Planet Fitness of Overland

Planet Fitness offers the following :On April the complainant ( Father) signed his son up for a gym membershipThe father signed the parent guardian waiver and paperwork needed and the date of birth listed for the son is 11-7-The complaint alleges they were advised to change the date
of birth of the sonI was not present but can say there would be no reason whatsoever on this date to change the dobAnyone can join the gym with a parent or guardian as long as they are The son here was Months 6/20/the father canceled the membership as statedOn 8/13/the son came back into the gym and asked to reinstate the membershipBecause a parent guardian waiver was on file it was reinstatedThe complaint alleges that we just started billing againMy manager has reviewed video footage from 8/13/at 11:11am and seconds and is certain the same person who joined on 4/rejoined on 8/13/( without his Dad present) and gave the same info and a copy of the contract was emailed to his email address. I am unsure exactly what's going on hereI show one charge to the fathers account on 8/13/for and I would be happy to send a check back for that amount and put a memo on the account to not allow the son to join Planet Fitness until he is in monthsI ask for a reply back from the father of this is sufficient and the only charge he sees on his account

We will refund the complaintant *** membership with Planet Fit was is canceled and will remain canceled ..Upon receiving an email from the Revdex.com that *** is satisfied the check will be mailed

Member came in yesterday and canceled the membership after soaking to the manager and stating the membership was canceled previouslyThere is no record of the cancel and the member could not provide a copy of the cancelation form that would have been provided to themThe member yesterday also
never requested a refund and was supplied with a form that was submitted with her checking account informationSince the membership is now canceled we no longer have any of the members billing information on fileIf the member agrees and confirms through the Revdex.com we will mail a check to the member for dollars today. I will note that Planet Fitness has no way of obtaining any members checking or credit card informationWhat occurred here is that the members checking information she supplied in was charged after the credit card on file declined. We apologize for any inconvenience this caused to the memberPlanet Fitness is a multi billion dollar company with over million members in the US and we can assure you that fraud is not in our dictionary!!

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 memberships. Is Mary stating she doesn't know this person and is not related and also didn't authorize the billing. In...

order to look further into this situation it would be helpful to have these questions answered.

I only signed myself. There 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.

Complaint: [redacted]
I am rejecting this response because: Due to when speaking with the young lady and Johnathan, neither of them mentioned this. When [redacted] called today, [redacted] clearly stated that I owed them 350.00 and they had not taken any money from me since 2015. 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 90 something dollars. I told him he was a liar. I said I owe you nothing, I asked of you back in 11/2015 to stop drafting money out of my account. If it was a 12 month contract, that contract ended in 2016, it is now another year later, which means 2 years and not 12 months they are still taking money out of my account. I have no reason to lie and on top of it they took out 31.62 three times and 21.62 12 times, starting from 11/2015 this does not include my previous payments to Planet Fitness, upon initial enrollment. Nov 2015-31.62, Jan 2016-21.62, Feb 2016-21.62, Mar 2016-21.62, Apr 2016-21.62, May 2016 21.62, June 2016-21.62, July 2016-21.62, Aug 2016-31.62, Sept 2016-31.62, Oct 2016-21.62 Nov and Dec 2016 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 2017-21.62. [redacted] clearly told me and I hope there calls are recorded and he called from a 618 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 withdraw. As 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 victim. I rarely access this account, because the bank is not local, this is a stock brokerage account. Not 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 email. I followed all of her directions and expectations. So 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 Fitness. To accommodate a client, you are expected to go above and beyond. Not once did [redacted] say, Ms. [redacted], 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 now. No, 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 organization. This is not how you conduct business of any sort. Heck I am the one losing, I have paid for 2 years of service and only attended the gym out of 2 years for about 5 months. I do not mind paying for 12 months but, I should not be liable for the other 15 months. Respectfully,[redacted]

I believe there must be some misunderstanding here. The member believes there was an error and overbilled 62.00. If all the facts are correct the most money the member would have been overbilled would have been 62.00. 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 possible. It should be noted, The same day the complaint was filed and the resolution of a 62.00 refund demanded by the member Planet Fitness mailed a check in full to the member for the 62.00. Planet Fitness is now getting a response back that this is not agreeable, however there is no new demands or suggestion for a resolution. Last, 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 us. I will however say that the card was never charged by us.

