Planet Fitness

Revdex.com spoke with a representative from the business who stated that there were no notes in the account about previous requests to cancel, but that the membership had been cancelled on 11/9, and the payment on the account was 10/She stated that cancellation needs to be made before the 10th of the
month to avoid the charges on the 17th, and that the membership was cancelled and no further payments will be deducted

Dear Ms **,We deeply apologize for the frustration you have faced and the billing inconvenience with your membershipWe have researched your concern and found the following information: Your account was not to be charged for two months of dues (June and July) in order to make up for the
initial overchargeHowever, the annual fee charge on June 1st still processed, as that invoice cannot be altered Due to the miscommunication of this on our end, we will cancel your membership immediatelyIn regards to a refund, our regional manager has left a voicemail with you this past Friday to help process thisPlease return his phone call so we can settle your account as soon as possibleAgain, we apologize for the miscommunication, and hope to rectify this as soon as possible

I am a member of the Fitness Center and want to discontinue my membership I originally registered to the Center close to my home, which was located on 62nd and Western in Chicago The Center closed quite some time ago and I don't want to travel long distances to another location I want to terminated my membership and I was told that I needed to come in the office I don't feel I should have to travel to another location that is out of my way

Revdex.com:
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,*** *** I cancelled my membership before the 25th of the previous month by handing my letter to who I know now as the club manager what she did with it after that is not my faultI cancelled my membership because I now need knee surgeryI can see that they do not want my membership when I'm healedI will now file a complaint with the *** *** *** *** *** officeNot fair especially the annual fee

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Ms *** *** joined our club on 01/10/and signed the membership agreement which clearly states the following terms:To cancel your monthly membership and stop the monthly billing on the 17th of the month, the club requires written notification by the 10th of the month delivered to the club in
person or preferably via certified mailAny monthly membership can be cancelled upon days with your cancellation.An Annual Fee of $will be billed each year of your monthly membership, on or around the first of June, to the account on fileIn order to cancel the billing of this annual fee, the club requires written notice and cancellation of your membership before the 25th of the previous month.We have no record of a doctor's notice, or a cancellation note from Ms***An account freeze may only be done in person, and a cancellation may only be done in person or via a certified letter (as stated above)More so, when a member's account is frozen, or cancelled, they receive a copy as confirmation of the transactionThis copy is presented to them in the club and emailed as wellIf the member can provide the copy of the cancellation or membership freeze, we'd be happy to refund her the money for her monthly dues and annual feeHowever, neither of these requests were processed by our system on the dates specified in the complaint.As of June 9th, Ms*** has been effectively cancelled as a member of Planet Fitness, after she returned to the gym and filled out a cancellation formI have included a copy of Ms***'s signed and initialed agreement from Ms*** will receive no further charges to her account from Planet Fitness.If you have any questions, or need any other references to this matter please feel free to contact me at any time at ###-###-#### or ***@***.com.Thank you.Sincerely,Megan H***Planet Fitness Regional Manager

First and foremost we apologize for your first impression of Planet FitnessWhen you came into the facility you should have been offered a tour immediatelyWe apologize this was not the case and therefore causing confusion during the locker room remodel as well as your experience with our tanning
beds. Your agreement on file states it was completed online on 11/02/for our Black Card MembershipThe promotion at the time was dollar down + the prorate for a total of $12.68, $(plus tax) on or around the 17th of every month for your monthly duesYour agreement is no commitment and you are able to cancel by the 10th of the month by either coming into the facility or by sending a certified letter in the mailThis is all stated in your agreement that was electronically signedI have attached your agreement for your convenience. After looking at your account it appears the last payment we received was 11/28/for $Due to your poor experience with us we will return your payment of $A refund will be sent to your address, *** *** *** * Minneapolis, MN within 7-business days. Please stop into the facility or send a certified letter in the mail to the Brooklyn Park location by 4/10/to cancel your accountThank you!

Planet Fitness ran TV ads last week and this week when I ask them about the specials they said they weren't running them?
Planet Fitness ran a ad on TV and Radio last week saying you could start a membership for cent down, $a month NO COMMITMENT! Then this week they ran a $a YEAR Special on TV, for the Graham NC, Planet Fitness...So I went in today to talk to them and they said they aren't running those specials but I could join at their regular price??? They claimed they don't know anything about these adsI told them I had just seen it on TV...When I got home I saw the ad several more times...I believe this is a classic Bait And Switch...Very Unscrupulous

