Planet Fitness

Initial Business Response /* (1000, 5, 2016/05/23) */
Contact Name and Title: M [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
Hello,
Thank you for contacting us and giving us an opportunity to addressing our concerens about this matter.
Our company does not have any...

cancellation document on file for this member due to the fact that membership was never cancelled by the member in person or via mail.
Planet Fitness Franchise (1100 Location) have uniform software that holds all documents of each member. If a member cancels thier membership an automated email is gererated and it is sent to a member email address on file.
Or upon members request we also print out the cancellation form and give it to member.
As of today his membership is ACTIVE and has a balance due. He signed up membership with us on 5/21/2012.
(1) WE CAN PROVIDE ALL DOCUMENT ON FILE TO SHOW THAT THERE WAS NO CANCELLATION MADE IN PERSON BY THIS MEMBER.
(2) PLAESE ASK THE MEMBER IF HE HAS A MEMBERSHIP CANCELLATION DOCUMENT OR ORIGINAL CERTIFIED MAIL RECEIPT SENT TO PLANET FITNESS ONE YEAR AGO.(IF HE HAS ONE AND HE CAN PROVIDE IT TO US THEN WE WILL REFUND ALL THE MONEY HAPPILY).
(3) MEMBER HAS A BALNCE OF $129. DUE TO WHICH HE MAY HAVE APPROACHED Revdex.com TO SETTLE ACCOUNT INSTEAD OF SETTLING WITH US. MEMBER CAN CALL US AND WE CAN GIVE HIM A BREAKUP OF ALL HIS PAST DUE INVOICES FROM 2015. (MARCH, APR, JUNE, JULY, AUG) WHICH HE CAN VERIFY WITH HIS BANK. T
(4) WE HAVE A CANCELLATION POLICY BY WHICH MEMBER HAS TO CANCEL MEMBERSHIP IN PERSON OR VIA MAIL (CERTIFIED MAIL PREFERRED).
(5) THIS IS A COMMON ISSUE WITH MEMBERS AND ALSO WITH THIS PARTICULAR MEMBER. THEY CALL US AND ADVISE US TO CANCEL MEMBERSHIP AND DUE TO OUR POLICY (PRIVACY RELATED) WE TELL THEM THAT WE CANNOT DO IT OVER THE PHONE. IT CAN ONLY BE DONE VIA IN PERSON OR VIA MAIL (CERTIFIED MAIL PREFERRED).
(6) SOME MEMBER INCLUDING HIM ASSUME THAT THIER MEMBERSHIP IS CANCELLED IF THEY DONT USE THE GYM. WHICH IS WRONG AND STILL IT NEEDS TO BE CANCELLED BY MEMBER VIA PREFERRED WAY OF CANCELLATION.
(7) ALSO IF A MEMBER HAS A BALANCE THEN MEMBERSHIP CANNOT BE CANCELLED UNTILL BALANCE IS PAID IN FULL PRIOR TO CANCELLATION.
(8) WE HAVE ALL DOCUMENTS FOR THIS MEMBER PLEASE LET US KNOW IF YOU LIKE TO SEE THOSE DOCUMENTS.
LET ME KNOW HOW CAN WE FAX THEM OR UPLOAD IT TO Revdex.com WEBSITE.
(9) WE WILL BE MORE THEN HAPPY TO ASSIST THIS MEMBER IF HE LIKE TO SOUGHT THIS MATTER.
PLEASE KEEP US UPDATED.
Initial Consumer Rebuttal /* (3000, 8, 2016/05/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I went into the location after my vehical was broken into on there premises and advised a person who said they were in management at this facility and advised that I would not be returning and I wanted to close my account I am not sure what documnentation was given to me as it was so long ago but I had not moticed any charges until this past billing cycyle and that's what prompted me to contact my bank I called and spoke to 2 different people and was rudly advised I owe money for an account which was said to be closed I can not recall the managers name but he was middle eastern decent and drove a white Mercedes or bmw car if I cannot resolve this in this mannor I will file a small claims case against this company I will contact my familys attorney [redacted] and associates law firm
Final Business Response /* (4000, 10, 2016/05/24) */
Hi,
Thanks for an update.
Membership was never cancelled by the member and due to the fact the member does not have the cancellation document with him.
We can argue about this all day but there will be no conclusion.
