Future Fitness Centers

How is it legal to offer the same service to all customers at different prices?!? Everyone pays a different membership fee for the same exact fitness membership

I am in receipt of complaint ID [redacted] dated January 5, We appreciate the opportunity to respondAs indicated, [redacted] is disputing the amount of $I have been unsuccessful reaching her by phone to discuss and would welcome the opportunity if need beThe complaint references the contract and the cancellation feesIn reviewing her contract, the cancellation clause states, "Membership dues may be cancelled at any time for any reason by coming in person to Planet Fitness and by giving a full days prior written notice from member's next billing date." The cancellation notice was completed on 7/24/14, which would require dues for August, September and October [redacted] paid the dues with the exception of October, which declinedA fee was assessed to this payment resulting in an account balance of In reviewing the account detail, it appears this was adjusted in late November and the balance on the account is The account was cancelled with no further obligationWe apologize for the confusion and can only assume the balance letter was received after the account had been adjusted to Thank you again for the opportunity to respondWe appreciated your assistance in resolving this matter.Sent on: 1/15/11:15:AMSent by:

Thank you far the opportunity to respond to
the complaint brought forth by the above referenced individual
Ms*** *** voluntarily purchased a renewal membership with Future Fitness en 3/11/in the amount of $which she paid for in cash (see attached receipt)Ms***‘s signature on the attached contract both represents the purchase of the membership and her agreement to the terms and conditions of the
contractMs*** provided Mr***’s credit card ending in *** to pay her contractual monthly dues (see attached credit card slip)However, no dues were pre- paid on this card as stated in her complaint,
Ms*** was informed that she would need to have her boyfriend sign the appropriate documents before she would have club useA check in message was placed on Ms***’s account notifying the from desk to remind Ms*** when she arrives of the items needed prior to her using the club
On March 25, Mr.*** *** (Ms*** boyfriend) contacted Our customer service department to inquire why his girlfriend is continually stopped at the front desk upon her arrivalI explained to Mr*** that we are still awaiting his signature on his credit card imprint as well as on (3) separate places on Ms***’s contractMr*** requested that I send this documentation to his home and he would sign and it and mail it back to me and further requested that I allow his girlfriend touse the club ininterim I explained to Mr*** that he needs to physically come in and sign these documents
On May 7, 2014, Ms *** contacted our customer service department demanding a refundMs***’s contractual monthly dues drafted on 5/1/in the amount of $and she requested that Future Fitness refund Mr***’s credit card on file since we did not have Mr***’s signatures and therefore, did not have the authorizatiun to bill his credit cardWe immediately refunded Mr***’s card the full $-
Ms*** is now responsible for the balance due and any further dues that will be billed until Ms*** voluntarily cancels her membership
As a courtesy to Ms***, we will extend her activation date to June 1, which will allow her more time to get the necessary paper work submitted so that she can utilize the facilityIf Ms*** would like to discuss this option I will make arrangements for her to meet with a membership consultantI am scheduled Monday through Friday from am to pm
Please do not hesitate to contact me should you need any further information regarding this matter
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because:
Not canceling something I never started. When paying the 86 to begin with they were quick to swipe my card but when it came to letting me in it was a problem. This gym is like a car dealership, nothing but complaints about their staff and how they treat their customers. The lady said they had me checking in after the date I signed up which they are lying about because my membership supposedly ended a month before and I continued to check in because they had my name in th system twice and was unaware that it actually had ended. The whole reason they kept calling me an texting me unprofessionally from their private cell phones and telling me I could even take the papers out to the car and "have [redacted] sign it", aka falsify a document. I still have the messages I would gladly show to corperate. The papers were therefore never fully signed which is why they would let me in in the first place, so rip them up and be done with it. That is all.
Regards,
[redacted]

I am in receipt of complaint ID [redacted] dated January 5, 2015. We appreciate the opportunity to respond. As indicated, [redacted] is disputing the amount of $56.03. I have been unsuccessful reaching her by phone to discuss and would welcome the opportunity if need be. The complaint references the...

contract and the cancellation fees. In reviewing her contract, the cancellation clause states, "Membership dues may be cancelled at any time for any reason by coming in person to Planet Fitness and by giving a full 90 days prior written notice from member's next billing date." The cancellation notice was completed on 7/24/14, which would require dues for August, September and October. [redacted] paid the dues with the exception of October, which declined. A fee was assessed to this payment resulting in an account balance of 56.03. In reviewing the account detail, it appears this was adjusted in late November and the balance on the account is 0. The account was cancelled with no further obligation. We apologize for the confusion and can only assume the balance letter was received after the account had been adjusted to 0.00. Thank you again for the opportunity to respond. We appreciated your assistance in resolving this matter.Sent on: 1/15/2015 11:15:18 AMSent by: 23.30.96.97

