Planet Fitness

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

Review: Planet Fitness male staff was gender/color biased and treated me unfairly over a 2 week period. Company falsely advertises they are a "Judgement Free Zone".Week #1 I asked staff to change my banking account information for monthly $10 payments. Staff stated I needed to bring in a cancelled check or voided deposit slip in order to make change. Week #2 I brought in a voided deposit slip and staff said he would give me receipt on my way out. However, after 30 minutes when I asked for receipt, he stated he could not make change unless I brought in a cancelled bank check. I then decided to cancel membership. However, staff member told me I was only allowed to sign my name on form and not reason for cancelling. He stated it is company policy that customers cannot record reason for cancelling, only staff is permitted to do so. This was also unfair to me as a customer. Staff member was rude, arrogant and biased towards me as a female customer. I felt like I was being profiled to be a criminal.Desired Settlement: I would like a full refund of all payments made:Start up fee = 30.84Monthly Fees = 100.00Annual Membership fee = 29.00Total Paid: $159.84

Business

Response:

As the manager of the Manchester Planet Fitness, I have trained my staff to accept only voided checks/starter checks with driver’s licenses, or something from the bank with the member’s name along with routing and account numbers to verify that the billing is theirs. We do not accept direct deposit slips, due to the fact that we are withdrawing from accounts and certain banks have a different routing number for that purpose.

Ryan accepted the billing that [redacted] gave him to update her account, but realized after she had left the desk that it was a deposit slip, not a check. Per our policy, he informed [redacted] of his mistake and explained acceptable forms of billing. We cancelled her in the system immediately on March 2, 2014 when she wanted to depart from us, and she would have been able to write on the cancellation herself; this has been discussed with Ryan.

[redacted] had also sent me a letter to the club regarding this issue, and I had reached out to [redacted] multiple times, one being in the form of an email, which is attached. After leaving voicemails and sending an email, she failed to contact me back to discuss the situation. We strive to treat all members with courtesy and respect and do our best to accommodate everyone accordingly.

Thank you!

Natalie

Admin Assistant

Planet Fitness Connecticut

35 Old Tavern Rd. Ste. 200

Orange, CT 06477

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

Review: It looks like there was some kind of glitch in their system saying I owed them $120, which I evidently did not owe them. I thought my membership with them was canceled three years ago, but they have been charging my account ten dollars a month for the past three years. I have called, emailed, and even arrived in person to try to resolve this, and every time there was some reason as to why I could not resolve the matter. I was told that if I wanted to resolve it, I would have to come during business hours (9-5) on a weekday. I work during business hours, so it has been difficult to arrange a meeting.

The thing that gets me is that the balance they said I owed was a complete glitch on their part, they would not allow me to work out there, yet they still feel that it is ok to charge me ten dollars a month. If I'm not allowed to utilize your services, then why are you charging me for them?!?! I was told repeatedly that I could not work out there because of my balance, nor could I cancel my membership without the billing manager who is only available in person during business hours. Yet they "can't" give me my money back for that time. Total insanity.Desired Settlement: I want all of the money that was taken from my bank account, from the moment the faulty balance of 119.99 was placed on my account to now.

Review: I canceled my membership via USPS mail on February 4, 2014 but I as still billed $19.99 membership fees in February, April & May 2014.I canceled my membership due to an injury to my knee. I contacted Planet Fitness a few times but I still haven't received a refund yet.Desired Settlement: Requesting reimbursement of $59.97 ASAP to my [redacted] debit card ending in [redacted], Expiration 07/2014.

