ComplaintsforPlanet Fitness

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Title: Unauthorized Charges and Refusal to Refund $71.64 Body:On April 12, 2024, I mistakenly signed up for a Planet Fitness membership at the *************** location in ********* via their app, despite living in ***********. I immediately called to correct this error and was assured the membership would be cancelled and charges refunded.However, I discovered I've been charged twice monthly since April - once for my intended Eagle River membership and once for the unauthorized Northern Lights membership. On June 6, 2024, I spoke with ******, the ** at Northern Lights Planet Fitness. While she cancelled the erroneous membership, she refused to refund the unauthorized charges totaling $71.64.Key points:I was erroneously charged $71.64 over 4 months for a membership I never used and had requested to cancel.I did not visit the Northern Lights location a single time during this period.The initial Planet Fitness representative in April promised cancellation and a refund, which did not occur.I have documentation of the double charges and a recorded transcript of my June 6th call with ******.Planet Fitness failed to honor their initial promise of cancellation and refund.I am seeking a full refund of $71.64 for all unauthorized charges from the Northern Lights location.

  Business response

  07/09/2024

  Good afternoon

  After reviewing this members profile, there is not record of any converstaion prior to ******.  I will refund the annual fee due to the call shortly after the annual draft as a courtesy.  This will take 7-10 business days to get back into the account on file.  Membership is now canceled attached is the cancelation form.

  Thank you

  Customer response

  07/09/2024

   
  Complaint: 21947811
  
  I am rejecting this response because: I do have a record of the call made on April 12, please see screenshot. In this call I was promised that 1. I would not receive any charge and any charges would be refunded. 2. I would receive no charges going forward. 
  
  Sincerely,
  
  *************************

  Business response

  07/11/2024

  Good afternoon

  The transcript included is from your call on 6-6-2024 doesn't state anything about the cancellation just that the membership was created in April.  

  Thank you

  Customer response

  07/11/2024

   
  Complaint: 21947811
  
  I am rejecting this response because: When I called in April, of which I have provided evidence that I made a call to Planet fitness then, the representative assured me 
  

  1. My membership would be cancelled, and I had no further actions to take
  2. I would not be charged for anything, and that any charges would be reversed. 
  
  This was before I was charged anything. I don't have a transcript of this call, and took the employees words at face value. Fast forward a couple of months, and I have been charged $71.64. If you look at my account, I have not visited the location once. I have, however been going in ***********. If you read my earlier correlation, you would realise that I cancelled, or attempted to cancel this locations membership, as when I was signing up from the app, it signed me up to the location I was closest too at the time. I signed up erroneously on Apr 12 and called in on April 12. 
  
  I would appreciate if you would honor the company's spokesperson's word  at the time, and reverse the damages caused. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I'm in the military and purchased a gym membership while spending a month here training. At the end of the month I cancelled my policy IN PERSON, as per their instructions. This was in June of 2021. They continue to charge me for the policy, however when I call back and try to remedy the situation they say they can't find my account information. I have been deployed the entire year of 2022 and was deployed for seven months this year to Africa. I have had two major medical procedures and have not had time to follow up. I have reached out to this company numerous times - I want my money back and to stop being charged for a policy that was clearly cancelled.

  Business response

  12/05/2023

  Morning

  I was not able to find the membership under ******************************  The reason the membership was not found by staff when he called in was due to the shortened name that member used to sign up with *** DQ.  I was able to find membership under his phone number.  If member came in person to cancel you would sign a digital pad and receive a cancelation letter via email.  I have cancelled the membership and I will as a courtesy refund 3 months and annual fee.  

