Planet Fitness Windham

We have received your letter regarding complaint # [redacted] , [redacted] Planet Fitness has a long standing cancellation policy which states as member can cancel at any timeIf the member cancels on or before the 10th of the month, we will not bill the member on the 17th of that same month There are two ways in which a member may cancel, in person at the club or via certified mailIf the member chooses to cancel in person, we provide the member with their signed cancellation formThis receipt will take the form of an email ( if we have an email address on file for the member) or a copy of the cancellation form itselfRegardless of which option the member chooses to utilize in cancelling their membership, the member receives a receipt of the transactionAdditionally, we scan and save all member recordsOur records indicate Ms [redacted] froze her membership twice in (April 7th and July 14th) for medical reasonsMs [redacted] came into the club on November 12th, and cancelled her membershipAs a result, we are no longer billing herBesides her membership which states our cancellation policy, these are the only three documents we have on record for herWe have repeatedly indicated to Ms [redacted] that if she can provide us with certified letter or the member cancellation form she would have received in May 2016, we will absolutely reimburse her for all of the funds collected from that day forward

We have received your letter regarding complaint #[redacted], [redacted]. Planet Fitness has a long standing cancellation policy which states as member can cancel at any time. If the member cancels on or before the 10th of the month, we will not bill the member on the 17th of that same month....

There are two ways in which a member may cancel, in person at the club or via certified mail. If the member chooses to cancel in person, we provide the member with their signed cancellation form. This receipt will take the form of an email ( if we have an email address on file for the member) or a copy of the cancellation form itself. Regardless of which option the member chooses to utilize in cancelling their membership, the member receives a receipt of the transaction. Additionally, we scan and save all member records. Our records indicate Ms. [redacted] froze her membership twice in 2015 (April 7th and July 14th) for medical reasons. Ms. [redacted] came into the club on November 12th, 2016 and cancelled her membership. As a result, we are no longer billing her. Besides her membership which states our cancellation policy, these are the only three documents we have on record for her. We have repeatedly indicated to Ms. [redacted] that if she can provide us with certified letter or the member cancellation form she would have received in May 2016, we will absolutely reimburse her for all of the funds collected from that day forward.

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 # [redacted].  
I understand their cancellation policy. I don't recall the exact date of cancellation, being before the 10th or after, as I was not given any documentation. I do know it was before the 17th (billing cycle). Even if it was the 11th, I should've been billed for one month. I was billed May-October. Planet Fitness never gave me a form and they didn't collect my email until November. Therefore they had no way of sending me anything either. I went into Planet Fitness November 12th, 2016 not to just "cancel" but to find out why I was still being billed when I cancelled in May. They just happened to cancel it. I wasn't given a form then either... I had to call and give them my e-mail which they e-mailed me November 17, 2016.I had a big hip surgery April 1, 2015 and cancelled at the end of March beforehand. Maybe they scanned the information on April 7th but I did not leave my house except for physical therapy for a month or more. I definitely did not get myself to Planet Fitness on April 7th. I also did not receive any form when freezing. The gentleman just took my note and said I was all set. I would like to see what they have on file for paperwork of me freezing.I have repeatedly indicated I cannot provide a cancellation form when I never received one. This comes down to someone not following through on their end and poor customer service.
Regards,
[redacted]