Planet Fitness

Re: Revdex.com complaint ID [redacted]
 
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To Whom It May Concern:
 
After a couple days of phone tag, [redacted] Planet Fitness manager, [redacted], was able to connect with [redacted] on September 9th and explain to her that because she cancelled her membership on 5/30/14 that she would be responsible for paying the June monthly fee as well as the June annual fee. She seemed to understand why she was responsible and he explained to her our 30-day cancellation policy and how that applied to her situation. [redacted] collected the balance over the phone and as a courtesy to [redacted], [redacted] waived the two service fees that came along with her declined annual fee as well as her declined monthly fee. After receiving the Revdex.com complaint on 9/16 [redacted] attempted multiple times to reach out to [redacted] again to make sure all is settled but he was not able to connect with her as of 9/22/14.
 
Thank you.

[redacted]   [redacted]
* Yes, that is great, thank you. I do note that the note said my account was canceled, not mine and my wife's, Sharon Montesi,...

which is what I asked them to do and they refused.    I understand that it is their policy. That does not make it right or fair or reasonable. I never said it was not not their policy, I get that. My compliant is that their policy is unfair and is trying to intimidate people into not quitting a gym. Think about the someone with a bit of emotional instability being told that they only way they can stop paying for that gym is that they go down and in person say I quit and then put it in a letter that you then sign. That is ridiculous. The only purpose of that is to hope you do not do it and they get more money.    So my issues with them is not me saying that it is NOT their policy, it is their policy. I am saying the policy is unfair and ought to be illegal.   So as long as they closed out my and my wife's account, we are all set. Thanks.   *
[redacted]

Hi [redacted] It was nice speaking with you today. Per both members contract that they signed, our monthly fees continue after the year agreement is fulfilled until they either come into our club to sign a cancellation form or send a certified letter stating they wish to cancel their membership....

With that being said, I cancelled [redacted] membership as of today as a courtesy. I also waived the fees for XXXXX XXXX, but she will have to stop back into the club to rewrite her membership and cancel due to the fact that we cannot cancel a membership that is not in good standing. I have waived those fees though, so she will need to stop into our facility with her billing information so I can rewrite the membership, then  we can cancel it for her. There will be no refunds issued to either member due to the fact that they signed an agreement stating that they would continue to pay dues pending a cancellation in club or per certified letter. I feel that we have done the right thing by helping out both members in this cancellation process to help put this behind both of us. Please let me know if you have any other questions. Thank you, Justin H[redacted]General Manager | Penn Hills               [redacted]  [redacted]  [redacted]

I have reviewed the complaint from Ms[redacted] regarding her gym membership with Planet Fitness.Our records indicate that Ms[redacted] purchased her membership on February 11th, 2015. On this day she paid a $1 enrollment fee and a pro-rated amount of $3.94 totaling $4.94. As noted in the membership...

agreement that Ms[redacted] signed on the date of purchase her first payment date was set to process on February 17th, 2015 totaling $19.99.Ms. [redacted]'s membership was then cancelled on February 22nd, 2015. We show Ms[redacted] was not charged anything that she shouldn't have been. When clients purchased memberships after the 10th of the month you are agreeing to be responsible for the payment on the 7th of the month since it is past the deadline to cancel. If Ms. [redacted]'s account was charged on the February 14th, 2015 for something other than what was suppose to be charged, a bank statement would need to be provided reflecting an additional charge from Planet Fitness.It is our hope that this information is helpful to Ms. [redacted]. Loyal customers are the key to any company's success so it is my hope that Ms[redacted] will continue to utilize our services. I have appropriately notes Ms. [redacted]'s concerns and have forwarded them to the proper management team to ensure they are addressed.

