Planet Fitness Canton, OH

Hello,The cancellation will still stand, we have refunded her money she has paid to the companyOn the cameras you can see that she was very upset and yelling at the front desk staff and managementI apologize for any confusion but do to club policies being broken by her and her prospective guest we took the proper steps and once it escalated the membership was terminatedShe has yet to say what outcome she is looking for per the complaint filed with the Revdex.com or myselfAt this point without knowing what result she is looking for we can not help any furtherThe management team and staff have been talked to about the confrontation, and about how to better handle situations like these for the future.If you need anything further please contact us.Thanks, [redacted] ***Senior Executive Manager

I allowed [redacted] to cancel his membership on 2/10/without paying the past due balance for the annual fee There will be no more charges to the account The past due amount of $was collected on the day the cancellation was receivedBecause the membership was not cancelled prior to the annual fee billing date, the balance is still owed However, he would only be responsible to pay that outstanding balance if he ever chose to rejoin our facility [redacted] ManagerPlanet FitnessCanton, OH

Revdex.com: I have reviewed the response 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.This explanation can be summed up as committed by the Senior Executive in membership relations where they were going to pull video footage which will disprove the allegation of me "yelling and pointing" in the employees' faceMoreover, at no time was vulgarity or yelling occurredThe employee simply refused to cooperate when I asked for Corporate contact information and found every single reason to cancel my contractI did not break any club rules as the employee inappropriately singled me out in the Circuit training as she approached me on the first machine I was on and was not even through my repetitions on the green light when she approached meThe un-professionalism and discrimination coupled with the fact that they did not even offer a resolution points to the fact that this business does not concern themselves with customer service or appropriate treatment of customers within thier facility Regards, [redacted] ***

Unfortunately, this is not what happened Ms ***'s guest was not with her when she checked in on the day in question He walked in the gym and didn't even acknowledge the employee at the front desk The male employee then went to talk to him about the guest policy and how
to check in with the front desk staff After my employee returned to the desk the guest then came to the desk and started yelling at both the employee and myself I reiterated the guest policy and he stormed off still talking down to my employee Several minutes later when I was monitoring the circuit area, Ms *** was not following the circuit policy I then went over and went over the policy with her She just rolled her eyes and ignored me After I returned to the desk her guest was once again at the desk yelling at me and my staff before he left the building When Ms *** came up to tan she then started yelling at me and pointing in my face I tried several times to calm her down and explain the two policies that were broken She continued to scream at me threatening to have me fired and making a scene in front of several members It was at that point that I decided to cancel her membership When she was done tanning I did not yell at her telling her she was cancelled She knew she was being cancelled before she tanned When she came out of the tanning booth I offered her a copy of her cancellation form.Ms *** was not cancelled for not following the polices, she was cancelled because of the way she treated me and my staff A refund for March payment has been submitted but will take business days to process. Thank You,*** ***Manager

We apologize for any inconvenience, but a doctor's note would be needed to cancel without the buyout fee as it is stated in the membership agreement that was initialed and signed by you It does not have to go into detail, just a note from your medical professional stating that you can no
longer workout due to their diagnosis of your injury or injuries That request is not listed under the HIPPA Law of infractions and it only requires the doctor using at bare minimum your first name along with, preferably, your last name as well Much like a doctors note excusing someone from work or schoolAs long as we receive the doctor's note for the cancellation by the 10th of the month, you guarantee not being billed on the 17th of that month. If it would ease your mind, you can watch us black out information that you select when you bring in the doctors note when we attach it to your profile ***Planet Fitness - Canton, Ohio

Dear [redacted]      We apologize for any inconvenience this may have caused you, however in regards to the attached documents this was brought to your attention on how to cancel as of January 19th and that there was a balance on the account in the amount of $31.29 from...

May 17th of 2015.  The membership agreement that you filled out online and that was sent to your e-mail also stated cancellation procedures and how insufficient funds charges are handled.  In order to cancel the membership and to avoid any further payments, please pay off the remaining balance and come in and fill out a cancellation form or send us a certified letter from the post office no later than February 10th, 2016. [redacted]Assistant ManagerPlanet Fitness - Canton, Ohio

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to compla[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:
I have reviewed the response 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.This explanation can be summed up as committed by the Senior Executive in membership relations where they were going to pull video footage which will disprove the allegation of me "yelling and pointing" in the employees' face. Moreover, at no time was vulgarity or yelling occurred. The employee simply refused to cooperate when I asked for Corporate contact information and found every single reason to cancel my contract. I did not break any club rules as the employee inappropriately singled me out in the Circuit training as she approached me on the first machine I was on and was not even through my repetitions on the green light when she approached me. The un-professionalism and discrimination coupled with the fact that they did not even offer a resolution points to the fact that this business does not concern themselves with customer service or appropriate treatment of customers within thier facility. 
Regards,
[redacted]

Hello,The cancellation will still stand, we have refunded her money she has paid to the company. On the cameras you can see that she was very upset and yelling at the front desk staff and management. I apologize for any confusion but do to club policies being broken by her and her prospective guest we took the proper steps and once it escalated the membership was terminated. She has yet to say what outcome she is looking for per the complaint filed with the Revdex.com or myself. At this point without knowing what result she is looking for we can not help any further. The management team and staff have been talked to about the confrontation, and about how to better handle situations like these for the future.If you need anything further please contact us.Thanks,[redacted]Senior Executive Manager

I allowed [redacted] to cancel his membership on 2/10/16 without paying the past due balance for the annual fee.  There will be no more charges to the account.  The past due amount of $31.29 was collected on the day the cancellation was received. Because the membership was not cancelled prior to the annual fee billing date, the balance is still owed.  However, he would only be responsible to pay that outstanding balance if he ever chose to rejoin our facility. [redacted]ManagerPlanet FitnessCanton, OH