Ronald McDowell Farm

***, Thank you for your inquiryI'd just like to remind you that you're able to voice any concerns or feedback directly through the Planet Fitness website at www.planetfitness.comWe are of course more than willing to field your inquiry through the Revdex.com as wellWith that said, I'd like to take a moment to explain how the "Unlimited Services" work with our Black Card membershipsUnlimited really refers to the amount of times these services can be used over the life of the membershipIt doesn't refer to how many times one can use the services consecutively, in a rowTo be honest, the rule of thumb is that a member should only be getting token at a time so that these services can remain open for the rest of our Black Card membersImagine if we let everyone do what you're proposingWe'd have people lined up waiting for other members to finish their minute massage chair session(s)Knowing there are only two chairs in the club, that could pose a big problem during our busier times of the dayFor this reason, we typically enforce the policy previously describedIf the staff is giving you coins then already we feel their being more than accommodatingDepending on how the traffic loads appear to be in the club that day the staff may be willing to be a bit more accommodating but the policy is that members get a single coin/token when using the Black Card servicesIf you have any further questions feel free to let me knowCordially, PF Executive Management

Complaint: [redacted] I am rejecting this response because: This is not how a customer should be treatedI had major surgeriesAnd a minor one upon returning to work.To anyone reading this, if you have any medical conditions, they aren't looking past thatThey want your moneyThat's all.I will be sure to tell my friends and family and my coworkers and they will transmit to their friends n families and so forthI found a hour gym for $down and $a monthI believe I will be moving my membership Regards, Stephanie [redacted]

[redacted] ,We have tried our best to explain the policy that we enforce for all members across all clubsWe aren't trying to be difficult, nor are we doing anything other than what we enforce across the boards for everyone of our valued membersWe do not have the ability to change bill dates for annual feesMy understanding is that the Manager of the facility tried explaining this to you, as did our Regional Manager AlexWe even tried to make other accommodations for you including waiving the current months dues, on top of the months your membership was already frozen for where no billing was taking placeYour fee of $can be paid at the front desk or via the website at [redacted] If there is anything further we can do for you please don't hesitate to let us knowAs much as we'd hate to lose your business, should you want to proceed with the cancellation just let us know and we would be happy to facilitate that for youHave a great rest of the week

[redacted] I wanted to respond and let you know how sorry we are that you had an incident in the Clementon, NJ parking lotI wanted to get to you in regards to your concerns with the parking lot lightingThe lighting in the parking lot is controlled by [redacted] not Planet Fitness nor the LandlordThe panel that controls all of the lighting is in a back room at the [redacted] facilityWe fight this battle with the Landlord and [redacted] every year with getting the lighting adjusted in the parking lot, due to daylight savings etcThe Landlord has to send a written request to the [redacted] headquarters in order to get this adjustedYou'd think it would be as easy as just walking into the [redacted] facility and requesting the change but that is NOT how [redacted] operatesThe language in their lease prevents anyone but the [redacted] headquarters approving that requestThis is why you see the lights installed over top of our facilityWe, ourselves, had to install flood lights on our roof to shoot out over the front entrance area to provide some lighting, since this has been an issue in the pastI will be reaching back out to the Landlord again today to express our discontent with the situation and request the letter, again be sent with some level of urgencyIn the event you would like to express your not happy with my response feel free to reach out to the LandlordThat company is [redacted] ***

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
THIS IS NOT HOW YOU TREAT A CUSTOMER.I have not been an active member for even half of 2015.I'm not asking for a lotI'm actually okay with paying the yearly fee, but later on.remove the feeOr allow me to use the club, and let me pay $10-$a month on the negative balance of the year feeI'm NOT going to keep paying for a membership I cannot use.If you cannot work with me, I will continue with my complaint, cancelAnd tell my friends, family and huge amount of coworkers of this horrible customer service and suggest against them being customers as its unfair practices.ESPECIALLY SINCE IT CONSTITUTES CONSUMER FRAUD ACTThe people at the front tell me no problem it will be fixed and that the book is LOOKED AT EVERY DAY, and I get a response over a week or so laterAnd it's the opposite of what I'm told.
Regards,
Stephanie ***

