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Hello!<br /> <br /> A few months back, I called the Crystal Lake, IL Planet Fitness to cancel my membership, since I no longer live in Illinois. I spoke to a young man who I believe was named Sam.<br /> <br /> The young man told me I had an annual membership that would simply expire/end after 3.27, and that I would no longer be charged beyond that point. Unfortunately, I made the mistake of not specifically documenting the young man's name, nor the date/time of the call, as I really didn't think I'd need to.<br /> <br /> However, near the end of April, I noticed I'd been charged $22.99 on 4.17, despite being told my membership would simply end after 3.27. I called the Crystal Lake Planet Fitness (either on 4.30 or 5.1) and spoke to a young gal, who said she'd leave a note for her manager to call me back.<br /> <br /> On 5.2 at 12:55 PM, the Crystal Lake PF General Manager Chuck called and left me a voicemail, indicating that he unfortunately could not refund the $22.99 monthly charge from 4.17. However, he also stated he couldn't refund a $39.00 annual charge from 5.1, with its cancellation cutoff being 4.25 (merely a handful of days before the charge posted).<br /> <br /> Prior to hearing that voicemail, I hadn't even realized I was charged an annual fee, so it felt like a double-punch to the gut (especially since I'd just missed the cancellation cutoff).<br /> <br /> I called Chuck back later that day to discuss the situation, explaining to him that I was specifically told my membership would end after 3.17, that I would not need to take any further action, and that my Planet Fitness account would not be charged again.<br /> <br /> Chuck was very polite and professional, explaining that I actually had a month-to-month membership, and that annual memberships are extremely rare. He also apologized on behalf of his associate and their misinformation. However, he maintained that there was nothing he could do, and that I would not be refunded for either charge, despite the misinformation.<br /> <br /> Adding insult to injury, had I known this was a month-to-month membership, I would have canceled it in the summer of 2021 before moving out of Illinois. Accordingly, I submitted monthly payments over the next year for something I didn't even use, adding extra sting to these last two charges.<br /> <br /> Believe it or not...I get it! Having worked in customer service for several years, I understand how challenging it can be.<br /> <br /> I received the misinformation from a young man (Sam?) who was likely new, nervous, and/or not sufficiently trained. Unfortunately, that's the new normal! Training has sadly become a luxury, which isn't fair to anyone involved. Frankly, I've been in that young man's shoes a time or two.<br /> <br /> Also, I can understand where Chuck is coming from. After all, it's not his fault that one of his associates gave me misinformation. As the General Manager of that facility, I get that he can't simply hand out refunds anytime anyone claims to have been misled.<br /> <br /> Also, with Planet Fitness' fees being reasonable in general, I'm guessing the management is instructed to refrain from issuing refunds altogether.<br /> <br /> I understand the dilemma and, having worked in customer service, I'd never become the customer who gets upset, starts making demands, etc. However, despite my understanding, I was surprised that Chuck didn't offer any type of refund in accordance with the misinformation.<br /> <br /> Accordingly, I feel I must continue to present my case while respectfully requesting a refund.<br /> <br /> Please consider my formal request for a $61.99 refund, covering $22.99 from 4.17 and $39.00 from 5.1.<br /> <br /> Please let me know of any questions.?<br /> <br /> Thank you!<br /> Jeff


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