Planet Fitness

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

I have looked into members account, and yes his membership is not cancelled. We 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 calls. We do however take letters in the mail, also something that is...

in the contract and was explained to him. As a courtesy I have cancelled his membership even though I do not have any written notice from him. As far as a reimbursement, there is nothing to reinburse as the membership was never cancelled. When a member moves they are free to transfer their membership as we are the fastest growing gym chain in the nation with over 1100 locations nation wide. The member had a no contract membership so his cancellation would not have taken more than 2 minutes to process. I understand people move but they dont move from one day to the next as we have plenty of members that cancel due to relocation. Nonetheless, 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.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hello, To file a ticket or reach out to our customer service team, please email us at [redacted] or talk to us directly via Live Chat located on our website. Thanks,Cosplay Shopper Customer Service team

[redacted], a members father called and tried to cancel over the phone, and also requested a refund for the annual fee. I told him we don’t process cancellations over the phone. The way we process cancellations are either in person or via certified mail, and to avoid the annual fee he would’ve needed...

the membership cancelled by the 25th of the previous month. The members annual fee date is on 2-1-18, and her membership is month to month membership. On the fourth line of our agreements it states " Your Annual Membership fee will be billed to your account below on or around the 1st beginning on 02/01/2017 for $39.00 plus applicable taxes and will continue to be billed on or around the anniversary of that date each year thereafter until you cancel in accordance with the terms of the agreement."

Date: Wed, May 11, 2016 at 3:28 PMSubject: 11411633To: [redacted]@cleveland.Revdex.com.org
Hi [redacted] - This email is in response to case [redacted]. I have attached a copy of [redacted]'s agreement. Please notice his initials next to our cancellation policy. He is still and active member at the Parma...

OH location, not Brook Park OH and we do not have any form of cancellation on file for him. We would be happy to cancel [redacted]'s membership as soon as we receive a certified letter since he now lives out of state. 
Please let me know if you need any further information.
Thank you!
Mark A. C[redacted]

Thank you for your time in reviewing this matter
" line-height: 19.6959991455078px;"> We have reviewed the information in Mr[redacted] complaint. Planet Fitness does not take any complaint lightly. We have communicated with the staff at the West Green Bay location in order to better understand the situation We have attached the agreement and cancellation of the member in question As the agreement states, there was an initial start up cost of $on the 31st of January Beginning on February 17th the account was to be billed $per month In June there was an annual fee of $billed on the 1st of the month and the monthly dues billed on the 17th
As the agreement also states, any cancellations must be made on or before the 10th of the month in order to avoid being billed that same month This explains the bill of monthly dues in June
If Mr[redacted] can produce a bank statement that shows his account was double billed and/or billed in July and August we will gladly refund him any money owed We apologize for any and all inconvenience that this may have caused, but are confident that any problems will be resolved. Should you need any further information, please let me know. [redacted]Operations Manager - Planet Fitness

To whom it may concern,In response to complaint ID [redacted] submitted on 12/2/2017 by [redacted]. Our teams are all trained to go over the membership offers prior to the member signing any agreement. At the time the member signs the agreement, we again confirm understanding. [redacted]'s...

agreement had a $39.00 startup and a $39.00 annual rate lock guarantee to be withdrawn on December 1st of each year. This agreement also has $58.00 buyout fee if cancelled prior to 12 monthly payments being withdrawn.The information delivered over the phone by Liz was all correct. However, she did not conduct herself up to our standards when [redacted] showed frustrations about her agreement. [redacted] was upset, and Liz did not follow our best practices and use her best judgement. Liz has been counseled internally.General Manager of the Washington PA Planet Fitness has reached out to [redacted] and apologized and explained that the information Liz passed along was correct, but her delivery was unacceptable. We have refunded [redacted]'s $39.00 annual and explained to her that this will be coming out on or around December 1st each year. [redacted] was pleased with our resolution and has a better understanding of her agreement with Planet Fitness Washington PA.Please let me know how I can be of any further assistance in this matter.Sincerely, Andrew T[redacted]Pennsylvania Regional Manager

