Planet Fitness

Review: After several attempts to get a phone number for their billing department, I am now forwarding my complaint with you. Planet Fitness "claims" that they do not have the number to the "outside" billing company so I may cancel my membership. I am VERY umcomfortable that my checking account information is with a company that I can't get in touch with. With this being said they have billed my account multiple times and have now caused my checking account to overdraft by $216.00!!!!!!!! This is poor customer service to not let me know who has my account information, and when I ask at the club they all tell me the same thing. "We don't have the number. It is an outside billing company."Desired Settlement: I would like for Planet Fitness to cancel my membership with no penalties and I would like to have my checking account set right due to their carelessness. This being said I would like a refund of $216.00 to put back into my account. This can be in the form of a check because I will be closing the account that they do have since I have no idea who has my account information.

Thank you

Business

Response:

Ms. [redacted] has been a member at Planet Fitness since August of 2013. -At which time she signed a contract for one full year (12 months). The contract states several things including, but not limited to Planet Fitness' cancellation policy as well as the date the annual fee will occur. The cancellation policy is as follows:

"To cancel your monthly membership and stop the billing on the 17th of the month, the club requires written notification by the 10th of the month delivered to the club in person or preferably via certified mail."

If Ms. [redacted] can provide the manager of the [redacted] Planet Fitness with any such proof of cancellation, we will submit a full refund.

The contract also informs the member of when the annual fee will occur. It states:

"An annual membership fee of $39 will be billed each year of your monthly membership on or around the 1st of June to the account on file. In order to cancel the billing of this annual fee, the club requires written notice and cancellation of your membership on or before the 25th of the previous month." (May 25th)

If Ms. [redacted] followed proper procedure and did in fact cancel her membership on time, she will be able to provide written proof and we will provide her with a full refund. If she cancels before her 12 month commitment is over however, there will be a $58 buy out fee which is also clearly stated in the contract she signed last August. Once her 12 month commitment has been fulfilled, she may then cancel according to policy and as long as her account is up to date, without any past due balance, without any penalty. If the membership is not cancelled at all, it will continue, even after the 12 months, on a month to month basis.

Ms. [redacted] can pick up a copy of her contract at any time at the [redacted] Planet Fitness if she feels the need.

Any further questions can be taken to the manager of the location. His name is [redacted].

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.

This in no way has given me a response as to why no one at the business would give a phone number so I could call. Not one single person stated that I could write a letter. I realize that I have a contract but this billing is ridiculous. If they do not wish to refund me then when my contract is up I will cancel and never do business there again. This has caused such problems for me financially. I know a major club like this has the means to give a refund.

Regards,

Business

Response:

A phone number was never given because there literally isn't a separate phone number for a billing department. I'm sure Ms. [redacted] was told this. The number she used to reach the front desk is where all billing inquiries are dealt with. Our managers and staff members are very well trained to answer any and all questions when it comes to billing and cancellation matters.

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.

Just forget it. This company is not worth my time. I just know now who not to deal with in the future. By the way Planet Fitness I am not the only person this has happened to. The staff at the store did not know what to tell me about the billing. All they said was that it is an outside company and we have no control over it. Bull carp. Take your free money that you got from me and spin on it.

Regards,

Review: On July 9, 2013, I went into the Planet Fitness to cancel my membership. When I got there, I was told by Matt, the General Manager, I was not able to cancel my membership unless I pay $39.00 for the membership fee that was returned by my bank. I had recently had switched banks in May and submitted my new billing information on 05/31/13 and the membership fee was drafted from the old account but the monthly fee drafted from my new account on 06/17/13 with no problem. When I told him I was unaware that there was a balance due, Matt told me I wouldn't be able to cancel until that was paid. Planet Fitness has a policy that all billing information or cancellations must be done by the 10th of the month and anything submitted after the 10th would not take effect until the 17th of the next month. When I told Matt I was never informed that there was a balance and it didn't seem fair that I wasn't able to cancel my membership just because they didn't properly inform me or draft from the correct account when I had done everything their policy stated and because he was saying I couldn't cancel, I was going to be charged another month when I hadn't been in months. Matt told me that he would freeze the draft that was set to come out on 07/17/13 and I would have until 08/10/13 to pay the $39.00 and cancel. Today, I had a draft for this months payment. When I called the facility, I spoke to [redacted] who told me that I hadn't updated my billing info until 06/05/13 but then said I updated it 05/31/13 and then said the draft for the membership fee was due 06/01/13 and I didn't get my change of info in soon enough. No where does it states specifically that you have to have your info changed by mid May for the membership only. Then Matt, who I spoke to on 07/09/13, wouldn't get on the phone to talk to me, would only relay info to [redacted] and then changed what he had previously told me about the draft for today. I would rather pay a higher fee for the Y because it's obvious cheaper fees = crapy customer service!Desired Settlement: DesiredSettlementID: Other (requires explanation) I am requesting that I be refunded for the payment drafted on 07/17/13 for $20.05 and the $35.00 overdraft fee that my bank charged and that the $10.00 return check fee Planet Fitness placed on my account for the $39.00 membership fee for their failure to draft from the correct checking account. Based on their policy, I had done everything I needed to in order to change my information by the 10th of the month.

