Revdex.com:
In the response it did state that they had waived the full balance on the account and that the member is not responsible for it any longer. I did check online and it does look as it has been cancelled but still has a balance of $62.70....
We have reviewed the complaint filed with the Revdex.com. We have attempted to reach the member via...
telephone but received no call back. The member was a member of Planet Fitness in Indy and transferred his membership online on 3/20/16. On 3/22/16 a confirmation email wa sent to the email provided in this complaint confirming his membership was transferred to our gym in Newport KY. Mr.[redacted] also had dues taken out of his account electronically by Newport PF beginning on 4-17-16 per his contract as stated by Mr.[redacted] he used the gym in Newport KY however it was during the short period when the transfer was pending in the computer. Per the email to Mr [redacted] on 3/22/16 the transfer was complete and valid. To stop the billing to the account per the contract a cancel must be done via certified mail or in person and neither was completed by Mr.[redacted].As a courtesy to Mr.[redacted] Planet Fitness will cancel his account and waive the existing balance from this past year and also the existing balance he has when he was a member of one of our other Cincinnati area clubs. We however cannot refund monies properly charged to the account .if Mr [redacted] deems this acceptable and advises the Revdex.com of the same then we will proceed in the above manner if he is in disagreement we will proceed theough collections
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]
[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. If you and the business have reached an agreement and compliance is...
set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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] Could you update, that I have been in contact with the business, and we are have made an arrangement and I am satisfied.Thank you,[redacted]
[redacted] signed up online for a membership with Planet Fitness approximately 5 weeks ago.
When signing online the system requests billing information for payment for the start up fee as well as billing information for the monthly billing that occurs on the 17th of every month. [redacted]'s...
first month dues were declined so we sent a text message as well as an email to her. Per the membership agreement a 10$ fee is charged every time there is a decline on an account. As stated in the complaint filed with the Revdex.com about this matter [redacted] spoke to the manager regarding the biking issue. The manager explained to [redacted] that some banks do not allow EFT transactions and to check with her bank because the decline reason was invalid account and it stated the account number was invalid. The manager indicated as we always do that we would work with her and get to the bottom of the issue. After that time [redacted] did have some personal issues to deal with with the sudden death of her father and was not at work. On 10-10 [redacted] came in and canceled the membership and paid not a 50$ buyout but a 58$ buyout. [redacted] requests the 58$ refunded as well as the 10$ service fee. We will refund this 68$ amount today via check if that is acceptable. We certainly apologize for any inconvenience and would have much rather gotten to the bottom of why the account info entered online was declined and have [redacted] as a member ...
On 7/21 the member called the gym and spoke to staff regarding this issue. The member was advised that if he would send a copy of a cancellation form that he would have received we would refund the amount that day. When a member cancels a membership they are given a copy of the cancelation and...
also emailed that the membership has been canceled. Our copy is immediately scanned into the members file and the hard copy is put in a folder for the respective month. This is all done in addition to sending the member an email.. If at the time the member attempts to cancel they have a balance the member must pay said balance.. The date the member claims he came in to cancel he had an outstanding balance with the gym and a cancelation would not have been possible. A note would also be put on the file which also is not there. Lastly, all cancelations are physically logged in a binder for each month. In in checking into this issue we have found their is no hard copy of the cancelation on file, the member does not have a copy of the cancel or an email that would have been sent we have no sent email to the member, no hard copy in the file and we do not have the members name in the monthly log of canceled members. As noted above also, it would be absolutely impossible to cancel the membership when there was an outstanding balance on the account The account for the member had the dues decline for the months of January, annual fee Feb 1, March and April.. The member currently owes Planet Fitness a balance of 119.10 for those months if the member wishes Planet Fotness would waive the balance from the previous months that declined and cancel the membership.. If we were to say the membership was canceled sometime in March then the dues for Jan, Feb, March and the Feb annual fee would still have been needed to be collected that amount for those charges are approximately 20$ per month and 39$ for the annual fee
In regards to the complaint;[redacted] joined Planet Fitness in July of this year. This membership was for a minimum of one year in which [redacted] agreed to pay 19.99 a month plus tax on the 17th of every month and an annual fee of 39$ On October 1. The membership which was signed by [redacted] and...
