Planet Fitness of Wentzville

This notification from Revdex.com is the first we have heard of any issue with a billing problem from ***We were not contacted prior to this being submittedOur regional manager called [redacted] and he said that he meant to submit this to his bank [redacted] has a membership with Planet FitnessThe membership agreement states that his monthly dues will be electronically deducted from his checking account on the 17th of every monthThe 17th is the date all over million Planet Fitness members dues are deductedWe have looked into this and found that the dues were deducted on the 17th per the contractMany times these electronic charges occur prior to a bank opening at 9amWhat occurred here was ***'s charge occurred a few hours prior to 9am so a deposit into the account after that time resulted in an overdraft feeWe spoke to [redacted] and he said he was all set

[redacted] is 100% correct She paid a buyout and we made an error and did not cancel the membershipWe will mail out a check for as soon as [redacted] responds that this is satisfactory Please ask [redacted] to have her bank refrain from attempting to collect the funds backWe apologize for the error and also that it was not handled properly when she phoned the club

Member states he came into the gym on the 9th and signed his cancellation formAny member coming in to the gym whether to use the facility or cancel is checked in [redacted] is not checked in on this date or any date over the last daysFurthermore a member does not sign a cancel formAfter they check in the staff member processes a cancel for the member and a cancel form is immediately emailed to the memberUnsure why [redacted] would say he signed a formLastlyTo threaten to come into the gym and become irate and create a scene over 20$ where we have employees working that are high school and college students boys and girls is pretty sadPlanet Fitness will waive the balance on the account and cancel the membership if the gentlemen is satisfactory to this

After looking into this today it appears the system double billed the member twice We will mail a refund check to the member todayWe will call and apologize for the error and let him know we are putting a check in the mail today for 40$

Member joined the club online on August 13thAfter receiving an email regarding a balance on her account, she called the club and spoke with the Assistant ManagerHe explained that the billing was entered online incorrectly and can easily be fixed if she provided us
with the correct bank account informationOnce the error was fixed we can waive her service feeIn her membership agreement, which was emailed to her immediately upon joining, it outlines the start up fee, prorated dues, first bill date, and $service fee which would be applied for any uncollectible fundsThe member came into the club in person and cancelled with the Club Manager on 8/23/Coincidentally that day her secondary payment method, which was to be used for any uncollectible funds as outlined in her membership agreement, was drafted for her monthly dues of $plus the $service fee.We have mailed a check for the $service fee to the address providedIn addition, the member absolutely has access to the club for the remainder of the cycle since it was paid forIf she chooses to continue her membership, we would gladly reinstate her membership for free.Thank you

Revdex.com:
First of all I don't work there so how was I supposed to know you don't sign anything to cancel. Secondly I didn't know a member was supposed to be checked in just to cancel a membership again I don't work thereThird obviously the employee I talked to didn't have proper training so how is that my fault? Fourth to try and call me a liar about coming in is ridiculousFifth I over exaggerated to get my membership cancelledLast what's really sad is that I had to involve the Revdex.com just to get this matter resolvedI don't blame the employees but I do blame management for not giving proper training along with planet fitness and their policiesThank you for cancelling as requested that's all I wanted in the first place and all of this would have been avoided.Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/01) */
Contact Name and Title: *** *** C.O.O
Contact Phone: XXX XXX-XXXX
Contact Email: ***@planetfitness.com
In response to the complaint above:
Mrs.*** and her husband signed up for memberships that required them to be
charged by EFT on the 17th of every
monthThe membership agreements that were both signed and initialed in places explained that there is an annual fee of 29$ plus tax charged on June of every monthEight signs were displayed in the gym the past days reminding members of their annual fee draft upcoming on 6-A copy of Both memberships were emailed to the ***'s email address they supplied us when they joined
Per the ***'s request I have mailed a check to the home address Mr & Mrs*** supplied for the plus tax
If the ***'s wish to cancel their memberships they can do so per the membership agreement which is by certified mail or in person at the clubIf there is anything else we can do please let us know

We have reviewed this complaint and offer the following:Both members signed up for our 10$ a month membershipThe membership agreements that were initialed and signed do state that there is an annual fee of 39$ plus tax billed on February of every yearOur rate sheets in the gym all indicate
that this annual fee is billed on Feb as wellAfter the customer fills out the agreement on the computer or iPad a copy is immediately and automatically electronically sent to the email address the customer suppliesAlso in the gym is signage notifying all members of the fee coming out of their accounts. We have called the complaintant and we were notified that the complaintant wished to talk our offer over with his spouseTo date we have not received a call back or a reply to our email. We have agreed per the complaintants request to refund both annual fees immediately if the members do not wish to continue their membershipIf this is agreeable we would just need a response back and this refund will be granted

The resolution is agreeable. I agree to take a refund of the annual fee for my memberships and cancel the memberships.

[redacted] is 100% correct.  She paid a buyout and we made an error and did not cancel the membership. We will mail out a check for 80.82 as soon as [redacted] responds that this is satisfactory.  Please ask [redacted] to have her bank refrain from attempting to collect the funds back. We apologize for...

the error and also that it was not handled properly when she phoned the club.

This notification from Revdex.com is the first we have heard of any issue with a billing problem from [redacted]. We were not contacted prior to this being submitted. Our regional manager called [redacted] and he said that he meant to submit this to his bank. [redacted] has a membership with Planet Fitness. The...

membership agreement states that his monthly dues will be electronically deducted from his checking account on the 17th of every month. The 17th is the date all over 10 million Planet Fitness members dues are deducted. We have looked into this and found that the dues were deducted on the 17th per the contract. Many times these electronic charges occur prior to a bank opening at 9am. What occurred here was [redacted]'s charge occurred a few hours prior to 9am so a deposit into the account after that time resulted in an overdraft fee. We spoke to [redacted] and he said he was all set.

Member states he came into the gym on the 9th and signed his cancellation form. Any member coming in to the gym whether to use the facility or cancel is checked in.  [redacted] is not checked in on this date or any date over the last 90 days. Furthermore a member does not sign a cancel form. After...

they check in the staff member processes a cancel for the member and a cancel form is immediately emailed to the member. Unsure why [redacted] would say he signed a form. Lastly. To threaten to come into the gym and become irate and create a scene over 20$ where we have employees working that are high school and college students boys and girls is pretty sad. Planet Fitness will waive the balance on the account and cancel the membership if the gentlemen is satisfactory to this

After looking into this today it appears the system double billed the member twice.  We will mail a refund check to the member today. We will call and apologize for the error and let him know we are putting a check in the mail today for 40$.