Business

Response:

In response to Ms. [redacted]'s complaint we, Planet Fitness, are resurrecting the situation by doing a couple different things. First off, we are going to see what can be changed on the "Membership Agreement" in terms of WHEN members must update their billing information. The agreement at this moment does in fact neglect to inform recipients of the seven days needed to process new billing information. We intend to have our Membership Agreement updated to include a new policy which informs members of when their new billing information is needed in order for it to be in effect for the next bill date. Hopefully by doing this, we can prevent this exact problem from occurring again. Secondly, we are going to refund Ms. [redacted] for her July 2013 monthly dues ($20.05). Next, we will contact her bank to see if the $35 overdraft fee can be reversed. Lastly, her Annual Fee, which is currently a balance she has with Planet Fitness, will be completely waived. -A total of $39.00 Ms. [redacted] has already been contacted today. She was appreciative of the efforts we are putting forth to correct this situation. And she plans to accept the refund of her money.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Review: On October 1st two charges of $29 (total of $58) were posted to by back account without my knowledge. We were NOT notified of this prior to the charge. I have gone to the Roanoke branch, spoken with the branch manager and called corporate. We were furloughed do to the government shutdown and cannot afford this charge. Nobody has been willing to assist us on this charge. We are also going to dispute this charge through our bank, all they keep telling us is we signed a document and they have the right to charge our account a yearly fee. I never authorized them to draft my account and I don't care what document I signed if I am paying for a service in the future then I am entitled to get my money back if I choose to not participateDesired Settlement: I would like my account refunded the total amount along with a cancellation of both me and my wife's account.

Business

Response:

Unfortunately, there are very strict rules on which members can be refunded for the Annual Membership Fees. There must be a mistake made on the company's behalf before any refund can be made. In order to avoid the billing of the October 1st Annual Fee, a member must cancel their membership on for before the 25th of September in order to give the company a sufficient amount of time to process the request. The fee was agreed to at the time of sign up and no attempt to cancel was made until AFTER the annual fee was deducted from the account. There fore, a refund isn't possible. If the member still wishes to cancel they will need to do so according to policy, which states: "To cancel your monthly membership and stop the monthly billing on the 17th of the month, the club requires written notification by the 10th of the month delivered to the club in either person or preferably by certified mail."

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. Well just like the house and the senate you seem to be missing the point of good working relations. I can do simple math in my head of the Planet fitness fees that were drafted from my account every month for the past 3 years, but I will spell it out for you because you don’t seem to be very business savvy or understand customer service and satisfaction. So let’s do some simple addition shall we: $10 membership fee for me + $10 membership fee for wife = $20 per month. So we've been with planet fitness for 3 years or 36 months. So $20.00 x 36 months = $720.00 total, not to mention the 29 dollar fees that apparently is ok to be withdrawn from my account without my consent. So from a marketing stand point we seem to be an ultimate consumer that has been with the company for an extended period of time. Now let’s not forget the 80/20 rule, just in case you don’t know it: approximately 80% of a business’s sales come from 20% of your customer base. Well if I’m not mistaken I believe we’re part of the 20% that were just discarded. So thankfully for your ignorance I just cancelled both my memberships and saved myself $240dollars a yearJ, also I have the prime opportunity with my word of mouth to spread the horrible customer service I received at Planet Fitness. To get to my point I do understand I signed a contract with Planet Fitness, but I believe it is your responsibility to inform the customer when extra money is withdrawn from their account. I was not notified. Also if I'm not mistaken when we were charged for the $58.00 that was a fee for future service, well now I canceled my Membership so I should be entitled to a refund for services not provided, unless of course it’s in the contract that you have the legal right to charge a consumer and not fulfill your part of the obligation. Of course all the business law books I’ve read refute that. So if I didn't receive such horrible customer service and given such a run a round and NOTIFIED that 58 dollars was going to be robbed out of my bank account, you would still be getting (10+10) x 12 = $240 + $58 = $298 a year. But instead you get $0 a year. so maybe you should have STRICT RULES on customer service and customer satisfaction. Regards,[redacted]

Review: On January 8th I moved from North Huntingdon, Pa to North Carolina. Upon reaching my new home I went through my accounts and memberships to update any information. It was then I realized that I was out of reasonable range of any planet fitness.

I called Planet Fitness North Huntingdon in mid January to request a cancellation of my membership. Explained I had moved out of range of any Planet Fitness locations. The employee I spoke with took my name, phone number, and requested the address I had registered my membership with. I was told that they would take care of the cancellation.

Today, February 17th, I found that I've been again charged $19.99 for a Planet Fitness membership. I called the gym again and this time was told the only way to ever cancel a membership is either in person or by sending a letter in the mail. I explained that is not what I was told previously. The manager I spoke with told me she had no record of my call and refused to address the miscommunication. In addition this unexpected charge has resulted in additional charge from my Bank. A fee of 36.00 has been posted to my account.

Had I been informed that in order to cancel my membership I needed to send a letter, I would have mailed it out the day of my original call and never been charged for February. I was ignored when requesting a refund for February and told that the problem would not be addressed or corrected. I would like to stress that I do not object with their policy on cancellations, my complaint is that I was originally misinformed by an employee as to that policy, resulting in a financial loss.

I have drafted a letter and will be placing it in the mail to go out tomorrow, Feb 18th.Desired Settlement: I want my money back for February, and the additional charge refunded & my membership cancelled immediately upon receipt of the letter. With a confirmation call to let me know the account has been cancelled.