  Thank you 

  Customer response

  12/05/2023

   
  Complaint: 20957837
  
  I am rejecting this response because: Three months is not sufficient back pay. This company has been charging me for two years and has ignored me until I had I reached out to the BBB. As I previously described; I have been deployed OUT OF THE COUNTRY almost the entire time since. Their policy is that I must cancel the account in person - which is what I did when I left ****** after that single month of training (June 2021).  The attachment is my bank account showing the charges of $258.00 USD. This isn't reflecting the full amount I should receive because my search query won't let me search further back. I sited the amount I should receive in the original complaint. Planet Fitness should be able to see that I have not utilized any of their facilities since then and I want to be returned the full amount of my money outside of what I owe them for that single month of gym usage.

  
  
  Sincerely,
  
  *************************************

  Business response

  12/08/2023

  This is a membership if used or not by member you still get billed as its a membership to a service until cancelled.  I have included the portion of agreement that states the two ways to cancel in person or via mail.  We always highly recommend certified mail so members has verification we received letter to cancel. 
  

   

  Per agreement:

  
  To cancel your monthly membership and stop the billing of the Monthly Membership Fee, the club must receive written notification from you delivered to the club by the 10th of the month either in person or preferably via mail to the club address listed above. Please note it may take up to seven (7) business days for any membership or billing changes to take effect. In order to cancel your membership prior to the billing of the Annual Membership Fee, the club requires written notice from you delivered as described above no later than the 25th of the month before such billing. The Annual Membership Fee is fully earned when received and is non-refundable. ell us why here...

  Customer response

  12/08/2023

   
  Complaint: 20957837
  
  I am rejecting this response because: I was told by every member of that gym that I had to cancel IN person. I have tried to call numerous times to not only that location, but to other entities within the organization at higher levels. Not once in two years was I told that certified mail was an option to cancel. The very few times I was able to contact someone I was told I could only cancel by "In person at the gym I signed up at."  This is really simple: I cancelled my policy in person. The Planet Fitness continued to charge me. I was deployed out of the country since that time and have tried to remedy this situation abroad when I had time available. I have been blatantly ignored by this organization until reaching out to the BBB. I want the full amount returned to me that this organization has continued to charge me in complete error.  
  
  Sincerely,
  
  *************************************

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Cancellation of membership and continued charges against my bank account for a gym membership that has been frozen due to my local gym being indefinitely shut down.

  Business response

  10/16/2023

  Good morning

  
  I am so sorry for the delay, for some reason my response did not submit.  

  
  After reviewing the members profile.  *****'s account  was yes frozen per his request from August through October.  We do a 3 month freezes at a time and if you would like the  freeze to continue you just need to  let us know.  However with freezes the annual does not freeze, so the $39.12 did try to process on October 1st.  However member did stop payment so we did not get the annual fee.  So there will be no refund since we can not refund money we never received.  Members account is canceled and there will be no attempts for any type of future payment.  

  
  Yes the ******** location is closed.  We are in the process of securing another location to replace the ******** location.  This location will also be on the East side of town as well.  We will be email blasting all ******** members once we have secured said site.

  Thank you

  Customer response

  10/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****

• Initial Complaint

  09/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 2023 set up an account on line with ********************** went in the northern lights location to be told I am banned for life , and I wont get a return of the funds I had paid up front ! While getting undressed in the ladies room i was approached told to leave no reason and feeling bullied I left half dressed embarrassed afraid and confused due to myself being a loyal customer since 2015 under another name due to domestic violence I had a legal name change ! I was not given any documents of the accusations when managemt called me to tell me shell never change her mind and I had numerous violations of the policies , and due to my membership being before her employment I cant figure out why and how she had the authority and audacity to treat a consumer with such bullying tactics !

  Business response

  09/14/2023

  Good afternoon

  Over the years of having Aryanna as a member we have had many issues.  Everything from billing, payment issues, balances & abrasive behavior with staff and other members.  We did talk with and let Aryanna know due to all this we would not be continuing the membership, it is not a good fit.  We will not tolerate having our staff yelled at or cussed out for any reason.  We currently have two cancelled memberships under her name and both have balance on them.  One from 2020 with a balance of $89.24 and the most current one with the first payment of $25.05 not clearing.  She did pay a start up/prorate of $3.45 we will gladly return.  This will take **** business days to go back to the account on file. 