The member joined our Beech Grove location by transferring his/her membership on the website on September 29, At that time, the member
was prompted to enter billing information on the website to complete the gym location transferThe website instructs that only checking information can be entered as a method of payment for monthly duesOur online records indicate the member input his/her debit card information into the billing section as opposed to his/her actual checking information (routing number and account number)Because a debit card was entered as opposed to the correct underlying checking account information, the member's billing never entered into the billing processing system correctlyAs such, this member was never charged the monthly dues automaticallyThe member's A/R history in the billing system indicated he/she never paid the monthly dues for October, November, or DecemberIn addition to the $monthly dues he/she was assessed a $per month service charge for the billing processing attempting to charge the checking account with a debit card number as opposed to the routing/account numberThe total A/R amount due as of December 17, was $Beech Grove Planet, LLC d/b/a Planet Fitness does not engage a collection agency and no one threatened to send the member to collectionsPlanet Fitness engages multiple email and text message tools to alert our members of a past due balance and we engage our employees to contact members with past due balances via telephone, but we have never engaged a collection agencyOur billing system indicates the member paid the entire outstanding balance of $online via his/her individual Planet Fitness website lsometime around December 19, When paying a balance online it takes up to hours to post in the point-of-sale system inside the clubThe member contacted the club after he/she made the online payment and before it posted to the point-of-sale system inside the clubThe club manager asked if he/she had made an online payment and was told no by the memberThe member requested his/her membership be canceledOur cancelation guidelines clearly state that all A/R amounts must be paid in full prior to a cancellation being processedThe member paid the $at the clubThe club manager submitted a refund request to the Planet Fitness corporate office for $This refund of $is for the $per month service chargesThe club manager recognized the confusion on the website when entering checking account information and a debit card number was entered insteadThe refund request of $is in process and will go out in the mail to the member on 12/24/Planet Fitness informs its members it will take up to business days to receive the refund check in the mailTo recap, at this point the member had an A/R balance of $He/she paid the $online, but the club point-of-sale system did not recognize the online payment yetThe member paid $at the club to cancel the
membershipPlanet Fitness has agreed to refund $of the service chargesAt this point, it appears the member is due a refund of $that was paid online as this is a duplicatcate payment
On December 22, Planet Fitness received notification from its merchant service provider that this member had filed a dispute with his/her credit card company for the $charge that was paid onlineThis dispute process means that the credit card company has provided a refund of $to the memberPlanet Fitness agreed with this credit card dispute and the $that was initially paid to Planet Fitness was debited back to the credit card company.
In conclusion, after all of the charges have posted, the $refund has been paid to the member, and the credit card company has refunded the member $89.97, the member has paid Planet Fitness $This represents the $monthly charges for October, November, and December At this point Planet Fitness believes the billing issue and overpayment issues have been resolvedThe $refund check is in process and will be sent out in the mail on December 24, Planet Fitness apologizes for the communication errors and the website system confusionPlanet Fitness as a nation-wide franchisor recognizes the
limitations/confusion on the website billing process and is working towards improving its billing system nation-wide %

That you for passing along this information. At Planet Fitness we try hard to provide outstanding customer service and we can hear in this interaction that our valuable member does not feel that we reached that goal. As a membership establishment we do have policies and practices
designed to enhance our member experiences as well as to provide consistent, excellent service to all of our members. In this case our specific policy is to have a picture of each of our members who enter the facility so that we can accurately track that the person who owns the membership is the only one with access. We do this to make sure that all of our guests have a safe environment. Initially the staff believed that someone other than the member was accessing the facility using her membership card. The staff believed that it could have possibly been a relative, but were able to know that it was not the member based on the age of the person trying to access the facility. In this case the picture would have helped us in keeping our goal of keeping our members safe. We want our members to have an outstanding experience and we do feel it would be appropriate to credit any unused time that our member felt was due to the confusion on the policy. All we need to do is have the member contact her club and they will further assist her. We have already tried to reach out using the information provided to the Revdex.com, but have been unsuccessful in connecting.We thank the Revdex.com for helping keep us to have other avenues to engage our members and improve our relationships with them

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
When I signed the membership at Planet Fitness, I informed the front desk that this card was only to be used for the $for initial feeI told her that particular card (*** *** ***) will no longer be active since it was a financial aid card from North Carolina and I graduatedThe same week I came in with ** *** Checking account informationAll the banking information was enter and acceptedJust until last week, Planet Fitness stopped trying to attempt to collect $a month plus I was being charged $for each attempted transactionAs per contract, I sent a certified letter to management, still no responseI have no idea what women he spoke to, my family lives in another state.*** ***###-###-####
Sincerely,
*** ***

Initial Business Response /* (1000, 8, 2015/10/14) */
Contact Name and Title: Ashley ***, GM
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@comcast.net
Mrs*** is aware that we did not have a cancellation on file for herShe spoke to our regional manager and he told her we
would waive some of the fees on her account and that she had to come into the club in person to cancel or to send a letter certified mail by the 10th of the month, according to our policies in the agreement that she signedIf she had come in to cancel last year, she would have paid her buyout fee up front and we would have a copy of the cancellation on fileWe have practices in place where we immediately cancel the member in our system and scan the copy inShe cannot provide proof and she admitted to our staff that she still has not come in to actually cancel her membership, therefore we must continue to bill until we receive cancellation
OFFER:

After looking further into *** ***’s account, he does
now have his debit card information on file at the *** location. He was canceled out of the *** ***
location on 4/30/as a transfer to ***.
I attempted to contact *** *** numerous
times via phone with no
response. I did leave him a message with
a means to contact me if he still had concerns regarding his account; I never
heard back from *** ***

