Planet Fitness

Complaint: ***
I am rejecting this response because:Although I was not able to respond to your email earlier, the issue between myself and Planet Fitness is not resolvedWe are at an impasseThey contend that I am still an active member of their gym and continue to bill me (with late charges) each monthI am appalled at their practicesTo recap: I joined Planet Fitness in Eatontown, NJ, in January with a one year contractI moved to *** in August I telephoned them in Septyember to cancel my membershipThey replied that I had to come in person to end a membershipI was unable to do that, so I paid membership dues for September - January without being able to go to the gymI visited New Jersey in January and went to Planet Fitness to cancel my membership in person as they had requestedThey said that I was one week too early and had to come back the following weekI explained that I was going back to *** and would not be able to come back during the next weekThey said that they could do nothing for me. I see in their response to my complaint that they say that this is their policyI do not agree with thisAny manager could have printed out something for me to sign when I was there and then inputted it into the computer the next weekBy paying for the months of September - January without being able to use their facilities, I more than paid any cancellation feeThis truly is unconscionable. The manager of Planet Fitness telephoned me to say that he would dismiss the late fees if I would pay the monthly dues for February 2015- April I did not accept thisI feel that my membership should be canceled as of January and any charges after that point in time be dismissedThey will not do thisTherefore, the impasse.Any help that you can lend in this situation will be greatly appreciated
Regards,
*** ***

Plant fitness is endangering the health of there customers, instead of providing sanitary wipes, they ask you to use a towel some one eles have used prior to you to wipe down equipment, the is very unsanitary, because a build up of swet is no the towel from every one that uses it, this can cause a serious bacterial infection, and this is the reason I did not join their gymWhen I questioned the person who was giving me a tour about this issue she said it would be fine obviously they are not educating the people who work for them, you sould never use a duty towel to wip a surface clean

Good morning ***,You inadvertently sent a Revdex.com Complaint to the club location. All complaints need to come through the main office. I did speak with the Manager at our Ithaca location and she provided the information below. We have also attacheda copy of ***'s membership
agreement. We value each and every one of our members. It is our goal to go above and beyond to try to resolve any issues thatmay arise. However, after reviewing the information provided to me, by our Manager, we cannot at this time provide arefund to ***.Kindest regards, Diane A. D***Diane A. D***Accounting AdministratorPlanet Fitness Business OfficePO Box 689New Hartford, NY 13413 ###-###-####fax ###-###-####***@***.net Revdex.com Complaint ID: *** After review of *** * ***'s (Previously *** ***) complaint, there is no record of cancellation other than August 1st Our records indicate that member's information was looked up on 7/23/at10:AM as per proper protocol when someone calls requesting information on proper policies to follow for cancellationAs indicated in *** ***'s online membership agreement cancellation policies are as follows: "To cancel your monthly membership and stop the monthly billing on the 17th of the month, the club requires written notification by the 10th of the month delivered to the club in person or preferably via certified mailAny monthly membership can be cancelled upon days written notice." *** *** joined Ithaca Planet Fitness 2/9/as a Black Card MemberThis membership has a Month Minimum termThis would mean that in order to have cancelled prior to 2/9/she would have been required to pay a $But Out feeMemberships with this minimum requirement are not cancelled unless the Buy Out fee is receivedPlease find a copy of *** ***'s Membership Agreement attached to this email. --Thanks,Mary C***General ManagerIthaca Planet FitnessCatherwood Rd.Ithaca NY

I called planet fitness on July 17, I spoke to a girl in whom name I do not recall, and told her I needed to cancel my membershipShe told me that I was already going to be charged this month, and I said that was OK, but she said she could not cancel over the phoneI told her I was out of town on emergency, was there any other way for me to cancelShe told me as long as I came in before August 17, 2016, that I would be fine on canceling my membershipI went into planet fitness on August 16, 2016, and spoke to *** the managerI told him I needed to cancel my membership, he told me that I needed to be there by the 10th of the month was there any other way for me to cancelShe told me as long as I came in before August 17, 2016, that I would be fine on canceling my membershipI went into planet fitness on August 16, 2016, and spoke to *** the managerI told him I needed to cancel my membership, he told me that I needed to be there by the 10th of the month I told him th

