Princeton Athletic Corporation

Thursday, October 23, 2014Dear [redacted] :I am writing in response to complaints number [redacted] and [redacted] , which are identical complaints against our business, Planet Fitness The members filing these simultaneous complaints share billing information and therefore experienced the same issue.Following the first notification of these complaints, both members came into the facility, without being contacted, to resolve the dispute Unprompted, the offer was made to pay any debt owed and resume use of their memberships with our Planet Fitness I personally offered, as was indicated in the original complaint, to eliminate any service fees for uncollectable billing and accept payment for only the monthly dues outstanding Upon provision of new billing information for each of the accounts, the unpaid monthly dues were paid and the members have resumed regular use of their memberships here As a result, we consider the matter resolved and see no need for further action or intervention on the part of the Revdex.com Should our members feel otherwise, we will be happy to provide documentation of their respective membership agreements and records of the subsequent steps taken and conversations had I appreciate your notifications of complaints, and look forward to your confirmation that these matters are officially considered resolved Sincerely,Matt DGeneral Manager

------ Forwarded message ----------From: Revdex.com of Metro Washington DC Date: Fri, Jul 1, at 10:AMSubject: Fwd: Website: Complaint ResponseTo---------- Forwarded message ----------From: Date: Thu, Jun 30, at 1:PMSubject: Website: Complaint ResponseTo: [email protected] Response to a ComplaintComplaint ID#: [redacted] Company Name:Planet FitnessCompany Contact:Matt D [redacted] Company Phone: [redacted] 8Company Email: [redacted] Person Who Sent the Complaint: [redacted] lStaff Member: [redacted] Response:A complaint was filed on behalf of a member with our club following the termination of his membershipThe member came into the gym on June 7, 2016, canceled his membership, and left the gymNearly a week later, on June 13, 2016, the member's spouse called to contest charges made to the member's account, each of which had taken place prior to the membership cancellationAt the time of cancellation, the staff member on duty completed a cancel form on which the date of the final charge was clearly stated as June 1, The charge on June 1, represents the annual membership fee - a charge for which any member whose account was active on or after May 26, was responsibleThis is the third consecutive year the member has paid this same feeContrary to the impression it seems the complainant may have, this annual membership fee is labeled such because it is billed annuallyThe fee is not billed on the anniversary of a member's join date, nor is it linked to any period of twelve (12) consecutive months (future or past)Because the membership was active on and after May 26, 2016, the member was and is responsible for the payment of the $annual membership feeThe charge is not contingent upon use of the gym or retention of an active membership over the coming calendar yearThat distinction, and the deadline for cancellation of May 25, to avoid the $charge, are not only indicated in clear and plain terms in the original membership agreement, but were also relayed to the member at the time of cancel when he was informed that the date of the final charge was, in fact, June 1, The member's signature on the original membership agreement and subsequent signature of the cancellation form indicate the member's awareness and acceptance of those termsThere is no basis on which one could reasonably request a refund of the $fee charged June 1, 2016, as our notes indicate was already explained to the person by whom this complaint was filed during the phone call on June 13, If necessary, a copy of both the membership agreement and cancellation form can be presented to confirm the account detailed in this responseI look forward to the prompt resolution of this matter, as there are no grounds on which any of the charges made, all of which preceded the cancellation of the membership, can be disputed as unreasonable or undue Sincerely, Matt D [redacted] Operations Manager Planet Fitness Langhorne, PASent on: 6/30/1:15:PMSent by:

[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.] Revdex.com: 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] l

[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.] Revdex.com: 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] **

Business Response to a ComplaintComplaint ID#: ***Company Name: Planet FitnessCompany Contact: Matt D***Company Phone: (*** *** ***Company Email: ***@planetfitness.comPerson Who Sent the Complaint: *** **Staff Member: *** ***Response:The complaint suggested that despite a
membership cancellation in January (purchase date entered as 1/25/on the complaint), the former member was still charged an annual fee of $for "next year" in February The member is seeking a reimbursement of the $annual fee because the membership was canceled prior to the charge taking placeFirst, the annual fee, as is explained to each member, is not directly linked to any calendar yearThe assertion that the fee was charged for "next year" is inaccurateAn annual fee is charged once annually, but does not apply to either the previous or coming yearThe annual fee is a charge for which each member is responsible if she/he is an active member through the 25th day of the month preceding the annual fee due dateBecause the member's annual fee was scheduled for 2/1/17, she/he would have been obligated to cancel the membership on or prior to 1/25/to avoid that feeDespite the purchase date being entered as 1/25/17, the membership was not canceled until 1/28/As a result of the failure to cancel the membership in advance of the deadline set forth in the membership agreement and discussed in detail at the time of the enrollment, the member was still charged the annual fee of $on 2/1/17, as were all other members whose annual fees were scheduled for that date and whose memberships remained active on or after 1/26/It is evident, however, that this information is not made clear on the cancellation form on file for the complainant (member)As is the case with every membership, the cancellation form contains information about the final payment dueWhile the software accurately recognized that the cancellation on 1/28/did not eliminate the obligation to pay the annual fee on 2/1/17, the staff member completing the cancel failed to indicate the same on the cancellation document completedIt is obviously impossible to assume what information may or may not have been shared with the member by the staff member at the time, but the cancellation document clearly lists the final bill date, incorrectly, as 1/17/Therefore, it is not wholly unreasonable to assume that the member was not fully aware of the obligation to pay her/his annual membership fee at the time the membership was canceledAs a result of this error on the cancellation document, the business is compelled to provide a refund of the $annual fee as requested by the complainantThe former member will not be held responsible for a charge that took place after the "final bill date" of 1/17/as listed on the cancellation document, regardless of her/his obligations as set forth by the original membership agreementThe complainant will be issued a refund of the amount requested to the original payment method usedShe/he may feel free to contact the business directly with any questions or concerns about the refund.Sent on: 3/2/4:08:PM

