Planet Fitness

To whom this may concern,Mr. [redacted] was called on Monday, October 19, 2015 regarding his Planet Fitness membership. He was given the particulars required to cancel.During the conversation, it was apparent he called his Planet Fitness club in Rio Rancho, NM for direction. He stated the...

front desk staff was friendly and gave him the correct information on how to properly process his cancellation; however, his credit card company recommended a Revdex.com complaint be filed.We are so sorry for any and all inconvenience it caused Mr. [redacted]. In the same conversation, he verbalized he would go in to process his cancellation at our Rio Rancho location, but as of today he still is an active member.Miguel C[redacted]Regional ManagerECP-PF HOLDINGS GROUP6121 Lang Ave NE, Suite 216Albuquerque, NM 87110[redacted]

I have read and reviewed the information provided by Ms. [redacted].
Upon reviewing the account, Ms. [redacted] cancelled her membership with us as of December 19th 2015. Due to this we will be issuing Ms. [redacted] a refund for the months of November and December totaling $39.98.
It is our hope that this...

fully resolves Ms. [redacted] issue and she considers utilizing our services in the future.

Dear Sir/Madam:                                                                                ...

                                           The complaint we received was in regards to a cancellation that was never completed for one of our members, [redacted]. When the member would have cancelled his account he would have received an email confirmation with a copy of his cancellation form for his records. Our records indicate Mr. [redacted] has been notified of issues with his billing on his membership account from January 2017 – October 2017 via email, text message and phone call. Our records also show multiple unpaid monthly dues, resulting in an overdue balance of $210.35. At this point no refund will be processed as we do not have the form of his initial cancellation.  As a courtesy Mr. [redacted] membership will be cancelled, confirmation sent to his email. If you require any additional information, please give us a call at ([redacted]. Thank you! Sincerely,                                                                                                                                                                  [redacted]                                                                                                                Planet Fitness                                                                                                       Chicago Regional Manager

Complaint ID #: [redacted]   Dear Ms. [redacted], We make every effort to be transparent with our customers around our membership rates and cancellation policies.  Our employees make it a point to circle and/or highlight the methods of cancellation as written on 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.  We charge an Annual Membership Fee that is fully earned when received and is non-refundable. Per the membership agreement, members must either come in to their home club to cancel or send a certified letter to their home club so that both the business and the customer have a signed copy of the cancelation and there is no confusion in the process.   Sincerely, Planet Fitness Connecticut Management

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.

I am rejecting this response because: Actually I accept this response but my sisters account was set up with mine too [redacted] and you keep trying to take funds for that account too. but for future refference I called right after the accident and my surgery and I was not told I needed a doctors excuse my sister Kelly and I were together in the wreck I can send you a police report too. but I have never stepped foot in to your place of business.

I have received the complaint from Mr. [redacted] regarding his past experience with Planet Fitness.Planet Fitness apologizes for any confusion or miscommunication regarding Mr. [redacted]'s account. Our records indicate that Mr. [redacted] was issues a refund check in the amount of $19.99 and the checked cleared...

our account on February 2nd, 2015.Loyal customers are the key to any company's success so it is our hope that Mr. [redacted] will utilize our services in the future. We have appropriately noted Mr. [redacted]'s concerns and have forwarded them to the proper management team to ensure they are addressed.

Mr. [redacted] signed up on 1/09/2015 at the Hilliard, Ohio location. His invoices state that he was being billed 10.75/month which is our monthly membership and does not allow guests. On 3/4/15 the manager left a note on his account that he owed 21.50 and that start-up fees for new members could not be...

altered. Also was informed that if he wanted to bring guests that he would have to convert his membership to the upgraded membership or have his guest join. Member did transfer to the West Broad location where he visited late one night. He was informed that he could not have guests and he proceeded to use profanity and call our employees names. The staff has informed the member on several occasions that the membership he was paying for was only for him and not others.

Good morning, Per our records, we show that Nora J[redacted] does not have a cancellation document on file (which we require to be filled out on site, please see attached titled "Screenshot (1)") for her account. I also do not have a member check in for Nora in the year of 2016 (See attached for a...

snapshot of her membership check ins titled "N. Jacobson CI"). For requests of refunds of this size, I personally handle these and with no documentation and no notes on record, at this time I can not process any refunds. Nora is though, cancelled here at Planet Fitness Vancouver, WA.  Thanks. -Logan R[redacted]
[redacted] *FNW

I have reviewed the information in Mrs. [redacted] complaint.  Planet...

Fitness does not take any complaint lightly.  I have communicated with the staff at the Franklin, WI location in order to better understand the situation.  I have also reached out to Mrs. [redacted] at the number she provided and left a voicemail.
 
We at Planet Fitness value Mr. and Mrs. [redacted] as we do all of our members, and we understand that issues will billing can be frustrating or confusing.  We have already waived Mr. [redacted] entire balance of $179 as Mrs. [redacted] had requested.  
 
I hope that this resolves the situation and that Mr. and Mrs. [redacted] continue to enjoy their time at our Franklin, WI location.
 
Have a great day!
 
[redacted]
Planet Fitness

We have read and reviewed the complaint made my Mr. [redacted] regarding his membership with Planet Fitness. Upon reviewing Mr. [redacted]'s account, the membership that was active was cancelled effective 4/18/2016. This will ensure no further payments are processed for this membership.We hope this resolves...

