Planet Fitness

Dishonest money chargesWhen I contracted the services a year ago I was clear that the automatic renewal was not accepted. Everything was clear from boths sides that was a ONE year contract. Planet Fitness always uses the rush and the long contract lines to catch you. I got a charge for $29 for a year that I didn't used. I cancelled my contract due to medical situation and they forced me to gift them $29 dollars. Also I cancelled before the 17th and got cancelled immediately while I paid until the 17th. They did not notified me about the intention to extend the contract and they are just referring to the yellow paper. They robery me $29 as a gift while I'm not going use this place anymore.Desired SettlementProrated amount for what I used and return of the differenceBusiness Response This member has a signed and initialed membership agreement which stated his membership rules. Everything was explained to this member and this members signature and initials are properly documented on the agreement. The member did not cancel properly and was charged his annual fee of $29 prior to his cancellation date. If this member can provide us with proper cancellation documents we will gladly refund him a prorated amount of his fees.Consumer Response This business has untrained personnel that false advertised or follow the false advertise promotions. I was offered for a year and verbally told was going to be notified to renew. Now I was charged for a fee that I will ot use, so this is robbery of my money. But what you expect from entities like this one. I review many forums and several complains like this one. Again this is FALSE ADVERTISEMENT and I like this stay in my complain that will be public. they offered a $10. per month but charge $29 to honor it???? If they still maintain the position to robbery my money, then I will be one more posting in forums for same others do. That is why they are not Revdex.com certified and business don't use them as partner.

In September 2014 I canceled my membership. Planet Fitness continues to bill me monthly. Customer service was no help.In September 2014 I visited my local Planet Fitness to cancel my membership. This morning I noticed that I had been charged $39.00. Upon further review I discovered that Planet Fitness has continued to bill me for the past 8 months. When I contacted the home office I received the worst possible customer service. The local Planet Fitness gave several excuses including papers not being scanned at the end of the day and a new computer system. However, they have refused to refund the erroneous charges. The General Manager tried to contact the Regional Manager with no success. I contacted the Regional Manager via email, but received no response. It seems that Planet Fitness has no intention of resolving this matter. I ask that the Revdex.com assist in contacting Planet Fitness and in resolving this issue.Desired SettlementI expect Planet Fitness to refund $191.00 in erroneous charges.Business Response I spoke with Mr. [redacted] today and have resolved his charges. Mr. [redacted] will not be billed again and his membership is canceled.

when can I stop payingI have a membership that I pay $20 and I cant hardly use because I have started working 6 days a week 10 hours a day. I am unhappy about paying a fee to stop them pulling money out my account.I am [redacted] name; [redacted] birth [redacted]Desired Settlementwant my membership endedBusiness Response Mr. [redacted] account has been canceled and he will not be billed any other amounts from Planet Fitness. The billing issue has been resolved.

Review: My husband and I both sent letters, that have been reveived, telling this planet fitness to cease taking payments out of my checking account. They once again took -20.05 per person out. Since there was no money in there, an additional -35.00 per person was charged.Desired Settlement: Stop taking any money out of my account. Don't try once a month, let alone 3 times a month that you try. Refund my account for the fraudulent amount that you tried taking, and cover the fees.

Business

Response:

On the 10th of March we received a cancellation letter for both [redacted] and [redacted]. Upon receiving the cancellation letters we noticed they each had a balance of $159, per Planet Fitness's policy, if a member wishes to cancel and has a balance, the balance must be reconciled first before we can terminate the membership. March 10th we did reach out to the members to let them know we could not cancel their membership due to the balances, in which we received no response. In her membership profile it does show she called January 13th, 2016 inquiring about her balance, so she was aware prior to cancelling. After the next monthly draft occurred we received a call from Mrs. [redacted] demanding we cancel the membership. As the General Manager, I explained the issue and how it can be resolved. She said she would not pay. I explained to her that unfortunately she signed a legal binding document, which not only authorizes Planet Fitness to draft from her checking account on file, but also holds her accountable for paying her monthly and annual dues as well. She did inform me, she recently had to invest a good deal of money into her vehicle and she did not have the money to pay us anyway. I offered for her to make a partial payment on each account and from there I could freeze the membership for one month so she could get caught up and get their accounts in good standing. Mrs. [redacted] informed me that if we don't cancel the membership and try to draft any more money from her account that she would have her attorney take further action. I acknowledged her, and informed her that unfortunately with a balance on the account I can't just cancel the memberships. I went to reiterate the option of freezing the memberships with partial payment and she hung up on me. Brooke C[redacted]General ManagerPlanet Fitness Richmond (Southside)

