Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. The business is referencing that the $114 balance currently on my account is separate of the charges they first mentioned. I cannot provide statements for both when they are the same charges. As I previously stated, I should not have the balance of $114, due to the fact that I had brought my account current from the charges mentioned in Feb 2015 and will not pay it a second time. During the check ins when I was questioned regarding my balance, I was told there was not a manager on duty to speak with. While I am sure there likely was, my request was not met. I did not have further issues regarding my account until now, when my online account reflects a balance that was not there at the time of the referenced check ins. Neither myself nor the attendants I spoke with on 7-1-2015 understood why my online account reflected $0.00 as my balance, but their computer showed I owed $114+. I was told a note was made and then it was not mentioned upon subsequent check ins, which I took to mean it was resolved. Now upon logging into my online account, it shows the balance. I also spoke with an individual back in Feb of 2015 when my account was charged the amount for the past dues, yet that does not seem to be noted in my account either. I will provide bank statements regarding the charges and I will still be requesting a written notice of my balance paid in full and reflecting the current balance with $0.00 due at the time of my cancellation, which I also request my membership cancellation be stated in writing from Planet Fitness.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[This is unacceptable. I was never contacted via the telephone. I was charged for services which I never used or was made aware were active and valid.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I have reviewed the response made by the business in reference to complaint ID [redacted]. I did not threaten the employee. I asked her to go the extra mile and look thru the files to see that I did come in on 6/2/17 and cancel. I went back to the gym on Saturday, June 24 and the person at the desk admitted that PF cancelled an account that had already been cancelled. The staff at the gym cancelled the wrong account. The account that was cancelled had been upgraded to a black card. I did my part and came in before the membership expired and cancelled my account as stated in the agreement. The employee was rude and I told her that I would not come up there again because her attitude was the pits and she and I will probably fall out. She escalated the conversation to "are you threatening me?". She owes me an apology for being rude and insensitive and for refusing to look into the matter more closely. Also I was given the managers phone number by an employee so I used it. I did my part and came in before the membership expired and cancelled my account as stated in the agreement. I should not be out of money because of the staff members mistake and since I am...I deserve a refund. The staff's customer service is not the best and this is the result of that. All of this could have been adverted had the young lady been courteous and did a little research instead of being rude and abrasive and telling me I needed to come in or else. That's rude and unprofessional and then to contact the police over your firms mistake is ridiculous. I came back to the gym the next day without incident. Please refund my money and let's be done with this matter. Regards, [redacted]
Regards,
[redacted]
In response to the statement from this complaintant:Last week a gym member came to the front desk of our gym and advised a staff member that there were 2 woman in the 30 minute room not following the instructions on the wall. She stated this was an ongoing problem and asked the staff to correct it....
For clarity, the 30 minute room is a separate room that has ten strength machines in it and 10 steps along with a green and red light affixed to the wall. There is a big sign posted out front that lets members know the room is for circuit users only. Inside the room the instructions on how to use the room. Members are required to do the circuit clockwise and to follow the red and green light. Working out when green and stopping when red. Members going counter clockwise will run into other members doing the circuit correctly. Members not following the light will also lead to the same result. Last week our manager explained the above to the member. Something that is done on a daily basis as some members like this one doesn't follow the instructions listed on the wall. Almost always after we explain how the room is to be utilized our staff is thanked and the member is pleased. Last week however this member became irate and told the manager she pays dues and she can do whatever she wanted to. She said she would be back and would do the room backwards and against the rules until she was canceled. She made good on her promise and came back yesterday. Our manager once again asked that the member and her friend follow the rules and she refused and was canceled. At absolutely no time did we or would we require a member to sign anything after they were a member that they were agreeing to follow the rules. This statement is just made up and I am baffled as to why .. The member upon joining agreed to follow the rules so we would not require her or anyone to do it again. The member was loud and abusive to staff and is against following our rules. We own and operate 19 locations since 2008 and have canceled 4 members in those 8 years. It is rare that a member just plain tells us they won't follow our rules but when that occurs we have no other choice but to part ways. We wish her the best on her fitness journey. Settlement is declined. No further response will come from us on this matter.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is...