initialed in 4 places including next to the cancelation policy states: to cancel the membership the member must send a certified letter or come in the gym and cancel in person. It further states that if the membership is canceled in less than 12 months a 58$ buyout fee must be paid. [redacted] called the gym yesterday, 11-18 and spoke to the Regional Manager [redacted]s via telephone. [redacted] stated to [redacted] that he canceled the membership at the gym, [redacted] asked for a copy of the cancelation form after finding no record in our computer, on our ECAP or a hard copy of said cancelation. [redacted] then said he never was given a form and that he was told Planet Fitness would mail him a refund for unused services. He further claimed he was allowed to cancel not only with no form filed, but no proof of a change of address, and no buyout fee. This just simply is not possible. The only way for a member to cancel when they come in the gym is to file a form which has a copy for the gym and a copy for the member. Once the form is given to the member it's scanned in the computer, filed in a folder of other cancels and also put on the ECAP. There is never a time any employee would advise a member that a refund will be sent for " unused months" . A few hours after the call to [redacted] came to the gym and told [redacted] he had a cancel form but lost it and he wanted refunded every month he has been charged and the annual fee since he only used the gym a handful of times. [redacted] advised him that couldn't be done without a cancel form and have him my contact info. Last night [redacted] emailed me regarding the situation. To clarify, I did not email [redacted] " in to the night". I like always will immediately reply to any member issues. I replied 3 times to [redacted] all prior to 10pm and after he wasn't satisfied with my answers he decided to file a complaint with the Revdex.com at 10pm last night. [redacted] is requesting all his monthly dues be refunded and his annual fee even though he never filed a cancelation with the gym or provide any proof of a move more than 25 miles from a Planet Fitness. To date we do not have an address where [redacted] has moved as he has never advised us of such. [redacted] has an active membership with Planet Fitness currently and is required to pay a 58$ buyout fee to cancel prior to his 12 month commitment. As a resolution Planet Fitness would be willing to waive the buyout fee if [redacted] can provide proof of his new address and If there is no Planet Fitness located within 25 miles of his new residence.
Planet Fitness Regional Manager [redacted] has spoken to Ms. [redacted] and Planet Fitness has agreed to cancel the membership immediately and waive any existing balance on the account. PF also will refund any and all charges that were billed after a cancel if Ms.[redacted] provides a copy of...
Unsure what the customer is stating here exactly. Customer states she has hosted at several Planet Fitness gyms. Unsure what that means. Could the customer explain that further We are a gym. Customer is also requesting the date her dues are deducted be changed. All of our...
over 10 million Planet Fitness members are billed on the 17th of every month and this is stated in the contract the customer signed an initialed. Customer is also stating contact info for the business is not available. The gym phone number is noted correctly on the website And is on the business cards at the desk. The regional managers phone number is also listed on a business card at the desk. The contact for the corporate headquarters can be reached by clicking on contact me and allows the customer to email the corporate office directly and get an immediate response after going to [redacted].Customer is also stating she was given fake phone numbers. Customer spoke directly to a regional manager immediately after she came into the gym. The customer was advised from the regional manager she spoke to she could print out for her why she had a balance and the paperwork is there for her to pick up.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I have reviewed the response made by the business in reference to complaint ID [redacted]. I did not threaten the employee. I asked her to go the extra mile and look thru the files to see that I did come in on 6/2/17 and cancel. I went back to the gym on Saturday, June 24 and the person at the desk admitted that PF cancelled an account that had already been cancelled. The staff at the gym cancelled the wrong account. The account that was cancelled had been upgraded to a black card. I did my part and came in before the membership expired and cancelled my account as stated in the agreement. The employee was rude and I told her that I would not come up there again because her attitude was the pits and she and I will probably fall out. She escalated the conversation to "are you threatening me?". She owes me an apology for being rude and insensitive and for refusing to look into the matter more closely. Also I was given the managers phone number by an employee so I used it. I did my part and came in before the membership expired and cancelled my account as stated in the agreement. I should not be out of money because of the staff members mistake and since I am...I deserve a refund. The staff's customer service is not the best and this is the result of that. All of this could have been adverted had the young lady been courteous and did a little research instead of being rude and abrasive and telling me I needed to come in or else. That's rude and unprofessional and then to contact the police over your firms mistake is ridiculous. I came back to the gym the next day without incident. Please refund my money and let's be done with this matter. Regards, [redacted]
Regards,
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We spoke to the member and we will mail the check today to her address. This was an online transfer error that our gym had no involvement in. Our management team is not familiar with this issue as it was probably handled by Elizabethtown Planet Fitness. This location is not owned or operated by us however to close out the issue we will mail the check to the member and we will contact the other franchisee to handle this issue for the member.
