Planet Fitness

Complaint: [redacted] I am rejecting this response because:Regards, [redacted] ***

The complaint we received was in regard to our corporate advertisingWe were advertising a sale for a $enrollment fee for a membership with a monthly rate of $and an annual rate of $29, We also honored the $down enrollment fee for our Black Card membership which as a monthly rate of $and an annual rate of $Both of these memberships are month to month agreements meaning they are not locked in to any minimum term and can cancel at any timeWe also offer a one year paid in full membership for a locked price of $This paid in full membership is a completely different membership than our monthly membershipsThis paid in full is non-transferrable and non-refundable after business days, During the sale, we were not offering a discount on our paid in full membership which is what the customer wanted, The $enrollment fee was only offered on our monthly memberships that allow members to cancel, transfer and even upgrade or downgrade their membershipsThe paid in full membership does not offer these optionsIf the customer did not want to put their billing information on file for the monthly membership, the only other option would be to purchase a paid in full membership at the set price of $199, Again, the sale that ran at the beginning of January was for the advertised $down and $per month billed monthly through a checking account, We did not run a sale for the paid in full memberships,

[redacted] and his wife signed up for Planet Fitness and both signed off on our membership agreementHe provided us with a card to take their automatic payments offPart of the membership agreement states that a $service fee will be applied for any returned monthly payments [redacted] and his wife's membership payment came back returned from the first attempt and than still declined for many re submits after thatHis card declined our charge and he refused to contact the bank to ask why his charge didn't go through and assumed we would remove the service feeAs of this date he remains with the balance on his membership

RevDex.com Response - [redacted] , *.The membership purchased by Mr [redacted] on 3/19/14was our Black Card MembershipThis membership has a month minimum term.When Mr [redacted] came in to the club to deliver written notification to cancelhis membership he was informed that in order to cancel early he would have to paya $Buyout FeeHe refused to do that and his membership was not cancelledWehave no record of a Buyout Fee being paid by himWhen he called on 11/18/to find out why he was stillbeing billed I explained to him that because the required Buyout Fee had notbeen paid we weren’t able to cancel his membershipHe became irate, usedprofanity and said he would stop payment at the bank [redacted] General ManagerPlanet Fitness Gulfpport

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 and the matter has been resolved Sincerely, [redacted]

We are able to refund the return fee at this time, but cannot refund the monthly dues.If the member agrees we can have this processed this week thank you,

THIS SERVICE I WAS OFFERED SAID NO COMMITMENT CANCELL AND ANYTIME AND I ONLY WEN'T WEEKS AND I CALLED AND ASKED IT I COULD CANCELL AND I WAS CHARGED I THINK I WAN'T YOU GUY'S TO CLOSE THIS ACCOUNT.I WILL REMOVE THIS REVIEW WHEN YOU DO

The consumer owes the club $and a past due amount of $ Technically she is no longer a member but I cannot delete her from the system until she pays these fees She needs to come in and pay these fees This puts her in a return for collection because she does owe us money

It has been confirmed that after a discussion with our former GM at this location on 2.23, Mr. [redacted] refused to sign a cancellation form for his membership complying with our standard protocol. After he submitted the original complaint, we went out of our way to cancel his membership out completely for him as a courtesy. This has been confirmed to have been completed as of 3.9.18. If Mr. [redacted] could please explain what he was still charged for that would greatly help us in expediting the refund he is asking for. Thank you. Bobby [redacted] Director of Operations, Planet FitnessJEG-FIT/JEG-VIPER/JEG-MEX OPERATIONS LLCBobby. [redacted] @planetfitness.com [redacted]

I signed up with planet fitness the end of September and signed a contract stating that will be taken out of my account monthly on the 17th which is fineBut I was also told by an employee that the annual membership fee will be taken out January 1st of next yearI looked at my bank account this morning (November 1,2018) and saw that Planet Fitness has taken out of my accountI called planet fitness and asked for a manager , His name was [redacted] I asked why the $was taken out of my account and he wanted to argue with me about how I signed a contract stating it came out November 1stI just had taken out of my account October 17,and would be taken out on November 17,as wellWhen I signed the contract not even months ago I was specifically told the annual fee was on January 1st,and that the latest day to cancel for the annual membership was November 1st,2018.I was literally getting out of school and about to ride up to Planet Fitness to

