Planet Fitness

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]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Horrible business practices as I was a member for LESS than 6 weeks. BEWARE OF THIS FRANCHISE. NOT REPUTABLE AT ALL. CHEAPER CLEARLY DOES NOT MEAN BETTER. I would rather  pay" REGULAR" GYM PRICES AND get the customer service that is clearly lacking FROM Planet Fitness Essex Jct. Keep my money, you may need it the way you run your business. 
Regards,
[redacted]

Good Morning [redacted],
 
Cardholder, [redacted], signed up in person for a membership with Planet Fitness on 1/17/11. He signed up for a Black Card Membership, which is $19.99...

per month (plus tax) with a 12 month minimum term and will continue month to month once the membership exceeds 12 months.  The cardholder agreed in person and according to the agreement, has authorized the club to bill his account or credit card for his monthly dues. His account will be billed on or around the 17th of each month for the amount of $19.99 (plus tax).  Also stated on the membership agreement, “In order to cancel the membership billing for day 17 of the month the club requires notification in writing by day 10 of the month by certified mail.”    We also accept in person cancellation on or before the 10th.  To date, we have not received any form of cancellation for Mr. [redacted]’s membership with Planet Fitness.  Therefore, will be continued billing of his membership until he cancels in accordance to our policies. If he can provide the carbon copy of his cancellation that was filled out at our location, then we will cease all calls, waive his past due balance and cancel his membership.  Feel free to contact me with any further questions. Thanks and have a great weekend!
 
Regards,
 
[redacted]

Good Morning       We have attempted to get a hold of our member via the phone (3 times) and an email and we are unable to connect with them.  At this time we will be canceling the membership. thank you

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

[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]

Thank you  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]

Revdex.com:
I have reviewed the 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.
I am not satisfied with this resolution.  I did what was asked of me to cancel "in person" and now they have no record of this.  They did not provide me with a receipt for cancellation.  see attachment of explanation. 
Regards,
[redacted]

Revdex.com:
I have reviewed the 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.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
[redacted]

Ms. [redacted] signed up online 3/6/16 at her home establishment (see documents attached).  Ms. [redacted] was charged the 1.00 enrollment fee at that time (see attached). All members per the agreement are responsible for their personal billing information. Our responsibility to inform the members of...

duplicate accounts and past due balance. When Ms [redacted] came in to the facility 2/2/17 we informed her that she already had another account and the past due balance was 268.00. Ms. [redacted] she stated that this was all fraud and was not going to pay the balance from the terms and conditions she agreed too in the first membership. Ms. [redacted] became hostile and cursing, bad mouthing the employees, the company loudly at the front desk, disturbing other members. Ms [redacted] was asked to leave the facility and she refused, then we called the police. When the police arrived, Ms. [redacted] left the facility. At this point in time Ms. [redacted] would need to pay the 268.00 that is outstanding and then we would be happy to reinstate her membership.  I have tried to upload all the documents but I keep getting a 404 error? I am happy to provide up in a separate email? Please let me know how to proceed.