Planet Fitness New Philadelphia, 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 I did send a letter to the club and was NOT told initially that it had to be Certified I did tell them who I spoke to and it was ***i The attached letter is a copy of the letter I sent in addressed to ***i's attention It is funny how they claim they lost the papers I signed when in the club prior to April No I wouldn't know who I spoke with when signing the papers and was not given a copy of the cancel paper for my record At this point Planet Fitness needs to cancel my membership as I have made plenty of attempts to cancel it both in person and via mail I did have a returned address on the envelope and I did NOT receive it back undeliverable Regards, [redacted]

There will be no action taken for the May payment charged to the customer. On 01/06/2015 she signed a membership agreement that outlines the cancellation process. This is also attached. I also gave her a free month membership in April to give her time to get to the gym or send a certified letter. She is currently cancelled but no refund will be issued for May. She did not follow the cancellation process outlined in her membership agreement she signed or the conversation we have over the phone. The courtesy was given to her in April.

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Planet Fitness regarding complaint **
***
Regards,
*** ***

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.
I did send a letter to the club and was NOT told initially that it had to be Certified.  I did tell them who I spoke to and it was [redacted]i.  The attached letter is a copy of the letter I sent in addressed to [redacted]i's attention.  It is funny how they claim they lost the 2 papers I signed when in the club prior to April 2016.  No I wouldn't know who I spoke with when signing the papers and was not given a copy of the cancel paper for my record.   At this point Planet Fitness needs to cancel my membership as I have made plenty of attempts to cancel it both in person and via mail.  I did have a returned address on the envelope and I did NOT receive it back undeliverable.
Regards,
[redacted]

There will be no action taken for the May payment charged to the customer.  On 01/06/2015 she signed a membership agreement that outlines the cancellation process.  This is also attached.  I also gave her a free month membership in April to give her time to get to the gym or send a certified letter.   She is currently cancelled but no refund will be issued for May.  She did not follow the cancellation process outlined in her membership agreement she signed or the conversation we have over the phone.  The courtesy was given to her in April.

Spoke with [redacted] twice:  4/13/16:  [redacted] called stating she had been in the club twice to try and cancel her account.  When asked who she spoke to on both occasions she did not know.  When asked if she had a copy of the two cancellation forms she received she said no.  As a...

courtesy I told [redacted] I would freeze her billing for the 17th of April to give her time to get into the club to cancel so she would not be charged but as her signed membership states, she must cancel in the club or send a certified letter.  She said she would come to the gym in person and cancel.  Explained to [redacted] makes sure she comes in by 05/10/16 to cancel or she would be charged for May.05/19/2016:  [redacted] called and spoke with me upset she was charged for her May billing stating she was going to refuse the funds be paid from her bank.  [redacted] said she mailed a letter to the club and I let her know it was never received.  [redacted] became upset continuing to talk over me while trying to explain no letter had been received.  I handle all club operations, there was no one else to refer her to.  [redacted] continued to yell over the phone and I did explain if her language did not change I would be hanging up the phone on her which ultimately did do.Recap:  As a courtesy to allow [redacted] time to get to the club to cancel, her April payment was frozen and never charged to her bank account.  So she did not pay for her April dues. Explained on 4/13 the proper method to cancel which is outlined in detail on the membership agreement she signed on 01/06/2015.  [redacted] agreed to come into the club to cancel.  5/19 [redacted] calls upset over May billing, unfortunately I had to end the call because of her behavior over the phone.  I am the only person that checks our mail and no letter was ever received.  This is the reason we asked for a certified letter for tracking purposed.  We have check and balances in place for cancellations.  We log them into daily register, fill out a two part form - one of which they receive at cancellation, physically cancel their account and the scan the cancellation form onto the member's account in the event it is needed in the future.  The member's also have a scan card that leaves a footprint on their account each time they are checked into the gym.  It would be difficult to believe that all the employees at Planet Fitness missed 100% of all these steps on 3 different attempts on her part to cancel.  Not to mention she #1 said she was going to cancel in person and #2 was never charged for April fees owed.  She could also not provide any copies of her cancellations or provide who she spoke with or what days she was actually at the club.l  Her membership was cancelled on 5/19 with making her come in or send a letter.  A corporate complaint would be her written notification.    [redacted] did not follow through with any of the instructions give on 4/13 and produced a letter that was never received at the club.  Her request for refund is denied as we did not charge her for April and she did not follow the cancellation policy outlined and acknowledged by her in her membership agreement as well as over the phone with me on 4/13.  Can provide a copy of her membership agreement if requested.