Planet Fitness

Complaint: [redacted]
I am rejecting this response because:
When I called the first week of January to inquire about canceling my membership I only signed up for in December, I was only told to send in a letter via certified mail and was not advised to send it asap because the annual fee will be charged 2/1. The employees are not providing good information. This is not good business practice. This is not good customer service to treat clients this way. I am a student with limited income. 
Regards,
[redacted]

Please see attached. Membership signed up with the member agreement was for 12 months. After 12 months then month to month cancel anytime. Membership is still active and member recently updated billing info.

We have reviewed Mr. [redacted]'s response regarding his membership with Planet Fitness. Planet Fitness never collected his $39.00 Annual Fee, it was returned as an unpaid item. So far, we have only collected September monthly dues and October monthly dues. His Annual Fee and November monthly dues were not collected. Planet Fitness has cancelled his membership and Mr. [redacted] will no longer be billed.We hope this has resolved Mr. [redacted]'s concerns.

I did contact the manager of Dewitt location and put into place the refund request to Mr. [redacted]. We always welcome back any prior member and hope one day he returns to Planet Fitness. Per membership agreement member would need to cancel by 9/25 to stop the Annual Fee billing and to not be billed...

the Annual Membership fee. Mr. [redacted] did cancel on the 10/1 expecting a refund. Please note that the staff did no wrong doing in this cancellation and member is responsible for upholding agreement terms. I put the refund in place to hopefully have him back at Planet Fitness one day soon. Refund will come in check form usually 7-10 business days. Please email [redacted] with any questions

Good Morning, This case was taken care of on Wednesday February 21st, 2018. This is the date [redacted] and [redacted] cancelled their memberships. Thanks, God Bless. Bryan [redacted]

In response to the initial complaint filed by [redacted] regarding his membership with Planet Fitness of [redacted] a resolution has been reached as of October 27th 2017. [redacted] recently relocated to [redacted] with the intentions of transferring his membership to a location owned by a separate...

franchise group. To successfully transfer his membership the membership needs to be in good financial standing. Due to miscommunication with the transfer process a payment was missed and the account was in poor standing.  The management team for Planet Fitness in [redacted] waived his balance as a courtesy and cancelled his account. [redacted] can now rejoin for any membership type or any Planet Fitness location he chooses. [redacted] was pleased with the solution provided to him. The management team acted quickly to provide a solution and to ensure the quality of customer service provided by all associates of Planet Fitness. We look forward to his continued loyalty to our company and hope that this scenario shines a positive light on the values of our ownership group.  Thank you,  Planet Fitness Connecticut Management

We have looked into this account and do not have a letter, or cancellation on file for [redacted]. Attached is [redacted]' agreement with our cancellation policy is highlighted. Normally, the Black Card Membership does have a $58 buyout fee if cancelled within the first 12 months. [redacted]'...

agreement shows a 0 month term, even though signing up on June 29, 2016. Therefore, we would not charge the buyout fee."To cancel your monthly membership and stop the billing of the Monthly Membership Fee on the 17th of the month, the club requires written notification by the 10th of the month delivered to the club in person or postmarked via certified mail to the club address listed above."At this time, we have cancelled the membership but will not be giving a refund.

We have reviewed Mr. [redacted]’s complaint and looked into this issue. Our records show that this location is not part of our franchise group. It is our hope that Mr. [redacted] gets his issue resolved.

Complaint: [redacted]
I am rejecting this response because: I do not have an issue with the initial Buy-out my issue is with the additional 10.60 monthly fee I was charged and to say it is policy does not mean they aren't able to refund that fee to me. My god what and where are your customer service skills? I have never seen or had any issues with any company not wanting to go the extra mile to satisfy the customer - so what this means is even though the buy out shows "0" Balance and the system added an extra 10.60 to its BuyOut I really did not have a 0 buyout as indicated. And I am aware of the contract.Well I am still requesting that I am refunded the additional 10.60 -
Sincerely,
[redacted]

THIS SERVICE I WAS OFFERED SAID NO COMMITMENT CANCELL AND ANYTIME AND I ONLY WEN'T 2 WEEKS AND I CALLED AND ASKED IT I COULD CANCELL AND I WAS CHARGED 68.00 I THINK I WAN'T YOU GUY'S TO CLOSE THIS ACCOUNT.I WILL REMOVE THIS REVIEW WHEN YOU DO.

