LA Fitness Has One BIG Problem

I have been going to LA Fitness since 2017. Why? Because it’s a great gym: they have nice facilities, great workout equipment, engaging classes, attentive personal trainers, and all at a very decent price, even with the initiation fee included.

There’s only one problem (besides it being overcrowded past 5 PM): have you ever tried to cancel your gym membership?

This year, I joined a new gym at an incredible price and, therefore, I had no use of continuing my gym membership at LA Fitness. Only problem is that they did not want to let me go...at all.

Much like other industries, the fitness industry is not immune to the "boomerang effect" of loyalty programs. LA Fitness members, committed to their health and fitness goals, can become disheartened when they encounter service hiccups. Issues like overcrowded facilities (especially here in Miami), equipment maintenance delays, and subpar customer service can disrupt their fitness journey and lead to disillusionment. In some cases, they may want to cancel their memberships due to these servicing issues.

For myself, it was none of those problems, I just wanted to cancel my membership because I had moved to another gym.

If you go to LA Fitness’ website and you’d like to cancel your membership, you can’t.

Period. You cannot cancel your membership.

The website will take you through the prompts to cancel your membership, ask you why you’re leaving, give you incentives to stay, and at the end of it all, instead of canceling, there’s a screen that explains that you must send them a letter, which may take months for them to receive, telling the company that you are canceling your membership.

Why must it be THIS HARD to get out of a loop when it is so easy to get into one. I understand that, as a business, LA Fitness wants to keep as much of their base members as possible in order to hit their goals. But this is not the way to do it.

I think the worst part is that I really enjoy LA Fitness and I’m a strong advocate for their service. I enjoy the amenities they offer, the gym equipment is great, and the classes are spectacular. But, if I ever decide to leave the gym I’m currently going to, this one setback will make me think twice before going back to LA Fitness.

LA Fitness: fix this problem!