set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] Could you update, that I have been in contact with the business, and we are have made an arrangement and I am satisfied.Thank you,[redacted]
[redacted] is 100% correct in that he canceled his sons membership on 6-29 and the last bill date should have been 6-17. The employee doing the cancel made an error and the membership was billed 10$ on 7-17-15. [redacted] called the gym on 7-17 and the manager looked up the account in...
question and see the error that was made. The manager immediately reversed the charge with our billing company and advised [redacted] the money would be credited to his account within 7-10 days. [redacted] said this was ok. Today, 3 days later [redacted] has filed a Revdex.com complaint requesting the money as well as the buyout fee paid back as well. I have mailed a check to [redacted] today for 10.65 which he will receive within 1-2 days. The 61.77 buyout fee was charged correctly per the membership agreement. If [redacted] suffered any other hardship such as a overdraft fee we would be happy to refund that as well if he sends proof of any. I assume there was no overdraft fee since it was not mentioned in the complaint. My regional manager has reached out to Mr. Warren to apologize for our error. RespectfullyMike H[redacted]PFMW C.O.O.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Thanks for the response, however there are very simple questions I want to know. 1. When I signed up for the $1.00 promotion why wasnt the contract portion mentioned or explained to me? But the explained and consistently talked about "grunting" and other non factor stuff. 2. If a payment didnot go through, why wasnt the money you were taking from my membership added to that balance? you can view just how many times Ive been in there. Do you think I will be paying for a membership that I dont use?? 3. I wrote a letter and dropped it off on my way to work...I knew that I had to have it in by the tenth because I called and that is what I was told to do. So now why is there not a copy to be found? In closing it is clear that this is some foolishness and omit information situation. My resolution is very simple. 1. close my account PERMANENTLY with a zero balance. I never want to be a customer of PLANET FITNESS AGAIN!! NOTE THERE WILL BE A CERTIFIED LETTER SENT TODAY..01/30/2017.. Thanks
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I was not notified via email that there had been action on the complaint and was not aware of such until now when I checked the status. I will not be able to provide bank statements by 5/10/2016 and request another 7 days to gather the documentation.
I have looked into this issue and have found the following:The balance due is from [redacted] dues not going through for 12-17-14, 2-17-15 and her annual fee on 2-1-15. In looking at her account there are no notes listed as far as any inquiries regarding the account from [redacted]. We have two managers...
on site from 9-9 on weekdays and 9-5 on the weekends. [redacted] check ins on 6-10, 7-1, 7-8, and 7-9 are all while we had two managers on duty so I am unsure how [redacted] was unable to be assisted by a manager. If [redacted] could provide the bank statements showing her dues paid for 12-17-14, 2-1-15 and 2-17-15 I would be more than happy to waive any balance. Any cancelation of the membership would need to be done by simply mailing us a letter or stopping in to any local Planet Fitness and filling out a cancelation form. It also was unclear to me whether [redacted] was stating she paid a 114 dollar balance. If so please send me that statement as well. Our club phone number is ###-###-#### and our manager Mallory C. would be more than happy to go over the members account with her and answer any questions.
Revdex.com:
In the response it did state that they had waived the full balance on the account and that the member is not responsible for it any longer. I did check online and it does look as it has been cancelled but still has a balance of $62.70....
Mr.[redacted] signed up for a membership with a 12 month minimum term agreeing to have 10$ plus tax deducted from his account on the 17th of every month. The club manager who has been an employee with Planet Fitness for 3 years signed Mr.[redacted] up. The agreement contains the cancelation policy which...
