Planet Fitness

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]

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.

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]

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

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.

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.

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

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.

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.

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]

Mr. [redacted],Thank you for your recent feedback regarding your last rental from Sixt  of Indianapolis. When booking on-line at www.Sixt.com all of the terms and conditions are listed on the estimate page.  There are two places to see this information; one is under "Terms and...

Conditions" and the second is under "Rental Information"  The information below was listed under the rental information tab and lists the Territorial restrictions as it relates to rentals from the Indianapolis location.  If you book on any other site other than Sixt.com similar restrictions are listed under "Geographical Restrictions may apply".  Due to the potentially high cost of charging the listed $.50 per mile we offer an additional daily fee to remove the geographical restriction.  For your rental I believe you paid $6/day to have the restrictions waived and in return received unlimited mileage for the entire United States.I hope this helps explain the charges and we hope to see you again at Sixt of Indianapolis.  I have asked our sales department to mail you a $50 coupon to be used for a future rental.  You should be receiving this is in the mail over the next few days.  If you have any further questions please do not hesitate to reach out to myself or the the branch manager at 317-688-6121.Thank You,Phil S[redacted]Sixt Indianapolis. Territorial Restrictions & Rentals Across State LinesIn general the rental vehicle may only be used in the state of pick-up and the surrounding geographical area (Region) as specified in the table below:State of Pick-UpRegionArizonaCalifornia, Colorado, Nevada, New Mexico, UtahCaliforniaArizona, Oregon, Washington, Nevada, UtahConnecticutRhode Island, Massachusetts, New York, New Hampshire, Vermont, Maine, New JerseyFloridaAlabama, GeorgiaGeorgiaAlabama, Florida, South Carolina, TennesseeIndianaIllinois, Kentucky, Michigan, OhioMassachusettsRhode Island, New Hampshire, Vermont, Connecticut, New York, Maine, New JerseyMinnesotaNorth & South Dakota, Iowa, WisconsinMichiganMinnesota, Wisconsin, Illinois, Indiana, Ohio, Pennsylvania, New York, Ontario (Canada)NevadaUtah, Arizona, California, Idaho, OregonNew JerseyNew York, Pennsylvania, Delaware, Massachusetts, Connecticut, Maryland, Washington D.C.PennsylvaniaOhio, West Virginia, Maryland, Delaware, New Jersey, New YorkSouth CarolinaGeorgia, North CarolinaWashingtonBritish Columbia (Canada), California, Idaho, Nevada, OregonTexasLouisiana,Oklahoma, Arkansas, New MexicoRenters using the rental vehicle in violation of the applicable territorial restrictions will be charged a fee of USD 0.50 for each mile the vehicle has been driven during the rental.For one-way rentals across state lines, the geographical restrictions described in the table above are waived with a matching itinerary showing the same pickup and drop off locations. However, the Vehicle may only be used in the continental United States as well as British Columbia and Ontario, Canada.

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]

Member joined ONLINE on 12/19/17.  A copy of the contract was sent and received to her email address. The agremenet signed was for 1$ to join and 10$ a month with an annual fee of 39$ billed on 2/1/18. The members dues for the last two months as well as the annual fee were declined....

The member has paid no dues or annual fee to the gym as her account came up insufficient funds. To be clear. The member has paid nothing.  She now requests the club manager be fired and be paid for the dues back that she never paid.  And also her membership be canceled.  The memberhsip was canceled today when this person came in. I will also waive the balance of 89$ she has if she is satisfied.  We however can’t fire the manager that had nothing to do with the memberhsip she signed up for or for balancing her checkbook. If not satisfied we will send the balance to collections on March 1.

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]

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

From: [redacted] Sent: Thursday, June 23, 2016 8:14 AMTo: [redacted]Cc: [redacted]Subject: Complaint # [redacted]I tried responding on the website but it would not allow me to submit our response....

Here is our response. We are sorry for this experience. Attached is a copy of [redacted] signed agreement and a/r history. The agreement states that we bill $21.55 on or around the 17th of each month. There is an annual fee of $41.93 billed on or around June 1. We did not find any hidden charges applied to the account. At this time, we will not cancel Tether Sparks' membership. The membership can be cancelled by terms in agreement. To cancel the membership, we ask for written notification to be provided to the club in person or by mail (preferably certified) by the 10th of the month.

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.

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 [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]

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...