We have attempted to reach out to the complaintant via phone and email and haven't been able to reach them today. I am hoping this response reaches them in a timely manner. In regards to the initial complaint, we received notice from our corporate office on October 7th. The check was wrote and...
postmarked the same day. This check has been cashed. As a courtesy for the error and in addition to the refund, we did in fact offer October and November monthly dues at no cost. We would be happy to provide our billing statement showing that no monthly dues were charged to the member at this time. Upon further research, we found that the complaintant is paying for another member, which we have a financial cosigner form signed for. I have no doubt of the complaintant being able to show a bank statement for monthly dues attempting to come out of their account in October and November. However, I also can show every month other than October and November having two withdrawal attempts on the 17th instead of just one. There has been nothing charged, since the annual fee from the original complaint, that has been charged erroneously. The original complaint was rectified and as I mentioned before, the two free months, were granted in addition to the refund.
Regarding the complaint filed:Per the membership agreement on file dues can be collected on the account on file or on a secondary account provided by the member. This policy is clearly stated on the membership agreement that the member signed and initialed. The members dues declined for...
several months and therefore the secondary card on file was run. At absolutely no time was there any double billing to the account for any month. The only charges to the account were dues for the month owed as well as the months where the members primary account had insufficient funds in it.Therefore if several 10.68 charges were seen in one month that was because the several previous months were declined. Nevertheless we at Planet Fitness always give the member the benefit of the doubt. We will mail a refund check in the amount requested to the member this week.
As a final response to this matter;The member signed up for a 12 month program. Per the membership agrement he must pay a 58$ buyout feeif he wishes to cancel prior to the 12 month term being completed. The member is now not only refusing to pay the 58$ fee but also wants refunded the months prior to last week when he requested to cancel in person. As stated and requested in prior responses, the member has still not provided any proof to the Revdex.com or more importantly to the gym of a change of address where there is no Planet Fitness within 20 miles.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. The business is referencing that the $114 balance currently on my account is separate of the charges they first mentioned. I cannot provide statements for both when they are the same charges. As I previously stated, I should not have the balance of $114, due to the fact that I had brought my account current from the charges mentioned in Feb 2015 and will not pay it a second time. During the check ins when I was questioned regarding my balance, I was told there was not a manager on duty to speak with. While I am sure there likely was, my request was not met. I did not have further issues regarding my account until now, when my online account reflects a balance that was not there at the time of the referenced check ins. Neither myself nor the attendants I spoke with on 7-1-2015 understood why my online account reflected $0.00 as my balance, but their computer showed I owed $114+. I was told a note was made and then it was not mentioned upon subsequent check ins, which I took to mean it was resolved. Now upon logging into my online account, it shows the balance. I also spoke with an individual back in Feb of 2015 when my account was charged the amount for the past dues, yet that does not seem to be noted in my account either. I will provide bank statements regarding the charges and I will still be requesting a written notice of my balance paid in full and reflecting the current balance with $0.00 due at the time of my cancellation, which I also request my membership cancellation be stated in writing from Planet Fitness.
Regards,
[redacted]
Planet Fitness received this complaint from [redacted] and immediately looked into the matter. We have emailed and phoned [redacted] to discuss his allegation that he came in to cancel however he did not answer the email or our phone call. [redacted] also never spoke to any member of our management team to...
attempt to resolve his cancelation issue. [redacted] has a note on his file from 8-11-15 stating he called to inquire about the cancelation policy and he was advised per his membership agreement he just simply needed to come in and fill out a cancelation form or mail a certified letter stating he wanted to cancel. To date we have not received any notice to cancel and Our records reflect [redacted] has not come in to cancel. Anyone coming in to cancel would have been noted on our recap sheet, canceled in our system and also the person canceling would have been given a copy of the cancelation form. Yoings name is not on the recap sheet, not canceled in the system and I can only assume he has no record of any cancelation because he didn't state he had one and he didn't answer an email or phone call ...Nevertheless Planet Fitness always looks to resolve any complaints. Even though the member didn't contact a manager and attempt to resolve this issue and there's no record of any cancel ever being attempted we will cancel the membership and waive the members balance.
Revdex.com:
In the response it did state that they had waived the full balance on the account and that the member is not responsible for it any longer. I did check online and it does look as it has been cancelled but still has a balance of $62.70....
