Dial a Maid

Hello [redacted] thanks so much for reaching out! I’ll be more than happy to clarify the membership transfer as well as our refund and cancellation policies In order to help you out as much as possibleFirst and foremost, I want to apologize for any confusion, inconvenience, and/or misunderstanding on behalf of Fitnessas well as Planet Fitness in the process of your membership being transferredI know one of your concerns was that your membership was transferred from one gym to another without your consent In terms of the transfer of the membership itself, based on your contract with Fitness19, it did state that if Fitnesshad to close their doors, they would transfer the membership to a comparable gym within a mile radius In order to facilitate your fitness goals, both you and your husband’s memberships were transferred to the Planet Fitness, Pflugerville location Your monthly dues remained the exact same and you were not placed in a commitment, therefore, you could cancel with Planet Fitness at any point without a cancellation fee Based on your statement, I understand that you had requested to be refunded for dues that you had been charged through Fitnessprior to them closing Although Planet Fitness cannot refund any dues that Fitnesshad previously charged, we are more than happy to stop any further transactions, per your request After reviewing both of your accounts, I see that your husband, ***, did stop by and sign off on a cancellation form on October 1st and has not been charged any dues from Planet Fitness sinceFor your account, I do not see any cancellation form on file nor check-ins However, as a courtesy we have already cancelled your account with us, as of today Moreover, I have refunded your monthly dues for both October and November and you should see that reflect back onto your account within 7-business days Finally, I noticed that you also mentioned you had cancelled your membership with Fitnessprior to them closing With that said, if you can provide us with a copy of your Fitnesscancellation form, we are more than happy to refund you any dues that were drafted after the fact I hope this helps answer many of your questions and concerns and ultimately resolves this issue for you, as you will not see any further drafts from Planet Fitness moving forwardPlease do not hesitate to reach out to us if you have any further inquiriesThanks so much for all your patience! -Planet Fitness Team

Mr [redacted] ,If you can provide the receipt for the certified letter that you sent your local Planet Fitness, we will be more than willing to refund your membership for this past month and cancel your membership Unfortunately we do not except phone, fax or emailed cancellations All cancellations need to be done in person or via certified mail per the terms that you agreed to on your contract Please let us know if you have any other questions Have a great day!Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: Can I go to any location and cancel in person or does it have to be the original gym where I signed up? This would be the fastest way to wrap this up Regards, [redacted]

To Whom it May Concern,Attached you will see a copy of Mr [redacted] 's contract His contract states "To cancel your monthly membership and stop the billing of the monthly membership fee on the 17th of the month, the club requires written notifications by the 10th of the month delivered to the club in person or postmarked via certified mail to the club address listed above." We have yet to receive a cancellation request via certified mail, nor had he filled out a cancellation form at the front desk If Mr [redacted] has in fact cancelled his membership per his agreement terms, we would be more than happy to issue a refund All that we need is either a carbon copy of his cancellation form dated back to "the time he cancelled" or a certified receipt from the US Postal office dating back to when he cancelledPlease let us know if you need any other information or have any questions Thank you and have a great day! [redacted]

Complaint: [redacted] I am rejecting this response because:My membership agreement does not say to cancel via certified mailThis is a lieThe membership agreement says to give written noticeThis written notice was given three timesA letter was mailed and the location was emailed twiceThis membership is way over months old so all contract obligations have been metYou can see by the companies response that they refuse to honor their agreements and rip customers offThey were notified by a phone call, mail and two emails and yet they still refuse to cancel the membershipSee a copy of my membership agreement that is attachedThis complaint also suffices as written notice.Below are copies of at least one email that was sent: [redacted] 3/05/To: [email protected] Cc: [redacted] , Vanessa [redacted] , lv [redacted] @gmail.com Planet Fitness,I [redacted] am giving you written notice per delivery of this document that I am cancelling my membershipYou no longer have authorization to charge my debit card, credit card, or bank account for any chargesYou are obligated to cancel this membership immediately upon receipt of this emailThis includes all locations but specifically pertains to the location at West Palm BlvdRound Rock, Tx Below is a copy of the conditions in the contract for cancellation The language in the contract requires written notificationThis email is written notificationAll information for this account and that I am the account holder is belowYou have proof that this is the account holder that this email originates from the email address on file and the same email that the contract was communicated to.• To cancel your monthly membership and stop the monthly billing on the 17th of the month, the club requires written notification by the 10th of the month delivered to the club in person or preferably via certified mail Any monthly membership can be cancelled upon days written noticeAll account and billing changes must be made on or before the 10th of each monthYou cannot prepay your monthly dues[redacted] Formerly at:Promenade Crt.Round Rock, tx 78665Membership # [redacted] Date: 3/5/2016Phone: [redacted] 0r [redacted] Regards, [redacted]

Hi Ms***,First I would like to apologize about the situation that you ran into with one of our facilities, I am currently looking into this situation for you. I do have a couple of questions for youDo you have the last 4 digits of the debit card that is being charged?
Do you also have the last of the checking account that is being effected? I can run a report that shows who this membership is charging with this information. Also, have you ever signed up for a membership with us or signed up a friend/family member/significant other?I hope to get this resolved for you as soon as possible. Please get me this information as soon as you can. Have a great day!*** ***

