Planet Fitness

Complaint: [redacted]
I am rejecting this response because: Planet Fitness still has not fixed their clerical and billing mistakes. I await this so I can pay the correct amount. Their argument is proven invalid in the attached document.
Sincerely,
[redacted]

Mrs. [redacted],I apologize you are still upset regarding the HydroMassage beds, but the last repair on these beds that are 100% function since was April 25th, 2017.  You have checked into the club 14 times since the repairs were completed, and utilizing the HydroMassage beds as well.  I have attached your check in history for April/May to provide information on your activity within the club.  Our beds are 100% functional and are properly maintained since our initial repairs.It is difficult for me to issue a refund or waive fees as I do see you are still utilizing the amenities within your membership.

[redacted] cancelled her membership on 6/14/2016. Per her membership agreement it states that the club requires written notification by the 10th of the month delivered to the club in person or postmarked via certified mail to the club address. She will not have any further...

charges.Thanks,Amanda S[redacted] General Manager

In contradiction to what the business claims, I was never contacted by anyone from Planet Fitness nor have I received any refund, which I confirmed by my credit card company. I suspect my account is not cancelled either. Please reopen the complaint immediately...  this statement below...

from the business is false on your Revdex.com records and most likely has been fabricated by Planet Fitness so they will appear to have resolved it to get a better rating from Revdex.com. I need my reply to it posted so it is on your website as being false for everyone to read what king of company they are dealing with.

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]

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]

To whom it may concern:Planet Fitness Galesburg IL offers the following in regards to case ID # 12656024.On 9/17/17 [redacted] and [redacted] signed up online for gym memberships. Submitted online for these memberships were the individuals address, dates of birth, checking accounting number and credit...

card numbers. The members also listed their valid email addresses where the members agreements were delivered to on 9/17/17. [redacted] and Tracey were charged a total of 26 cents each to join. The monthly dues for these memberships for September, October, November, December, and January were all declined and did not go through at all. Both memberships now have balances on them for the declines.The members when they phoned the club were advised by the club manager that in order to cancel the memberships they had to come in to fill out a form or mail letter per the cancel policy o their agreements. Both members failed to do so.As a courtesy Planet Fitness will waive the over 180 balances on the memberships and also cancel both memberships. If the members agree this is a reasonable and satisfactory resolution they will need to reply back that this is in fact agreeable. if it is not agreeable the memberships will need to have the balances paid as well as the memberships canceled per the contract.Respectfully,[redacted][email protected]

Date: Thu, Jun 2, 2016 at 2:32 PMSubject: [redacted]To: [redacted]@cleveland.Revdex.com.org
Hello, this email is in response to complaint [redacted] from [redacted]. The membership that [redacted] is referring too is [redacted]'s. I have attached a copy of [redacted]'s agreement which shows the...

member's initials agreeing to the annual fee of $42.12 on June 1st. The annual fee billing date is decided upon when a member joins. For instance, a member joining in January, February, March, or April has a June 1st annual fee. It is not billed a year from when the member joins.
 
Please let me know if you need any further info.
 
Thank you!
 
 
Mark A. C[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 find that this resolution is satisfactory to me.  Regards, [redacted]
Although I should have been notified of the check being processed, I've been waiting since Monday for the assitant manager to call. Also if you look at the overdraft fee's for my bank it specifcally states a fee of $19.99 not $10.00,which I provided to you and highlighted.

