Planet Fitness

Review: Hi, my name is [redacted] and I am a client of Planet Fitness. In September 2013, there was a mistake made by Planet Fitness in terms of the membership tier that I was in, causing them to charge me an additional $10 (my normal monthly fee is $10). I brought this up to management who indicated to me that this would be resolved in the December 2013 billing cycle, with no charge being assessed. However, in the December billing cycle, I was assessed a $10 fee, contrary to what the [redacted] had indicated. I have contacted Planet Fitness to no avail and I ask you to intervene.Desired Settlement: I would like my $10 returned to me.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I cancelled my membership in Aug and Planet Fitness took the 10.00 fee out of my checking account causing an 45.00 overdraft to my bank account when they took out the 10.00 fee again in September.They acknowledged they were wrong but I was not compensated for the 35.00 overdraft.They said they do not refund overdrafts.Should I lose 35.00 because of someone else's error namely Planet Fitness. I did not cause the overdraft.Desired Settlement: I would like to receive my 35.00 dollars back or allow me to use the gym for 3 months. Either way I will be satisfied.Thanks

Business

Response:

To Revdex.com,

Our Cancellation policies are as follows: To cancel your monthly membership and stop the monthly billing on the [redacted] of the month the club requires written notification by the [redacted] of the month delivered to the club in person or preferably via certified mail.

[redacted] cancelled membership on August **, 2013. On his cancellation form it states that his last billing date will be 8/**/2013. We have honor him a refund for the month of August due to nonuse of

facility.

Please See Attachment.

Please feel free to Contact me at [redacted]or Via: [redacted],if you need further information regarding this matter.

Review: I was allowed to sign up on line for membership using a debit card, when I got to the gym I was denied membership for using a debit card and was told they only accept phyical banking checks. Then for the months of September and October, I got a bill one for $10 and one for $69 and was given the option to pay using my debit card and they said it must be paid and yet I am still not allowed membership. How come this company is charging me for services refused? I can pay the bill but not allowed to workout? Totally unfair!Desired Settlement: If I am not allowed to join with my debit card I should not be charged for services.

Business

Response:

To Revdex.com,

[redacted] joined online on 08/**/2013. Online policies are as follows: it is okay to pay a one-time fee with a debit account for the enrollment fee. We only accept checking accounts for recurring monthly payments. We will be honoring her cancellation due to non-usage and no payment is due at this time. We will waive the balance.

See Attachment.

Please feel free to Contact me at ###-###-####or Via: [redacted],if you need further information regarding this matter.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have canceled my planet fitness account via certified mail and then again in person however every few months another bill shows up with new charges This company has unfair cancellation policies. Even after taking the time to send the certified mailer, and this was a few years ago, I continued to receive bills. Phone calls don't work, and visiting in person and canceling again in person did not work either. After you cancel, a few months go by with no bill, then out of no where bills come again as if you never canceled at all. Even though the physical location I first joined has closed, even though I havn't used their facilities in years, and I have canceled multiple times - they continue to send bills. I went to far as to cancel the credit card the billing was attached to because the company keep charging me. Planet Fitness cannot be trusted. They should refund multiple months payments however at this point I just want them to stop sending me bills.Desired Settlement: Stop sending me bills. Clear my account of all charges. Never contact me again.

Business

Response:

To Revdex.com,

This letter is to inform you that [redacted] membership has be cancelled AS OF 4/**/2012 and no balance is due at this time.

See Attachment.

Please feel free to Contact me at ###-###-####or Via:

[redacted], if you need further information regarding this matter.

Sincerely

[redacted]

Review: I have previously been a member of the White Plains Planet Fitness location along with my fiance, [redacted]. Both of us moved over a year ago and, we thought, cancelled our membership upon moving. Since then we have received repeated $10 fees and a yearly fee to keep our account open. I was able to cancel all further charges to my account as it was registered under my credit card but [redacted] is continuing to be billed on my debit card.

