Planet Fitness

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!

I have attached a copy of the cancellation form for*** ***, The cancellation form was filled out on 6/4/In order to not be billed the annual fee of the $39, that the member has been held accountable forThe cancellation needed to be filled out on or before the 25th of the previews month
Also, on the cancellation farm it states the last bill date was 6/l/l4, which is the annual fee that *** spoke about in her compliant. Also, I have attached the membership agreement form which *** filled out onlineThe third bullet states that an Annual Rate Guarantee Fee of$will be billed each year of your monthly membership on or around the first of June, to the account on file in order to cancel the billing of this annual fee, the club requires written notice and cancellation of your membership on or before the 25th of the previous month

[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, We apologize for any misunderstanding with the agreement with Planet FitnessI have attached a copy of *** ***’s agreement (agreement #008012718)*** ***s had signed up on March 31, with a startup fee of $($plus tax) with monthly dues of $($
plus tax) on or around the 17th of each month and an annual fee of $($plus tax) on or around the 1st of May annually until the membership is cancelledThe annual fee is set up for members to be charged the 1st of the month within the first months of the membershipIn her case, signing up on any day within the month of March would have the annual fee come out on or around the first of MaySame thing for if someone were to sign up any day in April, the annual fee would be on or around the first of July Please let us know if you have any questions, Daniel WRegional Manager Planet Fitness Columbus, OH

Hello *** thanks so much for reaching out! I’ll be more than happy to clarify the membership transfer as well as our refund and cancellation policies In order to help you out as much as possibleFirst and foremost, I want to apologize for any confusion, inconvenience, and/or
misunderstanding on behalf of Fitnessas well as Planet Fitness in the process of your membership being transferredI know one of your concerns was that your membership was transferred from one gym to another without your consent. In terms of the transfer of the membership itself, based on your contract with Fitness19, it did state that if Fitnesshad to close their doors, they would transfer the membership to a comparable gym within a mile radius. In order to facilitate your fitness goals, both you and your husband’s memberships were transferred to the Planet Fitness, Pflugerville location. Your monthly dues remained the exact same and you were not placed in a commitment, therefore, you could cancel with Planet Fitness at any point without a cancellation fee Based on your statement, I understand that you had requested to be refunded for dues that you had been charged through Fitnessprior to them closing. Although Planet Fitness cannot refund any dues that Fitnesshad previously charged, we are more than happy to stop any further transactions, per your request. After reviewing both of your accounts, I see that your husband, ***, did stop by and sign off on a cancellation form on October 1st and has not been charged any dues from Planet Fitness sinceFor your account, I do not see any cancellation form on file nor check-ins. However, as a courtesy we have already cancelled your account with us, as of today. Moreover, I have refunded your monthly dues for both October and November and you should see that reflect back onto your account within 7-business days Finally, I noticed that you also mentioned you had cancelled your membership with Fitnessprior to them closing. With that said, if you can provide us with a copy of your Fitnesscancellation form, we are more than happy to refund you any dues that were drafted after the fact. I hope this helps answer many of your questions and concerns and ultimately resolves this issue for you, as you will not see any further drafts from Planet Fitness moving forwardPlease do not hesitate to reach out to us if you have any further inquiriesThanks so much for all your patience! -Planet Fitness Team

Hey ***, thanks for some more information It would be great if we had detailed info, as we have CCTV Ex: on March at 2:00pm I visited and spoke to a male staff named John, on March 9th I called about 4pm and spoke with a female staff member named Liz.***, I'm sorry that Moon Valley said to go into ANY location, but it needs to be a location that they actually own We are a local family owned and operated facility in Avondale We can not effect or do anything with your membership at a different franchise business in Moon Valley You said you completed a cancellation form Great !! Please attach either the yellow copy then that you got or just forward the cancellation email you received the day you completed it, then I can resolve it with Moon Valley's owner today We let members from Moon Valley use our club as a courtesy, but there is no financial gain for us Unfortunately this courtesy we extended seem to be the origin of your complaint with our business, even though you are not our member.Gabrielle P*** is NOT our employee You seem to have some issues or concerns with her, but there is nothing we can do on this She does NOT work for us, and we have no control over her This complaint should be addressed to Moon Valley, of which she IS an employee.We still feel that you have put this complaint into the wrong business You are NOT a member in our ownership group, we have never received any money from you, and we can not modify or cancel a membership that is not ours Again, sorry for the frustration, this is why cancellation can be done via mail and that every cancellation gets a yellow copy and an email confirmation to the person.Unless you give detailed information and attach the cancellation form that you received or email there is not anything we can do The phone number you listed is NOT our business We can not help very well with a business that we neither own nor operate Have a nice weekend

They advertise no contracts when you sign up with themMy fiance and I went in to joint and the gentlemen we spoke with informed us that the $per month membership was only for one location, but they offer a platinum membership that allows you to attend every location and use of the tanning beds and aqua massageWhat he did not inform either of us about was the contract commitment that was involved with this membershipI clearly asked him if any other fees were involved with this membership and he stated "No" the only difference was the above mentionedNeither of us cared for the gymIt was always busy during the hours we were able to go and you have to work out around everyone else that was thereWe went back several months ago to cancel the membership, it was then that we were informed of the cancellation feeWe asked to speak with the manager who was very rude and couldn't care that we were upset about the fee and uninformed by his employee that we were lied toHe said

