Planet Fitness

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

Complaint: [redacted] I am rejecting this response because: Planet Fitness still has not fixed their clerical and billing mistakesI await this so I can pay the correct amountTheir argument is proven invalid in the attached document Sincerely, [redacted]

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]

Thank you for your time in reviewing this matterI have reviewed the information in Ms [redacted] complaint Planet Fitness does not take any complaint lightly I have communicated with the staff at the Milwaukee-Southgate, WI location in order to better understand the situation We understand Ms [redacted] frustration, and in order to compromise her membership has been refunded the annual fee of $ Her payment for the month of June will not be refunded because we received the cancellation after the 10th of the monthI have attached a copy of the cancellation as well as our agreement which states our cancellation policyShe will receive a check in the mail at the address listed on the original complaintI hope that this resolves the situation and that Ms [redacted] is satisfied Have a great day! [redacted] Planet Fitness

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

Thank you for informing us about this memberWe apologize for any confusion from the members agreement, however when [redacted] came into the facility on the evening of May 24th she stated her husband’s account needed to be canceledWe started the cancelation process and was preparing the document when she asked if he would be able to continue working outWe informed her that unfortunately the cancelation would be effective immediately and he would not be able to continue working outWe informed her that to get the full month they would need to cancel by the 10th as stated in the agreement members sign when they join Planet Fitness [redacted] then stated that we would not cancel the membership until she spoke with her husband and then she walked out of the facilityWhen [redacted] came in and it still showed as canceled it was because the system hadn’t updated the correction from [redacted] and the manager from the night beforeThe manager on duty had informed him he was still active and could work out and to cancel by the 10th per the agreement When [redacted] called on June 20th and not on June 10th as notified [redacted] wanted to know why she was charged and not canceled? We did not hear from [redacted] or her husband by the 10th as we informed them and did not receive any further instructions about their accounts We did inform her that would cancel him right away and there would be no future charges to the account [redacted] became irritated and started using profanity towards the manager After repeated attempts to keep the call professional we were forced to terminate the call due because we do not condone nor tolerate verbal harassmentBoth Mrand [redacted] memberships have been canceled and no more payments will be processedWe are saddened to hear of this members displeasure as we were only following the instructions given by the member

Sent: Wednesday, June 08, 11:AMSubject: Case [redacted] To Whom It May Concern: Ms [redacted] has a signed membership document on file at our Cypress locationIn addition to the signed document, there is a picture on file (taken when members come in for the first time) and check ins at the Cypress location [redacted] does not offer a "guest pass" that allows non members to try the gym out for a certain period of timeWe do not report to collection agencies for any balances that are owedIf Ms [redacted] has been sent to collections, it was not done by any [redacted] representativeAlso, we do not send harassing text messages or phone calls to members about their membershipsHowever, we do inform members that there is a balance on their account and that we will diligently work with them to get it resolved, and even waive some of the owed chargesWe would be more than happy to discuss this with Ms [redacted] if she would like to look into this furtherThank You, Naomi [redacted] Member Services Coordinator [redacted] Houston

