Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [redacted] I have never stated I cancelled by telephone[redacted] I have never stated Planet fitness said they would "mail me a refund".I was told Planet fitness would NOT CHARGE METhis was before I had been chargedThis was clearly a liePlanet fitness is not living up to its name as a company that cares about its customersIt is taking unauthorized money from its customer's accountsWho knows how many customers are facing this same fraud?My resolution--my ONLY resolution-- is to have every single month refunded EXCEPT for the first monthI will cede that I did use the services thenI would like a refund of the annual membership fee and the months I was charged Regards, [redacted]
In regards to the complaint; [redacted] joined Planet Fitness in July of this year This membership was for a minimum of one year in which [redacted] agreed to pay a month plus tax on the 17th of every month and an annual fee of 39$ On October The membership which was signed by [redacted] and initialed in places including next to the cancelation policy states: to cancel the membership the member must send a certified letter or come in the gym and cancel in person It further states that if the membership is canceled in less than months a 58$ buyout fee must be paid [redacted] called the gym yesterday, 11-and spoke to the Regional Manager [redacted] s via telephone [redacted] stated to [redacted] that he canceled the membership at the gym, [redacted] asked for a copy of the cancelation form after finding no record in our computer, on our ECAP or a hard copy of said cancelation [redacted] then said he never was given a form and that he was told Planet Fitness would mail him a refund for unused servicesHe further claimed he was allowed to cancel not only with no form filed, but no proof of a change of address, and no buyout feeThis just simply is not possibleThe only way for a member to cancel when they come in the gym is to file a form which has a copy for the gym and a copy for the memberOnce the form is given to the member it's scanned in the computer, filed in a folder of other cancels and also put on the ECAPThere is never a time any employee would advise a member that a refund will be sent for " unused months" A few hours after the call to [redacted] came to the gym and told [redacted] he had a cancel form but lost it and he wanted refunded every month he has been charged and the annual fee since he only used the gym a handful of times [redacted] advised him that couldn't be done without a cancel form and have him my contact infoLast night [redacted] emailed me regarding the situationTo clarify, I did not email [redacted] " in to the night"I like always will immediately reply to any member issues I replied times to [redacted] all prior to 10pm and after he wasn't satisfied with my answers he decided to file a complaint with the Revdex.com at 10pm last night [redacted] is requesting all his monthly dues be refunded and his annual fee even though he never filed a cancelation with the gym or provide any proof of a move more than miles from a Planet FitnessTo date we do not have an address where [redacted] has moved as he has never advised us of such [redacted] has an active membership with Planet Fitness currently and is required to pay a 58$ buyout fee to cancel prior to his month commitmentAs a resolution Planet Fitness would be willing to waive the buyout fee if [redacted] can provide proof of his new address and If there is no Planet Fitness located within miles of his new residence
As a final response to this matter;The member signed up for a month programPer the membership agrement he must pay a 58$ buyout feeif he wishes to cancel prior to the month term being completedThe member is now not only refusing to pay the 58$ fee but also wants refunded the months prior to last week when he requested to cancel in person As stated and requested in prior responses, the member has still not provided any proof to the Revdex.com or more importantly to the gym of a change of address where there is no Planet Fitness within miles
Mr.[redacted] signed up for a membership with a 12 month minimum term agreeing to have 10$ plus tax deducted from his account on the 17th of every month. The club manager who has been an employee with Planet Fitness for 3 years signed Mr.[redacted] up. The agreement contains the cancelation policy which...
states it must be done by certified mail or in person at the club. Mr.[redacted] signed and initialed that he understood the agreeemnt and cancelation policy. To date there has been no certified letter or cancelation at the club as a 58$ buyout fee would have had to be paid if it was canceled prior to the 12 month term. Mr. [redacted] currently has a balance due of 82.80 for dues not going through for the months of April thru July. Since April we have sent a monthly text message to the number Mr.[redacted] supplied us when he joined. This number is not the same number supplied to the Revdex.com. I will also note Mr.[redacted] was a previous member of our Finneytown club and did cancel his membership there he had prior to this one so he is aware of the process Mr.[redacted] who has a 82.80 balance is requesting that Planet Fitness refund him money and I'm not sure I understand how that request can be made. As stated above Mr.[redacted] had a 12 month commit that just expired so a cancelation could not have been submitted earlier unless a buyout fee was paid which it was not. Also as noted above the months of April, May,June and July declined so what exactly could be refunded? As a courtesy to Mr.[redacted] if he accepts the offer as reasonable and satisfactory Planet Fitness will waive his existing balance if he comes into the club and cancels or sends a certified letter per policy. We would recommend this be done prior to 2/1 as his annual fee of 29$ will be billed on 2/1.
