Planet Fitness

Good afternoon,        We have resolved this issue with our member. In fact she has rejoined planet fitness has of December 20th 2015.  We are happy to have her back.John

I was no told I needed to have it send reg. mail.  I did drop off at your location in Oak Lawn a number of times too how do I prove that . I just want my money back I did was I was told by he people that did work there.
 
Mrs. [redacted]
ComIplaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

[redacted],
Hello my name is [redacted] and I am the manager at the Planet Fitness Elyria location. I received the complaint from [redacted] and would like to give you our response to the situation. I was actually the one who signed [redacted] up and he informed me that his wife was a member here and that he had been here before, therefore he was not given a tour. He had come in for a membership before but did not want to do the membership through a checking account. When we go over the membership we explain that the special for the $99 plus tax is a paid in full option and is non - refundable. [redacted] agreed and said he was waiting for the cash term. On the contract we cross out the whole checking account part because it is a cash option and is paid in full. [redacted] then called and discussed the situation with me and I told him the exact thing that we went over and he was very rude to me. After about 3 or 4 times of asking him to please calm down he continued with screaming and yelling. [redacted] then came into the gym with a cancel letter saying he wanted all of his money back and wanted to cancel. The staff explained to him that he paid in full and was non-refundable. He then proceeded to interrupt my staff while signing up members and tell future clients that they should not sign up. After multiple times of trying to talk with him and explain the situation, he kept on telling people that were coming into the gym that they should not be members and that they should not sign up. His wife literally dragged him out of the gym before we told him the cops would be called. While outside [redacted] then went on telling people that were coming in that they should leave and Planet Fitness was a terrible place. If you have any further questions you can contact me through email or you can reach me at the gym at 440 324 1324. Thank you for your time.
[redacted]
Planet Fitness Elyria-Manager
1553 West River Road
Elyria, OH 44035
Tel-(440)-324-1324
Fax-(440)-324-1330

[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Hi there,   I wanted to respond on behalf of Planet Fitness in Hillsboro, OR, to a letter we received. The letter was regarding [redacted] and [redacted] who got charged $39 and $29 respectively on June 1st for their annual membership fees.    It's very straightforward: our policy on...

cancelling is that you simply need to cancel by the 25th of the month prior in order to not be charged the annual fee.  If you come in on the 26th or later (or after it has already drafted), the annual membership fee is fully collected and non-refundable. The annual fee is not based on usage, nor are our membership charges. We allow for a very straightforward and simple cancellation process - we simply need the signatures by the appropriate dates.    We did not receive [redacted]'s or her husband's request to cancel until June 3rd, and therefore are unable to refund the annual fees. I have attached a copy of her agreement for reference, with boxes around the key points regarding cancellations.   Thank you.*Please view attached document.

From: Brandon E[redacted]<[redacted]>Date: Mon, Nov 28, 2016 at 4:36 PMSubject: [redacted] Revdex.com responseTo: [redacted]Hey [redacted],Attached are the two responses to [redacted]’s complaint. Let me know if there is anything else you need from me! I hope you...

have a great night! Brandon E[redacted]General ManagerPlanet Fitness Phoenixville###-###-####

I went over a year ago and filled out cancel form, My wife and I had cancelled our memberships, still charging us fees for the year and per month
My wife and I went and cancelled our membership over a year ago, might even be 2 years now, I have emailed numerous times about it since then, they keep charging yearly fees and monthly fees to both of us, 20.00 per month, 12 months per year, 440.00 for a year. I told them last time if they kept charging me they would be doing so fraudulently, they continue to charge us. I want it to stop and I want my money back from a year ago, they had no right taking it from my bank account. They can look up my account, I haven't been there in years but they refuse to stop charging me. THIS NEEDS TO STOP IMMEDIATELY.

[redacted],Thank you for sending this our way and giving us an opportunity to correct. After talking with the member today and getting a better understanding of the details of their specific situation, we were able to make accommodations to meet the members requests and have apologized for any...

inconvenience that this may have caused. Please let me know if there are any additional details you may need and please feel free to contact the member to get their take of the measures we have taken.Thank you[redacted]

Complaint: [redacted]
I am rejecting this response because:  DON
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:   Changes were not able to be made online.  This was the problem from the start.   The General Manager NEVER responded to the emails nor phone calls.   How is this acceptable?  Also, since the person responding to this Revdex.com complaint CANCELLED my membership AFTER I made a complaint.  This could have been done to begin with.    Instead, this business did nothing.    It seems they still want to do nothing.    Fact is, I did my part to resolve the situation, Planet Fitness-Oak Lawn did not. Every response has been nothing but an excuse as to why they did nothing.   
Sincerely,
[redacted]

I received a letter about a complaint on my business and was referred to this website to answer the complaint. However I have not been able to figure out just where on the site to do that so I am attempting it here. The Complaint number is [redacted] I have read over the complaint and what I found is...

