Planet Fitness

Company continues to auto-draft from banking account after account is closed
I had joined their membership years agoOne location closed forcing me to transfer to anotherI then moved out of the area and transferred again the membershipOver the next year 1/I never used the membership again but was still getting billed monthlyI decided to go in and cancel per their agreementWhen I walked into the local location that I had transferred it to, They told me that my membership was cancelled months prior and showed no billingI told them that I was still being billed monthlyThey told me to contact the original location and askI did and they told me that my membership was transferred to another state miles away but showed it was cancelledNo resolution thereI then called my bank to stop payment from this accountI did receive a refund for the last monthsThe following month I get another monthly chargeI called my bank back to report fraudulent activity from thi

[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,
*** ***

Good Afternoon,I have once again thoroughly reviewed this case and stand by the determination made in my previous responseThe system indicates that Mrs*** did indeed update her primary billing information, but not her alternate billing info and only after Planet Fitness attempted to charge her previous primary accountThere is no indication that the card used for Mrs*** alternate billing was ever removed or changed. Planet Fitness was unable to deduct monthly dues of $and an annual fee of $39.00, from her primary accountThis in turn caused service fee's of $to be applied for each missed paymentA balance was then applied to Mrs*** membership, totaling $for the uncollected duesPlanet Fitness was then able to acquire those uncollected dues, using the card on file ending in ***Listed below is the account activity indicated in our systemsThere are different accounts listed on Mrs*** membership.(1) An account from TCF bank that was updated recently on 06/16/and applied as Mrs*** current Primary account.(2) A ** *** *** account that was updated on 05/28/and is currently inactive.(3) A *** *** Bank Account that was initially applied at the time of sign up on 4/17/2017, and is also inactive.(4) Finally, the disputed *** *** ending in *** applied as her secondary alternate billing option at the time of sign up and was never removed by Mrs*** or Planet Fitness.Once again, a refund is not warranted because Planet Fitness legally deducted uncollected dues that were owed from billing information that was willingly provided by Mrs*** at the time she signed our membership agreementAs a courtesy, Planet Fitness Oak Lawn will remove the card on file ending in ***, to avoid any future confusionI recommend that Mrs*** reach out to our club's General Manager, *** ***, for any further assistance regarding the update of billing information. Thank you for your time and have a wonderful day. Sincerely, *** ***Regional Manager, Planet Fitness

Good Evening this is *** the current manager of planet fitness lake elsinore this email is in regards to our member *** N *** she signed up for the no commitment $a month plan as of 5/08/she then upgraded into the Black card membership which was $a month the
black card membership does come with a month term and if a member wants to cancel with in the month term there would be a $buy out fee so even though she had began with the $no commitment plan upon her upgrading two days later she agreed to the new terms and conditions of the Black Card membershipPlease contact me if there are any further concerns or questions -- Thank You *** ***General Manager | Saber Fitness LLC

Mrs ***, Unfortunately we do not accept cancellations over the phone for the security and privacy of our membersWould you by chance have a copy of the cancellation form you signed when cancelling in the club? If you did not cancel inside our club, you can also send in a certified letter,
and if you did cancel that way if you could provide the day is was received by Planet Fitness we would be more than happy to help! Thank you! Planet Fitness

Thank you so much for reaching out. We understand your concerns and will explain the adequate steps to resolve your membershipYou signed up with the Black Card Membership on 1/18/2016. This requires monthly payments or an early cancellation fee of $plus tax. This would
make your month commitment date 1/18/2017. If you cancelled your membership in October, you would have been required to pay an early cancellation fee. We also require all members to sign a cancellation form upon requesting to cancel. Neither you nor Planet Fitness has record and/or receipt of an early cancellation fee nor cancellation form that has been paid or completed. You had mentioned that have moved and that your last visit to the location was in July but requested to cancel in October Cancellations are only processed in person or via certified mail. Furthermore, you had also mentioned that we have been drafting payments from billing information that you did not authorize. I have attached your original contract which has the same billing information and your authorized signature. Since you moved prior to resolving your balance, we are able to process the payments for you over the phone. You may easily call us at and we are more than happy to further assist youOnce the balance is brought current, you may send a certified letter to Denton Highway, Haltom City, TX Once the letter is received, we can cancel out the membership and this will stop any reoccurring drafts moving forwardThanks again for reaching out and have an awesome day!