To Whom it May Concern, *** *** signed up with Planet Fitness on 12/3/and his membership is a month commitment. After his months are up, his contract then goes month to month as stated in his contract. In order to cancel his membership, he would need to cancel
on or before the 10th of the month to avoid the 17th monthly draft and on or before the 25th of January to avoid his annual fee. We have yet to see an attempt to cancel or have a cancellation on file for Mr***. Attached you will See the Membership agreement stating the verbiage above. Please let us know if you have any questions. Thanks! *** ***COO- Planet Fitness Austin, DFW

Mr***,If you scroll down on the contract that you signed and agreed to, located on section Cancellation rights, it states, "THE WRITTEN NOTICE MUST BE MAILED BY CERTIFIED MAIL TO THE FOLLOWING ADDRESSes: (List of our locations)" Your membership will remain active and continue to draft until it is cancelled per the membership agreement Also, I would like to note that the email address that you sent your "request" to is not a valid email address and is no longer in use A certified letter ensures that both parties receive a copy or receipt of the cancellation request and a cancellation done in person does the same, because the member receives a carbon copy of the cancellation form signed in the location.Regards,*** ***- CEO/COO

Complaint: ***
I am rejecting this response because: The contract that *** *** COO of Planet Fitness provided is not the same as the one that I haveHe is showing a revised contract that is not signedPlease provide a copy of a signed contract or agreement *** *** COO of Planet FitnessThe wording in the contract that I provided is below and can be referenced in the previous attachment.• To cancel your monthly membership and stop the monthly billing on the 17th of the month, the club requires written notification by the 10th of the month delivered to the club in person or preferably via certified mail. The wording says preferably not requiredOnce again that is preferablyPreferably is not a legal obligationOnce again I would like *** *** to provide a signed contractAny further charges are not authorizedYou have received notice by mail, twice by email, and now through an intermediary the Revdex.com*** *** cannot provide a signed contract nor can *** *** explain why the contracts are differentNor can *** *** explain the wording preferablyHowever, *** *** insists to draft charges when the customer has adamantly requested through multiple outlets to cancel a membershipThe email was sent to another email addressAlso know that I spoke to a customer service agent on the phone and he admitted that this is a terrible business practiceHe said that he has brought it up in meetingsHe said that it is only a policy to take advantage of customers by making cancellation as complicated as possibleHopefully you record your calls for quality assurance purposesthe call was placed on Saturday 3/5/I am sure you can ask your employees and find out who spoke to Mr*** on 3/5/2016. mailed letteremailsRevdex.com mediationPhone call that an employee admitted it was a horrible business practice
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I have never seen, made aware, or signed this contract (Does state electronically signed but that was not me) , this is a total surprise to meI called the Slaughter Location months ago with my request to cancel and never heard back, I tried to login to my account online, couldn't remember my password, tried to reset and I have yet received my email for password reset..This business is operating fraudulently and needs to be investigated on their business practices
Regards,
*** ***

To Whom it May Concern, Mr. [redacted] signed up for a membership with Planet Fitness on 5/17/14, which is a 12-month commitment.  After his commitment is meant, his agreement would continue on a month to month basis until his membership is cancelled per his membership agreement (see...

attached.) The club requires cancellation of membership in person or via certified mail per his attached membership agreement that he agreed to as well. All items that pertain to his claim are highlighted on his agreement. Please let us know if you have any other questions.  Have a great day!Regards,[redacted]- CEO/COO

Complaint: [redacted]
I am rejecting this response because:My membership agreement does not say to cancel via certified mail. This is a lie. The membership agreement says to give written notice. This written notice was given three times. A letter was mailed and the location was emailed twice. This membership is way over 12 months old so all contract obligations have been met. You can see by the companies response that they refuse to honor their agreements and rip customers off. They were notified by a phone call, mail and two emails and yet they still refuse to cancel the membership. See a copy of my membership agreement that is attached. This complaint also suffices as written notice.Below are copies of at least one email that was sent:[redacted]  3/05/16 To: [email protected] Cc: [redacted], Vanessa [redacted], lv[redacted]@gmail.com Planet Fitness,I [redacted] am giving you written notice per delivery of this document that I am cancelling my membership. You no longer have authorization to charge my debit card, credit card, or bank account for any charges. You are obligated to cancel this membership immediately upon receipt of this email. This includes all locations but specifically pertains to the location at 200 West Palm Blvd. Round Rock, Tx 78664. Below is a copy of the conditions in the contract for cancellation.  The language in the contract requires written notification. This email is written notification. All information for this account and that I am the account holder is below. You have proof that this is the account holder that this email originates from the email address on file and the same email that the contract was communicated to.• To cancel your monthly membership and stop the monthly billing�...⇄ delivered to the club in person or preferably via certified mail.  A...⇄ changes must be made on or before the 10th of each month. You canno...⇄ at:1000 Promenade Crt.Round Rock, tx 78665Membership #  [redacted]Date: 3/5/2016Phone: [redacted]
Regards,
[redacted]

To Whom it May Concern, Mr. [redacted] signed up on 8/26/2013 and is billed monthly at $21.70.  Stated on Mr. [redacted]'s agreement "To cancel your monthly membership and stop the billing of the monthly membership fee on the 17th of the month, the club requires written notification by the...

