Planet Fitness

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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 providedI did not provide the required informationTherefore, my membership is canceledI am not playing bs games with your co Regards, [redacted] ***

Hi ***, We have actually been in constant contact with Mr [redacted] on the issues he is having with his account Mr [redacted] signed up on 4/24/for a month agreement which then went month to month until he cancelledAs a courtesy we put Mr [redacted] on a month freeze over the phone because he moved and stated he was moving and would be back in February (Attached.) When a membership is put on freeze it then extends the contract for the amount of months the freeze was for (months.) Mr [redacted] s contract is now not eligible to cancel until 7/24/ Mr [redacted] states that he sent a letter to cancel, we have no record of his cancellation nor did he send a "certified letter" to insure a receipt of delivery for both partiesIF Mr [redacted] did send a letter in March like he states, then he would have cancelled his membership pre-maturely before his month contract was up, which would have resulted in an early termination fee of $58+tax His agreement states that there are two ways to cancel, either person or by certified mail, which wasn’t done To this day Mr [redacted] is cancelled in our system, but remains to have a balance of $ I have attached a copy of his agreement and also his cheicon that states his balance In order for Mr [redacted] to stay cancelled in good standing, he would have to pay his past due balance We would be more than happy to waive $off of this balance which would take him to $owed Please let me know if you have any questions and have a great day! [redacted] | Planet Fitness [redacted] , ***, ***, [redacted] , ***, [redacted] www.planetfitness.com

We have cancelled this member’s contract and have waived all feesHappy New Year

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I accept it

Business supplied email: [redacted] @gmail.com Use this address for this or any future complaints, but nothing else

I requested a copy and the copy the manager gave me was 100% illegibleHe stated that it was from an old systemNone of the terms were readableWhat 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 joinI 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.comthat's what they did to meHowever I'm sure an argument will ensueTheir staff is very aggressive

Complaint: [redacted] I am rejecting this response because: Again, Planet Fitness is unethical, frauds, cheats, and liars They never informed me to cancel membership via a certified letter When I began to speak with them on the phone, prior to March 2014, I made it clear that I needed to cancel my membership because I no longer live in the area and it made no sense to pay for a membership if it wasn't being used The Manager at the [redacted] ***, [redacted] facility informed me I had to either come to the facility and cancel in person, or write a letter and cancel my membership I am a disabled veteran with a left leg amputation and in a wheelchair I have no transportation so I had to write a letter to cancel the membership I am NOT going to pay them money because of their incompetence and unethical behavior regarding settlement of this account They have days to resolve this issue, or I am going to escalate this matter and file formal complaints for their unfair business practice with both the Texas State Attorney Generals Office - Consumer Fraud Division, and the Federal Trade Commission Frauds, and Thieves that Planet Fitness appear to be should not be permitted to operate facilities in the State of Texas Regards, [redacted]

Dear Sir/Madam: After further investigation, it was found that Mr [redacted] transferred his membership to our Evanston, IL location in April Despite frequent usage of the club, as shown by our usage report, by Mr [redacted] , as a courtesy was granted a full refund of $ Any further refund will need to be given by the Columbus Club as each Planet Fitness is an independently owned and operated and Planet Fitness Evanston cannot refund more than it collected from Mr [redacted] Again Planet Fitness Evanston is unable to refund any payments in excess of what Planet Fitness Evanston collected from Mr [redacted] ’s credit cardMr [redacted] was informed on September 15, that his refund was submitted on September 14, and will take 3-business days to reflect on his account If you require any additional information, please give us a call at ( [redacted] Thank you! Sincerely, [redacted] Planet Fitness Chicago Regional Manager

We have looked at all our records, we cannot find this as a customer of oursHe might belong to another Planet FitnessUnless he can come up with some cancellation notice for us

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 resolutionPlease respond here ONLY] Regards, [redacted] ***

Hello, I have attached [redacted] 's agreement for your records Currently, Jennifer's membership is in an inactive state due to having incorrect billing information on file for an extended period of time She does not have access due to this reason Also, it is clearly stated in all of our marketing that our memberships are billed checking only My staff and myself have had multiple conversations with Ms [redacted] informing her of these issues in which she refused to take care of [redacted] will have access once she applies current checking information to bring her membership back to active A refund will not be given for past payments due to the fact that our memberships are not based on usage Please feel free to contact me with any further questions Thank you, Randi [redacted] -- W Highway Roseville, MN

