I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Regards, [redacted] ***
I have tried to call the member for over a week and have left messages and she has not returned my calls. Member signed up on 3/16/for the black card membership which at that time was a month minimum commitment at $per month. Once the months is complete
the membership goes to a month to month membership as outlined in her contract. Member never came in to cancel her membership (she was not able to provide cancellation paperwork when she talked to staff over the phone), which it states in her contract how to cancel the membership. Member signed up online for her membership where she signed that she had read and understood the cancellation and billing process. Member will still need to come in to cancel her membership to stop the billing as it states in the contract
I spoke with *** *** over the phone and went over our membership options and why we have checking as our primary form of payment. Also went over our secondary options which he was unaware of He said that would resolve the problem moving forward and he would come into the club to
update his secondary billing. I also told him we would waive $for late charges and he would be responsible for the other $which he said he would pay when he came into the club to update his secondary billing
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The business is not accepting responsibility for its actionsI have canceled per the policy and did not have any binding contact at the timeThe amount would not have been owed if they had canceled accordinglyAgain it is not my job to prove Planet Fitness employees did not file the cancelationMy bank does have this information on file and will be providing me with the docPlanet Fitness has on record I did not go to its facility for months but did call several times to try and figure out why the funds were still coming out of my account. They are now trying to get out of giving me a refund by still stating they cant find a cancelationThe proof is there, I did not use the service, I was not in a binding contract and contacted them SERVERAL times which they have on fileThere is no excuse as to why they did not cancel the membership in the first place and are now trying to blame the customer for an employees mistake
Regards,
*** ***
Please see the notes attached to Miss. [redacted] membership. There was a balance on her account that she never paid. Members cannot cancel their memberships without first paying off any balance they may have incurred. This is stated clearly in the contract she signed. If there had been any proof...
whatsoever of the cancellation she claims to have made, we would've quickly and easily refunded the monies drafted and/or cancelled any pending drafts promptly. However, without any evidence or proof of her "cancellation" we could not do so. Also, after seeing the notes on her account (attached) it was made clear she never cancelled according to policy. Please let me know if there are any further questions. [redacted]Regional Manager Roanoke, VA
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted]
Mrs. [redacted] may have very well contact the gym in March in cancel her membership. She spoke with our front desk employee [redacted] is a very smart young lady. Mrs. [redacted] must've misunderstood [redacted] when [redacted] explained the cancellation policy and procedures. [redacted] is trained well and would not have...
offered to cancel Mrs. [redacted]'s membership over the phone. The only two ways we cancel memberships are either in person or by certified mail. Both of these methods provide the member with PROOF/VERIFICATION of the cancellation. This is explained in the contract that is signed by Mrs. [redacted]. I spoke with Mrs. [redacted] this morning. I told her that I would absolutely refund her $20.05 monthly due for June 17th if they are drafted from her account because we now have PROOF of cancellation. However, I am sure that she will not be drafted at all. We are always willing to refund when we have verification that a mistake has been made on our behalf. In this case, we cannot verify any error made. I hope this helps to clarify the situation.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
In response to Mr. [redacted]'s complaint: The $39 annual fee is charged to every member once per year for maintenance of the equipment in the gym. This is written in black and white within the contract that was signed by Mr. [redacted]. Whether or not it was read by him, will remain...
in question. Lots of members forget about the annual fee, naturally, as it happens only once per year. The Regional Manager is required to call members back when there is the probability that Planet Fitness has made a mistake in charging a fee, in which case, a refund MIGHT be necessary. In this case, no mistake was made. Also in the contract, which was signed by Mr. [redacted], is the cancellation policy. It states that a member has the right to cancel in one of two ways; in either person or by certified mail. If the cancellation is received by the 10th of the month, then the member will not be charged on the 17th for monthly dues. If a member is still in a 12 month contract during this time, there will be a cost of $58 to buy out of the contract early. This was not completed by Mr. [redacted] on time. If a member wishes to avoid the annual fee, the cancellation must be received by the 25th of the previous month. This is also stated in the contact and Mr. [redacted] did not complete this on time either.