Review: This is filed against the manager, staff, and district manager of the Planet Fitness in Fredericksburg, VA. All I wanted to do was sign up for a promotional membership. No one at the center had any intent to assist me. They laughed at me, told me I had to take a 20 minute tour of the facility before he would sign me up. He absolutely refused to give me the promotional price even though I was just 12 hours over the end of the promotion. I could not sign up online as it would not take my information. So I went back (second time). The female staff had more interest in gossiping at the counter and ignored me. When I finally got one of their attention to try to go online and finish my application, she and the others thought it was very amusing that I was born in 1950. After all this I got angry and raised my voice. NONE of them knew a thing about customer service, making the customer feel welcome, and serving their needs. Instead, the manager came over, said he had heard it all and made absolutely no attempt to solve my problem: just to sign up and begin using the gym. Period. Instead, he told me that there are other gyms I can go to, and to GET OUT. What kind of company is Planet Fitness? I have NEVER been treated in such an unprofessional manner. Not one of them cared at all. I finally got he regional manager in Roanoke and she of course did not have any interest in solving my problems either. She said her manager was right and I was wrong. Again, WHAT KIND OF A BUSINESS IS THIS? I guess they have all the memberships they want. Please assist me. Yes I did raise my voice and get angry. Anyone at the Revdex.com would have too being treated in such a way. On 2 occasions.Desired Settlement: DesiredSettlementID: Other (requires explanation)

DesiredSettlementID: Other (requires explanation)DesiredSettlementID: Other (requires explanation)I want a membership in Planet Fitness at $10 per month with no contract. I want this membership on a complimentary basis for 12 months beginning January 1, 2014, due to the unprofessional manner in which I was treated by the regional manager, the local manager, and his entire staff. I went there in good faith to sign up and was treated in the most d

Business

Response:

I spoke with the company and they stated that the consumer came into the facility the first time and the employee offered the consumer a tour. The consumer got upset and left the facility. The second time the consumer came back in for a membership, a different employee offered a tour and the consumer got upset again and left the facility. The third time the consumer came in for a membership, the offered the consumer wanted was expired. The manager apologized but that offer was expired. The consumer got upset and angry and the manager had to tell the consumer to leave and not come because the employees were scared because of the previous times the consumer came in for membership. The consumer has been denied membership from the owner and the corporate office.

Review: Planet Fitness has made it impossible for me to cancel my membership. I have not been to the gym since February 2013 and have paid my monthly dues anyway. I went to the website on May 27 to cancel my membership and was unable to find anywhere to do so. I removed my billing information from my online account so I would no longer be billed for a membership. Come mid-June, I was billed the $20.05 anyway. I also received an email from Planet Fitness stating they were unable to bill me for the annual fee. I received a letter from Planet Fitness that I owe them $49. $39 for the annual fee and $10 for the service fee for the payment being rejected. I emailed them and asked them to cancel my membership. They responded that the only way to cancel my membership was to go down to the gym and cancel in person or mail in a letter. Changes have to be done before the 10th of the month in order to not be billed again so I went down to the gym on July 9th and requested to cancel my membership. The girl at the counter said I could NOT cancel my membership until I paid my overdue balance. I told her that I would not be paying the overdue balance since I had not been to the gym since February and tried to cancel my membership previously on the website and via email. She told me that I had to pay it anyway. I asked to speak to a manager and she said the manager would tell me the same thing.I then went home and emailed Planet Fitness again and told them that they had to cancel my membership, stop trying to bill me, and to credit me the $20.05 from June and to not bill me any more. They responded that I had to pay my balance before my membership could be cancelled and that if I tried to cancel my credit card or close my checking account, I would still have to pay my balance. They also said I would incur a $10 service fee every time a payment was returned / rejected.\par Product_Or_Service: Planet Fitness Membership\par Account_Number: [redacted]\par

Desired Settlement: First, I want my membership cancelled. They would not even let me fill out a cancellation form at the gym because they wanted the overdue balance paid first. Second, I want the overdue balance cleared on my account with them because I no longer go to the gym and should not owe them any more money.Third, I want the $20.05 from June credited back to my account. I will also need the $20.05 I will most likely be charged in July credited as well.

Business

Response:

Planet Fitness has very strict policies and procedures in which we always follow. If a member wishes to cancel their membership, they are required to do so either in person or by certified mail on or before the 10th of each month. This policy is listed in the Membership Agreement (which Ms. [redacted] signed and initialed stating she understood this policy) and is explained to each customer at the time of joining. Attempting to cancel online or through email would be unsuccessful. Another part of the policy is that a member cannot cancel a membership if they currently have a balance on their account. Ms. [redacted] had one from the annual fee. Her total balance was $49. Although we did NOT receive this balance from Ms. [redacted], we, as a courtesy, cancelled her membership anyway, so she will not be billed anymore. However, due to the fact that there was no mistake made our end, we will not be refunding Ms. [redacted] for any monthly dues that were paid.

Review: Planet fitness is billing me after I cancelled my account. They told me I never cancelled my account and continued to draft money from my bank. I had to put a stop payment on my bank account and then Planet Fitness sent me a bill for $60. When I called to tell them my account was cancelled months ago, they hung up on me. I called again and they told me they sent my balance to collections and there was nothing they could do for me and refused any wrong doing. They also told me they had no documentation of my canceling the account. I told them it was not my problem that they did not document the cancelation and they hung up on me again. I now have a bill in collections for no reason. I had already fulfilled my contract with planet fitness. I had a contract for 12 months, but paid for 2 years. In all, they illegally drafted $60 from my account, and are billing me for another $60.Desired Settlement: I want to be reimbursed for the illegal drafting of my account, ($100) and the bill in collections to be off my record. I would also like to be taken completely out of their system so they can no longer bill me unlawfully. They should pay me for the continued harassment and stress they have put me through the last 6-7 months.

