Planet Fitness

Revdex.com:
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
Regards,
*** ***

*** *** signed up online for a membership on 4/4/When signing up online, it is the members’ responsibility to review the agreement and its policiesOur policy on guests is they can be 13-with a parent or legal guardian present during the workout16-can come as guests as long as a
parent or legal guardian signs a waiver on their first visitThe membership *** *** signed up for had a month agreement, if cancelling prior to the original months a buyout fee for $plus tax would be requiredOur cancellation policy states “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..” We ask for the letters to be certified so the member can track it’s arrival and receive confirmation that a staff member signed for the letter and there is a receipt as proof the letter was sent to the correct address and is dated We had reached out to *** *** directly and resolved the situation with herWe advised of the policy for future reference and have rectified to her satisfaction

*** *** has complained about our air conditioners and air quality of this location multiple times on our Social media sites over the past several weeks. Additionally she has reached out to our Corporate office regarding these complaints about the air conditioning
units at this location. Myself, Chris S*** Regional Manager, and our General Manager have attempted to contact this member on multiple occasions and she will not communicate with us. At one point, she replied to our Social Media account she had no desire to talk to us, we don't need her permission to turn on our air conditioning units. The air conditioning units in our facilities are kept around degrees. I did include a picture of one of the thermostats as a sample. At Planet Fitness we are home of the Judgement free zone. We strive to be a place where everyone can feel comfortable and at ease, no matter what their fitness goals may be. We take pride in our customer service and cleanliness and strive to provide an environment that is free from intimidation. On Sunday Sept 11,2016, *** approached our front desk employees yelling profanities and making a threat against our Manager stating, "I hate this place, I'm sick and tired of you guys, especially your manager, she needs to be shot and fired". We have statements from the front desk employee and Manager stating they are fearful of this member and for that reason *** *** has been cancelled and is no longer allowed at any Planet Fitness. Please feel free to contact us if you have any questions regarding this member, her complaints, or our response. Thank you Tell us why here

MY COMPLAINT IS NOT AGAINST THE CONWAY LOCATION IT IS THE LITTLE ROCK, AR LOCATION ON MARKUM!
I COULD NOT FIND THERE ADDRESS HERE
Tonight I left the gym around 9:40pm tonight I watched the women talking and them looking at me without any type of acknowledgement Every time I have left someone is always saying Good night or something to acknowledge me This time The Manger, the Trainer and another employee watched me walk out And NO they did not say anything! Not happy with customer service!
I have turned my customers and friends to join Planet Fitness to join Planet Fitness
I do not make any trouble I go in and I go out

We have reviewed the clients complaint and have gone over the issueWhen signing up, it does state in the client’s online agreement these charges will apply and when they are billed for themWe apologize for any confusion, and it is our hope that this solves Ms***’s issue. If you have
any questions, please let me know. *** ***E-Services Manager | Sun Tan City *** *** ***
*** ** ***

To Whom It May Concern:This is a response to complaint *** concerning customer *** * ***Mr*** states that he tried to cancel his membership over the phonePer his signed membership agreement, it states there are only two ways to cancel a membership: coming into the
location and filling out a cancellation form or sending a certified letter to the clubAlso, per the membership agreement, we can do a medical freeze with proper documentation presentedWhen Mr*** called in, our Assistant Manager reiterated the policy to him, and froze his agreement for one month to give him time to come into the club or have a family member bring in the medical documentationMr*** was not satisfied with the options given, which again are stated in his signed agreement, and did not come into the club or send a letter like requested which is why he was billed for NovemberHowever, the November dues were never collected because they were returned by his bankFinally, due to Mr***'s actions towards our Assistant Manager over the phone, we have cancelled his membership at the club on 11/30/2017.If there is anything else you may need, please iet us know.Regards,Reid L*** Director of Operations Planet Fitness

