Planet Fitness

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.

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]