Planet Fitness

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]

Dana signed up online on 11/**/2015. So everything was done electronically. All of her information including her credit card and checking information was entered by her, online and then e-signed. I received a certified mailed letter on Saturday, February [redacted]. Which according to the post office was...

sent out February [redacted], 2016, even though on the letter enclosed she had the date of December [redacted]. This was the first time I had heard anything of this situation of Dana's account. I called immediately on Saturday when I received the letter and some woman, that I did not get the name of, picked up the phone. I explained the situation to that woman and said to tell Dana to please give a call back at her earliest convenience. If she wants to cancel her membership there is a 12 month minimum term on the membership so there would be a 58 dollar buyout fee to cancel with in the first year or we do allow freezes for medical or military leave.

Letter Date: 1/2/2018 To Whom It May Concern:This is a response to complaint [redacted]. We have refunded the member for their November dues. Unfortunately, we can't go into detail about the members actions towards our management team. We can say that due to their actions over the phone the membership was cancelled. You can close this case.Regards,Retd L[redacted] Director of Operations Planet Fitness

Good afternoon, [redacted] signed up for a Black Card Membership on January 9, 2017 (agreement attached). The Black Card Membership is a 12-month commitment. The agreement states that the member authorizes the monthly dues are recurring and are withdrawn on or around the 17th of each month...

and the annual fee on March 1. To cancel the membership, the member must provide written notice in person or by mail (preferably certified) by the 10th of the month to prevent the payment on the 17th. We provide a cancellation document when members cancel in person. With the Black Card Membership, there is a $58 (plus tax) buyout fee to cancel within the first 12 months. [redacted] downgraded her membership to the No Commitment Membership on August 8, 2017 with a new manager at the location (agreement attached). When downgrading, members are required to pay the enrollment fee of the No Commitment Membership to downgrade. That fee was waived.    [redacted] then cancelled in the club on August 18, 2017. Per the agreement(s), we will not be issuing any refunds for this account.  Thank you, Daniel W[redacted] Planet Fitness Columbus, OH

Tell LJS FITNESS, INC.  DBA PLANET FITNESS2725 N Bristol StreetSanta Ana, CA 92706  [redacted]Revdex.com4747 Viewridge Ave #200San Diego, CA  92123-1688 March 29, 2017 RE:  [redacted] A [redacted]        [redacted] Dear...

Ms. [redacted], Planet fitness memberships are designed for easy sign-up and cancellations.  We thoroughly explain the membership terms and conditions of the membership, to include the cancellation process for each and every member that joins our club.  Members then receive an email confirmation of such details for their records.  Our cancellation procedure requires one of the following in order to cancel their membership: 1)      Member must send a certified letter to our location requesting the membership be canceled.  Upon receipt of the certified letter, the membership will be canceled using receipt date. 2)      Member may also come into the club and cancel in person.  When the member comes in person, they are required to fill out a cancellation form and sign the form.  At that time the membership is canceled in the system.  Ms. [redacted] to the best of knowledge did not come into the club to cancel.  Had she come into the club in person, she would have been required to fill out a cancellation form.  We have no record of such a cancellation form for Ms. [redacted].   When Ms. [redacted] called the club, she stated that she had sent a certified letter to cancel her membership.  Upon our investigation, we verified that her membership at that time was still active and verified that we had not received a certified letter.  At that point, she stated that she would send a copy of the certified receipt, for her convenience we told her she could email this document to us. We never received a copy of the certified receipt, only a copy of the cancellation letter.  We then touched base with Ms. [redacted] asking where our copy of the certified receipt was,   Ms. [redacted]’s admitted at that point that the letter was not sent certified, as our cancellation process requires, and perhaps it may be lost in the mail.  At that point, we apologized and explained to her that her membership was transferable to locations in the New Orleans area where she had moved and perhaps she would like to continue her membership use there in New Orleans.   We again informed her that we would require a certified letter or for her to come in person and fill out a cancellation form to cancel her membership.  Upon receipt of the certified letter, we would cancel her membership using the date of receipt as the cancel date.  We did finally receive a certified letter from Ms. [redacted] on March 17, 2017.  Ms. [redacted]’s membership was canceled on the day we received the letter March 17, 2017.  Since Ms. [redacted] did not follow the required cancellation procedure, we feel we do not owe her any type of refund.  I have included copies of email conversations and a copy of our membership agreement, highlighting the cancellation procedure.  Please feel free to contact us, should you require any further information.  Sincerely, [redacted]General ManagerPlanet Fitnessus why here...