Dear [redacted],I'm emailing on behalf of Planet Fitness in Malvern and a complaint you received from [redacted]. As he stated he did want to transfer his membership from our location to the Planet Fitness in South Philly. The way our transfer process works is that a member would go to the...

member services page on our website and select the location he wants to transfer from and to but due to recently getting a new website layout the online process has been sporadic and since we have allow members to do a "manual transfer" to locations. The manual transfer process include the member going into their new location, talking to the staff there who then contacts us and informs us that they are transferring. From there we cancel their membership and fax the form to the new location so they can sign up the member and waive any initiation fees. As stated by [redacted], he did go into South Philly to transfer his membership sometime in March 2015. While there he signed up and to the best of our knowledge they had waived any initiation fees. The problem occurred because we were not informed of this by [redacted] or the new location causing him to have 2 open memberships that he was being billed from.On June 2nd, [redacted] called our location and informed me (Scott A[redacted] Assistant GM) that he had been billed from our location. After unsuccessfully searching his file for a cancellation form, he informed us of the situation stated above. He informed me that he wished to be cancelled at which point Stated the cancelling process which is in our agreement where he initialed that requires a member wishing to cancel to either come into the club in person or to send the club a letter certified mail. He wanted his membership cancelled immediately and was unable to come into the club so given the situation of the double billing and the confusion or lack of communication from the transferring process I did him a favor and asked that he email me his wish to cancel and that his email would count as a certified letter so that I could attach the document to his file. He was then cancelled in our system on June 3rd, 2015. I also discussed with him that we would refund him his money from our location as again a favor even though he did not properly cancel with us or transfer his membership. That refund was for 3 Months he was billed at both locations, $19.99/month totaling 59.97. The refund proposal was completed on June 3rd and faxed to our owners on the following Monday, June 8th.As of that conversation on June 3rd, we had helped [redacted] resolve the issue and problems that occurred, both of which [redacted] said he was pleased with. I contacted [redacted] after receiving this notice to again confirm and update him on the resolution we had discussed on June 3rd.If you have any further questions or would like to contact me my information is below. Thanks for your time.Scott A (Assistant GM)Planet Fitness Malvern###-###-####www.planetfitness.com

Dear...

Sir/Madam:                                   ...⇄   The complaint we received was in regards to billing issues for one of our members, [redacted] [redacted]. Ms. [redacted] spoke to Club Manager and was given an explanation regarding our forgiveness letter. As a courtesy to Ms. [redacted] we will honor the letter despite the expiration date on it, she was informed that her balance will be zeroed and she will no longer owe any money. Ms. [redacted] has informed the Club Manager that wishes to rejoin and will be stopping in sometime this week to create a new membership. If you require any additional information, please give us a call at [redacted]. Thank you! Sincerely,                                                                     ...⇄ [redacted]                                   ...⇄ Planet Fitness                                    �...⇄ Chicago Regional Manager

I am rejecting this response because:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: The response does not address my complaint. I am seeking a refund, based on the manager's interpretation of the contract when I asked him about it. The response only refers to the contract and dismisses my conversation with the manager as "hearsay" and "embellishment." I regret that the business would choose to resort to name-calling, but am not surprised, because this is consistent with the manner in which they have treated me. They have succeeded in turning a satisfied customer into a dissatisfied one. I'm not sure how that's in their interests, but, at any rate, my complaint remains unresolved and I am even angrier than I was before, after reading their response. I have never, ever been treated this way by a vendor of services or products and would like to offer some examples of how businesses can retain customers. I tried to reach [redacted] with a question about an upcoming stay. They only responded two weeks after the date of my stay, and, because they were late, gave me a $50 credit. I flew [redacted] and my flight was delayed. Without my asking, they gave me a $50 credit. I recently contacted [redacted] about a defect in a product I bought nearly a year ago. They immediately offered to replace it, no questions asked. Planet Fitness could - and should - learn from these examples. Goodwill is a precious commodity and they have squandered it.Regards,[redacted]