I told Planet Fitness to cancel my membership but they still have been taking money out of my bank account as of last month to the sum of 20.00, and I went to my bank account today and they took out another 39.00. They told me that they can't cancel and there was nothing they could do about it. How can you have a business and not be able to cancel if you so desire? That's ridiculous. I am very upset and I am calling my bank to see how I can block them from my account. I do not trust them and wonder when they will try to take money again. Very angry about this. Can you please look into this and let me know how this is going to be resolved. Thank you.[redacted]Product_Or_Service: Gym MembershipOrder_Number: N/AAccount_Number: N/ADesired SettlementI want this resolved by them to stop taking money out of my account and I want my money refunded that they have been taking without my consent. I am expecting a total of 59.00 refund. 20.00 from last month, and now as of today, they took out another 39.00. That's a total of 59.00 refund.[redacted]Business Response I reached out to the customer and listened to her view point of the situation. The information the customer provided to you was incorrect. In this case, the customer did not qualify for a refund. I explained all of this to the customer and she was not willing to cooperate with us in this matter.

I called this company up to 1 month ago to cancel my membership in a timely manner that would prevent me from having to pay anymore monthly or annual fees. The girl I spoke with on the phone informed me that "as long as you come in and cancel before the 10th you will not be charged any fees". At this time I could not get there by the 10th so I made sure to get back by there before the 10th of this month (June 10th) as you have to cancel in person and not over the phone. I went into the business on June 3, 2014 to cancel and they informed me that I would not be charged any further fees and on my cancellation paperwork they wrote that the last billing date would be 5-17-14. However, when looking at my bank account today (5-4-14) I was charged an annual fee of $39.06. I understand this is not a lot of money, but to a part time employee going to nursing school full time, this is. I called and explained my situation to the branch and also to the coorporate office, both of which said that there was "no possible way to refund my money". I am upset because I feel I took all of the necessary steps to prevent any further charges, but was not informed of the date of May 24, 2014 as the last possible day to cancel before being charged for the annual fee. I feel that when I called and asked for dates on when charges would be applied to my account I should have been informed of the May date, instead of just the June 10th date to cancel to avoid being charged an annual feel when I am not even a member there for this annual calender year. None of the employees were willing to help me or refund my money when I can pull records on my cell phone of when I called them and that it was well in enough time to avoid being charged any further fees. I would love any help with this matter in trying to get my money back. Thank you.Product_Or_Service: gym membershipDesired SettlementA refund of $39.06 back into my account would be great, because this is a big company and where $39.06 is not a large sum of money for them, it is for someone like me. Business Response This member should never had been billed her annual fee. She was refunded her money and this matter should be closed.

They have purposely made it very difficultly to cancel the auto draft. I feel like they are stealing money from my account. The only way to cancel the auto draft is to send a certified letter or go in person. I have moved and this is ridiculous. You can set payments up online but cannot cancel online. It is a joke. Desired SettlementI want the money back I gave them after I moved. I feel like they are stealing money from my account.Business Response This member has a "no commitment membership". Our policy has always been the same to cancel any Planet Fitness membership: either send a certified letter to the club (which provides verification of receipt to the member) or cancel in person by the 10th of any month to not be charged for that month. I am sorry this member feels as if we are stealing from them. The membership agreement this member completed was initialed and authorized with this cancellation policy. I do not understand why this should be a complaint. If the member can show proof of cancellation prior to them moving we will gladly refund the funds.Consumer Response That is the point. The policy is put in place to purposely make it as difficult as possible to cancel. It is a shady way of doing business and you know it. Final Business Response We are sorry this member feels this way. Our cancellation policy was very clear in the membership agreement. This member verified reviewing the cancellation policy at the time of enrollment. We will gladly refund this member if they have proof of the cancellation prior to them moving.

