Planet Fitness

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:

It is NOT TRUE that they ask no questions regarding returns w/in 7 days.  I asked to return the boots for a refund THE DAY AFTER I RECEIVED THEM.   They asked me for pictures of the product and then they gave me the address where to ship them but DID NOT OFFER TO PAY FOR THE RETURN SHIPPING even though THERE WERE MISTAKES IN THE PRODUCTION.  I told them on 7/**/14 that:  1) The shoe was separate from the leg and this was not indicated on the website, 2) The leg portions slid down the legs as if they were slouched socks, 3) They were a lighter brown than shown on the website.  I returned the boots unworn and in the exact condition as I received them.  It is also A LIE that they have been working hard trying to resolve this issue.  To repeat:  I have tried e-mailing ([redacted]) repeatedly  and they just keep telling me they will look into it.  I have left numerous messages on the phone (###-###-####) but no one ever calls me back.Below are the e-mail transcripts:[redacted]
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In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

It has been confirmed that after a discussion with our former GM at this location on 2.23, Mr. [redacted] refused to sign a cancellation form for his membership complying with our standard protocol. After he submitted the original complaint, we went out of our way to cancel his membership out completely for him as a courtesy. This has been confirmed to have been completed as of 3.9.18. If Mr. [redacted] could please explain what he was still charged for that would greatly help us in expediting the refund he is asking for. Thank you. Bobby [redacted]Director of Operations, Planet FitnessJEG-FIT/JEG-VIPER/JEG-MEX OPERATIONS LLCBobby.[redacted]@planetfitness.com[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have the following to add:Ultimately, this has been resolved.  We received and deposited the refund check which is all I was asking for.  However, I must clarify a few details from the business response.  First, my daughter and I joined last July so I’m not understanding how using her bank account is now an issue.  We always knew that she needed to be accompanied by an adult and she always has been but she will, in fact, be canceling her membership at this point.  Most importantly, though, only once in recent weeks has someone attempted to call me back.  It was on Sunday, April 30th at 6:10am and there was no message left. There were no emails sent either. Not sure who was leaving all these notes on our membership accounts.  On the other hand, I called numerous times and rarely was there someone available to address this issue.  It should come as no surprise that I had contacted Revdex.com since I expressed that I was going to if the money was not returned. It was taken out on March 1.  I contacted for the first time on March 10th.  The check was not received until May 16th.  Seems excessive for $30.99.Regards,
[redacted]

Initial Business Response /* (1000, 16, 2017/02/27) */
[redacted]Document Attached[redacted]
Thank you for forwarding this complaint, we apologize to the past member for the confusion around her membership payments. We have been in business for over 20 years and take any complaint very seriously. We have...

competed a full investigation and offer the following comments:
The past member enrolled on 4-15-16, the terms and policies of the agreement are clearly outlined. I have attached a copy of the agreement for your review. Beginning October 2015 the past member did not make the agreed monthly dues payment. As of the date of the complaint the past member filed she owed and was in default of the agreement for a total of [redacted] I have attached a copy of the invoice history for your review.
During our last contact with the past member and in an effort of good faith we offered to reduce the past due amount to [redacted] she declined.
After reviewing the agreement, invoice history and past account notes we are happy to close the account as she has requested after receiving the past due reduced amount of [redacted]

Initial Business Response /* (1000, 5, 2016/02/12) */
This Consumer has tried in the past to bring in two guests and I told her she cannot, as per policy. Members cannot bring in multiple guests. She told me that if one of the guests is not working out (her son) then he can sit at the table and...