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. [redacted] I will accept the resolution of waiving the balance and closing the account PERMANENTLY.... Thanks. Please send a response to let me know....Thanks[redacted]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[This is unacceptable. I was never contacted via the telephone. I was charged for services which I never used or was made aware were active and valid.]
Regards,
[redacted]
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
In response to the statement from this complaintant:Last week a gym member came to the front desk of our gym and advised a staff member that there were 2 woman in the 30 minute room not following the instructions on the wall. She stated this was an ongoing problem and asked the staff to correct it....
For clarity, the 30 minute room is a separate room that has ten strength machines in it and 10 steps along with a green and red light affixed to the wall. There is a big sign posted out front that lets members know the room is for circuit users only. Inside the room the instructions on how to use the room. Members are required to do the circuit clockwise and to follow the red and green light. Working out when green and stopping when red. Members going counter clockwise will run into other members doing the circuit correctly. Members not following the light will also lead to the same result. Last week our manager explained the above to the member. Something that is done on a daily basis as some members like this one doesn't follow the instructions listed on the wall. Almost always after we explain how the room is to be utilized our staff is thanked and the member is pleased. Last week however this member became irate and told the manager she pays dues and she can do whatever she wanted to. She said she would be back and would do the room backwards and against the rules until she was canceled. She made good on her promise and came back yesterday. Our manager once again asked that the member and her friend follow the rules and she refused and was canceled. At absolutely no time did we or would we require a member to sign anything after they were a member that they were agreeing to follow the rules. This statement is just made up and I am baffled as to why .. The member upon joining agreed to follow the rules so we would not require her or anyone to do it again. The member was loud and abusive to staff and is against following our rules. We own and operate 19 locations since 2008 and have canceled 4 members in those 8 years. It is rare that a member just plain tells us they won't follow our rules but when that occurs we have no other choice but to part ways. We wish her the best on her fitness journey. Settlement is declined. No further response will come from us on this matter.
Regarding the response from the member:The membership was not ever canceled in July as we previously stated. There is no record of the cancelation and the member cannot produce any documentation as to any such cancel. Per the agreement the member would have had to cancel via certified mail or in person at the club and receive a signed copy of cancelation. The member has neither. Furthermore if there was a cancel done the club would be able to find it in three places in it's records. All 3 show no cancelation. The statements from the member stating that he was able to cancel without filing a form, ( which he made via telephone), waiving of a buyout fee, and then stating the staff advised him he would be mailed a refund for unused months and never once was asked for proof of his new residence is so far from possible. It's just simply not the truth. As anyone can see from our Revdex.com ratings from our other clubs we operate in PA, IL, KY and MO and here in OH one can see we 99% of the time will side with the customer and grant whatever resolution is suggested. In this case we will stick to our resolution we proposed. The member making ultimatums and threatening to go to Ch ** with a gymtimidation piece is ridiculous. Although I do like the idea of a no gymtimidation piece on Channel ** for the upcoming months. Also please take note the member still has not provided any proof of a change of address via this complaint or to the gym.
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
* I have never stated I cancelled by telephone.* I have never stated Planet fitness said they would "mail me a refund".I was told Planet fitness would NOT CHARGE ME. This was before I had been charged. This was clearly a lie. Planet fitness is not living up to its name as a company that cares about its customers. It is taking unauthorized money from its customer's accounts. Who knows how many customers are facing this same fraud?My resolution--my ONLY resolution-- is to have every single month refunded EXCEPT for the first month. I will cede that I did use the services then. I would like a refund of the annual membership fee and the months I was charged.
