Planet Fitness

Dear Sir/Ma'amThe complaint we received was in regards to a member at the Pullman location. Ms. [redacted] will need to reach out to the manager at Pullman for further information regarding her membership account. Planet Fitness is independently owned and operated and our Morton Grove...

does not have access to Ms. [redacted] membership information. The manager at Planet Fitness Pullman is [redacted], she can be reached at ([redacted]@pfchicago.com.   Sincerely, [redacted] Planet FitnessChicago Regional Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[I understand the information was verified. I answered questions asked truthfully. However I did not submit for a membership online! This was explained. I have no reason to lie or be accused of false membership. I called the club from Hartford Connecticut!!!!!. I reached out to planet fitness to resolve this issue and was hoping for a better response. If I hadnt used services and explained I DID NOT SEEK OR SIGN UP FOR SERVICES. The resolution should be simple from a business perspective. I was told a 35 dollar cancellation charge will be charged on an account I did no t create.this is outrageous! Where is the solid proof that I SUBMITTE D THIS INFORMATION. There is none simply because I did not. I do not even have a computer! Im willing to escalate this issue and relay as much information to the general public that planet fitness will rip anyone off. I informed the club of fraud so I shouldnt recieve any more charges and should be fully refunded promptly]
Regards,
[redacted]

I have not been to this company in over a month in a half. I have changed my billing info on my online profile. This is a no contract services. So I have not been going they should not still be charging me. I mailed in a letter to cancel. They went in a erased my billing info I had on file because they couldn't get payment. They then went to a card that I use a while back and charge me. That card was NOT on file and they had no rights to use it. I didn't give them permission it was NOT on file. They are acting like they have nothing to do with billing and will not give me my money back that they TOOK from me.

Hi there,   I wanted to respond on behalf of Planet Fitness in Hillsboro, OR, to a letter we received. The letter was regarding [redacted] and [redacted] who got charged $39 and $29 respectively on June 1st for their annual membership fees.    It's very straightforward: our policy on...

cancelling is that you simply need to cancel by the 25th of the month prior in order to not be charged the annual fee.  If you come in on the 26th or later (or after it has already drafted), the annual membership fee is fully collected and non-refundable. The annual fee is not based on usage, nor are our membership charges. We allow for a very straightforward and simple cancellation process - we simply need the signatures by the appropriate dates.    We did not receive [redacted]'s or her husband's request to cancel until June 3rd, and therefore are unable to refund the annual fees. I have attached a copy of her agreement for reference, with boxes around the key points regarding cancellations.   Thank you.*Please view attached document.

From: Brandon E[redacted]<[redacted]>Date: Mon, Nov 28, 2016 at 4:36 PMSubject: [redacted] Revdex.com responseTo: [redacted]Hey [redacted],Attached are the two responses to [redacted]’s complaint. Let me know if there is anything else you need from me! I hope you...

have a great night! Brandon E[redacted]General ManagerPlanet Fitness Phoenixville###-###-####

We went ahead and waived all past due $ and cancelled membership.

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. In addition this was found out by another associate before that for some reason my account was transferred to some location in Colorado. Seems multiple locations have had my account as active at one time. I had previously asked that this be cancelled and to stop withdrawing from my bank account monthly but seems nobody from Planet Fitness has a hold on that process. I ask to please insure that this process is handled promptly and more efficiently in the future.

[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]
 Complaint: [redacted]
I am rejecting this response because I was checked in on Sunday, February 7, 2016 and the code on my card is [redacted]. Also, I did sign my name onto the tanning sheet for 9 min; bed 3. The next day I contacted Planet Fitness and advised their office to check bed 3 because I had left my [redacted]. The representative stated it was not located and I left a message for the manager. I then left my residence and went to Planet Fitness directly and spoke to the manager who stated he would recordings and get back to me the following day. No response was received and I called the Corporate office. I did file a written complaint at Planet Fitness as they allege I did not. They claim their records do not show me being there yet my card entered me in and I signed the tanning log,. The manager did not call me back and I called him and he stated he did see me entering the tanning area and then the cleaning people entered around 3 am. I advised Planet Fitness if the log is confidential then it should not be on display for all the customers to be able to view it otherwise it's NOT CONFIDENTIAL material. Also, I want the name of the Regional Manager who responded to this complaint since it was inaccurate and I will be filing a small claims case against Planet Fitness. 
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:  I was not told I could mail my cancellation.  And I was left feeling it would be cancelled.  I stand on my original complaint.

