Planet Fitness

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.

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]

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,

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.

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 ###-###-####

Date: Wed, Jun 15, 2016 at 5:30 PMSubject: RE: ID [redacted]To: [redacted] <[redacted]@cleveland.Revdex.com.org>
I have canceled [redacted]'s membership so she will not see any further billing come out of her account. Unfortunately we will be unable to process a refund without documentation of her move. I...

have attached a copy of her cancellation
 
Please let me know if you need any further info
 
Thank you

Revdex.com # [redacted] May 10, 2017 On 10/14/16 [redacted] signed a membership Agreement with Planet Fitness at our [redacted]. CA location. When signing up Ms. [redacted] was made aware of the following policies, as shown in the attached Membership Agreement: • "Your account below will...

be billed on or around the 17th of each month beginning on October 2016 for $19.99 per month until you cancel in accordance with this agreement" • "To cancel your monthly membership and stop the monthly billing, on the 17th of the month, the club requires notification by the 10th of the month delivered to the club in person or via certified mail" • "An Annual Membership Fee of $39.00 will be billed each year of your monthly membership, on or around the first of February, to the account on file. In order to cancel the billing of this annual fee, the club requires written notice and cancellation of your membership on or before the 25th of the previous month," • "A $10 service fee will be applied for each month your monthly due or rate guarantee fee payment is returned Uncollectible" • "If your monthly membership has a minimum commitment, and you wish to cancel your membership early, a $58 Buy out fee is required" The member is disputing the transaction. however as shown by the attached Membership Agreement, Ms. [redacted] provided us with the billing information listed in this dispute, and signed off on the billing policies. Ms [redacted] signed a membership agreement  that she would be a member of our club a pay a minimum of 12 months of membership fees. The Annual fee is clearly stated on the membership agreement that she received at the time she signed up and was also emailed to her. While we apologize for any signature that was placed on a cancellation document, it was required to cancel her membership which was approved by the regional manager. Cancelations can only be done in person or via a certified letter. Thank you, [redacted] Corporate Controller Planet Fitness [redacted] [redacted] [redacted]

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

Ms. [redacted] called our Santa Fe location to inquire about cancelling the memberships for her and her daughter.  The staff informed her that both of them were still in their 12 month commitment, and would have to pay the $58 buyout fee in order to cancel the agreement.  Ms. [redacted] claims...

that no one told her at sign up that she was entering a 12 month commitment, but she signed up online and would have been able to read through the terms before finalizing the membership.   The employee who took her call did let the GM know about her concern, so he did call her as well to ensure that all of her questions were answered.  She is still unhappy with the answer he gave her in regards to the buyout fee however this is clearly outlined in the contract that Ms. [redacted] signed.

The member did not pay an “annual fee” when she signed up she paid the “enrollment fee.” As far as the billing 17 days after signing up, we are billing for the upcoming month, so she actually received 17 free days. With the enrollment fee changing we do run promotions that can be done at any time....

The member pays whatever the enrollment fee is for the day that they come in. Even if we start a promotion the next day the member was still charged correctly for the day that they came in. The annual fee that the member did pay is clearly outlined and explained in the members agreement, and by the staff member that signs them up. This fee is annual and does happen once a year, but is not another enrollment fee, or a renewal fee. This fee goes toward upkeep of the club, and new equipment, and allows us to make sure we can provide our members with all of the luxuries and new equipment without having to charge the $30 or $40 monthly dues of other clubs. Most health clubs have this annual fee now for this reason. This also guarantees that the members monthly dues will not increase. All of this being said this member was never charged incorrectly, and every fee and charge is clearly outlined in the agreement that the member signed and stated that she fully understood. We also give every member a copy of this agreement so that they have all of this information for reference at any time. I did get a chance to speak with the member today and went over all of this information. She seemed to understand what everything is now, but was still upset about having to pay the annual fee. I do want to point out that the bank information we have in the system for this member is incorrect, so this member has not actually been charged anything yet. After speaking with her and having her tell me her opinion of Planet fitness and myself I decided to waive all fee and charges, even though they were correct and she did owe them, and just cancelled her out. I did this to avoid another possible situation in the club if she had to go back to cancel out the membership.

Dear Sir/Madam: The complaint we received was in regards to a cancellation that was never completed for one of our members, [redacted] After further investigation we have noticed...