This gym is pretty decent. But I think the people that work there are VERY IMMATURE. They are way too immature to be working for a company that involves a lot of memebr interaction. The manager could use more knowledge and classes on how to be a manager. She never takes care of anything, shes lazy, ONLY promotes her friends, which is not right. Promote the HARD WORKING people, not the lazy people that don't do anything. I don't care if they are your best friend, this is WORK not gym class in high school picking players for your team. The hard working employee's there DO NOT get noticed/promoted or anything I think thats pretty sad. For the amount you get paid an hours there I would not work there and do all that crap that they have to do! Some of the girls that work there are very [redacted] and think that they are "all that and a bag of chips" HA.. NOT! Change your attitudes ladies! No one is ever at the desk half of the time, the employee's think its funny to hide out in the bathrooms or break room so they don't have to deal with anything till the next person comes in... GROW UP! If machines are broken they take forever to fix them, always leaks in the ceiling, power going out.. This is a gym, a business that people in the community go to FIX THESE PROBLEMS!!!! ASAP!!!! No need to wait so long for things to get fixed! People want to use these machines not wait days on end till its fixed. The trainer there, I don't know how he got that job because he has no clue what he is doing. HE'S NOT CERTIFIED so if I were you I would not work out with him due to if you hurt yourself/injure yourself. He has been training the same women for awhile now and they don't look any different! Which is sad because you want to see results. When he trains people he is always on his phone, texting, looking at things, sits on other machines as he training someone and again looks at his phone, NOT being motivational at all with his clients, he's always running back and fourth to different clients (each client should have their own time, when their time is done, you move on to the next) he's not a pusher; "Come on, you can do this one more set/rep!" "You got this!" he should not be a trainer.

It is per policy and per the agreement we have on file we have to have a cancellation letter delivered to the club in person, or via certified mail. Per policy we scan all letters into the accounts after they have been received, and after looking into the documents uploaded onto the account, we did not receive anything regarding a cancellation that was scanned into the system. The letter you attached unfortunately is not dated or time stamped to show when we would have received the letter, nor is there any corresponding envelope to match with the cancellation form you are claiming was sent to the facility. We apologize for any inconvenience this may have caused.

We certainly apologize for any inconvenience this may have caused in your membership experience at Planet Fitness Brooklyn Park, MN.  We have been working closely with Hydromassage to ensure their machines can keep up with their high usage.  We have recently repaired these beds and are...

100% in their completed repairs.  These are newer beds to Planet Fitness and apologize for the inconvenience this has caused as we are learning to maintain these properly.  I will pass this along to our General Manager Jazmyne as she will do whatever it takes to ensure your experience is nothing but the best. Alex, Regional 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.
Regards,
[redacted]

Dear [redacted],   Our regional manager called multiple times in March 2016 and left a voicemail with no response. Our cancellation policies are clearly written on our membership agreements. 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.  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 cancellation and there is no confusion in the process. Our employees are trained on the cancellation policy and understand cancellations must happen in person or via certified mail, and we do not allow members to cancel over the phone. We can see in our system that your membership was cancelled as of 3/8/16 and we will remove your phone number from any future correspondences.   Sincerely, Planet Fitness Connecticut Management

Mr. [redacted] signed up for the 10NR which is our month to month membership and costs 10.75/month. It does not come with guest privileges. Mr. [redacted] was hostile when he came into the West Broad location and was told he did not have guest privileges. He was in violation of his membership agreement with his use of profanity and raising his voice with the staff members, who were only trying to explain to him that he had the month to month membership. Our black card membership costs 21.55/month and he was only paying 10.75/month since signing up in January of 2015. The membership agreement states that he was a 10NR member and the membership has been cancelled due to violating rules and regulations of his membership agreement.
Thank you,
Victoria Lloyd
Club Manager

Hello, Planet Fitness officially cancelled my membership in their systems on February 16, 2016 - nearly four months after the Planet Fitness employee I spoke with told me they had cancelled my membership. I then spoke with a...

supervisor February 4th (the same day I sent a written letter to cancel) who was aware of this and make absolutely no note of our conversation in the system, leading them to continue to charge me for the month of February on February on February 18th.  Regards, [redacted]
 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. 
Regards,
[redacted]

Thank you for your concern about this matter. I want to let you know that [redacted] resolved the problem with our membership. He was kind enough to transfer the membership to me.  I really love how the Revdex.com acts as a medator between people and business, I thank you for that. Revdex.com has helped me one other time in a situation with a business and the out come was also postive. [redacted] told some of what was the truth but not all of the truth. At the time my husband went to cancel his membership in writting he was not told that the police were going to be called. He went to hand the kid the cancellation and he would not accept it. We already knew they refused to cancel his membership we were just following procedures and putting it in writting. After several times of asking the kid to accept the cancelation he did. I didn't drag my husband out of Planet fitness we were done. I just wanted to say thank you for resolving this matter. I know from 18 years of experance as a manger it is best to handle situations early on. The saying the customer is always right is not true. The only problem is you lose that  customer and others.  Thank you.