Planet Fitness - Franchise

Mr [redacted] , Integrated Property Management and HomeTowne at Picadilly are in receipt of your letter dated April 5, The hallways were designed to prevent water pooling in them However, with the extreme amounts of rain we have received here in central Texas there are just some things out of our control When we do see pooling water, our maintenance team quickly addresses the situation by using a squeegee to remove as much as possible, as well as putting caution signs out The upstairs residents have two pets Our community allows no more than two pets per home I cannot remove these dogs since they are within the weight/breed restrictions we have in place, and have had their shot records provided to us Sincerely, [redacted] Community Manager [redacted] Cc: Integrated Property Management

Sent: Wednesday, June 08, 11:AM Subject: Case [redacted] To Whom It May Concern: Ms [redacted] has a signed membership document on file at our Cypress locationIn addition to the signed document, there is a picture on file (taken when members come in for the first time) and check ins at the Cypress location [redacted] does not offer a "guest pass" that allows non members to try the gym out for a certain period of timeWe do not report to collection agencies for any balances that are owedIf Ms [redacted] has been sent to collections, it was not done by any [redacted] representativeAlso, we do not send harassing text messages or phone calls to members about their membershipsHowever, we do inform members that there is a balance on their account and that we will diligently work with them to get it resolved, and even waive some of the owed chargesWe would be more than happy to discuss this with Ms [redacted] if she would like to look into this furtherThank You, Naomi [redacted] Member Services Coordinator [redacted] Houston

Sent: Wednesday, June 08, 2016 11:06 AM Subject: Case [redacted]   To Whom It May Concern:   Ms. [redacted] has a signed membership document on file at our Cypress location. In addition to the signed document, there is a picture on file (taken when members come in for the first...

time) and check ins at the Cypress location. [redacted] does not offer a "guest pass" that allows non members to try the gym out for a certain period of time. We do not report to collection agencies for any balances that are owed. If Ms. [redacted] has been sent to collections, it was not done by any [redacted] representative. Also, we do not send harassing text messages or phone calls to members about their memberships. However, we do inform members that there is a balance on their account and that we will diligently work with them to get it resolved, and even waive some of the owed charges. We would be more than happy to discuss this with Ms [redacted] if she would like to look into this further. Thank You, Naomi [redacted] Member Services Coordinator [redacted] Houston

Sent: Thursday, July 14, 2016 2:10 PM Subject: CASE [redacted] To Whom It May Concern: The agreement type stated on the complaint is not the agreement type we have listed on the account for this membership. Per the signed agreement on file, "To cancel your monthly membership and stop the billing of...

the Monthly Membership Fee on or around the 17th of the month, the club must receive written notification delivered to the club by the 10th of the month either in person or preferably via certified mail to the club address listed above.  Please note it may take up to seven (7) business days for any membership or billing changes to take effect.  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 than the 25th of the month before such billing. The Annual Membership Fee is fully earned when received and is non-refundable." The membership is not cancelled automatically, the member has to come into the club and notify the staff that they would like to stop any future invoices. The membership does not automatically cancel after the agreement has reached it's one year term. The agreement states, "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.". We train all of our staff to have the best customer service possible, we regret any experience that reflected outside of this training. If this previous member would like to discuss this further please feel free to reach out to [email protected]. Thank you,  Naomi C[redacted] Regional Manager Planet Fitness Houston

From: [redacted]  Sent: Thursday, July 14, 2016 12:45 PM To: drteam <[email protected]> Subject: CASE [redacted]Unfortunately transfers are controlled by the PlanetFitness.com website. We usually do not process transfers in the clubs. If a member wants to transfer they go to the...

website, log in with their user account information and select the club they wish to transfer to. Please note: A membership can't be transferred if the member has not been active for at least 90 days or if there is an issue on the account. As a one time courtesy, and due to the long distance, we can process a manual transfer for this member. We would be more than happy to discuss this further with the consumer if she wishes to proceed with the transfer.   Thank you,   Naomi [redacted] Regional Manager Planet Fitness Houston

Mr. [redacted], Integrated Property Management and HomeTowne at Picadilly are in receipt of your letter dated April 5, 2016. The hallways were designed to prevent water pooling in them.  However, with the extreme amounts of rain we have received here in central Texas there are just some things...

out of our control.  When we do see pooling water, our maintenance team quickly addresses the situation by using a squeegee to remove as much as possible, as well as putting caution signs out.  The upstairs residents have two pets.  Our community allows no more than two pets per home.  I cannot remove these dogs since they are within the weight/breed restrictions we have in place, and have had their shot records provided to us.  Sincerely, [redacted] Community Manager [redacted] Cc:          Integrated Property Management