Planet Fitness

I used to go to Planet Fitness located on Gun Highway in Tampa for many yearsIn the last three years I moved to Land O Lakes but I decided to keep
my membership on the same place even though it was not close to my houseIn September 2017, I decided to visit the local to cancel my membership (they just do in person)Unbeknownst to me, when I arrived to the location, I was informed that Planet Fitness on that location no longer exist I was informed that the new location was on Water Avenue which is very far away from my houseI asked if they had informed the member that the address had changedThey informed me that they sent communication by mail, Facebook, etcNeedless to say I have never received any communication from them, either by mail, email of phone callsI don't have Facebook so it would be impossible for me to received any communication through itI asked the manager from the new location that I was never advised of the new address and she said that unfortunately

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
The entire response from the rep @PF states the only way to terminate your membership with PF is to complete their paperworkyet I haven’t been charged since I spoke to him on the phone and did nothing any differently with him than I did originally ....a verbal termination of my membership I can assure you there was no communication in regard to the charging of the full year in the months of August and October It’s unfortunate that the basic act of customer service is so lacking in this company that boasts an image of individual respect and self empowerment I realize this is one isolated franchise and sadly reflects the entire company
Regards,
*** ***

I began trying to cancel back in August of last year but they still continue to bill meWhen I tried to use the membership, they say I owe money
In August 2016, I fell ill (I have Lupus)Since I was unable to walk, I didn't need a gym membershipI cancelled by going there with a letterThey said I had to pay a termination fee and I said that was fineThe billing stopped immediatelyIt began again in September so I sent another letter to cancelThey have been billing $monthly sinceContract ended in January, but they still billI sent a friend to the club, with a letter, had him video the interaction for proof and they still say there's nothing on fileI am now in Colorado and back in good health and am near a club so I decided that since I can't cancel, I'll just use it againI can't do that either! They say I have a past due balance from August, when I canceledThis is straight up fraud and I want the billing to stop now

[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,
*** ***

Who did you speak with and why were you refused? Planet Fitness Norwood

We have reviewed Ms*** complaint and have submitted a refund for $It is our hope that Ms*** is satisfied with this solutionTell us why here

We have reviewed the information in your complaint. Planet Fitness does not take any complaint lightly. We have agreed to your desired settlement Per your request, your
account has been cancelled and your buyout fee has been waived Furthermore, we have waived all balances on your account. We hope that this resolves your complaint, and that you have a great afternoon!Sincerely,
*** ***Director of Operations - Planet Fitness

***See Attached***

[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 reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***

The complaint we received was in regard to the double billing of one of our members, *** ***We had *** *** do a full search of the system for *** account number to discover that it was not only linked with her account, but another member's as well, We immediately removed Jamie's
billing information from the wrong account and contacted that person to notify thern that we needed updated billing information and that the account would be cancelled until we received that information. We then went through *** provided bank statements and her A/R history in our system to figure out exactly how much was owed to herAfter thoroughly going through everything and triple checking our calculations, we came to the conclusion that we owed *** *** $417,90, This was derived from the following charges.- months of double billing for $($299.85) - month of double billing for $20,($20.05) -annual sees of $a piece ($78,00) - service sees (according to bank statement) of $a piece ($20.00)Our local corporate office cut a check for the amount of $and it is being delivered to *** home gym (Planet Fitness ***) early the week of June 15"*** has since been notified that she will be refunded in full and that she can pick the check up the week of June 15"The manager of the club will give her a call as soon as the check arrives,If you require any additional information, please give us a call at ###-###-####Thank you,
Dan Z***

Planet fitness is the worse gym in the cityTheir staff is unethical, unprofessionalTheir facilities are way too full of people where you are not free to use the area as you pleasePeople are always waiting on you to grab the weightsI brought a gallon of water with me and I was told that was a problem because I even scanned my idThe staff member acted rude while delivering the information making me feel not wanted there as a customer

I joined Planet fitness for a quarter promotion...I paid extra for them to prorate me for the remainder see of the month of November or so I thoughtI was told nothing about monies be g deducted out of my account in November...all I knew us that I owed for the month if December and I would pay an additional in JanuaryI was never given copies of a contract nor was I explained all if the termsAll I left with wad a Planet Fitness tag and the understanding of the in January that he repeated over and over.when I calledthe young man said hello...and I guess you are calling about us taking money out of your account.....before I could ever get it out of my mouthHe talked over me many times...leaving me no opportunity to speakHe told me he did not care what I did about my membership....the terms were the terms

HelloIn response to *** *** the employee that she is talking about (***e) made a note on this members account explaining that *** *** called on 9/16/at 3:03pm *** *** told the employee (***e) who has been with the company for over a year, that she wanted to cancel
***e told her that if she wanted to cancel that her membership expires on 9/28/16, any time before that it would be a buyout fee, per her agreement*** ***s, agreement started on 9/28/and she is out of her one year commitment on 9/28/16, after that the membership goes month to month until the member cancels within the accordance of the agreementThis is stated in the agreement as well*** *** did make a statement to the employee ***e that “no one ever reads those things” referring to the information contained in the agreementWe are very happy to help *** *** with a refund of Octobers membership dues, plus we have cancelled her already and we have sent a refund request as of today 10/25/for October billing of Refunds will return in her account in 7-business days. I have tried to upload a copy of *** ***s agreement, but the system keeps giving a errorPlease let me know how I can send a copy to the Revdex.com for reference. Thank you. *** ***

