Planet Fitness

? I am rejecting this response because:
Mr*** response is factually incorrectI never "grabbed" or even touched a staff member? I never swore other than to quote the man who used profanity toward me? My daughter, who was with me, went to speak with Mr*** and he declined to take any written information from herMr*** continues to focus on a distorted and inaccurate report of last few minutes In weeks of failure to provide the service I was paying for.? Every staff member I spoke to during those weeks acknowledged that the 30-minute curcuit was a problemI did sign up and take the class as suggestedThis was the only time I was able to use the circuit as designed and without harassmentThis is clearly documented in my several emails to Mr***.? Not only did Planet Fitness cancel my membership based on the above inaccurate information, but they also cancelled the memberships of two family membersThis was done on the 8th day of a day billing cycle without cause or even prorated reimbursement.? I maintain that I am owed two months of membership fees for all three cancelled memberships.?

Greetings, ? My name is *** ***, General Manager of Planet Fitness Victorville, replying back to the issue that happened with Mrs***On the evening of August 23rd, Mrs*** was exercising in our minute express circuitMrs*** and I had previously talked about her
concerns with the circuit not being followed by the rulesI advocated to her that if she is to be put in a position where people do not follow the rules, speak to our front desk staff and then and there it would be handledI also encouraged her to sign up for the class that our trainer teaches in his minute circuit that way she can complete it thoroughlyOn the evening of that day, Mrs*** was doing the circuit and she then grabbed a staff member about the minute circuit not being followedUpon my staff arriving, they noted that everyone was following the circuit as it was green light at the momentShe then got upset that my staff member did not do his jobAfter times of grabbing my staff, Mrs*** grew angry and started taking action in the circuit in her own handsA member observed the situation and was worried that Mrs*** was going to hurt a staff member by her body languageShe then started cursing out loud to my staffMy staff member then told Mrs*** that she just arrived and she does not know exactly what is going on trying to play peacemakerMrs*** did not care for anything that my staff member had to say and left the premises upsetI then called her the next day to apologize about what happenedShe then kept telling me "WHEN IS THIS GOING TO CHANGE?" I strongly felt she was not satisfied the way the situation was handled and told her by her approval that I can cancel the memberships with no buyout fee's as she felt upsetShe then went on a vocal rampage about how this gym is not being ran right, people breaking rules, and then she told me to cancel her out and proceeded to hang up on meI then honored her request and sent her an email confirmation of all memberships being canceledAttached are statement from two eyewitness staff members and also an eyewitness member? *** *** ? Planet Fitness Club Manager ? *** *** RdVictorville, CA ? ***

Letter Date: 1/2/To Whom It May Concern:This is a response to complaint ***We have refunded the member for their November duesUnfortunately, we can't go into detail about the members actions towards our management teamWe can say that due to their actions over the phone the membership was cancelledYou can close this case.Regards,Retd L*** Director of Operations 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
? Dear Revdex.com ,? Thank you for assisting with this matterAs you can see on my attached file they did in fact take a payment in NovemberAlso I’d like to know what they mean by my actions towards the assistant manager ? I had asked for his supervisor to contact meWhich to this day she or he has not !? ? ?
Regards,
*** ***

Spoke with the Manager, ***, this morning? She told me that she waived all of the late fees that were charged to Ms*** leaving an account balance of *** ? To cancel her member ship Ms*** will have to pay the balance of *** which was the balance prior to the incident
with *** at the location? To cancel she can go to the store directly with a credit card, check or money order for the balance or send a certified letter with notice of cancellation and a check or money order for the balance

I am rejecting this response because it is imposible that another family ? member use my card? I dont know what make you believe thatMy husband doesn't assist to the gym and my kids are all minors? This place has a motto that says "not judgment" but they are doing the contrary? Again if they have picture policy why they didn't ? explain since the beginning?? Please send the phone number for the person who try to call me yesterday? It is not clear in the message

Initial Business Response /* (1000, 10, 2016/04/11) */
The matter was closed on 3-21-16 when the member acknowledged that she had a membership agreement with the club that was valid, and the terms and conditions had been agreed upon. The business offered to waive its rights to the agreement and...

void the contract.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIn addition this was found out by another associate before that for some reason my account was transferred to some location in ColoradoSeems multiple locations have had my account as active at one timeI had previously asked that this be cancelled and to stop withdrawing from my bank account monthly but seems nobody from Planet Fitness has a hold on that processI ask to please insure that this process is handled promptly and more efficiently in the future

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I accept it.