This complaint was filed by the members motherMember signed up 2/16/online paying $to join as we were running a national promotion at this timeOn 2/17/member was sent an email that stated that the billing information was needed to be presented in the clubMember did not enter the
club until 2/28/when he provided his ID and was fully explained that he needed to present the credit card used to sign up online (which paid the start up fee) as well as the checking information (which was used for the monthly billing)Member stated that he understood and would have his mother come inThe member only came into the club on that one dayMembers mother called and spoke with Greg the manager that explained that the process took only a few minutes and could be done at any time Sunday through Saturday when the club was open (M-F 5am - 10pm and S-S 7am to 7pm)This was too inconvenient for the members motherMembers mother was also made extremely aware of the fact that her son (the actual member) could continue to use the the club but we did need verification of the billing informationTo compound the fact, the checking information was entered incorrectly online causing the payment to not go through and a late fee to be appliedThe payment was taken from the credit card onlineThe members mother was explained that the checking information was necessary because whoever entered the information in online did so incorrectly as we had the wrong account information in our systemThe son was never denied entry into the club and in fact only came in one timeMembers mother was fully explained the policies by the club manager however she did not agree with itShe also stated that she wanted the membership cancelled which was offered to do as a courtesy over the phoneMembers mother did not agree to that and demanded to speak with someone higher in the companyThe Regional Manager reached out to the members mother and was again explained our policies and once again informed that her son was not being denied access to the clubShe did not agree to the terms so as a courtesy member was cancelled out over the phone and a refund was issuedA refund of $was issued for the only month that the member was charged and all service fees were waived

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory, but I do not wish to pursue it any further
It is a shame that out of the FOUR times I contacted the establishment, they only reference 10/ I also contacted them on 10/3, visited them on 10/1, and called them to inquire about cancelling on 9/(which also appears to be the day before I was required to cancel to not have to pay for a year membership) Again, had the representative I spoke with had better training, they would have told me that I had until the 25th to cancel, not the 10th I understand that they were just considering the monthly fee, but if yearly fees were due on 10/1, and there was a 9/date for cancellation, they should have been trained to inform their clients about this date as well
That being said, word of mouth and social media do far more damage to an establishment's reputation, and I will continue to utilize those avenues to inform current and potential clients of this situation, if for nothing else, to warn them of the deadlines that the establishment does not think they should mention when a client calls in to inquire about them
Regards,
*** ***

Hello,I'd like to make a correction to my complaintI stated that I sent a cancellation letter to the location on November of last year- that was meant to be November of My apologies, I am still adjusting to the new yearI do not want Planet Fitness to get the dates confusedThank you for
your assistance.Best,*** *** **

I joined Planet Fitess in Victorville, CA about two months ago, expressly for the "30-minute circuit" workout that was offered as available at any time with membershipI quickly discovered that I was one of the only members who used this circuit as designedOther club members did not use the weight machines in the circuit area according to the posted policy, and through comments and/or refusing to move when I asked, hassled me and impeded my workoutsMy husband and I each spoke directly with the manager, *** ***, at least twiceI sent multiple emails to the "corporate" email address he gave usI never received a response, or even confirmation that the emails had been receivedAlthough Mr*** claimed he was training his staff to monitor and enforce appropriate use of the circuit area, very little changedOn Aug 23rd, my daughter joined me to complete the 30-minute workoutto people were in the circuit, NOT doing the circuit One couple physically blocked our progr

The member joined the gym in December of 2013, entering into an agreement for $a month and $39/yrThe member had visited the club times, and has been reached out to on occasions for customer service related issues which resulted in unanswered voicemailsPer the agreement, the membership
can be cancelled in person, if not in person then a certified letter would have sufficedAt this time no refund will be issued but the membership has been cancelled to stop any further billingThank you,Planet Fitness Norwood

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 Mr*** 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