The address is *** *** *** *** *** ** *** *** ** ***My wife and I
cancelled at the same time with two different employeesThe manager did mine but I guess it wasn't completed since we kept getting chargedA different employee completed my wifes cancellation successfullyThe 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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Behalf Of SWAT MEMBERSHIP Sent: Thursday, July 09, 1:PM Dear Sir / Madam, Mr*** sent an email regarding this complaint in May 28, SWAT responded to him on June 2, explaining his billing1) 3/1/ Credit card for Mr***'s automatic billing account was declined and
incurred a $charge back fee2) 3/ 2/ Mr*** approached us and said that his card was involved in credit card fraudHe has a new card to process, we stated that we don't have authorization to enter anyone's accountHe can remove the card himself and add new card info to his billing account2) 4/3/15 SWAT charged his account with the charged back addedMr*** miscalculated his billing and the amount that he stated to you was incorrect3) 5/28/*** *** has entered into the swimming business (Team Escalate)4) 6/2/SWAT gave *** *** full billing record from September ~ May 2015. Please see correspondence attachment for more information5) 6/19/SWAT filed a formal complaint to *** * *** *** regarding *** ***'s unethical recruiting6) 6/19/*** *** has contacted you regarding billing issue and has discredited our business on the websiteKnowing in 6-2-2015 that he miscalculated and was incurred a $declined charge back feeWe are currently waiting for arbitration and will include this (Revdex.com) complaint to our additional complaint to *** * *** ***We are prepare to provide more detail information should you have further questions Thank you for your prompt attention on this matter Sincerely,

Maryjo, When you say you sent the letter, I'm hoping you mean you sent a certified letter as we request when a member is indeed looking to cancel? Your two options for cancelling are to come in, in person or to send us a certified letterThe reason we ask for certified letters is for this very
reason, so that YOU have proof the letter was received on our endIf the cancellations weren't processed it's because we never received the letterWe are sympathetic to your situation and make cancelling at PF a somewhat painless process in the hopes that when you and your husband are ready to come back, that you'll make PF your first stopI have contacted the club Managers, have had both of the accounts cancelled and have wiped the balances cleanIn the future, please note that you need to send us a certified letter or come in to the club to properly process a cancellationIf you're happy with the result then please make the Revdex.com aware so we can resolve this issue.Thanks, Planet Fitness - Clementon, NJ

Complaint: ***
I am rejecting this response because: it does not address all the concerns listed And, the concern that has been addressed is inept It seeks to pass the responsibility into me as a gym member to try and rectify the problem Also, in the response there are admissions that the company has know about this problem for sometime, which, is even more unsettling Again, the response does not address the concerns regarding an outside security camera, notification to members to be vigilant in the unsafe parking lot and the request for reimbursement of the replacement of my car window due to the knowledge of the unsafe condition and lack of notice that the parking lot was being targeted for thefts I, along with other members are still faced with an unsafe and unprotected parking lot Respectfully, I would like ALL of my concerns addressed
Regards,
*** ***

***,thank you for reaching out to usIf 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?

We believe that this was a misunderstanding due to time constraints and the escrow having to close as soon as possible***'s response and approval is attachedShe was aware that there were estimates givenOne for Mold Remediation and one for small Repair.On May 31st, *** received a call from
*** requesting the repair to be complete that same day by 1pm, because the new buyers were coming to do a walk throughAnd the repair had to be done*** went himself and installed the drywall that morning*** met the new owners real estate agent. It was a concrete wall that needed the drywall glued on which needed to dry*** called *** and explained that we would finish the tape and texture the following day, June 1stWe did this*** spoke with *** this last Friday reminding her of their telephone conversations regarding the need for repair to be done as quickly as possibleShe did remember and said she would remove this complaint

[redacted],We have tried our best to explain the policy that we enforce for all members across all clubs. We aren't trying to be difficult, nor are we doing anything other than what we enforce across the boards for everyone of our valued members. We do not have the ability to change bill dates for annual fees. My understanding is that the Manager of the facility tried explaining this to you, as did our Regional Manager Alex. We even tried to make other accommodations for you including waiving the current months dues, on top of the 9 months your membership was already frozen for where no billing was taking place. Your fee of $41.73 can be paid at the front desk or via the website at [redacted] If there is anything further we can do for you please don't hesitate to let us know. As much as we'd hate to lose your business, should you want to proceed with the cancellation just let us know and we would be happy to facilitate that for you. Have a great rest of the week.

