Planet Fitness

Review: I was a member of this gym for a year or so, I moved to a new address so I went in and canceled my membership. I didn't think twice about it, until I noticed on my bank transactions recently that planet fitness has continued to charge me for almost a year.Desired Settlement: I would like a refund on all dues withdrawn from my account after I canceled my membership in October 2013... which now totals $140 and no further charges.

Consumer

Response:

complaint #[redacted]

This note is to inform Revdex.com that I have resolved my consumer complaint with this business. I went in person an canceled my membership in person once again, business refused to offer a refund for previous months.

Review: I write to report the most utterly disrespectful and uncultured representative at the Planet Fitness Ewing NJ location. I recently return home to NJ and requested a location change for my membership on 07/06/2015. on 07/04/2015, I visited the Ewing location with a relative who holds the black card and we were told he was allowed a guest so I could tag along with him. On 07/07/2015, I returned to the gym with a relative who also hold a black card membership and met an attendant called Marrisa. My relative requested I would be his guest for the night. I must first of all make it clear that I have a slight British accent but anyone who understand any sort of English understand what I am trying to convey.

Marrisa asked for an ID which I did not have handy at the time. I understand policies are to protect us as members and I am never against such. On my first visit to the Ewing location I was never asked for an ID. If that were the case, I would have arrived prepared for the check-in process. I immediately explained to Marissa that I am a Planet Fitness member but I recently requested a location change but per the website 3 business days was the allotted time for a response. Marissa even scanned my card and saw that I was a member of the Fish-town location. During our entire conversation Marissa spoke in a very harsh, rude and disdained manner. I was amazed and have never experience such harsh treatment especially from someone who is supposed to be in the customer service business. She denied us access to the facility. I questioned why she will speak in such a manner to a person who is human as herself and most of all her customer. She replied "that is how I talk and there is not much I could do about that for you". I was stunned. I advised that she abstain from such a behavior because not every person may be as tolerant as myself and things would have escalated even further.Desired Settlement: Marissa must be reprimanded. Her unwillingness to help customers and harsh treatment exhibited is not conducive for the nature of such a business. She had no remorse for her actions and must be made to understand she just cannot treat humans like herself in such a manner.

Business

Response:

[redacted]Thank you for reaching out to us. I apologize we're discussing a negative experience you had at our Ewing, NJ location. In my opinion this could have been handled differently and we will be reaching out to Marissa to speak with her in regards this incident. I will let you know that we do typically ask for a photo ID for guests of our Black card members. This is to make the checking in process easier for that guest the next time they come to visit. I understand this wasn't explained to you initially so we do not hold you responsible for not knowing.Again, in my opinion this should NOT have restricted you from using the club that day. The staff should have instructed you to sign in and bring your ID the next time you came to visit. We will address this today as previously discussed.On a side note, I will tell you that we pride ourselves on our customer service and positive member experiences. We spend a tremendous amount of time training our people to ensure this consistency across all of our locations. With that said, we have a lot of employees and rarely but sometimes we have an issue like this where things probably could have been handled differently. Our goal is to address this issue so you nor any other visiting members have a similar experience. Please accept my apologies and if you have any similar issues, please don't hesitate to let us know. Cordially,William C[redacted]Planet Fitness

Review: Planet Fitness is a joke. Charged me for 2 months, when 2 months ago they told me I could not continue working out at their gym due to some issue with my account. So I stopped going. After charging me for 2 months, I want to cancel and ask for a refund on the 2 months they have charged me.... I have to pay 58 dollars to cancel my membership??? So I have to pay to not pay anymore??? ok boys and girls...heres a follow up on what happened .... I just got back from Planet fitness [redacted]. I told them right away I wanted to cancel my membership. They told me, "sure not a problem...however you will be charged for the month of August." I told them I called in regards to me wanting to cancel my membership and mentioned that the person on the phone told me that as long as I came inside and cancelled before 8/15/13 then I wont be charged for the month of August. Ahem...today is the f&ing 14th. Also, I mentioned the person on the phone told me about the 58 dollar cancellation fee. Apparently, there is no such fee...so what was that girl on the phone talking about?? However I will still be charged for the month of August. I said I refused considering the fact I had been charged for the past few months on a credit card I did not approve for them to continue billing me on. I asked what bank account they had on file, and they showed my ** bank account. I showed them my mothers bank statement on the charges they made to her bank account. I asked why did this happen? He said its probably because I paid for it online. I said, "so you just continue taking money out of peoples accounts while at the same time I was not permitted to work out at your gym??" .."Bro you cant just take money out of peoples accounts without their permission!" I asked for a refund for the past few months, but apparently that was absolutely not possible, and that any complaints or contacts to people in upper management can only be done online......I highly do not recommend this gym. I use to be a huge fan, loved the fact that iDesired Settlement: I refund for June, July and August 2013 in the form of cash, money order or check. I refused to allow them any further access to any bank or credit/debit card account.

