Brown Concrete

Initial Business Response /* (1000, 10, 2015/06/17) */
Contact Name and Title: *** *** - RM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@planetfitness.com
This member enrolled in February of His membership agreement states that he is committed to a month commitment,
then rolls into a monmonth term after the initial month periodThis is a very common practice for many businesses that enter into contracts with customers, such as cell phone providers, cable providers, etcThe cancel policy clearly states that the member is responsible for cancelling in person or via certified mail on or before the 10th of any month to discontinue membershipThis is done to ensure both parties have written proof of cancellation
As the member states in his complaint, we told him over the phone that we don't cancel memberships over the phoneWe put notes in the computer to record any conversations with members that call about billing or cancellation questions, but we in no way would have led him to believe his membership would be cancelled via telephoneI think it is obvious that if the member thought his membership should have been cancelled in October 2014, which would have also required a buyout fee of $which was not paid at that time, he would have not waited months to call and ask why he was still being billedI will be more than happy to supply a copy of this member's agreement to show we clearly covered this information at the time of sale and he initialed and signed the document in numerous placesWe were clear when we signed him up and when he called about how to go about cancelling
This member was not lied to about the billing either, we handle all operations at the club level, except for billing and refundsThose are handled by *** *** We told him we could cancel him at the club, which we did, but would not be allowed to refund him, because we are not authorized to do so
OFFER:
The member is now cancelled, since he did come in person to fill out a cancel form on 6-2-There will be no refund for this member as we did nothing outside the agreement we made with this member

Initial Business Response /* (1000, 5, 2016/12/15) */
***'s account was cancelled on 12/16/He also tried to cancel his daughter, ***'s accountBoth memberships were under a month minimum term, ***'s account was billed twelve times to fulfill his minimum term, therefore he could
cancel without paying a buyout fee***'s account had a balance of *** meaning two payments had been missedIn order to avoid paying a *** buyout, the staff informed *** that in order to cancel his daughter's account he would need to pay the balance to fulfill the month minimum termThis interaction is documented in ***'s membership on 12/16/Management will cancel ***'s membership immediately, however a refund will not be issued because *** was aware of what needed to be done to cancel his daughter's account, as documented in ***'s account; refusal to do so resulted in the account being billed as per the agreement signed