[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

Complaint: [redacted]
I am rejecting this response because:
This is not how a customer should be treated. I had 3 major surgeries. And a minor one upon returning to work.To anyone reading this, if you have any medical conditions, they aren't looking past that. They want your money. That's all.I will be sure to tell my friends and family and my coworkers and they will transmit to their friends n families and so forth. I found a 24 hour gym for $1 down and $5 a month. I believe I will be moving my membership.    
Regards,
Stephanie [redacted]

[redacted], Thank you for your inquiry. I'd just like to remind you that you're able to voice any concerns or feedback directly through the Planet Fitness website at www.planetfitness.com. We are of course more than willing to field your inquiry through the Revdex.com as well. With that...

said, I'd like to take a moment to explain how the "Unlimited Services" work with our Black Card memberships. Unlimited really refers to the amount of times these services can be used over the life of the membership. It doesn't refer to how many times one can use the services consecutively, in a row. To be honest, the rule of thumb is that a member should only be getting 1 token at a time so that these services can remain open for the rest of our Black Card members. Imagine if we let everyone do what you're proposing. We'd have people lined up waiting for other members to finish their 25 minute massage chair session(s). Knowing there are only two chairs in the club, that could pose a big problem during our busier times of the day. For this reason, we typically enforce the policy previously described. If the staff is giving you 2 coins then already we feel their being more than accommodating. Depending on how the traffic loads appear to be in the club that day the staff may be willing to be a bit more accommodating but the policy is that members get a single coin/token when using the Black Card services. If you have any further questions feel free to let me know. Cordially, PF Executive Management

[redacted] I wanted to respond and let you know how sorry we are that you had an incident in the Clementon, NJ parking lot. I wanted to get to you in regards to your concerns with the parking lot lighting. The lighting in the parking lot is controlled by [redacted] not Planet Fitness nor the...

Landlord. The panel that controls all of the lighting is in a back room at the [redacted] facility. We fight this battle with the Landlord and [redacted] every year with getting the lighting adjusted in the parking lot, due to daylight savings etc. The Landlord has to send a written request to the [redacted] headquarters in order to get this adjusted. You'd think it would be as easy as just walking into the [redacted] facility and requesting the change but that is NOT how [redacted] operates. The language in their lease prevents anyone but the [redacted] headquarters approving that request. This is why you see the lights installed over top of our facility. We, ourselves, had to install flood lights on our roof to shoot out over the front entrance area to provide some lighting, since this has been an issue in the past. I will be reaching back out to the Landlord again today to express our discontent with the situation and request the letter, again be sent with some level of urgency. In the event you would like to express your not happy with my response feel free to reach out to the Landlord. That company is [redacted]

[redacted], I wanted to thank you for reaching out to us. The issue here is that Planet Fitness has a policy with members freezing their accounts for medical purposes. We ask all of our members, across all 1,000 locations to submit a doctors note to the front desk staff prior to any...

suspension of billing. We ask the doctor to document what the issue is and the predetermined period of time that the member will be unable to work out. From there we temporarily "Freeze" the membership. By enforcing this policy across all of our clubs it ensures people aren't taking advantage of the situation and are only not getting billed for the period of time they are unable to use the gym. What appears to have happened here is you came to us after the fact looking for us to retroactively freeze your billing or move your annual fee date to another month, which we are unable to do. Our systems do not allow us to alter an annual fee bill date. With that said, we will leave the balance on your account until you are able to pay it. Until such time unfortunately you will be unable to use the facilities. We apologize for any inconvenience this may have caused you and we look forward to having you back in the gym once your balance is paid in full.