*** *** came into the gym to cancel her account on October 6th, 2015, a cancellation form was completed and a copy (see attached) was given to *** ***On the cancellation form you will find where it shows her last bill date would be 10/1/for the Annual fee dues of $and that her
monthly dues of $would not be debited on the 17thDue to employee error it was not properly cancelled in the computer resulting in her monthly dues to continue being debited on the 17th of October for $Once the charge occurred, *** *** contacted Anderson Planet Fitness on October 22nd, left a message with a front desk employee wanting a manager to call her backThe General Manger called her back and left a message when there was no answer letting *** know that in order to process a refund we need a bank statement showing the charge to her account, due to proper refund proceduresOn the same day after being contacted and a message was left for *** ***, her account at Planet Fitness was then noted (see attached) stating what steps had been takenAfter the first call from the member, the General Manager then prepared for the refund by printing off all necessary documentation and paperwork needed to prep for the refund; the last item needed in order to move forward with the refund was *** ***’s bank statementAfter reaching out to *** *** on October 22, we did not have any further correspondence from her until December 4th, At this time, she came into the gym wanting her refundThe employee at the front desk made the General Manager aware of the situationThe General Manager spoke with *** *** about her refund, she wanted to speak with manager she had spoken to in October, but was unable to due to a change in management since that time*** *** stated that she came for her refund of the membership dues and an overdraft fee that was a result of the Planet Fitness chargeIt was then explained by the new General Manager that refunds cannot be given at club level that there were proper procedures that had to be followedIn order to move forward with the refund a bank statement with the charge would need to be provided all of her other documentation and paperwork was already preparedIt was also explained to her that the overdraft fee would not be able to be refunded*** *** proceeded to get angry and stated that she did not want to have to drive back to the facility to provide a bank statementThe manager offered to accept the bank statement through email due to the inconvenience of the memberAs of today, December 10, all paperwork is prepared to submit for the approval of *** ***’s $refund, we are awaiting the delivery of her bank statement.If she has any further questions she can contact the manager of the club at ***Thank you,
Planet Fitness

Initial Business Response /* (1000, 5, 2015/06/24) */
Revdex.com Case #XXXXXXXX
Consumer: Ms*** ***
Ms*** *** joined Planet Fitness online via www.planetfitness.com on January 26, Ms*** purchased a Black Card membership, and she did not pay anything to joinThe terms
of the membership were payments of $a month, billed automatically on the 17th of the month for a month minimum termCancellation within the first months charges a $cancellation feeThis membership also has an annual fee of $39.00, billed each year on June 1stPayments that are unable to be collected are subject to a $service charge
The first payment of $was collected via the automatic draft on February 17th, Subsequent payments were declined to be paid by Ms***' bank due to insufficient funds
Ms*** contacted *** *** the Club Manager, regarding her membershipMrs*** waived all past due balances and cancelled Ms***' membership as a courtesy to herThe amount of past due balances that were waived by Planet Fitness totaled $This was monthly dues for March, April, and May 2015, late payment service charges for March and April 2015, the annual fee of June 1, 2015, and the cancellation fee for the membership
Ms*** was told that Planet Fitness bears no responsibility for overdraft charges from her bank, as none of the charges from Planet Fitness were made in errorPlanet Fitness suggested to Ms*** that she contact her bank regarding those charges
At this point, Planet Fitness feels we have done everything we can do to assist Ms*** in this situationWe will not be refunding any bank overdraft charges
Sincerely,
*** ***
Regional Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes I did join the gym via on their websiteHowever I was under the impression that I would pay month by monthI had contacted the gym in May regarding this and *** never returned my callAlso who is responsible for the lack of communication from THEIR employees who did not explain the gym nor the membership to me when I first went in? If I had known this this I would have never joined in the first place
Also PF has not refunded me anythingThey have stole from me but haven't gave me anythingIf you read there reviews on FB you would understand what I am talking aboutEveryone is talking about the poor customer service that PF in High Point has
So in conclusion PF allows and does not train their employees to discuss with there customers there policies and then basically stole from my account and that is proper Customer Satisfaction
Plus if they feel like they have done nothing wrongWhy did they block me from posting my opinion on there Facebook Account?

