Planet Fitness (East)

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,*** *** The problem is not being charged the $annual feeThe problem is that the company has charged the wrong account repeatedlyI have called and verified that they have the correct banking information numerous times yet it is still taken out of the wrong accountToday 6/23/I spoke with Planet Fitness' third party billing company and found out that they (ABC Financial Services) Have the wrong account informationso there is some miscommunication between Planet Fitness and their own billing companyI have spoke with the branch manager Kenneth, who was very rude and then has continued to promise and gave his word that the matter would be fixedHe told me on 6/3/that he would take a letter to the bank himself, because he goes to Trustco Bank everyday to do the company depositsI would have no knowledge of who they bank with unless he did in fact give this informationI have filed a complaint with Planet Fitness Corpin New Jersey, they told me I would get a call from a Regional Manager, I never receivedFinally when I called AGAIN, Kenneth gave me the number for Dan a manager who claimed that he called times I have no record of any phone calls from Dan, Kenneth, or anyone else from Planet Fitness until todayDan spoke to me briefly then said he was going to get Kenneth's side of the storyWhen Dan called back he rudely told me that he doesn't believe Kenneth was rude or disrespectful at allClaimed he would return the $to my SEFCU account and email me a letter so that I can take it to the bank myself and handle this issueI have not received either so far and I half expect not to since this company has failed to follow through with anything they have spoke of

At Planet Fitness we take pride in providing excellent customer service to all patrons, we disagree with the claims that Ms*** was treated poorly. The email Ms*** is referencing clearly states that she has a past due balance and speaks to the steps to resolve her account. If Ms*** can produce the cancellation email she received in late December/early January than we would be more than happy to refund the $35. Ms*** has been billed in accordance with the membership agreement she initiated and is therefore not eligible for a refund

We have no such record of any letters being sent to the gym in regards to Ms***, we process all cancellation requests immediately in accordance to the members contract. Lee does not recall a conversation with Ms***The Troy club manager returns all member phone calls and has no record of Ms*** leaving a message for him. If Ms*** sent in a certified letter as the contract suggests we could easily track when the letter was received and issue a refund if we are at fault. Out of courtesy to Ms*** we have honored her request and cancelled her membershipPer the membership agreement: Termination of Membership and Monthly Billing: To cancel your monthly membership and stop the billing of the Monthly Membership Fee on or around the 17th of the month, the club requires written notification by the 10th of the month delivered to the club either in person or postmarked via certified mail to the club address listed aboveIn order to cancel your membership prior to the billing of Annual Membership Fee, the club requires written notice as described on or before the 25th of the previous monthThe Annual Membership Fee is fully earned when received and is non-refundableAnnual Membership Fee: An Annual Membership Fee will be billed to your account below on or around the 1st beginning on 10/01/for $and will continue to be billed on or around the anniversary of that date each year thereafter until you cancel in accordance with this agreementSincerely, Planet Fitness New York Management

*** ford signed up for our Planet Fitness Black Card membershipThe Black Card membership at Planet Fitness is $per month and has an annual fee once per yearThe annual fee is either billed in February, June, or October based on when the member signs upPer Tiffany's membership
agreement she was set to be billed her annual fee on June 1stUpon enrolling for a membership with Planet Fitness we explain the details of the membership to all customers, we also have all customers sign to the terms of the membership agreementBoth parties receive a copy of the membership agreement so that there is full disclosure amongst all partiesIn this case *** would not be eligible for a refund. Dan ***

Here at Planet Fitness we appreciate and understand the importance of every member! We go above and beyond on a daily bases to ensure the highest quality of customer service is provided to each and every member. Each and every member is provided a copy of the agreement upon signing up for a...

membership. One by mail and a hard copy at the member request. By signing the agreement, a customer must agree to the terms and conditions of the membership agreement which is clearly laid out for the customer to read. It appears when Mrs. Parnell called the facility inquiring about the annual fee she was charged, she did not ask whether she would be charged a buy out fee. Per our cancellation policy, when a member cancels within their one year agreement, a buy out fee of $58 must be applied. Per our policy, she was charged the buy out fee of $58 according to the agreement that was signed by her on January 2nd, 2017.

Here at Planet Fitness we pride ourselves in customer service and would never never laugh or tell a patron "too bad."  On 12/20/2017 Planet Fitness had several conversations with Ms. [redacted] in regards to the charges to her checking account.  After researching her account we found that...

her sister "Sara" had signed up for a membership online on 9/4/2017.  Ms. [redacted] claimed to not have authorized the charge to the account, due to the fact that her account was stolen by her sister [redacted] we went ahead and cancelled out the account and advised Ms. [redacted] to either reach out to her sister for the refund or file a police report and have the bank refund the fraudulent charges.

