Planet Fitness

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

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 The $52.90 that was withdrawn from her account was a passed due balance that was owed to the company and agreed to pay...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

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

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

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.

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]

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]

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

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]

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]

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.

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.

[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

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]

[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.

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]

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]