Planet Fitness

Mr***Thank you for reaching out. I did take a look at your membership which allows only one guest per visit which it states online on the Black Card Benefits portion. You signed up for your membership on 4/21/which is a month agreement, please see attached
document that you agreed to online. You can cancel your membership one of two ways, either in person or by certified mail. If you do cancel your membership prior to the month term, than you are subject to an early termination fee of $58+tax which will need to be collected prior to cancelling your membership.Please let us know if you have any other questions and feel free to reach out to us. Thanks and have a great day!*** ***

I reseated to cancel the service and requested the annual fee and monthly charge be refunded due to not able to use this service
Planet fitness continues to Bill me for monthly fee and annual fee after I told them I can not use their serviceI was billed in the month of JuneThe representative said a lot of customer have made the same complaint and will not get this refundedI asked if it were a class action lawsuite she replied that that would be the way to get a refund

Joined a local club. I was told I had paid all fees and my bill was $10/month plus an annual fee starting next year. Was lied to about fees.
I joined a local planet fitness in***, NC in July. I was told at that time that I would pay a one time initiation and then my bill would be $10/month for 12 months. After that, I would be charged an annual fee along with the $10/month. I saw on the website I have a $39 payment coming up on September 1, and was told that was the annual fee - which is in addition to the fees I just paid. I asked to have the fee waived this year as this was not the arrangement I was promised. The representative refused. I asked for a supervisor (***) who also refused. I was told that there was nothing I could do and that if I wanted to cancel that would be an additional fee. I am happy paying the fees I agreed to, which is $10 a month until next year when I would pay the annual fee in addition to $10/month.

The business installed her system years ago? She is now on a monthly contract? The business never sent her a bill? The business doesn't owe her any money

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

I have looked into members account, and yes his membership is not cancelledWe do not take calls as a notice of cancellation as was explained when the member signed up and on the contract that the member signed.as well as when he callsWe do however take letters in the mail, also something that is
in the contract and was explained to himAs a courtesy I have cancelled his membership even though I do not have any written notice from himAs far as a reimbursement, there is nothing to reinburse as the membership was never cancelledWhen a member moves they are free to transfer their membership as we are the fastest growing gym chain in the nation with over locations nation wideThe member had a no contract membership so his cancellation would not have taken more than minutes to processI understand people move but they dont move from one day to the next as we have plenty of members that cancel due to relocationNonetheless, the member has been canceled with no written notification and he will not see any other charges to his account.**please note** this just serves as a cancellation for his membership, member did not say if any other memberships are being charged out of his account

Complaint: ***
I am rejecting this response because: I paid these months manually online and their app reflects payment accepted (which is what I told Leo)See attached payment history from Planet Fitness' own records - I should not have to submit a sensitive bank record for information already reflecting in a flawed systemAdditionally, the response did not address that I no longer want continued payments taken out, as my one year contract is complete.Payment for April showing "Paid" as of 4/27/17Payment for October dues of $"Paid" 10/12/16Payment for December was "Paid" one month early on November 21, and then the system attempted to again debit my account on 12/17/which is where the failed payment shows
Regards,
*** ***? [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

? Regarding Case ID #***To whom it may concern:After failed attempts to reach.the previous member regarding this situation by phone and message we are following upThe previous member canceled his membership in September of with the reasoning being personalHe states he spoke with
the club manager who is no longer With the company about joining back up without paying a startup fee when cancelingOn his old account there were no notes left stating this so after he talked with the assistant manager in February of he became upset and stormed out of the clubThis previous member never mentioned anything about military at that time or when canceling in which we would have gladly froze his account until returnWe would be glad to have him back at Planet Fitness even if that means waiving his initial startup as our members satisfaction is priority number one.Regards,Jonathan H*** Regional Manager 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.