Planet Fitness

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.

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