SO HERE WHAT WE SUGGEST AND WE CAN DO THE FOLLOWING TO SATISFY MEMBER.
(1) We will cancel his membership account today.
(2) He will not be charged for any future invoices.
(3) We will WAIVE $129.00 Past Due Amount in Courtesy.
Please advise if it is acceptable by member.
Thanks
Final Consumer Response /* (2000, 12, 2016/05/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I guess that is acceptable I do appreciate that but I still am with out all the money I was charged but if I cant ger even a partial refund I guess this will do.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The response of Planet Fitness is not entirely correct.Planet Fitness' representation of the dates is not accurate.  I did indeed ask for my refund within three business days of signing the contract.  Their security footage would show me interacting with one of their employees to make this request.  The employee said that he could not process a refund, only the manager could, and that I needed to talk to the manager, Nate about this.  Since Nate was not there that day when I made the initial request, I spoke to Nate about the refund the next time I saw him at the Gym a few days later, still the week of January 3rd.  The security tapes will show this if in fact they have them.When I spoke to Nate, I did not request a Silver Sneakers membership.  I said I wanted to put my wife on a month to month membership for 5 months, until May.  Then in May my wife would get a silver Sneakers membership since that is when she would first be eligible.Any email referred to by Planet Fitness on this matter is entirely internal to Planet Fitness.  No email was sent to me or my wife.  The date of January 18th they reference has nothing to do with when I requested the refund.  It may only be when Nate first communicated with his manager, I do not know.Nate did offer to cancel my wife's membership and extend mine for an additional 18 months, but I explained to him that I would be eligible for a Silver Sneakers membership 4 months after my own 18 month membership finished, and extending mine by 18 months was not an acceptable solution.I have been interacting with Nate regularly since the first week of January on this issue, and at no time did he indicate that I would not receive the refund.  He always seemed surprised when I told him that I had not yet got the refund check in the mail, and that he would contact his regional manager again to follow up on the matter.My last discussion with Nate was in mid April, and he told me that the owner would be visiting the facility on Wednesday, April 13th, and he would speak to him about it.  I told Nate that I have been more than patient, and that I would file a Revdex.com complaint the following week if I did not get the refund that was due me.
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.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and I appreciate that Planet Fitness finally cancelled my membership. However, is there an extremely slim chance that employees at this location did not receive my letter? Yes. But I don't believe that is what happened. Maybe this manager is lying, maybe not, but from what I saw, this company doesn't actually care about customer satisfaction. Rather, you can tell from all of the complaints to Planet Fitnesses across the country that the company purposely makes cancelling difficult to keep members paying extra money during the dispute process. Take my advice and complain to the Revdex.com to get these scam artists to cancel your membership when you decide to cancel. If not, they will continue taking money out of your account despite letters and calls. 
Regards,
[redacted]