We have sent multiple letters, per the Planet Fitness online instructions, to have her account cancelled with no change in the monthly billing. In addition, [redacted] went in person to the Planet Fitness location, travelling out of her way on her day off to try to have her account closed. Instead of assisting she was told at the front desk that she could not cancel her own account as it was being paid for under my debit card and that I would also have to go with her to close the account. The amount of legwork we have already put in, as well as postage, is insane and I see no reason why I should be forced to take time out of my day AS WELL as the membership holder in order to cancel an account that should have been cancelled over a year ago.Desired Settlement: Refund of all erroneous fees and a guarantee that there will be NO additional fees going forward.

Business

Response:

Good Morning[redacted] membership has been cancelled. In order to provide a refund, please fax over Proof of charges. MY FAX# ###-###-#### Or Email [redacted]

Review: Planet Fitness will not refund annual fee and lies to people over the phone to "come by and we will take care of everything" when turning you away they give you a contact number that is seldom answered in person and calls are never returned.Desired Settlement: Would like my $39.00 refunded and would like to stop getting mail from them saying I owe them more money!

Business

Response:

To Revdex.com ,

This letter is to inform you that [redacted] cooks sign a black card membership agreement on 11/*/2008. All black card memberships have a $39.00 annual fee on 06/**. In order to not be held responsible for the annual fee members must cancel services on or before the cutoff date of

05/**. Member has an outstanding balance of $58.00 which we will waive as courtesy. Cancellations have to be done on or before the [redacted] of the month as stated in our agreements. Member must cancel at facility or send certified mail to their location.

See Attachment.

Please feel free to Contact me at ###-###-####or Via:[redacted], if you need further information regarding this matter.

Review: First off, let me say that I work more than 340 days a year as a surveyor/heavy equipment operator for Great Lakes Dredge and Dock (the largest dredging company in the United States) and the International Union of Operating Engineers Local 25 Marine Division out of Manalapin, NJ). Back in August of 2012, I went into Planet Fitness on [redacted] in [redacted], NY. I Paid $10 for a month-long gym membership. I was told that it was only for one month, and that I would pay as I go. I went to their gym a grand total of 3 times during that month, and then work got more strenuous and I did not have the energy to work out. I stopped going to the gym. I recently found out that they have been charging me $10 per month for the past 11 months. I called the gym to inquire about this and they said to call back when the manager is present. I called back and spoke to the manager, she was very short with me and told me that I would have to cancel my membership IN PERSON. That is simply not an option for me. I am currently in Rehoboth Beach, Delaware. I explained this to her and she said it was not her rule but she will surely enforce it. I asked her if there were any other options and she said that I would have to send a letter certified mail. This may sound crazy, but I work SO MUCH that going to the post office is extremely difficult. It is hard to understand without being familiar with the nature of my job. My car also recently broke down. I asked her for her superior, and she gave me his number and said "my name is [redacted] (I think, I can't remember to be honest), you can complain about me if you want" I told her I am not trying to complain but she hung up on me. I then called the number to the District Manager she gave me, and he never answers. Today was the third time that I called him and decided not to leave a message this time. In each message I gave him a brief yet thorough explanation (the ordeal is quite simple) and left my phone number asking him please to call me as soon as possible. He has not called me in 3 days. They are waiting for me to be charged at least one more time, this is a scam. I have already called my bank and issued a stop payment on their charges. The stop payment is only temporary unfortunately and there is no guarantee from Wells Fargo that it will work at all. They can check their records (you have to swipe a membership card every time you go to the gym) and it will show that I have only been in the gym 3 times within a 2 week period. This membership is not valid at other Planet Fitness gyms. They are aware that I am out of state and are not concerned with my situation. The District Manager is ignoring me on purpose. I understand I have missed out on the 10 months I paid for absolutely nothing, I JUST WANT TO CANCEL and they will not let me. I need help in this matter and I appreciate everything you can do. I bust my back every day for my money and I am proud to be apart of the middle class and the backbone of America. I don't like the idea of being penalized because of how much I work. It is already hard enough on me as it is. I don't need to throw any more money away to a business that truly does not care about its customers. Thank you.Desired Settlement: I just want to CANCEL my membership and they won't let me. I have already paid them 10 months worth of membership unknowingly and I am not even asking for a refund on that. JUST CANCELLATION.