Regards,
[redacted]
I have looked into this issue and have found the following:The balance due is from [redacted] dues not going through for 12-17-14, 2-17-15 and her annual fee on 2-1-15. In looking at her account there are no notes listed as far as any inquiries regarding the account from [redacted]. We have two managers...
on site from 9-9 on weekdays and 9-5 on the weekends. [redacted] check ins on 6-10, 7-1, 7-8, and 7-9 are all while we had two managers on duty so I am unsure how [redacted] was unable to be assisted by a manager. If [redacted] could provide the bank statements showing her dues paid for 12-17-14, 2-1-15 and 2-17-15 I would be more than happy to waive any balance. Any cancelation of the membership would need to be done by simply mailing us a letter or stopping in to any local Planet Fitness and filling out a cancelation form. It also was unclear to me whether [redacted] was stating she paid a 114 dollar balance. If so please send me that statement as well. Our club phone number is ###-###-#### and our manager Mallory C. would be more than happy to go over the members account with her and answer any questions.
I was not notified via email that there had been action on the complaint and was not aware of such until now when I checked the status. I will not be able to provide bank statements by 5/10/2016 and request another 7 days to gather the documentation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Thanks for the response, however there are very simple questions I want to know. 1. When I signed up for the $1.00 promotion why wasnt the contract portion mentioned or explained to me? But the explained and consistently talked about "grunting" and other non factor stuff. 2. If a payment didnot go through, why wasnt the money you were taking from my membership added to that balance? you can view just how many times Ive been in there. Do you think I will be paying for a membership that I dont use?? 3. I wrote a letter and dropped it off on my way to work...I knew that I had to have it in by the tenth because I called and that is what I was told to do. So now why is there not a copy to be found? In closing it is clear that this is some foolishness and omit information situation. My resolution is very simple. 1. close my account PERMANENTLY with a zero balance. I never want to be a customer of PLANET FITNESS AGAIN!! NOTE THERE WILL BE A CERTIFIED LETTER SENT TODAY..01/30/2017.. Thanks
Regards,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.After cancelling my mebership and waiving the buyout fee back in July, the business wants me to do so again after continuing to withdraw money without my approval. This is unacceptable. How will I know whether they will *really* cancel my membership, or just continue to withdraw?
I am demanding a refund of the amounts listed above. Tomorrow I am scheduled to speak with [redacted] News about this matter unless it is resolved. I believe the title of their piece is "Gymtimidation isn't dead: It's just shifted to the owners".
Regards,[redacted]
[redacted] joined Planet Fitness and agreed to have 19.99 plus tax deducted electronically from her checking account and also a 39$ annual fee deducted on June 1 of every year. [redacted] was signed up by our club manager Chelsey that has been with us for 3 years. On 4-17 19.99 plus tax (21.45)...
was attempted to be deducted from her checking account and it declined for what appears to be an improper account number. On 4/22 21.45 plus a 10$ fee was deducted from the secondary billing. As stated [redacted] called and spoke to a customer service rep and we reversed the entire 31.45 on 5/3/16 and then charged just the 21.45 refunding the 10$ as requested. I have a record of this transaction if [redacted] would like it. On 6-1 [redacted] was charged the 39$ annual fee plus tax as per the membership agreement she signed, initialed and was emailed a copy of. On 6-2 she canceled the membership with Planet Fitness. If [redacted] is not going to remain a member of the gym we would be happy to mail a refund chic of 39$ Plus tax today or we can do the reversal as we did on 5/3 and refund her checking account. Please note that takes 7-10 business days to hit the account. A benefit of doing it that way is that usually a bank will waive a overdraft fee with a reversal. Please let me know which way [redacted] would like us to proceed. We certainly would love to have her back as a member and would be willing to give her two months free if she wishes.
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[redacted] is 100% correct in that he canceled his sons membership on 6-29 and the last bill date should have been 6-17. The employee doing the cancel made an error and the membership was billed 10$ on 7-17-15. [redacted] called the gym on 7-17 and the manager looked up the account in...
