Planet Fitness

To whom this may concern, Thank you for informing us of the billing complaint at our
Irving location. On March 12, 2016, Mrand Mrs*** were on our premise to update their billing
information, pay their dues and cancel their memberships for themselves and
their
childA staff member updated the billing information for the two adults,
but failed to update the child’s accountPer the members’ request,
we cancelled all three accounts on that day March 12,
A late fee generated on behalf of the child’s accountOn
Saturday, April 9, 2016, the General Manager advised the Assistant Manager to
remove the late fee due to our errorWe reached out to Mr& Mrs
*** and left a voice mail on Saturday advising that the $late
fee has been removed. All that remained was the balance of $for the
monthly dues; however, Mr. *** paid that balance on 4/11/16. Members accounts show $balance and have been cancelled.
Please let us know if you have any further questions or concerns

Mr***,
If you can provide the receipt for the certified letter that you sent your local Planet Fitness, we will be more than willing to refund your membership for this past month and cancel your membership. Unfortunately we do not except phone, fax or emailed cancellations. All cancellations need to be done in person or via certified mail per the terms that you agreed to on your contract. Please let us know if you have any other questions. Have a great day!
Regards,
*** ***

Good afternoon, I apologize for the delay in this response. I have reviewed this issue with the club and it appears the $was refunded to you via our third party billing system. As for the additional $72, we do not refund NSF fees per our policyHowever, the General Manager of
the club can write you a letter explaining the situation to the bank and typically the bank will waive the NSF feesIf you would like for me to have the GM write you an official letter for your bank, please let me knowI apologize for the inconvenience any of this has caused you and for the delay in our response to this message. Thank you,Christine T*** Planet Fitness

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 # ***Please add your rejection comments below. Regards,
*** ***

The regional manager and this member have been in communication about the situation that has taken placeAfter discussing the situation in detail and the reasons that lead to the cancellation, we have agreed to honor your request of refunding your May membership fees. I hope that this outcome
is satisfactory and that if you have any questions or concerns, please reach out to the Regional Manager directly as he will be more than happy to assist you. Thank you, Christine T***

Thank you for the chance to respond to the complaint from Member #*** *** *** I have attached the members original member document/contract that she signed on 10/17/ It clearly states Planet Fitness's cancellation policy as well as early termination buy-out fee
You will notice on this document that *** did sign the cancellation and buy-out fee policy Member stated in the complaint that she had a GOLD membership We only offer a Regular Membership, or a Black Card Membership I am showing she agreed to the Black Card Membership This membership does require a month commitment . This policy states that all cancellation must be done in the home Planet Fitness club by signing the cancellation policy If member is unable to go into their home club, they can send a signed letter by certified mail to their home club It also states if the member is under a month commitment, they will be responsible for a $buy-out fee Then it also states that if there is a past due amount on the account, member will need to pay the past due amount before membership will cancel.I have attached the following: 1: Member agreement/document 2: Members Check in History 3: All notes on the members account.The member has only contacted Planet Fitness once on 3/1/ She sent me (Tammy R***) a email asking me to cancel her membership I replied with our cancellation policy, past due amount owing on her account, and buy-out fee due to her membership being under contract.Through her check in history, you can see she has not stepped foot in the club since 10/22/at 05:P.M Each time a member comes into one of our clubs, their membership is pulled up and they are checked in We do this to show record of when a member has been there even if it is only to talk about their account From these records you can see she did not go into her home club to take care of this matter.The past due amount owing on her account is $*** She has been receiving, letters and emails each month from Planet Fitness asking her to please contact us and take care of her past due amount Planet Fitness has not received a payment from this member since 12/17/ Each month thereafter her payments have declined from her bank.All of our membership are individual memberships therefore, I have no idea who her husband would be She did not mention him in her email that she sent to me on 3/1/2016. If you have any further questions please feel free to contact me Thank you for your time and your help with this member.Thank You,Tammy R***Planet Fitness Member Accounts***@pfutah.com###-###-####

