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

n reference to complaint ID [redacted] signed up with us and had to sign off on three different areas of the agreement to become a member with us, When [redacted] signed up he was told all of his terms in the agreement which included the cancellation polices and the annual fee. He was...

than emailed a copy of this agreement right at the time of sign up. Since the date of cancel was after the date our annual fee was already captured we are unable to give a refund. Planet Fitness requires seven days notice to stop any automatic billing with our company.

Hello,   Mr. [redacted] called and spoke with our Assistant Manager concerning a $41.66 charge. We informed Mr. [redacted] that the charge was his annual fee that is billed once a year. This fee was charged for his wife’s membership as well.   We make every effort to be transparent with our...

customers around our membership rates, annual fees, and cancelation policies.  Our employees review in detail the methods of cancelation as written in our membership agreements before the prospect joins our facility.  The member receives a copy of these policies and procedures once they are reviewed.    Sincerely, Planet Fitness New Mexico Management

According to our records [redacted] monthly payment did not go through for the months of June or July, there appeared to be an error with his billing information.  On 7/21/2015 [redacted] made a payment on his account for $20, this covered [redacted]'s monthly dues for the months of June and July.  In...

order to cancel your membership at Planet Fitness your account must be in good standing, any cancellation received after the 10th of the month would make the customer subject to one more month of billing.   [redacted]'s account is currently cancelled out and he will not receive any further payments going forward.

To Whom it May Concern,Attached you will see a copy of Mr. [redacted]'s contract.  His contract states "To cancel your monthly membership and stop the billing of the monthly membership fee on the 17th of the month, the club requires written notifications by the 10th of the month delivered...

to the club in person or postmarked via certified mail to the club address listed above."  We have yet to receive a cancellation request via certified mail, nor had he filled out a cancellation form at the front desk.  If Mr. [redacted] has in fact cancelled his membership per his agreement terms, we would be more than happy to issue a refund.  All that we need is either a carbon copy of his cancellation form dated back to "the time he cancelled" or a certified receipt from the US Postal office dating back to when he cancelled. Please let us know if you need any other information or have any questions.  Thank you and have a great day![redacted]

Mrs. [redacted] called our Bullhead City location about four months ago requesting to cancel over the phone. Our manager informed her that she would need to come to the gym or send in a certified letter, she said thank you and that was the end of the conversation. Mrs. [redacted] called back at...

subsequent date and again asked if she can cancel over the phone. Our manager once again told her she would need to come into the club or send a certified letter. Mrs. [redacted] was not happy with this response. Our manager offered to transfer her membership to a club closer to her home so she could visit that club in person to cancel however Mrs. [redacted] was not happy with those solutions.   We make every effort to be transparent with our customers around our membership rates and cancelation policies.  Our employees review in detail the methods of cancelation as written in 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.  The member receives a copy of these policies and procedures once they are reviewed. Mrs. [redacted] was emailed a copy of her contract after joining to the email listed on her contract (attached).  As a courtesy we have cancelled Mrs. [redacted]’s membership.               Thank you,               Planet Fitness Arizona Management

This is a response to the Revdex.com complaint ID:[redacted] for [redacted]. Mr. [redacted] had a $119.00 balance on his account, due to the funds not being available for withdraw. Our policy is in order to cancel a membership. We must have written verification to cancel; either by certified mail or in person at the home club location. If there is a balance on the account, all balances must be paid before cancellation can occur.Mr. [redacted] called into his home club on March 23, 2017 to cancel his membership. The club told him they would waive part of his balance. That he would also need to send a letter to cancel since he had moved. The home club received his cancellation letter on March 27th, along with a check for $50.00. The club cancelled his membership with the check and waived the $69.00 remaining balance.Since we did not receive a written cancellation for his membership, we were not able to cancel him until March 27th. We will also not be refunding the $50.00 that has been paid. Since all balances must be paid before a cancellation can occur. As it stands now he is cancelled and in good standing. If he would like to rejoin at a later date, he would be more than welcome too! Please let me know if you have any further questions, comments, or concerns.Regards,[redacted]
--[redacted]
Planet FitnessOperations Manager(217) 836-0092

Dear Sir/Madam:The complaint we received was in regards to a cancellation that was never completed for one of our members[redacted]. Ms. [redacted] signed the cancellation from on June 17, 2017, which is on file with Planet Fitness. As of today, August 18, 2017, Ms. [redacted]’s membership has been cancelled...

