Planet Fitness

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]

Spoke with the Manager, [redacted], this morning.  She told me that she waived all of the late fees that were charged to Ms. [redacted] leaving an account balance of [redacted]  To cancel her member ship Ms. [redacted] will have to pay the balance of [redacted] which was the balance prior to the incident...

with [redacted] at the location.  To cancel she can go to the store directly with a credit card, check or money order for the balance or send a certified letter with notice of cancellation and a check or money order for the balance.

The member in the original complaint is [redacted] I reached out to [redacted] via phone a few weeks ago, and we played phone tag. I was, however, able to catch up with [redacted] today, and we came up with a resolution that will work for both parties involved. We suggested that the...

dues for August 19.99 be added to the annual fee that was charged in May 39.00 for a total of $58.00 which equals the required buyout fee per our membership agreement. We will wait to cancel the agreement until August 18th or 19th once we can see the invoice for August has been paid. We will then complete a cancellation document and email it to [redacted], and he will be canceled in good standing so he can rejoin another Planet Fitness in the future. I will also waive all outstanding invoices. Any questions, please feel free to contact me. Thank you, Beth S[redacted]
[redacted]

Mr. [redacted] claims he called the Los Lunas Planet Fitness in July 2017 to see how much it would be to cancel his membership.  He claims that he felt it was a little expensive to cancel so he decided to not cancel his membership and wanted to know how he would stop it from...

renewing.  Mr. [redacted] indicates he does not know who he spoke to at that time of his call.  As this was a verbal conversation, Mr. [redacted] does not remember the employee he spoke to, and there is no documentation to verify this conversation, we need to look at the membership agreement that Mr. [redacted] signed and agreed to that states the policy regarding membership agreements.     Our records indicate that Mr. [redacted] signed up for a membership with the Los Lunas Planet Fitness online on September 26th, 2016.  The membership agreement we have on file has an e-signature verifying that Mr. [redacted] would have been able to read through the terms of the agreement before finalizing the membership agreement.   The membership agreement states:  "If you have a monthly minimum term, your account below will be billed for a minimum of 12 months and will continue on a month to month basis at the monthly rate until you cancel in accordance with this agreement."  "To cancel your monthly membership and 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 delivered to the club in person or postmarked via certified mail to the club address."   "If your monthly membership has a minimum term, and you wish to cancel your membership early for reasons other than those listed in section 9 of this agreement, a $58 buy out fee is required with our cancellation." In addition to the signed agreement, Mr. [redacted] entered an email address of [redacted] where a copy of his membership agreement would have been sent to him. Being that we have no record of his verbal conversation in July 2017, and we have his membership agreement on file, we have to go with what is clearly outlined in the contract as his understanding of his membership agreement.   When Mr. [redacted] called on October 17, 2017 and spoke to an employee at the Los Lunas Planet Fitness, Mr. [redacted] was advised by the employee that if he would like to cancel his membership he would have to come in person to cancel.  The employee apologized a couple times during the call if he felt he was misinformed and at no point called Mr. [redacted] a liar, rather the employee reiterated what he needed to do to cancel now since we had no way of verifying what he was claiming.  The club Manager was not available at the time of Mr. [redacted]'s call on October 17th.   As a result of the information listed above, the desired outcome of a refund for $43.42 is denied.   Thank you,Planet Fitness New Mexico Management

Initial Business Response /* (1000, 8, 2016/06/03) */
We allow members to sign up with their credit or debit card, however they do not receive their key tag until they bring in their routing and account numbers. I have tried contacting them numerous times and they did not have a voicemail set up on...

the phone number she provided. I called the other phone number provided on another complaint she sent in and left a voicemail, but have not received a phone call back. We processed a refund for the amount deducted and cancelled her membership.
Initial Consumer Rebuttal /* (2000, 10, 2016/06/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I had not received any phone calls until I contacted corporate. I went into the gym that day and had it taken care of. I was given the full refund.

She has never been a member of our gym.  Must be another Planet Fitness location.

