Planet Fitness of Overland

We have looked into this issue and it appears [redacted] signed up for a membership and on the same date signed up [redacted] and this is the reason for being billed for two membershipsIs Mary stating she doesn't know this person and is not related and also didn't authorize the billingIn order to look further into this situation it would be helpful to have these questions answered

Complaint: [redacted] I am rejecting this response because: Due to when speaking with the young lady and Johnathan, neither of them mentioned thisWhen [redacted] called today, [redacted] clearly stated that I owed them and they had not taken any money from me since Once I started breaking down each month that money was taken out and it totaled to 354.30, [redacted] in return stated that I owe them a fee for breaking the contract and I had a past due balance of something dollarsI told him he was a liarI said I owe you nothing, I asked of you back in 11/to stop drafting money out of my accountIf it was a month contract, that contract ended in 2016, it is now another year later, which means years and not months they are still taking money out of my accountI have no reason to lie and on top of it they took out three times and times, starting from 11/this does not include my previous payments to Planet Fitness, upon initial enrollmentNov 2015-31.62, Jan 2016-21.62, Feb 2016-21.62, Mar 2016-21.62, Apr 2016-21.62, May 21.62, June 2016-21.62, July 2016-21.62, Aug 2016-31.62, Sept 2016-31.62, Oct 2016-Nov and Dec No payments were taken out, Jan 2017-21.62, Feb 2017-21.62j, Feb 2017-21.62, March 2017-21.62, Apr 2017-21.62, no payment taken out because they emptied the account, June 2017- [redacted] clearly told me and I hope there calls are recorded and he called from a area code, that I had not paid them since 11/2015, but my bank clearly states they have been withdrawing each month, with the exception of the months Planet Fitness could not withdrawAs I explained to [redacted] before hanging up on him and yes I hung up on him, because he has terrible customer service and was not in the business of satisfying a customer, but stating what was old to them, when I am victimI rarely access this account, because the bank is not local, this is a stock brokerage accountNot once did the young lady mention I had to come to the location, I am the one that asked her, why I could not come up, she said to cancel your membership you send it in email and she provided the email address, how in the heck would I have known to email as well as she requested a copy of my doctor statement be attached to the emailI followed all of her directions and expectationsSo they can save this for the birds, they are being completely dishonest and I have already consulted with an attorney, this is fraud and my bank has blocked any further transactions from Planet FitnessTo accommodate a client, you are expected to go above and beyondNot once did [redacted] say, Ms***, I can do this for you, I have put back what we have taken out this year so far and since you were told incorrect information, I will cancel the membership right nowNo, this man has the nerve to talk about what is owed to them, his performance as a leader of that organization is absolutely terrible and takes the integrity away from the organizationThis is not how you conduct business of any sortHeck I am the one losing, I have paid for years of service and only attended the gym out of years for about monthsI do not mind paying for months but, I should not be liable for the other monthsRespectfully, [redacted] ***

I only signed myselfThere was no one else with me and I don't know [redacted] I would like to get my money back and a copy of the contract

I believe there must be some misunderstanding hereThe member believes there was an error and overbilled If all the facts are correct the most money the member would have been overbilled would have been Our records do not show that the staff made an error however Planet Fitness prefers to settle these cases as the consumer wishes if at all possibleIt should be noted, The same day the complaint was filed and the resolution of a refund demanded by the member Planet Fitness mailed a check in full to the member for the Planet Fitness is now getting a response back that this is not agreeable, however there is no new demands or suggestion for a resolutionLast, the member states the Amex card of her husbands was not provided to Planet Fitness The only possible way Planet Fitness would have this information would be it was provided to usI will however say that the card was never charged by us

Planet Fitness will not dispute the small amount of and will refund that amount after the complaintant agrees it is satisfactory and also the member agrees not to seek from their bank the charges be refunded

Complaint: [redacted] I am rejecting this response because: Congrats on hiring college grads Didn't know PF required any degreesThis complaint was about [redacted] and [redacted] ONLY [redacted] asked to have her money refunded back to here card , which still hasn't took place [redacted] asked to have her account and her account ONLY removed w/o any cancellation fees I dnt know Why PF wants to cancel BOTH accounts , especially after the young man was so respectful to PF Cancelling the gentleman membership would ONLY create MORE customer service issues for all the graduates working for the companySo let's try this again, [redacted] is still waiting on her refund, [redacted] would like to cancel HER membership w/o any cancellation chargers Sincerely, [redacted]

Members both joined ONLINE with Planet Fitness. Upon doing so both provided primary billing and secondary billing. Three months dues were automatically deducted from the primary account. On the 4th month on 5-17-17 the primary account declined and the secondary was charged PER THE CONTRACT. Member... called irate and spoke to the assistant manager who is American and speaks English and holds a Masters degree from SLU. Assistant manager could not understand the member and put the manager on. The manager after speaking to a nice gentlemen who came on the phone agreeed AS A COURTESY to refund the amount charged to their secondary billing and the members agree she to come in and pay in cash. The manager also agrees to remove the secondary billing that the member imputed themselves online. The refund requested was done yesterday so I am very confused why the members would file a BBB complaint. As stated above this entire transaction was completed online by the members and an employee from PF never had any interaction with the members. The members are also now asking for the memberships to be canceled and the 58$ buyout fees waived. If that is what the members wish to do I will cancel both and waive the buyouts once the member conforms with the bBB that this resolution is agreeable.I am beyond baffled why a member would file a BBB complaint on a company that immediately refunded money back that should have never been refunded bakc and that went out of there way to satisfy them.

