Planet Fitness (East)

It appears that Mr [redacted] had originally signed up for a home club membership on 5/11/17, which would have originally had an annual fee of $on July 1st On 6/26/Nick had came in and took advantage of our Student Black Card special on 6/26/His annual fee was then switched to 8/1/Mr [redacted] canceled his membership on 8/8/Per the Planet Fitness Cancellation Policy "In order to cancel your membership prior to the billing of the Annual Membership Fee, the club requires written notice delivered as described above, no later then the 25th of the month before such billing."

Mr [redacted] reached out to the club in the middle of October in regards to cancelling his membershipThis was the first time such correspondence had been made to Planet Fitness The only two ways to cancel your membership per the contract would be in person or via certified letter When Mr [redacted] called he refused to stop in the club and we made an exception and told Mr [redacted] to send us an email in regards to cancelling his membership On 10/22/17, Mr [redacted] sent his cancellation email and his membership was immediately cancelled Mr [redacted] 's last bill date was 10/17/2017, if Mr [redacted] has record of cancelling his membership prior to 10/22/2017, then Planet Fitness would be happy to issue a refund Sincerely, Planet Fitness Management

Here at Planet Fitness we appreciate and understand the importance of every member! We go above and beyond on a daily bases to ensure the highest quality of customer service is provided to each and every memberEach and every member is provided a copy of the agreement upon signing up for a membershipOne by mail and a hard copy at the member requestBy signing the agreement, a customer must agree to the terms and conditions of the membership agreement which is clearly laid out for the customer to readIt appears when MrsParnell called the facility inquiring about the annual fee she was charged, she did not ask whether she would be charged a buy out feePer our cancellation policy, when a member cancels within their one year agreement, a buy out fee of $must be appliedPer our policy, she was charged the buy out fee of $according to the agreement that was signed by her on January 2nd,

As each club is a privately owned franchise, the best place to get help to your questions and concerns is in your home clubCall or stop by your home club location and speak with a staff member at the front desk, they will be more than happy to assist youOur goal is to deliver exceptional customer service to our members at all times Your home club can help you with: Quality concernsBilling issuesUpgrading / downgrading your membershipCancellationTransfer home clubsConcerns with the atmosphere General complaintsAny other issues you may need help with We value you as a Planet Fitness member and always appreciate you taking the time to provide us with feedback to help improve your experienceWe make it a goal to provide all of our members with a facility that has a trained friendly staff, spotless locker rooms/gym floors, and clean well-maintained equipment

Hello, It appears that Ms [redacted] signed up for a Planet Fitness Black Card membership online on 2/17/(the contract is attached) Upon signing up for a membership online a customer must insert all of their personal and banking information, along with electronically signing to the terms of the membership agreement The membership that Ms [redacted] chose does have a one year minimum term, in order to cancel within the 1st year the account would be subject to a $buyout fee Please keep in mind that all cancellations must be received in person or via certified mail on or before the 10th of the month in order to avoid the payment on the 17th Sincerely, Planet Fitness New York Management

Revdex.com: [redacted] Response By: Dan Ha [redacted] (Regional Manager) [redacted] is completely correct in that her correspondence on 11/18/was via the phoneLeeW [redacted] , who is another Regional Manager, was present for the phone call and I was incorrect in sayingthat the conversation took place in personI have found a correspondence from our NH office from10/2/in which [redacted] reached out in regards to the status of her membership and to tell her storyIbelieve that we should have cancelled out [redacted] 's membership at this point in time, and we willrefund her for October's and November's dues for our error.According to our records and the club manager [redacted] P***, [redacted] did initially tell us that she sent in acertified letterIf [redacted] does have previous audio recordings in regards to the cancellation of hermembership we would love to hear them, and if we are at fault we will issue a refund for that timeperiodWhen a customer stops in with a letter we always complete a cancellation form in front of themand would provide them with a copyEach time we look up a customer's account our computer systemtime stamps the event and we have no record from July of

Revdex.com Complaint: # [redacted] Response By: Dan H [redacted] (Regional Manager)It appears that [redacted] signed up online on 5/5/for a membership that has a one yearminimum commitmentAt any point in lime we are able to freeze a membership formedical or military paperwork as long as you provide us with proper documentation andalso stop in to sign for your membership freezeIn the event that a customer is not goingto be able to work out for an extended period of time we will cancel the membership forthem and waive the buyout fee, if they stop in with proper documentation.We have no record of [redacted] ever stopping into the club and supplying us with adoctor's note, nor any documentation that she cancelled her account until 11/18/If wehad been provided documentation that she could not utilize the gym we would havegladly cancelled the account out for her and also [redacted] would have been handed a copyof a cancellation formIf [redacted] is able to provide a copy of her cancellation than wewould be glad to refund her monthly dues.When [redacted] stopped into the club to discuss this matter with [redacted] the current clubmanager she explained that she had sent a certified letter to cancel her membership.When we brought up that there would be a tracking number and that we would easily beable to trace who signed for the letter, [redacted] 's story changed and she claimed shestopped in person to the clubWe have cancelled out her membership and she will notreceive any further charges to her accountI have enclosed a copy of the [redacted] 'smembership agreement with this letter

Yes, I am trying to cancel my membershipI have repeatedly told them not to charge my checking account as I do not have any money in it at present time, but they still do somehow, even with holds on my checking account

