Planet Fitness

The business has responded via phone call with intern. The business has agreed has to issue Ms. R[redacted] a refund of $21.65 for the statement in November of 2017 and has stated that the company will do nothing further. If there are any further issues with this account the company has requested that Ms. R[redacted] contact the police.

My experience with Planet Fitness located in West Springfield has been the worst. Most of the employees lack of customer services skills. They never gave me a tour, the "certified trainer" is rude, when asked about the unlimited training he was indifferent and didn't care to explain the service. The promote themselves as a none judgemental zone, but the most of the staff don't follow that creed.
I would and don't recommend this Planet Fitness because it is very low class. Better pay a little more and have a service that you deserve.
They seem to address complaints in a superficial way, but things don't seem to change...

We have received and reviewed the complaint submitted by Ms. [redacted] regarding her membership with Planet Fitness. Does this client still have the cancellation confirmation from the day she cancelled her membership in the location? If so, can she please provide us with a copy of the cancellation...

form?

To Whom it May Concern,
 
[redacted] signed up with Planet Fitness on 12/3/2014 and his membership is a 12 month commitment.  After his 12 months are up, his contract then goes month to month as stated in his contract.  In order to cancel his membership, he...

would need to cancel on or before the 10th of the month to avoid the 17th monthly draft and on or before the 25th of January to avoid his annual fee.  We have yet to see an attempt to cancel or have a cancellation on file for Mr. [redacted].  Attached you will See the Membership agreement stating the verbiage above.  Please let us know if you have any questions.  Thanks!
 
[redacted]
COO- Planet Fitness Austin, DFW

As clearly explained in the letter my lawyer has provided, there is no requirement to sign any additional agreement to cancel, including on the gyms own contract. A signed paper provided by me was hand delivered for cancelation. All information was provided. The gym is in legal violation.

ATTN: Revdex.comComplaint ID [redacted]   Planet Fitness apologizes for Mrs. [redacted] experience at the Whitehall Planet Fitness in Columbus, Ohio. Unfortunately the cancellation request of the membership was not processed correctly on February 23, 2017. After speaking to Mrs. [redacted]...

and acknowledging the mistake that took place, the management team at Whitehall submitted for a refund in the amount of $41.93, the Planet Fitness charge. The refund request was submitted on March 2, 2017. It was then approved by the billing company on March 6, 2017. After the approval process, the refund credits back into the members billing account on file within 7-10 business days. Planet Fitness took responsibility for their charge, $41.93. The bank will need to be contacted by the member, Mrs. [redacted] to discuss the reversal regarding any overdraft fees that may have applied.  If there are any additional questions, please reach out to the Whitehall location.  Thank you,  Planet Fitness

Hello My name is [redacted]. I am the current club manager of the Planet Fitness located on the East Side of Modesto. [redacted] came in prior to her feedback on Jan. 26th, 2018. She had mentioned being charged beyond her 12 Month agreement. The front desk associate notified her that the membership was...

still active and that in her agreement we ask members to cancel via letter or in person. The last day her membership was opened in our system was on 4/06/2016. 30 days before her 1 year agreement was over (05/06/2016). If she had canceled by the 6th of April[redacted] not only would of had a cancelation form on file she also would of had a buyout fee of $58. Neither in which are on file. [redacted] was also upset about the annual fee charge. In [redacted]'s agreement it states in bullet number six, "In order to cancel your membership prior to the billing of the Annual Membership Fee, the club requires written notice delivered as described above no later than the 25th of the month before such billing. The Annual Membership Fee is fully earned when received and is non-refundable." [redacted] came in on January 26th to cancel in which she just missed the deadline. Now to better assist [redacted] I have made multiple attempts to call the number that the club has on file. To this date I have been unable to reach her. Hopefully we can come it some understanding. I do appreciate the your time for reading this and I hope to hear from you soon. Take Care.

