Planet Fitness

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]

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.

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

In reference to complaint ID [redacted] We at Planet Fitness understand and are aware of what went on with [redacted] however our files indicate he did not come into our place of business to cancel. We keep all files on hand and we do not have a cancellation for this member. We do...

apologize for his inconvenience and we granted the cancellation on 10/24/2015. We will not be refunding the money requested. [redacted] signed a contract clearly outlining our cancellation policy. Since we never received the proper cancellation notification from [redacted] those dues were still owed to us. We regretfully informed the member he would not receive a refund. If there is anything else I can provide for you feel free to reach out to me on this matter.

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.

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]

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.

Complaint: [redacted]
I am rejecting this response because: When [redacted] signed up she specifically asked about the tanning beds. I did not sign up for the other perks. Your staff was well aware I was only 17 and never communicated that you need to be 18 years old or she would have never signed up for planet fitness. I feel like I was taken advantage for my age and this is unacceptable . Your staff should not sell memberships to just make sales. And the way the were going to rectify it she was told to lie about her age which is against the law. I spoke too 2 [redacted] and they to.d me to lie about my age. I feel like we were scammed from planet fitness. I have cancelled my membership and was hoping to be reimbursed 58.00 for their breach of contract. I would not stay with this gym after all the aggravation it has caused me. I feel they do business in an unfair manor taking advantage of people's age. Planet Fitness will be exposed for the frauds they are.
Regards,
[redacted]

Planet Fitness of Santa Ana, CA does strive on a clean and friendly customer service environment.  Which does make sure that everyone feels comfortable and knows that we strive on cleaning continuously through out the day.  All staff...

 including management is expected to clean all areas of the fitness gym. We are there for the needs of the customer who attend and visit our cub.  We take much pride in doing so that we have daily inspections from the Regional Manager; who check marks the equipment and any of the amenities including the tanning beds for proper cleaning.  This is a mandatory process that after each use the staff is to clean the tanning beds.  We completely apologize with our severe concern as well appreciate the feed back; to analyze what it is that we can do better on our customer service quality. Thank you for your time!
Best Regard,
[redacted] Planet Fitness Santa Ana, CA

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]

To whom it may concern,I contacted Sabena on Monday February 22nd. She stated that she no longer needed assistance, that her concern had been resolved,  and her refund was being processed by her bank.Sabena did not allow me to explain what had happened with her membership and she did not want me to help her cancel her account through the [redacted] Planet Fitness.Sabena requested that I do not contact her again, and so I reached out to the Franchisee she is a member with and they confirmed with me they would cancel her membership (in [redacted]).Today at 1:50PM I Left a Voicemail for Sabena to clarify what she is requesting. Her membership has been cancelled at the club she is a member of (again not our franchisee), and she had previously stated that she is being refunded through her bank.Her suggestions about our website are greatly appreciated and we will forward that to the appropriate representative in our corporate office.Her original complaint requested the following:The  membership to be cancelled - This has been done as of March 1, 2016Refund for membership dues - Sabena stated in our original conversation she would be refunded through her bank and that she did not want assistance on seeking a refund through the club.lIf there is anything additional she is requesting please let us know, as it appears to us that all of her concerns have been addressed and rectified as she requested.

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].

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.

Hi Ms. [redacted],First I would like to apologize about the situation that you ran into with one of our facilities, I am currently looking into this situation for you.  I do have a couple of questions for you. Do you have the last 4 digits of the debit card that...

is being charged? Do you also have the last 4 of the checking account that is being effected? I can run a report that shows who this membership is charging with this information.  Also, have you ever signed up for a membership with us or signed up a friend/family member/significant other?I hope to get this resolved for you as soon as possible.  Please get me this information as soon as you can.  Have a great day![redacted]

[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]

[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

The following is a response to complaint # [redacted]: Hi, [redacted].  We see that your membership was cancelled on 02/28/2017 and that your Annual Membership Fee was on 03/01/2017. According to your membership agreement that was signed online, in order to cancel your membership prior to the...

annual membership fee, the club requires notification no later than the 25th of the month before such billing. We sincerely apologize for any inconvenience and hope that you will reconsider us in the future. If you have any further questions, please contact us at any time during our business hours.

Good morning,  I apologize if there was any miscommunication that might have taken place. The membership does go month to month after the year contract has been satisfied.  We do require members to come into the club or send a written letter to the club in order to cancel their...

membership.  We are willing to refund the overdraft fee and the month of membership.  We have issued a refund for $45.00 to [redacted] via check (check number is [redacted]).  I am mailing the check out today, January 30, 2017.  We apologize for any inconvenience that this might have caused.

To whom it may concern, I am writing in response to a complaint received on 10/21/2016 with the ID of [redacted].                A guardian of one of our members recently contacted our facility and spoke with one of our supervisors in regards to cancelling...

her grandsons membership. Due to the manner in which she signed him up for the membership, being completed online from home, her information was not properly input as the financial cosigner on the agreement. This caused issues for us due to our privacy policies regarding the confidentiality of members billing information, as we are not permitted to confirm this info over the phone, and thus requested that the account holder come down in person to verify the information. We were then informed that this individual was unable to visit us in person.  Per the membership agreement terms, the club requires a written notice to cancel a membership delivered either in club or mailed to our location here in Yakima. Cancellations cannot be completed over the phone. After speaking with the supervisor that the complainant last spoke with, I understand she was made aware of the option to send in a cancellation letter via mail. We are happy to cancel this membership once this letter is received.

I had previously used Aall Bright and wrote a very positive review for their driveway cleaning services. Paul "Sal" S. came out with his 2 other crew today on time as scheduled and we had a brief discussion on what I wanted done. I was initially disappointed by him saying he would not have time to do everything leaving some of what I felt were quick items at the front of the house not done. I accepted that and we moved to the back. He had seen the size of the enclosure and deck from Google and knew what to expect. I had asked him to get up on the roof to make sure the pollen and leaves would be cleaned from the enclosure and particularly where the enclosure met the roof. It just looks bad and I know it can be cleaned. He took a quick look on the roof and said I didn't need it saying it would save me $100. Well that was not the issue and I said we'd see how it was when they finished from below. I OK'd the work to start, did not haggle on his price at all and he had me pay in advance. I've never had to do that and in hindsight I never will again. The only reason I did was he did such a great job on my other property. Mid way through I saw the guy he had washing near my office was not getting the little green cocoons off the screen. I asked to make sure that these would be removed and Sal began saying they might not all come off as hit several with a little pressure and they came right off. I knew that they would because they are from this season. I had it all clean last season and before that the enclosure was newly installed. When Sal called me out to take a look he pointed out correctly that the company that sealed my pavers did a poor job and he could not fix that. I understood that, not his fault and we moved on. Over the pool and the places where the enclosure meet the house where I specifically pointed out I wanted the pollen removed they were pretty much all still there. He said they were either stuck in or the "wind would blow them off"... I told him that I was not happy with it and asked what could be done. He said nothing could be done and would not remedy the issue. I know this is a 100% lie as I had cleaned them myself before. If I wanted to do it myself I would not hire someone. I even had my wife come out and she said the same thing. Sal just left. I would never hire or recommend him to anyone ever again.,. It seems they only want the quick buck. If its a driveway, maybe they're OK, but I would never use them for anything else. Ultimately I would love to find someone that does a good job for the money. I paid what Sal asked and he didn't do the work.