Hi ***, The following email was sent to Ms*** on
10/29/2014; “Hi ***, I sincerely apologize about the situation that you ran into at our *** *** location. By chance do you have a copy of your cancellation form? Our records indicate that there was no cancellation filled out at the locationIf you have a copy I would be more than happy to issue you a refund On another note, I ran a usage report and it shows that you have checked into the gym a few different times since last December (See Attached.) As of today your membership looks to be cancelled without a buyout fee. Unfortunately due to the circumstances we c***ot provide a refund unless proof of a cancellation is providedPlease let us know if you have any other questions. Have a great day! Regards,” Ms*** has yet to provide proof of cancellation, therefore we are unable to issue a refund for her membership. On a side note, we did cancel her membership free of charge without a $early termination fee to appease the situation. Again, if she can show proof that she cancelled, than I would be more than happy to refund her membership, otherwise, records indicate that she was indeed using the gym after she “cancelled.” Please let me know if you need anything else from us. Have a great day!
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Lydia S*** did a manual transfer into our facility, Planet Fitness North Olmsted, from Planet Fitness *** on February 19, A copy of her membership agreement is attached On that very same day, I did freeze her membership for medical reasons and gave her a copy of her freeze
formWe freeze memberships for months and then require another doctor's note to freeze it for another month period Lydia did come into our facility on June 10th, like I had informed her to do so that she would not encounter a monthly due charge on June 17th However, her annual membership fee got returned back to us, so it did show that she had an overdue payment of $ Per her membership agreement, it does state that an annual membership fee will be billed to her account on or around the 1st of June for $and will continue to be billed on or around the anniversary of that date each year thereafter until she cancels in accordance with this agreement Per Company policy, we cannot freeze and/or cancel a membership with an overdue balanceShe was unable to pay her annual fee at the time and was very calm and understanding while being in the facility I did let her know that if she is able to pay by the end of the month, 6/31/15, I would waive her monthly dues that she stated would get returned as well on June 17th as a courtesy and freeze her account again for herI did also give permission for her to send her fiance to our facility with her doctor's note and the $ Her balance at the end of June was $and I had not heard from her Her fiance, *** *** has been into the facility since and did not say anything about her membershipHe did stop into our facility on Friday, October 2, to cancel his membership and her membershipUnfortunately, it had been several months so her balance did accumulate but I was willing to cancel her membership if he paid the $instead of the total $We did send out letters to members who owed balances on July 30, and we did reach out to Ms S*** via telephone numerous times throughout the past few months MsS***'s membership has been put on Return for Collection hold, so it will not get any higher and her account has been noted that she has to pay $(Her June annual fee, June monthly dues and we will her $in service fees)We are not requiring her to pay for July, August and September monthly dues and/or her $in service fees that were attached to those returned monthly duesI will agree to allowing her fiance, *** *** to come into our facility and pay this for her as long as he does not use profanity towards myself or my co-workers

From: Brad L*** [mailto:***] Sent: Friday, January 06, 1:PM To: *** *** Subject: Re: Case # ***: *** *** *** Hi ***, Mr*** has been canceled at the Graham club since April of and we have not billed him after that dateI am working
with our corporate office to see if he possibly has another membership out of state and if so to get that canceled for him. Brad L*** Raleigh NC Operations Manager|Planet Fitness *** *** *** **Raleigh NC

Complaint: ***
I am rejecting this response because:The first time I went there before I knew I had to send in a letter I was never advised of thisI was not contacted be phone the same day or I would of taken care of it. I no longer have that debit card but continually receive a message that they are trying to pull the paymentI have called several times and even gotten hu g up on and this is when I decided to take this further.
Sincerely,
*** ***

[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:
I am rejecting this response because:I haven't had other memberships with youYou need to check your records again and I know for a fact I have paid more then one month I paid on lineI have not been using the membership since I am having knee surgeryThis will not go away till I get my money back I closed the bank account and filed a policccreport I did not give this account to use as my monthly pay accountI will not pay for a service I don't useI will also Fike a complaint with god attorney generals office and your corporate officeThis is a theft situationChrbkbuour revpndd again I have had one account with you.
Regards,
*** ***

Hello, This is our ‘second’ response to the Complaint #11929606: As indicated in our initial response, I am only repeating what my manager and staff said Ms*** had said and did during the altercations at our facility. The manager offered her a refund of $and she refused to sign the paper and called the manager and the staff stupid and stormed off. We are more than happy to ‘re-offer’ Ms*** the $in a refund, but we cannot refund the $that was paid as a start up fee, nor any bank charges that she incurred for stopping a payment that did not occur…her membership was canceled and she should not have been charged any amounts after the 10th… If Ms*** was charged any additional amounts, please provide proof and we will refund those monies as well Thank you *** ***, CPA Corporate Controller

I am rejecting this response because:
I was told I had to have a hand written note turned in to be to cancelledAttached is a copy of the note I turned in I was told it needed to just be plan and to the pointSo I do not understand why I was continued to be billed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:AGAIN: I sent the brand new boots back in their original condition with tags and packaging via Certified mail by United States Post Office The Post Office said they delivered it to the address that Cosplay gave me I followed up with Cosplay and they DID NOT tell me they had not received the package. Cosplay is JUST NOW CLAIMING THEY CAN'T FIND THE PACKAGE!! After years!! And having to get Revdex.com involved!!! What horrible service!!!! If Cosplay wanted to ensure they received the package via their own courier, they should have sent a mailing label because, as I showed them in the pictures, the boots were defective.COSPLAY HAS WASTED MY MONEY, MY TIME, and caused me A LOT of frustration.COSPLAY SHOULD REFUND ALL MY COSTS AND MUCH MORE! Why should I have to lose money because Cosplay lost the boots?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ** ***

