LA Fitness — Attraction in Glendora

WORST CUSTOMER SERVICE FROM THE BOTTOM TO THE TOP. THEY WILL TAKE YOUR MONEY AND NOT GIVE YOU ANY ACTUAL SERVICES IN RETURN. I went to the Glendora location to sign up my son, my father, and I. I told them my son should be primary, as he would work out on his own, and occasionally I would accompany him as a guest under the family plan, but we would use my credit card to pay. Instead they made a mistake and put me as primary.

Shortly after, I went into the hospital with a life threatening illness for nearly 6 months. My son tried to use the membership while I was in the hospital within the 1st month, and they turned him away, telling him he was not the primary, and they could do nothing without me PHYSICALLY there to correct the issue, or even cancel the membership. I was incapacitated and obviously could not come in. They also turned away my father, as they never gave him his own membership under AARP, they simply added him as a guest, therefore he couldn't use the membership and workout either, without me present.

My credit card was auto-billed during this entire time, while the membership for my son and father was PREVENTED from being used by the Glendora location due to their mistake in listing me as primary. 6 months later when I was out of the hospital and well enough to actually make a call to try to remedy this, they stated "too much time had passed" and they wouldn't change it into my son's name. All they could do was "freeze" my membership and charge me $10/mo until I was well enough to come back in. I was too physically ill to argue with them at this point, so I agreed to freeze the acct, since I planned to return once the doc released me to exercise.

I physically went to the Glendora location on 6/9/25 and spoke with Evelyn, who basically passed the buck and told me I had to call the corporate offices. She told me she would call and get them on the line for me while I was doing my 1st workout there, but instead handed me a card with the corporate phone# to call on my way out. She DID offer me an unacceptable option to cancel this membership and START ALL OVER, paying 1st and last months membership fees AGAIN, plus an increase of $10/mo. NOT HELPFUL.

I then called corporate the same day on 6/9/25 at 949-255-7200 and reached a female. She told me she would handle it, then left me on hold 15 minutes, and the the call disconnecred. I called back and got a rude young man named Elias, who continually spoke over me and proceeded to tell me "there was no basis of my claim, and that because he personally was not there when I signed up, he didnt know what actually happened." ‍I told him, I WAS there, and I was trying to explain it to him. I asked to speak to his manager, and he said there was none, but Oh Joy, I could call back a 4th time while they passed the buck yet again, so that I could speak to another call representative and explain the situation a 4th time.

I told him all of this was likely a simple clerical error on Glendora's part, because the membership was being paid for with my credit card in my name, so they likely just made an error and simply put my name primary. All I wanted was the name changed to what I originally asked. Elias continued to tell me "I had no basis" & "too much time had passed."

I then told him to cancel my membership. He said that's not possible. I'd have to PHYSICALLY go back in to one of their locations to do so.🤦‍♀️

Needless to say, STAY AWAY FROM FROM THESE CROOKS WHO WILL TAKE ALL YOUR MONEY AND OFFER NO HELP OR ACTUAL MEMBERSHIP SERVICES, OR ADMIT THEIR...

Training Director Julia 3 months in the job according to her had to call her boss and talk to the trainer Derek when I requested her to revert my training session the trainer failed to show up. Three days had passed but my training credit wasn’t returned yet. Eventually I requested the trainer Derek to schedule me a training session without putting it on my training reservation so my training credit won’t be deducted. But the trainer still put it on my reservation. I had to call him before he deleted it from my training reservation. As I arrived on my recent training session, trainer Derek was chatting with his lady client. I arrived on time at 8:00 AM and warmed up for 5 mins at the training area but he was still chatting with his lady client who was there before me. So I decided to go to the racket court and did walling with the tennis ball and my tennis racket. Few minutes later he followed me at the racket court and asked me if I’m ready then went on with the training. That was my last session with him and I texted him the other reasons why I was switching trainer. Twice he told me he wanted to watch me play tennis. I texted him the addresses and dates but he never showed up. The first one he said he came late coming from his trip. Second time he said he doesn’t receive messages from the company issued phone. So he said he’ll give me his personal number but never gave it to me until just recently when he missed a session with me. He was just fooling me that he wanted to see me play tennis. I was requesting a Friday session with trainer Derek and he said he doesn’t come on Fridays. But when I went to the gym that same Friday, he was there training with a lady client. I just let it go and kept to myself. I failed to show up one Thursday due to an emergency. I just let him earned the credit Though he never bothered to ask me why I missed my session. When I checked on my App, I saw Derek scheduled me the ff Tuesday & Thursday without texting me. Though it was my usual schedule with him but I already missed my recent Thursday meaning my schedule varies. I moved the Tuesday he scheduled to Monday, one day ahead. That was the one he didn’t show up. As he was no show on Monday, I saw him on Thursday and he said I should have texted him about the change. My response was, he said beforehand he doesn’t receive messages on the company issued phone. He replied: “Sometimes.” That was funny! Then he told me he’ll give me his personal number so he could give a free session to cover his no show. But he only gave me his personal number after I made a follow one Saturday when I saw him at the gym while I was at the racket court. Lastly, he only recorded my training sessions in the book during the first few sessions. Later he said it’s not needed and I did not insist.

As a result of bad experiences with both Training Director and Trainer, I decided to move to LA Fitness Baldwin Park. I was able to talk to Carlos the Training Director and I believe he’s more competent and supportive. He’s even willing to cover for the Trainer if ever he doesn’t show up. He could also revert training credits by himself without calling his boss. Same with the other Training Directors I encountered at various LA...

LA Fitness is LA Fitness is LA Fitness. Like any other chain...gyms, restaurants, mechanics, etc....the real difference among the locations is the local management and, frankly, this location just doesn't seem well-managed compared to close locations like West Covina, Arcadia, and El Monte.

It's hit or miss on whether the folks at the front counter actually greet you on the way in. Sometimes it takes 2 or 3 of them to talk to one person so you may have a slight delay in trying to scan your ID...nothing big but another management issue of training folks on how to work with customers.

They definitely don't say anything to you when you leave, however, unless perhaps you partake in the personal training or you are a talker who does more chatting than exercising. Again...this is compared to other locations.

Machines are down constantly with on average 2 or 3 treadmills, and at worst about 5 or 6, inoperable. Some have signs and some don't, but when you go upstairs to the treadmills it's essentially like rolling the dice hoping to get on one that works. Machines downstairs that are inoperable may or may not have a sign on them...you just find out when you hop on the machine. The same channels are on the TVs and there is no attention to what is current. When the Olympics were happing in Paris...CNN and local news were on. When Disney and Spectrum were at a contractual impasse, 4 or 5 televisions had the error message from spectrum. No thought as to maybe finding another channel. Again...just poor management, no training, or both.

Finally, the cleanliness. The custodial staff is moving around the gym consistently, but I don't know if I've ever seen them actually wipe down (empty) equipment. What they will do, is mop right next to you, under you, in front of you whilst completing exercises. Now the floor is wet when you get up with wobbly legs after a few leg sets. Again...poor management.

All in all, there are easy adjustments to be made but after coming here for a few years...they won't be made. Just make sure to wipe down your own equipment...