Planet Fitness

Good Evening,
I looked into the complaint filed by *** ***This member is correct that his membership was terminated with our facility back in FebruaryThis was due to inappropriate comments he made to our staffOur Regional Manager of this particular club even had to get involved
This is not someone we will allow back into our facilities due to continuous policies he was breaking and the treatment to our staffThe staff had to have several conversations with Mr*** regarding policy infractions which he continued to breakWe will also not be issuing a refund as he has not been billed a maintenance fee this year and we stopped his recurring billing the month he was terminatedPlease let me know if you need any further detailsThank You

Terrible staffing, rude and horrible people skillsi am pregnant, and pay for the black card membership so I pay for the tanning, massages and total body toning, so I expect to use them! after my work out I went to use the tanningi was giving a room to tan in and started to undress to go in the bed when, I had a knock at the door, I was asked if I was pregnant, which I am, week clearly showing and have been for the past monthsthey said that I was unable to tan that I need a doctors noteokay, why didn't I get that info before I was naked about to tan or months ago? their approach was unprofessional, terrible timing and very latei had been tanning for months I had even spoken with a staff member about my tanning and nothing was wrong to planet fitness until now? they need some training on how to properly handle these situations, and start having some constant rules! then when I had gone to the front desk to talk more in depth about what the problem was they talked down to me making me feel that I don't belong at a gym periodthey make remarks about my parenting and when I had asked to down grade my membership or cancel they would not allow me to do so with out paying there dollar feewhich I should not have to pay because they should have informed me of this rule they have a long time ago about months when I signed up for this membershipi'm very unhappy and very uncomfortable I will never return to this gym not how they run it and there slogan is "you belong" maybe they need some training on how to make the customer feel that there motto is sincere

I opened my Account with Planet Fitness on the of April..I was told at this time that future payments would not start til May 17th but they took money out of my account on April 17th which left my Account messed up and they were unwilling to fix it..if a business takes money out when they mess up they should fix it and that should be the policy instead of Acting as if they aren't responsible at allI will be canceling my Account

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

Initial Business Response /* (1000, 10, 2016/01/12) */
Hello,
My name is ***, and I am the Director of operations for the Planet Fitness locations in the Fresno areaThank you for forwarding this information to usWe have resolved the issue on our end
Unfortunately at this point
based on the customers decision we will not be able to do business with Mr***Our company has a code of conduct that our members agree to follow as a condition of membershipThis code is well established and in the interest of all of our guestThe code cover issue like use of cell phones, size of water jugs, a non-intimidation policy, and what is acceptable to be carried or left on the floor while working out in the facilityWhen we have the ability to improve from a customers perspective we are quick to adapt the policies to benefit the consumerIn this case Mr*** was made aware of specific polices that he was not followingThe first was the size of his water jugWe do not allow gallon jugs to be carried on the gym floorWhen he was first made aware of the policy we offered to hold his jug and we gave him a bottle of water out of our for sale cooler at our expenseMr*** entered the club on a different visit with the jug of water and was made aware of the policy againOn the second visit he stated that we should just give him a water then since we did it the last timeThe management gently restated the policy and offered to hold his jug behind the desk for the duration of that workout
We do have a sign stating that members are responsible for their valuablesThe sign states that a member should carry keys, wallets and cell phones on them as a precautionThe sign specifically leaves out gym bags, since our policy is that gym bags are not allowed on the gym floorWhen Mr*** was seen with the bag he was addressed like any other member would have beenWe train our staff to be polite and non invasive and approach each member with respectWe understand that the member may not know the policy, but we do expect that a member will act appropriately and in accordance with the membership agreementWe are more than happy to have a discussion about the policy, but the policy will be enforcedIn the course of discussing the policy violation with Mr*** solutions were offered but Mr*** indicated that he would be unable to comply with the agreed upon policiesAt that point, after considering the facts, we made the decision to terminate the membership with Mr*** according to our membership agreement with himWe did not enter into that decision lightly, but we do need to respect the other members who follow the policies we have all agreed toWe are still open to speaking with Mr***, and I can be reached at the number below if he would like to contact me directly
Thank you,
*** ***