------- Forwarded message ----------
From: Revdex.com of Metro Washington DC
Date: Thu, Oct 23, at 1:PM
Subject: Fwd: Complaint Response: Revdex.com Complaint ID Number *** and ***
To: *** *** ***>
---------- Forwarded message
----------
From:
Date: Thu, Oct 23, at 10:AM
Subject: Complaint Response: Revdex.com Complaint ID Number *** and ***
To: [email protected]
Please find attached the official response of Planet Fitness of ***, PA to complaints number *** and number ***. These complaints, filed by members of our facility on 9/25/14, have each been resolved

[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.]
Revdex.com:
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]

Response:The issues presented in this complaint have been resolved with our member directly and need not be addressed further by any third party. Please feel free to contact the customer to confirm that any and all concerns have been addressed.Sent on: 1/19/2016 5:54:55 PM

[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.]
Revdex.com:
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]l

Thursday,
October 23, 2014Dear [redacted]:I am writing
in response to complaints number [redacted] and [redacted], which are identical
complaints against our business, Planet Fitness.  The members filing these simultaneous
complaints share billing information and therefore experienced the same...

issue.Following the
first notification of these complaints, both members came into the facility,
without being contacted, to resolve the dispute.  Unprompted, the offer was made to pay any
debt owed and resume use of their memberships with our Planet Fitness.  I personally offered, as was indicated in the
original complaint, to eliminate any service fees for uncollectable billing and
accept payment for only the monthly dues outstanding.  Upon provision of new billing information for
each of the accounts, the unpaid monthly dues were paid and the members have
resumed regular use of their memberships here.  As a result,
we consider the matter resolved and see no need for further action or
intervention on the part of the Revdex.com. 
Should our members feel otherwise, we will be happy to provide
documentation of their respective membership agreements and records of the
subsequent steps taken and conversations had. 
I appreciate your notifications of complaints, and look forward to your
confirmation that these matters are officially considered resolved.   Sincerely,Matt DGeneral Manager

------ Forwarded message ----------From: Revdex.com of Metro Washington DC <[email protected]>Date: Fri, Jul 1, 2016 at 10:08 AMSubject: Fwd: Website: Complaint ResponseTo---------- Forwarded message ----------From: <[email protected]>Date: Thu, Jun 30, 2016 at 1:15 PMSubject:...

Website: Complaint ResponseTo: [email protected] Response to a ComplaintComplaint ID#:[redacted]Company Name:Planet FitnessCompany Contact:Matt D[redacted]Company Phone:[redacted]8Company Email:[redacted]Person Who Sent the Complaint:[redacted]lStaff Member:[redacted]Response:A complaint was filed on behalf of a member with our club following the termination of his membership. The member came into the gym on June 7, 2016, canceled his membership, and left the gym. Nearly a week later, on June 13, 2016, the member's spouse called to contest charges made to the member's account, each of which had taken place prior to the membership cancellation. At the time of cancellation, the staff member on duty completed a cancel form on which the date of the final charge was clearly stated as June 1, 2016. The charge on June 1, 2016 represents the annual membership fee - a charge for which any member whose account was active on or after May 26, 2016 was responsible. This is the third consecutive year the member has paid this same fee. Contrary to the impression it seems the complainant may have, this annual membership fee is labeled such because it is billed annually. The fee is not billed on the anniversary of a member's join date, nor is it linked to any period of twelve (12) consecutive months (future or past). Because the membership was active on and after May 26, 2016, the member was and is responsible for the payment of the $39 annual membership fee. The charge is not contingent upon use of the gym or retention of an active membership over the coming calendar year. That distinction, and the deadline for cancellation of May 25, 2016 to avoid the $39 charge, are not only indicated in clear and plain terms in the original membership agreement, but were also relayed to the member at the time of cancel when he was informed that the date of the final charge was, in fact, June 1, 2016. The member's signature on the original membership agreement and subsequent signature of the cancellation form indicate the member's awareness and acceptance of those terms. There is no basis on which one could reasonably request a refund of the $39 fee charged June 1, 2016, as our notes indicate was already explained to the person by whom this complaint was filed during the phone call on June 13, 2016. If necessary, a copy of both the membership agreement and cancellation form can be presented to confirm the account detailed in this response. I look forward to the prompt resolution of this matter, as there are no grounds on which any of the charges made, all of which preceded the cancellation of the membership, can be disputed as unreasonable or undue.  Sincerely, Matt D[redacted] Operations Manager Planet Fitness Langhorne, PASent on: 6/30/2016 1:15:46 PMSent by: 69.249.170.247

[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.]
Revdex.com:
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]