that was told to her by corporate. I told her that even if corporate told her this we are a franchise and we have policies that differ from what they might have stated. I also stated that for any location corporate or franchise you can only bring in one guest and this is in the agreement that she signed. Insurance does not cover non members sitting in the lobby area. It was stated to her in the past that her son can come as her guest because he is 13 and if he does not want to work out he can sit at the table. She was told that she can only bring the one guest per her agreement and if she wanted that guest to be her son than that is fine.
She told me that the father was coming to pick up the son and I told her that he could wait for him to arrive, the father was not coming until I told her that her son could not sit at the table while she worked out. Never once did I say that she would have to leave.
She never talked to me about the other children. She didn't say anything more to me after I told her that in her agreement it states that she can only bring in one guest and when she asked about our owner. She did not ask for me to spell out the owner's name; she asked for his name, I gave it to her and that was it.
She came back into the facility and my other staff person that was working cancelled her, I was not involved in that at all. She was in a commitment and did not pay her buy out fee at time of cancellation, this was waived as a courtesy to the consumer.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response in not from the franchisee, but the manager of the location. (Unless you or spouse are said owners) Never have I tried to bring 2 guest into location. The previous incident my son had worked out at Brooklyn park location previously; When I came in with him again, I was told he has to be 13 years old. Also, no fee was presented at the time of my cancellation.
Please spell out first and last name of said owner.
Thank You
Final Business Response /* (4000, 9, 2016/02/16) */
Hello Mrs. [redacted],
I am the Regional Manager for the Brooklyn Park and Bloomington, MN locations. I apologize for your frustrations about bringing in two guests at a time (At least for this one visit). The reason we cannot have anyone else besides the guest of the primary member stay in the lobby is that they are not covered by our insurance if anything were to happen within the building. The primary member, and registered guest are covered because they are documented individuals who are exercising in the facility. I strongly apologize if you feel that you were spoken to in a rude manner, and this is an issue we will address with the Club Manager and the rest of the staff as well. We would love to have you back in the gym working out as we are making great renovations to our facility and equipment that we feel you would enjoy and bring even more value to your membership here at Planet Fitness Brooklyn Park! If you have any questions please feel free to contact us via email at [redacted][email protected].
Thank you and hope to see you in the gym soon!
Best,
Alex

On the 10th of March we received a cancellation letter for both [redacted] and [redacted].  Upon receiving the cancellation letters we noticed they each had a balance of $159, per Planet Fitness's policy, if a member wishes to cancel and has a balance, the balance must be reconciled first...

before we can terminate the membership.  March 10th we did reach out to the members to let them know we could not cancel their membership due to the balances, in which we received no response.  In her membership profile it does show she called January 13th, 2016 inquiring about her balance, so she was aware prior to cancelling.  After the next monthly draft occurred we received a call from Mrs. [redacted] demanding we cancel the membership.  As the General Manager, I explained the issue and how it can be resolved.  She said she would not pay.  I explained to her that unfortunately she signed a legal binding document, which not only authorizes Planet Fitness to draft from her checking account on file, but also holds her accountable for paying her monthly and annual dues as well.  She did inform me, she recently had to invest a good deal of money into her vehicle and she did not have the money to pay us anyway.  I offered for her to make a partial payment on each account and from there I could freeze the membership for one month so she could get caught up and get their accounts in good standing.  Mrs. [redacted] informed me that if we don't cancel the membership and try to draft any more money from her account that she would have her attorney take further action.  I acknowledged her, and informed her that unfortunately with a balance on the account I can't just cancel the memberships.  I went to reiterate the option of freezing the memberships with partial payment and she hung up on me. Brooke C[redacted]General ManagerPlanet Fitness Richmond (Southside)

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com spoke to Travis today. He stated that a $10 refund was issued on 7/1/2015. It was a reversal on the card and would take 3-5 business days.

I want to start by apologizing for any confusion and inconvenience regarding this balance on your account as reading and understanding the payment history and records through the app or online can be confusing. What you are looking at in those attachments from the app is your "club account". How this works is that when they is a payment that goes unpaid the system adds that amount to the "club account" where it can then be paid in person, online or by the app. The way the system works is that when a past due balance is add by the system to the "club account" a ticket is created and time/date stamped. As you can see in the document I have attached they are various columns that give more detail to that amount, the items column will show what the past due is for if its a ticket created by the system (annual, late fee or monthly dues) or it will show club account payment if its a payment made by the member via one of the ways I mentioned above. As you can see in the document attached on 10/12/16 the system posted into the "club account" the past due amount of $42.24 for the annual fee from 10/1/16. You can see this is not a payment from the member but a ticket created by the system because it does not say club account payment under the items column as well as the area under the amount applied remains blank since no payment was made.You can then see on the next line their is a transaction on 11/21/16 that was a payment of 21.65 by the member. This is evident as under the items column it shows "club account payment" as well as has the amount of the $21.65 under the amount applied column and under the payment types column it shows it was paid with a visa. Since you can not pay monthly payments ahead of time at Planet Fitness that $21.65 was applied to the $42.24 past due from the annual fee on 10/1/16 reducing the outstanding balance to $20.59 ( the difference of $42.22 owed and the $21.65 paid). On the lines after that you can see a monthly payment for 12/17/16 did not go through and was added to the "club account" on 1/12/17. Then a late fee was added for that 12/17/16 past due payment on 1/2/17 and since it went unpaid it was added to the "club account" on 1/12/17. Lastly you see the monthly payment for 4/17/17 did not go through and was added to the "club account" on 4/27/17 bringing the total balance to $73.89. As this document shows the only amount actually paid by the member was the $21.65 on 11/21/16 and the rest are not receipt of payment but posting dates from the system adding that balance to the "club account" Again I apologize as I understand this can be difficult to understand if you are not familiar with the system, that's why I always encourage the member to come in and we can go through this in person to make sure there is no miscommunication. We also encourage the member to bring in their bank statements as they will clearly show what payment were made and which were not, we do understand these are personal and some may not want to which we respect that is why we only encourage it as it makes the process smoother if they wish to do so.  Finally as for the membership still being billed after the 12 month term. The way our memberships work is the 12 month term means that if a member that is under a 12 month term chooses to cancel their membership before those 12 months are up they have to pay a $58 buyout fee to process the cancellation. After the 12 months are up the membership does continue to bill on a month to month basis until the member cancels the membership in accordance with our membership agreement, but they will not have to pay the $58 buyout fee as their are out of the 12 month commitment. I have attached a copy of this members signed membership agreement that outlines these details of the 12 month term as well as the cancellation policy.  Again I hope that this clarified things better, and if you still do want to cancel your membership out as per our membership agreement you would just need to go in person to the club you signed up at and fill out a cancellation form or send it a letter to that location stating that you would like your membership cancelled.Thank you,PF Management