Business

Response:

[redacted]

I appreciate you reaching out to us. I hope I can clear some of your concerns up. When you signed up at the Planet Fitness in [redacted] you opted to sign up on our Black Card Membership. This membership as you know comes with a host of added benefits including hydro massage, tanning, red light, massage chairs, use of the other gyms, discounts on cooler drinks and your ability to bring a guest for free. By choosing this option you are signing into a 12 month commitment from the date you join. You joined our [redacted] club on 8/6/12 which means your commitment would be up on 8/6/13. If you were to try to cancel prior to 8/6/13 you'd be subject to our buyout fee of $58- + tax for breaking your term. This fee DOES exist and is charged in every scenario related to yours. This of course is reviewed in detail with every member at the time we sign you up AND every member is required to initial off on that section of the Membership Application form after it's been reviewed.

As it relates to your past due balance and what was owed at the time you came in to cancel, we tried to automatically bill your account on the 17th of the month but the billing company came back with a return status saying your account was a "Bad Account". This typically means the account has been closed or is not authorized for auto debit. In either case there were multiple months where we were unable to bill the dues for your membership. I have all of those dates if you need to review them. This should explain why your account had a balance.

Lastly, you had a question about the billing on the 17th and the cancellation policy with respcts to stopping the monthly billing. We do bill on the 17th of the month but because this is an automated process we send the billing file off on the 10th. This is also clearly written into your membership agreement form. we are required to review this with you and have you initial off on this language as well. With that said, if you came in on the 14th to cancel the membership you would be past the 10th and your billing would have already been sent to the billing company for processing (which takes 7 days).

In summary, even though you technically still owe us a small balance, you are now outside of your 12 month agreement and as of 8/14 your membership HAS been cancelled without a buyout fee. Unfortunatrely, since all the charges and dates were reviewed and agreed upon by yourself and are in fact justified, we will not be issuing a refund to your account. Please let me know if there is anything else we may be able to do for you.

Cordially,

Planet Fitness Management

Review: I have been a member of PF in Bristol off an on for several years. My current contract was taken out in July 2012. I called the location in June and told them that I needed to cancel since I had moved and it was no longer convenient for me to work out at the PF location. I was told that I needed to show up in person. Since I am not in that area very often, I was not able to get to the gym location until Tuesday of this week, July 9th. The lady I spoke with stated that my contract expires on July 18th and if I wanted to cancel it early, I would need to pay a $58.00 fee. I told her that I did not want to cancel it early, I want to finish it out and cancel it July 18th. She stated that they cannot do that and I would need to come back on July 18th (note, they charge my credit card on the 17th of the month, so if I wait until the 18th, I will get charged for another month). I told her that it is not convenient for me to get to the location, so can't we just future-effective cancel it? She stated no. I then spoke to the Manager and he also refused. He stated that they couldn't do that or they "would have a mess on their hands"? Then, they told me in lieu of coming in on the 18th, I could send a certified letter. That evening, I called the location to inquire as to where the letter would be addressed. I was told the gym location that I belonged to in Bristol. I found this odd since I was just there, but I did it anyway. The following day, I went to the Post Office and sent a certified letter to the location (at the cost of $6.11) as suggested. Yesterday, (7/11), the same girl called me and stated that she got my letter, but I failed to include the $58.00 cancellation fee. I stated that she needs to re-read my letter as it clearly states to cancel it effective 7/18, so there is no need for a fee. She stated they still can't do that and that is no different than me coming in early to cancel it like I did earlier in the week. I told her that is not what she told me on the 9th.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

PF appears to be making it difficult for people to cancel memberships. If you Google it, you'll see many people with the same issue. Prior to this, I had no issues with PF. I moved and I simply do not want to extend my contract beyond the 12 months. I suspect that they are going to charge my credit card on the 17th and I do not want that to happen. I called my credit card company and they said that I can dispute the charge if they do, but that is not fair to put VISA in the middle.

Business

Response:

Business Response /* (1000, 5, 2013/07/17) */

[redacted],

I looked into this and you are correct. I had my manager call you today to resolve this. Please let us know if it does not get resolved as discussed.

This should not have happened and we are sorry for the inconvenience this has caused.

We know as you stated that you have been a member off and on for quote some time. We hope you will consider rejoining in the future and plead know that we value your business.