Thank you for your time in reviewing this matter. line-height: 19.6959991455078px;" />
 We have reviewed the information in Ms. [redacted] complaint.  Planet Fitness does not take any complaint lightly.  We have communicated with the staff at the Franklin location in order to better understand the situation.
 
After reviewing, we have cancelled Ms. [redacted] account as she requested.  We hope that this resolves the situation.
 
Have a great day,
 
[redacted]
Operations Manager - Planet Fitness

Complaint: [redacted]
I am rejecting this response because:
 When I spoke with the manager yesterday morning he agreed to cancel my account due to the hassle and back and forth process since August. He even advised that he wish he has been notified sooner so he could have tied to resolve it before it got this far and that he as sorry to lose my business. I neve threatened any staff or manager in regards to this matter I did however tell them I would have the account number changed and that I would not be allowing them to take anymore money. I do not appreciate this merchant attempting to lie and make false accusations that I threatened bodily harm in order to save face.
Sincerely,
[redacted]

To whom this may concern;  The information below is incorrect. I am satisfied with the resolution made on behalf of planet fitness and looking forward to returning when my health improves.  Please update ur system to accurately reflect my positive feedback.  Thanks

Dear Revdex.com of Metropolitan Houston,
Thank you for forwarding the complaint from [redacted] and we sincerely regret her negative experience. Ms. [redacted] enrolled...

for a Black Card membership at the Fondren (Houston) location on January 10, 2014 via the planetfitness.com website. Upon enrolling, Ms. [redacted] agreed to the terms and provisions of the Planet Fitness membership agreement ("Membership Agreement"). 
In her Desired Settlement, Ms. [redacted] requests a "refund of payments received" because she "never used any of the services [of] or received anything (a shirt) in the mail" from Planet Fitness Fondren. Memberships at Planet Fitness are not based on usage and pursuant to the terms of the Membership Agreement, a member must cancel in person or in writing prior to the 10th of the month or be billed for that month. This provision, which requires proof of cancellation in writing, protects the consumer and business alike. Ms. [redacted], unfortunately, never cancelled her membership in person or in writing. Moreover, the Black Card Membership Agreement has a minimum term of twelve months, which provides that a member is subject to a $58 buyout fee ("Buyout Fee") if he or she cancels in the first twelve months from enrollment.
Regarding the t-shirt, members receive a free sized t-shirt upon entering the gym for the first time. Since Ms. [redacted] never entered the gym, she did not receive her free t-shirt.
In light of the circumstances above, we are prepared to cancel Ms. [redacted]' membership effective immediately and waive her Buyout Fee. We will additionally mail Ms. [redacted] a Black Card t-shirt. Unfortunately, we must deny her requested refund since we never received a written or in-person cancellation as provided for in the Membership Agreement.
Regards
Planet Fitness Houston

The staff made an honest mistake and the cancellation process was not completed correctly. I have already refunded this member and have removed his information in the system. He contacted me and was extremely rude and demanding and was acting as if this was a purposeful act to try to steal his...

money. I could not get through to him that mistakes happen and we are extremely sorry. The refund was done immediately. This matter is closed on our end and the member will not be returning to any of our franchise locations due to how he treated staff and myself. He is also not going to be billed for the annual fee which I explained to him numerous times but again he insisted on telling me how to do my job and that I was wrong.

Complaint: [redacted]I am rejecting this response because:Regards,[redacted]

Good Afternoon, We have no record of [redacted] cancelling her membership out in May.  In order to cancel your membership you can either stop in person or send us a letter via certified mail.  If you stop in house for a cancellation we will have you sign for your cancellation and then we...

will provide you with a copy of the cancellation form.  We also retain a copy of the cancellation form and unfortunately have no record of [redacted] signing for her cancellation.  We would be more than happy to refund any fees that were incorrectly charged to [redacted] if she can provide proof of cancellation.  According to our records the monthly dues for June/July/August did not go through.  We have gone ahead and cancelled out [redacted] membership and waived her account balance, she will not receive any further charges.  Thanks Dan

Good afternoon.I would need his daughterS names in order to look them in our syysem!please feel free to contact me at ###-###-#### or via Email [redacted]

Tuesday, May 31st, 2016 Attached to this page, I have sent the Membership agreement that was e-signed by [redacted]On the agreement, I have highlighted the information we have relayed to her;• Page 1, Bullet point #1 states, "This membership is a 12 month minimum term."• Page 1, Bullet...

