MPW Contracting Inc.

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.

Mrs*** may have very well contact the gym in March in cancel her membershipShe spoke with our front desk employee *** is a very smart young ladyMrs*** must've misunderstood *** when *** explained the cancellation policy and procedures*** is trained well and would not have
offered to cancel Mrs***'s membership over the phoneThe only two ways we cancel memberships are either in person or by certified mailBoth of these methods provide the member with PROOF/VERIFICATION of the cancellationThis is explained in the contract that is signed by Mrs***I spoke with Mrs*** this morningI told her that I would absolutely refund her $monthly due for June 17th if they are drafted from her account because we now have PROOF of cancellationHowever, I am sure that she will not be drafted at allWe are always willing to refund when we have verification that a mistake has been made on our behalfIn this case, we cannot verify any error madeI hope this helps to clarify the situation

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

At Planet Fitness we welcome/greet each member that comes into our clubs, whether they be a new customer or have been with us for yearsWith our new customers, we give them a tour of our facility and update them on our policies and procedures and also try to get them set up with our certified
fitness instructor to take a class to become familiar with our machines and fitness equipmentAs for our employees, we have a no cell phone policy, as all cell phones must be kept in an office while workingWhen talking to our billing company and looking at Ms *** billing activity, it seems she went online and set up a payment on 6/to come out of her checking on 6/She then went back online and set up another payment to come out of her credit card on 6/Credit cards process immediately and that payment came out on 6/Then the other payment that she set up came out on 6/and processed through her bank on 6/We do all of our billing automatically and there wasn't a need for Ms *** to make any payments online to pay for her monthly membershipAfter explaining to her she does now understand what happened and took place. When she contacted the club, her refund was processed on 6/20, but it does take to business days to process the refund. I have talked to Ms *** and advised her that her refund was processed and that it shows on our end it was processed and to contact her bank to locate and also gave her the phone number for our billing company if she runs into any further issuesHere at Planet Fitness we do value and appreciate all of our members and certainly take pride in our customer service and the cleanliness of our gyms

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,
*** ***

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.Regards,*** ***

Please see the notes attached to Miss*** membershipThere was a balance on her account that she never paidMembers cannot cancel their memberships without first paying off any balance they may have incurredThis is stated clearly in the contract she signedIf 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 promptlyHowever, without any evidence or proof of her "cancellation" we could not do soAlso, 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? *** ***Regional Manager Roanoke, VA ?

I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***