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Original Comment TO: LA Fitness Corporate Offices Subject: "I DON'T NEED YOU and I DON'T NEED YOUR BUSINESS" LA FITNESS NOTES FROM Gresham, OR Thursday May 2, 2014 0800hrs 1. Gresham LA Fitness segregated a pre-existing area to one now designated for trainers only. So do the trainers use this designed area all the time, sometimes or not at all? This order was modified so trainers have top priority at any time for the use of this area, and order people away from using the equipment. 2. This area has been for years, popular with the fee paying members and used on a daily basis sometimes with up to 8 to 10 people at one time. 3. David, the membership manager stated that the loss of that area was a corporate decision, that he and the club had nothing to do with that decision, so live with it. His message was loud and clear, if you don't like the changes I don't need you and I don't need your business. 4. He stated that the area in the back of the room (East end of the building) is now the area for the general membership to use for mats, stretching and exercising. This area "foot print" of available space, is less than 1/2 the area that was used prior, May 2nd. So why the change? What is the driving reason to kick out members from a very popular location? 5. This principle follows the concept that separate is the same as being equal, just different. Huh? It was not equal, and in fact the conditions are worse for the members. 6. This area is less than 1/2 the space as the area used by the membership and about 1/2 of that area has equipment that takes up most of the usable area. It's crowed, congested, limited mobility, and the lighting is not a good. Most of the mirrors are not effective because of the equipment crowded into this space. Not all the walls have mirrors, which is what the people were using. 7. David stated that members here in the Gresham LA Fitness Club pay anywhere from $.50 cents a day, up to $3.00 a day. OK, so what. That's not his concern how or why they got into the Club. Why this was thrown in I have no idea. He further went on to say that this is the best health club in the area and that if I do not like the new corporate policy, to leave. He was saying I don't need you, and if you don't like it just leave. He was not polite about his comments and tone of voice. I don't need you and I don't need your business isn't a good business model. The truth is there were several options available other than LA Fitness, at clubs that are as good. I did not discuss this point with him. I do know that LA Fitness isn't alone and needs customers. There are tell tale signs, such as lot of promotions, deals, passes handed out, etc. that tell me that there is a need for more members and dues. A rock solid business does not operate with that type of reliance. They work on customer relations, checking to see if there are any problems, checking to see what can be improved. I have never been asked if I am a happy client, or for suggestions on how to make improvements. I did however, after this blow up, go on-line to see what complaints LA Fitness has had and how LA Fitness responded to those complaints. That exercise was an "eye opening." LA Fitness has some serious problems and customer relations stands out as a major issue. 8. David stated that members come and go, and most come back. I have no idea if this was a true statement or not. I do know that people come, go and come back, but it's usually not due to extended circumstances not mentioned here. 9. EVERYTIME that I was asking a question or a point of clarification David would interrupt me. Stop me cold, tried to shut me up. I never got to finish one (1) question or make one point. This was just outright rude and not the person who I would want handling the public or my services. I had to tell David that I have not been able to make a statement or ask a question before he would interrupt me and I didn't appreciate that. I had some questions, my demeanor was always calm, cool, while he was in an aggressive raised voice I don't care what you have to say mode. 10. I was told that the area in question was being designed for trainers only. That's the area that has the equipment for the trainers. The other area does not have same floor space, equipment for people to use, and has limited mat space that the fee paying customers being placed into this isolation booth. Today there were 10 people using the "designated" area that were run off. There is no way for 10 people can safely use the exercise and stretching area that they are now are being forced to use. 10. Prior to 8 am on May 2nd there were no trainers on the floor, yet customers were being told to leave this area. Why? Nasty signs were now being posted telling people not to trespass. Restricted areas, such as group classes have a group leader. There were no leaders on May 2nd. Just a "cop" (David) running members off the floor. 11. David was in this area at 8:15 am and several members approached him expressing their discontent and concern with this arrangement. Nobody was rude or obnoxious, except for David. He tried to say that there has been nobody taking issues or making any complaints about this new arrangement. That was a flat out lie. There was no prior notification announcement, etc., just get out of here. I walked over to ask a question. He again was rude and still being obnoxious. There were only two "special" customers in this area at that moment, none of them with trainers. Four people came over with questions. Everyone was talking in a civil manner. David stated very clearly that you must leave this area or there will be consequences. Why are members being threatened? What are the consequences? Are you going to be arrested for trespassing in a health club that your already a member? 12. David is putting the entire responsibility on "corporate" for making this decision. This may or may not be true, as evidenced by what happened. After he ran off members from this newly designated area, there were a number of members that stayed, and were working out. Still there was no trainer in sight. I was told that this space was to be reserved for the six trainers that will be using it all at once. So what about those "special folks using the area?" I knew that his comments were not true, because there has NEVER been six trainers on the floor with clients for ever. Now this raises a concern, will the "trainers" use this area? History says NO, since they have not in the past. Are they using it since May 2nd or are they using something different? Did anyone think this through? Currently the trainers are doing what they have done in the past, and it's working. 13. So what is behind driving these decisions being made that are not in the best interests of the clientele . It's not the trainers, because they mostly use the equipment on the main floor, and the actual floor since there is more space for what they need to do. I can't believe "corporate" would be so naive to believe that with so few employed trainers that this space is critical to the operational needs of this health club. Then it struck me. This has nothing to do with trainers, it was the creation of an elite EXCUTIVE CLUB for those "high rollers" members. A space reserved for those paying higher fees with readily accessible equipment, even if there is no trainer on, in, or near this location. LA Fitness business model is flawed. Without the "ordinary" members, there would be no club. The fact that LA Fitness bought out other clubs for their memberships, has absolutely nothing to do with creating an area for trainers. They already had an area, it worked, was not congested, until the remodel was completed, then problems arose. 14. Nice going, this is about as bad as the politics of the 50's and 60's, except now it's in LA Fitness taking a politically incorrect attitude toward people. The "chosen" ones and those people. Your drinking fountain, and there drinking fountain. You have segregated the LA Fitness population into groups. In the 50's and 60's it was the race wars of the blacks and whites. Pure and simple you have singled out people for unequal and differential treatment, and if you don't like it, go somewhere else, we don't need your business. This resonation was a loud and clear message that was not and is not consumer friendly, and "corporate" should be ashamed of this model. 15. So why are your trainers underemployed? That's the real issue for you to address. Be honest about this. One of the largest deterrents is the hefty rates charged. It equates to about $80 an hour for the services of a personal trainer. That's just flat out expensive, causes a shortage of clients, trainers that not all are fully accredited without work. I can recall only three fitness instructors that have lasted longer than 2 years. For a business where people come and go all the time, that don't have a masters degree in the art of "fitness instruction" that is a problem. That also tells me that a huge chunk of that money goes to corporate, not to the trainers, the trainers are underemployed, and they turn over at a very fast rate. On the good side you have some excellent trainers who give group classes, that are well liked, highly skilled in the classes that they teach, and have a good response by having full classes. These folks have "credentials" and know the business. Not all you floor private trainers fit into this mold. 16. Excuse me for one minute, while I adjust the window in the back of the bus. It's a little stuffy in here, the view isn't as good, some of the equipment is no longer available, since the "rich" people get the reserved seats in the front, where the "money" people ride. 17. So my read on this is and the way it went down, "I don't need you and I don't need your business." That gives me a nice warm and fuzzy feeling. Makes me want to speak highly of LA Fitness and invite friend and family to join a nice friendly club where everyone knows my name and likes me as a client.

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