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My name is [redacted] and I am the club manager of Planet Fitness located in Gainesville, FloridaI am responding due to an apparent complaint by Ms [redacted] In Early February, Ms [redacted] had spoken to An employee Named ***She explained that she had lost her Headphones, jacket ( or a t-shirt) and a copy of her membership agreement (which she did not inform [redacted] of) in a locker from a few days agoShe also stated that she had her items locked in a lockerOur procedure of any items left locked overnight is that the lock will get cut off, all items will be bagged and tagged with the locker number the items were left in [redacted] Searched our lost in found at the front desk and also looked our back room where most of the items that get left overnight get storedAfter searching both areas where we store overnight items, there was no evidence of her items being left overnight [redacted] offered to give her a lock free of charge if we did or did not cut a lock off [redacted] then informed Ms [redacted] that he will check with the overnight cleaners to see if anything turned upThe next day, Ms [redacted] walked into the facility and asked [redacted] for an update on her items [redacted] simply stated that we sorry, nothing turned upTo what I recall, she turned down the free lock to lock her items up for future useUpon this situation occurring, I received an email from Ms [redacted] on Saturday, February 5th at 5:42PM stating her point of view of the situationImmediately Monday morning when I came into the facility I contacted Ms [redacted] about her experience here at Planet Fitness to understand what had happened (before asking my staff)I expressed to her that we have signs in the locker room about items being left over night, and that I would be more than happy to provide her with a brand new pair of the same headphones she had lost(not used)She expressed thank you for the offer but they were only $20, you do not have to do that.I also had asked her what her clothes looked like so I, myself can look for themShe stated not to worry about the clothesI also stated that we will do our best to make sure her future visits will not be like she had experience previouslyShe then stated that since I did not reply on the weekend, she went ahead and joined another fitness facilityI expressed that he membership is a month commitment and she can always terminate the membership for a $buy out fee [redacted] came into the club two days ago and cancelled her membership We did our best to make her a satisfied member, but my thought is that she wanted out because she joined another fitness facility the same time she joined ours My best, [redacted]

Planet does allow members to cancel any membership option, at any timeThe member also received a copy of the membership agreement at the time of enrollment, that clearly defines the billing dates, amounts, term, and cancellation policyAs the complaint indicates, members should be aware of the specific requirements for cancellation.Members are held accountable to the terms clearly depicted within the membership agreementThe agreement includes two sets of initials and a signature acknowledging their understanding of the agreement and the above referenced items contained within it.In the event a member does not wish to continue, they simply need to submit a written request for cancellationIn this instance, the member agreed to an early termination fee but is now upset by their prior consent for such fee.If you have any questions or if we can be of assistance, please feel free to contact us.Thank you,Planet FitnessGainesville, FL

My name is [redacted] and I am the club manager of Planet Fitness located in Gainesville, Florida. I am responding due to an apparent complaint by...

Ms. [redacted].  In Early February, Ms. [redacted] had spoken to An employee Named [redacted]. She explained that she had lost her Headphones, jacket ( or a t-shirt) and a copy of her membership agreement (which she did not inform [redacted] of) in a locker from a few days ago. She also stated that she had her items locked in a locker. Our procedure of any items left locked overnight is that the lock will get cut off, all items will be bagged and tagged with the locker number the items were left in.  [redacted] Searched our lost in found at the front desk and also looked our back room where most of the items that get left overnight get stored. After searching both areas where we store overnight items, there was no evidence of her items being left overnight. [redacted] offered to give her a lock free of charge if we did or did not cut a lock off. [redacted] then informed Ms. [redacted] that he will check with the overnight cleaners to see if anything turned up. The next day, Ms. [redacted] walked into the facility and asked [redacted] for an update on her items. [redacted] simply stated that we sorry, nothing turned up. To what I recall, she turned down the free lock to lock her items up for future use. Upon this situation occurring, I received an email from Ms. [redacted] on Saturday, February 5th at 5:42PM stating her point of view of the situation. Immediately Monday morning when I came into the facility I contacted Ms. [redacted] about her experience here at Planet Fitness to understand what had happened (before asking my staff). I expressed to her that we have signs in the locker room about items being left over night, and that I would be more than happy to provide her with a brand new pair of the same headphones she had lost(not used). She expressed thank you for the offer but they were only $20, you do not have to do that.I also had asked her what her clothes looked like so I, myself can look for them. She stated not to worry about the clothes. I also stated that we will do our best to make sure her future visits will not be like she had experience previously. She then stated that since I did not reply on the weekend, she went ahead and joined another fitness facility. I expressed that he membership is a 12 month commitment and she can always terminate the membership for a $58 buy out fee.  [redacted] came into the club two days ago and cancelled her membership.  We did our best to make her a satisfied member, but my thought is that she wanted out because she joined another fitness facility the same time she joined ours.
 
My best,
 
[redacted]

Planet does allow members to cancel any membership option, at any time. The member also received a copy of the membership agreement at the time of enrollment, that clearly defines the billing dates,...

amounts, term, and cancellation policy. As the complaint indicates, members should be aware of the specific requirements for cancellation.Members are held accountable to the terms clearly depicted within the membership agreement. The agreement includes two sets of initials and a signature acknowledging their understanding of the agreement and the above referenced items contained within it.In the event a member does not wish to continue, they simply need to submit a written request for cancellation. In this instance, the member agreed to an early termination fee but is now upset by their prior consent for such fee.If you have any questions or if we can be of assistance, please feel free to contact us.Thank you,Planet FitnessGainesville, FL

I have reviewed the rather crude and seemingly hostile response made by the business in reference to complaint ID [redacted]767. While I understand the unrefined response stating that I signed documents acknowledging said responsibility, I still do not believe this business practice to be ethical and still request that they permit customers to cancel in the same way that they are allowed to sign up. I did not have to send in a written letter to sign up for the service, and did not have to come in person; I signed up online. Why must customers agree to the extraordinary cancellation requirements in order to use their facility. Also, merely because something is legal and you can get a consumer to sign agreeing to it, doesn't make it ethical. This has been proven in courts time and again. I hope they review their cancellation practices as a result of this complaint, and I wish them well in their competition with Gainesville Health and Fitness.
 
Regards,
 
Kamia Mwango