Thank you for informing us about this member. We apologize for any confusion from the members agreement, however when [redacted] came into the facility on the evening of May 24th she stated her husband’s account needed to be canceled. We started the cancelation process and was preparing the...

document when she asked if he would be able to continue working out. We informed her that unfortunately the cancelation would be effective immediately and he would not be able to continue working out. We informed her that to get the full month they would need to cancel by the 10th as stated in the agreement members sign when they join Planet Fitness. [redacted] then stated that we would not cancel the membership until she spoke with her husband and then she walked out of the facility. When [redacted] came in and it still showed as canceled it was because the system hadn’t updated the correction from [redacted] and the manager from the night before. The manager on duty had informed him he was still active and could work out and to cancel by the 10th per the agreement.  When [redacted] called on June 20th and not on June 10th as notified. [redacted] wanted to know why she was charged and not canceled? We did not hear from [redacted] or her husband by the 10th as we informed them and did not receive any further instructions about their accounts.  We did inform her that  would cancel him right away and there would be no future charges to the account. [redacted] became irritated and started using profanity towards the manager.  After repeated attempts to keep the call professional we were forced to terminate the call due because we do not condone nor tolerate verbal harassment. Both Mr. and [redacted] memberships have been canceled and no more payments will be processed. We are saddened to hear of this members displeasure as we were only following the instructions given by the member.

I am one of the Regional Managers for Planet Fitness in the Greater Philadelphia Area, just wanted to take a few minutes of your time to respond to the complaint lodged against out Montgomeryville, PA location,When the complaint was received, we began a formal investigation into the matter, The...

member who logged the complaint did join our location in Montgomeryville, PA on February 10, 2017. This member did purchase our 24-hour day pass for $20 prior to becoming a member, The $20 payment from the day pass can be applied up to 30-days from purchase date toward any new membership fees.When this member chose to join our club, they were ther charged $5 down for their sign-up fee and $2.30 for a monthly prorate. The monthly prorate covered this members' club usage for the first 6 days of membership prior to the start of the new billing cycle on February 17, We bill all members regardless of join date on the 17 of the month. The monthly prorate again just covers the usage of the club prior to the start of the next billing cycle,The $39 fee mentioned in the complaint is the annual membership fee charged to all club members, This is a once a year charge is a rate guarantee fee that locks the members in at the monthly rate they received upon joining. The annual rate guarantee fee is clearly labeled on the membership agreement. This member has initial and signed that all cancellation and billing policies have been read and understood.Finally, on February 20, 2017, this member spoke to the club's General Manager, The General Manager made sure that this member's $20-day pass credit was honored, That $20-day pass fee was applied to this members' first two $10.00 monthly payments due on March 17, 2017 and April 17, 2017. However, per the membership agreement, this member will still be charged the $39 annual rate guarantee fee on April 1, 2017 to cover them for the upcoming year.Based on the investigation into this claim, this member has been given everything that they have been promised. We find no wrongdoing at the club,Thank you for your time!Planet Fitness Montgomeryville, PA

We have reviewed Ms. [redacted]'s response regarding her issue at her local Planet Fitness location. Planet Fitness keeps all cancellation papers and upon reviewing Planet Fitness does not have a cancellation form from Ms. [redacted]. If Ms. [redacted] is able to produce a copy of her cancellation confirmation we would be happy to review further options regarding Ms. [redacted]'s account.

[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]. I did see that they finally did freeze my account for this month and July. The fact of the matter is that this was supposed to happen FOUR months ago back in March, due to an error on their part, and failed to do so. Then after a second complaint of mine in May, they repeated the statement and failed to do so a second time. So not only was I unexpectedly charged for 3 months of "regular" membership fees after being continuously promised not to be, I was grateful enough to upgrade my account with your company after initially thinking they were performing great customer service. I feel that this whole matter could have been easily avoided had the staff done their job correctly and kept their promises after my continuously explaining their recurring errors to them for four months without getting upset and complaining. Only after 4 months, did I become upset because they still had not taken action and when I did, the manager was not only extremely rude, but she refused to acknowledge and assist me, or provide a contact to assist me, about their lengthy error. I understand this business is a franchise, but I also tried calling a company customer service number found online and was also refused assistance from them. I feel like I was lied to and scammed into thinking the franchise was customer service oriented, a truly rare occurrence these days, but sadly I was completely wrong. I feel it was more than enough time and opportunities on my part, for them to fix their errors. I accept the membership cancellation offer as long as no future charges are placed on my account for example membership cancellation fees, or further non-compliance leading to more monthly membership charges. I request that my account information be immediately and safely deleted from the Planet Fitness system to avoid further conflict. I also advise that the franchise owners/higher management, review the competency and attitude of the manager of this club. This matter should have been taken care of a long time ago without the need of a public official Revdex.com complaint. I will also be expecting the annual fee refund to be promptly credited back to my account as said. I have not received any "voice mails" from the regional manager, the phone number on file is an older one. My new contact information is [redacted]. I don't see why the company can pull money out of my bank account, but cannot provide a refund without speaking to me. I am absolutely tired of "speaking" to staff about this error, so I hope that this time everything that has been said will be done.
Regards,
[redacted]