states it must be done by certified mail or in person at the club. Mr.[redacted] signed and initialed that he understood the agreeemnt and cancelation policy. To date there has been no certified letter or cancelation at the club as a 58$ buyout fee would have had to be paid if it was canceled prior to the 12 month term. Mr. [redacted] currently has a balance due of 82.80 for dues not going through for the months of April thru July. Since April we have sent a monthly text message to the number Mr.[redacted] supplied us when he joined. This number is not the same number supplied to the Revdex.com. I will also note Mr.[redacted] was a previous member of our Finneytown club and did cancel his membership there he had prior to this one so he is aware of the process Mr.[redacted] who has a 82.80 balance is requesting that Planet Fitness refund him money and I'm not sure I understand how that request can be made. As stated above Mr.[redacted] had a 12 month commit that just expired so a cancelation could not have been submitted earlier unless a buyout fee was paid which it was not. Also as noted above the months of April, May,June and July declined so what exactly could be refunded? As a courtesy to Mr.[redacted] if he accepts the offer as reasonable and satisfactory Planet Fitness will waive his existing balance if he comes into the club and cancels or sends a certified letter per policy. We would recommend this be done prior to 2/1 as his annual fee of 29$ will be billed on 2/1.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.MESSAGE FROM BUSINESS:The member has a membership and upon joining did receive a copy of the agreement that explained the billing of said membership as well as the cancelation policy. The member has been advised a few times to mail a certified letter or come in person to cancel as stated in the agreement. The member has not done so and does not have a copy of the receipt from a certified letter which is required for Planet Fitness to consider processing a refund. If the member sends a letter via certified mail or stops into the gym he can cancel the membership and Planet Fitness will refund the annual fee charged to the member. My response is this : I was never told, until 2/5/18 by Ellie W[redacted], that my request needed to be sent by certified mail. So does this mean since I sent via priority mail that I'm SOL? That's [redacted] business and even [redacted] customer service. It's easier to cancel a bank account or credit card than it is to cancel a membership with Planet Fitness. Regards,[redacted]
We have attempted to reach out to the complaintant via phone and email and haven't been able to reach them today. I am hoping this response reaches them in a timely manner. In regards to the initial complaint, we received notice from our corporate office on October 7th. The check was wrote and...
postmarked the same day. This check has been cashed. As a courtesy for the error and in addition to the refund, we did in fact offer October and November monthly dues at no cost. We would be happy to provide our billing statement showing that no monthly dues were charged to the member at this time. Upon further research, we found that the complaintant is paying for another member, which we have a financial cosigner form signed for. I have no doubt of the complaintant being able to show a bank statement for monthly dues attempting to come out of their account in October and November. However, I also can show every month other than October and November having two withdrawal attempts on the 17th instead of just one. There has been nothing charged, since the annual fee from the original complaint, that has been charged erroneously. The original complaint was rectified and as I mentioned before, the two free months, were granted in addition to the refund.
On 7/21 the member called the gym and spoke to staff regarding this issue. The member was advised that if he would send a copy of a cancellation form that he would have received we would refund the amount that day. When a member cancels a membership they are given a copy of the cancelation and...
also emailed that the membership has been canceled. Our copy is immediately scanned into the members file and the hard copy is put in a folder for the respective month. This is all done in addition to sending the member an email.. If at the time the member attempts to cancel they have a balance the member must pay said balance.. The date the member claims he came in to cancel he had an outstanding balance with the gym and a cancelation would not have been possible. A note would also be put on the file which also is not there. Lastly, all cancelations are physically logged in a binder for each month. In in checking into this issue we have found their is no hard copy of the cancelation on file, the member does not have a copy of the cancel or an email that would have been sent we have no sent email to the member, no hard copy in the file and we do not have the members name in the monthly log of canceled members. As noted above also, it would be absolutely impossible to cancel the membership when there was an outstanding balance on the account The account for the member had the dues decline for the months of January, annual fee Feb 1, March and April.. The member currently owes Planet Fitness a balance of 119.10 for those months if the member wishes Planet Fotness would waive the balance from the previous months that declined and cancel the membership.. If we were to say the membership was canceled sometime in March then the dues for Jan, Feb, March and the Feb annual fee would still have been needed to be collected that amount for those charges are approximately 20$ per month and 39$ for the annual fee