Business

Response:

To Revdex.com,

This letter is to inform you that [redacted] membership has be cancelled AS OF 7/**/2012.

See Attachment.

Please feel free to Contact me at ###-###-####or Via: [redacted], if you need further information regarding this matter.

Review: I canceled my Daughters membership which was being charged to my credit card. In October of 2014. I followed all the steps they required to cancel my daughters membership. Sent them a letter requesting that they cancel her membership,card number etc.... and sent registered mail. Planet Fitness received and signed for it on 11/*/14. My daughters membership has been canceled. I was not billed for November. Then in December a fraudulent charge for 19.99 was on my credit card. I gave them a copy of my bank statement with their charge. I am disabled and went to the planet fitness twice. I called the main office on the website they gave me the number to the ** office. I called them and was told to speak to the planet fitness where my daughter had signed up originally and speak to the [redacted]. I went there and waited an hour while she made calls to their main offices. I was told that their district [redacted] would call me and straighten everything out and reverse the charge. I was given her card with her number tel:[redacted]. Ive called multiple times and have gotten no where not even a call back. Today I called [redacted] and was told that I had to speak with [redacted]. . I'm getting the run around from planet fitness. I called [redacted] and had them put a stop on any further transactions with Planet fitness.Desired Settlement: I feel that they made a fraudulent charge after I canceled the membership and are just giving me the run around. All I'm looking for is to have my charge reversed and have it reported that they have shady business practices at Planet Fitness. They need to take a look at their Customer service dept. because everyone at Planet fitness I spoke to just passed me off to someone else until I finally ended up where I started. Now there District [redacted] is just ignoring my calls.

Business

Response:

Good afternoon.I would need his daughterS names in order to look them in our syysem!please feel free to contact me at ###-###-#### or via Email [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Started debiting my bank account over one year after I joined then canceled my membership. I spoke to [redacted] at the [redacted] location who could not help me and would not give me a billing phone number or tell me a managers name. She went on to tell me that no one would tell me that I'm no longer a member even though I came into the location in January and canceled my membership. She promptly hung up on me.Desired Settlement: 10.00 and all future debits to be canceled.

Business

Response:

To Revdex.com,

This letter is to inform you that [redacted] membership has been cancelled.

Refund of $10.00 has been mailout to the above address.

Please feel free to Contact me at ###-###-####or Via:

[redacted], if you need further information regarding this matter.

Review: Back in 2008 I was a member at the planet fitness on [redacted]. In the end of Jan. 2009 I canceled my membership due to the fact that I was relocated to the west coast. I relocated to [redacted] in [redacted], CA. I canceled my membership before I left because I didn't want to endure any extra charges. 41/2 years later, I'm now receiving letters from them stating I have a balance of $59.98, that needs to be paid. It's been so many years that any correspondence I would have had I've surely thrown away by now. I've tried calling the main office I just get a voicemail never an actual person on the other line. I would like to know why I owe the money, when I canceled my membership before I moved away.Desired Settlement: I would like to know the reason why i'm being charged and if it's legit. If so I will pay what's owed I just don't understand where this is coming from all of a sudden 4 1/2 years later.

Business

Response:

To Revdex.com,

This letter is to inform you that [redacted] membership has been cancelled. There is no balance due at this time.

See Attachment

Please feel free to Contact me at ###-###-#### or Via : [redacted], if you need further information regarding this matter.