Business

Response:

Ms. [redacted] attempted to freeze her account in September 2015 at which time she was informed she could not freeze the account over the phone and that the only reasons accounts were allowed to be frozen were for medical or military reasons. Ms. [redacted] never came into the club to cancel or fill out a freeze form. In October we attempted to draft Ms. [redacted]'s account and a stop payment was placed on the draft. After 2 months of non-payment her account was cancelled due to non-payment. In February of 2016, Ms. [redacted] attempted to reinstate her account with Planet Fitness but did not want to pay the $60.10 outstanding balance. The balance remains on the account. Until the balance is paid off Ms. [redacted] will remain inactive in our system.

Consumer

Response:

I have reviewed the offer and/or 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.

The business is not addressing the issue what so ever. I cancelled my account via the phone. Then months later they tell me it isn't possible to do it that way. I will not accept responsibility of charges on my account because an employee at Planet fitness was not trained properly on how to cancel accounts. To my knowledge my account had been cancelled. Which is why I never checked into the gym since I knew I no longer held a membership. I put a stop payment when I realized they were drafting from my account after I had cancelled. When I decided to start a new membership, they informed me I had never cancelled and I had this outstanding balance. They told me nothing was their fault and that they had sent the bill to a collections agency. They offered no sort of apology for what they had done and ended up hanging up the phone on me. They have lied several times when I had called in the past and told me that because they have no notes on their computer system about my phone call that it didn't actually ever happen. Obviously when its a complaint the employees just decide not to document the phone call at all. They owe me the money that they illegally drafted from my account, and I expect the "bill" be wiped out of the collections agency immediately with no traces of that on my credit score.

Regards,

Review: I recently sent a letter to Planet Fitness and have called several times to cancel my account with them and for them to stop charging me. Well now it has been 2 months and they are still charging me. I have signed a letter that stated that they were to stop payments and to stop taking money out of my account and I have not hear anything from them and they are still taking the money out!! I signed up and I have never stepped foot into their establishment. I further asked for a full refund since it was never used. They told me that they would not be able to refund any money to me. All I want is my money back into my account.Desired Settlement: $250

Review: In July 2012 I signed up for planet fitness online then my son became very ill and I was unable to join the gym officially. I called them at the Brandon Ave location and was advised that I would not be billed out of my checking account for the membership since I wanted to cancel it. I have called the gym several times, they will not cancel my membership that I never used. It has been a year now and I was charged a $40 annual fee in July 2012 and also a $40 annual fee in 2013. I have also had my checking account debited $20.05 for the past 13 months and no one will stop this. I want all of my money refunded due to misinformation and the fact that I have never even been able to come to the gym due to a handicapped child. Planet fitness in roanoke has taken around $340 from my bank account in the last year for services never rendered and they told me everytime that I called that the debits would be stopped and I would be refunded.Desired Settlement: I want ALL debits from my bank account to be stopped immediately and permanately and I want the money Planet fitness in roanoke has taken around $340 from my bank account in the last year for services never rendered and they told me everytime that I called that the debits would be stopped and I would be refunded, refunded back to me ASAP.

Business

Response:

Ms. [redacted] joined online which automatically activates the membership and she also accepted the terms of use which include details of our cancellation policy. Our cancellation policy states that cancels are to be in writing either in person at the gym or by certified mail. We do require DOCUMENTATION to avoid confusion and error. That is why we do not perform cancellations over the phone. I spoke with Ms. [redacted] and apologized for any miscommunication and have since cancelled the membership so that no more payments will come out. I am unable to refund any money due to two statements on the agreement that Ms. [redacted] signed. Under item #6 on our agreement it states that you must notify Planet Fitness within 60 days of a claimed error on your bank statement or credit card statement . It also states under the same #6 item that if you claimed your monthly dues were not stopped when you documented it with Planet Fitness, you must have written proof (which we provide) or Planet Fitness will not reimburse you for any deductions which you claim should not have been deducted.I do have the original agreement for review if needed.Thank you,[redacted],Manager, Planet Fitness Roanoke

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.I do not accept or agree with this as I have advised that I notified Planet Fitness in 2012 to stop my membership due to health reasons and due to an ill child. I want all of the money that you took from me refunded for services not used. Regards,[redacted]

Review: My son had his membership dues coming out of his account, he got into some financial trouble and I had the membership transferred to my account. He could not cancel the membership until he paid a balance of $60.10 that came from bad withdrawls when it was coming out of his acct. So on April 7th I went into Planet Fitness and [redacted] waited on me. I told him that I needed to pay the past due balance of $60.10 and I wanted to cancel the membership and stop it and make sure it didn't come out of my account any more. He took my payment and then handed me a form to sign. I asked him to clarify that the payment would not come out this month, and asked for a copy of the cancellation for my records and he said that was all they had that I could just use my receipt where I paid the $60.10. I felt like that was odd but took him at his word. So on 04/17 the monthly membership dues came out. I called and spoke with Sheila who advised me that there was nothing that Plante Fitness was going to do, that I signed the wrong form and they were not going to reimburse me my money. I told her I felt like [redacted] was incompetent because when he assisted me on the 7th he was looking around and not giving me his undivided attention. I asked who the manager was and called back a little while later and spoke with [redacted]. She told me the same thing. She proceeded to tell me that [redacted] was a bright kid who was actually going to medical school, etc. I interrupted her and told her I really didn't care about what [redacted] was doing with his life I am broke and they just basically took the last $20.05 out of my acct until I get paid and refuse to reimburse me. She told me that she was going to do me the couristy of cancelling over the phone but since I interrupted her she was going to make me come in and sign the form but still wasn't going to reimburse me my $20.05. I went in during my lunch break and signed the form.I told her that I felt like I was the one being punished for being given the wrong form.Desired Settlement: all I want is my $20.05 back.