  Thank you 

  Customer response

  09/20/2023

  Instead of unprofessional undocumented hearsay ! I am requesting for dates/times  amd individuals /employees or anyone credible who witnessed anyone of the false allegations ! An incident accured where I was told to shut up by an employee which had an altercation with an African American male about mask requirements in which I was recording the incident ! Which brings me to the point that this is a case of retaliation not proffessionism! The federal felons which are employed at ********* facility charges are of financial crimes / which has me worried about customers account and falsifying documents to cover up internal and financial crimes / which immediately needs to be investigated by the proper authorities !

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The Planet Fitness club I was using closed suddenly about 5 months ago saying it would be open indefinitely, but has not reopened. I reached out many times about freezing my account. It eventually was frozen, but became active again two months ago- I did not request this or contact them about unfreezing. They have taken two months fees out of my account. I have reached out many times again about this with no response. At this point all I would like is my money back and to have account deleted. I am including images of the charges taken out of my account, an over view of the amount of times I've contacted them and an example of the body of the emails.

  Business response

  08/03/2023

  Good afternoon

  ********************* is closed due to roof collapse in space next to ours.  Due to this we are closed till we find a new space. We sent out email notifications right away to all ******** members letting them know they can utilize any of our other locations no matter membership types..  We also changed the voice mail for the ******** location letting members know to call any of the other locations ****** or Northern Lights for membership assistance.   We did received 2 request via member survey to freeze account.  We did a month freeze and tried reaching out to member multiple times via her phone number that did not work.  We do short freezes and members are required to reach out if they would like to extend, since members do have access to the other locations in *********.  I have cancelled the members profile & will refund 2 months.

  Thank you 

  Customer response

  08/11/2023

  The business refunded my money and cancelled my membership. It has been resolved. 

   

  Thank you very much!

• Initial Complaint

  07/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Everyone knows its very difficult to cancel this membership and I have multiple memberships with this business. One location closed and they automatically transferred you to another location without giving you the option to simply cancel your membership. I called and emailed and waited to hear back but have heard radio silence when trying to cancel, they continue to try to take your money even when you express multiple times you want to cancel. I would advise anyone and everyone to not even join a ************* to avoid these types of problems.

  Business response

  07/26/2023

  Good morning

  Per the agreement you signed the two ways to cancel are in your home club or via certified mail.  The reason we say certified is so you get confirmation we received the cancellation, since we will have to sign for the letter.  Currently ******** is closed due to roof collapse in space next door.  When this happened we sent out email notifications to all ******** members and let them know they could use any of our other clubs.  We also will except cancels for ******** at any of the other locations as well.  

  Member has had a previous account signed up 10-08-2019 and then cancelled 12-20-2020 with no issue. Then member resigned up 7-9-2021 and now has a outstanding balance of $198.36.  There is not documentation of any attempt to contact us.  We do not accept any type of email cancelation, but if we did receive a email request we would reach out to the member and let them know the two ways to cancel.  

  I will go ahead and get membership cancelled and the balance will remain on the account.  If member would like to work out a payment plan she can reach out to one of the clubs and leave a message for the ******** manager to return her call.

   

  Thank you

• Initial Complaint

  10/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This situation could have been easily resolved if PF had just responded to me, however after 4 attempts to reach customer service, they have still refused to respond, or even acknowledge my attempts to reach them. So- we'll go this route evidently. My wife & I only use the gym for showers, as we live in a dry cabin, as many residents here do. We pay for the black card membership, so that when family comes to visit, they can shower also. I don5 even know where to begin with the management problems of our location here, as well as the company's customer service problems of ignoring it's members. 1- they shut the showers down for about a month this summer because of some plumbing problems. No big deal, except for the fact that we only visit the facility for the showers. Yet we cannot reach anyone for them to credit us our dues for that month & the major inconvenience it caused 2- the showers are constantly ina state of disrepair & nasty not maintained, etc.. yet no one cares evidently....

