Planet Fitness

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.

I am rejecting this response because: I no longer have a checking acct and when I tried to show mngmt I was charged for a 2nd time they wouldn't look at couldn't give me a straight answer as to how or why I was just trying to finish out my 12 month agreement and paid them with cash and tried to pay again they accepted my payment but wouldn't let me work out

Ms. [redacted] account has been canceled for several months.  I am unsure why this case was re-opened as we met her original desired settlement.  There is no balance on the account, and the account is not active.  I hope that this resolves the situation.
 
Have a great day,
 
[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.
Regards,
[redacted]

March 10, 2017To whom it may concern,This letter is in response to complaint ID # [redacted]. Member 1 refers to the customer who wrote the complaint, and Member 2 refers to the customer's girlfriend (each has his/her own membership with Planet Fitness). It is important to note several...

discrepancies. The "Purchase Date" of 6/3/2015, the "Problem Occurred" date of 7/1/2015, and the "Talked to Company" date of 2/1/2016 are inaccurate, as our facility did not open its doors for use until 3/16/2016.As of today, Member 1 has an overdue balance of $239.35 and Member 2 has an overdue balance of $239.35. Member 1 and Member 2 personally established their memberships online at Planet Fitness.com on 3/14/2016 and signed their membership agreements to confirm that they read the contract in its entirety and agreed to all of its terms. As detailed in the agreement, their signatures authorize Planet Fitness to bill the monthly membership fee of $19.99plus applicable taxes on or around the 17" of each month, the annual fee of $39 on or around June 1" and a $10 service fee for each uncollected payment "until you cancel in accordance with the terms of this agreement," and will continue to be billed on a month-to-month basis "until you cancel in accordance with the terms of this agreement." Any draft attempts for collection of the monthly and annual fees from the primary payment accounts on file have been unsuccessful due to insufficient funds, which explains why the overdue balance has grown to this amount.Member 1 is claiming that the memberships were "supposed to be cancelled," however, neither of the memberships were canceled "in accordance with the terms of this agreement." There are two ways to cancel a membership, either in person at the club or by sending written notification via certified mail to the club address. All overdue club account balances must be paid in their entirety to cancel a membership. Because the overdue club account balances are left unpaid, the memberships are unable to be canceled, and the memberships continue to be billed until cancellation "in accordance with the terms of this agreement" is able to be met.Member 1 is claiming that he "shouldn't have to pay for something that I didn't use after the first month." As stated in Section 3 of the membership agreement, "your membership permits you to use Planet Fitness' premises, facilities, equipment and services and your dues are in exchange for Such access whether you use the facilities or not." Regardless of use, the members are still responsible for the monthly, annual, and service fees associated with their memberships "until all of my obligations are paid under this agreement."In summary, all overdue balances must be paid in order to cancel the memberships. Enclosed you will find a copy of both membership agreements with specific quotations highlighted for further reference. Please feel free to contact us with any questions or concerns.Sincerely,Holly H. Planet Fitness Nazareth Management

