Planet Fitness

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 Revdex.com 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]@comcast.net
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.
OFFER:

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.]
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 Revdex.com too.

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.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does...

satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

[redacted] has been canceled out of our system as of 5/30/14.  There will be no further attempts to bill her credit card or checking account; we do not have her information saved on file.  Planet Fitness has not affected her credit score.

Attn: Revdex.com ID #[redacted]
serif;">              This member’s Planet Fitness membership was cancelled at the 86th Street Indianapolis location as of 6/10/2014.  He has not been billed from this location since that time.  However, this does not mean that Mr. [redacted] does not have a membership at a Planet Fitness at another location.  In order to cancel his membership, he would need to contact his home club.  If Mr. [redacted] is unsure as to which Planet Fitness is his home club, then he can call into the 86th Street Indianapolis location and we would be happy to help him figure out which Planet Fitness club is his home club so that he can cancel any current membership.  Planet Fitness is franchise based, therefore we are unable to view memberships outside of franchise.   Previous membership agreement from 86th Street Indianapolis is attached.  Again, this membership was cancelled on 6/10/2014.   If the member has any questions, they can contact the 86th Street location at 317-731-5926.   Thank You, Planet Fitness 86th Street-Indianapolis

Thanks for contacting us. Unfortunately, the cutoff date to cancel your membership before your annual fee is charged was September 25th. Annual fees are not refundable.   I apologize for any inconvenience. If you still have questions or would like to speak with someone regarding your...

Planet Fitness membership agreement, please contact your home club manager.

[redacted], signed up for the 12 month commitment membership on 11/10/2015 (commitment anniversary date 11/10/2016). Her payments were not received for the month of April, May, and...

June 2016. We informed her about her delinquent account via email and phone calls but she never came back to sort the billing issues (email and phone records can be provided upon request). Then she decided to open up another 12 month commitment membership online on 7/8/16, instead of coming to the club and sorting out her old membership billing issues. On her first visit with the new membership, she was informed that she already have a 12 month commitment membership with us that has balance of $90.10. We informed her that she can only keep one membership (unless the first membership dues were paid and cancelled). We also offered her a refund for the enrollment fee for the second membership and we will cancel the membership without charging her $58 buy out fee (agreement requires $58 buy out fee if a member cancels within 12 month commitment period).
But she insisted that she will only keep the new membership and will not pay the balance on her first membership due to non-use. As per the agreement on file, either a member uses the gym or not they still get billed every month. If a member is unable to pay for the membership then it is still their responsibility to cancel the membership. If a member has new billing information then they are required to change billing information in person or online. If a member decides not to attend the gym then they don't get refunds or discounts. Members can only freeze their memberships if they bring in a doctors note or military service letter. Club manager still offered her $30 late fee to be waived from her account and she can pay rest the rest of $60.10 in two weeks. But she decided to contact corporate herself. She was also informed that Planet Fitness - Ontario is independently owned franchise and corporate will not be able to take care of the billing issues. Billing issues are always taken care off at the franchise location.
We still welcome [redacted] to Planet Fitness - Ontario. We are still open to sort out the billing issues. But we can only sort out the billing issues if she decides to corporate.

[redacted]
I am rejecting this response because:
Policies are only good if they are followed. I NOW know what the policy is, several years after the fact, but AT THE TIME OF JOINING that policy was NOT followed. Nothing was explained in detail. The employee simply stated that it was $10/month (and didn't mention that it was actually $10.67 with tax) and that it was a ONE YEAR commitment. No cancellation policy was ever addressed. So, my whole premise is not that they owe me money from the end of that initial ONE YEAR term, it's that I DO NOT owe them the $31.00, later amended to $21.00, they threatened to send me to collections for if I didn't pay them at the time I went to Planet Fitness [redacted] to cancel, yet again. The nameless manager (I say this because she had a shirt that said manager but no name tag) could have avoided all this with some basic customer service. By her own admission, she didn't work at this facility at the time I joined, so she DOES NOT know that this employee did explain the policy to me. A simple apology and waiver of the $31.00 would have avoided this complaint. Her surly attitude and rudeness caused this complaint. I would never come back to any Planet Fitness location, but I would not have felt the need to file a formal complaint. This behavior is unnecessary and wrong. Sincerely, [redacted]
incerely,
[redacted]

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:
I am rejecting this response because I did not switch [redacted]'s account to Drexel Hill and his father nor [redacted] has my debit card info.  Whenever I get a new debit card, I personally have to contact Planet Fitness with that info or they bill my house.  They were sending [redacted] past due notices to the house for a couple of months while my dues were being debited from my acct using my card.  All of the sudden, they started charging my card so if they had permission to charge my card from me....why bill [redacted] in paper form to his address?  Because, they were not given permission to use my card, that is why!  Also, no one in my family has ever used their Ardmore Store so it goes to show that they have/do make mistakes with their billing.  I am not paying for an account that does not belong to me.   
Regards,
[redacted]