Ms***, signed up for a membership with Planet Fitness on 02/08/She signed up for a Black Card Membership, which is $per month (plus tax) with a month minimum termShe signed in person and according to the agreement, has authorized Planet
Fitness to bill her account or credit card for her monthly duesYour account will be billed on or around the 17th of each month for the amount of $(plus tax)As seen on account holders check in history, she has been checked in multiple times during the duration of her membership. Members of Planet Fitness do have an option to freeze their accounts due to medical reasons. All we ask of the members is to provide a doctor’s note so that we can scan into the members profile To date, we have not received any form of notice from her doctors so that we can freeze her accountIf Ms*** is able to provide a doctor’s note from during the time period of February and March, we will be more than happy to issue her a refund for that time. Feel free to contact me with any further questions
Regards,
James Cain
Planet Fitness Regional Manager
Austin, Pflugerville, Round Rock, Killeen, and Waco

Company continues to auto-draft from banking account after account is closed
I had joined their membership years agoOne location closed forcing me to transfer to anotherI then moved out of the area and transferred again the membershipOver the next year 1/I never used the membership again but was still getting billed monthlyI decided to go in and cancel per their agreementWhen I walked into the local location that I had transferred it to, They told me that my membership was cancelled months prior and showed no billingI told them that I was still being billed monthlyThey told me to contact the original location and askI did and they told me that my membership was transferred to another state miles away but showed it was cancelledNo resolution thereI then called my bank to stop payment from this accountI did receive a refund for the last monthsThe following month I get another monthly chargeI called my bank back to report fraudulent activity from thi

[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,
*** ***

Good Afternoon,I have once again thoroughly reviewed this case and stand by the determination made in my previous responseThe system indicates that Mrs*** did indeed update her primary billing information, but not her alternate billing info and only after Planet Fitness attempted to charge her previous primary accountThere is no indication that the card used for Mrs*** alternate billing was ever removed or changed. Planet Fitness was unable to deduct monthly dues of $and an annual fee of $39.00, from her primary accountThis in turn caused service fee's of $to be applied for each missed paymentA balance was then applied to Mrs*** membership, totaling $for the uncollected duesPlanet Fitness was then able to acquire those uncollected dues, using the card on file ending in ***Listed below is the account activity indicated in our systemsThere are different accounts listed on Mrs*** membership.(1) An account from TCF bank that was updated recently on 06/16/and applied as Mrs*** current Primary account.(2) A ** *** *** account that was updated on 05/28/and is currently inactive.(3) A *** *** Bank Account that was initially applied at the time of sign up on 4/17/2017, and is also inactive.(4) Finally, the disputed *** *** ending in *** applied as her secondary alternate billing option at the time of sign up and was never removed by Mrs*** or Planet Fitness.Once again, a refund is not warranted because Planet Fitness legally deducted uncollected dues that were owed from billing information that was willingly provided by Mrs*** at the time she signed our membership agreementAs a courtesy, Planet Fitness Oak Lawn will remove the card on file ending in ***, to avoid any future confusionI recommend that Mrs*** reach out to our club's General Manager, *** ***, for any further assistance regarding the update of billing information. Thank you for your time and have a wonderful day. Sincerely, *** ***Regional Manager, Planet Fitness

Good Evening this is *** the current manager of planet fitness lake elsinore this email is in regards to our member *** N *** she signed up for the no commitment $a month plan as of 5/08/she then upgraded into the Black card membership which was $a month the
black card membership does come with a month term and if a member wants to cancel with in the month term there would be a $buy out fee so even though she had began with the $no commitment plan upon her upgrading two days later she agreed to the new terms and conditions of the Black Card membershipPlease contact me if there are any further concerns or questions -- Thank You *** ***General Manager | Saber Fitness LLC

Mrs ***, Unfortunately we do not accept cancellations over the phone for the security and privacy of our membersWould you by chance have a copy of the cancellation form you signed when cancelling in the club? If you did not cancel inside our club, you can also send in a certified letter,
and if you did cancel that way if you could provide the day is was received by Planet Fitness we would be more than happy to help! Thank you! Planet Fitness

Thank you so much for reaching out. We understand your concerns and will explain the adequate steps to resolve your membershipYou signed up with the Black Card Membership on 1/18/2016. This requires monthly payments or an early cancellation fee of $plus tax. This would
make your month commitment date 1/18/2017. If you cancelled your membership in October, you would have been required to pay an early cancellation fee. We also require all members to sign a cancellation form upon requesting to cancel. Neither you nor Planet Fitness has record and/or receipt of an early cancellation fee nor cancellation form that has been paid or completed. You had mentioned that have moved and that your last visit to the location was in July but requested to cancel in October Cancellations are only processed in person or via certified mail. Furthermore, you had also mentioned that we have been drafting payments from billing information that you did not authorize. I have attached your original contract which has the same billing information and your authorized signature. Since you moved prior to resolving your balance, we are able to process the payments for you over the phone. You may easily call us at and we are more than happy to further assist youOnce the balance is brought current, you may send a certified letter to Denton Highway, Haltom City, TX Once the letter is received, we can cancel out the membership and this will stop any reoccurring drafts moving forwardThanks again for reaching out and have an awesome day!