Complaint: [redacted]
I am rejecting this response because: 1. Our employees are not trained in any way as  to whether or not members are allowed to join more than one facility under the Healthways program. :I spoke with your gym manager regarding the conversion of my basic account to a healthways account. I had already done this process wioth anytime fitness and defined fitness per the suggestion of healthways corporate. It was painless and simple with both institutions. Your GYM MANAGER at santa fe is who you are claiming is not trained in any way regarding the healthways program. This is not my responsibility, I am simply the customer and if you have failed to train your gym managers in handling a healthways conversion than obviously I was not fully informed of any financial repercussions (such as charging an additiona $30 cancellation fee) that this may have. Furthermore your corporate office agreed that converting to healthways would be something that you should be able to accomodate. Healthways corporate said they'd never heard of an issue in doing just this. Ignorance of how to handle this situation, particularly by the gym manager, is NOT AN ADEQUATE EXCUSE.There was never an attempt to upsell the customer, instead she was offered 4 free months of black card usage in lieu of a refund.This service does not constitute a refund nor could it possible be "in lieu" of a refund. My total remaining balance on the account at time of closure by your untrained gym manager consituted roughly $30, the other $30 was levied as part of a location change and closure, this was simple extortion as the additional charge was not adequately communicated and would never have been charged had my contract been simple allowed to finish out. THIS IS EXTORTION. My existing healthways account, the reason for my initially seeking this change to my account, already offers unlimited free usage of your gyms thus making the black card offer nothing more than a way to double charge me for more services, not to mention another financial obligation which you have convenitently omitted here. This is not only a disrespectful gesture but a predatory one. Is financially preying on it's customers part of planet fitness standards and procedures or am I simply a special case?Mrs. [redacted] was made aware by Marcy, the Assistant Regional Manager, that based on the documentation we had and the cancellation/downgrade prior to the fulfillment of the 12 month commitment, we would not be able to refund the buyout fee.This communication did occur, however, as stated above had the contract simply been allowed to complete there would never have been a "buyout" fee making this fee directly predatory. Furthermore this fee was serviced by an admittedly "untrained" gym manager thus calling into question the legal legitamacy of the transaction entirely. The remaining $30 (3 months of membership fees) is being serviced and then some by healthways as that is what I am using to work out at planet fitness calling into question why Ms. M[redacted] feels it necessary to doublecharge me for this time period in the first place. The PF corporate office did not communicate to Mr. [redacted] the cost of reimbursement per Healthways visit, as the program is run through the franchisee and not the corporation and the dollar amount is not at all accurate. No mistake was made on the part of Planet Fitness and no refund will be issued.PF corporate communicated, in a call which was recorded for records legally in the state of new mexico, that they saw no issue in refunding the extorted funds and understood the healthways program and conversion process. They further stated that they would email the acting regional manager, ms. m[redacted], and request that she get in touch to assess and likely refund the charges which were clearly made in error. I was told that the ultimate decision would have to come down to franchise level which lies with Ms. M[redacted]. Given the admission that her acting employee who conducted the account close wasn't trained in healthways I feel, as I believe a small claims court judge would, that it is indisputable that a mistake was made on the part of planet fitness in conducting this account closure. Whether Ms. M[redacted] plans on disputing this fact, which she has clearly stated here, or take care of her customer by refunding my $62 of extorted funds and cease her predatory financial tactics which she has attempted to present here as "an offer" remains to be seen. I feel it necessary to document that I have been forced to contact PF corporate for the 3rd time to ask that they do what they can to fix this clear case of misbilling and incompetant misrepresentation of account actions which I am a victim of. I sincerely hope they are able to motivate Ms. M[redacted] to do the right thing and return my funds saving me the trouble of seeking litigation as well as helping me understand why I shouldn't describe the predatory practices outlined herein in great detail to all my friends, family and professional contacts. 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]

Complaint: [redacted]
I am rejecting this response because: 1) Falsification of records, without a gym fob, I have not used the gym as indicated. Photographic evidence and my work schedule clearly show that I was not the female using this gym membership. FOB was returned with cancellation of membership.  I am extremely frustrated that someone whom failed to do their job and most likely gave my FOB after returning to someone else causes me charges.  However, I can see as indicated by the manager that they will stop at nothing to keep their charged fees.  Therefore, I am rejecting this statement, however know that PF will never repay me for their wrong doing, and should be posted on your website with complaint at their inaccurate book keeping and charges. 
Regards,
[redacted]

On 1/30/2017 the membership agreement was e-signed.  When a membership is signed online, the terms and conditions must be read and agreed upon in order to sign.  The membership is open-ended and can be cancelled at any time.  According to the membership agreement, to cancel your...

monthly membership and stop the billing of the Monthly Membership Fee on the 17th of the month, the club must receive written notification by the 10th of the month either in personal or via certified mail.  The membership was not renewed.

[redacted] signed up for a membership in April 2015 via our website. The membership she had signed up for carries a 12 month minimum term, to cancel prior to their term being up the member is required to pay a $58 buy out fee. Since [redacted] signed up in April every month has declined this has put...

her account at a balance of $168.93. While we do not require the letter be sent certified we do recommend it. If we would have recieved a letter we would have immediately contacted this member and made her aware of both her balance and buyout fee. While she is responsible for both fees on her account we will waive [redacted] full balance and buyout fee as a courtesy.

I do not recall ever getting a message that she would waive...

