Planet Fitness

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]

Hello,This is [redacted], the Club Manager at the Planet Fitness Warwick Bald Hill. I am writing in response to Complaint letter #[redacted] in regards to previous member Casey Clarkin. Management has contacted her 9/12/2017 in regards to her mailed complaint.Thank You[redacted]Club...

ManagerPlanet Fitness105 Pace BlvdWarwick RI 02886

After looking
into this case further we found that Mr. [redacted]’s billing was reactivated due
to a systematic error that occurred while switching our billing software
companies back in 2013. We spoke with Mr. [redacted], explained the situation, and decided
to refund Mr. [redacted] the $382.60 that he...

requested. Mr. [redacted] is satisfied with
the outcome.
 
Thank you,
Planet Fitness
Connecticut Management

We have looked at all our records, we cannot find this as a customer of ours. He might belong to another Planet Fitness. Unless he can come up with some cancellation notice for us

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 will accept the check as a refund. I did reply to your complaint - I do not understand your message that the complaint is closed without payment ? Did I misinterpret something ?  Will I be receiving a refund or not ?   What's the deal here ?   Please advise if I will be receiving a check?  I paid with electronic funds, so I requested electronic funds in return.  The payment transaction took a day to clear.  Planet Fitness did not have to wait 4-6 weeks for me to pay for my membership, but I have to wait 4-6 weeks for my refund ?  One way street - That is my point. Kindly issue a refund or I will take my matter to a higher authority.  Please call to discuss  Thanks,[redacted]###-###-####
Regards,
[redacted]

[redacted]
 
[redacted]
[redacted] [redacted]  I have received the complaint from Mr. [redacted] regarding his membership, purchase with Planet Fitness.On June 17th, 2015 Mr. [redacted]‘s purchased a 12 month membership that allowed them services at our...

[redacted] location for$19.99 per month plus tax. Per the membership agreement that was signed in the gym by Mr. [redacted], all Planet Fitness memberships require at least 12 automatic payments, before the client is able to cancel the membership and there are no refunds for unused services.  As of September 17th, 2015 Mr. [redacted]’s membership with Planet Fitness is still activated, after 12 months it will continue to be billed month to month unless the member comes into the club or sends a certified letter for cancellation. Loyal customers are the key to any company’s success so it is my hope that Mr. [redacted] will continue to utilize our services. I have appropriately noted Mr. [redacted]’s concerns and have forwarded them to the proper management team to ensure they are addressed. Sincerely,  
[redacted]Director of Client Services

Mrs. [redacted] came in to the facility asking specifically for the $10 a month with no commitment.  As per our usual business practice, she was informed that we are not currently running that offer, but we would sit down and go over the offers we do have.  Our employee then sat down with Mr....

and Mrs. [redacted] and proceeded to go over the rates.  Before they all sat down, Mrs. [redacted] stated that she had to go out to her car and would be back in a few minutes.  While she was gone, the employee went over in detail the 3 offers we have, included the different startup fees, annual fees, and early cancellation fees. Being that the $10 no commitment was not available at that time, Mr. [redacted] then decided on the $10 a month program, which requires a $59 startup fee at sign up, a $39 annual fee on August 1, and a 12 month commitment (he would have to pay $58 to cancel it in the first 12 months).  The employee then took Mr. [redacted] back up to the front desk to get him signed up.  At this point Mrs. [redacted] was still outside.  Once Mr. [redacted] was done, we waiting for Mrs. [redacted] to come back in.  This is when she realized that Mr. [redacted] had signed up for a membership with a commitment, and she became very upset, accusing the staff member of trying to hustle and rob them.  This is when the manager on duty, stepped in and did explain to Mrs. [redacted] that we did go over in detail with Mr. [redacted] the fees and terms of the agreement before he signed up, and that this was the one that he wanted.  We also showed her on the actual website, where it states that “commitments and fees vary by location” and to “visit the home page of the club you are interested in to see their current offers”.  At that point Mrs. [redacted] began yelling and cursing at the staff, and became extremely disruptive, causing a scene.  The manager on duty asked her twice to please lower her voice and not to curse at the staff members, which Mrs. [redacted] did not.  At that point she was asked to leave the facility.   Mr. [redacted]’s agreement was immediately cancelled, and his money was refunded.  Mrs. [redacted] was made aware on Friday 6/2/17 that this was done.

Good Afternoon,   My name is Joe W..   I am the Club Manager at the Pickerington Planet Fitness, located at 1175 Hill Rd. N. Pickerington OH, 43147.  I am writing in response to Complaint ID 11966062 that was issued by former member Mr. [redacted] (Membership number...

