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

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]

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

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

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.

[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

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 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

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

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]

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]

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.

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.

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]

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.

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.

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

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