Planet Fitness

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]

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,