ends up in the water and is very noticeable on the bottom of the pool.

I managed a very high end club pool in Chicago with celebrities and uber rich clients. I realize that it's not easy to enforce hygiene but I found out that a "culture" can be developed with a little effort that becomes somewhat self managed, and highly appreciated by patrons once you are over the implementation hump. Simple practices:

- Close the shortcut door that allows people to enter the locker rooms with street shoes. If a tour is necessary, have employee and guest wear disposable "booties" like a contractor would wear in your home. They will appreciate the cleanliness as they make the decision whether to join.

- Station a lifeguard or employee outside the locker room entrances and literally ask members that are "dry" if they mind returning and taking a shower. This has to be for EVERYONE - parents, kids, muscle men, celebrities, etc. Stress that LTF values hygiene. This sounds like it might be cost prohibitive. It's not. You can have a towel folding employee rotate into this role. Pool employees will actually have to do less cleaning of pool rings and floors. Also ask sauna users to shower (after sweating!) before entering spa. (Bonus, the regular violation of under 12 members in the spas can finally be policed!)

- The shower in the pool area is probably okay for rinsing off after a sauna but taking a shower with a swim suit on, is NOT hygienic. I'll refrain from explaining why...

- Summer outdoor pool. I realize this isn't easy. Some people likely don't even go in the water. Still, a cordoned off path in front of the bleachers and around the lap pool would be helpful. Then, encourage members to shower with signage. Summer mud isn't as bad as winter slush but the personal hygiene concerns remain.

- Supplement the efforts above with a quality communications plan. Signage, flyers and emails should be used to stress how LTF values hygienic use of their facilities for the safety of members! Simple flyers need to be posted in the locker rooms and pool area stressing that all pool users are required to take a nude, soapy shower.

Yes, initial months will take some effort. In my experience, after six months of existing members getting used to it and new members expecting this culture, you will see a huge change. Only the odd person will have to be reminded and I guarantee your cleaning effort will be dramatically reduced. You will be shocked how many members remind one another of the need to take a soapy shower.

I have been a member at the Allen TX Facility for 3 months. The facility itself, and some of the classes are great but the staff at this location is a joke. The GM is completely inaccessible, and just a handful of the staff care about their members (Hailey the member services manager is great though.). They love you when they want you to join, but make it very easy to leave once your a member. A gal named Victoria is nothing but condescending and rude. I had an issue that was met with dismissiveness and lecture without resolve by Victoria who is suppose to be a member advocate. Can't believe the club employs people like this. I see our family membership being very short term. There are to many less expensive places in DFW to overpay for bad service.

I joinedLofetime about 1 month ago, I was a little hesitant to join due to the monthly cost along with the one time joiners fee, my husband recently passed away and me having two kids and becoming a single parents, I felt that this is something we could do together so I joined. I had inquired about the no joining fee that I heard about in the past and was told that offer is no longer offered and will not be offered again in the future and and now today a friend of mine and also an instructor at lifetime is saying if you join now they waive the joining fee. I Have enjoyed going to the gym over the past month that I've been a member and I have no complaints however I do feel that I was lied to and if I was given information that there is a possibility of my joining fee being waived I would have waited for another month to join just especially with my income unexpectantly being cut in half and with Christmas being so close. So like I said I thoroughly enjoy the club, just a little disappointed in what I was told.

Lifetime Athletic in Berkeley Heights, NJ has some of the most greedy, deceitful practices you can imagine. Just about every single person who you deal with in regards to membership prices, membership freezes/reinstatements, the spa, etc... are some of the most low-down dirty criminals you can come across. They'll tell you one price or that something is free, then turn around and charge you a hidden fee and claim that it's a new policy or your deal is no longer valid for xx reason. It starts from Management and ends up affecting every employee who has the chance to steal a penny from you. We cancelled our membership because nothing is worth being stolen from on a regular basis. Without going into detail about each incident, there were about 6-7 times these thieves stole money for us. What pathetic pieces of garbage work there...the only goal is to steal every last penny from you. What a terrible place and I can only recommend you stay away from the place.

Greetings. I thought you should be aware of how disappointing and upsetting your customer service was recently at the Troy Michigan location. In short I went there on Black Friday to reinstate my account. My account as well as my mothers has been on hold for a few years. (Side note- Your organization has profited by over $500 from our membership holds the last two years). On Friday I also brought a friend who ended up joining as a new membership. Later that day I called and spoke to the sales rep that helped my friend join. I asked if Ii could add my mom to my account. I was told yes by your sales representative. Keep in mind My moother is a senior citizen(72) who lives with me. Today When I went in to add her to my account and the rude woman(name unknown) said I was unable to do that. I informed her that I was told I could by the sales rep that helped us on Friday. This woman was also present on Friday when I was there and actually performed my reinstatment. She said no and did not provide a valid reason besides that's our policy. She also didn't let me speak to a superior and then proceeded to tell me that they fired the sales guy(Rob) that morning. I question why a large organization like yours can't offer decent customer service? My mother is a senior citizen who is on a fixed income. Your organization is taking advantage of senior citizens who are attempting to be healthy! After this discussion this evening With your employee I thought it best to completely terminate my membership as well as my mothers memeberahip. My friend who joined on Friday also just cancelled his memeberahip as well as a result of the poor treatment and customer service. I am shocked your employees would provide such poor customer service and essentially would prefer to loose thousands of dollars of revenue rather than then honor your "former" employees word and provide good customer service. Ultimately my mom is senior citizen, 71 years old, she had wanted to reinstate membership to attend a water aerobics class once a week and to take my daughter to the pool maybe 3 times a month. My goal was to try and save her $12 a month by adding her to my account for an additional $50(total $130) rather than have her pay the $62 a month she was paying until she put it on hold 2 years ago. I'm disgusted and appalled with the customer service provided at your Troy location and thought you should be made aware of the issue. I hope for the future your organization will reconsider how your treat customers, seniors and how such a small issue ends of causing a lose of potentially thousands.
Sincerely,
Deanna Fakhouri

I wanted to make a complaint about Lifetime Fitness University in Charlotte, NC. The trainers keep reserving equipment during busy hours. They are constantly creating classes that use large portion of the gym in between the hours of 5-7. The gym is overcrowded