Planet Fitness

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,

[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:
The response of Planet Fitness is not entirely correct.
Planet Fitness' representation of the dates is not accurate.  I did indeed ask for my refund within three business days of signing the contract.  Their security footage would show me interacting with one of their employees to make this request.  The employee said that he could not process a refund, only the manager could, and that I needed to talk to the manager, Nate about this.  Since Nate was not there that day when I made the initial request, I spoke to Nate about the refund the next time I saw him at the Gym a few days later, still the week of January 3rd.  The security tapes will show this if in fact they have them.
When I spoke to Nate, I did not request a Silver Sneakers membership.  I said I wanted to put my wife on a month to month membership for 5 months, until May.  Then in May my wife would get a silver Sneakers membership since that is when she would first be eligible.
Any email referred to by Planet Fitness on this matter is entirely internal to Planet Fitness.  No email was sent to me or my wife.  The date of January 18th they reference has nothing to do with when I requested the refund.  It may only be when Nate first communicated with his manager, I do not know.
Nate did offer to cancel my wife's membership and extend mine for an additional 18 months, but I explained to him that I would be eligible for a Silver Sneakers membership 4 months after my own 18 month membership finished, and extending mine by 18 months was not an acceptable solution.
I have been interacting with Nate regularly since the first week of January on this issue, and at no time did he indicate that I would not receive the refund.  He always seemed surprised when I told him that I had not yet got the refund check in the mail, and that he would contact his regional manager again to follow up on the matter.
My last discussion with Nate was in mid April, and he told me that the owner would be visiting the facility on Wednesday, April 13th, and he would speak to him about it.  I told Nate that I have been more than patient, and that I would file a Revdex.com complaint the following week if I did not get the refund that was due me.
Regards,
[redacted]

After looking
into this case further we found that Mr. [redacted]’s billing was reactivated due
to a systematic error that occurred while...

switching our billing software
companies back in 2013. We spoke with Mr. [redacted], explained the situation, and decided
to refund Mr. [redacted] the $382.60 that he requested. Mr. [redacted] is satisfied with
the outcome.
 
Thank you,
Planet Fitness
Connecticut Management

Company responded by phone. **
Cancellations are not done over the phone. Cancellations are not done through corporate.  There is no 18 month membership.  The company did get a new computer system that does not allow...

expired cards to be run.  Calls are being made to update customer records.  The consumer is a active member of the gym. There is a balance due. The company is willing to waive fees if consumer seeks to cancel membership.

Hello,  I have attached all correspondence and documentation for your review.  This member was notified of the specifics of the billing when she signed up in the club. I have attached a copy of the agreement for your review. In the billing portion of the agreement it states that...

the annual fee will be assessed on 12/01/2017 and that annual fee is non-refundable. Miss [redacted] initialed that she fully understood the billing procedure on the [redacted] in club.  These are common issues when members sign up online, however Miss [redacted] was fully informed on all the details regarding the billing of the membership by the assistant manager on the date she signed up.  As for the not addressing the cancellation, Miss [redacted]'s account was cancelled on 12/08/2017. I have also attached the cancellation paperwork and confirmation email that was sent to her email she added to her account.  I have added all correspondence, regarding this issue to this email.  Please let me know if additional information is needed.  Thank you,    [redacted]Regional Manager|Burlington Fitness, Inc d/b/a Planet Fitness VermontFax: ###-###-####| [redacted]

Revdex.com:
I have reviewed the response...

submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

[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 feel that I need to reimbursed, I was told it didn't matter what date I canceled I was not getting my money back, so when I got in town I went and canceled my contract. I contacted them on the 1st of June. But because I 1 day late I would not get it back? that is poor business 
Regards,
[redacted]

I have reviewed the members statements and here is what she is actually dealing with and what she needs to do. 1) Member claims that she is trying to cancel before her agreement “auto-renews” – In her agreement it clearly states that during her first 12 months she is contracted to make all payments...

