Planet Fitness

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.

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.

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

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

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.

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

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]

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]

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]

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

Our management team reached out to [redacted]. The payment went along with her agreement and should have been billed. As a courtesy, we have refunded the $39 fee and she has decided to rejoin the facility. Please let me know if you need anything else with this. Thanks!   Joel H[redacted]  Regional...

Manager  Planet Fitness

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]

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.

------ 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]

I am rejecting this response because:At the time I made the change .. I was told to upgrade to use other equipment for $10 more I was never mentioned any fees or contracts since your gym is known to have that no contracts or fees promotion I know I did sign this paper but I was told it was to get the monthly charge for my bank account they didn't give me a chance to read it it just told me to sign .if I would of beeb told of such fee I would of left it the way it was since I just wanted to try out the facility. you should not use as bait the only gym that offers no cntractor  or fees when you actually..

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]

[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.

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