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.
Sincerely,
[redacted]
Good Afternoon, My name is [redacted] and I am the Regional Manager for the Joliet,IL Planet Fitness. I am responding back to a letter we received from the Revdex.com which case number is [redacted]. Although it does not say it in the letter, the couple at hand were originally angry due...
to our annual membership fee that just recently came out on October 1st. Attached to this email, is all guidelines and procedures of how and when we charge the annual fee as well as what is posted in the club for all to see. On a separate email, which I will send out immediately following this one, I have attached both agreement forms and cancellation forms for Mr. and Mrs[redacted] I apologize that it could not be attached to this email, the files were too big. When Mrs. [redacted] first called the club, she spoke with my assistant manager [redacted]. She claimed to be upset that her husbands annual fee was a different price from her own ($10 more) and that we had overcharged him and demanded a refund. [redacted] explained to her after looking up both of their accounts that their annual fees were in fact different because of when they first originally signed up. Mrs. [redacted] signed up in 2015, when our company had the annual fee for the $10 a month membership to be $29. When her husband signed up, it was very recently here in 2016 and the price of that memberships annual fee had now risen to the $39. This price change took place effective January 1st of 2016. Once she was explained this, she then was upset that she was never told about any annual fee and that it is not right to be taking out extra money when we had no business doing so. Again, it is stated in their agreements when they sign up that all monthly fees, annual fees and the dates they will come out. When she still didn't get the answer she was looking for, she told [redacted] that she wanted corporates number and that she will call them to complain about our poor customer service and get her money refunded. [redacted] gave her the number and asked her if there was anything else she needed and they both hung up. Mrs. [redacted] then called corporates number to which she got a busy signal. Now granted Planet Fitness has over 1,000 locations nationwide and during the time of annual fees, they get numerous phone calls because people either forget about them coming out or claim to say we never told them about them, so their call volume is very high. At that point, she calls the club back and asks to speak to someone higher up than [redacted] to which our General manager [redacted] took the phone and asked her how we could further help her. Mrs. [redacted] told her that the number was invalid, nobody will answer her and that we better let her talk to corporate right away. Unfortunately, like I stated before, we are not in charge of that number, it is run by the Corporate office. We explained this to her and how our gym is privately owned and not run by corporate and then she told [redacted] that since she works for corporate that she needs to do something about this. Again [redacted] does not work for corporate and is only the manager of the Joliet facility. We then tried calling the corporate number ourselves a few times and we were finally able to get through and were told again that they were experiencing issues due to high volume. In the end, Mrs. [redacted] was not happy and stated that we have terrible customer service and the Revdex.com will be hearing from her. In conclusion, we did everything in our power to inform the customer of why the prices were different and as to why they came out on October first. By giving her corporates number, we abided by her wishes and unfortunately her not being able to get through resulted in this letter to your company. We did show excellent customer service, abided by and answered every question that she asked and tried to help her to a solution. This happens quite often and we get many of these phone calls due to people not reading contracts or forgetting about certain fees. However, we are very straight forward when asked any questions and see no need to have our company looked at negatively due to a customers lack of responsibility and judgement. In the attachment you will also find [redacted] and [redacted] response as to what happened when speaking with Mrs[redacted] If you have any more questions or concerns please feel free to email me back at any time, I am always here to help out. Thank you so much for your time.- [redacted]
[redacted]
[redacted]
[redacted]
[redacted] Good afternoon, My name is [redacted] and I am writing in per request of case number [redacted] for a...
[redacted]. Before even getting into the gym member's complaint and request, I wanted to inform you that we have tried contacting Mr. [redacted] on numerous occasions via email and phone and have left messages to no avail. We are currently trying to work with him to resolve the matter but he has not been complacent. We are now asking if it is possible for you to reach out to him to contact us so we can explain the situation and resolve it, if not I will send all documentation needed on our end to clear any such refund or improper practice of membership dues that Mr. [redacted] is stating. Please get back to me at your earliest convenience, it would be very much appreciated. Take care, [redacted] Regional Manager MBM Fitness Management LLC www.planetfitness.com
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.
