Planet Fitness

I want to cancel my membership but they require a letter but won't provide an address for the letter
I want to cancel my membershipWhen I submitted the request online, the automated response said to go to the gym in person (not possible as I have moved from SC to FL) or send them a letterBut, they don't provide a mailing address, so I can't send the letterI want their address so I can send the letter to cancel my membership

Initial Business Response /* (1000, 8, 2015/05/19) */
Case# ***
Ms*** signed up for our Black Card membership on September 8th, 2013, after the month commitment passes the membership continues on a month to month basis until properly cancelled in accordance to the membership
agreement via certified mail or in person at the members home club locationWhen Ms*** came into the facility to pay her balance and properly cancel there was not a manager on duty Saturday, April 18th, to help assist with the accumulating membership dues and service feesWhen I returned to work on Monday and tried to contact Ms***, unfortunately the phone number we have on file was no longer in service and I was unable to reach herSince Ms*** visit on April 18th, her membership has been courtesy cancelled and is no longer a member of Planet Fitness Roseville, MN
***
General Manager
Planet Fitness #***
Roseville, MN
***

Ms***, Sun Tan City has received and reviewed the complaint you submitted regarding your issue with Planet FitnessAfter reviewing your account, Planet Fitness has decided to refund you the desired amountPlease note that the refund processes can take 10-business daysWe hope that this
has resolved Ms***’s issues and hope she considers using Planet Fitness in the future*** *** E-Services Manager | Sun Tan City Catalog Drive Elizabethtown, KY M O: ###-###-#### | C: ###-###-#### | F: ###-###-####

Complaint: ***
I am rejecting this response because: the never gave us any if the his information as they stated we were told it would be a monthIt was not mentionedIt was sign here on the machine no one informed us that we would be charged that
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

I called previous member and left a voicemail for him today because there was no answerI stated that when your Planet Fitness membership goes into "Return for Collections," it only goes in planet Fitness Collections and not real Collections that will affect his creditI also stated that because
his account is in Return for Collections, it is inactive and his billing has stoppedIf he does not want to pay off his overdue balance he does not have to, but that will cause him to be unable to open up a membership at any Planet Fitness from this point on if he is going to leave a remaining balance on his accountI left him a call back number to reach out to me if he wanted to speak about it or if he has any questions, the number is the Orange Planet Fitness location number, 714-716-2100. Thank You

In reference to complaint ID ***
signed up with us for the black card membership, that membership has more perks than just our $monthly plan*** agreed to all the terms of the agreement at the time of sign upPlanet Fitness is a gym, we are not a tanning salon, yes we do have tanning beds at our facility which is one of the perks of the BCM membership but the main focus of our business is a gym, BCM members get access to the entire gym and the perks include, free guest privileges, free access to all of our locations nationwide, 1/off water and Gatorade cooler drinks, free use of hydro massage beds and massage chairs, free tanning and unlimited fitness training with a certified fitness instructorAs you can see the tanning end of this contract is a very minimum part of the membershipI understand *** is upset she can not utilize our tanning beds but she signed our contract which states in there you must be or older to use the tanning facilities*** can use everything else that is included on her membershipThe BCM membership is a month program which she was aware of at time of sign up, to cancel before her year is up a $buy out fee is requiredThat fee can not be waivedIf *** stays with us for the rest of her year contract than she may cancel free of charge, This was all stated and signed off on at the time of sign upIf you have any questions please don't hesitate to ask

Hi *** It was nice speaking with you todayPer both members contract that they signed, our monthly fees continue after the year agreement is fulfilled until they either come into our club to sign a cancellation form or send a certified letter stating they wish to cancel their membership
With that being said, I cancelled XXXXXXX XXXXXX membership as of today as a courtesyI also waived the fees for *** ***, but she will have to stop back into the club to rewrite her membership and cancel due to the fact that we cannot cancel a membership that is not in good standingI have waived those fees though, so she will need to stop into our facility with her billing information so I can rewrite the membership, then we can cancel it for herThere will be no refunds issued to either member due to the fact that they signed an agreement stating that they would continue to pay dues pending a cancellation in club or per certified letterI feel that we have done the right thing by helping out both members in this cancellation process to help put this behind both of usPlease let me know if you have any other questionsThank you, Justin H***General Manager | Penn Hills *** *** *** ***
*** *** *** *** *** ** ***