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 resolutionPlease respond here ONLY]This is the same mantra I keep receiving without any other means to a resolutionI've attempted to resolve this issue in person, on their website, and over the phone with no progressEach 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 serviceMy 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 billingThis 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 canceledThis acknowledgement needs to be in writing as I assume Planet Fitness is attempting to bill be for a following cycle again todayRegards, [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 falseFirst, there is no need to insult anyone about their parentingMy child is a high honors student who didn't "steal" from meThat was not the discussion that we had with PFWhen 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 meWhen she got back to me, she told me she would refund the $payment for February, cancel the membership and I wouldn't see any payment in MarchI was fine with this because [redacted] was in fact using the membershipI made sure I asked several times if [redacted] had to go there and was told no she didn't and the membership was cancelledEverything was great! The service I received was fantasticIt wasn't until March came when I was charged $again that I became angryI also didn't yell/swear at anyone until [redacted] called me a liar and what happened in February never took placeWho wouldn't be angry? What kind of business calls their customers liars? [redacted] was extremely rude and took back everything she promised in FebruaryCompany policy is the customer has to go into the storeIf 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 cancelShe was also told by staff that it said in big letters not to give us any type of refund that was promisedPF 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 thisPF has no legal contract which has been reported to the State of RI Regards, [redacted]

Date: Wed, Jun 15, at 5:PMSubject: RE: ID [redacted] To: [redacted] < [redacted] @cleveland.Revdex.com.org> I have canceled [redacted] 's membership so she will not see any further billing come out of her accountUnfortunately we will be unable to process a refund without documentation of her moveI have attached a copy of her cancellation Please let me know if you need any further info Thank you

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] Please add your rejection comments below Horrible business practices as I was a member for LESS than weeksBEWARE OF THIS FRANCHISENOT REPUTABLE AT ALLCHEAPER CLEARLY DOES NOT MEAN BETTERI would rather pay" REGULAR" GYM PRICES AND get the customer service that is clearly lacking FROM Planet Fitness Essex JctKeep my money, you may need it the way you run your business Regards, [redacted]

We have reviewed the information in Mr [redacted] complaint Planet Fitness does not take any complaint lightlyI 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 inThese mailers are sent to all non members in the area.Thank you for your time in reviewing this matterIf 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

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

As per Planet Fitness Policy, all members signed and agreed to the terms that come with their individual Black Club MembershipsOn or around the 17th of each month, Planet Fitness will deduct $per monthly membership dues, and there will also be an annual fee of $billed each year on or around the first of AprilPer the terms highlighted on the agreement, in order to cancel the monthly membership and stop the billing of the monthly membership on the 17th of each month, the club requires written notification by the 10th of the month delivered to the club in person or via certified mailWhen a letter is certified, the member will receive notification from the post office upon delivery to the clubThere is no commitment on all memberships; therefore, they can be cancelled at any time without having to pay a buyout fee but all other billing terms must be met leading up to a cancellationIf the accounts are not in good standing, they past due fees must be paid before cancellingWithout proper cancellation procedures followed by the member(s), the membership will remain active At no time will the billing stop if the memberships are not used, the billing continues per the agreement and will continue billing until proper cancellation procedures have been followedIn addition, a $service fee will also be applied for each month the 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 As of 1/29/2018, all accounts have a past due fee on the accounts: [redacted] past due $ [redacted] l past due $ [redacted] past due $ We have gone ahead and cancelled the memberships bypassing the outstanding balances as a courtesy to the membersIf they wish to return as members, the past due fees must be paid before rejoining and utilizing the gymsThere will also be no refunds given for any previously billed dues A copy of all three agreements are attached for reference If the member has any questions, they can contact the gym at 614-833- Thank You, Planet Fitness Canal Winchester, Ohio

To Whom it May Concern,Attached you will see a copy of Mr [redacted] 's contract His contract states "To cancel your monthly membership and stop the billing of the monthly membership fee on the 17th of the month, the club requires written notifications by the 10th of the month delivered to the club in person or postmarked via certified mail to the club address listed above." We have yet to receive a cancellation request via certified mail, nor had he filled out a cancellation form at the front desk If Mr [redacted] has in fact cancelled his membership per his agreement terms, we would be more than happy to issue a refund All that we need is either a carbon copy of his cancellation form dated back to "the time he cancelled" or a certified receipt from the US Postal office dating back to when he cancelledPlease let us know if you need any other information or have any questions Thank you and have a great day! [redacted]

We transferred a complaint to you yesterdayThe consumer emailed us indicating that the case has been resolved with the businessI’ve forwarded their response!Sorry for any confusion! Thanks, [redacted] , Trade Practice Specialist Revdex.com Serving New Hampshire