Business

Response:

[redacted] claims that she cancelled her son's membership the same day that she came in to pay the balance of $60.10 that he owed Planet Fitness. At Planet Fitness, we require every change from a married name change to billing information to be completely documented. This of course includes a very important cancellation. [redacted] would have had to fill out a cancellation form in order for the membership to cease and payments to stop. We do not have any documentation of the cancel, only the signed copy of the file maintenance acknowledging that she paid the balance. We have members come in on a daily basis and pay balances that fully intend on remaining a member. If [redacted] had made it clear to my staff that she intended to cancel the membership, I feel very confident that it would have been taken care of. Our staff is VERY thoroughly trained and is not allowed behind the front desk alone until they have passes a series of written and applied quizzes. As you can see, we offered to cancel the membership over the phone, which is strictly against our policy, but [redacted] was willing to bend the rules at that point since [redacted] was obviously unclear about what she had signed when she came in to pay the balance. She was extremely disrespectful to me and to [redacted] even though we were trying to help as well we could within our means. She did come in and fill out the proper paperwork to cancel the membership and stop the membership payments. [redacted]

Consumer

Response:

This is not an offer. In my opinion the company should have honored what my intentions were. It's clear they want to blame the customer rather than do what's right and be a reputable company. I admit I was rude because I think it's wrong the way companies treat consumers these days. When I grew up and got out in the work force the first thing I learned was the customer was always right. There was no sympathy and they have taken no accountability...they are basically stating no way were they at fought, in no way shape or form are they stating well it could have been a possibility that there was a misunderstanding and will make things right...nope not going to happen. I can promise you that if a video was recorded and played back on my initial visit I explained I wanted to pay and cancel and when I asked for confirmation he advised me to hold onto my receipt because I was not being given his undivided attention. He was too busy looking around. It appears corporate trains their managers to operate in this manner, And it's even more disturbing that someone would want to work for a company that runs their business like this. If you read reviews on line they state difficult to cancel membership, they want that $20.00 especially when they know you are no longer going to be a member, why would they care about pleasing you.To me this complaint was more about the way they treat you when you no longer want to be a part of their membership than it was the $20.00. It shouldn't have been an issue reimbursing me, as many people as I see going in and out, with that it is clear this company and it's employee's ([redacted] and [redacted]) have no values or integrity. Regards,[redacted]

Business

Response:

Every company has policies and procedures that must be followed. Without them, businesses would gradually disintegrate. Planet Fitness' policy on refunds is this: If a blatant error of which can be proven with documentation has occurred, a refund will be issued. Our cancellation policy allows members to cancel in two easy ways. The first is in person at the club, at which time the member simply says, "I would like to cancel my membership." -Or something of the sort. This isn't a statement that is easily misconstrued or misinterpreted. The second way to cancel a membership is by sending a letter of cancellation by certified mail to ensure the letter reaches it's destination. Both of these procedures will leave the cancelled member with verification of the cancellation. In the first instance, a carbon copy of the cancellation form, and in the second instance, a small post card that's been perforated by the post man and signed by a staff member at the final destination. Both of these procedures are outlined and explained to each member at the time of sign up. The question at hand here is whether or not [redacted] understood that the member desired to cancel the same day she paid for the past due balance. As stated to the member during her phone call, [redacted] is a very bright and attentive young person. He was quick to learn during training and is one of the most reliable staff members Planet Fitness has ever had the pleasure of employing. We spoke to [redacted] about this matter. He, without hesitation, confirmed that she, the customer, did NOT make it clear she wished to cancel the membership. She only stated she wanted to pay the balance. If he misunderstood her in the first attempt to cancel, when she asked him to verify the cancellation, he most definitely would've understood she wanted to cancel at that point. He definitely would not have just told her to "keep the receipt." Being non-attentive and/or neglectful is not and has never been part of [redacted]'s work ethic. I would never question his competency either. The frustration from the customer is understandable. The $20.05 deduction was the last bit of money in her account until payday. However, the rudeness and interruptions from the customer made it very difficult to follow her story and consequently believe she was truthful. -Especially considering there is no motive behind [redacted] having not cancelled the membership. He gets nothing out of this. I did offer to cancel her membership over the phone out of courtesy, but told her that it would be a good idea if she came to pick up the carbon copy of the cancellation so that she finally had proof of the cancellation in her hands. The customer did just that. She came in at her lunch break and we filled out the form together. If businesses issued refunds to every customer who claimed they cancelled or intended to cancel services, companies in the service industry could not remain in business. We ask the the customer understand management was simply abiding by corporate policies and procedures.

