Planet Fitness

We transferred a complaint to you yesterday. The consumer emailed us indicating that the case has been resolved with the business. I’ve forwarded their response!Sorry for any confusion!  Thanks, [redacted], Trade Practice Specialist Revdex.com Serving New Hampshire

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.I do not agree to pay $400 for a membership that I have not used and requested to be closed over a year ago. They also continue to charge me $20 per month for this membership I want it closed and backdated to January 2014 when I Notified the gym of my cancellation. I will pay any charges up until that month.
Regards,
[redacted]

Good afternoon, I have reviewed the account for the both members. It appears that the husbands account is being drafted on the same day as the wife's account but the card is either being declined for NAF or various reasons. Due to security reasons, I am only allowed to see the last four of the...

card number and it appears that both accounts have the same last four numbers.  My suggestion would be to have the club double check the entire account number on the husbands account when you are in the facility next. I apologize that I can not check that for you, it is just a security feature in place to keep that information private.  We apologize for any inconvenience this might have caused. If you have any question, please feel free to reach out to us directly and we will be happy to assist you.  Thank you,  Christine [redacted]

[redacted],Thank you for sending this our way and giving us an opportunity to correct. After talking with the member today and getting a better understanding of the details of their specific situation, we were able to make accommodations to meet the members requests and have apologized for any...

inconvenience that this may have caused. Please let me know if there are any additional details you may need and please feel free to contact the member to get their take of the measures we have taken.Thank you[redacted]

We are able to refund the return fee at this time, but cannot refund the monthly dues.If the member agrees we can have this processed this week.  thank you,

Complaint: [redacted]
I am rejecting this response because:   Changes were not able to be made online.  This was the problem from the start.   The General Manager NEVER responded to the emails nor phone calls.   How is this acceptable?  Also, since the person responding to this Revdex.com complaint CANCELLED my membership AFTER I made a complaint.  This could have been done to begin with.    Instead, this business did nothing.    It seems they still want to do nothing.    Fact is, I did my part to resolve the situation, Planet Fitness-Oak Lawn did not. Every response has been nothing but an excuse as to why they did nothing.   
Sincerely,
[redacted]

Hello,   We make every effort to be transparent with our customers around our...

membership rates and cancelation policies.  Our employees make it a point to circle and/or highlight the methods of cancelation as written on our membership agreements before the prospect joins our facility.  We also thoroughly review that 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 cancelation and there is no confusion in the process. We see that Mr. [redacted] has now successfully cancelled his membership.   Sincerely, Planet Fitness Connecticut Management

As per Planet Fitness Policy, the member signed and agreed to the terms that come with their individual Black Club Membership (see attached), these terms have been underlined and highlighted to note key points of this agreement. On or around the 17th of each month, Planet Fitness will deduct...

$19.99 for her monthly membership dues, and there will also be an annual fee of $39 billed each year on or around the first of June. The member signed up for the Black Card Membership on January 15, 2014. This membership is a 12 month minimum term, if the member wishes to cancel within their first 12 months a $58 buyout fee is required with the cancellation. Per the terms highlighted on the agreement, in order to cancel the monthly membership and stop the billing of the monthly membership on the 17th of each month, the club requires written notification by the 10th of the month delivered to the club in person or via certified mail. When a letter is certified, the member will receive notification from the post office upon delivery to the club. Also, as stated above and on the attached agreement, there is a buyout fee of $58 required with the cancellation notice if wished to be completed during the first 12 months of the join date. The member’s 12 month commitment date has ended on January 15, 2015; therefore, no buyout fee of $58.00 is required. Without proper cancellation procedures followed by the member, the membership will remain active. A $10 service fee will also be applied for each month the Monthly Membership Fee or Annual Membership Fee is returned uncollectable for reasons including, but not limited to, non-sufficient funds, expired credit cards, cancelled credit cards, overdrafts and closed accounts.We have gone ahead and cancelled the membership as a courtesy to the member. There will be no refunds given. We keep detailed records of all cancellations. We also provide a carbon copy to the member as well. In this case, we do not show record of the cancellation form. Therefore, we cannot process a refund request.
The member’s agreement is attached as well.
If the member has any questions, they can contact the gym at 765-642-4000.
Thank You,
Planet Fitness Anderson- Indiana

Revdex.com:
At this time, I have not been contacted by Planet Fitness regarding complaint ID 11448366.
Regards,
[redacted]

Complaint ID #: [redacted]   Dear Ms. [redacted], We make every effort to be transparent with our customers around our membership rates and cancellation policies.  Our employees make it a point to circle and/or highlight the methods of cancellation as written on our...

membership agreements before the prospect joins our facility.  We also thoroughly review that 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.  We charge an Annual Membership Fee that is fully earned when received and is non-refundable. 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 cancelation and there is no confusion in the process.   Sincerely, Planet Fitness Connecticut Management

Planet fitness stands by its statement that at no time was there a request for a refund until well after the 3 business days. All paperwork and email chains even though internal to us is still accurate and indisputable. We have mailed many refund checks because of the 3 day policy and this is just not accurate information being given by the complaintant.

