Planet Fitness

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.

January 27, 2016 Re: Case # [redacted] Mr. [redacted] called the Torrington Club on December 29, 2015 at approximately 1:25 p.m.  At that time our manager explained to Mr. [redacted] that he could cancel his membership by either coming into the club or by sending a certified letter.  Our...

manager also informed Mr. [redacted] that in order to process the cancellation, we would also need to receive the balance of $93.96 due on his account.  Our manager explained to Mr. [redacted] that he could enclose a check with his cancellation letter and she would then be able to cancel the account at the time of receipt.  Two days later our manager received a letter from Mr. [redacted] expressing his want to cancel however, there was no check included. Our manager phoned Mr. [redacted] and left a message explaining that she would not be able to process the cancellation due to the fact that he still had an outstanding balance.   Mr. [redacted] then began calling the club multiple times each day and yelling at the staff regarding the cancellation policy. Staff as well as the manager tried to explain to Mr. [redacted] that the policy concerning cancellations is a corporate policy, not a club policy. Staff and our manager spoke with him multiple times in a matter of two days, but he refused to pay the balance. On January 1, 2016, our billing company, successfully collected the following amounts from Mr. [redacted]’ credit card:                $21.32                $10.00                $21.32                $10.00                $10.00                $21.31 This total is the outstanding account balance for Mr. [redacted] of $93.96 As soon as our manager became aware that these transactions went through she cancelled Mr. [redacted] account - the date was January 13, 2016. The only other transactions that we found for Mr. [redacted] were on 12/12/15 which were also successfully collected by our billing company:                $21.32                $10.00 Mr. [redacted]' credit card was denied on the following dates:                 09/17/2015                 10/17/2015                 11/17/2015                 12/17/2015 The total of these transactions is $125.28. The $21.32 charges are the standard monthly fee for [redacted] Card members and the $10.00 charges are late payment fees that are clearly outlined in our membership contract: In accordance with applicable law, if our first attempt to collect any fee under this Agreement is unsuccessful, we may make additional attempts to collect from any/all payment methods you provide us, and a $10 service fee will be applied for each instance we submit or re-submit such payment request and it is returned uncollectable for any reason including, but not limited to, insufficient funds, expired or cancelled payment cards, overdrafts and closed accounts. We are not liable for any fees charged by your financial institution in the event a payment request is returned as uncollectable Sincerely, Planet Fitness Connecticut Management

I apologize for any inconvenience that our member has encountered due to this issue. All of are members are valued participants within our...

team. As of today the member is still within a commitment with us and as it states in his agreement, "If your membership has a minimum commitment, and you wish to cancel your membership early a $58 (plus tax) Buy Out fee is required with your cancellation." Also stated in the signed agreement, " Your account below will be billed on or around the 17th of each month beginning on Sept 17th 2013 for $21.70 per month or until you cancel in accordance with this agreement." Currently the membership is still active and in good standing. We strive to provide our members and potential members with very honest and upfront pricing and policies. In the agreement also is our cancellation policy, " To cancel your monthly membership and stop the monthly billing on the 17th of the month, the club requires written notification  by the 10th of the month delivered to the club in person or preferably via certified mail." To date the requirements have not been met for us to cancel the membership being the reason for his continued charges. Attached is Mr. [redacted]' membership agreement. Feel free to contact me for any other info.

To Whom It May Concern:We received a letter from the Revdex.com for [redacted]. Mr. [redacted] has stated he has tried to cancel out his membership at the Hermitage Planet Fitness by sending a letter. We have not received a cancellation letter from this member. The membership agreement...

states, that in order to cancel a membership you must cancel at the location in person and/or by sending a certified letter. We have no record of Mr. [redacted] doing either. We would be happy to provide Mr. Fry with a copy of his membership agreement. At this time we have cancelled [redacted] at the Hermitage location. If you have any further questions feel free to contact me via email at [redacted] or by phone at the number listed below. Have a great day. Thank you, Danielle B[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.  Regards,  [redacted]Yes I understand there is a contract but as I told PF I joined in April  2013 I had two injuries at work and I was unable to use PF.  I never went not even once to PF.  I paid approx. $900.  When I cancelled my membership and realized that they charged me another $29 one week after I cancelled I was very upset.  I understand now that when they receive  your money there is no hope of ever getting it back.  Thank you

I was no told I needed to have it send reg. mail.  I did drop off at your location in Oak Lawn a number of times too how do I prove that . I just want my money back I did was I was told by he people that did work there.
 
Mrs. [redacted]
ComIplaint: [redacted]
I am rejecting this response because:
Sincerely,
[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]

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 have contacted both club locations both said the membership had ended. My online account also shows it's been cancelled. I've already contacted my bank to stop payments from Plantet fitness. If they aren't any funny business I will contact my lawyer.  Regards,  [redacted]

Initial Business Response /* (1000, 5, 2017/12/04) */
Thank you for forwarding this as we take any complaint very seriously. I would like to apologize to the member for any confusion. We have completed our investigation and offer the following response:
The member joined on 4-14-2014, I have...

attached a copy of the membership agreement for your review. The membership the member selected required automatic billing and the account we had on file was closed. Per the agreement it is the responsibility of the member to keep this billing account current.
It is against all billing practices for us to accept payment over the phone. All the member has to do is go into the club, pay any past due balance and update the billing account going forward. The member can also submit to us a secondary billing account as a precaution.
Initial Consumer Rebuttal /* (3000, 7, 2017/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have paid in person and acted accordingly to the situation. I am not happy with the service I was given and will attend the Elkhart planet fitness.