Consumer

Response:

The amount of members that this establishment has $20.05 is petty to them but it was the last $20.00 I had in my account till payday and that just further explains how yes I was upset At least I admit my mistakes. This company will never admit any possible misunderstanding was made on their part and honeslty it's more about the principle of the matter than it is the $20.05. The fact that they state that my rudeness made me not truthful? Seriously? So everytime a person gets mad or wronged that makes them not truthful? I got mad because I knew what my intentions were and [redacted] did not give me his undivided attention and I have been nothing but told thru this whole incident that I am rude, extremly disrespectful and a nontruthful person which upsets me more. Never once thru this whole incident has Planet Fitness accepted any accountability or had any empathy over the misunderstanding regardless of whether it was theirs or mine. It's employee's and not being a company of values and integrity is going to drive this company to "gradually disintegrate" not a $20.05 refund. Until this company accepts some accountabilty there is nothing else to dispute. We will continue to go around and around over whos misunderstanding it was. Regards, [redacted]

Review: In August of 2014, I opened up a membership with Planet Fitness. Upon opening my membership they asked for a credit card to put in the system for payment purposes and to pay the initial account fees. They asked for a check to make the monthly payments. I did not have any checks with me so I told them I would do this at a later time. The employee stated that I could fill out this information online. I filled out this information online and made my first payment. The payment was for $20 which is twice the amount of the agreed upon membership fees. I then received another past due notice the next month for $20.00. After waiting on hold for 20 minutes I found out that the $20 fee was the agreed upon $10 fee plus a $10 service charge fee for not being able to process my billing automatically. This infuriates me. The customer service person said that my specific gym requires a payment to be made by bank account only. I was not told this by any employees or anywhere online when I added my billing information. I don't understand how it is possible for them to have payment information, not use it and charge me a fee equal to the membership fee to process my on file credit card. To process this credit card is not even automatic. The member must log in to process it. I have gone this route twice now processing my online credit card. I would never agree to give a business my bank account information after reading other Revdex.com complaints where they were charged after the membership was cancelled. The corporate customer service person made no attempt to take away the service charge fee because there was no notification anywhere that a specific type of billing information was required. On the website a credit card on file appears to be just as good as a bank account.Desired Settlement: I would like refunded the amount of $20. That is 10$ for every month that I was not notified that bank account information was the only acceptable form of payment and most importantly changes to the corporate website to make sure that members are notified which clubs only accept bank accounts for monthly payments during online billing. This business is preying on innocent people that would rather use a credit card to pay for their gym membership than give a company access to their bank account.

Review: Relocated from [redacted] to Virginia in late Jul 2015. Spent over 2 months trying to cancel membership through the [redacted] location. Called customer service number, was told to transfer my membership online to a club in VA and could cancel after transfer. Completed online transfer to Fredericksburg club and went to location. Was told by front desk person I had to wait another month to cancel as they wanted at least one month payment. I've been paying Planet Fitness for well over a year; another month should not be needed, nor is that noted on PF website or through their customer service. I commute from Richmond to Fairfax daily, a total of 4 hours on the road and a 15-hr day for me; no location is convenient and my employer (GMU) has 3 gyms on campus I can use.Desired Settlement: Immediate cancellation of my membership and no further deductions from my checking account.

Business

Response:

Revdex.com spoke with a representative from the business who stated that there were no notes in the account about previous requests to cancel, but that the membership had been cancelled on 11/9, and the payment on the account was 10/17. She stated that cancellation needs to be made before the 10th of the month to avoid the charges on the 17th, and that the membership was cancelled and no further payments will be deducted.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: I received a notice on my banking statement that I was being charged a $40 fee by Planet Fitness for a yearly membership when they advertise that they have no such fees for joining. I called the store the day of the charge. I asked to speak to manager. After being told a manager was unavailable I eventually spoke to one. She told me that she could not refund the money and cancel my membership. She then referred me to a regional manager with whom she would not name. They were away but would call me the next day. I called back the next day and was told it would be Monday before I heard from her because she was out of town. The manager refused to tell me who owned the club or how to contact any owners or management locally or nationally. I later would find that the nat'l site was a web form online to request contact.

A week later and I was still not contracted by a regional manager. I called and was told that a manager wasn't available then allowed to speak to one. [redacted] told me that the regional manager had decided not to call me. That the club would not refund the $40 fee and had charged me another $20 fee for the next month which also would not be refunded. When I spoke to the girl both times I told her that I had not used my membership for months. That I enjoyed the club and if I had been refunded the money would've most likely rejoined again when I was well if the club had used any sign of customer service towards me or cared about my business. I again asked to see who the owner was and was not told. The business license for the club is also hidden in the store and not placed in view as required by law.

I am seeking $60 and intend to file a class-action lawsuit against the club and it's owners. Please assist in obtaining a refund of this money.Desired Settlement: Refund $60

Business

Response:

In response to Mr. [redacted]'s complaint: The $39 annual fee is charged to every member once per year for maintenance of the equipment in the gym. This is written in black and white within the contract that was signed by Mr. [redacted]. Whether or not it was read by him, will remain in question. Lots of members forget about the annual fee, naturally, as it happens only once per year. The Regional Manager is required to call members back when there is the probability that Planet Fitness has made a mistake in charging a fee, in which case, a refund MIGHT be necessary. In this case, no mistake was made. Also in the contract, which was signed by Mr. [redacted], is the cancellation policy. It states that a member has the right to cancel in one of two ways; in either person or by certified mail. If the cancellation is received by the 10th of the month, then the member will not be charged on the 17th for monthly dues. If a member is still in a 12 month contract during this time, there will be a cost of $58 to buy out of the contract early. This was not completed by Mr. [redacted] on time. If a member wishes to avoid the annual fee, the cancellation must be received by the 25th of the previous month. This is also stated in the contact and Mr. [redacted] did not complete this on time either.