After speaking with *** *** over the phone today (July 28, 2016) we have resolved his complaint.Our memberships operate on an automatic withdrawal basis and every month the draft was being declined due to the billing information being a prepaid checking account which is invalidBoth staff
and member were unaware of this issue at the time and *** *** was making payments after the 17th of every month to balance the accountDue to the varying dates in receiving payment a service fee had been applied to of those payments as the money was received after our grace periodOn the April payment that *** *** made, it was applied to existing service fees rather than to the membership dues, and staff failed to inform him or make this clear. days later on 4/our system collected the still outstanding balanceThis initiated a back and forth for the next few months of payments, waives, and drafts in attempts to balance *** ***'s account and set up for proper billing in the future.After speaking with *** *** and reviewing every payment and line we have to date received $There has been a total of $in service fees waived on fileWith service fees aside, this results in an over payment of $($- $178.93) to his membership duesWe agreed that this was close enough to cover the next months (August and September ($39.98), with the next payment due on Oct 17th, 2016 for $*** *** agreed to update all of his billing information prior to the Oct 17th draft with a non-prepaid checking account and fresh CC information to ensure proper drafts going forwardI have removed all of his previous billing information to avoid any other potential issues between now and Oct.*** *** was very receptive to my call and we ended on a good noteWe look forward to continuing to provide our services to him for years to come

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

Planet Firness in Broomall pa is a horrible and racist company.The employees does not do there jobs, I ask a Caucasian girl to help me with one of the gym equipment she rolled her eyes and said "Omg If u don't know how to use it why use the equipment" I heard this young lady and I saw her roll her eyes.The Caucasian people always on there phones up at the front desk don't clean and won't help guest with anything,The bathrooms stalls and showers always dirty,They have bedbugs,mice,roaches.I will never return to this gym again.The manger and supervisor needs to be replace!!!!!!!!!!!!

I have been unhappy for awhile, but more importantly, I wasn't using the membership due to my unhappinessThe gym usually had a smelly, sour odor, & I typically left with a headache That isn't the reason for my complaintOn 1/17/16, I went into the club per policy, which is to cancel membership in writingI was NOT informed that I would be billed again for the next monthIn fact, the staff member told me I would receive no further billingsI received an auto debit to my checking account on 1/19/16, which presumably was run through on 1/18/16, but it was a bank holiday, so it actually appeared on 1/ The cancellation form I signed said the last bill date would be 1/17/16, so they are in violation of their own agreementI called PF & spoke to a person who acted like they couldn't possibly understand my complaintI then asked to speak to a manager, who further acted like she had simply never heard of this type of complaint and that in fact, "NO ONE HAD EVER REQUESTED A

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Good morning, I am extremely sorry about the delay in this responseAt the time of the complaint, we had some management changes and it appears that the issue was never presented to the office staff in order to handle it properly and generate a timely response. Currently, I am
unable to research this issue due to the time that has passed from the original complaintWe value you as a member and have made a note in your account if you do ever decide to join again for two different optionsThe Regional Manager has agreed to waive the start up fee for the basic membership (has a value of $60) or if you decide you want to join as a Black Card member, we will waive the start up fee and provide you with a fee month of membershipAgain, I apologize for the delay in getting this response and resolution to you in a timely manner. Thank you, Christine T*** Planet Fitness