  Business response

  10/21/2021

  Good morning

   

  We did do prorates for many members for the 8 days of September that yes we had to close our showers down.  This was dues to a broken City water main.  We had to wait for the city to get the issue fixed before we could re open our showers.  I did not see a prorate done on his account, I do apologize for that getting missed some how.  I have prorated his upcoming November payment for him from 22.06 to 16.17 for the 8 days. I do not know his wife's name to get her November prorated as well.  If I could please get her name I can get it adjusted as well

   

  Thank you

   

  Customer response

  10/21/2021

  I do appreciate your reply.. It was however MUCH longer than only 8 days that the showers were closed. This, in conjunction with the constant hot water problems, constant state of disrepair & filthiness of the showers, and the complete lack of customer service.. This warrants much more than a silly 8 days of prorating. I have never dealt with a company that is less attentive or cares about it's customers less than PF. If you actually care about your customers, you would have a very simple, achievable route in which to contact management, so this 3rd party song & dance doesn't have to happen.. you would be generous with account credits for such major inconveniences.. that would show at least a little value for your customers, because the way things are around there- it's obvous that you do not care.
  My wife's bame is *****.
  Both her & I would appreciate a full month credited, as well as seeing attentive staff that actually care about doing their job with maintaining cleanliness in the showers & management that actually manages & provides customer service. Thank you.

  Business response

  10/26/2021

  Good afternoon

   

  I have zeroed out both there November payment in lieu of refund for September.

  Customer response

  10/28/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

  Customer response

  01/04/2023

  My wife & I have both reached out to the local 'management' to try to resolve this issue. This issue happens every year it seems like, yet no solution is ever found evidently. We only attend PF for the showers. We pay full membership dues like anyone who uses all the equipment. The showers are constantly FILTHY, as well as constantly NOT WORKING! They have been in disrepair for MONTHS. 'Management' as well as the rest of the staff is completely useless, not sure where their brains have gone. They do nothing, they know nothing. This is a waste of our money and our time.

  Corporate contact, new management, refund of dues

  Business response

  01/12/2023

  Good morning
  
  We are working on the shower issues and are in the middle of getting them back open in the quickest possible way.  There is still a working shower for the members in each locker room that need to shower.  We are hoping to have them all fixed as soon as we can.  This has never been an ignored issue as we are always on top of issues and do our best to get everything fixed in a timely matter.  Due to unforeseen circumstances some things are out of our control.  All repairs have been approved and are in motion for repair and to prevent more issue in the future.  I have zeroed out this months invoice for *********************  If I could please get his wife's name I will take a look at her account as well.  
  
  Thank you

  Customer response

  01/13/2023

  Complaint: 18677651
  
  I am rejecting this response because:
  
  The showers have been out service for quite a few months actually - not just this month. The one shower is far less than adequate for the amount of people that use the facility, there is usually always a line to wait in for an unforseen amount of time, or people cursing at you to hurry up if you're the one in the shower. I didn't think PF condoned this sort of thing? I am actually a contractor, so I know how these mechanical things are.. and there is absolutely zero excuse for the current situation, and for it to have been going on as long as it has, and how repeated the problem is with 'broken' showers, or not adequate hot water, etc.. my wife's name is *****. Again, one month is nowhere near adequate to be compensated for. Don't give people bs, give truth & put yourself in their shoes.
  
  Sincerely,
  
  ***************************

  Business response

  01/20/2023

  Good morning

   

  I have gave ***** and ***** both 2 months credit, since this has been an issue since early December for women's, January for men's.  The shower issues have been getting worked on the last couple weeks and we are hopeful to have them back open soon.  Each locker room does have one working shower.  So there may be wait times till all repairs are completed.

   

  Thank you

  Customer response

  01/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