Planet Fitness

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]

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]

I went over a year ago and filled out cancel form, My wife and I had cancelled our memberships, still charging us fees for the year and per month
My wife and I went and cancelled our membership over a year ago, might even be 2 years now, I have emailed numerous times about it since then, they keep charging yearly fees and monthly fees to both of us, 20.00 per month, 12 months per year, 440.00 for a year. I told them last time if they kept charging me they would be doing so fraudulently, they continue to charge us. I want it to stop and I want my money back from a year ago, they had no right taking it from my bank account. They can look up my account, I haven't been there in years but they refuse to stop charging me. THIS NEEDS TO STOP IMMEDIATELY.

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.