I went into planet fitness today May 26, to cancelI haven't been there in monthsI filled out paperwork to cancel my membershipAfter I signed the paperThe girl at the desk proceeds to tell me that, because I cancelled todayI will still be charged the membership fee on June 1, This is absolutely unacceptable! I just cancelled my membership and I still owe a membership fee, that doesn't sound right to meI have never heard of this, and will not be paying itThe whole reason I am cancelling is because I can't afford monthly paymentsSo, why would I pay a membership fee, when I'm not even using the membership

We have received and reviewed the complaint sent by Ms*** regarding her membership with Planet Fitness.When reviewing MsNeewlon's account it was determined that Ms*** did not cancel on the 10th of the month as required by her agreementHowever, Ms*** is correct in the fact that she
should have been able to use the gym for the month that she paidDue to this, Planet Fitness has agreed to submit a refund for Ms***This refund will be mailed to the address provided by her and may take 10-business days to be receivedIt is our hope that this resolves Ms***'s concerns and we hope she considers using our services again in the future

Planet fitness is the worse gym in the cityTheir staff is unethical, unprofessionalTheir facilities are way too full of people where you are not free to use the area as you pleasePeople are always waiting on you to grab the weightsI brought a gallon of water with me and I was told that was a problem because I even scanned my idThe staff member acted rude while delivering the information making me feel not wanted there as a customer

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

When I joined I told the representative that I would be moving in months, and I was assured that after months I could easily quit my membership, and stop the recurring draft onlineNOT SO, I'm now toldI must either return to the gym to fill out a form (it's miles away) or send them a certified letter! stating my REASON for quitting!
I would never have joined had I not been told that I could quit onlineThere's NO CREDIBLE REASON that they will not let me do this by phone - I'm told "that's our policy." I suppose it's also "policy" to mislead folks when they are signing up!

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
[I am rejecting Planet Fitness's response based on two key areasFirst, *** who is a manager at the Planet Fitness in question assured me that I did not need to send documentation as she felt satisfied that no one would do such an atrocious thing as state their girlfriend died when they had notSecondly, I have not received any email or phone calls from Planet Fitness regarding this issueIn fact, my thoughts are they have done all they can to avoid helping me to resolve this issueI have had the death certificate since June I have been grieving for my loss and feel taken advantage of in the process by a company that obviously has dropped the ballDue to the fact I reside in Maine and I am disabled from having cancer, The amount of money Planet Fitness has taken does matter to me
Regards,
*** ***

In regards to the complaint filed, Planet Fitness offers the following:On 12-the complaintant did sign his wife up for a prepaid membershipOn January 18th the complaintant came into the club and said his wife had Silver Sneakers and he asked if he could cancel the prepaid and get
a Silver Sneakers membershipI personally checked with Silver Sneakers on what the written policy is in our contractThe policy states that the member must fulfill the term of their contract and then can sign up for Silver SneakersThe administrator also said in an email to me that we can offer if we choose to allow the member to transfer the membership to another person or also allow the person to freeze the pre-paid and use it once the Silver Sneakers was no longer availableThe administrator said these two options were solely at our discretionAll three of these options were offered to the complaintant and his wife along with also allowing the complaintant to add the remaining months onto his account and he refused.
The complaintants wife then was erroneously allowed to convert the pre paid to a 10$ a month membership for the last two months This was corrected and the two 10$ charges electronically refunded to the accountIt is possible the 20$ however has not yet hit the account as it takes 7-business days.
After reading the complaintants allegation that his request was within business days I went back to check all emails and paperwork on this matter as I am certain if the cancel was done within days the refund would have been granted the same day as the request The paperwork from the request and emails are all dated 1-18-I am more than happy to have the complaintant stop at the gym and get a copy of the dated proposal along with the emails that went back and forth showing the first request was 1-18-, days after the join.
I also reviewed our cameras on the date the complaintant states he came in to request a refund and see no interaction at all with an employee including NateAs stated above The email chain we can provide shows the first request was 1-18- I am sure this is just an honest misunderstanding of the date Nate the manager also has an email we are willing to share from the Silver Sneakers administrator clarifying the policy and quoting the section that explains their policy
Planet Fitness will be willing to do any of the options listed above but does not refund a prepay unless the cancel is done within business days and in this case it was business days not