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

I had spoken to Mr. [redacted] on 6/24/2016. I had addressed his concerns and we had come to the agreement that a small suspension to let the situation cool was adequate. The dried soap under the had dryers is something that we are constantly cleaning, but I can assure you, it is not mold. The...

Harassment he felt from the staff has also been addressed and he recanted that statement. Doug Will be getting a refund for his membership for the month of suspension and we will be in contact to see if he would like to continue membership here  Cecelia M[redacted]

Called the business 440-882-3000 on 2/17/2016 at 10:14AM and response was taken over the phone by Revdex.com staff (**)
Gabby indicated the consumer is able to cancel his commitment at any time however, he will have to pay his outstanding balance. Consumer signed a contract indicating the terms and...

conditions of cancelling the membership and should review contract in detail on alternate means of cancelling and payment details.
Business will attempt to forward a copy of the contract signed by the consumer but will have to have approval before sending document to the Revdex.com.

I have spoken to Former Member on July 21st 2016. He had called to inquire about a refund for his annual fee that was taken June 1st 2016, just before his cancelation. He has been refunded.The black mold issue has been addressed. It was not black mold, but soap sm and water build up from our high powered hand dryers. We monitor and clean this daily.Section 4 of the Membership contract States:You agree to follow Planet Fitness’ membership policies and club rules. Planet Fitness may, in its sole discretion, modify the policies and any club rule without notice at anytime. Club rules vary by location and all sign posted in a club or on the premises and any verbal communication from Plant Fitness shall be considered part of the club rules. Planet Fitness reserves the right, in its sole discretion, to terminate your membership at any time, effective immediately, for violation of any membership policy or club rule.We had multiple complaints about the member’s behavior while in the facility, and felt it in the best interest of the members to terminate the membership. For the safety of the members involved I did not give detail as to the termination, just that we are a no intimidation zone.  Furthermore, we have recently had to involve our local police department for his behavior after the Former Member was seen around the property observing the premises.   Cecelia M[redacted]Manager| Planet Fitness Butler

[redacted] Thanks for reaching out to us to voice your concerns with the our club and its policies. To explain, we have always had a policy that children under the age of 18 must have written parent permission, on their membership agreement form, to use the club without supervision. If the...

individual is under 18 BUT over 16, we allow them to be in the club on their own recognizance. Anyone under the age of 16 must be accompanied by an adult the entire time their in the club. All of this is outlined in your membership agreement form as well as your sons membership agreement form. The fact that your sons been using the membership for the past year without this being recognized is a separate issue that I will have to take up with the staff at the facility. Sometimes our younger members appear older than they may be and the staff doesn't check their ID or member screen when they are checking them in. In this case I'm sure it was looked at a bit more closely because we needed to update your billing information on the account. Still, the policy is there for good reason and knowing your son is underage he would in fact need to be accompanied by their parent or legal guardian until the age of 16 at which point he can attend without you being present. If you want to cancel the account we will be sure to do so this afternoon. I will also add that our cancellation policy also states that in order to cancel our memberships it must be done in one of two ways. One, you may come in and cancel in person OR you can send a certified letter via certified mail. In this case we will make an accommodation since it appears to be an issue for you. We will cancel your sons account once we locate it. We may need to reach out to you via phone or email to confirm his full name and date of birth. Again, we will make an accommodation in your case to make things a bit easier on you and your son. Lastly, as it relates to billing. Yes you submitted your billing information for your accounts but debit and credit card information doesn't stay static forever. Cards expire, card limits get exceeded, banks have security breaches and issue new cards etc. I'm hoping this now makes sense. We don't ask for new billing information for the sake of asking for new billing information. We an account or a credit card no longer allows us to draft membership dues for whatever reason, the bank lets us know hence the reason you were asked for updated billing information. My hopes are that you can see this is NOT a case of "bad business" and that in fact the staff in Mt Laurel was simply doing their jobs. If there's anything else we may be able to do for you please don't hesitate to ask. You should hear from someone in regards to additional information for your sons account. If not you may follow back up with the club tomorrow to verify that the account was in fact cancelled. Have a great week and a Merry Christmas if we don't get a chance to speak with beforehand.Cordially, Planet Fitness NJ