Review: Planet fitness has been robbing me blind since 2013. I opened a bank account. I'm not sure how they got my information even. It's my first bank account. I wasn't watching my statements that closely. I live. I learn. But, I can tell you with all honesty that I went to Planet fitness with my mom to cancel my membership. Mom has thrown that paper out probably a year ago. We do still have the contract. Which you can see that it was my Grandmas account that they were billing. The billing charge of 22 dollars approximately, they have taken from my account since the first month I opened my first bank account. I am upset. As I said I cancelled the membership a long time ago. Since 2013 til today of 2015. This month it was a 60.00 take out fee. I filed a dispute complaint with the bank. The bank is going to charge me 30.00 to stop them from taking any more money. Apparently the bank told my father that this gym has been taking other peoples money after closing membership as well. They advised me to keep calling Planet fitness at least once a week. And call the bank once a week. It's just really unfair. They say they have no paper files and can't tell if I cancelled my membership. Although their website says you must come in personally and sign if you want to close out your membership. The one receipt thrown out that we need.Desired Settlement: I would like the money credited back into my account. I have not been in that gym for years. I believe their logs should show that.

Business

Response:

We looked into this issue and found that there is indeed a cancellation form on file for Mr. [redacted] that says he was supposed to be cancelled as of 4/17/13. The cancellation was never completed in the system. We are in error and owe the member a refund. He came in on August 7th and was cancelled immediately when he brought it to our attention. We are happy to refund Mr. [redacted] for what he is owed in our error and apologize for any inconvenience. We attempted to contact Mr. [redacted] twice with no response, we have mailed Mr. [redacted] a check for $657.44 (25 months Black Card Membership ($21.32) and 3 Black Card annual fees ($41.48) charged after membership was to be cancelled on 4/24/13). Thank you, Planet Fitness Connecticut Management

Review: I signed up for a black membership to the Manchester Planet Fitness via the corporate website in May of 2010. After around a years worth of usage, when my initial contract had expired, I canceled my membership (June 2011 to be exact, as this is when I moved out of the local area). Despite the cancellation of my account, return of keytags, and my information being removed from Planet Fitness' website, I have continued to be automatically billed for the membership. It wasn't until this last month, when the processing charge information was updated to read "Planet Fitness" (previously it just said PF Manchester), that the reoccurring charges were noticed. In addition, since canceling my membership in 2011, I have not been charged the annual $39 fee that they also charge for the black membership (which is what I signed up for). Proving that they processed my cancellation, just in a way that suited their needs...the need for my money.After contacting my bank to stop the payment, and cancel any previous payments that they could (they were only able to go back 60 days), I contacted the local Planet Fitness that had been charging my account. I spoke to an employee who claimed that my cancellation paperwork was not on file (how convenient), and told me that they couldn't do anything in regards to refunding me the money I've been charged. I was told that I had to again, return to the store and sign the same paperwork I signed years ago, to cancel my account.Excluding the 60 days that my bank will refund me, I have estimated that I have been fraudulently charged over $600 ($21.32 for 30 months) in member fees, due to the local establishment not processing/losing my cancellation paperwork when I originally cancel my membership in 2011.Desired Settlement: I'm requesting that the full amount charged over the 30 month period (Jun 2011 - Nov 2013), $639.60, be returned to me.

Review: I had a membership with the [redacted] location that was due to expire in June 2014. When it was announced that the [redacted] location was shutting down, I spoke to the Manager and he agreed to allow me to end my contract early effective April 1, 2014. I joined a new gym that was across the street as this location was convenient. He stated he was allowing anyone to have early cancellations due to the location closing.I signed the form and I thought that was it.I continued to be billed, I again contacted Planet Fitness and was told not to worry about it. I continued to be billed. At this point the location was closed and there was no one to speak to. I contacted my bank and had the charge blocked. I started getting daily phone calls and texts. I then called the [redacted] location who told me no cancellation was on file and to send a letter. I mailed a letter. I continued to receive the phone calls, so I called the [redacted] location again. I was told the letter was not certified. I asked to speak to Manager, the Manager was not available. I never received a return phone call.I just got finished writing yet another letter and I am sending it certified. I tried calling the [redacted] location and the Manager was again conveniently not available.It is ridiculous the lengths a person has to go to cancel a membership. Managers do not return calls and they tell they can do nothing.Desired Settlement: I would like April and May refunded. The charges were blocked after that.