Regards,
[redacted]
We have reviewed the complaint filed with the Revdex.com. We have attempted to reach the member via...
telephone but received no call back. The member was a member of Planet Fitness in Indy and transferred his membership online on 3/20/16. On 3/22/16 a confirmation email wa sent to the email provided in this complaint confirming his membership was transferred to our gym in Newport KY. Mr.[redacted] also had dues taken out of his account electronically by Newport PF beginning on 4-17-16 per his contract as stated by Mr.[redacted] he used the gym in Newport KY however it was during the short period when the transfer was pending in the computer. Per the email to Mr [redacted] on 3/22/16 the transfer was complete and valid. To stop the billing to the account per the contract a cancel must be done via certified mail or in person and neither was completed by Mr.[redacted].As a courtesy to Mr.[redacted] Planet Fitness will cancel his account and waive the existing balance from this past year and also the existing balance he has when he was a member of one of our other Cincinnati area clubs. We however cannot refund monies properly charged to the account .if Mr [redacted] deems this acceptable and advises the Revdex.com of the same then we will proceed in the above manner if he is in disagreement we will proceed theough collections
The membership is canceled. I have waived the full balance on the account as well and the member is not responsible for it any longer.
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]
[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. If you and the business have reached an agreement and compliance is...
set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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] Could you update, that I have been in contact with the business, and we are have made an arrangement and I am satisfied.Thank you,[redacted]
[redacted] signed up online for a membership with Planet Fitness approximately 5 weeks ago.
When signing online the system requests billing information for payment for the start up fee as well as billing information for the monthly billing that occurs on the 17th of every month. [redacted]'s...
first month dues were declined so we sent a text message as well as an email to her. Per the membership agreement a 10$ fee is charged every time there is a decline on an account. As stated in the complaint filed with the Revdex.com about this matter [redacted] spoke to the manager regarding the biking issue. The manager explained to [redacted] that some banks do not allow EFT transactions and to check with her bank because the decline reason was invalid account and it stated the account number was invalid. The manager indicated as we always do that we would work with her and get to the bottom of the issue. After that time [redacted] did have some personal issues to deal with with the sudden death of her father and was not at work. On 10-10 [redacted] came in and canceled the membership and paid not a 50$ buyout but a 58$ buyout. [redacted] requests the 58$ refunded as well as the 10$ service fee. We will refund this 68$ amount today via check if that is acceptable. We certainly apologize for any inconvenience and would have much rather gotten to the bottom of why the account info entered online was declined and have [redacted] as a member ...
Respectfully
[redacted]
Planet Fitness Midwest COO
On 7/21 the member called the gym and spoke to staff regarding this issue. The member was advised that if he would send a copy of a cancellation form that he would have received we would refund the amount that day. When a member cancels a membership they are given a copy of the cancelation and...
also emailed that the membership has been canceled. Our copy is immediately scanned into the members file and the hard copy is put in a folder for the respective month. This is all done in addition to sending the member an email.. If at the time the member attempts to cancel they have a balance the member must pay said balance.. The date the member claims he came in to cancel he had an outstanding balance with the gym and a cancelation would not have been possible. A note would also be put on the file which also is not there. Lastly, all cancelations are physically logged in a binder for each month. In in checking into this issue we have found their is no hard copy of the cancelation on file, the member does not have a copy of the cancel or an email that would have been sent we have no sent email to the member, no hard copy in the file and we do not have the members name in the monthly log of canceled members. As noted above also, it would be absolutely impossible to cancel the membership when there was an outstanding balance on the account The account for the member had the dues decline for the months of January, annual fee Feb 1, March and April.. The member currently owes Planet Fitness a balance of 119.10 for those months if the member wishes Planet Fotness would waive the balance from the previous months that declined and cancel the membership.. If we were to say the membership was canceled sometime in March then the dues for Jan, Feb, March and the Feb annual fee would still have been needed to be collected that amount for those charges are approximately 20$ per month and 39$ for the annual fee
In regards to the complaint;[redacted] joined Planet Fitness in July of this year. This membership was for a minimum of one year in which [redacted] agreed to pay 19.99 a month plus tax on the 17th of every month and an annual fee of 39$ On October 1. The membership which was signed by [redacted] and...