Mr. [redacted] came in March 26, 2015 to sign up for membership and never was checked in again. After speaking with our billing department they have confirmed monthly charges on the account and will be reversing charges dating back to April 2015.  Mr. [redacted] membership account has been cancelled, confirmation sent via email and a refund of $219.45 will be processed back to the credit card we have on file.  If you require any additional information, please give us a call at [redacted] Thank you! Sincerely,                                         ...⇄                                                                                                                                                                   [redacted]                                         ...⇄ Planet Fitness                                         ...⇄ Chicago Regional Manager

Good morning,  As stated in the agreement, cancelations must be processed by that specific date in order to not be billed our annual fee. Each Planet Fitness is individually owned and operated, therefore we are able to help her out on this. We will be refunding the annual fee of $29 in this case as a courtesy to the former member. We are waiting on a call back from the member to confirm information. Please let me know if there is anything else we can assist with. Thank you,  Joel H[redacted]  Regional Manager

From: mark.c[redacted]l Date: Wed, Jan 11, 2017 at 3:35 PMSubject: Re: ID [redacted]To: [redacted]@cleveland.Revdex.com.org>
Hi [redacted], we are going to do a $99 for a year membership for 
[redacted]. She is happy with that and will be in this weekend to join.

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.  Thank you for the response by equipment manager. I accept the apology. His word is reasonable regarding to the agreement on annual fee. However, I am still very unhappy with the attitude of the manager at Planet Fitness Ithaca local office (The Shops at Ithaca Mall, 40 Catherwood Road, Ithaca, NY, 14850). I don't know her name, but I know she is the one who deal with Ithaca Planet Fitness membership, and is in a higher level. She is at her 50s. She was very rude to me at that time when I come to negotiate with her about the annual fee. All I want is just a nice attitude and a "sorry" for not making this clear to her clients. However, she behaved badly and show no respect to us (her customers). She didn't want to explain anything and didn't even want to listen to our explanation. She kept yelling to us at that time. She even asked us to get out of her store.  To a big fitness center as Planet Fitness Center, I don't think you should hire this kind of manager, who would only expel your customers and let them never go to any Planet Fitness center any more (That's the original sentence after I talk with another local Planet fitness center member after she also be treated like this). I hope you could have some punishment on that manager, or just let her write an apology letter to me by herself.  Thank you.  Regards,  [redacted]

I am responding to the complaint filed by [redacted]. I have been in contact with [redacted] and her husband. I have told [redacted] to come in and talk with me and I would waive everything. As of today, I have still not seen her.Thank you,[redacted]

We looked into this issue and found that there is indeed a cancellation form on file for Mr. [redacted] that says he was supposed to be cancelled as of 4/17/13. The cancellation was never completed in the system. We are in error and owe the member a refund. He came in on August 7th and was...

cancelled immediately when he brought it to our attention. We are happy to refund Mr. [redacted] for what he is owed in our error and apologize for any inconvenience. We attempted to contact Mr. [redacted] twice with no response, we have mailed Mr. [redacted] a check for $657.44 (25 months Black Card Membership ($21.32) and 3 Black Card annual fees ($41.48) charged after membership was to be cancelled on 4/24/13).   Thank you, Planet Fitness Connecticut Management

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
The cancellation information was definitely not received when this manager states as I had to call the corporate office just to confirm that the memberships were cancelled. . His employee who signed us up indicated that " most people do not read their contacts so let me highlight the most important parts". This was to both my husband and myself. She specifically stated that the fees would come out on or around 12/31/17 and that did not happen. THis is starting to appear as Bait and switch.   The manager even states  in his response to this complaint that this is " a common problem", wouldn't that show that this information  is clearly NOT communicated in a consumer friendly way as it should be and an easy way for Planet Fitness Essex Jct VT to ROB their customers. I have been a member LESS THAN 8 weeks but a refund of our ANNUAL fee has been rejected and not even considered? HORRIBLE HORRIBLE BUSINESS PRACTICE. NO resolution has been offered and we are not accepting this resolution. Thisshould and will  be investigated. I will see to it to take this as far and reach as many people as possible as this is ROBBERY!
Regards,
[redacted]

The complaint we received was in regard to the unauthorized continued charges withdrawn from [redacted]'s account. Upon receipt of the complaint, I immediately began to look into the account of [redacted] and I also spoke with the General Manager of the Planet Fitness Roxborough location,...

Alexis O[redacted]. It was discovered that [redacted] did in fact cancel his membership in club on May 21, 2017. However, his account was not cancelled out of our system properly, resulting in the continuation of drafted dues. On Thursday, August 24, 2017, upon the final determination of the situation, I instructed Ms. O[redacted] to make sure that the membership was cancelled and to process a refund in the amount of $60.15. [redacted] does not have to cancel his checking account as now that the membership is cancelled out, he will not receive any additional charges. The refund should be back in [redacted]'s account within 3-7 business days.As for the additional requested refund of $171, we will not be able to honor [redacted]'s request. We advise that if there are ever any billing issues that they are brought to the attention of the club manager right away for a prompt resolution. [redacted] will be refunded for the extra charges that he incurred and nothing more.If you require any additional information, please give me a call at ###-###-####. Thank you,Dan ZRegional Manager