Planet Fitness (East)

While we stand by the initial response we submitted, we understand and value all of our customers.  Planet Fitness will be mailing out a $10 refund to Ms. [redacted], which she should receive in 10-14 business days.  We have also mailed out a hard copy of Ms. [redacted]’s cancellation letter along with a  copy of her membership agreement.  Planet Fitness will take all of Ms. [redacted]’s feedback into consideration as we are continuously trying to improve our customer service and member experience.  In the future we hope Ms. [redacted] will choose to sign up with Planet Fitness, we will gladly waive any applicable start-up fees for Ms. [redacted].   Thank you,   Planet Fitness New York Management

As each club is a privately owned franchise, the best place to get help to your questions and concerns is in your home club. Call or stop by your home club location and speak with a staff member at the front desk, they will be more than happy to assist you. Our goal is to deliver exceptional...

customer service to our members at all times.  Your home club can help you with: Quality concernsBilling issuesUpgrading / downgrading your membershipCancellationTransfer home clubsConcerns with the atmosphere General complaintsAny other issues you may need help with We value you as a Planet Fitness member and always appreciate you taking the time to provide us with feedback to help improve your experience. We make it a goal to provide all of our members with a facility that has a trained friendly staff, spotless locker rooms/gym floors, and clean well-maintained equipment.

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.
Firstly I NEVER stopped in to see this person, all of my correspondence has been via telephone in regards to being wrongfully charged for the membership. I also NEVER stated that I sent a certified letter, when asked if I did I said NO because I live less than 3 miles away and I was told I could bring it in to the front desk. I supplied a letter requesting my membership be cancelled along with a legal medical document from my obstetrician stating I could no longer utilize the gym equipment during my pregnancy which at the time I still had a little over 6 months left. I also recorded the conversations I had with Planet Fitness and thus have proof that my "story" never changed and that it's quite clear they are trying to make up lies to make me look like I'm in the wrong. At this point I'll be filing a small claims civil suit and will give my attorney the phone recordings as well as the medical documentation that is dated. I will also attach copies of this Revdex.com exchange as proof that the statements made by whoever replied completely contradict the recordings I have. Thank you. See you in court. 
Regards,
[redacted]

Hello,    We make every effort to be transparent with our customers around our membership rates and cancelation policies.  Our employees make it a point to circle and/or highlight the methods of cancelation as written on our membership agreements before the prospect joins our...

facility. We also thoroughly review that following a member’s minimum term, his/her membership will continue month-to-month with no commitment. The member receives a copy of these policies and procedures once they are reviewed.   Mr. [redacted] currently has a balance of $30.05, Planet Fitness would be more than happy to waive the $10 service fee associated with his account leaving him with a balance of $20.05.  It looks as if there are several locations within a 25 mile radius of Mr. [redacted]’s new residence in Aurora, Colorado. Mr. [redacted] could take care of his past due balance online at planetfitness.com and then transfer his membership to the nearest Planet Fitness. In order to cancel he must take care of his past due balance, per Mr. [redacted]’s membership agreement he must cancel in person or via certified mail. Per the Membership Agreement (which we have also attached):   Termination of Membership and Monthly Billing: To cancel your monthly membership and stop the billing of the Monthly Membership Fee on the 17th of the month, the club requires written notification by the 10th of the month delivered to the club in person or postmarked via certified mail to the club address listed above.   Sincerely, Planet Fitness New York 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.  As I have stated in the original complaint, I was a member of the East Greenbush branch of Planet Fitness and spoke to Lee personally, so I do not see why the manager of the Troy club would be involved. I sent in three letters and refuse to accept that the annual fee I was wrongly charged will not be refunded as well.    Regards,  [redacted]

It appears Ms. [redacted] signed up online for her Planet Fitness membership, upon signing up online a customer must agree to the terms of the membership agreement which is clearly laid out for the customer to read.  After enrolling, the member is emailed a copy of their membership agreement....

 It appears that Ms. [redacted] called the facility and inquired about how to cancel, the staff relayed the proper information and recommended that Ms. [redacted] either stop in person to cancel or send a letter, preferably certified.  Ms. [redacted] sent in a letter dated 2/10/17, the letter arrived a at the Glenmont club on 2/13/17.  Per the terms of Ms. [redacted] agreement, cancellations must be received on or before the 10th of the month, Ms. [redacted]'s last charge per her agreement should be 2/17/2017.  Ms. [redacted] has access to Planet Fitness up until the March 16th, we have emailed Ms. [redacted] another copy of her membership agreement and offered to print her a copy if she would like to stop by any of our local Planet Fitness branches.  Ms. [redacted] has never inquired about a physical address for a local office and was immediately provided the ownership group's name upon request.

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. Regards,  [redacted]

Revdex.com Response: [redacted]Response By: Dan H[redacted]After looking into [redacted]'s account it appears she signed up for a $10 per month membership that carriesa one year commitment. When a potential member comes in for information we always clearly explainall membership options to the customer and we also...

provide them rate sheets that clearly break downthe membership options. When [redacted] signed up we did have an option that had no contract orcommitment, but the dues on this option are $15 per month. [redacted] willing choose to go with the $10per month option.When [redacted] enrolled in the $10 option she was explained the terms of the agreement and also signedthe agreement in multiple areas. Both parties receive a copy of the agreement so that there is fulldisclosure amongst all parties.The club manager at Glenville provided [redacted] with my personal email [redacted]and also provided [redacted] with my office number ###-###-####. I have no record of [redacted]reaching out to me in regards to this matter. I have gone ahead and waived the buyout fee for [redacted]and December would have been the last charge to her account. In the future we would be happy towaive any applicable start-up fees for [redacted], as we hope she is able to become a member in the nearfuture.

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 100% was treated HORRIBLY both from the men inside planet fitness, AND Dan the regional manager. Disgustingly so in fact. Attached is an email indicating my membership was in fact suspended and needed NEW billing info, yet they still took money out resulting in an overdraft fee of $35. Regards,   [redacted]

Hello,  It appears that Ms. [redacted] signed up for a Planet Fitness Black Card membership online on 2/17/2016 (the contract is attached).  Upon signing up for a membership online a customer must insert all of their personal and banking information, along with electronically signing to the...

terms of the membership agreement.  The membership that Ms. [redacted] chose does have a one year minimum term, in order to cancel within the 1st year the account would be subject to a $58 buyout fee.  Please keep in mind that all cancellations must be received in person or via certified mail on or before the 10th of the month in order to avoid the payment on the 17th.  Sincerely,  Planet Fitness New York Management

Mr. [redacted] has not contacted the Rotterdam Planet Fitness in regards to his...

membership. There is no contractual obligation as his membership is currently month to month and can be cancelled in person or by certified mail at any time. Mr. [redacted] does have a past due balance of $109.15 that would have to be settled before the membership can be cancelled out.

The Revdex.com complaint is the first correspondence that Ms. [redacted] has made in regards to her Planet Fitness account.  Planet Fitness has decided to waive the $58 buyout fee associated with the account and have canceled out Ms. [redacted]’s membership. She will not receive any further charges from Planet Fitness.  If Ms. [redacted] believes that someone stole her identity and used her personal information and banking information than she should contact the police.  Planet Fitness would be more than happy to provide the authorities with all the pertinent account information that was submitted on 2/17/2016.   Sincerely,   Planet Fitness New York Management