question and see the error that was made. The manager immediately reversed the charge with our billing company and advised [redacted] the money would be credited to his account within 7-10 days. [redacted] said this was ok. Today, 3 days later [redacted] has filed a Revdex.com complaint requesting the money as well as the buyout fee paid back as well. I have mailed a check to [redacted] today for 10.65 which he will receive within 1-2 days. The 61.77 buyout fee was charged correctly per the membership agreement. If [redacted] suffered any other hardship such as a overdraft fee we would be happy to refund that as well if he sends proof of any. I assume there was no overdraft fee since it was not mentioned in the complaint. My regional manager has reached out to Mr. Warren to apologize for our error. RespectfullyMike H[redacted]PFMW C.O.O.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [redacted] I have never stated I cancelled by telephone[redacted] I have never stated Planet fitness said they would "mail me a refund".I was told Planet fitness would NOT CHARGE METhis was before I had been chargedThis was clearly a liePlanet fitness is not living up to its name as a company that cares about its customersIt is taking unauthorized money from its customer's accountsWho knows how many customers are facing this same fraud?My resolution--my ONLY resolution-- is to have every single month refunded EXCEPT for the first monthI will cede that I did use the services thenI would like a refund of the annual membership fee and the months I was charged Regards, [redacted]
In regards to the complaint; [redacted] joined Planet Fitness in July of this year This membership was for a minimum of one year in which [redacted] agreed to pay a month plus tax on the 17th of every month and an annual fee of 39$ On October The membership which was signed by [redacted] and initialed in places including next to the cancelation policy states: to cancel the membership the member must send a certified letter or come in the gym and cancel in person It further states that if the membership is canceled in less than months a 58$ buyout fee must be paid [redacted] called the gym yesterday, 11-and spoke to the Regional Manager [redacted] s via telephone [redacted] stated to [redacted] that he canceled the membership at the gym, [redacted] asked for a copy of the cancelation form after finding no record in our computer, on our ECAP or a hard copy of said cancelation [redacted] then said he never was given a form and that he was told Planet Fitness would mail him a refund for unused servicesHe further claimed he was allowed to cancel not only with no form filed, but no proof of a change of address, and no buyout feeThis just simply is not possibleThe only way for a member to cancel when they come in the gym is to file a form which has a copy for the gym and a copy for the memberOnce the form is given to the member it's scanned in the computer, filed in a folder of other cancels and also put on the ECAPThere is never a time any employee would advise a member that a refund will be sent for " unused months" A few hours after the call to [redacted] came to the gym and told [redacted] he had a cancel form but lost it and he wanted refunded every month he has been charged and the annual fee since he only used the gym a handful of times [redacted] advised him that couldn't be done without a cancel form and have him my contact infoLast night [redacted] emailed me regarding the situationTo clarify, I did not email [redacted] " in to the night"I like always will immediately reply to any member issues I replied times to [redacted] all prior to 10pm and after he wasn't satisfied with my answers he decided to file a complaint with the Revdex.com at 10pm last night [redacted] is requesting all his monthly dues be refunded and his annual fee even though he never filed a cancelation with the gym or provide any proof of a move more than miles from a Planet FitnessTo date we do not have an address where [redacted] has moved as he has never advised us of such [redacted] has an active membership with Planet Fitness currently and is required to pay a 58$ buyout fee to cancel prior to his month commitmentAs a resolution Planet Fitness would be willing to waive the buyout fee if [redacted] can provide proof of his new address and If there is no Planet Fitness located within miles of his new residence
As a final response to this matter;The member signed up for a month programPer the membership agrement he must pay a 58$ buyout feeif he wishes to cancel prior to the month term being completedThe member is now not only refusing to pay the 58$ fee but also wants refunded the months prior to last week when he requested to cancel in person As stated and requested in prior responses, the member has still not provided any proof to the Revdex.com or more importantly to the gym of a change of address where there is no Planet Fitness within miles
Mr.[redacted] signed up for a membership with a 12 month minimum term agreeing to have 10$ plus tax deducted from his account on the 17th of every month. The club manager who has been an employee with Planet Fitness for 3 years signed Mr.[redacted] up. The agreement contains the cancelation policy which...
states it must be done by certified mail or in person at the club. Mr.[redacted] signed and initialed that he understood the agreeemnt and cancelation policy. To date there has been no certified letter or cancelation at the club as a 58$ buyout fee would have had to be paid if it was canceled prior to the 12 month term. Mr. [redacted] currently has a balance due of 82.80 for dues not going through for the months of April thru July. Since April we have sent a monthly text message to the number Mr.[redacted] supplied us when he joined. This number is not the same number supplied to the Revdex.com. I will also note Mr.[redacted] was a previous member of our Finneytown club and did cancel his membership there he had prior to this one so he is aware of the process Mr.[redacted] who has a 82.80 balance is requesting that Planet Fitness refund him money and I'm not sure I understand how that request can be made. As stated above Mr.[redacted] had a 12 month commit that just expired so a cancelation could not have been submitted earlier unless a buyout fee was paid which it was not. Also as noted above the months of April, May,June and July declined so what exactly could be refunded? As a courtesy to Mr.[redacted] if he accepts the offer as reasonable and satisfactory Planet Fitness will waive his existing balance if he comes into the club and cancels or sends a certified letter per policy. We would recommend this be done prior to 2/1 as his annual fee of 29$ will be billed on 2/1.
