Planet Fitness

*** *** sent a letter dated October 1st to our *** locationManagement at our *** location then reached out to *** *** and told her she was still under an agreementShe was very upset and hung upOur manager reached out to her again and left her a messageOn
11/8/she sent another letter, our manager called her yet again at which time *** *** stated she was in an accident and was out due to a medical issue (this was the first time the accident was mentioned)Our manager told her to either email him the doctors notes, bring them in to our facility, or send them in via mailAfter that conversation our manager never received any documentation nor or any further communicationOur manager disagrees with the complaint of ignoring this member, he has kept strong communication with *** *** and had a resolution in place for her

Good morning ***,We have carefully reviewed all of our records and we do feel a refund of $is due to *** ***.We do not agree with her original request for $164. I believe our Manager at our Planet Fitness in Dewitt reached out to *** We apologize that*** did not
have a positive and pleasant experience. It is always our intention for membersto enjoy visiting Planet Fitness. We wish *** the best with regards to her current healthissues. A check will be issued to *** immediately and mailed to her *** *** *** *** addressin ***, ** ***. Kind regards,Diane

DO NOT GET A MEMBERSHIP!!
I had a member ship for a yr and a half and only went maybe three timesI lost my home my job and my car due to company closingsThey don't care no matter how much proof you presentI continued to pay despite the lack of integrity this company holds
I have been trying to cancel for a yr and they keep asking for more and more moneyThey bounced my account again today!! They are lynchmen, bulliesThievesZero compassion zero customer serviceI have paid and paid and paid and they can pull up my account and see I never used thier product but still somehow can justify the charges
I am so emotionally stressed from thisHow can a company have so little respect or concern for its customers?? It's disgustingI thought when I got out of High school the bullies would stop beating me abusing me and stealing from me but no it rolls into corporations like Planet Fitness

Case #*** Dear Ms***, We make every effort to be transparent with our customers around our membership rates and cancelation policies. Our employees make it a point to circle and/or highlight the methods of cancelation 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. Per 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 Ms*** was still an active member and the only paperwork we have on file is her agreement when she signed up on 11/05/There are also two notes on her account, one on 1/6/and another on 1/13/Both notes state she is coming down to cancelOn the 1/13/note, it states she was coming down to pay that coming Friday, our records do not show that came in to pay off her balance or cancel her membershipAs a courtesy to Ms***, we have cancelled her membershipWe have emailed a copy of her cancellation form to the e-mail address listed on the Revdex.com complaint Sincerely, Planet Fitness Connecticut Management

I have reviewed the information in Mr
*** complaint. Planet Fitness does not take any complaint lightly I have communicated with the staff at the Madison (Mineral Point), WI location in order to better understand the situation Additionally, I also took the opportunity to reach out to Mr*** directly
As Mr*** requested, his membership has been cancelled and his account has been waived of all balances
After my phone conversation with Mr ***, we both feel that this resolves the situation Unless I hear different, I will consider this case closed
Have a great day!
*** ***
Planet Fitness

Initial Business Response /* (1000, 5, 2017/12/04) */
Thank you for forwarding this as we take any complaint very seriously and would like to apologize to the member for any confusionWe have completed our investigation of the members complaint and offer the following response
The member
joined on November 3, As you will see from the attached membership agreement we had the member sign in agreement on all points including the first billing dateThis first billing date is clearly outlined in the first sentence which was 11-17-
The zero down was for the enrollment fee, which usually range between $10-$
We have been in business since and have found the best approach in these situations is to honor the letter of the agreement and as such we must deny her request for a refund
Initial Consumer Rebuttal /* (3000, 7, 2017/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes I did sign the contract and knew the bill came out at th 17thAnd the young lady said by the 17th of December is when your first payment would be dueThere was no confusion on my behalfIts simply what your employee told meAnd she obvisiouly was in the wrongI was a member before and never had any issues like this

Mr***,
If you scroll down on the contract that you signed and agreed to, located on section Cancellation rights, it states, "THE WRITTEN NOTICE MUST BE MAILED BY CERTIFIED MAIL TO THE FOLLOWING ADDRESSes: (List of our locations)" Your membership will remain active and continue to draft until it is cancelled per the membership agreement Also, I would like to note that the email address that you sent your "request" to is not a valid email address and is no longer in use A certified letter ensures that both parties receive a copy or receipt of the cancellation request and a cancellation done in person does the same, because the member receives a carbon copy of the cancellation form signed in the locationRegards,
*** ***- CEO/COO

The membership was cancelled as of February 16th,

Hello, Complaint ID #*** in regards to member *** *** had transferred home locations and seemed to be confused on which was his current billing locationDue to his inconvenience, we have decided to refund the charges from June 1st, to December totaling $
We will be in contact with *** *** regarding the status of the refundOur refund process will typically take to weeks to be received. Thank you, --*** ***Operations ManagerPlanet Fitness

