Sign in

Planet Fitness

Sharing is caring! Have something to share about Planet Fitness? Use RevDex to write a review

Planet Fitness Reviews (1410)

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  However, we can not issue a refund without the proof the account was withdrawn from.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.

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.

Check fields!

Write a review of Planet Fitness

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Planet Fitness Rating

Overall satisfaction rating

Description: EXERCISE & PHYSICAL FITNESS PROGRAMS

Address: 1010 US Highway 41, Schererville, Indiana, United States, 46375-1304

Phone:

Show more...

Web:

www.yelp.com

This site can’t be reached

Shady, yet now dead: once upon a time this website was reported to be associated with Planet Fitness, but after several inspections we’ve come to the conclusion that this domain is no longer active.



Add contact information for Planet Fitness

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated