Planet Fitness

I spoke with [redacted] and her husband on They stated that her husband was a member of a club in Michigan and that they used his membership at our club, which is within their member rightsWhen asked to verify the husband's membership at this Michigan club they were unable to do so claiming that the club he belonged closedPlanet Fitness has never closed a single club in it's history so this was perplexingWe informed the couple that they would have to sign up for a new membership at our club, which [redacted] didOn the evening on there was a theft that occurred in the ladies locker roomAt the time of the event there were only four members signed into the club, the victim and her friend and [redacted] and her husbandA few days later, the victim saw [redacted] and her husband in the club and called the police to report that she felt that the accused was on the premisesThe police came and spoke with [redacted] and her husband, staff was informed that the Springfield Police Department was familiar with the couple and that they have had to work with them in the pastAs in accordance with Planet Fitness policy, any members suspected of breaking policies, including committing a crime, in the club will have their membership cancelled immediately We did refund [redacted] all dues that she had paid for account at our club, not because we had toWe did this in good faith to [redacted] in an effort to calm her temper and to extend an act of kindness to her and her husbandIf there is any additional information that we at Planet Fitness can provide to her justify our decision please do not hesitate to submit a request and we will provide any documentation in our possession

This response was totally incorrect I did not want to remove my wifeI wanted add my name to the account I have no need for the VIP treatmentI just didn’t want to have to cancel my wife’s account and have to repay the sign on fee all over again just to add my name on her account witch was originally was in my name [redacted] to moving to this branch It seams that plant fitness should have the same rules across their franchiseNot different rules at different locations due to their AOR The point of this complaint was to point out the inconsistency of their policy, it should be the same policy across the whole franchise and not to pick and choose Also after I canceled my membership in writing at that location after having my original membership transferred, they charged me another $even after I was all paid up for that month All in all an inconsistent policy among locations is bad customer service Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Mrs [redacted] called our Bullhead City location about four months ago requesting to cancel over the phoneOur manager informed her that she would need to come to the gym or send in a certified letter, she said thank you and that was the end of the conversationMrs [redacted] called back at subsequent date and again asked if she can cancel over the phoneOur manager once again told her she would need to come into the club or send a certified letterMrs [redacted] was not happy with this responseOur manager offered to transfer her membership to a club closer to her home so she could visit that club in person to cancel however Mrs [redacted] was not happy with those solutions We make every effort to be transparent with our customers around our membership rates and cancelation policies Our employees review in detail the methods of cancelation as written in our membership agreements before the prospect joins our facilityWe 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 reviewedMrs [redacted] was emailed a copy of her contract after joining to the email listed on her contract (attached) As a courtesy we have cancelled Mrs [redacted] ’s membership Thank you, Planet Fitness Arizona Management

We have reviewed the information in your complaint Planet Fitness does not take any complaint lightly We have agreed to your desired settlement Per your request, your account has been cancelled and your last payment will be refunded to you Please reach out to your home club location to confirm your address Once confirmed, you will receive a check in the mail within two (2) weeks.We hope that this resolves your complaint, and that you have a great afternoon!Sincerely, [redacted] Director of Operations - Planet Fitness

July 5th Dear Sir/Madam: The complaint we received was in regards to a cancellation that was never completed for one of our members, [redacted] ***Ms [redacted] was contacted by The Regional manager on July 5th regarding the cancelation and its policyWhen the member would have cancelled her account via certified mail she would have also received a receipt of the certification to verify said cancelationMs [redacted] has yet to respond regarding whether or not she can provide a receipt of the certificationAt this point she was notified her account would be refunded if the correct documentation from the cancelation is providedIf you require any additional information, please give us a call at ( [redacted] Thank you! Sincerely, [redacted] Planet Fitness Chicago Regional Manager / [redacted] Style Definitions */

Thank you for your time in reviewing this matter We have reviewed the information in Mr [redacted] complaint Planet Fitness does not take any complaint lightly We have communicated with the staff at the West Green Bay location in order to better understand the situation We have attached the agreement and cancellation of the member in question As the agreement states, there was an initial start up cost of $on the 31st of January Beginning on February 17th the account was to be billed $per month In June there was an annual fee of $billed on the 1st of the month and the monthly dues billed on the 17th As the agreement also states, any cancellations must be made on or before the 10th of the month in order to avoid being billed that same month This explains the bill of monthly dues in June If Mr [redacted] can produce a bank statement that shows his account was double billed and/or billed in July and August we will gladly refund him any money owed We apologize for any and all inconvenience that this may have caused, but are confident that any problems will be resolvedShould you need any further information, please let me know [redacted] Operations Manager - Planet Fitness

