Planet Fitness of Mid Rivers

We have contacted our billing company who ensured us they have corrected the issue and ***’s information is only listed under her accountWe have also spoken to [redacted] and apologized for the error and froze her membership for three months for the errorWhen logging into ones account a member can not view even their own full billing information as only the last four digits are viewableSo even in this very rare case only the last four digits can be viewed along with the members nameWe again apologize for the error and are confident this has been rectified

As previously statedAt no time was anyone refused access to the gymPlanet Fitness doesn’t refuse access to members because of a billing issue and as stated, the members had no billing issues ever with their accounts The complainant also states that Planet Fitness changed their billing from a debit card to their checking account We were supplied with the checking information by the wifeThere certainly is no way for us to be able to get this information without the members supplying us with that information [redacted] Chief Operating OfficerPlanet Fitness Midwest

The complainant states that they were stopped at the door and told they couldn’t come in and their memberships were canceledThey also mention this could have been due to a possible billing issue. Both accounts have never ever had a billing issue Let’s for argument sake say that there
was an issue and dues were declinedIf this occurs, an employee will just let the member know and they would ask them to pay it at their convienenceIt would take four declines in a row and balance over 100$ for a memberhsip to be canceled for overdue fundsAt no time did either member have even one decline or billing issue Our records show at no time did anyone advise them their memberships were canceled and they couldn’t come in We have a record of each and every month that went through. We have canceled both memberships for the two members As a courtesy we did offer the two three free months and that is still our offer We are unable to provide a refund without a copy of a cancel form

Complaint: ***
I am rejecting this response because:The area manager has no idea who spoke to my wife, and she doesn’t rememberThe biggest reason we reject the offer is that the company got money for no services renderedWhy would we in any way pay for the gym membership and never go.I would like this issue raised above this area manager and taken to a higher levelWe paid for a service and never received it, much like theft of services by this company, not by us, correct? My wife would not lie to me about being rejected to enter the clubThe club has on record an old debit card of ours, and somehow switched to take the money directly out of our checking account without our knowledgeThe card ending in is no longer valid, and they are taking money from our checking account, that we put on the application form
Sincerely,
*** * *** ***

We 100% of the time refund this if the memberhsip is canceled prior to the annual fee I will mail a check this morning for both annual fees if the member replies this is satisfactory. We apologize the assistant manager didn’t actually give the refund immediately

We have contacted our billing company who ensured us they have corrected the issue and ***’s information is only listed under her accountWe have also spoken to *** and apologized for the error and froze her membership for three months for the error. When logging into ones account a member
can not view even their own full billing information as only the last four digits are viewableSo even in this very rare case only the last four digits can be viewed along with the members name. We again apologize for the error and are confident this has been rectified

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
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/24) */
The member signed up for a membership at our pre-sale officeAt the office the members joining were told we were looking to open the gym at the end of AprilMembers were advised their first bill date would be 5-17-and they would have an
annual fee charged on 6-1-Because the gym opened a few weeks late on 5-7-we sent an email to all members including the complaintantThis email stated that we are NOW OPEN and because we were opening a few weeks late the gym was waiving the yearly annual fee due on 6-1-and it would not be charged until 6-1-The email further stated the first bill date would be 6-17-instead of 5-17-Our records reflect this email was sent to the correct address and the same one the member states she received an email about her balance toOn May 7th it was also noted on Facebook and on our website that we were now open and the billing date changesAlso there was a foot by foot sign located out in front of the gym and a big neon light that stated now openIt should be noted the gym did not bill the member earlier thaWhen we stated when she joined and that the gym did exactly what it said it would do when they emailed the member the open date, put it on facebook as well as our website
The member is requesting her membership be waived, her balance be waived for her dues declining for insufficient funds and the gym pay her 25$ overdraft fee for having insufficient fundsAt Planet Fitness we always go the extra mile to make our members happy regardless of the factsIn this case we will go the extra miles and cancel the member, waive her balance and I'll also mail her a check for 25$ todayIf there's anything else Planet Fitness can do just let us know!!!

As previously stated. At no time was anyone refused access to the gym. Planet Fitness doesn’t refuse access to members because of a billing issue  and as stated, the members had no billing issues ever with their accounts  The complainant also states that Planet Fitness changed their billing from a debit card to their checking account.  We were supplied with the checking information by the wife. There certainly is no way for us to be able to get this information without the members supplying us with that information. [redacted]Chief Operating OfficerPlanet Fitness Midwest