Mr. [redacted]'s issue.

Dear Revdex.com, The customer that this is concerning asked if he could transfer his name onto his wife's membership.  Our policy does not allow memberships to be transferred between different individuals.  We offered that he would be able to cancel his wife's membership...

and start up his Black Card membership giving him all the added benefits such as bringing guests , massage chair, hydro massage bed, total body enhancement and tanning.

To whom this may concern,Planet Fitness has honored the promise of cancelling Mr. [redacted]’s past due balance of $400. The original $300 past due has been waived, plus the additional $100.Mr. [redacted] now has a $0 past due balance with our company.As per his request, we looked at his...

membership and honored what was assured to Mr. [redacted] by a former Regional Manager. We are so sorry for any inconvenience it may have caused him.If there are further questions, please let me know. Thank you.Miguel C[redacted]Regional ManagerECP-PF HOLDINGS GROUP4809 Lang Ave NEAlbuquerque, NM 87109[redacted]

As for the mailed complaint, below is a response from our General Manager at that location:   Ms. [redacted] called me on 11.15.17 to express that she had experienced fraud on her account and needed to stop the payment that was set to draft automatically on the 17th of each month. Ms. [redacted] joined...

our facility online were it was her responsibility to read through the contract that she signed, in that contract it clearly states that "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, preferably via certified mail, to the club address listed above. In order to change your billing information or cancel your membership, notice must be made in person (in writing) or through certified mail." As it was 2 days before the automatic draft date, Ms. [redacted]'s 11.17.17 payment was already pending to come out of her account, there was nothing that I could do to stop a payment that was already in the process of being drafted, which I explained to Ms. [redacted]. In Ms. [redacted]'s complaint she claims that her payments draft out on the 20th of the month, but I've included proof that her payments have always drafted on the 17th of the month, which is also outlined in the agreement that she signed when she joined online.   Below is a response from the Regional Manger for that location as well:   Unfortunately, it was too late to stop the payment Ms. [redacted] was requesting to stop.  Regional Management contacted Ms. [redacted] to inform her we would waive her balance of $20.05 that was returned along with the $10 Return Fee assessed per her agreement.  We also informed her we would freeze her membership for two months to give her a chance to get her finances in order.    See Attached

We have cancelled this member’s contract and have waived all fees. Happy New Year.

Complaint: [redacted]
I am rejecting this response because:
The business's account of the events is incorrect and inaccurate and contains lies!NUmber 1: the banking information was not entered incorrectly on line by me. The payment did not go through because it was my account ( the mother) and not the member's. So they charged the credit card, which was in member's name, instead.Number 2: The member( my son) only went once because he was told that until I , the mother, could go there, he could not get his key or use the facility.Number 3: The only day the member - my son - went there - he did bring the credit card used on line but he was told that was enough.Number 4: I spoke not only to Greg but also to a "Felix", who I was told to be the manager and either of them ever offered me to cancel the membership over the phone. They both continued to tell me that to cancel the membership I would still need to come in personally.Number 5: I explained to both Greg and Felix that besides my work schedule, I had my mother hospitalized and was not able to come in during their business hours. Greg or Felix did not sympathized at all with my predicament and informed me that until I could come in, I would continue to get charged monthly but my son could not use the facility without me coming in to confirm banking informatioNumber 6: The person that finally agreed to cancel the membership, after much insisting,  over the phone and refund me was Philip. NOT greg NOT Felix. Philip introduced himself  as the general manager.Number 7: Philip had agreed with me that when signing up for a membership on line it is NOT really made clear to the member that the Banking Account HAS to be in his name. It's only after the sign up is when you discover it. I would have not been in this position if the membership sig-up on line  process was clear about that.Number 8: For that reason on number 7 I feel tricked and should get a full refund of the membership AND the sign up fee of $5 dollars and 35 cents.NUmber 9: My problem with this business is not their policy but their failure to be clear about their policy  BEFORE we sign up on line.      
Regards,
[redacted]

Our manager has cancelled Mr. [redacted] membership and emailed him his cancellation form. We apologize for the delay on this cancellation.

The balance was cleared off of the account and the membership was archived. The member can rejoin at any Planet Fitness if she wants to without having to pay any portion of the previous balance.

The consumer is in RFC.  Return For Collection.  I cannot physically cancel this consumer until she pays the fees owed.  We received no cancellation form which can be filled out at our offices.  Nor did we receive a letter requesting cancellation.

Mrs. [redacted] was a Blast Fitness member that transferred to Planet Fitness when we acquired their membership base. Her membership transferred to Planet Fitness in March of 2017. She did start accruing a balance in April 2017. Her current balance as of today is $90.98. She has already been in...

contact with the regional manager for that area and the club staff. She was notified of our cancellation policy in April. Which does state all balances must be paid before a cancellation can occur. All cancellations do have to be in writing; either by certified mail or in person. Mrs. [redacted] did state that she called the club and was told in April to cancel in person. She then came into the club to cancel on May 18th, when she was made aware of her balance.Since Mrs. [redacted] has not utilized her membership and made a partial payment of $51.98. Planet Fitness will waive the remaining balance of $90.98 and cancel out her membership. Her membership will be cancelled in good standing. If she would like to rejoin in the future, we would be more that happy for her to do so. Please let me know if you have any further questions, comments, or concerns.Regards,[redacted]
Planet FitnessOperations Manager(217) 836-0092