Revdex.com:
I have reviewed the response submitted by the business and have determined that, contingent upon my account not being drafted further, the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I wish to clarify that I would not have had to make this complaint at all if the manager's account of this matter were correct. I called the Cumberland location and spoke with three separate staff members who insisted I was not in their system and that I had the wrong location. However, I do appreciate the timely response. I understand that by choosing to accept the business response, pursuant to ensuring that my account is not drafted any further, that my complaint will be closed as resolved. Should there be any recurrent issues and/or concerns , I reserve the right to reopen the complaint.
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].
[Dear Sir, it is my opinion that customer service  is a main key ingredient in making a business great. In addition, businesses have a responsibility to the people of our country, to recognize customers who have had unforeseeable tragic circumstances that prevent them from following company protocol. In these instances, I firmly believe exceptions to policyshould be considered for those of us who are genuinely trying to do the right thing. That being said, I am not using my personal tragedies to gain anything other than what I feel I am rightfully owed. It is obvious that the planet fitness membership has not been used since June of 2016. I respectfully request reconsideration regarding your policy in light of my circumstance. I have the official death certificate and will gladly send that when we can hopefully resolve this matter. Thank you
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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have also received another charge to my bank account since this discussion started. 
Regards,
[redacted]

Good afternoon,        We have resolved this issue with our member. In fact she has rejoined planet fitness has of December 20th 2015.  We are happy to have her back.John

We wanted to respond to say we have already responded to this member before we received the complaint from the bureau. Mr. [redacted] reached out to the regional manager at the Downtown Milwaukee Planet Fitness. The regional manager has since refunded him the requested amount of $71.99 and has also...

cancelled his membership. The member should see the refund to his account within 7-10 business days. If there are further questions, comments, or concerns please feel free to let me know!Regards,[redacted]Planet FitnessOperations Manager(217) 836-0092

To The Revdex.com,Thank you for providing us with Mr. [redacted]'s response to our solution. It is our goal to have all members receive a positive experience with Planet Fitness; unfortunately we are unable to accommodate because our accounting procedures limit us to direct deposit a members account for a refund. We are more than happy to provide Mr. [redacted] with a company check for is refund amount that he may deposit in his account. We thank you once again and hope that Mr. [redacted] will be happy with our attempts to solve the problem.Sincerely,Jason K.RM

[redacted],
Hello my name is [redacted] and I am the manager at the Planet Fitness Elyria location. I received the complaint from [redacted] and would like to give you our response to the situation. I was actually the one who signed [redacted] up and he informed me that his wife was a member here and that he had been here before, therefore he was not given a tour. He had come in for a membership before but did not want to do the membership through a checking account. When we go over the membership we explain that the special for the $99 plus tax is a paid in full option and is non - refundable. [redacted] agreed and said he was waiting for the cash term. On the contract we cross out the whole checking account part because it is a cash option and is paid in full. [redacted] then called and discussed the situation with me and I told him the exact thing that we went over and he was very rude to me. After about 3 or 4 times of asking him to please calm down he continued with screaming and yelling. [redacted] then came into the gym with a cancel letter saying he wanted all of his money back and wanted to cancel. The staff explained to him that he paid in full and was non-refundable. He then proceeded to interrupt my staff while signing up members and tell future clients that they should not sign up. After multiple times of trying to talk with him and explain the situation, he kept on telling people that were coming into the gym that they should not be members and that they should not sign up. His wife literally dragged him out of the gym before we told him the cops would be called. While outside [redacted] then went on telling people that were coming in that they should leave and Planet Fitness was a terrible place. If you have any further questions you can contact me through email or you can reach me at the gym at 440 324 1324. Thank you for your time.
[redacted]
Planet Fitness Elyria-Manager
1553 West River Road
Elyria, OH 44035
Tel-(440)-324-1324
Fax-(440)-324-1330

Good Afternoon,[redacted] was in fact a member of our Planet Fitness located at 1800 Mendon Road, Cumberland, RI.  I am not sure which Planet Fitenss location [redacted] telephoned but, it must not have been our club.  Had she telephoned our club and we looked her up by name, she would have...

been found immediately (she is the only one in our franshise group).  She then would have been told how to go about cancelling her membership with us and a note is put on her record stating the concervsation and there is no record of any phone call.  However, there are many Planet Fitness location in the state of Rhode Island and we are not affiliated/franchised with any of them.  So, if she telephoned the wrong PF they would not be able to see her membership in their system.    However, we have used this letter of complaint from your office as authorization to go ahead and cancel [redacted]'s membership agreement #[redacted] effective July 25, 2017.Should you have any further questions please contact me.Sincerely,[redacted]Asst. Regional Manager[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me. I never cursed with the employee or got loud. I did however express my frustration to my friend who was at the gym while at the front desk. I never said the membership was fraud I said I never knew it existed because I didn't have any proper billing or notice. If my payments weren't being made I wish I had a notification of some sort. That is why I am upset. When I tried to resolve the issue with management I was treated extremely bad and disrespected multiple times. And not to mention that the employees at this gym never notified me over the past 3 weeks that I've stepped into the gym. But at this point I will never return to this gym because they are clearly lacking certain business skills. Send me a bill reflecting the $268. Thanks
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the lack of follow-up does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
I have received another bill from Planet Fitness dated 4/14 for $89.97 which is after I received two emails from the company, one from [redacted] the director and then [redacted] the manager at the actual location on 4/10 telling me the balance was zero and I owe nothing.  I understand this could have just gotten crossed in their system where my account make take a little time to be corrected and a bill just went out before it happened, but I need a statement showing an account balance of zero so I can have this for my records in the case my account may not have been corrected yet. 
 
I'm trying to be proactive with this as I just don't want this to be sent to collections in error or continue to get bills when I was told my account would be corrected to a balance ot $0.  I really appreciate your assistance with this.  I have mailed a copy of the emails and a copy of the statement to the local location with the address on the bill in hopes this may help.  It should be received in the next couple of business days at the latest.
 
Regards,
[redacted]