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. The business is referencing that the $114 balance currently on my account is separate of the charges they first mentioned. I cannot provide statements for both when they are the same charges. As I previously stated, I should not have the balance of $114, due to the fact that I had brought my account current from the charges mentioned in Feb 2015 and will not pay it a second time. During the check ins when I was questioned regarding my balance, I was told there was not a manager on duty to speak with. While I am sure there likely was, my request was not met. I did not have further issues regarding my account until now, when my online account reflects a balance that was not there at the time of the referenced check ins. Neither myself nor the attendants I spoke with on 7-1-2015 understood why my online account reflected $0.00 as my balance, but their computer showed I owed $114+. I was told a note was made and then it was not mentioned upon subsequent check ins, which I took to mean it was resolved. Now upon logging into my online account, it shows the balance. I also spoke with an individual back in Feb of 2015 when my account was charged the amount for the past dues, yet that does not seem to be noted in my account either. I will provide bank statements regarding the charges and I will still be requesting a written notice of my balance paid in full and reflecting the current balance with $0.00 due at the time of my cancellation, which I also request my membership cancellation be stated in writing from Planet Fitness.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[This is unacceptable. I was never contacted via the telephone. I was charged for services which I never used or was made aware were active and valid.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I have reviewed the response made by the business in reference to complaint ID [redacted]. I did not threaten the employee. I asked her to go the extra mile and look thru the files to see that I did come in on 6/2/17 and cancel. I went back to the gym on Saturday, June 24 and the person at the desk admitted that PF cancelled an account that had already been cancelled. The staff at the gym cancelled the wrong account. The account that was cancelled had been upgraded to a black card. I did my part and came in before the membership expired and cancelled my account as stated in the agreement. The employee was rude and I told her that I would not come up there again because her attitude was the pits and she and I will probably fall out. She escalated the conversation to "are you threatening me?". She owes me an apology for being rude and insensitive and for refusing to look into the matter more closely. Also I was given the managers phone number by an employee so I used it. I did my part and came in before the membership expired and cancelled my account as stated in the agreement. I should not be out of money because of the staff members mistake and since I am...I deserve a refund. The staff's customer service is not the best and this is the result of that. All of this could have been adverted had the young lady been courteous and did a little research instead of being rude and abrasive and telling me I needed to come in or else. That's rude and unprofessional and then to contact the police over your firms mistake is ridiculous. I came back to the gym the next day without incident. Please refund my money and let's be done with this matter. Regards, [redacted]
Regards,
[redacted]
In response to the statement from this complaintant:Last week a gym member came to the front desk of our gym and advised a staff member that there were 2 woman in the 30 minute room not following the instructions on the wall. She stated this was an ongoing problem and asked the staff to correct it....
For clarity, the 30 minute room is a separate room that has ten strength machines in it and 10 steps along with a green and red light affixed to the wall. There is a big sign posted out front that lets members know the room is for circuit users only. Inside the room the instructions on how to use the room. Members are required to do the circuit clockwise and to follow the red and green light. Working out when green and stopping when red. Members going counter clockwise will run into other members doing the circuit correctly. Members not following the light will also lead to the same result. Last week our manager explained the above to the member. Something that is done on a daily basis as some members like this one doesn't follow the instructions listed on the wall. Almost always after we explain how the room is to be utilized our staff is thanked and the member is pleased. Last week however this member became irate and told the manager she pays dues and she can do whatever she wanted to. She said she would be back and would do the room backwards and against the rules until she was canceled. She made good on her promise and came back yesterday. Our manager once again asked that the member and her friend follow the rules and she refused and was canceled. At absolutely no time did we or would we require a member to sign anything after they were a member that they were agreeing to follow the rules. This statement is just made up and I am baffled as to why .. The member upon joining agreed to follow the rules so we would not require her or anyone to do it again. The member was loud and abusive to staff and is against following our rules. We own and operate 19 locations since 2008 and have canceled 4 members in those 8 years. It is rare that a member just plain tells us they won't follow our rules but when that occurs we have no other choice but to part ways. We wish her the best on her fitness journey. Settlement is declined. No further response will come from us on this matter.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is...