Consumer

Response:

--------- Forwarded message ----------

From: Revdex.com of Metro Washington DC <[email protected]>

Date: Mon, Jun 9, 2014 at 11:21 AM

Subject: Fwd: Revdex.com Complaint [redacted]

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Fri, Jun 6, 2014 at 5:22 PM

Subject: Revdex.com Complaint [redacted]

To: "[email protected]" <[email protected]>

Hello,

Review: I was told by a desk worker in Dec. 2013 that my membership at the [redacted] Planet Fitness was cancelled, even though I never cancelled it. I told them it was no problem since I wanted to get a new Planet Fitness black card membership at the PF near my work in [redacted]. Then in mid January I got a written notice in the mail from the [redacted] PF saying that my account was overdue by $20. On 1/27/14 I went to the [redacted] PF and was told by the desk clerk that in fact my membership there was never cancelled and it was my credit card associated with the membership that had expired and I now owed them $40. The desk clerk said that the other staff had made a mistake by telling me that my membership was cancelled, but that I still had to pay the $40. I paid the $40, even though I never made any of the mistakes and I don't want anyone else to have to pay for the mistakes of the [redacted] PF desk workers. They should be trained to understand their system so customers don't have to pay for services never rendered with also the possibility of these mistakes having credit ramifications.Desired Settlement: $40 reimbursement for the club's mistake.

Business

Response:

To Whom It May Concern:

Review: I cancelled my membership with this establishment a few months ago and I recently found out that they are still attempted to debit a bank account that I no longer use. I went to the location to request that they cancel the membership again and I was told that I had to back a back balance of $119 for services that I have not use and should not have accumulated since the membership should have been cancelled months ago. I never knew that I was required to keep a copy of the cancellation slip since Ive never had this issue before but was told by the general manager Bruce that unless I paid the back balance they will keep debiting the bank account and wont cancel my membership. I think this is crazy when I followed their rules for cancelling the membership and went into the location and filled out the paperwork to cancel the membership yet they still kept attempting to debit the account. They have record that I havent entered their establishment in months since my membership was cancelled.Desired Settlement: I would like my membership cancelled and them to stop attempting to debit an account that I dont use and I now have to pay overdrafts fees since they are refusing to cancel this membership. I also would like the balance to be recitifed through the last month I used their establishment and nothing more since its not my fault that the cancellation wasnt input as I requested

Review: I was involved in a accident in February of 2012, and was under therapy,told the gym,and they said they would pass it on to manager, now my son wants to join, and he needs me to join cause he is only 15 so I called to join. they told me that I owed 179 dollars. told them again of my accident. They told me with a doctor note something would be done, which I got. and they said I was still getting billed, I said how. I never received a bill,they sent it to my previous address which, I changed with them two years ago when I moved. they wanted 9 months of payment, which I feel is unfair. I offered three months but they said I will keep getting billed unless I sent a register letter,or went in. which I did at 755 am.on june 4, The girl told me at this time she couldnt stop the billing.I just stormed out of there, they are trying to rip me off,and will hurt my credit, I called and talked with asst manager [redacted] on june 3rd and told him of my problem. he told me I had to pay the 179.00 and unless I came in they would continue to bill me.read the agreement he said. I ask [redacted] if I didnt pay two months could a person still work out. he said no, then how can you keeping billing someone,when techical there membership is no good after two month of non payment. he said thats the way we do it. read the agreement. this company is trying to rip me off and need your help.and as of today june 4th I still cant get them to stop billing me.Desired Settlement: I would like to pay them three months which is 60 dollars and continue my membership

Consumer

Response:

Revdex.com of Metro DC and Eastern PA

Review: A male friend signed up for membership and put me down as a guest/member, I did not sign any papers nor was I there when he joined the club.I never went to the facility and I never wanted to become a member.They were being paid by this gentlemen and now are not getting payments from him but are trying to bil me.I have spoken to a manager named [redacted] trying to rectify this and he said since my name was associated with the membership I have to pay,I explained I didn't sign any contract,I was never billed prior to today because if I were I could have tried to straghten out things before now,but he refused to rectify this problem. I appreciate some assistance since I knew that I never would commit to any memberships at this time because I am putting two children through college. Thank youDesired Settlement: I would like for them to go after the person who contractually is responsible.[redacted] and leave my credit history intact.