To whom it may concern:Here at Planet Fitness, the first thing we do when signing up prospective members is go over our monthly dues and the Annual Membership fee. We do this by underlining/circling fees, dates, and minimum terms if they apply.Then, when signing the member up on the computer, the...

very first thing the member signs is acknowledgement of the Annual Fee. We do not have a $35 fee. Attached is the member's signed agreement and invoice history.  Thank you, [redacted]

[redacted] and his wife signed up for Planet Fitness and both signed off on our membership agreement. He provided us with a card to take their automatic payments off. Part of the membership agreement states that a $10.00 service...

fee will be applied for any returned monthly payments. [redacted] and his wife's membership payment came back returned from the first attempt and than still declined for many re submits after that. His card declined our charge and he refused to contact the bank to ask why his charge didn't go through and assumed we would remove the service fee. As of this date he remains with the balance on his membership.

I received your voicemail and a cc on the email to the Revdex.com regarding my complaint. I appreciate you taking the time to look into this matter. I submitted my complaint on May 30 and at that time...

my desired settlement was 199.99 but since submission, planet fitness charged my account an additional $39.00. I would like that refunded as well. 
 
Sincerely 
 
[redacted]
609 E Division St
Watertown, WI. 53094

ID [redacted]Please find membership agreements, notes from accounts, Corporate Customer service complaint. State College Manager Autumn R[redacted]'s description of the situation, and Regional Manager Jon C[redacted]'s description. The membership agreements will detail our policies in regard to past dues,...

services fees, and cancelling memberships.[redacted] was a PF State College member beginning 1/9/15. Mrs. [redacted] was a black card member with monthly dues of $19.99 per month. Last payment received was the 6/1/16 annual fee of $39. Scheduled payments of $19.99 were not collected on 6/17/16 and 7/17/16 due to a hold on the credit card on file On 8/15/16, Mrs. [redacted] membership was cancelled internally to avoid additional billing and accruing a large bill. A balance of $59.98 remained on the account.Mrs. [redacted]'s son [redacted] also joined Planet Fitness 1/9/15. [redacted] was also a Black Card member with dues of $19.99 per month. Membership was frozen from 5/17/16 to 7/17/16. Payments for 7/17/16 and 8/17/16 were not processed due to a hold on the credit card on file. A Payment was made on 8/2/16 of $19.99. Late fee of $10 was waived which kept the membership active. Membership was cancelled by [redacted] on 9/13/16. Mrs. [redacted] was able to cancel the account as her billing was on file for the account. On 10/11/16, [redacted] joined PF State College with his father's checking account. [redacted]'s account has been in good standing since renewing his membership11/30/15, Mrs. [redacted]'s husband [redacted] joined Planet Fitness State College. Mr. [redacted] was also a Black Card member with monthly dues of $19,99. Last payment received was 6/1/16 annual fee of $39. Payment for Mr. [redacted]'s membership dues we uncollected on 6/17/16, and 7/17/16 due to a hold on the credit card on file. Mr. [redacted]'s membership was cancelled internally on 8/15/16 to avoid additional billing and accruing a large bill. Balance on the account was $59.98, On 10/22/16, Mr. [redacted] renewed his membership after $20 in late fees were waived, and payment of $39.98 was received. Mr. [redacted]'s provided his checking account for automatic withdrawal. Since renewal, there has been no issues with payment.At the time of rejoin, Mr. [redacted] never mentioned his wife's account. [redacted] came into the club to rejoin in July 2017. At the time of rejoin, staff did not collect past dues from Mrs. [redacted]. Our procedure for signing up a member is asking if they have been a Planet Fitness member, and checking the system for previous memberships and past balances. Another staff member made Mrs. [redacted] aware of the balance from a previous account. The past due amount on her account was $59.98, PF State College management offered to waive the late fees on the account as they did for Mr. [redacted]. Itwas explained to Mrs. [redacted] that her account was cancelled as a courtesy the account would not accumulate a larger bill. It was also explained that any past due balances would need to be current prior to rejoining the club. Mrs. [redacted] said she doesn't feel she should have to pay the past balance since she was not in the club during that time. Mrs. [redacted] then said she was thinking about downgrading all of her memberships to the classic membership to save money on her monthly bill. It was than explained there is a $20 downgrade fee per account, and each member would need to be present for signatures on the agreement. Mrs. [redacted] also was thinking about cancelling all memberships, and staff informed her that all who plan to cancel would need be present as Mrs. [redacted] name was not on all the active accounts.At the end of the phone conversation with club manager, it was unclear if Mrs. [redacted] was cancelling, downgrading or just keeping her membership as is.