Complaint: ***
I am rejecting this response because: My husband's card was never given to Planet FitnessIf you read the complaint, an employee's mistake made it hard for my active account to be found so I was being told that my account was closed but the employees telling me this were looking at my old account from I should not be charged because of the company's/employee's mistakeYour response tells me that you clearly did not read the complaint
Sincerely,
*** ***

Member did cancel her membership in December and at the time did have a balance over The club manager allowed the member to cancel even though there was a balance. Shortly thereafter we received an online join for the compalintant This information for this membership was the same
address date of birth, phone number and email address as well as the same billingThe complaintant is stating it was not her that signed up and it must have been someone else. Nevertheless we will do as the complainant requests and cancel this online join as well and refund her the once she responds back to the Revdex.com that this is satisfactory. I have noted her account and name so that if anyone attempts to rejoin any of our gyms it will be declined

Member joined Planet Fitness on 12-15-2016. Memberhsip agreement states the member electronically pays a month plus taxes for a minimum of monthsIt then states the membership continues on a month to month basis after months Membership must be canceled via certified email or
in person and it canceled prior to the months a 58$ buyout must be paidPlanet Fitness does not have monthly agreements that automatically end after months and the agreement clearly states this. Member states he came in to cancel on 8/and 11/to cancel prior to the month minimum and states he was advised he would not be billedWe have no record of the member coming in as he would have been checked into the system His account noted, an email sent to his email that his memberhsip was canceled and we would have asked for a 58$ buyout as when his memberhsip comes up in the computer to cancel it is impossible for an employee to cancel it because it requires this buyout.if the member is requesting a refund of one months dues for 1/17/we certainly would do this or even give two months refund for the member as an act of good faith Please advise if this is reasonable and agreeable

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Member is correct the membership contract states it is month to monthThe next words after that state any balance due must be paid prior to canceling the memberhsip If the member replies to Revdex.com that canceling this is satisfactory as well as waiving balance then we will do that as a
courtesy

The response from this person is not responsive to my responseThis woman has a 150$ balance with my businessShe then signs up again in an attempt to keep from paying the and now wants us to pay her 21$ I said I would just to settle this and keep my great rating and then she sends back she was out of town??? Thanks What's next you are going to send me pictures of her vacation? She should be asked does she accept or rejectThank you,*** ***

Can I update my response and say I mailed a check?Thank you,*** ***

Ms.*** joined Planet Fitness on 2/24/The membership agreement signed by Ms*** stated she would have a month plus tax deducted from her account on the 17th of every monthThe agreement states that the membership has no commitment and the membership can be canceled at anytime with no
buyout fee by sending a letter or coming to the club in person and filling out a cancelation formThe member states that she came in and someone told her the manager would handle itA cancelation is one of the most basic things an employee has to doAt no time would an employee have to talk to a manager about someone canceling a membership that has no buyout fee or commitA member would fill out a form and the gym keeps one and one goes to the member for their records. Without a copy of a cancel form the gym cannot refund moniesThe gym will cancel the members membership as a resolution to this matterIf the member can provide a copy of a cancel form PF will refund any months errounelsly charged

We have spoken to the member and are happy to report that we have reached a satisfactory resolution waiving the balance

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

The 76$ check was mailed yesterday. In regards to the comment about being proactiveThe member did not have any record of cancelation and neither did the club so a refund request could not be put in without one of the twoPlanet Fitness upon request and to settle the Revdex.com issue mailed a check for the amount requested the same day the 76$ was requestedThis was also not a money issue when considering a satisfactory resolutionThe business apologized if an error was made and mailed a check for the amount the consumer requested even though there is no record of a cancelSo to question our companies standards and ethics over their checking account they supplied to the business being charged instead of their credit card is a bit of a reach to say the least

*** signed up for a membership agreeing to have a month electronically deducted from his account on the 17th of every month and an annual fee of 39$ deducted every February that he is a member. ***s dues declined on Oct and on Jan totaling
***s annual fee also declined for on February The total of these three charges declined were On March our billing company charged the due and ***s account was made currentOn April *** canceled his membership and no further charges were deducted from his accountYesterday *** called the gym and was requesting a refund for the He was given our regional managers email address*** emailed our corporate office regarding this and I personally emailed him back this AM and have not heard back from ***Our regional manager *** *** has also emailed and called *** to discuss this matter All charges due took place several months prior to ***s cancel and were correctly charged I am hoping for a clarification from *** as to why he feels these charges were incorrectly billedHe has both my and our regional managers phone and email addresses

I have been out of townWhen I canceled my membershipI was told I didn't have a balance. *** ***