[redacted], [redacted] originally had contacted me June 7th, of 2016 about his membership. He had stated that he had cancelled in Cn Rapids. Neither parties involved have record of him cancelling. He Would have had to come into the Burnsville location or send in a letter to the Burnsville location to...

properly cancel his membership. This is in his agreement that he had signed. He was aware of this. Thus, this was not a wrongful charge on our end because [redacted] had not cancelled his membership. During that conversation with [redacted] I did eventually cancel him with his authorization. I also notified him that he must talk to Cn Rapids to see if they had his cancellation form, and I also contacted Cn Rapids and they had no cancellation document on file, and [redacted] had no record either. I have since tried contacting [redacted] to see if he has found a document, in which if he does I will be more than happy to refund him. [redacted] has not responded to phone calls. Thanks, God Bless. Bryan [redacted] -- General Manager Planet Fitness Burnsville, MN. Club #0855 (P) ###-###-####

Initial Business Response /* (1000, 8, 2016/04/22) */
Memorandum
To: [redacted] Revdex.com
From: Planet Fitness, Michigan City, IN
Date: 4/XXXXXXX
Re: Complaint X XXXXXXXX
Thank you for forwarding the recent complaint from our Michigan City location, we have been in business for over 17...

years and receive any complaint very seriously. We have completed an investigation and offer the following response is in reference to complaint number XXXXXXXX.
We sincerely apologize to the member for the confusion with our cancellation procedure and policies. We rely 100% on the signed, circled, underlined, initialed and dated agreement when dealing with member billing and cancellation issue-s.
In an effort to close this matter and to demonstrate our appreciation for Mr, [redacted] support as a valued member we are wanted to meet both of his desired solutions. We have cancelled [redacted]'s membership and removed any balance due.

[redacted]
I am rejecting this response because:Policies are only good if they are followed. I NOW know what the policy is, several years after the fact, but AT THE TIME OF JOINING that policy was NOT followed. Nothing was explained in detail. The employee simply stated that it was $10/month (and didn't mention that it was actually $10.67 with tax) and that it was a ONE YEAR commitment. No cancellation policy was ever addressed. So, my whole premise is not that they owe me money from the end of that initial ONE YEAR term, it's that I DO NOT owe them the $31.00, later amended to $21.00, they threatened to send me to collections for if I didn't pay them at the time I went to Planet Fitness [redacted] to cancel, yet again. The nameless manager (I say this because she had a shirt that said manager but no name tag) could have avoided all this with some basic customer service. By her own admission, she didn't work at this facility at the time I joined, so she DOES NOT know that this employee did explain the policy to me. A simple apology and waiver of the $31.00 would have avoided this complaint. Her surly attitude and rudeness caused this complaint. I would never come back to any Planet Fitness location, but I would not have felt the need to file a formal complaint. This behavior is unnecessary and wrong. Sincerely, [redacted] incerely,
[redacted]

Just a follow up on this issue. I talked with her today and she said that she'd be coming back in to sign back up. I assured her she will be taken care of correctly this time and I offered her 3 free months on us along with no startup/prorate to join. Any questions let me know. Have a great...

day!Thanks, Killian

Ms. [redacted] attempted to freeze her account in September 2015 at which time she was informed she could not freeze the account over the phone and that the only reasons accounts were allowed to be frozen were for medical or military reasons. Ms. [redacted] never came into the club to cancel or...

fill out a freeze form. In October we attempted to draft Ms. [redacted]'s account and a stop payment was placed on the draft. After 2 months of non-payment her account was cancelled due to non-payment. In February of 2016, Ms. [redacted] attempted to reinstate her account with Planet Fitness but did not want to pay the $60.10 outstanding balance. The balance remains on the account. Until the balance is paid off Ms. [redacted] will remain inactive in our system.

I have received your follow up email.  However, we have not heard from you since the message below was sent to you on September 10th, with directions on how to resolve the situation.
 
We want to get this situation resolved just as quickly as I am sure you do!  Customer service is our number #1 priority.  However, we can not issue a refund without the proof the account was withdrawn from.  
 
Please contact the Green Bay West club, the Manager's name is Buchanon Schuester.  You two can set up a time to sit down and go over the issue.  Otherwise, please scan and email me the records and I can take care of it personally.
 
We hope that the this better clarifies your options and point of contact concern.
 
Have a great day!
 
[redacted]

To Whom it May Concern,
 
Mr. [redacted] signed up for a membership with Planet Fitness on 5/17/14, which is a 12-month commitment.  After his commitment is meant, his agreement would continue on a month to month basis until his membership is cancelled per his membership...

agreement (see attached.) The club requires cancellation of membership in person or via certified mail per his attached membership agreement that he agreed to as well. All items that pertain to his claim are highlighted on his agreement. Please let us know if you have any other questions.  Have a great day!
Regards,
[redacted]- CEO/COO

Case # [redacted]   Dear [redacted]   We make every effort to be transparent with our customers around our membership rates and cancelation policies.  Our employees make it a point to circle and/or highlight the methods of cancelation as written on our...