That you for passing along this information.? At Planet Fitness we try hard to provide outstanding customer service and we can hear in this interaction that our valuable member does not feel that we reached that goal.? As a membership establishment we do have policies and practices
designed to enhance our member experiences as well as to provide consistent, excellent service to all of our members.? In this case our specific policy is to have a picture of each of our members who enter the facility so that we can accurately track that the person who owns the membership is the only one with access.? We do this to make sure that all of our guests have a safe environment.? Initially the staff believed that someone other than the member was accessing the facility using her membership card.? The staff believed that it could have possibly been a relative, but were able to know that it was not the member based on the age of the person trying to access the facility.? In this case the picture would have helped us in keeping our goal of keeping our members safe.? We want our members to have an outstanding experience and we do feel it would be appropriate to credit any unused time that our member felt was due to the confusion on the policy.? All we need to do is have the member contact her club and they will further assist her.? We have already tried to reach out using the information provided to the Revdex.com, but have been unsuccessful in connecting.We thank the Revdex.com for helping keep us to have other avenues to engage our members and improve our relationships with them

This person is not/never has been a member of our gym.

I am rejecting this response because: I was told by rep when signing up my payments are due on the 17th of each month. I made my March payment on the 17th and then was charged a late fee on April 13th. I just paid my April 17th payment, called planet fitness and was told that payments are collected "collected near the 10th of the month and after that it goes though a different department," and that I "will be charged another late fee and we can't do anything about it." The contract says that payments are due on the 17th, if I had known they want it 7 days in advanced, I would adjusted the date to pay them accordingly.I want to be reimbursed the late fee for March even though I paid on the correct date, (which they took out in April 13th) as well as the late fee they will take out again for my April 17th payment. After those two reimbursements are sent to my card, I would like to close my account so that my April payment is the last one and I will not accrue any more fees. I'd also like in writing that account is closed and I won't receive any more fees after my April payment.

Hello, Thanks for the message. First we are sorry that you are not fully satisfied with your purchase. We've looked into your case for you and didn't find any problems on our end. (Kigurumi pajamas always come loose and fluffy). However the customer satisfaction is everything for us. If...

for any reason you are not completely satisfied with your purchase from [redacted], you may return it within 7 days for a refund. For more info regarding our return policy, please visit: [redacted]
 Thank you!

Dear Sir/Madam:   After further investigation, it was found that Mr. [redacted] transferred his membership to our Evanston, IL location in April 2016. Despite frequent usage of the club, as shown by our usage report, by Mr. [redacted], as a courtesy was granted a full refund of $119.20....

 Any further refund will need to be given by the Columbus Club as each Planet Fitness is an independently owned and operated and Planet Fitness Evanston cannot refund more than it collected from Mr. [redacted].  Again Planet Fitness Evanston is unable to refund any payments in excess of what Planet Fitness Evanston collected from Mr. [redacted]’s credit card. Mr. [redacted] was informed on September 15, 2016 that his refund was submitted on September 14, 2016 and will take 3-5 business days to reflect on his account.   If you require any additional information, please give us a call at ([redacted]. Thank you!   Sincerely,                                                                             ...⇄ [redacted]                                         ...⇄ Planet Fitness                                         ...⇄ Chicago Regional Manager

------- Forwarded message ----------From:
"">Revdex.com of Metro Washington DCDate: Thu, Oct 23, at 1:PMSubject: Fwd: Complaint Response: Revdex.com Complaint ID Number [redacted] and [redacted]To: [redacted]>
---------- Forwarded message ----------
From:
Date: Thu, Oct 23, at 10:AM
Subject: Complaint Response: Revdex.com Complaint ID Number [redacted] and [redacted]
To: [email protected]
Please find attached the official response of Planet Fitness of [redacted], PA to complaints number [redacted] and number [redacted]. These complaints, filed by members of our facility on 9/25/14, have each been resolved

Good afternoon, Thank you for reaching out in regards to this member’s account. We do apologize about the confusion, and inconvenience in cancelling their membership. The membership was started on 4.26.2017, and had a 12-month commitment. Anytime a membership is cancelled before the commitment...

ends, we do require a $58 buyout fee. We do not charge any of the remaining months of the commitment in addition to the buyout. The buyout fee can be paid for, and signed off in person or via certified mail. We do understand that the member has been unable to visit our location. The membership that was purchased does provide the member with access to all of our locations. Our facilities are also open 24-7, and our staff has ability to cancel the membership at any time during our business hours. Our memberships rates are also not based on usage which means that we do not take usage into consideration when it is time to cancel. We also don’t cancel memberships without a buyout fee if one is owed. We would be more than happy to supply the member with a copy of their agreement if they would like to review the terms that they originally agreed to. If there are additional questions or concerns, please do not hesitate to reach out. Thank you for your time, and have a great day.

