Planet Fitness

Mr***,
If you scroll down on the contract that you signed and agreed to, located on section Cancellation rights, it states, "THE WRITTEN NOTICE MUST BE MAILED BY CERTIFIED MAIL TO THE FOLLOWING ADDRESSes: (List of our locations)" Your membership will remain active and continue to draft until it is cancelled per the membership agreement Also, I would like to note that the email address that you sent your "request" to is not a valid email address and is no longer in use A certified letter ensures that both parties receive a copy or receipt of the cancellation request and a cancellation done in person does the same, because the member receives a carbon copy of the cancellation form signed in the locationRegards,
*** ***- CEO/COO

The membership was cancelled as of February 16th,

Hello, Complaint ID #*** in regards to member *** *** had transferred home locations and seemed to be confused on which was his current billing locationDue to his inconvenience, we have decided to refund the charges from June 1st, to December totaling $
We will be in contact with *** *** regarding the status of the refundOur refund process will typically take to weeks to be received. Thank you, --*** ***Operations ManagerPlanet Fitness

Initial Business Response /* (1000, 5, 2015/06/11) */
Manager reached out to managerResolved
Hello ***,
Thank you for getting back to meIt is the affinity plus accountI had used it with my previous membership so I was surprised to see this going onIf you could credit one month of
membership that would be greatThank you for getting back to me
-***
Initial Consumer Rebuttal /* (2000, 7, 2015/06/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Having trouble getting memebership cancelled and a refund for overpayment
I started a year membership in April of for per monthThe first payment came out April 18th, After a year was up I let them know I was cancelling my membership since I was moving and with work didn't use the gym anymoreI noticed after about months in August of that I was still being charged per monthI called and they said they would fix it and I wouldn't be charged anymore so I was fine with thatI then saw months later I was still being charged so I went by the gym and questioned themThey said they didn't have an active account for me and couldnt find my file so they said I shouldn't be getting chargedWell here it was going on December and I talked to corporate and they said their was nothing they could do since it was a franchise locationI talked to the manager on the phone and somehow they found my file this time but told me to come back up their and fill ou

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** ***

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.
Regards,
*** ***

Today I received another letter regarding complain *** that the member *** *** did not feel that the problem was remediedI have sent him an email to let him know that I have issued a refund to him for the $annual fee that he was charged on Oct The terms of his agreement state that he would have to cancel by Sept so that the annual fee was not submitted but he didn't cancel until after the fee was actually billedTherefor we had to wait until all annual fees from all members cleared the bank before issuing any refundsMr *** was approved for the refund and it is being processed at this timeThat $will go back into the account that it came from within 7-days. Thank you, *** -- *** ***Club Manager | Planet Fitness (p): *** *** *** * *** ** ***

*** ***’s member was cancelled today with a refund of the last months per membership agreement, plus an addition month for her troubles. We have not received any cancelation letters from member nor has the member came into the facility to cancel to the best of our records. Ms
*** has never attempted to contact me at the facility as I have been the General Manager since we have opened in and this is the first I have heard of any issues regarding her membership. In addition Ms*** has used her membership during the time she feels a refund is dueChehistory as follows: 01/23/11:AM 09/25/01:AM 09/10/10:PM 09/02/09:AM 08/15/04:AM 07/15/12:AM NO CHECK IN IN DAYS 02/27/10:AM Tanning IMPORTGROUP IMPORTGROUP 02/27/05:AM 01/18/04:AM 01/12/05:AM 09/20/07:PM Massage Chairs IMPORTGROUP IMPORTGROUP 09/20/03:PM 07/16/09:PM 07/15/09:AM Hydro Massage IMPORTGROUP IMPORTGROUP 07/14/09:PM 05/08/10:PM Tanning IMPORTGROUP IMPORTGROUP 05/08/09:PM 05/08/08:PM 05/07/08:PM 05/06/08:PM Including a check in for January of this year from a club outside of our franchise clubsThe monthly dues for her membership equal $per month= a refund of $64.23. Our billing processor asks to allow 5-business days for the refund to go back into the checking account on fileI have attempted to contact Ms*** this morning with no successI will try to reach her once again to inform her of the refund equaling $in three separate transactionsWe are always more than willing to help our members with any and all issues regarding our clubs or memberships. If Ms*** is able to produce emails of cancelations I would be able to further assist