Back in Novemeber I had asked to cancelI was told by one of the PF staff that I need an doctor's noteI have not been using this facility for several months On July I had went into Planet Fitness Danville KY to cancel my membership and to give them proof of my doctor statement that I had been ill for the last monthsI had asked the manager *** that I would like to be re-imbursed for the months plus the extra fee they took out of my bank account for their equipmentsShe said I won't get any money backI had asked her for the Headquarters phone numberaddressShe didnt like thatShe then took her sweet ol' time looking for itI finally got fed up with her stalling and told her never mind that I would look it up onlineSo tell me is Planet Fitness in the business of ripping people off I will never go back and I will be let it be known to everyone I come in contact with about this establishment.ProductOrService gym servicesOrderNumber

Hello, I have attached a copy of *** *** and her daughter’s membership agreement with Planet FitnessI have also attached all communication regarding this issue. I would like to specifically highlight the cancellation procedure outlined in both *** *** and her daughter’s agreements.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 effectIn order to cancel your membership prior to the billing of the Annual Membership Fee, the club requires written notice delivered as described above no later than the 25th of the month before such billingThe Annual Membership Fee is fully earned when received and is non-refundable. We do not have record of *** *** reasonable attempt to cancel her membershipShe did not state in her complaint that she signed cancellation paperwork that would cancel her membership and stop further billing on her final visit to the club. All cancellations are done when the member either signs an electronic cancellation form or the member signs a physical copy of the cancellation for their recordsI have asked *** *** to provide a copy of the cancellation, which she would have received on her final day in the club and she has not.As for the alleged fraudulent charges, *** *** agreement states:Your Monthly Membership Fee will be billed to the account below on or around the 17th beginning on ___06/17/2017___ for $_10.60__ per month until you cancel in accordance with this agreement.An Annual Membership Fee will be billed to your account below on or around the 1st beginning on ___08/01/2017___ for $__41.34__ and will continue to be billed on or around the anniversary of that date each year thereafter until you cancel in accordance with this agreement. *** has not been assessed any charges that we not outlined in both her and her daughter’s agreement with Planet Fitness.*** *** and her daughter have not taken the proper steps to cancel her membership and is now seeking reimbursementRefunds will not be granted if cancellation documentation cannot be provided for the date in question. Thank you, ***

I haven't been to the location in over a year, months ago I asked to cancel all accounts and today I've been charged for a service I don't use and the company has refused to refund methe staff was not helpful and not informed enough to assist methe general manager was not available and no one was willing to provide me with the proper contact information to rectify this problem and it needs to be solved

Initial Business Response /* (1000, 6, 2016/02/29) */
In regards to case #***, ***'s membership has been cancelled after the letter from the Revdex.com was receivedThis was the first time this matter has been brought to Planet Fitness Roseville's management attention
If any further
information is needed from Planet Fitness Roseville please let me know
Thank you and make today great,

I am going to refer this to our Regional Manager for this area. I will need to discern which of our three Syracuse locations has this person as a member.I will have a response within a day or two.Diane

We switched over to checking information about years agoFor anybody that had credit card or debit card information on file, we did not make anybody switch overOnly if they were a new member or had some type of issue with their cardWith ***' card we tried to bill for the month of
March and for some reason it got declined a couple of timesWe did not bill him for months nor did we collect any money from *** came into the gym around 1pm on 6/**/I did speak to him and we did cancel his membership upon requestHe was not charged for the past months due or for the month of June

I am rejecting this response because: The Manager did offer me the $he did not indicate how he came out with these figures he wanted me to sign the piece of paperI did not want to sign this because I thought Planet Fitness owed me more moneyI did not call the Manager or the Staff StupidI said they will hear from meI agree with $8.06, but I do not agree with $Fee and the $Bank FeePlanet Fitness broke my contract and they are making this my faultI had to call my bank to stop paymentPlanet Fitness never sent me an email or conformation note that I had been cancelledThe manager verbally said to me I was cancelledI did not know if Planet Fitness was going to take the $out of the checking for the month of January 19, I did not want to take a chance for Planet Fitness to take a payment that I had been cancelledI feel Planet Fitness is blaming for me for this incident

I spoke to someone from the business on 05/22/and they said that they would close my account, waive the buyout fee, and not charge me againWell low and behold, I was charged again on 06/02/