Mrs [redacted] came in to the facility asking specifically for the $a month with no commitment As per our usual business practice, she was informed that we are not currently running that offer, but we would sit down and go over the offers we do have Our employee then sat down with Mr and Mrs [redacted] and proceeded to go over the rates Before they all sat down, Mrs [redacted] stated that she had to go out to her car and would be back in a few minutes While she was gone, the employee went over in detail the offers we have, included the different startup fees, annual fees, and early cancellation feesBeing that the $no commitment was not available at that time, Mr [redacted] then decided on the $a month program, which requires a $startup fee at sign up, a $annual fee on August 1, and a month commitment (he would have to pay $to cancel it in the first months) The employee then took Mr [redacted] back up to the front desk to get him signed up At this point Mrs [redacted] was still outside Once Mr [redacted] was done, we waiting for Mrs [redacted] to come back in This is when she realized that Mr [redacted] had signed up for a membership with a commitment, and she became very upset, accusing the staff member of trying to hustle and rob them This is when the manager on duty, stepped in and did explain to Mrs [redacted] that we did go over in detail with Mr [redacted] the fees and terms of the agreement before he signed up, and that this was the one that he wanted We also showed her on the actual website, where it states that “commitments and fees vary by location” and to “visit the home page of the club you are interested in to see their current offers” At that point Mrs [redacted] began yelling and cursing at the staff, and became extremely disruptive, causing a scene The manager on duty asked her twice to please lower her voice and not to curse at the staff members, which Mrs [redacted] did not At that point she was asked to leave the facility Mr [redacted] ’s agreement was immediately cancelled, and his money was refunded Mrs [redacted] was made aware on Friday 6/2/that this was done

Complaint: [redacted] I am rejecting this response because: No good reason was given for cancelling my membershipIf I am treated rudely by your employee, I have absolutely no obligation to treat her any better.Sincerely, [redacted]

[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 Regards, [redacted]

I spoke with the company and they stated that the consumer came into the facility the first time and the employee offered the consumer a tourThe consumer got upset and left the facilityThe second time the consumer came back in for a membership, a different employee offered a tour and the consumer got upset again and left the facilityThe third time the consumer came in for a membership, the offered the consumer wanted was expiredThe manager apologized but that offer was expiredThe consumer got upset and angry and the manager had to tell the consumer to leave and not come because the employees were scared because of the previous times the consumer came in for membershipThe consumer has been denied membership from the owner and the corporate office

[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. Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted] ***

Dear Revdex.com, I am writing in response to Mr [redacted] complaint filed on Tuesday, October 13,According to our documents he visited our facility on Monday, October 12, 2015, intending to cancel his membership with Planet Fitness YakimaAs stated within the terms of our membership agreement, the club required notice of any changes, including cancellation, to the account by the 10th of the month to stop payment of your monthly duesIn order to cancel the billing of the annual fee, billed on October 1st, the club required written notice and cancellation of your membership on or before the 25th of the previous monthOur agreement does state that term agreements shall not exceed months, and with his term expired he was not charged the $"buy out" feeAlso stated within the agreement, his account would be billed for a minimum of months, and would continue to be billed at the monthly rate until he cancelled in accordance with the agreement I hope this helps clear up any confusion there may have been regarding the terms to our agreementWe value all of our members here at Planet Fitness, so please feel free to contact me with any further questions or concerns you may haveThank you,

This business place is trying to cheat meThey continue charging my credit card even after I told them to cancel my accountThe contact time was over but still they are charging into my accountI cancel my account because they were pushing me to give them my bank account number instead of credit card otherwise they want to charge $extra on my credit cardI refuse to do so and told them to cancel my account, they said okay but I found they are continue charging my credit cardI call them back and asked them why they are continue charging my credit card they said they could not find any cancelation request in my accountI want them not to charge my card any further and cancel my account from April 23rd the day I told them to cancel

I went to sign up for the advertised $10 per month membership. At the end of the sign-up process, I was informed that there would be an additional sign-up fee of almost $40 (39.??) and an annual fee for the same amount. This was not stated on their website where it discusses and compares memberships. I double checked after I refused to sign-up for the falsely advertised membership.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12656024, and find that this resolution is satisfactory to me

Company responded by phone [redacted] Cancellations are not done over the phoneCancellations are not done through corporate There is no month membership The company did get a new computer system that does not allow expired cards to be run Calls are being made to update customer records The consumer is a active member of the gymThere is a balance dueThe company is willing to waive fees if consumer seeks to cancel membership

Complaint ID #: [redacted] Dear Ms***, We make every effort to be transparent with our customers around our membership rates and cancellation policies Our employees make it a point to circle and/or highlight the methods of cancellation 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 Connecticut Management