and a refund for July and August dues will be posted to the billing account on file. Ms. [redacted] has been called and informed of the situation, she will not be required to go to the club.  Sincerely,                                   ...⇄ [redacted]                                   ...⇄ Planet Fitness                                    �...⇄ Chicago Regional Manager    P: [redacted]

------ Forwarded message ----------From: [redacted]<[redacted].com>Date: Mon, Mar 13, 2017 at 2:13 PMSubject: Follow-up on PF Club Membership Cancellation Issues - [redacted]To: [redacted]@myRevdex.com.org, [redacted] <[redacted].com>Cc: [redacted] <[redacted].com>, [redacted] <[redacted].com>, [redacted] <[redacted].com>, [redacted] <[redacted].com>Dear [redacted] et al,We recently received the final response from the Revdex.com dated March 6, 2017.We appreciate the time involved for Revdex.com to review all of the factual information provided and to confirm that we had fully and properly communicated with our Customers here [redacted] and [redacted]).We knew that we had consistently and clearly applied all provisions of our standard Club Membership Agreement, including a very easy process for cancellation of a Club Membership at anytime. In summary, here are the facts:1. [redacted] became a Planet Fitness Club Member on 3/28/13 and cancelled her Membership due to some pending medical situations on 11/10/14. This cancellation transaction was handled in a timely and proper manner due to the use of a standard paper form for Cancellation that she filled out at the Columbia - Planet Fitness, LLC Club at that time.2. [redacted], who is a legal adult at age 21, became a Planet Fitness Club Member on 4/16/15 and based on a Certified Letter of Cancellation, as received in the mail on 1/3/17, his Membership was cancelled on 1/4/17.3. The claim of a paper cancellation being completed at our Columbia - Planet Fitness, LLC Club in 2016 was not accurate. No paper forms were in use after January 2016, aswe were only using the [redacted] online for all sign-ups, or any temporary medical freeze status, or any cancellation transactions. 4. This means that either [redacted] or [redacted] would have had to electronically sign for any such a Club Membership change directly at the Club. They would have received an e-mail confirmation of any such transaction immediately at that time, and we would have an electronic copy of that cancellation in our system.5. No such electronic cancellation action was issued nor is it in our system, because it did not take place in 2016.We have talked together with **. [redacted] on the phone as part of our personal follow-up. We now understand that there were many urgent family dynamics involved with their expedited move to FL to be with their sons there, and details of monthly bank statements and their review may not have been high on their family list of priorities at that time.We have made an offer to the family for a 1-month free use at any of our 6 Planet Fitness Club locations, simply to recognize the challenges that they were all going thru at that time in their lives. That offer still stands and can be used at anytime during 2017, by simply contacting us directly and identifying when and where they would like to use that 1-month FREE pass on us. Sincerely,Don *. T[redacted]Ephrata, Altoona, Columbia, Millersville, Willow Street Planet Fitness Clubs - PAMillville - Planet Fitness, LLC - NJCell #[redacted]

[redacted]DOCUMENT ATTACHED[redacted]
We spoke with [redacted] on June 21st. As per this conversation we informed her we would provide a copy of the fully executed agreement. As you can see from the attached copy, her one yearcommitment would not have been up until January 4, 2017. Thus providing evidence...

that we complied with the terms of the contract she agreed to.A copy of the agreement was emailed to Miss [redacted] on June 23rd. We have asked her to reach out to us if she has any additional questions; once she has reviewed the document in its entirety.

Initial Business Response /* (1000, 5, 2015/10/26) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
Dear consumer,
Per your contract rules you must come into the club to cancel a contract. If there is a balance you must pay your remainder...

before canceling. You are also responsible for any billing changes per your contract. If your card is declined you are responsible for paying off your missed payment via coming into the club or using our online system.
Final Consumer Response /* (3000, 15, 2015/11/02) */
I explained to them I no longer live in the area and they told me I could write to the club, so I assumed this matter was closed, however, they're still harassing me, telling me I didn't abide by my "contract" when I told them it would not be possible to come in and cancel and they assured me it would not be a problem. Well, they lied.

HelloPlease be advised that I have received a refund from Planet Fitness.  I am satisfied with the outcome, and appreciate their prompt response.Thank you[redacted]