Planet Fitness

[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]

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]

o Whom it May Concern:  Please see the attached letter as our response to this complaint. If you have any further questions please feel free to let us know. Sincerely, Jason [redacted]To Whom it May ConcernThank you for taking the time to reach out to us regarding [redacted]’s membership complaint. We take each members concerns seriously to make sure we have not made a mistake following the membership agreement.Mr. [redacted] is correct that he joined our New Hartford location on 08/10/2015; he did so by using our online signup agreement. On 02/06/2016, Mr. [redacted] using the online format transferred his membership to our Vestal, NY location. This transfer is a free service and does not modify his agreement in any way. The terms in question come at the end of his 12 month commitment; which would be 08/17/2016. The agreement clearly reads that any membership not properly cancelled after the 12 month commitment will continue being billing on a month to month basis. This is the practice that was followed per the agreement. We did not renew his membership for another 12 month, but simply followed the month to month billing procedure. On 10/10/2016 Mr. [redacted] brought his concerns to the general manager of our New Hartford location. The general manager canceled his agreement and any future billing. That same cancellation was then double checked by our district manager as well. We do not feel Mr. [redacted] is eligible for a refund at this time. There is no evidence that Planet Fitness broke the contract or wrongly changed Mr. [redacted]. Thank you for your time.   Sincerely,  Jason [redacted]  Director of Equipment Excellence  Planet Fitness Corporate Offices

Hello,  I have attached the member agreement to this email for your review.  The agreement states an annual membership fee will be billed to the member's account below on or around the 1st beginning on 02/012017 for $41.73 and will continue to be billed on or around the...

anniversary of that date each year thereafter until you cancel in accordance with this agreement.  The member did not cancel in accordance with this agreement prior to the annual fee date.  The annual fee was deducted after 02/01/2017, not January 15th as the member stated.  The agreement also states that annual fee is fully earned when received and non-refundable.    Thank you,           [redacted]Regional Manager|Burlington Fitness, Inc d/b/a Planet Fitness Vermont[redacted]

[redacted] and his wife signed up for Planet Fitness and both signed off on our membership agreement. He provided us with a card to take their automatic payments off. Part of the membership agreement states that a $10.00 service fee will be applied for any returned monthly payments. [redacted]...

and his wife's membership payment came back returned from the first attempt and than still declined for many re submits after that. His card declined our charge and he refused to contact the bank to ask why his charge didn't go through and assumed we would remove the service fee. As of this date he remains with the balance on his membership.

Hello, sans-serif;">My name is [redacted] and I am the representative of Planet Fitness Costa Mesa. I just wanted to follow up with you in regards to a member that had concern with our facility. Toni Lynn Chaco had reached out to you guys about our business, we were definitely quick to fix this. I had contacted [redacted] through phone call letting her know we would give her two free months to amend the fact we didn't open on time and were hard to get in contact. We do apologize for the inconvenience this had caused for everyone. And we are glad we were able to amend this. Thank you! If you have any further questions my personal number is [redacted]

Unfortunately, unless the membership is prepaid, there is no ending period. There is however a commitment with two of our three monthly memberships for twelve months.
When a membership is within the first twelve moths, provided it has a commitment, the membership is $58 to cancel. After twelve...