Business

Response:

Company has requested this complaint be reopened, so they can respond. Case #: [redacted] Response: We make every effort to be transparent with our customers around our membership rates and cancellation policies. Our employees make it a point to circle and/or highlight the methods of cancellation as written on our membership agreements before the prospect joins our facility. We also thoroughly review that following a member’s minimum term, his/her membership will continue month-to-month with no commitment. We charge an Annual Membership Fee that is fully earned when received and is non-refundable. The member receives a copy of these policies and procedures once they are reviewed. We ask that members either come in to cancel or send a certified letter so that both the business and the customer have a signed copy of the cancellation and there is no confusion in the process. According to our records, Ms. [redacted] disputed charges through her credit card company for the April 17th draft, May 17th draft, June 1st annual fee, and the June 17th draft. According to her agreement, a $10 service fee was added to each month’s unsuccessful draft. She incurred a balance of $145.44. We have no record of receiving a certified letter of cancellation from Ms. [redacted]. As a courtesy, we have cancelled Ms. [redacted]’s membership.Thank you, Planet Fitness [redacted] Management

Review: On Feb 1, 2014 and on Jan. 25 2015, I have walked in and called to cancel my account with Plant Fitness. They have told me that "They would take care of it, and they would stop billing me". They havn't stopped billing. I've called and asked what is going on and still I get the same response, and nothing has taken action.Desired Settlement: I would like them to take me off their billing, and actually do what they say.

Business

Response:

[redacted],we'd be happy to help you out here. First could you please tell me whether you indeed walked in or called in to make the cancellation?

Consumer

Response:

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

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

Regards,

Review: I joined Planet Fitness ONLINE in October 2010. I want to be clear that this company allowed me to join ONLINE. They took my CC ONLINE. July 2013 I wanted to terminate my membership. I cannot terminate my membership ONLINE. I called the club, I was told by the manager I needed to send a letter in order to terminate. I thought this was strange as they were more than happy to take my money ONLINE. I sent a letter - 7/9/13. I assumed that the matter was taken care of and forgot about it as they told me that it could take up to 2 months for the termination to take place. I literally forgot to check after the 60 days were up. Last month I was reading my CC statement and there it was - Planet Fitness. I went online and contacted there customer service. They told me that they could not help me and that I needed to contact the [redacted] Planet Fitness. I am upset that a company can arrange to take your money online but cannot help when there is a problem. I called the [redacted] Planet Fitness and asked to speak to the owner. I was given to a "[redacted]" who avowed that he was the mgr. He said he did not see a letter from me and I would need to send a "certified letter" to them to terminate. I said I would like my money returned to me for the the 9 months that they took my money and I asked to speak to the owner. "[redacted]" informed me that I could not as he already knew what the owner would say. Amazing! I told him that I would be entering a complaint with the Revdex.com and he said "go ahead". He told me that he would let the owner know and he would perhaps get back to me in the next few days.Desired Settlement: I would like my 9 months of fees returned to my CC

Business

Response:

Ms. [redacted]'s Membership Agreement clearly states our cancellation policy. "To cancel your monthly membership and stop monthly 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." Unfortunately we are unable to refund Ms. [redacted]'s membership fees since she didn't cancel her membership according to our terms.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I did send them a letter which they say they did not receive. As it was some time ago I do not have the signed return tag. I called and spoke to their manager as mentioned previously, who swore my membership would be cancelled immediately and yet I have been billed again and again.

I am not asking for the whole membership to be refunded only the amount since I canceled and they continued to bill. In my letter dated 7/9/13 I asked for the membership to be terminated. They have continued to bill since then for a total of $183.05 which is including the payment they deducted on 5/17/14!How many times do they need to be told to terminate the membership!?

Regards,

Review: I've tried to cancel in person, sending emails, and sending letters. I just want to cancel my membership. its been well over a year and they wont stop charging. I just need help. Someelse to make them cancel my policy and stop charging since I cancelled 2 months ago!Desired Settlement: Stop Billing me. Please

Business

Response:

[redacted],In researching your account I can see that you're a Black Card member. As you know, the Black Card memberships have a 12 month commit from the day you sign up. You happened to sign up on 11/17/2012. As a result, your commitment will be up 11/17/2013 which has yet to pass. With that said you have an option to break your commitment for a very nominal $58- (+applicable state tax) buyout fee. This was reviewed with you at the time of sign up and was something you agreed to in writing on the actual membership agreement form. If you remember you had to initial and sign in those spots immediately following the staff person reviewing this with you. I will also say that every single staff person in every single one of our clubs is trained and retrained on the policies for cancellations. No one is able accept a cancellation for ANY type of membership, commitment or no commitment, over the phone or in any other manner than a Certified Letter via Certified mail or in person at the club.You may come in to cancel the account on the 17th of November or anytime there after. there is currently a balance on your account of $21.45 for your monthly dues we were unable to collect for the month of May. That would need to be paid in advance of us cancelling you out of our system. I will also let you know that we will need to bill your monthly fees for Oct and Nov of this year if you decide to wait to avoid the buyout fee. Let me know how you'd like to proceed?

