Platinum Fitness

This gym my husband and I have been members of for a couple years. It is not fancy but has all the necessary equipment and plenty of space and machinery to get a great workout. The hours are good, the price is right and its no frills environment is honestly a plus. The downside--maintenance is lacking. When the AC broke this summer it took a month at least to fix, the roof/ceiling leaks were repaired I guess and are leaking again. The buckets they have to catch the water in the middle of the gym sat there for weeks-untouched-just cess pools of stagnant dirty water-in the middle of the gym. Lastly, many of the machines have worn parts that need replacement/repair and it's just not being done. We enjoyed our time but are switching gyms because of these things.

I have been a member for 3 months, starting on a trial (which I almost did not continue as I was promised the 3 weeks have same benefits as the other members including the "In Body" body fat analysis, and menu-diet.) After signing up, they claimed no, we do not allow the body fat machine until the end? It is pricey to join, esp if you do not wish to be stuck in a yearly contract (who does these days). The coaches and classes are very good-- enthusiastic, and varied- and 30 minutes.. perfect. The main issue is price and the fact that, I was sick for 2 weeks and they dont care. At first the girl up front said you can bring a Dr note (what am I in grade school?) .. later she informs me, "sorry you misunderstood, we ONLY accept a Dr note if you are on the yearly plan. OKAY.. I am out.
It is one thing to miss paying $30 but One seventy Five a month, NO! Whether you go on a vacation.. are sick, you are out the money.

[redacted] came into the gym to discuss his personal training [redacted] verified that he did sign the gym membership and the personal training contract and he did agree to the open ended personal training contract I let him know that he owed from Oct ***-May [redacted] $ [redacted] a month for a total of $ [redacted] , late fees of $ [redacted] for each month for a total of $ [redacted] , the maintenance fee $***, the rest of the first personal training contract sessions at $ [redacted] each for a total $ [redacted] (he paid $ [redacted] up front) so he owed $ [redacted] He also owed for the open ended personal training contract of $ [redacted] for Jan ***-May *** The total owed to Platinum Fitness is $ [redacted] As a courtesy and good customer service Platinum Fitness said that the late fees would be waived and he would not be charged for June [redacted] - Sept *** Platinum Fitness believes that we have been more than fair to Danny and do not owe him any refunds

This member was very disrespectful towards the Platinum Fitness staffHe used vulgar and abusive language in a threatening manner towards the Platinum Fitness staff [redacted] was contacted times via email and phone to get payment on the balance owed and update his credit card to avoid his account being sent to the collection agency [redacted] never responded to any form of contactThe account was past due for over days so it was sent to the collections agencyPlatinum Fitness waived all late fees and the collection agency fee for [redacted] [redacted] was told that the rates did go up and there was information up at all of the locations informing all members of the price increase [redacted] was told that if he wanted to cancel he would have to fill out the paperwork and his account would be cancelled [redacted] has not to this day every filled out any paperwork to cancel and is continuing to use the gym at the new rate which he was told aboutPlatinum Fitness has removed [redacted] from collections

[redacted] monthly dues are $ [redacted] a month This is his original rate when he signed up [redacted] account was charged $ [redacted] on Dec I am not sure why he has said that it was not changed when it was Platinum Fitness has been more than helpful to [redacted] Please close this complaint as it has been taken care of Thank you Platinum Fitness

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and accept, almost, everything that was stated in the response The reasons for the guarded acceptance are: #- Regretfully the person responding has NOT identified themselves I prefer to deal with a known entity rather that some nameless individual hiding behind a company name #- There was no response to my claim to dispute the fact no one, of any identification, attempted to make contact with me although it was stated contacts, or attempts, had been made several times I do believe that I an entitled to a response, a confirmation documentation, to my statement #- Nothing has been mentioned regarding the condition of some of the equipment as I have mentioned previously Sincerely, [redacted]

Mona was advised multiple times that she needs to contact Fit Smart the company that she signed the contract with if she would like to cancelFit Smart was the company that charged her Mona is not a Platinum Fitness member Platinum Fitness provided the space for Fit Smart to do the week challenge at Platinum Fitness has no control over the policies and procedures that Fit Smart has Mona signed the contract with Fit Smart and their polices and procedures are outlined on the contract she signed Her contract is attached Mona was advised that she would need to a key to get into the gym due to the fact that the gym is not staffed hours All of this was explained to Mona Platinum Fitness cannot cancel a person who is not our member Platinum Fitness cannot cancel someone who is under another companies contract Mona will need to contact Fit Smart to speak with them about a refund and canceling Thank you Platinum Fitness