Hello, We received the complaint about the billing issue with this memberWe waived out $which was over the $she originally requestedOur regional manager has tried to get in contact with this member to let her know that we waived out the $Also to remind her that her bank account
needs to be updated so she will not receive any late charges in the futureIf her billing does not get updated at the location or online she will continue to get a $late charge each monthPlease contact us if there is any further questions about this issueThank you, PF Management

Hello, We received the complaint from *** *** in regards to *** ***We have cancelled the membership and request that the cancellation letter be faxed to ###-###-#### in order to process a refundRegards, *** *** Director of Client Services

Complaint: ***
I am rejecting this response because:
My membership agreement does not say to cancel via certified mailThis is a lieThe membership agreement says to give written noticeThis written notice was given three timesA letter was mailed and the location was emailed twiceThis membership is way over months old so all contract obligations have been metYou can see by the companies response that they refuse to honor their agreements and rip customers offThey were notified by a phone call, mail and two emails and yet they still refuse to cancel the membershipSee a copy of my membership agreement that is attachedThis complaint also suffices as written noticeBelow are copies of at least one email that was sent:
*** *** 3/05/16
To: [email protected] Cc: *** ***, Vanessa ***, lv***@gmail.com
Planet Fitness,
I *** *** am giving you written notice per delivery of this document that I am cancelling my membershipYou no longer have authorization to charge my debit card, credit card, or bank account for any chargesYou are obligated to cancel this membership immediately upon receipt of this email.
This includes all locations but specifically pertains to the location at West Palm BlvdRound Rock, Tx Below is a copy of the conditions in the contract for cancellation The language in the contract requires written notificationThis email is written notificationAll information for this account and that I am the account holder is belowYou have proof that this is the account holder that this email originates from the email address on file and the same email that the contract was communicated to• 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 mail. Any monthly membership can be cancelled upon 30 days written notice. All account and billing changes must be made on or before the 10th of each month. You cannot prepay your monthly dues*** ***
Formerly at:
Promenade CrtRound Rock, tx Membership # ***
Date: 3/5/Phone: ***
0r
***
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and I appreciate that Planet Fitness finally cancelled my membershipHowever, is there an extremely slim chance that employees at this location did not receive my letter? YesBut I don't believe that is what happenedMaybe this manager is lying, maybe not, but from what I saw, this company doesn't actually care about customer satisfactionRather, you can tell from all of the complaints to Planet Fitnesses across the country that the company purposely makes cancelling difficult to keep members paying extra money during the dispute processTake my advice and complain to the Revdex.com to get these scam artists to cancel your membership when you decide to cancelIf not, they will continue taking money out of your account despite letters and calls.
Regards,
*** ***

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,
*** ***

Complaint: ***
I am rejecting this response because:
The contract that *** *** COO of Planet Fitness provided is not the same as the one that I haveHe is showing a revised contract that is not signedPlease provide a copy of a signed contract or agreement *** *** COO of Planet FitnessThe wording in the contract that I provided is below and can be referenced in the previous attachment• 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 mail.
The wording says preferably not requiredOnce again that is preferablyPreferably is not a legal obligationOnce again I would like *** *** to provide a signed contractAny further charges are not authorizedYou have received notice by mail, twice by email, and now through an intermediary the Revdex.com*** *** cannot provide a signed contract nor can *** *** explain why the contracts are differentNor can *** *** explain the wording preferablyHowever, *** *** insists to draft charges when the customer has adamantly requested through multiple outlets to cancel a membershipThe email was sent to another email addressAlso know that I spoke to a customer service agent on the phone and he admitted that this is a terrible business practiceHe said that he has brought it up in meetingsHe said that it is only a policy to take advantage of customers by making cancellation as complicated as possibleHopefully you record your calls for quality assurance purposesthe call was placed on Saturday 3/5/I am sure you can ask your employees and find out who spoke to Mr*** on 3/5/2016.
mailed letter
emails
Revdex.com mediation
Phone call that an employee admitted it was a horrible business practice
Regards,
*** ***

I am one of the Regional Managers for Planet Fitness in the Greater Philadelphia AreaI am the Regional Manager that oversees our Planet Fitness Valley Forge location that received the complaint, I just wanted to take a few minutes of your time to respond to the complaint.When the complaint was
received we began a formal investigation into the matter, We reviewed our member check in historyWe do not have a record of this specific member checking into our location on the day in question, Sunday, February 7, The next record we reviewed was our tanning log in historyThis log shows all members that signed in for tanning at the location during the dayThe tanning log for Sunday, February 7, did not have this specific members name on it, The final record review we performed was at this member's request and it was our camera footageThe camera footage on Sunday, February 7, did not show any suspicious activity.The final step that was taken was an interview with our Club ManagerThe Club Manager stated that he does remember this specific complaint and member, The Club Manager was not dismissive in this matter as this specific member claimed, He followed the same procedures as listed above and could not find anything to support this member's claim, it is our policy not to release any personal information of any of our members to another memberWhile the tanning log was placed at the front desk to allow the members to walk up and sign in for the service, it is not meant for this specific member to try to copy other member's personal informationWhen this specific member came into the club to speak to our Club Manager she was offered to fill out an incident report to log there was an alleged theftThis specific member declined to fill out the reportHad this member chosen to fill out the incident report we then would have asked her to fill out a police report to log the alleged theftOnce the police would have been involved we would have fully cooperated with any investigation.For the reasons stated above we have come to the determination that all company policies and procedures were followed properly by our Club Manager, While we are sympathetic to the alleged loss of personal property Planet Fitness is not responsible.Thank you for your time!Planet Fitness Regional Manager