Revdex.com Response: [redacted] Response By: Dan H***After looking into ***'s account it appears she signed up for a $per month membership that carriesa one year commitmentWhen a potential member comes in for information we always clearly explainall membership options to the customer and we also provide them rate sheets that clearly break downthe membership optionsWhen [redacted] signed up we did have an option that had no contract orcommitment, but the dues on this option are $per month [redacted] willing choose to go with the $10per month option.When [redacted] enrolled in the $option she was explained the terms of the agreement and also signedthe agreement in multiple areasBoth parties receive a copy of the agreement so that there is fulldisclosure amongst all parties.The club manager at Glenville provided [redacted] with my personal email [redacted] and also provided [redacted] with my office number ###-###-####I have no record of ***reaching out to me in regards to this matterI have gone ahead and waived the buyout fee for ***and December would have been the last charge to her accountIn the future we would be happy towaive any applicable stafees for ***, as we hope she is able to become a member in the nearfuture

We believe the account in question is [redacted] 's membership...It looks as if [redacted] signed up online for a Planet Fitness Black Card membership Under the reccuring billing option [redacted] 's information was typed in and we were authorized to charge the checking account which was provided to Planet Fitness If ***'s information was stolen by [redacted] than we would recommend that [redacted] contact the police to file a police report for fraudulent activity [redacted] membership was cancelled out Per the request of the family on 2/1/2016, there will be no further charges from Planet Fitness

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 belowRegards, [redacted]

Mr [redacted] has not contacted the Rotterdam Planet Fitness in regards to his membershipThere is no contractual obligation as his membership is currently month to month and can be cancelled in person or by certified mail at any timeMr [redacted] does have a past due balance of $that would have to be settled before the membership can be cancelled out

Ms [redacted] stopped into the facility on 1/26/to cancel her Planet Fitness membership We were unable to collect the monthly dues of $from Ms [redacted] 's account on 1/17/and a $service fee was applied to her account Planet Fitness was able to collect the $from Ms [redacted] on a redraft Ms [redacted] was treated with the utmost respect both in person on 1/26/and over the phone with our Regional Manager on 1/27/ Ms [redacted] made our Regional Manager aware that she had a copy of her electronic form from days prior and that she was going to stop into the club that Monday to provide a copy If Ms [redacted] is able to provide this document, then we would certainly issue a refund

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 Firstly I NEVER stopped in to see this person, all of my correspondence has been via telephone in regards to being wrongfully charged for the membershipI also NEVER stated that I sent a certified letter, when asked if I did I said NO because I live less than miles away and I was told I could bring it in to the front deskI supplied a letter requesting my membership be cancelled along with a legal medical document from my obstetrician stating I could no longer utilize the gym equipment during my pregnancy which at the time I still had a little over months leftI also recorded the conversations I had with Planet Fitness and thus have proof that my "story" never changed and that it's quite clear they are trying to make up lies to make me look like I'm in the wrongAt this point I'll be filing a small claims civil suit and will give my attorney the phone recordings as well as the medical documentation that is datedI will also attach copies of this Revdex.com exchange as proof that the statements made by whoever replied completely contradict the recordings I haveThank youSee you in court Regards, [redacted]

Mr [redacted] signed up for a year agreement on 5/1/2016, cancelling prior to his year commitmentMr [redacted] would have been assessed a $buyout fee We have no records of Mr [redacted] stopping into the club in April, paying a buyout fee, nor reaching out to cancel his agreementMr [redacted] 's girlfriend was cancelled out immediately after receiving that request

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 100% was treated HORRIBLY both from the men inside planet fitness, AND Dan the regional manager. Disgustingly so in fact. Attached is an email indicating my membership was in fact suspended and needed NEW billing info, yet they still took money out resulting in an overdraft fee of $35. Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Planet Fitness claims that I did not attempt to cancel my membership before OctoberThat s falseI not only attempted to cancel my membership but my girlfriends membership as well back in late March early April in person at the clubWe both spoke to an employee who had us sign a cancellation formFurthermore prior to this instance we had tried on 3-occasions to remove my girlfriends membership from my account and planet fitness did not comply and continued to further charge my account for her membership. Regards, *** ***

Ms*** signed up March 31, with a 12-month contract and was told by a staff member that the next time Ms*** came in that she needed to bring a legal guardian to sign a parent liability waiverOur employee even wrote a note on her account to document that this talk had taken placeMs
*** never came in to make us aware that her legal guardian would not come in with her to sign a parent waiver so when she asked one of our employees if she could cancel, they let her know that she could, but it would have a buyout fee since she was still under her 12-month agreementWe will mail her a refund once she gets back in contact with the ***, NY manager to confirm her mailing address within the next to business daysWe hope Ms*** will join Planet Fitness again in the future Planet Fitness New York Management

It appears that Mr*** joined Planet Fitness on 10/14/for a $per month membership with no commitment According to our records Mr*** cancelled on 9/23/16, and was accidentally billed in the months of October and November. Planet Fitness sincerely apologizes for this
mistake appreciates this being brought to our attentionPlanet Fitness will immediately issue a refund check for the $

To Whom It May Concern, It appears Ms*** signed up for a Planet Fitness Black Card membership in house on 1/10/Upon signing up for a membership, the customer must sign up with two forms of billing and sign off on the terms of the agreementThe agreement that Ms
*** signed up for does have a year minimum termIn order to cancel within the first year, the account would be subject to a $buyout feePlease keep in mind that all cancellations must be received in person or via certified mail on or before the 10th of the month to avoid the payment on the 17thMs*** claimed to have $in overdraft fees from her bankWe spoke with Ms*** and have agreed to reimburse her the $in overdraft fees upon her furnishing proof of these chargesWe have also waived the $buyout fee and have canceled Ms***’s membership Thank you, Planet Fitness New York Management