Planet Fitness

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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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

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.