Review: I signed up for a month to month gym membership @ $10.00/month, at the E. Modesto, CA facility, and I was told that I had to do an auto checking account debit. They did not give me a copy of a contract because they told me they put everything into the computer and I could just go online anytime and view everything there. After that initial sign up day, I never returned. That was about a year and a half ago. That is how long I have been trying to get Planet Fitness to stop taking the $10.00 out of my checking account every month. I am disabled and have a suppressed immune system. They do not use seat covers in their restrooms and they are filthy. When I pointed this out to the manager and told him that I could not use a restroom like that he told me that was too bad - that it wasn't against the law and there was nothing I could do about it.Apparently there is nothing I can do about stopping them from taking money out of my checking account either. Talking about people stealing in this country when they do it right in front of your face and the law just smiles and says nice day we're having.Is anyone going to fix this? I'm just getting ready to turn this over to the American with Disabilities Office, the Attorney General's office, put it on youtube, facebook, and anyone else I can think of that wants to read about my story unless Planet Fitness makes this right.

Product_Or_Service: membership

Account_Number: XXXXX

Desired Settlement: DesiredSettlementID: Refund

At least the last twelve months that they have taken out of my account returned, $120.00. I could have been earning interest on this money (it may not have been much, but it still would have been something). And an apology would be nice - but not expected. They really should put the toilet seat liners in the restrooms for the safety of everyone's health.Thank you for the last ditch effort. I appreciate it.

Review: Planet Fitness offers tanning beds as one of their services. I went yesterday to the gym to tan, the worker/manager [redacted] assigned me to a bed. I went to the room and read on screen that the bed had not been cleaned. I notified [redacted] and he said it was ready, I told him for the 2nd time that it said it had not been cleaned and he then again pushed me to the bed and said it was good and ready to use. I went in the room and started to undress then looked at the bed and it was indeed very dirty. I redressed and exited the room found the cleaning solution and paper towels and then cleaned it myself. When I was done tanning I asked [redacted] why he felt he could put me in a dirty bed, he said he didnt know, I then told him that I had told him not once but twice that it was dirty, then he said they expect the bed user/customer to clean it and that they dont clean it everytime. This to me is a major health concern. They dont notify you that you need to clean it before entering or exiting. There are no signeage in the tanning rooms saying they dont clean it and use at your own risk. This is very concerning to me. I would like feedback from the owner. Thank youDesired Settlement: I would like acknowledgement from owner that training and service to his/her staff will be made and that they will be cleaning the beds.

Business

Response:

Planet Fitness of Santa Ana, CA does strive on a clean and friendly customer service environment. Which does make sure that everyone feels comfortable and knows that we strive on cleaning continuously through out the day. All staff including management is expected to clean all areas of the fitness gym. We are there for the needs of the customer who attend and visit our cub. We take much pride in doing so that we have daily inspections from the Regional Manager; who check marks the equipment and any of the amenities including the tanning beds for proper cleaning. This is a mandatory process that after each use the staff is to clean the tanning beds. We completely apologize with our severe concern as well appreciate the feed back; to analyze what it is that we can do better on our customer service quality. Thank you for your time!

Review: I canceled my contract at the beginning of May I went into the gym and cancelled on paper I signed The cancellation form and they told me that I would no longer be getting billed. I looked at the May statements and I got charged for the monthly service the annual fee and I also got charged again for June. I called in and the worker told me that they would take care of it a week later and nothing. I called in again and they told me they couldn't find my cancellation form but that they would speak to the manager since they kept a copy. They still haven't taken care of it I work from 8 to 6 and have a child at home I cannot travel to Buena Park and deal with something already dealt with they keep charging my card and they made my bank overdraft.They still haven't taken care of it I work from 8 to 6 and have a child at home I cannot travel to Buena Park and deal with something already dealt with they keep charging my card and they made my bank overdraft.my husband didn't have a job and the only money I had was already counted four I don't know what else to do I called them and they don't respond to me they keep telling me they'll give me a call back I'm fed upDesired Settlement: I want a refund of all the charges that were incorrectly charged my card without my consent. They made me overdraft on my bank and have not gotten back to me. No one calls me I'm managing to get in contact with me give me back my refund. My husband was not working for over a month and I was only one taking care of the household I cancelled at the beginning of May for the same reason because I wasnt going to be able to afford it and they act like I didn't cancel and keep charging my card

Review: I initially signed up for $10 per month membership. In December, 2013 the company advertised a promotion that you can become a PF Black Card member for an additional $10.00 only without any strings attached. They flashed a paper and got my signatures. Now when I look back in my account "Planet" had been making two deductions one $10 separate from another $20. When I went back to cancel the service they pulled out my contract where to my complete surprise they filled out $39 membership fee and also bound me for 12 months contract. These entries in the form were not filled by me. These conditions were not advertised and I was not told either when I signed the paper. The fine print of the paper is hard to read in small time when manager makes is very simple for you that you just have to make additional $10 and you are good to go.

When I asked them to get my membership cancelled I have to pay an additional $58 as buy out fee from contract plus they did not return my additional $10 per month which they kept deducting without my permission for three consecutive months. This company has predatory and shady practices and targets customer for unauthorized fees and deductions without any permission.Desired Settlement: I would like this matter to be investigated and my $30 charged since January (additional $10 each month) along with my cancellation fee of $58 be refunded to my account.

Thanks

Business

Response:

This member never mentioned being billed more than once per month until contacting the Revdex.com. If proof is shown that he was somehow mistakenly billed for more than one membership per month, then the $30 can be refunded. However, without the supply of such documentation to the manager of Planet Fitness Lynchburg, no refund will be issued.

