Taste of Maumee

[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] ***

[redacted] is correct in that we have no record of him attempting to cancel his membershipWe'd like to ask him how he went about cancelling the membership? Planet Fitness

***Thank you for reaching out to usI apologize we're discussing a negative experience you had at our Ewing, NJ locationIn my opinion this could have been handled differently and we will be reaching out to Marissa to speak with her in regards this incidentI will let you know that we do typically ask for a photo ID for guests of our Black card membersThis is to make the checking in process easier for that guest the next time they come to visitI 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 dayThe staff should have instructed you to sign in and bring your ID the next time you came to visitWe 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 experiencesWe spend a tremendous amount of time training our people to ensure this consistency across all of our locationsWith 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 differentlyOur goal is to address this issue so you nor any other visiting members have a similar experiencePlease accept my apologies and if you have any similar issues, please don't hesitate to let us knowCordially,William C [redacted] Planet Fitness

[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] ***

[redacted] I appreciate your positionUnfortunately we do not have anything on file validating that a cancellation was ever madeThere are only two ways we process cancellations are in person, in which case we give you a copy of your cancellation formThe other way is by sending us a certified letter via certified mailWe have gone ahead and cancelled the membership to ensure further billing won't take place.? I understand someone on our end has reached out to you to try and settle your balanceWe are willing to waive all your service fees accrued and settle for 50% of what was owedWe cannot waive your balance in its entirety due to not having proof of cancellationIf you'd like you can reach out to the club directly to make your paymentThat number is [redacted]

We have no copy of a cancellation on file for this accountIf [redacted] has a copy of her cancellation form proving her membership was cancelled then she can simply bring it in to the facility and show it to the facility Manager for her refund.Thanks,PF Management

We have no copy of a cancellation on file for this accountIf *** has a copy of her cancellation form proving her membership was cancelled then she can simply bring it in to the facility and show it to the facility Manager for her refund.Thanks,PF Management

***Thank you for reaching out to us expressing your concernI'll start by saying that when this issue first arose on June 17th, we were in the process of switching ManagersWe moved the existing Manager to a new location and Kenny was promoted up in EwingI say this because typically our
Managers would know exactly what to do but in this case Kenny wanted to engage his Regional Manager Alex to see the best way of handling thisAfter further analysis it appears the first call into us about your daughters membership cancellation was on June 17thWhen the call was taken our Team members asked "how" the membership was cancelledThe response we received was that a piece of paper was filled out when your daughter came in to cancelWe proceeded to let her know that we are paperless and only process our cancellations via our POS system at the deskIt's an automated process and doesn't involve paperAfterwards we discussed how we could process the cancellation and that we just needed her to come back inWe never received a visit or a reply call to rectify the issueBecause of that the billing continued for July and AugustMore recently we received communication from you outlining your desire for a refund. Alex went ahead and had the membership cancelled to avoid any further billing from happening in August, even though we never received the visit we requested to get the signatures etc to terminate the billing agreementIn this case we don't issue refunds because the staff is required to have someone sign off on the electronic screen to terminate the billing agreementWe appreciate the fact that your daughter is a student and apologize for not being able to accommodate every request we receiveIf there's anything further we may be able to do for you please don't hesitate to askWish you daughter the best of luck this school year.Cordially,Executive Management TeamPlanet Fitness NJ

***Thank you for reaching out to us expressing your concernI'll start by saying that when this issue first arose on June 17th, we were in the process of switching ManagersWe moved the existing Manager to a new location and Kenny was promoted up in EwingI say this because typically our
Managers would know exactly what to do but in this case Kenny wanted to engage his Regional Manager Alex to see the best way of handling thisAfter further analysis it appears the first call into us about your daughters membership cancellation was on June 17thWhen the call was taken our Team members asked "how" the membership was cancelledThe response we received was that a piece of paper was filled out when your daughter came in to cancelWe proceeded to let her know that we are paperless and only process our cancellations via our POS system at the deskIt's an automated process and doesn't involve paperAfterwards we discussed how we could process the cancellation and that we just needed her to come back inWe never received a visit or a reply call to rectify the issueBecause of that the billing continued for July and AugustMore recently we received communication from you outlining your desire for a refund. Alex went ahead and had the membership cancelled to avoid any further billing from happening in August, even though we never received the visit we requested to get the signatures etc to terminate the billing agreementIn this case we don't issue refunds because the staff is required to have someone sign off on the electronic screen to terminate the billing agreementWe appreciate the fact that your daughter is a student and apologize for not being able to accommodate every request we receiveIf there's anything further we may be able to do for you please don't hesitate to askWish you daughter the best of luck this school year.Cordially,Executive Management TeamPlanet Fitness NJ

***Thank you for reaching out to usI'm sorry to hear about the issues your having at one of our Planet Fitness locationsWe'd obviously like to help you in any way we canCould you please let me know which facility you're having this issue in? I'd also say that typically we encourage
members to address these types of issues directly with the local Management at the members facilityIf you're unable to reach Management then we have resources available online at the Planet Fitness website to register issues or complaintsTypically we don't recommend going to the Revdex.com unless you've exhausted all of these resourcesRegardless, we are aware of the issue and will await hearing from you in regards to the facility you're having an issue inAlso, if you know the name of the individual, that would also be of help.Thanks,Planet Fitness Executive Management