Review: I joined Planet Fitness in Nov 13th 2012. I have not once used their facilities. Over time I did not pay attention that after the 12 month contract that they were still deducting money from acct. Not until I stopped using that account and received an overdraft notice. A couple years ago. I took care of it and decided To close the account. I was informed I had to come in or mail a letter stating such a thing. Well I did not as, I overlooked it with all the other commitments I have with Traveling for work and such.

So today I get notice number two from my bank with overdraft fees which I paid reluctantly. I also attempted to close my account where I was told that I had to come in or mail a letter To which I replied yes but then was informed I can't close my account until I bring it up to date. Well I wasn't notified that I owed a balance first. Second it seems as though that this contract which is misleading at best states term agreements not to exceed 12 months has now exceeded 3 years almost. I tried to appeal to the "manager" who politely told me that she could not close it due to the unpaid balance. Now I get that but I don't get the misleading contract and the inhuman thinking of sucking the public for all their worth. This process is set up to distract and frustrate people to give up and continue to accept these bad buisness practices. A place that supposed to promote health doesn't operate in a healthy manner. I just want to stop paying for something I have never used and know never will along with anyone I know.Desired Settlement: Cancelled membership. $0.00. Balance they have made enough.

Business

Response:

To whom this may concern: Unfortunately to be able to cancel, Mr. [redacted] would have to pay the balance owed on his account, and again would have to be in person or via certified mail. He himself stated, in the statement provided by you, that he was told twice the two ways to cancel, which is in person or via certified mail and that he neglected to do so. In our system at the club it shows we spoke with him on January 6th, 2015 in regards to cancelling and that he was aware of how to go about discontinuing his membership. His monthly dues did not start to accrue until November 2015, had he cancelled prior to, he would not have had a balance. I understand he feels the contract is misleading, but, by no means do we hide anything from the members. In the contract signed by Mr. [redacted], if read thoroughly, the second bullet on the membership agreement states "If you have a minimum monthly term, your account below will be billed for a minimum of 12 months and will continue at the monthly rate above until you cancel in accordance with this agreement." I apologize for any confusion, but he did sign the contract stating that he fully understood the agreement and its terms. If further questions or concerns he is more than welcome to contact the club at any time. Sincerely,

