Planet Fitness of Ferguson

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , although I do not agree with everything as stated in their explanation, I do find that this resolution is satisfactory to meThank you Sincerely, [redacted]

Complaint: ***
I am rejecting this response because:on the same day that I filed the complaint I received a e mail from themI called them about contacting meThey told me that my contract had been canceledThat they were able to get their moneyThe manager Josh told me that if I gave him my lawyers name and phone number and my case number that he would call himAnd they would refund my moneyThey say they told me that they could not change the billing date, but the last four months they have taken money out of my checking account at the first week of the monthIt seems to me that they will say what benefits themIn the phone conversation I told them I had contacted Revdex.com Why didn't they tell me that I could have cancelled my contract for a feeI would have paid them the fee Instead I had to pay $in overdraft feesWhen I stop payment on the checking account they begin to use my atmIf you read their questions ask of them they say that they only use your atmosphere to keep your account up , so it won't have to cancel your accountThey knew that I wanted to cancel my accountBut they never offered me that option, even when I went in to change my date Planet fitness is a company who to me uses their options with out consent of the holder of the checking account Under the chapter bankruptcy law I'm to give them my lawyers nameNumber, and case number if a creditor has questionsWhich I gave them on several occasionsI even called their main head quarters and gave them the same informationThey notified ferguson Planet fitness that I had called them and gave them the same informationWhich ferguson Planet fitness continued to ignoreI reject what they sayI've done what the eastern missouri bankruptcy court told me to do I gave them tissue information again may 9th after they asked me Again I reject their decision Yours respectively *** ***
Sincerely,
*** ***

I received your information concerning me to send you a copy of my bankruptcy papersMy disagreement is with only Planet fitnessI feel that under the privacy act that I should not have to give the BBC or Planet fitness a copy of my bankruptcy papersThese papers include my personal business and other information that Revdex.com or Planet fitness is against my will to I dungeon my businessI have give Revdex.com and Planet fitness my case number and my lawyers name and number which I was instructed by the eastern missouri bankruptcy court to doThere is no need to waitI will not be sending my papers to either the Revdex.com or Planet fitness It seems strange to me that on the same day I enter my complaint to Revdex.com the next day you had a answer I've never got a answer from Revdex.com before So Revdex.com can go ahead and settle this

Initial Business Response /* (1000, 5, 2016/02/02) */
Contact Name and Title: *** *** COO
Contact Phone: XXX XXX-XXXX
Contact Email: ***@planetfitness.com
Members mother did call Planet Fitness and a refund has already been approved to give to the member since she canceled the
membership prior to the annual fee being chargePer the membership agreement the membership must be canceled by Janiary 25th to avoid being charged the annual feeOn January 26th the dues are sent out electronically and
Anyone canceling after that date would automatically be charged as it is not possible to stop the charge
Planet Fitness will mail a check immediately for the price of the annual fee or will credit the accountPlease be advised a credit to the account sometimes takes as many as ten daysIn most instances a bank will refund a overdraft fee if a refund puts the account back in good standingWe will call the member and see if this is sufficient

As stated by the memberThe memberhsip was not canceled prior to being billed as per the contract The contract states the membership can be canceled by phone or in person. Nevertheless I will cancel the memberhsip and refund as a courtesy if the member replies back and states this is
satisfactory

We would like to resolves this issue so that the member is satisfied I would like to clarify several things first. First, all over million Planet Fitness members are billed on the 17th of every monthThere is absolutely no way to change the billing date as it is electronically doneAs far as charges to a debit card the first week of every month When the member joined she provided us as all member do a secondary card for billingThis card per the agreement is to be used if the primary card is declinedAlso per the agreement the 2nd attempt can take place the 1st week of the month This is a second attemptThe first attempt as stated above must be on the 17th. Secondly, the member has a month to month agreement and is not locked into and never was locked into any contract Per the agreement to cancel the membership the member mails a letter stating they wish to cancel or they can fill out a cancel form at the gym There is and never was a fee owed to cancel The only thing owed on the membership was the dues from January and the annual fee from February that declined.After receiving this Revdex.com complaint Planet Fitness removed the approximate 85$ balance on the account and canceled it since the member did not provide new checking account information We sent the member an email yesterday stating the membership was canceled.As far as bankruptcy paperworkPlanet fitness Ferguson has never been served by a court any paperwork relating to this bankruptcyI asked for it to be submitted in a reply and it was not sent I also spoke to the regional manager Josh who also was not given any paperwork or an attorneys name and number I will provide my name and number below if the attorney would like to speak to myself or our attorneysAs stated previously, we will refund any and all charges taken out after we receive a letter from the BK court stating the case is sustained and all creditors are to withdraw any receivables So if we charged the member anything after the BK was approved we will refund all moniesNowhere in the prior statements has it been stated the BK was granted. As previoulsy stated all charges to the members account were charged correctly per the agreement. In in an effort to resolve this issue PF will cancel the membership and waive the 85$ balanceWe also will mail a check to the member for 100$ and give her months free if she wishes to remain a member and provide new billing for after the months *** ***COO*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2016/01/27) */
Contact Name and Title: C.O.O. [redacted]
Contact Phone: XXX XXX XXXX
Contact Email: [redacted]@planetfitness.com
We have contacted Mrs [redacted] and honored the price advertised on the billboard. We have 26 billboards throughout...

the SL metro area and were unaware this billboard was not changed to the current rates. The staff member who spoke to Mrs.[redacted] should have immediately agreed to honor the 10$ although they were unsure what to do.
We apologized to the complaintant for the inconvenience ...