I wrote in a letter (to my ignorance, not certified) stating I was cancelling my membership with planet fitness due to changing gyms Months past by and no word until I checked my checking accountWhere I was charged for for their monthly dues I called them up to figure out what was going on and turns out my account with them wasnt cancelled The person I talked to recommended that I would come in and have it taken care of and was told that I could receive a refund for the the monthly duesI go in and get it cancelled and when I asked about the return of November's due I was told no refund because there was fees that accrued up on my account even though I wasn't aware of them and under the assumption it was already cancelled The manager would no talk to me during the whole ordeal

Revdex.com:
I have reviewed the response made by the business in reference to* *** ** *** *and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
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It is the cancellation Policy to only accept cancellation request in person, or via certified mail. The member in question Joined 11/2015, per their agreement they have an annual fee of $on 2/That means this charge happens every year on that date. This annual fee was paid this
on 2/1/and again on 2/1/2017. Please let us know if there are any further questions. Thanks,

September 15, 2016Dear Sir/Madam:My name is Dominique S*** and I am the Regional Manager for the Planet Fitness Drexel Hill locationThe complaint we received was in regards to a cancellation that was never completed for one of our members, *** ***In the issued complaint the member states
she disputed the charges with her bank since she couldn't make it into the club to cancelIn order to cancel her membership with Planet Fitness she would have had to come in person or send a certified letter as stated in her membership agreement she signed and received when signing upUnfortunately since she did not cancel the membership, it remained active and the monthly charges accrued a balance on her accountOur system attempted the balance on her account on September 3rd, successfully collecting the balance from a credit card she signed up with and authorized charges toAt this point we have cancelled her membership so she will not be charged going forward but unfortunately no refund will be issued since there was no previous cancellation on file and the dues collected was for a back balance on the account.If you require any additional information, please give us a call at ###-###-####Thank youSincerely,Dominique SPhiladelphia Regional Manager

January 27, Re: Case # ***
"">Mr*** called the Torrington Club on December 29, at approximately 1:25 p.m At that time our manager explained to Mr*** that he could cancel his membership by either coming into the club or by sending a certified letter Our manager also informed Mr*** that in order to process the cancellation, we would also need to receive the balance of $due on his account Our manager explained to Mr*** that he could enclose a check with his cancellation letter and she would then be able to cancel the account at the time of receipt Two days later our manager received a letter from Mr*** expressing his want to cancel however, there was no check included. Our manager phoned Mr*** and left a message explaining that she would not be able to process the cancellation due to the fact that he still had an outstanding balance Mr*** then began calling the club multiple times each day and yelling at the staff regarding the cancellation policyStaff as well as the manager tried to explain to Mr*** that the policy concerning cancellations is a corporate policy, not a club policyStaff and our manager spoke with him multiple times in a matter of two days, but he refused to pay the balanceOn January 1, 2016, our billing company, successfully collected the following amounts from Mr***’ credit card: $ $ $ $ $ $This total is the outstanding account balance for Mr*** of $As soon as our manager became aware that these transactions went through she cancelled Mr*** account - the date was January 13, The only other transactions that we found for Mr*** were on 12/12/which were also successfully collected by our billing company: $ $Mr***' credit card was denied on the following dates: 09/17/ 10/17/ 11/17/ 12/17/The total of these transactions is $The $charges are the standard monthly fee for *** Card members and the $charges are late payment fees that are clearly outlined in our membership contract: In accordance with applicable law, if our first attempt to collect any fee under this Agreement is unsuccessful, we may make additional attempts to collect from any/all payment methods you provide us, and a $service fee will be applied for each instance we submit or re-submit such payment request and it is returned uncollectable for any reason including, but not limited to, insufficient funds, expired or cancelled payment cards, overdrafts and closed accountsWe are not liable for any fees charged by your financial institution in the event a payment request is returned as uncollectable Sincerely, Planet Fitness Connecticut Management

I cancelled my membership with Planet Fitness over a year ago and they have charged me $per month every month up to Aug They said someone probably forgot to enter in my cancellation request - but why should I be held responsible for the over $they have charged me?