LA Fitness — Local services in Lake Township

I’m writing to express my disappointment regarding a recent experience at your location, which left both my mother and me extremely frustrated.

Earlier today, I obtained a guest pass online for my mother so we could do a light cardio session before church. While I initially selected the wrong location (Pershing), I corrected the error once I noticed the GM’s name didn’t match. We arrived at the correct gym, provided the pass, and were asked to sit down, which was completely fine.

However, when we mentioned we were there just to use the cardio equipment, we were told that a manager would have to call us to activate the pass—something that was not mentioned in the confirmation email or on the website. In fact, the instructions specifically stated to come in to activate the pass. I pointed this out and even showed the “fine print,” which reiterated that the pass must be activated in person. Instead of acknowledging the discrepancy, the staff member insisted we either pay $20 for a day pass or sign up for a membership, which defeats the entire purpose of a “free trial.”

What was even more disappointing was the dismissive and condescending tone used. When my mom declined the membership offer, he responded with “ponte las pilas señorita,” which felt unprofessional and unnecessary. He also attempted to make a point about the time I registered for the pass, flipping his screen around and challenging my explanation—again, a pointless confrontation rooted in ego rather than service.

Even after we explained that this was just a trial and she was not ready to commit, he questioned the value of doing cardio at all, which felt incredibly inappropriate and judgmental.

This experience was not only frustrating but discouraging. The guest pass program is clearly advertised as a no-pressure trial to allow potential members to evaluate the gym. Instead, we were met with resistance, passive-aggressive comments, and upselling tactics that lacked basic courtesy.

Additionally, I’ve had a prior incident where I left my keys behind after a workout. I had just returned home from the gym and was about to begin work (I work from home), so I called to ask if someone could quickly check the machine I’d just been using. I was told it was “too busy,” yet when I returned during my lunch break, my keys were sitting right at the front desk in a drawer. No one had followed up with me despite my call.

While I understand everyone has off days, this level of customer service appears to be consistent. I work in process improvement, and many of these issues could easily be addressed with better communication, clearer policies, and a more supportive attitude from staff—especially those who are actively trying to sell memberships.

I hope this feedback is taken seriously. The facilities are great, but the staff interactions have been disappointing and...

I have been a member a long time member of L A and I had to post my experience. On December 20, 2023, I took my grandson with me to workout. I checked myself in and then checked my grandson into daycare . When I returned to pick up my grandson, I could tell something was wrong with him. When I asked him what happen. He told me a kid spit in my face. I went over to the attendant and asked her what happened and she confirmed that another kid did spit on my grandson. I asked the attendant why wasn’t I called and why she didn’t inform me there was an incident. The attendant stated that she added a note to the account. I told her that wasn’t good enough and I needed to speak to a manager. I went to the front desk and ask to speak to a manager. I was told the manger wasn't here. I asked to speak to a supervisor and I was once again told a supervisor wasn’t present.

I have been at this gym for years and the lady that presented herself as a manager in previous communications was sitting at her desk. She refused to talk to me. I explained everything that happened and I requested to talk to someone in charge. I was told once again no one was present. I asked for the corporates number and I now I am writing this letter to ask for your help.

There is a serious discrimination problem at this gym and it needs to be fixed. The first day that my grandson attended daycare, he was told he was a racist because he was black. He told me this after I picked him up but I addressed it with the attendant the next time I was at the gym. I explained to her my grandson was the only African American kid in the daycare and I didn’t want him picked on by the other kids. I asked her to please pay attention to what the kids were saying and doing and she told me she would. The next incident I witnessed myself. As I was coming into daycare I saw my grandson surrounded by two large Hispanic boys. One of them threw something at my grandson and I yelled that nobody better be putting there hands on my grandson. I asked the attendant what happening and she told me she didn’t know. I asked my grandson and he stated the boys were being mean to him. Now the third incident is a child spitting in my grandson face.

This is unacceptable and the way that it was handled was unacceptable. The attendant never told me it was an incident until I asked her what happened. At the time of the incident there was a minimum of 14 kids in daycare and only one attendant. How can one attendant oversee so many children and keep the children safe. The kids are allowed to yell and fight and nothing is reported to the parents. I have been a member for a long time and I feel that my grandson and I haven’t been...

When I first opened my account with L.A FITNESS, I included my daughter as well as my guest which I also pay for her. Today, I arrived with my daughter to the gym to do Cardio and this hispanic girl she was sitting on her computer in the front lobby all the way in the back. She was not even helping us or nothing. There was another girl in the lobby as well and she was on the phone. We walked in, I scanned and I was told to scan for my daughter since she is a guest. What's the point of scanning for your guest to sign her in if it's already shows that her name is in my account. I was going in with my daughter and as I was talking to my daughter. This disrespectful, Unprofessional female employee in the back, she was using the computer in the lobby who was sitting in the back yells at me "Ma'am, if you don't like it buy a membership for your guest". Why in the world would I purchase another membership for my guest if she's already included in my account??. First of all, I was NEVER TALKING TO HER OR OTHER EMPLOYEE IN THE LOBBY. She got involved in a PRIVATE CONVERSATION. I've been to other locations where I go with my daughter to workout and I have never scan for my guest since the employees hve access to the clients memebership accounts they can see who is included in the guest list of the account. But of course, they want to STEAL MORE MONEY FROM THEIR CLIENTS. SHE SHOULD'VE RESPECT AND MINDED HER OWN BUSINESS. NOW AS CLIENTS, WE DON'T HAVE ANY FREEDOM TO HAVE A PRIVATE CONVO SINCE THEY LOVE TO GET INVOLVED. I WILL NOT BE RETURNING TO THIS DAMN LOCATION. Anyone who is interested, don't come to this location who descriminate, and are very disrespectful to the clients. Customer service is the worst, I have ever experienced. I never thought that when dealing with a customer, you should yell as if your at an outdoor setting 😒🤷🏻‍♀️🤷🏻‍♀️🤷🏻‍♀️. All employees pretend to be working on their computers but have the audacity to disrespect clients. Horrible customer service. Money Hungry employees trying to suck out money regardless if you're paying your membership....