My wife tried to cancel three gym memberships. The employee did not complete the correct paperwork and we were charged additional months in error.In early November my wife entered the gym to cancel three memberships. The employee did something on the computer and said "everything was done". My wife asked if there was any paperwork needed and the answer was no. We saw the $30 charge in December, so my wife went back on 1/2/14 to discuss the issue. The employee stated that there was paperwork that should have been completed and that my wife should have signed the paperwork. She stated that since there was no written documentation of when my wife first tried to cancel then they could not refund any previous charges. Since we have no proof then we are not asking for the December charges to be refunded. My wife signed paperwork on 1/2/14 to cancel the memberships (or so we thought) and left. We saw charges totaling $20 on our credit card bill on 1/19/14. On 2/3/14 my wife called then ultimately drove to the gym to resolve the issue. The employee she spoke to on 2/3 stated that there should have been 3 packets of cancellation paperwork completed and not just one. My wife signed the 2 additional packets and asked for a refund of the $20. The employee stated that he would have to speak to his district manager about the refund. She instructed him to call me. I waited for 2 days with no phone call, so on 2/5/14 I called and asked to speak to [redacted] (the reported district manager). I asked about the status of the refund and he said he had to talk to his general manager. I repeatedly asked him why he could/would not refund the $20 but he never gave me an answer. He kept saying he would have to talk to his general manager. In our conversation he acknowledged that the employee made a mistake on 1/2/14 and should have completed 3 sets of paperwork. He even offered two months of free gym use (the equivalent of the $20). I told him that we did not want nor could we use the free gym use and we wanted the $20 refunded. I told him to talk to his general manager and that I expected a return phone call of when I will see the refund. To date no one else from Planet Fitness has called me.I called the gym again on 2/21/14 and asked for the corporate office phone number. The employee refused to provide that information and said that I would need to look it up myself on the internet. (The employee was completely professional in the conversation and I have no issue with her tone or explanation, I think it is just another extremely poor business practice by the company not to provide some kind of contact information if requested by a customer)I have looked at several internet sites and seen many complaints about Planet Fitness surrounding charges/billing issues and a refusal by the company to refund their customers for company mistakes. By all appearances, they do not appear to be willing to refund a customer if/when there is an employee mistake, which I find to an unacceptable business practice. Desired SettlementAt a minimum we should receive our $20 for January charges. My wife ultimately had to visit the gym 3 times over the course of several months for them to finally process our request correctly. Business Response This issue has been resolved. Please let me know if there is anything else we can do.

Review: I signed up with this company at the beginning of the year, around FEBRUARY. My monthly dues were $10. I reached out to the company via email in April to cancel my membership. I sent them email correspondence. I noticed in May, I was billed again. I reached out again to cancel. Finally, I noticed I was charged again this month. I was charged 39.95. I called and was told that it was the yearly membership. Well, if you had canceled my membership in April, I would not have been charged. Mind you, I've called and have spoken with several people on the evening shift about canceling and they stated it would be handled by a manager. I have not used this establishment in months. Today, I immediately sent my daughter into the facility with a letter, due to my being out of the area. I received a cancellation form. As it turns out, when my daughter gave the letter to Planet Fitness, my membership had not been canceled and we were told that the people on evening shift were new. I'm sorry but it is not my problem staff are improperly trained and gave out erroneous information. I feel treated unfairly.Desired Settlement: Refund from April until now, including the yearly fee of $39.99, because had it been canceled early on, I would not have been charged . I was told this is a yearly fee and if I signed up in February, I should not have been charged until next month.

Business

Response:

Ms. [redacted] joined her local Planet Fitness at the beginning of January 2016. According to our records she never visited the club again. Our cancellation policy is clearly written in her agreement that was emailed to her directly. Our cancellation policy 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 notification by the 10th of the month delivered to the club in person or postmarked via certified mail to the club address listed below. In order to cancel the membership prior to the billing of the Annual Membership Fee, the club requires written notification as described above on or before the 25th of the previous month. The Annual Membership fee is fully earned when received and is non-refundable.” According to our notes Ms. [redacted] called the club on May 17th at 5:13pm to inquire how to cancel. The assistant manager took the call and told her the cancellation policy as stated in her agreement. He also reminded the member that she needed to cancel by May 25th in order not to be charged the Annual Fee on June 1st. On June 8th the membership was cancelled in the club and the member received proof of the cancellation. We didn’t received cancellation via email, and there are no other notes on the account about the member inquiring about cancellation. We cancelled the member as soon as she came into the club. Unfortunately we will not be refunding any of the dues, due to the fact that we were not notified of a cancellation until June 8th. Attached is a screenshot of the note we have on file from her call on on 5/17/16.

