Planet Fitness

*** *** 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

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

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 belowI do not have the receipt anymore as it has been almost six months since I had sent it to themThey will have to come up with another way of handling this complaint
Regards,
*** ***

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

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

The consumers membership was canceled on March 23, The company would like to see the signature on the certified letter receipt and will refund all money due provided the letter was signed by a Planet Fitness Representative The mail is not delivered directly to the Planet Fitness
All mail is directed to one central location and then distributed to all stores in the mall

Hey ***,I hope your new location in ** is treating you well !! The summers won't be as hot as Yuma of course.The *** group has not gotten to open a PF location yet near *** This type of situation has come up before And normally a member then just sends us a letter via
certified mail with a letter and copy enclosed so we can process a cancellation same day.If you can reply to this email with a scan of your current proof of address we can take care of that cancellation for you as you requested (your new ** ID with current address) This will waive the $buyout fee normally associated with an early cancellation prior to the month minimum term You could also send an email to the club directly at *** with your info and scanned copy.We can then cancel your membership the same day as requested!!!Hope your new adventures up north continue to enrich your life and we are glad that we could resolve this concern.Thanks,*** ***Regional Manager Planet Fitness

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

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***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint:
I am rejecting this response because: I never belonged to the Dublin locations and I didn't see a signature I opened my Bethel Rd one on Lineso you have a fraud problembut my complaint is you ran as card that I used as a onetime payment and didn't not give permission to use as a payment for monthly or anything else so you kept my debit card on file instead of my checking accounttwo different accountsyou stole money from I did file a complaint with Attorney Generals office for this location and corporate locationand wrote bad review where ever I could and wrote a letter to the Columbus Dispatchyou cant treat people like thisdon't worry I put your Revdex.com response attached to all my complaints
Regards,
*** ***

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,
*** ***

We provided a copy of the member’s original contract to them via email at the time of sign-upAttached is a copy of this agreement that clarifies the monthly dues and the annual fee Sincerely, Planet Fitness New Mexico Management

In the agreement signed by Joshua, it clearly states the accepted forms of cancelThe signature is required by the memberThe membership has been cancelled by staff as of 02/16/The agreement states the member is required to cancel by the 10th of any month in order to avoid the monthly charge withdrawn on the 17th of any monthJoshua will have this charged as he did not cancel his agreement by 02/10/18. Thank you

See attached Doctor Note

I am one of the Regional Managers for Planet Fitness in the Greater Philadelphia AreaI am the Regional Manager that oversees our Planet Fitness Bensalem location that received the complaint, 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, The member who logged the complaint did join our location in December and cancelled their membership in February 2016, The member requested that we refund them all fees charged since they have not been into the facilityUnfortunately, the membership fees do not go by the amount of usage at the club, This member had a 40+ day span where they could have utilized the facility and chose not toThis member, as all members do, signed off on the membership agreement that states billing will continue to take place until the membership has been cancelled either in person at their home club (designated by where the member signs up at) or via certified mail,For the reasons stated above we have come to the determination that all company policies and procedures were followed properly by our Club Manager,Thank you for your time!Planet Fitness Regional Manager

From: Date: Mon, Mar 28, at 11:AMSubject: *** / ***To: ***[email protected] *** - This member has been refunded the requested

June 1, 2017To whom it may concern, This letter is in response to the additional concerns of claim ID# *** and will be our final responseThe membership will not be cancelled unless a $buyout fee is received, for contractual obligations specified in our first responseThe decisions made by the member's former club are of no concern to us and have no latitude in this matterSincerely,Holly H.Planet Fitness Nazareth Management

Membership fee billed on account that has to be closed due to health
Agreement Number: XXXXXXXXX
Barcode: XXXXXXXXXXX
I recently needed emergency surgery in August (docs were provided to business) I was instructed by my doctor to not be physically active for a few months, pending further review Because of this I was unable to utilize Planet Fitness's services
Before I was able to cancel services, they billed my membership fee on 9/ When I canceled I was advised they were unable to refund it as it had already been billed They confirmed if it was canceled before 9/it would have not billed
I was not anticipating this fee to bill, as the initial information was not clear when this would occur, plus the stress of the emergency surgery Even if I was aware of it, I was unable to go in and cancel prior to 9/as I was recovering at home

To whom it may concern,
This is a response to the complaint with the ID ***
"">The Customer is Correct in stating that we require all new members to use their checking or savings account as their primary method of payment for their membership feesDuring the joining process We do ask for a credit card or debit card to use for the initiation feeThis card is saved as backup billing informationIf there is an issue with the checking or savings account the monthly fee will be charged to the credit cardAll of this is stated in the membership agreement that each member agrees to upon joining at our locationIt is true that in the past we did allow new members to use their credit or debit card as their primary payment informationOur franchisee changed its policy regarding what type of billing information is accepted and this policy is followed by all of our franchise locationsWe do require that our members give us the permission to contact them, primarily used to let members know if there is a problem with the billing information on file or if there is an outstanding balance on the accountSincerely,
Brad E*** (General Manager)
Planet Fitness West Chester
###-###-####
www.planetfitness.com

Complaint: ***I am rejecting this response because:
MrM*** if your going to sit there and say those employees explained anything your lyingThey said sign, initial signIf you really believe your employees are telling people this then why do you have so many angry customers? Why when I called and said I am sending you the letter did you tell me it was too late to stop the charges this month which is another lieYou know this is wrong and no one read over that with me at signing. You need to take responsibility for your employees being poorly trained and I take responsibility for doing business with a shady companyIf I took the time to file multiple complaints what part of that makes you think it's not me cancelling, ask me for my last four social or my birthdateJust be honest this is just another way for you to get to take extra paymentsShady business practicesYou will never get a good word said from myself to anyone ever again instead I will tell them how I was ripped off for over a year and then even worse when I said stopI intend on contacting the owners or someone in the state over fraud because you were told to not take any more funds from my account, I will not go awayYou are wrong in doing this to peopleI have already had multiple messages from others you have done the same wayWe are putting the word out and will continue to do soYou need to change your policy or train your employees properly or you will continue to have angry customers
Will you at least cancel now?
Sincerely,
*** ***