Planet Fitness

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.

Hello,  In the first submission, the member stated that she checked her account on January 15th and saw the $42 deduction for the annual fee. Again, the annual fee wasn't drafted until February 1st.   The member had a copy of her agreement to verify the billing dates.  As aforementioned, there will be no refund for the annual fee at this time.  Thank you,

I very much resent the implication that I lied myself in to a corner. I called dozens of times and since I work it was probably out of business hours. I emailed Elie E[redacted] three times regarding this matter moments after I got off the phone with him. How dare you accuse me of lying. When I went to that gym the level of professionalism was a joke so it doesn't surprise me that the staff there lost my cancellation. I didn't file this complaint the first time after I called. I called dozens of times and never got any response until I filed this. It's a shame that your gym is run so poorly but if you think you can push your mistakes off on me and then insult me and accuse me of lying, you're wrong! I've attached 3 screen shots from my sent box of emails I sent to Elie moments free my conversation with him. So please, look at them and tell me again that I lied myself in to a corner and never took the appropriate action. This is another example of the gross incompetence of your staff.

We have finalized the case with [redacted] and have resolved the issue. There was another member who incorrectly had [redacted] billing info on file. We have cancelled that membership so [redacted] will not receive any further charges to her account. We have also refunded her for the months she was charged after canceling.
Thank you, have a great day!

Thank you for your time in reviewing this matter. I have reviewed the information in Ms. [redacted] complaint.  Planet Fitness does not take any complaint...

lightly.  I have communicated with the staff at the Milwaukee-Southgate, WI location in order to better understand the situation.  We understand Ms. [redacted] frustration, and in order to compromise her membership has been refunded the annual fee of $39.  Her payment for the month of June will not be refunded because we received the cancellation after the 10th of the month. I have attached a copy of the cancellation as well as our agreement which states our cancellation policy. She will receive a check in the mail at the address listed on the original complaint. I hope that this resolves the situation and that Ms. [redacted] is satisfied.  Have a great day! [redacted]Planet Fitness

Hello. We apologize for any confusion as we make the sign up processes as clear as possible. This member signed up online and the agreement digitally signed.  Each agreement for the Black Card Membership says, "This membership has a 12 month minimum term" after that sentence it states "If you...

have a monthly minimum term, your account below will be billed for a minimum of 12 months and will continue at the monthly rate above until you cancel in accordance with this agreement."Cancelation procedures are also stated in the agreement that a "member needs to cancel in person or by certified mail on or before the 10th of the month to avoid billing on the 17th". We unfortunately have no email record or any information that we have been contacted by this member. If they could call the store and speak with myself and I would be very happy to assist in canceling this membership.  [redacted]

Hello, my name is James M[redacted] and I am the Regional Manager here for the Planet Fitness of Alaska. I did personally speak with [redacted] yesterday and explained to her why we don't except cancellations over the phone. In summary over the phone is not reliable enough to guaranty that it is...

done right every time including getting the member documentation of the cancellation that can in turn be used to hold us accountable if the member were ever to be billed again fallowing the cancellation. Because we don’t take cancellations over the phone, if a member ever says that they called in and canceled so should not have been billed, we can assure them that was not the case since we don’t take cancels over the phone ever. Each employee is trained for two weeks before signing up a member (or even answering a phone) without the guidance of the club’s manager to make sure there is no miscommunication during the interaction.
  Explaining the cancellation process starts on day one of the employee’s training and continues to be a big part until the end of that employee’s two-week training. We do this in hopes to avoid any misunderstanding. Unfortunately, members are often in such a hurry they don’t hear what we’re saying or simply just misunderstand what we’re trying to tell them. During the sign up we explain each detail of the membership including the cancellation process, and ask the member to sign that section if they understand or don’t have any questions before moving on with the sign up. Attached you will find a copy of [redacted]’s agreement during sign up, and on it you will see where these details were explained to her as well as initialed by her stating that she did indeed understand before moving on with the membership. For any questions regarding the membership or anything regarding Planet Fitness feel free to call me or email me at any time.
My phone number is [redacted]
My email is [redacted]
Thank you!

[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]

[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 11974475, and find that this resolution is satisfactory to me. 
Regards,
Yesenia H[redacted]

I was prompted by Moon Valley to go to this location, Avondale, to do my cancellation back in March, in which I did and it was to my understanding it was taken care of. I was never told that the locations were not the same even though they are the same business. My complaint is not for the wrong business. No employee from either location made any comment about being unable to do it, not doing it, or the differences.

I spoke with Mr. [redacted] Friday afternoon and apologized for the confusion with the membership terms. Mr. [redacted] will be receiving a refund for his $39 annual membership fee.

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. - [redacted]