Planet Fitness of East Haven

Ms*** is exactly right in that she should not have had to pay the $buyout fee to cancel her membership due to her move. If a member moves more than miles away, the buyout fee is not applicable
It was a mistake on our staff's part and I have cancelled Ms
*** membership as of today and also talked with her and she is satisfied with outcome.
Thanks you

Ms*** joined our *** *** Planet Fitness location on under a totally different name of *** ***. When she came in to cancel her membership in May of 2015, our staff and manager could not find her membership in our system. She was
asked multiple times if her membership could be under a different name and she insisted "no".
After still trying to help Ms***, our billing company was called and her method for payment was searched until the right name of *** *** was found. Her membership was then cancelled on June 6, 2015.
Our staff went above and beyond to help Ms*** and we believe it is not our responsibility nor our fault if a member uses multiple names and could not provide the correct nameThank you

Ms. [redacted],
We have to decided to refund the annual fee of $30.84 to you.  We will be sending this check out to you by mail within thirty days at the address we have on file for you at [redacted]
If this address is incorrect, please let me know by calling [redacted].
Sincerely,
[redacted]
Planet Fitness, Billing Specialist

Complaint: [redacted]
I am rejecting this response because:
When I went back to planet fitness
after a break in the beginning of 2015, they could not find my membership under
my current name in their system. The excuse they provided was that they
had made changes to their record keeping system. The only thing they could find
wad was an old membership under my maiden name. I provided them with my maiden
and married name, D.O.B, membership number etc. They promised me to fix
it. But every time I went to use the club they would stop me at the desk ask me
for all this info again. This happened multiple times over weeks. In the
mean time they had no trouble taking the monthly fee out of my checking
account. This harassment continued for weeks and finally they told me
it was all fixed and I was able to use the club freely. But I was not
happy with the way they treated me and decided to cancel the membership. 
As I mentioned in my original complaint I cancelled the membership on 5/21/15 .
If you refer to my membership agreement in the attachment you could see that as
long as I cancel the membership before the 25th of May, the annual fee will not
be charged. I demand reimbursement of $30.84 plus compensation for
the time and energy I spent on this matter over the last 8 months not to
mention the stress. 
                          
Please refer to the attachment for my agreement with the club as well as my
cancellation form.
Sincerely,
[redacted]

[redacted] was a member of our East Haven Planet Fitness.  She declined billing for her monthly dues of $7.98 in Sept. of 2014 and also for her Oct. 1, 2014 annual fee resulting in the balance owed to us of $58.82. 
 
We notify members via balance due letters by...

mail.  When there is no response, we therefore send these accounts to our collections agency who is turn also notifies the member via mail and phone calls.  The last known address that we had on file for [redacted] was [redacted].  It is the member's responsibility to inform us of a change of address and/or phone number.   
Therefore, per [redacted] contract, these charges are valid and agreed upon by the member.
 
Thank you.
 
Janine, B[redacted]/Customer Service
Planet Fitness

Review: I am relocating to [redacted] where the franchise does not have a location. I spoke to an employee early on in the day on June 23, 2015. She stated it was not an issue to cancel and I did not need to bring anything just come request to cancel. I get down there later on that night around 9PM and I am being told that I have to pay $50 fee to cancel a member that I can no longer use. This is ridiculous on top of me paying for their services that I have not used in the last 2 months. There should not be a fee associated with this cancel because I am relocating to an area where their services are not provided.Desired Settlement: A cancellation without the fee

Business

Response:

Ms. [redacted] is exactly right in that she should not have had to pay the $58.00 buyout fee to cancel her membership due to her move. If a member moves more than 25 miles away, the buyout fee is not applicable. It was a mistake on our staff's part and I have cancelled Ms. [redacted] membership as of today and also talked with her and she is satisfied with outcome. Thanks you.

Review: I called the business on 6/17/2013 to cancel an existing membership which will be expiring July 9 +/-. I was told I had to come in or send a certified letter to cancel. So I drove to the business within a 90 minute period. There I was told I could not cancel my membership w/o have to pay a $50+ early cancellation penalty. I then requested that they cancel the renewal which is within the next 3 week period. They told me that I can no not cancel the membership until I revisit the business site on the day of the contract expiration.I requested to talk to the manager but I was told that he just left. I requested that I be called on my cell phone. The number was taken but I never received a call.[redacted]New Haven, CTXXX-XXX-XXXX

Product_Or_Service: membership to club

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Membership renewal cancelled w/o penalty

Business

Response:

Business Response /* (1000, 9, 2013/06/27) */

Mr. [redacted] already carried out the 12 month commitment on his Planet Fitness Membership. He should have been able to cancel his membership when he came into the gym on 6.17.13 but it was a staff error. I have cancelled Mr. [redacted]'s membership as of today, 6.27.13, and there will be no further billing. Again, we apologize for our error and we strive to provide excellent customer service to our members.

Thank you,

Planet Fitness

Billing Specialist

Review: I cancelled my membership with the business on 5/10/13, way before I am required to cancel the account in order not to incur the annual fee. Still they billed me the annual fee on 06/01/15 in the amount of $30.84. I contacted the club as well as the corporate office multiple times. I failed to receive any help from either of them.Desired Settlement: I like to be refunded $30.84 plus compensation for all the time I spent on the phone and e mail , not to mention the stress.

Business

Response:

Ms. [redacted] joined our [redacted] Planet Fitness location on 1.19.14 under a totally different name of [redacted]. When she came in to cancel her membership in May of 2015, our staff and manager could not find her membership in our system. She was asked multiple times if her membership could be under a different name and she insisted "no". After still trying to help Ms. [redacted], our billing company was called and her method for payment was searched until the right name of [redacted] was found. Her membership was then cancelled on June 6, 2015. Our staff went above and beyond to help Ms. [redacted] and we believe it is not our responsibility nor our fault if a member uses multiple names and could not provide the correct name.Thank you.

Consumer

Response:

Review: [redacted]