To whom it may concern,I contacted Sabena D[redacted] on February 22, 2016. When I spoke with her she let me know that she had stopped payment through her bank and that the bank would be processing a charge back for the amount she requested. Sabena is not a customer of our [redacted] Planet Fitness...

franchisee. On July 16, 2015 at 3:43PM Sabena transferred her membership online to a [redacted] Planet Fitness which is NOT our franchisee's. I attempted to assist Sabena last Monday and explain to her that our business is not the one that has been billing her. She stated that she did not need any assistance further. She hung up on me and asked that we stop contacting her.Please find attached record of Sabena D[redacted] transferring her membership and automatic payment draft out of our company location. Her complaint is generated at another Planet Fitness Franchisee:EMAIL CONFIRMATION TO SABENA D[redacted]:An Online Transfer Request has been submitted. The transfer information and proper procedures are listed below. Please ensure the member is eligible to transfer and is cancelled from their previous location.Submitted on Thursday, July 16, 2015 - 03:43PMHome Club: [redacted]Agreement Number: [redacted]Transfer To Club: [redacted]First Name: SABENALast Name: D[redacted]Email: [redacted]Member GUID: [redacted]When she contacted our corporate office in New Hampshire, they were unable to assist her due to her being unreasonable and unwilling to accept assistance over the phone.Please find attached the record of Sabena's conversation with our corporate office in New Hampshire, also a separate business/owner from our [redacted] AZ Planet Fitness.Also attached are payment records for Sabena, showing that her payment was stopped after the July 17th of 2015 payment, due to her transferring her membership to another location.This is clearly generated at the wrong Franchisee.Thank you for your time.Sincerely,Tell us why here...

Called business spoke with [redacted]. He stated that the amount that was refund was the amount that was agreed upon between [redacted] and corporate.

Response:
sans-serif;">The issues presented in this complaint have been resolved with our member directly and need not be addressed further by any third party. Please feel free to contact the customer to confirm that any and all concerns have been addressed.
Sent on: 1/19/2016 5:54:55 PM

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12660706, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:Unfortunately, [redacted] is lying again... If you'd like to hear the recording please let me know, thank you. This situation went beyond my initial problem and concern; because she never let me finish my complaint, she never knew the full reason of why I called. The "business response" simply recited my "agreement" with Okemos, MI Planet Fitness. I never once disputed my "agreement" with the facility. To be interrupted, hung up on, lied about by this representative of Planet Fitness, I feel more than relieved that I won't have to deal with this scam anymore. The company is no more than a "money-grabbing" opportunity, and obviously [redacted] is desperate to keep her job there. It was easier for me to talk to an overnight employee than it was to a "higher-ranking" person. At least I can say that it wasn't a staff complaint but a complaint about one Manager, named [redacted], instead.  I absolutely want my $39.00 Annual Fee back... A business like this is terrible... And at least I know I'm clearly not the only person that has dealt with them (I had bank tellers informing me of their own problems with Planet Fitness!) All in all, [redacted] didn't want to deal with yet another customer complaint, and completely exaggerated and lied about how she reacted with me as a customer. My membership is done on Saturday, February 17th, 2018... I don't have lie about a single thing... I was definitely upset with the escalating situation, and [redacted] and Fred show great examples of how NOT to run a company. If nothing else, Revdex.com should really take a deep look into this company and its franchises. Thank you. 
Regards,
[redacted]

Thursday,
October 23, 2014
Dear [redacted]:
I am writing
in response...

to complaints number [redacted] and [redacted], which are identical
complaints against our business, Planet Fitness.  The members filing these simultaneous
complaints share billing information and therefore experienced the same issue.
Following the
first notification of these complaints, both members came into the facility,
without being contacted, to resolve the dispute.  Unprompted, the offer was made to pay any
debt owed and resume use of their memberships with our Planet Fitness.  I personally offered, as was indicated in the
original complaint, to eliminate any service fees for uncollectable billing and
accept payment for only the monthly dues outstanding.  Upon provision of new billing information for
each of the accounts, the unpaid monthly dues were paid and the members have
resumed regular use of their memberships here. 
As a result,
we consider the matter resolved and see no need for further action or
intervention on the part of the Revdex.com. 
Should our members feel otherwise, we will be happy to provide
documentation of their respective membership agreements and records of the
subsequent steps taken and conversations had. 
I appreciate your notifications of complaints, and look forward to your
confirmation that these matters are officially considered resolved.   Sincerely,
Matt D
General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and require one minor change to the settlement payment method in order to finalize the deal.  For your reference,  I have outlined my request below.I accept the refund.  However I do not accept checks.  I would like the money routed electronically into my checking account.  If this is acceptable, I will provide my bank routing/account number for the transaction.Please let me know if this is acceptable.I was back to the gym on one final occasion before I read this email.  I spoke to maintenance tech as I was working out and he was doing an excellent job cleaning up the work out areas.  The gentleman cleaning the floors is a very nice guy.  Thanks to the Revdex.com for all there assistance in this matter.   
Regards,
[redacted]

