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Planet Fitness Reviews (1410)

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. 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. ...
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,

Complaint: [redacted]
I am rejecting this response because:
[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 complaint shows you how the company is. I can't wait to cancel the membership, it will be a celebration.

Mrs. [redacted] claims she called the Montgomery location several times since June 2017 to inquire about a refund for an annual fee that was charged to her husbands' account on June 1, 2017.  Additionally, Mrs. [redacted] no longer wants to work with the current General Manager of the club on...

this issue because she is not satisfied with his customer service and follow through.    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.  The original draft was rejected by the bank for insufficient funds.  By her own admission, Mrs. [redacted] stated she forgot the annual fee was going to come out of her bank account for her husbands' membership on June 1, 2017 and she did not have enough money in the bank.  Mrs. [redacted] called the club and made a payment on June 2, 2017.  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.    The membership agreement states:  "A $10 service fee will be applied for each month your Monthly Membership Fee or Annual Membership Fee is returned uncollectable for reasons including, but not limited to, non-sufficient funds, expired credit cards, cancelled credit cards, overdrafts and closed accounts.    We recognize that Mrs. [redacted] was attempting to make a payment towards the annual fee 1 day after the automatic draft occurred, but we are not obligated to refund any dues or service fees that occur as a result of insufficient funds.  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.     As a result of our research, the desired outcome is accepted.  We are working with our 3rd party billing company to refund the $35 annual fee that was redrafted and the $10 service fee that was applied as a result of Mrs. [redacted]'s payment being applied to a different part of her husband's account.   Thank you,Planet Fitness New Mexico Management

B's response taken over the phone by Resolutions Consultant.  Response from Elizabeth  I spoke with [redacted] and let her know that I re-reimbursed her $20.05. We sent the request to Lake Oswego June 15, 2017

Hello, I am writing with a response to complaint # [redacted]This person joined our club on 8.21.2015The conditions of his agreement specifically state that if the member wants to cancel, they need to do it in the club with a signature or send us a letter with a signature certified mail and we...

are to have the cancellation no later than the 10th of the month to stop monthly billing on the 17th and if it is for an annual fee which is billed on October 1 for this person (which this was) it has to be in person or by certified mail no later than September 25. This member came in and cancelled on October 4th and filled out a refund request form. At this point, we have already billed him 3 days prior. Our agreements state that we have up to 30 days to consider a refund and return money to the member if approved. I am not sure why there is a complaint, this person was very nice and agreeable to me on the phone when he called to check on the status of the refund. At any rate, his annual fee money of $39 was considered and returned to him already. There was no way I could have gotten it back to him any sooner.

To Whom It May Concern:This is a response to complaint [redacted] concerning customer [redacted]. Mr. [redacted] states that he tried to cancel his membership over the phone. Per his signed membership agreement, it states there are only two ways to cancel a membership: coming into the...

location and filling out a cancellation form or sending a certified letter to the club. Also, per the membership agreement, we can do a medical freeze with proper documentation presented. When Mr. [redacted] called in, our Assistant Manager reiterated the policy to him, and froze his agreement for one month to give him time to come into the club or have a family member bring in the medical documentation. Mr. [redacted] was not satisfied with the options given, which again are stated in his signed agreement, and did not come into the club or send a letter like requested which is why he was billed for November. However, the November dues were never collected because they were returned by his bank. Finally, due to Mr. [redacted]'s actions towards our Assistant Manager over the phone, we have cancelled his membership at the club on 11/30/2017.If there is anything else you may need, please iet us know.Regards,Reid L[redacted] Director of Operations Planet Fitness

The complaint we received was in regard to our corporate advertising. We were advertising a sale for a $1 enrollment fee for a membership with a monthly rate of $10 and an annual rate of $29, We also honored the $1 down enrollment fee for our Black Card...

membership which as a monthly rate of $19.99 and an annual rate of $39.
Both of these memberships are month to month agreements meaning they are not locked in to any minimum term and can cancel at any time. We also offer a one year paid in full membership for a locked price of $199. This paid in full membership is a completely different membership than our monthly memberships. This paid in full is non-transferrable and non-refundable after 3 business days, During the sale, we were not offering a discount on our paid in full membership which is what the customer wanted, The $1 enrollment fee was only offered on our monthly memberships that allow members to cancel, transfer and even upgrade or downgrade their memberships. The paid in full membership does not offer these options.
If the customer did not want to put their billing information on file for the monthly membership, the only other option would be to purchase a paid in full membership at the set price of $199, Again, the sale that ran at the beginning of January was for the advertised $1 down and $10 per month billed monthly through a checking account, We did not run a sale for the paid in full memberships,

We have read and reviewed the complaint from [redacted] regarding his membership purchase with Planet Fitness.As noted in our policies, memberships are to be cancelled either in person or by direct letter to the gym location where the membership was...

purchased. This was also explained to [redacted] when he contacted one of our locations to discuss cancelling his membership due to moving out of the area. As of February 27th, 2017 Planet Fitness has made the decision to honor [redacted] request and cancel his membership. It is our hope that his resolves [redacted] issues.In addition, we have noted [redacted] concerns and ensured they are forwarded to the proper management team for review. It is also our hope that [redacted] will consider using our services again in the future.

Initial Business Response /* (1000, 5, 2015/10/29) */
Contact Name and Title: Ashley [redacted], GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]
We have proof on file that [redacted] has updated her account. We never withdrew money from an account that she did not authorize....

We refunded the money to her in the form of a check that was taken from her old account on file and she is responsible for paying her balance on her account before she will be able to cancel. The terms and conditions of our cancellation policies are stated in her agreement that she signed. It did not take us two weeks to respond to her. Thank you.
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.]
Regards,[redacted] I reviewed the response made by planet fit in reference to my complaint and have determined that this proposed action did not resolve my complaint.So many people have the same complaint .I will have   them email too.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

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Address: 1010 US Highway 41, Schererville, Indiana, United States, 46375-1304


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