It’s a story many of us have unfortunately lived: signing up for a gym membership with the best intentions, only to find ourselves in a frustrating battle when life calls for a change. For LA Fitness members, this struggle has become so prevalent that the Federal Trade Commission (FTC) has stepped in, filing a lawsuit accusing the gym chain of making it "exceedingly difficult" to cancel memberships.
At the heart of the FTC's complaint, filed in a California federal court, is the accusation that LA Fitness, and its parent company Fitness International, employ "opaque and complicated" methods designed to trap customers. It’s a scenario that Christopher Mufarrige, director of the Bureau of Consumer Protection, noted is "too many Americans have experienced – a gym membership that seems impossible to cancel."
So, what exactly makes cancelling an LA Fitness membership so challenging, according to the FTC?
The In-Person Hurdle
One of the primary methods alleged to be cumbersome is the requirement to cancel in person. This isn't just a matter of showing up; the FTC claims that LA Fitness often restricts cancellation processing to a single employee. If that specific individual isn't available – and they often work standard business hours, making it tough for those with 9-to-5 jobs – your cancellation request hits a dead end. It’s a stark contrast to the ease with which many employees can sign you up.
The Online Account Conundrum
Even attempting to navigate the online portal for cancellation can be a headache. The FTC points out that customers need to remember their login credentials, which can be a challenge in itself. If you’ve forgotten your password, the recovery process is described as intricate, requiring specific details like your sign-up email, key tag numbers, and the first five digits of your payment card.
The Mail-In Mystery
For those who prefer to cancel by mail, the process is reportedly no simpler. Instead of being clearly informed about submitting a straightforward written notice, members are often directed to use a specific cancellation form. Even when using the form, the FTC alleges that crucial information needed for processing is not provided, and members are expected to bear the cost of sending it via certified or registered mail.
A Pattern of Resistance?
The FTC's press release from August 20th paints a picture of a company that, rather than simplifying cancellations in response to complaints, has trained staff to reject requests made over the phone or via email. The suit alleges that members attempting to stop payments through their banks or credit cards have found themselves rebilled, sometimes under new account numbers.
Legal Ramifications and Future Changes
These alleged practices are said to violate the FTC Act and the Restore Online Shoppers’ Confidence Act (ROSCA). While Fitness International, which also owns brands like Esporta Fitness, has since introduced a website cancellation option, the FTC contends it still imposes unnecessary burdens and buries cancellation information deep within its pages. The gym's mobile app, notably, does not offer a cancellation feature.
The FTC is seeking a court order to put an end to these practices and to secure refunds for consumers who have been negatively impacted. Fitness International has expressed disappointment with the lawsuit, stating the allegations are without merit. It’s a developing situation, and for LA Fitness members, understanding these alleged difficulties is the first step in navigating the cancellation process.