membership agreements before the prospect joins our facility.  We also thoroughly review that following a member’s minimum term, his/her membership will continue month-to-month with no commitment.  The member receives a copy of these policies and procedures once they are reviewed.  We charge an Annual Membership Fee that is fully earned when received and is non-refundable. Per the membership agreement, members must either come in to their home club to cancel or send a certified letter to their home club so that both the business and the customer have a signed copy of the cancelation and there is no confusion in the process.   Sincerely, Planet Fitness Connecticut Management

Good afternoon, We have attached [redacted]'s current agreement for review. A member can cancel at any time by sending a certified letter by mail, including any cancellation fees and previous dues, or in person at the home club where they have their active membership. Membership cancellation...

details are in the first paragraph of the agreement attached and signed. [redacted] currently has a membership that requires a buyout of $58 plus tax which was completed in June 2016. He can transfer his membership to a location near his relocation, send a letter by certified mail with the buyout dues of $62.35 or cancel in person at our home club with buyout dues of $62.35. Thank you.  Caitlin S.Club Manager340 S Hamilton RdGahanna, OH 43230[redacted]

Thank you for your time in reviewing this matter.

We have reviewed the information in Ms. [redacted] complaint.  Planet Fitness does not take any complaint lightly.  We have communicated with the staff at the Monona location as well as Ms. [redacted] herself. We have come to a desired settlement, and are pleased to have resolved the complaint. Should you need any further information, please let me know. 
[redacted]Operations Manager - Planet Fitness

Attached is a copy of [redacted]'s agreement. She signed up online for the white card (no commitment) membership on 12/2/2013. The first page of the agreement, the 5th bullet down, it explains how the cancellation process works and states that we would need a written notification by the 10th of...

the month delivered to the club in person or preferably via certified mail. Our records show no indication that she cancelled her membership. Management did go ahead and cancel the membership so that no future payments will be deducted from the account. Unfortunately we can not issue a refund due to the cancellation policy that was signed off on by the member.
Thank you,
Victoria L.

Hello,   I am the General Manager of the [redacted] Planet Fitness.  [redacted] had called the morning of 3/21/18 and talked to a staff member saying that she had cancelled her membership yet was still charged and wanted a refund.  After looking up [redacted]'s information the...

staff member noticed that we had a cancellation form that was done on 3/14/18 that had a certified letter attached with a date of 3/9/18 from the [redacted], Post Office.  The staff member then explained to [redacted] that the reason why she was charged is that we received the cancellation letter after the 10th of March, which is the last possible day to cancel and stop the monthly bill from coming out for the month and that we could not issue a refund.  [redacted] insisted that she was told that the letter had to be dated before the 10th and they would not charge her for the month and that she wanted to speak to someone higher up.  When I picked up the phone I asked [redacted] how I could help her.  She then told me what she had to say about not using the club the last month and that she had called several times and was told that as long as the letter was dated by the 10th, she would not be charged and that she did not think it was fair for her to be charged for something she was not using.  I then apologized about the confusion and explained to her that I had received the certified letter on the 14th and processed it right away.  I told [redacted] that the reason why she is charged is because we must receive the letter in club by the 10th of the month, which is one week before the bill comes out on the 17th of the month, to process the cancellation because it can take up to a week to process.  I also mentioned that this is stated on her membership agreement and offered to send an email for her to review her membership agreement, and that I noted she would be charged on 3/17/18 on the cancellation form I emailed to her so that she would see that.  [redacted] then became very upset and demanded that I refund her.  I tried several times to calmly explain that it does not benefit me to have her account charged and that I can understand her frustration but that I am unable to issue a refund.  I explained that I cannot issue a refund for a normally scheduled monthly payment, unless it is justified with proper documentation because I must submit that refund proposal to my corporate office.  [redacted] then continued to demand a refund and asked to speak to someone higher than myself, so I gave her the email which went directly to our corporate office to speak with them and made sure that she had the email correct.  After confirming the email, she then cursed and hung up on me.  If needed I can provide the documentation of the cancellation letter that was sent with a date from the post office in [redacted], as well as her agreement that was signed and the cancellation form that was emailed to her.  Please let me know if there is anything else you need from me.  Thank you for your time.

I am rejecting this response because it is imposible that another family  member use my card.  I dont know what make you believe that. My husband doesn't assist to the gym and my kids are all minors.  This place has a motto that says "not judgment" but they are doing the contrary.  Again if they have picture policy why they didn't  explain since the beginning? Please send the phone number for the person who try to call me yesterday.  It is not clear in the message.