*** is correct in that we have no record of him attempting to cancel his membershipWe'd like to ask him how he went about cancelling the membership? Planet Fitness

***I appreciate your positionUnfortunately we do not have anything on file validating that a cancellation was ever madeThere are only two ways we process cancellations are in person, in which case we give you a copy of your cancellation formThe other way is by sending us a certified letter via certified mailWe have gone ahead and cancelled the membership to ensure further billing won't take place. I understand someone on our end has reached out to you to try and settle your balanceWe are willing to waive all your service fees accrued and settle for 50% of what was owedWe cannot waive your balance in its entirety due to not having proof of cancellationIf you'd like you can reach out to the club directly to make your paymentThat number is ***

*** is correct in that we have no record of him attempting to cancel his membershipWe'd like to ask him how he went about cancelling the membership? Planet Fitness

***Thank you for reaching out to usI'm sorry to hear about the issues your having at one of our Planet Fitness locationsWe'd obviously like to help you in any way we canCould you please let me know which facility you're having this issue in? I'd also say that typically we encourage
members to address these types of issues directly with the local Management at the members facilityIf you're unable to reach Management then we have resources available online at the Planet Fitness website to register issues or complaintsTypically we don't recommend going to the Revdex.com unless you've exhausted all of these resourcesRegardless, we are aware of the issue and will await hearing from you in regards to the facility you're having an issue inAlso, if you know the name of the individual, that would also be of help.Thanks,Planet Fitness Executive Management

Complaint: ***Unfortunately I do no longer have my copy of that form having joined another planet fitness and having no
issue, and moving into a new homeMy email and phone number on file should be current, but I have not received any calls or voicemailsIs telephone number how they would link my current account at the Planet Fitness I have been attending and my past account? That should show that it hasn't changedAlso I'm not sure why I've been attending my local Planet Fitness for months before this came up, it was rather embarassing to go to work out at a gym where me and my wife have always paid our membership fees on time and be told I have such a large sum of overdue fees when I was sure everything had been taken care ofI'm not sure why I've been continually billed on a membership I cancelledI remember canceling because I originally tried to end my membership over the phone but was told it had to be done in person, so I drove about minutes out of the way to go and cancel in person.
Regards,
*** ***

*** We appreciate you reaching out to us and making us aware of your situationIn advance of my response I will tell you that as of today any balance that was on the account has been waived and your account has been cancelledWith that said, our cancellation policy is written on your
membership agreement formIt states that if you'd like to cancel you have two optionsOne would be to just stop into the club and let anyone at the front desk know that you'd like to cancelThe other option, if you're unable to make it in would be to send us a CERTIFIED letter via CERTIFIED mailBy sending your letter certified you know your letter has been received at the correct business and who on staff signed for itThis way if for whatever reason the cancellation didn't happen as it should, you would have record that everything was received on our end and that you were coveredIn this case you state a letter was sent but we have no record of a cancellation letter sent by youIf you were still getting billed a simple call into the club or a quick visit to the front desk would have cleared all of this up for youRegardless, your membership has been cancelled, no outstanding balances are on the account and you are free to goWe appreciate your patronage while we had itGood luck in your future ventures and hopefully we can earn your business back in the months to come.Cordially, PF Staff

Complaint: ***Unfortunately I do no longer have my copy of that form having joined another planet fitness and having no
issue, and moving into a new homeMy email and phone number on file should be current, but I have not received any calls or voicemailsIs telephone number how they would link my current account at the Planet Fitness I have been attending and my past account? That should show that it hasn't changedAlso I'm not sure why I've been attending my local Planet Fitness for months before this came up, it was rather embarassing to go to work out at a gym where me and my wife have always paid our membership fees on time and be told I have such a large sum of overdue fees when I was sure everything had been taken care ofI'm not sure why I've been continually billed on a membership I cancelledI remember canceling because I originally tried to end my membership over the phone but was told it had to be done in person, so I drove about minutes out of the way to go and cancel in person.
Regards,
*** ***

[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,
*** ***

***I appreciate your positionUnfortunately we do not have anything on file validating that a cancellation was ever madeThere are only two ways we process cancellations are in person, in which case we give you a copy of your cancellation formThe other way is by sending us a certified letter via certified mailWe have gone ahead and cancelled the membership to ensure further billing won't take place.? I understand someone on our end has reached out to you to try and settle your balanceWe are willing to waive all your service fees accrued and settle for 50% of what was owedWe cannot waive your balance in its entirety due to not having proof of cancellationIf you'd like you can reach out to the club directly to make your paymentThat number is ***

We have no copy of a cancellation on file for this accountIf *** has a copy of her cancellation form proving her membership was cancelled then she can simply bring it in to the facility and show it to the facility Manager for her refund.Thanks,PF Management