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 [redacted] 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 [redacted] 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 [redacted] 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 [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] ***
Please see the notes attached to Miss [redacted] 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 [redacted] ***Regional Manager Roanoke, VA
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]
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 [redacted] 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 [redacted] 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 [redacted] 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 [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] ***
Please see the notes attached to Miss [redacted] 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 [redacted] ***Regional Manager Roanoke, VA
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]