[redacted].  Mr. [redacted] states in the opening of his complaint that he simply, "went to the gym and the Manager requested for my identification card to be copied on file".  This statement is false. On the morning of 1/24/17, at 9:11a.m.  Mr. [redacted] enter the club and handed his membership card to our Customer Service Representative- Christina Paquette to be checked-in to the club.   I was also present at the front desk during this time and upon scanning his card Christina notified Mr. [redacted] that we would need to take his picture for our membership system because he did not have one on file.  Mr. [redacted] rudely refused, stating that he was not going to allow his picture to be taken for our system.  Mr. [redacted] was immediately confrontational with her. Upon hearing his aggressive tone toward my employee I stepped in to introduced myself as the club manager and began to explain to him why this was our policy in hopes of defusing any concerns that he had.  I explained to Mr. [redacted] that member pictures are required as a form of identification for member records. Without having a picture on file we are unable to verify that the person who using the membership card is indeed the person who actually has the membership and that Planet Fitness reserves the right to deny membership to any person who refuses to have a picture taken for the membership file.  He began cursing at me and told me two times to cancel his membership.  I began to write up the cancellation form for him to sign when he began to walk away yelling over his shoulder to, "Cancel my F[redacted]G membership".   I cancelled Mr. [redacted]'s membership at HIS demand and at no point in the conversation was he asked to have his identification card copied.    I have attached a copy of Mr. [redacted]'s signed copy of the terms of his agreement. Most notably Section 4. (which I have marked to indicate) Rules & Regulations which states: You agree to follow Planet Fitness' membership policies and club rules. Planet Fitness may, in its sole discretion, modify the policies and any club rule without notice at any time. Club rules vary by location and all signs posted in a club or the premises or verbal communication shall be considered a part of the rules of Planet Fitness. Planet Fitness reserves the right to refund the pro rated cost of unused services and terminate your membership immediately for violation of any membership policy or club rule.In closing Mr. [redacted] agreed to the terms of the membership agreement by signing. Being that his agreement was for the No Commitment Membership, his membership was cancelled at his own request and Mr. [redacted] is not entitled to a refund. If you have any question please feel free to contact me at the club number below.  Joe W. Club ManagerPlanet Fitness1175 Hill Road N.Pickerington, OH  43147[redacted]

[redacted] We appreciate you reaching out to us and making us aware of your situation. In advance of my response I will tell you that as of today any balance that was on the account has been waived and your account has been cancelled. With that said, our cancellation policy is written on your...

membership agreement form. It states that if you'd like to cancel you have two options. One would be to just stop into the club and let anyone at the front desk know that you'd like to cancel. The other option, if you're unable to make it in would be to send us a CERTIFIED letter via CERTIFIED mail. By sending your letter certified you know your letter has been received at the correct business and who on staff signed for it. This way if for whatever reason the cancellation didn't happen as it should, you would have record that everything was received on our end and that you were covered. In this case you state a letter was sent but we have no record of a cancellation letter sent by you. If you were still getting billed a simple call into the club or a quick visit to the front desk would have cleared all of this up for you. Regardless, your membership has been cancelled, no outstanding balances are on the account and you are free to go. We appreciate your patronage while we had it. Good luck in your future ventures and hopefully we can earn your business back in the months to come.Cordially, PF Staff

Response:As you can see in the members agreement it clearly states that the member is in an agreement for the first year which means that if he had wanted to cancel there would have been a fee to do so, but the membership does not stop. It states that after the 12 months the membership becomes open...

ended and that he must cancel in accordance with the agreement. This means he would have needed to come in or send a certified letter to cancel his membership. He would need to be in good standing to cancel which he is not at this time. It shows that his bank account is coming back frozen so he may have stopped the payments from coming out. We have explained all of this to the member, and even showed him the agreement which explains how the membership does not cancel after a year. That section is actually in bold letters. As you can see in the notes the member has come in and made claims that he in fact cancelled, which he did not, and is refusing to pay. He has also become very aggressive with staff. All he needs to do is pay his balance and cancel the membership. He could have cancelled at any time, but is refusing because he states he will get this cancelled without paying us a penny. Please let me know if you need anything else. Thanks

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]  The fact of you saying you won't give a refund is not needed to be repeated, I already assumed your response as negative. You have no phone records? That means you called your phone company and asked for records of phone numbers that are incoming on the date I said? If not, how can you ASSUME I didn't call? The fact that you only care about what’s best for you and not the customer is disgusting. Your upper management by email? Really? There is no phone number for me to call or a name to ask for? Planet Fitness is the most unprofessional company I have ever dealt with. Yes I did go in person and cancel because YOU would have billed me again for another month, so bringing that up is irrelevant. The reason why I told Planet Fitness it was upper management is because the lack of respect by Planet Fitness. You think when I said those words Planet Fitness said I am sorry for the feedback of leaving let me get a manager if you like? Nope. Never happened. Oh wait….. That was verbal. Never happened right???????? They just said okay thank you have a good day. Like I said Planet Fitness does not care. I WILL NOT give up on spreading the word how much of a hassle Planet Fitness is to deal with. Like I have said before, not working out or lifting bricks in your backyard is better than stepping into Planet Fitness. Planet Fitness are liars. Unless you have them on tape or written, they will in their own words call you a liar. I am just glad I have the experience I do in filming movies, being in the military and working with lots of people. They will probably laugh at my response because they are very immature. But that’s okay. I know deep down the character they like to play and it makes me SICK.

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.
We have reviewed the response from planet fitness we understand the sign up fee, the cash cancellation fee, but this still does not resolve the fees that were double billed on our account for February, March, April, May, June, and also the double charge of the 39.00 annual membership fee.   Then there is the billing that they they debited for July and August for the 19.99 each after the account had been cancelled.  We have all of our bank statements but we should be in agreement to what we were overcharged and a meeting should be set up with a higher ranking rep of planet fitness to resolve this. We have not been given a name or number of who to contact to finish this up?? It's pretty poor business practice to take from your customers and then make them prove it!!  Please give us a divinities person to be the contact so we can resolve this!
Regards,
[redacted]