Planet Fitness

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]###-###-####

I have reviewed the information in Ms. [redacted] complaint. ...

Planet Fitness does not take any complaint lightly.  I have communicated with the staff at the Milwaukee-Downtown, WI location in order to better understand the situation. 
 
As Ms. [redacted] requested, her membership has been cancelled.  Her payment for the month of November will be refunded once it has been confirmed to have been processed.  She will receive a check in the mail at the address listed on the original complaint.  It may take up to two weeks following confirmation of the processed payment.
 
I hope that this resolves the situation and that Ms. [redacted] is satisfied.
 
 
Have a great day!
 
[redacted]
Planet Fitness

Initial Business Response /* (1000, 10, 2014/06/24) */
Contact Name and Title:[redacted]- RM
Contact Phone:[redacted]
Contact Email: [redacted]
I* spoke with the corporate office in NH and they stated;
"This is the member that I have been in contact with over the past...

two weeks.
She is being refunded by the Corporate Office. The refund has already been submitted, but unfortunately it can take between 1-3 weeks to be processed and sent out by our Accounting Department.
She was the member that transferred from Oak Lawn to Joliet online but the Visionary System did not cancel her."
Please let me know when you receive the refund and if you have any other issues, please reach out to me.
Initial Consumer Rebuttal /* (2000, 12, 2014/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have agreed to refunded my bank fees and membership charges, even though it should not take 1-3 weeks.

As stated in paragraph 8 of the Member Agreement signed by the member on December 2nd 2013 member has full control over payment authorization and can stop payments at anytime by notifying Planet Fitness or by notifying member's bank or credit card company to stop. Member is responsible for notifying the bank in a timely manner and member must notify Planet Fitness within 60 days of a claimed error. If member claims monthly dues were not stopped, the member is responsible for providing written proof of the claim or Planet Fitness will not reimburse any deductions. While we appreciate your time and patience in this matter, we are unable to refund any deductions.Thank you,Victoria L.

Good afternoon,Attached is Mr. [redacted] original agreement which states that the membership he signed up for has a 12 month minimum term. Also, per the agreement if a member is looking to cancel before the 12 month term is met, then a 58 dollar fee, plus applicable taxes must be paid  in order to...

buyout the term in the agreement. In order to cancel the membership, the member would have to go to the club in person or send written notification via certified mail. The buyout fee can be paid in the club by credit card, cash or check. If sending a letter please include a check for the amount of 62.35, to include tax. Unfortunately, we have to follow the signed agreement on file for the membership, and all the policies within the agreement.

From: Brad L[redacted] [mailto:[redacted]] Sent: Friday, January 06, 2017 1:33 PM To: [redacted] Subject: Re: Case # [redacted]   Hi [redacted], Mr. [redacted] has been canceled at the Graham club since April of 2016 and we have not billed him after that date. I am working...

with our corporate office to see if he possibly has another membership out of state and if so to get that canceled for him.  Brad L[redacted] Raleigh NC Operations Manager|Planet Fitness [redacted]. Raleigh NC 27615

Complaint: [redacted] I am rejecting this response because:  I did come to your facility in person in October.  And your staff did not explain any one of those things.  Therefore, had I been informed of all of the items mentioned, I would have been able to resolve accordingly.  Additionally, I have called numerous times to resolve and I have never received any of that information from your staff.  Lastly, when I asked to cancel in person, I should have been informed of all the steps mentioned.  That was not the case.   Therefore, in an effort to resolve this situation.  WE can negotiate a number that we can both agree upon.  I am sick and tired of fitness clubs abusing clients on the payment side of things when you are collecting pure profits when I have not stepped in your clubs in months.  Your organization is at fault for the staff's nonchalant attitude and not ensuring that the proper information was provided. Additionally, I will not speak with you directly. You may contact me only through this method or via email - [redacted]  with a number to resolve this situation as I am not prepared to let this go.  One more thing, I will review as I do not recall authorizing a charge on a 2nd card.    To recap - 1.  I am requesting you contact me with a revised final payment number in order to resolve                 2. Contact me via this method or email  - [redacted]                3.  I have no faith in your organization and will no longer speak with you directly.                  4.  We can resolve with a negotiated amount for the incompetence of your staff.                   5. DO NOT think about trying to restart my membership.  I am not interested in any future business with you.                   6. As mentioned previously, I wanted this membership canceled long ago so any attempts to restart or continue my membership would be considered fraud.                    7.  Lastly, I would like to received a detail account of what you claim I owe along with the negotiated number.  Regards,[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.
  Dear Revdex.com , Thank you for assisting with this matter. As you can see on my attached file they did in fact take a payment in November. Also I’d like to know what they mean by my actions towards the assistant manager ? I had asked for his supervisor to contact me. Which to this day she or he has not !   
Regards,
[redacted]

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

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The business is not addressing the issue what so ever. I cancelled my account via the phone. Then months later they tell me it isn't possible to do it that way. I will not accept responsibility of charges on my account because an employee at Planet fitness was not trained properly on how to cancel accounts. To my knowledge my account had been cancelled. Which is why I never checked into the gym since I knew I no longer held a membership. I put a stop payment when I realized they were drafting from my account after I had cancelled. When I decided to start a new membership, they informed me I had never cancelled and I had this outstanding balance. They told me nothing was their fault and that they had sent the bill to a collections agency. They offered no sort of apology for what they had done and ended up hanging up the phone on me. They have lied several times when I had called in the past and told me that because they have no notes on their computer system about my phone call that it didn't actually ever happen. Obviously when its a complaint the employees just decide not to document the phone call at all. They owe me the money that they illegally drafted from my account, and I expect the "bill" be wiped out of the collections agency immediately with no traces of that on my credit score. 
Regards,
[redacted]

We are very sorry to hear about your frustrations with canceling your Planet Fitness Account. We would like to address each of your concerns. First, regarding seeing multiple merchant names for your monthly bill. Planet Fitness recently underwent a software migration in February, where the merchant...

name transitioned from "PF," to "Planet Fitness." We do apologize if this caused confusion in viewing your charges.  Regarding canceling an account, we require that you either come into the club and sign a cancellation form, or send the club a certified letter. Either means is recorded under your account once received. We do have a notation on your account from February 11th, 2015, where the cancellation policy was explained over the phone. As the club had not received either form of cancellation, the account remained active until April 22nd, 2015, when you came into the club to cancel. The cancellation was in effect immediately, as a copy of the cancellation was handed to you. If needed, we can also email this copy to you again. To address your concern about the cancellation letter, there was no letter received at the club, nor on file in your account. We do request letters to be sent certified, that way, you as the member have confirmation that the club received a letter. In stating that you sent the letter over a year ago but the manager disregarded it for not being certified, the current manager in question was not at this location until October of 2014, so we must disregard the claim that he stated he "received the letter but disregarded it." Regarding a refund, our agreements state, "You have full control over the payment authorization and can stop it at anytime by notifying Planet Fitness as set forth on the front page of this agreement. You are responsible for notifying your bank of any error that appears on your bank or credit card statement in a timely manner. You must notify Planet Fitness within 60 days of the claimed error on your bank statement or credit card statement. If you claim your monthly dues were not stopped when you told Planet Fitness, you must have written proof or Planet Fitness will not reimburse you for any deductions which you claim should not have been deducted." ? As neither party has documentation of cancellation prior to April 22, 2015, we will not  be offering a refund at this time.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]