Contracts are legally binding regardless of whether or not they are hard to read. However, his looks pretty clear. I've attached a copy of his agreement in which both of his initials and signatures are on. It clearly shows the 12 month commitment and the $39 annual fee in purple ink, not small black fine print. If any further questions need to be answered, please call the manager of the location, [redacted] at ###-###-####. He will also be the one to issue a refund if deemed necessary.

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.

It is quite amazing that Planet does not know what they are charging to their customers and asking me a bring a prove. I have attached a copy of bank statement showing all the transactions with Planet in last three months, hopefully this should satisfy their requirement of prove. It is pretty obvious that they have made unauthorized deductions of additional $10 every month. They need to return my $30 additional charges.

Regards,

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.

I contacted the business manager, spoke to him who accepted that money wrongfully deducted and asked me to provide my credit/debit card number to refund the money but money was never refunded.

I also filed a complaint through my bank for fraudulent deductions and my bank just concluded their inquiry and have already determined these deductions fraudulent and my bank already reverted my account with the equivalent account which was wrongfully deducted. Now I don't care if Planet never refunded my money.

I never expected a fair and just resolution from this business and would warn other members who are about the sign contracts to read the contract fully before signing and double check your accounts for additional or duplicate deductions.

Regards,

Review: Dear Sir or Madam,

This is [redacted], I have club number [redacted], membership type is [redacted], I pay $10 per month plus the tax, the club is located in [redacted]

On August 22th, 2015, I sign membership agreement, I add my bank account information to my account with planet fitness, cause customer service representative [redacted] tells me if I set up auto pay, I will save more money, I ask her if I could cancel auto feature anytime she tells yes,

On September 19th, 2015, I move from my apartment to another place in city of [redacted] to be close to my work, cause I work night shift, it is hard for me to go to fitness, and it is far from my home and my work, I go to fitness to cancel the membership agreement, customer service representative [redacted] tells me that I need to come back and meet the manager, also she tells me that I could check in just for today to do exercises without charge anything for this day, after she checks me in, I decide to not do exercises, she doesn’t tell me the truth, by her action the company considers me I use the service for this day automaticly, and I don’t ask to buy the service, the fitness charges me for October, customer service representative is not honest with me, and she is not clear, she makes money for fitness not to serve the customer, she doesn’t explain everything to me, she does thing against the membership agreement,

The most difficult part, the planet fitness doesn’t allow to me to do exercise again until I pay all payments, in the same time, the planet fitness charges me every Month, I ask customer service representative [redacted] to remove auto pay feature from my planet Fitness account, Cause I don’t have money in my [redacted] account, so the bank continues to add overdraft fees to my account, every month planet fitness sends request to take the payment from bank account, when I ask help from [redacted] to stop planet fitness charges me, bankDesired Settlement: I am looking forward to helping me to pay one month only for the service which I use, I have to pay $11 not $89, also I need to cancel the membership agreement, thank you.

Review: My name is [redacted], I have a membership at one of your gyms in Anaheim. I am an 18 month contract member. I live in Anaheim, but I will soon move out to Los Angeles, and I want to upgrade to a black card membership so that I can work out anywhere in the United States. I have already paid in advance the 18 months of membership. I am willing to pay more for an upgrade to a black card member, but the manager at the Anaheim gym would not let me. I have paid $199 already to the gym in Anaheim when I have only attended for 4 months. The manager said that if I want to have a membership at Los Angeles, I need to cancel the current contract I have with the Anaheim gym, and get no refund, and start another contract with the gym in Los Angeles and pay again. Why can I not upgrade to a black card? I spoke with not only the manager but to the owner as well, and they did not answer my questions! They did not tell me why I could not upgrade to a black card membership! I have just lost $160 of my hard earned money! I am an 18 month contract member, why can I not upgrade?! Why do I have to lose $160 and pay a whole other contract?! Please, put yourself in my situation and ask yourself, is that fair? I understand that this may be a part of your business policy, however the manager and workers at the Anaheim gym did NOT tell me of this policy!! As an 18 month contract member who paid everything in advance, why do I not have any benefits?! I have told my situation to many of my friends, family, and co-workers, and they all said that this is highly unfair! The manager at the Anaheim gym have no common sense, this possible "policy" of not being able to upgrade in the middle of a contract is not reasonable and lacks common sense as well! please help me.

Image removed by sender.Desired Settlement: just upgrade membership (black card)

Review: I purchased a planet fitness membership prior to the gym opening. It was considered a pre sale membership. They made a statement that they would have their grand opening on or just after February 20th. Planet Fitness offered their other gyms in other cities to use in the mean time however you can only visit the other gyms up to ten times as it is not my "home gym" I bought my membership It is now March 5th and the gym is still not open. I called the number listed in the week prior to February 20th and the phone was not connected. After the 20th they now have a voicemail but no indication of when it will open.Desired Settlement: I would like a free month to compensation for the lack of service promised.

Business

Response:

Hello,My name is [redacted] and I am the representative of Planet Fitness Costa Mesa. I just wanted to follow up with you in regards to a member that had concern with our facility. Toni Lynn Chaco had reached out to you guys about our business, we were definitely quick to fix this. I had contacted [redacted] through phone call letting her know we would give her two free months to amend the fact we didn't open on time and were hard to get in contact. We do apologize for the inconvenience this had caused for everyone. And we are glad we were able to amend this. Thank you! If you have any further questions my personal number is [redacted]