Planet Fitness (West)

Hello, Our Assistant Regional Manager has reached out to Mrs [redacted] to apologize for the conflicting information she and her husband received from the weekend staffWe have offered Mrs [redacted] and her husband a month trial of our facilityIf they like the gym after those months are up, they will remain black card members with usIf they do not, they will be allowed to cancel without a buyout fee by cancelling in club or via certified mailThank you, Planet Fitness New York Management

Good Morning! It is stated in the contract that you signed when you joined Planet fitness that every year there is an annual feeThere are two ways we are allowed to cancel a membership which is to come into the club an cancel or send a signed letter through certified mailWe are not able to cancel over the phone for verification purposesIt is company policy with every Planet FitnessI am held to a contract that is signed by the member and the staff member that sign the member upIt is company policy that we handle things this wayWe do have an open communication policy and you can have access to any paperwork we have on file for you for reviewIs your membership currently cancelled? There are over 6,members at the Irondequoit location aloneIt is impossible to call every member and remind them of an annual fee coming upYou do get told about the annual fee when you sign up and it is in all of the paperwork you are given and can choose to take with you upon sign upThe only other option I have for you is to email our regional manager at [email protected] and see if he can help you further or has any other answers for youI am sorry for the inconvenience, but there is a contract involved and regulations that we as Planet Fitness staff and managers have to follow Thank You! Jacob *** Club Manager Planet Fitness Irondequoit

On 2/9/ [redacted] signed up for a $per month membership that had a one year commitment and an annual fee every June 1st for $ When [redacted] signed up for his membership we were offering a $per month package with no contract or commitment, [redacted] choose to sign up for the $plan Upon signing up for a membership we make sure to give each potential member a full rate presentation, and in the event that they sign up we fully explain the terms of the agreement to the customer I have attached the agreement that was explained to ***, you will notice that he signed the agreement multiple times Both parties also receive a copy of the agreement so that there is full disclosure between both parties I have gone ahead and cancelled out ***'s membership without charging him a buyout fee, he will not receive any further charges Going forward if [redacted] would like to sign up for any of the Planet Fitness locations within our ownership group than we would be happy to waive any applicable stafees Thanks [redacted] ***

All of our billing is automated and we are not responsible nor able to make any changes to any of our automated billing proceduresIt is not a check but rather a checking account (routing number and account number) that we require for all members in order to draft paymentMr [redacted] chose to pay ahead on his account to avoid the monthly automated chargesOnce the $(not $like Mr [redacted] suggested, unless this is in reference to the second membership which I do not have any details on to look into) dollars of prepay had been applied to his cost, it began charging by month for the $increments (Mr [redacted] signed up for a $10/month membership that he prepaid the first year for, this membership does not end after one year)Bounced check fees are not fees that we chargeIt is a bank fee and would be the responsivity of Mr [redacted] ’s bank to addressAll of these details are available for Mr [redacted] in his agreement termsWe send a copy to all members upon sign up that outline our terms, billing and other details of membershipIn addition, we explain all of these during the siprocess so that the member has the tools needed to make informed decisions on membership optionsAll contractual fees through planet fitness are up to date in Mr[redacted] ’s account and there have not been any unauthorized charges to date from Planet Fitness

Mr*** signed up for a $10/month membership whose minimum term is one year, after the first year this membership converts to a month-to-month membership, also at $10/monthMr*** pre-paid for the first year (not including the annual fee)This was not a one year agreement that ends automatically after one yearThe agreement that Mr*** signed is attached and states “This membership has a month minimum termIf you have a minimum monthly term, your account below will be billed for a minimum of months and will continue on a month to month basis at the monthly rate above until you cancel in accordance with this agreement.” We require a certified letter mailed to the club to cancelWe would need more information to look into the second agreement

Good Morning! I have looked into the account for youThe day you canceled your membership was on the day of the billing for the annual feeLuckily you have had your membership long enough to cancel your membership without a buyout feeUnfortunately, on the cancellation document (see
attached) you signed it does state, "Your current annual fee will still be applied on the applicable date according to the terms of your membership" , "You are responsible for scheduled fees and dues within the next days." You did cancel in time to not be billed for the membership dues on the 17th of the monthIn order to avoid the annual membership fee you would have had to cancel by the 25th on the month beforeThe billing is all set up through an automated billing systemThis is outlined in your contract and information when you sign up at Planet FitnessI am sorry for the inconvenience. Jacob *** Club Manager Planet Fitness Irondequoit [email protected]

Following a member’s minimum term, his/her membership will continue month-to-month with no commitmentA member must provide written notification according to the specifications outlined in the contract in order to cancelPer the membership agreement: Termination of Membership and Monthly Billing: To cancel your monthly membership and stop the billing of the Monthly Membership Fee on or around the 17th of the month, the club requires written notification by the 10th of the month delivered to the club either in person or postmarked via certified mail to the club address listed aboveIn order to cancel your membership prior to the billing of Annual Membership Fee, the club requires written notice as described on or before the 25th of the previous monthThe Annual Membership Fee is fully earned when received and is non-refundableSincerely, Planet Fitness New York Management