Platinum Fitness has responded to *** *** several times explaining the rate increase It states in the membership agreement that Steven signed that Platinum Fitness has the right to raise the rates Steven signed up for a month to month membership and is not in a commitment
I sent him a copy of his contract for him to see, this is attached here Platinum Fitness has an equipment service company come to all of our locations every month to check all of the equipment If there is a part that needs to be fixed it is ordered and fixed There are supplies all over the gym for members to use such as paper towels, filled spray bottles etc Platinum Fitness has a cleaning company come to all of the locations times a week to clean the gyms I have changed Steven's rate back to $** from the $** that it went up to I am sorry that he did not see any of the information that was available for all members to see about the rate increase As a show of good customer service his rate is now $**Platinum Fitness does not fee that we owe Steve a refund Thank you

The credit card that was on file was being declinedWe do not know why the credit card was being declinedAs a courtesy and good customer service Platinum Fitness waived all of the late fees and the collections agency fees*** demanded several times that I discuss other members accounts with
herI stated every time that we do not discuss other members accounts that is our policy*** ask about cancelling the membership and was told that *** had to fill out the cancellation form and then he would be cancelledTo this day *** has never filled out and signed a cancellation formPlatinum Fitness does not owe any refunds we have went above and beyond to waive all late fees and the collection agency fee*** was taken out of collections and this did not hit his credit per the collection agency

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is marginally acceptable to me.   There are at least two items of equipment that are in need of repair that have been out of order for more than two weeks.  One has been marked as "Out of Order", the other, a stationary bicycle is not even marked.  If I were to have that service company, they would NO LONGER be my service company.  The cleaning company needs to pay more attention to the paper towels, spray bottles and the hand sanitizer dispensers.  Members do not relish the idea of trying to find dispensers that are operational,Sincerely, [redacted]

This member was very disrespectful towards the Platinum Fitness staff. He used vulgar and abusive language in a threatening manner towards the Platinum Fitness staff. [redacted] was contacted 26 times via email and phone to get payment on the balance owed and update his credit card to avoid his account...

being sent to the collection agency. [redacted] never responded to any form of contact. The account was past due for over 90 days so it was sent to the collections agency. Platinum Fitness waived all late fees and the collection agency fee for [redacted]. [redacted] was told that the rates did go up and there was information up at all of the locations informing all members of the price increase. [redacted] was told that if he wanted to cancel he would have to fill out the paperwork and his account would be cancelled. [redacted] has not to this day every filled out any paperwork to cancel and is continuing to use the gym at the new rate which he was told about. Platinum Fitness has removed [redacted] from collections

[redacted] came into the gym to discuss his personal training.  [redacted] verified that he did sign the gym membership and the personal training contract and he did agree to the open ended personal training contract.  I let him know that he owed from Oct [redacted]-May [redacted] $** a month for a...

total of $[redacted], late fees of $[redacted] for each month for a total of $[redacted], the maintenance fee $[redacted], the rest of the first personal training contract 10 sessions at $** each for a total $[redacted] (he paid $** up front) so he owed $[redacted] .  He also owed for the open ended personal training contract of $[redacted] for Jan [redacted]-May [redacted].  The total owed to Platinum Fitness is $[redacted].  As a courtesy and good customer service Platinum Fitness said that the late fees would be waived and he would not be charged for  June [redacted] - Sept [redacted].  Platinum Fitness believes that we have been more than fair to Danny and do not owe him any refunds.

[redacted] monthly dues are $** a month.  This is his original rate when he signed up.  [redacted] account was charged $** on Dec.  I am not sure why he has said that it was not changed when it was.  Platinum Fitness has been more than helpful to[redacted].  Please close this complaint as it has been taken care of.  Thank you.
 
Platinum Fitness

Mona was advised multiple times that she needs to contact Fit Smart the company that she signed the contract with if she would like to cancel. Fit Smart was the company that charged her.  Mona is not a Platinum Fitness member.  Platinum Fitness provided the space for Fit Smart to do the 16...

week challenge at.  Platinum Fitness has no control over the policies and procedures that Fit Smart has.  Mona signed the contract with Fit Smart and their polices and procedures are outlined on the contract she signed.  Her contract is attached.  Mona was advised that she would need to a key to get into the gym due to the fact that the gym is not staffed 24 hours.  All of this was explained to Mona.  Platinum Fitness cannot cancel a person who is not our member.  Platinum Fitness cannot cancel someone who is under another companies contract.  Mona will need to contact Fit Smart to speak with them about a refund and canceling.  Thank you.
 
