Planet Fitness

(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 The $52.90 that was withdrawn from her account was a passed due balance that was owed to the company and agreed to pay...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]

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]