initialed in 4 places including next to the cancelation policy states: to cancel the membership the member must send a certified letter or come in the gym and cancel in person. It further states that if the membership is canceled in less than 12 months a 58$ buyout fee must be paid. [redacted] called the gym yesterday, 11-18 and spoke to the Regional Manager [redacted]s via telephone. [redacted] stated to [redacted] that he canceled the membership at the gym, [redacted] asked for a copy of the cancelation form after finding no record in our computer, on our ECAP or a hard copy of said cancelation. [redacted] then said he never was given a form and that he was told Planet Fitness would mail him a refund for unused services. He further claimed he was allowed to cancel not only with no form filed, but no proof of a change of address, and no buyout fee. This just simply is not possible. The only way for a member to cancel when they come in the gym is to file a form which has a copy for the gym and a copy for the member. Once the form is given to the member it's scanned in the computer, filed in a folder of other cancels and also put on the ECAP. There is never a time any employee would advise a member that a refund will be sent for " unused months" . A few hours after the call to [redacted] came to the gym and told [redacted] he had a cancel form but lost it and he wanted refunded every month he has been charged and the annual fee since he only used the gym a handful of times. [redacted] advised him that couldn't be done without a cancel form and have him my contact info. Last night [redacted] emailed me regarding the situation. To clarify, I did not email [redacted] " in to the night". I like always will immediately reply to any member issues. I replied 3 times to [redacted] all prior to 10pm and after he wasn't satisfied with my answers he decided to file a complaint with the Revdex.com at 10pm last night. [redacted] is requesting all his monthly dues be refunded and his annual fee even though he never filed a cancelation with the gym or provide any proof of a move more than 25 miles from a Planet Fitness. To date we do not have an address where [redacted] has moved as he has never advised us of such. [redacted] has an active membership with Planet Fitness currently and is required to pay a 58$ buyout fee to cancel prior to his 12 month commitment. As a resolution Planet Fitness would be willing to waive the buyout fee if [redacted] can provide proof of his new address and If there is no Planet Fitness located within 25 miles of his new residence.
Planet Fitness Regional Manager [redacted] has spoken to Ms. [redacted] and Planet Fitness has agreed to cancel the membership immediately and waive any existing balance on the account. PF also will refund any and all charges that were billed after a cancel if Ms.[redacted] provides a copy of...
the cancelation form.
Unsure what the customer is stating here exactly. Customer states she has hosted at several Planet Fitness gyms. Unsure what that means. Could the customer explain that further We are a gym. Customer is also requesting the date her dues are deducted be changed. All of our...
over 10 million Planet Fitness members are billed on the 17th of every month and this is stated in the contract the customer signed an initialed. Customer is also stating contact info for the business is not available. The gym phone number is noted correctly on the website And is on the business cards at the desk. The regional managers phone number is also listed on a business card at the desk. The contact for the corporate headquarters can be reached by clicking on contact me and allows the customer to email the corporate office directly and get an immediate response after going to [redacted].Customer is also stating she was given fake phone numbers. Customer spoke directly to a regional manager immediately after she came into the gym. The customer was advised from the regional manager she spoke to she could print out for her why she had a balance and the paperwork is there for her to pick up.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I have reviewed the response made by the business in reference to complaint ID [redacted]. I did not threaten the employee. I asked her to go the extra mile and look thru the files to see that I did come in on 6/2/17 and cancel. I went back to the gym on Saturday, June 24 and the person at the desk admitted that PF cancelled an account that had already been cancelled. The staff at the gym cancelled the wrong account. The account that was cancelled had been upgraded to a black card. I did my part and came in before the membership expired and cancelled my account as stated in the agreement. The employee was rude and I told her that I would not come up there again because her attitude was the pits and she and I will probably fall out. She escalated the conversation to "are you threatening me?". She owes me an apology for being rude and insensitive and for refusing to look into the matter more closely. Also I was given the managers phone number by an employee so I used it. I did my part and came in before the membership expired and cancelled my account as stated in the agreement. I should not be out of money because of the staff members mistake and since I am...I deserve a refund. The staff's customer service is not the best and this is the result of that. All of this could have been adverted had the young lady been courteous and did a little research instead of being rude and abrasive and telling me I needed to come in or else. That's rude and unprofessional and then to contact the police over your firms mistake is ridiculous. I came back to the gym the next day without incident. Please refund my money and let's be done with this matter. Regards, [redacted]
Regards,
[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We spoke to the member and we will mail the check today to her address. This was an online transfer error that our gym had no involvement in. Our management team is not familiar with this issue as it was probably handled by Elizabethtown Planet Fitness. This location is not owned or operated by us however to close out the issue we will mail the check to the member and we will contact the other franchisee to handle this issue for the member.