Sincerely

Review: I cancelled my membership on February [redacted], 2016. On February [redacted], 2016, I was also charged an annual fee when I am no longer a member and will not be a member for 2016. I spoke to the manager, Jeffrey S[redacted] who informed me that there is nothing to be done. They cannot refund or reverse the charge. This is completely unfair that I am being charged an annual fee for a service I am no longer even eligible to use because my membership has been cancelled.Desired Settlement: I want a refund of the annual fee of $30.31.

Business

Response:

Good AFTERNOONIn order not be charged annual fee, cancellation had to be done by [redacted] of the month as per your agreement.As a courteous Planet Fitness will Refund Annual fee, Please provide BANK STATEMENT showing actual charge and address where to mail Refund check.Thank you [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter will be resolved once I receive the refund. Planetfitness, can you please provide an e-mail address where I can send my bank statement and address. I do not want to provide it here since it might be made public.

Sincerely,

Review: I have been trying to get in touch with some one to cancel my membership and I keep getting the run a round. I moved away where there no Planet Fitness in my area and I was told by one of their employees that I must send a certified letter stating why I needed to cancel the membership. I sent the letter out on 8/**/13 and I have been calling to speak to a manager left my number to call me back and no response. They will not give out the number to their Corp. office so I can clear this matter up.Desired Settlement: I want a call from a MANAGER who will cancel my membership and I want all it all emailed and certified mailed to me that my membership is canceled.

Business

Response:

To Revdex.com,

This letter is to inform you that [redacted] cancelled membership on September [redacted], 2013.

See Attachment.

Please feel free to Contact me at ###-###-####or Via: [redacted], if you need further information regarding this matter.

Review: I have entered into a contract with this company for them to provide a trainer on site five days out of the.

This is the second time that a trainer has not been hired and weeks have gone by without one.

The first time happen in December of 2014, where the original trainer was scheduled to leave due to maternity leave.

The club had enough time in advance to find a trainer, but instead the members and myself were without a trainer for three weeks.

Now again the trainer was leaving and I specifically asked if there was another trainer to be hired and I was told by the manager on site that a trainer was being hired. However, again there is no trainer for the last week and half and non in site to be hired.

This company continues to break its contract with me and I would like for them to hire a trainer and then to also reimburse me for the time that I have not had a trainer.

The trainer is the reason why I chose to join Planet fitness and it is apart of our contract that they would provide one.Desired Settlement: First I want a refund for the months that I have not had a trainer and two that a trainer be immediately hired.

Business

Response:

Good Morning Our Planet Fitness trainer in Flatbush had resigned, in place we had our staff help out with training, in the mean time we where conducting interviews, As of last week we are proud to welcome a new trainer to our facility.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Planet Fitness sends junk mail too frequently. I was once a member and canceled my membership last year. Prior to, during, and after this membership was active, I constantly received flyers in the mail. And these flyers are huge. I can approximate the size to be a 12" x 6" flyer. I have asked in the store to be removed and was told that was "impossible" and "good luck." I called to speak with a manager and spoke to someone claiming to be in a managerial position, but got nowhere with this person either. His response was "I don't control that." I cannot find who does. All I want is to no longer receive mail from them.Desired Settlement: To be completely removed from any mailings from this business.

Business

Response:

Good Morning Membership is cancelled and address removed from Planet Fitness system. Thank You

Review: I signed up for a membership at Planet Fitness at the [redacted] Location, [redacted] in August 2015. In November 2015, I moved and requested my membership be transferred to the Planet Fitness, [redacted] Location, [redacted]. The representative at the [redacted] Location informed me my membership at the [redacted] Location would be cancelled, and my membership was now active at [redacted] location. I had already paid the annual fee at the [redacted] location, so was informed that I would not have to pay the fee again. During my last visit to the Planet Fitness [redacted], I was informed that my dues were still being billed from the [redacted] location and not from the [redacted] location. I am requesting this be resolved since the representative who transferred the membership in November ensured this wouldn't happen. Also, I sent a certified letter requesting my membership be cancelled from Planet Fitness earlier this month.Desired Settlement: Please ensure the billing issue from the Planet Fitness [redacted] location and the Planet Fitness [redacted] in resolved and that my membership is cancelled out.

