Planet Fitness

Initial Business Response /* (1000, 5, 2016/10/31) */
Thank you for forwarding the recent complaint from our Michigan City location, we have been in business for over 20 years and take any complaint very serious. We apologize to the member for any confusion around joining our club. We completed...

a detailed investigation on this complaint and offer the following response. [redacted] joined online October 1, 2016. His first visit to the club was October 11, 2016 during that visit it was identified that [redacted] was a minor and as such required an adult parent or guardian to co-sign the agreement. We made him aware of this. He returned again on the 12th and we informed him again. On October 14th the member attempted to pre-pay the [redacted] monthly membership fee due to the pending parent or guardian signature the fee was not recognized in our system. As such he was charged a late fee as well as prompting his overdraft fees. Since the member is a minor we have no legal and binding agreement and as such we agree to his request and have contacted him to make arrangements for a full refund of the [redacted] We also have cancelled the member and no longer wish to offer him membership at Planet Fitness.
Thank you
Initial Consumer Rebuttal /* (2000, 7, 2016/10/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I ACCEPT THIS OFFER AND THE REFUND THEY ARE GOING TO GIVE ME. THE REFUND WILL BR6ING MY BANK ACCOUNT TO A POSITIVE BALLANCE.

Revdex.com 2500 W. Shaw Lane Fresno, CA 93711 To whom it may concern, October 20, 2017 Planet Fitness has received the referenced customer complaint ID [redacted] and appreciates the opportunity to respond. The gym memberships of [redacted] and his wife, [redacted]...

[redacted], were cancelled due to dub violation. Mr. [redacted] is requesting a refund of both annual fees. The club management team of two Planet Fitness facilities has had numerous conversations with Mr. and Mrs. [redacted] regarding their actions that violated club rules. Management team members specifically asked the [redacted]'s to refrain from these actions and fully explained the reasoning behind the dub policies and the issues their actions were causing. During each of these conversations, Mr. [redacted] agreed to adhere to the discussed policies moving forward. However, account research shows the members continued to violate the facility policies after given several chances to correct these actions. Mr. and Mrs. [redacted]'s memberships were terminated in September 2017, and they were issued a full refund of their September membership dues totaling $30.05. It was fully explained to Mr. [redacted] on two separate occasions that the annual fees are non-refundable (complaint with PFHQ Operations Manual) and that these fees are used towards the maintenance and upkeep of the facility to enhance the member exp[redacted]ence. Mr. and Mrs. [redacted]'s annual fees were charged roughly 7 months prior to the accounts being terminated. The only cause for the termination of these memberships was the continuous violation of club policies. Planet Fitness has very specific brand standards that embody a judgment free zone, and this club makes every effort to uphold these standards. It is extremely important to us to ensure that all of our members feel comfortable and welcome and to provide the highest levels of customer service. Thank you, Planet Fitness

Complaint: [redacted]
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 system. Additionally, 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 2016 dues of $42.24 "Paid" 10/12/16Payment for December 2016 was "Paid" one month early on November 21, 2016 and then the system attempted to again debit my account on 12/17/2016 which is where the failed payment shows.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

Hello, Thanks for the information. The order ([redacted]) was received on 7/*/2014 and was processed immediately. The package was delivered to an alternative address provided by the customer on 7/**/2014. The UPS tracking number is [redacted]. We later received the confirmation from...

[redacted] stating, “We get UPS packages delivered there without any problems. Thank you.”  Per our return/ exchange policy, our customers can issue requests for a return or exchange within 7 days. No questions asked. However the package must be returned back to us in original condition, with original packaging and tags attached. We cover all costs if there is any mistake done by us during production. If not, the customers cover the shipping and re-listing fees. We have been working hard trying to resolve this issue with [redacted] but so far couldn’t locate the package with the information provided.  For more information regarding our return policy, please visit [redacted]. We can be reached via email at [redacted]. All questions will be responded within 24 hours.  Thanks, [redacted] Customer Service Team

Complaint:
I am rejecting this response because:The company representative told me that a checking account was required for a membership.  Since I could not provide them with a checking account, I assumed that my membership had been terminated and I did not return....