everything. I also asked her if she would be there on a certain day/time and she responded that she doesn't work that day/time.  Below is a copied version of our emails, she goes from waiving everything to management said half and not being available when I had the chance to go in.  I do have the emails still if they are needed. As you can see the dates are all there.Sorry to get back to you so late! been super busy. If theresanyway you could come into the club and we can figure this out that would behelpful rather than keep going back and fourth on here. We want to keep you asa member. Ill waive all the fees and we can update your billing so we are allon the same track.  ? On Thu, Jul 16, 2015 at 4:42 PM, [redacted]<[redacted].com> wrote:Give me some time to talk to my higher up. I will get backto you tomorrow! On Thursday, July 16, 2015, [redacted] M<[redacted]12584@[redacted].com> wrote:I believe that is the issue. The 85.  I don't feel that since I have beencharged.  39.99 plus 19.99 twice on mycredit card I should have to pay the $85. I was told I was not a member months ago and then my card was suddenlycharged all that money.   On Thu, Jul 16, 2015at 9:28 AM, [redacted] <[redacted].com> wrote:Good morning,  I was actually just informed by the Senior Manager that shespoke to your husband and for the balance we are willing to waive half of thefees and you would end up only paying $85. She also informed him that you aremore than welcome to use the facility and make payments on a weekly basis. Wewould love to continue to have you as a member. Thank you. ? On Thu, Jul 16, 2015 at 8:44 AM, [redacted]<[redacted].com> wrote:i will be here today til 5 but I have a meeting for 4 hoursfrom 11 to 3 and tomorrow from 9-5 On Wed, Jul 15, 2015 at 8:39 PM, [redacted] M<[redacted]12584@[redacted].com> wrote:Are u there after 5? Actually 5:30 by the time I get there On Jul 15, 2015 8:29PM, "[redacted]" <[redacted].com> wrote:Unfortunately I donot work weekends  Sent from my iPhone On Jul 15, 2015, at8:18 PM, [redacted] M <[redacted]12584@[redacted].com> wrote: Will you be available on Saturday or Sunday?  [redacted] On Wed, Jul 15, 2015 at 8:33 AM, [redacted]<[redacted].com> wrote:If you could come in in person I can waive everything, andupdate your billing if need be. Sorry for the inconvenience but because younever informally canceled and your credit card kept declining us I believe butim willing to fix this membership and make you an active member. If theresanyway you could come in sometime this week and see me that would be great sowe can figure this out! Thank you!
Regards,
[redacted]

Dan HPlanet Fitness ResponseID:[redacted]Towards late August we received a letter from [redacted] stating that she wished to have her membership cancelled. Club manager Mac called [redacted] and made her aware of the SI 00.15 balance that was associated with her account, Mac was willing to...

waive all applicable service fees that were associated with [redacted]'s account if she was willing to pay for her past monthly dues associated with her account. [redacted] would have beenresponsible for paying the monthly dues before we processed the cancellation. It is standard Planet Fitness procedure to collect on past due months before we allow customers to cancel out their accounts.Ms. [redacted] call was returned on 7/17/15; we were unable to leave a voice mail for her and then proceeded to call her back on 7/20 and 7/21. On 7/17/15 Regional Manager Dan H went ahead and waived [redacted]'s $100.15 balance and cancelled out her membership per [redacted]'s request. [redacted] will not receive any further charges to her account and in the future if [redacted] chooses to sign up with us in the future we would behappy to waive any applicable start-up fees or pro-rates associated with joining the club.

In regards to the complaint filed, Planet Fitness offers the following:On 12-31 the complaintant did sign his wife up for a prepaid 199 membership. On January 18th 2016 the complaintant came into the club and said his wife had Silver Sneakers and he asked if he could cancel the prepaid and get a...

Silver Sneakers membership. I personally checked with Silver Sneakers on what the written policy is in our contract. The policy states that the member must fulfill the term of their contract and then can sign up for Silver Sneakers. The administrator also said in an email to me that we can offer if we choose to allow the member to transfer the membership to another person or also allow the person to freeze the pre-paid and use it once the Silver Sneakers was no longer available. The administrator said these two options were solely at our discretion. All three of these options were offered to the complaintant and his wife along with also allowing the complaintant to add the remaining months onto his account and he refused. The complaintants wife then was erroneously allowed to convert the pre paid to a 10$ a month membership for the last two months.  This was corrected and the two 10$ charges electronically refunded to the account. It is possible the 20$ however has not yet hit the account as it takes 7-10 business days. After reading the complaintants allegation that his request was within 3 business days I went back to check all emails and paperwork on this matter as I am certain if the cancel was done within 3 days the refund would have been granted the same day as the request.  The paperwork from the request and emails are all dated 1-18-16. I am more than happy to have the complaintant stop at the gym and get a copy of the dated proposal along with the emails that went back and forth showing the first request was 1-18-16 , 19 days after the join. I also reviewed our cameras on the date the complaintant states he came in to request a refund and see no interaction at all with an employee including Nate. As stated above.  The email chain we can provide shows the first request was 1-18-16.  I am sure this is just an honest misunderstanding of the date.  Nate the manager also has an email we are willing to share from the Silver Sneakers administrator clarifying the policy and quoting the section that explains their policy.  Planet Fitness will be willing to do any of the 4 options listed above but does not refund a prepay unless  the cancel is done within 3 business days and in this case it was 14 business days not 3.