Review: This gym is horrible. They swiped my boyfriends card for an initial three months to start up and said I would be good for the three months. He had to come in in those three months and sign the papers for them to start taking out directly starting in May when those three months were up. So I go into the gym and the lady won't let me in. After fighting with them as telling them I was already paid for they let me in. After that I did not go back. My boyfriend was going to go in and sign the papers for them to start taking money out but the sales people kept texting me and harassing me to come in and sign the papers. When I was already paid for of three months mind you. I finally told the sales person stop texting me I am not joining the gym this is crazy that I am dealing with this. So this month, they take unauthorized money out of my boyfriends account, without his consent or signature on anything!! I called them and told them to refund it and they are giving me a hard time threatening me with collection agency's. I just want them to get what they deserve. I'm also going to future fines headquarters with this. I am not paying 150 to end this membership that I never even startedDesired Settlement: I just want this to be done with. I already paid them 80 dollars for three months as they would not even let me in the gym, I'm not asking for that back I just want this over with and I'm not paying them a cent more

Business

Response:

Thank you far the opportunity to respond to the complaint brought forth by the above referenced individual.

Ms. [redacted] voluntarily purchased a renewal membership with Future Fitness en 3/11/14 in the amount of $79.18 which she paid for in cash (see attached receipt). Ms. [redacted]‘s signature on the attached contract both represents the purchase of the membership and her agreement to the terms and conditions of the

contract. Ms. [redacted] provided Mr. [redacted]’s credit card ending in [redacted] to pay her contractual monthly dues (see attached credit card slip). However, no dues were pre- paid on this card as stated in her complaint,

Ms. [redacted] was informed that she would need to have her boyfriend sign the appropriate documents before she would have club use. A check in message was placed on Ms. [redacted]’s account notifying the from desk to remind Ms. [redacted] when she arrives of the items needed prior to her using the club.

On March 25, 2014 Mr. .[redacted] (Ms. [redacted] boyfriend) contacted Our customer service department to inquire why his girlfriend is continually stopped at the front desk upon her arrival. I explained to Mr. [redacted] that we are still awaiting his signature on his credit card imprint as well as on (3) separate places on Ms. [redacted]’s contract. Mr. [redacted] requested that I send this documentation to his home and he would sign and it and mail it back to me and further requested that I allow his girlfriend touse the club ininterim. I explained to Mr. [redacted] that he needs to physically come in and sign these documents..

On May 7, 2014, Ms [redacted] contacted our customer service department demanding a refund. Ms. [redacted]’s contractual monthly dues drafted on 5/1/14 in the amount of $65.13 and she requested that Future Fitness refund Mr. [redacted]’s credit card on file since we did not have Mr. [redacted]’s signatures and therefore, did not have the authorizatiun to bill his credit card. We immediately refunded Mr. [redacted]’s card the full $65.13. -

Ms. [redacted] is now responsible for the balance due and any further dues that will be billed until Ms. [redacted] voluntarily cancels her membership.

As a courtesy to Ms. [redacted], we will extend her activation date to June 1, 2014 which will allow her more time to get the necessary paper work submitted so that she can utilize the facility. If Ms. [redacted] would like to discuss this option I will make arrangements for her to meet with a membership consultant. I am scheduled Monday through Friday from 10 am to 6 pm.

Please do not hesitate to contact me should you need any further information regarding this matter.

