Planet Fitness

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

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,

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

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.

[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]

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]

According to our records, the charge of $39.00 did not go through.  If you can provide proof that you have been charged, we will gladly refund your account.  
Additionally, I have personally made sure your account is now cancelled.
 
[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,

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.
Sincerely,
[redacted]

Hello,My name is Ross O., and I am the Club General Manager of the Worthington, OH Planet Fitness.  Ms. Mc[redacted] contacted my club two weeks ago and spoke with my Assistant Manager regarding her membership.  Ms. Mc[redacted] was concerned because even though she changed her billing method prior to...

the 17th of the month her previous billing account was charged.  Ms. Mc[redacted] is claiming that she was informed by one of my staff members that even though she was changing her billing method after the 10th of the month, she would not be billed from the previous account.  My staff knows the billing policy.  That being said, they know that the 10th of the month is our billing cut off date.  It also states on the contract that Ms. Mc[redacted] signed when she joined our club: To 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.  My Assistant Manager attempted to apologize to Ms. Mc[redacted] for the confusion and how she has been placed in a difficult situation because of it.  However, Ms. Mc[redacted] did not want to hear anything that my Assistant Manager had to say, including the terms of the agreement she signed.  At no point did my Assistant Manager lie to Ms. Mc[redacted].  I also, was made aware of the situation prior to my Assistant Manager speaking with Ms. Mc[redacted] and told my Assistant exactly how to deal with the situation.   I have attached a copy of Ms. Mc[redacted]'s agreement and  placed a note on the PDF in hopes of further explaining our billing policy.  If there is any other information needed please do not hesitate to email me or call me at the club.  Thank you, and have a great day. Ross O.Club General ManagerPlanet Fitness - Worthington

Good Morning, I apologize for the visit you had on 3/3/18. We strive to provide plus one customer service on a daily basis. Our staff are trained properly on operations and customer service. I will be speaking with this employee as well as taking the proper disciplinary action regarding this...

situation. If you have any other questions or concerns please feel free to reach out to me at the [redacted] club  ###-###-####. Best, Brian S[redacted]General Manager Planet Fitness [redacted] CT

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 have already stated that this is a predatory practice. I should not have to enter the gym to face intimidation, nor should I have to spend my time and money to purchase paper, stamps and envelopes to send a letter. The only point of the clause is to dissuade cancellation of membership.
Regards,
[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 is satisfactory to me contingent on follow-up by the business.I have not received anything by mail, and both of my previous addresses have been forwarded to my current one. No mail has been received for me at a previous address, either. Please advise at your earliest convenience.
Regards,
[redacted]

We have reviewed [redacted] complaint, and will be happy to look into this issue. With the information provided, we are unable to locate [redacted] account. We would need further information from the client to locate the account, such as name on account and date of birth. We look forward...

to hearing from [redacted]

This response was totally incorrect I did not want to remove my wife. I wanted add my name to the account I have no need for the VIP treatment. I just didn’t want to have to cancel my wife’s account and have to repay the sign on fee all over again just to add my name on her account  witch was originally was in my name [redacted] to moving to this branch.  It seams that plant fitness should have the same rules across their franchise. Not different rules at different locations due to their AOR.  The point of this complaint was to point out the  inconsistency of their policy, it should be the same policy across the whole franchise and not to pick and choose.  Also after I canceled my membership in writing at that location after having my original membership transferred, they charged me another $45 even after I was all paid up for that month.  All in all an inconsistent policy among locations is bad customer service. 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

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]

From: Nick P[redacted] Date: Wed, Jul 6, 2016 at 1:46 PMSubject: RE: ID [redacted]To: [redacted] <[redacted]@cleveland.Revdex.com.org>
"Calibri", "sans-serif"; COLOR: rgb(31,73,125)">Good Afternoon [redacted],
 
The check was returned to us due to an incorrect address that was provided to us. We attempted to contact the member and receive the correct information but were not able to speak directly to her. We have since refunded the account electronically. If there are any further questions please let me know.
 
Thank you

We have received and read the complaint submitted by Mr. [redacted] regarding his membership purchase with Planet Fitness.Mr. [redacted] purchased his Black Card Membership with Planet Fitness on August 18th, 2016. At this time it was explained to Mr. [redacted] the terms of his agreement and our records indicate Mr....

[redacted] signed the agreement stating that he understood these terms. Within these terms, it explains there is an annual fee of $39.00 that would be billed on or around October 1st, 2016. Therefore, Mr. [redacted]'s first payment was on September 17th, 2016 with his annual fee to follow. Our manager has reached out and spoken to Mr. [redacted]'s mother where the terms of what was purchased was also explained. During this conversation it was also explained that since Mr. [redacted]'s billing information was provided for the membership, he was responsible for making the payments. It is our hope that this clears up any confusion regarding Mr. [redacted]'s purchase with Planet Fitness and he returns as a customer.

To Whom It May Concern, Ms. [redacted] cancelled her membership with the Santa Fe location on August 12, which was approximately 2 months prior to the end of her 12 month commitment.  She paid the $58 buyout due to the early cancellation.  Cancellation documentation states that she...

caancelled due to joining a different gym under her insurance plan, and she was not aware that she could have more than one membership under that plan at the time.  She also did verbally state that the front desk employee did inform her that if she waited 2 months, she would not have a buyout fee.  She stated to me that she would be moving to the Albuquerque area and decided to go ahead and cancel at that time, regardless of having to pay the buyout fee. On August 28, Ms. [redacted] rejoined at the Santa Fe location under her the Healthways plan for the free membership.  She stated that she found out from her insurance after cancelling that she could have more than one membership.  She is requesting a full refund on the buyout fee, because she was unaware that she could have 2 memberships at once.  She was informed by the GM that we would not be able to refund the buyout fee, because had she downgraded from the home club membership to the Healthways membership, she would still have had to pay the buyout, due to breaking the 12 month commitment. In good faith and to show Ms. [redacted] that we do want her back as a member, we have offered Ms. [redacted] 4 free months of the black card membership under the Healthways plan, to recoup the $40 (the buyout fee of $60 minus the 2 months she still had left on her original contract), but she was not satisfied with that and is still requesting the refund of the buyout fee. A refund will not be given due to the fact that no mistake was made on the part of Planet Fitness or the club staff. Thank you,Planet Fitness New Mexico Management