We have attempted to reach out to the complaintant via phone and email and haven't been able to reach them today. I am hoping this response reaches them in a timely manner. In regards to the initial complaint, we received notice from our corporate office on October 7th. The check was wrote and...
postmarked the same day. This check has been cashed. As a courtesy for the error and in addition to the refund, we did in fact offer October and November monthly dues at no cost. We would be happy to provide our billing statement showing that no monthly dues were charged to the member at this time. Upon further research, we found that the complaintant is paying for another member, which we have a financial cosigner form signed for. I have no doubt of the complaintant being able to show a bank statement for monthly dues attempting to come out of their account in October and November. However, I also can show every month other than October and November having two withdrawal attempts on the 17th instead of just one. There has been nothing charged, since the annual fee from the original complaint, that has been charged erroneously. The original complaint was rectified and as I mentioned before, the two free months, were granted in addition to the refund.
The entire balance has been waived . If ever an issue the member has this email as a reference. It takes 24 hours sometimes to process.
Regarding the complaint filed:Per the membership agreement on file dues can be collected on the account on file or on a secondary account provided by the member. This policy is clearly stated on the membership agreement that the member signed and initialed. The members dues declined for...
several months and therefore the secondary card on file was run. At absolutely no time was there any double billing to the account for any month. The only charges to the account were dues for the month owed as well as the months where the members primary account had insufficient funds in it.Therefore if several 10.68 charges were seen in one month that was because the several previous months were declined. Nevertheless we at Planet Fitness always give the member the benefit of the doubt. We will mail a refund check in the amount requested to the member this week.
As a final response to this matter;The member signed up for a 12 month program. Per the membership agrement he must pay a 58$ buyout feeif he wishes to cancel prior to the 12 month term being completed. The member is now not only refusing to pay the 58$ fee but also wants refunded the months prior to last week when he requested to cancel in person. As stated and requested in prior responses, the member has still not provided any proof to the Revdex.com or more importantly to the gym of a change of address where there is no Planet Fitness within 20 miles.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. The business is referencing that the $114 balance currently on my account is separate of the charges they first mentioned. I cannot provide statements for both when they are the same charges. As I previously stated, I should not have the balance of $114, due to the fact that I had brought my account current from the charges mentioned in Feb 2015 and will not pay it a second time. During the check ins when I was questioned regarding my balance, I was told there was not a manager on duty to speak with. While I am sure there likely was, my request was not met. I did not have further issues regarding my account until now, when my online account reflects a balance that was not there at the time of the referenced check ins. Neither myself nor the attendants I spoke with on 7-1-2015 understood why my online account reflected $0.00 as my balance, but their computer showed I owed $114+. I was told a note was made and then it was not mentioned upon subsequent check ins, which I took to mean it was resolved. Now upon logging into my online account, it shows the balance. I also spoke with an individual back in Feb of 2015 when my account was charged the amount for the past dues, yet that does not seem to be noted in my account either. I will provide bank statements regarding the charges and I will still be requesting a written notice of my balance paid in full and reflecting the current balance with $0.00 due at the time of my cancellation, which I also request my membership cancellation be stated in writing from Planet Fitness.
Regards,
[redacted]
Planet Fitness received this complaint from [redacted] and immediately looked into the matter. We have emailed and phoned [redacted] to discuss his allegation that he came in to cancel however he did not answer the email or our phone call. [redacted] also never spoke to any member of our management team to...
attempt to resolve his cancelation issue. [redacted] has a note on his file from 8-11-15 stating he called to inquire about the cancelation policy and he was advised per his membership agreement he just simply needed to come in and fill out a cancelation form or mail a certified letter stating he wanted to cancel. To date we have not received any notice to cancel and Our records reflect [redacted] has not come in to cancel. Anyone coming in to cancel would have been noted on our recap sheet, canceled in our system and also the person canceling would have been given a copy of the cancelation form. Yoings name is not on the recap sheet, not canceled in the system and I can only assume he has no record of any cancelation because he didn't state he had one and he didn't answer an email or phone call ...Nevertheless Planet Fitness always looks to resolve any complaints. Even though the member didn't contact a manager and attempt to resolve this issue and there's no record of any cancel ever being attempted we will cancel the membership and waive the members balance.