Planet Fitness Quincy

In response to Ms [redacted] rebuttal, we are not in the practice of fraudulently billing members and take such accusations extremely serious.? The cancellation policy is listed in her membership agreement that she signed up for online and was also explained to her by the staff as well.? Once the Regional Team was notified of her complaint to PF Corp office, we researched the matter (listed in the prior response from us) we authorize a "Cancellation By The Club" be done do to the her verbal abuse we found she had with our staff.? We emailed her explaining this and that she would not be welcome in any of the seven clubs with in our franchise group.? A balance still remains on the account for uncollected monthly dues and there would be no refund issued to the member.? Thank you.?

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
***, the manager of the club told me she cancelled the membership and did NOT explain the proper cancellation policy.
Regards,
*** ***

We were not aware of this complaint at the business office. We have reviewed *** ***'s complaint. We apologize for the inconveniences incurred by *** and will be forwarding her a full refund per her request.

Revdex.com:
I have reviewed the response
submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Good Afternoon-This is all the ***d documentation on *** *** membership. She came into the club on 8/11/and was told she had a balance and she said her boyfriend pays for it and she would take care of it the next time she came in. She came in the next day to pay the
balance and said no one told her there was a $late fee on the monthly dues of $and she was only paying the outstanding monthly dues. The staff explained only the Manager could waive the late fee and then she became angry and wanted to cancel. The staff told her she had a one year commitment on the membership and would have to pay $buyout fee. She told the staff she was not giving us one penny and asked for Corporate's phone number and wanted the manager to fix right now and walked out. On 8/14/the manager *** called her and told her she would waive the late fee, which she did. 5/7/18, Ms*** ex boyfriend came in (for he is paying for the membership) and wanted to switch the membership name over to his name. He was told we can not just swap the name off the membership. But, he can cancel it and sign up for his own, which is only $to do that. He said he was not going to do that but, instead go to his bank and tell them its fraud and get all his money back from us and go to another gym. On 7/24/18-ABC our billing company called and said the member *** called them directly and said she was in a car accident and wanted to freeze her membership. We told them she can fax or email over a Dr*** to place the account on a medical freeze for days and if need more time send over another medical freeze. Twenty minutes later the member *** called and told the manager she was going to bring us to court for not cancelling her. She emailed corporate and her and I communicated via email. In order for someone to cancel their membership the account must be in good standing and they must COME into the club or SEND A CERTIFIED letter to the club by the 10th of each month to not be billed the next draft. This is stated in the membership agreement and we NEVER, EVER TAKE cancellations over the phone, fax or email. The manager never said she would cancel her over the phone and the member began swearing her and would see her in court. Once I received the case from our corporate office I explained that our staff are not here to be verbally abused and that I would be cancelling her membership by the club do to her verbal abuse to the staff and she would not be welcome back to any of the seven clubs in our franchise group. She is demanding that the manager said she would cancel over phone a year ago and wants all her money returned to her. I explained to her that the staff documented all their conversations and the cancellation policy and that she still has an outstanding balance of and we will not be refunding any money to herShe said I am rude as well as *** and she is not done. Thank you,*** ***

In response to Ms*** rebuttal, we are not in the practice of fraudulently billing members and take such accusations extremely serious. The cancellation policy is listed in her membership agreement that she signed up for online and was also explained to her by the staff as well. Once the Regional Team was notified of her complaint to PF Corp office, we researched the matter (listed in the prior response from us) we authorize a "Cancellation By The Club" be done do to the her verbal abuse we found she had with our staff. We emailed her explaining this and that she would not be welcome in any of the seven clubs with in our franchise group. A balance still remains on the account for uncollected monthly dues and there would be no refund issued to the member. Thank you.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***.
I am rejecting the response from Planet Fitness due to the information it containsI went into Planet Fitness MULTIPLE times in August of to resolve the “missed payment” the account had over $6,in it at the time, so I was unsure why Planet Fitness was unable to pull the funds from the bank account, but all my other bills were paid on timeI talked to multiple people who were unable to resolve the issue and when I finally was able to speak to the REAL manager, *** (after being told falsely that someone else was the manager) I asked that the account be closed because I was not comfortable being lied to and letting people like that have access to my bank account*** and I argued back and forth at which time she told me she was just going to cancel the account, so I leftI was unaware that my ex had already noticed Planet Fitness billing is account in May, as I had told him in August the account was cancelled because that is what I was told by ***I will have to reach out to him to verify that story because *** and her staff have a history of lying (check the reviews on yelp and google from other equally disappointed members that mention *** by name and title: “I had a black member card for 2yrs and I decide to cancel due to the way of the recent manager treat peopleHope to come back one dayBut the QOS is importantThe gym is OK, but the personal mainly the manager ( ***..) too bad” and plenty of others that reference a female manager treating them poorly)When the billing company called me on 7/24/I DID NOT ask them to freeze the account (I told them I was in a car accident early in July and did not appreciate them calling me multiple times a day while I was waiting for important phone calls from my doctor), I informed them that the account was closed as of August and that they should reach out to the clubI was never informed about the proper cancellation procedure until I spoke with *** on 7/24/when I called to find out why she hadn’t cancelled my membership in August I NEVER swore at her, which *** and *** have both accused me of doing, but I was understandably upset knowing someone untrustworthy and unprofessional like *** was lying to me and still had access to my bank information. I reached out to cooperate because I was uncomfortable with the idea of *** telling me she cancelled my account in August but continuing to bill the account for almost a year afterFrom my understanding of bank fraud, it seemed to fit the descriptionCorporate e sent the case to *** who took ***’s side (obviously because they work together) and was extremely rude and unprofessional in handling the situation*** decided to close the account, which should have been closed in August 0f 2017, but told me I would have to pay the “remaining balance”Since *** told me in August that the account was cancelled I didn’t think I had a balance***, ***, and cooperate keep referring to the fact that all staff members keep records of all communications they have with club membersIt does not seem like a reliable source of information because *** can put whatever she wants in the account documents whether it is true or not and it is pretty clear that *** and *** and the owners of the location really do not care if *** does her job properlyI reached out again today to corporate and spoke with ***, who seems to be the only reasonable person I have dealt with so far, who informed me that because the location was a franchise she has no control over the poor practices of the staff and the illegal billing practicesIt seems unreasonable that a business like this is allowed to go unchecked and is able to act like they are above the lawI asked if I could speak to someone in charge of the franchising department and was told someone will be reaching out to me.
Regards,
*** ***