Planet Fitness

Complaint: [redacted]
I am rejecting this response because:
Again, Planet Fitness is unethical, frauds, cheats, and liars.  They never informed me to cancel membership via a certified letter.  When I began to speak with them on the phone, prior to March 2014, I made it clear that I needed to cancel my membership because I no longer live in the area and it made no sense to pay for a membership if it wasn't being used.  The Manager at the [redacted], ** facility informed me I had to either come to the facility and cancel in person, or write a letter and cancel my membership.  I am a disabled veteran with a left leg amputation and in a wheelchair.  I have no transportation so I had to write a letter to cancel the membership.  I am NOT going to pay them money because of their incompetence and unethical behavior regarding settlement of this account.
They have 6 days to resolve this issue, or I am going to escalate this matter and file formal complaints for their unfair business practice with both the Texas State Attorney Generals Office - Consumer Fraud Division, and the Federal Trade Commission.  Frauds, and Thieves that Planet Fitness appear to be should not be permitted to operate facilities in the State of Texas.   
Regards,
[redacted]

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 feel the business is actually addressing my individual complaint.  They keep giving me the "that's what the contract says" response over and over without hearing me out.  My complaint is that my membership on the member login page was set to "None" next to "Auto Renew" (see attached picture) before the end of my 12-month contract, and therefore I was under the impression my membership would end indefinitely.  That is the fault of Planet Fitness for having a faulty website and reporting false information on the member login page (the false information being that my membership was actually still set to be auto-renewed even though it said otherwise (again, see attached picture).  Also, the actual contract does state that in order for a membership to be cancelled, a certified letter with the member's signature must be sent through the mail or must the member must physically go to the club in person to sign papers to cancel - neither procedure was followed according to the terms of the contract; the district manager cancelled the membership without me signing any papers which actually goes against their own contract.  I find it amusing that they seemed absolutely okay with breaking their own contract to cancel my membership but on the other hand "cannot issue a refund because it goes against the contract agreement".  I have now escalated my complaint to the New York State Consumer Protection Agency.  By not offering any sort of refund for the confusion or misinformation given on the website (again, see attached picture), I do not feel that business is acting in good faith to resolve this issue.   Sincerely, [redacted]

From: <lindsay.m[redacted]@planetfitness.com>Date: Thu, Aug 6, 2015 at 11:19 AMSubject: RE: Complaint ID [redacted]To: [redacted] <[redacted]@cleveland.Revdex.com.org>
In response to Complaint [redacted]:
 
As a Planet Fitness black card member, you are allowed to bring one guest per day....

 That guest will get general gym access and the ability to workout for free with you! A black card member's guest can be the same person every day for 365 days or it can be a different guest each day. This is explained at the time of sign-up for a new black card member.  It is also on page 2 of the membership agreement.  We also provide each new black card member with a PF Black Card Benefits sheets at time of sign-up to reiterate their benefits as a black card member and for future reference. I attached the documents for reference. Unfortunately, we are not going to discount her membership, as this is the policy that is enforced nationwide.
 
Thank you!

According to their cancellation policy on #9 it was notified to the manager in person several times that the gym is more than 25 miles away from residence. This notification was given to the manager since the beginning of the membership  and it will wave the $58.00 fee the have set up for early cancellation, but the manager didn't do the electronic cancellation and since then I was set on keeping the membership on me while saying always the manager "give it a try" to let the time pass by. Meanwhile he also attempted to set more single memberships on my guest to which it was declined. On April 12, 2017 I went again to the gym in person and from not attending already the gym at all. Their attendance records can show that I was using already the facility and on April 12, also the purpose was to get the electronic cancellation copy, but the manager continue refusing to provide it as until today's date as the copy of the contract. Phone call was never made as the statement they just made as a reply, since it was in person as camaras can prove and from the one it was finally given to me from manager a paper form cancellation that I signed and turned to the manager who refused to sign it. Please provide the opportunity to show this physical cancellation form that I signed and that in your system here wasn't able to get download. In this month I just got charged again in despite of the cancellation this place just had added an additional $20 and cents for now another month which is add to the amount that is getting requested as a refund.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