this... The member has a signed agreement in which the terms state that he has a payment of $10 come out of his checking account on the 17th of each month and if he wants to cancel and does that in person or by certified mail no later than the 10th of that month then he will not be charged. He also has an annual membership fee of $29 on October 1st each year that will be charged to his checking account unless he cancels in person or by certified mail no later than September 25th. Our billing file is extracted by a billing company [redacted] the following day and once that happens, we are unable to cancel the member in the club in time to stop that next billing cycle. The terms of the agreement also specifically state that we cannot accept cancellations by phone, fax or email. We have to have an compromised signature. That is why my staff told him that they couldn't cancel him over the phone. This man called on the phone and my staff told him exactly what they were suppose to tell him. He didn't ask for a refund then and he didn't ask to speak to a manager or call back to talk to a manager and still at this point, has not cancelled his membership and will be billed on October 17th. I knew nothing about this until I got your letter. He was one of many people who called about their annual fee but he didn't ask for help from me. I would have definitely tried to help him. I will try to contact the member and see what we can resolve and I would have worked to resolve it with him when he called if he had requested to talk to me. Presently since he hasn't even cancelled the membership yet, I cannot even propose that we refund him because he is still a member and all members pay that fee. Please let me know if I need to submit this some place else or if here was the right place. Thank you, [redacted]

Revdex.com:
I have reviewed the response made by the business in...

reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I do not agree to pay $400 for a membership that I have not used and requested to be closed over a year ago. They also continue to charge me $20 per month for this membership I want it closed and backdated to January 2014 when I Notified the gym of my cancellation. I will pay any charges up until that month.
Regards,
[redacted]

Revdex.com:
At this time, I have not been contacted by Planet Fitness regarding complaint ID 11448366.
Regards,
[redacted]

Good afternoon, I have reviewed the account for the both members. It appears that the husbands account is being drafted on the same day as the wife's account but the card is either being declined for NAF or various reasons. Due to security reasons, I am only allowed to see the last four of the...

card number and it appears that both accounts have the same last four numbers.  My suggestion would be to have the club double check the entire account number on the husbands account when you are in the facility next. I apologize that I can not check that for you, it is just a security feature in place to keep that information private.  We apologize for any inconvenience this might have caused. If you have any question, please feel free to reach out to us directly and we will be happy to assist you.  Thank you,  Christine [redacted]

Complaint ID #: [redacted]   Dear Ms. [redacted], We make every effort to be transparent with our customers around our membership rates and cancellation policies.  Our employees make it a point to circle and/or highlight the methods of cancellation 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.  We charge an Annual Membership Fee that is fully earned when received and is non-refundable. 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.   Sincerely, Planet Fitness Connecticut Management

After looking into the account, we do not have any documentation of cancellation. Attached is a copy of the agreement. As highlighted, to cancel the membership, the member must provide written documentation on or by the 10th of the month delivered to the club in person or postmarked certified...

letter. If the member comes into club, we have member sign a cancellation form which member would receive a copy. Any documents we receive or have members sign, we scan and store on member's profile. We apologize for any inconvenience.Daniel W.Planet Fitness CM2060 Crown Plaza DrColumbus, OH 43235[redacted]

Planet fitness stands by its statement that at no time was there a request for a refund until well after the 3 business days. All paperwork and email chains even though internal to us is still accurate and indisputable. We have mailed many refund checks because of the 3 day policy and this is just not accurate information being given by the complaintant.

[redacted] signed up with Planet Fitness online on November 02, 2016. Per agreement (attached), it states that her annual fee will be taken out on February 01, 2017 for the price of $39. But if you look at her Billing history (attached) the invoice for her annual fee was at 0.00 meaning that we...

did not draft any money from her account February 1st.  When looking into [redacted]'s previous club history (attached), it actually shows that we have only received one monthly payment from her on 2/21/2017 of $21.55 for her January dues. Looking at her club account (attached), she has a balance of $63.48 from her February dues and annual fee.  In addition to this account, [redacted] has had two previous memberships with us that were both "Return for collections" account meaning they were cancelled in our system due to balances. We never received any payments for either of those two accounts. Due to the annual fee not being withdrawn from her account, we will not be refunding the annual fee back into her account.

We transferred a complaint to you yesterday. The consumer emailed us indicating that the case has been resolved with the business. I’ve forwarded their response!Sorry for any confusion!  Thanks, [redacted], Trade Practice Specialist Revdex.com Serving New Hampshire

As per Planet Fitness Policy, the member signed and agreed to the terms that come with their individual Black Club Membership (see attached), these terms have been underlined and highlighted to note key points of this agreement. On or around the 17th of each month, Planet Fitness will deduct...

$19.99 for her monthly membership dues, and there will also be an annual fee of $39 billed each year on or around the first of June. The member signed up for the Black Card Membership on January 15, 2014. This membership is a 12 month minimum term, if the member wishes to cancel within their first 12 months a $58 buyout fee is required with the cancellation. Per the terms highlighted on the agreement, in order to cancel the monthly membership and stop the billing of the monthly membership on the 17th of each month, the club requires written notification by the 10th of the month delivered to the club in person or via certified mail. When a letter is certified, the member will receive notification from the post office upon delivery to the club. Also, as stated above and on the attached agreement, there is a buyout fee of $58 required with the cancellation notice if wished to be completed during the first 12 months of the join date. The member’s 12 month commitment date has ended on January 15, 2015; therefore, no buyout fee of $58.00 is required. Without proper cancellation procedures followed by the member, the membership will remain active. A $10 service fee will also be applied for each month the Monthly Membership Fee or Annual Membership Fee is returned uncollectable for reasons including, but not limited to, non-sufficient funds, expired credit cards, cancelled credit cards, overdrafts and closed accounts.We have gone ahead and cancelled the membership as a courtesy to the member. There will be no refunds given. We keep detailed records of all cancellations. We also provide a carbon copy to the member as well. In this case, we do not show record of the cancellation form. Therefore, we cannot process a refund request.
The member’s agreement is attached as well.
If the member has any questions, they can contact the gym at 765-642-4000.
Thank You,
Planet Fitness Anderson- Indiana