Business

Response:

Good Afternoon..Membership was canceled in [redacted] and membership was transfer to [redacted] was approved. As of Today BOTH memberships have been cancelled.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Thank you for confirming both memberships were cancelled. Is there any outstanding balance on the account or is it paid in full?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Good morningNo outstanding balance is due at this time!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On Nov. [redacted] of 2015, I mailed a certified letter, as instructed, to cancel my membership with the company. The reason for cancellation was due to complications I had been experiencing during my pregnancy. On Nov. [redacted], 2015, manager Jennifer L[redacted], called me and told me that she had received my letter and that I was better off paying for the months of Nov and Dec ($20 would be extracted from my checking account on the [redacted]) rather than paying $60 to cancel it before the contract was up in January. She also assured me that she would leave a note on my account, stating to cancel my membership starting January. However, this was not the case. It wasn't until February of this year that I looked at my bank statement to notice that they were still taking money from me. When calling the location, front desk representative, Isaiah, told me she was not there but took my information down and said that he would leave it for her to call me. Unfortunately, she didn't get back to me. A few days later, I went to the actual location, spoke with both Isaiah and Erica at the front desk because Jennifer would not come out to speak with me. She did, however instruct Erica to tell me that she would have to contact corporate and "ask" if they would be willing to give me a refund. Beyond frustrated at this point, Erica looked at my account and saw that there was a note stating that my contract was in fact, supposed to be terminated, effective January, 2016. She then told me that it wouldn't automatically cancel and that it was my responsibility to call and make sure it was done. What is the point in telling members to send a certified letrer for cancellation if they are not going to adhere to their own rules?! I did what I was supposed to do and they did not. I am struggling financially at the moment and expected to deliver my son any day now...I have neither the money nor time to be focused on this. I have tried to rectify the situation with them but there has been no resolve. Please help me. Thank you for your time and attention to this matter.Desired Settlement: I would like to be refunded the money that was removed from my account for the months of January and February, immediately.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I moved to [redacted] and this business does not have any locations in my area. I have contacted them for assistance on help and they refuse to help. They can not provide the service I am paying for in my area and refuse to void the contract or assist me with help.Desired Settlement: To cancel the contract and stop billing me.

Business

Response:

Hey [redacted],I hope your new location in ** is treating you well !! The summers won't be as hot as Yuma of course.The [redacted] group has not gotten to open a PF location yet near [redacted]. This type of situation has come up before. And normally a member then just sends us a letter via certified mail with a letter and copy enclosed so we can process a cancellation same day.If you can reply to this email with a scan of your current proof of address we can take care of that cancellation for you as you requested (your new ** ID with current address). This will waive the $58 buyout fee normally associated with an early cancellation prior to the 12 month minimum term. You could also send an email to the club directly at [redacted] with your info and scanned copy.We can then cancel your membership the same day as requested!!!Hope your new adventures up north continue to enrich your life and we are glad that we could resolve this concern.Thanks,[redacted]Regional Manager Planet Fitness

Consumer

Response:

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.

I see the kind gesture of waiving the $58 fee but this has been on going since January of 2015. I would also want to be refunded for those (3)months you charged me since it took a third party to escalate the situation this far.

Regards,

Business

Response:

[redacted], I am surprised by the response you sent to the Revdex.com. I thought we responded quickly and completed 100% of your initial request.Desired Settlement: To cancel the contract and stop billing me. So just to confirm: We agreed to meet your original desired settlement in its entirety. And your response was to reject it as you know would also like a check refund that was never listed? Again, I am sorry for this confusion, but this could have been avoided if you were to reference the original agreement you received when you joined. Where it covers that it would have been best to cancel in person at the club, but after moving you could have sent a certified letter to the club with proof of address which would have still waived the buyout fee as you live more than 25 miles from a Planet Fitness. All of these member protections are in your agreement. You never sent even one email to the Planet Fitness club or anyone at PF before. I just want to be clear on your new conditions were because you could not solve it with us as you said, however if we never get a contact email or letter from you it is responsibly unfair to say that. If you had ever contacted us by email this exact issue would have been avoided. We will fulfill your original desire exactly as you wish. We can not reasonably fulfill your additional request. I am sure the Revdex.com would agree that if a business does exactly ad requested, and then the individual would like additional things, that it is highly strange.Thank you and have a great week !!