point #2 states, "If you have a minimum monthly term, your account below will be billed for a minimum 12 of months and will continue on a month-to-month basis at the monthly rate above until you cancel in accordance with this agreement."• Page 1, Bullet point #6 states, "If your monthly membership has a minimum term, and you wish to cancel your membership early for reasons other than those listed in section 7 of this agreement, a $58 buyout fee is required with your cancellation."• Page 2, Section 7, states, "7. Cancellation rights (buyer's rights) as a buyer, you have the following rights. Planet fitness will: (A) Refund you the pro rata cost of any unexpired services, within 15 days after request therefore, if: (l)You are unable to receive benefits form planet fitness by reason of death or disability. Planet Fitness may require that the disability be confirmed by examination of a physician agreeable to you and planet fitness; provided, however, that this subparagraph shall not operate to prevent you from providing the disability in judicial proceeding; or (2) Planet fitness relocates your home club more than 8 miles from present location, or the services provided by planet fitness are materially impaired."• Page2, Section 6, states, "6. Dues, Fees, Charges & Taxes. (B) Charges & Taxes: Planet Fitness has the right to adj your prepaid dues or ** your monthly due[redacted] tax imposed by the government. Planet Fitness also has the right to add any utility charges or surcharges to your prepaid dues and monthly dues.I regret to inform her that we are unable to refund her the dues she has requested because she did not follow the proper procedures to cancelling her membership in February per the agreement.

When [redacted] called, he was explained the cancellation process and that a phone call was, unfortunately, not an acceptable method of cancellation. He was given several options to cancel, including authorizing someone in the area to cancel the membership on his behalf, but [redacted] was not happy with being unable to cancel online or over the phone.   [redacted] then said he would cancel the credit card on file and was informed that if he were to do so, he would still continue to accumulate a balance until he cancelled his membership as, technically, it would still be active. He was never told he would be sent to debt collections.   As a courtesy, his membership has been cancelled effective immediately.   Per the membership agreement: Termination of Membership and Monthly Billing: You agree not to cancel your membership during the term. After the completion of your term, you will continue as a member from month to month at the then current rates. After the initial term, you may cancel your membership on the following basis (Due to the Club’s monthly billing cycle, a minimum of thirty (30) days notice from your desired termination date is required. You must come to the club and sign a cancellation form or send a written certified letter to the club and surrender your membership card).   Thank you, Planet Fitness Connecticut Management

I really like Planet Fitness, until the past few weeks. The. A/C is not working efficiently. I was told by one of the workers that it is because there is a window in the area that is warm, which is the aerobic machines area! Today I spoke with the manager, David M, and he told me that it is a blown fuse (yes, he used the word "fuse" ) and that Duke Energy needed to come and fix it again. He smiled and shrugged his shoulders during the entire converstion stating about six times that there was nothing that he could do about it. He seemed to find it amusing. Well, I don't find it amusing. When I join a gym I expect the A/C to work. I know that problems can occur, but this has been occuring for several weeks, on and off.....mostly on. If the problem is with Duke, then why can't they fix it? I joined a gym that had A/C last October and now it doesn't.
Pamela L.

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,  At this time we will not be refunding any fees as prior stated. The customer's membership was billed to the terms of the membership she signed up for and the agreement states that annual fees are not refunded.   I have also provided the Revdex.com with the pertinent documents, agreements and notifications to confirm the date of the membership cancellations.    Best Regards,   [redacted]

Business supplied email: [redacted]@gmail.com
Use this address for this or any future complaints, but nothing else

May 19, 2017To whom it may concern, This letter is in response to claim ID# [redacted]. The member signed up online for a 12 month contract on 12/02/2016. As highlighted in the attached contract, the $58 buyout fee is required if cancelling the membership early. The member's 12 month contract is due...

to expire after the payment on 11/17/2017 is received; therefore, the member is attempting to cancel the contract early and is obligated to pay the$58 buyout fee. This information was discussed with the member via telephone to the member's dissatisfaction.Sincerely,Holly H.Planet Fitness Nazareth Management Scs

[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.Good Morning,  I hope all is well. I am emailing in regard to my complaint filed on 01/19/17 with Planet Fitness id# [redacted]. I wanted to inform Revdex.com that my issue has been resolved. Shortly after Revdex.com sent the complaint over to Planet Fitness, the assistant regional manager contacted me via email and phone to discuss the situation. She was able to resolve the billing matter that I had (she waived all fees and left the account with a $0 balance), and I am pleased with the solution. I wish to take no further action against Planet Fitness, and am very likely to do business with them in the future. Thank you for your assistance, [redacted].###-###-####[redacted]