To whom it may concern:   I am not sure where to email but in regards to my complaint against planet fitness on empire Blvd Webster new York, they have been more. than accomedating and solved The issue quickly and professionally. I am completely satisfied with the results and they took the...

time to explain in detail the parts of the contract that the irondequiot location employees neglected to mention. The complaint # is [redacted] thank you for your time                         [redacted]

Please see below for the members original survey. Below the survey is the response to the survey per the regional manager of the location. Attached is the agreement signed by Brian Lawler. His signature shows the understanding of the date the annual fee would be charged, 1/1/18 for $39. Also...

attached is the cancellation form with the cancel date. Per the signed membership agreement, the member is not due a refund. Thank you,-----Original Message-----From: "[redacted]>Sent: Wednesday, January 17, 2018 10:16amTo: [redacted]>Subject: Milwaukee (East Capitol), WI - Member Services Transfer to Group [ ref:_00Dj01o97s._5000aaXmdc:ref ]Hello!The following Member Services case is being transferred to you:Case DetailsClub Name: Milwaukee (East Capitol), WIClub #: 0976Group #: G0026Case #:01341305Date/Time Opened:1/14/2018Member InformationMember Name:Cathy LawlerMember Email:[email protected] #:Member Phone:6024006030Case DescriptionSubject: CathyLawler-Refund inquiryCase Origin:MS WebformDescription: I am power of attorney for Brian Lawler. He was told by employee [redacted] when he joined at East Town in Madison, Will that he would not be charged a yearly fee. Since then we have been charged twice within the first month and billed for the yearly membership after writing a letter on December 25th quitting. [redacted] lied to him and we have been frauded.Escalated Description:Please contactKelli Perrymanwith any questions.Thank you,Kelli [email protected](603) 319-6707ref:_00Dj01o97s._5000aaXmdc:ref[redacted]Jan 18 (5 days ago)tolove13,[redacted], I received the survey that was submitted concerning Brian's membership.  I would like to apologize for any miscommunication that may have occurred when signing up for the membership.  When Brian first signed up he paid the start up and the first month prorate that took him from November 4th until his first bill date which was the 17th of November.  The prorate allows access to the gym for those 13 days.  The annual membership fee is billed to all members on the 1st day of the 2nd month after they sign up.  Since he signed up in November that is why it was billed on January 1st.  I have also attached a copy of the agreement that was signed by Brian. If you have any other questions please let me know.  Thank You

January 13, 2017Dear Sir/Madam:My name is Dominique S[redacted] and I am the Regional Manager for the Planet Fitness Drexel Hill location, The follow up complaint we received was in regards to a billing complaint on [redacted]'s membership, in regards to the membership being transferred, all information on the membership transfers to the new club. The billing was never updated until December 2016 when it was updated via account updater from her bank, When she financial cosigned for him she gave permission for her card to be billed and since the membership was rever cancelled the billing remained on the account. Again the membership at Broomall was never cancelled, it was only transferred over to the Drexel Hill location, keeping all the same information. The charge on her account from the Ardmore store was for December 17 dues, All member charges for a period showed on member's bank statement with Ardmore, this is something we are taking up with our billing company.If you require any additional information, please give us a call at ###-###-####, Thank you!Sincerely,Dominique S Philadelphia Regional Manager

We apologize for any frustration caused to you. I went ahead and took a look at your account. I am seeing that you signed up with us on November 6, 2014. At that time your scheduled annual maintenance fee on the agreement stated February 1st. According to my records this is the first and only...

annual maintenance fee you have paid. If you have any further documentation to show me where you were billed double I would gladly refund any overbilling on our part. As of right now all the billing is showing that it was done accurately and exactly the way it was stated on the agreement when you joined.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Complaint: [redacted]I am rejecting this response because: As you have shown YOU are very aware as to what the contract says. I suggest you flow this knowledge down to ALL employees. I was told I could cancel at no charge if I moved somewhere where there was no planet fitness which ended up being a lie and when I did call in February to cancel I was told that the $58 cancellation fee would be deducted and my account would be closed which turned out to be a lie. 3 months worth of unused fees later and I was finally told about the cancellation letter which I did immediately. You come off with an attitude of you don't give a damn what your employees are saying to potential customers.  So I guess it's ok to say one thing and do another, awesome business practices.