Dear Revdex.com,
Unfortunately we never received a letter January and we already went over that issue when I
spoke to him June 29th. To prevent any further inconvenience I allowed MrBender to send an email cancellation in which I received June 29th and his account was cancelled 7/15/16. He was made aware of that and received a refund for the month of July in which that was verified July 29th when we spoke via email. July is the only month he will be refunded since I did not receive notice until June 29th about cancelling. If any further questions he is more than welcome to contact me via phone or email

This issue has been handledSee the below statement that was communicated via email. "***,I was able to look into accounts for both you and your wife, ***I have made sure that both of you will not be charged for the annual fee on 4/1/I apologize for any miscommunication that may
have been caused by any of the staff membersIf there is anything else I can take care of for you, please don't hesitate to reach outHave a great rest of your day and enjoy the beautiful weather!My Best," If this resolution is not sufficient, please let me know so we can do our part to make this right

I am rejecting this response because: I was told by rep when signing up my payments are due on the 17th of each monthI made my March payment on the 17th and then was charged a late fee on April 13thI just paid my April 17th payment, called planet fitness and was told that payments are collected "collected near the 10th of the month and after that it goes though a different department," and that I "will be charged another late fee and we can't do anything about it." The contract says that payments are due on the 17th, if I had known they want it days in advanced, I would adjusted the date to pay them accordingly.I want to be reimbursed the late fee for March even though I paid on the correct date, (which they took out in April 13th) as well as the late fee they will take out again for my April 17th paymentAfter those two reimbursements are sent to my card, I would like to close my account so that my April payment is the last one and I will not accrue any more feesI'd also like in writing that account is closed and I won't receive any more fees after my April payment

I have been trying to cancel this gym membership since AugustI live miles away from this facility but was told that I needed to come into the facility to sign papers to cancelI was told I could not cancel over the net, by email or mail
The real trouble came in when I stopped payment of the automatic withdrawal from my checking accountPlanet Fitness went to an outside company and had my credit card charged I have filed a disputed charge and fraud claim with the credit card company
When I talked with *** *** *** - NORTH LITTLE ROCK, AR I was finally told that I should (could) send a certified letter to the Planet Fitness in Clarksville, IN canceling the accountThis was not communicated to me when I talked directly to the Clarksville facility

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 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

Normally when someone has a membership and is injured, we ask for a doctor's note and will freeze the membership for a maximum of months, or cancel the membership and re-sign the person up without enrollment fee when they become healthy againWe have gone ahead and cancelled ***'s membership and
she will not be billed again until she decides to sign up again

Complaint: ***
I am rejecting this response because:My son NEVER received any messages or had ANY contact with anybody from this establishmentI was the one paying the bill every month, so they should have contacted meDuring ANY of my conversations with people at this business was I ever told that the account was contracted until FebruaryNEVER !
Regards,
*** ***

Good morning, I apologize for the delay in getting a response to youThe issue was not passed along to the office staff in order to generate a response and we are just able to login and see these outstanding items. I believe that you and the General Manager at the club were able to work out an agreement in regards to the annual feeIf you have any questions or any concerns still about this case, please feel free to reach out to me directly at the main office or via the Revdex.com websiteAgain, I apologize for the oversight in answering this complaint in a timely manner. Thank you, Christine T*** Planet Fitness

n reference to complaint ID ***
*** signed up with us and had to sign off on three different areas of the agreement to become a member with us, When *** *** signed up he was told all of his terms in the agreement which included the cancellation polices and the annual feeHe was than emailed a copy of this agreement right at the time of sign upSince the date of cancel was after the date our annual fee was already captured we are unable to give a refundPlanet Fitness requires seven days notice to stop any automatic billing with our company