From: Revdex.com of Metro Washington DC">Date: Fri, Mar 13, at 9:AMSubject: Fwd: Revdex.com - ID # *** - *** ** *** ClaimTo: *** *** ---------- Forwarded message ----------From: Donald T*** Date: Thu, Mar 12, at 12:PMSubject: Revdex.com - ID # *** - *** ** *** ClaimTo: [email protected] *** ***,Thanks for your notice received on March 10th from your office regarding the claims made by *** ** *** about the status of her Planet Fitness account, and that of her husband, *** ***.Unfortunately, the information provided to you is inaccurateThe combined accounts for *** and *** have a Balance Due of $239.92, which has accumulated over months of non-payments on their part, including their Annual Renewal Fee in October 2014.We have made several documented phone calls to them along the way, however, we have not had the courtesy of a response from them on their account payments.No registered letter was received from them for cancellation of their accounts, and that is a requirement specified in their Club Membership Agreement. Please note that there are very easy ways for any of our Club Members to cancel their accountWe handle these with no-hassle every week of the year with people moving, changing jobs, or simply wishing to cancel because they don't have the time to use it as much as they thought they would when they signed up.Either the Club Member personally comes into the Club and notifies us of their request to cancel, and we take care of that quickly right on the spot, as we have no long-term contracts or agreements......it's basically month-to-month, or they send us a registered letter for that cancellation purpose.If a Club Member has a balance due from the past months, they are required to make that past due payment in full at the time of cancellation, and then no further charges will be accumulated, and they have no further obligations.We have Customers who decide that they want to cancel, for whatever personal reasons they may have, and that's part of the unique flexibility provided by over Planet Fitness Clubs across the USA.However, when they know that they still have monthly obligations that have not been paid, they sometimes come up with creative approaches to not fulfilling their legal responsibility for payments. Sometimes, this includes going to the Revdex.com, and filing a complaint, and then we have to respond, as we are doing in this case as well.We will agree to dramatically reduce their outstanding obligations down to $per person, for a total settlement of $58.00 on their account this month, March Then they are still free to use any of the Planet Fitness Clubs that we have in PA and NJ during this month, and even all of April as part of that settlement offer(Ephrata, Altoona, Coumbia & Millersville, PA and Millville - NJ).They can contact us directly at anytime for the handling of this final transaction and their termination of their Planet Fitness Club Membership as of April 30, 2015.Sincerely,Don *T***, Asstto the President & CEOEphrata, Altoona, Columbia, & Millersville Planet Fitness Clubs - PA
Millville - Planet Fitness, LLC - NJCell ####-###-####

I joined Planet Fitness on 4/25/ The rep had issues entering my info & finally did it on my cell phone I was informed there would be a yearly fee in June & not noticing it in the email, I thought it would be mid to later June when I'd be charged There were only a couple of things I used there & I was planning to cancel I've been doing physical therapy at KORT which my insurance is covering, and I didn't really think my Planet Fitness membership was going to benefit me Workers were generally behind the counter or cleaning & didn't help with machines I tried to leg presses, because I wanted to work on lower body, but both leg presses hurt my knees The cleaners that you're required to wipe the machines down with bothered me too I have allergies & asthma & am sensitive to many cleaners I was planning to just finish out May, mainly just to bring my daughter I basically killed time while she exercised as my guest with the Black Card membership

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
Planet Fitness advertises unlimited guest privileges on both the website and in print material The attached Black Card membership privilige sheet is not the one I was given, nor was it discussed at time of purchase Planet fitness needs to remove the word "unlimited" in its placement preceding "guest" and "tanning" It is deceptive to make this claim and then limit terms with fine print
Regards,
*** ***

