Planet Fitness

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]

Good Afternoon,We have reached out to this member directly and are willing to refund his Annual fee. After hearing this he has decided to remain a member with us. This issue has been resolved. Thank you and have a great day.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
 That was not for the cosplay in question. That was for a second d one I had ordered that you did not have the materials for. The one I am wanting to return and get a refund for is the Virgil from devil may cry 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

If you went into the club and cancelled, you shouldn't have been charged in April billing if the cancellation occured late March. We do not accept cancellations over the phone for privacy reasons. If you have the cancellation document you received please forward it (Scan). We sincerely apologize for...

the inconvience this may have caused! All the best, Planet Fitness Brooklyn Park

Revdex.com:At this time, I have not been contacted by Planet Fitness Glen Cove regarding complaint ID [redacted].Sincerely,[redacted]

-------- Forwarded message ----------From: <[redacted]>Date: Thu, Aug 20, 2015 at 1:03 PMSubject: ID # [redacted]To: [redacted]Hello [redacted],I'm email in regards to a letter we received. We tried to fax our responsebut it seems to bounce back each time. Attached...

is the original letter wereceived as well as our response. The complaint ID # is [redacted]. Thanksagain and apologize for any inconvenience.Scott [redacted] (Assistant GM)Planet Fitness Malvern###-###-####www.planetfitness.com

July 5th
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normal">
Dear Sir/Madam:
The complaint we received was in regards to a cancellation that was
never completed for one of our members, [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 provided
If you require any additional information, please give us a call at ([redacted]Thank you!
Sincerely,
[redacted]
Planet Fitness
Chicago Regional Manager

From: <mark.c[redacted]l2>
Date: Wed, Jan 4, 2017 at 11:43 AMSubject: RE: ID [redacted]To: [redacted]@cleveland.Revdex.com.org
Hi [redacted], I called and left [redacted] a message. Just waiting to hear back to see if we can resolve the issues

spoke with [redacted] concerning the employee who signed him up, [redacted] did express he wished they could have explained to him if he had just waited two days he would not have had an annual fee until October, I comp'dhim two months member dues to help alleviate some of the stress of the situation, [redacted] did...

say he would take down all of the negative reviews he posted concerning the event, and he is extraordinarily satisfied with the fact I reached out so quickly--jpwJason W[redacted]General Manager/Planet Fitness