Business

Response:

[redacted],I am telling you that your account is cancelled and we have gone as far as to remove the balance on the account. If you'd like to call the club to confirm than please feel free to do so. The Managers name is [redacted] and he'd be more than willing to confirm this information with you. Once you have done so we'd appreciate it if you'd remove the complaint as you agreed to do on the last response when we initially confirmed your cancellation.Thank you,

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me but do NOT [redacted] BILL ME AGAIN.

Regards,

Review: I thought my membership from Planet Fitness was cancelled. Three months go by I receive an email saying I owe $52.00. For What? I called and the Lady says I have not paid my last three months of dues. I informed her that I no longer go there. If I was why haven't they pulled the money. You have to sign up for auto draft. Also if I was why would they wait three months to resolve this. This could have been done three months ago. She said they have called and sent letters. This is an outright lie. I would have resolved this earlier. I told her to cancel the membership. She said she could not because I owe money. The system cannot cancel a member owing dues. I had no idea I was being charged dues still. She said if I do not pay and cancel my past due bill will continue to grow every month even though she knows I do not want the membership and obviously cannot enjoy the membership even if I wanted to. She said it would until they eventually sent me to collections. If they do that I'm I still a member. No she says. I said well they have to because you cannot cancel a member owing money

Desired Settlement: DesiredSettlementID: Refund

I want the $42.00 I paid for "Past Dues" For service I was not receiving and had no idea I owed.

Business

Response:

Business Response /* (1000, 5, 2013/05/15) */

We would need more information in order to look into this. We checked the system for the 4 clubs under our ownership (Newington, Bristol, Torrington and Manchester CT) and did not find you in our system. Do you know what location you were a member at? Or if it is a location other than these 4?

Also, if it is one of these locations or another when you did cancel you should hve a carbon copy of the cancel form that would help.

Best Regards

Review: I have cancelled my membership. I have cancelled it TWICE and yet my bank account keeps getting charged. I have had to pay money to my bank to place a stop payment so that they can't access my account anymore.

Since cancelling my membership doesn't seem to mean anything to Planet Fitness, I'm filing a compalint.Desired Settlement: At the very least I want Planet Fitness to cancel my membership. At best, I want a refund the months of payments that they've taken since my most recent cancellation this past spring.

Business

Response:

Case #[redacted] Dear Ms. [redacted], We make every effort to be transparent with our customers around our membership rates and cancelation policies. Our employees make it a point to circle and/or highlight the methods of cancelation as written on our membership agreements before the prospect joins our facility. We also thoroughly review that following a member’s minimum term, his/her membership will continue month-to-month with no commitment. The member receives a copy of these policies and procedures once they are reviewed. Per the membership agreement, members must either come in to their home club to cancel or send a certified letter to their home club so that both the business and the customer have a signed copy of the cancelation and there is no confusion in the process. Ms. [redacted] was still an active member and the only paperwork we have on file is her agreement when she signed up on 11/05/13. There are also two notes on her account, one on 1/6/15 and another on 1/13/15. Both notes state she is coming down to cancel. On the 1/13/15 note, it states she was coming down to pay that coming Friday, our records do not show that came in to pay off her balance or cancel her membership. As a courtesy to Ms. [redacted], we have cancelled her membership. We have emailed a copy of her cancellation form to the e-mail address listed on the Revdex.com complaint. Sincerely, Planet Fitness Connecticut Management

Review: I became a member of this club in August of 2014, I signed up for a 1 year term to get their $10/month rate. I soon after got a new job with a very long commute so I was unable to go as much as I had hoped, but I still tried to get there on the weekends, know full well it can be difficult to get out of the 1 year contract without a big fee. I then bought a house which would make my commute to this gym (in the opposite direction of everything about 12 miles). I called the gym a month before my 1 year contract expired to ask about cancelling due to my move. A staff member told me unless I was moving more than 17 miles a way from the club I could not cancel without a $58 fee, with only 1 month left at $10 I figured I would just let them charge me for the extra month. I was then charged a further two months before I realized and called again. I was then told I had to come in to the center or mail a letter to cancel the membership. I sent a letter in immediately to cancel- I had not physically lived in the town for months nor visited for about 4 months. I got another bill for $30, when I contacted the manager (Louis L[redacted]) about the extra charge he said it was an annual fee that went through two days before so there was no way to change it. I asked for his regional manager's information and he said all billing was handled at the location and has not given it to me and I cannot find it on the planet fitness site. I am pretty upset about the way the manager handled the situation with little to no help or understanding that I would have cancelled the membership in July had his staff not given me the wrong information and told me I could just have not renewed for the year. I basically feel between the $30 annual fee and two monthly charges for $10 have been wrongly taken from me.Desired Settlement: I would like to be refunded the $30.84 that I have been charged for an annual fee since I have not used the gym since my account "renewed" without my knowledge (also since I called two days late and couldn't be refunded as a courtesy) as well as the two months I have been charged $10.64 since my account would have been cancelled in August. So $52.12 in all.

