Planet Fitness - Fort Worth (Wedgewood)

Hello [redacted] , thank you for reaching outAfter reviewing your son’s account, you did provide both [redacted] and your own billing information as acceptable forms of payment upon enrolling for the membership With that said, per the contract, we only allow cancellations in person or via certified mail For security reasons, we do not accept emails to cancel any member accountsAdditionally, both you and your son provided authorized signatures to confirm the billing and agreement on file I’ve attached the agreement for further review If you would like to ensure no additional payments will be processed, please stop by the facility at your earliest convenience to sign a cancellation form We will scan one to your son’s file and provide you a copy to save for your records as well Please let me know if you have any additional questions and we’ll be more than happy for further assistance.-Planet Fitness Team

Complaint: [redacted] I am rejecting this response because: We explicitly asked about the cancellation policy when we signed my son up for a trialWe were told that we could call and email our requestWe did both several times in fact and I've got proofI emailed them again today to ensure they were aware of my Revdex.com claim in hopes that they would resolve the matter more quicklyEven today, when they responded, they never mentioned email or certified letterHow do we get something we cancelled in Dec confirmed once and for all??? Regards, [redacted]

To Whom It May Concern,We would like to assist [redacted] in returning to Planet Fitness, and continue being a member of our Fort Worth, Wedgwood locationWe apologize for any inconvenience involving the previously held membership at our Fort Worth, Lancaster location, and after speaking to the Management Team at that location, [redacted] ***' account there has been officially cancelled with all previous balances waived.Also, we would like to welcome [redacted] to our Wedgwood location at her earliest convenience, so we can begin a new membership agreement with all past dues waived that have accrued from her previous membership at the Wedgwood locationDue to the nature of her first membership going into collections, our Company would require that [redacted] provide proof of her updated billing information, preferably a voided check or direct deposit information, so that we can create her new membership up to our Company standardsI have notified the Management Team of the Wedgwood location, and they are expecting her visit sometime in the near futurePlease let us know if there's anything else we can assist [redacted] in returning to Planet FitnessThank you and have a great day! [redacted] - Regional Manager

To Whom it May Concern,All members are required to either cancel in person or via certified mail per their membership agreementThis policy is to ensure that both parties receive a receipt of cancellation All members that cancel in person will receive a carbon copy of their cancellation after they've signed off on the cancellation form and members that send a certified letter receive a receipt of delivery and acknowledgement that the company has received the documentAfter pulling [redacted] ***' chereport, it shows that her last cheto the facility was on 9/11/2015, prior to her visit on 6/01/to cancel, therefore per our records, she hasn't come in to cancel before the 25th deadlineIf [redacted] states that she canceled before the 25th of May, then all we ask is for a receipt that a certified letter was sent to the club, requesting to cancel or a carbon copy from the location, we will be more than happy to issue a refund to her accountPlease let us know if you need anymore information about this issue We hope that you find that [redacted] clearly doesn't have the documentation that supplies her cause and we have more than enough evidence that her story is twisted and exaggerated If possible, we can even pull video surveillance for your records to support our case[redacted]

Hello [redacted] , Planet Fitness has never allowed cancellations via telephone or email because we require a signed document to scan to each member’s account. We also provide a carbon copy to each member for their records. Upon enrolling, all contracts are automatically sent to the email that you provide on file. The contract specifically states that we only allow cancellations in person or via certified mail. I’ve spoken to the manager of the location and she confirmed corresponding with you in regards to the status of the account but never authorized a cancellation. You are more than welcome to provide proof of any confirmation of cancellation for further review. Once more, per the contract, you must stop by to sign the cancellation form in order to stop any reoccurring drafts moving forward.Thank you for your time,

Complaint: ***
I am rejecting this response because:At no time did I receive any official correspondence from planet fitness and the portion of the contract to which they are referring did not mention the use of my banking informationI tried to contact the area director about this and correspondence was not returned with the exception of a request for my phone contact information which was provided and never received a return callMy banking information is private and not something I authorized another entity to useAgain, I read the contract for this and it doesn't mention using my banking informationI will be avoiding this business in the future and encouraging all friends/family to do the same.
Regards,
*** ***

Complaint: 1***
I am rejecting this response because:While I have seen the contract stipulation on the bottom of my contract that my membership would continue I never received anything in writing and never gave them personal account informationThe contract stipulation that they are using did not specify the violation of privacy they used in debuting my account nor did they consult me for approval to do so at any pointAgain I never used their facilities and was unaware of unauthorized charges to my account until 1/Any action by the company short of a full refund is unsatisfactory.
Regards,
*** ***

