Planet Fitness

I had a membership with Planet Fitness which I canceled at the end of April I went into the gym and filled out a cancellation form at the front desk and was told I would no longer be charged the $monthly membership feeI noticed a charge from Planet Fitness on my July bank statementI looked further back into my account and saw that I had been charged every month since I cancelled my membershipI called the gym the next morning and was told they never received my cancellation notice and that it MUST be sent by certified mailI was never told that when I asked to cancel at the front deskThey filled out and emailed me a cancellation form on July 27, (which was done by email, not certified mail) and on the top of the form it states that certified mail is "preferred" not requiredI asked for a refund for the months (April - July 2017) they charged me after I had canceled and they said NO
Product_Or_Service: Gym membership

Good morning,We have reached out to *** *** using the phone number that was provided on the Revdex.com complaint. As of this time, we have not had a response from the member. We have tried to find his account based on the information provided and were unable to locate the account in our
system. It could be that the membership is under a different name or that he is a member at another Planet Fitness club owned by a different franchisee owner. If John could reach out to us at ***, we would be happy to work with him to resolve the billing issue. If he would prefer to go into the club that he is a member at, he can ask for the Manager and they will be able to help him as well. If he prefers to respond directly here, please provide the name that the membership should be under (if different than *** ***) and provide the Planet Fitness club location that you initially signed up at. We will continue to research this as soon as we are provided with the additional information. Sincerely,

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 1st
On June 8th the membership was cancelled in the club and the member received proof of the cancellation
We 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 8th
Attached is a screenshot of the note we have on file from her call on on 5/17/

[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:
Altough that is the contract that I signed, the employee that I signed the contract with SPECIFICALLY told me "I will take the credit card today but we need your bank account informationIf you don't bring in your bank account information by the 14th or 15th of April we will cancel your membershipNow I do not know anything about your establishmentI took a short tour of your placeAs far as all of your policies and procedures go, I only know what is told to me by you/your staffSo When YOU(planet fitness/staff) tell ME that YOU require information from ME Otherwise YOU will cancel MY membershipI ASSUME THAT YOU HAVE SOME POLICY OR PROCEDURE IN PLACE AND I have to abide by that, or my contract is voidWhen YOU tell ME something (as someone that is not familiar with the way you do biusiness) as a new customer, I trust and accept that as true regardless of the contract that I signed with you.
I would have had no issues going in and canceling the contract through the procedures that you had put in place had your employee NOT told me that my contract would be canceled IF I did not provide the bank acct informationYour employee also requested my driver licenseIs that also standard procedure?!?! What would planet fitness need my driver license for?!?!?!
*** ***

---------- Forwarded message ----------From: *** *** Date: Sat, Feb 11, at 12:PMSubject: Follinvestigation and response to Revdex.com inquiry #*** - Club Membership StatusTo: *** *** ***@***.comCc: *** *** ,
*** *** , *** *** , *** Dear *** *** *** - The Revdex.com, and *** *** *** *** and *** ***Please note that we have thoroughly researched this allegation of overcharges on a Club Membership Account for *** ***, and find it to be both inaccurate and unfounded.Here's the primary reasons why we have arrived at these findings:We did receive a letter on 1/3/17, and it was dated 12/28/from *** *** *** ***We immediately cancelled the Club Membership in the name of *** *** on 1/4/*** *** *** *** was a previous Planet Fitness Club Member from 3/28/- 11/10/14, who cancelled her own membership due to other personal medical issuesThis was when we still had paper documents for handling such Club Membership changes/transactionsThere were no problems that we are aware of for that cancellation, as it was done in the required manner by *** *** at that time*** *** is claiming that she personally come into our Columbia - Planet Fitness, LLC Club in January 2016, to cancel ***'s Club Membership and that she filled out a yellow paper at that time. *** *** signed up for his Club Membership on 4/16/15, and we have no record of any changes to his status from *** or *** *** *** until the letter dated 12/28/16.Please note that in January 2016, we were only using the *** *** *** online for all sign-ups, or any temporary medical freeze status, or any cancellation transactionsThis means that she would have had to sign for any such a change electronically at the Club, and she would have received an e-mail confirmation of any such transactionWe have no record on paper or electronically of any changes to the status of *** *** in 2016.That is why we believe that the cancellation or freeze status request was never made to us by either of the simple procedures that are readily available to all Club Members to make a change in their membership statusAny Club Member can come to the Club in person or send us a Certified Letter to make any changes in their status at anytime. There are no contracts for any restricted periods of time, so our Club Members have maximum flexibility to sign up or cancel or freeze their accounts at anytimePlease note the highlighted provisions on the attached Club Membership Agreement Form that is used consistently for all of our Club Members. We sincerely empathize with *** *** *** *** and Mr *** ***, and any medical challenges that they were working thru at that time.We would have easily put the Club Membership into either a "freeze status", during which there are no charges when individuals are going thru medical treatment or recovery experiences for months, or an actual cancellation.However, in the absence of any documentation to support either a "freeze status" request, or a "cancellation" request, the Club Membership account continued in place until the written notice was finally received on 1/3/17. Each Club Member receives their own monthly financial banking/credit card statements for review of any charges to themIt is questionable that the *** family was not aware of these ongoing charges for the Planet Fitness Club Membership each month during 2016.We believe that we have taken reasonable and appropriate action in full compliance with the Club Membership Agreement, and that no further reimbursement is in order for this case.We will offer *** *** a 1-month FREE pass at any of our Planet Fitness Clubs in PA and NJ at anytime during 2017, as a special gift for his useHe can simply contact our Regional GM, Nick P***, whose e-mail is included in this communication, and let us know which of our Planet Fitness Clubs he would like to use for a month on us.Please contact us directly at anytime for any other questions or concerns that may exist in this matter

