Planet Fitness

As per Planet Fitness Policy, the member signed and agreed to the terms that come with their individual Black Club Membership (see attached), these terms have been underlined and highlighted to note key points of this agreementOn or around the 17th of each month, Planet Fitness will deduct $for her monthly membership dues, and there will also be an annual fee of $billed each year on or around the first of JuneThe member signed up for the Black Card Membership on January 15, This membership is a month minimum term, if the member wishes to cancel within their first months a $buyout fee is required with the cancellationPer the terms highlighted on the agreement, in order to cancel the monthly membership and stop the billing of the monthly membership on the 17th of each month, the club requires written notification by the 10th of the month delivered to the club in person or via certified mailWhen a letter is certified, the member will receive notification from the post office upon delivery to the clubAlso, as stated above and on the attached agreement, there is a buyout fee of $required with the cancellation notice if wished to be completed during the first months of the join dateThe member’s month commitment date has ended on January 15, 2015; therefore, no buyout fee of $is requiredWithout proper cancellation procedures followed by the member, the membership will remain activeA $service fee will also be applied for each month the Monthly Membership Fee or Annual Membership Fee is returned uncollectable for reasons including, but not limited to, non-sufficient funds, expired credit cards, cancelled credit cards, overdrafts and closed accounts.We have gone ahead and cancelled the membership as a courtesy to the memberThere will be no refunds givenWe keep detailed records of all cancellationsWe also provide a carbon copy to the member as wellIn this case, we do not show record of the cancellation formTherefore, we cannot process a refund requestThe member’s agreement is attached as wellIf the member has any questions, they can contact the gym at 765-642-Thank You, Planet Fitness Anderson- Indiana

I contacted this member multiple times to explain to her that the transfer never took place and that the account is not synced which means that she has never been billedI have left her messages asking her to provide me with bank statements if she is in fact being billed so I can figure out what her account is attached toShe has never returned my phone calls or provided any informationHer agreement is under [redacted] I just spoke with the billing company, ABC Financial, and asked that they track down her information by name and they discovered that when the member attempted to transfer the account her basic information was sent over, but the membership transfer was never completed so that old membership along with the billing stayed active without us being able to view it in our systemI am providing documentation from the billing company to show that this is factThe billing company was able to sync everything in the system so that we are now able to view the account and stop the billing as well as work on a refund for the memberI just left another voicemail for the member, which is my third in a week, and explained what I was able to find out and let her know that we will be stopping the billing and would be happy to discuss a refund for herHopefully she will call me back this timeBottom line here is that this was an error that was done by a third party and nothing we could controlThis was also something we could not correct because we were unable to see what was going onWe will gladly work with the member to resolve this issue at this point

I have reviewed the complaint from Ms [redacted] regarding her gym membership with Planet Fitness.Our records indicate that Ms [redacted] purchased her membership on February 11th, On this day she paid a $enrollment fee and a pro-rated amount of $totaling $As noted in the membership agreement that Ms [redacted] signed on the date of purchase her first payment date was set to process on February 17th, totaling $19.99.Ms [redacted] 's membership was then cancelled on February 22nd, We show Ms [redacted] was not charged anything that she shouldn't have beenWhen clients purchased memberships after the 10th of the month you are agreeing to be responsible for the payment on the 7th of the month since it is past the deadline to cancelIf Ms [redacted] 's account was charged on the February 14th, for something other than what was suppose to be charged, a bank statement would need to be provided reflecting an additional charge from Planet Fitness.It is our hope that this information is helpful to Ms [redacted] Loyal customers are the key to any company's success so it is my hope that Ms [redacted] will continue to utilize our servicesI have appropriately notes Ms [redacted] 's concerns and have forwarded them to the proper management team to ensure they are addressed

Hello, I am writing with a response to complaint # [redacted] This person joined our club on 8.21.2015The conditions of his agreement specifically state that if the member wants to cancel, they need to do it in the club with a signature or send us a letter with a signature certified mail and we are to have the cancellation no later than the 10th of the month to stop monthly billing on the 17th and if it is for an annual fee which is billed on October for this person (which this was) it has to be in person or by certified mail no later than September This member came in and cancelled on October 4th and filled out a refund request formAt this point, we have already billed him days priorOur agreements state that we have up to days to consider a refund and return money to the member if approvedI am not sure why there is a complaint, this person was very nice and agreeable to me on the phone when he called to check on the status of the refundAt any rate, his annual fee money of $was considered and returned to him alreadyThere was no way I could have gotten it back to him any sooner

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