Business

Response:

Hello [redacted],

I spoke with [redacted] after receiving this complaint. He said he spoke with you earlier and after pulling your contract out he saw that you in fact did not sign up for the membership. You have been cancelled out and all debts have been removed. We are terribly sorry for the inconvenience. [redacted] signed himself and you up for memberships and paid for both of them up until January. At that point his credit card had changed, but since his name and address are not on your membership, he did not receive the letter stating as much for yours. Your credit was never in any way involved or affected by this mishap, the letters are just sent to the member directly so that there is no confusion. [redacted] took care of it all moments after you hung up the phone without allowing him to explain what he was going to do. When I pulled up the file it was already cancelled out with no debt, and a note was on your account saying that you did not sign up for the membership, but someone else did for you. A matter like this takes a little time to sort out, and he had no proof until he pulled out the physical contract that was not signed by you, that you in fact did not sign up for the membership. Many people claim that this is the case when they rack up a debt, so I hope that you could understand why at first he was hesitant to just waive fees. You are one of the rare cases where the claim was actually true. But he did take care of it for you, and you will no longer receive any notifications from Planet Fitness.

I hope that this clears things up for you. And I hope that in the future if you ever do consider joining a facility on your own that you would consider Planet Fitness. We strive to provide excellent customer service, and an easy going judgement free zone. If you have any other concerns please do not hesitate to contact me personally in the regional headquarters.

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.

Regards,

Review: In February or March 2013, I paid my daughter's ([redacted]'s) monthly gym fee of $19.99 using my debit card, authorizing a one time debit . On June 27, 2013, an unauthorized charge of $98.98 was deducted from my account without any notice. I immediately contacted Planet Fitness on June 27, 2013 several times only to get "a run-around" of you have to speak with the manager, he's not in the office, he's gone for the day call back tomorrow ... etc. My daughter spoke with the General Manager, [redacted] on June 28, 2013 who advised he could not reverse the charge and an email would have to be sent to the corporate office and a response could take up to four weeks. When a name and phone number for corporate was requested, **. [redacted] refused to provide that information.Desired Settlement: I want the charges reversed and the $98.98 put back into my account IMMEDIATELY. I do not nor will I ever have a membership with Planet Fitness. I did not sign a contract with them for their services and I certainly did not authorize a deduction from my bank account of $98.98.

Business

Response:

The card is expired and cannot be refunded as the expiration date must be updated. **. [redacted] must come into the gym to update the expiration date and **. [redacted] will refund the $98.98.

Review: I put my daughter on a planet fitness black membership/[redacted], on my debit card as a gift to her for getting her nursing degree, holding off her honeymoon til she graduated and raising 2 young children. due to her schedule it needs to be cancelled. she doesn't have time to go to planet fitness I have tried to do it over phone..they said she signed contract.....I didn' [redacted] my money...I was never advised that I had to be there to cancel membership....now they want a certified letter which is more money spent and time..they take my money over phone it should be cancelled that way. I was told by an employees....they make money on people that sign up and don't come...they were rude and ignorantDesired Settlement: 19.99 for month of August

Business

Response:

Good Morning,

I am responding in regards to complaint number [redacted]. My name is [redacted] and I work in the Planet Fitness Corporate office. The complaint by [redacted] states she is a financial cosigner for her daughters black card membership at our [redacted] location. Either her or her daughter would have had to fill out the membership agreement which clearly states the cancellation policy "To cancel your monthly membership and stop the monthly billing on the 17th of the month, the club requires written notification by the 10th of the month delivered to the club in person or via certified mail." We will cancel the membership for **. [redacted] but will not refund the disputed amount of $19.99 given that these policies are clearly stated in the membership and agreed to by both the member and financial cosigner. **. [redacted] did not provide the member number for her daughters membership or her daughters name so I was unable to find it. In order for me to cancel the membership, I will need this information. Thank you.

Sincerely,

[redacted]