 The company then went ahead and withdrew funds from my credit card account, twice.  The company still owes me for another month.
Sincerely,
[redacted]

I had spoken with [redacted] back in June about this issue and explained to him that we did not have anything showing that a cancellation had taken place. We do have a cancellation form from his cancellation in June and he has not been billed since that cancellation date. In the members agreement...

it clearly states that “if you claim your monthly dues were not stopped when you told Planet Fitness, you must have written proof or Planet Fitness will not reimburse you for any deductions which you claim should not have been deducted.” Now [redacted] has made the claim that our staff did not provide him with any paperwork, but I hear that all the time when a member is looking for a refund for time they did not use the gym. This is why we have the section in the agreement to cover this. When a cancellation is done, it is done through the computer and shows up in about five different areas. There was nothing showing as far as a cancellation for [redacted]. We also give every member a copy of the cancellation form and email them a copy just like we did when [redacted] cancelled in June. I need to go by what I can prove, and that is also what is stated in the agreement. I believe that everything was done correctly on our end, and once [redacted] had cancelled out his membership in June he was not billed any longer.

Hello, Thanks for the information and sorry for the inconvenience that this might cause you. Again we wouldn’t be able to issue the refund if the return package was not received. Per our return/ exchange policy, our customers can issue requests for a return or exchange within 7 days. No questions asked. However the package must be returned back to us in original condition, with original packaging and tags attached. We cover all costs if there is any mistake done by us during production. If not, the customers cover the shipping and re-listing fees. For more information regarding our return policy, please visit [redacted]. We can be reached via email at [redacted]. All questions will be responded within 24 hours. Thanks, [redacted] Customer Service Team

[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 find that this resolution is satisfactory to me provided they issue the refund as stated on previous message, I have made the trip to the GYM I signed up and canceled the membership in person, I have attached the copy of the receipt showing cancelation. I am hoping the can honor the refund I requested. 
Regards,
[redacted]

I spoke with [redacted] and her husband on 9.30.16. They stated that her husband was a member of a club in Michigan and that they used his membership at our club, which is within their member rights. When asked to verify the husband's membership at this Michigan club they were unable to do so...

claiming that the club he belonged closed. Planet Fitness has never closed a single club in it's history so this was perplexing. We informed the couple that they would have to sign up for a new membership at our club, which [redacted] did. On the evening on 9.28.16 there was a theft that occurred in the ladies locker room. At the time of the event there were only four members signed into the club, the victim and her friend and [redacted] and her husband. A few days later, the victim saw [redacted] and her husband in the club and called the police to report that she felt that the accused was on the premises. The police came and spoke with [redacted] and her husband, staff was informed that the Springfield Police Department was familiar with the couple and that they have had to work with them in the past. As in accordance with Planet Fitness policy, any members suspected of breaking policies, including committing a crime, in the club will have their membership cancelled immediately.  
We did refund [redacted] all dues that she had paid for account at our club, not because we had to. We did this in good faith to [redacted] in an effort to calm her temper and to extend an act of kindness to her and her husband. If there is any additional information that we at Planet Fitness can provide to her justify our decision please do not hesitate to submit a request and we will provide any documentation in our possession.

Good Afternoon,My name is [redacted], Regional Manager for Planet Fitness Oak Lawn. I have reviewed the case regarding Ms. [redacted] membership. Ms. [redacted] provided her debit card information, ending in [redacted], as an alternative form of billing information when signing up for her membership...

online. All of our members providing alternate billing information agreed to the conditions on the membership agreement, which states; "If at any time Planet Fitness is unable to successfully bill the primary account for any fee or any other obligation mentioned above, I further understand that Planet Fitness may re-submit the fee to the primary payment account and/or bill the alternative payment account for any fee or obligation (including service charges) or any portion thereof."I have attached the membership agreement that Ms. [redacted] signed for online, indicating the card that was charged as her alternative payment account. Since Ms. [redacted] accumulated a balance totaling $79.05, Planet Fitness was legally authorized to deduct uncollected dues from the alternate billing she provided on her membership agreement. We at Planet Fitness do not store anyone's billing information without their consent or if and when they make a purchase using a card. Unfortunately, a refund is not warranted and will not be granted. We would love to see Ms. [redacted] continue her membership with us at Planet Fitness. However, if she wishes to have her account closed, Ms. [redacted] is welcome to come in to the club and update her account information personally. I recommend that she contact the Oak Lawn Club's General Manager, [redacted] to assist in the process. Thank you and have a wonderful day! Sincerely, [redacted]Regional Manager, Planet Fitness

In the members agreement it states that in order to avoid billing for the annual fee the member must cancel before the 25th of the previous month. The agreement also clearly states that “the annual fee is fully earned when received and ins non-refundable.” The member was told upfront as all members...

are, and also had it clearly stated in her agreement. She was also billed the year before for the same fee and there was no issue then. This member canceled after the annual fee was already drafted, so she does not qualify for any type of a refund. We take pride in our ability to do business in a very ethical, honest, and members first fashion. Every member is treated fairly, and if a mistake had taken place and a refund were warranted then we would have absolutely no issue refunding that member. In this case that is not what we are dealing with. This members dispute is due to here simply wanting the money back and has nothing to do with Planet fitness making an error in her billing, or Planet fitness doing anything outside of what the agreement she signed states. There will be no refund issued in this case as there is no reason for a refund. All billing was correct. Thank you!