July 5th
"margin-bottom:0in;margin-bottom:.0001pt;line-height:
normal">Dear Sir/Madam:
The complaint we received was in regards to a cancellation that was
never completed for one of our members, [redacted]Ms[redacted] was
contacted by The Regional manager on July 5th regarding the
cancelation and its policyWhen the member would have cancelled her account via
certified mail she would have also received a receipt of the certification to
verify said cancelationMs[redacted] has yet to respond regarding whether or not
she can provide a receipt of the certificationAt this point she was notified
her account would be refunded if the correct documentation from the cancelation
is providedIf you require any additional information, please give us a call at ([redacted]Thank you! Sincerely, [redacted] Planet Fitness Chicago Regional Manager

Hello, [redacted] was an active member with us and his payment for the month of November came back declined. We sent letters to their home and also sent automated phone calls in order to get the account cleared up. [redacted] mother called in very upset about the balance letter and all I told her was her...

sons act was over due and that I could not waive the $10.00 service fee because of how far overdue it was (19 days past due). The only info given was the info she already had on the letter that she called in about. [redacted] was extremely rude to me and threated me that she was going to trash my name all over the internet which is a defamation of my character all because I wouldn't waive the late fee which is clearly posted on his membership. As in the status of [redacted] account I recieved the letter of cancel and the past due payment and he is now cancled with planet fitness- Thank You, Nicole

Hello,    My name is Andrea M[redacted] I am the General Manager here at Planet Fitness. I apologize for not responding sooner. After I read the complaint I went into Ms. [redacted] account and started to look at why there is a balance being shown. There is in fact a balance of $73.89....

I have highlighted and attached statements from our end showing those months that were paid and those that were not. The annual fee with tax came to $42.24 on 1 Oct 2016, only $21.65 of that balance was paid so a remaining $20.59 is on the account for the annual fee. On the 17th of Dec 2016 the monthly fee of $21.65 did not go through due to insufficient funds. A $10.00 late fee was added on 2 Jan 2017 for Decembers balance. On the 17th of April 2017 the monthly fee of $21.65 did not go through again due to insufficient funds. Ms [redacted] total comes to $73.89. We will be more than happy to waive the $10 late fee if the total balance is paid off in full. If 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[redacted]

To Whom It May Concern: This communication is in response to a complaint under case ID #[redacted].   The two memberships in question belong to [redacted]’s husband, [redacted] (#[redacted] and son [redacted] (#[redacted]. In the complaint [redacted] does not mention a specific cancellation date but states...

that both memberships in question were cancelled nearly two years ago putting the cancellation date around September 2014. However, [redacted] used his membership on a regular basis up through March 8, 2015 which undermines the cancellation date stated in the complaint by nearly six months. Moreover, [redacted]’s account has multiple notes on it expressing the fact that [redacted] was aware his membership was not cancelled and had a past due balance several months after the stated cancellation date. On 12/2/2015, [redacted] was informed by a staff member of Planet Fitness’s cancellation policy. On 1/8/2016, [redacted] was informed of the past due balance on his account by management. On 2/12/2016, a voicemail was left for [redacted] informing him a second time about the past due balance on his account.   According to the Planet Fitness membership agreements signed by [redacted] and [redacted], cancellation of a Planet Fitness membership requires written notification from the member to ensure that both Planet Fitness and the member have documentation of the completed cancellation. We had no cancellation documentation on file for either account in question and no documentation has been produced by [redacted] or [redacted].   [redacted] had a past due balance of $40 on his account. On 9/2/2016, [redacted] came in to address his membership. [redacted] informed me that it was possible he never came in to cancel his or his son’s membership so he wanted to get everything resolved at that time. As a courtesy I waived $10 of his past due balance, he paid $30 and we both signed off on the cancellation document to close out his account. Next we pulled up his son [redacted]’s account to cancel it as well. [redacted]’s account has a past due balance of $89.00 which [redacted] was unable to pay without consulting his wife. I never heard back from [redacted] or [redacted] and as a result, [redacted]’s membership is still active and will continue being billed until it is cancelled. The two memberships in question had different past due balances because the accounts were set up using different forms of payment.   Sincerely,   Benjamin M** – General Manager Planet Fitness – Lafayette, IN