Sincerely,

Review: I joined this gym over a year ago. I began a job as an engineer for [redacted] this requires me to be in [redacted] nearly 7 days a week. This makes it impossible to go to this gym. To cancel your membership, you must come IN PERSON monday- friday from 10-6pm only. Which I did today. I told the sales rep that I am no longer in the area and I must cancel the membership. First he tries to sell me on freezing my account for a fee. Several times I tell him that I simply want to cancel. This is where he became dismissive and annoyed with me. He goes behind the counter and comes back with another contract. This contract is for me to cancel. I read it over, again trying to lock me into other things. At this point I am annoyed, I told him I do not want to sign anything, just cancel my membership. He decides to go off on me, Telling me that I am required to sign this contract as per the original contract I signed when I joined. So I asked him to let me see that contract. At this point he says thats impossible, wouldnt be able to get it until next week and I would have to make another appt. Correct me if I am wrong, but no one can force you to sign a contract? So I asked him what other way can I cancel, first he says no this is the only way. Then he changes his story. The second time I ask, he tells me I can send a certified letter to [redacted] (their accounting dept). So I asked if I could go there and speak to them. He states that They will not see customers. At this point I realized he was telling me lie after lie. So I wrote all of the information he told me, on the the new contract he wanted me to sign. When I showed him, he went to the manager (who was no where to be found before) to look at it. He comes back says nothing and begins filling out another contract ignoring the one with the information on it he had just told me. He tells me "my manager told me not to sign that" finally I asked for a corp.# REFUSEDDesired Settlement: I just want the membership cancelled and to not be charged in the future by them for anything they threatened me with turning me into collections if I change my credit card number How is that anyway to run a business? Also I spoke to my friends and family NINE of them experienced the same treatment when they tried to cancel. To the point, my friend [redacted] mother was diagnosed with terminal cancer so they went in to cancel her membership. This disgusting company still continued to charge this poor woman. Finally she lost her battle and passed away. It took [redacted] bringing in her mother's death certificate for them to stop billing them. That is an absolute disgrace. Something has to be done.

thank you for your time

Consumer

Response:

[redacted]

I am rejecting this response because:

I went in today after receiving this email to cancel my membership once again. At the beginning of the month I was charged on my credit card by Future Fitness after I very clearly said to them do not charge my card. Pending the result I heard back from you, the Revdex.com I told my credit card to stop payment to them. When I went in today, I find out that not only my membership is active, but I will now also be charged an additional 25.00 lack of payment fee. This entire process is completely ridiculous. I had to pay 183 dollars to get out of a membership I have not wanted for months. Future Fitness does not care about their customers, they got my money and their is nothing I can do about it. If I contest the payment, they just reopen my membership and charge me fees. If that doesn't work, they will send me to collections. Putting a ding in someone's credit over a petty gym membership is insane. Every person I come across, I will be sure to tell how awful of a company Future Fitness is and to never join. I belong to several other organizations that would never treat a customer this way, because they would be out of business.

I saw in their response they attached a copy of my contract. Could you send me that please? When I went into the gym I was told it takes a few days to get.

Regards,

Business

Response:

Thank you for the opportunity to respond to the rejection of our rcsponsc by Mr. [redacted]As Mr. [redacted] is aware, as it was explained to him on the day he signed up and is also very clearly stated on the contract Mr. [redacted] signed, our billing system is electronic and monthly dues are run on the first of each month. All members have the option to prepay their monthly clues prior to the first of the month being billed. If a member prepays monthly dues, the method of billing they supplied will not be drafted. If a prepayment is not made, dues are run electronically on the method of billing provided.Additionally, Mr. [redacted]’s contract states a member shall pay an uncollected funds fee of $25 plus tax for each uncollected funds.Mr. [redacted] came in on September 11, 2013 and paid his contractual 90 day cancel period as is eVidenced on the attached cancellation form. This signed cancellation document protects both parties in writing of the date in which the membership was cancelled, the cancellation term (30, 60 or 90 days), the last date dues Will be billed on December 1, 2013 and Mr. [redacted] has full club usage and privileges until December 31, 2013. It is unfortunate that Mr. [redacted] does not consider his signed membership agreement a legal, binding document (“petty gym membership”) but in is in fact a contract.Please do not hesitate to contact me should you need any further information regarding this matter.Sincerely, [redacted]