Complaint: [redacted]I am rejecting this response because:
I should not owe any fees because I tried to cancel my membership via multiple avenues prior to any fees being accumulated.
Fees should be at zero. Any attempt to push fees through to collections would not be justified. 
I will file a complaint with the justice department in violation of the american's with disabilities act and also with the department of justice with the state of Oregon.
This does not seem right that I was told I could cancel my membership at any time when I signed up and upon being diagnosed with a medical condition that no longer permits me to use your gym or your services that I would be harassed for months and forced to pay fees for something I am no longer interested, nor able to use. 
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:  DON
Regards,
[redacted]

The complaint we received was in regard to the double billing of one of our members, [redacted]. We had [redacted] do a full search of the system for [redacted] account number to discover that it was not only linked with her account, but another member's as well, We immediately removed Jamie's billing...

information from the wrong account and contacted that person to notify thern that we needed updated billing information and that the account would be cancelled until we received that information. We then went through [redacted] provided bank statements and her A/R history in our system to figure out exactly how much was owed to her. After thoroughly going through everything and triple checking our calculations, we came to the conclusion that we owed [redacted] $417,90, This was derived from the following charges.- 15 months of double billing for $19.99 ($299.85) - 1 month of double billing for $20,05 ($20.05) -2 annual sees of $39 a piece ($78,00) - 2 service sees (according to bank statement) of $10 a piece ($20.00)Our local corporate office cut a check for the amount of $417.90 and it is being delivered to [redacted] home gym (Planet Fitness [redacted]) early the week of June 15". [redacted] has since been notified that she will be refunded in full and that she can pick the check up the week of June 15". The manager of the club will give her a call as soon as the check arrives,If you require any additional information, please give us a call at ###-###-####. Thank you,Dan Z[redacted]

[redacted] signed up with Planet Fitness online on November 02, 2016. Per agreement (attached), it states that her annual fee will be taken out on February 01, 2017 for the price of $39. But if you look at her Billing history (attached) the invoice for her annual fee was at 0.00 meaning that we...

did not draft any money from her account February 1st.  When looking into [redacted]'s previous club history (attached), it actually shows that we have only received one monthly payment from her on 2/21/2017 of $21.55 for her January dues. Looking at her club account (attached), she has a balance of $63.48 from her February dues and annual fee.  In addition to this account, [redacted] has had two previous memberships with us that were both "Return for collections" account meaning they were cancelled in our system due to balances. We never received any payments for either of those two accounts. Due to the annual fee not being withdrawn from her account, we will not be refunding the annual fee back into her account.

I received a letter about a complaint on my business and was referred to this website to answer the complaint. However I have not been able to figure out just where on the site to do that so I am attempting it here. The Complaint number is [redacted] I have read over the complaint and what I found is...

this... The member has a signed agreement in which the terms state that he has a payment of $10 come out of his checking account on the 17th of each month and if he wants to cancel and does that in person or by certified mail no later than the 10th of that month then he will not be charged. He also has an annual membership fee of $29 on October 1st each year that will be charged to his checking account unless he cancels in person or by certified mail no later than September 25th. Our billing file is extracted by a billing company [redacted] the following day and once that happens, we are unable to cancel the member in the club in time to stop that next billing cycle. The terms of the agreement also specifically state that we cannot accept cancellations by phone, fax or email. We have to have an compromised signature. That is why my staff told him that they couldn't cancel him over the phone. This man called on the phone and my staff told him exactly what they were suppose to tell him. He didn't ask for a refund then and he didn't ask to speak to a manager or call back to talk to a manager and still at this point, has not cancelled his membership and will be billed on October 17th. I knew nothing about this until I got your letter. He was one of many people who called about their annual fee but he didn't ask for help from me. I would have definitely tried to help him. I will try to contact the member and see what we can resolve and I would have worked to resolve it with him when he called if he had requested to talk to me. Presently since he hasn't even cancelled the membership yet, I cannot even propose that we refund him because he is still a member and all members pay that fee. Please let me know if I need to submit this some place else or if here was the right place. Thank you, [redacted]

After looking into the account, we do not have any documentation of cancellation. Attached is a copy of the agreement. As highlighted, to cancel the membership, the member must provide written documentation on or by the 10th of the month delivered to the club in person or postmarked certified...

letter. If the member comes into club, we have member sign a cancellation form which member would receive a copy. Any documents we receive or have members sign, we scan and store on member's profile. We apologize for any inconvenience.Daniel W.Planet Fitness CM2060 Crown Plaza DrColumbus, OH 43235[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 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 afternoon [redacted],  I am contacting you in regards to a complaint I had with a member of mine. I spoke with the member who provided the complaint [redacted] D. and came to a resolution. I discussed with him our rules on the situation, and why we asked him to stop in a more...

detailed explanation.    Thanks,

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.
I spoke with Dan H today, Thursday, August 13, 2015 at 9:08 am.  We both disagree with each other and due to the fact that I don't have my paperwork here at work to discuss this further we decided that Mr. [redacted] will email me today, 8/13/15, with a break down from Planet fitness and I will review it and get in touch with him to meet again to discuss this further.I did not get a call from Mac in August stating I have a 100.15 balance I received a voicemail on July 16, 2015 at 10:24 stating "I have a balance of 100.15 for May, June, and July that we need your updated checking account information so we can go ahead and process your payments, if you wish to cancel your membership we ask that you come in and pay your balance.  If your unable to pay your balance they you can write a letter stating your not a member and enclose a check for $100.15."  I find this odd because I have a voicemail on my phone May 23, 2015 from Mac stating "he has received my letter but still have a balance for August 2014 and May 2014 so please come in an pay those amounts."My question is, how do I have someone in your office listen to these voice mails and see the dates and times they were left?Thank you so much for your time into this matter.
Regards,