Planet Fitness has no record of any cancelation by Ms.[redacted]. Once a cancellation is electronically completed the employee completing the cancelation informs the member that they will receive  an email confirmation of the cancelation. In regards to the billing of Ms. [redacted] husbands card,...

that billing was supplied to Planet Fitness by the member. There would be no other way Planet Fitness could obtain credit card information. Nevertheless, Planet Fitness takes Ms. [redacted] at her word that she canceled the memberhsip and at her request we have mailed a check in the amount of 62.00 to Ms. [redacted] today. It is a possibility that an employee made an error and didn't process the cancelation properly. We also have canceled the membership so that there will be no further charges.we apologize to Ms.[redacted] for any inconvenience this has caused.  We have Sloan called and left a message advising that a check has been mailed

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 Revdex.com 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 Revdex.com that this resolution is agreeable.I am beyond baffled why a member would file a Revdex.com 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.

Planet Fitness will not dispute the small amount of 172.20 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.

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. I did contact my bank and they have cancelled my request to dispute the charges. A refund from Planet Fitness is acceptable.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Congrats on hiring college grads . Didn't know  PF required any degrees. This 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 company. So 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]

Complaint: [redacted]
I am rejecting this response because:I understand paragraph one of their response and I complied with their cancellation policy. I did provide a letter, signed and hand delivered to their Overland location per their request, at the appropriate time interval which they state is required before the end of the requested cancellation date. That letter stated that I wished to terminate the membership at the end of the 12 month commitment. Paragraph two is a false statement. I did come in to the facility, and I was not checked in the facility. There was no need to check me in as I was not working out that day, I was delivering the cancellation agreement since phone, fax, and email requests are not accepted by this company. No-one asked to check me in, both times the front desk employees stated that they would process my cancellation. At no time was I offered the option to pay only $58 to buy out the contract. I did ask the front desk employees if there were any other options to cancel early, or pre-pay out the rest of my contract in mid-2017 since we were no longer using the service and I had been told by the employees at Planet Fitness that to end the contract on good terms, I had to wait until the initial 12 months was up and that I had to submit a written request 30-60 days prior to the requested cancellation date. I then complied with that requirement.  A $58 charge would have been much cheaper for me as I stopped attending this facility months ago. I am requesting that the company stop withdrawing money from my account, and to honor my typed and signed written request to cancel the Planet fitness membership effective at the end of my initial 12 month agreement. To be clear, I am requesting a refund for December, January, and any February charges that have been processed, or may be in the midst of processing. Dec 18 2017 I was charged $21.82 for my account, and $21.82 for my wife's account.  On Jan 17th both accounts were again charged the $21.82.  On 02/01/2018 we were charged another $42.46 each. This is a total of $172.20.  I have acted in good faith throughout this contract, I am asking the management of Planet Fitness to do the same and to please cancel my membership, cease accessing my bank account and to work with me on refunding the inappropriate charges for $172.20 plus any bank fees I may incur due to the actions I am forced to take to resolve this issue. I have disputed these charges through my bank and may need to work with a Planet Fitness Manager to make sure Planet Fitness does not end up refunding my money twice, and for that I would need a contact person at Planet Fitness who would be willing to connect. This request has been rejected to date by the front desk staff at the Overland store. I do hope that someone at Planet Fitness reads and understands my position and that this does not need to go to small claims court, or escalate further as I think this is really a very small sum, but a has become a very large insult to me. Two hand delivered letters do not get lost, there is a procedural issue that needs to be fixed at this facility.  
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

The member signed up with Planet Fitness on 2/28/15. The membership agreement on file and signed and initialed by the member states that the membership was a 12 month commitment. The agreement states that to cancel prior to the 12 month term there is a 58$ buyout. The agreement also states...

cancelations can only be made via certified mail or in person and cannot be done via fax or email or by phone. The member states in this complaint that she called in 11/2015 and told an employee she was injured and wanted to cancel the membership. She further states the employee told her to email the gym that she wanted to cancel and she states she did so. Regional Manager [redacted] did attempt to speak to the complainant to resolve this complaint however the complainant hung up. We would like the member to know that the gym does not and has never had a fax number or an email address to receive cancels to. If a member is injured and has a doctors note as she did here then the membership would be put on freeze for as many months as the doctor requests. This freeze policy is also stated in the agreement.in this particular case the member not only had a commitment and would owe a 58$ buyout fee to cancel but she would also owe the balance she had accrued in Nov 2015 which was 94.86 for 4 prior months declining. Currently the member has a balance with Planet Fitness of 325.48. A notification of this balance has been sent to the member Each month since she joined via text and email.we have also requested from the member a copy of the email sent in November or a record of the phone call and the member has neither.as stated above, at the time the member states she canceled the membership Planet Fitness was due a total of 58$  plus the 94.86 balance. At an absolute minimum this is what is due if the cancel was to be requested 11/2015. A cancel was not submitted per the contract and the membership has a balance of 325.48   planet Fitness would be willing to waive the 325.48 and not send it to collections and also give the member a free year membership on good faith if she deems this is agreeable..