Business

Response:

Complaint ID #: [redacted] Dear Ms. [redacted], We make every effort to be transparent with our customers around our membership rates and cancellation policies. Our employees make it a point to circle and/or highlight the methods of cancellation as written on our membership agreements before the prospect joins our facility. We also thoroughly review that following a member’s minimum term, his/her membership will continue month-to-month with no commitment. The member receives a copy of these policies and procedures once they are reviewed. We charge an Annual Membership Fee that is fully earned when received and is non-refundable. Per the membership agreement, members must either come in to their home club to cancel or send a certified letter to their home club so that both the business and the customer have a signed copy of the cancelation and there is no confusion in the process. Sincerely, Planet Fitness Connecticut Management

Review: I cancelled my membership on 25 March 2015 and received a charge the next month. I asked about the charge and they told me that my membership was not cancelled. I then asked to have it cancelled and it was on 21 April 2015. I just want my $10.60 and no more charges.Desired Settlement: I just want my $10.60 and no more charges.

Business

Response:

[redacted],thank you for reaching out to us. If you wouldn't mind could you tell us which facility you were a member at? Also, could you please give us some indication of how you cancelled?

Consumer

Response:

The address is [redacted]My wife and I cancelled at the same time with two different employees. The manager did mine but I guess it wasn't completed since we kept getting charged. A different employee completed my wifes cancellation successfully. The charges have been reimbursed to us and we are settled now. [A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: I had initially requested my Planet Fitness membership (#[redacted]) be canceled on 2/28/14. At this time I had reached the terms of my initial contract. However Planet Fitness informed me that there was an outstanding balance, even though my dues were automatically extracted from my account.

Planet Fitness has continued to take payments from my account for the next 18 months. I have not been to their gym in almost two years.

So I again requested that they cancel my membership on 7/25/15 and stop extracting payments from my account. Again they've informed me of some outstanding balance. As I mentioned they've continued to extract payment from my account since my last request to cancel 18 months ago.Desired Settlement: I wish for Planet Fitness to terminate my contract and stop extracting payments from my account.

I'm not seeking restitution of the over $360 they've taken from me since my initial request to cancel my membership. . I only ask that they stop taking any future payments and end my contract.

Thank you!

Business

Response:

[redacted],we sincerely apologize for any confusion with your billing account. We have cancelled your membership effective immediately. We are just receiving this today, this morning so we will be sure to issue a refund for the Monthly payment taken out today (17th of the month). Please let us know if there are any further questions or issues but know this was handled as of 1pm this afternoon.Cordially,Planet Fitness Executive Team

Consumer

Response:

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

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

Regards,

Review: I cancelled my gym membership in early summer 2014. At that time I was made aware that I would have to pay the annual fee. I did not agree with this, but in two attempts to call the General Manager with no return calls, I just let them take the money from my account on file.

I started receiving automated phone calls last week stating that I owed money to Planet Fitness and I would be sent to collections if I did not pay. I had never received notification of this prior to the automated phone calls. I explained that I would not be comfortable giving my account info over the phone to an unknown company and that I would call the gym directly.

I called Planet Fitness on the evening of 9/7/14. The staff member told me they could tell me my balance over the phone and that I would need to speak to the General Manager [redacted] on the following day. I left a message- no return call. I called the GM [redacted] two more times on 9/8/14- no return calls.

I called the staff member back from the automated line on the evening of 9/8/14 to explain why I still had not paid the bill. She called the gym directly and I was told that if I called [redacted] back at the gym at that moment- then I could find out my balance and pay my bill with her. I called [redacted] immediately- she was not available. I left a message, but have never heard back.Desired Settlement: After the effort I have put into finding out my balance and still have not even reieved a return call- I believe the bill should be dropped. I still do not know what the charges pertain to.