I went into the center in May, and asked my membership be canceled I was told they do not prorate so it would be done June 18th On August 18th I noticed I was charged again and mailed a letter again asking my membership be canceled
My membership is STILL not canceled

Hello, We make every effort to be transparent with our customers around our membership rates and cancelation
policies. Our employees review in detail the methods of cancelation as written in our membership agreements before the prospect joins our facility. We also thoroughly explain 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: Termination of Membership and Monthly Billing: You agree not to cancel your membership during the termAfter the completion of your term, you will continue as a member from month to month at the then current ratesAfter the initial term, you may cancel your membership on the following basis (Due to the Club’s monthly billing cycle, a minimum of thirty (30) days notice from your desired termination date is requiredYou must come to the club and sign a cancellation form or send a written certified letter to the club and surrender your membership card) Sincerely, Planet Fitness Connecticut Management

This is a horrible place of businessI have been trying to cancel my membership since 12/and have finally been able to cancel it after they charged me for my annual duesThey stated that they would not refund the dues or any charges since I attempted to cancel in December of

This situation has been very confusing and frustrating for us We had called her dozens of times over the past years At the number we have on file which matches the number she provided here Voicemail after voicemail, then our staff would receive a call (since we are staffed 24/7)
not during the 8am-8pm manager time for us to call her back, and then we'd leave another voicemail We have time-stamps on all our calls and notes that integrate with our POS system on every call Recently our Operations Specialist Elie E*** was able to get ahold of ***, at the end of the discussion she agreed to send documentation to us so we could process a refund She so far has never sent was she promised she would to us, either my mail or email Instead she produced this Revdex.com complaint This was rather odd, since on the phone we came to an agreement, she failed to hold up her end and retaliated instead It seems more like she lied herself into a corner and is angry at this realization We hope we are mistaken, but have only gotten promises and no action from *** She never processed a cancellation with us, ever Not through certified mail, and not at the club, which are the two ways a cancellation is processed All cancellations are tracked and have receipts with them for proof None the less we processed a cancellation for her without a signature as a courtesy She is cancelled and we waived the entire balance of what she owed us There is no active account for *** ***, and it is a shame she didn't process a cancellation when she claimed she was moving Regarding her additional request for a refund, this was discussed already on the phone She has declined to provide the documentation that was requested that she agreed to do, so we have considered this her declining of the refund also We wish her the best with her life and fitness goals wherever she is now, whether still in Prescott area or any other part of the world that may be

The club *** was a member of was our Dublin, Ohio location, which did close in March of and all members were transferred to our Bethel Road location which is miles from the Dublin location, as shown in Section (Cancellation Rights) (A)(2) it states Planet Fitness will refund you the pro
rata cost of any unused services within days after requestTherefore, if Planet Fitness relocates more than miles from its present location, or the services provided by Planet Fitness are materially impaired The agreement also states that to cancel a membership, the member must provide written notification to the club in person or by mail, preferably certified. In section (Dues, Fees, Charges, & Taxes) (B) will also describe how and if we give a refund.*** was cancelled over the phone as an exception, but still did not provide anything in writing or sign a cancellation form that we do in club.*** Demura will not be receiving a refund as requested.Attached is a copy of ***s agreement

When I signed up they needed a routing code to complete membership, have never even gotten a membership card but continue billing monthly
I went to sign up for membership and was told they would need a routing number from my checking account in order to complete membership, and until I did so I would not be a member They debited my enrollment fee and took all my information and told me to bring back routing number and they would give me a membership card and my t-shirt I contacted corporate and asked about why they needed a routing number and was told if I did not give it that my membership would be cancelled at end of the day period I have been two months since the end of the day period, still have no membership card or t-shirt and the manager refuses to speak to me My mother and I have made numerous visits to gym where they write it in a book and claim she will get back to us, I continue to call and email corporate and nobody will respond I have the copy of email fr