Sincerely,
[redacted]
Good Afternoon, My name is [redacted] and I am the Regional Manager for the Joliet,IL Planet Fitness. I am responding back to a letter we received from the Revdex.com which case number is [redacted]. Although it does not say it in the letter, the couple at hand were originally angry due...
to our annual membership fee that just recently came out on October 1st. Attached to this email, is all guidelines and procedures of how and when we charge the annual fee as well as what is posted in the club for all to see. On a separate email, which I will send out immediately following this one, I have attached both agreement forms and cancellation forms for Mr. and Mrs[redacted] I apologize that it could not be attached to this email, the files were too big. When Mrs. [redacted] first called the club, she spoke with my assistant manager [redacted]. She claimed to be upset that her husbands annual fee was a different price from her own ($10 more) and that we had overcharged him and demanded a refund. [redacted] explained to her after looking up both of their accounts that their annual fees were in fact different because of when they first originally signed up. Mrs. [redacted] signed up in 2015, when our company had the annual fee for the $10 a month membership to be $29. When her husband signed up, it was very recently here in 2016 and the price of that memberships annual fee had now risen to the $39. This price change took place effective January 1st of 2016. Once she was explained this, she then was upset that she was never told about any annual fee and that it is not right to be taking out extra money when we had no business doing so. Again, it is stated in their agreements when they sign up that all monthly fees, annual fees and the dates they will come out. When she still didn't get the answer she was looking for, she told [redacted] that she wanted corporates number and that she will call them to complain about our poor customer service and get her money refunded. [redacted] gave her the number and asked her if there was anything else she needed and they both hung up. Mrs. [redacted] then called corporates number to which she got a busy signal. Now granted Planet Fitness has over 1,000 locations nationwide and during the time of annual fees, they get numerous phone calls because people either forget about them coming out or claim to say we never told them about them, so their call volume is very high. At that point, she calls the club back and asks to speak to someone higher up than [redacted] to which our General manager [redacted] took the phone and asked her how we could further help her. Mrs. [redacted] told her that the number was invalid, nobody will answer her and that we better let her talk to corporate right away. Unfortunately, like I stated before, we are not in charge of that number, it is run by the Corporate office. We explained this to her and how our gym is privately owned and not run by corporate and then she told [redacted] that since she works for corporate that she needs to do something about this. Again [redacted] does not work for corporate and is only the manager of the Joliet facility. We then tried calling the corporate number ourselves a few times and we were finally able to get through and were told again that they were experiencing issues due to high volume. In the end, Mrs. [redacted] was not happy and stated that we have terrible customer service and the Revdex.com will be hearing from her. In conclusion, we did everything in our power to inform the customer of why the prices were different and as to why they came out on October first. By giving her corporates number, we abided by her wishes and unfortunately her not being able to get through resulted in this letter to your company. We did show excellent customer service, abided by and answered every question that she asked and tried to help her to a solution. This happens quite often and we get many of these phone calls due to people not reading contracts or forgetting about certain fees. However, we are very straight forward when asked any questions and see no need to have our company looked at negatively due to a customers lack of responsibility and judgement. In the attachment you will also find [redacted] and [redacted] response as to what happened when speaking with Mrs[redacted] If you have any more questions or concerns please feel free to email me back at any time, I am always here to help out. Thank you so much for your time.- [redacted]
[redacted]
[redacted]
[redacted]
[redacted] Good afternoon, My name is [redacted] and I am writing in per request of case number [redacted] for a...
[redacted]. Before even getting into the gym member's complaint and request, I wanted to inform you that we have tried contacting Mr. [redacted] on numerous occasions via email and phone and have left messages to no avail. We are currently trying to work with him to resolve the matter but he has not been complacent. We are now asking if it is possible for you to reach out to him to contact us so we can explain the situation and resolve it, if not I will send all documentation needed on our end to clear any such refund or improper practice of membership dues that Mr. [redacted] is stating. Please get back to me at your earliest convenience, it would be very much appreciated. Take care, [redacted] Regional Manager MBM Fitness Management LLC www.planetfitness.com