LA Fitness — Attraction in Westmont

I wanted to bring to your attention a concern I had during my first visit to the gym today around 11:30am.

Upon arrival, I waited in line. The guy at the front desk stopped talking to the person who was there, leaned over, and said, "You have a question?", as if it wasn't my first time there. I honestly expected a "Welcome" or, "How can I help you?". I let him know I came to start a membership and just brushed off the sarcasm in his response. Nevertheless, every subsequent interaction I had with other staff members were very positive and helpful.

After reviewing the LA Fitness website, when I got home, it appeared that I may have paid for the wrong membership. I spoke with that same receptionist at the front desk on the phone and although he attempted to clarify the charges, I found the explanation slightly unclear. He told me I had to pay for last month and this month because I started my membership in the middle of the month and if I cancelled today, my last day would be next month on the 16th. This did not make sense to me but I was very polite and tried my best to understand. He repeated himself a few times and then said "I don't know no other way to explain it, that's just what it is, this is what you paid for...". I then asked if there was someone available who could probably help explain. He told me no one was available, so I offered to come back to the gym. He then said, "Yes you can come back, I think our general manager is available one sec" then clicks me on hold without notice. A few seconds later, I spoke to Chris, the GM. He answered by saying he heard I had some "issues", so I clarified there were no issues, I simply wanted to know what I paid for. Chris provided a thorough and understandable explanation of the charges, which was totally different from what the receptionist told me. I appreciate his helpfulness and am satisfied with his explanation.

I wrote this review, not for the visitors, but for the higher ups. Situations like this usually blow over because they're not addressed. However, I expect professionalism and kindness from a company I'm spending my hard earned funds with. I would appreciate better customer service and respect, being that I plan on visiting this gym on the regular. It is too easy to make someone like me look like I'm having "issues" or making a big deal out of nothing. It's ok to not know the answer to everything but when you're at work, your job is to help the customer and communicate without an attitude.

I just wanted to inform you of this situation and thought it best to bring it to your attention. If you have any further questions, please don't hesitate to reach out to me.

Thank you...

I’ve been going to this gym for the past 1 year. It has been a smooth experience without any hiccups along the way. There are several positive experiences to highlight.

1 - Personal training: I’ve been utilizing personal training sessions with Johnny Zamora for 1 year (6 months of 4 sessions per month and 6 months of 1 session per month). Johnny has proven to be a significant factor in improving my overall gym experience and physical activity. He has provided excellent support in workout planning & scheduling, fine tuning workout form, balancing diet and maintaining discipline. The training sessions have encouraged me to have a consistent routine throughout the year - I’ve showed up to the gym for over 200/250 weekdays and that has had a noticeable impact on my fitness level.

2 - Facility: Contains considerable variety of equipment required for all kinds of workout in adequate numbers. There’s a few specific ones that I’d like to see added (Decline bench). The support staff keeps the equipment clean continuously. The infrared sauna has been out of service for the whole year I’ve been here; people generally use the steam sauna.

3 - Training classes: I haven’t taken up any classes. There’s always a considerable number of people attending them which is a positive sign.

4 - People: The staff are pleasant and very supportive. I have not had any negative experiences from the other members of the gym. Mondays and certain Tuesdays are busy; you’ll have to wait a few minutes for the benches and squat racks, but nothing that I’d consider inconvenient.

Overall, I’m satisfied with the gym experience. There are areas where it could improve, but the current state is definitely...

Based off the 4 months I’ve been going to this location, Ide rate this gym 6.4/10 & not worth the price. The suana hasn’t been working for years which is the #1 reason why this gym has a low rating. Other than that, the staff are very friendly, basketball court is decent, locker room is very spacious.

Concern #1: TOO MANY PEOPLE! During peak hours (which is literally 4-8pm), you’re lucky if you can find an open treadmill, bench, or machine. There’s simply too many people for the amount of machines that there are, and it makes the whole experience unenjoyable. I’m pretty sure there’s only around 6 benches, 7 free weight benches, and 5 squat racks which is fine if the gym wasn’t always so packed.

Concern #2: The hours honestly suck. Closing at 9pm on a Friday is way too early, and closing at 7pm on weekends is ABSURD! I would go to the gym at 10pm if it meant not having to worry about finding an open machine.

Concern #3: The cleaning wipes for the machines are very far & very limited. I counted 4 for the entire gym which leads to people not cleaning their machines after using it. Last time I went, the nearest cleaning wipe dispenser was out of wipes so I walked to the other side of the gym just so I could clean my machine. Not cool.

Final verdict: This is the only gym in the area & teens are on summer break which is probably why it’s so packed. Adding more machines & closing at a later time would definitely make this location a lot better. GO TO...