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. [redacted] I will accept the resolution of waiving the balance and closing the account PERMANENTLY.... Thanks. Please send a response to let me know....Thanks[redacted]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[This is unacceptable. I was never contacted via the telephone. I was charged for services which I never used or was made aware were active and valid.]
Regards,
[redacted]
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
The complaintant reached out to us yesterday and we came to a resolution.
In response to the statement from this complaintant:Last week a gym member came to the front desk of our gym and advised a staff member that there were 2 woman in the 30 minute room not following the instructions on the wall. She stated this was an ongoing problem and asked the staff to correct it....
For clarity, the 30 minute room is a separate room that has ten strength machines in it and 10 steps along with a green and red light affixed to the wall. There is a big sign posted out front that lets members know the room is for circuit users only. Inside the room the instructions on how to use the room. Members are required to do the circuit clockwise and to follow the red and green light. Working out when green and stopping when red. Members going counter clockwise will run into other members doing the circuit correctly. Members not following the light will also lead to the same result. Last week our manager explained the above to the member. Something that is done on a daily basis as some members like this one doesn't follow the instructions listed on the wall. Almost always after we explain how the room is to be utilized our staff is thanked and the member is pleased. Last week however this member became irate and told the manager she pays dues and she can do whatever she wanted to. She said she would be back and would do the room backwards and against the rules until she was canceled. She made good on her promise and came back yesterday. Our manager once again asked that the member and her friend follow the rules and she refused and was canceled. At absolutely no time did we or would we require a member to sign anything after they were a member that they were agreeing to follow the rules. This statement is just made up and I am baffled as to why .. The member upon joining agreed to follow the rules so we would not require her or anyone to do it again. The member was loud and abusive to staff and is against following our rules. We own and operate 19 locations since 2008 and have canceled 4 members in those 8 years. It is rare that a member just plain tells us they won't follow our rules but when that occurs we have no other choice but to part ways. We wish her the best on her fitness journey. Settlement is declined. No further response will come from us on this matter.
Regarding the response from the member:The membership was not ever canceled in July as we previously stated. There is no record of the cancelation and the member cannot produce any documentation as to any such cancel. Per the agreement the member would have had to cancel via certified mail or in person at the club and receive a signed copy of cancelation. The member has neither. Furthermore if there was a cancel done the club would be able to find it in three places in it's records. All 3 show no cancelation. The statements from the member stating that he was able to cancel without filing a form, ( which he made via telephone), waiving of a buyout fee, and then stating the staff advised him he would be mailed a refund for unused months and never once was asked for proof of his new residence is so far from possible. It's just simply not the truth. As anyone can see from our Revdex.com ratings from our other clubs we operate in PA, IL, KY and MO and here in OH one can see we 99% of the time will side with the customer and grant whatever resolution is suggested. In this case we will stick to our resolution we proposed. The member making ultimatums and threatening to go to Ch ** with a gymtimidation piece is ridiculous. Although I do like the idea of a no gymtimidation piece on Channel ** for the upcoming months. Also please take note the member still has not provided any proof of a change of address via this complaint or to the gym.
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
* I have never stated I cancelled by telephone.* I have never stated Planet fitness said they would "mail me a refund".I was told Planet fitness would NOT CHARGE ME. This was before I had been charged. This was clearly a lie. Planet fitness is not living up to its name as a company that cares about its customers. It is taking unauthorized money from its customer's accounts. Who knows how many customers are facing this same fraud?My resolution--my ONLY resolution-- is to have every single month refunded EXCEPT for the first month. I will cede that I did use the services then. I would like a refund of the annual membership fee and the months I was charged.