Complaint: [redacted]
I am rejecting this response because:Upon signing up I was not told anything of the sort. I spoke with the owner Greg whose attitude was just as nasty as the employees. Unfortunately, this is how you do business and that is fine but I will be spreading my negative experience with the company for sure on every review site. The customer is always correct and in your case, Planet Fitness needs to learn the hard way. Companies thrive off of reviews and opinions of their current customers. 
Regards,
[redacted]

(The following is an e-mail response to Revdex.com staff - LST)I have spoke to [redacted] last week to explain to her the payments she made were all done online that she has authorized. The $52.90 that was withdrawn from her account was a passed due balance that was owed to the company and agreed to pay...

in her agreement she signed. However, the payment is still pending, we never received it. We also did not receive the $95.28 payment she made online, it was denied. No refund will be issued for [redacted],  Planet Fitness of Willowick Representative

Initial Business Response /* (1000, 5, 2015/05/26) */
I, Planet Fitness General Manager, have not personally spoken to this member, however, I have researched all avenues and have found no evidence of a request to cancel. This member was cancelled on the date the complaint was issued to Revdex.com. We...

use a paper trail method of cancellation. Two methods are acceptable. The first, a letter by mail, was not attempted by this member. The second, filling out of a cancellation form with a carbon copy for the member as verifiable proof that a cancellation was requested. There is no cancellation form in our system for Ms. [redacted]. Our policy states that you must inform Planet Fitness in writing of your intent to cancel. I have no documentation of the request. Ms. [redacted] has also made no attempt to speak with myself or requested I call. A refund of dues paid cannot be issued per the member agreement.

Hello,I apologize for the miscommunication, these charges have occurred due to your membership not being cancelled by, A. certified letter or B. going to the Brooklyn Park, MN location to cancel. I have attached your agreement that states our cancellation policy.  We are more than happy to waive these charges if you complete one of the two cancellation options by April 10th, 2018 in addition to the refund of your monthly dues from 11/17/17. Thank you.

To whom it may concern:We don't tolerate this kind of behavior in our locations.  The employee at the desk was on the phone trying to help another customer.  When this member approached the desk the employee put her finger up as to "ask him to hold on a second" and at that time the member...

got very upset and impatient making a fuss at the front desk and cursing at the employee.  The employee did end up putting the call on hold so she could check this member in as soon asap to avoid further confrontation.  After reviewing the front desk video footage and seeing exactly this we have decided to keep this Members membership canceled.  We do have the right to refuse service at anytime to anyone correct?Let me know if you need any further info.Thanks,Cecelia N[redacted]VP of Operations/PFWest

Business response taken over the phone by Revdex.com staff (**) Gabriella, the manager, states the consumer was refunded on 3/9/2016.

Our RMA return policy is communicated by our customer service agents at the time of issuance as well as clearly stated in the Terms and Conditions to be reviewed at any time.  Product Returns: To return products for a refund (less S&H) you must first request an RMA number.  Refunds are...

only allowed on returned product that is unused and unopened.  No exceptions.  You must request your RMA number within 60 calendar days of receipt of your product.  We will not authorize RMA numbers or accept returns for refund if you do not request and RMA number within 60 calendar days of receipt of your product.To obtain an RMA number you must contact customer service at 1 ([redacted] or [email protected]

This is all set. We cut her a check for $58.00

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I do not understand how a company can withdrawal money from an account without notice when the amount differs from the normal withdrawal. As a courtesy a company should be sending out a reminder. I would be surprised if there were no OH law on this matter.I do not understand how a company calls a fee 'annual' when it is charged at six months. When signing up in club, we were not told of the annual fee, I specifically asked what my charges would be. In club we were only offered to view a small screen that we could not read. We were not offered a printed copy. We were told it was a no commitment plan that would be $10.80 a month.I am highly disappointed in these business practices. It feels as if I was tricked.
Regards,
[redacted]