My name is John B*** and I am a Regional Manager for Planet FitnessThis is a second response to a complaint against our Valley Forge location and just wanted to take a few minutes of your time.When this former member initially joined the club on January 31, 2015, they signed a copy of the Planet Fitness club rulesRule #clearly states, "Members are responsible for securing their own belongings, Planet Fitness is not responsible for members lost, misplaced or stolen items" (see attached)As such, Planet Fitness is not responsible for member's lost items.Planet Fitness also does have a strict policy against releasing any member's personal informationThe tanning sign in sheet is placed at the front counter to allow the members to sign in for servicesThis former member tried to photograph company documents, The tanning sign in sheet is not in place for members to photograph their fellow member's personal information so they could conduct their own personal investigations, regardless of how any member would interpret it.This former member was offered the opportunity to fill out an incident report at the club and they declinedIf this former member had filed the incident report, we would have notified the police and fully cooperated in any investigation they would have conducted.While truly sympathetic to this former member's concerns, Planet Fitness is not responsible for the loss of personal property,Thank you for your timePlanet Fitness

*** *** sent a letter dated October 1st to our *** locationManagement at our *** location then reached out to *** *** and told her she was still under an agreementShe was very upset and hung upOur manager reached out to her again and left her a messageOn
11/8/she sent another letter, our manager called her yet again at which time *** *** stated she was in an accident and was out due to a medical issue (this was the first time the accident was mentioned)Our manager told her to either email him the doctors notes, bring them in to our facility, or send them in via mailAfter that conversation our manager never received any documentation nor or any further communicationOur manager disagrees with the complaint of ignoring this member, he has kept strong communication with *** *** and had a resolution in place for her

Case #*** Dear Ms***, 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. Per the membership agreement, members must either come in to their home club to cancel or send a certified letter to their home club so that both the business and the customer have a signed copy of the cancelation and there is no confusion in the process Ms*** was still an active member and the only paperwork we have on file is her agreement when she signed up on 11/05/There are also two notes on her account, one on 1/6/and another on 1/13/Both notes state she is coming down to cancelOn the 1/13/note, it states she was coming down to pay that coming Friday, our records do not show that came in to pay off her balance or cancel her membershipAs a courtesy to Ms***, we have cancelled her membershipWe have emailed a copy of her cancellation form to the e-mail address listed on the Revdex.com complaint Sincerely, Planet Fitness Connecticut Management

I went to this Planet Fitness location looking for a cheap gym membership while I was in town for a clinical rotation from April 2-June When I went into the store to inquire about membership fees and how much it would be for my time here, I was told that if I signed up for a "black card membership", my first month would be free, and then the second month I would pay the monthly fee of $21.99, and then I could cancel my membership in June when I left LouisvilleI asked about annual fees, and the woman I was talking to assured me that they wouldn't come out of my account until August 1st, which wouldn't be an issue for me since I was canceling my membership in early June when I left townOn June 1st, there was a $charge taken out of my account for an "annual club fee"I was certain this was a mistake, so I went into the store to have this remedied, and the man who was helping me stated that it was not a mistake, and that I had signed a form agreeing to thisThat would have been

We have reviewed the complaint made my Ms*** regarding her membership with Planet Fitness.On April 8th, Ms*** purchased her Black Card membership with Planet Fitness that allowed Ms*** 24 hour access to everything at the gym.As noted in Ms***'s membership agreement
(See Attached), her monthly membership fee will be billed to the provided account beginning on April 17th, in the amount of $plus any applicable taxes until Ms*** cancelled her membership in accordance with the agreementWhen Planet Fitness learned about Ms***'s issues, Planet Fitness offered Ms*** 1-free months of service, however Ms*** declined this offerPlanet Fitness will not be refunding Ms*** due to not being outside the terms of her agreementLoyal customers are the key to any business so it is my hope that Ms*** will continue to utilize our servicesWe have appropriately noted Ms***'s concerns to ensure they are reviewed and addressed

Initial Business Response /* (1000, 5, 2017/12/04) */
Thank you for forwarding this as we take any complaint very seriously and would like to apologize to the member for any confusionWe have completed our investigation of the members complaint and offer the following response
The member
joined on November 3, As you will see from the attached membership agreement we had the member sign in agreement on all points including the first billing dateThis first billing date is clearly outlined in the first sentence which was 11-17-
The zero down was for the enrollment fee, which usually range between $10-$
We have been in business since and have found the best approach in these situations is to honor the letter of the agreement and as such we must deny her request for a refund
Initial Consumer Rebuttal /* (3000, 7, 2017/12/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes I did sign the contract and knew the bill came out at th 17thAnd the young lady said by the 17th of December is when your first payment would be dueThere was no confusion on my behalfIts simply what your employee told meAnd she obvisiouly was in the wrongI was a member before and never had any issues like this

Good morning ***,We have carefully reviewed all of our records and we do feel a refund of $is due to *** ***.We do not agree with her original request for $164. I believe our Manager at our Planet Fitness in Dewitt reached out to *** We apologize that*** did not
have a positive and pleasant experience. It is always our intention for membersto enjoy visiting Planet Fitness. We wish *** the best with regards to her current healthissues. A check will be issued to *** immediately and mailed to her *** *** *** *** addressin ***, ** ***. Kind regards,Diane