Revdex.com Response 9/28/2016ID: ***Planet Fitness of Spokane Valley, WAE Sprague AveSpokane Valley, WA 99216We strive to ensure our team here at Planet Fitness of Spokane Valley, WA builds strong relationships with our members and delivers amazing customer service to them,
every dayWe’re sorry to hear of your situation and certainly apologize for any possible miscommunicationAs stated, we never accept cancellations over the phoneSo you’re aware, all of our monthly memberships stay active until the member instructs us in person, to cancel the accountIf you refer to your membership agreement, you may note the following on the first and third lines: “Your Monthly Membership Fee will be billed to the account below on or around the 17th of each month beginning on ____________ for $________ per month plus applicable taxes until you cancel in accordance with this agreement.”“If you have a minimum monthly term, your account below will be billed for a minimum of ____ months and will continue on a month-to-month basis at the monthly rate above until you cancel in accordance with the terms of this agreement.”At this time, we have a $+ tax per month no commitment membership that members may cancel for free at any time, and also a $+ tax per month Black Card membership (which offers all kinds of additional benefits and amenities)Your Black Card membership carried a month term which expired in JuneFollowing your expiration date, you are able to cancel free of chargeThe term expiration date does not refer to your membership billing or imply automatic membership de-activation, thus we do not send out any “get back to the gym” notifications as suggested.Please also note within your membership agreement that in order to prevent billing on or around the 17th, we require cancel notice by the 10th. “To cancel your monthly membership and stop the billing of the Monthly Membership Fee on or around the 17th of the month, the club must receive written notification delivered to the club by the 10th of the month either in person or preferably via certified mail to the club address listed abovePlease note it may take up to seven (7) business days for any membership or billing changes to take effect.”99% of billing related inquiries are usually answered within the first paragraph of the member agreementWe apologize if reviewing this wasn’t suggested to you when you first called and plan to re-visit this with our teamIt should also be noted that the Manager you spoke with, Brandon, did immediately address your situation with upper managementIn fact, prior to even receiving your Revdex.com case, we had actually decided to, and had already processed, a refund of your $+ tax dues despite the “technicalities” of the matterHaving done this, we feel we’ve met your desired settlement criteria and hope to conclude this case.Kind Regards,PF Spokane Valley, WA

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

---------- Forwarded message ----------From:
"">Revdex.com of Metro Washington DCDate: Thu, Nov 13, at 9:AMSubject: Fwd: Complaint ID ***To: *** ***
---------- Forwarded message ----------
From: *** ***
Date: Wed, Nov 12, at 4:PM
Subject: Complaint ID ***
To: "[email protected]"
Complaint ID *** has been resolvedPlease close out this Complaint
Thank you,
***

HelloThis member signed up on 07/31/and used both their CC and Bank Info to pay for this membership, they did this on the Planet Fitness website from their homeWe have attached the agreement for referenceThe agreement is not based on usage and if this member feels that this is fraudThey
will have to notify their bank as we do not handle personal bank transaction from months ago. Planet Fitness Aurora Management

Spoke with Joel S*** *** *** ***And he stated that they require cancellation by signature, the consumer would have gotten a copy of the cancellation at the time of cancellation.,