We have reviewed [redacted] complaint, and will be happy to look into this issueWith the information provided, we are unable to locate [redacted] accountWe would need further information from the client to locate the account, such as name on account and date of birthWe look forward to hearing from [redacted]

As for the mailed complaint, below is a response from our General Manager at that location: Ms [redacted] called me on to express that she had experienced fraud on her account and needed to stop the payment that was set to draft automatically on the 17th of each monthMs [redacted] joined our facility online were it was her responsibility to read through the contract that she signed, in that contract it clearly states that "To cancel your monthly membership and stop the billing of the Monthly Membership Fee on the 17th of the month, the club requires written notification by the 10th of the month delivered to the club in person or postmarked, preferably via certified mail, to the club address listed aboveIn order to change your billing information or cancel your membership, notice must be made in person (in writing) or through certified mail." As it was days before the automatic draft date, Ms***'s payment was already pending to come out of her account, there was nothing that I could do to stop a payment that was already in the process of being drafted, which I explained to Ms***In Ms***'s complaint she claims that her payments draft out on the 20th of the month, but I've included proof that her payments have always drafted on the 17th of the month, which is also outlined in the agreement that she signed when she joined online Below is a response from the Regional Manger for that location as well: Unfortunately, it was too late to stop the payment Ms [redacted] was requesting to stop Regional Management contacted Ms [redacted] to inform her we would waive her balance of $that was returned along with the $Return Fee assessed per her agreement We also informed her we would freeze her membership for two months to give her a chance to get her finances in order See Attached

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.] Regards, [redacted] I reviewed the response made by planet fit in reference to my complaint and have determined that this proposed action did not resolve my complaint.So many people have the same complaint .I will have them email Revdex.com too

Hello, my name is [redacted] M [redacted] and I’m the regional manager for Planet Fitness here in AlaskaBecause I do understand that things can be either easily misunderstood or overlooked and intern result in an unfilled expectation, I have gone ahead and canceled the membership as of todayA big part of of our staff's training is dedicating to explaining the cancellation process during enrolmentWe are always doing what we can to make sure that nothing is overlookedHowever, because of the agreement and how many times it is mentioned in the agreement that the member is responsible for canceling their membership if they do not wish to continue to be billed, we will not be issuing any refund I have included in the attachment a copy of the membership agreement that was signed during enrollment period for any further questions please contact me anytime at my office at 907-519*** or via email at ***@planetfitnesswest.com

To Whom It May Concern:This is a response to complaint [redacted] concerning customer [redacted] Mr [redacted] states that he tried to cancel his membership over the phonePer his signed membership agreement, it states there are only two ways to cancel a membership: coming into the location and filling out a cancellation form or sending a certified letter to the clubAlso, per the membership agreement, we can do a medical freeze with proper documentation presentedWhen Mr [redacted] called in, our Assistant Manager reiterated the policy to him, and froze his agreement for one month to give him time to come into the club or have a family member bring in the medical documentationMr [redacted] was not satisfied with the options given, which again are stated in his signed agreement, and did not come into the club or send a letter like requested which is why he was billed for NovemberHowever, the November dues were never collected because they were returned by his bankFinally, due to Mr [redacted] 's actions towards our Assistant Manager over the phone, we have cancelled his membership at the club on 11/30/2017.If there is anything else you may need, please iet us know.Regards,Reid L [redacted] Director of Operations Planet Fitness

The staff made an honest mistake and the cancellation process was not completed correctlyI have already refunded this member and have removed his information in the systemHe contacted me and was extremely rude and demanding and was acting as if this was a purposeful act to try to steal his moneyI could not get through to him that mistakes happen and we are extremely sorryThe refund was done immediatelyThis matter is closed on our end and the member will not be returning to any of our franchise locations due to how he treated staff and myselfHe is also not going to be billed for the annual fee which I explained to him numerous times but again he insisted on telling me how to do my job and that I was wrong