set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted] Could you update, that I have been in contact with the business, and we are have made an arrangement and I am satisfied.Thank you,[redacted]
[redacted] is 100% correct in that he canceled his sons membership on 6-29 and the last bill date should have been 6-17. The employee doing the cancel made an error and the membership was billed 10$ on 7-17-15. [redacted] called the gym on 7-17 and the manager looked up the account in...
question and see the error that was made. The manager immediately reversed the charge with our billing company and advised [redacted] the money would be credited to his account within 7-10 days. [redacted] said this was ok. Today, 3 days later [redacted] has filed a Revdex.com complaint requesting the money as well as the buyout fee paid back as well. I have mailed a check to [redacted] today for 10.65 which he will receive within 1-2 days. The 61.77 buyout fee was charged correctly per the membership agreement. If [redacted] suffered any other hardship such as a overdraft fee we would be happy to refund that as well if he sends proof of any. I assume there was no overdraft fee since it was not mentioned in the complaint. My regional manager has reached out to Mr. Warren to apologize for our error. RespectfullyMike H[redacted]PFMW C.O.O.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Thanks for the response, however there are very simple questions I want to know. 1. When I signed up for the $1.00 promotion why wasnt the contract portion mentioned or explained to me? But the explained and consistently talked about "grunting" and other non factor stuff. 2. If a payment didnot go through, why wasnt the money you were taking from my membership added to that balance? you can view just how many times Ive been in there. Do you think I will be paying for a membership that I dont use?? 3. I wrote a letter and dropped it off on my way to work...I knew that I had to have it in by the tenth because I called and that is what I was told to do. So now why is there not a copy to be found? In closing it is clear that this is some foolishness and omit information situation. My resolution is very simple. 1. close my account PERMANENTLY with a zero balance. I never want to be a customer of PLANET FITNESS AGAIN!! NOTE THERE WILL BE A CERTIFIED LETTER SENT TODAY..01/30/2017.. Thanks
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I was not notified via email that there had been action on the complaint and was not aware of such until now when I checked the status. I will not be able to provide bank statements by 5/10/2016 and request another 7 days to gather the documentation.
I have looked into this issue and have found the following:The balance due is from [redacted] dues not going through for 12-17-14, 2-17-15 and her annual fee on 2-1-15. In looking at her account there are no notes listed as far as any inquiries regarding the account from [redacted]. We have two managers...
on site from 9-9 on weekdays and 9-5 on the weekends. [redacted] check ins on 6-10, 7-1, 7-8, and 7-9 are all while we had two managers on duty so I am unsure how [redacted] was unable to be assisted by a manager. If [redacted] could provide the bank statements showing her dues paid for 12-17-14, 2-1-15 and 2-17-15 I would be more than happy to waive any balance. Any cancelation of the membership would need to be done by simply mailing us a letter or stopping in to any local Planet Fitness and filling out a cancelation form. It also was unclear to me whether [redacted] was stating she paid a 114 dollar balance. If so please send me that statement as well. Our club phone number is ###-###-#### and our manager Mallory C. would be more than happy to go over the members account with her and answer any questions.
Revdex.com:
In the response it did state that they had waived the full balance on the account and that the member is not responsible for it any longer. I did check online and it does look as it has been cancelled but still has a balance of $62.70....
Regards,
[redacted]
Mr.[redacted] signed up for a membership with a 12 month minimum term agreeing to have 10$ plus tax deducted from his account on the 17th of every month. The club manager who has been an employee with Planet Fitness for 3 years signed Mr.[redacted] up. The agreement contains the cancelation policy which...