Business

Response:

Re: Revdex.com complaint ID [redacted]

To Whom It May Concern:

After a couple days of phone tag, [redacted] Planet Fitness manager, [redacted], was able to connect with [redacted] on September 9th and explain to her that because she cancelled her membership on 5/30/14 that she would be responsible for paying the June monthly fee as well as the June annual fee. She seemed to understand why she was responsible and he explained to her our 30-day cancellation policy and how that applied to her situation. [redacted] collected the balance over the phone and as a courtesy to [redacted] waived the two service fees that came along with her declined annual fee as well as her declined monthly fee. After receiving the Revdex.com complaint on 9/16 [redacted] attempted multiple times to reach out to [redacted] again to make sure all is settled but he was not able to connect with her as of 9/22/14.

Thank you.

Review: I recently started to have billing issues with Planet Fitness of [redacted]. I received a text message from Planet Fitness of [redacted] telling me that I had a past due balance for March. Back in February I had debit card fraud and my bank had froze my account until the beginning of March. My billing charge was not taken out of my bank account due to my bank account being frozen. I went down to the Planet Fitness of [redacted] and spoke with one of the staff member [redacted] about my situation. He gave me the chance to pay the $21.32 that I missed back in March. He told me that he would wave the $10 late fee. I checked my statements and noticed that I was charged the $10 late fee that I was told I was not going to charged. [redacted] also said to me that I would need to pay the $21.32 from March balance before April 10th because I would be charged the $10 if I didn't pay the $21.32 before April 10th from March balance. I paid March balance on April 7th. I then spoke to both mangers [redacted] and [redacted] and they both refused to refund me the $10.Desired Settlement: I want my $10 back in my bank account.

Business

Response:

BUSINESS RESPONSE: I spoke to this member yesterday. As I stated to her, when her billing changes she needs to inform the club before the 10th of the month (per her contract) to avoid a late fee. She stated the bank informed her of fraud at the end of February which gave her ample time to inform the club. I also explained to her that we already waived a service fee once before for the same reason and members are entitled to one service fee waived. General Manager Planet Fitness - [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.

Sincerely,

Review: I received an advertisement from Planet Fitness offering a no sign up fee membership, a free gym bag, tee shirt and other amenities which expired on 9/30/13.On said date I joined this [redacted] club, located [redacted]. On joining this club, they charged me $11.40 because it was the end of the month, stating it was prorated due to the billing cycle that started on the 17th. of the month OK. Then there was no free gym bag I have been calling this club everyday since the 30th. asking if the gym bags had come in. Everyday I call I get a different story and no gym bag. The person I have spoken to the most was [redacted]. The Company should have supplied this club with a sufficient amount of bags anticipating individuals taking advantage of this promotion. Instead, I was told for instance, "we'll check with other clubs to see if they have any". To this date this club has made no attempt to settle or solve this matter. They didn't even think it necessary to take my phone number to call me if and when the bags do come in. Please look in to this matter on my behalf, as I consider this to be fraudulent or deceptive advertisement.Desired Settlement: Either give me the gym bag as advertised or refund my $11.40, cancel my membership, without charging me any and all cancellation fees in the future. And cease from sending me any types of their Company promotions.

Review: After moving away from where I had signed up for a gym membership at the planet fitness in torrington I called into cancel the membership as I would now live more than an hr and a half away. I was told that I had to come in to the original branch I opened the account in person to cancel. I told the rep that I lived about 2 hours away and asked what other options I had . Again I was told that this was the only option, no other option but to come into the branch in person. At this Point I felt as if I was being forced to keep a member ship going that I no longer had any wish to pursue and found they're request to have me drive so far only to cancel just a little absurd. I hung up with no sense of accomplishment and feeling like I was being taken advantage of. I attempted several more times and had no luck . Months later I received a notice that my account was way past due and That I now owed a new balance of $93.96 I called into the torrington branch and spoke to the manager "Dianne" who did not let me get two words out before she started cutting into my words and telling me that I had to pay the balance due in order to cancel my membership or the membership would remain open and they would continue to bill me. Again I explained to her that I had been trying to cancel for months but lived close to 2 hrs away. After going back and forth and the stress I was put under over a lousy cancelation She finally told me to send in a certified letter requesting cancelation and she would take care of it. On the 12/28/15 I sent in the request by certified letter , I later received the return card with proof of receipt where a rep of planet fitness"[redacted]" Signed for the letter , I also received a voice mail from the manager Dianne stating she received the letter and that I still owed the $93.96. A couple days later I saw my bank account was charged $93.96 this was after she received my cancellation letter and with out my authorization. At this point I was upset with they're actions but I Just wanted it to be over. On the 11th of January I see yet another unauthorized charge for $31.00 I became very upset and called to speak to the manager after explaining what was going on. They must have bounced me around to 3-4 different people before They actually put The manager " Dianne" on the phone She told me that she would not refund me my money and I told her I really didnt want to have to file a complaint and The lack of care that came from her is probably what bothered me most. For a company thats suppose to be built on integrity they have fallen very short of even being descent to the people they do business. Sad