Review: In April, 2015 I joined Planet Fitness. In March, 2016 I called and explained, due to health reasons I could no longer use their facility. Th lady I spoke with was so helpful and explained she could handle the cancellation for me over the phone. She told me to cancel before my year end date it would cost me extra so I asked her to just cancel eflfective April. She told me she would handle it. I checked my bank statement, I opted for automatic charges on my credit card, and found I had been charged for April, May and, in addition, the annual fee for June. I spoke with the manager and she said she would have the regional rep contact me. That was on June 6. Yesterday I had a message that the lady had called so I returned the call this am. She explained the contract states you have to cancel, in writing, at least 7 days prior to the contract end date and because I had not done that they would not refund any of the money (20.05 @ for April, May and June and 39.00 for the 2016 annual fee). I was very disappointed they would not work with me and refund any money at all. I think that is very bad customer service and tried to contact headquarters but they say each gym is privately owned.Desired Settlement: Billing Adjustment / refund.

Business

Response:

Mrs. [redacted] may have very well contact the gym in March in cancel her membership. She spoke with our front desk employee [redacted]. [redacted] is a very smart young lady. Mrs. [redacted] must've misunderstood [redacted] when [redacted] explained the cancellation policy and procedures. [redacted] is trained well and would not have offered to cancel Mrs. [redacted]'s membership over the phone. The only two ways we cancel memberships are either in person or by certified mail. Both of these methods provide the member with PROOF/VERIFICATION of the cancellation. This is explained in the contract that is signed by Mrs. [redacted]. I spoke with Mrs. [redacted] this morning. I told her that I would absolutely refund her $20.05 monthly due for June 17th if they are drafted from her account because we now have PROOF of cancellation. However, I am sure that she will not be drafted at all. We are always willing to refund when we have verification that a mistake has been made on our behalf. In this case, we cannot verify any error made. I hope this helps to clarify the situation.

Consumer

Response:

I have reviewed the response offer 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.Regards,[redacted]

Review: I went to Planet fitness on March 11,2016 between 6-8pm and signed up for a Black card membership which is a 20.00 dollars a month, subject to 39.00 dollars annual fee; which is billed June 1. I came back the next day early after giving it some though. I wanted to change to the 10.00 dollars a month fee (since I never used the facility, yet and it had not been even 24hrs). But I was told in a in embarrassing way, with a loud tone that you with have to pay a buyout fee of $58 dollars. I said "no", he said that if I was to come there for $10 a dollar a month membership then I must pay and I said then what if I don't want a membership here at all; he said that I must pay the $58 dollars. So I pay it but I went on this web site yelp to complaint about this matter and no one got back to me and now I just thought about you guys(Revdex.com)and how you have help me before(when I was in Memphis ,Tn) I called and a young lady told me to go on the site to report theft. I am kidding but it is like theft they took my money and not once gave me service. I need them to refunded my 58 dollars. Oh one more thing the guy that took my money swipe my card even after I pay him. I asked him why did he do that a he said to get my information. Also I do have a membership with them for 10 dollars a month.Desired Settlement: I would like for company (Planet Fitness Franchises) to look into this policy. Are they here for the people or like every other business it's about beating the poor. I came to this gym in hope of finding a place to get fit and stay fit with out any judging. But I never use any thing not once and they asked me for my 58 dollars' I need it back, Please I would appreciate.

Business

Response:

Thank you for bringing this to our attention. After reviewing the situation her original agreement did require a cancellation fee because she was in a 12 month commitment. However, at the time of cancellation it was not brought to my attention that this was a serious concern for Miss [redacted]. Please inform Miss [redacted] that I would be more than happy to help resolve this issue for her and facilitate the best possible experience for as a member at Planet Fitness Mack Road.

Review: I have emailed with the general manager about my cancellation, spoken with her on the phone, and sent a letter requesting my account be canceled. I am still being charged for monthly dues even after she has assured me that my account was canceled and that a refund would be made to my bank account. I do have emails available and dates as well upon requestDesired Settlement: I would like to see a refund for every month since I sent the letter in January but a refund from the time she ASSURED ME I was canceled as well as no further charges would be sufficient.

Business

Response:

Dear Revdex.com,Unfortunately we never received a letter January 2016 and we already went over that issue when I spoke to him June 29th. To prevent any further inconvenience I allowed Mr. Bender to send an email cancellation in which I received June 29th and his account was cancelled 7/15/16. He was made aware of that and received a refund for the month of July in which that was verified July 29th when we spoke via email. July is the only month he will be refunded since I did not receive notice until June 29th about cancelling. If any further questions he is more than welcome to contact me via phone or email.