From: [redacted] Sent: Thursday, June 23, 8:AMTo: [redacted] Cc: [redacted] Subject: Complaint # [redacted] I tried responding on the website but it would not allow me to submit our response Here is our responseWe are sorry for this experienceAttached is a copy of [redacted] signed agreement and a/r historyThe agreement states that we bill $on or around the 17th of each monthThere is an annual fee of $billed on or around June We did not find any hidden charges applied to the accountAt this time, we will not cancel Tether Sparks' membershipThe membership can be cancelled by terms in agreementTo cancel the membership, we ask for written notification to be provided to the club in person or by mail (preferably certified) by the 10th of the month

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:The response of Planet Fitness is not entirely correct.Planet Fitness' representation of the dates is not accurate I did indeed ask for my refund within three business days of signing the contract Their security footage would show me interacting with one of their employees to make this request The employee said that he could not process a refund, only the manager could, and that I needed to talk to the manager, Nate about this Since Nate was not there that day when I made the initial request, I spoke to Nate about the refund the next time I saw him at the Gym a few days later, still the week of January 3rd The security tapes will show this if in fact they have them.When I spoke to Nate, I did not request a Silver Sneakers membership I said I wanted to put my wife on a month to month membership for months, until May Then in May my wife would get a silver Sneakers membership since that is when she would first be eligible.Any email referred to by Planet Fitness on this matter is entirely internal to Planet Fitness No email was sent to me or my wife The date of January 18th they reference has nothing to do with when I requested the refund It may only be when Nate first communicated with his manager, I do not know.Nate did offer to cancel my wife's membership and extend mine for an additional months, but I explained to him that I would be eligible for a Silver Sneakers membership months after my own month membership finished, and extending mine by months was not an acceptable solution.I have been interacting with Nate regularly since the first week of January on this issue, and at no time did he indicate that I would not receive the refund He always seemed surprised when I told him that I had not yet got the refund check in the mail, and that he would contact his regional manager again to follow up on the matter.My last discussion with Nate was in mid April, and he told me that the owner would be visiting the facility on Wednesday, April 13th, and he would speak to him about it I told Nate that I have been more than patient, and that I would file a Revdex.com complaint the following week if I did not get the refund that was due me Regards, [redacted]

o Whom it May Concern: Please see the attached letter as our response to this complaintIf you have any further questions please feel free to let us knowSincerely, Jason ***To Whom it May ConcernThank you for taking the time to reach out to us regarding [redacted] ’s membership complaintWe take each members concerns seriously to make sure we have not made a mistake following the membership agreement.Mr [redacted] is correct that he joined our New Hartford location on 08/10/2015; he did so by using our online signup agreementOn 02/06/2016, Mr [redacted] using the online format transferred his membership to our Vestal, NY locationThis transfer is a free service and does not modify his agreement in any wayThe terms in question come at the end of his month commitment; which would be 08/17/The agreement clearly reads that any membership not properly cancelled after the month commitment will continue being billing on a month to month basisThis is the practice that was followed per the agreementWe did not renew his membership for another month, but simply followed the month to month billing procedureOn 10/10/Mr [redacted] brought his concerns to the general manager of our New Hartford locationThe general manager canceled his agreement and any future billingThat same cancellation was then double checked by our district manager as wellWe do not feel Mr [redacted] is eligible for a refund at this timeThere is no evidence that Planet Fitness broke the contract or wrongly changed Mr [redacted] Thank you for your time Sincerely, Jason *** Director of Equipment Excellence Planet Fitness Corporate Offices

We wanted to respond to say we have already responded to this member before we received the complaint from the bureauMr [redacted] reached out to the regional manager at the Downtown Milwaukee Planet FitnessThe regional manager has since refunded him the requested amount of $and has also cancelled his membershipThe member should see the refund to his account within 7-business daysIf there are further questions, comments, or concerns please feel free to let me know!Regards, [redacted] Planet FitnessOperations Manager(217) 836-

