Planet Fitness

[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

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 and the matter has been resolved.
Sincerely,
[redacted]

We reached out to [redacted] to discuss her medical situation and the past due balance showing on her account.  Ms. [redacted] was able to provide us with medical documentation  this week.  As a result, we zeroed out her balance due.  The account now shows cancelled...

with $0 balance and in good standing.

BUSINESS RESPONSE:
UI,sans-serif;">I spoke to this member yesterday. As I stated to her, when her billing changes she needs to inform the club before the 10th of the month (per her contract) to avoid a late fee.  She stated the bank informed her of fraud at the end of February which gave her ample time to inform the club.  I also explained to her that we already waived a service fee once before for the same reason and members are entitled to one service fee waived.    General Manager Planet Fitness - [redacted]

Complaint: [redacted]
I am rejecting this response because:  The person responding blatantly lied.  The manager of this facility was supposed to get back to me.  Their employee wrongfully told me that I was unable to join the Healthways plan because I was a member of another plan.  I did speak with the manager regarding this, as I would not have cancelled had I known that I could have waited and then changed over to the Healthways plan.  This was clearly explained to the manager.  The manager stated that she would get in touch with Planet Fitness at the corporate office to request that I receive a refund, instead of trying to make me an offer to essentially upsell me on a free deal.  My husband reached out to Planet Fitness corporate, who stated that the refund was up to the regional manager.  This manager lied to me and ran me around, attempted to upsell me and even lied to me about the amount that she makes when I visit through Healthways, implying that it was less than my previous monthly dues.  When my husband spoke with Planet Fitness at the corporate office, they stated that the reimbursement through Healthways was over $10 per visit.  Additionally, the manager never bothered to get back to me after stating that she would call me back within 1-2 days.  This is terrible business and unethical.  We do plan to take this complaint onward to Planet Fitness corporate as well.  
Regards,
[redacted][To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

Company has requested this complaint be reopened, so they can respond.
 
Case #: [redacted]
 
Response:
We make every effort to be...

transparent with our customers around our membership rates and cancellation policies.  Our employees make it a point to circle and/or highlight the methods of cancellation as written on our membership agreements before the prospect joins our facility.  We also thoroughly review that following a member’s minimum term, his/her membership will continue month-to-month with no commitment.  We charge an Annual Membership Fee that is fully earned when received and is non-refundable. The member receives a copy of these policies and procedures once they are reviewed.  We ask that members either come in to cancel or send a certified letter so that both the business and the customer have a signed copy of the cancellation and there is no confusion in the process.  According to our records, Ms. [redacted] disputed charges through her credit card company for the April 17th draft, May 17th draft, June 1st annual fee, and the June 17th draft. According to her agreement, a $10 service fee was added to each month’s unsuccessful draft. She incurred a balance of $145.44. We have no record of receiving a certified letter of cancellation from Ms. [redacted]. As a courtesy, we have cancelled Ms. [redacted]’s membership.
Thank you,
Planet Fitness [redacted] Management

Dear Sir/Madam,The complaint that was received is in regards to our Annual Rate Guarantee fee. All of our members are required to pay this fee annually every year, in accordance to their agreement. Mr. and Mrs. [redacted] both provided their signatures on their membership agreements acknowledging and...

consenting to the fee being deducted on October 1st. A copy of their agreements can be obtained from either myself or under the discretion of management at their facility. All of our staff at Planet Fitness are trained to follow a script when explaining the memberships and fees to potential and existing members alike. The General Manager of that location also posted laminated reminders of the Annual Fee deduction around the facility for the members to review. If you have any further questions or concerns please call us at [redacted] or email me at [redacted] Thank you. Sincerely, [redacted] Regional Manager, 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]

We have reviewed Mr. [redacted]'s account. We do not have a cancellation on file. According to his agreement, he must send a certified letter when sending a letter. Does he have a copy of the certified letter? We have cancelled the membership, but there are no refunds for unused services.

Thank you for reaching out to me for clarification of the interactions with this PF member.On 6/15/17 [redacted] contacted our club and spoke with the club manager regarding his membership. At that time he was given the option to put his membership on a medical freeze or cancel it out completely....

We explained to him all we would need is documentation from his medical provider to either freeze or waive the buyout fee associated with cancelling the membership prior to his 12 month term commitment.As the member was dealing with medical issues the club manager offered to let him email her his decision rather than make a trip into the club. As part of this conversation it was explained to him we need freeze or cancellation requests by the 10th of the month in order to pull him out of the billing on the 17th. Since it was the 15th the bill for June had already been pulled from our system so it was explained he will get billed one more time regardless of which option he chooses.Via email [redacted] did request us to cancel his membership and charge the card on file for his buyout fee. We did as he asked by cancelling the membership and charging the buyout fee.Through this entire process we were polite, understanding of his current situation, and very up front about what needed to be done and the charges associated. Everything was done within the terms of his membership agreement to which he was completely fine with and agreed to when he signed up with Planet Fitness.I have attached a recording of the phone call with the club manager on 6/15/17, a copy of the email string with the member, and the original agreement signed by the member on 11/23/2016.

We were not aware of this complaint at the business office.  We have reviewed [redacted]'s complaint.  We apologize for the inconveniences incurred by [redacted] and will be forwarding her a full refund per her request.

Planet Fitness has reviewed the message below.  Ms. [redacted] account has been cancelled and there is currently a $0 balance on her account.  We hope that with this clarification, this matter is resolved.
 
Sincerely,
 
[redacted]
Operations Manger - Planet Fitness