months that membership becomes free to cancel at any time. There is no need to sign a contract every twelve months as the commitment has expired. In many cases people mistake these instructions during sign up as meaning that the membership ends after 12 months. Explaining these details to new members is a big part of training, however most of the time people are so excited to sign up they are hardly paying attention at that point. This is why during the enrollment these details are laid out in separate paragraphs, gone over by an employee, and signed off on by the member.
We are always trying to do better in helping the members to understand, when they are enrolling, all of these details. Unfortunately we sign up so many on a daily bases, every now and then people misunderstand, and while that confusion can lead to upset, we do our best help our members in these cases. We do require that a member either comes in to cancel their membership to the location they signed up at, or they can send us a letter via certified mail. The reason for the mail being certified is so that the member has a tracking number as well as proof of the letter being sent encase it is not received. If that ever happens we allays refund any transactions that occurred after the date that the letter was purchased.
Our cancellation process is designed to avoid any mistakes. If a member cancels in person they will receive proof of that cancellation signed by a staff member, or if a certified letter was sent we are required to sign for it when the mail man gives it to us. This gives the member proof that a cancellation was done every time. That is how we do our best to make sure that when a cancellation is done the members can hold us accountable if they are billed again. While it has only happened twice in the nine years I have worked here, we issued a refund and corrected the problem both times thanks to the documentation that the members had. I hope this explanation is makes since, but I also understand how it can feel to be upset about a misunderstanding, and would gladly answer any calls regarding this incident. My number is 907.519.6943, thank you!

[redacted] came into our business and paid the buy out fee of $62.06 on the date of June 12th 2015 in regards to cancel her membership. She had to pay the $62.06 due to an early termination since her 12 month term was not...

up until January 2016. The employee that took her cancellation did not cancel her membership and she was billed for the month of July and August 2015  to the card on file. [redacted] was due a refund for those two payments in the amount of $21.45 each. I became aware of what happened on August 18th and I immediately canceled her membership and than I called my billing company with [redacted] and refunded her the amount of $42.90 to her credit card on file. The date the payment was refunded was August 19th 2015. Please tell [redacted] to look on her statement and she will see the reversals with our company.She is canceled with us and will no longer see anymore future payments.

I am rejecting this response because: I was unaware that I needed to come in to cancel my account because the employee over the phone ensured me both times I called that it was cancelled this is a mistake in your company not training your employees correctly on the right protocol. Also you can see from my records I have not been to Planet fitness since before July 2014. I am being charged for a service I have not used. I don't believe that it is right to charge me knowing that I have not used your services for that long.

Revdex.com:
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.
The contract is predatory. The clause that I should have to come in and sign something in person only serves to delay the cancellation of my membership. The company has also attempted to intimidate me with numerous automated calls reminding me that there is a balance due on the account which I have asked over a month ago to close. I also feel that requiring someone to come in in person is an intimidation tactic as you will have to face someone in person who may try to dissuade you from cancelling.  
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]

This member signed agreement t9/22/2017 which states every 17th she will pay 21.65 also it stafes that she will have a payment of 42.12. on November first and and  regular scheduled payment of 21.65 on the 17thmanager refunded one payment as courtesy.member was told about the bank account...

because we try encouraged people not to use prepaid card because there are always issue as we have currently.member has a year agreement which is current as of 1/30/2018.  We encouraged the member to read over her agreement.if there has been more than one payment in any other month besides November will refund.

Hello and good morning. My name is James M[redacted] and I’m the Regional Manager for Planet Fitness in the state of Alaska. I was out of town meeting with other franchisees last week when this event took place so I do apologize for not getting back to [redacted] until today. That said I have attached the...

incident report that was sent to me the day her membership was canceled. I also spoke with two people involved in the event this morning after trying to reach out to [redacted] to hear her side of the event. Unfortunately, it seemed that after someone had answered my call the phone was quickly hung up and I was unable to leave a message. I understand that since I have not spoken with [redacted] yet that the story I have heard is from just one side of the confrontation. I welcome a call back any time regarding the incident any time at 907.519.6943. In the meantime, because what I’m hearing is that [redacted] refused to sign in at the front desk in the fashion every member is expected to, and then refused to have a photon taken for her profile, her membership will have to remain canceled.   Every member must be checked in by a front desk employee so that their membership can be verified prior to allowing them into the club. The picture is just another way of confirming that people are who they say. While there was no question on behalf of the staff as to whether she was who she said, it is however Planet Fitness policy that all members take a photo so that the staff can better protect the rest of our members.  Refusing to take a photo results in a cancelation of one’s membership as it is a threat to the security of our facility and the people with in it.