Planet Fitness

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]

Good Afternoon,I have reached out to Ms. [redacted] in regards to the complaint that was recently issued. Although Ms. [redacted] was unavailable to discuss the matter over the phone, we did communicate via email. I informed Ms. [redacted] that, as a courtesy, her membership would be cancelled, effective...

immediately. Ms. [redacted] will not see any future reoccurring charges and the remaining balance on her account has been waived. Planet Fitness is unfortunately unable to process a refund for the amount requested, as their is no documentation to support the claims of a transfer ever being requested in the past. Please let me know if you have any questions. I've included my contact information below. Thank you for bringing this matter to my attention and I hope you have a wonderful day!Sincerely,   [redacted] Regional Manager, Planet Fitness p: [redacted]a: [redacted] s: www.planetfitness.come[redacted]

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.

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]

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

From: [redacted] Sent: Thursday, July 14, 2016 12:45 PMTo: drteam <[email protected]>Subject:...

CASE [redacted]
Unfortunately transfers are controlled by the PlanetFitness.com website. We usually do not process transfers in the clubs. If a member wants to transfer they go to the website, log in with their user account information and select the club they wish to transfer to. Please note: A membership can't be transferred if the member has not been active for at least 90 days or if there is an issue on the account. As a one time courtesy, and due to the long distance, we can process a manual transfer for this member. We would be more than happy to discuss this further with the consumer if she wishes to proceed with the transfer.   Thank you,   Naomi [redacted] Regional Manager Planet Fitness Houston

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

After review of the membership there is not record of a cancellation. We do have record of our billing department emailing the member on 9/29/2016 indicating this and explaining past due amount owing. The member indicated he cancelled his membership in April. Our system requires a signature by the...

member to process a cancellation and generates documentation as a record of the cancellation. I do not believe the member followed the correct process lined out in his original member agreement for cancelling his membership. As a result we continued to bill until the account on file returned as a Closed Account. The closed account led to the current balance which then led to the account being turned over to collections. Planet Fitness has followed all of the terms clearly stated in the membership agreement signed on 12/14/2013.

[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.

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.

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.

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

Complaint: [redacted]
I am rejecting this response because: This was not me that signed up for these services. Planet fitness needs to reimburse me for the unauthorized charges they charged me.
Sincerely,
[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.  There was no mention of removing address from the business's mailing list or stopping the mailings, so this response is unacceptable. A quote from Rowan v. Post Office Dept., 397 U.S. 728 (1970), states: "We therefore categorically reject the argument that a vendor has a right under the Constitution or otherwise to send unwanted material into the home of another. If this prohibition operates to impede the flow of even valid ideas, the answer is that no one has a right to press even 'good' ideas on an unwilling recipient. That we are often 'captives' outside the sanctuary of the home and subject to objectionable speech and other sound does not mean we must be captives everywhere. (cite omitted) The asserted right of a mailer, we repeat, STOPS at the outer boundary of every person's domain." - Justice Burger, for the majority, in ROWAN v. U. S. POST OFFICE DEPT. , 397 U.S. 728 (1970)  If the mailings continue, we will be forced to take futher action against the business to get the mailings to stop
Regards,
[redacted]

[redacted]We are happy to inform you that we are refunding you your most recent charges. We will then be canceling both your sons membership as well as yours. I will be sure both cancellation forms are scanned and emailed to you along with a confirmation of your refund. The refund will be processed...

Monday morning and usually takes 2-3 business days before you see it hit your account. Please let us know if there is anything else we may be able to do for you. We appreciated your business while we had it. Enjoy the remainder of the weekend. Cordially,PF Executive Management

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because
This is just not right that they cannot find the documentation to support this and we trusted them to honor our request to cancel the membership. Yes I guess it is partly my fault for not monitoring my bank account more closely but I had no need to look for a gym membership because we cancelled it. But I am positive we cancelled the membership in January. I am still looking for the paperwork on the membership closure and I may not find it since it has been a year ago. I think remembering it was a yellow paper should tell them something, that yes we did fill out the cancellation paper. We moved out of the area shortly after [redacted]'s surgery. We had no idea if you could transfer a membership so our option was to cancel. You would also think that the records of [redacted] NOT being there for many months would send up a flag and contact us for a reason why we were not using the services to see if we were happy or not. We have not received a call from Mr. T[redacted] to date to resolve this issue. 
Regards,
[redacted]

Initial Business Response /* (1000, 5, 2016/10/18) */
We apologize for any inconvenience this has caused you. Typically the refund process can take up to 30 days. We have addressed the situation though and have issued a refund. You should receive that refund in the mail in the next couple of days....

Please contact the manager at the club if you have any questions.
Initial Consumer Rebuttal /* (3000, 7, 2016/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please advise of the amount of the refund as planet fitness also took a monthly charge this month after I stated I wanted to cancel my membership. I was told I could not cancel until the corporate office completed my refund. I feel this was just a tactic to take more money from me.
Final Business Response /* (4000, 12, 2016/11/21) */
I have contacted the manager and have confirmed that your membership was cancelled in the system. I apologize for any information that was incorrectly provided to you. It is not required for you to be an active member for us to continue to process your refund. If you have any questions, please feel free to contact the manager at the club.

I have read and reviewed the complaint from Ms. [redacted] regarding her membership with Planet Fitness.Ms. [redacted] purchased her Black Card membership online on November 17th. 2014. As noted in Ms. [redacted] membership agreement the annual membership fee of $39.00 will be billed each year of...

the membership, on or around the first of February to the account on file. The agreement also states that in order to cancel the billing of the annual fee, the club requires a written notice and cancellation of the membership on or before the 25th of the previous month and is non-refundable.Our records indicate Ms. [redacted] did not cancel on time according to her agreement but she was not billed the annual fee. Loyal customers are the key to any company's success and it is our hope that Ms. [redacted] will utilize our services again in the future.

The Regional Manager did reach out and speak to Mrs. [redacted] and she did in fact did pay $41.85 not $35 as indicated in our response.  She was charged $35 by her bank as a result of her initial fee being rejected by bank for insufficient funds. That $35 fee was referenced in error.   As stated in our initial response, we have agreed to refund the $35 insufficient fund fee and $10 service fee to Mrs. [redacted].

Thank you for forwarding the complaint. I have enclosed copies of the membership agreements and documents showing the balances past due. To cancel your monthly membership and stop the monthly billing on the 17th of the month, the club requires writtennotification by the...

10th of the month delivered to the club in person or preferably via certified mail. Any monthlymembership can be cancelled upon 30 days written notice. Changes to your billing account must be made by the 10th ofthe month to become effective for the billing on the 17th of that month.The charges that were returned were due to disputed bank charges. This started with the annual membership fee which comes out every October 1st per their membership agreements (attached). If [redacted] and [redacted] have sent in a certified letter to the facility and can provide received receipts we will gladly work with them to resolve this issue if these charges were in mistake of Planet Fitness. We do not accept cancellations over the phone per our agreements.