[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 Administratively Resolved]
I am rejecting this response because: After rereading the contract I signed yet again, there is clear information about the steps I must take to cancel my membership but not to change my billing information.  Contract  aside, I was given misinformation by the staff that I spoke to, can provide his name and the time of the phone call.  Being that I was told I would still be billed an additional fee from planet fitness for returned payment, it would seem that the staff provided incorrect information solely for the purposes of gaining profit.  I can provide the Times of the phone calls made, I'm sure if the calls were recorded my point would be proven.  Yes, I was lied to repeatedly by the woman I spoke with and it wasn't until I called 3 separate times that I received a response, indicating that there was no prior dialog on this matter.  Other than being lied to and now having my credibility questioned, I've since spoken to Planet Fitness Head Quarters and found that all upper management from this company that I have spoken with to be rude and simply inflexible to the idea of correcting their mistakes.  Giving misinformation to clients is in fact their mistake, not mine, they should be responsible for fixing it.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12656024, and find that this resolution is satisfactory to me.

Hello, I have attempted to contact Mr. [redacted] via phone and email in the past week with no response. In order for the membership to be cancelled he needs to send in the certificate of death so that we can cancelled the membership. Please note that when Mr. [redacted] signed up for his he authorized...

Planet Fitness to bill the account until it was cancelled. He has not provided the documentation needed to cancel the account. We will cancel [redacted]'s account once the death certificate and a cancellation letter is submitted to the memberships home location. Thank you,

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.  As best I can tell there was no response to my complaint at all.   Regards, [redacted]

[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:
I have not been to the gym in months. I work and go to school full time. I have not been able to get there. I was able to sign up online. Why isn't there an option to cancel online?
Probably because you count on customers not being able to come in so you can continue to take money from their accounts. How can I be charged for past fees if I have not used your facility?
Planet Fitness has received dues for months that I wasn't there prior to me disputing the charges so there should be no problem refunding me.
I will discontinue service and not come back. It sounds like unfair practices on your part that you would not be willing to refund me when you haven't lost anything. Furthermore, I would like to see your contract terms.
I would also like to know how you gained access to a credit card that I never authorized you to charge. I also would like to see your records that show the last time I was there.
I will be sure to advise my social media followers about how you treat your customers as I see you don't value them at all since you chose to e-mail me rather than reach out and make a telephone call.
I will await your response.
[redacted]
Regards,
[redacted]

Sent: Thursday, July 14, 2016 2:10 PMSubject: CASE [redacted] To Whom It May Concern: The agreement type stated on the...

complaint is not the agreement type we have listed on the account for this membership. Per the signed agreement on file, "To cancel your monthly membership and stop the billing of the Monthly Membership Fee on or around the 17th of the month, the club must receive written notification delivered to the club by the 10th of the month either in person or preferably via certified mail to the club address listed above.  Please note it may take up to seven (7) business days for any membership or billing changes to take effect.  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." The membership is not cancelled automatically, the member has to come into the club and notify the staff that they would like to stop any future invoices. The membership does not automatically cancel after the agreement has reached it's one year term. The agreement states, "If you have a minimum monthly term, your account below will be billed for a minimum of 12 months and will continue on a month to month basis at the monthly rate above until you cancel in accordance with this agreement.". We train all of our staff to have the best customer service possible, we regret any experience that reflected outside of this training. If this previous member would like to discuss this further please feel free to reach out to [email protected]. Thank you,  Naomi C[redacted] Regional Manager Planet Fitness Houston

To whom it may concern,I am no longer the manager of the Planet Fitness in Orem, UT. Located at 157 north State St. I do not have any knowledge of this situation and I have forwarded this issue to Ashley W[redacted] (manager of Planet Fitness Orem) and Tammy R[redacted] (customer accounts). Please refer any...

future dealings to Ashley. Thank you and I hope this helps move along the process. [email protected]@pfutah.com Kenny R[redacted]-ManagerPlanet Fitness City Centre 175 east 400 south SLC, UT 84124

I will accept their response on the condition that I don't receive any more phone calls about updating my credit card information. If I get any more phone calls, I will take further action.

