Planet Fitness

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.

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 see the kind gesture of waiving the $58 fee but this has been on going since January of 2015. I would also want to be refunded for those (3)months you charged me since it took a third party to escalate the situation this far. 
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

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]

To...

Whom It May Concern:
We received a letter from the Revdex.com for [redacted]. Mr. [redacted] has stated he has tried to cancel out his membership at the Hermitage Planet Fitness by sending a letter. We have not received a cancellation letter from this member. The membership agreement states, that in order to cancel a membership you must cancel at the location in person and/or by sending a certified letter. We have no record of Mr. [redacted] doing either. We would be happy to provide Mr. Fry with a copy of his membership agreement. At this time we have cancelled [redacted] at the Hermitage location. If you have any further questions feel free to contact me via email at [redacted] or by phone at the number listed below. Have a great day.
 
Thank you,
 
Danielle B[redacted]

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]

Thank you for informing us about this members experience. Our company has a strict policy that all memberships must be current in order to use the facility. This member is a remote member and would need to bring their account current with their home gym, (not [redacted]), before accessing the...

facilities. Our agreement clearly states that the members accounts must remain current in order to use the facilities. Ourstaff does not deserve to be cursed at or mistreated in anyway. We train our staff members to give clear and concise information on what the next step is so we can help everyone. Planet Fitness does not allow our gym take payments for another facility in the United States. We apologize that this members gym in [redacted] did not help them or gave false information. All this member needed to do was bring their account current and then they could proceed to use the facility.  Thank You

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.
As stated in my original response, I came to the club with a letter detailing my cancellation request. I gave the letter to an employee working at the front desk and I was told that the letter was sufficient to process the cancellation. I was not asked to fill out any forms, and based on my interaction with the employee I assumed the cancellation would be taken care of. When I contacted the club via telephone, at no point did I state that I had sent a certified letter requesting cancellation. I did not state that I would send a copy of my certified letter receipt, as I did not send a letter. This statement by the Planet Fitbess management is a lie. I made it very clear in all communication that I had submitted my cancellation request in person, and never asserted that there was a letter sent, nor did I admit it could be "lost in the mail". I would never state that I had mailed a letter of I did not in fact mail said letter. The version of events that the Planet Fitness management has furnished in their response is a false, and I do not appreciate their attempt to discredit my character to make it appear that I was changing my story regarding sending a certified letter. I did not send a cancellation request by regular mail, thus I would never had admitted that I could have been lost.  I hand delivered a cancellation request, and only after that request was not honored at the time of delivery in July 2016 did I follow up with a phone call and email, and then finally submitting a cancellation request via certified mail in March 2017. I still request that the membership dues from the originally cancellation date of July 31, 2017 to the present time be refunded, for a total of $80
Regards,
[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.   Per the membership agreement Termination of Membership and Monthly Billing: 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.   Thank you, Planet Fitness Arizona Management

[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]

We have reviewed the information in Mr. [redacted] complaint.  Planet Fitness does not take any complaint lightly. I have discussed with our marketing team here and these mailers are simply direct mail that we use in all surrounding areas that we have a location in. These mailers are sent to all...

non members in the area.Thank you for your time in reviewing this matter. If you have future questions on this or any other issues please feel free to email me at[redacted] Sincerely,[redacted]
Operations ManagerPlanet Fitness – Black Duck Partners

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I was told by planet fitness that they would cancel my membership if the required information was not provided. I did not provide the required information. Therefore, my membership is canceled. I am not playing bs games with your co
Regards,
[redacted]

I requested a copy and the copy the manager gave me was 100% illegible. He stated that it was from an old system. None of the terms were readable. What I've learned so far is the staff there is highly untrained and will do anything to keep more of your money and tell you what ever you want to hear...

to join. I also don't have a scanner to scan in a copy but a copy of their copy would literally look like a black smudge.They would be able to provide a terrible copy upon request to Revdex.com. that's what they did to me. However I'm sure an argument will ensue. Their staff is very aggressive.

Hello,   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...

explain 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.    Per the membership agreement: Termination of Membership and Monthly Billing: You agree not to cancel your membership during the term. After the completion of your term, you will continue as a member from month to month at the then current rates. After the initial term, you may cancel your membership on the following basis (Due to the Club’s monthly billing cycle, a minimum of thirty (30) days notice from your desired termination date is required. You must come to the club and sign a cancellation form or send a written certified letter to the club and surrender your membership card).   Sincerely, Planet Fitness Connecticut Management

Dear Revdex.com, I am writing in response to Mr. [redacted] complaint filed on Tuesday, October 13,2015. According to our documents he visited our facility on Monday, October 12, 2015, intending to cancel his membership with Planet Fitness Yakima. As stated within the terms of our membership...

agreement, the club required notice of any changes, including cancellation, to the account by the 10th of the month to stop payment of your monthly dues. In order to cancel the billing of the annual fee, billed on October 1st, the club required written notice and cancellation of your membership on or before the 25th of the previous month. Our agreement does state that term agreements shall not exceed 12 months, and with his term expired he was not charged the $58.00 "buy out" fee. Also stated within the agreement, his account would be billed for a minimum of 12 months, and would continue to be billed at the monthly rate until he cancelled in accordance with the agreement I hope this helps clear up any confusion there may have been regarding the terms to our agreement. We value all of our members here at Planet Fitness, so please feel free to contact me with any further questions or concerns you may have. Thank you,

