Planet Fitness

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]

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..

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

The reason why I know it was filed with Asheboro was because Asheboro is the one who called me. That is the reason why they can’t find me in the system. The 704 number you called is not High Point location. It is the Asheboro location. You sent the complaint to the wrong place and your talking to the wrong location. So no they can’t help me because I’m not a member at that location. This is why they can’t find me in the system. Revdex.com filed the complaint at the wrong location

Greetings,   My name is [redacted], General Manager of Planet Fitness Victorville, replying back to the issue that happened with Mrs. [redacted]. On the evening of August 23rd, Mrs. [redacted] was exercising in our 30 minute express circuit. Mrs. [redacted] and I had previously talked about her...

concerns with the circuit not being followed by the rules. I advocated to her that if she is to be put in a position where people do not follow the rules, speak to our front desk staff and then and there it would be handled. I also encouraged her to sign up for the class that our trainer teaches in his 30 minute circuit that way she can complete it thoroughly. On the evening of that day, Mrs. [redacted] was doing the circuit and she then grabbed a staff member about the 30 minute circuit not being followed. Upon my staff arriving, they noted that everyone was following the circuit as it was green light at the moment. She then got upset that my staff member did not do his job. After 3 times of grabbing my staff, Mrs. [redacted] grew angry and started taking action in the circuit in her own hands. A member observed the situation and was worried that Mrs. [redacted] was going to hurt a staff member by her body language. She then started cursing out loud to my staff. My staff member then told Mrs. [redacted] that she just arrived and she does not know exactly what is going on trying to play peacemaker. Mrs. [redacted] did not care for anything that my staff member had to say and left the premises upset. I then called her the next day to apologize about what happened. She then kept telling me "WHEN IS THIS GOING TO CHANGE?" I strongly felt she was not satisfied the way the situation was handled and told her by her approval that I can cancel the memberships with no buyout fee's as she felt upset. She then went on a vocal rampage about how this gym is not being ran right, people breaking rules, and then she told me to cancel her out and proceeded to hang up on me. I then honored her request and sent her an email confirmation of all 3 memberships being canceled. Attached are statement from two eyewitness staff members and also an eyewitness member.   [redacted]   Planet Fitness Club Manager   [redacted] Rd. Victorville, CA   [redacted]

It states in their agreement that after their first year the membership continues month to month until cancelled in accordance with the agreement. The agreement also states that that piece of paper is their entire agreement between them and PF and overrides anything otherwise stated to them or put...

in writing by a staff member or anyone else. They claim a staff member told them it would end after a year, but unless they have some type of proof that that conversation took place it didn’t, and per the last sentence it wouldn’t have mattered either way. We do not work retention by making things up to keep members. After further review of this case the member had first made a claim that they were told it would automatically cancel after one year, but then the notes show that the member called and was told this and member said that she would send a certified letter. On another occasion the member finally came in to cancel the membership the correct way and while there said that she had cancelled over the phone months ago which was now a third or fourth version of events, and another attempt at trying to make it seem as though she had already cancelled. This member signed up online so it is up to her to read everything about the membership and how things work. She signed off and aid that she understood all of the policies and procedures of the club, billing, and cancellations, so there was nothing that we did was incorrect in any way. There was also a copy of the agreement that was emailed to the member the day that she signed up so that she could review it at any time to find out what is needed for cancellation. There is no attempt to hide the policy of the membership continuing after the 12 months are up in fact that section is in bold letters so members can clearly see that after the 2 months the membership continues until it is cancelled out. I am attaching a copy of her agreement that clearly show the cancellation policy. The agreement will also show that she signed off saying she was fully aware of this policy, and everything on our end was done correctly. Please let me know if you need any additional information. Thanks!

Dear [redacted],
I'm emailing on behalf of Planet Fitness in Malvern and a complaint you received from...

