Planet Fitness

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

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]

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]

[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] ***

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]

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,

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.

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

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

Good afternoon ***, I am contacting you in regards to a complaint I had with a member of mineI spoke with the member who provided the complaint [redacted] Dand came to a resolutionI discussed with him our rules on the situation, and why we asked him to stop in a more detailed explanation Thanks,

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me

From: mark.c [redacted] l Date: Wed, Jan 11, at 3:PMSubject: Re: ID [redacted] To: [redacted] @cleveland.Revdex.com.org> Hi ***, we are going to do a $for a year membership for [redacted] She is happy with that and will be in this weekend to join

Hello, Thanks for the informationThe order ( [redacted] ) was received on The UPS tracking number is [redacted] We later received the confirmation from [redacted] stating, “We get UPS packages delivered there without any problemsThank you.” Per our return/ exchange policy, our customers can issue requests for a return or exchange within daysNo questions askedHowever the package must be returned back to us in original condition, with original packaging and tags attachedWe cover all costs if there is any mistake done by us during productionIf not, the customers cover the shipping and re-listing feesWe have been working hard trying to resolve this issue with [redacted] but so far couldn’t locate the package with the information provided For more information regarding our return policy, please visit [redacted] We can be reached via email at [redacted] All questions will be responded within hours Thanks, [redacted] Customer Service Team

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