Planet Fitness

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

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]

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.

[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]

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

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

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]

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]

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]

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

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]

I am rejecting this response because:The fees that have been taken should not have been taken. Nowhere in their paper does it say that they will continue to try to pull the money out repeatedly in one month! They pull out 3-4 times a month till they get their money! Like I said before no commitment is what’s stated they cannot change that to fit what they want it to mean!! If I wanted it that month I would have made sure the $ was there! I didn’t ask for everything they got out out of me they shouldn’t but the $ For December needs to be refunded! 
[redacted]
[redacted]

[redacted],  I am surprised by the response you sent to the Revdex.com.  I thought we responded quickly and completed 100% of your initial request.Desired Settlement:                       To cancel the contract and stop billing me.  So just to confirm: We agreed to meet your original desired settlement in its entirety.  And your response was to reject it as you know would also like a check refund that was never listed?  Again, I am sorry for this confusion, but this could have been avoided if you were to reference the original agreement you received when you joined.  Where it covers that it would have been best to cancel in person at the club, but after moving you could have sent a certified letter to the club with proof of address which would have still waived the buyout fee as you live more than 25 miles from a Planet Fitness.  All of these member protections are in your agreement.  You never sent even one email to the Planet Fitness club or anyone at PF before.  I just want to be clear on your new conditions were because you could not solve it with us as you said, however if we never get a contact email or letter from you it is responsibly unfair to say that.  If you had ever contacted us by email this exact issue would have been avoided.  We will fulfill your original desire exactly as you wish.  We can not reasonably fulfill your additional request.  I am sure the Revdex.com would agree that if a business does exactly ad requested, and then the individual would like additional things, that it is highly strange.Thank you and have a great week !!

Good Morning,Attached is Ms. [redacted]'s agreement.   As you can see Ms. [redacted] has been a member since 11/30/2015.  Ms. [redacted] has paid her annual maintenance fee 3 times.  This fee is clearly spelled out in her agreement.  All terms and conditions are in this agreement.  When...

Ms. [redacted] contacted me via phone her conversation started out very aggressively, she was angry and I tried to explain the fee to her to which she told me to "shut up and listen."  I let her speak and did not say a word.  She paused and I tried again to tell her what the agreement said and she started to say NO NO NO!  I again waited and when she paused again and I tried to speak she would speak/yell over me.  I stopped again and let her talk some more.  Again I tried to talk and she began screaming very loudly.  I told her I couldn't help her if she was going to scream at me and she just got louder and called me a b[redacted]h.  I told her that I would end the conversation if she yelled or swore at me again.  She continued to scream and belittle myself, the staff and the gym.  I did as I told her I would and ended the call.  She called back a few minutes later demanding to speak to the manager.  I am the manager and I always state my name at the beginning of each call.  She asked me for the name of the person she was speaking with before and I told her she was speaking to me.  She said I want the other persons name.  I again told her she had been speaking to me and she started to yell at me that I was the manager and should know better then to hang up on her.  I tried to explain that I would not be yelled at and belittled or sworn at.  She again started to yell and demanded my first and last name, my employee number and a number for corporate.  I told her my first name and she asked for more info so that she could tell corporate who I was.  I told her that I am the only [redacted] in our corporation and they would know who I was.  I supplied her with Fred's email address.   She told me that I should grow up and that I had no business hanging up on her and I was unprofessional.  I apologized and she began yelling at me and called me an it and a crazy F[redacted].  I ended the call.
Thank you,
Vickie Jackson
General Manager
Planet Fitness Okemos

Just wanted to let you know, my daughter received her refund from Planet Fitness in her bank account this morning.

On the 10th of March we received a cancellation letter for both [redacted] and [redacted].  Upon receiving the cancellation letters we noticed they each had a balance of $159, per Planet Fitness's policy, if a...

member wishes to cancel and has a balance, the balance must be reconciled first before we can terminate the membership.  March 10th we did reach out to the members to let them know we could not cancel their membership due to the balances, in which we received no response.  In her membership profile it does show she called January 13th, 2016 inquiring about her balance, so she was aware prior to cancelling.  After the next monthly draft occurred we received a call from Mrs. [redacted] demanding we cancel the membership.  As the General Manager, I explained the issue and how it can be resolved.  She said she would not pay.  I explained to her that unfortunately she signed a legal binding document, which not only authorizes Planet Fitness to draft from her checking account on file, but also holds her accountable for paying her monthly and annual dues as well.  She did inform me, she recently had to invest a good deal of money into her vehicle and she did not have the money to pay us anyway.  I offered for her to make a partial payment on each account and from there I could freeze the membership for one month so she could get caught up and get their accounts in good standing.  Mrs. [redacted] informed me that if we don't cancel the membership and try to draft any more money from her account that she would have her attorney take further action.  I acknowledged her, and informed her that unfortunately with a balance on the account I can't just cancel the memberships.  I went to reiterate the option of freezing the memberships with partial payment and she hung up on me. 
Brooke C[redacted]
General Manager
Planet Fitness Richmond (Southside)

[redacted]

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.
[They have failed to address the continued billing which by now since its been another month Im sure another $10.00 has been added again. I do not feel I should have a balance. 
Regards,
[redacted]

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]

This members mom called us on May 22, 2017 and stated that her son, member [redacted], had passed away and that she would like us to cancel out his membership. The members mom, [redacted] was asked at that time to come in to the club and provide the documentation and fill out the cancellation...

paperwork. At that time she refused to come down and stated that she would send us the information. Per the membership agreement it states; this contract is subject to cancellation by notice sent by registered or certified mail, return receipt requested, or personally delivered, to the address of the health club specified in the contract upon buyers death or permanent disability. Again we had asked her to come in to the club which she denied, and then we never received anything via certified or registered mail. According to this Revdex.com document the members mom, [redacted] makes claim that she had sent us an email with this information however we have never received any such email. Since we never received anything the membership was not cancelled. Upon receiving this Revdex.com letter I did a google search and verified that member [redacted] had in fact passed away on April 7, 2017. Because of this I did cancel out the membership. Now please note that this was done as a courtesy since we have still not received anything form the members mother [redacted]. I did also want to note that nothing is being billed daily as members mother claims in her letter. We always make two attempts to collect a members monthly dues or an annual fee. We made our first attempt to collect on 6/1/2017 which was the annual fee draft date per the members agreement. This came back as insufficient funds so we made our second attempt on 6/6/2017. These are the only two times we attempted to collect this payment. We were ultimately never able to collect payment and the account was left with a balance that has also been removed due to the circumstances.