Planet Fitness

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]

[redacted] cancelled her membership on 6/14/2016. Per her membership agreement it states that 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. She will not have any further charges.Thanks,Amanda S[redacted]...

General Manager

We looked into this issue and found that there is indeed a cancellation form on file for Mr. [redacted] that says he was supposed to be cancelled as of 4/17/13. The cancellation was never completed in the system. We are in error and owe the...

member a refund. He came in on August 7th and was cancelled immediately when he brought it to our attention. We are happy to refund Mr. [redacted] for what he is owed in our error and apologize for any inconvenience. We attempted to contact Mr. [redacted] twice with no response, we have mailed Mr. [redacted] a check for $657.44 (25 months Black Card Membership ($21.32) and 3 Black Card annual fees ($41.48) charged after membership was to be cancelled on 4/24/13).   Thank you, Planet Fitness Connecticut Management

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.
Please submit proof as to why I am not owed a refund. I submitted my bankruptcy petition to your department and it clearly shows you are listed and the date it was submitted so what evidence did you use to justify that there is no refund owed? 
Regards,
[redacted]

I have received the complaint from Ms. [redacted] regarding her membership, purchase with Planet Fitness. As of August 30th, 2016 Ms. [redacted]’s membership with Planet Fitness was cancelled. After further review, Planet Fitness will be sending Ms. [redacted] a check in the amount of $25.00 for her overdraft...

cost. Loyal customers are the key to any company’s success so it is my hope that Ms. [redacted] will continue to utilize our services. I have appropriately noted Ms. [redacted] concerns and have forwarded them to the proper management team to ensure they are addressed.   Sincerely,  [redacted] Director of Client Services

Attached is a copy of Mr. [redacted] agreement. The agreement states that on 1/08/2015 Mr. [redacted] signed up for the monthly membership. This gives him access to the home gym and trainer only. While a member at Hilliard, Ohio the member tried to bring in a guest on 03/04/2015. He was informed then that he did not have the black card membership and could not bring a guest in. He was told to have a guest he would have to convert to the black card membership or have his guest join on his own monthly membership.  He also tried to get the manager to alter the start-up fee for the monthly membership which he was also told we could not do. The member left on 03/04/2015 without his membership being converted to a black card membership and without his guest signing up. Then the member transferred to the West Broad, Planet Fitness and again tried to bring in guests with the monthly membership. He also tried to let his friends use his scan card to come in and use the facility. When one of the employees working at the Planet Fitness off West Broad stopped him to tell him he could not bring in guests, he started using profanity and calling the employee names. Unfortunately Mr. [redacted] violated the terms of the agreement by trying to give his scan card to others to use and by using profanity toward the employees when told he could not have a guest. The membership was cancelled on 07/07/2015. Thank you, Victoria L.Club Manager5415 Roberts RdHilliard, Ohio 43026Phone: [redacted]Fax: [redacted]

Dear [redacted],   Attached is the membership contract you signed on 1/6/14. Per the 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 clubs monthly billing cycle, a minimum of (30) days’ notice from your desired termination date is required.) You must come into the club and sign a cancellation form or send a written certified letter to the club and surrender your membership card. Upon surrender of your card, you will receive a temporary card which entitles you to membership privileges for the remainder of your membership.   Sincerely, Planet Fitness Connecticut Management

I will definitely cancel her membership and use her letter as written notice.

We have reviewed the information in your complaint.  Planet Fitness does not take any complaint lightly.  We have agreed to your desired...

settlement.  Per your request, your account has been cancelled and your last payment will be refunded to you.  Please reach out to your home club location to confirm your address.  Once confirmed, you will receive a check in the mail within two (2) weeks.We hope that this resolves your complaint, and that you have a great afternoon!Sincerely,
[redacted]Director of Operations - Planet Fitness

[redacted]Thank you for reaching out to us. I apologize we're discussing a negative experience you had at our Ewing, NJ location. In my opinion this could have been handled differently and we will be reaching out to Marissa to speak with her in regards this incident. I will let you know that we do...

typically ask for a photo ID for guests of our Black card members. This is to make the checking in process easier for that guest the next time they come to visit. I understand this wasn't explained to you initially so we do not hold you responsible for not knowing.Again, in my opinion this should NOT have restricted you from using the club that day. The staff should have instructed you to sign in and bring your ID the next time you came to visit. We will address this today as previously discussed.On a side note, I will tell you that we pride ourselves on our customer service and  positive member experiences. We spend a tremendous amount of time training our people to ensure this consistency across all of our locations. With that said, we have a lot of employees and rarely but sometimes we have an issue like this where things probably could have been handled differently. Our goal is to address this issue so you nor any other visiting members have a similar experience. Please accept my apologies and if you have any similar issues, please don't hesitate to let us know. Cordially,William C[redacted]Planet Fitness