Complaint: [redacted]
I am rejecting this response because: In direct contradiction to your instructions of not approaching me, a man claiming to be a manager of Planet Fitness angrily accosted me on September 14th and accused me of directly threatening another manager which is a fabrication. And then he said he was revoking my membership and banning me from ALL Planet Fitness clubs and threatened to call the police if I ever set foot in one again. He also tried to make me look at photos on his cell phone which he claimed proved the air conditioner was running. This is absurd. You cannot prove that the air conditioner is running with a photo. All one has to do is walk through the doors to know that the air conditioner is off. If they do have a thermostat kept at 71 degrees somewhere (after an employee lied to me that the gym is always kept at 60 degrees) in the back of that building, in another building or wherever his photo was taken, the AC in the gym area remained off and the temperature stifling. As to my alleged direct threat that he says I made against a specific manager. That is completely untrue. I never said that "She should be fired and shot". If they recorded so much of my angry rant, they probably know I did not say "she". I do not know the identity of the manager. I do not know how many managers there are. I do not know how many of them are female or male. I said that "Your manager should be fired" and was about to say "horsewhipped" as well when I remembered that the employee isn't smart enough to know what that means and switched to the saying "Your manager should be shot." It's an expression. The people there know it is an expression. They know I do not know who the manager is. They know that they do not post this information anywhere where anyone would be able to find it. They are not a transparent company at all. They are using this as an excuse to ban me simply because they do not want to turn on the AC which is an incredible amount of overreacting to get out of doing work. I did become angry when the employee kept lying to my face about: the AC being on, the AC being turned down to 60 degrees, the ceiling fans being proof that the AC is on, the heat being all in my head and then rolling her eyes at me nonstop when I argued. I was driven to yelling at her because she was intentionally being infuriating. But I did not directly threaten the hypothetical manager(s) whose identities remain a complete mystery and may not actually exist at all. I have no proof that the person I allegedly threatened exists. If I were going to directly threaten someone, why wouldn't it be the horrible employee who was lying to my face at that moment? It's a complete red herring, all to get out of turning on the air conditioner, which is ridiculous.
I do not accept that I have been banned from all Planet Fitness gyms for life because these people believe that character assassination is a fitting excuse for refusing to turn on the air conditioner. Actually, the two things are completely unrelated, but they do not seem to be clever enough to realize that. I returned to my old gym today instead of Planet Fitness and was greeted with air so cool and breezy that I nearly cried. So no, the heat was not in my head; the heat is in the gym. I've put up with Planet Fitness and their sleaze and dishonesty for far too long. Their gym caused me bloody injuries but now they are claiming that I injured them...with complaints. That is pathetic. They turned a simple problem into all this mess by being sleazy and dishonest instead of cooperative and ethical. I hope that someone over there gets their act together, turns on the air conditioner and stops harassing customers.
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]

I am not sure if you have heard back from [redacted], but I have spoken with her and submitted a refund for all drafts going back to February 2017. This is a refund totaling $191.20. I did not have anything to show when she had originally attempted to cancel so I went by what she told me and did not dispute the dates with her. Everything should be all set at this point, but if not I am glad to again speak with [redacted] I have also attached the email that was sent to [redacted] after our conversation on 8/24/2017. Thank you so much for all of your help in this matter. Thanks!

Complaint: [redacted]
I am rejecting this response because: My billing information was updated online by me. So Planet fitness did store my debit card information. Please recheck your facts [redacted] Planet fitness is storing information. I removed this account because it was closing. 
Please send a list of my account information because I have updated my billing twice, so how do you go back to the initial account information. 
Sincerely,
[redacted]

I contacted this member multiple times to explain to her that the transfer never took place and that the account is not synced which means that she has never been billed. I have left her messages asking her to provide me with bank statements if she is in fact being billed so I can figure out what...

her account is attached to. She has never returned my phone calls or provided any information. Her agreement is under [redacted] I just spoke with the billing company, ABC Financial, and asked that they track down her information by name and they discovered that when the member attempted to transfer the account her basic information was sent over, but the membership transfer was never completed so that old membership along with the billing stayed active without us being able to view it in our system. I am providing documentation from the billing company to show that this is fact. The billing company was able to sync everything in the system so that we are now able to view the account and stop the billing as well as work on a refund for the member. I just left another voicemail for the member, which is my third in a week, and explained what I was able to find out and let her know that we will be stopping the billing and would be happy to discuss a refund for her. Hopefully she will call me back this time. Bottom line here is that this was an error that was done by a third party and nothing we could control. This was also something we could not correct because we were unable to see what was going on. We will gladly work with the member to resolve this issue at this point.

I am rejecting this response because:
I will send a copy of the cancellation received by an employee, a yellow carbon copy that appears to be complete dated early 2014. When I went to the gym it was typically to talk with them regarding cancelation and check ins were because as long as I was there I would use the massage chair.  As as stated before I am happy to pay for visits to the gym, and for the check in January 2016 I was out of town and having car serviced and being I was still being billed by planet fitness went to use the shower, and I asked the staff member at that location if it was ok being I was only showering and attempting for many months to cancel and he said yes being I was still being billed. at minimum I'd like to be refunded the months billed in its entirety for 2016 including yearly fee. As for the same person being there since 2012, how ironic because it's almost impossible to see the same person twice and that's if anyone is even there at the counter. 95% of the time it's self check in and tokens left out for massage chair to self serve.