Ms [redacted] signed up online 3/6/at her home establishment (see documents attached) Ms [redacted] was charged the enrollment fee at that time (see attached)All members per the agreement are responsible for their personal billing informationOur responsibility to inform the members of duplicate accounts and past due balanceWhen Ms [redacted] came in to the facility 2/2/we informed her that she already had another account and the past due balance was Ms [redacted] she stated that this was all fraud and was not going to pay the balance from the terms and conditions she agreed too in the first membershipMs [redacted] became hostile and cursing, bad mouthing the employees, the company loudly at the front desk, disturbing other membersMs [redacted] was asked to leave the facility and she refused, then we called the policeWhen the police arrived, Ms [redacted] left the facilityAt this point in time Ms [redacted] would need to pay the that is outstanding and then we would be happy to reinstate her membership I have tried to upload all the documents but I keep getting a error? I am happy to provide up in a separate email? Please let me know how to proceed

Please see below for the members original surveyBelow the survey is the response to the survey per the regional manager of the locationAttached is the agreement signed by Brian LawlerHis signature shows the understanding of the date the annual fee would be charged, 1/1/for $Also attached is the cancellation form with the cancel datePer the signed membership agreement, the member is not due a refundThank you,-----Original Message-----From: " [redacted] >Sent: Wednesday, January 17, 10:16amTo: [redacted] >Subject: Milwaukee (East Capitol), WI - Member Services Transfer to Group [ ref:_00Dj01o97s._5000aaXmdc:ref ]Hello!The following Member Services case is being transferred to you:Case DetailsClub Name: Milwaukee (East Capitol), WIClub #: 0976Group #: G0026Case #:01341305Date/Time Opened:1/14/2018Member InformationMember Name:Cathy LawlerMember Email:[email protected] #:Member Phone:6024006030Case DescriptionSubject: CathyLawler-Refund inquiryCase Origin:MS WebformDescription: I am power of attorney for Brian LawlerHe was told by employee [redacted] when he joined at East Town in Madison, Will that he would not be charged a yearly feeSince then we have been charged twice within the first month and billed for the yearly membership after writing a letter on December 25th quitting [redacted] lied to him and we have been frauded.Escalated Description:Please contactKelli Perrymanwith any questions.Thank you,Kelli [email protected](603) 319-6707ref:_00Dj01o97s._5000aaXmdc:ref [redacted] ***Jan (days ago)tolove13,***, I received the survey that was submitted concerning Brian's membership I would like to apologize for any miscommunication that may have occurred when signing up for the membership When Brian first signed up he paid the start up and the first month prorate that took him from November 4th until his first bill date which was the 17th of November The prorate allows access to the gym for those days The annual membership fee is billed to all members on the 1st day of the 2nd month after they sign up Since he signed up in November that is why it was billed on January 1st I have also attached a copy of the agreement that was signed by BrianIf you have any other questions please let me know Thank You

I do not recall ever getting a message that she would waive everythingI also asked her if she would be there on a certain day/time and she responded that she doesn't work that day/time Below is a copied version of our emails, she goes from waiving everything to management said half and not being available when I had the chance to go in I do have the emails still if they are neededAs you can see the dates are all there.Sorry to get back to you so late! been super busyIf theresanyway you could come into the club and we can figure this out that would behelpful rather than keep going back and fourth on hereWe want to keep you asa memberIll waive all the fees and we can update your billing so we are allon the same track ? On Thu, Jul 16, at 4:PM, [redacted] < [redacted] @***.com> wrote:Give me some time to talk to my higher upI will get backto you tomorrow! On Thursday, July 16, 2015, [redacted] M wrote:I believe that is the issueThe I don't feel that since I have beencharged plus twice on mycredit card I should have to pay the $I was told I was not a member months ago and then my card was suddenlycharged all that money On Thu, Jul 16, 2015at 9:AM, [redacted] < [redacted] @***.com> wrote:Good morning, I was actually just informed by the Senior Manager that shespoke to your husband and for the balance we are willing to waive half of thefees and you would end up only paying $She also informed him that you aremore than welcome to use the facility and make payments on a weekly basisWewould love to continue to have you as a memberThank you? On Thu, Jul 16, at 8:AM, [redacted] < [redacted] @***.com> wrote:i will be here today til but I have a meeting for hoursfrom to and tomorrow from 9-On Wed, Jul 15, at 8:PM, [redacted] M wrote:Are u there after 5? Actually 5:by the time I get there On Jul 15, 8:29PM, " [redacted] " < [redacted] @***.com> wrote:Unfortunately I donot work weekends Sent from my iPhone On Jul 15, 2015, at8:PM, [redacted] M wrote: Will you be available on Saturday or Sunday? *** On Wed, Jul 15, at 8:AM, [redacted] < [redacted] @***.com> wrote:If you could come in in person I can waive everything, andupdate your billing if need beSorry for the inconvenience but because younever informally canceled and your credit card kept declining us I believe butim willing to fix this membership and make you an active memberIf theresanyway you could come in sometime this week and see me that would be great sowe can figure this out! Thank you! Regards, [redacted]