Hello, My name is Andrea M*** I am the General Manager here at Planet FitnessI apologize for not responding soonerAfter I read the complaint I went into Ms*** account and started to look at why there is a balance being shownThere is in fact a balance of $
I have highlighted and attached statements from our end showing those months that were paid and those that were notThe annual fee with tax came to $on Oct 2016, only $of that balance was paid so a remaining $is on the account for the annual feeOn the 17th of Dec the monthly fee of $did not go through due to insufficient fundsA $late fee was added on Jan for Decembers balanceOn the 17th of April the monthly fee of $did not go through again due to insufficient fundsMs *** total comes to $We will be more than happy to waive the $late fee if the total balance is paid off in fullIf these charges have gone through the members bank,all we would need is the bank statement showing so and we would be more than happy to correct it in our system.If you have any further question please contact meThank YouAndrea M*** ***

Complaint: ***
I am rejecting this response because:Your so called " management team are kids and do not know how to deal with the public in a facility such as planet fitnessI waited and waited as your management team in Norwalk told me that the general manager was there, but suddenly disappeared I waited and took time away from my clients because this was not the proper way to treat your existing clients I was told by your management team after speaking to a employee who couldn't care or bother with the phone callNobody called , please do not mistake me for that! my membership was cancelled because you were still texting me asking for money when I hadn't been near PF For years? I then called and made sure my name was off the delinquent listPlease contact me with the paperwork I signed when we, as a company signed upPlease show this to meThx so much , looking forward to hearing from the PF Management team!
Sincerely,***
* ***

Hello, I am responding formally to complaint # by *** *** for our Planet Fitness in Madera, CA: Yes, our associates mistakenly cut Ms***s lock as another member indicated that she lost her key and thought the lock that was owned by Ms*** was her own. After
realizing it was a mistake, we placed Ms***s belongings into the locker right next to her original locker. Ms*** approached the front desk employees and after we apologized and asked if anything was missing or stolen. She said no, nothing was taken or stolen, and we offered her a new lock, she continued to raise her voice, yelling obscenities and racial slurs at both our staff and the other members. Our staff requested that Ms*** please lower her voice and stop yelling and she did not. This behavior is not tolerated in our facility. The staff properly canceled Ms***s membership as we do not allow for this type of behavior, especially since we were trying to rectify the mistake that we made. Ms*** came back in on January 10th requesting a refund. We were planning on refunding her fees from January 6th through January 16th (which is the portion of her monthly fee of $that she paid on December 17, that was due to her since she was involuntarily canceled), but Ms*** wanted all of her fees from October 19, 2016, which is not realistic as she used our facility approximately times from October 19th through January 6th. Per my manager, ***, when she realized she was not going to get her full amount refunded to her, she continued her verbal abuse on our staff calling them inappropriate names as she walked out of the facility Her membership is canceled and she will not be billed for the remainder of her membership that she originally signed for If you have any questions or concerns, please feel free to contact me *** ***, CPA Corporate Controller

Abusive treatment from customer service rep Elysa, her nasty behavior stopped me from buying membership, until I spoke with Mgr JohnI joined
Elysa has a nasty determiner she was nasty when I went to sign up I ended up asking for the manager John he apologized for her bad behavior and signed me up a couple months later Elysa started yelling at me she told me I was not using the equipment properly yet she said nothing to anyone else in the room yelling at me in front of several people of which left the room I left and tried coming back in a couple more times and felt uncomfortable being in thereI asked for john to call me He never didI finally got him on the phone and told him what happened he said he would take care of it and apologized for her bad behavior I asked to speak with the regional manager and he never got in touch with me I went in to speak with john and he told me she got mad because I got in her way I told him I was not in any ones way

We are happy to work with this member to resolve the issue at hand but we do need some assistance from her in order to do soI have reached out to *** via phone and email requesting her assistance and have not heard back from herWe want to help her but without her assistance we can't.What is
the deadline for our response to this, we may need an extension since we have not heard back from her regarding this case.Thank you, have a great day!