Planet Fitness

Subject: ID: [redacted]To Whom it May ConcernThe Planet Fitness Watertown location received a complaint letter from the BetterBusiness Bureau. The complaint letter was dated Monday, January 25, 2016 and wasgiven the ID of [redacted].After careful review of [redacted]'a complaint we have come to the...

followingsolution. [redacted]'s membership with Planet Fitness Watertown has been canceledeffective today February 9, 2016. We have followed this cancellation up with anemail confirmation of the cancel as well as the general manager placing acourtesy phone call to [redacted]. Based on our records [redacted] is owed a refund of540.10. Attached to this letter you will find the approved refund proposal tohonor that refund. She will receive her refund check within four weeks.If you have any further questions regarding this members case please feel free tocontact me at j[redacted]SincerelyJason K[redacted]Planet Fitness

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]

As the manager of the Manchester Planet Fitness, I have trained my staff to accept only voided checks/starter checks with driver’s licenses, or something from the bank with the member’s name along with routing and account numbers to verify that the billing is theirs. We...

do not accept direct deposit slips, due to the fact that we are withdrawing from accounts and certain banks have a different routing number for that purpose.
Ryan accepted the billing that [redacted] gave him to update her account, but realized after she had left the desk that it was a deposit slip, not a check. Per our policy, he informed [redacted] of his mistake and explained acceptable forms of billing.  We cancelled her in the system immediately on March 2, 2014 when she wanted to depart from us, and she would have been able to write on the cancellation herself; this has been discussed with Ryan.
[redacted] had also sent me a letter to the club regarding this issue, and I had reached out to [redacted] multiple times, one being in the form of an email, which is attached. After leaving voicemails and sending an email, she failed to contact me back to discuss the situation.  We strive to treat all members with courtesy and respect and do our best to accommodate everyone accordingly.
 
 
 
Thank you!
Natalie
 
Admin Assistant
Planet Fitness Connecticut
35 Old Tavern Rd. Ste. 200
Orange, CT 06477
###-###-####

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

[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.  [redacted]6:45 PM (13 hours ago)tomeHello and thank you so much for taking time and consideration of my complaint.. I was contacted by a Planet fitness staff to let me know they waived my membership fees and cancelled my membership in good standing.Thank you,Dorothy Copeland

In reference to complaint ID [redacted] We at...

Planet Fitness understand and are aware of what went on with [redacted] however our files indicate he did not come into our place of business to cancel. We keep all files on hand and we do not have a cancellation for this member. We do apologize for his inconvenience and we granted the cancellation on 10/24/2015. We will not be refunding the money requested. [redacted] signed a contract clearly outlining our cancellation policy. Since we never received the proper cancellation notification from [redacted] those dues were still owed to us. We regretfully informed the member he would not receive a refund. If there is anything else I can provide for you feel free to reach out to me on this matter.

[redacted],we'd be happy to help you out here. First could you please tell me whether you indeed walked in or called in to make the cancellation?

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Clearly this is a matter of poor customer service on the businesses part. To expect payment for a cancellation fee when the situation is out of the control of the client is disgusting. I don't anticipate that the multi million dollar franchise will wave the $58 fee so I closed the account in which the money was being drawn. I have no intention of returning to this or any other planet fitness, nor paying the fee. Regards,
[redacted]

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.