Stephens Auto Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I have reviewed the response from Planet Fitness and I reject their claim that I opened different accounts onlineI only opened one account in April for my father as a giftIn January I went into the Germantown location to change the name on the account as my father never used his membershipI did in fact call the Germantown location to speak with the manager last Monday and I was told he wasn't availableI believe that fraud did occurWhat sense would it make for me to open accounts ? I work two jobs and I am very busyThey should be able to close one of the accounts WITHOUT me coming in since they made the mistake of double billing meThey can see that they did that without me providing bank statements.
Regards,
*** ***

April 27, 2017Dear Sir/Madam:My name is Dominique S[redacted] and I am the Regional Manager for the Planet Fitness South Philadelphia location. The follow up complaint we received was in regards to a billing complaint on [redacted]'s membership at our lsland Avenue location. As Stated in the agreement...

[redacted] signed at the beginning of her membership there is a $39 annual membership fee that is billed to the account on file on April 1. In addition this is explained multiple time to the members prior to them signing their membership agreement, I have attached a copy of her original agreement with the where she signed stating she understood the billing policies.As for our billing policies, we have switched over to checking over club and no longer accept creditor debit cards for the monthly billing. We do offer a PIF option for $199 for the year and you will not have to put any billing on file.We do offer free fitness training in all our facilities and our trainer is on the floor showing members how to properly use the equipment throughout the facility. Other than him no staff is allowed to utilize the equipment while they are on the clock,If you require any additional information, please give us a call at ###-###-####. Thank you!Sincerely,Dominique SPhiladelphia Regional Manager

The complaint we received was in regard to the alleged unauthorized charges withdrawn from [redacted]'s account. Upon receipt of the complaint, I immediately began to look into the account of [redacted] and I also spoke with our account representative, Mr. H[redacted] from our third-party billing company,...

[redacted]. It was discovered that [redacted] went online on 4/4/2017 and voluntarily made a payment of $30,05 to cover her March monthly dues that were originally declined on 3/7/2017. According to our records, there were no additional payments made or charged to her account. At this time, we ask that [redacted] bring her bank statements into the club to speak with the General Manager. Mr. P[redacted], to show proof of any extra charges that were taken from her account. If we find that there were is fact extra charges and the money was not owed to Planet Fitness, we will gladly refund [redacted] or offer a freeze on future monthly invoices to make up for alleged extra charges, Per [redacted]'s membership agreement, any unpaid invoices are due to Planet Fitness and the member is obligated to meet all financial obligations until the membership is cancelled in person or via certified mail. Should [redacted] require a copy of her membership agreement, she can obtain one at the home club or call and speak with Mr. P[redacted] to have a copy of her membership agreement emailed to her, Again, at this time, we ask that [redacted] bring her bank statements to her home club location to speak with the General Manager so that we may further assist her.If you require any additional information, please give me a call at [redacted], Thank you.Dan ZRegional Manager

Dear Sir/Madam:My name is Dominique S[redacted] and I am the Regional Manager for the Planet Fitness South Philadelphia location. The complaint we received was in regards to a cancellation that was never Completed for one of our members, [redacted]. In the issued complaint the member s[redacted] she call...

into the club and that she finished her contract with Planet Fitness, Unfortunately there are only two ways to Cancel and that is either in person or by sending in a certified letter, in addition at this location we do not have a contract for a period of time, our memberships are month to month and must be cancelled in order to stop the monthly charges, if she did in fact send in a certified letter we would just need the receipt from the post office saying it was mailed and received as we have no record of the letter in the club. Again in order to cancel her membership with Planet Fitness she would have had to Come in person or send a certified letter as stated in her membership agreement she signed and received when signing up. At this point we have cancelled her membership so she will not be charged going forward but unfortunately no refund will be issued since there was no previous cancellation on file and the dues collected were for her active membership.If you require any additional information, please give us a call at [redacted], Thank youSincerely,{ \\Oc ináué S[redacted] Plamet Fitness Philadelphia Regional Manager

The complaint we received was in regard to the alleged double billing of one of a [redacted], Upon receipt of the complaint, I immediately began to look into the account of [redacted] and I also spoke with the General Manager of Germantown, Mr. Ash, in regard to the situation. It was discovered that...

a membership had been activated online for our Germantown location on 478/2016 in the name of [redacted]. The billing information provided for this account was under the name of [redacted] The agreement, more specifically the financial cosigner portion, was e-signec along with the rest of the membership agreement. lt was also discovered that on 6/8/2016, another membership was activated online for our [redacted] location in the name of [redacted] and there was also a name change done on 1/2/2017 on the account to transfer the membership over to [redacted]'s name, Both memberships are currently active with [redacted]s billing information as the primary billing information on both memberships and with documentation to show that.After speaking with the GM of Germantown, it was discovered that the employee [redacted] spoke with, Chanel, informed [redacted] that she would just have to bring in her bank statements showing the double billing and speak with the manager and they would accommodate her either by freezing one of her hills to make up for the months of double billing or he would refund her for the total amount. This was all contingent upon if [redacted] wanted to keep one or both memberships active and her preferred method of Eccommodation; refund or billing freeze. [redacted] never called back to speak with the manager nor did [redacted] go into the Germantown club with bank statements to show proof of the charges,To summarize, both memberships were activated online by the customer and not in-club by the staff, [redacted] will have to go to the Germantown location with her bank statements and speak with the manager, Mr. A**. From there, we will be able to cancel one or both memberships at [redacted]'s request/approval and as a courtesy, issue her a refund to make up for the months of double billing. All billing and cancellation policies are outlined in the membership agreements and available to [redacted] upon her request.If you require any additional information, please give me a call at [redacted] Thank you.Dan Z.Regional Manager