The complainant signed up for a fitness membership on January 15,2015.  A copy of her membership agreement is enclosed.  As you will note she initialed the section of the agreement that said she read and understood all billing and cancellation policies, as well as, signed at the bottom...

agreeing to comply with all membership policies.  our policies stipulate that we do not make any billing changes or cancellations over the telephone.  That is clearly spelled out in the agreement.  Since she did not comply with our cancellation policies, which are probably the most consumer friendly in the industry a refund is not appropriate.Thank you,Robert P. K[redacted]

Dear Sir/Madam: The complaint we received was in regards to a cancellation that was never completed for one of our members, [redacted] After further investigation we have noticed Mr. [redacted] came in March 26, 2015 to sign up for membership and never was checked in again. After speaking with our...

billing department they have confirmed monthly charges on the account and will be reversing charges dating back to April 2015.  Mr. [redacted] membership account has been cancelled, confirmation sent via email and a refund of $219.45 will be processed back to the credit card we have on file.  If you require any additional information, please give us a call at [redacted] Thank you! Sincerely,                                         ...⇄                                                                                                                                                                   [redacted]                                         ...⇄ Planet Fitness                                         ...⇄ Chicago Regional Manager

Revdex.com:
I have reviewed the offer and/or 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.The business is not addressing the issue what so ever. I cancelled my account via the phone. Then months later they tell me it isn't possible to do it that way. I will not accept responsibility of charges on my account because an employee at Planet fitness was not trained properly on how to cancel accounts. To my knowledge my account had been cancelled. Which is why I never checked into the gym since I knew I no longer held a membership. I put a stop payment when I realized they were drafting from my account after I had cancelled. When I decided to start a new membership, they informed me I had never cancelled and I had this outstanding balance. They told me nothing was their fault and that they had sent the bill to a collections agency. They offered no sort of apology for what they had done and ended up hanging up the phone on me. They have lied several times when I had called in the past and told me that because they have no notes on their computer system about my phone call that it didn't actually ever happen. Obviously when its a complaint the employees just decide not to document the phone call at all. They owe me the money that they illegally drafted from my account, and I expect the "bill" be wiped out of the collections agency immediately with no traces of that on my credit score. 
Regards,
[redacted]

As can be seen in the supporting documents, Ms [redacted] was in contact with our location on 3 separate instances.  We keep very specific notes on these calls as our management staff must keep in constant contact across shift changes etc.  Ms [redacted] was calling in reference to her...

daughters ([redacted]) account, which was originally started at a different franchise location in the same city ([redacted] Planet Fitness).  Her daughter allegedly stole her billing information and signed up.  Her daughter then transferred the membership to our Franchise Location here at Warwick Ave.  This transfer brought the billing to our location without any agreement data.  Her billing just gets transferred to our club as opposed to the other franchisee.  Ms [redacted] contacted us on 2/17/2017 when she first realized her daughter ([redacted]) had "stolen" her billing info.  Granted she had been getting billed by not only our club but the [redacted] location for at least the past 7 months.  By policy, Planet Fitness will not refund due to stolen information.  This situation requires the proper steps taken for fraudulent activity.  We told her this on 2/17/2017 as noted in the supporting documents.  We told her [redacted] (her daughter) had been using the clubs also noted in supporting documents.  At that time Ms [redacted] told us she would have [redacted] come in and cancel the next day (PF Policy cancellation requires documentation, we will gladly cancel the account just send in [redacted] or send a certified letter) [redacted] never came in and no certified letter was ever received.  Thus on 3/17/2017 the next billing date. We received another call from Ms [redacted] screaming at our staff for the same reason..  At this point she was asked to stop screaming at us and to have her daughter come and cancel the membership.  She was irate and the manager asked her to call back when she would like to discuss the situation in a more cooperative manner.  We did not hear back with a cancellation or otherwise.  until we received this notice from the Revdex.com.  We have complied with Ms [redacted] and also broke our own policies and cancelled the membership to avoid having to deal with her screaming and swearing at us. This is a good case of someone not applying proper parenting and holding their daughter accountable for her actions.  We have followed PF policies to the letter, even broke policy in her favor to solve the issue and avoid our staff (also humans) from having to deal with her swearing and screaming at them on the phone.  We will not be issuing a refund as the account was used by the daughter.  And a resolution per our policies were issued to Ms [redacted] and she did not come in to cancel the membership.