Platinum Fitness

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and accept, almost, everything that was stated in the response.  The reasons for the guarded acceptance are:
#1 -   Regretfully the person responding has NOT identified themselves.  I prefer to deal with a known entity rather that some nameless individual hiding behind a company name.
#2 -  There was no response to my claim to dispute the fact no one, of any identification, attempted to make contact with me although it was stated contacts, or attempts, had been made several times.  I do believe that I an entitled to a response, a confirmation documentation, to my statement.
#3 -  Nothing has been mentioned regarding the condition of some of the equipment as I have mentioned previously.
Sincerely, [redacted]

Their statement that they are returning my monthly dues to its original amount has NOT happened as indicated in my email to you on [redacted]. I have paid the stated amounts on my credit card statements only because I do not wish to be in default of my obligation to pay and will not accept any interest charges for paying less than the charged amount because the vendor cannot live up to their stated agreement.

Review: I purchased a personal training package in 04/2013, but was in a auto accident 5/6/2013 which cause injury to my spine. Platinum Fitness began to charging my account (2 payments) of person training although they were provided letters excusing my participation in gym and personal training. The manager at the time accepted the physician notes and held further charges and agreed that once I recover and am released from restriction I could begin the personal training. In the Fall on 2013 I asked my physician for permission to attempt to work with Platinum Fitness's "Professional Personal Trainer" named [redacted] who stated he could work with me around my injuries. After the initial session, I was in more pain and did not return for additional sessions. I advised the manager "[redacted]" and he stated that once I fully recover that I could return to use the personal training. Unfortunately my 1 year gym contract expired April 2014 and I was advised by the new gym manager that I would not be refunded any money paid towards the personal training and my notes from my physician should have been provided by my general physician or an orthopedic physician, not my chiropractor. I was Never told there was any issue accepting the doctor's notes I provided and was shocked at the number of time I had to leave messages for the new manager to respond. He stated there was no one else to contact and his decision was final. .Desired Settlement: I would like the money I paid for personal training that I did not receive refunded to me.

Business

Response:

We do have record of Ms. [redacted]r's initial agreement, found to be cancelled and the two chages of $145.52 she was billed for. Employees cannot make independent arragments outside of the scope of the contract with any customers. Training is nonrefundable and a Doctors note would only be used to break a term agreement and future charges and would have no bearing on previous charges. Additionally, all training purchased for one month has a 60 day expiration and that expiration can be extended by up to three months for a total of five, if the customer chooses to interrupt service. Therefore, Ms. [redacted]'s sessions would have expired in October and Noverber of 2013 respectfully. With that said, we have no documentation of any agreements with previous management or doctors notes pertaining to this claim. Manager [redacted] was not spoken to about this concern in fall of 2013, Ms. [redacted]r Spoke with Assistant Manager [redacted]. She was offered the sessions at that time because they would have been available. The "new manager being refered to is named [redacted] and the first and only correspon[redacted]ce with him was on March 26th 2014. This contact was made via mail and was followed up via telephone, in which Ms. [redacted] was told that the sessions were no longer available and training is non-refundalble. At this time if Ms. [redacted]r would like to use our training services again, Platinum Fitness will require clearance from a medical doctor and we are willing to give one month of complimentary training as a courtesy for any miscommunication from prior management no longer with the company. This offer is valid for up to 30 days from this response. There are no refunds in this case.

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.

Regards,

[redacted]r

Review: I was told my fitness membership had been cancelled in August, I've since paid for August's dues and additionally am continuing to be charged Platinum Fitness's monthly dues. I was just charged for September as well.

Please return Septembers monthly charge and stop charging my debit card.Desired Settlement: Please return Septembers monthly charge to my debit card and follow through with the gym membership cancellation that was supposed to occur in August. (Due to relocation)

Business

Response:

On march 13th 2015 the customer joined a 12 month contract term membership. Customer filled out a request for account deactivation on 8/10/15 selecting relocation as the reason. The request was reviewed on 8/11/15 and satisfactory proof of new residency was not supplied. A message was left for the member on the telephone number supplied on deactivation form that same day and no response was received. Subsequently this members account delcined payment fo august and a late charge was applied to which he left a message stating he will not pay unless the late fee was waived, this payment has since been made. A follow up call was made to the customer by manager Dan advising that the late fee cannot be waived and the account had not been cancelled due to unsatisfactory proof of relocation. The customer said he does not have required proof of his move. A this time the burdon of proof to terminate contract term falls entrily on the member, as stated on the phone directly to the complaining party. Proof of relocatoin must be sent to the club or the member may pay out the contract term in order to cancel said account.