December 30, 2016Dear Sir/Madam:My name is Dominique S[redacted] and I am the Regional Manager for the Planet Fitness Drexel Hill location. The complaint we received was in regards to a billing complaint on [redacted]'s membership. Upon reviewing [redacted]'s membership, [redacted] put her...

billing information on file and signed a financial cosigner agreement for Joey's account. From there starting August 17, 2016 the card was declined, [redacted]'s Credit card information was updated via account updater with her bank and then was hit for the $119 balance on his account.If you require any additional information, please give us a call at ###-###-####, Thank youSincerely,Dominique SPhiladelphia Regional Manager

Complainant:  Complained  ID#: 11913650 Case Opened: 01/05/2017     Respondent: Planet Fitness 2041 E. Highland Ave, San Bernardino, CA 92404 909-863-0718       Responses: (1) As per agreement signed by the member, It is a members responsibility to cancel...

the membership if they are not using the gym. Member will be billed every month on around 17th of each month for Monthly Dues until membership is cancelled. For example: A person has a Car Insurance and if that person does not drive a car for a month he will not be re-imburst by insurance because car was never been driven until notified. I hope my example will explain the current situation.    (2) We reserve the right not to cancel a membership If a membership has a past due balance.   (3) We reserve the right not to allow a member to use the facility who has a past due balance.     Settlement Offer: Currently member has a past due balance of $119.15. Member has to pay $50.00 upfront and in a courtesy we can Waive $69.15 past due balance because we love to have our member join us back. We will be more than happy to assist our member in future.     Feel free to contact me on this email address for future correspondence.     Kind Regards,

I have thoroughly reviewed this matter regarding Mr. [redacted] membership. Noted on his account, by an attending staff member, Mr. [redacted] came into our facility on October 5th 2016 to dispute Planet Fitness's non-refundable-Rate Guarantee fee. When asked if Mr. [redacted] wanted to have his...

membership cancelled, he replied "No". Mr. [redacted] signed an agreement with Planet Fitness South Pulaski acknowledging and consenting to our Cancellation policy. A policy that states Cancellations can either be done in club or postmarked via certified mail. When a cancellation is executed in club, a cancellation form is signed, either by the member, attending staff and/or manager for approval. A copy of the cancellation form can then be sent to the member via email address, listed on the membership's profile.  Due to the fact that there is no documentation supporting Mr. [redacted] claim, I must deny his request for a refund. Mr. [redacted] membership has been successfully cancelled as of 1/12/17. If requested, a copy of his cancellation form can be provided for his records and verification. Please let me know if any additional information is required. Thank you and have a great day.Sincerely,  [redacted] Regional Manager, Planet Fitness [redacted]
[redacted]
[redacted]e: [redacted]

Hello [redacted],   After looking into the issue, I have found that [redacted]'s membership has indeed been cancelled.  However, there is a membership under a gentleman with the same address and last name.  The name on this account is [redacted].  I believe she has her billing...

information on file for his membership.  [redacted]'s membership is active and has never been cancelled.  In the statement of the problem, she stated multiple times that it was an ACH withdrawal taking the payments from her account.  [redacted]'s membership has been a credit card since she signed up, however, [redacted]'s membership is an ACH on file.     I have attempted to contact [redacted] at the phone number that was provided and I have not received any calls back.   I am more than happy to assist with further questions.     Thank you, Randi [redacted]   -- [redacted] Roseville, MN 55113 ###-###-####

On 5/4 she was told about the invalid card. Her card could have been invalid for many reasons, it could have been expired, insufficient funds, etc. It seems she came to the Revdex.com before addressing the issue with us. Per the contract rules, if something is wrong with the customers card, it is their...

responsibility to update us on a new card/pay the late fees associated with it. On 5/4 her account was updated and she gave us new card information.

Called business spoke with [redacted] he stated that Ms. [redacted] came in personally and upon her coming in they refunded her money in June.