Initial Business Response /* (1000, 5, 2015/06/11) */
Manager reached out to managerResolved
Hello ***,
Thank you for getting back to meIt is the affinity plus accountI had used it with my previous membership so I was surprised to see this going onIf you could credit one month of
membership that would be greatThank you for getting back to me
-***
Initial Consumer Rebuttal /* (2000, 7, 2015/06/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Having trouble getting memebership cancelled and a refund for overpayment
I started a year membership in April of for per monthThe first payment came out April 18th, After a year was up I let them know I was cancelling my membership since I was moving and with work didn't use the gym anymoreI noticed after about months in August of that I was still being charged per monthI called and they said they would fix it and I wouldn't be charged anymore so I was fine with thatI then saw months later I was still being charged so I went by the gym and questioned themThey said they didn't have an active account for me and couldnt find my file so they said I shouldn't be getting chargedWell here it was going on December and I talked to corporate and they said their was nothing they could do since it was a franchise locationI talked to the manager on the phone and somehow they found my file this time but told me to come back up their and fill ou

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

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

Today I received another letter regarding complain *** that the member *** *** did not feel that the problem was remediedI have sent him an email to let him know that I have issued a refund to him for the $annual fee that he was charged on Oct The terms of his agreement state that he would have to cancel by Sept so that the annual fee was not submitted but he didn't cancel until after the fee was actually billedTherefor we had to wait until all annual fees from all members cleared the bank before issuing any refundsMr *** was approved for the refund and it is being processed at this timeThat $will go back into the account that it came from within 7-days. Thank you, *** -- *** ***Club Manager | Planet Fitness (p): *** *** *** * *** ** ***

*** ***’s member was cancelled today with a refund of the last months per membership agreement, plus an addition month for her troubles. We have not received any cancelation letters from member nor has the member came into the facility to cancel to the best of our records. Ms
*** has never attempted to contact me at the facility as I have been the General Manager since we have opened in and this is the first I have heard of any issues regarding her membership. In addition Ms*** has used her membership during the time she feels a refund is dueChehistory as follows: 01/23/11:AM 09/25/01:AM 09/10/10:PM 09/02/09:AM 08/15/04:AM 07/15/12:AM NO CHECK IN IN DAYS 02/27/10:AM Tanning IMPORTGROUP IMPORTGROUP 02/27/05:AM 01/18/04:AM 01/12/05:AM 09/20/07:PM Massage Chairs IMPORTGROUP IMPORTGROUP 09/20/03:PM 07/16/09:PM 07/15/09:AM Hydro Massage IMPORTGROUP IMPORTGROUP 07/14/09:PM 05/08/10:PM Tanning IMPORTGROUP IMPORTGROUP 05/08/09:PM 05/08/08:PM 05/07/08:PM 05/06/08:PM Including a check in for January of this year from a club outside of our franchise clubsThe monthly dues for her membership equal $per month= a refund of $64.23. Our billing processor asks to allow 5-business days for the refund to go back into the checking account on fileI have attempted to contact Ms*** this morning with no successI will try to reach her once again to inform her of the refund equaling $in three separate transactionsWe are always more than willing to help our members with any and all issues regarding our clubs or memberships. If Ms*** is able to produce emails of cancelations I would be able to further assist

From: Revdex.com of Metro Washington DC">Date: Fri, Mar 13, at 9:AMSubject: Fwd: Revdex.com - ID # *** - *** ** *** ClaimTo: *** *** ---------- Forwarded message ----------From: Donald T*** Date: Thu, Mar 12, at 12:PMSubject: Revdex.com - ID # *** - *** ** *** ClaimTo: [email protected] *** ***,Thanks for your notice received on March 10th from your office regarding the claims made by *** ** *** about the status of her Planet Fitness account, and that of her husband, *** ***.Unfortunately, the information provided to you is inaccurateThe combined accounts for *** and *** have a Balance Due of $239.92, which has accumulated over months of non-payments on their part, including their Annual Renewal Fee in October 2014.We have made several documented phone calls to them along the way, however, we have not had the courtesy of a response from them on their account payments.No registered letter was received from them for cancellation of their accounts, and that is a requirement specified in their Club Membership Agreement. Please note that there are very easy ways for any of our Club Members to cancel their accountWe handle these with no-hassle every week of the year with people moving, changing jobs, or simply wishing to cancel because they don't have the time to use it as much as they thought they would when they signed up.Either the Club Member personally comes into the Club and notifies us of their request to cancel, and we take care of that quickly right on the spot, as we have no long-term contracts or agreements......it's basically month-to-month, or they send us a registered letter for that cancellation purpose.If a Club Member has a balance due from the past months, they are required to make that past due payment in full at the time of cancellation, and then no further charges will be accumulated, and they have no further obligations.We have Customers who decide that they want to cancel, for whatever personal reasons they may have, and that's part of the unique flexibility provided by over Planet Fitness Clubs across the USA.However, when they know that they still have monthly obligations that have not been paid, they sometimes come up with creative approaches to not fulfilling their legal responsibility for payments. Sometimes, this includes going to the Revdex.com, and filing a complaint, and then we have to respond, as we are doing in this case as well.We will agree to dramatically reduce their outstanding obligations down to $per person, for a total settlement of $58.00 on their account this month, March Then they are still free to use any of the Planet Fitness Clubs that we have in PA and NJ during this month, and even all of April as part of that settlement offer(Ephrata, Altoona, Coumbia & Millersville, PA and Millville - NJ).They can contact us directly at anytime for the handling of this final transaction and their termination of their Planet Fitness Club Membership as of April 30, 2015.Sincerely,Don *T***, Asstto the President & CEOEphrata, Altoona, Columbia, & Millersville Planet Fitness Clubs - PA
Millville - Planet Fitness, LLC - NJCell ####-###-####