Hello, We make every effort to be transparent with our customers around our membership rates and cancelation policies Our employees review in detail the methods of cancelation as written in our membership agreements before the prospect joins our facility We also thoroughly explain 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 Per the membership agreement: Termination of Membership and Monthly Billing: You agree not to cancel your membership during the termAfter the completion of your term, you will continue as a member from month to month at the then current ratesAfter the initial term, you may cancel your membership on the following basis (Due to the Club’s monthly billing cycle, a minimum of thirty (30) days notice from your desired termination date is requiredYou must come to the club and sign a cancellation form or send a written certified letter to the club and surrender your membership card) Sincerely, Planet Fitness Connecticut 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.Good Morning, I hope all is wellI am emailing in regard to my complaint filed on 01/19/with Planet Fitness id# [redacted] I wanted to inform Revdex.com that my issue has been resolvedShortly after Revdex.com sent the complaint over to Planet Fitness, the assistant regional manager contacted me via email and phone to discuss the situationShe was able to resolve the billing matter that I had (she waived all fees and left the account with a $balance), and I am pleased with the solutionI wish to take no further action against Planet Fitness, and am very likely to do business with them in the futureThank you for your assistance, [redacted] **.###-###-#### [redacted]

Good afternoon, We have resolved this issue with our memberIn fact she has rejoined planet fitness has of December 20th We are happy to have her back.John

Hello, I have attached the member agreement to this email for your review The agreement states an annual membership fee will be billed to the member's account below on or around the 1st beginning on 02/for $and will continue to be billed on or around the anniversary of that date each year thereafter until you cancel in accordance with this agreement The member did not cancel in accordance with this agreement prior to the annual fee date The annual fee was deducted after 02/01/2017, not January 15th as the member stated The agreement also states that annual fee is fully earned when received and non-refundable Thank you, [redacted] Regional Manager|Burlington Fitness, Inc d/b/a Planet Fitness Vermont*** [redacted] [redacted]

stopped me to let me know I used my tenth visit and while this was not my current location for membership, I need to go online and transfer.

While working out, I downloaded PF app on my smartphone that would not let me transfer membership. While leaving, I told *** and she said, not the app, you use ***. So, tried in front of her and it didn't work so she said I needed to cancel with old location or request by certified mail. I was disgruntled and she gave me business card of her supervisor. When I called that number, *** answered and said supervisor is not in yet. I am a black card member and thought I could go to any PF, nationwide. Been a member since 2014.

I've been given the runaround on how to resolve my account issuesI only recently signed up for a gym membership back in August and was hit with an Annual Service Fee in OctoberThe account wasn't sufficiently funded for such, and I was hit with two service fees from the bank for not having enough to cover the expense, each fee for each time Planet Fitness attempted to do soI went to my original location where I signed up, and they told me they would attempt a 3rd time before stopping in a few daysSo I got the funds necessary to put in my account to handle the situationAt the end of the month, I came back and attempted to cancel my accountThey told me I could not because I still had a pending chargeSo, I consulted my financial advisor and they said hey would contact the General Manager of Planet fitnessThey were told there wasn't anything they could do at the facility, and the fees were incurred at a higher level cooperatelyWe attempted to consult corporate via their we

I have not had a planet fitness account in years, come to find out someone had my information and set me up for a account
I was billed the monthly fee in sept, I advised I didn't do this accountThey advised me to come in and to cancel the account I never set up so I did, then I get hit today with the annual fee
I called back and arguged with them and they still will not give me a refund
I talked to bank and because its my checking I would have to stop payment which is another
I am so upset I have no money and this isn't my account
I hve not been in there in years and they even confirmed I have not been in there so how can they take my money and not even offer my refund
They are doing shady business and I am not okay with this at all I need my money I work hard for