Planet Fitness

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 The agreement states that the member authorizes the monthly dues are recurring and are withdrawn on or around the 17th of each month...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.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Good evening,   Reattached as proof that [redacted] has been a member at the Planet Fitness, Dublin, OH location are two agreements.  Each agreement is related to the most recent account based on the name and phone number being the same.    The first agreement we have on record dates back to 1/28/2014, the day she signed up online.  She was not charged an enrollment fee. Attached are the invoices of billing for that time period.  The enrollment fee was $0 down, so no payment was required to sign up.  The first monthly bill would have been taken out on 2/17/2014.  However, February monthly dues were not received due to her credit card being declined.  In the following months of March, April, and May, monthly dues were again not received due to her credit card being declined.  According to her agreement, the annual fee of $41.93 was to be taken on 6/1/2014; however, her credit card was again declined and payment was not received.  The following July, August, and September monthly dues were again not received due to her credit card being declined.  In result of the accumulation of past dues, the account was officially cancelled on 9/30/2014.   The second agreement we have on record dates back to 9/2/2014, the day she signed up.  She signed up online, meaning she would have had to pay the $10 plus tax enrollment fee online.  Attached are our invoices showing the enrollment fee went through successfully.  Her first monthly payment was due 9/17/2014.  The invoices show that these dues did not go through due to her credit card being declined.  According to the invoices, in the following months of October, November, and December, the monthly dues did not go through due to her credit card being declined.  Due to the accumulation of past monthly payments not being received, her second agreement was then cancelled on 12/29/2014.   Reattached is her last and most current agreement that dates back to 11/2/2016, the day she signed up.  No enrollment fee was required to sign up so no payment was necessary.  The first monthly payment was due on 11/17/2016.  However, according to the attached invoices, the November monthly payment was not received due to a “Non Transaction Account.”  For December, on one page of the invoices for that time period, it says “Credit – Payment Made at Club.”  However, on a separate invoice page for that same time period, it says “BX Waive Balance,” meaning the balance was not paid, but was waived.  For January, the monthly payment did not go through due to “No Account/Unable to Locate.”  According to the attached invoices, the payment was collected at the club on 2/21/2017.  In reference to her agreement, the annual fee of $41.93 was set to be on 2/1/2017.  While claims were made she was billed this amount, our invoices show it was not received (invoices show balance to be 0.00).  For her February dues, the monthly payment was not received.    [redacted] called the club on 3/7/2017 inquiring about the annual fee.  When speaking to the staff member, she said the annual fee was taken without her knowledge or consent.  However, when viewing her agreement, you can see that the annual fee date of 2/1/2017 with dues of $41.93 was clearly stated with her signature at the bottom, which legally gives us her permission to withdraw any monthly or annual fees.  The staff member politely said he was not authorized to issue a refund.  [redacted] then proceeded to curse and demand we give her a refund of the annual.  She then said she was going to file a report with the Revdex.com.  The staff member apologized that he couldn’t be of further assistance.  She then asked for the staff member to cancel her account so she would not be billed again.  The staff member obliged and cancelled her account immediately, effective 3/7/2017. The $41.93 that she had mentioned was not withdrawn from her account an so we cannot refund something that was not taken.   Due to the previous account balances and the cumulative money that was and has not been collected, we will not refund the 2/1/2017 annual fee for $41.93.[redacted] agreed to all the terms, conditions, and policies stated in the agreement by electronically signing the agreement.   All relating documents pertaining to this situation have been attached.   Any further questions please do not hesitate to call at 614-538-1200.   Thank you,   Taylor P[redacted] Club Manager

I'm not sure how else to resolve this. I, [redacted] the regional manager,  personally have reached out using the contact information provided in the initial complaint. Please forward a copy of the documents needed to cancel the membership and we will cancel the membership once we receive it. I've copied the message I forwarded to Mr. [redacted]' email address on Wednesday, March 15 at 4:10pm. I also called the number listed, [redacted]. Hello [redacted], I hope this email finds you well. I have recently been notified by Revdex.com of your late girlfriends membership issue. I do apologize for the delay in getting a response to you. We can look into getting this sorted out, I'll just need you to send a certificate of death to the club, along with a cancellation letter stating that is currently your card on file. Once I have these documents I move this along for you.  Thanks, [redacted]Regional Manager|Planet Fitness Vermont[redacted] Again, once we have the documentation will cancel the account. Thank you,

Planet Fitness in Eatontown will cancel [redacted]s membership and waive all fees as a courtesy even though he was still under contract of agreement for the money owed. Thank you.

Good afternoon [redacted],I received your cancellation form on 10/5/2015 when I came in for the day. I saw that you haven't been to the club in quite a while and as a courtesy, I waived the 29 dollar charge that was on your account and cancelled it immediately. You do not owe any money and you will not...

receive any further invoices from Planet Fitness. I apologize for the confusion, but your account is all set. If you wish to have records of your cancellation or a copy of your payment history, I'd be happy to print you off a copy!Have a good day,[redacted]Club Manager[redacted]

I received your letter today in regards to Mr. [redacted] case ID [redacted]. Mr [redacted] is upset he was billed an annual fee. I looked [redacted] up in our system. [redacted] has been a member since 1/18/16 paid a start up fee of $10 not the $29 like he claimed in his letter. [redacted] was also...

billed the $29 annual fee last June 1st 2016 as well as this June 1st 2017 as stated in the signed agreement (please see the agreement attached, last page is specifically for the annual fee) . I also checked his check in history and [redacted] has been checking in regularly from the beginning of this year up until April 2017. [redacted] signed up online, and did sign not only the agreement but also the Annual fee addendum. Both of these signatures are done electronically when he signed up. I have attached the letter from the Revdex.com, his agreement, invoices, enrollment fee, and check in history to this email. If you have any further questions please reach out to me at 765-362-5900.   Thank you.   Stephanie

Complaint: [redacted]I am rejecting this response because: The business has made a clerical error and is trying to charge me for it. I don't need them to state that they have no record of the cancellation, that is obviously why we're in this position. This has been their only response to me. I went to the business signed the required paperwork like I was supposed to. This is their error not mine. This is now a matter of principle. They are wrong and trying to bully customers into to paying for their mistakes. They need to remedy the situation and admit their mistake. My next step with this will be taking the situation to the Idaho State Attorney General. As a business owner I follow the most business practice of "if something is wrong, make it right". I'm dumfounded that they think that their reputation is worth $60. Sincerely,[redacted]