We will be mailing her a check for $24 today to [redacted]

[redacted] signed up with Planet Fitness on January 22nd 2014. The membership he signed up for was a minimum term of 12 months and than if he wanted to cancel it after the 12 months he would have to do it as in the terms of his agreement which state in person or via certified mail. The first time...

[redacted] came in his 12 month minimum term was not complete so the system would not be able to cancel him without charging a buy out fee of $58.00. Since [redacted] moved out of the area he could of canceled by via certified mail which was told to him by the general manager of the store, James. He signed off on all of the terms when he initially signed up as well as received a copy of his contract, the club informed him of the cancelation policy when he called about stopping his membership after he moved. If he sent in a certified letter after his 12 month term the club would of been happy to cancel his membership. Failure to follow the terms of the contract results in this membership still being active. Thank You, Nicole D[redacted], Regional Manager

Nate called to respond and stated this complaint has been resolved to the customer's satisfaction as of 9/27/2017.

Hello,  Attached is a copy of Mr. [redacted]’s membership agreement with Planet Fitness.  It is important to highlight the terms of the cancellation procedure outlined in the agreement. It specifically states the following: -          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 previous month. The Annual Membership Fee is fully earned when received and is non-refundable. -          If your monthly membership has minimum term, and you wish to cancel your membership early for reason other than those listed in section 7 of this agreement, a 58$ buyout fee is required with your cancellation.  The South Burlington Planet Fitness has not received Mr. [redacted]’s certified letter. Mr. [redacted] was instructed to specifically send a certified letter and upon receipt, we would return all billing after the date posted on the letter. Mr. [redacted] recently visited the South Burlington club, however he did not bring the postdated certified letter. Mr. [redacted] insisted that to the staff member that Planet Fitness owed him a refund for unauthorized charges, however he did not provide the certified letter proving his attempts to cancel. The staff member provided Mr. [redacted] with the manager’s contact information and asked that he come back during a time that she would be available. This is standard operating procedure, as only general managers are permitted to refund monthly dues. Mr. [redacted] has been refunded his October monthly fees, however any other refunds will only be issued after verifying his postdated certified letter. Also, Mr. [redacted] would have been responsible for paying a 58$ buyout fee if he wanted to cancel prior to 7/19/2018. This would explain his attempts in contacting multiple departments within the Planet Fitness umbrella over an extended period, while directly refusing to follow the cancellation procedure outlined for him by said Planet Fitness departments. ...

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]This is the same mantra I keep receiving without any other means to a resolution. I've attempted to resolve this issue in person, on their website, and over the phone with no progress. Each instance referring me to one of the others every time.After my first billing cycle, I would only be given two weeks time to pay for a yearly service. My window to cancel the following month would be until the 10th of October and this hit against my bank twice with reoccurring charges as I was told I couldn't cancel because I was already billed before my next billing. This just isn't acceptable and no one is actually able to help me.I wish for all charges against myself from Planet Fitness to be absolved and for my account to be canceled. This acknowledgement needs to be in writing as I assume Planet Fitness is attempting to bill be for a following cycle again today. Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] I already new this would happen and they would not care about there customer or customers after talking with friends that have also been with Planet Fitness. I have no choice but to accept the fact yes I did sign the contract and won't deny that. However I can see this is a very corrupt business and will let me military brothers and sisters know about the lack of customer service and lack of training they provide to there employees. I will also put this on Craigslist, Facebook, Google, Yelp and report to Attorney General. Yes there argument will be I signed it and was verbal, however it will show the public how much they care about there customer service. I will come in person today and cancel the membership at Planet Fitness. Also the fact I didn't even get a call from a manager about the Revdex.com complaint shows you how the company is. I can't wait to cancel the membership, it will be a celebration.