Mr*** *** membership was received through assignment from Fitness Fitness in Pflugerville transferred all membership accounts to Planet Fitness in PflugervilleAll members receive a copy or terms and policies showing their signatures via carbon copyThese members were also mailed
a notice explaining the clubs closure allowing members to cancel before their first ACH draft from Planet Fitness. Per original contract agreement (section38): "Assignment: FITNESS may close or move your club of enrollment without affecting this agreement if it transfers your membership to a comparable club within ten miles of this oneFITNESS reserves the right to sell, transfer or assign your membershipA notice of assignment shall be in writing and addressed to the Member at the address shown on this agreement." We (Planet Fitness) have done nothing but abided by original contract agreement policies and practices down to cancellation of the agreement

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I have already called the location and I am in the process of renewing my membership. Thank you for your help!
Regards,
*** ***

We completely understand the cause of frustrationAgain we will abide by the original contract and grandfathered in rates, as stated per agreement termsAlong with the original copy of the party's contract is attached a voided copy of personal checking information originally used at enrollment with Fitness Again, per contract agreement- the party allowed automatic withdrawals for the set amount (monthly and annual fees) using the banking information attachedThis was initialed and signed by the member, that being said, so were all other terms and agreements allowing Fitness to assign relocation of their membershipFitness notified their member base via letter to address on the contract agreementsIf address were not updated this could have lead to letters not being received in a timely fashionNotices were also left on the facilities doors notifying members of the transfer back in September Per contract agreement- cancellation notice requires a day in club notification to be givenWe have completed cancellation of the membership without future billingIF the party cancelled their contract prior transfer and facility closure, we can refund all transactions done with a copy of the Fitness cancellation formWe have help members who have had this scenario

Hello ***Thank you for reaching out We understand your concerns regarding the notice of membership transfer, correspondence, billing authorization, and cancellation of your account Both Fitnessand Planet Fitness took steps to ensure members were aware of the closure of Fitnessand the membership recommence at the Planet Fitness, Pflugerville locationI've attached a copy of the letter sent to all FitnessPflugerville members, the company statement posted on the physical location, which also supplements the copy of your original contract Additionally, I know you stated in your initial complaint that your wife was under the impression she cancelled, what she believed, was the family membership I've attached a copy of her agreement for your review as wellBoth you and your wife had separate, signed, and individual contracts With that said, each contract needed to be cancelled per the agreement, by the agreement holder In this case, your wife was able to successfully and easily contact and cancel her account in a timely fashion, which allowed her to avoid any and all billing through Planet Fitness Since you did not come in, send a letter, or call to cancel your account, it remained active and continued to be billed, accordingly Furthermore, I know you mentioned that the contract did not authorize the use of your billing information I've attached a copy of the original voided check that you provided to be drafted from on a reoccurring basis As previously stated, Section Of your contract specifies that "Fitnessreserves the right to sell, transfer, or assign your membership." This includes all aspects of your account As you clarified, you have stopped by the location and cancelled your account as of 1/23/17, which will prevent any further billing of your membership Any charges billed prior to cancellation cannot be refunded. If you have any further questions regarding this matter, feel free to reach back out.Thank you for your time,Planet Fitness Team

Hello [redacted], thank you for reaching out. After reviewing your son’s account, you did provide both [redacted] and your own billing information as acceptable forms of payment upon enrolling for the membership.  With that said, per the contract, we only allow cancellations in person or...

via certified mail.  For security reasons, we do not accept emails to cancel any member accounts. Additionally, both you and your son provided authorized signatures to confirm the billing and agreement on file.  I’ve attached the agreement for further review.  If you would like to ensure no additional payments will be processed, please stop by the facility at your earliest convenience to sign a cancellation form.  We will scan one to your son’s file and provide you a copy to save for your records as well.  Please let me know if you have any additional questions and we’ll be more than happy for further assistance.-Planet Fitness Team

To Whom it May Concern, [redacted] joined Planet Fitness on 2/07/2015 and signed up for a 12-month commitment.  [redacted] states that she cancelled her membership although we have no documentation on file that proves her case, nor can she provide us with the carbon copy that members receive...

once they cancel or a receipt of a certified letter sent to the location that she was a member of. Stated in [redacted]' agreement which you will see attached "If you have a minimum monthly term, your account below will be billed for a minimum of 12 months and will continue on a month to month basis at the monthly rate above, until you cancel in accordance with this agreement."  Also stated in [redacted]' agreement it states "To cancel, the club requires written notification by the 10th of the month delivered to the club in person or postmarked via certified mail to the club address listed above.  For good measures, we refunded the $42.22 annual membership fee that she was charged on June 1st and she will receive a refund to her bank account on file in 7-10 business days.  Please let us know if there is anything else that we can help assist of.  Have a great day![redacted]