Received letter on the 14th of March, in which was written the 11th of March. Her 12 month program ended on April 27th 2016 in which you are entitled to a 58 dollar buyout if you were to cancel before then, this was all explained to her in voicemail, because upon receipt of the letter we wanted to let her know that she still in a commitment. We actually cancelled her 7 days prior to the program end date which is not supposed to be done but we fulfilled the cancellation for customer service purposes.  We did not receive a call back to the voice mail that was left on the 14th of March. Lastly, just to make clear, it was either paying 1 more month's dues of 19.99 plus tax or subject to a 58 dollar buy out fee which was explained to her at the point of sign up. Attached is the agreement that is stating the parameters of her agreement of her membership and her cancellation letter.All the Best,Alex

Complaint: [redacted]
I am rejecting this response because:Would it be possible to send me the representative that responded to my complaint? In their response, it stated they have called my phone# and I have not received those calls or messages. I would like to respond back to the representative so we can resolve this issue.Thank you for all your help[redacted] 
[redacted] 
Regards,
Diana Tejeda

To whom this may concern:Unfortunately to be able to cancel, Mr. [redacted] would have to pay the balance owed on his account, and again would have to be in person or via certified mail.  He himself stated, in the statement provided by you, that he was told twice the two ways to cancel, which...

is in person or via certified mail and that he neglected to do so.  In our system at the club it shows we spoke with him on January 6th, 2015 in regards to cancelling and that he was aware of how to go about discontinuing his membership.  His monthly dues did not start to accrue until November 2015, had he cancelled prior to, he would not have had a balance.  I understand he feels the contract is misleading, but, by no means do we hide anything from the members.  In the contract signed by Mr. [redacted], if read thoroughly, the second bullet on the membership agreement states "If you have a minimum monthly term, your account below will be billed for a minimum of 12 months and will continue at the monthly rate above until you cancel in accordance with this agreement."  I apologize for any confusion, but he did sign the contract stating that he fully understood the agreement and its terms.  If  further questions or concerns he is more than welcome to contact the club at any time.

Good Evening [redacted],   Thanks for reaching out to us about [redacted] Way's complaint. ID# [redacted]. [redacted] never reached out to us as he stated he was going to do in the complaint. We reached out to [redacted] and let him know that he has been a member since April of 2015. He transferred to us...

to continue his membership in Horseheads, NY from Vestal, Ny. He never cancelled his membership and his membership is still active. So [redacted] has been a member for more than a year and is charged $39 annually on June 1st of every year as stated in his agreement. [redacted] called the club he transferred from and in their system it will read cancelled. Thats because he transferred his membership to us in Horseheads, where it reads active. While explaining this to him he kept interrupting saying it was already taken care of with his bank.    Thanks,     Travis [redacted]      Club Manager     Horseheads, NY      607.846.3130

From: <mark.c[redacted][email protected]>Date: Mon, Mar 28, 2016 at 11:48 AMSubject: 11195297 / [redacted]To: [email protected] [redacted] - This member has been canceled out of our system and the balance on his account has been waived.Thank you!!Mark A. C[redacted]lRegional Manager | Planet Fitness Ohio(c) [redacted]Mark.C[redacted][email protected]

I am rejecting this response because:
Planet fitness took so long to respond and says nothing about the fact that I paid the higher priced membership that includes the water message tables that didn't work properly for about 3 months. I would like if they waived the fee to get out of my contract as this has made it that I don't want to even go to the club anymore. $30.00 is what I paid for non working water beds that was part of my membership. They say it costs $50.00 to get out of my contract which has been a problem since a month after I joined when the tables started breaking down than both where broken. I would come in and ask if they where fixed and was told yes on at least 3 diff occasions. I would get on the table only to find no it was not fixed. That is also why I don't want my membership and feel they should let me out of it with no charge to me and we can put this behind us.