I was not able to respond to the businesses response to my complaint, it states that I had days and I didn't receive an email from Revdex.com until 6/And I am so upset, at this whole situationHe stated that my contract stated a date that I would have to cancel by before I wouldn't get the annual service fee, but I was never reminded that the fee would be taken out in the first placeThe main reason I am upset is because they don't call, send mail or even email reminders or billing issuesThey had to credit my account a few years back because they never called me about a billing issue and that was their fault on their endEver person I spoke to at this place, have it be corporate or management, was rude and very upsettingI will not allow this to be okay, and if I do not get my money back I will go up to the Attorney General instead, this is ridiculous and the contract means nothing to me so you can keep your copy to yourselfThe way this business is ran is disgusting and I will not allow them to treat me this way! At this point I want my annual fee back and I am ready to ask for the last year of $payments back because I was never allowed to cancel over the phone and whenever I went in they were so rude I would walk out! I want my money! And you will not get rid of me until I get it, and I will go as high as I need to do get it backI work for all of my money and if I treated patients this way I would have been fired along time agoIt is disgraceful and you shouldn't be allowed to be in businessI will post everywhere I have to if it has to go there

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.
Regards,
*** ***

After a full review of the billing error which occurred in 2013, we found that the error was made on our part and a full refund of $has been issued and mailed out May 10, We apologize for any inconvenienceSincerely,Planet Fitness New York Management

Dear Ms***, We make every effort to be transparent with our customers around our membership rates and cancelation policies. Our employees make it a point to circle and/or highlight the methods of cancelation as written on our membership agreements before the prospect joins our facility. We also thoroughly review that following a member’s minimum term, his/her membership will continue month-to-month with no commitment. The member receives a copy of these policies and procedures once they are reviewed. We charge an Annual Membership Fee that is fully earned when received and is non-refundablePer the membership agreement, members must either come in to their home club to cancel or send a certified letter to their home club so that both the business and the customer have a signed copy of the cancelation and there is no confusion in the process. Sincerely, Planet Fitness New York Management

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowI didn't call the man a little black boy and they discriminated in my membershipI also was not given a written notice to sign regarding the Oct 2ND chargesI was not allowed access to the Sept gym membershipMy son was not allowed to use the black card membership Regards, *** ***

Ms***’s membership agreement states that the first payment draft would be March 17thMs***’s account went to collections because we could not collect the funds

Hello, Our Assistant Regional Manager has reached out to Mrs*** again as there was some confusion regarding the duration of the trialWe will provide a month trial with no commitment to both Mrs*** and her husband Thank you, Planet Fitness New York Management

To Whom It May Concern: Thank you for passing along this members concernsWe try our best to respond and assist in a resolution with each member issueHowever with regards to the member in question I am unable to assist at this time. Unfortunately this member is not in my systemShe is a
member with a different ownership groupThe Planet Fitness Amherst location is owned by a different ownership groupBecause we are franchisees we do not have access to view or assist with other ownership groups; only clubs within our ownThank you for your timeSincerely, Jason E***

The manager at the location stated that Mr. [redacted] left very upset and never filled out a cancellation form. The manager was left confused on whether or not Mr. [redacted] indeed wanted to cancel or just get contact information for the Regional about annual fee information. The process for cancellation...

was stated by the manager during first contact and again by the regional manager after emailing Mr. [redacted]. Not until 6/17/17 was it known that Mr. [redacted] wanted to cancel his membership, at which point the Regional Manager cancelled out the membership. The process for cancellation is in place to protect both member and business. The documentation for cancellation is needed to show not only that cancellation occurred, but also on the date it occurred on. This eliminates all grey area from the process and ensures all parties are left with concrete proof of the cancel.

I only went to the gym once. Why should I pay 300 dollars?

Good Morning! It is stated in the contract that you signed when you joined Planet fitness that every year there is an annual fee. There are two ways we are allowed to cancel a membership which is to come into the club an cancel or send a signed letter through certified mail. We are not able to cancel over the phone for verification purposes. It is company policy with every Planet Fitness. I am held to a contract that is signed by the member and the staff member that sign the member up. It is company policy that we handle things this way. We do have an open communication policy and you can have access to any paperwork we have on file for you for review. Is your membership currently cancelled? There are over 6,500 members at the Irondequoit location alone. It is impossible to call every member and remind them of an annual fee coming up. You do get told about the annual fee when you sign up and it is in all of the paperwork you are given and can choose to take with you upon sign up. The only other option I have for you is to email our regional manager at [email protected] and see if he can help you further or has any other answers for you. I am sorry for the inconvenience, but there is a contract involved and regulations that we as Planet Fitness staff and managers have to follow.  Thank You!  Jacob [redacted]  Club Manager  Planet Fitness Irondequoit

Hello, Our Assistant Regional Manager has reached out to Mrs. [redacted] to apologize for the conflicting information she and her husband received from the weekend staff. We have offered Mrs. [redacted] and her husband a 3 month trial of our facility. If they like the gym after those 3 months are up,...

they will remain black card members with us. If they do not, they will be allowed to cancel without a buyout fee by cancelling in club or via certified mail. Thank you, Planet Fitness New York Management

[redacted] provided club management with a doctors note via fax on 11/14/12.  The doctors note that was provided was for a 3 month medical freeze from the time frame of 11/8/12-1/31/13, the club manager AJ made the membership freeze for one year per [redacted]'s personal request.  If [redacted]...

would had provided us with a doctors note stating she could not work out indefinitely than we would have been happy to cancel out the membership immediately.  [redacted]'s membership is cancelled out and she will not receive any further charges, the membership cancelled the membership out on 6/4/2015 when [redacted] first reached out to management.