ComplaintsforPlanet fitness

• Initial Complaint

  04/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Requested a membership cancellation in person in September 2023 and was told it would be active until October. They have continually charged my debit card until a block was put on the account. After that they began charging random amounts to a credit card that'd been used to purchase a drink from the front desk.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Planet fitness seems to have an issue with cancellations. You cannot cancel online. You must physically go in and when we did physically go in the planet fitness team seem to have an issue about is canceling and refunding his membership fees that had not been used in over two years. I tried reasonably working this out with them and this turned into a hot mess where I was threatened, and I had to call the police on the person there. The same person also refused to call the general manager, and I had to work with some other folks who ended up coming in to get the manager on the phone. They told me that a refund is not allowed because you just dont come to the gym and I told them that this is not just about not coming to the gym this is more so about them not getting in contact with their customers year over year on renewals. Nevertheless, I ended up speaking to a general manager who is no better who told me that she was going to look into the issue and call me back the following Monday and that never happened and then received an email asking about why we did stop payment and to update our billing information as if this wasnt enough to say, we do not want to deal with you anymore. We were then told again we need to deal with the local office. I refuse to deal with the local office. I refuse to hear from them. I want the cancellation done and I want the refund done and they seem to have an issue with canceling people as if they dont want to cancel people especially people who dont go to their gym they just want to collect the money and go about their business. I find this to be a moral and unprofessional business practice, and it needs to be known.

  Business response

  04/01/2024

  Every member has the option to cancel online, at their location or by mailing a letter with a signature to the location. All monthly dues and annual fees are non refundable and this is based on the terms set by the agreed to membership which is emailed to each member at the time the time the membership is created. The location has limitations due to this. 

• Initial Complaint

  03/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have high blood pressure I went into the gym to cancel my plan but they said I red to pay my balance. I only went to the gym 1 time since I could no longer work out they tried to take the money out of my bank account I dont agree with their business practices especially the allegations that have come out resentful I want to feel safe in a gym if I ever do decide to go back I want them to cancel the back pay they have been taken or trying to take out of my bank account for over a year and a half now I have not gone and I need my account to be zeroed out with me not owing because I could not go

  Customer response

  03/28/2024

  ***************************

• Initial Complaint

  05/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I moved from the Antelope Valley in March 2023 on and assumed that I could got into the Planet Fitness closest to my new location to cancel my membership. On March 25 I went in and I was told that I had to contact the location which I signed up. The desk person there gave me the number and I called. I was told the email address to write to in order to cancel. So I wrote to them explaining I wanted to cancel effective immediately. I got back a message saying that I had an outstanding balance of over 70 dollars & until that balance was paid they would continue to take auto payments for a service i couldn't use and let that amount increase. When ever the auto pay doesn't get the money for that month they just set it aside and will let you know to pay it next time you work out or when you want to cancel your membership. So i didn't know because i hadn't been in for a year that this was there. I just moved and Im looking for work. I sent an email explaining that I was not able to pay, that i want to cancel and that she no longer has permission to extract funds from that account at all. I never received a response. Even though my bank was told not to allow this they still got a charge through (which is being addressed through the bank) I want the account closed and this ridiculous past-due amount cleared. If I couldn't have used the service until being caught up you dont get the right to keep charging for services i cant use. The only reason they didnt have this happen sooner was i wasnt going in to use them. Great you have many many months of being paid for doing nothing. So clear that past due. I have a feeling that i am going to hear they never got that email. Well they knew my intention to cancel before and they decided to hold that ability for ******. I want the charges refunded either through my bank or by check. I also want an apology for acting in a way that *** be legal but is clearly done to milk as much as they can out of someone trying to end services.

• Initial Complaint

  04/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They arbitrarily without my permission decided to steal money out of my account after i sign me up for a free trial. I was lied to and robbed plain and simple. I was not told i was in a lease agreement i demanded to be removed i got a dollar free trial i wanted to end and was told i have to pay 50 dollars or be stolen from every month. They denied me my freedom. The employee that signed me told me nothing. I gave him no authorization to do this.

  Business response

  06/30/2022

  Business Response /* (1000, 5, 2022/04/25) */ I have reviewed this complaint and the membership that is noted. I did find that his is a membership that was originally created somewhere other than our location as it does show home, any membership created at our locations will show an employee and will show club as the place the membership was created. I did review all the notes and communication for which I am attaching here. The member stated to customer service that he would like the membership ended due to him not using the facility but was told there would be a buyout fee. I am also showing the agreement that was emailed to the member at the time the membership was created. We always want to work with any member but this was always a membership and not a day pass. Our day pass has a $20 fee that is charged so a $1 pass isn't possible. We would love to see how we can best assist this member since he stated that he isn't using the facility but that would have to take place at the facility.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  01/15/22 I went to Planet fitness to retrieve my gym pass I dropped on or about Dec28. I was not successful in the task because PF had toss my gym tag in the trash. I called the same day I lost it was told it would be in the lost and found. PF never told me I had a one week to pick it up. If my gym pass had a key on it would it be trashed as well? Also, no one called me to let me know they were no longer going to hold my lost gym pass. When I addressed ******* about why she didn't call ,she says it's not something they do. The manager was of no help as I did reach out to her. My gym pass is tied to my personal info and no one said they shredded my gym pass or blacked out my number. The wouldn't even give me a new gym tag for as Covid was their reason and I didn't get that story. I was told to use the app, but the app sells my information to third parties and that invades my privacy and is not acceptable to me. PF needs to be more mindful of their actions as this goes to ethics. I never heard of Covid being a reason for not reissuing a membership card to a member. I never went to a gym that treated members so haphazardly as PF and it's business as usual for them.

  Business response

  01/20/2022

  Consumer Response /* (-5, 3, 2022/01/19) */ ************** <************************> Tue 1/18/2022 7:08 PM The address is ******************************************* Regards,******** Sent from Yahoo Mail for iPhone Business Response /* (1000, 12, 2022/01/20) */ As it relates to our lost and found policy at our locations. If something is found it is placed into lost and found and logged, we are able to keep items of lesser value for a maximum of 14 days as we have limited storage space available for lost items. If a key of any kind were attached, this is something that we would consider a higher value item and it would be placed into a safe until retrieved by the member. The key tag is only available to the Lancaster location and is not visible to anyone else so there is no personal information available to anyone. Key tags are shredded to ensure they are destroyed before going into the trash. We are able to simply change the barcode over to a phone number and the member is able to say his number to check in without downloading a mobile app. Our mobile app does give you the option to select do not share my information across other apps or sites, the option shows as one of the first items before giving access to the mobile app. The mobile app is also owned and operated by planet fitness and planet fitness doesn't sell or share the personal information of any members. Consumer Response /* (3000, 14, 2022/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find it hard to believe you can't just reprint me a new membership card 24hr fitness never had a problem and to me that show great customer service. To say that you shredded my tag is not the language I received from ******** This is a cover up for something that was never correctly addressed and so it's business as usual. PF never answered why they can't reprint me a new membership tag other than Covid-19. When did a printer ever get Covid.? Why is this so hard for PF to do? Why are my options so minimal? Companies never fix what's broken and I see this one is just like the rest!! Shame on you PF!!!!! I guess I'll just shout to the rooftop!

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