Hello, We have no such record of any letters being sent to the gym in regards to Ms. [redacted], we process all cancellation requests immediately in accordance to the members contract.  The Troy club manager returns all member phone calls and has no record of Ms. [redacted] leaving a message...

for him.  If Ms. [redacted] sent in a certified letter as the contract suggests we could easily track when the letter was received and issue a refund if we are at fault.  Out of courtesy to Ms. [redacted] we have honored her request and cancelled her membership.  Per the membership agreement:   Termination of Membership and Monthly Billing: To cancel your monthly membership and stop the billing of the Monthly Membership Fee on or around the 17th of the month, the club requires written notification by the 10th of the month delivered to the club either in person or postmarked via certified mail to the club address listed above. In order to cancel your membership prior to the billing of Annual Membership Fee, the club requires written notice as described on or before the 25th of the previous month. The Annual Membership Fee is fully earned when received and is non-refundable. Annual Membership Fee: An Annual Membership Fee will be billed to your account below on or around the 1st beginning on 10/01/2015 for $29.00 and will continue to be billed on or around the anniversary of that date each year thereafter until you cancel in accordance with this agreement.   Sincerely,  Planet Fitness New York Management

It appears that Mr. [redacted] had originally signed up for a home club membership on 5/11/17, which would have originally had an annual fee of $39.00 on July 1st 2017. On 6/26/17 Nick had came in and took advantage of our Student Black Card special on 6/26/17. His annual fee was then switched to...

8/1/17. Mr. [redacted] canceled his membership on 8/8/17. Per the Planet Fitness Cancellation Policy "In order to cancel your membership prior to the billing of the Annual Membership Fee, the club requires written notice delivered as described above, no later then the 25th of the month before such billing."

Hello,   As previously stated, since Mr. [redacted] is no longer in the area, he must send a certified letter to the club listed on his agreement to cancel his membership. Once cancelled via certified mail, Mr. [redacted] will continue to be contacted for the outstanding balance that he owes. Sincerely, Planet Fitness New York Management

On 6/24/2016 Planet Fitness of Queensbury confirmed with ABC financial that all of Tiffany's billing going forward would come directly out of the SEFCU account that [redacted] provided.  It does appear that a staff member had previously added Tiffany's SEFCU account onto Tiffany's billing tab, but it appears that they neglected to make her SEFCU account the primary billing source.  Kenneth [redacted] the GM of Queensbury Planet Fitness did provide the Trustco branch manager a letter explaining the situation and asked that Tiffany's bank fees be removed.  On 6/23/2016 Regional Manager Dan [redacted] was able to get in contact with [redacted] Ford, Dan [redacted] reversed the $39.00 annual fee and emailed [redacted] a letter for her bank explaining that we would be refunding the annual fee to her bank account and that it would take 7-10 business days to show the credit.  Dan [redacted] and [redacted] came to an agreement that [redacted] would still be responsible for the annual fee and that she could pay the annual fee when she came to the club in person.  Regional Manager Dan [redacted] called and left a message for [redacted] on 6/27/16, to check to make sure she received the letter sent on 6/24/16 and to explain that the credit to her account will show in 7-10 business days.

Revdex.com:[redacted]Response By: Dan Ha[redacted] (Regional Manager)[redacted] is completely correct in that her correspondence on 11/18/2015 was via the phone. LeeW[redacted], who is another Regional Manager, was present for the phone call and I was incorrect in sayingthat the conversation took place in person. I have found a correspondence from our NH office from10/2/15 in which [redacted] reached out in regards to the status of her membership and to tell her story. Ibelieve that we should have cancelled out [redacted]'s membership at this point in time, and we willrefund her for October's and November's dues for our error.According to our records and the club manager [redacted] P[redacted], [redacted] did initially tell us that she sent in acertified letter. If [redacted] does have previous audio recordings in regards to the cancellation of hermembership we would love to hear them, and if we are at fault we will issue a refund for that timeperiod. When a customer stops in with a letter we always complete a cancellation form in front of themand would provide them with a copy. Each time we look up a customer's account our computer systemtime stamps the event and we have no record from July of 2015.

Ms. [redacted] stopped into the facility on 1/26/2018 to cancel her Planet Fitness membership.  We were unable to collect the monthly dues of $20.05 from Ms. [redacted]'s account on 1/17/2018 and a $15 service fee was applied to her account.  Planet Fitness was able to collect the $35.05 from Ms....

[redacted] on a redraft.  Ms. [redacted] was treated with the utmost respect both in person on 1/26/18 and over the phone with our Regional Manager on 1/27/18.  Ms. [redacted] made our Regional Manager aware that she had a copy of her electronic form from 30 days prior and that she was going to stop into the club that Monday to provide a copy.  If Ms. [redacted] is able to provide this document, then we would certainly issue a refund.

Mr. [redacted] signed up for a 1 year agreement on 5/1/2016, cancelling prior to his 1 year commitment. Mr. [redacted] would have been assessed a $58 buyout fee.  We have no records of Mr. [redacted] stopping into the club in April, paying a buyout fee, nor reaching out to cancel his agreement. Mr. [redacted]'s girlfriend was cancelled out immediately after receiving that request.

