Planet Fitness

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/

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