Review: I called a few days ago to put my membership on a lower tier which I was informed I would not

assume a upgrade fee or any fees if that was my decision. I spoke to [redacted] and she informed me that there would be a $58 dollar fee per membership if I decided to down grade. I left my number with the owner to call me and called corporate office and I was denied to speak with a management team member or the district manager , I spent 3 hours trying to reach someone of which I was unable to.Desired Settlement: I want to cancel my membership and any fees due to cancellation be waived due to the incorrect information I was given.

Business

Response:

Thank you for reaching out to share the issue you have with our Cancellation and Billing Policy - specifically the BCM (black card membership) buy-out fee. It is company policy to verbally communicate the BCM buy-out fee during the rate card presentation (when rates for the $10 membership and black card membership are explained) and then again prior to the processing of the membership agreement’s Cancellation and Billing Policy section. In addition to the verbal communication of the buy-out fee, it is covered in print on the BCM rate sheet (available upon request) and on the membership agreement (available upon request x 3). It’s important to note that [redacted] signed up with her billing information in her name around 1.5 months earlier than [redacted] signed up with [redacted]’s billing information (financial co-signer section signed) three months earlier than [redacted]. We understand that Mr. [redacted] may have missed the buy-out fee during both the rate card presentation and processing of the membership join for both [redacted] on 6/17/15 and himself on 9/28/15. As a result, we would be willing to waive one of the two buy-out fees that apply to those two memberships. In regards to [redacted]’s membership agreement – she signed on her own behalf with billing information in her name on yet another date so it’s unclear why Mr. [redacted] is contesting her buy-out fee. Tell us why here...

Review: My complaint is a customer service issues involving advertising, and their refund policy.

On February 1, 2016 I purchased a gym membership at the Planet Fitness located at [redacted] I paid $39.00 for the start-up/registration fee and $5.26 for the prorated membership fee.

On February 3, 2016 I went to the gym to workout and there was a promotion going to join for a $1.00 down. I spoke with the front desk representative about taking advantage of that promotion. I was told that I could not take advantage of that deal, yet it had only been 2 days prior. I also asked why the promotion was not mentioned to me at the time of enrollment. I was told that they are not made aware of promotions ahead of time that I could not take advantage of it.

At which point I asked for a refund and completed the paperwork onsite requesting it on 2/3/16 and as of today 2/25/16 I have not heard from anyone in upper management, not even the [redacted] whom I was given to contact regarding this issue.

I found this hard to believe since we are in the state of California and like many states California grant consumers a statutory "cooling off" period, typically three to five days, during which a consumer can cancel a contract for any reason by sending the seller a written cancellation notice. - See more at: [redacted]

At this point I just want my refund. I do not want to deal with businesses that demonstrate poor customer service and discrepancies in their advertising and refund policies.

I would strongly suggest that consumers be cautious when purchasing a membership with them.Desired Settlement: Refund.

Review: I signed up with Planet Fitness in August. After two months of not using their gym I called to cancel. I called around Sep 19th, the person I spoke to asked for my name, number and other members names I wished to cancel. October 1st I receive an annual charge. I called again. This time they inform me that I was suppose to cancel in person or by mail. I asked for a refund since the last information I had received was incorrect. They informed me that was not possible. I spoke with my bank and asked that no charges be allowed by Planet Fitness. Around October 4th I mailed out a letter confirming my cancellation. Today October 19th I have again been charged. I finally went into the office to cancel and asked about my letter of cancellation, and was only told "you should have sent it certified".These were the dates and amounts charged08/17 $30.0009/17 $30.0010/01 $87.0010/19 $30.00Desired Settlement: Only for October charges.

Business

Response:

Thank you for notifying us of the Revdex.com complaint received from Mr. [redacted].