Good Afternoon, My name is ***, and im the club manager of the Planet Fitness Columbus ( [redacted] ***.), OH club located at [redacted] I have attached a copy of ***'s [redacted] 's signed membership agreement, # [redacted] I have highlighted our cancellation policy which states: "To cancel your monthly membership and stop the billing of the Monthly Membership Fee on the 17th of the month, the club requires written notification by the 10th of the month delivered to the club in person or postmarked via certified mail to the club address listed aboveIn order to cancel your membership prior to the billing of the Annual Membership Fee, the club requires written notice as described above on or before the 25th of the previous monthThe Annual Membership Fee is fully earned when received and is non-refundable." Also it states that we bill $19.99+ tax monthly on the 17th of each monthAs well as an annual fee that is billed once a year for $39+ tax which she would be billed for on 6/1/The only other kind of fee there would be is a $service fee that is applied for each month your Monthly Membership Fee or Annual Membership Fee is returned uncollectable, which it states in the agreement as wellWe have gone ahead and cancelled her membershipMrs [redacted] agreed to all the terms, conditions, and policies stated in the agreement by signing the agreementIf you have any further questions please feel free to call meThank you, [redacted] ***###-###-####

We have cancelled [redacted] 's (member number: [redacted] ) membership with Planet FitnessWe do not call members for balances or new card informationThe membership is in good standing and successfully cancelledWe do not report anything to credit Bureaus

March 10, 2017To whom it may concern,This letter is in response to complaint ID # [redacted] Member refers to the customer who wrote the complaint, and Member refers to the customer's girlfriend (each has his/her own membership with Planet Fitness)It is important to note several discrepanciesThe "Purchase Date" of 6/3/2015, the "Problem Occurred" date of 7/1/2015, and the "Talked to Company" date of 2/1/are inaccurate, as our facility did not open its doors for use until 3/16/2016.As of today, Member has an overdue balance of $and Member has an overdue balance of $Member and Member personally established their memberships online at Planet Fitness.com on 3/14/and signed their membership agreements to confirm that they read the contract in its entirety and agreed to all of its termsAs detailed in the agreement, their signatures authorize Planet Fitness to bill the monthly membership fee of $19.99plus applicable taxes on or around the 17" of each month, the annual fee of $on or around June 1" and a $service fee for each uncollected payment "until you cancel in accordance with the terms of this agreement," and will continue to be billed on a month-to-month basis "until you cancel in accordance with the terms of this agreement." Any draft attempts for collection of the monthly and annual fees from the primary payment accounts on file have been unsuccessful due to insufficient funds, which explains why the overdue balance has grown to this amount.Member is claiming that the memberships were "supposed to be cancelled," however, neither of the memberships were canceled "in accordance with the terms of this agreement." There are two ways to cancel a membership, either in person at the club or by sending written notification via certified mail to the club addressAll overdue club account balances must be paid in their entirety to cancel a membershipBecause the overdue club account balances are left unpaid, the memberships are unable to be canceled, and the memberships continue to be billed until cancellation "in accordance with the terms of this agreement" is able to be met.Member is claiming that he "shouldn't have to pay for something that I didn't use after the first month." As stated in Section of the membership agreement, "your membership permits you to use Planet Fitness' premises, facilities, equipment and services and your dues are in exchange for Such access whether you use the facilities or not." Regardless of use, the members are still responsible for the monthly, annual, and service fees associated with their memberships "until all of my obligations are paid under this agreement."In summary, all overdue balances must be paid in order to cancel the membershipsEnclosed you will find a copy of both membership agreements with specific quotations highlighted for further referencePlease feel free to contact us with any questions or concerns.Sincerely,Holly HPlanet Fitness Nazareth Management

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 provided they issue the refund as stated on previous message, I have made the trip to the GYM I signed up and canceled the membership in person, I have attached the copy of the receipt showing cancelationi am hoping the can honor the refund I requested Regards, [redacted]