Hello ***,
We apologize for any inconvenience and have looked into the matterAs stated, you cancelled within the terms of the agreement and have the certified tracking/confirmation availableWe have reached out to our billing processor to reverse the chargeA full credit should appear within
7-business days (max)Typically, a reversal goes through within 2-business days. We would also like to extend to you a few month's worth of membership dues in the event you're ever close enough to rejoinPlease revert back to this communication, email us, and we'll take care of the rest! We sincerely hope we've resolved this matter to your satisfaction
Planet Fitness Spokane Valley, WA

*** *** came into our business and paid the buy out fee of $on the date of June 12th in regards to cancel her membershipShe had to pay the $due to an early termination since her month term was not up until January The employee that took her cancellation did not
cancel her membership and she was billed for the month of July and August 2015 to the card on file*** *** was due a refund for those two payments in the amount of $eachI became aware of what happened on August 18th and I immediately canceled her membership and than I called my billing company with *** *** and refunded her the amount of $to her credit card on fileThe date the payment was refunded was August 19th Please tell *** *** to look on her statement and she will see the reversals with our company.She is canceled with us and will no longer see anymore future payments

*** *** join the Gym on 4/25/She paid a prorated amount of $on 4/25/and her first membership payment was due 5/17/for $She enrolled as a Black Card Membership which has a month commitmentIn order to cancel, she would have to pay a buy-out fee of $and would
have to cancel in person or certified mailOur cancellation policy is stated in her membership agreementAs of today, *** *** has not come in person, nor sent in a certified letter with a check for her canceled membershipAs for her Annual Fee, she was told this would be billed on the 2nd month after her join date making her Annual due on June 1, Her credit card was declined and there is a $late feeThese charges are legitimate and she will not be receiving any refund

I am no longer the manager of the Planet Fitness location in Orem, UtahAll future interaction will need to be done through Ashley W*** at [email protected]. Kenny R***

Complaint: ***
I am rejecting this response because: I never spoke to any Planet Fitness e.ployee the way they just accused me ofAlso, according to their own words, I can't bring my account t current as I am in another state. I love the way they just do not have any way to pay for this membershipWhat I am reading is they have ended my membership.bwcause I can't make a paymentI suggest they do not take money out of my account could t, as they just wrote the only remedy is for me to go in to the gym in **myself.Whoever wrote this is an ***
Sincerely,
*** ***

Hi *** Member *** *** came in on August 12th,to cancel his membershipIn his agreement that he signed, it says that you must come into the club by the 10th of the month in order to stop the billing for the upcoming monthYou could also send in a certified letter to our
facility by the 10th of the month to cancel as wellHe came in on the 12th, therefore he will billed for AugustHe is welcome to use the club up until September 16th, because of this payment if he choosesWe send in our billing file on the 10thof the month, so it is impossible to stop any payments after that dayOur agreements clearly states this, and we also notify potential members this as well when they are enrollingThank you, Justin H***General Manager | Penn Hills (T) *** *** *** *** *** *** *** ** ***

In reference to complaint ID ***We at
Planet Fitness understand and are aware of what went on with *** ***, however our files indicate that *** *** did not come into our place of business to cancel in the month of MayWe keep all files on hand and we do not have a cancellation for this member. On the date of November 27th *** *** did come in to cancel, however at that time he had an outstanding balance with us in the amount of $In order to cancel his membership *** *** would have to clear up all outstanding balances, on this date he refused to pay his balance and we could not process his cancelation due to the outstanding balance on his account. We do apologize for his inconvenience and as a courtesy we granted the cancellation for *** *** on todays date of 12/28/For future I hope he is aware that there are terms on his agreement in which he signed off on that all members must follow If there is anything else I can provide for you feel free to reach out to me on this matter

August 5, 2015Enclosed is the membership agreement of the complainant *** ***As you can see she has initialed the cancellation and billing policiesShe also signed the agreement agreeing to comply to all of our policiesThis indicates she attested to be fully aware of the procedures
we followFurthermore, in her complaint she claims to being bedriddenHowever in the notes we have she called and told us she was out of the country(see member notes attached) Two conflicting storys.Bob K.Co-Owner