The complaintant signed up for a membership authorizing 19.99 plus tax to be deducted from her account on the 17th of every month. Per the membership agreement, a 10$ service fee will be charged if the dues are returned as uncollected. Also the charges per the agreement are re-ran every month is...

there is a decline. The charges the complaintant has mentioned are all valid charges due.Currently the complaintant has a balance of approximately 85.00 for dues being declined for 1-17 as well as her annual fee of 39$ on 2-1-16. We have the membership as still active as the membership was never canceled by the member   The complainant states she came in and wanted her date changed when she was charged and it is true that is impossible to change. Also she states she wanted an employee to call her lawyer about a bankruptcy.  We have never received any bankruptcy paperwork and nor have we heard from an attorney regarding a bankruptcy.  If in fact there is a valid bankruptcy and the court has ordered Planet Fitness to refund charges we will do so immediately. We also will refund any charges of there is a valid Chapter 13 filed and granted prior to any of these charges going through . There is just no way of knowing as we have never been given anything from the member or the court   We ask that we are provided a copy of any bankruptcy paperwork if it pertains to PF charges being refunded or a debt being waived. Planet fitness would be willing to waive the current balance of the complaintant and also if she wishes we will cancel the membership at no charge at all.

The member signed up as stated at our Overland  gym for a 10$ a month membership that was month to month. Member then converted her membership to our 19.99 a month membership that had a 12 month commitment. The commitment is stated on all advertisements as well as on the membership agreement...

she initialed in 3 places and signed. Member currently has a 283.99 balance with Planet Fitness from dues declining the last 9 months.  Member is asking for the membership to be canceled and for the annual fee of 42$ to be refunded. The membership was canceled several months ago by Planet Fitness for the account having an excessive balance.  So the member would not be seeing any monthly charges being deducted. The membership is CANCELED. Secondly the member is asking for the annual fee to be refunded. The annual fee was NOT deducted from the members account. It is in our records as declined. A member who has not canceled their membership will still be charged an annual fee even when their monthly dues has been stopped.  The same policy goes for a member who has a medical freeze. Monthly dues are halted however the annual fee is still charged.  So as a resolution Planet Fitness will waive the almost 300$ balance the member has failed to pay and also state that the memberhsip is canceled and therefore the member will not be charged an annual fee or anything ever again if this is agreeable to the member.In closing, I would state that Planet Fitness has over 10 million members in the US and more than any other gym in the world. Our policies and billing procedures are fully explained on the membership agreement a member signs and then is emailed. There is no deceptiveness at all and Planet Fitness will always when possible grant the customers wishes in a complaint. In this case we are waiving a almost 300$ balance and releasing the member from the 12 month commitment.if this is satisfactory to the member we will need a response back to the Revdex.com so we know to cancel and waive. If it is not acceptable then the balance will remain until paid.

This story is very confusing. The letter is addressed  to the President of Crunch Fitness, a competitor. This is Planet Fitness. Complainant last year was at our Ferguson MO Planet Fitness and claimed to the manager to have had her phone stolen. The manager reviewed footage from my 16...

cameras in the gym and was not able to see anyone in the area where the complainant left her phone. The employee then said maybe you left it in your car. The employee offered to walk the member to her car and the phone was located in the car. Some time later the complainant sent a letter or multiple letters claiming she thought maybe our employee planted the phone in her car[redacted], my regional manager and myself spent nearly 2 hours reviewing all of our cameras to ascertain if this occurred even though it was unthinkable someone would do this. And for he record [redacted] is a rock star of an employee who has been with Planet for over 5 years with an exemplary record. Camera footage reveled there was absolutely zero chance [redacted] planted the members phone in her car. The member was advised of this and nevertheless we offered to freeze the members membership for 3 month to make up for the months she didn't use the club.  The member HAS NOT been charged dues for Feb , March April May or June dues.  The last charge to the member was on 2/1/17 which was the members annual fee. The member is NOT in a commitment and can cancel the membership at ANYTIME. The member has paid Planet Fitness in total 80.62. She is demanding 103$.  Planet Fitness will gladly mail a check to the member today for the total she has paid to date 80.62 and cancel her membership and ensure she is never charged.Lastly, I can assure the member that if I saw on that video footage my employee stealing a phone I would have not only fired him but I would have made sure he was arrested. The last person I want working for me is a thief because if he would steal a phone for darn sure he would steal from me too... please advise if she wants the full amount paid refunded and I'll send a check today.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], although I do not agree with everything as stated in their explanation, I do find that this resolution is satisfactory to me. Thank you.
Sincerely,
[redacted]