Planet Fitness

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.

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.

[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 is satisfactory to me. 
Regards,
[redacted]

I opened an account at Planet Fitness and when I signed up they didn't tell me that they will charge $100 Dollars on the 17th so they took the money out of my account and they made my bank account bounce leaving me with a negative balance. If you want to cancel you're membership there is a $50 dollar fee which I was not aware of. There for I do not recommend this Business to anyone. Please Do not go there. Instead go to anytime fitness I herd they are really good.

To whom this may concern:
 
Unfortunately to be...

able to cancel, Mr. [redacted] would have to pay the balance owed on his account, and again would have to be in person or via certified mail.  He himself stated, in the statement provided by you, that he was told twice the two ways to cancel, which is in person or via certified mail and that he neglected to do so.  In our system at the club it shows we spoke with him on January 6th, 2015 in regards to cancelling and that he was aware of how to go about discontinuing his membership.  His monthly dues did not start to accrue until November 2015, had he cancelled prior to, he would not have had a balance.  I understand he feels the contract is misleading, but, by no means do we hide anything from the members.  In the contract signed by Mr. [redacted], if read thoroughly, the second bullet on the membership agreement states "If you have a minimum monthly term, your account below will be billed for a minimum of 12 months and will continue at the monthly rate above until you cancel in accordance with this agreement."  I apologize for any confusion, but he did sign the contract stating that he fully understood the agreement and its terms.  If  further questions or concerns he is more than welcome to contact the club at any time. 
Sincerely,

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.

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.

The consumer owes the club $79.10 and a past due amount of $20.05.  Technically she is no longer a member but I cannot delete her from the system until she pays these fees.  She needs to come in and pay these fees.  This puts her in a return for collection because she does owe us...

money.

Complaint: [redacted]I am rejecting this response because: No good reason was given for cancelling my membership. If I am treated rudely by your employee, I have absolutely no obligation to treat her any better.Sincerely,[redacted]

This letter is in response to follow up concerns from the complaint you received about our business on 5/9/2014, with an ID of [redacted]. As [redacted] acknowledged he signed the membership agreement on March 28, 2014, and therefore is bound by its terms. Our initial response to this claim detailed the agreement terms and included a copy of the agreement in question. Again, our cancellation policy is clearly stated on the agreement that [redacted] signed and initialed. As common business practice what is stated and agreed to in a written agreement is binding on both parties regardless of what may or may not have been said. Our staff is trained to inform members using debit cards we reserve the right to cancel themembership if we chose since they are providing a form of payment we do not regularly accept.The other issue **. [redacted] addressed is that his license was scanned. It is our practice and legal in the state of Pennsylvania to scan a license. This is done to accurately data enter name, address and date of birth for new members or people visiting for the day. lf you need additional information, please do not hesitate to contact us.Regards,