ComplaintsforPlanet Fitness
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/16/2023
- Complaint Type:
- Billing Issues
- Status:
- Unresolved
Stopped going in November of last year, and got around to cancelling my membership in March of this year. They continued to charge me for six months before I noticed.Both their voice mail and their online submission form just get chucked into the void.Had to issue a stop payment to get them to stop charging me.Honestly ridiculous the hoops I have to jump through when I was four hours from a gym so unable to physically go in and cancel my membership. I signed up online, so it should be illegal that I can't cancel online.After sending you another letter, you finally stopped charging me and cancelled my account, but I expect a refund for the six months you continued to charge me. My account number and the letter that I sent that lead to my account finally being cancelled have been attached. This was not the first letter that I sent to you.Business response
01/30/2024
Our Club Manager tried reaching out to the club member to discuss and offer assistance with the issue. We could not get in touch with the member and then decided to go ahead and cancel the membership to avoid further issues. Since then we have still not received any response to resolve the issue. We did in fact try to reach out though to assist with the situation. The membership agreement every member signed when joining the club says cancellation has to be in person or by certified mail and they signed that agreement. They were not required to come in to do so. They could have also sent certified mail to cancel the membership as well but did not take that route.Customer response
02/09/2024
What? It took them a month to respond to me, and I was given a week to respond back before it was closed? I have been busy.
I did not receive a certified letter from them, nor did they show up at my residence, so they did not attempt to contact me.All communication on this matter will have to be done in person or via certified mail. My hours are between 3 and 4 EST on Wednesday.
I will also be filing a complaint with the *** about right to cancel. I signed up online with the click of a button, so I should be able to cancel online as well.
Customer response
02/12/2024
What? It took them a month to respond to me, and I was given a week to respond back before it was closed? I have been busy.
I did not receive a certified letter from them, nor did they show up at my residence, so they did not attempt to contact me.All communication on this matter will have to be done in person or via certified mail. My hours are between 3 and 4 EST on Wednesday.
I will also be filing a complaint with the *** about right to cancel. I signed up online with the click of a button, so I should be able to cancel online as well.
Initial Complaint
10/20/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I went in and opened a membership in 2017. I made an appointment to meet with a trainer and ended up cancelling it. I never went back into the facility so I called to find out how to cancel my membership after about a year. I followed the company rules went in and went through the cancellation process. A few days ago I pulled my checking account up online and realized I was charged a planet fitness membership. I called and spoke with my bank that said they had been charging since July 2020. It is my fault for not noticing the transaction each month. I do not pull my checking account up regularly and check every transaction. When I spoke with Planet Fitness billing company they said I had been billed since June 2020. I went in to the local Planet Fitness and he pulled my membership up and said it never stopped. I told him I went through the cancellation process in 2018 and was still continuously billed. He told me he could see where I had never checked in just only one time.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.