10th of the month delivered to the club in person or postmarked via certified mail to the club address listed above." We have yet to receive a cancellation notice via certified mail or in person from Mr. [redacted] and his membership will remain active until this is received.  If Mr. [redacted] has a receipt of the certified letter that he states that he sent, we will be more than willing to waive any past due balance and cancel his account. As of today, Mr. [redacted] owes an outstanding balance of $86.80 and will remain active.  Please see attached agreement and feel free to reach out with any questions.  Have a great day!Regards,[redacted] COO

Complaint: [redacted]
I am rejecting this response because: Can I go to any location and cancel in person or does it have to be the original gym where I signed up? This would be the fastest way to wrap this up.
Regards,
[redacted]

To Whom it May Concern,Attached you will see a copy of Mr. [redacted]'s contract.  His contract states "To cancel your monthly membership and stop the billing of the monthly membership fee on the 17th of the month, the club requires written notifications by the 10th of the month delivered to the...

club in person or postmarked via certified mail to the club address listed above."  We have yet to receive a cancellation request via certified mail, nor had he filled out a cancellation form at the front desk.  If Mr. [redacted] has in fact cancelled his membership per his agreement terms, we would be more than happy to issue a refund.  All that we need is either a carbon copy of his cancellation form dated back to "the time he cancelled" or a certified receipt from the US Postal office dating back to when he cancelled. Please let us know if you need any other information or have any questions.  Thank you and have a great day![redacted]

Hello [redacted] thanks so much for reaching out! I’ll be more than happy to clarify the membership transfer as well as our refund and cancellation policies In order to help you out as much as possible. First and foremost, I want to apologize for any confusion, inconvenience, and/or misunderstanding...

on behalf of Fitness19 as well as Planet Fitness in the process of your membership being transferred. I know one of your concerns was that your membership was transferred from one gym to another without your consent.  In terms of the transfer of the membership itself, based on your contract with Fitness19, it did state that if Fitness19 had to close their doors, they would transfer the membership to a comparable gym within a 10 mile radius.  In order to facilitate your fitness goals, both you and your husband’s memberships were transferred to the Planet Fitness, Pflugerville location.  Your monthly dues remained the exact same and you were not placed in a commitment, therefore, you could cancel with Planet Fitness at any point without a cancellation fee.    Based on your statement, I understand that you had requested to be refunded for dues that you had been charged through Fitness19 prior to them closing.  Although Planet Fitness cannot refund any dues that Fitness19 had previously charged, we are more than happy to stop any further transactions, per your request.  After reviewing both of your accounts, I see that your husband, [redacted], did stop by and sign off on a cancellation form on October 1st and has not been charged any dues from Planet Fitness since. For your account, I do not see any cancellation form on file nor check-ins.  However, as a courtesy we have already cancelled your account with us, as of today.  Moreover, I have refunded your monthly dues for both October and November and you should see that reflect back onto your account within 7-10 business days.  Finally, I noticed that you also mentioned you had cancelled your membership with Fitness19 prior to them closing.  With that said, if you can provide us with a copy of your Fitness19 cancellation form, we are more than happy to refund you any dues that were drafted after the fact.  I hope this helps answer many of your questions and concerns and ultimately resolves this issue for you, as you will not see any further drafts from Planet Fitness moving forward. Please do not hesitate to reach out to us if you have any further inquiries. Thanks so much for all your patience! -Planet Fitness Team

Complaint: [redacted]
I am rejecting this response because:I have already requested termination of my agreement in writing and by email twice but Planet Fitness refused to respond. I have sent ANOTHER written request to terminate my contract. Each time I ask the attendants on duty over the phone how to cancel I get a different answer.  I have heard this is a common complaint among other pwople who wish to terminate their membership.  Is Planet Fitness suggesting I send ANOTHER termination request via certified mail?
Regards,
[redacted]

Mr. [redacted]Thank you for reaching out.  I did take a look at your membership which allows only one guest per visit which it states online on the Black Card Benefits portion.  You signed up for your membership on 4/21/15 which is a 12 month agreement, please see attached document that you...

agreed to online.  You can cancel your membership one of two ways, either in person or by certified mail.  If you do cancel your membership prior to the 12 month term, than you are subject to an early termination fee of $58+tax which will need to be collected prior to cancelling your membership.Please let us know if you have any other questions and feel free to reach out to us.  Thanks and have a great day![redacted]

Mr. [redacted],If you can provide the receipt for the certified letter that you sent your local Planet Fitness, we will be more than willing to refund your membership for this past month and cancel your membership.  Unfortunately we do not except phone, fax or emailed cancellations.  All cancellations need to be done in person or via certified mail per the terms that you agreed to on your contract.  Please let us know if you have any other questions.  Have a great day!Regards,[redacted]