Planet Fitness

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.

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]