Dear Sir/Madam: The complaint we received was in regards to a cancellation that was never completed for one of our members, *** * *** On Feburary 14, Ms*** signed the membership agreement for the Black Card Membership which states that a $buyout fee will be required if a
cancellation request was submitted via certified mail or in club prior to the 12-month commitment dateI have called to reach out to Ms*** and left a voicemail for her to return my call regarding this complaintI have not received a call backMs*** currently has a balance due on her account of $As a courtesy, Ms***’s membership will be zeroed out and cancelledConfirmation of cancellation will be sent via email If you require any additional information, please give us a call at (*** ***Thank you! Sincerely, *** *** Planet Fitness Chicago Regional Manager

Complaint: ***
I am rejecting this response because:First of all my mother was not rude with Nicole on the phone and made no such threatsIt was Nicole who so unprofessionally told us she had to leave because she no longer wished to speak with us on the phoneAs for the continued lies about trying to contact me, I received no letter in the mail until December 5th, and it was dated November 29, we called Nicole on December 6th We received no phone call until AFTER we called and spoke to Nicole, such convenient timingI called ** *** and found that they just continued to try and take money from my account during the supposed "grace period" you get to make up the payment, rather than contacting me to let me know there was even an issueIt is very sad to see a business run so poorly and with such disregard for the customer base.
Regards,
*** *** **

Planet Fitness signed up my UNDERAGE daughter for a gym membership On top of that they told her they would only charge her $a month I found out about this when she came to me and told me that they were charging her $ I called the Planet Fitness on *** and spoke with *** - who said she was the manager I informed her my daughter is a minor, and they signed her to a contract I also informed her my daughter was told it would only be $a month, but they charged her $39.99! She said my daughter would receive a refund of $within 7-days I called back today (it has been days) and told her we have not received it She then changed her story and said it would be 7-WORKING days NOT what she said before I asked for a corporate number and was told they "don't have one." Then I asked for a billing number and was told they "don't have a number, it's only a private email." Clearly they don't have good customer service

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 was no told I needed to have it send regmail I did drop off at your location in Oak Lawn a number of times too how do I prove that I just want my money back I did was I was told by he people that did work there. Mrs*** ***
ComIplaint: ***
I am rejecting this response because:
Sincerely,
*** ***

The Planet Fitness terms and policy is stated on the agreement the member signed onlineThe member agreed and understood all Planet Fitness rules, terms, and policies by signing the agreement Section D of the agreement states: D)“Black Card Privileges and Other BenefitsPF Black Card
members may bring one guest per day for free to any location nationwideAll guest must be years old or with a parent-guardian and sign a guest registryThe PF Black Card member must accompany the guest and remain on the premises during the visit.” If the member would like to cancel the monthly dues, they can do soThe cancellation policy is as follows: “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 post marked via certified mail to the club listed aboveIn order to cancel your membership prior to the billing of the annual membership fee, the club requires written notice as described above on or before the 25th of the previous monthThe annual membership fee is fully earned when received and non-refundable.”

I'm following up to note that I've had further communication with Planet Fitness regarding my account. After a difficult morning of trying to get the manager on the phone, he informed me of a very dubious arrangement to make my account current. He said that I would be able to send a
letter and a check for "bucks or something" in order to clear my account. It didn't sound very genuine, but the guy probably has to deal with these kinds of phone calls from much more frustrated people. I guess I find this arrangement satisfactory, as long as it is in fact genuine?

To whom it may concern, Our employees are not trained in any way as to whether or not members are allowed to join more than one facility under the Healthways program. There was never an attempt to upsell the customer, instead she was offered free months of black card usage in lieu of a refund Mrs*** was made aware by Marcy, the Assistant Regional Manager, that based on the documentation we had and the cancellation/downgrade prior to the fulfillment of the month commitment, we would not be able to refund the buyout fee. The PF corporate office did not communicate to Mr*** the cost of reimbursement per Healthways visit, as the program is run through the franchisee and not the corporation and the dollar amount is not at all accurateNo mistake was made on the part of Planet Fitness and no refund will be issued Thank you for your time,Planet Fitness New Mexico Management

Mr*** reached out to our Rio Rancho manager on Wednesday 1/18/and she waived Mr*** remaining balanceMr*** is clear to join any Planet Fitness with no further fees. Thank you, Planet Fitness New Mexico Management

Complaint: ***
I am rejecting this response because:
I was not told of this in the contract when I joinedI was only told it was cheaper to join through the black card membership.I was never told I could change my home locationAnd this is not in my contractBut, it turns out that I can. I was threatened with trespass by the club manager the night of my, alleged, 11th visitWhen I asked for a showing of how many visits I madeI was told , no.This threat of trespass to a member by the manager was ignored.My account does not reflect any visits to the *** locationNot 1. Every location is privately owned and operatedThey told meAnd each location has its own rulesMeaning there are no standardsThey can do whatever they want t.Planet Fitness has no credibility in my eyes
Sincerely,
*** ***