states it must be done by certified mail or in person at the club. Mr.[redacted] signed and initialed that he understood the agreeemnt and cancelation policy. To date there has been no certified letter or cancelation at the club as a 58$ buyout fee would have had to be paid if it was canceled prior to the 12 month term. Mr. [redacted] currently has a balance due of 82.80 for dues not going through for the months of April thru July. Since April we have sent a monthly text message to the number Mr.[redacted] supplied us when he joined. This number is not the same number supplied to the Revdex.com. I will also note Mr.[redacted] was a previous member of our Finneytown club and did cancel his membership there he had prior to this one so he is aware of the process Mr.[redacted] who has a 82.80 balance is requesting that Planet Fitness refund him money and I'm not sure I understand how that request can be made. As stated above Mr.[redacted] had a 12 month commit that just expired so a cancelation could not have been submitted earlier unless a buyout fee was paid which it was not. Also as noted above the months of April, May,June and July declined so what exactly could be refunded? As a courtesy to Mr.[redacted] if he accepts the offer as reasonable and satisfactory Planet Fitness will waive his existing balance if he comes into the club and cancels or sends a certified letter per policy. We would recommend this be done prior to 2/1 as his annual fee of 29$ will be billed on 2/1.
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.MESSAGE FROM BUSINESS:The member has a membership and upon joining did receive a copy of the agreement that explained the billing of said membership as well as the cancelation policy. The member has been advised a few times to mail a certified letter or come in person to cancel as stated in the agreement. The member has not done so and does not have a copy of the receipt from a certified letter which is required for Planet Fitness to consider processing a refund. If the member sends a letter via certified mail or stops into the gym he can cancel the membership and Planet Fitness will refund the annual fee charged to the member. My response is this : I was never told, until 2/5/18 by Ellie W[redacted], that my request needed to be sent by certified mail. So does this mean since I sent via priority mail that I'm SOL? That's [redacted] business and even [redacted] customer service. It's easier to cancel a bank account or credit card than it is to cancel a membership with Planet Fitness. Regards,[redacted]
The entire balance has been waived . If ever an issue the member has this email as a reference. It takes 24 hours sometimes to process.
The membership is canceled. I have waived the full balance on the account as well and the member is not responsible for it any longer.
We have attempted to reach out to the complaintant via phone and email and haven't been able to reach them today. I am hoping this response reaches them in a timely manner. In regards to the initial complaint, we received notice from our corporate office on October 7th. The check was wrote and...
postmarked the same day. This check has been cashed. As a courtesy for the error and in addition to the refund, we did in fact offer October and November monthly dues at no cost. We would be happy to provide our billing statement showing that no monthly dues were charged to the member at this time. Upon further research, we found that the complaintant is paying for another member, which we have a financial cosigner form signed for. I have no doubt of the complaintant being able to show a bank statement for monthly dues attempting to come out of their account in October and November. However, I also can show every month other than October and November having two withdrawal attempts on the 17th instead of just one. There has been nothing charged, since the annual fee from the original complaint, that has been charged erroneously. The original complaint was rectified and as I mentioned before, the two free months, were granted in addition to the refund.
On 7/21 the member called the gym and spoke to staff regarding this issue. The member was advised that if he would send a copy of a cancellation form that he would have received we would refund the amount that day. When a member cancels a membership they are given a copy of the cancelation and...
also emailed that the membership has been canceled. Our copy is immediately scanned into the members file and the hard copy is put in a folder for the respective month. This is all done in addition to sending the member an email.. If at the time the member attempts to cancel they have a balance the member must pay said balance.. The date the member claims he came in to cancel he had an outstanding balance with the gym and a cancelation would not have been possible. A note would also be put on the file which also is not there. Lastly, all cancelations are physically logged in a binder for each month. In in checking into this issue we have found their is no hard copy of the cancelation on file, the member does not have a copy of the cancel or an email that would have been sent we have no sent email to the member, no hard copy in the file and we do not have the members name in the monthly log of canceled members. As noted above also, it would be absolutely impossible to cancel the membership when there was an outstanding balance on the account The account for the member had the dues decline for the months of January, annual fee Feb 1, March and April.. The member currently owes Planet Fitness a balance of 119.10 for those months if the member wishes Planet Fotness would waive the balance from the previous months that declined and cancel the membership.. If we were to say the membership was canceled sometime in March then the dues for Jan, Feb, March and the Feb annual fee would still have been needed to be collected that amount for those charges are approximately 20$ per month and 39$ for the annual fee