Planet Fitness

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]

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]

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

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.

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]

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]

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

[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]

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.

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]

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

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

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,

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

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]

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.

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.

[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]

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]

I am rejecting this response because: I been sold a black and agree to $ 10 dollar on monthly not a white card, I have try to explain to the employee but they don't want to listen to and show me any respect the only respond I get I was we charge white card and if you don't want to white I can cancel your acount with us. It was really disrespectful.