Complaints

• Initial Complaint

  08/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed my daughter *************************** up for a planet fitness membership. They informed us that there was a Mount Clemens Michigan planet fitness membership that had a outstanding balance. We contacted Mount Clemens explain to them that my daughter ***** in July 2021 opened up a planet fitness account but had a serious injury which put her on disability for nine months she called them and close the account out they continue to a crew charges monthly and now are telling us we have $105 in charges that must be paid they are sending to collection. We informed them that ***** and I canceled this account by phone. She had a serious hand injury her hand was blowing up by a acne wand . She had emergency hand surgery we had pursued a legal lawsuit that we have one since then and she was not able to do any workouts or any stress to her hand or arm. We informed planet fitness of the situation they said that they were canceling our account out and as we notified them they said they do not have anything electronically online that we canceled we were not informed that we needed to cancel online. We explain this to them over and over they continue to tell us we have to pay this fee and we do not. I have medical records and surgical records and legal lawsuit records showing that my daughter was on disability and unable to attend their gym during that time period. We want reimbursement for the $85 at the planet fitness in Mount Clemens Michigan for two monthly fee charges and the yearly fee charge of $39 which totals $85. They said they waive the late fee charges the original balance was $105. We are disgusted and just overwhelmed with that this company and how they are so unorganized we need someone's assistance to get this corrected. They are charging the consumer for fees that we did not owe. ***** is now attending a PLANET FITNESS in Chesterfield and Shelby ******** Michigan they have brought it to our attention that these Mount Clemens fees are still owed. No one corrected.

  Business response

  08/04/2022

  Good afternoon,

  *************************** originally called the Planet Fitness Chesterfield location to pay off an overdue balance on her daughters active membership. Whilst the Chesterfield employee was searching for her account they discovered that ******* daughter, *****, had a second account with an overdue balance on it. That total balance was $105. Chesterfield directed ***** to speak to us about the balance as the account was created at our location and we would be able to assist her further. When I first answered ******* phone call she claimed that ***** never opened a membership at our location and we were stealing her money without her authorization, either that or someone hacked her account. I took 45 minutes to explain everything I could see in our system. I pulled up the original agreement on the account that was saved in our system, based on what I could see on the agreement I was able to confirm that ***** signed up online. The agreement had all of her personal information, phone number, email, birth date, and her e-signature. ***** continued to insist that her daughter did not open the account ever. On the account I could also see that ***** DID have her photo on file. Which means she had to have come into the club to take her photo. Alongside that, I reviewed her check in history. I was able to see she had checked in twice after creating the membership, and she utilized our amenities in the club. After presenting ***** with this information she was still in denial that the account would have been created and that her daughter would not lie to her. The call then came to a close. She called back about 6 hours later. When I answered the call she had changed her story and now claimed that her daughter called and cancelled a long time ago. I informed her if that was the case there would be a cancellation document on file. Which upon viewing, there was not. Based off of everything we have saved in our database, the only conclusion I could draw was the account was created, forgotten about, and it accumulated a balance over time. ***** was not happy with the answers I provided. I explained to her unfortunately per our agreement you would have had to call the club to cancel the membership as all of our memberships are open ended. Meaning, we will continue to **** until cancelled or the account becomes automatically inactive due to repetitive failed attempts to pull funds from the billing on file. Once the account is cancelled a cancellation document is saved to our systems and a copy is sent to the members email on file. Eventually, ***** and I came to an agreement. I asked if she could provide a doctors note of the date of her daughters incident I would be willing to waive all of the fees past her incident date. ***** provided me with the requested documentation and I immediately waived all the fees past the date of the incident. Holly's profile is now all good standing and there are no overdue balances as ***** has paid off any remaining balance.

  Thank you,

  ******************* (GM of PF Mt. Clemens)

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