I joined Planet Fitness on 4/25/ The rep had issues entering my info & finally did it on my cell phone I was informed there would be a yearly fee in June & not noticing it in the email, I thought it would be mid to later June when I'd be charged There were only a couple of things I used there & I was planning to cancel I've been doing physical therapy at KORT which my insurance is covering, and I didn't really think my Planet Fitness membership was going to benefit me Workers were generally behind the counter or cleaning & didn't help with machines I tried to leg presses, because I wanted to work on lower body, but both leg presses hurt my knees The cleaners that you're required to wipe the machines down with bothered me too I have allergies & asthma & am sensitive to many cleaners I was planning to just finish out May, mainly just to bring my daughter I basically killed time while she exercised as my guest with the Black Card membership

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Planet Fitness advertises unlimited guest privileges on both the website and in print material The attached Black Card membership privilige sheet is not the one I was given, nor was it discussed at time of purchase Planet fitness needs to remove the word "unlimited" in its placement preceding "guest" and "tanning" It is deceptive to make this claim and then limit terms with fine print
Regards,
*** ***

Good morning We have spoken with our former member, *** *** this past week. We apologized for all of the times that she had to reach back to our clubs and explained that our club employees where only following what her signed agreements
states. In reviewing all the facts of ***'s email, we will be issuing a refund out the buyout fee, in the amount of $62.16. A check is being sent to ***'s address and should arrive in days.Thank you

I want to start by apologizing for any confusion and inconvenience regarding this balance on your account as reading and understanding the payment history and records through the app or online can be confusingWhat you are looking at in those attachments from the app is your "club account"How this works is that when they is a payment that goes unpaid the system adds that amount to the "club account" where it can then be paid in person, online or by the appThe way the system works is that when a past due balance is add by the system to the "club account" a ticket is created and time/date stampedAs you can see in the document I have attached they are various columns that give more detail to that amount, the items column will show what the past due is for if its a ticket created by the system (annual, late fee or monthly dues) or it will show club account payment if its a payment made by the member via one of the ways I mentioned above. As you can see in the document attached on 10/12/the system posted into the "club account" the past due amount of $for the annual fee from 10/1/You can see this is not a payment from the member but a ticket created by the system because it does not say club account payment under the items column as well as the area under the amount applied remains blank since no payment was made.You can then see on the next line their is a transaction on 11/21/that was a payment of by the memberThis is evident as under the items column it shows "club account payment" as well as has the amount of the $under the amount applied column and under the payment types column it shows it was paid with a visaSince you can not pay monthly payments ahead of time at Planet Fitness that $was applied to the $past due from the annual fee on 10/1/reducing the outstanding balance to $( the difference of $owed and the $paid). On the lines after that you can see a monthly payment for 12/17/did not go through and was added to the "club account" on 1/12/Then a late fee was added for that 12/17/past due payment on 1/2/and since it went unpaid it was added to the "club account" on 1/12/Lastly you see the monthly payment for 4/17/did not go through and was added to the "club account" on 4/27/bringing the total balance to $73.89. As this document shows the only amount actually paid by the member was the $on 11/21/and the rest are not receipt of payment but posting dates from the system adding that balance to the "club account" Again I apologize as I understand this can be difficult to understand if you are not familiar with the system, that's why I always encourage the member to come in and we can go through this in person to make sure there is no miscommunicationWe also encourage the member to bring in their bank statements as they will clearly show what payment were made and which were not, we do understand these are personal and some may not want to which we respect that is why we only encourage it as it makes the process smoother if they wish to do so Finally as for the membership still being billed after the month termThe way our memberships work is the month term means that if a member that is under a month term chooses to cancel their membership before those months are up they have to pay a $buyout fee to process the cancellationAfter the months are up the membership does continue to bill on a month to month basis until the member cancels the membership in accordance with our membership agreement, but they will not have to pay the $buyout fee as their are out of the month commitmentI have attached a copy of this members signed membership agreement that outlines these details of the month term as well as the cancellation policy. Again I hope that this clarified things better, and if you still do want to cancel your membership out as per our membership agreement you would just need to go in person to the club you signed up at and fill out a cancellation form or send it a letter to that location stating that you would like your membership cancelled.Thank you,PF Management