Good morning We have spoken with our former member, *** *** this past week. We apologized for all of the times that she had to reach back to our clubs and explained that our club employees where only following what her signed agreements
states. In reviewing all the facts of ***'s email, we will be issuing a refund out the buyout fee, in the amount of $62.16. A check is being sent to ***'s address and should arrive in days.Thank you

I want to start by apologizing for any confusion and inconvenience regarding this balance on your account as reading and understanding the payment history and records through the app or online can be confusingWhat you are looking at in those attachments from the app is your "club account"How this works is that when they is a payment that goes unpaid the system adds that amount to the "club account" where it can then be paid in person, online or by the appThe way the system works is that when a past due balance is add by the system to the "club account" a ticket is created and time/date stampedAs you can see in the document I have attached they are various columns that give more detail to that amount, the items column will show what the past due is for if its a ticket created by the system (annual, late fee or monthly dues) or it will show club account payment if its a payment made by the member via one of the ways I mentioned above. As you can see in the document attached on 10/12/the system posted into the "club account" the past due amount of $for the annual fee from 10/1/You can see this is not a payment from the member but a ticket created by the system because it does not say club account payment under the items column as well as the area under the amount applied remains blank since no payment was made.You can then see on the next line their is a transaction on 11/21/that was a payment of by the memberThis is evident as under the items column it shows "club account payment" as well as has the amount of the $under the amount applied column and under the payment types column it shows it was paid with a visaSince you can not pay monthly payments ahead of time at Planet Fitness that $was applied to the $past due from the annual fee on 10/1/reducing the outstanding balance to $( the difference of $owed and the $paid). On the lines after that you can see a monthly payment for 12/17/did not go through and was added to the "club account" on 1/12/Then a late fee was added for that 12/17/past due payment on 1/2/and since it went unpaid it was added to the "club account" on 1/12/Lastly you see the monthly payment for 4/17/did not go through and was added to the "club account" on 4/27/bringing the total balance to $73.89. As this document shows the only amount actually paid by the member was the $on 11/21/and the rest are not receipt of payment but posting dates from the system adding that balance to the "club account" Again I apologize as I understand this can be difficult to understand if you are not familiar with the system, that's why I always encourage the member to come in and we can go through this in person to make sure there is no miscommunicationWe also encourage the member to bring in their bank statements as they will clearly show what payment were made and which were not, we do understand these are personal and some may not want to which we respect that is why we only encourage it as it makes the process smoother if they wish to do so Finally as for the membership still being billed after the month termThe way our memberships work is the month term means that if a member that is under a month term chooses to cancel their membership before those months are up they have to pay a $buyout fee to process the cancellationAfter the months are up the membership does continue to bill on a month to month basis until the member cancels the membership in accordance with our membership agreement, but they will not have to pay the $buyout fee as their are out of the month commitmentI have attached a copy of this members signed membership agreement that outlines these details of the month term as well as the cancellation policy. Again I hope that this clarified things better, and if you still do want to cancel your membership out as per our membership agreement you would just need to go in person to the club you signed up at and fill out a cancellation form or send it a letter to that location stating that you would like your membership cancelled.Thank you,PF Management

I called previous member and left a voicemail for him today because there was no answerI stated that when your Planet Fitness membership goes into "Return for Collections," it only goes in planet Fitness Collections and not real Collections that will affect his creditI also stated that because
his account is in Return for Collections, it is inactive and his billing has stoppedIf he does not want to pay off his overdue balance he does not have to, but that will cause him to be unable to open up a membership at any Planet Fitness from this point on if he is going to leave a remaining balance on his accountI left him a call back number to reach out to me if he wanted to speak about it or if he has any questions, the number is the Orange Planet Fitness location number, 714-716-2100. Thank You