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Regards, [redacted] ***
I have tried to call the member for over a week and have left messages and she has not returned my calls. Member signed up on 3/16/for the black card membership which at that time was a month minimum commitment at $per month. Once the months is complete
the membership goes to a month to month membership as outlined in her contract. Member never came in to cancel her membership (she was not able to provide cancellation paperwork when she talked to staff over the phone), which it states in her contract how to cancel the membership. Member signed up online for her membership where she signed that she had read and understood the cancellation and billing process. Member will still need to come in to cancel her membership to stop the billing as it states in the contract
I spoke with *** *** over the phone and went over our membership options and why we have checking as our primary form of payment. Also went over our secondary options which he was unaware of He said that would resolve the problem moving forward and he would come into the club to
update his secondary billing. I also told him we would waive $for late charges and he would be responsible for the other $which he said he would pay when he came into the club to update his secondary billing
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The business is not accepting responsibility for its actionsI have canceled per the policy and did not have any binding contact at the timeThe amount would not have been owed if they had canceled accordinglyAgain it is not my job to prove Planet Fitness employees did not file the cancelationMy bank does have this information on file and will be providing me with the docPlanet Fitness has on record I did not go to its facility for months but did call several times to try and figure out why the funds were still coming out of my account. They are now trying to get out of giving me a refund by still stating they cant find a cancelationThe proof is there, I did not use the service, I was not in a binding contract and contacted them SERVERAL times which they have on fileThere is no excuse as to why they did not cancel the membership in the first place and are now trying to blame the customer for an employees mistake
Regards,
*** ***
Please see the notes attached to Miss. [redacted] membership. There was a balance on her account that she never paid. Members cannot cancel their memberships without first paying off any balance they may have incurred. This is stated clearly in the contract she signed. If there had been any proof...
whatsoever of the cancellation she claims to have made, we would've quickly and easily refunded the monies drafted and/or cancelled any pending drafts promptly. However, without any evidence or proof of her "cancellation" we could not do so. Also, after seeing the notes on her account (attached) it was made clear she never cancelled according to policy. Please let me know if there are any further questions. [redacted]Regional Manager Roanoke, VA
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,[redacted]
Mrs. [redacted] may have very well contact the gym in March in cancel her membership. She spoke with our front desk employee [redacted] is a very smart young lady. Mrs. [redacted] must've misunderstood [redacted] when [redacted] explained the cancellation policy and procedures. [redacted] is trained well and would not have...
offered to cancel Mrs. [redacted]'s membership over the phone. The only two ways we cancel memberships are either in person or by certified mail. Both of these methods provide the member with PROOF/VERIFICATION of the cancellation. This is explained in the contract that is signed by Mrs. [redacted]. I spoke with Mrs. [redacted] this morning. I told her that I would absolutely refund her $20.05 monthly due for June 17th if they are drafted from her account because we now have PROOF of cancellation. However, I am sure that she will not be drafted at all. We are always willing to refund when we have verification that a mistake has been made on our behalf. In this case, we cannot verify any error made. I hope this helps to clarify the situation.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
In response to Mr. [redacted]'s complaint: The $39 annual fee is charged to every member once per year for maintenance of the equipment in the gym. This is written in black and white within the contract that was signed by Mr. [redacted]. Whether or not it was read by him, will remain...
in question. Lots of members forget about the annual fee, naturally, as it happens only once per year. The Regional Manager is required to call members back when there is the probability that Planet Fitness has made a mistake in charging a fee, in which case, a refund MIGHT be necessary. In this case, no mistake was made. Also in the contract, which was signed by Mr. [redacted], is the cancellation policy. It states that a member has the right to cancel in one of two ways; in either person or by certified mail. If the cancellation is received by the 10th of the month, then the member will not be charged on the 17th for monthly dues. If a member is still in a 12 month contract during this time, there will be a cost of $58 to buy out of the contract early. This was not completed by Mr. [redacted] on time. If a member wishes to avoid the annual fee, the cancellation must be received by the 25th of the previous month. This is also stated in the contact and Mr. [redacted] did not complete this on time either.