Review: I cancelled my membership September 9, 2013 before the deadline to be charged another month. In October of 2013 I realized they charged me for September and October of 2013. I called the planet fitness in west mifflin, pa and the paperwork was sent in and I received my refund about 2 weeks later and was told we don't know why you got charged your membership was cancelled. I checked my bank account on November 15, 2013 and no charges were taken out as that was the date every other month they took my payment. On December 19, 2013 I checked my statement and charges were taken out November 17 and December 15. I once again called, I talked to [redacted] who took my information and stated again we don't know why you keep getting charged. She said she would file the paperwork and I should get my refund in the mail. Well January 15, 2014 came and no charges so we finally got that fixed, but no refund. I called about every 2 weeks talking to [redacted] every time as I was told she was the one who deals with refunds. She stated I keep emailing them about this, I do not know why you haven't received your refund. At one point an employee gave me the corporate number to call because [redacted] wasn't in that day and when I called they couldn't help me, just as for my information so they could talk to the regional manager. Something they had already done. I feel at a lose of what to do, I get the same run around every time it call and I get nowhere and I feel helpless. It is now April 1, 2014 and I am still waiting for my refund, 3 months after my initial call in December 2013.Desired Settlement: I would just like my $19.99 per month for those 2 months refunded to me. A total of $39.98

Review: In the beginning of Febrarary I took the time out to send them a certified letter to cancel my membership with my contact information. No one contacted me so I assumed my membership was cancelled. On February 16th I seen the debit of my checking account from the gym. I phoned this location which told me that it was cancelled in July. When I asked for the Manager, this person told me she was the Manager. When I asked why she did not call me to tell me where to send the letter to, she then said she was the Assistant Manager. She would not proceed with cancelling my membership or refunding the money that was taken out. I proceeded to call their main office in [redacted]. They stated that their locations "Do not have to cancel membership when I write a letter stating to do so" and that I cancelled my membership in July to another location. This is impossible because I was still in [redacted] at that time and using their gym. When I told them I would have to go to my bank to fill out a fraud request, she said, "We will just have to put you into collections". First, if I was cancelled in July they would owe me $160 for cancelling me. There are documents online stating I am still a member of this gym, if they cannot see that it says something different on my this is not my error as it is their website that is incorrect, someone could of called me to tell me the correct procedure, and threatening to ruin my credit is not right. I proceeded to message their [redacted] page but, was only ignored. I paid for my 12 months and their yearly fee. They should not be charging me any further since I have taken the appropriate steps to cancel my membership. I have not used their gym for several months and I have paid my dues.Desired Settlement: I would just like my membership to be cancelled, I am already working with my bank to resolve the issue on their end since I have documentation that they had no right to take out the membership fee, in turn I need to close down my checking account so they will no longer be able to take the money out, and to not put my account in collections.

Business

Response:

To whom it may concern,

Review: I moved out of the area, called to cancel my subscription, girl told me to send cxl request in writing....NEVER TOLD ME IT HAD TO BE SENT CERTIFIED!!! I mailed my cxl letter January 22, 2013....they obviously threw it in the trash because it wasn't sent certified.....and continued to [redacted] me by taking my hard earned money out of my account.....I had a death in the family, lost my job, and other personal issues and never noticed the continued automatic withdrawals until August 2013!!!! I called and spoke with the General Manager of that Planet Fitness...he was RUDE... and he was well rehearsed when he explained that the contract I signed stated the cxl request HAD to be sent via certified mail, or in person.....I know he has had to explain that fact thousands of times! He threw it at me over and over again on the phone, and would not take into account that his employee had EVERY OPPORTUNITY to tell me on the phone that it had to be certified, but she CHOSE TO OMIT that important fact knowing perfectly well that my request would be thrown in the trash and Planet Fitness would still take my money....They have NO INTENTIONS of refunding my money, no intentions of making any exceptions given my personal circumstances, no intentions of resolving my complaint....Desired Settlement: I want a refund of Feb, March, April, May, June, July, and August's payment....20 dollars each month!