Mr. [redacted] reached out to the club in the middle of October in regards to cancelling his membership. This was the first time such correspondence had been made to Planet Fitness.  The only two ways to cancel your membership per the contract would be in person or via certified letter....

When Mr. [redacted] called he refused to stop in the club and we made an exception and told Mr.  [redacted] to send us an email in regards to cancelling his membership.  On 10/22/17, Mr. [redacted] sent his cancellation email and his membership was immediately cancelled.  Mr. [redacted]'s last bill date was 10/17/2017, if Mr. [redacted] has record of cancelling his membership prior to 10/22/2017, then Planet Fitness would be happy to issue a refund.    Sincerely, Planet Fitness Management

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.  I have not received the name and address of the business owner.  I sent the request to Mr. [redacted] requesting the ownership information on 2/22/2017.  The text is attached and as you can see, I have not received a response. So, I would like that information so I can escalate my request for a $10 refund and operational concerns to the corporate office.  I also contend that the person I spoke with on the phone to cancel could have and should have let me know the cancellation cut-off dates.  He did look up my account to see if there was anything due and owing.  I think this is something the corporate office should be aware of.  I have also requested a copy of my letter so show when it was received.  I have made this request three times and have not received that copy via email.  Had the manager simply put this in the mail according to my original request, I would have it by now.  Regards,  [redacted]

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.  They basically just claimed all their employees are trained to be transparent and highlight and point out in writing all cancellation policies.  None of that was done when I signed the contract... the employee just glossed over everything and just said initial here sign here etc.  They are basically maintaining their stance of you signed a contract pay us or we will keep charging you.  They said they will waive the cancellation fee but will continue to charge me until I show up in person.  This was never about me disputing the contract.  The problem is I realized after moving I forgot to cancel and tried to do it over the phone and they told me they can only do it in person and can't verify my identity over the phone.  Let's get real here it's 2016 they certainly can they just don't because they want to squeeze money out of members in my situation.  Not only that they started sending me loads of automated texts that charge a fee to unsubscribe to.  When I unsubscribed they instead just starting sending me automated calls on a daily basis (which I still receive).  I was told repeatedly that the only way to cancel is by showing up in person.  Later I was told I can write them a letter detailing why I no longer want to be a member (which is absurd) and now in this most recent response they say I can transfer my membership to a local location and then cancel... this information of course only being shared months later now that they have been able to charge me more. It's just misinformation and constant misdirection... if I had this info the first time I called them the matter would be put to rest.  Not to mention the fact that I'm being borderline harassed from constant automated voicemails and  text messages that charge me money to unsubscribe from  Regards,  [redacted]

We believe the account in question is [redacted]'s membership...It looks as if [redacted] signed up online for a Planet Fitness Black Card membership.  Under the reccuring billing option [redacted]'s information was typed in and we were authorized to charge the checking account which was...

provided to Planet Fitness.  If [redacted]'s information was stolen by [redacted] than we would recommend that [redacted] contact the police to file a police report for fraudulent activity.  [redacted] membership was cancelled out Per the request of the family on 2/1/2016, there will be no further charges from Planet Fitness.

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.  With the exception of my bank information, all of that could be found in the phone book. I had issues with other charges in February and March. Within two weeks of this. That I disputed and got handled already, at least one of which through Revdex.com, with online sites I hadn't even heard of.  I'm not paying a buyout fee for a membership I didn't sign up for. I'm a single mother. My next step is taking the legal route. I paid for a whole year that I did want but couldn't use due to a broken foot several years ago and never complained about the bill because that was me. This was not, and to imply I'm lying for no apparent reason is insulting. This is absolutely ridiculous. Planet fitness is a complete joke. 
[redacted]

Revdex.com Complaint: #[redacted]Response By: Dan H[redacted] (Regional Manager)It appears that [redacted] signed up online on 5/5/2014 for a membership that has a one yearminimum commitment. At any point in lime we are able to freeze a membership formedical or military paperwork as long as you provide us with...

proper documentation andalso stop in to sign for your membership freeze. In the event that a customer is not goingto be able to work out for an extended period of time we will cancel the membership forthem and waive the buyout fee, if they stop in with proper documentation.We have no record of [redacted] ever stopping into the club and supplying us with adoctor's note, nor any documentation that she cancelled her account until 11/18/15. If wehad been provided documentation that she could not utilize the gym we would havegladly cancelled the account out for her and also [redacted] would have been handed a copyof a cancellation form. If [redacted] is able to provide a copy of her cancellation than wewould be glad to refund her monthly dues.When [redacted] stopped into the club to discuss this matter with [redacted] the current clubmanager she explained that she had sent a certified letter to cancel her membership.When we brought up that there would be a tracking number and that we would easily beable to trace who signed for the letter, [redacted]'s story changed and she claimed shestopped in person to the club. We have cancelled out her membership and she will notreceive any further charges to her account. I have enclosed a copy of the [redacted]'smembership agreement with this letter.

Yes, I am trying to cancel my membership. I have repeatedly told them not to charge my checking account as I do not have any money in it at present time, but they still do somehow, even with holds on my checking account.