LA Fitness — Attraction in Newark

I have been a member of LA Fitness in Newark since 2021. I have logged back in to change my review because when I first signed up ALL of the staff and facilities were excellent. EVERY time you walked into the building, you were greeted by all staff. Facilities were always clean—custodial staff walked around consistently and wiped down unused equipment and kept the floors clean. Similarly, the bathrooms and sauna were clean, with the staff checking both regularly. The salesperson I signed up with, Brandon, always checked in with me, whether walking up to me to say hi while I was in the gym or a call making sure your services were high-quality. Unfortunately, he moved on. There were others that I did not work with directly, but they were all friendly. However, that all changed late 2022/early 2023, which brought some not so good changes. There has been a high turnover in front desk staff, as well as I have not seen custodial staff regularly walking the floor or in the bathrooms for at least the past 8 months. The women’s bathroom isn’t cleaned regularly. Several times it’s been closed because of a sewage issue, but the gym and locker room were still open. Since June, the sauna has been non operational. Recently, within the past two weeks, the training room has been closed. As for the staff, the people at the front rarely speak—except for ONE young man. In the evenings the operational manager is at the front, and she does not model for her subordinates appropriate interactions with clients. The general manager walks around and only speaks to certain people. He is rude and interrupts trainers while they are in sessions, and does not say “excuse me” to clients when pausing sessions. He walks in between the trainer and client and puts himself in the client’s personal space. This is very off putting when relationships haven’t been developed with all clients. I say all of this to say, that as a paying member, I do not appreciate my money being misappropriated. If I frequented the West Orange, Clark, or Cliffwood locations (which I go to depending on my work schedule), this maltreatment of clientele would not be tolerated—I’m really hoping this isn’t because of the zip code…. There’s no reason that a new club like Newark should be going downhill this fast, especially when you have a faithful membership that enjoy coming to the gym. Since we pay a monthly membership, all of the amenities should be available, and if there are needs for repairs, they should be completed in a TIMELY manner. LA FITNESS is a brand, and it should not matter the location you frequent—we should all have quality facilities and service. Do better! Once the changes for the better have been made, and are consistent, I will gladly come back and revise my review....

I’m currently a member of LA fitness in Newark and was getting a personal trainer for only six months. My six months was over i spoke to my trainer Luise and told him today was my last day and we both agreed and i thanked him. He then sends me a msg 2 was later telling me i have 4 more sessions, i then said not possible and he said you paid for more sessions. So i went to the gym spoke to front desk manager where she then told me i had to call corporate, so i called today telling them i want my money back bc my contract was over and i spoke to my trainer the last Monday of April. Corporate then tells me i have to go speak to the director for the trainers. So i went spoke to the New director for trainers Tyrell (not sure if spelled right) when then he proceeded to tell me that he can’t refund me my money but he can cancel my trainer’s contract. Basically LA fitness got me for my money even though i spoke to my trainer directly. So i called corporate AGAIN where then they told me that in my contract it says i was supposed to speak to the director to cancel. FYI it doesn’t say that, but i did tell my trainer my last day.

FYI the trainer will not tell you where to go or who to talk to, he will say his good byes and wait until you get billed to inform you that you have more sessions (they get commission). Then front desk manager will tell you to call corporate, you call corporate where then they tell you to talk to the trainers coordinator where then he will tell you while looking on the computer that corporate will not refund me bc i waited to long but he can cancel it for Me…..

I’m a single mother with no help from anyone i needed those $200 to complete my sons last tuition fee for this month, so now I'm I’m $200 short. I tried doing something for my self and it bit me in the ass. All they can say is you have 4 sessions left like that’s going to help my son. Biggest regret was signing up for a trainer here in LA...

I’m writing to express my deep frustration and disappointment with how I was treated by “Kiandra” Keyondra or Keandra at your facility early this morning, despite being a loyal and consistent member for years.

I’ve been working out at this location regularly around 5 a.m. and often bring my sons during the summer to help them train for basketball season. While I understand my membership includes a guest pass limit, I was never explicitly told that only one guest was allowed, and for years this has never been enforced nor has it been an issue with other staff or fellow members. Today, however, we were turned away at the door by a staff member named Kiandra.

Despite arriving at 5 a.m. after waking my sons up at 4 a.m. to build healthy habits, we were refused entry even after MULTIPLE long time members vouched for me and even offered to pay for guest passes or use theirs . We were told we would need to wait for the sales team. The tone and attitude with which this was handled lacked flexibility, empathy, or the spirit of good customer service. As someone who values discipline, consistency, and community, this experience was both disheartening and humiliating.

I fully respect rules and policies but I also believe there’s a human way to apply them. A respectful conversation, a one time courtesy, or a simple suggestion to resolve this for the future would’ve gone a long way.

I’d appreciate it if someone from management could review this incident and reach out to discuss a resolution. I want to continue supporting your gym, but today’s experience made me...