Business

Response:

Dear [redacted]

I'm writing this letter in response to the claim submitted by [redacted] on 8/22/2013 with the assigned ID of [redacted]. [redacted] claims to have sent us a letter in January of 2013 stating to cancel her membership. She claims that the letter was sent and that we purposely threw her letter away with the intentions to continue to bill her. However, we will cancel anyone's account via mail even if the letter is not certified. We ask for certification so that the member can receive confirmation of cancellation if they can't come in person to cancel. Furthermore, we have no records of receiving such letter at that time nor does she. [redacted] is requesting that we refund her all monies paid after January 2013. We are unable to refund [redacted] due to insufficient proof of a letter being sent. Her membership was cancelled on August 22,2013 when we received a letter from her. She requested that we contact her when the letter was received by us. I [redacted] (General Manager) of Planet Fitness West Mifflin contacted [redacted] about the cancellation letter and told her since there was no evidence of a cancellation being sent at that time and no proof that we would be unable to refund her. I have also attached a scanned copy of her agreement of the day she signed up for a membership at Planet Fitness. Her agreement was explained, underlined, and was given a copy for her records. It clearly states in the agreement that to cancel your monthly membership you must come in person or send a letter via certified mail. I hope this letter and copy of her agreement will serve this case well and relinquish Planet Fitness from any blame as we would never maliciously take anyone's money illegally especially if they had cancelled. If there was such an error and we have proof that we caused an error we would refund all money owed to her, however there is lack of sufficient proof to refund her money. If you have any additional questions about this particular complaint please feel free to contact me, thank you.

[redacted] (General Manager)

Planet Fitness West Mifflin

###-###-####

Consumer

Response:

09/16/2013

Dear [redacted],

I am writing this letter to reject the response I received from Planet Fitness for the claim I submitted on August 22, 2013. The assigned claim ID is [redacted]. I am disputing [redacted] response that I do not have any evidence of sending the membership cancelation letter in January 2013.

I moved in January, and there is no Planet Fitness available to me within a reasonable traveling distance. This is the reason why I wanted to cancel the membership. I did not have the original signed contract in my records, so I called Planet Fitness on January 26, 2013 at 1:44 pm. The purpose for this call was to find an alternative way to cancel my membership without having to go there in person. Their employee informed me that I would be able to cancel my membership through the mail. Nobody ever mentioned that I should send the cancelation letter certified.

I have attached a copy of my phone records to prove that this call was made. I have also attached a copy of the first cancelation letter I sent to Planet Fitness in January, and a copy of the second letter I sent to Planet Fitness in August. I sent the second cancelation letter to Planet Fitness certified and requested that somebody contact me to confirm that my membership was canceled.

After I received confirmation that Planet Fitness received my letter, Planet Fitness contacted me, as I requested. I spoke to [redacted], the general manager.

I explained the situation to him, but he did not seem to care that they continued to take money from my account after I thought that my membership was canceled. He said the

only evidence that they would accept as an attempt to cancel my membership was the receipt from the post office showing that I sent the cancelation letter to them "certified".

I told [redacted] about the phone call I made in January, and the copy of the member cancelation letter, and he laughed and said, "How do I know you didn't write it just

now?" I want to know why it is fair that they take money from my account when they failed to tell me that the cancelation letter had to be sent certified. I made that phone call

in January, and I have proof of that. I would not have had any problems sending that letter certified. They took advantage of me.