Hello [redacted], Planet Fitness has never allowed cancellations via telephone or email because we require a signed document to scan to each member’s account.  We also provide a carbon copy to each member for their records.  Upon enrolling, all contracts are automatically sent to the email that you provide on file.  The contract specifically states that we only allow cancellations in person or via certified mail. I’ve spoken to the manager of the location and she confirmed corresponding with you in regards to the status of the account but never authorized a cancellation.  You are more than welcome to provide proof of any confirmation of cancellation for further review.  Once more, per the contract, you must stop by to sign the cancellation form in order to stop any reoccurring drafts moving forward.Thank you for your time,

Complaint: [redacted]
I am rejecting this response because: We explicitly asked about the cancellation policy when we signed my son up for a trial. We were told that we could call and email our request. We did both several times in fact and I've got proof. I emailed them again today to ensure they were aware of my Revdex.com claim in hopes that they would resolve the matter more quickly. Even today, when they responded, they never mentioned email or certified letter. How do we get something we cancelled in Dec confirmed once and for all???
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 dispute.
Please enter your reason(s) for rejecting the business response below.
Regards,
[redacted]
The business is falsifying information reported back. I went in person and requested a cancellation with the manager [redacted] the 23rd of May and was informed it was good that I came in to cancel before the 25 in order to avoid the annual membership fee billed that day. I was never given or offered a copy of any cancellation form. I was assured it was cancelled and then I was charged. They needed to have their monthly quota meet and deleted my request and charged me. It did not make sense for me to use time and gas to go to a club just to say I wanted to keep my membership. I could have just allowed them to continue to bill my account monthly. I strictly requested it to be cancelled. The company is operating in a misleading and fraudulent manner.

Hello [redacted], Thank you for reaching out. We definitely are able to cancel accounts via certified mail, however, the account balance must be in good standing in order to process any cancellations. With that said, as your account currently stands, you have been delinquent for several months, stemming...

back from 2015. At this time, your membership is past due for 9 monthly payments and two annual fees totaling to $236.34.  To best assist you, we are willing to waive 6 of those months and both of your annual fees, which will lower your balance to a much more manageable amount of $65.10.  Since you no longer live in the area, you may easily call us at 888-237-9005 and we are more than happy to process your payment.  Furthermore, you can also login to your account at myiclubonline.com to make payments as well.  I have notated your account so please contact us at your earliest convenience so that we may quickly resolve this issue for you.  Let us know if you have any further questions, Thanks so much!

To Whom it May Concern,All members are required to either cancel in person or via certified mail per their membership agreement. This policy is to ensure that both parties receive a receipt of cancellation.  All members that cancel in person will receive a carbon copy of their cancellation after they've signed off on the cancellation form and members that send a certified letter receive a receipt of delivery and acknowledgement that the company has received the document. After pulling [redacted]' check-in report, it shows that her last check-in to the facility was on 9/11/2015, prior to her visit on 6/01/2016 to cancel, therefore per our records, she hasn't come in to cancel before the 25th deadline. If [redacted] states that she canceled before the 25th of May, then all we ask is for a receipt that a certified letter was sent to the club, requesting to cancel or a carbon copy from the location, we will be more than happy to issue a refund to her account. Please let us know if you need anymore information about this issue.  We hope that you find that [redacted] clearly doesn't have the documentation that supplies her cause and we have more than enough evidence that her story is twisted and exaggerated.  If possible, we can even pull video surveillance for your records to support our case.[redacted]

To Whom It May Concern,We would like to assist [redacted] in returning to Planet Fitness, and continue being a member of our Fort Worth, Wedgwood location. We apologize for any inconvenience involving the previously held membership at our Fort Worth, Lancaster location, and after speaking to...

the Management Team at that location, [redacted]' account there has been officially cancelled with all previous balances waived.Also, we would like to welcome [redacted] to our Wedgwood location at her earliest convenience, so we can begin a new membership agreement with all past dues waived that have accrued from her previous membership at the Wedgwood location. Due to the nature of her first membership going into collections, our Company would require that [redacted] provide proof of her updated billing information, preferably a voided check or direct deposit information, so that we can create her new membership up to our Company standards. I have notified the Management Team of the Wedgwood location, and they are expecting her visit sometime in the near future. Please let us know if there's anything else we can assist [redacted] in returning to Planet Fitness. Thank you and have a great day![redacted] - Regional Manager