We have reached out to [redacted] and settled the complaint at hand. We cancelled her Membership and waived her $79 balance owed. We also refunded her the months that she was supposed to be cancelled.

I have been a member of this gym on and off for 3 years. I honestly choose to go through the night or early in the morning (before 1st shift arrives) because first shift is extremely rude. The manager (?? the guy who wears the black shirt durring the day) is so incredibly rude and unprofessional, I am just baffled by their behavior. They really need to change their motto because every time I walk in there durring the day, that's all I feel is judgement. I feel like if they had better management the employees, who are also mostly rude and judgemental, would follow suit. This isn't a new occurrence, I've felt this way since 2013. I thought they were getting better, and there are some of the employees who are so nice and accepting, but there are still quite a few nasty ones that shouldn't be working with the public at all.

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,
 
Mr. [redacted] signed up on 8/26/2013 and is billed monthly at $21.70.  Stated on Mr. [redacted]'s agreement "To cancel your monthly membership and stop the billing of the monthly membership fee on the 17th of the month, 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 listed above." We have yet to receive a cancellation notice via certified mail or in person from Mr. [redacted] and his membership will remain active until this is received.  If Mr. [redacted] has a receipt of the certified letter that he states that he sent, we will be more than willing to waive any past due balance and cancel his account. As of today, Mr. [redacted] owes an outstanding balance of $86.80 and will remain active.  
Please see attached agreement and feel free to reach out with any questions.  Have a great day!
Regards,
[redacted] COO

[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]

As per Planet Fitness Policy, all 3 members signed and agreed to the terms that come with their individual Black Club Memberships. On or around the 17th of each month, Planet Fitness will deduct $19.99 per monthly membership dues, and there will also be an annual fee of $39 billed each year on or...

around the first of April. Per the terms highlighted on the agreement, in order to cancel the monthly membership and stop the billing of the monthly membership on the 17th of each month, the club requires written notification by the 10th of the month delivered to the club in person or via certified mail. When a letter is certified, the member will receive notification from the post office upon delivery to the club. There is no commitment on all 3 memberships; therefore, they can be cancelled at any time without having to pay a buyout fee but all other billing terms must be met leading up to a cancellation. If the accounts are not in good standing, they past due fees must be paid before cancelling. Without proper cancellation procedures followed by the member(s), the membership will remain active.  At no time will the billing stop if the memberships are not used, the billing continues per the agreement and will continue billing until proper cancellation procedures have been followed. In addition, a $10 service fee will also be applied for each month the Monthly Membership Fee or Annual Membership Fee is returned uncollectable for reasons including, but not limited to, non-sufficient funds, expired credit cards, cancelled credit cards, overdrafts and closed accounts.  As of 1/29/2018, all 3 accounts have a past due fee on the accounts: [redacted] past due $104.47 [redacted]l past due $104.47 [redacted] past due $114.47  We have gone ahead and cancelled the memberships bypassing the outstanding balances as a courtesy to the members. If they wish to return as members, the past due fees must be paid before rejoining and utilizing the gyms. There will also be no refunds given for any previously billed dues.  A copy of all three agreements are attached for reference.  If the member has any questions, they can contact the gym at 614-833-1200.   Thank You,   Planet Fitness Canal Winchester, Ohio

Complaint: [redacted]
I am rejecting this response because:
I have already requested termination of my agreement in writing and by email twice but Planet Fitness refused to respond. I have sent ANOTHER written request to terminate my contract. Each time I ask the attendants on duty over the phone how to cancel I get a different answer.  I have heard this is a common complaint among other pwople who wish to terminate their membership.  Is Planet Fitness suggesting I send ANOTHER termination request via certified mail?
Regards,
[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]