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

We have cancelled [redacted]'s (member number: [redacted]) membership with Planet Fitness. We do not call members for balances or new card information. The membership is in good standing and successfully cancelled. We do not report anything to credit Bureaus.

I apologize for the delayed response but this past week was a vacation week for the office due to kids school vacation. I am only now seeing this. I can sympathize with your situation and would love to try to work with you. I'd first like to explain that although you may be disappointed with the way...

this was handled, the staff are not allowed to let people in the club that are underage without first getting signed legal permission from that youths parents or guardian, as you now know. With that said, the form needs to be signed in person at the facility. We are paperless and all of our documents are executed electronically and stored the same way. Do your disabilities prevent you from ever coming into the facility? We are a handicap accessible facility and would be able to accommodate wheelchairs etc. The issue here is one of liability. Without this form signed, in the event your family member was to ever have an issue in the facility, we could be held liable and be subject to a lawsuit. Although that may not seem like a concern for the members, the business always has to worry about this as it is a requirement of the Insurance that covers the clubs. there really isn't a way for us to email or mail  you the necessary forms. I will say that we are open 7 days a week and we are staffed 24 hours a day. Is there a possibility of you making it in sometime ion the near future?As far as the employee is concerned, we will make it a point to discuss with them your disappointment with how the situation was handled. If necessary, additional training will be conducted to ensure this doesn't affect any other of our valued patrons. I sincerely apologize for the issues you've had and we'd like an opportunity to make this right but we will need to see you in the facility to make this happen. Is that possible? William C[redacted]

Hello, my name is [redacted] and I’m the regional manager for Planet Fitness here in Alaska. Because I do understand that things can be either easily misunderstood or overlooked and intern result in an unfilled expectation, I have gone ahead and canceled the membership as of today. A...

big part of of our staff's training is dedicating to explaining the cancellation process during enrolment. We are always doing what we can to make sure that nothing is overlooked. However, because of the agreement and how many times it is mentioned in the agreement that the member is responsible for canceling their membership if they do not wish to continue to be billed, we will not be issuing any refund.    I have included in the attachment a copy of the membership agreement that was signed during enrollment period for any further questions please contact me anytime at my office at 907-519[redacted] or via email at [redacted]@planetfitnesswest.com.

Hello,Thanks for reaching out to me. Ms [redacted] actually joined the gym through the website on 7/11/2017. Ms. [redacted] confirmed that the information on her agreement is correct. I have attached a copy of her agreement. If Ms [redacted] would like her membership to be cancelled, there is no cost, but she...

will need to come down to her home location or send them a letter through certified mail. We do not refund for nonuse. Please let me know if you have any questions.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved becau
 
 Yes, when I called regarding the banking issue I called confirming the new banking information. Originally, I came into facility like I promised with the information. I know those are bank charges, because I mentioned that that card will not have any available funds and Planet Fitness continued on withdrawing from this account. I used this facility one time, than I sent the dr. information regarding my Degenerative Disc Disease. Planet fitness claimed  they needed dr. note which I provided plus additional information.  Due to diagnosis, I am unable to pay out anything due to recently loss of income. I am trying to reconcile this matter.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

This company is absolutely first class all the way. There was never any sales pressure or negative comments about competitors. [redacted] explained everything very well and went out of his way to help the process all the way through. [redacted] and his crew were equally professional and pleasant through the extremely cold installation process. Their work was very neat/complete and they even cleaned my garage floor before they left. I would highly recommend Robco to anyone considering solar.

Sent: Wednesday, June 08, 2016 11:06 AMSubject: Case [redacted]   To Whom It May Concern:...

  Ms. [redacted] has a signed membership document on file at our Cypress location. In addition to the signed document, there is a picture on file (taken when members come in for the first time) and check ins at the Cypress location. [redacted] does not offer a "guest pass" that allows non members to try the gym out for a certain period of time. We do not report to collection agencies for any balances that are owed. If Ms. [redacted] has been sent to collections, it was not done by any [redacted] representative. Also, we do not send harassing text messages or phone calls to members about their memberships. However, we do inform members that there is a balance on their account and that we will diligently work with them to get it resolved, and even waive some of the owed charges. We would be more than happy to discuss this with Ms [redacted] if she would like to look into this further. Thank You, Naomi [redacted] Member Services Coordinator [redacted] Houston

Planet Fitness recently switched billing companies to ABC Financial.  The new billing company, ABC works with the members banks to obtain their new billing information.  I assure you that there was no fraud involved and Planet Fitness will gladly show you on your agreement where...

this is stated.  Planet Fitness will make sure that the membership is canceled. We apologize for any inconvenience and would love to offer you a free month if you ever came back to Planet Fitness.      Thank you   Planet Fitness Plainfield

RevDex.com Response - [redacted], *.The membership purchased by Mr. [redacted] on 3/19/14was our Black Card Membership. This membership has a 12 month minimum term.When Mr. [redacted] came in to the club to deliver written notification to cancelhis membership...

he was informed that in order to cancel early he would have to paya $58 Buyout Fee. He refused to do that and his membership was not cancelled. Wehave no record of a Buyout Fee being paid by him. When he called on 11/18/14 to find out why he was stillbeing billed I explained to him that because the required Buyout Fee had notbeen paid we weren’t able to cancel his membership. He became irate, usedprofanity and said he would stop payment at the bank. [redacted]General ManagerPlanet Fitness Gulfpport