I have no idea where this is at this pointI don't recall for a fact that I was given a copy of this

This letter is in response to the complaint you received about our business on 6/9/2014, with an ID of ***On March 28, 2014, *** *** started a membership with Planet FitnessHe signed and initialed the agreement which clearly states his monthly dues will be automatically billed on the
every month in the armount of It is also stated that the membership is subject to an annual Rate Guarantee Fee of on June unless the membership was cancelled by the member on or before May 25thThe agreement discloses the member may cancel, in writing, at any time, to stop the automatic withdraws*** has never signed a cancellation form, his membership is still activeThe cancellation policy was explained to *** over the phone on 6/9/by one of the club managersOur membership agreement does not state we cancel memberships due to members not updating their billing informationIt is our practice to accept major credit cards or checking accounts for automatic paymentsWe accept debit cards as a convenience only and that is the method of automatic payment that *** gave us permission to bill him by his initials and signature on his agreementPlease note all members are given a copy of their agreement when they sign.If you need additional information, please do not hesitate to contact

I went to sign up for the advertised $per month membershipAt the end of the siprocess, I was informed that there would be an additional sifee of almost $(39.??) and an annual fee for the same amountThis was not stated on their website where it discusses and compares membershipsI double checked after I refused to sifor the falsely advertised membership

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. I can understand not refunding the However, I have had this issue several times with this gymI have had to cancel l my membership previously and I REFUSE to pay the cancellation fee after giving them a chance againThey consistently take money out on the wrong dates, or twice and then refund the bank accountIf it’s supposed to be charged on the 17th of every month, then why did it come out on the 18th? I want my membership cancelledIf it’s not I will be calling my bank and revoking the privilege so they cannot charge me againThis is ridiculous and unprofessional. Regards, *** ***

***, Please see the copy of your membership agreement that you received a yellow copy of upon enrollment. Specifically the two areas that discuss cancellation procedure and how a buyout fee is waived if you move to a location that is too far from any Planet Fitness location You never cancelled your account before or after moving. There are two ways to cancel a membership per your agreement. You never came into the club to fill out a cancellation form and you never sent a cancellation request via certified mail. You continued to say you cancelled your membership, but that just isn't true. In order to cancel you would also have needed to pay the $buyout fee that you agreed to before the first months. As the staff informed you, we waive the buyout fee for people moving more than miles from a Planet Fitness. You have a location miles away, with numerous locations in nearby other directions as well. About a dozen locations within that area. The moving evidence you sent does not aid your claim You claimed that our staff did not try to reach you, however our call logs and records have a laundry list of attempts to contact and voicemails left from KayJeremy, Efren, Jake, Skylir, Asiah, and more. All with notes and timestamps, all to the correct number. We run a very transparent facility, you can see this on our website and how our staff even highlighted and circled key areas of your attached agreement. You have closed the door to any refund by your own actions. Your claims have held little water and your continued to pursue liabilous efforts against our local family owned and operated business while asking for a refund. You have ended any further conversation by your own actions and statements

