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]

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]

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]

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]

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.

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.

[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]

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

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

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]

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 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]

[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.

We do not change our stance on this matter.Attached are copies of the front and back of agreement[redacted] Demura signed our agreement on September 24, 2014 agreeing to our terms and conditions. When [redacted] originally called, we did not cancel because, per agreement, a member can cancel in person or by mail, preferably certified. On September 28, 2015, Mr. Demura was cancelled over the phone by a manger as an exception to help accommodate, in which we did not have to do and could have kept the membership active.As stated on front of agreement to cancel the membershipTo 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 club address listed above. Stated on back of agreement in the last sentence of Section 7. Facilities & Services:If your home club is permanently closed, moved, or sold, Planet Fitness reserves the right to assign and transfer your membership to another club within 8 miles of your home club in accordance with the buyer's rights under state law.Section 8. Dues, Fees, Charges, & Taxes Section APayment Authorization: You have full control over the payment authorization and can stop it anytime by notifying Planet Fitness as set forth on the front page of this agreement or by notifying your bank, or credit card company to stop. 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 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.Section 9 Section A part 2 Cancellation Rights (Buyer's Rights)Planet Fitness will refund you the pro rata cost of any unused services, within 15 days after requested therefore, if Planet Fitness relocates your home club more than 8 miles from its present location, or the services by Planet Fitness are  materially impaired.

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.

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.

I was told about the initial charge of $39 for the first year as my membership was purchased 3 months prior. I was not given any notice that they were renewing my membership for another year, I went in shortly after noticing the charge having not been to this gym in months and was told that they "do not do refunds" and that I should have cancelled if I didn't want to be charged.. well I was cancelling and have no intentions of ever going back, it is bad practice to automatically assume someone wants to enter into another contact with a business. Had this not happened I may have come back when I had the spare cash, but now I will not, I have taken my money to a much better business who does not treat their customers so poorly.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].  
 
Regards,
[redacted]

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]

Good Afternoon,  Attached is the agreement we have on file for [redacted]'s account. Unfortunately, per the membership, she was locked in to a 12 month agreement with us, and cancelling early comes with a $58 fee to buyout of the contract early. The membership does not bill based on...

usage of the club, but it bills rather on a monthly basis, until you cancel by coming into the facility to fill out a form with us, or you send us something via certified mail. We Would have no issue cancelling the account today, to avoid any further billing past September 17th, 2016, however at this time we will not be able to assess a refund to the account. We cannot refund the account, due to the fact we were never given written record of a cancellation letter, or form filled out within the club, which are the only ways we accept cancellations. The membership packages continue to bill, until these cancellation requirements are met, and again does not bill based on usage of the facility unfortunately. Also attached is the cancellation form we filled out for the membership to stop the billing process, which is not per our original agreement policies on cancellations, however we will make an exception in this case to avoid further charges. If anything further is needed, please feel free to reach out to us.  Thank you,  Victoria LloydClub Manager5415 Roberts RdHilliard, Ohio 43026Phone: 614-771-8900Fax: 614-771-8901

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]. . The majority of PF response is false. First, there is no need to insult anyone about their parenting. My child is a high honors student who didn't "steal" from me. That was not the discussion that we had with PF. When I called in February and spoke with [redacted] she told me that the GM happened to be in that day and would explain everything to them and get back to me. When she got back to me, she told me she would refund the $19 payment for February, cancel the membership and I wouldn't see any payment in March. I was fine with this because [redacted] was in fact using the membership. I made sure I asked several times if [redacted] had to go there and was told no she didn't  and the membership was cancelled. Everything was great! The service I received was fantastic. It wasn't until March came when I was charged $19 again that I became angry. I also didn't yell/swear at anyone until [redacted] called me a liar and what happened in February never took place. Who wouldn't be angry? What kind of business calls their customers liars? [redacted] was extremely rude and took back everything she promised in February. Company policy is the customer has to go into the store. If that's the case and I'm a liar, how did you manage to cancel it now like you claim? You cancelled it because my daughter went I to the store and spoke with your staff requesting to cancel. She was also told by staff that it said in big letters not to give us any type of refund that was promised. PF also hasn't responded to my complaint about operating illegally . She was underage and signed up for the Black Card or whatever it's called . I nor her father signed for this. PF has no legal contract which has been reported to the State of RI. 
Regards,
[redacted]