Initial Business Response /* (1000, 8, 2015/05/19) */
Case# ***
Ms*** signed up for our Black Card membership on September 8th, 2013, after the month commitment passes the membership continues on a month to month basis until properly cancelled in accordance to the membership
agreement via certified mail or in person at the members home club locationWhen Ms*** came into the facility to pay her balance and properly cancel there was not a manager on duty Saturday, April 18th, to help assist with the accumulating membership dues and service feesWhen I returned to work on Monday and tried to contact Ms***, unfortunately the phone number we have on file was no longer in service and I was unable to reach herSince Ms*** visit on April 18th, her membership has been courtesy cancelled and is no longer a member of Planet Fitness Roseville, MN
***
General Manager
Planet Fitness #***
Roseville, MN
***

After speaking with *** *** over the phone today (July 28, 2016) we have resolved his complaint.Our memberships operate on an automatic withdrawal basis and every month the draft was being declined due to the billing information being a prepaid checking account which is invalidBoth staff
and member were unaware of this issue at the time and *** *** was making payments after the 17th of every month to balance the accountDue to the varying dates in receiving payment a service fee had been applied to of those payments as the money was received after our grace periodOn the April payment that *** *** made, it was applied to existing service fees rather than to the membership dues, and staff failed to inform him or make this clear. days later on 4/our system collected the still outstanding balanceThis initiated a back and forth for the next few months of payments, waives, and drafts in attempts to balance *** ***'s account and set up for proper billing in the future.After speaking with *** *** and reviewing every payment and line we have to date received $There has been a total of $in service fees waived on fileWith service fees aside, this results in an over payment of $($- $178.93) to his membership duesWe agreed that this was close enough to cover the next months (August and September ($39.98), with the next payment due on Oct 17th, 2016 for $*** *** agreed to update all of his billing information prior to the Oct 17th draft with a non-prepaid checking account and fresh CC information to ensure proper drafts going forwardI have removed all of his previous billing information to avoid any other potential issues between now and Oct.*** *** was very receptive to my call and we ended on a good noteWe look forward to continuing to provide our services to him for years to come

In reference to complaint ID ***
signed up with us for the black card membership, that membership has more perks than just our $monthly plan*** agreed to all the terms of the agreement at the time of sign upPlanet Fitness is a gym, we are not a tanning salon, yes we do have tanning beds at our facility which is one of the perks of the BCM membership but the main focus of our business is a gym, BCM members get access to the entire gym and the perks include, free guest privileges, free access to all of our locations nationwide, 1/off water and Gatorade cooler drinks, free use of hydro massage beds and massage chairs, free tanning and unlimited fitness training with a certified fitness instructorAs you can see the tanning end of this contract is a very minimum part of the membershipI understand *** is upset she can not utilize our tanning beds but she signed our contract which states in there you must be or older to use the tanning facilities*** can use everything else that is included on her membershipThe BCM membership is a month program which she was aware of at time of sign up, to cancel before her year is up a $buy out fee is requiredThat fee can not be waivedIf *** stays with us for the rest of her year contract than she may cancel free of charge, This was all stated and signed off on at the time of sign upIf you have any questions please don't hesitate to ask

Hi *** It was nice speaking with you todayPer both members contract that they signed, our monthly fees continue after the year agreement is fulfilled until they either come into our club to sign a cancellation form or send a certified letter stating they wish to cancel their membership
With that being said, I cancelled XXXXXXX XXXXXX membership as of today as a courtesyI also waived the fees for *** ***, but she will have to stop back into the club to rewrite her membership and cancel due to the fact that we cannot cancel a membership that is not in good standingI have waived those fees though, so she will need to stop into our facility with her billing information so I can rewrite the membership, then we can cancel it for herThere will be no refunds issued to either member due to the fact that they signed an agreement stating that they would continue to pay dues pending a cancellation in club or per certified letterI feel that we have done the right thing by helping out both members in this cancellation process to help put this behind both of usPlease let me know if you have any other questionsThank you, Justin H***General Manager | Penn Hills *** *** *** ***
*** *** *** *** *** ** ***

I went into the center in May, and asked my membership be canceled I was told they do not prorate so it would be done June 18th On August 18th I noticed I was charged again and mailed a letter again asking my membership be canceled
My membership is STILL not canceled