LA Fitness — Local services in Brookhaven

Everything is fine - until you need something from the staff.

Customer Service - the assistance and advice provided by a company to those people who buy or use its products or services. This definition doesn't include:

1. Telling someone to sit at a desk, then leaving them there and ignoring them because you don't want to deal with figuring out how to help (for 10 minutes) and when asked what's going on, saying, "I'm helping a customer" at the front desk (Huh?),
2. not admitting that you don't know how to do something and trying to flip that onto the customer (didn't know how to search by name, telling me "there are too many people with the same last name.") Uh, when I instructed them that a search could be done adding the location too, we found 2 people with the same name and the attitude I got was palpable ("Why do you have to bring this into it?" It's because you need to either do a proper search and find my account or get someone who can)
3. Making faces at the customer
4. Trying to physically intimidate a 5 foot woman, with a disability and a service dog (I appreciated a male employee coming into the situation, without knowing what was going on and getting in my space - a lot)
5. Telling someone that "the Operations Manager has different rules than you do" (yes, a quote),
6. Being unable to cancel a membership on a weekend when corporate tells customers to walk in to do this (or alternatively, you can get a form to send in, but if they say, "Walk in and cancel" that should work)
7. Previously telling a customer that you will change the membership status and then not doing it, resulting in overcharge (THEN, acting as though it's no big deal, STILL not changing it, asking, "Why are you upset?" Because it's the 4th thing you have not done, that you should be able to do and told me you would do).
8. Saying, "You have to come back on Monday because my GM and OM are not here," but calling them (in front of me).
9. having no idea what the corporate number is ("we don't have that") to try to deal with the situation because the Operating Manager is not there.
10. Being told that the Operating Manager will call me, but, when I ask, "What's my number?" Saying, "I don't know." What's my last name? "I don't know." So, see, that's how I know you're not going to do anything or give a message.

Here's how it could have gone: Can't find account? "I'm sorry, let me get someone or call someone to help." Total time: 2 minutes. Need to cancel? If you can sign people up every day (which I witnessed), you need to have the same capability to cancel every day. Promise to change an account but didnt? "I'm sorry. Let me refund that money." Going to escalate to a manager? Take the name, number of the person to whom they should make a call OR put customer on the phone with OM when you call in front of them Faces? Nope. Physical Intimidation? Nope.

It is a good thing I had a friend (who I brought to LA Fitness and she got a membership) right there to see all this, otherwise, I wouldn't have...

I like their equipment and place, but I honestly do not like the practice of talking you into a personal trainer contract that you can’t stop at anytime till it’s up, it’s not a good business practice, it’s like going through hoops to even try to talk to anyone to end my personal training sessions and contract for it, KWON is great for sure, but I have found another gym that is light years ahead, the place I go to has become my gym home, I’d like to keep my membership but want to drop the training as it’s hook line and sinker, nowhere do they tell you it’s a longterm contract, one competitor gives free personal training to members, the place I go to has contract free stop at anytime personal training at a much much better price, I’m sorry I couldn’t give a better review but it’s the truth, such bad business practice to do what’s being done company wise with the contract. I will be forced to pay out my co tract instead of them doing what’s right and cancel at no cost, seriously it’s not a good way to keep clients being locked into a you can’t back out of training unless you pay 50 percent of you remaining contract which is highway robbery. But other then this review the place is really clean and very well maintained. It’s a go to if I’m in a pinch time wise. I will or want my contract ended and it should be ended at no cost and not cost me losing my membership.

This place is a dump now I lowered my star level if it had zero I would select that, management is non-existent and I want a response to this they Sheist you and still bill you for training when your membership was canceled this place should just shut the doors refund all of its members and be done called today 2-13-2025 about being charged for training fees when I no longer train there and Kwan got fired just sealed it for this place. I want a full refund from months ago of when I stopped my training sessions and they can certainly see I only used 7 sessions in total in a year because of their inflexibility of training scheduling and not enough trainers on staff I’m so glad I joined Edge back in late July they are amazing full of trainers super nice staff and everyone is helpful and respectful so I expect them to management if any will be respectful and do the right thing and give me all the...

I went to LAF years ago when it was new, and there were lots of classes, active trainers, members, and they kept the facility in great shape. I know the club took a numbers hit from the Pandemic, but since my recent return, I've seen a steep decline in quality, which shouldn't change.

One positive: I haven't had to wait for equipment. I do sometimes have to wait for a swimming lane (but this is understandable, as there are only 3 lanes.)

My main issue is that I do not feel that the workers are proactive or that they do all they can to ensure the best, cleanest, high-quality experience. At least when I'm there, staff doesn't appear to move much from the desk, including the cleaners. For example, I've watched many members not clean their equipment after themselves because the dispenser was out of paper towels. (This is a simple thing that should be checked constantly in a gym, in my opinion, especially during a Pandemic and especially because I've never seen the staff clean the equipment-perhaps this happens at night?) When I asked them to replace it, it took a very long time for them to replace it. I've walked in and seen no staff at the front desk before, and several times it has been hard to get someone on the phone. Dirty spots in the pool (that I see every week)make me question how deeply it is cleaned/how often it is really checked beyond chlorine levels.

Staff was not able to explain to me if/how member access to various parts of the facility would be controlled after they switched to the tiered Esporta model, so I'm not sure if there's any reason for me to pay for the top tier. There are very few classes offered, but I suspect that's because of decreased members and I do think they're trying to increase this.

I'm so glad to have a gym/pool right down the road from where I live, and I just don't want to see it decline, so I'd just like to see them step it up a...