I want a full refund of both charges totaling up to $124.96Desired Settlement: I want a full refund totaling $124. 96

Business

Response:

January 27, 2016 Re: Case # [redacted] Mr. [redacted] called the Torrington Club on December 29, 2015 at approximately 1:25 p.m. At that time our manager explained to Mr. [redacted] that he could cancel his membership by either coming into the club or by sending a certified letter. Our manager also informed Mr. [redacted] that in order to process the cancellation, we would also need to receive the balance of $93.96 due on his account. Our manager explained to Mr. [redacted] that he could enclose a check with his cancellation letter and she would then be able to cancel the account at the time of receipt. Two days later our manager received a letter from Mr. [redacted] expressing his want to cancel however, there was no check included. Our manager phoned Mr. [redacted] and left a message explaining that she would not be able to process the cancellation due to the fact that he still had an outstanding balance. Mr. [redacted] then began calling the club multiple times each day and yelling at the staff regarding the cancellation policy. Staff as well as the manager tried to explain to Mr. [redacted] that the policy concerning cancellations is a corporate policy, not a club policy. Staff and our manager spoke with him multiple times in a matter of two days, but he refused to pay the balance. On January 1, 2016, our billing company, successfully collected the following amounts from Mr. [redacted]’ credit card: $21.32 $10.00 $21.32 $10.00 $10.00 $21.31 This total is the outstanding account balance for Mr. [redacted] of $93.96 As soon as our manager became aware that these transactions went through she cancelled Mr. [redacted] account - the date was January 13, 2016. The only other transactions that we found for Mr. [redacted] were on 12/12/15 which were also successfully collected by our billing company: $21.32 $10.00 Mr. [redacted]' credit card was denied on the following dates: 09/17/2015 10/17/2015 11/17/2015 12/17/2015 The total of these transactions is $125.28. The $21.32 charges are the standard monthly fee for [redacted] Card members and the $10.00 charges are late payment fees that are clearly outlined in our membership contract: In accordance with applicable law, if our first attempt to collect any fee under this Agreement is unsuccessful, we may make additional attempts to collect from any/all payment methods you provide us, and a $10 service fee will be applied for each instance we submit or re-submit such payment request and it is returned uncollectable for any reason including, but not limited to, insufficient funds, expired or cancelled payment cards, overdrafts and closed accounts. We are not liable for any fees charged by your financial institution in the event a payment request is returned as uncollectable Sincerely, Planet Fitness Connecticut Management

Review: I was a member at this club in 2008 till 2009. I started a Marshal job and no longer needed the membership because we have exercise equipment at work. After canceling the membership by written notice. I received one final bill for $90 that I disputed. I spoke with the [redacted] Manager and explained what happened and she took care of it. I haven't heard anything further from the facility. I recently went over my bank statements because I'm in the process of purchasing a home. As I looked at my statements I realized planet fitness was still taking money out of my bank account. I called my bank and they told me they started taking money back out of my account from November of 2013 to present. I called and got in touch with the [redacted] Regional Manager [redacted] ###-###-#### and told him I have no membership any longer with the club since 2009 and that he can even check his computers to see that I have never used a membership throughout that time period. He said he would investigate this and get back to me. Well [redacted] called me back today after two weeks and said I never cancelled the contract back in 2009 that they have no record of it. He said do I have proof that I cancelled I told him no that was way back in 2009 that paper is long gone. I asked him why if I didn't cancel the contract did u guys stop charging my account for the dues from 2009-2013 then start charging me again. I told him obviously I did cancel it that's why you stopped charging my account. His response well maybe the account had no funds. I told him I always have funds in that account and after 4 years Planet Fitness jus tried to scam and steal from my account by setting the deduction up again. He said there is nothing he could do. I told him I was getting everyone imaginable involved to stop this scam starting with the Revdex.com. They have since stopped the deductions but will not reimburse me for the three years they have stolen from me at $21 dollars a month with a couple $40 miscellaneousDesired Settlement: I would like to be refunded all monies taken from my bank account from November of 2013 to present.

Business

Response:

After looking

into this case further we found that Mr. [redacted]’s billing was reactivated due

to a systematic error that occurred while switching our billing software

companies back in 2013. We spoke with Mr. [redacted], explained the situation, and decided

to refund Mr. [redacted] the $382.60 that he requested. Mr. [redacted] is satisfied with

the outcome.

Thank you,

Planet Fitness

Connecticut Management