This complaint pertains to Planet Fitness' billing practices. Planet Fitness also failed to notify me of any changes to my account.At the end of 2014, my back was involved in some sort of data breech. During this time, I had a membership with Planet Fitness. The monthly membership fees were automatically deducted from my account. After the data breech, my bank [redacted] reissued everything pertaining to my banking account. Approximately 6-8 months later, I was notified via [redacted] that my account with Planet Fitness was going into collections. Prior to this notification, I had never been notified of returned payments or anything pertaining to my account. Not only did Planet Fitness fail to notify me of missed payments, they continued attempting to process payments every single month for approximately 8 months, adding monthly dues plus return fees. During this whole time, I had not stepped foot into the gym. Upon trying to resolve this issue with Planet Fitness, I was never allowed the opportunity to speak with management. I contacted their corporate office and was informed I'd have to refer back to the gym's location. Planet Fitness has unethical practices and a flawed billing and notification system. Planet Fitness has no integrity and serious organizational structural flaws. Desired SettlementI would like for Planet Fitness to waive all fees that were charged to my account including monthly fees and return payment fees and also for Planet Fitness to waive a joining/rejoining fee. Finally, I would like for Planet Fitness to apologize for this whole situation.

When I joined Planet Fitness in Dec 2015. I was not told about a Feb annual fee of $52.00 and it was not mentioned in my contact or verbally.On Feb 10,2016 I called Planet Fitness to find out about bank draft . They said they were sorry. I disagree with this fee . And think I should be able to get my money returned!Desired SettlementAs well as getting my money returned. And have Planet Fitness put this policy in writing.Business Response Contact Name and Title: Dawn F[redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@pf-gyms.comGood afternoonI have a signed agreement attached where Ms [redacted] was asked to sign a document stating that she was aware of the annual fee being drafted on 2/1/16. If there is any additional information needed please let me know.Thank you for your timeDawn F[redacted]General ManagerPlanet Fitness Bartlett TN

Changed a policy, denied me a service due to new policy and would not allow me to receive a refund.I went to the gym between 5-6 pm on Friday May 30, 2014 and the attendant at the front desk told me that I could not bring my 1 gallon water bottle onto the floor and I could not work out. I had been a Planet Fitness member for 17 months and I have never been privy to water size limitations. I even asked if I could bring the water jug and they told me I could and have been for 17 months. I was told that I had to leave the water in my car or in a locker. I drink a lot of water and due to the sheer number of people that use the gym... I do not use the water fountains. I had been a respective member to Planet fitness and honored their "lunk" rule. They have not once policed their lunk expectations even though there were numerous occurrences everyday by various people. The attendant then told me there was no manager and that I had to file a complaint on the website. On the website, it states you have to go to your home gym to file a complaint. I went back to the gym the next day, between 9-10 and another attendant told me once again that there was no manager available and the previous GM was fired as he did not enforce the "lunk rule." I never received any information about the change in policy. I cancelled my membership to this gym as I was unable to receive the service and expectations that I initially paid for and there was no reasonable timing to cancel my membership. He then told me I could not receive a refund of the annual fee even though there was a policy change in the middle of a pay period. There was no manager available to speak to, I was given wrong, pertinent information when I first started going to Planet fitness.Desired SettlementTheir definition of what is not allowed should be defined when signing up and if their is a change in policy, then there needs to be emails sent or information posted throughout the gym. As I cancelled my membership and Planet Fitness decided to police this new policy without letting anyone know the effective date of the new policy. I would like to receive a refund of my annual membership fee charged on June 2014 as they did not give me the service that I initially signed for and was denied service when I should have been allowed access.