[redacted]. As he stated he did want to transfer his membership from our location to the Planet Fitness in South Philly. The way our transfer process works is that a member would go to the member services page on our website and select the location he wants to transfer from and to but due to recently getting a new website layout the online process has been sporadic and since we have allow members to do a "manual transfer" to locations. The manual transfer process include the member going into their new location, talking to the staff there who then contacts us and informs us that they are transferring. From there we cancel their membership and fax the form to the new location so they can sign up the member and waive any initiation fees. As stated by [redacted], he did go into South Philly to transfer his membership sometime in March 2015. While there he signed up and to the best of our knowledge they had waived any initiation fees. The problem occurred because we were not informed of this by [redacted] or the new location causing him to have 2 open memberships that he was being billed from.
On June 2nd, [redacted] called our location and informed me (Scott A[redacted] Assistant GM) that he had been billed from our location. After unsuccessfully searching his file for a cancellation form, he informed us of the situation stated above. He informed me that he wished to be cancelled at which point Stated the cancelling process which is in our agreement where he initialed that requires a member wishing to cancel to either come into the club in person or to send the club a letter certified mail. He wanted his membership cancelled immediately and was unable to come into the club so given the situation of the double billing and the confusion or lack of communication from the transferring process I did him a favor and asked that he email me his wish to cancel and that his email would count as a certified letter so that I could attach the document to his file. He was then cancelled in our system on June 3rd, 2015. I also discussed with him that we would refund him his money from our location as again a favor even though he did not properly cancel with us or transfer his membership. That refund was for 3 Months he was billed at both locations, $19.99/month totaling 59.97. The refund proposal was completed on June 3rd and faxed to our owners on the following Monday, June 8th.As of that conversation on June 3rd, we had helped [redacted] resolve the issue and problems that occurred, both of which [redacted] said he was pleased with. I contacted [redacted] after receiving this notice to again confirm and update him on the resolution we had discussed on June 3rd.
If you have any further questions or would like to contact me my information is below. Thanks for your time.Scott A (Assistant GM)Planet Fitness Malvern###-###-####www.planetfitness.com

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

Hi [redacted],
Thank you for reaching out. I looked into your account, and it appears that you signed up online. We are unable to print receipts for online joins at the club. We can only offer receipts for the transactions that take place in-house.  However, you should have received a confirmation...

email shortly following your sign up to [redacted]@outlook.com.
Our billing of monthly membership dues takes place every month on the 17th.  New member sign ups that take place prior to the 17th of the month pay a prorate, in order to cover the stretch of days from their enrollment until the next billing date, in addition to the enrollment fee.
During the sign up process, you provided your account and routing number on the online form, which is where we pull the dues from automatically via electronic funds transfer, or EFT. The contract you digitally signed indicates permission for both the recurring monthly dues each 17th, as well as your annual fee of $29 + tax ($31.76) which is scheduled for June 1st. We are also unable to print receipts for these types of transactions at the club. If you had made a past-due payment on your account at the front desk we could have provided a receipt, but EFT transactions will automatically occur without separate notice or a receipt.
I did confirm that your account is up to date with no balance, as stated by the staff member you spoke with. The payment of $10.95 that was recently deducted from your checking account covers your usage from January 17th through February 16th. Your next charge of $10.95 is scheduled to take place on or around the 17th of February, depending on when your bank processes the charge we submit. I’m not sure what day you came into the club to inquire about fees for the month, but if it was after the 17th there would not have been any additional payments scheduled. Sometimes the transaction can take a couple of days to post to your account, but this depends on your bank’s turnaround time to process a pending transaction.
I hope I was able to provide you with some insight into what’s going on with your account and what you can expect moving forward. If you have any additional questions or concerns, please let me know.
Thank you,
Emily S[redacted]
General Manager
Planet Fitness Renton
(425) 255-5522
&
Chris O[redacted]
Planet Fitness (Renton/Marysville)
Owner/Operator
Cell
Email: [redacted]@planetfitness.com

Good Afternoon, My name is [redacted], and im the club manager of the Planet Fitness Columbus ([redacted].), OH club located at [redacted] I have attached a copy of [redacted]'s [redacted]'s signed membership agreement, # [redacted]. I have highlighted our...

cancellation policy which 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 notification by the 10th of the month delivered to the club in person or postmarked via certified mail to the club address listed above. In order to cancel your membership prior to the billing of the Annual Membership Fee, the club requires written notice as described above on or before the 25th of the previous month. The Annual Membership Fee is fully earned when received and is non-refundable." Also it states that we bill $19.99+ tax monthly on the 17th of each month. As well as an annual fee that is billed once a year for $39+ tax which she would be billed for on 6/1/2017. The only other kind of fee there would be is a $10 service fee that is applied for each month your Monthly Membership Fee or Annual Membership Fee is returned uncollectable, which it states in the agreement as well. We have gone ahead and cancelled her membership. Mrs. [redacted] agreed to all the terms, conditions, and policies stated in the agreement by signing the agreement. If you have any further questions please feel free to call me. Thank you,  [redacted]###-###-####