From: Planet Fitness- Nazareth, PA <[redacted].pa.pf@[redacted].com>Date: Mon, Jul 4, 2016 at 8:54 PMSubject: ID [redacted]To: [redacted]@myRevdex.com.org We have reviewed the complaint and we do apologize for any confusion or misunderstanding involving the account in question. We try our best to...

make sure that all potential members understand the charges and fees stated in the membership agreement they sign, unfortunately in this circumstance there was a miscommunication. In an attempt to correct this situation we have issued a refund for the annual membership fee as well as waived the membership early termination fee. We do sincerely apologize for any misunderstanding as well as any inconvenience the situation may have caused.

My truck was stolen because the front desk employee let 3 males walk into the facility with wrong id tags and without identification.
On Sept 26 2017 I walked into the gym to try and lose some weight. I have been a paying customer for over 3 years. When I signed the contract to join the gym they tell me that everyone is properly scanned with their planet fitness card and if not they must show proper identification to enter the gym. On this day the employee scanned one mans card and it showed up as a ladys picture. The employee then let all 3 men enter the facility without asking for the proper ID. The men stole my truck along with another girls car. My insurance covered my truck but this is my work truck and I lost alot of money on tools and supplies. Also I had to rekey my house, My garage, my PO box, cancel 6 customers checks, Loss of work for 4 days. And the list keeps going on. I still have to freeze my credit. The buisness offered me $250 dollars and a free membership, I declined that because I didnt feel safe in that gym.
He then said it was not his problem.
I posted a review on yelp to let all members and citizens to know that they are not scanning cards and to be safe and protect yourself. He then angrily called me and told he would countersue me in court for his lawyers fees and that I shouldnt have had expensive things inside and on my truck. He said this has happened and will continue to happen which I find scary because planet fitness could have prevented this. Scan people correctly and dont offer a key holder for your guests if your not gonna secure it, especially when you know it has happened before. That is total negligence. The owner also said the $9 hour employee of his was trying to be nice to these guys and thats why she let them just walk right in. he then told me he would offer $500 in home depot gift cards. Kind of upsetting to hear when his employee couldnt have prevented the situation. This has caused me some emotional damage as well over $2000 worth of loss things and refixing my house.
There is a terrible lack of training for this to happen because its the front desk persons main job. The owner shouldnt be blaming his employees he should be paying for his mistake.
I walked into his facility over a week ago to settle for the $500 because emotionally I am totally spent. I have yet to hear from him.

I do not want to drag him and his partner or myself thru the court over this.
I would like to ask for $750 for their mistake. That will at least cover my fixing the house and some cleaning supplies. I mean $750 is probably the fees I have paid him over my time at the gym.

My husband and I are having some problems with PF overdrafting our account several times in 2 weeks.
My name is ***. My husband (***) and I are having some problems with Planet Fitness overdrafting our account several times in 2 weeks. The first time was to pay our monthly bill and then they decided to try to take the same amount two more times that week. I have spoke with the manager at the gym near me and she was very rude about the situation and then at the end proceeded to tell us she could not help us it was on the bank to. The bank told me they it was planet fitness so they would have to refund me to go to higher level bc they have seen this problem to many times before. I am so tired of going back and forth I just need my $22 refund and my $39 refund to get me out of the negatives and then I am going to cancel my membership again since she would not do it when we asked. She said we would have to settle this first. I make sure our bills get paid. I only put enough in his account to pay the bills for the week and when they tried to take the payment 2+ times it overdrafted bc it was not supposed to be taken out.

To whom it may concern,
I contacted Sabena on Monday February 22nd. She stated that she no longer needed assistance, that her concern had been resolved,  and her refund was being processed by her bank.
Sabena did not allow me to explain what had happened with her membership and she did not want me to help her cancel her account through the [redacted] Planet Fitness.
Sabena requested that I do not contact her again, and so I reached out to the Franchisee she is a member with and they confirmed with me they would cancel her membership (in [redacted]).
Today at 1:50PM I Left a Voicemail for Sabena to clarify what she is requesting. Her membership has been cancelled at the club she is a member of (again not our franchisee), and she had previously stated that she is being refunded through her bank.
Her suggestions about our website are greatly appreciated and we will forward that to the appropriate representative in our corporate office.
Her original complaint requested the following:
The  membership to be cancelled - This has been done as of March 1, 2016
Refund for membership dues - Sabena stated in our original conversation she would be refunded through her bank and that she did not want assistance on seeking a refund through the club.l
If there is anything additional she is requesting please let us know, as it appears to us that all of her concerns have been addressed and rectified as she requested.