I spoke with the company and they stated that the consumer came into the facility the first time and the employee offered the consumer a tour. The consumer got upset and left the facility. The second time the consumer came back in for a membership, a different employee offered a tour and the...

consumer got upset again and left the facility. The third time the consumer came in for a membership, the offered the consumer wanted was expired. The manager apologized but that offer was expired. The consumer got upset and angry and the manager had to tell the consumer to leave and not come because the employees were scared because of the previous times the consumer came in for membership. The consumer has been denied membership from the owner and the corporate office.

In response to the complaint iD # [redacted]I understand that [redacted] is unhappy and I would first like to apologize for the way she feels that she was spoken too. I did explain the policy to [redacted] on how to cancel her membership. She would have needed to go in person or send in a certified...

letter through the mail. When she stated that she took a letter into the club and the staff member said she would be canceled effective the next billing cycle, that is not true. When the member cancels they are canceled immediately. They can continue to use the gym depending on what day of the month they cancelon. The next step we would have had her do would be her sign the cancellation agreement and she would have received an email stating she was cancelled. I mentioned that I would gladly cancel her membership to save her the trip to the club but that I would not be able to honor a refund. I was not disrespectful or accusatory but I think because | would not honor the refund [redacted] got defensive and angry. I tried to help her understand but she continued to talk over me and so ended the call as we weren't speaking to each other in a positive manner.Please feel free to contact me directly. My contact information is [redacted] (pfchesapeake.com or ###-###-####Thank you,Beth S[redacted]Area ManagerPlanet Fitness Chesapeake, LLC.

I am the owner of the Planet Fitness located at [redacted] I just wanted to let you know we have spoken with the member and reimbursed her to resolve the issue. Best,[redacted]-- [redacted]
** [redacted]

Our records show the previous two memberships were with our Dublin, OH location before it closed. We have never received any payments for either account. I have attached both membership agreements as well as billing history for the two memberships.  Our records show one visa credit card payment on Feb. 21st, 2017. It actually shows that two payments were even waived in our system for her for a total of $53.10. I have reattached the document showing when the payment was taken and the waived fees. The $39 annual fee was not withdrawn from her account (proof reattached). Since the fee was not taken out, we will not be refunding it.

Complaint: [redacted]
Good afternoon,        Planet fitness on their response stated "Our records indicate that Mrs. [redacted] made a payment for $35 on June 2, 2017, one day after the annual fee was originally attempted to be drafted" this is wrong information. I have always said the payment I made on January 2nd was for exactly $41.85. I have the receipt that was emailed to me from Planet Fitness- Montgomery as well as my credit card statement which shows $41.85 was drafted form my account. I emailed Ben both of these documents. Did anybody at Planet Fitness actually take a look at the account?       Secondly Planet Fitness stated " The payment that Mrs. [redacted] made on June 2nd was applied to a club account with a past due balance instead of being applied to the annual fee she intended because at the time of the payment, our system did not show the bank rejected the draft.  Because the $35 payment Mrs. [redacted] paid on June 2nd was applied to a club account with a past due payment, the original fee was re-run." Again that is wrong for several reasons. First, there was no past due payment on my account, I have gone back and checked my monthly payments and they all successfully had come out for the prior months so at this time no past due payment was due. I can prove this and send bank statements, etc. I have no issue proving this. Secondly, the payment I made on June 2nd was for $41.85, NOT $35. This is also contradicting their own memberships fees because the monthly fees for the club for the membership my husband has is $21.55 so assuming Planet Fitness is right and I was behind on the payment, I would of paid $31.55 with the $10 late fee, not $35 and not $41.85 which is what I paid.        I would also like to address Planet Fitness' statement saying "Because our current GM was able to research Mr. [redacted]'s account with our 3rd party billing company and determine that the payment made was made on June 2nd and applied to a past due balance in the club account, we are willing to make an exception and work with Mrs. [redacted]'s request. " First of all I really appreciate that they are willing to work with me, I expect nothing less. However, your GM at no point said he determined the payment I made was applied to a past due amount, he said that I actually never made the payment of $41.85. This is the first time I'm hearing that it was "applied to a past due amount" which as I mentioned, I will gladly prove that that is not the case.  Your GM said that I never made that payment, that it was put "on hold" and never came out of my account. I did email him my receipt and bank statement where it proves that $41.85 did in fact come out of my account.       Lastly, I have requested several times that the regional manager for Planet Fitness contact me directly and I have yet to be contacted by anybody there. I appreciate Planet Fitness' willingness to work with me. I do expect that since I know I am not in the wrong and will gladly prove anything they need and provide them with any documentation to help solve this as soon as possible. No refund has been given to me yet, I have not been contacted, nothing. I would really appreciate it if the regional manager would contact me and please do me the courtesy of actually looking at my account and getting your numbers straight. Thanks,[redacted]