Review: My wife [redacted] joined 9/27/2011 at $39.59/month and used the facility for about 5 to 8 months. During November 2012, I called to cancel her membership because she was not using it anymore. My estimation is that she may have used it a few times into July of 2012, but no further. So I called to cancel it. I was told by the receptionist that I could not terminate the membership because it was her membership, [redacted] would have to terminate it. So I gave them our phone number and requested them to call us. They left a message the next morning. I asked my wife to stop in there and terminate it. She said she would but I don't know why, but didn't. I called again in March of 2013 and requested to terminate and was told that [redacted] has to request it. So I asked them to call, but they didnt'. I requested in the beginning of August that [redacted] call them or stop in and terminate it. She stopped in, but was told that the accounting dept. was not in and would be in the next morning. Future Fitness had already taken the money out of our account by then. on 9/1/2013, they took the membership dues again. So I called and talked to [redacted]. He stated he would work with us to get the membership terminated. I had [redacted] call, stop in and then they gave us a termination form that says we are required to pay for 90 more days. We have paid over $950.16 wrecklessly and now we owe $118.77 MORE!!!??? [redacted] was NEVER told about termination requirements! [redacted] requested a 1 year contract ONLY and was told that this was a one year contract. Obviously it wasn't. We were told today per [redacted] that there were no documentations made of any of our contacts with them so we are required to pay for 90days.Desired Settlement: I understand completely that we did not persue this stronger back in Sept. of 2012, that is when I should have been on top of this. But I can assure you that [redacted] entered the Future Fitness building on August 4th, 2013. I have a phone text of [redacted] replying to me when I asked what Future Fitness said. "They pushed me off until another day and did nothing." Because if they did...they would loose our free money. So I will meet them half way. Future Fitness got a LOT of money out of us. A total of 8 months were used, we pay for that. A total of 24 months were not used, so because of our lack of being on top of this, Future fitness keeps 12 months ($475.08) and Futrure Fitness refunds us 12 months ($475.08). Immediate termination with No 90 day termination period.

Business

Response:

Thank you for the opportunity to respond to the complaint brought forth by the above referenced individual. [redacted] purchased a Corp MH membership on 9/2711 1. This membership has a one-time,non-refundable initiation fee of $99 plus tax ($105.93) with monthly dues of $37 plus tax ($39.59).As evidenced by [redacted] complaint, he was fully aware that [redacted] must cancel her own membership. However; by his admission in the complaint, she failed to contact us and follow the guidelines of her contractual obligation to cancel. Enclosed is a copy of [redacted]’s signed membership agreement in Which she acknowledged the 90 day cancellation policy by signing her full name, and additionally initialed another line that is strictly an acceptance of the 90 day cancellation period.[redacted] states that he called again in March 2013 to request cancelling a membership that he had previously been made aware, he was unable to cancel. Perhaps Mr. [redacted] is unaware that a return call was made to his wife concerning the cancellation of her membership.Pursuant to N.J.S.A. 56:8-42, the only method of cancellation is by sending a Written notice by certified or registered mail to Future Fitness Centers. This must be received (90) days in advance of any requested cancellation date. Additionally, Future Fitness Centers also offers the courtesy of allowing our members to come into the club during normal club business hours, Monday through Friday, 10:00am through 6:00pmT (the only time that a qualified representative is available) to complete a cancellation form. Provided the account is in good Standing, the membership may be cancelled via the two methods listed above.We keep record of all communication, both written and verbal, from our members in database. To date, the only record we have of [redacted] attempting to cancel her membership was on September 2, 2012 where she left a voicemail on our Mullica Hill answering machine. We returned her cell on September 3, 2013, and reminded [redacted] of her contractual cancellation procedure that was fully explained to her at the time she joined. [redacted] was provided with a copy of her signed contract.[redacted] came in on September 3, 2013 (see attached Member Visit List) and cancelled her membership as is evidenced by the attached cancellation form. [redacted] has a 90 day contractual cancellation period. Therefore; [redacted] has full club usage and privileges until December 31, 2013.The attached signed cancellation document protects both parties in Writingof the date in which the membership was cancelled; the cancellation term (30, 60 or 90 days), the last date time will be billed on December 1, 2013 and the date in which club use ends is December 31, 2013. All members receive a copy of this completed form at the time it is executed.Please do not hesitate to contact me should you need any information regarding this matter.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: this type of "Run the eager client thru the startup process real fast", "sign here", "sign here"... Oh sign here" and "here", "You're a member! Yay"..... then the reality sets in ESPECIALLY when you want to quit now. By what you signed, you have to pay for 3 and in our case, 4 MORE MONTHS!

THIS IS CRIMINAL! THIS IS PREYING ON PEOPLE WHO DON'T RUN TO LAWYERS FOR EVERY DECISION THEY MAKE, People who are eager to get into your membership to use your facility!

I have given you WAY too much money and now I can't legally stop you from taking more. I bet you're laughing!!!

My wife does not want to enter your property because she's horribly embarrassed because we were deceived out of money and furthermore can't stop it.

Please at least let us cancel the 4 months you require to cancel the membership. Sept. 3 thru Dec. 31, 2013. then you will never hear from us again.

Regards,

How is it legal to offer the same service to all customers at different prices?!? Everyone pays a different membership fee for the same exact fitness membership.