I joined Planet Fitness in Nov 13th I have not once used their facilitiesOver time I did not pay attention that after the month contract that they were still deducting money from acctNot until I stopped using that account and received an overdraft noticeA couple years ago I took care of it and decided To close the accountI was informed I had to come in or mail a letter stating such a thing Well I did not as, I overlooked it with all the other commitments I have with Traveling for work and such
So today I get notice number two from my bank with overdraft fees which I paid reluctantlyI also attempted to close my account where I was told that I had to come in or mail a letter To which I replied yes but then was informed I can't close my account until I bring it up to dateWell I wasn't notified that I owed a balance firstSecond it seems as though that this contract which is misleading at best states term agreements not to exceed months has now exceeded

*** signed up for our month minimum term Black Card membershipShe claims to cancel in July of If she did cancel then, she would have had a $buyout fee for early termination of agreementWhich we have no record of payment of buyout feeShe also said she cancelled over the
phoneWe only do cancellations in person at the member's home club or by certified mail so we obtain an original signatureThe member would also receive a copy of the cancellation and also kept on fileWe do not have cancellation on file and she does not have her copyShe stopped in the club on 9/21/and we cancelled her membership thenWe have followed the agreement and do not feel she is entitled to a refund

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?

Revdex.com spoke to MackHe stated that there is a balance on the membership from for approximately $He is willing to do a payment plan for $a week to pay off the balanceHe is waiving the service fee

The difficulty of canceling your membership reaches a level that I have to believe is borderline illegalI've never encountered a gym that does not allow over-the-phone cancellationYou either have to go into a location in person or print out a cancellation form and send it to your "home club" (where you signed up originally) by certified mailAlready this is a serious inconvenience for people who moved and forget to cancel their membershipBUT what they don't tell you is that in order to cancel at another location in person, you have to transfer your "home club" online to your new cityOk another roadblockBUT what they don't tell you is that in order to transfer your home cub to a new location you have to be a member for daysAt this point we're looking at a business practice that is completely unnecessary and impractical for the consumerThe excuse they use is they "need a signature on file to cancel." This makes no senseThere are any number of ways that they can verify who you are so you're not cancelling random people's memberships, including most notably, asking to verify your email address and home address when you first call WHICH THEY ALREADY DO!!! For a gym that markets flexibility in memberships and providing hours that allow people to workout outside of business hours, requiring someone to print a membership, fill it out, find an envelope/stamp and make a run to the post office which is only open during regular business hours is embarrassingPlanet Fitness having an "A" rating by the Revdex.com is a bad look for the Revdex.com

Due to an unexpected maintenance issue, we were forced to temporarily close the facilityWe value the safety of our members and are working tirelessly to reopen as soon as possibleAt this point we plan to reopen the facility on Tuesday, May 23rdAll of our members are allowed to use any other
Planet Fitness facility for the time beingWe sincerely apologize for the inconvenience

Ms*** joined her local Planet Fitness at the beginning of January According to our records she never visited the club againOur cancellation policy is clearly written in her agreement that was emailed to her directlyOur cancellation policy states “to cancel your monthly membership
and stop the billing of the monthly membership fee on the 17th of the month, the club requires written notification by the 10th of the month delivered to the club in person or postmarked via certified mail to the club address listed belowIn order to cancel the membership prior to the billing of the Annual Membership Fee, the club requires written notification as described above on or before the 25th of the previous monthThe Annual Membership fee is fully earned when received and is non-refundable.” According to our notes Ms*** called the club on May 17th at 5:13pm to inquire how to cancelThe assistant manager took the call and told her the cancellation policy as stated in her agreementHe also reminded the member that she needed to cancel by May 25th in order not to be charged the Annual Fee on June 1stOn June 8th the membership was cancelled in the club and the member received proof of the cancellationWe didn’t received cancellation via email, and there are no other notes on the account about the member inquiring about cancellationWe cancelled the member as soon as she came into the clubUnfortunately we will not be refunding any of the dues, due to the fact that we were not notified of a cancellation until June 8thAttached is a screenshot of the note we have on file from her call on on 5/17/