Incredible Fitness

August 14, To Whom It May Concern: I am writing in response to a customer complaint (case # ***) regarding his attempt to transfer his membership from this Planet Fitness location to the other *** Planet FitnessThe customer tried to transfer his membership online, but it
required the use of a checking account information in for EFT monthly dues paymentsHe did not want to use his checking account, he preferred to use his credit card, however, this is not an option for online transfers at the other locationHe called and asked to be refunded his $Rate Guarantee FeeI explained to him that according to the terms of his agreement, his membership had to be cancelled by May 25th to avoid the fee being charged on June 1stI also explained to him he should call the other location and ask if he could use his credit card for monthly billing if he came in person to “transfer” his membershipI told him there would be no charge, he would just have to cancel here, that the other location could call us when he came in to “transfer” or he could fill out the cancel form here and take it to the other location and they would honor it as a transferI did not hear from him again until received the letter from the Revdex.comI also called him to re-explain the above option and discuss refund as soon as I received this letter, but he has not returned my callAlthough we have not done anything wrong as a business, in order to help the customer out, we will be refunding him the $via check, which I will send to him via certified mail.Sincerely, Donna B
Manager of Planet Fitness

Review: I needed to transfer my membership from one location to another. They are forcing customers to transition from using a credit card to using my bank account. If you look on their site they say that you can use either a credit card or bank account but will not let you transfer your account using a credit card. They told me I would have to cancel my account to transfer it over to another location. They charged me a yearly $39 fee a month ago and told me they would not refund it.Desired Settlement: I would like my refund of $39.

Business

Response:

August 14, 2014To Whom It May Concern: I am writing in response to a customer complaint (case # [redacted]) regarding his attempt to transfer his membership from this Planet Fitness location to the other [redacted] Planet Fitness. The customer tried to transfer his membership online, but it required the use of a checking account information in for EFT monthly dues payments. He did not want to use his checking account, he preferred to use his credit card, however, this is not an option for online transfers at the other location. He called and asked to be refunded his $39 Rate Guarantee Fee. I explained to him that according to the terms of his agreement, his membership had to be cancelled by May 25th to avoid the fee being charged on June 1st. I also explained to him he should call the other location and ask if he could use his credit card for monthly billing if he came in person to “transfer” his membership. I told him there would be no charge, he would just have to cancel here, that the other location could call us when he came in to “transfer” or he could fill out the cancel form here and take it to the other location and they would honor it as a transfer. I did not hear from him again until received the letter from the Revdex.com. I also called him to re-explain the above option and discuss refund as soon as I received this letter, but he has not returned my call. Although we have not done anything wrong as a business, in order to help the customer out, we will be refunding him the $39 via check, which I will send to him via certified mail.Sincerely, Donna BManager of Planet Fitness