and that after those 12 months the membership does continue, but it continues on a month-to-month basis. This means that if she was to cancel before 4/20/16 she would need to pay the $58+taxc buyout fee as stated in her agreement. 2) Member states that she was told to send a certified notarized letter – In members agreement it goes over the two ways to terminate her membership. The first way is to come into the club and fill out cancellation paperwork, and the second is to send a certified letter (this does not need to be notarized). She stated that by the time she did this her membership would have auto-renewed and she would need to pay a buyout fee. Again there is no auto-renew and we always go by the date that the letter was sent. This means that if she was billed before we received the letter that we would issue a refund if necessary. In this case it did not matter because the billing date of the 17th is within her contract period, so she was going to be billed anyway. 3) Member asked why she could not do this over the phone and was told it was because there was sensitive information – I personally have never heard of anyone giving this as an explanation, but the reason it needs to be a letter or in person is because we require a signature, and we obviously cannot get a signature over the phone. Again this is clearly outlined in her agreement. 4) Member says that this was a complete waste of time and said she was told to call back when a Manager was available – The reason she was asked to call back to speak with a Manager is due to her now accepting the requirements of the cancellation process. We provided her with all of the information that she needed, but due to her own actions this process had been dragged out. 5) Lastly the member said that she just wanted to cancel her membership so that she would not be charged for the month of April and that she did not want to be charged with an early termination fee due to this prolonged process – If in fact the member was trying to cancel before she was billed in April she would have needed to cancel by the 10th of that month in order to avoid the draft. If she did this she would be terminating her membership early since her contract runs until the 20th, and this would require her paying the $58+tax buyout fee as stated in her agreement. Nothing about this process, that again she herself has prolonged due to not wanted to follow the instructions of her agreement, has done anything to cause her to b billed in April. She was billed because she was still in a contract and she did not cancel by the 10th of the month which would have included the payment of her buyout fee. I am including a copy of her agreement which she signed on day one stating that she fully understood all of the policies, procedures, and details of the membership. She was given a copy of this agreement on day one as we do all members, and nothing that she was instructed to do falls outside of what is included in said document. Please also be aware that she has not cancelled as of this date. She will still need to send the letter of cancellation or she will continue to be billed. Her contract is up so she is able to cancel without penalty. Please let me know if you need anything else. Thanks!Sent on: 4/18/2016 12:03:04 PM

Hi [redacted],
 
We have actually been in constant contact with Mr. [redacted] on the issues he is having with his account.  Mr. [redacted] signed up on 4/24/13 for a 12 month agreement which then went month to month until he cancelled. As a courtesy we put Mr. [redacted] on a 3 month...

freeze over the phone because he moved and stated he was moving and would be back in February (Attached.) When a membership is put on freeze it then extends the contract for the amount of months the freeze was for (3 months.) Mr. [redacted]s contract is now not
eligible to cancel until 7/24/13.   Mr. [redacted] states that he sent a letter
to cancel, we have no record of his cancellation nor did he send a "certified letter" to insure a receipt of delivery for both parties. IF Mr.
[redacted] did send a letter in March like he states, then he would have cancelled his membership pre-maturely before his 12 month contract was up, which would have resulted in an early termination fee of $58+tax.  His agreement states that there are two ways to cancel, either person or by certified mail, which wasn’t done.  To this day Mr. [redacted] is cancelled in our system, but remains to have a balance of $147.32.  I have attached a copy of his agreement and also his check-in icon that states his balance. 
 
In order for Mr. [redacted] to stay cancelled in good standing, he would have to pay his past due balance.  We would be more than happy to waive $40 off of this balance which would take him to $107.32 owed.  Please let me know if you have any questions and have a great day!
 
[redacted]
[redacted]  |  Planet Fitness [redacted], [redacted], [redacted], [redacted], [redacted], [redacted] www.planetfitness.com

This member had signed an agreement for the Black Card membership. Our policy, that is written out in the agreement and initialed when a member is signing up, is that cancellations must happen by the 10th of the month for billing on the 17th in person or by Certified Mail. With the blackcard...

membership, which Bertha had signed up for, there is a 12 month agreement and a $58 buy out must be paid in order to cancel the membership before that time. This was explained by our Manager to Bertha over the phone on 4/12/17 and she refused to pay it, as a result we were not able to cancel the membership.

Attached is a copy of the agreement that was electronically signed by [redacted]. Highlighted on page one shows our cancellation policy that requires written notification by the 10th of the month delivered in person or preferably by certified mail. It also states that if you have a commitment and wish to end the membership early, a $58 buyout fee is required with cancellation.

To Whom It May Concern:
 
Member [redacted] will be refunded in full in the amount of $40. There seems to have been some misleading information provided to the member at the fault of the front desk associate. This matter has been brought to the attention of the...

General Manager and the staff will be retrained on the matter. Any questions, feel free to contact me at ###-###-####. Thank you!
 
[redacted]
Planet Fitness
Regional Manager
Greater [redacted] Area