Regards,
[redacted]
I have looked into this issue and have found the following:The balance due is from [redacted] dues not going through for 12-17-14, 2-17-15 and her annual fee on 2-1-15. In looking at her account there are no notes listed as far as any inquiries regarding the account from [redacted]. We have two managers...
on site from 9-9 on weekdays and 9-5 on the weekends. [redacted] check ins on 6-10, 7-1, 7-8, and 7-9 are all while we had two managers on duty so I am unsure how [redacted] was unable to be assisted by a manager. If [redacted] could provide the bank statements showing her dues paid for 12-17-14, 2-1-15 and 2-17-15 I would be more than happy to waive any balance. Any cancelation of the membership would need to be done by simply mailing us a letter or stopping in to any local Planet Fitness and filling out a cancelation form. It also was unclear to me whether [redacted] was stating she paid a 114 dollar balance. If so please send me that statement as well. Our club phone number is ###-###-#### and our manager Mallory C. would be more than happy to go over the members account with her and answer any questions.
[redacted]
I was not notified via email that there had been action on the complaint and was not aware of such until now when I checked the status. I will not be able to provide bank statements by 5/10/2016 and request another 7 days to gather the documentation.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Thanks for the response, however there are very simple questions I want to know. 1. When I signed up for the $1.00 promotion why wasnt the contract portion mentioned or explained to me? But the explained and consistently talked about "grunting" and other non factor stuff. 2. If a payment didnot go through, why wasnt the money you were taking from my membership added to that balance? you can view just how many times Ive been in there. Do you think I will be paying for a membership that I dont use?? 3. I wrote a letter and dropped it off on my way to work...I knew that I had to have it in by the tenth because I called and that is what I was told to do. So now why is there not a copy to be found? In closing it is clear that this is some foolishness and omit information situation. My resolution is very simple. 1. close my account PERMANENTLY with a zero balance. I never want to be a customer of PLANET FITNESS AGAIN!! NOTE THERE WILL BE A CERTIFIED LETTER SENT TODAY..01/30/2017.. Thanks
Regards,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.After cancelling my mebership and waiving the buyout fee back in July, the business wants me to do so again after continuing to withdraw money without my approval. This is unacceptable. How will I know whether they will *really* cancel my membership, or just continue to withdraw?
I am demanding a refund of the amounts listed above. Tomorrow I am scheduled to speak with [redacted] News about this matter unless it is resolved. I believe the title of their piece is "Gymtimidation isn't dead: It's just shifted to the owners".
Regards,[redacted]
[redacted] joined Planet Fitness and agreed to have 19.99 plus tax deducted electronically from her checking account and also a 39$ annual fee deducted on June 1 of every year. [redacted] was signed up by our club manager Chelsey that has been with us for 3 years. On 4-17 19.99 plus tax (21.45)...
was attempted to be deducted from her checking account and it declined for what appears to be an improper account number. On 4/22 21.45 plus a 10$ fee was deducted from the secondary billing. As stated [redacted] called and spoke to a customer service rep and we reversed the entire 31.45 on 5/3/16 and then charged just the 21.45 refunding the 10$ as requested. I have a record of this transaction if [redacted] would like it. On 6-1 [redacted] was charged the 39$ annual fee plus tax as per the membership agreement she signed, initialed and was emailed a copy of. On 6-2 she canceled the membership with Planet Fitness. If [redacted] is not going to remain a member of the gym we would be happy to mail a refund chic of 39$ Plus tax today or we can do the reversal as we did on 5/3 and refund her checking account. Please note that takes 7-10 business days to hit the account. A benefit of doing it that way is that usually a bank will waive a overdraft fee with a reversal. Please let me know which way [redacted] would like us to proceed. We certainly would love to have her back as a member and would be willing to give her two months free if she wishes.
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
[redacted] is 100% correct in that he canceled his sons membership on 6-29 and the last bill date should have been 6-17. The employee doing the cancel made an error and the membership was billed 10$ on 7-17-15. [redacted] called the gym on 7-17 and the manager looked up the account in...
question and see the error that was made. The manager immediately reversed the charge with our billing company and advised [redacted] the money would be credited to his account within 7-10 days. [redacted] said this was ok. Today, 3 days later [redacted] has filed a Revdex.com complaint requesting the money as well as the buyout fee paid back as well. I have mailed a check to [redacted] today for 10.65 which he will receive within 1-2 days. The 61.77 buyout fee was charged correctly per the membership agreement. If [redacted] suffered any other hardship such as a overdraft fee we would be happy to refund that as well if he sends proof of any. I assume there was no overdraft fee since it was not mentioned in the complaint. My regional manager has reached out to Mr. Warren to apologize for our error. RespectfullyMike H[redacted]PFMW C.O.O.