Good afternoon **. [redacted]: My name is [redacted] and I am writing a complaint because of the serice that I have received form the manager [redacted] at the Bartlett Planet Fitness Location as well and the service I received fron the front desk your lady by the name of [redacted]. I have has a membership with Planet Fitness since June, my first payment was due to come out on july the 17th, , when the payment didnt come out I contact the office and spoke with [redacted] and she stated that it shows the payment came out a couple of days later I checked my account again and it still didnt come out, so I decided to wait to see if my payment wouldcome out on the august payment due date, and it did not come out on te 17th of august so on the 21 of august as the 17th fell on a Saturday. when I called I spokewith the same you lady if I am not mistaken [redacted], I told her I needed to speak with someone about my account, she pulled it up and told me I have a blance of 50 som odd doolards I asked her why and she stated to me that I did not make my payment for july or august, I told her that you all have my account information so why wasnt my payments taken out, she put me on hold as I wanted to speak with a mgr she came back and said he was looking at my account and I heard [redacted] in the backgorund state that someone put my information in the system wrong, as they were tryin gto get me to confirm my account information on the phone which I told the young lady that I would not confirm my information over the phone because out all should have it on the voided check as well as the application, so that was the fault of planet fitness, I told the your lady that due to this not being a fault of mines and if I hadnt contacted you all then you wouldnt have contacted me being that no one has done so thus far, I told the young lady on the phone that I wanted the payments waived for july and august due to the error on Planet Fitnesses behalf, she said she would have to get with her manager, I told her I had a drs. appt I was headed to at 10am and if I dont answer to please leave me a message and I will call her back, she called back and left a voice mail and it stated that my mananger said he would waive julys payment and the only thing I have to pay was the august payment in the amount of 21.84, so when I call to make the payment on this past friday and spoke with [redacted] he said I still had the balance of 53.00. so I went over again with a third person about the issues with the account, and [redacted] said that the manager could not waive any payments on the account, I asked if the manager was availbe he said that [redacted] had left for the day and that he would be back in the office Saturday monring I left my name and number to have [redacted] call me back and I told [redacted] that I would give him until monday to contact me regarding this matter so we arrive at today. I called [redacted] he was very rude, I asked [redacted] who was the person or persons responisble for contact customers when they have an account issue, he told me that there are two outsourced companies one that does the payment processes and another to contact customer however they way they do when the account comes back not able to process. I explained to [redacted] how our ach process is done, when ever a customers account comes back account frozen , no account cant locat, account closed ....etc we contact the customers at that time to make them fully aware of the account issues and ask for payment, no one contact me not once, I had to contact Planet fitness and then [redacted] says can I talk now, I said sure go ahead he said so you didnt contact us until your account was 2 months deliquent, I told [redacted] I contacted Planet fitness becasue no one contacted me. [redacted] stated and I quote" you can pay the account or dont and hung up on me! I called back to see if I could speak back to [redacted] and [redacted] said he was in a meeting I asked her for numbers to fie a complint and she said she does not have that info or who I needed to talk to regarding the matter, so I aked her you work for a company and you dont know who to contact or and coperate information, she then hung up on me.................since then I have spoken with [redacted] when I called back to basically have her to have [redacted] to please just can my membership and she wanted to give me the cancellation process I told her to have the mgr call me and I will tell him, so then I get a call back from [redacted] that gave me the email address for you [redacted]. I also contact the wincester location and was told by [redacted] that I could fill out the member survey and that information goes straight to the owners. I have done that as well. I will also send a copy of this letter to the Revdex.com. I would like to canx any further services with Planet Fitness and not have my account be charged going forward and not owe any previous balalnces, I refuese to contiune to go to and establishment where management and the desk agents treat their customers the way that I was treated today.Business Response To whom it may concern,I spoke with the member and let her know that the way she was treated was unacceptable and I would speak to the manager to fix this situation to make sure this never happened again. For any reason a payment does not go through, there is a $10 service fee assessed with that payment. I let the member know that I would waive all of the her service fees because it was our fault. With the $19.99 membership there is a $58 dollar buyout for anyone that wants to cancel within the first year. The member wanted to cancel and we waived the buyout fee for the member. We also offered the member two free months if they ever wanted to come back to our establishment. If there is anything more we can do to better the situation we would love to do so.